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:07/02/2025

  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.

  This business has deceptive advertising and fails to even include the business name on solicitations. They use false and misleading statements to lure consumers into believing they have a relationship that has lapsed or will soon expire when I venture NONE of the people they mail the solicitations to have any relationship with them whatsoever. It is just an attempt to sell a home warranty by soliciting fear. They should not be able to send solicitations without including the company name and address and should not suggest that something has or could lapse they have no knowledge of. They should not be able to use a "Customer ID" when people are not an exhisting customer. They should not be able to say "final notice" or use an "expiration date" when they very well know if I contacted them after 7/10/25 they would be happy to sell me a home warranty. This company has only been around a short time and they would do well to stop the deceptive practices while they are ahead. All I want is for them to verify they have removed me from the solicitation list and that they will agree to change the language on the letter. If they do not agree to change the language to protect unsuspecting recipiants, I will do everything I can to get the word out about not doing business with them. This is not the way any reputable company conducts business.

  Business Response

  Date: 07/02/2025

  We appreciate the feedback and take these concerns seriously.

  Our mailings are intended to inform homeowners about available home warranty products and are not meant to imply an existing relationship. Terms like final notice, expiration date, or customer ID are part of our marketing format but we recognize they can cause confusion. We are reviewing our language to improve clarity.
  

  While homeowners can often purchase coverage at any time, there are situations where properties may become ineligible due to age, condition, or underwriting guidelines, which is why we include time-sensitive offers.

  We have removed this individual from our mailing list and they will not receive further solicitations from us.

• Initial Complaint

  Date:06/21/2025

  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.

  6-21-25. I continue to get harassing letters from this company. I called them asked them who they were the name of their company and the address, but they laugh and hang up. I had to call several times to get their address. I never contacted this company & have never even heard of them. I told them to STOP SENDING ME LETTERS TO LEAVE ME ALONE & TO REMOVE ME FROM THEIR MAILING LIST. I may have complained to the BBB about them before. I dont know where they got my ************** and THEY REFUSE TO TELL ME. I told them I may sue them in the future if they contact me again. They are ********** think they should be investigated as they may be scammers since if your a REAL company you will put your company ********** address on letters you send, but this company HIDES & REFUSES to GIVE THIS INFORMATION. I had to call several times to try to get their address. They gave me a PO BOX & when I called the *********** they said the address is phony. They gave me PO Box ***********************************. I may have to sue this company if they REFUSE TO LEAVE ME ALONE,IM A DISABLED SENIOR. They tell BBB they will no longer send me letters they are LIARS and their letters just keep coming. I dont think this is a legit company by the way their employees talk to people. When I asked them their ************** , they laugh & hang up on you. I want them to LEAVE ME ALONE. THANK YOU

  Business Response

  Date: 06/21/2025

  Dear Ms. ****************** you for bringing this to our attention.
  For clarity, the letter you received was the only solicitation ever sent to you by our company. After your phone call, your name and address were immediately and permanently removed from our mailing list. You will not receive any further communication from us.
  The PO Box address ************************************************** valid and registered to our business. We apologize if there was any confusion when you contacted us and if your experience with our staff was anything less than respectful. That is not the standard we hold ourselves to, and we will follow up internally.
  Again, we confirm that you have been removed from all future communications. We appreciate your feedback and take your concerns seriously.

  Customer Answer

  Date: 06/30/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/06/2025

  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 became Personal Representative in December 2024. I was contacted by Home Defense of a warranty she had with their company and agreed to make monthly payments to Home Defense until her estate was settled. December 26, 2024 ***** ********, plumber, was called to the tenant's apartment. I did not realize this service would be covered by the Home Defense warranty, since I never saw a contract. Upon discussion with their ********************* 6/6/25, I learned that I could not be reimbursed because I would have had to submit for reimbursement 90 days in advance.

  Business Response

  Date: 06/09/2025

  ****,

  Thank you for bringing your concerns to our attention. We appreciate the opportunity to address them and help clarify the situation.
  First, please accept our condolences for your loss. We understand that managing these matters as a Personal Representative can be difficult, and we appreciate your efforts in resolving everything responsibly.

  Regarding the service visit on December 26, 2024, our records show that the home warranty policy was purchased on December 25, 2024, only one day prior. As outlined in the contract and discussed on the initial call, all Home Defense USA policies include a standard 30-day waiting period before coverage begins. This is in place to help prevent claims on pre-existing conditions and ensure proper vetting of the homes systems.

  Additionally, we understand the recent discovery that the service may have been covered. However, claims must be submitted within 90 days of the service date per the agreement terms. Attempting to file a claim for a service that occurred six months ago unfortunately falls outside the allowable window for reimbursement.
  

  Its also important to note that while Home Defense USA brokers the policy, ******************** is the official administrator of your coverage and is responsible for making final determinations on claims.

  We regret any confusion or frustration and would be happy to provide a full copy of the policy agreement for your records. Please dont hesitate to contact us directly with any further questions or if we can assist in any other way.

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising 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 received a letter stating that my home warranty would be expiring on March 26, 2025 with FINAL NOTICE at the top.Not realizing I did not have this home warranty as my husband had recently passed, I called the number and provide them my debit card.Never was I told I did not have this warranty before. Thus why does this company send out such fraudulent documents (letter is attached from them)? It is very misleading and preys on the ********** addition, when I finally got in touch with them, I was told I have to mail a written letter to cancel to the address on my booklet. I have never received a booklet or any other written communication from them after they took $198 from my bank account and on April 18 charged another $191 to me. I asked for their address and it is Home Defense USA, ******************************************************She said all charges would continue until THEY processed my written request after they receive it. (Another issue I have with them not cancelling over the phone as they surely took my$ over the phone!).Thus this company is falsely advertising, not following up and makes it hard to cancel.

  Business Response

  Date: 04/22/2025

  We sincerely apologize for any confusion or frustration experienced during this process and want to extend our condolences for the recent loss of the customers husband.

  To clarify, the second charge of $198 was the agreed-upon monthly finance payment discussed during the initial phone call. We have a call recording to validate this was properly stated and recapped. The customer contacted us on April 21, 2025 (yesterday) to cancel the coverage, and we are currently processing the refund in line with our standard cancellation timelines.

  Regarding cancellation procedures, while we are happy to speak with customers over the phone, our insurer requires written/emailed notice to formally process cancellations. This documentation helps ensure clarity and compliance and is a standard industry practice. We appreciate the customer providing written confirmation, which will assist in finalizing the cancellation promptly.

  We are committed to transparency and improving our processes, and we truly value the feedback. If any further support is needed, our team is here to help.

  Customer Answer

  Date: 04/23/2025

  Complaint: 23231221
  
  I have reviewed the business' response and am rejecting it because:
  

  The company sent a letter stating FINAL NOTICE to a policy I did not initially have.  I thought it was a policy about to expire else I would not have called and provided payment over the phone or agreed to any of their services.

  While I appreciate the refund coming once they receive my cancellation letter, I feel the company should not title their letters as FINAL NOTICE in all caps to confuse people and especially the elderly.  That is the part I want them to take responsibility for and not only cancel the policy, but refund all the paid $ plus change their letters.
  
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:04/10/2025

  Type:Sales and Advertising 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.

  Customer ID ********** If you send any more postal mail to *********************************************** in the collective lifetimes of everyone affiliated with your company as well as my family, we will sue you.Take me off your list permanently and indefinitely.

  Business Response

  Date: 04/10/2025

  They are not a client of ours.  We didn't fail to do our job in any way, shape or form.  

  Customer Answer

  Date: 04/10/2025

  They are sending me unsolicited postal mail and calling me against my wishes. I plan to take legal action in the future if communication in any manner continues 

  Customer Answer

  Date: 04/11/2025

  They were mailed back to the business upon receipt.  I no longer have them in my possession.  

   

  Customer ID on the mailer is/was **********

  Business Response

  Date: 04/15/2025

  We take all consumer concerns seriously and strive to maintain respectful and compliant communication practices. 

  Upon receiving this individual's initial phone request to be removed from our mailing list, we promptly honored that request and placed them on our Do Not Contact list. Despite this, we later received an aggressive and profane email reiterating the same request, followed by this BBB complaint.

  To clarify, this individual was mailed once, and that was the only time our company ever sent postal correspondence to them. Their information has since been permanently suppressed from all future marketing efforts.

  We understand and respect their preference not to be contacted, and we have fully complied from the moment of their first request. No further contact will occur.

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *** **********

• Initial Complaint

  Date:04/10/2025

  Type:Order 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.

  Home Defense Warranty is a Scam Stay Away!Do not trust this company. My experience with Home Defense Warranty has been nothing short of infuriating. They use misleading sales tactics, avoid responsibility, and twist the fine print to deny legitimate claims.Heres what happened:I called to report that my capacitor was on the *****, as confirmed by a certified technician. The technician warned me that if the capacitor failed, it could damage the compressor and fan motor, resulting in three major repairs. I relayed this to Home Defense Warranty. Their response?We dont cover things that are on the fritzonly when theyre fully broken. And if that item fails and causes the other two to break, we wont cover those ********* let me get this straight:If a part fails and damages two others, they wont cover any of it.If two items fail at the same time, they say its not covered because its simultaneous damage.This is fraudulent behavior wrapped in fine print. Its the equivalent of saying youre only covered if nothing actually goes wrong.Ive now spent $1,400 for 7 months of service with zero help and no real coveragejust a costly ****** in how some companies prey on people trying to protect their homes.Avoid this company at all costs. They are deceptive, dishonest, and their business model is built on denying valid claims. If youre looking for a home warranty, keep looking. This one will leave you worse off than having no warranty at all.

  Customer Answer

  Date: 04/10/2025

  Plese remove my complaint. Home Defense was honorable and took care of everything.

  Business Response

  Date: 04/10/2025

  At Home Defense Warranty, we aim to provide clear, honest, and reliable service to all of our customers. We regret that your experience fell short of that standard and understand your frustration.

  After discussing your concerns, we mutually agreed to cancel your policy and issue a full refund of all payments made. That refund has been processed, and you should see it reflected shortly.

  As part of our conversation, you also agreed to remove this negative review. We appreciate your willingness to work with us toward a resolution, and well continue to review this situation internally to help improve how we communicate and deliver on our coverage policies.

  We truly wish you the best moving forward and thank you again for the opportunity to make things right.

• Initial Complaint

  Date:03/19/2025

  Type:Sales and Advertising 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 Defense USA opened an account under my name which I did not authorize. My husband got a scam mailer from this despicable company thinking it was a past due notice. He paid it not realising this was a scam. This company established an account under my name which I did NOT authorize and processed the payment even though we cancelled via phone and by mail. We want our money back because this is FRAUD!!!!!!!!!!!!! How dare they take advantage of seniors!!!!!

  Business Response

  Date: 03/20/2025

  Ruby,
  

  Thank you for taking the time to speak with me today. I want to sincerely express my understanding and empathy regarding the challenges you are facing. We recognize how difficult this situation has been for you, and I truly appreciate the opportunity to discuss your concerns directly.
  

  Regarding your complaint, I want to clarify that Home Defense USA operates with integrity and would never intentionally mislead or take advantage of anyone. After reviewing the details, it appears that your husband, unfortunately, misunderstood the mailer and set up the account under your name.

  Given his medical condition and the distress this has caused you, I completely understand your frustration.
  

  As we discussed, we are committed to resolving this matter to your satisfaction. Our goal is always to provide a positive customer experience, and we regret any added stress this situation may have caused. I appreciate you agreeing to remove the BBB complaint, and we are grateful for your willingness to work with us.
  

  If theres anything else we can do to support you, please dont hesitate to reach out. We truly value you and wish you the best during this difficult time.

• Initial Complaint

  Date:01/30/2025

  Type:Sales and Advertising 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.

  There has been no transaction nor commitment of any kind. We received a threatening letter and I phoned them. Giving the ** number at the top of the letter, their representative ******* instantly began badgering me asking why I didn't think I needed a home warranty. I responded that I would not list all the reasons. I asked questions of my own: how did their company locate our name and address? Public record he says. I'm not a previous customer? No he says. Can you remove us from your mailing list? Yes. I reminded him that the lender stated in the letter had nothing to do with our home, that we do not have a mortgage. The badgering resumed. Your home is 41 years old and you've never had to replace the a/c, any system? He listed several. I told him that at this altitude, no one has air conditioners. I asked him four times to remove us from the mailing list, we're not interested, that we've received other such letters, and our request has not been accommodated to date. I fully believe there is no such warranty service and they're only wanting to scam us out of money. Please stop these deviants.

  Business Response

  Date: 01/31/2025

  Thank you for taking the time to share your concerns. We sincerely regret any frustration or inconvenience you may have experienced. Customer satisfaction is extremely important to us, and we are committed to providing the best service possible.

  Please know that we take all feedback seriously, and we would love the opportunity to address your concerns directly. Our team is here to assist you, and we encourage you to reach out so we can work toward a resolution that meets your needs.
  

  We appreciate your time and look forward to making this right for you.

• Initial Complaint

  Date:01/28/2025

  Type:Sales and Advertising 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 received this letter marked FINAL NOTICE and mentioning a mortgage lender Source One. That account was closed in the late 1990s. I do not have or am I interested in this coverage. I do not have a mortgage. This letter is intended in my opinion to scare people into paying for something they don't need or want by appealing to a fear they might lose their mortgage and threaten their home if they don't pay it. Language like FINAL NOTICE (there never was a previous notice), PLEASE RESPOND IMMEDIATELY, WE RESERVE THE RIGHT TO REVOKE YOUR ELIGIBILITY are all baseless scare tactics. I never want to hear trom this business again and if there is a way to prevent them from sending such misleading letters to others, I welcome information about how to do that.

  Business Response

  Date: 01/29/2025

  Thank you for taking the time to share your concerns regarding the letter you received. On behalf of Home Defense USA, I want to sincerely apologize for any confusion or distress this correspondence may have caused. It is never our intention to mislead or alarm anyone, and we deeply regret that this letter left you feeling this way.

  The reference to your mortgage lender and the language used in the letter were not intended to cause worry or fear. Instead, our goal was simply to inform homeowners about the availability of our home warranty services. We understand, however, how the language used in this letter may have come across differently, and we apologize if it caused any misunderstanding or frustration.

  Please know that we take your concerns to heart. We have removed your contact information from our system, and you will no longer receive any correspondence from us. If you happen to receive any additional letters, please dont hesitate to reach out, and we will address it immediately.

  Once again, we apologize for any inconvenience this may have caused and appreciate the opportunity to clarify our intent. If you have any further questions or concerns, please feel free to contact us directly at ************.

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** ***********

• Initial Complaint

  Date:01/22/2025

  Type:Sales and Advertising 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.

  They have been harassing me by mail for over 4 years now- sending mailers EACH MONTH that I do not want for services that I do not want or need. I have written to them and called them multiple times to request they stop- yet they persist with this harassment. I am a senior here in *************.... it is a felony in our state to harass people over age 65. Please help me to STOP this unscrupulous company from contacting me again.TAKE ME OFF THEIR MAILING LIST!!

  Business Response

  Date: 01/23/2025

  Mr. *******,

  Thank you for bringing your concerns to our attention. We would like to clarify that our company has only contacted you once by mail, and we have no record of any prior communication or repeated outreach to you. We are sorry to hear about your frustrations and assure you that we take such matters very seriously.

  Upon receiving your request, we have added your name to our internal Do Not Contact (DNC) list to ensure that you will not receive any further communications from us. We appreciate your patience and understanding in this matter.

  Additionally, it appears there may be some confusion, as the issues you describe do not align with our records. It is possible you may be confusing our company with another organization. Regardless, we want to reassure you that your concerns have been addressed, and we will not contact you further.

  Should you have any further questions or require assistance, we encourage you to contact us directly at ************. In the future, these matters can typically be resolved quickly and efficiently through direct communication.

  We value your feedback and thank you for allowing us the opportunity to address your concerns.