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:03/11/2025

  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.

  To Whom It May Concern,I am filing a formal complaint regarding the unethical and deceptive practices of Home Warranty Services USA. My elderly father was misled into signing a contract under unclear and misleading terms. The sales representative pressured him into agreeing without providing full details about the terms and cancellation policy.When I contacted customer service to cancel the contract, I was met with hostility and unprofessionalism. The representatives repeatedly talked over me, interrupted me, and pressured me to provide payment information. Despite my multiple requests for clarification and cancellation, I was either ignored, transferred to other departments without resolution, or hung up on.I have since discovered numerous complaints from other customers experiencing similar issues with this company, including misleading sales tactics, difficulties in canceling, and poor customer service. The companys behavior demonstrates a pattern of unethical business practices that target vulnerable individuals, including the elderly.I am requesting that this contract be canceled immediately without any financial penalty. I also expect written confirmation of this cancellation and assurance that my fathers payment information has been deleted from their system. Failure to act will result in further escalation, including reporting to state and federal consumer protection agencies.Please address this matter promptly.

  

  Business Response

  Date: 03/13/2025

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

• Initial Complaint

  Date:03/05/2025

  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.

  On February 7th 2025, I reached out to Home Warranty Services to cancel my home warranty policy I entered with them on 07/19/2024. This came after multiple instances of trying to reach out and get in contact with someone from Home Warranty Services to cancel my policy. I finally got in touch with someone that informed me that I needed to make a final payment from January, and that they would be able to cancel the policy going forward so I would not need to make any future payments. I asked for an email confirmation of the policy cancellation but the lady insisted that they would send out the policy cancellation paperwork/confirmation over postal mail. I eventually agreed that it would be fine and hung up thinking I was able to cancel my policy. Fast forward to today March 5, 2025 and I have been contacted by someone from Home Warranty Services everyday since February 20, 2025 letting me know that I need to make payments for the months of February and March. Judging on other complaints listed on here, I have the strong feeling that this wouldn't be the last time either and I will be getting more calls to make one "final payment" again going forward. What I am asking from Home Warranty Services is proof of cancellation to my policy and account from the Feb 7 date as well as no further contact to my personal line.

  

  Business Response

  Date: 03/06/2025

  ** has reviewed complaint. this account has been canceled. No further actions are required by either party at this time.

• Initial Complaint

  Date:03/03/2025

  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.

  The charges from this service are too much. We apparently signed up on 25 or 26 February 2025. Despite repeated phone calls, there is no way to cancel the subscription. There is no way to directly call them to remove the account. No way to get any refund or change the service.

  

  Business Response

  Date: 03/03/2025

  ** has reviewed customer complaint. ** will cancel out this deal per customer request and refund 295 requested refund. No further actions are required by either party at this time.

• Initial Complaint

  Date:02/13/2025

  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.

  On 2/13/25 I received a letter in the mail claiming my home warranty is expired or about to expire. Since I just moved into my new house I thought this was regarding my builders warranty. Agent on the phone was very deceptive and claimed Im required to have this home warranty otherwise my house would be red flagged and immediately asked for payment details. After I provided to him I asked if I could call back and he said no you already paid the deposit. Which was a lie I hadnt been charged yet at that time. I was charged immediately after the call ended when I went through verification. After calling back to cancel this I was given a phone number to an automated line that calls you back. I never received a call back. I would like a copy/transcript of my initial recorded call I had with ******* (agent) to review. I need my deposit of $295 back ASAP, I need my information wiped from this companies database and a copy of my call with *******.

  

  Business Response

  Date: 02/21/2025

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

  Customer Answer

  Date: 02/21/2025

  while you say you will refund me I will believe it when I see it. There was no email confirmation of this being canceled or the refund being issued. I was told over the phone it would take ***** hours until the money goes back into my account. It has now been 8 days (6 business days) and I still have not received my refund. Once the money hits my account I will consider this issue resolved.

  

  Business Response

  Date: 02/25/2025

  ** has reviewed customer compliant. This is not a valid complaint. If the customer would like refund tracking details they can simply call into CS toll free and inquire. This complaint is regarding a personal assumption that no refund was due which is just an opinion that is not valid. ****** has been issued.

  Customer Answer

  Date: 02/25/2025

  Maybe get a phone number that leads to a real person. I have called your toll line many times and am given the same message every time that a representative will reach out but they never do. The one time I did get a hold of someone I asked for refund tracking/confirmation of cancellation and was told the refund hitting my account if the confirmation of cancellation. Absolutely shady company that will do anything to deceive you. I filed a chargeback with my bank because I have no faith in this company to stay true to their word. This matter will remain unresolved due to your incompetence.

• Initial Complaint

  Date:02/12/2025

  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 were sent a formal notice requesting us to reach out to them immediately about our home warranty service. We got signed up and realized after the fact we are not required to have the home warranty. When I have called, I have been told the home warranty was just an offer and we did not have an account with them. I have recieved calls and a text saying we owe them money despite being told we do not have an account. We have been charged by them and had to cancel our cards to stop payments. I have emailed a formal notice of cancellation to all parties involved and called multiple times requesting to cancel. I have been told the person needs to speak to their manager and they will call me back. They have not. I am providing formal notice of cancellation on the BBB website since nobody will get back to me. This is a blatant scam and predatory.

  

  Business Response

  Date: 02/12/2025

  ** has reviewed customer response. ** will cancel this deal out per customer request. No further actions are required by either party at this  time.

• Initial Complaint

  Date:02/05/2025

  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.

  I was told I signed up for a home warranty, as I tried to explain in my phone calls to this company, I did not realize I was signing up for a home warranty, something came in the mail and I assumed it was a bill my husband paid in the past, he passed away earlier in the year and I am struggling with trying to figure things out and make my way. My daughter and I made three phone calls to the company trying to cancel the coverage but to no avail. I am 78 years old and have never had to handle the household bills. This company is very hard to deal with and talk to, they talk over you and have every excuse why they cant cancel or help you. I sent an email to them once I could not speak to them on the phone. Its no wonder the elderly are easy prey for these companies.

  

  Business Response

  Date: 02/05/2025

  ** has reviewed customer complaint. ** will cancel out this deal per customer request and refund 299 requested refund. No further actions are required by either party at this time.

  Customer Answer

  Date: 02/06/2025

  
  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:02/04/2025

  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 called this company due to a final notice my elderly Aunt received. I told them I have power attorney and want to make sure her insurance didnt lapse. There was never a warranty in her name that could lapse-I didnt know that at the time-my family and I were just concerned that here house etc stays current while shes in rehab. I called the next day to cancel, and have been calling as well as sending emails, to get them to cancel and refund my money. Ive blocked my cards and have told them as much. Calling customer ******************** just gets you someone who asks for your name and number and you literally have to tell them to stop talking so that you can give them your number. When they call you back-if they dont hang up when you actually answer-their response is to email them. I have, twice, and no response. Their confirmation. Email was sent thru an address showing ******************************** Thats not a legit email. All I want is my $195.00 refunded and the policy of its even real, to be cancelled and no threat to my debit card in future.

  

  Business Response

  Date: 02/05/2025

  ** has reviewed customer complaint. ** will refund ****** per customer request and cancel out the deal. No further actions are required by either party.

• Initial Complaint

  Date:01/31/2025

  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.

  ************ has continued to target my mother, who is 83 years old and has dementia, even though they have been requested to stop for several months. In the last 6 months, I have asked, pleaded and had to fight tooth and nail to cancel several ****************** charges on my mother's bank account for ********************** that she doesn't need. Each time having to cancel her debit card and get a new one. Since my mother was unable to deal with them in her diminished capacity and they would not talk or listen to me, I had to obtain a POA over my mother's affairs. I thought that finally, I would get this company to leave my mother alone but even that did not help. I provided them with my POA on 10/24/24, of which I have proof. Between that date and today, I have had to continue to cancel and dispute, cancel and dispute and when they do finally call me back, the manager ***** said they did not have my POA and he hung up on me. This morning, I finally have had enough! I went back through my emails and found when and where I had originally emailed them my POA. It was 10/10/24. Today I emailed it again showing the original date and copying my attorney. I finally got a response that I hope is permanent, but we shall see... ************ is despicable and they prey on the elderly and vulnerable. Total Scammers

  

  Business Response

  Date: 02/01/2025

  ** has reviewed customer complaint. ** will cancel out the deal and honor the request to not contact client again. No further actions are required by either party at this time.

  Customer Answer

  Date: 02/03/2025

  
  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:01/28/2025

  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.

  Scammed into getting a home warranty. Was sent a final notice letter with my mortgage company listed, so I thought it was the warranty obtained through the purchase of my home. Fraud through the mail as they had mortgage company listed! Once I discovered it wasn't my warranty company, I called the very next day to try and cancel. Was transferred to cancellations and was told they'd call me back. Never did. Tried multiple times to cancel and was never given to a human, only an AI recording stating I would be called back. Again, never was called back. Only call backs are harassing billing department that wont transfer me to cancellations. Threatening personnel stating I will be sent to collections and my credit rating will be affected. This is a total scam as they wont let people cancel!!!!!!! Not resolved yet. We've attempted so many times to resolve this issue on our own and tried to have our children help us. They are scam artists preying on the elderly.

  

  Business Response

  Date: 01/28/2025

  ** has reviewed customer complaint. ** will refund ****** via cc per customer request and cancel out the deal on file. No further actions are required by either party at this time.

• Initial Complaint

  Date:01/03/2025

  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.

  Scammed into getting a home warranty. Was sent a final notice letter with my mortgage company listed, so I thought it was the warranty obtained through the purchase of my home. Fraud through the mail as they had mortgage company listed! Once I discovered it wasnt my warranty company, I called the very next day to try and cancel. Was transferred to cancellations and was told theyd call me back. Never did. Tried multiple times to cancel and was never given to a human, only an AI recording stating I would be called back. Again, never was called back. Only call backs are harassing billing department that wont transfer me to cancellations. Threatening personnel stating I will be sent to collections and my credit rating will be effected. This is a total scam as they wont let people cancel! Credit card was cancelled and *** disputed with credit company. Not resolved yet. Sham on you preying on people.

  

  Business Response

  Date: 01/06/2025

  ** has already refunded the requested refund. No further action is required by either party at this time.