NY, NEW YORK -- Much like other's experiences with National Home Protection there is no "resting easy knowing we are covered" with National Home Protection. I have been without heat for 9 days and they can only tell me that "valves" are not covered. They cite the "Fireplaces and key valves" as the reason - yet when I explain what a key valve is and that the gas valve and control unit that I'm told by my service tech that I need is something different, I get "talk to the disputes department - and oh by the way only via email. It has been 7 days since I started emailing the disputes department... with no reply. This company is a joke. DON'T sign a contract with them!
NEW YORK -- I just want to warn people not to waste their money on a warranty with this company. I do not have the energy after dealing with them to rehash it all. They do not do anything they say they will. Unless you have the time to file suit against them save your money and go with another company. They owe me more money than I paid for the coverage and I know I will never see it. They have no customer service and will ignore your calls, emails, certified mail, etc. The only time you will hear from them is when your coverage is expiring and then you will get an email a day for 3 months and calls nonstop to every number they have on file for you.
When the people calling are asked what they are going to do about the open claims and the pending lawsuit you have filed against them, they just respond that it is not their department and they just want to resign you. Good luck to all that have coverage with the company.
LAS VEGAS -- The only thing that this company will ever cover is anything that is less than $100. When you call for a claim it will take anywhere from 15 to 40 minutes. You will be told that the contractor will have your info in 1/2 hour but they never do. Then when the contractor calls for authorization he/she will be on hold for at least 1/2 an hour.
NHP will not cover the usual things that other companies cover. They refused to cover my pool pump. After 2 weeks of trying to get authorization I returned a call to a rep who immediately launched into song and dance of 'it's time to renew-let's set you up for 5 years (cost $2000).' When I questioned as to my claim I was told that it was authorized. Being mistrustful of salesmen I put off renewing. Lo & behold the pump wasn't covered until I submitted maintenance records for the past 2 years. Did that… Not covered because the pump is 2Hp. That's the pump it came with. Total crock.
Additionally please note that they are not open on weekend for authorizations. Only claims & contracts. So, in an emergency on the weekend plan on the problem worsening until Monday. Every phone call is met with a sales rep trying to get you to renew. They can't answer a simple question without first going for the 5 year renewal. The reps are rude, ignorant & couldn't care less about you or their own company.
Please do not believe what they tell you prior to signing up. They will tell you anything to get you signed up with a contract - especially the 5 year deal. Oh, & you will never get the Home Depot card. They also do not send you a contract. You get an email that your payment is received & don't post their contract on line or send you one. They will just keep reading to you from theirs which pretty much states that nothing is covered.
Run from this company as fast as you can. Even AHS is better. At least they cover the usual & standard items. The worst thing they do is say that 'it's not covered' until you explain that it is indeed covered & read the contract to them pertaining to your problem. Looking for a new company now. Good luck to all of you & hope this helps.
I am the last person to write reviews about any product I purchase. But about National Home Protection I feel I was so cheated that I felt nobody else should go through the same problems I am going through. I had purchased this home warranty for peace of mind, it turned out to be one of the biggest pain in the ass. I had filed a claim with them saying my toilet flush was broken. They never call back.
After talking for a month with the representatives the claim was denied saying that the flush was broken due to improper wear and tear and accumulation of rust. I was surprised since the part that was broken was plastic and rust cannot accumulate on plastic. I kept on requesting that they should send somebody else and take another look. But every effort went down the drain.
Next time I filed another claim saying that my toilet was flooding. This claim was denied stating that was a duplicate of the claim that was already denied. I don't understand in what language does a part broken and water not flushing mean the same. It's been 15 days that I have been talking to them to resolve the issues but again I am disappointed. The plumber said that he needs to bring an electric machine to remove the block that is hindering the water to flow.
Whenever you file a claim with them it takes about 4-5 days for them to assign the contractor. I kept on calling them on it and they said they are not able to find a contractor in my area. Finally after the contractor came in it took another 10 days for them to get the diagnosis. Everyday you call them they say they are working on it. It's been 3 weeks now that my toilet is not working. I guess I will have to fix the problem by having over my own plumber.
Customer service representatives do not have proper knowledge about what's going on about your claim. All they do is read notes they have on the claim. They do not add anything more to it. There is nobody responsible to talk to. The authorization department do not have a phone number to talk to not does the disputes department. Email them and it takes forever for them to get back to you. So much money down the drain. I would strongly say think twice before you sign-up with this company.
CHARLOTTE, NORTH CAROLINA -- National Home Protection has a 3 year history (since inception perhaps?) of charging an annual, upfront fee for services, then NEVER following through on requests for services, let alone helping homeowners. Extensive lists of consumer complaints are online and filed with NY attorney general, although they continue to operate. They have one of the worst service practices, relative to lack, if any, of responsiveness, doing what they 'say' they will do, and rejecting virtually all claim or reimbursement requests.
Do NOT do business with this company, and share their POOR Business reputation and practices with anyone who will listen. If you had the unfortunate experience of hiring them, please write the NY attorney general's office and complain. It is important that the stress, frustration and fraud they practice and cause, is continuing to happen. Please report!
NEW GLOUCESTER, MAINE -- I have used home warranty services from Sears for years but was told by a friend that National Home Protection was a good service with a reasonable price. WRONG!!! My first in counter my furnace went out middle of January, subzero temperature. Thurs morning called filed claim. Friday still NO response. Saturday AM call back told no contractor in area have to wait until Monday. Called my repairman got furnace running Monday. Talk to supervisor said the repair people are just busy, they 6 days to respond. Very rude. Contractor called Wednesday, he had just been contacted by service, never done work for them before SUPERVISOR LIED!!! Oh no refunds.
Second time washer went out contractor responded same day he could not respond to house for 5 days but that was because of ICE STORM an no power for 4 days. Machine will cost $1,400 to fix NHPS said they would replace the machine. OH wait they are out since they buy wholesale for $225 they will only give that amount to go buy a new one. Retail the cheapest is $350 and I have to come up with the difference. I have been treated like a fool and they will never see another dime from me.
I will tell everyone I meet how bad they are you get what you PAY FOR.
I never got the Home Depot gift cards they offered. They offer the gift cards to make you purchase the policy and I think they really never intended to send the card. When you realize you were tricked it is too late because you cannot cancel the policy.
After 6 months of emails, phone calls, faxes, voicemails, and mails trying to talk to somebody I finally filed a complaint on BBB. National Home Protection response was "During this purchase period, customer was offered a Home Depot gift card, as part of a mail-in rebate promotion. The mail-in rebate form was included with each policy. Customer failed to complete the rebate form in the required time frame. The rebate form states the following: Request must be postmarked no earlier than 60 days after coverage start date, and no later than 90 days after the coverage start date."
They never send the form with the policy. They are extremely rude and put you on hold for long periods. They transfer your call without listening to you to a mailbox and they never return the calls or emails.
I am not going to renew my policy.
COTTONTOWN, TENNESSEE -- After 7+ yrs I decided to sell my home. To make my home more enticing to a potential buyer, I decided to add a HOME WARRANTY as part of the home sale. For some STUPID reason I chose National Home Protection, Inc. (NHP) and dealt with their Victor. He sold me the warranty / policy before Christmas 2007. Well, this past Friday, 01/25/08 I awoke to NO HEAT. At 6am I immediately sent an e-mail to NHP for service. Where I reside the temps outside were in the 20's so it was cold in the house. Long story short, they referred me to TWO of their contractors who refused to come out because I was too far away. By then, NHP had closed and the only people I was able to reach was their answering service. ALSO, I managed to get an EMERGENCY number from the answering service, but they simply wouldn't return my repeated calls for HELP! Because of the COLD and my family's comfort and safety, I hired someone on my own after waiting 29 hours for service from NHP which never materialized!! THIS Company is a SCAM!! PLS DO NOT use them and/or buy their services!!
If you are a REALTOR and reading this, pls do NOT ruin your credibility by suggesting or recommending NHP to anyone! I'm out $352.00 for the NHP contract PLUS $485.00 for service to repair my heater, which should have been paid by NHP, Inc. I have written to Victor Hakim and NHP, Inc. for reimbursement.
Joe Grossman, Cottontown, TN
FLORIDA -- I have had service with this company for nearly two years. It has been nothing but problems. I have had one claim that they actually took care of, and that was about 3 months into our contract term. at the end of the first year, we wanted to cancel but due to their contract conditions were unable to (several little requirements that make it nearly impossible to cancel).
Soon after the second contract year started, we were having problems with our pool, which we pay extra monthly to have "covered" by NHP. we called them, and when we finally got ahold of someone, we were told it would take them too long to get one of their contractors to look at it, for us to use someone ourselves and go ahead and have it fixed and they would reimburse us. We did this, and several parts of our pump had to be replaced, putting the bill at a little over $600.00- we called about our reimbursement several times, were told they were contacting the poolman we used for receipts, etc.
We still have not received our reimbursement. since then we have tried calling them nearly 10 times (over a period of a few months) both about the reimbursement and about a few new claims- on the rare occasion that someone actually answers the phone, they take all our information and note of our new claims (each time, they're 'new' claims because they don't have record of them from our past calls), and we are told someone will contact us in the next day or two about the claims. We have yet to have any of these calls actually made to us. As badly as I want to just cancel our contract and stop paying them for doing nothing, regardless of the consequenses in the contract, I can't only because I know if I do I will definitely never see a penny of the reimbursement they still owe us.
This company is obviously some sort of scam business, and I'm on the verge of having an attorney call them for me. It's become really ridiculous, and I obviously would not recommend this company to anyone.
Here is a registered letter we mailed to NHP. As of today, 6/6/2007 No Refund Yet! The Letter says it all:
National Home Protection, Inc.
42 West 38th Street
New York, NY 10018
Phone: (800) 608-6045
Fax: (866) 851-7462
May 16, 2007
To Whom it May Concern:
We purchased in good faith a three year home warranty policy with your company in the amount of $1214.73 paid in 3 installments of $404.91 deducted from Washington Mutual Bank 12/15/06, and Bank of America 1/15/07 and the final payment 2/15/2007. When our first and only claim with National Home Protection, Inc. was not handled to our satisfaction we cancelled our policy 2/27/2007 and was told that a check in the amount of 964.73, which is the full amount minus a 250 dollar cancellation fee, would be mailed to us within 15 to 30 days.
March 27, 2007 came and went with no refund received. After contacting your company once again we were told that accounting had attempted to put the refund back onto our debit card but it did not go through. Bank of America however, claims that no such attempt was made. We were once again told that a check would be issued and we would receive it within 15 to 30 days.
April 29, 2007 came and went with no refund received. After numerous conversations with your company we were assured that a check was cut 4/18/2007 and a customer service agent GUARANTEED that we would have the check in our hands by May 5th at the latest. Well when May 5, 2007 came and went with of course no refund check in hand we once again made numerous contacts with your company just to be told more lies. As of today, May 16th, 2007 we still do not have our refund check, nor have we had any of our calls returned from the numerous voice mails we have been forced to leave.
If we do not receive a check in the amount of $1214.73 by June 1, 2007, we will be forced to proceed with further actions. We have already filed complaints with the Better Business Bureau, the Federal Trade Commission, and the Attorney General of New York. They of course will also be receiving a copy of this letter. We feel we should not have to pay the $250 dollar cancellation fee, as we have been the ones spending countless hours on the phone trying to receive our refund while National Home Protection, Inc. has actually done nothing!
John J. Cantrell, AEC US Navy Kimberly K. Cantrell