Complaints

The 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:07/10/2025

  Type:Service or Repair Issues
  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.

  Denied once approved claim did not evaluate full details on the dispute and they assured me that a new claim wasn't needed inaccurate info relyed from the business.

  

  Business Response

  Date: 07/10/2025

  CS has review complaint. we cannot find any data on this information regarding this client.

  we do not believe this is our customer. 

• Initial Complaint

  Date:07/08/2025

  Type:Order Issues
  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.

  An agreement was (mistakenly) made in November 2024 with Home Warranty Services (HWS) / Home Assure. At that time, I placed a down payment of $295 and was not able to prevent the first payment of the policy ($225) from going through in December. Shortly after, I cancelled the policy agreement and contacted the company for a refund. In December 2024 and up until last week (July 2nd), I had many conversations with company representatives to get a refund. In follow-up to my first conversation, I sent a letter on December 4, 2024, requesting a refund. In a follow-up discussion to that, I was informed that the letter was not received. So, I sent second (and certified mail) letter on January 24, 2025 (attached) - in following up with that - I was informed that this letter was received, and my refund was being processed - but it would take several weeks to be processed and to call back then. I made calls in **************** & was told the refund was being processed. But within an ***** follow-up call, I was informed then (and only then) that I needed to send a "notarized" letter for my refund to be processed - which was never communicated to me throughout the numerous conversations I had with the company. So, I provided a notarized letter on ***** 29th - see attached. In a follow up call to that letter (on July 2nd), I was informed that I cannot receive a refund since my last (now third) letter was received beyond the 30 days since I purchased the policy. Why wasn't I informed of this requirement within one of my many ***************** sent (starting in December) - to *** representatives? When I was under the impression that I was following company protocol. For this reason, & for being misinformed & misled by HWS for several *************** on the phone), I feel that I deserve a full refund of $520.

  

  Business Response

  Date: 07/08/2025

  CS Has reviewed complaint. We will waive letter of cancellation and issue pro rated via check. If client want tracking refund information

  they can feel free inquire with customer service 

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 power of attorney for my wife's aunt. She has been diagnosed with onset of dementia and keeps signing up for home warranties despite our best efforts to prevent it. Most of the companies I have had to call to cancel the policy have been quite understanding about it, except Home Warranty Services. In April we learned she signed up with HWS so my wife and I went to her house to help her cancel the policy. Her home phone was not working, so we called from her cell phone and they said they could not talk to us, even though she provided all the info they needed to verify it was her (contract number (HAS105332303), address, name, etc). Then they heard her talk to us and said they could not talk to her with us there unless we provided a power of attorney. Frustrated, she gave up and instead sent them an email to cancel her policy on April 29, 2025. I also sent them an email with the *** and request to cancel on April 29. Both email had no response. She sent another email on May 26, 2025 after they charged her again. She tried to call several other times, but they would not cancel. I called again today and they said they did not have my *** and to send it again and try back in a few days. I told them I had enough of the run-around and that I had already informed ***** that they were not authorized to take any more money out of her account. At that point, the *** surprisingly found my *** and said he would cancel the contract, but she owned one more payment. I told him that was not acceptable since we had been trying to cancel since April. I was going to leave it at that, but now I see that they called her and talked her into paying yet another payment. Now she has very little money in her account until her next social security check comes in. People should be aware of how this company takes advantage of vulnerable individuals. Since we tried to cancel in April, they have taken her for an additional $571.12 ($285.56 on May 27 and now another $285.56 today.)

  

  Business Response

  Date: 07/08/2025

  CS has review complaint, we will waive the letter of cancellation and mailing pro rated via check. Customer can
  feel free reaching out to customer service for tracking information. no further action from either party

  Customer Answer

  Date: 07/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ****
  
   
  

• Initial Complaint

  Date:07/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 paid the company $395 for the first month of coverage which was the waiting period where no coverage was available. My second payment came due yesterday and they attempted to charge my credit card on file which was denied. I called my credit card company ( *********** ) and was told the charge was declined because of a history of fraud and a high complaint rate with this company. I don't want to do business with a company that has that reputation! A representative called me for another means of payment and I asked him to cancel my coverage. He said I owe a payment and could not cancel until my account was paid up to date. I declined and he stated that I would be sent to collections and he would get paid either way. They already got me for $395 for a month of non coverage. I am not adding insult to injury. I just want my policy cancelled without making any more payments. My next contact will be with the *****************************************.

  

  Business Response

  Date: 07/07/2025

  ** has review the complaint, CS has refunded the 295 DP via card on file and canceled contract. no further action required from either party 

  Customer Answer

  Date: 07/08/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* **********
  
   
  

• Initial Complaint

  Date:06/27/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 was contacted by Home Warranty Services via mail, stating my home warranty was expiring. I was unaware that I had a home warranty. Upon calling the company on May 27th, 2025, a representative explained that I had previously received free coverage through a program. I had obtained low-interest loans and grants to repair my home through the ***. They led me to believe the coverage had been a benefit through this program and that I was eligible to extended coverage since the free period was ending.Based on this representation, I paid $295 for what was described as "exclusive coverage." I was told that once I reviewed the plan benefits, I could cancel and receive a full refund if I chose not to keep the policy.On June 3rd, I received an email with a link to my benefits. The coverage was far less than what had been described. I spoke with ***** ******, on June 10th, who assured me that the benefits I saw in the email were not accurate and that a more comprehensive plan booklet would be mailed to me. He said I could still cancel after reviewing the mailed booklet.I received the booklet on June 26th and confirmed that the coverage was exactly the same as the initial online linknot the enhanced plan I was told to expect. I called next day to cancel, but was informed that I was now outside of the 30-day cancellation window and had also been charged a $225 installment. To summarize:I was misled about the origin and exclusivity of the warranty.I was promised a refund if I reviewed and declined the coverage.I was told I could wait for mailed materials before cancelling.I was denied a refund despite following the instructions I was given.I feel I have been deliberately misled and strung along to push me past the cancellation period. I am requesting a full refund of the $295 enrollment fee and the $225 & any additional charges that have been processed.Please assist in resolving this & hold Home Warranty Services Accountable.

  

  Business Response

  Date: 06/28/2025

  CS has review complaint, we will waive Letter of cancellation and issue client pro rated.

  It will be issue via check. If client has question in regards to refund tracking, feel free to inquire through our customer care department.

  Customer Answer

  Date: 06/28/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23529925, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Trina Heimbach
  
  
  
   
  

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  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.

  Sent an email title Arbitration Opt Out to the email provided to cancel service. Sent on 4/26/25 to ***************************** explaining I was misled into the home warranty thinking it was the home warranty I got with the purchase of my new house. The contract number I got in the mail was HAS105335302, the seller was Home Warranty Services. I canceled the card given on their file to avoid money being taken out. Somehow I have had two $280 transactions from ***** despite getting new card. Reported it as fraudulent activity to my bank and getting another new card.

  

  Business Response

  Date: 06/06/2025

  CS has review complaint, we will waive the letter of cancellation and issue customer pro rated refund via check. Customer can

  feel free reaching out to customer service for tracking information. 

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  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.

  Provided contract that says in order to cancel service I have to contact company. I contacted company and was told I would forfeit any rebate if I cancel over the phone. This directly contradicts contract, which states I will be entitled to the rebate if I cancel. I told the customer service agent this, he told me that he does not know what is in my contract but that he knows I will not be receiving the rebate. He then hung up on me as I was explaining to him the terms of the contract I have in my possession. his name is ****** ********. He told me that if I have a problem, you can contact BBB or an attorney. So here I am! I am hopeful that writing this complaint will encourage them to HONOR THE CONTRACT and allow me to cancel WITHOUT forfeiting the rebate (which, again, the contract specified that I WOULD receive a rebate if I cancel).

  

  Business Response

  Date: 06/02/2025

  CS has reviewed complaint, we will waive letter of cancellation and send a pro rated check 1235.83 via mail. If the customer would like refund tracking details they can simply call into CS toll free.

   

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  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 am writing to report a deceptive and potentially fraudulent experience involving a company that presented itself as a home warranty provider.Over the past few weeks, I received multiple mail notifications labeled as final notices, warning me that my home warranty was about to expire. The design and language of these notifications made it appear as though they were from an official agency or an existing service provider. Urged by the messaging, I called the number provided ***************) and was convinced to sign up for a popular plan that would supposedly cover home systems such as plumbing and air conditioning. The total cost was $495 per month, to be paid in 12 monthly installments.After providing my debit card information and completing the transaction, I noticed that the charge came from a company based in ********** called Home Cares, which was not clearly disclosed during the call. This raised immediate concerns, and I began to suspect it was a scam.I canceled my debit card right away to prevent further charges. I also attempted to call the company back to cancel the policy, but was directed to a customer service number *************). This number is a AI agent that ask my name and phone number and does not connect me with a representative or provide a legitimate way to cancel or request a refund.I believe this company uses misleading tactics to appear official and misleads consumers into signing up for expensive, unnecessary services. I would appreciate your help in investigating this matter and holding the company accountable.Thank you for your time and support.

  

  Business Response

  Date: 05/28/2025

  ** has review the complaint, ** has refunded the 295 DP via card on file. no further action required from either party 

• Initial Complaint

  Date:05/25/2025

  Type:Product Issues
  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 am writing on behalf of my mother, ****** *****, who is elderly and incapacitated. We received a mailing from this company on 5/20/25 related to a purported home warranty contract dated 5/7/25. Ms. ***** lacked the capacity to knowingly agree to the alleged "contract," which was procured through aggressive sales tactics and under extreme duress. We emailed the company on 5/20/25 to demand immediate cancelation and refund but have not received any written response as of yet.

  

  Business Response

  Date: 05/25/2025

  ** has reviewed complaint, ** will refund monthly payment 236.00 via mail check. no further action required at this time 

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  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 just purchased a home in early February. The next month I was contacted about purchasing a home warranty from Home Warranty Services. I put a down payment down to reserve the price quoted my while I considered on March 15th. I decided to cancel. They offered me an additional discount to reconsider. I delayed cancelling. I decided to cancel the day after they charged me for service as the price was not was promised me after the additional discount (call made the week of April 15th). I asked about a refund and was told the account would be cancelled and they would look into what was promised versus what was given and get back to me. I never heard back and assumed I would not get a refund. Upon reviewing my bank statement, I find that I have been charged again for the warranty service that I requested cancelled and was told it was cancelled.

  

  Business Response

  Date: 05/21/2025

  ** has reviewed complaint. Cs will waive LOC documents, issued pro rated refund amount of *****. Contract has now been canceled.