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: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,

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

  **** ****

• Initial Complaint

  Date:07/15/2024

  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 purchased a fridge back in March and purchased the 5 year extended warranty through ********** which I'm finding got sold to AIG.
  
  My serial number and model number was input wrong and they refused to correct it after I provided everything they needed 7 different times over the course of 7 weeks. I kept being told over the phone only their email group could resolve it. Finally I get them to "approve" the change and I'm being told I have to wait another to weeks to maybe get a response. I have been without a fridge going on 5 weeks now.
  
  This being my 5/6 repair on this fridge I'm frustrated with the difficulty trying to get any service on it or corrections made on my contract. How how is it to view documentation and update it in their system - you can literally copy and paste the update, it should not have to go through 3 departments to get a simple correction made then be told I have to wait 3-5 days between responses, now 2 weeks.
  
  This company literally does not care how they affect you whatsoever - seeing that they now have a pending valid lawsuit is very telling and reflective of my experience with them so far.
  
  Either I want my fridge repaired, or have it replaced without having to wait another few months gauging off their response time and how often I had to follow up with them with not following us from their side.

  

  Business Response

  Date: 08/06/2024

  See attached response from the business.

• Initial Complaint

  Date:06/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in a check to AIG for the amount of $94.95 (check# ****) on March 5th 2024 to extend my warranty for another year. After a month I realized I had not received my warranty certificate via email as I have done several times in the past. I called AIG and I was told that AIG no longer is the underwriter for ********* warranties and that the underwriter is now *** (******** * *******). I explained to the agent that AIG has already cashed my check. I was then told I needed to provide proof of the check and it would be sent over to their Resolution Team.
  On April 23rd 2024 at 1:12pm EST I sent an email to ************************ with snapshots of the front and back of the check to AIG to show proof.
  On April 25th at 11:25am EST I received an email stating they have submitted this to the underwriting company for review and that review is still in process at this time.
  That is the last email or update I received from AIG. From that day to this one I have been calling and speaking to different people from Customer Service to Resolution Team and nobody is trying to really assist me. Everyone that I have spoken with cannot see another teams system, or they don't have a contact, or they would do whatever it took to get rid of me. I have spoken with several Resolution Specialist like Jay April 23rd at 1:18pm EST, Kristina April 25th at 11:25am EST, Cassandra June 5th at 10:55am EST and many more over the phone.
  
  BBB I have read several similar complaints with 1 star rating as I have done. SOMETHING MUST BE DONE ABOUT THIS COMPANY!!! They are taking customers money and not issuing the refunds as promised. THEY MUST BE STOPPED AND HELP ACCOUNTABLE! I have the original emails including the snapshots of the check that was cashed. Please advise ASAP. Thanks.

  

  Business Response

  Date: 07/16/2024

  See attached response.

  Customer Answer

  Date: 07/17/2024

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

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:06/17/2024

  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.

  Subject: Unresolved Repair Request for Washer Under ** Extended Warranty Contract
  - Certificate Number: *********
  - Washer Model: ********
  - Serial Number: ************
  - Claim Number: *******
  
  Summary of Complaint:
  I have been dealing with the repair of my washing machine under **** extended warranty for SIX weeks.
  
  Timeline of Events:
  - May 3: Contacted ** extended warranty to request repair of my washer.
  - May 5: ** assigned Fixity Appliance Repair to handle the repair.
  - May 7-22: Fixity visited my home six times. They eventually replaced a part but forgot to reconnect the drain hose, causing a flood. The machine still did not work properly.
  - May 22: I requested ** to assign a different repair company.
  - May 24: ** assigned National Platinum Service (***) to inspect the machine.
  - May 29: *** technician inspected the machine and told me that it was likely unrepairable (report Tcc************).
  - May 30-June 6: Called ** multiple times with no progress, ** finally reassigned Fixity to inspect the machine again.
  - June 7: Fixity confirmed the machine was unrepairable..
  - June 8-12: Made multiple calls to LG, spending hours explaining the situation. Each time, I was told they were waiting for Fixity's report. Finally on June 12th, ******* from ** contacted Fixity by phone, who promised to send the report that same day (I know this because ******* allowed me to overhear the conversation with Fixity).
  - June 14: Called ** again asking to talk to a supervisor. ** told me that they were still waiting for Fixity's report and that supervisors were too busy to speak to me at that moment. I was told to expect a call. I cannot wait any longer!
  
  Impact:
  - Six weeks without a functioning washer.
  - Over $100 spent at a laundromat.
  - Potential damage to my laundry room floor.
  - Many hours and significant stress dealing with this issue.
  
  This service is unacceptable. Since ** knows that machine is unrepairable based on **** own ******* call to Fixity, why not authorize refund?

  

  Business Response

  Date: 07/15/2024

  See attached response

• Initial Complaint

  Date:03/25/2024

  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.

  Purchased washer 11/22. Machine from beginning has had operating issues. Not filling to the right water level, water solenoid going out, and 2 computers replaced. Machine has WIFI capability. We do not have phone WIFI. We are on limited income. When calling this morning and asking what was going to be done with washer that won't work on certain cycles, was told we would have to hook up WIFI to machine before they will do anymore. Repair man said he could do nothing else. And could not make WIFI work on his phone. Our phones do NOT have a WIFI plan. This machine has an extended warranty plan until November of 2024.

  

  Business Response

  Date: 04/09/2024

  See attached response from the business.

• Initial Complaint

  Date:03/19/2024

  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 16 April 2020 I purchased a new and unused refrigerator online directly from *********. The unit was a ******* *** (owned by *********) and was model # **********. I paid a total of $4,075.69. The unit was delivered a week later and worked as advertised. I also purchased a 3 year extended service plan for an additional $164.95 from AIG. The unit performed well until January 2021. At this time I began to experience issues with the ice-maker not producing ice and the unit not cooling. Also, I noticed frost appearing inside of the unit. We contacted the warranty company and a technician was dispatched to our home to assist. The technician told us that the door was made incorrectly and causing the issues. A replacement door was ordered and installed, with no change. Over the next 5 months we would endure 5 visits and numerous replacement parts including: doors, wiring, gasket, mullions, icemaker system and weather-stripping. The appliance still is not repaired and has not improved at all. The technicians understand our frustration. I contacted *********/ ******* *** to request that the unit be replaced and they told me that only their extended warranty company, AIG, could order that. I contacted AIG and requested replacement and was told that the appliance will be repaired until the warranty expires, and that replacement is not an option. My family has been greatly inconvenienced throughout the numerous phone calls, service appointments and repairs. Currently the freezer is completely inoperative and we have lost hundreds of dollars of perishable food that we have been forced to discard. I have paid over $4,000 for a new top-of-the-line refrigerator and I am purchasing bagged ice from the food store and storing it in the secondary freezer because my ice-maker does not work and the manufacturer that sold me the unit AND the extended warranty refuses to make it right! I request my refrigerator be replaced immediately with a new one of the same model and features.

  

  Business Response

  Date: 04/01/2024

  We submit this letter in response to the complaint that was filed by ******* ********* with the Better Business Bureau, Inc. regarding his claims under a ********* Service Plan.

   

  We have completed our investigation of the concerns that were expressed by *** ********* and our response was sent directly to him on March 29, 2024, via email.

   

  Should you have any questions or require additional information, please contact the undersigned.
  

  

  Business Response

  Date: 04/15/2024

  See attached response from the company.

  Customer Answer

  Date: 04/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am very happy with the described settlement proposed to me by AIG.  The only reason I am not answering as completely satisfied is because I have not received the settlement or food loss checks yet.  I have not received any payment. When I receive payment, I will be completely satisfied and will be a promoter of AIG.  
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:03/08/2024

  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.

  We bought a 5 years extended warranty on 2 built in kitchen aid refrigerators with AIG.
  
  AIG mixed up the model numbers and serial numbers of the 2 refrigerators on our valid contract (expiration 2/15/2025)
  That means that right fridge model number with left fridge serial number.
  Left fridge model number with right fridge serial number.
  
  We’ve had issues with the freezer all the time. Especially the left freezer.
  We always got service calls, but the problem always kept happening.
  
  A fee times we were left with no freezer for a FEW MONTHS AT A TIME waiting for parts and not given a time estimate for when the parts are coming.
  
  Recently I was advised that the numbers are mixed up on the warranty and needed to be fixed up.
  The difference is between the R for “right” fridge and L for “left” fridge by the model numbers. That’s it. Easy mistake. Easy fix. Was done by AIG. I sent the refrigerators stickers as well.
  
  I reached out to try to change it.
  The representative (****) asked for original proof of purchase which I provided, and dragged me a few weeks before telling me that my contract is canceled for no reason. They’ll refund back the one year left on my warranty MINUS ANY SERVICE CALLS THEY PROVIDED-
  Buying a new warranty would cost much more now and I won’t be refunded any money because of the service calls that were needed.
  
  My warranty is still valid.
  My fridge is broken now (again!) and needs service. We have 7 kids - one is a newborn and the fridges are very needed.
  
  I don’t want to loose my warranty.

  

  Business Response

  Date: 03/26/2024

  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 February 26, 2024, via email.
  Thank you for the opportunity to respond to the complaint. Please contact me with any
  additional questions regarding the above.

  Customer Answer

  Date: 03/26/2024

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

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:03/08/2024

  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 bought a brand new ********* washer and 5yr. warranty in 2022. it's never worked Properly, not the washing and/ or spinning process. The company has sent their services to my house 8 times from ***** Appliances and *** service. Within these 8 times of them coming out, they've put several parts on it and did "repairs" but my washer has never worked properly. I'm assuming it's a manufacturing error that's inside the machine that they cannot fix and I would like a new washer and if not a refund.

  

  Business Response

  Date: 03/20/2024

  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, 2024, *** email.
  Thank you for the opportunity to respond to the complaint. Please contact me with any
  additional questions regarding the above.

  Customer Answer

  Date: 03/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have gone through enough trouble with this washer. Your company is not standing by the warranty contract and if need be I will take legal action.
  
  Sincerely,
  
  
  
  ******* ****