Colonial Home Warranty

Review: This warranty company is a complete joke, when I purchased this home warranty the pone salesman specifically said if the item is on the list it is fully covered no questions ask, just like the ahs warranty I had prior. He went on to tell me that this warranty has the highest satisfaction rating in the industry. When I asked about a few complaints I saw online he told me every company is going to have a few unhappy customers, but if I buy today and at any time was unhappy with the service I could cancel with no fee, and if I had no claims I could have a full refund! All lies I find out later, just to get be to "buy today" fails to cover a simple garage door motor because I did not keep maintenance records on it. Who keeps garage door opener records. There failure to provide any kind of service in this issue is unacceptable. After asking to cancel the cancellation dept was closed, asked to talk with a supervisor and I was hung up on. I have a good feeling that this warranty cover very little of anything. I would Iike a full refund.Desired Settlement: I would like a full refund. Or no cancellation fee. Opened warranty in nov. 1st attempted claim denied

Business

Response:

February 24, 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: Garage Door Opener

Thank you for contacting Colonial Home Warranty regarding this

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

on 2013-11-13.

This contract became active as of 2013-12-14. 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.

This letter is to confirm that Claim# [redacted] filed for Garage Door Opener 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.

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 requested service under a home warranty. The home warran ty repair contractor has been trying to get repair authorization from home warranty company. NO RESPONSE to contractor's calls for more than 7 days.Desired Settlement: Authorization to contractor to repair covered item, or payment to contractor for part to be ordered.

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

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: This complaint is a related to a claim that was denied by Colonial Home Warranty.

Our A/C unit went out over the 4th of July weekend. Per the instructions of the after-hours/holiday claims call center, we contacted a service company, addressed the issue and submitted the claim. The technician found a hole in the coil and a damaged blower house and motor. The estimated repair was $2,642.26. The cost to replace the unit was $5,526.41. We decided to replace it because it breaks down each year. The unit is located upstairs, so every time there is an issue, it causes damage to our ceiling, furniture and carpet downstairs. While the repairs have always been covered by the warranty, the other damage is not.

On 7/25 We submitted a claim for just the estimate of the repair costs and expected to cover the difference between the repair and replacement ourselves. (It took several weeks and multiple calls before their fax machine would accept the fax.)

We were asked to send in copies of all of the repair and maintenance records on the A/C. I sent the records on August 29th. I included all of the records for both of our units because I was unable to distinguish between the repair bills. The downstairs unit failed and was replaced in May of 2011. (We needed to escalate to the Revdex.com before that claim was paid as well.)

We were told that our claim was denied because we have a "mix-matched unit" that is not covered by our policy. I questioned this because all other claims on both units have always been paid, thus implying that the unit is covered by the warranty. I asked for a supervisor to contact me to discuss the claim. No one has returned the call, so I am escalating to the Revdex.com to ask for help.Desired Settlement: We are requesting that the claim for the amount of the repairs be approved and a reimbursement check sent to us.

The amount of the claim is $2,642.26.

Our warranty # is 6275896, purchased on 5/18/2010. It is a 5 year policy, not due to expire until May of 2015.

Thank you for your help. [redacted]

Business

Response:

October 3, 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 2010-04-17.

This contract became active as of 2010-05-15. 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 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

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.

The customer has a Carrier 1996 evaporator and a Lennox 2000 condenser.

This is considered mismatched per the terms. Just a note Colonial has paid out thousands

of dollars on approved claims with this account, unfortunately this specific claim

is not 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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We are asking that the amount of $2,642.26 be reimbursed by Colonial Home Warranty. This is the amount of the estimated repairs to our A/C unit. Over the past few years there have been numerous claims made on the unit, previously covered by Colonial. We are not asking that the company pay for the replacement of the A/C unit or furnace as we are personally assuming the costs of replacement beyond the amount of the quoted repair. (We elected replacement due to the extent of the collateral damage that the repeated unit failures imposed on the home, which are not covered by Colonial.) We are simply asking them to contribute the amount they would have paid to repair the unit. We were advised by the after hours claim center to proceed with an HVAC company that would work over the Fourth of July holiday because they were closed. We maintain that since Colonial has covered all of the past claims on the same unit, that the unit is in fact covered by the warranty. We are requesting that the claim be paid. Thank you again for your help.

Business

Response:

October 16, 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

Colonial reviewed the account and other claims for this unit were performed

within the contractor pre-authorized limit, meaning they do not need to call Colonial

for approval. Once the claim was submitted for approval the information was reviewed

and the terms applied.

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Review: I was enticed to purchase a home warranty from an ad on the Internet and proceeded to purchase a warranty on January 4, The main reason for this purchase was to cover appliances and other essential items in the household as I was temporarily going to live in [redacted]On 01/13/a charge appeared for $Upon my return in May I noticed that the rear burner of my stove/oven combination did not function as well as the timerI also noticed that my washing machine did not drain prior to spinning and I submitted two claims for both of these items and was emailed confirmation Claim Numbers [redacted] for assignment to [redacted][redacted] came to my home and collected the service charge of $per claim and informed me that he would submit a claim to Colonial Home Warranty which was denied via a telephone call to my cell phoneIt seems that the time of the failure and the time I took to report it exceeded their time parametersI did not think this was a priority as I was busy with important matters regarding other major issues however they denied both claims due to this time constraintI protested strongly without any successBoth units are still defective however in time the water pumps out and I can use the other three burners on the stoveI still cannot "time bake" in either oven
I had to go to [redacted] again for another matter regarding business and upon my return, while washing and drying my laundry I noticed the dryer would not shut off sometimes after the clothes were dry so I shut off manually by opening the doorThen it began to function properlyThe last time I went outside for over two hours and when I entered the home the temperature was extremely high and I discovered that the dryer did not shut offSince the function was intermittent I called in a claim for this repair and again was assigned Claim [redacted] and again it was assigned to [redacted] Service who came and diagnosed the problem of a timer/heat control unit and again submitted a claim however he could not find a Model Number or Serial Number on the unitColonial Claims called me and asked me to provide them with the Model Number and Serial Number which I could not findAfter not hearing from them or [redacted] I called the claims representative and was told that since I could not provide them with the model and serial number they offered to send me a Buy-Out Agreement for $Colonial mailed me a "Buy-Out Agreement for Claim Number [redacted]and in that documented stated "You have recently filed the above claim with Colonial Home WarrantyIn lieu of having one of our service representatives repair or replace your clothes dryer, you have accepted a Buy-OutA Buy-Out is an amount paid to you instead of having Colonial Home Warranty complete a repair or replacement of the itemIn connection with this claim you have told our Claims Representative during a telephone call that you will accept a Buy-OutThe Buy-Out amount approved is $To complete the process and issue you a check, please carefully review the statements below and then sign and return this Buy-Out AgreementThe payment, when made, is in full and final satisfaction of the claim filed, you agree that Colonial Home Warranty will have no further obligation to you in connection with the claim you filedYou acknowledge that Colonial has informed you that you have the option to reject the Agreement before the funds are deposited by you by calling [redacted]." This Buy-Out letter is a blatant lieI called the number and was referred to the same claims representative who I spoke to the first time and many, many more times regarding these issuesALL I WANT FROM THIS COMPANY IS TO HAVE MY DRYER REPAIRED or the total amount I paid for this policy refunded to meAlso please note, during one of my telephone conversations I was told that the $represented what the charge for a generic part plus the cost of a service callTheir written service call cost is $per item, which I paidI have no idea what the timer/temperature part would cost.Desired Settlement: Repair, replacement of the appliance or a refund of the amount of the policy for $
Business
Response:
October 9,
Revdex.com of Delaware
Reeds Way
New Castle, DE
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
coverageOur records indicate that the coverage on this account was purchased
on 2013-01-
This contract became active as of 2013-02-Upon purchase Colonial emailed a confirmation of the purchase and
summary of coverage to the customerColonial also mailed a hard copy of the full
terms to the mailing address on file for the customer to reviewColonial gives
our customers 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 claimsOur 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 covered under the home warranty contract
with Colonial Home WarrantyPlease refer to the Section and Item Nolisted
below for specific verbiage:
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 repairColonial reserves the right to rebuild a part
or component, or replace with a rebuilt part or component
The timer part was no longer available from the manufacturer, Colonial
offered $based on the terms above
The other claims were not covered due to Colonial not being notified
right away of the problem, in both cases many weeks later the problem was reported:
AColonial
must be notified by either you or your agent (or tenant) as soon as a problem
is discovered in order for work to be coveredColonial accepts calls hours
a day, days a week, year round at 1-877-808-Colonial must receive
notice of any malfunction prior to the end of the coverage period
Should the customer have any questions they can feel free to contact our Claims department at
877-313-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:
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 $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 days from initial purchase, if no service request has been made you
will receive a refund of all amounts already paid to ColonialIf you cancel
coverage before the start of the coverage period, 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 $cancellation feeRefunds will be
credited to the card used to make the original purchase, or paid via check to
the original purchaserRefunds never to exceed actual price paid to Colonial
Sincerely,
Colonial Home Warranty
Consumer Complaints Department

Review: I purchased a policy(their highest plan which is the independence plan) with colonial home warranty on 15th August 2013.

On Sept 17 2013, I filed a claim with them to fix a leak in my airconditioning duct.

Inspite of paying the $65 visit fee, colonial is asking for an additional $180 to cover for access, material-hauling fee. There is no mention of these additional fees in their contract.

The leak from the duct is in a very accessible place through the attic. I am enclosing excerpt from the contract on this

====================

3. DUCTWORK

INCLUDED: Duct from cooling or heating unit to point of attachment at registers or grills, except:

EXCLUDED: Registers and grills – Insulation – Asbestos-insulated ductwork – Vents, flues and breaching – Ductwork exposed to outside elements – Improperly sized ductwork – Separation due to settlement and/or lack of support – Cleaning – Damper motors – Diagnostic testing of, or locating leaks to ductwork, including but not limited to, as required by any federal, state or local law, ordinance or regulation, or when required due to the installation or replacement of system equipment. Colonial will obtain access to ductwork through unobstructed walls, ceilings or floors, only, and will return the access opening to rough finish condition.

With respect to concrete covered, embedded, encased, or otherwise inaccessible ductwork, Colonial will pay no more than $500 per annual coverage period for access, diagnosis and repair or replacement. Colonial’s authorized Service Provider will close the access opening and return to a rough finish condition, subject to the $500 limit indicated. Colonial shall 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

=============================================================================Des...⇄ Settlement: I would like colonial to cover the repairs and respect the contract. The ductwork repair should be completely covered after paying the $65 visit fee, which I have already done. There should be no hidden charges....Every duct repair needs access and materials to be hauled away

Business

Response:

October 21, 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: Ductwork

Thank you for contacting Colonial Home Warranty regarding this

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

on 2013-08-15.

This contract became active as of 2013-09-15. 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 Ductwork 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:

6. You may be charged an additional fee by the service provider to dispose of an old

appliance, system or component, including, but not limited to the following

items: condensing units, evaporator coils, compressors, capacitors,

refrigerators, freezers, water heaters, and any system or appliance which

contains dangerous or hazardous materials. Colonial is not responsible for

pickup and/or shipping fees for repairs or replacements of any covered

component, system, or appliance.

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:

Hi,

I dont accept that the pickup-charge for a small-piece of duct takes $180. I would like to see a receipt or a substantive basis from the business that indicates the shipping charge is $180.

Here's a sample cost of the material at a local hardware store which is 12 min drive from my house :

Here's the store location and directions from my house

Directions from [redacted] (5.9 miles, 12 min)