Complaints

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is a warranty company that is for my washer and dryer. I put in a claim for my washer, after numerous following *** I they advised me that I owe $$ please see there email below Hello *****,Thank you for contacting iA service plan.Per the Terms and Conditions of your warranty we suspended your warranty until a payment is made to the account Weve received the following invoice connected to this claim from your service provider:Repair center: Whirlpool ****** Work Performed: proper maintenance necessary cleaned and cleared LOAD AND GO unit tested ok Service call: $ ****** Mileage: $Taxes: $ ***** Total: $ ****** The problem with this is that this was not the only issue to the washer there was fault which came up on my phone which is what I reported as well as the load and go issues which is still not working !!! I have sent emails and talked to agents they let me they can only forward the claim to an adjuster and nothing happens after that I have explained my self via email and asked them to call me and since Oct I only received this email. This is not the first time dealing with IA Service Plan.once I waited 8 weeks for them to fix my Dryer its ridiculous service and can never get hold of anyone. I also had another tech which let me know that the load and go is not dispensing laundry detergent only water the issues is now the water dispenser is not working and goes off by itself!! I am asking them to wave the $235 dollars as there finding are wrong , reinstate my warranty as it is suspended until I pay this amount. Please help me Thank you ***** *****

  Business response

  13/12/2024

  Hello,

  Thank you for submitting your complaint.

  We have reviewed your claim and communication history. It looks as though multiple visits ended with No Fault Found.

  Under the iA Service Protection Plan, if theres no defect found or repairs are denied, based on the terms and conditions of the Plan, the plan owner is responsible for all costs incurred.

  As per the technician report,

  "Customer mentioned [the] load and go [cycle was] not working checked and found it was clogged. The technician noticed evidence of powdered detergent that may have been used, proper maintenance necessary cleaned and cleared load and go [cycle] tested OK"

  We cover the first instance of No Fault Found but unfortunately we cannot do it again - this is the second NFF fee.

  A claim for a dryer (#********) received a No Fault Found tag - general maintenance was performed by the technician that fixed the reported issue, "very loud and sounds like it has rocks in it" with their report, "cleared small particles [in dryer]."

  If you have any questions please do send us an e-mail at *********************************************************************************.

  Customer response

  14/12/2024

   
  Complaint: 22621483
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  There claims are false as I stated before the reason was a fault that is on the machine I am not a technician there let AI service of the fault they did not come multiple times for this specific reason this is for the washer not the dryer also mentioned in the answer ! 
  

  the load and go issues still to this day exists and has not been resolved again I have tried to get a resolution but as you can see from there response there is no avail! They asked me to get me own tech and pay the expanse which I did and let them know what that tech as had said and forwarded then that explanation but they didn't mention that ! 
  

  This is been going in for 3 months and i have on multiple occasions to get a hold of some to talk to and no-one calls back. 
  

  in turn I am no excepting this as an solution. 
  

  thank you 

  Business response

  16/12/2024

  Hello,

  We understand that you are currently referring to the claim regarding your washing machine.

  To clarify the 2 NFFs are for different appliances - but they are under the same coverage and only one is covered as a courtesy per Plan.

  You mentioned you got your own technician but advised they did not charge anything and exist independently.

  If you are to get a 2nd opinion we require it to be a certified technician that can provide a full diagnostic and report.

  At this point we have explained the terms of your Plan and cannot offer more information. If you have different questions or require alternate assistance we would be pleased to help you via our contact e-mail at *********************************************************************************.

  Thank you.

  Customer response

  16/12/2024

   
  Complaint: 22621483
  
  I am rejecting this response because:

  The Fault was for the washer and not the dryer ! Also the tech that came in was certified and didnt charge a dime! 
  

  The tech that came in from AI was great just that what was in the report was not accurate. 
  

  again the load and go is not working still even after the tech has been here. 
  

  I still have an ongoing issue with the washer that is not related to the one above. 
  

  what is the solution for a tech that came in and the problem persists I still have to pay how many times do I have to ask email phone to get answers, thins The fastest AI has ever responded. 
  

  Once again what your referring to when it comes to the washer is a fault that was the original complaint. 
  

  Hope AI helps resolve this issue. 
  

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

  Business response

  18/12/2024

  Hello,

  Again - we do understand that you are currently referring to the claim regarding your washing machine. You have one (1) no fault found visit for your washer and you have one (1) no fault found visit for your dryer (billed to us on 06/01/2023).

  We only cover one (1) no fault found visit *total* for each Plan. These appliances are under the same Plan - so the courtesy has been used.

  Every certified technician would provide a full professionally written diagnostic and report and require payment for their services.

  Once you receive this report you can send it to us at **************************************************** and an adjudicator will review. Without a report we cannot open another claim.

  This has been advised via e-mail multiple times.

  Please respond to one of your pre-existing threads and one of our adjudicator's or management will respond accordingly.

  Customer response

  18/12/2024

   
  Complaint: 22621483
  
  I am rejecting this response because:
  
  I was not aware of there being only 1 fault claim per machine ! Nor did anyone from AI let me know know this , the faults are put in place toet you AI Service know whats wrong with the machine I am not a technician. Therefore you you should know before sending a technician in so the person placing the claim is aware if they would have to pay or not ! But wait you aend the technician in he finds the fault then you say sorry now you have to pay ots not covered shouldn't you know what your service plan covers prior to the service call as you take about 10 o 15 days to get to me !! 
  

  In regards to the service person that came to my house this someone I know they did me a  favour at no charge I didn't ask for a report. 

  In any case I will reject your answer. I will not pay this claim as the info you provide is faulty. 
  

  Sincerely,
  

  
  ***** *****

• Initial Complaint

  22/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 23, 2021 I made the final payment on a purchase initiated on September 14, 2021 to purchase a ******* Refrigerator (Model RF23M8070SR) from CAS appliances with an extended warranty until October 8, 2025. On October 5, 2024 I submitted a claim to IA/WGI for repair. On October 10, 2024 I received acknowledgement of the claim and Claim Number: ********. On October 8, 2024 Champion Appliance Service attended our residence to assess the fridge and determined the compressor needed replacing. On October 25, 2024 we were told by *** E via email that a sealed system technician would be sent out to repair the fridge "shortly". On October 29 we were told *********** was again being asked to send out a repair technician. On Friday, November 1 we were given a new claim number #********.On November 7, 2024 *** *. a claims adjudicator for WGI communicated by email that we should find our own ******* approved sealed system certified technician to repair the unit. On Thursday, November 14 a certified ******* technician attended our house to inspect the refrigerator and reported on his invoice that the compressor was malfunctioning AND there was likely a restriction within the fridge tubing. The cost to replace the compressor was quoted at $500 + hst and the repair technician reported that before beginning the repair a waiver would need to be signed acknowledging that replacing the compressor was not likely to repair the unit due to the restriction. At this point we have been 6 weeks without a properly cooling fridge and a completely non-functional freezer. This repair quote was sent to WGI/iA by email at 2:23 pm on Thursday, November 14 requesting direction from WGI/iA asking them to accept responsibility for the $500+hst to replace the compressor, liability for the repair if it did not result in returned cooling function or to direct if they will be replacing the refrigerator. No response has been received. Calls on Nov 15, 19 & 21 did not lead to resolution.

  Business response

  22/11/2024

  Hello *******,

  Thank you for submitting your complaint.

  We do apologize for the delay. A response was sent to you earlier today to address your concerns.

  Please respond to this e-mail for immediate reply (within business hours).

  Best.

• Initial Complaint

  19/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a microwave over the range from Canadian appliance source and purchased extended warranty. In doing so, after a year this company deals with the warranty. I contacted them initially to advise that I had an issue. It took two days for it to go through and receive confirmation that I had a claim open. Then I had to wait another week for a date on when a technician would come out. Technician came and said they had to order parts. Then I had two wait two weeks for parts, once received then an extra two days for them to come fix it. Technician came and it could not be fixed, he told me I would need to get a new one, which he would advise the xompany. I waited a week for no updates, called technician and they said they already told insurance company with no response. I called insurance company and they said they go not info but they would escalate as it was only a call centre. I emailed and two days later called again with no updates from insurance m they said they would escalate again. I received an email stating they would be following up. Again no updates, so I called again and emailed again. It's been over a month with a microwave not working and no info. I tried to speak to a manager or supervisor or **** a complaint and there is no supervisor or complaint process.

  Business response

  20/11/2024

  Hello,

  Thank you for submitting your complaint.

  Your complaint has been answered via e-mail response.

  We have offered a replacement option as a courtesy. Please respond to the e-mail at your convenience.

  We appreciate the understanding regarding your claim.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  we purchased a dishwasher in NOV 2021 from *************** in which we also purchased the extended warranty. We have had issues with this dishwasher and now have had them out 3 times for the same issue and I have now opened a new claim. They have decided on the last time they were out that this was a "wear and tear" issue in which they replaced a hose that did not fix the issue and as the warranty states that if the issue is not fixed in 3 appointments and it must be the same complaint that they will replace the machine.I have reached out to the company and have sent email with video and pictures of the problem and phoned they do not have a supervisor available and said they only communicate through email my response to the email I had sent was to put in a new claim. I am at the end of my options and would like to report the company as they are not following through on their contract.

  Business response

  04/11/2024

  Good afternoon,

  Thank you for submitting your complaint.

  The lemon policy has not been fulfilled. As per the Plan, "requires covered service on three (3) separate occasions for the same component" - no part ("component") has been replaced more than once over the technician visit(s).

  If you are reporting that you are still having the same issue with your Dishwasher we can send another service technician out for you.
  
  If you wish to proceed please reply to the email that was sent to you today with your acknowledgment that any future claims on this appliance would be adjudicated as per your terms & conditions.

  Kind regards.

  Customer response

  21/11/2024

   
  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.

  Thank you for your email yes please close it as resolved as they are honoring the warranty 

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

• Initial Complaint

  21/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A claim regarding the malfunction "DRYER" was filed to the company for repair on July 29, 2024, claim number ********. A local company in ******* was assigned the case and a technician was sent to perform an assessment on August 01, 2024. The technician said it was the "control panel" issue and need a replacement. Since then, no update/follow-up from any parties, unless I actively call them. I have called for at least 5 times to the local company, and they kept saying waiting for part.Then I gave up and started contacting the iA Dealer Services (i.e., the warranty company), the said the case was deemed unrepairable and closed. They then reopened a new file (claim number ********), but I demanded to speak with management, everytime I was sent away and promised to receive a call back from management, however, those were never happened.After 3 attempts (last one on October 21, 2024), I gave up, and thus, this complaint. If the dryer was deemed non-repairable, a new dryer must be delivered for replacment. I have been without a dryer for almost 3 months, and the duration should be extended to the warranty period of this particular appliance in the warranty policy (calculated as the initial claim filling date and the repair/replacement completion date).

  Business response

  24/10/2024

  Hello,

  Thank you for submitting your complaint.

  We apologize for the delay. As per *******, part DC97-20007A is no longer available, and thus the unit is not repairable.

  A replacement cheque has been approved and you will be hearing from an adjudicator with the replacement details within 1-2 business days.

  Kind regards.

• Initial Complaint

  27/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Frigidaire Fridge Freezer from **************** in October 2021. Problems with freezer from outset, as the legs on new freezer were damaged, requiring a replacement. We purchased an extended warranty from IA (Service Plan ************). Invoices *********** August ****************************************************************** Service Pan contacted Premier Appliance, who initially advised they were aware of the problem, as there is a common occurrence with this model. Technician arrived and advised it was a different problem to the expected one as it was outside the freezer and he did not have the parts. Scheduled a second call. Same technician arrived, tried to rectify problem and then advised it was a burst hose inside the frame of the freezer, which could not be replaced. When I followed up with IA, I was advised the technician found the icemaker working - totally false. I then requested a different repair company attend to the problem.All subsequent calls and emails to IA Service have been unanswered.All I need is a working icemaker!

• Initial Complaint

  20/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we have purchased this extended warranty and the moment we went to use it, they have given us the run around. The service is only available during business hours yet they insist they need to be called before anything needs to be done. These scams need to be stopped so that people are not taken advantage of.

  Business response

  23/09/2024

  Hello ****,

  Thank you for reaching out.

  We would like to assist you but cannot find your Plan using the details you have provided. Please attach your Plan number or a copy of your purchasing invoice.

  Once we have the sufficient information we can pull your file up and assist you accordingly.

  Kind regards.

• Initial Complaint

  27/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am contacting the BBB to help resolve an issue I am having with a warranty company for my refrigerator. I contacted iA Service Plan Customer ********************** on July 31, 2024 to put in a claim. My refrigerator is not cooling (temp 11 degress s/b 2 degrees). Claim# ********. I was told because I live in a rural area to find a technician to repair the refrigerator and they would cover the cost of the technician. I contacted a local appliance repair technician and within 5 minutes of them being there they told me that they are unable to fix the fridge due to a sealed system which the technicians in our areas (we only have 2) are not qualified to open the unit. I asked the warranty company to provide me with a technician in the city. They told me to go back to the manufacturer (which I did and they told me that because the factory warranty is over I have to deal with the warranty company) - I have been dealing with them and they have told me that since I cannot find a technician in my area and the manufacturer cannot help that they are going to refund the policy. I don't want a refund I want them to replace my fridge. We purchased a 4 year extended warranty for this exact reason. This fridge is just 4 years old and now they expect us to purchase another fridge out of pocket. What is the purpose of purchasing a warranty if the warranty company wants to just give us back the money we spent on the warranty so they don't have to pay to repair/replace the unit. ****** was purchased through Canadian Appliance Source and I have also contacted them and they told me I have to go through the warranty company. I am a single mom who cannot afford to spend another $1000.00 + on a new fridge. That is why I purchased the extended warranty.

  Business response

  29/08/2024

  Good afternoon ******,

  Thank you for taking the time to write your complaint.

  We have reviewed your claim and communication history and must advise that as per the Terms & Conditions of your Plan, you are not yet eligible for a replacement.

  The following terms outline that in the case a product falls outside of the designated radius or is ineligible for onsite service for any other reason, it will be the sole responsibility of [the Plan owner] to arrange for transportation of the unit to an authorized service centre at Your cost.

  We have sent alternate options to you via e-mail regarding finding your own servicer/commuting your appliance into an area where there are servicers (where we would reimburse/pay for the service) or - to receive a refund of the warranty cost.

  If you have any questions please respond to the most recent e-mail sent by us (********) and our adjudicator's will assist to the best of their ability.

  Kind regards.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a W3 warranty I purchased with my dishwasher. The dishwasher was purchased at Coast appliance. Since my purchase in 2022 I have had 3 service calls out for my dishwasher. Each "contracted repair company" was sent by W3. Each tech gave us different contradictory advice and we have been given no solution to the issue that our dishwasher is not washing correctly. We are using it correctly. The issue escalated when *********** came out and claimed to fix issue. I believe he damaged my washer more and left. Upon requesting W3 send a different company out as I dont want previous back to try and fix what the broke. This new company also didn't do much - lectured me about the use and out right said i will not open this after I insisted I wanted him to check as I am certain previous tec damaged. He swore it would now work after his minimal efforts. I ran dishwasher and water did not drain and is still pooling. Long story short the dishes are comin gout dirtyier and the issue is worse then when i first filed a claim.

  Business response

  12/07/2024

  Hello,
  
  Thank you for reaching out.
  
  As per the terms and conditions of your extended warranty, the are two instances where we would replace an appliance:
  
  1. If the technician deems the appliance not repairable (i.e., electrical issue)
  2. If the *same part* has been replaced three (3) times and now requires a fourth (4th).
  
  Without having any of these situations occur (which is the case at this time), we cannot authorize a replacement however as you are reporting that you are having an issue with your appliance, we will send another service technician out for you.
  
  Please look out for an e-mail coming later today with appointment details.

  Customer response

  12/07/2024

   
  Complaint: 21968075
  
  I am rejecting this response because:
  
  

  June: one of the techs sent made the issue worse.

   

  July: second one (different company) refused to open it up .

  Send a tech! 
  

  however have them come and fully inspect. And I will cc my water bill as this issue has been going on for a month. Ive had to wash dishes by hand. Compensate me in your tardy nature of business which is costing me time and money. Nevermind distress to having to email your adjudicators- to no response. NO ONE on your team has reached out to several emails. 

  Id also like to remind you that you take responsibility of the quality of technicians when you contract them. One of them damaged my dishwasher further. I dont care if you make them pay for it. This is why businesses also have insurance- some one needs to own up to this and fix the situation asap. My next step is consultation with a lawyer for a small claims action. As you the contractors are all being negligent in your contracted service. 

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

  Business response

  12/07/2024

  Good afternoon,

  Thank you for your response.

  A new dispatch has been created and a technician will reach out to confirm your next appointment. You should receive an e-mail confirmation shortly.

  Kind regards.

  Customer response

  15/07/2024

   
  Complaint: 21968075
  
  I am rejecting this response because:

   

  I do not want this closed yet as a technician coming and doing a assessment is not the closing of this case. They need to provide clear and adequate steps forward beyond just having a technician come and look at the faulty device. Never mind the fact that no one has addressed the damage at the previous company did.
  
  Sincerely,
  
  ***********************

  Business response

  16/07/2024

  Good afternoon,

  Your file has not been closed on our side - your next dispatch has been scheduled and we await the report from this visit.

  Due to the nature of our business we rely on third parties to handle repairs; we always work with manufacturer authorized repair depots when possible as a measure of quality control.

  If there are concerns with a previous visit, the new technician would be able to diagnose previous damage. If there is evidence that damage has been done by a technician, we would investigate and contact the assigned technician.

  We appreciate your continued communication and hope to resolve this matter soon - hopefully with getting your appliance up and running.

  Kind regards.

  Customer response

  16/07/2024

   
  Complaint: 21968075
  
  I am rejecting this response because:

   

  I understand that you work with third-party other contractors. But my issue has been going on since June. And I am in the middle of July. I will be attaching my water bill as there seems to be no sense of urgency on having this matter resolved. I have a technician coming next Friday to assess, then, however, long it takes to correspond with you guys and to fix. Like I said this has been an ongoing issue for months. Please advise where I should send my water bill to be compensated for the time that is being wasted as of now. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought fridge 05/25/19 On Feb 6/2024 my left freezer door bracket jammed an wouldn't close. I contacted teppermans they directed me to extended warranty..i called and put in a claim. week an half later they sent a tech to fix, i could hear the compressor working hard to keep freezer cold with the door jammed open. They tighten a s**** on the bracket an said that was the problem . Apr 1/24 i called extended warranty again for the same issue. Apr 10/24 They sent a different technician from ****'s Appliances who took the front door off adjusted the bracket arms put it back together an it worked. This time only for a week and a half, an then jammed again. This whole time the compressor keep running I could hear it dripping water an sizzling and it kept landed on something hot. I inform them that the compressor was now sounding weird an not running right. Apr 18/24 the freezer door jammed again and wouldn't close. I called teppermans to make a complaint about the warranty company an there service technicians because they weren't fixing it properly and I was worried about my compressor because it was now making a weird noise trying to keep everything cold while the freezer door is open. They told me they would reach out to warranty company on my behalf. ***** Appliances finally ordered the left bracket. I continuely reached out to them to check on my service an when they could come. While waiting for them to come now On May 12/24 my compressor died an my fridge went hot. I lost everything so I called warranty company again to make another claim. So now they order a new compressor an left bracket. On May 21/24 a technician from ****'s Appliances installed a new compressor an bracket. I bought $720 new food an products to refill my fridge. The compressor worked all day Tues an died next day May 12/24. I called again to inform them an warranty company now tells me they won't move forward without the original receipt. May 27 I emailed receipt and haven't heard nothing since

  Business response

  05/06/2024

  Hello,

  Thank you for submitting your complaint. We are sorry that your appliance is still not working as intended.

  A new claim was created to get a technician to come out to diagnose and repair your fridge.

  When they have an appointment readily available you will receive a call from them.

  Kind regards.

*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. ↩