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Review 2/1/2011
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DO NOT get your warranty from BPG (LandAmerica Home Warranty).
We purchased a home and the seller purchased this warranty to cover the HVAC and other appliances. It seemed like a good idea, in fact we were looking into purchasing the same warranty for our investment property.
Fortunately, we had a claim for a cooktop before we could purchase a warranty for our leased home. I say fortunately because had this been a claim to repair or replace the stove in the lease home, our tenants would have had to wait for a month to get a replacement. What if it had been the HVAC in summer?
I spent an average of 20 minutes on hold each of the four times I had to call to check on the status of our claim. BPG would promise to call me back before the end of the day and never call. On the third call I spent 36 minutes on hold, and I still had to call them back the next day to get them to send me the final paperwork.
This is how they get out of paying:
Lets say you have an investment property and the AC goes out and needs replacement. You have to pay for the first technician visit $60, not so bad, it took three minutes to diagnose my cooktop. You are told that they will look at the technician report and call you. So you wait for them to call you. After a week they don't so you call them. Your on hold for thirty minutes while they find your paperwork. The hold music cuts in and out with intermittent static throughout.
You will have a headache by the time they get back to you. No kidding. Don't hang up, you will only have to call back when your head is better.
Then they tell you your claim is under review and they will call you back. They don't call back.
So you give them a couple of days and you call them again. Another twenty minutes on hold... they have the incorrect information and need to call the technician. They promise to call you back before the end of day. They don't ever call back (ever).
So after the weekend you call them back and, you got it, your on hold for twenty to thirty minutes. They are reviewing your claim and assembling a proposal.
They tell you that they are emailing the information containing three choices for payment or repair. You are told it will arrive before the end of the day, but it does not.
Two days later you receive the email, you make your choice, between complete repair, Sears gift card, or a check for a certain amount (if replacement is required). You make your choice and fax the paperwork back to them. No response.
So two days later you call, twenty minutes on hold, and they say it is (in our case) in Sears hands to send the gift card.
NOW HERE IS THE CATCH, if you go ahead and have the appliance repaired or replaced, they won't pay. Leaving you or your tenant to live with it until BPG gets around to paying.
Even after all the information is settled, it will take three to five days to receive the check or gift card from BPG. Then you have to wait on the technician or install yourself.
If reading this has worn you out, just imagine listening to bad muzak with intermittent screeching static.
Had this been our investment property, it would have ruined our relationship with the tenant, possibly causing them to take less care of our home or not renew the lease. Or we would have gone ahead and paid for the repair and been out the money.
We are looking for a different warranty company, one with good reviews. I hope this is helpful.
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