Home Warranty Basics

Heritage Aire is an approved service provider for multiple Home Warranty companies. We are asked many questions on a daily basis regarding what can be expected at a Home Warranty service call. We hope to address your concerns and hope that you'll find the collected information below useful.

A Home Warranty is a service contract that provides coverage for unexpected breakdowns of the major home heating, air conditioning, appliances, electrical and plumbing systems due to normal wear and tear.

This plan helps homeowners keep their homes running smoothly. Ideally, a Home Warranty is in place to take over where the homeowner's policy leaves off. This is also called a Buyers Protection Policy.

Upon arriving to your home for your scheduled service call, we will greet you at your door and identify ourselves as Heritage Aire, the service provider that has been asked to come to your home by your Home Warranty company. A service fee (deductible) will usually be due for each trade service call and we will collect this fee for your warranty company when our technician arrives at your home, NOT after completion of the service.

***It is the policy of your Home Warranty company that all service fees must be paid at or before the time of each service trade call***
Our technicians accept most forms of payment including, cash, check, Visa, MC, Discover, American Express and Warranty Trade Service Call Fee Coupons.

After collecting the required service fee, every attempt will be made to repair your system on the first trip. However, parts may have to be ordered or in some cases, your warranty company may provide the part(s) or equipment and ship directly to us. We will not be able to complete the repairs until parts are received.

In some cases repairs may require authorization by your warranty company. We will not be able to complete repairs until this authorization is received.

Any unusual conditions must be reported to your warranty company for consideration. Certain repairs may be denied if caused by lack of maintenance, code violations, improper installation or other reasons. Please refer to your warranty contract.

Certain services may not be covered by your warranty company. These are referred to as NON-COVERED CHARGES. These may include:

New ductwork
Air Handler stands
Refrigerant recovery and disposal
Equipment disposal
Condenser pads
Permits
Sheet metal transitions
Electric, gas and other upgrades
Other services that may be excluded

This will usually apply for compressor, coil, and reversing valve replacement, leak repairs, unit replacements, and other certain repairs/replacements. Warranty contracts vary so please refer to your specific warranty contract for details.

Your home warranty does not cover maintenance of your heating & cooling system(s).

Repairs to your equipment due to a lack of maintenance are the homeowners responsibility. (warranty will not pay for repair)

Warranty companies do not cover filter replacements.

Warranty companies will pay for the replacement of your bad equipment, but the extra cost of disposal, permits, reclaim, and system up grades are not covered. (check your contract for details)

Most warranty contracts do not cover duct work repair or replacement unless you pay for the upgrade. (check your contract for details)

Questions we are most frequently asked by customers:

Can I get a new unit?
Please understand that our position is to evaluate whether the unit is entitled for warranty repair or replacement. The purpose of the Home Warranty is to fix any mechanical problems. Because most units are repairable, replacements are very rare. If your warranty company does approve a replacement, your unit will be replaced with what the warranty company provides or you'll be given the option of taking a Cash Out which can be put toward a newer, high-end unit.

How long does it take to get major repairs or replacements approved and then installed?
Typically, it takes 7-10 working days, however, providing comfort is our number one priority. If it can be processed any sooner, we will certainly do our part to satisfy our customers.

If a call has been serviced and the same issue is still experienced within a 30 day period, your warranty company may issue a recall. If the repair needed is the same repair addressed at the initial call, no service fee will be due. If, however, we return on a recall and find that the problem is not due to the previous repair, this is not considered a recall and a new service fee will be due.

The complaint may be that the same unit is not working. It must be the same repair as before, NOT the same problem. Saying it is the same unit doing the same thing does not waive the deductible. **Many things can cause the same problem, but the effect or repair can be different.**

For example: The initial call is placed for an air conditioning unit not working properly and it is determined that the unit is low on Freon. After adding Freon to the proper level, the unit cools appropriately. A recall is placed within the 30 day period and upon the return visit, it is determined that the unit has a bad run capacitor. This is not the same problem and therefore not a recall. A new service fee will be due.

***On a RECALL, if we find nothing wrong or the home warranty company denies the claim, you will be charged our standard service call fee.***

Warranty companies do not pay for maintenance. You are obligated to maintain your system by a licensed contractor on a regular basis. If you fail to maintain the system properly, you may be denied coverage when the equipment breaks down. Some tips for getting the home warranty company's approval:

Get a maintenance agreement to show the warranty company you take care of your equipment.

When calling your warranty company for a service request, request that your normal service provider show the warranty company you have had someone take care of the equipment before.

When you have a Home Warranty policy, it is always best to have your maintenance done by a preferred service provider of the warranty company.

For more information on Heritage Aire's exclusive maintenance plans, please see our Preferred Comfort Membership webpage.

�2009 Heritage Aire Corporation