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:06/02/2025

  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 mom and I received a letter stating that our home warranty has expired thru Zillow. I called the number on the form about getting the home warranty extension. The seller on the phone sold me a 3 year warranty and told me he was going to send me the paperwork. The attachment was blank. I tried calling and was told to hold on and all of a sudden, it is closed.

  Business Response

  Date: 07/07/2025

  We appreciate the opportunity to respond to this concern.
  Our records indicate that the home protection policy was registered under the name of the complainant's mother. While we understand the daughter was involved in the initial inquiry, for privacy and compliance reasons, all policy documents and account information are tied to the policyholder on file.
  Upon review, we confirmed that this policy has since been canceled and fully refunded. No further charges will occur, and there is no remaining balance or obligation.
  Regarding the issue with the emailed documents: the initial attachment does include a standard placeholder page that reads, "This page is left intentionally blank." If you scroll beyond that page, the full declaration, terms and conditions, coverage details, and service instructions are all included in the document.
  We apologize for any confusion or inconvenience this may have caused. We take customer experience seriously and are always working to improve clarity in our communications.
  If there are any additional questions or if the complainant's mother would like to speak with our support team directly, we are happy to assist.

  Customer Answer

  Date: 07/18/2025

   
  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,
  
  **** *******

• Initial Complaint

  Date:04/28/2025

  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 was sent a letter in the mail making it seem as if this company was associated to my lender, and that I urgently needed to call them to renew my home warranty plan. I'm a brand new, first time home owner, I got it confused with insurance and thought I needed it, which they corroborated by making it seem like I did. I paid a down payment of 100 dollars and have had 6 recurring payments of 199 dollars that they have taken out since the phone call was made and I never even received notice of them starting the plan, I was told I had a 30 day period to see if I wanted to keep the plan or not after I received a document of the details of my plan in the mail, which I also didn't receive. A refund would be nice, But at the very least I just want to cancel this plan and stop paying these people for something I'm never going to use.

  Business Response

  Date: 07/07/2025

  We appreciate the opportunity to respond to this concern and take all customer feedback seriously.
  This customer enrolled in a home ********************** plan after responding to a letter regarding home coverage options available for new homeowners. While our mailers are intended to communicate urgency regarding expiring coverage opportunities, they do not claim affiliation with any lender, mortgage company, or insurance provider. We apologize if there was any confusion on this point.
  During the enrollment call, the customer was verbally informed of the plan details, pricing, and 30-day review period. Per our standard procedure, a welcome packet including the coverage declaration, terms, and service information was mailed out promptly.
  Since receiving this complaint, our team has made multiple good-faith attempts to contact the customer by phone and email to resolve the issue directlyincluding voicemails left dailywith no response. We were never contacted by the customer prior to this ******************** submission.
  Out of fairness and in an effort to resolve this matter, we have processed a full cancellation of the plan and will be issuing a pro-rated refund for the unused portion of the coverage.
  We regret any misunderstanding and hope this resolution reflects our commitment to customer satisfaction. Should the customer wish to discuss this further, we remain available and happy to help.

• Initial Complaint

  Date:03/29/2025

  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.

  Ive been paying 160 a month for an auto warranty and *** been notified that its most likely a scam. They sent me my policy details but the page is blank and i cant get a hold of them at all. Id like the cancel the warranty policy and never hear from them again. Thank you!

  Business Response

  Date: 04/11/2025

   Thank you for reaching out and sharing your experience. We sincerely apologize for the confusion and frustration you encountered during your recent interactions with our company. Your concerns are important to us, and we want to ensure that we clarify a few things to help put your mind at ease.
   Firstly, we never received any phone calls to cancel the policy, we did receive a cancel request through our website on 3-31, and we attempted to contact you via phone and left several voicemails with no response.  The policy booklet is 17 pages and there is one blank page stating "this page is intentionally left blank".  We've attempted to reach the customer to resolve but are unable to get a response so we have cancelled this policy. 
  
  Again, we apologize for the confusion and hope we can resolve this matter to your satisfaction.
  
  Sincerely,
  Streamline
  

• Initial Complaint

  Date:12/02/2024

  Type:Billing 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 being charged for a fraudulent home warranty via ******* direct. On 10/22/24 I received a letter indicating it was final notice for payment of a home warranty indicating a link with my mortgage company, *********. The letter looked official so I called the number ************ on the letter and was told that I needed to pay for this warranty. I went through the steps and they told me that I would be receiving my contract, but I never received a contract. I then looked up the number and found this was a scam. I changed my credit card number and froze my account, but a month later was still billed for this non-existent warranty. The company claiming to have a contract with me per the bill ******* Direct sent me is Streamline Protection Group LLC. And I have never received anything from that company other than the initial letter with AmeriSave on it. Attempting to call the numbers on the attached invoice I was informed the company's that I would need to receive my refund would be Intergrity Admin Group, which is apparently the company that ultimately receives payments per the Streamline Protection Group. This company is part of a shell game of scams each saying the other is the company that is ripping you off. They predate on the elderly, new homeowners, first time car buyers, first time recipients of loans.

  Business Response

  Date: 11/28/2024

  Integrity Admin Group does not engage in the marketing or sales of service contracts. We manage and administer claims for home and auto warranties.  *********** is the company you call when you want to use your warranty. As the policy administrator, we cannot issue refunds and have no dealings with any finance companies. You would have to contact the seller of your policy to initiate a refund.  The phone number of your seller is ************.    Our records do indicate that you have a policy that we administer.  I have attached a copy of your policy for your convenience.  If you have questions about that policy or wish to file a claim, please feel free to contact us at  ************. 

  Business Response

  Date: 12/23/2024

  With the current state of the industry, We understand the concerns any customer may have that the coverage they chose to purchase is both valid and reliable. For more than 7 years, this customers admin, Integrity Admin **********************, has been providing customers with the highest level of coverage available for their homes. Integrity has a proven, demonstrated record of paying claims that match or exceed any of the industries other legitimate administrators. Regardless, we certainly don't expect the customer to keep a policy that they do not want or have confidence in. However, we do need to correct some information in order to properly reply to the statements made.
  
  The customer called in and purchased the coverage on October 22nd, 2024. As part of the recorded recap that is done with 100% of all sales, the customer was informed of who their administrator was, who their payment processor was (since this was a financed agreement) and given contact numbers if any questions arose. In addition they were informed they had a 30 day review period and that their first payment would not process until after the 30 day review period had completed. Their first payment date was set for November 22nd, 2024. The customer was sent full documentation including all the coverage information, terms and conditions and a copy of financing to the Gmail account they put on file.
  
  The customer never contacted us, the administrator or the finance company to cancel or to put a hold on the payment scheduled for November. With no notification, the payment ran as scheduled. On November 25th the customer contacted us to cancel and demanded a return of their payment. Normally, When a customer cancels after the 30 day review and the policy has gone through underwriting and made active, we issue a pro-rated refund with a cancellation fee. However, the agent agreed that it was only a few days passed the 30 days and submitted the account to refund the full $199 payment with no fee charged.
  
  The attempt to process the refund on November 26th was stopped as the customer had already charged back the payment and the monies had already been returned to their financial institution. The request on 12-2 for a refund of the payment, is not valid as it would be a duplicate refund of the monies already returned. We have attached the policy info page, cancellation confirmation and chargeback transaction information should the customer require any information. If there are any additional questions, we encourage them to reach out to us and give us the opportunity to assist them.
  
  

• Initial Complaint

  Date:10/17/2024

  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 don't think this company is real. They were very pushy the first time I contacted them to get them to quit sending me letters in the mail. They told me my home was required to have there $188 warranty and that I needed it to cover the inside of my home. I am a first time homebuyer so of course when someone says I need something to protect my home I'm gonna get it. I called them today after figuring out my home had coverage and I did not need the warranty and the female I got on the phone with was relatively nice asking me for an account/contract number with them. I couldn't give them that at the time because I was driving home and told her I'd contact them back as soon as I got home. I contacted them back and a male answered the phone this time. I told him I needed to cancel my payment plan, he did not ask me about an account number, he then told me he was sure I wanted to cancel the plan but he didn't think I wanted to pay for something that was ***** in my home. I told him I couldn't afford the plan anymore, his response was to contact them if I couldn't afford to pay it for this month. I told him I couldn't pay the bill anymore, and I can barely afford groceries. His response was I'm living paycheck to paycheck too I would sell my vehicle to make sure my home was okay. I told him I just wanted to cancel my bill, he again told me he was sure I did want to cancel my bill and he would drop my payments down to $149 a month and told me I had the best plan which is what I want for my home. At this point I gave up and just hung around on the phone till he got off the phone. I then contacted **** and got them to do a stop payment for this nonexistent, frustrating company.

  Business Response

  Date: 10/23/2024

   Thank you for reaching out and sharing your experience. We sincerely apologize for the confusion and frustration you encountered during your recent interactions with our company. Your concerns are important to us, and we want to ensure that we clarify a few things to help put your mind at ease.
   Firstly, we would like to assure you that our company is legitimate and fully committed to providing home warranty services that meet the needs of homeowners. We understand that being a first-time homebuyer can sometimes be overwhelming, and we sincerely regret any misunderstanding that may have occurred regarding the necessity of the warranty or our communication process.
   We deeply apologize for any inconvenience caused by the conversation you had with our representative, and we will be reviewing the details of your case to prevent such occurrences in the future. Our goal is to provide helpful and respectful service.
   Please know that if you still wish to cancel your plan, we are more than willing to assist you in doing so. Alternatively, if you would like to discuss the details of your coverage or explore any other options that may better suit your needs, we are happy to help. We want to make sure you feel confident and secure in any decision moving forward.
  Again, we apologize for the confusion and hope we can resolve this matter to your satisfaction.
  

  Sincerely,
  Streamline

• Initial Complaint

  Date:08/29/2024

  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.

  I kept getting letters stating that somebody was trying to get a hold of me and it was time sensitive. At the time I didnt think nothing much of it until sometime in late July. They were asking me if everything was good with the home and if it was the warranty was going to stop coverage in September but I was trying to explain to them that I just recently moved in and havent spent much time in the home. The sales person was pressuring me to get the warranty. Ive been calling the company back but every time I call and I hit the 7 minute **** on waiting for someone to pick up, an automated message comes and says the office is closed and hangs up. I want a refund. I dont even think this company exists.

  Business Response

  Date: 09/09/2024

  Thank you for brining this to my attention. We sincerely apologize for any inconvenience. The refund in the amount of 195$ has been processed. We are open from 9am to 6pm EST. Please call if there is anything else we can do. We are very sorry to see you go, I hope this resolves the issue. We wish you the best. 

  Customer Answer

  Date: 09/09/2024

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

• Initial Complaint

  Date:07/10/2024

  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.

  This company sold me a home warranty, assuring me that if I decided against it, a cancelation and refund was guaranteed. Once I hung up, I never received the email with my purchase details. After 24 hours and nothing, I started getting suspicious. I looked them up and sure enough everyone is complaining about how this company took their money with nothing in return, saw where they are relatively new in the business and are not BBB acredited. This was concerning. I have called and requested cancelation and a refund multiple times. Not because of "buyers remorse" but because they dropped the ball up front and started looking and acting shady. The cancelation email came, but never a refund.

  Business Response

  Date: 08/07/2024

  We sincerely apologize for any inconvenience. Thank you for making us aware of this issue. Streamline Protection Group is always looking for ways to improve customer satisfaction. The account was activated on July 8th, 2024. Our records show the account was cancelled and refunded on July 10th, 2024. 

• Initial Complaint

  Date:05/22/2024

  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.

  The company is call** integrity and the sales person is through streamline protection group in ** it a policy for appliance repair I just bought a new home and the letter came through my mailbox it stat** that I ne**** the policy asap I call** and spoke with *********************************** he went through all the scope I agre** with the believe it was requir** by DRHorton Thr following day I was explain** I dont n ** this policy not a requirement I call** customer Service number ************** twice first spoke with *** very rude and bad customer service he told me I couldnt cancel the policy after just getting it on the 17th of May and now being the 21st that its a requirement from DRHORTON he couldnt cancel the policy after back and forth he told me he was making a note and we would still be charg** monthly I told him I would put a stop payment to the direct withdrawal I call** an hour later and got a girl wish was exactly the same she said no way was she canceling the policy I could tell her all I want** and she would not cancel I told her to get me a supervisor and she said she wads the supervisor I told her I was going to report them and she she go ahead and laugh** I told her if she thought that was fun and she said oh that was not me laughing it was my dog I advis** her I would be calling my bank to stop payment she she I could do what I want** to she would not cancel the policy , it makes me think this is not a real company its fraud I paid a down payment of ******

  Business Response

  Date: 09/12/2024

  We are very sorry to hear this. Streamline Protection Group is still fairly new, we certainly want to make sure something like this never happens again. The Down payment collected was $150.00. This has been refunded and the policy is cancelled.