Complaints

This profile includes complaints for Blue Ribbon Home Warranty, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Blue Ribbon Home Warranty, Inc.

  95 S Wadsworth Blvd Lakewood, CO 80226-1513

  
• 

  Blue Ribbon Home Warranty Inc

  Fort Collins area Fort Collins, CO 80525

  
• 

  Blue Ribbon Home Warranty, Inc.

  PO Box 36241 Denver, CO 80236-0241

  
• 

  Blue Ribbon Home Warranty, Inc.

  Non-Published Colorado Springs, CO 80920

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted Blue Ribbon Home Warranty regarding an issue with our garage door opener twice - once on March 18, 2025 and again today May 14, 2025. Both times we have been told by their vendor, Overhead Door, that there is an issue with payment of invoices by Blue Ribbon - so we cannot get services. The March 19 issue was supposedly corrected and Overhead Door finally came out and fixed the problem with our opener. We were basically held hostage due to a disagreement between Blue Ribbon and Overhead Door. We are experiencing the same garage door issue today - and AGAIN we cannot get assistance due to a continues disagreement between the two companies. We are senior citizens PAYING for a home warranty that covers our garage door opener (among other things) - but the two companies are placing us - the PAYING CUSTOMER in the middle. Blue ********************** is taking our monthly premium in bad faith. A customer should NEVER be placed in the middle of a dispute between a home warranty company and their contracted vendor. This is NOT why we pay for a warranty. Basically - same story two months apart. Blue Ribbon needs to pay their bills or find another vendor. Our door is stuck open now. We will manually close it - but need to leave our vehicle outside exposed. Again - we are senior citizens. They are opening us up to potential thievery and safety issues. The opener obviously needs to be replaced and if we need to do it outside the home warranty, legal action will be taken against Blue Ribbon for breach of contract.

  

  Business Response

  Date: 05/15/2025

  We pride ourselves in paying our invoices on time.  There have been issues in the past with the mail and with the Vendor, not calling us for authorization and preforming non-covered repairs or replacements and then billing us for those repairs or replacements.  When this happens, we inform the Vendor they need to collect from the customer/homeowner as the service performed was not covered by the Warranty Contract and no authorization was given by **** to perform the non-covered Service.   Then this kind of thing happens.  The Vendor Blocks sending our requests from **** for Service of our Customers and we aren't even aware until something like this happens.  I have spoken with our Vendor and was assured the problem is being taken care of and was told by a Manager that Service was dispatched in both cases in question.  In my opinion, it is unprofessional for a Company to tell a mutual customer that their ****************** Company is not paying their bills, especially when circumstances may be that the Vendor making those allegations may have performed an unauthorized non-covered Service and is holding the Warranty Company Accountable for the Vendor's Employee's error!  This customer has been and is being taken care of.  The Vendor was upset because on the March Claim, the customer continued to call them to the point of harassment, in their opinion.  They had already set up the claim and were dispatching it.  

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23331094
  
  I am rejecting this response because:
  The response seems to be pointing finger at us. We, by no means gave EVER contacted Overhead Door regarding a nonpayment or harassed them for anything having to do with Blue Ribbon. We contacted Blue Ribbon both times we had an issue with our opener. We were told BOTH time by Blue Ribbon that they contacted Overhead Door and would be hearing from them. When we did not hear from Overhead Door, we called them. They told us there was a hold on Blue Ribbons account and until it was handled, they would NOT put is on the schedule. We then contacted Blue Ribbon again. Saying we called Overhead Door to the point of harassment is a blatant lie.
  

  Overhead Door did finally come out today, 5/15, and fixed our issue. Blue Ribbon covered the repair, as well as our usual copay - which we appreciate. HOWEVER, Blue Ribbon owes us an apology and correction to their response for saying we harassed Overhead Door. This is completely untrue and slander on their part. And yes - we agree it is unprofessional for a vendor to tell a mutual customer that there is a nonpayment issue, but what are they supposed to say? In our opinion, a complete runaround by both companies - which is not why we are paying for a home warranty. 

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

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last June I contacted my home warranty company regarding my HVAC not properly cooling my home. The scheduled a tech visit. Their tech AT FIRST said the issue was with the "mother board." He said it wasn't needed and bypassing it would fix everything. He said that service was covered by my warranty. While he was upstairs doing the work, he got onto a long phone call. When he came back to me after hanging up, he looked visibly uncomfortable. He was very sorry, he said, and that, in fact, it was not the mother board at issue, but that the problem was caused by a "clog in the coil" and that THAT was specifically NOT covered by my warranty. He was very sorry, kept apologizing but there was "nothing he could do," and he left the house with a still non functioning system, and no advice on how to repair it, who to contact, etc.I contacted my handyman, a certified building inspector with HVAC experience. He brought in his certified HVAC technician. He then performed several fixes to have the system up and running properly, NONE of which involved a "clog in the coil," which both of them told me did not exist, had not existed, end of story. Additionally, they had to FIX the wiring the warranty co tech severed, wiring it properly back through the mother board. They said it should NOT have been snipped and bypassed like that. The system has worked fine since then; total repairs came to $1150.I called the warranty company for reconsideration on the repair costs I paid out of pocket, since the issue was not a clogged coil or an "uncovered" issue. I sent in the invoice per their request and was repeatedly promised the service manager, J ******, would follow up. He did not, EVER, after months and maybe 7-8 calls, as I became increasingly upset. Only after my last call, when I expressed this was starting to feel deliberately dishonest, like fraud and evasion, did I receive an email. That email was unfactual and promised follow up in 5 days, which did not occur.

  

  Business Response

  Date: 11/21/2024

  I am very sorry for the circumstances regarding this complaint.  We absolutely have some issues with the Complaint.  First problem, This contract is on Claim Hold because the Customer has only paid for 7 months of a 24 month Plan.  It was initiated in September of 2023 and only $405.13 has been remitted.  That covers the property through April 2024.  This claim was filed in May of 2024 and was serviced as we allow time to catch up on payments.  No effort has been made, since that time, to become current on payments.  So, the warranty, at this time, is not active. We did pay that claim in May, which is in dispute at this time.  Second problem, from the information provided by the invoice from outside of our Service providers, it is alleged that our Service Provider was in error in his diagnosis and actions taken to attempt repair.  I made efforts to contact the customers Technician, which is outside our vetted providers, and there is no telephone number or address associated with her provider.  The tech remains unreachable for discussion of what he found.  That is a problem.  Third, the invoice provided by the customer has an amount on it and a Blank page for all the payment information... it is left blank.  This is not a receipt.  Nothing shows this invoice was paid or is even a legitimate invoice.  No contact information whatsoever.  I would be inclined to offer a partial reimbursement if the Customer can provide and itemized paid receipt showing the costs of the components replaced so we could determine a potential amount of a reimbursement, but, only if the Policy is paid at least through this current month.  My preference would be "Paid in Full" as the customer has already received benefit in excess of what has been paid in premium so far.  She has paid $405.13 covering through April 2024 and we have paid out $503.50 in claims.  By contract, the fact that the customer has chosen not to keep the Plan current, there is no coverage.  Unless the customer chooses to change that and pay the policy, we would not be making any reimbursement even if we did receive a proper receipt showing it was paid and the cost of each component replaced.  It is our Technician's position that there was nothing wrong with the Contactor or the Capacitor that were replaced. They were fine when tested.  

  If the customer pays the Policy in full and submits and itemized receipt showing "paid", we will revisit this issue and offer a partial reimbursement based on the control board cost, not the other components that were pre-emptively replaced. If the customer chooses not to do this, we consider this matter closed.  It also would be nice to have the customer's provider's contact information for discussion of the issues and reasons for replacing the other components. Without this information, I can't reimburse for parts replaced without explanation.  

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22582541
  
  I am rejecting this response because:

  9/12/23 I submitted my warranty application and paid the $75 Application fee.

  11.14.23 We selected my plan and I moved forward. My first installment WAS NOT DUE until 3.12.24. 

  On 3.05.24 I paid that installment, early.
  

  The next installment would not be invoiced or due until 8.15.24.
  

  During that period in between, in June, 2024, is when the service call for my AC was made, when the events described in this complaint occurred, and the company has not returned my calls for the ensuing months.

  - The repair their technician made did not fix the system, there was still no cooling, AND he damaged my wiring for no apparent reason.
  - The repairs made by my contractor DID fix the system, which works fine now. So, whatever my contractor did, IS what should have been done by theirs during the service call.
  - It appears they did not want to cover and pay for that series of repairs to restore the system, (perhaps because, to their point, my repairs would have exceeded my premium payments at that point. But that's not how a warranty should work.) Instead, it seems, they instructed their tech on that long phone call to misrepresent the cause as something not covered (i.e. the clogged coil, which I later found to be 100% false.)
  

  I initially called - not upset - just to inquire if thered been a mistake and how we might proceed given their diagnosis had proven incorrect, and the repairs were issues that might, in fact, be covered by my policy. It was the literal MONTHS of non-response, and repeated failure to return calls or connect to resolve in any way, that caused mounting concern that this had been done deliberately, with the intent to evade the repair costs through fraudulent misrepresentation of the actual issues.
  

  At no time prior to now - (and only in their response to my BBB complaint)-  did they ask for ANY additional details on the invoice, contact info for my contractor, evidence of my payment to that contractor, etc. -  NOTHING. Not a single call, voicemail or email was responded to, despite repeated promises J ****** would follow up. For 5 months, the person on the phone would put me off, promising a call from Mr. ******* then: 100% silence and evasion, until I filed this BBB complaint.
  

  So, no, the 8.15.24 invoice has not yet been paid. As their continued silence and evasion occurred, and the appearance of outright fraud was materializing - why would I send them more money???
  

  At this point, if the policy is not current, perhaps theyd rather just reimburse the portion I paid to repair what their tech damaged (the inexplicably severed/bypassed wiring); and we discontinue our relationship. (To their point, my contractor did not itemize each line item for separate time/parts, etc.; so I would need to ask him to revisit the invoice and let me know just the portion for that part of the repair.)
  

  OR, I can pay what is owed to become current again, but not until AFTER they make right the botched/dishonestly handled service call in June and all that has occurred through now, by reimbursing my out of pocket cost for that service in full. 

  Given what appears to have been their pattern of either dishonestly or incompetence - (either is deeply concerning) - Id probably prefer the former to the latter option at this point.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a home warranty for my property at ********************************************************************, which is tenant occupied. Recently, the Air conditioning stopped working and I filed a claim with Blue Ribbon. They sent a contractor out and gave their input to Blue Ribbon. I spoke to the technician and he told me that the failure was due to aging of the system. Blue ribbon denied the claim on basis of lack of maintenance of the system. I escalated my disagreement and after several attempts and several days, I was able to talk to the supervisor, Desire, who told me that the condenser failed due to debris in the unit, so they won't cover the damage. This is in contradiction to the report the technician wrote up. Desire refused to provide her last name. I would like to be compensated for the cost of replacement of the ** unit, which would cost $$5,740. Thank you for your help

  

  Business Response

  Date: 06/27/2024

  I spoke with the Homeowner after escalation.  He sent me an email today advising me he had filed a complaint with the BBB after the interaction with our Service Supervisor.  He informed me he was retracting his complaint.  He is satisfied with his interaction with the General Manager.  I believe this complaint can be closed as answered satisfactorily.  

  Customer Answer

  Date: 06/27/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an older home in ************** on Feb. 3, 2023. Prior to purchase I expressed concerns regarding age of Furnace. I was reassured by Realtor and previous owners that this warranty would cover it if it failed. I have been in my home for 10 months and the furnace stopped working on 11/29/23. I followed protocol for filing claim and the **** gentleman that came out got it running however some of the parts needed are no longer available due to age of unit and would need to be replaced at a cost of *******. I reported this the Blue Ribbon, provided inspection report that stated it was in good working condition without issue to just be sure to service yearly. That would mean 1 year from Feb3, 2023. Blue Ribbon is now saying they want prior service records, which I would not have or be able to obtain from prior homeowners. They do not want to cover the replacement and it is fraudulent business practice and I'm reporting them. I've had 1 other issue with my plumbing within 3 weeks of move in that they did nothing to help. Why even have this warranty and paid out by previous owner at approximately 2500.00-3k for 14 months if they aren't covering what it states it should?I paid a ******* bill for plumbing and will now have to pay 6k in heating and the 2500-3k for the warranty. I want them to replace the Furnace

  

  Business Response

  Date: 12/01/2023

  I've attached the page from the Inspection of the furnace noted to be a **** model with a life expectancy of roughly 20 years. So this furnace is over 40 years old, two lifetimes.  It asked to have it fully evaluated as you can see. Our contract, attached by the Complainant notes under Exclusions and Limitations of Liability item 3. that **** has no liability to cover an item if parts are NLA.  This furnace needs 3 different parts, the gas valve, pressure switch and ignition module, among the parts that are NLA. By Contract, **** has no liability. There is no coverage for Parts NLA. However, in the interest of Customer satisfaction, we offered 50% of the available coverage to help the customer replace the Appliance. $1,000.  That is $1,000 more than we have to offer.   I would also like to note the customer suggested they paid $2500 to $3,000 for the **** Warranty.  The actual price was $419 which according to our records was paid by the Seller.  It would appear not all the information in the complaint is factual and the customer did not read their **********************.  Once again, **** has gone above and beyond for the customer and the customer has not acknowledged the gift we are offering. The offer of $1,000 toward replacement is still on the table, unless the Customer wishes to reject it and cover all costs themselves, which is what the warranty says is the case. Thank you for your review and understanding.  

  Customer Answer

  Date: 12/01/2023

  What **** the ** has stated is clearly this, verbal only. I have not received any formal written communication to what he is saying, therefore what he stated is less and once I pay out for the furnace with nothing in writing they have to pay ZERO!

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20940142
  
  I am rejecting this response because:

   

  What they've said is purely verbal, nothing in writing and contracts need written communication so currently that is lip service and nothing more. I requested that a written email be provided to those verbal statements and have recieved nothing thus far. Making the statements inaccurate and false. 

  information i was provided wase more than 419 dpllars and also was told it would absolutely cover an older unit. That was discussed by sellers and myself so somebody in this circle is lying about what warranties will or will not cover and convenient for Blue Ribbon to take money, make inaccurate statements and tell you they are covering 1k of the cost as a "gift" with absolutely nothing in writing from them to myself!

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

  

  Business Response

  Date: 12/07/2023

  *******, I spoke directly to ****** and she said she wished to correct her complaint inaccuracies.  It seems she still rejected our response yet, if you view the emails attached, she agreed it was not BRHW that lied to her, yet her rejection above doesn't say that. We went above and beyond our contract to give her a "gift" of $1,000 toward her appliance replacement.  I agree she was lied to by the Realtor and the Seller, perhaps the unwittingly did so, however, **** did not lie to her and gave her a generous gift, yet, it still seems like she is disparaging us. We didn't hurt her. We helped her, even when we didn't have to and even though she continues to disparage us.  A bit disconcerting and not what I would get the sense of from her emailed responses attached above. I guess the saying is true, "No good deed goes unpunished!"  

  Customer Answer

  Date: 12/07/2023

  The problem is not with Blue Ribbon they reached out and helped though they did not have to with the contract so it is appropriated, however ***************************** Downtown ****** office and ************************* did a huge disservice to myself and was NOT in my best interest as the buyer. He should of listened to my original argument and what I stated as the age of the furnace and get it replace, but was told oh no this warranty will take care of it, the sellers will pay for the warranty and now I'm stuck with a 6k bill and nothing from my agent! You will see a formal complaint filed against them soon enough!

  So disappointing and word to the wise they look out for what money they will get from the transaction and forget you! Nobody pays in the end but the buyer because this is no morals or ethics with real estate any longer 

• Initial Complaint

  Date:10/27/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying on my home warranty for many years. My oven/range broke and blue ribbon has refused to fix it. It clearly shows on the first page that oven/range are covered under the plan. The company has denied my request because the range has glass in it. I have emailed and called many times. They always tell me to talk to the service manager but he never calls back

  

  Business Response

  Date: 10/30/2023

  I've reviewed the Complaint dated 8/27/2023.  I see in our records, our Service Personnel responded to the customer that glass stovetops are not covered.  It is in the "Appliances" Section of the contract after the "Excluded:" Clocks or self-cleaning mechanisms, (Unless it affects the function of the oven), timers, rotisseries, meat probes, interior lining, door glass, tubs, water reservoirs, refrigerant and refrigerant recapture, linear compressors, ceramic and glass stove tops, sensi-heat burners...   and it goes on from there with other items not covered or excluded.  It is irrelevant how it cracked, it isn't covered. I'll call the customer and explain also.  

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20792792
  
  I am rejecting this response because:

  It clearly states in your brochure that oven/ranges are covered under the plan.  I have attached your coverage to show you and the BBB this fact. Also,  During the inspection you conducted to get my warranty, the representative told me that everything in my house was covered with no problems.  This included my oven/range. 

  Sincerely,
  

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

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BLHW fought me for well over a month, dragging their feet and dodging my messages so as to not deal with my case. I had a valid claim I was attempting to file on my AC and Furnace since the AC died and the furnace was far out of spec when a qualified HVAC contractor checked the system which was noted as operational with no visible defects during the original home inspection. The contract states the prior as stipulations for a covered issue, yet the company refused to pay me out and instead opted to simply send me a reimbursal check for the cost of the original plan. Based on a technicality in ambient outside temperature during the home inspection, I was willing to concede to the AC unit not being qualified for coverage, but the furnace absolutely would still be covered, which is why I beleive they continued to dodge acknowledgement of the furnace issue during communications.
  
  I ended up covering the full cost of the system replacement personally as it was unbearable to continue leaving the house and inhabitants without AC during weeks of 90+ degree weather.
  
  Total cost: $8,250
  Furnace: $3,450
  AC: $4,800

  

  Business Response

  Date: 09/27/2023

  This customer clearly did not read the warranty.  He is seeking full reimbursement when per our Exclusions and Limitations of Liability item 12. Lists maximums for appliances.  Either way, I've attached correspondence between our Service Manager and the inspector because the first report submitted listed multiple defects on the furnace and called for repair or replacement. Then the Customer submitted a second report of the same date, time etc. with no notations from the inspector stating he submitted the wrong report initially and, wonder of wonders, the verbiage that noted "Multiple defects" was changed to "good and safe working order at the time of inspection" exactly the wording in our contract!  Although, it was still listed as repair or replace and in need of certification.  Per our contract, Cancellation and Transfer Item 1.  Company may declare the contract void:  a. in the event of fraud or material misrepresentation by Seller, Buyer, Investor, Realtor, or any Representatives of any fact or circumstance relating to the systems or appliances covered by this contract...

  The same page is attached for two different submissions of the inspection report where verbiage has been changed to reflect the wording in our contract for coverage.  We've seen this before and our decision was to refund the full Price paid for the warranty even though by contract we could have kept the premium and declared the contract void.  We chose to refund the full amount paid.  This was done back in July of 2023.  Seems like this customer waited a while before complaining to BBB.  You can look at the documentation for yourself and see the circled parts same page from two different reports submitted with verbiage changed.  We choose not to accept contracts with this type of discrepancy present.  We already refunded the policy premium. We will not be taking any other action. 

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We requested a Home Warranty when purchasing our home and Blue Ribbon was the company selected. We didn't have any claims in our first year of home ownership, but we had old appliances that we figured should be covered with a home warranty so we renewed for a second year. In the second year, we were told by a company directed to us by Blue Ribbon, who Blue Ribbon insisted was licensed and insured, that our furnace was unsafe to operate and it needed to be replaced. We were told that the furnace would not be warrantied based on corrosion, which is not covered by the warranty, after looking at the exclusions, I am not sure there is a scenario in which the warranty would have applied. We decided to move forward with the company that Blue Ribbon directed us to, and started the process. After starting the process, this company went bankrupt and we were left without a finished project. This left us without air conditioning for more than 2-weeks in the middle of August. We tried to contact the HVAC company first, but after many calls and emails went unanswered, I went to Blue Ribbon for assistance. Blue Ribbon had said they tried to contact the HVAC company, and filed a complaint (I have no record or proof of this) but Blue Ribbon did not do anything else to help remedy the situation. Blue Ribbon stated that they could not confirm that the HVAC company went bankrupt, and until they heard back from them they could not help us. We were in charge of finding another company to finish the work on our own. Since we had gotten our job finished, I have looked into the licensing of this HVAC company, and I found that they have not been licensed to work in ******** since January of 2022, long before we had our issue diagnosed and the work was started. It appears there was no due diligence in ensuring Blue Ribbons partnered companies were actually licensed and insured.

  

  Business Response

  Date: 09/01/2023

  I have reviewed this complaint and investigated the allegations.  This is truly a regrettable situation. I cannot confirm or deny the bankruptcy claim. It is hearsay at this time. However, in the interest of helping the customer get resolution as quickly as possible, this has been presented to the Management and a decision made to refund the full contract amount shown in their attachment.  

  Customer Answer

  Date: 09/13/2023

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

  At no point have I been furnished with any refund or
  compensation from your company “Blue Ribbon” or any of its subsidiaries. No
  refund has been provided, thus; it has not been issued per your previous
  response. After a full request of documents, I have now gathered an itemized
  amount of services rendered and coverage from the company “Blue Ribbon” for the
  years of 2021-2023 totaling in $904, you should now be able to see these
  reflected in the complaint. The total that should be refunded to me should be
  for the entirety of the services received and rendered by your company due to
  lack of licensed services during our covered period. At no time since our
  coverage began with “blue ribbon” was “******** ******* *******” licensed to
  work in the City of ********. You mention the clause “in good faith” numerous
  times in your response to my complaint yet never once provided a licensed
  contractor to complete a necessary repair for my home. It causes me great
  concern and pause how many other people may have fallen victim to lackadaisical
  and reckless services from your company. Due to this lack of investigation on
  “Blue Ribbon’s” behalf my household was left without any form of centralized
  cooling or heat for weeks. The company went bankrupt and left me in worse shape
  than when I came to “Blue Ribbon”, my home warranty, for aid. This
  is why I am asking for the full return of investment in “Blue Ribbon” for years
  2021-2023. At no point could ******** ******* ******* (who your company ensured was
  licensed and insured) have performed services for me (or anyone else) from
  January 2022, on. I have paid out of pocket to reconcile damages accrued by
  using said contractor referred to by “Blue Ribbon”. I am simply asking for my
  money back for my coverage and not the additional expenses accrued by these
  series of insurmountably frustrating events. This is what I call “in good
  faith”. I merely am asking to be made close to whole after this debacle and
  even the blithe allusion that I am trying scam or charlatan you for more money
  is offensive. Lack of remitted refund in full shall result in opening a case
  with the Federal Trade Commission and the Colorado State Attorney General’s
  Office.
  
  
  
  Sincerely,
  
  
  
  ******* **********

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had two issues with major appliances that were supposedly covered by this companies home warranty policy, and when I called to file a claim I was told that the issues were not covered. Then, when I called and asked for a refund of *********, the manager **** told me that they would give me a prorated refund minus 10% of the amount I was owed for an "Administrative Fee". This company is a total scam and I would never refer anyone to them. I want a full refund.

  

  Business Response

  Date: 05/24/2023

  I'm sorry this customer chose to refer to our Company as a scam.  If he had read his contract, it clearly states ("...items to be covered must be in good and safe working order at the time coverage starts...)  He did turn in his inspection report as requested and it clearly stated in the report on page 28 of 72, that the dishwasher seal was leaking along with other concerns for the dishwasher and that a qualified professional should be contacted to replace the seal and properly secure the appliance for safety reasons... As far as the Air Conditioner is concerned, on page 53 of 72 there is a red highlighted box stating "Major Concern"  "...Due to multiple problems, the air conditioner should be evaluated and repaired/replaced as necessary by a licensed HVAC Contractor..."  It also states it was too cold to safely test the appliance as the temperature should be above 65 degrees for 24 hours prior to testing.  It was done in February of 2023.  Too cold.  Unfortunately, many people see the warranty as a "fix all" for anything wrong with systems and appliances at the time of purchase.  This is not how any home warranty works.  If the items are already in good and safe working order, yes, the warranty will repair/replace per the terms of the contract if those systems/appliances/items were in good and safe working order at the start of the policy, when they become inoperable due to normal wear and tear mechanical failure.  That was not the case in this situation.  These items were both noted on the inspection  and no receipts showing proof of repair or replacement were offered at the time service was requested.  Hence, by contract, these items were denied.  The Contract also addresses the pro-rata refund in the event of cancellation.  Processing applications incurs expenses, materials, employees, time, resources etc.  All "overhead" to do business.  We had a time when people would order the warranty, have contract paid for at closing only to have the buyer call ** up days or weeks later seeking a full refund. Out of necessity, we had to stipulate a 10% administrative fee to curtail those questionable tactics being used by some.  No, we are not a scam.  I'm sorry this customer was unhappy.  He clearly didn't read the warranty contract.  We did nothing wrong.  He may have been mislead by others, not by **.  

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20096732
  
  I am rejecting this response because:

  
  The information provided from Blue Ribbon is inaccurate. 

  While the system was mentioned to be older, it was said to be in full working order. In fact the only negative comments the inspector had was that the outside unit was not on a pad (it actually is, it just has some rocks over the top of it), and the inside unit could use to be cleaned (which I relayed to the home owner before purchasing the home and he had a company come out and clean the system).

  I have attached the portion of the report pertaining to the A/C system. 

   

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

• Initial Complaint

  Date:10/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had an **** company tell us they would not service our furnace, and couldn't recommend turning it on because it was likely putting out **. We contacted Blue Ribbon (we have the gold plan) who put us in touch with their contractor. The contractor came on 10/10/2022 and determined that the furnace is putting out A LOT of ** (311ppm.) The report the contractor sent to Blue Ribbon (10/11/2022) stated that the furnace in our home was a mobile home furnace, and a standard furnace would be the acceptable unit in our home (this is wrong, we live in a manufactured home, aka a mobile home. The machine says, specifically, the unit is suitable for use in mobile and manufactured homes. I also found the manual which states the same.) Blue Ribbon labeled the furnace as improperly installed and said they would not cover it. We asked for a second opinion, which they agreed to, but never took action on. I did get in touch with the manager of the **** company who agreed that the furnace was adequate and it was assumed that the technician who came to our home was not familiar with mobile/manufactured/modular homes. The contractor sent an updated report to Blue Ribbon on 10/13/2022. Blue Ribbon claimed that no updated report was received. Another report was sent on 10/26/2022. I have been begging for the manager "***" to call me since 10/13/2022, and he has refused to call. The first excuse is that he was returning calls in order of being received after their system went down (funny because anytime I called while their system was down, there were no notes, so how did he know which order to call in,) then the excuse was he is in meetings. The most recent update is that he "took over the case, and was looking into it himself." He was supposed to call me "soon," but 48 more hours have gone by without word. The contractor has put pressure on them. My husband and I have called every day. We don't know what else to do. We have had freezing temps the past week which will continue. No heat.

  

  Business Response

  Date: 10/31/2022

  I researched this complaint and found that our Service Manager did accept the complaint on 10/28/2022 at 4:43 pm.  Our maximum is $2,000. I will address the fact that is took over 3 weeks for us to make a decision, with my Staff.  I have contacted the Contractor to advise them also.  They had not heard yet that we accepted the Claim.  I also left a voicemail for the customer.  It is my expectation that this will resolve this issue for the customer and that our Office and Staff will implement my suggestions to prevent this type of delay from happening again.

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a warranty with blue ribbon and they have refused to even have a service person come and take a look. As far as I am concerned theyre a company taking money for warranty contracts and have no intention of paying on claims. I emailed for service and rather than set an appointment they told me to fix the problem myself and go buy batteries. Its not even a battery issue. Fraudulent business practices.

  

  Business Response

  Date: 07/22/2022

  I have called the customer.  I will send phone calls under separate email referencing BBB claim ID of ********.  The customer is very agitated with us  and refused to schedule the appointment with our Vendor until he spoke directly to a Manager.  He is very aggressive in tone. I believe at this point, he is scheduling the repair. All we can do now is wait and see if it is a covered claim or not.  He said it is the remote he is having trouble with.  Remotes are not covered.  The emails sent by the Service Manager were just suggestions of things to check base on our experience with garage door opener issues, intended to save the customer unnecessary expense.  The effort fell short, in this case and was not appreciated.  We will see where this goes.  He seems very mistrusting of our Company and mentioned numerous times he didn't want our warranty.  I offered to refund the premium.  He seemed to ignore my offer of refund. It seems strange to me that the claim was emailed in at 4:22 pm on 7/21/2022, vendor was dispatched at 4:48 pm with confirmation in our database and he filed a complaint with BBB at 4:57 pm on 7/21/22 when our contract states we have 24 hours to have a vendor respond.  Just seems strange.  We did dispatch within 15 minutes by time stamps and our Vendor responded but was refused well within the 24 hour response time called for by contract.  

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17606791
  
  I am rejecting this response because: The ** is now lying. Ive told him specifically its not an issue with the remotes. The request for service resulted in me being told to go to a battery shop. I made the complaint to BBB before any called me. 
  

  this company only tried to not have me file a warranty claim which I am specifically allowed to do under contract. Telling me to go somewhere else isnt honoring that. At this point there is no reason for me to use their vendor as hes stated its not covered even though him and I discussed it not being the remotes. Disgusting business practices and customer service. 
  

  not only am I not satisfied this will now not be the end of the road for this issue. They could have been honest but decided not to be. Numerous complaints online back up my assertions. They have a 2.5 rating with reviews.

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

  Customer Answer

  Date: 07/27/2022

  What more do you want for clarification? I contact Blue Ribbon for a warranty issue and they told me to go to a battery shop and never mentioned in that Email anything about providing service. Only after I complained did they try to organize a response. They didnt want to have the manager call me and instead had a vendor reach out the next day. I told the manager its not a remote issue and he even lied in his response and said its not covered. Ive told him 10 times its not the remotes. I had another vendor do the work. I expect a refund of the warranty as its not worth the paper its written on and to be compensated for time and money spent fixing an item covered by their so called warranty. Total joke of a company that needs a full investigation.

  

  Business Response

  Date: 08/01/2022

  I offered to reimburse the customer.  The customer refused to set an appointment with our Vendor after the recorded phone call sent under separate cover.  I offered to reimburse him and he has not submitted anything to date. He also did not answer my subsequent calls.  BBB said they would close this as answered.  Now, after over a week, he decides to respond and you open it back up. The contract states what he is entitled to.  I'd be happy to offer the pro-rata refund described in the contract.  He clearly is not interested in following the contract and has pre-judged our Company.