Frequently Asked Questions

When I call in for service, what are the steps I can expect?

When you call in, your claim is time stamped and logged by a customer support person. We’ll work to schedule your service as soon as possible.

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’s 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.

Beyond the cost of the policy, what are the fees for service?

If repair needs meet coverage requirements, you’ll simply be responsible for the service fee.

If repair needs are beyond coverage requirements, you’ll 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’ll be charged for the cost of the repairs. If you opt for your own technician, you’ll simply be responsible for the service fee.

What’s a service call fee?

This is the fee the homeowner is responsible for paying when requesting service. The service fee applies per requested item and is due when the request is placed.

This fee helps cover travel, labor and diagnosis of the issue and applies regardless of whether the diagnosis results in exclusion from coverage.

How quickly will I receive service?

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.

Will you make the repairs within a single trip?

We aim 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.

If one of my systems needs service, will you likely repair or replace it?

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 I call after hours, what happens?

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.

Do you provide weekend service?

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.

What constitutes an “emergency” or “urgent” service need?

We consider any of the following to be an emergency:

  • no electricity, gas, water or toilet facilities to the entire home
  • no air conditioning, in extreme temperatures, when the unit is the only form of cooling to the entire home
  • a system malfunction that causes ongoing damage to the home
  • a condition that immediately endangers the health and safety of the occupants

How do you prioritize processing of claims?

We prioritize claims 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 do you use other companies instead of your own techs?

When possible, we use our own technicians for warranty claims. For some trades, including pools and roofs, we contract to other companies for their expertise. At times we contract work out in order to provide quicker response times.

What are some examples of covered items?

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.

What are some examples of non-covered items?

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 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.

How does Platinum determine whether something is covered?

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

Do you offer coverage for homes over 5,000 square feet?

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

What are HVAC checkups, and how do I schedule one?

To help maintain your heating and cooling system, we offer 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 checkup period.

Can you help with home services not covered by my warranty?

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

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

I have feedback about the service I received. Who do I contact?

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.

What are my payment options?

We offer annual or monthly payment. Paying annually saves you 10%.

I don’t want to continue my coverage. Who do I contact?

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.

What is auto renewal? Can I opt out?

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

You can opt out of auto renewal upon purchase, or you can contact us at any time to update this preference.

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