Colonial Home Warranty

Review: I requested a service call on my dishwasher in early March, through the Colonial Home Warranty website. The service provide, Friday Appliance Company, came to my home on March 14. The technician recommended replacement of the dishwasher, as too many parts needed to be repaired or replaced. He explained that he needed to get approval from Colonial. After a week and a half of waiting, Colonial has not responded to the contracted company. My log-in to the Colonial website does not work, and there is not answer at any time of day when I call the phone number. The contractor has not been able to reach Colonial either. I pre-paid for a year of warranty service. I also paid the contractor the required $60 co-pay, although no repair service has been performed.Desired Settlement: I would like my dishwasher replaced, or I would like my home warranty refunded, in addition to the $60 co-pay.

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)

Review: I have had a home warranty with Colonial Home Warranty of Wilmington, Delaware for a while.

On February 6, 2014, Paddock Pools came out to do the annual pool startup and indicated that there was a crack in the filter and It should be replaced. I called Colonial Warranty Claim [redacted] and they sent out Knock Out Pools, [redacted] They recommended that the filter should be replaced. Well, I waited to hear from Colonial and after waiting a week I called and was told the filter replacement was not needed, after it was stated by two pool companies that it should. I asked to speak to a manager and was told they were not available. So, I wrote an e-mail and no reply, so I sent a letter, registered that had to be signed for (2-24-2014) and asked for a call and a letter in writing on WHY it was declined. Well, I have never heard back and when I call the message states: “Our Office is Currently Closed”.

Either, they have gone out of business or don’t believe in honoring their contracts. I would like to speak with a person from Colonial and get my filter replaced as my pool after a $500 startup is a mess.

If there is anything you can do to assist me with this I would appreciate it.Desired Settlement: I would like the pool filter replaced. And if I don't hear from them and have to have it replaced, I would like to be re-imbursed foor having it replaced, as this is something that can't wait.

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: 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: This company never sent me a letter saying they were filing a Chapter 7 Bankruptcy And I was not refunded my money I paid for a 3 year plan up front ad would like my money back so I can find a new companyDesired Settlement: I want my money back

Review: I paid for 3 years of home insurance through Colonial Warranty Group, Inc., and when they denied a claim I put in I told them to send me the balance of the 2 years I paid for and have not used, which they said they had 4-6 weeks to refund my money but would not send me an email confirmation stating this & a few weeks later when I called to check up on the status of my refund, I found out they closed their business & filed chapter 7.Desired Settlement: I just want the money owed to me for the services they did not provide me.

Review: After reporting problems with dishwasher and oven, the claims were assigned to contractors. After contractors collecting service charge and identifying the issues, Colonial denies the claims stating that the issues were not reported within 24 hours. The issues were actually reported within 24 hours. Still they do not honor my words. After getting upset with them, I have decided to cancel the policy. To my surprise, they charge for an extra month plus $50 service charge (not sure what is that for) and $50 early termination charges. After all these I got $82 back out of $388.

I felt that they would find one or other way to deny the claims and steal money from customers.Desired Settlement: Do not cheat customers.

Business

Response:

March 6, 2014

RevDex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Thank you for contacting Colonial Home Warranty regarding this

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

on 2013-10-07. This contract became active as of 2013-11-16. Upon

purchase Colonial emailed a confirmation of the purchase and summary of

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

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

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

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

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

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

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

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

The customer canceled coverage on 2/6/2014

and was issued a refund per the terms accepted. Nothing further will be covered

since the account has been canceled.

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: My complaint is that Colonial offered $215.98 as the replacement value for my washer. The customer service technician said that did not have washers in stock to replace mine with similar capacity or capability. The practice of offering customers the replacement value at Colonial's cost is absurd as I bear the burden of substantial cost difference because Colonial doesn't stock a suitable replacement. I would agree to accept the cost of a replacement appliance at the consumers price ~$450.00 prior to taxes. It is an insult to offer less than 50% of the replacement value. Can Colonial provide the information of any source that can provide me a washer of similar specifications at $215.98?

After accepting this ridiculous offer over 60 days ago, I still have not received compensation.

Desired Settlement: I would like my refund as soon as possible in addition to an investigation into the business practices of this organization. Truly a bait and switch operation that preys on those looking for home warranty coverage.

Review: Warranty company refuses to fix my clothes washer as I do not have maintenence records on file and/or inspection including that the appliance was working at time of home purchase. Company failed to provide terms prior to accepting payment, but had me agree electronically agree to terms months after accepting payment and informed me that there would be a cancellation fee if I failed to agree.

Based on the terms I was forced to agree with

Most, if not all of my appliances are not covered because they are older than 1 year, and not included on my home inspection (as working). I have owned my home 6 months.Desired Settlement: Full disclosure should be given by the seller and/or agreement of terms prior to purchase should be fully executed, responsibility of the seller. I would like a full refund of my warranty as I believe I was improperly informed by sales representatives, including "cancellation fees".

Business

Response:

March 6, 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: Clothes Washer

Thank you for contacting Colonial Home Warranty regarding this

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

on 2013-07-17.

This contract became active as of 2013-08-17. Upon purchase Colonial emailed a confirmation of the purchase and

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

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

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

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

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

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

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

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

This letter is to

confirm that Claim# [redacted] filed for Clothes Washer 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

Consumer

Response:

Although the information contained in this response may be accurate, the company is not acting in the best interest of their customers, failing to state pertinent information that in my opinion should be disclosed prior to acceptance of payment. I was not informed of this information prior to making a claim, I had not even purchased the home at time of sale of said policy, and mail may have been interrupted by the relocation and/or forwarding address's potentially filed by the previous homeowners. The sales person on the phone stated that I would have no issues, and specifically covered the items that were included in the policy, giving me the impression that I would not have an issue.

Following this complaint I reviewed other complaints made on this company, and it should be clear at this point that the company attempts to elude giving the information verbally to complete the sale and/or commission. One particular concern that I now have is that the policy states that they only cover one device (if you have for instance 2 units, like air conditioners). I had specifically asked the sales person to confirm that both units were covered, at which time was confirmed, but the terms that are accepted prior to filing a claim says otherwise.

I am now under the impression that none of my appliances are covered by this warranty that came with the home, due to the prior homeowners not having given me maintenance records. It should be expressed at every sale that this will be necessary to file a claim.

Thank you for your time,

Review: The first and only claim I placed was for service on my oven. I waited 60 days after paying the service fee and being told my stove would be repaired. After the first 30 days I had a dispute with a CSR regarding the model number of the unit. Next, I was told that my oven could not be repaired by replacing the non-working parts and that the board needed to be rebuilt. Two weeks later I got a call after waiting an additional 30 days stating that my claim had just been reviewed and my oven would not be repaired because I reported the issue in my initial claim to Colonial 2 days after I noticed there was a problem with the oven. They told me I had 24 hours to report it for coverage. Then I was told they could not send me the contract in the mail and they could not email that specific contract language to me either. So I paid $60 for no reason and my oven was not repaired. I asked twice for a supervisor to call me back, but that never happened.Desired Settlement: I want the oven repaired or a full refund of my warranty coverage that I paid up front in full.

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: 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 2013-07-08.

This contract became active as of 2013-08-08. 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 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:

XPD

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

within 24 hours of a problem being discovered in order for work to be covered.

The claim was filed days after the problem was discovered.

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 have contacted this company for few times to have some repairs done through their contract. Each time they either try to get out of the payment or give me excuses to deny the payment. They have given me such options and excuses which are not understandable. Either way I have to pay the cost of repairs from my pocketDesired Settlement: I will be happy to talk to a responsible person to resolve the issues and may be just end the terms and refund the remaining balance on the contract.

Business

Response:

December 24, 2013

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: [redacted]

Coverage Address: [redacted]

Thank you for contacting Colonial Home Warranty regarding this

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

on 2012-01-23.

This contract became active as of 2012-02-17. 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.

Colonial records indicate numerous claims on this account which were

all processed per the terms. Colonial records indicate coverage approved on many

of the claims as well. The customer needs to be more specific in his request or

can review the terms linked above for more information.

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 purchased home warranty from Colonial Home Warranty 6 months ago and paid 5 years plan ($3982,30) in advance telling me this will be a substantial saving. I placed a service call for water heater on 2/24/14. A service person came out and collected service fee but did not do anything. I filed a complaints with Colonial and placed another service request on 3/13/14 but no on contacted me for over 2 weeks. I called back Colonial Home Warranty but no one answers.Desired Settlement: I want to cancel my policy with this company and want a full refund of 5 year warranty premium payment ($3982.30) which they guaranteed.

Review: my furness stoped working,so I got in touch with the warranty companey.iI was told it would take them up to 3 or 4 days befor they could get some one out to my house.Now we just had a snow storm in Ill,and the temp was below 0.They told me that I could have some one come out and fix it and they would renburse me.Well I had [redacted] come out to fix the furnes,and he got it fixed and called the warreanty company to let them know what the problem was..After he talked to them he called me on the phone and told me the person he talked to had no knowledge of a furnes at all.and he did not understand any thing that Chuck was telling him.Now when I called the warranty company back to check on my claim,I was told that [redacted] told them that my furnes failed because of lack of maintance,so I will they will not be paying this claim.I called and taled to some one at the warranty company and I told them Chuck did not say my that.And [redacted] told me to have them call him and he would get it straten out.They told me the claim had already been filled and that they are not going to call him,because he cant change what he said.Now [redacted] serviced my furnes on 02/25 2014 it cost me $45.00 dollors to get my furnes checked out.Now my furnes went out on 03/05/2014.My claim number for this is 2173900..Mr lundgren phone number is 2174976676 or 2174464652.It cost me $296.88 to get my furnes fixed.Now I am only supposed to pay $55.00 for service fee.They are supposed to renburse me $241.88.But they said that they arent paying anything back.I just renewed my plan with them on 12/10/2013 till 01/11/2015.the price they charged for the plan is $498.50 with a dscount of $99.70. Total was $398.80.Desired Settlement: I would like to get the money that is owed to me.

Review: I took out a three year accont starting 3/28/213 to 6/26/2016 now they have closed and filed bankruptcy. There was no notification.lDesired Settlement: eighthundred dollars

Review: We have been paying our premiums, thus fulfilling our end of the contract. However, we just found out that they have filed for bankruptcy since March 2014. What is our recourse?.

Thank youDesired Settlement: We want our premium refunded.

Review: My husband and I purchased a home warranty plan with Colonial Home warranty on March 22, 2014. We have not had to use this warranty for anything until today. When we looked up the website to file a claim we realized they filed for bankruptcy almost a week prior to our purchase. I was beside myself when I read that. We paid them $348.50 for a policy and know we cannot get our home fixed and we are ot the money for it. There was nothing about this company going out of business prior to our purchase. Now we are turning to you for some help in this matter.Desired Settlement: We would like to receive a total refund for our purchase. I believe that we are owed that.