9 Customer Reviews
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Review from Carly E
1 star12/11/2023
They are a scam! Do not buy a policy from these thief's. Deceptive language, insanely rude customer service.Review from Emily B
1 star10/12/2023
If I could give zero stars I would. DO NOT BUY A POLICY FROM THIS COMPANY. My furnace, which has been maintained properly since I purchased the home, is now emitting hazardous levels of carbon monoxide into my home. They said they will not provide coverage to replace the part that is at issue. There were numerous times that *******, the supervisor at the company, spoke untruthfully to me about this claim, both in conveying what the contractor allegedly told her and what my policy says. ******* told me I needed to use the contractor that they chose (did not allow me to chose my own contractor) despite my contract allowing otherwise. She also told me that the contractor (the one ******* told me I was required to use) specifically said that the issue was not "normal wear and tear", which is inconsistent with what he told me, so I called him to verify. He was adamant that he never once said anything about normal wear and tear. I asked him to send me a written diagnosis via email so it was clear exactly what his diagnosis was; again, it said nothing about normal wear and tear. Additionally, ******* would not allow a 3-way conversation with myself, the contractor and her, so there was no way to hold her accountable for her lies.Save your money. These people will deny claims for anything, even items that will lead to serious brain damage and eventually death, and will talk out of both sides of their mouth when coming up with fake reasons to deny your claims.Strongly suggest that anyone working with Silverback also record their phone calls with them as they will repeatedly lie to you. (**** law allows for one party to record calls.)
SilverBack Home Warranty, LLC Response
10/16/2023
We are sorry that you are dissatisfied with the experience. The independent contractor sent in pictures and indicated that this was very badly clogged and not normal wear and tear and was not maintained properly. Due to this reason, it was not able to be covered, but we hope we can turn things around and give you a better experience on your next claim. If you would like we would also have our owner give you a call for further clarification. Please **** hesitate to reach out if you have questions about coverage.Review from Clark P
5 stars06/01/2023
I have silverback for my primary residence and 3 rental homes. They do a great job! Always have a tech out same day if called in the morning and cover what the policy says they will cover without a fight. Highly recommend themReview from Melissa C
1 star02/03/2023
Negative stars. I got a one year warranty when I bought my house. From December 5 2022 to December 5th 2023. My dishwasher broke a couple of days before Thanksgiving. I thought I better hurry and call so that they can get me scheduled just right after the holiday. Of course nobody was in office so I left a message call back and they told us OK well this is whos gonna work on your thing were gonna have to take a deposit for the work. So I gave them the deposit *********** never called me to come and do the work after I called and called them with no response by the way I do leave messages. So secondly I kept calling back silverback warranty to figure out if we can get a new people to come look at the dishwasher or what finally got a hold of them and they says oh theres nothing we can do to help you now because originally you said it was plumbing that was a problem when really it was your dishwasher that was broken and I said well thats true I didnt know if it was plumbing for the dishwasher or the dishwasher well we had to close that account and open you a new one and now that we open to a new one its expired and we cannot help you theres nothing we can do to help you. I asked if theres a manager I could speak to and she said I am a manager and anybody else you might talk to you will back me on this. Theres nothing we can do to help you I said even though I put my request to be fixed before Thanksgiving and they said no no possible way we could help youReview from dreama r
5 stars01/17/2023
Agent was very informative and respectful of my time, They make everything easier and the peace of mind I have from using Silverback means everything to our family.Review from DB M
5 stars10/26/2022
I have never purchased a home warranty in the past, but we just bought a new home and it was recommended that I initiate a contract for this service. I chose Silverback and have been very pleased with their performance. Every time I call for a claim or question, I receive excellent customer service. The businesses that ******************** uses for repairs are top notch and always quick to respond. They perform excellent work and are extremely professional. I am very impressed with my Silverback home warranty.*******Review from Rebecca G
1 star07/01/2022
Deceptive language and poor customer service. We just bought a new home. The appliances were old, so we decided it would be good to get a home warranty. They advertise that they cover appliances of any age and that "unknown conditions are covered, if at the time coverage begins, the malfunction or defect is not known or could not have been reasonably observed by looking at or operating the system or appliance." We had an inspection agency look at everything in the house and had an **** company come out for an inspection and tune up. There were no major issues found that would have led us to believe our air conditioner would break, but it did about 2 weeks after the **** completed their inspection. I submitted a request to Silverback, and they denied the claim, stating that they only cover appliances in "great" condition and didn't consider our previous inspections or the fact that the air condition worked prior to us submitting the claim as fitting the criteria of a pre-existing condition that is not reasonably observed. When I called for clarification, the representative was condescending and dismissive. I tried to post this review on ******* but it was somehow blocked.Review from Jared U
2 stars06/15/2022
All though they have been easy to work with and prompt when calling to get contractors out to assist. I cannot overlook the fact that they changed the terms of the policy after we bought it. The contract that was agreed upon at payment was they would replace the furnace if it died. Ours did and they will not replace it according to our purchased agreement.They have a caveat in the contract stating that once payment (for the contract) is made the buyer is to agree to all terms and they have a right to revise terms of service at any time and we are bound to the new terms. After speaking with their representative they said the policy changed later that week to the new terms of paying less than what was agreed upon at time of purchase. The effective date of purchase was March 21,2022.Although they have the legal right to change their policy at any time. It is not ethical or good business to change terms of the agreement after an agreement has already been made and purchased. I would NOT recommend them and will have a conversation with our real estate agent, the seller's agent so they don't recommend this Warranty Company, along with leaving a review for the BBB.Review from JP
4 stars01/12/2022
We love using them and have them assist with both of our homes. We work with **** and ****. ****** communication is always so phenomenal and he is so helpful. Very knowledgeable team!
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