Complaints
Customer Complaints Summary
- 232 total complaints in the last 3 years.
- 119 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: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 purchased my home decades ago. This week I received a "FINAL NOTICE" from Home Warranty Services, which deceptively states in bold at the top of their correspondence, "IMMEDIATE RESPONSE TO THIS NOTICE REQUIRED." They also deceptively used a previous home equity lender's name as reference in the title line. When I called their Contact Phone number, the agent told me that there are two (2) service advisories, regarding known electrical and plumbing issues with houses of similar age in my neighborhood. She continued on about how it was my Final Notice, and if I did not start coverage with them, then any damages from the failing plumbing and electrical systems in my home would not be covered. She said they would put a red flag on my property. She spoke over me continually when I tried to get clarification of what she meant. I asked several times for them to take me off their mailing list. She argued that I'm not on their mailing list, yet she admitted that I am in their database. She refused to take my information out of their database. I have received these Final Notices for many months now. They are from "Home Warranty Department," code for Home Warranty Services based in *************, **, per the agent I spoke with. This company is a scam. Please shut them down.
Business Response
Date: 08/27/2024
HWS has reviewed customer complaint. CS will cancel out the deal and provide no more contact to the customer.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,
*************************
Initial Complaint
Date:08/25/2024
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.
Notice of contract cancelation. 8/2/2024 sent by registered mail with return signed notice.They are calling to collect the monthly payments. Since I have sent a notification of cancelation I will not be making any payments. I notified them over the phone of my notification of cancelation several times.Business Response
Date: 08/26/2024
CS has reviewed customer complaint. CS will refund ****** per customer request and cancel out the deal. No further actions are required by either party.Customer Answer
Date: 08/29/2024
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.I want my credit report corrected.
Regards,
*******************
Customer Answer
Date: 09/20/2024
I am still receiving bills to pay this bill. I haven't received a written notice from the company yet.Business Response
Date: 09/20/2024
** has reviewed customer complaint. This deal is cancelled out . The customer might be confused but there is no payment due. The customer can contact customer service toll free for more details but everything is cancelled out on this end.Business Response
Date: 09/20/2024
** has reviewed customer complaint. ** will refund ****** and cancel out the deal per customer request. No further actions are required at this time by either party.Customer Answer
Date: 09/25/2024
Have not at this time received refund and continue to receive billing. Please provide letter contract is canceled.
Other than these I accept business response.
PS. Please mail refund by check immediately.
Business Response
Date: 09/26/2024
** has reviewed the customer complaint. This is not a valid complaint. If the customer would like refund tracking details they can simply call into CS toll free.Initial Complaint
Date:08/24/2024
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.
Bought a home July 2024 received a final notice in the mail. It had my lenders name at the top & asked for immediate response. Called the number thinking it was legit. I asked them to let me speak with my husband so we can make a decision and they kept telling I couldnt I needed to stay on the ********** or else Id be flagged for fraud etc. after giving them out card info & calling the real home warranty company we already had we realized it was a scam. When I called back I was told the 2 men I spoke to were already gone and to call back the next day. My husband called the bank and let them know what had happened and had them block the charge of $100 & any others from them. The monthly amount ******. I dont want this! I want the contract or home warranty plan they pressured me in to signing up for canceled immediately!Business Response
Date: 08/26/2024
CS has reviewed customer complaint. CS will refund ******************************************************************************************************** regards to the refund they can simply call into CS toll free.Initial Complaint
Date:08/22/2024
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 March 4, 2024 I was contacted by someone from Home Warranty Services. They told me they had an A plus rating with the BBB. They high pressured me into purchasing a home warranty. I called back immediately to cancel my purchase and take me off of auto pay. I am elderly and have had a lot of health problems requiring hospitalization and home care so it was difficult to follow up with them. I contacted them again when I saw charges on my credit card. They told me to send a notorized letter to the main office in *************, ** which I did including the reason I didnt want their service. I had no policy to look at and didnt realize their coverage for old equipment was poor or not covered and I had old equipment. They gave me a high pressure sales job and I didnt understand the policy because I didnt have a copy. I have called multiple times with my sister on the phone with me and been hung up on by **. I have also spoken with people and been given the runaround always giving me different numbers to call and that there is no supervisor for their department. I want my money refunded completely including the initial credit card payment and subsequent monthly payments. Since I have contacted multiple times without any resolution I am trying to get this resolved through the BBB. Sincerely, *******************************Business Response
Date: 08/22/2024
CS has reviewed customer complaint. CS will make billing adjustment.Initial Complaint
Date:08/20/2024
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 had canceled this home warranty program. I called the day I was contacted, which is 17 July to cancel the service and was told I could not cancel until I received the brochure in the mail and Id have to call back at that time or two later, I called back and canceled it again and then I called back when I received the pamphlets in the mail and canceled it again. Im still receiving bills. There are no records in the notes stating that I had requested it to be canceled which I did three times, they still show me his active and they still say I owe $270. I would like for this to be canceled for me to nothing because I didnt cancel it within the 30 days.Business Response
Date: 08/20/2024
CS has reviewed this customer review. CS has already cancelled out the deal per the customer request. No further action is required by either party at this time.Customer Answer
Date: 08/22/2024
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:08/18/2024
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 am making this complaint on behalf of my parents. They were apparently contacted sometime back in June by someone from Home Warranty Services soliciting a home warranty. My father asked them to send him a sample contract, which he never received. He then received a couple of letters from Mepco, the payment processing company that HWS uses. One of those was a welcome letter, and the other was a "Confirmation of Preauthorized ACH/CC" saying that recurring payments from one of my parents' credit cards has been set up. It appears that my father may have given them his credit card information, but I'm not sure why he did that and he doesn't remember doing it. He is 88 and doesn't hear very well, even with hearing aids. My parents have been charged $295 and, when they contacted someone to try to cancel the home warranty that they never agreed to, were told they needed to make another payment (the auto pay wasn't valid anymore because, in the meantime, they lost that credit card and had it canceled and reissued). They said they weren't willing to do that and were then told their account was being sent to collections. I have tried a few times to call Home Warranty Services to get their warranty canceled and the $295 refunded; each time, what appears to be some sort of AI answers and has said that a live agent will call me back within 30 minutes, but I have yet to receive a call from them. After reviewing their records on the BBB website, I have gotten the impression that they are targeting elderly people and trying to take advantage of their gullibility. My parents haven't used the warranty since they didn't want it. My father is an Air Force veteran.Business Response
Date: 08/19/2024
CS has reviewed customer complaint. CS will refund 295 and cancel out the contract per customer request.Customer Answer
Date: 08/19/2024
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:08/17/2024
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.
We recently purchased our home and received several final notices from Home Warranty Services, who used our loan companies name as their letter head. When I called The *** told me there were known electrical and plumbing issues in our neighborhood. He continued on about how it was our final notice and if we didn't pay $100 to start coverage, any damages wouldn't be covered. Also could be considered insurance fraud since I was now aware. The next day I did my research and the company name was different thsn what i was led to believe and I was given a fake website, fake ext for the agent. I stopped payment immediately and called to cancel with Home Warranty Services. They called me multiply times trying to convince me to not cancel and after speaking over me and arguing, calling me a child when I became angry. I demanded multiple times to cancel any policy and waited on hold multiple times, only for the *** to tell me he red flagged my account and refused to give me a cancelation #. This is not a way any legit business would run. Total scam. I exepect my money refunded and everything CANCELED . Nothing was mentioned about writing a letter as im reading now, just to call and let them know within 30 days. I do not want anymore mail from this company either.Business Response
Date: 08/19/2024
CS has reviewed customer complaint. CS will refund 100 per customer request. No further actions are required by either party at this time. The customer is cancelled out.Customer Answer
Date: 08/19/2024
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 also just received another final noticed from them. I expect these communications to stop.
Regards,
*******************************
Initial Complaint
Date:08/15/2024
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.
New Home Owner (April 10, 2024)- Received a packet in the mail from Home Warranty Services (Policy Effective 5/29/24)- I was instructed to cancel on 5/28/24 which I did over the phone - I had a verbal cancellation from a man over the phone which he then instructed me to send in a letter of cancellation from the packet when I told him it is not in the packet.- Since then I have made several outgoing calls and spoke with employees of HWS (May 28th, July 9th, 17th, 18th x2, and the 23rd) (The two numbers I am was given are ************ which is an automated line, ************ which is their billing department. - In doing so when I call the 240# I am instructed to then call the 888 number which gets me nowhere.- HWS has gone over my head to charge my card with ***** bank which I then cancelled just over a week ago to date, and currently there is a credit from "HOME HELPERS" on my account but I fear they are going to reach out to **** and try to go over my head again.- I receive calls from them daily if not multiple daily, do you think I should block the number?Business Response
Date: 08/16/2024
CS has reviewed customer complaint. CS has cancelled out the customer per customer request. No further actions are required by either party at this time.Initial Complaint
Date:08/14/2024
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.
Company called my elderly mother, 82 w/dementia, and convinced her to buy a home warranty in June 2024. We called back w/in 30 days when a bill came in to cancel and the person on the line argued with us to not cancel and try to upsell us w/additional things. They now will not cancel the policy unless two months is paid, which she doesn't have or does she want. When I phone in to cancel they simply talk over me and said it will continue to charge us. The amount owed now is $476.66.Nothing was every signed. This has all been done over the phone.Business Response
Date: 08/15/2024
CS has reviewed customer complaint. CS will cancel out the customer per request. No further actions are required by either party at this time.Initial Complaint
Date:08/12/2024
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 06/12/2024, Home Warranty Services(HWS) sent me a "FINAL NOTICE" with my ******'s name in the letter. They mentioned that my property's home warranty secured by my lender "NVR MORTGAGE FINANCE" is expired. Our lender didn't have any home warranty that they provided us. Home warranty services pressured me into believing I needed a home warranty through their company, as a new homeowner I thought this was real and had no other choice but to take the home warranty from them. I believed HWS, as their letter had my lender's info making it look legitimate. On 06/22, when I called them for inquiry, the sales representative told me that our property is in a high-risk area and if I didn't take the Home Warranty in a week, then they would "Red Flag" our property and also said I won't be eligible to get any warranty in the future if I don't take their home warranty. I am a new home buyer and the sales agent was very aggressive and said all kinds of scary things and made me buy the home warranty from them. On 6/22, they charged me a downpayment of $295 and then also charged me the first month's payment $252.78. According to their policy, I need to make 18 monthly payments of $252.78 through Mepco (billing services) . When I shared about my experience with other homeowners in my community, they mentioned that these activities are quite usual with new homeowners. Upon realizing that this is a scam, I reached out to customer service to cancel the home ********************** and get a refund. The guy I spoke to was rude, condescending, and very aggressive and they denied me a refund and instead said that I needed to make payments else they will forward it to claim agency. Upon further research, I came to know that HWS is just selling the warranty on behalf of Home Assure. When I called Home Assure, they said that HWS hasn't even cancelled the policy and I need to follow up with HWS. Even their website is fake. I am trying to dispute these transactions with the credit card company.Business Response
Date: 08/13/2024
CS has reviewed customer complaint. CS will refund $547.78 and cancel out the deal. No further actions are required by either party.Customer Answer
Date: 08/16/2024
There were two charges on my credit card. One was the down payment of $295. I got the refund for this $295. But I havent received the refund for the first month payment charge of $252.78. The monthly payment was charged by Mepco who is the billing service provider used by home warranty services. Are they in the process of doing the refund?Business Response
Date: 08/18/2024
CS has reviewed customer complaint. This is not a valid complaint. The monthly payments have nothing to do with HWS.
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