Colonial Home Warranty

Review: I have had several service calls with Colonial and the people they assign often put me off or refuse to come to my house because they refuse to work with Colonial due to their lack of payment or general customer service. The contractors are willing to do the work if I pay them myself, but refuse to work for me through my home warranty that I purchased. Several phone calls, asking for a supervisor have all been to no avail. I have a microwave that is not in non working order and a toilet that is broken that they are unable to find someone to fix. When I ask for some kind of guarantee (for documentation purposes) I am hung up on. For this service call, I have talked to [redacted] once. [redacted] is the one who hung up on me when I asked for a numerical representation of how likely it would be for the next contractor I am assigned to be truly willing to come and help me with my toilet repair. I am currently suffering from a pinched nerve in my neck and this stress is making it considerably worse. Each time I have made a service call, it has taken an average of over a month to resolve or for me to just to purchase a new appliance out of my pocket instead of waiting for them to honor my contract.Desired Settlement: This problem has been serious for the past year. The previous two years of my contract were not great, but not so severe. Therefore, I would like a year's worth of my premium returned ($300).

Business

Response:

February 10, 2014

RevDex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: [redacted]

Coverage Address: [redacted]

Claim #: [redacted]

Type of Claim: Plumbing Issue

Thank you for contacting Colonial Home Warranty regarding this

coverage. Our records indicate that the coverage on this account was purchased

on 2011-01-18. This contract became active as of 2011-02-18. Upon

purchase Colonial emailed a confirmation of the purchase and summary of

coverage to the customer. Colonial also mailed a hard copy of the full terms to

the mailing address on file for the customer to review. Colonial gives our

customers 30 days from purchase to review the terms of coverage and allows a

customer to cancel for a full refund if not satisfied for any reason. Our full

terms are also available online at www.colonialhomewarranty.com/homeowners/user-agreement for anyone to review.

The customer canceled coverage on 1/30/2014

and was due no refund per the terms accepted. Nothing further will be covered

since the account has been canceled. The account was purchased on a three year basis,

the account was active for 36 months with numerous claims paid.

XI.

CANCELLATION

This coverage shall be non-cancelable by Colonial unless:

1.You fail to pay fees;

2.You attempt to obtain coverage for repair or replacement of an item that

was already in need of repair before

your coverage start date;

3.You purchased “listing” coverage on a home you are seeking to sell and the

sale does not occur.

This coverage is cancelable by you on the following conditions:

4. If you cancel coverage after the coverage has taken

effect, you shall be entitled to a refund of the remaining fee for the

unexpired coverage period pro-rated at the non-discounted annual plan cost,

LESS any costs paid out or owed by Colonial for claims made prior to

cancellation, plus a cancellation fee of $50. Refunds will be credited to the

card used to make the original purchase, or paid via check to the original

purchaser.

5.If you cancel coverage before the start of the coverage period, but no more

than 30 days from initial purchase, if no service request has been made you

will receive a refund of all amounts already paid to Colonial. If you cancel

coverage before the start of the coverage period, 30 or more days from initial

purchase, if no service request has been made you will receive a refund of all

amounts already paid to Colonial less a $50 cancellation fee. Refunds will be

credited to the card used to make the original purchase, or paid via check to

the original purchaser. Refunds never to exceed actual price paid to Colonial.

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Review: I PURCHASED A HOME WARRANTY PLAN WITH COLONIAL HOME WARRANTY AS OF 12/19/12 AND I'VE HAD NOTHING BUT PROBLEMS WITH THEM EVERY SINCE ESPECIALLY WHEN THE DECEIVED ME OUT OF MY HARD EARNED MONEY TO PURCHASE THIS ANNUAL WORTHLESS WARRANTY. THEY HAVE NOT HONORED ANY OF OUR CONTRACTUAL AGREEMENTS AND HAS CONTINUALLY SOUGHT WAYS THROUGH TRICKERY AND DECEIT TO RIP ME (THE CONSUMER) OFF BY SABATOGING SAID CONTRACT AGAINST ME TO BENEFIT THEIR OWN INTEREST AND NOT MINE WHICH I WAS LEAD TO BELIEVE THIS WAS A MUTUAL CONTRACT. EVERYTIME I FILE A CLAIM THEY FIND WAYS TO LOW BALL ON REPAIRS BY OFFERING A BUYOUT WHICH IS SIGNIFICANTLY BELOW WHOLESALE VALUE/PRICE. I FILED 2 CLAIMS ON 10/08/13 ONE FOR MY DEFECTIVE DISHWASHER AND GARAGE DOOR OPENER AND THEIR GURANTEED 30 DAY POLICY HAS NOW TURNED INTO 36 DAYS WITH NO EVIDENCE OF A CHECK ANYWHERE. I'VE HAD TO CALL NUMEROUS TIME WASTING MY PRECIOUS TIME TO FOLLOWUP ON THESE CLAIMS ONLY TO BE ENCOUNTERED WITH EXTREMELY RUDE AND UNPROFESSIONAL PEOPLE LIKE ROBERT AND ADAM. I SPOKE WITH CLAIMS MANAGER, MORRIS AND HE WAS NOT HELPFUL AT ALL. HE WAS NOT EVEN COGNIZANT NOR COMPETENT TO INFORM ME AFTER 36 DAYS OF ANTICIPATING A CHECK WHETHER A CHECK HAD BEEN PROCESSED OR NOT, THEREBY NOT PROVIDING ANY CONSOLATION NOR RESOLUTION TO THIS PROBLEM CREATED BY THEM. WHAT I HAVE OBSERVED IS THAT THEY EXPEDITE TAKING YOUR MONEY BUT IS EXTREMELY SLOW IN RESOLVING CLAIM ISSUE AND SUBMITTING PAYMENTS PROMPTING. THEY ARE AN AWFUL COMPANY TO DO BUSINESS WITH AS THEY FIND ESCAPE ALTERNATIVES TO HANDLING CLAIMS FAIRLY AND EXPEDITIOUSLY. THIS COMPANY IS A PRIME EXAMPLE OF A RIP OFF COMPANY ONLY BENEFITTING THEMSELVES. THEIR TURNAROUND CLAIM TIMES ARE ATROCIOUS AND ILLEGAL. THEY ARE DEFINITELY NOT A REPUTABLE COMPANY AND THEIR BUSINESS ETHICS ARE LACKING. THEY ARE QUITE CONTENT WITH TAKING MY MONEY AND NOT PROVIDING QUALITY SERVICE. I WILL NEVER BE A CUSTOMER OF THEIRS AGAING AND WOULD NOT REFER A DOG TO THEM BECAUSE THEY ARE ONLY INTERESTED IN BUSINESS PROFITS NOT THE CUSTOMERDesired Settlement: I WOULD LIKE TO BE FUNDED THE ENTIRE AMOUNT OF THIS WORTHLESS CONTRACT THAT I PAID OF $398.50 THAT THEY RECEIVED IN FULL BECAUSE THEY HAVE NOT HONORED THEIR OWN BIAS CONTRACT WHICH THEY DEVISED TO BENEFIT THEIR COMPANY. I WOULD ALSO LIKE TO RECEIVE THE MONIES THEY OWE ME FROM SAID ONE-SIDED AND RIPOFF CONTRACT FOR MY DEFECTIVE GARAGE DOOR OPENER AND DISHWASHER WHICH THEY LOW BALLED AND DECIVED ME TO SIGN A BUYOUT AGREEMENT THAT THEY HAVEN'T HONORED AS WELL AND IT HAS BEEN WELL OVER 30 DAYS.

Business

Response:

December 2, 2013

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: [redacted]

Coverage Address: [redacted]

Thank you for contacting Colonial Home Warranty regarding this

coverage. Our records indicate that the coverage on this account was purchased

on 2012-12-19.

This contract became active as of 2013-01-19. Upon purchase Colonial emailed a confirmation of the purchase and

summary of coverage to the customer. Colonial also mailed a hard copy of the full

terms to the mailing address on file for the customer to review. Colonial gives

our customers 30 days from purchase to review the terms of coverage and allows

a customer to cancel for a full refund if not satisfied for any reason.

Colonial requires our customers to review the terms and accept them online to

activate the policy prior to filing claims. Our records indicate that this account

has been activated with the full terms of coverage agreed to online from IP

Address [redacted]. Our full terms are also available online at www.colonialhomewarranty.com/homeowners/user-agreement for anyone to review.

This account shows numerous approved claims. The customer was approved

on claim [redacted] for a Dishwasher, signed the acceptance and had a check mailed

to her on 11/18/2013.

Garage door claim [redacted] was assigned and repaired. A follow up claim

[redacted] was approved, customer signed the approval letter and a check was processed

as well on this claim on 11/13/2013.

Claim [redacted] for an air conditioner was assigned and approved, the

unit was repaired within days of the claim being filed.

We are unsure of the accusations on this account, our records indicate

Colonial has paid out numerous claims in the hundreds of dollars for this coverage.

Should the customer have any questions they can feel free to contact our Claims department at

877-313-0001 or email [email protected].

Should the customer wish to cancel the policy applicable cancellation terms do apply:

XI.

CANCELLATION

This coverage shall be non-cancelable by Colonial unless:

1.You fail to pay fees;

2.You attempt to obtain coverage for repair or replacement of an item that

was already in need of repair before

your coverage start date;

3.You purchased “listing” coverage on a home you are seeking to sell and the

sale does not occur.

This coverage is cancelable by you on the following conditions:

4. If you

cancel coverage after the coverage has taken effect, you shall be entitled to a

refund of the remaining fee for the unexpired coverage period pro-rated at the

non-discounted annual plan cost, LESS any costs paid out or owed by Colonial

for claims made prior to cancellation, plus a cancellation fee of $50. Refunds

will be credited to the card used to make the original purchase, or paid via

check to the original purchaser.

5.If you cancel coverage before the start of the coverage period, but no more

than 30 days from initial purchase, if no service request has been made you

will receive a refund of all amounts already paid to Colonial. If you cancel

coverage before the start of the coverage period, 30 or more days from initial

purchase, if no service request has been made you will receive a refund of all

amounts already paid to Colonial less a $50 cancellation fee. Refunds will be

credited to the card used to make the original purchase, or paid via check to

the original purchaser. Refunds never to exceed actual price paid to Colonial.

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Review: I think they've gone out of business although there is nothing on their website that states that. This is a home warranty company. I had a broken piece of home equipment that was covered, and I called both the office number and the 24/7 service call line (3/20/14, 3/21/14, and 3/25/14. The recording on both say "this call may be monitored" and then "our offices are closed." It would not allow me to access the on-line claim site either. I just renewed for a year on 2/14/2014. Desired Settlement: I want a full refund of $345.

Review: We have purchsed a home warranty from this company. We filed a claim for the service on a refrigerator. They asked us to submit an estimate after the assigned contractor did not contact us as per their instructions. I talked to a person name David Harris who promised us that " things will be taken care of" and I need to submit an estimate for the service fee which I did. They also talked to the service provider - General Electric. They were supposed to call me with authorization. I tried to call them at least five times during the last five days. There is no response since I cannot get through the phones. I sent them e-mail using their web site. Talked to their claims after hour center. They have supposedly sent message to the head office. No repsonse. I need some answers from this comapny. They have been totally non responsive.Desired Settlement: They should pay for the refrigerator reapir which we had to do by paying our own money to avoid spoilage of food worh about $500. Al we need is a phone clal from them and settlement by paying the amount we paid tot he contractor whihc is not much.

Business

Response:

October 9, 2013

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: [redacted]

Coverage Address: [redacted]

Claim #: [redacted]

Type of Claim: Kitchen Refrigerator

Thank you for contacting Colonial Home Warranty regarding this

coverage. Our records indicate that the coverage on this account was purchased

on 2012-07-16.

This contract became active as of 2012-08-16. Upon purchase Colonial emailed a confirmation of the purchase and

summary of coverage to the customer. Colonial also mailed a hard copy of the full

terms to the mailing address on file for the customer to review. Colonial gives

our customers 30 days from purchase to review the terms of coverage and allows

a customer to cancel for a full refund if not satisfied for any reason.

Colonial requires our customers to review the terms and accept them online to

activate the policy prior to filing claims. Our records indicate that this

account has been activated with the full terms of coverage agreed to online

from IP Address [redacted] Our full terms are also available online at www.colonialhomewarranty.com/homeowners/user-agreement for anyone to review.

This letter is to confirm that Claim# [redacted] filed for Kitchen Refrigerator is covered under the home warranty contract

with Colonial Home Warranty. Please refer to the Section and Item No. listed

below for specific verbiage:

The customer did not allow our assigned service technician diagnose

the unit, it was the customer who requested to have GE directly diagnose the unit.

Colonial made attempts to gather the diagnostic information but as it was not our

vendor who went to the home it does generally lengthen the process of reviewing

the claim. The customer did send in the paperwork on 9/27/13 and was offered dull

reimbursement on the repair. We do apologize about the delay but as already stated

the customer opted for his own vendor which slowed down the process. Our vendor

would have most likely repaired this issue on the spot and remitted an invoice to

Colonial.

Should the customer have any questions they can feel free to contact our Claims department at

877-313-0001 or email [email protected].

Should the customer wish to cancel the policy applicable cancellation terms do apply:

XI.

CANCELLATION

This coverage shall be non-cancelable by Colonial unless:

1.You fail to pay fees;

2.You attempt to obtain coverage for repair or replacement of an item that

was already in need of repair before

your coverage start date;

3.You purchased “listing” coverage on a home you are seeking to sell and the

sale does not occur.

This coverage is cancelable by you on the following conditions:

4. If you

cancel coverage after the coverage has taken effect, you shall be entitled to a

refund of the remaining fee for the unexpired coverage period pro-rated at the

non-discounted annual plan cost, LESS any costs paid out or owed by Colonial

for claims made prior to cancellation, plus a cancellation fee of $50. Refunds

will be credited to the card used to make the original purchase, or paid via

check to the original purchaser.

5.If you cancel coverage before the start of the coverage period, but no more

than 30 days from initial purchase, if no service request has been made you

will receive a refund of all amounts already paid to Colonial. If you cancel

coverage before the start of the coverage period, 30 or more days from initial

purchase, if no service request has been made you will receive a refund of all

amounts already paid to Colonial less a $50 cancellation fee. Refunds will be

credited to the card used to make the original purchase, or paid via check to

the original purchaser. Refunds never to exceed actual price paid to Colonial.

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Consumer

Response:

Review: I purchased a home warranty from them and it is active through 4/24. On 3/16 of this year, my water heater broke. I placed a claim with them right away. They sent assigned a contractor. On 3/17 I was unable to get in tough with the contractor, so I called and they assigned another. On 3/18, the new contractor came out and determined the water heater needed replacement. They called Colonial for approval, but there was no answer. I have been calling for several days and they are not answering the phone. Having now been without water for 4 days, I called another plumber to do the work and paid out of pocket.Desired Settlement: I want reimbursement for the amount I paid for the water heater replacement. I paid $790 out of pocket for something the warranty would have covered. I was paid up on my premiums to Colonial and they should have covered this cost.

Review: I purchased a three year plan starting on 12/29/13 and ending on 3/28/2016. I purchased the best plan which is the Independence Annual Coverage plan. I paid the full amount up front.

On 9/11/13, I called in a claim to fix my disabled refrigerator and built in microwave, claim # [redacted] It was not until I received a call from a contractor stating that he will come out to fix the microwave. I explained to him that the refrigerator was more important than the microwave. He advised me to file a second claim.

On 9/16/13, I called in a second claim to fix the refrigerator. At this point we have lost all of our refrigerated and frozen food. I cancelled the previous claim. I stressed to the operator that the refrigerator was more of an important item than the microwave.

On 9/17/13, around noon time, a technician came out and diagnosed the problem. He reported back to the company advising them that immediate repairs were in order.

Later in the day, I received a call from Colonial employee advising me that the repair was not covered by the contract. He stated that the contract did not cover “Sealed Systems.” He failed to point out where in the contract “Sealed Systems” were defined. I asked for a written explanation on to why the claim was denied and the reference to the contract. The employee advised me that I would have to contact the corporate office in writing. He was unable to provide me with a telephone number or transfer me to customer service.

Later in the evening, I emailed the corporate office requesting they call me back in order to resolve the issue at hand. I have not received a call back or an email confirmation.

On 9/18/13, I contacted customer colonial claim phone number and requested to be transferred to the corporate office with negative results. The employee stated that he would not be able to transfer me and I needed to contact the corporate office via mail or email.

It is clear that the contract was vague in defining “Sealed Systems” and used that in their advantage to deny my claim. I was not even given the chance to resolve the issue with anyone from corporate office.Desired Settlement: I would like to have the refrigerator fixed as soon as possible. Home Colonial should be responsible for the repairs. They should clearify the wording in their contract. It is misleading.

Business

Response:

September 23, 2013

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: [redacted]

Coverage Address: [redacted]

Claim #: [redacted]

Type of Claim: Kitchen Refrigerator

Thank you for contacting Colonial Home Warranty regarding this

coverage. Our records indicate that the coverage on this account was purchased

on 2012-12-04.

This contract became active as of 2012-12-29. Upon purchase Colonial emailed a confirmation of the purchase and

summary of coverage to the customer. Colonial also mailed a hard copy of the full

terms to the mailing address on file for the customer to review. Colonial gives

our customers 30 days from purchase to review the terms of coverage and allows

a customer to cancel for a full refund if not satisfied for any reason.

Colonial requires our customers to review the terms and accept them online to

activate the policy prior to filing claims. Our records indicate that this

account has been activated with the full terms of coverage agreed to online

from IP Address [redacted]. Our full terms are also available online at www.colonialhomewarranty.com/homeowners/user-agreement for anyone to review.

This letter is to confirm that Claim# [redacted] filed for Kitchen Refrigerator is/are not covered under the home warranty

contract with Colonial Home Warranty. Please refer to the Section and Item No.

listed below for specific verbiage:

4. KITCHEN

REFRIGERATOR

NOTE:

Must be located in the kitchen.

INCLUDED:

All components and parts, including integral freezer unit, except:

EXCLUDED:

Racks - Shelves - Lighting and handles - Freon - Ice makers, ice crushers,

beverage dispensers and their respective equipment - Water lines and valve to

ice maker - Line restrictions – Leaks of any kind - Interior thermal shells - Sealed

Systems - Freezers which are not an integral part of the refrigerator -

Wine coolers or mini refrigerators – Food spoilage – Doors - Door seals and

gaskets – Hinges – Audio/Visual equipment and internet connection components.

Sub-Zero the manufacturer of the customer's unit defines Sealed System

as follows on their web site:

·

"The sealed system consists of the compressor, condenser, evaporator, drier and all

connecting tubing."

The customer's issue was a sealed system repair as the unit needs a

new compressor.

Should the customer have any questions they can feel free to contact our Claims department at

877-313-0001 or email [email protected].

Should the customer wish to cancel the policy applicable cancellation terms do apply:

XI.

CANCELLATION

This coverage shall be non-cancelable by Colonial unless:

1.You fail to pay fees;

2.You attempt to obtain coverage for repair or replacement of an item that

was already in need of repair before

your coverage start date;

3.You purchased “listing” coverage on a home you are seeking to sell and the

sale does not occur.

This coverage is cancelable by you on the following conditions:

4. If you

cancel coverage after the coverage has taken effect, you shall be entitled to a

refund of the remaining fee for the unexpired coverage period pro-rated at the

non-discounted annual plan cost, LESS any costs paid out or owed by Colonial

for claims made prior to cancellation, plus a cancellation fee of $50. Refunds

will be credited to the card used to make the original purchase, or paid via

check to the original purchaser.

5.If you cancel coverage before the start of the coverage period, but no more

than 30 days from initial purchase, if no service request has been made you

will receive a refund of all amounts already paid to Colonial. If you cancel

coverage before the start of the coverage period, 30 or more days from initial

purchase, if no service request has been made you will receive a refund of all

amounts already paid to Colonial less a $50 cancellation fee. Refunds will be

credited to the card used to make the original purchase, or paid via check to

the original purchaser. Refunds never to exceed actual price paid to Colonial.

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Review: My [redacted] front load washer that is 8 years old was not draining I contacted Colonial Warranty and was given a trouble ticket in on Aug 12th, 2013, the Repair service man came out on July 17th, explained to Colonial that he would take extra time to remove compartments within the washer and would need to charge them more than the $100 fee they pay to repair this issue. Colonial then denied my claim saying that I had cabinets to remove for the repair man to get to my washer. It took at least 5 phone calls and 3 request to speak to a manager. Once I spoke to the manager said that the water pump that was the problem was under warrenty through LG. Now has any one heard of a washer being under warrenty for parts for 8 years. The manger told me that he would fully authorize the maximum to repair my washer. When I spoke to the repair man he said they would not pay anything. I was charged for the service call $55, then for the part and repair $180. My policy was renewed in at the begining of August for another year paid in full, after this issue I cancelled on Aug 19, Aug 22 & Aug 27 2013, the policy was to be effective Sept 1, 2013. Colonial customer service finally provided me a confirmation number of the cancellation and it would take 5 to 7 business days to get refunded to my bank card. Today is Sept. 10, 2013 and have not received my refund.Desired Settlement: Refund for my cancellation of the full amount paid of $345.00 which they confirmed but have not complied with.In addition, they need to honor the contract and refund me the repair I had to pay for as they were under contract and reneged on their contratual obligations and responsiblities. Total $55 + $180.00 = $235The grand total for both $580.

Business

Response:

Review: I move from Germany to Ft. Bragg last year a brought a house in June 2012. Colonialhomewarranty was a one year home owner insurances that the seller had for the home. Sunday, 7 July 2013, my air conditioner (A/C) went out so I called Colonial to come servive it. An A/C repair person came out to the house on Monday, 8 July, found the problem and reported it to Colonial to approve repair cost. The gave him the run around and did not authorize repair cost. I called Colonial and talked with reprsentitives who told me they needed two years of maintenance records. I told them I had only been in the house for a year and did not have any. Colonial garrenties repair cost of major home appliances. The a/c is covered and is needed due to extreme heat in NC. I sent them e-mails with a home inspection, but when I called, the representitive told me the claims office would let me know. I asked him for the claims office phone number but he would not give me any number. I asked for a manager and no one was available. It was been 4 days now, and Colonial will not pay the cost of the needed A/C repair, nor is anyone available for me to talk to. This is a fradulant display of business and to people in the military who do not have time with business that will not do what they say they will do. They want our money but do not not to provide a service ever thou we provide them a serve. This company should be band from service.Desired Settlement: As usual, I don't have faith that anything will be done. In the mean time, my family has been without a/c for 4 days so I will have to pay out of my pocket for repairs that should have been covered be insurance companies. I will not renew with them at the end of the month. Their should also be a buyer beware notice sent out when looking for home warranty insurance.

Business

Response:

Review: I purchased coverage on my town home in Tucson AZ. 2013 & 2014 I tried to file claims on a repair for a stove. Colonial Home Warrantee did not provide contractors to make repairs. My tenants moved out as a result of not being able to use the stove for 2 weeks. In Arizona it is the law that a stove must be repaired within 5 days. I do not live in Tucson and losing a tenant due to colonial home warrantee cause me extreme financial difficulties.Desired Settlement: I believe Colonial Home Warrantee Company was actually supporting terrorists with money from US home owners. There are thousands of complaints like mine. It is your obligation to report them to Homeland Security for a thorough investigation of their financial practices.

Review: The Air condition of my house is leaking, water was all over the house ceiling and carpet.I called the company need to send some one to fix it,and after 3 days some one came to my house they just take to look and said they need to call the company and talk with them about the problem with the a/c but that was on the labor day so nobody working ,I have to wait for the next day, and I called back the next day they said my warranty did not cover because the a/c installed wrong.I strongly disagree with them because when I bought the home warranty they did not said that on my policy,but how do I know the a/c installed right way or wrong way, and I called them back and discussed with them,they said to me nothing they can do and they need to talk to their headquater about our problem .I waited like over a week now still have not their answer ,I was so disappointed because the way this company playing game with customer.I tried call them every day still have no respond .by the way my claim [redacted] with colonial home warranty.I need them to fix the a/c for me as soon as possible do not try to play game because I paid for it and I want them to do it rightDesired Settlement: I hope some one can help me to fix thing right

Business

Response:

September 9, 2013

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: [redacted]

Coverage Address: [redacted]

Claim #: [redacted]

Type of Claim: Air Conditioning

Thank you for contacting Colonial Home Warranty regarding this coverage. Our records indicate that the coverage on this account was purchased on 2012-08-10. This contract became active as of 2012-09-10. Upon purchase Colonial emailed a confirmation of the purchase and summary of coverage to the customer. Colonial also mailed a hard copy of the full terms to the mailing address on file for the customer to review. Colonial gives our customers 30 days from purchase to review the terms of coverage and allows a customer to cancel for a full refund if not satisfied for any reason. Colonial requires our customers to review the terms and accept them online to activate the policy prior to filing claims. Our records indicate that this account has been activated with the full terms of coverage agreed to online from IP Address [redacted] Our full terms are also available online at www.colonialhomewarranty.com/homeowners/user-agreement for anyone to review.

This letter is to confirm that Claim# [redacted] filed for Air Conditioning is/are not covered under the home warranty contract with Colonial Home Warranty. Please refer to the Section and Item No. listed below for specific verbiage:

1. AIR CONDITIONING/COOLER / THERMOSTAT

NOTE: This is NOT TO EXCEED 5 (five) ton capacity and must be designed for residential use.

INCLUDED: Ducted electric central air conditioning, ducted electric wall air conditioning. All components and parts, for units below 13 SEER and when COLONIAL is unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant.

EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - dampers - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Zoned Systems - Add-ons for zoned systems – Roof mounts, jacks, stands or supports - Condensate pumps – Condensation Drain Line - Evaporator coil pan – Line Sets - Primary or secondary drain pans – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil – Improper use of metering devices - Thermal expansion valves (TXV)- Refrigerant conversion – Valves - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise.

No more than two systems covered unless purchased separately at time of enrollment. Colonial will not be responsible for the costs associated with matching dimensions, brand or color. This covered item applies to a Heat Pump in cooling mode during cooling season only. Colonial will not pay for any modifications required by the repair of existing equipment or the installation of new equipment

The issue was with the line sets which is excluded per the terms above. The issue also occurred as a result of physical damage which is not covered. The unit was improperly installed which caused the damage, this was not normal wear and tear.

Should the customer have any questions they can feel free to contact our Claims department at 877-313-0001 or email [email protected].

Should the customer wish to cancel the policy applicable cancellation terms do apply:

XI. CANCELLATION

This coverage shall be non-cancelable by Colonial unless:

1.You fail to pay fees;

2.You attempt to obtain coverage for repair or replacement of an item that was already in need of repair before your coverage start date;

3.You purchased “listing” coverage on a home you are seeking to sell and the sale does not occur.

This coverage is cancelable by you on the following conditions:

4. If you cancel coverage after the coverage has taken effect, you shall be entitled to a refund of the remaining fee for the unexpired coverage period pro-rated at the non-discounted annual plan cost, LESS any costs paid out or owed by Colonial for claims made prior to cancellation, plus a cancellation fee of $50. Refunds will be credited to the card used to make the original purchase, or paid via check to the original purchaser.

5.If you cancel coverage before the start of the coverage period, but no more than 30 days from initial purchase, if no service request has been made you will receive a refund of all amounts already paid to Colonial. If you cancel coverage before the start of the coverage period, 30 or more days from initial purchase, if no service request has been made you will receive a refund of all amounts already paid to Colonial less a $50 cancellation fee. Refunds will be credited to the card used to make the original purchase, or paid via check to the original purchaser. Refunds never to exceed actual price paid to Colonial.

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Review: We had been with Colonial Home Warranty for about a year or so.

On the first occasion of their highly unprofessional level, we had an account with Colonial Home Warranty for two locations; a rental and my residence. I had a problem with my bank account being hacked, so after receiving new account numbers, informed Colonial Home Warranty that the account number had been changed, and gave them the new account number and told them to apply it to both locations. They only applied it to one, and after not applying the changed account number to the renal, Colonial Home Warranty cancelled the rental account; stating they did not receive payment. I called them to inform them the account number had been changed and they just needed to look under our name to show both locations and the same bank account number. They refused to reinstate the rental agreement but continued to take out for the home acccount.

On a holiday weekend last year, our air cconditioning went out. We called Colonial Home Warranty and was informed by a recording that they were closed for the holidays and would not be in the office until the following Monday. There was no recourse (in 110 degree weather) for us as there was no other way to contact them.

Finally, in May of this year, 2014, after calling to get repairs on a stove, we were informed by a recording that Colonial Home Warranty was no longer in business. This was the first inclination that there was a problem. We proceeded to look on the website and all there is on the banner is that the company closed in May, 2014. No way to talk with anyone or receive compensation.

This company is so unprofessional it is no wonder they went out of business.Desired Settlement: I would like to make these people pay for their unprofessionalism and have them reimburse my monthly payments of 47.80 for the month of April and May, 2014. These amounts would concur with the lapse of service. I would like to be paid back for everyone month that I was with this terrible company, but believe that may be beyond the scope of the Revdex.com. I would also like to be reimbursed for our rental unit and being dumped for a clerical error that was clearly theirs, but that also may be beyond the scope of the Revdex.com. Thank you for your help in this matter. [redacted]

Review: I purchased a home warranty service through the named company. I paid $1,400.00 for a 3 year period of coverage. On July 12, 2013 my home air conditioning system quit working. My first call was to said company, Colonial. The service representative gave me the name of a local repair co. they deal with in my area. The technician came out on the 13th and diagnosed the problem. He said he would order the part immediately and it would be in on the 15th. I still had no repair done until the 17th. The repair company said they had to wait to hear back from Colonial for approval. This did not happen until the 17th. During this time period, temperatures were in the 90's. I found this delay unacceptable and dangerous to my health. I called Colonial a second time and they said if I wanted to go ahead on my own and get the repair done without their pre-approval, I could and they'd pay that bill. Once I ultimately had the repair done, Colonial now started to backtrack on what they told me. They said they'd only pay a portion of the bill. They never said what a "portion" meant. My total out of pocket repair bill that I had to come up with was $1,100.00. Colonial came up with outrageous excuses to not cover my bill such as I needed to provide them with 3 other repair bills for this air conditioning system. I've only owned this house a little over 1 year! They also said they couldn't honor my warranty because the part number was wrong. The owner of the repair company assured me that the part number they submitted was not wrong. Colonial also insisted on a copy of my home inspection report. They sold me a bill of goods and now when I needed them, they had me jumping through hoops. If this wasn't bad enough, they were very rude to me on the phone and caused me a great deal of stress. I'd explained to the Colonial rep on the phone that I was a 68 year old, single lady and he still wanted me to climb into my attic to obtain the part number. They were all excuses and no service.Desired Settlement: I told Colonial that I wanted to cancel my policy and have a full refund minus a $50 filing fee which is part of our contract. They said I would have the money in a timely fashion but I have still not received it and after looking into this company further, I have no faith that this happen as they say.

Business

Response:

Review: The contractor was at my home on Jan 6 and noticed the vibration issue with the heating unit. Last week, the heating unit started to shake the entire attic and some parts of the house due to a defective blower, and the unit became not operable because it will cause the damage to the attic/house structure. I had to shut off the heating unit and used a personal space heater while waiting it to be fixed. I called the contractor, and was told the blower now needs to be replaced. However, Colonial will not allow me to open a new claim even though the heating unit is still on its warranty as of Jan 22.Desired Settlement: Fix the heating unit immediately or pay $750 for the repair cost or

Business

Response:

January 29, 2014

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: [redacted]

Coverage Address: [redacted]

Claim #: [redacted]

Type of Claim: Heating

Thank you for contacting Colonial Home Warranty regarding this

coverage. Our records indicate that the coverage on this account was purchased

on 2012-12-03.

This contract became active as of 2013-01-03. Upon purchase Colonial emailed a confirmation of the purchase and

summary of coverage to the customer. Colonial also mailed a hard copy of the full

terms to the mailing address on file for the customer to review. Colonial gives

our customers 30 days from purchase to review the terms of coverage and allows

a customer to cancel for a full refund if not satisfied for any reason.

Colonial requires our customers to review the terms and accept them online to

activate the policy prior to filing claims. Our records indicate that this

account has been activated with the full terms of coverage agreed to online

from IP Address [redacted] Our full terms are also available online at www.colonialhomewarranty.com/homeowners/user-agreement for anyone to review.

This letter is to confirm that Claim# [redacted] filed for Heating is/are not covered under the home warranty contract with Colonial

Home Warranty. Please refer to the Section and Item No. listed below for specific

verbiage:

21. XPD

Warranty Group, Inc. will not pay for the repairs or replacement of any covered

systems or appliances if they are inoperable as a result of known or unknown

pre-existing conditions, deficiencies and/or defects. XPD Warranty Group, Inc.

does not cover noise, customer is responsible for preventative maintenance.

Based on the diagnosis the noise is being caused by a vibration of the

motor in the housing. Unfortunately noise is excluded, the unit would need to be

inoperable. The customer is responsible for repairing the noise issue per the terms

before we offer further coverage.

Should the customer have any questions they can feel free to contact our Claims department at

877-313-0001 or email [email protected].

Should the customer wish to cancel the policy applicable cancellation terms do apply:

XI.

CANCELLATION

This coverage shall be non-cancelable by Colonial unless:

1.You fail to pay fees;

2.You attempt to obtain coverage for repair or replacement of an item that

was already in need of repair before

your coverage start date;

3.You purchased “listing” coverage on a home you are seeking to sell and the

sale does not occur.

This coverage is cancelable by you on the following conditions:

4. If you

cancel coverage after the coverage has taken effect, you shall be entitled to a

refund of the remaining fee for the unexpired coverage period pro-rated at the

non-discounted annual plan cost, LESS any costs paid out or owed by Colonial

for claims made prior to cancellation, plus a cancellation fee of $50. Refunds

will be credited to the card used to make the original purchase, or paid via

check to the original purchaser.

5.If you cancel coverage before the start of the coverage period, but no more

than 30 days from initial purchase, if no service request has been made you

will receive a refund of all amounts already paid to Colonial. If you cancel

coverage before the start of the coverage period, 30 or more days from initial

purchase, if no service request has been made you will receive a refund of all

amounts already paid to Colonial less a $50 cancellation fee. Refunds will be

credited to the card used to make the original purchase, or paid via check to

the original purchaser. Refunds never to exceed actual price paid to Colonial.

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Consumer

Response:

Review: We purchased a home in August 2013, in September 2013 we purchased a home warranty from Colonial home warranty. In December the heater stopped working so we put in a claim the Number is [redacted]. Myer's A/C was contacted and upon his inspection the unit was non-repairable due to a leak in the the condenser. Colonial refused to pay for the new unit stating is was pre-existing causes. Prior to buying the home it had a home inspection and the unit was working fine. Our Policy number from Colonial is [redacted]Desired Settlement: We would like a new A/C unit placed on the house.

Business

Response:

January 15, 2014

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: [redacted]

Coverage Address: [redacted]

Claim #: [redacted]

Type of Claim: Heating

Thank you for contacting Colonial Home Warranty regarding this

coverage. Our records indicate that the coverage on this account was purchased

on 2013-08-28.

This contract became active as of 2013-09-28. Upon purchase Colonial emailed a confirmation of the purchase and

summary of coverage to the customer. Colonial also mailed a hard copy of the full

terms to the mailing address on file for the customer to review. Colonial gives

our customers 30 days from purchase to review the terms of coverage and allows

a customer to cancel for a full refund if not satisfied for any reason.

Colonial requires our customers to review the terms and accept them online to

activate the policy prior to filing claims. Our records indicate that this

account has been activated with the full terms of coverage agreed to online

from IP Address [redacted]. Our full terms are also available online at www.colonialhomewarranty.com/homeowners/user-agreement for anyone to review.

This letter is to confirm that Claim# [redacted] filed for Heating is/are not covered under the home warranty contract with Colonial

Home Warranty. Please refer to the Section and Item No. listed below for specific

verbiage:

The following are not covered:

(i) malfunction or improper operation due to rust or corrosion of all

systems (including: plumbing systems, heating systems, electrical systems,

built in wall units, water heaters, or heat pumps) and/or air conditioning

systems/coolers or pools/spas, and appliances,

(ii) collapsed ductwork,

(iii) known or unknown pre-existing conditions.

The home inspection dated 7/24/2013 which was one month prior to purchase

of coverage stated the following:

Informational Conditions 7.7 - The

cooling system responded, but did not have an adequate differential temperature

split between the air entering the system and that coming out. This could

indicate that the system is low on refrigerant or other problems exist. This

A/C is only 12 degrees differential, should be at least 14 degrees. System

evaluation may be needed by an HVAC technician . The garage room addition is

served by the main home AC unit. If you convert garage back as planned and

eliminate the ducting to the garage, I suspect the home would cool more

efficiently. It was also 106 exterior temp at the time of the inspection, that

can also impact a units performance. 7.8 - The cooling unit is not mounted to

frame completely. You may want to have an AC specialist evaluate if there could

be an issue in the future.

Based on this information and the diagnosis received Colonial determined

that the unit had a pre-existing condition which was not repaired prior to initiation

of coverage as documented in the home inspection. The customer did not have the

system evaluated by an HVAC technician per the recommendation of the inspector.

Should the customer have any questions they can feel free to contact our Claims department at

877-313-0001 or email [email protected].

Should the customer wish to cancel the policy applicable cancellation terms do apply:

XI.

CANCELLATION

This coverage shall be non-cancelable by Colonial unless:

1.You fail to pay fees;

2.You attempt to obtain coverage for repair or replacement of an item that

was already in need of repair before

your coverage start date;

3.You purchased “listing” coverage on a home you are seeking to sell and the

sale does not occur.

This coverage is cancelable by you on the following conditions:

4. If you

cancel coverage after the coverage has taken effect, you shall be entitled to a

refund of the remaining fee for the unexpired coverage period pro-rated at the

non-discounted annual plan cost, LESS any costs paid out or owed by Colonial

for claims made prior to cancellation, plus a cancellation fee of $50. Refunds

will be credited to the card used to make the original purchase, or paid via

check to the original purchaser.

5.If you cancel coverage before the start of the coverage period, but no more

than 30 days from initial purchase, if no service request has been made you

will receive a refund of all amounts already paid to Colonial. If you cancel

coverage before the start of the coverage period, 30 or more days from initial

purchase, if no service request has been made you will receive a refund of all

amounts already paid to Colonial less a $50 cancellation fee. Refunds will be

credited to the card used to make the original purchase, or paid via check to

the original purchaser. Refunds never to exceed actual price paid to Colonial.

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Consumer

Response:

Review: I have purchased the home warranty from Colonial on 10/12/2012 and the service is activated on 11/12/2012. Since I purchased it, I never called for a service until 07/26/2013. The guy came over and suggested me to put one pound of Freon on my AC unit, but he told me that the warranty would not pay for it, so I have to pay it by myself. I asked him to double confirm since my previous warranty carrier (i.e. American Home Shield) paid for it last year while I was still with them. After he contacted the Colonial, they said my policy will not cover it. Although I did not recall this policy, I did not want to argue with them, so I just paid for the service fee without fixing anything.

Due to the experience, I learned that the Colonial may not cover some of my claims, so when my dryer's timer stopped working in November. I called the service department and check with them for my policy. I told them that the timer of my dryer was not working and asked if this one covered in my policy since I did not want to pay for the service fee but having nothing fixed.

The representative told me "Yes, my policy covered the dryer." Thus, I made a service request. When the guy came over, he told me that I have to change a new, but since the cost is more than $100, they have to get the approval from the warranty company before they could fix it. I said ok since I am so confident that I have called them and check my policy. I paid for the service fee again while nothing has been fixed. Few days later, I received a phone call from Colonial Home Warranty. They told me that my claim had been declined since the timer is not covered by my policy, but since I have with their policy for one year, they would give a courtesy of $60 so that I could purchase a timer and change it by myself.

First, if I knew how to change it, I did not need to buy the warranty from them. Secondly, I called them before I made a service request. They told me it is covered by my policy, but right now, they told me it is not.

I asked for the written document to explain why they would not pay for this repair, but they said they would only call me to let me know the claim was declined but they would not give me any document. I called them several times... They either hanged up my phone or told me to contact the headquarter, but the headquarter never responded my request.

I have done some research about this company online. They did the same thing over and over again to different customers. Even on the Revdex.com website, you can see the similar complaints. Someone really needs to stop this company’s business and prevent this company from lying.Desired Settlement: They can repair my dryer as we agree on the contract or they can refund the amount I paid for $373.88 plus the service fee $45.

Business

Response:

December 2, 2013

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: [redacted]

Coverage Address: [redacted]

Claim #: [redacted]

Type of Claim: Clothes Dryer

Thank you for contacting Colonial Home Warranty regarding this

coverage. Our records indicate that the coverage on this account was purchased

on 2012-10-12.

This contract became active as of 2012-11-12. Upon purchase Colonial emailed a confirmation of the purchase and

summary of coverage to the customer. Colonial also mailed a hard copy of the full

terms to the mailing address on file for the customer to review. Colonial gives

our customers 30 days from purchase to review the terms of coverage and allows

a customer to cancel for a full refund if not satisfied for any reason.

Colonial requires our customers to review the terms and accept them online to

activate the policy prior to filing claims. Our records indicate that this

account has been activated with the full terms of coverage agreed to online

from IP Address [redacted] Our full terms are also available online at www.colonialhomewarranty.com/homeowners/user-agreement for anyone to review.

This letter is to

confirm that Claim# [redacted] filed for Clothes Dryer is/are not covered under the home warranty

contract with Colonial Home Warranty. Please refer to the Section and Item No.

listed below for specific verbiage:

XPD

Warranty Group, Inc. must be notified by either you or your agent (or tenant)

within 24 hours of a problem being discovered in order for work to be covered. XPD Warranty Group, Inc. accepts calls 24 hours a day, 7 days a

week, year round at 888-973-9733. XPD Warranty Group, Inc. must receive notice

of any malfunction prior to the end of the coverage period.

The claim was called in two weeks after the problem was discovered.

Per the terms this would void coverage on the repair. As a sole courtesy the customer

was offered $60 as a reimbursement.

Should the customer

have any questions they can feel free to contact our Claims department at

877-313-0001 or email [email protected].

Should the customer wish to cancel the policy applicable cancellation terms do apply:

XI.

CANCELLATION

This coverage shall be non-cancelable by Colonial unless:

1.You fail to pay fees;

2.You attempt to obtain coverage for repair or replacement of an item that

was already in need of repair before

your coverage start date;

3.You purchased “listing” coverage on a home you are seeking to sell and the

sale does not occur.

This coverage is cancelable by you on the following conditions:

4. If you

cancel coverage after the coverage has taken effect, you shall be entitled to a

refund of the remaining fee for the unexpired coverage period pro-rated at the

non-discounted annual plan cost, LESS any costs paid out or owed by Colonial

for claims made prior to cancellation, plus a cancellation fee of $50. Refunds

will be credited to the card used to make the original purchase, or paid via

check to the original purchaser.

5.If you cancel coverage before the start of the coverage period, but no more

than 30 days from initial purchase, if no service request has been made you

will receive a refund of all amounts already paid to Colonial. If you cancel

coverage before the start of the coverage period, 30 or more days from initial

purchase, if no service request has been made you will receive a refund of all

amounts already paid to Colonial less a $50 cancellation fee. Refunds will be

credited to the card used to make the original purchase, or paid via check to

the original purchaser. Refunds never to exceed actual price paid to Colonial.

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Consumer

Response:

Review: I have made several call and I am receiving a message that's says the office is currently closed. I also sent an email several months ago to have my contract resubmitted to me and they never replied.Desired Settlement: I would like my policy fee returned.

Review: I had an emergency home repair done through a local contractor on 02/17/2014.I faxed the papers over to Colonial after speaking with them requesting a reimbursement if possible.They were very cooperative and and wanted the contractor to call them with a diagnosis. The contractor(Anytime garage door) said they would.

I kept calling once a week after that both Anytime and Colonial.2 days ago I spoke to Morris at Colonial who said he would contact the contractor and let me know or that I could call back to know the status of the claim .He also gave me a claim number 2173441 I called several times today and yesterday at their [redacted] number but the message says their office is currently closed

They say in broad letters that they are open 24/7 to accept customer claims which is what a Homeowners warranty should do..

I paid $806 for installing a new motor with sensors plus a 5 year warranty on the motor.Colonial has been saying they will do something..nothing has been done as of yet now I cannot even contact them which is against their advertisement which says they are open 24/7

I sincerely and humbly request you to look into this .I would really appreciate itDesired Settlement: I would like Colonial to refund the money I spend minus the 5 year warranty since that was something I chose. Also I would want them to treat customers according to their advertised claims be available for them 24/7.

Review: Water heater went out in the house. Unit is over 31 years old and finally failed. Water line to fill the tank cracked and unit was rusted as is which then created holes and corresponding leaks. Unit was rusted on the bottom and the water weight cracked though the bottom. Coverage was denied stating they didn't cover the tank despite knowing it was more than that and the age of the unit made it beyond repair for any component.Desired Settlement: Per contractor unit is not fixable and due to the age he recommended full replacement.

Business

Response:

Colonial Warranty is a complete sham. Bad service, take to long to repair, try to find any way at all not to even pay. I was so disgusted with service I went ahead and had repair done myself at my own expense!!! They don't even answer their phone now!! Even if you desire their unsat service you can't even get hold of them. You have to figure out on your own that another place XPD warranty is now handling their claims etc. [redacted]

Review: When I decided to change my home warranty from Home Protect to Colonial Home Warranty, they told me over the phone that they would service both of my HVAC systems. I just had an issue with my heating system for the upstairs and I called them and they told me that it wasn't covered because it wasn't the main heating system. They would not get me a supervisor or give me a phone number to their corporate headquarters.They have referred me to their website that has a long list in the "EXCLUDED" category, but there isn't a mention of not covering both systems. They only can refer me to a website, which I don't know if they've changed or not.Desired Settlement: I would like them to send out one of their service members to come fix the upstairs heater.

Business

Response:

January 13, 2014

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: [redacted]

Coverage Address: [redacted]

Claim #: [redacted]

Type of Claim: Heating

Thank you for contacting Colonial Home Warranty regarding this

coverage. Our records indicate that the coverage on this account was purchased

on 2012-03-27.

This contract became active as of 2012-03-28. Upon purchase Colonial emailed a confirmation of the purchase and

summary of coverage to the customer. Colonial also mailed a hard copy of the full

terms to the mailing address on file for the customer to review. Colonial gives

our customers 30 days from purchase to review the terms of coverage and allows

a customer to cancel for a full refund if not satisfied for any reason.

Colonial requires our customers to review the terms and accept them online to

activate the policy prior to filing claims. Our records indicate that this

account has been activated with the full terms of coverage agreed to online

from IP Address [redacted] Our full terms are also available online at www.colonialhomewarranty.com/homeowners/user-agreement for anyone to review.

This letter is to confirm that Claim# [redacted] filed for Heating is/are not covered under the home warranty contract with Colonial

Home Warranty. Please refer to the Section and Item No. listed below for specific

verbiage:

IV.

Coverage (Dependent on Plan)

Unless

more than one system or appliance is included below, the coverage is for no

more than one system or appliance, unless additional fees are paid. If you have more than one of a covered system or appliance you

may elect which system or appliance to be covered by this plan at time of

purchase, if you do not elect which specific system or appliance to cover

Colonial reserves the right to elect which individual unit will be covered by

this plan.

1. HEATING

SYSTEM OR BUILT-IN WALL UNIT / THERMOSTAT

NOTE:

Main source of heat to home not to exceed 5 (five) ton capacity and

designed for residential use.

INCLUDED:

All components and parts necessary for the operation of the heating system. For

units below 13 SEER and when Colonial is unable to facilitate

repair/replacement of failed covered equipment at the current SEER rating,

repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or

higher compliant, except:

EXCLUDED:

All components and parts relating to geothermal, and/or water source heat pumps including: outside or

underground piping, components for geothermal and/or water source heat pumps,

redrilling of wells for geothermal and/or water source heat pumps, and well

pump and well pump components for geothermal and/or water source heat

pumps. Radiators or valves – Line Sets -

Baseboard casings - Radiant heating – Dampers – Valves - Fuel storage tanks –

Zoned Systems - Portable units - Solar heating systems - Fireplaces and key

valves – Filters – Line dryers and filters - Oil filters, nozzles, or strainers

- Registers – Circulating Pumps – Backflow preventers – Evaporator coil pan –

Primary or secondary drain pans – Condensation Pump – Condensation Drain Line –

Water Leaks - Grills - Clocks - Timers – - Hydronic Heating -Add-ons for zoned

systems - Heat lamps - Humidifiers - Flues and vents – Improperly sized heating

systems – Mismatched systems - Chimneys – Pellet stoves - Cable heat (in

ceiling) - Wood stoves (even if only source of heating) - Calcium build-up – Maintenance. Colonial will not access components and

parts that are obstructed by walls, ceilings or floors. This covered item

applies to a Heat Pump in heating mode during heating season only.

Should the customer have any questions they can feel free to contact our Claims department at

877-313-0001 or email [email protected].

Should the customer wish to cancel the policy applicable cancellation terms do apply:

XI.

CANCELLATION

This coverage shall be non-cancelable by Colonial unless:

1.You fail to pay fees;

2.You attempt to obtain coverage for repair or replacement of an item that

was already in need of repair before

your coverage start date;

3.You purchased “listing” coverage on a home you are seeking to sell and the

sale does not occur.

This coverage is cancelable by you on the following conditions:

4. If you

cancel coverage after the coverage has taken effect, you shall be entitled to a

refund of the remaining fee for the unexpired coverage period pro-rated at the

non-discounted annual plan cost, LESS any costs paid out or owed by Colonial

for claims made prior to cancellation, plus a cancellation fee of $50. Refunds

will be credited to the card used to make the original purchase, or paid via

check to the original purchaser.

5.If you cancel coverage before the start of the coverage period, but no more

than 30 days from initial purchase, if no service request has been made you

will receive a refund of all amounts already paid to Colonial. If you cancel

coverage before the start of the coverage period, 30 or more days from initial

purchase, if no service request has been made you will receive a refund of all

amounts already paid to Colonial less a $50 cancellation fee. Refunds will be

credited to the card used to make the original purchase, or paid via check to

the original purchaser. Refunds never to exceed actual price paid to Colonial.

Sincerely,

Colonial Home Warranty

Consumer Complaints Department