Complaint Rating:

Company information:
42 West 38th Street
New York, New York
United States
Phone: (800)608-6045
www.NationalHomeProtection.com

Re: Request for Commencement of Investigation against National Home Protection (Home Warranty)


Dear Sir:
I hereby request you to commence a formal investigation of National Home Protection, located at 42 West 38th Street, New York, NY 10018 license # not known.
On April 17, 2007, I signed up a contract (# 972-6124037) with National Home Protection to receive Home Warranty work for a period of one calendar year, at a price of $373.91 for Major system plan (Internet special paid with my credit card). After ~3 months I placed a service request for repair of my 3 1/2 ton A/C unit. (Claim #176133) Even though they talk about 24/7 claim service, it took them 3 days to respond to the claim by which time the 2nd floor unit didn’t cooling very good. They assigned DT- Air Conditioning & Heating Inc. as authorized service technician. It took DT another day to come and check the unit.

The service technician said, "You need a new coil. I will get authorization from NHP and get it done". I called the customer service and talk to supervisor in charge and made sure the coil is covered by my contract (As shown in Item #12 in coverage plan) and he said only because is over $300 need to go though authorization process. In next few days I was keep calling to get the answer but NHP dragging on the authorization. Finally they requested the maintenance record for the A/C system. I did fax the receipt of maintenance preformed last year. (See the copy). Anyway, NHP tactfully after 8 days told me, since our diagnosis indicated that you hadn't been cleaning the coil unit regularly, we cannot authorize this claim, and refusing to accept that the coil unit was checked and did not need cleaning at the time of service last year. (Stated by Energy Quality System Technician).

When I called back, the associate was very rude and didn't have anything more to add. Then, I wanted to cancel the policy, but I noticed that it couldn’t be cancelled.
At that point, I realized that there is no point in talking to them anymore. I was without A/C on 2nd floor for 2 weeks by now. So, I just make an appointment with my old HVAC Company to come and give me an estimate to change the coil. They gave me $1100 estimate which was $200 under the estimate I get from DT- Air Conditioning technician.

I really want BBB to follow up my complaint and file it with BBB of New York and let them to be aware of the bad practices of NATIONAL HOME PROTECTION Company because they are absolutely a scam/fraud.
They hired a bunch of very young and low experience employee, which most of them in claim side are extremely rude.

In my opinion, if a company is going to sell you a contract that says they are going to cover components and systems in your home, then they should cover it. End of the story. If they fail to send out the appropriate people to check and make sure all the systems are installed and functioning properly, that should be their problem and you shouldn't have to pay for their lack of

due diligence. However the consumer is sometimes left holding the bag even after paying dues year after year.


I am enclosing color photographs showing the condition of the A/C unit as it presently exists, and additional correspondence, including my credentials.

I will demand a full refund for labor and material for repair of my A/C coil. (See the Invoice)


It is my understanding that your agency has the authority to investigate and
Schedule a hearing. I would appreciate that this be done as quickly as possible because I do not want to renew my policy with them. I am available at 214/749 3225 during business hours to assist you at your convenience. Kindly notify me of all developments and thank you for your cooperation and courtesies.




Very truly yours,

Enghlab Eftekhari