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:03/03/2023

  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.

  on 02/16/2022 I purchased an extended service plan for an appliance I had just purchased on 02/15/2022. I have had some malfunctioning issues with this appliance, but AIG Warranty Guard, Inc, the Extended Insurance Company has not been cooperative. None of my emails or letters have been complied with, and telephone calls have been impossible to make, due to the length of time I am placed on hold waiting in vain. I wish to cancel this policy, received my full refund for the original amount paid of $90.16, and seek another company that stands behind its warranty.

  

  Business Response

  Date: 03/17/2023

  We submit this letter in response to the complaint that was filed by **** ***** with
  the Better Business Bureau, Inc. regarding a Whirlpool Service Plan.
  We have completed our investigation of the concerns that were expressed by ***
  ***** and our response was sent directly to him on, via email on March 16, 2023.
  Should you have any questions or require additional information, please contact the
  undersigned

  Customer Answer

  Date: 03/18/2023

  Complaint: ********
  I hereby reject AIG's response and actions as unsatisfactory!
  I henceforth further request that AIG addresses the problem by means of
  substantive action that bore fruit to the problem's solution, rather than
  appetitive emails or letters promising such.
  What AIG has done so far, amounts to no more than damage control techniques
  and public relation appeases. It emailed me asking that I troubleshoot the
  issue by the telephone with a technician that I never am able to reach due to
  the backlog of calls and shortage of attendant technicians made available to
  such an end. Moreover, there is nothing that can be done through the system’s
  programming that I have not yet done through the instructions from the manufacturer.
  As to AIG’s procedures so far, this is a crude and ineffective way of
  deflecting blame and downplaying service by means of pacifying letters and superficial
  attendance to repairs. This  discourages consumers
  from pursuing their rights and minimizes costs to  AIG, thus 
  increasing its gains at the cost of poor service to consumers.
  I hereby request what I had all-along done, that this contract is
  cancelled and that I am fully refunded of my original premium payment to same
  account immediately!
  
  **** * ****** 

  

  Business Response

  Date: 03/27/2023

  We submit this letter in response to the follow up complaint that was filed by **** ***** with the Better Business Bureau, Inc. regarding a ********* ******* *****

   

  We have completed our investigation of the concerns that were expressed by *** ***** and our response was sent directly to him on, via email on March 24, 2023.

   

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

• Initial Complaint

  Date:03/01/2023

  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.

  Have a warranty plan with ***** for a washer which was purchased at ******** ********* ** ************
  Filled out the warranty card that came with the washer info packet. Washer motor burned out and will cost $400. to fix. ***** will not allow ******'s to repair the washer. Said they are not on their list to repair appliance under the warranty. As you will see by the attached what I have paid for a coverage and can not use it. I don't understand why they will not allow the seller of the appliance repair it. There was no information provided to me as you can see on this warranty saying who I have to use. I was misled by this company. I am out of a washer now for 10 days. My daughter works in healthcare. We are paying 10 dollars every 2 days to wash clothes. She needs her clothing washed nightly. ***** is very unprofessional. When I called them they said its my problem not theirs. They should have told me who I need to use not saying its my problem and that's it.

  

  Business Response

  Date: 03/13/2023

  We submit this letter in response to the complaint that was filed by Ms. ******* ***** with The Better Business Bureau, Inc. regarding her ********* Service Plan.

   

  We have completed our investigation of the concerns that were expressed by Ms. ***** and our response was sent directly to Ms. ***** on March 10, 2023 via email.

   

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

  Customer Answer

  Date: 03/13/2023

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

• Initial Complaint

  Date:02/14/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The issue started with the refrigerator started in August.  Then after several repair attempts ARW decided not to replace it.  I then asked that it be repaired when the amount of $650.00 was offered.  The refrigerator is a $4000.00 give or take.  What refrigerator did ARW expect me to replace it with for a price tag of $650.  ARW reps have continued to call my phone(s) soliciting to sell me the same service and EVERYTIME states that ARW would try to repair first, and if that was not possible then to replace.  From October to now, since the offer and I communicated that I need it to be repaired NO one reached out to me.  Had medication at risk and that was not important to them either.  If I did not filed this complaint they still would not of reached out to me while continuing to access my account to get their payment on a monthly basis from October to now.  That is unacceptable, as I was inconvenienced and incurred additional cost.  That is not how you treat a customer you claim to value.  My demand is for $3000.00 due in 30 days.

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

  

  Business Response

  Date: 02/10/2023

  *** *******
  
  Thank you for taking the time to share your
  experience regarding your refrigerator claim.  We do apologize for your
  inconvenience.
  
  According to your claim history, several
  repairs were attempted unsuccessfully for your refrigerator.  On 8/30/2022
  based on the diagnostic report from the contractor it was determined that
  continuing to repair the unit is not cost effective. As outlined in the terms and
  conditions of coverage you are entitled to a $500 annual limit for your refrigerator. Based
  on our records, the balance of this limit of liability remaining is $91.57.  The
  calculation is based on the original limit of liability of $500 minus a previously paid claim of
  $209.93 and a servicer diagnostic fee of
  $117.50. 
  
  After strong
  consideration, and in
  appreciation of your loyalty as a long-term customer, we would like to offer you the full $500
  limit of liability as well as an additional $150 due to customer tenure for a
  total of $650.  To accept this, please contact us directly at ************, M-F 8am – 6pm.  We look forward to hearing back from you.
  
  Sincerely,
  ARW Home Team

  Customer Answer

  Date: 02/14/2023

  On 08/16/22, I contacted American Residential Warranty regarding repair service and/or replacement of a refrigerator that I was having issues with & was given a claim#******** & service appointment scheduled with WFCC GUINCO SERVICE for 08/18/22. On 08/17/22 contacted the provider to confirm service time on 08/18/22 & was informed that they did not have a work order to service me & that they DO not & NEVER did enter into contract with American Residential Warranty. Upon notifying ARW that the scheduled service was with a provider not under contract they kept denying the information given to me by the provider. I then ask for someone from the executive office as I had made myself available that day for servicing. A representative from the AGI office in NY called & when I informed her of what had taken place approved service with ****** ********* ******. The issue was with the main ice maker not working. Fridge area still were cooling, Freezer to include second ice maker was working. The service provider was informed of the issue by me upon arrival. He checked the main ice maker & refrigerator to include the freezer. He then took apart the bottom freezer, checked some things & put it back together, reset the main ice maker & said we should have ice in 24 hours. There was no ice in 24 hours & I notice liquid under the refrigerator to which is had to lay towels. I informed the repairman & was told he had to order a new icemaker. Upon his return 2-3 days later we confirmed that the freezer was no longer working, the fridge was not cooling to the required temp and main icemaker still not working. A new icemaker was installed & diagnostics checked. Again, was told should have ice in 24 hours. Again, no ice & still freezer & fridge not cooling. The repairman was notified & he came out again & checked, did some test & said that there was an internal leak & that the unit should be replace.(See attached email for detail information regarding this matter).Also in contract still

  

  Business Response

  Date: 02/14/2023

  *** *******
  Thank you for taking the time to reply to us.
  Unfortunately, the home warranty that you purchased has a limit
  of liability of $500 related to refrigerator coverage.  We added an
  additional $150 to this limit of liability for you due to you being a long-term
  customer and as a gesture of goodwill
  Please review your terms and conditions that were provided to
  you upon purchase for these limits.  They can be found on the declarations
  of coverage page as well as Section 7 – Limit of Liability and Conditions.
  As mentioned in our previous correspondence, to accept this,
  please contact us directly at ************, M-F 8am – 6pm.  We look
  forward to hearing back from you.
  
  Sincerely,
  
  ARW Home Team..

  

  Business Response

  Date: 05/12/2023

  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 her on May 12, 2023, via email.
  Should you have any questions or require additional information, please do not
  hesitate to contact me.

  Customer Answer

  Date: 06/14/2023

  
  
  Complaint: ********
   
  
  I am rejecting this response because: On the phone again today with American Residential Warranty regarding the buyout offer and just keep getting bounce around.  Can you assist with this please.  
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 06/22/2023

  We submit this letter in response to the follow up complaint that was filed by ******* ****** with the Better Business Bureau, Inc.
  Please be advised that we have completed our investigation of the concerns that were expressed by *** ****** in her follow up complaint, and a response was sent directly to her on June 19, 2023 via email at ******************************
  This matter appears to be resolved. However, should you have any remaining questions or require additional information, please do not hesitate to contact the undersigned.

• 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.