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Reviews HomeLife Warranty Protection

HomeLife Warranty Protection Reviews (42)

January 5, 2018 Please do not use this company On 03/2016 I bought the best plan to cover all my appliances in my home. I was paying monthly payments of $ 47.00. On 01/03/2018 My refrigerator went out and I filed a claim. The Tech came to my house and he told me a I need a new refrigerator. I called Home Life and they told me, my refrigerator is to old it was made in 2002 and there is nothing they can do for me. I told the person on the phone I paid for this warranty for nine months and you say that there is nothing you can do for me. I said what about all the money I paid you for this type of repair. I was told if the refrigerator was made after 2002 they would pay to repairs. So now. I paid close to $500.00 for this plan and I have to buy a new refrigerator out of my pocket and I am out of close to $500.00 What a rip off please do not use this company. very very disappointed I bought this plan over the telephone and they did not tell me any thing about the year of my appliances I was told it would cover my all my appliances I did not sign any papers on this plan I was an upgrade. to cover my washing machine and my refrigerator

Home life home warranty

+1

To Whom It May Concern:

 

This letter is in response to complaint ID#[redacted]. Mr. [redacted] called in to HLWP of Nevada, LLC to cancel his policy for the following address [redacted] HLWP of Nevada, LLC has cancelled his policy as he was charged prior to his renewal...

date. I have attached a copy of the receipt showing the credit was done today and Mr. [redacted] has been emailed a copy of the receipt also.

  

Please let me know if you need anything further.

Sincerely,

Gennevere Garrison

HomeLife Warranty Protection (HLWP)

HLWP of Texas, LLC

HLWP of Nevada, LLC

Office: 480-558-8258 - 1–888-820-8088

Fax: 480-539-8258

Just wanted to jump on here and say thank you to this company.

From start to finish they have given us great attention and service. Very understanding people.

I definitely recommend them!

On 5/22/16 I call my husband to verify if the job was completed the leakage and the food disposal,I informed the worker that he is not to charge $110 because I had called the office 2 days before they arrive to fix the leakage and the food disposal and staff who I did reveal his name in the other letter he told me that it will be $55 dollars for both services as both were going to be fixed by a Plummer.   When  I get home my husband stated that he provided the worker with $55 and that he has notice that the Plummer left and never fixed the sink leakage and left without making clear to me at least or to my husband who does not understand that well but he could of told him that it was not fixed and decided to walk out as when I talked to him and told him that I was on my way to see the job and when I got home the worker was gone.  On the other note on 5/26/16 the worker to fix an electric outlet and the bathroom fan came out my husband called me and said that they will charge $110 because the worker said is 2 separate things again. My husband after both jobs were completed my husband was short of money and provided his debit card he never received a receipt and the worker charged him $220.00 I notice it and called the bank as my husband did not authorized for the worker to have $220.00 when he supposed to be charging $110. I want to have my money back from this company , the money that  they took from my credit card as I am not pleased with their services and I can get other company that will treat people with respect and honesty. If you can see I never signed with them a contract and I never the 2 years now that I have been with them never received their policy which I wish that they had provided me with it from the beginning but they never did, also they never will leave a receipt for you when you give them cash or a card.

This letter is in response to complaint id#[redacted]. Ms. [redacted] called in a service request on August 12th, 2014 for the property located at [redacted] and stated that the master bath toilet was not flushing properly. HLWP of Texas, LLC sent [redacted] to...

the home upon arrival the technician reported to HLWP of Texas, LLC that the toilet needed a new flapper and a handle for the master bathroom toilet. HLWP of Texas, LLC covered the flapper as that had failed due to normal wear & tear authorization #[redacted]. However the handle was not covered as the technician stated the handle was broken using excessive force and the handle was missing completely. Please see the attached service contract for coverage specifics.

The following is the reasons for the official denial of the handle only:

1. Not a unexpected break down

2. Misuse & abuse

3. If any system, appliance or component is disabled due to any missing constituent parts.

In closing Ms. [redacted] has requested a full refund, however HLWP of Texas, LLC will be following our outlined cancellation policy. HLWP of Texas, LLC is in receipt of Ms. [redacted] cancellation and it will be processes per the contract outline.

To Whom it May Concern:

The customer was notified that he had a 20 day free look (yes which he did stay within on his own property) 

However he submitted a claim for the fourplex - therefore the 20 day free look does not apply.  I am sure if the dishwasher arm was available and the claim was able to be covered non of this would be an issue.  

HomeLife strives to provide the best service we can to any and all of our customers.  Dealing with repairs that unfortunately cannot be covered for whatever reason create problems.  The customer becomes enraged, and the Warranty company no matter what company it is becomes the enemy.   

As far as the policies - I suppose Mr. [redacted] or myself will never know why he did not receive them via email.  We would never refuse or delay sending out a policy, the warranty company would have nothing to gain by practicing that business ethic. 

The warranty company nor the contractor was assuming anything about the other units in his Mothers fourplex.  All the contractor did was assess the information for the unit that he was called to.

There was no faulty coverage on the policy, there were no excessive limits, and there was definitely not any unprofessional customer service on HomeLifes part or the part of the contractor. 

As Mr. [redacted] Stated in his first complaint "he was told he could cancel at any time with a pro-rated refund".

The policies have both been cancelled and the credits have been initiated.

Hello,

I am e-mailing to inform you about a concern about the business reference on the subject line.

Last March I made the decision to switch to HomeLife Warrantly Protection (HLWP), LLC to save money.

Last week I received a water bill that was twice the amount of my previous month. I naturally I had the water company come and inspect for leakage and they found none, they advise me to check my toilets for a "silent leakage" and gave me some good information on how to do that. I followed the directions to inspect for leakage and found out that both my toilets had water leakage. I then replace the water tank mechanism and I still noticed water draining into the toilet bowl.

I did not worry as much because I felt I was insured with HomeLife Warranty Protection, LLC and once I would submit a service call they would send someone quick. NOT!

I called on a Tuesday (11-19-13) morning and gave them ample time to get back with me. After a day of no response I decided to call them back and a person by then name of [redacted] was extremely rude with me. My situation with this company went from bad to worse in a matter of days. On Thursday (11-21-13), I spoke to a lady name [redacted] and expressed my concerns about the company's customer service and she indicated I was talking to the correct person because she was part of customer relations. She then assured me that I would get a call from a contractor soon and that hopefully my plumbing problem would get fixed. NOT

The contractor ([redacted] & [redacted]) arrived at my house (11-25-13), and without analyzing the situation or asking me question regarding the problem, walked in and replaced the toilets fill valve and flapper. Before the change were done, I stressed to the subject matter expert that I had personally done that and that the toilets were sill leaking. He stated that the parts he had on hand were of better quality and that he was certain this would fix my problem. Once he was done changing the fill valve and flapper on both toilets, I kindly asked him if we could test the toilets for leakage to make sure the problem was taken care of. I noticed the young man facial expression of frustration. Sure enough the toilets were still leaking. He walked out to his van got on the phone (later told by [redacted] that he had called him to complain that I would not let him leave my house, not the case at all), changed the flapper on the toilet and indicated that it was all he could do, that if I had additional problems to call HomeLife Warranty and submit a new service call, and he left.

I called back to HLWP, spoke with [redacted], the situation was not good, he was extremely rude, telling me things like, "Lady I have never had any of my contractors call me to tell me they are held hostage in a home." I was appalled by the comment. He then stated he has ran out of contractors, which them prompt me to ask him how many contractors do they have in my area, he answered two. I then asked for a manager and was transferred to [redacted] yet again. Her response was surprising. She told me she had to call the contractor to get their side of the story and she would get back to me either before she left her office (11-26-13) or the next day (11-27-13).

Needless to say, I'm left with two leaky toilets, and a bad, bad experience with HomeLife Warranty Protection, LLC. Now I have to go through the troubles to get a small claims attorney and get back my yearly membership, which I paid in full. :(:(:(:(

We have moved homes twice and they have assisted us extremely well from the start. I can't say enough, they actually have great customer service, unlike others we have attempted to use, not to mention, their coverage is pretty awesome!.

Its to bad people mostly post reviews If they have a negative experience. We have had multiple great experiences with this company and we have used them for 7+ years, that should say a lot for anyone who is looking around.

Happy hunting!

To Whom It May Concern:

 

This letter is in response to complaint ID#[redacted]. Mr. [redacted] called in to HomeLife Warranty Protection (HLWP) regarding his microwave door and handle that is broken and cracked by his explanation in multiple areas. HLWP explained to Mr. [redacted] that...

his warranty only covers unexpected mechanical breakdowns, cracks in the door and a broken handles are not one of the items that are covered in our policy. HLWP did not send a contractor out to Mr. [redacted] house because HLWP did not want him to occur an out of pocket for a Trade Item Fee knowing that we would not cover the items he has called in about. HLWP was actually trying to protect Mr. [redacted] from an added expense. I have attached a copy of the policy that is highlighted for quick reference.

 

Sincerely,

HomeLife Warranty Protection (HLWP)

Office: [redacted] - [redacted]

Fax: [redacted]

So here is my actual scenario 06/19/2015: Arizona, have a home warranty with this company, get home at 550 pm on a Friday. Temps are ~110 ( going up to 114 tomorrow (Sat.)) - my A/C not working- called them right away. They said"...because it is ten to six on a Friday night (after business hours) I would need to pay the "emergency rate" for a company to come out before Monday. I said OK I need someone out tonight because it is 110 degrees out and tomorrow is 114 degrees. The rep told me he would have someone calling me shortly. Almost an hour later a person for the AC company calls me and says someone will call me shortly and the cost would be $150 to have him come over (instead of $45 contract fee because after business hours). I agree- then 2 minutes later get a call from AC to tell me that they cannot make it tonight and someone will be over tomorrow- at the same price of $150. HomeLife Warranty Protection should have at the very least someone to answer calls after hours (I did call them ~ 1 hour after I initially placed call to them and got answering machine that stated if I got someone other than who they assigned that my warranty is void). I am going to find another company who knows how to deal and treat with customers who keep them in business. In my opinion this company is just another sub- par offering to people who are looking for what is offered.

To Whom it May Concern,The pro-rated refund for the policy was mailed to [redacted] and was returned to HLWP of [redacted] as undeliverable. [redacted] called in on August 19th and was told the check will be re-issued and promptly mailed to [redacted],...

[redacted]. Please see the attached copy of the check in the amount of $103.41 check number [redacted]. the check has been mailed to [redacted] today August 25th as stated to him on August 19th.Please let me know if you need anything further.Sincerely,[redacted]HLWP of [redacted], LLCOffice: [redacted] Fax: [redacted]Sincerely,Gennevere GarrisonHomeLife Warranty Protection (HLWP)HLWP of Texas, LLCHLWP of [redacted], LLCOffice: 480-558-8258 - 1–888-820-8088Fax: 480-539-8258

HomeLife Warranty Protection (HLWP) has received notification dated March 28, 2014. HLWP was informed that the above named consumer had submitted a documentation that she was not going to accept the response to her original complaint that HLWP submitted. This letter is the official response of HomeLife Warranty Protection to the 2nd complaint letter filed under above-mentioned complaint ID.
3/17/14: Ms [redacted] submitted the following claim: HVAC:Warranty Effective Date:  06/01/2013
The homeowner called and stated that the unit that is located on the ground is not cooling the home. The fan is running but again not cooling. 3/18/2014: Technician reported:
[redacted] called and stated that the unit that is 15yrs old…there was hard start kit on the unit that is blown, burnt wires going into the contact switch, condensing fan motor not moving it froze up. The compressor is heating up to where it has to be shut down after just a few minutes. Recommendation: replace unit
Claim was denied:
The unit has lived beyond its life expectancy.
THIS CONTRACT DOES NOT COVER ANY REPAIRS ORREPLACEMENT AS A RESULT OF:
OR SYSTEMS & APPLIANCES EXCEEDING THEIR LIFETIMES   (Service Summary, Limitations of Liability, A. General, lines 2,6)
This is not an UNEXPECTED breakdown.
THIS CONTRACT COVERS ONLY SYSTEMS & APPLIANCES LISTED AS COVERED THAT:
B) ARE UNEXPECTED BREAKDOWNS (Service Summary lines 2,4)
Upon the start or renewal of any HomeLife policy, an informational packet is sent to the homeowner. The exact email that was sent to Ms. [redacted] on 5/30/2013, which had attached the letter listing the specific items she has covered under the warranty, along with the actual contract that explains all of the coverage offered by HomeLife Warranty Protection, has been forwarded to the Revdex.com.
 
The first document attached to this email is the same contract that was provided to Ms. [redacted]; with some highlighted areas that show how the denial of the claim in question is supported by the policy.
The second attachment is a copy of the actual quote that [redacted] provided to Ms. [redacted]. As you will see, the quote was originally $3,625.00. If Ms. [redacted] accepted the offer from [redacted], HLWP agreed to contribute $500.00 toward the replacement. The customer requested an additional discount from [redacted]. They agreed to reduce the quote by another $150.00. The final quote offered to Ms. [redacted] by [redacted] was $2,975.00.
According to the HomeLife policy, the warranty does not cover items that have lived beyond their life expectancy, which based on the manufacturers warranty offered, the life expectancy is 10 years. This unit is 15 years old. HLWP is always trying to exceed the customers' expectations. For this reason, HLWP offered a Customer Service Gesture of $500 toward this A/C replacement; even though it was outside of any coverage offered by HomeLife.
Please let me know if you need anything further from HomeLife. I look forward to your reviewing your decision regarding this complaint ([redacted]).

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

HomeLife's response on 4/16...a work order was submitted for the leakage of my pool pump. According to HomeLife I did not have pool coverage. If I didn't have pool coverage then why did they even open up a ticket, informed me I had to pay the service fee and send out a plumber to look at the leak?

HomeLife's response on 4/18 Both the contractor and I called HomeLife at 11:30 AM MT to get authorization for the plumber to fix the leak. The plumber also had another number that the contractors use. Nobody picked up on either of the phone numbers. If they state that if you leave a message you would be called the next day..well then why wasn't I called back on Saturday or Sunday. It wasn't until I filed the complaint with the Revdex.com that HomeLife called me back (either Monday or Tuesday). That makes it at least three days before I got called back. I've had home owners insurance with [redacted] and [redacted]. If you called "after hours" there was always an agent to answer the phone and a contractor would call you back within 1 hr. I only went with HomeLife because it was cheaper. I guess you only get what you pay for. At no time did I call HomeLife or the agent any names. I did complain to the agent about the poor. unacceptable service I received/didn't receive from HomeLife and that I was a new customer. When I did talk to the agent she informed me that she would do what she could to get me a refund minus the cancellation fee. I was cancelling my contract with HomeLife for their breach of contract. Therefore, I had no intention of having a cancellation fee be subtracted from my refund when the problem was on their end. The agent informed me she would do her best and then call me back.

On 4/29 I called back HomeLife because I had not heard back from them regarding my refund. The agent informed me that they would refund my entire amount of $350. Which I was very happy about. The agent asked me if I would sign paperwork from HomeLife. I assume something along that the complaint was resolved. HomeLife has never sent me any paper work to date. I t[redacted] the agent I would be happy to review the paper work they were going to send to me and that I would go into this site to comment the action on the part of HomeLife were resolved to my satisfaction once my credit card was credited the $350. I just got off the phone with [redacted] and they informed me that the credit from HomeLife has not hit my charge card account yet. Therefore, until the $350 credit hits my [redacted] account I would like to keep this complaint open.

Regards,

Check [redacted] for many other honest reviews that detail why this business is rated 1.5 stars. I've had HomeLife for 5 years. 4 weeks ago, my AC compressor went out. The repair company confirmed that the compressor was bad, adding on the invoice that it was "shorted to ground." I've worked with electrical and environmental systems for over 20 years and I can tell you that doesn't mean anything abnormal. A compressor can only fail in 3 ways: short, open, or mechanical failure. Well, after 3 weeks of non-returned phone calls, Homelife finally found an exclusion in the general exceptions section that says "shortage" is not covered. "Shortage" is listed between "power surge or overload" and "power failure." As written, it is obviously referring to power main problems and not electrical component shorts, motor winding shorts, etc. But there are so many general exceptions that it literally doesn't matter what I say, they will just find another. For instance, my brother works for a commercial AC company in California. He has checked my AC every year, but I don't have any maintenance records to prove it. That will be the next exception they try. I don't have the energy or money or time to fight this. It is 105 and climbing in Vegas and I just need a working AC. Heed this and all other warnings and stay far, far away from Homelife.

This  letter  is in response to complaint  id#[redacted].  Mrs. [redacted]  called  in a claim for her HVAC unit for the property located at [redacted] on July 15 2014.  Homelife Warranty  Protection,  LLC  (HLWP)  had...

sent our sister company [redacted] to the home to diagnosis the breakdown for the HVAC system. [redacted] arrived to the referenced property on July 2nd, 2014 and diagnosed the unit had a burnt fuse and was only passing 86 volts. The technician replaced the fuse  and unit was working (see attached Invoice). On July 12th, 2014 a different technician went out to assess the unit and found that the unit pops the breaker after 1 hour and 15 minuets. The technician recommends an electrician. The technician also found the unit needs a return installed in the utility closet for ventilation. On July 16th, 2014 a third technician was out at the above referenced property and found the compressor working, however was very weak and the indoor/outdoor coils were dirty as they have not been maintained. On July 16th, 2014 [redacted] technician arrived to the above referenced property and diagnosed the unit to be working at the time however the ductwork and the returns for the home are undersized and the unit will not work properly until the return sizes are increased. I have attached all of the invoices for your review.During the time of the complaints and the different technicians that were looking at Mrs. [redacted]'s Vacation house everyone had requested a copy of the maintenance records. Mrs. [redacted] said that she would provide the copy of the maintenance records to the claims department. She has not. [redacted] called and explained to Mrs. [redacted] that there were multiple problems at the residence.• There were electrical issues• There were duct work issues• The unit was well past its life expectancy• The unit was in no way shape or form maintained or cleaned.• A  secondary  contract  arrived  at  the  scene  and  had  the  same concernsThe following is the reasons for the official denial:1. Not a unexpected break down2. Unauthorized service provider3. Lack of Maintenance4. System has exceeded its life expectancy[redacted] explained to Mrs. [redacted] that the unit needed to be replaced. Clearly their diagnosis was correct because Mrs. [redacted] had the unit replaced by an unauthorized contractor without the approval from her warranty company.As you can see by the attachments our contractors recommended the same repair that Mrs. [redacted] had completed by an unauthorized contractor. So the fact that HLWP and [redacted]  are sister companies does not matter when the diagnosis is the same. Also you will see from the attached copy of our policy that we do not cover items that are outside of there life expectancies, we do not cover items that have not been maintained, and we do not cover outside contractors doing work for us without our prior authorization . Mrs. [redacted] decided to not respond to our requests for maintenance records, and she also decided to have a contractor outside of our network install her unit.Therefore she made decisions that affect how we as a company can operate. HLWP understand she is upset, but we have a contract that we need to follow as well.LIMITATIONS OF LIABILITY (See Attached Policy) Service SummaryA)  GENERAL: IN ORDER FOR ITEMS TO BE COVERED UNDER THIS CONTRACT, THEY MUST BE IN PROPER WORKING ORDER AT THE CLOSE OF THE CONTRACT SALE, & AT THE DISCRETION OF HLWP, HAVE BEEN PREVIOUSLY INSPECTED FOR THE INITIATION OF THE CONTRACT TO BE VALID. ANY MALFUNCTION OF TRADE ITEMS RESULTING FROM RUST OR CORROSION IS NOT COVERED FOR THE FIRST THIRTY DAYS AFTER INITIATION OF THE CONTRACT. THIS CONTRACT DOES NOT COVER ANY REPAIRS OR REPLACEMENT AS A RESULT OF: MISUSE; ABUSE; FIRE; IMPROPER INSTALLATION; LACK OF MAINTENANCE; MAINTENANCE ; FLOOD; ACCIDENTS; TERRORISM  & GOVERNMENT ECONOMIC CRISIS' (WHICH INCLUDES BUT IS NOT LIMITED TO WORLD OR DOMESTIC EVENTS THAT DIRECTLY IMPACT EXTREME PRICING FOR GOODS AND SERVICES THAT ARE OUT OF OUR REASONABLE CONTROL); VANDALISM; COSMETIC DEFECTS; DESIGN FLAWS; MANUFACTURER'S DEFECTS; STRUCTURAL DEFECTS;  POWER  FAILURE;  SHORTAGE ; SURGE  OR OVERLOAD; INADEQUATE CAPACITY; IMPROPER PREVIOUS OR ATTEMPTED REPAIR; SOLAR SYSTEMS; PEST OR PET DAMAGE; MISSING PARTS; OBSOLETE PARTS; MOLD; FREEZING; CHEMICAL OR SEDIMENTARY ACCUMULATION; COM- MERCIAL SYSTEMS OR APPLIANCES (OR MODIFIED COMMERCIAL EQUIPMENT USED FOR DOMESTIC OR SINGLE FAMILY DWELLINGS); OR SYSTEMS & APPLIANCES  EXCEEDING  THEIR  LIFETIMES (BASED  ON MANUFACTURER'S  WARRANTY   & SPECIFICATIONS   IN ADDITION TO PROFESSIONAL ASSOCIATIONS THAT HLWP RECOGNIZES). A REPAIR, REPLACEMENT, OR MODIFICATION OF ANY COVERED SYSTEM OR COMPONENT FOR WHICH A MANUFACTURER HAS ISSUED A WARNING, RECALL, OR OTHER DESIGN FLAW OR DETERMINATION OF DEFECTS IS NOT COVERED.A) ARE LOCATED WITHIN THE PERIMETERS OF THE HOME FOUNDATION OR GARAGE (WITH THE EXCEPTION OF ITEMS MARKED "). B) ARE UNEXPECTED BREAKDOWNS. C) ARE NEEDED ONLY IN RESPONSE TO NORMAL WEAR & TEAR. D) WERE PROPERLY INSTALLED & IN GOOD & SAFE WORKING ORDER ON THE EFFECTIVE DATE OF THE CONTRACT. E) ARE REPORTED TO THE COMPANY DURING THE TERM OF THIS CONTRACT. F) ARE  CALLED  IN TO  HLWP PRIOR TO ANY  SERVICE  PERFORMED. UNAUTHORIZED  SERVICES PERFORMED  BY  UNAUTHORIZED  OR AUTHORIZED  CONTRACTORS  WILL  NOT BE COVERED  OR  REIMBURSED. CUSTOMER SERVICE CALL ###-###-#### WE ACCEPT SERVICE REQUESTS 24 HOURS A DAY, 365 DAYS A YEAR HLWP WILL, UPON RECEIVING YOUR CLAIM REQUEST, CONTACT AN AUTHORIZED SERVICE PROVIDER WHO WILL RESPOND DIRECTLY WITH CUSTOMER TO SCHEDULE A CONVENIENT APPOINTMENT DURING NORMAL BUSINESS HOURS. IF ANY DIFFICULTIES ARISE WITH THIS PROCESS, PLEASE CALL OUR CLAIMS DEPARTMENT FOR PROMPT ASSISTANCE. RESPONSE TIME FOR SERVICE ON WEEKENDS & HOLIDAYS IS 48 HOURS. FOR AN EMERGENCY, HLWP CLAIMS DEPARTMENT WILL PRIORITIZE REQUESTS BASED ON SAFETY, HEALTH DAMAGE CONTROL,  & WILL DETERMINE  WHAT  REPAIRS CONSTITUTE AN EMERGENCY & WILL EXPEDITE EMERGENCY SERVICE WITH REASONABLE EFFORT. IF REQUESTS ARE MADE TO PERFORM ANY SERVICE OUTSIDE OF NORMAL BUSINESS HOURS, ADDIT IONAL FEES WILL BE REQUIRED FROM CONTRACT HOLDER, INCLUDING OVERT IME & PREMIUM LABOR CHARGE. HLWP REQUIRES NOTIFICATION OF CLA IM TO THE CLAIMS DEPARTMENT IN ORDER TO CONTACT AUTHOR IZED SERVICE PERSONNEL TO PERFORM SERVICE. SERVICES PERFORMED BY AUTHORIZED OR UNAUTHORIZED CONTRACTORS WILL NOT BE PAID OR REIMBURSED BY HLWP WITHOUT PRIOR AUTHORIZA-TION, AT THE SOLE DISCRETION OF HLWP. PLEASE CALL FOR INDEPENDENT CONTRACTOR CONDITIONS & REQUIREMENTS . A TRADE ITEM FEE IS REQUIRED PER TRADE ITEM AT THE TIME SERVICE CONTRACTOR ARR IVES & PRIOR TO ANY WORK PERFORMED. IF MORE THAN ONE VISIT WITHIN THIRTY DAYS IS REQUIRED FOR THE SAME PROBLEM, A SECOND TRADE ITEM FEE IS NOT REQUIRED AT THE DISCRETION OF THE HLWP & THE AUTHOR IZED SERVICE PROVIDER HLWP WILL NOT RESPOND TO A NEW REQUEST UNTIL ALL PREVIOUS TRADE ITEM FEES, REQUIRED PREMIUMS, AND UNPAID ADDITIONAL FEES, IF APPLICAPLE, HAVE BEEN PAID AND SUSPENSION OF COVERAGE WILL BE ENFORCED UNTIL ALL FEES ARE PAID. COVERAGE WILL BE RE-INSTATED WITHOUT CONTRACT PERIOD EXTENSION. TRADE ITEM FEE STILL APPLIES IN THE EVENT CUSTOMER FAILS TO BE PRESENT AT SCHEDULED TIME OF TRADE CALL, OR IN THE EVENT THEY CANCEL REQUEST WHILE SERVICE PERSONNEL IS IN ROUTE. SERVICE IS GUARANTEED FOR 30 DAYS.Sincerely,Gennevere GarrisonHomelife Warranty Protection

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.  As of today, Thursday April 7 the refund has not posted to credit card account. 

Regards,

To Whom it May Concern,This is the official response from HLWP of Texas, LLC regarding Complaint ID#[redacted] I spoke with Ms. [redacted] on January 7th, 2015 HLWP of Texas, LLC will be refunding the second trade item fee in the amount of $55.00 per the homeowners specific contract. The refund...

will be via check as requested by Ms. [redacted] Check number [redacted] in the amount of $55.00.Please contact me if you need anything further.Sincerely,[redacted]Office ManagerHomeLife Warranty Protection (HLWP)HLWP of Texas, LLCHLWP of Nevada, LLCOffice: ###-###-#### - 1–###-###-####Fax: ###-###-####

HomeLife Warranty Protection (HLWP) has received notification

dated...

April 20, 2014.  HLWP was informed

that the above named consumer had submitted a complaint with the RevDex.com against HomeLife Warranty Potection, LLC. This letter is the

official response of HomeLife Warranty Protection, LLC to that complaint ID

[redacted].

 

3/10/14                  Ms.

[redacted] purchased a home warranty for 8905 [redacted] after speaking with a

HomeLife Sales representative. She chose the Prestige Plan at our introductory

rate and the Elite Option. Her total annual rate was $350, which she paid in

full with her credit card. Ms. [redacted] was then informed about our LOCK

program, which locks her annual renewal in at the introductory rate. When asked

if she would like to LOCK her rate, Ms. [redacted] declined.

 

4/16/14                  Claim

submitted for Ms. [redacted] pool pump created. Work Order # [redacted] created and

sent to [redacted]’s Plumbing.

 

4/18/14                  Contractor

was out to her property @ [redacted]. He did an assessment of the pool pump,

and then called HomeLife to find out if the repair needed would be

authorized.  This is where the details

start to become unclear. Ms. [redacted] stated that both she and the technician

attempted to reach HomeLife around 11:30 am on 4/18/14.  The office did close early that day due to it

being Good Friday; but not until 12:00 noon. At that point our phones were

forwarded to our afterhours phones.  Once

this is done, a caller is given 2 options when they call in to HomeLife. The first

option is to leave a voice mail, and have their call returned on the next

business day. The other option is to press 1 and be transferred to our

answering service. At that point they will speak directly to a real person, who

will collect their name, address, phone number, and a brief description of

their emergency. These callers are t[redacted] that a HomeLife employee will contact

them with in 4 hours. 

                                **Immediately

upon receiving the complaint from Ms. [redacted], the answering service records

were checked and the company was called. It was discovered that there was no

contact made to the answering service regarding Ms. [redacted] ‘s pool or even

her property at all. 

 

4/21/14                  [redacted]When

the regular voicemail was checked Monday morning, there was 1 message from the

technician stating that he needed authorization for the pool pump repair at Ms.

[redacted]’s property.

                                The

claims department called the contractor’s office twice. The first call was

answered by a woman who stated that the technician was out in the field working

a very large job.  She said she would try

to reach him and tell him to call HomeLife. The second call was answered by the

business recording that allowed a voicemail to be left.  The message left for [redacted]’s plumbing

basically stated that HomeLife needed to speak with the technician immediately,

or as soon as possible, regarding an urgent matter pertaining to the work order

[redacted] for [redacted].

 

4/22/14                  A

third attempt was made by HomeLife to reach the technician, by talking to the

same woman who answered the first phone call attempt. She said once again that

she would do her best to have the technician call HomeLife right away.

 

                                Sometime

later that same day, the technician called in. 

The first order of business was to ask him what time he tried to get

authorization on Friday. If he stated that the attempts were indeed made prior

to 12:00 noon, well then the warranty company was going to have to have an

investigation done into the business phones to determine whether or not some

sort of malfunction had occurred and find out if it was still actively

malfunctioning.  The technician stated

that the calls to HomeLife were not made prior to 11:30 a.m.  Since the evidence on the phone records

support the statement given by the technician, HomeLife concluded that Ms.

[redacted] might have simply gotten the times in which the original calls were

made to HomeLife on 4/18/14.

                                The

technician was also asked to describe his other attempts to reach Homelife

regarding this particular claim. He stated that he never spoke to a person

directly.  This leads the warranty

company to believe that any of his attempts were never getting him to the

answering service.  Since the answering

service was never actually contacted about this issue, there was no message

forwarded to a HomeLife representative, and therefore no attempt was made by

HomeLife to reach the technician for this report until the following business

day.      

 

                                Ms.

[redacted] called in to HomeLife to complain and [redacted] how very angry she was

with HomeLife. She was outraged to such an extent that 

                                It

was almost impossible for anybody to have a moment in between her audible

lashings to actually interject a single syllable into the word explosion.  Ms. [redacted] called HomeLife a few

slanderous names, she demanded that she be refunded in full despite what the

HomeLife policy had to say about it, she threatened to use her 20+ years

experience in the real estate industry to ruin HomeLife’s customer base and

reputation, she even stated that she was very familiar with all social media

and she absolutely knows how to utilize this media to make sure HomeLife feels

the damage. She then asked the HomeLife representative if she knew what she was

saying. The rep replied, “ Well if you are saying that you are going to use

your status on all social media sites to slander HomeLife unless you are given

a full refund, even though our policy states threat is not the protocol…well

then I guess I understand quite well.” 

Ms. [redacted] said, “ YES, I am, and you understand exactly what I am

saying.”

 

4/23/2014             An

investigation into Ms. [redacted]’s pool claim discovered that she does not even

have pool coverage on her policy. She purchased the Prestige Plan and Elite

coverage when she started the policy. She paid $350, which is the introductory

rate for the Prestige Plan and Elite Coverage. The lowest possible rate that

she could have been given for any coverage that included pool coverage is

$500.  Considering that HomeLife sales

reps go over the coverage with a new customer when they purchase a policy, it

is unclear how Ms. [redacted] thought she had pool coverage. It is also unclear

how this was not noticed at the time her claim was submitted.

 

 

4/25/2014             Authorization

received from upper management to give Ms. [redacted] her full refund

 

4/28/2014             HomeLife

contacted Ms. [redacted] and informed her of the absence of pool coverage on her

policy. She insisted that HomeLife was trying to be dishonest, and that she

paid extra for pool coverage. She was unwilling to accept anything that was

said to the contrary. HomeLife also let her know that authorization to meet her

demand had been given by upper management.

 

 HomeLife asked her if this was an acceptable

resolution. She agreed. When asked to sign a document stating that she had

reached an agreement on how to resolve her Revdex.com complaint with HomeLife, she

insisted she would not sign anything until the full amount had been refunded to

her credit card.  An attempt was made to

clarify that the document would state that the money had not been refunded as

of yet, only that the agreement was reached. She stated again, she will sign

nothing until the money is refunded.

 

4/29/2014             HomeLife

refunded the $350 to Ms. [redacted]’s credit card

The sales people, specifically sales manager [redacted] at extension [redacted], will omit vitally important information. And when you ask for the call to be pulled you can bet his boss is covering for him. He will promise the world and then hide behind the contract. These people have every interest in your money and zero tolerance for customer service. I was promised a call back in 15 minutes. I called two days later and no one remembered me. Don't buy from [redacted] or his cronies.

To whom it may concern,

HomeLife Warranty Protection (HLWP) would like to send a contractor to Mr. [redacted] home in order to diagnose the repairs needed for the said microwave. HLWP will waive the Trade Item Fee. HLWP did not send a contractor previously as per the exceptions below the cracked door and handle would not be covered. The exceptions portion of the policy which is being referenced is shown below in it entirety. I have also attached a PDF file of said policy.

3. APPLIANCES

C O V E R E D: ?? GARBAGE DISPOSAL ?? DISHWASHER ?? BUILT-IN MICROWAVE ?? TRASH COMPACTOR ?? RANGE & COOKTOP ?? OVEN ?? WASHER/DYER ?? KITCHEN REFRIGERATOR W/ ICE MAKER

EXCEPTIONS: (INCLUDING BUT NOT LIMITED TO) STACKABLE UNITS; PLASTIC MINI-TUBS; SOAP DISPENSERS; FILTERS & LINT SCREENS; DAMAGE TO CLOTHING; “ALL-IN-ONE” WASH/DRY UNITS; ICE CRUSHERS; ADAPTERS; LIGHTS OR LIGHT SOCKETS; LIGHT SWITCHES; BASKETS; ROLLERS; RACKS; HANDLES; RUNNER GUARDS; KNOBS; PANS; TRAYS; PORTABLE OR FREESTANDING MICROWAVES; ROTISSERIES; MEAT PROBE ASSEMBLIES; DOOR GLASS; VENTS; FLUES; TIMERS; CLOCKS; RANGE GRILLS; SHELVES; INTERIOR LININGS; INTERNAL THERMAL CASINGS; FOOD SPOILAGE; CAROUSELS; TRIM KITS; BUCKETS; LOCKS; LOCK & KEY ASSEMBLIES; HALOGEN UNITS; MAGNETIC INDUCTION COOKTOPS; MICROWAVE/COOKTOP DRAWER COMBINATION UNIT; REFRIGERATOR/OVEN COMBINATION UNITS; SUB-ZERO REFRIGERATORS; ANY PARTS & COMPONENTS OUT- SIDE OF APPLIANCE; IMPROPER INSTALLATION*; LACK OF MAINTENANCE**; DETACHABLE COMPONENTS; DIALS; HOSE BIBS; MODULES; CONTROL BOARDS; CONTROL BOARD TOUCH PADS; DEFROST BOARDS; BEVERAGE DISPENSERS AND RESPECTIVE EQUIPMENT; PLEASE SEE LIMITATIONS OF LIABILITY FOR ADDITIONAL EXCEPTIONS LIMITS: (A) UP TO 1 UNIT COVERED PER APPLIANCE ITEM.

Sincerely,

HomeLife Warranty Protection (HLWP)

Office: [redacted]

Fax: [redacted]

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