ComplaintsforGold Star Home Warranty

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I reached out to Gold Star Home Warranty on 5/21/24 because of a leak in my AC unit. I left a message which was never returned. I got a link to their website & the owner's name from my mortgage company. I made contact with ***** ****** & she informed me I needed to file a claim. On 6/5/24 I filed the claim. I had a technician out who diagnosed the problem & provided an estimate. On June 8, she texted me she needed that estimate- I emailed it to her June 11. She stated they didn't do reimbursements. I said I wasn't looking for reimbursement because I hadn't had it repaired yet. I also stated I was fine paying the $60 Gold Star charges to have one of their technicians look at it. When making a claim, it states a link will be sent to make that payment. I never got that link. June 12 she requested documentation that proves the AC issues found in the Home Inspection were taken care of. June 20 I sent her documentation (invoice & photos) from MVP Heating & Cooling showing they had taken care of all the issues from the inspection- I didn't hear back. June 26 I emailed- didn't hear back. July 6 I emailed- didn't hear back. July 15 I emailed- didn't hear back. July 29 I emailed- didn't hear back. Aug. 10 I emailed, stating I would file a complaint with BBB if I didn't hear back. Aug. 12 she responded stating my emails were in her spam folder & there was no claim in the system & she asked for everything I had previously emailed. I resent everything along with a screenshot of my original claim. Aug. 20, I texted. She replied I should have received an email stating my claim had been denied. I didn't get that email. Aug. 22 I texted I still hadn't gotten the email. She texted it was denied due to pre-existing rust/corrosion. I replied there are no photos of that pipe before this so no proof that it is pre-existing & it's a copper pipe which doesn't rust. Also, unit was only installed May 2022. I never got the official denial email. Gold Star has all relevant documents.

  Customer response

  09/15/2024

  All of my contact was directly with ***** ******* the owner of the company. Her direct phone number is ************ and her email address is ********************
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We bought our home in January of this year. Gold Star is our warranty company. Our AC started leaking into our basement. I put in a claim. I was told it takes two days for them to send an email to get the claim going. I to this date have never received an email. I called our representative and she says she sees it in the system she will see what is going on. Days went by and still have not heard anything. A month later I called, still don’t know nothing. Finally six weeks we get someone to come fix it. Nope he’s just to look at and send it into to the company to get the ok to fix it. It’s been over two months and we haven’t heard anything. Our representative won’t answer our calls. Now our upstairs bathroom is leaking into the basement and I’ve put in a clam on June 21st and have not heard anything yet.

  Customer response

  07/10/2024

  I have not heard anything from them. I would like my $600 back so I can find a company that will help us out.

*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. ↩