Colonial Home Warranty

Review: I PURCHASED A HOME WARRANTY BACK IN JULY OF 2013 FROM COLONIAL HOME WARRANTY ACCT# 31565534 FOR $52.00 A MONTH WICH THEY CHARGE ON MY CREDIT CARD EACH MONTH. I FINALLY NEED THEM TO FIX MY DISHWASHER SO I FILE A CLAIM ON LINE. I HAVE NOT HEARD BACK FROM THEM, SO I TRIED TO GET THEM ON THE PHONE, MORNING AND EVENING HOURS AT 877 313 0001 AND THERE 24 HR. # 1-877-808-0009 AND IT ALWAYS SAY'S THERE OFFICE IS CLOSED. I TRY THEM ON LINE NOW AND THERE SYSTEM IS DOWN. I CHECKED SOME REVIEWS ON LINE AND NOT ONE POSITIVE REVIEW CAME BACK ALL 1 STAR. I PUT A BLOCK ON MY CARD SO THEY CAN NO LONGER CHARGE ME BUT I'M OUT 468.00.Desired Settlement: 468.00

Review: I contacted Colonial in regards to my my garage door opener on July 1, 2013. First they told me to find my own contractor I didn't have the money at the time so it took me a while to contact a contractor. I finally contacted [redacted]r and technician named [redacted]ame outon September 17, 2013 and informed me that I need to replace the garage door opener that it was obsolete and it was causing problems with the rails and other parts and that they didn't make these door openers any longer. So while he was here we called colonial he told them the exact same thing. I don't know rather they wrote it down wrong or misunderstood what [redacted] was saying but on August 18, 2013 they said they would not replace it because he said it was the rail messed up not the garage opener itself. [redacted] called back several times trying to explain to them that it is the garage door opener causing the problems until they finally told [redacted] they couldn't talk to him about it only me. When I called them back they told me a whole different story. I then told them to hold on while I added [redacted] to the call once [redacted] was on the phone they immediately hung up in our face. I called back again asking to speak with a supervisor they would never let me speak to a supervisor just keep telling me it was not covered and once a decision was made they could not over turn it that I would have to contact the corporate office. I asked for the number they told me I could only write a letter or email them. When I asked them why did they hang up on me and [redacted] they simply said they are not allowed to take conference calls. So instead of notifying me of this they just hung up on me.Desired Settlement: replace garage door opener

Business

Response:

September 23, 2013

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Type of Claim: Garage Door Opener

Thank you for contacting Colonial Home Warranty regarding this

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

on 2012-09-28.

This contract became active as of 2012-10-29. Upon purchase Colonial emailed a confirmation of the purchase and

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

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

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

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

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

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

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

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

This letter is to

confirm that Claim# [redacted] filed for Garage Door Opener 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:

4. GARAGE

DOOR OPENER

INCLUDED:

All components and parts, except:

EXCLUDED:

Garage doors - Hinges - Springs - Sensors - Chains – Travelers - Tracks -

Rollers - Remote receiving and/or transmitting devices.

Colonial

will pay no more than $250 per annual coverage period for access, diagnosis and

repair and/or replacement.

The customer's contractor stated on two occasions that the issue is

with the rails which is considered part of the track and not the unit itself. The

contractor confirmed the diagnosis and stated the rail needs to be replaced. The

contractor later stated that the rail is no longer available and thus the entire

unit needs to be changed out but since the issue was with the rail and not the motor

itself this would not be covered.

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

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

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

XI.

CANCELLATION

This coverage shall be non-cancelable by Colonial unless:

1.You fail to pay fees;

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

was already in need of repair before

your coverage start date;

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

sale does not occur.

This coverage is cancelable by you on the following conditions:

4. If you

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

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

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

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

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

check to the original purchaser.

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

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

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

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

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

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

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

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

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Review: On June 30, 2014 - I called Colonial Home Warranty because we are having problems with our a/c, to find out they are out of business. We paid for 3 years service.Desired Settlement: We paid for 3 years service, we are due a refund, for unused portion.

Review: Colonial Home Warranty refuse to replace the Air Conditioner at my home, stateing that the unit was mismatch. I had two other heating and air companies look at the unit and stated that the unit was not mismatched. Colonial Home Warranty refuse to replace the unit as stated in the contract I bought from them.Desired Settlement: I had the unit replace By [redacted] at a cost of $5069. I would like a refund of this amount from Colonial Home Warranty.

Business

Response:

Review: I have been trying to contact the company to file a complaint without success. When I call, the answer machine indicates that The office is closed without any more information. I paid for three years of services already. I have a claim to make and I can't even reach the company.Desired Settlement: Customers deserve an explanation for the failure to reach the company. The company should be investigated. Return the money back to customers.

Review: I purchased a 12 month home warranty in late February 2014. Policy has a 30 day waiting period. My policy was to go into effect on March 20, 2014. A couple weeks later, I tried to reach the company, to answer some questions, but was unable to get through. On March 18, a message appeared on their website that the company has ceased operations, and filed for bankruptcy!! My policy never even went into effect, and now they are gone? I want my $348.50 back!! There is no way they didnt know they were going out of business when they took my money,and had no intention of honoring the contract- and that is fraud!! They should not be able to hide behind bankruptcy protection!!Desired Settlement: Full refund of my $348.50

Review: I have a home warranty plan with Colonial Home Warranty and submitted a claim because my washing machine was putting something black on my clothes. At first I just thought we had left a pen in the clothes but later when I washed again it was something that the washer was doing. I submitted a claim and waited a week or two and finally called the repairman. He had not found the report but finally did. The repair man came to my house after about a week and half and decided that it was a bering that needed to be replaced. Today I was informed by Colonial that they would not honor the contract because I had not called them within 24 hours after I first discovered the problem. They said it is in the contract and indeed it is but not clearly announced.. I was not sure what had happened so I wasn't sure to call them. It is so unfair to use their contract fine print to cheat me. I feel scammed...and disrespected. I paid the contractor $65 and the company said they would give me a buy out of the claim for $35....I wonder what else in their contract I have to be aware of...I do not trust this company and want to cancel my contract. I have paid $556.37 for this poor service and want my money back.Desired Settlement: I want them to fix my washer and not cheat by using the 24 hours claim on me....That is not fair. If they aren't going to fix it I want my contract money $556.37 back...This was my first claim.

Business

Response:

December 12, 2013

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID

Policy #: [redacted]

Coverage Address: [redacted]

Claim #: [redacted]

Type of Claim: Clothes Washer

Thank you for contacting Colonial Home Warranty regarding this

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

on 2013-06-25.

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

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

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

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

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

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

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

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

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

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

XPD

Warranty Group, Inc. must be notified by either you or your agent (or tenant)

within 24 hours of a problem being discovered in order for work to be covered.

XPD Warranty Group, Inc. accepts calls 24 hours a day, 7 days a week, year

round at [redacted]. XPD Warranty Group, Inc. must receive notice of any

malfunction prior to the end of the coverage period.

The problem started a week prior to the claim being filed. The customer

was granted as a courtesy the balance of the pre-authorization limit which was $35.

The claim should not be covered per the terms.

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: In September of 2012 I purchased a 5 year policy with colonial. I recently filed for service on my 5 year old GE range. After paying the 45.00 fee I waited 3 weeks to hear from them. They approved my claim then told me I would have to pay 147.00 more dollars for the repairs . I asked that they give me a breakdown of what they were covering and was told they could not do this and that it would have to go back to corporate for approval. 2 days later I received a call from the same man who had called before and told me he could not give me a breakdown at 5:59 PM and when I called back at 6:10 after I heard the message they were closed. The supervisor I spoke to was rude and condescending. I have a legal background and own my own business so I know my rights and what good customer service is.. All I want is my stove fixed. as far as I know I am paying for the whole thing because they will not give me the breakdown of what they will cover.

Business

Response:

September 16, 2013

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: [redacted]

Coverage Address: [redacted]

Claim #: [redacted]

Type of Claim: 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 2012-08-20. This contract became active as of 2012-09-14. Upon purchase Colonial emailed a confirmation of the purchase and summary of coverage to the customer. Colonial also mailed a hard copy of the full terms to the mailing address on file for the customer to review. Colonial gives our customers 30 days from purchase to review the terms of coverage and allows a customer to cancel for a full refund if not satisfied for any reason. Colonial requires our customers to review the terms and accept them online to activate the policy prior to filing claims. Our records indicate that this account has been activated with the full terms of coverage agreed to online from IP Address [redacted] Our full terms are also available online at www.colonialhomewarranty.com/homeowners/user-agreement for anyone to review.

This letter is to confirm that Claim# [redacted] filed for Range Oven or Cooktop is covered under the home warranty contract with Colonial Home Warranty. The only component of this repair not covered is the replacement of the light fixture. Please refer to the Section and Item No. listed below for specific verbiage:

4. 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.

We do apologize but after review of this claim Colonial realized that an incorrect part number caused the authorization department to overestimate the cost of the non-covered components of this claim. Colonial is authorizing the replacement of the burner, control board, a switch and associated labor. The customer just needs to pay for the cost of the light socket and the $45 service fee which was already paid. The light socket is a fairly inexpensive component and a nominal cost as compared to the overall repair. The customer can contact the service vendor to schedule the repair and to inquire into the cost of the part. Colonial will be contacting both the customer and service vendor today 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:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I bought the home warranty best package they offered and was told all about everything that would be covered. Even got a letter confirming it.

Colony did not mail or notify me of all their Fine Prints in the clauses.

I fell that they purposely mislead the consumers to believe that the home warranty would cover most of the appliances. And Colony also do not tell you upfront please check and read the fine prints before purchasing policy. If they had I would have never bought this policy because it is worthless.

Sale tactic is deceitful and they do not provide all the information right upfront when I purchased this policy. I bought the policy in July 2012 and the declaration for the policy did not get to me till November 2012. 4 months laterDesired Settlement: We paid for the repair on our air-conditioning unit for 1,600 and I want the reimbursement for that.

Also I want everyone to be aware of all home owner policies.

They do not cover what they claim they will.

Business

Response:

September 16, 2013

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: [redacted]

Policy #: [redacted]

Claim #: [redacted]

Type of Claim: Air Conditioning

Thank you for contacting Colonial Home Warranty regarding this coverage. Our records indicate that the coverage on this account was purchased on 2012-06-04. This contract became active as of 2012-07-05. 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 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:

Section VI, Item No. 1 (i) of the contract states: 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,

Section VI, Item No. 9 of the contract states: Colonial is not liable for repair or replacement of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, physical damage, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.

The unit was leaking due to rust which is excluded per the terms above.

Should the customer have any questions they can feel free to contact our Claims department at 877-313-0001 or email [email protected].

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

XI. CANCELLATION

This coverage shall be non-cancelable by Colonial unless:

1.You fail to pay fees;

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

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

This coverage is cancelable by you on the following conditions:

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

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

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Business

Response:

September 16, 2013

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID [redacted]

Policy #: [redacted]

Coverage Address: [redacted]

Claim #: [redacted]

Type of Claim: Air Conditioning

Colonial's system tracks all activity. The account was purchased on

6/4/2012. The terms were agreed to electronically on 6/5/2012 from IP address 69.151.151.230

using the link in the email sent on 6/4/2012. The email was sent to [redacted]

The paperwork was generated and mailed on 6/7/2012 to the covered property address.

The customer called on 11/28/2012 and requested a new email be sent out when we

did. This is the email the customer attached to the complaint, this was the replacement

email not the original sent on 6/4/2012.

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Review: On 2-25-14 Colonial Home Warranty representative called for us to renew our contract. There was no mention of an impending bankruptcy. O 3-17-14 the company filed. Their case number is [redacted]s there a way for us to get our money refunded?Desired Settlement: We would like our money refunded.

Review: I purchased a home warranty from Colonial Home Warranty on 08/23/12 for a total of $840 for a property located at [redacted]. This was a three year, four month warranty. On 12/13/13, I made a claim for a broken furnace. This was also the date I closed on the sale of this property to another individual. The sale closed and the warranty company sent out their repairman on 12/16/13. I reimbursed the new owners of the property the $45 service call fee. On 12/16/13, the repairman sent by the warranty company determined that the furnace was not repairable. It had a bad heat exchanger and a broken middle burner. This is a 25+ year old furnace. According to the repair person, the lifespan of furnaces are roughly 20 years and the repairs to this furnace would have cost more than the price of a replacement.On 12/16/13 the home warranty company denied the claim, indicating that the 25+ year old furnace showed signs of rust, therefore they were not going to pay any money for its repair or replacement. They indicated to the new owners of the property that they could appeal the denial in writing but they have 30 days to respond to any appeal. Since this was December and they were without a working furnace, we paid $1900 to have the furnace replaced. Colonial was contacted again on 12/17/13 to discuss the claim and again advised they would not pay anything.This furnace was over 24 years old when the warranty was initiated and it worked perfectly fine under their policy for over one year (so there were no pre-existing issues). Nowhere in their terms and conditions do they exclude old appliances and they took my money in 08/12, for a warranty that included a furnace.I would like a reimbursement from them for the cost of the new furnace ($1900) and for the $45 service call fee. I feel that there were no circumstances in which they would cover the repair or replacement of this furnace and they are not acting in good faith.Desired Settlement: I would like a reimbursement for the cost of the new furnace ($1900) and a refund for the $45 service fee I had to pay.

Business

Response:

January 13, 2014

Revdex.com of Delaware

60 Reeds Way

New Castle, DE 19720

Re: Revdex.com ID 9859494

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 2012-08-23.

This contract became active as of 2012-09-08. Upon purchase Colonial emailed a confirmation of the purchase and

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

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

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

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

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

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

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

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

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

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

verbiage:

1. The following are not covered:

(i) malfunction

or improper operation due to rust or corrosion of all systems (including:

plumbing systems, heating systems, electrical systems, built in wall units,

water heaters, or heat pumps) and/or air conditioning systems/coolers or

pools/spas, and appliances,

(ii)

collapsed ductwork,

(iii)

known or unknown pre-existing conditions.

14. Colonial

will not pay for repairs or failures if you fail to perform normal or routine

maintenance. For example, you are responsible for providing maintenance and

cleaning pursuant to manufacturers’ specifications, such as periodic cleaning

of heating and air conditioning systems, evaporator coils and condenser coils,

as well as periodic filter replacement.

Colonial reserves the right to request copies of your maintenance

records. Colonial reserves the right to deny coverage due to your failure to

produce maintenance records. If a system or appliance is found to be

non-maintained at the time of diagnosis that system or appliance will not be

covered.

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 filed a claim with Colonial Home Warranty on my washer (in a rental property) on August 22nd. The contractor was sent to the home on August 28th and placed an order for the part that needed to be replaced. When I called Colonial Home Warranty on September 11th they claimed that they need to verify the model and serial number of the washer before they could send the part. I contacted the contractor to see why he never sent that information to them and he claimed that they never contacted him after he sent in the order. Colonial refused to contact the contractor to get the information. COlonial finally got the information on 9/16 and then the "claims system went down" on 9/17 and no one would return my call. On 9/23 colonial now claims that they need a part number before they can ship the part.

In the meantime I have a tenant who has not had a washing machine for over a month now. I am having to pay for all of their laundromat bills since they have no washer. I have already spent over $100, and if I had known that this would be the case I would have :

#1 never signed up with Colonial

#2 never filed a claim

#3 bought a new washing machine This company has no regard for customer satisfaction or sense of responsibility for following up on a claim that they should be taking care ofDesired Settlement: I would like Colonial to pay to get this repair finished and also to reimburse me for having to pay for all of the laundromat bills that I have paid due to their lack of timeliness in response and for dragging their feet through this whole repair.

Business

Response:

October 9, 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 2010-09-01.

This contract became active as of 2010-09-02. Upon purchase Colonial emailed a confirmation of the purchase and

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

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

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

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

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

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

with Colonial Home Warranty. Colonial records indicate that the claim has been approved,

parts have been ordered and shipped and the contractor was given approval for the

repair. There was a delay in confirming the model and serial number of this unit

to ensure the correct parts were ordered. There was also a delay in stock on one

of the parts. We do apologize that this claim took longer than normal to complete.

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

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

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Review: I purchased a one year ($398) home warranty with Colonial Home Warranty. My annual contract/period covered for: 10/12/13 to 12/10/14. Today (11/28/14) I tried to place a work order/schedule their services as my refrigerator is acting up. To my surprise their website (www.colonialhomewarranty.com) and their phone number (1.877.808.0009) are NOT in service.Desired Settlement: Obtain refund on annual warranty, as company cannot fulfilled their contract obligation.

Review: I purchased a home warranty from Colonial Home Warranty in January and tried to call them this week...they have shut their doors and have taken $350.00 of my money that was for a policy till January 2015.Desired Settlement: want a refund

Review: I contacted Colonial Home Warranty in late June 2013 and reported (Claim [redacted]) that the oven/broiler for my stove was not lighting. The stove is a 1950's Wedgewood - a beautiful classic model. On 7/2/13 they sent a technician to look at it. His invoice indicates that the oven needs a new thermostat assembly and describes the stove as "normal wear, fair condition, 50's - DOM". On 7/8/13 I received a phone call from Colonial to resolve the claim. They indicated that they would provide a "buy out" of only $35.00 because the parts required were "out of stock." Clearly, that amount would neither "repair or replace" my stove - as provided in the warranty contract. I spent several phone calls trying to resolve this, but was unable to reach anyone willing to consider other options. On July 15 I sent an email to what I hope is the corporate offices [redacted]) asking that they resolve the matter. I have not heard from them - not even if they have received my complaint. At this point, my oven has been unavailable to us for nearly a month and I am afraid to either have it repaired independently or to replace for fear I'll receive no settlement at all from the warranty. I am hoping that Revdex.com can expedite my claim and we can resolve this soon.Desired Settlement: We have a local appliance firm that can repair the stove for about $500. I would like that much as a settlement for me to use to repair or replace the stove. Most importantly, I would like this to be resolved quickly so that we are once again able to use the oven since it has been out of service for nearly a month.

Business

Response:

Review: We purchased a home warranty from Colonial last year. In mid June or this year the AC unit stopped working. We called Colonial warranty. They gave us the name of a repair company [redacted])He in turn called the warranty company after checking the unit and stated it needed to be replaced due to a bad compressor. Colonial called us and stated, they would not repair or replace the unit because it was a 2 ton unit and it should be a 2 1/2 ton unit. We have documentation of the unit that was in the house prior to us purchasing this home in 2011/ It passed the Home inspection without any problems. This is the same unit in this house when we purchased the home warranty. We had a new unit installed in this house at our own expense, because the warranty company refused to honor their contract!!! They refused to honor their contract.Desired Settlement: reimbursement for the unit we had installed

Business

Response:

Review: I requested service under a home warranty. The home warran ty repair contractor has been trying to get repair authorization from home warranty company. NO RESPONSE to contractor's calls for more than 7 days.Desired Settlement: Authorization to contractor to repair covered item, or payment to contractor for part to be ordered.

Review: This warranty company is a complete joke, when I purchased this home warranty the pone salesman specifically said if the item is on the list it is fully covered no questions ask, just like the ahs warranty I had prior. He went on to tell me that this warranty has the highest satisfaction rating in the industry. When I asked about a few complaints I saw online he told me every company is going to have a few unhappy customers, but if I buy today and at any time was unhappy with the service I could cancel with no fee, and if I had no claims I could have a full refund! All lies I find out later, just to get be to "buy today" fails to cover a simple garage door motor because I did not keep maintenance records on it. Who keeps garage door opener records. There failure to provide any kind of service in this issue is unacceptable. After asking to cancel the cancellation dept was closed, asked to talk with a supervisor and I was hung up on. I have a good feeling that this warranty cover very little of anything. I would Iike a full refund.Desired Settlement: I would like a full refund. Or no cancellation fee. Opened warranty in nov. 1st attempted claim denied

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: Garage Door Opener

Thank you for contacting Colonial Home Warranty regarding this

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

on 2013-11-13.

This contract became active as of 2013-12-14. Upon purchase Colonial emailed a confirmation of the purchase and

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

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

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

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

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

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

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

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

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

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

listed below for specific verbiage:

14. Colonial

will not pay for repairs or failures if you fail to perform normal or routine

maintenance. For example, you are responsible for providing maintenance and

cleaning pursuant to manufacturers’ specifications, such as periodic cleaning

of heating and air conditioning systems, evaporator coils and condenser coils,

as well as periodic filter replacement.

Colonial reserves the right to request copies of your maintenance records.

Colonial reserves the right to deny coverage due to your failure to produce

maintenance records. If a system or appliance is found to be non-maintained at

the time of diagnosis that system or appliance will not be covered.

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

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

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

XI.

CANCELLATION

This coverage shall be non-cancelable by Colonial unless:

1.You fail to pay fees;

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

was already in need of repair before

your coverage start date;

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

sale does not occur.

This coverage is cancelable by you on the following conditions:

4. If you

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

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

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

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

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

check to the original purchaser.

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

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

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

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

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

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

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

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

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Review: I am following up on an outstanding reimbursement amount due to me as long as the policy is in effect. I was told 18 months ago that I would receive an amount well below what I would normally would have received if Colonial could have found a repair service. After 2 months I had to do pay a service company due to their incompetencies, and I am out $100.00 plus dollars. It normally would have cost me $45.00. My policy is up the end of this month and I called for my money. The amount now is $.66.00, 1/2 of the original amount. The total service cost for me was $225.00. I am very frustrated with this company and will never renew or recommend them to anyone

They have no integrity.Desired Settlement: Public Awareness about this company in hopes of deterring prospective customers from signing up and eventually going out of business.

Thank You

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: Air Conditioning

Thank you for contacting Colonial Home Warranty regarding this

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

on 2011-07-19.

This contract became active as of 2011-08-19. Upon purchase Colonial emailed a confirmation of the purchase and

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

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

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

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

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

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

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

listed below for specific verbiage:

14. Colonial

will not pay for repairs or failures if you fail to perform normal or routine

maintenance. For example, you are responsible for providing maintenance and

cleaning pursuant to manufacturers’ specifications, such as periodic cleaning

of heating and air conditioning systems, evaporator coils and condenser coils,

as well as periodic filter replacement.

Colonial reserves the right to request copies of your maintenance

records. Colonial reserves the right to deny coverage due to your failure to

produce maintenance records. If a system or appliance is found to be

non-maintained at the time of diagnosis that system or appliance will not be

covered.

Colonial records indicate that a prior claim was covered and approved

per the terms.

Sincerely,

Colonial Home Warranty

Consumer Complaints Department

Review: I called Colonial to submit a claim for a refrigerator that went out. They process the claim and referred it to a vendor. The vendor was not able to make the repair until several days later. When I advised this to Colonial that medication needed to be refrigerated they advised I could locate a vendor and I would be reimbursed for the repair. Since I submitted the receipt and followed all instructions they have not processed my reimbursement. Every call to question status is a new excuse as to why it’s hasn’t been processed. I am tired of dealing with a corporation with a incompetent employees. This claim needs to be reimburseDesired Settlement: Reimbursment

Business

Response:

December 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

Thank you for contacting Colonial Home Warranty regarding this

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

on 2013-04-15.

This contract became active as of 2013-05-16. 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 Kitchen Refrigerator is pending coverage under the home warranty

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

listed below for specific verbiage:

D. You

will be required to pay an $55 service call fee for each item to be diagnosed

by a service provider, or the actual cost, whichever is less. The service fee

is for each item to be diagnosed by a service provider approved by Colonial,

and is payable to the Colonial approved service provider at the time of each

visit. The service fee will apply to

each call, including those calls where coverage is denied. The service fee is

also payable by you if you fail to be present at a scheduled time or if you

cancel a service call while a service provider is in route to your location or

at your location. Any failure to pay the

service fee will result in suspension and cancellation of coverage until such

time that the proper service fee is paid, at which time coverage may be

reinstated; however the coverage period will not be extended.

The customer failed to pay a service fee on claim 2169231 and was notified

numerous times of this fact. Unfortunately this claim will remain on hold until

the past due payment is satisfied. The customer was informed of this and as of today

has not satisfied the past due service call payment.

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: