Complaints

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:07/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 21-year old grandson just purchased a new home. This company called him Friday and pressured him into purchasing one of their contracts by saying if he didn't he wouldn't have any coverage on his house and had to do this by August 1. He gave into them and agreed to the purchase. He does not want this over-priced home warranty contract. They do not return phone calls and would not cancel this over the phone. He want this cancelled and would like a refund of the $300 they withdrew from his bank account. They are charging him $284.78 per month for this service! His contract # is ***********. He works construction and would like you to contact me at ************ if you have any questions. Thank you for your help.

  

  Business Response

  Date: 07/28/2025

  ** has reviewed complaint, cs will refund customer deposit $295.00 via check. if cs has question about tracking, they can feel free to reach out to customer ******************** for tracking information. 

  Customer Answer

  Date: 07/28/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:07/22/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 am a new home owner and received mail on 07/04/25 stating that my home warranty may be expired. I called the number listed on the mail on 07/07/25, asking if they can still provide coverage. I asked them who they were as the letter was not very clear. The person on the phone, who identified himself as ***** the finance manager, mentioned that they were Home Assure Admin (even though they also identify as Home Warranty Services). I had a sinking feeling something didn't feel right and wanted to hang up. I was trying to be polite and hang up but ***** used aggressive and predatory sales tactics to convince me that I needed to pay $100 for some kind of pro rated amount for their extended home warranty service. I was a very new homeowner and had no experience and he took advantage of it. He convinced me to give out a card number, my birthdate and zip code. After that was done, he said that I had 30 days from 07/07/25 to rescind the contract and get my money back if I changed my mind. Otherwise it was going to be a recurring monthly charge of $235 for 18 months for a 3 year extended warranty.On 07/09/25, I called the customer service number to cancel the service. An operator, who called herself ***** responded. She was still trying to upsell their home warranty services to me, using the same exact ***** ***** gave me so I kept saying I was not interested and wanted to cancel. Eventually she relented and said that I was going to get my money back in ***** business hours and hung up.I waited the full 72 business hours and my money was never returned. When I try to call to confirm my cancellation, I do not hear any dial tone and the phone call ******** it is 07/22/25 and I received mail from Mepco. They claim that I still had a service contract under Home Warranty Services when I clearly cancelled it and confirmed with ***** on 07/09/25. I want the service contract cancelled, a confirmation letter for cancelling the service, and the $100 I paid refunded back.

  

  Business Response

  Date: 07/22/2025

  ** has reviewed complaint, this deal has been canceled and refunded 100%.

  no further action from either party. 

  Customer Answer

  Date: 07/24/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:07/17/2025

  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.

  Recently purchased a home - got a letter in the mail from Home Warranty Services USA with my lenders name on it stating that I needed to contact them immediately or my chance for coverage would expire and this coverage was required by my mortgage company. Was told if I paid the $295 initially on 07/01/2025, I had 30 days to cancel the policy if I wanted. Come to find out home warranty is NOT required and I called today (07/17) to cancel the policy. The lady I spoke to today said it was required by my mortgage company and if I decide to cancel they would be red flagging me and calling my mortgage company to let them know that I was cancelling, making it seem like I was going to be going against my contract with my lender. A complete lie told by this representative. After the back and forth for 10 minutes she finally cancelled my policy but said she could not send a confirmation email, so not sure if she actually did it. This company is a COMPLETE scam and are running on predatory sales tactics to make a buck.

  

  Business Response

  Date: 07/18/2025

  ** has reviewed complaint, this contract is already canceled and refunded 100%.

  no further action required from either party 

• Initial Complaint

  Date:07/16/2025

  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 is scamming people. They sent me and my wife mail talking about how we need to call by the 18th or our home warranty wont be activated. My wife calls and they used very high pressure sales tactics against her. They told her they needed to be put on hold and she needed to call me now to discuss payments because she cant call back and they will not accept any future requests from us. So she hangs up and calls me telling me these things. I call the number and I recorded the conversation. The woman claimed to work for Home warranty services and tried using the same high pressure tactics on me as well. They wanted $299 down and $299 a month afterwards. I asked many questions asking who they work with, how did they get our info etc. she was vague and said they just work with banks and lenders who notify them what homes dont have warranties. I told her our home is brand new and came with a warranty. She tried pressuring me again, asking if I wanted to move forward with the payment and if not shes going to disconnect because theres clients waiting and I told her no, Im going to call my building superintendent and the mortgage bank and see whats really going on. Now my number is blocked from calling again.

  

  Business Response

  Date: 07/17/2025

  CS has review file for ******* ****, this client is not a customer. 

  No further contact will be sent to the ******* **** via mailing

  Customer Answer

  Date: 07/17/2025

  neither me or my wife claimed to be customers with your fraudulent business. My issue lies with your employees using high pressure sales tactics against first my wife, then me, and blatantly lying trying to say we dont have a warranty when we just bought a house less than a month ago and it COMES WITH AN 8 YEAR WARRANTY. I want answers on who gave you our information, and why even after telling your employee we have a warranty she still kept trying to sell me another warranty! I also want to know why when I told her Im going to call my lender and my building superintendent to see if they know anything about this, they straight up said no thats a SCAM, your warranty is already active upon closing of your house and your warranty is with us, nobody else and then you guys blocked my number. Scared? 

  

  Business Response

  Date: 07/18/2025

  Dear ****,
  Thank you for your feedback. Were sorry to hear about your experience and appreciate the opportunity to respond.
  Our company offers optional home warranty plans to new homeowners using public real estate records. We are not affiliated with your builder, lender, or any warranty you may already have. If you already have coverage, there is no obligation or need to purchase an additional plan from us.
  Its our understanding that you received a letter in the mail from us, which was part of a standard informational offer. We are reviewing the situation to ensure all proper procedures were followed. We do not support high-pressure sales tactics and apologize if the interaction gave that impression.
  Your contact information has been removed from future communications. If you have any further questions, you can reach us directly at [Compliance Email] or [Phone Number].
  

  T**** you again for bringing this to our attention.

  Sincerely,

  Compliance Team

  

  Business Response

  Date: 07/21/2025

  Dear ****,
  Thank you for your feedback. Were sorry to hear about your experience and appreciate the opportunity to respond.
  Our company offers optional home warranty plans to new homeowners using public real estate records. We are not affiliated with your builder, lender, or any warranty you may already have. If you already have coverage, there is no obligation or need to purchase an additional plan from us.
  Its our understanding that you received a letter in the mail from us, which was part of a standard informational offer. We are reviewing the situation to ensure all proper procedures were followed. We do not support high-pressure sales tactics and apologize if the interaction gave that impression.
  Your contact information has been removed from future communications. If you have any further questions, you can reach us directly at ************
  
  Thank you again for bringing this to our attention.
  
  Sincerely,
  
  Compliance Team

• Initial Complaint

  Date:07/10/2025

  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.

  Denied once approved claim did not evaluate full details on the dispute and they assured me that a new claim wasn't needed inaccurate info relyed from the business.

  

  Business Response

  Date: 07/10/2025

  CS has review complaint. we cannot find any data on this information regarding this client.

  we do not believe this is our customer. 

• Initial Complaint

  Date:07/08/2025

  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.

  An agreement was (mistakenly) made in November 2024 with Home Warranty Services (HWS) / Home Assure. At that time, I placed a down payment of $295 and was not able to prevent the first payment of the policy ($225) from going through in December. Shortly after, I cancelled the policy agreement and contacted the company for a refund. In December 2024 and up until last week (July 2nd), I had many conversations with company representatives to get a refund. In follow-up to my first conversation, I sent a letter on December 4, 2024, requesting a refund. In a follow-up discussion to that, I was informed that the letter was not received. So, I sent second (and certified mail) letter on January 24, 2025 (attached) - in following up with that - I was informed that this letter was received, and my refund was being processed - but it would take several weeks to be processed and to call back then. I made calls in **************** & was told the refund was being processed. But within an ***** follow-up call, I was informed then (and only then) that I needed to send a "notarized" letter for my refund to be processed - which was never communicated to me throughout the numerous conversations I had with the company. So, I provided a notarized letter on ***** 29th - see attached. In a follow up call to that letter (on July 2nd), I was informed that I cannot receive a refund since my last (now third) letter was received beyond the 30 days since I purchased the policy. Why wasn't I informed of this requirement within one of my many ***************** sent (starting in December) - to *** representatives? When I was under the impression that I was following company protocol. For this reason, & for being misinformed & misled by HWS for several *************** on the phone), I feel that I deserve a full refund of $520.

  

  Business Response

  Date: 07/08/2025

  CS Has reviewed complaint. We will waive letter of cancellation and issue pro rated via check. If client want tracking refund information

  they can feel free inquire with customer service 

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 power of attorney for my wife's aunt. She has been diagnosed with onset of dementia and keeps signing up for home warranties despite our best efforts to prevent it. Most of the companies I have had to call to cancel the policy have been quite understanding about it, except Home Warranty Services. In April we learned she signed up with HWS so my wife and I went to her house to help her cancel the policy. Her home phone was not working, so we called from her cell phone and they said they could not talk to us, even though she provided all the info they needed to verify it was her (contract number (HAS105332303), address, name, etc). Then they heard her talk to us and said they could not talk to her with us there unless we provided a power of attorney. Frustrated, she gave up and instead sent them an email to cancel her policy on April 29, 2025. I also sent them an email with the *** and request to cancel on April 29. Both email had no response. She sent another email on May 26, 2025 after they charged her again. She tried to call several other times, but they would not cancel. I called again today and they said they did not have my *** and to send it again and try back in a few days. I told them I had enough of the run-around and that I had already informed ***** that they were not authorized to take any more money out of her account. At that point, the *** surprisingly found my *** and said he would cancel the contract, but she owned one more payment. I told him that was not acceptable since we had been trying to cancel since April. I was going to leave it at that, but now I see that they called her and talked her into paying yet another payment. Now she has very little money in her account until her next social security check comes in. People should be aware of how this company takes advantage of vulnerable individuals. Since we tried to cancel in April, they have taken her for an additional $571.12 ($285.56 on May 27 and now another $285.56 today.)

  

  Business Response

  Date: 07/08/2025

  CS has review complaint, we will waive the letter of cancellation and mailing pro rated via check. Customer can
  feel free reaching out to customer service for tracking information. no further action from either party

  Customer Answer

  Date: 07/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ****
  
   
  

• Initial Complaint

  Date:07/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 paid the company $395 for the first month of coverage which was the waiting period where no coverage was available. My second payment came due yesterday and they attempted to charge my credit card on file which was denied. I called my credit card company ( *********** ) and was told the charge was declined because of a history of fraud and a high complaint rate with this company. I don't want to do business with a company that has that reputation! A representative called me for another means of payment and I asked him to cancel my coverage. He said I owe a payment and could not cancel until my account was paid up to date. I declined and he stated that I would be sent to collections and he would get paid either way. They already got me for $395 for a month of non coverage. I am not adding insult to injury. I just want my policy cancelled without making any more payments. My next contact will be with the *****************************************.

  

  Business Response

  Date: 07/07/2025

  ** has review the complaint, CS has refunded the 295 DP via card on file and canceled contract. no further action required from either party 

  Customer Answer

  Date: 07/08/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* **********
  
   
  

• Initial Complaint

  Date:06/27/2025

  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 was contacted by Home Warranty Services via mail, stating my home warranty was expiring. I was unaware that I had a home warranty. Upon calling the company on May 27th, 2025, a representative explained that I had previously received free coverage through a program. I had obtained low-interest loans and grants to repair my home through the ***. They led me to believe the coverage had been a benefit through this program and that I was eligible to extended coverage since the free period was ending.Based on this representation, I paid $295 for what was described as "exclusive coverage." I was told that once I reviewed the plan benefits, I could cancel and receive a full refund if I chose not to keep the policy.On June 3rd, I received an email with a link to my benefits. The coverage was far less than what had been described. I spoke with ***** ******, on June 10th, who assured me that the benefits I saw in the email were not accurate and that a more comprehensive plan booklet would be mailed to me. He said I could still cancel after reviewing the mailed booklet.I received the booklet on June 26th and confirmed that the coverage was exactly the same as the initial online linknot the enhanced plan I was told to expect. I called next day to cancel, but was informed that I was now outside of the 30-day cancellation window and had also been charged a $225 installment. To summarize:I was misled about the origin and exclusivity of the warranty.I was promised a refund if I reviewed and declined the coverage.I was told I could wait for mailed materials before cancelling.I was denied a refund despite following the instructions I was given.I feel I have been deliberately misled and strung along to push me past the cancellation period. I am requesting a full refund of the $295 enrollment fee and the $225 & any additional charges that have been processed.Please assist in resolving this & hold Home Warranty Services Accountable.

  

  Business Response

  Date: 06/28/2025

  CS has review complaint, we will waive Letter of cancellation and issue client pro rated.

  It will be issue via check. If client has question in regards to refund tracking, feel free to inquire through our customer care department.

  Customer Answer

  Date: 06/28/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ********
  
   
  

  Customer Answer

  Date: 07/17/2025

   

  This is the response to my complaint about Home Warranty Services that I agreed to. It seems they are still being deceptive as I have just received A check for $296.00 for the enrollment fee and not the entire amount I was charged. Pro-rated means partial services used and I have used none. 

  
  

  Refunding the $295 enrollment fee implies the contract was invalid due to their misrepresentations. Therefore, I should not be charged the $225 installment for a service I never used and attempted to cancel within the terms they provided.

  
  

  By keeping the $225, theyre effectively profiting from a service I didnt use and didnt want, which aligns with my concern/complaints that they deliberately misled me to push me past the cancellation period.

  
  

  I would like to reopen my complaint (I could not find how to contact ****** **** ******* at the Better Business Bureau) Complaint ID #********.

  
  

  The companys $295 refund is incomplete because: Refunding the enrollment fee acknowledges the enrollment was invalid, so the $225 installment should also be refunded.

  
  

  I was misled into believing the "prorated refund" meant a full refund, given I never used the service.

  
  

  The companys actions (delaying information, misrepresenting coverage, and enforcing a cancellation window I was misled about) justify a full refund.

  I ***** ******** Request that the BBB reopen the complaint or mark it as unresolved until the full $520 is refunded.

  
  

  Thank You

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

   

   

   

  

  Business Response

  Date: 07/17/2025

  CS has review complaint, we will go ahead waive pro rated and issue rest of the balance via card on file.

  no further action required from either party

• Initial Complaint

  Date:06/05/2025

  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.

  Sent an email title Arbitration Opt Out to the email provided to cancel service. Sent on 4/26/25 to ***************************** explaining I was misled into the home warranty thinking it was the home warranty I got with the purchase of my new house. The contract number I got in the mail was HAS105335302, the seller was Home Warranty Services. I canceled the card given on their file to avoid money being taken out. Somehow I have had two $280 transactions from ***** despite getting new card. Reported it as fraudulent activity to my bank and getting another new card.

  

  Business Response

  Date: 06/06/2025

  CS has review complaint, we will waive the letter of cancellation and issue customer pro rated refund via check. Customer can

  feel free reaching out to customer service for tracking information.