Business Profile

Home Warranty Plans

Complete Care Home Warranty LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Complete Care Home Warranty LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

321 total complaints in the last 3 years.
3 complaints closed in the last 12 months.

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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:11/08/2022
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.
See attachments, especially Timeline and letters to Complete Care Home Warranty (CCHW). Paid $1,900.00 for 6 year home protection plan/contract, term 11/5/21 - 11/5/2027, Policy # *********. Filed first& only Claim #***** on 6 Apr 2022 submitted estimate/claim form, etc., all required paperwork, etc. No response, called, their response, lost claim submission. 6 Jul 2022 resubmitted. No response, called, they only give/gave verbal approval for partial amount $250.00, would not give in writing or rally discuss non-approved amount. Work done/completed, paid invoice submitted 9 Jun 2022. No response. Called, got receptionist, said they lost claim, found it, would process in 24 - 48 hours. No response, reimbursement, nothing. Numerous calls got nothing other than in process maybe? Continued calls, most always receptionist (many different ones), exception one or two times, spoke with ***** (no surname given, nor given when asked9 (supposedly Office Manager).Frustration, sent letter to ********** AG office as all contact info ** telephone area code, no business/location/address ever given, only emails (slick, fraud). ** advised, was in **, sent to ******** AG Office. ** acknowledged, contacted CCHW, got immediate 29 Sep 2022 email letter response from a *************************** (no job title given). Tried to call numerous times, phone cut off per ******* message basically. 14 Oct 2022 sent unregistered letter & supporting material to *************************** at address I had to call to get from ** AG's office. Got unopened/returned letter. Sent Registered letter to ***************************/CCHW 7 Nov 2022 with final required outcome, complete refund of $1,900.00 premium/payment, no deductions, fees, etc. as CCHW has NOT PERFORMED and during life of coverage, absolutely NOTHING.Contact them, get full DESIRED RESULT refund. Rate them the lowest possible ****. Also investigate them for FRAUD/SCAM, they are registered in ******* from my understanding from verbal ** contact early on Both very helpful.
Business Response
Date: 11/21/2022
****************,
We have responded to your other complaint and are happy to help with the cancelation of your policy. At this time your refund is $710. If you would like to move forward with the cancelation, we can do so.
Thank you,
CCHW
Customer Answer
Date: 12/07/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
As you can see from your file and the attachment, I have made several more than "good faith" efforts to contact them to no avail. Phone numbers, mail, etc. incommunicado totally. I first asked for issue of check they owe and $1200.00. Total $1,450.00 settlement. They never responded/accepted that land mail offer, think you have copy. Same incommunicado as you see in the attachment. I will accept my first offer to settle of net $1,450.00 ($1,200.00 + $250.00 check never cut/received.).
Thank you. *******************

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 02/13/2023
*** ******,
As stated in the letter that we sent, we asked if you would like to cancel and explained what the refund was at that time however we were not informed that you wanted to therefore the policy was not cancelled. We will however cancel the policy today and there will be a refund now of $505. A check will be mailed to you in 6-8 weeks.
Thank you,
CCHW
Initial Complaint
Date:11/07/2022
Type:Product Issues
Status:
UnresolvedMore 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 tried to email a claim and call the company multiple times for an AC issue and the phone line for the previous number I used is disconnected and the number I called from ****** just rings with no answering machine and no answer. Is this company still in business? My main AC unit has been out for two days and I cant seem to reach them at all. I submitted a claim on the client portal and have not heard anything back. I either want a Refund or someone to contact with a tech because it is still very hot in the ******* right now, And I have a pregnant wife who is not tolerating the heat well. This is a very urgent issue and I cant even reach them.
Business Response
Date: 11/21/2022
**************,
Please send the diagnosis either through the BBB site or to ******************************** to be forwarded to our autho **** for review.
Thank you,
CCHW
Customer Answer
Date: 11/22/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I have the ACTIVE claim filed that has still never been addressed from this original complaint, so I have in fact already submitted it on the website and it was never addressed. I replaced the entire AC unit because I couldnt wait any longer for this to be resolved, so now I had to spend money out of my own pocket for diagnosis and installation of a brand new AC unit. So at this point I would like a prorated refund of my policy since this has been the most untimely, unprofessional company I have ever worked with.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 12/09/2022
*********************,
We do regret any frustration however since you have had the system replaced, we are not able to assist with the claim. If you would like to cancel, we can do so for you.
CCHW
Customer Answer
Date: 02/22/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Yes I would like to cancel my policy and get a refund.
*********************************;

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*********************
Initial Complaint
Date:11/04/2022
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.
Purchased the home warranty May 2021 for $1500 - they do not answer their phone they do not send out someone to repair and they do not reimburse you when they say they will - NOW THEIR PHONES ARE DISCONNECTED
Business Response
Date: 11/17/2022
*****************,
If you would like to place a claim you can do so online with your customer portal or email us at *********************************************************.
Thank you,
CCHW
Initial Complaint
Date:11/02/2022
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.
We have had several claims with Complete Care Home Warranty. All but one have been denied and their contractors are not professional.-Hot water heater not working properly. Complete Care sent out a servicer who knew nothing and caused flooding in my laundry room. He broke a part off the hot water heater, said he'd be right back, I went behind him and noticed the heater was flooding water!Our ac needed a complete replacement. Air ducts and all as it is an older house. When making our choice, Complete Care said it didn't matter the age and if they could not repair they would replace. They sent out one of their service guys again and he said our ac was not working because the drip pan was dirty! So we have had to pay a company $14,000 in replacement and repairs due to Complete Care denying our claim, not answering my emails to both support and the arbitration email in my contract ********************************** and as of last night, the number doesn't work,, not even the transfer number.
Customer Answer
Date: 11/27/2022
Better Business Bureau:

At this time, I have not been contacted by Complete Care Home Warranty LLC regarding complaint ID ********.

Sincerely,

*******************************
Business Response
Date: 11/28/2022
******************,
We regret your frustration however our policy does not cover routine maintenance. If the air ducts were clogged, that is not covered under our policy. Also, our policy does not cover the water heater if it is leaking from the tank. We are happy to help with any other issues that are covered.

CCHW
Customer Answer
Date: 11/29/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

In reference to the air condition, we called and made a claim. Complete Care denied repair per their contractor saying ac pan was dirty. We had to call and receive 6 quotes on our own. ALL of the quotes said control panel out, fan outside need repair, and that there were other problems but due to the ac age it was beyond repair. This would not mean clogged air ducts. They were old crumbling and some detaching. If that is not covered the ac unit definitely should be.
For the hot water heater,, Complete Care's CONTRACTOR BUSTED the heater when he was checking it. We only requested check because our water was not getting hot. HE BROKE the know and left my laundry room to flood instead of turning it off. he was a kid contracted through Complete Care.
I also continuously reached out to Complete Care via phone and several emails they kept giving me to request arbitration, with no response at all which is why I had to cone to the BBB.
I do not accept their response and still feel that both case require compensation.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 12/19/2022
*******************************,
Please note that our policy does not cover routine maintenance and we also do not cover any failures that have to do with rust or corrosion which is what you have explained is the issue with the air. Also, the water heater would not be covered under our policy since we do not cover any issues or failures that were caused by the tech. *********** that the technician is from would be the one to cover that issue.
CCHW
Initial Complaint
Date:11/02/2022
Type:Order Issues
Status:
UnresolvedMore 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 company can not even do business in my state and I've yet to get a refund. They're crooks!
Business Response
Date: 11/30/2022
Mr. ******,
Our system shows that you have a chargeback on your policy therefore it has been cancelled and we are not able to assist.

CCHW
Customer Answer
Date: 12/01/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because
The chargeback was overturned and I'm currently out the $2000. They are crooks and liars

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 12/15/2022
*********************,
We regret any frustration however we suggest you contact your credit card company.
CCHW
Customer Answer
Date: 02/16/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved becaus
THEY HAVE TAKEN MY MONEY AND TOLD THE CREDIT CARD COMPANY THEY PERFORMED THE SERVICES. YOU, BBB, NEED TO READ WHAT I'VE WRITTEN AND WHAT THEY'VE WRITTEN AND TAKE LEGAL ACTION AND GET MY MONEY BACK. THESE PEOPLE ARE CRIMINALS AND YOU ARE ASSISTING THEM

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*********************
Initial Complaint
Date:11/02/2022
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 have been trying to file a claim with this company since 10/10/2022, I have tried to call several times and have sent several emails. The number is disconnected, and I haven't gotten any reply to my emails.
Business Response
Date: 11/25/2022
**************,
You are able to go to your customer portal and place a claim. Once you do so, you are then able to either use our reimbursement process or allow us to assign a tech.
Thank you,
CCHW
Initial Complaint
Date:11/01/2022
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
Apparently either a fraudulent company or went out of business. Pd $1,225 for a Home Warranty starting 12/3/21 ending 6/3/2025. Unable to contact them or get my repairs done. Answering service taking messages but no one ever calls back nor answers e-mails.I'm a senior and can't afford to loose this amount of money. Plus I bought this because I live in an older home and needed some protection.
Business Response
Date: 11/14/2022
Dear *** ********
Our records show that we have assisted you with claims. If you have another claim and need the issue resolved faster than we are able to, you are welcome to use our reimbursement process.
Thank you,
CCHW
Customer Answer
Date: 11/14/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[is this all you can do??? What more can a Senior do to get their money back??Your AnswerHere]

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 12/09/2022
Dear *** *******,
We understand your frustration however there is no refund on your policy and we have paid out on claims. If you have another claim and want to use your own tech you are welcome to use our reimbursement option.
Thank you,
CCHW
Customer Answer
Date: 02/22/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

You haven't paid me anything!!!!! I'm a senior and am moving as we speak as I have no money to further stay in my house. I want $1200.00 NOW. So sad about you but I need help!!!

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***************************
Initial Complaint
Date:11/01/2022
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 5/9/2022 the policy was cancelled, and the company had to refund me with some amount (prorated) - never got a refund. Thanks,
Business Response
Date: 11/14/2022
*****************************,
We are not able to assist witht this complaint since you have completed a "chargeback" on your policy.
CCHW
Customer Answer
Date: 11/15/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The charge back was only implemented after waiting for a month to get a payment from you. You have sent a payment and never notified me about your intentions. Thanks

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 11/25/2022
*****************************,
We are not able to assist since you have a chargeback and the policy has been cancelled.

CCHW
Initial Complaint
Date:10/31/2022
Type:Product Issues
Status:
UnresolvedMore 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.
Dear BBB,I have requested a policy cancellation and a refund of my 4 year coverage of $2,400 in September 2022 as I was disappointed and tired of getting slow to no response for 2 claims. I contacted them through phone ************ and customer service suggested sending an email to ******************************* and ********************************* with policy number as subject and request to cancel the policy. I emailed them every week since and to date no response on my refund request. The phone ************ can no longer be reached. Please refund my payments. I paid 4 full years with the expectation that I will be covered but I was wrong.
Business Response
Date: 11/14/2022
Dear ************,
Per your request, we have cancelled your policy. You will receive a refund of $1603.93 in 6-8 weeks.

CCHW
Customer Answer
Date: 01/23/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

To whom it may concern:

This is in relation to my complaint ID# ********. While Complete Care Home Warranty responded to refund my payments within ***** business days after their November 14th correspondence, please see attached, I have not received my refund to this date. It seems to me that to close the issue they committed a long lead time so that I could not confirm if the issue has been resolved or not. I was following up with them by phone which is no longer reachable and mo response wither through email.

Thanks and regards,
****

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 02/02/2023
Dear ************,
Check No. **** was mailed to the address we have on file. If you have not received it as of yet, we will be happy to look into it for you.
CCHW
Customer Answer
Date: 02/06/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have not received any check. And it is passed their committed refund date. I was emailing the company directly to follow up on this multiple times and not getting any response back. Their phone number is not working either.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*****************
Initial Complaint
Date:10/31/2022
Type:Product Issues
Status:
UnresolvedMore 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 multi-year plan, which the company states you can cancel penalty-free at any time for a full refund of unused fees. I am trying to cancel; however, their email and phone numbers have been disconnected.
Business Response
Date: 11/25/2022
**************,
Our policy does allow you to cancel however there is a fee that we normally charge as stated in our agreement. Also, if you do a chargeback with your bank as you did your policy is cancelled. We are not able to assist since you have a chargeback.
CCHW
Customer Answer
Date: 12/02/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
This is theft. ***************************** email (if that is even a real person) clearly states that a full prorated refund is available based on the yearly fee of $375/year. There was no mention, ever, of additional fees. Quite the contrary - promises of no extra fees or fee increases.
Your phones, emails, and websites have been down since I began trying to contact you in June of 2022. I was unable to schedule any service calls since you have zero ways to be contacted. Therefore I canceled. I deserve a full refund at this point since I could not schedule any service or contact you in any way even when the contract was active.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 01/05/2023
**************,
Please note that the policy has been placed in "inactive" due the chargeback you have placed on the account. We are no longer able to assist with any other issues.
CCHW
Customer Answer
Date: 01/31/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Hello,

This issue is still ongoing and active. The so-called businesss response was:

MESSAGE FROM BUSINESS:

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

However, the so-called company has RECHARGED MY CREDIT CARDS.
Do I need to file a new complaint or is it possible to reopen the same one?

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

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Complete Care Home Warranty LLC is NOT a BBB Accredited Business.