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Extended Warranty Contract Service Companies

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Initial Complaint
06/26/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I sent in a check to AIG for the amount of $94.95 (check# ****) on March 5th 2024 to extend my warranty for another year. After a month I realized I had not received my warranty certificate via email as I have done several times in the past. I called AIG and I was told that AIG no longer is the underwriter for ********* warranties and that the underwriter is now *** (******** * *******). I explained to the agent that AIG has already cashed my check. I was then told I needed to provide proof of the check and it would be sent over to their Resolution Team. On April 23rd 2024 at 1:12pm EST I sent an email to ************************ with snapshots of the front and back of the check to AIG to show proof. On April 25th at 11:25am EST I received an email stating they have submitted this to the underwriting company for review and that review is still in process at this time. That is the last email or update I received from AIG. From that day to this one I have been calling and speaking to different people from Customer Service to Resolution Team and nobody is trying to really assist me. Everyone that I have spoken with cannot see another teams system, or they don't have a contact, or they would do whatever it took to get rid of me. I have spoken with several Resolution Specialist like Jay April 23rd at 1:18pm EST, Kristina April 25th at 11:25am EST, Cassandra June 5th at 10:55am EST and many more over the phone. BBB I have read several similar complaints with 1 star rating as I have done. SOMETHING MUST BE DONE ABOUT THIS COMPANY!!! They are taking customers money and not issuing the refunds as promised. THEY MUST BE STOPPED AND HELP ACCOUNTABLE! I have the original emails including the snapshots of the check that was cashed. Please advise ASAP. Thanks.
Business response
07/16/2024
See attached response.
Customer response
07/17/2024

Better Business Bureau:

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

Sincerely,

****** *****

***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.
Initial Complaint
06/17/2024
Complaint Type:
Product Issues
Status:
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.
Subject: Unresolved Repair Request for Washer Under ** Extended Warranty Contract - Certificate Number: ********* - Washer Model: ******** - Serial Number: ************ - Claim Number: ******* Summary of Complaint: I have been dealing with the repair of my washing machine under **** extended warranty for SIX weeks. Timeline of Events: - May 3: Contacted ** extended warranty to request repair of my washer. - May 5: ** assigned Fixity Appliance Repair to handle the repair. - May 7-22: Fixity visited my home six times. They eventually replaced a part but forgot to reconnect the drain hose, causing a flood. The machine still did not work properly. - May 22: I requested ** to assign a different repair company. - May 24: ** assigned National Platinum Service (***) to inspect the machine. - May 29: *** technician inspected the machine and told me that it was likely unrepairable (report Tcc************). - May 30-June 6: Called ** multiple times with no progress, ** finally reassigned Fixity to inspect the machine again. - June 7: Fixity confirmed the machine was unrepairable.. - June 8-12: Made multiple calls to LG, spending hours explaining the situation. Each time, I was told they were waiting for Fixity's report. Finally on June 12th, ******* from ** contacted Fixity by phone, who promised to send the report that same day (I know this because ******* allowed me to overhear the conversation with Fixity). - June 14: Called ** again asking to talk to a supervisor. ** told me that they were still waiting for Fixity's report and that supervisors were too busy to speak to me at that moment. I was told to expect a call. I cannot wait any longer! Impact: - Six weeks without a functioning washer. - Over $100 spent at a laundromat. - Potential damage to my laundry room floor. - Many hours and significant stress dealing with this issue. This service is unacceptable. Since ** knows that machine is unrepairable based on **** own ******* call to Fixity, why not authorize refund?
Business response
07/15/2024
See attached response
Initial Complaint
03/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased washer 11/22. Machine from beginning has had operating issues. Not filling to the right water level, water solenoid going out, and 2 computers replaced. Machine has WIFI capability. We do not have phone WIFI. We are on limited income. When calling this morning and asking what was going to be done with washer that won't work on certain cycles, was told we would have to hook up WIFI to machine before they will do anymore. Repair man said he could do nothing else. And could not make WIFI work on his phone. Our phones do NOT have a WIFI plan. This machine has an extended warranty plan until November of 2024.
Business response
04/09/2024
See attached response from the business.
Initial Complaint
03/19/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 16 April 2020 I purchased a new and unused refrigerator online directly from *********. The unit was a ******* *** (owned by *********) and was model # **********. I paid a total of $4,075.69. The unit was delivered a week later and worked as advertised. I also purchased a 3 year extended service plan for an additional $164.95 from AIG. The unit performed well until January 2021. At this time I began to experience issues with the ice-maker not producing ice and the unit not cooling. Also, I noticed frost appearing inside of the unit. We contacted the warranty company and a technician was dispatched to our home to assist. The technician told us that the door was made incorrectly and causing the issues. A replacement door was ordered and installed, with no change. Over the next 5 months we would endure 5 visits and numerous replacement parts including: doors, wiring, gasket, mullions, icemaker system and weather-stripping. The appliance still is not repaired and has not improved at all. The technicians understand our frustration. I contacted *********/ ******* *** to request that the unit be replaced and they told me that only their extended warranty company, AIG, could order that. I contacted AIG and requested replacement and was told that the appliance will be repaired until the warranty expires, and that replacement is not an option. My family has been greatly inconvenienced throughout the numerous phone calls, service appointments and repairs. Currently the freezer is completely inoperative and we have lost hundreds of dollars of perishable food that we have been forced to discard. I have paid over $4,000 for a new top-of-the-line refrigerator and I am purchasing bagged ice from the food store and storing it in the secondary freezer because my ice-maker does not work and the manufacturer that sold me the unit AND the extended warranty refuses to make it right! I request my refrigerator be replaced immediately with a new one of the same model and features.
Business response
04/01/2024
We submit this letter in response to the complaint that was filed by ******* ********* with the Better Business Bureau, Inc. regarding his claims under a ********* Service Plan.

We have completed our investigation of the concerns that were expressed by *** ********* and our response was sent directly to him on March 29, 2024, via email.

Should you have any questions or require additional information, please contact the undersigned.
Business response
04/15/2024
See attached response from the company.
Customer response
04/15/2024

Complaint: ********

I am rejecting this response because: I am very happy with the described settlement proposed to me by AIG. The only reason I am not answering as completely satisfied is because I have not received the settlement or food loss checks yet. I have not received any payment. When I receive payment, I will be completely satisfied and will be a promoter of AIG.

Sincerely,

******* *********
Initial Complaint
03/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We bought a 5 years extended warranty on 2 built in kitchen aid refrigerators with AIG. AIG mixed up the model numbers and serial numbers of the 2 refrigerators on our valid contract (expiration 2/15/2025) That means that right fridge model number with left fridge serial number. Left fridge model number with right fridge serial number. We’ve had issues with the freezer all the time. Especially the left freezer. We always got service calls, but the problem always kept happening. A fee times we were left with no freezer for a FEW MONTHS AT A TIME waiting for parts and not given a time estimate for when the parts are coming. Recently I was advised that the numbers are mixed up on the warranty and needed to be fixed up. The difference is between the R for “right” fridge and L for “left” fridge by the model numbers. That’s it. Easy mistake. Easy fix. Was done by AIG. I sent the refrigerators stickers as well. I reached out to try to change it. The representative (****) asked for original proof of purchase which I provided, and dragged me a few weeks before telling me that my contract is canceled for no reason. They’ll refund back the one year left on my warranty MINUS ANY SERVICE CALLS THEY PROVIDED- Buying a new warranty would cost much more now and I won’t be refunded any money because of the service calls that were needed. My warranty is still valid. My fridge is broken now (again!) and needs service. We have 7 kids - one is a newborn and the fridges are very needed. I don’t want to loose my warranty.
Business response
03/26/2024
Please accept this response to the above referenced complaint that was filed by the
Complainant with the Better Business Bureau, Inc.
We have completed our investigation of the concerns that were expressed by
the Complainant in the complaint, and our response was sent directly to
the Complainant on February 26, 2024, via email.
Thank you for the opportunity to respond to the complaint. Please contact me with any
additional questions regarding the above.
Customer response
03/26/2024

Better Business Bureau:

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

Sincerely,

**** *******

***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.
Initial Complaint
03/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I bought a brand new ********* washer and 5yr. warranty in 2022. it's never worked Properly, not the washing and/ or spinning process. The company has sent their services to my house 8 times from ***** Appliances and *** service. Within these 8 times of them coming out, they've put several parts on it and did "repairs" but my washer has never worked properly. I'm assuming it's a manufacturing error that's inside the machine that they cannot fix and I would like a new washer and if not a refund.
Business response
03/20/2024
Please accept this response to the above referenced complaint that was filed by the
Complainant with the Better Business Bureau, Inc.
We have completed our investigation of the concerns that were expressed by
the Complainant in the complaint, and our response was sent directly to
the Complainant on March 20, 2024, *** email.
Thank you for the opportunity to respond to the complaint. Please contact me with any
additional questions regarding the above.
Customer response
03/20/2024

Complaint: ********

I am rejecting this response because: I have gone through enough trouble with this washer. Your company is not standing by the warranty contract and if need be I will take legal action.
Sincerely,

******* ****
Initial Complaint
02/26/2024
Complaint Type:
Product Issues
Status:
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.
I cancelled my contract on January 16, 2024 and requested a refund for the 2 remaining years because I had to get a new refrigerator. I was told I’m not due a refund even though you can see from the attached that I have 2 years remaining.
Business response
03/07/2024
We submit this letter in response to the complaint that was filed by ****
*********** with the Better Business Bureau regarding a ********* ******* ****.
We have completed our investigation of the concerns that were expressed by Ms.
*********** and our response was sent directly to her on March 7, 2024 via email.
Should you have any questions or require additional information, please contact
me directly and reference our file number, ***********
Initial Complaint
02/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
see attachment
***************************************************************************** *****************************************************
Business response
02/26/2024
Please accept this response to the above referenced complaint that was filed by the Complainant with the Better Business Bureau, Inc.

We have completed our investigation of the concerns that were expressed by the Complainant in the complaint, and our response was sent directly to the Complainant on February 26, 2024, via email.

Thank you for the opportunity to respond to the complaint. Please contact me with any additional questions regarding the above.
Initial Complaint
01/09/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a ******* *** ******* Plan for all our appliances. I renewed the dishwasher/cooktop plan on 3/13/2023 for three years until 3/12/2025 in the amount of $810.80. I called about a problem with the soap dispenser in December and never heard back from them. I called again today 1/8/23 and was told they no longer service my area but they would give me $197.00 to purchase a new dishwasher. 1) the dishwasher runs fine the only problem is the soap dispenser get stuck. 2) my contract is good until 2025 so why would I buy a new dishwasher. I told them I was not satisfied and that if they were not going to fix it I wanted a full refund of my premium since I was never informed that they no longer covered my area. If I had not called with a claim I would have paid for the entire term without any coverage. 3) In addition to the dishwasher, I have a plan on my microwave/oven combo which was renewed on 9/12/22 through 9/12/25 in the amount of $402.69.
Business response
01/31/2024
Attached is the response which was sent via fax and email on 1/29. I apologize for any confusion.
Customer response
01/31/2024

Complaint: ********

I am rejecting this response because:
I received a telephone call from AIG stating that I would receive full credit for all my applliance premiums on the credit card that was used to pay the premiums. I have not seen that credit issued as of yet so I do not want to accept and close the complaint yet.
As soon I see the credit on my credit card I will then move forward.

Sincerely,

********* ********
Initial Complaint
11/29/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I contacted AIG Service on October 10th to request a repair be made under the 5-year extended warranty that had been purchased with our Whirlpool refridgerator. They told me that since I was not the original purchaser of the warranty (the previous home owner has purchased it) that I needed to get them to fill out a transfer request form first - this seems like a hurdle put in place purely meant to disincentivize and slow down people from submitting warranty work as the warranty is with the appliance and not the person so they have the serial number of the appliance and there really isn't any logical reason to need to get the signature. That being said, I was able to track down the old owner and submitted the transfer form on October 13th, which was approved. The only communication that the service agent (Keri) said in the confirmation email was "Thank you for reaching out. Your request for a contract transfer has been completed. If you have any questions please reach out." She never mentioned that the warranty was about to expire and didn't provide me with any documentation that stated when the warranty would run out. When I called back in early November to schedule the repair again, I was told that the warranty had expired and they could not help; I asked to speak to a manager and they said a manager would call, but no one has called. I request that they honor the warranty as I attempted to schedule the repair while still under contract and they were clearly trying to delay and hide the fact that the warranty was almost expired. To that end, I still have yet to see any proof of when the warranty actually expired.
Business response
02/05/2024
See attached

Customer response
02/07/2024

Better Business Bureau:

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

Sincerely,

**** ******

***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.

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