ComplaintsforSuper Home, Inc.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On April 12, 2024, Super Warranty sent a repairman to fix the freezer portion on the fridge. Based on what I was explaining and his initial review, he mentioned that my compressor may be going bad but he does not know how to fix that and cannot right now. He mentioned that he will work with his colleagues that do know how to fix this issue. On 4/15/24, Super sent me a text message that they received a report; it is being reviewed and there will be an update the next business day. Two weeks later, I called Super to check on the status and I was informed that the claim is still being reviewed. I called a few days later and this time was told that they are waiting on some things from the repair guy to order the parts he requested. I proceeded to express my concerns that they should reassign the job to another technician /company if this one is being unresponsive. In early May, I called and requested to speak to a manager. The representative took my information and concern and said they would call me back. I requested compensation because both the freezer and fridge sections (the entire refrigerator) are no longer working and I had to throw away all the food. I have not received ANY calls or communication from any manager at Super. I was informed that the parts would be sent to the technician that visited my house in April and should have arrived on 5/8/24. I received a text from Super on 6/10/24 that over the next few days someone will reach out to me to schedule a visit. That is now over 2 weeks and I have not received any contact from anyone. I had to purchase a mini fridge, eating out way more than I have ever done, disposed of all meats, condiments, etc. and wasted a lot of money.

  

  Business response

  07/02/2024

  First and foremost, I want to express my sincere empathy for the frustration and delay you have experienced while using our services.We understand how important it is to have a smooth and satisfactory customer journey.
  The contractor confirmed that the job was completed yesterday, 07/01. If you should experience any issues with your refrigerator, Super will warrant a repair service for sixty (60) days from the repair completion date. Should the failure of that item occur within sixty (60) days, we will not charge you another service fee. We look forward to regaining your trust with us by providing you with a quality service for any future claims.
  
  

  Customer response

  07/03/2024

   
  Complaint: 21898130
  
  Thank you for expressing your empathy. But can you please update your records to show that the work was completed on July 2, 2024. 
  
  I am rejecting this response because:

  1) You have not addressed why the work was not completed in a timely manner. Why did it take over 2 months after the initial visit to fix the issue? 
  

  2) What additional compensation are you offering? I have paid the trade fee, bought a mini-fridge, suffered financial loss, the time spent focusing on this issue, and the work needed for cleaning and disinfecting the appliance after sitting in a heated temperature due to malfunctioning. 
  
  Thank you extended the service warranty but that is not sufficient. 
  
  Sincerely,
  *******************

  

  Business response

  07/08/2024

  The Refrigerator claim was created on April 8, 2024, and Im showing that Dexterous Appliance went to the home to diagnose it on April 12, 2024.Super usually receives the diagnosis and estimate within ***** business hours after the initial visit. (Diagnosis received Apr 15, 2024).Once the diagnosis is received, the claim is sent to our Authorization team for review (This can take ***** business hours). A coverage decision is made based on the diagnosis (failure and cause of failure), contract coverage, and limitations.If the claim is approved, and if parts or equipment are needed, the claim is then sent to our Procurement team to source the parts/equipment. (Sent to procurement Apr 23, 2024) This is usually a same-day process but can also take ***** business hrs.On May 3, 2024, the parts were delivered. However,  sent to the wrong address.The old parts had to be retrieved and returned to the supplier and new parts had to be ordered. On June 10, 2024, Dexterous Appliance confirmed that they had the parts.Dexterous Appliance also advised that this job required 2 technicians, which had to be coordinated.As a courtesy due to the inconvenience, Super has refunded the $95 co-pay. However, as stated per your policy, Super is not liable for failure to provide timely service due to conditions beyond its control, including, but not limited to, delays in obtaining parts or equipment and labor difficulties.
  General Exclusions. This Plan does not cover: Secondary, consequential, or incidental damages resulting from the malfunction of any covered item, such as, but not limited to, food spoilage, loss of income, utility bills, additional living expenses, or the restoration or repair of walls, ceiling, flooring, cabinets, countertops, or painting.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My home has no AC for 102 weeks due to this super home warranty Long wait times: i have experienced extended wait times when trying to reach customer service representatives. Unresponsive support: receiving no response or delayed responses to their inquiries or claims. Lack of transparency: i have felt that information regarding coverage, claim processing, and policy terms was unclear or difficult to obtain. Difficulty in claim processing: I faced challenges in getting their claims processed, including repeated requests for documentation and unclear communication about claim status. Poor communication: i have expressed frustration with inconsistent and unhelpful communication from customer service representatives. Limited coverage: i have found that their claims were denied or that certain items were not covered under their warranty, despite expectations otherwise. Difficulty in canceling policies: i have encountering obstacles when attempting to cancel their policies or obtain refunds.

  

  Business response

  06/26/2024

  Good afternoon Narendra,
  
  Thank you for the inquiry--as the concession ($335.91) and the refund ($153.10) are being billed from different accounting systems, they will appear as two different checks. However, if you continue with the cancellation request, we can make every effort to ensure that they are processed concurrently. 
  
  We sincerely hope this helps to clarify. If further clarification is needed, please don't hesitate to let us know. As always, we're here to help. 
  
  
  Regards,
  Super Executive Escalations Team

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a claim to Super home warranty because my AC stop blowing cool air. They dispatch a contractor on May 10 who reported the coil needed to be replaced and would submit the claim back to Super for approval. I called for a status update on numerous days and never received a response. On May 21, Super had worked w/ the **** contractor to change the claim report so that it would be denied. Super claimed it was denied due to the Air handler was installed incorrectly causing a leak. I tried contacting them numerous time for an appeal since the **** contractor never reported this. I was promised a manager would call to respond and provide my options. I did not received a call until May 31 and it was just a regular staff name ****** instead of a manager as originally promised. She was not able to explain the denial reason and referred to e-mail that she sent nor did she know why a manager could not call to explain the denial. The original air handler was installed by a Professional from A&H (document included). A home inspection was performed when the home was purchased and no issues where reported regarding the **** system. The **** system have been service regularly with no reports of incorrect installation. Super refuses to have a 2nd opinion. I hired a 3rd party **** contractor on my own who reported the Air handler installation is not the issue, it needs to be replaced. Super keeps on changing the story each time to talk to a rep to deny the claim. They are not meeting their contractual obligation. I am requesting that a manager contact me to resolve this issue and fulfill their contractual obligation. I have all the document to support the **** was installed by a professional, it passed inspection, and a 2nd opinion **** contractor indicating it was an issue with the air handler that requires to be replaced.

  

  Business response

  06/05/2024

  Thank you for bringing this to our attention, I apologize for the challenge faced in getting a satisfactory resolution to your claim. From the notes on your case, I see that my colleague has reached out to you offering a 2nd opinion to get a second diagnosis on this claim, and has also offered $150 concession towards temporary cooling options, such as a portable AC unit. They will continue to work with you to reach a solution as quickly as possible. Again, I want to apologize for the frustration experienced and look forward to regaining your trust with Super by providing you with a quality service for any future claims.

  Customer response

  06/08/2024

   
  Complaint: 21787899
  
  I am rejecting this response because:  This issue is moving on to the 4th week and we are no closer to a resolution.  We have requested to speak to a Supervisor or manager at least 8 times and was promised someone would contact us, but no manager has done so.   Each contact /w Super has a new denial reason that have been proven false by a professional.  We have hired a 3rd party HVAC to avoid any bias.  The contractor noted there 

  
  Sincerely,
  
  Weng Man ***

  Customer response

  06/24/2024

   

  Super's decision to deny the claim was based on incorrect and misleading information.  One of the examples includes stating the * trap was missing - the **** contractor was able to verify there is a * Trap installed and it has nothing to do with **** not working.

   

  Super reported air handler was installed incorrectly.  This is not true.  It was installed by a professional **** and we do have the receipt.    A 2nd **** contractor that Super hired (Comfort Air Specialist) and a separate **** contractor that we paid on our own further reported the Air handler is installed correctly in a small space on raised beams, not touching the ground.  It cannot be installed any higher due interfering with the other fixtures including the roof beam, air duct and existing pipes (see picture).  Both Contractors reported the issue to be a defect in the coal which lead to the freon leaking out (see dye test picture).  The solution would be to replace the entire air handler.

   

  Super continue to refuse our request to speak to a manager and have intentionally delay the process by weeks going onto months until they can coerce/collude with their shady contractors to change the findings.  Instead of a manager, we were routed to a "Super Executive Escalations Team" on the phone which lead to a quick "good bye" so you can't speak to anyone on the phone.  

   

  Super fails to fulfil their contractual obligation, denied us proper due process, refuses our request to escalate to a manager, and blocks us from contacting their number by automatically hangup when we call and making up denial reasons that are not supported by an **** contractors.

   

  We are requesting Super to stand by their contractual obligation for a fair resolution and for a manager to give us a call to resolve this issue. This has been going on for over a month,  The family including a child had to endure 90+ temp inside the home due to Super not addressing the issue.  I can be reached via phone *************, and requring to talk to a manager.  

   

  Weng Man Lam 

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of the transaction: February 2024 The amount of money you paid the business: $700 What the business committed to provide you: Home warranty coverage for major home systems and appliances, including the air conditioning unit.What the nature of the dispute is: The air conditioning unit broke down, and despite filing a claim promptly, the company delayed and ultimately denied the claim on the grounds of surface rust.Over the next month, I made at least ten calls to their customer service. Each time I was assured that someone would get back to me, but no one ever did. For 20 days, they worked on finding a reason to deny my claim. Each call was met with vague and unclear advice, promising follow-*** that never happened.Account/order/tracking number:Claim Number: ****** If the issue involves advertising, when and where the ad was seen or heard:Super claims to provide comprehensive home warranty coverage, but my experience showed they spent significant time finding reasons to deny coverage for major repairs.Full BBB Review Title: Avoid Super Home Warranty - Unreliable and Time-Consuming In February 2024, I purchased a home warranty with Super for $700. The warranty was supposed to cover major home systems and appliances, including the air conditioning unit. When my air conditioning unit broke down, I promptly filed a claim (Claim Number: ******). My initial contact with Super was met with vague and unclear advice. Despite my repeated calls and follow-***, I was left dealing without air conditioning for a full month. For 20 days, they worked on finding a reason to deny my claim. Additionally, the equipment was certified in a legal statement to be in good working order by the sellers. Super claims to provide comprehensive home warranty coverage, but my experience showed they spent significant time finding reasons to deny coverage for major repairs

  

  Business response

  06/27/2024

  Thank you for bringing this to our attention.We understand how important it is to have a smooth and satisfactory customer journey, and were committed to making improvements based on your feedback.We received notification of your claim and were able to review the documentation.techs finding were lack of maintenance the condenser was quite dirty. As with all home warranty policies, there are occurrences that would be covered and those that would not be covered as per your terms of coverage. We understand that the outcome is not perhaps one that is desired, but we sincerely hope this helps to clarify .I want to apologize for the frustration experienced. We look forward to regaining your trust with us by providing you with a quality service for any future claims.
  
  

  Respectfully,

  Super Escalations Team

  Customer response

  06/28/2024

   
  Complaint: 21778406
  
  I am rejecting this response because:

  I must clarify that the issue with my air conditioning unit was not related to a lack of maintenance but rather to the evaporator coil springing a leak.
  I have maintained my system according to the manufacturer's recommendations, and the coil's failure is not something that routine maintenance could have prevented. Evaporator coil leaks are typically a result of wear and tear over time, not neglect or dirt accumulation.

  To suggest that the condenser being dirty invalidates my claim is an example of the company trying to avoid fulfilling its obligations. A house warranty that costs $700, and is presented as covering these exact issues should provide coverage for such issues, especially when they are unrelated to the state of cleanliness of the system. If every claim is denied on the grounds of "lack of maintenance," it undermines the value and purpose of purchasing a home warranty.
  
  Sincerely,
  
  ***************************

  

  Business response

  07/02/2024

  We understand your frustration regarding your claim, after reviewing your claim with the servicer and both reports stated the unit was extremely dirty - leaks can not be detected due to the unit(s) being dirty- therefore it becomes a non covered item. As with all home warranty policies, there are occurrences that would be covered and those that would not be covered per your terms of coverage "lack of maintenance is not a covered item. We sincerely hope this helps to clarify and again, I want to apologize for the frustration experienced. We have refunded your copay for the inconvenience you experienced and will work to regain your trust with us by providing you with high quality service for any future claims.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim with Super on 5/2/24 regarding my AC. They sent out a technician a few days later. When we received the quote, the company quoted us for a replacement condenser which included replacing all the electrical parts that connected to the condenser. According to the residential code enforcement we do not need all the electrical and other things on the list replaced because we currently already have a system, we are not adding a new one. We meet all of the current code requirements. Due to this, the company was overcharging us and refused to remove the charges. The company tried selling us a whole new system instead. We requested a second opinion and to have the $85 fee waived. On 5/17/24 were promised one by Super the following Saturday or Monday, to waive the $85 fee, and a call from the management team. We waited for the call as stated and it never came. We called back on 5/21/24 and again were told to wait 2 days for a return call. The call never came and neither did the second opinion. We are now entering week 3 and still have not received the new company technician or a management callback as promised. The only callback we received was from ****** who is not a manager like we requested. We have continued to call daily getting the same run around that the management team will call us in 24 hours. We are currently in 95 weather and have no solution in sight. We would like this resolved asap and our second company opinion as promised.

  

  Business response

  06/04/2024

  Thank you for bringing this to my attention. I sincerely apologize for the frustration experienced thus far - I do understand your concerns and that the temperatures are rising. However our team is working diligently to secure the parts needed for the repair, and have been in contact with you letting you know what steps are being taken. Our service provider will be reaching out to schedule a time that is convenient for you once they have all of the necessary parts. Again, I want to apologize for the frustration experienced and look forward to providing you with a quality service and regaining your trust with Super for any future claims.
  
  

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to lodge a formal complaint against Super Home Warranty regarding repeated service issues with my Miele Front Load Washer. Despite paying a premium for their service, I have experienced substandard repairs and poor customer service.Service Details:April 9: At Bay Appliance Repair, Confirmation No. ******.May 3: At Bay Appliance Repair, Confirmation No. ****** (related to #****** recall).May 9: Kerenza Appliance Repair, Confirmation No. 426919.Issues:Super Home Warranty sent At Bay Appliance Repair, one of the most poorly rated appliance repair companies in the ***********, with a 1.7-star Yelp rating and terrible customer service. They failed to resolve the issue and caused damage to the housing of the drain filter assembly. A second technician from At Bay acknowledged the incorrect installation and damage caused by the first technician. Despite photographic evidence showing the damage occurred during service, Super Home Warranty falsely claimed I caused it. I asked for a second opinion and ***** sent out *****************.******* confirmed the incorrect installation but closed the case without resolving the issue. My repeated attempts to speak with a manager have been ignored for two days, and I have no faith that Super Home Warranty intends to resolve this issue.I request immediate intervention from the BBB to ensure that Super Home Warranty permanently fixes the washer and compensates for the damage and inconvenience caused.Please confirm receipt of this complaint and provide a plan of action promptly.

  

  Business response

  05/21/2024

  Hello ********, thank you for sharing the details of your current issues with your washer claim. I sincerely apologize for the frustration and delays you've experienced it getting your claim handled. The current status is we are awaiting additional information from the technician regarding the diagnosis, and my colleague ****** will work with you to get this claim resolved appropriately and moved forward quickly. Regarding the servicer provider sent to your home, despite the experience you have had I do want to reassure that we have stringent measures in place to ensure that our network of service providers are high quality, professional and deliver great service, so I will pass your feedback onto the team who manages this network. Again, please accept our apologies for the inconvenience and difficulties faced - we appreciate the opportunity to make this right with you. 
  
  
  

  Customer response

  05/21/2024

   
  Complaint: 21721402
  
  I am rejecting this response because the issue hasn't been resolved and At Bay Appliance Repair has a horrible history. I've attached a photo of both their ****** and Yelp ratings, 1.7 and 2.2 stars respectively. There is no way Super can claim that they use the "highest quality" repair companies. Furthermore, At Bay Appliance blamed me for the damage which is a flat out lie. I have photos from right before they worked on the machine that shows the surrounding housing in good shape and then after it was cracked. I want Super to use a Miele authorized repair company. 
  
  Sincerely,
  
  *******************************

  

  Business response

  05/24/2024

  Hi *********, 

  Thanks for sharing this as well. My colleague ****** received your video this morning, and will review and come back to you asap with a resolution. I have passed on your feedback to our contractor relations manager regarding At Bay - their star rating from Super Home Warranty customers is much higher than what you have shared from online platforms, but we certainly want to ensure our customers have positive interactions and experiences with the servicer providers we work with. Please accept my sincere apologies for this experience and we appreciate you continuing to work with ****** to get this resolved asap. 

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an existing home warranty policy for my property that covers ****, I pay ***** per month ($760.80 Annually) for this policy. I also have a 2nd policy that I pay $72.56 per month ($870.72 Annually) . I filed an **** repair claim on Friday May 3rd (Claim# ******) and told them that was the only **** system in the home so that they can expedite the request. They sent a technician to check out the system on Monday May 6th and the technician sent in his report on Tuesday morning. I called Super home warranty about 5 times a day, and I was told my request was being prioritized and I will get a response shortly. Some agents hung up on me and sometimes I was just on hold for a long time and they eventually hung up. I even requested to speak to a supervisor multiple times and was told I will get a call back from a supervisor and the person handling my claim but I never got a call back till today.On Friday May 10th, I finally received an text and email stating that my claim was declined because my **** was not maintained. They showed an estimated repair cost of over $2,100 but said they will only cover $85 of that amount. I have an inspection report that shows that the **** system was purchased and installed in 2008 and the typical live span is 10 to 15 years. They **** was simply old and had exceeded it's expected life. It did not stop working because of poor maintenance. I pay monthly for my home warranty so that it can help with large unexpected repair costs. The **** is covered and my policy is active. Nothing in my policy states that annual maintenance of my **** unit is required for coverage. This is FRAUD.

  

  Business response

  06/27/2024

  Thank you for taking the time to share your experience, we sincerely apologize for the frustration you have experienced with your HVAC claim. We take our customer experience very seriously. the HVAC Claim was created on 05/03 (Friday afternoon), and ****** Air-Tex Services went out on Monday to diagnose the unit.The technician reported, I found a bad blower run cap. Found water in the secondary drain pan. I found the secondary drain pan rusted and started leaking water. Poured water down drain line, and drain was draining. I found the primary drain line cracked. I found the evaporator coil 100% dirty. Replaced blower run cap. Found condenser coils dirty.

  Per your policy;A.iii. General Exclusions. This Plan does not cover: Failure of parts or components caused by the lack of manufacturer recommended maintenance is not covered unless its a Buyers Coverage Plan and the condition pre-dated the effective date, was not known by the Plan holder, and would not have been detectable by a state certified home inspection or visual inspection and simple operating test.

  2.A. General Provisions: You are responsible to operate covered systems and appliances and perform any manufacturer-required maintenance on covered equipment according to the guidelines located in the owners manual.

  6.Exclusions and Limitations of Liability from Coverage: This Plan is intended to cover the costs to repair or replace your covered home systems and appliances when they fail due to normal wear and tear. (Your Unit failed due to the lack of maintenance)

  We apologize for the frustration experienced thus far, and we acknowledge that the outcome is not perhaps one that is desired, but we sincerely hope this helps to clarify. Our goal is to ensure clarity and transparency in our interactions
  

  Respectfully,

  Super Executive Escalations Team

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I use Super Home Warranty for my home and opened a ticket with them on April 1st 2024. They sent a repair company to do an estimate and approved a charge of my AC. A week later the issue remained and a tech was sent back to do a diagnosis. He suggested doing a stop leak, Super waited 2 weeks to approve this repair, and again it failed. The company sent someone out for a 4th time and determined it needed a new compressor. Super has yet to approve the work a week later leaving my family without AC in the Texas heat. I am now faced with having to pay out of pocket to have this work done as they have not handled this in a timely manner.

  

  Business response

  06/27/2024

  Tell us why here...Thank you for bringing this to our attention.We understand how important it is to have a smooth and satisfactory customer journey.
  
  We are showing that the claim was denied due to the lack of maintenance and marked resolved as of 05/15/24.As with all home warranty policies, there are occurrences that would be covered and those that would not per your terms of coverage.
  I apologize for the frustration and delay you have experienced while using our services.
  Due to your experience, I have refunded your $65 co-pay, depending on the bank, this should appear on the **** ending in 4113 as a credit in 3-5 days.
  
  We thank you for being a valued Super Home Warranty Family member.
  Respectfully,
  Super Executive Escalations Team
  
  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since 2006 I have had continuous Nations Home Warranty at my home at ***********************************. For years my monthly charge was $41.25 which was basic coverage and pool. Apparently in Nov. 2022, they were merged or purchased by Homeserve and on the payment starting 4/4/23 (with no email) increased to $74.58. Then on June 01-2023 my payments were being debited by Super for $74.58 . So almost doubled. And the payments are still active. However, I also have an email stating that none of my services would change. Last month I had an issue with my pool pump. When we called to have it checked, we were told that Super does not cover pools. That is the only reason I kept service that almost doubled. I am really upset that I basically have wasted over a year of monthly payments when they couldn't assist with the one item I specifically kept the warranty for all these years. And Nations had helped me a couple of times with pool repair. Since I was told my services would not change, I think I am entitled to a refund of all of my monthly payments since I was lied to about coverage and I also never filed any claims since I have had them. We fix all our own in house items. I am attaching a snippet of the email received about the same coverage. I couldnt upload the email but here is part of it: "in case you missed the letter, we're writing to ensure you know your home warranty service agreement with HomeServe has been transferred to Super, a home warranty provider. REST ASSURED, your benefits, limits of protection, and plan term remains the same, and your coverage continues without interruption.

  

  Business response

  05/06/2024

  We received notification of your BBB complaint. We sincerely apologize for any frustration that has been experienced thus far. When reviewing your policy, there are no current claims or active claims. Your policy is listed as Premium and in communicating with Homeserve, we understand they also do not reflect that you had pool coverage add-on with the Premium policy while they were the administrator. If you are needing pool coverage that is considered an add-on, and something that can be purchased and added to your policy. We apologize for any misunderstandings of your current policy. As the customer experience is our #1 priority, and hope to be given a chance to provide quality service for any future claims.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had reported issue with Ice/water dispenser repair for our fridge in Dec 2023.Till now Super has not been able to fix it or provide the solution to it.Their first contractor diagnosed the problem incorrectly and ****** the incorrect parts. It took 3 months for them to get the part. We were told that it is manufacturer's issue as Super did not have ETA for the part. After 3 months, when part came the contractor gave up as he could not fix the issue and left the fridge in the same state (without any repair).Then Super brought their 2nd opinion contractor and this contractor also did not know the issue. Every time he came, he said that another part is needed. To get every part the contractor took more than 20 days each to test the part on fridge only to find that his diagnosis was incorrect. He ordered 3 parts individually it it took 2 months for him to tell us that last part was ordered incorrectly. So, now he has ordered another part WITHOUT ANY ESTIMATED ETA.The Super warranty company is horrible as it shifts all blame on contractor. They do not have any contingency plan. When I call them, they take more than 40 minutes of my time just to find the issue and just to let us know that they do not have any update from the contractor.When we ask Super Warranty customer service to escalate the issue and expedite the issue, they always diver the issue and not take any blame on themselves.When we ask them to call us back, they never call us. For past 6 months we have been given me excuses and they have not taken the issue seriously THIS COMPANY IS SHAM. THEY DO NOT HAVE A PROPER OFFICE AS WHENEVER WE CALL THEM TO TRANSFER CALL TO MANAGER, THEY SAY THAT THEY DO NOT HAVE SYSTEM OF TRANSFERRING THE CALL TO THE MANAGER. I BELIEVE THEY ARE ALL REMOTELY OPERATED WITH UNPROFESSIONAL WORK FORCE.Our policy is set to expire in one month, and I believe they want to delay and protract the issue with same way, so force us to pay next year's fee as well.WE BELIEVE THAT THIS COMPANY IS A SHAM AS OF NOW.

  

  Business response

  05/03/2024

  Hello Deepak, Thank you for sharing your complaint with us - my colleague ******, in the Executive Escalations Team has reached out via email to assist you with resolving your Refrigerator claim. I want to sincerely apologize for the frustration and delay you have experienced with your claim thus far, and we will work to get this resolved quickly with you. 

  Customer response

  05/03/2024

   
  Complaint: 21623054
  
  I am rejecting this response because, although, you have contacted me, you have not solved the problem. I have been contacted by you only to inform me that you will inquire with me whether the part of the fridge is delivered and that contractor have contacted me for installation appointment. This is still not diagnosis and solution. 

  I hope you understand that I am not having ICE and filtered water from fridge for almost 6 months due to your company's negligence in fixing the issue. 

  I will like to close the matter only issue is solved satisfactorily, and not by a makeshift arrangement.

  
  Sincerely,
  
  ***********************

  

  Business response

  05/09/2024

  Hello Deepak, Confirming the below email has been sent to you with an update:
  
  Our procurement team approved replacing the refrigerator, and an offer has been sent to you. I have attached a copy of the email below. 
  
  Please let me know if you have any questions and how youd like to move forward. 
  
  Great news! It looks like youre getting a new Refrigerator! Our technician has diagnosed the issue, and our Claims team has determined that the unit is not worth the cost of the fix or that the parts needed to repair it are no longer available.
  
  When it comes to replacements, we determine our cash-out/gift card amounts as we compare units of similar features, capacity, and efficiency, in addition to the cost to deliver and install the new unit. Weve taken some time to investigate comparable units based on the features and look of your unit, and our cash-out/gift card amount was determined based on the comparable unit(s) below:
  
  **********************************************************************************************************************
  
  
  Based on the model presented above and considering the local sales tax and installation prices, our claims team has determined that we can offer $1596.46 for the potential purchase of the unit and installation.
  
  Please review and confirm your cash-out option to complete your claim:
  
  1. ********** E-CARD*: The fastest solution we can offer is an electronic gift card to ************** for the amount above. This can be emailed to you within 2-3 business days, and you may use it to purchase this model or any model you choose in-store or online. We highly recommend utilizing this option due to ongoing supply chain issues.
  
  *Once weve issued the ********** e-gift card, we are not able to cancel it should you change your mind. Please shop around the ********** website first, noting installation offers or backorder delivery dates before choosing this option.
  
  2. CASH OUT: Alternatively, you can handle the replacement process at your favorite local appliance retailer (who often can provide same-day or next-day delivery), and we will send you a check for the amount listed above. If this is the route you want to pursue, please confirm the name and address youd like on the check. Please note that you will receive the check within 7- 14 days when choosing this option.
  
  Respectfully,
  Marina
  Super Executive Escalations Team
  
  

  Customer response

  05/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, I am still waiting for the check to be delivered. I will appreciate BBB to be wait for my another response to close the case. I also appreciate BBB to intervene to expedite the issue.
  
  Sincerely,
  
  ***********************

*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. ↩