Colonial Home Warranty

Review: I purchased a home warranty for 3 year contract, and when I went to use them their is no company is business. According to the internet they are no longer in business and I want information to see if I can recoop any funds since they did not provide the service according to the contract.Desired Settlement: I would like to be reimbursed for the cost of my contract $1020.00

Review: I bought a home warranty policy for the year on my home and went to call for a plumber but they were out of business.I gave them enough money for the whole year. Now I have had to purchase another home warranty policy with a different company.How can I get my money back? The internet tells me that colonial is out of business.I had to find this out on my own when I needed service.At least I could have been informed!!! My contract # was [redacted]Desired Settlement: I would like the money I gave them for the year refunded.

Review: I wrote colonial a letter on July 9, 2013 regarding a denial of a claim that I filed on June 22, 2013. I contacted Colonial Home Warranty due to standing water in my dishwasher. A technician from [redacted] came out and said that the drain pump needed replacing. I received a call from a Colonial representative on July 8, 2013 stating that they would not honor the claim because its a maintenance issue due to food clogging the drain. I called the [redacted] technician who reported that it was not a maintenance issue due to food clogging the dishwasher. Instead its due to the drain pump needing to be replaced. I informed Colonial that the dishwasher is operable in the sense when there is standing water it can be drained if I turn the dishwasher on and off; therefore its not due to a clogged pipe. If the pipe was clogged due to food the water would not be able to drain at all. I informed the representative from Colonial that the dishwasher needed to be fixed because this is not a normal function of the dishwasher. Instead this is an equipment problem. According to their contract it states the coverage is designed to cover the most frequently occurring break downs from normal wear and tear. The representative continued to report that its a maintenance problem, even after I continually stated that this was not what I was told by the appliance company. The dishwasher portion of their contract (6) states that included for service is all components and parts except that which excluded: Racks-Baskets-Rollers-Hinges-Handles-Doors-Door Gaskets-Damage caused by broken glass and/or other sharp items. It does not state as one of the items being excluded being a drain pump. I informed them that I didnt believe they were honoring their contract.I then received another phone call from a Colonial Representative on July 10, 2013 after I sent a letter of complaint regarding my disagreement with their decision. They still refused to fix the situation.Desired Settlement: I would like to have my dishwasher repaired.

Business

Response:

Review: I obtained a home warranty with Colonial Home Warranty Group INC on 24 December 2013 and my heating system motor went out on Monday, 27 January 2014. With that said, Colonial Home Warranty INC, advised me this morning that they denied my claim because I was covered under the policy for free the first thirty days and since, and although my policy was covered via the payment I made on 24 December 2013, it really did not take effective until 24 January 2014, and therefore they are denying my claim to have the motor in my heating system replaced. This really don't make a lot of since, my policy and the welcome email message dated 24 December 2013, states that I'm covered, but according to two Service Representatives at Colonial Home Warranty Group INC, I was not officially covered until 24 January 2014; meaning I was only three days into coverage as of 27 January 2014 and therefore I was denied. I don't think Colonial Home Warranty Group INC was upfront about informing me and most likely other consumers that although they offer a 30 day free coverage period, nothing is actually covered, even three days later for fee-based paid in full coverage as well. I requested a refund effective today and cancellation of the policy, since I've only been actually covered for 3 1/2 day as of today 28 January 2014.Desired Settlement: A fair and effective refund.

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: 1[redacted]

Claim #: [redacted]

Type of Claim: Heating

Thank you for contacting Colonial Home Warranty regarding this

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

on 2013-12-24.

This contract became active as of 2014-01-24. Upon purchase Colonial emailed a confirmation of the purchase and

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

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

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

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

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

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

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

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

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

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.

The contract became effective on 1/24/2014, the claim was filed on 1/27/2014.

The motor needed to be replaced on the unit. Unfortunately per the terms the customer

would not be eligible for a motor replacement until 2/24/2014, this claim remains

non-covered and the customer would need to repair it.

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 paid for a warranty on my home appliances and the company said that my claim was not covered. Colonial Warranty sent an authorized appliance repair company to my house to fix my dryer. My dryer was making a noise and I assumed a belt was going bad. The repairman said a part was wearing out and needed to be replaced; if the ring was not replaced the drum of the dryer would be ruined. The repair company called Colonial with the information and was told it needed to be reviewed. I called Colonial to see if I could hurry them along and was told that I was welcomed to pay for the repair myself to get it done and wait on the claim review. If the claim was approved, they would send me a check. I was not told how long the review process would take and my dryer needed to be fixed. I told the representative that I didn't trust Colonial and assumed this was a tactic to not pay for any repairs on covered items. Well, I was right, several hours later, I got a phone call from Colonial who told me that NOISE was not covered under the policy. So the claim was not approved. Noise was the way I knew something was wrong. Noise was a sign of the ring going bad.Desired Settlement: Colonial needs to pay for the dryer repair. I sent them the invoice in a email and told them I expected a call from them and a check or I would file I claim with Revdex.com. Colonial needs to call me, apologize and pay for the repair.

Business

Response:

October 16, 2013

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: [redacted]

Coverage Address: [redacted]

Claim #: [redacted]

Type of Claim: Clothes Dryer

Thank you for contacting Colonial Home Warranty regarding this

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

on 2012-09-27.

This contract became active as of 2012-10-28. Upon purchase Colonial emailed a confirmation of the purchase and

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

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

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

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

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

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

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

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

This letter is to

confirm that Claim# [redacted] filed for Clothes 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:

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.

On 8/5/2013 when the original claim was filed the customer notified

the representative that the unit has been having the issue for a few months. Colonial

dispatched a contractor to diagnose and see if a repair can be done within the pre-authorized

limit. Per the terms above Colonial was unable to authorize this claim.

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

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

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

XI.

CANCELLATION

This coverage shall be non-cancelable by Colonial unless:

1.You fail to pay fees;

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

was already in need of repair before

your coverage start date;

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

sale does not occur.

This coverage is cancelable by you on the following conditions:

4. If you

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

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

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

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

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

check to the original purchaser.

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

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

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

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

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

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

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

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

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Consumer

Response:

Review: I am extremely disappointed with the service I've received from your company. After numerous visits to my home, each required us to take time off from work, the repairman determined that our washer required replacement. Now that we have progressed to the claim settlement your company offers $215.98 as a replacement value of our appliance. This is completely unacceptable. Subsequently I placed a call to your customer service department to resolve this issue. Again I was disappointed with the service I received from your company. The customer service agent informed me that normally you would ship a new washer to replace mine but that they were out of stock and in turn offered me $215.98 as a replacement settlement. Apparently that is what your company pays for a new washer with comparable specifications.

My issue here is that I cannot purchase a washer for the amount you offered in settlement thus this is not replacement. Why is it my responsibility to cover additional cost because you don't have the washer in stock. I believe that this is not in good faith of the agreement we entered into with your company. I have since purchased a washer and expect compensation for the replacement value of the washer that could not be repaired or replace as agreed to in our contract.Desired Settlement: I have priced washers with an average cost of ~$450.00 which I consider acceptable. I would not have purchased a new washer if you would have shipped me a new one at your cost. To be clear, I would have accepted a new washer shipped to me from you or replacement cost of my old washer which is ~450.00 prior to taxes.

Business

Response:

October 16, 2013

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: [redacted]

Coverage Address: [redacted]

Claim #: [redacted]

Type of Claim: Clothes Washer

Thank you for contacting Colonial Home Warranty regarding this

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

on 2012-09-05.

This contract became active as of 2012-10-06. Upon purchase Colonial emailed a confirmation of the purchase and

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

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

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

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

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

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

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

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

This letter is to confirm that Claim# [redacted] filed for Clothes Washer is covered under the home warranty contract

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

below for specific verbiage:

10. Colonial

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

repaired or replaced. Colonial is responsible for installing replacement

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

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

equipment required due to the incompatibility of the existing equipment with

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

type of chemical or material utilized to run the replacement equipment

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

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

governments.

21. Colonial

reserves the right to offer cash back in lieu of repair or replacement in the

amount of Colonial’s actual cost (which at times may be less than retail) to

repair or replace any covered system, component or appliance.

The customer was offered the option to email the authorization department

to review the claim and amount offered to see if anything additional would be approved.

The customer did email on 10/9/2013 and was informed the review can take 30 days.

At this point the claim is in review but based on the terms it is unlikely that

anything additional will be offered.

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Consumer

Response:

Review: I purchased this warranty last November/December for $400. I recently called them to file a claim and it says that all numbers have been disconnected and I cannot get a hold of them. I paid for a full year of service and apparently they went out of business without every giving me a refund.Desired Settlement: I would like a refund for the full amount because every time I tried to submit a claim, I was unable to do so.

Review: I paid via a credit card on 7/24/13 for a three year home warranty contract with Colonial Home Warranty. Per the contract my policy was to be effective thirty days after payment was received making my policy effective on 8/24/13 for coverage . I reported a claim for an air conditioning failure on a spilt system for my home on 8/26/13 with a technician responding on 8/28/13. The repair was not made due to the fact he required authorization from Colonial prior to work completion. After several phone calls to the company I was finally informed my part was not covered due to my policy not in force. I strongly disagree with their stance on the matter as the contract clearly states policy in effect thirty days after payment, please refer to the above dates. I have only been in this residence about a year now and have since had the units serviced and in fact was covered by [redacted] prior to switching to Colonial. I really feel I have been scammed out of my money and left with a repair of $223.50. I have requested a full refund on the $990.00 dollars paid for the contract since they refused to cover my claim leaving my family without air conditioning in a desert environment. To add insult to injury my first service call fee was to be free, this was not relayed to the technician they sent so I had to pay him $45.00. Colonial stated I could repair the unit with my choice of contractors and offer a payment of 45.00 dollars ......really, what an insult!

[redacted]Desired Settlement: The company owes me the 45.00 dollars for my out of pocket expense per my contract, that is not in dispute. Since they failed to live up to the contract, I wish to cancel the policy and request all monies paid returned. I should not be out of pocket for one red cent as I'm left hanging with the 223.50 repair for the A/C unit. In fact they should be held liable for the repair but I know that is not going to take place. Let's just unwind the transaction and go our separate ways.

Business

Response:

Review: This company renewed my home warranty for a 3 year term beginning in Dec. 2013, then filed bankruptcy! They collected $1400 knowing I would not be given a warranty!Desired Settlement: I want the $1400 back!

Review: On 7/18/2013, I place a claim [redacted] with this home warranty, it was assigned to [redacted]. The tech determined that the fan was malfunctioning which the home warranty first agree to repair, however the fan is attached to the blades, and the blades also need to be replaced. I stayed 11 days in hot summer with no AC (close to 100F weather everyday), [redacted] took the old parts and I had to buy the new part directly from them otherwise they wont service my AC, the home warranty refused to pay for the replacement part which cost me ($299) in addition ofcourse to the $45 deductible. I attempted to call them many time and ask to speak to a manager but no one returned my calls. It says in their website that the major mechanical parts of the home's central A/C systems are covered. How can they cover a fan and not the blades is behind my understanding. In addition to my early fee, I paid $45 deductible for this repair.Desired Settlement: I would like a refund for the $299 for the blades.

Business

Response:

Review: I signed up with Colonial in December 2013 for home warranty service. I was up sold to prepay for 3 years of service for a better rate. The overall service was acceptable until I made a recent claim. The claim was for a leaking dishwasher. Their contracted service agent came to the house to repair the dishwasher and told us it needed to be cleaned up and the leak would stop. We had to pay the $45We cleaned it, ran it and it continued to leak and damaged our cabinets. We called again for service. The same service agent came and told us the lid needed to be replaced since the lid and the seals were one integral unit. Colonial denied the claim stating that their contract excludes seals.

After attempting to get someone at Colonial who would reconsider the claim, I decided to cancel my contract. Colonial said they would cancel contract and they would refund the pro-rated amount of the remaining contract, BUT would deduct the costs for any repairs that have been performed since the contract was started. I do not think this is just since they up sold me on an extended contractDesired Settlement: Refund of prorated contact.

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: Dishwasher

Thank you for contacting Colonial Home Warranty regarding this

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

on 2012-11-29.

This contract became active as of 2012-12-30. Upon purchase Colonial emailed a confirmation of the purchase and

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

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

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

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

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

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

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

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

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

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

specific verbiage:

6. DISHWASHER

INCLUDED:

All components and parts, except:

EXCLUDED:

Racks - Baskets – Rollers – Hinges – Handles – Doors – Door gaskets –

Damage caused by broken glass and/or other sharp items - Cleaning.

Colonial records indicate other claims were covered on this account

per the terms. The customer cancelled the policy and 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: someone there contacted Frigidaire and said they were [redacted] and asked them to send us parts. Myself nor my wife made any calls to Frigidaire asking them to assist us. The call came from someone at Colonial, which is why they were pushing the issue as being a defect. They feel since the fridge is 2 years old it is a manufacture defect and since the manufacture is willing to send parts out to the customer then they are claiming is to be a defect. However, I have to pay for the service to install the parts and I had to buy Frigidaire's warranty before they would even send me the parts for free. The warranty cost $229.00, which I had to pay out to get these parts that Colonial claims they are free. Frigidaire has never claimed the parts to be a defect, they were willing to assist their customer as long as I bought their warranty, which now has cost me $229.00. I canceled with Colonial due to the fraudulent transaction, and the fact that they don't actually cover anything. The fridge is 2 years old given and this conversation was made with the sales rep. that we have had to fix the fridge once before and he confirmed and assured us there would be no issues. However, there was a huge one. We were left without a fridge for an entire month waiting on Colonial to decide to cover it. They at one point called and wanted to know if we wanted to replace our fridge or fix it. Then they called back on the 21st of Oct. stating they were not going to cover it, that Frigidaire is sending out parts because it is a defect. So my wife called Frigidaire and was told that since Mr. Hanson called them on the 17th and asked if they could assist us as their customer in getting the fridge fixed. They said they would send the part out for free ( after I purchase their warranty) but the customer(me) would have to use one of their techs and pay to put it in. The problem here is I didn't make any calls to Frigidaire on the 17th asking for any assistance. A rep. for Colonial Home warranty made that call and fraudulently said they were me. They then decided that since Frigidaire will send out the parts not taking into to consideration that for me to get this part that Colonial has decided was a defect I had to pay Frigidaire $229.00 ( their warranty) to get plus $118.00 to get it put in. This isn't a manufacturer defect. This is colonial trying every angel to get out of paying for something. Hence the reason it took them 3 weeks to come up with a solution. It shouldn't have taken this long to process, and what ever happened to the call my wife got about them deciding if they should fix it or replace it. All of a sudden no one knows of this call. My wife tried several times to over-turn this decision, but she was not able to speak to anyone beyond a customer service rep. manager. She was told she has to write a letter and that the address should be on the contract. We are talking about a fridge in our home that is needed, we don't have time to write letters to be sent in the mail. Everytime she asked to speak to a supervisor or someone above the rep. manager they said that she could not. So after two days of trying to talk to someone and not getting any where she canceled the policy. Why would we continue to do business with a company that makes fraudulent phone calls and lies to you just to get you to buy their product? She was told she would get a refund in 5-7 days, this never happened when she called to find out why they told her she didn't have one. Even with what they told her on how they calculated the math it never added up to "no refund" . There is money owed.Desired Settlement: I would like to know why Frigidaire was called and that person said they were me? A refund for the cost of the warranty we had to buy from Frigidaire for $229.00 and the cost for the tech $118.00 is fair. Also a full refund of $373.88 for the policy.

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: Kitchen Refrigerator

Colonial addressed the fact that this was a manufacturer defect

which is why they were willing to supply the part and addresses that this is

the second time that board required replacement on this unit which is not

normal for such a new refrigerator. We do apologize but as this account is

canceled there is nothing further we can do to assist this claim. The customer

had the option to dispute the claim but chose to cancel instead.

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Consumer

Response:

Review: I have a home warranty with Colonial Home and recently filed a claim for a broken dishwasher. A repair company came out and I paid the $60 deductible and confirmed that there was an issue and a broken control panel. I was called the following day from Colonial Home Warranty saying that the part is not covered under my warranty because there is an exsiting manufacters warranty. I called Jenn Air (the manufacturer) and was told that there is a 1 year warranty on the control panel and that the dishwasher was purchased in April 2008. I called Colonial Home Warranty back this morning (I also sent them an email that went unanswered) to let them know that it was not covered. I was informed that there is a lifetime warranty on the stainless steel tub for the dishwasher and eventhough the parts are not connected in any way, that since there is a manufacters warranty that they would not cover it. I asked to speak with a manager and was told that they wouldn't be able to do anything at all and hung up on me - this was Adam that I spoke with. Earlier, I spoke with [redacted] and when talking about not having a dishwasher, his comment was, "get used to it like the rest of us".Desired Settlement: I would like for Colonial Home Warranty to come back and replace the control panel on the dishwasher and pay for labor and the part. Or, at a minimum refund my $60 deductible that I paid.

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: Dishwasher

Thank you for contacting Colonial Home Warranty regarding this

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

on 2012-11-19.

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

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

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

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

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

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

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

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

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

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

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

verbiage:

17. Colonial

will not cover any repair, replacement, installation, or modification of any

covered system or appliance arising from a manufacturer’s recall or defect of

said covered items, nor any covered system or appliance while still under any

existing manufacturer’s, distributor’s, or in-home warranty.

Since the Dishwasher carries an existing warranty from the manufacturer

that excludes it from Colonial's coverage.

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

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

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

XI.

CANCELLATION

This coverage shall be non-cancelable by Colonial unless:

1.You fail to pay fees;

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

was already in need of repair before

your coverage start date;

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

sale does not occur.

This coverage is cancelable by you on the following conditions:

4. If you

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

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

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

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

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

check to the original purchaser.

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

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

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

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

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

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

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

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

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Consumer

Response:

Review: Colonial contractor collected service fee when Colonial had quoted 3 free service calls, this was the FIRST service call and when requested refund they sent an email that stated once signed I would agree not to further pursue the claim. Service man appeared on Friday 1/17/2014 after calling Colonial on Monday 1/20/2014 they said they would have the contract return the check. The following day 1/21/2014 the check was cashed. After multiple calls and 2 weeks later they were going to send a refund form had to call again to get form now a month later 2/20/2014. They said this was their standard form for refunds and that it would take 30 days for a refund, it has now been 30 days since the form was sent and still no refund has been sent. I have been calling for a week and the office has been closed or so says the recording. See form below.

COLONIAL HOME WARRANTY

Reimbursement Agreement

Claim Number: - 02-2014

Dear ,

You have recently filed the above-referenced claim with Colonial Home Warranty. In lieu of having one of our service

representatives repair or replace your Heating, you have accepted a Reimbursement. A Reimbursement is an amount paid to you

instead of having Colonial Home Warranty complete a repair or replacement of the item. In connection with this claim you have told

our Claims Representative during a telephone call that you will accept a Reimbursement. The Reimbursement amount approved is

$45.00. To complete the process and issue you a check, please carefully review the statements below and then sign and return this

Reimbursement Agreement.

1. THE PAYMENT, WHEN MADE, IS IN FULL AND FINAL SATISFACTION OF THE CLAIM FILED. YOU AGREE THAT

COLONIAL HOME WARRANTY WILL HAVE NO FURTHER OBLIGATION TO YOU IN CONNECTION WITH THE CLAIM YOU

FILED.

2. YOU ACKNOWLEDGE THAT COLONIAL HAS INFORMED YOU THAT YOU HAVE THE OPTION TO REJECT THE

AGREEMENT BEFORE THE FUNDS ARE DEPOSITED BY YOU BY CALLING 1-877-313-0001

By signing and returning this Reimbursement Agreement, you agree to the provisions of the terms and conditions of the contract

and this Reimbursement Agreement.

Signature: ____________________ Date: ____________________

Fax Hand-Signed and Dated Agreements To (866) 496-5790 or Email to [email protected] Settlement: Send refund check and have a new standard form created for incorrectly charging customers rather than making them sign a form that they will/can not pursue their claim in lieu of a refund. New policy for refunds that require no investigation to be processed sooner than 30 days.

Review: Colonial Home Warranty does not cover advertised items. They do everything they can NOT to warrant your home and will give you excuses, not return your calls, and will not cover your items requested.Desired Settlement: Refund of annual fee.

Business

Response:

Review: I notice there (Winter) discount they offered on 1/10/14, I spoke with agency made a deal for half ($174.48) for that day and the remaining on 2/10/14 of ($174.47) was told to wait 30 days before any services. These people got paid right away. And notice on the 3/31/14 that they held filed bankruptcy on 3/17/14 and that it is in count right now Case [redacted]. I know they had to know that they was going to do that long before they accepted my money.Desired Settlement: I feel that it was less then three weeks after accepting my money knowing that they had NO! plans to fulfilling any of my needs. I most deftly deserve all my money back and right away. Matter of a fact they should of automatically send it back. I don't use or get any service. No one!, has $348.95 to give away not me. So, Please check on this matter for me, and please, please do something about it.

Review: unable to reach by phone or websight for service. starting 3/23-3/24-3/25-3/26-2014 .heating system not working.account numbe[redacted]/ paid $345.00 paid in full. term 8/26/13-9/24/14 .I called each day and the service state the office is now close. 1877-313-0001/1877-808-0009. No heat will call out side contractor to make repairs. Plus failure to make repairse on clothing washer and service call charge $110.00

Review: Paid a total of $994.17 for a three-year home warranty service contract. I have been trying for weeks to contact them for service. No responses to email requests. No responses to web-site submissions. Not answering the phone at any time of day.Desired Settlement: Refund of all charges.

Interest on those charges.

Fees for work that they should have covered, but were not responsive.

Penalties.

Review: Based on my own and my colleague's experiences, please be cautious if you want to choose Colonial Home Warranty. I try to be absolutely objective here, you can make your own judgements.

Here are my own experiences:

One year ago, I purchased 5 year home warranty from Colonial with discount rate of $1600 total. One month ago I cancelled my service due to poor experience. In these 11 months, those were services I got.

1)Colonial was called to pay one visit to check Washing Machine leakage, but Colonial refused service due to coins inside washing machine. (Comments: based on my own and my friends' experiences, Colonial tends to find excuses to refuse service for costly repairs, excuses can be that you did not follow manufacture manual EXACTLY to use appliances)

2) Colonial was called to check circuit breaker jumping issue when Microwave is used, they changed light switch, but circuit breaker jumping issue is still there.

3) Colonial was called again for circuit breaker problem, but the same contractor visited, but did not do anything except cleaning, because he did not know how to fix it.

4) Colonial tried to send the same contractor again for circuit breaker issue, but I rejected their service because the poor guy doesn't know how to fix it anyway. So no service was called.

Those are all the services I got in last 11 months, now I got $298 refund.

In summary, Colonial used low price to trap you in, once you are in, Colonial will find any excuses to reduce your refund. Second, they will always find any excuses beyond reasonable to reject your costly services to save money (This is common experience between friends). To my own experience, they cannot even fix small items either (It may or may not be common). So I just try to be objective here. You can be your own judge.

Review: (Claim [redacted]) I called Colonial Home Warranty on two different occasions to request repair service on the aforementioned claims. Both of these claims are now over 90 days old. On the first claim involving a dryer, Colonial never connected me to a service provider. I was told to contact my own provider, have the service tech call & fax his invoice to Colonial (both were done immediately). On the second claim involving central AC unit, Colonial sent their own technician. All documentation and invoices were submitted to Colonial, but they have yet to settle these claims. We have paid for the services in full but have not been reimbursed by Colonial. We have called customer service many, many times and have been told, in a very rude manner, that the claims are "in review", "sent to billing dept.", etc., etc. I have filed complaints with the company with no response. I've only been connected to [redacted]" who have provided no resolution to the problem. It's as if they are reading from a "script" that is exactly the same every time we call. We paid out-of-pocket $125.00 for dryer repair and $398.00 for AC repair, neither have been reimbursed to us as outlined in the benefits of the Home Warranty Policy [redacted]Desired Settlement: I want to be reimbursed for the covered items stated above, as per our Home Warranty Policy. I also would like a pro-rated refund for the remaining amount of my yearly premium with Colonial Home Warranty. I believe this company is a fraud and does not deliver services as promised.

Business

Response: