Complaints
This profile includes complaints for Hearth's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 63 total complaints in the last 3 years.
- 36 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/13/2025
Type: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 am extremely disappointed with this company. They present themselves as a business that helps you with financing and getting results, but once you purchase the package, everything changes.I didnt make a single sale. They say they support you, but then explain that the financing decisions are made solely by the lender, and they actually have no control over anything. The worst part is that the service they sell is nothing like what they promise.The sales ***resentatives are poorly trained and constantly contradict each other. Whenever you ask for help, they just say that wasnt part of the program or sorry the other *** told you that.They promote a 60-day trial period, but its useless, and getting a refund is nearly ************* currently working with my bank to dispute the charge and recover my money, because this company took my money under false promises.This is not a legitimate serviceits a scam disguised as a business opportunity.I do not recommend this company to anyone. Stay away.
Business Response
Date: 07/14/2025
To Whom It May Concern:
Please see attached our response to BBB Complaint # 23594090.
Many thanks,
****** ***
Initial Complaint
Date:06/30/2025
Type: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.
Hearth charged my credit card for another year of their services, and I was not aware they would auto recharge and I did not want another year of their services. I called the same day they charged me and told them I was filing a credit card dispute since they would not refund me. The credit card company has since informed me that after their investigation that I have to contact Hearth to receive a refund, in which I did and was told again no refund. They knew that I did not use their service not one time in the first year that I voluntarily paid but they still charged me for another year without reaching out to me to see if I wanted another year. They never once told me that it would be auto renewed. I do not want their services, and I want a refund of this money that they have stolen from me. They charged my credit card on April 15, 2025 and I called them the same day to ask for refund.Business Response
Date: 06/30/2025
To Whom It May Concern:
Please find attached our response to BBB Complaint # 23536820.
Many thanks,
****** ***
Customer Answer
Date: 07/10/2025
This is my 2nd complaint against this company. They never told me I was on auto renewal, they assumed I read it in the fine print, which I did not. I called the same day and told them that I did realize it was on auto renew and asked for a refund in which I was told no. Their response to the first BBB complaint I made was for me to contact them so they could make everything right. I sent an email to where they told me to, and they never responded back to me. I see a lot of complaints on here for the same issue. They are literally stealing people's money and getting away it. I will not stop, if I have to hire an attorney. Because right is right and wrong is wrong and this is wrong of them. When I called the same day, the right thing was to refund my money.Business Response
Date: 07/14/2025
To Whom It May Concern:
Please see attached response to Customer's follow up dated on July 10, 2025.
Many thanks,
******
Initial Complaint
Date:06/30/2025
Type: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 received a notice that they are charging our card ACH ******* We never received an call or a notice or even and invoice that we are coming up for renewal to see if we want to renewal their service. Like everyother company. They use to call each year basically we received no notice of renewal because they already know people do not want their service as I see in all the other complaints of the same. I spoke to a rude person name ****** **** who hung up the telephone when we asked to speak to her supervisor. Which tells us a lot. We do not want to use Hearth ever again and we are requesting that we receive a refund as in the State of ******* we have 3 days to cancel.Business Response
Date: 06/30/2025
To Whom It May Concern:
Please find attached our response to BBB Complaint # 23536392.
Many thanks,
****** ***
Initial Complaint
Date:06/23/2025
Type: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.
Hearth financing company auto debited my account 2k for some bogus auto renewal ..I reached out the next business day met with 2 hours on the phone being shuffled around then after finally getting in touch with someone they filed a claim and said someone would be intouch thru ******** end of day..I was then met with a template reply thru email basically saying sorry you can't have your money back because they sent out a single email 2 months prior and it went to my spam so that's what i was given and it was sent from a no reply email addressBusiness Response
Date: 06/30/2025
To Whom It May Concern:
Please find attached our response to BBB Complaint 23508515.
Many thanks,
****** ***
Initial Complaint
Date:06/18/2025
Type: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 purchased the service and was promised a service that would be attractive to our customers and easy to use. The service wasn't usable and we even tried to apply to the service ourselves and go no where. We reached out to Hearth within the first 60 days and even spoke with the company several times to no avail and no resolve. The service was not usable and a refund should be issued. We paid $1,589 for a service that was not usable by our company and Hearth did not come up with any solution to assist. Now, we are out a financing service and the $1,589! It was a rip off and the company isn't standing behind it's word to make it right. All they did was cancel our service from renewing.Business Response
Date: 06/30/2025
To Whom It May Concern:
Please see attached response to BBB Complaint # ********.
Many thanks,
****** Lee
Customer Answer
Date: 07/01/2025
Complaint: 23487542
I am rejecting this response because:
the service provided was not as advertised and no customer wanted to apply. Even when we approached Hearth, we got no response. We didnt get a response until after the 60 days and at that time, weve lost revenue due to this. Its not as advertised and could not be used.this is something that should be escalated as when I called I got a person who couldnt help and merely said she would elevate to a manager.
avoid this service! Its a scam! This isnt right!
Sincerely,
******** ******Business Response
Date: 07/01/2025
Please see attached our response to Complaint # ********.
Kind regards,
****** ***
Customer Answer
Date: 07/01/2025
Complaint: 23487542
I am rejecting this response because:
Ive already tried to reach out to the business and was told sorry, nothing we can do.not a resolution! Not acceptable.
Sincerely,
******** ******Initial Complaint
Date:06/04/2025
Type: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.
Charged $3,725 for a Service We Never Used Refused Refund on Annual Renewal We signed up for Hearth and over the past 13 months have paid more than $3,725 yet never closed a single deal through their platform. Despite multiple attempts, every time we tried to offer their financing to our customers, *********************** rates were consistently higher than competitors, and not a single customer chose to proceed with them. Eventually, we stopped using the platform altogether.We were recently auto-charged another annual fee, even though we havent used the platform in over a year. When I reached out, I was met with a rigid policy response refusing any refund. I understand policies exist for a reason, but it's extremely poor business to hide behind cancellation windows when a customer has received zero value especially when this appears to be a common complaint on this very BBB page.The bottom line: Hearth has taken thousands of dollars from our business while providing no tangible return and now refuses to refund a renewal charge for a service that was clearly inactive. I hope this review serves as a warning to other business owners evaluating financing platforms. Be extremely cautious before committing to their annual plan.Business Response
Date: 06/04/2025
To Whom It May Concern:
Please find attached our response to BBB Complaint # 23417290.
Kind regards,
****** ***
Initial Complaint
Date:05/31/2025
Type: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 no intention of renewing this service. They notified me on 5/23 that on 5/27 they would invoice my account the full $2117.88. I immediately notified them I did not wish to continue the service and they were not authorized to deduct the payment. I then called to reconfirm but all the management team was out that afternoon and no one could review my case but they could offer me a $750 partial refund. I declined. ****** said my case would be submitted and reviewed. After taking the full $2117.88 on 5/27 I called again to which they advised they could only offer the $750, not a full refund because I didn't notify them 30 days in advance which is complete nonsense.Business Response
Date: 06/04/2025
To Whom It May Concern:
Please kindly find attached our response to BBB Complaint 23401544.
Kind regards,
****** ***
Customer Answer
Date: 06/04/2025
Complaint: 23401544
I am rejecting this response because I have already contacted the company, requested a review and received a response that they would not refund the fee which is all attached in the correspondence.
Sincerely,
******* *****Business Response
Date: 06/05/2025
To Whom It May Concern:
Please find attached our response to BBB Complaint 23401544.
Kind regards,
******
Initial Complaint
Date:05/29/2025
Type: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.
Disappointed in Lack of Support Losing Business Because of It Ive been using Hearth with the expectation that it would help streamline financing for my clients and reduce delays in home repair projects. Unfortunately, that has not been the case.A recent client applied through OneMain via the Hearth platform, and it's been 5 days with no update 3 of which are business days. The client has already reached out as instructed, but no follow-up has been made on their end. When I contacted Hearth for support, the only response I received was to have the client continue doing the legwork even after she was told she'd get a *********** running a service business where delays cost me both jobs and income. In this case, Im on the verge of losing a $10,800 project because of this lack of follow-through. I dont expect Hearth to bypass security protocols, but I do expect a platform designed to support contractors to do more than pass the **** back to a stressed-out homeowner.If this is the standard experience, Ill be forced to stop using the service entirely. I need a partner that helps me win jobs not lose them. ******Business Response
Date: 06/04/2025
To Whom It May Concern:
Please kindly find our response to BBB Complaint 23392116.
Kind regards,
****** ***
Initial Complaint
Date:05/23/2025
Type: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 signed up with this company in May of 2024 under the guise of them providing me software solutions and financing solutions. I quickly realized I was way over-promised and was told I'd get services that I never got. Within a month of signing up I found the software was useless and couldn't be used the way I was told, so that was 50% of why I gave them over $1,800. My team submitted over 10 applications with only one approval. They told me they had a terrible time communicating with Hearth and all they were told was, "call the bank or your customer." Needless to say we stopped using their services months ago. I even took down their lead form from our site months ago, so we literally have been completely disconnected from this company for months. Then I see my credit card statement and that was the first slap in the face. $2,297 they charged my credit card! I didn't think it would be a big deal since I caught it the same day so I emailed customer service, no response- second slap. So I called, the *** said, "we'll look into it."- third slap. I got an email yesterday saying, nope sorry no refund!?! Fourth slap. Who does that!?!? I think it's their business model- over promise, under deliver, auto-charge, rinse and repeat. If you're reading this, stay away from this company. You've been warned. Don't get slapped, I'm still waiting for a reply and my money.Business Response
Date: 05/27/2025
To Whom It May Concern:
Please kindly find the attached response to Complaint #********.
Kind regards,
****** ***
Customer Answer
Date: 05/27/2025
Complaint: 23372518
I am rejecting this response because: I have continually contacted Hearth and have not received resolution to this matter.
Sincerely,
**** ******Business Response
Date: 05/29/2025
Please see the attached response.
Kind regard,
****** ***
Initial Complaint
Date:05/05/2025
Type: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.
Hearth auto-renewed my debit card without notice on 4/26 for the amount of $2,129.86. When signing up, I was informed that there will be an email or notification of the auto-renewal. I contacted them on May 2 informing them that I didn't want to renew the contract and that I would like a refund. After being told that I do not use their services to its full potential, they provided me a $250.01 refund which is more of an insult and complicates any disputes. I had one application processed a year ago. Cannot locate the paperwork of the agreements signed anywhere online. The other issue is that the invoices processed for their services isn't on the account. Unless you check your balances regularly or catch the *********** email, you don't know you've been charged. I have cancelled my services so I do not renew for 2026, but I haven't received an email or confirmation of the cancellation. I do not trust that the auto-renewal has been canceled.Business Response
Date: 05/06/2025
Please see attached response to BBB Complaint 23290229.
Many thanks,
****** ***
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