ComplaintsforSilverBack Home Warranty, LLC

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the 1 year home warranty from them when we purchased the house. We had many issues in the beggining that they told us they would not fix to start out with because it was pre exsisting even though it wasnt in the home inspection we did. That was the beggining of the problems. We then had our fridge ice maker go out. We again called made a claim, paid the service fee and had the techs come out to look. The first problem with this is the companies they use to do the service. I kept trying to make an appointment with them to come over and the first three meetings we set up the tech didnt show up during the 4 hour window. I kept having to reschedule and take time off work but they kept running late. We finally got them to the house he determined that it was in fact broken and order the part. He then had to get the part and we had to schedule a time again to get it fixed and the same thing happened where they didnt respect my time and would not show up in the determined time. After that was fixed the ice maker worked for a couple months but the freezer went out. We had to pay the service fee again and they sent out the techs once again and he was able to determine the compresser went out. The tech mentioned that it was probably something to do with the change of the ice maker. He sent in the info to the warranty and they came back saying we needed to pay $1200 out of our own pocket to get it fixed or they would give us $500 towards a new fridge, which is a laugh in the face to how much the fridge is. As we tried to find a fridge the Fridge went out as well and the ice maker stopped working. I called to get them to send someone out to fix it and had to talk with the manager. It is the same problem that we have been trying to fix but they wanted me to pay the service fee again to send out the tech. This is after I talked to him and the manager Tom said "We will take care of the service fee and get someone out there." But i had to pay still.

  Business response

  12/04/2023

  We were able to dig into this claim with ****, discuss the contractors part in the issues he experienced and came to a cash in lieu option that fell within the options available in the service contract to our mutual satisfaction. We also received valuable feedback from **** to help improve some of our processes.

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A Silverback Home Warranty was purchased for my home by my realtor. After reading what they cover (hardly anything if anything at all) I chose to cancel the policy. Most home warranties offer a free cancellation policy within 30 days of purchase of the warranty. *******, the Silverback representative told me I would only receive $309.38 back. BUYER BEWARE! I wasn't able to select my home warranty, but I have sent a request to my realtor asking that he do better research for his clients in the future. I am extremely dissatisfied with this company and I am cancelling anyway, although, I will receive only half of my money back because I doubt that if I filed a claim they would approve it and give me compensation. There are a lot better companies out there. Please do your research and avoid this one!

  Business response

  02/10/2023

  We are sorry you didn't get an opportunity to use our product and our amazing network of contractors. We would be happy to send another $50 and do not want to cause you added stress.

  Customer response

  02/10/2023

   
  Complaint: 19327707
  
  I am rejecting this response because: $359 out of $600 is not adequate. I think the $150 administration fee is quite enough, but I will accept the deduction for the admin fee and one months worth of coverage. I will not accept anything less. It is not right to only refund 75% of the remaining funds.
  
  Sincerely,
  
  *************************

  Business response

  02/14/2023

  Very well. We rarely have customers cancel and we have adopted similar practices found in our industry and have had little to no issues, but apologize for your frustration. We will take this into consideration as we continually update and improve our service contract. We will just deduct the $150 from the amount received.

  Customer response

  02/14/2023

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

• Initial Complaint

  08/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a home warranty purchased by my real estate agent for a home I purchased 10/20/2020. Per their contracted HVAC company my compressor went out on my home AC unit. I was quoted a price that seemed unreasonably high with their chosen contractor and their warranty payout included, for a total of $4100. Their contract contains a cash-in-lieu portion and I shopped for replacement and repairs with other contractors and found one recommended by friends to have a new unit installed for $2250. Silverback Home Warranty would not honor any warranty or pay anything toward repairs. I paid the entire bill for the repairs.

  Business response

  08/04/2021

  We apologize that you did not have the best experience as that is our intent.  We want our customers to have more options and ability to save money by offering the use your own contractor option, but we have a process that must be followed for your safety, protection of your home and occupants as well as our company.  We cannot under any circumstance have someone work on, replace or fix any unit without being licensed and insured.  We are sure you can understand why that requirement exists.  After sending out one of our contractors, you wanted to try another option and over email we provided the detailed instructions of how we would review a contractors eligibility to do the work.  See attached email that was sent on July 1st 2021.  We did not receive a reply to that email nor a follow up other than you asking for a reimbursement of your $60 service fee since you did not choose to use our contractor, to which we reimbursed you that amount.  We apologize that we did not meet your expectations and wished we could have done more.

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