Platinum Home Warranty

We are quite saddened to learn of the complaint filed by Ms. T[redacted], as we have diligently tried to assist with her refrigerator issue.  We completely sympathize with...

Mr. W[redacted] and Ms. T[redacted] and have done everything that we can to try to help them.  We have invested over $1000 towards this repair which far exceeds the policy limit. We understand that sometimes, things just don’t go as intended and sometimes, you just have to bend the rules a little bit.  This additional offer of $500 towards a new refrigerator was a good faith gesture because we value their business and do not feel it fair to penalize them for the decision to try to repair an appliance that ended up not being able to be fixed.  We are more than willing to work with Mr. Walzak and Ms. T[redacted] and are still prepared to offer them a $500.00 reimbursement towards the purchase of a new refrigerator as outlined in their policy coverage terms and conditions.  We are also prepared to help them shop for a new refrigerator and or reimburse them for $500 towards a new unit from any vendor they choose. Please reference the full timeline of events in the uploaded attachment.

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,

Unfortunately we do not cover rerouting pipes. We are trying to get the breakdown of costs, labor, etc. on what was completed to see if there is a portion we can cover had we done the repairs. Once we receive the documentation we would be happy to resubmit it to our claims department to review the file.

My husband and I purchased home warranty coverage from Platinum Home Warranty in March 2016 as part of the purchase of our new home. We reviewed the coverage options and selected their top tier plan along with upgrades to cover additional pool & spa equipment, at a total cost of $875.

By May the weather was getting very warm and our older AC units were struggling to cool the house. We submitted a service request to diagnose and repair the AC units. The technician found that one of the AC units had a leaking coil that needed to be replaced. However, the required part was no longer available and so we were denied coverage - although he did add Freon. We felt we were entitled to at least the cost of repair towards a new AC unit, but we were denied. At that time the company cited a clause that said they don't have to repair or credit us if the parts are not available. After several more service calls, we finally were forced to buy two new AC units - at a significant financial cost to us.

In June we noticed a lot of frost inside the freezer section of our refrigerator and suspected that the door seal had gone bad. We also had faulty icemakers, and the freezer door handle had broken off. We submitted a claim for repairs. After some investigation, Platinum agreed to make the requested repairs and the service company ordered the parts. However, when the service company came to install the parts, Platinum told them that they would not cover the cost, and the service technician left without performing any work. We were told that our refrigerator was a "luxury appliance" and was not covered, and cited a clause in the contract that says to contact them with the model number of the appliance before purchasing coverage to make sure that the model we have is covered. Would any reasonable consumer have done this? This sounds like a clause to allow them to deny coverage without a valid reason. They did offer to cover $350 of repairs to specific items if I showed them receipts. However, the items they were covering would not have returned the refrigerator to working order. We are forced to buy another refrigerator.

After 5 months with this warranty company we have had 2 claims denied and the only service we received was Freon added to our broken AC unit. We have now cancelled our warranty policy and are anticipating a refund of the unused premium (7 of 12 months). This company has been so dishonest and fraudulent, we have doubts as to whether we are going to see this refund. Also noted that the company is not rated by the Revdex.com. Lesson learned - always check the Revdex.com before engaging in any sort of contract.

We are very sorry to hear about your issues regarding the electrical items as well as the AC unit. We did send an electrician to the home as it was reported that one bedroom and a hall had no electricity. A fuse was changed and reported to us that the problem was in fact corrected. It was then later...

brought to our attention that the HVAC unit was also not working. We immediately sent out an air conditioning technician and he worked to rewire the thermostat. Normally, this would result in two separate fees as the thermostat issue is a separate issue from the hall and bedroom not receiving electricity as well as requiring two different trades to complete the jobs at hand. For your troubles and the confusion, we are more than happy to waive the $60 service call fee. We look forward to servicing you in the future.

I purchased a home in July and my realtor provided me with a Platinum Home Warranty. Less than two months after I moved in, the AC unit stopped working. I called Platinum (on a Tuesday) and they sent a repair man out on Wednesday. He diagnosed the problem with the unit and told me that it was not covered under the home warranty because the issues were related to "maintenance". It appears that when a previous owner remodeled the house, they let the AC unit run and it sucked a bunch of dust and debris into the unit, clogging the coils and caused a leak in the freon pipe. My realtor called Platinum and had them send another repair man out on Thursday. He noted the same problem and told me that he would have to take the claim for review. I was notified mid afternoon on Thursday that only a portion of the repair would be covered and it would cost me $835 to repair the unit. The office also could not tell me when the repair could be completed. Late Thursday afternoon I contacted another AC repair company and they arrived at 7:30 Friday morning to repair the unit. Cost was $485. A Platinum Home Warranty isn't worth the paper it's written on.

We are very sorry to hear about this experience with our vendor. They are typically very professional and courteous.  Because of your experience, we reached out to you on June 12th by leaving you a message letting you know we approved for you to use a vendor you were...

comfortable with. We further explained the process of how to submit a quote so that we could get your repairs approved through the warranty since they were an outside vendor and were awaiting this documentation. We would be more than happy to waive the service call fee given this situation.?

We are so very sorry for any inconvenience this has caused you during the process.  You should have received a call from our claims department regarding the receipt for plumbing service you’d submitted.  It seems that this part of the process didn’t take place and we...

apologize for not being in contact with you.  When clearing sewer blockages, our coverage pertains to having ground level cleanouts and is limited to 100 feet from the cleanout opening.  Clearing blockages from roof vents would have been an exclusion under your policy. Normally we wouldn’t have been able to approve a reimbursement of this sort due to the manner in which the blockage was cleared however because our phones were down and we were not able to get to you, we will be reimbursing you fully for the plumbing receipt.  Please allow 10-14 business days to receive the check via mail.

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. I agree to pay no more than $235.35.Divided into two monthly payments starting in April and paid in full by end of April if that is agreeable.

Regards,[redacted]

We are very sorry that you feel you've not had satisfactory service from our company.  Our company has been at your property on a few occasions for your sink running slow or being blocked.  The first service call we show for your kitchen sink being clogged was April 10,...

2014.  This was 2 days after your policy started.  We also have service calls on April 16, 2014 for the same issue of the kitchen sink running slow.  On March 27, 2015, we again sent out a plumber to clear the kitchen drain.  He ran a snake through your plumbing 30 feet into the home but after that point was unable to get past a blockage.  We chose to get a second opinion at no cost to you.  The second company was also not able to get past the blockage from the ground level clean out. Our blockage coverage is limited to snaking from ground level clean outs however they went above and beyond by getting on your roof to clear the drain from your rooftop vent. Even then they were unable to clear your drain at which point they recommended camera service, a non covered item. On July 10, 2015 we were contacted because water was backing up into your shower drain at which point our service department asked if camera service had been completed as recommended.  We fully believe that the original recommendation for camera service is an accurate one as you've had 3 different occurrences for slow drains in your home in the last 2 years. This would be a helpful baseline in telling the story as to what is going on with your drains so that we can better address the issue at hand. We realize the camera service is an added expense to you but is vital in getting this situation resolved for you. Please let us know if we can assist you in setting up this service.When you renewed your policy, you'd elected a 4 month payment plan.  You currently have 1 remaining payment for that plan. We've cancelled that payment for you. We are also waiving the $50 cancellation fee and will be refunding the prorated amount for the remainder your policy term.

Allwarranty agreements with Platinum Home Warranty are a yearly contract.  The Terms and Conditions specifically state in Section 2: Coverage Terms and Conditions, B: COVERAGE PERIOD, 3. Buyer(s) Coverage Terms, Line A: All contracts are for the duration of (1) full year...

unless otherwise indicated on applications. This information is clearly provided in written form on our website for the public to reference and in the contract we mail out to you upon signing up. We unfortunately do not and never have offered a month-to-month policy.  At the time that [redacted] called into our office on 3/12/14 he agreed to a Platinum Premium Plan with Built-in Pool coverage with Water Softener coverage added.  The total cost for the plan was $670.  He opted for a 6 month payment plan with a $36 processing fee which totaled $117.66 per month for the 6 months. The first payment was made on the day of the order, 3/12/14.  Within one week of the policy start date, he would've received a Welcome Packet in the mail that included a copy of his contract with Platinum Home Warranty and a booklet of the Terms and Conditions of his policy where the reference above can also be found. The five remaining payments were to be charged to the credit card that was provided to the Platinum representative over the phone at the time that the order was originally placed.  All remaining transactions were scheduled for the 5th of every month from April to August of 2014.  Payments were received for the months of March, April, May and June.  When the 7/5/14 payment was run it was unable to process successfully.  On 7/14/2014 an attempt was made to contact [redacted] to collect the 7/5/14 payment.  Our billing department was unable to get a hold of him. Again on 7/22/14 our billing department left a message to collect payment.  On 8/5/14 our billing department made contact with [redacted] and were told that he was going to pay the balance for July and August on 8/22/14.  He did not call back in on that date.  On 9/11/14 he was contacted again by our billing department and they were informed that he was dealing with other financial issues and would be able to call back on 9/19/14 with payment for the two outstanding months. He again did not call in on the promised date to make the remaining two payments.  Our billing department again attempted to contact [redacted] on 9/22/14 to collect payment.  After 8 unsuccessful attempts to collect the outstanding balance, all remaining scheduled credit card transactions were removed from our system and the remaining balance was sent to him as a past due invoice.It wasn’t until this past month with regret that we mailed [redacted] an invoice and marked it ‘Pending for Collections’ after exhausting all other efforts.  Platinum Home Warranty did their due diligence to collect payment in the months of July, August and September.  When the account was 60 days past due, [redacted] was subject to the following terms of his policy contract:  C:REQUESTING SERVICE5.Requesting Service and Filing ClaimsL. Failure to pay service fee will result in suspension of coverage until the service fee, and all related collection cost, has been paid in full. This contract shall be considered void while any service fees are outstanding.M. Collection efforts are billed at $120.00 per hour, plus other related expenses. A one-hour minimum will be assessed to all collection processes, in addition to any fees charged by any 3rd party collection agency engaged to collect any and all fees owed.N. Contracts under suspension are not eligible for refunds.O. Policyholder agrees to be liable for all court and legal fees associated with the collection of any outstanding fees over (60) days.All customers also have the right to cancel their policy at any time. Reference to this can be found in Section E: TRANSFER, RENEW or CANCEL, 11. Right of Refusals and Contract Cancellation, A. The Policyholder can cancel this contract at any time. AND B. In the even Policy holder chooses to cancel coverage, a prorated refund will be given to Policyholder of record within (90) days of receiving a written cancellation notice, less any unpaid service fees.  A $50.00 administrative handling fee will also be assessed.  No such written request was ever received from [redacted] during the 12 months of his policy.  Therefore at this time, there is an outstanding balance for $235.35 due on his account and is a legitimate amount due.

[redacted], I apologize for the late reply.  [redacted] currently on maternity leave.  Attached you will find current and the previous year’s warranty contracts.  As you can see there is no change in the coverage.  I’ve also provided invoices, estimates and the receipts of what our cost was for this repair.  The invoices and estimates provided to [redacted] come directly from our service system, ServiceCEO.  As you can find on Google, this is legitimate web based software for service industry providers.  Platinum is willing to waive $163 on invoice 64181 for the shower cartridge replacement.  This would place a credit of $18 on [redacted]’s account. Please contact me for any additional questions.

A total scam. Pay $460 per year. Then if they are to come to your dwelling - $60 per visit. Poor service at contact point (young woman is obtuse and not verbally skilled)

Called them as new home has a heating problem. Half of the dwelling does not get sufficient air flow from the HVAC unit. So one side of the dwelling is frigid and more than 10 degrees cooler than where the thermostat is located.

First they want to charge for one visit that never happened. Second try I had to go out to the street outside my unit to guide the person in. (But they were here before?)

They looked at my system and agreed with me that one side of the home is cold. No written report. Nothing. I called them because my heat does not work well. They let me know that my heat does not work well.

They will provide no help.

Asked for a total refund.

No go.

Total waste of money - over $500 for nothing.

Customer service lady called many times to talk me into being satisfied with the total lack of action or service. She let me know that if I was lucky something else in the house would break that perhaps they would help with??

Ice maker on old Fridge that came with the place is broken. Fridge is on last legs. But I am afraid to call them because if they come out - it would cost another $60 just to have them stop by.

Terrible company - total scam. All money in no money out.

I’m sorry your experience was so lacking and understand how upsetting that must be. As per our phone discussion, the disputed $120 service fees were waived. If you have further questions or concerns, please don’t hesitate to contact us at [redacted] or

href="mailto:[email protected]">[redacted]

Review: Platinum Home Warranty sent me invoice [redacted] dated 8/2/2013 but sent it to me June 2014, nearly a year later. The invoice is for services from last summer, July 2013. At the time, I paid the required service fee of $60 and Platinum had never asked for any additional money so I was very surprised to get an invoice nearly a year later. The invoice has two service fees listed for the same date 7/25/2013 for a total of $120. Per my contract, I pay 1 service fee per incident and this was paid in full at the time of the incident. The company had to make several attempts to fix the problem, which was with the air conditioning unit. The multiple visits however were for the same air conditioning issue and were a direct result of the service technician's failure to diagnose the problem and accurately fix it. I had to get a second opinion from an outside company on the problem. Platinum used the information I gave from the other company to then come in and fix the AC because their own technician didn't understand how to fix it. Fortunately the other company waived their service fee or else I would have had to pay that on my own. Platinum's inability to fix the problem in a timely manner resulted in me having to discount the month's rent for my tenant who was with out AC and I was at a loss of $200.

I called Platinum several times about the invoice. They were supposedly looking into it and would call me back but I have never heard from anyone.

Then I received invoice [redacted] for a service fee 5/23/2014 that was also already paid. I called the company and they confirmed it was paid but didn't know why an invoice was sent.Desired Settlement: I want a letter from Platinum Home Warranty that confirms my service fees have been paid and I do not owe them anything. I also want $100 for the loss of rental income because they were unable to fix the problem in a timely manner. I lost $200 total in rental income total but I will split the difference because my tenant was slow to report the issue.

Business

Response:

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.

Consumer

Response:

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,

Review: On July 4, 2015 at 10 am, I noticed that my kitchen sink wasn't draining properly. I tried clearing the drain for any debris that might have been stuck. I ran the garbage disposal. Every time I did, water began seeping out of a wall more than ten feet away from the sink and poured onto my new hardwood floors.

I immediately called Platinum Home Warranty, as their platinum warranty was included with the purchase of my home ten months prior. Once I reached the customer service representative, I was told that they would page a technician and they'd have someone out shortly. I waited more than five hours before calling Platinum Home Warranty back and asked if they still intended on having someone out. They paged the technician again, and she finally called. She told me that it was not an emergency situation, and I would have to wait until Monday. I was a little annoyed, but I ultimately agreed.

The next day the leak in the wall was significantly worse and had begun to damage my flooring and drywall. Given the damage and the smell of stagnant water that had begun to attract insects, I considered it an emergency. I called Platinum Home Warranty again and said I would pay the weekend service fee. They said they would page the technician. An hour passed without a call from the technician. I called again. Another hour passed. I called a third time. It got to the point where the customer service representatives knew my phone number. But still, no technician called.

Fed up, I called a different plumber who was able to come out within 30 minutes, clear the drain, and take care of the leak in the wall. It's Monday morning, more than 3 hours after the company's start time, and no one has called me.Desired Settlement: Plumbing is clearly included in my warranty, yet no one has responded to my service call. While I did not pay the $60 service fee, $545 was paid upfront to Platinum Home Warranty in August of 2014 to resolve any home matter that was covered under the warranty. I want that money back. The negligence of the company and inability to communicate and provide a least an ounce of service has caused considerable damage to my home. I will have to rip out and replace a significant portion of my hardwood floors and have drywall replaced. With all things considered, I'm not sure what that $545 got me, because it certainly wasn't any sort of insurance on simple home repairs.

Business

Response:

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.

I have a fourteen year old ac unit made by a widely recognized company. It stopped working. After two diagnostic visits (one because I needed service on a Saturday (ac in Phoenix isn't an option), I was told that the compressor was bad. Platinum spent a day and then notified me that they could not locate a replacement and that ended their obligation. There is a clause in the agreement stating this but it certainly isn't what is implied when you are enticed into purchasing the agreement. My experience is, that for minor repairs the warranty may have some use. Remember, each visit costs $60. However, I can say that the cost of the policy far exceeds the amount of repair or replacements I have received. I would not recommend this coverage without recognizing the limitation of the contract.

I asked them to do the spring servicing on my A/C and I requested it during the required time frame. It took them two months, and then they charged me $60.00 to change out the thermostat...even though it was a standard thermostat and the original one I bought the home with was a programmable thermostat. I asked them to fix my dryer and after 3 attempts, they have not fixed it. The technician was rude and first he accused me of pushing the dryer too close to the wall. Then he accused me of overloading it...though he had no indication to provide him with these assumptions. I have to take off early from work because the time window is 1:00 - 3:00. And after 3 visits, I'm burnt out on the rude, slow service. I agreed to the warranty program as it was sold to me and the first thing they said when I called for service is that they don't do pre-existing conditions. There was nothing said about that in the promotional materials. I provided them my home inspection three times. I received a certificate showing what they would be servicing, and now all I get is stress. I paid to have the dryer fixed, and then I get a service technician treating me like a stupid woman and it has to be my fault if it's not working. I don't need that. If they don't want to honor their agreement, then give me back my $475.00 and I'll go to another company. I've heard of many reliable warranty companies in the last couple of days, just discussing this with others in my neighborhood.

My water is leaking. As soon as I noticed it I called platinum home warranty. Whom which I pay for. They said they would send someone the following day between 9-11am. So we waited and they never showed. This was on a Monday. So I called and they told me they couldn't get anyone out again till Friday. My water heater was getting worse by the minute. Really bad leak. Leaking outside as well as inside my garage now. The very rude lady on the phone told me to shut off my water. So I'm supposed to have no water for 4 days? she said I don't know what to tell you! I told her it was an emergency to get this fixed and it seemed like she really didn't care. so they sent someone out on Friday he just looked at it wrote down some part numbers. and told me he will be back on Tuesday to install a new water heater. it is now going on two weeks and I still don't have my problem fixed.the lady in the office will not return my phone calls I have emailed the company they will not respond to my emails. I still do not have this problem fixed I have had no hot water for almost two weeks. the water leak is really bad has gone into my walls ruined the cabinets in my garage. I'm so glad I pay these guys for them not to do their job.

Review: I called Platinum because my AC unit was leaking, they sent out a tech, he said my drip pan would probably have to be replaced but he put extra 'sticky tape' on it which should help with the leak for a little while. He took measurements of the pan because he was pretty confident it would have to be replaced. He told me if it started leaking again I could call in and order the pan since he took the measurements. My AC started leaking again so I called Platinum, they told me the pan isn't covered under warranty, I told them I would still like it fixed and asked for a quote on what it would cost to replace. They said since it's not covered under warranty it's not a priority for them. I waited several days, they never called me back, I called them again and they said they would need to send someone out to measure because they do not have the measurements the first tech took. [redacted] called and talked to them and they told him I would not have to pay another co-pay since they lost the measurements the first time. I called to confirm I would not be charged again. I then received a bill in the mail and called and spoke with [redacted], she said I was being charged because they came out 3 times. I only had 2 people come out, she then looked at the notes and saw they cancelled the service call because we already knew what the issue was (new pan).[redacted] was not willing to help me so I asked to speak to a supervisor, she said I had to send in an email to express my concerns with the bill, I asked for a name of a supervisor she would not provide me one, she eventually said she would have someone call me back but it would not be today. In my opinion this is very poor customer service. I paid the co-pay for the first visit which they took the measurements for the pan. During this visit the tech put 'sticky tape' on the pan for a temporary fix, I was willing to pay for the cost of the pan since it wasn't covered under warranty but they didn't want to be bothered to do a job that they did not cover. The second tech had to come out because they lost the measurements the first tech took of the drip pan.Desired Settlement: Remove the $60 charge from invoice [redacted]

Business

Response:

To Whom It May Concern:

First of all, the person that is filing this complaint is not the policy holder on record (see attached). We did however receive a phone call about this and we attempted to reach back out to this tenant to get this issue resolved without a return phone call. We were prepared to waive the $60 billing after explaining the process and why there would typically be a fee for this type of service, so that in the future they would be prepared to pay for such services. We were never able to explain this since our return call went unanswered. We initially went out on 5/1/2013 to respond to an 'AC leaking' call. Upon arriving, the tech found the issue was with the drain pan. He attempted to try to do a fix at that time since drain pans are not covered under the warranty. No measurements were ever taken at this visit since it's not a covered item. We let the tenant know we could return if the small fix didn't hold up but we would have to get the owners approval before doing so since again it is not covered under the warranty. We were contacted later and asked to go back to get the measurements to provide the quote for a new drain pan thus resulting in a second service visit of $60.

We are more than happy to waive this because of the confusion and again were prepared to do so when we attempted to reach out to this tenant. We wished we would have been given the opportunity to sort this out over the phone.

Consumer

Response:

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,