ComplaintsforAFC Home Warranty

• Initial Complaint

  07/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid the company for entire year (expiring september). I filed claim for refrigerator, completed everything necessary and as instructed. The work was complete *******. I have several unanswered emails after the first 2 when I provided proof of purchase. All I want is what I am owed. I am on ssi, which i informed them, and need the reimbursement to pay my rent!! As of today, my account on customer portal says in review

  

  Business response

  07/16/2024

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

  
  The timeframe was communicated upon the approval of your claim. While we understand the challenges of being on a fixed income, we must adhere to our guidelines to ensure fair treatment for all our members. Originally, your payment was scheduled to be sent on July 18th. However, we have expedited the process and have issued the payment of $561.01 today.
  Thank you for your understanding and patience.

  Customer response

  07/16/2024

   
  Complaint: 21997245
  
  I am rejecting this response because:

  See Eliijahs email
  
  Sincerely,
  
  *************************

  

  Business response

  07/16/2024

  ****************,
  
  Please note that ****** is a customer service representative who can only follow the given timeline and does not have access to financial information. He was merely asking a question and did not receive a response.

  We have processed the payment earlier than promised. Once the receipt is submitted, reimbursement typically takes 4-6 weeks, excluding holidays. We have adhered to this timeframe and have not deviated from our guidelines.

  As a gesture of goodwill, we will waive this member's next service fee. Thank you for your understanding and time.

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AFC charged me $75 for a service fee when I requested them to dispatch a tech to fix my AC. They couldnt get one for over 48 hours. I called one which was within my right per policy. They denied my claim and wouldnt pay. I told them since they didnt provide a resolution to my problem or even get one to address my issue I wanted my $75 back. I also canceled my service for repeated denial of payment on their end. They stated that because I canceled my service they wouldnt reimburse me my $75 service call fee.

  

  Business response

  07/12/2024

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

  We apologize that you were not satisfied with the ** service. We did see that you had other services in which you were satisfied but we understand what you went through. I apologize but we are unable to refund the $75.00 service fee due to the fact that you charged back your credited card. Please contact your banking institution for further assistance. Thank you for your time in this matter. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for 1 year of AFC Home Warranty services. The company was unable to follow through on the services they advertised at purchase. I have multiple examples of claims that were unresolved, or claims that took several months to resolve. I've cancelled my policies and requested a pro-rated refund for unused services, per our contract. AFC Home Warranty policy says a pro-rated refund will be provided within 6 weeks of cancelation. It has now been more than 2 months, and the company has still yet to provide a refund. Further, they would like to charge exorbitant cancellation fees, even though cancellation of my contracts was a necessity due to their demonstrable to inability to perform the services paid for.

  

  Business response

  07/08/2024

  Dear BBB,

  AFC ********* has made a concerted effort to assist this customer. Over the ******* period of their membership, we processed claims totaling over $1,200.00. Additionally, we promptly canceled the service upon their request and refunded the unused portion within the allowed four-week period. The refund was issued over three weeks ago, and we have attached proof of this transaction.

  Regarding the customer's comments, the only claim that was not covered involved the **** unit, which was found to be poorly maintained. The technician noted a "pure lack of maintenance and negligence of the unit and home."

  AFC has acted in good faith, exceeding our terms of service to address this customer's concerns. 

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a new homebuyer. I purchased my home on July 9, 2023. I had to buy the home warranty, which the previous owner had AFC for. I was told everything was current and up to date on the listed appliances. We have the premium home package. In October or maybe November, my Washer and ***** went out. I called to have a service tech come to the home to resolve the issue. The ************ diagnostic was sent over to AFC with the resolution that the washer and dryer were outdated and that they would not fix it, but they would offer me ****** towards a new washer. Well, I declined the ******, for that will not help me. Now, here comes my Air conditioner. I go turn it on, and the outside fan will not come on, so again, I called to have it serviced to be told that the compressor was also old and depreciated in 2009, and I can only be given $ *****. I looked up a new compressor, which was well over $2000.00. I can not understand why I paid for a policy I can not use, and AFC is unwilling to help me get a new one or fix it. I have a 74-year-old living in the home with Cancer, COPD, and other illnesses. I need some help and I do not know what to do I can not afford a compressor. If everything on my list is outdated, what did I pay for, and what is included?

  

  Business response

  07/02/2024

  Dear *******************,

  Thank you for reaching out and sharing your concerns with us. We understand your frustration and apologize for any inconvenience you have experienced with your home warranty.
  As a new homeowner, it's crucial to have peace of mind regarding your appliances and systems. We appreciate the opportunity to address your concerns regarding your washer, dryer, and air conditioner.

  1. Washer and Dryer: We understand that the service technician determined your washer and dryer were outdated and offered a cash settlement of $109.00. We apologize if this amount did not meet your expectations. The settlement offered is based on the current depreciated value of the appliances, considering their age and condition.

  2.Air **************** service technician's assessment of your air conditioner indicated that the compressor was also old and depreciated. The offered settlement of $94.27 reflects the depreciated value of the compressor. We understand that this amount may not cover the full cost of a new compressor, and we apologize for any inconvenience this has caused.
  Our premium home package covers a wide range of appliances and systems; however, coverage is subject to the terms and conditions of the policy, including depreciation and age of the items.

  We aim to provide fair and reasonable settlements based on these factors.

  Given the critical situation with the health of the 74-year-old living in your home, we understand the urgency and importance of resolving these issues. Here are some steps we recommend:

  1. Review Coverage: Please review your policy details to understand the coverage limits and terms. We are happy to assist you with any questions you may have regarding your policy.

  2. Alternative Solutions: If the settlements offered do not meet your needs, we can explore goodwill options.

  3. Escalation: If you feel that your situation requires further attention, we can escalate your case to our management team for a more thorough review.

  We are committed to finding a resolution that works for you and ensuring your home remains comfortable and functional. Please contact our customer service team at ************ to discuss your options further.

  Thank you for bringing this to our attention. We value your business and are here to help.

  Sincerely,
  AFC Service Manager
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Per the guidelines of my membership, I submitted a reimbursement request for a washing machine that was replaced under my home warranty. I was told I would receive the reimbursement within two to three weeks. When it did not arrive after 4 weeks, I contacted this company and ask them to cancel my membership and stop billing me each month since they clearly don't honor their promises to their customers. 2 weeks later when I had still not received the promised reimbursement, I wrote to ask when it was coming and was told that because I canceled my membership they no longer owed me anything.

  

  Business response

  06/26/2024

  Dear BBB,

  Thank you for contacting us.
  We regret that the consumer decided to terminate their agreement with us. The payment delay was due to unforeseen circumstances involving our third-party electronic check vendor. We promptly informed the consumer of this issue; however, they were unsatisfied and requested cancellation. Consequently, any claims were terminated along with the warranty.

  As outlined in our terms of service, any services paid for are deducted if the agreement is not fulfilled. This is standard practice across the home warranty industry. We provide every consumer the opportunity to review our terms with a full 30-day, 100% money-back guarantee.

  If the consumer wishes to reinstate their coverage, we will gladly deduct the claims amount from the annual price. Thank you for your attention to this matter.

  
  Sincerely,

  AFC Service Manager 

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AFC is a home warranty company that I contracted with in August 2023 to cover basic home issues that occur.I filed a claim for a repair to a leaky faucet with is covered under my plan.I paid $75 fee for a service technician to come and make the repair but after they diagnosed the issue, AFC called me back and said the total cost of the repair was $363. They then proceed to tell me because my plan was financed, I had to pay the cost in full and they would apply that cost to the balance of my loan. When I got the plan I was told my monthly premium would be $58.86. No where was a mention of financing. I have paid every month on time since the start. I was told once I pay 2 years of the premium, the 3rd year was free. No where was I ever told that in order to have a claim fulfilled, your policy premium had to be paid in full. This is a bogus scam! Whats the point of having the policy? If issue occur while you are paying the premium, you are screwed. Do NOT fall for this companys deceitful practices. All I want is for the repairs to be completed as I was told when I got the policy. I was told all covered items will be repaired and you have a $75 fee for each claim. Nothing about out of pocket above that $75.

  

  Business response

  06/21/2024

  Dear BBB,

  Thank you for the opportunity to respond to our customers concerns. All approved claims are paid in full and if need be they are paid by the consumer and accredited towards to amount due on the account unless the account is paid in full. Once that occurs or if it is paid upfront any claims over that amount are paid directly by AFC. 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November of 2023, I purchased the ********************* With 75$ service fee. In early June 2024, I called as my fridge was acting up. I paid the $75 service fee and Tech came out several days later. The tech stated the compressor needed to be replaced. He said he would let AFC ********* know and they would contact me. A day later AFC contacted me and stated that they recommended replacing the fridge as the cost of the repair was too high. Then they stated that they valued my fridge at $73 but would give me $100. Then I said ok, I will give you $73, after already paying you $75 from the $100 and you can give me the same model in working condition. They said no. They explained to me that they have an equation that devalues property based on their discretion and that they are not obligated to cover or repair anything that exceeds the value they determine. This company makes claims to fix or replace stated home appliances, but when it comes down to it they do not meet their obligation as they advertise. It is unrealistic to create a valuation of $73 for a refrigerator when it is impossible to repair or replace said fridge at this unrealistic made-up valuation. They are falsely advertising a service they have no intention of fulfilling.

  

  Business response

  06/17/2024

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

  We apologize that you found the service regarding the refrigerator frustrating. This product is designed to help units make it to their useful years and lifespan, and if there is a failure on the specific unit before that is reached, we pay to repair it. If the unit's failures outweigh the value left, the value is given towards replacement. Per terms, this is outlined, and per the request, you confirmed you reviewed these terms of service. Per the Make, Model, and Serial number, your Refrigerator was 17 years old, surpassing the national average of useful years by 3 years. Per the publically used 3rd party website, the deprecation calculator listed in your terms of service, refrigerators have 14 useful years of life, with the unit being over that AFC allows the last used year as goodwill, which is $73.33. AFC then increased this to a standard $100.00 goodwill. 

  Feel free to refer to the link in your terms of service or visit claimspages.com directly. In light of your time as a member with us, we have requested a one-time goodwill increase and have received an allowance to give the maximum goodwill increase on this item at $300.00, which is offered as the payout for this request. Please confirm if you accept this, and we can update the processing. Thank you. 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday, July 1, 2024, my air conditioner stopped working. On Sunday, July 2, 2024, I contact America's 1st Choice ********* ("AFC"), to determine whether the $3,500 repair would be covered, before I scheduled. I was told it would be covered and only the receipts would be needed. I scheduled the service and paid the 50% down payment. On Monday, July 3, 2024, I called AFC back, to make sure to confirm coverage and to make sure I had the appropriate documentation. I was told the air conditioner repair was covered and no additional documentation was needed. I called this second time as I have had repeated issues with getting coverage and AFC has regularly created issues in getting parts covered. On Tuesday, July 4, 2024, I had the repair performed and before the technician left, I contacted America's 1st Choice *********, to confirm they had all the information they needed to approve the claim. After speaking with my technician, they confirmed nothing else was needed. A few hours later, I was told my claim was being denied because I had not turned over a previous maintenance report within the ************************************************************************************ May 2023 that found a bad thermostat and was replaced. The inspection turned up no other issues. After turning it over, I was told this was not a preventative maintenance report. The terms do not specifically mention a "preventative maintenance report," but requests a "a prior annual maintenance record from a licensed technician (often called a check-up) showing no suggested or required repairs." This phrase is not defined in the contract. After speaking with ******* and ***** on June 5, 2024, I was told that they do in fact make exceptions to this requirement, but they were not making it in this case. The terms do not permit for any exceptions.

  

  Business response

  06/13/2024

  Dear BBB Representative,

  Thank you for the opportunity to address ********************** complaint. We understand his frustration regarding his inability to use his warranty for the **** request, despite having had other successful claims with us. We acknowledge that this situation can be disappointing, and we truly empathize with his concerns.

  It is important to note that all products and services come with standard terms and conditions. For **** systems, it is an industry standard to require maintenance in accordance with the manufacturers specifications. This requirement is not unique to our company; even the manufacturers mandate that their units be maintained as specified to uphold their own warranties.

  ********************** primary concern seems to be the distinction between repair and maintenance. Unfortunately, an inspection or repair does not substitute for routine maintenance. Each manufacturer provides detailed guidelines on their websites outlining what constitutes annual preventative maintenance. While ******************** believes we do not clearly define annual maintenance, this term is universally understood within the **** industry.Manufacturers, including Carrier, provide explicit definitions and requirements for annual preventative maintenance on their websites. I have included the link to Carriers maintenance requirements for your reference.

  It is the members responsibility to review coverage details to maximize the benefits of their warranty. Our policy includes a full 30-day,100% money-back guarantee and detailed paperwork available within the customer portal and via email upon purchase. One document specifically outlines what annual maintenance entails and why it is required for **** service. I have attached this document for your review.

  Thank you for your understanding and cooperation.

  Sincerely,

  AFC Home Club

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

  Customer response

  06/13/2024

   
  Complaint: 21808119
  
  I am rejecting this response because I called on the phone number they provided when a customer has "questions about AFC policies." I called the number on Sunday and again on Monday and was told that no additional documentation was needed and that my **** repair was covered. At no point did these representatives of AFC report a need to have a specific document required.

  The response indicates that this is generally understood term in the **** industry.  There are 2 flaws with this.  My **** technician did not know what they wanted based off of their terms.  Additionally, I am a general consumer, not an **** technician.  If they required specific documentation, they should specify it in the terms and they should inform their customers when they call with policy questions.  There lack of answering questions truthfully, answers which I relied on in making a decision, removed by ability to make an informed decision. When a company has representatives that it holds out as being able to answer questions about policies and those individuals answer untruthfully, the company should abide by that modification to their terms.
  
  Sincerely,
  
  *****************************

  

  Business response

  06/14/2024

  Dear ********************,

  We understand the frustration that comes with experiencing a unit failure in a relatively new home. Much like vehicles, homes require regular maintenance to ensure optimal efficiency and to address potential issues early, before they become irreparable. While maintenance cannot prevent the inevitable lifespan of units, it serves as a crucial measure to keep systems running smoothly, akin to regular check-*** for your health or tune-*** for your car.

  Regardless of whether you are a professional or a homeowner,regular home maintenance is essential. It is important to stay informed and proactive, rather than attributing faults to others without conducting proper research. We have provided a link to your technicians website, detailing the steps they follow for preventative maintenance, which aligns with industry standards. Unfortunately, this maintenance was not performed when the thermostat was replaced. ************************************************************

  Additionally, our member portal features a dedicated section aimed at educating homeowners about proper home maintenance practices.

  AFC is committed to transparency, and we have the tools and data to support this. We appreciate your attention to this matter and are here to assist you further in your future requests.

  Customer response

  06/14/2024

   
  Complaint: 21808119
  
  I am rejecting this response because nothing in your response addresses that I called the policy line to ask whether I was covered for this repair and what documentation was needed.  I was told I was covered and that no additional documentation, other than receipts, was needed.  This is not transparency, but at best was a material misrepresentation.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a premium home warranty policy with *** that we believe is very deceptive in its advertising as to what the coverage will be. We have two AC units at our home that are serviced on a regular basis with *****. During the service this week, it was determined that both units need to be replaced since they cannot be repaired. We called *** and they said we could use our own tech to let them know about the issue. Our technician created a well documented summary of the problem and spent quite a bit of time talking with a rep from ***. *****' replacement cost for the two units is $14,400. All of this in detail was explained to ***. We are being offered $170 total for the replacement costs for both units, which is ridiculous. They have tried to explain their very convoluted process for devaluing the systems (they were installed in 2007) and how they ultimately have a formula that resulted in the $170 offered. We were shocked to say the least. None of this was explained when we ultimately chose ***. We have had several homes in our lifetime and have used other home warranty companies and have never had such a shocking and incredibly unfair offering when there's been an issue. We have tried to talk with some of the *** representatives who tried explaining the "fine print." It is indeed fine print...and certainly had we known that this was their practice we never would have chosen them! We are getting the needed new units installed next week since we obviously need to have our AC working! We are just extremely upset with what we believe is very deceptive marketing practices and just overall terrible business practices. We shared our situation with other neighbors and voiced our concern about this company. While what they are offering may be legal according to their "fine print," it is a completely deceptive way to market their coverage! Their initial contract says they cover all the things that are wrong with our AC system and offer up to $3k per unit.

  

  Business response

  05/28/2024

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

  We apologize for any frustration you've experienced regarding your AC unit replacement. We understand your disappointment, and we'd like to address your concerns:1

  1.Review Period: Our policies include a 30-day review period to ensure customers fully understand coverage terms, including depreciation and maintenance requirements. This period allows you to review policy details before finalizing your purchase.

  2.Preventative Maintenance (PM) Requirements: Regular maintenance is vital for system longevity. We rely on documented maintenance to validate claims and uphold policy terms. Unfortunately, we didn't receive documentation from ***** or another provider.

  3.Depreciation Clause: Our contracts transparently outline how older units are assessed, reflecting industry standards for fair valuation based on age and condition.

  4.Coverage Details: While we aim for clarity, we understand the depreciation formula can be complex. The offer of $170 reflects the depreciated value of your 17-year-old units, in line with policy terms.
  

  We regret any confusion and encourage customers to thoroughly review policy details before purchase. Please contact us to discuss further or explore potential solutions.

  Regards,

  AFC Service Team 

  Customer response

  06/01/2024

   
  Complaint: 21727750
  
  I am rejecting this response because: We have provided very clear documentation that the units have been serviced twice a year with a maintenance agreement that we have had since we purchased the house in 2013. This policy is beyond deceptive and as a consumer you must understand our frustration with a $170 payment being offered. So please look at all the communication we have had with your representatives and the technician also clearly stated that these units are serviced twice a year! So please remove that completely wrong information from our claim. This is an extremely unfortunate Public Relations issue for your  company with such deceptive marketing. Perhaps there should be much better training for your sales reps who are only interested in getting new customers instead of explaining the basic protocol that is buried in the fine print. Very unfortunate way to do business and we will be sure to communicate this to anyone who asks us about your company. Beyond disappointed particularly because we have dealt with other home warranty companies in the past who had a much more fair way of handling the few issues we have had in the last *********************************************************************************************** signing a contract with your company.
  
  Sincerely,
  
  *************************

  

  Business response

  06/07/2024

  We have reviewed all documents on file and do not see that the preventative maintenance was attached. With that being said the documentation does not negate age of the unit and value due to depreciation. This is per terms of service which we give a full 30 day 100% money back guarantee on. These calculations are made on a 3rd parts insurance site used for these circumstances. We apologize that you were not satisfied with the service request.  

  Customer response

  06/07/2024

   
  Complaint: 21727750
  
  I am rejecting this response because: We are just so disappointed with the handling or mishandling of our claim. *** even talked with our salesperson originally and said he would send the maintenance agreement over and he was told it was not necessary. Then our technician clearly explained the agreement to your representative. It seems to us that you are going to find whatever reason you can not to pay anything fair toward our claim. Quite honestly we are tired of trying to do everything "right." It's just a shame that your business practices are so deceptive and the your sales people and your customer service reps are not trained in the same way. It's obvious you are not going to do anything fair for us, so that is on your and your company. And we will communicate this as much as possible of anyone who asks us about home warranty companies. We have both worked in corporate America for some of the biggest companies including *********************** and more and any practices like this would certainly not  be endorsed by those companies. It's just plain sad.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 3 year platinum plan with the business. They market and advertise themselves to provide peace of mind and ****** against the risk of major expenses.Their marketing and website don't advertise the depreciation clause on the contract. When the claim is filed, they state on the phone that they are trying to help you get the usable life out of your appliances. This is very different than the message they give on their website and is false advertising.I still wonder how paying a $285 claim on a replacement/repair of the air conditioner is considered protecting me from a major expense, when it is a small fraction of the quote of $3000 to repair or $6350 to replace. They assessed the value of my unit at $185 and added $100 for "good will, and as a favor as the unit really isn't worth anything".I understand that the full $6350 replacement cost is more than the cost of my policy I paid for (not including the $775 billed by the **** company for cleaning and diagnostic of the old unit before they could quote on repair / replacement). I am disappointed in AFC, and wish they would at least be upfront about the depreciation clause in the contract and let their customers know they only pay out a maximum of the current value of the appliances, so we could budget the true replacement cost in when hedging against an emergency. I wish they would have been willing to work with me to equitably split the cost. If they would have been willing to reimburse the cost of a repair, and I would cover the additional cost more to replace I would have been very pleased with the result even though it would be an unexpected expense. When I was working with them over the phone it sounded as if they would never pay more than the total cost of your policy. I understand that businesses need to be profitable, but if there is no risk of a claim exceeding the total policy value, the business provides no value to their customers.

  

  Business response

  05/28/2024

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

  Thank you for your feedback and for bringing this matter to our attention. We apologize for any frustration or inconvenience you have experienced. We take all customer concerns seriously and aim to provide clear communication and effective resolutions.

  Regarding your complaint, we would like to address a few key points:

  As outlined in our terms and conditions, regular preventative maintenance is required for all covered systems and appliances.Unfortunately, you were unable to provide preventative maintenance invoices for your air conditioning unit. This maintenance is crucial to ensure the longevity and proper functioning of your systems, and it is a standard requirement across the industry.
  During our assessment, the HVAC technician found that the evaporator coil was excessively dirty. This condition necessitated cleaning before any accurate diagnosis or further repair could be made. Proper maintenance, including regular cleaning, is essential to prevent such issues and to uphold the warranty terms.

  We strive to be transparent with our policies, including the terms and limits of coverage. We apologize if this was not communicated clearly enough at the time of your policy purchase.
  Despite the lack of maintenance records, we offered an additional $100 as a goodwill gesture to assist with your claim. This was done in the spirit of customer service and to help offset some of the costs incurred.
  Our policies are designed to protect customers from unexpected major expenses within the terms and limits of the contract. While we understand your perspective on the cost-sharing for replacement versus repair,our policies are structured based on the current value of the unit, not the replacement cost. This approach helps keep policy premiums affordable while still offering valuable protection.

  We regret that our service did not meet your expectations.We value your business and would like to offer a further discussion to explore any possible resolutions or clarifications. Please feel free to contact our customer service team directly so we can address any remaining concerns.

  Thank you for your understanding and for giving us the opportunity to improve our services.

  Regsrds,

  Service Team AFC Home Club

*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. ↩