Customer Service Archives | APHW Windermere

America's Preferred Home Warranty Wants to Know: Why Do You Renew?

Why Do You Renew? Tell Us!

Posted on August 12, 2020 | by Clive Gillett

Why do you renew? What is it that makes you say, “I’m signing up for that again!” for a service? We’ve had our fair share of renewals here at America’s Preferred Home Warranty (APHW), but we want to hear from you: Why do you choose to renew with APHW?

Here are some reasons our customers have given us in the past:

“It was a huge positive knowing I could renew, especially because it can be a monthly payment instead of having to pay up front. On top of that, APHW is very, very easy to work with. Everyone is so personal and kind. I’ve never had any problems or been put off—I wish everything was this easy!” ~C. McKinch, Michigan

“I called at 7 o’ clock on a Friday night, and there’s someone to answer the phone. I didn’t have to wait for a company-approved contractor to come over and tell me what’s what—I can call my own guy to come and look at it and fix it right away. I stick with APHW because it’s great, and I’ll keep renewing it year after year.” ~D. Anaya, Minnesota

“It was all just so much faster and smoother than I thought it was going to be. Once we understood the process and how easy it was, we can’t imagine not having a home warranty.” ~C. Perkinson, Alabama

Is it the customer service? The value? Is it the 24/7/365 availability, or that you can choose any licensed contractor for claims? Is it something else entirely?

Tell us on Facebook, LinkedIn, Twitter or Instagram: Why do you renew with America’s Preferred Home Warranty?

America's Preferred Home Warranty, Customer Service, APHW Customer Service Cares

What Does an APHW CSR Do? We Care

Posted on July 16, 2020 | by Clive Gillett

Anyone can take a phone call and enter data into a computer. But America’s Preferred Home Warranty (APHW) customer service representatives (CSRs) are different, according to APHW CSR Supervisor Patty. “We aim to be heroes for our homeowners and REALTORS®,” she said. “We care — and that’s what we’re best at.”

From the Root

It all starts with the family-style atmosphere, which is visibly apparent throughout the home warranty company. “We have absolute support from all around,” Patty said. “Normally you might be intimidated to go speak to the president or VP of a company, but that’s not the way here. They welcome you, and they want to help you be the best you can be.”

This support extends sideways as well. “I can ask other CSRs, a supervisor—we’re really just like a family,” said CSR Nelson, who previously worked at a restaurant claiming the same, but with no follow-through. “Nobody really cared about anybody there,” he said. “At APHW it’s totally different. When I was brand new, Unique sat nearby and asked every day how it’s going, and how my wife is doing down in Cuba. You just feel it here.”

“The camaraderie amongst CSRs and everybody in the company here is crazy,” Patty said. “We all help each other to be better, because we care.”

Direct to You

That mentality directly translates to what APHW customers experience on the phones. “I never feel alone on a call. I always have team members to help me,” said Customer Service Support Team Member LaShonda. “And this isn’t a job where you could ever just get your daily agenda and go work alone—there are questions every day. My team is here to help, and it feels really good to let our customers know they don’t have to worry about a repair themselves, because we’re here to help them, too.”

“We get a lot of very positive feedback from our homeowners and the technicians speaking to us,” Patty said. “And we’re very proud of that.”

Call 800.648.5006 ext. 179 or visit APHW.COM for more information.

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America's Preferred Home Warranty, In Good Hands, Customer Service

In Good Hands – Literally

Posted on June 10, 2020 | by Clive Gillett

Sometimes ‘snail-mail’ is the only option, so it’s nice to know when you’re in good hands. This was the literal case for a potential customer, when Elizabeth Sokol personally delivered an America’s Preferred Home Warranty (APHW) brochure to her home.

As someone who typically works with real estate agents, the APHW North and South Carolina Area Sales Manager didn’t understand at first why she had received the request, or why APHW had mailed the warranty instead of sending it by email. “I couldn’t find her as a REALTOR® or a homeowner in our system, so I called her,” she said.

When ‘The Usual’ Isn’t Quite Enough

It turned out the homeowner wasn’t terribly computer savvy, so she was waiting for ‘snail mail’ to come through instead—but COVID-19 kept causing delays with the postal service. “And when I talked to her, I realized she was also an unaffiliated REALTOR®, who lives only about four miles from me,” Elizabeth said. “And she was so excited to have somebody local that she knew was attached to the warranty she was trying to purchase!”

Going the Extra Mile – Literally!

They discussed coverage options for a while, and the REALTOR® asked Elizabeth if she could come drop off a brochure at her home. “I said, ‘I’m almost at your driveway,’ and she just lit up over the phone,” Elizabeth said. “So I got there, stood on the front porch, and told her how the home warranty would pertain to her particular situation. She’s not selling right now, but she will be, and she wanted the best coverage.”

The REALTOR® originally discovered APHW through her Continuing Education training, where another real estate agent had recommended the company. “We’ve talked a couple times since then,” Elizabeth said. “And I’ll call her back again today with more answers about getting her registered as an agency.”

More Information

Are you a real estate agent? Call 800.648.5006 ext. 179 or visit APHW.COM for to see how APHW can help you grow your business—you’ll be in good hands.

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Take Control of Your Claims

Posted on December 13, 2019 | by Clive Gillett

You know it, I know it, and so does everyone else… you hate the idea of filing a claim. But why?

One word: Inconvenience.

Over the years you’ve come to expect long wait times and difficult communication, plus an unknown contractor coming to your house at odd hours (who may not be someone you actually want in your home).

Wouldn’t it be nice if you could just file your claim quickly and get a contractor out on YOUR schedule? Better yet, someone you know and trust?

You can with America’s Preferred Home Warranty.

Control the Process

Your call will be answered quickly and professionally by our Michigan-based customer service representatives, available 24/7/365 for your convenience. Heater go out at 2 a.m? Christmas Eve oven issues? We’re here, and we take notes.
Choose who YOU are comfortable with. Your contractor will be working around your home and family—they should be someone you trust.
Schedule for YOUR convenience. No waiting on the warranty company to make an appointment. Your licensed contractor of choice works for YOU, so you set the appointment to suit your schedule.

Control Your Costs

Get an immediate decision about coverage. Once we receive your contractor’s diagnosis, you receive an immediate claim decision, so you can decide how to proceed.
Use your approved claim money however you see fit. No restrictions on parts, brands, or colors. See a great deal on a newer model? Go for it! It’s your money, use it how and where you need it.

Control How Payments Are Processed

Pay up front with quick reimbursement, or we can pay the contractor right over the phone, so your contractor can get right to work and get you back to living in comfort in your home.

Say goodbye to the claims experiences of the past, and say hello to taking back control of your life.

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APHW Opens New Call Center

Posted on August 23, 2019 | by Clive Gillett

On Wednesday, August 21, America’s Preferred hosted an open house for our new call center in DeWitt, Michigan. Continuing our high level of service for homeowners and families, the new call center will benefit the local community and provide growth opportunities for employees. For information on positions at this location and throughout the organization please visit: AmericasPreferredHomesWarranty.appone.com #GodEconomics #APHW

We’ve Got Goosebumps! CSRs Trained in ‘Chill’

Posted on April 29, 2019 | by Clive Gillett

With A/C season right around the corner, America’s Preferred Home Warranty (APHW) wanted to ensure easy communication between contractors and their customer service representatives (CSRs). Enter Andy Miller, a service manager for Lammers Heating & Cooling in Jackson, Michigan, to train them in ‘chill.’

“APHW hired me to teach a refresher course on air conditioning components, equipment, and general knowledge,” Andy said. He displayed the common parts and components of an air conditioner to the CSRs, explaining how and why they might fail, and the causes behind it.

“It’s different when you can touch and see the equipment—when you can discuss it with a professional—than it is just to Google the part,” said Rusty Reynolds, the Call Center Operations Manager at APHW. “The development of our people is critical. When you know your job inside and out, it makes you more efficient and less stressed at the end of the day.”

Andy visited the company once before as well, covering furnace parts and components. “This sort of training is very proactive,” he said. “It helps their CSRs know what contractors are talking about over the phone—now they can picture the parts being discussed.”

The employees showed plenty of interest in the sessions, engaging with the technician. “They asked a lot of questions both times, even some questions I wasn’t expecting,” Andy said, adding that he’s pleased to see APHW pushing the education. “We deal with a lot of other home warranty companies that know nothing about what we’re talking about, and it’s like pulling teeth,” he said. “Giving them an idea of what we’re telling them helps us out.”

“Being able to support the industry with knowledgeable people is great for everybody,” Rusty said, adding that APHW’s employee development program will host more of this type of training in the future. “It feels good that we can do this as a company—it’s a win for everyone.”

Furnace Technician Trains APHW CSRs

Posted on November 1, 2018 | by Clive Gillett

When your contractor tries to explain what caused your furnace to fail, what does it sound like? Technical jargon? Straight-up gibberish?

Try as they might, some things just can’t be easily translated into layperson. The good news, though, is that your America’s Preferred Home Warranty (APHW) customer service representatives (CSR) will have a pretty good idea what your furnace technician is describing—APHW brought one in last week to train them in person.

“APHW wanted to make their CSRs more familiar with what they hear about on the phone,” said Andy Miller, a service manager for Lammers Heating & Air Conditioning in Jackson, Michigan, adding that this knowledge will help streamline the claim process for customers. “It simplifies everything. Now when we say something like ‘igniter,’ they can visualize it and move things along faster.”

Andy came with more than 14 years of experience in the field. He reviewed all the inner workings of standard (and not-so-standard) household furnaces with the CSRs, encouraging them to ask questions along the way. He also covered common malfunctions and proper furnace maintenance.

Lammers Heating & Air Conditioning has worked through APHW’s claim process with their own customers many times before, and Andy was quick to express appreciation for the company. “I feel like they’re above par, because they train their employees, the claim process is streamlined, and because their billing and payments are prompt.”

He was also encouraged by the attentiveness of the classes he taught. “They asked a lot of good questions that I wasn’t even expecting,” Andy said. “They were very responsive.”

Andy wanted to thank APHW for asking him to visit and educate their CSRs. “Thank you for the opportunity,” he said. “I’m glad I could help them work more easily with contractors and smooth out the process.”

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