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:10/03/2022

  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.

  I enrolled in Amazon home warranty. paid Full amount upfront.
  In Oct I filed a claim about dishwasher.
  Technician came collected 60$ visit charges.
  Multiple followups with technician no reply. Issue not resolved.
  Sept: AHW called for renewal, told them about the issue. Didn't heard back since then
  Seems like a fraud service duping customers

  Business Response

  Date: 11/14/2022

  While our records show you requested to cancel your contract early, your contract was close to expiring naturally and our representatives managed to cancel the service for you and avoid the applicable early cancellation charge as a final courtesy. (XIII.)

  We thank you for your patronage and wish you well in the future.

  Regards,

  AHW Team

  Customer Answer

  Date: 11/15/2022

  I am rejecting this response because: I do not see a refund
  
  
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:10/03/2022

  Type:Order 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.

  This company is a rip off, a scammer, you name it thats AHW, that is why I tried cancelling it today but was told I couldnt unless I pay the remaining months of my contract(5 months) . How about they not living up to the contract, they should be paying be I did the leg work. I called in Aug 24 for a washer repair, it took four days for some one to call back. A claim was initiated. The repair vendor called three days after that and scheduled a repair tech to come out in a week. the tech came i paid $75.00 and was told it was unrepairable. A week went by no word from AHW or the repair company (after many messages). I called AHW and reported this. AHW tried calling for a week no return call. Finally I asked for another company, it took AHW another week to tell me they cant find a repair company for me to find one. I asked if i had to pay another service call they said yes but they will reimburse me the $75.00. I got 49.00 from AHW. The second tech from another company came, that I found, and I had to pay 85.00. They said it was unrepairable too. AHW got the paperwork and a week and half later( September 25 i got a check for 449.00. AFter my work of obtaiing a repair company and doing the leg work, i am being told i cant cancell without paying the remaining months? I will gladly not renew my contract next year and I will write reviews of my experience!

  Business Response

  Date: 11/14/2022

  We vehemently disagree with your accusations that AHW has partaken in any Fraudulent practices.  Our contract does not guarantee the schedules or availability of independent local companies.  AHW is not a service contractor nor does AHW perform repair or replacement services ourselves.  We make all reasonable attempts at finding local service contractors in the area from our network, but at times we may request the customer find one to move the claim forward faster.  Our records confirm that you proceeded with your own independent contractor, and AHW sent you a payment for the approved costs as we agreed to.  Should you wish to cancel your service at this time, it is subject to the terms of the residential service agreement.  

  XIII. CANCELLATION
  This Contract shall be non-cancelable by Us, except for: (i) nonpayment of Contract fees; or (ii) fraud or misrepresentation of facts material to the issuance of this Contract. If You cancel within the first 30 days of the Contract Term and no service request has been made, You are entitled to a full refund of the cost of this Contract. The right to void this Contract within the first 30 days is not transferrable and is available only to the original purchaser of the Contract. If We cancel this Contract (except for fraud) or if You cancel this contract after the first 30 days of the Contract Term, then You shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less a cancellation fee of the lesser of $30 or 10% of the Contract fee (unless otherwise required by state law), and any actual service costs incurred by Us. If a refund calculation results in You owing Us payment for services provided, in states where permitted we may bill You for the greater of the net amount due to Us or the unpaid annual term contract fee. We will bill or you any balance owed to Us through the same mechanism as any previous installment billings, or We will direct bill You if such a mechanism is not available.

   Regards,

  AHW Team

   

  Customer Answer

  Date: 11/14/2022

  I am rejecting this response because: Complaint still stands, I did not say I did not get my repair done, I said I had to go out and look for someone on my own and had to pay another serivce fee.  Since I paid the first service fee to the company you sent out and they never answered you nor I, I was told my your rep I will be getting that service fee back, its on your recording, for the convo was recorded. I feel if we are paying a monthly fee to you to provide us contractors, we shouldnt have to go and find our own.  If you dont have contractors in the area, I would think you shouldnt sign people up.  As in all of the customers complaints, I stand with them.  Your company shouldnt be in the home warranty business.  My initial complaint stands and I dont feel we should be made to stay in a contract where we have to find our own service providers. 
  
  
  
  Regards,
  
  
  
  ********* ******

• Initial Complaint

  Date:10/03/2022

  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.

  On Friday, September 9, 2022, my air conditioner went out. I called AHW several times on Friday and all through the weekend and I was on hold for 30 minutes or more. Several times, the telephone hung up on me after holding for long periods of time and I had to call back and go through the process all over again. It was very frustrating to go through this experience considering the fact that my elderly 76-year-old mother was visiting. She has issues with her breathing and the lack of AC was much too hard for her to bare. Additionally, my 1-year-old granddaughter was at my home and she is asthmatic.
  I'm very upset that this is my 2nd claim filed with your guys and the first claim was a disaster as well. I had to call ******** ***** ******* *** ******* to repair my AC because I was unable to get through to you guys until Monday afternoon. When I finally got someone on the line at AHW, she told me to write this email sharing that I had to get my AC repaired prior to submitting my claim because it was truly an emergency due to the fact the medical condition of my 76-year-old mother and my 1-year old granddaughter.
  I attached a copy of the receipt of service from ******** ***** ******* *** ******** Unfortunately, I was unable to complete the pre-authorization paperwork in advance because I could not get through to you AhW for three days. I do not have pictures of the unit old unit, failed component, model, and serial number.
  I am hoping that this claim will move forward with processing considering the fact that we endured temperatures at 88 degrees from Friday until Monday. If the claim is denied, I would like to move forward with the cancellation of my home warranty plan.
  Amazon Home Warranty will not move forward without pictures of the old unit, failed component, model, and serial number. I had to pay $3,400 out of pocket for repairs. They are not trying to work with me. I would have had pictures if they had answered the phone for me 1 of the 3 days I called.

  Business Response

  Date: 11/14/2022

  Our records show that your contract was effectively cancelled per the terms of the agreement at your request, but there has been a chargeback dispute over the applicable early cancellation fee. (XIII)  We are currently awaiting the decision of the financial institution.

  Regards,

  AHW TEam

• Initial Complaint

  Date:10/03/2022

  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.

  Contracted AHWP 2/2022 to cover home appliances.4/19/22 placed a claim for microwave problem. No referral of techs in my area. Told to contact someone in my area. Breach of contract as they had no techs in area. Paid $150 for tech, by contract should pay $75. Tech told to notify AHWP re replacement as microwave could not be fixed. AHWP kept telling me they did not get info from tech, tech kept telling me it was given to AHWP. AHWP Website showed claim AS WI(waiting info) then showed RI (received info). Still no authorization for new microwave after numerous calls 4/22,5/6,5/10,5/19,6/22,6/24, 6/27,7/1, 7/22 Website on 10/3 showed claim suspended). AHWP stopped taking my calls. I contacted my credit card company to stop payment 10/3. I still have no microwave. I want a refund, paid to AHWP $532 to date and I have no microwave.+ and no way to contact company, nor do I think they will di\o the right thing. Therefore I am referring the matter to the BBB for help. Cancel contract immediately. Thank you

  Business Response

  Date: 11/14/2022

  Our records show that you have filed a chargeback dispute through your financial institution.  We are unable to provide services until an outcome is determined and the funds paid in for active coverage are returned. (III.E.)

  Regarding the unresolved claim, we requested the details from the contractor that performed the service visit but have not received any documentation or diagnosis information.  You or your contractor may provide this information via e-mail to [email protected], and we ask that the claim number be included.

  Regards,

  AHW Team

• Initial Complaint

  Date:10/02/2022

  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.

  Have had amazon home warranty for a year...horrible customer service, only thing well they do is take your money every month..my refrigerator quit. Called Amazon home warranty..I had to find my own technician..they could not find one..but I did??..he came out said compressor was bad..2000.00..called Amazon home warranty..a couple days later they called back..factory defect on compressor..i investigated lg compressor lawsuit..models from 2014 to 2019 were affected..mine was made in 2011 and was not included...I called Amazon Home warranty they did not care..no reimbursement will be compensated..I then told them I wanted to cancel..lady said my contract says I have to pay all remaining months and reimbursed them 299 for a pittance of a reimbursement they sent me for a 1200.00 washer 9 months ago...I feel I could cancel if I wasnt getting service and I'm certainly not reimbursing them a penny. I would like them to pay for my broken fridge that I had a warranty on at the time of the breakdown..I paid my monthly fee, paid the service fee to the technician I feel they are obligated to reimburse me for the cost of repair or replacement.

  Business Response

  Date: 11/14/2022

  Our records show that your claim was not subject to coverage under our agreement terms (VII.E) based on the information our Authorization department received during processing.  At this time we are no longer able to assist as your coverage has been effectively cancelled at your request.  We wish you well in the future.

  Regards,

  AHW Team

• Initial Complaint

  Date:10/02/2022

  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 called for service of my plumbing. The bathtub pipes were leaking. They sent a plumber. I paid the man the 75 dollar fee. The man gave the home owners company his price. Amazon denied it after reviewing it. They said they would send someone else but I would have to pay an additional 75 dollars to him. I refused. The agreement was that I call for service, they send someone and I pay 75 dollars once. So I asked if they would reimburse me if I called someone. They told me they would if the person called for an approval. The man I called contacted them for an approval. The company said it would take 48 hours for them to review the amount given. In the meantime my leaking continued and I had black mold. The company expected me to continue letting the water leak and make an even bigger mess for which they were unwilling to pay since they don’t cover for access to the pipes or repair of drywall. I had the pipes fixed and will have the wall fixed but I want a refund from the 48.25 they have been collecting since April.
  To make things even weirder, Amazon collects the money from my checking account as “credit card payment.” I called them and asked because I couldn’t find anywhere they were collecting under Amazon home owners ins. They told me the amount was 48.25, credit card payment and the woman I spoke to couldn’t tell me anything else because the department that handled cancellation wasn’t open. I would receive a call sometime, maybe Monday, she said. The only transaction I see for that amount comes out of checking as credit card payment. So I contacted my bank and asked to treat as fraudulent. I’m not making a credit card payment for 48.25. I’m paying for home owners insurance. I need the better business bureau to assist in my getting the money back they’ve taken since April of this year.

  Business Response

  Date: 11/14/2022

  Our records show that there are currently chargebacks filed on your account, disputing several fees paid in for active coverage, which you have been billed for monthly as agreed to when you purchased the service.  At this time due to the financial institution's hold on the funds, we are unable to provide services until the chargeback disputes have been resolved.  We are currently awaiting notice of the bank's decision.

  Regards,

  AHW Team

• Initial Complaint

  Date:10/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 # ******
  AC Unit stopped working on 7/5/22. I submitted the claim on 7/6/22, and told response within 48-72 hours. Called every day asking for update. Each time I was told I would have an answer by the end of the day. That never happened. After 4 days, they told me they were having difficulty finding an AC Company to perform my service. They suggested I get my own Tech, and submit for Reimbursement at [email protected] . On 7/12/22 I submitted all required docs along with Repair Estimate and pics. Called on 7/13, was told I would have an answer by the end of the day. That didn’t happen. Called again on 7/14 and I was told they needed to speak with the Technician that inspected and diagnosed the unit. Provided contact information and was told I would have an answer by the end of the day. That didn’t happen. Called the next day, I was told that the claim was APPROVE. Customer Service told me they approved the $1,400 repair and $80 Service Charge ($1,480) and it would take 3-4 weeks to get check. It should be noted, when I contacted the technician to arrange repair, I was told that AWH tried to “coax” him into saying the failure was a short or something that would not be covered. He told them it was an old unit, and it was a PC board failure plain and simple.
  Waited 6+ weeks and called for status on 8/23. Spoke with Nizar who told me the claim had not been processed, but he would “Escalate the issue with the Check Processing Department”.
  Waited another 2.5 weeks and called again on 9/9. Spoke with Rashed. Again, he told me he sees in their system that the issue was already escalated with no response. He stated that he would escalate it again, and “Task it to himself, and check on it every day until there was an answer and contact me with the response”. That did not happen.
  I waited 3 weeks, called on 9/30. Spoke with Bal. Again she did see that the issue was escalated twice and she would escalate it again. So far going on 12 weeks.

  Business Response

  Date: 11/14/2022

  Our records show that the approved funds have been issued to the mailing address we have on file.  

  Regards,

  AHW Team

  Customer Answer

  Date: 11/14/2022

  I accept the business's response to resolve this complaint. It took 4 months, and many phone calls, but we did receive payment finally.
  
  Regards,
  
  
  
  *********** *****