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 9052 Dublin, OH 43017-0952

  
• 

  The Manchester Group, LLC

  PO Box 8003 Dublin, OH 43016-2003

  

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:06/27/2023

  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'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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:04/21/2023

  Type:Delivery 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.

  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

  Date: 04/24/2023

  please move complaint to IGS home warranty.

   

  Business Response

  Date: 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 Answer

  Date: 05/09/2023

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

• Initial Complaint

  Date:04/19/2023

  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 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

  Date: 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

  Date:04/13/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 05/08/2023

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

• Initial Complaint

  Date:02/03/2023

  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 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

  Date: 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 Answer

  Date: 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
  
  If your email program does not support HTML copy and paste the link below into your browser
  
  ********************************************************************************************************
  This is a post-only mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us at (614)486-6336.
  
  BBB of Central Ohio, Inc. (Columbus, OH) 1169 Dublin Road Columbus, OH 43215-1005 Phone: (614)486-6336 Fax: (614)486-6631 Email: [email protected] Web: www.columbus-ohbbb.org
  Please be sure to monitor your spam/junk/promotional folders for any future communications from BBB.
  
  BBB
  BBB PROVIDES A SERVICE THAT MARKETS TRUST IN YOUR BUSINESS & BRAND
  Don't wish to be contacted by BBB? Click here to unsubscribe.
  This message and all attachments sent by BBB is a private communication, and it may contain confidential and/or privileged information. Any disclosure, copying distribution or use of the information contained in or attached to this message is strictly prohibited. If you have received this message by mistake, please notify the sender by reply email and then delete the message from your system without printing, copying or forwarding it. Thank you.
  

• Initial Complaint

  Date:10/07/2022

  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.

  Igs home warranty didn't pay full amount towards sewer repair. I had to have two companies come our due to the first one not fixing the issue. They repaired a part of the sewer line that wasn't broke. I complained about the first company since the first day. Still igs Insisted on me using them. Had to have second company come out and fix that part of sewer line and another part that I wasn't aware of when fist company came out because they never camera the line to make sure they were repairing the correct part of the line. They paid the first company regardless of not doing job they were hired to do. So they are telling me that because they paid him they won't cover me for what the second company had to come fix that the first company didn't

  Business Response

  Date: 10/13/2022

  Thank you for contacting us regarding this complaint.
  
  The city was out to camera the sewer line and found the line was broken.  They marked where the break was located on the video.  The contractor IGS Home Warranty hired to perform the repairs used the footage from the city and repaired the pipe where the city stated it was broken.  After the repair was made it was found there were other breaks in the sewer line.  IGS Home Warranty paid the first contractor $2,120.00 for the repair.  Another $1,880.00 was reimbursed to the customer for additional outside sewer repairs.  The customer’s protection limit has been exhausted for outside sewer line.  On the inside sewer protection, a total of $2,000.00 was paid by IGS Home Warranty.  Of that amount, $250.00 was paid to a second contractor IGS Home Warranty sent out and an additional $1,750.00 was reimbursed to the customer for repairs.  The inside sewer line protection limit has been exhausted as well.
  
  
  Unfortunately, after the initial break was repaired, additional breaks were found and IGS Home Warranty paid up to the protection limit for both the inside and outside sewer line.  There is no remaining protection limit available to put towards the expense the customer incurred that exceeded our protection limit.
  
  Please let us know if you have any further questions regarding the matter.
  
  Thank you,
  IGS Home Warranty

  Customer Answer

  Date: 10/18/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18184084
  
  I am rejecting this response because: the break was never fixed. The first contractor missed the marked area by 2-3 feet. So he fixed a part of the line that was never broke. And he would have  known that if he would have cameraed the line to make sure he was in the right spot of the break
  
  Regards,
  
  ****** *******

  Business Response

  Date: 10/21/2022

  We understand the concern.  The contractor repaired the spot that was marked by the city and it was unfortunate more of the sewer line was in need of repair.  We did pay out the maximum limit of protection for the outside sewer line, but as a courtesy, we will reimburse the customer the original repair cost of $2,120.00.  We will email a document directly to the customer that needs signed and returned to us in order to release a check.  Other than the dollar amount listed above, no additional funds can be refunded to the customer for this claim.
  
  Thank you

  IGS Home Warranty

• Initial Complaint

  Date:08/10/2022

  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.

  They were billing me 9.95 a month since jan 2022 , a total of 79.60 for what I did not know. i did not sign up or agree or approved a monthly insurance charge. I not even sure how they have my account information. i have filed a fraudulent complaint with my bank. They stated it was for insurance - i would not have agreed to have a subscription type auto withdrawl from my account. i cancel them immediately. which I never agreed/approved to. It was $9.95 a month for something I had no idea why, a company should not be allowed to bill people without them agreeing, approving something

  Business Response

  Date: 08/12/2022

  We have located the recorded enrollment phone call from the customer which occurred on 1/7/22 at 3:42PM.  A supervisor left a message for ****** this afternoon and provided her direct number for a return call. 
  
  Thank you,
  IGS Home Warranty

• Initial Complaint

  Date:07/28/2022

  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 called in a service request for my AC on 7/22/22. IGS sent Quality Air to access my a/c on 7/25. I had 2 other contractors come out independently to access my AC. All 3 indicated that due to the age of the AC(1987) that repair was not feasible, parts were not available. On 7/26 a sales rep from Quality called me directly to provide me a quote on a new AC unit also reiterating that it was documented by the technician as not repairable. He quoted me for replacement. I had 2 contractors that I independently had come out provide quotes as well. Out of the 3, one of my contractors came in at the lowest price for replacement. I called IGS on 7/28 regarding a reimbursement credit due to repair not being viable. My policy limit for AC is $2K. Quality Air had not updated or provided any documentation to IGS. I requested IGS to reach out to Quality Air to get this. I let the IGS rep know that I had scheduled replacement for this upcoming Saturday 7/30 & did not want to have an issue getting reimbursement under my warranty contract for the policy coverage amount. I spoke to a different representative a short time later (Regina). I was told that I would not receive the full $2K under my policy minus the service fee but would only receive $889 as a repair credit. A repair credit? My unit cannot be repaired. The repair in this case is the replacement of my 1987 a/c unit with a new unit. I am not expecting $4700 which is the full replacement cost. I do expect that since it can't be repaired that I receive the full credit minus the tech fee. I spoke to ****** (supervisor) around 4pm on 7/28 & we had about 20 min of back/forth over this. She stated that the repair cost is based on what parts would be on a current machine (mine is not current) & that the $2K is actually meant to be split between the furnance & AC. The service agreement does not state that. She said exceptions can't be made.

  Business Response

  Date: 08/02/2022

  Thank you for contacting us.
  
  Our protection plan is designed to pay for protected repairs that fail due to normal wear and tear.  The Heating and Cooling protection has a combined maximum protection limit of $2000.00 as listed in our Service Agreement.  You may view the maximum limits of protection on page 4 of the attachment the customer has provided.  On page 2 of the same attachment, under “If We Authorize A Repair”, our Service Agreement discusses how repair credits are handled.  This section states, “if a repair is not practical because an essential part is unavailable, or if you choose to replace the item rather than repair repairable item, then we will provide you with credit or payment equal to either the average cost to us of a similar repair as if the repair had been performed, or the fair market value of the protected item, whichever is less, to be applied toward the replacement of item, after you deliver to us your receipt for your actual cost paid for the replacement.” 
  
  We offered the customer a repair credit of $889.00 to go towards the replacement of the central air conditioning unit.  We understand the customer wants to move forward with the most cost-effective replacement quote from a licensed contractor the customer contacted, however, we can only apply the repair credit to be reimbursed once repairs are completed.
  
  An email was sent to the customer outlining what is needed for the repair credit to be reimbursed once the unit has been replaced.
  
  Please let us know if you have further questions.
  
  Thank you,
  IGS Home Warranty

  Customer Answer

  Date: 08/05/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17639266
  
  I am rejecting this response because: The repair in this case is a replacement.  Being such, a customer should not receive a reduced amount based upon a repair with parts that cannot be feasibly made.  It's not a choice to replace vs. repair.  The replacement was required.  A warranty by definition is a guarantee that if a product cannot be repaired, that it will be replaced.  If you are going to choose to undercut your customers by only offering a reduced amount when replacement is required then don't market this as a warranty program.  It should be called a repair program and any mention of replacement should be removed from your materials.  You should very clearly state that the customer will only receive funds towards repairs and not the full available coverage should replacement be required.  By calling yourself a warranty program you are misleading in your advertising and services.  I'm clearly not the only customer who's taken issue with this since you've received a number of complaints that have been filed with the BBB.  Perhaps these customers, including myself, would get further if the complaints were filed with the Ohio Attorney General's Office. 

  I have received the reimbursement form and submitted my receipts through your portal.  I've noted that I'm still in dispute of the amount being offered.  

  
  Regards,
  
  **** * ******

  Business Response

  Date: 08/17/2022

  We apologize for the body of the email.  The wrong wording was inserted in the email body.  That particular wording is reserved for customers who do not get prior authorization to move forward with their own contactor.  You attached the One-Time Waiver which is document we go by.  We will make sure we use the appropriate wording in the email body moving forward.
  
  Regarding your refrigerator reimbursement, you did not receive a One-Time Waiver to sign as it does not need installed by a licensed contractor.
  
  Once we receive your signed One-Time Waiver, we will issue a check in the amount of $889.00.
  

  Customer Answer

  Date: 08/24/2022

  [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'm only accepting this response as it's clear that this company has no intention of making the right choice in favor of the customer and I'm exhausted by their canned responses.  I've signed your docusign for the reimbursement in the amount you're willing to offer although I still dispute your tactics.  It seems that you will hold the funds hostage unless I sign and am willing to close this complaint.  Please understand that this does not mean that I won't submit negative reviews of your company.  I will also refer all of my real estate clients to other home warranty companies moving forward. 

  
  Regards,
  
  **** * ******

• Initial Complaint

  Date:06/17/2022

  Type:Customer Service 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 AC Unit went out a week ago. I contact them on Friday June 10th, they sent someone out on the 12th to assess the issues. it is now the 17th, and i nothing has been fixed. i have had 5/6 different contractors outt o my house and each time no one ever seems to know why they are there. everytime call the company i get the run around; stating well this company said this and that company says that, and so on so on. i spoke to Alexis who is the manager and she "promised" that this will be rectified, yet a week later NOTHING. i have a elderly mother and my in home temp is reading over 100 degrees. i need help ASAP and i dont think its fair that we are paying money to this company every month yet this is how we are being treated . piss poor company

  Business Response

  Date: 06/21/2022

  Thank you for contacting us regarding this complaint.  There has been multiple contractors sent to the home as the customer filed three service requests with us for the gas line, air conditioner and water heater.  Specifically for the air conditioner request, we have dispatched three different HVAC companies. 
  
  The customer’s first call to us was on 6/11/22, reporting the gas company was out the day before and shut the gas off due to a gas leak at the furnace.  We sent a contractor to the home to investigate and on 6/12/22 we approved a gas line repair.  The customer called us on 6/13/22 reporting the AC unit was not operating.  We submitted a new service request for the air conditioner and dispatched a contractor.  That same day, the HVAC contractor called with their findings as well as what needed repaired.  On 6/14/22, the contractor informed IGS Home Warranty they were not going to move forward with repairs at the home.  Because of this, we dispatched a different HVAC company.  Due a difference in opinion from the second company’s findings, both the customer and a member of IGS Home Warranty’s management team agreed on sending out a third HVAC contractor.  The third company went out on 6/15/22.  We gave approval to the third contractor to repair a blower motor and capacitor on 6/16/22.
  
  A member of our leadership team spoke with the customer regarding her concerns and explained we approved the repair, but once the repair was completed the contractor would have a better idea if more repairs were needed.  Once the repair was made on 6/17/22, the HVAC contractor found another failed part, and unfortunately, they were not able obtain the new part until Monday, 6/20/22.  We contacted the customer yesterday to make sure the repair was successful, to which she confirmed it was and she had air.  We also spoke with the contractor who confirmed the repair was complete.
  
  Our team was working thoroughly to get the customer’s unit diagnosed and to approve protected repairs.  We are glad to hear the unit has been repaired and air has been restored.   
  

• Initial Complaint

  Date:06/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/24/2022 called warranty regarding central air was not working. Service call happened 5/25 and the contractor stated the motherboard or module in furnace is worn out. This furnace is original furnace (52years). The parts are obsolete. In order to get our air conditioning to work the furnace will need to replaced. The core to replace is$2,000 per our warranty agreement. Warranty only wants to credit $200 toward purchase instead of $2000. We got a second opinion - another company come out on 6/1. They also said furnace needs to be replaced. Warranty company will not provide a valid explanation on why they only want to give $200 toward replacement. They still have not provided the part and tell us to it can not be found but yet will not give us the $2000 credit towards replacement. We have had this coverage for over 15 years dating back when they were Manchester Group and absorbed paying rate increases over the years. Unethical that they can not get part and or will not provide us with $2000 credit toward replacement. Our quotes run $3100 to $5,000 for replacement and all we ask is to be fair with replacement. Still no fix to issue. Instead their contractor provide us with new furnace quote not getting part.

  Business Response

  Date: 06/08/2022

  First, we would like to thank the customer for their many years of loyalty to the company—we appreciate you being our customer!
  
  Addressing the complaint received, it was found the failed part is obsolete making the unit unrepairable.  Following the customer’s Service Agreement, we would provide a repair credit towards the replacement of the unit.  This credit is based on the average cost to us of a similar repair as if the repair had been performed.  Attached is a section of the Service Agreement addressing this.  If viewing our full Service Agreement, you may find this section on page 2, under If We Authorize A Repair.
  
  On 6/3/22, a supervisor discussed with *****, ******s husband, that a repair credit was being provided because an actual repair was not possible.
  
  Please let us know if we can assist with any further questions.
  
  Thank you,
  IGS Home Warranty

  Customer Answer

  Date: 06/09/2022

  I am rejecting this response because: 
  In your agreement it says if we “chose “the wording is as if we chose a replacement. We chose to have it repaired and your contractor told us to replace the part but the part is Unavailable “ therefore the only option was to replace.

  So since this is “obsolete” the option can be to rebuild or provide a refurbished part. Per agreement and this option as of today is not available to us. The option to replace is because that is only option we are provided. If you reference  the contract then all options must be exercised. The call was made on 5/26 and contractor came on 5/27 and told us this.

  We pay a warranty for the security  to repair or replace. The repair has not been performed so we have no choice but to replace.

  As my husband James stated to the warranty manager “fix our unit so we can have air”. We have scheduled to have the furnace replaced with or without the warranty assistance, but others need to beware of how unethical they are to sale something to someone to pay for years and when a major repair can not be complete due to obsolete part they will not honor providing a credit to the customer for the replacement allowance $2,000. This company will  not have a resolution with us unless they honor that. 

  
  

  Regards,
  
  ***** ******

  Business Response

  Date: 06/13/2022

  The part is no longer available, therefore a repair cannot be performed.  The only option is to have the unit replaced.  The sentence from the Service Agreement you are referring to states, “If a repair is not practical because an essential part is unavailable, or if you choose to replace the item rather than repair repairable item, then we will provide you with credit or payment equal to either the average cost to us of a similar repair as if the repair had been performed, or the fair market value of the protected item, whichever is less, to be applied toward the replacement of item, after you deliver to us your receipt for your actual cost paid for the replacement.”
  
  We have provided a repair credit to go towards the replacement of the unit and it was based on the average cost to us of a similar repair as if the repair had been performed. Our Service Agreement is designed for repairs not replacement of items.  We also have protection limits assigned for each protected item and this limit is used for the diagnosis and repair of a protected item that fails due to normal wear and tear.  We are providing services based on our Agreement. 

  IGS Home Warranty

  
  

  Customer Answer

  Date: 06/13/2022

  I am rejecting this response because: 

  the terminology used is to avoid paying core toward replacement and as stated this is not resolved.

  $200 is not acceptable 

  52 year old furnace that is normal wear and tear. This is my last response relating to this matter. This can be closed as unresolved.

  
  
  Regards,
  
  ***** ******