Complaints

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

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  Complete Care Home Warranty LLC

  1908 Coney Island Ave Brooklyn, NY 11230-6513

• 

  Complete Care Home Warranty

  1090 King Georges Post Rd Ste 706 Edison, NJ 08837-3722

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:09/08/2022

  Type:Order 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.

  june 1 2022 paid for plumbing 500 dollars never reimbursed july 1 2022 paid for ac work never reimbursed

  Business Response

  Date: 09/22/2022

  Dear ************;******,

  We do regret any frustration however before you pay for the repairs they need to be approved by our company.  We have not received any information before you paid for them to be done.  We are not able to provide you with the reimbursement.

   

  CCHW

  Customer Answer

  Date: 10/04/2022

  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]

  Thank you for the follow up regarding Complete Care Home warranty. I have three claims against them. Stating that I didn't contact them is wrong. I purchased a three year policy and

  had coverage on two different homes. I have phone records on the calls that were placed on the day I had to find my own contractor. I also have affidavits from, the plumbers and air conditioner guy stating we made the pre-authorization calls for work approval. One was on a weekend and they said to reach out on the next business day. You call in and they give you a claim number and send a claim form to submit.

   

   

   

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

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 11/07/2022

  Mr. ******,

  Upon review of your claims it shows that they were not covered under our policy and also you had the work done without authorization.  We are not able to assist with those claims.

  CCHW

  Customer Answer

  Date: 03/28/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Complete Care Home Warranty LLC regarding complaint ID ********. I have tries several times by both phone and email. No response.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:09/08/2022

  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.

  Contract # ********* / Contract Holder Name: ********************* / Filed two home warranty claims on Aug 10, 2022. #***** and #*****. According to Terms of Service Agreement they should have contacted a Service Contractor within 48 hours. It is now Sept 8, 2022 and I have yet to receive a contact. Cannot talk to ******************** Can only send them emails, which I have done 2X and still no reply. Their *************************** acknowledges the claims, but nothing has moved forward. One claim is for a clothes washing machine and the other is for foundation seepage. Cannot talk to anyone in the company other than their customer service reps - who have not been able to provide any assistance with moving forward with my warranty claims. Have provided my email address as well as cell phone number to them and have yet to receive any response from them to resolve these home warranty claims.

  Business Response

  Date: 09/22/2022

  *** *******,

  We understand your frustration however since you are not the policy holder we are not able to provide any information to you.

  Thank you,

  CCHW

  Customer Answer

  Date: 09/23/2022

  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:

  I am not the owner of the policy - however - I am the owner of the property on which the policy was issued.  What is the correct procedure to submit claims?  Prior to this response no one has provided any response to my repeated requests to resolve this matter.  Your customer service staff simply informs me to wait for a response from the "dispatch department".  I have never received a response from your "dispatch department".  If the owner of the policy (who no longer owns the home) is required to submit claims then please provide that information to me and I will forward it to him.  Thank you.

   

   

   

   

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

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Customer Answer

  Date: 10/10/2022

  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 ownership of the policy has been transferred to me.  I am the owner of the policy.  Will you please respond to our requests for claims and have service technicians contact us.  Thank you.

   

   

   

   

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

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 10/27/2022

  *** *******,

  We regret to inform you that our policy does not cover leaks from the water heater.  We have closed the claim as this would not be covered.

  CCHW

• Initial Complaint

  Date:09/07/2022

  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.

  This is a Criminal Operation: What I paid for is not what I have received. That is a piece of mind. I purchased a Complete Care Home Warranty Policy Instead of Renewing my ***** Home Warranty because ***** failed to send someone to replace my water heater that went out. After several days they decided to send a check instead of doing the job. The Complete Care Home Warranty salesman sold me on that this would not happen with your policy and It did. The salesman also sold me on that all my appliances that was being covered were cover under your policy even as I explain the age of my appliances. The first claim I submitted was for the washer being out of balance. I paid the $45 service fee and it was an easy fix for the technician so he completed the job by using a $1 spring. The next claim I submitted was for my dryer timer that was not working. The technician came out and said it was the timer and he needed to get the parts and would get back to me and reschedule. I told him that the part was available here in town as I already looked into it and what the cost was for the part. Several days went buy so I called customer service and was told that the repair was not going to be done because my dryer was to old to fix. I explained that the fix was simple and the parts are available I was told that I would be getting a check for $150. I was not happy with that as I explained that I was sold a Warranty on the Appliances I have covered and now that the Appliances will not be repaired do to there age that you will over a payout instead. This is not what I am paid for. I was transferred to **** because I wanted to Cancel my Policy at that time. **** offered me $250 to cover the cost of getting a new Dryer and to keep my from canceling at that time. You also told me that the check would be sent out in 8 weeks well **** the check never came. Cancel Policy#********* Refund me 5 years back at $325x5=1,625+250=$1,875 back to my account. The $250 is for the Dryer payout.

  Business Response

  Date: 09/21/2022

  Dear *******************,

  We regret your frustration however if you cancel the policy at this time your refund for the policy would be $221 and if we take the check that is owed to you which would be $150, your refund would be $371.  If you still would like to cancel, we are willing to assist with that.

  We wait your response.

  CCHW

  Customer Answer

  Date: 09/25/2022

  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

  Hello, What do you mean if I cancel my policy I would only get back $221? The 6 year policy is paid in full... Also why are you saying I would only be getting a check that is owed for $150 - it is $250 owed for months...

  Please clarify why i would not be getting a refund for years not used on the policy? The first year of the policy is all I should have had to pay for... That is why I am requesting a Refund of 5 years back at $325x5=1,625+250 Owed=$1,875... Lets put this past all of us before I have to go to the *********** for help from there Consumer ******************* to get a resolution...

   

   

   

   

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

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business Response

  Date: 10/10/2022

  **************,

  We regret your frustration and we do see that there was a claim for the $250, not $150.  If you would like to cancel your policy we would add the $250 to the refund which would make the refund $163 (actual refund) plus the $250 (claim amount).

  Please contact us for more information.

   

  CCHW

• Initial Complaint

  Date:09/07/2022

  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 home warranty policy with Complete Care. My garage door was not functioning. I called to place a claim and they said they would assign a contractor to fix the problem. I waited for a couple of days but they never assigned a contractor. I called and they said I could use the reimbursement method. I could choose my contractor and be reimbursed. I did as I was instructed. The contractor diagnosed the problem and I called and emailed the authorization department to get approval. I didn't receive a reply so I called customer service and they told me the authorization department was not functioning at present. They told me to email the claim form and invoice to them. It has been almost 5 weeks and I still have not received reimbursement. When I call they always say it is under review. I have emailed and called numerous times and cannot get any answer on when I will receive my reimbursement. This warranty company is very unprofessional and nonresponsive. Thank you

  Business Response

  Date: 09/21/2022

  Dear **. ******,

  After reviewing the invoice it shows that there were hinges and springs that needed to be tightened and replaced.  We regret to inform you that this is considered to be maintenance for the tightening and our policy does not cover the springs.  As a goodfaith gesture we have added a onetime free service call to your policy however this claim has been closed as not covered.

  Thank you for your understanding.

  CCHW

• Initial Complaint

  Date:09/07/2022

  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 been receiving your flyers under my deceased father-in-law, He didn't live in our home at any time. He passed away in 2017. This is so hard for my husband to keep getting these flyers & be reminded that his dad is dead. Stop sending us your flyers. Stop sharing/selling our address. Remove our address from you mailing lists permanently.I think it's a SCAM.

  Business Response

  Date: 09/20/2022

  Dear *** and **** ******,

  We do regret any frustration that this has caused and very sorry for your loss.  We will take you off our mailing and email list.

  Thank you for letting us know.

  Complete Care Home Warranty

• Initial Complaint

  Date:09/07/2022

  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.

  Hi I did buy compete home warranty tearm 5 years from 09/12/2021- 09/12/2026 and the service was bad , so I want to cancel. I called and sent cancellation form since 3/30/22 I didn't get the refund, no body answer or reply. Finally in 6/22/22 I was able to cancellation department and they sent me cancellation letter stated that my policy was canceled and I will get my refund 4-6 weeks. Since then still no refund. I tried to call for follow up they let me talk to customer service only , they said cancellation department not available and told me to send an email which is I did , but nothing happens. I would like to know when I will get my refund back please. My policy #*********. Thank you.

  Business Response

  Date: 09/20/2022

  Dear *** *******,

  We understand your frustration and are looking into the refund check for you.  We do see that there was a check mailed however we have to verify that it was not cashed and once we do, we can mail a new one to you.

  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:

  [

   

  To whom it's *** concern, I am following up my complaint, still didn't get my refund. Thank you.

   

  ID #********.

  ]

   

   

   

   

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

  
  Sincerely,
  
  **** *******
  
  
  
  
   
  

  Business Response

  Date: 11/14/2022

  ******* ***,

  Thank you for your response.  We have contacted our billing **** and once we determine that the check was not cashed, we will be happy to send you a new one at no charge.

  CCHW

• Initial Complaint

  Date:09/06/2022

  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 08/05/2021 I filed a complaint that my bathroom sink was clogged and the sink was leaking. Complete Care assigned ****'s Plumbing who was not able to come out 08/10 at which time the plumber told Complete Care the problem and gave them an estimate of cost of repair over the phone. Complete Care said he would have to email the estimate which he did. Since then multiple phone calls and emails (emails from me and from the plumbing company) have brought no results. When I call I am told by the operator that she will escalate issue and when I ask to speak to a supervisor I am told I can't. Nothing is being done and that problem still exists.On 08/16/0222 I discovered water around my well pump so I called and filed a complaint that day. I received an email stating the following: "Dear ******* Thank you for choosing Complete Care Home Warranty! Your claim has been filed for Well Pump. Please allow up to 48 hours for a technician to be assigned to your claim. Once a technician is assigned, you will be notified via email with their information.Thanks Complete Care Home Warranty" but no technician has been assigned to this date. I contacted the ********************* of ********* and they told me that this company was told to cease and desist selling in this state but because I signed up with them before the order was given they can do nothing to help me. Please, I need help but I don't know where to turn.

  Business Response

  Date: 09/20/2022

  Dear ****************,

  Upon review of your claim we do see that the sink was leaking however according to our policy, we do not cover this issue.  We have closed this claim for you.  In regards to the second claim for the well pump, since we are not able to locate a tech for you, you are welcome to use our reimbursement option.  You would locate a tech, contact us before the work is done and if approved, we will tell you the cost that we are offering to send to you.

  Thank you,

  CCHW

  Customer Answer

  Date: 09/21/2022

  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 drain blockage repair was not authorized. It was blocked for over a month so I finally called out a plumber and fixed the problem at my expense.

  Complete Care did not offer to have me pay for the service on the pump. They would not even communicate with me beyond my several calls when I spoke to an operator who said my concern would be escalated.

   

   

   

   

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

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 09/29/2022

  ***************************,

  We understand your frustration however since the repair was not authorized, we cannot offer to assist.

  Thank you,

  CCHW

• Initial Complaint

  Date:09/06/2022

  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.

  Paid for warranty year in advance. Had a electrical issue in garage where I had no electric, I also have food storage in freezers and refrigerator in garage. Called to submit a claim, was told the soonest company could come was 12 months out. Called back and was told I could have a licensed electrician out and they would reimburse the charges. Over $1200 later Im now told Im not going to be reimbursed! What a waste to pay for a home warranty that holds a fraudulent contract!! Decided to cancel the home warranty and all they want to pay back is $80. Ive been with this warranty company for over a year. Very dissatisfied!!!

  Business Response

  Date: 09/20/2022

  Dear ***************************,

  We regret your frustration however after reviewing your claim and your policy we do see that you placed a claim for the electrical issue but you did not get approval for the actual repair.  Our reimbursement process allows the customer to use their own tech however they must contact us before any work is done to get approval.  According to the claim, you did not do this and proceeded to have the repair completed.  

  In regards to the policy cancellation, your policy was cancelled and we are in complete compliance with our terms and conditions.

  CCHW

• Initial Complaint

  Date:09/01/2022

  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.

  Date of transaction: September 15th 2021 The amount of money paid to the Complete Care Home Warranty: $2400 Promised benefits from the company:Policy Number: ********* Policy Holder: ********************************* Coverage Address: ******************************************************** Plan: Combo Optional Coverage: Septic System, *************** ******* Roof Leak.Date of claim created: Aug 22nd Nature of the Claim: ******* roof leakage.Problem with the business: Claim needs to created by calling the company phone number:**************. They won't send any email with claim number. Customer can't submit a claim from their website. I have been calling everyday from Aug. 22nd 10 times a day to ask them to respond to my claim (ie. ******* roof leakage). They say that they are looking into claim, that's it and they are saying the same sentence from 22nd Aug. One time receptionist transferred me to their supervisor asking me to leave the message, I left message 3 days back until now there is no response from anyone. Company promised that they will respond in 48 hours when they got me enrolled into the policy.Whether or not business tried to resolve the problem: No, it's been 11 days about roof leakage claim, no response until now. Claim number: ***** Account: Policy Number: ********* and Claim # *****

  Business Response

  Date: 09/14/2022

  Dear ** *********,

  We understand your frustration and although we are activily searching for a technician to assist you, you are welcome to use our reimbursement option.  You would find a tech to go to your home and provide us with the diagnosis.  We will then advise if it is a covered claim or not.  If it is, we will explain how much we are providing towards the claim.

  Thank you,

  CCHW

  Customer Answer

  Date: 09/16/2022

  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:

  How come Complete Care Home Warranty company responded through BBB? I have been trying to reach out to them for the two months.  Why didn't they let me know with alternative options by email.

  In their system, they have my email, phone number , address, so they could have respond to me with explanation. Typically whenever customer creates a claim companies acknowledge the claim and send a response with a claim number and additional information how to go about the claim. This company doesn't communicate with customers, I never received any email after a claim was submitted.

  Finally after waiting for 2 months, I have cancelled the Policy and cancelled on 1st Sep by sending an email to ******************************* with all required information. Until now there is no response from anyone either through email or phone. Every time you call their ************** some third party vendor company reps receives the call and says that they don't have access or any updates. I left multiple voice mail requests but no cared about responding to my Policy cancellation request.

   

   

   

   

   

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

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business Response

  Date: 11/10/2022

  *********************************,

  We understand your frustration however since you have a chargeback against us, you have received your funds back and we are not able to assist you.

  Thank you,

  CCHW

• Initial Complaint

  Date:09/01/2022

  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.

  This company is a SCAM. I paid for my policy up front for several years ahead. I have placed a claim and my claim had been on hold and not getting authorized for more than a month. I called them so many times to only be told Ill get a call back which I never do. I emailed them twice as well and also never got a reply. I also tried to email sales department to cancel my policy which I was told I could cancel anytime and get a refund for the remaining years but they also never emailed back. And when I called back they said theres nothing they can do about their staff not replying to emails. I even left a message for the manager which also never got back to me.

  Business Response

  Date: 09/14/2022

  Dear ***** ***********

  We do regret your frustration however after review of your policy, there is no refund however you are still able to cancel if you would like.  In regards to your claim, kindly send the diagnosis to ******************************** for further review.

  CCHW