Platinum Home Warranty is a small player in the home warranty industry, only offering home warranty plans in Arizona. The company was incorporated in 2011 and is based in Scottsdale.
Here’s what makes Platinum different from most home warranty companies:
- Platinum Home Warranty hires and uses its own staff repair technicians. Other warranty companies contract with third-party service providers.
- The company puts a heavy emphasis on customer service. After every service call, a Platinum employee makes a follow-up phone call to check for customer satisfaction.
- The service center is local. Unlike most home warranty companies, which operate in multiple states, Platinum Home Warranty serves only Arizona. Its call center is also located in Arizona.
The This Old House Reviews Team has investigated dozens of home warranty companies so that we can provide you with unbiased information about your best options. In this review, we’ll do a deep dive into Platinum Home Warranty and discuss plans, coverage specifics, and pricing and offer our recommendation for the best home warranty.
Platinum Home Warranty Plans and Coverage
Platinum Home Warranty offers coverage for:
- Single-family homes under 5,000 square feet
- Condos, townhomes, and mobile homes
- Duplex, triplex, and fourplex buildings
- Single-family homes larger than 5,000 square feet
- Newly built homes
Customers can choose from three levels of plans: Bronze, Silver, and Gold.
Platinum Home Warranty Plans
|Systems and Appliances||Bronze||Silver||Gold|
|Air conditioning system||✓||✓||✓|
|Water heater (up to 80 gallons in size)||✓||✓||✓|
|Toilet tank and bowl replacement||✓||✓||✓|
|Electrical panels and breakers||✓||✓||✓|
|Light switches and electrical outlooks||✓||✓||✓|
|Oven / range||✓||✓||✓|
|Exhaust fans / ceiling fans||✓||✓||✓|
|Garage door opener||✓||✓||✓|
|Additional modification coverage||✓||✓|
|Improper installations and mismatched units||✓||✓|
|Additional plumbing coverage||✓||✓|
|Enhanced garage door coverage||✓||✓|
|One pre-season HVAC system check-up at no additional charge||✓|
Note: Customers who purchase the Bronze or Silver plan can add coverage of their laundry appliances or refrigerator.
Homeowners can also select optional coverage for the following items:
- Clothes washer and dryer
- Refrigerator and icemaker
- Built-in pool and spa
- Additional pool or water feature
- Saltwater pool system upgrade
- Septic coverage
- Soft water system
- Drip and sprinkler system
- Additional dishwasher
- Additional garage door opener
Platinum Home Warranty also offers coverage for a guest house, whether it’s a detached unit or an attached unit.
In addition to offering home warranty coverage, Platinum Home Warranty has other services available. Warranty customers receive a 20% discount on non-warranty services they have performed by Platinum’s in-house technicians.
Platinum techs are available to perform:
- HVAC coil cleanings and duct cleanings
- Plumbing fixture upgrades
- Plumbing leaks and blockages services
- Thermostat upgrades
- Garbage disposal services
Homeowners can also purchase water heaters and air conditioning units through Platinum Home Warranty. The company offers low-interest financing for these purchases.
Platinum Home Warranty Pricing
When you purchase a home warranty, there are several different expenses you need to be aware of: the premium, service fees, and coverage caps.
All home warranties charge a premium, which is the monthly or annual cost of purchasing the contract. On average, home warranties usually cost between $300 and $600 per year, depending on the level of coverage.
The premium for a basic warranty from Platinum Home Warranty is on the high side of industry averages. However, Platinum Home Warranty’s basic plan covers things like pest control and re-keying, which are not normally included in basic plans.
For a single-family home under 5,000 square feet, Platinum Home Warranty’s premiums are as follows:
- Bronze: $479 per year, or $45.91 per month
- Silver: $599 per year, or $55.91 per month
- Gold: $779 per year, or $70.91 per month
If you pay the lump-sum, once-a-year payment, you could save 10% compared with making monthly payments.
When a covered appliance or system fails and you report the issue, the home warranty company sends out a repair technician. You’ll have to pay a service fee, or deductible, for the repair visit. On average, companies in this industry charge service fees between $75 and $125.
All Platinum Home Warranty plans set the service fee at $75, which matches the industry average.
Warranty companies also set a limit, or cap, on how much they will pay for many repairs or replacements. The caps vary by appliance. For instance, a home warranty company will usually pay more to replace a heating system than an oven.
Platinum outlines its coverage limits in the terms and conditions of the contract, which is available online, but here’s a look at what some of those coverage caps look like:
- Repair/replacement of HVAC unit: $2,000
- Repair/replacement of water heater: $1,500
- Repair/replacement of electrical system: $1,500
The Premium Plus coverage also places limits on some of the covered services. These caps include:
- Crane fees: $250 per contract term
- Permits: $250 per contract term
- Haul-away fees: $100 per occurrence with a maximum of $500 per contract term
Platinum Home Warranty Quote Process
The Platinum Home Warranty website clearly outlines the cost structure and options for most homes it covers. That makes it easy to determine what your desired coverage would cost.
To purchase Platinum Home Warranty coverage online, click the “Order Warranty” button on the top of the website and fill out some basic information to see the annual or monthly cost of your desired service contract. Owners of very large homes or people buying newly built homes can call the company to receive a customized quote.
Platinum Home Warranty Claims Process
If you have a home warranty through Platinum Home Warranty, there are two ways to submit a claim.
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.
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 Warranty Reviews
Platinum Home Warranty is accredited by the Better Business Bureau (BBB) and holds an impressive A rating from the organization. Customers rate Platinum Home Warranty almost a full 5 stars, with many glowing reviews. Platinum Home Warranty 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 Warranty 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
The This Old House Reviews Team rates Platinum Home Warranty an 8.55/10. As a small, local home warranty company, Platinum Home Warranty 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 Warranty 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.
Our Preferred Provider: American Home Shield
Our research team recommends American Home Shield (AHS) for home warranty coverage. The company has been in business since 1971 and services 49 states, except for Alaska.
American Home Shield offers three different plans: ShieldPlatinum™, ShieldGold™, and ShieldSilver™. The ShieldPlatinum plan offers the most comprehensive coverage, protecting 23 essential home systems and appliances.
When it comes to customer service, American Home Shield boasts prompt response times, claiming it responds to requests within 24 hours 98% of the time. Homeowners can also choose their own service fee ($75, $100, or $125). Opting for a higher service fee translates to lower monthly costs.
Our Rating Methodology
The This Old House Reviews Team is committed to providing comprehensive and unbiased reviews to our readers, and we aim to provide transparency in our review standards and research process.
Our research process includes speaking with representatives from more than 40 home warranty providers, requesting quotes, and asking clarifying questions to gain insight into each provider’s benefits and downsides. We also analyze sample contracts from each company to understand specific coverage terms.
To rate companies, we apply the data we have gathered to our review standards. These standards are on a 100-point scoring system, which is detailed below:
- Coverage (35 points): Providers are scored based on breadth and depth of coverage. We focused on key home systems (HVAC, plumbing, and electrical), essential appliances (refrigerator, ovens, and laundry machines), and unique coverage items (such as roof-leak coverage and code violation allowances). Coverage scores are weighted by taking into account coverage caps and other limiting factors, meaning providers with greater range of coverage and higher coverage caps score the highest.
- Value (30 points): A company’s plan value is a reflection of how well it serves the customer in comparison to what the customer pays for the policy. We accounted for monthly costs, service call fees, and cost flexibility (such as customizable service call fees, discounts, and multi-year policies).
- Trustworthiness and Transparency (21 points): Trustworthiness and transparency are a reflection of how well the provider considers the customer’s interests. We scored items such as the length of workmanship guarantees, online availability of a sample contract, policy change flexibility, and ease of cancellation. Additionally, we scored items that reflect industry reputation and customer satisfaction, including analyzing brand reputation across the Better Business Bureau and third-party customer review aggregators.
- Availability and Service (14 points): Quality of customer service is key to customer satisfaction. We dug into each provider’s guaranteed response times, claims processes, service flexibility, emergency availability, and more.
Frequently Asked Questions about Platinum Home Warranty
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