We recently purchased a home that had just gone into foreclosure. It was in decent shape, and my husband fell in love with it, so we bought it. We felt extra assurance in the fact that it came with a two year home warranty. That was a huge mistake.
We lived in the house about 10 weeks when the air conditioner went out. I called and they had someone come out about 4 days later. It was during an extremely hot heatwave, and our house was unlivable. We had to pay for a hotel for those 4 days. We thought it was acceptable (though we didn't love having to do that) since the awesome home warranty was going to repair our unit. HA! Mistake number 2. The man came and after 6 hours of working on it, thought he had fixed it. But it was not fixed, and he left so fast that he didn't know it. That was a Thursday. So, again we had to go to a hotel. This was becoming quite expensive. We called HomeProtect immediately and told them that it was still broken, doing exactly the same thing. (fan was blowing, but unit not coming on or cooling) It was above 90 degrees in our house.
Again, the customer service rep was very friendly and "sympathetic" and said she'd get him back out. It was the following Tuesday before he came back. Again, he worked for hours and it still was not fixed. Then he came the next day. He spent a while talking to the warranty company on the phone. He told them our unit had so many problems that it really needs to be replaced. It turned out that it is 15 years old and just has really bad problems, probably from age. He pleaded with them to just replace it. They refused. He found the main problem and did a temporary fix.
Now, a month later, he came to do the permanent repair on Wednesday. It was working well, and now, two days later, it is broken again. Naturally it is a Friday, and a holiday weekend. And we will have to stay in a hotel again.
With all of the money we have wasted on hotels and food (eating out at hotels, food in fridge ruining), we could have replaced the unit already. Of course, now we can't afford it. Not to mention the principle.
We are very angry and will absolutely NOT be going with Cross Country when we get another home warranty. I also have many friends who are asking about home warranties since we have one. I am recommending another company that my parents have and love.
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