Home warranty company refuses to pay

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By Jennifer Thomas By Jennifer Thomas

GILBERT, Ariz. -- David and Cynthia Ball bought their Gilbert home about a year ago and since then everything in the house has worked fine. However, a few months ago, they decided to buy a home warranty just in case something ever broke.
"I've heard of other people who have had home warranties and they hadn't had any issue so I thought it would be a good thing for us to have," Cynthia said.

Cynthia and David decided to go with a company called Sensible Home Warranty. They paid their $350 premium and it's a good thing they did because not long after paying, one of their air-conditioning units needed more than $2,000 in repairs.

"At that point, we contacted the home warranty company and we started a claim," Cynthia said.

But after submitting the claim, they say Sensible Home Warranty gave them the runaround and after a lot of back and forth, the company eventually told them over the phone that the claim was denied.

"Obviously, it's disappointing," Cynthia said. "You've paid the premium and they're just not coming back on their end of the deal."

3 On Your Side got involved and I talked to Sensible Home Warranty. I asked for specific details as to why the claim was denied.

Sensible Home Warranty told me that there were several reasons for the denial. In an email, a company representative writes, that Cynthia and David "requested us to replace an A/C unit just two weeks into (their) warranty and has presented paperwork to us which clearly indicated existing issues." As a result, their "unit did not qualify."
The couple denies their unit ever had existing issues. They also question why submitting a claim two weeks into their policy should be an issue, saying a policy should pay no matter how long it's been in force.
However, after my involvement, Sensible Home Warranty decided to cover a portion of the repair by mailing Cynthia and David a $300 check, which they've already received.
The company says it intends on mailing them another $750 in the interest of good business and to put the dispute to rest. Cynthia and David say that's music to their ears.
"3 On Your Side has really helped us out," Cynthia said. "I don't think we would have even have come close to a settlement if Gary Harper did not get involved."

Following the 3OYS report, Cynthia and David received that $750 check, bringing their total payout to more than $1,000.

3OYS appreciates Sensible Home Warranty working with us to resolve the matter.