BBB Accredited Business since
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This company offers home warranty services.
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A BBB Accredited Business since
BBB has determined that National Home Warranty meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for National Home Warranty include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||3|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Mike Easterly, Member
Home Warranty Plans Business Services - General
Alternate Business NamesNational Home Warranty, LLC
Industry TipsHome Warranty Plans
6720 N. Scottsdale Road #230
Paradise Valley, AZ 85253 (480) 428-8800 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: On May 10, 2013, I contacted National Home Warranty as our air conditioner in the basement was not working. The repair company sent was ********* *** ************. The service man stated that, after consultation with the warranty company, the repair was not covered as it was a repair of a previously incorrect repair. National Home Warranty stated that they would pay $250.00 of the requested $576.00 repair. I decided to get a second opinion from a licensed repair company, ** ***, and they stated that the part was not installed incorrectly. ** *** installed a new part for $ 375.88 and noted on their invoice that the replacement was not for a part that was previously installed incorrectly. The stated that the install was not required due to a previously bad installation but was due to normal wear and tear and that in their experience this is how the part was installed at the time the unit was placed in service in 1986. I sent an email on May 23, 2013 with a copy of the invoice including a statement by ** *** that this was how the part was installed at the time the unit was put into service in 1986 requesting reimbursement of $375.88 for the air conditioning repair performed under our home warranty. Despite many emails and phone calls over the past six month, we have only received one response stating that the part that was replaced was not how it is currently recommended to be installed, today in 2012 and so they would not pay any amount over $250.00. Despite that fact that they have never once demonstrated that the part was not properly installed at the time it was put in, which is what is stated in the policy. The policy states: " 2. NHW is not responsible for repair or replacement of any system or appliance which is related to: a. A condition which constitutes a violation of current building or similar codes. b. Improper installation, design or previous repair. " In addition, Section F23 states that National Home Warranty will $250 toward preexisting conditions. Not only has National Home Warranty failed to demonstrate that the part was improperly installed at the time of installation or previous repair but they have also failed to pay the $250.00 that they stated they would pay in their contract and in their letter to me on May 22, 2013. In addition, I have had to send many emails and made many phone calls spending hours on the phone and being promised that this matter would be resolved and now six months later nothing has happened. I spoke to ****, who stated that he was an owner, and he stated that we would be taken care of and that he was unhappy with how we have been treated and yet six months have gone by and we are still unable to get resolution to this matter.
Desired Settlement: Based on the above (the fact that we already paid the $55 deductible required for the repair and that the previous repair men’s statements were inaccurate and his assessment was self serving and overly expensive), I am requesting reimbursement for the amount of $375.88.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved