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Phone: (480) 428-8800 6720 N. Scottsdale Road #230, Paradise Valley, AZ 85253 View Additional Web Addresses
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This company offers home warranty services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:
- This business has no rating at this time because BBB file information is being reviewed and/or updated.
6720 N. Scottsdale Road #230
Paradise Valley, AZ 85253 (480) 428-8800 Directions
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Problems with Product/Service
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Complaint: National Home Warranty ("NHW") has refused to honor its warranty agreement with me for a claim made on August 5, 2015 after my air conditioner stopped working. NHW has refused to repair my air conditioner as required by the warranty agreement and refused to pay me for the cost of the parts and service for those repairs. Instead, NHW representative ******* ********** informed me on August 7, 2015 that NHW is unwilling to make the repairs because the NHW repairman said it made no sense to repair such an old air conditioner. Given this, NHW is obligated by the warranty agreement to replace my air conditioner unit, but it has failed and refused to either replace my unit or pay me the costs and service for a unit replacement. It has been more than two weeks since I made the initial contact with NHW. *** ********** ended the conversation on August 7th stating that she would notify me on August 10th about the price for a new air conditioner unit. Since then, I have left several messages for NHW , but no one from NHW will return my repeated phone calls about how NHW will resolve my claim.
Desired Settlement: National Home Warranty must perform under its warranty agreement to pay me the cost of replacing my air conditioner unit since it elected not to repair the unit within a reasonable time from learning about the need for the repair.
Problems with Product/Service
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Complaint: My contract with National Home Warranty (NHW) states that if repairs, including air conditioners, cannot be completed within 3 calendar days after the report of the claim, NHW will provide a status report to the service contract holder. Nobody has ever provided me with a status report. I have now spent 3 weeks and 2 days waiting for a replacement part they still tell me is on the way. Below is the documentation of my patience with this company. At this point, I expect a replacement of the AC unit as the company states that "the company will replace with a comparable unit meeting current federal, state and/or local government efficiency standard". Sunday 28 June, placed online claim Tuesday 30 June, ********* *** ************ (***) came to check on a leak, Wednesday 1 July, need to buy replacement coil, took *** 5 days to get in contact with the company that sells the parts in Georgia. Tuesday 7 July, *** talked to NHW to approve purchase replacement coil. But it was not approved by NHW until Thursday 9. I repeatedly call them for status report and they told me that they will call me back but they never did. Friday 10 July, *** placed order and I was told that the part should arrive in 2-3 days. Tuesday 14 July, I called for an status update and *** stated that replacement part had just been shipped that day and that it should arrive in 2-3 days. He scheduled installation for Tuesday 21 July. Monday 20 July, I called *** to confirmTuesday's installation and *** stated (again) that replacement has just been shipped, and that it should arrive in 2-3 days. Tuesday 21 July, I called NHW to complain that the ac unit has still not been repaired and no status has ever been provided to me, though the contract states it will provided within 3 days. They told me the Manager was going to call me back before the end of the day, which has happened before and NHW had someone call me back.
Desired Settlement: At this point, I expect a new AC unit to be installed in less than 3 days as stated in the contract.
Better Business Bureau:
Problems with Product/Service
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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.