Complaint Review: National Home Protection

I bought a home warranty with them in June 2006. In November my furnace failed; they never even got a service person to call me; after 5 days I got permission to get an estimate from my own repair person; after finding a faulted circuit board and providing a written $471 estimate, fully 13 days after my problem was reported they determined that I could not proceed with the repair. They claimed it was because I couldn't provide "written maintenance records" for the furnace.

The contract states no such requirement; 'maintenance' for a modern furnance is some simple cleaning and replacement of an air filter, very easy to do-at-home things (and unrelated to a PCB failure anyway)

The person on the phone (it seemed to be the same person 90% of the time) took it almost jokingly when I complained, as if it was an every day occurrence for them to refuse to honor their contracts

Richard
Tyngsboro, Massachusetts
U.S.A.