Complaints
This profile includes complaints for HomeMembership's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
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Initial Complaint
Date:02/12/2025
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 purchased a home warranty contract from homemembership based on the company's written communication regarding their coverage. Before purchasing, I was told that:
During the first 30 days, claim limits would be reduced by half.
After 30 days, full coverage would apply for covered claims.
At no point was I informed that I needed to pay the entire annual contract upfront before receiving reimbursements. In fact, I have emails from the company confirming the terms before I purchased the policy. Additionally, I explicitly stated in my communication with them that I was waiting for 30 days before getting another insurance policy to avoid spending nearly $4,999 elsewhere. Had I been informed of the full-payment requirement, I would never have purchased this contract.
Now, after submitting my claim and following their process, the company has changed the terms, saying that full reimbursements are only available after I pay the entire contract amount in full. This was never disclosed beforehand and feels deceptive.
Resolution Requested:
I am requesting that homemembership
Honor their original terms and process my claim without requiring full payment of the annual contract.
Provide full transparency in their communications to prevent other customers from experiencing similar misleading practices.
If they refuse to honor their stated terms, I request a full refund of my payment so I can seek coverage elsewhere.
I have supporting emails as evidence that contradict the company’s current stance and would be happy to provide them as needed.
I appreciate BBB’s help in ensuring fair business practices.
Business Response
Date: 02/12/2025
We appreciate all feedback, as it helps us improve our service. However, we would like to clarify the details of your claim. Our records indicate that you purchased your warranty just a few days before filing your claim, and our coverage terms say that in the first 30 days, you have access to half your limits. Most of our competitors have no coverage for the first 30 days. Also, all our paid memberships are annual contracts that we give you an option to pay monthly towards, which is the option you selected at checkout. Therefore, there was still a balance on your account to bring it whole. Our memberships are designed to indemnify for the failed part or product, not upgrade. Since you were unsatisfied, we refunded the one monthly payment and canceled your account for you. We strive to provide fair and transparent service to all customers, and our decisions are based on the terms agreed upon at the time of purchase. If you have any further questions, we’re happy to discuss them with you.
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