XPD Warranty Group, Inc.

The customer's policy states that trim and physical damage are not covered.Customer's microwave did work and did heat food, we confirmed this with the customer on separate occasions, on 9/10/again on 9/11/and a
3rd time on 9/17/on all occasions we reminded him that the policy does not cover such issues but he could repair/replace his unit and send a bill for review and a possible courtesy and possible partial reimbursementThe policy reads: XPD Warranty Group, Incis not liable for repair or replacement of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, physical damage, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure Once again, the unit was functioning properly and only had a trim issuethe customer decided to replace the unit but his is not covered by the policyWe have emailed pictures showing this damageWe will approve $as a courtesy to assist the customer
Sent on: 10/7/12:08:PM

** *** placed a claim for his AC system and we did send out a contractor to diagnose the issue.The problem ** *** had was directly related to improper maintenance on his unit and this clearly falls outside of
the warranty coverageEven though this is the case we did approve ** *** for $as a courtesy to help with the cost of repair on his unit
Sent on: 6/30/2:11:PM
*** *** ***

Customer had months of service at the rate of $monthly for $581.56, XPD paid out $on claims and there is a $cancellation feefor a total of $check #was already sent outWe can waive the
cancellation fee and have the $check sent out immediately
Sent on: 6/30/2:16:PM

XPD did contact Mr *** to let him know that there was an error and we would honor his policy, he did let us know that the problem he had was fixed and if he had any other issue he would reach out to XPDPolicy is still
activeSent on: 6/15/2:05:PM

Mr *** HVAC unit is under the Manufacturer Warranty, per the terms of the policy any unit under manufacturer warranty is not covered and the customer would need to call the manufacturer for helpWe did explain this to Mr
Panjwani and it is clear in the policySent on: 6/15/2:04:PM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution has incorrect information providedI paid $with a non-prorated rate of $totaling $monthlyI had months of service $503.02, plus $in claims, $cancellation, and a check for $ I will accept a refund for the cancellation fee of $effective immediately in addition to the refund of $owed to me discussed per phone, totalling $128.54. A refund of $will be satisfactory and will close this case
?

we are writing to you in response to the letter we received dated 9/4/2014.please note that we have spoken to the customer in regards to her refund amount and have come to the understanding that the correct amount is
$Check # for $was sent and received by the customer and check #for $was sent to the customer for a total of $this is the correct prorated amountWe did not charge any cancellation fees
Sent on: 9/24/9:50:AM

After having a good experience with HWA, I decided to save a few dollars and shop aroundColonial Home Warranty (XPD) sold me a year plan, first call every year free, sounded goodMy A/C compressor seized 1/months after paying, I called in the claim and they later called back that I had a day waiting period on the compressor which seemed obvious had passedReading the terms, the days on the compressor was another days on top of the first 30, totalThey would never admit it and I was out of luck, paying out of pocket.That winter, the heat would not come on when it was very cold out and the contractor they would call out would not come if it was too coldWhen he did show up during warmer days, the heat worked and instead he would only complain about Colonial not payingI figured out a way to get it to put out heat and after numerous instances of no heat, finally called someone off the internet who came over immediately, diagnosed a bad blower capacitor that only caused problems when the usage demand was too high when it was very coldA few months ago the garage door would make a banging noise when opening and I called in a claimI mentioned the belt may be the problem, since I could see a spot that didn't look like the rest on the beltWhen I did not hear back, I spent days with no answers except the night service which could not helpWhen I did get hold of someone, it was always the same person, he said they had phone problems and said my email address was blocked to themI was then informed that since the door worked, it was not under warrantyA month or later the opener quit opening and I called in a claimSame thing, didn't hear back and when I did, I was told because I did not fix the door after the previous phone call a few months before, it was not coveredI was astounded how they could call themselves a home warranty company and I cancelled the policy requesting a refund on the prepaid premium, I received a check for a little over $20, similar to stories I read on the internet how they treated other customers and the typical refund
Anyone shopping for a home warranty would be best advised to stay away from XPD (the name Colonial morphed into)I only spent ore money after giving them money and they did little except bank what I paid for a year policy

Client has already been refunded in fullWe again apologize for any inconvenience this has caused the client but they have already been refunded in full
Sent on: 12/1/2:15:PM

The client did cancel his policy on 8/30/2014 and should have been refunded. There was a lapse on our part and when the client emailed us on 10/21/2014 and brought this to out attention we immediately apologized and...

refunded his card the same day. I have included a receipt of this refund. We sincerely apologize for the delay in this refund but truly it was a error and not malicious or underhanded occurred. We did reach out to the client again on 10/29/2014 to discuss this issue but we were rebuffed. We apologize for any inconvenience this has caused [redacted] and he has been refunded in full. The client is requesting interest because of this delay in the amount of 1.5% compounded daily, which is over 547% on an annual basis and clearly way above any reasonable interest request. We are willing to offer the client $25 for the inconvenience which would more than cover any interest he may have lost on his $798.00 in any checking or savings account.
Sent on: 10/29/2014 1:59:55 PM

We have reach out to the client and have settled this matter. The client will receive a $100 courtesy towards his microwave and was happy with this. His policy is also cancelled and he will be receiving a prorated refund in the form of a check.
Sent on: 11/6/2014 11:31:09 AM

Customer did sign a buyout form for $100.00. on June 6 a check was sent out and is still outstanding.we have reissued check #1226 for the $100.00 that has been agreed upon and are sending it out today via USPS to customer's home...

address of [redacted]. We do apologize for the inconvenience this delay has caused the customer. Sent on: 7/27/2015 8:32:12 AM [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The cost to me for the repair was approximately $245.  After the $45 co pay, they owe me a reimbursement of $200.  
Regards,

[redacted] has requested to cancel his policy and get a prorated refund of the remainder. We have honored this request and [redacted] will be sent a check within 48hrs.
8.5pt; font-family: Verdana, sans-serif;">Sent on: 2/4/2015 3:52:48 PM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business in reference in their response is saying that on 3 different occasion I said that the unit was working. This is contrary to what I had told them. Every time I called them I told that since the frame is broken, it doesn't let door make the contact for unit to be operational. Also, as per the contract, there is no sign of abuse or misuse. In fact, after sending pictures to the business in reference, the representative told me that the unit is ten years old and therefore, time to replace. I have spent $303 on replacing this unit which includes the cost of the appliance and installation. I can provide all the supporting that may be required to verify the amount. In order to bring closure to this matter, I would be willing to split half the cost of the total amount and expect XPD to pay the other half.

We have reached out to Mr [redacted] and have settled this matter. Another check for $25 will be sent as a settlement Sent on: 7/20/2015 3:24:30 PM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As my original letter stated I had to contact the company on three separate occasions before receiving a refund, and only after filling a legal demand notice the last time was my money refunded.  The first time I contacted the company regarding a refund I was promised (IN WRITING) that money would be refunded in 3-5 business days.  After that 5th business day a late fee should be applied and follow fees/interest should be included for every business day thereafter.
I'm am open to hearing a counter offer to resolve this issue, but $25 is FAR from sufficient.

Review: We had home owner's warranty through XPD. When we had an issue with the oven they sent a repair person that said it would be too expensive to fix the issue and we would probably get a claim paid. We received an email to fill out and claim the issue. They would only pay $100 but we had to replace the oven.

XPD has not paid anything to-date. The claim was filed in February of this year. I have called them at least four times and everytime they say someone will get back to me.Desired Settlement: XPD should pay the claim.

Business

Response:

Customer did sign a buyout form for $100.00. on June 6 a check was sent out and is still outstanding.we have reissued check #1226 for the $100.00 that has been agreed upon and are sending it out today via USPS to customer's home address of [redacted]. We do apologize for the inconvenience this delay has caused the customer. Sent on: 7/27/2015 8:32:12 AM [redacted]

Review: I had a problem with my air condition unit,according to the technician the condencor coil was bad and due to the bad condencor coil the freon got leaked,now the company says that freon leakage in not covered. according to the contract the condencor coil is covered and the leak was because of the bad condencor coil so all the expense that occoured due to the bad condencor should be covered. I tried to explain them and they kept me waiting in this warm weather for two days and finally on Friday exactly at 5 pm when they close their office they emailed me saying that it's not covered. Kindly help me get all those expense that I had to pay to the technician as I cannot wait longer to get it fixed as I have a 20 months baby .Desired Settlement: Get refund in full.

Business

Response:

Mr [redacted] HVAC unit is under the Manufacturer Warranty, per the terms of the policy any unit under manufacturer warranty is not covered and the customer would need to call the manufacturer for help. We did explain this to Mr Panjwani and it is clear in the policy. Sent on: 6/15/2015 2:04:16 PM

Review: XPD Warranty Group sold me a home warranty. The contract stated that I would need to keep maintenance records of my air conditioning unit documenting proof that the systems were maintained in accordance with the manufacturers recommended maintenance requirements. What they didn't tell me is that I needed them from the time of installation. I only owned the home for three years and it was build in 1997. Bottom line is that when the unit could not be repaired, they refused to replace it even know it is under the warranty. If I knew this from the beginning, I would not have purchased the warranty because I would not be covered no matter what records I kept.Desired Settlement: I can provide my maintenance records for the last three years (time of purchase). I want XPD to fulfill their obligation to me; replace the unit if it needs it, or at least, fix the unit.

Business

Response:

[redacted] placed a claim for his AC system and we did send out a contractor to diagnose the issue.The problem [redacted] had was directly related to improper maintenance on his unit and this clearly falls outside of the warranty coverage. Even though this is the case we did approve [redacted] for $100 as a courtesy to help with the cost of repair on his unit.

Sent on: 6/30/2014 2:11:53 PM