Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
In their response dated May 5, 2014, Homelife Warranty Company claims that I will
be charged a cancellation fee with a pro-rated refund that “was explained to
him”I want to see factual information when this information was in fact “explained”
I contacted this company on April 25, (a day after beginning services) and
requested a copy of this policy so that I would be able to see exactly what I
was purchasing in lieu of committing blindly into a policyThis company’s
response is yet to be seen due to their supposed stellar customer service and
compliance with my requestI am assuming that a copy of my policy was lost in
the digital mail because, to date, a copy of this policy is yet to be received
I was notified that I had a ten day “look period” to cancel services with this
company, which I certainly did meetIf this company and/or their contractor
would have in fact looked deeper into the issue at hand they would not make
assumptions that all units within my mother’s policy has the same appliances
under the warranty purchasedOne unit has appliances purchased that aren’t
even months old, let alone years
Their claims are ludicrous and as I stated earlier, it’s companies like this that
hussle homeowners to purchase their policies, then turn around and refuse to
cover repairs when a claim is made and they simply only look out for themselves
Anything less than what was given to them ($2,total for both policies)
is simply unacceptableI should NOT have to pay for faulty coverage with
excessive limitations, unprofessional customer service and be feed excessively
for cancellation of coverage within their “look period” which was not even
explained in full detail
The fact and refusal of this company with neglecting to provide a copy of both policies
that were purchased should therein show their faultsThis negligence misinforms
the consumer what in fact is their coverage, their policies and expectations
let alone what their fees areAs stated before, this company makes too many
assumptions in lieu of providing facts since again, I was NEVER provided with a copy of my policies or explained any
termination/cancellation fees!
But, this company turns around and accuses their clients of being “mis-informed
homeowner” [sic]
DO NOT USE this companyThere address is wrong on the websiteThe fax # does not workThey are not very timelyThey make you feel like you are unreasonable when you are not happy about somethingI believe they only have contractor to use *** ***You can not reach them when there is an emergencyIf you want same day service you must pay times the deductibleDo yourself a favor and pay a little more and get a more reputable company it will be worth itLook at the reviews
This is the second home we have had Homelife warranty coverage We have had two claims and have been more than satisfied with both claims The company is very customer friendly and works diligently to address the problems The most recent claim was handled by Melissa She went well above and beyond to assist us She listened intently to our concerns and assisted us in getting a plumber to our house within hoursShe stayed until 7p.mworking to find someone to respondShe even followed up to make sure the plumber arrived on time and that our issue was taken care of Very good company! They followed through with everything the said they would do Will definitely use they in the future!
HomeLife Warranty Protection (HLWP) has received notification dated March 28, HLWP was informed that the above named consumer had submitted a documentation that she was not going to accept the response to her original complaint that HLWP submittedThis letter is the official response of HomeLife Warranty Protection to the 2nd complaint letter filed under above-mentioned complaint ID3/17/14: Ms *** 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 cooling3/18/2014: Technician reported:
*** called and stated that the unit that is 15yrs old…there was hard start kit on the unit that is blown, burnt wires going into the contact switch, condensing fan motor not moving it froze upThe compressor is heating up to where it has to be shut down after just a few minutesRecommendation: replace unit
Claim was denied:
The unit has lived beyond its life expectancyTHIS CONTRACT DOES NOT COVER ANY REPAIRS ORREPLACEMENT AS A RESULT OF:
OR SYSTEMS & APPLIANCES EXCEEDING THEIR LIFETIMES (Service Summary, Limitations of Liability, AGeneral, lines 2,6)
This is not an UNEXPECTED breakdownTHIS CONTRACT COVERS ONLY SYSTEMS & APPLIANCES LISTED AS COVERED THAT:
B) ARE UNEXPECTED BREAKDOWNS (Service Summary lines 2,4)
Upon the start or renewal of any HomeLife policy, an informational packet is sent to the homeownerThe exact email that was sent to Ms*** on 5/30/2013, which had attached the letter listing the specific items she has covered under the warranty, along with the actual contract that explains all of the coverage offered by HomeLife Warranty Protection, has been forwarded to the Revdex.com
The first document attached to this email is the same contract that was provided to Ms***; with some highlighted areas that show how the denial of the claim in question is supported by the policyThe second attachment is a copy of the actual quote that *** *** provided to Ms***As you will see, the quote was originally $3,If Ms*** accepted the offer from *** ***, HLWP agreed to contribute $toward the replacementThe customer requested an additional discount from *** ***They agreed to reduce the quote by another $The final quote offered to Ms*** by *** *** was $2,According to the HomeLife policy, the warranty does not cover items that have lived beyond their life expectancy, which based on the manufacturers warranty offered, the life expectancy is yearsThis unit is years oldHLWP is always trying to exceed the customers' expectationsFor this reason, HLWP offered a Customer Service Gesture of $toward this A/C replacement; even though it was outside of any coverage offered by HomeLifePlease let me know if you need anything further from HomeLifeI look forward to your reviewing your decision regarding this complaint (***)
To Whom it may Concern:
Mr*** did purchase home warranties with us, one for his personal house and one for his mothers fourplex - that much is true.
Mr*** called in to HomeLife Warranty Protection, LLc (HLWP) on 04/24/2014, and spoke to Mr*** - They
reviewed coverage and Mr*** decided to purchase (two) policies When Mr*** and Mr*** were going over all of the information for the properties he wanted to put a warranty on - it was discovered that Mr*** had let the polices lapse, and there was no previous coverage on either property Mr*** then informed Mr*** that he could put coverage on the properties immediately and not to worry about the lapse in coverageThey continued the conversation and Mr*** purchased both policies.
On April 28th, there was a claim called in for the fourplex, a dishwasher had failed HomeLife followed protocol and assigned a contractor to the claimThe contractor received the claim and called to schedule it - in a timely matter as well Mr*** states that the contractor was more concerned with collecting his service call fee then actually assessing the information to submit his findings to the warranty company Our contractors have a contract with us, that states they need to collect the service call fee prior to diagnosing any issue - if the contractor does not collect the service call fee from the customer, and the customer refuses to pay it (maybe because a claim was denied) then the contractor is the one that suffers that financial hardship, not the warranty company or the customer To HomeLifes' understanding Mr*** was not located at the property at the time the contractor showed up and all of the information he is receiving is second hand information from his property manager/brother Once the service call fee was paid to the contractor - he then proceeded to diagnose the issue with the dishwasher What the contractor found was the spray arm on the year old magic chef dishwasher was torn off Now this would be a perfect example of why the contractors all want to collect the service call fee prior to diagnosing the problem for any customer Due to the fact that the spray arm was torn off, and the mechanical failure did not come from wear and tear we could not cover the claim Homelife and the contractor did go one step farther to try to help the customer and find out if the part that was torn off the dishwasher was available to purchase for a repair at a discounted rate, unfortunately the dishwasher arm is no longer even available for purchase - due to the age of the magic chef dishwasher most of the parts are no longer manufactured or made Unfortunately HomeLife was unable to cover the claim that was submitted for a plethora of reasons, - the breakdown was not considered wear and tear - the parts are unavailable - the dishwasher was clearly past its life expectancy - since the dishwasher was 15+ years past its life expectancy "unexpected mechanical breakdown" does not qualify for this claim either, at that age you expect things to break down Could you imagine the contractor trying to get paid after that diagnosis?
The claims representative then called to inform Mr*** property manager/brother/*** of the findings*** then proceeded to belittle the contractor, belittle the claims representative and just portray himself in a very unprofessional manner He was yelling at the claim representative, cursing and making some very ludicrous accusations HomeLifes claims representative informed *** that if he kept speaking like that they were going to have to discontinue the call/conversation - *** seemed to become more enraged by that comment and the claim representative disengaged the phone call at that point This situation transpired at 5:26pm on April 30, At 9:37am on May 1st, 2014, the claims representative called and left a message for Mr*** to let him know what had happened with the property manager ***, thinking that we would be helping Mr*** out by letting him know what kind of property manager he had representing him (Homelife had no knowledge of this man being MrRivas' brother) - Mr*** is correct in saying that the representative was hanging up on his brother (***/Property Manager) - HomeLife does not believe any of our employees should be subject to rude and insulting behavior - therefore they are instructed to let the customer know that they will be ending the call and when they calm down they can call back to continue a conversation in an adult like manner It seems that part was never told to Mr*** or he chose to leave that part out of the complaint
As far as Mr*** complaint of a "horrible encounter" - unfortunately that is a personal opinion on his part and cannot be substantiated by any factual information HomeLife handled the claim swiftly, professionally, and as courteous as we could The claim was not covered for the reasons listed above, the property manager was rude, vulgar, and unprofessional, and now HomeLife has to suffer the consequences of a mis-informed Homeowner
After reviewing the file for MrRivas' request for a refund HomeLife has not refused to refund the policies to Mr*** we have to process them Mr *** Requested his refund on the 1st of May, today is the 5th, and he will have the refund by end of business today, however we will not be refunding Mr*** in full He will get a refund in full for his personal residence - due to the fact that there was never a claim issued on that property in the amount of $ For the fourplex he will get a pro-rated refund, because he put a claim in on that property, he will also be charged a cancellation fee, the refund amount for the fourplex will be $ The pro-rated refund was explained to him as stated in his original complaint The Total Refund amount will be $
Respectfully,
*** ***
HomeLife Warranty Protection
I was amazed at how great Homelife handled my claimThey were SO understanding of my needs and because it was an emergency repair, someone came in less than hoursI did have a small out of pocket cost which was fine, because both the contract and customer service rep had already explained that to me upfrontThe people that work there really go above and beyond to help their customers and I couldn't be happier with my experience with themIn times like that,when your home is in need of repair,especially a repair that could possibly cause more damage, you need people that let you know they understand, and are there for youThank you Homelife!
We have moved homes twice and they have assisted us extremely well from the startI can't say enough, they actually have great customer service, unlike others we have attempted to use, not to mention, their coverage is pretty awesome!
Its to bad people mostly post reviews If they have a negative experienceWe have had multiple great experiences with this company and we have used them for 7+ years, that should say a lot for anyone who is looking around
Happy hunting!
I've had several dealings with home warranty companies that left me asking "well, then what did I pay for"? With Home Life Warranty protection, every time I've needed them, they've been prompt and effectiveThat's why I've stayed a customer for so long (3+ yrs)Thank you for the new water heater!
Do not waste your moneyI have a property in Arizona, that is less than years oldThis home has many optionsA quality ceiling fan went bad, and this company would only replace it with a low-end cheap fanThe microwave also went bad, and after two trips by the technician, they decided it needed be replacedThis was a buimicrowave over the stoveThis company would not replace the microwave and offered me $I had no choice but to acceptIt is been almost a year and I still don't have the $The air conditioning also had a problem, and after their feeble attempts to repair the air conditioner, I hired a different companyThis company is not customer friendly
To whom it may concern
RE: Complaint ID#: ***
*** *** ***
HLWP has not changed it's position regarding tComplaint ID#: *** *** *** ***.
As previously stated, the homeowner put forth much effort to pay only one Trade Item Fee and still have two repairs completedThis is not permitted per HLWP service contract, which is once again attached for your referencing needs.
I have also attached a copy of the first response from HLWP, which seems to cover the issues brought forth in this 2nd complaint.
However, there has been an issue pertaining to an electrical problem brought into the complaint this go aroundHLWP cannot say that her point is truly understood with this complaintThe best guesstimate is that she feels like she has been overcharged by Expert Mechanical on an electrical service requestThat issue will need to be taken up with that contractor , as HLWP does not control pricing, billing, or collecting of monies for the contractorsPlease understand that HLWP Trade Item Fees are due per each repair that is covered by HLWP service contractConsidering this customer has renewed her HLWP service contract and is currently in her 2nd year of coverage, HLWP feels the homeowner has had ample amount of time to review the service contract
To Whom it May Concern,
HLWP of Texas, LLC has refunded Ms*** the pro rated unused service contract in the amount of $Please see attached credit receipt showing the refund to Ms ***The credit can take up to hours for the receiving financial institution
to credit the customers account.HLWP of Texas, LLC and its directors have taken the necessary steps to rectify this unique situation and to ensure this does not happen in the futurePlease see attached credit receipt showing the refund to Ms ***
Thank you
Sincerely,
HLWP of Texas, LLC
Escalation's Department
*** ***
***
So here is my actual scenario 06/19/2015: Arizona, have a home warranty with this company, get home at 550 pm on a Friday. Temps are ~110 ( going up to 114 tomorrow (Sat.)) - my A/C not working- called them right away. They said"...because it is ten to six on a Friday night (after business hours) I would need to pay the "emergency rate" for a company to come out before Monday. I said OK I need someone out tonight because it is 110 degrees out and tomorrow is 114 degrees. The rep told me he would have someone calling me shortly. Almost an hour later a person for the AC company calls me and says someone will call me shortly and the cost would be $150 to have him come over (instead of $45 contract fee because after business hours). I agree- then 2 minutes later get a call from AC to tell me that they cannot make it tonight and someone will be over tomorrow- at the same price of $150. HomeLife Warranty Protection should have at the very least someone to answer calls after hours (I did call them ~ 1 hour after I initially placed call to them and got answering machine that stated if I got someone other than who they assigned that my warranty is void). I am going to find another company who knows how to deal and treat with customers who keep them in business. In my opinion this company is just another sub- par offering to people who are looking for what is offered.
Filed a garage door warranty claim. Contractor, who was rude, said he would be here between 8 - 10. Didn't show up until 11:15 and was a jerk again! Then he had to send out for a technician and parts. Finally arrived at 1:30. When I called the warranty company they said I should be concerned about the welfare of the contractor! Then said they ween't going to babysit the contractor, I am out of a day of vacation because it took a whole day to repair. They couldn't give a crap. I came back to this warranty company after they practically begged for my business. I will NOT renew again regardless of the premium, Apparently their customers are not a priority. Once they have your annual premium, BEWARE!
Buyer beware. This by far is the worst home warranty company I have ever dealt with. I initially picked them because they are a local company located in Gilbert. The claims person Anthony was very unprofessional and made me feel like my business is expendable and was argumentative. Nearly every item in the home has some fine print that makes it not warrantable. We had two different claims and the warranty we were paying for was not applicable. I would NEVER recommend this company and have since cancelled my service with them. If the company reads this they should consider letting Anthony go because he doesn't do your company any favors.
HLWP is happy to report that this issue has been resolved with the customer directly. Upon receiving the original complaint, the customer was contacted to get all of the details from her and learn what needed to be done to satisfy her. After that conversation, I contacted Zimmermann Electrical. The...
sensitivity of the service request was explained to the contractor along with a request to expedite. The trade item fee was waived for the customer as an apology for the delay in service and the damages and losses she suffered as a result of that delay. HLWP had a contractor at the property within 48 hours of learning of the complaint. The repair was fully done and electrical issues fixed the following day when the technician returned and replaced the bad arc-fault breaker with a new one. The customer was contacted throughout this process to make sure her expectations were being met. The customer communicated that she was very happy with the resolution. We even discussed that she would let the Revdex.com know she was satisfied once HLWP submitted the response to her complaint. If there any further concerns, Ms. Caswell can contact us directly via phone or email. [redacted] and [redacted] or [redacted]
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 15 2014. 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, 2014 and diagnosed the unit had a burnt fuse and was only passing 86 volts. The technician replaced the fuse and unit was working (see attached Invoice). On July 12th, 2014 a different technician went out to assess the unit and found that the unit pops the breaker after 1 hour and 15 minuets. The technician recommends an electrician. The technician also found the unit needs a return installed in the utility closet for ventilation. On July 16th, 2014 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 maintained. On July 16th, 2014 [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 increased. I 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 records. Mrs. [redacted] said that she would provide the copy of the maintenance records to the claims department. She 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:1. Not a unexpected break down2. Unauthorized service provider3. Lack of Maintenance4. System has exceeded its life expectancy[redacted] explained to Mrs. [redacted] that the unit needed to be replaced. Clearly 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 contractor. So the fact that HLWP and [redacted] are sister companies does not matter when the diagnosis is the same. Also 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 operate. HLWP 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 VALID. ANY MALFUNCTION OF TRADE ITEMS RESULTING FROM RUST OR CORROSION IS NOT COVERED FOR THE FIRST THIRTY DAYS AFTER INITIATION OF THE CONTRACT. THIS 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 BREAKDOWNS. C) ARE NEEDED ONLY IN RESPONSE TO NORMAL WEAR & TEAR. D) WERE PROPERLY INSTALLED & IN GOOD & SAFE WORKING ORDER ON THE EFFECTIVE DATE OF THE CONTRACT. E) ARE REPORTED TO THE COMPANY DURING THE TERM OF THIS CONTRACT. F) ARE CALLED IN TO HLWP PRIOR TO ANY SERVICE PERFORMED. UNAUTHORIZED SERVICES PERFORMED BY UNAUTHORIZED OR AUTHORIZED CONTRACTORS WILL NOT BE COVERED OR REIMBURSED. CUSTOMER SERVICE CALL ###-###-#### WE ACCEPT SERVICE REQUESTS 24 HOURS A DAY, 365 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 NORMAL BUSINESS HOURS. IF ANY DIFFICULTIES ARISE WITH THIS PROCESS, PLEASE CALL OUR CLAIMS DEPARTMENT FOR PROMPT ASSISTANCE. RESPONSE TIME FOR SERVICE ON WEEKENDS & HOLIDAYS IS 48 HOURS. FOR 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 EFFORT. IF REQUESTS ARE MADE TO PERFORM ANY SERVICE OUTSIDE OF NORMAL BUSINESS HOURS, ADDIT IONAL FEES WILL BE REQUIRED FROM CONTRACT HOLDER, INCLUDING OVERT IME & PREMIUM LABOR CHARGE. HLWP REQUIRES NOTIFICATION OF CLA IM TO THE CLAIMS DEPARTMENT IN ORDER TO CONTACT AUTHOR IZED SERVICE PERSONNEL TO PERFORM SERVICE. SERVICES PERFORMED BY AUTHORIZED OR UNAUTHORIZED CONTRACTORS WILL NOT BE PAID OR REIMBURSED BY HLWP WITHOUT PRIOR AUTHORIZA-TION, AT THE SOLE DISCRETION OF HLWP. PLEASE 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 PERFORMED. IF 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 PAID. COVERAGE WILL BE RE-INSTATED WITHOUT CONTRACT PERIOD EXTENSION. TRADE 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 ROUTE. SERVICE IS GUARANTEED FOR 30 DAYS.Sincerely,Gennevere GarrisonHomelife Warranty Protection
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, 2015 HLWP of Texas, LLC will be refunding the second trade item fee in the amount of $55.00 per the homeowners specific contract. The 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: ###-###-####
I would like to warn any potential future clients that this warranty company is by far the worst warranty I have dealt with. I have three rental properties and I have always had them under warranty so I don't have to deal with my tenants when they have issues. It worked until I recently switched two of them to HomeLife because of their attractive offer. It was easy to sign up over the phone. When you sign up with warranty company, you expect that everything that they state it would be covered, it will be, right? Well, no, they do not pay for “discovering” and for “accessing” the problem and they conveniently forget to tell you this when sign up with them. This are the facts from my recent experience:
1. My tenant called me that there is a leak coming from the second floor toilet.
2. They contacted HomeLife and were told that I don't have a warranty with them.
3. I called HomeLife and straighten up this issue.
4. Contracted company was assigned to visit and repair the issue.
5. The contracted company called me and asked me to pay for the service call which I did over the phone.
6. The contractor called me from the house saying that he doesn't know where the issue is and the warranty doesn't pay to "discover" the issue. He also told me that it will cost me $450 to discover and fix the issue.
7. I tried to argue that it is only the wax ring that needs to be changed, but he insisted stating his side again.
8. I called the HomeLife and spoke with Kevin. He also familiarized me with their policy.
9. I told him to cancel my policy immediately, prorate and send me a check for the difference.
10. He explained that he can't cancel the policy over the phone?!?!?! Apparently, I would have to write them a letter explaining why I want to cancel and also, check this out, there is $75 cancelation fee!!!
11. I called the contractor and told him that I am certain that the issue is the wax ring. That way he doesn't have to "discover" the issue but just fix it.
12. He did this then he called me back and told me that I owe him $150 because the warranty does not pay to "access" the issue, read "removing the toilet"
13. I told him that beside the service call fee, I would not pay anything else and they would have to deal with HomeLife for the rest.
I will leave it up to you to decide the worthiness of this business!
I was extremely frustrated with how the whole situation unfolded. It is true that I did not read their policies, but how could I. I would expect this to be disclosed when you singing up over the phone. Just because they have put something in writing does not mean that their advertising is not misleading and that their policies are not shady. I still haven’t decided if I should cancel or wait for the contract to expire. One thing I know for sure! I would not renew with them.
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 appreciated. Very 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!!!
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.
PORTABLE OR FREESTANDING MICROWAVES; ROTISSERIES; MEAT PROBE ASSEMBLIES; DOOR GLASS; VENTS; FLUES; TIMERS; CLOCKS; Here is a copy of the disputed section of the home warranty. The door glass which is mentioned in not broken and we have told the company this repeatedly. The door itself is broken on the casing of the door not the glass. There is a reason that the company sends you a contract that has fonts so small that you need a magnifying glass to read it. This is the reason. They hope you won't be able to see the fine print. I have advised our realtor that I don't think it is in the best interests of her clients to recommend this company to her future clients. Since this is the second attempt on our part to make use of this contract ( we were not satisfied with that response either), I will only hope that nothing else of issue comes up before the end of the contract. We have had two previous home warranties and this is by far the worse experience of all.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
In their response dated May 5, 2014, Homelife Warranty Company claims that I will
be charged a cancellation fee with a pro-rated refund that “was explained to
him”I want to see factual information when this information was in fact “explained”
I contacted this company on April 25, (a day after beginning services) and
requested a copy of this policy so that I would be able to see exactly what I
was purchasing in lieu of committing blindly into a policyThis company’s
response is yet to be seen due to their supposed stellar customer service and
compliance with my requestI am assuming that a copy of my policy was lost in
the digital mail because, to date, a copy of this policy is yet to be received
I was notified that I had a ten day “look period” to cancel services with this
company, which I certainly did meetIf this company and/or their contractor
would have in fact looked deeper into the issue at hand they would not make
assumptions that all units within my mother’s policy has the same appliances
under the warranty purchasedOne unit has appliances purchased that aren’t
even months old, let alone years
Their claims are ludicrous and as I stated earlier, it’s companies like this that
hussle homeowners to purchase their policies, then turn around and refuse to
cover repairs when a claim is made and they simply only look out for themselves
Anything less than what was given to them ($2,total for both policies)
is simply unacceptableI should NOT have to pay for faulty coverage with
excessive limitations, unprofessional customer service and be feed excessively
for cancellation of coverage within their “look period” which was not even
explained in full detail
The fact and refusal of this company with neglecting to provide a copy of both policies
that were purchased should therein show their faultsThis negligence misinforms
the consumer what in fact is their coverage, their policies and expectations
let alone what their fees areAs stated before, this company makes too many
assumptions in lieu of providing facts since again, I was NEVER provided with a copy of my policies or explained any
termination/cancellation fees!
But, this company turns around and accuses their clients of being “mis-informed
homeowner” [sic]
DO NOT USE this companyThere address is wrong on the websiteThe fax # does not workThey are not very timelyThey make you feel like you are unreasonable when you are not happy about somethingI believe they only have contractor to use *** ***You can not reach them when there is an emergencyIf you want same day service you must pay times the deductibleDo yourself a favor and pay a little more and get a more reputable company it will be worth itLook at the reviews
This is the second home we have had Homelife warranty coverage We have had two claims and have been more than satisfied with both claims The company is very customer friendly and works diligently to address the problems The most recent claim was handled by Melissa She went well above and beyond to assist us She listened intently to our concerns and assisted us in getting a plumber to our house within hoursShe stayed until 7p.mworking to find someone to respondShe even followed up to make sure the plumber arrived on time and that our issue was taken care of Very good company! They followed through with everything the said they would do Will definitely use they in the future!
HomeLife Warranty Protection (HLWP) has received notification dated March 28, HLWP was informed that the above named consumer had submitted a documentation that she was not going to accept the response to her original complaint that HLWP submittedThis letter is the official response of HomeLife Warranty Protection to the 2nd complaint letter filed under above-mentioned complaint ID3/17/14: Ms *** 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 cooling3/18/2014: Technician reported:
*** called and stated that the unit that is 15yrs old…there was hard start kit on the unit that is blown, burnt wires going into the contact switch, condensing fan motor not moving it froze upThe compressor is heating up to where it has to be shut down after just a few minutesRecommendation: replace unit
Claim was denied:
The unit has lived beyond its life expectancyTHIS CONTRACT DOES NOT COVER ANY REPAIRS ORREPLACEMENT AS A RESULT OF:
OR SYSTEMS & APPLIANCES EXCEEDING THEIR LIFETIMES (Service Summary, Limitations of Liability, AGeneral, lines 2,6)
This is not an UNEXPECTED breakdownTHIS CONTRACT COVERS ONLY SYSTEMS & APPLIANCES LISTED AS COVERED THAT:
B) ARE UNEXPECTED BREAKDOWNS (Service Summary lines 2,4)
Upon the start or renewal of any HomeLife policy, an informational packet is sent to the homeownerThe exact email that was sent to Ms*** on 5/30/2013, which had attached the letter listing the specific items she has covered under the warranty, along with the actual contract that explains all of the coverage offered by HomeLife Warranty Protection, has been forwarded to the Revdex.com
The first document attached to this email is the same contract that was provided to Ms***; with some highlighted areas that show how the denial of the claim in question is supported by the policyThe second attachment is a copy of the actual quote that *** *** provided to Ms***As you will see, the quote was originally $3,If Ms*** accepted the offer from *** ***, HLWP agreed to contribute $toward the replacementThe customer requested an additional discount from *** ***They agreed to reduce the quote by another $The final quote offered to Ms*** by *** *** was $2,According to the HomeLife policy, the warranty does not cover items that have lived beyond their life expectancy, which based on the manufacturers warranty offered, the life expectancy is yearsThis unit is years oldHLWP is always trying to exceed the customers' expectationsFor this reason, HLWP offered a Customer Service Gesture of $toward this A/C replacement; even though it was outside of any coverage offered by HomeLifePlease let me know if you need anything further from HomeLifeI look forward to your reviewing your decision regarding this complaint (***)
To Whom it may Concern:
Mr*** did purchase home warranties with us, one for his personal house and one for his mothers fourplex - that much is true.
Mr*** called in to HomeLife Warranty Protection, LLc (HLWP) on 04/24/2014, and spoke to Mr*** - They
reviewed coverage and Mr*** decided to purchase (two) policies When Mr*** and Mr*** were going over all of the information for the properties he wanted to put a warranty on - it was discovered that Mr*** had let the polices lapse, and there was no previous coverage on either property Mr*** then informed Mr*** that he could put coverage on the properties immediately and not to worry about the lapse in coverageThey continued the conversation and Mr*** purchased both policies.
On April 28th, there was a claim called in for the fourplex, a dishwasher had failed HomeLife followed protocol and assigned a contractor to the claimThe contractor received the claim and called to schedule it - in a timely matter as well Mr*** states that the contractor was more concerned with collecting his service call fee then actually assessing the information to submit his findings to the warranty company Our contractors have a contract with us, that states they need to collect the service call fee prior to diagnosing any issue - if the contractor does not collect the service call fee from the customer, and the customer refuses to pay it (maybe because a claim was denied) then the contractor is the one that suffers that financial hardship, not the warranty company or the customer To HomeLifes' understanding Mr*** was not located at the property at the time the contractor showed up and all of the information he is receiving is second hand information from his property manager/brother Once the service call fee was paid to the contractor - he then proceeded to diagnose the issue with the dishwasher What the contractor found was the spray arm on the year old magic chef dishwasher was torn off Now this would be a perfect example of why the contractors all want to collect the service call fee prior to diagnosing the problem for any customer Due to the fact that the spray arm was torn off, and the mechanical failure did not come from wear and tear we could not cover the claim Homelife and the contractor did go one step farther to try to help the customer and find out if the part that was torn off the dishwasher was available to purchase for a repair at a discounted rate, unfortunately the dishwasher arm is no longer even available for purchase - due to the age of the magic chef dishwasher most of the parts are no longer manufactured or made Unfortunately HomeLife was unable to cover the claim that was submitted for a plethora of reasons, - the breakdown was not considered wear and tear - the parts are unavailable - the dishwasher was clearly past its life expectancy - since the dishwasher was 15+ years past its life expectancy "unexpected mechanical breakdown" does not qualify for this claim either, at that age you expect things to break down Could you imagine the contractor trying to get paid after that diagnosis?
The claims representative then called to inform Mr*** property manager/brother/*** of the findings*** then proceeded to belittle the contractor, belittle the claims representative and just portray himself in a very unprofessional manner He was yelling at the claim representative, cursing and making some very ludicrous accusations HomeLifes claims representative informed *** that if he kept speaking like that they were going to have to discontinue the call/conversation - *** seemed to become more enraged by that comment and the claim representative disengaged the phone call at that point This situation transpired at 5:26pm on April 30, At 9:37am on May 1st, 2014, the claims representative called and left a message for Mr*** to let him know what had happened with the property manager ***, thinking that we would be helping Mr*** out by letting him know what kind of property manager he had representing him (Homelife had no knowledge of this man being MrRivas' brother) - Mr*** is correct in saying that the representative was hanging up on his brother (***/Property Manager) - HomeLife does not believe any of our employees should be subject to rude and insulting behavior - therefore they are instructed to let the customer know that they will be ending the call and when they calm down they can call back to continue a conversation in an adult like manner It seems that part was never told to Mr*** or he chose to leave that part out of the complaint
As far as Mr*** complaint of a "horrible encounter" - unfortunately that is a personal opinion on his part and cannot be substantiated by any factual information HomeLife handled the claim swiftly, professionally, and as courteous as we could The claim was not covered for the reasons listed above, the property manager was rude, vulgar, and unprofessional, and now HomeLife has to suffer the consequences of a mis-informed Homeowner
After reviewing the file for MrRivas' request for a refund HomeLife has not refused to refund the policies to Mr*** we have to process them Mr *** Requested his refund on the 1st of May, today is the 5th, and he will have the refund by end of business today, however we will not be refunding Mr*** in full He will get a refund in full for his personal residence - due to the fact that there was never a claim issued on that property in the amount of $ For the fourplex he will get a pro-rated refund, because he put a claim in on that property, he will also be charged a cancellation fee, the refund amount for the fourplex will be $ The pro-rated refund was explained to him as stated in his original complaint The Total Refund amount will be $
Respectfully,
*** ***
HomeLife Warranty Protection
I was amazed at how great Homelife handled my claimThey were SO understanding of my needs and because it was an emergency repair, someone came in less than hoursI did have a small out of pocket cost which was fine, because both the contract and customer service rep had already explained that to me upfrontThe people that work there really go above and beyond to help their customers and I couldn't be happier with my experience with themIn times like that,when your home is in need of repair,especially a repair that could possibly cause more damage, you need people that let you know they understand, and are there for youThank you Homelife!
We have moved homes twice and they have assisted us extremely well from the startI can't say enough, they actually have great customer service, unlike others we have attempted to use, not to mention, their coverage is pretty awesome!
Its to bad people mostly post reviews If they have a negative experienceWe have had multiple great experiences with this company and we have used them for 7+ years, that should say a lot for anyone who is looking around
Happy hunting!
I've had several dealings with home warranty companies that left me asking "well, then what did I pay for"? With Home Life Warranty protection, every time I've needed them, they've been prompt and effectiveThat's why I've stayed a customer for so long (3+ yrs)Thank you for the new water heater!
Do not waste your moneyI have a property in Arizona, that is less than years oldThis home has many optionsA quality ceiling fan went bad, and this company would only replace it with a low-end cheap fanThe microwave also went bad, and after two trips by the technician, they decided it needed be replacedThis was a buimicrowave over the stoveThis company would not replace the microwave and offered me $I had no choice but to acceptIt is been almost a year and I still don't have the $The air conditioning also had a problem, and after their feeble attempts to repair the air conditioner, I hired a different companyThis company is not customer friendly
To whom it may concern
RE: Complaint ID#: ***
*** *** ***
HLWP has not changed it's position regarding tComplaint ID#: *** *** *** ***.
As previously stated, the homeowner put forth much effort to pay only one Trade Item Fee and still have two repairs completedThis is not permitted per HLWP service contract, which is once again attached for your referencing needs.
I have also attached a copy of the first response from HLWP, which seems to cover the issues brought forth in this 2nd complaint.
However, there has been an issue pertaining to an electrical problem brought into the complaint this go aroundHLWP cannot say that her point is truly understood with this complaintThe best guesstimate is that she feels like she has been overcharged by Expert Mechanical on an electrical service requestThat issue will need to be taken up with that contractor , as HLWP does not control pricing, billing, or collecting of monies for the contractorsPlease understand that HLWP Trade Item Fees are due per each repair that is covered by HLWP service contractConsidering this customer has renewed her HLWP service contract and is currently in her 2nd year of coverage, HLWP feels the homeowner has had ample amount of time to review the service contract
To Whom it May Concern,
HLWP of Texas, LLC has refunded Ms*** the pro rated unused service contract in the amount of $Please see attached credit receipt showing the refund to Ms ***The credit can take up to hours for the receiving financial institution
to credit the customers account.HLWP of Texas, LLC and its directors have taken the necessary steps to rectify this unique situation and to ensure this does not happen in the futurePlease see attached credit receipt showing the refund to Ms ***
Thank you
Sincerely,
HLWP of Texas, LLC
Escalation's Department
*** ***
***
So here is my actual scenario 06/19/2015: Arizona, have a home warranty with this company, get home at 550 pm on a Friday. Temps are ~110 ( going up to 114 tomorrow (Sat.)) - my A/C not working- called them right away. They said"...because it is ten to six on a Friday night (after business hours) I would need to pay the "emergency rate" for a company to come out before Monday. I said OK I need someone out tonight because it is 110 degrees out and tomorrow is 114 degrees. The rep told me he would have someone calling me shortly. Almost an hour later a person for the AC company calls me and says someone will call me shortly and the cost would be $150 to have him come over (instead of $45 contract fee because after business hours). I agree- then 2 minutes later get a call from AC to tell me that they cannot make it tonight and someone will be over tomorrow- at the same price of $150. HomeLife Warranty Protection should have at the very least someone to answer calls after hours (I did call them ~ 1 hour after I initially placed call to them and got answering machine that stated if I got someone other than who they assigned that my warranty is void). I am going to find another company who knows how to deal and treat with customers who keep them in business. In my opinion this company is just another sub- par offering to people who are looking for what is offered.
Filed a garage door warranty claim. Contractor, who was rude, said he would be here between 8 - 10. Didn't show up until 11:15 and was a jerk again! Then he had to send out for a technician and parts. Finally arrived at 1:30. When I called the warranty company they said I should be concerned about the welfare of the contractor! Then said they ween't going to babysit the contractor, I am out of a day of vacation because it took a whole day to repair. They couldn't give a crap. I came back to this warranty company after they practically begged for my business. I will NOT renew again regardless of the premium, Apparently their customers are not a priority. Once they have your annual premium, BEWARE!
Buyer beware. This by far is the worst home warranty company I have ever dealt with. I initially picked them because they are a local company located in Gilbert. The claims person Anthony was very unprofessional and made me feel like my business is expendable and was argumentative. Nearly every item in the home has some fine print that makes it not warrantable. We had two different claims and the warranty we were paying for was not applicable. I would NEVER recommend this company and have since cancelled my service with them. If the company reads this they should consider letting Anthony go because he doesn't do your company any favors.
HLWP is happy to report that this issue has been resolved with the customer directly. Upon receiving the original complaint, the customer was contacted to get all of the details from her and learn what needed to be done to satisfy her. After that conversation, I contacted Zimmermann Electrical. The...
sensitivity of the service request was explained to the contractor along with a request to expedite. The trade item fee was waived for the customer as an apology for the delay in service and the damages and losses she suffered as a result of that delay. HLWP had a contractor at the property within 48 hours of learning of the complaint. The repair was fully done and electrical issues fixed the following day when the technician returned and replaced the bad arc-fault breaker with a new one. The customer was contacted throughout this process to make sure her expectations were being met. The customer communicated that she was very happy with the resolution. We even discussed that she would let the Revdex.com know she was satisfied once HLWP submitted the response to her complaint. If there any further concerns, Ms. Caswell can contact us directly via phone or email. [redacted] and [redacted] or [redacted]
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 15 2014. 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, 2014 and diagnosed the unit had a burnt fuse and was only passing 86 volts. The technician replaced the fuse and unit was working (see attached Invoice). On July 12th, 2014 a different technician went out to assess the unit and found that the unit pops the breaker after 1 hour and 15 minuets. The technician recommends an electrician. The technician also found the unit needs a return installed in the utility closet for ventilation. On July 16th, 2014 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 maintained. On July 16th, 2014 [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 increased. I 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 records. Mrs. [redacted] said that she would provide the copy of the maintenance records to the claims department. She 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:1. Not a unexpected break down2. Unauthorized service provider3. Lack of Maintenance4. System has exceeded its life expectancy[redacted] explained to Mrs. [redacted] that the unit needed to be replaced. Clearly 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 contractor. So the fact that HLWP and [redacted] are sister companies does not matter when the diagnosis is the same. Also 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 operate. HLWP 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 VALID. ANY MALFUNCTION OF TRADE ITEMS RESULTING FROM RUST OR CORROSION IS NOT COVERED FOR THE FIRST THIRTY DAYS AFTER INITIATION OF THE CONTRACT. THIS 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 BREAKDOWNS. C) ARE NEEDED ONLY IN RESPONSE TO NORMAL WEAR & TEAR. D) WERE PROPERLY INSTALLED & IN GOOD & SAFE WORKING ORDER ON THE EFFECTIVE DATE OF THE CONTRACT. E) ARE REPORTED TO THE COMPANY DURING THE TERM OF THIS CONTRACT. F) ARE CALLED IN TO HLWP PRIOR TO ANY SERVICE PERFORMED. UNAUTHORIZED SERVICES PERFORMED BY UNAUTHORIZED OR AUTHORIZED CONTRACTORS WILL NOT BE COVERED OR REIMBURSED. CUSTOMER SERVICE CALL ###-###-#### WE ACCEPT SERVICE REQUESTS 24 HOURS A DAY, 365 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 NORMAL BUSINESS HOURS. IF ANY DIFFICULTIES ARISE WITH THIS PROCESS, PLEASE CALL OUR CLAIMS DEPARTMENT FOR PROMPT ASSISTANCE. RESPONSE TIME FOR SERVICE ON WEEKENDS & HOLIDAYS IS 48 HOURS. FOR 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 EFFORT. IF REQUESTS ARE MADE TO PERFORM ANY SERVICE OUTSIDE OF NORMAL BUSINESS HOURS, ADDIT IONAL FEES WILL BE REQUIRED FROM CONTRACT HOLDER, INCLUDING OVERT IME & PREMIUM LABOR CHARGE. HLWP REQUIRES NOTIFICATION OF CLA IM TO THE CLAIMS DEPARTMENT IN ORDER TO CONTACT AUTHOR IZED SERVICE PERSONNEL TO PERFORM SERVICE. SERVICES PERFORMED BY AUTHORIZED OR UNAUTHORIZED CONTRACTORS WILL NOT BE PAID OR REIMBURSED BY HLWP WITHOUT PRIOR AUTHORIZA-TION, AT THE SOLE DISCRETION OF HLWP. PLEASE 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 PERFORMED. IF 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 PAID. COVERAGE WILL BE RE-INSTATED WITHOUT CONTRACT PERIOD EXTENSION. TRADE 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 ROUTE. SERVICE IS GUARANTEED FOR 30 DAYS.Sincerely,Gennevere GarrisonHomelife Warranty Protection
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, 2015 HLWP of Texas, LLC will be refunding the second trade item fee in the amount of $55.00 per the homeowners specific contract. The 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: ###-###-####
I would like to warn any potential future clients that this warranty company is by far the worst warranty I have dealt with. I have three rental properties and I have always had them under warranty so I don't have to deal with my tenants when they have issues. It worked until I recently switched two of them to HomeLife because of their attractive offer. It was easy to sign up over the phone. When you sign up with warranty company, you expect that everything that they state it would be covered, it will be, right? Well, no, they do not pay for “discovering” and for “accessing” the problem and they conveniently forget to tell you this when sign up with them. This are the facts from my recent experience:
1. My tenant called me that there is a leak coming from the second floor toilet.
2. They contacted HomeLife and were told that I don't have a warranty with them.
3. I called HomeLife and straighten up this issue.
4. Contracted company was assigned to visit and repair the issue.
5. The contracted company called me and asked me to pay for the service call which I did over the phone.
6. The contractor called me from the house saying that he doesn't know where the issue is and the warranty doesn't pay to "discover" the issue. He also told me that it will cost me $450 to discover and fix the issue.
7. I tried to argue that it is only the wax ring that needs to be changed, but he insisted stating his side again.
8. I called the HomeLife and spoke with Kevin. He also familiarized me with their policy.
9. I told him to cancel my policy immediately, prorate and send me a check for the difference.
10. He explained that he can't cancel the policy over the phone?!?!?! Apparently, I would have to write them a letter explaining why I want to cancel and also, check this out, there is $75 cancelation fee!!!
11. I called the contractor and told him that I am certain that the issue is the wax ring. That way he doesn't have to "discover" the issue but just fix it.
12. He did this then he called me back and told me that I owe him $150 because the warranty does not pay to "access" the issue, read "removing the toilet"
13. I told him that beside the service call fee, I would not pay anything else and they would have to deal with HomeLife for the rest.
I will leave it up to you to decide the worthiness of this business!
I was extremely frustrated with how the whole situation unfolded. It is true that I did not read their policies, but how could I. I would expect this to be disclosed when you singing up over the phone. Just because they have put something in writing does not mean that their advertising is not misleading and that their policies are not shady. I still haven’t decided if I should cancel or wait for the contract to expire. One thing I know for sure! I would not renew with them.
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 appreciated. Very 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!!!
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.
PORTABLE OR FREESTANDING MICROWAVES; ROTISSERIES; MEAT PROBE ASSEMBLIES; DOOR GLASS; VENTS; FLUES; TIMERS; CLOCKS; Here is a copy of the disputed section of the home warranty. The door glass which is mentioned in not broken and we have told the company this repeatedly. The door itself is broken on the casing of the door not the glass. There is a reason that the company sends you a contract that has fonts so small that you need a magnifying glass to read it. This is the reason. They hope you won't be able to see the fine print. I have advised our realtor that I don't think it is in the best interests of her clients to recommend this company to her future clients. Since this is the second attempt on our part to make use of this contract ( we were not satisfied with that response either), I will only hope that nothing else of issue comes up before the end of the contract. We have had two previous home warranties and this is by far the worse experience of all.
Regards,
[redacted]