I have been scammed by Home Warranty of America. I used my so-called home warranty for the first time after experiencing a plumbing problem last week.
I called the home warranty company and explained my problem (a musky odor coming from the wall that backs the master bedroom shower). A member of the warranty company told me directly that if the plumber had to enter the wall and the wall was repairable, they would take care of the holes. I was told that if the sheetrock needed to be replaced, I would be responsible for the cost of the repair.
The plumber on their list, which was the only plumber on their list, failed to contact me within the specified time. I contacted the plumber, and he could not give me an appointment time. This was on a Thursday, and I was told he may be able to come out on Saturday.
I advised him that I work, although if he could call with advance notice, I could make the appointment. I was never called that Saturday until I was 45 minutes away from home and not able to break away from what I was doing.
I was told that he was at my gate and ready to address my problem. I told him that I was unable to get home and that a phone call would have been nice. The plumber told me to call at a later time, and when he was at his office he could schedule an appointment. I told him that I was unsure if this would happen, and to forget the appointment.
I called the warranty company again and requested that they send a different plumber. I was advised that my account was on hold for a $65.00 service fee that had not been paid. I advised them that there had not been any service rendered and I was not going to pay for something I had not received. I was placed on hold so that the warranty member could speak to a manager. I was told that they would cover the $65.00 fee, even though the plumber stated that there had been an appointment and this is why he responded.
This immediately concerned me about the integrity of the plumber. I requested a different plumber and was told that this was the only plumber on the list.
With doubt, I placed a second claim with this plumber. I was told that I would be contacted first thing the next day. I again never received a call. I called the warranty company and explained this to them. I was placed on hold and advised that they had contacted the plumber and he would be calling.
The plumber called and an appointment was made. The plumber came to my home and advised my wife that he would have to cut a hole in the wall to find the root of the problem. He said he would have to call the warranty company first to get approval. The plumber received the approval and cut a hole in the wall, after stating that the warranty company had approved the hole so they would cover it. The plumber stated that the problem was a result of a hairline crack in the grout in the master bedroom shower. The plumber billed us $65.00 and left with no further directions or suggestions.
I contacted the warranty company and asked what was going to happen next. I was told that they were not going to cover the repair, as they did not cover shower pan problems or problems with caulking or grout. I told the member that I did not believe that this was the problem and asked if I could have a second opinion. I was told that they could send a second plumber, although if he stated that it was the result of the grout, I would be responsible for the full bill amount and not the $65.00.
I asked if they were going to fix my wall, and they stated that they were not, as the problem was not covered. I asked if the plumber had called to get approval before making the hole, and they stated that he did. I gave the employee their approval number, and I was told that this still would not be covered by the company.
I was then told that they would waive the additional $55.00 charged by the plumber that I would have been ultimately responsible for. I repeated this to her, and she stated that because the so-called problem was not covered, I would have been charged the full amount, even though it clearly states you will be charged a $65.00 service fee or the cost of service, whichever is less.
After numerous attempts, I never got an answer when I asked about their approval to make the holes, and why I was initially told that if the sheetrock was repairable they would fix it. I had a warranty company authorize a hole to be cut into my wall, but they would not repair it. They were going to charge me $55.00 for the remaining amount of the bill, even though it clearly states a $65.00 service fee or the total cost of service, whichever is less. The female employee was rude and unprofessional throughout the conversation (Linda, ext. #743).
I still have the problem and have contacted a private plumber, who stated that the problem had nothing to do with the grout. I contacted the warranty company with this information, and I was advised that if it was a shower pan problem, shower installation problem, drain problem, etc., they would not cover it. I was offered to have another plumber come out and look further into the problem.
This company, in my opinion, takes advantage of its customers, treats them unprofessionally and has no compassion for the very people who keep it in business. I am not just a vindictive person who is unhappy with a service. I truly believe there are thousands who have been put in my position by this company, and they are legal scam artists.
I plead that you do not support companies like this, or you will soon be a victim, not only of a home issue but of the company you have trusted and spent hard-earned money on to help you in need.
Thanks for listening.
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