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:09/18/2025

  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.

  Ive been a member of the company since 2020 and placed two previous claims that were paid promptly. However, I filed a claim on 22 July 2025 at which time I was informed that it could take up to eight weeks to receive the reimbursement for the repairs. Its now eight weeks and I am unable to get a definite date for reimbursement. *** has contracted with a company called ***** to handle the financial issues for ***. Currently, Im undecided as to who is stalling on payment but I will not be renewing my contract with ***.

  

  Business Response

  Date: 09/23/2025

  We are writing in response to the complaint submitted by Ms. ****** ******.

  A reimbursement check was issued to Ms. ****** on September 19, 2025, and mailed within the designated reimbursement timeframe. While our records indicate it has been sent, it has not yet been confirmed as deposited. We apologize for any inconvenience this delay may have caused and remain available to assist if further follow-up is needed.

  As a gesture of goodwill, AFC Home Warranty will also waive the service fee on Ms. ******* next service request.

  We appreciate your attention to this matter.

  Respectfully,

  AFC Home Warranty

  Customer Answer

  Date: 09/23/2025

   
  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:09/17/2025

  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.

  May 2025 a/c unit stopped working due to fan. Replacement was $1341. *** informed us (5/20/25) the appliance was too old for reimbursement and would send max payout in 6-8 weeks. It is now 9/17/25, well past the 8week deadline. We have sent multiple emails during this time most with no response. Last three emails were received from rude employee repeatedly stating 6-8 weeks (disregarding it is well past 8 weeks) and refusing to give us an additional contact person to research payment as she refuses.

  

  Business Response

  Date: 09/23/2025

  We are writing in response to the complaint submitted by Ms. ***** *********.

  We can confirm that Ms. ********* has received and cashed her reimbursement check. We sincerely apologize for any frustration or inconvenience caused during this process.

  Additionally, *** will be addressing this internally by providing further training to the employee who was responding to her emails to ensure improved communication in the future.

  We appreciate your attention to this matter.

  Customer Answer

  Date: 09/23/2025

   
  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:09/09/2025

  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 called to make a claim Saturday and they told me an AC guy was not gonna be out till Wednesday. As I live in south where its over 100 outside I cant go four days without my AC being looked at so I had to call my own technician Which they advised me. I could do then they told me to call them back once the technician got there so they could approve the work. The technician gets there. I spend 3 hours on hold with them. Only to eventually get a call back later that day saying there was no one in the office where they were trying to transfer me too andhadnt been there all day. My AC repair came out to $3200.(wouldve been more that that but I had to sign up for a membership through the ac company). I finally get a call back on Monday for them telling me my reimbursement for my $2800 out-of-pocket costs are $100 due to the age of my ACsystem. I spoke with the service manager and she was able to give me 10% was all Ive been paying $60 a month for over three years at this point I feel like Ive been robbed I wouldve been better off keeping money I wouldve paid them and just were fixing it myself. but when I signed up, they never told me anything about age of the system or being severely prorated. I asked the salesman specifically when signed up three years ago is my AC covered and he said yes. Whats the point of even having a extended warranty if nothing in my house is covered due to age.

  

  Business Response

  Date: 09/22/2025

  AFC Home Warranty acknowledges Mr. ******* complaint and appreciates the opportunity to provide clarification.

  Mr. ****** has been a valued member for several years, and during that time his plan has provided multiple successful outcomes, including payments for his dishwasher ($239.81), ice maker ($253.12), and refrigerator ($143.53). These claims were all processed in line with the plans terms, which are based on the documented value of the covered item at the time of service.

  Most recently, he submitted a claim for a 17-year-old air conditioning system. Because the system was well past its normal life expectancy, the plan provided a $100 allowance. To further assist, our service manager authorized an additional $276.40 as a goodwill payment.

  We certainly understand Mr. ******* frustration with the cost of the repair and regret that this experience did not meet his expectations. While the plan does not provide new-for-old replacement on aging equipment, it has helped cover several prior repairs and continues to offer protection against unexpected failures within the scope of the agreement.
  Mr. ****** has also inquired about cancellation. As explained, cancellations are processed in writing, and refunds are prorated by time used and claims paid, in accordance with the membership terms. We have provided him with instructions so his account can be closed appropriately if he chooses.

  AFC Home Warranty remains committed to transparent terms and to helping our members manage repair costs whenever possible.

  Respectfully,
  AFC Home Warranty

• Initial Complaint

  Date:09/09/2025

  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.

  Home warranty company *** represented that if they were unable to fix actual cost of $1654. When we asked for arbitration, as allowed for in the contract, *** declared the contract null and void.We also repeatedly asked for billing information, and a copy of the contract. Those requests were repeatedly ignored.

  

  Business Response

  Date: 09/16/2025

  Dear BBB,

  The customer has elected to pursue resolution through the contractual process outlined in their agreement. This matter is now being addressed through that avenue. We remain committed to fair and professional resolution of all customer concerns.

  
  **********************

  Customer Answer

  Date: 09/22/2025

   
  Complaint: 23860611
  
  I am rejecting this response because: *** has not negotiated this complaint in good faith.  I have chosen not to give up my rights to pursue remedies through alternative channel

  legal and regulatory by using their chose "arbitration" process, which is onerous,   expensive, and apparently stacked in favor of ***. Please let me know how to proceed.
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 09/23/2025

  Dear BBB,

  AFC Home Warranty would like to clarify our earlier response.

  Mr. Allens membership contract became invalid after his credit card company issued a chargeback for his payment. Without an active contract, neither coverage nor the contractual dispute resolution provisions remain in effect.

  In our initial response, we noted that a contractual process was available. To be precise, *** extended access to FairClaims as a goodwill option, even though we had no contractual obligation to do so. ********** attempted to contact Mr. ****** but with the contract void, participation in that process was voluntary and not required.

  We regret any confusion caused by our earlier wording. *** has acted in good faith by responding to the chargeback, extending a voluntary resolution option, and clearly communicating the effect of the chargeback on the membership. We remain committed to assisting our customers with valid memberships in a fair and professional manner.

  Respectfully,

  AFC Home Warranty

• Initial Complaint

  Date:09/05/2025

  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.

  Waiting period is over. The furnace caused the electrical to trip so air conditioner can not be used. Diagnosis is the motor blower is faulty. Despite the company asking all proof to support that this **** has been maintained properly. And despite that the issue just happened right after waiting period is over. The company said the issue is preexisting and refused to pay the repair for the blower of the furnace. She keeps on accusing me that this issue is preexisting. How can it be preexisting if this was the first time it happened? And the hvac has been maintained properly. They refuse to pay for the repair and the replacement, but forcing me to cancel the contract.

  

  Business Response

  Date: 09/23/2025

  We are writing in response to the complaint submitted by Mr. ****** ***** regarding his ************* membership.

  Mr. ***** submitted a service request for his HVAC unit, and upon review, it was determined that the issue was a pre-existing failure. While a full refund was not contractually due, *** offered to refund all premiums paid by Mr. ****** and he accepted this offer.

  His account has been canceled, and he has been refunded in full, making him whole.

  Regards,

  AFC Warranty 

• Initial Complaint

  Date:08/25/2025

  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've been a member of AFC Warranty for over 3 years. I always paid on time and had zero issues. I recently had to service **** and was told my July 5th visit doesn't count as maintenance. Fine, so a few weeks passed and I had zero issues again until the end of August where a pipe was clogged/frozen causing my unit to leak water under my floors. I immediately contacted *** and was told this is considered maintenance but they do not do maintenance requests and referred me to ********** as they have specials in the area. I had a company contracted through ********** come and do my maintenance visit, uploaded receipt to my portal, only to be told it doesn't count because they recommended i replace the unit. *** does not honor their buyout policy and refuse to issue me a 3K credit towards the cost of a replacement unit. Buyers beware! You will have to have a manual of service and maintenance requests on file before they compensate you for anything under their policy.

  

  Business Response

  Date: 09/08/2025

  Dear BBB,

  We have reviewed Ms. ******* claim and account history. On August 21, 2025, a technician inspected her HVAC system and found the failure was caused by a clogged drain line and related issues. Unfortunately, no preventative maintenance had been documented prior to the breakdown.

  Per the membership agreement: Coverage does not extend to failures caused by lack of routine care or maintenance, including clogged drain lines, dirty filters, or blockages in normal serviceable components. Such items are the responsibility of the homeowner to maintain on a regular basis.

  This is consistent with manufacturer recommendations, as most HVAC manufacturers require annual preventative maintenance, which includes clearing drain lines, verifying refrigerant levels, and inspecting electrical connections. Clogs are considered part of routine preventative maintenance because, if not resolved, they can cause water leakage, freeze-ups, and eventual system failure.
  In this case, while Ms. ******* later submitted maintenance documentation, it was performed after the failure and could not be applied retroactively. Because no prior preventative maintenance was on file, the claim did not qualify for coverage.

  Although *** correctly administered the claim under the contract, we refunded two monthly payments in full as a courtesy to help resolve the matter.
  AFC Home Warranty stands by this resolution as consistent with the agreement, manufacturer guidelines, and industry standards.

  Regards,

  AFC Home Warranty
  
  

  
  

  Customer Answer

  Date: 09/08/2025

   
  Complaint: 23792901
  
  I am rejecting this response because:

  They only gave me a refund for one month and not 2 as they indicated in their response. I'm also rejecting because their policies are predatory and after I was educated on the proper route to have my unit fixed, I was given pushback for having the unit maintenance even though their specialists told me I could use that last visit as a maintenance visit. I learned my ****** though. I will not recommend *** to anyone I know.

  
  Sincerely,
  
  Sad *******

  

  Business Response

  Date: 09/09/2025

  Dear BBB,

  We have reviewed Ms. ******* claim and account records.

  On July 5, 2025, when she reported an issue, our representative explained that preventative maintenance (PM) records would be required for HVAC coverage. This is outlined in the membership agreement, though it appears Ms. ******* may have misunderstood that guidance.

  On August 21, 2025, a technician inspection confirmed the system had already failed due to a clogged drain line and other major issues.  By that point, the unit was in poor condition, and documentation of prior maintenance was not available.

  Per the membership agreement: Coverage does not extend to failures caused by lack of routine care or maintenance, including clogged drain lines, dirty filters, or blockages. Such items are the responsibility of the homeowner to address as part of preventative maintenance.

  This requirement is consistent with manufacturer recommendations. For example, Rheem advises annual professional maintenance to clean coils, check refrigerant, flush drain lines, and ensure system efficiency. Maintenance performed after a breakdown cannot retroactively qualify a system for coverage.

  Because no prior preventative maintenance was provided, the claim could not be approved. However, to assist Ms. ******** AFC refunded two monthly payments in full as a courtesy, even though the claim was correctly administered under the agreement.

  AFC Home Warranty remains committed to clear coverage terms, licensed and insured contractors, and 24/7 claims support. Preventative maintenance is both a manufacturer requirement and a contractual requirement, and it protects homeowners from exactly the type of failure reported in this case.

  Regards,
  AFC Home Warranty
  

  
  

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23792901
  
  Where is the second refund?
  
  Sincerely,
  
  Sad *******

• Initial Complaint

  Date:08/18/2025

  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.

  This business sells itself as a home warranty company. It is however a predatory scam. When speaking with its representatives they claim they will cover the cost of repairs to certain parts of your house (less a service fee) in line with other, more reputable warranty companies.This is a ****** practice they have a service contract that depreciates everything in your house to the point that what they will cover in repairs is often less than the service ****** addition, when canceling they refuse to accept your cancelation until one of their **** contacts you and they deduct any repair work they paid for, but keep the premiums paid.This business is highly predatory.

  

  Business Response

  Date: 08/28/2025

  We have reviewed Mr. ******** account. He has been an active member for 26 months at a rate of approximately $1.66 per day. Since 2024, *** has approved and paid out over $800 in claims on his behalf. Because benefits have already been received under the plan, there is no refund due under the terms of the contract.

  We regret that Mr. ******* feels dissatisfied with his experience. AFC Home Warranty provides clear coverage terms at the time of purchase, and benefits are administered consistently according to the agreement. Requirements such as preventative maintenance and valuation are standard across the home warranty industry.

  That said, in the interest of goodwill and to help close this matter, *** is willing to issue a $150 goodwill refund. This payment is being offered outside of contract obligations and will serve as a final resolution to this complaint.
  AFC Home Warranty remains committed to clear coverage, licensed and insured contractors, and 24/7 claims support for all members.

  Regards,
  AFC Home Warranty

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23762388
  
  I am rejecting this response because:
  

  Bottom line AFC is a predatory business.  They state they have paid $800 in claims while omitting the hundreds of dollars paid to them in visit fees required to get service.  They also fail to mention that they deducted the $800 paid when the account was canceled, while keeping 3 years of premiums for themselves. 

   

  While I agree that all of this is allowed through convoluted legaleze in the contract, it was never made clear in the initial sign up period when they presented themselves as an alternative to more honest players like American Home Shield, who never offered $100 in repairs for "depreciated appliances" after accepting a $125 service fee for the honor. 

  I stand by my complaint that this is a predatory business, legal though it may be. 

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

  

  Business Response

  Date: 08/28/2025

  We regret that Mr. ******* feels dissatisfied with his experience. *** has administered his coverage in full accordance with the membership agreement. Service fees, claim valuation, and cancellation terms are standard across the home warranty industry and were applied consistently in this case.
  While we understand his frustration, no further adjustment is due.

  Regards,
  AFC Home Warranty

  
  

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23762388
  
  I am rejecting this response because:

  I'm asking the BBB to downgrade AFC.  The fact that they keep all premiums paid for the next full year of subscription by deducting paid work orders and not crediting service fees just shows what kind of business they are.  Not to mention the laborious cancelation process.  This business is praying upon people. 

   

  I am not the only former customer who feels this way.  You can find many of their victims online with a quick ****** search.  Some examples here. 

   

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

• Initial Complaint

  Date:08/13/2025

  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.

  Paid for the service fee. Tech comes out, says ice maker needs a motor, next day freezer and refrigerator stop working. Have called afc multiple times same answer. Sorry someone will call you tomorrow its been a week and still no communication from ***. No one has been back and only the same line for afc every time I call.

  

  Business Response

  Date: 08/25/2025

  Thank you for the chance to review the case.

  We have reviewed the customers complaint and the related service history.

  A licensed technician diagnosed the refrigerator and confirmed multiple failures, including a sealed system issue. Due to the age and condition of the appliance, repair was not considered cost-effective. Under the customers coverage, *** provides assistance up to the value of the item, and a cash settlement of $359.19 has been approved.

  We understand the customers frustration with both the breakdown and the communication delays. Our records reflect multiple outreach attempts by phone, voicemail, SMS, and email, though at times we were unable to connect due to a full voicemail box. *** also waived a service fee earlier in the process to help reduce out-of-pocket expenses.

  As a final resolution, *** will expedite the approved payment of $359.19. Once the customer provides a receipt or invoice confirming the replacement or repair, the payment will be processed the same day in the customers chosen form (eCheck or paper check).

  In summary:

  Technician confirmed sealed system failure on a 17-year-old refrigerator.
  AFC approved $359.19 toward replacement under the contract.
  Service fee was waived, and repeated contact attempts were documented.
  Payment will be processed the same day once receipt/invoice is provided.

  AFC Home Warranty remains committed to clear coverage terms, licensed and insured contractors, and 24/7 claims support.

  Regards,
  AFC Home Warranty
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/13/2025

  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 called in for service today because my hot water tank burst. They asked if I would be using my own technician, I asked if they could have someone at my house today and they said no. My repair man came and told *** that the water tank needed to be replaced and the cost would be $1800. *** told me that since the unit was old it was not worth anything, and therefore would only pay $100. This is obviously a scam as you would expect older equipment to fail, that is the reason for a home warranty. They claim on some appliances that there is no limit on reimbursement, that is a joke because they never look at the cost of the replacement, only what they believe the value of the old equipment. Like I said, this company is a scam and people should know.

  

  Business Response

  Date: 08/26/2025

  Dear BBB,

  On August 13, 2025, a licensed technician confirmed the customers water heater had failed. The unit was manufactured in 2015 with warranties expiring in 2021. Under the terms of coverage, *** provides assistance up to the value of the existing item at the time of failure. In this case, the calculated value was $0; however, *** approved $100 as a courtesy contribution.

  When the customer asked if a technician could be dispatched the same day, we explained that while we make every effort to find the soonest available appointment, immediate service cannot always be guaranteed in every area. For this reason, *** also offers members the flexibility to use their own licensed and insured technician if they prefer faster scheduling, and we will coordinate directly with that provider.

  The homeowner has had prior claims where this valuation process was explained, and this method is consistent with standard practice across the home warranty industry. Home warranties are designed to assist with the remaining value of existing systems and appliances, not to cover the full cost of replacing older equipment with brand-new units.
  To help close this matter quickly and in good faith, *** will increase the settlement to $200. Once we receive a receipt or invoice confirming replacement, payment will be issued the same day by ******. This adjustment is a goodwill gesture beyond contract requirements, intended to bring resolution for the homeowner.

  AFC Home Warranty remains committed to clear coverage terms, licensed and insured contractors, 24/7 claims support, and doing what we can to assist our members when unexpected failures occur.

  Regards,
  AFC Home Warranty
  
  

  Customer Answer

  Date: 08/26/2025

   
  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:08/11/2025

  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.

  Made a claim. **** invoices to company day before expiration of policy. Got a text there was a resolution, so I called. *** told me it was rejected because I sent invoices on 8 Aug, which is when policy expired, but I produced email that showed it sent on the 7th. I was out in hold for 10 minutes and THEN I was told it was because I never sent make, model, serial number of the ** unit. I was never asked for that. Not ine time did the *** say we needed that. Was told, oh it's in your fine print. This company is as bad as health companies. They find anyway to not pay claims.

  

  Business Response

  Date: 08/22/2025

  Dear BBB,

  The customers contract expired on August 8, 2024. While invoices for repair were submitted prior to expiration, we did not receive any documentation of preventative maintenance performed during the contract period. Because this requirement was not met, the claim does not qualify under the terms of the policy.

  That said, as a goodwill gesture, AFC Home Warranty is willing to review the submitted invoices and apply consideration toward a new plan, even though the original claim does not meet contract requirements. This is offered solely as a courtesy to the homeowner and outside of policy obligations.

  To avoid similar issues in the future, we recommend that when the homeowner receives their annual preventative maintenance, they also submit the invoice to *** at that time. This ensures documentation is already on file if another claim arises, preventing delays or misunderstandings.

  AFC Home Warranty remains committed to providing clear coverage terms, licensed and insured contractors, and 24/7 claims support, and we appreciate the opportunity to address this matter.

  Regards,

  AFC Home Warranty

  
  

  Customer Answer

  Date: 08/23/2025

   
  Complaint: 23732580
  
  I am rejecting this response because: i was only told to submit invoices.  It appeared that the company didn't ask for othernitems so they could use that to reject claim.  They tried to inform me that it is the contract but why tell me they need one thing and not the others.  Could it be that the company does that on purpose to not pay claims?  I found another company, higher rated and doesn't require any maintenance documentation.   I would never resign with AFC. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 08/28/2025

  We appreciate Mr. ******* feedback and understand his frustration. At the time of claim submission, our team requested invoices and preventative maintenance documentation, which are required under the terms of coverage. These requirements are clearly stated in the membership agreement and are in place to ensure covered systems have been properly maintained prior to failure.

  While Mr. ****** has expressed dissatisfaction, *** did review the documentation provided, and the claim could not be approved as the preventative maintenance records were not submitted within the contract period. This process was not applied selectively; it is the same requirement for all members and is standard practice across the home warranty industry.

  We regret that Mr. ****** does not wish to renew with ***, but we stand by our original resolution as it is consistent with the coverage purchased. *** remains committed to clear terms, licensed and insured contractors, and 24/7 claims support for all members.

  Regards,

  AFC Home Warranty