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Home Warranty reviews in Spring

  • F
    Our dishwasher stopped working. First technician (D&S) CHW sent misdiagnosed the problem after coming twice. Second technician (Lone Star Appliance Repair) came twice and outright lied about the cause of the problem. The part in question (which they themselves replaced on the first visit) was reported as broken and tampered with....Lies. But guess what. Claim denied b/c part not covered under policy. When asked CHW why and how it was approved to be replaced by them in the first place, "sometimes they can go outside of policy norms" as a "favor" to their clients. Still, claim denied and cannot move forward. Was suggested by case manager (Nicole Heard) to hire a third tech (on our own dime) to get a second professional opinion. Even after a clean report sent, case manager still wanted a full diagnosis to the problem from them. Told them that's their job to find out. All I was required to do was prove them wrong about the tampering of the part. She wouldn't take our word for it and still deemed the claim as denied. As an irritant, our case manager was no help at all. She simply took the word of the office lady at Lone Star and didn't even take the time to research the history of all the work done and parts replaced before declaring our claim denied. And as a side note, the part in question was the door latch sensor, part of the control board and display unit which were all replaced under coverage. The exclusion on the policy states "Racks-Baskets-Hinges-Doors-Door gaskets-Glass-Damage caused by broken glass-Cleaning". Period. Am I missing something here?? But all left to THEIR interpretation of course. Very disappointed and frustrated! Will report to BBB and Consumers Affairs Credited.
    - Philip L.
  • A
    Excellent! The response was quick as the technician was at my house the next day. The technician arrived earlier (which we agreed upon when he called me) and worked fast. Even explained to me what was wrong and how he fixed it!
    - Neil C.
  • A
    Stan Espinosa, of D & S, arrived within that window and replaced the igniter and was out the door within an hour. A few days later we turned on the oven and smelled the unmistakable odor of natural gas. We called Mr. Espinosa and reported odor and he told us that he would try to come by the following day. As promised he did show up the following day and discovered that the igniter was not close enough to the gas line allowing some gas to escape before the igniter heater up enough to light the line. We do not believe the igniter was installed incorrectly by the technician, we believe it is a design flaw by the manufacturer. Mr. Espinosa is a man of his word and backs up his work. We would hire him again.
    - James B.
  • F
    They sent over Royal Air who diagnosed the problem as a Compressor that failed. The estimated cost for the repair was $150 labor, $1120 for the refrigerant and $350 for the Compressor which was forwarded to the company. Select Home Warranty sent an email stating they wanted all work performed on the unit for the last three years. At first, I found only one and they said they needed more. I asked them why do they need these records for the last 3 years since the Compressor is expressly covered in the warranty. They said if no records exist for the unit, then it wasn't properly maintained. So I found all records which showed the unit was worked on in the last 3 years. Then I was told since the unit has been worked in they would only authorize only $150 toward this $1,500 repair. They would not cover the freon or the Compressor. So that's the way they work. No records, not properly maintained so not covered. You have records showing repairs, not covered because of previous repairs. I've decided to replace the unit at my own expense since they won't honor their policy. I don't want to spend $1500 on a 10 yr old system. My policy runs out in Oct 2018 and today it's Aug 2017 so I have over a year remaining. I called the company to cancel the remainder of my policy and refund the rest. They said under their "rules" no refund of any kind is possible. Once this policy expires, I won't renew. For the policy for two years I spent $900 or $450 year.
    - Emmett L.
  • A
    It was great. Service men were dressed professional and arrived on time. I like that they called when they were on their way so I had time to leave work and meet them. They explained what they did once they were finished.
    - Danasha S.
  • A
    We contacted them; they sent out someone to replace the glass.  I mentioned the temperature not being efficient and they checked both ovens because I was having to use one of the other ovens because of the cracked door, and that yes indeed that filament wasn't heating properly.  While they were here they checked the filament in the oven with the broken glass in the door and that one wasn't heating properly, so the technician reported that we might need a new oven.  And I guess after them finding out that there were no parts available, they supplied us with a new oven.  That was something we were wanting to do on our own some day.  So they replaced our oven; we were happy with that.  We were able to replace an ugly oven that had other issues, it was missing some of the trim, and it was probably the second oven for this older home.  For their price, I think American Home Shield is about average; I mean, they're a typical home warranty company.  They're not cheaper than anybody else.  I had to call them to find out that we were getting the new oven.  We had the technician out, someone was gonna get back with us, and about a week went by and I had to make a phone call and find out that they were gonna give us an oven. 
    - Karen J.
  • A
    When the oven broke, Hi Tech got a technician out with a couple hours to look at things. The tech was unable to fix it within a time frame that Hi Tech felt was fast enough so to make sure I wasn't without an oven they simply ordered me a new one. What more can you ask for? There was no "we need to order parts" or "we need to get another tech out who maybe knows more about this model." None of that. They couldn't fix it on the first trip so let's order a new one, take care of the customer, and the contractor can refurbish the original oven on his own time and do with it as he needs. Every time I've contacted Hi Tech they have moved mountains to make sure I'm taken care of...even in cases where their warranty didn't cover whatever was going on they have helped negotiate lower prices and have helped coordinate routine maintenance. This is a big issue that I think a lot of people take for granted. Hi Tech, like any home warranty company, is NOT responsible for routine maintenance. We as homeowners have to take care of our homes, appliances, water heaters, HVAC systems etc. We can't expect Hi Tech to fix issues that are a result of our own lack of maintenance. We have to do our part and I have been incredibly grateful for Hi Tech's willingness to help coordinate that routine service. When it's time to have my HVAC system looked at, I call Hi Tech and they coordinate a service visit. I pay a preferred rate to the contractor and I know that I'm doing my part under the warranty to ensure that if issues do arise I'm covered. There was one issue that was not covered under the warranty because I had not had my HVAC inspected in over a year. In that case, Hi Tech worked with the contractor to 1. get out to my house IMMEDIATELY to address the major issue 2. work with me and the contractor to ensure I was paying the lowest possible price. I've never had a warranty company advocate for me in this way. Most of the time if something isn't covered you get a "sorry we can't help you" kind of response and that's the end of that. Then we're on our own to find a repairman and deal with whatever comes. Not so with Hi Tech. They are with me every step of the way, on the phone coordinating everything between me and the contractors. Of all the companies out there I have found Hi Tech to be the easiest to deal with, the most straightforward and professional, and who have the nicest, hardworking contractors. They even provide a plan that includes basic issues related to the exterior of the home, another plus that distinguishes them from other companies. Again though, don't expect them to replace your roof for you. That's not what they do but if you're maintaining things and you have a covered issue, there will be no problems in working with Hi Tech to address whatever is going on. If it's not covered, expect them to go the extra mile to make sure you get what you need done by honest people you can trust.
    - Jason B.
  • F
    The contractor hired by Choice Home Warranty seemed very honest and forthcoming. Keep in mind, we had no input on which contractor was sent to our house. The problem arose when Choice denied the claim on the grounds that the issue with our microwave was a secondary issue. The contractor diagnosed the first problem in a "line". Choice home warranty dictates the repair should "travel up the line". The contractor diagnosed the first possible problem in the line and repaired it according to the guidelines set by the home warranty company - Choice. He left with the microwave working and within 5 min of his departure, the appliance stopped working. On his third trip out, the contractor determined the problem was farther up the line (already discussed as a possibility since it was in a chain/line). Choice Home Warranty (approving the first visit to diagnose, the second to repair and the third visit to check why the repair didn't work) said the microwave was not working due to a secondary issue and they had fixed the primary issue that caused the microwave to stop working in the first place and would no longer be covered by Choice. Now, the first representative from Choice that we spoke to quoted the standard user agreement (buyers contract).......section 19 says that the homeowner is liable for the work of the contractor. Please note: HWA stands for Home Warranty Administrators. " 19. You agree that HWA is not liable for the negligence or other conduct of the Service Provider, nor is HWA an insurer of Service Provider’s performance. You also agree that HWA is not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages. Your sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is less" <- This is all quoted from the current contract on Choice Home Warranty's website. HMMMMM, I get no say in who is assigned to MY repair but am still liable for their 'incompetence' despite the contractor following the rules of Choice. CAN YOU SAY LOOPHOLE!? Again, the primary issue was never fixed because the repair man sought the first possible problem in the "line", but because the contractor visited my residence twice, once to diagnose and another to repair, Choice Home Warranty marked the project completed on their part. The problem of the non-working microwave was never rectified because it was deemed a secondary issue which under contract is not covered. The microwave still has the same problem today as the first day it stopped working!!! I also followed the chain of command at Choice Home Warranty and met a road block after the second person I spoke with (a manager). Apparently the customer service managers answer directly to the owners. By the way, even though they are all public record, the managers will refuse to give you their name and numbers because, "they don't speak to customers anyway." I know, I made a poor choice (no pun intended) when choosing a home warranty company. There are so many poor reviews of this company. They ARE NOT accredited by the BBB. As a matter of fact, they have EIGHT times the complaints vs. reviews on the Better Business Bureau's website. Why, oh why did I switch???!!!
    - Ryan S.
  • F
    Miserably. I am in Houston at the beginning of September, my AC has been out for almost a week, and as I write this review, it still does hasn't been fixed. We received a very prompt response from our initial claim, with a link to leave a positive review of their service. What this company has provided us thus far is anything but service. We were initially told by the technician that CHW would not approve the part that was needed, yet upon our calling CHW for clarification, we were told they had in fact approved the part. We then waited two days to hear from the technician that he had received the part, but he reported that he wasn't contacted by CHW to approve the part, thus, it never arrived. Call back to CHW got us (after so much hold time, I can't even tell you how long we've been on hold with "company") a personal guarantee that the part was just then approved and would be overnighted to the technician. That's right...never received. After over an hour on the phone with CHW, we were told it would actually be shipped that day. I asked for the tracking information and was told after much more holding that the part wouldn't be shipped until the following Tuesday (5 days away), due to Labor Day. It's Thursday right now!! I am baffled how a holiday that is 4 days away can prohibit overnighting a part that was promised 2 days ago. Run for your lives..do NOT pay this company one penny.
    - Lisa B.
  • A
    Had an exceptional experience today with my first needed service. Scheduling what was needed was fast, I was called by the provider same day and scheduled for two days later (my schedule not theirs). I am very happy thus far. I had never purchased a home warranty for my existing home but, am glad that I have at this point. Dallas C., the rep in my area (north Houston, TX), explained everything to me - how it all worked, the plans and made recommendations for what would work best for my home. It was easy and their monthly payment option makes it even more affordable. Today, the electrician came - Veterans Electric - Jared and Mark were beyond professional. They were fast, and diagnosed the problem quickly with an even quicker solution. I must say, I know nothing about electricity - and could have easily been taken advantage of by anyone - but, Veteran's team was on it and didn't try to upsell me on anything. They did what was needed and even double checked my jacuzzi tub to be sure it was properly grounded (no charge) when I asked if minded if I asked another question about an unrelated item. Overall, I am happy with OneGuard and will be using them for home servicing this fall - including window washing, HVAC servicing etc. For the money, service and peace of mind, I am very happy I chose OneGuard.
    - Deneka S.
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Home Warranty Companies in Spring

Companies below are listed in alphabetical order.

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    D
  • Dynko

    9418 FM 2920 Rd
    Tomball, TX
    I
  • Innovo

    4910 Wright Rd Ste. 120
    Stafford, TX