National Home Warranty

I wouldn’t recommend this company. Takes too long to handle claims. It’s going to be 3 weeks to get our dish washer fixed. They have too many accounts at this point. Will be switching home warranty companies shortly.

Worst company I’ve ever dealt with in my 54 yrs of life. This so-​called warranty was supplied as part of the deal/​contract when I bought my condo and was referred by my real estate agent as being a «good company» (any one else smell referral fee?). Only wish I had looked them up on Unilocal before signing. Evidently they cover NOTHING and their customer service department is useless.
Made my first call when HVAC heater was making loud noises from the bedroom vent/​duct. Their «inspector» from Residential Service Center came in, which by the way they charge $ 60 per visit/​per item and didn’t mention beforehand, without seemingly knowing what he was there to look at. After I explained he stood in my bedroom under the vent for approximately 5 minutes, and as with that tinging sound in your car, of course didn’t hear anything and added «You know we don’t cover duct work anyway, right?» Really? Why didn’t the representative mention that when I called? Guess they need to cheat you out of your $ 60 and, yes, I should have read the contract. He left without checking anything further. Handyman came in went into attic space and noticed one of the ducts had been crushed and back pressure is what’s causing the loud noises. However, doesn’t matter since it’s not covered.
Second call was made regarding 1) various water shut off valves for sinks and toilets that were either leaking or not completely shutting off; 2) water heater was not providing enough hot water; and 3) Master bathroom tub cartridge needed to be replaced and cold water shut off/​mixing valve had been stripped and unable to shut off as well. Valve issues were discovered by my handyman and myself as we were replacing the faucets. Toilets were not touched, water heater was not touched and obviously we couldn’t do anything once the master bath valve problem was discovered.
Supplied full list to rep during call and again an «inspector» from RSC was sent over. He stated only one valve was listed on his paperwork to be checked but after showing him the written list I read off to rep he agreed to check them all. Another $ 60 and said that some were covered and some weren’t since we replaced the faucets and whoever put in the water heater (probably 10 yrs ago) did so incorrectly and so that wasn’t covered either. WHAT? Asked him how were we to know the shut offs were bad until we tried to shut them off and get a closer look? He finally said that x, y and z will be fixed but that said a, b and c were not covered since we «touched them». Said he would send report in to fix x, y and x and that someone would call back either later that day or the next to set up appointment for repairs.
Waited a week, no one ever called back. Called to find out what was going on and rep said she would check and call back. After waiting another two days I called back again this time to RSC. Rep said she would check status and call back. Received a voice message the next day from National and returned called only to be told rep couldn’t make heads or tails of the report and would speak to manager and call back. She called back within the hour and said (surprise!!) NONE of it was covered.
Of course I tried to get her to understand what the inspector had said, but to no avail. Then asked what their appeal process was and she didn’t know (??) and put me on hold. She came back on the line and said that they could send another inspector to recheck everything which I thought was fair until she said they would charge me ANOTHER $ 60! WTH? Again I asked what the appeal process was and she said, «That is the appeal process.»
So I’m out $ 120 with nothing being done and the $ 450 that was part of my buyer’s contract is useless. As a bulldog when it comes to issues like this, I will definitely be working my way up the ladder and filling complaints to various agencies (BBB, etc.) on this one and will post update if anything comes of it.

I’ve used this warranty company for years and I was frustrated with how they wouldn’t repair things when they were not «installed properly» even they did a inspection on the house before I signed up. Now they are charging $ 600 some dollars to replace the water heater at my rental due to «other costs». $ 600 is enough to buy a brand new heater and installed by a plumber! I am switching warranty company to Fidelity Home warranty where if you get comprehensive coverage, they would repair things that were not installed property. Hope Fidelity won’t disappoint me :)

I’ve had this service for the past 7 years. Most of the time they operate at a fairly tolerable level. Recently they have gone completely downhill. I’ve tried to call several times to get service, and I can’t get anyone to respond. Today I called and spoke with Rachael, who was one of the most rude associates I’ve run into. I called because I haven’t received a bill for next year’s service, in which you would think they would be appreciative of, well, not so much. While inquiring about where my bill was, I asked why the drastic reduction in service, only to hear from Rachael a huge sigh, «nothing». She then told me my bill was mailed last week, and I said I haven’t gotten it. Another sigh, «well, I can mail another one». At that point I asked her name, and after she told me, she suddenly perked up and offered to email the bill. I told her no, that I would speak to her boss.
These guys used to be so good. Problems start at the top… I guess it’s time to find another warranty service.

We’ve been waiting on an AC repair for 9 weeks.
Told not a priority as we have 2 units.
Heather says they have not repaired ANYONES AC in
Las Vegas since June.
Heather says they’re after a Trane part.
Can’t get it.
Interestingly enough?
I googled this mysterious Trane part.
Amazon can drop ship it in 2 days.
I suspect? They took everyone’s HW Fees? And left town.
I suspect PONZI.
I suspect two chicks answer the phone and play solitaire while drinking wine coolers… And make stuff up.
I suspect the company went under.
I know…
It’s 94 FFIN degrees in my downstairs.
If anyone is interested in a class action lawsuit for fraud?
Or picketing their offices?
Let’s do it.
Maybe we should camp out IN their offices.
I bet the AC works THERE.

This business is absolute RIPOFF. If here was 0 stars that’s what it would have been. I have been a customer for a year and as my warranty was going to expire I received a call to renew– as I did. Well… my AC decides to blow hot air (it’s dead summer July with115 days) and a tech comes out 3 days later (we know it can get busy in the summer time so we understand) and we are told it’s low on free on… we paid for free on as well the $ 60 it was taken care of, 3 wks later same problem… now it takes another 2 days before a tech can come out and the problem now is that it’s leaking… who ever added the free on didn’t catch the leak… so now that is taken care of and patched up…4 wks later same problem– blowing hot air… AGAIN! No tech available for 4 days not until Saturday… NOW IM FURIOUS, what kind of people are you sending out where the problem is NEVER SOLVED I have children and it’s dead summer. A tech finally comes out Saturday morning and replies…“I know the problem it’s LEAKING but I don’t have time to fix it today because it will take too long and it’s MY Saturday and I’m tired!” Are you freaking kidding me!!! Long story short… we had no AC for 7 days. Spoke to both National Home Warranty as well as who they were contracted with, it was a run around to speak to any managers let alone even get their contacts. This place is TERRIBLE. DO NOT USE THEM AS YOUR HOME WARRANTY. I wish I would have seen these reviews prior but I will tell you that what these people are saying is very accurate because it has happened to me. A wise man says its best to learn from someone else’s mistake then make that mistake yourself.

Terrible business, terrible company, terrible customer service. My AC went out at my home last week (middle of July in Las Vegas, 110 degree temperatures). I call National Home Warranty on a Wednesday afternoon, they tell me the soonest they can get a technician out to my house is on Friday. A little bothered by this because it’s a 2-​day wait in the middle of summer but I accepted it.
Technician comes out to my house on Friday and rings my door bell 6 times in a row, I feel this is a bit rude. I open the door and without a smile or anything from him he says «something is wrong?» I say «yes my AC». He walks outside to check out my AC unit. His pants are hanging off his butt showing the world everything. He stays outside for 10 minutes then opens my front door and walks inside like he owns the place. Tells me «I’m leaving but someone might be back later» Ummm «wait just a minute». What do you mean you’re leaving?
He proceeds to tell me that the AC is working fine for now and that’s good enough for him (even though I told him that after 10 – 20 minutes the AC continues tripping the breaker and shutting off. He didn’t care at all. He looks at me and actually says «What do you want me to do? Stand outside all day?» with a major attitude too. At this point I’m pissed off and say «who is coming out later?» He says «I don’t know». How can you not know? «I don’t know who it is.» Let me have a contact number so I can call someone about this. «I don’t know the number». Wow terrible experience.
To make it worse I contact National Home Warranty by phone on Friday at about 4:45. I speak with someone and she says let me place you on a brief hold. I stay on hold for 15 minutes and after 15 minutes of me being on hold I get an automated message saying «No one is available to take your call». I call back and get the answer «Our offices are closed at 5PM». That means someone knew I was on hold but decided they would rather get off work and leave me hanging instead so they purposefully left me on hold and closed the office down.
I called them the following Monday to complain. JACKIE answers the phone and I say I would like to file a complaint. She takes down my info and says «let me put you on hold real quick». 20 minutes later I’m still on hold and then the line cuts out and hangs up on me. I call back AGAIN and speak with HEATHER who tells me I can email them my complaint if I want. No I don’t want. I want to speak with a supervisor. «None are available». Yea right.
Don’t worry National Home Warranty, this isn’t over yet. I’m contacting other agencies regarding this issue. Unprofessional business that doesn’t care one bit about you.

Wish there was actually a minus star rating and mine would be a –1000. Not kidding either! DO NOT, I REPEAT DO NOT USE THIS COMPANY. For starters their customer service is non existent. I was on hold for 45 minutes before anyone answered the phone and then was placed on hold for another 30 minutes while someone was «looking up» my account and claim information. Staff is rude, unprofessional and just clueless. There is no smile in their tone of voice. They make you feel as though you are bothering them. I was told by one of them that what I was trying to explain to her was irrelevant (to her) because she wasn’t a manager. Hello!!! Then let me speak to one instead of wasting my time. These people forget that If it wasn’t for me, their customer, they wouldn’t have a job. They are refusing to pay on a claim for my refrigerator. «Their» appliances service co. (Ly, Inc. — which is owned by NHW, btw — CONFLICT OF INTEREST MUCH?!!) send someone over who only took pictures of it and never bothered to figure out what was actually wrong with the unit. My renter was out of town for a couple of weeks and the refrigerator stopped working. The contents spoiled (obviously) and they are refusing to pay because the fridge showed sign of wear. Seriously? Aside from the issue, I thought that’s what Home Warranties were for. We’ve used them for 10 yrs. and never abused it. I am having another company take a look at the fridge and find out what is wrong with it and then I am filing a complaint with the Better Business Bureau — not the first one btw, judging by what I found online. I am also thinking about filing a lawsuit in Small Claims Court. THIS COMPANY IS FRAUD PERSONIFIED! How are they still in business??? They take your money but do not honor the terms of the contract. I am canceling and going with American Home Shield. They are the best! BEWARE AND GO ELSEWHERE!

Takes forever to get anything done with these people. When they don’t want to answer the phone they just put callers into a voicemail loop. They don’t follow up, they don’t keep their customers updated. The girls in the office are clueless.

I have home warranty from NHW. My ac unit went out Friday night and I called NHW answering service, they could not do anything, I was advised to call back in the morning. I called Saturday morning and mind you the degrees outside are over 100 degrees. They told me I was not priority since I have two units and the other one was working ok. I have three small children under the age of 5 and the thermometer is reading 92 inside the house, which is making the upstairs ac unit work double hard because heat rises. Upstairs thermometer is reading 78 which is way better but will not cooling any lower. Residential Service was suppose to come to my house on Monday. I never received a courtesy call that he was on his way or even a time window of when they would come. I was upstairs changing my little one and my oldest daughter came running upstairs saying someone was knocking on the door, so I went downstairs not even 2 minutes later and I had a tag on the door saying sorry we missed you. I called not even 5 minutes later to Residential Service, but they were closed. I called NHW right away and they told me sorry they would come out the next day since I missed the technician. This is insane. I called both companies numerous times during the day, as quoted, «they have you on schedule and will show up by sundown. Now we are on Tuesday and waiting. I know there has to be some law against these warranty companies doing this. We live in Vegas with super hot temperatures and I have 3 little children they did not care.
Update: Rachel from NHW did waive the deductible for all the trouble.

One star is too much for this awful place. Worst customer service. I placed my claim on Thursday about a broken air conditioner, no one reached out to me like they promised. When I called them myself they placed me on hold and hung up on me. After few times trying to call them there is still no one to talk to. Waste of money. Worst company ever

Unimaginably terrible service. It has been two weeks since I called about my broken spa. They told me over a week ago that parts had been ordered, now I call and they say thay have not approved the claim yet. I have called them repetedly during several different claims and they have yet to call back once. DO NOT USE THIS COMPANY. It is now a MONTH later and the Spa is still broken. Pool service company came with new pump and replaced the wrong pump (there are two pumps). They are the ones who found the broken pump in the first place. They did not even test their work.

Don’t waist your money. This is the worst home warranty service I’ve ever dealt with.
Horrible customer service and it costs more with the warranty then just paying out right.

How about zero stars? I have been without heat for 9 days. Numerous phone calls, time from work, promises, moved dates and still — NO HEAT. Sick family members, sick pets, personal expense to buy space heaters, 3 days from Christmas and pending guests on the way. They could care a less, Unbelievably horrible followthru and customer service. I own a business and have worked for the highest rated customer service companies in the U.S. I would have lost all my customers or been fired if I treated people like I have been treated. Don’t waste your money buying a warranty — it will NEVER be worth your money.

NHW never send out a repairman per our agreement but they did cash my $ 535/​payment. They finally (10/​29/​2014) agreed to send me a full refund. Today, I informed them that I never recieved the refund. They told me it was sent out… as if I really believe them… will probably never see my redfund $…so, I’m retired and have the time/​experience to pursue this issue legally.
If anyone has any issues with this company, let me know, want to see if a class action lawsuit is warrented.
They bring it upon themselve don’t they…=)

This home warranty company has to be the worst around. Not only is it a joke every time i call them — they find some way to let me know some actual problem happening is something they DON’T cover. AND on top of it, I get the same nasty person on the phone who has no customer service at ALL. I’m looking for another company immediately to cover my 2 condos. Anyone have great recommendations? Avoid this one at all costs. Goodbye very soon, National Home Warranty.

I’ve been a customer of National Home Warranty since about 2001. Since they were purchased by new owner (I think his name is Mike Eastwood?), the customer service and communication has gone down.
Perhaps poor attitudes reflect that even the employees aren’t happy? Poor communication skills, calls not returned in timely manor, has denied claims and even made the issue with the home worse.
I will not recommend National Home Warranty again.

I live in Las Vegas and just called the local number here to get more information.
I spoke with JESSICA and I must say she is probably the rudest person that I have ever spoke with.
If she was like that to me, a new prospect, I can only imagine how they treat their actual customers.
Needless to say, I will NOT be using their service NOR will I refer anyone to them.

HAPPY CUSTOMER!
I own several rental properties in the Las Vegas area. I’ve had home warranties through National Home Warranty, Inc. since summer 2009. They have always been able to do what I pay them for and I am a happy customer.
I just acquired an additional property and will purchase the home warranty from NHW.

Had an AC unit stop working that was under coverage by National Home Warranty. The soonest repair they could offer was two days later despite 100+°F highs. They also gave an absurdly long window when the repairman might show up, but we rescheduled a bunch of other obligations to make sure someone would be available during the entire window.
On the day the repair was scheduled, National Home Warranty called us an hour before the start of the promised window to tell us the repairman had already arrived. The phone rep acknowledged that the repairman was early, but didn’t even apologize once for breaking their promised window; it was a simple, matter-​of-​fact statement that the repairman was there and needed to be let in. When I told the phone rep that no one was there to let the repairman in since we weren’t expecting anyone so early before the promised window, the phone rep said they were going to cancel the repair visit!
The rudeness and lack of professionalism demonstrated by this company and the phone rep were unbelievable. We spent considerable time and effort trying to accommodate their ridiculous scheduling, which they then threw in our faces by not even sticking to their promise. We will certainly not consider any further business with this company.