Residential Warranty Services Inc

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We filed a claim for a clogged sink in the kitchen at 9AM on Friday, July 5th. We were told that a contractor will get in touch with us within four hours. At the end of four hours when no one contacted us, we called provider again only to be told that the contractor has been contacted and they are backed-up due to holiday weekend. We got the same response in two subsequent calls within the next 3 hours of that. At around 4 when we insisted that provider directly connected us with the contractor, which is when we were told that contractor will contact in the next 15 minutes. Contractor did call us and indicated they were not going to make it to our house for the service that day nor would they have made it for another week as they were not available. None of this information was communicated to us by the provider. We eventually called the emergency plumbing service as it was well after 5 when we realized that our warranty provider was not going to do anything for us that day. I had left a message for the supervisor on Friday to share the experience and bring to management attention the lack of customer service. The supervisor returned my call and was rude and non-apologetic for our less than satisfactory and aggravating experience on Friday. They maintained a stance that it is not the provider's responsibility to assure a service with in same day which is understood, but if the contractor was not going to be available and had we known that, we would have taken care of the problem ourselves by calling a plumbing service instead of waiting in aggravation for over 8 hours only to find out that we were not going be helped. The supervisor added that they emailed the contractor as soon as we filed a claim but it is not their responsibility that contractor contacted us in return. And here in lies the main issue I have with this provider. If I am a customer who is the policy holder with them and paying for the service, then how is the provider not responsible for ensuring that I was connected with the contractor, regardless of whether the contractor could come and fix the problem the same day or not. For me calling the provider 5 times was the dead end. To top it all, the supervisor, who failed to see the issue just hung up on me as I was repeating the issue to her, hoping she might see the point. I did let them know that I don't plan to renew the service, wouldn't recommend to anyone and will forewarn current policy holders of the experience I had.

The details are provided above. Since we were connected with this company through our realtor, Tucker, we assumed that as long as we paid our annual fees and related co-pays ($50/visit) we would continue with the company. For routine service their repairmen were capable, timely and helpful. As noted above the more complex work typically was not handled well over the five years.

Let message Monday morning, they called back promptly, provided price and anticipated days that work could be performed. She called back next day and added another day appreciated the heads up she was very professional. Did very good job as requested, was Careful of sprinkler system and came on day promised.

Please see above.

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We had an incident during the time our movers were in the house. Water started leaking through ceiling from an attic air conditioning unit. Our warranty place was distant from us. So we needed some where closer, so we found them. We have had things that need work like our heating and cooling system or sum pump or various other things around the house. Sometimes we were under the gun and the sum pump failed when it was raining a lot and the water level was high. They always seem to come through. They have a network of contractors that work with them. So you can't just bring in any contractor, you have to go through them.

Horrible service and experience. Air Conditioner did not work for greater than two months for two years in a row. RWS sent out contractors who were unreliable...took several weeks for them to find parts/return calls/set-up appointments. Front desk staff was completely rude and unprofessional and also would not return calls. Nothing was addressed in a punctual or professional manner. Finally contacted the owner/manager and the BBB. The response I received from the owner was very rude and unprofessional. He basically said that he would cancel the contract that end of the term if I did not rescind the BBB report (which I did not do). Got a renewal notice anyway- HA! I would recommend avoiding these people at all costs. Eventually hired my own HVAC service who fixed the problem without delay.

We paid $475 for a "premium" home warranty policy. Our basement lift station failed. No one returned our call that evening, so we called our own plumber to find out if we could use water/sewer or had to check into a hotel. I was told when I called the next morning that I should have called back in an hour, their voice mail wasn't dependable. Hello, ever hear of an answering service? In this field, customers should not have to keep calling back. They also implied that they didn't get my message, which is untrue, as their plumber did call me the *next morning*!! (Way too late). I was told that the lift station was not covered, which is a blatent misrepresentation of what is covered in their "premium" policy. I will be asking for a refund of my remaining money. We've barely been in the house for a month!

We have used this company for almost 5 years. They used to be okay, but their contractor level of quality is TERRIBLE now. You will never have anyone call you or complete service within the promised timeframe. Also, I would say at least 50% of the time we have had a contractor inform us that the repair is not covered by RWS, but they could fix it for $X. We have been badly burnt and price gauged by their contractors in this situation. Of course, RWS is not responsible because even though they provided the contractor, it was a "uncovered" repair that we decided to have their contractor fix. We have been without air conditioning for over 48 hours now and we still do not even have an appointment on the books with any of their pathetic contractors.

. My experience with Residential Warranty Services Inc has been more of an eye-opener. They are insuring for a premium each month for your electrical appliances. You can put anything on there. It can be your furnace, any of your electrical things of that sort. I think primarily it is my misunderstanding of them. I have had them a couple of times over for my dryer and I am tired of calling them. I would like to go ahead and replace it. As long as they can glue it back again they don?t want to replace it. They advertise $50 for the call and then they would replace it and what it boiled down to was that they would not pay the entire amount since they can fix it. It is 15 years old and I know it is not going to hold that much longer. We heard about this company from our neighbor when she bought her house. The people selling the house had this insurance. I just felt that they misrepresented their services. The one time we called them was on a holiday and we considered it an emergency because we needed to have the laundry done and they said that they do not consider it as an emergency and would not come out. That did not make me happy. I don?t declare it an emergency unless I feel it is really so. My husband was going out of town and I had to get his laundry ready. I just kept assuming that they would soon replace it but they said that they will not be doing that since they can fix it. They went out another time to fix the same thing since then, still did not replace it. I just don?t think they are helping the consumer but padding their own pocket book. As long as they can keep coming back and repairing it, that is what they are going to do. I would tell anyone not to bother with them. I pay them $50 per visit and that price is pretty good. Service call anywhere would run to $80 to walk into any door. They sent a contractor out to look at it and make that decision. So they are paying the contractors well. As for quality they have fixed it each time. The reason it has not held up is because of age. We are seriously considering doing away with them.

When asked what would happen if the parts were no longer available or if there were worse problems. He said RWS would buy out the unit for a total of $700. I thought that was wrong. luckily he said parts were available. (He knew off the top of his head the parts and labor costs of the "heat exchanger) He came back about a week later to install the part. He got it working, left and 20 minutes later I smelled a horrible smell. I called him, he said it was a new part and may smell for a short while, I ran the furnace off and on for a few hours. I turned it off because it smelled noxious and was afraid to harm our family. He did not suggest there would be any dangerous reason to be worried about. After a few more calls/days he was available to come by. After 20 minutes he found that the furnace had blown its Heat Exchanger Seams. and he tells me that the furnace is shot. I said now what. He said the warranty company will give us $700 toward the replacement. I said why not replace it. he said they reserve the right to pay for only the parts damaged. I said then fix it. he said he would not perform this work. I said if you won't do the repair, then the warranty company must repair or replace it, he said no, read my warranty agreement, under limits of Liability, where it says "RWS reserves the right to make a cash payment to a policyholder in lieu of repair/replacement. The cash payment will reflect RWS negotiated cost for service and may be less than retail" I asked him to put in writing he would not repair the furnace, he would not, I asked him if the parts were available, he finally said no. Well he did not know I talked to Lennox and they said they had the parts. so I called RWS. They started explaining that the technician said he could not get the parts so they would buy out our furnace for $700 the cost of the heat exchanger and repair. I said we cannot afford a new furnace and asked them to repair it, they said they would not, they would be sending us a check for $1400 (by the way when he was here he found our other furnace had the same problem, they are both 23 years old). They refused to repair either. They would buy both out of the agreement. We had no options! I suggest they do this probably because the cost would be greater than the $700 each for both. The technician was clean, efficient with his time, seem to be knowledgeable. However he seemed to protect RWS policies by what he said to us. he was basically selling us a new furnace! This made my wife and I frustrated as we now realized our furnaces were bad, we had paid RWS for a warranty to repair our eq. and they were going to take the limits of liability clause and leave us with a huge bill to replace our furnaces! This stinks They stink If others have serous questions about RWS and their policies/agreement/warranty contracts. I suggest we should all get together and complain to the State Attorney General! I would like to know if anyone has ever had their furnaces and other equipment replaced when it was a major repair. I suggest they are MISLEADING in their settlement process. We will NOT be RENEWING our home warranty with RWS! We do not trust them to be honest They make all of the money upfront and when they are charged with a repair, they will chose the cheapest way out despite what is best for the customer! SCAM! SCAM! SCAM!!!

The previous owners bought this home owner's insurance. They have poor attitudes on the phone. You must use one of their contractors for any claims. Their do not cover list is extensive and do not cover any "preexisting conditions" -which as a new home owner means just about everything. They apparently sent out a plumber who looked at my problems- the only issue is that no one was at home, no assessment was made of my plumbing problems except over the phone (and it was concluded that it was a pre-exisiting condition; I had to call back for them to actually come out and fix the problem). After 2 weeks of looking for a part, and several calls to the plumber contractor with no response, I am going to get a real plumber and pay for my kitchen sink to work!

Terrible. Residential Warranty never returned phone calls, and their customer service representative was sometimes rude. For one particular repair, their contractor failed to repair the appliance, and then would not return again. I had to call RW four times and still got no response from the contractor. Finally, I had to threaten to sue them. I cannot recommend this company.

We bought a home whose sellers provided an RWS home warranty. When the garage door opener failed, RWS sent out a contractor to fix the problem. The contractor told us that the gear sprocket was completely worn out. The opener model and associated parts are no longer available. RWS refused to cover a new comparable opener. They would only pay for an estimated amount that the old part would have cost if it was available. We were charged more than $140 on a claim that should have only cost the $50 deductible. RWS claimed that the wording in their agreement means they do not actually have to repair the item if the original part is no longer available. What kind of warranty does not replace an item?

Our warranty was purchased for us by the previous owners of our home. When our refrigerator downstairs stopped working I called RWS. It took 2 weeks to have someone actually contact me about coming out to assess the problem. When someone did come out, they wrote a report and I never heard back. When I followed up I was told that our warranty did not cover our problem. Our warranty was very clear that it did cover the refrigerator. I was told by the owner that they have updated the wording in their current warranties and no longer cover these refrigerators but they still would not honor the contract that I had. After 30 minutes of being insulted by the owner of RWS, I was thoroughly irritated. There is absolutely no way I would ever accept one of their warranties in the future.

I called the claims service and they authorized the work with no questions asked. They gave me the name and number of A Affordable Appliance Repair. The call to the claims service took approximately two minutes. The yearly cost for the basic warranty is $335 with a $75 deductible. You can judge for yourself if this price is reasonable.

When I called the company to report a furnace problem, they promised their service provider would call to schedule an appointment. We were having furnace problems and it was cold out. After making about 5 more phone calls and waiting over 3 business days, I finally got them to send someone out. It was determined the furnace needed a new heat exchanger, however, due to the age the entire furnace would need to be replaced. Unfortunately, the RWS policy would only cover the amount they deemed "reasonable" for a heat exchanger replacement. As a result, the policy paid only $900 (less a diagnostic fee of $65) of the over $3000 new furnace. I feel like the policy details I received were not as complete as they could have been. As with any warranty or insurance there are lots of limits and exclusions in their policy. The $900 I received was better than nothing. I also felt they could have sent out a more professional service provider. However, RWS was prompt in paying my claim.

WE HAD A FOUL SEWER SMELL IN OUR BATHROOM. OUR BATHTUB DRAIN PIPE WAS CRACKED AND LEAKING. I REPLACED IT, BUT COULDN'T GET IT TIGHT ENOUGH. WE CALLED RWS ON WED AROUND NOON. THEY SAID THEY WOULD HAVE THEIR PLUMBING CONTRACTOR CALL. WE NEVER HEARD FROM HIM. I CALLED RWS ON TUES AND CONFIRMED THAT THEY HAD ASSIGNED THE SAME UNRESPONSIVE CONTRACTOR WHO WE WERE SO UNHAPPY WITH LAST TIME. WE REQUESTED SOMEONE ELSE. THEY CALLED AN OUTSIDE PLUMBING COMPANY AND TOLD US THAT THIS COMPANY HAD NOBODY AVAILABLE UNTIL WED. WE WERE TO HEAR FROM THIS PLUMBING COMPANY ON TUES. WE NEVER GOT A CALL. I CALLED RWS A THIRD TIME ON WED TO FIND OUT WHY NOBODY WAS CALLING US. I GOT THE PLUMBING COMPANY'S PHONE NUMBER FROM THEM, CALLED THE PLUMBING COMPANY, AND LEARNED THAT RWS HAD GIVEN THEM THE INCORRECT PHONE NUMBER FOR US. RWS DIDN'T FOLLOW THROUGH TO MAKE SURE THE OUTSIDE PLUMBING COMPANY WAS TAKING CARE OF US. WE WERE HAPPY WITH THE PLUMBER, BUT NOT WITH RWS.

THIS WARRANTY WAS PURCHASED FOR US BY THE PREVIOUS OWNER OF OUR HOME, WE CALLED RESIDENTIAL WHEN THE A/C WAS NOT WORKING, THEY TOLD US THEY WOULD SEND SOMEONE OUT. TWO TEENAGE BOYS CAME OUT AND LOOKED AT THE UNIT, BUT SHOWED ME NO CREDENTIALS, THEY SAID "WE HAVE NO CLUE WHAT IS WRONG WITH YOUR AIR CONDITIONER," THEY WERE GOING TO SEND SOMEONE ELSE. HE CALLED ME AND TOLD ME THAT SOMEONE WAS HERE AT 2:00. I WAS IN THE YARD AT 2 AND SAW NO ONE, NO ONE KNOCKED AT THE DOOR SO I HAVE NO KNOWLEDGE OF ANYONE ELSE COMING. HE SAID THAT I WAS LYING AND HE KNOWS THAT HIS TECHNICIAN WAS OUT. I ASKED HIM TO SEND SOMEONE OUT AND RING OUR BELL TO LET US KNOW THEY WERE HERE. SOMEONE ELSE DID COME AND LOOKED AT THE A/C AND TOLD US WHAT HE CONSIDERED TO BE WRONG WITH IT. THEY CONTEND THAT THIS CONDITION WAS PRE EXISTING. ALL FOUR POINTS OF CONTACT WITH THIS COMPANY WERE RUDE. THEY DO NOT FOLLOW THEIR OWN CLAIM PROCEDURE AS STATED IN THE WARRANTY POLICY. THE OWNER OF THE COMPANY IS RUDE AND UNREASONABLE.

THIS IS WORTH IT! AS A FIRST TIME HOME BUYER, THIS PAYS FOR ITSELF!