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.