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:08/06/2023

  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.

  My 88 year old mom (who lives alone), mistakenly signed up for the alleged 'Home Warranty Service', not realizing what it was. Frankly, she does not remember doing it. The rep w/ *** was named ***. He scared mom into thinking her existing Home Warranty Service would expire soon. She currently has ******************* for ************ She also has a contract with American Home Shield, a well known & accredited home warranty company. *** forcefully & deceptively obtained a verbal commitment from *********** autopay from her credit card, nothing in writing, ***'s phone number is ************ & the contract number that was setup w/ *** is HAS10524304H (Exp 7/6/26). ******* called *** many times attempting to cancel the contract, but couldn't do it. *** gave *** her authorization for me to speak to *** on her behalf. Finally on 7/3/23 @ 1:12PM, after mom paid $277, we were told by *** that CONTRACT HAS10524304H WAS CANCELLED. The reason mom paid the $277 was because *** said it wasn't cancelled w/in 30 days, which it was. It was w/in the 30 day cancellation (6/6/23 to 7/3/30)! This was after a huge back & forth hassle on the phone. You can't get thru to *** directly. They always have to call you back. They're that busy trying to scam the elderly. We asked for a confirmation number or something to prove it was cancelled, & of course got nothing, We were assured by *** that service contract HAS10524304H was cancelled. Now, MEPCO, who handles billing for ***, sent an invoice 8/5/23 alleging that mom now owes $282 ($277 + late payment fee of $5). Since the contract is cancelled, why is mom still getting invoices? Either 'Home Warranty Services' is trying to scam her for $282 more, or 'MEPCO' is trying to scam her and make her think she still owes money for services already cancelled. This kind of underhanded deception between *********** is unacceptable. I WANT PROOF THAT THE *** CONTRACT WAS CANCELED AND THAT NO OTHER BILLS WILL BE SENT BY MEPCO. Sincerely, Mom and Son.

  

  Business Response

  Date: 08/08/2023

  CS has reviewed customer complaints. CS has stopped billing the customer and has cancelled out the contract. No future action is required by either party at this time.

  Customer Answer

  Date: 08/08/2023

  
  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:07/22/2023

  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.

  Our AC stopped working on 7/15. We called Select Home Warranty & waited until 7/18 for a HVAC tech to come out. The tech sent the report to Select Home ********************** did not hear from them, so I reached out to them on Wednesday, 7/19. This process is new to me as most warranty companies would give approval over the phone. I explained to them that our home is 95 degrees, we need help. I was told on Wed. that I need to give them ***** hrs to review the claim? The ******** expressed to me that this company finds a reason to not cover services all the *********** take a long time to approve claims, so this seems to be their M.O. I called the warranty company today, 7/21-spent 3 hours on the phone with various reps. I expressed to them the dire situation we are in, with a home at 95 degrees & an elderly person in the home. There is no compassion. They are robotic, give robotic replies that do not make logical sense. I was told that even though it has been 48 hrs, I need "to give them a little more time to process the claim." I insisted on getting an answer, so I held on the line for 1 hour-when the rep came back on the line, she told me that our claim was denied because one of the items is not covered. There are multiple items that need repair & they are covered under the contract. I told her to please repair those.She indicated they do not do "partial repairs." They refuse to repair the items that are covered under the contract, because one item is broken (heat exchanger)? I asked her where on their contract does it state that they don't do partial repairs, and she said it is not stated in the contract! This company is running an extremely fraudulent business practice and I am very unsure how they are still in business. They use verbage to deny claims that has no sense or validity and they certainly do not want to help us. We are in a dire situation with a very hot home and they have wasted a week of our time only to deny the claim based what seems to be a made-up reason

  

  Business Response

  Date: 07/24/2023

  CS has reviewed customer complaint. This is not a customer of HWS. No further action is required at this time.

• Initial Complaint

  Date:07/19/2023

  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.

  They lied about working with my mother's mortgage company and won't let her cancel. Stay far away from this company.

  

  Business Response

  Date: 07/20/2023

  CS has reviewed customer complaint. CS has cancelled and refunded 100%. No further action is required by either party at this time.

• Initial Complaint

  Date:07/17/2023

  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.

  On July 17,2023 I had literally an all day event of back and forth with this company just trying to close my account, when someone finally decided to call me back he was very rude on the phone to me talking down to me and yelling at me and refusing to cancel my policy until I answered his questions, I am 83 years old and I dont need to answer him after the way he spoke to me I just need him to cancel my policy, nothing was resolved and I am once again given the run around.

  

  Business Response

  Date: 07/18/2023

  CS has reviewed customer complaint. We have contacted the client. Cancelled the policy per the request and stopped any future ********. No further action at this time.

• Initial Complaint

  Date:05/21/2023

  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.

  My 85yo father signed up for the alleged 'Home Warranty Service', not really realizing what it was and frankly, didn't remember doing it. The contract number is HWS962777. We called HWS, and my Dad gave them authorization for me to speak to them on his behalf. I cancelled this 'service' after a huge back and forth hassle on the phone with 'Home Warranty Service' at least a month ago. You cannot get thru to the *********************** directly, they have to call you back, they're that busy. The person I finally spoke to on the phone said it was cancelled (and we still had to pay for a month because it wasn't cancelled within 30 days, according to them, and that was billed and paid thru his credit card), and that ***** would still have to send an invoice, and to disregard it. I asked for a confirmation number or something to prove it was cancelled, and of course got nothing, but was assured the service was cancelled. That is a verbal cancellation of a contract. Now, ***** has sent another invoice for 2 months, alleging that we now owe 2 monthly payments of $245.43. This has already been cancelled!! So now, either 'Home Warranty Services' is trying to scam us for $490.86 more, or Mepco is trying to scam us and make us think we still owe money for services already cancelled. This kind of underhanded deception is unacceptable. I want proof that the service was cancelled, and no other bills sent.

  

  Business Response

  Date: 05/22/2023

  CS has reviewed customer complaint. Per customer request this contract has been cancelled out. No further action is required at this time.

  Customer Answer

  Date: 05/22/2023

  Home Warranty Services did acknowledge that the service is cancelled, and no further action is required. I am taking that statement to them admitting no further payment is due, since we paid the 1 month we had to because the service wasn't cancelled within 30 days. What was not addressed is the third party billing service 'Mepco' sending a bill labeled 'LATE NOTICE' after the service was cancelled, and then ANOTHER billing statement with 2 months' payment supposedly due, totaling $490.86. The billing statements are being sent of behalf of Home Warranty Services, which again, DID ACKNOWLEDGE the service has been CANCELLED. So why is 'Mepco' still sending bogus bills?? To scare us into paying for a service already CANCELLED?? Home Warranty Services must have 'Mepco' send an invoice showing there is NO BALANCE DUE, in order for this issue to be handled to our satisfaction. I wouldn't put it past Home Warranty Service or Mepco to send this ******************* that we do not owe to a collection service! I want an invoice showing NO BALANCE DUE.

  

  Business Response

  Date: 05/23/2023

  CS this account has been canceled through mepco. No further action is required by either party. The contract has been terminated. No future payments will be required.

  Customer Answer

  Date: 05/25/2023

  
  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:05/04/2023

  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 89 years old and Home Warranty Services sent me several threatening letters about my home. Scared, I purchased the Home Warranty Services. When my son, an attorney, found the service on my monthly charges, he cancelled it with me in January 2023. At that time we were told that I would get a refund (for the balance of the month) and no other action would be required. Then I was charged again, and my son the attorney called them with me and they changed their position and said a "cancellation request" would have to be filled out. They said I should have received it. None was ever received. We requested another one and they have continued to harass me for payments and in my confusion I paid one of them. Yet, I have no coverage. They also said they would not refund anything after 30 days, even though I properly cancelled the service in January and they kept charging my credit card. I'm afraid this is not a very reputable company and they never answer the phone directly (instead calling back without scheduling a time) and just leave messages. Then you call back again and get the "overflow service". My son indicates he will be reporting them to the ******* attorney general.

  

  Business Response

  Date: 05/04/2023

  CS has reviewed customer complaint. CS will refund the client 100% total refund ******* This refund will be sent to the client via check overnight.

• Initial Complaint

  Date:05/02/2023

  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.

  My 86-year-old Mother was somehow convinced to provide her credit card information for a home warranty plan. There is no paper trail of withdrawals or copy of the policy. I found this on her credit card **** and when I asked her about it, she didn't recall signing up for this program. The policy number was provided to me by calling the number that appeared on the credit card bill ************. I called the Home Warranty Services company at ************ phone number which didn't answer as a business would normally do. I have requested they cease from using this card and called the credit card company fraud unit. This is predatory against elderly people. This isn't a legitimate company based on my initial assessment and reading all of these other complaints. This company should be investigated and removed from doing business. I don't want them contacting my mother by phone or mail.

  

  Business Response

  Date: 05/02/2023

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

• Initial Complaint

  Date:04/19/2023

  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.

  I made a contract by phone being led to believe this was for my home insurance. I received a notice at my house tell me I had to call immediately (my spouse had just passed away within the last two weeks). I called and made a contract. I then realized this wasn't for my house insurance. I had my daughter call immediately and I was on the call also. I was told I had to wait on the booklet to come to the house to obtain information about the contract. No one would tell me anything by phone. I waited on the booklet and immediately signed a letter requesting cancellation based on information (address) provided in their booklet. Mailed by certified mail so I could trace it. It was returned due to insufficient information. I called a second time and ask for the complete address and mailed a second notice on February 16, 2023, certified mail. Payments still being debited from my account. I called again on March 21, 2023 and spoke with ******************** who informs me that they received my notice but it was not notarized. Why should I be punished and having to pay when the cancellation should have been received when I mailed on January 31, 2023. Their booklet says nothing about a notarized statement, nor does it give the appropriate address. It even states in the book that I can send a cancellation to MEPCO and I had my daughter do that by fax. I was a refund of all monies debited from my account and my balance to show $0 and the billing department stop sending me notices. And certainly nothing derogatory listed on my credit report. I have attached a copy of all documents mailed and faxed and copies of pages from their pamphlet.

  

  Business Response

  Date: 04/20/2023

  CS has reviewed customer complaint. CS has refunded this customer deposit 100 via card on file and their monthlies they have charged it all back on their credit card already. The customer is refunded 100% at this time. No further action is required at this time.
  

• Initial Complaint

  Date:03/24/2023

  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.

  This company has been sending letters (As well as harassing my 75+ year old grandma with phone calls), all of which with predatory language like "Final Notice" and "Immediate Attention Required". In December 2022 my grandma read one of the letters, panicked, and without realizing what was being asked of her from who (she thought she was speaking with her current home insurance company as she is hard of hearing), was coerced into paying $300+ for an unneeded warranty plan. When I (her granddaughter and caregiver) found out in January 2023, I immediately tried to cancel. After calling for three months (into the end of March 2023 now), I finally got in touch with the billing department where I was directed elsewhere (an answering service). Much to my surprise they actually called me back today but I was told by two extremely rude woman (one in billing and one in the customer service department) that my grandma (who doesn't remember giving out any of her information) willingly purchase the warranty and is now obligated to pay all fees ($600+ at this point). Several reviews/complaints on this company questioning elderly abuse occurring should be a red flag. After more than 30 minutes, the warranty policy is still not cancelled. The behavior combined with the predatory language/actions are appalling. The bank managed to get the first payment (taken from my grandmas account in February; almost two months after the "purchase") back from this company; however we would like the policy cancelled and no more contact from this business. "Account Holder" Name can be given upon contacting myself for the CANCELLATION of this policy.

  

  Business Response

  Date: 03/25/2023

  CS has reviewed customer complaint. This deal has been cancelled out per customer request. HWS would like to remind the customer there are several home ********************** companies mailing. All with the same literature. No future mailings will come from HWS . That does not mean the consumer will not receive mail from other home warranty companies. No further action is required at this time from either party.

• Initial Complaint

  Date:03/21/2023

  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.

  Opened up bank statement to find ****** had been drafted from acct.Home warranty services sold a policy to *************************, ************************* has been dead for 5 years. I have called every day for a weeks...always get overflow ***** They take messages, no call. What happened is they scammed ************************* widow...I even left my email address for them to email me instead of phone tag...did not happen. ***** removed my banking info to prevent further charges. Dead men don't need home warranties...Refund of the full amount...now. this is a new low fir rip off companies.

  

  Business Response

  Date: 03/21/2023

  CS has reviewed customer complaint. Customer is owed a pro rated amount of 79.64 . This contract is cancelled out per customer request. No further action is required at this time.