We bought a house in September. It was a bank owned home and before they could sell it they had to have a new boiler put in. The bank hired the cheapest contractor to replace it and left it at that. Our realator suggested we get a home warranty in case we have problems with the boiler. We have been having problems with the boiler. We called and made a claim and the next day someone contacted us to get the problem resolved. When the company showed up he was a furnace technician and we have a boiler. They are not the same thing. He spent most of the time on the phone trying to find out what he neede to do, instead of saying oh we will have a Boiler tech. come out and fix the problem tomarrow. After about an hour of just LOOKING at it trying to figure out what was wrong he said well we are gonna replace the pump to your living room zone because we think its bad. Good news is, is that it actually was bad. He said when they get the pump in they will send the boiler tech out to replace it. Next day the SAME GUY showed up with the "ordered pump part" and proceeded to try to replace the pump. Again instead of sending someone who knows what and how boilers work they sent the FURNACE guy. He finished replacing the pump and left. Ever since he left we've had minor problmes with getting the zone to heat and cool right. After about 39 days the pump they replaced quit working all together. I called Alliance thinking they would send a work order back to the company to come and replace it the right time again. I was WRONG. If I want to have someone come out to fix what they already fixed I have to pay them AGAIN. Even if it's the same pump they "fixed" because it has been over 30 days I have to file a new claim and and pay again if I want it fixed. This whole problem couldn've been fixed if they had sent someone who knew what he was doing and what needed to be done the first time. I've read some of the other complaints and it sounds like if you do need to have something fixed again because it wasn't fixed right the first time, Alliance will just ignore you for 30 days and then say "Oh it's past 30 days file a new claim". I have 4 small children and no heat in my family room, kitchen, or downstairs. It's December and it snows a lot where I live and the weather isn't warm. I am not going to go through Alliance Home Warranty to get this problem fixed. I'd rather spend 300$ of my Christmas money to get this fixed the right way than keep having to deal with Alliance. Terrible Cusomter Servie, No Integrity, Rip off. Never again will I go through them for ANYTHING!!!

The company they called to fix it was CDM Mechanical. I will never use them for anything either. Both are terrible companies who don't care at all for their customers.

When I called Alliance to have our furnace repaired, they sent the request over to a contractor that took over three days to contact us. Each day we waited with no response, Alliance assured me that we would be contacted and that they would not contact a different contractor. Once the contractor did show up, they were clearly incompetent. Only at that point would Alliance assign it to another contractor who was able to fix the problem, but before we had been without a furnace in the winter time for just over three days. As I enquired more into their practices, Alliance says they have 48 hours to respond to any claim unless it is shown as being serious, in which case they have 8 hours to respond. That does not mean that they will have a contractor on-site within that timeframe, it means that they just need to "respond" to your request during that time. They also use local temperatures to determine if it is considered serious or not. Since our temperatures were in the 40's and 30's over night, they did not classify it as being serious. Bottom line is to be careful in reviewing the contract and understanding how long a home warranty company has to respond.

When my heater broker on Dec. 3, Alliance had me contact L&S A/C and Heating from Henderson. This company took 7 trips and 34 days to repair the heater. This was in the month of December. Only after I contacted my own contractor who recommended a new heater unit did they take any action to help solve my problem. I was on the phone waiting for hours trying to get help. The contract says Alliance will repair or replace broken applicances. It was my mistake to assume that it would be in a timely manner. Surely, the service should be completed within 24 to 72 hours - not 34 days. When I suggested that I try another contractor, Alliance says that the process would start over and take even longer. Only when I contacted my own contractor to replace the unit did they take any action. My good tenants suffered hardship and I lost a month rent. I will never use this service again - nor First American with whom they seem to be affliated.

I contacted Alliance Home Warranty on Tuesday, June 27 to arrange for service of a stovetop that was not working properly. A repair person contacted me and arrived the following morning. He came in and asked if I had been told that they (his company?) didn't usually work on stovetops but he proceeded to check my stove's burners. I explained that the burners sometime ignited and often did not. After a two-minute look at the situation (much in the cursory way that an inexperience person would examine it) he concluded that we needed to replace the knobs. He said that he would see if it was covered under my home warranty and call me back (which he never did). I researched and found that knobs were not covered so I ordered them from an appliance supply store. Meanwhile, I called the manufacturer and explained the situation. I was told that it did not seem to be an issue with the knobs. The Alliance repair person hadn't investigated beyond the knobs and really had no way of knowing if in fact that was the problem. I called the repair company to see if the representative could come back to check something else and was told that they would check into it and call back. I never heard from them even after calling twice.

I called Alliance and was told that they couldn't do anything until I received the knobs. I explained that I am selling the house and needed to address this within the next week. The claims rep kept repeating that they would be glad to send someone out later (after my departure) and did not listen or offer any other possible options to resolve the issue.

This whole situation could have been avoided if Alliance sent out more experience and thorough repair people. The impression is that Alliance finds the lowest bidder regardless of the lack of experience, knowledge, and negative approach to customer service. Perhaps this is reflective of Alliance's approach to customer service. I will never use this service again.