Nationwide Home Warranty Nationwide scams their way out of paying for warranty repairs! Horrible customer service! New York

Nationwide's complete lack of customer service, dishonest, rude and inconsistent representatives, and lack of coordination with their contractors is reprehensible!

7/17/08 @ 1:05 P.M.
I was notified by tenants at my rental property in Ft. Worth, TX that the air conditioning was not working.

7/17/08 @ 1:19 P.M.
I called Nationwide to request service for the a/c unit. I was told "We'll get someone out there to fix the a/c this afternoon or first thing tomorrow morning."

7/18/08 @ 11:11 A.M.
I called Nationwide to see what time a/c rep. would be there. I was told "Your claim is in process. Someone will contact you sometime today."

7/18/08 @ 11:28 A.M.
I was contacted by a rep. from the a/c rapair company, who stated he would not be able to repair the unit until 7/21/2008. When I brought up that it was close to 100 degrees out and that Nationwide told me it would be fixed on the afternoon of 7/17 or the morning of 7/18, he said that he wasn't contacted until 11:20 A.M. on 7/18, and that Nationwide asked him to make the problem look as though it was a pre-existing condition so they wouldn't be obligated to repair it!

7/18/08 @ 11:32 A.M.
I called Nationwide again. I asked why I was told the a/c would be repaired on the afternoon of 7/17 or the morning of 7/18 if they didn't even call the repair company until I called at 11:11 A.M. on 7/18. I was informed that the standard turnaround time on claims for service is 24-48 hours. I again asked why I was told something different than what was actually happening, and was placed on hold for 20 minutes. Another representative got on the phone told me that if I had a problem with the a/c repair man to request another contractor. I explained that my problem wasn't with the repair man, it was with Nationwide's inconsistencies between what was being said and what was actually happening, and their complete lack of customer service. I also explained that it was going to be 100 degrees in Texas today, and that not having an operable a/c unit would be unbearable. I was told to contact the a/c repair man directly and determine if he would be able to respond before Monday. If he would be unable to, I was to call Nationwide again to request another contractor. I stated "Isn't this what I pay you to do?" but did not receive a response and was disconnected.

7/18/08 @ 12:15 P.M.
I contacted the a/c contractor, who verified he would not be able to fix the a/c until Monday.

7/19/08 @ 12:17 P.M.
I contacted Nationwide again to request another a/c contractor. I was told one was assigned and would repair the a/c on 7/18 or on the morning of 7/19.

7/18/08 @ 2:29 P.M.
I called Nationwide again to get the telephone number for the person contracted by Nationwide to repair my a/c. Lisa, the representative, was rude, interrupted me as I was explaining the situation, and placed me on hold without any warning or explanation. 15 minutes later, I had to explain the situation again. I was again interrupted and told that the contractor would contact me.

7/18 @ 4:43pm
I was contacted by the company who was to repair the a/c unit and told Nationwide would not give them a repair authorization number until I provided Nationwide with documentation regarding past repairs to the a/c unit. The repair man said it was a "simple fix" and stated he thought Nationwide was trying to get out of paying for any repairs. He also said that my situation is why his company will never do business with Nationwide again.

7/18 @ 4:48pm
I contacted Nationwide again. The cust. service rep. stated they requested repair documentation from me on 7/17. I stated not only did they not request the documents, but that no such documents exist as I purchased the home less than a year ago. I was placed on hold and transferred to six other representatives. Finally, I was told that unless I had documentation regarding past repairs to the unit, I would have to pay out of pocket for the repairs. When I asked to speak with a supervisor, the rep. told me she didn't have one. When I stated that unless she was the CEO of the company, she has a supervisor, she again stated she was not supervised by anyone. I stated that since Nationwide wasn't fulfilling their end of the contract, I no longer wanted to do business with them and requested my money back. I was told "It doesn't work that way." When I asked for her name and operator number, I was mysteriously disconnected.

Adam
Port Royal, South Carolina
U.S.A.