InHouse Home Warranty of Arizona lied to me about their records in order to deny a failed air conditioner claim. They then asked me to pay them roughly 25% over market prices to replace and install it themselves.
I've been using this warranty company since '06 and, until now, they have been responsive and good at fixing the warranty related issues that have come up in the two AZ homes I use them with. Problems started in late '09.
They called me to schedule a "free" annual AC check-up on one of our homes. We told them that we have two homes under warranty and we'd like the "free" checkup on both. They said, "sure, no problem." So they sent a technician out to our primary residence. I received a call from him on my cell when he was doing the work and he claimed that I had to pay some ~$125 to clean it. I felt a bit put-off and said I didn't feel what he was doing was right, he called his "supervisor" who he claims told him to not worry about the fee and let me have it cleaned for free. Great... a minor inconvenience, but the maintenance is done. I asked him to give me the same treatment on my other home that they were going to maintain the AC unit at, and he assured me that he would.
Okay, so time passes and they never contacted me with another cleaning fee (included in their free maintenance) so I'm assuming I got through to them. A few days ago, the AC unit at the second home goes out... the compressor is dead and my claim is denied for "dirty coils." Oh yeah, and that will be $4.5K for us to repair it with a $1.5K retail discount we're passing on to you. What??? They just did the maintenance on it in late '09... how do I have "dirty coils." I call and talk to the person handling the claim. He conveniently has no record of the maintenance, and he also has no record of the fact that they repaired the AC unit at my primary residence under warranty (dirty coils and all) prior to "maintaining" it.
He seems to have all the other records, but the two that matter to my situation, and will free me from having to spend $4.5K for them in repairs, seem to be missing. He starts giving me reasons why its so expensive. He tells me then that the unit has to be replaced entirely, "we can't repair this... its too old." Interesting, because they repaired a different AC unit for us not long ago in the our other home which is the same age. Oh yes, and the one they repaired was for a MUCH more expensive unit. The one needing replacement is a tiny 3 Ton unit ($4.5K is just ridiculous especially considering its under warranty).
I will not renew my policy and will actually try to have it refunded... I'll also be looking else ware for repairs. What a waste, they were doing well in my book until these last two incidents.