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:04/17/2025

  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.

  To whom concern: I have AFC Home warranty as my provider when my appliances or items that are covered in my contract need to be replaced or fixed. on 01/27/2025 I contacted this company because my dishwasher stop working ( Service request #******** ) after several days *** took a resolution and agreed that my dishwasher is unrepairable and it needs to be replaced, so I purchased a new dishwasher and provided to *** my purchased receipt -and they told me that it will take up to 8 weeks to get my reimbursement of $310 dlls ( this money will not covered the entire purchased so *** agreed to provided only that amount) - after several attempts to *** I don't have a resolution to get my reimbursement - the 8 weeks are already overdue in April 11 2025. I never received any documentation stating this "8 weeks period" not this information is not listed in the contract or advertised in the website. Anyway, I already passed my 8 weeks to get this money back and this company is not responding accordingly. **** ********

  

  Business Response

  Date: 04/17/2025

  We apologize for the delay. This payment was originally scheduled to process on Monday; however, because ******* are issued through a third-party provider, occasional delays can occur. We have since met with the provider and addressed the issue to help prevent future delays.
  We sincerely appreciate your continued patronage. Please check your email inbox, as the eCheck has now been delivered and is available for you.
  

• Initial Complaint

  Date:04/04/2025

  Type:Sales and Advertising 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 when I purchased my current home. I called to put in a claim and they sent a technician out. The technician found the problem and now the home warranty company says I need to had a preventative maintenance plan (service) for the ac unit saying the unit was working prior to my call. Other than a home inspection stating the unit was working is all I have. They will not accept that. Whats the point of having a home warranty then. My home inspection says the unit was working. This company is a ripoff.Ive never heard of a homeowner contacting the previous owner asking for their service contract.

  

  Business Response

  Date: 04/10/2025

  Dear BBB,

  Thank you for bringing your concerns to our attention regarding your recent experience with AFC Home Warranty. We sincerely apologize for any confusion or inconvenience this situation may have caused.

  After reviewing your complaint, we would like to clarify several key points for transparency and understanding.

  While we acknowledge your frustration, its important to note that home inspectors typically assess ************ by simply turning them on to confirm basic functionality. However, home inspectors are not licensed HVAC technicians, and their evaluations are not a substitute for the comprehensive maintenance that can only be performed by a qualified professional.

  At ***, we emphasize the importance of preventative maintenance. As outlined in our Terms of Service, members are required to have annual maintenance performed by a licensed HVAC technician, with documentation showing no suggested or required repairs, in order to qualify for coverage. This ensures that systems are properly maintained and that pre-existing issues can be identified and addressed before becoming significant failures.

  We show that you acknowledged receipt of these Terms of Service on prior service requests. Specifically, the agreement states:
  "*** is not liable for normal or routine maintenance or failure to perform normal or routine maintenance. Before accepting a service request on an HVAC system or tankless water heater, *** requires a prior annual maintenance record from a licensed technician (often called a check-up) showing no suggested or required repairs... In order to receive service... the Member must provide a previous maintenance record from within the last ************************************ required repairs."

  ************, like most mechanical equipment, typically last around 15 years, depending on several factors such as usage frequency, routine upkeep, and environmental conditions. Without proper maintenance, however, the lifespan of the unit may be significantly reduced. With regular care, systems may even exceed the standard life expectancy.

  Additionally, we would like to remind you that all *** members are provided with a 30-day review period at the beginning of their coverage. This window allows members to fully evaluate the terms and determine whether the service is a good fit. If at any point during this timeframe you had found that our plan did not meet your expectations, a full refund was available, as clearly stated in our agreement.

  We truly value you as a member and appreciate the opportunity to clarify our position. We hope this explanation provides insight into our policies and procedures. If you have any further questions, we remain committed to assisting you in any way we can.

  Thank you for your time and understanding.

  Sincerely,

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

• Initial Complaint

  Date:04/04/2025

  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.

  Last December, I had my ******* come to fix a leak in the laundry sink and in the shower. I called *** during the time of service to have them speak to the ******* per their directions. The agent said it wasn't necessary to speak to the ******* as she had determined a $150 faucet replacement reimbursement was appropriate. I asked to speak to someone else since a lot more was involved than a faucet replacement but was refused. Sure enough, *** did want to speak to the ******* after receiving the claim and invoice. Since they couldn't get a hold of my *******, this delayed the process. I said I wanted to cancel my home warranty due to the poor service that was provided. However, they won't process a claim if you cancel coverage. So they have decided to delay processing this claim as long as possible and I have been paying for unwanted coverage for months. It's been more than 12 weeks since the claim was filed. Home warranties are intended to help you afford repairs that you might not otherwise be able to afford. If you are waiting for months for a reimbursement, how would that assist anyone? I agree with the other complaints. I think this company takes advantages of its customers.

  

  Business Response

  Date: 04/10/2025

  Dear BBB,

  We sincerely apologize for any inconvenience caused during the reimbursement process. Our records indicate that your claim involved two separate service requests. One of the eChecks associated with the first request was retrieved and successfully cashed.

  The remaining reimbursement, which pertains to the second service request, has since been issued and sent. Please note that we utilize a third-party processor for our eCheck disbursements, and there have been some delays on their end, which unfortunately impacted the timing of this payment.

  Regarding the faucet issue, we approved the maximum amount allowable under your plan based on the information initially provided. When we received the invoice from the technician you independently selected, we made several attempts to obtain additional documentation and a formal diagnosis, as required under your service agreement. Despite not receiving the necessary details, we still processed and approved the covered portion of the repair.

  We appreciate your patience and understanding, and we remain committed to providing quality service to our members.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23159320
  
  I am rejecting this response because:

  This company took over 112 days to settle a straight forward claim and the customer should not have to pay for undesired coverage because their agent did not get the required information at the time of the claim and the company's electronic check provider was experiencing issues. If this was a known issue, why not advise customers of this?

  Agents were quite willing to cancel my coverage if I agreed to cancel the claim. However, now that this has been settled, I had to call twice and send an email in order for them to process a cancellation. Apparently, now I needed supervisor to cancel and could not get one to call me back. When I insisted on speaking to someone today, all she did was provide an email address. These agents are all trained to delay cancellation. So, instead of receiving a refund for coverage, I paid for 112 days of unwanted coverage (including this weekend because they refused to help me on ********************************* only responded to settling these claims after the BBB complaint. I have cashed both of the checks but would not be at all surprised if the checks are returned. I received a strange email from their electronic check provider saying one of the checks had been voided. I want to be properly refunded for cancelling coverage would like to keep this complaint open until those funds have cleared. I will not be responsible for returned check fees.

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

  

  Business Response

  Date: 04/16/2025

  Thank you for your additional feedback, Ms. ***************** sincerely regret the inconvenience you experienced and appreciate the opportunity to clarify and bring resolution to this matter.

  Although your cancellation was formally processed on April 14, 2025, we are extending a courtesy backdated cancellation to February 1, 2025, based on the timeline of your concerns. Your plan was a 36-month policy purchased for $1,350.00, which equates to $37.50 per month. As a result, we have refunded $112.50 for the unused coverage in February, March, and April. This refund has been issued today to the card on file.

  Regarding prorated refunds or additional adjustments outside of this resolution, we kindly refer you to the Terms of Service agreed to at the time of enrollment. You are also welcome to contact our ****************** directly with any further questions or concerns.

  We again apologize for the delay you experienced and appreciate your feedback as we work to improve our service. Please dont hesitate to reach out if theres anything further we can assist with.

  
  AFC Home Warranty
  Customer Relations Team

  
  

  Customer Answer

  Date: 04/20/2025

   
  Complaint: 23159320
  
  I am rejecting this response because:

  The date of the plumbing service was Dec. 30 which is when this issue began (when I did receive the proper service to file the claim). Another claim was created by staff weeks later to separate the two separate plumbing issues. This would not have been necessary if the *** agent had just spoken to the plumber. Therefore, I am requesting that I also be refunded for service the month of January ($37.50)
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/21/2025

  We have reviewed your claim, dates, and your request. We have processed the refund for January per your statement. 

  Customer Answer

  Date: 04/25/2025

   
  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:04/01/2025

  Type:Order 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.

  In this electronic age, it should not take this long to refund my $619. My original contract was actually still in effect for another month. The year renewal that I paid and have requested a refund was sent before even due, so a simple solution is to simply reverse the payment and send back. My decision to cancel the renewal was because the sales *** mis***resented the policy. I had filed two claims in the almost year that I had the contract. First for garage door which you refused to cover. Second, and the reason I decided not to renew, was a claim for my dishwasher. I paid the $100 service fee. **** came and said it needed gaskets. No one came back so I called tech. He said that he was waiting approval from you. I called you and was told that the tech's ***ort said the ***air would be over almost $700, just for gaskets. All you would pay would be $100. The sales *** who sold me the original contract had told me that all ***airs would be covered or you ***lace. Totally, a mis***resentation to get me to sign the *********** original contract with ******* was expiring in April, so I paid in advance the $619 on March 13, 2025 to renew for another year. On March 13 I called to get the status of dishwasher ***air. I had paid $100 service fee, but nothing was done to resolve the issue. I was told that the ***air would be $700 but *** would only pay $100 for the ***air. I reminded *** that I was told when signing the original contract that if my appliance could not be ***aired, *** would ***lace. The customer service *** informed me their sales *** was not correct. Since the original contract was mis***resented, I decided I did not want to renew for another year, so I cancelled on the same day (March 13, 2025) that I paid the $619 renewal. I have requested on numerous occasions they send back my refund of $619, plus $100 service fee since no service was done.

  

  Business Response

  Date: 04/11/2025

  Thank you for your feedback. Were sorry to hear about your disappointment and that youve chosen to cancel your membership with **************

  A full refund for the recently renewed account has been issued.

  Regarding the claims filed during your membership, each was thoroughly reviewed in accordance with the terms of the plan, including industry-standard valuation based on the age and condition of the item. We understand this outcome may not have aligned with your expectations, and we truly regret that your experience left you feeling unsatisfied after a year of membership.

  Wed also like to clarify that the $100 deductible is a dispatch fee paid directly to the technician for diagnosis, as outlined in our Terms of Service. This fee covers the cost of having a licensed technician assess the issue and is non-refundable regardless of the claim outcome.

  We appreciate your time with us and wish you all the best moving forward.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23147608
  
  I am rejecting this response because:
  While the $619 was finally received today, which is three weeks late, the $100 was not received. The $100 was paid directly to them and not a technician. No work was performed so expect the return of the $100. 

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

  

  Business Response

  Date: 04/16/2025

  Thank you for your follow-up. Were glad to hear the $619 renewal refund has been successfully received.

  Regarding the $100 service fee, we want to respectfully clarify that this amount was not retained by AFC Home Warranty. The fee was collected solely to dispatch a licensed technician for on-site diagnosis, which was performed by *********************** on March 13, 2025. Per standard practice and as disclosed in our Terms and Conditions, this service fee is passed through in full to the technician for their time and expertiseregardless of whether repairs are approved or declined.

  In this case, Bells Appliance completed a full diagnostic of the dishwasher,identifying a leak from the fan motor seal and air inlet due to normal wear.The age of the appliance (manufactured in 2000) and the cost of repair ($681.74) resulted in our offer of a $100 settlement, consistent with our age-based valuation model as explained in your plan documentation. While we understand this outcome may not have matched the expectations set by the sales experience, our claims team acted in accordance with both policy terms and standard home warranty practices.

  To reiterate, because the service was rendered and the $100 fee was paid directly to the technician, we are unable to refund this portion of the payment.

  We appreciate the opportunity to respond and wish Ms. ****** the very best moving forward.

  
  AFC Home Warranty
  Customer Experience Team

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23147608
  
  I am rejecting this response because:

  The business practices are questionable, since I paid them the $100, not the technician they sent. The technician did nothing and just submitted an estimate for work that was not needed. The only offer from them was to pay $100 to ***lace my dishwasher, even though my dishwasher only had a minor leak at the corner of the door. Apparently, this is the standard for the company because they almost always will only offer $100 no matter the problem. This is done even though their sales *** tells you they will ***lace or ***air at no cost other than service fee. The promises are made just to get you to sign a contract.

  I don't expect a resolution to this, although I had hoped they would at least try.

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

  

  Business Response

  Date: 04/16/2025

  Ms. ******,

  Thank you for your feedback. To clarify, the $100 service fee you paid was not kept by ***** was forwarded directly to the licensed technician who visited your home. This fee covers the cost of diagnosis and is standard practice not just with home warranty providers, but also when hiring a technician independently. Regardless of coverage outcome, licensed professionals charge for their time and expertise.
  We hope this helps clear up any confusion and appreciate the opportunity to address your concerns.

  AFC Home Warranty
  Customer Relations Team

  
  

  Customer Answer

  Date: 04/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is NOT satisfactory to me.
  However, will close due to inability to get resolution. 

  I just will not use this service nor recommend.

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

• Initial Complaint

  Date:03/27/2025

  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've been an AFC Home warranty customer for a year, now. I orginally switched from Choice Home Warranty to AFC Home warranty after speaking with a sales person who promised they were better. I also even asked that sales representative if it mattered how old my appliances were, and he reassured me that as long as they were in working order when I started my warranty (which they are) they would cover them. Well that was obviously a bold-faced ******** we are a year in, and I've filed my FIRST claim with the company. So let's be clear, I've been paying $60 a month for 12 months and filed zero claims until now. On 3/24/25 we started having issues with our ******* washing machine. I immediately filed a claim with *** since that's what I pay them for, and was pleasantly surprised when they got someone assigned very quickly. However that's where the positive ended. The repair guy showed up, provided a diagnosis to *** and told them it would cost 436 dollars to repair. He and I both assumed they would cover the repair. WRONG.They reached out to me yesterday and said they will give me $175 dollars because that's what my washing machine is now worth since it was manufactured in 2015. What a joke, so basically after the $75 service fee, they are willing to give me $100 toward either a repair, or a new machine. That's completely unacceptable. A $436 repair should be covered, that's WHY I pay for this service. If they won't cover this, then what will they cover. My guess is NOTHING.I'm waiting for a call from management about this service claim, and we'll see what they say, but needless to say unless the cover close to the full amount, I'll be canceling with this company as it's a COMPLETE waste of money.

  

  Business Response

  Date: 04/02/2025

  Dear Mrs. ********************* you for your feedback. Were sorry to hear about your disappointment and that youve chosen to cancel your membership with **************

  While your coverage was active, your claim was reviewed in line with the plans terms, including valuation based on age and condition of the item. We understand this may not have aligned with your expectations, and we regret that your first claim left you feeling unsatisfied after a year of membership.

  Though your account is now closed, were happy to answer any remaining questions or provide additional documentation if needed. We appreciate the time you were with us and wish you the best moving forward.

  Sincerely,
  Customer Relations
  AFC Home Club

• Initial Complaint

  Date:03/27/2025

  Type:Product 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 purchased a home warranty from *** they refused to honor. Additionally they charged me for a $75 service fee but never paid the technical (which required me to pay them). The company agreed in writing to refund me the $75 since they never paid the technical but months later changed their mind and refused to refund the amount.

  

  Business Response

  Date: 04/02/2025

  We had approved a refund of the $75 service fee as a courtesy; however, before the refund could be processed, the charge was disputed and reversed through ************************ institution. Because the funds were already returned through that channel, we are unable to issue a second refund for the same transaction.

  If Mr. ******** needs any supporting documentation for his records, were happy to provide it.

  Sincerely,
  ******** Club Customer Relations

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23122797
  
  I am rejecting this response because the refund has not been issued yet.  Please process immediately. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 04/08/2025

  We have refunded the service fee and will contact the merchant directly. 

  Customer Answer

  Date: 04/08/2025

   
  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:03/21/2025

  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.

  BUYER BEWARE! This company my first repair I called and the technician never arrived. I called the company was transferred over eight times finally reached a supervisor named *******, who was very unprofessional. She attempted to lie and change the appointment time. I spoke her ****** ***** who was just as bad and advised me that despite me taking off work for a technician that never arrived I could email them to cancel, but I could not do it with her. She advised me the owner or a manager of the company named ***** was unreachable. Its very poor service and Ive only been with the company 30 days please do not spend your money with this company! Horrible business practices, I asked for the owners email and ***** said she didnt know it I could look it up!

  

  Business Response

  Date: 04/03/2025

  Thank you for the opportunity to respond.

  At *************, we take pride in offering responsive service, clear communication, and flexible solutions for our members. In this case, we worked diligently to schedule a technician for ******************* request and confirmed an appointment window of 4:006:00 PM on March 21, 2025.

  The technician was en route and on time within the agreed window when the customer declined the service and canceled the appointment. Despite this, *** still paid the technician on the customer's behalf as a courtesy and offered to waive the service fee in full in an effort to resolve the matter.

  Our team made multiple attempts to clarify the scheduling details and address Ms. ******* concerns. Unfortunately, she elected not to move forward with the appointment and chose to cancel her membership.

  While we regret that her experience did not meet expectations, we stand by the service provided by our team and the professional way in which this situation was handled.

  Sincerely,

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

• Initial Complaint

  Date:03/20/2025

  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.

  ON 2/13 2025 I requested service for our refrigerator as it wasn't working we called *** and they said they'd sent out a technician, they couldn't find one local even though I gave them a local company I informed them I was going to call them on 2/26/2015 and they [South Sound Appliance] said they'd send out a technician on 02/28/2025 to diagnose. the cost of initial service request was 75 and the diagnosis was ****** which we paid in good faith as the representative informed us we were able to use our own contractor. The cost of actual repair was in excess of $1300 and would need to go for review so we would get back to SSA.The next day after reviewing I was informed they would not cover any repairs infact I was told by **** I could buy cheaper on the website and get a second opinion at my expense [again } I sent a copy of my receipt to the company on 02/29/25 and was told it would take 3-5 days then in another e mail 7-10 days as of today 03/19/25 we recieved $0 . Today I called and waited 1.5 hours on the phone left message then called back and was told that due to the fact that I had lost my card and my account was past due they wouldn't be reimbursing me my money [my account was due on 3/15] I explained that they hadn't reimbursed me in the time frame that was specified and they had not fulfilled their end of the contract prior.this company not only didn't fulfill their end of the contract 1... saying for 10 days they had called SSA 2...sending reimbursement within 14 days this company take forever to answer calls and when they do they are rude and unable to comprehend the customers concerns

  

  Business Response

  Date: 04/03/2025

  Thank you for the opportunity to respond to this complaint.

  We apologize for any confusion or frustration the customer experienced throughout the service process. The homeowner contacted us regarding a refrigerator issue and was informed of the option to use their own technician, as permitted under the terms of their agreement. We received a diagnosis and receipt from the technician South Sound Appliance, which was reviewed by our team.

  Based on the diagnosis submitted, the repair estimate exceeded the covered scope outlined in the customer's plan, and a partial reimbursement of $75 for the service fee was authorized. While we intended to issue this refund as a courtesy, the customer's account fell past due and became locked in our system. Unfortunately, we are unable to issue reimbursements to inactive or past due accounts per our system and financial processing protocols.

  We recognize the delays and miscommunications regarding expected time frames and are addressing this internally to improve consistency in member communications. While we understand the customer was dissatisfied with the outcome, our team did follow the terms of the agreement and attempted to provide clarification throughout the process.

  As of today, we have processed the refund of $75 for the service fee, and we consider this matter resolved. If the customer requires any documentation or further assistance, we are happy to help.

  Sincerely,

  ******** Club Customer Relations Team

  
  

• Initial Complaint

  Date:03/18/2025

  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.

  On 02/25, I requested service from *** for my refrigerators ice maker, which was leaking and not producing ice. I paid a $125 service fee. On 02/26, a technician from Power Tech Appliance inspected it, said two parts were needed, and sought **** approval. On 03/03, he replaced the parts and told me to wait 48 hours for ice, assuring me of a 90-day warranty on his work.On 03/04, *** called for an update. I told them I had to wait 48 hours to confirm if it was fixed. On 03/06, with no ice, I contacted the technician, who promised to return on 03/09. He never showed up and stopped responding. On 03/10, I called ***, and they assured me they would contact him since his work was under warranty.On 03/13, *** admitted they could not reach the technician and sent a new one. On 03/15 the new technician diagnosed a faulty motor and requested AFCs authorization. On 03/17, *** demanded another $125 service fee, claiming it was a new issue. I refused, arguing my original problem was never resolved.On 03/18, **** manager insisted I pay the fee, falsely stating I had confirmed the issue was fixed. I clarified that my response was based on waiting 48 hours for results, not actual confirmation of a fix. Despite my explanation, they refused to acknowledge the ongoing issue and continued pressing for payment. Later, an *** supervisor called, initially stating they would waive the $125 fee but then claiming the repair would cost $375. They justified this by citing a previous charge of $227.41 and AFCs $300 repair limit, making me responsible for an additional $300. I objected, explaining that the first repair failed, the technician abandoned the job, and I had no confirmation that the parts replaced were even necessary. *** dismissed my concerns, refused further assistance, and suggested that if I was unhappy, I could cancel my policy. This response was unacceptable, as I had paid for coverage that was not honored, leaving me with a broken appliance and unfair charges.

  

  Business Response

  Date: 04/01/2025

  We appreciate the opportunity to respond to this complaint. Mr. ******** does not have a membership with ***, and we are unable to discuss account details with non-members.
  While we understand his frustrations, we want to clarify that *** has acted in full accordance with the terms of service and has approved the maximum limits set forth in the agreement.
  For further resolution, we will communicate directly with the actual account holder. Please let us know if any additional information is required.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23082219
  
  I am rejecting this response because

  I am an authorized user on the account. Around eight months ago, we contacted *** to ensure I was added as part of the household and as an authorized user. While my husband originally opened the account, the payments are made using my credit card, and all service requestsincluding this onehave been placed under my name. A clear indication of this is that when *** left a message regarding the service request, they addressed it directly to me, ******* ********. Therefore, **** claim that I am not a client and that they cannot discuss the matter with me is inaccurate and misleading.
  Additionally, my primary issue remains unresolved. *** applied $227.41 of the $300 coverage limit toward a repair that ultimately failed. The first technician not only failed to fix the issue but also failed to return despite his service being under a 90-day warranty. *** then sent a second *********** who determined that the problem was different. This contradicts AFCs argument that the first repair was successful and that a new, unrelated issue arose. In reality, the ice maker was never properly repaired to begin with.
  *** cannot claim that the initial repair was completed successfully while also acknowledging that another technician had to be sent to address the same issue. Therefore, I maintain that *** is responsible for ensuring the repair is fully covered under the original service request.
  I request a proper resolution to this matter and expect *** to honor its obligations under the warranty and service agreement.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 04/08/2025

  We have reviewed Mr. Santiagos complaint regarding the repair of his ice maker. *** initially approved the maximum coverage limit of $300, in full accordance with our Terms of Service. If Mr. Santiago has concerns regarding the completed repair, we advise that he reach out directly to the technician, as they are responsible for any applicable work guarantees.
  However, as a gesture of goodwill, *** will approve the maximum $300 coverage again to assist with additional repairs. Mr. Santiago has the option to use his own technician or request service through another AFC-dispatched technician. Please have Mr. Santiago confirm how he would like to proceed, and we will be happy to assist.
  Additionally, if Mr. Santiago is unhappy with our product, he may cancel his membership at any time by emailing ********************************************. If he chooses to cancel, all service requests will be closed and voided.
  

  Customer Answer

  Date: 04/09/2025

   
  Better Business Bureau:
  
  I summited this complaint to the ***************************** in **, they also had the same response, for that reason I am closing the complaint here and leave the other open. Thank you for your help reference to complaint ID ********,
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:03/14/2025

  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.

  Refused to reimbursed me for my furnace. Told me I had a 40 year warranty with furnace . The company is out of business. I have no one to contact regarding a warranty.I had to have the furnace replaced the furnace was old a Kenmore told me when I signed up furnace repair is covered. I asked the company did they cover old appliances they told me yes

  

  Business Response

  Date: 03/28/2025

  Dear BBB Representative,

  Thank you for the opportunity to respond to the complaint submitted by Ms. **** ******* regarding her home warranty claim under order number 00148942.

  Ms. ******* enrolled in a home warranty plan with AFC Home Warranty on January 28, 2025. During the recorded enrollment call, she requested coverage for standard home systems and appliances, including the furnace. At no point during the call did Ms. ******* inquire about age-related limitations or exclusions, nor did she disclose any existing issues with her furnace at the time of purchase.

  On March 5, 2025, Ms. ******* contacted *** to report that her furnace was blowing cool air. She informed our team that she had already hired a third-party technician to assess the issue and was planning to replace the system. That technician, when speaking directly with our claims department, confirmed that the failure was due to a malfunction of the heat exchanger.

  *** reviewed the technicians diagnosis in relation to the terms of ******************** agreement. Per Section IV of the *** Terms & Conditions (Items Not Covered), the following exclusion applies:

  Heat exchangers and components covered by a manufacturers warranty are excluded from coverage. *** does not assume liability for components still under original manufacturer or extended warranties, regardless of whether the manufacturer remains in business.

  Ms. ******* also claimed that *******, the manufacturer of the furnace, is no longer in business. This is inaccurateKenmore remains an active brand. Regardless of brand status, the failure was to a part explicitly excluded under the terms of the agreement.

  Heat exchangers commonly carry extended manufacturer warranties of 20 years to lifetime, depending on make and model. This is standard across the **** industry and reflected in ***s policy language, which aligns with those norms.

  The timeline and circumstances of Ms. ******** claim strongly suggest that the issue with the heat exchanger may have existed prior to her enrollment, which would also place it outside the scope of coverage.

  Ms. ******* paid a total of $75.00 for her plan. Following the claim denial, she elected to cancel her policy, and ************ refunded her full payment. While we empathize with the challenges associated with system failures, it is not reasonable to expect reimbursement of $1,800 for a failure involving an excluded component, particularly when no additional premium was paid beyond the initial fee.

  *** has complied fully with the terms of the service contract. No further compensation or resolution is warranted. We are happy to provide supporting documentation, including the signed agreement and recorded call, upon request.
  Sincerely,

  Service ***********************start="3444" data-end="3447"> ******************************start="3468" data-end="3471"> AFC Home Warranty

  
  

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23067042
  
  I am rejecting this response because: When I signed up for the warranty I was told all parts are covered also old furnaces are covered no maintenance records are needed. Since I was given the incorrect information when signing up I should be reimbursed. The call should be pulled I was on. I asked every question before I signed up with this home warrenty. They told me false information to get me to sign up. Also I never received a refund of any sort. The home warranty company has kept my money and not kept their promise . If you read the reviews I am not the only one lied too. There are many more customers that are upset. Many more customers they did this too. A lot of people . They are getting away with this. Some thing needs to be done.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 04/03/2025

  Thank you for your follow-up.

  We would like to reaffirm that our representatives are trained to explain the key aspects of coverage, and we make all contract terms available to our customers during the enrollment process. In this particular case, while the customer asked general questions, there was no specific discussion about exclusions related to manufacturer warranties or cracked heat exchangers during the recorded call.

  It is also important to clarify that home warranties across the industry do not cover items under a manufacturers warranty, which is standard practice. This avoids overlapping liability and ensures that manufacturer-backed repairs are properly honored. According to ******** Insurance, home warranties dont usually cover items already protected by a manufacturers warranty a principle consistently applied by all major providers?source: ********?.

  Additionally, the exclusion of cracked heat exchangers is common due to serious safety concerns. Heat exchanger cracks can leak carbon monoxide, which is potentially deadly. As noted by industry experts at Modernize, warranty companies may exclude coverage for heat exchangers due to the risk of carbon monoxide exposure, and regular inspections are recommended for safety and compliance?source: ***************************.

  As a further demonstration of good faith, a full refund was processed and issued. If the customer has not located the refund, we encourage them to check their statement or contact their bank for confirmation.

  We remain committed to honest, ethical practices and urge all customers to review the full terms provided at enrollment. Should there be any further questions or need for clarification, we are happy to assist.

  Sincerely,

  ********************* Team

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23067042
  
  I am rejecting this response because: the company did not supply be with any contract regarding what was covered and what wasnt. Told me everything was covered every part and any age. I didn't get a refund either checked bank account.  Send proof. I would like the total cost of my furnace due there employees are not telling potential customers that certain parts are not covered. If  they were they  wouldn't have thousands of negative reviews on the internet under the site. The staff is trained to sign customers up at all costs to make a sell. Once you place a claim they deny you. This company needs to go on the news. I am ready to go live on the news to tell my story to help other people. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 04/11/2025

  We appreciate the opportunity to respond to Ms. ********* concerns.

  As previously communicated, a full refund was issued to Ms. ******** even though one was not contractually owed. We took this step in good faith in order to resolve the matter and ensure she was made whole. The associated account was voided, and she is no longer an active member.

  A screenshot confirming the refund has been provided, and Ms. ******* is welcome to reach out directly to her financial institution for confirmation or further details regarding the transaction.
  We consider this matter resolved and wish Ms. ******* the best going forward.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23067042
  
  I am rejecting this response because: i canceled  my policy because you do not pay out claims. it doesn't matter if i canceled i was covered when i made the claim.  one of your ********** told me after i placed my claim the most your company would pay on a furnace any furnace was ****** top. if the top pay off is 450 why are you not telling the public this information.  is this true ? i wasn't told this when i signed up, i am rejecting this because i could have signed up with a different home warranty company and not yours, Then my furnace would have been paid for. You don't tell customers any of this information when they sign up. you tell them everything is covered to make a sale. it is not only me read your reviews, what i want is for you to keep your word and pay for my furnace like you said you would.
  
  Sincerely,
  
  **** *******