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:06/06/2024

  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.

  On May 11, 2024, we contacted Onpoint Warranty to handle a claim on our ********** oven which caught fire.
  
  It took two weeks to get a technician to our home to view the oven and we, the customer had to contact the technician rather than Onpoint doing it. The first technician they contacted was not a legitimate business and we had to seek out our own technician to evaluate the oven.
  
  A technician came on May 23, evaluated the oven and determined it was broken beyond repair. The technician submitted notes to Onpoint three times, Onpoint did not accept the notes submitted until May 30. On May 30, additional photos were requested by Onpoint and submitted via email. On May 31st, Onpoint stated that within 72 hours we would know the next step regarding our new oven and that they had escalated the claim.
  
  On June 4 additional photos of the damage to our oven were requested and submitted via email on June 5.
  
  On June 5, I requested to speak to a manager or be given a phone number to call only to be told that the customer service representative couldn't do that and a manager would call me. Onpoint again stated they would escalate the claim.
  
  The slow speed at which this claim is being processed is unacceptable. The fact that we were assigned a nonexistent service provider and had to ultimately find our own technician to service our range is unacceptable. Our ********** oven was very expensive and it has been three and a half weeks since it broke and we aren't close to having a replacement.

  

  Business Response

  Date: 06/10/2024

  Hello,
  
  The ********** team will contact the customer soon to discuss a product replacement. Thank you for keeping us aware of concerns brought to your attention by our customers.

  Customer Answer

  Date: 06/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I will not accept their response until the issue has been completely resolved and I have a working oven in my home. Monday, 6/10, the said I would be contacted soon by a dealer or distributor, but it is now Friday, 6/14, and I haven't heard from anyone. There are also outstanding details that have not been discussed for example the removal of our broken oven and paying for the gas to be hooked up to the new unit. 
  
  
  
  Sincerely,
  
  
  
  **** **** ********

  

  Business Response

  Date: 06/18/2024

  We have sent the RMA request to the Distributor/Dealer, you will need to reach out to them directly in regards to the replacement unit. 

  Customer Answer

  Date: 06/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The dealer had no record of the request for the new unit. I had to forward them the email Onpoint sent regarding the new unit and they had to call Onpoint to inquire about the request. I will not be satisfied with my service until I have a new ********** dual fuel range installated in my kitchen.
  
  Sincerely,
  
  
  
  **** **** ********

  

  Business Response

  Date: 07/01/2024

  We apologize that the information from the distributor has not been received. We have reached out to the distributor on your behalf to investigate the situation. We also recommend that the dealer contact the distributor directly.

  Customer Answer

  Date: 07/02/2024

  
  
  Complaint: 21805975
  
  
  
  I am rejecting this response because: I am still without an oven after 7 1/2 weeks. As stated previously, I will be satisfied with my service when my new replacement oven is installed in my kitchen.
  
  
  
  
  Sincerely,
  
  
  
  **** **** ********

  

  Business Response

  Date: 07/08/2024

  The distributor sent to you on June 25, 2024 regarding your replacement. For any further concerns please direct to East Coast Appliance who is handling your replacement.

• Initial Complaint

  Date:03/04/2024

  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 purchased the GE Profile - Opal 2.0 38-lb Portable Ice maker on April 22, 2023 for the total price of $674.09. After using this unit for a few months, it leaked all over my counter and ended up damaging my wood floor. I reached out to ** ********* *******/OnPoint Warranty Solutions LLC in early April of 2024 to repair/replace the unit under its one year warranty. I have sent 5 e-mails since that time and am unable to get them to respond to deal with this ice maker. Due to the clear lack of care for customers, I would like a refund for the unit instead of waiting months for any response or action by the OnPoint Warranty Solutions LLC.

  

  Business Response

  Date: 03/06/2024

  OnPoint Warranty no
  longer handles Opal claims. Please call ** ********** at ************** for
  further assistance.
  
  Return for Refund or
  Exchange
  If you purchased an Opal
  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 Opal
  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 **************.

  Customer Answer

  Date: 03/08/2024

  
  
  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:12/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am under a service contract ********** covering my ********** fridge. model ********** ****** *********
  
  which has stopped working... the technician came. and pretended there had been roaches over an electronic board that went bad because of it. Reached out to OnePoint Warranty which refused to pay for the repair and canceled immediately my full warranty without any more reason, and without refunding me for the warranty either.
  
  1/ The infestation claim is not correct
  2/ There is no proof the electronic board that went bad is caused by roaches
  3/ Nowhere in the contract there is mention of such a reason for voiding it,
  
  Such a response to void the coverage of a warranty is preposterous and basically makes any service contract not useful. since this reason can always be used to void it.
  
  I want this repair to be covered as it is covered by the service agreement.

  

  Business Response

  Date: 12/14/2023

  Thank you for contacting OnPoint Warranty.  We reached out to the warranty administrator, they advised the request is not covered by the terms and conditions applicable to the contract. We apologize for any inconvenience. 

  Customer Answer

  Date: 12/20/2023

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

  The defective electronic piece is totally part of the contract i paid for and goes until February 2024, (replacement and labor) and there is no reason do deny my claim. I have been charged for the fridge repair 460$... and this not including over 400$ of lost food, that should be also covered by the ********** contract.

  I am asking you to honor this contract or i will have to escalate it to the small claim court.

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

• Initial Complaint

  Date:11/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ********** fridge in March 2023, installed it in April 2023 and the fridge stopped working July 2023. ********** refuses to honor the warranty which gives a replacement after 3 services calls. The fridge has been taken apart 4 times by technicians. Details were sent to support in July, proof of purchase sent in September and the RMA was denied in September. The details were provided again to ********** instagram and new customer support (Onpoint warranty) in October. I have been without a refrigerator since July.

  

  Business Response

  Date: 11/07/2023

  Hello Our team is actively working with you, we have the proof of purchase we are awaiting the photo of the model and serial number to move forward with your request. Once received we will be able to assist with a resolution. We apologize for this inconvenience and look forward to serving you in the future.

  Customer Answer

  Date: 11/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the  proof of purchase was sent  via e-mail on Sept. 7, 2023 to **** *** *********, the previous Customer Care contractor for *********i.  OnPoint Warranty, as the new contractor, informed me that they didn’t receive all the files from their predecessor,  and it was their first day working on the contract. OnPoint Warranty requested that I resubmit the proof of purchase. The model number and serial number were shared on the phone with a rep., and the proof of purchase was submitted, simultaneously, to the rep via e-mail on Oct. 24. I received  another e-mail from OnPoint Warranty on Nov. 7 requesting I submit the information again.  I obliged and resubmitted the same information three times ( 9/7, 10/24, 11/7) for the same case. On Nov. 10, I received  a phone call from Customer Care/ OnPoint Warranty to resubmit a picture of the sticker in the refrigerator for the serial number.
  
  
  
  Sincerely,
  
  
  
  ******* *

  

  Business Response

  Date: 11/16/2023

  We received the photos you sent in and submitted your request for completion. Someone will reach out with the next steps soon. Thank you for your time and patience while we work to get this resolved for you.

  Customer Answer

  Date: 11/26/2023

  
  ********** ********
  
  
  
  I am rejecting this response because: Despite seeing the proof of purchase on three separate occasions (Sept. 7, Oct. 24, Nov. 7), I received an e-mail request for the proof of purchase on Nov. 22. I forwarded all e-mails with the proof of purchase for the fourth time on Nov.22 
  
  
  Sincerely,
  
  
  ******* *

  

  Business Response

  Date: 12/11/2023

  Hello, We have processed the Claim on our end, and sent the request to the Distributor. They are handling the Claim from here and will contact the consumer to move forward. Thank You 

• Initial Complaint

  Date:10/24/2023

  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 purchased a new **** Ice Maker from **** *** on 3/24/23 for $575.96.
  On August 15, 2023- the ice machine stopped working. We worked with this warranty company for the next 2 months back and forth to get a replacement as it is under warranty. We received a new unit 10/8. A few days later the unit that was sent to us was discovered to also be defective. It leaked water all over our floors. When inspecting the replacement unit. I found corroded parts and old wires- showing this replacement was not a new or in good condition machine. I have once again reached out to this support warranty center to get a replacement that is not defective. I reached out again on 10/12/23 and they asked for my serial number for the defective device. This information was provided on the same day and I have received no further communication about a replacement or refund. I have sent follow up emails
  With no reply. At this point I would prefer a new **** ice maker that is free of damage OR a refund of my
  Purchase price.

  

  Business Response

  Date: 10/24/2023

  We understand the replacement unit, covered under warranty, is experiencing issues. We regret to inform you we are no longer the designated administrators for your warranty. For further support, please reach out to **************.  We apologize for any inconvenience.

  Customer Answer

  Date: 10/27/2023

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

  
  

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

• Initial Complaint

  Date:09/27/2023

  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 purchased a ** ***l through ******* ****** for $500.00. I purchased Dec of 2022. It is broken and is still under warranty so I called ** to **t a replacement. I spent 3 weeks going back and forth about "testing" to make sure it is broken. I had to take apart. After 3 weeks, they agreed to send a new one. They took a $300.00 deposit on my card-"to make sure I returned broken one".
  They said ***** would reach out to take care of it. Never happened. I am a month in. Now, ** Electric says that we cannot reach On Point Warranty via phone but knows they will call back. ** is responsible along with On Point. No new ice maker, broken old one and a 300 hold on my credit card.

  

  Business Response

  Date: 09/28/2023

  The customer will receive a new unit and the tracking for that is as follows* ************* Thank you for keeping us aware of concerns brought to your attention by our customers

  Customer Answer

  Date: 09/30/2023

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

  
  

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

• Initial Complaint

  Date:09/25/2023

  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.

  A ********** refrigerator was purchased august 2022. Freezer began making a loud noise middle of august 2023 before manufacture warranty expired. Knowing that problems were starting , when I received an email from this company which I thought was ********** I agreed to purchased this extended warranty which started 9-1-23 The appliance was purchased for an elderly neighbor who doesn’t do computer anything. I 1st reported problem approximately 8-12-23 with repairman coming 8-25-23. Repairman said had to order a new part about 9-5-23 supposedly fixed. Two days later noise again, Called ********** which goes to on point warranty on 9-11-23 explained not fixed was told would refer to another repair company, Retreat repair, who would call me back by 9-15-23. No call, called back 9-15-23 late in day said would refer again. On 9-18-23 I again called on hold 35 minutes and I hung up. Called the original repair company told them my situation who said they would come back but only with me getting authorization code from **********. Called ********** again did reach rep who said referral was never made because there was no other repair co. In my area but did give me auth number that I had to call the original repair who came back out today, 9-21-23. Again part has to be ordered. This has been over a month, elderly lady who is kept up at night by the noise, but doesn’t like to complain-please see why we can’t get this fixed or replaced. Thank you —-certification/contract number ********** serial number of appliance **********

  

  Business Response

  Date: 09/27/2023

  Thank you for taking the time to let us know your concern. Unfortunately, our team is not responsible for the Claim on your Freezer. We have sent the information you provided in this complaint to the correct party that is handling this Claim.

  Customer Answer

  Date: 09/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Nothing has been resolved, this particular location for on point warranty not handling this claim and it has been forwarded to the correct location. Does a new complaint have to be filed? Will we not continue with this complaint until completion?

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

  

  Business Response

  Date: 10/06/2023

  We have reached out to the warranty department handling this Claim and they have advised the service provider will contact the consumer once the part is received for scheduling. 

  Customer Answer

  Date: 10/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: repairman has been to residence 5 times already and is scheduled to come back 10-10-23 to try another replacement part. Problem has not been fixed. The repair company is prompt in responding to our calls but the problem still exists. Nothing has changed.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Customer Answer

  Date: 10/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am rejecting this response because: repairman has been to residence 5 times already and is scheduled to come back 10-10-23 to try another replacement part. Problem has not been fixed. The repair company is prompt in responding to our calls but the problem still exists. Nothing has changed.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  All information needed is included in the attached letter that was sent to the business

  

  Business Response

  Date: 09/11/2023

  Hello,
  
  This complaint belongs to another organization and we have provided the details to the consumer. 
  
  Thank you

  Customer Answer

  Date: 09/18/2023

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

  

  Business Response

  Date: 09/21/2023

  We apologize for any inconvenience, However we are bound by the Terms and Conditions applicable to your contract. Mold is not covered within the terms of the warranty. We are unable to reimburse the cost of the part/repair.

• Initial Complaint

  Date:08/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to get my GE Opal Ice Maker 2.0 repaired under the one-year warranty and was given the excuse that I did not purchase from an authorized dealer. This product was purchased through ******, and there is no way of determining who an 'authorized dealer' is, or that it was ever a requirment to get service. The product manual states: "If the ice maker fails due to a defect in materials or workmanship, during the limited one-year warranty, GE Appliances will either replace your product with a new or remanufactured product, or refund the purchase price of the product at GE Appliances sole discretion." No where in the manual does it mention anything about an 'authorized dealer'. The people at their warranty company use this as a lame excuse to refuse to service the products they are obligated to support .

  

  Business Response

  Date: 08/22/2023

  GE Appliances provides a limited one-year warranty against product failures due to defects in materials and/or workmanship when products are purchased through an authorized dealer. The proof of purchase the consumer provided confirms the product was not purchased through an authorized dealer, therefore cannot be covered under warranty. The consumer purchased through a 3rd party dealer called ***** via the ****** marketplace.
  
  We recommended reaching out to the reseller for any further resolution beyond our troubleshooting steps.

  Customer Answer

  Date: 08/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: No where in the Product Manual does it state anything about an Authorized Dealer. To quote the manual: "If the ice machine fails due to a defect in materials or workmanship, during the limited one-year warranty, GE Appliances will either replace your product with a new or remanufactured product, or refund the purchase price of the product at GE Appliances sole discretion." No where does this mention anything about what source the machine was procured from. This response is parroting the orignal response given by the customer service representative and is an insufficient response to my problem.
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Opal Icemaker 2.0 (for $649.00 from GE) and experienced issues within the warranty period. I was sent a replacement machine that I was charged $300 for and within the last year have again experienced issues with it making ice. The machine gets very hot and will not make ice. I read online that this is an engineering issue and a known issue in which the unit does not get enough airflow. So I decided to remove the back cover and clean the evaporator coils. After doing so the machine began making ice, but at a slower pace. I placed a fan on the left side of the unit blowing into the air intake and experienced much better results. I contacted GE's support department from which I was told the unit was out of warranty. I then asked that they review my claim because I had been experiencing the issue while under warranty, but was trying to troubleshoot and resolve it without having to deal with OnPoint warranty (due to their horrible customer service turnaround time). I eventually realized the unit could not be repaired by me as it began to form a white solid substance at the base of the machine (seems it was liquid that leaked out and solidified). I am now being held hostage by the warranty company because they want $250 upfront to ATTEMPT to fix the machine and if they cannot they will scrap it. I asked if I could get a replacement if it could not be repaired and they said no. This should not be the case for a $600+ appliance.

  

  Business Response

  Date: 08/24/2023

  Our team has reached out and resolved the issue with the consumer. We are working with the manufacturer in providing a refund to the consumer. We want to provide customers with an excellent experience with our support team and hope this is resolved quickly.