Consumer Complaints and Reviews
I bought a refrigerator from Nebraska Furniture Mart June of 2012 - Kitchenaid - over 1500.00. Broke down December of 2015 - called Assurant to get repair - was going to take 10 days to come out - they only have 3 companies in Kansas City for repairs on refrigerators. No name, never heard of them companies. Took a lot to get this resolved - but was able to use an out of network company who came the next day and provided the repair - I got reimbursed. All was good for about 9 months - fridge broke down again - has been breaking down for 4 plus months- using a company they provided - takes a week to get an appointment - 10 days for parts, etc...
Assurant says nothing, does nothing but quote policy. Now, the refrigerator has been deemed irreparable... as it should have been weeks ago - I have been 3 - 4 weeks without a refrigerator. Have me still on hold - 36 minutes waiting to talk to a supervisor because the robot phone person will not say anything but "I can only do what I can do". Now supervisor has put me back on hold. All because I want to know if replacing my broken fridge is ok. Not for any money... just to make sure they will still pay the old fridge off. You get nothing but a runaround - they purposely try to frustrate you so you will stop and they will pay out nothing. I will never ever use or recommend this company.
Learn from my lesson. Don't buy an extended service protection warranty. I purchased all new appliances for my kitchen and paid $684 for an additional 4 years of extended warranty. I have had 2 claims now. 1 on my oven, and the last one on my dishwasher. We live in a very rural area, so no serviceman in my area. It takes an act of congress and hours on the phone to go through the process of getting my appliances repaired. This last time, all I needed was a replacement part on the top rack of the dishwasher. They tried to tell me that it is a consumable and that I will have to pay for it. The contract states that "a product is to be restored to normal operating use". The part that broke is necessary to use the top rack on the dishwasher or the dishes will go crashing Down on top of the dishes in the lower rack! It's a $40 part.
After an hour and 15 minutes on the phone, and finally talking to a manager, I somehow got transferred to someone else, and I effectively had to start completely over! He transferred me supposedly, but I heard no hold music and no one was there, so I had to hang up. I will not be calling back. The $40 part is not worth my time and frustration to deal with them... which is what I think they try to drive a person to anyhow. But I PAID for this contract! I am really really angry.
My washer broke down on Dec. 30, 2016. Due to the New Year holiday I waited until Jan. 2, 2017 to call and report the washer been broken and that I needed an appointment to have it repaired. I have contacted them 8 or 9 times. After the 5th call, a repair person called me to schedule a time and found out I was located 2 hours away from his business and decided not to come. I called them back and reported that the service person wasn't coming and that I needed someone else to call me. Each time they put me on hold and tell me they are going to talk with locating and see what is going on. They get back on the phone and tell me that locating never picked up their call and that they have left them an email and someone would call me later that same day and set me up an appointment with someone in my area.
The last time I contacted them which was 3 days ago, I ask to speak with a supervisor. She proceeded to tell me the same exact thing that the other representatives had told me. I told her that I didn't believe that anyone would call me but she assured it that I would get a call that day. Needless to say I haven't heard anything from them.
I have been a customer of theirs for several years. I get the yearly contract and am due to renew it in April 2017. I have called them a couple of times this past year for repair on my dryer and they have always set me up an appointment. The service repair people call me right away and schedule me a time. This is the first time that I have had trouble with them. I will not be renewing my contract. I am now stuck with a broken washer and will have to put out the expense of having it done myself. I would recommend that you DO NOT take a contract out with them! This company can not be trusted.
I bought a one year plan for my Maytag washer. First dishonest thing they did was charge me for two years. They refused to credit me the difference until I provided them with my receipt. When the machine broke down (it's been almost 2 months now) they said they couldn't fix or replace it because their escalation department had determined the part that needed replacing had a lifetime warranty through Maytag and that I had to contact them directly to get the part. I did, and sure enough the part does not have a lifetime warranty (only a one year warranty). They refuse to fix the machine, replace it or even refund my money back on the insurance policy they had no intention of honoring.
This company is a scam. I have been without a washer for almost 2 months. I have literally spent HOURS on the phone with them and still have no washer. This is the WORST appliance insurance company I have ever dealt with. STAY AWAY, they will not honor their contract with you if it costs them more than the repairman they send over. They told ME to get the part and call them. When I do, part is not covered under lifetime warranty. NO company in their right mind would offer a lifetime warranty on an appliance. They would never make a profit. Yet this is their story and they are sticking to it (and to me).
Like many of the reviewers on this site who have shared their negative experience with the Service Protection Advantage company, I too will say to anyone reading this review DO NOT PURCHASE an extended warranty on an appliance. I purchased an extended warranty on my GE washer from this company to protect me if it ever needed a repair. My washer recently had an issue. I contacted the warranty company who sent a qualified, reputable technician to my house to diagnose and hopefully repair the issue. The technician stood in my living room and explained what was wrong with my washer and told me that it COULD be repaired. Today I received an email from the warranty company that THEY determined that it cannot be repaired and that they will be issuing me a check for a small amount. I called and spoke first to Alan who was extremely unhelpful and only after persistence did he transfer me to William in customer affairs.
William and I had a lengthy conversation about my warranty and as I stated as a consumer who purchased the warranty was never informed at point of sale if the company decided that the repair was too expensive they would deem the appliance as unrepairable and send a check. I tried to explain to William that the technician hired by his company told me that the washer was repairable but William told me that only the claims department can make that determination. WHAT. The claims department who has not seen my washer can determine whether or not it is repairable rather than the actual technician sent to my house by the warranty company. The reality is it is about the bottom line for this company. They are more than willing to sell you a warranty, debit your checking account for the payment but when the repair cost is deemed too expensive by them, not stand by their warranty. I like all of the other reviewers was fooled by this company.
DO NOT PURCHASE A WARRANTY from them. I hope that this review saves another consumer from this company. They have made the decision not to repair my washer (even though it is repairable) due to cost. William told me it was not about the cost but I ask you why then will they not repair the washer??? The repairman hired by the company who told me he actually worked for GE for 15 years and was very knowledgeable about washer told me it could be repaired. Once again, a consumer looses against a big company who is only concerned with the bottom line.
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My refrigerator, broke and I was with no refrigerator for more than one month, having them trying to fix for 4 times and they don't want to give me a replacement option as they still want to fix a 2004 refrigerator and having it break down and not paying for my spoil food and making me wait for the parts. Afraid from getting sick, I can't eat at home and lost a lot of money on food, they still don't want to give me a replacement cost and want me to still be with a broken refrigerator which is a delicate appliance to play with as is food that can spoil and we eat it. Being a customer since 2006 and having other appliance with this plan now, I will cancel all and use another company, as they know the situation, they still want me to wait and be with no refrigerator working, I want to get my replacement cost that I'm entitled.
I have been paying this company for at least 7 years to keep my washer insured. I have maybe used them one time. This second time, the tech that was sent took literally 5 minutes and said it was the motor. Took another week to come install the motor. Then said it needed more parts. Took another week to "order the parts". Then I get an email saying that the total of the parts was more than what it cost to replace the washer therefore they would just replace it. I thought ok good. Then I continued reading the email. They said due to depreciation, I was only going to get $101 dollars since the washer was so old! REALLY??
I have been paying for years and not once have they said "you know what, the washer is old so we won't pay you anything if it completely breaks down so I will stop taking your money". They just kept taking it for years and I have calculated I have probably paid them over $1500 but they can't replace a $400 washer. Not to mention according to them, the washer cost $398 but at Home Depot the price is $549. WOW, never again! Big time rip off! If I could give them 0 stars, I would!
SVC company staff do NOT document, do NOT follow procedures, do NOT return customers calls, & transfer you from one department to another. It has been a waste of our time & money (which I knew it would be but my spouse insisted we insure our appliances). We paid the warranty in full, after a couple months, our Kenmore clothing washer started to spot my clothing with rust.
I opened a case and it was a disaster to say the least!!! We had the runaround from SVC protection and Paul's Appliance Service (who is a local service provider) was just the same. We escalated this issue to the "second level" customer relations representative. I'm now in the process of canceling my warranty and getting a FULL REFUND, not 90%, minus this... Minus that... I have had ZERO claims with them!
We purchased an extended warranty for a GE refrigerator and a GE dishwasher. Two years later we called for service on the refrigerator. They said the contract was canceled for missing the final payment. We did not. We got the canceled check from our bank and faxed it per the instructions from the representative. After multiple calls, no one would acknowledge receiving the fax. After the third call, we demanded to speak to a supervisor. The supervisor gave us a new "direct" fax number. We sent the canceled check again. Finally got through to an automated "customer service" line. The computer voice said to take everything out of the refrigerator, read the owner's manual and call back. REALLY? From start to finish (when we gave up) this drama has been playing for nearly two weeks as the refrigerator struggles to maintain 45-50 degrees. The freezer still works. We will consult an attorney tomorrow.
This company hires third party contractors to do repairs, in our experience they provide a poor service. Scheduling the techs is time-consuming and you don't even get a call when they decide not to show up. I put in a service request mid July for a Bosch washer - door not locking. First scheduled date July 18, tech did not showed up. On or about July 30, first tech came and glued the locking door mechanisms, this did not solve the problem. Called again, second tech came mid-August and says he would submit his findings to the warranty company. We called for follow up numerous times only to be told "we will call you by the end of the day, tech still working on your case."
Sep 21, I called again to Assurant's third party contractor and I get very demanding for an answer. The woman on the phone puts a guy on the phone who tells me to call my warranty company and hanged up the phone. So, I called Assurant, I spent almost an hour with the supervisor and given the poor service we received from the tech/repair guy. She agrees to start from scratch by assigning us a new third party contractor to send a Bosch-certified tech (who never made it to my house). Sep 23, I get an email telling me "the reported loss/damage to your product is the result of misuse/abuse. This type of loss/damage is not covered". So, it only took them 9 weeks to arrive to this conclusion. What a waste of time and money. This company is totally unreliable, unresponsive and disrespectful.
Less than two years into our extended warranty coverage, we submitted a claim to Assurant (AKA Service Protection Advantage and Federal Warranty Service Corporation) re: our Viking Refrigerator that was less than 5 yrs. old. (Note: we purchased extended warranty for full Viking kitchen of all built-in appliances). When their service repairman arrived, we were told he would not pull-out built-ins, so we had to arrange for installer to make trip to pull-out. On second trip, service repairman told us within minutes that it was "irreparable" and they would submit paperwork to Assurant for replacement. It must also be noted that all of the service repair groups sent out by Assurant were subcontracted and not Assurant employees.
For approximately two months, our refrigerator sat in the middle of our kitchen while Assurant delayed the process asking for more documentation, another opinion from a different service repair group, etc. We would receive a call about every other week (each time a different Assurant representative) letting us know they were waiting on some information from another department within their organization. We were told many times that they would continue to follow-up. About six weeks into the claim, we were told they had the report and would submit for "cash out". Two weeks later, we received call that claim had been denied due to "rust" on back of refrigerator--NOTE: rust was a result of refrigeration leak/defect and not the cause of problem. Assurant refused to provide any written documentation of their final decision, even though we requested this.
Needless to say, our experience with Assurant (AKA Service Protection Advantage and Federal Warranty Service Corporation) has been terrible. It became very obvious, thru this experience, that Assurant's intent was to drag this out as long as possible and find the best excuse not to honor their service contract. This corporation appears to be in business to take people's money and to provide no customer satisfaction or help. This is apparent since they refuse written documentation for their actions so they cannot be held responsible. We urge anyone who considers purchasing an extended warranty to look elsewhere.
My refrigerator which was purchased in 2011 and has been under Conn's warranty program ever since. In May the ice maker quit working and I contacted Conn’s customer service department to get it repaired. I will not go thru all the excuses for not getting it repaired and all the call backs I was supposed to get within 2 days, which never occurred, but I have them annotated. The latest and last excuse I was given is as follows: my refrigerator is now considered by Conn's to be obsolete (2011 model) and no replacement parts are available, so they are going to give me a nominal amount for my refrigerator to apply to purchasing a new one. This company has treated me as if I am a idiot. I will be filing with BBB.
We have had a top of the line GE bottom freezer for 11 years. We purchased the extended warranty and it has been a blessing. We have had 12 or 13 repairs and everyone was timely and done to our satisfaction. As you can see from the number of incidents, we purchased a lemon. Found out GE didn't make bottom freezers at the time. It was built by Samsung. We have NEVER waited more than 4 days to be scheduled. Often the next day after the call. Have found them to be extremely courteous and prompt.
Samsung Washer was leaking out of the front right corner. Wife called Samsung for service. Wife was offered a "Rescue Repair" and service plan for $355.27. At first, she declined. Wife purchased the service plan after "Brian" promised that if they couldn't fix the washer, they would issue a check to replace it. This was Lie # 1. Besecker & Coss Service of Olean, NY (716) 372-0565 was dispatched:First trip: "Bad sensor" replaced sensor and also scratched floor and damaged wall panel, then unplugged our freezer and left it unplugged, which we discovered several hours after he left - the leaking problem recurred.
Second trip: "Bad computer" replaced computer.
Third Trip: "Bad drain hose" replaced hose.
At five weeks she had ANOTHER service apt, but it was a "no-show".
At six weeks we still have a leaky washing machine, PLUS now we have scratches in our floor, and a damaged wall panel to boot!
The "good news" is that they admitted they couldn't find anyone to fix it - the "bad news" they refuse to make good on their replacement promise, and instead "credited" her credit card for the $355.27. I feel so good about this: The washing machine still leaks across the floor, but on the bright side: My utility room floor is always clean, and I get to build a new wall panel for my water pipes! Yay! I've got a project! They did "credit" her for the $355.27 - but somehow this doesn't make me feel any better about Assurant Service Protection Plan.
This company continued to charge me for months after I cancelled the service. When I called they said they had no record of the charges. I had to block them on with my credit card company.
I called for repair on my appliances (range and washer). I was told that they were unrepairable. I was offered 129 for washer and 179.00 for range. When I purchased these items I was told that if unrepairable they would be replaced. Well Assurance bought them out and they said after 11 years they are given 26% towards replacement. I think this is one of the biggest ripoff. Their customer service dept ladies are very rude and talk to you like you don't matter. I will be cancelling this service. I always received excellent service until they decided to use this company Rip Off Assurance.
Called for service around Thanksgiving 2015. Made appt. No one showed up. Called back and called repairman. He told me he does not let them set his schedule. He will call back. Three weeks later no appt. Called again, he was too busy. January I called Service Protection Advantage. Told them I want someone else. Called another company and said they would be there on Wednesday. It is Feb. 27 no repairman. Sorry service.
Paid for extended warranty for peace of mind... Big mistake!! AG Appliance was sent out after they cancelled on me twice. They spent 5 minutes telling me they were just there to EVALUATE the issues. I never got a call from AG or SPA. I finally called them. They CANCELLED my claim. AG said there was nothing wrong with my washer... It was spinning so loud, neighbors could hear it. If they had actually looked at the machine they would have known there is a loose bearing in the machine... I am currently waiting a response to my request for a cancellation and refund on my warranty from SPA. Never again.
Different names/both scams. You pay a service fee to give you peace of mind but all you get are more headaches. On October 7th put in a request for repair of a dish washing machine. 2 months later we are still waiting for the guy saying that he had to wait for some "parts". When we began making a stink up the corporate ladder he miraculously received the part and made an appointment for NOV 24th. He didn't show up so we called him. He claimed he didn't show up because one of the parts received was broken (A phone call would have been nice?). Bad Customer Service, Bad response time (if any), all lies.
Folks, we had Service Protection Advantage for our fridge protection. When we moved away from the US we cancelled the service via fax. They claim they didn't get it. So fax it again, same spiel! Now after 6 month again the same spiel. The service personnel are nice but just point you to their Terms and Condition. As long as they don't get confirmation they will keep billing you! So learn, use either a courier to hand-deliver the cancellation or even better, stay away from them! A total scam imho!
Don't waste your money for this company. It's a horrible and cheating company. When you buy the insurance, if you have any issue need repairing, normally they will sent a guy from third party to your home at least one week. Then when they come to your home just 5 minute maybe the guy will tell you need replace part. After that you will wait more than one month. When they come back again, there will be the new issue comes out. The worst case they will tell you it was not repairable and they will terminate your contract and return few money which can't coverage repair cost if you find another guy to fix it.
Do not waste your time or money with this company. They are a fraud. Have a GE washer and dryer under protections with Lowe's currently (BEST SERVICE EVER) and the protection plan is expiring soon and I was not sure if I could pay to have it extended. I had a problem with my dryer. Called this company. Was told there was no provider showing up in their system, schedule my own appointment, pay for it, after paying them monthly and they would reimburse me. I asked to have this fraud service cancelled and my money returned back to me. I checked my account and they have STOLEN $30.. Pay two months refunded one month and $12 dollars for the second month. The nerve to steal my money after providing customer service, sending out fraudulent information. Do NOT go with this company.
My dishwasher went on the blink August 5. Since I have washer, dryer, stove and refrigerator on the policy, I guess I should be grateful the dishwasher is something I can live without, though I'd rather not! First they said a technician would contact me and gave me his number. He didn't call, so I called him a call a couple days after getting the information. Then he was going to come over last Sunday. I waited three hours, he never called to cancel the appointment, I called him 3 times without response. On Monday I called the company and they said they would contact me when they had a service person available in my area, probably by the end of this week. I live in NYC and there are thousands of service people available. They also said I could pay for my own repair and be reimbursed up to $150. A service call from Miele starts at $200 without the items needed to repair the machine.
I am gun shy to continue paying this insurance which costs me a little over $200 a month AND pay for repairs which now I question would ever be reimbursed by them. The first Service Protection Advantage case worker I spoke with told me I didn't have insurance on the dishwasher, then when he realized I did, he wanted the serial number even though it is in the records and I had given him both my policy numbers. I am frightened to give them another cent and think the company is a fraud. Spending time and money to get them in court seems like a major headache. DON'T USE THIS COMPANY, YOU WILL BE SORRY.
After 4 service calls and the service representative stating the unit as unrepairable, I was informed the replacement would have to come from Kitchenaid. After a call from Kitchenaid, I was informed that the warranty company was to provide the service and replacement and honor the legally binding contract. After 4 hours of being placed on hold numerous times, I would appreciate some assistance with Service Protection Advantage. Thank you.
I have read through reviews and agree with each one. My experience has been the same. In early March, during the wash cycle, the water does not shut off. You have to turn off the washer to get it to stop. After calling SPA for the first time in early March, their selected service provider did come for the first appointment to evaluate our machine. After only about five minutes, they said three parts needed to be ordered. It has now been 13 weeks since this first visit and our machine still does not work. The service company has been a no show for three appointments and cancelled one due to ordering the incorrect part. They have shown up for two appointments, each time having to order more parts.
As others have said, they have our model make and number and should be able to have parts available without a two to three week wait for the part to arrive. The worst part is they have not shown up for an appointment since May 1st. This is six weeks. During this time, I have also called both SPA and the service company many times. It is the same story as others with SPA. I have been told they will call back with an answer and no return calls from them. I have been elevated to supervisors and also given incorrect call back extensions. Most of the time they are defending their service provider and have no interest in providing any customer service. The service provider is the same. Continue to get the run around and excuses. Their incompetence is unbelievable. At this time, I have also filled a complaint with the BBB as well and waiting on a response. I would not recommend for anyone to buy one of their extended service contracts.
One week ago I set up an appointment with Service Protection Advantage (SPA) company to have a refrigerator fixed. They told me the name and phone number of the repair company and we agreed the repair would be done between 8 am and noon today. At 12:40 PM, I called the repair company to ask why they had not shown up for the appointment and the guy I talked to told me he cancelled his contract with Service Protection Advantage company 2 years ago. Sooo, I wasted a morning waiting for a repair person that did not show up and when calling SPA back to get the correct company to fix the refrig, I was put on hold for 19 minutes until she could find someone to do the repair. What an outfit!!
My oven doesn't heat properly. After contacting the company, they installed a new thermostat several months ago. This didn't solve the problem. I contacted them again 3 months ago. After visiting my home, the service technician said the oven could not be repaired. His evaluation was submitted to the company. They decided that a part was needed. The part had been discontinued and could not be located in the U.S. The search for the part lasted 2 weeks. I was told if the part could not be found, I would be giving a check to purchase a new stove (1/4 of the purchase value of the oven). I spoke with someone 4 times in regards to the check. Three times, I was told the check was being processed and on its way via the claims department. My latest and fifth call, I was told that the company was going to repair the unit after all.
Stay away from this service agreement protection plan. They do not honor their own guidelines and promises. I'm very disgusted and frustrated with their integrity as a business. The constant calls, the constant denial to make good on my service agreement plan. It is now May 17. Since February, I have spoken with them seven (7) times about repairing/replacing my oven and my oven is still not repaired nor replaced.
I recently took out a contract and got a real person who told me I would receive the confirmation in 48 hours. This was four days ago. When I try calling, I only get a recording. I have sent two e-mails and have received no reply. I would not recommend this company... they are liars!! I am wondering if they will even cover the appliance as they said they would when and if I need service. Customers beware of this company.
I bought service for my washer, dryer, and dishwasher with Service Protection Advantage on 12/12/2012 to cover repairs until 12/12/2017, $1200 for 3 appliances. I've used the service three times and have found that there is an enormous amount of my time wasted. I waited four hours for a service technician to just diagnose the problem, then I have to make another appointment for repair, waiting another 4-5 hrs, plus waiting a week to get the part. Since SPA already has the model/serial number for my Kenmore Electric Dryer, why don't they bring the parts that may be needed on first visit?
I would not recommend Service Protection Advantage to anyone looking to purchase warranty work for their appliances. Their customer service is terrible. Every appointment you make, you have to sit home for 2 different days, with a 4-hour window each day. They will come assess you first visit then come for a second visit and hopefully repair it. Not so in my case. A cooling fan needed replacement. They did a half assed job and tried to fix it by repairing half the part. When it did not work less than 8 hours after they left, I had a representative at my house who works for the oven company themselves. They said it was a poor repair job and I never should have paid for this. That is how Service Protection Advantage gets you. They take your contract money up front and then do shitty repair work.
When you ask for a supervisor, they connect you to a general call center which by the way, they have many of in different cities. When I asked Joslyn to speak with a supervisor about my issues, she said that you are required to sit home home for more than one appointment for parts. They carry basic ones on their trucks. When I gave her my case number and told her I spoke with another supervisor 3 weeks ago named Melody, she has no idea who she is. I did leave Melody 4 voice mails over the past weeks and still have not heard back from her. Joslyn said every person at the call centers are supervisors and they report to no one - that they are their own boss. This company's customer service is terrible. DO NOT PURCHASE A WARRANTY FROM SERVICE PROTECTION ADVANTAGE.
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