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:06/09/2024

  Type:Service or Repair 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.

  Select Home Warranty on a month to month basis with cancellation at any time, from the sign up representative. I have kept this agreement until the 12 months, in which is was due to renew in June, this year. I actually had to call Select for a service call on my HVAC Air-conditioner unit, on June 4th, failure occurred Monday evening. I received a text to select a day and time, from three days, that Wednesday, Thursday and Friday. My selection was to be three choices. I chose Wednesday morning or evening and Thursday morning. I had caller Select to inquire about the service company, in which was assigned.I wanted to know of reviews or licensing, as the company did not have any ****** mentions or searchable business information. I was given some review mentions and told to call the company; which was Social **************** I called the company to verify the day and time. A gentleman answered the call with a news channel playing within the call. He stated that Thursday will be the only day that he will be in ************** and the evening is the only time. I explained that I had a court appt that I had to keep and that was not my selection, and Select was aware. He said Select had scheduled 13 clients, the same time, and I should call Select and request another company; and he agreed with another company taking the job.I had called Select back and the representative insisted on calling Social and me having a time frame. I explained on numerous occasions why I needed another company to do the service, at Social request. After a lengthy conversation as to Social during the service, I requested that my contact with them, not be renewed and canceled.This statement started another lengthy conversation that I could not participate. I was at my place of employment.I received an email to select the company, for reimbursement.The company was not a participant and I had to pay. Again, I requested cancellation. No renewal and my card was debit *****, without my permission.

  

  Business Response

  Date: 06/10/2024

  CS has reviewed consumer complaint. CS will honor consumer request.

  Customer Answer

  Date: 06/10/2024

  
  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:06/07/2024

  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.

  Here's a brief description for your BBB complaint:---I am filing this complaint due to ongoing and unresolved issues with Liberty Home Guard regarding the repair of my air conditioning unit. Despite reporting the malfunction over a month ago and receiving multiple assurances from the company, no concrete steps have been taken to resolve the issue. The delays and lack of communication are causing significant discomfort and health risks to my family, particularly my son who has asthma. Attempts to expedite the process have resulted in false promises and contradictory information. I am seeking immediate intervention to ensure Liberty Home Guard fulfills its contractual obligations and completes the necessary repairs without further delay.

  

  Business Response

  Date: 06/10/2024

  CS has reviewed consumer complaint. This is not a customer of HWS.

• Initial Complaint

  Date:06/04/2024

  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 am a first time home buyer and was mislead into purchasing by the predatory and fraudulent marketing of this company on 5/30/2024. After putting down a $100 deposit I was told that by the representative I spoke with (***********************) that I would be able to cancel at any point at any time and get my $100 deposit back. My Contract number with them is HWSH502352 After researching this company more I have determined that they provide nothing more than a scam service. I decided to call them back and cancel the policy and get my $100 back. The rep I spoke with (*******) claims that she can't cancel my policy until I receive their disclosures in the mail and have thoroughly read them. All based on some sort of verbal agreement. I would love to see the paperwork outlining why my verbal agreement prevents me from cancelling my policy at any point which all the reps claimed I can do. Based on the dozens of other complaints I have read I think it is obvious I will never receive this disclosure packet they say I need to read, all so that they can continue to try and charge my credit card.I expect Home Warranty Services to honor my order to cancel service as well as refund me the $100 deposit. Any further payments they try to charge to my credit card will be reported as fraudulent to my credit card company.

  

  Business Response

  Date: 06/05/2024

  CS has reviewed customer complaint. CS will refund ****** per customer request and cancel out the contract. If the customer would like tracking details they can simply call into CS and request tracking details.

  Customer Answer

  Date: 06/09/2024

  
  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:06/03/2024

  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 filing this complaint on behalf of my 89 year old father that I believe was scammed into this service. He suffers from memory loss and I believe was confused about this service. He thought this was his homeowners insurance. He has recently moved on my sisters property so he can be taken care of and we discovered that he had this policy and the company wants him to pay $220/month which is ridiculous for this coverage and for an elderly person on a fixed income of only social security. I called to cancel and they said he owed 2 months and could not cancel it until he pays what is owed, I want the policy cancelled and do not think he should have to pay for this scam,

  

  Business Response

  Date: 06/04/2024

  CS has reviewed customer complaint. CS will cancel out the contract per customer request. No further action is required by either party.

• Initial Complaint

  Date:05/31/2024

  Type:Order 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.

  After purchasing my home, I received multiple letters with my lender's LLC at the top, presenting itself as being associated with my lender, regarding home warranty services. After calling to receive a quote I was told that my potential policy must be confirmed on the current phone call since my letters had reached "final notice" status and that our home was at risk of needing electrical work in the future due to its age. After confirming multiple times on this line that my deposit of $195 would give me 30 days to review the policy and cancel if desired before the policy went into effect, I agreed to process the payment. I was also told that this policy is "month to month" and can be canceled at any time. However, on 5/31, after I reflected on the predatory nature of this business, I decided that I would not need any more time to decide to cancel. However, after a highly confrontational interaction with a "customer service agent," I was told that I had to wait to receive the policy via mail and that they "do not conduct business via email." After standing my ground that I desire to cancel our contract (which again was stated multiple times on the original phone call that I would be able to do), I was threatened by the agent that I would be "red-flagged" to all future primary insurance providers and lenders if I canceled, and furthermore that I had agreed to a $4,000 dollar policy paid over 18 months. I stated that this was a scare tactic and I was again within my rights to cancel based on the extensive conversation I had with the sales agent. Finally, the agent relinquished and said he would cancel the policy but REFUSED to provide any written confirmation of this act. I have never interacted with a more predatory and confrontational business. I would recommend any first time home buyers to stay far away from this company. Finally, I would like written confirmation that my policy request was canceled, as this is standard practice of any reputable company.

  

  Business Response

  Date: 06/03/2024

  CS has reviewed customer complaint. CS will refund customer ****** and cancel out per request. No further action is required at this time.

  Customer Answer

  Date: 06/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have confirmed via my bank account that the full deposit amount has been returned. I will save and accept this correspondence as written confirmation that my request to cancel my policy has been processed and consider this issue resolved.  
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:05/22/2024

  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.

  The company convinced my dad who is suffering from extreme memory loss to purchase a home warranty plan with the accelerated payment option. He tried to cancel the account ************** was told he couldnt cancel the account and that they would send him to collections if he didnt pay. The agent was rude and berating the entire phone call. The attempt to use fear, instead of assisting was sickening. I called the number listed and was told he would have to call back from his phone number, when we called back no one answered and the voicemail is still unanswered. He wants to close this account but there is no one who will help him and the next payment is due soon. Expecting a $397.92 from a senior citizen on a fix income with noticeable memory issues is extremely poor business practices and beyond unethical.

  

  Business Response

  Date: 05/22/2024

  CS has reviewed customer complaint. CS will cancel out the customer per customer request. No further action is required at this time.

• Initial Complaint

  Date:05/15/2024

  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 have had this warranty service for some years now. I have called for service on my dryer 4 times and it is not working as it should. I first had it serviced in October 2023 to do a dryer vent cleaning. The dryer did not work well after that was done. The dryer took longer to dry clothes. I didn't call the Warranty company until the 30-day (warranty) on the services was already expired (December 2023). I booked another service to clean the dryer vent again and the dryer is still not working like it should. It is still running way too long (4 hours to dry a normal load of clothes). I booked another service today with the Warranty service and now the tech said that something could be wrong with the vent but he does not work on that. I need to get another tech to work on it. I need the Warranty service to fix my dryer or replace it. I am tired of paying $125 service fees every time for it not to be fixed after several months of getting it looked at.

  

  Business Response

  Date: 05/16/2024

  CS has reviewed customer complaint. CS will refund ****** per customer request. No further action is required by either party at this time. If the customer would like details in regards to refund they simply need to call into customer service for tracking update.

• Initial Complaint

  Date:05/15/2024

  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.

  First time home owner. House came with a 1 year warranty. Received multiple notices, with my financing company listed, that my warranty was going to expire. In the rush of everything (first time home purchase and moving while working full time) I was concerned this meant I wouldnt have any coverage if I didnt complete my registration. I canceled 10 days after the 30 day period, when I finally had time to review everything so Ive lost the initial payments to fraudulent and predatory marketing. Also, it was difficult to reach the company to cancel and once I did the representative tried to hard sell me other home warranties.

  

  Business Response

  Date: 05/16/2024

  CS has reviewed customer complaint. CS has reviewed the customer file. No refund is due for the customer.

  Customer Answer

  Date: 05/19/2024

  I want to know that they can no longer send such misleading "information". It is absolutely predatory, targeting people during a very stressful time, particularly first time home owners.

  

  Business Response

  Date: 05/20/2024

  CS has reviewed customer request. CS will honor customer request.

• Initial Complaint

  Date:05/08/2024

  Type:Order 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.

  Agreement # HAS105314723 My husband was talked into purchasing a home warranty plan in Jan 2024. I was not present. The problem being that he is elderly, hearing impaired (wears hearing aides) , a 100% disabled veteran with memory issues. He did not understand what he was agreeing to. That is taking advantage of a disabled senior. Additionally we already had a home warranty policy. When the first payment ($397.92) was auto paid he nor I had any idea what it was for. This made it impossible to have canceled in the first 30 days. Paid on 2/11/2024. We immediately stopped any future autopays. After numerous attempts to reach them by phone, I mailed a letter to cancel the warranty. On 2-19-2024 I spoke to customer service to cancel. He said Mepco (their billing agency) was also notified. We keep getting texts of missing a payment. They acknowledge the cancellation. After a disturbing conversation this morning, they seem to expect more money. I accept the first $397.92 is gone and for nothing but more is ridiculous.

  

  Business Response

  Date: 05/08/2024

  CS has reviewed customer complaint. CS will issue refund of 397.92  and cancel out the contract per customer request. If the customer would like further tracking details in regards to refund they can simply call into cs.

• Initial Complaint

  Date:05/03/2024

  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.

  Phone Number on letter ************ ID: ********** I am *********************** 83 years old. I received a letter in the mail 2/7/2024. It had my home mortgage on it and I thought it has something to do with my home insurance. I called for more info and signed up unbeknowing for a home appliance warranty initial fee of $495.00. As you can see my home mortgage company is on the letter. I called back same day about 2 hours later and cancelled. Since then have called around ten times. I cancelled my bank card so they couldnt take additional funds. I contacted my bank and they said we would need to deal with the company. Since then we have been told we needed to wait 60 days before refund, after 60 days have been told 6 times the check was coming. Called again today and got same story. I looked the phone up on the internet and see this company has been busy doing this to many people. We never received an email or packet in the mail from them confirming the warranty. Additional phone numbers affiliated with them are ************ and ************. We have spoken to people named *******, ******, *****, and ****. I just want my $495.00 back since I cancelled same day and received no service. Since the initial letter we received another letter that had taken our mortgage company name off. Any assistance you could give would be appreciated.

  

  Business Response

  Date: 05/04/2024

  CS has reviewed customer complaint. CS will refund the customer ****** and cancel out the customer per request. No further action is required at this time. If the customer wants refund details they simply need to call into CS.

   

   

  Customer Answer

  Date: 05/06/2024

  
  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. This will be settled when I receive the check.
  
  Regards,
  
  ***********************