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:01/26/2024

  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.

  Claim #1 - Washing Machine Refund (Initiated July 2023):In July 2023, I submitted a claim for a washing machine reimbursement in the amount of $317.89, which was approved by Platinium Home Warranty. Despite receiving checks in July, August, and September, all of them had the WRONG name. I have repeatedly brought this to the attention of Platinium Home Warranty and requested corrections. To date, the issue remains unresolved, and I have not received the rightful refund for the out-of-pocket purchase.Claim #2 - Pool Pump Replacement (Initiated October 2023):In October 2023, I filed another claim for the replacement of my pool pump, totaling $1400. Platinium Home Warranty issued a check for this claim, but similar to the washing machine refund, the check had the WRONG name. Despite multiple requests over six attempts to speak with a manager and correct the error, the issue persists. Furthermore, my pool has been without a functional pump for four months, and as a result, it is not only severely discolored but also non-functional. Platinium Home Warranty has refused to address additional repairs related to the pool pump, claiming no responsibility. This has led to additional costs for me to maintain the pool in a state where it is not fully functional, as it is not only severely discolored but also not operational by any means. Anticipated future expenses will be incurred to restore the pool's proper functionality.I kindly request the Better Business Bureau's assistance in mediating this dispute and ensuring that Platinium Home Warranty rectifies the following:Issue the correct refund for the washing machine purchase without further delay.Correct the name on all issued checks promptly.Address the additional costs incurred due to the damaged state of my pool, caused by the prolonged malfunction of the pool pump. This includes covering expenses to restore the pool to its proper state.

  

  Business Response

  Date: 03/13/2024

  Hello, 

      Unfortunately we had to attempt to send the checks out four different times. The first time they were made out to "*****" who lives at the premise and is on the account. She called in and then asked them to be made out to "****" instead. The second time the checks we're sent out, they were made out to "*******" because that was the original name listed on the account from when it was established. The third time we sent the checks out, they we're either lost in the mail or accidentally discarded as "junk" mail, which unfortunately it not uncommon. To our knowledge, the checks (4th time) have now been rec. and are acceptable. 

      As for any secondary damages due to the customer choosing to wait for any money(s) being mailed to them, per out Terms and Conditions:

  7. Injury, Loss or Damage 
  A. The homeowner acknowledges and agrees to not hold PLATINUM or its associates, liable for any personal injury, death or extraneous damages directly or indirectly caused by any heating, cooling, swimming pool, electrical, plumbing, security, or sewage system. This also includes any appliance, power tool or any attachment to any of the items listed in this contract.
  B. During the contract or warranty period, the homeowner acknowledges and agrees to not hold PLATINUM or any PLATINUM associates liable for any incidental, indirect, punitive, exemplary, and/or consequential loss or damage.

• Initial Complaint

  Date:09/26/2023

  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 obtained a warranty of 14 months from Platinum Home Warranty on July 21, 2022, which covered our home through September 21, 2023. On May 9, 2023, we contacted "PHW" and began our journey to get our refrigerator repaired. It began to leak and freeze in the back not holding the temperature correctly. A vendor of theirs "She'll Fix It" repaired it on two occasions stretching into September. Supposedly parts were not readily available. We limped through the summer with this malfunctioning refrigerator after the first attempt to repair failed. On September 20, 2023, the whole new kit was in and repair was made. It again failed. I have tried repeatedly to get ****** (the supposed *********** Head) to return my calls and help us work out a resolution as we now are out of warranty. She had originally assured me they would take care of us on this issue even if the repair of this particular issue passed the warranty time. I have tried to contact the repair company and PHW to help us finish a resolution and have received no response in 6 days. Could you please help us get some reimbursement for an appliance they failed to repair during the warranty period? We are now buying a new refrigerator as we cannot live with a leaking mess of our unrepaired refrigerator!

  

  Business Response

  Date: 03/13/2024

  Hello, unfortunately we tried to make the required repairs a few times, but we're forced to wait on parts. This was the last interaction with the customer via email. "Apologies for the late response. Upon review of your email, Platinum will decline the proposal you have suggested a value on a replacement was not approved. Platinum's decision was to send a second opinion to confirm failures. As stated in contract unit Limits & Liability ***************** Opinions: We reserve the right to obtain a second opinion at our own expense. A second Opinion was deemed necessary as the previous contractor (s) were unable to locate the cause of failure. As this option was repeatedly refused on your part we had no repair or replacement value available to us. Our records show we had even extended an offer for you to hire your own certified appliance contract to run a diagnosis as well, which was also refused. As explained to ************************ on a recorded line, we have $0.00 monetary value without a confirmed failure. As a courtesy, a monetary value of what Platinum has spent so far was offered as a cash settlement as repeated refusals to run a 2nd opinion and OSR was made by *************************. Platinum had spent $457.68 in attempted repairs. We offered to return that amount to you. At this time a second opinion is off the table as the contract has now since expired and the 30 day recall period has expired as well. This too was explained on a recorded line. At this time we will be issuing a cashout settlement in the amount of $457.68"

• Initial Complaint

  Date:07/31/2023

  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.

  Filed a claim for washer repair. Paid $75 to file said claim. A repair company was contacted to diagnose the issue. They concluded the washer needed repaired in shop. After attempting to schedule the pick up of my appliance they said theres no ETA for part and will not pick up until part is in their possession. I have attempted to reach resolution with PLATINUM HOME WARRANTY to either contact another repair company or offer a cash out option for the repair so I can stop spending a fortune at the laundromat. We are a family of 5 and its terribly inconvenient to visit a laundromat for weeks on end. We are suffering because PLATINUM HOME WARRANTY has a not my job, not my problem mentality. I have been told several times I would receive a call from someone to no avail. I keep calling and getting the same answer, I will have someone call you. Im fed up. This company is horrible and after having them for a year in no way will I consider renewing my policy.

  

  Business Response

  Date: 03/29/2024

   thank you for taking the time to share your experience regarding your claims for your washer. We received the diagnosis from the technicians report that was stated the part needed was no longer available. Platinums ************* offered a few options for you - A cash out  for the washer, or a full washer replacement. You chose the new washer replacement - which was installed within a week from making a decision. Again, we want to apologize for any  frustration you may have experienced.

• Initial Complaint

  Date:07/14/2023

  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.

  After my home warranty being sold to a company without me knowing until my charge had almost doubled failed to communicate with me properly they were overcharging my account and after months of running around I received message that said I was cancelled from Homeserve. I was shocked to leave me in this position but they continued to draft my account. After filing ******************** complaint against them, they are trying to tell me I didn't contact them but I have plenty of proof. Not minutes later I noticed a charge on my account from **********************. Zero knowledge of them and I then receive an email from Homeserve saying Super bought my warranty. Mind you it was cancelled. I can't get anyone to take accountability for leaving my family in the position as well as continuing to draft my account without my consent. I have months of emails, screenshots and communications to follow up with. My next step is filing fraud with both companies. I need my account removed and refunded in full.

  

  Business Response

  Date: 07/17/2023

  Hello, 

      While it is very regretful to hear of this customers/ owners experience, this is not our company. We are neither Home Server Home Warranty or Super Home Warranty. We are on Platinum Home Warranty and we only provide services to the great *******, ** metro area. 

• Initial Complaint

  Date:05/23/2023

  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 have a home warranty with Platinum. They replaced a water heater and their contractors also arranged to do water damage restoration. One of the contractors they arranged caused damage to an adjacent water filtration system. I have brought this to their attention, but they are ignoring the situation and are no longer returning any calls or emails

• Initial Complaint

  Date:02/21/2023

  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 had this home warranty for 5 years now and for some reason this time has been the worst experience with Platinum Home Warranty. On morning of 02/10 I realized that hot water was not coming out of the shower so I reported this with the warranty company, due to Super Bowl weekend I was told they didn't have anyone available until 02/14. Technician showed up and said he had to order a valve and will be returning 2/15 to replace it, he returned 2/15 with no tools to do this work, my father went through his tool box and luckily found something for tech to use. On this day he reported that he had to replace the faucet, order it and should have it ready 2/17. On Friday 2/17 I called the warranty company to complaint about their unprofessionalism and lack of communication with their clients, They knew that I had a house full of out of town guests from when I reported this issue on 2/10 and it was extremely important that someone was sent as quick as possible. All I was told was: well you are now re-scheduled for Tuesday 2/21 due to the Holiday 2/20. I was told technician should arrive between ****pm, as of right now 2:49PM ******* time on 2/21 no one has bothered to update nor provide any status. I called the office and requested to be placed in contact with a manager. I was told that she would pass my info onto a manager and should receive a call soon. At the very least I am I requesting that they refund me the $75.00 deductible that I was charged for when I called 2/10 and this repair gets resolved ASAP with better communication process. If this company is trying to use their internal staff for all reported issues instead of seeking help with contracting out sources they will loose many clients.

  

  Business Response

  Date: 03/06/2023

  To whom it may concern,
       We are very sorry that it took longer than expected to complete this repair. The technician arrived on 2/14 and determined the issue to be the water cartridge. Unfortunately he did not have this specific one on his truck (as there are many kinds). The tech then returned 2/16 with the new cartridge only to find while trying to replace it that the set s**** was stripped and not coming out, being original to the house. So he then had to drill it out, damaging the handle. The tech was able to replace the cartridge so the owner at least had hot water and was able to use the shower. The tech then had to return one last time on 2/22 to replace the shower handle he needed to order after damaging the original one during the repair. 
       Because this was unfortunately drawn out much longer than what is normal for us and for having to inconvenience the homeowner, I have submitted for her service fee to be refunded to her via check.
  
  

  Customer Answer

  Date: 03/06/2023

  
  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:02/14/2023

  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.

  Platinum Home Warranty has collected various fees from us ($595 warranty fee, along with a $75 fee per service call) and not provided or finished service calls. They've neglected to send out tecnicians (after saying they would) then responded with various stories (one saying I canceled my service request and thats why they never sent anyone - which never happened). Our washer broke and the technician they sent broke a piece off the back by zip tying a tube (he admitted fault), then let us know that the piece he broke was no longer manufactured and we would need a new washer...but Platinum refused to pay for the new washer and instead faulted us for the broken tube (regardless of the technician admitting he broke it). You can only speak to one supervisor named ***** about ANYTHING, I've called daily, weekly and even emailed ***** several times and he refuses to speak to me or finish our repairs. Our washer claim was put in back in November and is still not resolved. We've paid the service fee $75 to have our dryer fixed, same technician came out, thought he fixed it, but it broke again the next day, he said it needed a new power cord and would order it within a week. This was over 3 weeks ago, we still don't have a working dryer and EVERYTIME I call and speak with Neyali (receptionist from Platinum Warranty) she's says ***** is busy and will leave another message with him because only ***** can decide what service orders are place and when. She also mentioned that ***** is waiting to talk to me about our washer claim before he fixes our dryer...but refuses to answer my emails or *************. He also mentioned in the first and only email he sent, that he saw my negative ****** review. Which is further proof that he's refusing to provide a service we paid for because he didn't like my truthful ****** review.

  

  Business Response

  Date: 02/22/2023

  Per notes of the call between ************ & ****** (Platinum Home Warranty)- call w/ Ms. we went over coverage and I let her know the cord is an external item, that is not covered under the warranty, she debated for a bit but came to understand, i did review verbiage with her. We reviewed the denial on the washer and I let her know we have the recording from the Mr. stating he replaced the part that ultimately caused the failure. we are honoring the cash out that was offered on the Washer, she did state they have already purchased a new washer and that they have a 2nd dryer that they moved into the house". The reimbursement in the amount of $238.00 was submitted as well. 

• Initial Complaint

  Date:12/27/2022

  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.

  Weve had a policy with Platinum Home Warranty for 4 years now. The compressor went out in our ** fridge in the beginning of August 2022. We filed a claim with Platinum and since then weve had 3 techs come out and the compressor and main motherboard have been replaced 3 times with no resolution. They even had a certified ** tech come out and they confirmed all parts had been replaced the fridge was unfixable. Our policy states that if something is unfixable it will be replaced or the client will be be paid out. Platinum is now telling us there is nothing else that can be done and that they wont be replacing the fridge in any way. I have paperwork from Platinum stating that it is unfixable and they are still refusing any coverage. My wife and I have tried contacting a supervisor or manager many times and never get a call back and have gone weeks without a representative calling us back. I just want them to honor their policy and the warranty that I paid for.

  

  Business Response

  Date: 12/28/2022

  To whom it may concern,
       We have advised ************ that there is unfortunately nothing further that we can do as this needs a certified ** technician to make the repairs. Also we have advise ************ multiple times that the unit is under warranty from ** and per the Terms and Conditions, he would need to go through ** while the manufacturer warranty existed. 
  

  From ** rep.
  Hi! This is ** Technical Support.
  To whom it may concern.
  We are here to inform you that ***********************, is in warranty for 10 years for compressor and 5 years for sealed system parts and 1 year for any parts and labor with ** for his refrigerator with model number LNXS30866D.ASBCNA0 and serial number ************.
  The start date of the warranty is 04/28/2017 and the end date is on 04/28/2027.
  Thank you and have a great day!
  

  PHW Terms & Conditions
  2. Coverage Terms and Conditions
  E. Other Warranties & Insurance: Before using this contract, it is the homeowners first obligation to seek reimbursement or service from homeowners insurance, manufacturer warranties, distributor warranties, or contractor warranties.

• Initial Complaint

  Date:12/22/2022

  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.

  New HVAC installed in March 2022. Initially, I complained about foul odor coming from unit.Now that the temperatures have dropped, I have turned on heat. To my surprise it randomly shuts off and blows cold air before heating to desired temperature of 75 degrees. A technician came out on 12/13/22 to advise the coils are thawing and it is cycling. On 12/19/22 I called to follow-up on a resolution. Tech was scheduled for 12/20/22, however, I was not available and Platinum Home Warranty scheduled tech for 12/23/22. Yesterday evening, Platinum Home Warranty called telling me my appointment has to be rescheduled for next Thursday 12/29/22 due to no technicians available. This morning 6:00 a.m. I awoke due to cold air blowing from this unit. Outside temperature 37 degrees.

  

  Business Response

  Date: 01/04/2023

  To whom it may concern, 
          We have now sent two different vendors and technicians to this property. Both times the technician said that the unit was working as it was designed to (which is why we sent the second opinion to be sure). The way an AC is designed is that when it first kicks on, you get a slight blast of cooler air as it circulates the warm air through the vents and ultimately pushes the sitting cold air out of the vents. The last technician that was out did show ****************** the temperature split coming from the vent as the heat was on and was perfectly where it was supposed to be on the infrared monitor. Ive added the notes from the 2nd tech for reference. 
  

  Freedom Refrigeration -- tech states the unit is working properly and he showed the customer proper temp splits, and the customer asked why there is cool air sometimes. Tech *** explained the cycles for defrost and how heat pumps work, and the customer wants to know why it doesn't have Heat Strips for assisted heating. *** explained to the customer that it's an aftermarket addon that he can look up, but Electrical would need to be added and run and lots of extra costs so would be a costly addon. Customer told *** he wants closure on this and will consider what hes learned now.
  
  

  
  

  Customer Answer

  Date: 01/05/2023

  
  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. 

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

  
  

• Initial Complaint

  Date:08/18/2022

  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 Platinum Home Warranty for service of my 2 Ac units. They had a timely response and stated they fixed the problem on 7/22/22. After this, the ** stopped working. I called again for this to be fixed. The tech came out again on 7/26/22. I was told that the condenser coil needed to be cleaned which was an extra 325$. I agreed, he fixed it. After this, I noticed water starting to leak into my home from the **/water handler. I immediately call the warranty again stating the ** was leaking and causing damage to the interior of my home. They made it a point multiple times to state secondary damage is not covered and none of this is their fault. They agreed to send the tech back and he evaluated the ** and water handler and stated it was due to the rain storms and not due to the **. I then had a contractor come out and pull up my damaged floor boards and evaluate if this was a leak from the ** or then from the rain storms. The contractor stated there was an obvious leak from the water handler and this was clearly the cause of the leak. I called platinum again and asked for a supervisor. I was told I would get a call back but this took days. I sent them videos of the ** water leak and never received confirmation of receiving it until I called them and asked for another resolution to the problem. We turned off the ** at that time and the water leak stopped. It rained multiple times and there was no leakage into the house. I finally received a call back by ******, a supervisor, and he states they reviewed the case and will be sending a 3rd part to evaluate the problem. The 3rd party service came and quickly diagnosed a clog of the drain and fixed it but charged 40$. They were shocked the prior tech wouldnt have diagnosed this and agreed this would cause the water leak. I have now called ****** 3-4 times. I finally reached him and was told it is not their fault. It was not the tech's job to check the drain. I am now left with thousands of dollars of damage.

  

  Business Response

  Date: 08/18/2022

  ****************** did call into our office today (8/18) to say that "he just wanted to leave a message and state that he appreciates all the efforts it took to try and figure out the odor issue and is now happy with the outcome with ******** (our vendor). He just came to the realization it was due to the monsoon season and wants to thank us and that we were great". He then requested to be transferred to sales for renewal. I genuinely hope that ****************** is happy now and we look forward to be able to help him with any needs moving further since he decided to renew after all of this. 

  Customer Answer

  Date: 08/19/2022

  This response is nothing to do with my complaint. 

  

  Business Response

  Date: 03/06/2023

  To whom it may concern,
        As the owner had stated, the issue was due to a clogged drainage line. Unfortunately there is no way to physically see if the condensation drainage line is clogged because it is a white opaque PVC pipe. Also, it is not an item we cover per our terms and conditions and would not normally check. Clearing the drainage line on an HVAC unit is unfortunately considered a part of the year check up that all homeowners should do as a part of their yearly maintenance to prolong the life of the unit and help prevent any instances that could occur, such as this. 
  

   

  Platinum Home Warranty- Terms & Conditions

  11. Heating and Air Conditioning
  Not Covered:
  Maintenance, dirty coils, cleaning of condensate lines, drains, blowers, ducts, and/or furnace parts.