I have had Alliance Home Warranty for the past 4 years and this is the last straw, I will not renew this service. The worst service provider I have ever, and I mean ever tried to work with. Their employees should not be in the business to serve people because they are not suited for this kind of work. The response time to get someone to service a need at my home is unacceptable at waiting over a week for someone to show up at my home. the other issues this causes is far more excessive than the origional issue I am asking for service. i will not be supprised if they loose a lot of business because of their poor service and lack of care for the customer. You would think after 4 years of my renewal to them they would have some sort care for the customer, but NO nothing.
We bought a house in September. It was a bank owned home and before they could sell it they had to have a new boiler put in. The bank hired the cheapest contractor to replace it and left it at that. Our realator suggested we get a home warranty in case we have problems with the boiler. We have been having problems with the boiler. We called and made a claim and the next day someone contacted us to get the problem resolved. When the company showed up he was a furnace technician and we have a boiler. They are not the same thing. He spent most of the time on the phone trying to find out what he neede to do, instead of saying oh we will have a Boiler tech. come out and fix the problem tomarrow. After about an hour of just LOOKING at it trying to figure out what was wrong he said well we are gonna replace the pump to your living room zone because we think its bad. Good news is, is that it actually was bad. He said when they get the pump in they will send the boiler tech out to replace it. Next day the SAME GUY showed up with the "ordered pump part" and proceeded to try to replace the pump. Again instead of sending someone who knows what and how boilers work they sent the FURNACE guy. He finished replacing the pump and left. Ever since he left we've had minor problmes with getting the zone to heat and cool right. After about 39 days the pump they replaced quit working all together. I called Alliance thinking they would send a work order back to the company to come and replace it the right time again. I was WRONG. If I want to have someone come out to fix what they already fixed I have to pay them AGAIN. Even if it's the same pump they "fixed" because it has been over 30 days I have to file a new claim and and pay again if I want it fixed. This whole problem couldn've been fixed if they had sent someone who knew what he was doing and what needed to be done the first time. I've read some of the other complaints and it sounds like if you do need to have something fixed again because it wasn't fixed right the first time, Alliance will just ignore you for 30 days and then say "Oh it's past 30 days file a new claim". I have 4 small children and no heat in my family room, kitchen, or downstairs. It's December and it snows a lot where I live and the weather isn't warm. I am not going to go through Alliance Home Warranty to get this problem fixed. I'd rather spend 300$ of my Christmas money to get this fixed the right way than keep having to deal with Alliance. Terrible Cusomter Servie, No Integrity, Rip off. Never again will I go through them for ANYTHING!!!
The company they called to fix it was CDM Mechanical. I will never use them for anything either. Both are terrible companies who don't care at all for their customers.
My water heater got rusted and started dripping. Since our house was bought recently we were covered for one year by the "home warranty" provided by ALLIANCE HOME WARRANTY - Outstanding coverage for home owners.
I am writing this complaint for those who plan on buying a new house or the ones are looking to buy or re-new a home warranty with those guys. DON'T DO IT WITH THEM!!!
The main inconveniences I have experienced with them were as follows:
- high deductible
- their contractors are charging unusually high fees (in my case they were asking installation fees for more than the water heater itself)
- ridiculous low cash out amounts to cover the damages (did not cover half of my costs)
- customer service is not their priority (many phone calls to sort out a simple matter, long on hold times and no professionalism from the supervisors)
When I called Alliance to have our furnace repaired, they sent the request over to a contractor that took over three days to contact us. Each day we waited with no response, Alliance assured me that we would be contacted and that they would not contact a different contractor. Once the contractor did show up, they were clearly incompetent. Only at that point would Alliance assign it to another contractor who was able to fix the problem, but before we had been without a furnace in the winter time for just over three days. As I enquired more into their practices, Alliance says they have 48 hours to respond to any claim unless it is shown as being serious, in which case they have 8 hours to respond. That does not mean that they will have a contractor on-site within that timeframe, it means that they just need to "respond" to your request during that time. They also use local temperatures to determine if it is considered serious or not. Since our temperatures were in the 40's and 30's over night, they did not classify it as being serious. Bottom line is to be careful in reviewing the contract and understanding how long a home warranty company has to respond.
I have had such a terrible time trying to get anyone at Alliance Home Warranty to call me back to settle a claim/dispute. I have a rental property and when the furnace broke down my property management company called Alliance to scheudle someone to come out and fix it, after attempting 5 calls over a 2 hour period to their service number it continually rang busy. They finally just called a local repairman to fix the problem and the bill came out to almost $400.00. I myself tried calling the service number the next day and it still continually rang busy. I finally was able to get through to the "contracts" phone number. When I finally got a hold of someone to tell them I couldnt get through to thier service number they told me that they had been having trouble with thier phones the last couple of days. After 45 minutes on hold I was finally transferred to a claims resolution dept. After telling them my story and requesting they reimburse me for the $400 invoice they said to fax a copy of the invoice of the repair and they would "look" into it. A week passes with no follow up whatsoever, I called again and again and finally got a live person on the phone, she said she would look into my dispute and promised to call me 3 days later, well that came and went and I have called and left messages for her every single day for the last week with NO return phone call. I have tried explaining over and over that it was only becauer THIER phone lines were down that we would had to call our own repairman in. They of course deny thier phones were down and refuse to pay for the claim. I am beyone infuriated with thier customer service. I was promised today that a supervisor would call me back today but that was 4 hours ago, I'm not going to hold my breath. All I ask is that they treat the claim with respect, follow up like they said they would and actually pay the claim as they should. I will not be renewing my policy with them unless thier customer service team suddenly does a 360 and acts like a responsible home warranty company. This is just ridicules.
When my heater broker on Dec. 3, Alliance had me contact L&S A/C and Heating from Henderson. This company took 7 trips and 34 days to repair the heater. This was in the month of December. Only after I contacted my own contractor who recommended a new heater unit did they take any action to help solve my problem. I was on the phone waiting for hours trying to get help. The contract says Alliance will repair or replace broken applicances. It was my mistake to assume that it would be in a timely manner. Surely, the service should be completed within 24 to 72 hours - not 34 days. When I suggested that I try another contractor, Alliance says that the process would start over and take even longer. Only when I contacted my own contractor to replace the unit did they take any action. My good tenants suffered hardship and I lost a month rent. I will never use this service again - nor First American with whom they seem to be affliated.
Alliance home warranty won't cover basic claims--"it's not the result of normal wear and tear" is the explanation for everything, even if it is obviously the result of normal wear and tear. Don't count on anything being covered by Alliance. They're happy to take your money--and let you pay the service call fee for the privilege of learning that they problem isn't covered and that you need to hire someone yourself. They contract with terribly inexperienced technicians who have no idea what's going on (an Air Conditioning repair company was sent to fix my sink). Whatever these guys report to Alliance goes on the record as the problem. One suspects there's an incentive for these companies to make the problem look like something that's not covered.
I contacted Alliance Home Warranty on Tuesday, June 27 to arrange for service of a stovetop that was not working properly. A repair person contacted me and arrived the following morning. He came in and asked if I had been told that they (his company?) didn't usually work on stovetops but he proceeded to check my stove's burners. I explained that the burners sometime ignited and often did not. After a two-minute look at the situation (much in the cursory way that an inexperience person would examine it) he concluded that we needed to replace the knobs. He said that he would see if it was covered under my home warranty and call me back (which he never did). I researched and found that knobs were not covered so I ordered them from an appliance supply store. Meanwhile, I called the manufacturer and explained the situation. I was told that it did not seem to be an issue with the knobs. The Alliance repair person hadn't investigated beyond the knobs and really had no way of knowing if in fact that was the problem. I called the repair company to see if the representative could come back to check something else and was told that they would check into it and call back. I never heard from them even after calling twice.
I called Alliance and was told that they couldn't do anything until I received the knobs. I explained that I am selling the house and needed to address this within the next week. The claims rep kept repeating that they would be glad to send someone out later (after my departure) and did not listen or offer any other possible options to resolve the issue.
This whole situation could have been avoided if Alliance sent out more experience and thorough repair people. The impression is that Alliance finds the lowest bidder regardless of the lack of experience, knowledge, and negative approach to customer service. Perhaps this is reflective of Alliance's approach to customer service. I will never use this service again.