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:01/02/2024

  Type:Customer Service 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.

  Have unsuccessfully tried to cancel policy #*****B (created on 12/27/23) with Home Warranty Services. My dispute began on 12/29/23. Agent ************************* x1614 is currently unavailable. No one can or will provide a source to speak to or leave a voicemail for him. The main contact number ************ is only for activating a policy. **************** line ************ is primarily for call "overflow" and messages. I've received approximately three (3) callback voicemails since 12/29. When I try to return a call to a particular rep via the ** line, there is no number to reach the person who left the voicemail. The sole option is to request another callback, which happens within 1-2 hours, or not at all. I was on a callback this morning with a rep who refused to cancel my policy until I'm in receipt of the disclosure paperwork. I am entirely within the 30-day window to cancel, as the policy will activate on 1/27/24. Rep ****** would not comply and repeated that once I read the disclosure, she will then accept and process my request to cancel. Just spoke with another agent moments ago. She said she will not activate the policy and that this process will transact within ***** business hours. She said there will be no follow-up from HWS regarding whether or not the cancellation request has successfully happened and to contact my bank. I did contact my credit card company to dispute the deposit I made on 12/27.

  

  Business Response

  Date: 01/03/2024

  CS has reviewed customer complaint. This deal has been refunded and canceled out per customer request. No further action is required by either party.

  Customer Answer

  Date: 01/03/2024

  
  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:12/25/2023

  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.

  This company called my father, *************************, despite his being on the Do Not Call list, to sell him a home warranty that he does not need. My father is elderly (81), and does not recall giving out his information or agreeing to a contract with these entities, and was also not aware he was being charged. We also do not have anything in writing from the company. I emailed the company requesting they immediately cancel the service and refund the charges, but haven't heard anything back.

  

  Business Response

  Date: 12/27/2023

  CS has reviewed the complaint. The client has been refunded the 295 via cc on file. No further action is required at this time.

  Customer Answer

  Date: 12/27/2023

  
  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. A confirmation that the contract is cancelled in addition to the refund would be appreciated. The refund is currently pending with the bank, and once completed, I will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:12/24/2023

  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.

  Hi my name is ********************* i spoke to someone at Home Help and they told me the price to receive the Home Warranty documents in the mail is $100 I explain to them that the monthly price is too high and they told me over the phone i could cancel after thirty days i never received the documents in the mail that i paid for that i purchase with my debit card for $100 im trying to cancel this policy before it goes into affect in January in **** i want to cancel this policy and I want to request a refund of $100 to return to my debit card

  

  Business Response

  Date: 12/27/2023

  CS has refunded customer complaint. CS will refund customer via credit card on file and cancel out customer per request. No futher action is required by either party now.

  Customer Answer

  Date: 12/27/2023

  
  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:12/19/2023

  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.

  Contract start time 12/27/23 contract number HAS105313122 Cold Call, predatory sales tactic regarding home appliance insurance. when I received the agreement it was a $4,200 contract that was NOT described during the phone call as I would never have agreed to that. I've called multiple times to cancel the agreement and was told that they could not transfer me to the appropriate person, and that they would call me back, and that has not happened. It is clear from my findings that this is typical practice and it is done on purpose in order to profit from my vulnerability. I want the contract canceled and my money returned.

  

  Business Response

  Date: 12/27/2023

  CS has refunded the client already. This is the clients second complaint. The client has already been refunded in full and cancelled out per request. No further action is required by either party.

  Customer Answer

  Date: 12/27/2023

  
  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:12/04/2023

  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.

  This company tried to coerce me into subscribing to a service I told them I didn't need. They also told me that they would mail me literature describing how the warranty program worked within 9 days, which I never received . Then when I tried to cancel, they gave me the run around and told me that they would have someone call me within a couple of hours. I repeated had to call and wait for a return phone call. When I called to terminate the service they hung up on me twice. Finally a lady told me that my request for termination was successful, but it would take ***** hours to complete. I never received any confirmation number nor an email indicating that my service was cancelled. This company is a scam. It comes to no surprise it has a rating of less than 2/5.

  

  Business Response

  Date: 12/12/2023

  CS has reviewed customer response. This is the customer 2nd same complaint, we already mailed his refund on the 5th for his 100$ deposit on the first complaint. We have already taken care of this no further action is required at this time.
  
  

• Initial Complaint

  Date:11/30/2023

  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.

  They called saying they were calling on behalf of my bank to sign me up for the home warranty plan I needed when I took a loan to get a new roof. So I gave them my credit card. My bank called to advise me I'd been scammed so they reversed the charges and closed my card. Now people are calling from different area codes starting at 5am threatening me unless I give them a new credit card immediately. We just called back 4 of the phone numbers and the same guy answered all of them. I just want them to apologize for trying to steal from me and stop calling starting at 5am and waking us up.

  

  Business Response

  Date: 12/01/2023

  CS has reviewed customer response. CS will stop all future billing and cancel the contract per customer request. No further action is required by either party at this time.

  Customer Answer

  Date: 12/01/2023

  
  Better Business Bureau:                               Just to let you know they just called 5 minutes ago. We want them to stop calling and stop trying to scam us. If they continue the next step will be hiring a lawyer to sue ************** 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:11/27/2023

  Type:Billing 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.

  They keep trying to charge me when I have cancelled my services.

  

  Business Response

  Date: 11/28/2023

  CS has reviewed customer complaint. CS has cancelled out the contract per customer request. No further action is required by either party at this time.

   

  Customer Answer

  Date: 11/29/2023

  I was told the contract was cancelled before but I'm still receiving notices of the company trying to withdraw money.

  

  Business Response

  Date: 11/29/2023

  CS has reviewed customer response. This deal has been cancelled out. No further action is required by either party.

• Initial Complaint

  Date:11/06/2023

  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.

  Home Warranty Services cold called our 92 year old father, a veteran, and took advantage of his age and confusion by telling him that Home Warranty Services needed to be renewed because it was connected to his home insurance. This company preys on older people.After giving credit card information over the phone, there was no way to contact the company directly to cancel, and his credit card information was put on autopay without permission.When he told the family what had happened, we told him to cancel. It's impossible to find Home Warranty Services on the web, however, and there were no emails or mail of any kind sent to our father regarding a contract or service.Our father had no idea how to contact the company but when he received an email from "Mepco" with HOME WARRANTY SERVICES in bold print, he assumed that the email was from Home Warranty Services and he immediately wrote back that they had no authority to charge his card, and demanded that they cancel his account.Attached is the ***** of Cancellation written by our father, on Nov 5, 2022.The email address from Mepco was: ****************** and HOME WARRANTY SERVICES was in the subject line. This looks like a deceptive, scam email, but it was the only one he had.From:[His email]To:Mepco Payment Plans ***************** Sat, Nov 5, 2022 at 3:13 AM Hi hello wish to ************************* cancel my arrangement and contract .you have no authority to have access to my **** .************************* my contract [his name] Our father assumed his account was closed and because of age and confusion about what "Mepco" was, he did not realize a recurring charge was continuing from Home Warranty Services.When we saw a repeating credit card charge, for $302.97, for 12 months, from "Mepco," we finally found out what it was. We were only able to acquire the telephone number to Home Warranty Services, by calling *****, who gave it to us. Our father requests a full, immediate refund of $3635.64 back to his credit card.

  

  Business Response

  Date: 11/07/2023

  CS has reviewed customer response. CS will refund the pro rated amount without the cancellation information from the customer. Pro rated amount ******* issued. No further action is required by either party at this time.

   

  Customer Answer

  Date: 11/09/2023

  The offer that Home Warranty Services made is not sufficient. Proof of cancellation was submitted by email over a year ago. We will counter offer $3100.00 which is still $500 less than what is owed to the consumer. If Home Warranty Services agree to pay $3100.00, we will consider this matter closed. If they do not, than we will pursue further legal action to obtain a full refund.

  

  Business Response

  Date: 11/10/2023

  CS has reviewed customer response. CS will provide a full refund to appease the customer. No further action is required at this time.

  Customer Answer

  Date: 11/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution of a refund of $3100.00  would be satisfactory to me. As I am no longer at the address that I was at when I was solicited by this company, I need the check to be sent to my new address at:

  ***************************

  ************************************************

  ******, ********

  80209 

  Please confirm that this message has been received and let me know when a check will be sent. 

  Thank you,
  
  ***************************

  
  
   

  
  

  Customer Answer

  Date: 11/17/2023

  ***************************

  ************************************************

  ******, ********

  80209 

  Please confirm that this message has been received and let me know when a check will be sent. 

  Thank you,
  
  ***************************

  

  Business Response

  Date: 11/20/2023

  CS has reviewed customer response. CS will update the address for the customer. No further action is required by either party at this time.

• Initial Complaint

  Date:11/02/2023

  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 using BBB as an alternative to resolve a serious crisis at hand. Two weeks ago, I received a letter with "FINAL NOTICE" [ with my late mother's name on it ] and I assumed it was legit tied into my selected home insurance. Since I am taking over for her, I called the number right away and the female operator said I needed to pay over the phone urgently otherwise the warranty cannot be renewed for a future date. Unable to pay the full amount, she found another method and charged me $100 which created the cycle of recurring monthly payments for the 3 year warranty deal. They took my debt card information and sanctioned the lesser transaction from my account. After the conversation, I realized the scam operation was in effect. These people didn't even know my mother passed nor cared. I re-contacted Home Warranty Services for service cancellation/discontinuing auto payments and a processed refund. The man on the opposite line kept asking in rude fashion repeatedly...why I wanted to cancel? Despite providing answers, he was having none of it. The exchange was the most despicable, unprofessional call I ever had in recent memory. It was clear after another call, there was no chance at a refund or service cancellation. The calling option is out the window. They got what they wanted and seek more. The fact of the matter is, I've been swindled out of $359.44 in total. I even changed my MasterCard number and they still got money out of my account. Sadly, they got voice confirmation which I feel is illegal activity. My mortgage lender agrees with submitted proof, this was intentionally deceiving. It all started with the scam letter to my deceased mom. That stings. She was the target. They can still do the right thing. I DEMAND the refund the $359.44 BACK TO ME... cancel the shady contract/service [ HAS105311435 ] and never pull a scheme like this again with mailing or calls. I don't want to do business with HWS, period... not after this.

  

  Business Response

  Date: 11/03/2023

  CS has reviewed customer complaint. CS has already issued a full refund to this customer. No further action is required at this time.

  Customer Answer

  Date: 11/03/2023

  I am satisfied with the $259.44 refund. However, I will only fully accept the business' response and actions... if they can do one of the two things left. Home Warranty Services and the conceiving female operator ***************** [ if that's her real name] linked with Home Warranty Services took $100 as down payment from me. So yes, I am asking for the $100 down payment refund. 

  Here's the contact numbers from the notice 
  *************** ] 
  *************** ]
  
  So, the company should react and process the refund of $100. Money wise, that's all I need back from the company. 
  

  The number one thing I need addressed is the contract and contact. Personally, I need to know [ once and for all ]... if the service/contract plan [ HAS105311435 ] or any service/plan attached to my name is cancelled and no more payments will be attempted [ with merchant MEPCO... or any of their merchant names ] by Home Warranty Services moving forward. 

  Full transparency matters from BBB and Home Warranty Services. This must be guaranteed. Home Warranty Services can NEVER contact me again with mailing, emails or calls.

  

  Business Response

  Date: 11/06/2023

  CS has reviewed customer complaint.  CS will do everything the customer requested. No further action is required by either party at this time.

   

• Initial Complaint

  Date:10/30/2023

  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.

  My mother received a predatory "your home warranty has expired letter. She has dementia and fell victim to this scam. We have called and tried to cancel but they have said we owe a balance once we pay then we can cancel. We would like to have this completely cancelled and refunded for the amount she has already paid. She received multiple scam letters in the mail. We would also like to be removed from any mailing lists or calling lists. The bank has stopped payment for these predatory accounts.

  

  Business Response

  Date: 10/31/2023

  CS has reviewed customer complaint. CS will refund this customer 100% and cancel out the customer. No further action is required from either party. Side note the notices are from other companies. No Furter correspondences has been sent.