Platinum Home Shield United States Reviews - Platinum Home Shield sells home warranties, also sometimes called "home repair insurance." In exchange for a monthly fee Platinum Home Shield will pay to repair or replace any home appliance or system covered by your policy, like your refrigerator, stove or your home's HVAC system. You'll only pay a set service fee per repair.
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Platinum Home Shield Claims Process
If you have a home warranty through Platinum Home Shield, there are two ways to submit a claim.
You can report the issue through the online service request form, or you can call the service center at 602-733-5000.
The service center is staffed by live operators at all hours. If you need emergency service, the company asks that you call for immediate service.
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Platinum has repair technicians on call for urgent service seven days a week between 8:00 am and 5:00 pm. If the call isn’t considered an emergency, the company says it will “make every reasonable effort to be out to your property within 24 hours” or will aim to have a contractor out the next business day if you report the issue over the weekend.
Here’s what the claims process looks like:
When the company receives a service request, the customer support person stamps the time the request was received and schedules a service tech as soon as possible.
The service tech will visit your home and diagnose the issue. Repair vans are stocked with common parts, so if the part you need is on the van, the service person will install it immediately.
If a special part has to be ordered, the technician will return and install it after it arrives.
If the repair is beyond what the warranty covers, you can choose to bring in your own repair person or pay Platinum to do the work. If Platinum does the repair, you’ll be charged for it. If you bring in another repair person, you’ll have to pay the $75 fee for the service call from Platinum.
Platinum Home Shield Reviews
Platinum Home Shield is accredited by the Better Business Bureau (BBB) and holds an impressive A rating from the organization. Customers rate Platinum Home Shield almost a full 5 stars, with many glowing reviews. Platinum Home Shield leaves personalized responses to both positive and negative reviews.
“The service they provided was very professional and easy. The tech, Serena, was very professional and polite. She troubleshooted and explained the problem. She made the repairs and checked it to ensure it fixed the problem. I would highly recommend Platinum Home Shield to protect your home investment. We will be renewing our warranty once the current plan expires.” — Joseph S., 5 stars, 11/27/2019
“I began using Platinum 3 years ago and found them excellent. During the past two years, they’ve begun using their own repair folks and the service has improved even more. The repair folks have always been on time and have been friendly and helpful in explaining what they’re doing and what to expect. I’ve already recommended them to two folks and will continue to do so.” — Norm L., 5 stars, 4/13/2018
Our Conclusion
The This Old House Reviews Team rates Platinum Home Shield an 8.55/10. As a small, local home warranty company, Platinum Home Shield seems to have a good grasp on what Arizona residents need. For instance, the company understands the importance of air conditioning in a desert environment.
Platinum Home Shield also seems to live up to its customer service claims. The company offers a wide range of coverage, and the optional add-ons available make it possible for anyone to customize a home warranty.
However, the company only operates in Arizona, which means it’s not an option for the vast majority of U.S. homeowners. Also, the cost of a Platinum service contract is on the high side of industry averages. While it covers extras like pest control and re-keying, some homeowners may not want extra cost built into their premium to pay for extras they don’t actually care about.
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