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:09/27/2024

  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.

  The renewal notice I rec'd in March 2024 indicated that one of the options available was now included for the Enhanced and Platinum plans. The option being a Refrig/Washer/Dryer package which is an additional $155 for the year. The renewal notice added this cost to my renewal premium. I called and verified after receiving the bill that since I had the Enhanced plan I would not be required to pay the additional $155. I paid my renewal premium for the year minus the $155 in April. A week later I received a call that I was required to pay the additional money due to the fact that my renewal premium was based on a Price Lock for my Enhanced plan, and as such I was not entitled to the package that was now standard with my plan. That I could only have this package coverage by paying the additional cost as an option. I was told that I could have the package under the Enhanced plan if I wanted to cancel my current coverage with the price lock and sign back up as a new customer and pay the higher premium current premium. I went round and round with the local office. I was told in April that a decision was being requested from **************** on this issue. I f/u a month later and was told a 2nd request would be submitted. A month later still no response. In August I sent a letter requesting written decision w/i 30 days. Only response was an email supporting pay So needless to say, I paid the option price as this was still less than the current premium. But my renewal notice has no statement that I am excluded under the price lock for the now standard package. Bottom line is that is that I am actually paying for a service that is now standard for the plan that I have. So, to me at least, this seems to be double dipping on the companies side. Don't get me wrong. I am absolutely thrilled to have the price lock. But it seems wrong to force a customer to pay an additional premium for a service that is now standard in the plan that they have.

  Business Response

  Date: 10/09/2024

  We received Ms. **************** claim regarding our **********. **************** is on the Enhanced Plan which retail for the Enhanced Plan + Plus additional stand alone freezer retail cost is $991. Ms. **************** is paying $765 which is just under 23% retail discount and she wants more. We feel that we can not accommodate any more discounts.

• Initial Complaint

  Date:05/20/2024

  Type:Billing 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.

  My bank account had a $100 withdraw paid to this company. I don't know what this is for nor do I even know what this company does. I've never heard of them and I didn't authorize this payment.

  Business Response

  Date: 05/23/2024

  I tried calling ************************ regarding this matter to verify the last four of the card and cross reference with any charges done on our end. But unfortunately, when I would call ************************ & ask for her she would not give me a chance to explain who I was & would say no & just hang up.

  Customer Answer

  Date: 05/23/2024

  Hello, I Apologize for my step mom not taking the time to find out what had happened in a proper manner. The bank issued her a new card and alerted the fraud department on her behalf. I gave her the printed information sheet from the complaint in case you called. Perhaps if you said this is better business bureau complaint person and asked her if she had the number of the online complaint filed with BBB, she may answer the questions. She gets a ton of telemarketing calls each day and will not tell them to take her off of the call list 

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21734627
  
  I am rejecting this response because:
  

  Hello, I Apologize for my step mom not taking the time to find out what had happened in a proper manner. The bank issued her a new card and alerted the fraud department on her behalf. I gave her the printed information sheet from the complaint in case you called. Perhaps if you said this is better business bureau complaint person and asked her if she had the number of the online complaint filed with BBB, she may answer the questions. She gets a ton of telemarketing calls each day and will not tell them to take her off of the call list 

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

  Business Response

  Date: 05/30/2024

  I attempted to call ************************* again today I was able to speak to her & let her know who I was. I did let her know that I don't show her in my system so I am not sure how her card was charged. Maybe one of our clients got a hold of her card number & used it to pay our company. The only way I could look up the charge & for me to be able to refund it, would be if she could provide me the last four digits of the credit card. She told me she could not do that. So I asked how am I suppose to refund her money which is what she is requesting. She disconnected the call. Not sure how else I can assist.

• Initial Complaint

  Date:12/20/2022

  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 am a long-time customer of Dwellness, formerly National Home Warranty. I submitted a claim on December 8 for plumbing services and the technician arrived to fulfill the service the next day, December 9. When I greeted the technician at the door, I explained I needed him to wear a mask. He responded "I don't wear masks." I explained that I had a health issues and was immunocompromised. He dismissed my concern and said "I'm not sick." I further explained that even if he didn't feel sick that he could be unknowingly carrying a virus and that I needed him to wear a mask because of my health situation. He said I should ask for another technician and departed. I immediately called Dwellness to complain and see if I could have another technician out ASAP and I was asked to leave a message for the manager. I did so and as of 2:30p on December 12, I have not heard back from Dwellness at all. Not from the manager and not from the company to fulfill my covered service request under my warranty. The simple request to wear a mask should be honored regardless of my health condition. I cannot do business with a company whose employees or vendors will not take simple precautions to protect my health and the health of my family. I want Dwellness to refund the cost of my warranty so that I may purchase another warranty with a more caring vendor. Dwellness also states on its website that their employees: "...provide a greater level of care and performance to our customers. Simply put, we service what we sell. Homeowners love the Dwellness difference which allows us to deliver best-in-class service and a second-to-none value product." This claim is false as the refutation of a simple request to wear a mask in order to protect my health is certainly not "best-in-class" service.

  Business Response

  Date: 01/03/2023

  We apologize to the consumer . I have tried to reach out to her a couple of times now but the line goes to voicemail that can not leave a message. Please have the consumer reach out to the office and ask for Mark at her convience. 

  Customer Answer

  Date: 02/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18616184, and find that this resolution is satisfactory to me.

  I spoke to Mark from Dwellness and he was appropriately apologetic and acknowledged the importance of accommodating client's requests, especially for health reasons.  He also informed me that my experience led to additional training for his technicians.  I am satisfied with Dwellness' response and I will continue to do business with the company.

  
  
  Sincerely,
  
  Kara Kelley

• Initial Complaint

  Date:11/28/2022

  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.

  When we bought our house in January 2022, we purchased Dwellness "enhanced plan" home warranty coverage that expressly covers "mismatched systems," which is a very common and standard practice in the **** industry. Our AC was not cooling, so we submitted a claim on 11 July, and their **** tech came out twice that week. After the second visit, he stated that he couldn't do any more unless the air handler was replaced. On July 25, ****** called ********* to see when they would install the new equipment. After several calls, they said that that they would only offer us $250 to settle our claim. On the second incoming call, ****** told us that all claims for mismatched systems only receive $250, and she stated, "yours is not a code violation." On the third incoming call with *********************, *********' president, he claimed that we have a code violation, but he refused to specify the actual code being violated, and he said that we needed to get a letter from either an AC manufacturer, city inspector, a licensed contractor, and/or the permits before ********* would replace our AC. We attempted to do this with a letter from a general contractor. But ****** said that wasnt good enough since the general contractor isnt licensed to install an **** system (but he is a subject-matter expert on building codes). So we resubmitted the letter with an endorsement from the general contractor's licensed **** installer. Yet ****** still refused to accept this and declined further communication until we met his unreasonable demands. The dispute is that ********* is ignoring the word "if" in the coverage clause, so they won't honor the contract's explicit text and purpose to repair or replace a broken mismatched system. When I filed a complaint with AAA, they declined saying: "********* failed to comply with the AAA's policies regarding consumer claims, set forth in the Consumer Due Process Protocol and the Consumer Arbitration Rules, including the Costs of Arbitration."

  Business Response

  Date: 01/03/2023

  We have initaited a cancellation of the policy for hte consumer per the terms and conditions stated in our policy. The homewonere has a house designed for more than two HVAC Systems which excludes his home from coverage. We backdated his cancellation and proreated the refund les services provided to the date of cancellation. We also sent them a refund for the prorated amount and a leter explaining the cancellation. 

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18453492
  
  I am rejecting this response because:It shows Dwellness' pattern of fraud because nowhere in the contract policy does it say that we can only have a total of two systems in our house there is no such exclusion because it simply says that two systems is the most that they will cover. It's like their coverage clause for keys: the maximum that they will rekey is four, but we have more than four locks in the house, so that doesn't mean the contract is void because of the fact that we have more than four locks, it means that only four of our locks are covered, not the rest, any four we choose will be covered. ********* continues to make up new and creative ways to deny coverage that aren't in the actual text of the contract, please see the transcript of the telephone calls where first ********* said that we didn't violate any codes, then in a later phone call ********* said that we did violate a code but couldn't name any codes that were violated because there are none! They used this excuse to payout only $250 on a system that requires replacement. *********' response doesn't follow the terms of their own contract, and they interpret it however they want because they unlawfully refuse to pay for the necessary replacement that their own service person said was needed. This is the fourth or fifth different way that ********* has tried to cheat us out of coverage because the contract explicitly covers our HVAC system, in fact the contract cost extra money to explicitly cover a mismatched system, which they first repaired when there was a heat issue early in the contract, yet Dwellness didn't have any concerns about coverage for this exact same system at that time when we paid the $85 for the service call and it was an inexpensive repair, but now that we need to use the warranty for exactly the reason why people buy such coverage, catastrophe, ********* reneged on the contract's promise in multiple ways, including not paying their dues with AAA to arbitrate, which is the contract that we bargained for and for that alone we're owed a full refund on the entire contract plus the cost to replace the ***** In short, ********* invented this new "rule" (no coverage at all because our home has more than two systems total), thus Dwellness choosing to give us a partial contract refund is solely for the purpose of trying to get rid of us by unlawfully rejecting our claim with a bogus excuse made up out of thin air. This exclusion is nowhere in the contract, whereas the coverage is explicitly provided for in the contract, as we have unequivocally pointed out and quoted in our Complaint. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/17/2023

  We reject ************** allegation that we are committing fraud by adhereing to the terms and conditions set forth in the contract. ************* purchased the contract under the terms and conditions previously outlined. It is the contract holders responsibility to read the terms and conditions of the contract which clearly state that we cover homes that are designed for residential application and cannot exceed two systems. ************** does not get to pick and choose which systems he wants or needs fixed. He had the option to buy the additional coverage at the time of purchase but chose not to insure the 4 units that his house is designed for. I can only assume ************** either did not know he needed the coverage or chose to pursue the coverage with full knowledge of the contract . It would be nice if all insurance companies allowed us to buy partial coverage and then pick and choose the components or equipment that are going to be covered after a loss occurs. Unfortunately I do not know warranty coverage that offers that type of coverage that ************** desires. We again reiterate our position that we have exhausted our efforts to resolve this with ************** and have refunded his policy under our contract terms.