ComplaintsforThe Manchester Group, LLC

• Initial Complaint

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** ********* ***** **** *** ***** ***: Water line got repaired - It was March it rained a couple days pretty good continuously. I went down stairs and the basement had water in it. **** ****** came out and said they couldn't really find anything. He didn't go far enough - two weeks later it rained again constantly. There was water comin up. I called **** ****** again and they said when they come out again they are going to have to bring a camera. They said they would have to go out father. There was a root that grew into the line. They showed me on the camera. Every time it rains I was gonna have water in the basement. I asked them what can I do? Can they fix it? They said they would have to dig up part of the yard. They came in a week later, fixed it and replaced it. They left it all open so i could see what they repaired. I called IGS when it happened and told them what I was going to do. It was a Saturday or Sunday IGS told me they wouldn't take care of anything like this. They said its not on the contract. She sent me one out - I called a week later and who I was suppose to talk to they keep giving me a different story every time. I want them to help me pay for the repairs that are accumulated

  Business response

  11/23/2021

  This should go to IGS Home Warranty

  Tell us why here...

  Customer response

  12/06/2021

  *** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** ***********  ********** ********
  
  I am rejecting this response because: The first action that I took was to call someone to get the water removed from my basement which is a ytotally finished area and I wanted to save as much as I possibly could before I lost everything.   According to the representative who sold me the plan,  ******** *****, stated  IGS should have sent someone to reveiw the problem  after I contacted them regarding the flooding issue. He never told me I needed to call IGS regarding flooding in my basement for water removal. I have been paying for this coverage since June of 2020 and at this particular time Columbus was experiencing an unusual amount of rain.  Why are they trying to deny me on a technicality regarding who I called first. 

  
  
  ******** ****** ***********

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called *** utility shield for an outside sewer line repair. After waiting until the next day, so I wasn't charged overtime fees out of my pocket and not having usgae of my bathrooms, I was told the next morning their contractor would be out (by this time I have had 2 of my own from previous experiences with utility shield) no call or anything from their contractor all day. Called today 11-12-21 and was told oh sorry their camera was down we will go with your contractor have them call us, my contractor called to hear oh we may or may not cover it, flip a coin and we will see, then to hear well our contractor still has to come out. So the 2 cameras that have been run thru myines aren't good enough, now they want me to pull my toilet again, take more time off work and allow their contractor to come out and do the same thing that has been done both days prior. And to still say we aren't sure if it will be covered because a separation in the line isn't an actual break. We'll a separation in Clay sewer lines um is technically a break. But not to then. This has been nothing but a headache from them, in 5 years of having them they have fixed one gas leak and that took 3 of their contractors to complete correctly. Finally fed up enough to cancel the service. Have paid more out of pocket to get my own issues fixed than they have ever done for me. So can you please tell me where my 2,160 over 5 years has gone.

  Business response

  11/16/2021

  Thank you for reaching out.

  A supervisor is working directly with the customer regarding this matter.  

  Thank you,

  The Manchester Group

• Initial Complaint

  11/09/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  As Power of Attorney, I am filing this complaint on behalf of my Mother. On April 29, 2021, an agent with the Manchester Group (IGS) came into my Mother's home while I was not there. My Mother is 91 years old, vision and hearing impaired. The agent set her up with a dummy, non-working email account, stated on the contract that she has a mobile phone (she does not), and convinced her to provide her banking information via an Ipad which she signed. When my Mother overdrew her checking account I discovered this company was automatically withdrawing $19.95 every month for water and sewer line protection. I believe this company committed fraud by stating on the contract my Mother has an email account and a mobile phone. I also believe this company makes a practice of preying on the elderly. I contacted the customer service department of Manchester Group, IGS, and requested this contract be voided and to stop appropriating funds out of my Mother's checking account. To date, I have not heard back. Thank you

  Business response

  11/12/2021

  Thank you for contacting us regarding this matter.
  
  We cancelled the account and refunded the payments back to the bank account.  A supervisor will contact you regarding the delay in response from us and the enrollment interaction. 
  
  Please let us know if you have further questions or concerns. 
  
  Thank you,
  
  The Manchester Group

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for igs energy home warranty plan in 2008 I added two polices. In 2014 an address I had covered was removed from the plan without my knowledge. I was not aware of the address being removed until 2021 when a igs energy agent came to my home to update the home warranty. It was also brought to my attention that there was an additional address added to my policy. I did not add nor do I own or occupy the added address. I have been paying approx $39.99 a month for the address since 2008. igs energy removed the address, but failed to refund me my money. igs energy has giving me no satisfaction. I recently had an issue with a furnace at my main residence and igs energy refused to come out and service the issue until I paid $100. I do not understand why I have to pay that amount when I been paying for the service and they have been charging me extra for a address without my knowledge. This is absolutely ludicrous and companies should not be allowed to conduct business this way.

  Business response

  10/18/2021

  This complaint should be directed to IGS home warranty profile.

  Business response

  10/22/2021

  Thank you for contacting us.
  
  We do not see any enrollments from 2008, but we do see where *** *** ** ** *** *** ***** ** ** were both enrolled 9/22/2014.  According to our records, both accounts were cancelled by the accountholder, ********** **********, on 11/24/2014.  The address, 5** *** **, was re-enrolled 6/2/21.  On 6/29/21, ********** confirmed with us that *** ***** ** ** is a home owned by her, but her children live there.  We were contacted 7/12/21 by ***** ********** asking if their ventless heater would be protected in which we advised it would not be protected. The plan only protects a standard whole-home natural gas, electric, or propane powered central forced-air heating unit.
  
  The customer is paying $39.95 per month and has only has been paying this amount since 6/2/21.  The protection plan does have an administration charge that is due in order to submit a service request, and this is outlined on the customer’s Schedule Page which was delivered via email. 
  
  If we can be of further assistance, please let us know.
  
  Thank you,
  
  The Manchester Group

  Customer response

  10/25/2021

  ***** * ***** *********************** ***** **** *** *** **** ** **** ** ******** ********* ******** *** ***************************************
  To whom it may concern—
  
  My name is ***** *********** Attached is two invoices that I had to pay out of pocket.
  

  
  

  Business response

  11/05/2021

  The billing details the customer provided were for electric and gas commodities, not for the home warranty charges.  The cost for home warranty is automatically charged monthly to a credit card the customer provided.  The customer can see the payments made to The Manchester Group by reviewing their credit card or bank statement. 
  
  Please let us know if we can be of further assistance in this matter.
  
  Thank you,
  
  The Manchester Group

• Initial Complaint

  10/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 29th, 2021, I called the IGS Home Warranty Repair to have my furnace check on after receiving a call from my tenant. IGS sent a company out to check on the furnace but the tenant did not answer the door because she had been up that morning at 4am taking her daughter to the hospital. I know because I drove her. When I called later that afternoon to reschedule the appointment IGS told me that my plan had changed and they no longer covered rental properties. So they cancelled my warranty and refunded me this month's payment. On October 14th I received a call from a ******* ***** who claimed he was with IGS and he wanted to discuss some new products with me. IGS claims that my other rentals are covered but not the one at 2228 Indiana Way N.E.. It seems to me that the IGS home warranty is trying to run a scam in that if they feel a huge repair is about to take place they do not want to cover the cost?

  Business response

  10/18/2021

  This complaint should be sent to IGS home warranty.

  Business response

  10/22/2021

  Thank you for contacting us regarding this concern.
  
  In order to continue providing the best quality service and protection, we rolled out a new product suite and are moving customers over to our new products in phases.  The warranty in question rolled over to the new plan and pricing at the end of August.  However,  we mailed a letter prior to the changes explaining what would occur, along with the new Service Agreement.  Our new Service Agreement does not protect rental properties.  Unfortunately, we were unaware this was a rental property until the customer filed a service request.  We explained to the customer over the phone this rental property was no longer eligible because it was on our new Service Agreement.  We refunded the September payment as that was first month the customer paid under the new Agreement.
  
  As addressed in the attachment the customer provided, the other rental properties she has enrolled with our company have not been moved over to the new plan yet.  A letter will be mailed to the customer for each additional property explaining the upcoming changes at least 30 days prior to the changes occurring.  
  
  
  We can only pay for service requests that are within the scope of our Service Agreement, and unfortunately, we can’t protect rental properties on our new Agreement.  Therefore we can’t pay for a service request on a property that is not eligible. 
  
  Please let us know if there are further questions or concerns.
  
  Thank you,
  
  The Manchester Group
  
  The Manchester Group

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