Extended Warranty Contract Service Companies
OnPoint Warranty Solutions LLCComplaints
Customer Complaints Summary
- 47 total complaints in the last 3 years.
- 19 complaints closed in the last 12 months.
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Initial Complaint
Date:11/02/2022
Type: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 October 11, 2022, I filed a warranty claim for an Opal Ice Maker I purchased a few months ago on ******. After performing a cleaning on the Ice Machine, I noted a pinhole leak was allowing water to leak out the back and also leak into the compartment within the Ice Maker. I provided the Model, Serial, Purchase Receipt and details of the warranty claim on October 11, 2022 and received a response from OnPoint Warranty Solutions on October 13, 2022, requesting photos and videos of the issue. I provided the requested photos the same day and received an email in reply on the procedures necessary to continue the warranty claim. The email outlined I would be charged a $300 hold to ensure I properly return the defective unit. At the end of the email, in bold text, they requested my shipping address to continue with the Advanced Exchange Process. I responded on October 15, 2022, at 9:30am with my shipping address. I receive no reply from OnPoint with the link to provide my credit card for the $300 hold. I replied on October 24, 2022, at 9:50am requesting an update on the status of my claim. I received no response. I replied a third time on October 29, 2022, at 9:30am with a request for the link to begin the warranty repair and providing my shipping address again. After multiple non-responses, I believe OnPoint is in breach of their obligations of the warranty claim.
Business Response
Date: 11/07/2022
*** ************
Please accept our apology for the delayed response to your request. A new unit has been shipped and should arrive by Wednesday and the end of the day. I have uploaded the *** ** tracking information and the tracking number is *************
Initial Complaint
Date:10/12/2022
Type: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.
The company has sent me one email asking for information. Once the information was sent, radio silence. Completely unresponsive, and I follow-up daily. They refuse to respond and now I am without ice for my house and have no resolution so don't know if I have to just scrap the machine that is covered under warranty and buy a different one.Business Response
Date: 11/07/2022
**** *** *******
I apologize for the delayed response by our team. We have sent a new unit to your address and it should arrive by the end of the day on Wednesday. The tracking number is ************ and I have uploaded the *** ** information.
OnPoint Warranty Solutions LLC is BBB Accredited.
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