ComplaintsforAmazon Home Warranty LLC

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called in a service request October 2021 for my garbage disposal. They were not able to find a provider so I was told to find my own & I would be reimbursed minus the service trade fee. I submitted my paid invoice & documents & STILL HAVE NOT RECEIVED MY REIMBURSEMENT. The agent said my address needed to be verified & I did that. I called back last week on Friday, 12/3 & my check still had not been sent out. The rep said he was escalating it & I should be getting a call. It’s now 12/8 & my reimbursement has not been processed!

  Business response

  12/14/2021

  We sincerely regret any delays in the issuance of your reimbursement.  We have followed up with the billing department to ensure that any owed funds are released if they have not been so already.  We thank you for your continued patience and value your patronage, and ask that you please expect any owed payments to assuredly arrive to the mailing address on file within the next few weeks. 

  Warm regards,

  AHW Team

  Customer response

  12/28/2021

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed.

  
  

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have Amazon Home Warranty (AHW) since late last year. It is a 3 year contract with first month or so fee. It expires Sept 2023. About few weeks ago I had an issue with dishwasher. Filed a claim. AHW could not find anyone. They told me to find my own repair person. They insisted that they be contacted before work is done. I got a repair man and he gave me the cause (normal wear and tear) and gave me a quote for $590. I asked him to wait and called AHW as they requested. After one hour, they answered, took all details and said that someone will call within an hour with authorization. No one called. The repair person left after waiting for 1 hour. I kept calling AHW and finally got hold of someone and they said it will be 24 hours (I asked why they said i will hear within an hour!). Anyway, i got a call back 48 hours later, from some manager. He said he is only approving $250 or so. I asked why? There was no reason. Saying that is what he is willing to pay. He said that there is a clause in the contract that says they can decide to pay whatever they can! I missed it. I could not believe it. So, I cancelled the contract. They immediately obliged. As per the contract, I am owed the remaining money on my contract. It is till Sept 2023. I should get at least 2/3rds of the money I paid for the contract. I tried contacting them by phone. They said that contract admin will contact me within 24 hours. it has been 72 hours. They no longer respond to my emails. Basically they are violating the contract.

  Business response

  12/18/2021

  After reviewing the cancellation of your contract, we confirmed with the billing department that from your premium you were billed for coverage to date and all applicable fees, in accordance to section XIII. of the residential service agreement.  From your premium they deducted payment for monthly coverage fees from purchase to cancellation, any actual costs incurred throughout the contract life including funds paid out to the consumer or contractor on your claims, and a 10% cancellation fee.  You were not owed a refund after cancelling your contract.  For further clarification please refer to the residential service agreement terms and conditions.  We thank you for your patronage and wish you well in the future.

  Regards,

  AHW Team

  Customer response

  12/21/2021

  The contract says the cancellation fee is $30 or 10% of the value of the contract, whichever is less. 

  I have a three year contract and I am cancelling after 1 year. How can I not get a refund?

  Please provide a detailed account. I am going to contact attorneys general offices of Ohio, New York and Kansas (areas where they have offices). And also the consumer financial protection  bureau for fraud. Thank you
  
  Regards,
  
  ******** ***********

  Business response

  01/12/2022

  You are correct, you are due a cancellation fee of 10%, but in section XIII. there are other applicable charges that were deducted that you skipped over in your response.  As we previously explained, you were charged according to the full terms in contract section XIII.  This includes the cancellation charge you mentioned, as well as all costs incurred by AHW throughout the life of the contract.  AHW had previously paid out $437.00  on your claims, and this was recouped from your premium, leaving no balance owed to you upon your early cancellation.  
  Again, for further clarification please refer to section XIII of the residential service agreement in its entirety.  
  Regards,
  AHW Team.

   

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home warranty in 2019, only required a single simple repair toward the end of my warranty. They waited to send someone until my warranty ended. Then demanded I had to renew, which I did and they sold me on a 3 year plan to which I told they stated I had a 30 day “trial” period. The repair was still not fixed so I reached out and they agreed to a single one year plan to which they promised my satisfaction. Still not repaired in December of 2020 I call irate and with another simple home repair to which I am ignored and hung up after the person answered the phone “no speak English will call you back” I finally get in touch with Raven (my prior contact) whom says I owe the two additional payments (to cover two more years) I explain she was the one I spoke to previously who promised my satisfaction to which she says all she can do is cancel my policy early with NO REFUND. I literally paid over $1000 for no actual home repairs. This company is a scam, the “contractors” they did send to fix had little to no knowledge and were beyond unprofessional. I had to come out of pocket twice in one year (during a pandemic) which is heartbreaking and should be punishable

  Business response

  12/18/2021

  Our records indicate that your refund was calculated according to the terms of the residential service agreement.  You were billed for contract fees to date and actual costs incurred by AHW throughout the life of the contract, which include payments made on all claims.  We have confirmed that the funds paid out by AHW exceed the premium amount and there is no refund left upon your cancellation.  For additional clarification please refer to the residential service agreement section XIII. outlining all applicable charges. 

  Regards, 

  AHW Team

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Home warranty purchased for $830. I filed a claim...We have received your request for service, below you will find your claim number for your reference. A service professional will be assigned to your claim within 1-2 business days. Claim # ****** Nov 18, 2021 Service Call Fee: $75.00 ,Unit: Oven / Range / Stove / Cook top Unit Type: appliances Brief description of the problem: not working properly My response.....It's been 10 days since I filed this claim and no one has contacted me. On Thu, Nov 18, 2021 Their response today Nov 30, 2021... Regrettably, we have exhausted the search for a licensed technician within our vendor network in your area. We do offer a reimbursement option so that you may use a vendor outside of our network. Please follow the instructions on our claim reimbursement form located at: ************************************************** Please submit for approval before any work is completed. Please reach out to us at ###-###-#### should you have any further questions. Thank you for your patience and for being a valued customer. My response today Nov. 30, 20221..... 2:38 PM (44 minutes ago) to existing claims, me I am sick of doing your job for you if you can't do service I requested. I require full reimbursement of $830 I paid so I can find a company that is better equipped to handle my repairs. I'm sure the Better Business Bureau will agree with me. I require a response within two days. AHW Contract #********* Customer name: Coverage Address: xxx NE ****** ** *** ******** ***** Quoted Price: $830.00 / 1 Years Plan Selected: COMBO PLAN_ Amazon Home Warranty has refused to address my needed repair to my oven filed Nov. 18, 2021. No one has contacted me for repairs in 19 days. I want a full refund so I can select a home warranty service that actually make repairs to the items I file for. $830.00

  Business response

  12/17/2021

  AHW has not refused to address your needed repair as we have worked diligently to assign your claim, and informed you of all updates thus far.  As you were informed, our dispatch team has not been successful in assigning your claim to a contractor in your area to perform the service call for us. As stated in the residential service agreement AHW will reach out to local service contractors within 48 hours to try and assign claims but AHW  does not make guarantees as to the availability of independent service contractors or their acceptance of work orders, hence why in situations such as yours we provide our reimbursement route as an alternative for prompt servicing of claims.  We are absolutely willing to assist with your claim should you provide us with a licensed contractors' diagnosis report as outlined in the reimbursement form you were sent.  AHW would continue to process the claim based on your contractor's findings and reimburse you for any approved repair costs.  We do understand the frustration that comes with delays in assigning a service contractor and ideally seek to have claims assigned as soon as possible, but again, we have reached out to a large number of local contractors in your area and none have accepted the work order.  As stated in the opening of the contract "It is understood that we are not a service contractor and we are not ourselves undertaking to repair or replace any such systems or components."   We would greatly appreciate and look forward to your cooperation so that we may provide our assistance and see that your issues are resolved swiftly, however your complaint has included a request for a refund/cancellation, so we will also forward your request to the appropriate department so that they may reach out and discuss further with you.

  Regards, 

  
  AHW Team
  

  
  

  Customer response

  12/21/2021

  I am rejecting this response because: Claim # ******
  I believe 1 full month to go without a working oven is unacceptable for any Home Warranty company to make a customer wait, for any reason after paying $830.00 for home service repairs 1 full year.
  
  Regards,
  ******** *********

  Business response

  01/26/2022

  Our records show that your contract has been cancelled and a prorated refund has been issued, adherent to the Cancellation terms found in section XIII of the residential service agreement.  A refund has been processed and sent to the address that is on file, and we ask that you allow ample time to ensure delivery.  We do regret that we could not assign a contractor to your claim prior to your cancellation request, and that our alternative reimbursement route was not agreed to, as we would have gladly assisted had a contractor agreed to provide service.  We wish you well in the future.

  AHW Team

  Customer response

  01/27/2022

  For your information, this Home Warranty company Amazon failed to send anyone to look at my appliance which is broken, therefore they have not complied with their own contract. They stated no service provider or repairs was available, they did not send anyone to even see what was wrong with my Appliance oh, and they did not send me a list of repair people they contacted. To this date January 27th 2022 I have not received any of my $830 back from this company, and I doubt if I will see anything ever in the future. 

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a problem with HVAC system that is covered by the warranty. I called they sent their person out I paid them and they found issues. My heat has been down for a week and the service company has lied to me. They are not willing to fix the problem and they are scamming me. These people lie and make reasons not to pay me. I would like to have some formal complaint.

  Business response

  12/29/2021

  After review of your claim the outcome remains non-covered.  This was determined based on the paperwork you submitted from your independent contractor that recommended the heating system's replacement due to the deterioration of the components, which is not a mechanical failure and is not covered by AHW.  Additionally, they reported the heat exchanger shows signs of blockage, which is considered a maintenance related failure and not covered.  As stated in the contract section VII.S., AHW will not pay for repairs that result from your failure to perform maintenance to your systems and appliances.  A blockage in the heat exchanger results in loss of efficiency, that causes excessive wear on the rest of the system having to work harder than intended.  This results in damage to the Heating system and will result in premature failure of the components, such as the blower motor weakening and the contactor shorting out due to the system overworking.  The heating system failure was preventable through proper routine maintenance.  For further clarification, please refer to the residential service agreement section VII.S. of the General Limitations of Liability.

  S. This Contract does not cover performance of routine maintenance. You are responsible for performing all routine maintenance and cleaning for all covered items and systems as specified and recommended by the manufacturer. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers' specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement. We will not pay for repairs or failures that result from Your failure to perform normal or routine maintenance.

   We do understand the frustration with the outcome but the fact is that we could not assist per the contract terms, and at this time we have credited your contract with a free service call fee to use on a future claim.

  Regards,

  AHW Team

   

  Customer response

  12/30/2021

  We do not understand as the vendor they refer told us there was no maintenance is and that this company makes independent calls with out speaking to vendor. 
  It was cracked no blocked 
  
    
  
  

  Business response

  01/07/2022

  For further clarification as to why your claim was not covered please refer to the terms and conditions of the residential service agreement at: https://ahwp.com/sample-contract.php

  A cracked heat exchanger is the end result when the system is not properly maintained (VII.S.), as clogging of the heat exchanger leads to overheating which will cause cracks to form in the heat exchanger shell if not properly serviced or effectively maintained.  A cracked heat exchanger is actually explicitly listed as a non-covered failure (V.1.B.), therefore the outcome to the claim remains non-covered with the addition of this new diagnosis information.  At this time the credit for a future service call has been applied to your contract for use on a future claim.  

  Regards,

  AHW Team

   

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 17, 2021 I submitted a claim for my Refrigerator (w/Ice GE ************) for repair due to the temperature keep going up. On September 21, 2021 ** Appliance Repair came out to my home to service the Refrigerator (******* ******* was the Repairman at ###-###-####). Once taking apart the Refrigerator to see what was the issue, he stated that he would submitted his finding to AHW for approval for him to do the work. I was September 22, 2021 a customer service rep from the buy out department called and stated that they will not be repairing the refrigerator but instead stated they will forward me a check for $499 dollars. At which time he stated he needed to verfy my home address to get the check out. When I questioned just $499 for a replacement he just stated they don't go by color just model. After two weeks I call the customer service line (###-###-####) and spoke with a customer service rep about the status of said check. At which time he told me it was approved for $599 and it will take 4 weeks. So I called back on Oct 30, 2021. I spoke with another service rep about the status of said check, he stated someone from billing will call me in 24-48 hrs. I waited for another two weeks and on and about November 12, 2021, I called again, and inquired about the status of said check. He inform me that someone from billing will call me in 24 hrs. When I explain I have been waiting for weeks, he stated this time it will be 24 hrs. I waited and call back on or about November 19, 2021. This time I ask for a supervisor and what they told me was he will call me back. So I waited and now I called back on December 1, 2021 and ask about the status and they stated that the billing department was close and someone will call me back. When I ask if I can call the billing department directly, he stated they are not allowed to give out that information.

  Business response

  12/16/2021

  Ms. *****,

  We have inquired with the billing department as to the status of your payment.  At this time we are awaiting to hear back.  Should the payment have already been released we will confirm the check status and if it has not been deposited or cashed we will reissue you the payment to the confirmed mailing address on file.  We do regret any delays in the receiving of your funds, and assure you that you will receive what is owed.  We appreciate your patience and value your patronage.

  Regards, AHW Team

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6/01/21 I Paid $530.00 to Amazon Home Warranty after receiving the contract letter of what was not covered I was unsatisfied with the provision and requested to cancel the warranty which it states that you can cancel the policy. After 2 attempts after the company told me I would receive my refund in 1-2 business days which I have never received . The keep saying there are going to refund the money but have failed to do so.

  Business response

  12/29/2021

  When your contract was processed for cancellation, our billing department discovered a chargeback filed by you with your financial institution, which put a hold on your account until the matter was settled, and our system did not release any funds.  We are currently investigating the matter with our billing department and should the chargeback have been resolved we will process the cancellation refund accordingly.  Thank you for your patience.

  AHW Team

  Customer response

  01/07/2022

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed.

   

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a home Warranty from AHW Amazon Hone Warranty and had to have a repairman come out to check on my air conditioning and heating unit because I was smelling gas. I was told they were not able to get any workers and I should hire someone myself and they would re-pay me. I hired an HVAC person and then had to pay to have a plumber that could weld the gas line. I sent the bills in for repayment and was told it would take a few days for approval. I waited and waited and finally was able to contact someone and they told me my repair was approved and I would be getting a check. I had been waiting several months and finally got a check for $208.00 I deposited it in my bank account and after nearly a week my bank told me the company filed a "stop payment" on the check. I tried to contact them several times and finally today I talked to someone in the billing dept. and she said they canceled the check because I discontinued my account with them. I was told that my contract would be renewed in December and I should cancel by the 17th of Dec. So this is what I told them The check was dated Nov. 17, 2021, and I deposited the check right away into my bank and I was told that they do not write checks once I cancel with them. "She said "I couldn't make a cancellation in the future" So the check was deposited before the 20th of Nov. and they canceled it before my bank was able to clear it. I talked to someone that was very rude and adamant I was not going to get my money back even though that was the agreement because they had no workers they could send me. I just want my money that they owe me $208.00 plus the $15.00 my bank charged for the bounced check.

  Business response

  12/16/2021

  Our records indicate that you were issued a reimbursement check on 11-17-2021, and shortly thereafter AHW received an e-mail request for cancellation.  As you were advised by an AHW representative, AHW does not post-date cancellations of the contract, and your cancellation request was processed when AHW received it on 11-19-2021.  Upon early cancellation, AHW is within its right to recoup any actual costs incurred by us throughout the contract term.  This includes any payments issued on claims to contractors or consumers.  Due to your cancellation request the contract was effectively closed out and any payments made by AHW were recovered through the same billing mechanisms they were issued.  Should you seek additional clarification, please refer to section XIII. of the residential service agreement.  We wish you well in the future.  

  Regards,

  AHW Team

  Customer response

  12/17/2021

  I am rejecting this response because:  The check was issued to me  on the 17th of November, for work done in September and the cancellation occured on be the 20th of November without any contact regarding the cancellation having to start immediately. 

  This action made the check fraudulent and the AHW collected the monthly payment for the following month the day before cancelling.

  I acted in good faith when I was promised I would be repaid for the work done on my air conditioning system however AHW kept telling me the check was being sent out since September and I only received it in December.  AHW stopped payment after I deposited it into my account and my bank charged me $15.00 fee for a check my bank classified as fraudulent.
  Regards,
  
  ***** ***********

  Business response

  12/20/2021

  Dear Ms. ***********,

  Had you not requested to cancel your contract with AHW, the check you received would have remained valid. However, upon your request to cancel, adherent to contract terms, AHW was within its right to recoup any costs incurred throughout the life of the policy.

  We will not be reviewing this matter further, and wish you the best in the future.

  Warm Regards,

  AHW Team

  Customer response

  12/21/2021

  I am rejecting this response because: they canceled my contract. I asked about canceling my contract months earlier and I was told that I could cancel before my contract renews which is December 20,2021. My requested date to cancel was for December 17,2021 and the company canceled it the same day saying they don’t cancel in advance. They did however draw the Payment and then cancel the contract. They owe me that money as well. I guess I’ll have to join the class action law suite for any satisfaction since their word is no good

  Regards,
  
  ***** ***********

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 1 yr AHW. I contacted then on 11/22/21 about issues with my clothes dryer. I was advised I would hear from them with a contractor within 24-48 business hours, a business hour being 8 hours a day.I told them that I never was told that before and that information is not within my contract. On 11/29/21, I called them again and was informed that they do not have ANY contracted to fix me dryer and I would have to find someone myself, pay thewm out of pocket and thwey would reimburse me in up to 4 weeks. I told them that my contract states that I would only have to cover $60.00 and I could not wait 4 weeks for my money to be refunded. They told me that is my ONLY option and I could not receive my money any quicker. Even though it is a financial hardship, I found a repair facility that gave me a price of $275 for repairs. I had the technician call them and was informed that I would receive a phone call authorizing repairs within 2 hours. I was told on 11/29 that due to my having to locate someone, there would not be any pre-authorization required. This contract has been invalidated by my having to pay for the full cost of the repairs and having to find my own repair facility. The reason I purchased the warranty is to avoid finding my own technician and definitely to prevent my having to come out of pocket with more than the contractually agreed amount of $60. I feel defrauded and as they have taken my $519, I have no recourse but to play by their underhanded rules that have been changed up in the middle of the contract. I have no recourses available to me other than to pay for services promised to be provided by way of contract during my original payment of $519 but not provided with them in control of my money. In addition, everyone I speak to seems to have a different story with no one standing behind statements made by their companies employess or their contracts.

  Business response

  12/06/2021

  Ms. *****, 

  We understand the urgency in having your home systems and appliances fixed when they fail, and regret the inconvenience of localizing a service contractor in your area due to limitations within our network.  While we make all attempts at assigning claims in a timely manner, there are factors that fall out of our control such as the immediate availability of the contractors within our network.  We appreciate your understanding and willingness to proceed via our reimbursement route.  Our records do show that your latest claim was approved for a reimbursement and your payment has been reimbursed after deducting your service call fee.  We recommend you allow ample time to ensure the delivery of your payment.  

  Regards, 

  AHW Team 

  Customer response

  12/07/2021

  I am rejecting this response because: I have not received a full reimbursement for repairs, I was told it would take 24-48 hours for a repair person to contact me and they never did. I had to call back and was told it takes 24-48 business hours with a business hour consisting of 8 hours per day. This is not in the contract I have with them. I purchased a service contract to avoid me from having to find a repair person and paying a higher cost out of my pocket. All I got was apologies for what could not be done and upon my requesting a supervisor, I was denied but assured I would receive a call back which never occurred. What good is a service provider that does not have anyone in the area I reside to service my appliances? As of this date, my appliance is still in the state of ill repair as I am waiting on parts. I requested repairs from AHW on 11/22/21. If they can not live up to their contractual obligations, they should have refunded me my money that they accepted but are not providing the service. I paid under false pretenses or at the very least, the terms and conditions changed for them but I am stuck holding the ball. 
  
  Regards,
  
  ******* *****

  Business response

  12/15/2021

  Ms. *****,

  As previously noted, your claim has been reimbursed.  Please keep in mind AHW does not control the availability of local independent contractors, nor can we control the availability of parts that may be required.  Our records confirm that we have issued you funds in two parts totaling the cost of the repair as quoted by your own service contractor, thereby fulfilling our commitment to provide assistance within the limitations of the residential service agreement.  As stated, AHW reserves the right to offer funds in lieu of repair, which we have done.  We have assisted to the best of our current ability by providing you the means to pay for your repair through your own contractor.  You were issued an initial payment to more than cover the diagnosis, and then once we processed the diagnosis, an additional check for the remaining balance after deducting your due $60.00 service call fee.  There have been no changes in the terms of the contract, and for additional clarification of the agreement terms and conditions, please refer to the contract terms that can be found on our website at: *************************************  

  Regards,

  AHW Team

  Customer response

  12/20/2021

  I am rejecting this response because: My contract states I would receive a response from a technician within 48 hours. Not 48 business hours, 48 hours. As far as I have seen within my contract, it does not state I am responsible for locating and paying for all repair charges up front and be reimbursed. My contract states I am to pay $60.00 and no more than $60 and the other charges would be repaid within 2-4 weeks. I will state again, that is why I paid you $519.00, to take away those responsibilities from myself. In addition, I would never have signed up for coverage with you if I had to do all the leg work myself. That is one of the best parts of having a real warranty contract The service technicians were most definitely available in my area in the beginning of our contract. 
  Regards,
  
  ******* *****

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company failed to resolve my claims for repairs, when I called they put me on hold for over an hour, and when someone finally answers, I couldn't understand. The claims are for a dishwasher and dryer. They assigned me a technician that didn't show up and after promising to come on more than one occasions. Even lied about coming to the house. The second technician they sent showed up but didn't really repair the issues. I called again and after being put on hold for over an hour, I was told they would not fix my appliance because it's not covered. After almost two months nothing has been resolved. I told them I need to cancel the service if they can't fix my claims. I checked my account and they continue to charge my card for the monthly fees. This business is very bad and service is none. I called again and they just hang up. The original claim was on September 7, 2021. Claim # ****** They finally sent a technician who showed up on Oct. 18th. He looked at both appliances, and said the dishwasher needed a part. And he had to put in an order request with AHW. Few days later, this was when I was told that they denied the request and would not repair the problem. The dryer duct needed clean which is not covered, that is fine. But the dishwasher should have been fixed. I need them to stop taking my money since they can't fix any of my appliances, that's all I want.

  Business response

  12/17/2021

   We have noted that you were provided courtesy approval for the non-covered vent clog issue on your dryer claim, and that your dishwasher failure was deemed pre-existing to effective coverage, so the claim was not approved for repairs per the contract terms. 
  
  Our records indicate that on 10-29-2021 a chargeback was initiated with your financial institution over contract fees. This unfortunately leaves us unable to provide assistance with your cancellation request until the matter is decided.   We will update your contract accordingly once the chargeback is settled.

  Regards, 

  AHW Team

  Customer response

  12/20/2021

  This is in response to the latest email regarding my complaint filed against Amazon Home Warranty (AHW)
  >>>> We have noted that you were provided courtesy approval for the non-covered vent clog issue on your dryer claim, and that your dishwasher failure was deemed pre-existing to effective coverage, so the claim was not approved for repairs per the contract terms. 
  
  ??Please see attached screenshot of a message I received from the contractor that came to look at my dryer and dishwasher. This
   was after I was told by AHW over the phone that they would not fix my appliances. Their contractor (who I paid a total of $130 service fees) told me himself that AHW would not fix the clog so I had to hire somebody to have it cleaned. AHW never offered me a courtesy approval for non- covered vent clog. So that's a false information from AHW.??
  
  >>>> Our records indicate that on 10-29-2021 a chargeback was initiated with your financial institution over contract fees. This unfortunately leaves us unable to provide assistance with your cancellation request until the matter is decided.   We will update your contract accordingly once the chargeback is settled.
  
  ?? I gathered that that chargeback was initiated by my financial institution (******** *******), after I disputed the $45 they charged on my card for the month of October. I disputed the charge after AHW made it clear over the phone that they would not fix my appliances. I told them I don't need their services because they failed to provide the service they promised. After all the aggravation and monthly fees they charged me, I don't see any reason why they continue to charge me. Speaking of charges, please see attached a screenshot of the $45 they charge my ******** ******* card on November 20, 2021. I want AHW to refund me that money and to STOP charging my card. I do not want to deal with them anymore. They are a really bad company. The only acceptable resolution at this point is for them to refund that $45 from November and to stop any charges in the future. I want them to CANCEL the service (or lack thereof)  What they are doing is false advertisement and they are defrauding their customers. I am surprised they are still in business after all the complaints against them. Anyhow, below are the screenshots. Sincerely,
  
  
  
  

  Business response

  01/12/2022

  Dear Ms. *****,

  We have forwarded your request for cancellation to the appropriate department. Please expect a call from a member of our billing department to discuss the charges on your account.

  We do regret your decision to cancel, and wish you the best.

  Sincerely,

  AHW Team

*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. ↩