On April 6th I called NHP because I heard a leak in one of my upstairs Pipes. The leak had caused a small crack in our entry way. When I called I was given a claim number and told that the company contracted would call me within a couple of hours and if I had not heard from them to call them. I will not use the name of the contracted company because they were wonderful. I will refer to them as “the plumbing company”. Monday went by and there was no call from the plumbing company. Tuesday morning I called them. They said they had not received anything from NHP. So I called NHP back (held for 20 min) and ask that they resubmit the claim to them and please call the company as well. Wednesday morning still no call, so I once again called NHP and ask that they please call the plumbing company. They said no problem we will be happy to call the company. So now we are to Thursday and still my pipe is still leaking. I have a claim number and the company that is supposes to fix it, but they can’t fix it without being contacted first. So the very nice lady at the plumbing company says, “Hey I will call them for you”. I said thanks and I will call as well. We are still on Thursday 4-9, when both she and I made calls only to get a recording that the systems were down for restructuring or something like that. So the next morning I was very frustrated and called again. Remember each time I call there is a holding period like none I have ever had. I once again get the same recording. I have teenagers and we are using only one bathroom. So to say it was hectic at my house would be an understatement.
A new paragraph for a new week. It is now Monday the 13th of April when I decide to call NHP again. So I give them the benefit of the doubt and ask them to assign a new contractor. Maybe it is the plumbing company’s fault they are not getting the faxes or emails or calls! They assign a new company, which by the way I have never heard from them either. In the meantime the plumbing company calls NHP and finally gets the OK to do the work. The plumber comes out the same day. He tells me he will have to cut into the wall to find the leak. He has it narrowed down and knows which pipe it is. I pay the $60.00 deductible and he goes out into his truck to call NHP to get authorization to cut into wall and repair leak. He comes back 30 minutes later to tell me that he was told that I would have to pay $360.00 to hire a leak detection specialist to find the leak. This is what was told to him by NHP. The plumber then told me that it would only cost $135.00 to cut and find leak. But without an authorization code the plumber could not do the work so he left. I then proceed to call NHP myself to ask why would they require me to pay anything because per my policy I was only to pay a $60.00 deductible. Why would I pay $360.00 for leak detection when the plumber was only going to charge $135.00? Guess what he gave me the authorization code 10 minutes after the plumber had left my house. I am really mad by then and ask to speak to a manager. I then got hung up on. I call back (I am persistent) and once again ask for a manager. I was told there was no manger or supervisor on duty they would have to call be back. I ask for the person name who I was talking to and they HUNG up on me. Apparently asking someone’s name at NHP is forbidden. So on Thursday April 16th the plumber returns to finish the job. He cuts in and finds the leak and proceeds to repair it. He asks me to call NHP and make sure they are ok with now a $390.00 bill total. I call NHP ONLY to once again get the recording of their systems being down, but if you want to buy a new policy to go to their website. I highly advise not to buy a policy! As the plumber fixed the leak, he had to cut into the drywall to get to the pipes. As you can imagine I have holes in my walls now in three separate parts of the house. Friday April 17th, today the plumber comes back with the final part. When he is done he brings me everything to sign. We have to call NHP to let them know he is done with the job. Remember Thurs when I tried to call we got the recording so we had to get the final authorization from NHP. The young lady on the line said that she would have to get her manager to approve the final number. Once we finally got it all finalized and approved I ask the NHP agent about my drywall repairs. She told me it was wet and caused by the leak and would not be repaired. I told her it was not wet. The plumber had to cut the drywall to access the pipes. He did not cut it for the fun of it. Now let me quote a line directly from my policy, “NHP will provide access to plumbing systems through unobstructed walls, ceilings or floors, only, and will return the access opening to rough finish condition”. The agent then asks to speak with the plumber again. He told her the same thing, yes there was a piece of wet drywall, but he didn’t cut it because it was wet, he cut it to get to the leak and it was only wet on the inside of the drywall. She then asks to speak with me again. I took the phone from the plumber and made a huge mistake, I ask for her name…… CLICK…LINE DEAD! The plumber left. I called NHP back and yes I was mad! I got an agent on the line and ask for a manager. Remember there was a manager there on the previous call because he had to approve the amount of bill. I was told there was no manager present. She also proceeded to tell me unprompted, that NHP would not fix my drywall because according to the computer all the drywall was wet and damaged. I guess once it is in the computer it is true! I ask for a manager and told them I would hold. The agent told me there is already a note on your account from three days ago for a manager to call you. So I guess right now I await a manger to call me. I guess I should start taking wagers as to if the holes will remain in my walls. I guess I just expected better service. After all I have paid premiums for almost 2 years and would expect to be able to use my insurance. I guess asking for what the policy states is covered is too much to ask for.

1. Never sent $50 gift card that was promised when I signed up for service

2. Denied my AC claim for preexisting condition b/c I had filed a warranty claim with the prior warranty company over a year before when:
a. they never inspected my ac before they accepted the policy which they could have easily done, they knew how old my home was, and accepted the premium thus waiving the right to argue preexisting condition. I started the policy in May and 1st time they came out was in August. You can't go without AC from May to August in TX. Clearly the unit was working.
b. the machine was in "good working order on the effective date of the contract"
c. their own policy charges a new fee after 30 days even if the problem is the same, saying beyond 30 days is a new occurrence, so over a year in certainly a new occurrence
d. the prior home warranty company says they fixed the problem--there was no leak, just normal freon loss
e. NHP's service provider came out in August and did not see the leak that the second provider found the following May very easily (fluid was everywhere when he stuck his hand in the unit). If there was no leak in August, there could not have been a leak a year and a half before that.
f. the TX Real Estate Commission says they owe for the repair because the failure happened during their policy period

3. Operating in TX without a license with the TX Real Estate Commission

4. Poor customer service:
a. 20 minute hold times
b. managers do not return phone calls
c. they have never made one single outbound phone call to me
d. no written correspondence, including no written denial letters
e. no reply to the many complaints I have filed either direct or through other means (TX RE Commission, TX attny general, BBB)

I have now had to pay $125 to go to binding arbitration with this company in addition to the two $60 service fees and the $450 premium plus the $1600 AC coils. I would highly recommend that no one purchase this product.

I purchased 5-Year warranty policy ($1, 649.60) from National Home Protection in 2008. My first claim was my Air Condition. I called them and NHP asked to fax 2007 / 2006 AC maintenance records. After I did it, they denied my claim since they said the format and maintenance record was insufficient. Due to my 5-year and 3-year boys could not stand the hot weather in Flordia, I had to fix AC and spent $300 out from my pocket. I kept arguing with NHP, and finally they agreed to cover $150 (half of my cost). However, until now, 7 months past, I have not received the $150 check. I called them over 10 times, and they always say that you should receive the check soon.

My 2nd claim was my refrigerator. I called NHP and they sent the local contractor to me. The contractor asked me to pay $45 service fee first, and then they would come back to fix it. However, I waited for almost 7 weeks and they finally came to fix my refrigerator. I complaint NHP regarding the situation. NHP said that they can not control their contractor how soon to fix it.

No word how to describe the bad company. Today I called them to cancel my policy. They asked me to mail the cancellation request to their corporate. I really wonder if they will process my request and refund my the balance (at least $1319.8). I sincerely wish someone can teach me how to get my money back if they do not response my request.

I also have never received the promised Home Depot $50 gift cards, one for each of the 2 years I purchased in July 2007! I have done all the things they requested and that other posters have done, multiple times, and have always gotten the run around and been stalled. It is now almost 2 years since they charged my CC for over $650, but I have still not heard a word about the gift cards-and they still advertise them on their website! What nerve. My latest attempt is to file a complaint with the BBB of NY, but I don't know if they can help...

a contractor was assingned and came out on 1-23-2009 there was 2 thing rong with my stove .the gas valve and bake igntor had to b replace the cost was $395, 86 dollers .they wood not give the repair company ok to fix the stove .they try to give me $150.00 for it i sad no .thay sad that the part r on back order and that not true i talk to jasco appliance repair and thay can get the parts. then they ofter a nother stove and it wood take 15 to 25 weeks that is not exceptable . i have a 1 year old and no stove still