ComplaintsforThe Manchester Group, LLC

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 31st, 2024, I called Utility Shield and requested to cancel my Total line protection plan. The monthly charge is $19.95 and for some reason they double bill sometimes then the next month there is no charge. This is done through Citizens Energy group in Indianapolis. I asked the rep about this and he thought the extra payment was making up for one missed in 2020. I had the receipts for that year and it was the scenario I mentioned of a double billing then no billing but then the price was $14.95 so it could not be related as claimed. Then he went on to say that coverage would remain until Feb 21st with the payment. So I let it go until I got a letter saying the coverage was cancelled on Jan. 31st. I contend that the company owes me the 21 days worth of payment from February 1st to Feb 21st which would be $13.96. I made a $39.90 payment on the bill due Feb.10,2024 through Citizens Energy Group.

  Business response

  04/02/2024

  Good afternoon,

  
  Thank you for bringing this concern to our attention. We send a charge to Citizens Energy Group every month on the 22nd.  The amount of $39.90 paid to us was accurate.  The customer requested cancellation on 1/31/24 and had protection through 2/21/24. The cancellation confirmation letter was dated 1/31/24.  Although $39.90 was the correct amount billed and paid, we will provide a prorated refund of $13.96 as a courtesy.  A refund check will be mailed to the mailing address we have on file for the customer. If the customer would like a breakdown of the credits and debits on the account, we would be happy to provide it.
  
  Please let us know if we can be of any further assistance.

  
  Sincerely,

  
  IGS Home Warranty

  Customer response

  04/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  The business has agreed to the refund I requested of $13.96 however I have not yet received it.  I trust they will as a courtesy.
  Regards,
  
  ******* *****

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted the insurance company to have them open a claim for a sewer repair. The house is 40 years old. They sent out a plumbing company who looked into it. Was informed that because prior repairs had been attempted, they would not be responsible for the claim. Denied my claim.

  Business response

  03/01/2024

  Good afternoon,

  A supervisor has reached out to the customer to discuss how we can best help. The customer has had the work completed so we have asked for a copy of the invoice from the contractor that completed the repair. Once we have the invoice we will review it and determine if we can help the customer further.

  Sincerely,

  IGS Home Warranty

  Customer response

  03/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21346303
  
  I am rejecting this response because: they did reach out but have NOT resolved anything yet. 
  
  Regards,
  
  ****** *******

  Business response

  03/06/2024

  Good morning,

  A supervisor has reached out to the customer to explain that we are able to reimburse the customer for the work completed. The supervisor spoke with the customer this morning and explained that we will send a release of liability the customer must sign before we can release the funds for his reimbursement. Customer acknowledged being satisfied with this solution. Thank you for giving us the opportunity to resolve the issue. 

  Sincerely,

  IGS Home Warranty

  Customer response

  03/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21346303
  
  I am rejecting this response because: 
  I have yet to receive a check. I will accept the response once I receive it. 
  Regards,
  
  ****** *******

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a home warranty that covers inside and outside water and sewer lines as well as other things. I noticed mold in my basement and called a plumber who discovered a hole/large crack just as the main sewer line entered the foundation wall inside the home. Another plumbing company found a crack just outside the exterior foundation wall. IGS sent their own plumber who saw the second crack but not the first. They covered the "outside sewer" repair at $4,000 and said if I could prove the other crack was there, or that the second crack extended into the foundation, I would get the $2,000 "inside sewer" coverage as well. The manager I spoke to when they denied the first crack existed told me the pipe within the foundation wall is part of the "inside sewer line." A fourth plumbing company that will be doing my repair proved the existence of the first crack by showing light emanating from the crack when a camera was at the hole and no light when the camera was past that area on photos they took during their evaluation. Water marks on the wall clearly show water coming from that location as well as the second crack. Now IGS agrees there is a crack there but claims that entire piece of pipe, which is 90% inside my basement and 10% in the foundation wall, is "an extension of the outside sewer line into your house." The warranty contract states the outside sewer line is "outside your home" from the "exterior foundation wall" to where it connects to the government sewer. So they changed the definition of outside sewer to include pipe inside my house and are twisting the clear language of the contract in denying my claim for the $2,000. IGS says I must find something wrong with the pipes that connect to the elbow that has the first crack to get the additional money.

  Business response

  01/17/2024

  Thank you for contacting us.

  At this time, we've been trying to reach out to the customer's contractor to gather more details, but have yet to hear back.  A supervisor contacted the customer and explained where we stand with researching the matter.  The customer advised they will also ask the contractor to contact us.  

  We will reach back out to the customer once we've spoken to their contractor. 

  IGS Home Warranty

  Customer response

  01/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21113390
  
  I am rejecting this response because: The complaint has not been resolved. The business says that in their message. I have contacted the plumbing company and asked the supervisor to have a call with me and the IGS supervisor. However, the reason given as to why they want to talk to him is that they want to know where the second hole in my sewer pipe was located. I sent photos of the pipe after it was removed and they have photos from prior to the work also. It was clearly inside the home just as the pipe entered the foundation. The issue was that the person handling my claim said that piece of pipe was part of my outside line. The applied definition of outside and inside line was the problem. Nonetheless I will contact TE Certified again and ask for the conference call with IGS.
  
  Regards,
  
  ****** ********

  Business response

  02/06/2024

  Hello,
  
  We have spoken  with the customer twice.  We have asked for an invoice as well as to speak with the contractor in order to determine what we can or cannot protect.  Customer stated they do not have an invoice from the contractor yet, but they will contact the contractor again.  We explained to the customer we need both of those things in order to assist further with the matter. 
  
  IGS Home Warranty

• Initial Complaint

  11/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had an automatic withdraw coming out of my account for nearly 3 years from the Manchester Group for home warranty/repairs. I cannot find any way of reaching this company for repairs needed. I believe this company to be fraudulent, and my money needs to be returned to me. The maximum date range that could be pulled on my supporting documentation is 12 months, this withdraw has been coming out of my account for almost 3 years.

  Business response

  11/10/2023

  Good morning,
  
  We have attached the customer’s Schedule Page which lists how to get a hold of our company. The customer has called our company in the past to change from being billed through their utility company to being billed directly by our company. The statements that the customer attached to the complaint also include our phone number on each line item for our charges. We will have a supervisor reach out to the customer this morning to see how we can assist.
  
  Sincerely,
  
  IGS Home Warranty

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought an IGS Home Warranty, which was meant to cover broken appliances and other things in my home. It was also supposed to cover up to $2000 for A/C repairs or replacement. My A/C wasn't cooling quite well enough, so I contacted them. They sent a contractor who reported I needed a new A/C. Trying to be economical and fair, I asked them to fix even the older parts to try to extend the A/C life. The contractor attempted to do that but in doing so they fully broke the A/C and made getting a new one necessary. But for their contractor trying to fix the previously functioning A/C unit, I would not have needed a new unit at this time. IGS refused to pay for the $2000, instead offering $1219 for the repairs the original contractor offered. I ultimately accepted that, but still had to get a new A/C before they would send the money. I contacted Reliable Heating and Air, they replaced my A/C on a contract such that I own the equipment but make payments over 8 years they call a "Rental" agreement b/c it also includes free annual servicing, upgrades, and maintenance if parts on it break. IGS asked for that paperwork, so I sent it, but b/c it uses the word "Rental" on it, they insist I don't own my equipment so won't pay the agreed upon settlement of $1219. Reliable will attest that I own my equipment and that the use of that word is nothing more than verbiage b/c of the included service agreement. The total cost of the A/C is $8100 and I can pay it off at any time, but I want the service agreement so I don't want to pay the $8100 outright. Even if I did, IGS would still not pay the $2000 they owe, offering only $1219. If I cannot get this resolved with your help, I do fully intend to take them to small claims court.

  Business response

  09/15/2023

  Thank you for contacting us.  We came to an agreement with the customer and the matter is resolved.

  Thank you,

  IGS Home Warranty

  Customer response

  09/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  **** *******

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've been with Utility Shield since March of 2018

  My water heater started leaking from the bottom and I had rusty water all over my basement. I called utility Shield they sent there contractor Gordon's plumbing out they installed me a new one I believe on march 8 there plumber said i would probably have to new pipes cause of the rust and i wasn't getting any water pressure cause of the rust I called utility Shield they don't cover water pressure which was caused from having new water heater.

  So I called Hope plumbing and had all new pipes replaced on May 9 and 10 then after about 3 or 4 days it was dripping from my meter and the T or elbow in wall So I called Utility Shield they sent there contractor ******* ******* of Follow thru Plumbing he said it was installed improperly I called Hope Plumbing and talked to ****** I told him what they told me I gave him ******* ******* phone number so he could find out how it was installed improperly I talked to ****** again he said ******* said he didn't tell me that. I had Hope plumbing install me a new water meter in my front yard instead of being in basement on May 31 I believe when they were digging it up by the front curb it was leaking where the copper and galvanized pipe connected I guess the water from leak was following pipe into my basement and caused a lot of ground water running all over my basement floor.

   

  Business response

  06/30/2023

  Thank you for contacting us.

  The Warranty Support Supervisor tried contacting the customer by phone today to get a better understanding of the situation, but there was no answer and a voicemail was not set up.  We would like to gather details about the work the customer paid for out of pocket to determine if there is something we can assist with.  If the customer could contact ********, the Warranty Support Supervisor, at ###-###-####, we would greatly appreciate it.
  
  We look forward to hearing from the customer.

  Thank you,
  IGS Home Warranty

  Customer response

  07/05/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20242691
  
  I am rejecting this response because: I have called ###-###-#### multiple times, and either the phone never rings, or it rings a very long time, but nobody picks up.

  I asked BBB to call the number, and they weren't able to reach anybody either. 

  I would like them to reimburse me for at least some of the costs.  
  
  Regards,
  
  ****** ****

  Business response

  08/28/2023

  Please find attached a copy of the check remittance which includes the check number.  Please let me know if you have an further questions or concerns.

  Thank you,

  IGS Home Warranty

  Customer response

  08/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. Per conversation between consumer and BBB consumer has received her check.
  Regards,
  
  ****** ****

• Initial Complaint

  04/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Description: Constituent has a home warranty called IGS. He had a gas leak, he called them and they said they would come to the home, but they never did. He paid $39.99 per month for over a year. They have not helped him and he wants a full refund. I*********** ******** **** ******* ******* ******* ** ***** ************ ************ ******** ** ********

  Business response

  04/24/2023

  please move complaint to IGS home warranty.

   

  Business response

  04/28/2023

  Thank you for contacting us.  

  Unfortunately, the contractor who was dispatched did not go to the home and the customer used another warranty company to complete the repairs.  We cancelled the account today and refunded the payment method we have on file.  Please let us know if we can be of further assistance.

  Thank you,

  IGS Home Warranty

   

  Customer response

  05/09/2023

  BBB received notification from consumer that the business addressed complaint issues.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was having ******** issues at my home, water was backing up some where, because there were mornings we would wake up and the bathroom floor would be covered in water. I contacted IGS and they sent out ******s ******** on the first trip they said it was a clog, so they unclogged it, about 4 weeks later the issue persisted so they came out again and was suppose to bring a camera, but the one they brought with them was too big, so we paid $270.00 out of pocket for them to unclog it again. I spoke with someone at the office and they said due to the camera being to large they would send someone out on another date at no charge, mind you my husband and myself are taking time off work for this. So the guy comes out and when he finish he says I am suppose to collect a payment of $250.00 and disputed the charge, and called the office, and the lady was so rude, and the guy stated I not able to tell you what the issue is. Next I asked they send another contracting company, and they sent Priority ******** the gentlemen came out and he said I have been here before, I know what the issue is. He said he would write up an invoice and have someone in the office email you the report, they never did and I called several times. I have since still not had the issue resolved until Friday 14th of April and they finished up on Monday April 16th. So I contacted IGS to see if my warranty would cover any of the cost and I was given the run around. Basically I was told there people would have to had done the work, but they have been to my home on four separate occasions, so I concluded they did not want to do the work, and I was feed up with waking up to a wading pool in my bathroom every morning and watching my vanity cabinet wear away. I need to know what can be done for them to honor my warranty. Thank you for Listening. ****** ****

  Business response

  04/25/2023

  Thank you for contacting us regarding this. We apologize for the delay in response, but we have been working to receive needed information from **** ******** (customer’s contractor).
  
  The ******** issues the customer referred to in the complaint are from February 2022. The customer contacted us twice for two different sewer issues on 2/8/22 and 2/16/22. Both times we dispatched ****** ********. The customer did not have an outside cleanout to access the line. The contractor snaked the line and pulled roots on the first call, and on the second they found a clog which is not protected by the Service Agreement. The customer hired the contractor to clear the clog and paid them directly. However, the disputed contractor invoice the customer referred to in the complaint is being investigated.  We are currently in touch with ****** ******** to determine the amount and what services the customer paid for out of pocket.
  
  The customer called us back on 3/7/22 about the toilet leaking from the bottom and because we do not protect the toilet, we referred the customer to a list of licensed contractors.  We did not hear anything from the customer concerning the sewer line until 4/12/23. We were contacted to determine the protection for inside water and inside sewer lines. She told us she hired **** ******** directly. We asked her to contact us back after they investigated to determine if the issue would be protected under the Service Agreement. We explained once an issue was confirmed, we would send a contractor from our network, and we made arrangements for that.  The customer ended up using her own contractor for repairs before we could get a contractor to the home. Per our Service Agreement, we will not reimburse the customer for expenses incurred without our prior approval, and we did not provide approval for the customer to move forward with her own contractor for repairs.
  
  However, we are currently collaborating with the customer to achieve a reasonable solution for the matter.
  
  Thank you,
  
  IGS Home Warranty

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been paying for the last 5 years on home owners insurance IGA and tried selling my home. The inspection showed a crack in the sewer line and IGA says they wont pay to fix it as it is not backing up onto the house. But also states if someone bought the house they could not apply for the same insurance as it is an existing issue. I am retired and live on a fixed income. This is a scam and people are being taken. I'm not being able to fix the problem or move because of the problem. I want them to pay to fix the problem. That is what I paid for the insurance to do!

  Business response

  04/17/2023

  Good afternoon,
  
  Thank you for bringing this to our attention. We have reached out to the customer and discussed having one of our in network contractors go out to see if there is anything we can help with in accordance with the service agreement.

  Sincerely,

  IGS Home Warranty

  Customer response

  04/17/2023

  I just wanted to send a couple of things that would go with the report as I'm not sure now how to attach them. The first is a copy of what they say they will not cover, which is not what I have. The second is the scope of the sewer. I will send that separate.  Thanks in advance if you can somehow put these with the complaint.

  
  

  Business response

  04/28/2023

  We sent our own contractor out to investigate as we stated in our response on 4/17/23.  On 4/20/23 we approved a repair. 

  Customer response

  05/08/2023

  The consumer indicated by phone that the business resolved their complaint.

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have my home warranty through IGS Home Warranty. My washer began leaking on 1/3/23, per my agreement with them I am entitled to $500 in repair credit or $500 towards a new washer. IGS contracted out Appliance Man to repair my washer. It took them 5 visits to properly diagnose the issue, which was a leak coming from the TOP of my washer. On the third visit, one of their techs repaired a hose on the BOTTOM of my washer, which was not the source of the leak, and my washer continued to leak the very next load I ran. IGS is taking this unnecessary $377 repair away from the funds that they are contractually obligated to pay me, claiming that it was a necessary repair, which did not fix my washer. I am entitled to the full $500, which I would greatly appreciate assistance to reach resolution.

  Business response

  02/10/2023

  Thank you for contacting us regarding this situation.
  
  Our protection plan pays for the diagnosis and repair of protected items within a set protection limit.  When the customer started the service request, they reported a leak from the bottom of the washing machine.  The contractor dispatched to the home found a hose and clamp needed replaced, so they order the part.  Two days after the repair was completed, the customer contacted the contractor reporting further issues.  The contractor investigated, but they could not recreate the issue.  Three days later, the customer had the contractor back out to the home and at that time they found the motor was starting to fail and a different hose needed repair.  The cost of repairs exceeds the remaining protection limit available.
  
  A manager called the customer today and left a message asking for a return call.  We are waiting to hear back from the customer.
  
  Thank you,
  IGS Home Warranty

  Customer response

  02/23/2023

  Re: You have a new message from the BBB of Central Ohio in regards to your complaint #18970325.
  
  **** ******** <************@gmail.com>
  Feb 21, 2023, 12:11 PM (2 days ago)
  to Better
  
  Thanks for the follow up, I was unsure how to respond within BBB's system so I am trying here. 
  
  The business and I reached an agreed upon solution to the issue and can be considered resolved. I am awaiting the final check from IGS but otherwise this can be considered resolved on my end. 
  
  On Tue, Feb 21, 2023 at 11:37 AM Better Business Bureau <[email protected]> wrote:
  BBB
  Better Business Bureau®
  BBB PROVIDES A SERVICE THAT MARKETS
  TRUST IN YOUR BUSINESS & BRAND
  You have a new message waiting for you from the BBB of Central Ohio in regards to consumer complaint #18970325. Please click on the link below to access the online dispute resolution web site and read this message.
  
  Please click on the link below to access BBB's Online Complaint Management System to read this message.
  
  Click Here to see the complaint
  
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