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:11/04/2022

  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 1 year policy from AHW on October of 2020. My policy has been expired for more than a year because I did not renew. They charged my credit card for $579 for another annual policy on 10/04/2022. I have called an emailed multiple times that I do not want to renew and want my money refunded. They do not return emails and when I do get customer service they tell me my cancellation has been noted but refuse to send me any confirmation email for my records. It has been over a month and I still have not received my money back. This company is a scam that will take your money and deny any claims you make and will continue to charge you years after you cancelled your policy.

• Initial Complaint

  Date:11/03/2022

  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 was smelling gas and called the gas company who notified me that my furnace was not working properly. I called Amazon Home Warranty ("AHW") and they assigned a contractor. Not knowing when I would hear back from AHW, I called numerous HVAC and plumbers who came to my home and noted that the heating exchange and/or furnace needed to be replaced. The AHW contractor was the last to come to my home. He noted a faulty control board not sending 24V to the gas valve at the time of ignition during cycle and requested replacement. (See attached.) The AHW contractor also noted that the "N" coils were 30% dirty and in need of cleaning. He specifically noted that the coils "DID NOT CAUSE THE CONTROL BOARD FAILURE". (See attached.) Because he noted 30% (mind you out of 100%), AHW denied the claim. The service of the contractor and purchase of the part to install a new control board and/or heating exchange to my furnace are covered under my warranty. AHW denied the claim. I subsequently purchased a new furnace. (As an aside, I noticed that mostly all of the complaints have been unanswered by AHW. Kind of tells you what kind of company we are dealing with...)

• Initial Complaint

  Date:11/02/2022

  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 Amazon Home Warranty as an insurance back up for electrical, plumbing and major appliance break downs, should one happen. When I signed up 2 years ago, I was told that I get a discount if I sign up for 5 years, they send an expert within 24-48 hours and told me list of items that would cover. I have had my AC/furnace go down in Feb of 2022. I called in the midst of ice issue in Texas and they could not send me anybody so I asked if I can have an outside to fix the issue since I have kids at home. They OK's it and I got the furnace fixed over one day but despite sending them receipts multiple times, they never reimbursed me. I had the same unit go down in the midst of summer which is in September of this year due to electrical wire burn out which caused a major hole in the compressor outside and a major leak of all the Freon. I got someone to come and called the AHW. They told me the outside AC guy can diagnose and fix the issue. I send them the bill, $250, nothing so far. Then they said, I have to prove where the leak is but they will not send anyone on their behalf to find out and will not cover the cost of the service to diagnose the issue!! I had to pay another $450 and took pictures and video of the issue. They asked for picture of the coils outside. The pictures were sent. They postponed the issue and still I have no furnace or AC after 6 weeks! They called me rudely last week after asking me to pay for diagnosis of all these things and saying, unfortunately they do not cover the compressor or Freon or the unit outside since the leak is not under warranty! I signed up for 5 years with this guys. They are total waste of time and scam. If the leak and compressor was not covered, why they made me pay for all these!!! I asked them to send someone on their behalf, they never did. I want my refund for the service as well as my 5 year membership back! None of the customer service are from US and all from india and far east!

• Initial Complaint

  Date:11/01/2022

  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 tried to cancel this shady service and the company first said is had to wait until after October 29th when my last payment for the year was made. That angered me because I was told when I purchased the service that I could cancel at any time without penalty. When I called November 1st and said I wanted to cancel my service, the representative continued to transfer me to a voicemail that said I was calling outside of business hours. It was 2:20pm and they close at 7pm. All of their other numbers are out of service. He did this three times. I want to cancel immediately!

• Initial Complaint

  Date:10/31/2022

  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.

  Dear BBB,
  
  I have a home warranty contract with Amazon Home Warranty. I have two claims that I have been seeking reimbursements. Initially, I was told that it could take up to 30 days to receive my reimbursement. The past 3 times I have called (all about 1-3 weeks apart), I have been told that my claims have be escalated but yet, I have not received my reimbursements. The claims are: 1) #****** (garage door opener), submitted on 7/5/22 for $438.53 and 2) #****** (garage disposal) from 8/`5/2022 for $490.00. I don't know what else to do besides contacting you because I'm not getting anywhere calling AHW customer service.
  
  Thank you for your help!

• Initial Complaint

  Date:10/28/2022

  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 called in a repair for my dryer four weeks ago. A Tech came by took the $75 service call fee and said he will be back after getting the ok from Amazon Warranty to do the repair. We called him the next day and he said he was getting his car fixed and will get back with us. After more calls he came by with the belt for dryer but said that he needed to order something else but will put the belt on when the other part comes. We talked to the tech this week and he never called for approval for the other part. He said I was supposed to call. I asked them to reassign another Tech since this guy is giving us the run around. They assign new Tech Wednesday and today is Friday and haven’t heard from them. I left a message on their phone and text them to no avail. The company just took another payment from my account which is $52 plus I paid the Tech $75 and I am still waiting on repair after four weeks.

• Initial Complaint

  Date:10/27/2022

  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.

  Amazon home warranty is a scamming company. In the lat year and a half I had coverage through them, everytime I reported issue, they could not get a contractor assigned at all. I had to look for my own contractor. When the contractors came and suggested the repair, they said they do not cover them since it was over the amount they could cover. They are a bunch of scammer.

• Initial Complaint

  Date:10/26/2022

  Type:Customer Service 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.

  We've paid $1000 for a home warranty. AHW makes it impossible to find the details of the contract and what we've paid for on their website. Even though the refrigerator with ice maker is covered, once it was determined (after multiple visits) that the ice maker could not be repaired, they decided that they would no long cover it. Their claim was that a Google search shows that there is a bad component in the fridge though there is no acknowledgment from the manufacturer. (Samsung 4-door) Along the same lines, our microwave started sparking , and though sparks are not a disclosed exclusion, they refused to cover the fix or replacement. (GE Profile 2.2 built in.) The contract has been active since 7/19/2022. I've replaced the microwave myself at a cost of $700 and am in the process of getting a new refrigerator.

• Initial Complaint

  Date:10/26/2022

  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 warranty from AHW last year, and since then, it's been difficult to get them to do anything. My fridge quit working on 10/18. I contacted AHW on 10/20, they sent a technician on 10/24. The technician said the bad part might be under the manufacturer's warranty. He also said that AHW would contact the manufacturer to get it resolved so I don't have to do anything. On 10/25 I got a call from AHW, and they said that since the part may be under the manufacturer's warranty, they won't be doing anything. AHW said it was my responsibility to call the manufacturer and schedule repairs. AHW also said that if I am charged for labor, I will have to cover the cost. I called the manufacturer on 10/26, and I was told that it would be $175 for them to come out and diagnose the problem, then even if the part is under warranty, I would be charged for labor. According to the technician, the labor cost is usually about $700. My family has been out of a fridge for over a week, and it has been very difficult.
  two weeks after I purchased the warranty, my dishwasher went out, and instead of fixing or replacing my dishwasher, I was told by AHW that the dishwasher went out too soon after I purchased the warranty. They said it would take at least a month for the warranty to take effect. This was not in the contract, and I wasn't told this when I purchased the warranty. I then spent $900 of my own money to replace the dishwasher.
  Over the summer, my toilet malfunctioned and flooded my home. I contacted AHW, but a week passed, and they couldn't get anyone to come out. I then had to find my own technician to come out and repair the toilet.
  When I purchased the home warranty, I paid for 3 years. Due to the poor customer service, I tried to cancel and get my money back, but I was told that even if I canceled I would not get any of my money back. I am very dissatisfied with the service that I am receiving from Amazon Home Warranty. I need my fridge repaired or replaced.

• Initial Complaint

  Date:10/25/2022

  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.

  Have extended warranty covers hot water heater
  Ours leaked and mold and mildew on wall
  Replaced heater no reimbursement said doesn’t cover tank?