Horrible customer service
I just used my warranty for the first time and this was the worst experience I've had. First, I paid more for my policy so I could use whomever I wanted when the time came that something did happen. On Friday, early evening I noticed my AC wasn't working. I started a claim on the app and when noone was assigned I decided I'd call early Saturday to see how the process worked to use someone we choose. They said we just have to get the work approved before they do any work and then gave me a phone number to call for approval. Here is the first problem... you are on the phone forever!!! I was one the phone for over 2 almost 3 hours waiting on approval. The poor technicians were stuck here waiting for them to approve it that whole time. That is horrible customer service. Hire more staff if you are that busy. 2nd problem: I had already paid the $125 fee they charge up-front when you call to have a warranty service done and then they tell me they are not going to pay for the service charge so I need to pay for that and oh, by the way they only pay for one labor fee of upto $150 for the entire year. So if you have anything else go wrong in your house that has a labor fee, good luck; you are paying the bill for that too. When I was sold my policy I was told all I would have to pay is $125 each time I used my warranty and the rest would be covered. This is so not what I signed up for. I will be canceling my policy and finding something else. I am beyond frustrated with this company. Do not buy a policy from them. They tout to be #1, but customer satisfaction is not a concern of their's. They sell you one thing and when you go to use it, there are other fees. Let's not forget the wait times. Wow!! Just say no thank you and run now!!! Update I filed my claim and they have been waiting to be reimbursed. They had emailed and asked for my address stating they needed it to process the claim. ( I sent it, even though I was thinking you ask me for my address as a confirmation; every time I call, but okay) I called again on Monday because in the app it shows they still haven't processed my claim. When I call I am on hold forever again and am told they need my address. I explained I already emailed that. I am put on hold multiple times again and eventually disconnected. I called back was put on hold multiple times for 20 over minutes. I finally said why are you putting me on hold. You have my email. You should be able to process my refund. He explained he was trying to get ahold of the senior account manager that had tried getting ahold of me. (I had also previously tried returning his calls but got tired of the ridiculously long wait times and gave up.) By this time I was very upset and I said so basically you are holding my check hostage until I talk with your account manager?? Because you already have my address and you are not cutting my check. This is clearly unethical! I said I will be updating my review and reporting to the Better Business Bureau. They clearly do not care about their customers! BEWARE IF YOU HAVE A GOOD HOME WARRANTY! PLEASE SHARE!