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:01/11/2023

  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 HVAC system broke on Dec 20 before an extremely cold snap hit, called into ARW and filed a claim cost was $55, I called a contractor for repair and after the repair I submitted the invoice to ARW, ARW sent an email asking for additional information on how the HVAC system broke and I went back to the Contractor for answers and sent the form over to her. She did not know why the system broke but she added in the report that it could also be because of the cold weather. ARW fully denied my claim based on this report as though I intentionally did damage to my HVAC which is not or was the case. The unit broke from total Mechanical Failure as all machines do but and I explained this to ARW but they are sticking with their guns and will not process my claim and as they said it is FULLY DENIED. No point in having homeowners Insurance if that is the case, I am a Senior citizen living on a fixed income and I assumed my Insurance Coverage with ARW would get me through times like this, this company is a SCAM and has duped a lot of its customers and I am one of them now

  

  Business Response

  Date: 01/23/2023

  We submit this letter in response to the complaint that was filed by Mr. ******
  ***** with The Better Business Bureau, Inc. requesting to contest his denial and
  cancel his Plan.
  We have completed our investigation of the concerns that were expressed by Mr.
  ***** and our response was sent directly to him on January 19, 2023, via email.
  Should you have any questions or require additional information, please contact
  the undersigned and reference our file number **********.

• Initial Complaint

  Date:12/22/2022

  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.

  Back in April 2022 I purchased a one year extended warranty for five appliances at a cost of 2656.58. I received a certificate of coverage (**********) I was told by the customer service rep that in October 2022 I would receive an option to renew this warranty at around the same cost but for FIVE years. I received the invitation and accepted the 5 year warranty for a cost of 3119.92 and again received a certificate of coverage (*********, *********, and **********). On October 31, 2022 I called for service on my refrigerator and was told there was a "problem" with my warranty. I have called this company over a dozen times and emailed all the documentation they requested. I have been given the run around and they will not allow me to talk to a supervisor. They won't even cancel the warranty. I have to email a request and I have no idea if anyone received it.

  

  Business Response

  Date: 01/23/2023

  Please accept this response to the above referenced complaint that was filed by the
  Complainant with the Better Business Bureau, Inc. against NUFIC.
  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 January 19, 2023, 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: 01/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They have not refunded me for the warranty I purchased under false pretenses.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:12/05/2022

  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 have a contract with ******** *********** ******** for years. They take $55 out of my social security check every month. Recently I had a valve problem with my shower, the valve was frozen shut. I called them ******** ******** and they said its covered and they provided me with a claim #********. I then proceeded to call ******* * **** ******** (1st time) using them. They came and did the work replaced shower valve and new stops and access door, valve replacement. Total charge $700. I paid him $700 cash. I only did it due to the girl that gave me claim # said that it would be covered. I was then asked to send the Invoice from them. In which I did along with there form, that was requested. From that day on, it was back and forth with them asking me for more and more information. I only had the Invoice from the Plumber. I will attach everything I sent to them. Detail, detail. I can't get what the plumber is not willing to give me. I was not told it would be this hassle. Im 80 years old and now without my $700. I spoke to 1 agent that said with the bill they will only give me $500 and then I called again and the other agent said they will give me $350. I don't understand this. Why are they playing this game, causing me so much stress! My ******** called and spoke with a manager and they told her nothing is being sent out without the DETAIL bill. She was so upset she had chest pains. I am on a fixed income and need this money that I was promised. Please can you help me!! They are continuing to take my money and I had a problem and now they don't want to pay me. I am asking for your help. Please!!! I contacted the Plumbing Company and they said this is what I give all my customers and I am getting punished for using that Plumbing Company. Its not right what they are doing. I don't know if I'm being scammed! I'm very upset about this. Plumber says they gave us an Invoice and that should be sufficient enough. I also paid $55 to open the claim, paid to American.

  

  Business Response

  Date: 12/15/2022

  We submit this letter in response to the complaint that was filed by Mrs. ******** ********** with The Better Business Bureau, Inc. requesting to have her shower valve repaired.
  We have completed our investigation of the concerns that were expressed by Mrs. ********** and our response was sent directly to her on December 15, 2022, via email.
  Should you have any questions or require additional information, please contact the undersigned and reference our file number ***********

  Customer Answer

  Date: 01/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  ******** ******* ** *** *** *** *** ********* **** **** *********** ****** ******* **** *****

  I "disagree" with the decision regarding the amount that was sent to me. The job was $700 and I got $500. I would like for the company to pay what they said they would pay me. I'm very disappointed with them. 
  
  Regards,
  
  ******** **********

  

  Business Response

  Date: 01/17/2023

  We submit this letter in response to the follow-up complaint that was filed by Mrs.  ******** ********** with The Better Business Bureau, Inc. requesting an  additional reimbursement under her Plan. 

  We have completed our investigation of the concerns that were expressed by Mrs.  ********** and our response was sent directly to her on January 13, 2023, via  email. 

  
  

• Initial Complaint

  Date:08/31/2022

  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 been with this company for some time now. I filled an refrigerator claim 3 weeks ago, the technician came to my house and informed me that he was able to repair the refrigerator and advised me to call the company for a way forward. I waited for the company to call me but they didn't. I called the company the following Monday and the representative told me that they just got the report and that I should expect a call back the next day. I waited the entire week and nobody called, so I called after four days of waiting. The first representative held me on the phone for over 30 minutes and hung up on me. I have called more than 20 times already and they still keep hanging up on me. The last one lied to me, saying that he was sorry for my inconvenience and still hung up on me. This is my main refrigerator and I am so frustrated, while this company kept tossing me around and hanging up on me. I think this company is a fraud and I had to pay. The prey on people. This is really sad. Please kindly deliver me from these fraudsters. They need to stop playing with peoples feeling. Thanks in advance.

  

  Business Response

  Date: 09/12/2022

  
  Re: Complainant: Atinuke Shittu
  

  Company: AIG WarrantyGuard, Inc.
  Customer No.: ARW161979364254
  Claim Nos.: 20441495; 20500575
  BBB File No.: 17742214
  Our File No.: GCS-216390
  

  Dear Sir or Madam:
  

  We submit this letter in response to the complaint that was filed by on behalf of Atinuke Shittu, with the Better Business Bureau, Inc.
  We have completed our investigation of the issues that were expressed by the complainant and our response was sent directly to the complainant on September 9, 2022, via email.
  Should you have any questions or require additional information, please contact the undersigned.
  

  Thank you.
  

  Sincerely,
  

  **** **** 
  

  
  

• Initial Complaint

  Date:08/30/2022

  Type:Customer Service 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.

  Many years ago I purchased extended warranties for a couple of newly purchased appliances (both manufactured by Whirlpool). Following the expiration of those extended warranties, the warranty provider, AIG Warranty Guard, Inc. of Jeffersonville, Indiana, has, despite repeated attempts made over a period of several years, refused to stop sending me extended warranty offers in the mail and also refused, as has Whirlpool Corporation, also despite repeated requests made over a period of several years, to remove all reference to me and my mailing (and street) address from its various databases, both insisting that they are unable to delete this information. In fact, Whirlpool insists that is prohibited by law from deleting my contact information. The most recent piece of unsolicited mail arrived a few days ago. I don't believe either corporation's assertions and am requesting the assistance of the Better Business Bureau in order to force both companies (I will file a separate complaint against the Whirlpool Corporation) to accomplish my simple request. The most annoying part of this matter is that I no longer own either associated appliance!

  

  Business Response

  Date: 09/09/2022

  September 8, 2022

  Better Business Bureau, Inc.
  844 S. 4th Street
  Louisville, KY 40203-2186

  RE: Complainant: **** ******
  BBB File No.: ********
  Our File No.: **********

  Dear Sir or Madam:

  We submit this letter in response to the complaint that was filed by **** ****** with The Better Business Bureau, Inc. regarding a Service Plan.
  We have completed our investigation of the concerns that were expressed by **** ****** and our response was sent directly to **** ****** on September 8, 2022 via
  email.
  
  Should you have any questions or require additional information, please contact the undersigned and reference our file number **********.
  

  Sincerely,
  

  ****** *** 

  Customer Answer

  Date: 09/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  [Provide details of why you are not satisfied with this resolution. Please respond here ONLY]

  
  

  The following (in quotes) is the body of the email response I sent to *** ****** *** on Thursday, 9/8/2022 at 12:27 PM (see also attached pdf document):
  

  
  

  "******,
  
  Did you not see my response sent to your coworker, a *** ******** *** *see attached) on 09/02/2022? The real and valid concerns I expressed to her remain.
  
  To reiterate, however, nothing less than the complete deletion of all reference to me and my contact information from your various databases will satisfy me.
  
  Please let me know that what I have demanded has been accomplished.
  
  BTW that I have had to go through this obscene process to make my demands heard and that they still haven’t been heard is beyond infuriating. Any other company I contact with the same demand accomplishes it within minutes following a single request. With you folks, I’ve been fighting for multiple years and still I am waiting for a resolution. Unbelievable."

  
  

  As of this writing I have not yet received a reply.

  
  

  Until and unless all reference to me and my contact information is permanently deleted from AIG WarrantyGuard, Inc.'s various databases, I will continue to pursue this matter.

  
  

  
  Regards,
  
  **** ******

  

  Business Response

  Date: 09/26/2022

  September 23, 2022 Submitted Via Email Better Business Bureau, Inc. Conciliation Department 844 S. 4th Street Louisville, KY 40203-2186 Re: Complainant: Hans Forlie Company: AIG WarrantyGuard, Inc. BBB File No.: ******** Our File No.: ********** 

  Dear Sir or Madam:

  We submit this letter in response to the follow-up complaint that was filed by *** **** ****** with the Better Business Bureau. We have completed our investigation of the concerns that were expressed by the complainant and our response was sent directly to *** ****** on September 23, 2022, via e-mail.

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

  Sincerely, ******* ********

  Customer Answer

  Date: 09/27/2022

  BBB:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
  By a) assuring me that it has placed me on its DNS list and b) claiming that because it must "maintain proper transactional records for business purposes" it is unable to delete all reference to me and my mailing address from its various databases, the merchant has failed me.
  
  My response:
  1st, given that I have been placed on the merchant's DNS list multiple times in the past & given that in every instance this has resulted in more email appearing, in some cases more than a year after the fact, I give no weight to AIG’s latest assurance that placing me (once) again on its DNS list will result in a different outcome.
  
  2nd, I have never before in my more than 80 years on this planet encountered a merchant that outright refuses to acquiesce to this type of request. Although, thanks to our atrocious consumer privacy laws in Vermont AIG has no legal obligation to accomplish what I've requested, a law about to hit the books in its home state of New York (as well as existing laws in California) - which will shortly require it to acquiesce to these kinds of requests (at least when they are submitted by New York residents) - should propel AIG to see the immorality inherent in its ongoing refusal to meet my simple demand. In other words, just because it might not be legally compelled to doesn't preclude it from doing the right thing on my behalf. I have no current business relationship with AIG WarrantyGuard & I can assure you that based on this experience I will never again do business with this merchant. Thus AIG has no morally defensible basis for refusing to accomplish my demand.
  Given that there is literally nothing stopping AIG from accomplishing my request, I refuse to dismiss this claim.
  
  Regards,
  
  **** ******

  

  Business Response

  Date: 10/10/2022

  October 7, 2022
  
  Better Business Bureau, Inc.
  844 S. 4th Street
  Louisville, KY 40203-2186
  

  RE: Complainant: **** ******
  BBB File No.: ********
  Our File No.: **********
  

  Dear Sir or Madam:

  We submit this letter in response to the follow-up complaint that was filed by **** ****** with The Better Business Bureau, Inc. regarding a Service Plan. We have completed our investigation of the concerns that were expressed by ****
  ****** and our response was sent directly to **** ****** on October 7, 2022 via email.
  
  Should you have any questions or require additional information, please contact the undersigned and reference our file number **********.
  

  Sincerely,
  

  ****** ***

  Customer Answer

  Date: 10/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The fact that the company refuses to acknowledge the insufficient results of them having supposedly placed me on its "Do Not Solicit" list multiple times in the past and its ongoing refusal to delete all reference to me and my contact details from its various databases (even though nothing is stopping them from doing so - if I lived in a country or state that provided the public with actual consumer protections they wold be forced to acquiesce to my demand) undermines every insulting response they provide. The way I am being treated is unacceptable and is nothing more than a result of poor business practices. Shame on this merchant.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:08/16/2022

  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 Attached document

  

  Business Response

  Date: 08/25/2022

  August 25, 2022

  Sent Via Email: ********************

  Better Business Bureau, Inc.
  844 S. 4th Street
  Louisville, KY 40203-2186

  Dear Sir or Madam:

  We submit this letter in response to the complaint that was filed by *** **** ******* with The Better Business Bureau, Inc. requesting to have her refrigerator and A/C unit repaired.
  We have completed our investigation of the concerns that were expressed by *** ******* and our response was sent directly to her on August 25, 2022, via email. Should you have any questions or require additional information, please contact the undersigned and reference our file number **********.
  

  Sincerely,
  

  ******** ***** 

• Initial Complaint

  Date:08/08/2022

  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.

  On 6/23/2022 purchased a ****** Furnance (********) Serial number #********** and iComfort S30 Thermostat serial number#**********, which included a comfort shield extended warranty from Service Net. The warranty contract number is *********. I have tried to call service net several times and each time I talk to a customer service represenititve about canceling, they either tell me to call American home warranty, or they hang up on me. All I want to do is cancel the warranty and receive a refund. The contract clearly states I can cancel for a refund within 60 days of the install date.

  Customer Answer

  Date: 08/09/2022

  You can remove complaint #******** the issuing dealer was able to provide me more information and resolution. 

• Initial Complaint

  Date:07/28/2022

  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.

  I purchased a service warranty with AIG for my Maytag washing machine. I have contacted them numerous times via email. They say they do not have anyone in my area to service washing machine. They want me to do all paper work and pay all fees up front. They should not be selling warranties in my area if they can not provide service in that area. I contacted business that do warranty work for them however they still want me to pay up front. I requested refund since they can not service my appliance they stated it would be prorated. Why should it be prorated I haven't even used warranty? I feel they abuse numerous people by offering a service they can not supply. They collect fee for warranty they can not full fill then they want to prorate refund if you cancel service they can not provide. Seems like a rip off to me. I'm sure I'm not the only individual this is happened to.

  

  Business Response

  Date: 08/19/2022

  August 19, 2022
  Via Email
  Better Business Bureau, Inc.
  844 S. 4th Street
  Louisville, KY 40203-2186
  [email protected]

  Re.: Complainant: ****** ***
  File No.: ********
  Our File No.: **********

  Dear Sir or Madam:
  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 August 19, 2022, via email.
  Thank you for the opportunity to respond to the complaint. Please contact me with any additional questions regarding the above.
  

  Sincerely,
  

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

  Customer Answer

  Date: 08/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ***  
  

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• Initial Complaint

  Date:07/20/2022

  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.

  Claim for American Residential Warranty (ARW) was submitted for HVAC issue on 6-17-22. The company dispatched SubZero Heating and Cooling for service on 6-22. After diagnosis on 6-22, SubZero provided an invoice to customer's wife and shared plan to request authorization for ARW to order HVAC parts. SubZero advised that authorization would take 3-5 business days. For June and July, customer has paid $419.02. The dispute is over time line regarding authorization of work in an emergency environment and communication about the non-repair. As of 7-7, there has been no resolution. Customer initially followed up with ARW on 6-28 via phone to inquire about status of HVAC repair in an emergency situation. ARW told customer that parts were being ordered and would take a few days to arrive. After 6-28 with no time line provided from ARW, customer called SubZero. During customer follow-up call on 6-30, SubZero advised customer to call ARW to request approval of HVAC parts. Customer called ARW the same day and was told that authorization was approved. A few back-and-forth calls occurred between SubZero, customer, and ARW. Each company claimed to await action from the other. Voicemail from SubZero on 6-30 states that ARW approved claim but that there is no approval of parts on contractor's end. A series of back and forth phone calls between customer and ARW have occurred with no update about authorization or repair. Customer Account# ***************. ARW could not provide customer or SubZero with tracking number.

  

  Business Response

  Date: 08/19/2022

  Please find attached the Analyst response regarding the above-referenced Regulatory matter attached for your review.

  Please contact me with any other questions or concerns you may have.

  Thank you.

  Kind Regards,

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

  AIG

  Consumer Complaints Regulatory Analyst

  Customer Answer

  Date: 08/24/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find the review of the invoice satisfactory to me.  I will wait for the business to perform this action and, if it provides the requested actions, will consider this complaint resolved.
  
  Regards,
  
  ******** ******  
  

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