On June 5th, a service call was placed to Home Warranty of America due to a leak in a pipe 3 inches from the slab, located behind the laundry room wall. I had not noticed any water leakage the previous day, and the washer and dryer were a new purchase. The rep took the description of the problem and dispatched it to a company called Plumbing RX. Plumbing RX came out and diagnosed that the pipe was in fact leaking. They called Home Warranty of America to verify coverage for fixing the pipe. Braden Wright of Home Warranty of America denied the claim. When I asked why, Braden stated, "because we had a new washer machine professionally installed that coverage was voided."
The customer rep, Braden Wright, stated that he had reviewed my warranty coverage and said that I did not have washer and/or dryer coverage. He also stated that leaky pipes were not covered. Yet our warranty coverage (Diamond Plan) shows that the washer and dryer are indeed covered, along with the covered plumbing system, which states that leaks and breaks of water, drain, gas, waste or vent lines are covered except if caused by freezing or roots. Due to these actions, we had to call a second plumber outside of the warranty, at our own cost. The cost amounted to $214.00. Both plumbers stated that installation of the washer had no relevance to the busted pipe. I also requested to speak with a supervisor and spoke with a Mary K Herringwright. I explained the situation and received the same treatment. She informed me that no other explanations would be given on this matter.
Why have home warranty coverage if you are not going to cover or honor your services? I am disappointed in the way Home Warranty of America treated this service call, and therefore we have decided to cancel our service with them. I have requested reimbursement for the outside plumbing services that I had to pay out of pocket ($214.00), along with full reimbursement of the cost of the coverage, which was $410.00. I asked for this complaint to be resolved in a timely manner. It is sad that a company can welcome you to its service and yet not honor its commitment to its customers.
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