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:09/29/2023

  Type:Product 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.

  July 27, 2023 Sold an extende warranty via telEPHONIC SOLICI8TATION. cLAIMED WARRANT5Y EXPIRINGT. i AGREE, THEN CANCELLED WITH CREDIT CARD COMPANY AS i READ IT WAS A FRAUD. RECEIVED FOLLOWUP CALL ON SEPTTEMBER 29, 2023 BY ONE OF THE RUDEST SOLICITORS i HAVE EVER TALKED TO. HE WOULD BE BETTER CALLD"********** SLICK"!. ****, LOUD, ********* AND BELONGS WITH ARROGANT PJLITICAL FRIENDS. NEVER BUY FROM AGAIN. READ OTHER REVEWSN

  

  Business Response

  Date: 10/13/2023

  Thank you for bringing this matter to our attention. It is CYA's top priority to make sure every inquiry is responded to and settled amicably.
  
  CYA has reviewed the warranty and a full refund was issued.  Please close this claim
  
  

• Initial Complaint

  Date:09/21/2023

  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.

  Attempting to get a warranty rep[air I encountered the obstacles detailed in the attachments. No communication, long delay, no diagnosing of problem, denial of any repair, and problem reoccurring within days of following only repair recommendation which was to unplug fridge for two days, necessitating transferring all goods to temp storage. After doing so and reloading remaining items, less that a week later same problem occurring and no response from CYA.

  

  Business Response

  Date: 10/13/2023

  Thank you for bringing this matter to our attention. It is CYAs top priority to make sure every inquiry is responded to and settled amicably.
  
  CPS has confirmed via the service center that the unit was repaired.  If the unit requires more service, please contact us and file a new claim. 

  Customer Answer

  Date: 10/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I was out of the country when my daughter said the repairman came. All she noted was he cleaned ice off of the freezer. He was supposed to change the thermistor to prevent problem from happening again. No paperwork was left and I don't know if he did that so I'm leaving claim open for a couple weeks to see if the problem reoccurs or is resolved.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 11/12/2023

  This documentation can be requested from the service center directly.  See their contact information below:

   

  ***** & SONS AUTHORIZED APPLIANCE CENTER
  *************************************************************
  **************

  Customer Answer

  Date: 11/13/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:09/07/2023

  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 purchased a warranty for my washer for $108.86 on 8/10/22 I filed a claim for washer malfunction on 9/29/22 Claim # ******* and paid a $95 service fee The washer was still not working properly so another claim was filed in October Claim # ******* and the repair finally made in November.At that time the washer started getting stuck before the spin cycle requiring draining all the water from the machine with a tiny hose and then retrieving a sock in the filter.In April emptying the machine and checking the filter did not resolve the issue so I filed a new Claim # ******* with another $95 service fee. This time the repairman emptied the machine and used a wire hanger to retrieve an adult sock way back beyond the filter. The tech then showed me that there is a 1" gap between the tub and door of the machine from the October/November repair that explains why smallish items keep getting stuck and stop the machine from working.I filed a new CLAIM #******* to resolve this ongoing issue and never received support from CYA despite numerous attempts to get the repair done.I left numerous messages for a supervisor to help resolve the issue. Despite emails and voicemails, I have not gotten a response for how CYA will resolve the issue of my faulty machine since their attempted repair last October/November.At this time I expect CYA to either repair the machine or refund me the $298.86 I paid them for the warranty and service fees.

  

  Business Response

  Date: 09/29/2023

  Thank you for bringing this matter to our attention. It is CYA's top priority to make sure every inquiry is responded to and settled amicably.

  Per ** factory service:  The customer refused to order the inner basket and requested a list of parts needed for repairs.  No repairs were allowed to be done and the customer only wants a replacement.

  It is CYA's obligation to repair units but our clients need to comply with the factory to complete them.  At this time, the policy has elapsed and coverage has been closed as this claim was from 7 months ago.  

  Please close this complaint

  Customer Answer

  Date: 10/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  As per our previous correspondence, I had reached out to CYA on numerous occasions both via phone and email and have not received any response.  ******* factory service asked me about ordering the parts, I requested a conversation with a member of the managerial staff which was denied - noone returned my many messages.  In my last conversation with a manager in August, I was told that CYA would reach out to ** and get back to me, that response never happened.  I am still requesting that CYA refund me the monies paid to them both for the warranty and the 2 service call fees as they did provide the service they promised - a working machine.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 11/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  As per my previous emails, CYA did not return any of my calls during the duration of trying to resolve this issue.  I need my money refunded as they did not stand by their warranty and repair the machine. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 11/27/2023

  Please contact CYA at ************ to resolve your claim

• Initial Complaint

  Date:06/23/2023

  Type:Sales and Advertising 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 June 26, 2020 I purchased a three year extended warranty (Warranty#********) from CYA (Cover Your Assets) for $270. I tried to make a claim twice on a recliner that had the power cord ripped out by a robot vacuum. I paid the $100 deductible and CYA sent out a technician to inspect the recliner. Nothing happened after that. He stated that *** had rejected the claim and he never returned. I spent hours on the phone with this company and then just gave up. The contract is set to auto renew the 26th of this month. I have sent them a cancellation request and let them know why.

  

  Business Response

  Date: 07/05/2023

  Thank you for bringing this matter to our attention. It is CYAs top priority to make sure every inquiry is responded to and resolved amicably. 

  CYA has cancelled the policy and has been trying to reach the customer to discuss their claim but have been unable to make contact.  If you require assistance, please call ************

  Customer Answer

  Date: 08/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I reject the response from the business. I have not received a call or voicemail from the business. I attempted to contact the business and their phone tree does not allow a non customer to reach a customer service representative. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 08/25/2023

  A check has been issued for the refund which should arrive within 7 business days.  Please **** this complaint as resolved. 

• Initial Complaint

  Date:06/12/2023

  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 opened a home warranty account in case of emergency needs for appliances, plumbing, and HVAC in May 2022. After 11 months with this account with CYA, I submitted a claim for repair of Air Conditioning system - April 2023. No action taken on their part. I was told they were looking for a contractor in my area. Nobody was sent.Submitted 2nd claim for repair of Hot water heater - May 2023 Paid an excessive fee to CYA and told they would reimburse for the hot water heater replacement service. Paid the plumbing service $925 to pickup and replace the hot water heater. Submitted the receipt to CYA after many calls to the claims department. No response for 6 weeks.Early May received an unauthorized debit for $199 for a monthly fee for CYA. Reported fraud to the bank and CYA later changed monthly fee back to $59. The real issue is non- service and monthly fees for 1 year with claim requests only after 10 months. Reviews online show absolutely zero positive comments for CYA. Some even refer to CYA as a fraudulent company and I am in agreement based on my experiences.

  

  Business Response

  Date: 07/05/2023

  Thank you for bringing this matter to our attention. It is CPSs top priority to make sure every inquiry is responded to and resolved amicably. 

  CYA has refunded the client's deductible and cancelled their policy per their request.  Should you require assistance, please reach out to ************************* by calling ************

• Initial Complaint

  Date:06/06/2023

  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 received call about my warranty expiring in our washer.They had the info from the place of purchase and the brand of washer.They offer me a variety of different years of warranty.At different prices . I hung up and spoke to my wife about it .We decided to do the one year warranty. I was told a price of $109.89. I was not told that there would be a $125 deductible.I would not have done it if there was .I would like to terminate the warranty and get my $109.89 back .I will dispute with **************** and with the WARRANTY COMPANY.

  

  Business Response

  Date: 06/21/2023

  CYA processed the customer's requested refund on 6/8/2023.

• Initial Complaint

  Date:01/11/2023

  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.

  In September 2022 I purchased a warranty for my fridge from CYA for $83.71. I was specifically told there would be no fees associated with using the warranty and could use it after 30 days for any issues. When I called for a service call in November they suddenly asked for a $125 fee. When I told them they had promised no fees they lied and claimed that is not what they said. I asked for a refund and to terminate the warranty since it was sold under false pretenses. They they refused and *********************** sent an email see below. When I called him they said they had an email and audio recording that I had agreed to pay these fees. I asked him to forward or share it with me since it is a total lie. ****** refused. I disputed it with citi and CYA sent a total false email claiming that I had agreed to this and thay have a audio recording that they reviewed. This it totally false and never happened. Please no one should do business with them they are a scam illegitimate business that makes it money off stealing from people. Please help me spread the word and get my refund. I saw the other reviews on BBB and wish I looked before since I am not the first victim.***** ************************************ ******************************************* **** *** *** ***** **** ** ******** ******** * ******** * ******* ******* *** ************************ ****************************** ******************************** ********* ** **** *** ***** ********* ******** * ********* *** ** **** ****** ** ***** ********** ***** *** ** ** ******** ** ******** ** **** ***** ** ******* ** ** *** ****** ****** ********** ****** ******* ** **** *** **** ****** *** **** ** ***** *** ** ** *** ******* *** ************* *************************** ** ************** ** ************************************ *** *******

  

  Business Response

  Date: 01/19/2023

  CYA will be reimbursing the customer for their paid premium of $83.71. The customer can reach out to us at ************************************************************* with any questions - otherwise a refund will be processed to the customer's original payment method, provided a chargeback has not already been issued in their favor.

• Initial Complaint

  Date:12/01/2022

  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.

  My HVAC maintenance check on October 25, 2022 revealed a hole in the heat exchanger which results in releasing Carbon Monoxide into the house. [company maintaining my unit is ********************************* **** *** **** ******** ** *****. Phone # ************. I ceased using the unit and called this company, Cover Your Assets, ***********************************************************, Phone # ************ on October 27, 2022. Long story short--their technician claimed nothing wrong with unit. Sent CYA Video proof of the hole on November 7, 2022. [The House ****************** Warranty was bought on March 25, 2022 for $1,754.96. Warranty ends March 25, ****. Warranty #********.]They refused to do anything about it. I would like them to at least pay me the repair costs which were around $6,500. [************************** never wrote a repair estimate as I ended up buying a new unit as it was already 12 years old and why patch it.} The link to the video showing the hole in the heat exchanger is *******************************************. Please inform me if you need more information at ******************** *****************, ******, ** *****, or ********************.Sincerely, *********************

  

  Business Response

  Date: 12/02/2022

  Upon review, CYA cannot provide the customer with reimbursement. ********************** received exactly one claim request for the product and denied the claim as nothing was found wrong with the unit per the technician dispatched. When informed of this, the customer advised she would be "taking other measures" and mentioned perhaps contacting the BBB, but never attempted to file a subsequent claim prior to providing us with a bill for services rendered. CYA cannot approve any work done outside of a claim or authorized by a customer without our consent. 

  If the item has been brought back to working specification we are happy to reinstate the client's policy upon receipt of proof of repair from an OEM authorized servicer and will entertain any future issues provided a claim is actually filed and the customer follows all the proper procedures.

  Customer Answer

  Date: 02/06/2023

  noBetter Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  They never informed me I need to refile.  I sent them video proof that there was a hole in the heat exchanger and told them several times how their inspector told me before he checked it they wouldn't pay anything.  Even though I sent proof of the hole in the heat exchanger they told me they were not going to pay anything for it.  They never said anything about refiling with them.  I will call them and see if I can get any further with them.  Do you have any other advice?  Thank you,

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

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 03/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [

  To Whom It May ******** Regarding BBB Complaint # ********.

  I called the business Cover Your Assets on February 09, 2023 at 3:30 PM and talked with a lady named, *************  I explained to her that her business had told the Better Business Bureau that I needed to refile.  She adamantly replied that the case was closed and there was nothing else they were going to do with the complaint.  I could not refile.

   

  ]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 03/15/2023

  Our apologies - we will have a representative reach out to assist with refiling today. 
  
  Please note, refiling does not guarantee coverage or approval. You can communicate any further concerns to ********************* but this complaint has reached its limit. We request it be permanently closed.

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a laptop that was protected by their warranty, I sent it in for repair and they told it wasn't repairable. I was told they would send the laptop and ************ to me and offered me a cash settlement which I accepted. Claim #****** Problem is they didn't send the ************ I am going to try and have the laptop repaired locally but I need the power supply. I have tried for weeks to talk to a supervisor to get this resolved and no calls me back

  Customer Answer

  Date: 12/08/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Cover Your Assets regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

  

  Business Response

  Date: 12/16/2022

  We have resolved this complaint for the customer and approved reimbursement for the power supply.  Please **** this as resolved

  Customer Answer

  Date: 04/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I still have not been reimbursed for the power supply.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 04/25/2023

  Customer reimbursement processed 4/19, check is in the mail. 

• Initial Complaint

  Date:08/10/2022

  Type:Product 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.

  Called last month to have my account cancelled and it wasn't done. I sent 3 emails and it still wasn't done. They keep changing me $2.99. I want a refund being I've called and emailed them. It also says you cancel your account online and there's no possible way to cancel your account. warranty #********

  Customer Answer

  Date: 08/10/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************