ComplaintsforAFC Home Warranty

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company failed to disclose that the contract uses depreciated values instead of replacement cost.

  

  Business response

  04/23/2024

  Dear *************,

  We hope this message finds you well.

  Regarding your recent cancellation request for the plan purchased on 3/17/2024, we appreciate your feedback and understand your concerns. Your initial down payment of $100.00 was indeed received, initiating the coverage.
  Our terms of service include a comprehensive 30-day 100%money-back guarantee review period. This provision ensures that you have ample time to assess the coverage and confirm its suitability for your home. However,we regret to inform you that your monthly payment of $61.52, scheduled for 4/21/2024, was declined.

  In light of your cancellation request, we promptly processed the refund according to our terms. As per our policy, if a cancellation request is submitted within the stipulated review period, a full refund is issued.However, if the request is received after this period, the refund is pro-rated,inclusive of a cancellation fee.

  We've calculated the refund amount based on the days the plan was in force. With a daily plan cost of $1.28 over 6 days, the total usage amounts to $6.40. Additionally, a cancellation fee of $75.00 is applied,resulting in a total deduction of $81.40. Therefore, the refund amount of $18.60 has been processed back to your account on 4/23/2024.

  Please allow 1-3 business days for the refunded amount to reflect in the method used for payment.

  Thank you for your understanding and cooperation throughout this process. Should you have any further inquiries or require assistance,please don't hesitate to contact us.

  
  Best Regards,

  AFC Team

  Customer response

  04/24/2024

   
  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

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this home in 11/2023. I had a home inspection done at the time. Today I filed a Home Warranty Claim because my air conditioning unit needs to have the coil replaced. It is freezing up. I was told my claim was being denied because a part, that is not covered caused the issue. Noting here that AFC did NOT send any technician to my home to inspect the unit. I contacted my heating and air company and asked if anyone from AFC called. They said no. I was wondering how AFC would know that if they have not looked at the unit or talked to the service person who was here this morning. I asked if that was the cause and was told no. My heating and air company checked and found that my coil is under warranty until 2025 so it will be no charge for the coil. I will be charged to replace the **** Refrigerant, and seal the unit as well as the labor. AFC has not provided me with an appropriate reason for denial of claim. What I was told does not make sense. Total for this repair will be $2705.00. I have scheduled the repair for next Tuesday, 4/16/2024. It would be nice to have this resolved by then. Noting that I sent an email to the company as well.

  

  Business response

  04/15/2024

  ****************,

  We apologize for any dissatisfaction you experienced regarding our response to your case. Our ability to advise you on coverage eligibility without sending a technician to your home was based on the fact that your unit is still under manufacturer warranty, as per the specifications you provided in the inspection report of your home.

  When a unit is still guaranteed by the manufacturer, it is advisable to go directly through them, as all parts are covered and you do not incur any costs. Additionally, you can request that labor charges be covered,although this process is handled directly with the manufacturer. As I am not affiliated with them, I do not have insight into their procedures.

  It is an industry standard that extended warranty programs cannot request work to be done on a unit that is still covered by the manufacturer's warranty. This arrangement offers additional protection and benefits to you as the consumer. We regret any confusion or frustration this may have caused, as we have adhered to standard practices in this matter.

  We wish you the best moving forward.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home on 1 August 2023, during the process of purchasing the home I purchased a home warranty through AFC home warranty. As part of the closing, an Inspector reviewed the **** and said it was operational. I provided them with this report. On 19 March 2024 I had a local **** company conduct a Spring tune-up/maintenance. The local **** company found that the Downstairs System is from 2013 and showing signs of breakdowns that will arise soon. Evaporator coil shows lots of rust, as well as biological growth. I contacted AFC about the matter, they said because I dont have records of preventative maintenance done in the past 12 months that this is a claim they will not cover. Since I have not owned the home for a year I do not have those records. And the maintenance done two days ago was the preventative maintenance they are now asking for. They also told me that there is no timeline on when the preventative maintenance should occur. I am barely 7 months into this contract.I do not recall any statements that ****s are not covered until after preventative maintenance is done. These actions are counter to statements made on their homepage Whether you need repairs or a new appliance, AFC helps cover the cost of even the most expensive items, like **** and plumbing. I am requesting the full amount of the plan be reimbursed if they continue to reject this claim.

  

  Business response

  03/29/2024

  Thank you for bringing your concerns to our attention regarding your recent experience with AFC Home Warranty. We sincerely apologize for any confusion or inconvenience this situation has caused you.

  Upon reviewing your complaint, we want to clarify a few key points. While we understand your frustration, it's important to note that home inspectors, as part of their assessment, typically inspect HVAC systems by simply turning them on to ensure they are operational. However, they are not licensed HVAC technicians and their inspection is not a substitute for comprehensive maintenance performed by a qualified professional.We acknowledge the importance of preventative maintenance and the necessity of having a licensed HVAC technician conduct thorough inspections. As stated in our terms of service and welcome letter, preventative maintenance is a requirement for coverage, and we do encourage homeowners to have this maintenance performed at least once a year to ensure the longevity of their systems and to ensure there are no pre-existing failures. We show you opened the emails in August advising of this requirement, particularly the welcome letter:

   "With any system or appliance, the best protection against failure is proper maintenance. Following your manufacturers maintenance recommendations helps to avoid disastrous failures and extensive repairs. In particular, AFC requests that homeowners have their HVAC (heating and air conditioning) system professionally serviced at least once a year. In the event that your HVAC system fails, you will be asked for the most recent maintenance record. You can mail or upload this information to our secure server at any time to expedite service in the future."

  Like most ACs, York equipment usually lasts at least 15 years. Of course, lifespan hinges on various factors like use frequency, care, and routine AC maintenance. Without proper upkeep, the unit is unlikely to last 15 years, much less 10. However, if you care for the system properly, it might exceed the projected lifespan. 
  

  All of our members are provided with a 30-day window to review our terms and conditions. This period allowed you the opportunity to assess whether our services align with your needs and expectations. As stated in our terms of service, full refunds are offered within this initial 30-day period if you find that we are not ************* for you. Regrettably, as the 30-day review period has expired, we are unable to process a refund at this time.
  

  We value you as a member and would like to express our gratitude for your understanding regarding this matter.

  Customer response

  03/29/2024

   
  Complaint: 21467684
  
  I am rejecting this response because:  proof of preventative maintenance was provided to AFC.
  
  Sincerely,
  
  Valis *******

  

  Business response

  04/08/2024

  Thank you for getting back in touch with us. We truly appreciate your patience as we looked into your concerns regarding the preventative maintenance service.

  After reaching out to the technician listed on the invoice,we gained insight into the condition of your unit. According to the technician,while the unit is operational, there were observations of rust and growth inside, which are indicative of its age and wear. We understand how disheartening this may be, especially considering it's no one's fault, and it's possible that you might be relatively new to the property.

  Although instances of rust fall outside the coverage of our service agreement, we acknowledge the importance of maintaining a positive customer experience. In light of this, we would like to extend a gesture of goodwill by offering to refund the unused portion of your plan. We'll ensure to adjust the refund to account for any claims previously paid for electrical issues. There will be no cancellation fee or charge for the time the plan was active.

  Please let us know if you would like to proceed with this resolution. Your satisfaction is our priority, and we are committed to resolving this matter to your satisfaction.
  Thank you once again for bringing this to our attention.

  Customer response

  04/08/2024

   
  Complaint: 21467684
  
  I am rejecting this response because:  additional documentation was sent to AFC describing a leak in the coils.
  
  Sincerely,
  
  Valis *******

• Initial Complaint

  03/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a home on 04/25/2023, during the process of purchasing the home I opted to purchase a home warranty through AFC home warranty. On 3/1/2024 My **** system went out, so I contacted AFC about the matter, they dispatched a technician, which cost me a 75$ copay. I was contacted by AFC and told they would not cover the cost unless I could provide them with last year's maintenance record. I had not had maintenance done on the unit because I had not owned the home for a year. I offered to show them The homeowner Inspection report showing that the **** was in working order when we purchased the home to no avail. AFC declined to cover the **** unit, I then asked to cancel their service, which in and of itself requires more hoops to jump through than trying to cancel a gym membership. AFC has acted in bad faith, and I would like a full refund on the service call, and for the monthly payments, I have made to them. Buyer beware, AFC will do whatever it takes to not cover anything.

  

  Business response

  03/12/2024

  Dear BBB,

  Thank you for bringing this matter to our attention. We are diligently addressing the concerns raised by the consumer to ensure a satisfactory resolution.As part of our commitment to customer satisfaction, we have taken the following steps:
  

  1.We are actively engaging with the consumer to rectify their request promptly and effectively.
  2. A second opinion has been dispatched to the residence to ensure comprehensive evaluation and resolution of the matter.
  3. We are in direct communication with the customer regarding the status of the approved claim, providing clarity and support throughout the process.

  We remain dedicated to resolving this matter in a manner that reflects our commitment to quality service and customer care.Should you require any further information or assistance, please do not hesitate to contact us directly.
  

  Sincerely,

  AFC Warranty 

  Customer response

  03/12/2024

   
  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

  03/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I filed a claim with AFC and was to receive $100 check as settlement. They refuse to pay stating because I canceled the policy prior to cutting the check I was not due. I canceled on February 26, 2024 and the policy was paid up till February 29, 204

  

  Business response

  03/08/2024

  Dear ********************,

  Thank you for your correspondence. According to the terms of service outlined in our agreement, premature termination of your membership with AFC ********* results in the termination of all associated service requests, as per the cancellation clause.

  Upon review of your account, you paid a total of $248.00 and utilized *****% of the policy during your active membership. With a daily rate of $2.03 over 118 active days, the total time used amounts to $239.54. Additionally, a $75.00 cancellation fee applies, resulting in a refund amount of -$76.54, indicating no refund is due.

  However, as a gesture of goodwill, we would like to extend an offer of $100.00 for the microwave issue. An electronic check for this amount has been sent to your email address.
  We appreciate your understanding in this matter. Should you have any further questions or concerns, please do not hesitate to reach out.

  Thank you for your attention to this issue.

  Regards,

  AFC *********

  Customer response

  03/08/2024

   
  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

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted with AFC on 10.6.2023. Paid the full service agreement in the amount of $1,350. First time calling for service on 1.22.24 to report issue with refrigerator ice maker not working. AFC were suppose to assign a contractor within 48 hrs. After not hearing from them in 3 days, I called again on 1.25.24 where they said they tried to contact me to get more information, but I never received a phone call or email. Spoke w/service manager ******* at that time to inform her of my complaint of no contact from AFC and the delay in service. Informed that it would be another 48 hrs from that date for them to fill in the blanks with info that was provided with the initial request. Apparently, they don't have any contractors in network and force the customer to do all the work. Over a series of days, spoke with ******* on 1.26.24, ******* on 1.26.24, Tati on 1.29.24, ******** on 1.31.24, ******* on 1.31.24, Tati on 2.15.24 all trying to get answers, get assistance to get my covered appliance repaired and figure our their processes. I had to pay up front for the contractor which I had to find, both service fee and full cost of repair. It took AFC at least two weeks on both instances to refund my monies. With this overall unsatisfactory service, we decided to cancel and get a refund. The issue is that AFC is making us repay for the total cost of repair $354.15 plus the daily cost of the days we were covered under their contract $179.84. My issue is that they can't have it both ways. We were covered, repair was approved and because we no longer desire your service we have to repay. OR if we do have to repay for the repairs, why are we still having to pay for days that we didn't receive any service. This is blatant business fraud and illegitimate charges.

  

  Business response

  03/01/2024

  *************,

  We appreciate you taking the time to express your concerns,and we understand your frustration regarding the recent service experience with AFC ********** However, upon reviewing the details of your complaint, we believe it's important to clarify certain points for accuracy and transparency.

  Your service request was indeed initiated on 1/22, as indicated. Subsequently, on 1/24, our representative **************** engaged in a detailed discussion with you to outline the service process and troubleshoot any issues. During this conversation, we offered you the option to either arrange for your own technician or have us facilitate the assignment of one.Your preference was for us to locate an available technician

  It's crucial to note that on 1/25, you contacted us to request a cancellation due to perceived delays. However, during our previous conversation on 1/24, we explicitly communicated that non-emergency requests may take ***** hours for assignment. Despite this, in acknowledgment of your concerns, our manager ******* exercised goodwill by waiving the $75.00 service fee.

  You subsequently confirmed your decision to proceed,informing us that you had already secured the services of your own technician.We assured you that upon receipt of the diagnosis, we would promptly review it.
  On 1/26, your technician provided the diagnosis for the unit, indicating that repairs were still pending. You requested a callback on Monday, 1/29, for further updates.

  During your conversation with *********** on 1/29 regarding reimbursement, we informed you that processing could take up to 2-4 weeks. Upon receiving the necessary receipt information from you on 1/31, we promptly initiated the reimbursement process.

  We would like to emphasize that AFC ********* operates as a service contract provider, distinct from insurance. As with all service contracts, we commit to fulfilling our obligations as long as you remain a member. However, it's important to recognize that cancellation before the agreed-upon service duration may incur charges for the time utilized and services rendered, consistent with industry standards nationwide.
  We ensure that all terms of service are transparently provided for review prior to the activation of your account. It's imperative to maintain these standards to uphold the integrity of our services and ensure fairness to all our members.
  We genuinely value your feedback and strive to address any concerns promptly and professionally. Should you have any further questions or require clarification, please don't hesitate to contact us directly.
  

  Customer response

  03/01/2024

   
  Complaint: 21365764
  
  I am rejecting this response because: AFC cannot have it both ways! You cannot charge us for costs that were covered for the approved repair during the timeframe that we were covered AND then also charge us for the days that we paid for during our time covered.  The fact that we were covered and paid AFC from 10.6.2023 through 2.29.24 and the approved repair was finalized 2.8.24 within that timeframe was fulfillment of our contract.  You cannot go back and bill us for an approved repair as if we were not covered and paying for this service all along.  We have no problem with the cancellation fee of $50 nor do we have a problem with the cost of days active $179.84.  But to dishonor your contract by double billing us the $354.15 for the covered repair is not business standard and in fact very dishonest and fraudulent as a business!  I'm sure this is considered stealing from your customers. 
  
  As stated in my complaint AFC is the worst warranty company we've had the displeasure of working with.  False statements were made by your team when stating they tried to contact us for more info and NO a contractor was never assigned forcing us to locate someone on our own.  The going back and forth was way to much for any customer to have to endure.
  
  Sincerely,
  
  *************************

  

  Business response

  03/08/2024

  Dear *************,

  
  We appreciate you taking the time to share your concerns with us. It's important to emphasize that we have strictly adhered to the terms of service outlined in our agreement with you. These terms are readily accessible online and within your portal for review, and we provide a full 30-day 100% money-back guarantee review period to ensure transparency and customer satisfaction.

  We want to assure you that the cancellation clause in our agreement is standard within the industry and aligns with common practices. Our commitment to fulfilling the promises made within our agreement remains unwavering.
  While we regret any dissatisfaction you may have experienced with our services, we remain dedicated to assisting you in any way possible to improve your experience in the future.
  

  Thank you for bringing your concerns to our attention, and we appreciate your understanding.

  Regards,

  AFC Home Club 

  Customer response

  03/08/2024

   
  Complaint: 21365764
  
  I am rejecting this response because:  Weve had previous home warranty companies and I assure you this is most certainly not industry standard.  Any descent business would provide services according to their contracted agreement.  This is not the case with AFC.  If we are going to pay the $354.15 full cost of this covered and approved repair, then what are we paying them for?

  Bottom line we paid up front for this service, the service provided by your company was unsatisfactory and we chose to cancel it.  You cannot charge us for services your company DID NOT perform, which is exactly the case if we end up paying the $354.15 - the full cost of the repairs.

  It does not appear that AFC is trying to offer a reasonable resolution, but rather defend their unethical and fraudulent business practices of taking consumers money up front and refusing to provide accurate refunds upon cancelations.

  They have the option to either refund us $1,325.00 which is $1,350 (full amount paid) minus $25 (cancellation fee) for them NOT covering any services during our covered time and having us pay for this covered and approved service/repair ourselves.
  OR
  They can refund us $1,145.16 which is $1,350 (full amount paid) minus $25 (cancellation fee) minus $179.84 (cost of days active) for AFC honoring their contract and providing the covered and approved services/repairs.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My heating system requires a new expansion tank and needs bleeding of one zone ( Weil McLain hydronic system).I contacted *************** and the cost is approximately $1800.The claim was denied as ostensibly it it not covered under their best (platinum) plan.Also an earlier claim for ice maker was underpaid.It seems it is their policy to find ways to deny or underpay a claim.I am considering cancellation of the warranty policy. Will not recommend this company to anyone.

  

  Business response

  01/29/2024

  Dear ****************,

  Thank you for bringing your concerns to our attention. We appreciate your feedback and apologize if you are not entirely satisfied with your plan. We want to address your points and provide clarity on the matter.

  Firstly, we understand your frustration with the exclusion of expansion tanks and maintenance from our plan. It is an industry standard to exclude add-ons, upgrades, and maintenance, as home warranties are primarily designed to cover unexpected failures and repairs. Our plan, as outlined in the terms of service, clearly specifies items that are covered and those that are not, including expansion tanks.

  We would like to emphasize that having a home warranty does not absolve homeowners of their responsibility for maintenance, such as bleeding the boiler. The recommended maintenance, as mentioned in your provided link, falls under the homeowner's purview, and the denial of coverage for such instances is not false or unprovoked.

  (*********************************************************************************************************************************************************************************.)

  Regarding your icemaker concerns, it appears that there was a discrepancy in the technician's documentation. The actual cost of the icemaker, excluding non-covered failures, was $300.00. AFC has already reimbursed $170.00, and we would like to offer further assistance by covering the remaining $130.00 for the cost of the physical icemaker.

  To expedite this process, please confirm whether you prefer the balance to be sent as a physical paper check or as an electronic check via email. We want to ensure a swift resolution to address your concerns.

  Thank you for your understanding and patience as we work towards resolving these matters. If you have any further questions or require additional clarification, please do not hesitate to contact us.
  
  
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to file an official complaint against *** Home Warranty regarding their handling of my furnace replacement claim under my warranty agreement.I am a customer of ***, holding the policy number ***HCP22190009. I have experienced multiple instances of unsatisfactory service and response. The latest issue involves the refusal by *** to cover more than the depreciated value of my broken furnace, amounting to only $100. This coverage is insufficient and does not align with the understanding I had when purchasing the warranty service, which I believed would provide significant coverage against substantial home repair expenses.Upon enrolling in the warranty program, I was under the impression that the service would provide substantial coverage against significant home repair expenses. To my dismay, I discovered that the policy contains clauses that greatly limit coverage, specifically a clause about appliance depreciation. This critical information was not clearly communicated during the enrollment process and was instead buried deep within the policy text. I find this to be a deceptive practice, as it significantly diminishes the value of the warranty.This pattern of evading responsibility and offering minimal compensation, as evident in both the ** issue and the recent furnace replacement claim, is highly concerning. It suggests a systematic approach by *** to limit their liability and financial output at the expense of their customers' wellbeing and trust. I believe that ***'s approach in these matters is not only unfair but also unethical. The coverage offered is not in line with the reasonable expectations set during the purchase of the warranty. Therefore, I have requesting a full refund of all the premiums paid to *** as the service promised has not been delivered, and I feel misled by the terms and conditions of the warranty.Furthermore, I wish to highlight a previous incident that occurred in early 2023, which was my first interaction with the company's disappointing service. During this time, I faced issues with my ** system, with some rooms in my house not cooling properly. Upon a professional inspection, the contractor advised that major components of the system, particularly the furnace, required replacement due to its age and the potential risk of leaking gas. It was also mentioned that the system might not have been properly installed or had been modified. In response, *** declined any responsibility for repairs or replacements, citing the potential improper installation as the reason. This incident was my first glimpse into the kind of practices and customer service ethics employed by ***.I ask *** to reconsider their position and provide a resolution that fully covers the replacement cost of my furnace. If this issue is not resolved to my satisfaction, I am prepared to seek legal counsel and escalate this matter further.I trust that the Better Business Bureau will look into this matter and assist in achieving a fair resolution. Your attention to this issue is greatly appreciated as it impacts not only my situation but potentially that of other consumers who might be under similar warranties with ***.I have attached an email thread from the *** sale rep that records our back and forth communication when I was purchasing the service. This communication will highlight that the depreciation clause is never once mentioned but rather all of the great coverage is talked about from the *** employee. Thank you for your time and assistance.

  

  Business response

  01/29/2024

  
  Thank you for providing us with the opportunity to address this complaint. The $100.00 payment applied to the furnace was extended as a gesture of goodwill to express our appreciation for this valued customer. It's important to note that they initially acquired two years of coverage through a *********** transaction. However, the customer has decided to discontinue the second year of coverage, and we will promptly refund them $700.00 in full.

  We are unable to process a refund for the membership period spanning from 2/2/2023 to 2/2/2024. This is due to the fact of the time utilized,and the goodwill extended already surpasses the original payment of $700.00 for a one-year period.
  Our awareness of potential issues with the customer's HVAC system dates back to 3/29/2023, when data from the technician he called to their home highlighted significant inefficiencies on the furnace systems. On 5/22/2023 at 8:55 am EST, our manager verbally explained the limitations of coverage, emphasizing that the furnace failures were not covered items.Additionally, an email sent on the same day reiterated this information. The content of the email is provided below:

  ******* G <*****************************************>
  10:56?AM (0 minutes ago)
  to ****************
  
  This message is for ********************
  This email serves as a confirmation of Service Requests ****** and ****** for the A/C units and the update on the Furnaces as they were mentioned on the invoices.
  
  In regards to the heating systems; after reviewing the invoice received from your technician, the attachments advised that the furnaces for both Upstairs and Downstairs are inefficient to today's standard and they are recommending replacement as they do not meet new energy rating requirements.
  Both Furnaces have met and exceeded the lifespan of ***** years that they normally hold being 22 years old.
  As there are no failures currently on the systems, we are unable to offer assistance at this time with the replacement of the Furnaces.
  At the time of failure, if one shall arise; we would happily review a diagnosis for further assistance within your membership.
  
  In regards to the ***********; after reviewing the invoices from your technician, the attachments advised that both of the A/C systems are mismatched and the plenum and duct orientation are poorly arranged, which does not allow the proper air volume to be pushed to the appropriate rooms.
  Although we are here to assist with mechanical failures to the systems, mismatched units, and improper installation falls outside the scope of coverage the membership provides.
  
  Please see below as requested, where this information is stated in the sample contract on our website along with, the same coverage terms sent to you at the beginning of your membership.
  
  Page 2 of 10
  1. AIR CONDITIONING AND HEATING SYSTEM
  COVERED: All components and parts of the following systems: ducted, central, electric, split and package units, forced air (gas, electric, oil), wall-mounted units,mini-splits, heat pumps, thermostats, condenser fan motors, compressors,condensers, coils, capacitors, relays, contactors, pressure switch, thermistor,transformers, defrost boards, blower motors, inducer motors, heating elements,igniters, ignition module, burner assembly, thermocouple.
  NOT COVERED: Window units, portable units, chiller systems and components, geothermal components,oil-based boiler systems, solar heating systems, fireplaces and key valves,radiant cable heat, heat lamps, humidifiers, outside or underground piping,standard or electronic filters, computerized HVAC management systems or zoned controllers, flues and vents, roof jacks or stands, condenser casings,condensate pans, condensate line stoppages, pad or pad frames, automatic or manual dampers, refrigerant recapture and disposal, and air conditioning with improperly sized systems, hard-start kits, heat exchangers, maintenance.
  
  Page 3 of 10
  2. DUCTWORK
  COVERED: All standard ductwork throughout the residence, attachments to HVAC units.
  NOT COVERED:Improperly sized ductwork/duct system, crushed ductwork.
  
  It is crucial to understand that our policy, in alignment with industry standards, does not cover mismatched units, improperly installed units, or lack of maintenance. Therefore, AFC Home Club adhered to standard procedures, and there was no fraudulent or unusual conduct. Consequently, we cannot process a refund for the 2023 policy. If the customer's home underwent an inspection and these issues were not pointed out, we suggest reaching they reach out to the *********** agent for further clarification. Thank you for your time and understanding.

  Customer response

  01/31/2024

   
  Complaint: 21151932
  
  I am rejecting this response because:

  
  
  Firstly, I would like to address the primary issue at hand the mechanical failure of my furnace. It is important to highlight that the failure of my furnace was ******************* in nature, as it simply ceased functioning. This scenario falls squarely within the ambit of 'mechanical failures', which, as per the terms of your policy, is covered. The failure of my furnace was not due to any mismatch in units, improper installation, or issues related to sizing or ductwork aspects that your policy excludes. Therefore, I believe that the denial of coverage for the mechanical failure of my furnace is not in line with the terms of the policy I hold.

  
  Secondly, concerning the refusal to refund the premiums paid during the first year of the policy: given that the mechanical failure occurred within this period, and considering that such failures are covered under the policy, it seems unjust and contrary to the spirit of the agreement to withhold a refund of the premiums. The ethical and just action, in this case, would be for AFC to honor its commitment as per the policy either by covering the costs associated with the mechanical failure of the furnace or by refunding the full premiums paid during the first year.

  
  I appreciate the efforts made thus far; however, they do not align with the specific terms of the policy nor address the issue at hand adequately. I urge you to reconsider the decision in light of these points. I look forward to a resolution that is both fair and in accordance with the terms of our agreement.

  
  Thank you for your attention to this matter. I await your prompt response.
  
  
  Sincerely,
  
  *******************

  

  Business response

  02/07/2024

  Dear BBB Representative,

  
  We appreciate the opportunity to address ****************** concerns raised in his recent complaint. After thorough review and consideration of the details provided, we would like to offer a clear response regarding the issues outlined.
  Firstly, it's important to note that we take all customer complaints seriously and strive to resolve them promptly and fairly. In ***************** case, we understand his frustration regarding the coverage of his unit under our home warranty plan. However, we stand by our decision that the unit in question does not meet the requirements for coverage based on its condition.

  Our assessment, conducted by the homeowner's technician on March 28, 2023, indicated that the system was well beyond its useful and safe years, with no safety changes or upgrades made by the homeowner despite recommendations. Additionally, we communicated to ************** in writing via email on May 22, 2023, that the unit was not eligible for coverage under our policy terms.

  The recent mechanical failure identified in January **** further underscores the necessity for proper maintenance and upkeep of home systems. Even if the failure were solely mechanical, we cannot assist with any failures occurring in a unit that was deemed ineligible for coverage due to factors such as mismatched components, improper sizing of the evaporator coil,and inadequate ductwork.

  While we empathize with ****************** situation, we must adhere to the terms of our policy, which were communicated to him on multiple occasions. Regarding his membership, we cannot issue a refund for the 2023 plan. However, for the **** plan, we are willing to offer a full refund or downgrade the plan to remove coverage for HVAC systems, providing protection for the rest of his home, which is in proper working order. Alternatively, if ************** chooses to forgo coverage altogether, we will issue a full refund of the amount paid for the **** plan.

  We hope this response clarifies our position and demonstrates our commitment to addressing customer concerns in a fair and transparent manner. Please do not hesitate to reach out if further information is required.

  Customer response

  02/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and do not find their response satisfactory. However, it is quite clear that this company will stand firm on their fraudulent character and loopholes for home warranty coverage. It is with discord and frustration that I will accept their insulting $100 for coverage of a mechanical failure, and a full refund of the $700 premium. A total of $800. It is to be known that the furnace that they are refusing to cover is the smaller unit that is not mismatched per their response. For anyone reading this on the BBB, proceed with caution when hiring a home warranty company, and choose wisely.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called AFC due to a microwave malfunction. After the technician suggested a new unit- we reached out for reimbursement. Once we called the appliance store we were told that the microwave oven cant be replaced without changing the wall oven as well, since they are one unit and share a power source and are wired together as a set. When I explained this to the lady on the phone, she gave me a rehearsed speech about a clause on page one of my contract. I have reviewed that clause and obviously she has no idea what she is talking about. As a matter of fact, most people I have conversed with at this organization seem clueless or are simply being untruthful. I was offered $271 for a new microwave when I have to spend $2600 for a new set- which is only ten years old. They are giving no consideration about the wall oven that is part of this unit. Very disappointed and feel deceived. Im going to reach out to the GA ************************ to see if they assist due to similar complaints I see with the BBB. I plan on informing everyone in my professional and personal capacity about AFC Home Club.

  

  Business response

  01/19/2024

  Dear ******************,

  I trust this message finds you well. Our records show that our management team has been in communication with you regarding your request.Below is the email that was sent to you, indicating that you spoke with the supervisor regarding the identified parts, and you mentioned further investigation into parts availability that you wanted to look into. 

  At your earliest convenience, please update us on the progress of your inquiry. Feel free to reach out via phone or email. We are eager to assist you in any way possible. Thank you for your cooperation. 

   

  "Hello,
  
  I hope this email finds you well. I am writing to inquire about the availability of a specific part for the Frigidaire Microwave/Oven Combo unit. You provided us with part number: **********. Our customer requires this part, and we want to ensure that we provide them with the best options.
  
  Firstly, we were able to confirm the part is available through the manufacturer:
  ************************************************************************/4958986
  
  SearsPartsDirect:
  **************************************************************************
  
  Encompass:
  *********************************************************/
  
  Additionally, we would like to explore the possibility of obtaining the part through other reputable part suppliers. If so, kindly provide information on the availability, pricing, and delivery timeframes from these alternative suppliers.
  
  Furthermore, we are interested in understanding the labor rates associated with ordering and installing this part. Could you please provide details on the labor cost if we were to order the part? Alternatively, if you can order the part through another part supplier, we would appreciate confirmation on whether the labor rates remain consistent.
  
  Your prompt attention to this matter is highly appreciated as it directly impacts our ability to meet our customer's needs promptly. If you require any additional information or clarification, please do not hesitate to reach out.
  
  Thank you for your cooperation, and we look forward to your response."
  
  
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home warranty in October 2023 with this company. ********************* our account manager who sold ** the policy told many lies about the coverage such as zero cancellation fees. A couple of weeks we found ourselves having to use the policy because our refrigerator stopped working. They sent a tech which cost us out of pocket $125. The tech said that the freezer drawer have a part that broke but has now been discontinued. As per AFC freezer drawers are not covered so they will pay $377 towards the purchase of a new refrigerator. Then they dictate when we l must buy the refrigerator before they will pay their portion. We purchased a refrigerator and provided a receipt. Then 2 weeks later they decided they came back with a story saying that we did not purchase a refrigerator despite our proof of purchase. At which point we were done with their scam and asked to cancel the policy. Now they are charging us $75 cancelation fee. These people are a huge scam, it would have been cheaper to buy an appliance instead of a policy. I would like a refund of my deductible $125 plus the they offered towards my refrigerator purchase $377 and my $75 cancellation fee.

  

  Business response

  01/16/2024

  Mr. and ***************,

  I hope this message finds you well. We appreciate your feedback and concerns regarding your recent experience with AFC Home Club. We understand the importance of addressing each issue raised in your Better Business Bureau complaint and aim to provide clarity on the matters you've highlighted.

  Firstly, let's delve into the coverage of our home warranty service. Our records indicate that the service request timeline adhered to industry standards. It's crucial to note that physical items of appliances are not covered due to potential issues arising from improper use or physical damage. Our product is designed to address mechanical failures, specifically those affecting internal components or systems crucial to proper functioning,such as a malfunctioning compressor or thermostat.

  To clarify, mechanical failure in a refrigerator is defined as "issues related to the internal components or systems that affect its proper functioning." Conversely, physical damage involves external harm like dents or scratches, worn drawers, broken drawers, which may not impact mechanical systems but affect appearance and usability

  In reference to the cancellation fee and service fee, our representative explicitly discussed the $75.00 cancellation fee during the recorded call. Additionally, the service fee, ranging from $75.00 to $125.00,was selected by you at $125.00. This fee compensates the third-party technician for their time and diagnostic work, making it nonrefundable. If you have concerns regarding the service fee, we recommend reaching out directly to the technician's company.

  Regarding the covered repairs payment, our system recognizes the order as canceled on or before 1/8/2024. Consequently, no payment was made for a new unit. We have issued a prorated refund in accordance with the terms on 1/15/2024. However, if there's a different receipt or order, please provide it for our review.

  Your satisfaction is of utmost importance to us, and we appreciate your time in bringing these matters to our attention. If there are further details or receipts you'd like us to consider, kindly share them, and we will promptly review the information.

  Thank you for your understanding, and we look forward to resolving these concerns to your satisfaction.

  
  

  Customer response

  01/16/2024

  Because you mention that all your phone conversations are recorded, kindly pull up our conversation with your sales manager ********************* on September 11, ******************************************************************************************************** addition to the store receipt for the new refrigerator that we already provided, attached please find charges to our credit card for the refrigerator. Im not sure what scam your company is doing by making up stories about cancelling purchases but it is not ethical and all Americans should be make aware of your scam against consumers.

  

  Business response

  01/25/2024

  Dear BBB,

  I trust this email finds you well. Thank you for taking the time to share your concerns with **, and for your patience as we thoroughly investigated the matters raised in your recent communication.

  Upon reviewing our records and cross-referencing the information with the ****** purchase and our recorded call, I would like to provide you with a comprehensive response to address the issues at hand.

  In the recorded call, ************** initiated the conversation,and *************** took over the call as he stated she knew more specifics of what hey wanted for coverage. At minute 14:02, *************** was seeking clarification on potential cancellation fees. Our representative, in response to ******************* query, confirmed the existence of a $75.00 cancellation fee, aligning with the terms of service provided during the 30-day review period.

  To assist in providing clarity, I have attached a screenshot of the specific segment of the call pertaining to the cancellation fee. This evidence serves to support our adherence to the communicated policies.

  We acknowledge you may have purchased of a different unit,and it is important to clarify that our intent is not to dispute this fact.However, our system requires accurate data for processing, and based on the information available, the receipt provided with the order was duly cancelled and returned, and your membership was terminated as requested with a refund being processed.

  Regrettably, with the current information available to us,there is no further action we can process at this time. We value your satisfaction as a customer, and should you have any further inquiries or concerns, please feel free to contact us directly.

  Thank you for your understanding and cooperation.
  
  AFC Home CLub

*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. ↩