I recently stated to provide the mountain warranty to my clients and thought it would be seen as a benefit. Here is an email from my client;
I lost hot water on Saturday afternoon. I also had some leakage on the first floor of the house directly below where the water heater is positioned in the attic. I remembered that you had provided me with a warranty. I called the warranty company and they said a claim could be submitted online. I went to their website but was unable to enter the claim info as that part of their website was not operational. I then called the toll free # again and this time left a message.
I received a return call on Sunday afternoon and the rep said that she had contacted Rick at R6 Construction Services (972-971-6596). She also said that if the water heater needed to be replaced that HWA would not cover it if the failure was due to ‘rust and corrosion’. I got a call from Rick at R6 and he arranged to come out at approx. 5:00pm. He inspected the water heater and informed me that it would need to be replaced as it was leaking on the top of the unit. He then went out to his truck to call HWA for an authorization to replace the unit. He told them that the unit had failed due to ‘normal wear and tear’. The rep that he spoke to asked if the unit had a steel tank. Rick said yes and then the rep indicated that HWA would not be responsible for the replacement as the unit had failed due to ‘rust and corrosion’. At no time did Rick say anything to the rep about ‘rust and corrosion’. As Rick was coming back into the house I got a call from the same rep who informed me that my claim was being denied. I asked him how he could possibly know that the unit had failed due to ‘rust and corrosion’ when no one from his company had examined the unit.
He provided what sounded like a very formulaic answer. Rick (who was extremely professional at all times) expressed surprise that the claim had been denied. He then gave me a quote for the repair and I decided to give him the job. On Monday morning I called HWA and asked to speak to a supervisor. The woman that I spoke to came back on the line and said that no supervisor was available but that I could leave my # on someone’s voice mail. I did receive a call back approx. 2 hours later.
The supervisor (Melissa or Michelle) was not helpful at all. She just reiterated that the claim was correctly denied due to ‘rust and corrosion’. I asked her to give me an example of HWA actually agreeing to pay for a water heater replacement. She said that it ‘happens all the time’ but was unable to provide any specifics. I told her that I was going to file complaints with the Texas Real Estate Commission, the Texas Attorney General’s office and the Better Business Bureau of Dallas-Ft. Worth. She said to go ahead as HWA had ‘done nothing wrong’.
The warranty that you are providing to your customers is not worth the paper that it is printed on. As I mentioned to you it would not even make good toilet paper.