ComplaintsforNational Home Warranty, Inc.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a long-time customer of Dwellness, formerly National Home Warranty. I submitted a claim on December 8 for plumbing services and the technician arrived to fulfill the service the next day, December 9. When I greeted the technician at the door, I explained I needed him to wear a mask. He responded "I don't wear masks." I explained that I had a health issues and was immunocompromised. He dismissed my concern and said "I'm not sick." I further explained that even if he didn't feel sick that he could be unknowingly carrying a virus and that I needed him to wear a mask because of my health situation. He said I should ask for another technician and departed. I immediately called Dwellness to complain and see if I could have another technician out ASAP and I was asked to leave a message for the manager. I did so and as of 2:30p on December 12, I have not heard back from Dwellness at all. Not from the manager and not from the company to fulfill my covered service request under my warranty. The simple request to wear a mask should be honored regardless of my health condition. I cannot do business with a company whose employees or vendors will not take simple precautions to protect my health and the health of my family. I want Dwellness to refund the cost of my warranty so that I may purchase another warranty with a more caring vendor. Dwellness also states on its website that their employees: "...provide a greater level of care and performance to our customers. Simply put, we service what we sell. Homeowners love the Dwellness difference which allows us to deliver best-in-class service and a second-to-none value product." This claim is false as the refutation of a simple request to wear a mask in order to protect my health is certainly not "best-in-class" service.

  Business response

  01/03/2023

  We apologize to the consumer . I have tried to reach out to her a couple of times now but the line goes to voicemail that can not leave a message. Please have the consumer reach out to the office and ask for Mark at her convience. 

  Customer response

  02/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18616184, and find that this resolution is satisfactory to me.

  I spoke to Mark from Dwellness and he was appropriately apologetic and acknowledged the importance of accommodating client's requests, especially for health reasons.  He also informed me that my experience led to additional training for his technicians.  I am satisfied with Dwellness' response and I will continue to do business with the company.

  
  
  Sincerely,
  
  Kara Kelley

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we bought our house in January 2022, we purchased Dwellness "enhanced plan" home warranty coverage that expressly covers "mismatched systems," which is a very common and standard practice in the **** industry. Our AC was not cooling, so we submitted a claim on 11 July, and their **** tech came out twice that week. After the second visit, he stated that he couldn't do any more unless the air handler was replaced. On July 25, ****** called ********* to see when they would install the new equipment. After several calls, they said that that they would only offer us $250 to settle our claim. On the second incoming call, ****** told us that all claims for mismatched systems only receive $250, and she stated, "yours is not a code violation." On the third incoming call with *********************, *********' president, he claimed that we have a code violation, but he refused to specify the actual code being violated, and he said that we needed to get a letter from either an AC manufacturer, city inspector, a licensed contractor, and/or the permits before ********* would replace our AC. We attempted to do this with a letter from a general contractor. But ****** said that wasnt good enough since the general contractor isnt licensed to install an **** system (but he is a subject-matter expert on building codes). So we resubmitted the letter with an endorsement from the general contractor's licensed **** installer. Yet ****** still refused to accept this and declined further communication until we met his unreasonable demands. The dispute is that ********* is ignoring the word "if" in the coverage clause, so they won't honor the contract's explicit text and purpose to repair or replace a broken mismatched system. When I filed a complaint with AAA, they declined saying: "********* failed to comply with the AAA's policies regarding consumer claims, set forth in the Consumer Due Process Protocol and the Consumer Arbitration Rules, including the Costs of Arbitration."

  Business response

  01/03/2023

  We have initaited a cancellation of the policy for hte consumer per the terms and conditions stated in our policy. The homewonere has a house designed for more than two HVAC Systems which excludes his home from coverage. We backdated his cancellation and proreated the refund les services provided to the date of cancellation. We also sent them a refund for the prorated amount and a leter explaining the cancellation. 

  Customer response

  01/11/2023

   
  Complaint: 18453492
  
  I am rejecting this response because:It shows Dwellness' pattern of fraud because nowhere in the contract policy does it say that we can only have a total of two systems in our house there is no such exclusion because it simply says that two systems is the most that they will cover. It's like their coverage clause for keys: the maximum that they will rekey is four, but we have more than four locks in the house, so that doesn't mean the contract is void because of the fact that we have more than four locks, it means that only four of our locks are covered, not the rest, any four we choose will be covered. ********* continues to make up new and creative ways to deny coverage that aren't in the actual text of the contract, please see the transcript of the telephone calls where first ********* said that we didn't violate any codes, then in a later phone call ********* said that we did violate a code but couldn't name any codes that were violated because there are none! They used this excuse to payout only $250 on a system that requires replacement. *********' response doesn't follow the terms of their own contract, and they interpret it however they want because they unlawfully refuse to pay for the necessary replacement that their own service person said was needed. This is the fourth or fifth different way that ********* has tried to cheat us out of coverage because the contract explicitly covers our HVAC system, in fact the contract cost extra money to explicitly cover a mismatched system, which they first repaired when there was a heat issue early in the contract, yet Dwellness didn't have any concerns about coverage for this exact same system at that time when we paid the $85 for the service call and it was an inexpensive repair, but now that we need to use the warranty for exactly the reason why people buy such coverage, catastrophe, ********* reneged on the contract's promise in multiple ways, including not paying their dues with AAA to arbitrate, which is the contract that we bargained for and for that alone we're owed a full refund on the entire contract plus the cost to replace the ***** In short, ********* invented this new "rule" (no coverage at all because our home has more than two systems total), thus Dwellness choosing to give us a partial contract refund is solely for the purpose of trying to get rid of us by unlawfully rejecting our claim with a bogus excuse made up out of thin air. This exclusion is nowhere in the contract, whereas the coverage is explicitly provided for in the contract, as we have unequivocally pointed out and quoted in our Complaint. 
  
  Sincerely,
  
  ***********************

  Business response

  01/17/2023

  We reject ************** allegation that we are committing fraud by adhereing to the terms and conditions set forth in the contract. ************* purchased the contract under the terms and conditions previously outlined. It is the contract holders responsibility to read the terms and conditions of the contract which clearly state that we cover homes that are designed for residential application and cannot exceed two systems. ************** does not get to pick and choose which systems he wants or needs fixed. He had the option to buy the additional coverage at the time of purchase but chose not to insure the 4 units that his house is designed for. I can only assume ************** either did not know he needed the coverage or chose to pursue the coverage with full knowledge of the contract . It would be nice if all insurance companies allowed us to buy partial coverage and then pick and choose the components or equipment that are going to be covered after a loss occurs. Unfortunately I do not know warranty coverage that offers that type of coverage that ************** desires. We again reiterate our position that we have exhausted our efforts to resolve this with ************** and have refunded his policy under our contract terms.

• Initial Complaint

  06/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a home warranty when we purchased our new home last July. They were super helpful up until today June 11th. We reported a claim in February for our dishwasher. They sent out a service company and it seemed to fix the issue. On May 6th we filed a claim for the same issue. Again a service company came out looked at the dishwasher. The service technician bypassed the safety on the dishwasher along with replacing some more parts. It didn't fix anything. On May 24 we filed another claim and they sent out the same service company who replaced another part and it still didn't fix it. On June 7th I spoke with them and they said they would send out a different service company for a second opinion. On June 11th the service company came and assessed the situation. He called the warranty company to report his findings. Since the previous technicians work could have resulted in a fire he reported that to them. The manager apparently didn't like what he had to say and hung up on him.

  Business response

  07/15/2021

  Business Response /* (1000, 5, 2021/06/24) */ We received call from Mrs. ****** that the dishwasher was still not working. We sent out another vendor as a second opinion & they reported several parts needed - recommend replacement. NHW offered homeowner to replace dishwasher. Homeowner opted cashout in lieu of replacement. A check is being mailed to Mrs. ****** for the dishwasher replacement.

• Initial Complaint

  05/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  National Home Warranty in Las Vegas NV. I live in Henderson NV XXXXX. I bought my condo 7/2019. I purchased home warranty through NHW. Approx $600 yearly for coverage. My AC went out last summer. They came out, repaired , & I paid $75. AC Went out again 1 month later, they came out repaired whatever, again I paid $75. 1 month later it went out again! They came out, I refused to pay, the tech claimed I needed a new compressor, approx $1500. He did not check for leak. I ended up buying the compressor. They brought out 1 mobile ac unit to help me until install a few days later. (I didn't need a new compressor, total scam & lie) After install my air went out again about a month later, but this was unrelated to them. (Water was turned off by construction crew) they came out, fixed no charge. AC worked fine for a few months, & then winter. Did not run it. My AC went out again yesterday!!! They are charging me $350 to find the leak! I paid another $75 today, hot in here!!! Help!

  Business response

  06/24/2021

  Business Response /* (1000, 7, 2021/05/28) */ We received a call from Mr. **** July 2020 regarding A/C no longer cooling we sent out a contractor who found bad capacitors, they replaced capacitors & installed a hard start kit. In August 2020 we received another call from Mr. **** that A/C was not working again. The contractor found the compressor was not running. We authorized to install a compressor per our contract the access, diagnosis, repair, or replacement of any compressor is limited to $1,000 aggregate per Contract Term. On May 13, 2021 Mr. **** called regarding A/C not cooling our contractor performed isolation test and pressure tested system. Found a major leak in the line set behind the drywall. Per our contract A refrigerant handling fee of $175 ($350 if the refrigerant is R22) for up to 2 units no more than 5-tons each will be assessed at time of service if the system requires recovery, disposal, addition, or replacement of refrigerant. The leak in the line set is not a covered item per our contract. In good faith NHW has reimbursed Mr. **** the $350 fee he was charged for the refrigerant handling fee via check.

• Initial Complaint

  05/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My name is ***********, I would like to open a business complaint/case. Ive had insurance with National Home Warranty for 3 years estimated total. I did stop my with them for one year in between and re purchased this year. Ive never had issues with this company until now. Now that my *** washer/dryer machine broke down I gave them a call April 14, 2021 to let them know that it is not working and they charged me a fee of $75 co payment because they told me someone from their team will call me and get it fixed .... April 16 ,2021 they came to take a look at my washer machine, the person that came to inspect told me that I need to order parts and he would be back. Two days after ****** from this insurance company called me and told that they cannot fix my *** washer/dryer because it was outside mind you my Duo washer/dryer has been outside 7 years plus and in the shade. I tried to explain to ****** that my community is one of the first homes built in Las Vegas very old homes this is the way my house is structured this is why my *** washer/dryer is outside just like the rest of my neighbors. My home was built in 1956. Rachel gave me no time to explain to her, she responded with attitude and hanged on me. Two days later I called them back and Rachel answered the phone to try to explain once again about my home. Rachel responds "I am not going to argue with you, you will have to call the contractor". I called the contractor and the contractor told me why was this call referred to me if Rachel is the one that has to authorize all insurance claims. I called Rachel back and she told me she was going to put me on hold while she passes me to the "contractor" I was on hold for so long I had to hang up the call. The *** washer/dryer has been fixed by them before and I never had a problem with them trying to resolve the issue, seems to me that now that is has be replace they don't want to do anything for me. The problem with my *** washer/dryer is the same problem they supposedly fixed before which is the Drain Pump. When I purchased this warranty that I bought it through the phone they never asked me when was this house built or any relevant questions. Company name: National Home Warranty Phone number: 702-641-8888 Address: N/A

  Business response

  05/25/2021

  Business Response /* (1000, 5, 2021/05/13) */ We received call from Mr. ****** on April 14, 2021 machine does not drain water remains and does not do the final spin. We dispatched the call to our vendor. We received report back from our vendor with their diagnosis & we confirmed that the unit is outside of the home. Per our contract it states we cover systems and/or appliances must be located within the main foundation of the home or garage. We are aware the unit was previously worked by our vendor due to the pre-approval amount we have with our vendor they did not notify us that the unit was located outside the main foundation. So Mr. ****** received a service & repair which should not have been covered under the contract. In our contract it also states we recommend that the homeowner review their contract. As stated above unfortunately per our contract we can not cover the unit. Consumer Response /* (3000, 7, 2021/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I purchased this Warranty on the phone, I never even received a contract why wasn't I told this or explained this. Business Response /* (4000, 9, 2021/05/24) */ We have an email address for Mr. ****** that he provided where we emailed a copy of his contract in June 2018 & July 2020. We also emailed the renewal notices which include copy of the contract in May 2019 & June 2020. Our contract is also available online for our customers to review.

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