Anonymous

Service

On December 7,2017 called Insurance Co.A/C died. Unit only 3 years old placed there by residential gold. They sent out Acutemp A/C. As of today 12-22 still no service, I have been given 3 different stories, I have spoken to several insurance customer people. The A/C co will not return my calls or the insurance company calls, does that not tell you there is a problem, this was upgraded to a medical emergency as I have heart disease, I live in Florida and I am 82 years old with other medical issues.I pay $600.00 per year for this insurance and cannot get service,all customer says we are working on the problem and someone will call me no one calls. How much longer for service or must I consult with an Attorney that handles consumer fraud. The A/C Co.got paid the service fee, but I have no service. Thusly my Christmas has been ruined and at my age how many more do I have. Terrible terrible service. Charlotte Staruch 772-879-****.
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Reason of review:
Problem with delivery

Preferred solution: Deliver product or service ordered

Anonymous

Still waiting

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I've been on hold 3 times for over an hour in the last 8 days for a water heater. I'm handicapped and there are 4 children in the house. Apparently an approved rush order has no meaning now . I have an appointment on November 11 for my wall oven.Now i'm worried that Our Thanksgiving could be in danger.When you sign up for this protection , It is basically about the peace of mind. I'm retiring soon and want the coverage to pay for repairs that I will not be able to afford on my social security income. If this their version of rush service, then I am hoping nothing ever breaks again. Forced to look for a better insurance company.
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Loss:
$111111
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Guest

I'm with you!!! I placed a service call on Nov.

10 for my water heater. The plumber came out on the 13th. Today is the 22nd and I still have no water heater! Every time I call I get a different answer.

I've asked for a supervisor to call and they say someone will call in 24 hours, still no call.

This is awful service. I'll be looking else where

Anonymous

Worst company ever!

12/6 dishwasher didn’t work. They are still reviewing whether or not to repair or displace. 3 weeks???? Ruined my Christmas dinner for 16 !! Worst company ever I’m going back to American home shield !!!
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Anonymous

Getting worse each year

I have been with Residential MD for roughly 5-6 years. In that time, deductibles for their Gold plan have gone up (from $75 to $85 to $100) and customer service has gone down. Reaching Customer Service on the phone is a real accomplishment--in the past week, I have called three times, waited on hold twice for 45 minutes, then hung up, and once for 25 minutes and hung up. Their Gold plan offers 4 preventive maintenance visits per year: 1 for appliances, 1 for electrical, 1 for plumbing, and one a year for Heat/AC combined. The problem with once a year for Heat/AC is you have to hope for a day that is not too hot or not too cold, for them to check both units. What is worse, at least 4 times, they have referred me to companies that no longer do preventive maintenance for them. I got stood up today, because one such company who was going to do it, changed their mind and contacted Residential MD 3 days ago, but Residential MD only called me today, to tell me of the cancellation, after the company was already scheduled to arrive. I called to inquire if one of their other plans include separate preventive maintenance for Heat and AC, but I waited on hold forever (See above) and no one ever did pick up. At one point, I would have given this company a rating of 8 out of 10. Now I would give them a 4 with an anchor. They are becoming the Comcast of Home Warranty companies. I asked to speak with a supervisor to address these issues--I'm not holding my breath.
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Reason of review:
Poor customer service

Preferred solution: Price reduction

Veneta Mty
map-marker West Columbia, South Carolina

Poor Service

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Called to have service perform on my central air, they assigned a company to come out to fix it. 12 hours later and no return of 3 calls to the service company. I called residential MD and told them the problem, was told they could reassign it to another company, but it would have to go through their dispatch and would take 24 to 48 hours. Now the temps here have been in 90's and their never late on taken the payment out of your bank account on time. So If you want to pay money to a company that does not provide the service you pay for have at it, and what is funny I just received a letter saying that the amount of the fee for service was being raised 50 per cent.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous

Service

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No service can't get through to customer service Sat on hold for an hour and still didn't get through
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Anonymous

Scam Company

Lost our air conditioner and call them at least 8 times and each time was giving a different excuse. The night before they were supposed to repaired it, got a call saying the manufacture was change and would be another 3 to 5 days. This will put it almost 2 weeks we haven't had air conditioning. They nerve miss taken your money out of your account to pay for the policy, but don't try getting the service you though you would paying for. Since I took out this policy I've spend about 4 thousand dollars and with the amount I have to pay extra because of all the things they say isn't covered under the policy it will be close to 5k. So buyer beware of this company.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous

FOUR TIMES TRANSFERED--2 HOURS ON HOLD

After I told them I sold my house and needed to cancel my service, They put me on hold for 2 hours 10 minutes. They transfered me 4 times. The last operator hung up on me. Still cant cancel my service. 9/11/17. Im wondering if this is how they keep you from canceling a service? Every operator kept saying "I dont have the authority to cancel, Ill transfere you right over to someone who does. Every operator said the same thing. I was determined to wait it out but the last operator humg up on me. The customer service is terrible and I'm not usually a complainer.
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Reason of review:
Return, Exchange or Cancellation Policy
Marja Qlo

Very Poor Service

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Had a issue with my ice maker. Called and placed a claim and they sent Sears out to repair. Cost me 100.00 to get them here and then find out that Residential MD denied the claim. This is after I explained to them on the phone what the issue was. I called back and was told that it was a Data Error that my ice maker has *** in the bottom of it and will not hold ice. How does Plastic have a data error? When I called back was told it was not mechanical so not covered THERE IS *** IN THE ICE MAKER. I honestly GIVE UP!!! This is not the first of I am guessing the last issue I have with this company.
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Loss:
$100
Cons:
  • Customer service
  • Service with company
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous

Residential Gold Home Warranty is not good value for money

i paid the gold level for 5 years and it actually cost me money. I could have had my appliances repaired much more cheaply and quickly. the checks they say they do are just quick checklist not service - you need to have your HVAC etc serviced not just a checklist run over it. this is a huge waste of money and really should be illegal. when you wish to have an item replaced even though 30 years old and clearly end of life not working they say not end of life and offer you their discount buying service where the prices are higher than you can get just be doing a little negotiation.
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Loss:
$5000
Reason of review:
Not as described/ advertised
Anonymous

AC was not fixed but claim was closed

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My claim to have my ac unit repaired was closed without my knowledge. The repair tech reported that the unit did not experience mechanical failure. No mechanical failure but the unit isn't working. How is that possible. No one from Residential MD call to discuss my claim before it was closed. When I called Residential MD I was told that my claim was closed and that I need to place another claim and pay an additional service fee. I asked what is Residential MD definition of mechanical failure. If the unit is not working, there had to be a failure. Looking for a home warranty company.
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Reason of review:
Poor customer service
Anonymous

Hot Water Heater (pilot light wouldn't stay on)

I've been paying for this warranty for over 3 years or more. First time I've EVER submitted a claim to them for my hot water heater. They came out, I already knew that it needed to be replaced, because we've had another plumber who has tried to fix it several times (he said it needed to be replaced). So I decided to give Residential MD a call since I pay them $50 a month. Service guy came out, he changed out some part that cost $10, (made it worse), paid him $85 their service fee, he told us the hot water heater needed to be replaced due to corrosion? Then he told us that the vent pipe was installed incorrectly? Then he went back to the company and told the company the previous installation of the water heater vent pipe had been installed improperly when we had our new gas heating system for our house installed (which is next to our hot water heater in our garage). We had a professional company install this...we contacted the company who installed our system and they said that is absolutely ridiculous and that Residential MD is just trying to get out of replacing the hot water heater, therefore we have lost almost + $2000 for nothing and I'm really ticked off! Funny, we've been using the hot water for 6 years and never had a problem until the last 4 months. So if the installation was done wrong in the first time, it would have never passed inspection. This company needs to be investigated. This will be my last home warranty. SCAM!
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Reason of review:
Bad quality
Anonymous

Wait for "NOTHING" to HAPPEN

We have a monthly installment payment billed directly to one of our credit cards for home warranty by RESIDENTIALMD -- GOLD We had a wash machine drain pump go out and they sent a repairman who took the pump out, collected a $100 FEE, left with our defective part and weeks later scheduled an appointment to come back --BUT --never showed up the scheduled day. When we called APPLIANCE GURU of DFW they didn't answer and the number the repairman provided was disconnected We wasted an entire day and never saw nor heard from the repairman, their office , but we did reach RESIDENTIAL MD GOLD after being on hold five times for 20-40 minutes at a time When we did speak to a representative at RESIDENTIAL GOLD, they told us that they reached the service persons office and that the repairman was running late but he would call and give us an update on when they might arrive THAT PERSON NEVER CALLED BACK AND WE ARE STILL WAITING WHILE THE DIRTY CLOTHES PILE UP and RESIDENTIAL MD received our payment monthly without fail BAD PLAN, BAD SERVICE, NO HONESTY
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Broomfield, Colorado

Incorrect information from rep and only partial emergency coverage

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Look at the piles of negative reviews before you "sign" with Residential MD! My hot water heater (on the second floor) started leaking at about 11:30am yesterday. I heard dripping in the ceiling and tracked it down to the hot water heater. I could not find the shut-off to it, so I immediately called Residential MD. That's when the run-around started. At least eight calls, spanning the rest of the business day amounted to Residential MD "assigning" my case to three different plumbers, none of which could come out during the weekend. Ultimately one of them could come out the next day (today). Meanwhile I was able to find the shut-off and turn off the water, but not before significant drywall damage was done in the ceiling. Most maddening was Residential MD's "assignment" of my case (with leaking water) without actually talking directly to a particular plumber. Each time I would call Residential MD back and say, "I just got a call from ___________, and they can't come out for two days," or, "... mid next week." And then (with hours passing) Residential MD would again "assign" my case to a new plumber, who also couldn't come out. So, with water leaking, Residential MD could not find me a plumber nor treat the case as an emergency. It gets much worse! Finally, one of the reps at Residential MD told me, "Somebody should have told you that in an emergency case like this, you can just hire your own plumber, whoever you can get, and we'll reimburse for the emergency service call." I said, "Yes, somebody should have told me that many hours ago! Meanwhile, damage has been done, and I wouldn't be waiting for days with no water in my house!" At that moment the call came in on the other line that the (presently here) plumber could come today. By that time, with the water shut-off, I took what I could get. But HOURS earlier I could have lined up my own plumber, that would not have been one in Residential MD's "list." One of the reps at Residential MD told me that "in your area" (the greater Denver area) they had only three plumbers on their list. So, yeah, of course those were all booked up. So, today the plumber arrived and said, "Yes, we'll have to replace the whole hot water heater. I'll have to order one." I said, "How long will that take?" She said, "Typically 3 to 4 days, but it can go as much as 8 days." I said, "3 to 8 DAYS? That is unacceptable! Let me call Residential MD." So, I called Residential MD back and said, "Look, there are hot water heaters sitting on the shelf right now, about 1 1/2 miles away, two different major vendors. Why should I have no water in my house for 3 to 8 days?" This rep said, "Somebody should have told you about our reimbursement option. We can authorize you to go buy a hot water heater yourself, have the plumber install it, and we'll reimburse you for a 'standard replacement.'" With the plumber listening, I followed up with a litany of questions, such as: "What is a 'standard replacement?'" The rep answered: "Well, we'll only reimburse for a 'like kind' replacement. So, you can't buy a 50 or 60 gallon tank to replace your 40 gallon. You can't get a 15 year warranty model, if you have a 6 year warranty model. We will only reimburse up to the amount of replacing the kind of hot water heater you now have." I asked, "Well, the off-the-shelf unit will probably cost more than what you'd order. But that's the point to it being an 'emergency,' right?" She laughed and said, "As long as it's a 'like kind' replacement, we'll reimburse you." So, I went to Home Depot and spent $481.73 (which was the plumber's price, btw) on an absolutely like-kind hot water heater. The plumber picked it up and is installing it as I write this. I no more than got home when Residential MD called me to tell me the total amount they were authorizing for the replacement, including labor: A little over $680, less my $85 deductible, bringing their total "reimbursement," including labor to about $590. The plumber tells me that I'm going to own $490 for their labor, and I've already paid $481.73 for the hot water heater. So, I asked the Residential MD rep how there can be an almost $400 disparity, and she said, "Well, we will only reimburse for your purchase up to what we would have paid had we ordered it, which is $390 for our 'builder grade' hot water heater." I said, "Wait, this is not how it was explained to me! And you are comfortable to tell a customer, 'Hey, yeah, you don't have water in your house, but, you know, whatever. We'll 'emergency' order you a new hot water heater, and when it comes in after a few days, we'll get somebody to install it.'? I think that's outrageous! This isn't a third-world country, and we're not going to be without water for days to as much as a week! And your rep TOLD me, with the plumber listening, 'Buy a 'like kind' replacement, and we'll reimburse you. That is what I did, and I barely do it and you're already changing the rules." The rep responded, "Well, you were informed incorrectly, or you didn't correctly understand. We can get that hot water heater for $390, and that's what we'll reimburse. Regarding labor, we have been quoted by other plumbers for 2 1/2 hours of labor. And there's some misc. parts. So, that's how we come up with the amount we'll reimburse." I said, "But these plumbers that are quoting you haven't even been out to my house! They don't know anything about the job. How can they quote anything with accuracy? The plumber who is HERE knows the whole story, and I have to pay the ACTUAL price the job costs. This is not some on-paper theory about costs. This is what it costs, and this is one of your APPROVED plumber from YOUR LIST that is out here doing the work! So, you should be covering THEIR actual costs, less my deductible." The rep said, "I'm sorry, but I'm telling you what we will reimburse." So, I then changed to the drywall damage. I explained the whole run-around I got for hours, while Residential MD "assigned" my case to effectively non-existent plumbers, and while water was leaking. Long and short, the rep said, "That damage is what we call 'consequential damage' and is not covered by your warranty. We're sorry for the damage and for the delays in getting a plumber out to you. But we don't cover any such damages." So, in the end, NOBODY at Residential MD took this matter seriously. Every rep I spoke to had a different story. One of the reps explained their reimbursement policy entirely in error. And the net effect of the whole mess is that Residential MD is going to "reimburse" me for barely over half of the actual costs of the job! And regarding the drywall damage, their line is: Tough luck, buddy. So, before you buy a policy from Residential MD, take warning! You can be having a flat-out emergency, and their "response" will be hours and hours and hours of run-around, incorrect information, and a pathetic "reimbursement" for your efforts to resolve the emergency yourself (because nobody at Residential MD can be bothered to treat it like an actual emergency." And anything they can call "consequential damages" will be entirely on you to handle. So, given what I've paid in premiums, coupled with this incident (I don't even know yet what the drywall is going to cost!), being "insured" with Residential MD has been a significant net-loss to me! I would have been far better off to just put the premium each month into a dedicated savings account and not have their "coverage" at all! That is exactly what I now plan to do. If you have the discipline to do likewise, I highly recommend that you "self warranty" rather than pay Residential MD for nothing but hassles, run-around, and incorrect information.
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Loss:
$500
Cons:
  • Each rep tells a different story
  • Refusal to pay full claims
  • Customer service
Reason of review:
Warranty issue

Preferred solution: Full refund

Lee Kyj

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Verified Reviewer
| map-marker Oxford, Alabama

18 day and referigerator has not been repaired

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Up until this claim we have had good results with this company. We have now been without a refrigerator for 18 days and waiting on service provider to come out today which he is most likely not going to come. I called Residential MD many times on this one claim and they tell me the service provider is trying to find a part number and said they are calling him everyday. I told the customer representative that is their problem that I need the refrigerator repaired or a new one. I have also been elevated this to Cross Country Home Services.
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Cons:
  • Amount of time to repair the frigerator
Reason of review:
Order processing issue
2 comments
Guest

we have the same issue. They said they will come.

They don't come. They said they will call back, they don't call back.

We went without a working fridge for 2 weeks, and months with the ice maker not working. Very unreliable.

Guest

dbbminton - I sincerely apologize for the delays that you've experienced with your refrigerator - more than 2 weeks without a working refrigerator is unacceptable. We would like to investigate this further and get this claim moving quickly.

Please send us your property address and phone number to erelations@***.com and I will have a team member reach out to you directly. Sincerely - John

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