Home Warranty, Inc.

My furnace has been broken since Monday morning. The HVAC tech was out Monday evening and spoke to warranty. I did not receive any communication regarding status of claim until I called Tuesday afternoon when they said it was in the "follow up pile." One would think that a furnace in November would be a priority item. Today still no communication from warranty until calling this afternoon to discover that the claim was closed since the part is "covered under manufacturer warranty." This was never communicated to me so that I could make arrangements to get a new furnace or attempt to contact manufacturer. The HVAC tech told them that the warranty does not transfer to a new owner when he gave them a diagnosis on Monday and I told them that today. Just received a follow up call and was told "the carrier website says the warranty does transfer to a the new homeowner its just a shorter period so you have to go through them" I guess Home Warranty Inc, pays their staff to visit manufacturer websites to get out of paying claims. They have time to do this, but not actually contact their customers. Additionally, no where on warranty coverage does it state that they will not cover items that are covered under a manufacturer warranty. It is now almost 5pm the night before Thanksgiving and I will still have no working furnace. No help whatsoever.

I called about an issue with my water heater Tuesday night. They told me that they would send someone to look at it and I would have to pay a $75 deductible to the people that came to look at it. Wednesday the people come look at it and call the warranty place to tell them the problem. I then get a call from Home Warranty stating that our claim was denied because this took place within thirty days of living in the house (we were on our 29th day when the water heater took a crap). Although this is very frustrating, I get it. But my issue was that even though the warranty did not cover anything I was still charged the $75 deductible. I called the Home Warranty back and explain this to the guy that had denied us the warranty and he informed me “The $75 is just a credit towards the service bill”. So basically when it came down to it he just twisted his own words to change this $75 from a “deductible” to a “credit” just to try to screw me out of my money. I then asked to speak to a supervisor, I was told they would call me back. Three hours later still no call so I call again and was told a supervisor would call me back in 30 minutes. Two hours later still no call. So I try again the next day, I finally get through to a supervisor and he tries to tell me the same thing as the guy who denied me. I had to argue “I have a paper right in front of me stating ‘$95 service fee and $75 Home Warranty Deductible’”. I was told if I email a copy of this paper in I will be credited back the $75 but at this point I wouldn’t believe it until I see it. Another problem I have with this whole situation is they should have told me when I called Tuesday that we were within our 30 days so none of this would be covered. I shouldn’t have had to have someone sent out to the house if they knew no matter what the issue was it wouldn’t be covered. We already knew that we were going to need a new water heater so had I known all this we would have just went and bought one and put it in instead of paying $170 to a company to tell me something I already knew. This place has very very bad customer service, very rude employees and are just not willing to work with you at all and do not truly care about their customers at all.

No information about "emergency" service when called on a Friday evening when water heater went out in January and snow was coming. Rep said she didn't know anything about how much I'd be charged if I was transferred to the dispatcher. Left two messages. Waited until Monday morning. They still didn't call. I called them with three estimates all saying a 22 year old water heater needed replacing. The gas control valve failed, and none of the companies said they'd replace it because of the potential issues with tinkering with such an old water heater; all three said the tank needed replacing. Despite all three estimates, Home Warranty Inc. (Ron) was extremely argumentative saying he needed a specific diagnosis in order to replace, even though a water heater is on the list. Ron said it would only cover parts. So, any plumber would need to first replace this part on a 22 year old water heater, then continue spending time trying to figure out what else was wrong with the water heater. None of the three plumbing companies would do this, saying it was not worth their time and more importantly could lead to serious damage because of the age of the water heater and all said it was recommended protocol to replace. Then Ron said in that age of a water heater, if there's sediment, that's excluded, and there likely would be, so then they don't have to cover it regardless. Home Warranty Inc. has thus far refused to be of assistance, and my six-year-old child and I have had no hot water for four days. WASTE OF MONEY and HEADACHE!!!! DO NOT USE!!! NOTE, Look online for best home warranty companies. They are NOT in top lists!!! The fact that they list it, given the exclusions, and way Ron wishes to twist things, is a total joke. They WILL NOT REPLACE A BROKEN WATER HEATER. SAVE YOUR MONEY!!!!!!

Paid premiums for 2 1/2 yrs over $600 per yr and the first time I called to file a claim on my A/C I had their HVAC professional look at it and stated my coil is leaking and needs to be replaced. They told me they are a repair company not a replace company and wanted me to fill it up with the old RF 22 coolant (environmentally unsafe) at my expense of around $500. (The HVAC told them this will not fix the problem and leak the refrigerant out again). They said if it does leak again they would fill it next time but told me it would come out of my cap limit of $2500 so basically it would of dropped what they would cover to under $2000 so they really are not paying a thing! This is a con job warranty. They will remind you annually to pay your premiums tho!! STAY AWAY FROM HOME WARRANY INC. from Iowa!!!

I have contacted Home Warranty Inc., for at least three different types of service on the home I purchased in late March 2018. Each time I call to request service I am told that there is not a contracted vendor for that particular service in may area. I am instructed to call the vendor of my choice and pay for the service up front if the vendor will not bill HWI. I have yet to find a vendor who will bill HWI. I am also instructed to have the vendor call HWI prior to making any repairs so that HWI can approve or deny the cost at that time. That seems reasonable, though HWI has yet to approve any repair on my home. I have either been told up front that the repair will not be covered or repair coverage has been denied after an HWI representative speaking with the repairman. My complaint is with regard to HWI's lack of a vendor network to serve may area in Ellis County, Texas. Home buyers need to be aware of that prior to selecting HWI. There is apparently not even a suitable HWI vendor network in the South Dallas market that could be dispatched to homeowners in Ellis County. I see that as a problem because the homeowner is left to pay up front for repairs and wait for reimbursement from HWI. I finally reported this service issue to my local Century 21 agency today in an effort to help future homebuyers in this market area. I've not run into this with any home warranty company before.

This company will look under every rock to try and deny your claim. A small $700 claim took away countless hours of arguing, waiting for call backs, and frustration. Even my electrician was floored at them questioning his expertise. They missed several call back times, denied a claim based on "pre existing" all over $700. I hope they loose 10+ consumers due to this review. Oh if you want to cancel you must submit it in writing. Don't worry they will take ages to process it as well...

They cover next to nothing of the cost after they make you pay the deductible. Also, I had a claim open on my dishwasher, the technician they called to fixed it completely botched the job. My warranty expired a couple days after he made the problem worse, but they refused to do anything or try to help a problem that their technician made WORSE if the first place. Even if my warranty expired, they should have stood by the problem initiated well before it expired. They were way rude and unhelpful on the phone too. Very bad customer service.

I would not deal with this company again if my premium was $0. Timeliness in not in their vocabulary. And the contractors they work with are just as bad at being on time or even showing up at all. They really could care less when your problem gets fixed, but they immediately call when your payment isn't there on time.