ComplaintsforComplete Appliance Protection, Inc.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have submitted two estimates for repair of my ac unit and been told my ac would not be covered . The first estimate listed problems with my electric and ac. The ac and electric were listed as not under coverage due to the fact that system inadequacy was not able to be covered. The second estimate explained even more issues regarding my air conditioner unit. The ac guy came , he called the home owner warranty - noted the inadequate nature of the unit - that a piece is going bad (compressor is going out) - that there is r22 refrigerant, which is not even made anymore and neither are parts . The contract does not define terms that are ambiguous like “mismatched systems “, and “inadequate capacity”. The unit is a 3 ton unit and near 20 years old . A 3 ton unit is a sensible size for a home this size per many places . Here , to prevent issues , a 5 ton was recommended. I noted the issues of the compressor going out and the tech (employee of ********) saying he could hear rattling from the unit . The tech even spoke on the phone directly to the employee of ******** (ac unit repair). This still was not enough I asked for further interpretation and was promised that a supervisor would be reaching out to me. I have not heard anything and would like my system to be covered . I also asked why other home warranties were helping people with r22 refrigeration issues . As of today, the home warranty does not have the two estimates from ********. I have sent them and I hope it resolves issue .

  

  Business response

  08/14/2023

  Hello ***********,

  In reviewing your account it appears you have been in contact with a Supervisor and it appears a Payout Authorization was created in anticipation of your Condensing Unit failing. The plan only protects against electrical or mechanical component failure, so coverage kicks in only when those conditions are present.

  Customer response

  09/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *********** ******

   

  Hello all ,
  
  As noted prior. 
  
  1. We accept the 700 payout for the condenser unit and have sent you a receipt for our purchase . We expect a check to be sent to our address. Your last message on the better business bureau site does not address this issue as we have already been promised payment .
  
  2. It has been noted that you would like to terminate our policy . We would like to continue the policy 
  
  a. It seems like you would like to unilaterally decide to end our contract (because we are upset) . You say that we are unhappy. Simply put , we just want the contract honored .
  
  3. The electric should be covered since our lights are still having problems and “failure “ is at issue. The word failure was used in one of the replies sent. 
  - the lights fail , go in and go out 
  - the panel is at issue 
  - the outlet for the fridge and more have failed 
  - more issues still happen 
  - this is in addition to the other issues listed 
  
  We would simply like to be paid out for this repair .
  
  
  4. On the dryer unit , the ammount you are paying me does not include the 65-70 dollar diagnostic I paid. I would like to be paid for that as promised by you . 
  
  
  In the end , we would like
  - the 700 as promised from you for the ac condenser - in form of check 
  - the initial diagnosis ammount paid for and promised for the dryer that was repaired- in form of check 
  - the pay out amount allowed for electrical - in the form of a check 
  - to continue our year of coverage 
  
  This will be sent as a reply to my better business bureau .

  

  Business response

  09/06/2023

  This account has been cancelled and a full refund is processing. There is nothing more we can do and we are well within our rights to terminate the account.The account is not entitled to a refund at all, this is a courtesy being provided.

• Initial Complaint

  09/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received the below request and sent the information requested but then received another email for more information regarding labor cost that is in violation of anti trust laws. It was in an attempt to avoid making the required payout which was already authorized. Then my warranty was cancelled for the following year. Hello, You will need to send us a copy of the receipt, including the model and serial numbers of your new appliance, which you can mail, fax, or email to the contact information below. Thank you, Complete Protection ************** ******** ********** **** ** * ******* ******** ** ******** ********* *********** **** * ********* **** ** ******** ******* **** * ****** ********** ** *** ** ***** ********** **** **** ***** ** ******* **** ** **** ******* ***** * ******** ** ********** ***************************** **************************** 

  

  Business response

  09/29/2021

  5.3.2021 $500 Payout Reimbursement was authorized. ***** ** ************************************. It indicates the offer is good for 30 days from the expiration date of 5.15.21.

  6.25.21 Received paid invoice for 3k charges on misc items, not an ecoil replacement (which is the what the payout was approved for). Advised customer that we would extend the grace period for getting the evaporator coil invoice to us to 7.25.21
  
  7.20.21 Still no word from the customer. 5 days left. Sent email to remind must be submitted by the 25th. 
  

  07.27.21 Customer responded to above email on the 26th (after deadline) saying she doesn't understand why we need the info I asked for.

  07.28.21 Responded to customer's email to advise claim is no longer valid and no payment will be issued.

   

  Customer response

  09/29/2021

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because the response from the business was not supported by the initial request for information which stated only to provide the serial numbers of the replacement parts and the overall invoice which made it clear that the coil was replaced. Not only did they refuse to pay once I submitted the originally requested information but they refused to pay without labor information which the vendor was hesitant to supply for competitive reasons and they then canceled my policy although it had already been renewed and paid in full for another year. This is unacceptable business practices and the public should be made aware. 
  
  ******** **** *******

  

  Business response

  09/30/2021

  The information rec'd (attached) did not include any information about the replacement of the evaporator coil which was what CP approved a payout towards. The requested information was never received. The customer was never charged for renewal of the policy, payment record attached - one payment for the warranty to begin 5/8/21 and one payment to add on high end protection for the existing plan. The policy was not cancelled by CP it expired. 

  Customer response

  09/30/2021

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because: the company is not providing accurate information.  I will submit the reimbursement check and cancellation letter I received for my renewal that they cancelled and refunded payment. Further, I never received the specific information on what exactly the receipt had to state other than the fact that the coil has been replaced which I included with the serial numbers requested and both displayed on the receipt.  :
  
  ******** **** *******

• Initial Complaint

  05/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a villa in Hilton Head and had it inspected. The inspector reviewed the heat pump and said it was aged and to continue routine maintenance. He did not indicate it should be replaced immediately. The day after I closed the heat pump fan failed. The inspection came with a 120 day warranty. I submitted a claim and it was immediately denied because the warranty company said the unit had reached it's useful life. Neither the inspector or the HVAC recommended immediate replacement of the unit. If that were the case I would have negotiated this with the seller of the property. My out of pocket cost is $8000.

  

  Business response

  05/18/2021

  Hello, please see the attached documentation for the 120-Day Guarantee product in question. You will see Section 5.I clearly states "The Company shall not pay for any repair when the home inspector cannot inspect an item or has noted a defect (damage, leaks, improper installation or worn materials) or the consequential damages caused by the defect." The home inspection report provided to our company by the customer clearly states "High failure probability due to age, budget to replace" The policy is explicitly clear. As a courtesy, we’ve since agreed to pay the homeowner the fixed payout of $500 towards the purchase and installation of their new Air Handler.

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