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:10/28/2022
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 a contract with this company to provide home warranty service. I have tried without success to have issues covered under the warranty to be addressed. I cannot get any of the phone numbers for service requests to answer their phone nor can I get their customer service line to be answered. My main concern is that I have paid up front for multiple years of coverage and that they have gone out of business.
Business Response
Date: 11/21/2022
********************,
We regret any frustration that this has caused and you are welcome to use our reimbursement process to move forward with your claim. Kindly provide us with the diagnosis and we will see if it is a covered item under our policy.
CCHW
Initial Complaint
Date:10/27/2022
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 a six year home warranty plan for $2,400.00. The plan was to be effective 12/30/2021 -12/30/2027. A copy of the contract is attached. I filed a claim for electrical service and received 2 attached email replies. In the second email I was given the name of company they assigned to do the work and told to contact the company. When I called the company, they said Complete ********* still owed them from previous work they'd done and was no longer taking work until they were paid. I notified Complete ********* numerous time for a resolution and I was told they were working the issue. As of now the office phone number, *************), nor the agent ************************* number, *************), are working.
Business Response
Date: 11/10/2022
*******************,
We understand the issue and want to offer you our reimbursement process. Once you have a diagnosis of the issue, send it to us and we will let you know if it is covered or not.
Thank you,
CCHW
Initial Complaint
Date:10/26/2022
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 am a customer at **********************. I filed a new claim, there had been no response form the company for 4 days. I filed it on 10/22/22. I called the company on two phone lines that they supplied on their website and their contract, and the numbers are disconnected. It seems as though the complaint just disappeared. The website is still available, but there is no response to the phone number listed there. It seems like a fraudulent move on the part of the home warranty company.
Customer Answer
Date: 11/20/2022
Better Business Bureau:

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

Sincerely,

*****************
Business Response
Date: 11/21/2022
Dear **********,
You are welcome to go to your customer portal to place a claim or use our reimbursement process.
Thank you,
CCHW
Business Response
Date: 01/20/2023
Dear **********,
We regret any frustration however after reviewing the last claim you placed for the refrigerator, we have closed it as not covered. Our policy does not cover lights or leaking of water.
Thank you,
CCHW
Customer Answer
Date: 01/24/2023
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]

I have checked the business website and it simply disappeared. I am aware that this is a fraud. I am not happy with anything they have to report.

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

Sincerely,

*****************
Initial Complaint
Date:10/26/2022
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 filed a claim for a refrigerator repair in early June. I was told I would be receiving reimbursement for the replacement of my refrigerator, in the amount of 350$. Though I did not agree with the reimbursement amount though I accepted and proceeded to get the refrigerator taken care of on my own. It is now October and I have not received the reimbursement check. I have called them over 10 times to follow up on the status each time being told a supervisor is not available and only she can answer questions about refund checks. I've insisted on speaking to anyone to help me resolve this issue and to no avail. I was told my case was elevated, though still have not received a response. As of today when I called their number ************ it no longer even rings through.
Business Response
Date: 11/08/2022
*******************,
We regret any frustration and we will be happy to look into this for you. Kindly please provide the claim number.
Thank you,
CCHW
Initial Complaint
Date:10/25/2022
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.
I paid for a 6-year home warranty on December 2021. I have been trying to call them and email them to get service. Their phone is disconnected and they won't return my emails. Then I visited their website to see if I was able to reach them by obtaining a new quote. When I look at the list of states, it says they don't service *******. That was not there when I paid for them 10 months ago. I even tried to cancel before because I did not want to pay the $60 service fee and the representative emailed me back to tell me they would waive my fee. I have both emails. They deceived me and stole my money under false pretenses. $1950 needs to be refunded asap so I can hire another warranty company. Term: 12/30/2021 - 12/30/2027 Plan Price: $1950 (Payments made to "Complete Care Home Warranty" will appear on your credit card statement.)Service Call Fee: $60.0 Please help me!
Business Response
Date: 11/08/2022
Dear *** **********,
We regret your frustration and if you would like to use your own technician you are welcome to our reimbursement process. Please submit a diagnosis to us and we will let you know if it is approved or not before the work is done. If you would rather cancel, your refund as of today is $1000. Kindly please advise.
CCHW
Customer Answer
Date: 11/11/2022
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:

You can see clearly in the contract that you emailed me: I paid for $1950 for 6 years, that is $325 per year. The contract states that I am bound to you for 365 days and I can cancel anytime after that. Therefore my refund should at least be $1625 as a minimum. Please refund $1625 even though there was no service ever. You may keep the $325 for the first year as your victory trophy for being the number 1 scammer company of 2022.
The contract says that you are open 24 hours a day and you will send a service contractor within 48 hours of my claim. So far you have not responded since my claim in October and I have called every hour and you are not open ever! Therefore you have breached your contract. Why is your phone not working and why won't you reply to my claim on your website?

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

Sincerely,

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

Business Response
Date: 12/19/2022
*********************************,
The policy has now been cancelled and a refund of $1000 will be sent to you in 6-8 weeks. We regret any frustration that this has caused
CCHW
Customer Answer
Date: 03/22/2023
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:

Are you able to ask them if they are sending my refund? Its been way over the 8 weeks and they have not contacted me at all.

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

Sincerely,

*********************************
Initial Complaint
Date:10/25/2022
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 purchased two policies from Complete Care Home Warranty on 9/7/2021 for a 6 year term each from 10/07/2021 - 10/07/2027 for $5,400.00. The first part of this complaint is in regards to the numerous attempts that my property manager has been making since 10/14/22 to contact CCHW in order to submit a claim. She informed me The number rings and rings and drops the call after a few rings. I have also been calling **************, CCHW's 24/7 number, and get a beeping dial tone each time. At this time we now have two repairs needing claim submission. This is unacceptable and very frustrating.Since 10/20/22 I have also reached out to CCHW via email and online question submission option. Ive emailed the sales associate whom I had originally purchased the plans from and I also called his direct number but again get a beeping dial tone. There has been no response yet. The second part of the complaint, to my understanding, involves two approved reimbursement checks for $205.00 each for two electrical repairs performed a few months back/summer 2022, for which my property manager submitted the claim with CCHW. On 9/22/22 my property manager informed me that she spoke with CCHW on the status of this reimbursement and she was told that they have escalated the invoice to a supervisor. We still have not received these two reimbursement checks 4 weeks after this last follow-up attempt from my PM. We are not able to reach CCHW for this either. To resolve these matters;1) I would like for Complete Care Home Warranty to send me, the property owner, a refund for the remaining term left on both policies and I would like to cancel both of my policies.2) I would like Complete Care Home Warranty to send me, the property owner, the two reimbursement checks owing for $205.00 each total of $410.00 for the two electrical repairs. Thank you BBB for your help in resolving this refund complaint.
Business Response
Date: 11/08/2022
Dear *** *******,
We will be happy to look into the refunds for you. One policy does not have a refund however we are looking into the second.
CCHW
Initial Complaint
Date:10/24/2022
Type:Order 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.
Dear Sir/ Madam:I signed a 3-1/2 years contract with policy# *********/combo from July 25,2021 to January 25,2023, paid in full of $1260 on June 1,2021 posted on June 4,2021 with their agent name *** ************************* who assisted me with this contract plan with Complete Care Home WarrantyCCHWbut he is no longer be reached despite my several attempted calls.I would like to cancel and to have refund because on September 12,2022 my property manager created a service request with CCHW for my garbage disposal leaking issue and needed to replace. We tried to reach CCHW but only the customer representative is answering but they can not provide available technician until to-date.So we tried calling their office and ** ******** advised us to get our own vendor/ technician and file a reimbursement form that she provided. We did file it and emailed to them but to no response from CCHW after that ..despite we attempted several calls.The garbage disposal was replaced by my property managers contact technician for $400.I sincerely seeking your good office to help me get back my money of $400 plus full payment of $1260 also to cancel my contract with CCHW.Hoping for your kind assistance and response. Any further information you need please let me know.Best regards,***************************** ********** ************************
Business Response
Date: 11/07/2022
Dear *** *********,
We understand the issue however we provided a form to you stating that if you had the work done without our concent, the claim would not be valid. In regards to your policy, you have a refund of $169 as of now and if you would like to cancel, we can provide you with your refund.
CCHW
Initial Complaint
Date:10/21/2022
Type:Product Issues
Status:
UnansweredMore 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 are unable to get ahold of anyone within the company. They aren't answering the phone or emails. We have an outstanding claim for an authorized repair in the amount of $277 dated 7/9/22. We have tried to contact them without success. We don't know if they're still in business since no one answers our calls or emails. We used the company a couple times before and they were very slow to respond. We paid $2400 for a 5 year plan on 7/2/2021. We are fed up and want them to pay our claim and to cancel our membership and receive a refund for the remaining term of the contract.
Business Response
Date: 11/04/2022
*** and **** *******,
We regret any frustration that this has caused and we are happy to look into the funds you are seeking. The refund of your policy as of today is at $626.50. If you would like to cancel the policy, kindly respond and we will do so for you.
CCHW
Customer Answer
Date: 12/05/2022
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 and the matter has been resolved.
We decided to take the company offering of $626.50 which is the refund they determined they'd pay us from the 5 year warranty we purchased for $2400.
We would like the check ASAP.
Thank you for your assistance with this matter.

*** and *************************

***************************** And *************************

Business Response
Date: 01/05/2023
Dear **** and *** *******,
The policy was not cancelled but we can do so for you however the refund is now $485. You will get an email that confirms the cancelation shortly.
CCHW
Customer Answer
Date: 04/12/2023
Better Business Bureau:

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

**************************** And *************************
Initial Complaint
Date:10/21/2022
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.
Policy Number: ********* for term 12/15/2021 - 06/15/2025 Plan: Combo Plan Price: $1,170 It has become impossible to submit a claim. Calls to phone number ************** are interrupted by ******* stating "the call cannot be completed as the call party is temporary unable, please try your call later." Their website is not configured for clients to submit a claim.
Customer Answer
Date: 10/26/2022
Attached documents support that on November 15, 2021, home warranty service policy # ********* was purchased from Complete Care Home Warranty in the amount of $1,170 for the policy term 12/15/2021 - 06/15/2025 from salesperson ******************************, Senior Account Executive *************).
The warranty is not true and purchased under false pretense. Per the contract agreement, When a covered item breaks, simply call ************************************ is available 24-hours a day, 7 days a week. As of October 19, 2022, my ongoing calls to Complete Care Home Warranty do not go through. All their numbers are not working. You get a message saying, Welcome to ******* wireless, your call cannot be completed as the callers party is temporary unavailable. Please try your call later. I am unable to submit a claim for my failing heating system.
Contract fraud occurs when one party in a contract presents information to another that is incorrect, deceitful, or meant to confuse.

I am requesting cancellation of the service agreement and a refund. Thank you.
Business Response
Date: 12/13/2022
*******************,
We regret your frustration and are happy to look into the issue you are having with the phone line. Please use your customer portal and place a claim.
CCHW
Initial Complaint
Date:10/21/2022
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.
Complete Care Home Warranty is a company that does not provide any actual service for warranties. I paid a 1 year for full warranty service. We submitted a claim for dishwasher repair on August 5, *************************************************************************** touch with this company anymore. The phone does not work and emails to them bounce back. I checked reviews and there are HUNDREDS of reviews reporting the same problem with this company. I would like to get a refund but being that I do not live in ** and get a hold of this company through phone *************) or email (Complete Care Home Warranty <*******************************>), I'm not sure how else to get a hold of them. And at this point, I do not even want to be under contract with them anymore and just want my money back. I do not trust this company as well and based on the hundreds of reviews (NOT ONE POSITIVE REVIEW for this company, no one else trusts them either. I'm not even sure the address they have listed is real or even the address to this company. We do not even know if this is a legitimate or legal company. Is there a way to find real contact information for this company or how to find out if they are indeed a real company or are they really just scammers. ?? Answer one phone call (meaning Complete Care Home Warranty does not mean they are a real business that warrants the consumer to pay hundreds of dollars for a service that is never actually provided.Any help for me and the hundreds of other consumers who have been ripped off would be greatly appreciate,
Business Response
Date: 11/03/2022
*********************,
We understand your frustration however upon review of your policy we do see that we have covered a claim for the dishwasher. If your system was still not working after the repair, the system was covered under the warranty of the repair person for 30 days however since you did not contact them it is no longer covered with them. If you would like to have a different tech you can always use your own and submit for reimbursement after a proper diagnosis is submitted to us. In regards to a refund, your policy no longer has one but if you would like to cancel you can do so.
CCHW
Customer Answer
Date: 11/23/2022
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:
Both my husband and I have tried contacting Complete Care Home Warranty many many times and we have not been able to get through. If they have relocated and/or have a new telephone number, we were never notified as well as calls not being directed to new telephone #. I literally just tried contacting them again (based on the response they gave you, it sounds like they are still in business). I STILL was not able to get through. The call never goes through and hangs up.

And although services was provided right after we signed up for this warranty service, our dishwasher was temporarily fixed. We called several times after to try to get a technician back out here and we never did get service again. That was close to a year ago. My contract is due to expire next month and I DO NOT want to get charged to renew my contract. This company is providing bare minimum information to make it look like they are a legit company. They obviously are aware of my problem and responded back to BBB but didn't have the decency to contact us to make things right. And I have no way of contacting them. I even tried emailing them and the email bounced back. My complaint remains and this problem has NOT been resolved. They say I can cancel my contract in their response to BBB - I expect my contract to be cancelled at this point. I understand I will not get refund. I do not want to do any business with this company anymore and want to be done with this.
Thank you,
*********************

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

Sincerely,

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

Business Response
Date: 01/05/2023
*********************,
We understand that you would like to cancel the policy and we will go ahead and do so for you.
Thank you,
CCHW

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