ComplaintsforAcclaimed Home Warranty, LLC

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tuesday 10/1/24, I contacted acclaimed home warranty because my HVAC blower motor stopped working. I was told “Before we can do anything, we need to collect your $75.00 deductible”. I paid the deductible. Claim #******. I received an email stating my claim was assigned to a-us air conditioning of Texas. I called them and was told there was no one available until Thursday 10/3/24. I called acclaimed back and spoke to tron asking him for another vendor as I work on Thursday but can be available that evening or the next day, Wednesday. He said “This is the only vendor we have that will work in your area.” I could not believe it. I called a-us a/c the following day, Wednesday and was told “The tech will contact you this evening when he gets his schedule, after 6pm” I told them I could only meet after 4pm. She said she would make a note. Wednesday evening I did NOT receive a call but rather a text, at 7:13pm, saying “the tech will be arriving tomorrow between 10:30am and 12pm” I called the number telling him I could only do after 4pm. He said he would let me know Thursday. Thursday morning I messaged him and he replied “I think I will need to re schedule for Friday 10/04 after 4pm”. I decided that I would just take Friday off to have this resolved as I did not want to wait the entire weekend with no a/c. I messaged the tech and he agreed with 8am Friday morning. He came, confirmed the blower motor was bad and left. I was on the phone all day with acclaimed and a-us. At 5:20pm, jasmine (I believe was her name) from acclaimed told me “The tech said you have the wrong size motor for that unit and we will not be covering the claim.” It is Wednesday 10/9/24, my a/c is not fixed and acclaimed refused to send me ANY documentation of this ridiculous diagnosis. I have not received my $75.00 back nor have they sent another tech to confirm that the Carrier company, who has been in business since 1902, built the unit with the wrong motor. Acclaimed never intended on covering this.

  

  Business response

  10/10/2024

  Hello Mr. *********,
  
  First and foremost, we want to let you know how much we appreciate you as our customer. Our goal is to provide our customers with the best home warranty experience. In order for Acclaimed to maintain that experience for every customer we must stay within the guidelines of the given service contract. 
  
  Acclaimed has thoroughly reviewed your air conditioning claim and contract coverage. We understand your frustrations with the technicians availability. During the warmer months, our HVAC contractors are at their busiest, due to many air conditioning systems failing. With the high outside temperatures Acclaimed and the contractors understand all customer services need to be completed as quickly as possible. We apologize for the delay this may have caused for you. Per the contract, "AHW will not be responsible for any delay in providing repair or service."
  
  The technician's diagnosis states: The upflow unit in the closet it not cooling. The ECM blower motor failed and needs to be replaced. The return air grill is too small (30x14, 800CFM), the air handler is a 3 ton and requires at least 1200CFM. The short return air makes the blower motor fail as it suffocates the motor. The failure to the blower motor was caused by the short return air and is not considered normal wear and tear. The failure was not because the blower motor was too small as you stated, it was due to the blower motor being suffocated by the lack of air flow due to improper installation of the return air grill. This was caused by the company that installed the HVAC system, not Carrier themselves. The technician recommends to increase the return air and replace the blower motor to correct the issue. If you replace the blower motor without increasing the return air the same failure will happen again. 
  
  Per the contract, Acclaimed covers items which "have become inoperable or are malfunctioning as a result of normal usage in accordance with the manufacturer's specifications." as well as noting the contract does not cover repairs or replacement required as a result of improper installation or secondary damage that the improper installation caused. 
  
  Acclaimed is unable to provide a refund of the $75.00 service call fee as it is a required payment due to Acclaimed to utilize the service. Per the contract, "If a claim is denied the service fee shall not be refunded."
  
  State regulation requires Acclaimed Home Warranty to follow the guidelines of the contract with each service request placed to be equitable to all our customers. It is the official stance of Acclaimed that all procedures required in identifying the service have been followed. We apologize that we were unable to meet your expectations for this claim.

  Customer response

  10/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: I understand that you claim to value me as a customer but your failure to explain why 5 days later I would have to create a BBB complaint just to hear an explanation as to why you kept my money and did not honor the warranty, states otherwise. Also, if the unit, according to you, was installed incorrectly AND the motor will fail again, how did it operate past the manufacturers warranty? Just luck I guess. Finally, please don't expect myself, or anyone else reading this complaint, to believe that the reason for the long delay was because of the high temperature and customer demand. Tron stated "This is the ONLY vendor we have that will work in your area." The only vendor in the Austin area??? Are you serious? More likely, this is the only vendor that will make up a false diagnosis that meets your desire not to cover the warranty, proven by the failure to provide ANY documentation of the findings.
  
  **** *********

• Initial Complaint

  09/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had my water heater go out and we filed claim. The plumber let us know we will have out of pocket expenses so I was fully aware of that. Once acclaimed approved our new water heater I had the disservice of working with Natalie. She called to let us know our out of pocket expenses. During this phone call I acknowledged the expenses and asked for itemized receipts. Which she sent. Long story made shorter I scheduled a time with the plumber to come out and at that time he didn’t show. I called and asked where they were and they informed me that Natalie cancelled the order thus cancelling my appointment and causing more water damage to my house. I called and spoke Natalie anbout why it was cancelled and she was extreme unprofessional and rude. She said she did cancel my order because I didn’t agree to the out of pocket charges. Which I did. Even if that was the case I brought up that she never followed up with needing me to approve the out of pocket in the email. Natalie’s response was she shouldn’t have to since we spoke on the phone. I was shocked at how unprofessional this was as when I need to follow up with someone over email after a call I definitely included what I still need from them. Her lack of professionalism and mistreatment of customers just caused one more day of damage to my house. Also made it so I had to babysit her to do her job. When dealing with people’s homes I would expect more professionalism and care. It’s clear that they don’t actually care about you or your house.

  

  Business response

  09/16/2024

  Hello Ms. Warwick,
  
  First and foremost, we want to let you know how much we appreciated you as our customer. We apologize for the experience you have had regarding the water heater claim. We have reviewed the initial phone calls where we had discussed the out of pocket portion of the water heater replacement. There was not a clear approval from you in order to proceed, therefore Acclaimed could not move forward and order the water heater. 
  
  We understand the delay and frustrations this had caused for you. This has been thoroughly address with the claims agent involved. We apologize that we were unable to meet your expectations on this claim.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Our fridge stopped working in February, we filed a claim. The contractor found it was the compressor, and it was fixed. Our contract renewed in March. Our fridge again stopped working in may. I filed another claim and paid another service fee. The contractor said the mother board had now gone out and needed to be replaced. Acclaim said it was a continuation of the previous problem so it would go on the previous years tally. They said I had already used up most of my appliance allotment and would only cover $188. I had the contractor email them and tell them these problems were unrelated to the original claim, that it was just another part on the same appliance. Acclaim denied that assessment and determined on their own that it was a continuation of the same problem and therefore would go on the previous years allotment. Even though the fridge worked great for 3 months and the compressor was still functioning properly. . (However they still wouldnt refund my second service fee I paid even though they claimed it was the same problem). They are very dishonest. These were two separate problems and since I renewed my contract it should have covered these repairs because they were totally unrelated.

  

  Business response

  11/06/2023

  Hello **************,
  
  First and foremost, we want to let you know how much we appreciate you as a customer. Our goal is to provide you, the customer, with the best home ********************** experience. We understand your concerns and would like to come to an amicable resolution. 
  
  The technician diagnosed the control board was in failure and was related to the previous failure you had experienced with the refrigerator during the previous contract term. However, Acclaimed understands your frustrations with the process and would like to provide a "Buyout" check for the amount the repair would have cost in the amount of $396.00. Please contact our claims department at ************ (option 1) to verify the name and address you would like the check to be sent to. 
  
  Thank you again for letting Acclaimed review your concerns. Please let us know if you have any additional questions or concerns we may assist with. 

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/10/23 I called into Acclaimed Home Warranty due to an issue with my air conditioner system. I paid for the warranty when I purchased my home. The details is that when something goes wrong call them and pay a $75 service fee and they will send someone out to fix your issue. I called on 09/10 after speaking with Tyler I was told they didn’t have a contractor. I informed him they did as I just used the service a month prior. He looked and said I was correct. He then took payment for $75. He told me to call the contractor and set up a time for them to come out. I called and received no answer. I called Tyler back and told him no one answered and I needed the emergency line as their website stated the home warranty people have. He provided me the number. I called again again no answer. I called Tyler back and told him I’ll didn’t get an answer and I was in my home with NO air along with my 4month baby and 8 year old son. After going back and forth Tyler REFUSED to deem my claim as an emergency. He told me they didn’t have any contractors and said I could find someone on my own. So I did so…. I found a contractor IN MY SAME TOWN to come out within one hour and do the work. Before completing the work we called Tyler for prior authorization and Tyler told me to go ahead with the work, pay, and send in my invoice for re-eimbursemen. I emailed them my receipt and was told they do not cover weekend fee and they wouldn’t reimburse me the $75 service fee. I don’t mind covering my weekend/call fee of $150 but I don’t see how they can justify taking $75 for a service fee and no service was rendered. After the contractor I found fixed my issue I called Tyler and asked would I still be charged the $75 and he assured me I would NOT! Yet here today I’m being told that they are not going to reimburse the fee! My total bill was $307.81 in which I paid to the contractor and I paid $75 to Accalimed warranty. They are refusing to return my $75 service see of a service they didn’t provide. I found the contractor and paid $150 for the service call.

  

  Business response

  09/22/2023

  Hello Ms. ******,
  
  First and foremost, we want to let you know how much we appreciate you as our customer. Our goal is to provide our customers with the best home warranty experience. In order for us to maintain that experience for every customer we must stay within the guidelines of the given service contract.
  
  Acclaimed understands that the situation required prompt attention. Regarding your concerns about emergency situations, per the contract, Acclaimed will make reasonable efforts to initiate service within 48 hours under normal circumstances and within 24 hours for emergency situations. Although the temperature in your area did not meet the emergency criteria, Acclaimed did initiate service (by opening the claim) within the 24 hours time frame. Acclaimed does not control the in-network independent contractors operating hours or scheduling.
  
  Acclaimed understood your concerns with not being able to get a hold of the assigned contractor during the weekend and offered the alternate option of you being approved to get a contractor of your choosing with reimbursement at Acclaimed's cost for the specific repair. Per the contract there is a $75.00 service call fee per item in failure. This fee is applied to all claims opened, including claims where you select your own contractor as it is the standard fee for utilizing the home warranty.
  
  Acclaimed has reviewed the work performed by your contractor and has approved reimbursement in the amount of $148.85, which is Acclaimed's cost for this specific repair, including labor and parts necessary. The agent you spoke to when opening the claim, when explaining the Homeowner To Find Contractor process, did explain the $75.00 service fee is non-refundable. However, Acclaimed agrees to add an additional $75.00 to the previously discussed reimbursement amount to come to an amicable resolution. Acclaimed will reimburse you in the amount of $223.85. Please contact our Claims department at###-###-#### option 1 to verify the name and address you would like the check to be sent to.
  
  Thank you again for letting Acclaimed review your concerns. Please let us know if you have any additional questions we may be able to assist with.

  Customer response

  09/22/2023

  
  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

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Scotsman ice maker started failing, ice was melting in the bin. The repairman said the compressor failed and needed to replace entire machine. The drains were flushed out less than 3 months ago. The unit was cleaned 2 weeks ago by me, and I do it promptly every 6 months. I then got a letter from the company saying the claim would not be paid because the unit was not properly maintained! This is simply FALSE. I expect the company to honor its contract and pay me for my machine failing. I do not trust them to replace it themselves with an inferior brand. I’d rather just have a check for the amount that they would have paid for a replacement machine. I am going to cancel my membership with them.

  

  Business response

  09/12/2023

  Hello Mr. ******,

  First and foremost, we want to let you know how much we appreciated you as our customer. Our goal is to provide our customers with the best home warranty experience. In order for us to maintain that experience for every customer we must stay within the guidelines of the given service contract.

  We have thoroughly reviewed your information. Acclaimed received the diagnosis from the technician which stated the unit was still making a little ice, however there was a buddle of water due to it not keeping correct temperature. The failures are due to lack of maintenance to the system. The technician recommends to clear a water clog in the drain pump and clear all the lines. If that does not remedy the issue, they would recommend to replace the drain pump. Per the contract, Acclaimed does not cover for items that failed due to maintenance issues.

  We have received your request to cancel the home warranty, which has been completed. At this time Acclaimed is unable to assist further. We can understand the frustrations the most recent customer service experience has caused you and your family. However, state regulation requires Acclaimed Home Warranty to follow the guidelines of the contract with each service request placed to be equitable to all our customers. It is the official opinion of Acclaimed, that all the procedures required in identifying the service you requested were followed.

  Customer response

  09/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Your technician misdiagnosed the problem. He said that we needed a new unit, which would be a $5000 expense. He indicated that the compressor was bad and that the unit had not been maintained. I sent you pictures indicating that the unit had in fact, been cleaned regularly every six months, also, I sent you an invoice from a plumber showing that the drains had been cleared out just two months prior to your visit. We got a different service technician, who is Scotsman icemaker certified, who found a very simple problem with a pressure switch. He replaced it. The unit now works perfectly. $300 as compared to what you were recommending which was $5000. I really take issue with the fact that you were not willing to  cover the claim and also that you sent somebody who was frankly incompetent to work on my unit. I don’t expect any money or payment, but I don’t think that you guys honored your contract. 
  Sincerely,
  
  **** ******

  

  Business response

  09/20/2023

  Hello Mr. ******,
  
  Thank you for your response. We understand your concerns and appreciate your feedback. As we had previously discussed with you, your claim was being reviewed again. However, during the review process you had cancelled your contract. At this time you no longer have coverage and Acclaimed is unable to assist further. 
  
  Thank you again for this opportunity to review your concerns. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We called Acclaimed Home Warranty to secure emergency coverage to repair our AC unit. Their website claims they provide 24/7 coverage. We were instructed to leave a voicemail. Because the AC was broken, the house internal temperature reached 92 degrees. We had to secure another provider to service our home. The home warranty provider failed to call back until the next day, and is refusing to cover our use of AC services

  

  Business response

  07/24/2023

  Hello Ms. ***********,
  
  First and foremost, we want to let you know how much we appreciate you as a customer. Our goal is to provide you, the customer, with the best home warranty experience.
  
  Acclaimed understands that the situation required prompt attention. Regarding your concerns about emergency situations, per the contract, Acclaimed will make reasonable efforts to initiate service within 48 hours under normal circumstances and within 24 hours for emergency situations. Acclaimed did reach back out to you within 24 hours after receiving the voicemail and online claim in order to open the claim and assign a technician. However, when we reached out to you, we were informed that you had already completed repairs outside of the warranty. 
  
  Acclaimed requires the ability to receive a diagnosis before any work is completed to make sure that the repair falls in line with the guidelines of our contract because, at the time of approval, we become liable. As it states in our warranty, "AHW will not reimburse you for services or work performed without prior approval from AHW". Every request for reimbursement is held to this standard. In looking at your request for reimbursement, it has been determined that we did not get a chance to provide service.
  
  We apologize that we are unable to assist with reimbursement. Acclaimed is happy to provide our homeowners with the services and coverage we offer; however, for us to provide that coverage in an equitable manner to our homeowners, we do need to work within the guidelines of our warranty. 

• Initial Complaint

  03/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Requested to cancel the policy in writing in Dec 2022. To date still not cancelled.

  

  Business response

  04/10/2023

  Hello,

  I am showing that your contract has been cancelled. Please reach out to us at ************ if this is inaccurate.

  Thank you,

• Initial Complaint

  03/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been a customer for over 2 years. In addition to having a bad experience with AHW replacing my water heater in which I incurred approximately $700 out of pocket, now they are saying they do not cover outside hose bibs although when I look at the website on my computer, for *****, ULTIMATE coverage, outside hose bibs ARE covered. I have 2 that leak when turned on. The employee who answered the phone today referred me to the contract. Yes, this is excluded but one does NOT have a copy of the contract when one purchases a plan. It is VERY MISLEADING, FALSE ADVERTISING?, to have this on the web site when it is not covered in actuality. This is DISHONEST. I will probably cancel my plan and of course I am letting everyone I know and some I don't know about this DISHONEST COMPANY AND THEIR FALSE ADVERTISING WHICH IS ILLEGAL.

  

  Business response

  03/14/2023

  Hello,

  Thank you for your email regarding this issue. First and foremost,we want to let you know how much we appreciate you as a customer. Our goal is to provide you, the customer, with the best home ********************** experience. In order for us to maintain that experience for every customer we must stay within the guidelines of the given service contract. Unfortunately the costs you incurred regarding your water heater replacement were non-covered modifications. In regard to the exterior hose bibs, they are not listed as covered in our contract nor our website for TX Ultimate coverage. At the time of purchasing the home warranty, the service contract along with the brochure are emailed to you the day we receive payment. I will be happy to resend them as well. 

  We can understand the frustrations the most recent customer service experience has caused you and your family. However, state regulation requires Acclaimed Home Warranty to follow the guidelines of the contract with each service request placed to be equitable to all our customers. It is the official opinion of Acclaimed, that all the procedures required in identifying the service you requested were followed. Unfortunately, your request does not fall under the guidelines of the warranty coverage.

   

  Thank you,

  Customer response

  03/15/2023

   
  Complaint: 19584631
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a home in September 2022. Acclaimed Home Warranty (ACH)is the company that provides the warranty purchased by the seller. We have an electric furnace that has had issues with not working. We have notified ACH and they have had technicians come out twice to our home to fix the issue. The issue was not able to be resolved because the part needed is unavailable (an older unit). ACH paid us $700 because they are unwilling to replace the furnace. We don't understand how they are able to neglect a contracted obligation. We are not sure what to do to resolve the issue. We have contacted ACH about resolution, and they insist that they will not replace the unit. Heating is a primary concern as we live in the mountains of Midway. Your assistance to hold them accountable would be greatly appreciated.

  

  Business response

  12/23/2022

  Hello Mrs. ************************* appreciate you bringing your concerns to our attention. After reviewing your claim it appears that we are working with you towards a amicable resolution. We are happy to assist moving forward the best we can within our contract obligations. 

  Thank you,
  

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 22nd we contacted Acclaimed in regards to a faulty water heater. We were told that they could get someone out to us on the 27th. Unacceptable. They said they would look again and found a technician that could come out that day. So far so good. Technician showed up and was quite polite. Attempted a repair but was unsuccessful. This is where things went down hill. Tech attempted to contract acclaimed multiple times over the next hour to get approval for a replacement. Eventually he had to leave as they would not respond. Acclaimed contacted me this morning (23rd) with an outlandish quote. $75 for straps, $50 for fittings, nearly $200 for a tank and to top it off over $900 to open a preexisting access panel with no attempt at repairs or paint. All in all around $1,500 in "out of pocket" expenses. I told them that was ridiculous, to send me an itemized list, that I would open the access panel myself (took 5 min) and roll a tech, which they said they would do after offering to buy me out for $300-$400 (are you kidding me?).It's been hours now. No tech, no promised email of what they are charging for, but you know what I have learned? Those straps are available at any hardware store for under $25. How many more savings will I find when/if they ever get me that list. This companies extortionate practices are unacceptable and I hope the BBB will finally do something about it.I can not at this time provide any further documentation as the business has failed to provide the docs as requested.

  

  Business response

  10/04/2022

  Hello ******,

  First and foremost,we want to let you know how much we appreciate you as a customer. Our goal is to provide you, the customer, with the best home ********************** experience. In order for us to maintain that experience for every customer we must stay within the guidelines of the given service contract.
  
  We understand your concerns with the out of pocket costs. You can reach out directly to your contractor Skyline Plumbing & Mechanical to discuss each item below as well as pricing. As these are costs that are paid directly to the contractor, Acclaimed does not have the ability to adjust them. 

  After reviewing your claim, I do see that you approved the out-of-pocket expenses in the amount of $545.00 and your water heater has been ordered. 

   

  Thank you,

  Customer response

  10/05/2022

   
  Complaint: 18122057
  
  I am rejecting this response because:

   

  I approved these out of pocket expenses after you tried to charge me $!000 more to open an existing access panel.

  I approved them on Friday and was told the tech would be on their way and that I would receive an itemized list of remaining costs.  Neither were true.

  On Saturday I called back and the gentleman I spoke with did get the itemized list over to me and again assured me that the tech would be on their way.  Again a LIE.

  On Monday I called back and was informed that the water heater hadn't even been ordered yet but that you would take care of that and the tech would be on their way out.  WRONG.

  You know when the tech arrived?  Tuesday afternoon.  Look I get that some things take time but the blatant dishonesty from this company is far more upsetting than the delays.

  Give me a realistic timeline up front and don't rip me off, it's not that much to ask.

  
  
  Sincerely,
  
  *********************

  Customer response

  10/19/2022

  Acclaimed has made no attempt to rectify the situation in fact I was lied to twice more since filing this complaint before a tech was dispatched.  

  Customer response

  11/04/2022

  Acclaimed has made zero effort to address my complaint.

  

  Business response

  11/09/2022

  Hello ******,

  After reviewing your claim in greater detail the out of pocket expenses are exclusions in our warranty. The pricing of those items come directly from the contractor as those are his items to complete and charge for. 

  I am showing that the service has been completed, and your water heater has been installed. 

   

  Thank you,

  Customer response

  11/09/2022

   
  Complaint: 18122057
  
  I am rejecting this response because:

   

  While the exorbitant out of pocket expences were ridiculous it was are more infuriating that this business repeatedly lied to me about the process.  No, you don't get off by blaming a contractor.
  
  Sincerely,
  
  *********************

*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. ↩