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:09/18/2024
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.
A few weeks ago I was contacted by Home Warranty Services (HWS) stating that they were Rated A+ with BBB for the Home Warranty and they covered the same as American Home Shield (that I was currently on) and it was cheaper. I decided to change services to them and found out that nobody in the air conditioning field in the area would fix an issue that came up with my air conditioner because of the company. I was finally able to get one from ******, ** to come out and do an estimate. When the owner called HWS, they said to go ahead and repair my central air unit. The next day he got a call stating that they will not cover it since it is normal wear and tear on the unit and not covered under their policy. The owner of the ***** called and said they won't pay for the inspection either since it wasn't approved so I have to pay for that as well. They lied to me about their BBB rating, misled me about the ease of use to get repairs done, and were difficult to get in touch with. I believe that I was lied to and I am going back to my old policy with American Home Shield. This has been a nightmare for me - my husband has heart issues and I cannot afford the coil system that is required. I live here in ** and it gets pretty hot in the house.
Business Response
Date: 09/19/2024
CS has reviewed customer complaint. CS will refund ***** and cancel out the deal. No further actions are required at this time.Customer Answer
Date: 09/19/2024
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. I request that they update their BBB rating and stop misrepresenting the company to potential customers that they are A+ rated.
Regards,
*********************
Business Response
Date: 10/28/2024
We just called and spoke w/ ***** ***** right now, we explained we will re-mail the check and provide a new tracking number.
She is content at this time.Initial Complaint
Date:09/17/2024
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.
I received the mail with 'Final notice'. I called this company, as I thought it was from my home warranty which seller provided, which was not the case. I will list the problems and complaints. The agent that I spoke today (9/16/2024) was *** ****.1. She lied that most of the homes in my subdivision owns this warranty. She insisted that this is because the builder who built this subdivision has electric system issues and it will cost ****** dollars to fix the issue. Both are not true. I spoke to several neighbors and none of them own this warranty. This alone is a major issue. I was provided an wrong information which was critical for my decision making.2. She told me either I do 12 months or 18months payment plan, and 18 months plan is $295 + $254x18months. I shared my credit card number to pay $295. And ***** stopped the transaction due to 'Fraud alert'. Interestingly, company knew that I would get 'Fraud alert' even before I received the alarm, and explained that it is due to some reasons. I spoke to ***** and they told me that this company triggers suspicious activities and thus sent me 'Fraud alert'.3. I googled and found out that this company has numerous infamous reviews, so I called to cancel right away I was directed to CS and was on the process of cancelling. Then, just before they would give me some kind of cancellation number, they hung up. So I am not clear if the cancellation is complete or not. 4. ** team seems no intention to help customers. I recall the name was '****', and he cut my questions and comments, and kept saying like he was trying to make me frustrated and hang up so I can give up cancellation. Please, at least hear the customer's ********** summarize, I have no intention to do business with this company. So please confirm if my cancellation request was complete (because ** **** up), and if not, please complete the cancellation. Again, please cancel the plan.Contract #: HAS105326232 Attached is for your reference.Business Response
Date: 09/17/2024
** will refund ****** per customer request and cancel out the contract. No further actions are required by either party at time.Customer Answer
Date: 09/21/2024
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:09/16/2024
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.
My mother was 92 years old. She took out a Home Warranty Service on 6/17/2024. She was admitted to the hospital 6/19 and passed away 7/13/2024. I was the **** at the time I contacted the home warranty company and was instructed to send in the **** and request cancellation of the policy HWSH502630, on July 8th 2024. Since her passing, I am the executor of her estate. The booklet provided to my mother states in Paragraph VIII, you may cancel the agreement at any time by contacting the seller. Also, in the event of cancellation within the first 30 days of the Agreement Purchase Date (6/17/24) , you will be refunded the full agreement purchase price, less any claims paid. We sent this all via email to Home Warranty Services well within the 30 days. We have since contacted the company and they state that they have the **** but no request to cancel. They stated that we had to call them back and cancel at a later time. This is Elder abuse and must be stopped. They were extremely rude to me on the phone stating that I too was elderly and most likely do not understand how the refund or cancellation works.Business Response
Date: 09/16/2024
** has reviewed customer complaint. ** will refund ****** and cancel out the deal per customer request. No further actions are required at this time.Initial Complaint
Date:09/14/2024
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.
Remove me from your mailing list immediately and permanently. Also, do not sell or share my information.Business Response
Date: 09/16/2024
** has reviewed customer complaint. ** will take the consumer off of future mailings.Customer Answer
Date: 09/16/2024
Previously requests have been made to stop mailing from this business, however; it has persisted. This is harassment.Business Response
Date: 09/16/2024
*** has reviewed this complaint. The consumer needs to keep in mind there is over 1000 warranty companies nationwide that all do the same marketing. *** has no affiliation of these other companies.Customer Answer
Date: 09/17/2024
Requests have been made to this specific company previously for no future contact.Initial Complaint
Date:09/13/2024
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 believe they prey on the elderly and the vulnerable. They enrolled my Mom who has dementia for a warranty program she was unaware she purchased. When I called with her to cancel and refund her 3 months, they refused to refund. I asked the supervisor to listen to the enrollment call so they could clearly see she was not aware what she was signing up for. We did not hear back from the company.Business Response
Date: 09/13/2024
** has reviewed customer complaint. ** will refund the customer ****** and cancel out the deal per request. If the customer would like tracking details, they can simply call into CS toll free and request tracking details.Initial Complaint
Date:09/06/2024
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.
I recently moved into a new condo. The loan for the condo is under me and my parents. I received mail from this company marketed as coming from my lender for the condo loan. I thought it was for the insurance through them as my parents had helped set up the loan. After I realized it was not with my loan, I have tried to cancel the policy as of 9/6/2024. Every time I try to call the number for cancellation, it goes to an automated robot that says someone will call be back within 30 minutes but they never do. I emailed them as well with no reply. I would like my insurance policy to be cancelled effective immediately and the deposit charge removed from my credit card statement.Business Response
Date: 09/09/2024
CS has reviewed customer complaint. CS will refund ****** down and cancel out the deal. No further action is required by either party at this time.Customer Answer
Date: 09/09/2024
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:09/05/2024
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.
paid ****** dollars for registeration then was chargrd ****** a month for the agreement.i paid ****** in july. then in auguast they tried to take out ****** before the due date and my bank denied it.so I to;d he bank to send me a new card and went to National Home Warranty for there service and the supposedly called and canceled with Home Warranty Services but did not so I canceled with National Home Warranty and Home Warranty Services would not cancel my agreement because I still owed them ****** and now they want ****** dollars. I don`t owe them anything cause it`s a service agreement not a contract. they won`t cancel the agreement till I pay the back amount of ******dollars. I sent a complaint to the ****Business Response
Date: 09/06/2024
CS has reviewed customer complaint. CS will refund ****** and cancel out the deal per customer request. No further actions are required by either party at this time.Customer Answer
Date: 09/06/2024
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:08/31/2024
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 August ******* , I called Home Warranty Services because I got a notice that the 28th was the last day To get a warranty. I talked to several employees, but the salesman is whom I referring to. I spoke to *************************, ***********************, and *****... whom I believe was the salesman. During the conversation, he told me at least 20 times that I was going to be red flagged by him for Not signing a home warranty. I explained to him that I don't have $235 extra a month to pay right now. But I did listen to him before I told him I just couldn't do it at the moment. This is where he got very rude. He told me he was red flagging my house for the plumbing. I JUST MOVED IN. Not even a month ago!! This house has been redone and pipes replaced, before I bought it. It's not that the warranty wasn't good, it was that he was EXTREMELY rude to me. I had paid the initial fee and called back after talking with my fiance and told him we decided to not move forward right now. This is when he said, I won't waste anymore time on you. Then he hung up on me. I find this to be unacceptable sales practices. He told me over and over how he wasn't making commissions. Which I know isn't true, just by how he tried to sell this warranty. He was trying to scare me into purchasing a warranty. I did outside sales in a 10 state territory I would NEVER let one of my employees talk and say the things he said. It is unscrupulous to report a new home owner when they didn't get time to think or see if we could budget. He wasn't willing to work with us. I would like a call from his manager or someone up higher than the salesman. This is unacceptable behavior by anyone. He tried to scare me into the warranty. If I am red flagged, I know who caused it and we will have a problem at that point. Thank you *** *********************Business Response
Date: 09/02/2024
CS will refund 100 per customer request and cancel out the deal. No further action is required by either party at this time.Initial Complaint
Date:08/29/2024
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 received an unsolicited letter in the mail . A “final notice”. Upon calling the offered number to attempt to get removed from their mailing list I was informed that my existing coverage by my mortgage company had expired and I need to purchase new coverage or they will have to send a “red flag” notice to my mortgage company. All that is total BS… and a scare tactic… The agent eventually hung up on me. I highly caution anyone that is thinking about dealing with this company. If they lie about one thing they will lie about anything!Business Response
Date: 09/02/2024
CS has reviewed consumer complaint. No future contact with this consumer moving forward per request.Customer Answer
Date: 09/02/2024
While I also have no interest in future communication, my expectation was a recognition that their employee had over stepped their training by lying to a phone contact. (Proof would be on the “recorded” call). Since there was no such comment in their reply, I can only assume that my accusation of being lied to, was not unusual.
not professional in my opinion…
Initial Complaint
Date:08/26/2024
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.
I have been contacting them about my AC that stopped working for over 3 weeks now. They take 2 days to find a contractor, but all their contractors are unreliable and do not follow up or keep the appointment. I call them and they keep making excuses. They basically work with cheap contractors that will not fulfill the job. They overpromise when they sell you the insurance.Business Response
Date: 08/27/2024
CS has reviewed customer complaint. This is not a customer. This is an invalid complaint.Customer Answer
Date: 08/27/2024
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,
*******************************
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