I actually do not have a problem with this company, but with the subcontractors that they sent out.
Had a leak in my bathroom (upper condo unit). Neighbor called me downstairs to see water stains on her ceiling. Immediately called home warranty. They sent someone out the next day.
He viewed my bathroom, downstairs ceiling, and told me that my unit could not have possibly caused that damage... And it must be due to their air conditioning unit. Nevertheless, fixed the minor drip in my tub, recaulked, and told me to wait 24 hours before running water to give caulk time to dry.
Only when the downstairs neighbors arrived home, did I learn they had no air conditioning unit... But I assured them that plumber had looked at both and had fixed the drip. At this point was willing to pay for my neighbors to repaint their ceiling.
Waited 48 hours to be safe... Upon taking a shower, a LARGE pool of water formed in the sheetrock in the lower unit causing paint to warp, and the sheet rock to cave in.in addition, water damage was done to the walls and the floorboards where the water ran down. I do not know what the initial plumber did but it made it WORSE!
Called American Home Warranty back and they sent out a second plumbing company for a follow up. This company looked at the damage done below, and at my bathroom. He cut a hole in the ceiling of the lower unit and replaced the faucet on my bathroom tub. I was again told to wait 24 hours for the new caulk to dry.in addition the caulking job that the plumber did was ATROCIOUS! I could have done a neater job myself. My neighbor and I decided the next time we tried to test the running water, we would wait until both were home so I could immediately shut off the water if there was a problem. The plumber called after the 24 hours to see if i had tested as he assured me if the problem wasn't fixed, he would come out again and fix it and he would not submit his work order claim until the job was done. I told him I had not tested it because my neighbor had not been home but that I would test it that evening. That evening, when we tested it, there was still a leak. I called the second plumber back but never received a return call from him.
I called American Home Warranty back again, and they said they would dispatch a 3rd company. I documented every problem with them as it happened and informed them I felt they were responsible for the additional damage after the first plumber they had dispatched had assured me the problem was fixed as I would not have run the water otherwise. American Home Warranty stood by their stance that they would fix the problem but they were not responsible for any damage to the property caused by the leak itself. Basically, they would not fix the walls or pay the insurance deductible to have it fixed.in a way, this was good because I am not sure I would have trusted the quality of worker that they would have sent out to fix the damage.
On this 3rd call, they, ironically, sent back someone from the first company (they told me this was the only company available). Luckily, it was a different plumber from that company and I showed him all of the paperwork (including the first paperwork from his company) so he was on notice. I also followed him as he did the work. He finally found the problem (after cutting a hole in my living room sheetrock which, at that point I didn't mind as long as the problem was fixed) and fixed it.
However, the damage caused by the first 2 incompetent plumbers resulted in a $500 insurance deductible that I had to pay out of pocket to fix.
I have a year long warranty but at the end of its term, I will not be renewing. I would rather save my monthly payments so if a problem DOES occur in the future, I can hire a reputable company who will fix the problem the first time.
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