I purchased a home warranty when I bought my first home. The policy was for a year and I opted for the premium package to cover all that could just in case.
I don't make a lot of money and I wanted that extra help with out of pocket expenses. The first year was uneventful and was happy for that and decided to continue the same coverage the next year.
In March, '07 the refrigerator quit and of course it was right before the weekend. Called HSA and was told they didnt list a technician in this area and I would have to locate and pay for one myself and then I would be re-imbursed.
That repair cost about $182 and less the deductible plus all the food we lost... Of course we just filled it, isnt that always the way?
In June '07 the refrigerator quits again, lost more food again but that isnt included with most contracts. HSA now has a service contractor in the area and the next available appt. Is a week away.
June 29 Tech says defrost board bad, priority order to be delivered next day (6/30) or a "few days" and then to call and make another appt.
June 30 No board (go figure)
July 5 Called A&E to find out when board will be here... Found out from Dolores not shipped (processed) yet. I couldnt believe what I was hearing. Then I explained that the original tech suspected the compressor might be causing bad board. She said she would order compressor based on second opinion and would be here July 10 on emergency order.
July 9 Answering message: Called A&E for message about parts update, set appt. For July 17 or as soon as they can. If I wait until parts arrive Stephanie said then it would be that much longer to make another appt.
July 10 Board arrives
July 11 No compressor part in mail
July 17 Tech calls to get directions. Advised compressor had not arrived yet. He wasn't aware of compressor being ordered and would call back... Ten minutes later Hollis (Tech) explained no compressor had been ordered but he placed it on priority and to call again when it arrives. He advised the next available appt. Date would be July 26. Hollis also advised that the repairs are going to be expensive and that I should check with HSA to find out if they want to continue with the repair and to let them (A&E) know the answer.
I called HSA to file a complaint. Spoke to Gabriel and he apologized for A&E lack of attention. Stated he would be calling back tomorrow evening with a more definitive answer for us.
July 26 The Tech discovered that the refrigerator doesnt have a tag to tell how much refrigerant to charge the system. Packed up tools, parts and left with the explanation that his boss told him to leave.
We didnt get a call back from Gabriel as promised so I called to inquire what has been done. I had to leave a voice mail message and wait... Again.
I lost track of exact dates and times of all the phone calls and people we had to go through to finally get answers but I finally received a replacement on August 16, nearly three months later of anger and frustration, the so-called "comparable" replacement arrived. My choices were "comparable" or "cash-out". Neither were satisfactory replacements for what I had.
The delivery company did not install, just drop off. HSA said I would have to find an installer myself. I was told by the delivery company that they do install but that the warranty company did not pay for that.
Yesterday Dec 8, '07 I finally got the icemaker connected... On my own.
Between the Dorothy's, the Gabriels, the Stephanie's, the John's, Dolores... Etc. Unanswered phone messages, delays for service, excuses and apologies that even sound mechanical, the bottom line is that you dont get the good service that the brochures claim.
I understand that warranty companies have to meet certain criteria to justify claims but I am not so sure that I will be staying with this home warranty.
When searching for a good home warranty or any other service be it insurance or whatever, you only know to ask so many questions about their product before having to decide.
My advice... There are lots of companies out there that care more about the bottom line than they do about the consumers anymore. All you can do is hope for the best, research as much as possible and forge on.
Thank you for listening and for this site to help others make a better decision. If anything changes I will be posting updates.
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