Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have not repaired or replaced washer as per contract. Have been without machine for over 2 weeks. All I want is them to either replace or repair the machine

  

  Business Response

  Date: 07/14/2025

  Complaint ID: ********
  Thank you for contacting us regarding the above-referenced complaint. The company treats every complaint with the utmost respect and values customer feedback as an opportunity to improve the quality of service provided to all valued customers. While there are often two perspectives to any situation, the company remains committed to pursuing fair and reasonable resolutions for all parties involved.
  In this case, the customer submitted a claim for a clothes washer on June 16, 2025. Due to limited availability of participating vendors in the customer's areaand in an effort to avoid delay in servicethe customer was offered the option of reimbursement. Under this option, the customer may contact a local vendor for a diagnosis, but the vendor must contact **** prior to any repairs to report the failure, parts required, and associated costs. If the issue is determined to be a covered failure, a reimbursement check is issued to the customer upon receipt of the paid invoice. The customer declined this offer.
  Subsequently, a participating vendor was assigned on June 23, 2025. The company received the diagnosis from the vendor on July 2, 2025, indicating a failed drain pump. The claim was promptly approved for repair.
  All claims have been addressed in accordance with the terms and conditions of the customers Service Agreement, which includes both inclusions and exclusions. The company remains committed to delivering a positive customer experience and acting in good faith for all customers, service providers, employees, and stakeholders.
  **** stands by its founding principles and continues to offer industry-leading home warranty solutions and dedicated service to the customers it is honored to serve.