Our Home Warranty
Working with Your Home Warranty
Though we serve as your designated contractor and are committed to assisting you throughout the process, it’s important to note that our access to your policy details is restricted. We operate as a vendor for American Home Shield and HSA, but we are not part of your home warranty company. Therefore, the onus is on you, the homeowner, to initiate communication with your home warranty provider for matters such as filing claims, requesting recalls, challenging coverages, or disputing non-covered claims. For any inquiries or clarifications regarding your policy, it’s essential to reach out to your home warranty company directly.
What Is a Home Warranty?
A home warranty is an agreement between you, the homeowner, and the warranty service provider, designed to protect you from costly, unplanned repairs.
It’s a widespread belief that a home warranty offers complete coverage for all household issues, but this isn’t true. There are multiple types of plans, each with its own set of covered items and exclusions. Unfortunately, as technicians contracted by the home warranty firm, we are not privy to the details of your individual contract. If you have queries about what your plan covers, it’s best to contact your home warranty company directly.
What Does the Procedure Entail?
You can initiate a claim with your home warranty company either by phone or online. Once your claim is made, a work order is generated and forwarded to one of several affiliated contractors.
If your work order is submitted during regular business hours, the designated contractor will usually reach out to arrange a service appointment on that same day. However, this doesn’t guarantee that the service will be performed immediately. The contractor can only begin scheduling once the work order is in hand. It’s not uncommon for a minor lag to occur between the moment you place the work order and when the assigned contractor receives it.
Home warranty providers generally urge contractors to set up service appointments within a 48-hour window after receiving the service call, weekends excluded. We strive to meet this guideline whenever feasible, but during peak seasons, the influx of calls can be overwhelming. In such instances, the home warranty company is aware that appointments may fall outside the 48-hour window. Service calls are then arranged on a first-come, first-served basis, and we do not provide emergency services or reserve slots for such cases.
Conversely, if you request service outside of standard business hours or during weekends, an extra fee will be levied on the homeowner, which is not covered by the home warranty. For any further queries or concerns, it’s advisable to reach out to your home warranty company directly.
Repairs Versus Replacements
Primarily, your home warranty company functions as a repair service rather than a replacement service. There are only a few specific circumstances under which the home warranty company will choose to replace an item rather than repair it. These include:
- The issue is unfixable
- Replacement parts are unavailable or no longer produced
- The expense of repairing surpasses the cost of replacing the item. Occasionally, repairing an older appliance or system may not be economically viable due to issues like compatibility or efficiency.
Who Makes The Decisions?
While ASAP Plumbing, Heating and Septic is a service provider for American Home Shield, we are not employees of the home warranty company. All decisions regarding repairs or replacements are dictated by the terms of your contract with the warranty company, which we do not have access to.
We are required to seek authorization from the home warranty company to determine whether a repair will be approved or denied, to order necessary parts, or to proceed with equipment replacement, as they hold the decision-making power.
Incurred Costs Not Covered by Warranty
Every home warranty plan comes with certain limitations or exclusions, meaning that there may be extra charges that you, the homeowner, will need to cover. These additional costs could relate to:
- Accessibility issues
- Contractual limitations
- Structural modifications
- Permit fees
- Code compliance upgrades
- Disposal of old equipment
- Shipping and equipment upgrade fees
- Refrigerant recovery charges
- Restrictions on refrigerant costs
- Modifications to supply and return ductwork
- Missing components
- Electrical system upgrades
- Labor complexities
- Extra labor for tasks like de-icing frozen coils or other items not covered in your home warranty policy.
If you have further questions or concerns, it’s recommended to contact your home warranty company directly.
What Happens When Your Claim Is Partially Approved?
If your claim receives partial approval, meaning there are out-of-pocket expenses for you, we’ll do our utmost to assist you in restoring your system to working order. Regrettably, we can’t offer additional discounts since home warranty jobs are already performed at a reduced rate. We do recognize that unexpected costs can arise, which is why we collaborate with various financing companies to help alleviate some of the financial strain on you, the homeowner.
What Constitutes an Upgrade?
An upgrade occurs when you opt to pay the difference between what the warranty company will cover and the cost of a more advanced or higher-quality replacement. If your equipment or appliance is approved for replacement, this is an opportune time to consider an upgrade, as you can apply a credit towards a new system. The warranty company typically replaces items with similar but basic features or finishes, often not matching the original brand or color. Therefore, we are pleased to offer a broad array of upgrade options to ensure you get the best fit for your home.
What Steps to Take if Your Claim Is Denied?
Nobody wants a claim to be rejected by the home warranty company. It leaves you, the homeowner, without the expected repair, and us, the contractor, without the job, potentially resulting in the warranty company losing a customer.
Most often, claims are denied due to identifiable pre-existing conditions.
These could include:
- Manufacturer recalls
- Inadequate maintenance
- Incorrect repairs
- Power surges, tampering, or neglect
- Missing components
- Issues not related to normal wear and tear
- Environmental factors like hail damage, rust, rot, or tree root intrusion
- Vandalism or acts of God
- Damage from insects, rodents, or other animals
For a comprehensive list of non-covered items, it’s best to consult your home warranty company directly.
While your home warranty may not cover certain failures, your homeowner’s insurance might. We are more than willing to assist with insurance estimates should that be the case. Alternatively, if you choose to proceed without insurance and engage us as a regular customer, we’ll guide you through that process as well.
Non-Covered HVAC Items
HVAC Items Typically Excluded from Home Warranty Coverage
- Permits
- Code-compliant modifications
- Refrigerant line sets
- Plenums and ductwork alterations
- Flue piping and liners
- Incorrect installation or repairs
- Absent components
- Failures resulting from secondary damage
- Items still under manufacturer’s warranty
- Identifiable pre-existing conditions
- Improper use, abuse, or mistreatment, including but not limited to, removal of parts and damage inflicted by humans, pests, or pets
- Incidents like fire, water damage, freezing conditions, electrical failure or surges, and issues related to water pressure that is either too high or too low
- Natural disasters and acts of God, such as lightning, mudslides, earthquakes, soil shifts, and storms
- Design flaws, substandard materials, or manufacturing defects attributed to the manufacturer
- Regular maintenance tasks, including cleaning
- Capacity issues, like inadequately sized drain lines, HVAC equipment, or ductwork
- Modifications needed to accommodate new HVAC equipment, including changes to drain lines, electrical systems, and gas piping
It’s worth noting that many policies place restrictions on refrigerant costs, often covering only the first $10.00 per pound.
Additionally, when permits and code modifications are included in the coverage, there is usually a maximum limit, often set at $250.00.
Non-Covered Plumbings Items
Plumbing Items Typically Excluded from Home Warranty Coverage
- Permits
- Code-compliant modifications
- Thermal expansion issues
- Missing components or parts
- Incorrect installation or repairs
- Failures resulting from secondary damage
- Items still under manufacturer’s warranty
- Identifiable pre-existing conditions
- Improper use, abuse, or mistreatment, including but not limited to, removal of parts and damage inflicted by humans, pests, or pets
- Incidents like fire, water damage, freezing conditions, electrical failure or surges, and issues related to water pressure that is either too high or too low
- Natural disasters and acts of God, such as lightning, mudslides, earthquakes, soil shifts, and storms
- Design flaws, substandard materials, or manufacturing defects attributed to the manufacturer
- Regular maintenance tasks, including cleaning
- Capacity issues, like inadequately sized drain, discharge, and water lines
- Water heater capacity limitations (e.g., only 70% of rated gallon size)
- Modifications needed to accommodate new water heaters, including changes to drain lines, electrical systems, gas piping, water lines, and lead-free shut-offs
- Drain line blockages caused by tree roots or foreign debris
- Failures occurring outside the home’s foundation or those caused by external factors
It’s important to note that many policies place restrictions on accessing plumbing through concrete.
Additionally, when permits and code modifications are included in the coverage, there is usually a maximum limit, often set at $250.00.
For a complete understanding of what is and isn’t covered by your specific home warranty policy, it’s advisable to consult your home warranty company directly.
