Millions of American homeowners purchase home warranties to protect from a furnace, air conditioner or kitchen appliance breakdown.
But one couple is furious, saying the warranty they bought for peace of mind has turned them down when they need it most.
Corey Kessell says his 25-year-old central air unit started blowing warm air one day.
"The AC line was hot. There was no moisture or condensation on it," he said.
Thought home warranty would replace
Kessell and his wife Kristi thought their $400 warranty from Choice Home Warranty would take care of it, with their promise of, "If we can't fix it, we'll replace it."
So they were stunned when the company denied their claim.
"They said it was due to homeowner neglect, stating we didn't take of it, that corrosion had built up around the sensors and so forth," Kessell said. "They were basically handing it back to us, that it was our problem, not theirs."
Kristi Kessell says a phone rep was more blunt with her: "She said it was too old, and they will not replace it."
This is a common complaint with home warranties. People buy them because their appliances are getting old. After all, you don't really need one a year or two after you replaced all your kitchen appliances or air conditioning.
We contacted Choice Home, and the company issued a statement saying claims are never denied simply due to an appliance's age. The company also promised to re-examine their claim.