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Nationwide Home Warranty

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Mary of Carson, CA July 16, 2009

My house is covered and my icemaker quit working. Called Nationwide for service and they sent me e-mail with a company. Paid him the 60 service call and he came Thursday, 7/16/2009 at 12:30 p.m. He called company and told them icemaker needed replacing. They refused to authorize payment saying it wasn't covered and said they wanted to speak with me.

When I called them customer service said they would offer me 150 to close the claim and e-mailed me a release to sign. I refused to sign it and wrote them a letter stating that I was covered and noted that the contract I signed, item #6.4.11 refrigerator/icemaker was covered. Cust. Svc. told me to use a contractor of my choice to have it replaced. I called around and found out the part alone was 179. and installation another 100 or so. The 150 offered would not cover the part.

I told them in my reponse that I want satisfaction, I wanted a replacement according to the terms of my contact. They have not responsed. I called the original contractor back and asked him to re-telephone them again asking for authorization to repair my icemaker. I have not heard from him or them. I stated in my letter that I would seek redress if they did not repond within 24 hours. In addition, I also stated in my letter that I was still waiting after more than 3 weeks for service on my garage door in which they referred me to a company that did not service my area.

Art of las vegas, NV July 2, 2009

I paid Nationwide 725.72 on February 4, 2008 for a warranty on my water heater, air and heating system. Our water heater burst on April 7, 2009 and they will not honor their contract by paying for a new water heater. To make matters worse, they refuse to cancel my contract and refund any portion of the 725.72.

First they asked me for my maintenance records on the water heater. I sent them the records. It is extremely difficult to get Nationwide to correspond via email, they insist on corresponding via phone. After several attempts to get them to respond via email with the reasons for denying my claim they finally did so. Their reasons were the typical nonsensical reasons they have been denying many consumer claims on their hot water heater warranty.

Here are the three reasons they used to deny my claim: 1. Due to the nature of the problem and the close proximity to when your policy became effective we requested records of any maintenance done on the unit {pursuant to section 9.1.2}.

My Response to Nationwide: Close proximity is not true: Date contract started and fully paid for was February 4, 2008. Date problem occurred was 14 months later on April 7, 2008. Your typical contract is for one year, I signed up for three years and filed a claim well beyond the normal contract period of one year.

None the less, I forwarded the requested maintenance records and they clearly show full compliance with the manufactures suggested preventive maintenance. "2. As stated under your contract section 6.1.1, your policy does not cover preexisting conditions. Additionally, your unit has had previous repair recently. " There were not any preexisting conditions. The recent repair occurred ten months after my contract with you began. The repair was a replacement of the T&P valve done by a licensed plumber. Prior to obtaining a contract with you the T&P valve was fully operational.

"Lastly, it was reported to us as replaced 2 years ago. Water heaters typically have a 5 year warranty and we don't cover units under manufacturer's warranty {section 6.1.2}. We therefore need this to justify covering you on the repairs."

My Response to Nationwide: The hot water heater is NOT covered by a manufacturer's warranty. We purchased a new home in July 2001. The home came with a new water heater manufactured by A. O. Smith. The water heater had a five year warranty which expired in July 2001. The heater burst one month prior to the five year warranty expiring. The heater was replaced on July 19, 2006. Unfortunately this replacement did not start a new five year warranty. The manufacturer's warranty still expired on the end of July 2006.

I lost 725.72

John of Mobile, AL June 28, 2009

In April I purchased a home service warranty with Nationwide Home warranty for a lump sum payment of 359.99 charged to my visa card. I started a claim with Nationwide home warranty on 16JUN09 to have my AC repaired. I gave the company 2 days to get a contractor to call me which never happened. Since first filing my claim I have made more than 20 calls and spent over 3 hrs on the phone or waiting get this resolved. Company employees repeatedly tell me my claim has been passed to a claim supervisor who will contact me or they are having trouble locating a contractor that is willing to work with them in my area. I was assigned 2 diffrent repair contractors by Nationwide Home warranty that did not work with Nationwide Home Warranty. I was also asked by soffie a nationwide employee on 23Jun09 if I knew a contractor who would work with them. My response was "that is what I paid yall the 350.00 for".

28Jun09 & I still have yet to receive a service from a qualified contractor as outlined in their contract. My research after the fact, revealed NUMEROUS COMPLAINT websites regarding nationwide home warranty and there business practices. Many people have posted that they experienced the same problems I am currently. I do have a copy of the service contract I received from Nationwide Home Warranty. I want Nationwide to agree to cancel my contract and refund my 359.99 for not providing the service as outlined in their contract.

DEBBIE of NORTH PORT, FL June 21, 2009

A friend of mine told me about his Home warranty service- American home shield and told me how happy he was with them- of the money saved since he has been with them. I thought that kind of service would be helpful in my situation. A single woman with a 10 yr old house.

I was searching the internet and found that Nationwide was by far cheaper and decided to call and inquire about their service. I was told that I would recieve a full years service and a reduction in their deductible from 60 to 50.00 at 4 payments of 89.99. They offered a 48 hr window from call of claim to service from a licensed contractor. If they could not fix my appliance they would replace it. If I signed on with them the would waive their 30 day wait period and start coverage the very same day. What a deal! What a NIGHTMARE this deal turned out to be. 6 weeks after I signed up, I made my 1st claim.

I called NW and told them my oven was giving me some trouble - it kept turning off. I was told that I would recieve a call from a contractor SHORTLY. 2 days passed and I did not get a call so I called back. The same woman- who calls herself Carmen-said she would check into it - again saying Shortly my wait would be. another 2 days went by I called again- getting Carmen again and she tells me how backed up the contractors have been- She would see to it that they would call me back this very same day.No call- I call back again the next day- again- Carmen. She tell's me how she is now going to put me on Emergency Status.2 days later- so irrate and frustrated I cakk back- of course it's Carmen again. I ask if she is the only one working for Nationwide?

She tells me no- I just happen to get her at the times that I call. I ASK TO SPEAK TO SOMEONE ELSE.She tells me there is no one else there at the present time. I tell her that it is unacceptable to be waiting so long. What happened to this 48 hr window? I ask to speak to her supervisor and she tells me there isn't one. I'm so angry- I ask her who she reports to. No answer- She tells me to hold. 15 minutes later- I've been staring at my clock- she picks up the phone and ask how she can help me? I recognize her voice, I know it's the same voice I've been talking to- She tells me She is the Supervisor- not Carmen. I'm stunned - I go along with it and say Ok (carmen) I ask her what the problem is. She'll investigate- they'll get back with me "shortly".

3 weeks have gone by- calls to them every day. Noe I'm told they don't know where North Port Fl is! I ask if they are kidding? I say I want my money back -they have already taken 2 payments of 89.99. I want to cancel because they could not service me. She- Carmen of course - tells me that's not possible. By now- I'm on the verge of heart attack! She puts me on hold- another 15 minutes. She tells me they have found someone- @an hr away and he will be calling me to schedule an appt.

I don't know what to say- I'm so upset. I do get a call - I have someone finally coming out to look at my stove the following Monday. I guess I'm finally feeling like something is being done. Monday comes- Tech looks at my stove- says he will call nationwide for approval to fix it- and he will get back to me. 2 days later- no call- I call them to speak again with Carmen. Carmen tells me to send my maintenance log to her. I ask what is a maintenence Log? She says why everyone has a maintenence log! I say I don't have one. She tells me- Oh? well you're going to have to fix your oven out of pocket then. I'm going insane by now! I say wait a sec. If I needed a ceiling fan repaired I would have to provide a Maintenence log?

She tells me of course. I'm screaming now that this is a scam outfit. Of course she says have a nice day and goodbye. I at one go to cancel my bank card- not before noticing another charge of 89.99 has been put on it and I stop payment of the 50 deductible. I'm disputing the charges now thru my bank and have notfied BBB along with other companies. I don't know how this company stays afloat. How can this many of us get ripped off like this? Anyone out there with Suggestions?

Susan of FRIENDSWOOD, TX June 19, 2009

Air Repair-sent by Nationwide-came to fix my AC unit. Repair was made, I gave technician my 50 check. He called Nationwide to make report. It was after 730pm in New York and claim could not be approved until next business day. I had to give Air Repair check for 215. to cover the cost of the ac repair. I called Nationwide the next day and waited all day for return call-none came. Air Repair also called Nationwide and no return call either.

On day #3 I again called Nationwide and was told that until technician fills out questionnaire that they would fax him claim could not be approved. I called again and again and constantly got put on hold. I finally got some nicer jerk that the other 3. When I asked why I had to pay for my own ac repair I was told that it was repaired after hours and approval was awaiting Air Repair's paperwork, which was only sent after numerous phone calls from me and Air Repair. Phone calls either from me or Air Repair are to no avail. Can I sue Nationwide in small claims court(they are in NY, I am in TX)? It cost me 215. + the 50. payment to technician to have my ac fixed. Nationwide, if I fax them my receipt, will consider repayment if and when service call is approved.

Paul of Alta Loma, CA June 10, 2009

Land line and fax lines both down. I purchased a home warranty from this company on Feb 20 2009. The contract was to be inforce as of 03/11/2009 expiry in 12 months. The cost was 373.91 plus the promise of a 450.00 Home Depot gift card. I never saw the card so today 06/10/2009 I called to check the status of the gift card only to find out the phones have been turned off.

I am out almost 400.00 no gift card and now I have to try to get the warranty on my home reinstated at a cost of 550.00 with First American Home Protection which is the company I had previously protecting my home.

Jackie of Homer, GA June 10, 2009

They recently denied a claim for their part of the repairs on my AC/heating unit because now all of sudden they want maintenance records, which they never even contacted me to tell me; I had to call them when my HVAC company was all of sudden told by Nationwide they weren't at liberty to discuss anything with them so I called to find out what was going on, 4 days later. As stated on their website "get you back up and running again fast" is biggest line, don't fall for it. I haven't been in the house long enough to give them any records, but BEWARE if you are with this company, this is their hidden loop hole of getting out of making the repairs if you provide them.

They tried to tell me that it was clearly stated in my contract that maintenance records would need to be provided for approval. It does NOT state that anywhere in my contract. I've already had two attorneys reread the contract and I can obviously read because they said the same thing. I addressed this to several contacts at Nationwide and the next person who replied to that said it's not us asking for them it's the manufacturer.

I have now filed a complaint with the BBB in New York and with my States Office of Commissioner of Insurance for Contract Fraud and consulted with 2 attorneys whom said I have a case but to try going through the Office of Commissioners first because they will investigate fraud acts among companies like this for free to you. They do handle problems like this for the fact that you are in a contract with a warranty company.

I highly recommend anyone who has been snowed and lied to even once on a denied claim they were suppose to cover to contact them only by written correspondences, GET IT IN WRITING; talk as little as possible with them via phone; keep all the emails and your contract and contact your local Office of Commissioner of Insurance and file a complaint TODAY against them. If enough people file fraud against them with places like your local Commissioner of Insurance and the Federal Trade Commissioner Protecting America's Consumers they will get shut down and never do this to anyone again.

I even have records from my building inspector and appraiser that the AC/heating unit was working properly at the time of purchase (an appraiser will not sign off if it is not working) so I am not trying to get away with anything and get them to fix something that was previously not working; they need to honor what they say they're going to do. If still in doubt about this company I'll show you proof of all the emails from this malicious company.

michael of Apple Valley, CA June 8, 2009

To whom it may concern.I was to make monthly payments on my plan with nationwide and they took out the hole sum of 399 dollers,i never used the plan for 5 months. I called in for a claim, for a leaking bathroom fixture, i gave all the information te the claims man.The next day they called me back they needed information on my claim.

I called them back after they put me on hold for an hour. They told me they couldn't help me with that problem, my contract says pluming no details, what kind of ripoff is this,

Don of Amarillo, TX June 6, 2009

I bought into the Nationwide Home Warranty program because I am a 74 year old DAV, wheel chair bound from a spinal injury, and endure the agony of CPOD and a chronic heart condition.

Case No. 1 -- (Apr.9, 2009 to Apr.14, 2009) After filing notice of Garbage Disposal failure, Nationwide tried to have a very small garbage disposal installed to replace my larger version and caused their plumbing technician to make me pay an extra added service fee of 35 to get the Disposal installed.

Case No. 2 -- (May 21, 2009 to May 29, 2009)After 7 days of filing notice of my NG Water Heater pilot light failure, with at least one call be me every day after the 4th day, Nationwide failed to provide a service technician and would only say they were looking into their failure problem an would let me know of their findings. Am still waiting. Got call from Nationwide on May 27 to inform me that all Amarillo plumbers were booked solid and could not come to my rescue. (Of the 84 individual and company licensed plumbers in the Amarillo area, none will do any work for Nationwide because of Nationwide telephone haggling, and wasted time on telephone calls trying to get approval. Every one offered to come and fix my Water Heater within 2 hours of me confirming I will pay them fore parts and labor.) Finally had to get pay 155.30 for a licensed plumber to come, check, get parts, and install the new thermal couple with fuse link so NG pilot light would work so I could have warm bath water..

Case No. 3 -- (May 28, 2009 to Present day) Notified Nationwide of problem with NG Laundry Dryer. It is working but making very loud thump noise. I keep getting promises from Nationwide people, but no confirmed action. (A phone call to Appliance repair people suggested not to use Drier until it is fixed as more damage could be done.)

Case No. 4 through ?? -- (Unknown breakdown date) My home was built new in 1985 with a HVAC system, (100000BTU & 5 ton AC), 50 gallon Water Heater, built in Oven, Dish Washer, Garage Door Opener, NG Cook Top, Vent Hood, 5 Ceiling Fans, 2 Bath Room Elec. Vent Fans, an Elec. Attic Vent Fan. amd also has a Refrigerator/Freexer a stand alone Freezer, Large top load launry washer, large front load NG laundry dryer, with a Copper hot-cold water distribution system, all of which are covered by the contract with Nationwide Home Warranty. Like me, all divices are old, but presently working and without a doubt, will fail to work someday

Ray of Kingwood, TX June 4, 2009

Terms and Conditions of Home Warranty Policy indicate that all components of pool heating system are covered in Terms and Conditions 6.4.3. Pool/Spa Equipment. This Agreement applies to the following list of pool/spa components: (i) all components of the pumping system; (ii) all components of the filtration system; (iii) all components of the heating system. This Agreement covers both the pool and/or hot tub or spa if they use common equipment. In the event the pool and spa or hot tub do not use the common equipment, then only one will be covered.

Company refuses to replace the gas valve which is a component in the pool heater. I have spoken to 3 levels of decision makers and none can defend or rationalize their random decision to exclude this one component. This company has so many negative complaints against it that I would feel that a class action suit against them could be warranted. They should not be doing business as an insurance company in the state of Texas

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