Complaints

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:08/12/2024

  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.

  The ** refrigerator at the home at ************************************************* working on or about July 25, 2024. We filed our claim with Guard Home Warranty and they told us to hire a technician to diagnose the problem. After the diagnosis of a failed compressor on July 31, 2024, Guard asked that the technician call them. After many tries they finally called him back the next week. On August 9, 2024 they denied the claim alleging that the technician told them that the failure was due to a manufacturer defect and this call was recorded. Their contract doesnt cover manufacturer defect.It turns out that the technician had heard about a class action suit against ** for defective compressors. Most of these compressors failed within weeks or months of purchase. Our refrigerator had been running flawlessly for 6 years since its manufacture date in 2018. Its conceivable that it wore out from normal operation.The units in the class action suit were a sample of ** refrigerators but not MY refrigerator! There was no specific defect cited in the diagnosis of my unit. Therefore it should be covered.I am countering that there was no diagnosed defect and that coverage applies. In essence the denial of one ** refrigerator failure excludes all ** refrigerators. If that is the case they should have asked me my brand of refrigerator and declined my application for coverage. I never had a chance to shop for another company who would covered my refrigerator.This in essence is bad faith claims settlement or misrepresentation of policy/ contract coverage. I would like the company to pay at least the repair cost of this refrigerator even though I purchased a new one because we had no time to wait this long.Or they void my contact and refund me all monies paid to them since 6-3-2023.Furthermore they should be punished for bad faith and/or misrepresentation.

  

  Business Response

  Date: 08/14/2024

  *******, we understand the frustration of this claim. As you requested, we have refunded your contract in full, and you should receive your reimbursement within 7 business days.

  Customer Answer

  Date: 08/16/2024

   
  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:07/22/2024

  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.

  Timeline of events for a home warranty claim:-Air conditioning unit breaks ********************* arrives later that day to do full HVAC inspection. Identifies problems in Air conditioning unit and Furnace. -claim is filed for Air Conditioning unit on Friday and company that previously repairs furnace is contacted to see if they would take responsibility for the malfunction. -Saturday, HVAC company comes back to discuss options. Furnace has to have complete replacement or expensive part replacement due to life threatening flaw (carbon monoxide risk). Prior furnace company will not work with us as new homeowners due to transfer of ownership despite them fixing the problem less than 1 year ago. We instruct hvac company that we want to replace both units and that we will be filing claims with home warranty company. -Saturday evening - wife goes into labor and we are at hospital until Tuesday. -Monday, HVAC company discussed fixed needed with Home Warranty company and Home warranty company approves Air Conditioning repair. -Wednesday, HVAC company expedited their repair due to heat wave and bringing home a newborn. Both units replaced. -Thursday we file Furnace claim after we realize we forgot to do it Saturday night. We were not concerned at the time because we told hvac company we wanted to file two claims and home warranty saw the required repairs and estimates. - Furnace claim denied because of the timing of filing despite no logical reason to deny other than timing technicality and no allowance for circumstances (hospital stay and life threatening flaw in system with a newborn). Multiple attempts to discuss with managers at company were ignored and stock emails were sent instead. Company does allow emergency exceptions and this absolutely should qualify. But they refuse to discuss as a way to avoid responsibility.

  

  Business Response

  Date: 07/24/2024

  ******,

  Thank you for bringing your concerns to our attention. We understand the frustration and inconvenience this situation has caused, especially considering the circumstances you have described.
  
  Per our contract, Section C.3 we do require to speak with the technician prior to work being performed in order to determine coverage. 
  
  3. Upon the licensed service contractor arriving and diagnosing the issue, they must call Us at ************** prior to performing any repairs so that We can determine if the recommended repair or replacement is covered under the service contract agreement. We will not reimburse for services performed without prior approval by Us.
  
  We apologize for any distress this has caused you and your family. Our policy requires us to speak to the technician prior to any work being performed in order to determine coverage. Unfortunately, without this opportunity, we are unable to cover the claim as we did not give prior approval for the heating system replacement.
  
  If you wish, you are welcome to email us at **************************************** to cancel your policy for a full refund. 

  Guard Home Warranty

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 22024492
  
  I am rejecting this response because:
  
  Guard Home Warranty had everything they needed to properly assess the claim, including contact with the hvac company, before the fix went in.  More importantly, there is no scenario that exists where they wouldn't pay out the claim to the maximum amount, which would easily be verified again by the hvac company.   And given the specific circumstances, which have never been denied, it's an easy choice for Guard to do the right thing.  The HVAC company informed us the furnace was life threatening in its unfixed state and we were bringing a newborn home... of course we weren't going to delay the fix.  If Guard wants to argue a cheaper option exists, we'll certainly listen, but they know it doesn't exist.  The right thing to do is pay the claim.  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/11/2024

  Thank you for following up regarding your recent claim experience. We truly understand the frustration that comes with unexpected home repairs, especially under the circumstances you described.
  
  Regarding your furnace claim, it was unfortunately denied because we were not given the opportunity to speak with the technician before the repair was made, per our previous comments. As per our policy, claims must be authorized by us prior to any repair work being completed. This policy ensures that we can fully assess the situation and work with you and the service provider to find the best solution.
  
  On the other hand, we were pleased to provide coverage for your air conditioning unit, following the proper procedures, and issued the full amount of $2,500 for that claim.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22024492
  
  I am rejecting this response because:
  

  I will continue to make this simple case for why the claim needs to be paid... #1 Everyone was fully aware of the furnace problem in a timely manner   Apollo Heating and *** ******** that completed work) was aware of the furnace problem and was aware we were filing a Home Warranty claim.  ****** spoke with Guard prior to doing any work.    Guard was aware of the furnace problem prior to speaking with ****** and had all documentation that Apollo provided including photos and written descriptions   
  #2   Even if Guard wants to claim they didn't speak to Apollo, even though they did, there is exactly two options available for us as the homeowner when dealing with a cracked heat exchange in a furnace ... replace furnace or replace heat exchange    Both cost over the claim limit.   And the only reason we did not file the claim timely was because we were trying to track down warranty information about the heat exchange in an attempt to minimize cost for us and Guard.  Unfortunately, we ran out of time and then spent the next 3 nights in the hospital delivering our baby.  But again, the conversation happened, the supporting documentation was in Guard's possession, and not one time has Guard made a logical argument for why they are not liable for paying the claim other than a timing technicality that ultimately has no impact on what would be paid out.

  #3 This was absolutely an emergency scenario.  In the midst of a heat wave and bringing a newborn home, we had to have the ** fixed so we scheduled the work for ASAP.  Now factor in that we were bringing a newborn home to a house with a furnace that was considered life threatening (Apollo indicated Carbon Monoxide was most likely going to be a problem if the furnace was used).  A little over a week after the heat-wave, temps were in the 50s and the furnace was needed, but given the heat-wave, there is no guarantee we'd have been able to get anything scheduled given the amount of ** problems that likely popped up around the area.

  I really just want to see this play out fairly.  I am not going to stop pushing this because Guard absolutely should make an effort to do what is right and they absolutely know what is right in this scenario.
  
  Thank You,
  
  *************************

• Initial Complaint

  Date:05/21/2024

  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.

  A claim was submitted and done exactly how the company required. I have gotten 3 estimates for the repair between $2,000-$2,500. after it was diagnosed. They are refusing to cover more than $500 as they said a 3rd party helps with them come up with an amount deemed "reasonable." They also are refusing to share this information. The contract states they will cover up to $2,500. They could have avoided this had they shared the 3rd party findings and why they are refusing to cover more, when the contract states they will cover up to $2,500. The specific model number of my HVAC unit is a variable speed pump which is more expensive than a normal ECM motor repair.

  

  Business Response

  Date: 05/28/2024

  Thank you for bringing this matter to our attention. We have contacted the customer and resolved the issue. 

  Guard Home Warranty

  Customer Answer

  Date: 05/29/2024

   
  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:05/18/2024

  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.

  Needed toilet replaced had to jump thru hoops 5x plumber had to come out. Order parts that didnt fit and eventually guard replaced toilet but joke as they use national average to reimburse good luck finding a plumber to replace a toilet for what they reimburse. Days lost from work. Know a/c unit is older and guard home warranty claims preexisting if it wasnt that it would be no service record or try to fix it 12 more times. I wouldnt recommend home warranty and will not purchase next year. This home warranty came with the house when I bought in Nov . At this point I would like a refund for the warranty that was purchased as its useless and requires to much energy to file a claim to be turned down continuously such a head game.

  

  Business Response

  Date: 06/04/2024

  Sorry for your negative experience. Please email **************************************** for a refund. We will assist you in processing that. 

  Guard Home Warranty

• Initial Complaint

  Date:05/08/2024

  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.

  We purchased a new home and received a one year warranty through guard. With a home warranty we were under the impression that most issues that come up will be protected. We had two issues with our draines that they were not working properly. We did not know what the cause of the issue was. Guard told us they had a plumber that uses their services and would send them over. We found out the issue was build up on our drain. I had to pay out of pocket for the service and the ************************* told me that guard would reimburse me after the claim and invoice went through. Guard contacted me saying they dont cover build up on drains and since it was not a replacement of a part I had to pay out of pocket. I could have got my own plumber who was much cheaper. And did not cost me 240 dollars for a job that took ten minutes. This is false advertising. Why would I have used their plumber if they were not going to fix my problem without having to pay. I should have been told be before the work started that this may not be covered and that I would have to pay out of pocket and I would have contacted my own plumber. This is horrible customer service and a horrible experience all together. I want reimbursed for at least half.

  

  Business Response

  Date: 05/10/2024

  We're going to approve your claim due to the tech misleading you. Sorry for the inconvenience. 

  Customer Answer

  Date: 05/13/2024

   
  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:03/17/2024

  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.

  we have been in our house since Nov 15,2023...our furnace had an issue first week in Feb....the plumber came out and determined we needed a new furnace....our furnace was replaced and a claim was filed through your company and repeatedly DENIED bc of maintenance issues on the furnace....however we had only been in the house for 2 months.....what could we as new homeowners have possible done to a new furnace in 2 months??? our claim was denied and we paid out of pocked 7400.00.....i'm not looking for full reimbursement....i'm looking to get reimbursed what my claim would have allowed. I am not responsible for a furnace that breaks 63 days after i move into a house.....this is unfair to a consumer....to make them eat the entire cost....thats INSANE..... I'd like someone in upper management to please get back to me regarding this....

  

  Business Response

  Date: 03/19/2024

  ******, we understand your frustration, however, we must go by the guidelines spelled out in our contract.  We spoke with your technician regarding your furnace issue, and he clearly stated on a recorded line that the cause of the failure was due to a lack of maintenance.  Though the previous owner did not maintain the unit well and you were unaware of that information, our company does not cover issues arising from a lack of routine maintenance that the equipment manufacturer specifies.  
  Please refer to our contract section G.8. which states that these issues are not covered:
  
  G. LIMITATIONS OF LIABILITY
  8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer [...]
  
  We hope this helps clarify why we were unable to provide coverage for your furnace.

• Initial Complaint

  Date:09/26/2023

  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.

  On August 8th, a ticket was submitted to Guard Home Warranty to address a leaking washer that was provided with the home I purchased. The washer was leaking and I was under the assumption my washer was covered by my policy. Ticket ***** was submitted, and I received an email that day with what I presume are standard questions regarding the claim. I asked if there was reimbursement for the $125+tax to Best Buy and was provided with a "please contact a licensed and insured contractor of your choice to diagnose", ignoring my question. The ticket was closed on August 17th while waiting for the scheduled contractor to arrive. Geek Squad/Best Buy was scheduled to come out on September 2nd. On arrival, the technician looked baffled by why he was here as the washer was well out of service and parts couldn't have been ordered for it and specifically noted that it cost more for him to diagnose than the washer was worth currently. As instructed by Guard, I called while the technician was in my home to report his findings as required by contract. Nobody was available to talk so we left a message on their recorded system. On September 13th, I emailed looking for a response. Guard noted they had not received a message and to schedule a new visit for another $125+tax to Best Buy. They did not accept the notes from the technician and required to speak with him. Best Buy said they do not call home warranty companies and Guard was unwilling to call Best Buy to speak with the technician. They found the call, and claimed they were unwilling to move forward with the claim as my claim was submitted 3 days prior to the contact start date. In essence, I paid $133 to Best Buy for an inspection that was not needed in the due to the claim not being eligible in the first place and Guard claimed their only recourse was a policy refund or a $95 credit towards a future claim, and would not refund the inspection visit without deducting $95 for a claim processing fee, leaving me with $38 in refund.

• Initial Complaint

  Date:08/18/2023

  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.

  GHW Group, Inc d/b/a Guard Home Warranty violates the Telephone Consumer Protection Act as apart of their business model. I received an unsolicited marketing call on behalf of them that was placed using an Automated Telephone Dialing System without my prior, express, written consent as required by law. My number is also on the National Do Not Call list and has been since 2021. 47 U.S.C. 227(b) stipulates that it shall be unlawful for any person within *****************, or any person outside ***************** if the recipient is within ***************** to initiate any telephone call to any residential telephone line using an artificial or prerecorded voice to deliver a message without the prior express consent of the called party, unless the call is initiated for emergency purposes or is exempted because of an existing business relationship.The TCPA also provides for a private right of action, with each violation entitling me to a $500 penalty, which can be increased to $1,500 per violation, in the event such a violation is deemed to have been willfully or knowingly made.I've tried reaching out via email to see if they would like to privately settle this matter, but they chose to ignore it. Please let me know if you would like to settle this matter or if I should pursue a formal complaint through the courts.

  

  Business Response

  Date: 08/21/2023

  *******, 
  
  Thank you for your notice. Every effort is made to ensure we comply with the National Do Not Call List. Additionally, we do not use automated dialers. If you have specific details of the call, please email those to ********************************** and we'll look into it. 

  Thank you.

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20491887
  
  I am rejecting this response because:

  Your company may not utilize auto dialers, but whatever telemarketing/lead generation company you contract with does and you can be held liable for that.

  I've tried emailing your company regarding the communication, but I never received a response. Are you interested in settling this matter privately or should I file the complaint in court?

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

  

  Business Response

  Date: 08/24/2023

  Thank you for bringing your concerns to our attention regarding telemarketing practices that you believe are associated with our company. We take allegations of this nature very seriously.
  I would like to clarify that we have conducted a thorough internal investigation and our records do not show any contact with your phone number or email address. Moreover, we adhere to all applicable laws and regulations concerning telemarketing.
  While we are committed to understanding and addressing your concerns, based on our current findings, we do not see a basis for settling this matter. We believe our practices are in full compliance with the law.
  If you have any additional information or specifics related to this complaint, please feel free to share them with us so we can conduct a more detailed examination.
  Please feel free to contact our *************************** at ********************************** if you wish to discuss this matter further.

• Initial Complaint

  Date:08/01/2023

  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.

  On July 14th I open a Service Request with Guard as my water heater was leaking and not producing hot water. Here is what they sent:If you have not done so yet, please contact a licensed and insured contractor of your choice to diagnose the issue. When you contact a service contractor for an appointment, inform the company that we are a reimbursement home warranty company and that you will be paying them directly and we will reimburse you the approved cost. Once the contractor has arrived and diagnosed the issue, before any repairs are made, call us at #. Please call while the contractor is still in your home so that we can be placed on the phone with them to discuss the diagnosis. This is necessary to determine coverage under your warranty.I used *********** I did explain to ********** that this was a Home Warranty and the plumber needed to speak with Guard when they got onsite. When I informed the plumber he needed to speak with Guard he said "We don't do that". Guard called the plumber who for obvious reasons claimed I Opted out of having it inspected first? Guard has since asked for some service number I never received (not sure if from plumber or ************ When I couldn't provide they just flat out denied my "claim".********** provided the Service Provider Details That is all.Name: ******** PLG,HTG & COOL Phone Number: ********** They place the enforcement of their policies on the customer not the vendors. It's impossible to MAKE a vendor do something for a third party without causing issues (disagreements, arguments between vendor and client) or hardships (having to cancel, find a new vendor, wait over a 3 day weekend with no hot water ect.) It's not fair, especially when there is zero question in anyones mind that the water heater had reached it's end of life and needed replaced. I chose the lower cost options which were very fare for the market. This is just a classic case of an "insurance company" s******* over the consumer.

  

  Business Response

  Date: 08/02/2023

  ****,
  
  Our claims manager reviewed your claim. Unfortunately, since we were not given the opportunity 
  to speak with the technician prior to the work being performed,
  we cannot contractually cover the replacement of the water heater. 
  We spoke with the technician to get a diagnosis after you told us it was replaced and we 
  were told that they did not diagnose it,  they were simply hired to replace the water heater.  
  
  At times, we request additional documentation to determine coverage 
  such as photos of the damage. We are unable to do so if the replacement is completed
   prior to our speaking with the technician.
  
  Please see Section C.3 of your contract: 3. Upon the licensed service contractor arriving
   and diagnosing the issue, they must call Us at ************** prior to performing any
   repairs so that We can determine if the recommended repair or replacement is covered
   under the service contract agreement. We will not reimburse for services performed without 
  prior approval by Us.

  Customer Answer

  Date: 08/06/2023

   
  Complaint: 20408614
  
  I am rejecting this response because:

  i asked the vendor to communicate with you - they lied when you contacted them - i have no way to prove it aside from what i've told you.  They (Guard) are scumbags, leaving it up to the client to FIGHT with the service people whom are already in their home.  Plumber 1 had a **** GUN on him  attempted to have it concealed but failed.  so wasnt about to argue with them  Initial convo with guard it was stated to call a contractor and have them discuss with guard when onsitethey refused then lied to guard.  - obviously the water heater needed replaced.  unless guard is calling me a liar.  either way - typical scumbag (insurance type) company.  

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

  

  Business Response

  Date: 08/09/2023

  ****,
  
  We sincerely apologize for the frustration. We allow you to choose your contractor, and we do need to speak with the contractor so that we can determine coverage. Since the technician did not diagnose the
  water heater and replaced it instead, we could not do our due diligence.
  
  If you'd like, you can email **************************************** to cancel your contract for a full refund.

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20408614
  
  I am rejecting this response because:

  Guard makes it the Home Owners responsibility to MAKE a third party/vendor speak to Guard.  I initially sent in photos to Guard, the woman said "oh yah it's old and needs replaced", showing that any one knows a water heater either works or it doesn't.  Then Guard called the Vendor who lied - and what vendor wouldn't - they had already been paid.  The vendor TOOK the water heater - Guard called them and the vendor couldn't say if it NEEDED replaced or not - instead they said I declined an inspection - FALSE.    They (GUARD) is a typical scum-bag insurance company and do not look out for their clients.  No hot water going into a 3 day weekend, living very rural with limited options..

  Guard is the typical- we won't pay a dime garbage insurance company.

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

• Initial Complaint

  Date:02/09/2023

  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.

  Denied a claim to replace our failing hot water heater over 10 years old that our reputable plumber validated was no longer working properly, was out of warranty, and not viable to repair. Asked for escalation and was denied again, reason provided was that prior homeowner should have done a better job maintaining the unit. No phone call on denial, but I do have the email strings if you are interested. I am asking them to reimburse for replacement unit and the install for same, which equals approximately $3840, with my discount. Happy to provide a copy of receipt if warranted.

  

  Business Response

  Date: 02/10/2023

  *****,
  
  According to our service agreement, we do not cover breakdowns on systems or appliances that are caused by sedimentary build up.  The technician that you chose indicated to us on a recorded line that your water heater was basically heating through sand and had a lot of build up inside it.  Based on the information provided to us, we could not contractually cover your water heater claim.  Our policy covers breakdowns due to wear and tear, which this cause for failure does not fall under.
  
  A. COVERAGE
  During the coverage period, our sole responsibility will be to pay for the expenses, authorized by Us, to repair or replace, by a licensed and insured service contractor (Service Provider), up to the authorized limit per service request within the limits set forth below, the systems and components mentioned as Included in accordance with the terms and conditions of this contract so long as such systems and components:
  2. Become inoperative due to normal wear and tear.
  
  G. LIMITATIONS OF LIABILITY
  8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer [...]
  
  If you are unhappy with the policy you are welcome to cancel for a full refund by emailing **************************************** and letting them know your name, address and that you are interested in canceling your policy.
  
  We hope that this clarifies the situation for you as to what our policy covers and does not cover.

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19380514
  
  I am rejecting this response because:We have been out of state the past 10 days and did not see the business response.  We are absolutely not satisfied with their response and would ask they provide you the entirety of their recorded conversation with us and our service tech, not just the part they rejected our request upon, which was taken out of context.  I am certain my service tech would be happy to add a detailed assessment and we can also get the installers to add their assessment as well, as they actually replaced the failing unit.  Both confirmed the unit was not producing hot water as designed and that the unit was over 10 years old, out of warranty and beyond repair.  Clearly a failing, aging water heater, hence our interest in the warranty in the first place.  Putting the blame on the former homeowner seems a bit ridiculous for any system failure warranty for us as new homeowners. Our home inspector has also provided valuable input on this matter as well and would gladly speak to you if you like.  He has contacted his organization and has advised them about our experience as well, as he is the guy who advised we buy the warranty to protect against issues with our systems.  By the way, no one from Guard has phoned me to discuss my dissatisfaction with this rejection, despite escalating our claim initially.  These people are unprofessional and not consumer oriented despite being in the service business.  We will not be satisfied until we are fully reimbursed for our new unit and installation of same, which happens to be an exact match from ***************************, with a all in price tag of approximately $3800.  Happy to provide you with contact info for the guys at ***************** who did the initial assessment and the actual install.  And a copy of our receipt if you like, they have a copy at ***************** as well.  Please advise. Thank you.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/02/2023

  Sorry to hear that you are not satisfied with our response. We understand that the water heater was not working properly; however, it was not working properly due to sedimentary build up, which, as we stated, is not covered under the warranty. 
  
  
  Again, you are welcome to cancel your warranty for a full refund by email ****************************************.
  
  
  We have to abide by our contract and cannot cover an item that does not break down due to normal wear and tear. Sedimentary build up is a maintenance issue and not normal wear and tear.

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19380514
  
  I am rejecting this response because: per my earlier note, the tech said it May have sediment build up inside as unit was over 10 years old.  He did not say it did.  Further he also told them on a recorded line that unit was out of warranty, was not functioning correctly and was not worth repairing due to normal wear.  The actual installers confirmed unit was not working correctly when they removed it and confirmed same by saying the hot water removed as part of replacement was lukewarm at best, nowhere near hot enough to satisfy our home water heating needs.  I will say this again.  The business did not take the entirety of the first call recorded into consideration but merely used the techs suggestion that old water heaters almost always have some sediment buildup which is why they eventually fail, including those maintained by the original owner.  We expect a full refund of our new unit and installation expenses per the system warranty we purchased to protect us against issues exactly like this one. 
  
  Sincerely,
  
  *************************