Colonial Home Warranty

Review: My complaint is in regard to the "Colonial Home Warranty" Company of Wilmington, DE 19801. I submitted my first home warranty claim with them on or about 16 March 2014. I had some Pluming issues which the representative stated that they would take care of with no problem. That day I got a reply back by email stating that my claim number was [redacted] and that a Plummer had been assigned who will be in contact with me. The Plummer did contact me however once the estimates were complete and it was time for the work to be approved, he nor I could get back in touch with Colonial Home Warranty. Each time I call I receive a message of "Our office is now closed." As of today, I am still receiving this same message when I call. Needless to say, I had to come out of my own pocket to pay for repairs when I have paid for a service which have not been fulfilled under a contractual agreement/obligation by Colonial Home Warranty. I have not received a notice of them going out of business nor have I received any correspondence of any changes/adjustments or selling of or to my contract. I have had this contract since 02-01-2013 and it does not expire until 05-31-2016. This policy has already been paid in full.Desired Settlement: I feel that I am entitled to an explanation, a full refund for the amount of the policy and the monies I had to spend out of pocket for repairs due to a breach of contract and/or their contractual obligations. The lack of service provided and the way this company has handled business is unacceptable and should be dealt with under the law. If there is any further information needed please feel free to contact me.Sincerely[redacted]

Review: I have mailed and emailed the company a letter asking them to take another look at the problem over a month ago. No response. I think they are intentionally no living up to their agreement to fix things in the home. Here is the letter I sent them. 8-12-2013

Reference policy [redacted]

Dear Sirs,

This letter is a letter asking you to reconsider a claim. Claim number [redacted] and then carried over into claim number [redacted] On July 11 I called in a claim saying that my dishwasher was not draining, there was a pool of dirty stale water left in the dishwasher at the end of its cycle. The contractor called me and could not get out until the 23rd, between 10-2. He came out on the 26th (not until 3-330, without a phone call saying he was late, I had to call him asking where he was). He spends 5 minutes (probably more like 2 minutes) in the house. he pushed a plastic wire tie to clear a clog by my garbage disposal, where the water drains. I pay him $45 dollars and say thanks. That night it does the same thing, leaving water in the bottom. I do the wire tie thing a unclog it and it does not really work. So we try it a couple of days and call in another claim saying that the first visit did not fix the problem. Your claims people say they will send him back out but I need to pay him another $45. (this is claim [redacted].). I said I would take it up with the appliance company. So I talked to the owner and told him I did not want to pay another $45 since the problem was not fixed the first time out in the 5 minutes he spent here. So he comes out again, looks inside the dishwasher this time, and says the "debris pump" is failing, he will contact the company. I asked him to replace the pump now (we had already been without the dishwasher for over 2 weeks). He said he had to call you guys.

Now 3 days later, Friday at about 3 pm California time, I get a call from one of your representatives saying the claim has been denied. The first reason is the dishwasher still has manufacturer warranty on it (according to you guys). I checked with Sears, that dishwasher was bought in Sept of 08 and warranty ran out in Sept of 09, 4 years ago, so where he got his info is beyond me (and I told him on the call that I was sure it had no warranty on it, but he insisted it did). The second reason it was denied was because it had debris in the lines. Well I stated that was because the debris pump isn't working and it was not fixed properly the first time out, weeks ago. Your rep said that since the dishwasher had debris in it the failure was lack of maintenance. Well I called Sears and the dishwasher has no maintenance schedule, so lack of maintenance should be a non issue.

So please look into that claim for me and get back to me

2nd issue

On 11-29-2011 my bathroom exhaust fans (both of them) stopped working. You sent out [redacted]s, and a long story short he spent a while here and could not fix it. Since both fans were out I put in a claim on the other Fan, you sent out someone different (Baquero electric)and he got the upstairs exhaust fan fixed in no time. So I waited over a year and made another claim on the downstairs bathroom exhaust fan, and you assigned the same people to the claim who could not fix it a year ago, [redacted]. I called and said I did not want him out here because he could not fix the problem a year and a half ago, what makes me think he can fix it now. Your representative basically said take it or leave it. I said send someone else out, it does not have to be today, it already has not been working for 1 1/2 years, but he said he could not send anyone else out. I will also say that the rep on the phone, is basically a jerk. Does not even pretend to try to want to help you. I realize that it is part of his job so oh well, at least he could pretend to try to help you.

I also think having to send a letter as a complaint tool is ridiculous in today's world, that just slows the process down by another week as my letter gets to you from the West Coast, but I am sure that is part of the strategy

Thanks for your consideration [redacted]Desired Settlement: First I want my dishwasher repaired, second I want my exhaust fan that has been out for almost 2 years repaired, third a refund for being so difficult to do bussiness worth

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: Dishwasher

Thank you for contacting Colonial Home Warranty regarding this

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

on 2011-10-24.

This contract became active as of 2011-11-24. Upon purchase Colonial emailed a confirmation of the purchase and

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

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

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

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

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

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

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

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

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

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

verbiage:

Section VI No. 17 States: 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.

A letter was mailed to the customer regarding the Dishwasher claim.

As per the Exhaust Fan claim the customer informed Colonial that he

does not wish to use the assigned contractor. Colonial informed the customer back

on 7/30/13 and 8/12/13 that if he does not want to use our approved technician he

may hire his own and file for reimbursement. The claim has been pending the customer

submitting an invoice of repair for our review.

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: they made promises for warranty and did not fulfill their promises.

I had someone come out to do some duct work and I had to pay $55.00 which was on the agreement then they refused to pay and wanted me to pay $500.00 to have the work done. Also, I needed my dishwasher fixed and they said to call someone to come and fix it. I called them to give them the estimate and I had to pay $75.00 for them to come and diagnose it, then I had to give them the estimate to fix it. they said I can either pay it and they would reimburse me or give them the estimate and they would send me a check. I emailed them the estimate of $482.82 they said they would only pay $150.00 which was not what they promised. they are fraudulent and liers.Desired Settlement: refund of a total of $1,825.60

in addition $482.82 for a grand total of $2308.42

Business

Response:

September 23, 2013

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: [redacted]

Coverage Address: [redacted]

Thank you for contacting Colonial Home Warranty regarding this

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

on 2013-06-13.

This contract became active as of 2013-07-14. 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.

Claim #: [redacted]

Type of Claim: Ductwork

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:

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 recently upgraded the ductwork in the home and there was

one section which was not sized properly as a result. This was not normal wear and

tear or a defective component, rather this was undersized ductwork which was not

upgraded properly as part of a prior work performed before they even purchased the

warranty. Colonial did cover $65 of this job and was able to negotiate a rate of

$365 with the service vendor which is far less that the retail cost of this job.

Claim #: [redacted]

Type of Claim: Dishwasher

This letter is to confirm that Claim# [redacted] filed for Dishwasher is covered under the home warranty contract with Colonial Home

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

verbiage:

10. Colonial has the sole right to determine whether a covered system or appliance will be

repaired or replaced. Colonial is responsible for installing replacement

equipment of similar capacity, and efficiency, but not for matching dimensions,

brand or color. Colonial is not responsible for upgrades, components, parts, or

equipment required due to the incompatibility of the existing equipment with

the replacement system or appliance or component or part thereof or with new

type of chemical or material utilized to run the replacement equipment

including, but not limited to, differences in technology, refrigerant

requirements, or efficiency as mandated by federal, state, or local

governments.

21. 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.

Per the terms above and the fact that the unit was not worth repair

Colonial offered a buyout of $163.89 for a standard size dishwasher. This offer

was a sole courtesy since the unit did have an existing manufacturer warranty as

well which would exclude it from coverage and provide grounds to deny the 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

Consumer

Response:

Review: Policy Number: [redacted]

Coverage Term : 07/26/2012 - 08/24/2013

I am writing to complain about my home warranty claim being denied

Claim No: [redacted]

On 17 August 2013 I made my first call to the Colonial Home Warranty regarding our problem in the washing machine. They assigned the claim [redacted] but nobody show up to fix my washer problem. On 26 August 2013, I telephoned again and this time they assigned another contractor who showed up on 28 August 2013 to see the problem in the washing machine.

During the contractor’s visit he took a look at the machine and told us that the bearing in the machine are going to wear out and some parts has to be replaced. He said that he will call the

company and give us a quotation on the parts and he left in 5 mins and he also told us that he can collect the visitation fee at the time of repairing the washing machine.

Colonial Home Warranty cancelled our contract saying that the visitation fee was denied during the first visit. Our calls to them made us explain that the contractor told he would

take it later but they did seem to accept. There was a call made by the contractor himself explaining but they cancelled the contract without covering the service offered. Colonial Home Warranty also put our account in hold and never notified us on our renewal period too. My account is in expired status and not eligible for renewal. Please note that this my first service call with the company and I am going through all these problems. I don’t see it reasonable.

I would like you to investigate this matter regarding this claim.

I look forward to hearing from you as soon as possible.

Yours sincerely [redacted]Desired Settlement: fix my washing machine problem or replace it if not fixable which is offered in service agreement.

Business

Response:

Review: I purchased Independent Home Warranty (the one with best coverage from Colonial) for my investment property. I had 2 claims:

1. Indoor water pipe breakage

2. AC unit indoor fan failure

Colonial rejected both claims because the repairs are $500 and $1400, and gave bogus reason as "structure damage" and "lack of maintenance record". None of the reason is reasonable based on the comments from the repair crews Colonial contracted with.Desired Settlement: Colonial needs to honor the commitment from the contract, and refund the payment I made to the repair companies, minus the visit fees that required for the claims.

Business

Response:

September 9, 2013

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Type of Claim: Air Conditioning

Thank you for contacting Colonial Home Warranty regarding this coverage. Our records indicate that the coverage on this account was purchased on 2013-03-29. This contract became active as of 2013-04-29. Upon purchase Colonial emailed a confirmation of the purchase and summary of coverage to the customer. Colonial also mailed a hard copy of the full terms to the mailing address on file for the customer to review. Colonial gives our customers 30 days from purchase to review the terms of coverage and allows a customer to cancel for a full refund if not satisfied for any reason. Colonial requires our customers to review the terms and accept them online to activate the policy prior to filing claims. Our records indicate that this account has been activated with the full terms of coverage agreed to online from IP Address [redacted] Our full terms are also available online at www.colonialhomewarranty.com/homeowners/user-agreement for anyone to review.

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

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 customer failed to provide sufficient records. The contractor diagnosed the unit to have a lack of maintenance. The unit also had damage to the fins which restricts air flow. The fin damage was present at the time of the home inspection which was prior to the warranty being purchased. The filter was found to be dirty as well.

For plumbing claim 2162207 the pipe crack was excluded per the terms:

9. Colonial is not liable for repair or replacement of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, physical damage, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.

At this point the account has been canceled and refunded per the terms:

XI. CANCELLATION

This coverage shall be non-cancelable by Colonial unless:

1.You fail to pay fees;

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

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

This coverage is cancelable by you on the following conditions:

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

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

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Review: I purchased a Home Warranty policy in Nov/Dec 2013 for my home appliances and pool when I bought my home. I went to file a claim today and when I called the number on my policy the message said the office was closed. I tried to contact the company.via.internet and.found the company has filed.for bankruptsy.as.of March 2014 and I was never notified as the websit says it would notify all customers.Desired Settlement: I would like refund in full of my purchase amount that was paid in my escrow settlement

Review: On April 26, 2013, I called regarding an issue with the toilet not flushing well, and a leak in the basement. I advised the representative that I believed the issues were related. I was informed that I would need to open two separate claims and pay two separate fees, if I wanted both issues reviewed. It was suggested that I open a claim for the toilet and then open a second claim if the leak was not resolved. I agreed, and a contractor was assigned.I received a call from, Great Services Repair. After explaining the issues, the contractor informed me that he was not a plumber and would not be able to assist with my claim. I was disappointed and contacted Colonial Warranty again and requested a new contractor.The next contractor, [redacted], did not contact me promptly. After a few days, I contacted the company directly. I was surprised to learn that the assigned company was not familiar with my claim nor Colonial Warranty. Disappointed again, I contacted Colonial Warranty to request a new contractor assigned.The next contractor, [redacted], was assigned on April 30, 2013. The contractor had agreed to look at the toilet issue. He expressed that he did not work regularly with Colonial Warranty. After reviewing the issues, the contractor expressed that the toilet and sewer needed to be rodded. The contractor indicated this repair would fix both the toilet issue and the leak. He also expressed that repairs needed to be made to the main line access, but it did not need to be repaired to access.When the contractor contacted Colonial Warranty, my claim was denied. The representative believed that the repairs needed to the main line access, were required prior to repairing the stoppage with the toilet. I attempted to explain to the representative that this was not accurate, but the representative continued to deny my claim. I asked if I could conference in the contractor to further explain, but I was informed that it would be against policy for the three of us to be on the phone at the same time.I asked the contractor to call in to Colonial Warranty and explain that the repair to the main line access was not required for the repair, which is the information that the contractor had provided to me. The contractor agreed. After a short time, the contractor advised me that Colonial Warranty continued to deny my claim.At this point, the contractor had asked if I still wanted the repair completed. I was informed that the repairs would cost $850 and the warranty did not cover any of the cost. I advised that I would prefer to work with a local plumber. The contractor said this would be the best price I would be able to find, as there was a lot of work required. I insisted that I wanted to work with a local plumber and I did not have $850 to cover the cost of the repair. The contractor seemed very upset and said that he was there for 2 hours and would only receive $85 from Colonial for his time.Shortly thereafter, I contacted my local plumber. The plumber reviewed the issue and said there was no repair needed to access through the main line. I was informed that the repair was not a difficult job and would be able to be completed in a short amount of time. The local plumber had rodded the floor drain, main stack and toilet for a total cost of $290. Again, no repair was needed to the main line access.Desired Settlement: I wanted to bring this issue attention for several reasons. First, I was disappointed regarding all three of the contractors that Colonial Warranty had assigned to my case. None of the contractors were able to properly diagnose or repair my issue. I would like to request that any future claims have a verified and qualified contractor assigned. Furthermore, I would not recommend [redacted] to be assigned as a contractor. Second, the reason Colonial Warranty denied my claim was not valid. I believe that this repair should have been covered under the terms of my home warranty and was denied due to a misdiagnosis from the assigned contractor. I am requesting reimbursement for $290, the amount that I paid for a qualified plumber to repair the work that the assigned contractors were unable to perform

Business

Response:

Review: December 16, 2013

I was referred to you by, take it to akin in reference to a dispute work order claim which was denied with Colonial Home Warranty Group. On July 16, 2013, I purchased a home warranty from Colonial Home Warranty Wilmington, De. (877-313-0001) www.colonialhomewarranty.com I filed my first claim of two issues on December 3, 2013 for a water leak under the kitchen sink as well as a leak from the base of the toilet in the master bedroom. I received an email which stated claim [redacted] has been assigned to [redacted] Plumbing [redacted] He came out on Friday, December 6, 2013 his observations was that the p- trap needed to be replaced because of a pen hole and normal wear and tear ( claim denied) and the angle stop under the kitchen sink needs to be replaced ( issue repaired). In the master bedroom he stated that the toilet needed to be replaced due the leak from the base of the toilet and it rocking from side to side (denied). On Tuesday 12/10/13 [redacted] called to inform me that both claims had been denied. When I inquired the reason, he advised concerning the kitchen plumbing that it was due to rust and corrosion and that it states in the contract that they do not cover rust and corrosion and the replacement of the p- trap pipe that connects from the wall to the dishwasher. I reviewed the contract and this claim could not be supported. The next issue was the toilet could not be replaced due to a hair line crack which is supported in the contract that they do not repair if there is a crack, however once I performed a self-inspection of the toilet there was no signs of any cracks. I called back on 12/10/13 @ 3:357 pm and spoke to [redacted] to inform him that there was no crack anywhere on the toilet and that the plumber told me that the pipes needed replace due to normal wear and tear. As a consumer I have been given conflicting details from the plumbing contractor and the warranty company why they are denying my claim. I called on 12/11/13 at 10:46 am and 3:30pm requested to speak with management and was told no one was available, I left my contact information and ask that he have someone in management please call me, I have yet to receive a call back. This gentleman was very rude and told me to just file a dispute if I like. Please help me resolve this matter ASAP. If you need to contact me please do so at [redacted] or email me [redacted] Thanks in advance for your time and attention in this matter

Sincerely,Desired Settlement: I would like the p- traped and the toliet replaced. I would also like to cancel contract with this company.

Business

Response:

December 31, 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 2013-07-16.

This contract became active as of 2013-08-16. Upon purchase Colonial emailed a confirmation of the purchase and

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

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

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

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

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

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

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

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

This letter is to

confirm that Claim# [redacted] filed for Plumbing Issue 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:

8. TOILET

INCLUDED:

Tanks, Bowls, and Mechanisms – Wax Rings – Seals. Toilets replaced with builder’s grade as

necessary.

EXCLUDED:

Flange- Cracked tanks or bowls – Lids – Seats - Water pressure. Colonial

will pay no more than $200.00 maximum per coverage period for access, diagnosis

and repair.

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 p-traps were diagnosed to be cracked due to rust and corrosion,

the toilet had a crack. The customer would need to have her technician call in the

differential diagnosis and also submit pictures as proof.

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 a home warranty with this company. I had an emergency issue with my electricty and needed to have repairs done ASAP. I called the service number and a voice menu said they could not speak directly at the moment but to have repairs done and send an invoice for reimbursement. My warranty covers all aspects of my home and "electrical issues" is on the list.

The repairs were done on 20-SEP-13 and an invoice was summitted on 26-SEP-13 under claim [redacted].

To this date, the invoice for $1,467.75 has not been reimbursed to me.Desired Settlement: I wish for a check to be mailed to me for $1,467.75

Business

Response:

December 31, 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: Electrical Issue

Thank you for contacting Colonial Home Warranty regarding this

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

on 2013-07-24.

This contract became active as of 2013-08-24. 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 Electrical Issue 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:

I.

COVERAGE

During the coverage period, Colonial will be solely responsible for

arranging a qualified service provider to repair or replace, at Colonial’s

expense (not exceeding $10,000 per 365 day coverage period and further subject

to the limits stated in Section VI below) , the systems components designated

as “INCLUDED” in Section IV below, so long as the systems and components:

a. Are located inside the occupied

living area of the home (excluding garage). Optional coverage for exterior

pool/spa, well pump, septic tank, and external air conditioners is available at

additional cost (see Section V); and

b. Become inoperable due to normal

wear and tear; and

c. Are in proper working order and in

place on the date coverage begins (see Section II below).

9. Colonial

is not liable for repair or replacement of conditions caused by chemical or

sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure

to clean or maintain as specified by the equipment manufacturer, missing parts,

structural changes, fire, freezing, electrical failure or surge, physical

damage, water damage, lightening, mud, earthquake, soil movement, soil

settlement, settling of home, storms, accidents, pest damage, acts of

God, or failure due to excessive or inadequate water pressure.

The customer's electrical issues were the result of storm damage, a

tree fell on the main electrical service line pulling out the meter base from the

side of the home. Colonial does not cover damage due to storm, per the terms only

normal wear and tear is covered. Colonial only covers electrical issues inside the

home as well, this problem was outside.

Should the customer

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

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

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

XI.

CANCELLATION

This coverage shall be non-cancelable by Colonial unless:

1.You fail to pay fees;

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

was already in need of repair before

your coverage start date;

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

sale does not occur.

This coverage is cancelable by you on the following conditions:

4. If you

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

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

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

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

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

check to the original purchaser.

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

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

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

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

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

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

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

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

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Consumer

Response:

Review: I purchased a home warranty package that covered everything in my home for $400. I paid this amount in full, upfront. I submitted a claim for a slow drainage issue. Colonial sent a tech out, charged me the $60 deductible, but the plumber was unable to resolve the issue because he did not have a 50 foot drain snake. I called colonial to inform them the issue was still unresolved. The person I spoke with told me they didnt have anyone else the could send out. They told me to hire a someone and they would reimburse me for the bill. I called roto rooter plumbing company. The tech came out and opened my drain for $239. I faxed the invoice to colonial then called to confirm they had received it. They then told me before they could reimburse me they had to speak directly with the technician from roto rooter. Now after I have done all they have asked, colonial refuses to reimburse me. They deny telling me to hire a plumber. They refuse to let me speak with a manager or simply give me manager/ supervisor name for dispute. All colonial phone calls are recorded. There is electronic proof of all our communication. Colonial has failed to honor the warranty services I have paid for ....that they have agreed to provide. I Want my money back.Desired Settlement: I want a full refund of my roto rooter invoice of $239.........And/or full refund of my home warranty plan $400.

Business

Response:

December 2, 2013

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: [redacted]

Coverage Address: [redacted]

Claim #: [redacted]

Type of Claim: Plumbing Issue

Thank you for contacting Colonial Home Warranty regarding this

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

on 2013-06-26.

This contract became active as of 2013-07-27. 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]4 filed for Plumbing Issue is/are not covered under the home warranty

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

listed below for specific verbiage:

21. 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.

Colonial dispatched a contractor to snake the line. The customer hired

a local vendor to perform additional snaking work. Colonial pays a flat rate for

snaking and per the terms approved a reimbursement of $65 for the repair.

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: Have had numerous issues in past where I call and they tell me service is not covered due to be pre-existing, wont send service because they feel not warranted. The recent issue occurred Monday March 17th. My furnace sounded liek it was going to blow up. Placed reuqest for service. Someone called me back stating nioses are not covered and they woudl not send service. I explained that somethign was wrong with system becuase of the loud noises it was making. Representative suggested that I get someone to coem out for preventative maintenance as he felt that was issue. I said- so you woudl liek me to wait until system is completely down before you respond? Yes he stated. Came home last evening to NO HEAT. I have children . Began callign Colonial at 430pm. Line states they are closed. Call emergency number - says they are closed. Tried website- it freezes. Starting calling again this a.m. They are closed.Desired Settlement: Heat fixed ASAP so my children and pipes due not freeze. Reimbursement for remainder of contract so I can find new company.

Review: My air conditioner stopped working approximately three weeks ago. I live in Las Vegas and it is in the 100s here. I called the warranty company and reported the problem. They sent out a company, Ideal. They diagnosed an irreparable problem and stated I needed a new unit. I was contacted by Colonial with a request for records. In May I had the unit checked and paid over $100. They reported it was old but no problems that yet needed attention, a month prior I paid another company to come out and they adjusted some wiring. The previous year I had a company come out and check the system, and the in 2011, another company replaced some sort of valve.I have always had the freon checked, and of course always replace my own filters. I sent the documents, but could not find the one from last year, so I sent them the company name and phone number. I called and Colonial confirmed receipt. By the end of the first week, I received a call from Colonial, and they told me the claim had been approved, but they needed to talk with the technician first, at Ideal. After several frantic phone calls, I finally talked with the technician, and he stated that Colonial had stated that Ideals services would no longer be required. This was also confirmed by Ideal's office staff. Of course Colonial was closed by this time (2:00 pm on Friday). So I had a nice long Labor Day weekend to melt in my 100 degree house. The following week, after confirming that I wanted to have Ideal provide my service, they again told the company that their services were no longer required. Then I started getting run around messages from Colonial that my claim was being reviewed . I explained that it was going on two weeks and that my husband had a heart condition. They said oh we are working fast! I then got a message last Wednesday at 11:00am to call. I returned the call and got after hours service at noon my time.Their computers were down for the rest of the week!! Finally this week I get a call. They have denied my claim and closed the case, stating that my records indicated that I had had regular service rather than maintenance. When asked the difference I got a confusing response. I called my previous two companies that came out and they could not explain the difference either. Anyway after weeks of incredible frustration, they refuse to cover my claim. I was told by two companies, that they have NEVER seen colonial pay for an air conditioning claim. I ended up getting a unit as colonial said they would reimburse covered claimsDesired Settlement: I would like to be reimbursed the cost of 2500.00 to replace my unit, as I am entitled .

Business

Response:

September 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

Thank you for contacting Colonial Home Warranty regarding this coverage. Our records indicate that the coverage on this account was purchased on 2010-04-29. This contract became active as of 2010-05-30. Upon purchase Colonial emailed a confirmation of the purchase and summary of coverage to the customer. Colonial also mailed a hard copy of the full terms to the mailing address on file for the customer to review. Colonial gives our customers 30 days from purchase to review the terms of coverage and allows a customer to cancel for a full refund if not satisfied for any reason. 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]iled 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:

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 records provided were either checkups or repairs performed but none for actual maintenance performed in the appropriate times for Heating or Cooling. Since the records were not sufficient the claim remains non-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:

Review: I am filing this complaint mainly for the purpose that other people will see yet another complaint about this company. I realize more than likely this lying, cheating company will be able to find a way to weasel out of their responsibility...My AC unit stopped blowing cold air. I called Colonial. They sent one of their thief contractors out to diagnose. The contractor did not even look at the AC unit and 'knew' the cause of the problem. I even suggested that we do a full diagnostic check and he declined. He charged me 600 bucks to 'fix' the problem. The problem was not fixed.I had my own contractor come do real diagnostics. He found the problem and alerted Colonial. They requested 2 years of maintenance records which I supplied. They requested to talk to the technician who serviced the unit, which they did. Then after 2 weeks during hot summer months they finally tell me that they won't cover the unit because the 'evaporator coil seal is intact.' I spoke to my maintenance technician and he said they have direct evidence that this is not the case at all; he serviced the unit fully and the seal is in fact broken, which he told them directly.They claim otherwise, saying their own contractor told them the seal was intact... but he didn't even do diagnostics. Colonial's business model is to lie, cheat, and steal, and send out contractors who also lie, cheat, and steal. This way, the are able to swindle as much money as possible out of their customers.Desired Settlement: Replace my condenser unit.

Business

Response:

Review: We contacted Colonial Home Warranty regarding our dishwasher that was in need of repair. Colonial Home Warranty contracted Best Deals in Atlanta [redacted] On 11/27/2013, the contractor came to our home and asked what was wrong with our dishwasher. Once this was explained, he turned on the dishwasher two times and took three pictures. He investigated no further; only telling us this was a maintenance issue and the warranty would not cover the work. He then asked for $65.00 to cover the contracted rate. He was in our home for less than 15 minutes and did not thoroughly investigate the problem in our opinion. We we contacted Colonial Home Warranty, we were told that we could not speak with a Manager regarding this situation. They were very rude and at that point, we asked they cancel our monthly enrollment with them as we felt they are not trustworthy. We also found, through our bank, they repair man wrote the check out to himself and cashed our check that same day.Desired Settlement: We would like to be refunded the $65.00 that we had to pay as we do not feel that Colonial Home Warranty did not do their part in sending a proper and professional repair person. They misrepresented their service. Basically, they are saying that if the repair person says that it's the home owner's fault, they do not have to repair and then demand the $65.00 service fee. We do not see how one could determine the dishwasher was a maintenance issue by turning on the dishwasher twice and taking three pictures.

Business

Response:

December 2, 2013

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID

Policy #: [redacted]

Coverage Address: [redacted]

Claim #: [redacted]

Type of Claim: Dishwasher

Thank you for contacting Colonial Home Warranty regarding this

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

on 2012-05-31.

This contract became active as of 2012-07-01. Upon purchase Colonial emailed a confirmation of the purchase and

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

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

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

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

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

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

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

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

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

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

verbiage:

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 unit had no mechanical failures. The drain pump was clogged with

trash and needed to be cleaned, this is considered maintenance and not normal wear

and tear which is not covered by Colonial. The customer was required to pay a service

fee which was towards the diagnosis of the unit. The customer also reported that

the problem started a month earlier but didn't call it in right away,

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 bought 2 home warranty from Colonial Home Warranty for my home at [redacted] my rental home back in 02/26/2013 and I filed a claim on the 18th are the 19th of this month March 2014 and my contract is good until 05/27/2014 and no one has show up are called to fix the problem!!! I have been calling the service number everyday after the 48 hours give time and it say there is the office is closed at is time !!!! I have called at all hours of day and night and get the same thing !!!! I also Have tried to log in to my account and Its say the same thing your account is not available as this time try later and I also tried day and night all hours of the day to log in nothing !!!!Desired Settlement: I would want Colonial Home Warranty to refund my money for both Home Warranty I bought !!!

Review: We reported the air conditioning system in the third floor did not decrease the temperature and filed the claim on Sep 5. Colonial Home Warranty denied the claim by saying it was not electric and mechanic issue, but maintenance issue. Since the motor did not rotate, I contacted Colonial Home Warranty for another contractor to look at the unit. The contractor identified the failure of the motor and switch. Colonial Home Warranty denied again, claiming the owner did not do maintenance, which was not true. When I was aware of the fact that the company would only collect premiums and deny all reasonable claims. I contacted supervisor Morris again, asking for cancellation and refund. He said it would be issued in 7 business days. However, the refund check did not come. When I called the company again, the associate said the refund was used to pay the claims. This is a rip off and fraudulent activity. I want not only to have the company refund the balance to us, but also to investigate the fraudulent activities of the company.Desired Settlement: Refund the home owner $333.42

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

Thank you for contacting Colonial Home Warranty regarding this

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

on 2011-07-01.

This contract became active as of 2011-08-01. 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:

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 customer was unable to provide any documentation of maintenance

on this unit. The only document provided was a home inspection dated 2010 which

stated that the AC was not even inspected at that time. The customer even filed

the claim stating it may need to be cleaned. At this point the account was cancelled

per the terms at the customer's request. No further claims will be processed. 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: My tenant notified me about a problem with electric oven. I opened claim with Colonial Home Warranty.

According to my policy Colonial sent a contractor to evaluate the problem. After the problem was evaluated, they contacted my tenant, and now I was told that they are denying the claim, based on the fact that the problem (according to what they found from the tenant) started happening on Feb 18th, and I've filed my complaint on Feb 24.

This is not the first time that my claim was denied. A couple of years ago they denied my claim for a broken furnace based on the absence of service records for every 6 months, does not matter that at the time it was just a little over one year that I was the property owner.Desired Settlement: Since I can't wait with a broken appliance, I request the a refund of the whole policy premium (I signed with them for 3 years - paid $900). Well, I've requested the policy cancellation - and will be charged another $50 for the cancellation.

Review: I signed up for a 3 year contract with the cost of $1,020 a few months ago. And I have just come to find out that they have claimed bankruptcy & their website and phone number have been disconnected. I would like to get refunded the $1,020. My order # is 6369551. Thank you for your time.Desired Settlement: $1,020

Review: I need help stopping this company for misleading and ripping off people. being a single senior that take care of my elderly mom thought that the best thing was to buy a home warranty in case something brake, so we did not have to worry.I researched a number of different companies before buying. Colonial gave me a great deal and the salesperson was so slick. I asked many many questions and his answers were seemingly perfect. bought warranty from them in April, by June 21 air condition stopped working it was 100 degree inside my house and my elderly mother refused to go anywhere else, called colonial and I was told to activate the contract before I could put in my claim. I did all the yes here and there without thinking or reading that was trap, But, then I had a claim. Nope, not covered.The first technician they sent came after 5:00 pm, charged me $290.00, Colonial said they don't cover after hr fees, another guy came $75.00, did not fixed, he called Colonial and told them that new unit was needed, and every thing look clean, filter clean, after 2hrs they called and said unless I have receipts of maintenance by a certified technician they will not pay. it was June 25 and nothing, so I borough $4000.00 to fix it and they refuse to give me any reimbursement. Please help me, this company is legal ripoff.Desired Settlement: $4000.00 so I can pay my loan

Business

Response:

Review: my claim number with colonial home warranty is [redacted] it is for a broken furnace, they assigned a contractor , when I contacted him he stated he doesnt work for them anymore because they didnt pay him, colonial advised me to find a contractor on my own as they could find no one at this time, I had [redacted]s come repair my furnace and he spoke to colonial and advised them it was normal wear and tear that caused failure , colonial then asked for maintance records which I sent them, they said then that it wasnt normal wear and tear and refused my payment ,Desired Settlement: payment to me of 1200 dollars it cost to repair furnace

Business

Response:

January 29, 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 2010-06-02.

This contract became active as of 2010-07-30. Upon purchase Colonial emailed a confirmation of the purchase and

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

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

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

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

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

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 contractor stated in his diagnosis that the issue was not a result

of normal wear and tear. The burners as well were rusted. The customer also failed

to provide sufficient maintenance records as required per the terms. Unfortunately

this claim remains non-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