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Pacific Home Warranty


worst service ever!

Complaint Rating:  97 % with 30 votes
97% 30
Contact information:
Pacific Home Warranty
Surrey, British Columbia
New home warranty is a scam!

Good luck getting anything covered under warranty. Their brochure indicates from the day your claim is submitted, everything will be evaluated and completed within 60 days!!! Wow!! Awesome!!! It has now been over 6 months, and I have to constantly call to find out what is going on. Btw, basically nothing is covered under warranty. So to those of you that have pacific home warranty, good luck. To those shopping around, look elsewhere.

P. S. My floors are sinking, my siding and trim are falling apart, cracks in interior walls, electrical problems and the list goes on...
Complaint comments Comments (64)    Updated: Complaint country Canada Complaint category Home Insurance / Warranty


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A  10th of Apr, 2012 by    +4 Votes
We have experienced similar issues, but we've been dealing with them for well over a year and half. No communication, 4 technical reviews, countless hours of our time completely wasted. Pacific Home Warranty has been set up to solely protect the builder and not the home owner - at all! They will only try to wear you down, so that you accept their sub-standard (read: cheaper) fixes. We would NOT buy a new home covered by Pacific Home Warranty ever again!
A  16th of May, 2012 by    +4 Votes
A  30th of Apr, 2014 by    +3 Votes
We bought a house in North Vancouver from Golden Brick Construction. I recommend not to buy his house . We have a crooked tub. Stairs with gaps, Ceilings that are waive, nails coming through the ceiling . kitchen cabinets that are crooked. We have 26 items on our list and growing. We are dealing with home warranty . It protects the crappy builders. There is no time line on how long the repairs can take. So frustrating to deal with home warranty. What a joke. They send a person to check the complaints and take pictures. It takes 2 weeks to decide what is covered and what is not. Then we are sent a letter that says that the builder has to do the repairs by April 19th. Now we find out that because he has done small repairs it is considered that he is trying. The builder avoids the big items. We are told that because he is trying the timeline is extended. this could go on for years. if we do the repairs ourselves we are not covered. We moved in on Jan . Nothing worse than looking at all the things that are wrong with your brand new house.
N  26th of May, 2014 by    +5 Votes
Negligent and bias would accurately describe Pacific Home Warranty. Regardless of how serious the problem is, Pacific will initially either deny your claim by stating that "no defect" is detected, or, they will somehow find a way to blame you for the problem. They are the most dishonest company I have ever dealt with. I would never purchase a home that was covered by Pacific Home Warranty. We are having to get independent contractors to provide us with reports and estimates so that we can proceed with legal action against Pacific and Echelon. The estimates for our repairs exceed $20, 000.
A  26th of May, 2014 by    +4 Votes
I am so frustrated with this company. We have also got different estimates on repairs to our new home. I also will be taking legal actions. I would never buy a home with Pacific warranty again .
A  31st of Jul, 2014 by    +3 Votes
I am 9 months into my warranty complaint. Same story where Pacific first denied my claim then only agreed to a 3rd party evaluation after I repeatedly pressed them on this issue. In addition, there are 2 other homeowners who are on my street (covered by Pacific) and we all have Pacific telling us that our warranty start date on our NEW homes are NOT the possession date, rather, that the warranty started from the occupancy permit date! What a scam! If the houses weren't new, why are we all having to pay GST on the purchase?? Either give me the correct start date to the warranty or give me back my taxes!
A  13th of Aug, 2014 by     Best Advice +7 Votes
How about a class action law suit and a call to the local news station??
A  13th of Aug, 2014 by    +4 Votes
Let's call the local news station .
N  15th of Aug, 2014 by    -5 Votes
As the President of Pacific Home Warranty let me begin by expressing my apologies for the frustrations your are each enduring. I am proud of the company we have created and I take very seriously the matters noted here. It is always our goal to meet and exceed the expectations of our clients, and it is concerning that I am reading of these situations.
Contracts of home warranty insurance are difficult to administer. Firstly the legislation in BC dictates what "defects" in the home are covered and our role is to simply meet the terms of this legislation. Secondly, it is a key attribute of the BC warranty system that the builder be required to make the repairs (or at least pay for them) as in this way they should theoretically be more diligent in their construction. This process of requiring the builder can add time and delays to the process, but it is still the best warranty system of any jurisdiction in the world. Thirdly, it is extremely difficult to find third party repair companies committed to making quality repairs in a timely manner. This is made even worse in times when the industry is busy as it is currently.
I do not bring these points forward to shift blame, or in some way not take responsibility for the concerns noted on this page; these are simply the realities. We do need to get better as evidenced by the situations noted here. And we are doing that by redefining the time provided to home builders to make warranted repairs and holding them accountable to more stringent timelines. We are working to establish a broader list of accredited repair companies so third party repairs can be completed more quickly. Unfortunately we will still only be able to provide repair for those items deemed to be warrantable under the legislation, but we will improve in getting it done more quickly.
For those of you that wish to contact me directly, I would encourage the contact. My email address can be found on our website and I will respond at my earliest possible opportunity.
Mike Garritty
A  18th of Aug, 2014 by    +2 Votes
I think that it is important to note that not only are all of these frustrations very similar in that the complaints are how Pacific Home Warrenty handles their complaints. I have had very poor communication from them. They never return calls (over 9 times), and this from their "client solutions" department. They deny claims by stating "no defect is detected". They do not hold their builders accountable enough nor do they provide professional customer service. It has been over 8 months since we purchased our house and we have not had our concerns addressed. As a group, it is important to continue to let others know and warn them of their reputation. Also on the BBB website they have numerous complaints, so please go take a look.
A  19th of Aug, 2014 by    +3 Votes
I truly have to agree.We moved in to our brand new house in Jan 2014. We are still waiting to have our repairs done. Customer service is awful, they never return the calls.I suggest that you keep records when you called, also take videos of the work that needs to be done. I also suggest to have contractors give quotes on the repairs needed. I plan to take this to the news there is to many of us who have the same complaints and nothing is being done. I do warn everyone about this company and I also tell them to check the website of complaints. Never again shall I deal with this company.
A  25th of Aug, 2014 by    +2 Votes
. . They should just fix the problem and send the bill to the builder
N  25th of Aug, 2014 by    +1 Votes
Mike Garrity what is your email address? Cant get to it on your website.
N  26th of Aug, 2014 by    +2 Votes

All I say is how disappointing. How can you be proud of your company. The people you have working for you lack in customer service. You obviously have the worst builders insured by your company. You are more than welcome to take a tour of our house to see the quality of work of the builder that you insure. You should be ashamed. These builders should not be allowed to build.
N  11th of Sep, 2014 by    +6 Votes
Send an email to: phwclassaction@gmail.com A class action or some type of lawsuit needs to happen, and if there is sufficient people, we can seek representation.
I have contacted Mike Garritty several times. He rarely responds, but when he does, he has no sympathy for the homeowner. Even his own comments on this board are self-centered and bias, which mirrors the exact culture he has fostered at Pacific.
Pacific will DO ANYTHING to deny claims, including skewing and/or influencing inspectors technical assessment reports so that they are in Pacific's favour. It's negligent, it's bias, it's a breach of contract, and who knows, maybe even criminal.
Mike Garritty and Pacific do not care about you as the homeowner. You are not their customer. If anything, you are a pest that eats into their profits for every claim you file and Pacific will DO ANYTHING to make you go away. Stand up and fight back.
N  27th of Sep, 2014 by    +4 Votes
Guys, I’m getting frustrated with Pacific Home Warranty as well, not getting any response from Client Solutions.

Did Mike Garritty resolve your claims? Did Pacific Home Warranty take responsibility of all the defects? Please let me know.
N  27th of Sep, 2014 by    +2 Votes
Mike never got back to us, which is something this company does well. We were also dealing with katerina Bienz who is the Director of clients Solution with our home. They are great at sending you out letters with your claim #, but returning calls is truly not one of their strong points.. Katerina also came to our house and looked at the issue that needed repair . Katreina also told us that she would get back to us at the end of the week with a decision about our issue. We never heard back. . I was so frustrated that work was not being done I called John Mulcahy his number is 905 455 0732 his email is JMulcahy@egi.ca. This man helped us out . I hope he can help you also. We are 9 months and still have some issues that need to be repaired. I refuse to give up because this insurance company should not get away with not fixing your home. If they insure these bad builders then they should take responsibility . Also if you can write to Jason Davis and let him know what you think of his company . Good luck
N  27th of Sep, 2014 by    +1 Votes
Thanks for responding Franca.

They're ignoring my complaints against the big defect done by the bad builder.

Pacific Home Warranty is BS especially the Client Solutions Team.

Who is John Mulcahy? Did you take legal action?

N  27th of Sep, 2014 by    +2 Votes
The Homeowner Protection office gave me John Mulcahy.number .Phone up Homeowner Protection and ask them what is the next step to be done to file complaint against Pacific home warranty. The number is 604 646 7068. They ignore your complaints because they don't want to pay and they hope that you will give up and fix it on your own. If you start to repair things than you are not covered so make sure not to touch anything. I know how frustrating to look at your new home that needs repair can be. I still have issues to be fixed and I will continue till it gets done. I am going to go to small claims court and name the builder and the Pacific home warranty.John works for Echelon Insurance. They work with Pacific Warranty.I not sure what he does but when we called him and told him what we were going through he told us that if we did not hear back from Katrina in 2 weeks he would help us. Two weeks went by and once again nothing from Katrina. He made us send in quotes for repairing our stairs. In a week a cheque was sent out to us. We are finally having our stairs repaired .I have to be honest not sure what he does but he was kind and helped us .I still think that something has to be done about this company to warn people how bad they are. I shall try Global News see if they will take the story.
N  16th of Jun, 2017 by    0 Votes
@Franca Martin John Mulcahy is in management at Echelon General Insurance, the parent company behind Pacific Home Warranty. I have sent him extensive details on common defects and deficiencies that our strata complex have confirmed as potential fire hazards, safety hazards. Stone walled all the way and we have asked them to at lease send someone to see for themselves, declined.
N  27th of Sep, 2014 by    +2 Votes
Thanks for the advise Franca!

That would be great if Global News takes the story. Someone has to expose Pacific on how CRAPPY they do business.

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