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:08/08/2023

  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.

  This is my second horrible experience with this company
  
  Process followed by me as the warrantee holder:
  1. Deductible paid
  2. Emergency status granted for me to get my own contractor because On Point was not able to secure one
  3. Estimate for work sent, On Point made no response to the effect it was too high, nor did they attempt to send out their own servicer to provide an estimate
  4. Work completed by the contractor I secured
  
  Reasons the proposed reimbursement of $1422.25 is not correct or sufficient:
  Aspen 3-ton Coil - $447.50
  This is the manufacturer cost to a distributor not what it cost a homeowner
  
  Break down of what my Warranty covers/what i was invoiced
  Refrigerant R 410A - 6lbs replaced at an invoiced price of $90 a pound
  Reimbursement only incudes the first 3 pound ($110 / 3 = $36.67 per pound)
  This is again the cost of refrigerant not what contractors charge for it.
  I have called 4 contractors in my area; all are charging between $80 and $90 per pound.
  
  It needs to be broken down into the below. First trip is when they refilled refrigerant, second trip was the coil install. I will have it from them shortly
  $100 trip fee (first trip) - Added 3.5lbs Refrigerant
  $125 Labor fee (first trip - Tech) One hour - Added 3.5lbs Refrigerant
  $100 trip fee (Second trip) Coil Replacement
  $250 Labor fee (Second Trip - Tech rate) two hours - Coil Replacement
  $120 Labor fee (Second Trip - helper rate) two hours - Coil Replacement
  Total Labor should be $695 he is only charging $625
  Total reimbursement should be $3,165 see below for details
  Coil replacement total cost
  Coil - $2150
  Labor/Helper Labor/Trip fee -$500
  Total - $2650
  Total Coverage capped at $2,500 for HVAC Repairs
  Refrigerant replacement total cost
  6lbs at $90 per pound - $540
  Labor/Trip fee -$125
  Total - $665
  Total coverage for refrigerant capped at $1000
  Total reimbursement to be paid per contract terms = $2500 + $665 = $3,165

  

  Business Response

  Date: 08/21/2023

  *** ******* has been approved for a reimbursement of $1,422.25 for covered HVAC repairs. *** ******* feels he is entitled to the full coverage amount of $2500. If there were additional, failed, covered components those cost would have been included in the payout of $1422.25 not to exceed $2500.00, In this case however, the parts that have failed, and the labor to rectify this, have a total of $1422.25.  We are currently awaiting acceptance for the payment of $1422.25. 

• Initial Complaint

  Date:07/17/2023

  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.

  Please see attached Word doc with full details including links to receipt, video demonstrating faulty product, and picture showing what was sent as a replacement unit. The document also details how support was helpful in the beginning but then all of the sudden refused to even communicate.
  
  Opal Ice Maker 2.0
  Date of purchase: March 11, 2023
  Date started with Opal Support unit: May 15, 2023
  Purchase price: $539.33
  
  *defective unit, became evident within a few short weeks
  *contacted support, paid $300 hold for shipment of replacement unit
  *replacement unit defective, disgustingly filthy with wifi faulty (acknowledged in person over the phone from support manager)
  *told would receive a 3rd unit, brand new this time
  *NEVER have received shipping information or in fact any communication since
  *I am left with a defective product and what appears to be an apathetic product support unit that refuses to do their job or follow through on their promises
  *best resolution for this is a full refund, the product just does not appear to perform as advertised, nor does the product support
  *I can submit every single email communication (33 in total) if needed
  *The support unit does not seem interested in any type of resolution. I even let them know I was going to have to choice other than to submit a complaint to the BBB. This was not even acknowledged by them. This could have been avoided completely if they did their job and provided customer service, and stood by their product

  

  Business Response

  Date: 07/24/2023

  *** *******, we do apologize for experience with your
  Opal Ice Maker and the replacement product you received. This will be addressed
  directly with the repair facility. As of this message we have shipped a product
  return box to your address, free of cost to you. Upon receipt of the ice maker
  in the repair facility, a refund will be provided to you directly. 
  Additionally we appreciate the feedback on your customer service experience. We
  strive every day to provide the best customer service experience possible, and
  your feedback will go a long way in that endeavor.
  
  We understand the box tracking number has been provided
  to you in separate conversations. If not, that tracking number is as follows:
  ************

  Customer Answer

  Date: 07/25/2023

  
  
  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:04/28/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased an Opal 2.0 machine on eBay. After setting it up and following the directions for use, the machine started to make noise. We looked into the manual, and it said it was normal for the first couple of days. It continued to make noise, and the ice then started to have an odd taste. I reached out to the company, emailed them and they told me to re-look over the manual and if that does not help, buy a cleaning kit. So, they offered no assistance with the unit which was only set up for 7 days at that point. I also stressed this to them when they emailed me. I have sent them an email since and never heard back. So I messaged again and asked if they would be assisting me with the unit and I still am ignored. As of today, I reached out to the seller who I purchased it from, they advised me to reach out to GE. Still no help at all. I think the unit has a defect, and the water taste is strange since we are using filtered water to fill the unit with ice. I also noted this when I reached out to GE as well. The noises continue, and the ice still occasionally has an odd taste to it, like a chlorine or chemical taste. The company needs to reach out to me and take care of this issue. I also looked online at other people who purchased this unit, and they mentioned various issues, however, they reached out to GE and GE does not like to offer help. This seems like I am in the same boat. If GE does not want to take care of the issue or offer a replacement, they need to give me my money back for what I paid for this unit and I will get another brand. So far, GE seems to be extremely negligent and careless in helping its own customers. The images included are for the extended protection plan I purchased, as well as the information for the entire order. I have also included the sticker on the back of the unit with the serial number, which is the same picture I sent to GE.

  

  Business Response

  Date: 04/28/2023

  After reviewing this customer's ticket, our team has concluded that this product was purchased from an unauthorized dealer and has purchased coverage from a different company. We have contacted the customer to let them know this and have directed them to the correct support team. Thank you for keeping us aware of concerns brought to your attention by our
  customers.
  

  Customer Answer

  Date: 04/28/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: In the manual, warranty card that comes with the unit, and on GE's own website, it does not say anything about this. When they first emailed me about what to do, they told me something completely different. Just to look at the manual to make sure it is set up right, and if that is not the case, then they told me to buy a cleaning kit for it. They NEVER told me this was not covered until I made a complaint since they did not respond to me. They advised me to reach out to the person I purchased it from, and they do not accept returns. The extended plan I got through Square Trade will not do anything for me until the manufacture's warranty is completed.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 05/08/2023

  Our team is reaching out to the customer again to direct them to the correct extended protection plan company. We want to provide customers with an excellent experience with our support team and hope this is resolved quickly for the customer. Thank you for keeping us aware of concerns brought to your attention by our customers. 

• Initial Complaint

  Date:04/26/2023

  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.

  Our furnace started blowing cold air so we contacted On Point, We were told if we had a service provider we prefer to use, to forward their contact info. We sent a quote from Barlow Heating for the repair.
  Then Amanda with On Point said they called Barlow and they do not work with warranty companies and that we could use them and file for reimbursement. NEVER once were we told that only a portion of the repair would be covered or any conditions. She said just send an itemized invoice from Barlow and they would reimburse. We had already sent in the estimate so we figured it was approved.
  
  We sent in the invoice and on April 10th received a text that they had received it and it was under review. Ten days went by with no contact so I reached out and was told they will finish the final determination of the claim and I received a voice mail later that day that they will only reimburse $589.37.
  
  We sent the estimate to On Point before even paying the deductible to make sure things were covered beforehand. We are on a fixed income and couldn't even afford the deductible for nothing.
  
  We had to borrow money to pay Barlow and were expecting to be reimbursed the full amount of the estimate sent before and were told we could use Barlow. This is ridiculous that it is this hard to get what we are owed. We have all the text messages to show where they didn't say there were any conditions to the reimbursement.
  
  We demand reimbursement in full $1,326.

  

  Business Response

  Date: 04/27/2023

  An estimated invoice was requested on April 6th and was not received nor able to be reviewed before the work was completed. Our support team concluded we are only able to pay $589.37 as we do not pay for markup prices on parts according to the terms and conditions. We understand the customer is very upset and want to give them the best possible experience through our customer support center. Our team is waiting to pay the reimbursement of $589.37 to the customer. 

  Customer Answer

  Date: 04/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this is absolutely not true. I have attached the text messages between myself and On Point when we first contacted them about the problem. You'll see on page 4 a copy of the estimate we received from Barlow after being told they were not a preferred provider. We were never told there were conditions, terms or that we would not be reimbursed for the full amount. We were told to go ahead and send the final invoice in when completed. 

  We demand to be reimbursed in full. 

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

  

  Business Response

  Date: 05/05/2023

  We understand the customer is very upset and we want to offer the best customer experience possible. Our records indicate that our team communicated to the customer that under their policy they are free to use their own Service Provider. It was also stated that if this route was chosen, our team would need an itemized estimate/invoice for services that are either going to be performed or were performed and it will be reviewed/processed according to the terms and conditions of their policy. As stated before, our support team concluded we are only able to reimburse $589.37, as we do not pay for markup prices on parts according to the terms and conditions. We would like to thank you for taking the time to voice your experience with OnPoint Warranty. 

  Customer Answer

  Date: 05/09/2023

  
  
  Complaint: ********
  
  
  As you can see with the text messages submitted we were NEVER told that the full amount would not be reimbursed. How do you even figure that the parts have a mark up? Your representative saw the estimate before we even had it fixed and we tried to use one of your service providers and were told they wouldn't work with a warranty company. If we were told this we would have pushed for you to send one of your people but she didn't tell us there would be a problem or that the terms didn't allow for reimbursement in full. We request full reimbursement due to the fact your employee approved the use of Barlow after seeing the full estimate. 
  
  If not, we request binding arbitration. 
  
  
  
  Sincerely,
  
  
  ******** *******

  

  Business Response

  Date: 05/19/2023

   OnPoint Warranty has researched the complaint filed by ******** ******* again. After another review our team concluded that the customer will receive a reimbursement of the full amount requested. Our team is processing this now. We apologize for the inconvenience. As always, thank you for keeping us aware of our customers concerns. 

  Customer Answer

  Date: 05/25/2023

  
  
  Complaint: 19982457
  
  
  
  I am rejecting this response because: I am rejecting this response because they said they would reimburse and when I sent them my Venmo information they said they were having an issue that their IT department had to resolve. I still have not received the reimbursement. 
  
  
  
  Sincerely,
  
  
  
  ******** *******

  

  Business Response

  Date: 05/31/2023

  OnPoint Warranty has contacted the consumer about this matter and has resolved the complaint. On May 23, 2023, our team told the customer their reimbursement would be mailed overnight to the address indicated by the customer. According to our records, the check cleared May 30, 2023. Thank you for keeping us aware of concerns brought to your attention by our customers.

• Initial Complaint

  Date:03/22/2023

  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.

  We purchased a recliner and purchased the extended warranty thru this company.
  I attempted to file a claim on 2/21/23 however the information on the paperwork didn't match any coverage information on the online claim form.
  I then attempted to call the company for 3 days. All 3 days I was on hold over 5 hours and requested a call back thru their IVR option. As of 3/22, I still have not received any call backs.
  I sent a request via their website to file a claim on 2/21 as well. Their auto response says I will be responded to in 3 business days. I got a response on 3/9 asking for a copy of the documentation. I sent it to them and got a 3 business day auto response message.
  On 3/20, I received an email advising what information I should be including on the claim request online. One of the items was nowhere on the documentation to be found.
  On 3/22, I attempted to file it, according to their instructions and got a notice stating that a claimant information could not be found and I still have not received a call back. I have sent yet another email to them telling them to file the claim for me and provide a claim#
  I need my chair fixed. This is unacceptable.
  Please have them open a claim to get a repair scheduled. If that cannot be done, then please have them request an exchange of chairs.

  

  Business Response

  Date: 03/23/2023

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

• Initial Complaint

  Date:03/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 22,2022, I ordered the GE Profile Opal 2.0 Black Stainless Steel Nugget Ice macher (SKU 550-524); picked it up on 3/27/2022 from Crate and Barrel. On January 23,2024 the ice maker stopped working and I reached out to the warranty company. they sent a replacement unit (received on 2/27/2023) THAT IS NOT WHAT I ORDERED AND IT WAS REFUBRISHED (stainless steel instead of the black stainless steel) as soon as i realized this (same day as receipt), i contacted the warranty company to let them know that I paid MORE for the black unit and i want a black replacement. TO THIS DATE I AM BEING TOLD THAT I WILL HAVE TO SPEAK WITH MGMT BUT NOBODY HAS CALLED ME. I have called everyday since realizing that I do not have the unit that I paid for. Additionally, when I set up the replacement unit, it sounds like an old car whose engine is about to quit so I unplugged the unit (and yes I did tell them of the defective unit). Since my original unit was not even a year old, i would like a new black stainless steel unit or a full refund

  

  Business Response

  Date: 03/13/2023

  We would like to
  thank you for taking the time to voice your experience with us. After review of this ticket, our team sent the correct unit to the customer. The tracking shows it was received on March 9, 2023. We apologize for any inconvenience. 

• Initial Complaint

  Date:02/08/2023

  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 an ice maker GE Profile Opal 2.0. This I’ve maker has had a ton of issues and GE & OnPoint Warranty have failed me… i’m told they will send me a shipping label in a box for me to send back the machine however I have to give them $250. There is no guarantee they can repair the machine and most likely will have to use it as scraps and will give me back $125 possibly… This is very unfair. This machine was over $600 and I cannot believe this is happening! No one will help me…

  

  Business Response

  Date: 02/10/2023

  After reviewing *******'s ticket, we found her unit is not under warranty and our total cost to repair this unit is $250. If the unit is not repairable, we send $125 back to the customer. The other half covers shipping and diagnosis, which is why it is nonrefundable. Since the customer is not satisfied with this solution, we are willing to send a refurbished unit instead of providing a 50% refund. We apologize for the inconvenience. 

• Initial Complaint

  Date:01/30/2023

  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 contacted On Point warranty on January 23rd about a faulty Opal 2.0 unit. I informed them I had already performed all of their tests and provided an alternate email that I believe the until had been registered under. (charter.net) . January 24th I received a call and spoke to a rep in length who confirmed my issue and confirmed that I had performed the tests. She said they'd changed systems so she'd need a picture of the back of my until again, acknowledging that she had previously had it. The email came to charter and I replied immediately. I did not hear back. I emailed again Wednesday the 25th, Thursday the 26th and Friday the 27th. I am being ghosted. This until cost $600 and they are well aware there are known issues with them. This needs to be resolved. This is not acceptable. Also, having to put a $300 hold to get a new one is insane. No one has that amount nowadays.

  

  Business Response

  Date: 02/03/2023

  Our team is actively working with you. It appears there was a discrepancy between the two emails we had on file. We were able to process an advanced exchange for your unit, which requires a credit hold because we are sending a replacement before you send your broken unit back. The alternative would be to have a standard exchange - where we will send you a box to return the old unit before we send you the new unit. The standard exchange will work just fine if that is your preference. The ticket is currently being processed for a replacement unit. 

  Customer Answer

  Date: 02/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [There was no email discrepancy.  I tried contacting you from both and you initially responded to the second one, not me.  I'd like to keep this open until I get the unit because I have no faith in this company.  I did not get a reply until I went directly to GE Appliances who then contacted you and I finally got a call. This is not acceptable.]
  
  
  
  Regards,
  
  
  
  ***** ********

• Initial Complaint

  Date:01/30/2023

  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 the ******* Washing Machine from ******** ******t in May 2022. In November 2022 I noticed a knocking sound in the washer during its operation. Consequently, I call ******* and they took me through a procedure to calibrate the washer drum. The Washer worked well until early January 2023, when the knocking sound returned. I immediately call ******* again as was provided with the number to OnPoint Warranty in order to initiate a service call.
  
  The technician arrived at my home yesterday, January 26th and informed me that the counterbalance on the washer was broken and not repairable. The following day I was informed by OnPoint Warranty that they would not honor the manufacturer's warranty because of "abuse and neglect".
  
  This is ridiculous claim! The ******* Washer was only used in a normal manner and was never abused or neglected. In fact, I call ******* on multiple occasions to discuss a service call and was told to calibrate the washer. It is apparent that Onpoint Warranty never intended to honor the warranty. The accusation of abuse and neglect is simply a ploy to breach the warranty contract.

  

  Business Response

  Date: 02/03/2023

  After review of this ticket, our support team concluded the state of the washer damage is not covered under the manufacturer's warranty. The counterweight appeared to be broken yet the customer continued use. Therefore, the drum collapsed on itself. This situation is classified as abuse by the customer and the manufacturer's warranty does not cover these incidents. We understand the customer is very upset and want to give them the best possible experience through our customer support center. So, our team is currently processing a buyout for this customer. 

• Initial Complaint

  Date:01/05/2023

  Type:Delivery 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 contacted warranty support for a leaking Opal 2.0 machine. I purchased the machine directly from GE Appliance online store. I provided all requested information and copies multiple times. OnPoint keeps replying with the same requests, as if each person that sees the reply I send is starting over. I finally made it to waiting for the replacement unit to be sent and have heard nothing back after multiple emails. I have attempted to call and email without any response. Extremely frustrating for such a big investment that is not working. I am attaching the email chain. I initially reached out a month ago. My unit is leaking so badly now that it cannot be used as it was damaging my kitchen. I want the replacement to be sent by overnight shipping and tracking information provided when completed.

  

  Business Response

  Date: 01/12/2023

  We advised this customer they would need to complete the required a credit hold to secure the return of the damaged/inoperable product to the repair facility. As of 1/11 the customer has now completed the credit hold. As a result, we will continue with replacement at this time.

  The customer will receive a new unit and the tracking for that is as follows: *************************************************************************************