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:12/06/2024

  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.

  Home warranty refuse to process rightful claim under their contract. Only effort made was to look for ways to deny claims instead or providing services as advertised. unethical business practices.

  

  Business Response

  Date: 12/06/2024

  To Whom It May Concern,

  At the time the service request was submitted the customer indicated the item referenced in the related claim never worked since the customer moved into the property. Please reference contract wording below as it relates to pre-existing conditions:

  "We will provide service for covered systems and appliances which malfunction during the term
  of the Plan that:
  Are installed for diagnosis and located within the interior of the main foundation of the home
  and garage (inside the load bearing walls of the structure). Systems or appliances located
  on the exterior or outside of the home (including porch, patio, etc.) are not covered unless
  otherwise noted in the contract.
  Are in good, safe working order at the start of coverage and were correctly installed.
  Have become inoperable due to normal wear and tear and use, rust/corrosion, and chemical
  or sediment build-up during the term of the contract.
  Pre-existing conditions are not covered.
  If not stated under covered it is excluded from Our contract.
  Coverage may apply to a malfunction which existed on the effective date of the Home Buyers
  Coverage if, at that time, the malfunction was undetectable and would not have been detectable by
  visual inspection and a simple mechanical test. A visual inspection of the covered item verifies that
  it appears structurally intact and without damage or missing parts that would indicate inoperability.
  A simple mechanical test consists of turning the unit on and off, verifying the unit operates without
  irregular sounds, smoke or other abnormal outcome. A simple mechanical test performed during
  first time use, after the start of the policy, will deem the failure pre-existing."

• Initial Complaint

  Date:11/04/2024

  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.

  I put in an ** ***air claim for our **, It was leaking a yellow liquid. I paid the $90 fee and the first tech showed up and patched the leak. He spent a long time testing the temp of the *** Took a phone call in our living room, kept testing, then was anxious to leave. About 10 min after leaving we turned the ** on and about 15 min later realized the room was not getting cold, the air coming out was not cold.The next day I called the company to let them know the ** would not work it was not getting cold. I called HGHW to expedite this getting fixed asap as I was 8 months pregnant and very ****** HGHW I spoke with ***** on the phone. I asked him if it could be an antifreeze leak he laughed and said **s do not use antifreeze I corrected and said freon and he told me freon is a gas not a liquid. We did not get along during this call as he claimed they could not help me for a new A/C problem. That the original problem was a leak and the leak was ***aired. Regardless of the fact that my ** also entirely stopped working from this tech.I talked to another *** that day and ******* assured me it wouldnt be a new claim since my ** never worked after the first tech came out to fix it. However, after this call I learned that ***** had personally called the ** tech after our call and closed my claim. This made it so now I was stuck with an entirely broken *** Tierra called me later that day and told me it would be a new claim for a *new issue, and im lying if im saying ******* told me otherwise. This was extremely upsetting as we had already paid to have it fixed and it is now not working at all. We ordered for a new company to come out and they never showed and would not answer their phone for a week. We then got a third tech out, and upon inspection found that the freon was *still* leaking. **** then called stating I have a 2 unit ** in my 1430 sq ft condo and for a 1500 sq ft home I need a 3 unit **- claim denied. I give up, im 9 months pregnant.

  

  Business Response

  Date: 11/15/2024

  To Whom It May Concern:

  This claim is under review pending more information from the customer. We will update once received.

• Initial Complaint

  Date:09/25/2024

  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.

  I have a one year home warranty that include roof protection. However, the roof leaks couple of months later before warranty expired. Called Home Home warranty, paid $85.00 for inspection, but never heard back. Keep calling for the next couple of weeks. Eventually, Home Guard said warranty does cover roof leakage. Then I paid $1750.00 to fix it out of pocket. I think it's ridiculous. I would like BBB to help me to get my money back.Policy #: HWCA211446

  

  Business Response

  Date: 09/25/2024

  To Whom It May Concern,

  HGHW did send out a contractor to look at the leak in February 2024. They found the valley flashing to be the cause of the leak. Unfortunately, flashing is listed as a non-covered item in your policy contract. Please reference contract wording below:

  "5. ROOF LEAK (LIMITED) (Multi-units up to Fourplex/Coverage for Home Buyer Only)
  Covered Items: Repair of active leaks caused by rain to shake, shingle, composition, tile, tar and
  gravel located over the occupied living area.
  Not Covered: Cracked or missing tiles, shakes, or shingles, foam roofs, and any other material
  not specifically mentioned as covered. Structural leaks or leaks at, adjacent to, or caused by,
  appendages of any kind including gutters, downspouts, flashing, patio covers, skylights,
  decks, solar equipment, vents, heating or cooling equipment, antennae, balconies, or
  chimneys. Built-up roofs. Damage caused by persons walking or standing on roof, improper
  install, failure due to lack of normal or preventative maintenance."

   

• Initial Complaint

  Date:07/22/2024

  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.

  in July of 2024 we called to request service on our air conditioner. within a couple of days service people came out. they told us there was nothing they could do and didn't even look at the unit. they were here approximately 10 minutes. they wouldn't take the deductible of $85. later the next week I received a bill over my email. I had all intentions of paying it and cancelling the service. everyone I spoke to at the company were so rude. I asked ********* for her supervisors name and number and she refused. I later received a call from someone, name unknown, who claimed to be the supervisor she was also very rude. she claimed they would look into the matter and get back to me I have yet to hear from them. I have contacted them numerous times with no response so I sent an email to the supposedly owner. told them communication only in writing. I want a refund of money paid to them during escrow. I will hire another company

  

  Business Response

  Date: 07/23/2024

  To Whom It May ********************* contact ********************************* at ************ to process your refund. You may also contact her at *******************

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22025075
  
  I am rejecting this response because: have to wait for their response before I close this out.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/29/2024

  To Whom It May ********************* see previous message with instructions to proceed with your policy refund. Again, you can also email **************** to initiate the refund process.

• Initial Complaint

  Date:06/14/2024

  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.

  Home Warranty Falls Short: No Coverage for Pool Heater My recent experience with my home warranty company has left me thoroughly disappointed. Despite promises of comprehensive coverage, I was shocked to find out that my pool heater repair was not included in the policy. This crucial detail was buried in the fine print, highlighting a lack of transparency in their marketing.The justification for excluding the pool heater as "secondary damage" item is baffling, considering its essential role in maintaining pool usability, especially during colder months. Dealing with the warranty company's bureaucracy and unhelpful customer service only compounded my frustration. HGHW said that I had not done any maintenance on the heater, but I showed 3 years of weekly maintenance reports. There is no other maintenance to do on a pool heater, I asked 2 other licensed companies and they agreed there is nothing more I could have done to maintain the spa heater. I went and got two other opinions on the heater and they all indicated the damage to the heater was caused by a flame sensor/fusible link was replaced by Xact Pool and Spa in 2022 under a previous Claim Number #******. Please also be warned about Xact Pool and Spa, read their reviews, it is all the same that they work with the home warranty company to reject this type of damage to pool heaters in ********, **. Overall, this experience has made me question the value of the warranty and regret the investment. I advise others to carefully review coverage terms before committing, as the reality may not meet expectations. In reference to claim #******.In the end I had to pay $5656.41 from another licensed contractor to replace the heater.

  

  Business Response

  Date: 06/18/2024

  To Whom It May ****************** result of the failure was due to secondary damage and was therefore denied. Please see below wording from the policy contract for reference:

  "Limits of Liability: General Exclusions:  HGHW is not responsible for consequential or secondary damages resulting from the failure
  of a covered item and/or failure to provide timely service due to conditions beyond HGHW
  control, including but not limited to delays in securing parts, equipment, labor difficulties
  and/or weather."

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21838018
  
  I am rejecting this response because: Your advertising and contract state that you cover all appliances and older systems as long as they were in the home and in proper operating condition on the agreement effective date no matter their age, make or model. Now you've said that this damaged happened because of secondary damage, but the initial discussion we had was that it was because of lack of maintenance. Your website has absolutely no guide how to maintain an outdoor pool heater. The heater stopped working and was simply that the heater is 20 years old, and the corrosion was simply from wear and tear. The discussion of secondary damages came from HGHW after I showed 3 years of maintenance records from a licensed pool contractor.  

   

  Checking the reviews of HGHW and Sparkle Pool the comments are all the same. You two companies collude to make sure you deny every claim for pool heaters that you possibly can. This is unacceptable.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/20/2024

  To Whom It May ***************** stated within the invoice submitted by you to the BBB. The failure was due to secondary damage. Please reference our previous response for the policy contract wording. 

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21838018
  
  I am rejecting this response because: HGHW response is in reference to a secondary company reviewing the damage to the pool heater. I have requested the initial claim information from Xact Pool and Spa the company authorized by HGHW and have not received it. They are the company that initially rejected the claim. Please provide that and if there is mention of the secondary damage being because of a failed part and not referencing failure of maintenance or the heater. I will accept this response. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/21/2024

  To Whom It May ********************* see diagnoses from Xact: "The Pentair ************* 400K nat gas pool heater has a sooted up exchanger.  This has clogged the exchanger and caused secondary damage to the heater.  Flames have rolled out and burnt and melted all the electronics and wiring in the heater."

  Please reference our previous response for exact wording in the contract regarding secondary damage and resulting denial.

   

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21838018
  
  I am rejecting this response because: How should I have ensured there was no sooted heat exchanger? This is normal for heaters that are the age of my heater. There is no maintenance possible from my side as no pool companies offer pool heater cleaning services. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/21/2024

  To Whom It May ********************* see our previous responses. Our position has not changed.

• Initial Complaint

  Date:06/06/2024

  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.

  I purchased a home warranty last June as part of my new home purchase. Coverage for water heater replacement WAS covered in the policy. 10 days prior to my policy expiring, my tankless water heater began leaking. Upon inspection, the unit needed to be replaced. The bill for doing so came to $4,764. **** *********** said they did not cover any city fees (for permits, etc), which I understood. The permit fee amounted to only $264 of the total bill, which I was happy to cover. I was SHOCKED when **** Guard only approved a ****** of $1,500!!! **** Guard told me this was the max ****** for a water heater. My repair company said this is EXTREMELY low and most insurance companies cover up to $10,000! Even if I replaced my tankless water heater with a tank water heater, my repair company said the cost would be minimally less. For **** Guard to not even pay out a THIRD of the actual cost when this IS COVERED under their policy is ABSURD. I want all to know, DO NOT USE HOME GUARD. They are a JOKE. I request full ****** of this covered bill as remedy. I am in the process of seeing if the repair company can give me a discount since this is SO much out of pocket, however, in discussing with the repair company they say that $1500 max ****** is EXTREMELY low. They say most companies are $10,000 **** as I suspected. They say most insurance companies cover 100% of items that are covered in the policy minus a small deductible.I renew my expression that I'm very disappointed in HomeGuard. This is the most worthless insurance I have ever had. Repair company said the cost would be close to the same even if I did a TANK water heater. What good is a home warranty that doesn't even cover 1/3 of the cost of replacement???I will be submitting a Better Business Bureau complaint to have my remaining balance covered by **** Guard. I want others to know of my issues when considering their home warranty company decisions. I hope **** Guard will cover it, as most insurance companies do.

  

  Business Response

  Date: 06/06/2024

  To Whom It May ****************** policy contract has a $1,500.00 in relation to tankless hot water heaters. Please reference contract wording below:

  Note: $1,500 maximum per contract term for diagnosis, repair or replacement of power-vent,
  direct-vent, tankless hot water heaters, and water heaters over 50 gallons.

   

   

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21808865
  
  I am rejecting this response because:

  I don't care what your policy states. I am NOT upgrading my water heater I am replacing what's currently there! You aren't even covering a THIRD of the cost. Your policy is worthless and unless you act honestly and cover my water heater I will post negative reviews everywhere. I've already told my Realtor to never use you again. You are unbelievable. My policy alone cost $700 so really you're only covering $800?????

  What a JOKE!

  Next step is small claims. Fraudulent company.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/18/2024

  To Whom It May ********************* see our previous response. Our position has not changed.

• Initial Complaint

  Date:05/29/2024

  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.

  Homeguard home warranty was contacted about a plumbing leak in April 2024 at my rental property, 3rd report of the same issue since 2022. ************* was sent out to my rental after payong the $85 fee and declined to do any work until the area was cleared of any possible mold/bacteria. This issue started in 2022 in which I filed 2 claims with Homeguard. They sent out T&C plumbing in Jan 2022 after paying my service fee. Cut a hole in ceiling below and detected no active leak. Homeguard was contacted again in April 2022 as the leak continued, paid another service fee and sent out US Plumbing. They reported the leak was due to caulking and was not covered. None of this was communicated to me by Homeguard. No leak detection was done by either incompetant plumber, paid for 2 service calls and left with a large hole in the ceiling to repair. I paid to have the entire bathroom caulking redone and to repair and repaint the ceiling at a cost of over $600. The leak was detected again in April of this year. I decided to go out of network after the previous plumbers sent out by Homeguard did nothing. My contractor determined that the leak was coming from the bathtub drain and overflow that had rusted. Because the leak was slow and intermittent and had been going on since 2022 the bathroom floor and subfloor were damaged and rotted. All which have could have been avoid if the plumbers in 2022 did any investigation into the leak.This work was done on the weekend quickly for safety reasons and to be able to get my tenants back in the home once the issue was identified. Homeguard is not open on the weekend and has denied my claim since the work was not authorized before the repairs were done. Homeguard has no sense of urgency, often taking up to 2 weeks to get an incompetent vendor that does nothing expecting the occupants to stay in a place without a functioning bathroom. I requested a summary and vendor reports all 3 claims over a month ago and have yet to receive anything.

  

  Business Response

  Date: 05/29/2024

  To Whom It May ****************** claim was denied based on proper protocol not being followed per your policy contract. Please see contract wording below for reference:

  "Reference Contract/Brochure; Terms of Coverage:
  
  When We request or authorize You to obtain an INDEPENDENT OUT-OF-NETWORK CONTRACTOR to perform diagnosis and/or service:
  
  1. The Service Provider must be qualified, licensed, and insured, and charge fair and reasonable rates for parts and service.
  2. Once the technician is at the home, and prior to any services being rendered, You must call our authorization department with the technicians diagnosis and dollar amount of services required. Covered repairs or replacements will be authorized if work can be completed at an agreed upon rate, ************.
  3. We will provide an authorization number for the covered services and dollar amount that We have authorized.
  4. Upon completion of the authorized services, the Service Provider must provide You an itemized invoice for the authorized charges.
  5. You must submit the itemized invoice, including the authorization number provided by Us, for reimbursement.
  6. One trade service request fee is due per each item covered by this contract. The trade service request fee(s) will be subtracted from any reimbursement provided.
  7. You are expected to pay the independent out of network Service Provider directly for the services rendered and then submit the invoice to Us for reimbursement.We accept invoices by fax ************, U.S. mail at ************************************, or email to: ****************.
  8.Failure to contact Us and follow procedures 1-7 above may result in denial of coverage. This contract covers single-family dwellings under ***** square feet unless amended by HGHW prior to the close of escrow. Call ************ for prices on homes in excess of ***** square feet, multi-unit homes, guest homes, casitas and the like. This coverage is for owned residential property only."

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21754865
  
  I am rejecting this response because: I was forced to go out of network due to the 2 incompetent companies that were sent by HomeGuard for a problem that originated in 2022.  My licensed contractor went to my rental property on the weekend to assess the issue as to not inconvenience the tenants.  It was determinrd that the issue was coming from the bathtub drain and waste overflow.  The part was ordered and the bathroom floor had to be torn out and replaced due to water damage.  Homeguard is not open on the weekend and was contacted on Monday to report findings and diagnosis of problem. Bathroom drain was replaced Monday once the part came in.  The tenants did not have a functional bathroom for 3 days.  Homeguard is denying my claim completely and won't even speak to me about this issue.  I had no expectation that the water damaged floor would be covered but to deny the $975 to repair the bathtub drain is unreasonable.  I have also requested the vendor notes from the previous claims for this issue over 6 weeks ago and have yet to receive anything.  It is like Homeguard is trying to hide something.

  i am really disappointed as i have been with Homeguard for 7 years and seems to have really gone downhill the last few years.  It seems they will do anything to get out out of paying a claim.  The criteria that needs to be followed for going out of network is complicated and near impossible to follow.  They are hard to reach, often take over a week to get a vendor schedule and do not have any process to handle emergencies and cannot be contacted on the weekend.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/18/2024

  To Whom It May ********************* refer to our previous response. Our position has not changed.

• Initial Complaint

  Date:04/16/2024

  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.

  Homeguard home warranty denied my claim for a clogged sewer line. It was a battle to even get a technician out in the first place. I am a new homeowner, and called about the clogged shower. Water was not draining as fast, and the water from the sink was coming back up into the shower. On April 9, a plumber was scheduled. As soon as I took off time from work, arrived home, the company called and said they could not make it after all because they had an emergency somewhere else. I have not had access to my bathroom for a week now at his point. The company rescheduled for the next day. The plumber arrived and snaked the pipe through the shower. After 22 minutes, the plumber let me know that the company did not want him spending too much time here as he was needed somewhere else. After the plumber left, the damage was worse. The water in the shower no longer drained at all (originally it was slow to drain) and the water was still coming up into the shower from the sink. A different company was sent on Friday, April 12. The plumber said that he could not unclog the pipe. After he contacted Homeguard, he told me that the company said that the claim was denied because the plumber saw a foreign object in the pipe. No one that was sent from Homeguard has provided me with any evidence of a foreign object or has cleared the drain. My claim was denied without proper inspection or evidence. I was not provided with any reports from the technicians on how deep they were able to go using the snake, at what distance they felt an obstruction, or any video showing an obstruction. Homeguard said that all they would cover was the snaking process. My shower is still filled with dirty sewer water, and the drain is still clogged, rendering the bathroom useless. If my claim was going to be denied due to a foreign object I do not have evidence, nor was any video inspection taken to be able to indicate that the clog is due to a foreign object. The issue has not been resolved.

  

  Business Response

  Date: 04/16/2024

  This is not for HomeGuard **** and should be removed. This is for HomeGuard Home Warranty which is a separate company

  

  Business Response

  Date: 04/18/2024

  To Whom It May ***************** apologize for any inconvenience your issue has caused. However, due to what is covered within the policy contract HomeGuard HomeWarranty, inc. will not be able to assist you with your stoppage. Please see contract wording below:

  "Reference Contract/ Brochure; Coverage For All Plans; PLUMBING STOPPAGES:
  
  Not Covered: Stoppages and/or collapse of water, drain,or gas lines caused by roots or foreign objects. Access to drain, sewer or main lines from vent or removal of a toilet; costs to locate, access, or install ground level or drain line cleanouts.
  
  Note: We will not pay for stoppages that cannot be cleared with cable or hydrojetting, collapsed or broken lines outside main foundation."

   

   

   

• Initial Complaint

  Date:03/14/2024

  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 contacted **** to file a claim for **** heater not working on 01/06/2024, and they did not dispatch the correct technician (Working Class ****) until 1/16/2024. The tech assessed the issue and the pump in the hvac needed to be replaced. He did not check the correct model number of the pump and ordered parts based on different condominium assuming we had the same **** unit, this caused delays with reordering the right pump and parts did not show up till 1/26/2024. On 1/26/2024, the **** technician while installing the pump he damaged/cut the copper pipe at the hvac unit too short which is why he couldnt seal the new pump which caused water leaks in the ceiling and at the water heater; thus shutting off water to the unit on Friday evening. We had to bring an emergency plumber at our cost as **** did not have anyone available and showed no urgency. **** technician did not respond to our calls or messages after the plumber fixed the water heater leak so we had no option but to call a third party **** contractor to fix/seal the pump to restore heating given it was emergency situation. The new **** Contractor (All Hearts ****) assessed the situation and provided a report that the previous tech cut the copper pipe at the hvac unit too short which is why he couldnt seal the new pump and now we had no option but to replace the entire **** unit. We contacted **** immediately asking to cover the costs for the unit replacement due to damage caused by their vendor they refused to take responsibility and additionally they dragged the issue for 3 weeks during which time we had no heating and causing loss of rent. Upon receiving legal notice from the tenants, we were forced to replace the **** immediately at our expense and **** continues to not respond to our emails and requests. Total loss incurred by us : 42 days rent + **** unit replacement + Plumbing leak fix = $3570+$11983+$3300 = $18,853

  

  Business Response

  Date: 03/18/2024

  To Whom It May ****************** information in your complaint does not correlate with claim notes in our system nor the information provided to us by the contractor who went out to the property. It does look like HomeGuard Homewarranty, Inc. offered $2,500.00 for this claim, which is the limit for water source units under our HVAC coverage ($1,500.00) and Total Protection coverage ($1,000.00). Please contact the claims department at ************ or **************** to proceed with the cash settlement for reaching this limit within your policy contract.

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21430871
  
  I am rejecting this response because: the claim maximum of $2500 has nothing to do with reimbursement for the **** unit damages caused by the contractor they hired as explained in my email.

  the **** unit working before their hvac technician replaced the pump and because of his negligence the hvac unit was damaged and we had to incur costs to replace the unit and also all the trouble of uninhabited conditions.

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

  

  Business Response

  Date: 04/04/2024

  To Whom It May ***************** previously mentioned in our first response, **** has offered $2,500.00 which is the extent of HGHWs contractual obligation. Contact ************ to proceed with the cash settlement.

• Initial Complaint

  Date:02/28/2024

  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.

  This morning I started shopping for a home warranty replacement, and was looking for home warranty companies that services ********** on better business bureau website and ran across your the Homeguard homewarranty, inc. that was rated A+. I got interested and visited the company website and found a link to Plans and Costs file. After comparing the plans and costs, I got interested in the Advanced plan plus plan with a cost of $580 / year. I proceeded to call the sales office. I asked them that wanted to purchase home warranty for my house in ********** and interested in the Advanced plan plus since it covered all what I am looking for. I was told that the price on the plan and costs file is for new home buyers in Escrow. For existing homeowners the price is higher. I asked why? I could not find anywhere on the company website or the plans and costs file that points to different pricing. They could not give me a logical reason or an evidence about the different pricing than the one advertised. I was transferred to the Manger who proceeded to tell me the same thing that was stated earlier: the price on the website and on the plans and costs file is for in-escrow homebuyers and not for existing homeowners. They could not give a logical reason or written evidence as to why I was quoted different. After few minutes, the manager told me that if I apply, my application will be declined because I was arguing about the non-advertised price. I told them that this is not a valid reason to decline me and it is illegal. They said they are going to hang up on me. I asked to speak to their boss, and was told they are the boss. The manage was rude, and not a client friendly.This amounts to illegal advertisement. It seems to me a bait and switch case.

  

  Business Response

  Date: 02/28/2024

  To Whom It May ****************** system indicates you do not have a policy with the company. Your policy application has been and will remain denied.

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 21355401
  
  I am rejecting this response because:

  The business response stated that I did not have a policy with them. It is true. 

  That was not the issue. The issue is that I was trying to get a policy with them based on BBB rating. 

  Their advertisement on their website in the *** that I have attached in my original complaint was misleading to the consumer. I am very detailed person and read every line of the  advertisement  and when I requested the policy and price stated in the advertisement, I was denied. They don't like people who expose their false advertisement. you don't deny people because they expose their false advertisement. 

  I am asking BBB to remove them from their current rating or lower it and let the new prospect customers review the complaint before they proceed with purchasing a policy with them, They were very rude and not worthy of good customer service.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/18/2024

  To Whom It May ******************** is no call to action within this complaint. The complainant is not currently nor ever was a customer of ********************. The complainants' policy application was denied.