ComplaintsforLike New Home Warranty

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Like New Home Warranty issued me a refund check of $1917.28 for my warranty plan, identified by number ****** ********* ************. I deposited the check into my ********** account on April 8th. However, upon checking my bank account today, I discovered that the check had bounced. Upon contacting *****, I learned that the check bounced due to insufficient funds in Like New Home Warranty's bank account. Upon contacting Like New Home Warranty, the customer service manager assured me that they have a sufficient amount of money on their end. The customer service manager even suggested that I go to the bank and deposit the check in person, but that's not even the reason why the check was refunded. I have a feeling that this is just their excuse to avoid issuing me the refund. They mentioned that if the check gets rejected again, it would take them three to eight weeks to issue me a new one. I would like to receive my refund as soon as possible, without having to deal with any misleading information from Like New Home Warranty. It's clear that they are not being truthful with me.

  Business response

  04/30/2024

  We received that there was an issue with the refund check that was mailed to the customer we contacted the customer the same day that we got notice of the issue and  reached out to the customer and made it right that day issuing her a refund on 4/11/2024 directly via Venmo in the amount of *******, so that she did not have to wait for a new check. 

• Initial Complaint

  03/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 03/12/2024 I recieved a letter from this company declaring that I needed to activate homewarranty. This letter included my mortgage lender information and that this was my Final Notice to activate. I was curious, because I thought my home warranty was taken out through my escrow account, so I called the said company. Nowhere on the letter or in the phone call does is the company name stated. I asked about my homewarranty going through my escrow account and the person said that I didn't have homewarranty. I was emotionally compromised at the time and so I gave him my credit card information and purchased "home warranty." My husband came home and told me that we did have home warranty.On 03/13/2024, when my husband tried to cancel, the person on the line argued we cancel with our current home lender policy. My husband said no. They argued for awhile. My husband said he was going to report this company and hung up. A few minutes later I received an email saying our coverage was cancelled. Looking at the email, it says our car coverage was cancelled. We never had car coverage with said company. 03/13/24 I look on my credit card account and noticed that I was charged $395 for "Home warranty" with no company name attached. I reported the incident to my credit company and had them issue a charge back. On 03/15/24, I finally received a name for this "company": Like New Home Warranty, and the credit card company has blocked all transactions from this company.Information from the emails I received. The email given **********************************************. I was not given an invoice for the policy. This policy is from a company called "Home Warranty Direct". I began reading the contract that I never signed), and it has my husbands name listed. My husband never agreed to the terms and conditions (Contract: H642935679 Amount: $4254.05). We will not be paying this "company," as it has used fraudulent practices and signed my husbands name to a contract he never agreed to.

  Business response

  03/18/2024

  Hello Mrs. ***** we show that coverage was set up on 4/3/2024 and cancelled later that day. Your full refund was issued back the same day. 

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called last year about my AC The company sent someone who didn't show up. I called.several times. Finally someone came. It needed a repair. I was told someone would come repair it or I could choose. But again they sent someone who did a patch job. I had this issue many times. When we needed to use it again this summer we had the same problem. Rather than waiting for the same guy to come back I called and opened a claim. A friend of mine has an HVAC company. He did a thorough examination and gave me an estimate and bill. We sent it in. I called many times. I have not gotten any response. It is hot. MY Ac isn't working. We had to buy heavy duty fans. I want my AC fixed. That's why I pay every month for this warranty.

  Business response

  09/25/2023

  Hello ****** * ****** I have spoken to the claims department and they had sent you a check for 1500 for the AC repair back on 9/5/2025. That is the max payout for the age of your air conditioner per the terms of the contract. We show that since the start of your contract you have has several claims paid out totaling $2840.00.  We have brought up the issues that you had with the claims process to the claims manager and they are working to fix these so that they are resolved in the future. We show that a Replacement check was sent out to you on 9/21/2023 for a reimbursement check that was lost. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had received letter in the mail stating that my home warranty was due to be renewed. I thought it was through who I had one through. A couple months later I received a letter from who I have an account with stating that it was up for renewal. So I did some research and I signed up for a 2nd home warranty which was not needed. I have contact like new home warranty to cancel the policy it is way more expensive them the one I already had. They stated they sent me an email I have not received an email and won't cancel the plan without a written letter. When j asked what all I needed to send over and where to. She was very rude and unprofessional. She did not even give me an address to send the letter to. They take advantage of customers with how they send out letters. I have contacted the 3rd party and stopped payments from coming out of my account.

  Business response

  11/10/2023

  Hi *********,
  Thank you for your feedback. We apologize if there was a miscommunication on this policy being opened as a new policy rather than a renewal. Our records indicate your policy was authorized  on 04/10/2023. We received your call to cancel on 07/31/23 and are happy to report this policy was cancelled the same day so no further transactions would have attempted to draft from your account. The letter we require via mail is for your pro-rated refund, not a cancellation and again, we apologize if that was not made clear to you by the representative in your call. We appreciate your transparency in how you felt our customer service representative handled the call unprofessionally and we will certainly use your recorded call to improve our representatives' mannerism on customer calls moving forward. I hope this helps clarify any confusion that may have incurred. To help alleviate some of the stress and confusion that has occurred. We are going to use your complaint as your letter to request your pro-rated refund.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a technician come out to fix my A/C unit and it is not repairable. I was advised by the technician that the unit needs to be replaced. I have reached out to my Insurance company Like New Home Warranty and I continue to get the run around. I have been reaching out for assistance for 4 weeks now and The last time I spoke with a representative from the Company, I was hung up on. My A/C has not been working for 4-5 weeks now. I have small children in the home and it is imperative that I have a working A/C unit. Contract Number **********

  Customer response

  08/22/2023

  Try ********* home warranty. I think they are under another name. 

  Business response

  10/25/2023

  Hello Mr. ****, We are so sorry to hear that you have had so many issues with the claim process. We reached out to your administrator who is in charge of claims. Per them You started your claim on 7/12/2023. On 7/13/23 you were advised that we would try and get someone out there but to expedite the process you could locate your own service provider. On 7/18/23 you called the After hours claims line and a representative called you and told you where you could send the diagnostic invoice so that they could proceed with the claim process on your account. On 7/28/2023 they show that you called in upset about the time frame on the claim. On 8/2/2023 they were able to speak to your service technician company and finally get everything that was needed to proceed with the claim on your account. On 8/8/2023 the administrator sent you a check for $1500.00 as your air conditioner was over 10 years old and that is the maximum that will be paid out per your contact. We do show that our customer service department tried to assist you with the claims process multiple times throughout the claim process but unfortunately you kept hanging up on our representatives before they could actually provide you with information to help with the claim.  Again we are sorry that you experienced so many issues with your claim. 

  Customer response

  10/30/2023

  Complaint: ********
  
  I am rejecting this response because:
  You all liars and never gave or sent me any policy to show what was covered or not until I had an issue with my ac unit. On numerous of occasion I was hung up on and yes I was frustrated because of the back and forth. Why would I pay you all, if I had another service to use. Bbb should fine you all for this response. Your goals was to satisfy the costumer, which wasn’t done by paying a 1500 payment when the ac I need was over 8,000. Why would entrust my money to a platinum plan to get silver results. You all owe me more money. Your costumer service is horrible and the manipulation tactics you all use to rob people is insane. I pray God reveals everything you all are doing. I have never had such bad service and. I also have a recording and a witness of you all behavior and actions. 
  
  Sincerely,
  
  ****** ****

  Business response

  11/08/2023

  Hello Mr. ****, We Show that your contract was sent to you a two different ways, the first was on 11/22/2021 via email and the second was also on 11/22/2021 when it was mailed to your covered address. You spoke to customer service two times and never mentioned to our reps that you did not get the contract. As the contract was never returned to us we had no way of knowing that you had not received the contract. As for the issues with claims we do not administer, Approve or Deny claims. This is strictly handled by your Administrator. We did go to your administrator and help with your claim but per the terms of the contract that due to the age of your AC the max limit of liability that could be paid out was given to you for that claim. We are a broker and work with multiple administrators, we have working relations with them but are not the ones that can do any part of the claims process. 

  Customer response

  11/08/2023

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

  Yes, if your records will show, after I filed the claims you sent me a copy to try and protect yourself. The policy should have been sent upon getting the policy. You have no proof you sent me a copy prior to the claim but you do have one after the claim. I feel that I should be completely reimbursed or paid for for the ac unit. You all have done this very thing with me over and over again. You are not a company for the costumer. You all are thieves and manipulators. I will contact BBB by phone and you will hear from a lawyer, if you don’t respond with a willingness to reimburse or pay for the unit. I pray everyone that has your insurance finds out you all are only taking but not will uphold your end of the deal. 

• Initial Complaint

  06/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ive been trying to cancel my warranty and the customer service representative was very argumentative and avoiding the fact that I want to cancel. No one will ************* and its all smoke and mirrors. Issue is still not resolved.

  Business response

  10/31/2023

  Hello Mr. *****,
  Thank you for your honest and transparent feedback. I am sorry to hear that our customer service representative made you feel your request was being avoided. We will certainly use this feedback to improve our standard of quality in calls moving forward. Our records indicate that your policy was cancelled on 6/27/2023 at the end of your call with our customer service. We apologize if this wasn't made clear to you by the representative on your call. Again, we appreciate you bringing this to our attention so we could address and make sure we better assist customers going forward. 

• Initial Complaint

  06/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  fraudulently opened and billed ** for homewarranty with *************** Group

  Business response

  10/31/2023

  Hello Mr. *****, we want to clear up any misunderstanding and apologize for any confusion with your account. After reviewing our calls, this policy was setup on 5/8/23 by Mrs. ***** who authorized the down payment to activate the policy. We later received a call from you on 6/9/23 and are happy to let you know this policy was cancelled at the end of your call. We hope this clarifies any confusion that may have occurred and we wish you the luck in your future endeavors .

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/22/2020 we purchased Gold Coverage Home Warranty insurance which will expire on 6/21/2023.Last September, 2022, I noticed the wall switch for the Quiet Cool, which has "low", "off", "high" options, needed to be pressed hard to turn on the "low" option, but it still worked. We did not need the Quiet Cool during the cool season months.On the weekend of April *****, 2023, I was unable to turn on the Quiet Cool on the "low" option. I pressed harder to no avail. Due to my arthritis, I have weakness in my hands. I asked my husband to press it, he did and it did not turn on. The "high" option worked fine. I called Like New Home Warranty on Tuesday, May 2nd, to put in a claim. A manager came on the line to deny our claim since we did not report it in September. I read the contract and it states to call in a claim when "a covered item becomes inoperable and unable to perform its designed function". I explained that it was still working in September, 2022. It did not work in May, 2023. Our claim was still denied.

  Business response

  10/31/2023

  Hello Ms. *******, After looking into everything I see that you called the administrator to start a claim on 5/2/2023. After you reviewed everything with one of the administrators representees the claim was denied due to the date the components started malfunctioning which you stated was in September 2022. Per the policy yes a claim needs to be called in when an item becomes inoperable and unable to perform its designed function but when you stated that it had to be pressed hard to turn on the "low" option back in September 2022, that is when the issues started. That would have been the time to call due to it not properly working. As the Seller we are always here to help had you and If you had called us after it had started giving you issues or after the claim was denied we would have reached out to the administrator on your behalf to help resolve the issue. We can not approve or deny any claims but are are here as a liaison to help customer in a difficult situations.

  Business response

  10/31/2023

  Hello Ms. *******, After looking into everything I see that you called the administrator to start a claim on 5/2/2023. After you reviewed everything with one of the administrators representees the claim was denied due to the date the components started malfunctioning which you stated was in September 2022. Per the policy yes a claim needs to be called in when an item becomes inoperable and unable to perform its designed function but when you stated that it had to be pressed hard to turn on the "low" option back in September 2022, that is when the issues started. That would have been the time to call due to it not properly working. As the Seller we are always here to help had you and If you had called us after it had started giving you issues or after the claim was denied we would have reached out to the administrator on your behalf to help resolve the issue. We can not approve or deny any claims but are are here as a liaison to help customer in a difficult situations.

  Customer response

  11/01/2023

  Complaint: ********
  
  I am rejecting this response because: As stated on the Home Warranty contract, I was to call when the unit was inoperable/unable to perform its designed function.  In September, 2022 the unit was still operating and performing its designed function.  In May, 2023 it was not functioning and not performing it's designed function, that's when I called to file a claim.
  
  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife found Like New Home Warranty as we needed coverage for our home. After not getting information on your policy/contract with the company. We found on BBB website that Like New Home Warranty was not a good company and called to cancel plus send an email. After not getting response from the company, called them. We were told that a cancelation had to be in writing. So sent a certified letter that they refused to accept for weeks. In Dec 2020, they finally accepted the letter. Called them to see when we would get out money back and was told they had 90 days per the contract before they had to return out money. I called them today and they are still can not tell when they will return my $225.00. Gave $100. down one monthly installment in advance of $125.00. Just want the return on my money now. If it can be done, close this company down for good!

  Business response

  10/31/2023

  Hello Mr. *****,
  Thank you for your feedback. When this was brought to my attention, I carefully reviewed our records for any and all correspondence. Our records indicate your policy was opened on 08/23/22 and cancelled 09/27/22. Our customer service representative explained on a recorded line that as your contract states, your refund would be pro-rated and a written letter would be needed to issue the refund. If there was a delay in receiving your letter it was unfortunately, due to the postal service as we do not decline mail. Once we received your letter, a pro-rated refund was issued to you in the amount of $48.82 on 04/19/223. We apologize if there was any confusion on the amount you would receive, and truly hope you understand we did exactly as promised at the time of your call. 

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In June of ******************************************* that my existing Home Warranty was about to expire. They collected my debit card information and began charging my account to renew the policy. On 06/08/2022, 07/09/2022, 08/11/2022, 09/09/2022, 10/09/2022, 11/21/2022, 12/16/2022, 01/27/2023, 02/09/2023 & 03/09/2023 my account was charged - 1 "down payment" of $189 and 9 monthly payments of $178.33 - for a total of $1,793.97. What I did not realize was that there was no existing Home Warranty policy with this company. I had a policy with another company, Old Republic Home Protection, and when they contacted me this month to renew, I questioned why they could not continue with the monthly payments that were being deducted from my account. This is when I realized that the payments were going to another company for a 2nd policy.Like New Home Warranty led me to believe that I was renewing an existing policy which was not true. I would never have agreed to make any payments for a 2nd policy, when I already had a fully paid one in place. I filed no claims with Like New Home Warranty. I believe they should refund to me the entire amount paid to them of $1,793.97.I emailed Like New Home Warranty through the BBB website on 03/27/2023, asking for this resolution. I have not received a response.Contract Number H021681033

*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. ↩