ComplaintsforAcclaimed Home Warranty, LLC

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 complaints First required water heater covered under my home warranty to either be repaired or replaced. Vendor for the warranty company did not come evaluate the unit instead just sent a price and the warranty company wanted to charge me for a new water heater and parts. I complained to warranty company and got the vendor out a few days later 5/272022. At which point he said the problem was parts. Ok fix it he never contacted me agian till July 12th after I had contacted warranty company and they said he could not find parts since water heater was old. Still waiting for that repaired to be completed with no end date in sight.Second issue ** unit is broken this time I paid for vendor of my choice prior to the warranty company. My vendor confirmed a replacement for **** was needed as the unit was from **** and in poor condition. The warranty sent their vendor the following day and that vendor took pictures said it needed to be replaced as my choice of vendor and for same reasons. Contacted warranty company 7/14/2022 see the status of the replacement ** at which point representative said they would contact their Vendor and a Manger would contact me that same evening. No call was ever made by them. I called again 7/15/2022 and was informed by another repsentative that only a repair was needed to the ** unit. I asked to speak with a manager and none where available. My ** is now constantly running just to keep my house upstairs at a screaming 85 degrees during day with new born in bedroom. As for the water heater we plan showers laundry and dishwasher around each other since we get no more than 20 minutes of hot water occasionally get lucky and it does not run out

  

  Business response

  08/04/2022

  Hello,
  Thank you for contacting us about the experience you have had. We welcome all feedback from our customers so we may continuously improve our services. I do see that we have ordered a replacement water heater that has been installed according to our records. 

  In regards to your A/C claim, I do see we made repairs to your outdoor unit. We issued a recall for the tech to come back out and re-diagnose as we understand that your A/C is now not cooling. We are actively working on this to bring you a solution to get back to cooling.

  Thank you,

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a home warranty with this company for the last three years. Our HVAC units compressor is out per their contractor. We have waited a long week for a response. They keep ignoring us. Its not safe to leave a family without AC in July in *****. This company is not trustworthy or capable of dealing with claims in a timely manner. The BBB and other governing agencies should shut down non responsive companies.

  

  Business response

  08/04/2022

  Hello,

  We apologize that the initial service provided was unsatisfactory. We understand your frustrations,and have thoroughly reviewed the concerns presented by you. I do see that on July 6th, 2022 you accepted a buyout check for your A/C unit in the amount of $1300.00. 

  According to my records that buyout was issued on July 15th, 2022. If you have any additional concerns please advise, and we would be happy to find a resolution within our contract guidelines.

   

  Thank you,

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I renewed a home warranty with Acclaimed Home Warranty in June 2021 just a few months after they replaced the AC coil in my home AC. I put in a claim in June 2022 for my A/C that was still having issues. I had 2 other A/C contractors look at my system before calling Acclaimed. They both said the Thermal Expansion Valve was incorrect for the system and 2 other problems. Acclaimed Home Warranty charged me $75 for the service call and sent Air2U to look at my system. Air2U came out and said my system was low on freon (3 piunds) and he needed to do a leak check which was not covered on my warranty. I called Acclaimed Home Warranty and told them the 2 other companies didn't say anything about my system being low on freon. Acclaimed Home Warranty VP Ryan N***** said his friend Anton from Air2U was correct and said I should have the leak check performed. It was $350 for tge leak check. I told Ryan I should get my money back if no keak was found. He agreed but would not put this in writing as a guarantee. Anton came back out and used his keak detector. He calibrated tge instrument to zero before placing the probe inside the air conditioner. At first his instrument did not indicate a leak. He said he needed to change something on his instrument and went back to his truck. He came back and quickly shoved the probe inside the A/C. It sounded a tone and he said " there it is, it's leaking." I was suspicious. He said he needed the evaporator coil serial number to see if it was under warranty. Acclaimed called me and said the manufacturer warranty covered the coil so Acclaimed was not going to cover it. They said I needed to contact Rheem to get it warranteed. I spoke to Ryan N***** on Friday June 10 and he said he would cover it. On Tuesday Acclaimed called and said I needed to pay $1250 for 4 pounds of freon, labor, and for a new plenum to have the coil replaced. Ryan said that was my only option and when I questioned his business practices he told me to stop texting him

  

  Business response

  08/04/2022

  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 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 contract and coverage. As a manufacture warranty item, it is listed as an exclusion under the warranty. As you may know, it is the homeowner's responsibility to review the warranty coverage as Acclaimed Home Warranty does not inspect the home's equipment at the time of purchase to determine eligibility. At the time of purchase, we give all customers time to accept or decline the warranty per your specific needs.
  
  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.

  We did cover the cost of the leak detection test in full to assist you as we value you as our customer. We were responded from you the customer with vulgar language and crude comments regarding our employees and us as a company. Unfortunately, we are unable to assist any further as it falls outside the guidelines of our warranty. 

  Customer response

  08/05/2022

  
  I am rejecting this response because:
  
  Good afternoon. I contacted another contractor and he came to my house. He performed an extensive leak search on the whole system and was unable to find a leak. He did find the Thermal Expansion Valve was the wrong one for the coil. He replaced the TXV, vacuumed the system, leak checked with nitrogen, recharged with fresh, new freon, and set the pressures to factory specifications. The temperature differential is now 18 degrees and the system cools better than it ever has in the past. When your technician supposedly found a leak, it was just a way to keep from working on the system by saying it was a manufacturer's warranty issue. Your contractor did not possess the knowledge to correctly assess and repair the system.
  
  I also did not and will not use profane, vulgar, or bad language towards you or your company. This is not factual on your part. Your response is typical of your company's customer service practices and does not surprise me at all. You only covered the leak search your contractor performed because you knew it was fabricated and untrue. The contractor I hired, proved that pretty quickly during his assessment of the problems with my system. The sad partvis I paid $650 for a home warranty and received nothing but headaches for my money. I will continue to advise people to stay away from Acclaimed Home Warranty in the future.
  
  Very Respectfully,
  
  ****** *******

• Initial Complaint

  05/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We recently purchased a home and a home warranty with Acclaimed. After moving in we discovered that Acclaimed charges a $75 service fee, not $65 like the brochure and website say. We also learned that they do not fix pre-existing conditions, even though it says in their brochure that they do. On 3/17, we called to schedule a rekey, were charged $75, so we decided to cancel our home warranty and find one somewhere else. We had to call in twice that day to let them know we wanted to cancel. They told us someone would call about the cancelation but no one did. Around 3/22 I left Acclaimed a 1 star review on Google. On 3/27, we emailed Linda Wright, the Acclaimed San Antonio Manager, and told her we wanted to cancel. On 3/28 she said it would be taken care of. That same day Kristin C****, the Acclaimed COO/Dir. Business Development, messaged asking why we needed to cancel. I didn't think they needed an explanation, only that we wanted to cancel, so I attached a screenshot of my review and asked them to cancel asap. On 3/30 the response from Kristin C**** read, "We just received your request on 3/28 I did see your lovely review. I have cancelled your policy and a refund is being processed of $600. It will be mailed to you at the address on file It may take up to 30 days." On 4/22, after no refund was received and no further contact from Acclaimed, I responded, "Glad you liked my review. I'll happily write another. Could someone tell us the status of our refund? We called in the initial request to cancel on 3/17. I don't know any place that takes 30 days to issue a refund. Could we get some documentation showing our policy has been canceled as well? Thank you." Again, we received no response. My husband messaged again on 5/13 asking for the status. Kristin C**** responded the same day asking for the address. We sent it 5/14 and have not received a response or a refund. This may be retaliation for my negative review. It's been 2 mon since the first cancelation request.

  

  Business response

  05/18/2022

  Response:
  We searched for phone calls about a denied pre-existing issue. I find no record of this conversation. We only have phone calls about the re key from ***** and a call from ****** about the service fee and cancellation.

  
  Service fees: They are $75 as per our contract that goes out in an email. She received hers on 3/25/22 (see screen shot of email sent on 3/25 with the welcome email information)
  It also states $75 on our member benefits section and when you go to order a home warranty. Our brochure online must have been incorrect but the contract we send trumps a marketing brochure
  
  

  Rekey is the price of the service fee which is $75 as per contract (see attached screen shot)
  

  We did cancel their policy on 3/28 and did receive the request on 3/17 a full refund of $600 was refunded.

  
  It does take up to 30 days to get checks from our company, that has been our policy since we started. I explained this to her in an email.

  
  A check was cut and mailed on 4/1 we just check the status and it is un cashed so we will cut a new one and fed ex it out to her to receive in 7 days so by 5/25

  Customer response

  05/25/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Acclaimed is providing false information. We were supposed to receive a check from FedEx by today. This has not been received. In addition, the response states that a check was cut and mailed on 4/1. This is false. Two days ago, on 5/23, we received a letter from Acclaimed via USPS with a $600 check. The check has the date 4/1, but the envelope is post marked 5/18, the day our BBB complaint was sent to them. This seems to be retaliation for our cancelation and subsequent negative review. They did not refund our money or respond to our second email inquiries until we filed the BBB complaint. No check was mailed until then. 

  In response to the other issues, we initially signed up with Acclaimed having only seen the brochure that incorrectly lists the service fee as $65. The contract was received after that. The information on the brochure and website should be updated so others don’t sign up and then get the higher contract amount later. My husband called in regarding the pre-existing condition and was on the phone with Acclaimed for less than 5 minutes. He described the issue to the employee, was told Acclaimed would not cover it, and that was it. 
  

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

  

  Business response

  06/01/2022

  I do not understand what the issue is? we send a check The check # is ****it was made out on 4/1. I don't know the day we mailed it but this doesn't matter since she now has the check. We have up to 30 days to get her the payment which she received by the 30 days. She needs to go cash it. 

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tried 10X for resolution since securing this 12 month warranty in August, 2020. It took 9 months to complete claim #1 (replacing internal HVAC with $450 contribution from Acclaimed Home Warranty). Claim #2 (to repair external AC unit) was required for an additional $65 vendor inspection cost and AHM initially approved vendor recommendation for temporary fix (approx. $300). After I decided to replace unit ($2700) and have the $300 pre*approved cost applied to the $2700 replacement cost, AHW ignored claim #2 and now refuses to pay after 5 months of phone calls/emails/text messages (see partial email below). AHW also abruptly canceled my year 2 renewal with no explanation (later told $450 pymt in yr1 led to canceling yr2). After five months discussing * with **** and the UT ****** staff (you several times, ******** ********* Mercedes) * the external AC unit repairs were part of the *** claim that **** asked me to open before the internal unit replacement could be installed... You seemed to ignore the additional documentation I sent yesterday as you suggested you would when we talked by phone. My company would not survive if we provided the frustrating level of customer service I have received regarding this second claim (opened in *** and still outstanding as of 10/14/2021).I decided to renew the home warranty on Tuesday of this week because you cited out*of*warranty reasons for not funding the external unit repairs even though the unit was under coverage when *** claim was opened (and still remains open per your staff). While my 10 communication attempts since *** were ignored until this week, you canceled my renewal the same day and within minutes of receiving my monthly payment. I learned this after calling your ****** to cancel the renewal myself after learning you ignored my additional documentation. Renewal canceled within 20 minutes by you/your team with no reason cited. So you can apparently respond in minutes when in your best interest.

  

  Business response

  10/28/2021

  Policy date: started 8/11/2020 expired 8/11/2021

  CLAIMS RESPONSE: He opened a claim for his HVAC on 05/19. AirZone said last time he was out there last year we denied unit as dirty and lack of maintenance. AirZone asked homeowner if he had cleaned or done anything to the unit. Homeowner said no, nothing because sometimes it worked and sometimes it didnt. The homeowner just turned off and, on the unit, and then it started working again. We denied the claim due to lack of maintenance. He pushed back quite a bit and **** put $422.00 towards the claim from his concessions and the homeowner paid the remainder in OOPC.

  Another claim was then open on 08/12 for his A/C and we denied that as well for lack of maintenance. The other three claims the homeowner had opened were cancelled as he was unresponsive to our contractors and never returned calls to get scheduled.

  RENEWAL: he renewed late on monthly payments of $50.42 on10/12/21. We have cancelled his policy and voided his cc payment so nothing was charged.

  Nothing is due to client. 

*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. ↩