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:07/23/2025

  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 had plumbing, furnace and septic issues. Each time I had *** suggested technicians come out they didn't fix issues. I used my own technicians and issues were resolved but *** refused to pay

  

  Business Response

  Date: 07/23/2025

  Dear BBB and Mr. ******************* you for the opportunity to respond. We understand Mr. ******* concerns and appreciate the chance to clarify.

  Mr. ******* policy had only been active for eight days when the first claim was submitted. Although the system in question was a known mismatchtypically excluded under the terms of the agreementAFC still issued a payout as a courtesy.

  Subsequent claims involved a plumbing backup caused by root intrusion and a failed septic pump. Root-related damage is excluded from coverage, and septic components require a visible Manufacturer Model and Serial (***) number to verify eligibility. In this case, the *** was not available.

  Mr. ****** has since canceled his plan, which limits our ability to assist any further. Without an active policy, we are unable to re-review or take additional action on past claims.
  We regret that his experience did not meet his expectations and wish him the best moving forward.

  Sincerely,

  AFC Home Warranty
  ***********************************
  *******************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/07/2025

  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 am beyond fed up with ***. I fell for their promises about two years ago, thinking they were better than American Home Shield, but they are 20 times worse. Just this week, my AC wasnt cooling properly, and when the technician called *** to pay for the repair they would cover, they only offered $100! They claim because it's an older system, thats all theyll give. But the repair was just a refrigerant top-upa simple and common fix regardless of age. Over the past two years, Ive paid AFC $1600, and theyve only covered $100 in repairs after four calls. This is unacceptable. They need to honor their warranty and stop LYING about what they actually cover. $100 is a slap in the face for HVAC repairsand *** knows it. I demand they do the right thing NOW.

  

  Business Response

  Date: 07/15/2025

  To whom it may concern,

  Thank you for the opportunity to respond to the complaint regarding a recent air conditioning claim.

  The homeowner submitted a service request for a cooling issue. A licensed third-party HVAC technician inspected the unit and reported that the system was approximately 25 years old, completely depleted of refrigerant, and in failing condition. The technician proposed a system renovation including leak sealant and recharging the refrigerant, quoting a total cost of approximately $2,700.

  The system in question uses R-22 refrigerant, which has been banned from production and import in the ************* since 2020 due to environmental regulations. While limited recycled quantities of R-22 are still legal for servicing older systems, it is expensive, difficult to obtain, and no longer supported by most modern **** manufacturers. Quoting $2,700 for a temporary repair on a failing R-22 system is extremely high, especially when entirely new systems using modern refrigerants (such as R-454B) can be purchased from reputable dealers for under $2,000, not including installation.

  The technicians quote appears to bundle in unnecessary or inflated charges for a repair that would not restore the unit to a long-term, reliable condition. Leak sealant and recharging are considered temporary solutions and are not supported under **** coverage terms when a confirmed system failure exists. Our policy is to authorize only lasting, manufacturer-approved repairs or replacements.

  Its also important to note that, per Section 1.C of the membership agreement, the homeowner is required to perform routine preventive maintenance in accordance with manufacturer recommendations. The homeowner confirmed that no such maintenance had been performed. Routine maintenance could have helped identify the refrigerant issue earlierbefore the unit failed completelyand may have prevented the current situation. Manufacturers recommend regular inspections and servicing to preserve performance and detect early signs of wear or leakage.

  Based on the age of the system, the lack of maintenance, the obsolete refrigerant type, and the technicians proposed short-term repair method, *** approved a $100 reimbursementconsistent with the terms of the service agreement.

  We understand the homeowners frustration, particularly when facing large out-of-pocket costs. However, *** has acted in full accordance with the membership agreement and industry best practices. We remain committed to fair service and clear communication with all members.

  
  Sincerely,

  **********************start="3339" data-end="3342">***********************************
  ************

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23564979
  
  I am rejecting this response because:
  AFC is lying. I have had routine maintenance on the system. Just last year someone came out and there has been regular maintenance before that which is why it is in good running condition for so long. *** is a dishonest company. If they have no intention of fulfilling my contract with them they need to refund the $1600 they have received or prove what work they have done in almost two years. I will continue to spread the word about how this company is a fraud and does not fulfill contracts but looks for every way to avoid payment. I regret ever dealing with this company. 
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 07/21/2025

  Dear BBB and Ms. ******************** you for your continued feedback.

  Ms. Frasiers claim was reviewed in accordance with the terms of her service agreement. The denial was based on documented findings from the licensed technician, who reported long-term wear due to lack of maintenance. While we understand Ms. ******* disagrees, no maintenance records were submitted despite multiple requests.

  *** does not deny valid claims without cause. We follow the terms of each contract, which clearly state the need for routine maintenance to maintain eligibility. If Ms. ******* has verifiable documentation showing that maintenance was performed prior to the failure, we remain open to re-reviewing the claim.

  We stand by our service history and the contract terms agreed upon at the time of enrollment.

  
  Sincerely,

  AFC Home Warranty
  ***********************************
  *******************

• Initial Complaint

  Date:07/05/2025

  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.

  My water heater broke. I contacted ************* and chose to use my own repair person. I paid roughly $500 out-of-pocket for a new water heater and roughly $450 to have the new one installed. The only offered me $100 cash buyout (which seems like it's not the correct amount based on their policy) and the claim and paperwork were filed on March 30, 2025. I have reached out to them since and was told it would take 8 business weeks to get my refund. It's now 7/5/2025 and no refund has been sent. They are unresponsive and this amounts to deceptive and fraudulent business practices.

  

  Business Response

  Date: 07/15/2025

  To whom it may concern,

  Thank you for the opportunity to respond to *** ****** **** complaint.

  *** Boo contacted ************* regarding a failed water heater. The appliance in question, a ******** ***** M250T6DS2, was manufactured in August 2004 and was over 20 years old at the time of the claim. Under the terms of her service agreement, the reimbursement amount is determined based on the items age and remaining useful life. In this case, a $100 resolution was approved as the appropriate adjusted reimbursement amount under her plan.
  *** Boo was advised of this determination on March 27, 2025. While she expressed some surprise at the figure, she acknowledged and understood the reasoning at the time. She elected to proceed with her own technician for replacement, which is absolutely her right. However, costs related to labor or installation that exceed the plans reimbursement amount are not eligible for additional coverage under the agreement.

  Its also important to note that this was not the first time *** Boo utilized this aspect of her plan. Just a few months earlier, she received an adjusted reimbursement toward refrigerator repairs under the same valuation method and proceeded without concern.

  As for the reimbursement timing, AFC mailed her check on July 9, 2025, to the confirmed address on file. As previously explained, mailed reimbursements may take up to 6 to 8 weeks to arrive. Her check is currently in transit and still within that timeframe.

  To summarize:

  The water heater was over 20 years old, and the approved reimbursement reflects its remaining value under the contract
  *** Boo acknowledged the resolution and chose to use her own provider for replacement
  The $100 reimbursement check was mailed on July 9, 2025, and should arrive shortly
  *** has fully honored its contractual obligations and responded to this matter in good faith

  We understand how frustrating unexpected repairs can be, and we are committed to providing clarity and fairness in every claim. In this case, *** followed the terms of the agreement and maintained consistent communication throughout the process.

  Sincerely,

  **********************start="2545" data-end="2548">***********************************
  ************

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23559099
  
  I am rejecting this response because:

  The company failed to take any meaningful action on my claim until I filed a formal complaint with the Better Business Bureau. According to the terms of their contract, coverage for water heater replacement extends up to $1,000. However, the amount I ultimately received was only $25 more than the service fee I normally would pay to have a technician come to my home. Over the past five years, I have paid ************* more than $2,500 for warranty coverage intended to repair or replace household systems and appliances as needed.

  
  This is not the first instance of an unreasonably low buyout offer. On two separate occasions, my refrigerator required repairs, and rather than properly servicing the appliance, the company offered a minimal cash buyout and informed me they would no longer cover it under the plan. Additionally, the contractors sent by *** were frequently unqualified or unable to complete necessary repairs. When I opted to use licensed professionals of my own choosing, *** significantly undervalued the reimbursement amount, often failing to provide sufficient funds to cover even basic repair costs.
  

  My initial claim for the water heater was submitted in late March 2025. I was repeatedly told it would take eight business weeks for a resolution. However, I only received a payment after escalating the matter to the BBB and following up on multiple occasions. A check was finally issued on July 15, 2025 which is over three months after the initial claim was filed.

  At this point, the best I can do is warn others: you are paying for a service that may never be delivered. If a major appliance breaks, you might receive a few hundred dollars (nowhere near the cost of replacement) and then be told that coverage will no longer apply moving forward. I strongly caution other consumers to consider this experience before purchasing a plan with **************
  
  Sincerely,
  
  ****** Boo

  

  Business Response

  Date: 07/21/2025

  Dear BBB and Ms. **************** you for the opportunity to respond.

  Ms. **** water heater claim was submitted in March 2025 and processed per the terms of her agreement. Coverage is limited to the actual cost of repair or replacement, not a flat $1,000. Once proper documentation was received, a reimbursement check was issued on July 15, 2025.

  Regarding the refrigerator claims, our records show that service was offered, and cash settlements were provided based on technician findings and contractual limits. Repeat issues with unresolved repairs may lead to excluded future coverage, as outlined in the plan.

  *** allows customers to choose their own licensed technician, but reimbursements are based on reasonable local ratesnot invoiced amounts. We regret any dissatisfaction but must follow agreed coverage limits.

  While we appreciate Ms. **** long-standing membership, warranty plans provide coveragenot refundsbased on specific service needs. We remain committed to fair and transparent service and welcome any outstanding documentation for review.

  Sincerely,

  AFC Home Warranty
  ***********************************
  *******************

• Initial Complaint

  Date:07/03/2025

  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 08/21/2024 we filed a service request to come troubleshoot and fix the cause of not having power in two rooms of the house. *** classified it as an electrical issue. We paid a service fee and a technician came out. He checked a panel and some of the outlets and said he could not find the cause, Since he could not diagnose the issue during the first visit, the report said he needed to come back and the return visit would be $199. *** said they don''t cover troubleshooting. I did not have confidence in continuing with this provider as their was mixup with them providing the report for the wrong house, paying $199 more on top of the original $75 service fee. We found a different outside provider, they came and found it was an outlet issue (with bad/ burnt connections) that triggered everything on the same electrical line to go off, thus no power in those two rooms. They explained that often a bad outlet causes everything else on the same electrical line to go off.I submitted it for reimbursement to ***, they reimbursed only $150 out of $789 we paid since this is their annual limit for outlet issues. When the service request was placed on 08/21/2024, it was classified as Electrical by *** based on their assumption that it was en electrical issue. The issue reported was no power in part of the house. Diagnostic was needed to determine what caused it. **** assumption that electrical/panel issues are the only issues that may cause no power in part of the house is not correct. Outlet issues can also cause no power in part of the house. I asked why the service request was classified as Electrical and said I do no agree with this classification as it excludes the possibility that it might have been an Outlet issue. In this case, it should have been classified under Outlets coverage since this is what was diagnosed. I respectfully request the refund of the $75 service fee paid on the 08/21/2024 service request and re-classifying it as an Outlet issue/request,

  

  Business Response

  Date: 07/15/2025

  To whom it may concern,

  Thank you for the opportunity to respond to Ms. ******* complaint regarding her service request from August 21, 2024.

  The service request was submitted online by Ms. ****** through her *** Member Portal. The problem was described as ******** in a portion of the home. Based on this information, the request was appropriately classified as an electrical issue. Neither the homeowner nor *** knew the exact cause at the time, and power loss can stem from many sources, including outlets, circuit breakers, wiring, or panels. Classifying this under the general electrical category was standard and appropriate.

  A licensed third-party ***********, Wire Nutz Electrical Services, was dispatched. The customer paid the required $75 service fee to ***. The technician diagnosed the issue as a failed recessed lighting fixture due to normal wear and tear and invoiced AFC $215.00. *** covered $95.00 of that invoice, exceeding the standard $70 dispatch amount, and paid the technician in full.

  It later became clear that the technicians assessment was incorrect. While we regret any diagnostic error made by a third-party contractor, *** cannot control or guarantee the accuracy of a technicians initial evaluation. *** responded to the submitted documentation in good faith and processed payment based on the report provided at the time.

  Ms. ****** ultimately hired a different ***********, **** Home, who identified that the power outage was caused by two burnt or loose stab-in-type outlet connections. They replaced two outlets and restored power. Ms. ****** submitted this invoice, and *** issued a $150 reimbursement, which is the full annual benefit allowed for electrical outlet repairs under her contract.

  Per the membership agreement, Section 4 (Interior Electrical) states:

  Interior wiring, panel and sub-panels, circuit breakers. Not covered: Low-voltage wiring, DC wiring, circuit overload, inadequate wiring, aluminum wiring, faceplates, fixtures, switches, wire tracing, power outages, troubleshooting, modifications, code violations. Note: *** will pay up to $150 per 12-month period for electrical outlets.

  The outlet-specific limit of $150 was correctly applied based on the actual cause of the failure. At the time of the service request, the classification of electrical was based solely on the information the homeowner providedthere was no way to know whether the issue was due to a panel, outlet, or other component. *** does not list outlets as a standalone service category during request intake.
  The member has also cited the clause regarding $250 coverage limits and technician dispatch. This refers to items with known caps in advance (such as capped appliance repairs). It does not apply when the issue has not yet been diagnosed. In this case, the nature of the failure was unknown until after multiple inspections.

  To summarize:

  The member submitted an online service request for ******** in a portion of the home, which was correctly classified as electrical
  AFC dispatched a licensed *********** and paid the full invoice of $95.00
  The original technicians diagnosis turned out to be incorrect, which AFC cannot control
  A second *********** identified the issue as faulty outlets, and *** reimbursed the member $150, the full outlet benefit per the contract
  The $75 service fee was correctly collected and is non-refundable, per the terms of membership

  While we understand Ms. ******* frustration, *** has complied with all contract terms and acted promptly to address her concerns. The classification, technician dispatch, and reimbursement process were all handled in good faith based on the documentation and coverage guidelines in place.

  
  Sincerely,

  **********************start="4129" data-end="4132">***********************************
  ************

  Customer Answer

  Date: 07/17/2025

   
  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:06/30/2025

  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.

  Opened warranty claim and provided technician diagnosis. Was told by *** service representative that replacement should be covered because additional damaged was caused by covered problem. The company then refused to pay the full replacement cost and I requested to speak to a supervisor. I was told I would hear back within 24 hours and never got a call back. I have since reached out multiple times since then and still have not received a call back. It has been 10 days since first requesting to speak to supervisor.

  

  Business Response

  Date: 07/14/2025

  Thank you for the opportunity to respond.

  Wed like to clarify that our team did attempt to reach Mrs. ******* multiple times prior to the complaint being filed. While there may have been a delay in direct connection, we can confirm the matter has since been resolved.

  A review of the washer claim showed damage stemming from mechanical failure in the suspension and counterweight system. After discussing the findings with Mrs. ******** we extended a resolution offer, which was accepted.

  We appreciate the opportunity to make this right and remain available to assist with any future claims.

  
  Regards,

  AFC Home Warranty
  ***********************************
  ************

• Initial Complaint

  Date:06/27/2025

  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 this Home Warranty because this company stated they covered everything that most Home Warranty companies do not cover. Well, every time I have a claim I am being told that they only cover up to a certain amount for these items. The garbage disposal coverage said ALL COMPONENTS and PARTS, once I called it in, I am being told they cover up to $100. The faucet was leaking in my bathroom and kitchen and that was said to be covered, now it is $150 per contract. I WOULD LOVE TO HAVE MY MONEY BACK FROM THIS FAKE COMPANY. All the items I have ever called in for IS NOT COVERED. The garbage disposal, the faucets, the roof, the stove and oven.

  

  Business Response

  Date: 07/03/2025

  Dear BBB Representative,

  Thank you for the opportunity to respond to Ms. ***** ******* concerns regarding her home warranty coverage through AFC Home Warranty.

  We appreciate Ms. ******* feedback and would like to clarify the coverage provided under her plan, which includes defined limits per item. These limits are clearly disclosed in the signed agreement and are consistent with home warranty industry standards. While some items such as HVAC and major systems have higher caps, smaller components like garbage disposals, faucets, and ice makers are subject to standard maximums.

  Ms. ****** has submitted multiple service requests since enrollment. Several of those have already been paid or approved for reimbursement, while two remain open and eligible for payment pending required documentation. A few others were either cancelled at her request or fell outside of coverage due to contractual exclusions. At no point was coverage broadly denied without basis; each claim was reviewed in accordance with her contract terms.

  AFC Home Warranty does not advertise unlimited coverage. Instead, we offer fixed coverage levels and allow customers the flexibility to accept reimbursement without requiring a technician dispatch a feature many competitors do not provide. We also waive service fees in many cases, offering straightforward access to the benefits customers are entitled to.
  We regret that Ms. ****** feels misled, but our records show that we have honored all valid claims submitted under her agreement. That said, we are happy to revisit the open items on her file and assist with reimbursement if proper documentation is received.

  Ms. ****** or your office may contact us directly at ******************** or by phone at ************** for further assistance.

  Sincerely,

  AFC Home Warranty
  
  

  Customer Answer

  Date: 07/06/2025

   
  Complaint: 23528570
  
  I am rejecting this response because: At no time during the initial sales pitch was I told that there were caps on every single item you call in.  Yes, I have had several claims and NONE of them have been honored by ***, they all seem to have a limit of $150.00 in which once I provide receipts still takes them 8 weeks or more to send the funds.  I just know that this company *** is a true rip off to all clients.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 07/14/2025

  Dear Better Business Bureau,

  Thank you for the opportunity to respond to Ms. ******* concerns. Were sorry to hear shes dissatisfied and appreciate the chance to clarify the facts of her coverage and claim history.

  Ms. ******* account reflects ten claims submitted during her agreement. Of these, six were approved and reimbursable per the plans stated limits. These include coverage for items like the faucet, garbage disposal, icemaker, and cooktopeach of which carries a defined coverage cap. Those limits are clearly outlined in the warranty agreement and apply regardless of the total cost of the repair.

  AFCs home warranty plans are designed to help offset the cost of repairs, not cover 100 percent of every issue. We understand it can be frustrating when an approved reimbursement doesnt meet the full cost of a repair, but this structure is standard in the industry and is spelled out in the terms of service.

  A few of Ms. ******* claims were denied due to specific exclusions such as maintenance-related issues or components that fall outside coverage scope. Again, these determinations are made based on the terms of the agreement she accepted at enrollment.

  We recognize that no home warranty can cover everything, but we strive to provide valuable, affordable protection across a wide range of household systems and appliances. We welcome feedback and remain committed to delivering clear expectations for all our members.

  Sincerely,

  AFC Home Warranty
  ***********************************
  **************

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23528570
  
  I am rejecting this response because:  AFC has NEVER COVERED ANYTHING.  I have never requested that any of my claims be cancelled.  I have submitted all the required documents and receipts, and I am being told that it takes 8 WEEKS to receive reimbursement from them.  I just want this policy to be over with and let everyone know that this company *** is FRAUDULENT and COVERS NOTHING they state in their sales pitch. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/25/2025

  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.

  Upon purchasing the the warranty and speaking to a representative I was told that the age of my appliances did not matter as long as they were in working conditions. I asked at the time if depreciation was a factor in pain claims and services and services and I was told it did not as long as as long as they were in good working conditions at the time purchasing the warranty. Upon filing a claim I was told there was a maximum claim amount of $100 because of the age of my unit no matter what the cost of repairs

  

  Business Response

  Date: 07/01/2025

  Thank you for the opportunity to respond to Ms. *****' concerns regarding the valuation of their appliance claim.

  At the time of enrollment, customers are informed that *** does not deny coverage based solely on the age of an appliance, as long as the item is fully functional and in working condition at the time the warranty begins. That is correct, and we are glad the customer confirmed that was communicated during their sign-up process.

  Based on that information, AFC applied ***************** Limits, which reflect adjustments based on the age, condition, and maintenance history of the unit. These limits help ensure a fair and consistent approach to repair and replacement decisions across all our members.

  This policy is clearly outlined in the Terms & Conditions. It ensures fairness across all customers by preventing excessive reimbursements for units that have exceeded the typical useful life of the appliance or system. It is not depreciation in the traditional insurance sense but a contractual limitation that reflects reasonable value based on the units lifecycle.
  In this case, the appliance in question was determined to be significantly aged and beyond its typical service life, at 25 years old. 

  We regret any confusion or frustration this caused and encourage customers to review the terms of service upon enrollment. Our agents are also happy to answer questions or provide clarification at any time.

  Ms. Jones has cancelled her account with *** at her discretion and is no longer an active member. We wish her the best in the future.

  Sincerely,

  **** *. Service Team 

• Initial Complaint

  Date:06/25/2025

  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.

  My A/C was not functioning properly and I submitted a service request. When the technician came to evaluate the A/C he found that the drip pan inside the unit is cracked (not something that a normal person can check) and they submitted the information to *** and they denied the service stating terms and conditions says that item it not covered. I have reviewed the terms and conditions and it clearly states:"*** is not liable for repairs caused by misuse, abuse, or failure to maintain manufacturers specified maintenance for items such as, but not limited to: coil cleaning, filtration changes, water heater flushing, consumable component replacement, proper refrigerant levels, or lubrication."The drip pan is not a consumable component and I have done yearly maintenance on my equipment. This replacement cost around $700.00 thus the reason we have the warranty to avoid unexpected expenses

  

  Business Response

  Date: 06/30/2025

  Thank you for the opportunity to respond to *** ******** concerns regarding their air conditioning claim.

  We understand the frustration that can come with an unexpected repair, and we appreciate the opportunity to clarify our position.

  The service request submitted by the customer involved a cracked condensate drip pan inside the A/C unit. A licensed technician evaluated the issue and submitted their findings to ***. Based on the technicians diagnosis and a review of the policy, the claim was denied because condensate drip pans are specifically excluded from coverage under the customers plan.

  Were happy to hear that *** ****** took the time to review the Terms & Conditions. However, it appears she may have missed the Not Covered section located directly beneath the A/C coverage details. This section explicitly lists the condensate panalso known as the drain panas a non-covered component, regardless of the cause of failure.

  While the portion of the contract she cited refers to general limitations such as maintenance-related responsibilities, it does not override the clearly defined list of excluded items that follows.

  We also want to acknowledge *** ******* commitment to annual maintenance, which is a valuable practice in preserving HVAC equipment. That said, even with proper care, certain itemssuch as the drain panare not eligible for coverage under the warranty.

  We strive to be transparent in our coverage terms and encourage all members to thoroughly review the Terms of Service, which outlines all items not covered, to avoid any misunderstandings during the claims process.
  While this may not be the outcome *** ****** had hoped for, the denial was applied correctly and in full accordance with the contract.

  Sincerely,

  **** *.

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23516383
  
  I am rejecting this response because:

  in order for me to replace this as part of the normal maintenance it would require me to have working knowledge of an hvac unit as well as a welder license. There is no way that this is normal maintenance like changing an air filter
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 07/09/2025

  Dear BBB and Ms. ******************* you for your continued engagement regarding this matter.

  We appreciate Ms. ******* clarification and understand that ************ can be complex, especially when it comes to internal components like the condensate (drip) pan. However, to reiterate our position, the claim denial was not based on a maintenance failure or customer errorit was based on the specific language of the service contract, which expressly lists the condensate/drain pan as a non-covered item.

  This exclusion applies regardless of the components accessibility, complexity, or the customers ability to service it. Many parts of an HVAC system are understandably not user-serviceable, and this is precisely why the Terms & Conditions outline what is and is not covered, so all parties can have a clear understanding of the warrantys limits.

  We recognize Ms. ******* concern that the issue feels outside her control, and we certainly dont expect our members to hold HVAC certifications or perform complex repairs. However, the warrantys coverage still hinges on the component itselfnot whether a homeowner could have prevented or diagnosed the issue.

  We strive to be as transparent as possible with our members and welcome any further questions Ms. ****** may have. That said, based on the coverage terms and technician documentation, the denial remains valid and in accordance with the signed agreement.

  Sincerely,
  **** *.
  AFC Home Warranty

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23516383
  
  I am rejecting this response. This response just serves as proof that this company cherry picks what they want to cover and their monthly fee and service fee is a waste of money. This company is a ripoff 

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

• Initial Complaint

  Date:06/23/2025

  Type:Sales and Advertising 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 initially ***orted my washer and dryer as needing service a few months ago. A technician was sent and determined that the issue was neither the dryer nor the washer, I needed to clean the vents. The dryer continue to dry a little so I continued to used it. Last week, the dryer stopped heating altogether. I called AFC for service again and they sent a technician who said that the dryer was fine, the problem was the vents that needed to be cleaned. All he did was turn the dryer on and didnt pull the dryer out because it was too heavy. The technician told me to call someone to clean the vents. On Sunday, a company came to clean the vents and told me that the vents were not clogged up. In fact, they took the dryer out and took pictures to show me that there was nothing for them to clean. The dryer is still not working so I called *** to get the issue addressed and they refused to speak to me because they wanted me to pay another service fee. I explained that this was a recurrent issue and that I had already paid a fee and nothing was done the first time and the second time, the technician had not even tried to diagnose the problem. I was told that I still needed to pay a fee for the technicians time even if he had not done anything. This companys all is an absolute scam and their customer service is horrendous. The *** gave me an email address to call and cancel the insurance if I wasnt satisfied, which I did. They kept my payments. Not kept, stole my money and provided no service nor attempted to resolve the issue. Photos showing that the vents are not the issue are attached.

  

  Business Response

  Date: 06/30/2025

  Thank you for the opportunity to respond to the concerns regarding their dryer service requests and policy cancellation.

  The customer initially submitted a service request in January for both their washer and dryer. A technician was dispatched and determined the following:

  For the dryer, there was no mechanical failure. The issue stemmed from a lack of maintenance due to lint buildup, resulting in poor airflow. Vent cleaning is a home maintenance responsibility and not a covered item under the warranty.

  For the washer, no mechanical failure was identified. However, the unit was found to be heavily caked with mold and required thorough cleaning, also not covered under our warranty terms.

  In June, the customer submitted a second request for a dryer issue. A completely different technician was assigned and independently diagnosed the same failure as beforerestricted airflow caused by lint buildup and lack of maintenance.

  Its also important to note that:

  The first service request was for a Kenmore dryer, while the second request was for an LG dryer.

  Based on this, it appears the customer replaced the dryer between the two claims. Despite the change in equipment, the issue remained the same, indicating that the problem is not with either appliance but with conditions external to the dryers themselves.

  The customer provided photos to dispute the diagnosis; however, the photos depict the wall space behind the dryer, not the actual exhaust vent or ductwork, and are not valid evidence disproving the technicians findings.

  When the customer contacted us following this, they were advised that a new service request would need to be submitted and a new service fee would apply. As clearly outlined in our Terms of Service, each service request is treated independently, and a technicians time and evaluation still warrant the standard fee, even if no mechanical failure is found.

  While we understand the customers dissatisfaction, our role is to provide service for mechanical failures due to normal wear and tear, not cleaning, maintenance, or user negligence. Homeowners are responsible for maintaining their appliances in a reasonably clean and functional condition to remain eligible for coverage.

  We take these matters seriously and remain committed to honoring our coverage within the scope of the agreement.

  Sincerely,

  ****. *********** Team 

  
  

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23506269
  
  I am rejecting this response because: first, I agree with the response in that the problem is a recurrent problem.  However. I have not replaced my dryer.  The issue was always identified as the vents needing to be cleaned.  On June 21, 2025, a company by the name of Master Air Duct cleaning phone number ************* came to my house to clean the vents as *** had indicated was the only problem.  The service man took the pictures previously provided to show me that there was nothing for them to clean as the vents were cleared.  In fact, unlike ***, the repair man contacted his supervisor and showed the pictures previously provided and they both agreed that they would not steal my money as there was nothing to clean.  They stated that if the vents had in fact been clogged, the dryer would not stop working heating up but rather cause a fire.  
  
  *** is a dishonest company stealing from unsuspecting and desperate homeowners like myself.  I am a single mother who knows nothing about fixing appliances so their technicians got away with telling me that the vents needed to be cleaned and went on their way.  I have paid my premiums in advance and I expected a service that I never received.  I demand a full refund of all of my money. 

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

  

  Business Response

  Date: 07/09/2025

  Dear BBB and Ms. ********************* you for the opportunity to clarify our final position.

  Ms. Presinals first service request, submitted in January 2025, resulted in a technician diagnosis of restricted airflow due to vent blockagean external maintenance issue not covered under the warranty. No follow-up or supporting documentation was received until a second request was filed nearly five months later.

  At that time, a different technician was dispatched and independently confirmed the same cause: restricted airflow. Although Ms. ******** has since had the vents inspected, no licensed technician report was submitted to *** confirming a mechanical failure within the dryer itself during the time the contract remained active.

  The discrepancy in appliance brandone technician identifying the dryer as ** and the other as GEappears to have been a simple error and did not impact the outcome. In both instances, the issue was diagnosed as unrelated to the appliance itself.
  Ms. ******** canceled her policy in June 2025. A prorated refund of $169.68 was processed and has been returned to her original payment card ending in 6233. This refund reflects the time the plan was active and includes a deduction for the standard cancellation fee.

  As the policy is now canceled and the refund has been completed, there is no further action pending. We consider this matter closed.

  
  Sincerely,
  **** *.
  AFC Home Warranty Service Team

  
  

• Initial Complaint

  Date:06/22/2025

  Type:Sales and Advertising 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 have had *** as our home warranty for 2 years, paying them almost $3000 in monthly fees during that time. Our A/C unit had a clean bill of health when I did the pre-season tune up on May *******. A month later the unit went out, and I filed a service request. *** is refusing to pay for repairs to our unit because they're saying that I should have done required maintenance repairs ahead of time however the technician has been back twice stating there a no required maintenance repairs needed.

  

  Business Response

  Date: 06/30/2025

  Thank you for the opportunity to respond to Ms. ********* concerns regarding their recent air conditioning service request.

  Upon reviewing the claim, we found that the preventative maintenance documentation submitted by the customer indicated the unit had multiple noted failures as of May 2025, none of which were addressed or repaired at the time. Less than a month later, the unit experienced a catastrophic failure, which was the subject of the current claim.

  Its also important to note that in previous HVAC-related service requests, the customer advised our representatives that no prior maintenance had been performed on the system, and she was aware that this is a requirement. These systems are typically engineered to last 1520 years without major failure when properly maintained; in this case, the system is only 9 years old, yet it experienced a severe breakdown.

  Had the customer completed the recommended maintenance and repairs identified in May, it is doubtful this level of failure would have occurred. Much like a vehicle requires routine caresuch as oil changes, tire rotations, and fluid checksHVAC systems require annual professional maintenance to perform reliably. Just as neglecting to change a car's oil can result in complete engine failure, skipping HVAC maintenance significantly increases the risk of major system damage.

  Per the Terms of Service agreed to at the time of enrollment and upon placing the request, clean, documented, annual maintenance is a condition of coverage eligibility. As such, this claim was not eligible for coverage due to the system's condition and lack of required preventative maintenance.

  We understand this is not the outcome the customer was hoping for, but we remain committed to transparency and providing coverage in accordance with our service agreement.

  Sincerely,

  AFC Warranty Service Team 

  
  

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23503749
  
  I am rejecting this response because: per 3 DIFFERENT technicians- there were no required repairs needed on the unit! I did the preseason tune up and the technician (which i followed up with 2 subsequent technicians) said the unit was fine!
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 07/07/2025

  Dear Ms. ******* and Better Business Bureau,

  We sincerely understand Ms. ******** frustration. No homeowner wants to face an HVAC failureespecially after taking steps like seasonal maintenance. That said, we do want to clarify why this particular claim did not meet the coverage requirements outlined in our agreement.

  The documentation submitted from Southern Comfort Air, dated May 15, 2025, noted several issues with the system, including:

  High start amps on the compressor, with a recommendation to install a start assist kit.

  Fan motor operating near maximum amperage, potentially due to a weak capacitor.

  Additional recommendations included replacing the dual capacitor and cleaning the blower wheel.
  

  Unfortunately, none of these recommendations appear to have been completed before the system failed. While we respect that other technicians may have offered different verbal opinions after the fact, we have to base our decisions on the written documentation available to us at the time the claim was filed.

  Much like skipping an oil change can void a vehicles warranty after an engine failure, ************ require timely maintenance to qualify for coverage. Our agreement is clear that systems must be in proper working condition and well-maintained. In this case, the system had known issues that went unaddressed and ultimately contributed to the breakdown.
  We wish this had resulted in a different outcome, and we genuinely regret any hardship this has caused. But we also have a responsibility to apply the contract terms consistently and fairly across all members.

  Sincerely,

  AFC Warranty *********************start="1935" data-end="1938">***********************************

  
  

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23503749
  
  I am rejecting this response because:

  I had yet ANOTHER technician come out and apparently my unit was completely fine- once again assured me I needed NO REPAIRS and actually just needed 2 new electrical breakers for the unit and it's working great. This entire thing is a racket and the business is terrible. I now believe they were in cahoots with Southern Comfort Air. 
  
  Sincerely,
  
  ****** *******