Member says Reisterstown home warranty company canceled policy during emergency

Member says Reisterstown home warranty company canceled policy during emergency

Member complaint

I’ve been using Superior Home Warranty of Reisterstown, Md. Our plumber recently submitted a claim when a basement pipe burst. The plumbers said it needed to be fixed immediately because if it wasn’t repaireded that day, the steam would start causing mold in my rafters. I said to get the parts.

They waited for more than an hour in their truck to get approval from Superior to do the work. The person I spoke with on the phone said the holdup was upper management and to send the plumbers home. I explained I needed it fixed ASAP because I didn’t have heat, and water and steam were pouring into my basement.

Related: Why home warranties are no guarantee

I paid the plumber the first $800 to do the repair, and called Superior back the next day. I couldn’t reach anyone at Superior, nor did I get any response to my calls for a few days. Finally, I got an email saying that they canceled my policy because I’d been belligerent. This is a company set up to handle emergencies just like this. A balance of $448 is due to the plumber, which I intend to pay since Superior didn’t. I want a refund of $1,248.

Susan Nelson, Washington, D.C.

Status

Penalty Box

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