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they don't care about our family's problem, they don't want to help us, they want to do the bare minimum to get me off the phone.
Half the team, when I am getting the run around from a service provider, they won't even agree to call them and help me get a response from them.
After the kitchen cabinets and drywall were demo'd, we discovered that the main kitchen drain was leaking at a joint, so I decided to file a claim with the home warranty company. I filed the claim online over the weekend when we discovered the leak. The home warranty company got a plumber out to the house on Wednesday to inspect the issue. It took about 10 minutes and he left and informed us we would hear back from them to schedule the repair.
Several days passed and I didn't hear back. I called the plumbing company, HTJ Global, and got voicemail and left a message. After another day passed and not hearing back from them, I added a comment to my online warranty claim to get a status update. When the warranty company called me, they informed me they weren't aware the plumber had even gone to the house and said they would contact the plumber to get an update.
When the warranty company contacted me next, I was told that the claim was denied because the plumber observed that someone (prior owner) had attempted to repair the leak with plumber's putty and therefor it was not covered. She also offered to have the plumber do the work for me directly at around ~$400. When I referred the warranty rep to the following section in my contract, she informed me that she could see how I could misinterpret it to think that since we were not aware of the issue it would be covered. So, she essentially insulted me and told me that I am unable to read and/or interpret written english language! For reference, I've include the excerpt from the contract below:
'A. SERVICE OVERVIEW
...3. This Contract does not cover defects known prior to the Effective Date of coverage. Known defects are excluded from coverage until proof of repair(s) is received by us. We provide coverage for unknown conditions if the condition would not have been detectable by the Buyer, Seller, or Agent through visual inspection and
I questioned her as to how we would have known about the issue, since it couldn't be seen until the drywall had been removed, and essentially didn't get an answer. I explained to her that I purchased their highest coverage option, and that I was repairing every issue that I was aware of at time of closing, in addition to buying all new appliances. This of course means, that we wouldn't be filing any claims for appliances and many other things that are being repaired/replaced over the term of the coverage. She seemed un-phased by this. I then asked her what is the value in having a policy for unknown issues that doesn't actually cover unknown issues. She then responded that after all the work was done on the house, I would then be able to use them for any 'future' issues. In the end, I remained unconvinced that my money was well spent on the policy and asked for cancellation.
Cancellation took multiple days of back and forth phone calls to multiple individuals including transfers and voicemails. When I finally spoke to the person that 'handled cancellations' I was told they would be deducting a fee and their 'costs'. I've now received the refund and out of my $525.00 initial expenditure, I was refunded $351.25 with them retaining $173.75. I am extremely displeased that I basically spent $173.75 in addition to at least 5 hours of my time (which I bill @ $65/hr), and the entire episode put my renovation project a week and a half behind. This might not normally be a big deal, but we were on a tight schedule to get moved before the school year starts since my daughter is attending a new school near the house, and now we are stuck having to make the commute in the meantime since school starts on Monday (in 2 days).
Before this whole experience, I had wondered how home warranty companies made money as a business, but now I have my answer. Apparently it's the whole 'deny claims' business approach. At least now I know for future reference. I'll never purchase another policy in the future.
The timely responsiveness to my needs, great customer service, and quality work provided are what was needed in a Home Warranty Company. I will use them again!
I had a similar experience with a dryer repair. The ONE technician in
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