On June 5th, a service call was placed to Home Warranty of America due to a leak that occurred on 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 machine was a new purchase. The rep took the description of what the problem was and dispatched it to a company called Plumbiing RX. Plumbing RX came out and diagnosed that in fact that the pipe was 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 reviewed my warranty coverage and said that I did not have a washer and/or dryer machine 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 and 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 machine had no relevance to the busted pipe. I had also requested to speak with a supervisor and spoke with a Mary K Herringwright. I explained the situation and same treatment was given. She informed me that no other explainations would be given to this matter.
Why have home warranty coverage, if you are not going to cover or honor your services? There is disappointment at 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 from 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 had asked for this complaint to be resolved in a timely manner. It is sad that a company can welcome you to their service but yet does not honor their commitment to their customers.
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