Colonial Home Warranty

Review: Unable to contact business the number listed shows that the business is closed which is their 24/7 service number for the past 10 days. Paid for a year of home warranty the contrator they sent is also unable to get in contact with the business to get approval to proceed. Since then I am now having to pay the full out of pocket expense to resolve the issue in my home.

I have also contacted my credit card company to dispute the changes that I paid for this coverage, they will be refunding me the amount within 3 to 5 business days.Desired Settlement: Honor their contract agreement and reinburse me my full out of pocket expense

Review: Colonial Home Warranty is supposed to cover any appliances that have issues within our home. I have paid for coverage for 2 years. My dishwasher broke, but they will not fix it saying that there is a manufacturer's warranty in place. I called the manufacturer and the circuit board is no longer covered under the manufacturer. When I called Colonial back to let them know that it was not covered, they said that since the dishwasher racks have a 10 year warranty they will not fix the circuit board. The dishwasher racks have nothing to do with the circuit board problem. The home warranty just does not want to cover the cost of fixing it. They have found a loop hole in the wording of the warranty. I feel this is completely dishonest to do to their faithful customers who pay for coverage. It also makes me completely aware that in the future I would have additional problems with getting them to cover things that need to be taken care of.Desired Settlement: I would like my dishwasher repaired.

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: Dishwasher

Thank you for contacting Colonial Home Warranty regarding this

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

on 2012-10-10.

This contract became active as of 2012-11-10. 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 Dishwasher 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:

17. Colonial will not cover any repair, replacement, installation, or modification of any

covered system or appliance arising from a manufacturer’s recall or defect of

said covered items, nor any covered system or appliance while still under any

existing manufacturer’s, distributor’s, or in-home warranty.

The dishwasher had an existing manufacturer warranty thus excluding

it from Colonial's coverage.

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Review: I sent Colonial Home Warranty (XPD Warranty Group) a certified letter, return receipt signed by them, on September 7, 2013, notifying them to cancel my warranty and refund my money. I paid an annual fee of $373.88 on July 30, 2013, warranty effective August 30, 2013. They covered me for 7 days. Their contract, which I did not receive until after I paid them, calls for a $50.00 cancellation fee. On September 17, 2013, Colonial's salesmen [redacted] called me in an effort to change my mind. I told them that I wanted my refund and I did not want to do business with Colonial Home Warranty anymore. I told them that I did not realize at the time I paid them that Colonial had a C rating with the Revdex.com and that over 443 complaints had been filed against them in the last 3 years. This was unacceptable for me to continue a business relationship. [redacted] said that he would forward my request. Colonial has not sent me the money they owe me and I am seeking my refund.Desired Settlement: Refund my money minus the 7 days they covered me at the same discounted rate I paid them $373.88. They did not furnish copies of their contract terms to consumers before payment is made in full.

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: Air Conditioning

Thank you for contacting Colonial Home Warranty regarding this

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

on 2013-07-30. This contract became active as of 2013-08-30. 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.

The customer canceled coverage on 9/17/13

and was issued a refund per the terms accepted. Customer's are informed that refund

process in 10-12 business days. The refund was processed to the credit card on file

on 9/30/13. The account was pro-rated for the first month plus a $50 cancellation

fee.

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 had an over the stove microwave go out. I called them, it took two days to get someone here. They call service people they have contracts with. He said he would have to order a part, would probably have it, in a week. I said ok. Well about 10 days went by, I did not hear from anyone. I finally called , Colonial Home Warranty, told me, that "The part was on back order, and no idea when they would get it so they are giving me a buyout." I said no, I want it replaced then, if you can't fix it you have to replace it. They said no, there is what they will offer. So I called the service people back, they are under contract with Colonial, they said, they could get the part in 5 days, they sent an e-mail in for approvial. They got an e-mail back, that Colonial has closed my case, they are not going to fix my microwave. I called them back, and they said they could not garentee that part so they are giving me a buy out. So they just did not want to pay for this claime. The part cost $144.00, with $195.00 labour plus tax, that is more than a new one, which cost about $225.00 not including the installation. They are giving me $57.00 for a buy out. How is this fair. I have been paying my monthly payments with out fail.Desired Settlement: Since I am going to have to pay for the cost of a new one, plus installation cost. I also had to to pay their $65.00 labour cost to the service company on top of not getting it fixed.

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: 1[redacted]

Claim #: [redacted]

Type of Claim: Built In Microwave

Thank you for contacting Colonial Home Warranty regarding this

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

on 2012-09-06.

This contract became active as of 2012-10-07. 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 Built In Microwave is covered under the home warranty contract

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

below for specific verbiage:

11. If parts are no longer available, Colonial will offer a cash payment in the amount

of Colonial’s estimated cost of parts and labor of the covered repair. Colonial reserves the right to rebuild a part

or component, or replace with a rebuilt part or component.

The customer was offered $57 per the terms above. The customer cancelled

their account. 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 purchased a home warranty from Colonial Home Warranty Co. They are not answering their phone, and they are not paying claims. It appears to be a bogus company.Desired Settlement: I would like a full refund for the price of the warranty.

Review: We bought a 3 year home warranty policy from Colonial Homewarranty (Account # 31567175) in December for which we paid $927.21. We had an issue with a valve that supplies water to our washer for which we made a service call. Colonial was unable to find a plumber who would service this issue and they asked us to get our own plumber and told me that we will be reimbursed for the expenses. We followed the process they had described including getting receipt and submitting the claim for $432 along with receipts. We also gave them information of the plumber who performed the job so that they can talk to him. After submitting the claim reimbursement, we made multiple calls as were given the run-around for 2 weeks. We finally told them that if they cannot resolve the issue, we would like our policy cancelled and our money refunded. This was 2 weeks ago. Since then, we have not been able to make any contact with this company. Their phone number (1877-313-0001) have not been working for 2 weeks. We have tried calling at least a dozen times during their open business hours over past two weeks and get the message that they are closed. We have also sent email to the email address on their website ([email protected]) and have not received any responses. It appears that this company is fraudulent and has run away with our money.Desired Settlement: We would like to get reimbursed for our claim in the amount of $432. Additionally, due to their non-responsiveness and poor servive, we would like to cancel the contract with Colonial Home warranty and get a refund of our premium ($927.21). Total amount = $1359.21

Review: I dropped my home warranty company to move my business to Colonial Home Warranty. Part of their selling point was they offered the same services for a lower premium than the company I was with. I just recently made a claim and found that what they advertised is not what I'm getting. According to the advertisement, there is only one fee per visit UNLESS multiple technicians are used, then you are required to pay them all (understandable). I called to have my dishwasher and microwave fixed. They sent only 1 technician but I was charged 2 fees, one for each appliance. Needless to say I was shocked! I verified through Colonial that I did indeed have to pay twice. When I brought up the ad the representative I was speaking with [redacted] said if I had read my contract I'd see there are fees per appliance. I am extremely disappointed that I was misled. There were other companies I could have used.Desired Settlement: I want Colonial Home Warranty to STOP their misleading advertising and to pay the $60 for the second appliance.

Business

Response:

September 18, 2013

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: [redacted]

Coverage Address: [redacted]

Claim #: [redacted]

Thank you for contacting Colonial Home Warranty regarding this

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

on 2013-01-14.

This contract became active as of 2013-02-14. 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.

The terms state as follows:

You

will be required to pay an $60 service call fee (varies by location and plan,

refer to your Order Summary page for your specific rate) for each item to be

diagnosed by a service provider, or the actual cost, whichever is less. The

service fee is for each item to be diagnosed by a service provider approved by

Colonial, and is payable to the Colonial approved service provider at the time

of each visit. The service fee will

apply to each call, including those calls where coverage is denied. The service

fee is also payable by you if you fail to be present at a scheduled time or if

you cancel a service call while a service provider is in route to your location

or at your location. Any failure to pay

the service fee will result in suspension and cancellation of coverage until

such time that the proper service fee is paid, at which time coverage may be

reinstated; however the coverage period will not be extended.

The customer filed numerous claims for different appliances on 9/4/2013,

per the terms the customer is required to pay a service call per claim.

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 washer stopped working, Colonial sent out a repair contractor. Colonial would not pay to repair and offered to pay me $194 for my washer. I had to fill out paperwork and once they received it they had 30 days to mail out the check. They are taking their sweet time. They received my paper work on 12/25/2013 an I called several times asking to put a rush on it. They said it will be mailed by 1/25/2014. I have been calling every few days wondering where my money is. Last Monday 2/3 they said the check is cut, and the same thing today 2/10. Nobody you talk to can verify if it has been mailed out, very poor customer service.Desired Settlement: I want my check Fed Ex next day to me.

Business

Response:

Colonial records indicate that Check # [redacted] issued on 1/29/2014 and processed on 2/3/2014 to [redacted]

The customer should allow 15-20 business days to receive by mail before requesting a new check issue.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that finally receiving the check is satisfactory to me. I will take my business elsewhere due to their lack of concern, urgency of the matter and customer service.

Review: This really is more than just a refund issue. It's also a customer service and repair issue. We put in a claim for a leaking dishwasher. Colonial sent out an appliance repair man who said it was a leaking gasket. We paid him his $45 service fee. He ordered the part and came back to replace it over a week later. That evening we ran the dishwasher and it continued to leak. I called Colonial and they sent the appliance repair man back out. He came and said it was a plumbing issue and I would have to have a plumber look at it. Colonial (for some reason) created a new claim number and sent a plumber out the next week who looked at the dishwasher and said it wasn't a plumbing issue. It was just a leaking hose that was improperly diagnosed by the appliance repair company and that we'd have to get the appliance company back out there to fix it. He did not ask for payment. We decided to cancel the claim and buy a new dishwasher. I asked Colonial for my $45 service fee to be refunded since they didn't resolve the issue. They asked me to send a copy of the receipt for the dishwasher and a signed buyout agreement form. After two months without hearing back, I emailed them. When we finally spoke they said they hadn't sent the check because I never paid the plumber's service fee. I asked why I should have had to pay a second fee when they sent out the wrong type of repairman to begin with. I was told it was because it was a new claim. A claim that they created even though it was for the same dishwasher issue. He said he would send my check for $45 if I would pay the $45 plumber fee. That makes so sense: $45-$45=$0. I explained that I was never told there would be another service fee. He said that because a new claim was created, there was a new fee. I told him I didn't ask for a new claim and that I wasn't told there'd be a new fee. After a lot of arguing, I gave up. We gave them a month to fix our dishwasher and it never happened. We bought one out of pocket ($1,000) and they still got to keep their $45.Desired Settlement: I would love a $45 refund but I know it will never happen. I really want people to be aware of how terrible this company is. They created multiple unnecessary claims in order to receive multiple service fees. Their customer service is terrible. I've never gotten into a screaming match on the phone until Colonial came along. They never resolved my dishwasher issue, even though we gave them well over a month to do so.

Business

Response:

Review: Failure of Company to 1 provide a service Technician each time we need one, 2 telling me to hire my own Repairman even after me telling the exact problem and them knowing they would not pay for it, since they claim even though I was told when I bought Contract all Appliances and Pool are covered, plumbing etc , now they state plumbing in the Refrigerator is a non covered item which they should have told me when I told them the problem instead of telling me to hire a Repair man and sending them the bill, we could have repaired it our selfs. 3 stringing us along in processing Claim knowing full well once I faxed the service bill they would not pay for it, and 4 denial of claim if you guarantee the Refrigerator, the water valve is part of it. Or since Plumbing is also covered, specifically valves, they should process it under the plumbing coverage.Desired Settlement: Payment for service call

Business

Response:

February 24, 2014

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: 3[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 2011-03-21.

This contract became active as of 2011-03-25. 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.

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.

Colonial records indicate max coverage provided on the pool claim per

the terms.

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 recently purchased a three year home warranty from Colonial Home Warranty after buying a studio in Atlanta. I had the studio inspected prior to purchasing, but after visiting I noticed several things not working correctly. I contacted Colonial Home Warranty and had three service calls for the heating unit, the bathroom, and the fridge for $60 each. Colonial came out and fixed the bathroom and the fridge, but refused to fix the heating unit. As result I have had to pay $$715 out of pocket to have the item fixed. $450 for the part, $150 for the labor, $60 for the original colonial home warranty visit, and $55 for the Western Union Money transfer.

The reason Colonial refused to cover the part is that they said it was a per-existing issue. HOWEVER, the fridge and the bathroom were reported at the same time and they had no problem paying for that. In reality, the part was expensive, and they simply did not want to pay for it. It's poor ethical practice, and since they covered the fridge and the bathroom they should cover this as well.Desired Settlement: I would like a refund of $655 to cover my expenses. $450 for the part, $150 for the labor, and $55 for the Western Union money transfer fee.

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: 1[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 2013-12-03.

This contract became active as of 2014-01-03. 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:

c.

Are in proper working order and in place on the date coverage begins (see

Section II below).

1. 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 customer stated the problem initially started prior to the start

of coverage. The contractor as well stated the unit was vacant. Based on the diagnosis

Colonial determined this claim to be pre-existing to the contract term. Two other

claims were filed which were filed per the terms.

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: Dear Revdex.com Representative-

I entered into a 3 year contract with Colonial Home Warranty on June 25, 2012 for at total price of $900. The home owners warranty is designed to offer home owners repair or replacement of the systems in a home, as specified by the agreement. One year later, my air conditioner failed, and Colonial denied the repair of the air conditioning system, citing corrosion and pre-existing conditions. The system was operational for an entire year after I purchased the home warranty; however, I did not pursue the claim. In August 2013, my dishwasher failed and I filed a claim with Colonial. They once again rejected the claim, stating that since two non-mechanical portions of the dishwasher (the door liner and tub liner- both non-moving plastic molded parts) are still under warranty, they will not repair the motor of the dishwasher which has failed. This does not provide the insurance from major system failure which Colonial is supposed to insure against. In this case, they should unquestionably repair the failed motor, or replace the dishwasher. I disputed their rejection of the claim, and Colonial again refused to repair the dishwasher. I cancelled the policy in frustration, which should have been prorated for the time which I had the warranty. I should have received at least $525 back in the form a refund for the portion of the warranty which I did not use. However, they credited my credit card for only $81.87. I requested a detailed breakdown of how they arrived at this figure, and they refuse to do so. At this point, I have lost $900 which I paid for the insurance, $2,700 which I paid out of pocket for the replacement of my A/C unit, and approximately $600 which I will have to pay for the purchase and installation of a new dishwasher, for a total loss of $4,200 associated with the purchase of the Colonial Home Warranty. I request assistance in having the dishwasher replaced by Colonial, and a refund of $525 for the portion of the warranty which I have not used, and refund for the $2,700 cost for the air conditioning unit.

I sincerely appreciate your assistance with addressing this situation with Colonial Home Warranty.

Sincerely, [redacted]Desired Settlement: I request assistance in having the dishwasher replaced by Colonial, and a refund of $525 for the portion of the warranty which I have not used, and refund for the $2,700 cost for the air conditioning unit.

Business

Response:

November 12, 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 2012-06-25.

This contract became active as of 2012-07-26. 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:

13. Colonial is not responsible for repairs or replacement related to inadequacy, lack of

capacity, lack of maintenance, improper installation, mismatched systems,

oversized systems, undersized systems, secondary damage, previous repair or

design, manufacturer’s defect, and any modification to the system or appliance.

14. Colonial

will not pay for repairs or failures if you fail to perform normal or routine

maintenance. For example, you are responsible for providing maintenance and

cleaning pursuant to manufacturers’ specifications, such as periodic cleaning

of heating and air conditioning systems, evaporator coils and condenser coils,

as well as periodic filter replacement.

Colonial reserves the right to request copies of your maintenance

records. Colonial reserves the right to deny coverage due to your failure to

produce maintenance records. If a system or appliance is found to be

non-maintained at the time of diagnosis that system or appliance will not be

covered.

The AC system was determined to be undersized. The unit also showed

signs of rust and corrosion. The customer was well was unable to provide service

records for the unit.

The Dishwasher was not covered due to the existing manufacturer warranty

and the terms:

17. Colonial will not cover any repair, replacement, installation, or modification of any

covered system or appliance arising from a manufacturer’s recall or defect of

said covered items, nor any covered system or appliance while still under any

existing manufacturer’s, distributor’s, or in-home warranty.

The customer cancelled and was issued a refund per the terms. The account was pro-rated for 15 months,

there was a $50 cancellation fee, and $145 in approved claims were deducted from

the balance.

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 a warranty with Colonial Home Warranty. I had two plumbing issues at my home at the same time. A shower has a leaking pipe and a toilet is leaking. I called the company and they sent out a local contractor. The contractor came out two days later and I paid him two deductibles of $65 each since there were two issues. He then said, yes you have leaking pipes and called Colonial Home Warranty to make sure I was covered. After 3 weeks of me calling Colonial Home Warranty every other day for status, somebody finally gave me some answers. First, he said that the contractor snaked out my toilet and I had to pay for that because that service is not covered. However, the contractor never snaked out a toilet as there was no clog in any toilet. Next, he said that instead of fixing the two plumbing issues that are covered by the warranty, they would instead give me $25 to pay for the parts and do the work myself becaus the contractor could not do the work for me. But when the contractor was at my house, he siad that it was an easy fix and would be just a couple of hours worth of work maybe. I called the company that was hired as the contractor. The man there told me that they will no longer do any work for Colonial Home Warranty because of how they operate.

I called Colonial Home Warranty back and demanded my deductible back. They sent out a contractor that will not do business with them in order to collect the deductible fees. The man that said his name is Robert Harris (was shakey on his name though) said that he looked into my claims and now they wont cover the leaking shower. He then told me that if I want to dispute the claim, that I have to write into the corporate office.

What is the point of a warranty if you pay them to come out and they offer you a refund of 20% of how much you paid them in order to fix it yourself. If you can easily fix something yourself, you would not call the warranty company in the first place! Also, they said that the $25 was the cost of a wax ring for the toilet, and that is the cost that they can get the part for. I asked for a written estimate from the contractor so I can see how they came up with $25 and they will not give me that info. So not only will they not give me my money back, but they wont give me any proof of how they came up with the amount they will give me back.Desired Settlement: I want my deductible back in the amount of $130.

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: Plumbing Issue

Thank you for contacting Colonial Home Warranty regarding this

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

on 2012-10-14.

This contract became active as of 2012-11-27. 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 Plumbing Issue are partially covered under the home warranty

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

listed below for specific verbiage:

PLUMBING

SYSTEM/STOPPAGE

INCLUDED: Leaks and breaks of water, drain, gas, waste or vent lines,

except if caused by freezing or roots - Valves for shower, tub, and diverter

angle stops, risers and gate valves - Stoppages/Clogs in drain and sewer lines

up to 100 feet from access point. Mainline stoppages are only covered if there

is an accessible ground level clean out, limited to one main line stoppage per

policy year, except:

EXCLUDED: Stoppages and clogs in drain and sewer lines that cannot be

cleared by cable or due to roots, collapsed, broken, or damaged lines outside

the confines of the main foundation (even if within 100 feet of access point) –

Access to drain or sewer lines from vent or removal of water closets - Cost to

locate, access or install ground level clean out – Slab leaks - Polybutylene or

Quest piping – Galvanized drain lines - Hose Bibs - Drum traps - Flange-

Collapse of or damage to water, drain, gas, waste or vent lines caused by

freezing, settlement and/or roots – Faucets, fixtures, cartridges, shower heads

& shower arms - Baskets and strainers – Instant Hot Water - Popup

assemblies - Sprinkler Systems – Toilets – Whirlpool Tub - Bathtubs and showers

- Glass - Shower enclosures and base pans – Roman tubs - Bath tub drain

mechanisms - Sinks - Caulking or grouting - Septic tanks - Sewage ejector pumps

- Water softeners - Pressure regulators - Inadequate or excessive water

pressure - Flow restrictions in fresh water lines caused by rust, corrosion or

chemical deposits - Holding or storage tanks - Saunas and/or steam rooms.

NOTE: Colonial will provide access to plumbing systems through unobstructed

walls, ceilings or floors, only, and will return the access opening to rough

finish condition. Colonial will pay no more than $500 per annual coverage

period for access, diagnosis and repair and/or replacement. Colonial’s

authorized Service Provider will close the access opening and return it to

rough finish condition, subject to the $500 limit indicated. Colonial will not

be responsible for payment of the cost to remove and replace any built-in

appliances, cabinets, floor coverings or other obstructions impeding access to

walls, ceilings, and/or floors.

2.

Colonial reserves

the right to offer cash back in lieu of repair or replacement in the amount of

Colonial’s actual cost (which at times may be less than retail) to repair or

replace any covered system, component or appliance.

The customer had three separate plumbing issues one of which was covered.

Colonial offered a reimbursement per the terms for the wax ring of $90 - $65 = $25

which was approved on this claim. The customer is responsible to pay a service fee

for each issue diagnosed regardless of 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: I have a contract with Colonial Home warranty. They have a 24/7 phone to call for service. I have called the number 4 days in a row (Sunday-Wednesday) and a received a message that their office is closed. Two weeks ago I had plumbing stoppage and it took four days to get someone to restore my household use of 2 bathrooms. Now I have more plumbing issues and the company does not answer the phone. I have tried several of the numbers and get the same message. I want all my money refunded along with the $55 service fee so that I can get a plumber to fix my problems.Desired Settlement: I want my full contract fee and service fee of $55 refund now so I can find a plumber to fix my problem

Review: Tried to contact Colonial Home Warranty and the phone number is disconnected and cannot access their web page

Review: I purchased /paid in full for a home warranty contract through Colonial Home Warranty in 2013. My water heater went out and went to call them and see they have gone out of business.aread a lot of reviews that they scammed a lot of people out of money right before they close the doors and now I have no way of getting my repairs done and no way of getting my money refunded back on a null n void contract. Please let me know how to proceed?Desired Settlement: I either want a refund or want whomever that bought them out to honor the contract.

Review: I am stationed over seas and while in the states I found out that colonial went out of business. I don't know how to contact them and have been trying. I want to know what happened to the contact I had with them? Is there a way for me to get a hold of them for a refund? How can they go out of business and not inform their customers? Some one help please?Desired Settlement: I would like to know what happened to the contract they had with me? I would like a refund if they are not going to honor the contract.

Review: Colonial solicited me for their Home Warranty Policy. Their phone rep told me policy would repair/replace damaged for equipment and appliances in my home. No exclusions or limitations were mentioned. The purchase was completed over the phone. The amount was for $1020 to cover a 3 years period. Yesterday, almost 3 months following purchase, the Furnace in my home stopped working. I filed a claim. Colonial arranged for an HVAC technician to come out. The Tech filed a report stating equipment failure due to wear and tear, and that a new gas furnace was required. Colonial followed shortly by asking me to show proof that I have been using a professional company to check and service heater for the past two years. Colonial rejected my claim after I had the HVAC checked sometime last year but have not kept a record, and that it would take me time to searching for evidence. I further stated that the temperature was falling to 20 degrees. Repair is needed immediately and that whether or not the equipment was inspected or not should irrelevant. The fact is the system has been working to provide adequate heat for the past couple of month and that was before I bought the warranty.Desired Settlement: I paid a contractor $1825 to replace the system. I want to be reimbursed. I am also willing to accept policy cancelation for the full refund of $1020 that I paid. I am willing to accept policy cancelation as an alternative, simply because I would have not bought the policy had such limitations been disclosed to me at the time of the sale.

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 2013-10-29.

This contract became active as of 2013-11-29. 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 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:

14. Colonial

will not pay for repairs or failures if you fail to perform normal or routine

maintenance. For example, you are responsible for providing maintenance and

cleaning pursuant to manufacturers’ specifications, such as periodic cleaning

of heating and air conditioning systems, evaporator coils and condenser coils,

as well as periodic filter replacement.

Colonial reserves the right to request copies of your maintenance

records. Colonial reserves the right to deny coverage due to your failure to

produce maintenance records. If a system or appliance is found to be

non-maintained at the time of diagnosis that system or appliance will not be

covered.

Colonial requested records from the customer, the customer stated no records were available. The claim remains

non-covered per the terms.

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 have had home warranty coverage with Colonial Home Warranty out of Wilmington, DE, for nearly two years. On filing our first claim over a stove/oven problem, we paid a $45 diagnostic fee for the repairman they referred us to. He stated that the coil circuit was bad and since the unit was an older model he doubted he would be able to find a replacement part (turns out he wasn't able to). Colonial then contacted us and offered to settle the claim for $60. The "customer service" rep explained that it was not their responsibility to find a replacement part, but ours, and that they had no further responsibility to either repair or replace the broken stove because it was an older model. Now, if all of our appliances were new, I doubt that we would be paying Colonial or any other warranty company over $400 a year for "warranty" services. The rep was not willing to provide a telephone number to the corporate office but invited us to write them a letter.

This is a very unsatisfactory experience since we have paid for warranty coverage in good faith only to discover on filing the first claim that our coverage is virtually worthless since we had to pay $45 for the diagnostic appointment and will have to pay to replace our stove. Getting $15 back ($60 - the $45 we paid) as settlement on two years of warranty investment is a pretty raw deal. We are seeing repair/replacement or refund of premium as satisfaction of the complaint.Desired Settlement: Repair or replace the broken stove appliance or issue a refund of the premium / annual warranty amount.

Business

Response:

December 12, 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: Range Oven or Cooktop

Thank you for contacting Colonial Home Warranty regarding this

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

on 2010-08-27.

This contract became active as of 2010-09-10. 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. 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 Range Oven or Cooktop 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:

11. If

parts are no longer available, Colonial will offer a cash payment in the amount

of Colonial’s estimated cost of parts and labor of the covered repair. Colonial reserves the right to rebuild a part

or component, or replace with a rebuilt part or component.

The board for this oven was no longer available from our distributors

or the manufacturer, per the terms Colonial offered a buyout based on the part cost

per the above terms.

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 husband and I had 3 home warranty policies with this company. On March 25, my husband tried to file a claim, but the company phone went directly to voice mail. We later found out they are out of business. Apparently their customers were never notified. Not only are we out of our money for the policy, we now have to pay for a water heater that was supposed to be covered by this fraudulent company. I have read numerous complaints against them on-line. What kind of recourse does one have in this kind of situation and will anything be done about this legally?Desired Settlement: We would like to be reimbursed for the time that was still left on our policies, plus the cost of the water heater replacement that would have been covered under this policy.