These people are the worst in customer service and in the home warranty business. No contractors will work for them so they will have you hire a contractor to fix the problem then have you make the contractor call them, sit on hold for 45 mins to obtain authorization to snake a pipe. So pretty much its like having no home warranty, doing all the leg work yourself and in the end still end up paying for it just like if you had no warranty. User's recommendation: I switched back to American home shield and they are by far the best home warranty company. More expensive but well worth it.