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:07/14/2025

  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.

  TERRIBLE SERVICE, DONT WASTE YOUR MONEY! As much as **** Holmes Claims to make it right for the homeowne nothings went right here. 1st claim had to wait over a week with not heat, the company THEY selected didn't even have an after hours number! Before that I kept getting miss information, I'd hear they'll call you in few hours nope didn't happen! I had to keep calling! Asked for a call back and nope. How's that for "Making it Right" and standing by the home owners with integrity???Now I called 2 weeks ago on Friday was told again ill get a call in a few hours gues what? No call but, figured it was a holiday! No calls over weekend but got an email that it's been assigned to a company. However I was playing phone tag w **** who was verifying what the claim is for. If your company had competent people you would know and the extra step wouldn't be needed! I tried calling the company they picked No after hours number again, called another day spoke to a company representative and they said they'll call us later! Finally they called and said they don't serve our area! I called customer service to check on status now but, instead of having someone in claims they route calls to a message center who again says they'll have a Manger call me? Do you think anyone called? NOPE, I called again the other day and today once again was told a manage will call me and NOPE! Perhaps today I'll get a call but. *********** So disappointed I assumed w **** Holmes I'd get stellar service but, this has been terrible! So much for making it right ****!

  Business Response

  Date: 07/21/2025

  ****,

  Thank you for reaching out.

  I was able to verify we already completed the repair since you wrote this.

  The actual issue was that every time we tried to reach out, you did not answer your phone. We have 13 attempts visible in our system within 4 days. You may have our phone numbers blocked. Regardless, we appreciate your patience and thank you for your business.

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23595813
  
  I am rejecting this response because:

  This is false, I've been out of the county last week I spoke with ****** who called me after my 1 star review and I advised her I'll be back this week and need to have it scheduled this week. As of today it's still not fixed and NO ONE has followed up since then.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 07/30/2025

  ****,

   

  I apologize for the disconnect here. I am not sure where the miscommunication is here.

  I see multiple attempts to speak with you from 07/21 and multiple times after.

  I will reach out to you today to discuss the progress or completion of your claim, if it has not been completed.

  If you have any issues and we have not reached out to you by end of the day today, please call us at ************.

  Thank you for your patience.

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23595813
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

  Yes, you're correct to a degree. On the 21st I called you 1st after no timely responses. Starting at 11 am I reached out to ******, **** and finally  at 342 I get back to back calls almost 4 hours after I called.  Unfortunately I do work and can't answer my phone and apparently you only respond during "business hours" which isn't ideal for us home owners. There's no follow up after a service seems to be no sense of urgency. Your response proves my point, we're talking about last week  almost 9 days later. Oh and by the way, my issues hasn't been resolved my fridge worked 1 day, and stopped! 

• Initial Complaint

  Date:07/07/2025

  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.

  So bought a home protection plan and filed a claim back in march of 2025. Been waiting to have ice machine fixed but they dont answer calls and are saying that its now all of sudden not covered. This is now July had someone come out once for ten minutes and didnt even do anything but was worried about pay. Speak of pay they are sure to take payment monthly for the warranty as well. Please help

  Business Response

  Date: 07/14/2025

  *****,

  Thank you for the information on your experience. Here are the details we have on our end. Your policy went active on 04/03/25. You filed a claim on 04/05/25, just two days after your policy went active. This is not typical, but we definitely agreed to assist. During one of our many follow-up calls, you mentioned to one of our team members that this had occurred prior to having the policy with Mike Holmes Protection, and prior to the policy being active. This is called a pre-existing condition and therefore not covered by under our protection plan. We still attempted to go above and beyond to assist you and offered help. Obviously, we are not liable for issues which occur outside the policy time frames, and would love to continue covering you for any breakdowns within our terms and conditions. Your account is past due now. Please reach out to our customer service team at ************, option 2, so we can update your account information and continue to provide coverage. Thank you.

  Customer Answer

  Date: 07/14/2025

  This was not a preexisting condition and if that was the case why did they send someone out to fix it. They just want money and I have stopped payment on this and will take it to court if I have to and the news media. I paid for a service and I expect a service to be followed thru. You expect my payment on time. If it was preexisting then look into manufacturing company cause I would have called them about it. At this point I would ant a refund and drop this shameful and scamming company. **** Holmes is a fake and his company is run by people that just want money and find any loop hole to not do something 

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23567037
  
  I am rejecting this response because:

  This was not a preexisting condition and if that was the case why did they send someone out to fix it. They just want money and I have stopped payment on this and will take it to court if I have to and the news media. I paid for a service and I expect a service to be followed thru. You expect my payment on time. If it was preexisting then look into manufacturing company cause I would have called them about it. At this point I would ant a refund and drop this shameful and scamming company. **** Holmes is a fake and his company is run by people that just want money and find any loop hole to not do something 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 07/21/2025

  Again thank you for sharing your thoughts here.

  Our terms and conditions are transparent. You are within the first 90 of your account being active and have limited coverage. We have the right to request maintenance records to verify the condition of your unit and appliance in order to assist with your claim or deny. If you have any further questions, feel free to call ************. Thank you.

• Initial Complaint

  Date:06/23/2025

  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.

  Filed a claim on Friday evening. 6/20/25. They sent me a text with the claim number and company to look at **. It said they would contact me. I paid my $85.00 service fee. Never heard from anyone. On Monday morning 6/23/25 I reached out the texted company and they verified the claim number and schedule a technician to come out Tuesday 6/24/25. Later on Monday I received a text from another company stating they are coming out today. Never heard of them and it seemed odd. I called **** Holmes back they said call and cancel the appointment with that company. I did. Just for a follow up I called my original company back and they said I was still on their lineup to come out tomorrow. BUT the claim had been canceled by **** Holmes. I called **** Holmes they started the call process to have a customer service representative to call me back to get matter corrected. ( They always have a call center screen your call then assign to a department. They NEVER have anyone to talk to directly about your claim. I then attempted to start a chat with **** Holmes on their CHAT line. It never starts. It just stays on the screen like its lost on what to do. I then contact you. They have yet to contact me about the original call and number, why they cancelled it and who is this other company, ********************. I want my money back back and I want to cancel my service with them with no penalty.

  Business Response

  Date: 07/14/2025

  *****,

  Thank you for providing details on what you understand happened with your claim.

  Sometimes, technicians are unresponsive for periods of times, for many reasons. When this occurs, instead of making you wait longer, which for us is unacceptable unless necessary, we switch your claim to another provider. There may be a lag in communication between companies on cancellation of claims and assignment, but rest assured, we switch your claim based on the customer's best interest. You have been a customer with us for almost two years, thank you for your loyalty. You have had 5 claims and we have assisted you on each, with this claim being a bit delayed due to technicians being busy and unresponsive. We will be happy to refund you your service call fee for filing the claim. If you would like to proceed with cancelling, feel free to call our customer support team for cancellations at ************. You can cancel your policy based on our terms and conditions. Thank you again for being a loyal customer.

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23507483
  
  I am rejecting this response because:
  
  The original company assigned was reassigned and cam out as scheduled and did anexcellent job on making the necessary adjustments to fix the problem. Also, the technician was very helpful, polite and thorough. 
  
  I dont understand the way **** Holmes does business   You never get a direct response or transfer to a person that can help or listen to your concerns. They take a message and someone will call you back later   Its a constant thing of phone tag if you dont literally standby your phone waiting on their call  Even when they leave a VM they almost always dont answer and it starts all over  

  What I want is for them to keep my $85.00 service fee  They came out and did the job as needed  

  I just want out of my contract without the penalty  What **** Holmes says on his advertisement to want you to pick his company is not true  The service is not what Im paying for  Im sorry **** but the people you have put your trust in and your name on are not performing up to what I believe you would want them to  There a few good people there but to find them is very hard  I wan to get out from you and run  And if we could talk directly I could give you some information that I dont think you would like  

  Bottom line, keep the service fee. I want out 

  PS: Just to let you know how screwed up your company is, approximately a week after all this was all over another service company texted me to say they were on their way to my house to fix the ** for **** Holmes service request  I told him it was already resolved and he does not need to come  

  it was creepy  I called my daughters to stay inside and turn on the alarm  

  I was on my way home  Im a police officer and it concerned me

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

  Business Response

  Date: 07/21/2025

  *****,

  Thank you again for sharing your thoughts. We are sorry you do not want to continue with our company understanding we do provide good service. This was your 5th claim with us so you have absolutely benefited from having a plan. That's what we are here for... to assist.

  I am not sure why you are having such a difficult time communicating with us, I see you have spoken with ******* ****** and ***** on multiple occasions. You can most certainly cancel your plan and if you need to further discuss the administration fee for the cancellation, feel free to call ************. Thank you.

• Initial Complaint

  Date:06/12/2025

  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.

  attempted to cancel policy via online chat after paying for it for a full year plus. ******* says i cant cancel policy for another 9 months (march). States "we cannot cancel until March. I can provide a discount until then." contract states: "you may cancel this contract at any time and for any reason."

  Business Response

  Date: 06/18/2025

  Hi *****,

  Thank you for reaching out. Unfortunately, we do not cancel contracts over our chat system. We do provide reduction of pricing services via chat, which it was evident our team member was attempting to offer to keep you happy. If you would like to cancel your contract, you must call our offices between Monday-Friday, 9AM-5PM Eastern Standard time. Our phone number is ************, option 2. Thank you and we hope to service you for any need in the future.

• Initial Complaint

  Date:06/09/2025

  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.

  On May 8th. I called Homes Protection. My AC is running but does not cool. I was told someone would get back to to arrange service. I have called every day since and except for 1 time last month, I was told a tech. would be calling to set up an appointment no one called. I have as I said called every day, I'm am always told someone would call back, no one does. I pay monthly for this and need up unit repaired. I am 73 and have health issues. Breathing. ****. I don't want to end up in the hospital or dead. It is 8am in the morning and it 89F. already. I live in SE ***************. And need help, what can I do?

  Business Response

  Date: 06/18/2025

  Mr. *******,

  We are sorry to hear about your poor health and will certainly assist however we can to expedite your request.

  There has been some confusion because of the details of your claim. You were set to see a technician days after you filed the claim but the claim was cancelled because it was determined on a phone call that you would repair yourself and file for reimbursement. We do not know where the disconnect or miscommunication was but still reacted to assist.

  Since filing this complaint, your scheduling issue has already been addressed and a technician has been assigned to you to assist you with your AC needs.

  If you have any further questions, please call us at ************, option 2. Thank you.

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23442759
  
  I am rejecting this response because:
  I never received any call back from an service provider and only 2 calls from Holmes saying someone would be in touch.

  I have called them dozens of no one gas called me back. This has been going on for over a month I want to complete refund of everything I have paid then and my policy cancelled. This is the third claim the have refused at my home. And they won't refund or cancel.

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

  Business Response

  Date: 07/07/2025

  Mr. *******,

  Thank you again for your patience. We are not sure if you are attempting to address the cancellation or the ** claim here, since we know our efforts are on-going with the technician and the coverage you have. We have also requested multiple time maintenance records on the unit. To expedite this process, I will have a supervisor reach out to you within 24 hours to assist you with any details you need. Thank you for being a loyal customer.

• Initial Complaint

  Date:06/03/2025

  Type:Sales and Advertising 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.

  Attempted to cancel our subscription. They have a specific time frame allowed. During that timeframe, I Sent email and voicemail to the only contact I got we had for the company. They never responded. Called and left additional voicemail and sent another email. Got a response that the cancellation department has been notified and we needed to call them. We did that. They said they would look into to it and call us right back. Over a week with no call. We called them again and the person refused to transfer us to the cancellation department. In the meantime, they took $135 out of our checking account in May, a month after the contract ended and was cancelled/not renewed. We decided to cancel after they refused to cover a generator that we were paying a specific warranty rider for.

  Business Response

  Date: 06/18/2025

  Mrs. *******,

  We are sorry to hear you would like to cancel your policy. We do not cancel policies via email communication, you must call us at ************, option 2, during business hours Monday- Friday 9AM-5PM Eastern Standard time. I will have one of my cancellation team members reach out to you also, but please call us to expedite your cancellation request and discuss your options. Thank you again for being a loyal Mike Holmes Protection customer.

• Initial Complaint

  Date:05/08/2025

  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.

  Mike holmes protection is not apporving their technician to repair or replace my air conditioner due to the fact that i cannot provide maintenance records for the past 12 months. I have no maintenance records for the past 12 months because i replace my own filters and clean out my own unit. No where in the contract does it say i have to pay someone to come out every year and do maintenance.

  Business Response

  Date: 05/13/2025

  Thank you for bringing this to our attention.

  I do see that your AC claim in our system from April 14th of this year.

  Our technician determined the coil was unrepairable due to long term issues which could have been avoided with regular maintenances.

  Our terms and conditions clearly state that the customer is responsible for regular maintenance and if they are not able to provide records of this, it is grounds for denial, or very limited coverage (up to 10% of the maximum payout). Feel free to contact us directly at ************, option 2 if you would like to discuss further. I see this was already quickly escalated and reviewed, and our underwriting team determined the documentation provided was incomplete. Thank you.

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23302940
  
  I am rejecting this response because:

  The tecnician sent out to fix my issue told me and Mike Holmes Protection that this issue was not because of improper maintenance and he also tried to send them an e mail explaining this which they state they never received.  I am attaching the e mail sent to me from their technician.
  
  Sincerely,
  
  ****** M *******

  Customer Answer

  Date: 05/22/2025

  How long should i wait before i ask you about taking my complaint further?

  Business Response

  Date: 05/27/2025

  ******,

  Thank you for providing more details about your case.

  The technician communicates directly with us and this is not the information they are providing us.

  We apologize you feel the information is not accurate on our behalf, but we have reviewed this with the technician multiple times already. The information they have provided us has not changed.

  If you have any further questions please reach out to our customer service team at ************., option 2. Thank you again for being a loyal customer. I see we have continued to serve you on other claims.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23302940
  
  I am rejecting this response because;

  I have provided a written  response directly from your technician stating the opposite.  I ask for the same in return please.

  Sincerely,
  
  ****** M *******

• Initial Complaint

  Date:04/09/2025

  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.

  I filed a claim under my **** Holmes Home Warranty as my doorbell stopped working. They sent a technician out and he was unable to ***air the doorbell so instead was going to ***lace it. He left to go buy a doorbell but was unable to obtain the correct one that day. He returned with the doorbell days later and proceeded to install it. He then asked for access to the circuit breaker panel and was granted that access. He came up from the basement and asked if we were having trouble with any other items on that circuit and 2 of the residents answered no. He then went back to the basement and after awhile he came back up and told us that the issue was a faulty transformer, he needs to obtain one and he will return again. What he failed to tell us was that he left the circuit turned off. This circuit also controlled my sump pump and late that night and through the next morning it rained. I DO have french drains in my basement to prevent flooding but they failed due to the sump pump being turned off. I called **** Holmes IMMEDIATELY upon discovering the issue, then had to call back 2 days later. When I spoke to someone from **** Holmes I was informed that **** Holmes takes no responsibility for damages caused by the technicians they send out. I was promised that the name, license number and insurance information of the tech would be provided but we are now 2 days out from that promise and I have received nothing. My homeowners cap is $10k for water damages and these damages exceed that just in remediation. It angers me that **** Holmes has a recorded message saying that the company "makes it right for homeowners" then refuses to help when one of their contracted technicians causes damages. I was told I would be hearing from a higher level *** and that the techs info would be e-Mailed to me the day before yesterday and still have not been contacted. I need this issue to be taken seriously as it IS a serious issue.

  Business Response

  Date: 04/12/2025

  ****** and ******,

  We are sorry to hear about any damaged caused to you in addition to your breakdown of your doorbell.

  Your doorbell is a covered item, and we assisted you with this claim and will fulfill our obligation to repair per our terms and conditions. Our selection of technicians is a rigorous one. If the technician caused any issues, including your floor in the basement, please refer back to the technician when possible. Our policy specifically states we are not liable for any additional damage caused by the breakdown or thereafter, we are responsible for the repair of the covered item only.

  We will be happy to provide you with details of the technician which went out which you are entitled to: name of the company, phone number, etc. You can reach out to them directly for any other issues you would like to address regarding further details. We sincerely hope you can get this resolved.

  If you have any further questions, please reach out to our customer service team at ************, option 2 for any information needed. Thank you.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23181027
  
  I am rejecting this response because:

  When a home warranty claims that they only send out licensed and insured contractors, they should have THAT info verified and ready to be provided to the home owner. I am not asking **** Holmes at this time to be liable for the damages only that the company provide me with the liability insurance information of the contractor they are stating IS licensed and insured. He is NOT returning my calls to provide the info so **** Holmes should be. After all, you "make it right for your homeowners". Not even helping damaged homeowners file a claim for the damages is not making it right-it is adding to the damages already inflicted.
  

  Also, why does the Mike Holmes Protection plan website state it is a BBB accredited business when the bbb website shows otherwise?

  
  Sincerely,
  
  ****** And ****** ******

  Business Response

  Date: 04/22/2025

  Thank you for your response.

  We utilize technicians that go through extensive background checks and meet all of our standards. We use licensed technicians and readily have their information.

  We are not sure why you are stating we do not have this. We will be happy to continue assisting you, even if you have already tried to take action against us in other forums for no apparent reason. We are not liable for the damage caused but will assist you in any way we can.

  Again, feel free to call us at ************, option 2.

  Thank you

  Customer Answer

  Date: 04/26/2025

   
  Complaint: 23181027
  
  I am rejecting this response because:

  No apparent reason? What do you think the importance of those background checks is to the homeowner? Simply put, it is so that in the event the contractor you chose/sent causes damage to your covered homeowners property, you can immediately help to rectify the situation by providing the homeowner with the contractors license and liability carrier information so that they can file a claim without delay. This is where you failed in your duties to this homeowner-by refusing to provide this information when requested a dozen different times. Are you now prepared to honor your duty to this homeowner by providing the contractors liability insurance information and his license number as is appropriate?
  
  Sincerely,
  
  ****** And ****** ******

• Initial Complaint

  Date:03/24/2025

  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.

  I am writing to express my dissatisfaction with the service I received under the home warranty plan from **** Holmes. On December 28th, I initiated a service call to address an issue with my heating HVAC system. Despite making over 15 calls by January 13th, I was charged an $85 service fee, yet no technician was sent to resolve the issue.After escalating the process to a senior agent (***** ******) , I was advised to use an outside technician and submit the receipts for reimbursement, as they failed to send a technician. I submitted the receipts several times but received no response. Eventually, I contacted an agent named ***** ******, who failed to provide clear information regarding the rejection of my claims. He cited the following reasons:1.Manufacturer Warranty: He stated that claims related to manufacturer warranties are not covered. However, nowhere in your contract does it mention excluding manufacturer warranty-related claims. I am the second owner of this house since last August, and the manufacturer's warranty applies only to the original owners for up to 5 years. As a courtesy, the manufacturer does provide some free parts. (Attached are the contract with **** Holmes and the manufacturer's warranty.) Houses was made in 2019/2020- 2.Lack of Authorization: He claimed I did not obtain authorization, but I was instructed by your representative( (***** ******) to proceed with the technician and submit the claim. Please find the attached recording as proof. I simply followed the instructions provided to me.This situation seems to be a deliberate attempt to avoid fulfilling payment obligations, which is unjust. I kindly request that you reconsider my request for reimbursement and provide the service I am entitled to under my warranty plan.Thank you for your attention to this matter.Sincerely,

  Customer Answer

  Date: 03/25/2025

   email communication with **** homes 

  Business Response

  Date: 04/05/2025

  Madduma,

  Thank you for providing more insight into what you understand our process is and what it should be.

  We have pulled the calls and communication logs. You left out a very important part of our process here, the part where it states on the call to get approval before the work gets done. Our terms and conditions also state this. If a technician, or service company, does not have authorization from us to do the work, we are not liable for payment. Reasons for failure, possible causes, and possible repair options need to be discussed before work is done.

  Lastly, we would be willing to work with you and assisting with your repair, without actual need or obligation to. Please call us at ************ to discuss further.

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23109275
  
  I am rejecting this response because: they are telling a another lie in their response:
  

  Luckily, I was able to record the communication with a customer service agent named ***** ******,who clearly instructed me to email the invoices to his email address for further processing by the underwriting department ( see the attachment) .It is very frustrating to report that your company failed to provide the necessary technical support and did nothing to resolve the issue,yet charged me an $85 service call fee.
  This experience has left me questioning the integrity of your company's operations and practices. I hope you will take my complaint seriously and address this situation promptly.
  
  Sincerely,
  Sincerely,
  
  Madduma Rajasinghe

  Business Response

  Date: 04/22/2025

  Thank you for your response.

  When you file a claim you must pay the service call fee, which in your case was $85. This fee is to process your claim. Whether we go out, reimburse, or deny the claim, the fee is valid. It's great that you recorded the call. don't forget to point out that we reimburse based on our terms and conditions. You also forgot to point out that we are still willing to assist you even though your claim should have been denied.

  If you have any further questions, feel free to reach out to us at ************. Thank you

  Customer Answer

  Date: 04/26/2025

   
  Complaint: 23109275
  
  I am rejecting this response because:  a

  According to this response, they have admitted that they lied in their previous comment. In their previous comment, they mentioned that they listened to the calls. Luckily, I recorded the call from my end. Now they can't lie again. This company is completely fraudulent. They then say they will reimburse based on their terms and conditions. There are no valid reasons for this rejection. What kind of business is this? What is the exact reason to reject my claim? 

   what is 

   Tell

  
  Sincerely,
  
  Madduma Rajasinghe

• Initial Complaint

  Date:03/05/2025

  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.

  On 2/5/2025 we submitted a claim to **** Holmes Home Warranty and paid the $85 "Trade Call Fee" because our dryer wouldn't get hot. It took over a week to get a ********** to our house which ended up being from *****. The ********** advised that the dryer needed a new motor and heating element which would cost over $800 to repair. The ********** was able to ***** the heating element back together so we could use the dryer until **** Holmes Warranty decided if they wanted to repair or replace the dryer. They also charged us $129 for this work which we had to jump through hoops to get reimbursed for.On Thursday, 2/27/2025 I called to get a status update on our claim. I was told that the claim was closed because a second ********** should have already come out to repair it. This did not happen and on Sunday, 3/2/2025 our dryer stopped working again. I emailed **** Holmes Warranty that day and left a VM on Monday without a response. Today, 3/5/2025 I finally heard back from them and they informed me that they order parts yesterday and we should have it fixed around Monday. I would never recomend this company to anyone, and will be cancelling my policy after this display of imcompetance. How can a family of 5 go days, weeks without being able to do laundry. Thank god it was only a dryer and not our furnace or water heater. I've watched **** Holmes for years and I'm sure he would be disgusted to have his name on this type of business practice.

  Business Response

  Date: 03/12/2025

  Thank you for your insight and view on the events occurred.

  Your dryer is a brand which is services and sold specifically by one of our service specialist companies, so we sent them out to repair. You should not have paid them anything since they went on our behave. We are not sure where the communication breakdown was regarding that payment, but this was reimbursed gladly.

  As per the initial repair which was completed. As per the technician's report, he identified the issue and provided multiple options for repair. We selected one and ordered parts for it. We are not a parts distributor or whole seller, so we do have to wait just like everyone else when something is ordered. This is out of our hands. We will be glad to continue servicing you, and we are sorry to see you want to cancel your policy after 3 successfully handled claims in the past, simply because of a delay on parts. You obviously see the value in our plan or would not have stayed with us for over a year and a half with multiple claims. If you have any further questions, please call us directly at ************, option 2. Thank you again for being a loyal customer.

  Customer Answer

  Date: 03/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******