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:05/15/2025

  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.

  We are new home owners as of February 2025. We received a lot of letters from this company saying we need home warranty. We called and spoke with a representative he told us it was mandatory for our loan to have this coverage. Since we are new homeowner we did not know this was not required by our loan. We spoke with our lender and they said we were not required to buy this. We paid one payment already but we decided to cancel our policy. They said it was canceled but they are still calling us to make a payment. They call us everyday and today they called and said the policy is not canceled. They have yelled at us and hung up on us when we are trying to resolve this issue. They have never sent us any letters or information about this policy.

  

  Business Response

  Date: 05/15/2025

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

• Initial Complaint

  Date:05/12/2025

  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 started my plan with Home Warranty Services in December of 2024. After a few payments I realized that the cost of it made it too difficult to pay my other bills. The problem arose when, in March, I attempted to cancel my plan. They told me that I would have to pay them my due balance before I could cancel, and would have to speak to customer service, despite that not being mentioned within the agreement. I went ahead and paid them, asking for a copy of the documents associated with my plan, which I had not received since starting the plan. The agent assured me that was the last payment and it was cancelled. I did not notice the bill in April, I was told by billing on April 3 that I was clear and cancelled. They billed me on April 4. On May 8th I got a notification that the plan was at risk of being cancelled. I called the billing and customer service departments that day and was told by both departments that my account was cancelled and the reminders were just a bug in their system. On May 11, I was charged again. I called customer service on May 12 and spoke to somebody that told me that the plan was past due and I had failed to cancel previously. He told me he would send me the documents for my plan over email, but I had not received them yet. At this point, there was no way to even verify that the company had even existed beyond them taking my money each month. I called customer service again shortly after and was directed to a customer portal, where I was able to find some account and company information.

  

  Business Response

  Date: 05/13/2025

  ** has reviewed complaint. Cs will issue pro rated refund 598.62 via check. if customer would like tracking information they can

  feel free and reach out to customer service. 

  Customer Answer

  Date: 05/13/2025

  
  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:05/08/2025

  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.

  On March 10, I purchased a home insurance policy and was told that I could cancel at any time. I called to cancel the next day. I recently saw that $295.00 to MEPCO had been charged to my credit card account. The Agreement Effective Date is listed on the policy as 04/10/25. I had called to cancel many days in advance of that. I called Home Shield on April 28 at ************** and then at ************** and spoke to the same male at each number. He said that there was a record of me having called to cancel the policy of March 11. He stated that I would not get a refund and, in fact, would need to pay an additional non refundable amount of $295.00 within the next two day before I was also allowed to cancel the policy or would have to continue making 17 more payments for a total of #5,048. I also called MEPCO (who is their billing company) on April 28 at ************** and was connected three times to AI assistants before speaking to someone who gave me an email address to contact the administration. Today, April 30, I emailed them at ************************ to ask for help in this matter.

  

  Business Response

  Date: 05/09/2025

  CS has reviewed all of the submitted information from the consumer. This is not a customer. This complaint was submitted by the consumer in error

• Initial Complaint

  Date:05/05/2025

  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 had a home warranty with ************ for 1 year. In that year I had 2 claims. Neither were covered. The second , my wash machine, they said they could not fix but offered me $200. Mind you, it cost me $100to have the guy come out to look at it. I have the offer in writing. Shortly after, I cancelled my warranty (because it was a waste of money), but was told I would still receive the check. That was almost 3 months ago. I have made several calls and sent several emails. Each goes unanswered. This company is very hard to deal with. I would highly recommend going with another home warranty company. This one is not responsive or responsible

  

  Business Response

  Date: 05/05/2025

  CS has reviewed all of the submitted information from the consumer. This is not a customer. This complaint was submitted by the consumer in error. Complaint is for another company call "home serve" 

• Initial Complaint

  Date:04/08/2025

  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.

  On January 22nd. This company called me and told me that I had to get this service. Due to my mortgage from **********. I learned later that was incorrect information. I didn't have to have this coverage. Since they told me I had to have this. I purchased it. It was being recorded they said. When I found out that I didn't have to have the coverage; which was on the 12th of February 2025. Another company said they were going to cancel it for me since they knew how to talk to them. I agreed. The other company called me back and said that they couldn't cancel it. They said home Shield was was very rude to them. I called to cancel on February 13th of 2025. They would not let me cancel. Very rude. Asked if I was canceling because my bill was due. I said "no". I was not aware that it was due. I told them I just want to cancel due to them lying to me. That I did not have to have due to my mortgage. They said that they would check the recordings & get back to me. I said I want to cancel & want my $ returned to my credit card. Absolutely very rude the entire conversation. I told him that if they listened to it they would hear me crying due to not being able to pay for this. I called them again on February 14th. More rudeness from same person. He threatened to send me to collection. He still wouldn't let me cancel. Said I can't cancel due to me owing them $. I was having to prepare for a surgery that was on the 17 of February 2025.

  

  Business Response

  Date: 04/26/2025

   CS has reviewed all of the submitted information from the consumer. This is not a customer. This complaint was submitted by the consumer in error
  
  

• Initial Complaint

  Date:04/04/2025

  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 contacted BBB to get my name & address removed from receiving mail from this ** on 5-24-24 & again on 9-17-24. I am now receiving them again. I want my name & address PERMANENTLY removed from this business!

  

  Business Response

  Date: 04/14/2025

  ** has reviewed the response. We have removed client out marketing and label as do not mail.

• Initial Complaint

  Date:03/26/2025

  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.

  On 1/7/25 shortly after closing on our house me and my husband received a final notice letter saying we would experience a lapse in coverage if we did not call right away. We called and signed up and didnt think much of it until the payment for February came and our bank marked the charge as fraud. I called in to cancel was told it was done and that Id receive a cancellation email and a physical letter in the mail. I never got either and they didnt charge us again thankfully. Fast forward a month and I start getting calls saying that my payment is late. I call in again and am told my account is canceled and was given cancelation code 485DD5622E then I was told they would put me on a do not call list and to disregard any further calls. Fast forward again today 3/26/25 I get two bills from MEPCO that say I owe over 500$ so I call again speak with ***** and was again reassured I was canceled and given the ** again. I was also told Id receive another cancellation letter in the mail and that there would be efforts made to stop the bills from ***** I would like all further bills to stop since Ive made every effort to cancel I dont want to owe money and I dont want this to go to collections and affect my credit. I would also like a cancellation letter for my records.

  

  Business Response

  Date: 03/31/2025

  ** has reviewed customer complaint. ** will cancel out the deal per customer request and finish the job per customer request.

  Customer Answer

  Date: 03/31/2025

  
  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:03/25/2025

  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.

  On March 6, 2025, I signed up for a home warranty policy with this company. I paid a $100 deposit and agreed to a monthly payment moving forward. I did this without consulting my partner whom I own the house with. After further discussion, we simply decided to cancel the service. Per the booklet provided by the company itself, this is well within our right to do. Because I am canceling within 30 days, we should also be granted a refund on our deposit. However, I have called several times over the past two weeks and have been met with various excuses on why I cant cancel. I have been complying with everything they tell me I need to do and considering whatever new offers they give me. My mind has not changed, and these past two interactions have been so bad that I fear I will never be able to cancel it on my own without BBB intervention. On 3/24/25, I called and spoke with a woman claiming to be a team lead. She told me I could not cancel because there was a block on my account due to a home ********************** being required by my mortgage company. I ended the call to check if this was accurate and I can confirm this is not true. I called again today, 3/25/25, and was met with a rude man. I explained my situation and he immediately argued with me and insulted my partner. I remained calm and simply insisted that I wanted to cancel our policy. Ultimately, he hung up on me. I tried to call again and was instead sent to the automated system. I explained the situation to my mother and we did a joint call. I believe the fact it was her number and not mine is why we were able to contact them again. We were sent straight to the same representative and my mother was shocked at his behavior. He claims it was canceled and gave me a confirmation number of *****, but I do NOT believe that is a real number. I need this policy to be canceled. If I received my refund as well that would be great, but the past two days have been terrible.

  

  Business Response

  Date: 04/01/2025

  ** has reviewed customer complaint. ** will refund 100$ and cancel out the deal per customer request. 

  Customer Answer

  Date: 04/01/2025

  
  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:03/24/2025

  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 made multiple attempts to cancel my account with them in the 30 day probationary period. When I call, it forces you to speak to a recording and then promises an agent will contact you back. No one ever calls back. They promised a full refund of the security deposit if cancelled with the 30 day period, and I no longer want to pursue any business with this company.

  

  Business Response

  Date: 03/25/2025

  ** has reviewed customer complaint. ** will refund ****** and cancel out the deal per customer request. 

  Customer Answer

  Date: 03/25/2025

  
  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:03/17/2025

  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 am wanting to file a complaint against H3333****343338313537H. I emailed the H333735363534353136**H via the website online on March 7th with no seeming reply to date. I have also called various times and I can&#**;t seem to get a person to follow up on this and/or file a complaint with the H333735363534353136**H. I am wanting to get a refund and leave a review of the complaint I have with H3333****343338313537H. Below is the email and/or message I sent on March 7th through the H333735363534353136**H website: " My father passed away and my sister and I have taken over the affairs. Our father received a final notice letter stating "Our records indicate that you HAVE NOT CONTACTED us yet to get your Home H**36363332313030H up to date." I was told by a guy who called himself ****** Tailor that told me my father had this H31**303835363538**38H and that we were grandfathered in the senior program. On 12/26/24 $280.56 was paid. It was later in January I attempted to ask questions regarding my father&#**;s H31**303835363538**38H - how much he paid this far and for how long that things changed regarding customer service and I was met with rudeness by various representatives. I had been talked over, hung up various times, not have had my questions answered, told my father had a policy, but then told he never signed up. I emailed H3333****343338313537H on 1/30/25 with no reply. I also attempted to cancel and was told by a guy name ****** in Billing or billing that I needed to be up to date before I could cancel. The amount of calls is more than I know. Below is the email that I have edited due to space: H3333****343338313537H, I am wanting to cancel this policy immediately and get my money back for last month&#**;s payment which was paid on 12/26/24. I have been attacked on the phone and was disrespected by three of your agents/representatives - *********, ******* and ******* yesterday. I was accused of pretending to pose as myself, was interrupted numerous times, was told by ******* I was telling him how to do his job for simply stating he should have the billing details (he&#**;s in Billing), and more. I asked for callbacks from ****** Tailor and a manager to call me back to clarify how much has been paid. I am not definitively sure if that has occurred. I have spoken to various employees asking for details on how much has been paid thus far as I started my new account for ******************** in December. When asking for details like this with *******, he simply would ignore answering and state I owe money. I asked again with no reply. I asked if questions were not allowed and he stated he was confused and that he didn&#**;t think it was me speaking on the phone. How am I being stonewalled, being interrupted, tolerating your agent&#**;s frustration and disrespect and told I am impersonating myself? No one has told me definitively how much has been paid; simply stating it was up for renewal so it must have been 3 years. I am still not understanding how hard it is to give me this information. I want to know how much has been paid thus far on *********************************************. I also asking for a refund for the payment made on December 26, 2024. The final notice letter made it seem payment was due. Simply not the case and misleading. This is wrong and I want answers.

  

  Business Response

  Date: 03/19/2025

  ** has reviewed customer complaint. This person is not owed an additional refund. No further action is required by either party at this time.

  Customer Answer

  Date: 03/21/2025

  A "FINAL NOTICE" letter was sent to ******** Poltoratzky (who has passed away). In this is a Customer ID number is assigned making it seem he was customer. Customer Ids 
  are identifiers assigned to normally, if not always, customers. And if he never signed up for this this is misleading information on your notice. 
  
  
   When I saw this letter, I assumed he was signed up with a home warranty. 
  
  
  The notice also states that the home warranty "secured by TOWER FCU, may be expiring or may have already expired." Did ******** have a home warranty with TOWER FCU that was expiring or had expired?
  
  
  I have asked representatives how much was paid by ******** and that information was met with being told he was not in the system, at times it was essentially said they only found my account, not *********** Another told me he essentially paid all 18 months. I have received different information regarding ********** account or non account. But, one thing I was never told - a specific amount of money he paid for the home warranty with Home Warranty. 
  
  
  In English,  the names of companies and organizations are capitalized. In the final notice it was stated: "Our records indicate that you HAVE NOT CONTACTED us to get your Home Warranty up to date."  Home Warranty is capitalized, making it seem it was not referring to a general home warranty (as this would be lower case), but to a home warranty with Home Warranty Services; making it seem he was a customer with **********************.
  
  
  If capitalizing the home warranty makes it seem that his "Home Warranty" was not up to date it makes it seem it was not brought current. And again, why would the notice state it was not brought up to date when if he was never a customer?
  

  

  Business Response

  Date: 03/24/2025

  ** has reviewed customer complaint. ** will take this consumer out of the mailing. There is several marketing companies in this space that all have the  same type of marketing.

  Customer Answer

  Date: 04/04/2025

  Refund seems to not have been given. I want a full refund. There is no "additional refund" if no refund was ever given to me. If there was a refund given then state the date and amount it was given. 
  
  Stating someone is a customer, with a customer ID when they were never a customer is misleading and/or false marketing and/or advertising.
  
  I am requesting the information as to when when ******** was a customer and how much was paid by him. 
  
  According to the Federal Trade Commission website: "Under the law, claims in advertisements must be truthful, cannot be deceptive or unfair, and must be evidence-based. For some specialized products or services, additional rules may apply.
  
  
  Katherine Poltoratzky
  

  
  

  

  Business Response

  Date: 04/07/2025

  CS has reviewed this complaint. This is not a valid complaint.