Platinum Home Warranty

This company sent out a poorly rated vendor to fix my AC unit. Less than 2 months later the AC started making a terrible noise. I called them hoping they could send someone out to look at it before we left to travel out of state for a few weeks. They said they would send a new vendor, by the time the vendor called to schedule the service they were not able to show up before we left for vacation. Now my AC has completely stopped working. I'm finding out that the original vendor is no longer being used. I did a quick search and found that the original vendor has a 2 star average with several 1 star reviews going back as far as 2011. This makes me question the vetting process they do before onboarding new vendors. Now I'm trying to get their new vendor (who has a 3 star average, which I guess is an improvement) to come back out. They tell me they can't come out because they cancelled the original work order after 30 days (it's currently about 45 days after my initial call). And the agent at Platinum tells me I would have to pay another $75 trip fee. So to summarize, after the work the first vendor with a long track record of poor reviews failed 2 months later they required that I pay another service fee for a new vendor to come out and look at it. By the time the new vendor called me back they didn't have availability to come out before I left for extended travel. I get back, my AC has now completely failed, and they're telling me I need to pay yet another service fee, despite the fact that the new vendor never made a trip to my home. This feels like less of a service and more of a scam. Would not recommend.

Called another AC company and our AC is running fine!

I am sometimes disappointed in what they cover. I think they do what they say they will, I am just annoyed because most times I call they say "its not covered".

I called them out because my AC system was shutting down due to error codes. After 7 service calls, 5 different employess, 2 parts and 6 weeks of hassle without results....my system still is not functioning properly. No wonder they can't find the problem....they're not factory authorized service providers for Carrier Systems. They wanted to replace my thermostat with an inferior model that wouldn't opperate my heat pump and wasn't compatible. They insisted that in would work. When I requested that they pay to hire a certified technician that was authorized to diagnose and repair my system...they refused. They offered to install the incorrect part or pay me a settlement amount for the part. Now my HVAC system is inoperable. They look for loopholes in the contract, lie to your face, and are dishonest about misleading language in their contract. Do not buy a home warranty from this company They have no idea what customer service is.

By May the weather was getting very warm and our older AC units were struggling to cool the house. We submitted a service request to diagnose and repair the AC units. The technician found that one of the AC units had a leaking coil that needed to be replaced. However, the required part was no longer available and so we were denied coverage - although he did add Freon. We felt we were entitled to at least the cost of repair towards a new AC unit, but we were denied. At that time the company cited a clause that said they don't have to repair or credit us if the parts are not available. After several more service calls, we finally were forced to buy two new AC units - at a significant financial cost to us. In June we noticed a lot of frost inside the freezer section of our refrigerator and suspected that the door seal had gone bad. We also had faulty icemakers, and the freezer door handle had broken off. We submitted a claim for repairs. After some investigation, Platinum agreed to make the requested repairs and the service company ordered the parts. However, when the service company came to install the parts, Platinum told them that they would not cover the cost, and the service technician left without performing any work. We were told that our refrigerator was a "luxury appliance" and was not covered, and cited a clause in the contract that says to contact them with the model number of the appliance before purchasing coverage to make sure that the model we have is covered. Would any reasonable consumer have done this? This sounds like a clause to allow them to deny coverage without a valid reason. They did offer to cover $350 of repairs to specific items if I showed them receipts. However, the items they were covering would not have returned the refrigerator to working order. We are forced to buy another refrigerator. After 5 months with this warranty company we have had 2 claims denied and the only service we received was Freon added to our broken AC unit. We have now cancelled our warranty policy and are anticipating a refund of the unused premium (7 of 12 months). This company has been so dishonest and fraudulent, we have doubts as to whether we are going to see this refund. Also noted that the company is not rated by the BBB. Lesson learned - always check the BBB before engaging in any sort of contract.

This company is horrible to work with! We got the warranty as part of our house purchase, it came with free changing of the locks. They lost the check and it took more then two weeks for them to get us in their system. I should have taken this as a hint of what was to come. My first call was for two appliances. The microwave was sparking and a burner on the stove was not working. Since it was two appliances it was two separate service calls. Annoying but I paid the $120. The microwave needed to be replaced so I was told that they would pay $250 for a new unit but they do not pay for instal. Next call was for the outlets in the kitchen. The GFCI was popping for no reason. Nothing plugged in and sometimes not even in the room. The electrician that came out was great, super helpful and friendly. After the one outlet was replaced all of the other GFCI's started popping. So I called back and explained the issue. The electrician was sent back out. I was told that since it was a different circuit that I would have to pay $60 again. I called to get more info about why i was going to be charged again. After a long unpleasant conversation I asked the lady if she knew what all of her circuits did and was told "No, but I'm not the one have electrical problems". I feel like they are just after money and do not care about customer service. I will not be renewing my warranty and I would NEVER recommend them!!