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:10/18/2022

  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.

  After 3 months of trying to get AHW to review our case of our failing AC/heat pump system, they approved $1315.99 of the $9000 replacement costs, if we paid it all up front to the contractor. On August 18,2022 the agreement was made and the work was done. After several calls over the next few weeks, we were told that a check was written but not yet sent. On 10/5/2022 a call was placed to the inquire about the check and they said it was mailed but not cashed and thought to be lost in the mail and a new check will be mailed. On 10/18/2022 a call was again placed to see the status of the claim. This time the answer was that the check was written on 8/18/2022 but not yet sent. They will investigate the situation further. I asked to talk to someone in finance because of all these issues but was told they don't talk to customers.
  DO NOT USE THIS COMPANY

• Initial Complaint

  Date:10/17/2022

  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 10/03/2022 Amazon Home Warranty sent sent a technician from ******* *** ******* for my AC repair issue. ******* *** ******* said they work on all types of AC units, but the technician said he doesn’t work on the one I have. I bought this policy Amazon Home Warranty (AHW) Contract #********** because Amazon Home Warranty sales personnel said they cover RV trailer homes (like mine). I called AHW about this problem. I spoke with claims and they said they cover RV trailers. After speaking with a resolution specialist at Amazon Home Warranty about problems with NO service on 10/03/22 from ******* *** *******, I was encouraged to cancel because Amazon Home Warranty does not honor the service and I had to keep the contract until the end of the contract term next month and pay a cancellation fee. Then the resolution customer service person said AHW does not cover my home and AC type.
  After speaking with Amazon Home Warranty customer resolution, I called back and spoke with sales at Amazon Home Warranty, and they tried to sell me a new contract for a RV trailer home (like mine). Ryan (sales) and his supervisor Rashid said they do cover RV homes and seemed eager to lock me into a new contract. I told them they are trying to sell me the same contract that denied me service and Rashid said he would put me thru to the cancellation department to see if they would not cancel my contract.
  The Amazon home warranty resolution specialist said they only service HVAC but my contract states central AC which is what I have on my roof. She kept arguing that it was different in the contract, but I don’t see the difference and the sales department is the same with terms of home AC. The uncancelable contract does state they can deny service under the Texas clause (towards the bottom). I am distressed and I have AC problems and need service I don’t have the money for expensive repairs that’s why I had this policy with AHW. I need a refund so I can get my AC fixed.

• Initial Complaint

  Date:10/13/2022

  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 09-23 A claim was submitted for a leak in my ceiling (# ******) this was assigned to a contractor. I reached out to the contractor set up an appointment. I took off of work that day, the contractor never showed up. The contractor never returned my call. I contacted AHW and let them know, the contractor set up another appointment and did not show. AHW reassigned a contractor on 10-5, I contacted the new contractor they would be there on 10-11-22 between 12 and 6. Another half day of work missed, They did not show up, they were contacted and said "Oh Sorry" I can come Wednesday. He finally showed up, and when arrived the stench of marijuana was sickening. I showed where the leak was coming from, He said he had to call AHM, he returned and said they do not cover a leak detection and it would be $300 plus the $60.00 service fee. I told him that is not acceptable and I would reach out to AMH. I spoke to AMH 10-13 they informed me to "look at my contract page 3, Air Conditioning Leak Detection is not covered". I explained to them this is not an Air Conditioner. They said it is not covered. I referenced them to page 4 where Plumbing System and Stoppage COVERED: Leaks and breaks of water, drain, gas, waste, or vent lines, except if caused by freezing or roots;...Repair to Rough Finish condition does not include supplies or labor for paint, sanding, wall texture, wallpaper, or tile work. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement. The continued to tell me "Leak Detection is not covered" I asked to speak to a supervisor, they refused they said I could appeal. They refused to let me speak to a supervisor or connect me to the escalation team. I called back to another number The salesman said I cant hear you let me get a new headset he transferred me to ***** ********, ***** said let me look, transferred me to *******. ******* said he couldnt do anything but acknowledged what was required was indeed covered in the terms

• Initial Complaint

  Date:10/11/2022

  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.

  Cancelled my contract with AHW as I came to the conclusion that the cost outweighed the benefit. Requested reimbursement for fees paid in advance and was told then that I would have a reimbursement check in the mail "within the next 3 - 4 weeks). Cancellation occurred in late-June (I don't have a specific date). Have yet to receive the reimbursement.
  
  Multiple follow-up phone calls with their accounting department we're received and I was assured that they would contact the appropriate people and would promptly call me back. have yet to receive any call.
  
  As of today, no one answers their phone.

• Initial Complaint

  Date:10/10/2022

  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 bought the Amazon home warranty service on Aug 21 which took into effect on September 21st. Then I filed a claim after a week but it was refused because they were saying it was a precondition. Then I contacted the customer service on 10th of October 2022 to cancel the service and the lady I was speaking with was explaining me the charges before the refund and then how much refund I would get. In the middle of the conversation the call was dropped and I did not agree to any of the charges or the refund amount she said and I did not say go ahead to cancel this policy. After a few minutes I got e-mail saying my policy has been canceled which I did not approve to cancel. Then I called her back again and then I ask her why did they cancel the call policy even though I did not approve you to cancel she said this system took keywords for cancellation and then it was cancelled by the system and not by her. I don't buy this one saying when I did not say I approve anything on the call why did she cancel the policy and when I said can you please renew that one she said no we cannot renew you have to buy a new one. Then I said I can I have to file a complaint with BBB she said I'll make a note of that do whatever you want to do.
  
  I would request to get a call recording which proves that I did not say I agree to the cancellation.

• Initial Complaint

  Date:10/07/2022

  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 filed a claim for my Dryer and they are not willing to repair but won't give me enough to replace the item. they say it needs to be replaced but will give me the cost of repairs.. they are comparing the item replacement to a small portable unit and are ripping me off. I also researched and the ******** ******* **** **** *** ***** *********** *** *** ********* ******* ***** ***** *** ****** **** **** *** *** ********* ** *** ****** **** ** ******* *** **** ** *********. All I want is my Dryer repaired or replaced like the sales agent that sold the contract said. I also want out of my contract.

• Initial Complaint

  Date:10/06/2022

  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.

  August (last week of the month)
  The issue I have with AHW is every time you put in for something to be repaired – you pay $75.00 and nothing gets fixed. The customer service personnel seem to always look for ways for the service not to be completed. I had an air-conditioner situation and even the contractor had a hard time with AHW, and he also felt like they did not want to approve the repair. Overall, the system had to be replaced and they were very negative about replacing it and in the end, they did not. AHW people/customer service teams projects no are always the answers.
  
  Replacement cost for new air conditioner.

• Initial Complaint

  Date:10/05/2022

  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.

  Hello,
  
  I filed a claim with Amazon Home Warranty for a broken water heater. After 8 days of waiting (and no hot water with 2 little kids) to have it repaired/replaced by Amazon (they kept deleting our claim delaying it further) I had it replaced. I had spoken to Amazon Home Warranty about going ahead and replacing and then getting reimbursed and they had told me to go ahead and do so and then I could submit my receipts and they would send me a check. Well, weeks later they have decided to not reimburse us claiming that the water heater was calcified. No one ever looked inside the water heater, this was a decision they came to by talking to a random person at one of the 3 companies we got a quote from, This was never mentioned to us, nor was it written in our physical quote from the technician who came out an actually inspected the water heater. They have decided to make this up to avoid reimbursing us. I asked to speak to a manager or someone in a higher decision making role at the company and was denied. I then told them that I would reach out to the BBB for help in getting this resolved. The name of the person who refused to transfer me is Nivar Haw and was told he had the final say in this matter. Again, someone I never spoke with during the multiple week ordeal. I would like my warranty that I paid for to cover what their warranty says it will. Which is about $1154 work of electric parts that the warranty does cover. Thank you for your help in this matter!

• Initial Complaint

  Date:10/05/2022

  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.

  I signed a yr contract (combo)with AHW on 03/22/2022 paid $ 530. On8/ 26/22 filed a claim my refrigerator is not cooling or not working .09/01/22 Evening AHW sent a tech showed up collected service fee$65 upfront unplugged from wall and moved to the patio outside told he wants more room and diagnosed compressor motor not working
  While unhooking tch messed up my main water line promised to fix and showed up very late and cold not fix collected $45 cash for parts closed water promising come
  back next day and can fix both . He never showed up
  not reposed my calls or texts. No water more than 24 hrs Called a plumber to fix the damages done by AHW tech. Contacted AHW many times cking tech not responding told my claim was approved and he is waiting for parts and be next day. The tech didn't show up Told he isn't answering sent me a text that sent to the technician and us to contact him. More than a week not resolution called the co they told can't find another tech and ask me to find a tech for completion .I m frustrated and ask to resolve this in two days they said will next day AHW rep called me said my claim is denied due to poor maintenance report from the tech
  I told AHW rep to cancel my contact and a refund. I didn't get any refund or fridge repaired. Called many time for refund no response .

  Business Response

  Date: 11/14/2022

  Our records show that your claim was not subject to coverage under the residential service agreement, as the failure was reported to be the result of dirt and debris build up causing a line restriction in the condenser coils.  This failure due to a lack of regular maintenance is unfortunately not covered by AHW.  We do regret your dissatisfaction with the outcome, but affirm that it was determined based on the diagnosis information provided to us, in adherence to section VII.S. of the contract terms. 

  Our records show that you have since filed a chargeback dispute with your financial institution over the contract fees for coverage to date.  At this time should you wish to cancel your contract, we suggest reaching out to AHW directly and discussing the matter with a representative who can go over the matter in greater detail.  Under the contract terms we do offer prorated refunds, but additional cancellation fees may also apply. (XIII)

  For further clarification please refer to the contract that was sent to you upon purchase, a copy of which is available online at: ************************************

   

  Regards,

  AHW Team

  Customer Answer

  Date: 11/15/2022

  I singned a  combo  deal which the rep told no questions ask the repairs or replacement will be done. At the time of getting my business they didnot do any inspections  which is AHW responsibility More than a week I have contacted for fix my claim AHW told they dont have any contractors available and find a contractor myself and send them the estimate which I disagreed and gave them two days time to resolve the issue.  On that weekend they called me and told my calaim was denied which was preiously approved and notified me. Almost two weeks no response and keeping me on long hold  disconnecting my call or not allowing to talk any managers  i GOT frusturated and requested for full refund and service chages  ignoring the damages cause by AHW technician disconncting  main water supply. I have to call a licensed plumber  to  regain my water supply,  
  
  Regards,
  
  
  ***** *****

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Called AHW after AC unit stopped working on 9/6/22. Claim #******. They sent out a tech who took our $60 service fee in cash and gave a diagnosis of a leaking compressor due to ordinary wear and tear. This incomplete diagnosis (condenser was also cracked) involved needing 2 pounds of replacement R-22 refrigerant that has now been banned by the EPA. We tried (and AHW tried) to call the technician back to resolve this and received no response or follow up appointment. The technician sent by AHW then blocked our phone number and never responded.
  
  We called AHW again after first trying to only give us around $300, and they advised we get a "second opinion," which we got from 3 other local HVAC companies. Each company's technician diagnosed the issue as normal wear and tear (unit is from the 90's) and recommended replacement due to a leaking compressor and a leaking condenser coil.
  
  After more calls with us, AHW, and a technician from ******** ******* * ******* ***. during which the technician stated each time that his diagnosis was normal wear and tear, AHW continued to ask we send pictures of the unit. After sending dozens of pictures from different angles, AWS stated that because there was some dirt on the outdoor AC unit, our claim was denied.
  
  Our AC unit is cleaned yearly and was serviced less than a year ago by a technician. No technician (including the one chosen and sent originally by AHW) has pointed to dirt being involved in any way as a cause of any issues with the unit. AHW has refused to review or escalate the issue and will not cover the replacement. This refusal came directly after the cost of repair increased due to replacement being required.
  
  AWH is scam. It seems the goal is they will get you to pre-pay for a few years and will only cover claims up to the amount you've already paid. If your claim goes over that amount, they will make up a reason not to cover your claim.
  
  I am attaching the photos AHW referenced as the reason they denied the claim.

  Business Response

  Date: 11/14/2022

  Our records show that your claim was not subject to coverage under our residential service agreement.  The contract has since been effectively cancelled at your request.  We do regret your dissatisfaction with the outcome of the claim, but we thank you for your patronage and we wish you well in the future.

  Regards,

  AHW Team

  Customer Answer

  Date: 11/15/2022

  I am rejecting this response because: You’ve provided nothing to substantiate this claim denial. The reason you gave originally was dirt being a cause of the issue, and I’ve attached the photos you based that decision on. Since it’s clear dirt was not an issue as is clearly visible in the photos, you are now just saying “it was rejected.” As with the original rejection, you do not have a reason not to cover this based on the terms of our contract, and you are therefore refusing to give a reason. This is the definition of a scam, and if you are unwilling to honor your contract with me, unfortunately the only option is legal action. I had hoped we could resolve this outside of court, but if this is your decision, I have no other options.

  You still owe us our coverage from the time the contact was active. Our subsequent cancellation of the contract due to your bad business practices does not absolve you of your responsibility during the time the contract was still valid.

  
  
  
  Regards,
  
  
  
  ****** ********