BBB Business Review
This Business is not BBB accredited
A C C Warranty Services
8888 Keystone Crossing, 13th Floor, Indianapolis, IN 46240 ! There is an alert on A C C Warranty Services !
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This business is not BBB accredited.
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Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that lowered the rating for A C C Warranty Services include:
- 28 complaints filed against business
- Failure to respond to 26 complaints filed against business
- BBB does not have sufficient background information on this business
- Business has failed to resolve underlying cause(s) of a pattern of complaints
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||22|
|Total Closed Complaints||28|
Additional Complaint Information
In February 2013, BBB files indicate that this company has a pattern of customer complaints. Specifically, complainants allege having their claims denied by the company for repairs that were supposed to be covered under warranty as well as promised refunds not being received. Complainants also allege company fails to return phone calls.
On February 26, 2013, the company's President, Steve Burgess, provided the following response regarding BBB's questions about the pattern of customer complaints:
I am Steve Burgess of A C C Warranty and would like to respond to the attached letter regarding a pattern of complaints with our company. We are aware of some issues that were present and we have taken significant measures to correct these issues and prevent them from occurring in the future. These have include policy changes and staff replacement and additions to improve our level of service and communications. I would also like to respond to the questions in your letter.
Issue# 1: Claims Denied for Issues that should be covered: This issue relates to one common breakdown issue in over 90% of cases. That is the failure of a Norcold 1200 refrigerator Cooling Unit. We have had more than 5,000 Norcold failure claims in the past 5 years, or nearly 3 per day. First of all, a little information on a major issue taking place in our RV industry: Most of our RV customers have a Norcold 1200 Refrigerator and it currently has a 90+ Percent Rate of Failure. When the Refrigerator cooling unit fails it often results in a fire and loss of the RV. The cooling unit replacement is $2000-$3000 depending on provider. Norcold has sold more than 900,000 defective cooling units, all of which have their serial numbers listed under the recall. Over 200 RV's caught fire and burned this past month. We currently have more than 12,000 active. RV customer service contracts and nearly 10,000 of these customers have a Norcold model 1200 refrigerator in their RV. The Norcold model 1200 refrigerator is currently under factory recall and has been for a number of years. As of this year, there is also a $48 Million Class Action Lawsuit filed against Norcold for the model 1200 refrigerator (http://www.zimmreed.com/Norcold-RV-Refrigerator-Fire/63879/) Last year there were more than 300 fatalities attributed to the Norcold 1200. This is common knowledge among RV manufacturers, RV owners, RV dealers, RV service providers and insurers. Our service contract, as well as all other service plans, clearly excludes: Items under factory recall, faulty workmanship, poor design, class action lawsuits, loss of coolant and cracks in metal. As a small business, we cannot be expected to pick up the tab for a manufacturer knowingly selling $48 Million in defective components, therefore it has been our company policy based upon legal counsel to Exclude All Norcold Cooling Units and Claims from coverage. This has been company policy since 2009. We convey this information to our customers at the time of purchase and at the time of the failures. Most customers understand this situation, however some are unwilling or unable understand the terms of the contract and use the BBB, social media and other forums as leverage in obtaining financial assistance under their policy. Before this became company policy in 2009, we were sued under vicarious liability and contingent liability for Norcold fires resulting in loss of the RV as well as loss of life. SOLUTION: (1) The Exclusion of the Norcold cooling unit is now listed in our brochure and marketing materials in addition to the other policy documents - in the past it was only in the application and contract (2) All current customers are being notified of the issue in case they have never been made aware. (3) We have regular internet blog postings about the situation which are indexed by google (4) Beginning in 2013 all new customers are required to sign a disclosure and waiver which specifically outlines the terms and scope of the Norcold issues including the non-covered and class action status. For any claims denied other than the Norcold Issue: Our stance is this - If the failure is covered under the policy- then it is approved and paid. If there is some gray area on the coverage, then we always err on the side of the customer and the RV and do the right thing. and Lastly, if it is clearly not covered under the policy - then it is not approved or paid. Aside from just being good business, this is a fair and equitable company policy with some common sense interjected into each claims decision. We look at every decision with empathy from the consumers point of veiw and are as fair as possible in all cases.
Issue #2: Company fails to make refunds: We are current with all customer cancellation refund requests. It is company policy to hold all cancellation refunds for 30 business days after cancellation to ensure that there are no outstanding claims or bills submitted against the account. The reason for this policy is that the nature of the RV industry is slower than the automobile industry and the consumers travel. Many times invoices are submitted to us for payment weeks after the repair has actually taken place.
Issue #3: Company fails to return phone calls: We are available by phone and e-mail 24/7 including all holidays and have the second shortest average telephone hold time in the industry among 12 providers. That is just the nature of our business. RVs are primarily used on nights, weekends and holidays and we are here to provide service during those times. We currently have call centers in Florida, Indiana, and Oregon. This triple redundancy allows us to provide uninterrupted service to our customers no matter what the weather conditions. When we have an ice storm or tornado in Indiana, all calls go to Florida and Oegon, If there is a Hurricane in Florida, all calls come to Indiana and so on....Customers can communicate with us by the following methods: Phone, E-mail, their ACCOnline account, Online Claim Forms on our Websites, Sms or Text, iPhone.iPad App, or online support tickets seven days per week. I feel most of the time when a customer says that we won't return their calls, it is when they have a denied claim, and usually a Norcold issue. This customer often begins to call multiple times per day attemping to escalate the claim and re-negotiate the decision. Once a customer cancels their policy and call every day about the status of a refund or has a denied claim and calls every day to attempt a forced approval we discontinue communication with them in order to continue to be able to provide a high level of uninterrupted service to our remaining members. We currently have a customer satisfaction index of just under 90% and a rate of repeat and referral business of nearly 70% over the past 10 years. We currently record all incoming and outgoing calls to a secure server and also monitor incoming call hold times, voicemail messages and e-mail. Solution: We are adding a Live Chat option to our website monitored by staff 7 days/wk. as its the only form of technology we don't currently support.
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Business ManagementMr. Steve Burgess, President
EXTENDED WARRANTY CONTRACT SERVICE COMPANIES Other Direct Insurance (except Life, Health, and Medical) Carriers (NAICS: 524128)