Complaints
Customer Complaints Summary
- 231 total complaints in the last 3 years.
- 118 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/11/2024
Type: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.
Just like many other complaints *** read about this company I was sent a letter in the mail saying that my warranty was expiring and that I needed to pay a fee to keep my warranty. I was not sure about why I needed to have warranty on my appliances since they are all brand new and should have warranty from the manufacturer. However, they assured me that they would not be protected if I did not purchase the warranty (which is false). They also told me that I had a 30 day ***** period to cancel the warranty and have my activation fee returned to me. Over the last few days I come to realize that I can get warranty on all my new appliances in my home through the manufacturer. I have been calling their service number which I was told was needed to cancel my warranty and Im only getting an automated voice messaging system that is telling me that I will be getting a call back soon. I am within their service hours and have not talked to a real person or gotten a call back. All Im requesting is that they give me back my $295 activation fee and do not charge my card again. If they decide to keep my information and charge my card in the future then I will have to sue the company.
Business Response
Date: 11/11/2024
** has reviewed ****** and cancelled out this contract per customer request. No further actions are required by either party at this time. If the customer would like refund tracking details they can simply call into CS toll free.Initial Complaint
Date:11/06/2024
Type: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 cancelled my policy, according to the procedure that is given in the policy book, within the 30 day period. They claimed that a payment didnt go thru so I called the same day to cancel. They ended up charging my card again after that, which I complained about. I have been trying to get a refund since September 2024 and was even told I would get a cancellation letter in the mail, which hasnt happened. I have already sent them a notarized letter. Its November and I still get calls saying I have a past due amount. Whenever I call customer service or billing, they just talk over me or hang up.Business Response
Date: 11/07/2024
** has reviewed customer complaint. ** will refund one monthly payment per customer request and cancel out the deal. No further actions are required. If the customer would like tracking details they can simply call into CS toll free.Customer Answer
Date: 11/12/2024
I accept the refund of $295.00. I am still receiving phones calls and text messages for a past due balance. I should not owe on the account. Also, I was told I would receive a cancellation letter in the mail, which I havent received yet.Business Response
Date: 11/13/2024
** has reviewed customer complaint. The customer can speak with CS about this they do not need to post on BBB in regards to this small issue.Initial Complaint
Date:11/06/2024
Type: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 11/05/2024, I received a letter in the mail stating "Final Notice" regarding home warranty service. I had just purchased a new home. Upon reading the letter, I panicked and called immediately to set up a policy. All I had to do was put down a $100 down payment and then pay monthly installments of $235.83 for 18 months. However, this was done in error. I have another home warranty policy already established. I have attempted to contact Home Warranty Services to cancel my policy. The number I called led me to an automated voice machine. I was told that I would get a call back within 30 minutes during business hours. I have yet to receive a call back.I do not need or want your services. I am still within my 30 days to cancel and to receive my refund. ****** MY CONTRACT IMMEDIATELY!!Agreement contract number is: HAS105328428.CANCEL THIS CONTACT IMMEDIATELY!!!Business Response
Date: 11/07/2024
** has reviewed customer complaint. ** will refund the down payment and cancel out the deal. The client only has a little time left on the home warranty but if they dont want it further we will cancel. No further actions are required at this time.Customer Answer
Date: 11/07/2024
While I appreciate that the company has canceled my policy and will refund my money, I dispute their assertion that I have a little time left on my warranty. I requested this cancellation and refund within a day of purchasing the policy when I discovered that this service had been attached to a scam. Their assertions of having a little time left on my warranty is inaccurate and misleading.
Business Response
Date: 11/08/2024
** has processed the refund per the cancellation rules. HWS is not a scam. *** sells legitimate home warranties. The consumer of course has a right to their opinion and that is all it is.Initial Complaint
Date:10/25/2024
Type: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 mother-in-law ******* ***** received a notice in the mail stating her home warranty was going to expire. She panicked and called in giving them her banking information and they took out a payment of $295. She suffers from early signs of dementia, so I handle the finances for her. When I noticed the charge on her bank account on 10/16/24 I immediately asked her about it, and she doesn't remember calling the company on 10/15/24. I tried calling the company to cancel and request a refund because doesn't have a warranty that is expiring, nor does she need this warranty. ******* informed me he can't cancel this policy and was very rude stating it's not a scam and refused to help even after I told him she doesn't have a warranty with you that was going to expire.Business Response
Date: 10/25/2024
** has reviewed customer complaint. ** will refund 295 and cancel out this deal per customer request. No further action is required by either side. If the customer would like refund tracking details they can simply call into CS toll free.Customer Answer
Date: 10/28/2024
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:10/17/2024
Type: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 was not aware a home warranty had already been purchased at the time by the co-owner. I signed up for "Home Warranty Services"- not knowing I didn't need it, but FULLY AWARE OF THE 30 DAY POLICY TO CANCEL -WITH "HOME WARRANTY SERVICES."I have reached out to them by the telephone number they provided ************, only to be connected to an "AI" recording that states someone will be in touch. They have not reached out to me to cancel this policy, They never did. This was attempted over 15 times!- within the last 10 days. They also would not respond via email. 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 11/7/2027. Please help me cancel this policy since they will not. Thank you.Business Response
Date: 10/18/2024
CS has reviewed customer complaint. CS will refund 295.00 down and cancel out the deal. No further actions are required by either party at this time.Customer Answer
Date: 10/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22438630, 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,
Cary Armand
Initial Complaint
Date:10/01/2024
Type: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 have had 3 separate issues that were not covered by this company and submitted paperwork to cancel. It has now been two months and we are still being charged and the company is claiming that they have never received our cancellation request. We have called multiple times only to be told they have not received our notarized request to cancel. We have the tracking receipt that shows delivered.Business Response
Date: 10/02/2024
CS has reviewed customer complaint. The customer complaint has to do with the admin not the sales broker. The customer is confused HWS does not pay claims. The customer needs to speak with the administrator if they are not satisfied with the coverage.
Customer Answer
Date: 10/02/2024
Thus response has nothing to do with my complaint.Business Response
Date: 10/02/2024
CS has reviewed customer complaint. This is not a valid complaint. If the customer issue they can simply call into CS. This has nothing to do with the BBB.Initial Complaint
Date:09/30/2024
Type: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.
Found out about company. Wanted to get a home warranty on my home but after receiving material from them found out my home was too old qualify. Requested cancellation of the policy. Had trouble reaching them at first. Received a partial refund from them. Want a full refund. (See Attached)Business Response
Date: 09/30/2024
** has reviewed customer complaint. 295. 00 has already been charged back from the customer. The deal is cancelled out. No further actions are required by either party.Initial Complaint
Date:09/30/2024
Type: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 9/04/24 I received a letter in the mail stating "Final Notice" regarding home warranty service. I have just purchased a newly built home that has warranty coverages on just about everything. Upon reading the letter i panicked and called immediately thinking that i was late or there was something i didn't sign and got missed. I was told it was for the warranty coverages on the house. All i had to do was pay $295 as a down payment and it should all be set up and good to go. Monthly installments of $200+ I believe for 18 months. I was in a panic and set everything up. I later found out after speaking with the builder that I don't need this warranty. The house comes with warranty. I made my first attempt to cancel about two weeks ago. I spoke with an automated voice machine and was told I would get a call back within business hours. I later got a call and spoke with a gentlemen that was rather rude. I told him I didnt need and/or want the services. I fought with this guy for about 10 minutes trying to cancel the service. His response was "it doesnt work that way." and that i would need to wait for the booklet to arrive in the mail. He stated I need to review it and then I can call and cancel if I wish. I received it in the mail, reviewed it and made another call to cancel. Again, greeted by the automated machine I was told I would get a call back within a half hour. Didn't get a call so I tried again the following day. This time I called the activation line. I was told I have to call the cancel ***** I have not received any phone calls to cancel. I am tired of trying to get a hold of an actual person to speak with to cancel my contract. I am still within my 30 days to cancel and receive my refund. I don't need your services, please cancel my contract as I dont need it or want it. Agreement number as it shows in the booklet is as follows: HAS105325678.CANCEL THIS CONTRACT IMMEDIATELY!!Business Response
Date: 10/02/2024
** has reviewed customer complaint . ** will refund ****** and cancel out the deal. No further actions are required at this time. If the customer would like refund tracking details they can simply call into CS and inquire Toll Free.Customer Answer
Date: 10/06/2024
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:09/20/2024
Type: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 felt coerced into taking the policy. I explained I had replaced all appliances in my home including the Air Condition, Washer/Dryer, Dishwasher, Refrigerator and Furnace. I also added I could not afford a Home Warranty Policy. I did not need the policy. I was told that because of the age of my home I needed electrical protection. I didn't have an argument for that. The policy consisted of $99 or $100 down and $241 a month. I reluctantly paid the down payment and had a hardship the next two months paying the premium. When I had to pay for my groceries on a credit card I decided to cancel. The agent with whom I spoke was very considerate and told me that ** didn't want to put customers in that situation and she would cancel the policy. She also told me to write to HW to ask for reimbursement since I did not use the policy. I wrote a letter and two more letters without response. I am continually called for back payments. I explain each time that the policy has been cancelled. When agents check my account, they verify that the account has indeed been cancelled, but the collection reminders continue to come. I'm attaching my notes and copies of the letters to Home Warranty.Business Response
Date: 09/21/2024
** has reviewed customer complaint. ** will refund the customer request and cancel out the contract. No further actions are required by either party at this time.Customer Answer
Date: 09/27/2024
I'm very confused about what is on the Web about Home Warranty. This is my second complaint to you about them. I have writtten three letters. I have received even more harassing calls to pay another month AFTER I cancelled the policy on July 30, 2024. I have these two notations on the Web: 1) Best Home Warranty Companies In ********** Of 2024 Forbes ********************** home-improvement best-ho... Sep 13, 2024 Best California Home Warranty Companies in Detail Liberty Home Guard American 2)Goggle Alert - Home Warranty ********************************************* ********************************** about news al... ** you receive a letter urging you to renew or activate a Home Warranty, please do NOT call or make a payment. This is a nationwide scam!Business Response
Date: 09/27/2024
** has reviewed second ******** complaint. ** has refunded the requested refund and cancelled out this contract the first time per ******** request. No further actions are required by the ******** or the company. If the ******** would like tracking details they can simply call into CS toll free and be provided those details.Initial Complaint
Date:09/19/2024
Type: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 came last year to replace the compressor to air conditioning after three months of waiting. The air worked fine till Jun 2024. As the temperature rise the same problem occurred. I put in a service request and the man said they put the wrong size compressor in and that the inside and outside were not compatible. Now my electric bill is out of control. So basically what they did was replace the old problem with a new machine creating the same problem. They refuse to change it probably because I wouldnt renew with them. They had several people always calling and once I told them I wasnt renewing everybody stopped calling and none will help me. They keep saying they replaced what was in there which I have no idea what was in there but that is some kind of stupid to put the same problem back in. I havent heard back from BBB or First American Warranty. This is my second request to you for help. Thank you and BlessingsBusiness Response
Date: 09/20/2024
** has reviewed consumer complaint. This is not a customer of HWS.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.