Colonial Home Warranty
Home Warranty Plan Details and Reviews for Colonial Home Warranty
Premium: $345-431
Deductible: $60
Effective: 30 days after enrollment
Web: colonialhomewarranty.com
Deductible: $60
Effective: 30 days after enrollment
Web: colonialhomewarranty.com
| 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. |
We do not endorse any company in particular, however you should ignore the reviews that are overly negative or positive. Such reviews are not likely to offer a balanced view and some of them could be fake reviews posted to promote or demote a company. It is always a good idea to check BBB ratings and make sure the company is licensed to do business in your State by contacting State Insurance Commission. Try to avoid paying annual premium and keep your cancellation rights
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If you are a contractor/vendor, please post your reviews at contractor reviews section
They were receptive when I first called about the furnace not working. They sent out a repair man right away. But, he did not even attempt to turn on the unit, was here 15 minutes, was confident it would be covered under warranty and then asked for payment. Colonial denied the claim. I then asked Colonial to send out another company to check things out while the unit was on. We have not had heat for 45 days. Today, I hired an independent company who determined it was just a short in the thermous stat. Today I also looked up that company on yelp and see everyone has had the same negative experience. I’m upset Colonial would contract with such a business. I’m very upset they have ignored my request to send another business out, the furnace issue could have been resolved weeks ago.
If there was a rating lower than “poor” I would have selected it. When I called to submit a claim, I was given a number of a local plumber to call only to find out that the plumber works M-F only (it is Friday and it was at 4:30 the call was placed). Called Colonial back and they started “reading” the script that my option is to get my own plumber, pay them and then submit the claim to Colonial for “possible” reimbursement. Thieves, aren’t they? Von, a degenerate representative refused to cancel the claim. Why? No idea. He refused to explain anything and went on and on about the fact that I can raise my issue with the Colonial executives (which means I have to live with plugged sink throughout the weekend). He stated that it is not within his authority to cancel the claim! Why, I asked and his answer was: “I don’t have to answer this question.” I couldn’t believe what I was hearing and asked to speak to a supervisor. He refused and said there were no supervisors or managers on duty. I asked how he could work in this position without any management or leadership and again he said: “I don’t have to answer the question.”
Colonial is a rip-off Mafia-type of company. DO NOT SIGN UP WITH THESE people: no wonder they are cheaper… you get what you pay for… in this case, headache, lousy service and frustration. I am even calling my old warranty company and switching because this degenerate of a company is worthless…
This is not over. I will publish a blog about Colonial so that the whole world will be aware of this despicable service. I will escalate the issue to the highest executive level and all these degenerates in customer disservice taking the calls, should be immediately replaced.
Merry Xmas!
My furnace broke over a month ago, the technician came the next day, but the warrenty company denied most of the claim, approved a reduced amount for a second part, and has yet to pay. Check the fine print,there are a bunch of exclusions, that are very genaric.They wouldn’t approve the gas exchange valve,which is a main component of the hvac, because the eclusions said it didn’t cover valves.
Re: F Austin
We are certainly willing to work with you to resolve your problems. Given the generic information we can not determine your specific issue being experienced. Feel free to call our customer service department at 877-313-0001 or email [email protected] and we will do our best to resolve your problem.
Regards,
Colonial Home Warranty
Complaints Department
Re: Ken, Jacksonville, Nc
We are certainly willing to work with you to resolve your problems. Given the generic information we can not determine your specific issue being experienced. Feel free to call our customer service department at 877-313-0001 or email [email protected] and we will do our best to resolve your problem.
Regards,
Colonial Home Warranty
Complaints Department
Re: Lynette Setzkorn, Tulsa, Oklahoma
First, this contract went into effect on 11/19/2011.
The customer filed a claim on 11/22/2011, three days after it went active.
The contractor reported the unit is filthy. The condenser had vines growing on it. The unit is packed with dirt. The unit needs to be cleaned. The burners have rust and dust build up. The maintenance condition of the unit is poor.
This unit was found to have a lack of maintenance and as well the issues present did not happen in three days. Due to the lack of maintenance the claim was not covered. The only issue at this point was a burnt out control board which if the customer had repaired in addition to the service would have been able to have future issues covered by Colonial.
The customer informed Colonial that it was serviced last fall. We requested a copy of the records for review. The customer decided to cancel instead of sending in the records for review.
The customer failed to mention that all these issues were found 3 days after the coverage went into effect. At this time per our terms and without a copy of the prior records this claim remains non-covered.
Regards,
Colonial Home Warranty
Complaints Department
Do your home work and shop around. I wish I had done so. I have had nothing but problems, excuses and multiple phone calls trying to get my refund. I finally talked to a supervisor who did not care how he treated a customer. We had a very nice conversation. Please, Please do your home work and shop around for a warranty company that is backed by the better business bureau. They usually have the better business bureau seal on their main web page.
STAY AWAY! They are currently under investigation. I still have no refund. This company is a scam. I have contacted the attorney general and they have located the corporate offices in NJ, PA and NY Let bring this company down together and stop them from scamming innocent people. Fake names are also used by all the reps!!! They are sending me a list of the real names who run this SCAM and I will be exposing them to help others not to fall for this trap! I will gladly talk to your legal team if you wish just me the information so I can sue you!!
JUST NEED TO ADD: … the quote that Colonial refused to pay was nearly $1,000 for repair. I just had a real heat & air company out here and the heater’s running full blast for $308. My Colonial Warranty + $60 for the service call + $308 doesn’t come to $1,000. SKIP THE HOME WARRANTY. This one, at least.
READ THE REVIEWS FIRST! I didn’t. Big mistake. My heater has been maintained annually since it was first installed. Not according to Colonial, so nothing payable under the policy. I knew KNEW that would be the answer after I read these reviews online. Wish I’d done so before I signed up. PAY ATTENTION TO THE REVIEWS!!! Go with another company. Colonial’s a scam. I cancelled the policy, but that should not negate this review. I was fortunate enough to find out how worthless this policy could be in the first months of “service.”
READ THE REVIEWS FIRST! I didn’t. Big mistake. My heater has been maintained annually since it was first installed. Not according to Colonial, so nothing payable under the policy. I knew KNEW that would be the answer after I read these reviews online. Wish I’d done so before I signed up. PAY ATTENTION TO THE REVIEWS!!! Go with another company. Colonial’s a scam.
This is the worst company I have ever dealt with. My diverter valve for my shower/tub was not working. The policy clearly states it covers shower valve and diverters. I called in to file a claim stating the diverter was not working. The rep immediately stated diverters were not covered. It told him to read the policy and he stated it was not. I asked to speak with a supervisor and was placed on hold for over 30 minutes. Never was able to speak with a supervisor. I tried again later and was placed on hold again and was not able to speak to a supervisor. I called back and another rep stated they did cover the diverter and scheduled an appointment. Plumber came out and stated he need to call for an authorization. Never heard back so I called Colonial and they told me my repair was not covered because the diverter is connected to the faucet. I told them all the valves in a shower/tub are connected to a faucet and there policy clearly states they cover valves. They did not care. I again asked to speak to a supervisor and was placed on hold for over a half an hour. The rep came back on and told me they only have two supervisors and they are tough to get connected to. I believe their call center is overseas and the workers are told to say repairs are not covered. They are unaware what is and what is not covered. Run away from this company!!!!
DO NOT USE COLONIAL WARRANTY!!! RUN!!! SAVE YOURSELF!!!
I feel Colonial home warranty is perpetrating fraudulent business practices on their customers.
Colonial refuses to offer 9-5 PST authorization business hours for pacific coast customers. They only offer after hours service calls but not authorizations. So they will send you a vendor for the repair after 3pm east coast time, they just won’t authorize the repair after 3pm east coast time. Then you’re stuck paying for it yourself. Good luck getting your money from Colonial.
I feel if you’re going to sell product to West coast customers you should be required to offer normal West coast authorization hours. 9-5 west coast time. My new company American Fidelity offers 24 hour authorization.
Colonial did not disclose to me during the initial sales conversation the fact that their authorization department is only open until 3pm PST for West coast customers.
Colonial has repeated system wide outages that make it impossible to get authorization for needed repairs in a timely manner.
The trick is if Colonial doesn’t authorize the repair by not answering their authorization department phone # customer can get taken advantage of and over charged by the vendor Colonial sends out to do the repair.
Colonial offered me $72 out of $315 their vendor charged me.
Colonial pointed the finger at the vendor and said they overcharged me. This is the vendor Colonial sent to my house.
Colonial sends vendors to our homes that take advantage and overcharge customers according to the colonial home warranty authorization department who refuse to pay for overcharges. Colonial says their not responsible for actions of the vendors they send to our homes.
Colonial drags their feet on settling claims. To this date I have not received payment for an air conditioner repair that I was overcharged by a Colonial vendor.
Colonial is the worst home warranty company I’ve ever dealt with. I hope my postings on the internet complaint forms and BBB complaint form protect other unsuspecting consumers against what I feel are fraudulent business practices.
Stay away from this company,it’s the worst company i have dealth with,will give you the run around and lies until you get fed up.
I am shopping for a new home warranty since my contract with my current company ends soon. Colonial seemed the most reasonably priced and offered a decent plan. After reading these reviews I will keep looking. It honestly has nothing to do with what the former customers posted and more with their complaints dept. responses. They seem overly defensive and snotty. Not very professional at all. I hope you enjoy having one less customer. Sincerely, Still searching for a warranty company
Re: Tammy Brisbois Scottsdale, AZ
This customer signed up on our web side for our monthly service plan accepting all terms of coverage. The plan went just went into effect on 9/22/2011. The customer filed a claim on a Washing Machine on 10/3/2011 stating the issue “started” 2 days ago. The service vendor was assigned the same day.
The service vendor called in on 10/12/2011 and stated there was an internal leak in the unit tub bearings on a 10 year old top load basic unit. The contractor stated the unit was not worth repair since the entire tub assembly would need to be redone. Colonial verified the parts needed with the service vendor in addition to availability.
Colonial approved a buy-out on this unit based on the contractor recommendations and our terms. The buy-out was fair for a top load basic unit.
The customer called back on 10/19/2011 and wanted to have the unit repaired instead which would have cost about the same amount than just buying a brand new unit which is what we offered in the buy-out. Colonial did put the part orders in and contacted the service vendor to go over repair approval.
The customer was informed that the parts would be ordered and shipped and can take 5-7 business days since one of the parts was on backorder. The customer insisted on calling Colonial dozens of times for updates which we would not have until the orders were verified with the warehouse. This customer has no patience and the numerous contacts for no reason just slows down our ability to process the claim.
On 10/24/2011 the customer called in to cancel coverage thinking we were not actually processing her claim. Colonial canceled the coverage per the customer request and canceled the order for the parts. The parts were actually in our distribution center at this point and only 3 days to the customer.
The customer had one of two options here, either get a brand new unit, or wait for the parts to be shipped. We offered both options, the customer opted to have her 10 year old basic unit repaired, but did not give us a chance to fulfill the order and repair her unit.
We wish the customer luck and would have gladly followed through with this claim to the final satisfaction of the customer had we been given the chance.
Regards,
Colonial Home Warranty
Complaints Department
Re: F Austin TX
To say the least this person is posting false and inaccurate information. Colonial’s legal department is looking into these false accusations and blatant defamation against the company and will take legal action against the poster and the review web site as a result of these false statements.
Colonial has no relationship with any other warranty company. We are a Delaware based company in business since 2002. We have no operations in the State of NY, did we ever offer coverage in that state, so I am not sure how contacting the representative of that state will help. The person posting this review most probably has us confused with another warranty company that has and currently does offer coverage in NY.
We are confident that this anonymous post is a blatant attempt to hurt the reputation of an upstanding organization with no history of any legal action in NY.
We do make every attempt to respond to posts by our customer’s as demonstrated on this site. We also do take false posts very seriously and have contacted our legal department to take action.
Regards,
Colonial Home Warranty
Complaints Department
I’m a plumbing service provider for Colonial Home Warranty. I am a plumbing contractor that completes the service request made by homeowners,(given to me by Colonial) in a timely manner with quality & professional service. The PROBLEM I have with Colonial is that they won’t pay me after I have completed the work. They give me the run around about the check and keep putting it off onto someone else. I’m still waiting to get paid for jobs completed in July 2011. This company is a joke. I provide service for 4 other home warranties that pay within 30-45 days. STAY AWAY from Colonial.
Re: S Robinson Brandywine, MD
Colonial processed three claims in total on this account.
This customer had numerous scheduling issues and was insisting on having the same vendor repair her Dishwasher and Microwave. She even requested that Colonial not send our regular techs who repair these units but find someone that work on both. We did try to explain that not all technicians repair Microwaves but we tried. The customer also changed her mind a few times on weather we should dispatch or if she will get her own person. We did get a tech out to the home but after the initial diagnosis did not seem willing to deal with this customer. The customer chose to hire GE directly which is fine, but did not call in for approval on the GE estimates before having the work done.
The first claim was for a dishwasher with a $99 approved reimbursement which was the full amount the customer paid for the repair.
The customer accepted the reimbursement on 6/28/2011, check mailed on 7/29/2011, cleared on 8/3/2011.
The second claim was for the Microwave. Initially our authorizations department offered a reimbursement based on our costs to supply parts and repair a Microwave which was reviewed with the customer. The customer did not call Colonial to go over the repair and pricing, the customer chose to have the repair completed then fax Colonial the invoice. Since the customer never called for authorization ahead of time Colonial per our terms would not have to reimburse anything without prior approval. We did decide to work with this customer.
Colonial reviewed the part numbers and found that the GE service rep grossly overcharged the customer for the parts supplied. In addition, one of the parts should have been covered under the MFR warranty based on our research into the unit model and serial number. Had the customer called Colonial ahead of time Colonial would have supplied the parts from our GE dealer at a much lower cost.
Colonial initially approved a reimbursement of $251 which the customer disputed. Colonial did later approve an increase to $356.92 as a sole courtesy. The customer sent the form in on 8/5/2011. Colonial processed a check on 9/6/2011. The customer informed Colonial that a check was not received. Colonial opened an investigation with our processing center and cut a new check which the customer should have by now.
The customer also filed an Air Conditioner claim which Colonial approved through one of our service vendors on 7/25/2011 for $188.
Colonial in total approved and paid out $643 in claims for this customer. That is almost double what the customer’s coverage cost for the year and she still has a few months of coverage left. This customer certainly benefited from our coverage plan this year, even if you account what she overpaid for the microwave repair to GE.
Regards,
Colonial Home Warranty
Complaints Department
I have contacted Andrew Cuomo about this company! I smell a rat and believe they are the same company that agreed to a settlement with the general attorney last year for fraudulent acts National Home Protection.. These crooks do not cover anything and need to be behind bars. We have located where they are truly based and will uncover this scam. Jail time is imminent for the crooks who will not refund my money, contact Andrew Cuomo or complaints committee for New York General Attorney if you have been scammed like I have they will help you and also give you information on what is currently taken place. These people even stoop low enough to make up fake names. You will be shocked. Contact them now!
This company does not have customer service. I filed one claim with this company regarding a washing machine. I filed the claim on 10/13/11. Colonial contracted a company called Metro Appliance. I never heard from Colonial and Metro Appliance advised me to call Colonial. I could hear the claims department answer after being on hold for about 20 minutes, then I was hung up on. This happened about 5 times before I got a live person in claims. I was advised by the live representative that they refused to allow Metro Appliance to fix the work so they offered me a buy out of $213.58. The Claims department experienced an ‘outage’ two days during the week two weeks ago and on Thursday and Friday of this past week, in which you could not speak with a live person at all. I have sent several e-mails, and messages through their answering service (after hours) department and I was advised that they would call Metro Appliance, but Metro Appliance never heard back from Colonial and got the same recording when he tried to call. I called the answering services requesting a manager to call me back for the past two weeks, which has never came. To me this is fraud when you can’t get a hold of a company and nobody calls you back.
I called three days last week and each day that I called regarding a claim, I received the following recorded message, “I’m sorry,but our office is experiencing a customer service outage” then it just hangs up on you. This week, I finally got through to customer service who attempted to ‘buy me out;’ however, this was after the claims department hung up on me after being on hold for about one hour total. All day yesterday and today, I have tried to call Colonial at 1-877-313-0001 and I cannot get a hold of anyone in sales, service etc. because the same recording as last week is on “I’m sorry, but our office is experiencing an outage..”
How can you experience an outage two weeks in a row?
Can someone from your office call me?
Thanks
Tammy
I would NEVER use this company again. I filed a claim for our built-in microwave oven in Feb 2011. They could not find a company that could fix the problem. We waited a month without a working microwave. I had enough with the waiting and finally called in a certified GE technician to fix the problem after getting approval from a Manager with Colonial that I would be reimbursed for call expense incurred (which was to simply replace a part). After the job was completed and the receipts were faxed to Colonial, they did not want to reimburse me for the cost ($450). After repeated calls to Colonial – finally a manager offered to settle it for $350. I reluctantly accepted the settlement since we have been waiting about 3 months. I faxed in the claims settlement paperwork then waited for the check – which never came. I called the company repeatedly and each time no one could give me an answer on when the check would be mailed. I was told to wait 30 days (+15 days) before they could do a stop payment and reissue a new check. I did so, now it’s been an additional 2 months since the check should have been mailed to me. I called Colonial back about the reissued check and was told that someone from the authorization department would call me back. I have yet to receive a phone call. I have filed a complaint with the BBB and think that I will have to get my lawyer involved over $350… I would advise against EVER doing business with this company. The only reason we selected Colonial Home Warranty was the cheap price… Now we realize cheaper is not always better. I sent a letter to different Real Estate companies letting them know — Do NOT refer ANY customer to Colonial Home Warranty!!
I am a full time teacher and it helps so much to have a home warranty. I have filed 4 claims with Colonial and have not had any issues. The first three were minor plumbing and electrical repairs which were simple. The last claim they replaced the air handler for my AC system. It was such a simple process and I was very happy with the results. The customer service representatives walked me through every step of the process. I was very glad that I chose Colonial.
Re: Harnish shah | 09/19/11, 10:03 am
The customer did make a very good statement. He was considering posting a good review for his pool pump claim which was handled expeditiously, but did not. This is the main problem we find with these review sites. Customers tend to not go out of their way to post a good experience with their home warranty company but the second something does not go their way they’ll write five pages of complaints. The customer also failed to mention we repaired his second air conditioner the day after his claim was filed. Again, no mention of how quickly and professionally that claim was handled.
To expand on the pool claim, Colonial paid out almost $500 on this first claim which came in less than 5 weeks from when this policy became active. If we were looking to turn down every claim why would we approve that large of a sum? In fact we cover hundreds of claims daily but it all comes down to our terms of coverage.
The AC in question had a claim filed on 8/5/11 and the contractor called in on 8/8/11. There were multiple issues with the unit and the tech stated it was not worth repair. Colonial requested maintenance records as stated in our terms. The customer initially stated she had a warranty on the home for a while and the last time maintenance was done was in 2007 when they purchased the home, almost 5 years ago. Then the customer stated he has an electrician that works for his company who checks the unit periodically and came last year as well. This electrician works on air conditioners for his company.
We requested that the customer’s electrician call Colonial to review the maintenance performed since there were no written records available. The electrician called on 8/10/11 with the customer on the line. The contractor works in a chemical plant not for an HVAC company. He services their commercial chillers.
The contractor stated he does some basic checks on the unit and does not charge the customer. He stated he checks the caps and freon level. Our contractor found the cap to be rusted out when he went our for diagnosis and replaced it to see if that would solve the problem.
Since the customer did not have any “real” maintenance done, nor any records, as a courtesy Colonial offered to reimburse $350 towards the repair/replacement.
The customer later emailed the following for review:
“According to the repair mechanic, motor burned up first and since then my AC was running without motor working which made the compressor to go out.”
The fan motor is a relatively inexpensive repair, normally about $130-$160 to replace. The compressor and subsequent failures would be considered secondary damage. Colonial stuck with the $350 which was offered. The customer accepted and sent in the signed acceptance on 9/26/2011.
Regards,
Colonial Home Warranty
Complaints Department