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:10/31/2024

  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.

  Approx January 2024 my shower faucet was leaking. I called Platinum Home Warranty and a plumber by the name of **** from A to Z Plumbing I believe. He corrected the leaking faucet and advised that the water heater also needs replacing. He came out in January and replaced the water heater. October 1st 2024 I noticed water damage on my carpet and walls from the room adjacent to the shower that was leaking. I contact Platinum and they had EcoDry and a new plumber come out. The new plumber advised the leak was caused by faulty installation. The damages total over $5,000. My homeowner insurance covered the damages minus the $1,000 deductible. Ive contacted Platinum 12+ via email and phone asking for them to cover my deductible because the damage they caused was by a plumber they sent out. Platinum is denying to contact the old plumber and are advising I am responsible for the damages myself. I am seeking 3 things: repayment of my $1k deductible, a new plumber to look at the installation of my water heater (due to same plumber who preformed faulty work), and reimbursment of the 2 $75 service charges for having a new plumber come out and for the previous plumber. Platinum is NOT retuning my calls or emails. This has been a bait and switch and I am taking legal action if this issue cannot be resolved. Attorney name and contact info is available upon request. Thank you

  

  Business Response

  Date: 11/04/2024

  Thank you for bringing this to our attention. As it is our goal to provide exceptional customer service and support as it is our top priority, we apologize if expectations fell short.
  We have reached-out to the both servicers directly and received the diagnosis and repair reports; to this, both reports reflected different failures and, consequently, different repairs. One outlined a leaking bath shower due to worn out cartridge and diverter. The other showed a leaking tub spout due to an O ring and the tub spout being installed incorrectly. 
  As with all home warranty policies, there are occurrences that would be covered and those that would not per the terms and conditions. I. Incidental Damages: We are not liable for incidental or consequential damages to property. Therefore your request for reimbursement for your deductible is not a covered item.
  We sincerely hope this helps to clarify. Thank you for being a Super subscriber and have a wonderful rest of the day.
  

• Initial Complaint

  Date:10/18/2024

  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.

  In October 2022 I contracted with Platinum Home Warranty to install a new Trane A/C unit. The A/C unit was installed in November 2022. September 2024 the A/C unit cease working and we emailed Platinum Home Warranty seeking assistance. We received no reply, so I called on September 9th and reached a Platinum Home Warranty named ******** I gave all this information to ******* and her reply was she could not give the information of who the original installers were nor create a service ticket because I no longer had a warranty with them. I then contacted ******* Comfort Masters and had a technician dispatched that afternoon, September 9th. The results from the technician provided the original unit was installed incorrectly resulting in a cost of $2,931.22 with most of the cost in labor due to the incorrect installation. I called Platinum Home Warranty back, same day, with the ******* technician present and shared the information of the diagnosis and resulting cost. ******* requested I send all documentation and provided her email. I did so accordingly and requested compensation of $2,731.22 due to their worker's error. I subsequently followed up this communication one week later and to date Platinum Home Warranty has failed to respond.

  

  Business Response

  Date: 10/21/2024

  Thank you for sharing the details of your issue with us, and I sincerely apologize for the dissatisfaction you have experienced. As it is our goal to provide exceptional customer service and support, and is our goal to make things right, we're taking this matter seriously and will contact you directly with the next steps. Once again please accept our sincere apology for the frustration and inconvenience experienced.

  Customer Answer

  Date: 10/23/2024

  To date I have not received any communication from Platinum Home Warranty to right the wrong of their installation of the A/C unit. Their lack of action strongly suggests they are not taking this extremely important issue seriously. I have stated my expectation and would appreciate quick rectification. 

  

  Business Response

  Date: 10/24/2024

  we do take this matter seriously and are diligently reviewing your claim and will contact you directly with the next steps. Once again please accept our sincere apology for the frustration and inconvenience experienced.

• Initial Complaint

  Date:08/10/2024

  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.

  We have paid for this warranty and they fail to provide service even after we pay the service charge. We have been waiting over 3 weeks now waiting on service. We have been getting nothing but the run around as so many reviews say has been their experience. We paid the service fee 3 weeks ago and still have no stove or part for repair. This company is proving to be a fraud! ***** returns phone calls, no supervisor available, lied to over and over by technitions saying the parts are ordered, then the parts are not ordered but sorry I havent gotten to it yet. Im sick of repeating the situation every time we call and get someone different Then the person on the phone gives us their name and says we will call you back within two hours. They never call back and when we call them back they say sorry noone here by that name and we start over again! Im sick of hearing the part has been ordered when it hasnt. Its now Friday so part isnt getting ordered until at least next week which is going into a month later now! We request to speak to a supervisor and they say none are available. I feel we have been scammed.

  

  Business Response

  Date: 08/21/2024

  Thank you for bringing this to our attention. I want to express my sincere apology for the frustration and delay you have experienced with your open claims. We understand how important it is to have a smooth and satisfactory customer journey when you have an ongoing claim.We have been advised that the repair was completed in its entirety, please reach out to us at ***************************************** if you still have issues with the claim. Again, we truly want to thank you for being a Super subscriber, and hope that we have the opportunity to earn your trust going forward. 
  

• Initial Complaint

  Date:07/31/2024

  Type:Customer Service 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 purchased a Trane air conditioner through Platinum Home Warranty in January of 2023. When my warranty expired in April, I did not renew. In June of 23, my new ac was unable to cool my home lower than 83 during the heat of the day and they did send someone out and put Freon in and it was better. Now we are a year later and the ac will not cool the home lower than 83. I believe that the unit has a leak. Platinum home will not do anything to help me with the unit they sold me that is not working correctly. I have reached out to ***** who referred me to Reliance who came out and charged me $250 for a relay switch but nothing is better. Than I called ****** and sons who came out and diagnosed that perhaps the unit was installed incorrectly and referred me to reach out to the installer- Sunstate whom Platinum Home hired to install the unit. Sunstate came out last week was supposed to come back today but has not come and is not returning my calls. My next complaint is regarding them. So I believe that Platinum home should be doing more to support me since I purchased this unit from them. All I am getting when I call for help is that they cant (wont) do anything since I dont have a current home warranty. I am unable to speak with anyone other than a phone rep who sets appointments.

  

  Business Response

  Date: 08/01/2024

  Thank you for bringing this to our attention and would like to express my sincere apologies regarding your **** system. We understand how important it is to have a fully functioning **** system especially here in the ** summer months, with that said Platinum Home Warranty offers a complimentary 1 year warranty on service, with every **** unit sold, which expired 1/2024. As you mentioned in the complaint, you chose not to renew your policy in April of 2023. The **** unit has a 10 year warranty through the manufacturer - Trane. Sunstate Heating & Cooling hasn't been working with us for few months now, but we do have service providers we currently work with we can provide the contact details for. Again, I want to apologize for any inconvenience and frustration experienced.
  
  

• Initial Complaint

  Date:07/19/2024

  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.

  > ************* request ****** on July 7th. HVAC had stopped working and house was at almost 100 degrees > Home Warranty only sent out technician on July 11th (4 days after request submitted)> Technician did not have part and submitted his report to the Home Warranty Company July 12th > It is now July 19th and despite multiple calls to the Home Warranty company they keep telling me they are reviewing the claim and someone will call me back but nobody does

  

  Business Response

  Date: 07/19/2024

  Thank you for bringing this to our attention and would like to express my sincere apologies. I understand how important it is to have a smooth and satisfactory customer journey while using our services. We have received the diagnosis from the service provider and it has been approved, and your appointment is scheduled for Monday July 22nd. 8:00 am -12:00 pm. Again, I want to apologize for the frustration experienced, and hope we can regain your trust in any future claims you may have.

• Initial Complaint

  Date:07/16/2024

  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.

  My 81-year-old mother's recently purchased home has been uninhabitable since 6/26/2024 because of a malfunctioning air conditioner that is covered under her home warranty purchased from Platinum Home Warranty. I reported issue to business on 6/27/2024. Platinum's contracted HVAC company dispatched 4 times in an attempt to fix AC (a five-year-old unit) and have not been successful. The most recent service call was on 7/12/24. I called Platinum on 7/15/2024 (they are closed on weekends) to report that the issue was still unresolved. I stated that I did not want the same HVAC company to come out again, as they have been unsuccessful to date and requested that I go out of network to use my own HVAC company. The phone rep said she'd put in a request and let me know by the end of the day. They never called. I called this morning, 7/16/24 for a status and was notified that my request was denied. They initiated NO action, e.g., coordinating with me on next steps. I was informed that the earliest they could come out again is Friday 7/19/24 and they would reimburse me for up to $150 if I wanted to buy a portable AC unit for my mother's home in the interim. My mother's home is over 2000 square feet, and they said it would not coo her home. I told them that my mother has been staying in my home for nearly three weeks. She has been very upset and that if she hadn't had the ability to stay with me, she'd probably be dead by now. I insisted that they send someone today or let me go out of network as this issue has been ongoing. I was told that this isn't possible. I was also told that I could not speak to a manager or anyone in charge of approving requests. I am furious for their lack of regard for my mother's wellbeing and for their lack of responsiveness to this critical and COVERED issue. I would like my mother's AC fixed or replaced immediately or I would like them to reimburse an out of network HVAC company to do this if they cannot.

  

  Business Response

  Date: 07/18/2024

  First and foremost, I want to express my sincere empathy for the frustration and delay you have experienced while using our services. I understand how this was distressing, as are concerned for  your mother's health.  We have received the diagnosis from the service provider and it has been approved, and your appointment is scheduled for July 24th, 8:00-12:00 pm. to revisit your home and complete the repair. We thank you for your patience and look forward to having your issue resolved as quickly as possible. Again, I want to apologize for the frustration experienced, and hope we can regain your trust in any future claims you may have.

• Initial Complaint

  Date:06/18/2024

  Type:Product 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 to cancel my warranty. I was on hold for 20 minutes but no one answered the call. The call abruptly ended. Please cancel my homeowner policy for the property located at ******************************************************************************** and send the check to ************************************************** **********, AZ *****.

  

  Business Response

  Date: 06/20/2024

  Thank you for bringing this to our attention. It appears there was a glitch on our end, and we sincerely apologize for being placed on hold and having the call dropped. We take our customer experience very seriously, and our agents work diligently to answer all calls that come in. Per your request, your policy has been canceled. Again, we want to apologize for any frustration you experienced.

  Customer Answer

  Date: 06/20/2024

  Hi There,
  
  
  Please confirm that you will send a check to 
  
  
  220 oak ***** **** or *********************************
  6542 E *****************
  **********, AZ 85254
  
  
  Sincerely,
  
  
  *********************************
  ************
  
  

  

  Business Response

  Date: 07/02/2024

  Thank you for bringing this to our attention. It appears there was a glitch on our end, and we sincerely apologize for being placed on hold and having the call dropped. We take our customer experience very seriously, and our agents work diligently to answer all calls that come in. Per your request, your policy has been canceled. And your check will be sent to the address you requested .Again, we want to apologize for any frustration you experienced.
  
  

• Initial Complaint

  Date:05/15/2024

  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.

  Complaint filed mid-April. Tech went to home to inspect the ** unit 4/26. I have been waiting for resolution for 2 weeks now. Property has been without AZ for a month. I have been trying to escalate claim with warranty company and to speak to a manager for 2 weeks now, No sense of urgency on the matter. Different answer/update every time I call customer service. Manager is never available when I request. I need this claim to be escalated and I demand resolution as soon as possible

  

  Business Response

  Date: 05/16/2024

  Thank you for sharing the details of your complaint *****, and I apologize for the experience you've had with regards to this claim so far. We internally escalated this case yesterday, and my colleague has been working to get a resolution for you. Having reviewed the latest details on you case, I can see that the repairs have been approved, and you've accepted the **** Please work with the service provider to coordinate install appointment at an convenient time for you. Again, please accept my sincere apologies for any inconvenience or frustration faced when working with us on this matter. 

  Customer Answer

  Date: 05/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:05/13/2024

  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.

  I have been a customer of ********************** for ** years. In that time, I have never had any complaints. I recently renewed my membership on March 25, 2024. On April 12, I got my annual maintenance for my **. Three days later, I got an out-of-pocket request for $998 for freon and coil cleaning. I called them on April 15th, 19th, 22nd, 23rd, 25th, 26th, and 29th to discuss the costs. Each time I was assured someone from the claims ***** would call me back. I never received any calls. Since the initial maintenance visit, I contacted two other ** companies to provide their estimates of work to be done. They both said that the system had a leak in the coils in the attic unit. They said that adding freon would be expensive and worthless because the coils are so rusted, they cannot be cleaned. This would make the leak worse. I wanted to talk to the claims manager about this issue, since the work they recommended would not be possible. Per my contract agreement, if repairs are not possible, they (PHW) would buy out the ** contract for up to $2000. I am requesting that PHW finally respond and come to an agreement about my ** contract. It is the least they could do for a customer of 14 years.

  

  Business Response

  Date: 05/16/2024

  Thank you for sharing the details of your complaint ******, we appreciate the opportunity to work with you on this claim and resolve this. Firstly I want to apologize for the delay in communication you've experienced - my colleague has now given you a couple of calls to provide an update on the status of your claim, and we have resolved an issue with our phone system that we experienced this week. We have internally escalated your claim to move this along more quickly, and my colleague ***** will continue to work with you to get this claim resolved. 

  Customer Answer

  Date: 05/17/2024

  Here is the response I sent to ***** on 5/16.

  My husband and I have decided not to have the coil cleaning recommended by Just Better AC. We have now had 3 other estimates for our AC unit, and not one of them recommended cleaning the coils to solve the freon leak. They all said it would make the leak worse over time. We have decided that spending another $500 on coil cleaning would be a mistake.
  
  Also,considering the problems we have had with Supers lack of responses in the last month, we do not trust the company to honor our contract with them and complete service work on time. We just cannot have our air conditioner go out during the summer months.  So we signed a contract with another AC company yesterday to have a new unit installed next Tuesday.
  
  The main reason for renewing our contract this year was for any AC repairs. Since we will not be needing those now, we are also canceling the contract we renewed on March 25, 2024. Please send us a check for the renewal amount of $425. If we would have known that our contract would be with Super and not Platinum Home Warranty, we would have not renewed it. We were very pleased with PHW for the past 14 years. but this year as Super, the service (or lack of) has been horrible.

  

  Business Response

  Date: 05/20/2024

  Thank you for taking the time to express your concerns. I sincerely apologize that your recent experience was not up to your expectations. Platinum has been part of the Super family of home warranty businesses since 2022, and we take our customer experience very seriously, so we have passed your feedback onto the relevant teams regarding the communication issues faced. Your plan, coverages and decision made for any claim would have been the same whether handled by an agent who originally came from the Super or Platinum team, but we do recognize there was opportunity to communicate updates and move the claim forward more smoothly, and for this we want to apologize. If you decide to cancel, we're of course disappointed we cannot continue to support your home case needs;. We appreciate the opportunity to have taken care of your home warranty needs for the past 14 years.

  Customer Answer

  Date: 05/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution to refund my renewal fee in 7 to ******************************************************************************  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:04/19/2024

  Type:Sales and Advertising 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 3/29 our hot water heater blew up and there was 73 gallons of water spraying at the drywall that connects to our 3k square foot home that is all hard wood flooring. Despite shutting off every water valve inside and out, the 73 gallons of pressurized water in that tank wouldn't stop spraying out of the side of the unit. Knowing there was already the beginning of water/flood damage occurring my husband called platinum. The solution they provided was they could try to get someone out in 72 hours. Knowing the extent of the damage that had already occurred and would continue he tried to express the emergency situation in which the woman on the phone could have cared less. In the mean time I was calling plumbers and did get Rooter Ranger and they were able to get to our house in less than ********************************************************* but wasn't sure why she was calling me back on 4/10. I helped to remind her of the situation and she said I should have shut the water off to my house and to the water heater. I DID... She then advised that they don't cover anything outside of their service and also don't cover secondary damage. so flooding my home, ruining walls and flooring to utilize their service in 3 days however, they won't cover that damage. If it was just not getting hot water to the home for 3 days I understand. We had an active flood in our home in which they feel is completely fine. We have had this warranty for nearly 10 years and this is the service we received. Without any attempt at a service recovery plan.

  

  Business Response

  Date: 04/24/2024

  We sincerely apologize for the frustrating experience regarding your water heater. We understand that your situation was not a pleasant one, and we acknowledge that the outcome is not perhaps one that is desired. As the claim was canceled, we did not have an opportunity to provide you service in this instance, and we do have emergency protocols in place to ensure expedited service to those customers with active leaks or other emergency situations. From our call records, we show a number of calls attempted to be made to you on 3/30 to get this resolved with you, where our agent left voicemail messages as they were unable to get through to anyone. As per our policy terms, Platinum would not cover any damages caused by secondary damage such as water.
  We sincerely hope this helps to clarify. Our goal is to ensure clarity and transparency in our interactions.
  We truly want to thank you for trusting Platinum with any future claims.