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Nationwide Home Warranty

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Worst Service Ever Before
Posted by on
PO BOX 341, NEW YORK -- Over Telephone I authorized to charge my credit card in the amount of $350 for Home warranty on 5-26-2009. The contract should start on 6-1-2009. Before that date, I called and requested to cancel the contract. The Customer service cancelled the contract and wanted to issue the credit. Took more than 2 months, then I disputed through my credit card. After failing, I again contacted with Natiowide and they confirmed credit was issued on 9-13-2009. Now, at 10-8-2009, they are telling they are still reviewing. Every time I called, they confirmed within 2 weeks, within 1 week, within 4 days, within 4 hours, with 48 hours credit will be issued. Never got credit. It's 5 months. I already have home warranty under American Home shield. I have following dates and contacted persons

6-26-2009: Jason billing was issuing credit

8-24-2009: Billing department, Jason wanted to issue credit

9-2-2009: Franklin confirmed a credit on 9-9-2009

9-11-2009: Franklin issuing credit by next 4 hours

9-12-2009; Franklin issuing credit next Wednesday

9-17-2009: Billing confirmed credit was issued on 9-13-2009

10-2-2009: Billing wanted 3-5days

10-8-1009: Billing wants 48 hours for review



Overall, I haven't signed any contract. I cancelled on time. They took more than 5 months and I believe, this company is doing injustice to many.
The Better Businees Bureau reporting it has grade of F (A-F) and complain counted around 400.
__________________
BBB processed a total of 408 complaint(s) about this business in the last 36 months, our standard reporting period. Of the total 408 complaint(s) closed in the last 36 months, 301 were closed in the last 12 months.

These complaints concerned:

5 regarding Advertising Issues
5 regarding Advertising Issues

12 regarding Billing or Collection Issues
12 regarding Billing or Collection Issues

73 regarding Contract Disputes
73 regarding Contract Disputes

40 regarding Customer Services Issues
40 regarding Customer Services Issues

2 regarding Delivery Issues
2 regarding Delivery Issues

124 regarding Guarantee Or Warranty Issues
124 regarding Guarantee Or Warranty Issues

3 regarding Product Issues
3 regarding Product Issues

44 regarding Refund Or Exchange Issues
44 regarding Refund Or Exchange Issues

51 regarding Repair Issues
51 regarding Repair Issues

5 regarding Selling Practices
5 regarding Selling Practices

49 regarding Service Issues
49 regarding Service Issues



These complaints were closed as:

184 Administratively Closed
156 Administratively Judged Resolved
3 BBB determined that despite the company’s reasonable effort to address complaint issues, the consumer remained dissatisfied.
1 BBB determined the company made good faith and reasonable offer to resolve the issues, but the consumer did not accept the offer.
1 BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.
1 Disputed
22 The parties could not provide sufficient information to support their positions nor were they agreeable to make reasonable efforts toward resolving the issues of the dispute.

47 No Response
17 Company failed to respond to the BBB to resolve or address the complaint issues.
30 No Response

151 Resolved
23 Assumed Resolved
2 Company offered a partial (less than 100%) settlement which the consumer accepted.
5 Company offered a partial (less than 100%) settlement which the consumer failed to acknowledge acceptance to the BBB.
9 Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.
22 Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.
2 Complaint was settled through BBB mediation.
88 Resolved

19 Unpursuable
2 Company cannot be located.
11 Company is out of business.
6 Unpursuable

7 Unresolved
6 Company failed to resolve the complaint issues through the BBB voluntary and self-regulatory process.
1 Unresolved


____________________

http://www.bbb.org/new-york-city/business-reviews/real-estate-maintenance-protection-plan/nationwide-home-warranty-in-new-york-ny-97609/
     
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Do Not Patronize Nationwide Home Warranty - They Do Not Approve Claims
Posted by on
NEW YORK -- DO NOT PATRONIZE NATIONWIDE HOME WARRANTY - they do not approve claims

My fiance and I recently bought a house in Roanoke, TX, and even though the house was in very good condition, the fact remained that it was a foreclosure, and our real estate agent recommended that we ask the seller to pay for a home warranty, which they did. Two and a half months later our HVAC system had a major problem and we were thankful that our agent recommended the home warranty. To make a long story short, we were able to get a technician to the house with orders to repair the problem if the cost didn't exceed $100.

Unfortunately the estimated cost was over $2,100 - the compressor was damaged beyond repair. This is where we started having problems with Nationwide Home Warranty. It was at this point that they requested maintenance records and would not continue to process our claim until we provided them with sufficient documentation. Unfortunately, since we had just bought the house, we could not provide them with the previous owners maintenance records. Add the fact that this was a foreclosure and you might understand why we don't have any contact information whatsoever for the previous owners.

So here we were, in the middle of January, with a non-functioning furnace. We were lucky to have a few nice days in the 50s and 60s but when the temp dropped down to 45 degrees I decided that our claim needed to be upgraded to emergency status, which by their definition is "a threat to health or property", and our situation met both of those criteria. Even though we explained why we could not provide maintenance records, the staff at Nationwide Home Warranty refused to process our claim and take care of us. I provided them with the records for the home inspection that showed the HVAC system working properly and in good condition and I also sent them copies of the receipt for the filters I purchased three days after moving into the house. Apparently, these were still insufficient.

When the temps dropped into the 30's I demanded that Nationwide take care of the issue before it got any colder and caused the water pipes to burst which would then cause additional damage throughout the house, in addition to negative impact to the health of fiance and myself. Their recommendation - pay for the expenses yourself and seek reimbursement from Nationwide afterwards. Even though this was not a good option, I had no choice so I contacted two other HVAC contractors and they came to the same conclusion - bad compressor. Fortunately, I was able to get it fixed by one of them for $1,920, as opposed to paying the higher $2,100.

Over the course of the past six weeks I have made over twenty phone calls to Nationwide, spent approximately 4 hours on the phone with them, and I'm no closer to getting reimbursed. I would say that about half the total time spent on the phone I was on hold, ironically, listening to their advertisements saying things like "We are the Gold Standard in home warranties...proudly servicing customers since 1951", "...when the washer is full of laundry or food in the refrigerator, we're sure to get it working again, REAL FAST", and "When your heat goes out in December, we'll get it working again - IN A HURRY". Even though my blood pressure was rising a notch or two every time I heard one of these sales advertisements, I was able to keep a cool head because I understand that honey catches more flies than vinegar. My cool head has not however, proven useful.

I believe that Nationwide Home Warranty is using their request for "maintenance records" to deny legitimate claims based solely upon the amount of the claim. Remember, they were willing to take care of the issue if it did not exceed $100.

Regarding the maintenance records... The bottom line is that Nationwide had their opportunity to request maintenance records before my coverage began and they accepted the warranty policy. On top of that, Nationwide should definitely NOT be marketing their home warranty to home buyers. Since they also make a habit of selling home warranties to home sellers (they claim that it increases the sale price), they should be forced to obtain any relevant maintenance records from the sellers BEFORE accepting the policies. The whole marketing campaign revolves around the peace of mind that a home buyer feels by buying a home warranty on the premise that he or she does not know the intimate details of the condition of each appliance/system that would be covered by the warranty. Further, a home buyer can not be expected to provide paperwork that was never even in his or her possession.

Nationwide should also be paying the additional costs of the emergency heating system that I had to use when the temperatures got too cold before our system could be fixed, which added up to almost $500.

Anyone that deals with this company should get in contact with the Better Business Bureau of New and file a complaint as soon as possible (https://odr.bbb.org/odrweb/public/getstarted.aspx).

You should also get in touch with the New York Attorney General and file a complaint with the Bureau of Consumer Frauds and Protection (http://www.oag.state.ny.us/bureaus/consumer_frauds/pdfs/complaint_forms/nyc_complaint.pdf).

You should also contact the various government agencies that regulate the insurance industry. I am in the process of that right now.
     
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tnchuck100 on 2009-03-12:
Get all of your documentation together. Make note of all phone calls. Who you spoke with and when. File suit against them in small claims court. Odds are better than even they will reimburse you shortly after they are served with court papers.

You have got to fight. They count on you won't.
Anonymous on 2009-03-12:
There have been many complaints about Nationwide not honoring claims because of a lack of maintenance records. It is clearly stated in the warranty that they "may" request such records. But this case is different. The warranty says nothing about obtaining records from a previous owner. And in this case since the house was sold out of a foreclosure it could be next to impossible to obtain any records. One could examine the property tax record but then actually finding the previous owner would be, let's say needle in a haystack. The OP needs to file in court to recover the costs.
Anonymous on 2009-03-12:
Excellent post! The OP has a good start on this and outlined a great procedure for many others who may be having similar problems.
Soaring Consumer on 2009-03-12:
Do what Chuck said. Fight fight fight.
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Nationwide Home Warranty Is A Scam
Posted by on
NEW YORK -- BEWARE!! NATIONWIDE IS JUST A SCAM AND RIP-OFF!! I am so ANGRY!! Finally needed to file a claim with them on my refrigerator and Nationwide says that they will not repair/replace my refrigerator unless I send them "MAINTENANCE" reports. I told them nobody pays for a professional to come out and take the temperature on a working refrigerator. They said that they do not cover anything without proof of "maintenance". on that item. So, if you haven't paid for professionals to come "maintain" all your working appliances they aren't covered. It is not really a company but a bunch of con artists. Not only are they refusing to repair my refrigerator they told me that I am under a one year contract (you have to cancel within the first 3 days). I will have my bank stop payment immediately. I will be contacting the Attorney General of Alabama as well as the BBB. I told the manager that I didn't know how she slept at night working for a company like this. I find it odd that other complaints state that they spoke to the same exact "manager". If this is a nationwide (across America) company what are the odds of people from different states reaching the same person? I would say that it is run by a handful of employees and all they do is field off the complaints as they do not cover anybody. They are sheer profit as they refuse to pay any claims that do not have proof of maintenance. How many people pay for a professional to come and test their appliances, toilets, hot tub, ac units that are working fine?? They take your money and you trust that you are covered. You make a claim and they REFUSE TO COVER IT unless you have maintenance reports on the appliance or toilet or whatever.

So it would cost about $1400 or more a year to pay to maintain ALL your appliances. If they are not maintained, they are NOT COVERED so this is a USELESS policy and actually a SCAM!! If there has been repair work done this will not suffice-it has to be maintenance" wherein a professional comes out and checks a perfectly fine, working functional appliance, toilet, AC unit etc just to say it's fine. This ought to be illegal as it is nothing but robbery!!
     
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Will Not Honor The Home Warranty Contract
Posted by on
PFLUGERVILLE, TEXAS -- In December of 2007 I purchased a home warranty from Nationwide Home Warranty (NHW). I did not file any claims. In November of 2008 I contacted NHW about extending the warranty another year because I had received an offer from another company. I decided to renew my warranty with NHW (N-108944) and paid in full for the year ($322.94). On December 28, 2008 I returned home after being gone a week and discovered the heating system was not working. On the morning of December 29, 2008 I call NHW at 1-888-500-2110 and reported the heating system was out. I was informed that NHW would contact a service technician. Mustang Plumbing Inc. called a few hours later and they would send a technician out that afternoon. About 2 pm a service technician (G. W.) arrived and inspected the unit. He determined that the unit needed to be replaced. He said that a good unit will last 20 years and this one in 28 years old. He called NHW and informed them of this and gave them an estimate for replacement, NHW says it was $825. He was informed that it was being put "under review" so he left. A few hours later I called NHW again to see what was being done because it was cold and I was without heat.

I was informed that NHW needed the maintenance records and because I didn't have any (the filter is a permanent filter that I clean every other week) I would have to replace the system myself and submit the invoice for reimbursement. I called Mustang Plumbing back and asked them to come replace the system. The following day (12/30/08) they came back and I had them replace the entire system because the A/C was just as old as the heating system. The invoice was $3500 which I paid. On 12/31/08 I faxed the invoice to NHW. On 1/15/09 I called to check on the status of my claim and was advised by Casey Wiggins that NHW was only going to pay $100. NHW is supposed to pay up to up to $1500 per unit according to the contract. The contract does not say I must have maintenance records. I do my own maintenance and the technician said that the unit appeared well maintained and had lasted a lot longer than expected and he wrote a statement for me.

I filed a complaint with the BBB and now NHW are saying my claim is denied (so much for the $100). They told the BBB that if I have shown that the unit was maintained that they would have worked with me. I did give them a statement from the technician they sent out that the problems were not due to lack of maintenance but due to the age of the unit.

The contract does not say that maintenance records must be kept and it does not have an age limit on covered items.
     
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Anonymous on 2009-02-23:
Sorry to inform you but their warranty does indeed mention such records.

Section 9.1.2 '...Nationwide reserves the right to request maintenance records. For example: heating and a/c systems require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser coils.'
Soaring Consumer on 2009-02-23:
I'd sue them in small claims for contract fraud.
Anonymous on 2009-02-23:
I concur with Soaring Consumer.
BokiBean on 2009-02-23:
It wouldn't hurt to try.
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Stay Away From Nationwide Home Warranty
Posted by on
Dealing with Nationwide is a nightmare. All the representatives who answer the phone are very rude. They sometimes put you on hold for 30 minutes or more or hung up on you. They don't have any service. They focus on collecting your money and deny your claim. I waited for two weeks for a plumbing service after countless phone calls. They never call back. I need to call both Nationwide and the repair company by myself. After another two weeks waiting for the authorization of the repair, Nationwide said I need to provide the maintenance records then they’ll consider if I can get the authorization. My claim item is clothes dryer. The maintenance records need to be done by professional company not by myself doing the routine clean up every time after using. I asked the person who I talked to if she does the maintenance on her dryer. She just coldly said if I don, t have the records then I need to pay from my pocket and this is on our contract. I check my contract thoroughly, there isn't any clause mentions about maintenance records. After almost a whole month arguing with them I decided spend my own money to fix the problem.

This is not end yet. I have two contracts with Nationwide. Both will end on Dec 27, 2008. They charged me for renew on Nov 2, 2008 without any notice. I called on 11/6, 11/12, and 11/18, told them I don't want to renew and I never authorized any automatic renew either. They said I'll see the refund on my credit card in a couple of days every time I called. No refund at all. On 11/25, I called again, they said my credit card company doesn't allow refund if the charge is within 30 days. I called my credit card company, they never heard of such things. So I have to dispute the two transactions with my credit card company.

I've reported to BBB, Complain.com and FTC (Federal Trade Commission)on 11/6. Only received confirm emails. No further process or update from any of above.

Nationwide is totally a fraud company. They shouldn't keep running. Is there any way we victims can do to get our money back or at least protect other people from suffering from them?
     
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Will Not Pay Claims
Posted by on
NEW YORK, NEW YORK -- This company will not pay claims. I located them online and took out their home warranty plus coverage on my water well. It covers my deep well pump that is 160 feet in the ground and supplies the only water to my house and livestock. I called out a well/pump man to diagnose the case and he said the well pump had died. I knew I had special coverage for the well pump so placed the claim.

The next day I called the company back and someone in claims said an authorization form had been mailed to my well man, but when I contacted him he said he had not received a fax from NationWide Home Warranty authorizing the repair. The next morning I called claims and talked to the supervisor to see what was going on. She told me I had to produce maintenance records on the well pump or they wouldn't approve the claim. A deep well pump is maintenance free. It would cost over $1,000 to pull it out of the ground. It does not require servicing. All it needs in order to work is electricity. When it quits, its because it has died. I explained it was like a light bulb. You can't maintain a light bulb.

When it dies, you replace it. The claims supervisor still denied my claim. I was so mad I almost had a heart attack. It costs more money than I have to have it replaced, so I am without water. Dirty clothes piled up, my livestock screaming for water and dehydrating. I am in my 70's and under a doctor's care. I live in the high desert and it is over 104 degrees, and I can't even use my evaporated cooler because I don't have water. I live in the country and have no neighbors so I have no way to get water to my livestock. I filed a claim with the insurance commissioner who is going to look into the matter. If he can't get them to pay the claim then I will hire an attorney, and I will sue them for my livestock losses as well.

If I have a stroke due to the heat I'll throw that in on the lawsuit as well, and they can pay for my hospital/doctor bill. Stay away from this company!!!!!
     
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Anonymous on 2008-07-21:
Do you have the manual that came with the pump or if you don't have one, can you get one from the manufacturer? That should have a section in it concerning pump maintenance. Send or FAX a copy to the insurance company for proof it is maintenance free.
As with all warranty companies, you have to prove that all maintenance was performed as recommended by the manufacturer in order for the item to be covered.
plumberchic on 2008-07-23:
Hello sir. I am the owner of a plumbing company in Virginia and some of the areas I service many people have wells. An the Insurance company is to put it nicely screwin with you! A sub.well pump is maintenance free!!!!!! All you have on that system is a pressure switch and a pressure tank and the pump down the well. There is nothing on your system that you have to maintain! Here where I am at I tell people with the old jet pumps that have to be primed and have so many other parts to go to a sub pump because you don't have to mess with them and prime them when the electricity goes out! Don't let this situation go! Your plumber should be able to talk to them if you put him on the phone I have had to fight with Ins. companies about repairs in customers houses because there ins. company was giving them the run around. I hope this is of some help to you. God bless you and I hope your cattle are OK.
DebtorBasher on 2008-07-23:
Good Info Plumberchic!
jktshff1 on 2008-07-23:
great info plumber
the op needs to get a lawyer NOW!
dnorm on 2008-09-08:
I have a maintenance free outside fan motor on my AC and the company did the same thing to me. Denied my claim because the last maintenance was done a little over a year ago when I bought the house. Even the tech that was out told the "SUPERVISOR" that the fan motor is MAINTENANCE FREE. I am looking to file a class action lawsuit againt NationWide as they are just a big SCAM.
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No Refund Given
Posted by on
PORTSMOUTH, VIRGINIA -- 888-500-2110

Incident
I have had Nationwaide from 5/19/2009. I never had the need to use them. I just finished making a three month payment on May 19 and then about two weeks later received a letter stating that Arizona is not being covered any longer. In the beginning I was able to get someone on the phone promising me an immediate refund. Now it is impossible to get someone but about every fifth e-mail I get the same answer which is that as soon as they get moneY they will refund my money. I guess it is a blessing that I never had the need to use them since it is obvious that I would not have received THE SERVICE I paid for.

Damage Resulting
I feel I paid for this whole contract with no intent on their part to honor it.
     
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Find a different home warranty program
Posted by on
NEW YORK, NEW YORK -- I purchased a 3 year home warranty in August 2008 and am now having to file a claim. They will not answer their phone and all numbers have directed me to make an inquiry by email. After making the inquiry via email they responded with a simple statement that my warranty has expired. Now I paid $339.99 for 3 months to cover a 3 year period and replied with the receipt of my payment. They now will not respond to my emails nor have they called me back. Horrible business!!! I have filed a complaint with the Better Business Bureau and am waiting to hear from anyone in regards to this matter. My advice to you is to NOT use this company regardless of how good the perks seem or look!!!
     
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Mrs. V on 2010-07-08:
Because you live in NY you may wish to read the following URL. Nationwide Home Warranty is being sued by the state of NY.

http://webcache.googleusercontent.com/search?q=cache:8UwoBW-BxUsJ:www.homewarrantyreviews.com/national-home-protection-sued-by-ny-ag+Nationwide+Home+Warranty+corporate+phone+number&cd=3&hl=en&ct=clnk&gl=us
Helpful on 2010-07-08:
Does Nationwide claim to conform to BBB standards?
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Don't buy warranty service for Nation Wide Home Warranty
Posted by on
NEW YORK, NEW YORK -- I purchased an annual warranty services from Nation Wide Home Warranty last September 2009. About 3 months later one of my appliances broke. I called this warranty company several times to report the claim. I never got an answer from them. No-one answers the phone in that company. I found myself in long waits for more than 1 hour several times and had to hang up. I went to Nation Wide Home Warranty website and email the Claim department several times and never got a reply. I contacted the Best Business Bureau and they are still giving me the run around on this matter.
About 2 months ago Nation Wide Home Warranty contacted me via email and stated that they are not covering warranty services in my area anymore and they will be refunding me the premium I paid. Again this happen 2 months ago and I am still waiting for that refund. I have being contacting Nation Wide Home Warranty and the Best Business Bureau and both are still giving me the run around. I had to pay a technician to come and repair my appliances and still fighting to get the refund for the premium I paid to Nation Wide Home Warranty. "If you do not want to loose your money, do not make business with Nationwide Home Warranty", also "The Best Business Bureau does not function.".
     
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Nationwide Home Warranty Fraud
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NEW YORK, NEW YORK -- I enrolled in Nationwide"s warranty program in May 2009. In August 2009 I filed a claim. It took one week to contact them and another week for someone to come out. The repairman did his job extremely well. One month later I received an angry letter and bill from the repair company for non payment. It took a threat of going to the attorney general for them to pay. In June 2010, I filed a claim on the internet, as is their policy. After 6 days of no response I called them. I was told they no longer serviced my area. Unreal, they have been taking the monthly payment from checking account but now say they no longer service my account. I inquired concerning this and was told they did this in May 2010 and had sent emails to all their customers in the effected area. I never received an email, neither did my daughter. I save all my deleted emails on my computer. My daughter, whom I recommended her to purchase Nationwide had her only claim denied for pre existing. They company now wishes to refund one month. I believe they have not covered us for a long time.
     
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