Homes and Garden Journal

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Sensible Home Warranty Complaints

Some time ago I posted about the importance of home warranties and about the Sensible Home Warranty company in particular.  Since then, I have received a few complaints from people who were less than happy with the service they received from this company and so I decided that I would re-post on this issue and try to discuss some of the Sensible Home Warranty complaints I have heard.

Check with Friends and Neighbors For Their Recommendations

Unfortunately, it seems that there may be some discrepancy between the actual branches, with some getting a five-star review and others not. This is somewhat the same with many different companies and institutions. For example, you may have a great customer experience with one branch of a company and a poor experience with another. My suggestion, if you are looking for a home warranty company to work with, is to ask friends and neighbors for their recommendations. There will often also be local online forums where you can ask for recommendations.

Read the Fine Print

In some instances it seems that there were clauses or points mentioned in the fine print that were not immediately noticed and failing to adhere to those requirements meant the warranty was void. While this is unfortunate, especially in situations where the details are not clearly spelled out, it is always up to the person signing the contract to thoroughly read through all fine print.

Contact Better Business Bureau

If you feel your claim was handled unjustly get in contact with the BBB.  They list the company on their website, http://www.bbb.org/reno/business-reviews/home-warranty-plans/sensible-home-warranty-in-sparks-nv-90007878 and they give them a C+ rating. If you visit this site you will see that the main thing affecting their rating was that there were 85 complaints filed against the company.  To their credit, it appears that they responded to 84 of those complaints and they were resolved. So, if you feel you have a legitimate complaint, contacting BBB about it may be the best way to get your complaint resolved.

Take Your Time Choosing The Right Company

It can take time to find the right home warranty company, but it is definitely worth taking the extra time needed in order to find a company that will work well for you. It is often a good idea to read what others have had to say via online reviews.  Of course, when reading online reviews you will get a wide variety of different opinions and often a lot of complaints as opposed to many good reviews.

In looking over quite a few Sensible Home Warranty reviews it seems that the main Sensible Home warranty complaints are regarding their not having service people available to come to your home and thus asking you to arrange for someone to come to do the work. Unfortunately, sometimes the claims took a long time to be refunded or because the repair work wasn’t done according to their specifications the claim was refused. I would not feel that comfortable arranging for someone else to come in and to the work specifically because they may not be aware of all of the details regarding the warranty and what is and is not considered acceptable.

In summary I would caution you to choose your home warranty company carefully. If possible, look for someone who has a good reputation in your local area by asking friends and neighbors who they would recommend (or who they would recommend you stay away from!) Read the fine print carefully before signing a contract. If you do have problems with any company, file a complaint against them with BBB as there is probably a much better chance of it being resolved than if you try to do it yourself.

10 Comments

  1. My built-in microwave went out and a technician came out to look at it. He told me he would contact Sensible and get back with me. I called him a week later and he said they had not called him back. A week later I received a call from a representative and he left a message for me to call him back. I called back several times and he never called back. After a month of trying to contact him, I was able to catch him in his office and he explained that they were going to offer a payoff on my claim. He said that they would be sending a check. It is now June 9 and I have not received the check even though I have called the company and e-mailed them on numerous occasions. The operator even told me that they were sending the message to a supervisor and that it would be marked URGENT. I was assured that they would get right back to me. That was two weeks ago. I don’t know what else to do! I have a two year contract with them and received nothing in return. I am contacting everyone I can think of as you suggested to ensure that others do not get ripped off like I have been.

  2. This is my first year with Sensible Home Warranty and it will definitely be the last. My AC began leaking and Sensible was quick to state that it was not covered by the warranty and told me to get a tech on my dime to determine if it was something covered under warranty. After paying a tech to look at my AC, I provided Sensible with the repair estimate that stated it was the coil that needed to be replaced, they were quick to state that they would not reimburse me for the repairs unless I showed them the maintenance records for the last three years. After three calls to this company, I am totally dissatisfied with their customer service approach. It appears that they are looking for any excuse to disallow a claim. I own a second home covered by Republic Home Warranty and have had nothing but good customer service with them.

  3. How about when Sensible does not pay their contractors. They have reorganized and reorganized, and tell the contractor the check is in the mail. Some contractors are having to go back and bill the homeowners for services that are not paid for, sadly it remains the home owners reponsibilty for payment on services on realestate owned. If not paid property leins are placed on real property.
    Sensible accounting department hangs up on you and then starts switching you to voice mail. Any jobs that are in the process of completion are then being put on hold due to warranty non payment. Sadly, these warranty companies take on so many contractors they can push work to another untill that contractor is owed thousands and puts them on hold. Our company is a midsize company, we inform the home owner and the warranties that do not pay on time or are several months behind, after that we contact TREC here in Texas so they sanction them where it really hurts. This company has an F rating with several contractors, Plumbers, Electricians, HVAC, Pool and Spa trades. Smaller Start up companies be ware, this organizaiton can put you out of business quick.

  4. Our service company was contacted by a representative from NON-sensible warranty to service a few of their customers.We were told they guarantee a 30 day turn around unlike most companies .We still have not been
    Paid for any repairs performed.When we call accounts payable YOU NEVER GET A LIVE VOICE,and no one
    EVER RETURNS OUR MESSAGES.This is simply a pathetic way of doing business and I feel for all of the
    Contractors and homeowners who have become a VICTIM of a company with no morales or business ethics.
    This company should NOT BE IN BUSINESS when you have so many COMPLAINTS listed with the BBB
    And so many dis-satisfied contractors and customers. They really should be ashamed!
    It seems to me their scam is to take the homeowners money first ,if there’s a need for service they send a
    Unlucky service company and then cheat us both out of services and money.It wasn’t too long ago when you
    Ran your business Like that YOU’d BE WEARING CONCRETE SHOES IN THE HARBOUR. I miss those days! What I can do is be grateful for having the opportunity to let as many people,contractors ,and others
    How bad this company really is in order To help prevent more unknowing VICTIMS of NON- SENSIBLE
    WARRANTY

    GOD BLESS AMERICA

  5. I truly don’t know how Sensible Home Warranty got rated so high on this site. I purchased their plan based on this sites reviews and am regretting it big time. I have had other home warranties before and Sensible’s and Sensible is the worst of the worst!. There is never anyone their to take your calls. They have a call center and then have someone call you back. I had a claim that they approved for a lot less than they should’ve (said things werent covered that were not listed as exclusions on the contract) but they never sent me the check. When I call, they say its a billing issue and to email the billing dept but never let me talk to anyone. They keep you waiting on the phone forever and frequently hang up on you after you’ve been on hold for a while. They are pathetic and I consider them in scam territory.

  6. HAVE BEEN TRYING FOR TWO MONTHS TO GET PAID ON CLAIM# 59047. CUSTOMER WROTE BAD CHECK AND NOW I CAN`T GET PAID FOR PARTS AND LABOR

  7. To all my fellows service technicians of all trades. To all home owners using or thinking of using Sensible Home Warranty-BEWARE FOR SCAM!!! There is a big possibility that Sensible Home Warranty will not pay for your service. I am an electrical contractor from Los Angeles and I did two electrical jobs for them on 06/23/2011 after their authorization for the jobs- AU7746 LX AND AU7762 LX (without this authorization they told me “you are not going to get paid”) On the very next day June 24th 2011 I did fax and email all of my invoices to their account payable department. After a month for not being paid I tried to reach someone at 1-866-959-2212 ex 206(account payable phone) and asked when I am going to get my money? Unfortunately there wasn’t any human being to speak with. Just robotic voice message. After leaving more than 15 telephone messages and emails to them and conversations with people from other departments (with empty promises that they will pass my information to account payable department and they will call me back) finally I am sick and tired.
    To all service technicians of all trades BEWARE. To all home owners using or thinking of using Sensible Home Warranty stay away from this company! Never Ever respond to jobs handled by Sensible Home Warranty! This Scam can cost your money, time and labor in a long term!
    And to all you people if your service company is not getting paid what kind of service do you expect to get?! As well there is a possibility that someone can put a lien on your property and you don’t want to end up at court. So BEWARE!

  8. I am still waiting for authorized reimbursement check after two months. I have read all these complaints and want to know….has ANYONE ever been reimbursed?? They NEVER call you back or answer emails. I want to cancel but feel positive i will never get my pro rated refund. Is this just a lost cause?????

  9. They will never replace equipment.. If they cant find parts to fix it.. They will write you a check for the parts..

    What can you do with the $60 check for a relay that you can find, since you have to replace the entire $800 unit ?

    So you dont get it fixed nor do you get a replacement .. I asked myself, why did i get home warranty again ?

    Stick with AHS, they dont pull crap like this..

  10. I was recently informed of this site and I am troubled by some of the postings. My name is Jared and I am the managing director of Sensible Home Warranty. Unfortunately in an industry such as ours, it is very difficult to make every customer satisfied all the time. However, we do try our best. If any poster to this site, past, present or future feels they have a legitimate issue that has been left unresolved, I encourage them to contact me directly. The best way to reach me is by email (jared@sensiblehomewarranty.com) or by calling my office at (866)959-2212 ext 201. I certainly do appreciate your business and look forward to assisting you further.