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:01/28/2025

  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.

  On 11/1/24 I bought a Home-Service-Protection Policy for $1318.544; paid in two payments of $659.77; on 11//24 and 12/10/24. I requested a services for Kitchen sink draining on 11/21/24. The tech came and the first thing he said with an assessment of the problem was that I needed an specialist professional. He stated that they take care of draining problems within the perimeter of the house. He used a 3-feet snake to resolve the problem. He said that the company does not provide a snake more than 12-feet, but the one he had was 3-feet. I went out to my brother's house and got a snake 18-feet. Then after few minutes of working he said that the problem was fixed and left. Then the same day after 3-hours the draining problem was never fixed; the water was not draining down the kitchen sink. I called a company who came and with a 25-feet snake resolve the problem that was within the perimeter of the house. I had to pay $240.00 for the service to Azteca Plumbing Drains to fix the problem. I made a complaint to Home-tech for the unprofessional and bad service and not according to the policy. They made excuses and sent information not relevant to the policy. on 11/26/24 I cancelled the policy expecting full refund because they failed to do their job. After cancelling the policy, Home-tech submitted the second payment on 12/10/24; I called the bank and disputed the payment, the bank revoked the charge and credited my bank account. The cancelation was submitted on 11/26/24 and Home-tech has not refunded the first payment I made to the policy on 11/1/24 for $659.77. They have not called or written anything back to me. To resolve this problem, I want my money back; this is a scam and abuse on senior citizens.

  

  Business Response

  Date: 01/29/2025

  Mr. ******,
  

  Thank you for reaching out regarding your recent service. We want to clarify that Home-Tech provided service within the terms and conditions of your Service Agreement. Our goal is always to offer transparent and fair service to all our customers.
  We take allegations of unethical practices very seriously,and we want to assure you that Home-Tech does not take advantage of elderly customers, nor is our ********************** Agreement a scam. These statements are untrue and could be considered defamatory.
  Regarding your specific concern, as you noted, our technician used a 12-ft snake because that is the length covered under the agreement you signed. You also mentioned that a 25-ft snake was required to resolve the issue, which falls outside the scope of our contractual coverage.We kindly refer you to Section 11 of your agreement, which outlines our service limitations.
  

  Option 2. Plumbing & Electrical Option (PEO): This option is intended to cover minor but common residential plumbing &electrical repairs only.
  Coverage includes service call (GOLD Only), parts &labor on select items, and repairs using "Standard Available Replacement Parts", located within the covered residence interior (inside the home).Components listed by qualifying manufacturers/brands are limited to those brands Only. Any items, repairs, manufacturers and/or brands not listed or clearly defined are excluded from coverage.
  Plumbing Coverage Includes: 1.) Water Heater (WH)Replacement Credit - Home-Tech will apply a WH Replacement Credit of $525 off the Reserved Member Price on all covered, Non-Repairable WH's installed by Home-Tech. 2.) WH pressure relief valve. 3.) Repairs to kitchen & lavatory faucets (excluding bath & shower valves). 4.) When covered kitchen and/or lavatory faucet(s) are found Non-Repairable, a Comparable Replacement benefit is available, but limited to covered faucets of the following manufacturers/brands & finishes: Manufacturers/Brands - *************** **************** Standard Sterling Grohe ******** ***** ******* Toto ***** & *****. Finishes - Standard finishes of chrome, brushed nickel and oil-rubbed bronze available through local suppliers. 5.) Non-thermostatic shower & tub cartridges. 6.) Standard pop-*** & spout diverters. 7.)Standard gravity-feed toilets, toilet ****** & wax seals. 8.) Leak repairs in supply and/or drain lines within the interior of the home, readily accessible of any walls, floors, ceilings, cabinets & other obstructions.9.) Kitchen and lavatory supply valves (gate, ball & stops). 10.) Interior gate & ball valves, readily accessible main shut-off valves serving individual, freestanding homes. 11.) MINOR drain line stoppages within ******************* fixture.12.) Annual accessible plumbing system inspection.
  

  Cancellation Policy
  In the event agreement is cancelled by Member, return of premium shall be based upon ninety percent (90%) of the unearned pro rata premium less cancellation fee, discounts, claims that have been paid and/or the cost of repairs made on behalf of the Member. In the event this agreement is cancelled by Home-Tech, return of premium shall be based upon one hundred percent (100%) of the unearned pro rata premium. Home-Tech reserves the right to cancel this agreement if the Member has at any time, knowingly or unknowingly, concealed or misrepresented any material fact, equipment age or any other circumstance relating to the condition of covered equipment. In such event, one hundred percent (100%) of the premium paid hereunder shall be prorated over the life of the agreement, and Home-Tech shall refund to AH the unused portion of premium. Home-Tech reserves the right not to renew this Service Agreement.
  

  Florida Statutes ******* (1) - A cancellation provision is required whereby if the company cancels,
  at least 100% of the unearned pro rata premium is returned to the warranty holder. If the warranty
  holder cancels, at least 90% of the unearned pro rata premium, less claims paid (repairs & service)
  is returned. 
  
  I have attached a copy of our Service Agreement contract that you signed and agreed to for your reference. This verbiage is also on the cancellation form that you signed and attached to this complaint.
  A refund will be sent by mail along with an explanation of any deductions.  

• Initial Complaint

  Date:07/30/2024

  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.

  I called them on the 10th of June. I called the company and they took down the model number so they can get the parts. They showed a half hour late. The guy was in my condo for 90 seconds. I said can you fix it, he said he had no parts. He asked for my credit card and I asked are you really charging me this much, you did nothing. I talked to **** and he could not care less. I talked to ***** Fargo and said you are getting screwed and dispute the amount. **************** talked to **** and would charge me 30 dollars but that never happened. I spoke to *****, he did not get back to me. These people are taking money on the run. I have to pay the full $179.00, versus what **** at Home Tech (www.home-tech.com) told *********** credit card dispute ***** which would only be a portion of that. ($30.00) But they snuck in the additional $150., right before my credit card closing date. On an hourly basis, they get like over $10,000.00 an hour, pulling this stunt to others as well, every 90 seconds. They had the model # prior to coming out, they could've told me they couldn't done anything, than come out and charge me the $179.00. I'm disabled, and I have limited funds. I think they focus on guys like me and the elderly, in this area.

  

  Business Response

  Date: 07/31/2024

  ************,
  You called Home-Tech on 6/10 to schedule service for your washing machine due to it stopping mid-cycle, and not spinning completely. During this recorded phone call, you were informed that there would be a $179 service call charge to get a skilled technician to your door and diagnose the problem with your washing machine. You were also told before scheduling service that the service call charge only covers the first 30 minutes of diagnostic time and that parts and labor would be additional.
  
  Our company does not provide free diagnostics. I am sorry that you feel the cost is high but you were informed of these charges and agreed to them before scheduling your service call.
  
  In this complaint,you stated that **** had spoken to **************** and agreed to charge you $30.This is untrue. No one from our company has spoken with ***** Fargo regarding our service call charge or agreed to lower the service call charge to $30.
  
  ************, there are expenses that our company must pay to get a skilled Technician to your door.Gas, insurance, vehicle maintenance, and the Technician's time cost money. Our service call covers those expenses.
  
  We also do not stock our trucks with every part for every type and brand of appliance.Realistically, this is impossible to do. Our trucks are stocked with commonly used and standard parts, but most parts must be ordered. Providing a serial number before your ********************** call does us no good. The technician needs to diagnose the issue before a part gets ordered. 
  
  Unfortunately, your washer is over 24 years old and the part needed to repair this machine is no longer available.
  If you have additional questions, please contact **** at ************. He will be happy to assist you. 

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22060592
  
  I am rejecting this response because:    They did absolutely no 'diagnostics', just gave me a bill for showing up.     

  
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 08/02/2024

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

  Our Technician did in fact diagnose the issue with your washer. Our notes from the tech on your invoice state the following.

  Invoice: 1263208

  Tech #****

  Maytag Washer - No Spin

  "Upon arrival listened to customer explain what was going on.  Found transmission seizing up. Unit is 24 yrs old. Condemning unit."

  You were also given a copy of this invoice.

  Our service call charges were clearly explained to you prior to scheduling service. Our service call is $179. This covers for the first 30 minutes for diagnostics. After that, you are responsible for parts and labor. The unit was condemned due to age so parts and labor did not apply. You were charged for a service you received. 

  If you still have concerns or questions, please reach out to **** at ************. 

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22060592
  
  I am rejecting this response because:   It was spinning prior to them coming out, I said it was just acting strangely and making weird noises, I had done a load of wash just a few days prior to them coming out.   It'd go through most of the cycle, them stop.   

  I don't want a refund, I want the company's books audited to find out how often they play these stunts.   These guys are shysters, and they know it, this it costing them alot more than $179., due to loss of goodwill in the community.   I don't trust these ppl after this event.   They'd rather make enemies than repeat future customers.   I pretty much just want to be left alone, I just don't trust ppl anymore.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/19/2024

  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 4/23/2024 the technician balanced the laundry machine and said that was the reason for the loud noise. He told me that their work would be under warranty for three months. The problem continued. I finally called the company on 6/19/2024 since I was out of town for a few weeks and also had health issues. They told me the warranty is void after a month. And insisted that the fine print on the invoice says that. I went by what the technician told me. They wanted to charge me again for a service call on something they hadnt been able to rectify. I asked for a total refund of $179. And they refused to give me my money back. I need them to refund me. I am on disability with limited income.

  

  Business Response

  Date: 06/19/2024

  I have reviewed this customer file regarding the ********************** call we provided for your washer on 4/23/24.
  
  The warranty for this service call expired on 5/23/24.

  Today is 6/19/24. Almost 4 weeks past the warranty deadline. 

  The warranty period for our $179 service call is 30 days from the invoice date. This is clearly stated on the back of the invoice she received and signed at the time of service. 
  
  It reads:
  SERVICE AND PRODUCT WARRANTIES
  
  2.) 30-Day Warranty - Home-Tech will warranty service call and labor for 30 days from invoice date.
  

  Our Technician would not have told her she had a 90 day warranty on her service call. 

  Call notes:
  4+ YR OLD WHIRLPOOL ** NOT DRAINING -- NOISY IN SPIN CYCLE & NOT STABLE - WALKS AROUND **
  
  Notes on file from Tech about the service provided on 4/23/24:
  "Concern for washer shaking and noisy. Inspected underneath. No oil. Looks clean. Feet very unbalanced. Ran cycle with towels. Completed quick wash with no issue."
  
  

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21872872
  
  I am rejecting this response because the technician who was here told me that the warranty was 90 days. I relied on the info he gave me. Who can even read the fine print? Thanks for helping me get my money back. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/20/2024

  Our Technician would not have told *************************** that she had a 90 day warranty for her service call fee. *************************** received the warranty terms in writing at the time of her service on 4/23/24. We can not refund the service call fee for the services that we we provided simply because she "says" that is what she was told. We have a written legal document that is given to every customer after **********************, clearly stating the terms and conditions for our warranty policy. Our $179 service call covers the expense to get our technician to the door, and provides 15 minutes of diagnostic time. If *************************** had called during the warranty time frame, we would have sent a tech back to her home, to rediagnose. Unfortunately she waited a month past the warranty expiration date (60 days past the original service date) to notify us that she was have issues with her washer. We are sorry that ******* feels that no one reads fine print on contracts, and that our terms and conditions are not readable on the back of her invoice. This is our policy and we stand by the written document she was provided. 

• Initial Complaint

  Date:07/05/2023

  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.

  Beginning over six months ago, Home-Tech over-billed me about $2K and, despite constant promises, have not refunded any (the issue began around $850, then grew with changes in items delivered & returned.) They frequently promise refund (again last week), but change their minds based on excuses. Their key player has been ******************************* (Appliance Sales Manager *****************).That is the short summary, they made the whole story quite complicated as part of their smokescreen. Here is a ****** story:The amounts and timing are complex, as are their list of excuses, but the total issue is simple. They over-billed me and made no attempt to refund any of it. Full Story:Home-tech gave me a proposal totaling$5,813.84 I rejected one refrigerator for around $ ******* so they were to deliver $4,968.84 They delivered the reduced order and charged my credit card for the full $5,813.84.And they did not send me any actual invoice.Only after months seeking an actual invoice did ************ was overcharged.******************** resisted my request for an invoice, saying he, himself, lacked the records.While all this was going on, the matter became confused by three other issues:1) I ordered and received a refrigerator for my garage again, no invoice, but a proposal of ****** and credit card charge of ****** 2) Up until last week there was no question surrounding this item.But ******************** now says this charge and proposal are not linked He says the charge was a different matter.Again, there was never any invoice to me of the other matter But I am currently willing to accept these changed facts.3) home-tech appeared unable to install the Microwave.- Either they really could not or really did not try - Either way, they agreed to take that item back and credit it,So, at that point our refund due was the original$ ****** Plus the Microwave $1,027.00 $1,872.00 And, after many pushes I received this email from ********************. "I am putting in your refund to accounting today of $1968.12 and next week we will pick up the microwave in the garage. Thank you and sorry about the headache."It, of course, never came.Last week their billing department promised to mail me the $1,027.00 for the microwave. I said I would accept. I do not expect that to happen.

  

  Business Response

  Date: 07/05/2023

  **********************, a Home-Tech Service Agreement Member, ordered an appliance package from us on 1/4/23.
  
  This package contained a range, microwave, dishwasher,washer, dryer, and refrigerator and was paid for in full in the amount of $5,813.84 at the time it was ordered.
  
  ********************** also has a Gold Service Agreement that covers his air conditioning and appliance repairs. He has had this coverage from Home-Tech for 8 years. This Service Agreement was scheduled for renewal on 12/10/23. The renewal amount was $805.82. This amount was paid for by credit card on 1/3/23. This amount was not associated with the appliance package charges. ********************** received his renewal notice in the mail for this amount sometime in November.
  The range, microwave, dishwasher, and refrigerator were delivered on 1/18/23. The dryer, which was the final piece to this order, was delivered on 2/17/23.
  
  ********************** recently contacted Home-Tech requesting a refund for the microwave and refrigerator. He spoke with ***********************, our Member Services Manager because the original salesperson that sold this package is no longer with our company. *********************** was unaware of the details of this order and explained that he would need to do some research to find out exactly what happened to ensure ********************** would receive a refund if he was entitled to one.
  After visiting Mr. ********** home, *** found that all of the appliances ordered had been delivered and were being used except for the microwave. The microwave was still in the original box and located in the garage. The refrigerator was being used as a garage refrigerator.
  
  *** spoke with ********************** and told him he would receive a refund for the microwave, in the amount of $1,068.20, after it was picked up.Our delivery staff picked up the Microwave on 5/31/23.   
  
   A check in the amount agreed to above has been issued and mailed the first week of July.  

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20273255
  
  I am rejecting this response because:
  

  whoever wrote this response has many of his facts wrong, but it is not worth my time to correct each as this smokescreen of disconnected and incorrect facts that matches their behavior all along.  I will note that they say *** offered me around $2K, when I have his email very explicitly offering me just under $2K.  I will point out that the original order delivered to e did NOT contain a refrigerator.  There had been on the proposal, but I rejected that and so it was not delivered.  I will point out that it is now July and as this narrator acknowledges, the issue has been in negotiation since January.

  Mostly, I do not know who this narrator is.  *** was very explicit in writing that he somehow lost all the records on my case and finally, after trying to resolve it without his records, He had to come to my house and list the items and their serial numbers.  That is when he found that although his records showed we had returned the microwave it was still in my garage waiting to be picked up.  Because of ***'s constant confusion over what had happened and what he was promising to do, I asked the business to have the *** call me so that we could resolve this without any negative reviews.  This was promised, but like all their promises it never happened.

  There are 2 really important parts of this story.

  1) I asked for the refund, I did nto ask for another promise.  The narrator only offers another promise, not an actual refund.

  2) Home-tech charged my credit card for a renewal of their annual contract without notifying me or getting my permission.  I would have given permission, but I was not asked.

  3) this narrator's story is rambling and confusing as well as inaccurate.  That is the essence of my basic complaint.  HT just adds more inaccuracies that need to be explained or corrected, making it confusing. 

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

  

  Business Response

  Date: 07/14/2023

  ********************, Home-Techs Member Appliance Centers Manager,spoke with ********************** by telephone on July 12, 2023, to clear up the confusion and to discuss some of the inaccuracies in his complaint.
  
  ********************** now understands and agrees that the credit card charge on 1/3/23 in the amount of $805.82 was not associated with the appliance package purchase, and indeed for his Service Agreement renewal that had expired on 12/10/23. This charge was done online by ********************** or his wife. His credit card was not automatically charged by our company. Home-Tech does not have authorization nor the ability to collect payments in this manner.Credit card payments must be authorized by the cardholder prior to running the card.
  
  ********************** also agrees to the terms of his refund for the microwave in the amount of $1,068.20. He is aware that he will not be receiving a refund for the refrigerator that he is in possession of and has been using in his garage.
  
  ******************** also explained that the refund check was mailed the first week of July, and may be slightly delayed due to an out-of-state address given for the refund to be sent to. ********************** is aware of this.
  
  We apologize for any confusion, and also for the length of time it took to resolve this matter. There were many details that needed to be researched. This was further complicated by the fact that the person who was directly involved in this transaction is no longer employed by our company.
  
  We thank ********************** for his understanding and acceptance of the final resolution. 

  Customer Answer

  Date: 07/15/2023

   
  Complaint: 20273255
  
  I am rejecting this response because despite their string of promises to BBB and to me, they have in fact not u issued a refund, and do nto appear likely to.

   

  ******************** has in act called me regularly -- in fat every morning, to repeat that the check was mailed in early July.  I regularly inform him:

  1) that I have not received it.

  2) that the ******* *********** emails me every day with copies of letters reeved by them in my name or my address.   I have on hand every day's email and have carefully review the posts since 7/1/23 and there is no sign of any letter from Home-tech. Clearly, as it i snow 7/15, Home tech never mailed me anything on July 1st.

  To be clear, if that post office received the letter in the last week (i.e., after 7/10) it would have been forwarded to me and I might not have it in hand as of today, HOWEVER, it would have still shown up on the ******* post office "Daily Digest."  the sequence would be A) ******* **** receives it; B) they photocopy it and email me the image; C) they forward the physical mail to *************; D) the ************* *********** receives it, E) he ************* *********** photocopies it and emails me the image; F) The ************* *********** delivers it to my address. 

  This system works very well, I have used it for over 10 years, and they never lost a mail item.

  I can send you copies of those **** "Daily Digests," but it seems a lot of work to "Prove" they have not sent the check, just as they never sent the ones which they had already promised in the last 6 months.
  

  (Also, I would normally expect the refund to my credit card, since that is the service that they used to overcharge me.  Their statement that they cannot refund by credit card simply seems like a fishy excuse.)

  My request was to actually receive the refund as cash in hand.   A series of promises that are not supported by any evidence is of no use to me.:
  

  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 07/19/2023

  I have received another promise of the refund.

   

  this was an email date 7/14 that acknowledges that they had NOT sent the check they told us had been sent in early July.

   

  she said that this time they really WOUD send the refund.

   

  I am still waiting on thatrefund.

   

   

   

  U have still 

  

  Business Response

  Date: 07/20/2023

  Home-Tech only has one address on file for **********************. That address is his ******* address.

  *****************.

   

  Unfortunately, the refund check was returned to our office on July 11^th because it was addressed incorrectly. It was addressed to **** Albatross Rd by mistake.

  See attached envelope for proof of the original mail date and the check that shows the address.

   

  It was remailed on July 11^th to the **** Albatross Rd address.

   

  ********************** was contacted by *********************** by phone on July 13^th to notify him of the mailing issue. *** reassured him that a check was remailed the same day it was returned to **.

   

  We ask that ********************** please be patient, as mail can take up to 3-7 business days for first-class mail.

  I am sure it takes a bit longer when it is redirected to another state.

   

  We also ask that ********************** please stop posting inaccurate information that is damaging to our business. We are doing our best to get him his refund.

   

  Thank you kindly.

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20273255
  
  I am rejecting this response because it publicly states that my facts were incorrect, when all my facts were correct, and the steam of Home-tech responses shows how confused they are over their own actions.

  Also, it asked me to be patient over mail delays, after 6 months of false promises regarding mail that Home-tech never sent.

  However, I have received and deposited the refund check, so other than asking Home-tech to stop lying about their actions and mine, I have nothing else to ask for.

  I will also point out that the check arrived in an envelope postmarked few days ago, when the ck date was much, much earlier as was the promise that it was sent.

  HOWEVER, THE CHECK HAS FINALY ARRIVED AND WAS DEPOSITED!
  

  Sincerely,
  

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