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:03/16/2023

  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 is regarding a home warranty. After I purchased the warranty, I called to request service on my dishwasher. No one returned my call so I reached out again and was told that there is no one in my area who could perform the service. I requested to cancel the policy. They then offered to lower my payment and extend the period of the contract. They also suggested I buy a new dishwasher and they would reimburse me but I could never get anything in writing guaranteeing they would pay me. I have now tried to cancel 4 times and they refuse to cancel. They never did lower my payment . I closed the card that was being used for payment and now I keep getting letters telling me that I am past due. I keep leaving messages to tell them that I cancelled. My information booklet says I can cancel at any time by contacting the seller.

  

  Business Response

  Date: 03/17/2023

  CS has reviewed customer complaint. No refund is due at this time. The contract has been canceled out per customer request.

  Customer Answer

  Date: 03/17/2023

  I attached a statement of funds paid for the home warranty on our original complaint.  I did NOT receive services for the funds I paid them. They were unable to get a service representative to respond to our location. We feel that if they could not provide a warranty service for us we deserve a refund for the contract amount we paid. We are senior citizens living on a limited income. We now have to pay for a. Repairman to come and take care of our issues. We still feel that a refund for the contract is appropriate since they did not provide any warranty services for us.

  

  Business Response

  Date: 03/20/2023

  CS has reviewed complaint once again. There is no refund do on this contract do to payment default on the payment program. No further action is required from either party. The contract has been cancelled per customer request.

  Customer Answer

  Date: 03/29/2023

  We did pay them a deposit as well as one payment and suffered a loss during that time frame. We replaced the dishwasher. twhich was the claim that we  had  initially called the warranty company about. If they are not going to issue a refund for the funds we had paid for that time frame, then we want a check for the replacement dishwasher. The representative had told us no service people were available in our area(which was in original complaint) that we should buy a new dishwasher and they would reimburse us. We have done that and expect reimbursement for our monies paid out for the dishwasher. Attached is a receipt for the replacement dishwasher. 

• Initial Complaint

  Date:03/15/2023

  Type:Sales and Advertising 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.

  The company sent a red letter warning that I need to renew my home warranty as I had just bought the property. I called to see if the warranty was lapsed. The company made an aggressive pitch and warned of a lack of coverage and took my credit card information and asked me to say yes 3 times over the phone to verify a deposit. The company stated charges was for $249 a month which was way above any other warranty services. I remembered I had already signed up after the call with American Home Shield and I immediately called back to ask them to stop the transaction and to give back the deposit of $100 as I had already bought a home warranty service for the prior 6 months. The company referred me to a different line to call back for cancellations which nobody is every on as the intake receptionist is always an " overflow department". You wait 24 - 48 hrs for a call back from the cancellation department. Once the cancellation department calls back they deploy a tactic of asking you to wait for the pamphlet with the details of the warranty which takes about 20 days to arrive by mail before they can allow cancellations. So I waited until the pamphlet arrives and call back the cancellation department but again have to wait another 24 - 48 hrs for a return call. Once they do call back a male caller attempts to deploy aggressive tactics without allowing the caller to talk and aggressively interrupting and reminding the caller of past conversations that were recorded without letting the customer know the conversations were being recorded. The agent also states that in order for me to cancel I will have to look up different pages within the pamphlet regarding cancellation requirements and that the I need to provide them with a notarized letter of cancellation even though it does not state that anywhere in the pamphlet. So even after sending a notarized certified letter to the company, the company continues to call me several times a day and leaves a voice message.

  

  Business Response

  Date: 03/15/2023

  CS has reviewed customer complaint. This customer has been refunded in full. No further action is required at this time. The contract is cancelled out per customer request.

  Customer Answer

  Date: 03/16/2023

  
  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:03/13/2023

  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.

  Sold a home warranty policy. purchase Date 9/28/2022. When I tried to file a claim on 2/25/23, was told they don't cover trailer homes. But they sold me a policy ,can't get them to cancel. As my address shows this is Trailer . So far they have taken $1540.00. To me this is Fraud. Policy number is HAS10518305H. Which they bill my **** Card each month for $220.06. Would like this policy to be canceled. With return of money they have Billed so far. i

  

  Business Response

  Date: 03/15/2023

  CS has reviewed customer response. The admin has rejected this contract due to its a mobile home, issuing a  a full refund per their request. Full refund amount is $1395.30 via check. No further action is required at this time.

• Initial Complaint

  Date:03/07/2023

  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 stepmother, *************************, for whom I am POA has been a victim of predatory processes from various different extended warranty services and as a result has six different plans. Two of those plans are from the same company. She has a home warranty coming out monthly for $295 and another for $275.62. one is build through ****** and the other is billed through the company directly. When I try to call their number I get a person is not available please leave a message generic response. When I try to contact them through the website the server does not accept the message and reports an error. I am extremely alarmed at the amount of money she is paying for this especially since we couldn't reach them if we had a claim in the first place. Please help

  

  Business Response

  Date: 03/07/2023

  CS has reviewed customer complaint. CS has credited the down payment of ****** via the card on file and will mail out the monthly payment.  100% refund. No further action is required at this time.
  
  

• Initial Complaint

  Date:03/04/2023

  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 has been sending insistent letters (at least once a month for three years), all of which with predatory language like "Final Notice" and "Immediate Attention Required". Last month, an elderly member of the family (a veteran who hadn't seen these letters) saw one, panicked, and without fully realizing what was being asked, was coerced into paying $295 for unneeded insurance. When the caregiver (and head of household) found out, they immediately tried to cancel. After calling for a full week, they finally got a hold of someone. The person was extremely rude to her and myself (daughter-in-law), including questioning if elderly abuse was occuring because we didn't want their product. After more than 30 minutes, he finally relented and cancelled the insurance. His behavior combined with the predatory language / actions are abhorrent. We would like a full refund and no more contact from the business. My mother-in-law's name is ******************* and the contract number # is HES962408.

  

  Business Response

  Date: 03/06/2023

  This customer has been refunded in full and cancelled out per customer request. Also has been put on the *** list. No further action is required from either party at this time.

   

   

• Initial Complaint

  Date:02/16/2023

  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 filing this on behalf of my mom ***************************. She wants to cancel a service that she originally thought to be from her insurance company. When she finally got through to someone he was extremely rude and ask her why she was canceling. She told him she had talked to her children and they told her she didnt need this. My mom is 89 years old. He ask her couldnt she make decisions for herself and why was she letting her children tell her what to do. And that she didnt know what she was doing. He even ask for her childrens phone number. She said no that she just wanted to cancel and hung up on him. I dont appreciate anyone talking to my 89 year old mother this way. She needs her money back and it two nearly 2 weeks to get anyone to call her back. Then he talked to her so rudely. The account number to this is **************.

  

  Business Response

  Date: 02/17/2023

  CS has reviewed customer complaint. CS will refund the cc on file and cancel out the contract per customer request. No further action is required at this time.

• Initial Complaint

  Date:02/16/2023

  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.

  I have received 12 fake letters from this company saying my home warranty is ending and I have called 5 times to try to get them to stop sending letters. They said. Y bank where my mortgage company is, gave them the information but I have talked with my bank and they have no connection to this place.

  

  Business Response

  Date: 02/16/2023

  CS has reviewed consumer complaint. HWS has placed this household on do not mail list. HWS does not telemarket. No further action is required at this time.

  Customer Answer

  Date: 02/16/2023

  
  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:02/14/2023

  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.

  My 86 year old grandmother purchased a home warranty from this company by a letter she received in the mail. She had called on 2/9 and gave them her credit card information and was charged $295. She thought this was a required coverage from her mortgage lender but after I reviewed the letter with her we discovered this was an optional coverage plan offered by a 3rd party. She doesnt want the warranty. We attempted to call back on Friday 2/10 to cancel and the rep ****** ext. ****) advised the policy wasnt active to call back on Monday since she has 30 days to cancel for a full refund. We called on Monday twice and was told a message was sent to the cancellation department and someone would call back. That never happened. We call again today from my cell phone and finally got someone to answer. A female, didnt get her name. She said there was no active policy and they had not charged her any fees. She stated that we have to call in from the number on the account but the agent cant cancel from that call. We have to get a call back. I then get another call about 15 minutes from another rep name *****, say that there was no active policy for her and to review the bank charge and call the number listed there. We tried that number and it sent us to the same auto attendant recording from the number that is listed on the mail she received. Every rep you reach on the phone says they message another department to return our call but when a rep does call they say nothing is active. Every call received is Caller ID from bogus local nunber and when calling those numbers back your routed to the same call center. Her contact info is listed below. We have her home telephone number blocking all incoming calls because she gets about 30 spam calls today. My number listed in this complaint is the best number to reach us. We just want a full refund and for this to be settled. Her info:*************************************** *************************************************************************************** Home ************

  

  Business Response

  Date: 02/15/2023

  CS has reviewed customer response. This file has been closed out. The customer has been refunded in full and cancelled out. No further action is required at this time.

  Customer Answer

  Date: 02/16/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have confirmed the company has fully refunded the amount taken and this matter is now settled. 
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:02/07/2023

  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 continues to harass my parents with mailings for Home Warranty that is a scam and only confuses my parents who are both in their 90's. I have called several times and asked for this so called business to please stop sending mailings as it is very confusing to my parents. On all the occasions that I called and made the requests to please stop the mailings I was treated very rudely and the representatives hung up on me every time. When I told them that I was going to lodge a complaint to the Better Business Bureau they just said good luck with that and hung up on me. I tried to explain that the mailings were not necessary for my very elderly parents who have been in their home for over 75 years and that they would get very confused and nervous whenever they received a piece of mail from this Home Warranty Services / Home Warranty Division. I believe that they are they are operating as the same company. They seem to be targeting the elderly and individuals with memory challenges. Very, very sad that there are so called businesses out there taking advantage of our Elders in this society. I am appalled and they should be held accountable for their despicable actions!

  

  Business Response

  Date: 02/15/2023

  CS has reviewed customer complaint. No future mailings will go out. HWS would like to remind the consumer that there are several of these companies within the space so the consumer needs to reach out to all 400+ companies to ensure they do not receive any mailings in the future.

• Initial Complaint

  Date:01/19/2023

  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.

  In early September 2022, Home Warranty Services somehow got my 86 year old wife with Alzheimers disease on the phone. She has difficulty forming complete sentences, dialing a phone, and processing conversations. Somehow she was talked into a 36 month agreement for $5256.07 paid in only 12 months, and somehow gave out her payment information. When my children (who handle our finances now) found the charges, I called Home Warranty Services to find out what was going on and to cancel. After three days and over 15 calls, five or more left messages with the overflow department, I got through to a woman who wouldnt talk to me because I wasnt calling from the phone number on the policy and said shed call me back after discussing with her manager. She never called back. Next time I got through to a man that insisted his company would never take advantage of someone in her state (Id like to call BS). He told me hed call me back and let me listen to the recording. No call back. The third time I got through, the man insisted that I keep the policy because I hadnt sold the home yet. He did so about five times before I told him to stop. He told me I couldnt cancel without a notarized letter, then changed his tune after I insisted because he noticed that the previous agent had cancelled the policy. I asked for an email confirmation which he said he couldnt do.Long story short, they took advantage of my elderly, Alzheimers riddled wife, stole nearly $1700 of money we really dont have, and make it impossible to discuss and cancel, on top of entirely ruining the last four days for me. Everyone I spoke with were rude, pushy liars. They would not refund any money. I would ask for criminal charges if the BBB could help.Despicable.BBB, HELP!*****************

  

  Business Response

  Date: 01/23/2023

  CS has reviewed customer complaint. We have yet to receive document to cancel,  however we will raise cancellation procedure and issue a pro rated refund of *******