ComplaintsforLegacy Home Warranty
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Complaint Details
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Initial Complaint
11/24/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Date of transaction 10/2021, Emergency Furnace replacement Home warranty with Legacy Home Warranty, Sent them information to them in 10/2021 The warranty was activated 11/16/2020 when they received the money. Sent Legacy emails requesting information on this claim also, called and left message them several times for information on the claim, received no response, finally was able to leave message with answering service. They sent email response, with several different reasons for refusal to reimburse, with different dates for when the warranty was in effect. Let me know what other information is needed.Business response
11/29/2021
This client did send in information during the coverage time frame. However there are steps that were sent to them and on our website with making a claim. They did not follow the steps, did not get approval for the claim, had the repair done and just sent us the bill to pay. That is not the way this coverage or any that I am aware of work. The complainant did not follow the process and now wants to be covered/reimbursed for a claim. We do not do that.Customer response
11/30/2021
Rejecting the company's response; furnace is covered by warranty, required information was received within the warranty. Legacy Home Warranty did not respond to submitted information.
Legacy Home Warranty claimed the warranty was no longer viable and change the end date several times.
Regards,
****** *******Business response
12/02/2021
This process for handling a claim is attached (also on our web site). The highlighted areas are sections the client DID NOT FOLLOW. Basically they are to get a quote, get it approved and then have the work done and covered. In this case the client had the work done and then sent in the bill to have it paid. This is not allowed as the claim was never seen or approved before the work was done. In this case the client has the burden of paying for all of the claim.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.