Nations Home Warranty

Avoid this company.
We selected Nations as the warranty to be purchased by the seller of our home at the suggestion of our realtor. After one year, we even renewed our policy as we were pleased with what we thought was a sense of security knowing we would be covered in the case of our appliances or HVAC system breaking. This was not the case.
One morning, I heard our outdoor fan unit making a clanging noise and spewing steam so I shut the power off at the disconnect switch outdoors. I called in the claim and the technician came out a few days later to take a look at the problem. His diagnoses was that the coil unit in the air handler upstairs was dirty which caused a leak in the coil. I found this odd given that the issue began outside. It was at this point he told me that the entire air handler would need replacement which would not be covered by the warranty. His reasoning was that the system had been run without an air filter and, therefore, the warranty would not cover repair due to lack of maintenance. I was blown away as I change my air filter on a monthly basis which is above and beyond given that I use 3 month filters. He then proceeded to explain to me that I was having issues with the system because the disconnect had been turned off at the fan. I had clearly explained to Nations this was a precautionary step I had taken upon hearing the noise to prevent further damage to the fan. This also was suspicious because he said everything was fine outside despite the noises I had observed.
Not satisfied that I was now out of pocket the cost of an entire system, I called Nations to discuss. I was immediately met with a series of quotes from the contract fine print stating that because I did not call in for inspection 2 times a year, once for winter and once for summer, I was not covered. The system is a heat pump! The same process is done in reverse based on the difference in indoor and outdoor temps. Furthermore, when I questioned why the technician that came for an unrelated repair on the system less than a year ago did not make note that the coil needed maintenance, I was told that all that dirt had accumulated since the tech was last there. Ridiculous! You’re telling me that a enough dirt accumulated on the coil in the course of a year to cause a leak? When I raised some concerns about other aspects of the technician’s diagnosis, the Nation’s representative told me I was «deflecting» away from the fact that I had ruined my HVAC system due to the fact that it was not properly maintained. I have never been more appalled at the service provided by any business of any type until this conversation which ended in the representative repeating the question «is there anything else I can help you with?» over me trying to talk as he apparently determined the conversation was over.
It’s a pretty lucrative business model if you ask me:
Hide behind fine print and scripts, deny claims, then pocket premiums.
I wish we had done our own research rather than rely on a recommendation, one look at Unilocal provides multiple examples of similar circumstances.

After having Unilocal for years this is the only review I have ever felt that I needed to write. Nations would not cover my pool equipment due to leaves and dirt being on it. Under their policy, they service equipment under the conditions of «normal wear and tear.» Yes, that is correct. That is the professional diagnosis you need as stated by them. Obviously, this is a very broad term and can be used under pretty much any circumstance to deny service. Upon calling them for a more detailed explanation of their term, the person I was speaking with said the equipment had to stop working naturally. Again, very broad. I asked her to elaborate, then she just commenced restating the word «natural» and maintained that this was a valid explanation. I have 4 rental properties, and they are the warranty service for all of them. Normally, warranties are something I just assumed you had to have, and I paid the premiums without ever thinking about what I was receiving. I am now realizing what a waste they can be, and that they have every incentive in the world to deny you service. Please think long and hard about what they do provide and whether it makes sense for you to get it. Especially this particular company.

Their service contractors have proven to be incompetent on a number of occasions, their customer service is weak at best, and their ability to manage vendors and bring about a solution to client issues is virtually nil.
To put it bluntly, the service, client interaction, and integrity of this company are the worst we have ever experienced.
We will be urging our friends and family not to use Nations Home Warranty under any circumstances, as well as making it known via social media and the Better Business Bureau of the incomprehensible services we have received.
This company fraud the customer with maintenance «issues» that are ofcourse not under the warranty and we have to pay out of pocket but then when a REAL technican came to look at our problem– the contractors with Nations had diagnosed the problem incorrectly in the first place and now causing more issues and out of pocket money than necessary. This has happened on 2 occasions with the plumber and now AC repair company. Operations maneger John is just as bad. Took him 4 messages over a 2 week time period to actually call me back and then proceeded to be so rude and unhelpful because they «dont cover it».
Dave Perry Miller real estate company has been notified as well and are so apologetic of hwo horrible these people ARE!!!
STAY AWAY!
FRAUDSTERS!!!

Please STOP encouraging your clients to buy nations home warranty. My KW agent told me they were the best. Not even close!!!
I moved into my house a month ago. Since I moved in, I’ve found many things that need work but nations home warranty is a sham. I am canceling as of today because I was in my house a week when my Ac wasn’t cooling the upstairs. It took service tech over a week to show up so we lived with over 81 degrees during that week. When they arrived they said there was nothing they could do – the system was too old. (It was original top house’1991). The only thing that would make the upstairs cool would be a new system and that nations home warranty wouldn’t cover a new system so I was out $$$$$ for new Ac. Two weeks later, I had toilet moving in floor. It wobbled. Nations Plumber took a week to arrive and when he fixed the toilet that nations called him out on, nation’s warranty refused to cover the work teLling plumber I hadn’t owned house for 30 days so I was stuck paying for the whole visit. Lastly, I woke today to no hot water in the upstairs bathroom. Nations Plumber called and said it would be a week before they could come out. A WEEK! that’s just BS

We used our warranty for rekey & plumbing issue. Those 2 companies sent pretty good techs. Not sure about the HVAC, we’re about to find out. The person who answers calls don’t always know the ins & outs of coverage. For example, with ductwork, I was told they’d inspect it, then told husband possible critter damage wouldn’t be covered. The person for ductwork didn’t show up as scheduled anyway, so no loss on our part there.

Nations Home Warranty is the WORST!
I have called them 4 times:
1) My garage door was stuck half open at night so I called the 24 hour number (I live in a sketchy area, so this is an emergency). They said they’d have someone out here in 3 days! What good is a 24 hour number if you can’t get people out here all night? I had to pay $ 600 myself to get it fixed and they wouldn’t reimburse me.
2) My A/​C went out. I called them, and they NEVER called me back. I waited 2 days and called again, and AGAIN they never called me back. I finally said to heck with it and swapped out my thermostat myself, fixing the issue.
3) My A/​C compressor went out. They took an entire week to send someone, each day was 90+ as well… They finally get someone out here, and then they refuse my claim for a new A/​C because my A/​C was not serviced enough, and due to the point 2 above (because I worked on it). So since they never came the first time, I get to now pay ~$ 3000 for a new A/​C
4) We had a water leak from our top floor that was leaking into our kitchen. Once again I’d call this an emergency. They took 4 days to get back to me, so I had to call someone myself.
From what I have heard most home warranty are crap, but these guys really take the cake. I didn’t ever come on here and review them as I wanted to give them a chance, or two, or three, but at this point I’m totally furious. The absolute worst warranty company ever, horrible customer service. I’d honestly be willing to pay my fees that would go to them to a complete stranger if they promised not to use Nations Home Warranty

If I can give zero star I would…
When my AC is out during 100-​deg days in Texas, common sense tells me to get it fixed ASAP, not to mention I have a two-​month-​old at home and my wife works from home. Tempo Air, a big, reputable AC servicing company came and diagnosed the cause is a bad compressor and it needs to be replaced. Called Nations they said they do not cover anything unless they send the technician out and it’s their policy. I asked how long does that process take they said the technician (a no name company) will contact me within 3 hours of opening the claim but the appointment will be based on the technician’s availability. All that blah blah blah sounds like ‘another couple days’ in my head…
So guess what Nations, when it’s 100-​deg out and I have no AC, I don’t have the leisure to wait for you to go through your process. I can understand if I use my own technician, it will not be covered in full but not covering at all?! What are you, highway robbery?!

A/​C doesn’t work, they send out a tech who diagnoses issue with the electronic board that controls the unit. Believe it or not, that is NOT covered. Not sure how you can claim to cover A/​C units without covering the motherboard that makes it function. Anyways… while the tech was here, he looked at both my A/​C units to determine which was failing — it turned out to the be the one in the garage. However as soon as he left, the OTHER unit (in the attic) stopped working and now my bedroom is 95 degrees. Fairly clear that he caused it to stop working since it’s been fine all along.
Did Nation’s care about this? no sir… rude on the phone, said this is an unrelated issue, and they need to get another tech out at my cost. These guys are ridiculous. There has to be a HW company out there with integrity, this is not one.
EDIT: Jon from Nations messaged me on Unilocal to apologize and offer a credit towards a future repair. He also confirmed that this is not covered, even though it controls the air flow of the AC, they do not cover the electronic components that make the air flow work.

Beware of working with Nations Home Warranty. After filing a claim for a residential range/​over, they rejected on the basis that it was ‘commercial’ and for proof they referenced the manufacturer website which not surprisingly made reference to the marketing claim «commercial style». The same website made repeated references to «residential range» and «for the home».
Regardless, it was a higher end range and in good faith I offered to extend my policy another year if they felt they were put out by the cost of the repair. I had made only one other minor electrical claim and paid the $ 60 co-​pay.
Sharon Johnson, the president of the company, emailed me and was extremely rude. Her answer to resolve the issue? Cancel my policy and give me a refund! Besides being treated with extreme disrespect, I have to believe its borderline illegal for an insurance company to cancel a policy when faced with a repair they don’t want to deal with.
I suggest avoiding this company at all costs. I will be taking my issue up with the BBB and exploring other options and will update my review new information is available.
— Below is the email exchange I had with Nations and Sharon Jones (their president!!) –
From: Sharon Harrison [mailto:sharon@home-warranty.com]
Sent: Wednesday, June 17, 2015 4:01 PM
To: Gustafson, John
Cc: Jon Jones; Rick Huskisson
Subject: Re: letter
You are wrong. Your equipment is listed as commercial.
Sent from my iPhone
On Jun 17, 2015, at 12:56 PM, Gustafson, John wrote:
Sharon, the stove is not ‘commercial’, rather its marketed as ‘commercial’ but installed and intended for residential. I believe you should honor the spirit of what your coverage is intended to offer.
John
From: Sharon Harrison [mailto:sharon@home-warranty.com]
Sent: Wednesday, June 17, 2015 11:54 AM
To: Gustafson, John
Subject: Re: letter
Dear Mr. Gustafson,
Nations does not cover commercial appliances.
My office has offered you the opportunity to cancel your contract.
We will not repair your stove.
Sincerely,
Sharon Harrison
Sent from my iPhone
On Jun 16, 2015, at 9:59 AM, Gustafson, John wrote:
Hi Sharon,
I received a letter from you and the timing could not have been better. I recently filed a claim and was less than pleased with the response I received. In fact, my claim was rejected and, in a way that led me to believe you no longer wanted to do business with me, it was suggested/​offered that I just get a refund on my policy and no longer have an association with your company. I also have/​had a similar plan for another house and as a recently relocated executive with American Airlines (who has many people relocating to DFW) I cannot in good faith recommend Nations to my employees.
The issue in question had to with a range that, due to the fact it was 36″ wide, was classified as ‘commercial’. There are many non-​commercial ranges that meet this standard so I believe this is simply one (not very good metric) of determining whether the appliance is ‘commercial’. In speaking with one of your representatives, he said that the manufacturer was called and they stated it was ‘commercial’ but as you can imagine… this is the marketing spin put on a residential range to make it appeal to homeowners undergoing a remodel. In fact, if you review the product materials (
) you can see the term ‘commercial-​style’ is used in a marketing sense but the range is clearly referenced as ‘residential’.
This no doubt is a higher end range so I understand it may be hard to draw the line. In recognition of this fact, I offered to extend my policy for a year as a show of good faith. It was in response to this I received a voicemail that suggested my best option was to send an email and get a refund for the original policy.
I don’t wish a refund of my policy. I want my range to be fixed. How can you help to make sure that my «needs are being met» as per the letter you just sent to me?

I used NHW for a plumbing issue involving a leak under my sink and a backed up laundry drain. The company they contacted didn’t diagnose the problem correctly and as a result I needed a recall for both the leak and the drain. I called NHW to set up a recall of the original service and instead was set up with a new service call. The plumbing company denied the service call until NHW changed the request to a recall as originally discussed between NHW and myself. NHW changed it, the company came back out, but only this time the leak in the kitchen was from the faucet and the backed up laundry, well no one knows because they didn’t do anything. Before the plumbers left without doing any work mind you, I was told I would have to pay a Co pay again. I spoke with NHW about this and asked why I would have to pay a Co pay on a recall. I was told that the recall only applied to the sink and that clogs have a 24 hour window. First I had heard of this stipulation. I told the lady, the same one I had spoken to about 4 times since the original service, that I asked for a recall for both and that the 24 hour was never mentioned by her. Ever. She told since the leak was from some other reason and the clog was over 24 hours there wasn’t anything she would do.
Here is my thing. You want to tell me that 24 hours is in contract and all that, ok put that on me. But as a SERVICE providing company that I am paying for I expect service. I spoke with NHW at least 4 times about this recall, and I spoke to the same person. At some point you think they would mention the 24 hour time frame. But nope, and the only reason why is money. They don’t want you to know about these things so they get more money. Because with NHW it isn’t about customer loyalty and service, it isn’t about the fact that the company they contracted out to do a job, didn’t do a thing, it isn’t about preserving customer trust, it’s about money and if they have to F the customer then so be it. Well I asked the lady I spoke with to explain to me why I should pay for a recall service when 1, NHW didn’t fill out the order correctly, 2, the company provided incorrect service the first time and no service the second, 3, why would I want to pay a company that could care less about me as a customer, and all I got back was nothing. No I’ll fix it, no I understand, no let me let you speak with someone else. Just you have to pay. I informed her that my wife and I would be finding a new company to deal with and her rather informative response was to tell me when the contract ends.
April 29^th my contract ends with this company and I am counting down the days when I can be rid of these absolute shady, useless, unhelpful, deplorabe, sketchy, and worthless lot.

Poor customer service and poor customer retention. The company appears to be dishonest and deny most claims. If you have an emergency you will end up waiting several days, paying for over time and/​or completing the repair via an alternate contractor at a higher cost that will not be covered by the warranty. I do not recommend Nations Home Warranty.

One star is generous. This company spends all of their efforts determining how not to cover a claim. I can’t say I have been satisfied with any aspect of their service.

This is probably the worst home warranty company with whom we have ever dealt. Like some of the other reviewers state, the representatives spend a lot of time trying to discourage you from booking service by telling you that most items are not covered. Our a/​c was making a horrible noise outside… we cleaned it out to no avail but the Nations rep said that «noises» are not covered and until complete system failure occurs, the service call would not be covered. So here it is Friday evening, the system has conked out and they will not call anyone to come out before Tuesday. Don’t buy a home warranty — save your money because Nations brings no peace of mind.

If I could give a negative star rating, I would. This company accused me of lying about a claim. The technician who came out is the one who told me that Nations had told him I was only looking to get a new appliance and that the error I had said came up on the oven was only possible in a rare occurrence. Well, sure enough, it happened AGAIN. This time, I took a picture of it for proof. Nations charged me a second co-​pay because instead of fixing that error when I first called about it, they had fixed something else. That meant that the FOLLOW-​UP visit was not listed by them as a follow up but as a NEW call. When I called to contest the co-​pay, Nations was rude and made absolutely NO offers to make this right.
RUN from this company. Do NOT use them. They are the worst home warranty company I have ever done business with. If the appliances in the house you place to purchase are old, then save the money you would pay for this warranty and just plan on fixing the appliances yourself.

This place spends more time trying to figure out how to «not» do the work instead of just resolving the claim. We’ve had 2 claims called in — on the first claim, they sent out 4 different repair companies to solve our issue. It took 4 months and Nations always claiming the issue was not covered. None of the repair companies had experience with our appliances and each had a different diagnosis of the issue. We ended up contacting a repair guy in our area and paying out of pocket. Given our past experience, on the next issue, I called Nations and gave specific details to ensure it was covered. I received confirmation from their call center agent that the parts would be covered. Well you guessed it, they are refusing to cover the parts — claim they still work although broken plastic is floating around.
Customer service is horrible. Listen to the on-​hold music/​message — it wont be what you experience.
If you are purchasing a house, you need a warranty for the first year — never know what you are purchasing. Plenty of options out there, I wouldn’t select these guys again nor will I renew with them.

Total scam. Refuse to honor the warranty. Refrigerator will not cool below 50 °F and food spoils. We were told since it is still running then there is nothing they can do?! Dishonest and a waste of time. Save your money for someone who isnt the scum of the earth.

Don’t ever sign up with Nations Home Warranty. They are crooks and have always denied every claim we have presented due to «the way it broke». They are a bunch of BS — Dont waste your money.

Stay away from nations, every time I call with an issue their customer service reps are rude and have no respect for the customer’s issue. You also have to wait days for anyone to come out to look at the issue your having and then they send out some of the worst contractors. It’s not worth the money; they make it a hassle and they are rude, I have used them for past 2 years and it’s consistently bad. I even asked to speak to a manager and he had nerve to tell me ‚“it’s just a semantic issue” instead of simply saying sorry for the rude customer service I received.
They do not deserve your business!!!

terrible, terrible, terrible!!!
does not deliver what you pay for!!!
stay away!!!
beware!!!

Out of the 3 times I called, I was able to get 1 of the issues fixed. The other two times they called the same contracting company to fix my problem, but the company left with my co-​pay and the problem not fixed. That was irritating.
I recently called because of a small issue and learned my coverage was gone. Ok. My concern was the nonchalant attitude about customer retention when I asked about my expired policy and I was reminded that could reinstate but the issue I called about was «pre-​existing at that point»; and because of that and her comments I chose to shop around and not pass another nickel to the company.
Customer service is everything!!! Get the angry/​irritated off your front line…