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:08/30/2024

  Type:Customer Service 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 used my *** debit card to pay 100.00 USD in late July or early August towards ***** ******** **** Warranty, which I have had for a year under a real estate sale. I had coverage with ***** ******** for plumbing and this was for a leaking faucet. ***** ******** opened a work assignment with the contractor, D&E to come to my home this past week in late August between 2pm and 6pm. I was sitting near the front door waiting for them to arrive but they never did. I never heard a knock or a ring and I had placed a handwritten sign on the door to knock hard. D&E wrote me emails and texted me in the following days saying that they called my phone and texted me and when I did not answer they did not come, and they did not knock and ring because they do no do those things. I asked them to come back another day but the same thing occurred. I called ******** **** Warranty on August 28 to request that they speak to someone at D&E because knocking and ringing the doorbell is standard practice, and because I have small children I am not always able to stand by my phone at all times. They need to knock on the door or ring the doorbell. I received nothing but text messages and emails from D&E deflecting all accountability and stating they do not ring or knock. I then asked ***** ******** to provide a refund because I received no service and neither company is assisting me in getting this work assignment completed. I wrote D&E another and final email saying they needed to reschedule and get this job done and knock or ring this time, and there was no answer from them on August 28th or 29th. Services not rendered. Refund Immediately as it is too late to reschedule now since I am going on vacation and my home warranty expires mid september.

  Business Response

  Date: 09/18/2024

  Hello I have sent the email as requested. When the HO calls ***** ******** to place a claim for a work order that is when they pay their $100.00, it goes to them. I tried to explain this to the HO as well.  If you have any questions please call us at ************ or email us at ****************************

  I hope I have answered all the questions and have explained everything as needed. 

  Thank You

  Kimberly