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:10/17/2022

  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'm in the middle of a dispute with AFC Home Club now. Called in a service request on a malfunctioning toilet on July 18th. Paid $100 service fee. Repair was done and closed out on AUGUST 12th. Had nothing but problems and toilet was still leaking water down outlet tube. Requested they send someone out to check it. AFC wanted to send original plumber, which I turned down, as I don't think they knew what they were doing. Finally had to put another request in October 4th. They sent another company out who inspected first repair and said it was wrong part. Paid ANOTHER $100 service fee. They also told AFC that the toilet was 50 years old, had other issues, and best option was replacement. TODAY I am told by AFC that they will generously offer me $109 for me to go to ********** to buy and shlep home a cheap builder's toilet that is white (to go into a sand colored bathroom). They further offered to pay a plumber of MY choice $100 to take out old toilet and install the new one. I nearly died laughing. Plumbers in ********** won't leave their shop for less than a $150. I'm sure they expect me to pay this mythical plumber who works for fantastically-low rates ANOTHER $100 service fee.Bottom line here: I had a broken toilet in JULY. I'm out $200 dollars in service fees and STILL have a non-functioning toilet. I got a lowball offer to buy a cheap replacement toilet and a laughable offer for plumber's labor.

  

  Business Response

  Date: 10/25/2022

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

   

  Your cancellation request and refund have been processed. We understand you were frustrated and apologize, but per terms no home warranty is required to match color or brand. Labor is assessed on a national basis, while we understand that your area may have a higher cost of living this is based on national average and and industry standard. As a goodwill AFC has waived your cancellation fee of $75 and processed the refund early.

• Initial Complaint

  Date:10/14/2022

  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.

  Hello,After being denied for my very first request for a warranty due to so many excuses to provide service, I decided to cancel the warranty policy on September - 2022 (an email confirmation was sent to me as attached).To my surprise, today, they charged me the monthly fee for a policy that was confirmed canceled. Besides not being refunded for the September fee, they charged for the October fee.Very disapointed with this company!!

  

  Business Response

  Date: 10/25/2022

  Thank you for reaching out. The name was changed when you changed your card. This did not match the name on the account which lead to it not being removed automatically we truly apologize. The October payment was cancelled as you can see below and the September payment has been refunded.
  
  
  
  
  Card SaleApproved
  **********
  70848705205...23889/14/2022
  4:40:04 ************
  [email protected] Settle9/14/2022
  10:16:26 PM60.00Card SaleCanceled
  7682567676
  70848705205...238810/14/2022
  4:50:56 ************
  [email protected] Void10/14/2022
  9:03:39 AM60.00Card RefundApproved
  **********
  70848705205...238810/25/2022
  3:32:43 ************
  *****************(60.00)

• Initial Complaint

  Date:10/12/2022

  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 purchased home warranty from AFC in Dec 2021. I specifically asked them to add in Sump pump to my coverage and they did it. On Oct 11, 2022, my sump pump went out and I contacted AFC. They let me chose a certified technician to come over and check. The technician said that your sump pump has gone bad. He also mentioned that it should be an ejector pump, not a sump pump (was 26 years old, I bought the house less than 2 years back). AFC records every call, hence, please feel free to check the company's records for the facts that I am stating here. The licensed technician talked to the customer service and provided every detail. Please note that my house did have a sump pump as I mentioned during the warranty set-up. It was an old unit from **** and probably age caught up to that unit. The technician told everything to the customer agent and after being on hold for several minutes, (1) they said that my claim is denied because the unit is rusted. The tech clarified that the unit is inside the pit and it is the age of the pump that caused the failure .. again I was put on hold. (2) customer service then said that the claim is denied as there is no model and serial #. The technician told them that this is an old unit and in order to get to the model and serial #, they had to take the unit out, which they eventually did and provided all the information that was available on that pump. Now, after talking again (3) the customer service agent said that the claim is denied as the technician told them that there should be an ejector pump installed in there and not the sump pump.In short, the company has followed the text book approach of "how to deny a claim". I cancelled my coverage effective today, but I should be reimbursed for the sump pump.

  

  Business Response

  Date: 10/25/2022

  Thank you for reaching out. We apologize for the inconvenience and we understand this is frustrating. The item added on was the Sump Pump and not septic. The sump pump add on is at a much lower cost compared to the septic. Sewer ejector is listed under septic while sump pump excludes this item. While we know that you did not realize what the item was we have to go by the items and terms purchased. Se terms below. Due to this inconvenience to you we are waiving the $75 cancellation fee on this membership.

   

  SUMP PUMP
  COVERED: Permanently installed Sump Pump for Groundwater, within the foundation of the Home or
  Attached Garage, except:
  NON-COVERED: Grey Water - Sewage Ejector Pumps - Portable Pumps - Backflow Preventers - Check
  Valves - Piping Modifications for new installs.
  NOTE: CRAST will pay up to $500.00 per Membership Term.

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted AFC Home Club on 27 September 2022 because I didn't have hot water. A handyman from the company that ************ sent out did a diagnoses and determined that a part needed to be replace. I wanted a 2nd opinion so I contacted a company on (01 Oct 2022) my own and it was determined that burner assembly could fix it not sure for how long but it was recommended to replace the hot water heater. The 2nd opinion company recommended replacing the hot water heater because the cold water galvanized pipe is rusting. The company that ************ contacted on 27 September 2022 returned on 03 October 2022 to install the part and the part didn't. On 04 Oct 2022 ************ asked for an explanation from the 2nd opinion company and it was stated that the cold water galvanized pipe is rusting and the hot water heater needs to be replaced. Once the 2nd opinion company provided explanation then on 05 Oct 2022 AFC Home Club stated they aren't going to replace the hot water heater because of the galvanized cold water pipe is rusting.

  

  Business Response

  Date: 10/11/2022

  The customer requested cancellation and refund of her account with AFC Home Club. Due to this we are unable to review for assisted resolution but we were able to process her refund and waive the $75.00 cancelation fee. $300.00 was issued back to her **** ending in ****. Per terms rust is not included or coverage and since the water heater failed due to a non-covered item subsequently we could not offer coverage for that item. We apologize for any frustrations this caused *****************.

  Customer Answer

  Date: 10/12/2022

  Good Morning,

  I dont have a credit card that ends in  2300.
  

  It was also determined that the burner assembly on the hot water heater had gone bad. The burner assembly is the main component that operates the hot water heater.  When the water heater was replaced  by an another plumber it was determined that the cold water pipe was not rusted it was the pipe that had been connected to the cold side of hot water heater. 

  
  Complaint: 18172432
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/19/2022

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

   

  We sincerely apologize for the delay. A second opinion is always an option as you did receive one in this case. We would have been happy to review your third opinion for reimbursement but you canceled your coverage before that point. With the membership being canceled and refunded the account is closed and no further action can be taken. O apologize as I listed the incorrect card number. The refund totaling $300.00 went back onto the card below. Thank you for your time in this matter. 

   

  Visa
  

  414720******2043

  Customer Answer

  Date: 10/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/03/2022

  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 10/1/22 I contacted AFC about a repair issue for an A/C unit. They told me they will only cover up to $150 repair costs. No one told me that within ***** days they would not provide full reimbursement of repair costs. They only mentioned about the 30 day period where they would not cover any repairs. I would have kept my home warranty open with another company for the additional 30 days had they relayed this to me. It is deceptive practice to not reveal this during their script on the initial call with them. Now I have to pay full cost for an A/C repair that they should have covered out of pocket. Hopefully the whole unit will not need to be replaced resulted in a massive out of pocket expense.

  

  Business Response

  Date: 10/06/2022

  We received the request to cancel this member's plan on 10/3/2022. Since cancellation has been requested and completed, his request was terminated. America's First Choice Home Club provides our members a full 30-day 100% money back guarantee review period. This ensures they have their items completed on their checklist so the plan can be used to the best of its ability. If the ** unit has not been maintained by a technician in the last 1-2 years and the member is new to the program, certain limitations apply. This is outlined in the first page of the member received and reviewed coverage on 8/22/22.

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18158803
  
  I am rejecting this response because:

  The parts required for a fix were recently replaced a year and half ago so there is nothing to do with preventative maintenance. Secondly, on the call with the person who signed me up they specifically said the only restriction was for the first month. The manager from AFC even confirmed they do not mention the ***** day restrictions in their sign-up calls which is incredibly shady. The cost of the repair was $700. I expected a refund of my two months of membership in full as well as payment of the $700 repair cost. This is the only way my claim will be resolved. 

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

  

  Business Response

  Date: 10/19/2022

  Mr, *****

  We understand that you are not satisfied with the coverage but we are unable to go outside of the terms and conditions provided to each member. There are specific limitations for new members to ensure they have not purchased the coverage when an item has already failed. It is manufacturer requirements that you have the unit maintenance annually to ensure it is clean and will not continually fail. We have refunded you in full in good faith although a full refund was not due. Please refer to terms below, thank you for your time. 

  Page 1 Number 2

  2. All covered items must have been in good working order upon
  the effective date of the membership. Mechanical failure occurs
  when a covered item becomes inoperable and unable to perform
  its designed function, subject to the limitations and conditions set
  forth herein. Current systems and appliances covered must be
  located inside the main foundation (except for pool/spa, well
  pump and air conditioner), and must be in proper working order
  on the effective date of this home warranty membership. They
  must have been maintained as specified by manufacturers
  requirements and recommendations. They must have been
  properly sized and installed to meet federal, state, and local
  regulations as well as manufacturer specifications and industry
  codes and standards. Known or unknown pre-existing conditions
  are not covered. This coverage is for one appliance/system unless
  otherwise stated below.

   

  Page 5

  AFC is not liable for normal or routine maintenance or failure
  to perform normal or routine maintenance. Before accepting
  a service request on a **** system or tankless water
  heater, AFC requires a prior annual maintenance record from
  a licensed technician (often called a check-up) showing no
  suggested or required repairs. Annual is defined as occurring
  within ********************************************* order to
  receive service on the **** or tankless water heater unit
  when a failure is discovered during annual maintenance, the
  Member must provide a previous maintenance record from
  within the last 12 months that shows no suggested or
  required repairs.

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18158803
  
  I am rejecting this response because: I understand what is in the contract but the script on the call did not mention any of this. It was very misleading. I would like a reimbursement of the repair cost but it seems like that will not happen. I would say if youre not going to do that you should change your script because it is very misleading. I dont see any point in further communication as its clear you dont want to reimburse for repair costs. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/25/2022

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

  We apologize for any inconvenience this may have caused. We do request that you review your terms of service during the 30 day waiting period. AFC does go over limitations and asks that you review all documents fully. We have submitted your request, thank you. 

• Initial Complaint

  Date:09/27/2022

  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.

  Stating we are outside of our 30 day window for a refund - but purposely avoided our contact attempts until outside of 30 days. When we called they said they were waiting on a check from escrow. Finally we got in touch with someone, conveniently outside of 30 days -- causing a cancellation fee and 200 dollars not being refunded of our 900 dollar policy.

• Initial Complaint

  Date:09/16/2022

  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 purchased a warranty contract from AFC home club 9 months ago ( Dec or Jan 2022)After doing some research. It was explained to me that whenever I needed service, alls I had to do was make a phone call and AFC would handle everything else for a $75 service fee. The sign up was $150 and the monthly service fee would be $66. and change every month. I just wanted peace of mind just in case of a major issue with ac or washer and dryer or anything else. Well 9 months later my dishwasher stops working 1 day in the middle of its cycle so I call for service and 3 weeks later Im still getting the run around. Sorry we cant find a repair man around you ( I live in Brick **. Pretty big town). If you get your own service repair man. We will reimburse you for anything out of pocket cost that we approve of. So I call a few places from a list that AFC provided me and every single one said that they would not work with them (AFC) because they never pay. So three weeks later I still have no working dishwasher and a very upset wife. So I call the company to cancel my contract and thats when they put me on some sort of escalation list to SPEAK to a manager. 3 days later I get a phone call saying to call my own repairman and they would reimburse said repairman any covered cost. So I said covered cost? I was told that my contract covers everything soup to nuts. The manager told me no we just cover what we feel is necessary!!!! So now Im out enough money that I could have purchased a new dishwasher. I should be able to recup the money that was put out for an obviously poorly run business.

  

  Business Response

  Date: 09/23/2022

  ******************,
  AFC Home Club pays at the time of service. Some companies get us confused with competitors who are known for not paying but this is not a compliant from technician about AFC. When we advised that you could obtain your own technician this was for you to obtain diagnosis and we could then go forward with repair or replacement.  If the unit is not worth repairing, we replace it therefore all repairs are not covered as some are not conducive.
  At this juncture you charged back your payment with your credit card company, so we are unable to process a goodwill on the dishwasher due to non-payment and the membership was cancelled.We apologize for any confusion this may have caused initially and if you wish to comeback to AFC, we can reach out with a thorough explanation of the company and services, thank you!

  Customer Answer

  Date: 09/24/2022

  I canceled service after 3 weeks of excuses as to why they (AFC) could not find a technician to come to my home and repair my dishwasher. I opened a service call and AFC could not get anyone to come to my home. Why am I charged with doing their job. I paid over $66 a month for over a year and when I call for service, alls I received was excuses. 

  

  Business Response

  Date: 10/06/2022

  ******************,
  We issued a refund for your September payment. Since we did not hear from you concerning reinstating your coverage with goodwill for your microwave, we will accept the September chargeback and BBB complaint as a request to cancel and no cancellation due to non-payment. The total paid to AFC for the coverage was $616.69, not including the previous refund. Coverage was December-August 2022. The total time selected is 36 months. Total cost of plan $1750.00/36 months=$$48.61*8 months=$$388.88 used. $616.69-388.88=$227.81- $50.00 cancel fee=$177.81 refunded directly to you today.

  Customer Answer

  Date: 10/08/2022

  I had to put a deposit down of $150. When I called for service I received the run around for 3 weeks by the 5 th week I realized this was never gonna happen. This company is horrible. I want at least $300 refunded since thats what it cost me to repair my dishwasher. 

  

  Business Response

  Date: 10/19/2022

  We have refunded an additional $55.52 as a goodwill to make his total refund $300.00 as requested. 

• Initial Complaint

  Date:09/15/2022

  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 recently signed a 3 year agreement with AFC Home Club. I was excited since I had only used American Home Shield in the past, and I was shopping around for my next commitment. Their services seemed to fit my needs and their customer service during the contact process was very responsive. Unfortunately, I called a month into my agreement and was told that there was a limited liability to address a concern I had in my home. That day, I asked to cancel my membership as they provide a prorated refund. Since that week, it has taken 2 weeks for me to get on the phone with a supervisor. I called numerous times and the service representatives weren't able to simply provide the cancellation email. They are now going to charge me for those 2 weeks I have been trying to cancel. Whenever you call their line, the service providers aren't able to put you in touch with managers or supervisors and are not able to help solve the problem. In addition, and even more concerning, when I initially put in a service request, they assured me that I would get a call within ***** hours from a service professional, and that person did not call me to schedule service for over 4 days. Having had success with American Home Shield in the past, I am pretty disappointed in the *** customer service quality, turnaround time and customer support. I would urge anyone doing their homework like I did to read my review and pursue other home warranty options.

  

  Business Response

  Date: 09/23/2022

  Thank you for reaching out. This request was filed less than 24 hours out of her waiting period and certain restrictions apply. Since advised ultimately it was simply a fuse and with the restrictions this would have been fully covered but she did not give AFC the chance to send a technician for diagnosis.
  
  Since we were unable to assist, we have issued this member a full refund, thank you. 

• Initial Complaint

  Date:09/12/2022

  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.

  First of all, the customer service is terrible. The representative who helped me purchased the plan was friendly and prompt in responding. However, if you ever have a claim, their attitude changes drastically. And more importantly, they don't follow what they promised on their declaration page. In particular, their declaration page states what's not included. And not to mention, there are so many restrictions and word games they play in this document so that they can tell you that you don't qualify. In my case, the plumber's reported an issue wasn't under the what's not included section but they still refused to process my claim. And their response was that there are so many other things they don't cover but and they only listed a few on the document. And they don't list everything that's not included there because then it will be hundreds of pages long. I don't think that's a reasonable answer as then they could always just say we don't include that and it's just not on the terms. I request the higher management team to look into this case and provide a better solution.

  

  Business Response

  Date: 09/16/2022

  Thank you for the opportunity to respond to *************.
  
  While the request was filed online by ************* for the Water Heater, the invoice reflected as a plumbing failure. Per the technician the Water supply line feeding the shower on the hot side, found defective shut off valve, replaced with new. ************* working properly.
  
  ************* is referring to the Water Heater terms of service when this is the wrong section, she must refer to our plumbing terms of service for information on values.  Per section Plumbing page 6, valves are explicitly excluded from coverage. This is because they are less expensive items and usually failure due to wear, not mechanical failures.
  
  We value her membership and would be happy to waive her next service fee with us as a goodwill. 

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 18014302
  
  I am rejecting this response because: 1) My membership expires in a few days so I think the company's "goodwill" is deliberately offered so that I can not use. 2) As I am not an expert, there is no way I can tell whether this is a water heater issue or plumbing issue when I have no hot water. But either way, the terms and conditions did not explicitly state waterline and shut off are not included. 

  As such, I am requesting the company to process my claim as they should. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 09/23/2022

  *er the terms of service the items on the invoice are listed as non-covered in our plumbing section. Unfortunately we are unable to approve non-covered items. 

   

  *LUMBING SYSTEMS AND STO**AGES
  COVERED: Visible Interior Leaks and Breaks of Water Supply *ipes, Drain, Vent, and Waste LinesDishwasher Supply Line- Toilet Tanks/Bowls (replaced with *************'s Grade as necessary)- Toilet
  Wax Ring Seals- Flush Valve- Refill Tube- Ballcock- Flapper-Fill Valve- Overflow Tube- Diverter Angle
  Stops- Hose Bibs- * Traps- Faucet- Unobstructed access to stoppage within the confines of the home
  from the Access *oint, via Snaking System i.e. Sewer Drain Snake.
  NON-COVERED: *iping Failure or Stoppage which includes Collapsed *iping, Freezing or Damage from
  Roots- ******************** Leaks- Slab Leaks- *olybutylene or Quest *iping- Galvanized Drain LinesGalvanized *iping- Flange- Valves- Bathtubs- Shower Enclosures and Glass- Base *ans- Sinks- Toilet
  Lids and Seats- Cracks- Whirlpool Jets- Whirlpool Control *anel- Water Softeners- *ressure RegulatorsInadequate or Excessive Water *ressure- Leak Searches- Costs to locate or access Cleanout not found
  or accessible, or costs with installing Cleanouts- Faucet Installation- Hydro Jetting- ******************** Systems unless additional fee is paid and listed in additional coverages per the Declaration page.

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18014302
  
  I am rejecting this response
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 09/26/2022

  I don't agree with the business as it should be falling under pluming rather than water heater section. and under the plumbing section, piping and not having access to hot water was not excluded. If not having hot water is not even included, then i don't see what is the point of purchasing home warranty.

  

  Business Response

  Date: 10/06/2022

  We apologize for any confusion our response may have caused ************. In the Platinum plan, we cover 25+ items and including Water Heaters, Plumbing, HV**, appliances, etc. We cannot control how the homeowner submits their request, they get to choose if they feel it's plumbing, a water heater, **, etc. Regarding plumbing issues, it can be anything from the ** to a water heater, but each coverage is listed separately as they have separate failures and limits. Once we received the diagnosis from the plumber that as called, it was apparent that the issue was with the plumbing and not the actual Water Heater itself. Once the technician found that the "water supply line feeding the shower on the hot side, had a defective value and was replaced with a new value now causing the water heater to work properly." This diagnosis let us know the plumbing and value issue was causing the unit to fail, not the actual unit. 
  When this was reviewed on terms coverage, it came back in the system as values are listed as excluded in plumbing, and this was solely a plumbing issue and not a failure in the Water Heater. We apologize that it was excluded this time, but your plan does reflect that you had covered items in your time with us. We appreciate your feedback in this matter. 

• Initial Complaint

  Date:08/30/2022

  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.

  The service and agreements NEVER transfer to accurate support with this business. They make you pay monthly, a service fee for professionals to come out to your residence and when the issue is resolved they make you pay for that as well. I had plumbing, sink issues and although they were not my fault or a pre existing issue they made me pay.I wouldn't recommend this service to my worst enemy.

  

  Business Response

  Date: 09/07/2022

  There was a misunderstanding by the technician, AFC approved the full cost of repair. This was paid in full and completed 8/30/2022.