Frequently Asked Questions

What can we help you with?

(1) Claim documented: When you call in, your claim is time stamped and logged by a customer support person.

(2) Claim dispatched: You’ll receive a call back with available dates and times to schedule your service.

(3) Service call: The service tech will arrive on site to diagnose your service issue. If the needed repair involves a standard part that is carried on the van, it is installed within the same visit. If a special part is required, the part will be ordered and the technician will return to install it once the part is received.

If repair needs meet coverage requirements, the homeowner will simply be responsible for the trade call fee.

If repair needs are beyond coverage requirements, you will be given the option to have our technician make the repair, or you may arrange for your own vendor. If you opt to have a Platinum technician perform the needed work, you will be charged for the cost of the repairs. If you opt for your own technician, you will simply be responsible for the trade call fee.

A trade call fee is the fee charged for no more than two items or two hours using the same trade technician on the same trip.

We make every reasonable effort to be out to your property within 24 hours (or next business day if over a weekend for a non-emergency claim). If for any reason this is not possible, we will make other accommodations, which may include contracting to an outside company, providing a temporary unit or other measures.

Our intent is to provide service in the fewest visits to your property as possible. Sometimes, however, it can take more than one visit. This may show up one of two ways:

(1) Multiple visits for the same claim: If a special part is required and is not carried on the van, the part will be ordered and the technician will need to return to install it once the part is received.

(2) Multiple claims for the same system: Often when a major system needs repair, we may repair one component which later reveals that other components have been affected by the stress to the system as well. This may lead to multiple claims to restore the system.

A unit or component typically will not be replaced unless repair is no longer possible. For clients who desire full replacement, we often offer discounted replacement options.

If you call outside of regular business hours, you will still reach a live operator who will note your service complaint.

Urgent/emergency service calls
If the claim qualifies as needing urgent/emergency service, it will be dispatched to our on-call technician. On-call technicians provide urgent service between the hours of 8am and 5pm, 7 days a week. If your urgent call is not within the hours of 8am and 5pm, the technician will respond the following day.

Non-emergency service calls
If the claim is not an emergency, we will respond the following business day.

For the convenience of our customers, we wish we could offer all customers weekend appointments. Since there are only so many hours in the day though, we limit the number of non-emergency weekend appointments, and they typically acquire a higher service fee. This helps us keep those weekend appointments available for emergency claims.

We consider a claim to be an emergency if any of the following are true:

-there is no water to the home.
-the temperature within the home exceeds 90 degrees or drops below 50 degrees.
-a refrigerator/freezer is not cooling.
-the service need poses a serious health concerns for residents.

Is service provided on a first-come, first-served basis?

You know the saying when it rains it pours? Well, sometimes it rains claims (especially in intense summer months). When that happens, we ensure fair and safe response times by taking into account specifics including the number of A/C units and temperature within the home. Regardless, we strive to get to each claim as quickly and effectively as we can.

When possible, our preference is to use our own technicians for warranty claims. For some trades including pools and electrical items, we contract to other companies for their expertise. When we receive an abundance of claims, we may also contract work out in order to provide quicker response times.

Your home warranty covers systems or appliances that break down due to normal wear and tear. These systems and appliances must have been maintained in line with manufacturer recommendations and meet federal, state and local manufacturer specifications and industry codes and standards.

Some commonly covered items include air conditioning and heating issues, plumbing stoppages, water heater repair and replacement and garbage disposal replacements.

For more specifics, see our Coverage Terms and Conditions.

It is important to understand that a home warranty will NOT cover all possible repairs on your home’s systems and appliances.

Common non-covered items include include preexisting conditions, improper installation, improper maintenance, damage from pets or pests, act of God, manufacturer recall, obsolete parts and cosmetic repairs.

Maintenance is not included as part of your warranty contract, but is available for additional fees. Maintenance includes items such as air conditioning coil cleaning, hot water heater flushing, and pool filters and filtration cleaning.

For more specifics, see our Coverage Terms and Conditions.

Your terms and conditions document is our go-to for claim coverage. The specifics of coverage are laid out there. If/when there is any ambiguity, we ask — what is fair for our customer?

A pre-existing condition refers to a system or appliance NOT in good working order prior to the purchase of the policy. Systems or appliances must be in good working order at close of escrow or initiation of the contract to qualify for warranty coverage.

For claims within the first 30 days of the contract, we may ask for a copy of your inspection report to confirm that systems were in working order at the time of sale. If pre-existing conditions exist, they lie outside our promised coverages and need to be addressed with your inspection company or seller, as appropriate.

Yes, we do. Homes over 5,000 square feet require custom quotes. Please give us a call at (602) 733-5000.

To help maintain your heating and cooling system, we offer free seasonal checkups to our warranty members. These are offered:
Fall: October 1st – November 30th
Spring: March 1st – April 30th

To schedule your appointment, call us at(602) 733-5000 during the free checkup period.

Yes. Our in-house technician team is available for the repair needs of your home beyond warranty services.

We offer a 20% savings to our warranty members on all services we provide in-house.

We want to hear about your experiences. Call us at(602) 733-5000 and ask to speak with our customer care manager or email customerservice@platinumhw.com.

Yes, payment plans are available for an additional processing fee. We offer the following payment options:
Yearly – no processing fee
4 month split – divided evenly over 4 consecutive months – $24 processing fee
6 month split – divided evenly over 6 consecutive months – $36 processing fee

If for any reason you’d like to discontinue your coverage, please submit the request in writing to customerservice@platinumhw.com. Be sure to include your name, property address, address to remit any payment and reason for cancellation.

To help our customers receive uninterrupted coverage, we have implemented auto renewal on our policies. If we have your payment information on file, this means you will automatically be charged to renew your policy and seamlessly continue coverage for the following year.

You can opt out of auto renewal on your initial order form, or you can contact us at any time to update this preference.

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