Home Warranty Claims

As your dedicated contractor, we’re committed to actively assisting you through every phase of the process. Nevertheless, it’s crucial to keep in mind that our access to your policy is restricted. While we collaborate with reputable providers such as American Home Shield and HSA, it’s imperative to comprehend that we function independently of your home warranty company. As a homeowner, the responsibility to interact with your home warranty company lies with you for tasks like initiating claims, managing recalls, resolving coverage disputes, or handling non-covered claims. To obtain the most accurate and up-to-date information regarding your policy, please direct any inquiries to your home warranty company.

air-conditioner

REPAIR CREDITS AVAILABLE

Even if your home warranty company decides to repair instead of replace your heating cooling or plumbing issue, we can work with you to get you a credit towards a replacement or even up upgrade

FINANCING AVAILABLE

Not all repairs are covered 100% by your home warranty and can be unexpected and expensive. Thus, we offer a wide range of financing options to help you make the best decision for your family.

WE ARE WITH YOU EVERY STEP

Dealing with the home warranty company can be overwhelming. We have over 10 years worth of experience in working with them and will be with you every step to help explain the process.

What is a Home Warranty?

A home warranty is a contract between the homeowner and the home warranty company that acts as a safety net against expensive and unforeseen repairs.

A common misconception of having a home warranty policy is that everything is covered 100% of the time. However, that is not the case. There are many different policies and each has a different list of covered items and disclaimers. Unfortunately, as a contractor for the home warranty company, we never get to see your contract. If you have any questions regarding your policy or coverage please reach out to your home warranty company directly.

 

What is the Process Like?

Your home warranty company provides two options for placing a claim: you can either call them or submit your claim online. Once the claim is initiated, a work order is generated and subsequently dispatched to one of several contractors.

When the work order is received within normal business hours, the assigned contractor typically contacts you to schedule service on the same day. However, it’s important to clarify that same-day service is not guaranteed. The servicing contractor cannot schedule any work until they have received the work order. Consequently, there may be a slight delay between placing your work order and the contractor receiving it.

Home warranty companies encourage contractors to schedule service within 48 hours following the service call’s receipt, excluding weekends. While we make every effort to accommodate this guideline, there are certain seasons with a high call volume that may result in calls being scheduled beyond the 48-hour timeframe. In such cases, calls are scheduled on a first-come, first-served basis. It’s worth noting that we do not provide emergency services or reserve spots for urgent calls.

Conversely, if you request service outside of normal business hours or during the weekend, there will be an additional fee applied to the homeowner, which is not covered by your home warranty. For any further questions or concerns, please reach out to your home warranty company.

 

Repairs vs Replacements

First and foremost, your home warranty company is a repair company and not a replacement company. There are only a handful of instances when a home warranty company will opt to replace instead of repairing a piece of equipment, such as the following:

  • It is a non-repairable issue
  • Parts are not available or manufactured 
  • The cost of repair exceeds the cost of replacement. In some rare cases the repair of an old appliance or piece of equipment, does not make economic sense due to component compatibility or efficiency. 

 

Who is Responsible for Making Decisions?

Budget Heating, Cooling and Plumbing is a vendor of American Home Shield but we do not work for the home warranty company. Therefore all decisions are based off of your contract you have with them, that we never get to see.

We must request approval from the warranty company to verify whether or not a customer’s repair will be approved or non-covered, to get approval to order parts or to have any equipment replaced since they make all decisions.

 

What Are Out of Pocket Expenses?

All home warranty policies have limits or exclusions, as a result, some repairs or replacements there will be additional fees that you as the homeowner are responsible for. These additional fees may be related to:

  • accessibility
  • contract limits
  • construction or modifications
  • permits
  • code upgrades
  • disposal of equipment
  • shipping fees and/or equipment upgrades
  • refrigerant recovery
  • limitations on refrigerant costs
  • ductwork modifications on supply and return
  • missing parts
  • electrical upgrades
  • labor difficulties. 

Additional labor to de-ice frozen coils or other non-covered items as outlined in your home warranty policy. If you have additional questions or concerns, please contact your home warranty company.

 

What Happens When Your Claim Is Partially Covered?

In the event that your claim is approved and there are out of pockets to you as the homeowner, we will do our best to work with you and help get your system back up and running. Unfortunately home warranty work is already done at a discounted rate and as a result we are unable to give any additional discounts. However, we do understand however that unexpected fees do come up, that’s why we work with multiple financing companies to help take some of that burden off you as the homeowner. 

What Is An Upgrade?

An upgrade is when you pay the difference between what the warranty company is covering and the cost of the upgrade of your choice. If your appliance or equipment has been approved for replacement, now is the best time to upgrade because you can apply a credit towards a new system. Your warranty company will only replace equipment or parts with similar features or finishes. In most cases this means a standard builder grade option. Consequently they do not match the same brand or color when replacement is necessary. As a result we are happy to offer a wide range of upgrade options for homeowners to make sure you are getting the best fit for home. 

 

What to do if Your Claim was not Covered?

No one wants a claim to not be approved by your home warranty company. You as the homeowner  do not get the repair you expected and are unhappy, we as the contractor do not get to do the repair job and your warranty company may lose a customer.

The majority of the time, a non-covered claim occurs when there is a detectable pre-existing condition. Possible reasons may include:

  • manufacturer’s recall
  • lack of maintenance
  • improper repair
  • power surges, tampering, abuse or neglect
  • missing parts
  • not due to normal wear and tear
  • hail damage, rust, rot, corrosion or tree roots
  • vandalism
  • acts of God
  • damage from insects, rodents or animals

For a full list of non covered items, please refer to the home warranty company. 

In conclusion, some failures are not covered by your home warranty company, they may be covered by your homeowners insurance. We would be happy to help with homeowners insurance estimates if this becomes the case. Or if you do not wish to use any insurance and just proceed with us as a regular customer we will help you through that process as well.

Non-Covered HVAC Items

Below is a list of common items that may not be covered by your home warranty policy

  • Permits
  • Code required modifications
  • Refrigerant line sets
  • Plenums, duct modifications
  • Flue Piping
  • Flue liners
  • Improper installation or repair
  • Missing Parts
  • Failures caused by secondary damage
  • Items that are under manufacturer warranty
  • Detectable pre-existing conditions
  • Misuse, abuse, or mistreatment, including but not limited to, removal of parts and damage by people, pests, or pets
  • Accidents, fire, freezing, water damage, electrical failure or surge, or excessive or inadequate water pressure;
  • Lightning, mud, earthquake, soil movement, storms, or acts of God
  • A manufacturer’s improper design, improper materials or formulations, a defective manufacturing process, or other manufacturing defects.
  • Routine Maintenance (Cleaning)
  • Capacity such as drain lines, HVAC equipment sizing and duct work being too small or large
  • Modification to make new HVAC equipment fit such as drain lines, electrical, gas piping

Most policies have limitations on refrigerant and your home warranty company may only pay the first $10.00 per pound.  When permits and code modifications are covered, they typically have a $250.00 max coverage.

Non-Covered Plumbing Items

Below is a list of common items that may not be covered by your home warranty policy

  • Permits
  • Code required modifications
  • Thermal expansion
  • Missing parts and pieces
  • Improper installation or repair
  • Failures caused by secondary damage
  • Items that are under manufacturer warranty
  • Detectable pre-existing conditions
  • Misuse, abuse, or mistreatment, including but not limited to, removal of parts and damage by people, pests, or pets
  • Accidents, fire, freezing, water damage, electrical failure or surge, or excessive or inadequate water pressure
  • Lightning, mud, earthquake, soil movement, storms, or acts of God
  • A manufacturer’s improper design, improper materials or formulations, a defective manufacturing process, or other manufacturing defects.
  • Routine Maintenance (Cleaning)
  • Capacity such as drain, discharge, and water lines being too small
  • Capacity of water heaters. (70% of rated gallon size)
  • Modification to make new water heaters fit such as drain lines, electrical, gas piping, water line and lead free shut-offs
  • Drain line stoppages from tree roots and foreign debris
  • Failures outside of the foundation of the home or failures caused by issues outside the foundation of the home

All policies have limitations on access through concrete.  When permits and code modifications are covered, they typically have a $250.00 max coverage.

FINANCING OPTIONS AVAILABLE!

Financing Partners

Choosing the right home comfort equipment is a significant decision. We understand the importance of staying within budget. That’s why we’ve collaborated with a range of flexible financing options to make your investment seamless and affordable. Explore our tailored financing solutions for hassle-free installation and enhanced comfort in your home.

FINANCING OPTIONS AVAILABLE!

Financing Partners

We know that installing new home comfort equipment can be a big decision. That’s why we have partnered with several financing options to help you stay within your budget.

HEATING, COOLING & Plumbing Specialists

Providing 5-Star Service in St. Louis, MO.

HEATING, COOLING & Plumbing Specialists

(636) 887-2800: Call or Text

OFFICE LOCATION

325 Mid Rivers Mall Dr. St. Peters, MO 63376

OPEN HOURS

Monday - Friday: 8:00am - 7:00pm

Saturday: 9:00am - 5:00pm

Sunday: 10:00am - 2:00pm