Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my home in 2023 and there was a home warranty attached to it. We used this warranty in April 2024 for our dishwasher which never fully worked. *** sent somebody out to look at the dishwasher and I had to pay $75 for the service call. The technician who came out told me he was going to recommend replacement of the dishwasher to the warranty company. The company agreed and told me that they would send me a check for $500. I called and spoke with them many times to confirm they had all my contact information correct. They ended up sending the check to the previous owner of the policy. I have been calling them since May *********************************** the check, but I keep getting the run around. I'll be told that it's in the mail, then the next time I call they say it wasn't sent. I will be told a supervisor will call me back to discuss but I never receive a call. I've been told it's been escalated multiple times but still no forward motion. I bought a new dishwasher as I was expecting to receive this money. My goal is to get them to send me the check for $500 that I should have received last year.

  Business response

  01/16/2025

  Dear Consumer,

  I do apologize for any inconvenience. Your situation is not standard practice for this company. I have personally escalated the check re-issue and ask that it be mailed Priority mail. When I receive tracking confirmation I will personally e-mail you. Again I am sincerely sorry for this issue. Once you receive the tracking number please mark this complaint as resolved.

  Respectfully,

  KDP
  Operations Manager
  

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had *** since 2022. There options are premier package or basic. I had their premier package since I started with them. When I went to go renew in November of this year2024, I asked for the same premier package I had before. On their website they list all the items included in the premier package (one of which is the septic and water line from house to street). It is still listed on their website the same from the day I bought the first policy in 2022. Yesterday December 26th ************************************************************************************************************************************************* that water line is not covered and that when I renewed their premium package(which states on their website to include water line) I would have had to add it as an optional add on now because of a new company that bought them. However i was not told this during the renewal process when I called so I went by what they had on their site and stated I wanted the SAME PREMIUM PACKAGE I HAD BEFORE. And again- if you were to go on to their site and look at their premium package it will show you whats included on a chart and water line and septic line are both on their. They are refusing to help we resolve this miscommunication and misrepresentation on their part even after I told them I would spend the extra add on price on top of the already higher price they are charging now for LESS SERVICES and calling it the same package. I told them I would like it to be corrected so that i am able to use it for my claim since it should have been active along with the rest of the policy from the day I renewed it in November 2024. They are claiming they cannot do anything and after requesting to speak to a supervisor or manager, I am left in the dark and still waiting on a call to resolve this issue.

  Business response

  01/06/2025

  Dear Consumer,

  I do apologize for any confusion. Since the transition we are no longer renewing *********** as the policy coverage is changing. I reviewed your account and you were renewed into a Porch Warranty Product.  A packet including your coverage document was sent to you on 11/26/2024. I have attached a copy of the document here as well which details your coverage. If you have coverage questions or issues please contact us at ************* for assistance.

  Respectfully,

  Manager
  

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May Concern,I am writing to file a formal complaint against *** regarding their complete failure to fulfill their contractual obligations and provide acceptable customer service. My claim, filed on March 15, 2024 (Claim Number: *******), remains unresolved as of November 21, 2024an unacceptable delay of more than eight months.Despite repeated assurances that my claim was approved in full, I was recently informed that it was only approved for $1,000, which is news to me. Furthermore:I was told that the check for the claim was sent but later informed it was lost in the mail.I was required to find a contractor to provide a quote, which I did, yet received no clear approval or follow-up after multiple emails and calls.Representatives repeatedly provided conflicting information about my claim status, and one representative hung up on my husband during a call. Yesterday, another representative, ****, remained silent on the phone and offered no assistance.This pattern of behavior demonstrates not only negligence but also what appears to be a deliberate effort to avoid honoring claims. A quick search reveals numerous complaints from other consumers describing similar issues, suggesting systemic misconduct by this company.I am a parent of a 9-month-old child, and the failure to resolve this issue has left my family without proper HVAC services in extreme temperatures for months. This level of incompetence and disregard for consumer welfare is inexcusable.I demand immediate resolution of this claim, including full payment as originally promised. I also ask that the BBB investigate this company for potential bad faith practices and notify other consumers of their troubling behavior.Thank you for your attention to this urgent matter. I trust the BBB will take action to hold this company accountable and ensure others are not subjected to the same

  Business response

  11/21/2024

  Dear Customer,

  After reviewing this claim I have found the following, Your claim was approved for $1107.00. The claim approval was based on the terms of your contract with us, " *** is only responsible for standard replacement costs of the failed part, even if the best option for the contract holder is full replacement." (pg. 19 #**) Meaning our Analyst use make and model number for parts replacement cost. Additionally, "Reimbursement rates for contractors not in RWS Contractor Network: up to $75.00 per hour ...." (Pg.19 #**), and " Refrigerant is covered up to $40.00 per pound." (Pg. 19 #**). The Analyst processed the claim per the terms of your contract. The amount covered came to $1107.00 which was explained to you on 9/23/20**, and again by a manager on 11/19/20**. The check was sent on 9/19/20**, and you informed us on 11/20/20** that check was not received, we escalated this issue to accounting to re-issue check once they trace to ensure it was not deposited. Please notate this complaint as resolved, we processed the claim per the terms of your contract and issued payment.
  

  Customer response

  11/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  You have referenced two dates on which you claim I was informed that the claim was only partially approved. This is unequivocally false. During my conversations with your representatives, I was explicitly told that the claim was approved for the full cost of replacing the necessary parts. Furthermore, the contractor you required me to contact has noted on their quote that the refrigerant needed for the repair is no longer legally available for purchase due to federal regulations.
  According to the ***'s 2020 Refrigerant Regulations, the production and import of R-22 refrigerant (commonly used in older ************* have been prohibited as part of the phaseout under the Clean Air Act Section 608. The regulations state:
  "As of January 1, 2020, the production and import of hydrochlorofluorocarbons (HCFC-22 or R-22) used in air conditioners and other refrigeration equipment will no longer be permitted. This phaseout is to protect the ozone layer and mitigate environmental harm."
  Given these federal restrictions, it is both impractical and illegal to repair my HVAC unit as you initially proposed. Replacement is the only feasible solution, and your companys warranty explicitly guarantees coverage for system failures that cannot be repaired. 
  Regards,
  
  Chelsealyn *********
  

  Customer response

  11/21/2024

  I am writing to formally request guidance on the next steps in resolving my ongoing issue with RWS Warranty Company. My experience with this company has been marked by severe mismanagement, misinformation, and what appears to be a complete disregard for ethical practices.
  I filed a claim (Claim Number: *******) with *** on March 15, 2024, regarding the failure of my HVAC system. Despite following all necessary procedures, including obtaining and submitting a contractors quote, the company has delayed resolution for over eight months, provided conflicting information, and now references incorrect and potentially fabricated calculations to avoid paying the full amount.
  Specifically, I would like clarification on who within RWS Warranty Company is responsible for breaking down claims and approving reimbursements. The company has cited two occasions on which I was allegedly informed of a partial approval. This is false. Their representatives assured me that my claim was approved for the full replacement amount.
  Additionally, the contractor explicitly noted in their quote that the refrigerant required for the repair is no longer legally available due to federal regulations. As of January 1, 2020, the *** prohibits the production and import of R-22 refrigerant, making it illegal to replace the parts of my current HVAC unit. Despite this, *** has refused to approve a replacement and continues to provide conflicting explanations about my claim.
  The lack of professionalism and transparency displayed by *** is not only unethical but also harmful. I would like to escalate this matter within the BBB system to hold the company accountable for their terrible practices. If necessary, I am prepared to provide all supporting documentation, including correspondence, contractor quotes, and regulatory citations, to substantiate my claims.
  Please advise on the next steps for escalation, and let me know if the BBB can investigate this matter further or facilitate communication with a higher authority within RWS Warranty Company.
  Thank you for your assistance in addressing this urgent matter. I look forward to your guidance.

  Customer response

  11/21/2024

  Below is an analysis of the average costs associated with the replacement of my HVAC system, as outlined in the contractors proposal:
  Equipment Costs:
  Condenser Unit (GrandAire, 14.3 SEER): $2,000$2,800
  Air Handler/Furnace (FMAHX3000BL): $1,200$1,800
  Thermostat (Honeywell): $150$300
  Subtotal for Equipment: $3,350$4,900
  Labor Costs:
  Removal and disposal of old system: $300$500
  Installation of new system: $1,200$2,000
  Refrigerant line replacement: $300$500
  Duct transitions and adjustments: $200$400
  Subtotal for Labor: $2,000$3,400
  Refrigerant Costs:
  New Refrigerant (R-410A): $100$200
  Miscellaneous Costs:
  Permit fees (if applicable): $100$300
  Total Average Cost: $5,500$7,250
  The contractors quoted price of $5,650 is reasonable and falls well within this industry standard.
  Legal and Practical Considerations
  The contractor explicitly noted in their proposal that the existing system relies on R-22 refrigerant, which has been banned for production or import by the *** since January 1, 2020, as part of the Clean Air Act (Section 608). Repairs to an R-22 system are no longer feasible or legal. Replacement is the only option to comply with federal law and restore HVAC functionality.
  By approving only $1,000an amount far below the cost of replacementyou are not only neglecting your contractual obligations but are also effectively denying coverage for a legal and practical necessity.

  Business response

  11/26/2024

  Hello,

  As previously explained to the consumer in regard to the claim # *******. The claim was processed per the terms of the contract. The contractor stated the issue was a leaking evaporator coil. We covered $640.00 for the evaporator coil which is the national average cost of the part for that unit. We covered $375.00 in labor cost at the rate stated in the the contract, and Freon of $240.00 per the rate stated in the contract. A check was sent to the customer on 09/19/2024 in the amount of $1107.00 for the repair. IF the customer wished to replace the unit she can take that amount and apply it to the new unit. Per the terms of the contract, " *** is only responsible for the replacement cost of the failed part, even if the best option for the Contract Holder is a replacement. Should the Contract Holder wish to replace the failed item, unit, or system, they may choose to receive the cash payment in lieu of repair." (Pg 19 #**) The cash payment for the repair was sent to the Contract holder to use toward the cost of replacing the unit should she see fit. We fulfilled our obligation per the terms of the contract.
  

  Customer response

  11/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Understood! Heres the revised response:
  
  
  Subject: Response to Claim #*******
  
  
  To Whom It May Concern,
  
  
  There are several critical issues with your explanation and proposed resolution for claim #*******:
  
  
  1. R-22 Refrigerant System Cannot Be Repaired
  
  
  My HVAC system uses R-22 refrigerant, which has been phased out by the *** as of January 1, 2020. Repairs or partial replacements involving R-22 refrigerant are no longer feasible or legal under federal law (EPA Clean Air Act, Section 608). Therefore, reimbursing for a part replacement is not a valid resolution.
  
  
  2. Incorrect Reimbursement Calculation
  
  
  Your calculation of $1,107 is inaccurate and does not reflect the actual costs of addressing the issue legally.
  Evaporator Coil: The $640 reimbursement is irrelevant since the contractor has stated that replacing the evaporator coil would not resolve the issue, as R-22 refrigerant is no longer available for use.
  Refrigerant: The reimbursement for $240 worth of R-22 refrigerant does not align with the law. This refrigerant is no longer legally produced or imported, and the small amount of reclaimed R-22 available on the market is far more expensive than your quoted rate.
  
  
  3. Contractors Professional Quote Ignored
  
  
  The contractor you required me to consult provided a professional quote of $5,650 for a system replacement. This includes costs for updated refrigerant lines, ductwork, and a compliant unit. Your reimbursement offer disregards this quote entirely and does not account for the realities of upgrading the system to meet legal standards.
  
  
  4. Payment Not Received
  
  
  Your claim that a check was sent on 9/19/2024 is incorrect. I have not received any payment. This demonstrates further issues with how this matter has been handled.
  
  
  5. Contract Limitations Do Not Override Legal Compliance
  
  
  While your contract states that *** is only responsible for part replacement, this clause does not absolve you of the responsibility to resolve issues in accordance with federal regulations. Since the R-22 system cannot legally or practically be repaired, a full system replacement is the only compliant solution.
  
  
  Resolution Needed
  
  
  I request that RWS reassess this claim based on the following:
  The legal requirement to replace my HVAC system due to the R-22 refrigerant phaseout.
  The contractors quote of $5,650, which reflects the true cost of resolving the issue.
  The fact that your reimbursement calculation does not reflect compliance with current laws or the real costs involved.
  
  
  I expect RWS to act in good faith and provide a resolution that adheres to both the terms of the contract and the legal standards governing HVAC repairs.
  
  Regards,
  
  Chelsealyn *********
  

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased new home in February 2024. At that time, my realtor provided me with an 18 month Premier Home Warranty through Residential Warranty Systems from Porch. To activate the contract, I had to provide them with a home inspection report. Which I did.The report showed some rust damage to the steam boiler, which provided heat and hot water. But the report also clearly stated that both the heating and hot water systems were operating as they should. A few months later, April 2024, The boiler stopped working. Had no heat or hot water. Had an independent heating contractor evaluate the system who said I needed a new boiler. Since the old boiler was an integrated system with hot water, they also recommended replacement of the hot water heater.Fortunately we had a second home we could live in to compensate for this. We got estimates and chose the least expensive. Got the system replaced in September 2024. I filed a claim with *** on September 24. Never heard anything from them until today. They said they would only reimburse me for the "aggregate amount", $1000. Checked the contract and this reimbursement only applies to preexisting conditions. This was NOT a preexisting condition and the inspection report documents this.I am demanding from them a full reimbursement minus the $150 deductible. Additionally, they have been very difficult to deal with. On other claims, they are slow to respond and reimburse. They delay and delay and then try to get out of paying anything. They are not reputable.

  Business response

  11/21/2024

  Dear Consumer,

  Upon Reviewing your account I found the following:

  Claim #:3260465 - Heating Claim - Opened 08/01/2024 - Approved and Closed 08/20/2024 -Invoice says parts were supplied - told HO we can reimburse him for the parts if he sends proof of purchase, Parts invoice not received paid out on labor invoice received.- Check mailed on 8/23/2024 for labor only $40.00
  

  Claim #: ******* - Garbage disposal - Opened 08/01/2024 - Requested Proof of repair as it was listed as not working in the home inspection report - received proof waiting on estimate for new repair - estimate never received tried to contact homeowner for follow up - Non-responsive.

  Claim #:3267395 - Electrical - Opened 08/30/2024 -  Electrical noted in home inspection report "HIR states "Visible evidence of k*** & tube wiring (Not Live)" "Wiring is improperly terminated at upper level bedroom closet.", - requested proof of repair - Received Proof on 10/09/2024 unable to open file - processed once all information was received on 10/28/2024 for $418.00 check mailed on 10/28/2024 - Re-opened on 11/14/2024 with additional information - currently being processed to see if additional coverage can be provided. 

  Claim #:3267410 - Water Heater - opened 08/30/2024 - Received invoice from homeowner on 10/7 unable to read/blurry requested additional copy - Received legible invoice on 11/18/2024 processed for maximum aggregate under contract of $1000.00 - Final approved 11/18/2024 should receive check within 2-3 weeks.

  Claim #: ******* - Plumbing - opened 5/14/2024 - Waiting on customer to send invoice no response - 6/25 customer calls and states he sent invoice, invoice was never received, gave him email again he will send invoice - Invoice received and processed on 7/08/2024 - Approved on 07/08/2024 for $340.00 check mailed 7/12/2024.

  Claim # ******* - Plumbing - Opened 4/22/2024 - Homeowner states he will get his own contractor on 4/24/2024 - Follow up to homeowner on 5/3/2024 No response - Follow up on 5/24/2024 HO states he will call us when he has it looked at in June and gets an estimate - 11/13/2024 No further contact from Homeowner on this claim - Non-responsive - re-open and process if invoice received.

  Claim # ******* - Stove - Opened 4/22/2024 - Invoice received and processed on 05/06/2024 - Claim approval for $360.00 - check mailed on 5/16/2024.

  To summarize it appears on all of your claims when you submitted invoices they were processed in a timely fashion. On the Boiler (water heater claim) the maximum aggregate per the terms of your contract is $1000.00 which is how it was processed. Your deductible is to be paid on each and every claim per the terms of your contract. Please note at this point all claims have been processed per the terms of your contract that we have received all required information on. Please review the claims that have not been processed and submit the documents needed to *********************************** so we can process and get them closed for you.
  

   

   

   

   

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Currently have a home warranty with RWS. Had our AC unit fail and opened a claim on July 17. After they couldnt send anyone out and had awful communication about it, I called and they let me schedule my own HVAC professional to come out. Had an HVAC professional come out on July 21st. We were told that the compressor failed and because the unit had discontinued R-22 refrigerant, we could not fix the compressor and needed to replace the unit. The unit is not repairable. I submitted the quote, which was for only $4,600. RWS did not once reach out to me during this claims process, theyd tell me theyd contact me the next day multiple times and never did. I had to make every call to get an update. Finally I was told my claim (*******) was approved for about $1,100. When I asked why it was not for the entire $4,600 I was told they only cover the cost to replace the broken part. This is NOT possible though. A replacement of the unit is the only option. Nowhere in my contract does it say they will not replace the unit when it is not repairable. It states the entire unit is covered and there is an HVAC limit of $10,000 which I am well under. They are not following their contracts.

  Business response

  08/05/2024

  Dear Customer,

  Please see additional terms and conditions number 14 on page 15 of the contract. It States, "RWS is only responsible for standard replacement costs of the failed part, even if the best option for the contract holder is a full replacement. Should the contract holder wish to replace the failed item, unit, or system, they may choose to receive a cash payment or allowance in lieu of repair." You received the maximum allowed for the failure under the terms of your contract, the contract also states in number 7, " RWS reserves the right to make a cash payment to the Contract Holder in Lieu of repair/replacement for the defective part." Finally, regarding the contractor used under number 10, " RWS is not the servicing contractor; all RWS network contractors are independent." We make every reasonable effort to assign a contractor to every claim however, in situations where a contractor cannot be located for the plan holder it is the responsibility of the Plan holder to find a contractor. The ****** is a max ********* for all repairs throughout the duration of your policy not per claim. If you have any additional questions please let us know.
  

  Customer response

  08/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  While I completely understand not replacing and prioritizing fixing since that is the cheapest option, that is not an option here. Your company only covered for a repair that isnt possible. It would not leave us with an operable AC unit. It does not solve our problem. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We entered into a residential services warranty contract #********* with RWS on two separate occasions we filed claims with the company for warrantied repair of home appliances. On both instances RWS was unable to find contractors willing to work with them - on instances where they did locate a service technician willing to work with them, the technicians would find out that RWS was involved and would demand up front payment for parts because RWS has a history of not reimbursing them. My current claim ******* has still been unrepaired. The company is also retaining technicians with an F BBB rating and a history of operating scams against warranty clients. The current technician they assigned is Amazing Appliance Repair @ ************, who again has multiple BBB complaints, operating at an F rating and has been accused of running scams. Needless to say I have zero confidence in letting this person into my home - but it doesn't matter because neither the technician nor RWS has followed up to ensure the claim is repaired and processed. I would like a full refund of my policy since RWS has failed to perform its duties under the contract.

  Business response

  06/26/2024

  Hello,

  Unfortunately, we work with contractors who are independent of our company, however I reviewed your claim and it has been sent for processing. If you wish to cancel the policy please contact us by phone and the cancellation department will be happy to assist.
  

  Customer response

  06/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The business still has not made any good faith effort to resolve the claim or find a reputable technician who can resolve the repair.  I ask that the business contact a licensed and bonded technician instead of a fly by night scan artist to conduct the repair.  I would like my appliance fixed as per the conditions of the purchased warranty
  
  Regards,
  
  *********************************
  

  Business response

  07/10/2024

  Dear Customer,

  A payment for the maximum aggregate of $500.00 for the appliance was sent to you on 06/28/2024 per your terms of coverage.
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  two and a half years of paying them since we bought the house. We have put in our first and only claim, and just like all the reviews say for this company, nothing has happened. They sent out a company that lied and was going to fix the wrong issue on the ac. Now I call and call, and they keep saying they are looking for someone to send out. My 16 year old *********************** is on the verge of dying, and my wife woke up choking and could not breath. It is 84 degrees in my house. They do nothing but keep saying it's been escalated and they will call me, but nothing happens. In Total its been 32 days now with no ac.

  Business response

  06/26/2024

  Hello,

  We received your complaint can you please respond with a policy number or claim number so I may further assist you.
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I purchased an 18-month home warranty from *** on March 31, 2023. The policy number for the warranty is #*********. On June 4, 2024, we submitted two claims (claims # ******* and #*******) for a total of $206.70. One claim is for $100.00 for a fix of our garbage disposal and $206.70 for a broken chain on our garage door. Both claims are squarely within the four corners of our warranty agreement with ***. Over the last two weeks, I have been told by three different *** employees over the phone that they would be in contact with me "within 72 hours" to resolve the matter. I have not heard back from *** a single time. I have also emailed documentation of our claims only to receive a "Message Blocked" message from the *** email address I was instructed to email. I plan to contact the ************************ on this matter as well. Sincerely, *** and *********************

  Business response

  06/26/2024

  Hello,

  I am very sorry your experience has been troubled. In light of the delay and inconvenience, although the repairs listed in the invoices were non-covered items, I have approved both claims the garbage disposal for the full ****** and the Garage door for the total invoice minus the ***** service call fee. I personally approved them and sent them to accounting. You should receive your checks within the next two weeks. Please **** this as resolved.
  

  Customer response

  06/27/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. However, I will add that RWS's response that the items submitted were "non-covered" to be inaccurate. They both are squarely within the four-corners of the warranty.
  
  
  

  Regards,

  ***************************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called on May 2nd and opened a claim for a failed HVAC system (Heat and AC), claim # ******* and was offered an option to hire a contractor and submit a claim for reimbursement later. Per contractor, unit was not repairable, parts were not available, and given its age, replacement was the only option. Replacement cost was $12500. The contractor submitted invoice to RWS on May 16, and cost of repairs would have been $11,489. I emailed RWS on May 24 and called on June 3 to follow up. After talking to a representative, I learned that RWS filed the claim for a wrong property with higher deductibles (I have 2 contracts with them), charged multiple deductibles per item and did not price broken parts accordingly. Representative promised to check everything one more time, talk to the contractor and call me back next day. Of course, she did not. There is no transparency in policy what is covered and how much, looks like everything is negotiable, and since the Simple plan shows an aggregate limit of $10,000 for HVAC, thats what I expect to receive (minus $75 deductible). Thanks

  Business response

  06/26/2024

  Hello,

  We received your complaint. After review please not that you were given the maximum amount allowed under your policy and the check was mailed 6/7/2024. The reason for two service call fees is the invoice sent to us showed two failures, the plan states that the fee will be charged for each failure. Additionally the plan states that we are responsible for the cost of parts and labor to repair, not replacement cost. If you have any additional questions please feel free to contact us.
  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My house is under their 90 day and the *** warranty and it appears that it has a structural problem. The company after several deliberate delays and ignoring emails and calls agreed to pay 1800 from the quoted ***** to fix the problem. The company on purpose tried to misinterpret what the professional that gave the quote said (13 beams costing 900 each was misinterpreted that I only need two beams). After they I spoke and they spoke to the professional I have proof that they understood the mistake. However after that they switched their argument that the 90 days warranty comes first and they wont cover me with the *** warranty. 90 days cover 2000 while *** covers 5000. Since then(April 2024) I have sent several emails that have been blatantly ignored explaining that the contract of *** starts the same day as the 90 day, as well as that in the 90 day they say in the contract that this warranty can be used last(after every other warranty has been used). This company is impossible to deal with horrible practices and terrible communication. I am looking for a resolution within BBB before I have to take them to small court claims(get paid the 5000 from ***) Note that they are headquartered in ******* even though they do business in ******* which makes it more difficult to take them to small claims court.

  Business response

  06/26/2024

  Hello,

  I am sorry for your circumstance. We do not offer the *** Structural. We no longer service any inspection related claims. Please contact *********************** to resolve this issue.
  

*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. ↩