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:07/18/2023

  Type:Customer Service 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.

  They keep sending me stuff in the mail, every couple weeks they send what looks like a check, it's a registration voucher. I call them a couple times to stop sending me stuff and they keep sending me this stuff. I don't want them to send me anything any more.
  
  No further contact by the business

  Business Response

  Date: 07/25/2023

  To whom it may concern, 

  We appreciate you taking the time to voice your concerns
  regarding the mailings you have been receiving. We apologize for any
  inconvenience caused by these communications, and we want to assure you that we
  take your request seriously.

  Upon receiving your complaint and reviewing our records, we
  took immediate action to remove your contact information from our mailing list.
  This ensures that you will no longer receive any further mailings from our
  company.

  However, it is essential to note that while we have removed
  your information from our mailing list, other companies in our industry might
  have independently obtained your contact details and may continue. 

  Once again, we apologize for any inconvenience caused by
  these mailings, and we thank you for bringing this matter to our attention
  through the BBB complaint process. If there is anything else we can do to
  assist you or if you have any further concerns, please feel free to contact our
  customer support team at ###-###-####.

  We genuinely value your feedback and your relationship with
  us. Thank you for your understanding, and we hope to restore your trust in our
  company.

  Thank you,
  Superior Home Protection 

• Initial Complaint

  Date:06/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a senior citizen who does not thoroughly review my cc statement monthly. I noticed that I had been charged $229.33/month beginning on Feb. 14th of this year for a service I know nothing about. I called the number on the statement and discovered it was a "3rd party" company. I was then given the number of Superior and directed to contact them directly. After having difficulty finding me in their system, until I said that I had charges on my credit card proving the money was going to them, they said they "found" me in the system. I explained that I don't know anything about them, never agreed to any service, and never received any paperwork confirming any such "agreement". I demanded a full refund and insisted they immediately suspend my cc charges. I also asked to speak to someone or that they give me a number, any number, so I could find out what my refund amount would be. They claimed no such person could be contacted, even a supervisor, to try and settle repayment. I ended up faxing a cancellation request to the number given by Superior and was told I would just need to wait for a response or refund (without knowing what to expect)! This is not the way a reputable or honest company conducts business.

  Business Response

  Date: 06/29/2023

  To whom it
  may concern, 

  Thank you
  for contacting us and expressing your concerns regarding the refund process and
  timeline. We apologize for any inconvenience you may have experienced and appreciate
  the opportunity to address your complaint.

  We strive to
  provide efficient and prompt service to our customers, and we regret any
  frustration or inconvenience caused by the refund process. Please be assured
  that we take this matter seriously, and we are committed to resolving it to
  your satisfaction. 

  We have
  reviewed the interactions with Ms. **** and show that she contacted our office
  on 2/10/2023 and purchased a Home Warranty. We sent all information to her
  address which was delivered on 2/18/2023. We had no additional contact with Ms.
  **** until we contacted her regarding the past due payment on 6/19/2023 and she
  was provided the Customer Support number. Ms. **** contacted our Customer Support
  team on 6/22/2023 and was provided the information per the term of the contract
  for a pro-rated refund.  

  To expedite
  the resolution, we have taken immediate action to investigate the issue
  internally. We have issued a pro-rated refund based on the terms of the
  contract, which should be delivered to the address on file within the next 7 –
  10 business days. 

  If you have
  any further questions or require additional information, please do not hesitate
  to reach out to our customer service department, and we will be more than happy
  to assist you.

  Once again,
  we apologize for any inconvenience caused and appreciate your understanding.

  Best
  regards,
  Superior
  Home Protection 

• Initial Complaint

  Date:06/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received a threatening letter in the mail looking exactly like a government official letter, printed on filigrane paper, and stamped with an American eagle. The words were alarming and threatening FINAL NOTICE! ACT IMMEDIATELY!
  I called and that number says “superior home warranty”.
  I want to file an official complaint to prevent these toxic letter from continuing to harass honest people. Some would be very worried and feel threatened and get lured into this junk!
  Thanks

  Business Response

  Date: 06/23/2023

  To whom it may concern, 

  We hope this letter finds you well. We have recently
  received your complaint regarding the mailer you received from us, promoting
  our Home Warranty services. We sincerely apologize for any dissatisfaction
  caused by the content and wording of the mailer.

  At Superior Home Protection, we strive to provide the
  highest level of customer satisfaction, and we deeply regret that our
  promotional material fell short of your expectations. We appreciate your
  feedback as it allows us to identify areas for improvement and take necessary
  actions to rectify any concerns.

  Please be informed that we have thoroughly reviewed your
  complaint and have taken immediate steps to address the issue. We have removed
  your name and address from our mailing list, ensuring that you will not receive
  any further promotional materials or solicitations related to our Home Warranty
  services.

  We understand the importance of maintaining a respectful and
  customer-centric approach in our communications, and we assure you that your
  feedback will be taken into consideration during our future marketing
  campaigns. Your opinion matters to us, and we appreciate your assistance in
  helping us enhance our communication strategies.

  If there is anything else we can do to assist you or if you
  have any further concerns, please do not hesitate to reach out to our Customer
  Relations Department at *************

  Once again, we sincerely apologize for any inconvenience
  caused, and we thank you for bringing this matter to our attention. We value
  you as a customer, and we appreciate your continued support. We look forward to
  serving you better in the future.

  Sincerely,
  Superior Home Protection 

• Initial Complaint

  Date:05/18/2023

  Type:Customer Service 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.

  Why does SHP send a letter about a mortgage when there is no mortgage on the property? Why does SHP not disclose its business name in its letter? Why does SHP send a document that looks like a check when it is not a check?

  Business Response

  Date: 05/29/2023

  To whom it may concern, 

  We are writing in response to your recent complaint regarding the marketing materials you received from our company. We value your feedback and take your concerns seriously. Please accept our apologies for any inconvenience or distress caused by our marketing communication.

  At Superior Home Protection we strive to uphold the highest standards of ethical marketing practices and provide accurate and transparent information to our customers. We deeply regret that the marketing materials you received did not meet your expectations and fell short of our usual standards.

  We will take your feedback into consideration and reevaluate our marketing strategies to ensure they align with ethical advertising practices and respect the preferences of our customers. 

  Regarding the lack of clear information about our company's identity on the marketing material, we sincerely apologize for any confusion caused. Transparency is of utmost importance to **, and we understand that the omission of our company's name raises concerns about the legitimacy and credibility of our communication. We will make every effort to ensure that our marketing materials clearly identify our company, providing customers with the necessary information to make informed decisions.

  We genuinely appreciate you bringing this matter to our attention, as it gives us an opportunity to improve our practices and better serve our customers. Your feedback is invaluable to us, and we assure you that your concerns will be taken into account as we review and refine our marketing processes.

  If you have any further questions, concerns, or would like to discuss this matter in more detail, please do not hesitate to contact us directly at ************. We are committed to resolving this issue to your satisfaction and restoring your trust in our company.

  Sincerely,
  Super Home Protection 

  Customer Answer

  Date: 05/30/2023

  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:05/17/2023

  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 1/19/23 I paid my first month with superior home protection. I did not receive a booklet in the mail until after March, (and they claim that you can get a full refund after 30 days on the phone and they dont mail this thing out till 45 days later )and began reading the fine print. I called and spoke with someone who claim to be a manager and I informed them that I wanted to end my relationship with them because I was falsely informed about their program I sent a letter which I was informed to do on 3/28/23 and explained I had spoken to a district attorney friend of mine, just wanting to get back my original $199 and then the $193 I paid in February. I am disabled I have a very limited income, and I spoke with the company on 5/8/23 asking where my $392 was. I was informed the checks go out a certain time in May and.on 5/16/23 I received a check from DKC marketing LLC for $172.57. The company owes me $220 more. I reached out to the company.5/17/23 stating they did not pay me what they told me they were going to and I was told it is prorated I dont even know what theyre talking about. I was told by a so-called manager I was just getting my full money back.When I googled about supreme home protection and saw they were pages and pages and pages saying this company was a scam. People never got what they were told. I just want my $220 and not to have to go to court and fight for it .I have no one to help me I cannot work and I need that $220 so I can buy food for next month.

  Business Response

  Date: 05/24/2023

  To whom it may concern, 

  Thank you for taking the time to express your concerns through the Better Business Bureau. We value your feedback and understand the frustration you may be experiencing.

  After receiving your complaint, we thoroughly reviewed your account and transaction history with our company, Superior Home Protection. We found that your refund was processed in accordance with the terms and conditions outlined in our contract. The contract clearly states the conditions under which refunds will be made, and based on the information we have, your refund was calculated correctly. However, to show we are committed to treating our customers fairly, we will send the difference via check in the amount of $219.43 and you should receive this in the next 5 to 7 business days.. 

  Superior Home Protection values you as a customer and we want to ensure your satisfaction. It is never our intention to make our customers feel undervalued or disregarded.Please accept our apologies for any confusion or disappointment this situation may have caused.

  We are always here to help and clarify any questions or concerns you may have. Please feel free to reach out to ** directly at ************.

  Thank you,
  Superior Home Protection 

  Customer Answer

  Date: 05/25/2023

  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:05/15/2023

  Type:Customer Service 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 harassed by them repeatedly and told them I did not want their services. ***** *** has called me several times a day, every day. I expressed that I don't want any of their services. It is always a different number and that is illegal. They are offering services that they don't fulfill. They are offering home protection, secondary insurance or something like that.

  Business Response

  Date: 05/22/2023

  To whom
  it may concern, 

  I am reaching out to
  you on behalf of Superior Home Protection in response to the complaint you
  recently submitted to the Better Business Bureau. We greatly appreciate you
  bringing this concern to our attention as we value all our customers'
  experiences and concerns.

  To
  begin with, please accept my sincerest apologies for any distress the unwanted
  phone calls may have caused you. Having said that, I would like to clarify a
  few points regarding your claim. We do not make any outbound communication to
  potential consumers. We have reviewed our records in depth after receiving your
  complaint, and we found no instance where a call was made to your number from
  our end. Also, we do not have an employee by the name of ***** ***. 

  Please
  understand that Superior Home Protection is committed to providing superior
  customer experience and ensuring your peace of mind. We greatly regret that
  you've had to experience this inconvenience, and we want to assure you that we
  have no part in these intrusive calls.

  If you have any additional questions
  or concerns, please contact our Customer Support Team directly at ###-###-####
  Monday – Friday 8AM – 5PM CST, please note that our phone turns off from 12PM –
  1PM for lunch.
  

  Thank you,

  
   Superior Home Protection 

   

• Initial Complaint

  Date:04/17/2023

  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 keeps sending fake checks trying to entice me to use their home warranty. They won't stop, i've told them before to take me off their list. I'M NOT INTERESTED PLEASE STOP THE HARRASSMENT

  Business Response

  Date: 04/21/2023

  To whom it
  may concern, 

  Superior Home
  Protection apologizes for any inconvenience that our notice might have caused, but
  the notice does state that this is not a check on the bottom. We have removed
  you from our mailing list and you will no longer be receiving any additional
  notices from our office. Please note that there are other companies in
  our industry that you could possibly be receiving notes from. If you have any
  additional questions or concerns, please contact our Customer Support Team at ###-###-####
  Monday – Friday at 8AM – 5 PM CST. Please note our phones turn off daily from
  12PM – 1PM CST for lunch.

  Thank you, 

  Superior Home Protection 

• Initial Complaint

  Date:03/31/2023

  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.

  Have been paying $217/month that is drafted from my account since July. I tried to call numbers that are on my papers from where I signed up. They are no longer in service. I looked up on internet for a number for the company and they say “for service on an existing home warranty- call your provider “. Then it goes silent. There is no way to find your “ provider”. It is clearly a scam. Will be at my bank in the morning to report fraud. I’d like a refund of $217month for the last 9 months. I’m 85- they should be ashamed.

  Business Response

  Date: 04/07/2023

  ******** **** ********** apologizes for any challenges *** ***** has had in trying to contact us or administrator.  Looking at the paperwork that was sent to *** ***** at the time of purchase on 7/16/2022, the phone number for our customer service department ************** was listed on her paperwork, which we have been receiving calls on and tested it to ensure everything is working properly, and it is.  If *** ***** would like to let us know what phone numbers she was calling, we would be happy to assist her and find out where the problem is.  It appears as though we did speak with *** ***** on 3/31/2023, from a call initiated by her, so she was able to get through to our company.  On that phone call, *** ***** stated she wanted to cancel out her policy which we did so on that same day.  We issue a refund check approximately 7 days after cancellation to allow time to process the cancellation.  Today, 4/7/2023, a refund check was mailed to *** ***** to the address on file using check *****.  This should be in her mailbox in approximately 3-5 business days.  Again, if *** ***** would like to share what telephone numbers she was calling to try to get through to us, we would be more than happy to research and see exactly who/where she may have been calling.  

   

  We sincerely apologize to *** ***** for any challenges she may have had trying to get in contact with us, as our phone system has been fully operational and we have not experienced any technical issues for quite some time.  If *** ***** has any other concerns, or information to share, we would be more than happy to accommodate any needs she may have. 

   

   

• Initial Complaint

  Date:03/15/2023

  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.

  I received a letter from ****** ******** ***. It states that the home warranty for my property may be expiring or may have already expired. I just got out of hospital and was trying to catch up on bills. I called company to find out what this letter was regarding…silly me. I paid them $196.00 and immediately realized it was a scam as soon as I hung up. I’ll contact my bank in the morning to report fraud. I’m usually very good at recognizing scammers, but I fell for this one. I want a full refund and then my name and address removed from any lists they may have. I’m mad at myself and please don’t make the same mistake I did! They are scammers!

  Business Response

  Date: 03/20/2023

  To whom it may concern,

  Superior Home Protection apologizes for any confusion when
  purchasing the policy. We offer home warranties to consumers that will allow
  them not to pay for unexpected home repairs. We have not talked with Ms. Kopp
  since she purchased the coverage plan on 3/14/2023.

  To resolve this complaint, we have cancelled the policy and
  issued a full refund back to the account on file. This takes about 3 – 5
  business days to reflect on your statement.

  If you have any additional questions or concerns, please
  contact our Customer Support Team at ************ Monday – Friday 8AM – 5PM
  CST.

  Thank you,
  Superior Home Protection

• Initial Complaint

  Date:03/07/2023

  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 had a warranty with them with over $1,000 approximate dollars on it and I put in a complaint about my microwave that went out. They have been paid out of my bank account. They repaired it but it doesn't work, the microwave that goes over the stove. They came back again and ordered parts for it to be repaired again. I called them because they have never come back to fix it. This has been going on for 3 months. I stopped them from taking the money out of my bank account. They have been charging my account and I have no service from them.

  Business Response

  Date: 03/14/2023

  To whom it may concern,

  Superior Home Protection apologizes
  for the issues encountered while filing a claim with ***** **** ****. ***** **** **** is the administrator of the policy, who handles the claim process
  including approving or denying claims as well as payment for the claims.

  We have contacted ***** **** ****
  regarding these concerns, and they have advised of the following regarding this
  process:

  01/23/2023: Customer called in and filed a
  claim for his microwave, it was not heating and making a terrible noise.

  01/24/2023: Provider stated that could come
  out to the customer’s home.

  01/26/2023: Provider went out to the home to
  fix the unit.

  01/26/2023: Provider stated the unit was not
  working properly, they disassembled the unit and repaired the wiring harness
  and door switch. The unit was working up to spec, unit was heating properly,
  and customer verified the unit was functioning. Customer paid the $75.00
  Service Fee

  01/30/2023: Customer called in and stated that
  the microwaved was not working correctly.

  02/01/2023: Provider touched based with us and
  said that he would be contacting the customer to go back out there. I advised
  the customer of this information and he said that he was going to go to the
  BBB, that we were a racket company associated with Car Warranties and he
  disconnected the call.

  02/07/2023: I followed up with the customer,
  he answered and stated, “Oh you want to play games, I will play games right
  back” and disconnected the call on me. I called the customer back and he
  started the conversation by telling me I was playing games with him when I
  would try to give him an update, he would continue to talk over me and tell me
  and say that we were a racket company associated with Car Warranties. He
  finally stopped talking and I asked if I could please give him an update on the
  claim he said “No, if you really wanted to help me, you would stop calling me.’
  The customer disconnected the call.

  Superior Home Protection has not had contact
  with this customer since 2/1/2023 when we escalated this back to ***** **** ****.
  When Superior Home Protection received notification from BBB that this claim
  was still not resolved we have been working ***** **** **** to resolve this
  issue.

  Per ***** **** **** they contacted the
  provider on 3/3/2023 but he was in another customer home and stated he would
  need to contact their office back. ***** **** **** did not hear back from the
  provider and left a message with him again on 3/8/2023. On 3/10/2023, ***** **** **** reached out to the provider and re approved the parts since they have
  not been installed and outside of their 2 week approval timeframe. Per ***** the parts are already with the provider and they should be able to contact the
  customer right away however when attempting the number provided, the person
  answering the phone is stating that we have the incorrect number.

  Again, Superior Home Protection apologizes for
  these issue but please understand that all claim processes are handled through
  the administrator of the policy. To resolve this complaint, we have issued a
  full refund. This will be sent via check and to delivered via **** to the
  address we have on file.

  If you have any additional questions or
  concerns, please contact our Customer Support Team at ************ Monday –
  Friday 8AM-5PM CST.

  Thank you, 

  Superior Home Protection