Colonial Home Warranty

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

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: 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: In October, 2013, I signed up with Colonial Home Warranty for a 3 year home warranty protection program. They sold it as a savings in terms of both money paid for the three years (a savings compared to buying 3 years separately) and a one free service call per year (for a total of 3 free service calls over the life of the 3 year contract). When I called for a clotthes dryer service/repair last week, I discovered that Colonial Home Warranty had filed for Chapter 7 Bankruptcy in March, 2014. The 3 year contract cost me $1100 and change, and I'm sure they were in financial trouble at the time and still were selling contracts. I've had to pay $280 for a Whirlpool serviceman to fix the dryer and several hours of my own time in running down what happened to the company, who I could find to fix the dryer, etc.Desired Settlement: A fair outcome is for me to get a complete refund on the amount paid for the 3 year contract, plus the amount I had to pay to get the dryer fixed (it would have been free had Colonial Home Warranty been in business and complied with its promise of 1 free service per year, as this was the first ever service call I'd made). Also fair is another $300 for my own time and aggravation spent in trying to determine what recourse I might have, who could fix the dryer, etc.

Review: Purchased a 1 year home warranty on-line, when I called 4 months later, Colonial had went out of business.

Review: I opened the account on 8/26/2012. It was a three year renewal. The total amount for the contract was $900. I paid them $345 up front and they were going to automatically withdraw two separate payments of $277.50. The first one was on 9/21/2012 which they did take out the money. The second one was on 10/21/2012 which they claim that the payment was declined. They never notified me about that and yes I did fail to follow up and make sure that the money was taken out so I do owe them $277.50. I called them on 2/26/2014 to file a claim about my HVAC unit that stopped working. They assigned me to a company called Yealdo Ford, Super Tech Handyman Service. My claim number was 2173696. There service never contacted me and when I called them to make an appointment they had no idea what I was talking about and they kept telling me that the Handyman service was not available. I then called Colonial Home warranty to request my claim to be given to a different contractor. They reassigned my claim to Andrew Jenkins, PerfectTemp Heating Cooling. The contractor contacted me to make an appointment on 2/28/2014. They were scheduled to come to my house on 3/4/2014. They called me that morning and told me that Colonial Home Warranty has canceled the claim due to me owing them money. The contractor called me not Colonial Home warranty. I don't know how I was able to file a claim on 2/26/2014 if my account was closed. This did not come about until I requested a real contractor to handle my claim. I do owe them $277.50. I called them to see if I could pay them the money that I owe them so that they would reopen my account or to find out what was going on and they just said that my account has been terminated and would not help me or work with me at all. I had one service call with this company since I have been a member and I get one service call per year for free. Its written on my contract. I would like them to reopen my account or reimburse me the $622.50 that I have already paid them. I do understand that I owe them $277.50 and I am willing to pay that to get my account back up and running. They never notified me that my account was being terminated and they never notified me that I still owed them money. They will not keep my $622.50 that I have already paid them for doing nothing. Can you please help me with this matter as I have tried repeatedly to contact them and they refuse to work with me or even talk to me regarding this matter. Please understand that I am not trying to get anything for free, I just want them to do the right thing.Desired Settlement: I would like a refund in the amount of $622.50 that I have already paid them or I would like to pay them the remaining $277.50 that they claim that I owe them and have them reopen my account.

Review: I have a Home Warranty with Colonial Warranty. I made a claim online around 02/12/14. Colonial contractor failed to come, so I call Colonial and they said I can find a repair person and they will refund me. I founded a repair person and the repair was complete on 02/15/14. I fax Colonial the job invoice and call then. Colonial said they need to talk to the repair person and they would not call him he needs to call them. I told them he has his money and it's no need for him to call. Colonial said they would look into it. I had been calling Colonial since 03/20/14 @ 1-877-313-0001 and the number always say the office is close. I call four times a day @ different hours and always close. The website want let you log in. I need my refund pleaseDesired Settlement: I need a refund like I was told.

Review: Over the holidays, I started getting oven alert codes. My oven was saying F0 and F9. I called my home warranty company and they arranged to have Fidelity repair company out to fix it. My adult son was home for the repairman, and he couldn't find anything wrong with it. My son said he turned on the oven, let it heat up, and measured the heat. He left and reported nothing wrong with it. Because I knew I was getting warning codes, I called GE, the maker of my oven and talked to a representative there. They said most likely my circuit board was going out and I needed it repaired. I called back up to Colonial, and they made me pay another co-pay because this new call was not the same problem (of course it was), and they had deemed nothing was wrong with my oven. I told them what GE had said, and they made an appointment. I left work early for the appointment, and the repair person did not show up. I called the next day to tell them, and they said they were assigning a different repair company to my case, because of the No Show. By this time, I was regularly having my oven turn off in the middle of cooking, and I had some holiday baking get ruined because of it. The same repairman from the first call came out again, and tried to find out what was wrong. He again couldn't prove that anything was wrong, but urged me to take pictures of the warning codes and send them to Colonial. Morris, a Colonial Representative, said to send the picture to him at: [email protected], which I did. Morris told me they were trying to decide whether to replace my oven or fix it, as it is an older model (10 years old), and he would contact me soon. I called this morning, and got a service person on their phone, who said it was determined that I had waited too long to make a complaint. I asked to talk to a supervisor as I have tried to resolve this so many times and in good faith.I do not understand this at all, but was told this morning that my only recourse was to write a letter to corporate. This has affected me for a few months, and has cost me two co-pays and much frustration. Mostly, this company is not living up to their contract.Desired Settlement: I would like this warranty company to service this warranty I pre-paid for. This is a terrible way to do business!

Business

Response:

January 29, 2014

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: [redacted]

Coverage Address: [redacted]

Claim #: [redacted]

Type of Claim: 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 2013-04-11.

This contract became active as of 2013-05-12. 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 1-877-808-0009. Colonial must receive

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

The customer indicated the issue has been going on for a few months

prior to notifying Colonial and has been manually clearing the error code to stop

the beeping but never actually corrected the 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 home warranty from Colonial Home Warranty February 24th 2014. It was a promotional item for 2 free months for the price of 1 year on the Independence Annual promotion. They gladly took my money and sold me the policy, and then filed bankruptcy just 3 weeks later on March 17th 2014.Desired Settlement: I needed to file a claim on my water heater, and I purchased the warranty for just this reason. I would like them to replace the water heater as they said they would.

Review: We were offered a 3 and 1/2 years home warranty for $900 which we paid on 1/7/2014 and supposed to cover home warranty until 8/7/2017. We came to know recently that this company file bankruptcy. We were not notified nor paid the prorated amount of the leftover period of the contract. While trying to reach them through the provided phone number, we were not to get hold of them. Please help us getting the money refunded back to us.Desired Settlement: 650

Review: I purchased a homeowner protection policy from Colonial Home Warranty on 8/5/2013. I was encouraged to pay the policy in full to get a better deal, which I did using a credit card.

ORDER SUMMARY

Sale Amount: $373.88

Charge Amount: $373.88

Start Date: 08/05/2013

Today, 3/13/14 we tried to make a claim using the policy and were told that the policy was not valid for our home because our home is over 5000 square feet. I talked to customer service and the cancellation department and also called the sales person who sold me the policy. In one instance, I was told by the cancellation department and customer service that Colonial does not cover homes over 5000 sq ft, so I asked them to refund my money, since they will not honor a claim and the contract is invalid and they had my money. Then I was told to mail a check to the corporate office for another $200, and they would review the claim. I asked why am I mailing you a check, when you took a credit card before, which will delay service, plus you told me that you do not cover homes over 5000 square feet. I need a resolution, on one hand they say I don't have valid contract with them, and they will not refund my money. On the other hand they ask for more money for an invalid contract so that they can review a claim on a contract that they are saying is not valid in the first place. They did not send me any communication over six months that said the warranty is not valid, but as soon as I try to use the warranty, they will not honor it. When I ask about cancellation and return of my funds, they said well the warranty has been active since 8/5/13, and I can't tell you how much you will get back until you cancel it, but you have to cancel it first. Can you help me please?Desired Settlement: Since according to them, the contract was not legal and they have my $373 for services that they will not honor without me giving them more money, I would like my money refunded in full.

Review: I submitted a Letter of Grievance regarding my dissatisfaction with the following aspects of Colonial Home Warranty/CHW: poor customer service communication, inadequate service provided by contractor and failure to honor Cancellation policy by not paying previously submitted claim. On November 8, 2012, I purchased a 3 year Colonial Home Warranty contract. During the summer of 2013, I placed an electrical service request. The request was not completed to my satisfaction. The contractor stated CHW would not pay for the full installation of my ceiling fan which is covered fully in the policy.

During the fall of 2013, I placed a service request for a leaky toilet. I received an email from CHW recommending a contractor. I contacted the contractor who stated he does not service my area. I informed CHW about the contractor. The Customer Service Rep suggested I obtain a local plumber and submit the bill for reimbursement. I submitted the bill and received a call from CHW Rep who stated CHW would only cover $80 of $150.00 plumbing bill. The Customer Service Rep did not explain the service would not be fully covered by the non-contracted plumber. During this time I was also waiting for a contractor to fix my refrigerator. The refrigerator repairman stated he no longer contracts with CHW. At this point I knew if I used a non-contracted repairman I would not be fully reimbursed for the service and would incur a large out-of-pocket expense.

On February 5, 2014 I spoke with a CHW Rep to cancel my policy. The Rep informed me that I would receive an email confirming the cancellation. I never received the email. I contacted CHW Customer Service and was informed I would not be reimbursed the $80 toward the plumbing bill nor for the time left on my warranty.Desired Settlement: Since the Customer Service Rep did not provide me with external-contractor rates at the time I procured plumbing services, I request the full $150.00 claim reimbursement for the plumbing repair as well as the balance left on my warranty.

Review: The Colonial Home Warranty Company (CHWC) did not cover my furnace repairs due to a claim that my 20 years old furnace was under manufacture warranty. The furnace dysfunctional control board was not under manufacture warranty and this repair cost me $200. I also submitted a plumbing claim to CHWC and the assigned plumbing technicians came out and looked at the plumbing issues and did nothing. Afterwards I was charged two service fees of $120 for the technicians to come out and tell me that they couldnt do the work. I complained to CHWC about the plumbing issues and they replied to say you have to fix it yourself. I had to pay another plumber to complete the plumbing work. I also have an open plumber claim with CHWC now and I have been waiting over 10 days for an approval for the work order. This is THE WORST HOME WARRANTY COMPANY EVER; please do not pay your money on these guys. Thank you!Desired Settlement: Request for a refund of half the funding fee paid to CHWC due to the another cost paid to other service providers.

Business

Response:

Review: We filed a service request for the repair of our kitchen range that broke on Christmas Eve. A service contractor came out to our home and discovered the problem. He stated that he had to order parts. A few days later the warranty company called to say it wouldn't cover the repair because it is considered "secondary" damage. They explained that the igniter on the range broke, which in turn made the control board fail. Their contract does not show anything called secondary damage. Our policy should cover any broken parts, not just the one. It is not our fault that the igniter caused damage to another part. They did state that they could repair the igniter and would repair the "secondary" damage at an additional cost of $350.00. We were told that everything had to be repaired at the same time. Phone calls to the company did not resolve the complaintDesired Settlement: We would like for the repair to be completed, in it's entirety, at no extra cost to us, as soon as possible.

Business

Response:

January 13, 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 2010-05-04.

This contract became active as of 2010-06-04. Upon purchase Colonial emailed a confirmation of the purchase and

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

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

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

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

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

This letter is to confirm that Claim# [redacted] filed for Range Oven or Cooktop is/are not covered under the home warranty

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

listed below for specific verbiage:

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.

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 bought the home warranty service on 6/22/2012, paid $900 upfront for 3 years in full. Never had a requirement to file a claim with them until now. Dejected to know now from their website they closed for business and filed for bankruptcy recently on March 17th 2014. Neither any communication was ever received from the company in this regard nor arrangements for any refund were made on the remaining portion of the warranty period.

Review: I cancelled the home warranty policy in February 2014. I never received a refund on my policy premiums.Desired Settlement: Refund the prorated premium owed to me.

Review: I Purchased home warranty from company and just found out they went bankrupt.Desired Settlement: Refund purchase price.

Review: We have been unable to reach any contacts at Colonial Home Warranty after several business days/hours of telephone calls.Desired Settlement: Refund the $373.88 we paid on 12/23/13 for the home warranty of my mother's property as the company no longer appears to be in business.

Review: on 9/30/13 I purchased a 3 year home warranty contract. The term of the contract was for

10/31/13 thru 1/29/17 for the cost of $1386.55 which I paid in full at the time of the writing of the contract, 9/30/13.

I have not used any of the home warranty services to date, but wanted to schedule a service now. No one is answering their phones, despite multiple calls at various times of the day, over multiple days. My contract indicates that they are available '24 hours a day, 7 days a week'. I have tried to reach them for over a week as well as others who also have a contract with them.

I am very upset that they have $1386.55 of my money (paid in full) but I can not reach them to provide any services.Desired Settlement: A refund for my premium, $1386.55 minus 5 months I was covered(but had no services) and a $50 cancellation fee equaling $1144.00 since no services were provided and no one is answering phone calls.

Thank you

Review: I purchased the home warranty Sep 2012. I submitted a request to repair my dishwasher on 29 Aug 13. They sent out a technicial from [redacted] who advised I needed a control panel. They said they would order the part and contact me to install. On 3 Sep 13, a rep from Colonial called me to advised colonial was not going to pay for the repair because the part was still under warranty. The Rep could or would not give me any other explanation other than it came down from the cooperate office. I made several attampts to contact the cooperate office (supervisor/manager) and was advised they would pass on the message and someone would contact me. I have been waiting for 4 business days. My current contract ends 12 Sep and I believe they are stalling until the contact ends. Every rep I've spoken with ( 5 reps total) advises they need to give to the cooperate office for resolution. I purchased this warranty in good faith that if I do have an issue it would be resolved.Desired Settlement: I will have the dishwasher repaired and would like to be reimbursed or refunded the amount of the contract. I believe this business should honor their agreement

Business

Response: