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:08/12/2024

  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.

  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.

• Initial Complaint

  Date:08/02/2024

  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.

  I am writing on behalf of my mother who has been battling cancer for nearly 15 years and has memory issues because of it. She got scammed into a Home Warranty Service (HWS)contract after they sent numerous final warning letters coverage was expiring and since they had her bank name, she thought it was legitimate. After a few months, I realized what was happening and on June 28,2024, Mom called HWS to cancel and I sat there and listened to the conversation.The guy she spoke to was nothing but rude, condescending and threatening. She informed him that she wanted to cancel and he tried to give her a month for free, she said no, I want to cancel. She told him at least a dozen times, no I dont want the contract anymore, please cancel. He became more and more aggressive with his free month speech and then just stopped talking. She thought he hung up because he didnt respond to her talking so she hung up. He called back and proceeded to ask why she wanted to cancel and eventually she told him because it was expensive (more so he would quit asking because he didnt like the answer of because I dont want it anymore). He then said $157 dollars per month isnt that much money in a very condescending tone. Finally, he said it was cancelled.She then asked him a question and he said, I dont know its cancelled. Mom and I were under the impression it is cancelled, until about a week ago, she got a phone call from HWS telling her she had missed a payment. She doesnt know what they are talking about so I get on the phone and tell them it was cancelled and the guys said oh, okay and hung up. Today, my mom gets a bill from Mepco (billing services) saying Mom missed a payment and owes $162.29. *** calls HWS and they tell her she had to send a letter to cancel and that according to their records, the guy she spoke made sure Mom read the booklet (which he never asked). He told her it was cancelled. All I want is this contract cancelled and anything after 6/29/24 to be waived.

  

  Business Response

  Date: 08/05/2024

  CS has reviewed customer complaint. CS will refund 500 and cancel out the contract per customer request. No further actions are required by either party at this time.

  Customer Answer

  Date: 08/05/2024

  
  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:08/01/2024

  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.

  Home Warranty USA sent "final notice" for home warranty renewal and requested to send a payment of $295.00. Company refused to send me anything in writing on what I was buying i.e., I specifically asked for terms and conditions, coverage limits, term of coverage, etc. Even after I sent this payment they insisted on getting me to authorize 18 months of payments which I would not do because I have no idea what I'm buying. I informed them that I wanted a refund and cancelled the payment with my card. They insisted on using high pressure tactics and saying that my home was going to be "red flagged" if I didn't pay them and authorize 18 months of payments today and that I would never be able to buy warranty coverage again. Well go ahead and "red flag" me ****** I'm not paying for anything over the phone with anyone that refuses to send me anything in writing. Additionally, the final notice said that I had until 8 days from now to respond. The guy then calls my mother and leaves her a voicemail saying that he's going to charge us for a service advisor. You are clearly preying on the elderly now **** (Finance Manager).

  

  Business Response

  Date: 08/02/2024

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

• Initial Complaint

  Date:07/23/2024

  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.

  on 5/30/2024 Home warranty services pressured me into believing I needed a home warranty through their company, as a new home owner I thought this was real and had no other choice. I paid $295 and then read from the BBB reviews about the scams this company does. I called the next day to cancel and gave me a number for cancellation, being at work I lost the paper and do not have track of that number. I called my credit card company and stopped payment. I attempted numerous times to call and no answer. ***** later I get threatening and harassing calls at my employment about having to pay fees of $202 and that it would cancel my policy and that they had no record of me calling to cancel. I would receive more than 10 calls everyday from them. My fiance called and spoke to the person that would always call me (****) on 7/22. He told her it would be $253, a different amount than what I was told. She mentioned that it was not the cost and said he would call back. No call back. She called him on 7/23, **** mentioned he was able to get the cost down to $190.21. She paid it and asked for a paper or email confirmation and said she had to call another number to do so but would give her a cancellation number. She called ************ for cancellation services as he provided that number. It was a recording and no live agent. Finally got a call back and rep (*******)was rude and mentioned I had to submit a cancellation request in writing. ****** asked for an address to submit and ******* would not provide it, she just said " he has to look at his booklet policy". ****** mentioned I did not have it and ******* stated she would email me the instructions. I have not received an email and am concerned they will continue to try to get money from me or affect my credit. This company calls from numbers in ******* and **********, feels extremely like a scam. Also mentioned I cannot get my policy number that they can only look me up by phone. Cancellation #CXL685994 is what they gave

  

  Business Response

  Date: 07/24/2024

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

• Initial Complaint

  Date:07/22/2024

  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.

  Recently noticed a $231.67 charge on my 95 year old grandmother's (with dementia) bank account. I was able to track the charge to Home Warranty Services. They somehow, they were able to get my grandmother to sign up for a warranty program in the amount of $4,270.00 that makes monthly withdrawals from her account. She does not remember signing up for any such service and has not signed any contract for the service. I have contacted Home Warranty Services and they have canceled the contract and are not willing to refund the funds that were illegally taken from her account. This is elder abuse.

  

  Business Response

  Date: 07/30/2024

  CS has reviewed customer complaint. CS will refund ****** per customer complaint. If the customer would like refund tracking details they can call  into CS toll free for the details.

• Initial Complaint

  Date:07/16/2024

  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.

  My Dishwasher stopped working and I filed a claim with Home Warranty. They had no technicians available under their plan, so I found my own, who said the dishwasher was unrepairable. Home Warranty refused to replace it under the contract, so I sent the notarized letter of June 13, 2024, requesting a full refund of money paid to date. And placed a stop payment on future auto payments. Since then, there has been constant harassing calls about due payments. I keep telling them I canceled the policy and requested a refund. But the calls keep coming.

  

  Business Response

  Date: 07/17/2024

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

• Initial Complaint

  Date:07/14/2024

  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.

  After purchasing a new home as a first time home buyer, I received multiple final notices in the mail noting my address and my mortgage company's name, stating that I have not contacted them because my home warranty was not up to date. On 5/28/2024 I reached out to this company by calling the number on the final notice letter. The person I spoke to described a program about a home warranty service they offer. I told her that I already have a home warranty contract with a different company, but she insisted that whatever I have is not good enough for my mortgage. As a first time home buyer I was confused, and let her convince me, that I needed an additional home warranty. I decided for the option with 18 payments for a three year coverage. During the call I felt pressured to make an immediate decision, or my loan might be affected. After the call I did some research, and discovered that the lady was wrong. I called the number again, this time speaking to a man. I told him that I changed my mind, and do not want to purchase the home warranty with them anymore. He took my details, said "okay" and hung up.Due to this I assumed that the situation was taken care of.I canceled my credit card due to a fraudulent charge from this company, which I did not approve of.On July 2nd I received a bill regarding the contract. I therefore called them again, and ended up speaking to a lady. I explained my situation to her, but she completely disregarded anything I said, claiming I left the contract open, and that I would have to pay. She could only cancel it for the future. When I asked her to speak to a supervisor, or if she could tell me the companies website (the bill is issued by a third party), she couldn't even say if the company has a website, and just hung up on me. Attempts to call again were fruitless. The phone wasn't answered.On July 13th I received an other bill, this time stating two months of payment as open.

  

  Business Response

  Date: 07/15/2024

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

• Initial Complaint

  Date:07/12/2024

  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.

  About June 4th a customer Serv *** hung up saying the office was closed when I said I had still not received their booklet. I had already made a payment by my debit card confirmation # **********. When another *** called back he insisted it was sent & didnt offer to send another one. I asked for my contract to be cancelled he said we are good company check the BBB. I kept asking for my contract to be cancelled the money was taken out of my account a month after my first time I spoke to these ********** still didnt get my booklet. When I called back to get my money refunded the same second *** said I bet you didnt even call the BBB & how come your mail package wasnt received when I mentioned porch pirates are very active he said why would they steal your package. I then asked for what do I have to do to cancel this contract he told me send a letter. When giving the address he raced through it I asked for the actual name of the company so I could address this letter properly he said oh you dont know the name of the company? I asked was it Home Warranty Service or Assure Home Warranty he never answered but he did ***eat the address again ***************************************************************/ *************/ ****** *****. I will send a request for my contract to be cancelled as advised but I want to make sure that this contract is cancelled & no more of my money is sent to this business no matter what name they are legally using.Thank you for your timeNW

  

  Business Response

  Date: 08/15/2024

  CS has reviewed customer complaint. CS will refund ****** and cancel out the customer per request. No further actions  are required by either party. If the customer would like refund tracking details they can simply call into CS toll free.

• Initial Complaint

  Date:07/10/2024

  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 purchased this service after I brought my home in March 2024.This services cannot assist with my HVAC ******************* service is not required.I want my money refunded so I can install a new system.No one has returned my call since 11:30 AM today.

  

  Business Response

  Date: 07/11/2024

  CS has reviewed customer complaint . This is not a valid complaint at all. The customer charged back the entire amount on the credit card. The customers contract was not valid. Also HWS does not pay claims if the customer had claims issues they would have to contact Home Assure the claims payer. This complaint is invalid.

  Customer Answer

  Date: 07/11/2024

  I contacted my bank to refund my money.  ***** called me back and I contacted exactly who I was supposed to contact.  Just because my money was returned does not mean that they did right by me, the consumer.

  

  Business Response

  Date: 07/12/2024

  CS has reviewed this complaint. This is not a valid complaint. CS has no money from this customer. The customer charged back the credit card and claimed "fraud" which is simply not the case. CS did not dispute the charge back. No further action is required at this time.

• Initial Complaint

  Date:07/10/2024

  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.

  The transaction happened on 7/8 and 7/10 with the business called "Home Warranty Services" located at **************, **, phone number of **************. on 7/8, we talked to the finance manager, *******************. I and my husband recently purchased a home in *************, **. We have gotten a lot of mails for other home warranty services, using our lender name to look like it's real. This company's mail notified us as "final notice" to extend home warranty plan, which we got the mail after the expiration date they told us. I wasn't sure if this was scam or not, so kept it. just in case. My husband saw the mail and worried that our actual home warranty we have is expiring and called them. They called back when I was done with work explaining that we need another home warranty to pay for to have 100% coverage. I said we don't need to. They put me on the call with the manager name, *******************, who told us the coverage plans and deals that we could pay $100 down payment right on the phone call, and have 30 days to decide if we would like to continue or not. I asked if we can call back so I could ask our lender what's actually going on, he said no. I felt very pressured to put $100 down payment that night. I worked on 7/9. called back on 7/10 to cancel the plan after talking to other friends who own homes and the lender. their phone number is automatic AI system leaving voicemail customer ******************** to call back, which ******************* told us that we could reach him using extension of 1617, NEVER WORKED. Talked to multiple agents, names ******* and ******. both were very rude. ******* was last person to talk to I tole him to cancel the plan, he kept telling us to wait for the packet to mail and decide. I said no I would like to cancel and would like the refund. back and forth of same conversation multiple times. My husband got mad and talked rude back to him. He told me "you should have not married him" and also said "$100 is nothing, it's not much" when asked for refund to cancel

  

  Business Response

  Date: 07/10/2024

  CS has review complaint, we have issue initial deposit credit via card on file and contract has been flat canceled. 

  Customer Answer

  Date: 07/10/2024

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