Rws Warranty

Totally crooked company, their business model is to delay and not respond to you. Causing you to call into over and over again in hopes that you will just give up. Total story: We bought a home, 2 years later our downstairs AC unit failed. We found out there is a class action against the provider on this unit because it fails so frequently, but we were not eligible because we weren't the original owners. Open a claim in June, they tell us to go ahead and have the work done. Our contractor explains the parts that failed, and it would be cheaper to replace the unit. We do so, provide the invoice and cause of failure to the warranty company as well as a copy of our home inspection that stated our AC unit was in working order and maintained. No one calls back after two weeks I reach out, they tell me the invoice isn't in the correct format. Fine we get a new invoice submitted. A week passes, I call back in, now they need a more detailed listing of failed parts and reason for failing. Provide that immediately. Another week goes by I call back in, now they want an invoice to repair the parts instead of replacing the unit which we had done. I explain to them the replacement was $6K (as provided on the invoice), but repair was significantly more expensive. They still claim that's what they want. Takes me a couple of days, but get a repair invoice for $9K. 2 weeks go by (mind you they never reached out to me to state these issues), now they need maintenance records. That took me a couple of weeks to track down, got them submitted. Now we have provided everything they have requested, it's just a waiting game. I start calling in every 3 days only to be told in the queue. Mind you a typical hold time with this company is approximately an hour. And should the person disconnect they don't call you back, right back into the holding pattern. Call after call, only to be told "It's in the queue," I'd ask if there was an ETA "No." Finally we make it to September where they say it's an "Unkown preexisting condition and that is covered for $1,000," I'm told I receive a check within 4 weeks. Clearly frustrated I state that by that logic every claim is an unknown preexisting condition. After filing a claim with the BBB I finally receive a call back, I answer the phone to be greeted with, "This is RWS, what is the issue with your claim?" After constant interrupting back & forth, I was told this doesn't make sense and we must have had a crooked contractor. Explained to them we had been working with the contractor for months to locate the leak and hadn't filed a claim because it wasn't worth the hassle for $600 worth of Freon etc. Agent doubles down on a crooked contractor and a failure to maintain. We went back to the provided maintenance records and home inspection. Agent tells us it isn't possible, and we had a crooked contractor. Told them they reserved the right to have another contractor come look at it, but at no point did they exercise that right. At which point I was told, "I know the contract, I suggest you read it." At this point I have had enough and hung up, I don't need this anymore. Don't do business with this company.