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:08/12/2022

  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.

  We filed a claim with complete care home warranty under the warranty we were given by our realtor (who purchased it for 500$) for our broken dishwasher on July 11th, 2022 and were assigned a contractor I did not want coming to my house after a previous negative experience that I told them about. They told me it was the only option or I would have to pay for my own - ok, fine. The contractor was a no show for the first appointment and after multiple calls, came out the following week on July 27th, 2022. He determined the dishwasher was an electrical issue and needed to submit diagnosis. The warranty company said it would cost 60$ for him to come but he charged me 65$. He never submitted a diagnosis. I have called complete home care's customer service line every day since Friday, August 5th to get this dishwasher fixed. They have told me they can not do anything about it with out diagnosis. The contractor will not answer my texts or calls and is not contacting warranty. Warranty company told me that a new contractor would be dispatched 48 hours after their attempt to contact him - the 48 hours ended Tuesday at 3:07 according to the warranty company. I or someone on my behalf (realtor) has not gotten another contractor dispatched and has called Complete Care Home Warranty every business day since last Friday. Every time I talk to customer service they tell me it is not their job to dispatch someone but they will make a note in the file. I asked to talk to a supervisor and waited on the line for 45 minutes with no answer. My realtor who gave us this warranty has also been experiencing the same lack of communication. This company seems like a scam and will not help get this claim moving and our dishwasher fixed.

  Business Response

  Date: 08/23/2022

  Dear *** ****,

  We do regret your frustration however after reviewing the claim it seems as though we are not able to reach the new technician that was out and we will need a diagnosis.  Kindly have the technician contact us so we are able to settle this for you.

  Thank you,

  CCHW

  Customer Answer

  Date: 08/23/2022

  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:

  [Your Answer Here]

   I have called you all multiple times about the technician not answering me. You have also contacted the technician about getting a diagnosis and he has not responded to you. I was informed by your customer service rep that within 48 hours of your attempt to contact him, I would be dispatched a new technician which would have been August 9th.   That never happened. Every time I called your customer service team, they just kept saying they would put a note in my file and that dispatching was not their job. My realtor even began calling you guys. He and I both asked to speak to a supervisor with no luck.  I will not accept your response and this matter is not resolved AT ALL.  Quite frankly, your response on here is offensive and its obvious you have not looked at the notes in my customer file - or I wouldn't be surprised if you guys don't track any of what your customers say. 

   

   

   

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

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

  Business Response

  Date: 09/07/2022

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

  We do regret any frustration that this has caused and we will be happy to contact our authorization department for you.  If you are unhappy with our service we can offer you a pro-rated refund which would be $100. Kindly let us know.

  Thank you,

  CCHW

• Initial Complaint

  Date:08/11/2022

  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 company has repeatedly ignored all of my claims. I first tried to get my washing machine fixed and was told they would send a technician. They email a technician info to me, the gentleman said this was out of his area. That was 3 months ago and still no response from this company. Called again on Tuesday August 9th to service my air conditioner I was told they would be in touch in 24/48 hours. I have repeatedly called and still cannot get service. I am reaching out to bbb to mediate before I take further action.

  Business Response

  Date: 08/23/2022

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

  We do regret any frustraion that this has caused however we are unable to locate your policy.  Kindly provide the policy address or policy number.

  Thank you,

  CCHW

  Customer Answer

  Date: 08/24/2022

   

  The policy address is **** ******************************** ********** ******** ***** 

  Customer Answer

  Date: 09/11/2022

  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:

  [YourI ************************* purchase a property from ***************************** and revised this home warranty as part of the settlement for the pto at **** **************** Drive. This was related to the company and they have opened a ticket for my my dish washer and then my washing machine . Advice me that they would update the file. The warranty was purchased as part of the home sale - and they are aware. If they need proof then I can provide that as well nswer Here]

   

   

   

   

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

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

  Business Response

  Date: 11/11/2022

  We have emailed a transfer form to the email that we have on file.  Kindly submit it to *******************************.

  Thank you,

  CCHW

• Initial Complaint

  Date:08/11/2022

  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 this policy under false pretense was told that if item cost more to fix, then they will reimburse cost to purchase new one. My dryer broke down over 3 months ago. They approved to pay only $100 I have not received the check. Theres only one person (******) that can give claim updates. Called over a dozen times would be told, youre the next person, only to be on hold for hours (no voice mail). Representative left several message to ***** to call me back (she doesnt call back). Was advised to email her no reply. When asked for ******* manager they dont have that info. Asked for the **************** a few times was told they are not answering at this time or they are unavailable.I have been extremely patient spent countless hours trying to get my $100. They left me no choice but, to report them. I hope to hear from them soon.

  Business Response

  Date: 08/23/2022

  Dear ********,
  At Complete Care Home Warranty, our mission is to provide our customers with peace of mind from everyday expenses.  We offer a one-year service contract which helps with the cost of unexpected repairs or replacements of major systems and appliances that break down due to normal wear and tear.  We offer various service plans that can meet our customer's needs, all of which cover mechanical failures for each type of system or appliance listed under covered in the Terms and Conditions, which can be found online at: *****************************************************************.
  We do regret your frustration and have looked into the check that you were expecting.  We do see that this check did go out.  If you have not received it as of yet we ask that you wait 90 days for the check to be void or pay an additional $35.
  Thank you,
  CCHW
  
  

  Customer Answer

  Date: 08/23/2022

  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:

  [Your Answer Here]

  The check in question is for claim in April.  I spoke w. ****** (supervisor) on June 29th, confirming claim has been processed and check will be mailed out on August 1st.  Since then, I have been put on hold for hours, left messages and emailed over a dozen times without any response. When was the check mailed out and what is the check number? Check should have arrived by now. Ive been waiting 4 months I should not have to wait another 3 weeks.   

    

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

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

  Business Response

  Date: 02/13/2023

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

  We do regret any issues that you have had with contacting us however we have not blocked any numbers. We are looking into the issue you have stated and you are able to contact us via email at *******************************.

  Thank you,

  CCHW

  Customer Answer

  Date: 02/15/2023

  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 As stated several times, no one has returned my calls or emails. I just get the same response on BBB that youre looking into it. Its only $100 claim from April 2022. Please mail out check asap. Thank you.

   

   

   

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

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

• Initial Complaint

  Date:08/11/2022

  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.

  Our ** has gone out here in ***** where temperatures are over 100 degrees most days. They said they needed to approve an estimate before any work could be done on the ** units. We submitted that estimate a week ago and we still have no approval and we can no longer afford to stay in a hotel. We have three small children and pets living in this house. Today the temperature is 99 degrees and no working **. We can not get it fixed until the approve for the work to get done because if they dont approve it and we start the work before approval they will not reimburse us for the cost of the work. I sent more then one email and have called multiple times to stay on hold for hours, and to have people pretend they cant hear me, and some just pretend to pull up my account right as they hang up on me. I have three kids to take care of in the awful heat and I am currently on hold for the ****** today with the 3rd phone call because I got hung up on twice before at the 1hr **** each time. Thats just today thats not counting the other days I have wasted hours and hour calling and recalling just to get hung up on. We need our approval so that we can get our ** fixed.

  Business Response

  Date: 08/23/2022

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

  We do regret your frustration however upon review of your claim we do see that you spoke with a Supervisor and she explained to you that this claim would not be covered due to the fact that it is maintenance related.

  Thank you,

  CCHW

• Initial Complaint

  Date:08/11/2022

  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 not doing what they say they do. I contacted them 8-3-22 and they gave me a claim#***** for my toilet not filling up with water. They were to contact me within ***** hrs. They did not contact me. I called 8-7-again TT June she said to wait ***** hrs more or I could call & get someone to say they would do it but they would have to approve them first. I called back again on 8-10-22 I didn't get an answer the line then went dead. Last time I used this business they sent a plumber named *** to do my first repair. I am calling him again to do this repair and I have to pay out of my pocket. So then I called the BBB.I want to cancel my contract with Complete Care Home Warranty. I paid them $2,250.00 to have this service for 6yrs. I want that $2,250.00 refind back to me for them breaking their end of the contract & not getting a serviceman to my home for repair. I only have used this service 1 time. 2nd time they broke their end of the contract.

  Business Response

  Date: 08/23/2022

  Dear *** ******,

  Upon review of your policy, you currently have a refund of $1000.  Since you have used the policy and have been covered we are not able to provide a full refund.  If you would like to cancel, kindly respond and we will do so for you.

  Thank you,

  CCHW

• Initial Complaint

  Date:08/10/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been waiting since April for my money for a claim. I was told the checks would be sent out on August 8. I have been calling and each time I am asked why I am calling and I tell customer service and I am put on hold for 60 minutes or more. I have not spoken to a supervisor. I feel that customer service is screening the phone calls I just what my monet

  Business Response

  Date: 08/23/2022

  Dear ******************,
  At Complete Care Home Warranty, our mission is to provide our customers with peace of mind from everyday expenses.  We offer a one-year service contract which helps with the cost of unexpected repairs or replacements of major systems and appliances that break down due to normal wear and tear.  We offer various service plans that can meet our customers needs, all of which cover mechanical failures for each type of system or appliance listed under covered in the Terms and Conditions, which can be found online at: ********************************************************************
  We do regret your frustration and have looked into the check that you were expecting.  We do see that this check did go out.  If you have not received it as of yet we ask that you wait 90 days for the check to be void or pay an additional $35.
  Thank you,
  CCHW
  
  

  Customer Answer

  Date: 08/30/2022

  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 first check for my washing machine was in April. I never received that  check and I did agree to wait for the check for 90 days. I did wait the 90 days. I was told that my check would be sent out on August 8. I have not received that check.

   

   

   

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

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

  Business Response

  Date: 09/29/2022

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

  Thank you for your response and we will be happy to look into this issue for you.  Once we have an answer, we will be happy to reach out to you.

   

  CCHW

• Initial Complaint

  Date:08/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In short, I place my first claim with Complete Care Home Warranty on the morning of 7/29/22, for a leaking water heater. As of 8/4/22, I'm still waiting for someone at this company to answer my pleas to assign a contractor. I spoke multiple customer service representatives and a supervisor '*****'. I waited hours on the telephone, and once while waiting for '*****' for an hour, my call was disconnected. I've also asked a representive for the corporate office telephone number, but it ended up being a different customer service line. I've even sent an email to the company.Yesterday I spoke to '****', and asked that she send an email on my behalf to supervisor '*****', to return my call and provide me the corporate office telephone number. Though the company did assign a contractor on 8/1/22, when I called they told me they don't do business with Complete Care Home Warranty, due to problems. I called the warranty company to ask for a new contractor right away. Still waiting. This is a huge violation of contract.

  Business Response

  Date: 08/16/2022

  Dear *************************,

  We do regret your furstration however after we read your complaint we have to inform you that we do not cover leaks from the water heater.  Due to this we have to suspend your claim. If you are sure that the water heater is not leaking, please kindly respond and we will reopen the claim. 

  Thank you,

  CCHW

• Initial Complaint

  Date:08/03/2022

  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 needed my washing machine fixed, since it was over 10years, Complete Care Home Warranty said they would not fix it and they would send me a check for $100.00 towards a new washing machine. I accepted and they never sent the check. I called them on 8/3/2022 and was on hole for over an hour. I called back and still on hold for another 30 minutes. They took my money every month, now it seems they don't want to pay out. They are RIP OFF.. DISHONEST PEOPLE/COMPANY..

  Business Response

  Date: 08/15/2022

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

  We do regret your frustration and we are happy to look into the check for you.  Once we have an answer, we will be happy to reach out to you.

  Thank you,

  CCHW

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is about COMPLETE CARE HOME WARRANTY I have a ac problem no one has called I can get only their call center on the line I have paid 900 dollars for a 4 year contract my house is 90 degrees Im at a lost what to do

  Business Response

  Date: 08/11/2022

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

  Thank you for your correspondence.  After reviewing your records, we have noted that your claim was assigned to Best Air.  You can contact them directly by calling **************** or emailing them at:  *******************.

  Thank you for bringing this to our attention.

  CCHW

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company owes me money for replacing appliances. It's been over six months and I haven't received anything. They owe me a total of $1,480.00 In the beginning, a sales person reached out to me to sell me this company's services. He assured me that Complete Care Home Warranty repairs or replaces broken appliances. I fell for it and signed up for a two-year services with them. So far, I have filed at least four claims with them, and they have not repaired or replaced appliances. Instead, they offered me credit back. Please go to back to their recorded lines, where they assured me that they will cut me a check for all below claims:For the ******* unit: they offered me:$150 credit for the dishwasher $275 credit for washer/dryer $595 reimbursement toward sink and shower repair For Chalet Unit:$150 credit for electrical claim $310 reimbursement for toilet repair I spent $60 every time their vendor went out to investigate the issues of these claims, and after that, nothing happens. As of today, and several months later, this company has not provided me with a response on the status of these reimbursement. Every time I call the number provided, I am put on hold for over two hours. When I reach *****-the only manager there-she assures me that "the checks will go out this month." I call her every month and she states the same thing. This company is a scam! Please investigate all the cases and reviews from poor consumers who have fell for their scam. It's such a shame that this company is still legal and thriving to rip off victims without the attorney general stopping it.

  Business Response

  Date: 08/11/2022

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

  Thank you for your correspondence.  After careful review of your policies, we only see one check that was mailed in July.  If you have not received this check, kindly let us know and we will reissue it for a transaction fee of $35.00 or you can wait an additional 90 days from today for it to be reissued.

  Thank you,

  CCHW

   

  Customer Answer

  Date: 08/12/2022

  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 representative's response has ignored all of my concerns and does not address anything. As I have stated, I have filed MORE THAN ONE CLAIM since February 2022. Per my concern above, homecare warranty owes me:

   

  For the ******* unit: they offered me:
  $150 credit for the dishwasher
  $275 credit for washer/dryer
  $595 reimbursement toward sink and shower repair -EMAIL AND INVOICE ATTACHED 
  
  For Chalet Unit:
  $150 credit for electrical claim
  $310 reimbursement for toilet repair-EMAIL AND INVOICE ATTACHED 

  I have called more than sixty times since February and have informed the company that I did NOT receive any checks. They gave me the same answer since February: we sent you ONE check (out of all claims I filed) so if you didn't receive it we will reissue at a cost. 

  I told them that I will wait for the check-as of today, and six months later, I have not received the check the representative is speaking of, nor have I received anything else. Every time I call, they give me the same answer and tell me to keep calling the next month to see if there's any update. I have been calling every month after that and nothing. 

   I would like a refund of ALL CLAIMS and an UPDATE on where are my checks? not ONE check, ALL checks?

   

   

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

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

  Business Response

  Date: 08/25/2022

  Dear ***********,

  We do regret your frustration however after reviewing your two policies we do see that there is one check for a goodwill that we have offered.  This check is in the amount of $150 and after contacting our billing department they have assigned check number **** to be mailed out to you.  In regards to the other checks you have claimed, once again we do not see that they are in our system but we will review your emails.

  Thank you,

  CCHW

  Customer Answer

  Date: 09/27/2022

  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]

   You have access to all the monitored lines in which you can easily pull up the conversations I have had with the manager at Complete Care Home Warranty. At this point. I am requesting full refund and I will be seeing you in court. 

   

   

   

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

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