Complaints
Customer Complaints Summary
- 232 total complaints in the last 3 years.
- 119 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/05/2024
Type: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.
This company charged $495 to my mothers (***************************) credit card on June 11, 2024 and sent her a welcome package stating that the total amount on her warranty would be $5270. I presume this would come in monthly charges. She and my father moved into assisted living in May (before the warranty was even started) due to dementia and we are in the process of selling their home. A home warranty is clearly not needed, and Im baffled on what pretense it was sold. Her old home is at *****************************************************************************. She has no memory of signing up for any service like this. I dont know how they got a hold of her credit card, but I understand this company makes cold calls and sends threatening and deceptive letters to homeowners. I have tried contacting this company by email with no reply. We cancelled the card and successfully reversed the charges. I am concerned that they will continue to contact her by phone or mail demanding payment, and she can be vulnerable to this kind of pressure. I need Home Warranty Services to confirm that they have cancelled this service and will no longer contact my mother.
Business Response
Date: 07/05/2024
CS has reviewed customer complaint. CS will refund ****** down and cancel out the contract. No further action is required by either party at this time.Customer Answer
Date: 07/05/2024
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:07/03/2024
Type: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.
My mother with dementia opened this policy, I have tried for the 2.5 weeks to get this cancelled. Every time I call they tell me something different on how to cancel. I have faxed in all the *** information to the billing company. Now the representatives are saying that I have to mail in all the same information to the address of the company. I can't get information from them to see if she has more than one account. The representatives, **** and *********************** were both rude & unprofessional. They will not give an email or fax to resend paperwork.Business Response
Date: 07/04/2024
CS has reviewed the complaint. CS will refund the requested amount and cancel out the contract. No further action is required at this time by either party. If the customer would like tracking details, they can simply call into CS and request refund information.Initial Complaint
Date:07/01/2024
Type: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.
05/24/2024 I received a notice in the mail after purchasing a new home that I needed to contact and set up my home warranty account. I was told by my realtor that I would be receiving information in the mail on my home warranty. I believed that home warranty services was that company I was looking for. The salesperson on the phone also led me to believe that they were the company holding my home owner warranty coverage. They then continued to coerce me into spending at this time $226.39 to open a home warranty coverage. Later that day I found out that it was in fact not the home warranty service that came with my new home. I have attempted to contact them multiple times via phone and email to which I either get a voicemail service or an automated response saying that they will return my call shortly. They never do. I canceled my credit card. I am now receiving notices in the mail for unpaid debts and that they will send my account to collections. Again I continue to try contacting them without any avail.Business Response
Date: 07/02/2024
CS has reviewed customer response. CS will cancel out the contract per customer request. No further action is required by either party at this time.Customer Answer
Date: 07/02/2024
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:06/28/2024
Type: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 requested cancelation several times. Each time I speak to a representative, I end up agreeing to read my policy. I bought the policy 6/11/2024. I received the policy on 6/27/2024. My policy kicks in 7/11/2024. After finally reading the policy, I called and emailed them requesting cancelation. I have been constantly calling to cancel before 7/11/2024. I have been told to go back and read the policy again and highlight what I do not like. Next phone call established, the representative hung up on me. Next phone call I received, I was in the store. I told them I was in the store, I just want to cancel. The representative, wanted some more information that I could not provide at the time. He asked if he could call me back. I said yes, in a half hour. After not hearing from them in two hours, I called and yet to receive a call back. Policy says I have 30 days to cancel for a full refund. I have been trying to cancel the policy before that time is up.Business Response
Date: 07/01/2024
CS has reviewed customer response. CS will refund 3270 and cancel out the customer per request. No further action is required at this time.Customer Answer
Date: 07/01/2024
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:06/27/2024
Type: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.
To preface this complaint - I am a first time home buyer so all of this has been a huge learning experience for me. On 6/26/2024, I reached out to by this company after receiving a final notice noting my address, my mortgage company's name and that I have not contacted them because my home warranty was not up to date. I paid the company $295 for a down payment for the Standard Plan policy. Like some of the other complaints below I noticed immediately something was super off just based on how the intake went - just didn't seem super professional and reaching out to this company was super difficult. I was told that a month from then I would be paying $337.00 for that point on for 12 months and a the next two years would be completely covered. (It's a three year plan.)I would like a full refund - I am glad that I caught on to this SCAM early.Business Response
Date: 06/28/2024
CS has reviewed customer complaint. CS will refund ****** and cancel out the contract per customer request. No further action is required at this time.Customer Answer
Date: 07/01/2024
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:06/20/2024
Type: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.
On 4/24/2024, I reached out to the company after receiving a final notice noting my address, my mortgage company's name and that I have not contacted them because my home warranty was not up to date. I paid the company $295 for a down payment for the Standard Plan policy and subsequently on 5/24/2024, $276.39 was charged to my credit card under MEPCO with a contract that was set to expire on 5/24/2027. I was told the plan covers me 100% as I am a first time homebuyer and believed this type of policy was mandatory. On or about 6/4/2024, when I reached out to them for a plumbing/electrical claim for my washer/dryer, I was told my policy doesn't cover that which I was told on 4/24/2024. I then called back and spoke with someone who told me that I was covered and it would be a $75 service fee for someone to come and assess and do the necessary repairs. No one called or showed. Today (6/20/2024) I called to cancel my police and get a refund and the representative "*******************************" became irate and aggressive stating "why would we give you a refund". When I told him I don't like his tone and requested to speak with a supervisor, he said he was the supervisor and stated I was "making up stories" so ended the call. I received a call back from a "*************************" who I presume was the same person "*******************************" who told me that my policy would be cancelled but I would only get a prorated refund and would have to write Home Warranty Services. However, he was more concerned about my call with "*******************************". I am seeking the full refund that I paid in the amount of $571.39 as I believe this company is predatory.Business Response
Date: 06/21/2024
CS has reviewed customer response. CS will refund ****** and cancel out the contract per customer request. No further action is required at this time.Customer Answer
Date: 06/21/2024
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:06/17/2024
Type: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 80 years old and suffers from memory issues related to cancer. She was confused when she agreed to this service and thought it was her insurance company calling. Once she realized this was not the same company, she tried to cancel, but was not initially successful in reaching someone to cancel so she contacted her credit card to have them decline any future charges. She was then billed another $345 so she tried to call and cancel again. Today, after multiple confusing automated answering services, we were finally able to get through to a live customer service agent who informed her that they had her voice on a recorded line saying she had agreed to this contract and she would not be allowed to cancel until she paid a past due balance and would send her account to collections if she did not pay and hung up on her.Business Response
Date: 06/18/2024
CS has reviewed customer complaint. CS will refund the customer ****** and cancel out the contract. No further action is required by either party at this time.Initial Complaint
Date:06/13/2024
Type: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.
Home Select Warranty. I have been paying the home warranty company since Sept of 2020. The first time I submitted a claim was 5/30/2024 my electrical system- heard a BANG from my electrical box and lost power in living room, dining room, and kitchen. A technician was sent to my home 6/3, and stated my house would need wire tracing done to figure out the problem, than went to look at the electrical panel did something with the breakers and wires not quiet sure what and said its old will need to be changed will send my diagnosis to home select warranty. As soon as he left I noticed my Air conditioning was not turning on and two additional rooms(bedrooms ) also had no power.I called the technician and he came back and said he was not sure why its not working, had no answers or solution. The contractor has sent his diagnosis for wire tracing but not the electrical panel and 6/4 I received an email from home select warranty-wire tracing was not covered. I called Home Select Warranty again and submitted a claim only for my electrical panel as I was told my initial claim was only for no electricity in the living room,dining room, kitchen. So a new claim was submitted 06/04. I explained to the representative what the situation was and that I have no ** the whether in 87+ degrees and I had 3 small children and would like to get my electrical pane fixed a technician came out 6/7 and said electrical panel needs to be changed he was able to turn on the ** but mentioned it would be hazardous to keep it on without changing the panel and breakers. I have been calling every single day to check on the status of my claim they say it takes 1-2 business days to get an answer from the authorization team. I spoke to someone 6/10 and they said they will Expedite my claim because of my situation. Today is 6/13 and I am going on past 2 weeks with no ** and still waiting. I am beyond frustrated with this company because they will not give me a response. This should not take this long!!!!Business Response
Date: 06/17/2024
CS has reviewed consumer complaint. This is not a customer of HWS. This is a customer for Select Home ******************. HWS has no affiliation.Initial Complaint
Date:06/11/2024
Type: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.
Transaction was yesterday. I got a letter saying that it was my last chance to renew my home warranty. I am a first time homebuyer and getting a bunch of letters about utilities and all that stuff so I didn't think anything of it and just called and got it set up because they somehow had my mortgage info. After they asked me to ignore the fraud alert for my $195 deposit and got the red flags starting to pop up, but again they had so much information that I thought it had to be real. Next thing you know I look it up after getting off the phone and see it is basically a scam.Business Response
Date: 06/11/2024
CS has reviewed customer response. CS has refunded ****** and cancelled out the contract per customer request. No further action is required from either party at this time.Customer Answer
Date: 06/11/2024
Im glad to hear that they have cancelled my plan and attempted to refund me. But I have not seen the refund in my account yet.Business Response
Date: 06/12/2024
CS has reviewed the customer complaint. This is not a valid complaint. If the customer would like tracking details of refund they simply need to call into ***************** No further action is required by either party.Initial Complaint
Date:06/10/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 6/5/2024 I revieved a letter in the mail that had my lender information on it and told I had to call immediately it was my final notice upon calling I was informed I needed this for my house and this was the lenders idea as I just bought my first house and was unsure I called the guy on the phone gave me a quote and told me I had to submit payment to hold the policy so I did then after calling around to my lender my builder and my realtor I was instructed that the 400$ a month they were going to charge me was not part of the home Warranty I already had so I called back on 6/7/2024 to inform them I wanted to cancel the policy I did not need it as I already had a home Warranty (which they made me believe was this one) after talking to the gentleman on the phone he was telling me to research so I did on 6/10/2024 I called in at ************** and finally recieved a call back at 1700 and was informed the cancelation department had left when asked to be transfered I was told he would go look after 10 minutes he returned to tell me they were gone and ask why I wanted to cancel I told him I had a warranty I didn't need this one I would like to cancel and have my money refunded he started asking all sorts of question while I continued stating I wanted the policy canceled finally after about ********************************************************************************** make it seem like I didn't know what I wanted or what I had asked he then informed me his boss gave him permission to close the policy but because he was trying to talk over me I was rude and he was going to hang up. After about ********************************************************************************************************************** the beginning.Business Response
Date: 06/11/2024
CS has reviewed customer complaint. CS will refund the client 100% and cancel out the contract.Customer Answer
Date: 06/11/2024
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,
Oakley ******
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