National Home Protection NHP Complaint - Home Warranty - A/C problem not fixed without proper explanation
HOUSTON, TEXAS -- This company was a complete joke ~ NOT WORTH YOUR MONEY! I am a Realtor in the state of Texas and have handed out this brochure to my clients on a regular basis ~ NEVER AGAIN! I had previously owned a home and used American Home Sheild ~ I never had a problem with their service. When I bought my next home I decided to go with National Home Protection because they were running a special ~ because of my good experience with another home warranty company before, I just figured it would be the same. I had been in my new home for only 3 months when the heat and a/c both stopped working at the same time. First of all, NHP boasts of same day service and on their home page they state "If your covered item is beyond repair, NHP will replace your unit with the same or like model". I called in on Friday morning to report the problem, on Monday a tech came out and replaced the nice, very expensive programmable thermostat I had with very cheap, older non-programmable thermostat ~ I called NHP and they said that the thermostat installed was acceptable, as long as it works. This fixed the HEAT, not the A/C ~ the tech that came out said that NHP had only authorized up to $100 to fix the heat and a/c and anything over that was not covered unless I submitted a new work order (READ: ANOTHER SERVICE CALL FEE) ~ I called NHP and after speaking with 3 different individuals and being on hold for over an hour total, I was told that no other work order needed to be created and that the tech would be sent out again the next day. He did show up, but after checking the a/c I was told that NHP would not cover the problem. The compressor was bad ("grounded out")and there was a short in the circuit. The representaive at NHP told me that the coils needed to be cleaned and that is why the labor and parts would not be covered. He said I had to have annual maintenance on the a/c in order to have anything covered ~ My question was:"How the %$#@ can I have annual maintenance done on the a/c when I've only been in the house for 3 MONTHS?" I spoke to several different people (once again) before being told that a supervisor would call me back within the hour (which never happened) ~ After 3 hours of waiting on the call, I decided to call back myself. I finally got to speak with a supervisor that was very rude and condescending. When I told him I just wanted to cancel the entire warranty policy, he informed me that there was a $250.00 cancellation fee, plus approx. 3 months of service prorated at approx. $32 / month for a total refund to me of $29.00 ~ I paid over $370.00 for the warranty 3 months ago! Even though logic would say not to cancel, I refuse to do business with a company that treats their customers with such attitude and disrespect, so I opted to cancel, with $29.00 back in my pocket and a goal to let everyone know ~ clients, family, friends, and anyone else I can reach thru sites such as this ~ DO NOT USE THIS COMPANY!!!! If you opt to use a home warranty, American Home Shield was very good when I used them before. Possibly, in my opinion, even better is just putting into savings the thirty-something dollars a month a home warranty charges you, and taking care of your own home issues that arise, because, quite possibly, that's what you're going to have to do anyway.