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:06/23/2025

  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.

  Mr. ***** is an active holder of home warranty plan through Advantage Home Warranty (AHW). Following a return from vacation, Mr. ***** noticed his refrigerator was beeping (high temperature) and the interior of fridge was warm (we had to through away a lot of food). Mr. ***** subsequently filed a claim with AHW. AHW sent a third party technician. Mr. ***** informed the technician that he and his family were out of town and the failure of the fridge may be due to electrical failure (NOTE: Mr. ***** is not an electrician nor was or his family present during the failure)) since a weather event was reported in the County of Delaware. After the initial investigation the technician, could only determine that the compressor was out. However, the technician filing with AHW, he mentions the failure was due to electrical because the technician was told this to him by the home owner (Mr. *****). The technicians filing was used by AHW to deny our claim.
  
  Mr. ***** subsequently challenged the decision of AHW, and requested a thorough investigation on the cause of the compressor failure (mechanical vs. electrical). AHW aggressively rejected Mr. ***** request and stated that denial was because the failure of the compressor was reported by Mr. ***** a electrical rather than mechanical (which they can repair). When Mr. ***** inquired why AHW was using Mr. ***** non-expert assumption of the cause of the failure being electrical, AHW retorted back that they reserve the right to choose what the final outcome of all decisions.

  

  Business Response

  Date: 06/23/2025

  Dear Mr. *****,
  Thank you for reaching out to share your concerns. We understand the frustration that comes with an appliance failure, particularly after returning from time away, and we appreciate the opportunity to respond.
  According to the technician’s evaluation, the failure was determined to be the result of a power surge, which caused damage to the compressor. As noted in both the technician’s report and your own statement during the visit, there had been a weather-related event in the area that led to electrical disruption. Based on this finding, the claim was denied, as your Advantage Home Warranty plan does not cover failures caused by power surges and only covers failures due to normal wear and tear.
  While we empathize with the inconvenience this has caused, our obligation is to follow the terms of the service contract. We regret that we cannot approve coverage for repairs resulting from conditions not included in the plan.
  We value your business and thank you for being an Advantage Home Warranty customer.

  Customer Answer

  Date: 06/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The power surge mentioned for the claim denial was one originally postulated by the Mr. ***** ***** (non-expert) rather than one investigated by the business and/or their technician. As a matter of fact Mr. ***** ***** requested AHW to provide the detailed findings indicating that the cause of failure was power surge rather than a mechanical failure, they have refused to release such findings.  
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 06/24/2025

  Dear Mr. *****,
  Our claim decision was based on the diagnosis provided by a certified technician, who identified the cause of failure as damage consistent with a power surge. This assessment was not based on customer input but on professional evaluation.
  As noted in your service agreement, damage caused by power surges is excluded from coverage. For your reference, we have attached the invoice from the appliance company that performed the diagnostic service.
  We understand your concerns and frustrations but we have to rely on what the approved vendor finds after evaluations are done. 

   

  Customer Answer

  Date: 06/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The business claims their decision was based on the diagnosis provided by a certified technician, who identified the cause of failure as damage consistent with a power surge. Curiously, that is not what the technician shared with the Mr. ***** who was present during the appliance assessment. rather the technician shared with Mr. ***** that the Compressor has failed and could not elucidate whether the cause of failure was caused by electrical or mechanical failure. Mr. ***** has requested numerous time from AHW for final technician report that definitively identifies the cause of failure. It should be noted that since AHW does not cover power surge damage, it is in their best interest to position their denial as electrical failure and not provide an impartial assessment of what caused the compressor.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• 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.

  Called for an emergency leak under my sink Wed. 8.16.23, was told they would be out Friday 8.18. had to call again and was told they did not have me in the system. Plumber came out and needed to cut off plumbing at the t-joint and replace valves. In order to hook the plumbing back up he needed to replace items above. he called the warranty company (Advantage) and was told they would replace the valves only and they do not REROUTE plumbing. The plumber Dustin, never mentioned re-routing anything (I was standing there when he called). The warranty company said they would not pay for anything but the valves and the hooking it back up the way it needed to be down was considered REROUTING. TJ was the claim person and was not listening to me or the plumber tell him he just needed to cut it off and re-hook it up. He kept telling me he has no manager and no one but him can determine if they are covering it or not. He got off the phone with me so he could talk directly to the plumber and after 15 minutes he never called them. No one at the warranty place would allow me to talk to anyone else. I have been using home warranty companies for YEARS and have NEVER had an experience like with this one. This is the second time I had to call multiple times to get someone out in less than a month. I want my $50 deposit back and I would prefer them to cancel the warranty with them so I can buy Amercian Home Shield who actually helps people.

  

  Business Response

  Date: 08/21/2023

  We understand your concerns and apologize you did not have a good experience with us. Per our service agreement we do not re route plumbing lines as it is excluded from coverage. We have also canceled your warranty and provided a pro rata refund that will be sent to you.

• Initial Complaint

  Date:10/03/2022

  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 purchased a home warranty from Advantage Home Warranty and upgraded to the Premium plan.
  I have a Samsung side by side refrigerator with water and ice maker in the door. My refrigerator was not cooling
  properly so I called Advantage Home Warranty to look at my refrigerator , they came out and said the refrigerator can't be fixed as they don't make the parts anymore. They offered to give me the amount of money that the
  parts would cost . Since you can't get the parts , this is ridiculous. They are sending a check for $ 500. but
  the agreement on the Home Warranty clearly states that they will pay up to $ 1500. to replace a refrigerator with
  ice maker. I am requesting an additional $ 1000. to total $ 1500 . This is a high end refrigerator and my reason for
  purchasing a Home Warranty is to have protection on appliances. The company literature basically lies about what they will do . I have had Home Warranties before , when you can't get the parts the companies will pay or replace the appliance. These people are deceiving the consumer. Please help me to resolve this so I can buyer
  a new refrigerator. As a First Responder, I am really appalled at their behavior and how they treat their clients.
  I am also requesting a refund for the Home Warranty program that I paid for.

  

  Business Response

  Date: 10/04/2022

  Mr. ****** has our Advantage Premium Plan and filed a refrigerator claim on 9/20/2022. Mr. ******’s refrigerator was not staying cold. Advantage Home Warranty sent his claim to Logan Master Appliance for them to diagnose the refrigerator. On 9/22/2022 a technician from Logan Master Appliance let us know that the refrigerator had a drain froze over the back into the freezer section, the evaporator frosted over, and a heater open. The heater part is no longer made for the refrigerator. The cost of the heater and the evaporator cover would have been $281.81. This is the cost of the repair. Advantage Home Warranty then called Mr.****** and let him know from our service agreement under limits of liability number 8 “AHW is not liable for replacement of entire systems or appliances due to obsolete, discontinuation, or unavailability of one or more integral parts. AHW will provide reimbursement for the costs of those parts determined by fair market value of similar parts.” We let Mr.****** know we would send a check to him for $281.81. It is important to understand and tried to explain that our coverage on his plan has an annual limitation of $1500 and is not the immediate full contribution for repair or replacement of a refrigerator. The $1500 is the max we would ever payout under his plan. 
  Then his real estate agent reached out to us and asked us if we were able to send him $500.00 towards a new refrigerator. Advantage Home Warranty was only obligated to pay the $281.81 however due to this unfortunate situation and Mr.******’s misunderstanding as a favor we decided to increase the contribution to $500.00. We agreed to send Mr. ****** a $500.00 check.

  If Mr. ****** wants to cancel his policy and get a refund this is what is stated in our service agreement “Cancellations: If this agreement is cancelled, you shall be entitled to a pro rata refund of the paid agreement fee for the unexpired term, less an administrative fee of $50 and less all claims’ costs incurred by AHW. AHW can cancel this agreement for fraud, material misrepresentation or nonpayment”
  Advantage Home Warranty has already sent the check for $500.00 to Mr.******. Mr. ****** had also filed claims for his air conditioning system this year. The cost of his warranty plan was $650.00 and his claim payout has exceeded $650.00. He can cancel his warranty but there would be no refund. 

  Customer Answer

  Date: 10/27/2022

  To Whom it may concern:

  
  

  Please reopen this complaint . I am not accepting the response from Advantage Home Warranties owner warrants

  I have attached the service agreement that clearly states on page 2 that for a side by side refrigerator with ice maker

  an amount up to $ 1500 that will be paid out . The owner of Advantage Home Warranty is now trying to state that he only covers 

  claims up tp a certain amount and then you don't have coverage as if you met some unknown deductible. The 

  service agreement contradicts itself. 

  I have had warranty plans before and I have never seen a company try to cheat its way out of paying what should be paid .

  Bad business as far as I am concerned . I did receive the $ 500 check . I am now waiting for the $ 1000. I clearly wrote on the 

  check it was a partial payment. 

  
  

  
  

  Respectfully,

  
  

  **** ****** 

  ************

  

  Business Response

  Date: 11/01/2022

  We understand your concerns but we are standing by our service agreement. Again, the $1500 is the max we would ever payout under his plan for a refrigerator. The $1500 is the annual limitation. In our service agreement it clearly states under limits of liability number 8 “AHW is not liable for replacement of entire systems or appliances due to obsolete, discontinuation, or unavailability of one or more integral parts. AHW will provide reimbursement for the costs of those parts determined by fair market value of similar parts.”
  The cost of the repair would have been $281.81 but the heater part is no longer made for the refrigerator. We would have sent *** ****** the $281.81 but also sent an additional $218.19 totaling $500.00 in compensation for something we were only liable for $281.81  We did this in good faith and to provide additional benefit as AHW truly cares about its clients. We sent $500.00 to *** ******. We are not trying to cheat our way out of paying as we are following our policy and have already sent out a payment of $500.00 to *** ******.