ComplaintsforBlue Ribbon Home Warranty, Inc.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a home warranty for my property at ********************************************************************, which is tenant occupied. Recently, the Air conditioning stopped working and I filed a claim with Blue Ribbon. They sent a contractor out and gave their input to Blue Ribbon. I spoke to the technician and he told me that the failure was due to aging of the system. Blue ribbon denied the claim on basis of lack of maintenance of the system. I escalated my disagreement and after several attempts and several days, I was able to talk to the supervisor, Desire, who told me that the condenser failed due to debris in the unit, so they won't cover the damage. This is in contradiction to the report the technician wrote up. Desire refused to provide her last name. I would like to be compensated for the cost of replacement of the ** unit, which would cost $$5,740. Thank you for your help

  

  Business response

  06/27/2024

  I spoke with the Homeowner after escalation.  He sent me an email today advising me he had filed a complaint with the BBB after the interaction with our Service Supervisor.  He informed me he was retracting his complaint.  He is satisfied with his interaction with the General Manager.  I believe this complaint can be closed as answered satisfactorily.  

  Customer response

  06/27/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an older home in ************** on Feb. 3, 2023. Prior to purchase I expressed concerns regarding age of Furnace. I was reassured by Realtor and previous owners that this warranty would cover it if it failed. I have been in my home for 10 months and the furnace stopped working on 11/29/23. I followed protocol for filing claim and the **** gentleman that came out got it running however some of the parts needed are no longer available due to age of unit and would need to be replaced at a cost of *******. I reported this the Blue Ribbon, provided inspection report that stated it was in good working condition without issue to just be sure to service yearly. That would mean 1 year from Feb3, 2023. Blue Ribbon is now saying they want prior service records, which I would not have or be able to obtain from prior homeowners. They do not want to cover the replacement and it is fraudulent business practice and I'm reporting them. I've had 1 other issue with my plumbing within 3 weeks of move in that they did nothing to help. Why even have this warranty and paid out by previous owner at approximately 2500.00-3k for 14 months if they aren't covering what it states it should?I paid a ******* bill for plumbing and will now have to pay 6k in heating and the 2500-3k for the warranty. I want them to replace the Furnace

  

  Business response

  12/01/2023

  I've attached the page from the Inspection of the furnace noted to be a **** model with a life expectancy of roughly 20 years. So this furnace is over 40 years old, two lifetimes.  It asked to have it fully evaluated as you can see. Our contract, attached by the Complainant notes under Exclusions and Limitations of Liability item 3. that **** has no liability to cover an item if parts are NLA.  This furnace needs 3 different parts, the gas valve, pressure switch and ignition module, among the parts that are NLA. By Contract, **** has no liability. There is no coverage for Parts NLA. However, in the interest of Customer satisfaction, we offered 50% of the available coverage to help the customer replace the Appliance. $1,000.  That is $1,000 more than we have to offer.   I would also like to note the customer suggested they paid $2500 to $3,000 for the **** Warranty.  The actual price was $419 which according to our records was paid by the Seller.  It would appear not all the information in the complaint is factual and the customer did not read their **********************.  Once again, **** has gone above and beyond for the customer and the customer has not acknowledged the gift we are offering. The offer of $1,000 toward replacement is still on the table, unless the Customer wishes to reject it and cover all costs themselves, which is what the warranty says is the case. Thank you for your review and understanding.  

  Customer response

  12/01/2023

  What **** the ** has stated is clearly this, verbal only. I have not received any formal written communication to what he is saying, therefore what he stated is less and once I pay out for the furnace with nothing in writing they have to pay ZERO!

  Customer response

  12/01/2023

   
  Complaint: 20940142
  
  I am rejecting this response because:

   

  What they've said is purely verbal, nothing in writing and contracts need written communication so currently that is lip service and nothing more. I requested that a written email be provided to those verbal statements and have recieved nothing thus far. Making the statements inaccurate and false. 

  information i was provided wase more than 419 dpllars and also was told it would absolutely cover an older unit. That was discussed by sellers and myself so somebody in this circle is lying about what warranties will or will not cover and convenient for Blue Ribbon to take money, make inaccurate statements and tell you they are covering 1k of the cost as a "gift" with absolutely nothing in writing from them to myself!

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

  

  Business response

  12/07/2023

  *******, I spoke directly to ****** and she said she wished to correct her complaint inaccuracies.  It seems she still rejected our response yet, if you view the emails attached, she agreed it was not BRHW that lied to her, yet her rejection above doesn't say that. We went above and beyond our contract to give her a "gift" of $1,000 toward her appliance replacement.  I agree she was lied to by the Realtor and the Seller, perhaps the unwittingly did so, however, **** did not lie to her and gave her a generous gift, yet, it still seems like she is disparaging us. We didn't hurt her. We helped her, even when we didn't have to and even though she continues to disparage us.  A bit disconcerting and not what I would get the sense of from her emailed responses attached above. I guess the saying is true, "No good deed goes unpunished!"  

  Customer response

  12/07/2023

  The problem is not with Blue Ribbon they reached out and helped though they did not have to with the contract so it is appropriated, however ***************************** Downtown ****** office and ************************* did a huge disservice to myself and was NOT in my best interest as the buyer. He should of listened to my original argument and what I stated as the age of the furnace and get it replace, but was told oh no this warranty will take care of it, the sellers will pay for the warranty and now I'm stuck with a 6k bill and nothing from my agent! You will see a formal complaint filed against them soon enough!

  So disappointing and word to the wise they look out for what money they will get from the transaction and forget you! Nobody pays in the end but the buyer because this is no morals or ethics with real estate any longer 

• Initial Complaint

  10/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been paying on my home warranty for many years. My oven/range broke and blue ribbon has refused to fix it. It clearly shows on the first page that oven/range are covered under the plan. The company has denied my request because the range has glass in it. I have emailed and called many times. They always tell me to talk to the service manager but he never calls back

  

  Business response

  10/30/2023

  I've reviewed the Complaint dated 8/27/2023.  I see in our records, our Service Personnel responded to the customer that glass stovetops are not covered.  It is in the "Appliances" Section of the contract after the "Excluded:" Clocks or self-cleaning mechanisms, (Unless it affects the function of the oven), timers, rotisseries, meat probes, interior lining, door glass, tubs, water reservoirs, refrigerant and refrigerant recapture, linear compressors, ceramic and glass stove tops, sensi-heat burners...   and it goes on from there with other items not covered or excluded.  It is irrelevant how it cracked, it isn't covered. I'll call the customer and explain also.  

  Customer response

  11/02/2023

   
  Complaint: 20792792
  
  I am rejecting this response because:

  It clearly states in your brochure that oven/ranges are covered under the plan.  I have attached your coverage to show you and the BBB this fact. Also,  During the inspection you conducted to get my warranty, the representative told me that everything in my house was covered with no problems.  This included my oven/range. 

  Sincerely,
  

  *********************

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BLHW fought me for well over a month, dragging their feet and dodging my messages so as to not deal with my case. I had a valid claim I was attempting to file on my AC and Furnace since the AC died and the furnace was far out of spec when a qualified HVAC contractor checked the system which was noted as operational with no visible defects during the original home inspection. The contract states the prior as stipulations for a covered issue, yet the company refused to pay me out and instead opted to simply send me a reimbursal check for the cost of the original plan. Based on a technicality in ambient outside temperature during the home inspection, I was willing to concede to the AC unit not being qualified for coverage, but the furnace absolutely would still be covered, which is why I beleive they continued to dodge acknowledgement of the furnace issue during communications. I ended up covering the full cost of the system replacement personally as it was unbearable to continue leaving the house and inhabitants without AC during weeks of 90+ degree weather. Total cost: $8,250 Furnace: $3,450 AC: $4,800

  

  Business response

  09/27/2023

  This customer clearly did not read the warranty.  He is seeking full reimbursement when per our Exclusions and Limitations of Liability item 12. Lists maximums for appliances.  Either way, I've attached correspondence between our Service Manager and the inspector because the first report submitted listed multiple defects on the furnace and called for repair or replacement. Then the Customer submitted a second report of the same date, time etc. with no notations from the inspector stating he submitted the wrong report initially and, wonder of wonders, the verbiage that noted "Multiple defects" was changed to "good and safe working order at the time of inspection" exactly the wording in our contract!  Although, it was still listed as repair or replace and in need of certification.  Per our contract, Cancellation and Transfer Item 1.  Company may declare the contract void:  a. in the event of fraud or material misrepresentation by Seller, Buyer, Investor, Realtor, or any Representatives of any fact or circumstance relating to the systems or appliances covered by this contract...

  The same page is attached for two different submissions of the inspection report where verbiage has been changed to reflect the wording in our contract for coverage.  We've seen this before and our decision was to refund the full Price paid for the warranty even though by contract we could have kept the premium and declared the contract void.  We chose to refund the full amount paid.  This was done back in July of 2023.  Seems like this customer waited a while before complaining to BBB.  You can look at the documentation for yourself and see the circled parts same page from two different reports submitted with verbiage changed.  We choose not to accept contracts with this type of discrepancy present.  We already refunded the policy premium. We will not be taking any other action. 

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We requested a Home Warranty when purchasing our home and Blue Ribbon was the company selected. We didn't have any claims in our first year of home ownership, but we had old appliances that we figured should be covered with a home warranty so we renewed for a second year. In the second year, we were told by a company directed to us by Blue Ribbon, who Blue Ribbon insisted was licensed and insured, that our furnace was unsafe to operate and it needed to be replaced. We were told that the furnace would not be warrantied based on corrosion, which is not covered by the warranty, after looking at the exclusions, I am not sure there is a scenario in which the warranty would have applied. We decided to move forward with the company that Blue Ribbon directed us to, and started the process. After starting the process, this company went bankrupt and we were left without a finished project. This left us without air conditioning for more than 2-weeks in the middle of August. We tried to contact the HVAC company first, but after many calls and emails went unanswered, I went to Blue Ribbon for assistance. Blue Ribbon had said they tried to contact the HVAC company, and filed a complaint (I have no record or proof of this) but Blue Ribbon did not do anything else to help remedy the situation. Blue Ribbon stated that they could not confirm that the HVAC company went bankrupt, and until they heard back from them they could not help us. We were in charge of finding another company to finish the work on our own. Since we had gotten our job finished, I have looked into the licensing of this HVAC company, and I found that they have not been licensed to work in ******** since January of 2022, long before we had our issue diagnosed and the work was started. It appears there was no due diligence in ensuring Blue Ribbons partnered companies were actually licensed and insured.

  

  Business response

  09/01/2023

  I have reviewed this complaint and investigated the allegations.  This is truly a regrettable situation. I cannot confirm or deny the bankruptcy claim. It is hearsay at this time. However, in the interest of helping the customer get resolution as quickly as possible, this has been presented to the Management and a decision made to refund the full contract amount shown in their attachment.  

  Customer response

  09/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  At no point have I been furnished with any refund or compensation from your company “Blue Ribbon” or any of its subsidiaries. No refund has been provided, thus; it has not been issued per your previous response. After a full request of documents, I have now gathered an itemized amount of services rendered and coverage from the company “Blue Ribbon” for the years of 2021-2023 totaling in $904, you should now be able to see these reflected in the complaint. The total that should be refunded to me should be for the entirety of the services received and rendered by your company due to lack of licensed services during our covered period. At no time since our coverage began with “blue ribbon” was “******** ******* *******” licensed to work in the City of ********. You mention the clause “in good faith” numerous times in your response to my complaint yet never once provided a licensed contractor to complete a necessary repair for my home. It causes me great concern and pause how many other people may have fallen victim to lackadaisical and reckless services from your company. Due to this lack of investigation on “Blue Ribbon’s” behalf my household was left without any form of centralized cooling or heat for weeks. The company went bankrupt and left me in worse shape than when I came to “Blue Ribbon”, my home warranty, for aid. This is why I am asking for the full return of investment in “Blue Ribbon” for years 2021-2023. At no point could ******** ******* ******* (who your company ensured was licensed and insured) have performed services for me (or anyone else) from January 2022, on. I have paid out of pocket to reconcile damages accrued by using said contractor referred to by “Blue Ribbon”. I am simply asking for my money back for my coverage and not the additional expenses accrued by these series of insurmountably frustrating events. This is what I call “in good faith”. I merely am asking to be made close to whole after this debacle and even the blithe allusion that I am trying scam or charlatan you for more money is offensive. Lack of remitted refund in full shall result in opening a case with the Federal Trade Commission and the Colorado State Attorney General’s Office.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had two issues with major appliances that were supposedly covered by this companies home warranty policy, and when I called to file a claim I was told that the issues were not covered. Then, when I called and asked for a refund of *********, the manager **** told me that they would give me a prorated refund minus 10% of the amount I was owed for an "Administrative Fee". This company is a total scam and I would never refer anyone to them. I want a full refund.

  

  Business response

  05/24/2023

  I'm sorry this customer chose to refer to our Company as a scam.  If he had read his contract, it clearly states ("...items to be covered must be in good and safe working order at the time coverage starts...)  He did turn in his inspection report as requested and it clearly stated in the report on page 28 of 72, that the dishwasher seal was leaking along with other concerns for the dishwasher and that a qualified professional should be contacted to replace the seal and properly secure the appliance for safety reasons... As far as the Air Conditioner is concerned, on page 53 of 72 there is a red highlighted box stating "Major Concern"  "...Due to multiple problems, the air conditioner should be evaluated and repaired/replaced as necessary by a licensed HVAC Contractor..."  It also states it was too cold to safely test the appliance as the temperature should be above 65 degrees for 24 hours prior to testing.  It was done in February of 2023.  Too cold.  Unfortunately, many people see the warranty as a "fix all" for anything wrong with systems and appliances at the time of purchase.  This is not how any home warranty works.  If the items are already in good and safe working order, yes, the warranty will repair/replace per the terms of the contract if those systems/appliances/items were in good and safe working order at the start of the policy, when they become inoperable due to normal wear and tear mechanical failure.  That was not the case in this situation.  These items were both noted on the inspection  and no receipts showing proof of repair or replacement were offered at the time service was requested.  Hence, by contract, these items were denied.  The Contract also addresses the pro-rata refund in the event of cancellation.  Processing applications incurs expenses, materials, employees, time, resources etc.  All "overhead" to do business.  We had a time when people would order the warranty, have contract paid for at closing only to have the buyer call ** up days or weeks later seeking a full refund. Out of necessity, we had to stipulate a 10% administrative fee to curtail those questionable tactics being used by some.  No, we are not a scam.  I'm sorry this customer was unhappy.  He clearly didn't read the warranty contract.  We did nothing wrong.  He may have been mislead by others, not by **.  

  Customer response

  05/24/2023

   
  Complaint: 20096732
  
  I am rejecting this response because:

  
  The information provided from Blue Ribbon is inaccurate. 

  While the system was mentioned to be older, it was said to be in full working order. In fact the only negative comments the inspector had was that the outside unit was not on a pad (it actually is, it just has some rocks over the top of it), and the inside unit could use to be cleaned (which I relayed to the home owner before purchasing the home and he had a company come out and clean the system).

  I have attached the portion of the report pertaining to the A/C system. 

   

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

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had an **** company tell us they would not service our furnace, and couldn't recommend turning it on because it was likely putting out **. We contacted Blue Ribbon (we have the gold plan) who put us in touch with their contractor. The contractor came on 10/10/2022 and determined that the furnace is putting out A LOT of ** (311ppm.) The report the contractor sent to Blue Ribbon (10/11/2022) stated that the furnace in our home was a mobile home furnace, and a standard furnace would be the acceptable unit in our home (this is wrong, we live in a manufactured home, aka a mobile home. The machine says, specifically, the unit is suitable for use in mobile and manufactured homes. I also found the manual which states the same.) Blue Ribbon labeled the furnace as improperly installed and said they would not cover it. We asked for a second opinion, which they agreed to, but never took action on. I did get in touch with the manager of the **** company who agreed that the furnace was adequate and it was assumed that the technician who came to our home was not familiar with mobile/manufactured/modular homes. The contractor sent an updated report to Blue Ribbon on 10/13/2022. Blue Ribbon claimed that no updated report was received. Another report was sent on 10/26/2022. I have been begging for the manager "***" to call me since 10/13/2022, and he has refused to call. The first excuse is that he was returning calls in order of being received after their system went down (funny because anytime I called while their system was down, there were no notes, so how did he know which order to call in,) then the excuse was he is in meetings. The most recent update is that he "took over the case, and was looking into it himself." He was supposed to call me "soon," but 48 more hours have gone by without word. The contractor has put pressure on them. My husband and I have called every day. We don't know what else to do. We have had freezing temps the past week which will continue. No heat.

  

  Business response

  10/31/2022

  I researched this complaint and found that our Service Manager did accept the complaint on 10/28/2022 at 4:43 pm.  Our maximum is $2,000. I will address the fact that is took over 3 weeks for us to make a decision, with my Staff.  I have contacted the Contractor to advise them also.  They had not heard yet that we accepted the Claim.  I also left a voicemail for the customer.  It is my expectation that this will resolve this issue for the customer and that our Office and Staff will implement my suggestions to prevent this type of delay from happening again.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a warranty with blue ribbon and they have refused to even have a service person come and take a look. As far as I am concerned theyre a company taking money for warranty contracts and have no intention of paying on claims. I emailed for service and rather than set an appointment they told me to fix the problem myself and go buy batteries. Its not even a battery issue. Fraudulent business practices.

  

  Business response

  07/22/2022

  I have called the customer.  I will send phone calls under separate email referencing BBB claim ID of ********.  The customer is very agitated with us  and refused to schedule the appointment with our Vendor until he spoke directly to a Manager.  He is very aggressive in tone. I believe at this point, he is scheduling the repair. All we can do now is wait and see if it is a covered claim or not.  He said it is the remote he is having trouble with.  Remotes are not covered.  The emails sent by the Service Manager were just suggestions of things to check base on our experience with garage door opener issues, intended to save the customer unnecessary expense.  The effort fell short, in this case and was not appreciated.  We will see where this goes.  He seems very mistrusting of our Company and mentioned numerous times he didn't want our warranty.  I offered to refund the premium.  He seemed to ignore my offer of refund. It seems strange to me that the claim was emailed in at 4:22 pm on 7/21/2022, vendor was dispatched at 4:48 pm with confirmation in our database and he filed a complaint with BBB at 4:57 pm on 7/21/22 when our contract states we have 24 hours to have a vendor respond.  Just seems strange.  We did dispatch within 15 minutes by time stamps and our Vendor responded but was refused well within the 24 hour response time called for by contract.  

  Customer response

  07/22/2022

   
  Complaint: 17606791
  
  I am rejecting this response because: The ** is now lying. Ive told him specifically its not an issue with the remotes. The request for service resulted in me being told to go to a battery shop. I made the complaint to BBB before any called me. 
  

  this company only tried to not have me file a warranty claim which I am specifically allowed to do under contract. Telling me to go somewhere else isnt honoring that. At this point there is no reason for me to use their vendor as hes stated its not covered even though him and I discussed it not being the remotes. Disgusting business practices and customer service. 
  

  not only am I not satisfied this will now not be the end of the road for this issue. They could have been honest but decided not to be. Numerous complaints online back up my assertions. They have a 2.5 rating with reviews.

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

  Customer response

  07/27/2022

  What more do you want for clarification? I contact Blue Ribbon for a warranty issue and they told me to go to a battery shop and never mentioned in that Email anything about providing service. Only after I complained did they try to organize a response. They didnt want to have the manager call me and instead had a vendor reach out the next day. I told the manager its not a remote issue and he even lied in his response and said its not covered. Ive told him 10 times its not the remotes. I had another vendor do the work. I expect a refund of the warranty as its not worth the paper its written on and to be compensated for time and money spent fixing an item covered by their so called warranty. Total joke of a company that needs a full investigation.

  

  Business response

  08/01/2022

  I offered to reimburse the customer.  The customer refused to set an appointment with our Vendor after the recorded phone call sent under separate cover.  I offered to reimburse him and he has not submitted anything to date. He also did not answer my subsequent calls.  BBB said they would close this as answered.  Now, after over a week, he decides to respond and you open it back up. The contract states what he is entitled to.  I'd be happy to offer the pro-rata refund described in the contract.  He clearly is not interested in following the contract and has pre-judged our Company.  

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a gold plan home warranty through Blue Ribbon which covers one cooling system in my home. I submitted a claim about my ** not blowing cool air and scheduled an appointment with the company required contractor (Reliable Heating and Cooling). The Contractor confirmed that there was a leak in the evaporator coil and recommended that it should be replaced.Reliable Heating and Cooling conveyed their findings to Blue Ribbon, who in turn rejected the claim citing that they do not cover evaporator coils. The contract document (attached) claims that refrigerant leaks ARE included as a cooling system item. Evaporator coils are NOT included in the exclusions list for covered items. Subsequently, there only justification for rejecting the claim is a hidden blanket statement that says "Unless an item is listed as being covered, it is excluded." Meaning their argument is that because they do not explicitly define refrigerant leaks in the evaporator coil, they say they are off the hook.Manager returned my call to explain why they "do not want" to cover the component due to it being more susceptible to developing leaks. While no one can provide a legitimate reason for why my policy won't cover this item other than the garbage contract language they are using to avoid an expensive repair.Furthermore, the Gold plan was selected because it claims to cover a cooling system in the house. However, by not covering the primary interior system of the ** unit (evaporator coil), the claim of covering a cooling system is inherently false and is purposefully misleading to customers. By only covering ** components outside of the house, they are at best covering 50% of the system and simply trying to lure customers into more expensive policies knowing that statistically their obligation to repair the system is far reduced. The contract is unethical and misleading and the company is trying to steal customer money on policies that will ultimately give them nothing in return.

  

  Business response

  06/10/2022

  I LEFT A MESSAGE FOR THE CUSTOMER WITH MY PHONE NUMBER IF HE WOULD LIKE TO DISCUSS FURTHER. I EXPLAINED THE EVAPORATOR COIL IS NOT COVERED BECAUSE THEY FAIL DUE TO CORROSION. I EXPLAINED HOW THIS HAPPENS. EXCLUSIONS & LIMITATIONS OF LIABILITY ITEM 3.  SAYS WE DON'T COVER CORROSION OR ITEMS THAT FAIL DUE TO CORROSION.  NOBODY SAID "WE DON'T WANT TO COVER THIS CLAIM" AS REPORTED BY THE CUSTOMER.  WE COVER NORMAL WEAR AND TEAR FAILURE AND WE DON'T COVER CORROSION. WE DON'T COVER EVAPORATOR COILS, THEY ARE NOT MECHANICAL. WE COVER THE EXPANSION VALVE WHEN IT FAILS DUE TO NORMAL WEAR AND TEAR.  HERE IS A LINK TO THE CONTRACT:

  https://www.blueribbonhomewarranty.com/app/uploads/2019/01/RET-Contract.pdf   

  EXCLUSIONS AND LIMITATIONS
  OF LIABILITY
  1. The Company has the sole right to select the technician to perform service, is not liable for service performed without its approval and will not reimburse the policy owner for unauthorized repairs.
  2. Company has the sole right to determine whether to correct a
  malfunction by repair or replacement. Parts and replacements will
  be with similar quality and efficiency, except as noted in contract.
  Company is not responsible for matching dimensions, brand or
  color of covered items or for repairs arising from manufacturers
  recall of covered items or any items while still under an existing
  manufacturers, distributors or other warranty. Company is not
  responsible for the disposal of any items, including any haul-away
  fees.
  3. This contract does not cover systems or appliances for repairs,
  upgrading or replacements required as a result of improper installation, inadequate wiring, capacity, lack of efficiency, overloads,
  power failures, missing parts, failure to clean or maintain, neglect,
  misuse, noise, rust or corrosion, parts not available, discontinued
  parts, fire, smoke, earthquake, storms, lightning, flood, water,
  freezing, roots, theft, accidents, war, riots, vandalism, settlement
  of earth, pest or pet damage, acts of God, conditions beyond
  Companys control and any problems caused in any fashion as a
  result of asbestos or other toxic materials.

  Customer response

  06/10/2022

   
  Complaint: 17407375
  
  I am rejecting this response because: The response provided is completely missing the point I am making in my claim. They are also misinterpreting their own contract language. The contract claims that they will not cover the repair or replacement of an item that has failed due to corrosion. The evaporator coil in my AC does not have corrosion, it has leaks that have developed. Furthermore, the coil has NOT failed and was never claimed to have failed by the contractor. Their assessment was that leaks were present in the coil and recommended to replace the coil due to the difficult nature of sealing leaks in the coil system. Further testing would actually be required to definitively determine the current operability of the system.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a Blue Ribbon Home Warranty. My dishwasher broke on Dec 24, 2021. I called Blue Ribbon to make a claim. They sent out servicer yesterday January 4, 2022. He claimed my unit was broken due to the motor assembly leaking and stated that the water heater assembly and other parts were needed that were not available. He relayed this information to the company saying that they would pay me out since the DW was not servicable. It is a Bosch high end unit that cost around $2000 new. He said that many parts are discontinued after 4 years. As a property manager of over 40 years, I knew that he was full of it. I asked for each part number that was needed and also which parts were not available. The parts were all available from several vendors but I used AppliancePartsPros.com to verify what was in stock and available: The part that was "discontinued" was 00665511 $237.52; The part he claimed failed initially was part 00665510 $235.22. The rest of the parts needed are: 00165279 $41.89; 00165281 $40; 00440670 $30.35; 004240099 $30. Parts add up to roughly just under $600 and the reapir of the motor is $240 according to servicer. Blue RIbbon claims they only pay to repair the original item that failed and not the other parts that got damaged as a result. I would love to understand how a repair to any appliance is achieved if it is only partially repaired. The maximum they pay for a dishwasher to repair of replace is $600. That is all I am asking for and they are refusing to pay me the full amount and only offering $423.41. I am extremely dissatisfied that a local company is playing the fine print game that national warranty companies like Choice have played with customers and have been fined by state AGs (see case in New Jersey). They all relay in fine print to get out of what is inferred by their warranties. In other words do what is a base expectation. The sad part is I have 2 homes covered with this company. DO THE RIGHT THING is all I ask.

  

  Business response

  01/06/2022

  I've researched this claim.  Here are the notes in the record:  

  SPEAKING TO THE PM LETTING HIM KNOW THAT THE REASON WHY WE ARE OFFERING A CASH SETTLEMENT IS BECAUSE THE PART IS NLA. HE STATED THAT THE TECH LIED TO US AND THAT HE FOUND THE PART HIMSELF BY PULLING IT UP ON THE WEBSITE. I LET HIM KNOW THAT IF I CAN GET THE PART NUMBER I CAN HAVE THE OWNER OF THE COMPANY RESEARCH IT AND HE STATED I CAN JUST LOOK IT UP ONLINE MYSELF BUT I WENT TO EXPLAIN HOW OUR CONTRACTORS HAVE DIFFERNT DISRUBITORS THAT THEY USE AND IF NONE OF THERE DISTRUBIORS HAVE THE PART BRHW CAN'T COVER FOR IT AND ALSO THAT THE OTHER FIALURS WERE DAMAGED FROM A LEAK AND THAT IS ALSO NOT COVERED IT CONSIDERED SECONDARY. I EXPLAINED WHERE IT STATES ABOUT SECONDARY DAMAGES IN THE CONTRACT AND I ALSO EXPLAINED THE PROCESS OF THE CASH SETTLEMENT. PROPERTY MANAGER STARTED SCREAMING AND CURSING AT ME AND HE KEPT YELLING AND SCREAMING AND I HUNG UP ON HIM.***************Jan 05, 2022 11:50PROP MGR NOT HAPPY WITH THE CASHOUT, BELIEVES THAT THE PARTS ARE IN STOCK, ESC TO DHT. **************************Jan 04, 2022 12:13THERE IS A LEAK COMING FROM THE MOTOR SUMP ASSEMBLY AND IT LEAKED DOWN INTO THE BOTTOM OF THE TUB OF THE UNIT AND IT CORRODED OUT THE OTHER PARTS OF THE UNIT, WHICH ISN'T COVERED. THE COST FOR THE MOTOR SUMP ASSEMBLY IS $450 JUST FOR THE PART SINCE IT IS NLA. COPAY WILL BE COLLECTED AND NO BILL TO BRHW. ITS AN OLDER UNIT. WE CAN OFFER A CASH SETTLEMENT UP TO $423.41***************Jan 04, 2022 10:31

   

   

  Per our contract Exclusions and limitations of Liability, Item 3 we don't cover rust or corrosion, which some of the parts are rusted and corroded due to the leak being present for some time.  If any part is unavailable, any single part that would prevent the unit from being repaired, per item 3 we have no liability. We are going above and beyond what the contract actually states and offering almost 70% of the maximum coverage.  I can increase that to $500 based on the customer's longevity.  Prior to this claim we have paid out almost $1200 in claims to this customer and as a claim was paid, he dropped the coverage on renewal for those appliances he replaced.  We can offer $500 for this dishwasher, but, the reality is, there is a part that is NLA so it can't be fully repaired and we have no liability.  I'll call him with the offer of $500. 

  
  

  Customer response

  01/06/2022

  
  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. I do believe it was more the servicer that caused the confusion and thus the way the warranty company thought they should handle it, but I have received a call from the company and we discussed the matter professionally and we came to a fair resolution.

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

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