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:01/23/2023

  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.

  This is my second year using this home warranty company. My furnace went out two weeks ago and after having a contractor come out, the furnace needs replaced. It's from the 70 or 80's and parts can't be ordered, and a whole new model has to be installed. The national average for the price of a furnace is $4400 right now. Anyone can ****** it and find that info. The company first offered me $1400 after the $95 deductible and I fought that. They upped the amount approved to **** after the $95 deductible. I still fought that as the cap for my VIP package is **** toward a new furnace. They stated there's nothing in my warranty that states they have to give me the full amount. They state they only cover "national averages for pricing", but won't tell you where that get that info. My question is why not?? Why would they not do the right thing and give me the full amount? I was quoted $3500, so I'll have to come out of pocket over $1500. Upon asking to speak with higher manager I was told by a woman named ********* that "she's the end of the line and I can't speak to her boss. If I don't like what they're offering me, I can cancel my policy". That seems grossly unethical, egregious, and unprofessional. They're all very rude. It's a massive disappointment that this company was recommended to me by my real estate agent and loan officer. Why would they show the full amounts per my policy package that I "could" receive toward an item, but not give that amount? They aren't helping anyone. I would like my open claim with them to be re-evaluated to receive the full $**** toward a new furnace and labor to install that I was quoted $3500. I feel like I'm being taken advantage of and lied to, but also that they are in breach of contract. Thank you.

  

  Business Response

  Date: 01/24/2023

  *****,
  
  We have reviewed your request for your heating system and have revised your approval amount to the max **** item limit allowed of $2500.  We have sent you an email with the revised reimbursement amount. If you have any questions, please contact us to discuss further.

• Initial Complaint

  Date:08/13/2022

  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 have a home warranty with Guard. Our hvac/furnace recently stopped working. We had a reputable company (**** who has 4.9 stars out of 5 on ****** and an A+ BBB rating) come over and diagnose the issue. They said that the blower/motor needed to be replaced and said it would cost $1,108 to replace it(parts and labor). We submitted this to Guard who said they would only cover $381.30 of this. They said this is because they are basing this on the average cost to do the work. I doubt that the average cost of fixing this issue with this specific unit is only $381.30. Our warranty says they will cover up to $2,500 for the cost of repairs for the hvac. While the warranty also says they base their decisions on averages, we have submitted other claims and Guard has never mentioned what the average cost to do the work was. I asked them to share where they were pulling their average from for the hvac/furnace, as I dont believe their average, and also asked if they took into account things like inflation, size of the unit, or availability of parts. They would not share where their average came from and refused to answer the other questions. This is extremely shady and deceptive. How am I supposed to believe their average? If they do use averages why were those averages not shared on previous claims? Is it because the average was higher than the estimate I got for my previous claims, in which case shouldnt they have given me more money? A company cant claim to use averages and then only use them when it is in their favor. I want Guard to cover the full $1,108 cost for replacing this motor.

  

  Business Response

  Date: 08/25/2022

  *******,
  
  The only time we indicate that our prices are based on national averages is when the amount we are reimbursing is less than what the technician is charging.  In the case of your previous 3 tickets that we covered for you, 2 of them were paid out for the full cost the technician charged.  In those cases, our national averages matched the technicians costs.  The 3rd ticket you placed; we paid out to the line-item limit that our contract allows for that system.  
  
  We feel that the technicians cost for your current claim may be too high, per national averages, and have sent you several suggestions of contractors that we will pay to come and give you a second opinion.  
  
  We are happy that we were able to help you on all 4 of the claims you submitted, 2 being at tech cost, 1 being at our limit and 1 being paid out according to national averages and are willing to pay for a second opinion.  We hope this helps you better understand how our policy works.

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17708595
  
  I am rejecting this response because: I submitted this claim on August 13. On August 25, Guard made the offer that they would cover the cost of having a second company come out to diagnose the issue and give a second quote. We had one of the three companies Guard shared come over today, 8/31. They gave their estimate, which was higher than the first estimate received. It was shared with Guard. I am marking this unresolved for now as I have not yet heard back from Guard regarding whether this estimate has been approved.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 09/06/2022

  *******,

   We sent you a new approval amount and included the cost of ****************** diagnosis fee with the reimbursement amount. This was emailed to you on 9/2/2022. As we have stated before, we base our cost on national averages and paid out the most possible on this claim.Thanks again for your feedback.