ComplaintsforAFC Home Warranty

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid monthly to warranty my home. In August my HVAC system had an issue. I was told that the issue was rust in one area and a thermostat. I was also told the repair could not be done only a replacement. *** said they would only pay $80 for the thermostat and I would be responsible for thousands to repair and eventually replace the system. I hired an independent vendor that confirmed that the issue was rust, not maintenance and the system needed to be replaced. I asked *** to pay out the $80 and allow me to cancel. They said I would need to be a member for the 8 weeks it took to process the check for $80 in order to get that partial reimbursement. That meant I was still on the hook to any them $50 a month. This is the second time I tried to use the "warranty" they offered. It's totally useless an took my money.

  

  Business response

  09/24/2024

  We apologize for the inconvenience caused.While the rust may not be directly attributable to your actions, it is indicative of underlying issues that would have been identified through the required annual maintenance, as stipulated in the warranty terms.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought platinum package from *** on my brand new home in 2020 after the builder warranty expired. I used them exactly twice, and both times the claim was denied. The first was for a leak in bathroom sink. The second was for a leak in the A/C. They did eventually cover the sink and a very very small portion of the A/C repair. However, once I informed them that I would be canceling my policy after I received the check for the A/C repair, the company became very dismissive. The employees would all refer me to a different department and could only confirm it would take 4-6 weeks for reimbursement. They would not let me cancel my policy until the check was paid to me or else I would forfeit that money (according to them). It took 8 weeks and numerous phone calls on my part to receive the e-check. My payment is due tomorrow for the next month and when I attempted to cancel my policy within the same hour I received the check, I was told I received an email on July 18 of how to cancel. I do not delete emails and do not have an email from the company. I was told on the phone that I must contact the cancelation department via email and be put in the queue. They would cancel my policy "when they get to it". I just checked my account and they have already taken the next months payment. They advertise 5 stars on their website but not even close. Shady business that only takes money. I will also be notifying the military of their business practices to have the company blacklisted if I can.

  

  Business response

  09/20/2024

  Dear Mr. ****************** apologize that you were not fully satisfied with the $350.00 paid for Freon. As the unit was still under the manufacturers warranty, we were unable to provide further assistance as per our policy.
  Additionally, we have reviewed the charges associated with your cancellation request and have processed a full refund. We appreciate your understanding, and thank you for bringing this matter to our attention.

  Regards,

  AFC Home Warranty 

• Initial Complaint

  09/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Failure to honour home warrenty contract -failure to repair -HVAC SYSTEM

  

  Business response

  09/20/2024

  Dear BBB,

  Customer ***** **** submitted a service request on June *******, regarding his air conditioning unit, which he reported as not powering on. Initially, Mr. **** indicated that the unit had never been used. Notably,Mr. **** also submitted six (6) claims on the same day, June 26, 2024.

   Upon inspection, the assigned technician provided the complete make, model, and serial numbers of the unit, confirming that it remains under the manufacturers warranty. In accordance with our terms of service, we do not handle claims related to issues covered by manufacturer warranties, which constitutes the primary basis for denial of this claim.

  Further, per our preventative maintenance requirements, ******* confirmed that no preventative maintenance had ever been performed on the unit. This lack of required maintenance constitutes the second basis for denial.

  Additionally, the technicians diagnosis, which was submitted online, indicated that while the indoor unit runs when set to cooling and the outdoor condensers fan is operational, the compressor fails to start.Upon further investigation, burn marks were found on the main circuit board,preventing the compressor from communicating and functioning. *******, the manufacturer of the mini-split unit, recommended replacing the circuit board,the electronic expansion valve, and the compressor. The failure was attributed to a power surge and electrical short, both of which are excluded from coverage under our terms of service. This constitutes the third basis for denial.

  In summary, the claim has been denied for the following three reasons:
  The issue is covered under the manufacturers warranty.
  Failure to meet the preventative maintenance requirement.
  The cause of failure is due to a power surge and electrical short, which are excluded from coverage.

  In accordance with our terms of service, we have denied the claim based on these reasons. Mr. **** has since requested arbitration, and we have provided him with the necessary information regarding the arbitration process. At this time, no further action is required or available on our ******* the claim has been denied per the terms of service, no payment was promised or is due to the customer, rendering Mr. ****** claim to **** regarding non-payment or non-service inaccurate. His service request, submitted on June 25, 2024, was resolved within 48 hours.

  To provide further context, Mr. **** has submitted six (6)claims with us in 2024. Of these, four (4) claims have been paid, one (1) was denied, and this air conditioning unit claim remains pending due to the arbitration request.
  We have acted in full compliance with the terms of our service agreement, as outlined above.

  Customer response

  09/21/2024

   
  Complaint: 22262977
  
  I am rejecting this response because: THIS COMPANY IS A SCAM-THEY LIE ABOUT COVERAGE AND THEY DELAY AND LIE TO PREVENT PAYMENT. I HAVE INTIATED A LAWSUIT AND WILL WARN OTHERS TO NOT USE THIS COMPANY.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  09/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company markets protection for appliances that they do honor. I was very specific regarding the needs I had for a warranty, relative to the age of my home and appliances. Now that i need a repair, that cost $5,000 the company is telling me that due to the depreciated value of the appliance, they will pay $100. The fine print in the guidelines are ambiguous and easily open to interpretation on behalf of the company. After assuring me that my appliance was covered (in order to gain my membership) this action is very deceitful.I am a disable veteran and rely on the integrity of businesses with BBB to operate in honest protocol. I also asked for the explanation in writing for the resolution I was given, this was not provided. I definitely feel scammed out of the protection I was investing in, and was promised with this company.

  

  Business response

  09/16/2024

  Dear Ms. ***************** sincerely apologize that you were not fully satisfied with your coverage plan under AFC Home Warranty. Upon review, we see that your previous service request for your dryer was approved and paid in full, in accordance with our terms. However, regarding the air conditioning unit, due to the catastrophic and non-repairable nature of the failure, we offered the value of the unit per our service terms.

  *** determines approvals using the make, model, and serial number of the failing system to assess its age and identify a comparable model if the exact one is no longer available. We rely on a third-party resource, as specified in our terms and conditions, to evaluate the current or remaining value of your system or appliance. If the cost of repairs or replacement exceeds the systems remaining value, *** will offer that value towards repair or replacement.

  Based on the information provided, the model and serial number indicate that your system was manufactured in 2008. According to the third-party valuation, your system holds no current value. However, as a gesture of goodwill, *** approved a $100.00 contribution towards the recommended replacement.

  Thank you for your understanding, and we remain committed to resolving this matter in line with the terms of your plan.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **Complaint Against AFC Home Club Regarding Reimbursement Delay****Service Request Number:** ******** I am writing to express my extreme dissatisfaction with the service provided by AFC regarding a reimbursement that has been unjustifiably delayed. On July 3, 2024, I completed a repair that was approved for reimbursement. All necessary documents were submitted promptly, and I was assured that my reimbursement would be processed in a timely manner. However, it has now been over three weeks since I should have received the reimbursement check, and despite numerous follow-ups, I am still waiting.I have contacted AFC on a weekly basis since the six-week **** passed without any resolution. On August 19, I spoke with ****, who assured me that the matter would be escalated. Again, on August 27, I spoke with *****, who also promised that my claim would be expedited. Despite these assurances, I have yet to see any action taken. The level of service I have experienced has been extremely disappointing. The lack of ownership, the absence of a timely response, and the failure to fulfill your obligations are unacceptable. I expect prompt action to resolve this issue and to receive my reimbursement without further delay.I am bringing this complaint to the Better Business Bureau in the hopes that it will prompt AFC to take the necessary steps to rectify this situation.Sincerely, *******************************

  

  Business response

  08/30/2024

  We have approved the full repair and reimbursed the member $353.93. We apologize for the delay in processing the paper check, which is managed by a third-party service. However, after discussing with the member, he opted for an electronic check, and we have successfully processed it to his email.

  Customer response

  08/30/2024

  
  
  **Response to Resolution of Complaint Against AFC**
  
  Dear Better Business Bureau,
  
  Thank you for your assistance in resolving my complaint regarding the delayed reimbursement from AFC. I appreciate your efforts in facilitating this resolution.
  
  While I am relieved to have finally received the reimbursement, I must express that the turnaround time was entirely unacceptable. It took far longer than it should have, despite multiple follow-ups and escalations. This kind of delay is not just inconvenient but reflects poorly on the efficiency and customer service standards of the business.
  
  I sincerely hope that AFC will take proactive steps to address the issues within their business model that lead to such delays. Streamlining their reimbursement process would greatly benefit their clients and enhance customer satisfaction.
  
  Due to this experience, I have lost all confidence in AFC in meeting my needs. I wish the company the best in improving their services moving forward.

  Thank you again for your support.
  
  Sincerely,  
  *******************************
  

  
  

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ****** from their sales department called me several times about renewing policy. I stated I was not sure I would be renewing as I had recent claims I was not necessarily satisfied with their handling of. 3 days before my policy was set to expire AFC did an 'automatic renewal'. I immediately called them as I did not authorize this. I spoke with ***** and he stated he would cancel renewal policy. I've called several times and spoke with ****** in Billing, only to be told they have 7-14 business days for my refund to be processed by the bank... Why? We live in an electronic age, no refunds should take this long. Also, being AFC was not authorized to 'auto renew', especially since I had spoken with ****** on at least 2 occasions regarding my upcoming expiration date on current policy... why was this processed? Shady business practice and it seems to be the norm with home warranties. As I explained to ****** and *****, AFC does not have ample contractors in my area. Waiting 2 weeks for a plumber for a water leak is unsatisfactory. This is just one of the issues I had. Refund should have been immediate as charge should have never been processed.

  

  Business response

  08/23/2024

  Your renewal had been refunded in full and the receipt sent to your email.

  Customer response

  08/26/2024

  I will accept refund, but have not received yet. I did not receive a refund email from AFC.

  

  Business response

  08/30/2024

  This was previously refunded. 

  Customer response

  08/30/2024

   
  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

  08/21/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  AFCHC24P260008 was due for renewal in ******** advised we would not be renewing. They continue to bill ***** monthly on a contract that was not renewed. In July I called and asked the status and why they were still billing. I also have emailed several times. To date they have billed me $202.72 on a cancelled contract

  

  Business response

  08/27/2024

  Your $202.72 has been refunded in full. When the plan as renewed in June we did not receive a cancellation letter until July. Refunds can take 4-6 weeks in some cases but we have gone ahead and processed this in full back to you, please allow 2 business days to reflect in your account, thank you.

  Customer response

  08/28/2024

   
  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

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Called AFC on 8/02/2024 to request a service call for my washing machine malfunction. Received email requesting service fee payment of $125.00 (policy standard procedure) on 8/02/24; electronically transferred payment of $125.00 to AFC on 8/03/24. Recd email from AFC @ 4pm 8/05/24, with repair technician contact contact information and instructions: ***************** was given for both the technicians company name and for him, ************, email at ******************** and instructing me to contact the technician to schedule the appointment and to ensure that the technician contacts AFC directly with a diagnosis while on site. Technician called me 8/05 & scheduled appt. for Monday 8/12/24 between 2 pm & 5 pm.On Monday 8/12, technician was a NO SHOW. I called him around 5:15 pm, no answer, left voice mail, the called AFC to report no show. AFC called the tech, who rescheduled for 6 pm, same day, after which AFC called me back w/update. At 6:15 pm, NO SHOW; I called tech and AFC, no answers on call, left voicemails on both. Also called, left voicemail for my account mgr, *****,. No return calls from anyone 8/12.8/13, no call backs, at 11 am I called AFC, was told AFC protocol of 3 contacts w/tech were required in order to reschedule w/another contractor had not yet been met (I.e. no one had bothered to follow up w/tech or me that morning) after the 2 no show contacts 8/12. I was told AFC would call him & call me back. ( the required 3rd contact ). I again called ***** acct mgr, left voicemail, no return call from him or service ***** I called AFC late pm and was told that my claim/service request had been escalated & a manager would call me. NO CALL BACK from anyone. At 1:01 pm, 8/15, I emailed AFC and requested CANCELLATION of policy, REFUND of **************** of remaining POLICY BALANCE. At 3:15 pm, AFC billing **** emailed me confirming cancellation of membership, sorry to see you go etc. PHOTOS of EMAILS TO FOLLOW

  

  Business response

  08/30/2024

  ******************,

  Thank you for reaching out. We apologize for your dissatisfaction with your initial experience with AFC. Please note that the technicians are third-party vendors and not directly employed by AFC; however, we fully understand the frustration caused by the technician's failure to arrive at your home as scheduled.

  Our records indicate that the appointment was set for August 12th. On that day, you informed us that the technician had not yet arrived. When we contacted him, he assured us that he was on his way. Unfortunately, after he failed to show up, we reached out to him again. He later responded via text, stating, *****************, Good afternoon *****, I apologize for the late response and the missed appointment. Due to a scheduling mix-up, we missed this homeowner. We confused this customer with another scheduled for the same time and area.

  Despite our efforts to coordinate between you and this previously trusted vendor, we regret that the situation was not resolved to your satisfaction. We advised that there might be delays if the technician were reassigned and offered you the option to choose your own technician, which was declined.

  The case was then returned to dispatch for reassignment, but within the next 24 hours, you opted to cancel the service. We have already processed a refund of the service fee, and an additional refund, as per our terms of service, will be completed within two business days.

  We appreciate your understanding and apologize for any inconvenience this situation has caused.
  
  
  Regards,

  AFC Warranty 

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for the home warranty policy with AFC home club in 5/28/2024 . Unfortunatley my central Air unit had a problem on 7/14/24. AFC denied my claim stating that the unit is covered under manufacturer's warranty. I contacted ****** the information given by AFC was false. My unit was not covered. I had a 1 year warranty which expired in 2020. I had to demand a refund, emails attached. AFC charged me a cancellation fee, which was never disclosed to me when I signed up. AFC advised me I was not getting my full refund of the $500 deposit back. I was also told I have to wait 4-6 weeks for a refund of $414.71. This is totally unacceptable. I do not want to want any longer, I used my debit card to pay, there is no reason why I should not receive my money back right away. This is a scam company, I am very upset. I still do not agree with the refund amount, I should get my full $500 plus pro-rated payment for July 2024; since the cancellation policy was not disclosed when I signed up. Please assist with this. Thank you.

  

  Business response

  08/20/2024

  Thank you for bringing your concerns to our attention. We have carefully reviewed the make, model, and serial numbers of your HVAC unit, and confirmed that your unit is indeed covered under the manufacturers warranty. We verified this information directly on the manufacturers website.

  We want to remind you that our company offers a 30-day review period to ensure that our coverage aligns with the needs of your home. During this period, if you find that our service does not meet your expectations, you are eligible for a 100% money-back guarantee. This policy is designed to provide you with peace of mind and flexibility.

  Please note that our cancellation policy is clearly outlined in our terms of service and is always available for public viewing on our website. We have acted in full accordance with these terms, and as a result, a full refund is not due and the cancellation fee applies. The prorated refund has been processed  back to you, please allow 2 business days for your banking institution to reflect this. 

  Thank you

  Customer response

  08/20/2024

   
  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

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ** unit that was new in 6/2022 went out at a property. Filed a claim, contractor went out. The part was covered under manufacturer warranty. AFC said since its covered under warranty, we are closing the claim. The part is covered, but the contractor said I still need to pay for labor and refrigerant. I called AFC back to say, I am still out of pocket for this situation, and the agent said that they wont pay for this since its covered under warranty, and they wont provide double insurance for a claim. I explained that insurance is used to bring peope back to whole and there is no double coverage here, as I am still out of poocket $1500 for this repair. I feel as if I have been scammed gojng with this company. Whats the point of a home warranty when it doesnt pay to repair the ** unit since the unit has a parts only warranty from the manufacturer???

  

  Business response

  08/19/2024

  Thank you for reaching out to us regarding your AC unit. We understand how frustrating it must be to experience a coil failure due to a manufacturer defect, especially when the unit is only 2 years old. These components are typically expected to last 14+ years, and it's disappointing when they don't meet those expectations.

  While we completely understand your frustration, I want to clarify the situation regarding labor coverage under your aftermarket warranty (AFC). Unfortunately, AFC does not cover labor costs for issues that stem from a manufacturer's defect. The root of this problem seems to be the manufacturer's failure to produce a reliable product, rather than an issue with your warranty coverage.

  Given that your unit is relatively new, I recommend reaching out to Trane directly to request a review of your case. They may be willing to offer goodwill assistance for the labor costs, considering the premature failure of the coil.

  To put it in perspective, this situation is somewhat akin to taking your vehicle to a service provider like ********** for an oil leak, only to discover that the issue is due to a faulty seal that should be addressed by the car's manufacturer. While it's inconvenient, the responsibility for resolving such defects falls on the manufacturer, not the service provider or the warranty.
  Given the circumstances, we'd like to offer a solution that we hope will meet your needs. While we are unable to cover the unit due to its existing manufacturer warranty, we can adjust your monthly payment to $43 per month. This adjustment will exclude HVAC coverage from your plan, allowing you to continue receiving protection for other essential appliances and systems in your home.

  We value your business and want to ensure that you feel supported by your warranty plan. If you are satisfied with this adjustment, we can make the changes to your plan immediately. Please reach back out and let us know, thank you!
  

*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. ↩