NATIONAL HOME WARRANTY

I use this company as my home warranty. My AC has been out since Tuesday night. A tech came to fix my ac today, Thursday. He claimed it was an easy fix, just needed to replace the motor, which he did. I asked if he will be staying to ensure the ac is now working and he said no, that he was sure it would work. Not even minutes after he left and cool was selected, the entire system shut down. I had relatives measure the voltage on the thermostat---nothing. Completely dead. As well as the transformer in the unit. I called multiple times to get the tech to come back today. They will not come until Saturday. Normally I'd understand delays in services, especially in times of high demand, but the tech did not just leave the job unfinished but also created a much larger issue. It is 90 degrees inside the house with temperatures expected up to 115 degrees the rest of this week. This is unacceptable and negligent services in an emergency. Normally I'd wait to make this review but based only on the shoddy and negligent work done, and the delay in addressing the issue make this review much more urgent.

Absolutely terrible customer service, I have never dealt with less helpful people in my life. You can call looking for help and get put on permahold or jerked around being told you cannot get your system serviced because it's after April. Nowhere was it said that there's a limit on dates for getting an HVAC system serviced. Overall this is a terrible choice of company for anything home warranty related. Avoid or you'll end up feeling ripped off.

I don’t recommend Dwellness for HVAC cases if you have a zoned system. They recommended a zone 3 in order to fix my zone 2 issues - and I spent 3600 just to have it tied into another zone because it’s too much air for the master. Which makes it pointless. I spoke to the President after escalating and they have no sympathy and don’t know how to handle customer service. What he offered was to have them come in and pull everything and refund the entire 3600 - but this would have left me without a board, without a thermostat and put me back to where I was with issues. Dwellness doesn’t offer any type of meeting in the middle. It’s their way or the highway and to then that’s the best they can offer. The warranty also doesn’t cover zone issues with dampers. Should have just saved my money. I had to call another company in order to have my issues resolved. Uploading notes from Sierra Air who had to fix the issue and remove the use of zone 3

DO NOT GET YOUR WARRANTY FROM NATIONAL HOME WARRANTY. USE A MORE REPUTABLE COMPANY LIKE FIDELITY. This company writes their contracts specifically to escape covering clients under any circumstance unless the repair cost is around the price of their $75 fee. Whatever you do not renew it. Save the money into a repair fund. You’ll be able to access it any time vs if you spend it with NHW they will take your money and run.

It went well. The work was done to our satisfaction. My main concern is the response time. IF AC goes out on Friday, the earliest the repair is done is the next Tuesday. This is a problem living in the Southwest. I would also like to e able to call my regular AC company and have them work thru NHW. Other warranty companies accommodate this ability. Overall, I rate NHW above another more popular company I contracted with. The other company routinely initially rejected each claim and we had to "fight" to get coverage. Not so with NHW. They don't give us anything to push against. When you need service, that is important.

Everything was fixed or replaced as needed. Vendors showed up on time as scheduled and left the area clean where they worked. They were friendly but professional and answered all my questions.

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unknown

NEEDS TO CLOSE SHOP:
This is by far the most horrible service experience we have had - our realtor bought National Home Warranty as a gift; what a gift it has been!
After 2 months moving into our new home, our AC unit stopped working (it was a Tuesday) - the temperatures are over 100F each day. We called NHW and they sent Residential Service Center the next day (Wednesday) to fix the AC. We were first told that the thermostat was not working and then was asked to pay for freon. A few hours after the technician left, the AC stopped working. We called NHW and were told that no-one was available until Friday. Another technician (same company) showed up, told us that the person who showed is no longer working for Residential and he would fix the issue. To his credit, he spent a great deal of time working on the AC and it actually worked for several hours - but, stopped working around 3 AM on Saturday. We called NHW and left a message with their emergency answering service (more like a voicemail since no-one answers). The recorded message said that someone would call back in 45min to an hour. We received a call next day on Monday and was told that no tech was available until Tuesday. On Tuesday another company's tech, #1AC/Plumbing, showed up. He examined the unit and told us that the unit is partially working but there are major issues with it and he needs to report it to NHW. After hearing nothing from NHW, we called on Wednesday and was told that someone will call us back - noone did. Called again on Thursday - was told the same thing and this time received a message saying someone will show up on Friday. Called on Friday to find out who and when - was given the time and were told to be patient. No-one showed up. It is now over 10 days - over 105F temperatures each day; we left another message - probably no-one will call us back. Companies such as NHW is the reason why we have so many lawyers in this country.

They are a local company. I had them for three years from 2012 to 2014 and the experience was very good. The service guys were always knowledgeable and they could fix anything. They were the same as anybody else on price or a little bit cheaper.

Technician told me he would put me on the schedule for the following day. I took the day off to wait, at 4 pm I called to ensure they were still coming. The girl on the phone was very nice, verified that he was ON the way 15 minutes or less. I called back an HOUR later and was told I was actually on the schedule for the next day. I explained that up to that moment the NEXT day had NEVER come up. The ONLY reason I was on the schedule for the NEXT day was because they had FAILED to make the appointment as originally scheduled. When I complained, I was asked who I spoke with (IMPORTANT TIP When working with this COMPANY - GET EVERYONE'S NAME!) You are at the mercy of this company's poor management. The Technicians are always nice, even when the issue is NOT covered (read the Fine Print in what is and isn't covered). The biggest issue is with the office staff.

unknown

Don't waist your time and money with National Home Warranty. It took 6 trade call visits this year for them to fix my air-conditioning unit after their technician incorrectly wired the unit in January causing theunit to run hot and cold air at the same time through the summer months. This lead to an electric bill for my tenant of over $3000, for the same period last year it was $800. It was only after I conducted my own investigation at my own expense, backed by photographic evidence, which documented their shoddy and unsafe repair work, that NHW finally corrected their work which stopped the excessive amp draw. BE WARNED! If you have an AC unit on your roof that has been repaired by NHW in the past two years, it could be a potential fire hazard. My investigation found the condenser motor had been secured by plastic tie wraps (it should have been secured to a metal frame) and a discarded paint brush was shoved under the motor to keep it in place. In addition the covers
that protect the electrical components were left strewn on the roof. This repair was a potential fire hazard as the plastic tie wraps would have eventually disintegrated from the heat of the motor. NHW replaced the condenser motor the previous year and were the only company to touch my AC in the last 2 years. FYI they made 10 trade call visits in two years to fix the unit. That's almost $600 in trade call fees for their company.They have refused to admit liability even though they have fired the employee who did the repairs. I have been a customer for over 12 years and had 6 contracts with them and was about to take out a 7th contract. When I told them I was going to cancel all of my contracts effective immediately, worth over $3000 business for them per year, if they did not compensate me some how for their shoddy work it made absolutely no difference to them and their response was "cancellations are not our priority. It takes 45 days to get a refund". However, when I reported them to "Channel 13 Investigates" who contacted them the following day, I immediately received an email asking me where to send the refund checks but there would be a $50 cancellation fee per policy amounting to $300! Three weeks later I still had not received the refund so I was forced to make a trip to their office to collect the checks. Please note, if your AC needs refrigerant they charge $175 plus a $60 trade call fee. If you have a glass top electric stove and a burner blows and they can't get the part, you will get the depreciated value of the stove less a $60 trade call fee amounting to probably less than $100 to you. If your plumbing is installed, according to NHW "incorrectly", they will not fix the leak or blockage and still charge you $60. If they have to access the plumbing in your ceiling, they make you get a tradesman to open a hole to access the plumbing and then you have to pay a tradesman to close the hole. However, in their contact, which believe me they love quoting, it says they will close the hole with a rough finish. This has never happened for me on the three visits they have been to my property. Unfortunately, I only picked up on this point recently after the horrible AC incident. Good luck getting a new AC if they can't fix it. At best you will get the depreciated value which might amount to a few hundred dollars. Their contractor Residential Service Center, aka Ly Inc, is owned by the same person who owns NHW. Their operations manager is absolutely useless and should not be in the job. She has no customer service skills and to this day has never bothered to pick up the phone and talk to me or offered some form of mediation or compensation for their negligence. Trust me you will not be ahead financially taking out a home warranty contact with this horrendous company. Instead you could end up like me with bills amounting to over $3000 due to their contractor's negligence.

I loved the technician! He was very professional Explained the issue with the fridge Had the part on hand Was punctual

unknown

The plumber they sent out every time was rude and smelled like pot. He did not like questions, was very condescending, and lacked customer service skills. This is not only unacceptable, but having to wait around on my day off for a 12 hour time frame for them to show up is ridiculous. The option for someone to show up is before 12 or after 12. Since I have no other time to wait around for such a long time frame, I scheduled them to come on by day off, and on two separate occasions they never even showed up!! When I spoke with the "manager" from National Home Warranty about why no one ever showed up, she refused to handle the situation because they claimed Residential Services is a separate company. That's interesting considering Residential Services has the same address and that's the company they CHOOSE to use. Needless to say, when my contract was up, I did not renew with them due to my numerous bad experiences with this company.

I've been using them for 8 or 9 years. When I bought the house, the woman gave it along with the house. I've renewed it every year since then. They are good and they have done what they are supposed to do. Their pricing is high but I don't know what anybody else charges. So far the quality has been good.

I have had a National Home Warranty (NHW) policy in place since I purchased my home in September, 2011. This was the first time I ever submitted a claim. To make a long story short,NHW took my information and processed my request for service. I was directed to NHW's sister company, Residential Service Center (RSC), to schedule repairs. After relaying similar information to RSC about my HVAC system and what I thought to be the problem (a stuck fan motor), they scheduled a service order to be performed the following morning. As scheduled, an RSC repairman arrived about 9:15 am, examined my problem and confirmed that it was, indeed, a seized blower motor. When he examined the model and serial number, it was determined that, due to the Amana heater's age (manufactured in February, 2010), it should still be under manufacturer's warranty and therefore not covered by my NHW policy. All he could do was recommend that I contact the manufacturer and effect my repairs through an authorized Amana warranty service company. I paid for the $55 service charge and he left. I was able to coordinate the warranty repairs through another local service company, but it took me an extra day to finish the job. It was a grueling three nights without AC with temperatures approaching 90 degrees inside the house. I wrote a letter to the parent company of NHW and RSC about my experience and that I did not believe this should have happened. I explained that I described the system I had, its age and my problem, and that I was not the original purchaser of the HVAC system to both representatives of NHW and RSC. I felt that since each one knew that my heating unit was only three years old, someone should have questioned whether or not the unit was still in manufacturer's warranty before processing my service order. Afterall, this was my first claim for any problem since moving into the house, and both NHW and RSC deal with these kinds of issues everyday. I immediately mailed a letter petitioning NHW to reimburse me for the $55 service charge, and made several recommendations for changing their contract agreement and procedures, that might have saved us all a lot of time and frustration. The president of the holding company contacted me as soon as he received my letter and thanked me for taking the time to share my recommendations. He said that he would be in touch with NHW to discuss my service charge, and about incorporating my ideas into their service agreement to avoid future such problems. The very next day, a NHW representative called to inform me that they intended to reimburse me for the $55 service charge. All in all, I believe this company handled my situation quite professionally and in a timely manner. I will continue to subscribe to National Home Warranty's policy coverage. Next time, I'll be more experienced about checking on any existing manufacturer warranty first. For anyone looking for a home warranty company, I would recommend considering National Home Warranty.

I've been with this company since I bought my house 2 years ago. They usually have a service person at my house within a few hours of calling them. I've had to call them about 10 times in 2 years and all problems were resolved. I never had to pay more than the $55 service fee. I've saved about $2000 in a/c work alone.
The only real negative is when I first signed up with them when I bought my house I got a free home inspection from them. I didn't know at the time that the inspection only covered things covered by the warranty. Big mistake. I have a bad leak in my roof that a real inspector would have found and they ended up paying for problems their own inspector should have found.

It had broken before and they said that because it was less than three months we were still covered on the previous payment. They did a good job. I have about 4 houses that are covered by them and I have no complaints.

The house is about 28 years old. This warranty company was great. They started raising their prices on maintenance and I had to discontinue their services due to the fact that they would not replace our air conditioner.

They're reasonably priced. They come when you call for work. They send knowledgeable workmen. They do the job right the first time. Their prices are comparable. They charge 45.00 for a service visit.

If anything goes wrong, you call National Home Warranty and get a referral number and the number of their service, LY, Inc. Someone comes out and repairs the problem for a flat $45 fee. They have always come out the very same day or the next day. Once they could not find a simple part for a faucet. We thought they were stalling. Turns out, they were right; we couldn't get the part either! They replaced the faucet. If you have two faucets in a bathroom, though, and one fails, they only replace the one with a contractor grade faucet. Their contractor grade faucet was very nice, though, so we had them do a matching one for the other faucet. We did have to pay for the second faucet and installation. There was a hairline crack in the toilet and they replaced it with a good toilet. Total cost to us: $45. They replaced the motor on the central AC. Again, cost to us: $45. When I hear nightmarish stories about home repair, I am happy to have them. I think it's well worth the cost.