Colonial Home Warranty

Did the job and left.

I had a small drip coming from the gasket on the bottom of the toilet. Colonial Warranty sent a non professional service contractor who overtightened the gasket making a major crack. Colonial Home Warranty refused to pay for the repair/replacement of the toilet. I paid for the plumber to come out and replace my toilet directly out of pocket.

This company blamed the contractor for the delay in service and then had the gall to blame Hurricane Sandy when the claim was filed weeks before the storm. I would caution any new home owner from purchasing a warranty from Colonial.

I paid money upfront for their services. We have been having issues regarding their policy lately. They have told me different times that they will not cover certain things. Our heating unit did not work. There is never a supervisor around to speak with. I have canceled my service.

He had it fixed in no time flat. There was no service fee because our program will cover 3 service calls, depending on what you sign up for. They are excellent and I have been very pleased. Their fees are reasonable.

I purchased the Independence Annual Warranty Plan in July/August. I called to file a claim 11/7 and was told i needed to agree to the terms first. At this time i was filing a claim because my heater would not come on. I called back that evening to get the status and they provided me the contractor it had been assigned to. I was able to make an appointment the next day. He came out discovered the problem and stated he needed to contact COlonial for authorization. When he finished his call with them, he said they would be in touch with me and I paid the service fee. When I talked to Colonial they said they needed my maintenance records, which i advised them I purchased the home just over a year ago and had not maintenance records, so they requested the inspection report. After sending the inspection report, they contacted me to indicate that the claim was declined because I had not done any maintenance (inspection report talks about the air conditioning functionality - air being lost through attic not heating functionality) and the unit was still under manufacturer warranty. If they were able to make this determination from my inspection report in November, why did they not ask for this in July before they took my money. They could have advised me of what would and would not be covered then ... instead of offering me "peace of mind" that the warranty would help me in this situation. Because i bought in August,prorated unexpired time plus $50 cancelation fee ... I am out over half the cost of the policy and still have to find someone to fix for me out of my own pocket. There are BBB complains filed on them weekly. I would not recommend this company to anyone.

Worst experience with a home warranty company EVER.

The person they sent out to check the problem told me that they couldn't order the switch because Colonial wouldn't approve it. There was this kind of contact repeatedly - I called Colonial multiple times, was assured I'd hear back after 24 hours after they looked into the situation & I never got return calls. I'd talk to the tech they sent out that told me what the problem was & he kept telling me the same thing - Colonial wouldn't approve the part. I called multiple times, always being told that I was talking to a supervisor but nothing ever got done. They finally had the tech come out with the switch to do the job. But they never told me, never called me. The issue was finally fixed but I never heard anything from them - no notification that it was being done & confirmation that it was done. It took a month to get even this.

Purchased Independence annual warranty from Colonial in June, 2012 as power of attorney for senior relative as part of a real estate transaction. On September 15, 2012, filed a claim for a broken garage door opener. Agent called on 9/17 to refuse claim, saying it was not covered. They suggested that even though Garage Door Openers are included in the policy, only the remote transmitter was covered and my mechanical issue was not covered. They told me to read the contract. I read the contract. It's the same as on their website. It says, "4. GARAGE DOOR OPENER INCLUDED: All components and parts, except: EXCLUDED: Garage doors - Hinges - Springs - Sensors - Chains ? Travelers- Tracks - Rollers - Remote receiving and/or transmitting devices. https://www.colonialhomewarranty.com/useragreement.shtml . Yes, that is a long list of exclusions, among them the remote transmitter that the agent implied was the only covered item! The contract doesn't exclude the main motor/transmission/electronics assembly, the source of my problem. So, I sent various emails over the next month to customer support and the sales person that advised me when I purchased the warranty. All but one were simply ignored. The one response from the sales person suggested I could call for a refund if I was not happy with the policy, but he would not address the issue of the claim being refused. I finally called again to submit a new claim on Oct 17th. I explained that the problem was not with any of those EXCLUDED items. At first, she said that I would have to have someone to come out and give an estimate on what was wrong, before I could even file a claim! At a cost of $75 or $100 to have a service visit for an estimate, plus Colonial's $65 charge to have a covered repair visit, I might as well just pay the $150 it cost to fix a similar issue on the other opener in the same garage that failed some time ago. Based on the other garage door opener that had the same issue a while back, I told the Claims rep that the problem was likely with the gear/sprocket within the main motor and electronics assembly and I was almost certain this was an INCLUDED expense. She agreed this would be covered if it was the problem and assigned the case to a contractor. I received an email with a claim number the same day, saying that the Contractor would call within 1-2 business days, but they never did. Over a week later, I called the number provided. The contractor said he did not have any contract with Colonial Home Warranty! I gave him the claim number and toll free number and he apparently got it sorted out, as I received another confirmation email from Colonial that it had been assigned to him again. He came out later the same day. He investigated the problem and confirmed that it was the gear assembly. He then called Colonial while at the house and they denied to cover the claim, even though it was exactly what I had told them! I called them within minutes to find out why, and could only reach their answering service. They could not provide any information or connect me to anyone who could help. This put me in a very bad and very unfair position. So, the contractor gave two options. Pay $150 to have him fix it now. Or pay the $65 Colonial surcharge for his visit and have someone else fix it later. Of course, even if Colonial admitted a mistake and he had to come out again, it would be another $65 for a second visit, simply because Colonial denied the claim the first time! The opener is now fixed, at our expense of $150. The Colonial website claims information states this as the reason for not honoring their warranty, "motor doesnt have the power to pull it open". That's a very bad excuse, given that the motor pulls it open just fine now that we paid for the repair. Basically, Colonial did everything they could to avoid initiating a claim on a covered expense. Then, they stuck me at the last minute with denying a claim when the repairman was at the house, and they could not be reached. So, buyer beware if you use this company! It will likely cost you more time and hassle than it is worth while trying to get them to cover an INCLUDED expense. I guess they count on customers giving up before getting a claim covered. For something that would have cost them only $85 above their service call fee, I can't imagine the hassle I'd have gotten for a major claim! If they don't refund the $85 difference, I'll be asking for a refund of the policy. I can only imagine the hassle I'll have to endure to try that.

Horrible.

I would not recommend this company. As I stated, during the first year of mypolicy my home heating system was covered, I then renewed my policy and they changed the terms and conditions without ever notifying me. When I requested service they refused and then would not give me a full refund.

My microwave above my stove went out; they told me that if they can’t fix it they will replace it. They sent me somebody to take a look at it and they offered me $143 for me to purchase a new one. To replace my microwave with a similar one would cost $225 so I did ask for more money but they wouldn't compromise. This is the second time they did this to me. 2 months after I purchased the warranty, my AC went out and I called them. They sent someone to repair it and they told me that fan motor went out. During the housing inspection, the inspector had noticed nothing wrong with it. They also offered to pay a portion of that repair but 6 months later I still have not received anything.

First of all, the people who work there are incredibly rude, they only work bankers hours and aren't open on the weekend, so when our AC went out on Friday night - we had to wait until Monday to do anything. After numerous calls and emails, we cancelled our policy with them Tuesday because they would not cover a single part of the A/C repairs our system required. About a month earlier, they sent a company out that "fixed" the AC for about 3-4 weeks until it broke again. That company had to charge us an extra $150 for FREON because Colonial wouldn't cover the cost. We chose Colonial to save some money over their competitors when we first moved in and it was our first mistake. I don't know how other home warranty companies operate, but I imagine they're worth the extra money. This company just takes your money and then tells you there's nothing than can do about it - about anything. They'll find any excuse possible to make sure whatever problem you're having isn't covered by their warranty. I heard the warnings from other people and even some of their VENDORS who said they're an awful warranty company, but now I learned the lesson the hard way. Steer clear of this company - I can't imagine they'll be in business for long and you might as well flush your money down the toilet! I had a $366 policy that I just cancelled after three months and they refunded me $142. Sounds a little unfair, but that's how this company works. I didn't want to argue about it, I just want to be done with these people.

Unrepaired pool pump. Process has been a nightmare.

I get my home warranty and pool coverage through them.

My experience with this company is something that I would not wish on my worst enemy. I am horrified that this company is still in business and has not been investigated for fraud.

See above.

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AMAZING!!! I love this policy, we have used it several times for the A/C the pool and some minor electrical problems. I just used it for an A/C issue that would have cost me $545.00 but it was a simple $45.00 service fee. I even bought a policy for my mother in Pennsylvania. LOVE IT!!