Filed a garage door warranty claim Contractor, who was rude, said he would be here between - Didn't show up until 11:and was a jerk again! Then he had to send out for a technician and parts Finally arrived at 1: 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!
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] The only service I was interested in was the camping trip where people would be taught how to find the herbs in the wild I agreed to wait until that workshop was offered again, but the busienss cancelled it and never offered it again I am not interested in any other products offered by the business In my view, the 10-day cancellation claim does not apply because the business cancalled the event anyway I was not ever given the opportunity to go on the trip Regards, [redacted]
To Whom it May Concern,This is the official response from HLWP of Texas, LLC regarding Complaint ID# [redacted] I spoke with Ms [redacted] on January 7th, HLWP of Texas, LLC will be refunding the second trade item fee in the amount of $per the homeowners specific contractThe refund will be via check as requested by Ms [redacted] Check number [redacted] in the amount of $55.00.Please contact me if you need anything further.Sincerely, [redacted] Office ManagerHomeLife Warranty Protection (HLWP)HLWP of Texas, LLCHLWP of Nevada, LLCOffice: ###-###-#### - 1–###-###-####Fax: ###-###-####
Just wanted to jump on here and say thank you to this company From start to finish they have given us great attention and serviceVery understanding people I definitely recommend them!
I used multiple home warranty companies in the past and have had nightmare experiences I'm excited to say I love this one! They covered my AC unit with no hassles! Ben, the technician they sent out was great He cleaned up after himself which was very much appreciatedVery professional It was suggested to me to make sure I keep the units maintained and clean so it wouldn't void my warranty and I'm so glad that I did because there were NO HASSLES!!!
This letter is in response to complaint id# [redacted] Mrs [redacted] called in a claim for her HVAC unit for the property located at [redacted] [redacted] on July Homelife Warranty Protection, LLC (HLWP) had sent our sister company [redacted] to the home to diagnosis the breakdown for the HVAC system [redacted] arrived to the referenced property on July 2nd, and diagnosed the unit had a burnt fuse and was only passing voltsThe technician replaced the fuse and unit was working (see attached Invoice)On July 12th, a different technician went out to assess the unit and found that the unit pops the breaker after hour and minuetsThe technician recommends an electricianThe technician also found the unit needs a return installed in the utility closet for ventilationOn July 16th, a third technician was out at the above referenced property and found the compressor working, however was very weak and the indoor/outdoor coils were dirty as they have not been maintainedOn July 16th, [redacted] technician arrived to the above referenced property and diagnosed the unit to be working at the time however the ductwork and the returns for the home are undersized and the unit will not work properly until the return sizes are increasedI have attached all of the invoices for your review.During the time of the complaints and the different technicians that were looking at Mrs [redacted] 's Vacation house everyone had requested a copy of the maintenance recordsMrs [redacted] said that she would provide the copy of the maintenance records to the claims departmentShe has not [redacted] called and explained to Mrs [redacted] that there were multiple problems at the residence.• There were electrical issues• There were duct work issues• The unit was well past its life expectancy• The unit was in no way shape or form maintained or cleaned.• A secondary contract arrived at the scene and had the same concernsThe following is the reasons for the official denial:Not a unexpected break downUnauthorized service providerLack of MaintenanceSystem has exceeded its life expectancy [redacted] explained to Mrs [redacted] that the unit needed to be replacedClearly their diagnosis was correct because Mrs [redacted] had the unit replaced by an unauthorized contractor without the approval from her warranty company.As you can see by the attachments our contractors recommended the same repair that Mrs [redacted] had completed by an unauthorized contractorSo the fact that HLWP and [redacted] are sister companies does not matter when the diagnosis is the sameAlso you will see from the attached copy of our policy that we do not cover items that are outside of there life expectancies, we do not cover items that have not been maintained, and we do not cover outside contractors doing work for us without our prior authorization Mrs [redacted] decided to not respond to our requests for maintenance records, and she also decided to have a contractor outside of our network install her unit.Therefore she made decisions that affect how we as a company can operateHLWP understand she is upset, but we have a contract that we need to follow as well.LIMITATIONS OF LIABILITY (See Attached Policy) Service SummaryA) GENERAL: IN ORDER FOR ITEMS TO BE COVERED UNDER THIS CONTRACT, THEY MUST BE IN PROPER WORKING ORDER AT THE CLOSE OF THE CONTRACT SALE, & AT THE DISCRETION OF HLWP, HAVE BEEN PREVIOUSLY INSPECTED FOR THE INITIATION OF THE CONTRACT TO BE VALIDANY MALFUNCTION OF TRADE ITEMS RESULTING FROM RUST OR CORROSION IS NOT COVERED FOR THE FIRST THIRTY DAYS AFTER INITIATION OF THE CONTRACTTHIS CONTRACT DOES NOT COVER ANY REPAIRS OR REPLACEMENT AS A RESULT OF: MISUSE; ABUSE; FIRE; IMPROPER INSTALLATION; LACK OF MAINTENANCE; MAINTENANCE ; FLOOD; ACCIDENTS; TERRORISM & GOVERNMENT ECONOMIC CRISIS' (WHICH INCLUDES BUT IS NOT LIMITED TO WORLD OR DOMESTIC EVENTS THAT DIRECTLY IMPACT EXTREME PRICING FOR GOODS AND SERVICES THAT ARE OUT OF OUR REASONABLE CONTROL); VANDALISM; COSMETIC DEFECTS; DESIGN FLAWS; MANUFACTURER'S DEFECTS; STRUCTURAL DEFECTS; POWER FAILURE; SHORTAGE ; SURGE OR OVERLOAD; INADEQUATE CAPACITY; IMPROPER PREVIOUS OR ATTEMPTED REPAIR; SOLAR SYSTEMS; PEST OR PET DAMAGE; MISSING PARTS; OBSOLETE PARTS; MOLD; FREEZING; CHEMICAL OR SEDIMENTARY ACCUMULATION; COM- MERCIAL SYSTEMS OR APPLIANCES (OR MODIFIED COMMERCIAL EQUIPMENT USED FOR DOMESTIC OR SINGLE FAMILY DWELLINGS); OR SYSTEMS & APPLIANCES EXCEEDING THEIR LIFETIMES (BASED ON MANUFACTURER'S WARRANTY & SPECIFICATIONS IN ADDITION TO PROFESSIONAL ASSOCIATIONS THAT HLWP RECOGNIZES)A REPAIR, REPLACEMENT, OR MODIFICATION OF ANY COVERED SYSTEM OR COMPONENT FOR WHICH A MANUFACTURER HAS ISSUED A WARNING, RECALL, OR OTHER DESIGN FLAW OR DETERMINATION OF DEFECTS IS NOT COVERED.A) ARE LOCATED WITHIN THE PERIMETERS OF THE HOME FOUNDATION OR GARAGE (WITH THE EXCEPTION OF ITEMS MARKED ")B) ARE UNEXPECTED BREAKDOWNSC) ARE NEEDED ONLY IN RESPONSE TO WEAR & TEARD) WERE PROPERLY INSTALLED & IN GOOD & SAFE WORKING ORDER ON THE EFFECTIVE DATE OF THE CONTRACTE) ARE REPORTED TO THE COMPANY DURING THE TERM OF THIS CONTRACTF) ARE CALLED IN TO HLWP PRIOR TO ANY SERVICE PERFORMEDUNAUTHORIZED SERVICES PERFORMED BY UNAUTHORIZED OR AUTHORIZED CONTRACTORS WILL NOT BE COVERED OR REIMBURSEDCUSTOMER SERVICE CALL ###-###-#### WE ACCEPT SERVICE REQUESTS HOURS A DAY, DAYS A YEAR HLWP WILL, UPON RECEIVING YOUR CLAIM REQUEST, CONTACT AN AUTHORIZED SERVICE PROVIDER WHO WILL RESPOND DIRECTLY WITH CUSTOMER TO SCHEDULE A CONVENIENT APPOINTMENT DURING BUSINESS HOURSIF ANY DIFFICULTIES ARISE WITH THIS PROCESS, PLEASE CALL OUR CLAIMS DEPARTMENT FOR PROMPT ASSISTANCERESPONSE TIME FOR SERVICE ON WEEKENDS & HOLIDAYS IS HOURSFOR AN EMERGENCY, HLWP CLAIMS DEPARTMENT WILL PRIORITIZE REQUESTS BASED ON SAFETY, HEALTH DAMAGE CONTROL, & WILL DETERMINE WHAT REPAIRS CONSTITUTE AN EMERGENCY & WILL EXPEDITE EMERGENCY SERVICE WITH REASONABLE EFFORTIF REQUESTS ARE MADE TO PERFORM ANY SERVICE OUTSIDE OF BUSINESS HOURS, ADDIT IONAL FEES WILL BE REQUIRED FROM CONTRACT HOLDER, INCLUDING OVERT IME & PREMIUM LABOR CHARGEHLWP REQUIRES NOTIFICATION OF CLA IM TO THE CLAIMS DEPARTMENT IN ORDER TO CONTACT AUTHOR IZED SERVICE PERSONNEL TO PERFORM SERVICESERVICES PERFORMED BY AUTHORIZED OR UNAUTHORIZED CONTRACTORS WILL NOT BE PAID OR REIMBURSED BY HLWP WITHOUT PRIOR AUTHORIZA-TION, AT THE SOLE DISCRETION OF HLWPPLEASE CALL FOR INDEPENDENT CONTRACTOR CONDITIONS & REQUIREMENTS A TRADE ITEM FEE IS REQUIRED PER TRADE ITEM AT THE TIME SERVICE CONTRACTOR ARR IVES & PRIOR TO ANY WORK PERFORMEDIF MORE THAN ONE VISIT WITHIN THIRTY DAYS IS REQUIRED FOR THE SAME PROBLEM, A SECOND TRADE ITEM FEE IS NOT REQUIRED AT THE DISCRETION OF THE HLWP & THE AUTHOR IZED SERVICE PROVIDER HLWP WILL NOT RESPOND TO A NEW REQUEST UNTIL ALL PREVIOUS TRADE ITEM FEES, REQUIRED PREMIUMS, AND UNPAID ADDITIONAL FEES, IF APPLICAPLE, HAVE BEEN PAID AND SUSPENSION OF COVERAGE WILL BE ENFORCED UNTIL ALL FEES ARE PAIDCOVERAGE WILL BE RE-INSTATED WITHOUT CONTRACT PERIOD EXTENSIONTRADE ITEM FEE STILL APPLIES IN THE EVENT CUSTOMER FAILS TO BE PRESENT AT SCHEDULED TIME OF TRADE CALL, OR IN THE EVENT THEY CANCEL REQUEST WHILE SERVICE PERSONNEL IS IN ROUTESERVICE IS GUARANTEED FOR DAYS.Sincerely,Gennevere GarrisonHomelife Warranty Protection
Buyer bewareThis by far is the worst home warranty company I have ever dealt withI initially picked them because they are a local company located in GilbertThe claims person Anthony was very unprofessional and made me feel like my business is expendable and was argumentativeNearly every item in the home has some fine print that makes it not warrantableWe had two different claims and the warranty we were paying for was not applicableI would NEVER recommend this company and have since cancelled my service with themIf the company reads this they should consider letting Anthony go because he doesn't do your company any favors
HomeLife Warranty Protection (HLWP) has received your letter dated March 19, 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/ The homeowner called and stated that the unit that is located on the ground is not cooling the homeThe fan is running but again not cooling The work order was sent to [redacted] The appointment was scheduled for 3/18/ 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 problemOnce 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 upThe compressor is heating up to where it has to shut down after just a few minutesThe compressor performance is poor and causing the other issues within this unitThe technician also noticed that at some point previously there had been a hard start kit added to the unit, which is now blownSince 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 failedHe 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 $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 (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 coverageThis process normally takes 8-weeksHowever, I will personally expedite her request and process the cancellation to the very last stepAt that point it will be awaiting signature, which I am unable to any affect onAs 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 linkA 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] *** [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 withI 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 issuesIt worked until I recently switched two of them to HomeLife because of their attractive offerIt was easy to sign up over the phoneWhen 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 themThis are the facts from my recent experience: My tenant called me that there is a leak coming from the second floor toilet They contacted HomeLife and were told that I don't have a warranty with them I called HomeLife and straighten up this issue Contracted company was assigned to visit and repair the issue The contracted company called me and asked me to pay for the service call which I did over the phone 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 issueHe also told me that it will cost me $to discover and fix the issue I tried to argue that it is only the wax ring that needs to be changed, but he insisted stating his side again I called the HomeLife and spoke with KevinHe also familiarized me with their policy I told him to cancel my policy immediately, prorate and send me a check for the difference 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 $cancelation fee!!! I called the contractor and told him that I am certain that the issue is the wax ringThat way he doesn't have to "discover" the issue but just fix it He did this then he called me back and told me that I owe him $because the warranty does not pay to "access" the issue, read "removing the toilet" 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 unfoldedIt is true that I did not read their policies, but how could II would expect this to be disclosed when you singing up over the phoneJust 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 expireOne thing I know for sure! I would not renew with them
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below HomeLife's response on 4/16...a work order was submitted for the leakage of my pool pumpAccording to HomeLife I did not have pool coverageIf I didn't have pool coverage then why did they even open up a ticket, informed me I had to pay the service fee and send out a plumber to look at the leak? HomeLife's response on 4/Both the contractor and I called HomeLife at 11:AM MT to get authorization for the plumber to fix the leakThe plumber also had another number that the contractors useNobody picked up on either of the phone numbersIf they state that if you leave a message you would be called the next day..well then why wasn't I called back on Saturday or SundayIt wasn't until I filed the complaint with the Revdex.com that HomeLife called me back (either Monday or Tuesday)That makes it at least three days before I got called backI've had home owners insurance with [redacted] and [redacted] If you called "after hours" there was always an agent to answer the phone and a contractor would call you back within hrI only went with HomeLife because it was cheaperI guess you only get what you pay forAt no time did I call HomeLife or the agent any namesI did complain to the agent about the poorunacceptable service I received/didn't receive from HomeLife and that I was a new customerWhen I did talk to the agent she informed me that she would do what she could to get me a refund minus the cancellation feeI was cancelling my contract with HomeLife for their breach of contractTherefore, I had no intention of having a cancellation fee be subtracted from my refund when the problem was on their endThe agent informed me she would do her best and then call me back On 4/I called back HomeLife because I had not heard back from them regarding my refundThe agent informed me that they would refund my entire amount of $Which I was very happy aboutThe agent asked me if I would sign paperwork from HomeLifeI assume something along that the complaint was resolvedHomeLife has never sent me any paper work to dateI t [redacted] the agent I would be happy to review the paper work they were going to send to me and that I would go into this site to comment the action on the part of HomeLife were resolved to my satisfaction once my credit card was credited the $I just got off the phone with [redacted] and they informed me that the credit from HomeLife has not hit my charge card account yetTherefore, until the $credit hits my [redacted] account I would like to keep this complaint open Regards, [redacted]
I have been a customer of Homelife since March and absolutely love their serviceMy [redacted] front loader washing machine needed repair and they sent a technician to my house and I was charged the service callMy washer needed about $of parts ( new drum etc.)The parts were ordered and I was asked to call the tech as soon as the parts came inI did, and within a day the tech was here doing the repairsHe tested out the washer and I haven't had a problem sinceI expected to have to pay an additional service call when he came to do the repair, but that was not the caseI am a confirmed customer of HomeLife!
To Whom it May Concern: The customer was notified that he had a day free look (yes which he did stay within on his own property) However he submitted a claim for the fourplex - therefore the day free look does not apply I am sure if the dishwasher arm was available and the claim was able to be covered non of this would be an issue HomeLife strives to provide the best service we can to any and all of our customers Dealing with repairs that unfortunately cannot be covered for whatever reason create problems The customer becomes enraged, and the Warranty company no matter what company it is becomes the enemy As far as the policies - I suppose Mr [redacted] or myself will never know why he did not receive them via email We would never refuse or delay sending out a policy, the warranty company would have nothing to gain by practicing that business ethic The warranty company nor the contractor was assuming anything about the other units in his Mothers fourplex All the contractor did was assess the information for the unit that he was called to There was no faulty coverage on the policy, there were no excessive limits, and there was definitely not any unprofessional customer service on HomeLifes part or the part of the contractor As Mr [redacted] Stated in his first complaint "he was told he could cancel at any time with a pro-rated refund" The policies have both been cancelled and the credits have been initiated
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 servicesFurthermore they refused to send me a copy of the specific policy that they believe I have consistently claiming technical difficultiesFurthermore, 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
The sales people, specifically sales manager [redacted] at extension ***, will omit vitally important information. And when you ask for the call to be pulled you can bet his boss is covering for him. He will promise the world and then hide behind the contract. These people have every interest in your money and zero tolerance for customer service. I was promised a call back in 15 minutes. I called two days later and no one remembered me. Don't buy from [redacted] or his cronies.
Revdex.com: 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 $ The warranty stated that the unit including compressor, condenser was covered There were no exceptions on our warrantyI feel this company is operating fraudently by not standing by their warranty [redacted]
To Whom It May Concern:
This letter is in response to complaint ID#***. Mr*** called in to HomeLife Warranty Protection (HLWP) regarding his microwave door and handle that is broken and cracked by his explanation in multiple areasHLWP explained to Mr*** that
his warranty only covers unexpected mechanical breakdowns, cracks in the door and a broken handles are not one of the items that are covered in our policy. HLWP did not send a contractor out to Mr*** house because HLWP did not want him to occur an out of pocket for a Trade Item Fee knowing that we would not cover the items he has called in about. HLWP was actually trying to protect Mr*** from an added expense. I have attached a copy of the policy that is highlighted for quick reference
Sincerely,
*** ***
HomeLife Warranty Protection (HLWP)
Office: *** - ***
Fax: ***
***
HomeLife Warranty Protection (HLWP) has received notification
dated
April 20, 2014. HLWP was informed
that the above named consumer had submitted a complaint with the RevDex.com against HomeLife Warranty Potection, LLCThis letter is the
official response of HomeLife Warranty Protection, LLC to that complaint ID
***
3/10/14 Ms
*** purchased a home warranty for *** after speaking with a
HomeLife Sales representativeShe chose the Prestige Plan at our introductory
rate and the Elite OptionHer total annual rate was $350, which she paid in
full with her credit cardMs*** was then informed about our LOCK
program, which locks her annual renewal in at the introductory rateWhen asked
if she would like to LOCK her rate, Ms*** declined
4/16/ Claim
submitted for Ms*** pool pump createdWork Order # *** created and
sent to ***’s Plumbing
4/18/14 Contractor
was out to her property @ *** ***He did an assessment of the pool pump,
and then called HomeLife to find out if the repair needed would be
authorized. This is where the details
start to become unclearMs*** stated that both she and the technician
attempted to reach HomeLife around 11:am on 4/18/14. The office did close early that day due to it
being Good Friday; but not until 12:noonAt that point our phones were
forwarded to our afterhours phones. Once
this is done, a caller is given options when they call in to HomeLifeThe first
option is to leave a voice mail, and have their call returned on the next
business dayThe other option is to press and be transferred to our
answering serviceAt that point they will speak directly to a real person, who
will collect their name, address, phone number, and a brief description of
their emergencyThese callers are t*** that a HomeLife employee will contact
them with in hours.
**Immediately
upon receiving the complaint from Ms***, the answering service records
were checked and the company was calledIt was discovered that there was no
contact made to the answering service regarding Ms*** ‘s pool or even
her property at all.
4/21/14 ***When
the regular voicemail was checked Monday morning, there was message from the
technician stating that he needed authorization for the pool pump repair at Ms
***’s property
The
claims department called the contractor’s office twiceThe first call was
answered by a woman who stated that the technician was out in the field working
a very large job. She said she would try
to reach him and tell him to call HomeLifeThe second call was answered by the
business recording that allowed a voicemail to be left. The message left for ***’s plumbing
basically stated that HomeLife needed to speak with the technician immediately,
or as soon as possible, regarding an urgent matter pertaining to the work order
*** for *** ***
4/22/14 A
third attempt was made by HomeLife to reach the technician, by talking to the
same woman who answered the first phone call attemptShe said once again that
she would do her best to have the technician call HomeLife right away
Sometime
later that same day, the technician called in.
The first order of business was to ask him what time he tried to get
authorization on FridayIf he stated that the attempts were indeed made prior
to 12:noon, well then the warranty company was going to have to have an
investigation done into the business phones to determine whether or not some
sort of malfunction had occurred and find out if it was still actively
malfunctioning. The technician stated
that the calls to HomeLife were not made prior to 11:a.m. Since the evidence on the phone records
support the statement given by the technician, HomeLife concluded that Ms
*** might have simply gotten the times in which the original calls were
made to HomeLife on 4/18/
The
technician was also asked to describe his other attempts to reach Homelife
regarding this particular claimHe stated that he never spoke to a person
directly. This leads the warranty
company to believe that any of his attempts were never getting him to the
answering service. Since the answering
service was never actually contacted about this issue, there was no message
forwarded to a HomeLife representative, and therefore no attempt was made by
HomeLife to reach the technician for this report until the following business
day.
Ms
*** called in to HomeLife to complain and *** how very angry she was
with HomeLifeShe was outraged to such an extent that
It
was almost impossible for anybody to have a moment in between her audible
lashings to actually interject a single syllable into the word explosion. Ms*** called HomeLife a few
slanderous names, she demanded that she be refunded in full despite what the
HomeLife policy had to say about it, she threatened to use her 20+ years
experience in the real estate industry to ruin HomeLife’s customer base and
reputation, she even stated that she was very familiar with all social media
and she absolutely knows how to utilize this media to make sure HomeLife feels
the damageShe then asked the HomeLife representative if she knew what she was
sayingThe rep replied, “ Well if you are saying that you are going to use
your status on all social media sites to slander HomeLife unless you are given
a full refund, even though our policy states threat is not the protocol…well
then I guess I understand quite well.”
Ms*** said, “ YES, I am, and you understand exactly what I am
saying.”
4/23/2014 An
investigation into Ms***’s pool claim discovered that she does not even
have pool coverage on her policyShe purchased the Prestige Plan and Elite
coverage when she started the policyShe paid $350, which is the introductory
rate for the Prestige Plan and Elite CoverageThe lowest possible rate that
she could have been given for any coverage that included pool coverage is
$500. Considering that HomeLife sales
reps go over the coverage with a new customer when they purchase a policy, it
is unclear how Ms*** thought she had pool coverageIt is also unclear
how this was not noticed at the time her claim was submitted
4/25/2014 Authorization
received from upper management to give Ms*** her full refund
4/28/2014 HomeLife
contacted Ms*** and informed her of the absence of pool coverage on her
policyShe insisted that HomeLife was trying to be dishonest, and that she
paid extra for pool coverageShe was unwilling to accept anything that was
said to the contraryHomeLife also let her know that authorization to meet her
demand had been given by upper management
HomeLife asked her if this was an acceptable
resolutionShe agreedWhen asked to sign a document stating that she had
reached an agreement on how to resolve her Revdex.com complaint with HomeLife, she
insisted she would not sign anything until the full amount had been refunded to
her credit card. An attempt was made to
clarify that the document would state that the money had not been refunded as
of yet, only that the agreement was reachedShe stated again, she will sign
nothing until the money is refunded
4/29/2014 HomeLife
refunded the $to Ms***’s credit card
This letter is in response to complaint id#***Ms*** called in a service request on August 12th, for the property located at *** *** *** *** *** *** *** *** and stated that the master bath toilet was not flushing properlyHLWP of Texas, LLC sent *** *** *** to
the home upon arrival the technician reported to HLWP of Texas, LLC that the toilet needed a new flapper and a handle for the master bathroom toiletHLWP of Texas, LLC covered the flapper as that had failed due to wear & tear authorization #***However the handle was not covered as the technician stated the handle was broken using excessive force and the handle was missing completelyPlease see the attached service contract for coverage specifics
The following is the reasons for the official denial of the handle only:
Not a unexpected break down
Misuse & abuse
If any system, appliance or component is disabled due to any missing constituent parts
In closing Ms*** has requested a full refund, however HLWP of Texas, LLC will be following our outlined cancellation policyHLWP of Texas, LLC is in receipt of Ms*** cancellation and it will be processes per the contract outline
To Whom it May Concern:
HomeLife Warranty Protection, LLC (HLWP) has recognized that we fell short in our customer service in providing
"line-height: 1em;">prompt and efficient service to the Mr& Mrs***
HLWP has serviced the customer's sprinkler system and covered any breakdowns that are within the guidelines of the service contract coverageHLWP has also provided a refund to Mr& Mrs*** in the amount of the trade item fee of $The credit was issued to their via credit card on March 24th, 2016.
Sincerely,
Gennevere G***
HLWP ###-###-#### or ***@hlwp.co
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 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 $call fee, and did absolutely nothing to rectify the situation
Filed a garage door warranty claim Contractor, who was rude, said he would be here between - Didn't show up until 11:and was a jerk again! Then he had to send out for a technician and parts Finally arrived at 1: 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!
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] The only service I was interested in was the camping trip where people would be taught how to find the herbs in the wild I agreed to wait until that workshop was offered again, but the busienss cancelled it and never offered it again I am not interested in any other products offered by the business In my view, the 10-day cancellation claim does not apply because the business cancalled the event anyway I was not ever given the opportunity to go on the trip Regards, [redacted]
To Whom it May Concern,This is the official response from HLWP of Texas, LLC regarding Complaint ID# [redacted] I spoke with Ms [redacted] on January 7th, HLWP of Texas, LLC will be refunding the second trade item fee in the amount of $per the homeowners specific contractThe refund will be via check as requested by Ms [redacted] Check number [redacted] in the amount of $55.00.Please contact me if you need anything further.Sincerely, [redacted] Office ManagerHomeLife Warranty Protection (HLWP)HLWP of Texas, LLCHLWP of Nevada, LLCOffice: ###-###-#### - 1–###-###-####Fax: ###-###-####
Just wanted to jump on here and say thank you to this company From start to finish they have given us great attention and serviceVery understanding people I definitely recommend them!
I used multiple home warranty companies in the past and have had nightmare experiences I'm excited to say I love this one! They covered my AC unit with no hassles! Ben, the technician they sent out was great He cleaned up after himself which was very much appreciatedVery professional It was suggested to me to make sure I keep the units maintained and clean so it wouldn't void my warranty and I'm so glad that I did because there were NO HASSLES!!!
This letter is in response to complaint id# [redacted] Mrs [redacted] called in a claim for her HVAC unit for the property located at [redacted] [redacted] on July Homelife Warranty Protection, LLC (HLWP) had sent our sister company [redacted] to the home to diagnosis the breakdown for the HVAC system [redacted] arrived to the referenced property on July 2nd, and diagnosed the unit had a burnt fuse and was only passing voltsThe technician replaced the fuse and unit was working (see attached Invoice)On July 12th, a different technician went out to assess the unit and found that the unit pops the breaker after hour and minuetsThe technician recommends an electricianThe technician also found the unit needs a return installed in the utility closet for ventilationOn July 16th, a third technician was out at the above referenced property and found the compressor working, however was very weak and the indoor/outdoor coils were dirty as they have not been maintainedOn July 16th, [redacted] technician arrived to the above referenced property and diagnosed the unit to be working at the time however the ductwork and the returns for the home are undersized and the unit will not work properly until the return sizes are increasedI have attached all of the invoices for your review.During the time of the complaints and the different technicians that were looking at Mrs [redacted] 's Vacation house everyone had requested a copy of the maintenance recordsMrs [redacted] said that she would provide the copy of the maintenance records to the claims departmentShe has not [redacted] called and explained to Mrs [redacted] that there were multiple problems at the residence.• There were electrical issues• There were duct work issues• The unit was well past its life expectancy• The unit was in no way shape or form maintained or cleaned.• A secondary contract arrived at the scene and had the same concernsThe following is the reasons for the official denial:Not a unexpected break downUnauthorized service providerLack of MaintenanceSystem has exceeded its life expectancy [redacted] explained to Mrs [redacted] that the unit needed to be replacedClearly their diagnosis was correct because Mrs [redacted] had the unit replaced by an unauthorized contractor without the approval from her warranty company.As you can see by the attachments our contractors recommended the same repair that Mrs [redacted] had completed by an unauthorized contractorSo the fact that HLWP and [redacted] are sister companies does not matter when the diagnosis is the sameAlso you will see from the attached copy of our policy that we do not cover items that are outside of there life expectancies, we do not cover items that have not been maintained, and we do not cover outside contractors doing work for us without our prior authorization Mrs [redacted] decided to not respond to our requests for maintenance records, and she also decided to have a contractor outside of our network install her unit.Therefore she made decisions that affect how we as a company can operateHLWP understand she is upset, but we have a contract that we need to follow as well.LIMITATIONS OF LIABILITY (See Attached Policy) Service SummaryA) GENERAL: IN ORDER FOR ITEMS TO BE COVERED UNDER THIS CONTRACT, THEY MUST BE IN PROPER WORKING ORDER AT THE CLOSE OF THE CONTRACT SALE, & AT THE DISCRETION OF HLWP, HAVE BEEN PREVIOUSLY INSPECTED FOR THE INITIATION OF THE CONTRACT TO BE VALIDANY MALFUNCTION OF TRADE ITEMS RESULTING FROM RUST OR CORROSION IS NOT COVERED FOR THE FIRST THIRTY DAYS AFTER INITIATION OF THE CONTRACTTHIS CONTRACT DOES NOT COVER ANY REPAIRS OR REPLACEMENT AS A RESULT OF: MISUSE; ABUSE; FIRE; IMPROPER INSTALLATION; LACK OF MAINTENANCE; MAINTENANCE ; FLOOD; ACCIDENTS; TERRORISM & GOVERNMENT ECONOMIC CRISIS' (WHICH INCLUDES BUT IS NOT LIMITED TO WORLD OR DOMESTIC EVENTS THAT DIRECTLY IMPACT EXTREME PRICING FOR GOODS AND SERVICES THAT ARE OUT OF OUR REASONABLE CONTROL); VANDALISM; COSMETIC DEFECTS; DESIGN FLAWS; MANUFACTURER'S DEFECTS; STRUCTURAL DEFECTS; POWER FAILURE; SHORTAGE ; SURGE OR OVERLOAD; INADEQUATE CAPACITY; IMPROPER PREVIOUS OR ATTEMPTED REPAIR; SOLAR SYSTEMS; PEST OR PET DAMAGE; MISSING PARTS; OBSOLETE PARTS; MOLD; FREEZING; CHEMICAL OR SEDIMENTARY ACCUMULATION; COM- MERCIAL SYSTEMS OR APPLIANCES (OR MODIFIED COMMERCIAL EQUIPMENT USED FOR DOMESTIC OR SINGLE FAMILY DWELLINGS); OR SYSTEMS & APPLIANCES EXCEEDING THEIR LIFETIMES (BASED ON MANUFACTURER'S WARRANTY & SPECIFICATIONS IN ADDITION TO PROFESSIONAL ASSOCIATIONS THAT HLWP RECOGNIZES)A REPAIR, REPLACEMENT, OR MODIFICATION OF ANY COVERED SYSTEM OR COMPONENT FOR WHICH A MANUFACTURER HAS ISSUED A WARNING, RECALL, OR OTHER DESIGN FLAW OR DETERMINATION OF DEFECTS IS NOT COVERED.A) ARE LOCATED WITHIN THE PERIMETERS OF THE HOME FOUNDATION OR GARAGE (WITH THE EXCEPTION OF ITEMS MARKED ")B) ARE UNEXPECTED BREAKDOWNSC) ARE NEEDED ONLY IN RESPONSE TO WEAR & TEARD) WERE PROPERLY INSTALLED & IN GOOD & SAFE WORKING ORDER ON THE EFFECTIVE DATE OF THE CONTRACTE) ARE REPORTED TO THE COMPANY DURING THE TERM OF THIS CONTRACTF) ARE CALLED IN TO HLWP PRIOR TO ANY SERVICE PERFORMEDUNAUTHORIZED SERVICES PERFORMED BY UNAUTHORIZED OR AUTHORIZED CONTRACTORS WILL NOT BE COVERED OR REIMBURSEDCUSTOMER SERVICE CALL ###-###-#### WE ACCEPT SERVICE REQUESTS HOURS A DAY, DAYS A YEAR HLWP WILL, UPON RECEIVING YOUR CLAIM REQUEST, CONTACT AN AUTHORIZED SERVICE PROVIDER WHO WILL RESPOND DIRECTLY WITH CUSTOMER TO SCHEDULE A CONVENIENT APPOINTMENT DURING BUSINESS HOURSIF ANY DIFFICULTIES ARISE WITH THIS PROCESS, PLEASE CALL OUR CLAIMS DEPARTMENT FOR PROMPT ASSISTANCERESPONSE TIME FOR SERVICE ON WEEKENDS & HOLIDAYS IS HOURSFOR AN EMERGENCY, HLWP CLAIMS DEPARTMENT WILL PRIORITIZE REQUESTS BASED ON SAFETY, HEALTH DAMAGE CONTROL, & WILL DETERMINE WHAT REPAIRS CONSTITUTE AN EMERGENCY & WILL EXPEDITE EMERGENCY SERVICE WITH REASONABLE EFFORTIF REQUESTS ARE MADE TO PERFORM ANY SERVICE OUTSIDE OF BUSINESS HOURS, ADDIT IONAL FEES WILL BE REQUIRED FROM CONTRACT HOLDER, INCLUDING OVERT IME & PREMIUM LABOR CHARGEHLWP REQUIRES NOTIFICATION OF CLA IM TO THE CLAIMS DEPARTMENT IN ORDER TO CONTACT AUTHOR IZED SERVICE PERSONNEL TO PERFORM SERVICESERVICES PERFORMED BY AUTHORIZED OR UNAUTHORIZED CONTRACTORS WILL NOT BE PAID OR REIMBURSED BY HLWP WITHOUT PRIOR AUTHORIZA-TION, AT THE SOLE DISCRETION OF HLWPPLEASE CALL FOR INDEPENDENT CONTRACTOR CONDITIONS & REQUIREMENTS A TRADE ITEM FEE IS REQUIRED PER TRADE ITEM AT THE TIME SERVICE CONTRACTOR ARR IVES & PRIOR TO ANY WORK PERFORMEDIF MORE THAN ONE VISIT WITHIN THIRTY DAYS IS REQUIRED FOR THE SAME PROBLEM, A SECOND TRADE ITEM FEE IS NOT REQUIRED AT THE DISCRETION OF THE HLWP & THE AUTHOR IZED SERVICE PROVIDER HLWP WILL NOT RESPOND TO A NEW REQUEST UNTIL ALL PREVIOUS TRADE ITEM FEES, REQUIRED PREMIUMS, AND UNPAID ADDITIONAL FEES, IF APPLICAPLE, HAVE BEEN PAID AND SUSPENSION OF COVERAGE WILL BE ENFORCED UNTIL ALL FEES ARE PAIDCOVERAGE WILL BE RE-INSTATED WITHOUT CONTRACT PERIOD EXTENSIONTRADE ITEM FEE STILL APPLIES IN THE EVENT CUSTOMER FAILS TO BE PRESENT AT SCHEDULED TIME OF TRADE CALL, OR IN THE EVENT THEY CANCEL REQUEST WHILE SERVICE PERSONNEL IS IN ROUTESERVICE IS GUARANTEED FOR DAYS.Sincerely,Gennevere GarrisonHomelife Warranty Protection
Buyer bewareThis by far is the worst home warranty company I have ever dealt withI initially picked them because they are a local company located in GilbertThe claims person Anthony was very unprofessional and made me feel like my business is expendable and was argumentativeNearly every item in the home has some fine print that makes it not warrantableWe had two different claims and the warranty we were paying for was not applicableI would NEVER recommend this company and have since cancelled my service with themIf the company reads this they should consider letting Anthony go because he doesn't do your company any favors
HomeLife Warranty Protection (HLWP) has received your letter dated March 19, 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/ The homeowner called and stated that the unit that is located on the ground is not cooling the homeThe fan is running but again not cooling The work order was sent to [redacted] The appointment was scheduled for 3/18/ 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 problemOnce 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 upThe compressor is heating up to where it has to shut down after just a few minutesThe compressor performance is poor and causing the other issues within this unitThe technician also noticed that at some point previously there had been a hard start kit added to the unit, which is now blownSince 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 failedHe 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 $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 (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 coverageThis process normally takes 8-weeksHowever, I will personally expedite her request and process the cancellation to the very last stepAt that point it will be awaiting signature, which I am unable to any affect onAs 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 linkA 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] *** [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 withI 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 issuesIt worked until I recently switched two of them to HomeLife because of their attractive offerIt was easy to sign up over the phoneWhen 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 themThis are the facts from my recent experience: My tenant called me that there is a leak coming from the second floor toilet They contacted HomeLife and were told that I don't have a warranty with them I called HomeLife and straighten up this issue Contracted company was assigned to visit and repair the issue The contracted company called me and asked me to pay for the service call which I did over the phone 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 issueHe also told me that it will cost me $to discover and fix the issue I tried to argue that it is only the wax ring that needs to be changed, but he insisted stating his side again I called the HomeLife and spoke with KevinHe also familiarized me with their policy I told him to cancel my policy immediately, prorate and send me a check for the difference 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 $cancelation fee!!! I called the contractor and told him that I am certain that the issue is the wax ringThat way he doesn't have to "discover" the issue but just fix it He did this then he called me back and told me that I owe him $because the warranty does not pay to "access" the issue, read "removing the toilet" 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 unfoldedIt is true that I did not read their policies, but how could II would expect this to be disclosed when you singing up over the phoneJust 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 expireOne thing I know for sure! I would not renew with them
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below HomeLife's response on 4/16...a work order was submitted for the leakage of my pool pumpAccording to HomeLife I did not have pool coverageIf I didn't have pool coverage then why did they even open up a ticket, informed me I had to pay the service fee and send out a plumber to look at the leak? HomeLife's response on 4/Both the contractor and I called HomeLife at 11:AM MT to get authorization for the plumber to fix the leakThe plumber also had another number that the contractors useNobody picked up on either of the phone numbersIf they state that if you leave a message you would be called the next day..well then why wasn't I called back on Saturday or SundayIt wasn't until I filed the complaint with the Revdex.com that HomeLife called me back (either Monday or Tuesday)That makes it at least three days before I got called backI've had home owners insurance with [redacted] and [redacted] If you called "after hours" there was always an agent to answer the phone and a contractor would call you back within hrI only went with HomeLife because it was cheaperI guess you only get what you pay forAt no time did I call HomeLife or the agent any namesI did complain to the agent about the poorunacceptable service I received/didn't receive from HomeLife and that I was a new customerWhen I did talk to the agent she informed me that she would do what she could to get me a refund minus the cancellation feeI was cancelling my contract with HomeLife for their breach of contractTherefore, I had no intention of having a cancellation fee be subtracted from my refund when the problem was on their endThe agent informed me she would do her best and then call me back On 4/I called back HomeLife because I had not heard back from them regarding my refundThe agent informed me that they would refund my entire amount of $Which I was very happy aboutThe agent asked me if I would sign paperwork from HomeLifeI assume something along that the complaint was resolvedHomeLife has never sent me any paper work to dateI t [redacted] the agent I would be happy to review the paper work they were going to send to me and that I would go into this site to comment the action on the part of HomeLife were resolved to my satisfaction once my credit card was credited the $I just got off the phone with [redacted] and they informed me that the credit from HomeLife has not hit my charge card account yetTherefore, until the $credit hits my [redacted] account I would like to keep this complaint open Regards, [redacted]
I have been a customer of Homelife since March and absolutely love their serviceMy [redacted] front loader washing machine needed repair and they sent a technician to my house and I was charged the service callMy washer needed about $of parts ( new drum etc.)The parts were ordered and I was asked to call the tech as soon as the parts came inI did, and within a day the tech was here doing the repairsHe tested out the washer and I haven't had a problem sinceI expected to have to pay an additional service call when he came to do the repair, but that was not the caseI am a confirmed customer of HomeLife!
To Whom it May Concern: The customer was notified that he had a day free look (yes which he did stay within on his own property) However he submitted a claim for the fourplex - therefore the day free look does not apply I am sure if the dishwasher arm was available and the claim was able to be covered non of this would be an issue HomeLife strives to provide the best service we can to any and all of our customers Dealing with repairs that unfortunately cannot be covered for whatever reason create problems The customer becomes enraged, and the Warranty company no matter what company it is becomes the enemy As far as the policies - I suppose Mr [redacted] or myself will never know why he did not receive them via email We would never refuse or delay sending out a policy, the warranty company would have nothing to gain by practicing that business ethic The warranty company nor the contractor was assuming anything about the other units in his Mothers fourplex All the contractor did was assess the information for the unit that he was called to There was no faulty coverage on the policy, there were no excessive limits, and there was definitely not any unprofessional customer service on HomeLifes part or the part of the contractor As Mr [redacted] Stated in his first complaint "he was told he could cancel at any time with a pro-rated refund" The policies have both been cancelled and the credits have been initiated
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 servicesFurthermore they refused to send me a copy of the specific policy that they believe I have consistently claiming technical difficultiesFurthermore, 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
The sales people, specifically sales manager [redacted] at extension ***, will omit vitally important information. And when you ask for the call to be pulled you can bet his boss is covering for him. He will promise the world and then hide behind the contract. These people have every interest in your money and zero tolerance for customer service. I was promised a call back in 15 minutes. I called two days later and no one remembered me. Don't buy from [redacted] or his cronies.
Revdex.com: 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 $ The warranty stated that the unit including compressor, condenser was covered There were no exceptions on our warrantyI feel this company is operating fraudently by not standing by their warranty [redacted]
To Whom It May Concern:
This letter is in response to complaint ID#***. Mr*** called in to HomeLife Warranty Protection (HLWP) regarding his microwave door and handle that is broken and cracked by his explanation in multiple areasHLWP explained to Mr*** that
his warranty only covers unexpected mechanical breakdowns, cracks in the door and a broken handles are not one of the items that are covered in our policy. HLWP did not send a contractor out to Mr*** house because HLWP did not want him to occur an out of pocket for a Trade Item Fee knowing that we would not cover the items he has called in about. HLWP was actually trying to protect Mr*** from an added expense. I have attached a copy of the policy that is highlighted for quick reference
Sincerely,
*** ***
HomeLife Warranty Protection (HLWP)
Office: *** - ***
Fax: ***
***
HomeLife Warranty Protection (HLWP) has received notification
dated
April 20, 2014. HLWP was informed
that the above named consumer had submitted a complaint with the RevDex.com against HomeLife Warranty Potection, LLCThis letter is the
official response of HomeLife Warranty Protection, LLC to that complaint ID
***
3/10/14 Ms
*** purchased a home warranty for *** after speaking with a
HomeLife Sales representativeShe chose the Prestige Plan at our introductory
rate and the Elite OptionHer total annual rate was $350, which she paid in
full with her credit cardMs*** was then informed about our LOCK
program, which locks her annual renewal in at the introductory rateWhen asked
if she would like to LOCK her rate, Ms*** declined
4/16/ Claim
submitted for Ms*** pool pump createdWork Order # *** created and
sent to ***’s Plumbing
4/18/14 Contractor
was out to her property @ *** ***He did an assessment of the pool pump,
and then called HomeLife to find out if the repair needed would be
authorized. This is where the details
start to become unclearMs*** stated that both she and the technician
attempted to reach HomeLife around 11:am on 4/18/14. The office did close early that day due to it
being Good Friday; but not until 12:noonAt that point our phones were
forwarded to our afterhours phones. Once
this is done, a caller is given options when they call in to HomeLifeThe first
option is to leave a voice mail, and have their call returned on the next
business dayThe other option is to press and be transferred to our
answering serviceAt that point they will speak directly to a real person, who
will collect their name, address, phone number, and a brief description of
their emergencyThese callers are t*** that a HomeLife employee will contact
them with in hours.
**Immediately
upon receiving the complaint from Ms***, the answering service records
were checked and the company was calledIt was discovered that there was no
contact made to the answering service regarding Ms*** ‘s pool or even
her property at all.
4/21/14 ***When
the regular voicemail was checked Monday morning, there was message from the
technician stating that he needed authorization for the pool pump repair at Ms
***’s property
The
claims department called the contractor’s office twiceThe first call was
answered by a woman who stated that the technician was out in the field working
a very large job. She said she would try
to reach him and tell him to call HomeLifeThe second call was answered by the
business recording that allowed a voicemail to be left. The message left for ***’s plumbing
basically stated that HomeLife needed to speak with the technician immediately,
or as soon as possible, regarding an urgent matter pertaining to the work order
*** for *** ***
4/22/14 A
third attempt was made by HomeLife to reach the technician, by talking to the
same woman who answered the first phone call attemptShe said once again that
she would do her best to have the technician call HomeLife right away
Sometime
later that same day, the technician called in.
The first order of business was to ask him what time he tried to get
authorization on FridayIf he stated that the attempts were indeed made prior
to 12:noon, well then the warranty company was going to have to have an
investigation done into the business phones to determine whether or not some
sort of malfunction had occurred and find out if it was still actively
malfunctioning. The technician stated
that the calls to HomeLife were not made prior to 11:a.m. Since the evidence on the phone records
support the statement given by the technician, HomeLife concluded that Ms
*** might have simply gotten the times in which the original calls were
made to HomeLife on 4/18/
The
technician was also asked to describe his other attempts to reach Homelife
regarding this particular claimHe stated that he never spoke to a person
directly. This leads the warranty
company to believe that any of his attempts were never getting him to the
answering service. Since the answering
service was never actually contacted about this issue, there was no message
forwarded to a HomeLife representative, and therefore no attempt was made by
HomeLife to reach the technician for this report until the following business
day.
Ms
*** called in to HomeLife to complain and *** how very angry she was
with HomeLifeShe was outraged to such an extent that
It
was almost impossible for anybody to have a moment in between her audible
lashings to actually interject a single syllable into the word explosion. Ms*** called HomeLife a few
slanderous names, she demanded that she be refunded in full despite what the
HomeLife policy had to say about it, she threatened to use her 20+ years
experience in the real estate industry to ruin HomeLife’s customer base and
reputation, she even stated that she was very familiar with all social media
and she absolutely knows how to utilize this media to make sure HomeLife feels
the damageShe then asked the HomeLife representative if she knew what she was
sayingThe rep replied, “ Well if you are saying that you are going to use
your status on all social media sites to slander HomeLife unless you are given
a full refund, even though our policy states threat is not the protocol…well
then I guess I understand quite well.”
Ms*** said, “ YES, I am, and you understand exactly what I am
saying.”
4/23/2014 An
investigation into Ms***’s pool claim discovered that she does not even
have pool coverage on her policyShe purchased the Prestige Plan and Elite
coverage when she started the policyShe paid $350, which is the introductory
rate for the Prestige Plan and Elite CoverageThe lowest possible rate that
she could have been given for any coverage that included pool coverage is
$500. Considering that HomeLife sales
reps go over the coverage with a new customer when they purchase a policy, it
is unclear how Ms*** thought she had pool coverageIt is also unclear
how this was not noticed at the time her claim was submitted
4/25/2014 Authorization
received from upper management to give Ms*** her full refund
4/28/2014 HomeLife
contacted Ms*** and informed her of the absence of pool coverage on her
policyShe insisted that HomeLife was trying to be dishonest, and that she
paid extra for pool coverageShe was unwilling to accept anything that was
said to the contraryHomeLife also let her know that authorization to meet her
demand had been given by upper management
HomeLife asked her if this was an acceptable
resolutionShe agreedWhen asked to sign a document stating that she had
reached an agreement on how to resolve her Revdex.com complaint with HomeLife, she
insisted she would not sign anything until the full amount had been refunded to
her credit card. An attempt was made to
clarify that the document would state that the money had not been refunded as
of yet, only that the agreement was reachedShe stated again, she will sign
nothing until the money is refunded
4/29/2014 HomeLife
refunded the $to Ms***’s credit card
This letter is in response to complaint id#***Ms*** called in a service request on August 12th, for the property located at *** *** *** *** *** *** *** *** and stated that the master bath toilet was not flushing properlyHLWP of Texas, LLC sent *** *** *** to
the home upon arrival the technician reported to HLWP of Texas, LLC that the toilet needed a new flapper and a handle for the master bathroom toiletHLWP of Texas, LLC covered the flapper as that had failed due to wear & tear authorization #***However the handle was not covered as the technician stated the handle was broken using excessive force and the handle was missing completelyPlease see the attached service contract for coverage specifics
The following is the reasons for the official denial of the handle only:
Not a unexpected break down
Misuse & abuse
If any system, appliance or component is disabled due to any missing constituent parts
In closing Ms*** has requested a full refund, however HLWP of Texas, LLC will be following our outlined cancellation policyHLWP of Texas, LLC is in receipt of Ms*** cancellation and it will be processes per the contract outline
To Whom it May Concern:
HomeLife Warranty Protection, LLC (HLWP) has recognized that we fell short in our customer service in providing
"line-height: 1em;">prompt and efficient service to the Mr& Mrs***
HLWP has serviced the customer's sprinkler system and covered any breakdowns that are within the guidelines of the service contract coverageHLWP has also provided a refund to Mr& Mrs*** in the amount of the trade item fee of $The credit was issued to their via credit card on March 24th, 2016.
Sincerely,
Gennevere G***
HLWP ###-###-#### or ***@hlwp.co
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 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 $call fee, and did absolutely nothing to rectify the situation