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 has 2 locations, listed below.

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  Complete Care Home Warranty LLC

  1908 Coney Island Ave Brooklyn, NY 11230-6513

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  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:07/11/2022

  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.

  In May '21, I placed a claim for an electrical issue. A couple weeks later I received notification that they did not have a contract with an electrician in my area. The supervisor told me to find an electrician and when that individual come so my home to dx/repair the issue we'd call to speak with a supervisor who would pay the electrician through a special credit card. The electrician came to my home on a weekend. Upon calling the warranty company I learned they do not have a supervisor working on weekends, so the simple solution the supervisor offered did not materialized. I later learned that the credit card had been "compromised" and was no longer an option. Fast forward to several months later (September, October '21?; i.e., 3-4 months after claim originally filed) I received checks from the company for reimbursement of the repairs after calling EVERY Friday to press the issue. Now fast forward to June 28, 2022. I called to start a new electrical claim. I was told I'd get an email about the electrician assigned to my case within 48 hrs. When that didn't happen I called back last Friday to follow up (7/1/22). I was told the claim was declined because I had maxed my allotted amount for the year. When explaining the situation to the rep, she did some research, spoke with some people and said the claim will be started and to expect an email in 2 business days. That didn't happen, so today, Friday July 8, 2022, I called back and was told it was declined because although the current claim was initiated over a year after the 2021 claim, because it didn't get paid until the Fall '21, I was still in that 1 year window, so the claim was declined. I requested to cancel my policy at this time and get a refund. I was transferred to that ***** No answer after 44 min. Have gone back and forth a couple more times and have still not been able to cancel my policy and given the months it took the last time to resolve an issue, I'm hoping the BBB can help expedite this process.

  Business Response

  Date: 07/22/2022

  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: ********************************************************************
  Upon reviw of your policy, it shows that if you cancel as of today you do not have a refund, this according to the terms and conditions of our policy. If you would still like to cancel, we can process the cancelation for you.  Please kindly either respond or contact us.
  We regret any frustration that this has caused you, if you have any other questions, please feel free to contact us.
  Thank you,
  CCHW
  
  

  Customer Answer

  Date: 07/27/2022

  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]

  According to the service contract:

  Term: 03/27/2021 - 03/27/2027
  Rate: $1750

  CANCELLATION
  1. This Agreement may be cancelled by Us for the following reasons: (i) nonpayment of Agreement fees or other breach of this Agreement by the customer; (ii) nonpayment of
  Trade Service Call Fee, as stated in section IV; (iii) fraud or misrepresentation by the customer and/or customer representative of facts material to the issuance of this Agreement; or
  (iv) a change in laws or regulations that has a material effect on the business of CCHW or Our ability to fulfill its obligations under this Agreement.
  2. You may cancel this Agreement within the first thirty (30) days of the order date for a full refund of the paid contract fees, less any service costs incurred by us.
  3. Mutual agreement of ** and you. If this agreement is cancelled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired
  term, less a $50 administrative fee and any service costs incurred by us. If a refund calculation results in You owing Us payment for services provided, in states where permitted we
  may **** You for the greater of the net amount due to Us or the unpaid annual term contract fee. We will **** or you any balance owed to ** through the same mechanism as any
  previous installment ********, or We will direct **** You if such a mechanism is not available.

  So since it's been 16 months since I paid the $1750 up front, the pro rata for the unexpired term would be ~$1311.11 which includes the above mentioned $50 admin fee.

   

   

   

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

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

  Business Response

  Date: 08/05/2022

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

  Thank you for your correspondence.  After reviewing your account, we find that policy has been in effect for 18 months.  You have used close to $400 in claims which, unfortunately, leaves no refund.

  If you wish to cancel please contact us at *************************

  CCHW