Business ProfileforHomeLife Warranty Protection LLC

****** (Sales Rep) had me sold at telling he would beat his competitor price and take care of our home needs. He said he would give me the BEST coverage. We have paid several $65 service fees for irrigation drip system (wasn't fixed) that we later paid an outside company to come fix. Our washer another few $65 service fees to repair (still not functioning properly). Now our 1 year old refrigerator. Tech came out to look at t, took him several hours to find out it needed a panel board. This was not communicated the Wednesday he was at our home. Thursday we called and no one anything. No returned call. Friday I called and the guy at the appliance shop was rude! He made no sense and placed me on hold several times just to tell me they couldn't find the part. I called HLWP and the *** stated she would look into the issue. End of day Friday HWLP called and stated the part was not available and not covered by home warranty. Our fridge is a year and a half old $1500 from ****** We didn't buy extended warranty as we figured we were covered with HLWP, $55 additional charge for fridge coverage. PANEL BOARD is NOT covered. ****** stated our next service call is FREE. No Thanks can't wait until our contract is over.

Hello ******************. We're sorry you're not satisfied with our customer ********************** or our ********************** contract. After researching your statements in the 1 star review and listening to the recorded calls, we believe we've fulfilled our service contract and not misrepresented. In addition, our claims manager has gone above and beyond to do his best to find solutions for you. Please see the specifics on each of your service requests: Irrigation. All three service requests (one for the Drip System, & two for Sprinklers) were repaired. The homeowner did not call us back to report any of these repairs weren't fixed properly, If a repair malfunctions within 30 days, we send the contractor back as a recall. Please note; Contractors focus solely on the issue stated in the Work Order which states exactly what the Homeowner informs us when they call in the issues. All three Irrigation repairs were separate failures called in at separate times. Washing Machine: Washer was repaired in June 2022 & in July the home owner called back and stated it worked but made a noise ever since the new agitator was installed. We sent to the contractor a Recall Work Order as it was less than 30 days. The appliance company spoke to the homeowner over the phone & the homeowner decided to have them NOT return. They did however, return in September while they were on a repair for the Kitchen Refrigerator. At this time, the tech removed all the Washer error codes. Kitchen Fridge: Homeowner called in September 2022 & Contractor diagnosed a bad main ************* which is not covered due to the homeowner not having purchased the ************* Option at time of purchase. They also diagnosed a bad Temp Sensor which would be covered, but both of these parts are no longer AVAILABLE although the refrigerator is only 2 yrs old. The brand is ************* who contracted with other appliance companies to make the appliances (indicated by the 1st 3 digits of the Model #, in this case Haier). Furthermore, although these parts are not available through regular supply houses, HLWP has taken it upon ourselves to get the part numbers & given to the homeowner in order to assist our client with trying to procure these parts on their own, as we realize this refrigerator is only 2 yrs old. Our claims manager informed the homeowner if they are able to find the parts, then HLWP would absolutely cover the Temp Sensor. As for being upset with ****** at time of purchase, it is our company policy to email new customers their Service Agreement to read in full, sign, & return to us. Their signature states they agree to the ******************* (signed on 3/18/21), thereby acknowledging the home owner knew the ************* coverage option is one they did not choose. If a homeowner would like to add any additional coverage, they may do so within 30 days of their initial sign up date. Hopefully, the parts needed will be located soon and we can repair the Temp Sensor. We know it's frustrating when parts aren't available. The pandemic has made it difficult to get parts not only for our industry but in many other industries across the world. Obviously, this is something beyond our control. Our team is very saddened with the one star review and we're hoping to rectify the situation by continuing to assist in finding the parts needed to finish the repair on the Refrigerator. We take great pride in taking care of our customers. The next service call fee waived was a customer ********************** gesture and our way to continue to go above and beyond but, if you would like us to remove this gesture as stated in your review, then I will note your account. Thank you for choosing HLWP. We appreciate your business. HLWP