America's Preferred Home Warranty
Reviews and Complaints

Misleading home warranty products and coverage! I would give them no stars if it was possible. America's Preferred Home Warranty's product offering and "what is covered" documentation does not explain things in the detail that is needed to understand what their warranty covers. I have their base coverage plan plus the buyer preferred upgrade. Recently, an electrical issue happened that affected outlets inside my house, a couple outlets that are on my exterior walls, and an exterior flood light. According to the documents and contract that I received from America's Preferred Home Warranty, these issues appeared to be items that would be covered under the warranty I purchased. The repair estimate that I received from an electrician indicated that to fix everything and bring it all to code, all of the affected interior/exterior outlets, the exterior flood light, and my electrical panel needed to be replaced (close to $6800). When I informed America's Preferred Home Warranty of the estimate, they said after my $150 deductible, they would only cover the cost of replacing the interior electrical outlets (total of $400 from America's Preferred Home Warranty). According to America's Preferred Home Warranty, the exterior outlets and flood light are outside of the perimeter of the foundation of my home and are not covered by their warranty. How are electric fixtures that are attached and wired to the walls that literally sit on the foundation stem walls not within of the perimeter of my home's foundation? How does America's Preferred Home Warranty determine where the foundation perimeter begins and ends (as that is not explained at all in their documentation in any way)? America's Preferred Home Warranty also said that they would not cover the cost to replace my electrical panel because while it is old, it has not failed yet. That is more understandable but still concerning as the electrician said it needs to be brought up to code for safety reasons (apparently not something America's Preferred Home Warranty considers as a failure). Be sure to read the fine print and ask lots of questions before purchasing a warranty with America's Preferred Home Warranty or you will be surprised when you need to submit a claim.

Worst company EVER! I purchased a home last year and got this warranty at the recommendation of my realtor. Worst advice EVER! Initially I thought, ok it's an old house, I'll get this because I knew the appliances were ALL old and I could keep renewing the warranty and then get the warranty on my rental property as well if they do me right. Thank God I was smart enough and gave it a year to see how they did me. Within 6 months my stove and dishwasher crashed. Since my stove was gas the gas company came out and diagnosed it because it was leaking into my home but they couldn't diagnose my dishwasher. My stove and dishwasher both 15 & 20 years old needed replaced. The warranty company would ONLY repair the stove and would not even consider my dishwasher because I couldn't afford someone diagnosing it. Thank goodness I was able to get a new stove and dishwasher on credit. The warranty only reimbursed me a repair for the stove. Several months past to now and my upstairs AC unit crashes. I could not get one company to come and even service it under a warranty. They wouldn't even entertain it. I had to pay upfront. They wouldn't even speak to them. I pay for the work, submit the claim and still can't get payment because they need to speak with the company. I call the warranty company and they say they need verbal confirmation, verbal confirmation. I said you aren't getting that because your company has ruined all ties with all reputable companies in my area. I was lied to about a supervisor calling me back. I even had to call the company back and do the warranty companies job because they have put such a bad taste in the mouths of contractors in the state of NC NOBODY wants to deal with them. Then us consumers are left holding the bag. I won't stop until the law changes and these home warranty companies do right by the people that pay them to provide a service for them. I paid for a service and I expect that service. Stop with the fake reviews already, this is reality.

Our realtor bought this warranty as a gift on closing. A few weeks later our clothes dryer went bang and also caused damage to the power inlet. I rang to make a claim, they said call a contractor to assess the damage. We did the cost to repair the dryer and power inlet came in at around 600 dollars. They agreed it wasn't worth it and told us to purchase a new dryer and send the receipt but then said on the same call they will cover 300 of the price and then said that includes everything. We paid 100 for the callout which we didn't get reimbursed for so in real terms we will only receive 200 for our claim towards an almost 700 dollar dryer! We were not informed we have to pay the callout and then there was a 1st 100 dollar deductible. It gets worse! On the same call we were told the power inlet is a separate claim, we called an electrician, with the power inlet replacement and breaker it would come in at approximately 700+. After a pause they came back to me and said the repair would be approved but they will pay just a portion towards it. Not happy at all they said do you wish them to send an appeal form? I said no, I want you to get this sorted with a manager and call me in the morning which will be tomorrow. I have made my feelings very clear. So we have a total of around 1.5 K with the 2 legitimate claims and we would get back a portion after paying the callout ourselves which was never told until after the guy came to give an estimate. What the heck kind of home warranty is this? My agent buys these warranties for all her clients buying homes and the company is a big realtor company, I'm pretty sure if this is not resolved completely her company will look for another home warranty company to deal with so it will cost this warranty company far more than covering my claim in the end. There are no excuses the amounts offered are pitiful and do not reflect their Peace of mind advertising! Shocking is an understatement. This is a 100 percent honest and factual review.

When we bought our house less than a year ago, it came with the standard warranty plus the extended coverage for heating and cooling systems from America's Preferred Home Warranty, Inc. I would never purchase this coverage on my own because they make claims to cover everything from ceiling fans to major appliances. But they don't. I would not recommend this company and I have lost some faith in the ComplaintsBoard.com because somehow they rate them with an A+? Part of our frustration with the company is that they require you to jump through hoops â€" first calling them, setting up a claim which is fine. I can understand that part. But then when you have a service technician visit, the technician must also call you during the service visit, time that the service tech is charging me for. A few months ago, our dishwasher broke. Without a warranty, we would have likely just jumped past having a technician check it out and saved that money to replace the dishwasher. But we had the home warranty â€" what luck â€" we followed the cumbersome procedure, the service tech called to give the estimate, he found the problem, called America's Preferred Home Warranty, Inc. - and they in turn said that they wouldn't cover the part. We were then out the money to have a service tech visit. This past week, our heat pump broke. We went through the same process. We called America's Preferred Home Warranty, Inc., set up a claim, service tech comes out, and then calls the company while we're being charged for his time. The heat pump needs to be replaced. We sent the quote to APHW â€" which was about $5k (and we have the extended heating and cooling coverage!) - and they offered us about $750. I expected that we would have to pay for some of it - but I thought we'd at least get a reasonably solid offer to help cover a large portion of the replacement. This week - they sent us an email asking us to renew our warranty. Ha! Instead I thought I should share our poor experience and hopefully help someone else save their money. Don't waste your money on this company.

I wanted to give APHW zero stars, but had to give at least one. We purchased a home warranty for a rental property. One of the 17 year old furnaces stopped working overnight on the evening of March 24. The first contractor available diagnosed the issue as a faulty inducer motor and a corroded heat exchanger. Given the unit's age, he said it was not worth it to fix the unit, but that the unit should be replaced. The reason being that doing the work to fix the unit would cost nearly as much to replace it â€" and you are still left with a 17-year old unit, which will likely have another issue within the next year or two. The contractor spoke with someone at APHW and it was determined that the heat exchanger was still under manufacturer's warranty. Even though the work to replace the heat exchanger would cost 4 times as much as the part itself, APHW decided to only cover the inducer motor (just the part - not even the cost for the contractor to come and replace the part). The original contractor refused to do the repair work â€" he said no contractor will do the work, it doesn't make sense on a unit so old. He qualified the unit as condemned. Given that we had tenants in the unit with no heat, we urgently started to look for other contractors who would do the repair work. We needed to find the most cost-effective route, as we cannot afford to pay for a new unit out of pocket, especially given the Coronavirus pandemic and the impact that is having on our financial situation. Every other contractor we spoke to said pretty much the same thing â€" it would be ridiculous to repair a unit of that age and shape given the cost and likelihood of future issues necessitating replacement near-term. The units are made to last between 15-20 years and this unit has done its job. The contractor we chose to go with communicated this to an APHW team member, but to no avail. What is the point of a home warranty if the company is not going to take under advisement the advice of every certified technician out there? All they want to do is collect their premiums without actually covering the cost of the necessary repair work. We are out thousands of dollars on this claim. I do not recommend this company to anyone looking for a home warranty.

I am writing this review to warn all of you of the scamming policy of America's Preferred Home Warranty.I was a monthly paying client of APHW, never missed one payment as they used to take it out of my credit card.A few months back, I placed a claim for my stove oven that was not working properly. It was my first and only claim.The first thing I found was that APHW wants you to find the contractor. This appears to be a good thing, but it is not. By letting you pick the contractor they eliminate ANY responsibility. They also make things very complicated because you have to call the contractor on site and it takes some time to go through the entire process. But this is not why I am writing this review...After I placed the claim and went through the entire process, the bill came up to be $600 dollars to replace the thermostat. I did find this a little bit excessive, but APHW agreed and authorized the work. After the work was performed APHW told me that they could ONLY pay a combined total of $200.00 dollars. But since I had $125 dollars deductible, they will only pay me $75.00 dollars. Remember, I've been paying religiously every month, and on my first claim they told me that they could only pay $75.00 dollars for the work. Since I had no choice, I said OK. Well, while I waited for the $75.00 dollars from APHW, things got bad as I was negatively financially affected by the impact of COVID-19, as it did to so many millions americans. Due to these financial issues, I called APHW to cancel my subscription and contract before the next month, as I was financially under the water. I also asked about the status of the miseribly $75.00 dollars that they were supposed to refund me. I was told not to worry that the money was on its way. Well, that was two months back. Today, December 22nd, I called APHW to inquire about the $75.00 dollars. A lady got the call and told me that she needed to talk to her supervisor. Fifteen minutes later she returned to tell me that her supervisor stated that they don't pay to anyone who canceled their account. I explained that my claim was submitted BEFORE the account was cancelled and that it was approved. She told me that they will not pay.Attached please find some documentations for more information. Thank you Víctor

I am rating APHW two stars due to not providing a reasonable repair budget for a failed air conditioner evaporator coil. They only offered 60% of the repair cost. Background: My air conditioner evaporator coil froze up. I submitted a claim with APHW, called several HVAC contractors (they are in high demand in the summer) and decided on one that had 100% 5-star reviews on Google. I wanted to make sure I used a contractor that would give fair pricing and do quality work. My contractor, after diagnosing the issue as refrigerant leaking from my evaporator coil, spoke with APHW and explained the issue. He quoted $2020 for the coil replacement (not including refrigerant which I am responsible for paying) The air handler coil would need to be manufactured due to my 6-year old air handler already being obsolete. The lead time for the new coil was 15-20 days which is not reasonable in Texas in the middle of the summer. (We have a 4 month old baby as well) I ended up purchasing a new indoor air handler at a cost of $3350, but only asked APHW to pay the cost of the coil replacement. (I don't think they should be responsible for the long part lead time) APHW only agreed to value the coil replacement repair at $1318, which with my $100 deductible they would pay out $1218. $1218 is only about 60% of the repair for a component which is clearly covered in the APHW brochure. APHW claimed that their internal pricing database, which is based on national averages, showed that $1318 was the national average for this type of repair. The reason I am giving two stars is because APHW does not mention in their brochure that their payouts are capped based on costs to do the work in lower geographic areas. They claim to cover reasonable costs, which in my opinion should be based on prices in your local region. They should not be selling policies in the Dallas/Fort Worth area if they are not willing to pay out repairs based on pricing in that region. Also, if they want to challenge you on the price of the repair (which should be their right) then they should have to provide contractors who are willing to do the work for that "reasonable" price. However, whenever I asked them to provide a contractor who would do the work for that price they refused. APHW pointed repeatedly to the phrase that APHW "may" not cover the entire cost of repair or replacement. I believe that for transparency they should publish their allowable coverages for various installations as an example in their brochure so that the purchaser can know ahead of time they they do not intend to cover a reasonable cost for their geographic area.

WARNING: AVOID THIS COMPANY AT ALL COSTS*** I am writing this review from my damp attic, as I have to be up here for the next 5 days to continue swapping rain-catch-buckets until a roofer can come fix this leak. We purchased our first home a few months ago, and decided to go with a Home Warranty to give us some peace of mind about being first-time-owners. After a very rainy winter with no issues, we noticed a roof leak had opened up above our bedroom, causing water to come down through the attic and drip through the ceiling fan onto our bed. But, we had no worries, because we had purchased a Home Warranty! We opened up a claim, which America's Preferred Home Warranty (APHW) approved allowing us to bring out a contractor to inspect the cause of the new leak. The inspector stated that the leak was caused due to wear and tear exposing part of the roof which had been previously not-damaged. The APHW explicitly states that wear and tear is covered; however when we went to file the claim we were immediately denied within less than 5 minutes of time spent on the phone with a representative. Despite the assessment from our contractor, APHW instead fabricated their own story that this issue was due to "nail pop", which our contractor explicitly stated was not the issue causing the leak when he spoke on the phone to the APHW rep. From this point on, APHW only would regurgitate the same "we do not cover leaks that involve nails"...HOW DO YOU HAVE A ROOF WITHOUT NAILS? IF THERE IS A LEAK, NAILS WILL ALWAYS BE IN THE VICINITY OF THE LEAK, EVEN IF THEY ARE NOT THE CULPRIT OF THE LEAK! Trying to argue our case only led to sarcastic remarks about how "if you don't want it to keep leaking, just pay to get it fixed". Upon this, we requested to speak to a supervisor (Venka) but the supervisor only re-affirmed that, despite the contractual terms, APHW would not be covering the roof leak and we were on our own. She laughed at us on the phone while hanging up...that's all you really need to know about the people you are paying to "have your back" when you need it most. SAVE THE MONEY, SAVE THE TIME, GO ELSEWHERE AND AVOID THIS SCAM. THEY TAKE ADVANTAGE OF FIRST TIME OWNERS, OR ANYONE ELSE WHO DOES NOT HAVE THE 6 YEAR LAW DEGREE NECESSARY TO ARGUE AGAINST THEIR POORLY WRITTEN CONTRACTUAL OBLIGATIONS TO SERVE*(read as screw) THEIR CUSTOMERS AS OFTEN AS POSSIBLE. IF YOU DO MAKE THE MISTAKE OF BECOMING AN APHW CUSTOMER, WHEN YOU OPEN A CLAIM: DO NOT SEND ANY PREVIOUS INSPECTION DOCUMENTATION, THEY WILL ONLY USE IT AGAINST YOU TO TRY AND DENY YOUR CLAIM AND TELL YOU IT IS YOUR FAULT FOR NOT FIXING THE ISSUE BEFORE YOU WERE AWARE OF IT. SCUM COMPANY, ZERO CUSTOMER CARE

We have lived in our home for nearly 4 years. At first, APHW was great. We had an issue with the blower on our furnace the first winter here and they covered the full cost of repair, less our deductible. Made the process simple and fast and we loved the ability to use a contractor of our choice. Keep in mind that this issue only costed a few hundred dollars to fix. Now we have a much larger issue and APHW has done nothing but give me the runaround for over a month before finally offering me a whopping $500 for a $9500 job. We live on a slab. Our duct work is under the floor, within the foundation of our home, is 60 years old, and made of clay "piping". The several reps that I spoke with at APHW denied my claim repeatedly, continuously coming up with new reasons and twisting words to turn it into something that they don't cover. Initially, I was told that they don't cover "underground piping". Well, it's DUCTS, not water pipes. Ducts are covered for up to $500. I tried explaining this, they told me "ok, have someone come out and do a quote and call us while on site". I did so. They then denied me again calling it a "waterproofing" job, again something they DON'T cover. Well, wrong again. It's not a waterproofing job. It is a DUCT job. Insufficient airflow, dirt and debris, etc due to broken, aged, outdated ducts. In order to amend the issue, I need to have my ducts re-routed through the attic to come down through the ceiling instead of up through the floors. With rerouting the system, my A/C needs a new coil. Since my A/C is aged, it uses the old refrigerant and they can not put a new coil in it, so I have no choice but to replace it. My furnace needs to be placed in the attic, something my current unit is not capable of (plus it's old), so I also have no choice but to get a new furnace as well. APHW's contract states that they cover up to $2250 for A/C and $2250 for furnace, but apparently for whatever reason they will not cover me for either of those. ALL they are giving me is the $500 maximum coverage for the ducts. And that was ONLY after losing my cool and requesting to speak to a supervisor. The supervisor, though apologetic and friendly, was "surprised" by the notes on my claim, which STILL stated that this was underground piping (as in water pipes) and a waterproofing job. In summary, APHW will give you the run-around. They will twist words and try to get you or the contractor to say specific keywords that they can run with to make your claim into something that they won't help you with. And even if you DO end up getting help, it won't be much in comparison to what the work will cost. You're better off setting aside the money you WOULD pay them and paying for any repairs on your own! The only reason I gave the one star is from the supervisor's SLIGHT assistance and the fact that they did seem to want to help more with the less expensive repair on my furnace blower motor a few years back. If not for that, I'd give zero stars! Look elsewhere or just starts a savings account for repairs!

Pros: (1) You can hire any licensed contractors. For other home warranty companies, we had to wait for contractors on their network, and they were sometimes very slow even though we wanted to fix water leaks, etc. ASAP. (2) They don't charge extra fees for additional HVAC systems as our house has 3 HVAC systems. Note: Only 1 HVAC can be covered per year. (Their salesperson said it was unusual that 2 HVAC systems are broken within the same year). Cons: (1) You must call them when the contractor is on site. As their phone response is very slow, the contractor's labor keeps going up. Suppose you wait for their response for 30 minutes, and your contractor charges extra labor for the 30 minutes with no actual work. (2) Their max coverage amount is very low. Their coverage might be enough for some minor repairs but not for major repairs or replacements. When our heater was totally broken, we had to pay $1,600 ($600 water heater + $1,000 labor) to replace the bad water heater with a new one. They reimbursed just $500 as it was the max coverage amount. My coworker encountered the same situation with a different home warranty company, and the max coverage amount was $1,500. So, when you buy a home warranty, please don't forget to check the max coverage amount. This company's max coverage amount is just $500, and they still charge deductible. (3) The initial diagnostics cost could be expensive. For other home warranty companies, you pay the deductible (e.g. $75-125) first. Then, the contractor came and would tell you the problem, and tell you if it was covered by the home warranty. If you think it is not worth repairing it, it's done without additional costs. In other words, the deductible includes the diagnostics fee. For this home warranty company, the deductible does not include the diagnostics fee. After the contractor verified an issue, you must pay the full amount of diagnostics (e.g. $150-300) to the contractor when it is not worth repairing it, or when it is not covered by the home warranty. When it is covered by the home warranty, then you still have to pay the deductible in addition to the diagnostics. (4) Some of their phone operators are impatient to understand foreign accents. If they cannot understand the customer's accent, they just cut off the phone call. As we spend more time to call them again, the contractor's labor keeps going up. (5) They often intentionally misinterpreted the contractor's words not to approve the claims. For example, we got a water leak from our central humidifier. We called them when the licensed contractor arrived. They told the contractor that they would reimburse the fees if the problem was verified, and the water leak was verified. The contractor found and removed a clog. We called them again, then they used a leading question. They asked the contractor, "Did you clean the humidifier?" The contractor answered yes. Then, the claim was rejected as routine cleaning, but not clog removal. We cannot believe this kind of leading yes/no question. The cheating conversion from repair to routine maintenance happened twice in 2 different claims.

We closed on our house in January. We were thankful to have this warranty in place from closing negotiations to protect against unexpected repairs. America's Preferred Home Warranty (APHW) was fantastic. Our calls were always answered promptly, they were clear and concise about the process, and although we had countless calls during the claim process I understood why. I work in insurance and understand the details matter and it's an important part of the process in determining what's covered and what's not. I actually had quite a few claims approved and only a couple denied, so I was happy to be getting the help we needed. Although the dollar amounts were only covering a portion of the repairs we decided to move forward because any help is better than none at all. After almost a year of phone calls, follow up calls, busy scheduling conflicts with my contractor, we finally got what we needed approved and processed. From the very beginning APHW was very clear about the process. The last step after approvals was to have the contractor complete the work and make sure he gets paid. After that's done and I was satisfied with the work I was supposed to let them know and give them paid in full invoices. Once those were received, they would be processed within [insert number] days and a check would be mailed to myself. Up to this point, although we had to jump through hoops and there was frustration on my contractor's part (I understood why we had to jump through said hoops) I was satisfied overall. Where my one star review comes in is APHW's follow through. I had to babysit them throughout their own process. I had to hold their feet to the fire. After sending and receiving confirmation the invoices had been delivered I had to call to see where at in the process we were. To be honest the holiday season paired with a new house and a large unexpected expenditure with repairs had our family tight on cash and I wanted to do whatever I needed to in order to help speed the process of getting reimbursed my almost $3,000. I was told they never received my email of invoices. Mind you, this is a one year warranty that we've been working through the process for close to a year. I understood that if they didn't have the proper information prior to my warranty expiring that a year's worth of efforts would be for nothing. I rushed to my work and pulled up the exact email that had been sent almost a month prior and forwarded it to APHW once more while copying my personal email all while on the phone with a representative to ensure it was received. I get things happen and maybe my email was trashed on accident or maybe they never truly received it. Things happen and I can understand that. What I can't understand is now that they have everything they requested they want to back track and say the invoices aren't detailed enough. I was told EVERY. SINGLE. TIME. I ASKED. that they needed paid in full invoices for each approved claim after the work was completed, I was satisfied with the work, and the contractor was paid. Throughout every claim call/follow up claim calls they always wanted the breakdown of parts, labor, etc. Completely understandable even though it became a bit excessive. There were several times we had to have identical conversations about the same claim. People who are truly busy with life get frustrated when they have to do that. And I got tired of having to ask an even busier contractor to continue to have repeated conversations because someone dropped the ball at APHW. I'm a small fish in the eyes of a contractor that has been working on million dollar deals this year. My couple thousand dollars worth a claims were a drop in the barrel and I honestly think he only helped me because he felt bad for me. But the jumping through hoops was frustrating for him because he was wasting valuable time just trying to honor his commitment to me. After all this APHW wants something different than what they told us. They want more than just parts and labor on the invoices. They want more detail on the invoices than parts and labor in order to honor the claims. If that was the conversation from the very beginning then neither the contractor nor myself would have had any problems accommodating. However, that's not what we were told for all of 2021 and I refuse to be taken advantage of like this. At the beginning of EVERY SINGLE CALL to APHW there is a part that says every call will be recorded for quality and training purposes. I believe it's time to put their money where their mouth is and go back and listen to these conversations that took place in 2021. It is absolutely ridiculous to backtrack and request something different than what was requested right as my warranty is about to expire and after the fact I spent thousands of dollars out of pocket. It's incredibly convenient that APHW chooses to drag their feet now when it actually comes to reimbursing funds. At any other step of the process I can understand issues and misconceptions. When everything has been done the right way and cross examined multiple times over, even when redundant, there is not a single reason why someone should not be reimbursed their hard earned money just because you now want to flip the script and want a more detailed invoice. You were given what you were asked for and you cannot go back on your commitments. This complaint will be my first step of many to ensure nobody else has this happen to them again. I will be having conversations with the ComplaintsBoard.com in depth to make sure there are changes that will be made. I will be encouraging and informing all our local realtors to go with another company. I will ensure everyone that follows my social media accounts and business pages to steer clear of APHW. I will do anything and everything in my power to share with anyone who will listen what APHW is trying to do. I know better than anyone in insurance and warranty companies the fine print matters. Everything has to be by the book. But once those Ts are crossed and Is are dotted and all the hoops are jumped through, a company has to honor their commitments. This screams class action lawsuit. It's a pity that any business that operates under these conditions is still allowed to stay open and take people's money. I'll make that money back, my family will be fine, and life will go on. But this will be an experience I share with everyone.