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National Home Shield

3460 Lotus Dr, Plano, Texas, United States, 75075-7834

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Reviews Home Warranty Plans National Home Shield

National Home Shield Reviews (%countItem)

I received two PINK letters from these people making it sound as though I had this warranty before and I NEED to get it again. When I spoke to the person who called me- none stop I asked for information. The person I spoke with would not explain what this was, what it was for, how they got m information. he wanted me to pay 174.00 as a "special fee". This seemed fishy to me so I declined- thank god. They almost got me though!!!. I called Citizens who I have my mortgage through and they told me this has nothing to do with them. I received a call at work. I have no idea how they got my work phone number. The man asked for me. I confirmed it was me speaking. He asked why I did not want the home warranty and I explained that the man previous made it sound like a scam and I was not comfortable. the man reassured me it was okay and they were legit. I informed him I was aw work and I did not have time to talk I was at work. He gave me the phone number and his name was Al with no first initial of last name. I went further to check this phone number out and I found this site- which was the first site that popped up- PEOPLE BE CAREFUL!!!!!

We been without heat for 5 days. Filed claim. We had to call them to find out they had a mishap on the computer. The man said he fixed it and reschedule. Someone finally calls about the unit. He comes out tells us we need a new furnace. Which is over our limit. But we said we would pay the remaining of the balance owed. Call them and they say its under review and will take another 24 to 48 hours. They are rude and hung up on my fiance, half step, and don't nobody want to pay for a home warranty when they can't even do they part right. Frustrating. Horrible..

my name is *** so everytime your company say they going to send me someone to fix the toilet and no light in the garage door but no body come to fix them.

Desired Outcome

Repair They need to come fix the toilet and the garage light door. and i need it done ASAP thank u.

National Home Shield Response • Nov 16, 2018

EFG handles all of the claims on policies we sell. They have a very high response time and claim approval rate. After reviewing your account it appears that you voiced to our customer service department that you will no longer make any payments on your account moving forward so the policy was cancelled in July 2018 due to nonpaymet. Since you currently do not have an active policy their is no way someone would be able to come out and do any repairs for you at this time. If you have any questions please feel free to contact our Customer Care Department for assistance.

On 12/28/2117, I purchased a home protection policy. I called my first claim in on June 25, 2018. I was contacted June 26, 2018, by Barry Russell stating he will get a AC company to look at my unit. I told him my Ac is leaking and I have to empty the bucket twice a day. Aire Services and Heating called me and told me that they are booked and they would not be able to get to me until the end of the month. I called Barry back to let him know what the company said. He told me he would find another company. I did not receive a call back. I called the claims center again, I was disconnected. I spoke to someone at Bankers warranty, he told me he will contact me by the end of the day, No one called me. I called back, I spoked to someone else, they said they will contact me the next day after July 4th. No one called me. I called them back that evening when I left work on July 5th 2018. The claims department gave me another company to call. Adams AC and Heating, I called them and left a message they called me right back. Adam the owner told me he never worked with this insurance company before, so he does not trust them, and can I pay up front and get reimbursed by the American Home Protect LLC. I told him that is not in my contract and I am only suppose to pay him $65 for maintenance. He said he cannot do the job. I called the claims department back and they said they will speak to Adams AC and Heating and call me back. I never received a call back. I was soo Frustrated. They drafted out my account $179 On July 2nd 2018 and today it is July 13th, They have not contacted me yet. For eight months they have drafted my payment out my account of $179. I had to write a letter to EFGHS transfer department P.O. box XXXXXX, Irving Texas to cancel. I also had go to my bank and cancel the draft which meant I have to wait a whole week to get a new card for my account, American Home Protect owes me $1,432
Product_Or_Service: American Home proctect if appliances or any system
Account_Number: XXXXXXXXXXX

Desired Outcome

Refund Since they have not kept up their end to the contract I need a full refund. I had to pay a Ac company $1400 dollars to fix my AC Unit out of pocket.

National Home Shield Response • Aug 02, 2018

I am very sorry that you experienced this issue. The warranty we sell is administered by EFG, we are not the ones who communicate with the vendors or handle the claims side of this. I can understand your frustration with the contractors not coming out. We will forward your compliant over to EFG and have them contact you to work on a resolution.

Thank you again for bringing this issue to our attention.

These business practices are slimy at best. There's a good chance they are not your existing home warranty holders, that's why your policy will expire 'soon.' Home warranties are optional products that help cover certain home repairs/appliance issues. You're not required to have this. The mailers are deceitful. Regardless, the worst is when you call. I guess business practice is just to hang up on callers who raise any objections or questions. This has happened twice. If they can't handle that, how will they handle your warranty claims? They may claim they are raising the issue with their compliance department but between my experiences and that of the other reviewer, this is clearly practice.

Desired Outcome

Contact by the Business I'd like to definitely not receive scammy mailers and I'd like the company to get some dignity and not try to deceive people or hang up on them.

National Home Shield Response • Jul 11, 2018

You are absolutely correct, we in most cases are not the current holder of the warranty. Many consumers do not realize that most policies are 1 year long and if they do renew coverage they could be in a bad spot. Home warranties are optional but they cover every day things that may break like a dishwasher or AC.

You absolutely should not have been treated poorly when you called in. We are looking into that in order to take the proper action with the employees that you spoke to.

We will gladly remove you from the mailing list. Please allow 4-6 weeks for mail that may already be in process.

Called thinking that it had something to do with my mortgage. The person who I spoke with was extremely rude. It had nothing to do with my motgage like my letter had said, they were just selling a home warranty.

Desired Outcome

No further contact by the busi Their letters are misleading and the people that they have answering the phones are extremely rude.

National Home Shield Response • Jun 20, 2018

I am very sorry that you were treated that way when you called in. I have our compliance department pulling the call so we can address how you were treated. We would be glad to remove you from the mailing list. Please allow 4-6 weeks for mail that may already be in process.

American Home Protect LLC sent me a letter saying that my home warranty policy was about to expire and I should call to renew. I never knew I even had this, nobody told me this when I bought my new house, neither real estate agent, or bank. Shortly after moving in, we had electrical issues with our well and had no water, and needed to have the well fixed. Then a couple weeks later our water turned red bright with iron and we had to pay thousands to install a new water filtration system. I called last week and asked Nathan at this company to please help me put in a claim but he refused and would not transfer me to a manager.
Product_Or_Service: Home
Account_Number: 132GS_XXXXX

Desired Outcome

Refund I would like a refund for all the repairs we paid for our water system. Also our driveway is washing away and I would like them to open a claim for this too.

National Home Shield Response • Jun 20, 2018

We are not the holder of your current warranty policy if you do indeed have one, you would need to find out who your current warranty is with and contact that company on the repairs. We were reaching out to help you if you needed to get a new policy to prevent a lapse in coverage.
if you had coverage when you got your home. You can look on your HUD statement to see if you have coverage and who it is with. As a side note though water filters and driveways are not items that are typically covered in this type of coverage plan. However, you should still contact the company to find out.

Customer Response • Jun 22, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
That seems fraudulent to send me a letter saying my policy is about to lapse call us immediately. Why would you do that to a non customer?

Received bogus threatening 'second attempt' letter regarding a non existent 'Home Warranty' that was about to expire.
NOT sent 1st class mail
See above

Desired Outcome

Do not send any more mail to my address.

National Home Shield Response • May 09, 2018

We would be happy to remove you from the mailing list. Please allow 4-6 weeks for mail that may already be in process. Many people get warranties at the purchase of their home that expire after a year. In order to ensure no lapse in coverage we reach out to people who may be in that situation. If that is not the case for you, no problem, we can get you off the list.

This business sent very misleading mail in an attempt to get us to purchase a home warranty policy. It is clearly trying to get vulnerable people to think that it is a bill, and that they MUST respond. It was on pink paper, included statements like "SECOND NOTICE" and "It is important for you to contact our firm within 10 days of receiving this notice."

Desired Outcome

Modification/discontinuance of Don't try to trick people by making the ad look like a bill!

National Home Shield Response • May 09, 2018

We would be happy to remove you from the mailing list. Many people get a home warranty when they purchase their home that expires after a year. In order to help home owners avoid costly repairs we notify them that they may fall into this category. We are only here to help people protect their biggest asset.

Misleading alarming scam advertisement for home insurance. Will type contents of letter below for you to evaluate. Others have reported same issue.
The contents of the 2nd pink letter in a IMPORTANT DO NOT DISCARD envelope I received are as follows:

RE: Wells Fargo Bank Na, Purchase date of XX/XXXX, Potential Lapse of warranty coverage.

Dear XXXX,

This is our SECOND ATTEMPT to contact you. Please contact our office at X-XXX-XXX-XXXX within 10 days of receiving this notice regarding your home at XX XXXXXXXX Avenue.

Based on your purchase date you may have a Home Warranty policy that could expire SOON. You may qualify for coverage for up to 3 years.

Failure to Call

Failure to call and prevent a potential lapse of coverage could result in you being liable for all costs associated with any home repairs.

It is important for you to contact our firm at X-XXX-XXX-XXXX within 10 days of receiving this notice to avoid any unnecessary delays in your coverage.

Desired Outcome

My primary intent is to file a complaint that will show up when others search information about this company online so that they will not fall prey to the company's scam. My personal desire is that they do not ever contact me again nor sell my address/information to anyone. My suggestion to them is that they discontinue their sociopathic advertising practices and consider the effect unnecessary alarm causes the recipients of their letter

National Home Shield Response • Apr 17, 2018

We are not a scam, we offer a very valuable home warranty product to help protect a person's most valuable asset, their home. This product pays to fix covered repairs on appliances, AC, heating, etc. We would be happy to remove this consumer from the mailing list. Please allow 4-6 weeks for mail that may already be in process

Customer Response • Apr 18, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint was not about the service offered, which I am not in a position to evaluate. Rather, my complaint is in reference to the deceptive and alarmist advertising practices used. The company's response is disingenuous at best and does not at all address the body of the complaint.

If indeed their product is good and they are trustworthy, its a disservice to their product if their only way to secure customers is by tricking the customers into thinking they are about to lose coverage that the customers in fact will not lose.

The direct mail advertising this company uses is clearly designed to mislead people.
I object to this companies use of direct mail advertising. It is clearly designed to mislead people into thinking that they actually have a home warranty policy with this company that is expiring when they do not. Furthermore it's obviously meant to confuse people who don't know any better into mistaking it for their homeowners insurance policy expiring. There is of course fine print at the bottom that clarifies this but I think it's disingenuous of the company to try to mislead people and then clarify it in the fine print. The full text of the advertisement with sensitive info withheld (xxxx) is as follows:

RE: xxxxxxxxxx Mtg., Purchase date of 4/2017, potential lapse of warranty coverage

Dear xxxx,

Please contact our office at X-XXX-XXX-XXXX within 10 days of receiving this notice regarding your home at xxxxxxxxxxxxxx

Based on your purchase date you may have a Home Warranty policy that could expire SOON. You may qualify for coverage for up to 3 years.

Failure to Call

Failure to call and prevent a potential lapse of coverage could result in you being liable for all costs associated with any home repairs.

It is important for you to contact our firm at X-XXX-XXX-XXXX within 10 days of receiving this notice to avoid any unnecessary delays in your coverage.

CONTACT OUR OFFICES:
Mon-Fri 8am-7pm

Desired Outcome

I believe the company should create advertising that promotes the product they are selling and offers it in a clear way. This way of advertising that makes is designed to confuse people is really disingenuous and designed to take advantage of people.

National Home Shield Response • Apr 17, 2018

We do not take advantage of consumers. Before anyone enters into the program we fully explain exactly what we are offering. We will gladly remove this consumer from the mailing list. Please allow 4-6 weeks for mail that may already be in process.

American Home Protect, LLC is not affiliated with Home Landmark Warranty as they indicated on a pink letter that was mailed out to me on 3/14/18.
Payment made: $168.00 on 3/24/18 (Visa ending 4001)
(Confirmation #: XXXXXXXXXX)
Reference #: 119EN_5127
Reference Date: 3/14/18

American Home Protect, LLC states that they were NOT going to auto-draft future payments because I refuse to allow further actions taken. It was mentioned that on 4/24/18 will be my next billing date. Sales Representative indicated that the office is located in Dallas, Texas. He gave me a 1-877 number to contact Monday, 3/26/18, to stop future payments and cancellation of services. I called on 3/24/18 to the number provided by the Sales Rep (X-XXX-XXX-XXXX) and there was no answer.

Desired Outcome

My resolution would be to have payment options online so I can be sure where my money is going. The Sales Rep. mentioned the only option they carried was auto-pay directly from my account.

National Home Shield Response • Apr 04, 2018

We are certainly sorry that we do not have the option for payments by check at this time. We may have this option available in the future. Thank you so much for the feedback.

On Feb 5th, 2018, I spoke with American Home Protect about renewing my home warranty policy. I explained to them that my home has plumbing issues
Feb 5th, 2018, spoke with American Home Protect LLC about renewing my home warranty policy. I informed them that my home has plumbing issues and they told me to wait 30 days before filing a claim. I asked them questions about how their warranty would help my situation. I agreed to deposit $155 to renew my contract. 30 days later, on March 10th, I contacted claims department and they told me I cannot file a claim because my plumbing issue is a preexisting condition. I spoke with customer service on March 12th about my concerns and I felt like they failed to communicate to me that if I renewed my policy contract my plumbing issues would not be covered with the policy due to it being preexisiting condition. If I had known about this, I would not renew my contract to begin with. I feel this is unfair and I would like a full refund of my deposit back plus March's payment as well. They refuse to refund me for deposit last month because it is past 30 days, but I just found out that they denied my claim and where they failed to communicate with me about any claims that are preexisting conditions would not be accepted.
Contract number XXXXXXXXXXX
Deposit Feb 5th: $155.00
Payment March 7th: $163.18
Total refund: $318.18

Customer Service Number: XXX-XXX-XXXX

Desired Outcome

I would like a full refund of $318.13

National Home Shield Response • Mar 23, 2018

We have a post-close that is read to every consumer before they get coverage that states that we do not cover pre-existing conditions. We pulled this call and this was told to the consumer. Also the customer was told at another point in the call, "she has to wait 30 days grace period to keep people from calling in and it's like an insurance policy you have a grace period so you aren't calling in when something is already broken"

We are happy to give the customer a prorated refund if they want to cancel. We will have one of our managers contact them to handle.

Sent me a letter seeming to threaten me with consequences for failure to contact them; the threat is a disguised sales pitch.
On March 13, 2018, I received from this company a letter purporting to threaten me with "lapse of warranty coverage" related to my home. The lapse is described as "potential," and no details are provided, other than my name and the address of my home. I am specifically warned of "Failure to Call" and told that I have only 10 days within which to do so in order to avoid "unnecessary delays" in "coverage." The notice is printed on pink paper, which shows through a window on the envelope. It's obviously a scam to get me to call and give someone a chance to sell me "warranty coverage" that I don't need. I would appreciate someone warning them that this is not a legitimate business practice.

Desired Outcome

I would like the Revdex.com to investigate and warn this company to cease and desist from mailing deceptive letters like this to homeowners.

National Home Shield Response • Mar 16, 2018

Our product helps consumers to not be stuck with costly home repairs on their own. Many people do not realize that when they purchase their homes the seller often puts a one year only warranty on the home. We do not want these consumers to be in a bad spot by realizing they are not covered after they have already lost coverage. We will remove the consumer from the mailing list. Please allow 4-6 weeks for mail that may already be in process.

Customer Response • Mar 19, 2018

(The consumer indicated he/she ACCEPTED the response from the business.)

Poor to say the least. Iv only dealt with them a couple of times. I've regretted each time. Dealing with this company has been the worst experience iv ever had with any company. I would not recommend this company to my worst enemy.

National Home Shield Response • Mar 23, 2018

We are so sorry that you did not have a pleasant experience. That is not what we want to hear. We would be happy to review your concerns if you can contact us and ask to speak to a manager, we will do our best to resolve the concerns that you have.

My parents received the pink notice from this company that made them believe this was tied to their bank loan. My mom purchased the warranty and when we read reviews on here regarding this company, she called to cancel her policy. She was transferred to three people who tried to talk her out of canceling. She was adamant and the guy said she had to fill out paperwork to cancel and then hung up on her. Do not use this company.

This company fooled my daughter into giving them money for a "lapsed" policy that we didn't even have in the first place. DON'T give your credit card information to them!!

I called in to American Home Protect and they refuse to remove my name and address from their marketing list.
I called in to American Home Protect and they refuse to remove my name and address from their marketing list.

Desired Outcome

I want my name and address removed from all of their marketing lists.

National Home Shield Response • Feb 20, 2018

Mr.,

We are not sure to whom you spoke, as all of our calls are recorded and monitored, however we have removed you from our mailing list. Please allow six to eight weeks for any previously processed mail. Our apologies for the delay.

Warmest regards,

Corinne ***
Chief Operating Officer

ive been paying this company 230 per month for almost a year. ive needed repairs twice on my pool and refrigerator. every time I call they hang up.
ive called for two days to claim my broken freezer and pool issues but am hung up on every time. even customer service hangs up on me. this is a scam.

Desired Outcome

i want all monies paid to this company refunded immediately or my attorneys will proced with litigation.

National Home Shield Response • Feb 20, 2018

We are happy to address the customers issues and provide a refund. We contacted them to do so but he yelled at our representative and said some very inappropriate things prior to hanging up on them. We have a cancellation form that we need signed before we can issue the refund that he is requesting. We have sent it to him twice and left him a message with that information.

I receive a bright pink letter stating my coverage has the potential to lapse and this is the second notice. I don't have a any type of home protection coverage.

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Address: 3460 Lotus Dr, Plano, Texas, United States, 75075-7834

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