Among the issues that some consumers cite are problems getting a repair done in a timely manner, which can cause a host of problems. People without a home warranty can generally choose their own repairperson, book an appointment at a (somewhat) convenient time and wait for the repair to be done. With a home warranty, however, the home warranty company generally books the appointment with one of its approved repair people. And it can take a long time to get an appointment.
Jerry C. (real name withheld) writes to Lawyers and Settlements about his issues with a home warranty company that include not providing a competent contractor to repair a kitchen faucet and hot water dispenser. “Contractor either does not show up or shows up outside of appointment hours,” Jerry writes. In addition to showing up for one appointment two hours early - when there was no one available who could make decisions about repairs to the home - the contractor simply failed to show up for the second appointment. “[The home warranty company] then unilaterally closed the claim because it had been more than 30 days since the claim was filed,” Jerry writes.
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“I explained to them I notified them as soon as I found the problem and that it might have not been working for a couple of weeks unknown to me because my filter runs from 2 a.m. til 8 a.m. to conserve electricity,” Frank writes. He says as soon as he noticed the issue, he contacted his warranty company. Furthermore, he says he does his own cleaning and maintenance for his pool, but was told such maintenance had to be done by a licensed pool contractor, even though Frank says his contract does not specify that requirement. “Bottom line is they tried every angle they could to justify not honoring my claim. There has to be a way to put a stop to these kind of business practices.”