Member says Reisterstown home warranty company canceled policy during emergency
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.
Have a complaint?
Our Angie’s List complaint resolution team attempts to mediate disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.