Sensible Home Warranty Co. Informative - Customer Service Story
Although I cannot comment on their service when dealing with a broken item in my home, I can comment on their customer service.
Yesterday I signed up for home warranty coverage with Sensible Home Warranty. They had a very good plan and were offering a great, limited time deal to start.
I made arrangements to pay the yearly premium of $465.25 (and only $45.00 service calls..!) for their "Complete System Plan" and two additional "Optional" items. They had an option to pay the premium in 3 equal monthly installments, which I took advantage of.
However, due to a billing error, they mistakenly took the entire yearly premium amount from my account all at one time. Since that account was attached to a debit card and I did not have sufficient funds, I fell into an overdraft condition. 3 subsequent debits on that account incurred 3 overdraft charges of $35.00 each, for a total of $105.00.
I immediately called my coverage specialist (Alan) and he agreed that the problem was created on his end. He offered to refund the entire premium payment, which he did within an hour.
I then contacted the customer service email address and expressed my dismay at losing the $105.00 in overdraft fees. Within minutes I was contacted by their Client Service Team Supervisor (Chris) where he informed me that an additional $105.00 would be wired to my account on top of the premium refund...!!!
These acts of uncommon care for the customer and high ethical standards changed my mind about canceling my coverage and I reopened my original arrangement for home warranty coverage.
Again, I cannot comment on their service when I need them for covered home equipment problems yet, but with what I have seen so far, I look forward to the same stunning customer service without hesitation.