Colonial Home Warranty

Review: The salesman for this company repeadly stated that if a covered item could not be repaired, the company would replace the item. Over and over the emphasis was on how they would replace items if they were unable to repair. Yet on the two occassions I sought their services, instead of replacing the items they offered a "settlement" far less than cost of replacement; in one case it was even less than the service fee they charged to look at the problem. The settlement offer also required me to sign a statement indicating that I had requested said settlement.Desired Settlement: A full refund of all monies paid without deducting their $50 refund fee.

Business

Response:

November 26, 2013

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: [redacted]

Coverage Address: [redacted]

Claim #: [redacted]

Type of Claim: Dishwasher

Thank you for contacting Colonial Home Warranty regarding this

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

on 2012-09-10.

This contract became active as of 2012-10-11. 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 covered under the home warranty contract with Colonial Home

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

verbiage:

11. If

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

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

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

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 offered $184.54 for a standard dishwasher buyout since the

unit was not worth repair. For the toilet the fill valve was no longer available,

standard rate for a fill valve repair is $80 less the $45 service fee left a balance

of $35.

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: In built Microwave malfunctioning. Called the Warranty service. They sent contractor to diagnose the issue. Contractor charged visit of $65. Now the company is denying service terming it a counter top microwave.Desired Settlement: Microwave needs to be Repaired or replaced.

Review: I purchased a contract with Colonial Home Warranty effective January 2014 and now they are in Bankcruptcy. I have been mislead by this company who obviously knew they were going to file bankruptcy protection, yet still sold home warranty policy to TEXAS. Now after reading internet complaints, they were not supposed to sell Texas, Home Warranty Policies. This was a scam!Desired Settlement: Would like my money back!

Review: I purchased a Colonial Home Warranty Policy in July 2011. Since that time, I have requested claims on my AC system, my washing machine, my ice maker and refrigerator/freezer. All but once I have been told, "that's not covered". When I called 6 weeks ago about my ice maker, I was told, "that's not covered". I purchased the annual ice maker add on at $49.99 that is clearly stated on my policy. Four weeks ago I submitted a claim for my freezer, three weeks ago the repair man came and today,after I have called twice to follow up, Colonial Home Warranty contacted me to tell me, "it is not covered because it is a closed system". When I asked to speak to a supervisor, I was put on hold. After waiting, I was told that they were unusually busy and he would have a supervisor get "right back to me". That was 45 minutes ago.Desired Settlement: I would like either a refund of my money for a home warranty policy that did absolutely nothing for me or I would like for Colonial Home Warranty to settle the issue with my refrigerator freezer either by fixing it or paying it off. I spoke with the repair man and he said, "1)it can be repaired 2) he has no idea what they are talking about when they say "it is a closed system". This needs to be settled.

Business

Response:

Review: I purchased a home warranty on October 10TH 2013. Several months after my purchase I noticed that one of my home AC unit was not blowing cool air so I phoned Colonial Home Warranty to inform them.Colonial home Warranty sent a technician to my home to look at the repair. When the tech arrived he informed me that the warranty company that I have chosen is one of two of the worst companies that they deal with. The tech was attempting to sell me a new unit and gave an analysis that I had an evaporator coil leak (without going into my attic to check). He then said there will be additional charges on top of his service call charges that will total up to $300 just for him to look at the system. I felt uncomfortable with the tech doing his diagnosis while attempting to up- sale me on a new AC unit so I phoned Colonial Home Warranty to verify. Colonials response was that they could not speak to me about what the tech charges I must pay their fee before discussing anything else. I asked the tech and colonial home warranty I am allowed to use someone else or get a second opinion prior to making a decision and they both said yes. I then called two companies one of which has serviced my AC unit for several years. When the new company came out they found the same problem (leak in the evaporator coil). I was told that Colonial will not cover my claim because the evaporator coil was never checked during routine servicing and that my outside condenser coil was not clean.I sent three years of scheduled service performed on my AC. When I discussed this on a call with another rude agent from CHW the agent then accused me of leaning the coil myself. I contacted my tech and mentioned that when he spoke to CHW he mentioned that CHW was attempting to make him say things that was not true (like their was rust present etc).Not would I not recommend Colonial Home to anyone I feel that this company is scamming consumers out of their monies.Desired Settlement: A full refund and or serviced to completed on my A/C unit.

Business

Response:

March 6, 2014

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 2013-10-16.

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.

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.

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 put in a service call to Colonial Home Warranty for my stove January 2014. The first company that was assign to my claim did not show up. My claim has transfer to another company on Jan 18, 2014, the company came out told me that my stove need a part to be replace but they had to get the company approver before he order it. I wait until Feb to call them to find out what was going on. I was told that I need to pay the company $75.00 more to have my stove repair. I was told that the repair was out the price rate. I inform they my contract stated the only thing I need to pay was my service fee and I paid that when the tech came to my home. I asked them how much did it cost for the company I was told they did not have that information I was told to call the H&M Appliance to get the price, I was told by H&M the total cost to have they to come back to fix my stove was $195.50. Colonial wanted me to pay $75.00 of that, I told them I would be paying more money than them. If I paid $75+65.00. I they were told that my cost is over the billing rate. They wanted to offer my payout for my stove in the amount of $52.20. I asked them what I suppose to do with $52.20. I can use that to get my stove fix. I think this company is a scam as long you pay your monthly fee you are fine. Once they have to pay to have a repair done they want to give you a run around. I would a refund for all the money I paid my monthly fee.Desired Settlement: I would like a refund of all the montly fee I paid them. This company is running scam on people.

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 2013-09-09.

This contract became active as of 2013-10-10. Upon purchase Colonial emailed a confirmation of the purchase and

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

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

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

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

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

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

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

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

This letter is to confirm that Claim# [redacted] filed for Range Oven or Cooktop is 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.

The customer refused the cash back offer and cancelled 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 multi-year home warranty contract with Colonial Home Warranty. Two weeks ago, one of the burners of my cooktop stopped working. I filed a claim, Colonial sent it to a local contractor and a technician stopped by last week try to fix it.

After the check, the technician, after collecting my deductible, told me he found the problem, a part needs be fixed, but he needed to send the information to Colonial and get authorization.

A few days later, I received a call from Colonial, they would "buy me out" with an offer $153.89, but when I called the contractor firm, I was told it costs $239.50 to fix it.

Per the contract I have with Colonial, there is no such thing as "buy out", Colonial is obligated to either fix or replace a covered item if there is a problem. However, the representative from Colonial told me such "buy out" is already very generous to me and it's their best and final offer.

I demand Colonial Home Warranty to fulfill its part of the agreement by fixing or replacing the item that I reported.

Furthermore, I see a pattern how Colonial does business - if something that is covered needs repair, they will simply send out a "buy out" letter with NO room to discuss and is always way under what is actually required to fix the problem. It happened to my first claim reported last year, and now it's happening again with my second claim. Colonial needs to understand it is in the insurance business, you can't always expect nothing happens and you just collect the premium. When an event happens, it's your time to fulfill the duty!Desired Settlement: I demand Colonial authorize the contractor to complete the repair for this covered item per my contract immediately.

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: 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 2012-09-04.

This contract became active as of 2012-10-05. 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 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.

The customer was offered $153.89 on this repair based on the terms above.

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: This company owes me a refund and when I call them during business hours I get a voice mail telling me they are closed. When I did contact them previously they said my refund will be mailed to me but I never got it.Desired Settlement: Pay me what they owe me.

Review: I have tried numerous times to contact this company for warranty work (major plumbing issues) on my home as I have a 3 year contact. All phone and email contacts do not work. Not even the immediate 24 hr response line. Please help me to resolve ASAP. ThanksDesired Settlement: I am not happy with the service rendered from this company. I am requesting immediate response from this company to fix plumbing issue and then refund for remaining contract so that I can use reputable company for home warranty repairs.

Review: Every single time I have an issue they find an excuse to deny my claim. Customer service is beyond rude and disrespectful. They sent someone to look at my pool equipment when my pump went out. He completely misdiagnosed the problem and they denied my claim because of it. Paid for a second and even third opinion from pool specialists and when I tried to submit it again it was denied again even after they sent a second person out on my dime of course who identified the problem. Reason for denying it again... Referenced the first incorrect diagnosis again and again. I told them I would take a video and send it to them to prove The problem had been misdiagnosed and the said to me almost word for word....that I could go to someone else's house where the pump was working and take a video there and send it to them.... That's great customer service right there!! Worst company I have ever dealt with. Whole outfit seems to be a scam.Desired Settlement: I want my pool equipment fixed or replaced and the service that I paid for provided. Also a refund of the $45 fee I paid for the first it to come out and check my pool equipment. He misdiagnosed the problem and completely screwed up! Whether on purpose or not it was just horrible service!!

Business

Response:

October 10, 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: Pool or Spa

Thank you for contacting Colonial Home Warranty regarding this

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

on 2011-10-07.

This contract became active as of 2011-11-07. Upon purchase Colonial emailed a confirmation of the purchase and

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

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

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

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

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

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

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

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

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

19. Colonial

will not pay for the repairs or replacement of any covered systems or

appliances if they are inoperable as a result of known or unknown pre-existing

conditions, lack of maintenance, deficiencies and/or defects. Colonial does not

cover noise, customer’s are responsible for preventative maintenance.

Colonial denied a previous pool pump claim with the prior home owner

entered 7/2/13 which was never resolved and was denied due to a lack of maintenance.

The new owner attempted to place a claim which turned out to be the previous problem.

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 a 3 year Colonial Home Warranty Policy on Aug. 18, 2012 that was due to expire Nov. 2015. On Aug I3, 2013 I requested a claim on my air conditioner. I was told that there was blockage in the line and it wasn't covered under the warranty. I paid to have the blockage cleared and the system started working properly. On Aug. 26th, the system appeared to stop cooling again. Rather than contact Colonial, I had someone else to look at it at which time I was told that the compressor had gone out. I then contacted Colonial and informed them of the situation. They immediately told me that it wasn't covered under the warranty. Remember, they didn't send anyone out to investigate the problem to confirm that there was actually a problem with the compressor. I expressed the fact that I was very displeased with the service that I was receiving, especially since I had paid 3 years in advance. I immediately asked for a refund. I was told that I would get the refund minus a $50 cancellation fee and any outstanding fees from contract work that had been done.Desired Settlement: I want a total refund of the amount remaining on the policy that I paid for. I agree to paying the $50 cancellation fee however, there should be NO outstanding fees for any contract work. THEY DID NOTHING TO RECTIFY MY PROBLEM! It appears that Colonial Home Warranty is a fraudulent company based upon the many complaints that have been made against them.

Business

Response:

Review: We recently purchased a new home and the previous homeowner had purchased a homeowners warranty for us as part of the contractual agreement. This was on July 17th. On August 22nd my wife called Colonial Home Warranty regarding a claim for a faulty stove that is in the house. Colonial is refusing to pay a claim for repairs stating that because my wife made a general statement stating that the stove may have been malfunctioning for a week or so before she called, that the stove was broken before the companies 30 day coverage window on the stoves components became active. The period between the beginning of the policy and when we called to make a claim exceeds 30 days and they are trying to get out of covering $800 in repairs because my wife spoke in generalities rather than being specific that we had noticed the issue just a day or two before making the call. This seems shady and dishonest, not to mention the condescending tone of the so called supervisor to whom I spoke and who repeatedly cut me off during my discussion with them.Desired Settlement: We simply want our malfunctioning stove repaired or replaced. I am very concerned about what may happen if a major event takes place. How will they try to weasel out of that if/when it occurs?

Business

Response:

August 13, 2013

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 2013-05-17.

This contract became active as of 2013-06-17. 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 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:

A. Colonial

must be notified by either you or your agent (or tenant) as soon as a problem

is discovered in order for work to be covered. Colonial accepts calls 24 hours

a day, 7 days a week, year round at [redacted] Colonial must receive

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

Colonial was notified that the problem with the upper oven has been

going on since they moved in and the lower oven for a week and a half. The customer

did speak to a supervisor on 8/2/13 who submitted a request to see if anything can

be covered on this claim, or at least the probe component. Colonial will respond

to the customer shortly once the review is complete.

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.

Complaint Detail

Review: I bought this policy from Colonial Home Warranty in December 2012. It went into effect January 18th, 2013 Account # [redacted] I have had nothing but problems and NO SERVICE. Is there any way you can help me?

I believe I've been scammed?

They have no contractos to work with them and have false advertizing that they are with the Revdex.com?

It started in February when my Spa broke and they said they had no contractors for repair and to hire my own and they would reimburse me.

About a month later my sink started to leak and they have no plumbers?????

I reopened the claim in September with hope that they could find a plumber and still no service, no contractors?????

When I bought this contract I was guaranteed that they had contractors for all services in Mammoth Lakes, CA. I had them tell me over and over that it was no problem that they had many contractors in my area.

I have had a claim out for a month trying to get my washer fixed. I was told there were no companies available. [redacted] agreed to sign up with Colonial and did sign a contract weeks ago. Bill's will come out today but are waiting for dispatch to send them an email. When I call Colonial they tell me it has to do with corporate. I have waited a month for this repair and have had to use a laundry mat. Please is there anything you can do to help me??????

[redacted] Clothes Washer appliance 9-02-2013 12:33 PM 10-01-2013 3:56 PM The drum that's in the front loader washer fell out of position.

9-26-2013 11:13 AM Customer would like to use [redacted] to repair their washer. He has recently signed a contract with Colonial two days ago.

9-27-2013 6:53 PM The contractor needs authorization for the repairs.

I also have had a leaking sink since February with no service as Colonial has no contractors. And a spa that they would not fix. GREAT SERVICE??????

Claim Number Subject Type Created Last Update Description [redacted] Pool or Spa pool 2-10-2013 10:28 PM 4-09-2013 5:52 PM Jacuzzi Pump is leaking.

[redacted] Plumbing Issue plumbing 4-08-2013 11:14 AM 9-11-2013 4:37 PM The bathroom pipes are leaking

9-02-2013 12:37 PM Caller stated that no one has been able to fix this problem she is still having a leaking issue.

2167536 Clothes Washer appliance 9-02-2013 12:33 PM 10-01-2013 3:56 PM The drum that's in the front loader washer fell out of position.

9-26-2013 11:13 AM Customer would like to use [redacted]) to repair their washer. He has recently signed a contract with Colonial two days ago.

9-27-2013 6:53 PM The contractor needs authorization for the repairs.

[redacted]Desired Settlement: Immediate repair and service

Refund of $514 as I have had no service as promissed in December 2012 and as start date of 1-18-2013

False advertising that they are not in Revdex.com

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]

Thank you for contacting Colonial Home Warranty regarding this

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

on 2012-12-31.

This contract became active as of 2013-01-18. Upon purchase Colonial emailed a confirmation of the purchase and

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

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

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

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

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.

We do apologize for the delays in obtaining service, the terms do state:

8. Colonial

is not liable for any failure to obtain timely service due to conditions beyond

its control, including, but not limited to, labor difficulties or delays in

obtaining parts or equipment.

That being said the customer has been offered other options to have

the units repaired and to file for reimbursement of said repairs. Colonial will

be willing to offer a refund of the policy

less the $50 cancellation fee but will waive any pro-rate. Any claims would be closed

out. Colonial will have a representative contact the customer to review options.

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:

10-16-2013 I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, but I have had it with Colonial Home Warranty. I was contacted by Colonial Home Warranty today (I filed complaint with Revdex.com) after 7 weeks of waiting and getting our local mountain appliance company to sign up with Colonial, stating that they would not fix my washer as it was not covered due to the washer drum being under warranty (12 year old washer) and anything attached to the drum, springs and water pump to push out water would not be covered. Per my contract: "Clothes Washer: included all components and parts, except plastic mini tub, soap dispenser, filter screen, knobs and dials, doors glass and damaged clothes." Also [redacted] rates were not accepted (the only company in town) and I had to spend $100.00 to have [redacted] come diagnosis the washer. I would like my $100 back that I paid [redacted] but cancelled my contract and was told I would get $464.00 refund from my $514.00 contract.

Please mail my refund of $464.00 to my [redacted] This has been the worst experience working with the company. It's sad that you have to get the Revdex.com involved. This was my first time in my 40 years of working with companies that I needed to use the Revdex.com.

Thank you so very much for assiting me with this issue. I will let the Revdex.com know if I do not get my refund in the mail within 10 business days.

Refund of $464.00 mailed to:

Review: On March 4, 2013 we secured a 3 years contract with this company. I've called in January, February and have been given the run-around and know (March) there office is currently closed try again later. I would like a phone back and service or my money back.Desired Settlement: Service /call back or refund of reminding 26 months.

Review: The company claimed to have two different repairs where their technicians were not available and I needed to contact my own repairmen to complete services. In addition, I was told by their representatives that it would be a super easy process. It was very frustrating and I ended up getting a minimal reimbursement for services. I paid 193.00 and the company reimbursed me 49.00. ICustomer service was not concerned about my complaint or canceling my warranty. My mother also had the same company and was not satisfied either. I feel this company is a scam.

Business

Response:

November 12, 2013

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: [redacted]

Coverage Address: [redacted]

Claim #: [redacted]

Type of Claim: Plumbing Issue

Thank you for contacting Colonial Home Warranty regarding this

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

on 2012-09-19.

This contract became active as of 2012-10-20. 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 [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. Colonial is not liable for any failure to obtain timely service due to conditions beyond

its control, including, but not limited to, labor difficulties or delays in

obtaining parts or equipment.

The customer paid to have plumbing work done and submitted an invoice.

The customer was informed any reimbursements would be at Colonial's cost. The customer

had two toilets services and per the terms would be responsible for a deductable

per toilet, totaling $130. Colonial approved $165 for the work, less the customer's

deductable of $130, the balance reimbursement came to $35.

The customer cancelled coverage, 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've sold the property from which the home warranty was purchased and called to transfer the warranty over. I called the listed number for customer service and other number and received a message the office is closedDesired Settlement: Confirmation the warranty company still exists. To speak with a representative to transfer the warranty over to the new owner of the property. Or if not in existance, refund of $348.00 which was paid to the company.

Review: We agreed to a 3 year contract with Colonial Home Warranty for the amount of $1170. The contract stated that for repairs that were covered we would only have a $50 deductible and they would provide the repairman but if one wasn't available we could contact one in our area and they would work with them for repair. In December our refrigerator fan went out and we filed a claim with Colonial for the repair. About a week after the claim was filed we were informed that no repairman was available in the area so we contacted one on our own. After an initial diagnosis we were quoted a repair price of $396 but after calling Colonial we were informed they would only pay $100 of this claim. This is not in agreement with what we were told but we decided that $100 was better than nothing and we signed their settlement and decided we would cancel the contract after we received the check. After a month and no check and calling several times to inquire about the check we finally decided to cancel anyway.

Now they have informed us they will only refund $250 of the initial $1170. The $100 amount agreed upon for the repair will not be sent to us because we cancelled.

Essentially we paid $1170, we received no service and now they will only refund $250 of what was paid for a three year contract. The original contract was signed around 02/21/13 so we only had one year of coverage. We feel we should be refunded at least $780.Desired Settlement: We feel we should be refunded at least $780 which is 2/3 of the original price. We are not asking for a full refund but we don't agree with the $250 they are returning. Especially since we didn't receive any services from them.

Business

Response:

March 6, 2014

RevDex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Type of Claim: Kitchen Refrigerator

Thank you for contacting Colonial Home Warranty regarding this

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

on 2013-01-21. This contract became active as of 2013-02-21. 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 2/20/2014

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: We bought a home warrant insurance from Colonial Warrant Group.Inc on the date of 7/29/2013, we purchased the Independence Annual plan. Few days ago on Sunday, December 1st we submitted a service request online through the company's website for our heating system., we were unable to turn the heat on. We received a call back the following day with an appointment date. Technician arrived at the house on time and proceeded to evaluate the problem. We were told by the technician that the heating system requires a new thermostat and a new gas valve. The heating system was installed in 1987 by the builder. We received a phone call from Colonial asking us to provide them with maintenance records for the past 2 years and since we do not have the records available they denied our request. Colonial claims that the technician reported that the unit was not maintained properly and for that reason they are unable to replace the parts. The unit is 27 years old and there is nothing in the contact we signed that indicates that maintenance is a requirement for service, company claims that if the heating system has been maintained it should not require repair regardless of the age of the unit. the policy we signed indicates that mechanical components are covered under the warranty and nothing is mentioned regarding maintenance. It is currently 38 degrees outside and we expect the temperature to drop down to the 20s tonight.Desired Settlement: Since the company refuses to provide the required repairs under the policy agreement, we request a full refund of our warranty of $388.83 due to the lack of required service

Business

Response:

December 17, 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: Heating

Thank you for contacting Colonial Home Warranty regarding this

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

on 2013-07-29.

This contract became active as of 2013-08-29. Upon purchase Colonial emailed a confirmation of the purchase and

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

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

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

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

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

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

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

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

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

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

verbiage:

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 the requested maintenance records and

the unit showed signs of a lack of maintenance, the technician also stated this

was not normal wear and tear. The customer cancelled coverage and was issued a refund

per the cancellation 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 filed a claim regarding my dryer. The claim was denied, even though work is covered under my warranty. The reason for the claims being denied was a claim was opened before on this appliance when I called to inquire about coverage several months ago. The rep Adam was very hateful to me in his explanations and wouldn't allow me to explain. Poorest customer service I have ever had.Desired Settlement: I would like a full refund on my warranty due to the shady tactics and rude way I was treated. My warranty expires June 2014. I would like a full refund so I may purchase a home warranty with a reputable company who wants to keep my business.

Business

Response:

December 17, 2013

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: [redacted]

Coverage Address: [redacted]

Claim #: [redacted]

Type of Claim: Clothes Dryer

Thank you for contacting Colonial Home Warranty regarding this

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

on 2013-06-19.

This contract became active as of 2013-07-20. 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 7[redacted] Our full terms are also available online at www.colonialhomewarranty.com/homeowners/user-agreement for anyone to review.

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

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

listed below for specific verbiage:

19. Colonial will not pay for the repairs or replacement of any covered systems or

appliances if they are inoperable as a result of known or unknown pre-existing

conditions, lack of maintenance, deficiencies and/or defects. Colonial does not

cover noise, customer’s are responsible for preventative maintenance.

The customer reported that the unit was making noise back in November

2012. Colonial informed the customer that noise was not covered. The customer continued

to use the unit until the point that it broke a year later while never addressing

the initial issue reported. Per the terms the dryer is not covered.

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

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

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

XI.

CANCELLATION

This coverage shall be non-cancelable by Colonial unless:

1.You fail to pay fees;

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

was already in need of repair before

your coverage start date;

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

sale does not occur.

This coverage is cancelable by you on the following conditions:

4. If you

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

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

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

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

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

check to the original purchaser.

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

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

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

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

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

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

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

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

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Review: My wife and I own a rental property located at [redacted] which we rent to a couple. They had mentioned that they have a toilet/plumbing issue. I contacted Colonial Home Warranty which they in turn contracted [redacted] of United Property Services Plumbing and Drain phone # [redacted] on November 10,2013. As of Friday, November 15, 2013 [redacted] had not been in contact with my renters. I made several attempts to contact [redacted] and I received a message recording each time. He never returned my calls. I proceeded to Colonial Home Warranty and spoke with a customer service representative. The Customer service rep. took my information and indicated that he would contact [redacted] immediately, but to date that has not happened.

I'm a new customer to Colonial Home Warranty and this is not to my satisfaction!

My desired settlement would be for Colonial to honor their commitment and contract another plumbing firm immediately. Fix the problem! If they are unable to remedy this situation immediately, then I would like a cancellation of their services and complete refund of my money,

Thank you

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: Toilet Issue

Thank you for contacting Colonial Home Warranty regarding this

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

on 2013-09-16.

This contract became active as of 2013-10-17. 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 [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 Toilet 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:

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.

22. You agree that, in no event, will Colonial’s liability exceed $1500 per item for

access, diagnosis and repair or replacement. Furthermore you agree that During

the first 30 days of the Coverage Period (as described in Section II above),

Colonial is not liable for replacement of entire systems or appliances, or

replacement of evaporator coils, condenser coils, compressors, pumps, motors,

electronic control boards, and heat exchangers as applies to any covered system

or appliance.

Colonial diagnosed three toilets at this home. One was repaired. The

second had no issues. The third needed to be replaced due to excessive calcium buildup.

Colonial does not cover full system replacements within the first 30 days of the

coverage period which this fell within and Colonial does not cover issues due to

chemical or sedimentary buildup.

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