Home Warranty FAQ.

The best advice we can give you is this: read your home warranty policy and become familiar with your purchase. Your contractor did not sell you the policy, nor do they have access to your policy information. Your home warranty company limits the amount of information regarding your policy to the contractor. It is your responsibility to communicate with your home warranty company to place an original claim, place a recall, dispute coverages or dispute non-covered claims. Do not rely on your contractor to know the answers when it comes to coverages.

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Non-Covered HVAC Items

Below is a list of items that you should be aware of that may not be covered by your home warranty. Shield Essential, Shield Plus and Shield Complete Plans may have more coverage.

  • Permits
  • Code required modifications
  • Refrigerant line sets
  • Plenums, duct modifications
  • Flue Piping
  • Flue liners
  • Missing Parts
  • Failures caused by secondary damage
  • Items that are under manufacture 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

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

Non-Covered Plumbing Items

Below is a list of items that you should be aware of that may not be covered by your home warranty. Shield Essential, Shield Plus and Shield Complete Plans may have more coverage.

  • Permits
  • Code required modifications
  • Thermal expansion
  • Missing parts and pieces
  • Improper installation or repair
  • Failures caused by secondary damage
  • Items that are under manufacture 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 have a $250.00 max coverage.

Working With The Warranty Company

Decades Of Working Experience

Overview of AHS / HSA Claim Process

Your home warranty company allows you to place a claim by calling or online. A work order is then created and sent to one of several contractors. If the work order is received during normal business hours, the servicing contractor will typically call and schedule service the same day. This does not mean that you will receive service the same day. The servicing contractor cannot schedule any work until a work order is received. It is not untypical for there to be a delay from the time you place your work order, to the time the servicing contractor receives the work order. Home warranty companies allow the contractor to schedule service up to 48 hours after the service call is received excluding weekends. During high demand, home warranty companies allow the servicing contractor to schedule outside of the 48 hour time frame. When this happens, calls are scheduled on a first come, first serve basis. If immediate service is requested or scheduling on weekends, there will be an additional fee charged to the homeowner that is not covered by your home warranty. If you have additional questions or concerns, please contact your home warranty company.

Years of Experience Working with Warranty Companies

The following information is based on our experience from servicing thousands of home warranty customers and over 15 years of working with home warranty companies. We do not imply any guarantee of coverages nor do we represent the views or interpretations of any specific home warranty company or their contracts. In our experience, 95% of all claims are processed smoothly and without complications.

It’s Up To You To Read Your Policy

With the different policies and coverage home warranty companies have, it is impossible for technicians to know what is covered by your particular policy. Occasionally we must call a warranty company to verify whether or not a customer’s repair will be approved or non-covered, to get approval to order parts or, occasionally, to have an appliance or equipment replaced. If you have additional questions or concerns, please contact your home warranty company.

Are Home Warranties Worth The Investment?

You must first understand how the warranty companies process your work order. They are very strict about how we interact with you and schedule your service. Fortunately there are a few ways for you to contact them and begin the process.

When Your Unit Goes Out, You May Have To Wait.

Your home warranty company allows you to place a claim online or by calling it in. A work order is then created and sent to one of several contractors. If the work order is received during normal business hours, the servicing contractor will typically call and schedule service the same day. This does not mean that you will receive service the same day. The servicing contractor cannot schedule any work until a work order is received. It is not untypical for there to be a delay from the time you place your work order, to the time the servicing contractor receives the work order. Home warranty companies allow the contractor to schedule service up to 48 hours after the service call is received excluding weekends. During high demand, home warranty companies allow the servicing contractor to schedule outside of the 48 hour time frame. When this happens, calls are scheduled on a first come, first serve basis. If immediate service is requested or scheduling on weekends, there will be an additional fee charged to the homeowner that is not covered by your home warranty. If you have additional questions or concerns, please contact your home warranty company.

Repair / Replacement of Equipment.

Often times people confuse their home warranty company for an insurance company but that is not the case. It’s important to understand the distinction and understand what kind of company they are and the services they provide.

Repairs Over Replacements

First and foremost, your home warranty company is a repair company and not a replacement company.There are only a few instances when a home warranty company will replace an appliance or piece of equipment. This may occur when parts are no longer available, the cost of repair exceeds the cost of replacement or in certain instances, the repair to a very old appliance or piece of equipment, does not make economic sense due to component compatibility or efficiency. The last one is at the discretion of the Authorizer at your home warranty company. 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 only partially covered we will do our best to work with you and help get your system back up and running. Unfortunately at the end of the day we simply cannot give away parts, entire systems or are services. Not only do they cost money but we have overhead like gas, rent and insurance to pay. Not only that many of our home comfort specialists have families and children they must also care for and we work hard to pay them a fair salary to do so.

Home Warranty Fees & Partial Coverages

Be prepared to pay additional fees when your warranty company will only provide partial coverage.Your home warranty policy may have limits or exclusions that may be yours to pay in part or in full. Additional fees may be related to accessibility, contract limits, construction or modifications, permits, code upgrades, disposal, shipping fees and/or equipment upgrades, refrigerant recovery, limitations on refrigerant costs, ductwork modifications on supply and return, missing parts, electrical upgrades and 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 Is An Upgrade?

An upgrade is when you pay the difference between what the warranty company is paying and the cost of the upgrade. If your appliance or equipment has been approved for replacement, now is the best time to upgrade. Your warranty company will only replace equipment or appliances with similar features or finishes. This does not mean you will get the same brand or be able to choose additional features without upgrading.

How The Claims Process Works.

We must follow the procedures set before us by your home warranty company. Most of the time claims are covered but with out of pocket expenses. Sometimes claims are denied. During this time it may be beneficial to familiarize yourself with the section in your policy that pertains to your particular issue and the section on limitations and exclusions.

There Are Some Things That Are Out Of Our Control.

The majority of the time, your claim will be approved and the repair will be completed on the initial visit. There may be times when your coverage will need to be verified by your home warranty company. When this happens, your comfort specialist may call from your home or it will be called in later that evening or the following morning by office personnel. Rest assured that we will do everything to expedite your repair; however, we must follow your warranty company’s procedure and there may be delays due to claim approval, manufacture warranty claims or parts and equipment availability from your home warranty company or manufacture that is beyond our control.

What Happens In The Event Of A Non-Covered Claim?

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

You may want to consider upgrading your plan to avoid similar situations in the future.
Most home warranty companies have several types of policies with different levels of coverages. At the time of your policy renewal consider upgrading to a policy that has more coverage.

The majority of the time, a non-covered claim occurs when there is a detectable pre-existing condition. Possible reasons may include manufacture’s recall, lack of maintenance, improper repair, power surges, tampering, abuse or neglect, missing parts, failures that are not due to normal wear and tear such as hail damage, rust, rot, corrosion, tree roots, vandalism, acts of god and damage from insects, rodents or animals. Some failures may be covered by your home owners insurance and we be happy to help with home owners insurance estimates if this becomes the case.

If your claim is not covered, we will help you through that process as well. We offer discounted pricing on repairs or replacements and have financing options. If you have additional questions or concerns, please contact your home warranty company.

How To Go About Disputing Non-Covered Claims.

Unfortunately we wish there was more we could do and more options available to you. Again familiarize yourself with your policy and the tools that are available to you.

Requesting for a second opinion from another company is your best course of action.
If you believe that your claim should be covered and the claim has been processed inaccurately, your home warranty company has options outlined in your contract to protect you.

If your claim is not approved, your home warranty company will contact you and explain the reason and where the exclusion falls in your contract. If you are unsatisfied with the decision, ask your home warranty for a second opinion. If the second company finds that the first company made an error, your home warranty company will reverse their decision. If the second company confirms the first company’s diagnosis, you may be required to pay an additional deductible to cover the second company’s diagnosis.

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