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:02/26/2024

  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.

  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: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.

  see attachment
  *****************************************************************************
  *****************************************************

  

  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: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.

  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: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.

  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: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.

  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: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.

  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: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.

  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

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

• Initial Complaint

  Date:08/04/2023

  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.

  AIG is a company that seek to defraud customers of other companies. I have my home appliances through Whirlpool. So, I received an email in June, stating that I would loose coverage on my oven and dishwasher if I didn't renew those services. I decided to renew my services on June 17th. The payment amount of 579.41 was taken out my account on June 20th. It wasn't until July 3, 2023, when Whirlpool emailed me stating that I had purchased coverage for my dishwasher and oven twice. In order for me to receive a refund I had to call the number that was provided to do so. When I called Whirlpool, I was informed that the other account that was associated with the 579.41 balance wasn't through them it was through AIG. I was told that I had to contact them if I wanted to cancel that particular coverage. Before all this I had never heard of AIG. Also, the email I received about renewing my appliances I thought it was through Whirlpool. I had no knowledge of this company or what they were even about. I called this company on July 7, 2023, to initiate a cancellation for those services so I can get my refund. During this time I also left a message related to this issue as well. When I finally got through to a representative they stated that those services were cancelled and I should be receiving a refund within the next week or so. I emailed a representative who have contacted me about my account before to ask where my refund was. She sent me an email that had the date 7/21/23 attached to it and the email read "processed refund amount of $579.41 by credit card". I sent that email on July 30. The dates from the previous email and the current time is not adding up. It will be two weeks since the funds where supposed to be refunded to my account. If the date of 7/21/23 is correct. It doesn't take that long for something to post into my account. I don't believe anything this company says. I just would like what's due back to me. They owe me $579.41. Terrible company.

  

  Business Response

  Date: 08/21/2023

  Please see attached response.

• Initial Complaint

  Date:07/14/2023

  Type:Billing 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 was looking to purchase the extended warranty for my Whirlpool appliances and am very concerned about the deceptive pricing information.
  Everything on the page says getting a 5-year plan is the "Best Value". That is not the case as a 3-year plan costs less per year than the 5-year does.
  In my example:
  5 year plan - $419.83 - $83.97 per year
  3 year plan - $239.90 - $79.97 per year

  

  Business Response

  Date: 08/08/2023

  We submit this letter in response to the complaint that was filed by ******* ******
  with the Better Business Bureau, Inc. regarding his inquiry into an extended
  warranty plan for his Whirlpool appliances.
  We have completed our investigation of the concerns that were expressed by ***
  ****** and our response was sent directly to him on July 24, 2023, via email.
  Should you have any questions or require additional information, please contact the
  undersigned.

  Customer Answer

  Date: 08/15/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: A longer term does not mean it is the "best value" alone. A "best value" would indicate the cost per unit (years in this case) is lower the more you purchase. That is not true in this case.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:07/09/2023

  Type:Customer Service 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.

  Purchased an extended 3 yr warranty $172. 31 on my Whirlpool gas range through Whirlpool/AIG in March 2023. I’m trying to get copy of my warranty and they promised to send it by mail and email (which was verif) on 4 occasions. They state email takes 2days to receive & mail 7-14 dys. Since April 25, 2023 I’ve been told that 4 times from 4 different representatives. One was suppose to be “supervisor” I had requested a call from who was calling me back to resolve the issue on June 30, 2024. Last call I made was July 8, 2023. Still not resolved. They all repeat the same info nothing ever resolved. My contract # they gave me is ********** from 4-11-23 to 4-10-23. Just need copy in writing but I don’t think they intend to send it. Wondering if I actually have coverage. If I don’t they need to refund my $172.31. I will appreciate it if you can assist me in getting this matter resolved.

  

  Business Response

  Date: 07/20/2023

   

  Please see attached.

  Customer Answer

  Date: 07/27/2023

   
  
  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.