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:12/03/2024

  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 (******** *********) who has dementia agreed to a Home Warranty plan over the phone on 9/18/2024, she and i have tried repeatedly to cancel the agreement, we've made at least 10 phone calls, spoken to at least 5 different people and have been told many different things. One said he couldn't cancel the policy unless we were on her landline but refused to call us back on that number. We called multiple times from her landline and they did not call us back within the 30 minute time frame they said on their recording and then we werent home to take calls. One said an email must be sent, which we did to no avail, then the next live person said no, a physical letter must be mailed. We did that via certified mail and it was received 11/21/24. Someone called Mom on 12/3/24 saying the policy couldn't be cancelled until she paid. The booklet she received clearly states that the policy can be cancelled by contacting the company, it does not specify how, and furthermore that if you cancel within the first 30 days youll be refunded your money. We blocked *****, the company collecting the payments, from debiting her checking account after the first payment. They are now harassing her with phone calls and frequent mailings.

  

  Business Response

  Date: 12/04/2024

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

• Initial Complaint

  Date:11/27/2024

  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.

  Attempted to contact Customer ******************** and was told a call-back would be imminent. Am not comfortable with lack of ability to reach a live representative and believe that would indicate LACK of responsiveness on any Warranty claims. Was told by ***** ******* that I had 30 days to cancel if I changed my mind and was unable to reach **************** to do so. DO NOT WANT this services from this company. The refund of my $295 would be nice as well.

  

  Business Response

  Date: 11/29/2024

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

  Customer Answer

  Date: 11/29/2024

  
  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:11/26/2024

  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 have tried multiple times to reach them to cancel my warranty. They refuse to give me a call back. I always get ahold of a AI with promises of a returning phone call but it does not happen. I was told I could cancel my warranty if I did not agree with it and I would just need to call them but I can not get ahold of anyone. They will not return my calls. I am about to take them to court over the charges. I was bullied into setting up a warranty with them and called multiple times from multiple numbers and mail was sent to my house. This is a horrible company. I want to cancel my warranty but no one will respond to my calls. I need someone to reach out to me to cancel my warranty. I was told if I cancel I will get my money refunded.

  

  Business Response

  Date: 11/29/2024

  ** has reviewed customer complaint. ** will cancel out this deal and issue refund of ****** no further actions are required at this time.

• Initial Complaint

  Date:11/21/2024

  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.

  My dad received the letter in the mail and signed up for the service with an option to cancel within 30 days all fees returned. We called within the next few days and they couldn't cancel it until they sent us the paperwork to cancel. We never received anything in the mail and called them again to cancel. Every time you call you talk to AI that interrupts and doesn't understand even when you are leaving a phone number. They ended up sending him a past due notice as there wasn't a payment on file even though they had his information. We were told it was finally closed but still was charged on his credit card again. When I called I was told they cancelled the warranty but forgot to stop the automatic withdrawals. When I called back to ensure it was closed I spoke to ***** who was very rude, kept interrupting me, asking me what my problem was, wouldn't let me talk to a manager, wouldn't listen to me, and then told me he doesn't know what my problem is since he just refunded the last payment. He wouldn't tell me how to contact a manager as I didn't need to talk to one, he already helped me.

  

  Business Response

  Date: 11/22/2024

  ** has reviewed customer complaint. ** Will refund 733 and cancel out the deal per customer request. If the customer would like tracking details they can simply call into customer service toll free.

• Initial Complaint

  Date:11/18/2024

  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.

  After deciding that we no longer need services we tried canceling our policy with Home Warrenty Services. The billing department is the only number that you can get ahold of a live agent and they claimed, "you can not cancel your policy until you have your account updated on payment." I have tried to get in contact with costumer service and only get a recorded message from ****** and no calls back from a live agent. Billing continues to harass me with text messages and calls about payment when we have already told them we want to cancel the policy and no attempts are made on there end to get me in contact with costumer service.

  

  Business Response

  Date: 11/19/2024

  ** has reviewed customer complaint. ** will cancel out the deal per customer request. No further action is required.

  Customer Answer

  Date: 11/19/2024

  
  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:11/18/2024

  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.

  Name: ****** ******* Address: ****************************************** Contract #: HAS105325683 Purchase Date: 09/04/2024 Coverage: 3YR Total ENH Package Expires: 10/04/2027 I was told I had thirty days to review and decide if I wanted to keep this policy. I tried and tried calling and emailing this company less than two weeks after signing up to no avail. They are impossible to speak with. They do not answer emails. All the phone numbers I've tried are AI generated with promises to have a live agent call but that never occurs. I was charged an initial fee of $195.00 and was told this would be refundable if I decided to cancel. I could use some assistance, please.

  

  Business Response

  Date: 11/19/2024

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

  Customer Answer

  Date: 11/19/2024

  
  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:11/14/2024

  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.

  They falsely signed me up (lied to me to sign me up). They took $250+ dollars out of my checking account in Sept or Aug 2023. When I spoke to them last summer they said I was not a member in good standing and then he wanted the $250+ from the checking acct. I called immediately that week requesting cancellation of the contract. They never canceled the contract. Now, they've been billing me every month since and it has been sent to a collection agency. They've been calling and harassing me daily. I don't want the contract. I never wanted it. I feel that I've been scammed and it's nothing but a scam outfit. Back in 2023, they sent a kit out of everything that was covered and the amounts they wanted in a year's time was more for appliances than what we should have paid outright. I have medical conditions, and this situation is working me up so much that it's beginning to affect my medical conditions. I want them to stop harassing us and stop the cost of the premiums (which should have been canceled long ago) every month.

  

  Business Response

  Date: 11/15/2024

  ** has reviewed customer complaint. ** will cancel the deal and no more attempts of collection and cancellation and no liability to make another payment.

• Initial Complaint

  Date:11/13/2024

  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.

  I called this company for home warranty when I told them I wanted to think about it they bullied me and said the offer would not be valid if I called back and I had to accept today but I could cancel anytime. I changed my mind two days later I didnt want the policy and they said I could cancel anytime. Now they are refusing to cancel the policy but i have informed them the account they have for payment has been closed so they will not be receiving any payment and they should just cancel the account. Do not sign up with this company they are grossly over charging and are rude and very very unhelpful. They quoted me 250$ a month for 18 months then 18 months free I dont believe theyll be in business for the second 18 months go somewhere else they charge much less. Cancel my policy asap and no further contact from these thieves and liars

  

  Business Response

  Date: 11/13/2024

  ** has reviewed this customer complaint. ******* cancel out this customer. No Further action is required.

• Initial Complaint

  Date:11/12/2024

  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.

  As a first time home owner, I foolishly signed up for "Home Warranty Services" forgetting that a home warranty was negotiated through closing. I received a letter in the mail stating "Final Notice" regarding home warranty service. Upon reading the letter I panicked and called immediately thinking that I was late. After speaking with someone I foolishly provided my information and they took $295 from my account and said I would be billed $200+ for the next 18 months ($5345 total). I reached out to my relator and lender after I remembered to look the closing documents and they explained to me that I had most likely fallen for a scam. I have reached out to Home Warranty Services by the telephone number they provided **************, only to be connected to an "AI" recording that states someone will be in touch. I would like my policy to be cancelled effective immediately- before the 30 day cancellation ends - this is within the 30 day cancellation period- and the initial payment/down payment of $295.00 refunded to my account. Contract #************ Expiration Date 11/28/2027. Please help me cancel this policy. I would like to note that they are billing through "MEPCO" and it lists "Vehicle details" in the site and when I called MEPCO to inquire it told me about my "Vehicles Warranty". MEPCO lists "Homeassure": (*****************************************************************************************************, **************) as the "Contract Administrator" and "Home Warranty Services" (********************************************************************************************************************************. **************) as the "selling agent." Both ***** and Homeassure told me to reach out to Home Warranty Services to cancel.

  

  Business Response

  Date: 11/13/2024

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

  Customer Answer

  Date: 11/13/2024

  
  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. If I do not receive my refund and receive additional bills I will create reopen/create a new complaint.
  
  Regards,
  
  ****
  
   
  

• Initial Complaint

  Date:11/12/2024

  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 October 31st of 2024 my mother purchased a home warranty plan from this company. The next day she had buyers remorse so we called the company to have them cancel it. We were told by three different people on three different phone calls that we had to wait until we receive the paperwork in the mail in order to cancel it. It has been right about 10 days and we still have not received any paperwork and they also will not let us cancel. The next payment is due at the end of this month for $250 to be automatically deducted from my checking account. I want the service canceled and I want a refund for the $100 that we paid as a deposit.

  

  Business Response

  Date: 11/13/2024

  ** has reviewed customer complaint.  CS will refund ****** down plus cancel out the contract. No further actions are required by either party at this time.

  Customer Answer

  Date: 11/13/2024

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