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Business Profile

Home Warranty Plans

Home Defense USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Warranty Plans.

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 17 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/07/2024

    Type:Order Issues
    Status:
    Answered
    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 mother was sold this plan again after i had helped her cancel a previous one. she is elderly and is diagnosed with dementia. I have contacted these companies before and they continue to call and send her stuff in the mail. she doesn't even remember doing this or talking to them. I want the company to quit bothering her sending her garbage and to cancel the current plan. This is highly unethical and should be illegal to continue to bother the elderly and scam them out of their money.

    Business Response

    Date: 11/07/2024

    Mr. *******,

    Thank you for reaching out to us regarding Berties plan. This is the first time we have communicated with you regarding her account. ****** personally contacted us to set up her coverage. We certainly understand your concerns, and we want to assure you that we take such matters very seriously.

    Because we dont have access to Berties medical history, it would be discriminatory for us to deny her coverage based on a medical condition. If you are her designated Power of Attorney (POA) and would like us to assist with this matter on your behalf, please submit the necessary POA documentation. Once we receive those documents, we will be more than happy to fulfill any requests you may have regarding her account.

    If you have further questions, or need additional assistance, please dont hesitate to call our customer support team at ************.


  • Initial Complaint

    Date:11/04/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 this company in October to cancel the policy as I could find one much cheaper for the same coverage. I was told it was put in suspension and that it would not do an automatic withdrawal from my account. However, today, November 4, 2024 I see that they once again withdrew $198.00. I want my money back and for them to cancel this worthless policy. I sent in the cancellation notice but did not save a copy of it. Please help. I am on a fixed budget and cannot afford to have someone double dipping.

    Business Response

    Date: 11/05/2024

    *******,

    We sincerely apologize for the oversight regarding your recently cancelled account. Unfortunately, your account was queued to auto-process,resulting in an unintended charge.

    We understand how frustrating this must be, and we are prioritizing the refund of this payment. The refund is being processed immediately, and you should see it reflected in your account shortly.

    Thank you for your patience and understanding as we work to resolve this. Please feel free to reach out if you have any further questions or concerns.

    Customer Answer

    Date: 11/05/2024

    I have sent a certified letter to the company today waiting for the signed card to be teturned

  • Initial Complaint

    Date:10/12/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    Received a solicitation letter earlier this year and promptly telephoned ************ to be removed from their marketing / trade / sell database. I have been the victim of identity theft twice and have lifetime locks on all of my credit reports. The representative stated that the information would be removed. Surprise! I received another solicitation today. The wording of this letter can be perceived as threatening as it is referring to the receiver not getting their "Home Warranty up to date". "Failure to call and prevent a potential apse in coverage could result in you being liable for all costs associated with any home repairs." Both sides of the letter are attached.

    Business Response

    Date: 10/15/2024

    Denise,

    Thank you for bringing your concerns to our attention. I wanted to follow up on the voicemail I left earlier, confirming that your information has now been fully removed from our marketing database. I sincerely apologize that your initial request was not handled correctly, leading to your receipt of another letter. This was not the level of service we strive to provide.

    We understand the sensitivity of your situation and take your concerns about identity theft and privacy very seriously. Please rest assured that we have taken immediate steps to ensure you will no longer receive any further solicitations from us.

    Regarding the wording of the letter, I apologize if it came across as alarming or misleading. That was certainly not our intent.

    Thank you for your patience, and please do not hesitate to reach out if you have any further questions or concerns.

    Customer Answer

    Date: 10/15/2024

    Better Business Bureau:



    I have reviewed the business' response regarding complaint ID 22415272 and am satisfied with this resolution. 

     

    Sincerely,



    Denise Czarnecki

  • Initial Complaint

    Date:09/18/2024

    Type:Product Issues
    Status:
    Resolved
    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 and worked with them to get their services, but after looking over the entire package it felt way too expensive for what I needed. I called and canceled it asking for the 165 dollars back. I was told i have to send this in writing, and I sent it out June 20th of 2024. I called back in July and was told by the end of that month everything would be taken care of. I have not heard from them nor seen the money come back. I tried calling again today 09/18/24 and they ended up hanging up on me instead of addressing the situation

    Business Response

    Date: 09/18/2024

    In accordance with the client's request and our refund policy, a check for $165 was mailed on July 30. However, as of today, this check remains undeposited.
    We will be reissuing a new refund check and mailing it out today to ensure prompt resolution.
    We sincerely apologize for any inconvenience this may have caused and appreciate your understanding.

    Customer Answer

    Date: 09/23/2024

    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:09/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Not interested in service been getting these for past year stop sending ads we are not interested in the least

    Business Response

    Date: 09/18/2024

    After research with our marketing department, we have discovered that only 1 mailer has been sent this address. We have since taken them off any further marketing.

Home Defense USA is NOT a BBB Accredited Business.

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