Home warranty company refuses to cover repairs



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Posted on September 2, 2010 at 11:00 PM

Updated Thursday, Sep 2 at 10:34 PM

He loves food. He likes to eat it and he likes to cook it. It's no wonder this foodie's name is Tim Cook. But his home warranty company has him burning.

Tim paid $200 for a home warranty from Capital Home Shield in July. A month later, two of the burners on his cooktop quit working.

"Basically the brains of the cooktop fried and it costs about $850 to fix," he said.

A few days after his call, Capital Home Shield sent someone out to check the stove.

When no one came back to fix it, Tim called the company.

"One of the people in the call center said that I'm rejected. They are not going to pay for any of it," he recalled. "I asked the reason why and they said I had to supply maintenance records."

Maintenance records? Tim's year-and-a-half-old Aid cooktop doesn't need maintenance for the first five years. and since it was the first time it had broken down, there were no records available.

Armed with that information, Capital Home Shield offered to give Tim $200 to fix an $800 problem.

"He said 'I understand where you are coming from. You are getting the short end of the stick. But we have to make money, we are a business,'" said Tim.

Right! Let's see if the folks at Capital Home Shield will give that answer to me.

Next thing you know, guess who shows up at Tim's home! A repairman.

"Now that they are getting press, they kind of sound nice, but they are still not nice," he said. "The fact that it's getting done, I'm happy. It's sticking it to the man a little bit."

As a result of our report, the Office of the Insurance Commissioner is opening a case on Capital Home Shield.

Want to know if your home warranty company is registered with the state?

Washington State Office of the Insurance Commissioner: http://www.insurance.wa.gov/

For consumer concerns, e-mail Jesse at getjesse@king5.com or call toll-free 877-51-JESSE.