Colonial Home Warranty

Review: Purchased home warranty 10/10/2013 for $642.50 (141.35)discount actually paid $501.15.

Warranty included pool, spa and home. Called company today 06/09/2014 they are out of business! No service no repair out of premium($501.15)

Review: Colonial Home warranty company didn't send service providers within the same two weeks of my claims. I made a claim about my dishwasher June 1st and the person sent out did show up, they did not find a problem with my dishwasher. However, I had to pay $55 but the dishwasher completely stopped working about three weeks later. Colonial said I had to pay another $55 service charge. When the serviceman said the pannel needed to be replaced, Colonial said, " Had I called two days later they would have fixed it due to the fact that I had their policy two months and twentynine days and needed to have had it two more days before they could replace a pannel. " Colonial let me wait weeks after asking for service on my dishwasher. They Never contacted me to let me know they wouldn't fix it . I called the serviceman and was told Colonial did not authorize service and I called Colonial and cancelled due to not receiving service or information about not receiving service in a timely manner. Colonial would not even give a full refund even though they did no work for me and they would not even tell me how much of a refund that I would get back. Colonial denied service on July 18th! I had to call them to get information about the June 29th claim. I feel I deserve a full refund since I have had water in the dishwasher without knowing I would need another service person to fix this problem.Desired Settlement: Full refund

Business

Response:

Review: Purchased home warranty in October 2013 and canceled in Dec 2013. Submitted Claim for AC repair and was denied a service request, because I'm not allowed to have AC service at "this time" of year. I live in New Orleans LA and we recently had 82dF weather and the AC did not work. So I contacted their claims department. I was told its winter on the calendar so not allowed to call for AC work this time of year!!! I live in an area were we use more AC in the winter then heat, but according to their office its not allowed. The unit is a heat pump, so its the exact same system for heat and cold and only difference is a valve direction determines which item you have. I asked them to service is for heat then, and guess what??? They can't service it because its not the main floor heat unit..... We all have 2-3 AC systems in a southern homes and only one is allowed to be serviced. And Colonial get to pick which one. I called a manager and then more managers and you get a feeling they don't know there geography or temperature ranges. This company is located in Delaware and should be much clearer bout selling prospective clients in the south, otherwise we would have coverage for AC in the month of December....Desired Settlement: I would like to see them clarify this during the sales process, because they hid the fact its based on calendar, even though each part of the country has different weather patterns. Their policy sates; "This covered item applies to a Heat Pump in cooling mode during cooling season only". It should be based on the use and need for the cooling season for which you live, not an dates on a calender from someone in Delaware. Unless they expect to make money doing this, by not allowing anyone to file a claim.

Business

Response:

January 13, 2014

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID

Policy #: [redacted]

Coverage Address: [redacted]

Claim #: [redacted]

Type of Claim: Heater

Thank you for contacting Colonial Home Warranty regarding this

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

on 2013-09-13.

This contract became active as of 2013-10-01. 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 Heater 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:

IV.

Coverage (Dependent on Plan)

Unless

more than one system or appliance is included below, the coverage is for no

more than one system or appliance, unless additional fees are paid. If you have more than one of a covered system or appliance you

may elect which system or appliance to be covered by this plan at time of

purchase, if you do not elect which specific system or appliance to cover

Colonial reserves the right to elect which individual unit will be covered by

this plan.

1. HEATING

SYSTEM OR BUILT-IN WALL UNIT / THERMOSTAT

NOTE:

Main source of heat to home not to exceed 5 (five) ton capacity and

designed for residential use.

INCLUDED:

All components and parts necessary for the operation of the heating system. For

units below 13 SEER and when Colonial is unable to facilitate repair/replacement

of failed covered equipment at the current SEER rating, repair/replacement will

be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant,

except:

EXCLUDED:

All components and parts relating to geothermal, and/or water source heat pumps including: outside or

underground piping, components for geothermal and/or water source heat pumps,

redrilling of wells for geothermal and/or water source heat pumps, and well

pump and well pump components for geothermal and/or water source heat

pumps. Radiators or valves – Line Sets -

Baseboard casings - Radiant heating – Dampers – Valves - Fuel storage tanks –

Zoned Systems - Portable units - Solar heating systems - Fireplaces and key

valves – Filters – Line dryers and filters - Oil filters, nozzles, or strainers

- Registers – Circulating Pumps – Backflow preventers – Evaporator coil pan –

Primary or secondary drain pans – Condensation Pump – Condensation Drain Line –

Water Leaks - Grills - Clocks - Timers – - Hydronic Heating -Add-ons for zoned

systems - Heat lamps - Humidifiers - Flues and vents – Improperly sized heating

systems – Mismatched systems - Chimneys – Pellet stoves - Cable heat (in

ceiling) - Wood stoves (even if only source of heating) - Calcium build-up – Maintenance. Colonial will not access components and

parts that are obstructed by walls, ceilings or floors. This covered item

applies to a Heat Pump in heating mode during heating season only.

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

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

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

XI.

CANCELLATION

This coverage shall be non-cancelable by Colonial unless:

1.You fail to pay fees;

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

was already in need of repair before

your coverage start date;

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

sale does not occur.

This coverage is cancelable by you on the following conditions:

4. If you

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

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

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

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

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

check to the original purchaser.

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

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

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

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

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

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

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

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

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Review: I have been paying premiums for Colonial Home Warranty coverage since August 2010. Recently, I called to request help with a faulty HVAC unit. Colonial processed the request on March 5, 2013 (claim # [redacted], and assigned the job to [redacted] came to the house on March 13, 2014. After their visit, they immediately tried to contact Colonial to get approval for a replacement furnace. The Colonial voicemail message said the office is closed, and did not accept any messages. The contractor has been calling every day since then, and I have called several times myself, but the message is always the same. I have also submitted a written inquiry through the website. At this point, I don't know what to do. I have a furnace that needs to be replaced, but no way to reach Colonial for approval to do the work. I don't want to pay out of pocket because I am worried that Colonial will dispute the charges. This is totally unacceptable service for a 3.5 year customer who has paid their fare share of premiums to have this work covered.Desired Settlement: I'd like for Colonial to call the contractor ASAP and approve the furnace replacement per their recommendation.

Review: I am writing to report that my claim (March 17, 2014) placed with Colonial Home Warranty company to repair the dishwasher that was assigned to the Shenandoah Appliances did not get satisfied. The work was originally scheduled for March 19, 2014 but the day earlier I got a call from Shenandoah Appliances [redacted] that the work will not be done because they cannot reach anybody at Colonial Home Warranty by phone (1-877-313-0001 or 302-250-4601). My following direct calls to Colonial Home Warranty from March 20 till today (March 25) were not answered. The voice message says “The office is currently closed.” On March 20, 2014 I also wrote an e-mail to the company requesting immediate resolution of the matter, but did not receive any answers from them.

I have a 4-year warranty contract with Colonial Home Warranty that was created in May 2012 and I am concerned about the ability of the company to grant the future services if so required.Desired Settlement: I would like to get the repair of dishwasher done. If the company is on the adge of bankruptcy and is not capable to grant any services now and in the future I would like to be refunded for the remaining 2 years and 2 months of paid 4 year coverage.

Review: I signed up for Colonial Home warranty 3 year program and paid 1,020 dollars for coverage that started in November of 2013. I called them for repair of an oven and was ultimately told that they didn't have a repairman for Kenmore ranges but I could fine one myself and they would reimburse based on what that repairman found.

My seal in my front load washer tore on March 20th. I called several times on the 21st and again this morning on the 24th. The line states that the office is currently closed each time. It also looks like the website is stating no service available in NC. I tried to file a claim online and it stated the service was unavailable. I submitted an email on 3/21 requesting contact about a refund for this prepaid program and have gotten no response.

I am afraid this company has maybe gone out of business and I am out the money I paid and if that is not the case, obviously the contract they provided is false. How can they not have a repair person for one of the most common ranges in the US?Desired Settlement: Refund of the money I paid for this 3 year contract

Review: I purchased Home Warranty contracts from this company and I cannot reach the company by any means I've tried. Desired Settlement: If this company is out of business, I would like my monies refunded.

Review: I filed a claim for my HVAC system that was denied. Colonial Home warranty sent out their contractor to inspect the unit and the contractor confirmed that the unit needed to be replaced. Their contractor confirmed that the problem with the HVAC system was due to normal wear and tear issues as the unit was 16yrs old. Colonial's stance was that the unit had a pre-existing condition that was present before the warranty was purchased. The warranty was transferred to me as a result of the purchase of our home. Colonial requested maintenance records and a home inspection which I provided. No where in the maintenance work or home inspection was there any indication of the unit not working properly. The HVAC system was preforming normally at the time we purchased the home. In looking back at complaints filed against Colonial, it plain to see that Colonial is not in the business of servicing its customers but only to collect premiums and deny any claims that cost more then the price of a dishwasher or microwave. This company is purely fraudulent in its sales and service tactics. I have installed a new HVAC system in my home and feel it is Colonials obligation to at least pay for what their contractor estimated the cost to be for a new system that their contractor recommended.Desired Settlement: I request that Colonial honor the warranty and pay the amount that their contractor estimated for the replacement of the HVAC system.

Business

Response:

September 9, 2013

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: 31562225

Claim #: [redacted]

Type of Claim: Air Conditioning

Thank you for contacting Colonial Home Warranty regarding this coverage. Our records indicate that the coverage on this account was purchased on 2012-11-26. This contract became active as of 2012-12-27. Upon purchase Colonial emailed a confirmation of the purchase and summary of coverage to the customer. Colonial also mailed a hard copy of the full terms to the mailing address on file for the customer to review. Colonial gives our customers 30 days from purchase to review the terms of coverage and allows a customer to cancel for a full refund if not satisfied for any reason. Colonial requires our customers to review the terms and accept them online to activate the policy prior to filing claims. Our records indicate that this account has been activated with the full terms of coverage agreed to online from IP Address [redacted] Our full terms are also available online at www.colonialhomewarranty.com/homeowners/user-agreement for anyone to review.

This letter is to confirm that Claim# [redacted] filed for Air Conditioning is/are not covered under the home warranty contract with Colonial Home Warranty. Please refer to the Section and Item No. listed below for specific verbiage:

1. The following are not covered:

(i) malfunction or improper operation due to rust or corrosion of all systems (including: plumbing systems, heating systems, electrical systems, built in wall units, water heaters, or heat pumps) and/or air conditioning systems/coolers or pools/spas, and appliances,

(ii) collapsed ductwork,

(iii) known or unknown pre-existing conditions.

14. Colonial will not pay for repairs or failures if you fail to perform normal or routine maintenance. For example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement. Colonial reserves the right to request copies of your maintenance records. Colonial reserves the right to deny coverage due to your failure to produce maintenance records. If a system or appliance is found to be non-maintained at the time of diagnosis that system or appliance will not be covered.

The records provided were dated June 2012 and noted that the unit had a Freon leak. There was no record of a leak detection or repair of the leak. The home inspection also recommended servicing the HVAC as well.

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: We bought the colonial Home Warranty [redacted]thinking it was a good investment based on what we were told by costumer service. We bought it for a year and it will expire in September 2013, well we end up calling this month for the first time because the A/C was not cooling good. I called on 08/05/13 for service, they sent me an e-mail with the claim number and the contractor information. It did say it was going to take 1-2 business days for the guy to contact me, well 2 days passed and I didn't hear from anybody, so I called the number they sent me and when I talked to the contractor he had no idea what was I talking about. Colonial hadn't send him any information about my claim. Since he was already book for that day and the next day, he told me he was going to try to squeeze me in and he did. He was at my house the next day. He did an excellent job and even though he couldn't get a hold of some one at Colonial to get an approval he finished the job. Now Colonial doesn't want to pay him because the job was not approved and he wants me to pay for it. The contractor is willing to wait until I resolve this issue with Colonial. I wish I knew what I know now about Colonial bad reviews before we purchased the policy. Live and Learn.Desired Settlement: All I want is for Colonial to pay [redacted] for his job. He put the costumer before the money and did a good job. I already paid him the service fee ($65.00)now Colonial needs to pay him the rest.

Business

Response:

Review: I purchased 3 years advanced home warranty for $900.00 on 5/23/13 and now they filed for bankruptcy.Desired Settlement: I would like a refund prorated for the remaining 2 years which is $600.00

Review: I purchased a home warranty from Colonial on 6/22/2013. Since then I have had three claims. I paid a fee of $55 for each contractor when they showed up at the house. None of the repairs were completed since Colonial uses incompetent, discredited or contractors with horrible reviews. Since I was not getting any benefit from a service that I purchased, I canceled my policy on 1/29/2014. Colonial will not provide an approximate prorated refund amount at the time I requested the cancelation. Yesterday I called Colonial and found out that no refund will be issued. The customer service representative said that claim charges were applied which brought the refund amount to zero. I stated that considering that I paid [redacted] fee for each claim and no repair work was performed, I do not understand the reason for the claim charges. The customer representative said that he has no access to the refund calculation and that I have to communicate with the corporate office via mail as they do not take calls. The fact that I cannot speak to someone with authority on this issue, makes it very difficult to resolve.

The bottom line is that I paid in advance $514 for the annual premium plus $165 in claim fees to contractors and got nothing for it. At leat I should get a prorated refund. Unfortunately my experience with Colonial has been very negative; from poor customer service to incompetent contractors and potential fraudulent business practices.Desired Settlement: Based on my calculation, Colonial owes me a refund of $324.79.

Business

Response:

March 6, 2014

Thank you for contacting Colonial Home Warranty regarding this

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

on 2013-06-04. This contract became active as of 2013-06-22. 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 1/29/2014

and was issued no 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

Review: I am writing you in response to my claim # [redacted] not being approved for repair and or replacement. I called on 12/26 to submit my oven claim and the appliance repair company (Authorized Appliance Repair, CO. LLC) came out and diagnosed the oven and found it had a bad temp sensor. They recommended the sensor be replaced, but per the error code the board may also need to be replaced. The claim was approved for the sensor to be replaced. On 1/7/14, the repair company (Authorized Appliance Repair, CO. LLC) came back out to replace, however the temperature was still not reading correctly. It was determined the board will indeed need to be replaced.

I spoke with a representative from Colonial on 1/7/14 as the repair company (Authorized Appliance Repair, CO. LLC) indicated they were awaiting approval. The Colonial agent indicated the claim was under review as Colonial was determining if the board was available to be replaced and if it would be more cost effective to recommend replacement. It was communicated I would know the decision by end of business 1/7/14.

On 1/8/14, I spoke to a very rude Colonial Claims representative that indicated my claim is secondary damage and my oven claim will not be paid. The appliance repair company (Authorized Appliance Repair, CO. LLC) indicated there is no way to confirm if one caused the other and that it is not secondary damage. However, if was communicated to me by the Colonial claims representative that Colonial Home warranty will not pay the claim to be fixed or replaced as “their corporate office looked at a diagram and determined it was secondary damage”. Colonial Warranty is going against the diagnosis the appliance repair company selected. Authorized Appliance Repair, CO. LLC are highly skilled professionals that are certified and bonded.

When I indicated I wanted to cancel my policy I was told with a chuckle, “I can cancel my warranty and will be refunded prorated with the time left, however a $50 charge will be added and I would have to pay Colonials costs for other claims they paid on in the past….seems odd since my entire warranty is not being funded. I will not renew in the future and will be writing your corporate office and will be reporting the company to the Revdex.com.

Reading in the contract it indicates:

“Colonial is NOT a service provider and is not performing any repairs or replacements itself.”

It is confusing on why you would go against the professional diagnosis of the company you selected that indicated this is not secondary damage. This was not secondary damage, they were both broke from the get go and the repair company indicated it is normal practice to replace the least expensive part first to see if it is fixes the issue and then replace additional if needed. In addition the contract says nothing about secondary damage under OVEN/RANGE/STOVE.

OVEN/RANGE/STOVE/COOKTOP (Gas or Electric; Built-in, Portable or Free Standing).

INCLUDED: All components and parts, except:

EXCLUDED: Clocks (unless they affect the cooking function of the unit) - Meat probe assemblies - Rotisseries - Exhaust systems - Downdraft ventilation systems - Racks - Handles - Knobs - Door seals – Hinges - Lighting and handles – Glass – Doors - Sensi-heat burners will only be replaced with standard burners.

When I spoke to a supervisor on 1/8, he was just as rude, sarcastic and unhelpful as the claims agent I spoke with on 1/8 at Colonial. When I indicated it was not secondary damage he said you can’t prove it, I indicated the repair company indicates there is no way to confirm if one caused the other he then indicated you can prove that it was or wasn’t and we say it was.

This is a warranty company scam to not pay claims! At this point I have been without a oven for over two weeks and no end in sight on when the warranty I paid for will fix it. This is unacceptable. I would ask for my claim to be re-reviewed, I have also enclosed the invoice from the repair company and their professional diagnosis.

I spoke with 4 different agents/supervisors at Colonial and they only repeated the same information over and over. They indicated if I wanted to appeal or have the claim re-reviewed I could write a letter to their Corporate office however there is no customer email or telephone to the corporate office to have this resolved quickly. I have written a letter and awaiting response.

I also have the invoice from " The appliance repair company (Authorized Appliance Repair, CO. LLC) where they indicate there is no way to confirm if one caused the other and that it is not secondary damage.Desired Settlement: Because I have been without an oven since 12/26/13 and Colonial has refused to fix or replace I have been forced to purchase a new oven through Best Buy for $799 plus tax and delivery. I would like this to be covered under the replacement clause in the contract as the Colonial agent had communicated they were looking to replace the day before the claim was denied due to the cost of the part and repair.

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 2012-07-26.

This contract became active as of 2012-08-26. 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:

13. Colonial

is not responsible for repairs or replacement related to inadequacy, lack of

capacity, lack of maintenance, improper installation, mismatched systems,

oversized systems, undersized systems, secondary damage, previous repair

or design, manufacturer’s defect, and any modification to the system or

appliance.

The sensor on the oven went bad which caused the control board to burn

out. Colonial's coverage is limited to the sensor repair which was authorized on

12/30/2013.

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 have a home warranty contract with this company for a house in Missouri. I have tried to contact them about getting some work done and they do not answer their phone.Desired Settlement: I want them to honor the contract that I have already paid for.

Review: This company is deceitful and very unprofessional. I purchased our warranty 8-27-12. We had no problems and never had to contact them with a claim until June 2013 when our upstairs AC stopped cooling. We turned the unit off and reported the problem to Colonial. They sent out a technician to check it out. On top of the service call fee we had to pay an additional fee to do a leak test. He reported his findings to Colonial and said they would contact us and let us know what they were going to do. It took almost 3 weeks before we heard a word from them. They then told me they needed 2 years worth of maint records which we provided. They denied the claim because the technician added a 1 lb of Freon to the unit the year prior claiming it was a preexisting condition. The technician the summer prior did a leak test themselves before adding the Freon (required by law) and said there were no leaks and it was probably because the unit was not fully charged a couple of years before when we had other repairs done to the unit. We have contacted our attorney who has sent Colonial certified letter requesting they make the repairs but no word from them yet. In order to proceed with out attorney representing us we will need to pay the legal fees which could turn out to be more than just repairing the unit. After reading all I can find on this company, I think consumers need to know how bad they truly are at standing behind their word. They try to find every loophole to get out of repairing everything. I have learned my lesson and will do research on the companies I choose in the future.Desired Settlement: I would like our unit repaired or replaced as this is the reason why we took out a warranty in the first place. The unit still remains turned off

Business

Response:

Review: I have a Home Warranty [redacted]. I called Customer Service repeatedly on 5/13/2014 to report water damage to my house. I kept receiving "the office is closed" message. I think this company dropped the ball.Desired Settlement: I want the company to cancel my policy and refund me the unused balance.

Review: paid for a whole year of service for my home warranty and Colonial Home Warranty suddenly closed their doors and took my money.Desired Settlement: to get my money refunded

Review: I have bought the 3 year home appliances warranty from this company. This is the 2nd time that they reject to provide the services for the broken appliances at my house.

First time it was a part for Microwave Oven. The appliance needed a part to get replaced by the Colonial refuse to provide it and their excuse is that the oven attached to the microwave is under a warranty for a isolation part around the oven.

This time the heater system part need to be replaced. They send a technician, to diagnose the issue. But when the technician called to get approval for the part that needs to be replaced the Colonial told him that the part is not covered by the warranty.Desired Settlement: I bought home warranty from Colonial to have a piece of mind when my home appliances need repair and services. I like them to honor their contract and fix the Microwave Oven and the Heater system and repair and fix the future issues if that happens

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: Heating

Thank you for contacting Colonial Home Warranty regarding this

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

on 2012-07-16.

This contract became active as of 2012-08-16. Upon purchase Colonial emailed a confirmation of the purchase and

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

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

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

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

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

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

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

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

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

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.

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: We purchased this home warranty policy waited the 30 day waiting period to file a claim. Our garbage disposal went out and. We call on the 16th of December to file a claim. We were advised by the company that a local contractor would call is to setup a service call but that never happened. We called back several times to inquire about the status and were advised we would receive a call back and it never happened. They are not providing the service they are selling.Desired Settlement: We want our money back!

Business

Response:

January 10, 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: Garbage Disposal

Thank you for contacting Colonial Home Warranty regarding this

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

on 2013-10-25.

This contract became active as of 2013-11-25. 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.

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

At this point since the account is cancelled there is nothing further

we can do to assist with this claim.

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Review: Purchased 3 policies with Colonial Home Warranty who has failed to fix any items that were called. Doesn't return emails or telephone calls.

In addition, the web site states that the company does not work in Nevada; however, sold three policies in Nevada (fraud).Desired Settlement: $3060.00 the cost of the policies for 3 homes all located in Nevada. Have called several times and nobody answers the phone. Requested refund, company failed to return calls.

Review: On Oct. 2 our fridge went out, I called got a contractor out on the 4th he determined it was a board in the fridge. I have to then make a call to the warranty place to see what is going on. Due to the call coming from a manager I had to leave a message. This was around the 10th. I spoke to a manager after that again and was told that colonial will either fix it or replace it once they decide what the cost will be. On the 19th I call again as someone called and spoke to my husband stating they will not fix the item as it is a manufacturer defect. I called and was told the same thing but that Frigidaire will ship the parts to me for free and I have to pay for labor. So I called Frigidaire and was told by two different reps. that the part is not a defect, but since my husband called them on the 18th they are willing to assist us and send us the part for free this one time. The problem here is that my husband never made that call he was driving home from NV for work. So someone from Colonial called them and acted like my husband to get them to send parts. This warranty doesn't cover anything is what I found out. They make fraudulent calls to get parts and then determine that is a manufacturer defect and won't fix anything. The person I spoke with today at Colonial says that their board can decide if a part is a defect and decide if they will cover it or not. The board isn't the manufacturer so how can they decide it is a defect. They feel since the frige is 2 years old it is a lemon and they won't cover it. When I bought this policy I was promised the world that everything is covered no matter what I even told the man about the fridge. But when it came time to fix it they won't cover it and will repeat that it is a manufacturer defect, even after I confirmed with Frigidaire.Desired Settlement: I now have to pay to get the parts in and feel colonial should have to cover that cost, along with the mini fridge I had to buy since it is now the 23rd and I still don't have a fridge, I made the first call on the 2nd. The food we had to throw away after we realized that they won't be coming out within a week to fix it. We put items in a cooler and bought ice since the tech. said it would only be a couple of days. Mostly we just want a refund for the labor we now have to pay to get this fixed as it should have been done by colonial in the first place. I would also like to know why they would make fraudulent calls to the manufacturer acting like they are the customers.

Business

Response:

October 28, 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

Thank you for contacting Colonial Home Warranty regarding this

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

on 2013-03-05.

This contract became active as of 2013-04-05. 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 Kitchen Refrigerator 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 s not responsible for repairs or replacement related to inadequacy, lack of

capacity, lack of maintenance, improper installation, mismatched systems,

oversized systems, undersized systems, secondary damage, previous repair or

design, manufacturer’s defect, and any modification to the system or appliance.

The manufacturer was willing to provide the part free of charge since

a board should not go out in such a short time frame, certainly if it was the second

time it needed to be replaced for a fairly new refrigerator.

At this point the contract

was canceled per the customer request per the terms. There is no further coverage

on this account.

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: