Home warranty companies can be great for rental properties, but they can also lead to frustration. Make sure to read the fine print in your home warranty policy to understand what is and what is not covered. Also, the cheaper home warranty companies tend to have substandard service professionals and therefore we recommend selecting one of the more reputable companies in your area.
The good news is that our maintenance coordinators work with all home warranty companies (unless it's an after hours emergency), with the following guidelines:
- Requirements to submit a request: Under service professionals, please add your home warranty company with the (1) call number, (2) policy number, (3) dates for the policy, and (4) policy holder information.
- Handling of emergencies and urgent requests: In MOST cases, a home warranty will not follow through with the required turnaround time for emergency situations. We have seen too many cases where they say "we will call you back in 2 hours with a service professional" and the 2 hours becomes 2 days as once assigned, the vendor has 48 hours to contact the tenant to schedule . Tenants can get very upset about this type of situation. The maintenance coordinators may possibly go outside of your home warranty company. Based on the situation, they use their best discretion to preserve the safety of residents and prevent damage to your home.
- Billing and payment process: We highly recommend that your credit card is on file with the home warranty company and you provide authorization to have it charged for every service call. If you want Hemlane to pay rather than leaving a card on file, then you must follow our payment and billing process. Please note that we are using proxy credit cards (temporary credit cards to keep your account information encrypted) and additional fees may apply.
Once the home warranty has assigned a service professional (vendor to them), we lose a huge amount of visibility. Once the warranty confirms that they've assigned a vendor (they rarely give us the vendors direct contact), we will notify the tenant with the vendor's name and contact number (if provided) and move the work order into a completed state . This work order will automatically re-open if the tenant reports that the issue hasn't been fixed yet.