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:06/23/2025

  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.

  Refrigerator ice maker stopped working and water dispenser won't shut off.

  

  Business Response

  Date: 07/21/2025

  *** *******

   

  Attached please find our response letter to the above referenced complaint.  Thank you for allowing us the additional time to respond to this complaint.

   

  Thank you.  

   

   

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

  AIG                                                                                                 

  1271 Avenue of the Americas

  New York, NY 10020-1304

    

• Initial Complaint

  Date:06/17/2025

  Type:Order 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.

  Urgent Request for Resolution – iPhone 15 Plus Theft Claim
  
  On February 2, 2025, my son's iPhone 15 Plus was stolen. Upon realizing the phone was missing, we immediately went to the ***** Store to report it as lost and begin a claim. At that time, an ***** employee instructed him to turn off the "Find My iPhone" feature.
  
  Unfortunately, on February 5, the claim was denied on the basis that "Find My iPhone" was turned off. ***** has stated they cannot provide a history of when "Find My iPhone" was active. However, AIG has indicated that this history can be provided.
  
  We have been in a back-and-forth appeal process for over four months with no resolution. AIG is also refusing to acknowledge proof that shows "Find My iPhone" was indeed on at the time of the theft.
  
  We are kindly requesting the following:
  
  A history record of the "Find My iPhone" activation status.
  
  The replacement of my son's stolen iPhone.
  
  Compensation for the distress and inconvenience caused by this unresolved claim and ongoing appeal process.
  
  We hope for a prompt and fair resolution to this matter.

  

  Business Response

  Date: 07/17/2025

  See attached response from the company.

• Initial Complaint

  Date:06/12/2025

  Type:Product 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.

  February 25th, ************ is my case ID. I have ***** **** and pay every month. I bought a iPhone 16 pro max for over $1300+ with ***** **** since the date of purchase. My home got robbed and I have a police report showing my phone and 50 thousand dollars was stolen from me. I’m extremely disappointed that ***** **** and AIG has declined my claim stating I don’t have find my iPhone on when for the full duration of my iPhone I’ve had it on I share location with 10 of my family and friends at all times. I placed my iPhone in safe mode which you can only do with find my iPhone and shown proof but AIG has been putting me to the ringer going back and fourth for 3 months on email. Sending duplicate emails it’s ridiculous. I have a police report and they are sending duplicate emails making me repeat myself 5 times in the past 3 months. At this point I think AIG and ***** **** is a scam!

  

  Business Response

  Date: 07/03/2025

  See attached response from the company.

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a ********** oven with an extended warranty through ********** with AIG. AIG (the warranty company) and the service company that they use are failing to repair the product according to the warranty contract. In short, the repair company that AIG uses will not fix the oven because they can't pull it out of the wall because of some cart that they use and it might damage my baseboard. The contract states that the repair company can charge me more if the space is difficult to reach, but they are refusing to repair it at all and saying I need to get a contractor to pull it out of the wall. AIG is refusing to take responsibility.

  

  Business Response

  Date: 03/25/2025

  See attached response from the business.

• Initial Complaint

  Date:03/10/2025

  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.

  We bought the warranty from AIG for our Maytag Washer and Dryer on 3/20/24. On 3/8/25 our Maytag Washer locked up...we got it unlocked but then the washer would not start at all. We called AIG for them to send a repairman and they said it would be a few day before they could send someone. Then the same day they sent us an email saying that we could get a repairman on our own but that he would have to be approved by them so we would get reimbursed and if he needed any parts we would have to order the parts from them and wait for the parts to get here to be installed by the repairman we chose. In other words we would have to do the work that we paid them to do. We would like a full refund of the 79.95.

  

  Business Response

  Date: 04/15/2025

  Please accept this response to the above referenced complaint that was filed by the
  Complainant with the Better Business Bureau, Inc.
  
  We have completed our investigation of the concerns that were expressed by
  the Complainant in the complaint, and our response was sent directly to
  the Complainant on March 20, 2025, via email.
  
  Thank you for the opportunity to respond to the complaint. Please contact me with any
  additional questions regarding the above.

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My I phone was stolen in 07/06/2024 and the theft was able to access my account and turn off find my iPhone feature.Although I have emailed confirmation that someone was able to access my account at the incident time, they denied my case and been back and forth for all that time

  

  Business Response

  Date: 12/10/2024

   

  Dear *** ********:

   

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

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

  We submit this letter in response to the complaint **** ******* filed with the Better Business Bureau of Middle Tennessee regarding a claim that was filed under a regarding your claim under your ********* * with Theft and Loss Plan and underwritten by *** ********* ********* Company.

  We have completed our investigation of the complaint, and our response was sent directly to **** *******  on  December  9,  2024,  via  email  to ************* **********

  Should you have any questions or require additional information, please contact me directly and reference our file number, ***********

  Sincerely,

   

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

• Initial Complaint

  Date:10/29/2024

  Type:Product 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.

  9/6/24 Requested service w/contract #*********. Refrigerator set to 35, but cooling to 0.
  9/9/24 Technician said contract model# not matching unit (serial# DOES match). Technician said call ********** (**). Request a contract correction claim.
  9/9/24 Called **. Claim initiated.
  9/9/24 ** eMailed claim info and list of items to resolve issue.
  9/9/24 eMailed relevant items to **.
  9/9/24 ** confirmed eMail items received.
  9/11/24 Received further ** confirmation eMail stating "allow 10 business days for an update."
  9/23/24 Made status call. Was told 2nd "team" ("TOPS" or "SOS" team) now handling issue and status to be available on 10/1/24. Was told "expedite/high priority" request would be made.
  10/7/24 Made status call. Told no updates. Asked to be transferred to 2nd "team." Told "teams" do not have phone#s and all contact between "teams" done by eMail. Told new "expedite/high priority" request to be made.
  10/8/24 ** eMailed stating claim moved to 3rd team ("Processing") "[who are] a little behind."
  
  Concerning incorrect model#, this is entirely **'s issue. I responded to a MAILED offer from ** to EXTEND my previous warranty contract, which was PRE-PRINTED with appliance model# and serial#. I did not double-check #s, but ** has a clear responsibility to solicit CONTINUING business with accurate info. I believe this is the 3rd contract I have had with this unit (all w/PRE-PRINTED #s) and during original contract, repair was done without model#/serial# being an issue.
  
  The original Product Registration card provided to ** has model#/serial number# matching unit, and both my documents and **'s contract have same serial#, but not same model#. It is incredibly unlikely that I would have two different model# products from ** with identical serial#s. My documentation matches the actual unit. **'s does not--problem with **'s records.
  
  Now in 8th week without fridge, to correct a simple paperwork issue. Requesting corrected contract w/o delay so we can proceed to the repair.

  

  Business Response

  Date: 01/14/2025

  See attached response from the business.

• Initial Complaint

  Date:10/24/2024

  Type:Product 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.

  ********* wasn’t able to fix my washer after trying for about 8 months. They decided to buy out my washer so I had to submit my receipt to
  ******** **
  AIG U.S. Service Programs
  Team Operations & Production Specialist (TOPS)
  *** ******** ***** *************** ** ***** ****** ************* **** ************ Warrant********************** | www.AIG.com
  I submitted the documents 8-13-24. They stated 10-14 business days to complete the receipt update so ********* could issue out my check to replace my washer. After several calls and no communication we are now 10-24-24 and there is still no one to contact to see when this will ever get completed.there is no one to escalate this to and the only thing they tell you is they will email the TOPS TEAM. Well they never respond and I am almost 1 year with no washer. I want ********* to resolve this issue. I just need them to honor their warranty contract and send me back my money so I can move on and get a working washer.

  

  Business Response

  Date: 11/19/2024

  See attached response from the business.

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an extended warranty for an ***** washing machine. I've had 2 mother boards replaced, a water level sensor, and now it won't rinse. I've had at least 6 visits from repair techs. AIG is now refusing to repair the rinse cycle and made an erroneous determination that the machine is working as designed. Their suggestion is to use the extra rinse cycle moving forward. This is not acceptable. There is no way I'm going to waste water for a double cycle for every load. They claim it does not rinse twice on this cycle that I don't understand the machine. Again, this is incorrect. It indeed does rinse twice as I tested it to be sure. So I have a lemon washing machine that I can't sell and that won't rinse. At this point, AIG needs to replace this lemon.

  

  Business Response

  Date: 10/29/2024

  See attached response from the company.

  Customer Answer

  Date: 10/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because my washer is still not repaired as it skips the rinse cycle. AIG stated their technicians concluded the washer functions as it should and suggested I use the auto-sensor/extra rinse setting. This suggestion is not sustainable both for wasted water and additional time to use an extra rinse cycle for each and every washer load moving forward indefinitely. AIG also claimed I was unavailable for a second opinion scheduled with a different service provider. This "appointment" was with a provider that does not service my geographic area nor do they schedule appointments at 6:00 am as was indicated in the "appointment" email. Understandably this second opinion provider did not have a record of this "appointment."
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON 4/19/24 requested service on whirlpool microwave. responded 1 month later , when I called, that were waiting on part, 06/12/24 when I called again, stated part unavailable replacing microwave under warranty.. No response or updates. 06/14/24. called offered LOW reimbursement 381.00 suppose to be at 75% which they stated) considering I still had until 04/21/25, on my warranty, asked to send receipts and pic of labels on microwave. 06/24/24 sent, stated pics blurry, sent again.06/27/24, I have called a dozen numbers and emailed at least the same amount, I cannot get through to ANYONE about my isssue

  

  Business Response

  Date: 09/06/2024

   

  Submitted Via Email: ********* ************** September 6, 2024

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

  Better Business Bureau , Inc. 13104 Eastpoint Park Blvd. Louisville , KY 40223

   

   

  Re:                        ************      ******* ******* ********           *** ************* * **** ****** ****           *********
  
  ***** ****           ******** *** ***** ****  *********
  
  ******* **** **** ********** **** *** *********

  We submit this letter in response to the complaint that was filed by ******* ******* with the Better Business Bureau, Inc. regarding a claim under a ********* ******* ****, effective April 22, 2022 through April 21, 2025.

   

  We have completed our investigation of the concerns that were expressed by *** *******, and our response was sent directly to her on September 6, 2024 via email.

   

  Should you have any questions or require additional information, please contact me directly and reference our file number **********.

   

  Sincerely,

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

  **** ****