Business Profile
Extended Warranty Contract Service Companies
Service Net part of AIG
Complaints
Customer Complaints Summary
- 126 total complaints in the last 3 years.
- 12 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/19/2024
Type: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: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: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,
******* ****Initial Complaint
Date:02/26/2024
Type: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 cancelled my contract on January 16, 2024 and requested a refund for the 2 remaining years because I had to get a new refrigerator. I was told I’m not due a refund even though you can see from the attached that I have 2 years remaining.Business Response
Date: 03/07/2024
We submit this letter in response to the complaint that was filed by ****
*********** with the Better Business Bureau regarding a ********* ******* ****.
We have completed our investigation of the concerns that were expressed by Ms.
*********** and our response was sent directly to her on March 7, 2024 via email.
Should you have any questions or require additional information, please contact
me directly and reference our file number, ***********Initial Complaint
Date:02/05/2024
Type: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.
Business Response
Date: 02/26/2024
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.Initial Complaint
Date:01/09/2024
Type: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 purchased a ******* *** ******* Plan for all our appliances. I renewed the dishwasher/cooktop plan on 3/13/2023 for three years until 3/12/2025 in the amount of $810.80. I called about a problem with the soap dispenser in December and never heard back from them. I called again today 1/8/23 and was told they no longer service my area but they would give me $197.00 to purchase a new dishwasher. 1) the dishwasher runs fine the only problem is the soap dispenser get stuck. 2) my contract is good until 2025 so why would I buy a new dishwasher. I told them I was not satisfied and that if they were not going to fix it I wanted a full refund of my premium since I was never informed that they no longer covered my area. If I had not called with a claim I would have paid for the entire term without any coverage. 3) In addition to the dishwasher, I have a plan on my microwave/oven combo which was renewed on 9/12/22 through 9/12/25 in the amount of $402.69.Business Response
Date: 01/31/2024
Attached is the response which was sent via fax and email on 1/29. I apologize for any confusion.Customer Answer
Date: 01/31/2024
Complaint: ********
I am rejecting this response because:
I received a telephone call from AIG stating that I would receive full credit for all my applliance premiums on the credit card that was used to pay the premiums. I have not seen that credit issued as of yet so I do not want to accept and close the complaint yet.As soon I see the credit on my credit card I will then move forward.
Sincerely,
********* ********Initial Complaint
Date:11/29/2023
Type: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 contacted AIG Service on October 10th to request a repair be made under the 5-year extended warranty that had been purchased with our Whirlpool refridgerator. They told me that since I was not the original purchaser of the warranty (the previous home owner has purchased it) that I needed to get them to fill out a transfer request form first - this seems like a hurdle put in place purely meant to disincentivize and slow down people from submitting warranty work as the warranty is with the appliance and not the person so they have the serial number of the appliance and there really isn't any logical reason to need to get the signature. That being said, I was able to track down the old owner and submitted the transfer form on October 13th, which was approved. The only communication that the service agent (Keri) said in the confirmation email was "Thank you for reaching out. Your request for a contract transfer has been completed. If you have any questions please reach out." She never mentioned that the warranty was about to expire and didn't provide me with any documentation that stated when the warranty would run out. When I called back in early November to schedule the repair again, I was told that the warranty had expired and they could not help; I asked to speak to a manager and they said a manager would call, but no one has called. I request that they honor the warranty as I attempted to schedule the repair while still under contract and they were clearly trying to delay and hide the fact that the warranty was almost expired. To that end, I still have yet to see any proof of when the warranty actually expired.Business Response
Date: 02/05/2024
See attached
Customer Answer
Date: 02/07/2024
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:10/11/2023
Type: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.
Complaint is against Kitchenaid & Whirlpool Warranty Dividions. We have an extended service warranty contract (********** good until Oct ‘25. We have placed 3 service calls: 9/28/23, 10/4/23, 10/6/23. Sharper Services is assigned each time. Confirmation sent for all dates but no one comes. Each time we call we are transferred many times even to a person who tries to convince us to purchase a home warranty policy even though we have 2 more years left on the extended warranty purchased thru Kitchenaid. My dishwasher needs service. Can we get a refund for the $248.70 we paid for the add’l 2 yr coverage Since are service calls are denied. We have proof that we paid for the extended warranty. Sharper Services ***************) says are servuce needs to be set by Whirlpool. Work order case #: ************** given by a rep at **************. We are continuing to get a runaround with several transfers from one division of AIG to another and then a website. Very frustrating. Now Sharper Service says they are not allowed to service Dishwashers out of The original manufacturer warranty. Ok thrn why are we always set up with them. They have rejected our service tickets and sent back to Whirlpool. Whirlpool has not contacted us to direct us to another that can repair our dishwasher. We need a refund from Whirlpool/Kitchenaid so we can buy sn extended warranty from another company so we can get our dishwasher serviced when needed. No one answers the phone! *************** The website ************* is confusing too! It’s nuts.Business Response
Date: 10/30/2023
We submit this letter in response to the complaint that was filed by ***** *** ****
********* with the Better Business Bureau, Inc.
We have completed our investigation of the concerns that were expressed by *** *** **** ********* and our response was sent directly to them on October 27,
2023, via email.
Should you have any questions or require additional information, please contact the
undersigned.Customer Answer
Date: 10/31/2023
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 happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:08/17/2023
Type: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.
After purchasing a Whirlpool dishwasher, I was was offered a 1 year warranty by Whirlpool. For $104.95 I purchased A certificate of Coverage on 02/06/2023-02/06/2024. On 08/02/2023 I discovered a problem with the dishwasher and called 866-265-0028 as directed on the receipt. I was told that since I lived in California that was out of their area of coverage. I have purchased this coverage every year for the past 8 years. This is a scam and should be acknowledged. Please help.Business Response
Date: 08/28/2023
We submit this letter in response to the complaint that was filed by ******** ******** with the Better Business Bureau, Inc. regarding her claim under a Whirlpool Service Plan. We have completed our investigation of the concerns that were expressed by *** ******** and our response was sent directly to her on August 24, 2023, via email. Should you have any questions or require additional information, please contact the undersigned.Customer Answer
Date: 08/28/2023
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 happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:08/07/2023
Type: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.
Have an extended warranty on my Maytag washer. Washer has been out of service for almost 3 months. Service company tech showed up in May and indicated that parts are to be ordered. He showed up again in a couple of weeks and discovered that he damaged the drum while taking it out. He ordered that part and indicated that it is on a back order. It is already August and AIG is refusing to replaced the machine and yet my washing machine is still out of order. Type: Washer Maker: Maytag Model: ********* *Serial Number: *********Business Response
Date: 08/17/2023
From: ***** **** * ********************
Date: Thu, Aug 17, 2023 at 12:28 PM
Subject: COMPLAINT RESPONSE: ***** ***** - BBB FILE NO. ******** - OUR FILE NO. **********
To: **************************** ******************************* ******************** **********************
Cc: BBB Louisville KY ********************* *********************** *************************Good Afternoon:
Attached, please find our response to the subject complaint that was filed by *** ***** ***** with the Better Business Bureau.Should you have any questions or require additional information, please do not hesitate to contact me.
Sincerely,
**** ****
Analyst - Consumer Complaints
American International Group, Inc. (AIG)
28 Liberty Street, 22nd Floor
New York, NY 10005-1445
Tel. 212 458 7042
****************** * ***********
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