I purchased a house on May 20th 2009 from a seller who paid for a 13 month "Gold" warranty program from this company. It was a seller's and buyer's coverage, and the seller signed the contract on Feb 13th 2009. After closing, on one hot day when I had my painter working, I found out that the air conditioning system was not working. Called this company who brags about 24/7 service, was kept on hold for 25 minutes, and then agent Bruce at extension 724 says they cannot set up a claim since the air conditioning system was not working from the very beginning. He says the buyer coverage started from May 21st, and I need to prove that the air conditioning was working when I closed the house. Moreover he states that the seller did not have HVAC included in the contract. The "Gold" program clearly has a checkmark on both heating system/furnace and air conditioning system. The home inspection (which all buyers go through) of course checked HVAC prior to closing and was in working order. A buyer purchasing a home that came with a 13month home warranty program would naturally call the company when in need of help on items that was clearly covered in the contract. The company refuses to acknowledge the issue and attempts to ignore listing lame excuses. When I googled the reputation of this company - oh my god - I found so many people sufferring from their terrible service. I unfortunately am joining the pool of unhappy customers. Don't ever buy warrantee program from this company. Dont get misled into thinking that they give you a piece of mind. They just make you extremely unhappy.