Heritage Home Warranty Company

Regarding the service request for the washer/dryer; on behalf of Heritage Home Warranty Co(HHWC) and its employees, please extend our sincere apologies for the circumstances outlined in Mr***'s letter.I have reviewed Mr***'s file and have found that the original Independent Network Service Provider that was selected for the diagnostic agreed to accept the call but could not make it to the property in a timely mannerThe client was given the option to complete the repairs on his own for a cash reimbursementThe client agreed to proceed with the claim in this way and requested the proper email address in order to submit his invoiceAlmost two months later the client changed his mind and contacted HHWC stating that he now did not want to proceed with the claim on a reimbursement basis and wanted HHWC to dispatch a vendor He then filed his complaint to the Revdex.com.A service provider has been dispatched to Mr***'s property and has provided us with the diagnosticHis claim is in review in order to determine coverage and the client will be contacted shortly in order to resolve the claim.HHWC appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides HHWC the opportunity to improve the service we provide to our customers

We are in receipt of your mailed customer concern" Please note a copy of the envelope received Your notice did not arrive to Heritage Home Warranty until 06/02/2015.A review has been completed regarding [redacted] ***'s plu.mbing claim at [redacted] This claim has been approved and a water heater has beenpurchased and is ready for pickup at the local Lowe's store The plumber selected for the installation however, is being denied entry to the home by the client, [redacted] ***.There are two ways in which we can proceed [redacted] allows the plumber of Heritage's choice into the home for the water heater replacement, or we will forward a pickup number to [redacted] ***'s plumber, so he can have his plumber pick up the water heater for the installationIf MrEllis decides to use his plumber for the installation rather than the one Heritage has chosen; Heritage Home Warranty will only reimburse the client what it would have cost Heritage Home Warranty to complete the installation.We have asked [redacted] to hold the water heater for one more week before returning the water heater and refunding Heritage Home WarrantyWe look forward to hearing from Mr [redacted] with regard to how he wishes to proceed

Regarding the service request for the washer/dryer; on behalf of Heritage Home Warranty Co. (HHWC) and its employees, please extend our sincere apologies for the circumstances outlined in Mr. [redacted]'s letter.I have reviewed Mr. [redacted]'s file and have found that the original Independent Network Service...

Provider that was selected for the diagnostic agreed to accept the call but could not make it to the property in a timely manner. The client was given the option to complete the repairs on his own for a cash reimbursement. The client agreed to proceed with the claim in this way and requested the proper email address in order to submit his invoice. Almost two months later the client changed his mind and contacted HHWC stating that he now did not want to proceed with the claim on a reimbursement basis and wanted HHWC to dispatch a vendor.  He then filed his complaint to the Revdex.com.A service provider has been dispatched to Mr. [redacted]'s property and has provided us with the diagnostic. His claim is in review in order to determine coverage and the client will be contacted shortly in order to resolve the claim.HHWC appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides HHWC the opportunity to improve the service we provide to our customers.

Regarding the service request for the washer/dryer; on behalf of Heritage Home Warranty Co. (HHWC) and its employees, please extend our sincere apologies for the circumstances outlined in Mr. [redacted]'s letter.I have reviewed Mr. [redacted]'s file and have found that the original Independent Network...

Service Provider that was selected for the diagnostic agreed to accept the call but could not make it to the property in a timely manner. The client was given the option to complete the repairs on his own for a cash reimbursement. The client agreed to proceed with the claim in this way and requested the proper email address in order to submit his invoice. Almost two months later the client changed his mind and contacted HHWC stating that he now did not want to proceed with the claim on a reimbursement basis and wanted HHWC to dispatch a vendor.  He then filed his complaint to the Revdex.com.A service provider has been dispatched to Mr. [redacted]'s property and has provided us with the diagnostic. His claim is in review in order to determine coverage and the client will be contacted shortly in order to resolve the claim.HHWC appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides HHWC the opportunity to improve the service we provide to our customers.

We are in receipt of your mailed customer concern".   Please note a copy of the envelope received.  Your notice did not arrive to Heritage Home Warranty until 06/02/2015.A review has been completed regarding [redacted]'s plu.mbing claim at [redacted]. This claim has been...

approved and a water heater has beenpurchased and is ready for pickup at the local Lowe's store.  The plumber selected for the installation however, is being denied entry to the home by the client, [redacted].There are two ways in which we can proceed. [redacted] allows the plumber of Heritage's choice into the home for the water heater replacement, or we will forward a pickup number to [redacted]'s plumber, so he can have his plumber pick up the water heater for the installation. If Mr. Ellis decides to use his plumber for the installation rather than the one Heritage has chosen; Heritage Home Warranty will only reimburse the client what it would have cost Heritage Home Warranty to complete the installation.We have asked [redacted] to hold the water heater for one more week before returning the water heater and refunding Heritage Home Warranty. We look forward to hearing from Mr. [redacted] with regard to how he wishes to proceed

Review: Heritage is refusing to acknowledge a legitimate claim under the home warranty purchased. After receiving the runaround from this company a plumber was finally dispatched to inspect the water heater claim and it was determined that the 19 year old water heater is defective beyond repair and is in need of replacement. The service call fee was paid for the visit and a repair time was set. However nothing ever happened because Heritage Home Warranty refuses to work with this plumber for reasons that they refused to disclose. I was contacted by this plumber after he became concerned that he did not hear back from the warranty company on the repairs and was not aware of them refusing to allow them to handle the repairs. The plumbing co. further informed me of the same issue that I had with Heritage Home Warranty from the start of first contact on 04/16 and that is that the company seems to actively try to find a way to deny the claim even though out of the plumbers 15 years experience the water heater is clearly defective. Nearly two weeks later the claim still has not been resolved and no one seems to be able to offer any clear answers as to why. I was told by Heritage after several follow up calls that they will tell the new plumber what water heater to pick up and install except when I called the new plumber I was told that he would not be able to do the repair without an additional service call first. It is unacceptable that after two weeks the claim still has not been resolved and it is unacceptable for me to allow a different plumber into my home for an additional service call on this 19 year old water heater especially after hearing from the first plumbing company as well as experiencing myself that Heritage seem to try harder at finding a way to deny t he claim. The premium for the warranty has been paid in full as well as the service call fee paid to the first plumber yet Heritage is not holding up their end of the agreement. the original plumber need to come out to complete repair.Desired Settlement: The original plumber that was dispatched by Heritage need to complete the repairs as I do not trust any other person or company entering my home for reasons described earlier. Either this, or refund of premium paid for Home Warranty. The delay in service is surprising and unacceptable especially after Heritage has been paid their full premium for the warranty and the plumber his service call fee

Business

Response:

We are in receipt of your mailed customer concern". Please note a copy of the envelope received. Your notice did not arrive to Heritage Home Warranty until 06/02/2015.A review has been completed regarding [redacted]'s plu.mbing claim at [redacted]. This claim has been approved and a water heater has beenpurchased and is ready for pickup at the local Lowe's store. The plumber selected for the installation however, is being denied entry to the home by the client, [redacted].There are two ways in which we can proceed. [redacted] allows the plumber of Heritage's choice into the home for the water heater replacement, or we will forward a pickup number to [redacted]'s plumber, so he can have his plumber pick up the water heater for the installation. If Mr. Ellis decides to use his plumber for the installation rather than the one Heritage has chosen; Heritage Home Warranty will only reimburse the client what it would have cost Heritage Home Warranty to complete the installation.We have asked [redacted] to hold the water heater for one more week before returning the water heater and refunding Heritage Home Warranty. We look forward to hearing from Mr. [redacted] with regard to how he wishes to proceed

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.

Regards.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[This email is to continue a complaint against Heritage Home warranty company. After accepting the resolution proposed in the complaint I'm still getting the runaround from Heritage Home Warranty. The company was contacted by me about a week after the resolution was proposed by them. These are the steps that take place when attempting to resolve the issue:1) I call the company who gets aggressive and tell me that they are unable to contact me.2) I respond that I have not been contacted by anyone. 3) they say that I have to contact the repairman for a second opinion.4) I respond that I've already paid someone sent by the company to diagnose the issue and that's not what is indicated in their written resolution.5) I'm transferred to someone who then says that the repairman just has to come out to see what tools he would need to complete the job.6) I comply and call the technician who tells me on several occasions that he will call me back and never does. 7) I contact the warranty company who then says that the repairman says that he's repeatedly tried to contact me and couldn't. Every time I call, the warranty company twists my words and acts as if they do not ever intend to honor the written agreement.This message was sent to the Revdex.com on the 16th. Afterward I received a call from the warranty company again making false claims and it ended with them saying that they weren't going to send anyone out. I want Heritage to honor the claim and follow through on their end of the agreement and send a check out for the cost of the water heater and the cost of the installation.

Regards,

Business

Response:

[redacted],We received your letter dated 6/26/15 as of today, 7/8/15. We had previously asked that Mr. [redacted] change his water beater on his own, using his own choice of vendor, and that we would reimburse him per the terms of the warranty contract. It's obvious he did not want to do that.So, please refer to the initial Revdex.com letter from Mr. [redacted], under desired settlement. Init he requests "The original plumber_ _ _ or refund of premium paid for home warranty." We chose to refund his full premium. The funds were already sent to him inthe form of a cashier's check, and he no longer has an active warranty. At this point we consider this case closed, and we have honored Mr.[redacted]' desired settlement