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:08/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We officially bought a 5-Year Extended Warranty for our eligible Frigidaire dehumidifier on effective date September 14 of 2024. On May 5 of 2025, we filed a claim based on this warranty, and it was approved by the company. We were given a confirmed claim ticket #**********. Over the past 4 months since then, we have exhausted all efforts with the company's customer service and supervisors to resolve the matter and to receive a replacement. No reason for the delay, and no estimation of shipping a new replacement given. Nothing but apologies and broken promises of call backs and a possible replacement.

  

  Business Response

  Date: 08/25/2025

  We understand your frustration and apologize for the ongoing issues with your dehumidifier. Please note that we do not administer Electrolux products, but we will forward your information to them for further review. 
  For direct assistance, we recommend reaching out to Electrolux at 866-386-5286.  

  Customer Answer

  Date: 08/28/2025

  
  
  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:08/25/2025

  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.

  An extended warranty was purchased on a Frigidaire upright freezer (model #FFUE2022AW) that was originally purchased on 6/7/2023. The two-year warranty was purchased 6/8/24.
  The unit began malfunctioning (light flashing and beeping and unit continuously running and items thawing) so we contacted the warranty company on 6/24/25.
  A claim was opened and I was informed they were attempting to contact a repair company. After several calls and following up on my end, one company scheduling a repair and promptly canceling the same day (7/8/25), I finally was able to speak with someone and later was directed to the Augusta Back Office team (****** ******* on 7/11/25) who informed me we would receive a replacement freezer - same make and model. It took until 8/4/25 to receive this replacement unit. After delivery, we noticed that this unit had been damaged when it was unloaded and unpacked in our driveway - a magnetic sensor on the bottom of the door was broken off causing the interior light not to work and the unit sometimes beeps. The delivery company had to direct us back to the warranty company who opened another claim and stated they would try the repair route again. ACT Services arrived on 8/12, examined the damage and stated he needed to order a part and it would 3-5 business days. He returned yesterday, 8/21/25 with a new door for the unit which was SEVERELY damaged (dented in multiple places and missing paint) which also did not appear to have the magnetic part on the bottom of the door. My husband refused delivery of this due to the condition. The repair person stated "5 more days" and that he should have checked the item first. This morning, 8/22/25, I received an email from the warranty company again stating that they have opened another new claim. Over 60 days and we still do not have a properly working freezer. At this point, I would like them to order a new unit locally (in Cincinnati) and WE will arrange delivery or pickup.

  

  Business Response

  Date: 08/26/2025

  We understand your frustration and apologize for the ongoing issues with your freezer. Please note that we do not administer Electrolux products, but we will forward your information to them for further review. 
  For direct assistance, we recommend reaching out to Electrolux 866-386-5286.  

• Initial Complaint

  Date:07/24/2025

  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.

  Extended warranty on ********** ********** Dehumidifier. Agreed to send a new replacement. But never did. Also refuse to respond to numerous emails.. RE; ********** **** ********** This has been going on for over 6 weeks..

  

  Business Response

  Date: 07/25/2025

  We understand your frustration and apologize for the ongoing issues. Please note that we do not administer ********** products, but we will forward your information to them for further review. 
  For direct assistance, we recommend reaching out to ********** ************  
   **************************** 

  Customer Answer

  Date: 07/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I just tried to contact ***** ******* by phone, no one heard of her. I then spoke to an agent, who told me she couldn't help me. I then asked to speak to a supervisor and was told they were not able to help me as well.  I gave the agent all the Ref, numbers and related.. This appears to be a scam operation. 
  
  
  
  Sincerely,
  
  
  
  *** ******

  

  Business Response

  Date: 07/28/2025

  We will be contacting the consumer and working toward a resolution of the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

  Customer Answer

  Date: 07/29/2025

  
  
  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. 

  Customer Answer

  Date: 08/08/2025

  
  
  Complaint: ********
  
  
  
  Customer stated that he has not received the replacement dehumidifier.  The Customer stated he has not heard from the Company in over a month.
  
  
  

  

  Business Response

  Date: 08/08/2025

  We understand your frustration and apologize for the ongoing issues. Please note that we do not administer ********** products, but we will forward your information to them for further review. 
  For direct assistance, we recommend reaching out to ********** ************  
   **************************** 

  Customer Answer

  Date: 08/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Just got off the phone with one of their agents  Told me I should expect to see the new dehumidifier by September  30th. I was originally informed on July 3rd, I would have the new unit by the end of July. I don't believe they ever intend on sending a new unit. It sounds like a total scam. Legally, this needs to be looked into.. Ken Hirsch.  I have already supplied all the necessary documents to back up my complaint.
  
  
  
  Sincerely,
  
  
  
  *** ******

• Initial Complaint

  Date:07/22/2025

  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.

  This company claims to be a home insurance company but they do not provide the services they claim and do not have a proper website to cancel the insurance plan.

  

  Business Response

  Date: 07/23/2025

  Thank you for bringing your concerns to our attention. A member of our team will be reaching out to you directly to discuss your claim in more detail and address any questions or concerns you may have. We appreciate your patience and look forward to speaking with you soon.

• Initial Complaint

  Date:07/16/2025

  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 am very dissatisfied with the customer service for my extended warranty on my ********** dehumidifier.
  On September 29, 2024 I purchased a 5 year extended warranty for my ********** dehumidifier. In April of 2025 it stopped working properly so I contacted the service department and I was told that I would need to supply documentation which I did promptly. I received an e-mail on 5/1/2025 stating that they received my submission. On5/15/2025 I received an e-mail stating that “ your ticket has been created”.
  On 5/30/2025 I called to follow up on this and I was told that my claim has been approved and that the back office was having delays because of a new system that they are using and that I would get an email in 3-5 business days with tracking information.
  This did not happen so I called again on 6/23/2025 and I was again told that they were having delays in the back office and that in 3-5 business days I should get an email with the same result, no email. Each time they have verified my contact and shipping information.
  I called again on 7/15/2025 and I was given the same runaround. I asked where the replacement dehumidifier was I was told that it is in a warehouse in the United States, So I asked to talk with a supervisor and after being on hold for awhile I was able to talk with a supervisor. Again I was told that the back office is having delays. I had one of these fail a couple years ago and I received a replacement in about 2 1/2 weeks via Fed-X. I do not understand why this is taking so long. I live in the Midwest where there is a lot of humidity in the summer months and without a working dehumidifier in the basement it gets humid and musty. I am very disappointed and frustrated by how this is being handled. The customer service people that I have talked with have been polite but it seems that they are reading off of a script with the answers that I am getting. I don’t have much confidence in the ********** brand any more. Very disappointed.

  

  Business Response

  Date: 07/18/2025

  We understand your frustration and sincerely apologize for the inconvenience you’ve experienced. However, please note that we do not administer the warranty for your ********** dehumidifier.
   
  For assistance with your claim, we recommend contacting Electrolux directly at 866-386-5286, as they are the administrator for your warranty services. We have also forwarded your complaint to them for further review and support.

  Customer Answer

  Date: 07/25/2025

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

  I called the number suggested by the business and talked with the same department that I have been talking with since I first filed the claim on 5/1/2025. When I ask them who they are I am told that they are the warranty department for Electrolux/**********. I was told that there are no updates from the back office yet. The extended warranty paperwork that I have says Electrolux at the top and right below that in a box it says on point warranty solutions LLC. I continue to get a runaround from what should be a very simple warranty replacement. I have followed all of the instructions that I have been given and I have been told that the claim was approved but it is gone no further. Even though I have a ticket number from the warranty department  of ************* This is extremely poor customer service.

  
  
  
  Sincerely,
  
  
  
  *** ******

  

  Business Response

  Date: 07/28/2025

  We will be contacting the consumer and working toward a resolution of the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

  Customer Answer

  Date: 08/02/2025

  
  
  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.
  
  The business did not contact me but the new replacement unit did arrive at our house on Thursday 7/31/2025. Very poor customer service from this company. 
  
  
  
  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:07/07/2025

  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.

  91 year old mother questioned a charge on credit card....found out she had been paying this for 6 months.
  On Point warranty states she called them Dec 14 2024 ar 4:18pm
  Difficult to believe as she is confused and has difficulty dialing a number. Called company had wrong area code for her number I corrected the area code told them to only contact me. Since she had spent out so much money I stated a would make a warranty claim they kept transferring me never able to get claim thru. Looked them up on line states the are scammers. Called back informed them this is elder abuse and was canceling services. They once again transferred me and every time I tried to cancel I was disconnected. After I disputed charges with my mom's credit card company someone once again called her, when they only should have had my number. Once again I informed them never to contact her and cancel account. Once again transferred and cut off. Not sure how they could sign her up for services when all our appliances are over 7 years old and they don't warranty those.
  They took a 91 year old on a fixed income for 1500.00.
  Please help.

  

  Business Response

  Date: 07/08/2025

  Guardian Protection Products has researched the complaint filed by ***** ****** We will be contacting the consumer and working toward a resolution of the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 5-year extended warranty (Product Protection Plan (certificate * *********** on a ********** dehumidifier (model # ************ ******* *********** from ********** on November 13, 2024 for $59.99. The unit failed on May 1, 2025 during the first 6 months of the 5-year extended warranty period and I contacted ********** to get a replacement. I sent in all requested information on 5/6/2025 and again on 5/14. ********** confirmed receipt of my submission and provided me with a case number - **********. I resent all requested documentation for the third time on 6/12/2025 and sent an e-mail requesting any update and resolution on 6/21/2025. I have called regarding status of my request at least 10 times with no results. Since May 6th, I have not received any communication from ********** at all - no emails, phone calls, letters - nothing at all.
  
  The broken unit that I purchased the protection plan certificate on was provided to me as a replacement unit sent to me directly from ********** (reference# ********). The Certificate / contract # ********** correctly shows the Dealer/ seller of the broken unit covered under the extended warranty as ********** Home Products Inc. They appear to be confused and annoyed that I don't have a sales receipt from Home Depot or Lowes - on a replacement unit they sent to me. I have provided you and ********** with the packing slip on the unit ********** sent directly to me on 10/21/2020 - which is the unit which I purchased a 5 year warranty on November 13, 2024 which is now broken.
  
  I need a dehumidifier in my basement in the summer in Illinois. This is no way to run a business. I would like a replacement unit ASAP which is required under the Product Protection Plan extended warranty which I paid for - and is currently in effect

  

  Business Response

  Date: 06/23/2025

  We understand your frustration and apologize for the ongoing issues with your dehumidifier. Please note that we do not administer ********** products, but we will forward your information to them for further review. 
  For direct assistance, we recommend reaching out to ********** ************  

  Customer Answer

  Date: 06/23/2025

  
  
  Complaint: ********
   
  
  I am rejecting this response because: Please see attached PDF sent to me from OnPoint Warranty Solutions which is a copy of the extended warranty (contract * *********** that I purchased on my ********** Dehumidifier which is now broken.  They are 100% the correct party to deal with on this matter - they are the company that sold me the extended warranty contract.  To be 100% clear, I never stated that I owned an ********** product.   This is shameful.
  
  
  
  Sincerely,
  
  
  
  **** * ******

  

  Business Response

  Date: 06/24/2025

  Guardian Protection Products has researched the complaint filed by the customer. We have contacted the consumer and are in the process of resolving the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

  Customer Answer

  Date: 06/25/2025

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

  Despite their claim that they "have contacted the consumer" (i.e. me), I have not been contacted at all by them.  I have no missed phone calls, nothing in my e-mail, no texts - nothing.  I see no evidence that they have either researched the complaint or are in the process of resolving this complaint.  I will agree to close this complaint only after a replacement dehumidifier is delivered to my house under the terms of the 5-year extended warranty I purchased from them about 6 months ago to replace the broken/defective unit.  At this point, I am requesting all future communication from them be if writing (e-mail is fine) in case litigation is needed.  My e-mail address is *********************
  
  

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

  

  Business Response

  Date: 06/27/2025

  We understand your frustration and apologize for the ongoing issues with your dehumidifier. Please note that we do not administer ********** products, but we will forward your information to them for further review. 
  For direct assistance, we recommend reaching out to ********** ************  

  Customer Answer

  Date: 07/03/2025

  
  
  Complaint: ********
   
  
  I am rejecting this response. Please see the attached extended warranty contract # ********** which I purchased from Onpoint Warranty Solutions (**********), **** **** ******* *********** ******* on my ********** dehumidifier model # *********** ****** ************  For the third time - I have a ********** Dehumidifier.  I am not seeking resolution on an ********** dehumidifier - I don't own an ********** dehumidifier and ********** does not make a dehumidifier.  I called the 888 ********** number they provided in the last response and they told me I called the wrong number and to file a complaint with the BBB on Onpoint Warranty Solutions - and I confirmed I had already done so. 

  My dehumidifier broke within 6 months of the 5-year extended warranty period, and I have submitted the required documentation to Onpoint Warranty Solutions (**********) for the replacement 3 times and almost 8 weeks has passed and I have heard nothing from them.  I'm looking for Onpoint Warranty Solutions (**********) who sold me an extended warranty (contract *********** attached) to fulfill their obligations with me and replace my broken / defective unit. 

  Thank you

  **** * ******

• Initial Complaint

  Date:06/05/2025

  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 extended warranty claim for a dishwasher repair (Contract ************ ***** ********) was unfairly denied by OnPoint Warranty Solutions LLC.
  On 04/24/2025, their technician diagnosed "worn out door springs" (a covered mechanical breakdown) needing replacement. However, my claim was denied, citing "rodents infestation," which is NOT listed as an exclusion in my specific contract (see pages 4-5 of attached contract). The technician's report confirms worn springs and does not state rodents caused the damage.
  I was never formally notified of the denial directly by OnPoint/Electrolux; I found out indirectly via the repair shop.
  I sent a formal dispute email on 05/01/2025 to [email protected]. After no response, I contacted them via chat on 05/20/2025. The agent confirmed my dispute was "escalated and under review" but repeatedly cited their general policy (contrary to my contract) and could not provide a timeline.
  I sent a final follow-up email on 05/28/2025, setting a firm deadline of 06/04/2025 for a substantive response, stating I would escalate if unresolved.
  As of 06/05/2025, OnPoint Warranty Solutions LLC has provided no response to my formal dispute. Their conduct (denial based on unlisted exclusion, lack of formal notification, unresponsiveness) constitutes unfair business practices and a failure to act in good faith.
  I seek the approval and authorization for the repair of my dishwasher's worn-out door springs at no cost to me, as per my contract. I also request formal acknowledgment of their procedural failures.

  

  Business Response

  Date: 06/05/2025

  We understand your frustration and apologize for the ongoing issues with your dishwasher. Please note that we do not administer ********** products, but we will forward your information to them for further review. 
  For direct assistance, we recommend reaching out to ********** *************  

  Customer Answer

  Date: 06/05/2025

  
  ********** ********
  
  
  
  I am rejecting OnPoint Warranty Solutions LLC's response as NOT satisfactory. Their claim that they "do not administer ********** products" is inaccurate and an unacceptable attempt to evade their direct contractual obligations.

  
  As explicitly stated in my extended warranty contract (Certificate/Contract Number ***********, purchased on July 22, 2024:
  OnPoint Warranty Solutions LLC is unequivocally named as the "Obligor." This means OnPoint is the entity legally and contractually bound to provide service under my specific warranty.
  The contract further clarifies that ********** is merely the "Administrator" to whom OnPoint has delegated "certain administrative activity." Therefore, ********** acts on behalf of OnPoint.
  OnPoint cannot disavow responsibility for a contract where they are the named Obligor. Their designated Administrator (Electrolux) processed my claim ****** ********), issued the denial under their file number, and confirmed my dispute was 'escalated and under review' within their system.

  
  My claim was improperly denied re my Contract #9000864665. The technician's own report confirms "worn out door springs" (a covered mechanical issue) and does not state rodents caused this specific failure.

  
  OnPoint's attempt to pass responsibility to ********** directly is a further instance of the unfair business practices detailed in my complaint, which include lack of formal denial notification and unresponsiveness to my formal dispute emails (sent May 1st and May 28th, with a response deadline of June 4th that they ignored).

  
  I urge the BBB to hold OnPoint Warranty Solutions LLC accountable as the named Obligor on my contract and to approve the repair of my dishwasher's worn-out door springs as per my contract. I have also filed a complaint with the California Department of Consumer Affairs (DCA Case ID: ** ********) regarding this matter.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 06/10/2025

  Guardian Protection Products has researched the complaint filed by the customer and previously attempted to make contact. We will be attempting contact with the consumer again in order to work towards a resolution of the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers
  

  Customer Answer

  Date: 06/11/2025

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

  My BBB complaint is against OnPoint Warranty Solutions LLC ********* ************. The response from "Guardian Protection Products" (an OnPoint Warranty brand) is NOT satisfactory.
  

  Guardian claims "previously attempted contact." This is inaccurate regarding my formal dispute. Since sending my formal dispute email to ************************ on 05/01/2025 (confirmed received and escalated via chat on 05/20/2025), I have received NO direct, formal communication from OnPoint Warranty Solutions or any affiliated entity (including Guardian Protection Products) concerning the resolution of my dispute or justification for the denial. The deadline I set (06/04/2025) for their response to my dispute has passed without contact. My only prior contact was indirect notification of the denial via the repair shop's email, to which I then initiated contact for clarification.
  

  My claim ****** ********* for dishwasher repair was improperly denied. The technician's report clearly states "Door springs are worn out and need to be replaced," a covered mechanical breakdown. The denial cites "rodents infestation." This is NOT listed as an exclusion in my specific contract (pages 4-5, attached documentation). A business cannot deny coverage based on exclusions not in the signed contract. The technician's photos do not show rodent damage to the springs, only droppings, which do not prove they caused the springs to be worn out.
  

  This constitutes a breach of contract, unfair business practices, and a failure to act in good faith.
  

  I expect OnPoint Warranty Solutions LLC to immediately approve and authorize the repair of my dishwasher's worn-out door springs at no cost to me, as per my contract. I also require a formal, written communication from OnPoint Warranty Solutions LLC acknowledging their improper denial and lack of direct, timely communication in handling this claim.                   

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

  Customer Answer

  Date: 06/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My BBB complaint is against OnPoint Warranty Solutions LLC ********* ************* The response from "Guardian Protection Products" (an OnPoint Warranty brand) is NOT satisfactory.
  
  
  Guardian claims "previously attempted contact." This is inaccurate regarding my formal dispute. Since sending my formal dispute email to [email protected] on 05/01/2025 (confirmed received and escalated via chat on 05/20/2025), I have received NO direct, formal communication from OnPoint Warranty Solutions or any affiliated entity (including Guardian Protection Products) concerning the resolution of my dispute or justification for the denial. The deadline I set (06/04/2025) for their response to my dispute has passed without contact. My only prior contact was indirect notification of the denial via the repair shop's email, to which I then initiated contact for clarification.
  
  
  My claim (FILE# 88119045) for dishwasher repair was improperly denied. The technician's report clearly states "Door springs are worn out and need to be replaced," a covered mechanical breakdown. The denial cites "rodents infestation." This is NOT listed as an exclusion in my specific contract (pages 4-5, attached documentation). A business cannot deny coverage based on exclusions not in the signed contract. The technician's photos do not show rodent damage to the springs, only droppings, which do not prove they caused the springs to be worn out.
  
  
  This constitutes a breach of contract, unfair business practices, and a failure to act in good faith.
  
  
  I expect OnPoint Warranty Solutions LLC to immediately approve and authorize the repair of my dishwasher's worn-out door springs at no cost to me, as per my contract. I also require a formal, written communication from OnPoint Warranty Solutions LLC acknowledging their improper denial and lack of direct, timely communication in handling this claim.             
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 06/19/2025

  We understand your frustration and apologize for the ongoing issues with your Dishwasher. Please note that we do not administer ********** products, but we will forward your information to them for further review. 
  For direct assistance, we recommend reaching out to ********** *************  

  Customer Answer

  Date: 06/19/2025

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

  The business's response is UNSATISFACTORY and demonstrates a clear attempt to avoid their contractual obligations and mislead.
  

  My complaint is against OnPoint Warranty Solutions LLC, who is explicitly identified as the "Obligor" (the legally responsible party) for my Extended Warranty Contract #90008665. Page 2 of my contract (attached to my initial complaint) states: "OnPoint Warranty Solutions LLC. We, as the Obligor, are Contractually obligated to provide... Service under this Contract..." It also states ********** entities are the "Administrator" delegated by OnPoint. Therefore, OnPoint's claim, "we do not administer ********** products," is false and a direct contradiction of my binding contract with them.
  

  Furthermore, they direct me to "********** ************** which is the very service number listed in my contract for OnPoint's service (Page 1) and their Administrator's contact (Page 2). I have already used their provided channels:
  Formal dispute email to ************************ on 05/01/2025 (which their chat agent on 05/20/2025 confirmed was 'received, escalated, and under review').
  Follow-up email on 05/28/2025, which they ignored past my 06/04/2025 deadline.
  Multiple chat sessions where their agents consistently provided misleading information and deflections.
  

  Their first BBB response (from 'Guardian Protection Products,' an OnPoint brand) also falsely claimed 'previously attempted contact.' This pattern of misrepresentation and avoidance is unacceptable.
  

  I require OnPoint Warranty Solutions LLC to:

  Approve and authorize repair of my dishwasher's worn-out door springs at no cost, per contract.
  Provide formal written communication acknowledging their improper denial and lack of direct, timely communication in resolving this dispute.
  

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

  Customer Answer

  Date: 06/19/2025

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

  The business's response is UNSATISFACTORY and demonstrates a clear attempt to avoid their contractual obligations and mislead.
  

  My complaint is against OnPoint Warranty Solutions LLC, who is explicitly identified as the "Obligor" (the legally responsible party) for my Extended Warranty Contract *********. Page 2 of my contract (attached to my initial complaint) states: "OnPoint Warranty Solutions LLC. We, as the Obligor, are Contractually obligated to provide... Service under this Contract..." It also states ********** entities are the "Administrator" delegated by OnPoint. Therefore, OnPoint's claim, "we do not administer ********** products," is false and a direct contradiction of my binding contract with them.
  

  Furthermore, they direct me to "********** *************" which is the very service number listed in my contract for OnPoint's service (Page 1) and their Administrator's contact (Page 2). I have already used their provided channels:
  Formal dispute email to [email protected] on 05/01/2025 (which their chat agent on 05/20/2025 confirmed was 'received, escalated, and under review').
  Follow-up email on 05/28/2025, which they ignored past my 06/04/2025 deadline.
  Multiple chat sessions where their agents consistently provided misleading information and deflections.
  

  Their first BBB response (from 'Guardian Protection Products,' an OnPoint brand) also falsely claimed 'previously attempted contact.' This pattern of misrepresentation and avoidance is unacceptable.
  

  I require OnPoint Warranty Solutions LLC to:

  Approve and authorize repair of my dishwasher's worn-out door springs at no cost, per contract.
  Provide formal written communication acknowledging their improper denial and lack of direct, timely communication in resolving this dispute.

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

  

  Business Response

  Date: 06/23/2025

  Guardian Protection Products has researched the complaint filed by ****** ******** and previously attempted to make contact. We will be attempting contact with the consumer again in order to work towards a resolution of the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

  Customer Answer

  Date: 06/23/2025

  Complaint: ********
  
  
  I am rejecting this response because:
  The business's response is UNSATISFACTORY and is the exact same generic, misleading message received previously. This shows deliberate failure by OnPoint Warranty Solutions LLC (Obligor of contract #90008665, whose brand Guardian Protection Products is) to address my complaint.
  ·       Their claim "previously attempted contact" is false and disingenuous. I received NO direct, formal communication (no emails or letters to my provided contact information) from OnPoint or affiliated entities since my 05/01/2025 formal dispute email. My 06/04/2025 deadline passed without any contact.
  ·       They consistently fail to address the core issue: my claim (FILE# 88119045) was denied but NOT for a listed exclusion in my specific contract 
  ·       Their own technician's report confirmed the issue: "Door springs are worn out and need to be replaced" – a clearly covered mechanical breakdown.
  ·       They also falsely claim "we do not administer ********** products," despite my contract naming OnPoint as the Obligor and ********** as their delegated Administrator.
  This repetitive, evasive behavior by OnPoint Warranty Solutions LLC, including misrepresentation and avoidance, is a clear pattern of unfair business practices, breach of contract, and failure to act in good faith. 
  Since OnPoint is unwilling to resolve this via BBB, I am actively pursuing formal complaints with the California Department of Consumer Affairs (DCA), who regulates service contracts.
  My expected resolution remains:
  1.     Immediate approval and authorization for repair of my dishwasher's worn-out door springs, at no cost, as per Contract #90008665.
  2.     Formal written communication from OnPoint Warranty Solutions LLC acknowledging their improper denial and consistent lack of direct, timely communication in handling this claim.

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

• Initial Complaint

  Date:05/29/2025

  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.

  From the day we bought the freezer, it was defective. The door would not close causing ice build up around the frame. We bought it 4/4/25. We first called 5/1/25 for a repair. Technician came out and says it needs a new door. Door arrived 5/16/25. We had an appointment on5/16, 5/19, 5/21, 5/22, 5/23, 5/27 and 5/28 and nobody ever showed. We called during the day on most if not all of these days and was assured a technician was on the way. We still have a freezer with ice buildup, the possibility of spoiled food, and a high electric bill due to not receiving timely warranty service.

  

  Business Response

  Date: 06/03/2025

  We understand your frustration and apologize for the ongoing issues with your Freezer. Please note that we do not administer ********** products, but we will forward your information to them for further review. 
  For direct assistance, we recommend reaching out to ********** ************.  

  Customer Answer

  Date: 06/07/2025

  
  
  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:04/15/2025

  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 placed a service request with OnPoint Warranty Solutions LLC on March 12, 2025 regarding a non-working dehumidifier. The unit is under an extended warranty contract until 11/10/2029. I received a reference number ******** for this request and was told it will be processed in 7 to 10 business days,
  
  I haven't received any updates regarding this service request. I called the toll-free number ###-###-#### a few times and was promised I would hear from them soon. I spoke to a customer service manager on 03/27/25 at 2:50PM and was told I would receive a call from the back office in 24 hours regarding this case. I didn't receive any phone call or email so far.
  
  I would like to request assistance from BBS to resolve this issue.
  
  Regards,
  **** ****

  

  Business Response

  Date: 04/15/2025

  We understand your frustration and apologize for the ongoing issues with your stove. Please note that we do not administer Electrolux products, but we will forward your information to them for further review. 
  For direct assistance, we recommend reaching out to Electrolux 866-386-5286. 
  

  Customer Answer

  Date: 04/17/2025

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

  I called the number provided 866 386-5286 several times. Attached is the screen shot of the calls from my phone. Each time a customer service rep informed me that she could not talked to the back office but sent them email requesting to provide me an update. I never got any updates. The last time I called on March 27 and requested to speak with a manager, she promised that I would receive a call from the back office in 24 hours and told me to watch for the call.  It didn't happen. It has been more than a month now without an update from OnPoint Warranty Solutions LLC.

  The contract was issued by OnPoint Warranty Solutions LLC so they should be the one responsible for the repairs or replacement. They can contact Electrolux and provide me an update.
  
  
  
  Sincerely,
  **** ****

  

  Business Response

  Date: 04/21/2025

  Guardian Protection Products has researched the complaint filed by **** **** and previously attempted to make contact. We will be attempting contact with the consumer again in order to work towards a resolution of the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

  Customer Answer

  Date: 04/24/2025

  
  
  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. Frigidaire has sent me a form to fill out on April 21st for the replacement. I filled out the form and emailed it back to Frigidaire on April 22nd. I am waiting from Frigidaire to repair or replace the humidifier. This complaint against OnPoint Warranty Solutions LLC is resolved at this time.

  Thank you for your assistance.
  
  
  
  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.