Complaint Review: Nationwide Home Warranty

My washing machine recently broke and I called Nationwide Home Warranty to report a claim. It was a Saturday and I was told that my payment was never processed so I wasn't a customer. I looked up my bank accounts online and told the customer service rep, if that is what you could call them, that I was looking at my bank account and Nationwide Home Warranty had withdrawn $431.99 from my bank account on October 1st, 2007. They said that there was nothing they could do and I would have to call back on Monday to speak to billing.

I called back on Monday, and spoke to someone who told me that it was a billing error and they did withdraw the money from my bank account and they would send someone out that day to fix my washing machine. By Thursday I still hadn't received a call from a service tech. I called Nationwide and was given the run around again. I was pretty upset and was told that the would expedite my claim and someone would be out there that day. I told them that I don't feel I should have to pay the service fee for this claim since I didn't receive the service I paid for. Brian Cooper, the regional manager, got on the phone and immediately started attacking me. I told Mr. Cooper that I would pay the service fee and then I would sue him in small claims court. He called me a filthy animal and said that they don't work with animals so they would not be honoring my contract and would not refund my money. I was shocked. Never in my entire life have I had someone speak to me like this. I tried to reason with him and he hung up on me.

I tried calling back and spoke to a Kristen who was also extremely rude. I asked if I could speak to someone higher than Brian and was told that there was no one above Mr. Cooper, so I guess he runs the company as well. Finally, after my husband got wind of the horrific treatment I received he called back and was told that they would send a service tech out to repair the machine, but I would have to pay in cash. They said someone would be in contact with us within 24 hours. It is now five days later and I have received no phone calls from any service technicians. I would love to sue these guys! Stay away from this company!!

Molly
Racine, Wisconsin
U.S.A.