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:11/29/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  11/29/22 my claim was denied. They said they spoke to the repair guy and he said the control panel and lights for my whirlpool tub are not working. The repair guy said he told them exactly what I told them that the motor needed to be replaced. They are denying the claim to repair the whirlpool motor due to this not being covered. This is even though it clearly states in the contract that Whirlpool motors are covered. This is after making me submit a bill for repair for a leak for this tub from April 4th 2022. They declined to repair the leak at the shut-off valve underneath the master Whirlpool tab at that point in time. They stated they did not replace faucets and it didn't matter that it wasn't the faucet, that it was the actual shut-off valve that leaked in the wall and down the wall. After I provided the receipt for that repair was done more than 6 months ago they finally said that I could find my own person to do the repair which they are now declining.
  
  This is been my experience with them I've made several filed claims. They say they're going to set me up with a repair guy which then they don't. This is because they don't have anybody that wants to work for them. I believe it was in February I had a dryer repair which apparently was the heat element. They sent out a repair company. The gentleman that did the repair wouldn't complete the actual repair after doing the diagnosis until he got paid either by me or the company. This is because apparently they don't pay their workers that come out. This guy had at least 10 Open tickets being he was waiting on to be paid.
  
  So basically what this company does is you follow a claim they either say they're going to send somebody that they can never get assigned, you finally get your own person who they won't approve, and then they decline the repair. So jump through hoops jump through hoops oh we're not paying it anyway. I've had at least five tickets to be declined in the last two years.
  
  It doesn't matter how you read your contract or what it actually says they're going to find a reason to say no.

• Initial Complaint

  Date:11/23/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Paid $48 a month for several months, they put on my debit card. Called them for leak coverage, they never sent anyone so I paid for it myself.
  Tried to call three days ago to get Heating & Air system checked and all their phone numbers are disconnected. I called repeatedly. Same issue each time.
  888-934-0001.

• Initial Complaint

  Date:11/23/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have a garage door opener claim with them. They have admitted the policy covers this loss but are offering me half the cost of the replacement and refuse to provide documentation of how they arrived at their cost. They say the policy allows them to offer a cash settlement at "Our Actual Cost". I said I understand this but the policy also unambiguously states they owe for the installation of the replacement so they need to show me how their actual cost to replace the unit and cover the install for $224 at their cost when every contractor in the area charges $500 - $500. They continue to state that they do not need to prove to me what their actual cost is - they can just tell me what it is without any sort of breakdown. They know they are ripping me off, ignoring policy language and just say they don't need to prove anything to me.
  The technician they originally diagnosed that the opener needed replaced and then told me that Amazon Home Warranty told him the claim isn't covered so he collected my $75 deductible and left. I spoke to him and he said he would have charged over $500 to replace the unit. But yet Amazon Home Warranty continues to allege that their actual cost is $224.

• Initial Complaint

  Date:11/22/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  AHW is my home warranty provider. In Oct they finally sent a reimbursement check for a claim and unfortunately in error the check was discarded. When I realized a week after getting it that it was gone I called them to inform them so they could re-issue the check. I have called 4 times regarding this chec and I get the same person each tie and they tell me they will escalate the issue and call me back. My 4th call was yesterday and I was told the same thing again. All I want is my refund check re-issued. I waited about 4 weeks to get it and here we are at the end of November and I have gotten no where in knowing when I will get another check. Yesterday I called a different number hoping to get more help and I was routed to the same person again. There is no way for me to escate my complaint or concern.

• Initial Complaint

  Date:11/18/2022

  Type:Order Issues
  Status:

  UnansweredMore 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: 10/23/22 of transaction. Money so far is one hundred dollars. Fifty dollars per month. Repair or replace damage appliances. Nature of dispute: Tried to cancel contract within first 30 days of contract, but no response. My contract number is *********

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 home warranty with Amazon Home Warranty. The contract says that it would cover all of the appliances in my home. My washing machine was in working condition when I purchased and when my coverage started. However, water did not drain out one day and I called AHW. AHW stated that they would not cover the washing machine as the issue began too close to the start of my warranty coverage. The rep stated that I should have waited at least 7 more days to come in, regardless of my contract saying my coverage had already begun. I have contacted AHW several times regarding this. The customer service department said the authorizations department is who made the decision. However, the authorizations department keeps sending me back to the customer service department. I am requesting a resolution to this immediately as it has been over a week. I am requesting that AHW cover the costs of a washing machine, since they refuse to fix the one that I have when I purchased.

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Claim number ******. I submitted this claim to the company and they could not find a contractor to send out so they put the claim into reimbursement which I was told means I find a contractor on my own and submit their invoice for reimbursement. I did exactly this. The amount incurred was over 600$. First they called and offered me around 400$. I pointed to the invoice and asked them to pay the full amount as promised. Then they offered me around 450$. Again I asked them to pay the full amount. This went on a few more times, each time I had to wait for another decision. Finally they offered me 550$ and I was told by a supervisor this was "really all I was going to get". I told them to send the money and I would continue fighting for the rest of what I was due. They said if I accepted the amount then it would be acceptance of the lesser amount so I told them again to send the full amount they refused. The have since closed the claim and I have not received anything.

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Amazon Home Warranty (AHW) on approximately October 26, 2022 for my washing machine that wasn't draining properly. Claim #****** / warranty purchased in May 2022 with no other claims filed. I reside approximately 20 miles outside of New York City, and AHW informed me of the following: "We have no service providers in your area, call a repair service on your own and we will review their findings" (That's not what I paid $450 for!). I then requested my purchase price ($450) returned to me and their representative did some quirky calculations and they said they will refund only $125 (unacceptable). I have done my research (unfortunately) too late and I discovered that AHW is no stranger to the BBB or several ***** ******** ********* Please something needs to be done with this company.
  Thank you

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 July 12 my claim was assigned to a contract provider Claim # ******. The provider came out assess the AC I was advised that the compressor will need to be replaced I pay the contractor (********** *** *** *******) because they told me that I had a cash balance that needed to be paid I paid an amount of $175 and I was advise that I would need to contact AHW which I did to get a approval on replacing the compressor however it will take two months to get the approval. During this time I contacted HHW to be reimbursed for the cash value of $175 paid to the contractor I was advised that a check will be issued in 3 to 5 business days it is now November 7 and I have still yet to receive the issue check. Another claim was filed on July 27 the AC went out again the same provider our contractor came out provide the same diagnosis contacted AHW on August 24 AHW agreed to release compensation of $1236 for the replacement of the compressor the claim number 132905. However as of November 7, 2022 I have not received the reimbursement check nor have I received a compensation check to fix the AC compressor I’ve called numerous of times I’ve been told that the check has been issued and I have yet to receive either checks. When asked to speak to management, management basically tells me they cannot provide any additional assistance and that the check department does not have a contact number to put a rush on re-issuing the two outstanding checks And that it may take anywhere from 2 to 4 weeks to receive a check that I was supposed to receive over three months ago.

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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've been an AHW customer since Feb, 2019. I submitted a service call for my refrigerator on Sep. 6, 2022. The claim number is #******* Now after 3 months, the company is refusing to have my fridge serviced. I've paid the $60 fee for this service call and have been paying every monthly dues. Their excuse is that the fridge is having Freon leak which is not covered. However, this diagnosis was from an inexperienced technician who made a wrong diagnosis. He simply looked at the fridge that's not cold and didn't even use any Freon detection tool.
  
  This technician was dispatched by AWH because the prior technician stopped responding after he made the diagnosis. However, this prior diagnosis identified the issue to be loose contacts in controller board and simply smacking the area would start the fridge to run again for few hours. This is what I've been doing few times everyday since then and the fridge has been able to reach desired cold temperature and make ice, which is to say that this diagnosis was correct and that there is no Freon leaking problem.
  
  I called AHW several times to explain the real problem and got rejected each time. The last phone call was on Nov, 3rd and the agent hung up on me at the end. The agent said that they can only dispatch twice and the only option I have is to pay for my own technician for another diagnosis. As a customer, I shouldn't take responsibility for technicians hired by AHW, one is non-responsive and the other made wrong diagnosis. I have paid the service fee and monthly fees for nothing. It is just some loose connection problem which shouldn't be hard to fix. AWH needs to have my fridge fixed.