Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/18/2025

  Type: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.

  In August 2023 I purchased an I phone 15Max at *** ***** ***** in Edison NJ. I was offered a full insurance coverage for theft, loss and repairs. My stole was stolen on 08/29/2025 in London, Great Britain. I realized the theft immediately and was able to track it with my mother's phone for about 10 minutes until the thief turned the phone off. I reported the theft to the ***** ****** in London. I do have the paperwork. I also imeediately contacted ***** *** ******** my provider.
  Today is 09/18/2025 and AIG Apple Care refuses to honor my claim. First they denied my claim based on my tracking not being active. That is a total lie. AIG refuses to furnish proof of it and the a proof of the policy where it states the claim can be denied if the tracking is off. I appealed the claim but AIG is giving me the round around. I'd like to file a formal complaint against them.
  Date of transaction/initial claim is 08/30/2025
  Since taking out the insurance policy in 08/2023 we paid over $320 towards the insurance, $13.09 monthly.
  AIG Apple Care and *** ***** ***** in Edison NJ assured us we have a total/maximun coverage on the phone.
  Nature of the dispute: AIG Apple Care refusal to honor the claim.
  The Business is not trying to resolve the claim, they are trying to deny it.
  The issue does not involve advertising.

  

  Business Response

  Date: 10/07/2025

  See attached response from the company.

• Initial Complaint

  Date:09/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against AIG / *** ********* ********* ******* *********** **** ***** *** ****)
  
  I am filing this complaint regarding AIG / *** ********* ********* ******* and their handling of my AppleCare+ With Theft and Loss claim.
  • I purchased a new iPhone in June 2025 and insured it at the Apple Store under AppleCare+ With Theft and Loss (administered by AIG / *** ********* ********* *******).
  • My phone was stolen overseas in July 2025, and I immediately reported the theft and filed a claim.
  • On July 28, 2025, I received an email from the independent adjusters assigned to my case, denying my claim on the grounds that Find My iPhone was not activated. This is factually incorrect. Find My iPhone was active on my device at the time of theft, and I made that clear in my appeal.
  • I submitted a full appeal with supporting responses on July 28, 2025, reiterating that Find My iPhone was enabled and explaining that I never received any notification from Apple contradicting that fact.
  • Since then, I have received no response and no replacement device. It has now been over two months of delays, with no resolution.
  
  This ongoing situation is causing significant hardship, as I rely on my phone for both personal and professional purposes. AIG has taken my insurance premium yet refuses to honor a legitimate claim. Their conduct feels like deliberate obstruction and potentially fraudulent denial of coverage.
  
  Requested Resolution:
  I am requesting that the Better Business Bureau investigate this matter and hold AIG / *** ********* ********* ******* accountable. I am asking that they immediately honor my AppleCare+ With Theft and Loss coverage and replace my stolen iPhone as per the terms of the policy.

  

  Business Response

  Date: 09/18/2025

  See attached response from the business.

• Initial Complaint

  Date:08/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim for my son’s lost phone and called for a status update. I was told the device shipped and that the info was emailed to me. I hung up, checked email, and their website but no matching information. I called back to get an extremely rude, argumentative agent who refused to transfer me to a supervisor, and has left me on hold for almost 30 minutes with clearly no intent of coming back to the call. She told me there were no notes on my account despite having two separate conversations with two, now three, separate people regarding the claim.

  

  Business Response

  Date: 09/26/2025

  See attached response from the 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.