Complaints

This profile includes complaints for Aegis Administration, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aegis Administration, LLC

  13801 Riverport Dr Ste 100 Maryland Heights, MO 63043-4828

  
• 

  Aegis Administration, LLC

  215 N Main St Saint Charles, MO 63301-2828

  

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:06/30/2025

  Type:Billing 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.

  An electronic check and auto withdrawals were set up from my checking account without my authorization.

  

  Business Response

  Date: 06/30/2025

  Re: Complaint ID ******** ******* *****

  To Whom It May Concern,

  We are writing in response to the complaint filed by Mr. ******* ***** regarding unauthorized withdrawals from his checking account. We respectfully submit the following timeline and clarification of our position:
  Mr. ******* ***** has been a valued member of AEGIS Home Protection since June 27, 2019. He initially contacted our office to inquire about home protection coverage for his property located at **************************************. After a full discussion of the coverage benefits, Mr. ***** elected to enroll in a policy and provided his authorization to initiate automatic monthly withdrawals from his checking account. The initial policy number was #************ and payments were authorized over an 18-month period.
  

  On April 6, 2022, Mr. ***** renewed his policy for a second term. At that time, he once again provided explicit authorization to continue monthly withdrawals from his checking account for 12 months.
  Most recently, on March 28, 2025, Mr. ***** elected to renew his policy for a third time. Once again, he authorized AEGIS Home Protection to withdraw monthly payments from his checking accountthis time for an 18-month payment term.
  We respectfully assert that the statement submitted in the complaint"An electronic check and auto withdrawals were set up from my checking account without my authorization"is inaccurate and not consistent with the facts or Mr. ***** prior actions and authorizations.
  

  Additionally, we would like to note that:
  The initial down payment for the latest policy term was charged back as fraud.
  Two subsequent monthly payments were also returned by his bank.
  As of today, we are holding no funds from Mr. ****** and his policy has been canceled.
  

  In summary, Mr. ***** has been a long-standing policyholder with AEGIS Home Protection since 2019, and we have maintained clear and documented verbal authorization for each policy term and corresponding payment arrangements. We regret any confusion or misunderstanding and remain committed to transparency and fair business practices always. Thank you

  Customer Answer

  Date: 07/08/2025

  The response from Aegis was partially correct and not enough incorrect for me to dispute their claims.  
  

  My issue with Aegis is their tactics on pursuing me for their services.  I am disabled and elderly and I continually received letters and phone calls for taking their services again.  I am autistic and my skills do not include a good way to decline offers or say no when I am pressured in a sales call.  The Aegis sales person pressured me with letters and phone calls.  I have recently paid off the mortgage on my home and this was a point they used to try to convince me that I needed their services.  
  

  I am not sure of the legitimacy of this company.  Their contract I received included fees for service calls, even with the cost per month of their contract.  It also excluded many home repairs that would normally be included in a warranty situation and included many items that I do not even have in my home.  
  

  The above reasons are why I felt Aegis should be reported to BBB.  High pressure sales tactics on unassuming elderly and disabled individuals should be called out.  Thank you!

• 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.

  This company, Superior Home Protection, and Auto Repair Network, are clearly warranty scams run by the same group. I guess this new company was recently created to get BBB accredited but hopefully that will be revoked soon since theyre all the same. Do not purchase a warranty from them. I received an official enough looking letter saying my coverage would expire but there isnt even a company name or return address listed on the letter. Theyre using generic public information like home address and mortgage company name to make it seem more legitimate. Paying their monthly fee wont actually guarantee coverage and you can never get that money back. My bank even tried to dispute the charge that shouldve been another red flag! When cancelling they kept lowering the monthly fee until I was promised the employee rate from there I could see it was clearly a scam. The price dropped $300 in 2 minutes and they kept trying to sell me on it when I just wanted to cancel. Do not trust them with your money.

  

  Business Response

  Date: 05/14/2025

  Dear BBB Dispute Resolution Team,
  Thank you for forwarding this matter. Although Aegis Administration works alongside various producers in our network, we are not the company referenced by ****************** Home Protection or Auto Repair Network) and have no role in the sale/marketing of their plans.
  Because this complaint concerns those independent producers rather than Aegis Administration, we respectfully request that Complaint ID ******** be removed from our BBB profile and directed to the appropriate business.
  Thank you for your prompt attention. Please let me know if you need any further information.
  Sincerely,
  ***** *****

  Aegis Administration

• Initial Complaint

  Date:03/25/2025

  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.

  I purchased a warranty with this company March 1. I paid $175.00 initially. Then they took another $193.37; they took that on the 11th of March. When I called them to cancel, they said the other company I had was no good and they kept me from canceling.

  

  Business Response

  Date: 03/25/2025

  Spoke with *** and ******* ******. This info is not correct and does not belong on our account. Please remove.

  Thank you 

  Customer Answer

  Date: 04/09/2025

  Spoke to the company and they told me they would refund my money, but we haven't received it yet. 
  

  

  Business Response

  Date: 04/09/2025

  Dear Better Business Bureau,
  We appreciate the opportunity to respond to Complaint ID #******** submitted by Ms. ******* ******.
  Aegis Administration serves solely as the administrator for various vehicle and home service contracts sold through third-party producers. In this case, the policy referenced was sold by ******, who also assisted Ms. ****** with canceling her contract at her request.
  According to our records, Ms. ****** paid an initial down payment of $175.00. Although she mentioned a subsequent charge of $193.37, no such charge was processed or drafted from her account. The only payment collected was the original down payment.
  Upon receiving her cancellation request, HD USA promptly honored it and processed a full refund. Aegis Administration confirms that a refund check in the amount of $175.00 (Check #****) was issued and mailed to Ms. ****** on April 7, 2025. We have seen no deviation from ethical practices or policy standards by the producer in this instance.
  Additionally, we believe there may be confusion between our organization and another entity. We respectfully request that this complaint be removed from Aegis Administrations record, as the issue was addressed by ********* selling producerand not directly handled by our company. Nonetheless, we have monitored this process and can confirm that Ms. ******* request was fulfilled in full.
  Thank you for allowing us to clarify our role and ensure a proper resolution was reached

• Initial Complaint

  Date:03/10/2025

  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.

  I have a H31**303835363538**38H plan with this company and have paid around $700 in premium fees and when I filed a claim for issues with my stove, I am having all these issues that no one can explain and no one has tried to fix. I reached out to file the claim and was told someone would come out to my home so I took time off work to make myself available but the technician never showed up. I then find out my policy was cancelled with no explanation or warning and every time I call I can&#**;t get answer and they said a manager will call me but in the meantime I am without a stove and still waiting for a resolution.

  

  Business Response

  Date: 03/14/2025

  Dear Better Business Bureau,
  We appreciate the opportunity to address Mr. ******* ******* concerns regarding his recent claims experience.
  Mr. ****** initiated two claims (#**** and #****) on March 5, 2025. Upon receiving these claims, service fees totaling $150 were collected, and the standard process to assign a Service Provider was underway.
  However, on the same day, Mr. ****** contacted their selling agent and requested cancellation of his warranty contract. Due to an administrative error by their team, Mr. ******* warranty was canceled prematurely and unintentionally on March 7, 2025. Once we became aware of this error, our partner offered to reinstate the contract immediately; however, Mr. ****** declined this offer.
  Regarding ******************* concerns, we acknowledge that due to the accidental cancellation of his policy, no Service Provider was assigned, and consequently, no technician visit occurred. We sincerely regret the inconvenience this caused Mr. ******* especially considering he took time off work to accommodate a service appointment that did not occur.
  To rectify the situation, Aegis Administration has already processed a refund of the $150 service fees Mr. ****** paid. Additionally, we would like the opportunity to further assist Mr. ****** with resolving his stove issues. Should Mr. ****** be willing to reconsider reinstating his warranty coverage, we remain committed to providing timely service and support.
  We sincerely apologize for this misunderstanding and any inconvenience it has caused. Aegis Administration strives to maintain high customer service standards and deeply regrets the circumstances of this incident. We hope to reach a satisfactory resolution with Mr. ****** and appreciate the Better Business Bureau's assistance in this matter.

• Initial Complaint

  Date:01/21/2025

  Type:Order 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 submitted a claim for my furnace going out and they denied it stating the part was not covered. I pay $129 monthly and I find it ridiculous that I pay so much money for a H31**303835363538**38H and when I need to use it, it&#**;s not covered. My furnace needs a new heat exchange and I&#**;m being told that specific part is not covered.

  

  Business Response

  Date: 01/24/2025

  Response to BBB Complaint ID: ********
  

  Customer Name: ********* ******
  

  Policy Number: 40045017
  

  Dear Better Business Bureau and Ms. *********************** you for bringing your concerns to our attention. At Aegis Administration, we value transparency and strive to provide the best possible service to our customers. After a thorough review of Ms. ******* claim and her policy, I would like to address the specifics of this matter.
  

  Ms. ****** submitted a claim for a furnace issue diagnosed on January 15, 2025. The service provider determined that the heat exchanger requires a full replacement. Unfortunately, the heat exchanger is not listed as a covered component under the Heating section of her policy. The policy states coverage for components such as forced air systems, heat pumps, and electric baseboards but explicitly excludes items like external piping, fuel storage tanks, and certain other components.
  

  The heat exchanger, while integral to the functionality of a furnace, is classified as a static component that does not experience mechanical failure but rather deteriorates over time due to wear and environmental factors. As such, it falls outside the scope of coverage outlined in the agreement.
  

  We empathize with Ms. ****** situation and understand the inconvenience this has caused. To assist her during this challenging time, we expedited the denial process to ensure she did not endure unnecessary delays. Additionally, we encouraged her to explore alternative funding options through local city programs or financing solutions, as noted in our discussions with her and the service provider.
  

  While we regret that this claim cannot be approved under the terms of the policy, we remain committed to assisting Ms. ****** with any other covered needs in the future. We value her as a customer and are available to answer any further questions or provide clarification.
  

  If Ms. ****** would like to discuss this matter further, she is welcome to contact us directly.
  

  Thank you for allowing us the opportunity to respond to this complaint.

  Customer Answer

  Date: 01/27/2025

  Complaint: 22838454
  
  I have reviewed the business' response and am rejecting it because:
  
  I feel that if they could not fix it, they should have replaced the furnace.  I pay them $130 a month.  What am I paying them for?
  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 01/28/2025

  Dear Better Business Bureau and *** ******,
  

  Thank you for your continued feedback and for expressing your concerns regarding the resolution of your claim. We understand how important reliable heating is, particularly during the winter months, and we regret that the outcome of this claim has caused frustration.
  To ensure full transparency, we have attached a copy of the contract you purchased. This document outlines the coverage provided, including the systems and components covered under your plan and the specific exclusions.
  

  We would like to clarify the purpose of your home warranty policy. Your coverage provides protection for mechanical failures of specified systems and components within your home, as outlined in the terms and conditions of your agreement. In this instance, the heat exchanger, while an important part of the furnace, is not classified as a covered component under your policy. This distinction is based on the fact that the heat exchanger typically does not fail mechanically but rather deteriorates over time due to environmental factors.
  

  While we strive to provide as much coverage as possible within the terms of the policy, certain exclusions are necessary to keep the overall cost of the program affordable for all customers. These exclusions are clearly detailed in the contract to ensure transparency and understanding at the time of purchase.
  

  We understand your frustration regarding the inability to repair or replace the furnace under the terms of your policy. To help support you during this time, we expedited the review and denial process to minimize delays and offered guidance regarding local resources and financing options for furnace replacement.
  

  We appreciate your loyalty and the investment youve made in this protection plan, and we are here to support you for any future covered claims. If you have additional questions or would like further clarification, please dont hesitate to contact us directly at **************.
  

  We remain committed to assisting you in any way we can and value the opportunity to continue serving you.

  Sincerely,

  The Aegis Administration Team

  
  

  Customer Answer

  Date: 01/29/2025

  Complaint: 22838454
  
  I have reviewed the business' response and am rejecting it because:

  
  I feel that if they could not fix it, they should have replaced the furnace.  I pay them $130 a month.  What am I paying them for?
  
  
  Sincerely,
  
  ********* ******

  Customer Answer

  Date: 01/29/2025

  Complaint: 22838454
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  ********* ******

  Customer Answer

  Date: 01/31/2025

  They said they are going to send another technician out to look at my issues with my furnace.  

• Initial Complaint

  Date:11/13/2024

  Type:Order 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.

  10/9/23 - my husband purchased a 'home warranty' plan from this company. He is a veteran.10/29/24 - I called 'Aegis Home Warranty Group' at ************ to file a claim for stove ***air. The claim # is 2410 - ********. A $75.00 service call fee was charged to my credit card. I was told that the ********************* would contact me. They didn't.11/1/24, 11:48am - I called Aegis to inform them that Mr. ********* never called. They gave me Mr. *********'s phone number and I called them. 11/1/24, 11:54am - Mr. ********* informed me that they never heard of Aegis and they don't do business with them.11/1/24, 1:40pm - I called Aegis back to ask for a refund of the $75.00 I paid and to cancel the claim. The *** assured me that he would straighten it out.11/13/24 - I still have not heard from any contractor and I called Aegis again at 3:46pm, 3:48pm, 3:49pm and 3:50pm and no one answered the phone, at all.Clearly, they're a fake or scam artists and I just want my $75.00 back. That's all.

  

  Business Response

  Date: 12/06/2024

  Hello, please see the attached PDF for our response. Thank you!

  

  Business Response

  Date: 12/11/2024

  Better Business Bureau ************************************************
  
  Re: Response to BBB Complaint #******** ****** *********
  
  Dear Better Business Bureau,
  

  Thank you for the opportunity to respond to the complaint filed by Ms. ****** ********* regarding her home warranty claim with Aegis Administration, LLC.
  We sincerely apologize for the inconvenience Ms. ********* experienced during the claim process. Our commitment to customer service is central to our operations, and we take this matter seriously. Below is a detailed account of the events related to her claim.

  Timeline of Events:
  October 29, 2024: Ms. ********* filed a claim for her stoves burner malfunction and paid the $75.00 service fee.
  October 29, 2024: We contacted Mr. ********* of ********** to assign the job. Initially, they requested a card on file to accept the service request.
  November 1, 2024: After the card was provided, Mr. ********* declined the job. We immediately secured a new service provider, A+ ********* Repair, and informed Ms. ********* that the provider would contact her directly to schedule a service appointment.
  November 26, 2024: We were notified of a chargeback initiated by Ms. ********* through her card issuer for the $75.00 service fee.
  November 29, 2024: After learning that A+ ********* Repair had not contacted Ms. ********** we reached out to both the provider and Ms. ********** Upon speaking with her, we explained the timeline and offered to either assign a new service provider or let the chargeback process continue, as she was unsure how to cancel it. Ms. ********* opted to proceed with the chargeback.
  

  Resolution Offered:
  Although the BBB complaint was filed on November 13, 2024,prior to our conversation with Ms. ********** we remain committed to ensuring her issue is resolved. Since she has already initiated a chargeback, we are prepared to allow that process to proceed uncontested, effectively refunding her $75.00 service fee.
  Additionally, if Ms. ********* still requires stove repair services, we are willing to assign a new service provider at no additional cost and coordinate the repair directly.
  

  Next Steps:
  We have left a message with Ms. ********* and are awaiting her response to finalize how she wishes to proceed. We are committed to ensuring that her service needs are met promptly and satisfactorily.
  

  We appreciate your attention to this matter and the opportunity to clarify the situation. If any additional information is needed,please do not hesitate to contact us.
  

  Sincerely,
  

  ***** *****
  Aegis Administration
  **************************
  **************************

• Initial Complaint

  Date:11/06/2024

  Type:Order 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 got their name from my bank where I have my mortgage. I signed up and had a *** come look at some appliances at my house on Aug. 4th. I have been calling them for over 4 months and they have never once called me back. They sent me an email. I have sent everything in that they have asked me to and at one point they wanted me to send in my receipt. They never called me to tell me this. The only response I got was on Oct. 31st from a ***, ****. Today I called and the *** sends me a message that he will call me. I talked to a *** and they said their policy was to not call back their customers. Every time I call they say they are working on it and they never call me back. I have paid for 5 months of home warranty.I want to be paid for the service calls because this is what they are supposed to do.

  Customer Answer

  Date: 11/07/2024

  Home Defense Home Warranty sent me a letter soon after moving into my new house. I signed up and was assigned to Aegis Administration for my home warranty insurance.  I had an appliance guy come look at some kitchen appliances at my house on Aug. 4th 2024. Aegis told me to pay the invoice and then send it to them.  I emailed the invoice.  I called two weeks later was was told the email did not have an attachment.  I asked why they didn't respond to the email telling me there was no attachment and was told their policy was to wait for the customer to call back.  

  For over FOUR MONTHS I have called in.  I was told they needed to speak with the appliance guy.  I conference him in with Like, the manager.  **** told me he now had all the information. I have sent everything in that they have asked me to send. I have called continuously.  Every time I call I am told someone will get back to me.  The only response I have ever received is by email. On Oct. 31st I emailed **** and asked him to CALL me with an update. ONE WEEK later, I called and was on hold to speak with him.  While I was on hold he responded to my email for the FIRST TIME and simply said he would call me today.  I called him repeatedly.  He never picked up the phone or returned any messages. During this time, they have charged me monthly.  I cannot cancel or I will never be reimbursed. THIS COMPANY IS A SCAM.  I cannot believe the BBB gave them their stamp of approval.  I would like to be paid for the service calls and the ice maker that they cannot find a part for.  This was the agreement.  Please look into this scam of a company.

  

  Business Response

  Date: 11/09/2024

  Dear BBB Dispute Resolution Team and *** ****,
  

  Re: BBB Complaint ID ********
  

  Thank you for bringing this matter to our attention. We value every opportunity to ensure our customers are satisfied, and we appreciate *** ***** feedback, which helps us to continually improve our services.
  Background and Claim Summary
  

  *** ***** warranty began on July 24, 2024, through a third-party provider, and shortly after, she reported multiple claims concerning her appliances. Given the timing and details provided, our team needed additional information to process the claims in accordance with the coverage terms. While we aimed to gather this information promptly, we understand *** ***** frustration with the communication delays during this process.
  

  Resolution Steps
  To resolve this, we have contacted *** **** to discuss the following options:
  

  Reimbursement: We have offered to reimburse *** **** $682.18 for the repair costs she has incurred.
  

  Continuing or Canceling Coverage: We proposed to continue with her coverage under the existing contract terms or, if she prefers, to cancel the contract and receive a full refund. Our goal is to reach a resolution that feels fair and satisfactory for *** ****.
  

  Our team is committed to improving our communication practices and responsiveness, and we are implementing enhanced protocols to ensure customer inquiries and claims are handled as efficiently as possible. We hope *** ***** experience highlights areas for improvement that will benefit all of our customers.
  

  Please feel free to reach out should you need any additional details or clarification on this matter.
  Sincerely,
  ***** *****
  Aegis Administration
  *************************************************************************************************************

  Customer Answer

  Date: 11/11/2024

  Complaint: 22522659
  
  I have reviewed the business' response and am rejecting it because:

  In over 4 months I have NEVER received a phone call with a resolution.

  I was told **** ******* was the only person working on this case and I need to speak with him.  But, he refuses to take my calls and never returns my messages.  I will attach two emails he has sent.  In both emails he promises to call me back that day.  He has yet to call.  He have never called and has only sent these two emails.

  Early on a girl offered me $680.  But it did not include the ice maker which is the main problem.  So, she withdrew the offer and said they could not pay me anything until it was all settled.  I have now paid them $870 in monthly fees.
  
  As to their point about my having 4 service calls within a short amount of time after signing up: I just bought house this year.  When I had the repair man came to look at the ice maker I asked him to look at 3 other appliances.  They only needed small tweaks.  They were not worth a service call.  But, since the repairman was there I had him look at them and so they were listed on the bill. The ice maker worked when I moved in but made small ice.   The repairman said they could no longer get the part and it needs to be replaced.

  I would love to cancel and get my money back.  But, first I would like resolve this case.  ************ is a SCAM.  If no one fights for integrity they will continue to get away with it.
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 11/11/2024

  Response to BBB Complaint ID: ********

  Dear Ms. **** and BBB Dispute Resolution Team,
  

  We apologize for the frustrations Ms. **** has encountered and are committed to addressing her concerns to ensure a fair resolution.
  

  Updated Response and Resolution Options:
  

  Our records show that communication with Ms. **** regarding her claims was initially handled by our Claims Manager. We acknowledge Ms. ***** concerns about response delays and are committed to improving our communication processes. To resolve her case, we have provided Ms. **** with two options:
  

  1. Reimbursement and Continuation of Coverage: We are prepared to reimburse her for the costs of the completed repairs, totaling $682.18, which we understand aligns with her prior repair expenses. If Ms. **** chooses to continue with her coverage, we will proceed under the terms of her contract and ensure future claims receive the appropriate follow-up.
  2. Full Contract Cancellation with Refund: Alternatively, if Ms. **** prefers to cancel her coverage, we can provide a full refund of all paid fees.
  

  Next Steps:
  

  Our goal remains to address Ms. ***** concerns and bring this matter to a satisfactory close. We would be happy to discuss these options further with Ms. **** and work together to resolve this situation.
  Thank you for the opportunity to address Ms. ***** complaint. Should you have any questions or require additional information, please feel free to contact us.
  

  Sincerely,
  ***** *****
  Chief Operating Officer
  Aegis Administration

  

  Business Response

  Date: 11/12/2024

  Update to BBB Complaint ID: ********
  We appreciate Ms. **** working with us to resolve her concerns, and I am pleased to confirm that she has chosen to proceed with Option 1 as outlined in our previous response. I have spoken directly with Ms. **** to commit to improving our internal communication processes to prevent similar experiences in the future.
  Regarding her ice maker, we are committed to addressing this claim promptly. Ms. **** is working with her service provider to obtain a quote, as her contracts limit of liability provides up to $500 for the repair or replacement of this item. We are coordinating closely to ensure a smooth process for this claim.
  For reference, I have provided certified mail tracking information for the initial reimbursement check that was sent on November 12, 2024, via ****. The tracking number is: 9589 0710 5270 2090 8390 17.
  Thank you for facilitating this process, and please let us know if any additional information is required.
  

• Initial Complaint

  Date:09/04/2024

  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.

  I purchased this home warranty insurance in 2021. I was a new home owner and I wanted to secure things for my wife and I just in case. I am disabled and on a fixed income. ****** for 2 years before I could make a claim. They said after the 2 years we were good, until 2026. We received call recently stating that the policy had expired. I have never received a policy. I feel that I have been scammed out of thousands and thousands of dollars. I have worked and fought for my country for over 20 years and it is shameful that these people would prey on the elderly and disabled. No one should be treated in this way.

  

  Business Response

  Date: 09/04/2024

  Thank you for taking the time to share your concerns through the Better Business Bureau. We genuinely regret any confusion or inconvenience you have experienced, and we appreciate the opportunity to address the situation.
  

  Our records show that you purchased a three-year policy with Aegis Home Warranty Group on April 12, 2021, which provided coverage until May 1, 2024. During the term of your policy, we were pleased to assist you with claims for a dryer replacement on July 7, 2022, and an HVAC capacitor replacement on October 2, 2023.
  

  Following the expiration of your coverage, we reached out to you on June 6 and June 10, 2024, to see if you were interested in renewing your policy. These calls were intended as a courtesy, as we strive to keep our customers informed about their options for ongoing protection.
  

  If you have since secured coverage through another provider,we were not made aware of this, but we understand how that could cause frustration when receiving renewal calls. Please know that we never intended to create any confusion or discomfort for you.
  

  We sincerely apologize if our communication efforts after your policy expired did not align with your expectations. We value your feedback and will use it to enhance our processes going forward.
  

  If you have any further concerns or if there is anything else we can assist you with, please feel free to contact us directly. We appreciate the trust you placed in Aegis Warranty Group during your policy period, and we hope to have the opportunity to serve you again in the future.
  

  Sincerely,
  *********************
  Aegis Home Warranty Group
  **************************
  *************************

  Customer Answer

  Date: 09/05/2024

  Complaint: 22237691
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 09/10/2024

  They are apologizing for calling to let me know that our policy had lapsed. They had never sent me a copy of the policy. I was told that our policy was good for three years after the paying for two years. I want to settle this misuse of all the money that I paid. Our coverage did not last for the three years that I was promised. I want to be reimbursed for the remainder of my policy that was promised. The policy was kept from me so they could take advantage of me and my money. My wife called numerous times to get our copy and it was never sent only to be told that it would be mailed and after contacting them again they said they had mailed it,but we never received it.  My wife was told that they would e mail it to no avail. My wife tried numerous times over time to get a copy of the policy to no avail.

  

  Business Response

  Date: 09/10/2024

  Dear ******************** and The Better Business Bureau:

  Thank you for your continued communication. We understand that you have additional concerns, and we appreciate the opportunity to address them.

  Policy Coverage: According to our records, your policy with Aegis Home Warranty Group was purchased on April 12, 2021, for a three-year term. It is important to note that a standard validation period was added at the beginning of the policy to ensure everything was correctly processed and initiated. As a result, the final expiration date was extended until May 1, 2024. During this time, we successfully assisted you with claims, including a dryer replacement on July 7, 2022, and an HVAC capacitor replacement on October 2, 2023.

  Policy Documentation: We regret that you experienced difficulty in obtaining a copy of your policy. Our records indicate that a copy was mailed to the address on file, and further attempts were made to send it via email at your request. While these communications may not have reached you as intended, please rest assured that our intent was always to provide you with the necessary documentation. To ensure clarity, we have attached another copy of the policy to this response for your convenience.

  Clarification on Policy Term: We understand there may have been some confusion regarding the length of your policy. As noted, the policy was for a three-year term, starting on April 12, 2021, with the additional validation period extending the expiration to May 1, 2024. This timeline aligns with the original terms agreed upon at the time of purchase.
  

  Refund Request: Since the policy was active and claims were processed under its terms, a refund for the remainder of the coverage is not applicable. We delivered the services as outlined in the agreement and provided coverage for the full term.

  We take your concerns seriously and aim to ensure all our customers have a clear understanding of their policy terms and coverage. We hope this explanation provides the clarity needed, and we remain available for any further questions or concerns you may have.
  

  Thank you for your feedback.

  

  Business Response

  Date: 09/10/2024

  Dear ******************** and The Better Business Bureau:
  Thank you for your continued communication. We understand that you have additional concerns, and we appreciate the opportunity to address them.

  Policy Coverage: According to our records, your policy with Aegis Home Warranty Group was purchased on April 12, 2021, for a three-year term. It is important to note that a standard validation period was added at the beginning of the policy to ensure everything was correctly processed and initiated. As a result, the final expiration date was extended until May 1, 2024. During this time, we successfully assisted you with claims, including a dryer replacement on July 7, 2022, and an HVAC capacitor replacement on October 2, 2023.

  Policy Documentation: We regret that you experienced difficulty in obtaining a copy of your policy. Our records indicate that a copy was mailed to the address on file, and further attempts were made to send it via email at your request. While these communications may not have reached you as intended, please rest assured that our intent was always to provide you with the necessary documentation. To ensure clarity, we have attached another copy of the policy to this response for your convenience.
  

  Clarification on Policy Term: We understand there may have been some confusion regarding the length of your policy. As noted, the policy was for a three-year term, starting on April 12, 2021, with the additional validation period extending the expiration to May 1, 2024. This timeline aligns with the original terms agreed upon at the time of purchase.
  
  Refund Request: Since the policy was active and claims were processed under its terms, a refund for the remainder of the coverage is not applicable. We delivered the services as outlined in the agreement and provided coverage for the full term.
  

  We take your concerns seriously and aim to ensure all our customers have a clear understanding of their policy terms and coverage. We hope this explanation provides the clarity needed, and we remain available for any further questions or concerns you may have.
  
  Thank you for your feedback.

• Initial Complaint

  Date:11/29/2023

  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.

  Not responsive in a reasonable time to questions regarding appts, parts, call backs. Told would replace old appliance when broken; sent less than half of buying a new one.
  Sent appl repair that didnt fix the problem but said it did and closed the problem.
  Sends parts to me instead of the repair co.
  Has taken over a month since the first reported problem and still.is not fixed.

  

  Business Response

  Date: 12/21/2023

  Dear Ms. *******,
  We appreciate you bringing your concerns to our attention and allowing us the opportunity to address the issues you've encountered. Our commitment is to provide prompt and effective resolution to ensure our customers' satisfaction.
  Upon reviewing your case and the details provided by our third-party claims provider, here is a summary of the claims and actions taken:
  

  01/21/2022 - Dryer:
  Unit over 10 years old.
  Replacement Check issued to you on 01/25/2022 for $300.
  

  12/05/2022 - Water Heater:
  Denied due to a ruptured tank.
  

  03/13/2023 - Range/Oven (Ignitor Issue):
  Technician repaired the issue on 03/20/2023.
  

  10/23/2023 - Range/Oven (Gas Valve Issue):
  Technician repaired the issue on 11/03/2023.
  

  We understand your desire for a timely resolution, and we sincerely apologize for any inconvenience caused by delays in communication or service. It's worth noting that there were delays associated with the name update on the account from ******* ******* to ***** *******, which needed to be addressed before the final check could be issued. The check was issued on 12/19/2023 for the remaining liability left on the policy for the Range/Oven issue, in the amount of $257.81 to ensure accuracy.
  

  If there are any outstanding issues or if you have additional questions, we encourage you to contact our customer service team directly. They will be happy to assist you in resolving any remaining concerns and providing you with the information you need.
  Our goal is to ensure that your experience with Aegis Home Warranty Group is positive, and we appreciate your patience as we work to bring a satisfactory resolution to your situation.
  

  Thank you for your understanding, and we look forward to the opportunity to address any remaining concerns and provide the service you expect.
  

  Sincerely,
  Aegis Home Warranty Group
  

• Initial Complaint

  Date:09/25/2023

  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 was told that I would receive my contract within 7 to 14 business days. The agreement was I pay 395.00 a month for 12 months. The agreement was after 1 year I was covered for 2 years. I never received my contract or paperwork. They kept telling me that they emailed it to me. I called last year to have my washer serviced and they had given me contractors names that were not in business any more. They finally gave me a company that took the job,but the job was never done. Awg told me that it wasn't covered in my contract. I ask to use chain of command but no one ever called me back. I was relentless in speaking with someone higher up the chain to no avail. I guess they grew tired of me calling and became very rude to me. I couldn't believe that I was being treated this way after all the money my husband and I had paid this company. I asked to speak with someone to request my money back to no avail. September 25th I tried calling Awg there was no phone services to any of the numbers affiliated to this company.

  

  Business Response

  Date: 09/29/2023

  Dear BBB Team,
  I hope this message finds you well. We are writing in response to BBB Complaint ID ********, submitted by ******* ********, regarding their experience with our company.
  

  We would like to express our commitment to addressing this matter promptly and resolving any concerns that the customer has raised. Our goal is to ensure that our customers receive the best possible service and that their needs are met to their satisfaction.
  

  To address this issue effectively, we are taking the following steps:
  

  1.We will be reaching out to ******* ******** directly to understand the specific problems and challenges they have encountered.
  

  2.We aim to discuss a resolution with the customer to ensure that their concerns are addressed to their satisfaction.
  

  3.We kindly request a few more days to make direct contact with the customer, as we understand the importance of a thorough and personalized resolution process.
  

  Based on our internal records, we have located ******* ********’s account in our system using the address provided in the complaint, as there was only one name on the policy and ******* was not listed. This will enable us to expedite the resolution process and address their concerns effectively.
  

  We are committed to resolving this matter to the customer's satisfaction and appreciate your assistance in facilitating this communication. We understand the importance of the BBB in ensuring a fair and transparent resolution process, and we are fully dedicated to achieving that goal.
  

  We will provide an update to the BBB as soon as we have had the opportunity to discuss the situation with the customer and work toward a resolution. We value your support in helping us maintain a high standard of customer service and satisfaction.
  

  Thank you for your understanding and cooperation in this matter.