Category: Product Education

We live in the day and age of automation, don’t we? Automated emails, telephone prompt systems and AI systems are the norm. All that tech advancement can be amazing. And, it can leave us craving… a little more humanity.  

That’s why – in this age of automation – we decided to go slightly old school. Instead of shooting off an automated email survey, we created a more robust customer care program. It’s a key reason we’re worth your while.

What is Customer Care?

It’s our way of making sure homeowners are happy and receive the top notch service they deserve. After each and every service call, we pick up the phone and check in to make sure our work is up to par and the homeowner is happy. If for any reason they aren’t, we’re able to take care of things right away.

Why does it matter?

• We close the loop

Top notch service is our norm, but we know we’re human too. On the rare occasions when our service is less-than-stellar and homeowners aren’t happy, we absolutely want to know about it. Our customer care follow up program helps us make sure that any lingering issues don’t fall through the cracks; instead they reach proper resolution. Our homeowners rest assured knowing that they have the opportunity to be fully heard.

• We keep raising the bar

We want to keep improving the service we provide, and homeowner insights are invaluable in helping us get better and better each day. Our follow up program keeps the lines of communication open with homeowners — many of whom help us see ways we can evolve our business and become even better at what we do.

• Our team stays motivated to help

Some of the most meaningful feedback we can give our team members comes straight from homeowners. We love the chance to give our team proper kudos where they are due, and our customer care program helps us find out when each team member deserves an extra round of applause. This, of course, motivates us to better help you.

In a nutshell, our customer care program helps us be better at helping you. It takes extra time (and team members) to make a personal call after each and every claim, and it’s certainly not the norm in our industry. Still, we believe closing the loop is essential, and we want to make sure our homeowners are happy!

Want to know more about customer care or our home warranties? Reach out — 602.733.5000 or [email protected]

Above and beyond specific home warranty plans, we want to share with you the less technical characteristics that are important to us — the ones that make the biggest difference in your overall experience when needing to use your home warranty provider. You probably know how home warranties and insurance work — and you know that you may never even need service once you purchase. Yet we want you to be familiar with us as your go-to experts and trusted partner when you do. Here’s what makes us stand out.

Not Your Typical Home Warranty Company

Most other Phoenix, Arizona home warranty companies send all of their claims to outside vendors. They may boast huge networks yet that just means they don’t ultimately know the quality of the company or the repairman that’s going to show up at your door. 

We operate a bit differently than your typical home warranty company — we have our own in-house technicians who service HVAC systems, plumbing, and appliance claim repairs. Our core team of in-house partners is local and vetted. What can you expect from Platinum Home Warranty technicians? Here are the top qualities we insist on:

• Trustworthy — Someone you’re comfortable having in your home
• Expert — You will only be connected with someone who intimately knows the issues you need to have repaired
• Reliable — Gives you a heads up when on the way and shows up on time
• Dedicated — Ready to serve and consistently goes above and beyond to address your concerns
• Friendly — Treats you and your home with kindness and care

With Platinum Home Warranty, the technician who shows up at your door will absolutely be someone we know, and someone you can trust.

Customer Care

Do you like built-in opportunities to give feedback, and a company with a strong customer care and follow-up program? We’re here for you and we:

• Answer the phone because we really want to help
• Supply quick scheduling with the right technician
• Give the utmost confidence that your maintenance concerns will be handled 100% to your satisfaction
• Take pride in our work
• Follow-up with a phone call to make sure you’re completely satisfied

The Platinum Perspective

We guarantee these are the things that set us apart from our competitors — we truly believe these factors make the difference for the best service experience. A great home warranty is the people behind that contract and the resulting quality of repairs and your satisfaction. Let us help you make it easier by putting a smile on your face and making your day, even when that day began badly with something broken!

Contact us to find out more about our expert, trusted team!

“It can wait!” is the typical phrase we all say when confronted with a home repair. It’s easy to justify putting off a necessary service like thermostat, plumbing or a disposal upgrade because of time constraints and cost. Unfortunately, when these simple fixes are ignored, the problem can worsen and cause extreme inconvenience in the long run.

Being up to date with repairs is not only important for the home that you’re living in, but also the home you’re selling. You don’t want issues to appear when you put a property on the market or to sneak up in the middle of the process. The real estate market is hot right now, and when going through a transaction – there is no room for delay. Buyers notice the details: numerous fixes and to-do’s can add up in their mental checklist and result in a ‘no’ when trying to close a sale.

There are many reasons to fix up a property but here are some of the main reasons why it’s important to stay on top of things:

Safety First 

A lot of issues around the home are not only an eyesore but they can be extremely unsafe and unsanitary. For example, ducts and coils in your air and heating system that are not regularly maintained, can seriously affect air quality. It’s important to pay attention to all ventilation systems to ensure that the environment is safe – for you and prospective buyers.

Value 

Few will consider investing in a property that has insurmountable damage or issues to address. Though fixer-uppers can be fun, many who are looking to purchase a home want to see the value upfront versus the potential. By repairing and upgrading your home as soon as problems arise, it simultaneously increases the quality of the space.

Aesthetics 

Despite the message behind the adage – people tend to judge a book by its cover. A home is no different, and first impressions are everything. If you’re thinking about selling your property or are already in the process, it’s important to be mindful of what disrepair will communicate to prospective buyers. Outdated plumbing fixtures, broken disposals and disheveled cooling units give off the wrong impression. By staying on top of these issues, you’ll always put your best foot forward.

Efficiency & Function

Now, more than ever it is crucial to make the most of your resources. Faulty machinery and systems not only cause frustration, but can also negatively impact your bottom line. For example, an A/C unit that is worn or not functioning properly can result in a hefty bill when trying to cool a home. By contacting a technician immediately, you save yourself money and time. Functionality is one of the most important factors in property management, and it makes all the difference when it comes to ease and comfort.

Despite all of the reasons to address repairs – it still can feel daunting to commit. One common deterrent of scheduling a service is connecting with a reputable technician. With the amount of online reviews, websites and links to comb through – it’s no surprise that the task can seem overwhelming. Here at Platinum Home Warranty, we vouch for the most honest and reliable businesses. The process for getting it taken care of is simple: fill out the online form and explain your request, then submit a flat fee of only $50 dollars! The Platinum Concierge team takes it from there; they search their database for the best technician for the job and loop you in.

Worried that the task won’t fit into their scope? The variety of services that they offer, covers most home repair issues, and you can rest assured that each technician is an expert in their field. From A/C repair, fixture upgrades to water heater service, and duct cleanings –  we’ve got people who can help! You want a trusted expert to access and solve the issue without tedious scheduling, cost loopholes or inefficiency. When seeking a fair and dependable solution, Platinum Concierge can help.

As a homeowner, you have a choice to make — how will you handle repairs for your home systems and appliances? Will you put a game plan in place from the get go? Will you work with a handyman as each need arises?

It may not come as much of a surprise — we’re fans of home warranties around these parts. What may be less obvious are the reasons why. As you shape your own pros and cons list, be sure to take these factors into account.

Why choose a home warranty over a handyman?

• Manage expenses — A big upside to home warranties is the ability to better manage expenses. For covered items, you’re responsible for the trade call fee ($75 at Platinum) instead of the full cost of repairs. This helps you budget more effectively and makes it less likely you’ll be caught off-guard with a massive bill.
• Trusted technicians — When you work with us, you know you’re working with a trusted technician. We’ve extensively vetted anyone we send to your property to make sure they know their stuff. When you hire a handyman, it can be a bit of a gamble. It’s hard to know the expertise and experience of the individual.
• Quality of service — With a home warranty, you have a full team at the ready to assist you. Though we can’t speak for all companies, we can say — our customer care team does a top notch job making sure they keep the lines of communication open — from getting you scheduled appropriately to making sure you’re happy post-service. We promise to deliver a professional and respectful service experience.
• Supervision — With a home warranty, you have a clear team who takes responsibility for the work performed. If repairs aren’t made up to your standards or issues persist, we’re here to take responsibility and ultimately ensure the problem is resolved. If you hire a handyman, who will you go to if you aren’t pleased with the quality of the work? How can you ensure that your repairman won’t just fade away?

It’s ultimately up to you to decide how to address your home repair needs. Here are some words from a few homeowners who found that a home warranty was right for them…

We did lots of research and finally picked Platinum Home Warranty. We are so happy with our decision. After a couple of months in our home our main bathroom started backing up in all drains and the toilet. It was scary to think of what the cost would be to have it repaired… They had a tech out within a few days and everything was working great!… I can’t say enough good things about PHW. We are so glad we went with them!

– Heather H.

We’ve had a great experience with Platinum. Friendly reps and service people, and professional service and repair work. So glad we have this warranty program, its already saved us a ton in unexpected appliance repairs.

– Melissa E., Phoenix

I have been with Platinum for a year. It is time for renewal and I am happy to renew! Over the past year we had a hot water heater issue, Platinum sent out someone who was professional and courteous and he was able to fix the problem… I did not have to wonder who should I call, what should I do, can I trust someone I find online?? No worries, I just call Platinum.

-Wendy L.

“My husband and I actually debated about whether to buy a home warranty on our house, but we did. Within the first six months, there was a problem with our air conditioning. We are sure glad we did make the decision to get a home warranty with Platinum because we saved thousands of dollars in repair costs. The speed with which our air conditioning issue was addressed was amazing. They were out at 7 AM the next morning to diagnose the issue and immediately recharge our unit. Then within a week our part arrived, and the unit was working perfectly. No hassles at all.

-Erin H., Phoenix

 

Within this post, we’ll take a look at a typical heating and air conditioning system. What are all those parts, and what do they do? What’s covered in our home warranties, and what’s not covered?

Compressor [covered] – A mechanical device that circulates and compresses refrigerant.

Liquid Lines [covered, when accessible] – A copper pipe that transports refrigerant.

Condenser Coil [covered] – Removes heat from refrigerant after it has been pressurized and heated in the compressor.

Outdoor Thermoexpansion Valve (TXV) [covered] – Controls the amount of refrigerant flowing in the unit.

Filter Drier [covered] – Absorbs and captures contaminants and physically filters the refrigerant.

Control Board [covered] – Regulates the amount of power supplied to the parts of the A/C unit.

Capacitor [covered] – Holds then releases a boost of power to get the air conditioner running.

Disconnect [covered] – Allows power to be completely shut off from the unit.

Contactor [covered] – Used for making or breaking an electrical circuit.

Condenser Fan/Motor [covered] – Moves air across the condenser coil to cool the refrigerant which helps it turn back to a liquid from a gas state.

Furnace [covered] – The furnace is a large indoor unit that produces and delivers warm air in your home. It moves air through the ducts and vents into rooms. This unit is usually housed in the garage, attic, or closet.

Heat Exchanger [covered] – The heat exchanger is a set of tubes or coils within the airflow of a furnace that heats air.

Evaporator Coil [covered] – Within a heating system, evaporator coils converts warm air to cold or cold air to warm air. They require regular routine maintenance and cleaning. Without such maintenance, dirt and debris can cause the system to malfunction, resulting in poor cooling or heating.

Plenum [Not covered] – A box connecting to the HVAC system that helps distribute heated or cooled air through ductwork.

Heating Elements [covered] – Used in electrical heating. Air blows over the element and heat is transferred to the air and blown into the inhabitable space.

Heating Relay [covered] – Controls the voltage in a sequence.

Blower Motor [covered] – Moves the blower wheel to circulate a volume of air for heating and cooling.

Transformer [covered] – Reduces the amount of voltage to the unit.

Power Relay [covered] – Controls the voltage in a sequence.

Fuse Panel [covered] – Contains fuse that protects the low voltage. In the event of a power surge, the fuse will blow and will protect the transformer or other electrical components.

 Return-air Duct [Not covered] – Duct used for recycling air from the inhabitable space.

 Filter [Not covered] – Removes particles from the air (dust, dirt, allergens, etc).

 Blower [covered] – Attached to the blower motor and helps circulate air through the home.

What is covered under a home warranty?

Some of the main items covered include thermostats, motors, capacitors, filter dryers, fan blades, compressors, coils, boards and valves.

For complete details, be sure to look at our terms and conditions.

What isn’t covered under a home warranty?

Some of the main items not covered include registers, grills, drip pans, filters, disposal and/or recovery fees and mismatched equipment or improperly-sized equipment.

For a comprehensive look at what isn’t covered, be sure to look at our terms and conditions.

What regular maintenance is required to keep your warranty valid?

Filters need to be changed monthly. Coils need to be cleaned one to two times per year. And, all other maintenance required by the manufacturer to keep systems running at peak performance must be performed.

What are heating and cooling checkups?

To help maintain your heating and cooling system, we offer seasonal checkups. This 20-point check reviews some of the major components of the system to ensure it is up to par for the season. 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 checkup period.

If you have questions regarding coverage, please give us a call at (602) 733-5000.

And, if you’re looking to keep your heater in top shape, be sure to take a look at this related blog post: Winter Furnace Maintenance.

We certainly do!

But, guess what? That’s NOT the industry norm! Many companies do NOT classify lack of air conditioning in extreme temperatures as an emergency requiring expedited service.

Not cool! — pun intended 😉

At Platinum, if your AC unit goes out in summer — and it’s the only form of cooling in the entire home — you can count on us to deliver expedited, emergency service. 

You can keep your cool, because we’ll get you cool!

Our new home warranty plans and website are here, and we want to give you an overview.

1. Our plans are now called Bronze, Silver and Gold.
We’ve made it easier to understand our coverage tiers with clearer names.

2. Platinum Plus is included in our Silver and Gold plans.
Due to Platinum Plus’ popularity, we’re including it in two of our coverage tiers!

3. We’ve shifted our plan structure for better customization.
Washer/dryer and refrigerator are included in Gold, and pool is an add-on for all plans to make customization easier.

Our sales team is ready to assist with any questions and walk you through the updates!

Call us at 602.733.5000, or reach out to your specific rep.

PS — You’ll find new marketing brochure here. And, for our refreshed Terms & Conditions click here.

Thanks for all the good feels in 2018! We’re glad to be the choice of homeowners like you!

Are you new to home warranties? Or, are you just looking for a bit more information on what a home warranty is and what you can expect? Whichever boat you’re in, let’s take a quick look at some basic questions our customers ask us.

What is a home warranty?

Warranties are service contracts that cover repair and replacement costs of systems and appliances in your home that break down due to normal wear and tear. Depending upon the plan you select, coverage may include dishwashers, plumbing, electrical, heating and more.  Our different policies allow you to choose a program that works for your specific home and your budget.

Why do I need a home warranty?

A warranty saves you from unnecessary headaches. Unexpected repair or replacement costs can throw a wrench in your budget. Finding an approved and insured contractor to solve your problem can be stressful and inconvenient. When you have a home warranty, you no longer have to pay high retail prices for your repairs, and you have a reliable technicians at your fingertips.

What happens when I need service?

When a covered item breaks, simply call us to schedule an appointment. We’ll get one of our trustworthy, in-house technicians to your home soon. At that time, we’ll diagnose the problem, and you’ll be responsible for the set service fee. If the repair needs meet coverage requirements, the repairs will be made at no charge beyond the service fee. If the repair needs are beyond coverage requirements, you will be responsible for the additional cost and given the option to have our reliable technician make the repair, or you may arrange for your own vendor.

What are we doing here?

Well, dang. That’s quite the lofty existential question, ain’t it? Not really what you expected from a home warranty company’s blog 😉

Don’t worry, we’re not going to get too philosophical or angsty ‘round here, though. In truth, we’re grateful to have a good deal of clarity about what we’re doing as a company. And, we believe that makes a world of a difference in terms of the way we are able to help you — our homeowners and partners.

Here’s what we’re up to…

 

What about that elephant in the room?

Wait, what elephant? 😉 Okay… yes, we’re well aware that home warranty companies aren’t generally known for trusted experiences and stellar service. Frankly, we aren’t okay with that. We’re here to pave a different path.

That means, these aren’t just statements plastered on a wall. We know that while it’s bold to put pen to page and commit to an ambitious vision as a company, that’s sort of the easy part. It’s 10x harder to truly make that vision a reality. But, it’s critical that we do so.

 

So, how do we measure up?

Well, we’re proud to say, our customers’ words tell us that we’re on track.

 

We’re redefining homeowners’ perceptions of home warranty…

“We have never had a home warranty before but our real estate agent secured one for us when we purchased our new home. In the 5 months since we have been in our home we have called twice for service. Both times a repairman was at our home the next day and the necessary repairs were made. It could not got any easier and it has certainly changed our minds about this type of service. We will definitely continue with them in the future.”

– Colleen R., Chandler

 

“I have always been pretty skeptical of home warranty companies but when I bought my house the Realtor made the seller pay for most of it. I have called them twice now and I could not be more pleased. Absolutely amazing!!!”

– LeRoy H., Surprise

 

“Platinum has been wonderful. I am so glad that I decided to go with them (upon my realtor’s advice) when closing on my home. The seller paid for the policy and I had fully intended on using it for the year and then not renewing, however, I was so pleasantly surprised that I renewed after my year was up! I have had home warranties before and been unhappy, but Platinum is AMAZING!! I have renewed twice and will continue to as my home is getting older and because they ALWAYS come through!!!”

– Phebe W., Chandler

 

We’re outdoing other companies…

“After owning a house over a combined 15 years we have used a few home warranty companies that in the end always fell short. We’ve had Platinum Home Warranty a year now and they go the extra mile with personal service, top notch contractors, and a local office where people answer the phone. We love their staff and service!”

– Jason S., Phoenix

 

“Having dealt with several warranty companies over a span of more than 20 years, I can unequivocally say that Platinum Home Warranty is the best around. Their service people are professional, prompt & explain the “techie” stuff in layperson’s terms (w/o being condescending) & their customer service reps are always courteous & responsive. As part of their service they come to your home twice a year, free of charge, to check your a/c for the summer & your heating for the winter. And just as a added touch, they gift you an air filter & a package of 9v batteries. I would highly recommend them.”

– Alison M., Cave Creek

 

“I have been with Platinum Warranty for at least 7-8 years now. I’ve used numerous home warranty companies and I have to say that Platinum is by FAR the most user friendly, responsive, polite and courteous home warranty company I have used. Great coverage/great service/great people all in one company. Highly recommend!”

– Kirk S., Peoria

 

In this world in which home warranty companies aren’t exactly known for stellar service or transparency, we are indeed paving an entirely different path. And, we’re especially grateful for each and every homeowner that gives us the opportunity to do just that, and lets us know we’re on track!