We have had NHW since last May of 2009. Needless to say, they took our money and ran. We have NEVER had anything repaired or replaced to our satisfaction.
When you first submit a claim, you might get an email back with who's coming out to your home, but after that, it could take upwards of two weeks or more to have anything done about it. If you phone them (they never call you), be very patient, your on hold sometimes longer than an hour. Sometimes it even disconnects after waiting so long. Often times, they will offer you a cash settlement, but it's not even them amount you need to fix something.
Also, you aren't allowed to speek with anyone higher than a Manager, (who only seems to tell you the same thing that Customer Service does), because that's their policy.
We have a refridgerator down now for two weeks, they sent an unqualified contractor out that does not fix or replace compressors, and that's what it turned out to be. They offered us $250 to fix or replace it, but the quote was $500. they wont send out another contractor to finish this job.
Once we asked for out money back for the remainder of our year, and they offered us around $50, this was after they take out their portions of fees. You can see the trend here.
Please don't ever consider using NWH, even if it is a good deal. You'll never be happy with them!!!