HomeLife Warranty Protection

The policy agreement was in creatively misleading and their full coverage is not extensive as it . Essentially the company refused to honor the coverage that we ordered despite me paying the full premium price for their services. Furthermore they refused to send me a copy of the specific policy that they believe I have consistently claiming technical difficulties. Furthermore, on the phone, they cite that the policy I have differs from the one I am paying for.

The most frustrating issue is that when I attempted to contact them for support I am consistently juggled in their beurocracy between representatives that claim that my complaints are not their specific responsibility.

HomeLife Warranty Protection (HLWP) has received your letter dated March 19, 2014.  Upon reading it, HLWP was informed of the complaint filed...

by Ms. [redacted], Complaint ID [redacted]. This letter shall serve as the official response from HomeLife Warranty Protection to the above-mentioned complaint.

3/17/2014: 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.

The work order was sent to [redacted]. The appointment was scheduled for 3/18/2014.

3/18/2014: The technician went to the property and performed a full assessment of the unit as to make a proper diagnosis of the problem. Once the technician had figured out what was wrong with the A/C unit referred to in Ms. [redacted]’s claim, he called in to HLWP’s Claims Department to report the following:

[redacted] called and stated that the unit that is 15yrs old that has been maintained, yet there are visible signs of [redacted] breakdown inside the unit, such as burnt wires going into the contact switch, and the condensing fan motor does not move; it froze up. The compressor is heating up to where it has to shut down after just a few minutes. The compressor performance is poor and causing the other issues within this unit. The technician also noticed that at some point previously there had been a hard start kit added to the unit, which is now blown. Since a hard start kit, which gives the compressor extra power, is now dead; and the compressor is only able to run for a few minutes before it overheats and shuts down, the technician deemed the compressor as failed. He recommended to Ms. [redacted] to have her condensing unit replaced.

The claim is denied due to the following reason(s):

The age of the unit is 15+ years old, which is beyond the life expectancy of the unit.

HLWP will offer [offered] a customer service gesture to Ms. [redacted] in the amount of $500 to be applied toward the replacement of her unit thru our authorized contractor.

 

The denial of this claim is supported entirely by the HLWP AZ Policy:

IN THE EVENT OF SYSTEMS & APPLIANCES EXCEEDING THEIR LIFETIMES, HLWP RESERVES THE RIGHT TO OFFER DEPRECIATED VALUE OF EQUIPMENT ENTIRELY AT ITS SOLE DISCRETION AND DEPENDING ON ITS OWN REQUIREMENTS OF OFFERING DEPRECIATED VALUES (10 YR SCALE), BUT AT ANY TIME RESERVES THE RIGHT TO DENY THE CLAIM.

(Service Summary, Limitations of Liability, Section D, Lines 11-12)

If Ms. [redacted] wishes to cancel her policy, she can simply submit her written request to cancel coverage. This process normally takes 8-10 weeks. However, I will personally expedite her request and process the cancellation to the very last step. At that point it will be awaiting signature, which I am unable to any affect on. As soon as it is issued and signed I will personally send the pro-rated refund to her mailing address immediately.

Ms. [redacted] can either contact me directly, or submit her decision thru the Revdex.com response link. A confirmation will be provided to the Revdex.com as well as to Ms. [redacted] letting them know her decision has been received.

Respectfully submitted, [redacted] 

Customer Relations

HomeLife, LLC

HLWP of NV, LLC

HLWP of TX, LLC

I would like to warn any potential future clients that this warranty company is by far the worst warranty I have dealt with. I have three rental properties and I have always had them under warranty so I don't have to deal with my tenants when they have issues. It worked until I recently switched two of them to HomeLife because of their attractive offer. It was easy to sign up over the phone. When you sign up with warranty company, you expect that everything that they state it would be covered, it will be, right? Well, no, they do not pay for “discovering” and for “accessing” the problem and they conveniently forget to tell you this when sign up with them. This are the facts from my recent experience:

1. My tenant called me that there is a leak coming from the second floor toilet.

2. They contacted HomeLife and were told that I don't have a warranty with them.

3. I called HomeLife and straighten up this issue.

4. Contracted company was assigned to visit and repair the issue.

5. The contracted company called me and asked me to pay for the service call which I did over the phone.

6. The contractor called me from the house saying that he doesn't know where the issue is and the warranty doesn't pay to "discover" the issue. He also told me that it will cost me $450 to discover and fix the issue.

7. I tried to argue that it is only the wax ring that needs to be changed, but he insisted stating his side again.

8. I called the HomeLife and spoke with Kevin. He also familiarized me with their policy.

9. I told him to cancel my policy immediately, prorate and send me a check for the difference.

10. He explained that he can't cancel the policy over the phone?!?!?! Apparently, I would have to write them a letter explaining why I want to cancel and also, check this out, there is $75 cancelation fee!!!

11. I called the contractor and told him that I am certain that the issue is the wax ring. That way he doesn't have to "discover" the issue but just fix it.

12. He did this then he called me back and told me that I owe him $150 because the warranty does not pay to "access" the issue, read "removing the toilet"

13. I told him that beside the service call fee, I would not pay anything else and they would have to deal with HomeLife for the rest.

I will leave it up to you to decide the worthiness of this business!

I was extremely frustrated with how the whole situation unfolded. It is true that I did not read their policies, but how could I. I would expect this to be disclosed when you singing up over the phone. Just because they have put something in writing does not mean that their advertising is not misleading and that their policies are not shady. I still haven’t decided if I should cancel or wait for the contract to expire. One thing I know for sure! I would not renew with them.

To Whom it May Concern,
 
HLWP of Texas, LLC has refunded Ms. [redacted] the pro rated unused service contract in the amount of $257.72. Please see attached credit receipt showing the refund to Ms [redacted]. The credit can take up to 72 hours for the receiving financial institution...

to credit the customers account.HLWP of Texas, LLC and its directors have taken the necessary steps to rectify this unique situation and to ensure this does not happen in the future. Please see attached credit receipt showing the refund to Ms [redacted].
Thank you
 
Sincerely,
 
HLWP of Texas, LLC 
Escalation's Department

To whom it may concern
RE: Complaint ID#: [redacted]
HLWP has not changed it's position regarding tComplaint ID#: [redacted]. 
As previously stated, the homeowner put forth much effort to pay only one Trade Item Fee and still have two repairs completed. This is not permitted per HLWP service contract, which is once again attached for your referencing needs. 
I have also attached a copy of the first response from HLWP, which seems to cover the issues brought forth in this 2nd complaint. 
However, there has been an issue pertaining to an electrical problem brought into the complaint this go around. HLWP cannot say that her point is truly understood with this complaint. The best guesstimate is that she feels like she has been overcharged by Expert Mechanical on an electrical service request. That issue will need to be taken up with that contractor , as HLWP does not control pricing, billing, or collecting of monies for the contractors.
Please understand that HLWP Trade Item Fees are due per each repair that is covered by HLWP service contract. Considering this customer has renewed her HLWP service contract and is currently in her 2nd year of coverage, HLWP feels the homeowner has had ample amount of time to review the service contract.

To Whom It May Concern:This is the official response from HLWP regarding the Complaint ID#: [redacted].5/22/2016: HLWP Service Department representative, Kevin, spoke with Ms. [redacted] regarding the...

service request for her garbage disposal. She informed him that not only did the garbage disposal not work, but there was also a leak under the sink. He explained to her during that conversation that if the leak were a separate issue from the actual garbage disposal, there would be a 2nd Trade Item Fee required for the technician to fix both. 5/23/2016: The technician from [redacted] arrived at [redacted] * [redacted] in response to Service Request [redacted]. He found that the garbage disposal was bad and needed to be replaced. He also found that there was a 2nd leak on the left side basket strainer that connects to the tubular pipe. The 2nd leak was completely unrelated to the garbage disposal.When asked about this service call, the technician stated that he spoke to Mr. [redacted] at length about the details of the 2 needed repairs. He also stated that once Mr. [redacted] agreed to pay the 2nd TIF to have the 2nd leak repaired, he (the technician) left the property to go pick up the parts to repair the 2nd leak. Mr. [redacted] had no hesitation whatsoever pertaining to having the leak repaired as well as the garbage disposal replaced until Mrs. [redacted] called the property and insisted that the 2nd TIF not be paid. Mr. [redacted] did as Mrs. [redacted] wished. The technician explained to Mr. [redacted] that if they decided at a later time to have the repair done, he would come back out for the TIF of $55. It was at this point that Mr. [redacted] signed the invoice from [redacted]. It is clear in the HLWP service contract that a Trade Item Fee is due to the contractor per item needing repaired. This is also stated in the original notes from HLWP and Expert Mechanical.A copy of the HLWP notes for this service request and the notes from the contractor are attached for you to review. There is also a copy of the HLWP service contract attached as well.HLWP and [redacted] have no problem returning to [redacted] * [redacted] to repair the leak under the kitchen sink as long as Mrs. [redacted] pays the TIF $55 to the contractor prior to work being started. If she contacts HLWP to set up a new service request, HLWP will request that [redacted] have a technician out to the property as soon as possible to complete the repair.Thank you for your time and understanding.Respectfully,HLWPComplaints  & Escalations

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.

PORTABLE OR FREESTANDING MICROWAVES; ROTISSERIES; MEAT PROBE ASSEMBLIES; DOOR GLASS; VENTS; FLUES; TIMERS; CLOCKS;  Here is a copy of the disputed section of the home warranty.  The door glass which is mentioned in not broken and we have told the company this repeatedly.  The door itself is broken on the casing of the door not the glass.  There is a reason that the company sends you a contract that has fonts so small that you need a magnifying glass to read it.  This is the reason.  They hope you won't be able to see the fine print.  I have advised our realtor that I don't think it is in the best interests of her clients to recommend this company to her future clients.  Since this is the second attempt on our part to make use of this contract ( we were not satisfied with that response either), I will only hope that nothing else of issue comes up before the end of the contract.  We have had two previous home warranties and this is by far the worse experience of all.  

Regards,

Please see the 3 attached documents as the official response from [redacted]C.  Thank you for assistance along with this opportunity to resolve this matter with our customer.

To Whom it may Concern:

Mr. [redacted] did purchase 2 home warranties with us, one for his personal house and one for his mothers fourplex - that much is true. 

Mr. [redacted] called in to HomeLife Warranty Protection, LLc (HLWP) on 04/24/2014, and spoke to Mr. [redacted] - They...

reviewed coverage and Mr. [redacted] decided to purchase 2 (two) policies.  When Mr. [redacted] and Mr. [redacted] were going over all of the information for the properties he wanted to put a warranty on - it was discovered that Mr. [redacted] had let the polices lapse, and there was no previous coverage on either property.  Mr. [redacted] then informed Mr. [redacted] that he could put coverage on the properties immediately and not to worry about the lapse in coverage. They continued the conversation and Mr. [redacted] purchased both policies. 

On April 28th, there was a claim called in for the fourplex, a dishwasher had failed.  HomeLife followed protocol and assigned a contractor to the claim. The contractor received the claim and called to schedule it - in a timely matter as well.  Mr. [redacted] states that the contractor was more concerned with collecting his service call fee then actually assessing the information to submit his findings to the warranty company.  Our contractors have a contract with us, that states they need to collect the service call fee prior to diagnosing any issue - if the contractor does not collect the service call fee from the customer, and the customer refuses to pay it (maybe because a claim was denied) then the contractor is the one that suffers that financial hardship, not the warranty company or the customer.  To HomeLifes' understanding Mr. [redacted] was not located at the property at the time the contractor showed up and all of the information he is receiving is second hand information from his property manager/brother.  Once the service call fee was paid to the contractor - he then proceeded to diagnose the issue with the dishwasher.  What the contractor found was the spray arm on the 30 year old magic chef dishwasher was torn off.  Now this would be a perfect example of why the contractors all want to collect the service call fee prior to diagnosing the problem for any customer.  Due to the fact that the spray arm was torn off, and the mechanical failure did not come from normal wear and tear we could not cover the claim.  Homelife and the contractor did go one step farther to try to help the customer and find out if the part that was torn off the dishwasher was available to purchase for a repair at a discounted rate, unfortunately the dishwasher arm is no longer even available for purchase - due to the age of the magic chef dishwasher most of the parts are no longer manufactured or made.  Unfortunately HomeLife was unable to cover the claim that was submitted for a plethora of reasons, 1 - the breakdown was not considered normal wear and tear 2 - the parts are unavailable 3 - the dishwasher was clearly past its life expectancy 4 - since the dishwasher was 15+ years past its life expectancy "unexpected mechanical breakdown" does not qualify for this claim either, at that age you  expect things to break down.  Could you imagine the contractor trying to get paid after that diagnosis?

The claims representative then called to inform Mr. [redacted] property manager/brother/[redacted] of the findings. [redacted] then proceeded to belittle the contractor, belittle the claims representative and just portray himself in a very unprofessional manner.  He was yelling at the claim representative, cursing and making some very ludicrous accusations.   HomeLifes claims representative informed [redacted] that if he kept speaking like that they were going to have to discontinue the call/conversation - [redacted] seemed to become more enraged by that comment and the claim representative disengaged the phone call at that point.  This situation transpired at 5:26pm on April 30, 2014.  At 9:37am on May 1st, 2014, the claims representative called and left a message for Mr. [redacted] to let him know what had happened with the property manager [redacted], thinking that we would be helping Mr. [redacted] out by letting him know what kind of property manager he had representing him (Homelife had no knowledge of this man being Mr. Rivas' brother) - Mr. [redacted] is correct in saying that the representative was hanging up on his brother ([redacted]/Property Manager) - HomeLife does not believe any of our employees should be subject to rude and insulting behavior - therefore they are instructed to let the customer know that they will be ending the call and when they calm down they can call back to continue a conversation in an adult like manner.  It seems that part was never told to Mr. [redacted] or he chose to leave that part out of the complaint.  

As far as Mr. [redacted] complaint of a "horrible encounter" - unfortunately that is a personal opinion on his part and cannot be substantiated by any factual information.  HomeLife handled the claim swiftly, professionally, and as courteous as we could.  The claim was not covered for the reasons listed above, the property manager was rude, vulgar, and unprofessional, and now HomeLife has to suffer the consequences of a mis-informed Homeowner.

After reviewing the file for Mr. Rivas' request for a refund HomeLife has not refused to refund the policies to Mr. [redacted] we have to process them.  Mr [redacted] Requested his refund on the 1st of May, today is the 5th, and he will have the refund by end of business today, however we will not be refunding Mr. [redacted] in full.  He will get a refund in full for his personal residence - due to the fact that there was never a claim issued on that property in the amount of $790.  For the fourplex he will get a pro-rated refund, because he put a claim in on that property, he will also be charged a cancellation fee, the refund amount for the fourplex will be $990.04.  The pro-rated refund was explained to him as stated in his original complaint.  The Total Refund amount will be $1780.04.

Respectfully,

HomeLife Warranty Protection

DO NOT USE this company. There address is wrong on the website. The fax # does not work. They are not very timely. They make you feel like you are unreasonable when you are not happy about something. I believe they only have 1 contractor to use [redacted]. You can not reach them when there is an emergency. If you want same day service you must pay 3 times the deductible. Do yourself a favor and pay a little more and get a more reputable company it will be worth it. Look at the reviews.

I had a leaky hot water heater. I called Homelife to make a claim. They sent out their plumbing company, who is a sister company of Homelife. That should be a red flag right there. The plumber told me that the tank was leaking from the top of the unit, and he replaced a couple small parts. When I returned home, the tank was not working, and I still didn't' have any hot water. The plumber came out a second time, and told me that there was condensation in the tank that was making the flame go out. He got the flame on and I had hot water for one day until it quit again. I called Homelife again at 6:00pm and spoke with someone who was unbelievably unprofessional to put it lightly. He was slurring his speech and cursing on the phone. I began to record conversations that I was having with this company because I felt that they were less than legitimate. I felt like I was in the twilight zone. He assured me that he would contact me the next morning, because there isn't anything that he could do at that time. He never called, so I contacted him again. He assured me that his plumber would contact me in 20 minutes. The plumber never called. At that point, I called Homelife and attempted to cancel my policy. They told me that I needed to cancel in writing. I want nothing from this company at this point. All I want is my policy cancelled! They should feel like they made out in the deal. They received my first installment payment, as well as a $45 call fee, and did absolutely nothing to rectify the situation.

I have been a customer of Homelife since March 2013 and absolutely love their service. My ** front loader washing machine needed repair and they sent a technician to my house and I was charged the service call. My washer needed about $1000.00 of parts ( new drum etc.). The parts were ordered and I was asked to call the tech as soon as the parts came in. I did, and within a day the tech was here doing the repairs. He tested out the washer and I haven't had a problem since. I expected to have to pay an additional service call when he came to do the repair, but that was not the case. I am a confirmed customer of HomeLife!

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.

The unit need replacing costing us $2750.  The warranty stated that the unit including compressor, condenser was covered.  There were no exceptions on our warranty.
I feel this company is operating fraudently by not standing by their warranty.

I was amazed at how great Homelife handled my claim. They were SO understanding of my needs and because it was an emergency repair, someone came in less than 24 hours. I did have a small out of pocket cost which was fine, because both the contract and customer service rep had already explained that to me upfront. The people that work there really go above and beyond to help their customers and I couldn't be happier with my experience with them. In times like that,when your home is in need of repair,especially a repair that could possibly cause more damage, you need people that let you know they understand, and are there for you. Thank you Homelife!

Filed a garage door warranty claim. Contractor, who was rude, said he would be here between 8 - 10. Didn't show up until 11:15 and was a jerk again! Then he had to send out for a technician and parts. Finally arrived at 1:30. When I called the warranty company they said I should be concerned about the welfare of the contractor! Then said they ween't going to babysit the contractor, I am out of a day of vacation because it took a whole day to repair. They couldn't give a crap. I came back to this warranty company after they practically begged for my business. I will NOT renew again regardless of the premium, Apparently their customers are not a priority. Once they have your annual premium, BEWARE!

What a great company. When I called in their customer service was friendly and nice. They helped me set an appointment for my home Warrenty. The owner called me back and thanked me for using their company. It's so nice to feel appreciated by the people you pay for services. Excellent company and people.

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.

Regards,

In their response dated May 5, 2014, Homelife Warranty Company claims that I will

be charged a cancellation fee with a pro-rated refund that “was explained to

him”. I want to see factual information when this information was in fact “explained”.

 

I contacted this company on April 25, 2014 (a day after beginning services) and

requested a copy of this policy so that I would be able to see exactly what I

was purchasing in lieu of committing blindly into a policy. This company’s

response is yet to be seen due to their supposed stellar customer service and

compliance with my request. I am assuming that a copy of my policy was lost in

the digital mail because, to date, a copy of this policy is yet to be received.

I was notified that I had a ten day “look period” to cancel services with this

company, which I certainly did meet. If this company and/or their contractor

would have in fact looked deeper into the issue at hand they would not make

assumptions that all units within my mother’s policy has the same appliances

under the warranty purchased. One unit has appliances purchased that aren’t

even 2 months old, let alone 30 years.

 

Their claims are ludicrous and as I stated earlier, it’s companies like this that

hussle homeowners to purchase their policies, then turn around and refuse to

cover repairs when a claim is made and they simply only look out for themselves.

Anything less than what was given to them ($2,044.00 total for both policies)

is simply unacceptable. I should NOT have to pay for faulty coverage with

excessive limitations, unprofessional customer service and be feed excessively

for cancellation of coverage within their “look period” which was not even

explained in full detail.

 

The fact and refusal of this company with neglecting to provide a copy of both policies

that were purchased should therein show their faults. This negligence misinforms

the consumer what in fact is their coverage, their policies and expectations

let alone what their fees are. As stated before, this company makes too many

assumptions in lieu of providing facts since again, I was NEVER provided with a copy of my policies or explained any

termination/cancellation fees!

 

But, this company turns around and accuses their clients of being “mis-informed

homeowner” [sic]

Homelife Protection isn't a good warranty company at all. I filed two claims with in one week. The first was the hose bibs to my washer, they were leaking. After telling the rep that the hose bibs are leaking cause of corrosion they still send a plumber out (which is owned by Homelife) he took apart the hoses and called in the [redacted] (the lady that denies claims)and they said they won't cover the claim because of corrosion. The plumber left all the parts out and our water off at left when I told him the $240 price was too much money for this repair. I went to home depot bought the part and plumbers tape for $3.81. With a wrench and elbow grease I fixed it. Two days later on Labor Day out AC went out when it was 109 degrees. We called 3 times on Saturday and didn't get a call back. On Sunday we call the property damage line and got someone on the phone. They wanted $150 because it was a Sunday, I told the customer service rep on the phone this policy is garbage and he said He doesn't want to be verbally abused. On Tuesday the tech came out and said they don't cover control boards. He wanted $290 for this repair. We are trying to cancel or coverage currently and I am hoping for a smooth process, however, I can't be optimistic. In the fine print of the policy they mention not refunding money if the customer is verbally abusive. I am sure the guy noted I said the policy was garbage.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.

Regards,

Buyer beware. This by far is the worst home warranty company I have ever dealt with. I initially picked them because they are a local company located in Gilbert. The claims person Anthony was very unprofessional and made me feel like my business is expendable and was argumentative. Nearly every item in the home has some fine print that makes it not warrantable. We had two different claims and the warranty we were paying for was not applicable. I would NEVER recommend this company and have since cancelled my service with them. If the company reads this they should consider letting Anthony go because he doesn't do your company any favors.