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:09/18/2023

  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.

  On or about 7/7/2023 I contacted Home Title Lock to request a cancellation in services. I was informed by **************** that they would cancel my services and issue any remaining balance as a refund. After about three weeks of no further action taken on the part of this company, I contacted them numerous times. There have been several attempts to get this matter resolved by both e-mail and phone. My hope is that you can get this matter resolved just in case the company decides to rebuild me via auto-pay in November. Thanks

  Business Response

  Date: 12/13/2023

  Hello *****, 

  We apologize for the delay, but appreciate you confirming that you received your full refund check in the mail.  Thank you as well for taking the time to speak with me regarding this matter as well. 

  Best, 

  ****

   

• Initial Complaint

  Date:09/13/2023

  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.

  Company took my money every month and NEVER reported to me a change in deed ownership as they were contractually obligated to do.

  Business Response

  Date: 12/13/2023

  Hello *******,

  Appreciate your patience with this matter and also taking the time to speak with me while ********* out your account.  Thank you as well for confirming you received your full refund on 10/20/23.  

  If you change your mind and decide to sign up again, please contact me directly and I can offer you a 20% discount.  

  Best, 

  ****

• Initial Complaint

  Date:07/15/2023

  Type:Customer Service 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 paid this business to monitor my home title. I have tried on several occasions to contact this business to talk to a live person and am always on hold and then message comes up to leave a number for call back. I have left a message several times and have yet to receive a phone call back. I have E mailed the company and have had no response. I have notifird the company that I want to cancel my subscription and no one will contact me. They charged my credit card and now will not have anything to do with me.

  Business Response

  Date: 07/27/2023

  Hello *******,

  I want to apologize that you did not receive a call back after contacting us several times.  We are committed to providing exceptional customer service daily which makes it quite difficult to send this email.  
  
  I checked your account and see that we canceled your account on 7/15/23 and issued a partial refund of $153.23.  Our finance department has issued you a refund of the remaining balance of $18.88.  Please allow 3 to 5 days for this to process.  This is now a full refund.  
  
  I know we cannot take back any frustration you experienced, but Id be happy to offer you 50% off if you decide to sign up again with Home Title Lock for an annual subscription. 
  
  Please feel free to either reply to this email or call my direct line at ************.
  
  Best, 
  
  ****

• Initial Complaint

  Date:07/12/2023

  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.

  I had a Home Title Lock policy for my **** property (ID # *******. The company automatically deducted a payment on June 12, 2023. Since my wife and I are on Social Security, we can no longer afford the insurance. We called and spoke to ******* on June 13th to cancel. He told us that he would send in the request for a refund immediately and we would have it within **** business days. When our refund did not show in our bank account, we called and spoke with ****** on July 5th. He said there was a glitch in processing and he would send another request for the refund. He even gave us his direct phone number to check on the status of the account *************). Since the 5th, I have called and left two voice mails for ******. So far we have not heard back from ******. I called Home Title Lock again on July 12th and spoke with *******. She couldn't find any refund information from either ******* or ******. She said there has been computer problems with the new system and refunds should be received in 30 days. ******* said she will email the national office for a refund and to be patient as there are many customers awaiting refunds. I am extremely disappointed and concerned over the shoddy treatment we are receiving from Home Title Lock. Thank you.

  Business Response

  Date: 10/04/2023

  Hello *******, 

  First, I want to apologize for the the delay in issuing your refund back in June.  I have confirmed that we issued a prorated refund of $181.60 on 7/12/23.  We then issued a refund for the remaining balance on of $17.40 on 7/13/23.  This is a full refund for your one-year subscription.  

  Again, we apologize for any inconvenience this may have caused.  If you would like to subscribe again, we can offer you 50% off your one-year subscription.  Please take note, the discount would only apply for one year. 

  I have called and left you a voicemail regarding this matter.  If you have any questions please contact us at ************. 

  Best regards, 

  ****

   

  Customer Answer

  Date: 10/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/07/2023

  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.

  6-29-2023 Auto Renewed membership on an "expired" credit card for $175.22.The company website does not work.Refused give a FULL refund for the charge on an "expired" credit card.

  Business Response

  Date: 07/27/2023

  Hello *******,

  We apologize for the trouble you had when trying to update your account and when trying to cancel your account as well.  
  
  I have checked your account and see we issued you a partial refund on 7/7/23 in the amount of $171.39.  Our finance department has issued you a refund of $3.83 for the remaining balance.  Please allow 3 to 5 days to see the most recent refund.  This is the full refund of $175.22. 
  
  I have just called and left you a voicemail message.  We value our customers and apologize for any inconvenience this may have caused. 
  
  Please feel free to reach out to me if you require any further assistance.  You can reply to this email or call my direct line at ************.  
  
  Best regards, 
  
  **********************;

  Business Response

  Date: 07/31/2023

  Hello *******,

  Many thanks for providing the emails and receipt showing the amount of $175.22 that was charged to your card.  

  As I stated in my response on 7/27/23 we issued you a partial refund on 7/7/23 in the amount of $171.39.  Our finance department issued you a refund of $3.83 for the remaining balance on 7/27/23.  This is the full refund of $175.22. 

  I have just called and left you another voicemail regarding this matter.  Again, I apologize for any frustration we may have caused getting this sorted for you.  If you would like to subscribe again with Home Title Lock, please feel free to contact me directly and I can offer you 50% off the annual subscription.  

  Best regards, 

  **********************;

• Initial Complaint

  Date:06/19/2023

  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.

  Home title lock is being difficult in cancelling my title monitoring service. They only re-imbursed 1 month so far and just charged another month after in email writing to cancel it before.

  Business Response

  Date: 07/06/2023

  Hello *******, Hope you're well and again, apologies for having trouble when trying to cancel your account.  I appreciate you confirming during our phone call on 6/21/23 that you received your refund check from Home Title Lock.  If you require any further assistance, please feel free to contact me directly.  

  Best regards, 

  *****************

• Initial Complaint

  Date:06/12/2023

  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.

  I have called multiple times to cancel one of the properties I have covered by Title Lock and receive a refund of the balance. They keep telling me there is a glitch in the system or some other excuse but they are not cancelling my coverage. I've got to the point where I think it is deliberate.

  Business Response

  Date: 06/21/2023

  Hi ******, Thank you for confirming you received the refund check this morning!  As discussed, we apologize for any inconvenience regarding the confusion of canceling your sold property as you can cancel a property or your account at anytime!  We appreciate that you are still a customer with ********************** and please feel free to reach out to me directly if you have any questions.  

  All the best! 

  **********************;

  Customer Answer

  Date: 07/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/02/2023

  Type:Billing 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 signed up for a two year subscription two years ago. On March 31, 2023, Home Title Lock charged my credit card for $199 without notice. When I tried to delete my credit card information so I would not be charged again with notice, the website would not allow me to delete it. When I e-mailed the company to find out how to discontinue the automatic renewals, I was informed by *************************** on April 29, 2023, that I was unable to drop the automatic renewal. I attempted again today to drop my subscription, but there is nowhere on the website to do this. I believe this may be a scam that once you buy one subscription, they do not allow you ever to discontinue. If I had been notified, I would have dropped it then. It appears they only way to stop their service is to discontinue your credit card.