Complaints

This profile includes complaints for The Manchester Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Manchester Group, LLC

  6100 Emerald Pkwy Dublin, OH 43016-3248

  
• 

  The Manchester Group, LLC

  PO Box 8003 Dublin, OH 43016-2003

  
• 

  The Manchester Group, LLC

  PO Box 9052 Dublin, OH 43017-0952

  

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:02/25/2025

  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.

  On January 24th I contacted my home warranty about my oven not maintaining temperature and not cooking the food evenly all the way through and not getting as hot as it thinks it is in there as quick as it thinks it does. My oven is 29 years old and I did not make any claims against my home warranty last year. A technician was sent to my home on January 30th from Elite appliance repair and his only advice was to preheat the oven for 20 to 30 minutes and that it would be fine. I then reached back out till my home warranty provider because that tech did not seem to be knowledgeable or competent and I was told that they could send out another technician but it is their policy to send out another technician from the same company. After about a week and a half of back and forth and rescheduling and then accidentally calling from Elite appliance repair to check on my refrigerator instead of my oven, I was sent another tech on February 19th who stated that the oven would function fine if I preheated for 15 to 20 minutes first because it is an older oven and that it is nowhere near temperature within the preheat time set on the oven and the older ovens start to do this over time. He was very careful not to use the word broken exactly because if he had then my home warranty would have been on the hook for contributing to my replacement oven. I am now having to cook the foods at ******************************************************************************************************** trying to work with IGS home warranty regarding this issue, I discovered that Elite appliance repair was paid for two trip charges and that was news to me because I thought when a vendor was called back within 30 days on the same issue that there was only one trip charge but when I questioned it they said no they deserve to get paid for both trip charges because they did not do anything wrong and they do need to bill for their time. This was never the case in the past.

  Business Response

  Date: 02/26/2025

  Good afternoon,
  
  Thank you for reaching out.  A manager from the Home Warranty team has been working with the customer on this situation prior to the complaint being filed. 
  
  The customer contacted us about her oven not heating as it should.  The contractor we sent to the home did not find a failed part on the unit and the customer was unhappy with the findings.  We told the customer we could ask for another ********** from the same company to go out and investigate.  Likewise, the second ********** did not find any failure with the oven.  When a contractor is sent to a home, there is a charge to do so, and that fee is deducted from the applicable protection limit. Also, the IGS Home Warranty protection plan is designed to pay for protected repairs, not replacement of items.  In this situation, there were no failed parts found.  We did however offer to send a different company out as a second opinion, but the customer declined. 
  
  Although the customer has now cancelled her ********************** with us, we are still willing to send a different company out to investigate the oven, and we will waive the trip charge for the second opinion as a courtesy.  
  
  If the customer is willing for us to send another company out, please let us know so we can get that arranged.
  
  Thank you,
  IGS Home Warranty
  

  Customer Answer

  Date: 02/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22989814
  
  I am rejecting this response because: I now have to cook foods at 100 hotter than what's listed on the package just to get them cooked through so my oven is still broken and continuing to deduct trip charges for additional people to come out and look at the oven is just resulting in my oven limit for the year being depleted because IF the next technician found something wrong with my oven instead of getting $400 towards a replacement oven I would only get $214 because so much of the limit has already supposedly been used through trip charges for techs that refuse to admit that something is wrong with my oven which clearly there is something wrong with my oven. There should not have been a second trip charge for elite appliance repair because that was a recall on the same issue within 30 days and that technician was very careful not to exactly state that something was wrong with my oven but he knows that there's something wrong with my oven in his heart. It's just that you guys don't want to pay towards my oven being replaced so your technicians keep saying nothing is wrong with my oven and just to preheat it longer or cook things longer in it.
  
  Regards,
  
  ******** ********

  Business Response

  Date: 03/03/2025

  As noted in the previous response, any time a contractor is dispatched, their fee to go to the home is deducted from the applicable limit of protection.  Although the customer believes there should not be another dispatching fee within 30 days, that simply is not the case. Also, as addressed in the response previously, we do not pay to replace units. Our protection is for repairs only.  

  We are willing to dispatch a different company to provide a second estimate with their trip charge being waived as a courtesy.  Unless we are able to do so, the findings from the original contractor still stand; no failed part has been found on the 29-year-old oven.  

  -IGS Home Warranty

  Business Response

  Date: 03/03/2025

  As noted in the previous response, any time a contractor is dispatched, their fee to go to the home is deducted from the applicable limit of protection.  Although the customer believes there should not be another dispatching fee within 30 days, that simply is not the case. Also, as addressed in the response previously, we do not pay to replace units. Our protection is for repairs only.  
  We are willing to dispatch a different company to provide a second estimate with their trip charge being waived as a courtesy.  Unless we are able to do so, the findings from the original contractor still stand; no failed part has been found on the 29-year-old oven.  
  

  -IGS Home Warranty

  Customer Answer

  Date: 03/06/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22989814
  
  I am rejecting this response because: the second trip charge should have been communicated to myself the homeowner rather than offering it as a way for the company to make things right as a courtesy because I should have known that I was being charged for the additional trip in advance to the trip because I told *** that that company was incompetent. I am not going to have a second company dispatched just to tell me that I don't understand how ovens work and just to continue eating up the oven limit for the year. Obviously, *** does not stand behind the warranty coverage as it is written and because they refuse to actually honor the coverages that I have paid for when I have tried to operate within their rules and give their vendors a chance to make it right-that is why I have warned others that your company is a scam because I don't want them to waste their hard-earned dollars thinking that they have items covered through your home warranty that you're just going to refuse to pay for since your techs are taught to say that nothing is wrong even when something clearly is with the appliance. There is a reason that 80% of your customers are dissatisfied with your product and this is why. You should stand by the policy as I purchased it and not as you're twisting it to be right now. 
  
  Regards,
  
  ******** ********

  Business Response

  Date: 03/13/2025

  We have come to a resolution with the customer and consider this matter closed. 

  -IGS Home Warranty

  Customer Answer

  Date: 03/14/2025

  [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

  Date:02/18/2025

  Type:Product 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.

  "See below BBB transcribed verbal details of complaint "

  
  Back in 2020, IGS, formerly called ABC Home Warranty, came to my house to unclog a drain. Come to find out the garbage disposal was broken or messed up or whatnot. So they replaced it. When they replaced it, they installed it the wrong way. They didn't put the washer hose on the garbage disposal the way it was supposed to be so that it won't be clogged. So from that point on, I was getting clogged, clogged, clogged, clogged, clogged for all these years and not knowing where it was coming from. The only thing I wanted to know was where the problem was coming from. So, with that being said, they told me that I owed them more money if they needed to fix it. I had already been paying them $100 for a service call. That's how much they charge to come out to your house and fix stuff. So they give you money on your policy to use towards whatever needs to be fixed. Well, they said that I had exceeded a certain amount and anything other after that I would have to pay the difference Okay, so For the last couple of years I've been paying them they've been coming out here to stop a clog that they Did theirself by installing that garbage disposal the wrong way So when I got somebody else to look at it, they told me what it was I called them to let them know that these hoses is on the wrong way Well, first I told them that I had a clog. That's when they told me, you have to pay more money because we've been coming out there fixing this and fixing this, but really they wasn't because they couldn't fix it because the hose was the wrong way. Okay, so when I had somebody else look at it, they told me what the problem was. Then this is where it gets sketchy at. When I called them, they told me a time that they was gonna come. So when it got between 12 and two, When it got closer to 2 o 'clock, they still wasn't here, I called them and then the man told me, I'm sorry, I didn't even put you on the schedule. I forgot to put you on the schedule. That was strike number one. The second thing that they did, they told me that they had to come on that following Monday. This was on a Friday when they told me from 12 to 2. It was on a Thursday. It was supposed to be that next day on a Friday. Well, they didn't come. They said they forgot to put me on the schedule. Then when I finally talked to them again, they told me that they would be out here that Monday between 10 and 12. Well, they came early. They came at 8 o 'clock in the morning. They didn't call. They was just sitting in my driveway. I just happened to open up the door because my dog needed to go outside. And when I opened the door, I seen a van sitting out there. So I let him know what was going on. And, again, they didn't want to fix it. They didn't want to have nothing to do with it, okay? Even though I paid my $100 for them every single time that I had this problem, they never fixed the problem. They just unstopped the drain, which you should know that if the garbage disposal and the dishwasher is not connected the right way, you're going to keep on having a clog because the food can't get down the drain like it's supposed to, which kept causing it to clog up. They knew this, I didn't. That was their way of keeping people coming, okay? So when I talked to the lady about it, she told me there was nothing she can do about it. She couldn't give me my $100 that I just paid her for them to come out. They couldn't help me in no kind of way. So that's the reason why I'm filing this complaint, because my experience with them, the money that I done lost over the years and them being negligent on their plumbing people. Is there anything else that I'm supposed to say or need to do to push a button or anything?

  
  I left out a very important detail about the company that I'm talking about. So when the plumber guy came back that Monday morning at 8 o 'clock in the morning, he didn't call or say anything that they were coming that early. He was supposed to have been there between 10 and 12. Well, anyway, I went ahead and I let him in to see if he could fix the problem with the garbage disposal and the dishwasher hose. That man told me that the government told them to start doing it like that. I don't believe the government told them no such thing, and I didn't want to leave that part out. To me, that's a very important part. My case number is 229-55269. This is part two of the first part that I told you guys about earlier this morning. And if you need to give me a call back, please feel free to do so at ************. Thank you and have a blessed, wonderful day.

  Business Response

  Date: 02/19/2025

  Please move to IGS home warranty.

  Customer Answer

  Date: 02/26/2025

  
  ******* ******** <************************************>
  Mon, Feb 24, 4:18 PM (2 days ago)
  to Trezon
  
  Igs called me and left a number to call directly and the number said out of service..SMH

  Business Response

  Date: 02/26/2025

  Good afternoon,

  A supervisor from Home Warranty called the customer three times to discuss the complaint.  Once 2/24, again the next morning on 2/25, and then again, this morning.  We see where the customer has called the supervisor twice today, but he has been in meetings and will be calling her back this afternoon.  He can be reached directly at ************.

  Thank you,

  IGS Home Warranty

   

  Customer Answer

  Date: 02/27/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22955269
  
  I am rejecting this response because: 
  
  Regards, I need my money back from the business from 2020 til 2025. Thank you 
  
  ****** ********

  Business Response

  Date: 02/27/2025

  The customer called the supervisor directly several times yesterday and each time he tried calling her back, it went to voicemail.  The customer called today and cancelled her account.  We need the customer to speak with the supervisor so we can try to find a resolution.  The supervisor will reach back out to the customer tomorrow. 

  Business Response

  Date: 02/28/2025

  The customer called the supervisor directly several times yesterday and each time he tried calling her back, it went to voicemail.  The customer called today and cancelled her account.  We need the customer to speak with the supervisor so we can try to find a resolution.  The supervisor will reach back out to the customer tomorrow. 

  Customer Answer

  Date: 02/28/2025

  I spoke with the supervisor today 2/28/2025,about the situation and I'm sending him the cost. Thank you. 

  Business Response

  Date: 02/28/2025

  We are unable to refund the customer as the ********************** plan is protecting multiple items, and we have paid out service requests for other items during the period she is requesting.  The supervisor spoke with the customer today, 2/28, to gather details about the contractor she hired and the cost she paid out for the garbage disposal.  He asked that she send the information to him, including the invoice, via email, so we can determine where we can assist.  
  

  At this time, we are waiting on that information.
  

  -IGS Home Warranty

  Customer Answer

  Date: 03/03/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22955269
  
  I am rejecting this response because: I spoke with the supervisor today 2/28/2025,about the situation and I'm sending him the cost. Thank you. 
  
  Regards,
  
  ****** ********

  Business Response

  Date: 03/03/2025

  We are unable to refund the customer as the ********************** plan is protecting multiple items, and we have paid out service requests for other items during the period she is requesting.  The supervisor spoke with the customer today, 2/28, to gather details about the contractor she hired and the cost she paid out for the garbage disposal.  He asked that she send the information to him, including the invoice, via email, so we can determine where we can assist.  
  
  At this time, we are waiting on that information.
  
  -IGS Home Warranty

  Customer Answer

  Date: 03/05/2025

  
  ******* ******** <************************************>
  Mon, Mar 3, 1:20 PM (2 days ago)
  to Better
  
  I sent in the receipt to ***** and the fact that I paid them all those years for nothing they never fixed the problem, they made like I was the problem.

  Customer Answer

  Date: 03/07/2025

  [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,
  
  ****** ********

  Customer Answer

  Date: 03/07/2025

  I haven't heard back from the business yet they're still looking over payments 

  Customer Answer

  Date: 03/10/2025

  
  
  I'm still waiting on the confirmation letter from the business manager.

  Business Response

  Date: 03/12/2025

  We have come to a resolution with the customer. 

  -**********************

• Initial Complaint

  Date:01/04/2025

  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 discovered that the pilot was off, on my hot water tank. This water heater was installed on 3/9/2024. The hot water tank was replaced through my IGS Home warranty program. I still had to pay $450 out of pocket, because they installed it on a weekend. I called IGS to inform them, that there was a problem with my hot water heater. They said that, they would send someone out. The service technician arrived, and diagnosed the that the electronic component of the water heater was fried. He said that the next steps would be to get approval from *** for approval for the replacement parts. After the approval is obtained, they would set up an appointment for the repair. Around 4pm this afternoon, i received an email and voicemail from ***, stating that we did not have any remaining coverage on the water tank, and that any repairs would be at our own expense. How could we not be covered, for a hot water tank, that their company contracted to install ? The hot water tank itself has a 6 year warranty. Plus IGS contracted the with the installer to replace my hot water tank. They said that we exhausted funds for the hot water tank in march, when the new tank was installed. Clearly there was a part that became defective within the warranty period. Clearly this companies purpose is to collect the monthly premium's, and not about honoring their service, or helping their clients. How does it sound , for a customer to have to pay out of pocket, for a product that was replaced, less than a year ago, in addition to having a 6 year warranty . I would also warn potential customers. If youre looking for peace of mind in a home warranty company, keep looking! I would like a refund of the $450, that I intially paid for the install. I also would like the repairs, labor and parts covered by ***. They should should stand by their repairs, and take care of their customers

  Business Response

  Date: 01/06/2025

  Please move to the home warranty profile.

   

  Thanks

  Customer Answer

  Date: 01/06/2025

  During my initial call with IGS, I was told that I would be covered for the claim. Today when I called, they said that the person answering the phones, didnt have access to clients account information. It wasnt until after the service technician had already completed a diagnosis, that I read an email stating that I wasnt covered. Leaving an email and voicemail, does  not constitute authorization or approval. If i was going to charged out pocket, approval should have been obtained, prior the sending any one. If I am paying out of pocket. I as the consumer, gets to choose whats best and economical for me. I did not authorize or agree to pay the over $200 dollar service fee, the company wants to bill me, and I shouldnt have to pay it.

  Business Response

  Date: 01/08/2025

  Hello,

  On March 9, 2024,  *** provided approval for the customers water heater to be replaced as the failure was within the scope of the Service Agreement. As the replacement exceeded the protection limit, the customer paid the remaining cost directly to the contractor.  *********** Agreement provides a limited repair warranty for defects in materials and workmanship for 90 calendar days from the date of repair (please see attached).  The customer can find this on page 2 of the Service Agreement. On January 4, 2025,the customer contacted *** after-hours and a contractor was dispatched. Protection limits apply over a rolling 12-month period. The customer has no remaining ********************** limit left on the water heater as it was exhausted by the replacement and it is past the 90-day limited repair warranty.  In that conversation, the agent tells the customer you may be billed directly for any services or repairs that are not protected by your protection plan. Per the contractor dispatched to the home in January, the water heater has a manufacturers warranty. The customer can use a licensed contractor of his choosing to go through the manufacturer to replace the failed parts that were identified.  Although no remaining protection limit is left, IGS is paying for the investigation for the contractor we recently dispatched as a courtesy.  IGS left a voicemail for the customer to advise of this, and that he will be responsible for additional repair costs incurred.  
  

  We are unable to refund the out-of-pocket expense from the tank replacement in March 2024. 
  

  Please let us know if we can be of further assistance.
  

  Thank you,
  
  IGS Home Warranty

  Customer Answer

  Date: 01/09/2025

  [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

  Date:09/26/2024

  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 purchased this wire repair warrenty to protect from major repair prices. Our house was built in 1948. The salesman told me it would cover any wiring issues. I have a short or something in my system, maybe due tp a water getting intp the wiring. they now say that is not covered because it is not a wear and tear issue. to me that doesn't hold up to what the salemen said to get me to buy the program.

  Business Response

  Date: 09/27/2024

  This complaint should be sent to Home Warranty.

   

  Business Response

  Date: 10/01/2024

  Good afternoon,

  A supervisor reached out to the customer and explained why the issue was not protected under the Service Agreement.  We can only protect failures due to normal wear and tear.  Customer agreed the complaint has been resolved.

  Sincerely,

  IGS Home Warranty

  Customer Answer

  Date: 10/03/2024

  [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.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:04/21/2024

  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.

  01/01 2022 i cancelled the account. i stopped receiving emails, i stopped receiving mail with billing and services provided. the billing was for: IGS ENERGY TYPE: HOME SVCS CO: IGS ENERGY ACH ECC TEL ACH Trace 9 Utilities-$70.04 I received a letter stating i should renew my contract. that is when i looked into my bank account and saw they never stopped the payments of $70.04 for a year. i went on the site and tried to log in. the site says i am not a customer and the email address i put in is in error. so if there is not account why have they continued taking my money out of my bank automatically. I am 80 years old and i set up my payments incase i am in the hospital and my bills are paid automatically. i never notice the transaction above which is a copy and past out of my bank account. My old Igs account number was: ACCOUNT: ******** Please have them refund my bank account. I do not have the exact date i cancelled, but they should have the date. it has been about a year ago. The letter attached is what alerted me to look at my bank account. and please notice the letter attached doesn't have my account number nor my email address that was always on the mail or email they would send me.

  Business Response

  Date: 04/22/2024

  Please send this complaint to IGS home warranty.

   

  Business Response

  Date: 04/26/2024

  Good morning,
  
  Thank you for reaching out. The customer contacted our customer service and cancelled his account on 4/23/2024. We attempted to locate an email since the customer stated that they submitted a cancellation request online. We were not able to locate an email from the customer. If the customer can submit proof that he cancelled in January 2022 we will be happy to review.
  
  Sincerely,
  
  IGS Home Warranty

• Initial Complaint

  Date:03/26/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:02/26/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/10/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:11/08/2023

  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.

  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

  Date: 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

  Date:09/08/2023

  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 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

  Date: 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 Answer

  Date: 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,
  
  **** *******