ComplaintsforUniversal Home Protection LLC

• Initial Complaint

  07/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Universal Home Protection is billing me for $310, because they will not cover a visit to assess the cooling issue at my house that took place on 6/26/2023. They say that they will not cover it, because it is not a part that they installed. I have an issue with this, because what they are mentioning was a result of a family friend fixing the cooling system to the best of their ability a year ago, 6/30/2022. We bought their warrenty last summer, but it takes a month before it can begin. We had guests coming to our house and the cooling wasn't working and the house was hot, so we had to do the best we can before UHP could fix the cooling. We couldn't let our guests stay in a place with no cooling and I couldn't stand 90 degrees in my house for a month either. UHP said we should have gotten a professional but we paid for warrenty, so I don't have enough to pay another company to come fix my cooling when I already bought warrenty. Also, UHP's employees have come three times since my family fixed the cooling, and they never mentioned anything about this being an issue. To add on, UHP only asked us for this bill to be paid after our warrenty ended on 6/30/2023. We did not plan on renewing, because we are going to move within two months. All in all, UHP is wrong to mention this more than a year and three visits later, and they have still not fixed the cooling in our house. They also said they wouldn't cover the price to fix the cooling despite their employee telling me they would since the claim was filed before the warrenty end date. I am willing to pay if they fix our cooling but since they haven't and they are taking advantage of my situation, I want to hear the BBB's decision.

  Business response

  07/18/2023

  BBB of *********
  **************************************************************************** 125
  *********, **  53214
  
  RE:  Complaint ID ********
  
  For:        *************************
                  Trade Practice Consultant
  
  Dear ********************:
  
  I am happy to review the complaint and provide the following response.
  
  In reviewing the pertinent information, the complainant applied for an Elite Homeowner Direct home warranty on 5/2/22, which became effective on 6/1/22 and expired on 6/30/23.  When a Homeowner Direct home warranty is applied for, the effective date is 30 days from the date we receive the application and payment in full, thus the 6/1/22 effective date.
  
  Our records indicate the complainant contacted Universal Home Protection (hereinafter UHP, We, Our or **) on 5/11/22 to report their air conditioner was not working.  In turn, we told them that their Elite Homeowner Direct home warranty was not yet in effect,and we informed them we could not cover something that was already malfunctioning prior to the effective date of their UHP coverage.  At that time, notes in the record indicate that we provided the complainant with contact information for our local HVAC contractor as a resource for them to address the problem and have it professionally repaired.  On 6/30/22, the complainant contacted our office again to inform us the a/c was not cooling.  In turn, we requested paperwork from the complainant to confirm that a licensed professional HVAC contractor had repaired the malfunction that was previously reported to us on 5/11/22.  We indicated that upon receipt of proof that the prior malfunction was properly repaired by an HVAC professional, we could potentially provide coverage going forward.  The complainant then informed us that they didnt have any paperwork showing the previous malfunction had been properly repaired because they did it themselves by having a family friend install a new motor instead of having an HVAC professional make the repair.  In turn, we agreed to send our contractor out to evaluate the situation and provide a diagnosis to determine and confirm if UHP could provide coverage.  The next day, on 7/1/22, we received a call from the complainant requesting to cancel the service request indicating the air conditioning started working again.  This resulted in our cancelling the service request with our HVAC professional.  Therefore, UHPs contractor never went to the property for this a/c in 2022. 
  
  The next contact from the complainant came almost a year later on 5/30/23.  On that date, the complainant contacted us for the a/c not cooling.  That same day, our HVAC contractor went out and found that someone had incorrectly installed the wrong motor in the condenser.  Due to the improper installation, the condenser fan blade was rotating in the wrong direction.  The correct motor that should have been installed is an OEM motor, which is not the type of motor the complainants friend incorrectly installed.  Our contractor re-installed the motor correctly so it would allow the fan blade to rotate in the proper direction,but they were not sure if correctly installing the wrong motor would allow the a/c to operate properly or not.  Unfortunately, our contractor neglected to inform us of what they did during that service call, which resulted in an invoice for $210.00 after the $75.00 deductible.  On 6/26/23 the complainant contacted us indicating the a/c was not cooling again.  We again referred the request for service to the same HVAC contractor, not knowing what was done during the prior visit to the property.  Following the 6/26/23 visit,our service contractor did inform us of their previous attempt to resolve the issue by correctly installing the wrong motor that was there.  They explained that they did not know if doing that would resolve the issue or not.  Unfortunately, it did not resolve the issue and we were informed that the only way to properly make the repair was to install the correct OEM motor.  The cost of that diagnostic/trip charge was $100.00.  Following that, once UHP had a full understanding of what had been done, we denied coverage to install the correct motor because UHP is not responsible for covering the replacement of incorrect parts that were not properly installed by a non-professional during a time when UHP did not have coverage on the property.  The complainant currently owes the service contractor, not UHP, the $310.00 that remains due.
  
  UHPs contract clearly states under Limitations On Liability:
  
  1.Repairs or replacements required as a result of flood, water damage, fire,lightning, smoke, earthquake, freeze, storm, theft, war, accident, riots,vandalism, improper installation, power failure, pet/pest damage, mold,neglect or misuse, or acts of God are not covered by this contract.
  
  11.In the event a homeowner initiates a request for service on an item listed as covered, but the actual malfunction is proven to be associated with a non-covered item, or upon the contractors evaluation no mechanical malfunction is present, the homeowner is responsible for any and all incurred charges. In the event the homeowner fails to pay the amount due to the contractor, UHP shall have no further responsibility under this contract until the amount is paid in full.
  
  15. This contract does not cover any systems, components, or appliances that have been altered from the original manufacturers specifications.
  
  
  This entire situation began with the complainant having a non-professional incorrectly install the wrong motor in their a/c condenser during a time when they did not have UHP home warranty coverage on their property.  Had the complainant contacted the professional HVAC service contractor we referred to them back on 5/11/22, this issue would have been negated because the correct motor would have been properly installed at that time, resulting in the a/c system being correctly repaired. 
  
  The complainant notes that UHP is wrong to mention this more than a year and three visits later.  We were aware on 6/30/22 that the homeowner had the repair done by a family friend, and on that date, we agreed to send our contractor out to determine if we could provide coverage, but that request for service was cancelled by the complainant the next day.  Therefore, we were not actually aware of the improper installation until 6/28/23 when our contractor informed us that the wrong motor had been improperly installed by someone and they attempted to correctly install the wrong motor in the hopes that it would resolve the problem, which it did not.
  
  I must also note that the complainants statement regarding our employee telling them since the claim was filed prior to the expiration date of the contract it would be covered is false.  None of UHPs employees would make such a statement to a warranty plan holder due to the fact that we can never confirm coverage of any malfunction until we receive a professional diagnosis from a licensed contractor.  I am assuming what more than likely happened is that UHPs employee explained that if the malfunction is covered by UHP, we will still provide coverage even if the repair cannot be completed until after the expiration date of the home warranty contract, since the requirement per the contract is that the initial claim must be filed prior to the expiration date. 
  
  I do not know what the complainant is insinuating by stating UHP is taking advantage of my situation.  We are not taking advantage of anyones situation, we are applying the terms of our contract to the actual situation at hand.   UHPs contract is clear, we provide coverage for *************************** in the home should they mechanically malfunction due to normal wear and tear during the term of the home warranty contract, provided they are properly installed and functioning correctly with no defects as of the effective date of the home warranty contract.  Unfortunately, the complainant proceeded with having a friend, who is not an HVAC professional, incorrectly install the wrong motor in their a/c condenser when they did not have an active UHP home warranty in place.  UHP cannot be held liable to provide a remedy for this situation, which was created by the complainants own actions.
  
  Respectfully Submitted:
  ***************************
  Director of Operations
  Universal Home Protection, LLC

  Customer response

  07/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

• Initial Complaint

  03/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I pay for the warranty service yet every time I try to use the warranty they say they dont cover it, Ive had electrical issues, they said they dont cover, Ive had plumbing issues they said they dont cover, now I the dead of winter my furnace is not heating all my house but there charging me for the service, please help

  Business response

  03/28/2023

  BBB of *********
  *****************************************************************************************************************; 53214
  
  RE:  Complaint ID ********
  
  For:        *************************
                 Trade Practice Consultant
  
  Dear ********************:
  
  I am happy to review the complaint and provide the following response.
  
  In reviewing the pertinent information, the complainant currently has an Elite home warranty on her property, which has been in effect since 11/18/22, the date she closed on the property.
  
  Our records indicate the complainant contacted Universal Home Protection (hereinafter UHP, We or Us) on 12/6/22 to request service for her floor drain that was backing up.  The representative she spoke with informed her that unfortunately the home warranty does not provide coverage for the cleaning of the sewer lateral, which is what she needed to have done to resolve the issue, unless the Sewer Lateral Cleaning rider is added to the home warranty coverage.  In the case of the complainant, that rider was not added to her coverage,and therefore, we were not able to assist her with that particular problem. 
  
  On 12/20/22, the complainant requested service for no power in a bedroom, bathroom and basement.  UHP referred that request for service to the electrician we use in her area and they diagnosed a bad circuit breaker, which was subsequently replaced.  The complainant paid her deductible, which is required per UHPs contract, and UHP paid the remaining balance due to the electrician of $133.10.
  
  On 3/27/23, the complainant requested service for her heating system not heating properly.  UHP referred her request for service to our local HVAC company in her area.  They will schedule an appointment with the complainant and provide UHP with a diagnosis.  We will then apply coverage to the malfunction per the terms of the home warranty contract, which does include payment of the deductible by the complainant to the contractor.     
  
  There appears to be some confusion as the complainant claims,every time I try to use the warranty they say they dont cover it.  Clearly this is not the case per the information provided above.  Other than the complainants floor drain backing up, UHP has and will continue to provide coverage on the specific items included in the complainants home warranty contract as long as the complainants contract remains in effect. 
  
  UHP does not provide coverage for everything in a home, nor do we claim to.  There are certain items included in each home warranty plan based on the level of coverage applied and paid for.  The Warranty Terms And Conditions clearly state what is covered under each home warranty plan and what is not.  I would encourage the complainant to visit UHPs website at www.uhpwarranty.com to review all of the information pertaining to her specific home warranty plan.
  
  Respectfully Submitted:
  Universal Home Protection, LLC
  
  
  ***************************
  Director of Operations 

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home warranty that was advertised to replace or repair the main home systems for the first year of ownership. The kitchen refrigerator ice maker stopped working and I contacted them for a repair. I paid the $75 deductible and they sent a repair technician out to my home. The technician reported that the refrigerator is not easily repairable and that some parts are no longer available. The warranty company contacted me stating that they are not willing to replace the refrigerator as advertised on their brochure and that they have a $1000 maximum for a refrigerator. This $1000 does not even come close to the cost of a replacement Frigidaire refrigerator. These units are selling for close to $3000 at stores not including delivery. I feel that their marketing materials are very misleading and nowhere on their marketing materials does it state that there is a maximum amount for a unit that they cannot repair. I feel that they are running a fraudulent business, using false advertising, and avoiding doing what they say they are going to do.

  Business response

  05/24/2022

  BBB of *********
  10101 ********************************************, Ste. 125
  *********, **  53214
  
  RE:  Complaint ID ********
  
  For:        *************************
                Trade Practice Consultant
  
  Dear ********************:
  
  I am happy to review the complaint and provide the following response.
  
  In reviewing the pertinent information, the complainant contends that he purchased a home warranty with Universal Home Protection, when in fact,the sellers of the property the complainant purchased applied for the home warranty when they listed the property for sale in June of 2021, and paid for the home warranty at the time of closing. 
  
  On 12/29/21, the date UHP received the payment for the home warranty from ***********************, UHP mailed a confirmation letter and a copy of the home warranty Terms and Conditions to the complainant.  The letter states in part, Were here to help protect your budget and provide peace of mind should an unexpected malfunction occur to a covered item in your new home.  Further, it states, Please review the enclosed Terms and Conditions to familiarize yourself with the coverage details.  Nowhere in any of the materials sent to the complainant does it state UHP will cover the entire cost of replacing a malfunctioning appliance, nor is it stated in any of our published materials or on our website.  Under PRIMARY APPLIANCES in the Terms and Conditions, sent with the letter to the complainant on 12/29/22, it clearly states, Note:  UHP shall be responsible for an aggregate of up to $1,000 for repair or replacement costs per appliance.  I have also attached a copy of the home warranty Terms and Conditions that were sent to the complainant for your review.
  
  The complainants accusation that UHP is running a fraudulent business and using false advertising to avoid doing what they say they are going to do is completely without merit.  Nowhere in any published materials, hard copy or online, does UHP claim it will provide for the entire replacement cost of any covered malfunctioning system, component, or appliance.  UHP is upholding the terms of the contract by providing the $1,000.00 maximum for the complainants refrigerator as is stated in the Terms and Conditions.
  
  Respectfully Submitted:
  Universal Home Protection, LLC
  
  
  ***************************
  Director of Operations  Tell us why here...

  Customer response

  05/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************** Attached it the marketing material that was provided by the company and is still available for download on their website as of today. There is nowhere in the marketing material that it mentions or discloses a maximum amount for any covered repairs or replacement. This shows that the company is purposely running a fraudulent business. It is completely unethical the way this business is conducting itself.

  Business response

  05/25/2022

  TBBB of *********
  10101 ********************************************, Ste. 125
  *********, **  53214
  
  RE:  Complaint ID ********
  
  For:        *************************
                Trade Practice Consultant
  
  Dear ********************:
  
  UHP is an honest, small, local home warranty company that has been in business for 30 years.  If we were a dishonest, fraudulent company as the complainant contends, we would not have remained in business for this length of time.
  
  UHP is also regulated by the *************************************** for the State of ********* and must comply with all regulatory and statutory mandates when providing home warranty coverage to homeowners.  If any fraudulent business practices were taking place, the *** would not continue to allow UHP to operate in the State of *********.
  
  The complainants claims continue to be completely without merit.  The two UHP Terms &Conditions documents the complainant attached to his response both clearly state the maximums provided by UHP for different systems, components, and appliances.  UHPs application brochure also clearly states,For a complete list of items available for coverage, and the terms and conditions, please check out our website at uhpwarranty.com.  The warranty Terms and Conditions are readily available for everyone to read.  No information is ever withheld from anyone who wants to access it.
  
  Whenever a home warranty contract holder contacts our office to request service, if there is a maximum associated with the particular item they are requesting service for, that maximum is explained so the warranty contract holder is aware of the maximum and how coverage works at the time service is requested.
  
  This will be UHPs final response to this complaint as we are fully complying with offering the maximum coverage allowance to the complainant as is clearly defined in the warranty Terms and Conditions.
  
  Respectfully Submitted:
  Universal Home Protection, LLC
  

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  date: 4/20/2022 Yearly protection plan: Universal Home Protection Thermostat was not working upstairs heat was coming on making the temperature to hot. I have cancer in my lungs and cannot take the high temperature. Universal Home Protection sent out a repairman and he diagnosed the problem and said the damper that controls the heat coming upstairs need replacing. Told us when the downstairs thermostat needed heat the damper did not stop the heat from going upstairs. Universal Home Protection we did not hear anything so we called them two weeks later and they said they would get back to us. They did not we called the repairman and he told us Universal Home Protection would not cover the cost even though it is part of the heating system. We are disabled on a fix income that is why we got the protection and they will not cover the heating system. That is like stealing from the elderly very sad. I paid the $75 co-pay to the repairman. The cost of the repair for us is going to be $1265 a lot of money

  Business response

  05/06/2022

  BBB of *********
  10101 ********************************************, Ste. 125
  *********, **  53214
  
  RE:  Complaint ID ********
  
  For:        *************************
                Trade Practice Consultant
  
  Dear ********************:
  
  I am happy to review the complaint and provide the following response.
  
  In reviewing the pertinent information, the complainant contacted Universal Home Protection (hereinafter UHP, We or Us) on 4/13/22 to request service for the upstairs thermostat that kept turning the heat on.  In response, UHP referred the service request to ******* Heating & Air Conditioning for diagnosis. 
  
  On 4/20/22, UHP received a proposal (attached) from ******* Heating indicating two dampers for the **** system needed to be replaced.  UHP was quoted $1,140.00 to replace the dampers to resolve the issue.  We were also informed there was a $69.00 balance due from the initial service call.  That same day, UHP emailed the complainant the following email correspondence and attached the proposal from ******* Heating as well as a copy of the Warranty Terms:
  
  From: *******************************
  Sent: Wednesday, April 20, 2022 3:04 PM
  To: ********************
  Subject: Universal Home Protection warranty on ************************************ in ********
  
  Good afternoon,
  
  UHP received the attached proposal from ******* Heating & Air Conditioning. Unfortunately, per Section C on the attached Terms & Conditions, the warranty is unable to cover any issues with dampers.Because the dampers are what is needed, UHP cannot assist with the repair or with the $69.00 balance due from the service call.
  
  Per line 11 in section N. of the attached and highlighted contract, the homeowner is responsible for any and all incurred service charges if there is not a covered issue present. I apologize we are not able to assist with this. If you would like to move forward with the repair through *******,please contact them at ************.
  
  Please let us know if you have any questions.
  
  Regards,
  
  UHP did not receive an undeliverable message via our email provider, therefore, the email we sent to the complainant was delivered.  Had we received an undeliverable message, we would have called the complainant immediately to discuss the matter and followed up with a letter sent via the **** explaining the same details provided in the email.  If the complainant did not see UHPs email in her inbox, perhaps the email went into the complainants spam filter.  UHP has no way of knowing this. 
  
  A few days later, the complainant called UHP and was also informed via the phone that unfortunately the dampers in the **** system are not covered by the home warranty.  Therefore,unfortunately UHP would not be able to assist with the cost of the quoted repairs.
  
  Had the diagnosis from ******* Heating been a covered component per the warranty contract, we would have happily provided coverage for the malfunction.  UHP understands this is an unfortunate situation, however, UHP is not stealing from the elderly as is stated by the complainant.  We are applying the terms of the warranty contract to the specific malfunction as was diagnosed by the service contractor. 
  
  Respectfully Submitted:
  Universal Home Protection, LLC
  
  
  ***************************
  Director of Operations 

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They found issues in my furnace and hot water heater. The warranty paperwork states they will repair or replace to a certain cost. They are refusing to replace unless I have a certified installation that they chose. The contractor they chose wants double what others do.

  Business response

  04/08/2022

  BBB of *********
  10101 ********************************************, Ste. 125
  *********, **  53214
  
  RE:  Complaint ID ********
  
  For:        *************************
                Trade Practice Consultant
  
  Dear ********************:
  
  Universal Home Protection (hereinafter UHP) has already offered to allow the complainant the opportunity to replace the furnace and water heater with a contractor of his choosing.   UHPs requirement for allowing this is the complainant must supply us with a copy of a paid invoice from the licensed service contractor who performs the work, along with a copy of the ******************* Certificate for the contractor on the invoice. 
  
  To date, the complainant refuses to comply with these requirements.
  
  Universal Home Protection cannot accept liability for work performed by a service contractor or other entity who is not fully licensed in the State of *********, as well as fully insured with adequate liability insurance.
  
  If the complainant complies with the requirements set forth,he is free to use the licensed and insured service contractor of his choosing.
  
  

  Respectfully Submitted:
  
  Universal Home Protection, LLC
  
  
  ***************************
  Director of Operations 

• Initial Complaint

  01/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Place yourself in my shoes. I am been a loyal customer for over 5 years. I recently had an issue with my furnace not heating continuously and I filed a claim online and called as well. They dispatched a heating and plumbing company to access my unit. **** looked at a couple things and surprisingly drilled holes in my unit. After his assessment and due to age of unit, a replacement unit was needed. To my surprise, they only wanted to cover a third ($950) of the replacement. This is the furthest from the advertised up to $2000 for replacement. This service shows no value and the Relax. Youre Covered is the furthest from the truth and utter lie.

  Business response

  01/19/2022

  BBB of *********
  *****************************************************************************************
  
  RE:  Complaint ID ********
  
  For:  *************************
          Trade Practice Consultant
  
  Dear ********************:
  
  I am happy to review the complaint and provide the following response.
  
  In reviewing the pertinent information, the complainant contacted Universal Home Protection (hereinafter UHP, We or Us) on 1/18/22 to request service for his furnace that stopped working and was only blowing cold air.  In response, UHP referred his service request to ********************************* for diagnosis. 
  
  Later in the day on 1/18/22, UHP received a call from ******************* explaining he found the heat exchanger in the furnace is starting to plug and/or has a breach.  As such, the heat exchanger needs to be replaced.  UHP was quoted $950.00 to replace the heat exchanger to resolve the issue.
  
  UHP contacted the complainant to explain that the heat exchanger needed to be replaced and that we were quoted $950.00 to do that.  We also explained to the complainant that he can either proceed with the replacement of the heat exchanger and UHP would pay the $950.00 to ********************************* or he could apply the $950.00 UHP would pay for the repair toward the cost of replacing the furnace.
  
  UHP is only responsible to pay our maximum for furnace repairs or replacements when the cost to repair or replace equals or exceeds our maximum.  In this case, because the furnace is repairable for $950.00, that is what UHP is responsible for providing.    
  
  We are currently waiting for a response from the complainant as to whether he wants to proceed with the repair or if he wants to apply the $950.00 UHP will pay toward the cost to replace his furnace.  We are happy to proceed with whatever the complainant decides.
  
  Respectfully Submitted:
  Universal Home Protection, LLC
  
  
  ***************************
  Director of Operations 

  Customer response

  01/20/2022

  [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:

  After **** inspected my unit, I did not feel he was being very truthful. He did not tell me that the unit could be repaired and had to be replaced. Thank you for providing clarity as I just want the furnace to be repaired/fixed, not replaced. If he quoted 950 to repair it, I should not see any residual fees outside of my deductible and visit, would this be a fair statement?
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************

  
  

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