Hey everybody, The C4 Elite Real Estate team is back with Chad and Adam from Ibex Home Warranty. I wanted them to walk us through the process or making a claim with a home warranty plan.
[su_button target=”blank” style=”stroked” background=”#1913d0″ color=”#fffdfe” size=”11″]Click Here to start your online search[/su_button]
Home Warranty Plan
Let’s say I am a homeowner and my hot water heater goes out. What do I do? Who do I call? What does that process look like? Chad says: “What we find is water heaters do not generally go out between the hours of eight and five. Ibex is a 24-hour company. A homeowner in Box Elder called in on a Saturday morning. They were getting ready to shower and doing their thing and Bam, the water heater is not working. So the homeowner calls the 800 number because we are available 24/7. One of our friendly customer service reps takes the call and then they determine what needs to happen. In this case with the water heater, we need to dispatch the plumber. So our customer service department will reach out to one of our contractors who we have vetted. We make sure that the contractors we are sending into your home are people we would have into our own homes.”
We have done a good job of making sure that these are qualified contractors who do a great job. Next, the contractor goes out to your home. The homeowner pays a $60 service call fee and we assess at that time what needs to happen. In the case that I am talking about with the water heater, it needed to be replaced. On a Saturday, we got a new water heater in and took care of everything from the expansion tank, seismic straps, drip Pan and the haul away. The homeowner only had to pay $60. This is unique to our company.
Other companies may charge for the expansion tank, seismic straps, drip Pan and the haul away . It’s not uncommon for those costs to run $300-$400. We want to make sure that the homeowner has a very easy experience with us from calling in all the way through repair. And in a case like that, it took only a day to be able to get it done. The goal with our company is to make sure when a homeowner calls in with a service request, we can get out there. Same business day or next business today. It does depend on when they call in, however, we aim to make sure that homeowners get taken care of.
How long Until a Tech Goes to House?
I wanted to know what would happen in if 5 people called on the same day with a heater issue. The answer was, we can get out. We averaged the same day this summer. If the call comes in before 4PM we can almost always can get a tech out the same day, We occasionally get phone calls as late as 6-7PM. Adam explains how he and Chad will deliver portable AC units all along Northern Utah if necessary. Especially if the tech cannot go to home until the next day. We have portable heaters, air conditioners, whatever we can, we’ll drive around. Fortunately, we do not t need to do that because we can get somebody out there that same day.
How Many Contractors are Available?
We have several vendors in each technical skill. Nobody should have to wait more than a day. When you are on Google you can read our reviews. People leave reviews about how fast we are, sometimes we are there within an hour. A customer called in a couple nights ago at 1230 and their HVAC system, went out. We were able to get portable heaters to them. And then our tech was there first thing in the morning so they did not have any time without heat. We are out there super quick to be able to take care of them. We are absolutely committed to it. While we we like to have fun with the customer service side of things, we are dead serious about our customer service
Great Customer Service
Finally, Adam says “When you at C4 Elite Real Estate recommend us, we want to make sure that we are providing a great service so it does not reflect negatively on you. So we appreciate what you do and the quality of work you do. We want to also represent it in such a way that it looks good on you and the whole experience too.”
Be sure to check out Part 1 of the Home Warranty blog. You want to find a Home Warranty company that is a good fit for you. There are many choices out there. Be sure to read about what is covered, what is excluded and prices. If you find another Home Warranty plan that is better for your needs, please be sure to let us know. Here at C4 Elite Real Estate Team we can help research and negotiate a warranty.