Colonial Home Warranty
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Home warranty is a complex insurance product. Unlike home insurance, it does not provide blanket coverage for all appliances. Pre-existing conditions and problems resulting from lack of maintenance of appliance are are generally not covered by home warranty companies. Home warranty sellers may not state these factors clearly, and this will create dissatisfaction among customers. Due to these factors, you will see many negative reviews here. |
Don't be intimidated by some negative reviews here. If you have maintained your appliances in good condition and go with a reputed home warranty provider, your coverage will be fine.
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DO NOT USE COLONIAL HOME WARRANTY!! Over two weeks ago I filed a claim to have my refrigerator repaired. The first service contractor assigned to my claim informed me two days after he was assigned that he did not service my area. The second contractor assigned to my claim informed me two days after he had been assigned that he did not service refrigerators. The third contractor assigned to my claim failed to show up on three separate occasions, which I took time off of work on two of those occasions. After one and a half weeks without a refrigerator, Michael, the customer service rep from Colonial told me I could hire a contractor to service the refrigerator, but at the same time he would also be searching for a fourth contractor as well. This was last Friday. On Monday I contacted Sears and scheduled one of their repair technicians to come out to service my refrigerator. They came out on Wednesday and fixed the problem. The total cost for the repair was $276. I forwarded the receipt for the repair to Colonial today and received a call back from Michael informing me that I was only going to be reimbursed $61.38.
Service reps read off teleprompters and are verbally agressive. They are intimidators and much like bullies.They will not have an open discussion about discrepancies & all conversations are double talk.They simply want to reject claims. In my part of the country every appliance repair company I spoke with report that 100% of their claims with Colonial are denied.There is no way to contact corporate which is a huge red flag.It is simply not smart to do business with a company that is not transparent enough to give out corporate phone numbers.The info from the sales force does not coincide with reality.The customer is required to do diagnostics but not too many or the warrant will be voided. I am embarassed that I fell for their sales pitch.They do NOT have an A rating with the BBB.
If it were possible to give this company a negative rating I would. I submitted a claim for a $100 garage door opener that failed to operate. It took over a week for a contractor to set up an appointment with me. They had to assign the job to 3 different contractors before one would take it. The eventual service technician diagnosed the problem within 10 minutes – the gears that turn the door drive had worn out and been stripped. The report was filed with Colonial Home Warranty.
Colonial contacted me to tell me they would not give me details of the report until I made payment for the service fee, even though it had been paid previously that day by credit card. After 10 days, several unsuccessful attempt with Colonial to resolve the payment question, I personally requested an invoice from the service vendor and forwarded it on to verify the payment.
Only then did Colonial inform me that they were denying my claim because I did not report the garage door opener as failing before it broke. It’s a garage door opener. It goes up. It goes down. One day it works and one day it doesn’t. They were unwilling to adjust their claim decision or escalate to a manager. The only way to dispute a claim is by mail.
If you are considering Colonial, be aware of the following:
1. Customer Service Hours are ONLY Monday – Friday, closing at 3PM on Friday
2. They may offer you a very low rate or service fee, but service vendors don’t want to work with them because of it
3. They will deny your claim because of bogus reasons like above
4. They will not help you resolve disputes between them and they service vendors. It will be up to you to solve.
CAVEAT EMPTOR. BUYER BEWARE.
Colonial called for two months trying to sell me on their home warranty and I finally signed up for a year. After one month, I needed a service call on an ice maker (that I paid extra to cover). The first words out of the agents mouth were “If you haven’t done proper maintenance, we will not pay for the repairs”. Regardless, I needed the ice maker working and scheduled a service call. I was sent via email, two different contacts that would be involved in the repairs (why two I could only guess). After neither showed up after three days, I called them. Both replied that they did not work, and would not work for Colonial because they wouldn’t get paid and they were extremely difficult to work with. I called Colonial back and told them what I had been told and still needed my ice maker fixed. Another ten days went by without hearing anything else so I called Colonial again. Their response was “we are still working on getting a contractor to you home”. I told them if I didn’t hear from them by the next day I would be cancelling my contract. At the end of the next day I called Marc Gold at (877) 313-0001 x 209 and told him I wanted to discuss my problem since when he sold me my contract he said I could call him if I ever had any problems. Before I could begin to voice my concerns, he immediately transferred me to “Cancellations” and never said another word.
It appears if you are content to deal with a third or fourth rate company, Colonial Home Warranty is the place for you. It isn’t for me. I could never recommend Colonial to anyone and hope anyone reading this will review all the feedback and go with another company. Their advertisement stating they have 98% positive feedback is just another one of their mistruths. Buyer Beware!!!!
I have been enrolled with colonial home warranty for about 9 months. The salesman explained to me the different plans that they offered and what all is covered and not covered. The technician came out the next day after I called to fix my furnace. They detected that the AC was low on freon and charged it up. All this was covered by Colonial home warranty and I am ready for the warm weather. Thanks
I had an AC malfunctioning in the middle of the summer. I called colonial to make a claim. Next day they send the repair service and get it repaired in a timely manner. Five star- service and care. Thanks
horrible company! I had one claim with them. it was for $175 but they would only agree to reimburse $40 of that. however, they didn’t even reimburse that!!! they kept saying they sent me a form, which I never got. they were rude every time I spoke to them on the phone. needless to say I did not renew with them & I don’t recommend them.
This company is a fraud. On July 14th, 2011 they sent out a technician (Edwin Gfeller) who serviced our units and made repairs that he stated Colonia Warranty would not cover, charging us #315.00 on top of Colonials $45 service fee for sending him out. We paid $8,500.00 to a company to replace one of the units, after the woek he claimed to have serviced. In mid March of 2013, one of the alleged serviced units stopped working. We ha company that installed the new unit out for a routine service call to the new unit and asked then to check the remainining older unit. The state the units fan stopped working, approximate a $600 replacement job. We again called Colonia andthey sent out Morehart Air Conditioning Service at a $45 cost. We called Edwin Gfeller to obtain copies of his 2011 service records. He contacted Colonia and got them to reassign the work to him. Once again we got the run around after we made it known that our new unit installer had already determined the fan was the problem on the older unit. Gfeller seemed to lose interest after he realized we knew what had to be done, then Colonial called wanting service recors. We faxed the records and after a week or so called Colonial. They claimed they were waiting for the records. We explained they were sent regarding the service our new unit installer had done for us. Later, on 04/10/13, Morris with Colonial’s claim service called to deny our clain for lack of records. We found the records Gefeller had given us in 2011 and I faxed them to Colonial on approximately 45 minutes after Morris had called. Today 04/12/13, after being without air conditioning on the West side of our home since mid March of 2013, I will attempt to call Morris for an update. Would love to get together with other customers for a class action law suit. Reuben T. Carter, email address of carterter@cox.net.
I Purchased their top Tier plan by prepaying 3 years at $900 for each of my 3 properties, filed one claim and it was hell
Very Poor service, I put in my 1st claim after a year of having the warranty that the element on my 2 year old range stopped working, they contracted Allright Mechanical who blew the main braker to the whole while tesing an unplugged range (how I don’t under stand). Then he told me that he had to order two controllers for the range and would be back in a few days with the parts, when I called Allright Mechanical 16 days later, they said they were waiting on Colonial Home Warranty. I called Colonial that same day and they said they would call me back only to call me back and say the claim is denied because they don’t cover the knobs. I said it’s not the knob, it the controller, they said the nob is connected to the controller so it is part of the knob not being covered, I asked about the element, he said that’s controlled by the knob and also not connected.
They use unprofessional contractors.
Now it will be my mission to let everyone know not to sign with these guys, In the morning I’m asking for a refund on all three properties for the remaining two years.
Don’t buy,Don’t buy,Don’t buy,Don’t buy,Don’t buy,Don’t buy,Don’t buy,Don’t buy,Don’t buy,Don’t buy,Don’t buy,Don’t buy,Don’t buy,Don’t buy,Don’t buy,Don’t buy,Don’t buy,Don’t buy,Don’t buy,Don’t buy,Don’t buy,Don’t buy,Don’t buy.
Did I mention don’t buy from these guys, they are a RIP off. I will go back to Fidility.
They offered me $78 (Sears charges about $80 to come out to look) to call anyone I choose to come repair my stove when I asked to cancel all 3 of my remaining contracts and get my money back.
Colonial Home Repair was quite anxious to sell me a three year package at a good price and low service call. I should have known that the follow through would be a disaster. On two occassions I call, and neither time did they have a technician in my part of CA. Indeed, both times they told me to find a local vendor and they would reimburse me for the service. On a cold Sat in Feb. my furnace went down, and I called. The technician they referred me to was over an hour away and refused to go out of his service area. In calling back the after hours folks could do nothing more but told me I could get a local technician and get the work done and submit it for repayment. Well, I faxed the repair receipt and information they requested, and they even spoke to the technician, but then demanded more information that could only be obtained by climbing a ladder and crawling in the attic to find a serial number on the unit. I cannot do that, and the technician who did the repair should not have to come back for that, so I submitted what I had. Colonial never let me know they refused the repayment, and I only found out when I called on 4/4/13. They are very quick to take your money, but will not even let me talk directly to the claims dept. I suspect this company has a great marketing department, witn no infrastructure to fulfill their promisees.
Beware of Colonial…..its a scam in my opinion.
These guys are horrible. Customer service is laughable. The part of the website where you make a claim is always down, but the part where you can buy a policy seems to be working fine.
My pool heater was broken and would only fix for about a day. When I would call to have them come back out Colonial would demand to see the last 2 years worth of maintenance records. They have an out for just about every possible scenario.
Crooks….don’t buy it.
Colonial Home Warranty seems to send out “technicians” who look for ways to not do the requested repairs. Information about the condition on an air conditioner was false. Two CHW technicians made mistakes, costing me almost $800 in non-related repairs.
Recently, they refused to repair a broken dryer because we had reported that it was “squeaking” two months ago and they refused to send a technician at that time to check out the noise. In the last year, I have paid out much more that the cost of this useless contract!
I am a Colonial Home Warranty customer and am currently under a 3-year contract. (I am in no way affiliated with any home warranty company and am just an average homeowner with my only “agenda” being that I would like fairness and professionalism from the companies with which I do business. Having said that, I am EXTREMELY dissatisfied with Colonial’s Customer Service. I have finally given in to their completely unreasonable “Buyout” offer in lieu of repair or replacement of my dishwasher because I can see that there is absolutely zero chance of reasoning, let alone even speaking, with anyone on any “management” level to discuss the merits of my appeal. My appeal letters have been ignored, my emails have alson been ignored, my phone calls have not been returned, and I have been told that there are no supervisors available to speak with as “they are all very busy” and there is nothing more that can be done for me. Colonial chose to take the cheapest way out when a repair was possible tor a reasonable cost. The company will hide behind the fine print in you contract and bank on the fact that you probably will not actually ever choose to arbitrate their poor customer service since the cost to you to do so would be too high. DO NOT conduct business with this company. My previous home warranty was with AHS (American Home Shield). It expired, so I went with Colonial after being bribed by their slick salesman on the phone, however I will not be renewing my Colonial contract. Other companies may be more expensive, but if I had it to do over again, I would opt for the slightly higher cost but much better customer service. I urge you to NOT conduct business with Colonial Home Warranty Company.
This company needs to be reported to the BBB, the Attorney General, and a class action lawsuit needs to be filed.
My furnace went out on Monday, March 18 with 25 degree temperature in Chicago. It took a week for Colonial to send out a contractor, when the contractor finally came they had to order a part, the contractor returned a few days later with a part that did not fit, the furnace ignition switch, then had to get the correct part. The contractor notified me that he was waiting for Colonial to approve the part. Colonial called me and said they were denying my claim to repair because my furnace is under warranty and said it was a different part that needed repairing from what the contractor told us. I asked for my $45 to be returned and I was told that I am being charged for a diagnosis. I asked for a claim denial letter and was told they are the call center and I would have to email corporate because they do not have a phone.
These people are a rip off and this was the 3rd attempt to get a repair that never occurred. I will be contacting my bank to find out out filing a fraud charge with them and contacting the fraud division of the Attorney General.
In the meantime, never ever give you money to the crooks unless your have it completely fixed.
If anyone wants to join me email me at jeajns@rcn.com.
We need to put a stop to this.
The devil is a liar and a thief colonial is both.
This is the worst home warranty I have ever had. I had three claims and each time the repairs was not made with the exception of having to pay extra for a part, and taking weeks for a contractor to come out especially when my furnace went out in the winter time.
I am looking into filing a fraud and breach of contract with the Attorney General’s office and the Better Business Bureau and seek to have my monies refunded.
DO NOT UTILIZE THIS COMPANY AT ALL, ANYONE SAYS BETTER IS LYING. I HAD TWO PROPERTIES AND THIS HAS BEEN A PROBLEM ON BOTH.
I am very disappoiinted with this company. The reason for taking out the warranty was to have some peace of mind about things getting fixed when they occur. I spend a lot of time away from home for work so I wanted my wife to have a way to get things done so she didn’t have to worry about it when something breaks and I am not there to fix it. So far after two years of the three-year plan I took out, we have had trouble with every claim we have made. The troubles range from having to argue whether they will cover the problem to finding someone reputable to actually do the repairs at their assigned rates. They even try to “buy out” of fixing things that I took the warranty out to cover (our dryer because they said it was too old and our air conditioner cooling coil because they said it was not installed properly). This is the way they try to absolve themselves of any further responsisiblity for the things they orignally agreed to cover. I will be very glad when this last year is up so I can find a plan that will do what it is supposed to do. I don’t want to have to spend more time arguing with and reminding the warranty company about their responsibilities under our agreement or contract. That ends up taking more time than it would take to just fix the problem and creates more aggrivation than the orignal problem. This company is full of talk and very short on doing anything useful for the money they collect.
We have had nothing but problems with this company since we filed our 1st claim at the end of January. It is now mid March and we are still waiting to hear anything about our reimbursement & everytime I call there is another form they need to email me that I have to fax back or another illegitimate reason why the refund has not been sent! We decided to go the reimbursement route after they told us it would be 3 weeks or more before they could have someone come out to fix our refrigerator- funny, I had no problems getting someone to come that day! They have not even contacted us once regarding our reimbursement and frankly I am done being nice about them screwing us around. I am sorry to the next operator that I speak to- I’m sure I’ll have to call again- because you will probably feel the wrath brought on by what the no-good, greedy, run-around company you work for has caused. Ridiculous!!!
I purchased a warranty from this company and they caused more problems and delays in the repair of my home than I ever imagined. Their costumer service reps are rude and they do not give you any options to resolve the problem other than with an alleged supervisor. You do not have the option to discuss any complains with a live person. If the manager does not resolve your dismay, they asked you to write a letter or email to a mail box to place a comaplaint. I did it twince and never even got an acknowlegment that they got my complaint. Their subcontractor got in a fight with my renter and I almost lost my renter over the incident. They never apologized or did anything about the incident. I paid my policy upfront and when I called to cancel after a few months, I got back a few dollars. Worst thing about the company is that talking to the costumer service reps is like talking to a wall. Also their turn around time to respond to calls is more than 48 hrs; ridiculous. One time they made a mistake and stopped the process of my claim because apparently I had not made a payment of the deductible. Later they realized that I had made the payment but they had not processed it, mean time me and my renter waited for ever to be taken care of. Their operation is a mess, do yourself a favor, do not buy your warranty from this company!
I have the best warranty plan you can get from Colonial Home Warranty. The first thing it says it covers is “heating system”. I filed a claim because my heating system would not stop operating. The house kept turing into a sauna. I explained that i have a boiler system and explained the situation. They sent a person out for $65 and after several hours, he left bewildered. He thought it was an electrical component on the system. I got a call a few days later from Colonial and they said that boiler systems are not covered. I was not sure what to say. A boiler system is a heating system. just not the right kind i guess. So in my opionon, this company is nothing but a bunch of con artists. dont worry about a home warranty if your looking for a house. you will NOT get a thing out of it.
I filed a claim on Monday 11, February 2013 for my washing machine. Your company couldn’t didn’t find anyone to do a service call and didn’t keep me informed of the status. I had to keep calling to get anything done. I got a contractor to do a service call and call your company to give a diagnosis. Your people twisted their words around to get out of paying for replacement or repair. There is a big difference between ” The washer making a little noise” and “The main bearing is out and needs replaced”. I read the manual and the only maintenance required is cleaning the filter, which I do. I had a different home warranty company previously and never had this much trouble.
Colonial offered me $100. That is not acceptable. It doesn’t cover repairs. I am disputing your offer. I have paid my premiums and have been a good customer. I am still waiting for Colonial to pay for repairs or replacement and be a good company. I have received nothing but lip service. The only time I got a call is when my claim was denied. Do you really think this is proper customer service?
I truly feel like I have been violated and ripped off. I paid your company for a service and you didn’t do what is expected. That is breach of contract. I am very disappointed and dissatisfied with Colonial.
Please do the right thing and honor your contract. Please forward this email up your chain of command and contact me with a better offer.
Without Colonial I and my 2 boys would be standing here in the cold. My Boiler wasn’t working and it was extremely cold outside here in Denver. The same day we had someone at our house looking at the at the boiler and thank gd he was able to fix it on the spot. God Bless yall. Thanks you COLONIAL
I would like to share that I have Colonial for one of my rental property and according to m y property manager that said it was handled very well and saved me a few hundred dollars, it was a fan motor for the HVAC system. While I am new to this company, I am pleased with my first experience. At this rate, I will transfer my other two properties to them when they expire. The premium was much less then I have been paying the last few years with the other guys. Thank You
I had a big problem with my toilets I had a back up and I called colonial and they had Someone sent out to my home later that morning to unclog my issue and the stress I had because of it . One less headache I have in my life thanks to colonial .
Colonial really took care of me price wise , since I am a veteran . And the service they provided us with was Absolutely up to military standard . Satisfied with the efficiency and the timely fashion of this company .
Colonial does not have any roofing providers in my area. Rather than telling me this when I purchased the policy, they just let me file a claim and spend weeks waiting for someone to show up. In the meantime, we have had record setting rainfall and I have a hole in my roof.
For a previous claim, my heat was not turning on and the contractor they sent (from 2 hours away) said Quote “Your heating system is not designed to operate at cold temperatures”. We have plenty of decent workmen in this area, Colonial is just unwilling to pay them fair going rates.