Extended Warranty Contract Service Companies
Service Net part of AIG
Complaints
Customer Complaints Summary
- 87 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/11/2025
Type: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 have a ********** oven with an extended warranty through ********** with AIG. AIG (the warranty company) and the service company that they use are failing to repair the product according to the warranty contract. In short, the repair company that AIG uses will not fix the oven because they can't pull it out of the wall because of some cart that they use and it might damage my baseboard. The contract states that the repair company can charge me more if the space is difficult to reach, but they are refusing to repair it at all and saying I need to get a contractor to pull it out of the wall. AIG is refusing to take responsibility.
Business Response
Date: 03/25/2025
See attached response from the business.Initial Complaint
Date:10/29/2024
Type: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 I phone was stolen in 07/06/2024 and the theft was able to access my account and turn off find my iPhone feature.Although I have emailed confirmation that someone was able to access my account at the incident time, they denied my case and been back and forth for all that timeBusiness Response
Date: 12/10/2024
Dear *** ********:
**** *******
*** ********* ********* ******* ******************* **************
**********We submit this letter in response to the complaint **** ******* filed with the Better Business Bureau of Middle Tennessee regarding a claim that was filed under a regarding your claim under your ********* * with Theft and Loss Plan and underwritten by *** ********* ********* Company.
We have completed our investigation of the complaint, and our response was sent directly to **** ******* on December 9, 2024, via email to ************* **********
Should you have any questions or require additional information, please contact me directly and reference our file number, ***********
Sincerely,
******* ************
Initial Complaint
Date:10/29/2024
Type: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.
9/6/24 Requested service w/contract #*********. Refrigerator set to 35, but cooling to 0.
9/9/24 Technician said contract model# not matching unit (serial# DOES match). Technician said call ********** (**). Request a contract correction claim.
9/9/24 Called **. Claim initiated.
9/9/24 ** eMailed claim info and list of items to resolve issue.
9/9/24 eMailed relevant items to **.
9/9/24 ** confirmed eMail items received.
9/11/24 Received further ** confirmation eMail stating "allow 10 business days for an update."
9/23/24 Made status call. Was told 2nd "team" ("TOPS" or "SOS" team) now handling issue and status to be available on 10/1/24. Was told "expedite/high priority" request would be made.
10/7/24 Made status call. Told no updates. Asked to be transferred to 2nd "team." Told "teams" do not have phone#s and all contact between "teams" done by eMail. Told new "expedite/high priority" request to be made.
10/8/24 ** eMailed stating claim moved to 3rd team ("Processing") "[who are] a little behind."
Concerning incorrect model#, this is entirely **'s issue. I responded to a MAILED offer from ** to EXTEND my previous warranty contract, which was PRE-PRINTED with appliance model# and serial#. I did not double-check #s, but ** has a clear responsibility to solicit CONTINUING business with accurate info. I believe this is the 3rd contract I have had with this unit (all w/PRE-PRINTED #s) and during original contract, repair was done without model#/serial# being an issue.
The original Product Registration card provided to ** has model#/serial number# matching unit, and both my documents and **'s contract have same serial#, but not same model#. It is incredibly unlikely that I would have two different model# products from ** with identical serial#s. My documentation matches the actual unit. **'s does not--problem with **'s records.
Now in 8th week without fridge, to correct a simple paperwork issue. Requesting corrected contract w/o delay so we can proceed to the repair.Business Response
Date: 01/14/2025
See attached response from the business.Initial Complaint
Date:10/24/2024
Type: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.
********* wasn’t able to fix my washer after trying for about 8 months. They decided to buy out my washer so I had to submit my receipt to
******** **
AIG U.S. Service Programs
Team Operations & Production Specialist (TOPS)
*** ******** ***** *************** ** ***** ****** ************* **** ************ Warrant********************** | www.AIG.com
I submitted the documents 8-13-24. They stated 10-14 business days to complete the receipt update so ********* could issue out my check to replace my washer. After several calls and no communication we are now 10-24-24 and there is still no one to contact to see when this will ever get completed.there is no one to escalate this to and the only thing they tell you is they will email the TOPS TEAM. Well they never respond and I am almost 1 year with no washer. I want ********* to resolve this issue. I just need them to honor their warranty contract and send me back my money so I can move on and get a working washer.Business Response
Date: 11/19/2024
See attached response from the business.Initial Complaint
Date:10/07/2024
Type: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.
Complaint: ********
I am rejecting this response because my washer is still not repaired as it skips the rinse cycle. AIG stated their technicians concluded the washer functions as it should and suggested I use the auto-sensor/extra rinse setting. This suggestion is not sustainable both for wasted water and additional time to use an extra rinse cycle for each and every washer load moving forward indefinitely. AIG also claimed I was unavailable for a second opinion scheduled with a different service provider. This "appointment" was with a provider that does not service my geographic area nor do they schedule appointments at 6:00 am as was indicated in the "appointment" email. Understandably this second opinion provider did not have a record of this "appointment."
Sincerely,
****** ********Business Response
Date: 10/29/2024
See attached response from the company.Initial Complaint
Date:08/26/2024
Type: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 4/19/24 requested service on whirlpool microwave. responded 1 month later , when I called, that were waiting on part, 06/12/24 when I called again, stated part unavailable replacing microwave under warranty.. No response or updates. 06/14/24. called offered LOW reimbursement 381.00 suppose to be at 75% which they stated) considering I still had until 04/21/25, on my warranty, asked to send receipts and pic of labels on microwave. 06/24/24 sent, stated pics blurry, sent again.06/27/24, I have called a dozen numbers and emailed at least the same amount, I cannot get through to ANYONE about my isssueBusiness Response
Date: 09/06/2024
Submitted Via Email: ********* ************** September 6, 2024
*** **** ********
Better Business Bureau , Inc. 13104 Eastpoint Park Blvd. Louisville , KY 40223
Re: ************ ******* ******* ******** *** ************* * **** ****** **** *********
***** **** ******** *** ***** **** *********
******* **** **** ********** **** *** *********We submit this letter in response to the complaint that was filed by ******* ******* with the Better Business Bureau, Inc. regarding a claim under a ********* ******* ****, effective April 22, 2022 through April 21, 2025.
We have completed our investigation of the concerns that were expressed by *** *******, and our response was sent directly to her on September 6, 2024 via email.
Should you have any questions or require additional information, please contact me directly and reference our file number **********.
Sincerely,
******** *******
**** ****
Initial Complaint
Date:07/15/2024
Type: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 fridge back in March and purchased the 5 year extended warranty through ********** which I'm finding got sold to AIG.
My serial number and model number was input wrong and they refused to correct it after I provided everything they needed 7 different times over the course of 7 weeks. I kept being told over the phone only their email group could resolve it. Finally I get them to "approve" the change and I'm being told I have to wait another to weeks to maybe get a response. I have been without a fridge going on 5 weeks now.
This being my 5/6 repair on this fridge I'm frustrated with the difficulty trying to get any service on it or corrections made on my contract. How how is it to view documentation and update it in their system - you can literally copy and paste the update, it should not have to go through 3 departments to get a simple correction made then be told I have to wait 3-5 days between responses, now 2 weeks.
This company literally does not care how they affect you whatsoever - seeing that they now have a pending valid lawsuit is very telling and reflective of my experience with them so far.
Either I want my fridge repaired, or have it replaced without having to wait another few months gauging off their response time and how often I had to follow up with them with not following us from their side.Business Response
Date: 08/06/2024
See attached response from the business.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.