XPD Warranty Group, Inc.

Review: I have a home warranty with XPD Home Warranty company and the last 2 times they have denied the coverage of things that have broken down in my home. The company said that I should make the repairs and they would reimburse me, however that is not part of the terms of the contract. My washer broke and they would give me a $120 for a replacement, however I had to pay for the service call which was $55. Now it's been a month since the $120 check was promised and now they state I have to sign an agreement. This also applies to my heater. They stated that I didn't maintain proper upkeep on the heater, however it was maintained through another home warranty.Desired Settlement: I desire that the company complies with the warranty and replace my heater or refund the remainder of the contract.

Business

Response:

[redacted] has requested to cancel his policy and get a prorated refund of the remainder. We have honored this request and [redacted] will be sent a check within 48hrs. Sent on: 2/4/2015 3:52:48 PM

Review: Purchased home warranty from [redacted] in 2013, they are now operating under/as XPD Home Warranty. Had 1st service call in August 2014 for AC Unit (the unit was not cooling the house properly). Before this request another licensed technician (not with XPD) came out and inspected the unit and said there was a leak in one of the hoses and replaced the freon that had leaked and stated the hose would need to be replaced. A 2nd technician that was referred by XPD (Colonial) came out and saw the hole and submitted a claim to them. The response that I got from the technician was that since the freon levels were replaced and had not leaked all the way out, XPD would not cover any replacements and to wait until all of the freon leaked out again and submit a new claim. I called XPD for an explanation and was told that the technician reported to them that there was no leak and so the claim was denied. I did not get the same story from anyone at the company outside of the claim was denied. Each person that I spoke with claimed to be a member of management and could not assist on my account. At this time, I requested to cancel. While talking to the rep, I asked him how much of a refund that I would receive and what the cancellation process was. He stated he was unsure and that all he was responsible for was sending the request via e-mail to another department and I would receive communication from them and confirmed my e-mail address. This did not sound right to me so I asked that he hold off on the cancellation until I found out exactly what my refund would be and what the cancellation process was. The rep confirmed that I did not want to cancel before the call was ended. This all took place in August 2013. On 09/03/14, I received a check for $7.70 and called the company to see what this was for and was told this was my prorated fee for cancelling minus the cancellation fee. I explained what happened the last time that I spoke with a rep from the company and asked to have the call pulled to confirm our conversation. The rep then put me on hold and came back and said that the IT department did listen to the call and heard my request to cancel. I asked did they listen to the entire call since before we got off the line, I made it clear that I did not want to cancel without knowing what my refund would be and the cancellation process steps. He proceeded to say, yes you requested to cancel and that's it. I then asked him how he could know since it would be the IT department that listened to the call and asked to speak with someone in that department. He would not transfer me. I asked to speak to a manager and he said he would tell me the same thing but would try to page one. He placed me on hold and then came back and said he was a member of management and could not find a manager. I requested an address to send in my request. At no point did the original rep mention a cancellation fee or that the amount refunded would be based on a non-discounted rate, when I originally asked questions he had no information since he claimed the cancellation would be handled by a different department. Now I call today at the same number and the rep is fluent in what happens when an account is cancelled down to quoting amounts. They will not review the call to see what was said and only offered an address to send my complaints, which I will be doing today. XPD will not reinstate my services without me paying the full amount, even though the contract is supposed to be until 04/15. My account was not supposed to be cancelled and as a result, I have been without home warranty coverage. I received no e-mail or follow-up call to confirm any cancellation. I also found out online that this company was not supposed to issue new contracts in Texas after 2012 and mine started 02013.Desired Settlement: I was told over the phone that the non-discounted rate for service was $498.50 for the year (I have 2 months free and was advised this does not play a part in calculating proration fees for the cancelation). I am asking 1st for my contract to be reinstated until the original contract date of 04/15 or a refund of $200.00 which is 5 months (September - February) minus the check that I was send for $7.70 since I was not advised of any cancelation fees and did not want to cancel my account without knowing the amount of the refund or the cancelation process.

Business

Response:

we are writing to you in response to the letter we received dated 9/4/2014.please note that we have spoken to the customer in regards to her refund amount and have come to the understanding that the correct amount is $145.20. Check # 1072 for $7.70 was sent and received by the customer and check #1095 for $137.50 was sent to the customer for a total of $145.20. this is the correct prorated amount. We did not charge any cancellation fees.

Sent on: 9/24/2014 9:50:56 AM

Review: XPD (AKA Select Home Warranty) never received a signed contract from me authorizing payment for two home warranty policies. They charged me $798 on 8/30/2014 after I requested a refund on 8/29/2014. After not receiving a refund in the 3-5 business days as promised in email I called again on 9/08/2014 and was promised a refund. That never happened, so I emailed AGAIN on 10/21/2014 demanding refund plus interest for holding payment for services never rendered. I still have not received a refund as of 10/22/2014.

They refuse to accept responsibility for holding money from August 30th till present. Again, contracts were never signed and services have never been rendered, but money is STILL being held.

I have emails and written documentation to back up all of the above information.

I would like a thorough investigation into unethical and probably illegal business practices immediately.

Sincerely,

[redacted]Desired Settlement: Here is the letter I emailed to XPD/Select Home Warranty 10/21/2014 that states my desired outcome. I would also like to add to this that I would encourage a thorough investigation of their business practices.

NOTICE TO: XPD/Select Warranty Group, Inc.

One International Blvd.

Suite 400

Mahwah, New Jersey 07495-0400:

TAKE NOTICE THAT:

1. Pursuant to phone call between [redacted] and “[redacted]” and “[redacted]” at XPD/Select Home Warranty dated 8/29/2014, and email from [redacted] dated 8/29/2014 at 10:05 AM CST, [redacted] was owed a refund of $399.00 + $399.00 = $798.00 for policies S[redacted] and [redacted]. These policy contracts were never signed or started, and no services were ever rendered to [redacted]. (See attached email referenced above)

2. Phone call and email to XPD/Select Home Warranty Group dated 9/08/2014 at 4:48 PM CST confirms the above (See attached emails)

3. Monies owed have not been refunded as of 10/21/2014 at 11:30 AM CST.

4. You are hereby required to PAY $798.00 + $292.91 (1.5% daily compounding interest X 21 business days) = $1,090.91 no later than 10/27/2014.

5. Payment is to be made by money order or cashier’s check made payable to Kyle Preston Peery.

6. Payment is to be made by mail to the following address: [redacted] 7. If you fail to pay the above mentioned monies owed totaling $1,090.91 [redacted] will commence legal action to recover monies owed.

THIS DEMAND LETTER NOTICE IS GIVEN PURSUANT TO THE APPLICABLE LAWS OF THE STATE OF TEXAS AND IN NO WAY IMPAIRS OR LIMITS ANY OF THE OTHER REMEDIES OR RIGHTS UNDER THE SAID LAWS.

Issued on: 21st day of October, 2014

___________________________ [redacted]

Business

Response:

The client did cancel his policy on 8/30/2014 and should have been refunded. There was a lapse on our part and when the client emailed us on 10/21/2014 and brought this to out attention we immediately apologized and refunded his card the same day. I have included a receipt of this refund. We sincerely apologize for the delay in this refund but truly it was a error and not malicious or underhanded occurred. We did reach out to the client again on 10/29/2014 to discuss this issue but we were rebuffed. We apologize for any inconvenience this has caused [redacted] and he has been refunded in full. The client is requesting interest because of this delay in the amount of 1.5% compounded daily, which is over 547% on an annual basis and clearly way above any reasonable interest request. We are willing to offer the client $25 for the inconvenience which would more than cover any interest he may have lost on his $798.00 in any checking or savings account.

Sent on: 10/29/2014 1:59:55 PM

Consumer

Response:

Review: Compnay canceled the home warranty policy in error and refuses to reinstate it, even though it is paid for through Feb 2016Desired Settlement: Reinstate the policy through the contracted end date.

Business

Response:

XPD did contact Mr [redacted] to let him know that there was an error and we would honor his policy, he did let us know that the problem he had was fixed and if he had any other issue he would reach out to XPD. Policy is still active. Sent on: 6/15/2015 2:05:55 PM

Consumer

Response:

After having a good experience with HWA, I decided to save a few dollars and shop around. Colonial Home Warranty (XPD) sold me a 3 year plan, first call every year free, sounded good. My A/C compressor seized 1 1/2 months after paying, I called in the claim and they later called back that I had a 30 day waiting period on the compressor which seemed obvious had passed. Reading the terms, the 30 days on the compressor was another 30 days on top of the first 30, 60 total. They would never admit it and I was out of luck, paying out of pocket.That winter, the heat would not come on when it was very cold out and the contractor they would call out would not come if it was too cold. When he did show up during warmer days, the heat worked and instead he would only complain about Colonial not paying. I figured out a way to get it to put out heat and after numerous instances of no heat, finally called someone off the internet who came over immediately, diagnosed a bad blower capacitor that only caused problems when the usage demand was too high when it was very cold. A few months ago the garage door would make a banging noise when opening and I called in a claim. I mentioned the belt may be the problem, since I could see a spot that didn't look like the rest on the belt. When I did not hear back, I spent 3 days with no answers except the night service which could not help. When I did get hold of someone, it was always the same person, he said they had phone problems and said my email address was blocked to them. I was then informed that since the door worked, it was not under warranty. A month or 2 later the opener quit opening and I called in a claim. Same thing, didn't hear back and when I did, I was told because I did not fix the door after the previous phone call a few months before, it was not covered. I was astounded how they could call themselves a home warranty company and I cancelled the policy requesting a refund on the prepaid premium, I received a check for a little over $20, similar to stories I read on the internet how they treated other customers and the typical refund.

Anyone shopping for a home warranty would be best advised to stay away from XPD (the name Colonial morphed into). I only spent ore money after giving them money and they did little except bank what I paid for a 3 year policy.

Review: A three year ( 5/3/13-7/20/16) home warranty was purchased in the amount of $900. I called XPD on June 4, 2014 and spoke with Paul Ruben. I explained to him I still lived at the property but wanted to inquire how much a refund would be if I decided to cancel. He stated he wouldn't know unless he submitted the request. I was VERY clear that I did not want the policy cancelled until I knew the outcome because it might not be worth it. I could just transfer it to my ex-husbands name who would still be living that the covered address on Cedar Brush. He stated I would receive an email within a week from the company. On June 10th I received a check in the mail in the amount of $27.39. Mad was an understatement!!!!!!!!!! I NEVER received an email, call or authorize for Paul to cancel until I was notified with the "outcome". That doesn't even make common since. Why would I pay $900 for one year of service to receive $27.39 back??Desired Settlement: I would like my contract reinstated, a new contract activated to replace the original with the same terms, or a refund for at least half the amount paid.

Business

Response:

Customer had 14 months of service at the rate of $41.54 monthly for $581.56, XPD paid out $241.02 on claims and there is a $50 cancellation fee. for a total of $27.42. check #1229 was already sent out. We can waive the cancellation fee and have the $50 check sent out immediately.

Sent on: 6/30/2014 2:16:39 PM

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution has incorrect information provided. I paid $900 with a non-prorated rate of $1293.75 totaling $35.93 monthly. I had 14 months of service $503.02, plus $241.02 in claims, $50 cancellation, and a check for $27.42. I will accept a refund for the cancellation fee of $50 effective immediately in addition to the refund of $78.54 owed to me discussed per phone, totalling $128.54. A refund of $128.54 will be satisfactory and will close this case.

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Review: I have purchased a home warranty with this company. I filed a claim with them. The claim number is: [redacted]. My microwave is not working because it's body frame broke. I was first told that it doesn't get covered. After talking with the supervisor [redacted], I was told that rather than repairing it, since the microwave is more than 10 years old, it would be better if I just replace it and he would try to get me the claim. During my talk with [redacted], I mentioned several times that I want them to fix it or replace it whatever is required. I was told to send them the cost of replacement, etc. I did e-mail them on Sept.17th. Then, I went ahead and changed my microwave. Today I was informed that company hasn't approved the claim. My contract says that if item needs repairing or replacement then they would do it.Desired Settlement: I would like company to pay me replacement cost. The microwave cost me $190.79 + $109 installation cost. Total amount $ 299.79. I have the receipts to support my claim.

Business

Response:

The customer's policy states that trim and physical damage are not covered.Customer's microwave did work and did heat food, we confirmed this with the customer on 3 separate occasions, on 9/10/14 again on 9/11/14 and a 3rd time on 9/17/14. on all 3 occasions we reminded him that the policy does not cover such issues but he could repair/replace his unit and send a bill for review and a possible courtesy and possible partial reimbursement. The policy reads: 12. XPD Warranty Group, Inc. is not liable for repair or replacement of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, physical damage, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure Once again, the unit was functioning properly and only had a trim issue. the customer decided to replace the unit but his is not covered by the policy. We have emailed pictures showing this damage. We will approve $50 as a courtesy to assist the customer.

Sent on: 10/7/2014 12:08:13 PM

Consumer

Response: