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:06/11/2025

  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.

  In June 2025, I received a letter in the mail marked as a Final Notice Immediate Response Required, Secured By ******************, which is the company with my home loan. Nowhere on the letter is the name of the company who sent the letter, Superior Home Protection. The letter is deceptive, indicating that my home warranty is going to lapse. The sales person who I spoke with to collect information / do my research was trying his darndest to collect $4,757 from me over the phone. He kept referencing that he can only offer an inspection waiver on this very phone call. After asking which company he is speaking on behalf of, I realized it was a scam / deception.

  Business Response

  Date: 06/18/2025

  Thank you for bringing this matter to our attention. We understand your concerns and appreciate the opportunity to respond.

  Superior Home Protection offers optional home warranty coverage through direct mail marketing. The letter you received was part of a general marketing campaign intended to inform homeowners that coverage may be available. While public information such as mortgage providers may be referenced to personalize these offers, we understand how this can be misinterpreted and are reviewing the language used to ensure it is clear and not misleading.

  We regret that your conversation with one of our representatives did not meet your expectations. While we may offer inspection waivers or discounts during the enrollment process, customers are never obligated to proceed, and we support every customers right to fully understand whats being offered.

  Based on your feedback, we have removed your information from our mailing list to ensure no further communications are sent from our company.

  If you have any additional concerns or would like confirmation of your removal, our Customer Support Team is available at ************.

  Sincerely,
  Superior Home Protection Customer Relations Team

• Initial Complaint

  Date:06/01/2025

  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.

  This business sent me a letter that implies I am already a home warranty customer with coverage at risk of lapsing if I don't act quickly. They use terms like, "final notice" and "may be expiring or has already expired" and, "you still may have time left to activate a warranty on your home before it's too late." You have to be fairly savvy to suss out that this is just a marketing letter trying to get you to sign up with the company.

  Business Response

  Date: 06/10/2025

  Thank you for your feedback. We understand how the wording on our mailer may have caused confusion, and we appreciate the chance to respond.

  Superior Home Protection offers optional home warranty coverage through direct mail. The letter you received was a general marketing noticenot a statement that you already had coverage. We recognize that phrases like final notice may be misinterpreted, and we are reviewing our language to ensure it's clearer moving forward.

  As of today, you have been removed from our mailing list and will not receive any further mailings from our company. Please note that other companies in the home warranty industry may continue to send similar offers, as public records are often used in direct mail marketing.

  We are actively working with the Better Business Bureau to review complaint trends and ensure our marketing practices are clear, responsible, and in line with industry expectations. While we cannot speak for other companies, we are committed to addressing concerns brought to our attention and avoiding overpromising in our materials.

  If you have any questions, our Customer Support Team is available at ************.

  Sincerely,
  Superior Home Protection Customer Relations Team

• Initial Complaint

  Date:05/23/2025

  Type:Order 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.

  This company continued to send letters to my home indicating that my home insurance had lapsed and I needed coverage. As a first time home buyer, I thought this meant the coverage required for my mortgage and signed up for their service. It was only after a few payments that I was informed that was in no way affiliated with my mortgage requirement. I do not seek any sort of refund for what I've paid, only a cancelation of the contract.

  Business Response

  Date: 05/29/2025

  Thank you for your message. We have processed the cancellation of your policy as requested and can confirm that no further notices will be sent from our office. Our records show that the only mailing from Superior Home Protection was in July 2024, which coincided with the activation of your policy.
  If you are continuing to receive similar mailers, these may be from other companies in the industry, as we have verified that no additional correspondence has been sent from our office following your cancellation.
  We appreciate your feedback and wish you the best moving forward.
  Superior Home Protection

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:05/14/2025

  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.

  Aegis Home Warranty, Aegis Home Protection, ********************* Superior Home Protection, and Auto Repair Network, are clearly warranty scams run by the same group. I guess this new company was recently created to get BBB accredited but hopefully that will be revoked soon since theyre all the same. Do not purchase a warranty from them. I received an official enough looking letter saying my coverage would expire but there isnt even a company name or return address listed on the letter. Theyre using generic public information like home address and mortgage company name to make it seem more legitimate. Paying their monthly fee wont actually guarantee coverage and you can never get that money back. My bank even tried to dispute the charge that shouldve been another red flag! When cancelling they kept lowering the monthly fee until I was promised the employee rate from there I could see it was clearly a scam. The price dropped $300 in 2 minutes and they kept trying to sell me on it when I just wanted to cancel. Do not trust them with your money.

  Business Response

  Date: 05/20/2025

  Thank you for your feedback. We understand your concerns and appreciate the opportunity to clarify the differences between the companies and roles mentioned in your complaint.

  
  Superior Home Protection is an independent company that offers home warranty plans. We partner with several reputable administrators, as part of our commitment to providing customers with a range of high-quality coverage options. In this relationship, ***** serves as the administrator that manages the contract and claims, while Superior Home Protection serves as the selling agent, helping customers select and enroll in plans that best meet their needs.

  
  To clarify further, Superior Home Protection and Auto Repair Network are two separate companies, each specializing in different types of protection. Superior Home Protection focuses solely on home warranty products, while ******************* provides vehicle service contracts.

  
  After a thorough review of our systems, we were unable to locate any policy or customer record matching the name or details provided in this complaint. If there has been a misunderstanding or if more information can be provided, we would be happy to investigate further. Our goal is always to ensure transparency,fairness, and a positive customer experience.

  
  If you have any additional questions or would like to provide more details so we can better assist, please contact our Customer Support Team at  ************.
  

  Sincerely,

  
  Superior Home Protection Customer Relations Team

• Initial Complaint

  Date:04/29/2025

  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.

  I paid this company $1700 for a warranty for my home. I paid by debit card. The date on the docjment they finally sent me is dated, 3/7/2024. I didn&#**;t receive a contract. I never knew I had it and I didn&#**;t use it. I didn&#**;t realize all this until another payment notice came in for the balance to cover me for 36 months. In the meantime, I had signed with another warranty company. I asked them to give me a free year since I had already paid for a year. They said no.

  Business Response

  Date: 05/05/2025

  Thank you for bringing this matter to our attention. Were sorry to hear about the confusion surrounding your home warranty policy and appreciate the opportunity to clarify and resolve the issue.

  Superior Home Protection offers coverage under a 36-month agreement,which is not structured as a pay-as-you-go plan. While some customers may make partial or monthly payments, the contract is for the full 3-year term. We offer the option to continue coverage even if all payments havent been made,helping ensure uninterrupted protection for covered home systems and appliances.

  That said, we understand that this structure did not meet your expectations. Based on your request and feedback, your policy has been canceled,and we are issuing a pro-rated refund for any unused coverage in accordance with the terms outlined in your agreement. The refund will be processed and mailed to the address on file via **** and should arrive within 710 business days.

  If you have any further questions or need a copy of your contract for your records, our Customer Support Team is available on ************,and we would be happy to assist.

  Sincerely,

  Superior Home Protection Customer Relations Team

• Initial Complaint

  Date:04/15/2025

  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.

  I recently purchased a home in January 2025 and I started receiving misleading letter onmy mail about my home warranty (URGENT, "Your home warranty will expire soon... etc.) The name of the company (Superior Home Protection) was not clearly stated on the letter and the name of my bank from which I obtained the mortgage from was on bold and in CAP letters. I was under a lot of stress because of the home purchase, home repairs and moving, that initially I thought the letter was coming from my bank. I contacted them and agreed to the policy. When I did some research I realized this was not from my bank and a couple of days ago I contacted them to cancel the policy and to get a refund as stated on the bucklet they provided. When I contacted them they acted suspicious when I requested the cancellation. They started offering me lower and lower monthly payments to convince me of not cancelling. When I kept saying I want to cancel, they started putting me on hold, transferring to the "manager", and telling me they will call me back which they never did. I called them the next day and they started to convince me to keep the policy and started lowering the payments even more (from $236.00 to $75 which is very suspicious to see such a huge difference in price when I kept saying I dont want their policy). Then after so much back and forth, they said ok it is cancelled. When I requested a cancellation notification or confirmation, they said they don't provide cancellation confirmation and they replied "... we dont lie to customers". They also tell you different things from what is stated on the booklet they provideI. I was so furious because I cannot trust they will stop charging my card. They act very suspicious, they provide misleading information, and take advantage of people in vulnerable situations. I feel like a fool.

  Business Response

  Date: 04/21/2025

  Thank you for bringing this matter to our attention. We truly regret that your experience with our company did not meet your expectations, and we take your concerns very seriously.

  We understand how important it is for customers to feel confident and informed when selecting a protection plan, especially during major life events such as purchasing a new home. We are currently reviewing all aspects of your experience, including the marketing material you received and your interactions with our customer service team, to ensure we meet the needs of every customer with clarity, respect, and transparency.

  Upon review of your account, we can confirm that your initial down payment has already been refunded through a chargeback processed by your financial institution. Currently, we are submitting a request to our billing administrator, *****, to refund your monthly payment as well.This refund will be issued if the return payment process has not yet started.If the payment is already in the process of being returned, we will need to wait until that process is completed before issuing any refunds.

  We appreciate your patience as we work through this resolution. If you have any questions or do not receive confirmation once the refund is processed, you may contact our Customer Support Team at ************,and we will be happy to assist further.

  Sincerely,

  
  Superior Home Protection Customer Relations Team

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  Ixia Y ***** *******

• Initial Complaint

  Date:04/08/2025

  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.

  This company, Superior Home Protection, sends deceptive marketing mailers intended to confuse and deceive recipients. Language used in the marketing mailers references the recipients' name and mortgage lender by name, intentionally misrepresenting a relation to the recipient's lender. Urgent and threatening language is used, for example, "Final Notice," "it is important you contact," language about expired warranties, "...you have not contacted us," indications that some required coverage is out of date, threats of liability and costs, "before it's too late," and instructions in bolded text to "respond immediately." This language is intentionally deceptive and violates federal deceptive trade practice laws. Please confirm you will cease this practice immediately and remove my information from your databases.

  Business Response

  Date: 04/14/2025

  Thank you for your feedback. We take concerns like this very seriously and sincerely apologize for any confusion or frustration our mailer may have caused.

  Your information has been removed from our mailing list, and you will not receive any further communications from Superior Home Protection.

  Please note, however, that there are other companies in our industry that may send similar notices, and we are unable to control mailings sent by those unrelated third parties.

  We appreciate you bringing this to our attention and will continue to review our marketing practices for clarity and transparency.

  Superior Home Protection

• Initial Complaint

  Date:04/08/2025

  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.

  I do not recognize this transaction. I contacted the business using the information provided on my debit card statement, but they refused to cancel the policy, which I did not authorize. I am requesting the cancellation of the policy and a full refund of the charged amount. This is a Scam

  Business Response

  Date: 04/14/2025

  Thank you for reaching out and sharing your concerns. We apologize that you did not recall the activation of your home warranty plan,which was processed on April 4, 2025.

  Our records show that you spoke with our Customer Support team on April 8, 2025, and have since your policy has been discontinued, and a full refund was issued to your original form of payment.

  We appreciate your feedback and remain committed to resolving any issues promptly and respectfully.

  Superior Home Protection

• Initial Complaint

  Date:04/07/2025

  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.

  I am receiving predatory type "Final Notice" mailings sent to my late wife ***** ****** (as below). Please get this business to remove her name from their mailing list. This is the kind of stress I don't need as a surviving spouse. ***** ****** notices are coming to ***** ****** ********************************************************************

  Business Response

  Date: 04/11/2025

  Dear Mr. **************** are very sorry for your loss and sincerely apologize for any additional stress our mailings may have caused during this time.

  We have removed ***** ******* name and address from our mailing list, and you will not receive any further notices from Superior Home Protection.
  

  We work hard to ensure the accuracy of our mailings and will take your feedback seriously as we continue to review and improve our processes.
  

  Thank you for bringing this to our attention.
  

  Superior Home Protection

• Initial Complaint

  Date:03/21/2025

  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.

  I received an advertisement from Superior Home Protection on March 21, 2025 that was deceptively packaged as a government-issued "Final Notice" that my "Home Warranty" may be expiring, with "IMMEDIATE RESPONSE REQUESTED." The "notice" purports to be from the ************************ and says it is "Private and Confidential." It references my actual mortgage lender and gives me a "CUSTOMER ID" number to lend itself an air of credibility. The letter is signed by "****** ********," who identifies himself vaguely as a "Program Director."The name of the actual company, Superior Protection, appears only in small type disclaimer text at the very bottom of the page: "Not all consumers have previous coverage. Superior Home Protection is not affiliated with your current mortgage holder. Home Warranty administered by *********************."I am requesting that Superior be told to end this advertising campaign, which runs along the line between misleading and fraudulent, as soon as possible.

  Business Response

  Date: 03/27/2025

  Thank you for sharing your concerns. We understand how the mailer you received may have been confusing, and we sincerely apologize for any frustration it caused.  

  Please know that we have removed your information from our mailing list, and you will not receive any further notices from Superior Home Protection.  

  We appreciate your feedback and will continue to review and refine our marketing practices to ensure clarity and transparency. If you have any additional concerns, feel free to reach out to our customer support team.  

  Thank you, 

  Superior Home Protection

  Customer Answer

  Date: 03/28/2025

  Thank you for your message. Am I allowed to see the business's response? Currently I just have your message that a response was received.