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Platinum Home Warranty Reviews (58)

Very disappointed…Our Realtor at the time of closing on the house had purchased for us the most expensive out of the three plans that Platinum warranty offered. A month after we had moved to the house, the heating system stopped working and we called Platinum for service, paid our service fee, and the technician found that the system is old and parts cannot be found for a proper repair… the Platinum home warranty made us two very interesting offers:
1. cash out - $ 375 (calculated I don’t know how “based on the affected parts on this system”)
or
2. to replace the entire system at our cost which is about $ 6,027.60, the Platinum can only help us by offering, they call it “special discount” about 17% discount. So we suppose to be happy paying $ 6,027.60 not $7,370. 91
From all I am getting, they refused to replace our unrepeatable heating system because it is too old. ….. Well this is what the warranty should be for….considering again that we have the Ultimate warranty plan... Platinum warranty responded to our e-mail inquiry :…. “We offer you special discounts for our Platinum customers and if needed financing assistance” . and this is not a kind of answer that people expect to hear from a company that offers warranty.
I think that $ 700 warranty purchase was waste of money, it has been frustration, and there are young kids living in the house without proper heating and it is extremely cold for Phoenix right now.

The air conditioner quit working at my home, located at W. Wikieup Lane, Glendale, AZ. My tenant and I started calling the home warranty company but they failed to answer your phones over the weekend of July 8 and 9, I was unable to report the malfunction of my heat pump. On Monday, July 10, they finally answered and told me I was wrong and that they answered the phone all weekend. A few hours later they called me back and stated they were wrong and that their phones had been down all weekend. By then, I had already called an AC contractor, who advised me that the Heat Pump could not be repaired, so I ordered a new one and agreed to pay over $7,735. I advised Platinum Home Warranty that they were in breach of contract. I had no option but to send my tenants to a hotel and hire a contractor to install a new unit. I expected Platinum Home Warranty to reimburse me for the full amount of the invoice. Since then, they have refused to return my calls. I want them to reimburse me in full for the cost of the heat pump and 4 days of the tenant's hotel expenses.

We had a great experience with David when he came in to fix an air conditioner unit. Not only did he fix it, but he also gave us a lot of helpful information as new residents to Arizona. He helped us figure out what filter sizes were needed for both of our events and was very friendly.

We are so very sorry that you feel the cash out offers presented were unacceptable.  We felt we were going above and beyond by attempting to research the coil that was needed by going off of other parts numbers on the unit since your condenser model and serial number were...

missing, which would normally be an exclusion of coverage. We realize this is a lengthy process but one that was necessary. The quote you received for repair from another company includes retail markup on parts and labor costs.  Because we have our own technicians we are able to keep these costs to a minimum and cash out offers are based on the repair that is needed.  This afternoon a check was post marked in the amount of $956 as requested.  Please allow a few days to receive the check because of the holiday weekend.

We completely understand your concerns regarding your Evaporative Cooler and would like to be able to make the necessary repairs. When we sent out our contractor they found that both the motor and the control board needed to be replaced. Unfortunately, they were not able to find any information on...

your unit. They are able to match up a generic motor but cannot obtain enough information to order the control board. Without any information we are at a loss for how to make the necessary repairs. What we would like to do is send a different technician to your home to see if they are able to match up the needed control board or find any sort of part number that the original vendor was unable to locate. We will have a service coordinator reach out to you to schedule this with you.

I understand that there are limitations; however, the pipe that was leaking was not only 3 feet underground but was also under 3 rooms of my house. This would have caused significant damage to the home, even more so than the water leaking already had, as I had explained on the telephone. Because we opted not to break all of the floors in the home, there was no pipe to actually expose and repair for Platinum to assist. They had to cut the pipe and reroute it. Not only did Platinum neglect to cover the cost of rerouting the pipe, but my home owners insurance refused to cover any of the work at all. I have had to go through Platinum many times for services within the one year I have owned my house. Including 4 times in one summer for the AC in which they would not make it an emergency in over 110 degree heat. I am having a hard time understanding how Platinum can possibly assist with the remaining work if they could not assist with the leak itself nor could they get my AC working until their 4th attempt.

We are very sorry for any damage that had occurred in your home.  You'd originally placed your service call on a holiday. Holidays and weekends are reserved for urgent repair items that are categorized the following way:29. Urgent Repair ItemsAir...

conditioners,furnaces, heat pumps, refrigerators, emergency plumbing leaks, or hot water heaters.   30. 24-Hour Service GuaranteeUrgent Repair Items receive top priority meaning a service provider will arrive at property within 24-hours of the time of initial service request. Urgent service requested on Sundays or Holidays will allow for a 48-hour waiting period for a service provider.The on call dispatcher received a message in the morning of July 4, 2015, from our answering service stating you had issues with your kitchen sink which is considered non-emergency.  Since there was no mention of flooding at that point the on call technician was not called upon. Then later the answering service informed the on call dispatcher at 4:00pm that same day that you’d called in again.  She returned your call at which point you’d told her that “there was food in the wall”.  Our dispatcher went over the fees with you for weekend service at that time, which are two times the normal rate. It was then noted that you'd declined the $120 fee for emergency service. Our dispatcher then advised that she would call you back Monday morning to schedule at the normal $60 rate.  We then received another message from the answering service at 5:00pm July 5, 2015, which is after business hours, that stated you had flooding. A follow up phone call was made by our dispatch department on Monday morning July 6, 2015 and the dispatcher was informed that the problem had already been resolved. We are very sorry for any confusion and inconvenience this caused. We wish we would have been able to service you.Your policy has been cancelled and the cancellation fee is being waived.  You will be refunded for the prorated amount of your policy.We do hope that you see the value in your warranty since an additional claim was called in on your policy a few days later for your air conditioning and we had someone there the same day to fix the problem. We strive to get to every customer expediently and provide them with the very best service possible.

We are very sorry to hear that you wish to cancel. We did receive your request and are currently processing it. It is our typical policy to charge a cancellation fee but we will go ahead and honor your request and waive this fee on each of your properties. Please allow 3-4 weeks to receive your...

refund check.

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,

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 07/22/2014 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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.
When I renewed this policy I was told it was the same and no changes from the previous year.  So tell me why plumbing fixtures were covered under the warranty the previous year.  This is a sad game of I said/they said.  I did not approve the fixture from this year being covered, I could only approve it after the  it was replaced.  I emailed asking for an explanation or proof that I approved it.  An invoice after it was replaced is all they can provide. Hard to say I approved it after they had already fixed it and didn't call me prior to charging 163.00 for a cartridge?  The office still has not sent an itemized bill.  The invoices they supplied are not a breakdown.  A one word sentence is not a breakdown.  They a grossly overcharging for services provided, and pick and choose what they choose to cover and I have receipts to prove the fact. One year it's covered under the exact same policy but the next year it's not.  that invoice is closed and I won't be surprised if they try to charge me for that as well.  The office staff there still have not sent an invoice.  my next complaint will be to the [redacted] registrar of contractors, there are some in my opinion some major issues within his company.  They cannot explain or break down a billing invoice in detail and the charges are not explained.  Any other work I've had done is explained in detail what I'm paying for and the price of the services given.  This company has obviously created their own billing system and I question the legality of it.  The warranty they provide is purely scam, I question the contract behind it, whether anything is actually covered, they make their own definitions of what's covered and I will never be doing business with this company again in the future and will advise all others to do the same.
Regards,

Dear Mrs. [redacted],

We are very sorry to hear about your negative experience with Platinum Home Warranty. We always strive to go above and beyond in the services we provide. Your business is important to us and we appreciate your feedback and opportunity to assess what we could have...

done differently to have made this experience a positive one. We have waived the invoice in question and additionally will issue you a check for $100 to your billing address on record to help with the loss of rental income. Thank you again for bringing this to our attention so that we could resolve this for you.

In response to the complaint from December 2, 2015, from Holly R[redacted], we provide the following:[redacted]Policy date: 10/13/2015Date of the service: 11/6/2015We are very sorry to hear that the homeowner was disappointed by the level of...

service that was provided by our company during the three short weeks they had warranty coverage.  We pride ourselves on the excellent care and attention we give to our clients and safety always comes first.  In this case, when arriving at the property we found the HVAC unit "hotwired" (meaning the unit was wired directly to the reversing valve so that the unit would run constantly in cooling mode and would not shut off, nor operate in heating mode). We took the steps that we felt were necessary to ensure the safety of the homeowners while the homeowners discussed whether to repair or replace the 25+ year-old unit. The homeowner indicated that they would like a full refund on this policy and because customer satisfaction is of utmost concern to us, we refunded the full warranty policy in the amount of $800.00.

We’re very sorry for your concern in this matter.  The Basic home warranty plan you had elected when starting your policy only covers plumbing blockages.  Any work needed outside of clearing blockages would be considered non-warranty work. Explanations of the charges...

were sent with every estimate for needed work which in turn was approved each time.  Here is the chain of events that took place during your claims process:The initial appointment was to have our plumber diagnose the leak under the bathtub.  With all diagnosis appointments, a $60 fee is required.  Reference to this required charge can be found in your policy Terms and Conditions, Section 5, Line I: A $60.00 trade call fee will apply for each requested trade. A trade call fee is charged on each trip to the property and includes up to two items, not exceeding a total of 2 hours of work performed. An additional $60 trade call fee will be charged for each item needing repair when exceeding the initial 2 hour/ 2 item per trip maximum. A trade call service fee still applies in the event customer fails to be present at scheduled time of service call, or in the event customer cancels request while service personnel is in route. This fee applies even if the technician’s diagnosis results in complete or partial exclusion of coverage.As a result of the first scheduled appointment our technician had to open the wall in your bathroom to diagnose where the leak was coming from.  It is our standard practice of being up front with our customers, you were informed by our dispatcher that if an access hole needed to be cut there was an additional charge. Opening up drywall is not a service that is covered under our warranty plans but can be performed by our technicians if needed for a rate of $85 per hour.  It states in your policy Terms and Conditions, Section 7, Line I : PLATINUM is not liable for incidental or consequential damages to property or personal injury. Any access required for diagnosis, repair, or replacement, through interior walls, ceiling, floor, roof, etc. are not covered by this contract. It is the Policyholder’s sole responsible for costs and activities associated with gaining required access areas.Once the wall was opened, our plumber contacted our office requesting an estimate for replacing the waste and overflow in the tub/shower.  The first estimate #[redacted], was sent to you on March 4, 2015 at 9:34 am.  The estimate was for the amount of $391.08 and once approved by you it was converted into a job on March 4, 2015 at 11:50 am.  The full amount of $391.08 was collected by our dispatcher at that time and charged to the credit card number that you provided over the phone.  This estimate specifically states the following in the notes, “Estimate for replacing waste and overflow only. If other findings present themselves additional costs will apply **Drywall not included **Shelf needs to be removed for access prior to our arrival.  An appointment was scheduled by our dispatch department for March 5, 2015 between 2:00pm and 4:00pm.  Our plumber arrived at 3:00pm and started the waste and overflow repair but then he found the job to be much larger than he first diagnosed.  He was only ableto replace the cartridge in the shower and determined that the drains needed to be replaced and floor required a jackhammer.  None of the other work was able to be completed at that time.  The actual cost for the work that our plumber was able to be performed was $163 for the cartridge and 1 hour of non-warranty labor.  You were then told at that time that a credit of $228.08 would be applied to your second estimate invoice.We then sent estimate #[redacted] to you on March 5, 2015 at 2:58pm for $851.28.  This estimate also included a description of work being done and stated, “Parts to replace waste and overflow, new ptrap, no hub band and ABS pipe as well as jackhammer rental.  Estimate to include: Jack hammering around front of tub floor, Replacing waste and overflow, New ptrap, No hub band and ABS pipe. *Price does not include drywall or any additional items required for repair not listed above.”  This estimate was approved by you and turned into a nonwarranty job on March 5, 2015 at 4:44pm.  The credit of $228.08 was applied towards this invoice.  You then paid $400.00 of the non-warranty work upfront, and $223.20 was collected the day of the job.It is our standard of practice to collect non-warranty fees generated from estimates up front, separate from diagnosis and non-warranty work that occurs during the diagnosis.  Platinum Home Warranty would never charge your credit card without verbal authorization from you, and charge explanations have never been withheld from you.  At this time $145 is due on your account and are legitimate charges.

Please reference the attached contract, F: COVERED SYSTEMS AND APPLIANCES, 16. Kitchen and Household Appliances, C. Limits. For policies that have built-in refrigerators, which Ms. Traskos and Mr. Walzak do not have, the maximum coverage for this appliance is $1,000.00 which we have extended to them the higher limitation.  Also, please reference D: LIMITATIONS OF LIABILITY, 6. Maximum Liability of Platinum Home Protection, A. that states “PLATINUM has the sole right to determine whether a covered system is repaired, replaced, or given a cash disbursement.”  To date, we have invested $1,388 into repairs for this refrigerator and are still willing to offer an additional $500 towards replacement even though after all repairs were completed we were unable to verify that the alarm was still sounding.

[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,

Catherine F[redacted]

As you are aware in our letter-we did NOT want to pursue the matter of fixing any further than the initial 4 times of someone to come out here and TRY to keep fixing. Now we are getting food frozen AGAIN and have to keep throwing new stuff away at OUR expense!!. We still never even received the measly 25.00 check that they promised for "food Spoilage" at the time of them coming out. Eleven TRIES to fix something that they were even informed by one of their own repair hired companies-IT CANNOT BE FIXED, this company STILL insisted they bring the 1st company back to try to fix it. Not only did the 1st company make things worse for us in the first place, but now it is again freezing things we buy and nothing has been fixed!!!!!!.  How dare they put the amount of money THEY spent because they wanted to keep 'trying' and they are taking that against us???  What kind of Fraud is this. They certainly don't hesitate to take our money for what what their policies state. Their policy states $1500.00 cash or product equivalent and within a reasonable time to fix something. Trying 11 times and being told we didn't want them to even try anymore and waste their time and ours is not 'reasonable' . What about our time of accommodating them when we exhausted all our patients especially after being told 'IT'S NO USE"!!!.  What they spent on 'trying to remedy a lost cause' is none of our concern. We are willing to settle for the $1500.00 and put in our own funds to buy a product that we won't have to keep tossing food out and will get ice etc. I think everyone knows that $500.00 is NOT acceptable and their policy says nothing of that sort!. Also-the least amount we were at one time willing to accept only just to finish with them on this product was $1,000.00 which we were informed by (a supervisor of some sort) that after that visit when she was here-the company wasn't willing to spend more time. Eleven times was way over and above a reasonable time for a non-fix problem.

[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 this has been resolved as of today.[redacted]

We are so sorry for your experience. We understand how frustrating it can be when things go wrong, especially in cases like yours when you are losing lots of water! The warranty’s design is to help reduce your out of pocket expenses but unfortunately it does have...

limitations. As we explained in our phone call we do not provide access to the leaking pipe but once that is exposed we can return and repair the pipe that is leaking. You can reference this in your contract under 13. Plumbing System- Not Covered (Access required for accurate diagnosis through walls, floors, ceilings, etc. of a failed plumbing or sewage system). Hopefully your homeowners insurance was able to assist with the access portion. We understand you are still in need of the repairs and when you are ready to have us address that portion, please contact us so we can help you resolve those issues. We look forward to hearing from you.

We are very sorry to hear about the trouble you are having with your toilet. It was the technician's opinion that was sent to your home prior that a camera service would be needed to rule out any issues with your line prior to replacing the toilet at your home. After you called in on December 2nd...

and speaking with you further and hearing your end of the story, Platinum decided to go ahead and send out another company to diagnose and provide a second opinion. To our understanding that technician is scheduled out to your home today, December 4th to assess and provide Platinum with an update on his findings. If the technician finds the toilet is in fact bad, you do have toilet replacement coverage and the warranty will in fact replace the toilet. If however his findings are that of the first technician, then you will need to have the camera service performed and then provide those findings to Platinum at which point we can look at what can be done to correct the issue. We will certainly be in touch with you in the next day or two to update you as to the outcome of the second diagnosis. We look forward to working with you and getting this issue resolved.

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Description: Home Warranty Plans

Address: 2933 N 16th St, Phoenix, Arizona, United States, 85016-7650

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