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:04/03/2025

  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 Frigidaire Dehumidifier from BJ's Warehouse for $199 on May 2, 2023. I was offered and accepted a Warranty from "One Point Warranty Solutions" via an email that was sent to me, and it became effective July 28, 2024 for $63.96 (5 year Warranty). In January of 2025 my dehumidifier stopped working and I called [866-386-5286] to report my issue (as per the instructions provided in the Warranty document). I was told my issue required my product to be replaced(not repairable) which I'm also told that a replacement was approved since January 16, 2025. I have since called this phone number 3 times in March (4th, 17th & 31st) asking for an update to my claim. Each call is roughly an hour of my time. Each time I'm told the replacement was approved in January but, they could not provide any further information. Each time the Representative indicated that they were escalating my problem to "The Back Office" and someone would be in touch with me shortly. To date no one has ever contacted me from this Company since I reported my claim. I've asked to speak with a supervisor each call I've made, and I am always told no one is available. It appears to be a script to say they will elevate to "The Back Office" because each Representative I've spoken to says the same thing. I need my replacement product shipped ASAP and open communication from OnePoint in order to provide updates and details on the delivery of the replacement dehumidifier. I have fulfilled my side of this warranty, and I expect OnePoint to fulfill their side.

  

  Business Response

  Date: 04/04/2025

  On Point Warranty 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. 

  Customer Answer

  Date: 04/08/2025

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

  "One Point Warranty 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." This answer provides zero guarantee that the company will in fact contact me. Their lack of contacting me is why this complaint was filed in the first place. The last three communications I had with this company I was told this exact answer - Someone from the "Back Office" will be in touch with me shortly. This is what I was told on March 4th, 17th & 31st of 2025. As of the writing of this response I have yet to be contacted by this company. Not sure why they need to work toward a resolution when I've been told they already approved a replacement dehumidifier effective January 16th, 2025. They need to have the "approved replacement dehumidifier" shipped to me ASAP. Not sure there is anything here that is stopping their fulfillment of the Warranty other than they're not sending me the replacement dehumidifier. As I've said, I have received no contact (zero) from this company regarding getting this resolved. All contact has been initiated by me and each time I have been stuck on the phone for between a half hour to an hour with ultimately no resolution. I cannot agree to a resolution that states they will be contacting me when they have had months to do so and have not yet to reach out to me in any manner. The only email I received from them was only sent because I pushed the representative I was speaking to on the phone for some kind of documentation because I was receiving nothing from this company. I need to be contacted by this company & the dehumidifier shipped. Very easy resolution is they actually would do what they fulfill the Warranty.   
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 04/11/2025

  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: 04/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: their answer references that they have tried to reach ***** ******? That’s not even me. No one from Frigidaire or OnePoint Warranty Solutions has tried to reach out to me at all. This issue has been going on since they approved my replacement dehumidifier back on January 16th. We are now almost 3 months later and no one has attempted to contact me. I’ve been told now several times (based on my contacting them) that someone would be getting in touch with me. Never happened. They have my phone number & email - no contact. BBB has contacted me at least 2 times recently in which I’ve responded almost immediately. If they would just send the replacement dehumidifier which has already been approved by them  this nonsense would be done. From where I sit, the lack of contact to me from them and their lack of any follow through to me is simply a delay tactic on their part. Looks to me like they have zero intention of fulfilling their obligations based on the Warranty I purchased.
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  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: 04/16/2025

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

  Does anyone read these responses "From Business" in relation to my complaint? This response states, "apologize for the ongoing issues with your STOVE". My issue is with a Frigidaire DEHUMIDIFIER. Then it goes on to state that "we do not administer Electrolux products"? As I've stated I have a Frigidaire Dehumidifier. I followed the procedure clearly stated within the warranty I purchased and called the phone number listed in the Warranty. The Warranty has the name OnePoint Warranty Solutions, LLC as the issuing company of the Warranty. After complaining to the representative on the phone I received an email from "Customer Service @ Frigidaire.com". I have been verbally told my replacement dehumidifier was approved back on January 16, 2025. I have complained about the communication from this company. The last 2 responses from this company to my complaint were (1) stated that my name was "**** *********" who I am not. So, if they are tying a complaint to a individual's name, they are not even looking at the right complaint. (2) this latest response talks about "my Electrolux Stove" which has nothing to do with me or "my Frigidaire Dehumidifier". This entire process is ridiculous. This communication is horrible and not even close to addressing MY problem. What a waste of time for all of us caught in the vortex. I am simply looking for the FRIDGIAIRE DEHUMIDIFIER replacement that was APPROVED on JANUARY 16, 2025, to be delivered to me ASAP. It's a pretty simple and easy request to answer. Where is the DEHUMIDIFIER and when will it be DELIVERED? I sincerely hope that the next response I receive in regard to my BBB Complaint actually gets my name accurately (**** ********) and actually addresses the product I am looking to be replaced (FRIGIDAIRE DEHUMIDIFIER).     

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

  Customer Answer

  Date: 04/23/2025

  
  
  

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

  Does anyone read these responses "From Business" in relation to my complaint? This response states, "apologize for the ongoing issues with your STOVE". My issue is with a Frigidaire DEHUMIDIFIER. Then it goes on to state that "we do not administer Electrolux products"? As I've stated I have a Frigidaire Dehumidifier. I followed the procedure clearly stated within the warranty I purchased and called the phone number listed in the Warranty. The Warranty has the name OnePoint Warranty Solutions, LLC as the issuing company of the Warranty. After complaining to the representative on the phone I received an email from "Customer Service @ Frigidaire.com". I have been verbally told my replacement dehumidifier was approved back on January 16, 2025. I have complained about the communication from this company. The last 2 responses from this company to my complaint were (1) stated that my name was "**** *********" who I am not. So, if they are tying a complaint to a individual's name, they are not even looking at the right complaint. (2) this latest response talks about "my Electrolux Stove" which has nothing to do with me or "my Frigidaire Dehumidifier". This entire process is ridiculous. This communication is horrible and not even close to addressing MY problem. What a waste of time for all of us caught in the vortex. I am simply looking for the FRIDGIAIRE DEHUMIDIFIER replacement that was APPROVED on JANUARY 16, 2025, to be delivered to me ASAP. It's a pretty simple and easy request to answer. Where is the DEHUMIDIFIER and when will it be DELIVERED? I sincerely hope that the next response I receive in regard to my BBB Complaint actually gets my name accurately (**** ********) and actually addresses the product I am looking to be replaced (FRIGIDAIRE DEHUMIDIFIER).     

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

  

  Business Response

  Date: 04/23/2025

  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 866-386-5286.  

  Customer Answer

  Date: 04/23/2025

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

  As I stated in my original complaint to BBB, I called the phone
  number within the Warranty document I was provided. That document was provided
  to me by OnePoint Warranty Solutions, LLC. One of the representatives from that
  phone number (866-386-5286) told me that my replacement Dehumidifier was
  approved effective Jan 16, 2025. The phone number listed within this latest
  "Message From Business" is telling me to call Electrolux at the same
  number I originally called (866-386-5286). That phone number is a black hole.
  All contact has been from me to them. Wasted hours of my time. The Warranty supplied to me shows OnePoint Warranty Solutions,
  LLC as the issuer, Based on research OnePoint Warranty Solutions, LLC and
  Electrolux are connected in business[OnPoint Warranty Solutions LLC is the
  company that underwrites Electrolux's service contract programs. Electrolux, in
  turn, administers the claims process for these contracts. Essentially, OnPoint provides financial
  backing for the warranty, while Electrolux manages the day-to-day service.]
  Ultimately, if OnePoint Warranty Solutions, LLC wants to hide behind they only provide
  financial backing then at this point should issue me a check so that I can go
  out and purchase a new dehumidifier. Not sure how the Company that is listed as the
  Warranty issuer can act as though fulfillment of the Warranty provisions is not
  their responsibility? That phone number
  (866-386-5286) is NOT at all helpful. BBB should try calling (866-386-5286). It takes forever before anyone
  answers & ultimately no help. Ask for a
  supervisor, never available. Call always ends in the "the Back
  Office" will be in touch. Never contacted. I'll ask you (BBB), how do
  you suggest getting the replacement dehumidifier in my hands? Many of the
  responses I've received don't even make any sense. I want input from BBB as to how this should proceed to get this
  resolved.

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

• Initial Complaint

  Date:03/27/2025

  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.

  Date purchased was 4/29/2024. GE **** icemaker makes a groaning noise that is audible 30 feet away. The manufacturer recommend maintenance has been performed monthly. In an abundance of caution only distilled water is used as to not introduce any hard water to delicate machinery. I've made multiple calls and met resistance and an in ending list of requests. I sent photos, videos and audio records and was told it has hard water build up which is impossible. I requested via email for escalation and again was told they would not escalate nor exchange the unit.

  

  Business Response

  Date: 03/28/2025

  OnPoint Warranty no longer handles **** claims. Please call ** ********** at ************** for further assistance. 
   
   
  Return for Refund or Exchange 
  If you purchased an **** Ice Maker from ***************** you may return it for any reason within 60 days of delivery and receive a refund. To request either a refund or exchange, please visit: 
  ******************************************************************************* 
   
   
  If you purchased an **** Ice Maker from any other retailer, and outside the retailer's return window, you can make a warranty claim for a replacement appliance up to one year from the date of purchase by calling 1-866-907-6718. 
  ** **********: Shop for Home, Kitchen, & Laundry Appliances 
  ** ********** is your home for the best kitchen appliances, home products, parts and accessories, and support. 

  Customer Answer

  Date: 03/31/2025

  
  
  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:03/17/2025

  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 is my 3rd stove in less than 2 years with this company. The same part continues to break OR is already broke before entering my home. I believe this company is well aware of the problem but yet keep selling this obvious Lemon of a product. I am seeking a full refund. I do not want any further replacement stoves, as I am well aware they are junk. The last replacement was received March 12th after fighting for 4 long months waiting on a part that never came. The problem with these stoves is the main PCB boards. The internal thermometer of the gas range. I have recently reached out to my lawyer and am prepared to contact the local news for the tri-state area to expose this. I have spent months, holidays with no stove. In fact the last stove was such junk that not only internally did the stove not work, but 5 out of 6 burners were broke as well-needing me to light a match to turn my pilot burners on. This is ridiculous on a product costing close to $5000! This is a lot of money for a product that just does not work. Also, because the stove temperature is off, it makes the meals you prepare unsafe to eat! Under cooking meats can give you food poisoning. Of course, you always need to check your meals but again- if it takes 2 to 3 times for the meal to get cooked, either way this is Completely unacceptable- my first 2 stoves were Frigidaire-this last replacement is ********** - all the SAME company and now I have realized - all with the exact same defect. The company needs to make a public recall on this - acknowledge this and fix the problem- but as for myself- 3 is enough and now I would just like my money back. The first model #**********- the last model # is **********

  

  Business Response

  Date: 03/18/2025

  We understand your frustration and apologize for the ongoing issues with your stove. 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: 03/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I believe you are part of the warrenty company pertaining to this range and the way this has been handled the past 2 years has been a nightmare. 3 stoves in 2 years is ridiculous. The repair companies you - the warrenty company has sent out to my home has been nothing more than an absolute joke. No communication. Rude, disrespectfuly service workers- never actually fixing the stove at all but fully collecting payment for repairing something which was not repairable. Now, I have a brand new replacement and on first meal.... it is broke. I have filed a complaint with ********** as well now. If your corporation has no ties to the ********** warranty, then i apologize for the inconvenience. But, your title is above the name on the extended warranty, which leads me to believe you are one in the same.
  
  
  
  Sincerely,
  
  
  
  ********* **********

  

  Business Response

  Date: 03/19/2025

  ********** will reach out to them directly, we do not administer the warranty and cannot assist.

• Initial Complaint

  Date:02/18/2025

  Type:Billing 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 need to file a complaint against these warrenty scammers. I bought a new hisense fridge from American frieight in Feb and I purchased the extended warrenty for 5 years. Since I bought the fridge it has cooling issues and we filed the claim in November. There is a technician came to my house to fix it but he couldn't able pull the fridge out just because it was heavy and he told me there is something wrong with the sensors so he said he gonna oder the parts and come back in 2 weeks . He came back after a month and he couldn't able to pull the fridge outs by himself just because it was heavy so he told me that he is going to come back next week to fix it and I have not got any response from him so far.
  
  
  I called the warrenty company recently and they said the 5 year warrenty is voided just because the bugs got inside the refrigerator.
  
  First of all we don't have any bugs there in our town house.
  
  2) he could not able able pull the fridge out to fix it and how does he know the bugs got inside the fridge.he didn't open the fridge from the back
  
  3) Even if the bugs got inside and messed up the board he was supposed let the company know during the first visit why did he come back to our house to fix it
  
  I also need the proof of pictures that he has taken
  
  I haven't even use the fridge for 8 months. It comes with manufacturing warenty and extended warrenty. The manufacturing warrenty expired in jan 2025.These warrenty people made me weight 3 months and I could claim the manufacturing warrenty
  
  
  I am ready to do an Inspection from a third company to prove that there is no bugs messed up the fridge but the warrenty people would be responsible for all my losses
  
  Chat history with technician. Is uploaded
  
  
  OnPoint Insurance Technology and Warranty Services

  

  Business Response

  Date: 02/18/2025

  Hello,
  
  Thank you for bringing this matter to our attention. We apologize for the inconvenience you’ve experienced.
  
  We take your concerns seriously, and we will review your complaint in detail. Someone will reach out to you to discuss the issue and work towards a resolution.

  Customer Answer

  Date: 02/20/2025

  
  
  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:01/30/2025

  Type:Product 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 bought an extended warranty from onpoint warranty solutions llc.For a dehumidifier.
  Effective date 7/11/24.I filed a claim oct. 2024.After dozens of calls , they keep promising me a replacement its been 4 months My claim # *** *** **.
  ,They initially said my model # was different. I called them on receipt of contract.They said the last 2 numbers were irrelevant.The serial # was most important.This company is a scam.Corporate #
  hangs up on you.

  

  Business Response

  Date: 02/03/2025

  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. 

  Customer Answer

  Date: 02/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I bought an extended warranty from onpoint warranty solutions llc for a dehumidifier. When I received the contract, I noticed the model#  was different ********** vs **********.I called to notify them, they said its ok as long as the serial# was correct,the letter had to do with the hose. When I filed a claim they gave me the round around for 4 months, 3-7 days the product will be delivered to you.After contacting BBB a resolution service contacted me.It was a joke she said would call me.never did. They did not respond to my e-mails.BUYER BEWARE.On there claim form that you have to sign gives them the choice to return your insurance cost.What a scam

   

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

  

  Business Response

  Date: 02/11/2025

  We have forwarded your information to **********, someone will reach out to you soon.
  
  

  Customer Answer

  Date: 02/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They said they would call me for 4 months.Still no contact.
  
  
  
  Sincerely,
  
  
  
  **** *****

  Customer Answer

  Date: 02/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They said they would call me for 4 months.Still no contact.
  
  Sincerely,
  
  **** *****
  

  

  Business Response

  Date: 02/18/2025

  Hello,
  
  Thank you for your reply. We have escalated this matter to ********** management for further review.

  Customer Answer

  Date: 02/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They called once and left a call back number.After calling for days and leaving voice messages,I received no responses.This is going on for 5 months.
  
  
  
  Sincerely,
  
  
  
  **** *****

  Customer Answer

  Date: 02/27/2025

  
  
  
  
  Complaint: ********
  
  I am rejecting this response because: They called once and left a call back number.After calling for days and leaving voice messages,I received no responses.This is going on for 5 months.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 03/03/2025

  Hello,
  
  Thank you for your reply. We have escalated this matter to ********** management for further review.

  Customer Answer

  Date: 03/10/2025

  
  
  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:01/02/2025

  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 am writing to formally file a complaint against OnPoint Warranty Solutions, LLC regarding their refusal to fulfill the terms of the extended warranty I purchased for my sectional sofa from *********. The defect in the sofa significantly impacts its usability, and their failure to provide a resolution has left me with an unusable product despite my investment in both the furniture and the extended warranty.
  
  Details of the Complaint:
  1. Product and Warranty Purchase:
  - I purchased a high-end sectional sofa from ********* on April 3, 2020, with the understanding and assurance that the product would be protected by an extended warranty. The warranty was sold and administered by OnPoint Warranty.
  
  2. Defect in Product:
  - The sofa has developed a defect that renders it significantly unusable. I promptly contacted OnPoint Warranty Solutions, LLC to file a claim, expecting either repair or replacement under the warranty’s terms.
  
  3. Denial of Proper Resolution:
  - OnPoint Warranty Solutions, LLC has informed me that they cannot repair or replace the sofa. Instead, they have offered to refund only the cost of the warranty. This offer does not compensate for the defective product and the substantial inconvenience caused.
  
  4. Impact of the Issue:
  - Had I known the warranty would not cover such defects, I would not have made the purchase. The defect has significantly reduced the sofa’s usability and value, and the warranty’s failure to address the issue has left me without a resolution.
  
  Resolution Requested:
  Given the circumstances, I request the following:
  - A full refund of the purchase price of the sectional sofa in the amount of $3,049.96 as well as a full refund of the purchase price of the Extended Warranty in the amount of $313.35 to compensate for the defect and the inability of OnPoint Warranty Solutions, LLC to honor their obligations under the warranty. Total refund is $3,363.31

  

  Business Response

  Date: 01/02/2025

  OnPoint Warranty Services 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.

  Customer Answer

  Date: 01/02/2025

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

  The business made false claims to resolve this matter several weeks ago but nothing materialized. Communication has been insufficient with further delays and no evidence to expedite the resolution of this matter. 
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 01/17/2025

  On Point Warranty 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.

• Initial Complaint

  Date:08/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a extended Service contract on a ********** portable Heat/AC unit, 12/13/2013 I filed a claim on the unit, after many phone calls and filling paperwork with them, they shipped a new unit out to my home on 1-16-2024. On 1-19-2024 my new unit was delivered, the box was not in the best of condition, and it was on it was laying on it side in the *** truck. I wait a few days with it in the upright position. I started the unit up and it was working ok, till i noticed water running out of on the floor. With further investigation, I found that the lower drain port was broken off, I notified *** and they did their inspection and on 1-30-24 sent paperwork to Cebu, Philippines, With again many phone calls to onPoint Warranty, I just got the run around, On 2-13-24 I started sending certified letters out, Sent on to *** in front royal va., and *** Atlanta Ga., **********, warehouse it was shipped from in Aberdeen Md., OnPoint warranty ********** and **********. The only one that got back in contact with me was ***, they stated they were waiting on the paperwork to be returned to them to follow thru on their end. I tried to call the warehouse in Aberdeen Md. with the number on the box and a number off the internet I found, No answer on both numbers. On 5-21-24 I called to checkup on the issue and was told the paperwork was sent to the wrong address, So I got the address they stated and passed it on to ***, they stated they would send new paperwork, To this day I have not heard or seen anything about replacing my unit. Warranty Ref# ********* *** tracking number ****************. I have also sent pictures toOnPoint warranty as they asked on 6-7-24. I would be happy with a refund or a replacement unit. The refund could come from *** or OnPoint warranty for the cost of the unit

  

  Business Response

  Date: 08/15/2024

  We apologize for your experience and understand your frustration. Unfortunately, we are not the administrators of your warranty and cannot handle your claim directly. We recommend contacting ********** for assistance with your warranty claim, their number is 866-386-5286. We will forward your information to them, and a member of their team will reach out to you shortly.

  Customer Answer

  Date: 08/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have talked to ********** time after time and have not got any solution to my problem with getting paid or replacement unit, I paid the extended warranty fee to OnPoint.  So after reading my complaint they should be able to see I have done what they are asking myself to do.   They may not administer the warranty, But they are excepting my money for the warranty.  So I feel they are responsible to seeing the warranty is withheld and give me assistance with getting my problem solved.            
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 08/27/2024

  We apologize for the ongoing issues, We understand how frustrating this situation must be. Your concerns have been escalated to ********** management.

  Customer Answer

  Date: 09/11/2024

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

  I would just like to let you know on my claim with Onpoint and **********, I have not heard a word from them thru Phone call or email.   

  Not sure if you would like to follow-up with them or not.

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

  

  Business Response

  Date: 09/13/2024

  We sincerely apologize for the ongoing issues, and understand how frustrating this situation must be.  We have reached out to ********** management in an attempt to escalate this matter on your behalf. 

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Per my extended insurance company, OnPoint Warranty Solutions LLC, on June 11, 2024 we were first contacted by a repair company **** ********** to fix our washer. After ordering parts and making three trips to our house. They told us (on or about June 29, 2024) to get another company because it was now a two man job. ** ********* was then assigned to fix our washer. Their technicians replaced all the internal parts of the washer and on August 8, 2024 deemed the washer unrepairable. It took only two months to arrive at that conclusion. OnPoint is waiting for the report from ** ********* to officially declare us entitled to a new washer. This will take another 5 to 10 business days after the receipt of the report. I think my wife and I have been more than patient with their tedious process. Is there a way to accelerate it and get us a new washer much sooner. We are very tired of the inconvenient process of taking our wash to another location. Please help!

  Customer Answer

  Date: 08/13/2024

  Thank you for your quick response to our filed complaint with ONPoint Warranty Solutions. On 8-12-24, I spoke with a representative of OnPoint and she told me that they had not received the report from ** ********* deeming our washer unrepairable. ** ********* told me that they had sent it. The left hand and the right hand at OnPoint don't speak to each other in a timely manner. Before we can get a new washer, an ********** Technician needs to check out our washer. He is scheduled to come to our house tomorrow 8-14-24. This will be the third technician to come to our home. Then we wait again! What a test of our patience! 

   

  I forgot to mention in our complaint that the technicians from ** ********* left all the old parts, pallet and boxes in my garage for us to discard. They said that they didn't have room in their trucks for them. ** ********* expected two 70 year old people to move an inner drum and outer shell plus the other components to the curb for trash collection. Maybe OnPoint should use other repair companies.

  

  Business Response

  Date: 08/15/2024

  We apologize for your experience and understand your frustration. Unfortunately, we are not the administrators of your warranty and cannot handle your claim directly. We recommend contacting ********** for assistance with your warranty claim, their number is ************. We will forward your information to them, and a member of their team will reach out to you shortly.

  Customer Answer

  Date: 08/17/2024

  
  
  Complaint: ********
   
  
  I am rejecting this response because: My wife and I spoke with a represntative at the phone number in their response. We were told that the ********** repairman had to reinstall a computer part and see if that fixes the washer. The supervisor refused to speak with us and sent that message through the representative. How disrepective of that person! They will probably try to replace all the parts before giving us a new washer. What a waste of good time and money! We are totally disgusted with their solution to our problem and the lack of respect they have for their customers!
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 08/26/2024

  We apologize for your experience and understand your frustration, We will forward your response to the administrator of your warranty. 

  Customer Answer

  Date: 08/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Please see the attached note above.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty on my washing machine from ********** on 4/29/2024. The warranty is issued by OnPoint Warranty Solutions LLC. I called for service on my washing machine on 7/9/24 and they schedule ****** ********* *** from Mine Hill, NJ to service our washing machine. ****** ********* arrived on 7/11/24 and determined that parts were needed to fix my machine. The following day, ****** emailed me to state that they didn't have the parts in stock and because they exceeded $500 I should ask ********** to order the parts. On 7/17, I called On Point the warranty provider for ********** to request that the parts be ordered. I was told that I would receive a call back when the parts were located and that they would coordinate with ******. None of these steps occurred, so I called OnPoint back two more times and spoke with a customer service rep. who wanted me to repeat the parts list and gave me a different response on how my my washing machine would be fixed while no proof of any action on their part was given. These phone class in total lasted around 4 hours of my time. I called ****** to see if they could help, but they haven't been able to reach **********. Finally, I called On Point back and requested a supervisor. ****, the supervisor indicated that he would order the parts and if the backordered part couldn't be obtained after numerous steps and a waiting period, I would receive a new washing machine. Yesterday, I received the 10 screws and bolts which were the cheapest and least technical parts required for my repair. None of the critical and difficult to source parts from ********** arrived. I haven't received any updates, or evidence that my warranty claim is under any kind of credible review process. Currently, it seems that I have wasted money on a warranty and that ****** ********* will likely receive payment for briefly looking at my machine. The lack of clear communication, transparency and honesty from all companies is deplorable.

  

  Business Response

  Date: 08/06/2024

  Thank you for reaching out and sharing your experience. We apologize for the inconvenience you've encountered and understand your frustration with the situation.
  It appears that there has been a miscommunication regarding the handling of your warranty claim. While OnPoint Warranty Solutions LLC issued the warranty, we do not directly manage the claims process. For this reason, you will need to contact ********** directly for further assistance. We have forwarded your information and concerns to **********, and they should contact you soon to address the issue and provide the necessary support. We apologize for any confusion and inconvenience caused by this process. 

  Customer Answer

  Date: 08/14/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ****** ******
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased as extended warranty service plan effective 10/12/23 on my ********** Dryer. My certificate number was **********. I called last week asking for service on the dryer because of a loud noise it was making. I was told a service contractor would come today 7/16/24 and given a confirmation number of ********. When I didn't hear from them I called to confirm the appointment and was told they did not provide service for this plan, I should call OnPoint. When I did, after a considerable wait I was told that service was being arranged for 7/22. When I asked who the provider would be, I was not given a name, but told "the back office" was working with a service provider in GEORGIA to take care of my dryer in COLORADO. I asked how this could possibly work, I was told I would just have to wait until 7/22/24 to see what they could arrange. When I told the agent on the phone I felt I should get a refund of the $88.99 I had paid for the plan if they had no service providers in my area, he immediately cancelled the plan, only then informed me I would be getting a PRORATED refund. I feel this is not right since they obviously can't honor my plan and should be responsible for a full refund. I should add I have not had any service provided under the agreement to date. I feel they have misrepresented their ability to provide the services I paid for.

  

  Business Response

  Date: 07/19/2024

  We have forwarded your information to **********, someone will reach out to you soon.

  Customer Answer

  Date: 07/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have had no contact from ********** and have not received any refund

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

  

  Business Response

  Date: 08/01/2024

  You will need to reach out to ********** directly in regards to your refund, their number is ************

  Customer Answer

  Date: 08/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I tried calling the ********** phone number provided and was on hold for over an hour. Next, I called the number but selected the "Chat" option and was told there was a more than 10 minute wait time....that time has now exceeded 45 minutes. This response is of no help if the company does not deal with phone calls or even "chats" in any reasonable amount of time. I am more and more convinced their whole "extended service plan" is a scam with no services provided and no way to communicate or resolve any issues.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Customer Answer

  Date: 08/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I tried calling the ********** phone number provided and was on hold for over an hour. Next, I called the number but selected the "Chat" option and was told there was a more than 10 minute wait time....that time has now exceeded 45 minutes. This response is of no help if the company does not deal with phone calls or even "chats" in any reasonable amount of time. I am more and more convinced their whole "extended service plan" is a scam with no services provided and no way to communicate or resolve any issues.
  

  
  

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

  

  Business Response

  Date: 08/09/2024

  We apologize for any inconvenience and understand your frustration. We are committed to resolving this issue. Please confirm your preferred contact method so we can provide this to **********. 

  Customer Answer

  Date: 08/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I actually appreciate their response, but it seemed I would have to reject it to continue the correspondence. Per their request, I would like ********** to either respond to my email: *********************, or call my cell # *** *** ***1.  Thank you!
  
  
  
  Sincerely,
  
  
  
  **** ******

  Customer Answer

  Date: 08/14/2024

  
  
  Complaint: ********
  

  I am rejecting this response because: I actually appreciate their response, but it seemed I would have to reject it to continue the correspondence. Per their request, I would like ********** to either respond to my email: *********************, or call my cell # *** *** ***1.  Thank you!
  
  Sincerely,
  
  **** ******
  
  
  
  

  

  Business Response

  Date: 08/20/2024

  OnPoint Warranty Solutions has researched the complaint filed by **** ****** and previously attempted to make contact with her retailer. We will be attempting contact with the company 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: 08/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I actually do appreciate OnPoint's efforts to date. After their last communication, I did receive a voice mail from someone at ********** 2 days ago, but when I tried to return the call it was routed to someone who said they would have to request "home office staff" to call again. I am still waiting for that call. I would like to note that in the voice mail they stated I had received my refund, which I have NOT, and also that they had to service technicians available in my area...which renders the warranty useless, and I still feel that I should receive a full refund if I live somewhere they can't cover. (I also feel I should have a full refund for the plan on my washer as well)  Thank you for your follow up and assistance!
  
  
  
  Sincerely,
  
  
  
  **** ******

  Customer Answer

  Date: 08/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I actually do appreciate OnPoint's efforts to date. After their last communication, I did receive a voice mail from someone at ********** 2 days ago, but when I tried to return the call it was routed to someone who said they would have to request "home office staff" to call again. I am still waiting for that call. I would like to note that in the voice mail they stated I had received my refund, which I have NOT, and also that they had to service technicians available in my area...which renders the warranty useless, and I still feel that I should receive a full refund if I live somewhere they can't cover. (I also feel I should have a full refund for the plan on my washer as well)  Thank you for your follow up and assistance!
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 09/04/2024

  OnPoint Warranty 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: 09/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I appreciate that they respond to your inquiries, but have yet to be contacted by them. I can be reached by phone *** *** ***1, or email: *********************  

  Thank you!
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 09/10/2024

  We apologize for any inconvenience or frustration you may have experienced as a result of this delay. We have forwarded your information to ********** again and have reached out to our contact there for additional assistance. If you would like to reach out to ********** directly in regards to your refund request, their number is ************.   

  Customer Answer

  Date: 09/11/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. After all this time, I did finally get a response from ********** and actually receive a better percentage of refund, which had not happened previously. I appreciate the efforts of Better Business Bureau and OnPoint to eventually make this happen!
  
  
  
  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.