LAS VEGAS, Nev. (FOX5) – As the sweltering temperatures in the Las Vegas Valley intensify, Nevada insurance regulators are urging residents to file complaints against home warranty companies that cause undue delays and frustrations. The Nevada Division of Insurance (DOI) is emphasizing the importance of reporting issues to ensure swift resolutions for those facing prolonged repair delays.
Las Vegas resident Maria Portillo has been grappling with a malfunctioning air conditioning unit since June 5. Portillo, who reached out to FOX5 for assistance after contacting the Better Business Bureau, expressed her frustration with the delays. “The temperature in our home stays at 99 degrees constantly,” she said. Despite an initial inspection by a service provider on June 6, her family endured weeks of waiting for parts. The warranty company attributed the delay to a backordered part.
Portillo was informed that her unit required a new condenser and evaporator coil, with the cost of $2,100 falling on her shoulders. Amidst soaring temperatures and urgent health concerns—her husband Victor, 86, is battling cancer and her daughter Jacqueline is nearing her due date—the Portillo family was forced to stay in a hotel. “It’s extremely challenging with a sick family member and another on the verge of delivery,” Portillo noted.
FOX5’s intervention led to a repair team addressing the issue on July 20, with subsequent visits to add freon. Although the A/C functioned briefly, it failed to maintain a comfortable temperature, reaching no lower than 80 degrees. The home warranty company has since refunded the Portillo family $525 in fees.
Insurance Commissioner Scott Kipper explained that the DOI oversees home warranty companies and ensures compliance with contractual agreements. The DOI investigates all complaints to confirm that consumer rights are upheld and that companies adhere to state regulations.
“While state law does not specify exact repair timelines, contracts often detail such terms. Our role is to ensure that providers meet their obligations and carry out necessary repairs promptly,” Kipper said. He added that in emergency situations, such as the extreme heat currently affecting the region, home warranty companies must act within specific timeframes. They are required to inform the consumer of their planned actions within three days, initiate contractor work within the same period, and report their actions to the DOI.
Kipper emphasized that the DOI’s involvement helps to enforce these standards and expedite resolutions for distressed consumers.
