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:05/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A home warranty was purchased for me by my realtor from Achosa. On May 16th I had an air conditioning company come to clean and check my air conditioner, just a yearly check up. At that time he said he thought an animal had chewed through the wiring and caused a small fire so he had to replace a couple parts. The bill ended up being over $500. I had him fix it at the time and then I contacted Achosa to see if I could use the Home Warranty he said because they thought it was an animal that no it wasn't covered. I think that's just an excuse not to pay any claims. This is the second time I've tried to use them and have gotten no resolution from them. I want people to know and Realtors to know that this is not a good warranty policy to buy for anybody. It is very difficult to get a claim processed and paid for.

  Business Response

  Date: 05/29/2024

  We have spoken with the customer and resolved the claim.

  Customer Answer

  Date: 05/29/2024

   
  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

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Achosa is using predatory and misleading practices to deny warranty claims and save money. On April 2, my HVAC technician diagnosed a TXV part failure in my system. The Achosa rep insisted several times that he had to claim a cause for the failure. The technician said several times that he didn't know, it isn't possible to know, parts just fail sometimes. When pressed, he finally said "I don't know, trash in the part like old refrigerant." ******* latched onto that and said "You didn't say wear and tear, so we're denying the claim." A random part failure after usage is the exact reason to have a home warranty. This claim should very clearly be covered, and the technician said he has never seen a similar claim be denied. The promise of coverage in the event of unexpected, unpredictable equipment failure is the entire point of a home warranty. Instead of listening to the technician's reasoning, this rep was determined to deny. It is predatory and disgusting that a company can break a promise so obviously. It doesn't matter that my system is fairly new. If it were old, they would have denied the claim because it was old. I will be advising my realtor to stop getting his clients Achosa. I will be posting reviews everywhere to warn potential customers of this dishonesty. And I will be asking my work acquaintance, the ******** Attorney General, to protect other consumers by pursuing measures to ban this company from operating in the state. Shame on Achosa for turning a straightforward part failure into a nightmare.

  Business Response

  Date: 04/10/2024

  We have spoken with the customer and resolved the issue.

  Customer Answer

  Date: 04/10/2024

   
  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

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Achosa was the home warranty company that was selected for me when I bought my house. I had coverage for my first year. My dishwasher stopped working so I submitted a claim, my plan covered dishwashers up to $1,000. Achosa requires that the customer select their own contractor. I called several places but none were willing to work with a home warranty company unless they had an existing relationship. I emailed my sales representative at Achosa, Mark Light, on 11/13/23 asking if I could get reimbursed if I paid the contractor directly, since none would take payment from Achosa. Mark replied to me on 11/13/23 but did not answer my question. I replied on 11/13/23 but Mark did not reply. I sent a 2nd follow-up message on 12/6/23 and Mark did not reply. I sent a 3rd follow-up message on 12/11/23 and Mark finally replied on 12/11/23, after wasting a month of time I could have been getting my dishwasher repaired. At this point, my warranty had less than a month left and it was the holiday season. I replied to Mark on 12/12/23 with another question that Mark never replied to. Mark refused to work with me over email after that point even though I told him multiple times my job was keeping me very busy and I was not available to take calls. With it being the holiday season and now having less than a month to get the dishwasher looked at, my warranty was going to run out before the issue could be addressed. With two days left in my warranty, I warned my realtor to not use Achosa in the future due to them failing to help me get a covered item fixed. My realtor called Achosa and they agreed that if I ordered a new dishwasher before the end of my warranty period, I would be reimbursed $500 after I sent in my receipt. They backed out of this and only reimbursed me $250 despite the cost of my new dishwasher being over the $500 they stated they’d reimburse me. They stopped replying to my realtor as she tried to get them to uphold their promise of the additional $250.
  

  Business Response

  Date: 03/26/2024

  While we have no record of offering the customer $500 anywhere in our system, we will mail the customer a check for the extra $250 to resolve this issue.

• Initial Complaint

  Date:03/07/2024

  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 had issues with our water heater and called a plumber to come out and look at it. He diagnosed the problem as that the excess water tank failed and that the *** valve was failing as well because of the backed up pressure. Went through the claims process and they are denying the claim because the excess water tank they consider not part of the water heater. However, under the water heater section, they mention that everything is included except for what is specifically excluded (attachment included from what I was given). Things that were excluded include: oil hot water tanks, losses from chemical or mineral deposits, insufficient capacity. And, with Georgia code, you have to have the excess water tank with the hot water heater. Achosa wants to state that the excess water tank is not the water heater; however, the excess water tank is a safety mechanism for the water tank and therefore functions as part of it. So, I am wondering why my claim is not being covered when they do not mention the excess water tank in any of their paperwork, in fact mention ALL. I want my policy cancelled with no cancellation fee (as they have been nothing but a giant waste of money and pain to deal with) and you have to fight for everything. I want all my money refunded for the duration of my enrollment in their program as well as they have provided nothing but hardship and no resolution.

  Business Response

  Date: 03/15/2024

  We have reached out to the customer multiple times to come to resolve this complaint and have not heard back yet.  He can reach us at ************, option 2.

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **BUYERS BEWARE** My **** broke down while under warranty with Achosa Home Warranty LLC in June 2023. I had the problem with the **** diagnosed and received two quotes from reputable **** companies to replace it. I then sent the information to Achosa as it stated in the policy that there would be coverage up to $2000 for the *** and $2000 for the furnace. It has now been 6 months since I've first contacted Achosa, I have sent all the documents (summary of findings, quotes, invoice) and they are asking for the same questions to be answered over and over again despite them already having received the answers. I have most recently sent them the summary of findings again, that details what was wrong with the system along with the breakdown of the cost to replace it. They have responded by sending me a list of questions, for the second time, that needs to be answered even though all of the answers are in the provided documents. I feel like they are trying their hardest to avoid paying out the policy, while I have already given all the information they need to make the reimbursement that is covered by policy. Consider shopping elsewhere to save some headache as their customer service is uncooperative and refuses to help.

  Business Response

  Date: 01/11/2024

  We have spoken with the customer and come to a resolution on the claim.

  Customer Answer

  Date: 01/11/2024

   
  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

  Date:12/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought our house last summer and got a home warranty with it. We filed 2 claims one for the ** because it wouldnt cool and it was denied. Then we filed one for the garage door because it will not open safely due to wear and tear from opening and closing. The pulleys are popping out the railing is old and needs to be replaced as well as the springs and brackets. They also said that the claim was denied because that is quote not normal wear and tear on a garage door. Why pay them if they deny every claim that they are suppose to cover.

  Business Response

  Date: 01/05/2024

  We have reached out to the customer and left a couple of messages that have not yet been returned.  We are willing to cancel and refund the warranty, we just need to confirm who to make the check out to and where to mail the check.

• Initial Complaint

  Date:12/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They refused to cover a plumbing repair caused by a cracked shower valve brass fitting that was leaking. We aren't sure what caused it to crack and start leaking but my plumber said they sometimes are manufactured cheaply nowadays and it just happens. Either way it was covered under the fine print of my home warranty. It clearly states they cover any of the possible issues this could have been. The repair bill was $310 that they refused to cover. Their reason for denying the claim was that they "don't cover that type of repair for any of the possible reasons my plumber listed" ******************* Since I had to pay the plumber to complete the repair I would like to be fully compensated for this loss. With my prime plus coverage it should have been covered. I've uploaded my contract, go to the plumbing section and youll see it covers the shower ****************** etc.

  Business Response

  Date: 12/26/2023

  We have attempted to reach the customer and have left him multiple voicemails to discuss this claim with him.  He can reach us at ************.

  Customer Answer

  Date: 12/30/2023

   
  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

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BEWARE, AS THIS COMPANY TAKES ADVANTAGE OF HOMEOWNERS AND COERCES REPAIR TECHNICIANS TO USE KEYWORDS THAT CLEARLY GO AGAINST THEIR POLICY, IN EFFORTS TO DENY ANY AND ALL CLAIMS. We recently purchased a home, and my realtor supplied us with an Achosa Home warranty. Within the first 30 days of our purchase, one of our **** units started malfunctioning, we contacted Achosa who requested the inspection report and the receipts showing that the unit was previously repaired prior to us purchasing the home. We provided all requested documents to Achosa, who in turn advised us to find a repair company of our choice to fix the malfunctioning **** unit. We found a company to complete repairs and Acosha then requested an itemized invoice from our repair company. Upon providing Acosha the itemized invoice, they then requested to verbally speak with the technician from the repair company. Once they spoke with the technician, they repeatedly coerced him into saying the **** unit was improperly installed. Of course, Acoshas contract does not cover improper installation. At that point ****** contacted us to advise that our claim would in fact be denied. Clearly this is Acoshas tactic that they use to deny claims. I have contacted the Better Business Bureau, REMAX Realty and my realtor to notify them of the unethical practices that Acosha operates on. I am also taking steps to file a Class Action Lawsuit against Achosa Home Warranty LLC., since this appears to be how all their claims are handled.

  Business Response

  Date: 12/11/2023

  We have spoken to the customer and agreed to cancel her ********************** for a full refund.

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Achosa warranty LLC (located on *********************************************************************, ** ***** phone: ************ email: ********************************** mentioned me over the phone three deferent days prior to November 9, 2023 that the warranty would pay maximum $1000 for the replacement refrigerator. ***************** policy guidebook also mentioned that Kitchen Refrigerator has Maximum annual coverage: $1,000.But on November 9, 2023 I received email from Achosa warranty that they would cover only $520 as replacement cost. It is against the commitment they made to me earlier plus its against their guide book I went to the store and chose to buy the refrigerator that costs $1,659. I would like Achosa Warranty pay me $1000 for the replacement refrigerator to fulfil the commitment.Achosa Warranty: Claim CL/2023/0000067102

  Business Response

  Date: 12/01/2023

  We have reached out to the customer multiple times to resolve this issue and have left voice mails for her to call us back.  We can be reached at ************ to discuss this with her.

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20916597
  
  I am rejecting this response because I am waiting response from them via email. I sent them email and asking for the confirmation about their commitment. The screenshot of my recent email to them has been attached.
  
  Sincerely,
  
  Marine Zaman

  Business Response

  Date: 12/13/2023

  We have spoken with the customer and come to a resolution on this claim.

  Customer Answer

  Date: 12/20/2023

   
  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,
  
  Marine Zaman

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with achosa home warranty in July. The claim is still open because the company continues to add an additional need before the claim is processed. The home warranty was purchased through the closing of a home and is only valid for one year. I only have 5 months left for this claim to process and am worried it will never be completed. The amount that would be reimburse is only $300, and I suspect this is a tactic being used by the company. When I initially filed the claim, I provided many details. The name of the company, what happened, and an invoice. The company required follow up directly from the company I worked with, excluding myself. I connected them and that company confirmed they answered the questions on July 24th, 2023, and again this month. Now achosa says they need to verbally confirm another detail on the phone with the technician that was at the house. Back in June. It seems unrealistic. I have asked the company to do this, but the technician is not available and/or has not connected with achosa. I'm not sure how to proceed. They have all the information I can provide, and have the contact information for the company I worked with. I'd like for the company to "finish the job" by processing the claim. Thanks for your help,****

  Business Response

  Date: 11/09/2023

  We have spoken with the customer and this claim has been resolved.

  Customer Answer

  Date: 11/11/2023

   
  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,
  
  *********************