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:08/31/2022

  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 made a claim for our microwave not working around June 13, 2022. Claim number *****. I paid the $60 to the assigned technician and was informed the microwave needed to be replaced. Was told I would need to arrange it because they didn't have someone in the area to do. Complete Care Home Warranty promised to send a check for $150 for the new microwave within 6 weeks. We then waited and no check came. At the end of July I contacted supervisor ***** who verified that we were to receive a check for $150 but requested another 6 weeks stating that checks are only sent once a month. I then called at the end of August when I still hadn't received a check. Was told the supervisor was unavailable. Over the course of a week I called 3 times....was on hold for well over an hour and never spoke to or received a call back from a supervisor. Then on August 29, 2022 I called again. I was told by the call center when I asked to speak to a supervisor that the call center had been unable to reach the supervisor for the past month and that they were no longer going to be working for complete care as of August 31st. The lady said that they were taking calls but had no ability to reach the company and help customers. She had no way for me to contact complete care home warranty to get my $150 dollars. This is fully unacceptable and ultimately fraud - like behavior by Complete Care Home Warranty. All we want at this point is to get our $150 and wipe our hands of this very frustrating situation.

  Business Response

  Date: 09/12/2022

  Dear *** *********,

  We understand your frustration and we will be happy to look into this matter for you.  We do have to verify that the check was not cashed and if it was not, we will be happy to send another check out to you.

  Thank you,

  CCHW

  Customer Answer

  Date: 09/14/2022

  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:

   The company has not ever issued a check and thus one was never cashed - this is easily verified but has not been done in order to reissue a check.  In addition, the company has not returned any phone calls or messages or made any attempt to contact me to resolve this issue other than the very vague BBB response.  This is an unacceptable resolution because I still have heard nothing or seen the $150 they owe per our contract.  

   

   

   

  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 and will be happy to look into this for you.  Once we have an answer we can contact you directly.

  Thank you,

  CCHW

  Customer Answer

  Date: 11/09/2022

  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 received no contact from Complete Care Home Warranty.  No one has reached out to us in writing or by phone.  I have continued to try to reach them by phone but have not been able to reach a person who even works for Complete Care Home Warranty.  I have still not received the $150 owed to me by Complete Care Home Warranty.  Thus, there is no resolve to this complaint at this time.  

   

   

   

   

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

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

• Initial Complaint

  Date:08/30/2022

  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.

  Entered into contract 7-27-20 thru 7-27-21 to be auto renewed each year. Put claim in on 8-30-22 and was told policy was cancelled 8-29-22. Reason: system decided not to renew. However if that were true it would have cancelled 8-1-22 as that would have been the beginning of a new term.

  Business Response

  Date: 09/12/2022

  Dear ***************************,

  We understand your frustration however since the policy was purchased on 7/31 it then expires the following year on the same date. 

  Thank you,

  CCHW

• Initial Complaint

  Date:08/29/2022

  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 bought 3 year plan from Complete Care Home Warranty ** in November 2021. I completely relied on the rating and the reviews. The company was rated as # 1. I can not understand now how they got this rating and positive reviews. It turned out that it is a fraudulent company. I had several problems with my appliances that supposedly should be covered, the company denied the payment. After 6 months, I cancelled the policy and was promised that I will receive a prorated check within 10 days. No check, nobody in the company to talk too. They sold a lot of polices and disappeared. Pure fraud! Complete care home warranty should be held accountable for this.

  Business Response

  Date: 09/11/2022

  Dear *** *********,

  Thank you for contacting us, we regret your frustration and we will be happy to look into this matter for you.  Once we contact our billing ***** we will be able to provide more information.

  CCHW

• Initial Complaint

  Date:08/29/2022

  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 bought the 6-year home warranty for *************************************************** (Policy #: *********). On Mar 4, I submitted a reimbursement request for an electrical claim. The home warranty approved a reimbursement of $300 but 6 months later, I have still not received anything from them. Later, when I needed a plumber and an electrician, I waited for two weeks and the home warranty failed to dispatch a technician as no technicians were willing to work with them. Hence, I decided to cancel the warranty on August 15. ****, from the cancellation department, told me over the phone that he will send me a refund of $1200 to my credit card within a week. However, after 1.5 months, I have not heard back from the home warranty, and my refund has not been issued. I have tried calling the home warranty and sending emails to ******************************* multiple times, but the phone operator told me that she has no idea of what was going on and told me that the only way to contact the cancellation department was through the email above. However, I have not received any response to my email. Every time I asked to speak to a supervisor, she said that the supervisor was not available. I would just like to have my full refund back and also a detailed explanation on how the refund is calculated.

  Business Response

  Date: 09/11/2022

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

  Thank you for contacting us and we regret your frustration.  Your refund is a pro-rated amount from the day you purchase your policy.  We are happy to look into the check for you however we will have to contact our billing department.  Once we do so we will have more information for you.

  CCHW

  Customer Answer

  Date: 09/26/2022

  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]

   The company has not given me an exact date as to when it will send my check to me. The case can only be closed once I receive my check. The company promised to send a check but it never arrived. The first check has been more than 7 months overdue but I have still not received anything from them.

   

   

   

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

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

  Business Response

  Date: 12/01/2022

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

  We will be happy to look into the claim you stated is owed to you and once we do we will send it directly.

  Thank you,

  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]

   I haven't even received the refund check that you supposedly sent many weeks ago. I have received every other mail except your check so I don't think **** lost the check. Now i am starting to question if you really did send it because many other customers have also reported not having received their checks. Please have someone give me a call to confirm or send me a check with a tracking number.. Alternatively, you can refund it to my credit card on file as you said you would in the past. You can also send it via PayPal. Please don't make me wait another couple of months. I've waited almost a year for my first check that never arrived and 6 months for this refund. Please stop being dishonest.

   

   

   

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

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

• Initial Complaint

  Date:08/26/2022

  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.

  my microwave has been out for the past couple months over six months they said theyre sending me a check nothing came in the mail they are very nasty and rude they do not live to the expectations and thats very sad I paid out of my warranty for a complete full year in full why is it taking them so long to retrieve and send my check they said they sent it it never came to my house why is this company existent and ripping off elderly people

  Business Response

  Date: 09/08/2022

  *** *******,

  We do regret your frustration and will be happy to contact our billing department in order to track the check for you.  Once we have done so we will need to verify that it has not been cashed, if you would like to skip this you can pay a fee to cancel the check for $35.  Otherwise, once verified we can then take the next step.

  Thank you,

  CCHW

• Initial Complaint

  Date:08/26/2022

  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.

  I had a serves agreement with complete care home warranty , was unable to fulfill their obligations and we agree to cancel the contract with the refund amount of 286 with in a month . I should receive the check in Jun 15 but they didn't send to me I call every week no one answer my call .after may try i got a person to talk and told me to email them , I did like 10 times didn't get any response now it is more than 4 months and didn't get my refund . Just need my money back

  Business Response

  Date: 09/07/2022

  Dear *** *****,

  We do regret any frustration that this has caused however after review of your policy we do see that a check was sent out.  If you have not recieved it we can either wait 90 days to resend another or you can pay a fee to cancel the first check for $35.

  Either way we will be happy to help.

  CCHW

  Customer Answer

  Date: 09/08/2022

  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:

  need to know the date they send the check  check numbers if it is possible the check pictures or proof so that I start to count ***************************** the same time waited 90 days but there is no check . 

   

   

   

   

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

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

  Business Response

  Date: 09/26/2022

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

  We are mailing a new check to you 90 business days from Sept. 7, 2022.  Once we have a check number we will be happy to update you.

  CCHW

• Initial Complaint

  Date:08/25/2022

  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 have called and been in hold for over 50 hours with Complete ********** I have made contact only once and was told that my contractor would be paid out for the work that they completed in March. They have yet to be paid and now I am receiving and invoice from the contractor. I have emailed all emails that I can find and have yet to get a response and it has been 3 months.

  Business Response

  Date: 09/07/2022

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

  We regret your frustration and are happy to look into this for you.  We will reach out to the Service provider and take care of this issue.

  Thank you,

  CCHW

• Initial Complaint

  Date:08/24/2022

  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 used a credit card to acquire three policies from CCHW. I'm still waiting on a refund check for $150.00 for one of the properties. I've been unable to get in touch with any supervisors for months, and my emails have gone unanswered. I've sent emails requesting for a prorated refund to cancel the other 2 properties, but I haven't received any responses. After waiting for hours to talk with a supervisor, my call was redirected to the customer service representatives, who informed me that they were unable to contact the supervisor. Please resolve the following issues IMMEDIATELY:- The email I sent seeking to have my two properties cancelled - Awaiting a $150.00 check for my third property.Despite my best efforts, nothing could be resolved.

  Business Response

  Date: 09/06/2022

  Dear *** ******,

  Thank you for contacting us however after careful review of your policies, there are no refunds that you are owed.  We do see that there was a check for an approved claim that was mailed to you for $155.  If you have not received that check, once we ensure that it has not be cashed we will reissue another one.

  CCHW

  Customer Answer

  Date: 09/07/2022

  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:

   

  To whom it may concern:

  I have not received a check for $155.00. Please ensure the mailing address is ***** **************, ****** **  ******

  Also, please process the cancellations for the below 2 policies:  Email below sent to you:

   

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

   

   

   

   

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

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

  Customer Answer

  Date: 10/17/2022

  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]

  Please give me a detailed calculation on how you come up the refund amount for EACH PROPERTY (***** **************************************). I HAVE A 6 YEAR POLICY FOR EACH PROPERTY, AND IF THIS ONLY THROUHG 20 MONTHS, THE FOUR YEARS REMAINING + IS ONLY 10 DOLLARS FOR BOTH PROPERTIES? 

   

  ALSO, PLEASE ISSUE THE ****** REFUND FOR MY CLAIM ON ***** CROSS ************, THIS HAS BEEN MONTHS. I HAVE INFORMED TRHOUGH THE BBB WITH THIS COMPLAINT ID THAT I'VE NEVER RECEIVED THE CHECK.   THE MAILING ADDRESS IS THE ********.  I HAVE BEEN PATIENTLY WAITING AND WAITING AND TIL NOW, NOTHING HAS BEEN RESOLVED, NO CHECK RECEIVE.  

   
  

   

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

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

  Business Response

  Date: 11/10/2022

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

  We are happy to assist and mail the check for a total of $20 directly to you. As we explained to you on April 22, 2022 you do not have any refunds available.

  Thank you,

  CCHW

• Initial Complaint

  Date:08/23/2022

  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 one year home warranty policy with Complete Care Home Warranty. The policy is still in effect until September of 2022. I called on 7/5 to report an issue with my clothes washer not working. They said it would be ***** hours to get a technician. Nothing happened so I called on 7/9, they said I should just get my own technician and file a claim for approval. That was done on 7/15, and an estimate was created by the technician and submitted with the Claim Form, and all requested info from the form. I called and was told it would be ***** hours for review. Called again, and was told that they needed the model and serial #s. That was provided and was told it would be ***** hours for review. I called a few days later, and they couldn't find the serial number so I sent a picture of the label, and was told it would be ***** hours for review. Waited again, and called back and was told it would be ***** hours for review. The last time I called, they said they are only a call center in ***************, and they are not getting any information from HQ of the company in NJ. As well , they have no number for me to call for anyone in a position of authority. All in all, i called 14 times, and received the message "it would be ***** hours for review".

  Business Response

  Date: 09/05/2022

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

  We do regret any frustration however we understand that you are requesting a little over $300 but we do not have a proper diagnosis.  We will need to speak with the tech or have the diagnosis sent to us.  The tech can email it to *******************************.

  Thank you,

  CCHW

  Customer Answer

  Date: 09/14/2022

  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:

  We have continued to send the notice that the control board does not work, and there are no additional details. The company continues to ask for additional items, and I have sent them, and still no proper response. The only comments received are from the  agent on the phone stating they have no control and the home office does not respond, so the phone agent has to deal with angry customers. AN additional email has been sent to the email address  provided detailing that the control board does not work, and the repair request should be honored. 

   

   

   

   

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

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

  Business Response

  Date: 11/08/2022

  *** ****,

  Kindly please send through the BBB the diagnosis that was provided to you and we will determine if it is covered.  Please note we will need a reason for the system to have failed not that a part needs to be replaced.

  Thank you,

  CCHW

  Customer Answer

  Date: 11/09/2022

  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]

  
  

   The quote does state that the main control board assembly is not working AND a new part must be ordered.  There is no reason given as to why it doesn't work, but it does not work, so the washer does not work. The technician did mention verbally it is like the transistors were the issue. 

  
  

   

  
  

   

  
  

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

  
  
  
  Sincerely,
  
  
  
  **** ****
   
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:08/22/2022

  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 bought a 1257. Policy for 3 years coverage with a special option to cover a free standing ice maker. I never was able to place a service call that was responded to. I was told to try and find a vendor and they would reimburse. I cancelled after weeks of haggling over claims they could not service.
  I was told I had a 650. Refund. Coming.
  
  I’ve called repeatedly and everytime you get thru after very long wait times, they tell you that Customer service Dept is not available and they will call back. I’ve left no less than 12 messages over 3 months. Never a return call.
  
  These people are ruthless with the constant lies and runaround so you never speak to anyone other than the person who answers the phone. ***** had answered numerous e times. Always same spiel but on 3 occasions I was told refund check was out eased and would be mailed.
  
  These people have no shame in hustling innocent consumers. Some governing body should stop these crooks. (See attached docs)
  
  Please help.
  Thanks
  *** ****

  Business Response

  Date: 09/05/2022

  Dear *** ****,

  We do regret your frustration and we are happy to look into the refund you are expecting.  We will contact our billing department and request another check be mailed to you.

  Thank you,

  CCHW