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:07/13/2023

  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.

  Universal Home Protection is billing me for $310, because they will not cover a visit to assess the cooling issue at my house that took place on 6/26/2023. They say that they will not cover it, because it is not a part that they installed. I have an issue with this, because what they are mentioning was a result of a family friend fixing the cooling system to the best of their ability a year ago, 6/30/2022. We bought their warrenty last summer, but it takes a month before it can begin. We had guests coming to our house and the cooling wasn't working and the house was hot, so we had to do the best we can before UHP could fix the cooling. We couldn't let our guests stay in a place with no cooling and I couldn't stand 90 degrees in my house for a month either. UHP said we should have gotten a professional but we paid for warrenty, so I don't have enough to pay another company to come fix my cooling when I already bought warrenty. Also, UHP's employees have come three times since my family fixed the cooling, and they never mentioned anything about this being an issue. To add on, UHP only asked us for this bill to be paid after our warrenty ended on 6/30/2023. We did not plan on renewing, because we are going to move within two months. All in all, UHP is wrong to mention this more than a year and three visits later, and they have still not fixed the cooling in our house. They also said they wouldn't cover the price to fix the cooling despite their employee telling me they would since the claim was filed before the warrenty end date. I am willing to pay if they fix our cooling but since they haven't and they are taking advantage of my situation, I want to hear the BBB's decision.

  Business Response

  Date: 07/18/2023

  BBB of *********
  **************************************************************************** 125
  *********, **  53214
  
  RE:  Complaint ID ********
  
  For:        *************************
                  Trade Practice Consultant
  
  Dear ********************:
  
  I am happy to review the complaint and provide the following response.
  
  In reviewing the pertinent information, the complainant applied for an Elite Homeowner Direct home warranty on 5/2/22, which became effective on 6/1/22 and expired on 6/30/23.  When a Homeowner Direct home warranty is applied for, the effective date is 30 days from the date we receive the application and payment in full, thus the 6/1/22 effective date.
  
  Our records indicate the complainant contacted Universal Home Protection (hereinafter UHP, We, Our or **) on 5/11/22 to report their air conditioner was not working.  In turn, we told them that their Elite Homeowner Direct home warranty was not yet in effect,and we informed them we could not cover something that was already malfunctioning prior to the effective date of their UHP coverage.  At that time, notes in the record indicate that we provided the complainant with contact information for our local HVAC contractor as a resource for them to address the problem and have it professionally repaired.  On 6/30/22, the complainant contacted our office again to inform us the a/c was not cooling.  In turn, we requested paperwork from the complainant to confirm that a licensed professional HVAC contractor had repaired the malfunction that was previously reported to us on 5/11/22.  We indicated that upon receipt of proof that the prior malfunction was properly repaired by an HVAC professional, we could potentially provide coverage going forward.  The complainant then informed us that they didnt have any paperwork showing the previous malfunction had been properly repaired because they did it themselves by having a family friend install a new motor instead of having an HVAC professional make the repair.  In turn, we agreed to send our contractor out to evaluate the situation and provide a diagnosis to determine and confirm if UHP could provide coverage.  The next day, on 7/1/22, we received a call from the complainant requesting to cancel the service request indicating the air conditioning started working again.  This resulted in our cancelling the service request with our HVAC professional.  Therefore, UHPs contractor never went to the property for this a/c in 2022. 
  
  The next contact from the complainant came almost a year later on 5/30/23.  On that date, the complainant contacted us for the a/c not cooling.  That same day, our HVAC contractor went out and found that someone had incorrectly installed the wrong motor in the condenser.  Due to the improper installation, the condenser fan blade was rotating in the wrong direction.  The correct motor that should have been installed is an OEM motor, which is not the type of motor the complainants friend incorrectly installed.  Our contractor re-installed the motor correctly so it would allow the fan blade to rotate in the proper direction,but they were not sure if correctly installing the wrong motor would allow the a/c to operate properly or not.  Unfortunately, our contractor neglected to inform us of what they did during that service call, which resulted in an invoice for $210.00 after the $75.00 deductible.  On 6/26/23 the complainant contacted us indicating the a/c was not cooling again.  We again referred the request for service to the same HVAC contractor, not knowing what was done during the prior visit to the property.  Following the 6/26/23 visit,our service contractor did inform us of their previous attempt to resolve the issue by correctly installing the wrong motor that was there.  They explained that they did not know if doing that would resolve the issue or not.  Unfortunately, it did not resolve the issue and we were informed that the only way to properly make the repair was to install the correct OEM motor.  The cost of that diagnostic/trip charge was $100.00.  Following that, once UHP had a full understanding of what had been done, we denied coverage to install the correct motor because UHP is not responsible for covering the replacement of incorrect parts that were not properly installed by a non-professional during a time when UHP did not have coverage on the property.  The complainant currently owes the service contractor, not UHP, the $310.00 that remains due.
  
  UHPs contract clearly states under Limitations On Liability:
  
  1.Repairs or replacements required as a result of flood, water damage, fire,lightning, smoke, earthquake, freeze, storm, theft, war, accident, riots,vandalism, improper installation, power failure, pet/pest damage, mold,neglect or misuse, or acts of God are not covered by this contract.
  
  11.In the event a homeowner initiates a request for service on an item listed as covered, but the actual malfunction is proven to be associated with a non-covered item, or upon the contractors evaluation no mechanical malfunction is present, the homeowner is responsible for any and all incurred charges. In the event the homeowner fails to pay the amount due to the contractor, UHP shall have no further responsibility under this contract until the amount is paid in full.
  
  15. This contract does not cover any systems, components, or appliances that have been altered from the original manufacturers specifications.
  
  
  This entire situation began with the complainant having a non-professional incorrectly install the wrong motor in their a/c condenser during a time when they did not have UHP home warranty coverage on their property.  Had the complainant contacted the professional HVAC service contractor we referred to them back on 5/11/22, this issue would have been negated because the correct motor would have been properly installed at that time, resulting in the a/c system being correctly repaired. 
  
  The complainant notes that UHP is wrong to mention this more than a year and three visits later.  We were aware on 6/30/22 that the homeowner had the repair done by a family friend, and on that date, we agreed to send our contractor out to determine if we could provide coverage, but that request for service was cancelled by the complainant the next day.  Therefore, we were not actually aware of the improper installation until 6/28/23 when our contractor informed us that the wrong motor had been improperly installed by someone and they attempted to correctly install the wrong motor in the hopes that it would resolve the problem, which it did not.
  
  I must also note that the complainants statement regarding our employee telling them since the claim was filed prior to the expiration date of the contract it would be covered is false.  None of UHPs employees would make such a statement to a warranty plan holder due to the fact that we can never confirm coverage of any malfunction until we receive a professional diagnosis from a licensed contractor.  I am assuming what more than likely happened is that UHPs employee explained that if the malfunction is covered by UHP, we will still provide coverage even if the repair cannot be completed until after the expiration date of the home warranty contract, since the requirement per the contract is that the initial claim must be filed prior to the expiration date. 
  
  I do not know what the complainant is insinuating by stating UHP is taking advantage of my situation.  We are not taking advantage of anyones situation, we are applying the terms of our contract to the actual situation at hand.   UHPs contract is clear, we provide coverage for *************************** in the home should they mechanically malfunction due to normal wear and tear during the term of the home warranty contract, provided they are properly installed and functioning correctly with no defects as of the effective date of the home warranty contract.  Unfortunately, the complainant proceeded with having a friend, who is not an HVAC professional, incorrectly install the wrong motor in their a/c condenser when they did not have an active UHP home warranty in place.  UHP cannot be held liable to provide a remedy for this situation, which was created by the complainants own actions.
  
  Respectfully Submitted:
  ***************************
  Director of Operations
  Universal Home Protection, LLC

  Customer Answer

  Date: 07/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:03/27/2023

  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.

  I pay for the warranty service yet every time I try to use the warranty they say they dont cover it, Ive had electrical issues, they said they dont cover, Ive had plumbing issues they said they dont cover, now I the dead of winter my furnace is not heating all my house but there charging me for the service, please help

  Business Response

  Date: 03/28/2023

  BBB of *********
  *****************************************************************************************************************; 53214
  
  RE:  Complaint ID ********
  
  For:        *************************
                 Trade Practice Consultant
  
  Dear ********************:
  
  I am happy to review the complaint and provide the following response.
  
  In reviewing the pertinent information, the complainant currently has an Elite home warranty on her property, which has been in effect since 11/18/22, the date she closed on the property.
  
  Our records indicate the complainant contacted Universal Home Protection (hereinafter UHP, We or Us) on 12/6/22 to request service for her floor drain that was backing up.  The representative she spoke with informed her that unfortunately the home warranty does not provide coverage for the cleaning of the sewer lateral, which is what she needed to have done to resolve the issue, unless the Sewer Lateral Cleaning rider is added to the home warranty coverage.  In the case of the complainant, that rider was not added to her coverage,and therefore, we were not able to assist her with that particular problem. 
  
  On 12/20/22, the complainant requested service for no power in a bedroom, bathroom and basement.  UHP referred that request for service to the electrician we use in her area and they diagnosed a bad circuit breaker, which was subsequently replaced.  The complainant paid her deductible, which is required per UHPs contract, and UHP paid the remaining balance due to the electrician of $133.10.
  
  On 3/27/23, the complainant requested service for her heating system not heating properly.  UHP referred her request for service to our local HVAC company in her area.  They will schedule an appointment with the complainant and provide UHP with a diagnosis.  We will then apply coverage to the malfunction per the terms of the home warranty contract, which does include payment of the deductible by the complainant to the contractor.     
  
  There appears to be some confusion as the complainant claims,every time I try to use the warranty they say they dont cover it.  Clearly this is not the case per the information provided above.  Other than the complainants floor drain backing up, UHP has and will continue to provide coverage on the specific items included in the complainants home warranty contract as long as the complainants contract remains in effect. 
  
  UHP does not provide coverage for everything in a home, nor do we claim to.  There are certain items included in each home warranty plan based on the level of coverage applied and paid for.  The Warranty Terms And Conditions clearly state what is covered under each home warranty plan and what is not.  I would encourage the complainant to visit UHPs website at www.uhpwarranty.com to review all of the information pertaining to her specific home warranty plan.
  
  Respectfully Submitted:
  Universal Home Protection, LLC
  
  
  ***************************
  Director of Operations