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:28/12/2023

  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.

  I am a homeowner in *******, ****************. I purchased a brand-new home from *************** in ******* (**** ***********) with a home warranty provided by ***************** and administrated through Pacific Home Warranty. My home is still under warranty for the building envelope.I experienced water leaks in my ceiling beginning in October 2023 and I filed a claim with Pacific Home Warranty including photographic evidence that directly shows proof of a defect in the building envelope, namely, cracked fan vents which are leaking into the attic and causing penetration of water into the home. I have further evidence showing water buildup directly under the affected fan vent.Despite being notified of this, Pacific Home Warranty has:Employed dishonest tactics in their communication by deliberately misunderstanding or dismissing my valid concerns in an apparent effort to avoid liability for costs, as well as taking inordinate amounts of time to respond.Repeatedly dismissing my claim without valid consideration, instead inexplicably claiming that it is due to condensation despite direct evidence to the contrary.Refusing to reconsider their initial decision despite new information and evidence.To my knowledge, there is no basis for Pacific Home Warrantys refusal to confirm my findings of a building envelope leak and to begin assisting me with the work to repair this and cover the costs. Every step of the way they have obstructed me from diagnosing and resolving the true problem. I believe that this is all in order to reduce their costs of having to cover my claim.I have noticed from my research that this company (Pacific Home Warranty, Address: Building *********************************************************************, Phone: ************) has a long history of consumer complaints.

  Business Response

  Date: 02/01/2024

  As already noted by the Insured, Pacific Home Warranty (PHW) is the administrator, not the insurer, of the warranty program.

  At this time PHW and the insurer have had direct contact with the Insured to inform of their available options to pursue dispute resolution. PHW will continue to work with the Insured directly, as the administrator, with intent of resolving their dispute amicably.

• Initial Complaint

  Date:27/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We purchased a home in Sechelt, BC which included the Pacific Home Warranty. So far they have acted as an intermediary to ask the builder to complete fixes but the builder is the same incompetent handyman who did the unacceptable work in the first place and their attempts at repairs are laughable. After dealing with PHW for the better part of a year it is clear that they have no power to enforce an acceptable repair and they will not take matters into their own hands and ensure the repair is done. The ridiculous response times noted elsewhere have been our experience also and their responses tend to be obtuse and evasive. It doesn't seem to be legitimate. ** ******* ** ****** ******** **** ********* *** ****** * ***** ****** ******* ******* **** 

  Business Response

  Date: 27/09/2023

  Pacific Home Warranty (PHW) is the administrator, not the insurer, of the warranty program.
  
  Concerns can often be addressed and resolved by communicating directly with the Claims Representative assigned to a claim. PHW attempted contact with the owner as recently as today, September 27, 2023, to open a dialogue regarding repair progress. 

  Customer Answer

  Date: 03/10/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at this time. We are in communication with a representative who appears to be moving this claim forward again.
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:15/05/2023

  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.

  I have submitted two home warranty claims. One for my broken roof tiles in 7 locations which I am unsure if there is any water damage occurring.The second claim was cracking in my attached garage concrete slab. My house is only 4 years old and I should be covered for these defects.The response I received from pacific home warranty after a month was they will not cover the broken tiles because theres no water damage and that my garage is detached from my house. This is unacceptable. Nobody even came out to my property to inspect the two claims that I emailed in and I believe this company should cover these under my warranty contract. Also my garage is attached to the house and it should be covered under warranty.

  Business Response

  Date: 15/05/2023

  Pacific Home Warranty (PHW) is the administrator and ***************** is the insurer of the warranty program.

   

  Concerns can often be addressed and resolved by communicating directly with the Claims Representative assigned to a claim. At present PHW has no record of contact from the Insured outlining disagreement with the determination; however, PHW intends to follow up with the Insured directly, within the next 1-2 business days, to open a dialogue. 

   

  Customer Answer

  Date: 15/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  We are still within our five year coverage of our home and we are concerned about water damage from the missing tiles as this has yet to be verified by a professional. This is recurrent damage in the same location of our roof which was previously fixed from home warranty not long ago.
  
  
  As for the cracks in the garage that is attached to our house. This also has yet to be verified by a professional. 
  Sincerely,
  
  *********************

  Business Response

  Date: 17/05/2023

  At this time PHW has had direct contact with the Insured to inform of their available options to either pursue a new claim or dispute resolution. PHW will continue to work with the Insured directly, as the administrator, with intent of resolving their dispute amicably.

  Customer Answer

  Date: 18/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Pacific Home Warranty has totally ignored my response on having a professional come to the house to do a proper inspection. The alternative is we are supposed to wait until we have a major leak which will cause more damage to our roof system and at that point we wont have coverage on anything.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:21/03/2023

  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.

  I have filed claims for warranty work, they denied them, I appealed as per their policy to management and they are suppose to acknowledge appeal within 5 business days and reply with their findings within 10 business day. It has now been more than 10 business days without an acknowlegement of appeal.
  ***** **************

  Business Response

  Date: 31/03/2023

  It is important to note, Pacific Home Warranty (PHW) is the administrator and ******* Insurance is the insurer of the warranty program.
  
  At this time PHW has had direct contact with the Insured to inform of their available options to either pursue a new claim or dispute resolution. PHW will continue to work with the Insured directly, as the administrator, with intent of resolving their dispute amicably.

  Customer Answer

  Date: 31/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: While they finally did reach out to me they still did not do it within the timeframe laid out in the policy, only after I complained did I get a repsonse. Also, outcome of claim is unsatifactory and I will appeal. This business has no customer service and is only a rep for the builder.
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 03/04/2023

  Again, at this time PHW has had direct contact with the Insured to inform of their available options to either pursue a new claim or dispute resolution. PHW will continue to work with the Insured directly, as the administrator, with intent of resolving their dispute amicably.