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:07/17/2025

  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.

  On October 9th 2024 my sales person **** ******* from ACHOSA sent me a quote for the home warranty policy in the amount of $725. On October 18, 2024 I asked is there any other forms of payments that is accepted because the website only advertises credit card. On October 19, **************************************************** a check.I asked is the cashiers check acceptable, and on October 20th, **** responded saying that is acceptable and that I would just need to send it to the address on the invoice being 2151 Achosa Home Warrantyand it must be written out to the warranty company. I went to the bank on October 22nd and purchased the cashiers check for $725. I was concerned because I have not received any communication via email, call, or mail carrier after I sent the payment. On November *******, I reached out to **** via email and express my concern and to verify that it was received, and he informs me the check was not. Our communication continues and we agree that we would wait to see if it would be sent back. It wasnt. On 12/13, I revisit my bank (M&T) and they inform me they can track the payment, and verify if it did in fact leave my checking account. It left my checking account, and it was cashed to the company. They printed off the cashiers check with the endorsement and it shows it was in fact received 6 days after my purchase date(10/28)and posted to the warranty the following date(10/29). I call **** very upset and he tells me not to worry, its taken care of. Today, July 16th I reach out to the home warranty company to file a claim for a household appliance. After gathering my information, they tell me that they are unable to file the claim because the policy has been cancelled due to lack of payment. So I therefore have no home warranty policy. I asked the representative when did that take place? He explains almost 7 months ago notes were put into the system that the check was not received, and that I was sending another one and failed to do so.

  Business Response

  Date: 07/21/2025

  We have found the check and applied it to the customer's account. We have reached out to the customer to initiate the service request.

  Customer Answer

  Date: 07/21/2025

   
  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,
  
  ******* *******

• Initial Complaint

  Date:06/09/2025

  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.

  I am filing a complaint regarding the denial of my central A/C repair claim (CL/2025/0000107125). The company has provided multiple inconsistent reasons for denial and refuses to communicate in writing. All supporting documentation, technician statements, and repair estimates are included in the attached ZIP file

  Business Response

  Date: 06/18/2025

  We have spoken with the customer and come to a resolution on his claim.

  Customer Answer

  Date: 06/30/2025

   
  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,
  
  ****** *****

• Initial Complaint

  Date:05/08/2025

  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.

  I purchased a home warranty through Achosa in January to move into my new house. I just had to file my first claim for my HVAC system. I was lied to twice by separate agents of the organization. First telling me we didnt have to check the location of an AC leak to finish the claim process, then that we wouldnt have to check the valve pressure in the system. After multiple calls from me and my HVAC contractor, we ended up back at square one telling us we needed to check the leak. Every time i called them or they called me the rules changed. I know the calls were recorded on Achosas side and I encourage the BBB to obtain those recordings. This isnt a policy concern. This is a concern that multiple agents from their organization lied to me and they did nothing to make that right. I am in the process of cancelling my policy, but am seeking at minimum a full refund of that policy.

  Business Response

  Date: 05/15/2025

  After reviewing the information, upon receipt of a written request to cancel the home warranty, we will process a full refund for this customer.  This request can be emailed to us at ********************************* and must be received prior to 6/1/25 to be eligible for a full refund.

  Customer Answer

  Date: 05/18/2025

   
  Complaint: 23300123
  
  I am rejecting this response because: I have emailed ********************************* twice (once on May 7 and once on May 16) requesting a refund and have heard nothing. 
  

  Companies who choose to operate in this manner should not be permitted to continue doing business. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/21/2025

  A full refund has been processed and mailed to the customer.

• Initial Complaint

  Date:04/29/2025

  Type:Order 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.

  I had an electrical emergency repair i had to make on 3/3/25 - while the policy was in force. I then filed the claim in April of 2025.There is NOTHING in the policy stating the claim has to be reported within the policy period. On a previous claim, I had an emergency water line repair and sent the invoice after the fact and Achosa paid the ********* Achosa is claiming since I did not renew my policy they are denying the claim due to the reporting after the contract period.Again, I've asked 3 supervisors and a VP, where in the contract does it say "Claims must be reported prior to the end of the contract period" and they all just say "these are the rules" and cannot point to ANYTHING in the contract that addresses this. It's a scam to deny my claim, and they also claim they can't create a claim in the system, which is also probably a lie. (There are ways to enter claims or create a manual paper file claim). Pay my claim, quit lying.Claim was $518.50 - minus the deductible Achosa owes me $********** up or I will have no choice but to take further action.

  Business Response

  Date: 05/06/2025

  We have spoken with the customer and resolved this claim.

  Customer Answer

  Date: 05/14/2025

   
  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.
  
  however, the business still needs to change its business practices to stop wrongfully denying claims and stating it will offer less than the policy limits on claims.

  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:12/20/2024

  Type:Customer Service 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.

  Date of Transaction: 12/19/2024 Amount: $465 Claim #: ***** I filed a claim to fix my water heater after reading my contract and noticing that the issue would be covered. After the tech spent 30 minutes asking questions about the issue he ended the call after saying that this defect is a manufacturer issue and they won't cover it. A water heater getting old and needing a replacement dip tube is not a defect.The business has not tried to resolve this issue with me as they have denied my two previous claims. I am not sure how they stay in business never processing claims but consistently find ways to deny them.I am have an appointment already scheduled with my plumber tomorrow and expect Achosa to make this right for me by refunding me or processing this claim.

  Business Response

  Date: 12/26/2024

  We have spoken with the customer and resolved the issue.

• Initial Complaint

  Date:12/18/2024

  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.

  The heat strips in my furnace went out. The company that came to fix the furnace does not take warranties. So I had to pay them first and then get reimbursed by Achosa. I called the warranty people and told them that my service company does not take warranties so I will pay them and then Achosa can reimburse me. I got the work done, submitted the invoice, and proof that I paid. The warranty company refuses to process the claim because they didn't have the technician call them to tell them what was wrong with my furnace. There is a tecnicians statement on the invoice. That isnt good enough. I explained everything the technician told me to the warranty company but they weren't satisfied with that either. They called my service company and the service company refused to talk to Warranty company. So I called the service company to get the service man to give me a statement but they wouldn't work with me either. So I'm out $2200 on my furnace because the warranty company wants to know the history of my furnace. I bought this house 6 months ago the inspector said everything look good. What am I supposed to do now? I think the warranty company needs to honor my warranty. There was nothing in their documents or files saying that they ask these types of questions or need to know this type of information. It's a big scam please help me get some of that money back.

  Business Response

  Date: 12/18/2024

  We have spoken with the customer and resolved the issue.

• Initial Complaint

  Date:11/27/2024

  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.

  Claim # ***** ****** ******* ***************************************** 10/27/24 Phone call and email confirmation from Achosa regarding the new claim and our steps to resolve the issue. We contacted the following companies: *************** Terrys Appliance Mr. Appliance Aldo Appliance Wholesale Appliance Appliance Wholesalers St. ***** Appliance Outlet **************** Appliance Kleins Brand Source Broadway Appliance Albatross Appliance ***All the above companies refused to travel the distance to ********, ** and/or refused to repair.11/14/24 Email with information on 3 locations that repair dishwasher; none will repair.11/18/24 email with information on 3 locations that repair (1 being identical to 11/14/24).11/26/24 Phone call to update and request assistance from a manager; told at 5:05 p.m. that a manager was unavailable but would call us back within 24 hours. Sent a general contact email to Achosa requesting more assistance or will file with BBB. At 5:24 p.m., Achosa was contacted, but no one was on the line. Then, they ended the call. 5:26 p.m., **** from Achosa called back. Its out of my hands. *** told us we could cancel the policy, but there has been no refund since the policy expired during the claim (no refund available, let alone prorated since it is now expired).According to the Achosa website, If I am having trouble finding a contractor in your area, a **************** ***resentative will be happy to help. The number to call is **************.This has been completed 4 times. Each time, the companies provided as points of contact refuse to deal with Achosa.We cannot get a technician to come out, and we are unwilling to pay and get reimbursed since there has been evidence from the BBB that customers are not getting reimbursed. We had no idea when our dishwasher would die, but now were told there is nothing to do since we didnt renew our policy, even though the claim was filed well before the warranty expired. This is a total scam.

  Business Response

  Date: 12/06/2024

  We have spoken with the customer and this has been resolved.

• Initial Complaint

  Date:11/05/2024

  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.

  Submitted a claim to be covered under warranty, which was the failure of an oil furnace and needed to be replaced. The claim was denied as it did not fall under "normal wear and tear".Knowledge of the condition of the furnace was unknown prior to purchase of home. No oil to test furnace, but previous owner stated the furnace was serviced at the beginning of the year. Assumption was made that the furnace was in good working condition. This was noted in the home inspection, which I submitted when requested.They spoke with the technician that came to service the furnace, which the technician assumed that an oversized valve was used, although there was no valve on the furnace, only one sitting there near the unit.This was the reason for the denial of the claim.I am not asking for the replacement of the furnace to be paid in its entirety, but any form of compensation would be greatly appreciated.

  Business Response

  Date: 11/12/2024

  We have spoken with the customer and come to a resolution on this claim.

• Initial Complaint

  Date:08/07/2024

  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.

  We had purchased this home and during the inspection it was noted that the ** unit was old and probably near the end of the life. A home warranty was purchased from ACHOSA to give us protection incase anything happened with the system.We did have a issue with the system where it was not cooling the house properly. We called and filed a claim. They had us schedule a tech to diagnose the issue. The tech recommended the system be replaced because of a faulty compressor.ACHOSA rejected the claim and stuck us with the cost because it did not meet their criteria.I would have never purchased a warranty for the home if I knew the company would just find an excuse for rejecting the claim. They should not be allowed to do this and stay in business

  Business Response

  Date: 08/16/2024

  We have spoken with the customer and agreed to refund his ********************** in full.

• Initial Complaint

  Date:07/31/2024

  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.

  Hello, we have a home warranty through this company. They denied a claim that should have been accepted and are claiming that there is nothing they can do. We had our realtor get involved, she provided all of the requested documentation, and they still denied the claim.

  Business Response

  Date: 08/08/2024

  We spoke to the customer and offered to cancel the ********************** for a full refund, the customer elected to keep the **********************.