BBB Accredited Business since
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This company offers home warranty services.
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A BBB Accredited Business since
BBB has determined that Platinum Home Warranty meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that lowered the rating for Platinum Home Warranty include:
- Length of time business has been operating
Factors that raised the rating for Platinum Home Warranty include:
- Complaint volume filed with BBB for business of this size.
- Response to 9 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||9|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||4|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Matthew D. Widdows, Member Ms. Brooke Hoyt, Vice President of Operations
Home Warranty Plans
Alternate Business NamesPlatinum Home Protection, LLC
Industry TipsHome Warranty Plans
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
2933 N 16th St
Phoenix, AZ 85016 (602) 733-5000 Directions
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BBB Complaint Process
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Additional Phone Numbers
- (800) 871-2339(Phone)
Additional Email Addresses
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
|9/15/2014||Problems with Product/Service|
Read Complaint Details
Complaint: Platinum Home Warranty sent me invoice ****** dated 8/2/2013 but sent it to me June 2014, nearly a year later. The invoice is for services from last summer, July 2013. At the time, I paid the required service fee of $60 and Platinum had never asked for any additional money so I was very surprised to get an invoice nearly a year later. The invoice has two service fees listed for the same date 7/25/2013 for a total of $120. Per my contract, I pay 1 service fee per incident and this was paid in full at the time of the incident. The company had to make several attempts to fix the problem, which was with the air conditioning unit. The multiple visits however were for the same air conditioning issue and were a direct result of the service technician's failure to diagnose the problem and accurately fix it. I had to get a second opinion from an outside company on the problem. Platinum used the information I gave from the other company to then come in and fix the AC because their own technician didn't understand how to fix it. Fortunately the other company waived their service fee or else I would have had to pay that on my own. Platinum's inability to fix the problem in a timely manner resulted in me having to discount the month's rent for my tenant who was with out AC and I was at a loss of $200. I called Platinum several times about the invoice. They were supposedly looking into it and would call me back but I have never heard from anyone. Then I received invoice ****** for a service fee 5/23/2014 that was also already paid. I called the company and they confirmed it was paid but didn't know why an invoice was sent.
Desired Settlement: I want a letter from Platinum Home Warranty that confirms my service fees have been paid and I do not owe them anything. I also want $100 for the loss of rental income because they were unable to fix the problem in a timely manner. I lost $200 total in rental income total but I will split the difference because my tenant was slow to report the issue.
Dear Mrs. ******,
Better Business Bureau:
Problems with Product/Service
Read Complaint Details
Complaint: I extended my home warranty to cover my evaporative cooler - cost $50 per year. My renewal month is January. I called for service in April. I was told the unit could not be repaired because the motor had to be replaced that was no longer available. Apparently, the unit would not be replaced either as per Platinum. I had to contact Platinum a number of times just to get that information. The contract states that equipment would be replaced or cash would be given of equal value if the unit could not be repaired. Another section of the agreement states that if a part is not available, they are not required to replace it. That is a serious contradiction. If you cannot repair the unit for whatever reason, it should be replaced. When I asked for my $50 to be refunded, they refused explaining that the unit is still under warranty. How? Then a bill of $60 was then sent to me to cover the service charge. An email was sent to Platinum's Customer Service Department - again, no response. I had to call again and again, but received no satisfactory explanation nor closure to my claim. How can a home warranty not cover this unit? Was any research done to find this part?
Desired Settlement: Either the evaporative unit be replaced or a cash settlement
Business Response: We completely understand your concerns regarding your Evaporative Cooler and would like to be able to make the necessary repairs. When we sent out our contractor they found that both the motor and the control board needed to be replaced. Unfortunately, they were not able to find any information on your unit. They are able to match up a generic motor but cannot obtain enough information to order the control board. Without any information we are at a loss for how to make the necessary repairs. What we would like to do is send a different technician to your home to see if they are able to match up the needed control board or find any sort of part number that the original vendor was unable to locate. We will have a service coordinator reach out to you to schedule this with you.
Better Business Bureau:
|4/21/2012||Guarantee/Warranty Issues | Complaint Details Unavailable|