ComplaintsforPacific Home Warranty
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
27/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
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
15/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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 response
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
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 response
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
21/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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 response
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
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.
Initial Complaint
05/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a new home from ******* ***** ***** *** which came with a warranty from Pacific Home Warranty. In December 2021 I filed a claim with them regarding the pipes in the "illegal suite" basement washroom as they froze and there was no water supply for some days, soon after mold and water damage surfaced on the wall and baseboard behind the toilet. The builder was notified and addressed the problem by simply changing the baseboard and adding some fresh paint to the wall. During the fix, the tenant was there to point out that the water damage was coming from within the wall, and not from the toilet as the builder claimed. (No work was done to the toilet as there has not been any issue with the toilet). I was in contact with Haley H******* from Pacific to let them know that the cosmetic "fix" was only to sweep the problem under the rug for a while. Sure enough, the leak continued as by July 2022, the same base board has water damage from inside the wall, which is rotting, and now in summer days, on the other side of the wall, outside the house, you can notice the humidity on the cement on the same spot outside the house. Obviously, there is a water leak that was ignored by Pacific Warranty despite my emails and now the same baseboard that was replaced is showing water damage from within the wall. When you call Pacific Warranty you only get voicemail. Both direct and toll-free numbers. This issue is very time sensitive as more damage can occur from this ongoing situation. I attach two pictures of the same place, the one dated 2021 is the baseboard that the builder changed on Dec/21 next picture is from July 2022 showing the water damage again.Business response
16/08/2022
It is important to note, Pacific Home Warranty (PHW) is the administrator and ******* ********* 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 response
16/08/2022
Complaint: ********
I am rejecting this response because:Nobody from Pacif has reached out to me to offer a solution to a problem wich was reported and IS beeing reported once more.
Call it a new claim or a resolution dispute, either way the water leak continues, if Pacific warranty calls the builder again, most likely builder will try to paint over the evidence of a serious problem once more.I would like to know, if and when will Pacific warranty reach out to me for a solution to an ongoing problem.
Sincerely,
**** *****Business response
17/08/2022
To reiterate, Pacific Home Warranty (PHW) is the administrator and ******* ********* is the insurer of the warranty program. As the administrator PHW is committed to communicating directly with insureds to provide insights and information. It is the program insurer’s prerogative to interpret Benefits, terms, conditions, exclusions and limitations of the policy as they apply to submitted claim items. PHW also recognizes the interpretation of coverage is not all-encompassing commentary on what is “right”, “wrong” or what any party may be owed beyond warranty coverage.
Specific to the current concern, not accounting for earlier communications, PHW has had direct contact with the Insured to inform of their available options to either pursue a new claim or dispute resolution on March 21, 2022, July 21, 2022, August 3, 2022, and August 16, 2022. PHW will continue to work with the Insured directly, as the administrator, with intent of resolving their dispute amicably.
PHW’s intent and commitment is, by effective administration, to “assist in the fulfillment of the benefits provided under [the] policy”; accordingly, an insured is encouraged to work with PHW representatives in hopes of reaching amicable resolve, within the bounds of the claims process, the policy, and available coverage.Customer response
17/08/2022
Complaint: ********
I am rejecting this response because:Water leak continues as of today in a new house with a "warranty" that should cover those defects.
Please advise what is needed in order to correct a water leak, either file a new claim or reject a resolution. Either way, Pacific warranty has been notified of a deficiency that is not beeing addresed as of today.
Sincerely,
**** *****Business response
19/08/2022
Pacific Home Warranty remains in direct contact with the Insured with, again, the intent to achieve amicable resolve, within the bounds of the claims process, the policy, and available coverage.Customer response
20/08/2022
Complaint: ********
I am rejecting this response because:As of now, I have a warranty with Pacific Home Warranty and at the same time, my house is leaking water.
Last time Pacific Warranty did something about that deficiency they just sent the builder to cover up the evidence of a hiden deficiency.Attached is a photo of the humidity on the concrete from the other side of the wall adjecent to the washroom.
Until the issue is fully resolved I will not acept promises of comunications as a fix to my problem.
Sincerely,
**** *****Business response
13/09/2022
To reiterate, Pacific Home Warranty (PHW) is the administrator and ******* ********* is the insurer of the warranty program. As the administrator PHW is committed to communicating directly with insureds to provide insights and information. It is the program insurer’s prerogative to interpret Benefits, terms, conditions, exclusions and limitations of the policy as they apply to submitted claim items.
PHW, as recently as 2 business days ago, remains in contact with the Insured regarding their concerns and will continue to provide services, as the administrator, to the insured as appropriate. PHW has also been informed repairs have been initiated by, and are in-progress through, the builder regardless of coverage outcome.
Customer response
17/09/2022
Complaint: ********
I am rejecting this response because:It sounds as an excuse from insurer to deny coverage due to the fact that I called the area where the washtoom is located as: (and in quotes) "illegal suite".
Such area is not illegal as it does not have a kitchen and it is used as a wreck room by the same familly. When i bought the house, both realtor and builders refered to that area of the house during construction and after construction as "ilegal suite". And just because it was coined as such, does not mean it that that area of the house is in fact ilegal in any way shape or form. (otherwise i would not have engaged in purchasing an ilegal building) and for that reason the basement of the house should be under coverage by insurer.
Sincerely,
**** *****Business response
20/09/2022
To reiterate, Pacific Home Warranty (PHW) is the administrator and ******* ********* is the insurer of the warranty program. As the administrator PHW is committed to communicating directly with insureds to provide insights and information. It is the program insurer’s prerogative to interpret Benefits, terms, conditions, exclusions and limitations of the policy as they apply to submitted claim items.
PHW remains in contact with the Insured regarding their concerns and will continue to provide services, as the administrator, to the insured as appropriate. PHW has also been informed repairs have been initiated by, and are in-progress through, the builder regardless of coverage outcome.Customer response
20/09/2022
Complaint: ********
I am rejecting this response because:You have not confirmed or dinied coverage as per unsurance policy of the area of the house in querstion.
Sincerely,
**** *****Initial Complaint
08/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I submitted a claim ************** on June 8th. 30 days later no information on the status of the claim. Just replies that they are working on it. It is Very straightforward claim: sump pump got broken and had to be replaced so 30 + days to review this claim, is not reasonable.Business response
29/07/2022
It is important to note, Pacific Home Warranty (PHW) is the administrator and ******* ********* ********* is the insurer of the warranty program.
On July 20, 2022 PHW had direct contact with the Insured to inform of *******'s determination of coverage, including agreement to reimburse the Insured of costs incurred in relation to their loss.At this time PHW understands the claim and Complaint to be closed amicably.
Customer response
04/08/2022
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.
Sincerely,
****** ******PS - thank you for your help! without BBB it would be closed to impossible for regular people to deal with large companies
Initial Complaint
11/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased a brand new home in Sparwood BC. After many dealings with a builder that kept showing up with cheap fixes and shoddy workmanship to finish our house we decided to file a claim with warranty. The warranty company has removed items from our claim that the ** ******* authority said should be covered IE driveway and sidewalk to front door. They have been almost impossible to communicate with in a timely manner, with emails being left unanswered for weeks on end. However our biggest concern is the mold that is now growing in our garage due to a faulty garage door and massive build up of moisture in our garage over the winter months. Multiple emails have been sent Informing ******* **** ******** of the necessity for a speedy repair and possible ventilation needed, and they are now saying that the mold is “resultant damage of a defect” and saying it is not warrantable. It doesn’t take much in the way of common sense to raise an eyebrow at that. So the defect is warrantable, but the damage caused by the defect is not? We wouldn’t be suffering the damage if not for the defect. This poor business practice, lack of communication, lack of timely action is creating a very dangerous, costly, and frustrating situation for our family. We have asked many many times for them to have an agent or adjuster attend our home to go over all the remaining defects as well, and they are refusing to send someone out. They are trying to rely on photos and videos sent by us the home owner to decipher warrantable defects and it just doesn’t seem like a good, nor proper practice for an insurance company. Any help would be greatly appreciated as we are at a loss.Business response
14/04/2022
It is important to note, ******* **** ******** (***) is the administrator and ******* Insurance is the insurer of the warranty program.
Home warranty insurance is specifically defect insurance. The home warranty insurance policy provides coverage benefits subject to the terms, conditions, exclusions, and limitations of the policy. The conditions of the policy require active participation from each of the parties to the policy. This active participation may include the owner providing reasonable access to the site and/or reasonably available information such as photos or videos.
Further, a determination of coverage is solely related to application of the home warranty insurance policy and is not an all-encompassing commentary on what is “right”, “wrong” or what any party may be owed beyond warranty coverage.
At this time *** has had direct contact with the Insured to inform of their available options to pursue dispute resolution. *** will continue to work with the Insured directly with intent of resolving their dispute amicably.Customer response
21/04/2022
Complaint: ********
I am rejecting this response because:We have made multiple requests for them to send an adjuster or agent of their firm to our home to document deficiencies and they have refused to do so. We have a mold issue in the garage growing by the day due to a faulty garage door and lack of proper ventilation and they have done nothing about it even though I have sent multiple emails over the period of months. It wasn't until I got very mad and emailed a supervisor, that the person assigned to our file even acknowledged the word MOLD. They are trying to shirk their responsibility as a warranty company. If they are so confident in their findings by simply using photos and videos that we have sent why are they so adamantly refusing to send their own agent to document for themselves?
Sincerely,
***** ************Business response
22/04/2022
*** has had direct contact with the Insured to inform of their available options to pursue dispute resolution. *** continues to work with the Insured directly with intent of resolving their claim(s) and dispute amicably.Customer response
25/04/2022
Complaint: ********
I am rejecting this response because:In their response to BBB they suggest they are working to resolve things amicably, yet in many emails to me they are not doing that at all. MANY requests to have an adjuster, with their firm or the insurance company (*******), attend our home have all but been ignored and denied. We have a mold issue that continues to "grow" worse by the day and nothing is being done about it. They are also trying to use wording to deny responsibility for the mold issue, suggesting it is "resultant damage', yet not accepting that without the defect, there would be NO "resultant Damage". AGAIN, they are relying on photos instead of having a person come out and attend to all the deficiencies in our brand new home. We want an adjuster, not someone who has already shown they can not differentiate between photos of flooring, and photos of cupboards.
Sincerely,
***** ************Business response
05/05/2022
*** has been informed the Insured is in direct contact with the Insurer as is an option in seeking to pursue dispute resolution. *** remains committed, through effective administration, to resolving claims and disputes amicably.Customer response
05/05/2022
Complaint: ********
I am rejecting this response because:
Even after expressing our disagreement with the warranty companies responses they have failed to communicate and stick to the agreements they themselves have made. In multiple emails my contact Haley told me she would be in contact when she knew she had someone to come look at the garage door. Not only did I find out in a very casual text from the builder she was not in contact at all like she said she would be. The lack of communication on the part of ******* **** ******** is hardly conducive of a party looking to resolve things amicably. They are choosing to ignore in the hopes that we will go away or our time to file claims will lapse.
Sincerely,
***** ************Initial Complaint
01/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hi, We bought a house ( **** ***** **** ***** ********** *** *** ) in 2020. Our possession date was October, 16/2020. We paid 1.485 Million Dollars. The developer did not give us a full-year warranty on the brand new house and charge us GST for a new house The owner of the house enrolled this house with Pacific Home Warranty Insurance Services. We recently ( Sept 15/2021) claimed some deficiencies at home. They refused to fixed them and said that these deficiencies are not warrantable. On the warranty document from Pacific Home Warranty, the possession date is July 13, 2020 while we got the possession on October 16, 2020. As we have not crossed the deadline of the first 12 months yet . Now new home warranty company and nor developer are willing to help us resolve these Repair issues. can you please kindly help us. ThanksBusiness response
07/10/2021
It is important to note, Pacific Home Warranty (PHW) is the administrator and ******* ********* 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 pursue dispute resolution. PHW will continue to work with the Insured directly with intent of resolving their dispute amicably.
Customer response
08/10/2021
Complaint: ********
I am rejecting this response because it has not been resolved completely. I am concerned as our home warranty is expiring soon ( October 15, 2021). I want them to deal it on priority basis. We submitted our initial claim on Sept. 15, 2021.
Sincerely,
***** *******Business response
08/10/2021
Again, PHW has 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 with intent of resolving their dispute amicably.
Presently, PHW is awaiting receipt of documentation and information related to the Insured's dispute which will allow for further review to be undertaken.
Customer response
08/10/2021
Complaint: ********
I am rejecting this response because i have sent them all the required documents via email and called them today and still no response from their side.I sent them another email as i need to know whether they will upheld my home warranty after October 15, 2021.
Sincerely,
***** *******Business response
12/10/2021
PHW remains in direct contact with the Insured regarding dispute resolution. PHW will continue to work with the Insured directly with intent of resolving their dispute amicably.Customer response
12/10/2021
Complaint: ********
I am rejecting this response because its has not resolved yet. I have not received any further communication from PHW.
Sincerely,
***** *******Business response
18/10/2021
PHW remains in direct contact with the Insured regarding dispute resolution. PHW will continue to work with the Insured directly with intent of resolving their dispute amicably.Customer response
19/10/2021
Complaint: ********
I am rejecting this response because: the issue is not resolved as yet.
Sincerely,
***** *******Business response
25/10/2021
PHW has worked with the Insured directly and resolved the dispute.Customer response
26/10/2021
Complaint: ********
I am rejecting this response because: Its not been resolved completely.
Sincerely,
***** *******Business response
27/10/2021
PHW has worked with the Insured directly and resolved the dispute through correction of the coverage commencement date and re-consideration of claimed items.Customer response
28/10/2021
Complaint: ********
I am rejecting this response because: the all the items are not rectified yet.
Sincerely,
***** *******Customer response
19/11/2021
Complaint: ********
I am rejecting this response because:Good morning,This email is for claim # ********Just to let you know that Pacific Home Warranty has now closed the file.Some of the deficiencies are not rectified which include- 1, 3, 5, 6, 7.The guy who comes to our home and is working on the deficiencies promised me that he will come on last weekend but he did not.I want to solve this issue ASAP and because i was expecting that they will work on them over the last weekend i said YES for some of the deficiencies in the confirmation email sent by Pacific Home Warranty and they have not fixed them actually.I do not trust them now and i have conversation with Pacific Home Warranty about it.I give you consent to open this file and send this reply to the business.Thanks*****
Sincerely,
***** *******Business response
01/12/2021
PHW has worked with the Insured directly and resolved the dispute through correction of the coverage commencement date and re-consideration of claimed items. Additionally, all items deemed covered by warranty have been rectified, as confirmed by the Insured.Customer response
01/12/2021
Complaint: ********
I am rejecting this response because: all deficiencies have not been rectified.
Sincerely,
***** *******Business response
02/12/2021
PHW has worked with the Insured directly and resolved the dispute through correction of the coverage commencement date and re-consideration of claimed items. Additionally, all items deemed covered by warranty have been rectified, as confirmed by the Insured.Customer response
02/12/2021
Complaint: ********
I am rejecting this response because:No all the deficiencies have not been rectified.
Sincerely,
***** *******Initial Complaint
30/07/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
We purchased a brand new home on March 2020.We have contacted the builders regarding a few things that need to be done such a defective toilet that was chipped inside the boil, siding that is not installed properly and keeps coming off the exterior wall, posts under the stairs that go to the back yard which have been defected from the day they were installed and are not straight, crack in the concrete where one of the front posts by our entrance meets the porch and crack on a post by the inside staircase.The builder told us that we can do the repair ourselves and has been ignoring my messages.These are due to faulty workmanship and defective products and need to be replaced and repaired by the builder and warranty. We filed a report with with Pacific homes including pictures of items needed to be replaced and repaired and was told someone will contact me by phone which never happened.Then after a few weeks we get an email and letter that our claim was denied without any investigation!Business response
04/08/2021
It is important to note, Pacific Home Warranty is the administrator and ******* ********* is the insurer of the warranty program.
A detailed review of the claimed matters, giving reasonable consideration to information collected through both the builder and Insured, has been undertaken and has confirmed the method used to make the determination, the standards and coverage term applied are correct, and coverage denial was accurate based on the term of the policy.
To reiterate, Warrantable Determination & Closing letters, as approved by the insurer of the warranty program, have been delivered to the Insured via mail and email. These letters also outline and provide clarity on the reasoning for the coverage denial and clarification on dispute resolution options.Customer response
04/08/2021
Complaint: ********
I am rejecting this response because: The defects fall under the material and labour. There was no contact made by the claim representative even though one was promised by the Pacific Home Warranty to discuss or even to look in to the damaged areas before making a decision. The items that were claimed are due to faulty material and poor workmanship/labour. The insurance company did not do any investigation other than looking at the pictures I sent to them. Therefore, their decision is not accurate. Who is responsible for these damaged and faulty material and labour? This is not reasonable and needs to be looked after right away.
Sincerely,
**** **********Business response
05/08/2021
Pacific Home Warranty is the administrator and ******* ********* is the insurer of the warranty program. Pacific Home Warranty has directly informed the Insured of their available options to pursue dispute resolution.Customer response
13/08/2021
Complaint: ********
I am rejecting this response because:
I don’t under why we need to dispute a decision that was not done by proper investigation and looking at details. The repairs need to be done as soon as possible to prevent further damages which is the main concept of having insurance.
Sincerely,
**** **********
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
9 total complaints in the last 3 years.
2 complaints closed in the last 12 months.