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

322 total complaints in the last 3 years.
3 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.

Initial Complaint
Date:10/14/2022
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.
07/19/2022 *********** had 48 hours to locate the contractor, and Companyuld not do so. *********** told me that I could find my contractor and only needed prior approval before work began once the issue was diagnosed. I followed procedures, and the bill was $1109.53. Paid out of pocket for repair and expected reimbursement in full. I contacted Company to begin the reimbursement process and spent over ************************************************************************************* $300.00. To date, I have yet to receive reimbursement of the $300.00. While on the phone I also requested cancellation of the additional policy at another address and refund and filled the paperwork out as directed on August 20th. I attempted to contact the company this morning, and the phone number is no longer working, and have not received any further communication from them. I would like to have both policies canceled and reimbursement for the authorized repair.
Business Response
Date: 10/27/2022
**************,
Per your request we cancelled both of your policies and you are now going to receive a refund of $566.
Thank you
CCHW
Initial Complaint
Date:10/14/2022
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.
Home warranty was purchased 9/21. The policy was to run through 9/27. The policy was prepaid for the amount of $1800. We called them with a cooling issue and was given a case#, with the promise we would be called in ***** hours. when a call was not received from a repair service, I once again called ************* and the number was unavailable. There was a cancelation clause in the contract, allowing cancelation at any time, but now they are unavailable. I would like to get my prorated money refunded. We also had to pay for the repair that would have been covered.
Business Response
Date: 10/27/2022
**************,
We regret your frustration however we don't have a tech for you at this time however you are able to use your own and go through our reimbursement process. Kindly email us the diagnosis for review.
Thank you,
CCHW
Customer Answer
Date: 10/29/2022
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:

[Your Answer Here]
I would like to cancel my service and have monies refunded as per contract

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

Sincerely,

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

Customer Answer
Date: 11/18/2022
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]
Re: Case # ********. As per response from "Complete Care Home Warranty" to above claim, a refund was promised. We have not received any more communication from them. The phone number is no longer in use. Contract should be in your file.
We will accept the monies refunded, although it is less than we expected, but 6-8 weeks seems too long to see refund. Can this refund be expedited?. Will the money be refunded in a check?

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

Sincerely,

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

Business Response
Date: 01/30/2023
**************,
Thank you for that information. A check will be mailed to you in 6-8 weeks which is the fastest we are able to send the funds.
CCHW
Initial Complaint
Date:10/13/2022
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.
It is now 48 hours (their stated waiting period) after filing the first claim against the muliti-year contract that I purchased in February 2021 for $975. I have received no response via phone, email, or SMS. I am being "ghosted" by this company. I did a little research this morning after calling the ONLY telephone number for the company that I can find anymore ****************) and getting a "can not complete call" recording but also found a plethora of angry 1-star reviews, and BBB complaints against Complete Care Home Warranty. Apparently, I'm not the first long-term customer to get "ghosted" upon filing their first claim. I also discovered that their coverage map no longer includes ********** like it did when I signed up and gives a link that refers ********** residents like myself elsewhere - I can only presume other scam, confidence game companies like CCHW, it is now so clear, is. So I have formally told them that I am exercising the out clause of my contract and requesting a full refund of the remainder of my paid-in-advance contract balance. And as you can see I have also filed my own BBB complaint and if I don't receive a response from CCHW within **************************************************************************************************** ********, **********, and **********. Thank you and I hope that we can resolve this matter amicably within the next 24 hours. And to be clear, "amicably" means that I have my refund, not promises and the other string-along tactics that I see that CCHW has used with others. That's 24 hours, otherwise, I will proceed as promised. Thank you. cc: Email to company, Post on CCHW website for filed claim for policy #*********.
Business Response
Date: 10/27/2022
*******************,
We understand your frustration and after review of your claim we are closing it due to the fact that we do not cover fixtures or faucets.
CCHW
Customer Answer
Date: 11/04/2022
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 was NOT a request to repair a fixture or faucet. This was a plumbing infrastructure problem that required a full valve replacement of in both shower faucets.

In addition, the plumber service found multiple pipe leaks underneath the house which also had to be repaired.

When it was all said and done, we had to pay approximately $4,3000 for repairs simple because Complete Care Home Warranty LLC failed to fulfill the fiduciary responsibility that we contracted with it to perform.

Stated in plain language your excuse - the same that you gave to the New York ************************* (see File #************) is utter and complete rubbish give the hard facts of this case.
Thank you.

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

Sincerely,

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

Business Response
Date: 12/01/2022
*******************,
We regret any frustration however our policy is specific regarding what we do and do not cover. Thank you for your understanding.

CCHW
Initial Complaint
Date:10/13/2022
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 signed a 6 yr contract with complete care home warranty back in Sept of 2021. The sum of the plan was $2250 and the term started 09/26/2021 - 09/26/2027. Back in May of this year I contacted the home warranty for a repair on my sprinkler. As the technician could not reach CCHW, I ended paying up for couple of repairs. I talked to one customer service agent and who said that I will be given a check in 3 months(not sure why it takes 3 months!), but till date I did not receive any refunds for either of my repairs. I contacted the home warranty several times and was not able to talk to a supervisor or anytime to help me. Countless days I was on hold only to have to call drop and unable to reach anyone at home warranty. I ended up paying the balance to H.E.M repair. I wanted to cancel the remaining years on my contract, but their phone is out of service. Currently no one from home warranty has replied to the email or my phone messages. I would like to find out my options so I can sever ties with this company and recoup some of the money I paid.
Business Response
Date: 10/26/2022
Dear *** ***********
We understand your frustration however if you would like to cancel the policy we are able to do so but the refund is $1000 at this time. Please let us know how you would like to proceed.
CCHW
Customer Answer
Date: 10/27/2022
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]
My contract started from 2021-09-26.
So, for the 1 year that has passed, you should have deducted 1/6th (of $2250) which is $375. So, I should have gotten $2250-$375 = $1875 if you prorate.
And I should have also gotten the reimbursement of the 2 claims(#*****, #*****) which are for $250.00, and $291.78 respectively adding to $541.78.

So, totally, I should get $1875 + $541.78 = $2416.78; I am not why you wanted to give me just $1000?

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

Sincerely,

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

Business Response
Date: 12/19/2022
*** ***********
The refund as we explained is $1000. If you would like to cancel, kindly please let us know.
CCHW
Customer Answer
Date: 12/20/2022
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 can not settle for anything short of $2416.78 as I explained below as that seems to be the amount you owe me till now.
>My contract started from 2021-09-26.
>So, for the 1 year that has passed, you should have deducted 1/6th (of $2250) which is $375. So, I should have gotten $2250-$375 = $1875 if you prorate.
>And I should have also gotten the reimbursement of the 2 claims(#*****, #*****) which are for $250.00, and $291.78 respectively adding to $541.78.

>So, totally, I should get $1875 + $541.78 = $2416.78;

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

Sincerely,

*******************************
Initial Complaint
Date:10/12/2022
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.
I have sent an email (via customer portal) and tried to call customer service using the phone number on the website and can not get a response from the company to fix a repair with my garbage disposal. Given the customer is not answering the phone I am not sure they are even in business so I would like to get a refund of my deposit for both homes that I insured. My original claim was filed on October 6, 2022. I received an email from Complete Care Home Warranty stating that "please allow up to 48 hours for a technician to be assigned to your claim". I have not been assigned a technician nor can I reach the company via phone or email. I sent a response to the email at ******************************* that I have not received a response. I would like a refund of the money I have paid for both properties as the company does not appear to have been in business (with no fees deducted). If they are in business I would like a phone number to reach an individual and for a company to repair the garbage disposal. I also would like the cost refunded that I will need to pay out of pocket since the warranty program did not work in giving me a reduced fee.
Business Response
Date: 10/26/2022
Dear ************,
Reviewing your expired policies the one claim was placed on Oct. 12 and it was advised to you that since we were not able to locate a tech, you could find one on your own or you could use the one that was assigned to your other claim. However, as we explained the policies are both expired therefore there is nothing else we are able to do.
CCHW
Customer Answer
Date: 11/04/2022
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:

Re: ID # ********- **********************
I am not in agreement with the response from CCHW. 1)My policies were not expired on the date that I made a claim. 2)I was not advised to locate a tech or to wait for an assigned tech because the company never reached out to me nor could I get in contact with them via phone. When I completed the claim both policies were in effect. *********** owes me for the money I spent repairing my garbage disposal because they did not hold up to the agreement. I would like them to show me proof that they assigned me a tech or where they advised me to find one on my own.

Sent from my iPad

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

Sincerely,

*************************
Initial Complaint
Date:10/12/2022
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.
Claim ID: #***** was filed on 06/06/2022 with Complete Care. They never responded or scheduled an appointment with the Technician. I called up the customer helpline about a month ago and asked them to expedite. Still no response. The only phone# ************** no longer works. I want a refund and cancellation of my policy.
Business Response
Date: 10/26/2022
Dear *** *****,
We do understand your frustration, you are welcome to use a tech of your choosing and provide us with the diagnosis for review. However, the policy you have does not have a refund but you are still able to cancel. Please let us know how you would like to proceed.
CCHW
Customer Answer
Date: 11/03/2022
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]
Hi,
Who is going to pay for a technician to come in to diagnose ? My pool maintenance company *********** offered to
send a repair technician for approx. $160. Will Completecare cover this cost? Repairs, if needed would be extra. Please confirm
or assign a technician of your own. Looking for an early resolution.
thanks,
******

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

Sincerely,

****** *

Business Response
Date: 01/03/2023
****** *,
Thank you for providing us with the document. We do not see where it shows the diagnosis of the system. We need to understand why and how the issues happened.
CCHW
Customer Answer
Date: 01/11/2023
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 am attaching all the emails and Invoices from ***********, since when they first diagnosed that the filter pump wont stay primed. I paid $567.50 for the repair, and $149 for the service call.
Outside of this *********** does a weekly maintenance of my swimming pool and services regularly. I pay separately for the weekly maintenance and am not including those charges in this claim.
Also a complete diagnosis and repair was done on Dec01,2021by another Vendor -**************. Attaching the invoice for the same.
I have been corresponding with CompleteCare for this repair claim for over six months now, with no progress. Also the Website is down and nobody answers the Customer phone#. I emailed about an AC repair claim a couple of weeks back and nobody responded. I had to hire an independent technician.
Please reimburse for the Pool repair -$716.5 or refund my policy.

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

Sincerely,

****** *
Initial Complaint
Date:10/12/2022
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 purchased a home warranty from Complete Care Home Warranty on 8/18/2021. The Warranty Service Policy took effect on 9/18/2021 - 3/18/2025 (Policy #: *********). On 6/15/22, I called in for a claim (# *****) for an electrical issue. The company referred an electrician ***************************************** the electrician performed the service and, to this date, have not yet been paid for services rendered. On 9/6/22, I called in for a claim for a plumbing issue. I was informed that I would receive an email with the Plumbing technician's information. I called each day after the 48 hours and was told, by Complete Care, that they were having a difficult time finding an available technician; and I had the option to find my own plumber and fill out a reimbursement form. They emailed me a reimbursement form, I filled it out and submitted said form along with the quote from the Plumber on 9/16/22. Between me and the electrical company, we have been calling for our reimbursement but Complete Care's phone numbers are not working. Besides the number that is posted on file, I also have another phone number for claims submissions. **************.The resolution that I am looking for is to be reimbursed for the monies spent from paying the plumber in advance; a full refund for the purchase of the plan (so that I may find another Home Warranty Company; and for the Electrician to be paid for services rendered. I'm attaching my contract with Complete Care Home Warranty [Complete Care HW Policy #*********]; the email they send me of a blank reimbursement form [Claim Reimbursement email from Complete Care]; Email I sent back with attachments [My reimbursement Form Submission]; reimbursement form completed (by me) and sent back to them [CompleteCare Claim Reimbursement Form; and the Invoice from the Plumber [Proposal 1]. Let me know if you need a copy of my phone records to show each time that I Complete Care Home Warranty for status.
Business Response
Date: 10/25/2022
Dear *** *******,
We understand your frustration and after review of the first plumbing claim it says that the shower is not working. Please refer to our policy which states that we do not cover the fixtures which is the shower. Also, the second claim states that the sink is not working which is also not covered under our policy. We do regret that we will be closing these two claims.
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:

I wanted to inform you that I just read Complete Care Warranty's response to you. They have misrepresented their case to you. Please see information below:

Authorization Number for Electrician = ********
Claim Number for Plumber = *****
* I can only assume that the format is different because CompleteCare authorized the service call with one of their Electricians in their network; and the other is a reimbursement because I found someone outside of their network.

I have authorization numbers for each service that I contacted them for. If the services were not approved, then why did I receive authorization numbers? And in one of the cases, CompleteCare even emailed me a reimbursement form for one of the service jobs because they could not find a plumber to assist me right away.

I also have confirmation emails, from CompleteCare, that my "claim has been filed and to allow up to 48 hours for a technician to be assigned to my claim."

CompleteCare said that if I find a plumber first, they would just reimburse me once I paid the plumber. I have authorization numbers and emails with reimbursement forms attached to said emails. Again, if my services were not approved, I would not have any authorization numbers and/or emails from CompleteCare to submit reimbursement forms and receipts. .

Please let me know the next steps. Again, I want to be fully reimbursed for the service plan so that I may find a more reputable Home Warranty Service Company.

Thank you in advance.

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

Sincerely,

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

Customer Answer
Date: 01/01/2023
First attachment reflects the email that CompleteCare Home Warranty sent with my policy number and the Claim number associated with the Electrical Work that was approved to complete; along with the name of the ****************** that was assigned.
Second attachment reflects the email that CompleteCare Home Warranty sent to inform me that they were going to assign a technician. I called 4 times within a 2-week period because they could not find a technician. Upon contacting a few technicians myself, I found that the technicians were not taking any jobs from CompleteCare Home Warranty because they are notorious for not paying the technicians.
Third attachment reflects the email link that CompleteCare Home Warranty emailed me after they failed attempts for finding a technician. Complete Care Home Warranty also informed me that if I find my own technician, they would reimburse me for the approved services that is being rendered.
Fourth attachment reflects the claim reimbursement form that I completed and emailed back to Complete Care Home Warranty.
After reviewing the policy, I wanted to point out portions of Complete Care Home Warranty's stipulations. "Breakdown" refers to when a covered item becomes inoperable due to mechanical failure caused by normal wear and tear.
Below is another portion of the policy that states that I can find an independent service contractor (or technician) to do the work if Complete Care Home Warranty cannot find a technician for me.
REQUESTING SERVICE

4. In the event We authorize or request You to contact an independent service contractor to perform a covered service, We will provide reimbursement for an authorized amount of the cost You incur for the repair or replacement services. Acceptable proof of the repair and Your actual itemized costs must be provided to and approved by Us before any reimbursement will be paid. We are not responsible .........
I have other attachments that I would have liked to share, but your portal only allows me to submit 4 attachments. I have another attachment that reflects the ****************** still waiting on their payment for services rendered.

Customer Answer
Date: 03/03/2023
The business has not contacted me.
Initial Complaint
Date:10/12/2022
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.
On Dec 31, 2020 I purchased a Complete Care Home Warranty for my home for term: 01/31/2021 - 07/31/2024 at plan price of $900. On May 11, 2022, I requested an inspection of my washing machine and received an email that someone would follow up on the claim. I paid the $45 service fee for the service and was told it would be best to replace the washing machine and I would receive $125 dollars toward the replacement. I never received the $125 and called the phone number (**************) and it never rang and just dropped. I finally decided to contact BBB to see if they were not a reputable company to try to recover my money. I'm attempting to attach my necessary documents.
Business Response
Date: 10/25/2022
Dear *** *********,
After review of your claim we do see that it is listed under a dryer not a washer however we do not provide inspections for the systems. If you have an issue with either, please place the claim. You are always able to go through our reimbursement process.
Thank you,
CCHW
Initial Complaint
Date:10/12/2022
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 a home warranty policy policy on 03/05/2021 for a 5 year policy for $975. I have submitted 3 claims, none of which have been resolved. Now the business will not answer phone calls and I cannot reach anyone. I would like a refund.
Business Response
Date: 10/25/2022
Dear *** *********,
Upon review of your claims it shows that they were submitted in 2021 and all of which we never received the diagnosis for them therefore we were not able to process them to see if they were or were not covered. After 30 days they were closed.
CCHW
Initial Complaint
Date:10/12/2022
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.
Term Purchased: 2/25/21-2/25/27 Rate $1950. #********* *********************** ************** or ******************* ************** April 2022 We called CCHW for a plumbing issue: But the plumbers never called back. In May 2022 we called CCHW back and they said they would escalate the issue to another plumber. June 2022 This plumber called me, but then never came to the appointment (twice). I texted him that he was very unprofessional and should have called me. Never heard back from either company. We contacted CCHW again in Sept. 2022 about the same issue. She yawned and said to get my own plumber and then submit my receipts for repayment. We asked for her to email this information to us and we never heard from them again. Oct. ******************************************************************************************** have it turned off. We are beyond furious with this company. Not only have we been ripped off, but they continue to steal from people who have no idea what they are all about. We would love to get our Home Warranty policy money back. They took us and apparently a lot of others too. What is our next move? How do we go about getting our money back from them?
Business Response
Date: 10/25/2022
Dear ****************,
We understand your frustration however after review of your claim we do not cover the stopper or the sink. Your claim has been closed.
Thank you,
CCHW

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