Buyers Protection Group (BPG)
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Home warranty is a complex insurance product. Unlike home insurance, it does not provide blanket coverage for all appliances. Pre-existing conditions and problems resulting from lack of maintenance of appliance are are generally not covered by home warranty companies. Home warranty sellers may not state these factors clearly, and this will create dissatisfaction among customers. Due to these factors, you will see many negative reviews here. |
Don't be intimidated by some negative reviews here. If you have maintained your appliances in good condition and go with a reputed home warranty provider, your coverage will be fine.
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We placed a call about our stove over six weeks ago and still have no working stove or a replacement stove. We have called several times and have been given the run around. After we accepted the cash settlement the company failed to process the request. We called back Monday only to find out that the request was not processed. The service representative said they would resubmitt the request and have it processed today. The gift card requested would take 5 to 7 days on day 8 we called Lowes who we were told by BPG was going to mail out the card has the tracking number and BPG does not receive them. When we called Lowes they did not have any paper work on our claim and stated that when they receive an order form BPG they process it and send a tracking number to BPG. We were then given a number to call to check the status of the repair ticket and that department said we would have to call claims in order to check the status of the claim as they did not have the claim for us. As of today (5/8/2013) we have no working stove and were told that a processing error had occured and that it will be another 5 to 7 days for us to receive the gift card.
Bottom line I would not recomend this company to any one and I will never do business with this company again.
We called them about our A/C unit duct work having holes in it due to squirrels and other rodents. They kindly explained to us that there home warranty only covered the breaker switch to our A/C unit. I mean REALLY, just a switch. So your telling me that if my A/C unit goes out you will only cover the breaker switch. Awesome, and in the past they have told us other things similar to this just so they will not have to cover a thing, yet will still call me and remind me my payment is now due. I will never use this company again and recommend no one else should as well.
We have been with this company two years. The customer service ranges from mediocre to egregiously poor. Managers are more polite and professional than ordinary claims staff, but appear not to be in a position to make reparation for anything inaccurate or misleading the claims staff may tell you. In one instance a claims staff member refused to let me speak with a manager, but then relented when I said that I would call back and tell the manager that she refused to let me speak to a manager.
This company is a joke…send a guy out who took my $60 deducible payment and didn’t fix our stove…called him three times and never heard from him again. It took two calls and three emails back to BPG to get them to send someone else out. I think they use the shadiest repair-people….
This is the worst company ever. They take forever to make a decision on whether or not they will cover repairs, especially on major things like air conditioning units. They displaced us for five days in 110+ degree weather while they made a decision to replace a needed part in our air conditioner, and then found a loophole in the contract and forced us to pay an additional $300+ in labor to have the work done. I would never, ever recommend this company to anyone. No truer words were spoken in shopping for a home warranty: Buyer beware.
I bought my house almost one year ago. My first house. The seller provided me with a one year warranty with BPG. It has been nothing short of worthless. Just a few weeks after we took residence in the house, the sewer line started backing up in the basement. They sent this plumber out who was completely rude and unprofessional. Did nothing but complain about his job. My deductible is $75 but the guy wanted another $150 on top of that because he had to go up on my roof. Nowhere in my contract does it say anything about an additional charge. My husband took issue with him and while he was on the phone with me to make a decision on how to proceed, the guy just left. I had to deal with BPG to get someone else to come out the next day because my basement was filling up with water and it is a finished basement with carpeting. They sent someone out the next day and he cleared the line. Wasn’t long after that this happened again. And again. The last time, a different guy came out, said he cleared it and it was backed up again that very night. I called BPG AGAIN and they said they were very sorry and dispatched someone to come out. No one showed. My husband called them and they said they have suspended my coverage because of too many calls for the same problem. The problem is that this plumbing company they contracted with have not fixed anything! I called someone out on my own dime. They cleared the line and I haven’t had any trouble since. In my honest opinion, BPG has been completely useless and has cost me more money that I could have possibly saved. Now they want me to renew the coverage since it will be a year next month. Why on earth would I renew coverage with a company that won’t cover anything?
I finally needed the warranty at the end of my contract. The contractor you sent over told me he repaired the roof leak that was dripping into my kitchen. Only after having a good rain fall after my contract expired did I discovered that the contractor did not fix the leak, he only caulk in a few places that he thought might be the problem. I found out that they only took money $75. I called them to inquire if they warranty the repair, since they did not repair it the first time and only met with resistance. All I want is what I paid for. BPG needs to know that the contractors they have working for them aren’t doing what they are paid to do. The people that buy or put this warranty in their home purchase contracts need to know what to expect from this warranty.
Recently purchased our home and this company was recommended. Before signing up, I contacted a few of the repair contractors they use and also the area rep for the company. I felt better but was still unsure about their reliability.
Turned in our first claim this past Sunday evening. Technician called on Monday to schedule a Wednesday morning visit. He was on time, courteous,and professional. He replaced the outside fan unit and capacitor on our a/c unit. Total charge – $60.00. This tech drove 80 miles to reach us and did not charge a trip charge! So far, very impressed with the way this company works.
I have had hassles with this company in the past and at other times I haven’t but my main complaint is that I can’t get hold of them.
I’ve had two items to fix so far. A heater which they fixed and a microwave they will not fix. They seem to not want to deal with more than one claim. They now claim my microwave never did work. (How can you prove something worked?) They will not fix it. PERIOD.
WATCH OUT! I STARTED WITH THIS COMPANY WHEN I BOUGHT MY HOUSE. I SELECTED THE PREFERRED PLAN AND NEVER CHANGED. HOWEVER WHEN YOU RENEW YOU DONT HAVE AN OPTION TO SELECT STANDARD OR PREFERRED, YOU ARE GIVEN THE STANDARD AND THEN IN YOUR ADD ON OPTIONS(ADD POOL, REFRIGERATOR…) THATS WHERE YOU WILL FIND THE PREFERRRED. I JUST GOT RIPPED OFF AND DIDNT FIND OUT ABOUT IT UNTILL MY WATER HEATER STARTED LEAKING AND INSTEAD OF PAYING $70 IM LEFT HAVING TO PAY $300, I CALLED AND THEY ARE NOT WILLING TO HELP ME OUT. NEADLESS TO SAY I WILL NO LONGER HAVE BPG AS MY WARRANTY!! ALL THIS TIME I THOUGHT I HAD THE PREFERRED PACKAGE AND DIDN’T
I bough my house 6 months ago. After a month the Af unit went out. I called bpg to fix it. They send out a repair person who said the freon was out and filled it. Next day no ac. Called bpg and told them I wanted someone different to come out because this was still an issue. Sent out the same person and filled the stuff again. 1 that’s against the law and 2 I requested someone else to look at my system. Then after round 3 they send someone new who said whole unit had to be fixed called bpg and they won’t cover it because there has to be modifications to the house to supply the new system so $1500 later. Then just the other day there was a leak coming from my calling. Called bpg to have a plumber come out. He cut a hole in my calling and told me it was a vent pipe and he can’t do anything and oh he can’t fix the hole. Referred us to a referb company. They said it was a leak in the plumbing. Called bpg again requested a second opinion sent the same guy who changed his story and said it was the toilet seal. Then after insisting he fixed the problem flushed the toilet 10 times and created a puddle on my floor. He said he can’t fix it because its the vent. Took him upstairs and he said its the sink. Called bpg to send someone else out and never heard back. Called my insurance and they have a $1000 deductible. Bpg said they would pay $100 to patch the hole that is now 3×3 feet. That won’t even fill my tank. They won’t call me back won’t get me a second opinion and keep telling me that its not covered. I’ve never been so angry. This is the worst company I’ve ever dealt with and I’m stuck with a damn hole still.
DO NOT under any circumstances purchase a home warranty from BPG/HISCO.
I am unfortunately a current client who experienced a dangerous gas leak issue with the wall furnace of my recently purchased home. They sent out a 3rd party contractor (Contra Costa Heating & Air Conditioning) to take a look and he determined that the heater needed to be replaced. This contractor was then supposed to submit the report back to BPG/HISCO, who would then order the heater and it would be replaced within a week.
It has been over two weeks now and NOTHING!
I have been calling and emailing several times a day and the lazy customer service representatives that I have dealt with (Elaine and Sharre are the two names that I remember, there were others whose names I didn’t bother to catch at the beginning), have just been telling me that they are ‘just waiting for the contractor to submit the report’. I asked to email updates on when they reached the contractor and when the report would be submitted and I get no response unless I email or call them first. WHAT KIND OF CUSTOMER SERVICE IS THIS? You leave the client hanging without daily updates to a serious matter that is still unresolved?
This is a GAS LEAK issue! There is no sense of urgency on their part. If I could give negative stars, I would.
This company is deplorable and their customer service representatives should all be fired. There is no way to contact a supervisor or manager to escalate the issue either. I will also be submitting a separate review for the contractor company.
Worst company ever!!
The pilot in my water heater started to go out 9 days before the insurance expired. Paid 60 bucks for a plumber visit. Plumber came in, re-ignated the pilot and was off. Had to call in again, since the problem persisted. That call was free, since it was covered under 30 days warranty for any trade call made. Technician came in, told us it’s a converter kit part that needs to be replaced. We called the water heater company: that particular part costs $36 dollars. Now, the BPG is referring to some bogus plumber report that states “nothing is wrong” with the water heater, and that they can’t do anything since “my insurance expired” (yeh, like as if I was going to renew it with these bastards). Management (Ricardo Hernandez,claims department supervisor, Los Angeles) is not returning my phone calls, rather asking their staff to call me back and say “we can’t do anything”. I am giving these bastards another 24 hours to re mediate the situation, before I will file the reports with BBB and California insurance commision, having the original report from the plumber, where it’s clearly stated that my water heater DOES have a problem and needs a 36 dollar part to be changed.
So, in a nutshell: the company eagerly takes 650 dollars a year, plus 60 dollars for the call and can’t resolve a freaking $36 dollar problem?!
I have all my appliances insured or so I thought through BPG. There is no direct line to speak to a person, only an answering service. I have emails to prove I purchased my warranties in 2011. When I finally got a hold of a representative two weeks after my first call, he said I had not registered. I then proved I had by forwarding all the emails verifying my registration. I never heard back. I then began calling everyday until Finally a rep called me back. He could not give me a password and mine did not work, making it impossible to use their website. After three weeks he told me he could file my claim himself, leaving me wondering why he didn’t do it sooner. Two months later a service person came and he said he could not get a hold of the company to put in the order for the parts needed to repair my dryer. So, I have a dryer that doesn’t work and nothing I can do about it. BPG is Definitely not a good company.
Complete waste of money. This is nothing more than take your money and if anything goes wrong try and con you into taking less then you are entitled to in your coverage.
After reading the reviews I am completely disgusted…I have had the same issues with this company. The customer service is ridiculous, they should be embarrased by the way they treat people and conduct their business.I ve wasted hours on the phone..on hold most of the time. Always transfered to other depts,who will then have to call you back. Waiting for calls and results that never come. I made a huge mistake with company. Feel like a victim of a scam. They’ve lost a customer they could have had for life. U can bet ill be sharing my story of dissatisfaction
This company sucks! They send out incompetent contractors and only warranty the work they do for 30 days. The customer service has gotten progressively worse and management does not return phone calls. I have been waiting on a repair for over three weeks now and no one seems to be able to tell me why it is taking so long. I will not do business with this company again. Terrible, Terrible service.
I am in the midst of a bad experience with BPG. I have a rental property where the heat pump is malfunctioning. My tenant is a single parent with a small child of two years old. BPG has not been able to provide emergency weekend service and the HVAC contractor they are sending out has proven to be incompetent. Instead of providing a different option BPG has insisted on sending out the same contractor. My tenant is now staying in a hotel which I am responsible for paying. BPG does not know the meaning of customer service or how to handle an unusual situation. Without getting into all the details I wiil just say that I have been left to my own devices to solve the problem and get my tenant back into the home where he belongs. My so called sales representative who brags about how she personally handles all customer sevice calls for her accounts has proven to be inept and ineffective at getting the problem solved. All this while I am paying the annual premium for three years and the service call has gone from 50 to 60 to 70 and now 75 dollars per call. My sales rep knows me when its time to renew the warranty but forgets that when I need help in an emergency.
I guess I thought that having the warranty I would be covered when I needed it most only to find out that is not the case.
Please do not buy a home warranty from BPG, save yourself the pain and suffering! I am extremely dissapointed and let down by BPG and will not renew this warranty!
This is the worst home warranty company that can ever exist. We recently bought a house and after two weeks the air conditioning stopped working.
After they sent the technician, they said that they were not going to cover any repairs because it may fall under pre-existing conditions
In the contract it states that it covers the replacement of the A/C evaporator coil. Also #2 on pg.3 where it states “ 2. MAKE SURE THE PROBLEM IS COVERED. Contract coverage extends to unknown pre-existing conditions to covered items that were not discovered until after the effective date of this contract and provided the defect or malfunction would not have been apparent by visual inspection or simple mechanical test prior to effective date.
They said that since we didn’t had someone review the air conditioning prior to our closing date (IT WORKED PERFECTLY UNTIL TWO WEEKS AGO) that we were the ones that had to cover the repairs.
I honestly would NEVER reccommend BPG
It doesn’t even deser any stars
BPG is a horrible company to deal with. You have to wait a long time every time when you call to speak to a rep. Every rep tells you something different than the one before. They couldn’t find someone to look at my electric issues so they authorized me to find someone. They then complained that the cost of my technician was too high and wouldn’t cover his charge. The price was too high by 20 bucks. Ridiculous. I have had a call in now for my dishwasher for two weeks. I have heard nothing. I initiate all calls, but now I’ve decided I’m wasting my time. It sure was easy for them to accept the premium money, and now that they have it there is no aim on their part to provide the service they claim to provide in their own brochure. Do nt go with this warranty company.
Dealing with this company was a hassle. I called regarding my AC unit that went out. A service company came out, inspected, took measurements of the old units and then submitted their information to BPG so that they can review it and decide what they would cover………they never got back to me or the service company. I had to call them a whole month later to see what was going on. They finally decided on what they would cover and what I was supposed to pay. The initial amount that I was supposed to pay was $700+. The next time I spoke to them they changed that amount to over $1000. That was completely lame. I think they gave me the run around because I wasn’t gonna renew my home warranty with them. My friend was the realtor that sold me the house and he included the warranty. I’m going to suggest to him to chose another warranty company.
They have nice customer services people (Nice but useless). They do pick up the call within 5 minutes or sooner. Their online claim system do works. Their services timeliness is also fast.
HOWEVER, they contract with BULLSHIT contractors. My pool heater is not working, they contract a no name pool services from 70 miles away from my area, lazy people, can’t get the work done, don’t answer the phone…cant even googled them online…AND, thats the only contractor available in my area!
Deductible prices keep going up, now they are at $75.00 even if you don’t use the service. They cahrge you for making payments, never send a bill and customer service is always VERY FLIPINT, they don’t care about your business so go somewhere else!
wont fix anything. used 6 occasions and denied every one but 1. That one that was fixed I had to help hold an oven up or the tech said he was going to tell BPG he was not going to be able to do it and it woud get denied. I had paid extra to cover pool. Pump went out and they denied it because it was part of the cleaning system so they dont cover anything in reality. called and wont let me speak to supervisor I was told twice they would contact me and a week later, nothing.