Complaints

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

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  The Manchester Group, LLC

  6100 Emerald Pkwy Dublin, OH 43016-3248

  
• 

  The Manchester Group, LLC

  PO Box 9052 Dublin, OH 43017-0952

  
• 

  The Manchester Group, LLC

  PO Box 8003 Dublin, OH 43016-2003

  

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:07/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called in a service request for my AC on 7/22/22. IGS sent Quality Air to access my a/c on 7/25. I had 2 other contractors come out independently to access my AC. All 3 indicated that due to the age of the AC(1987) that repair was not feasible, parts were not available. On 7/26 a sales rep from Quality called me directly to provide me a quote on a new AC unit also reiterating that it was documented by the technician as not repairable. He quoted me for replacement. I had 2 contractors that I independently had come out provide quotes as well. Out of the 3, one of my contractors came in at the lowest price for replacement. I called IGS on 7/28 regarding a reimbursement credit due to repair not being viable. My policy limit for AC is $2K. Quality Air had not updated or provided any documentation to IGS. I requested IGS to reach out to Quality Air to get this. I let the IGS rep know that I had scheduled replacement for this upcoming Saturday 7/30 & did not want to have an issue getting reimbursement under my warranty contract for the policy coverage amount. I spoke to a different representative a short time later (Regina). I was told that I would not receive the full $2K under my policy minus the service fee but would only receive $889 as a repair credit. A repair credit? My unit cannot be repaired. The repair in this case is the replacement of my 1987 a/c unit with a new unit. I am not expecting $4700 which is the full replacement cost. I do expect that since it can't be repaired that I receive the full credit minus the tech fee. I spoke to ****** (supervisor) around 4pm on 7/28 & we had about 20 min of back/forth over this. She stated that the repair cost is based on what parts would be on a current machine (mine is not current) & that the $2K is actually meant to be split between the furnance & AC. The service agreement does not state that. She said exceptions can't be made.

  Business Response

  Date: 08/02/2022

  Thank you for contacting us.
  
  Our protection plan is designed to pay for protected repairs
  that fail due to normal wear and tear.  The Heating and Cooling protection has a combined maximum protection
  limit of $2000.00 as listed in our Service Agreement.  You may view the maximum limits of protection
  on page 4 of the attachment the customer has provided.  On page 2 of the same attachment, under “If We
  Authorize A Repair”, our Service Agreement discusses how repair credits are
  handled.  This section states, “if a
  repair is not practical because an essential part is unavailable, or if you
  choose to replace the item rather than repair repairable item, then we will
  provide you with credit or payment equal to either the average cost to us of a
  similar repair as if the repair had been performed, or the fair market value of
  the protected item, whichever is less, to be applied toward the replacement of
  item, after you deliver to us your receipt for your actual cost paid for the replacement.” 
  
  We offered the customer a repair credit of $889.00 to go
  towards the replacement of the central air conditioning unit.  We understand the customer wants to move
  forward with the most cost-effective replacement quote from a licensed
  contractor the customer contacted, however, we can only apply the repair credit
  to be reimbursed once repairs are completed.
  
  An email was sent to the customer outlining what is needed
  for the repair credit to be reimbursed once the unit has been replaced.
  
  Please let us know if you have further questions.
  
  Thank you,
  IGS Home Warranty

  Customer Answer

  Date: 08/05/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17639266
  
  
  
  I am rejecting this response because: The repair in this case is a replacement.  Being such, a customer should not receive a reduced amount based upon a repair with parts that cannot be feasibly made.  It's not a choice to replace vs. repair.  The replacement was required.  A warranty by definition is a guarantee that if a product cannot be repaired, that it will be replaced.  If you are going to choose to undercut your customers by only offering a reduced amount when replacement is required then don't market this as a warranty program.  It should be called a repair program and any mention of replacement should be removed from your materials.  You should very clearly state that the customer will only receive funds towards repairs and not the full available coverage should replacement be required.  By calling yourself a warranty program you are misleading in your advertising and services.  I'm clearly not the only customer who's taken issue with this since you've received a number of complaints that have been filed with the BBB.  Perhaps these customers, including myself, would get further if the complaints were filed with the Ohio Attorney General's Office. 

  I have received the reimbursement form and submitted my receipts through your portal.  I've noted that I'm still in dispute of the amount being offered.  

  
  
  
  Regards,
  
  
  
  **** * ******

  Business Response

  Date: 08/17/2022

  We apologize for the body of the email.  The wrong wording was inserted in the email
  body.  That particular wording is
  reserved for customers who do not get prior authorization to move forward with
  their own contactor.  You attached the
  One-Time Waiver which is document we go by.  We will make sure we use the appropriate wording in the email body
  moving forward.
  
  Regarding your refrigerator reimbursement, you did not
  receive a One-Time Waiver to sign as it does not need installed by a licensed
  contractor.
  
  Once we receive your signed One-Time Waiver, we will issue a
  check in the amount of $889.00.
  

  Customer Answer

  Date: 08/24/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  I'm only accepting this response as it's clear that this company has no intention of making the right choice in favor of the customer and I'm exhausted by their canned responses.  I've signed your docusign for the reimbursement in the amount you're willing to offer although I still dispute your tactics.  It seems that you will hold the funds hostage unless I sign and am willing to close this complaint.  Please understand that this does not mean that I won't submit negative reviews of your company.  I will also refer all of my real estate clients to other home warranty companies moving forward. 

  
  
  Regards,
  
  
  
  **** * ******