Complaints

This profile includes complaints for American Home Protect, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Home Protect, LLC

  3460 Lotus Dr STE 150 Plano, TX 75075-7834

  
• 

  American Home Protect, LLC

  2024 W 15th St STE F346 Plano, TX 75075-7363

  

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:12/12/2023

  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.

  They keep charging my credit card after closing the account 5 months ago. After closing the account in June of 2023 they continued to charge my credit card. I have called them 3 times requesting they stop charging me. this latest charge was for December 2023 I called and they told me they have no account with my name on it. I asked then how do you continue to charge my account no response only dead air on the phone. I will be filling theft and Fraud charges.

  Customer Answer

  Date: 12/21/2023

  Bank provided incorrect information, Please stop any further action with this complaint. Thank you, *********************************

  

  Business Response

  Date: 12/22/2023

  Hi ******,

  We are sorry to hear this and we escalated your case to the customer care department. It is true that they could not find your contract in any records.We also want to note that the address you listed in the complaint is from ****************, and we dont sell our warranty in Washington. Because of that,it is very likely you have this confused with a different company. So, the first thing we would recommend is to look at your contract and make sure that it is not with American Home Shield, that is not our company. Second, if you are certain it is with our company, simply give the agent the contract number from your records and they will be able to determine if that was a contract number our company has ever used. One of our agents has called and left a message, you can use the number in the voicemail to respond to the agent and he will have all the information of the case already available. If the home you had the contract for is in **************** as your current information suggests, then we are not the company, however if you had a home in a different state covered, please return the call to our agent who is happy to help you sort through this and may be able to help you determine which company you had a contract with.

  Customer Answer

  Date: 12/26/2023

  I have reviewed the business response and accept this resolution. 

  Bank provided incorrect information, Please stop any further action with this complaint. Thank you, *********************************

• Initial Complaint

  Date:12/07/2023

  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 have no interest in this company and would like for them and any affiliated companies connected with American Home Protect any other cities/states to stop send me information regarding warranties. I have filed a complaint previously against an American Home Protect company.

  

  Business Response

  Date: 12/13/2023

  Hi ******,

  We searched through our records and were unable to find any previous complaint from you. We also noticed that we had never sent any notices to your name and address before. So, unfortunately the previous mail that you received was not from us and we have no affiliates, meaning we can only stop the letters that are sent from our company. The records show that the first letter we ever sent to you was this initial notice, and you have one more letter already in transit. That being said, your name and address have been officially removed from the mailing list and after the letter in transit arrives, you will no longer receive any mail from us.

• Initial Complaint

  Date:12/03/2023

  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.

  on 10/23/23you made a call to ******* protect concerning a issue with my heat.my heating system will not slay on. I spoke with my rep claim he said that I could get someone else to fix and t they could reimburse me, or they could send one of their own to fix it. chose for them to send one of their own out to fix. this never happen. when i call back they said they had no one in this area i lived. they give me a number to call to talk to an agent in these areas. call multi times they never call me back. please note I have 93-year-old bed ridden mother living me she gets very cold. I don't want her to caught pneumonia. i have to purchase a electric heating for her room. she still cold due to rest of house very cold. when I work, I have the caregiver to come in to keep my mom I don't want my caregiver to get sick from being in a cold house. the customer service department sate on card open 24 hours a day. when you call on weekends its say call back on business houses. that false adverting. i have call multi times. everyone giving me the run around. they t asking my funds out every month ******. . THE ************ number they told me call person never call me back. I'm getting frustrated. I'm very concern with my bed ridden mother health. they kepi ask me to get this home protect but never coming thru on their part. I'm sick of this company they need to be shut down. I want then *** return all my funds i paid if they not going to fix my heating system. this company seems to me a scam. I'm a senior citizen and it does not fair way we being treated. I need my heating system fix as soon as possible or I want my funds return. i don't have money to give away. i want this matter resolve as soon as possible.

  

  Business Response

  Date: 12/13/2023

  Hi ******,

  We apologize that you did not receive a technician immediately. We escalated this case to our head of customer care and they investigated the reasons for the delay. Unfortunately, the agents on this case reached out to multiple technicians, including out of network techs, and were unable to find anyone willing to service your claim. The customer care team has made multiple calls to get in contact with you, and even left a voicemail.Please contact our customer care team and they will be happy to discuss your options going forward and determine how we can help you resolve this issue and pay for ***********. If you call the number left in the voicemail rather than the main phone number, you will be able to speak directly with the agent that has all the details of your case.

• Initial Complaint

  Date:11/30/2023

  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.

  vendor is listed below
  
  
  60476029-41F1B
  
  
  Vendor that complaint was for is American Home Protection
  ***************************************************************
  
  
  The company is not TracPhone
  
  
  Thank you

  Customer Answer

  Date: 11/30/2023

  During the month of February 2023, I purchased a home warranty. I am eighty seven years old and did not fully understand what I was purchasing. This cost was almost $200.00 per month. I have never utilized these services as I did not understand how. I have spoken with the ********************* and they offered to refund $956.00. The name of this company is American Home Protection, ******************************************************. This amount is deducted from my social security check each month. My monthly income is very low and this monthly amount reduces what I pay to cover my other very necessary expenses.

  

  Business Response

  Date: 01/04/2024

  Back when he originally made a complaint we had agents contact him and he accepted a refund and cancelled his policy.

  Customer Answer

  Date: 01/04/2024

  I am rejecting this response because:   I requested a full refund of all the amounts that I have paid for this warranty.I did not fully understand what I was purchasing.  I am elderly and suffering from dementia.

  

  Business Response

  Date: 01/10/2024

  Hi **,

  We see that you created a complaint in the past, and we escalated the case and put you in contact with customer care. The records show that you have already agreed to, filed for, and have received a refund. We are sorry that you are not happy with the refund you were given, and we have an agent that has tried to get in contact with you to explain further. If you would like, you are also able to contact us through the number in your contract, or from the voicemail the agent left you.

• Initial Complaint

  Date:11/29/2023

  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.

  I recently received an unsolicited piece of deceptive paper mail marketing (see attached). I managed to track the source to this Texas based company. I'm not sure how they ended up with my contact details but I demand that they permanently remove all reference to me and my contact details from their various databases and refrain from sending me any future mail.
  
  This company is running a well documented scam, targeting mostly seniors, and has been allowed to perpetrate its deception thanks to lax state and federal regulatory structures. This company and all others like it should be disbanded and its principles jailed.
  
  The lack of a return address and the conspicuous ommission of a company name is a dead giveaway. This company is up to no good and needs to stop sending me mail.

  

  Business Response

  Date: 12/13/2023

  Hi ***,

  Thank
  you very much for attaching a copy of the letter you received. It helps us to
  easily identify that this was not a piece of mail sent by our company. Every
  letter from our company has our business name prominently placed on the top and
  bottom of the letter. The BBB even has a copy of this letter to confirm. We are
  not sure what you used to “track the source” of this letter, but whatever means
  were used, did not work. You can actually search online and find multiple
  copies of our letter posted in multiple places, and you will be able to determine
  that the letter you received was not from us. We send out notices to homeowners
  of all ages, because any homeowner could benefit from the warranty coverage and
  handman services that we provide our customers, but we always label our letter
  with our company name as we are proud to provide our services to our customers.
  We can see that you are not interested in our services, and we have officially added
  your name and address to an exclusion list which will ensure that you never
  receive any mail from our company.

  Customer Answer

  Date: 12/14/2023

  I have reviewed the business’ response and, assuming they are actually telling the truth, I accept this
  resolution. 

  Customer Answer

  Date: 12/14/2023

  I'd like to point out that what would have made the company's response believable is if they had provided the results of their own research into the origins of the unsolicited mailing I received. It's clear from their response that they looked into the matter and researched who is behind the spam mailings. They also indicated the personal pride they take in their company. Well, why not expose the 'other' company then? Instead they leave the name of that 'other' company out of their response. If I was in their shoes I'd use every opportunity I could to expose a fraudulent company that was constantly being mistaken for my own, including informing folks like me. Hence I don't believe the company's response. That said, assuming they ARE the company behind the unsolicited mailing I received, maybe I succeeded in preventing future mailings. Only time will tell.

  We live in a failed state. One great example that proves we live in an unfettered oligarchy is that criminal companies like whichever one is actually behind the mailing I received are allowed to exist and prosper. We lost our democracy decades ago. 
  

• Initial Complaint

  Date:11/28/2023

  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.

  This sneaky home warranty company continually send mail trying to scare my 89 year old mother into paying for a non-essential plan that they try to present as something she is required to have.I am sick and tired of these predatory scam artists taking advantage of the elders from the greatest generation who don't realize that you can't trust 95% of the people instead of not trusting 5% like it was three generations ago.Please make them stop this deceitful practice.

  

  Business Response

  Date: 12/11/2023

  Hi ********,

  We are sorry that your mother was alarmed by the mail, but we can assure you that nowhere in the letter does it mention that a home warranty is required. The notices are sent to homeowners that *** have a home warranty expiring soon to help them avoid a lapse in coverage. Both inspectors and realtors often give their customers these home warranties and many homeowners do not even realize they have them. For many homeowners, a warranty that covers the repair or replacement of home appliances and systems can be extremely beneficial. In addition, we add handyman services that allow homeowners to maintain their homes and get value from the contract, even if there are no breakdowns. We offer an incredible value to homeowners, and a little bit of research into our offerings could save you money and hassle in the future. With that being said,we can see that you are not interested in our services, and we have officially removed the address from our mailing list.

  Customer Answer

  Date: 12/11/2023

  They still don't admit that they try to deceive people into thinking they're getting a bill instead of an offer of service. That is a scam. They pick on old people because they're gullible and senile.

  Customer Answer

  Date: 12/11/2023

  I am rejecting this response because:   

  They still don't admit that they try to deceive people into thinking they're getting a bill instead of an offer of service. That is a scam. They pick on old people because they're gullible and senile.

  Customer Answer

  Date: 12/11/2023

  Thanks for completely wasting my time. I'll remember never to waste my time contacting the Better Business Bureau again. I hope my taxes aren't paying for this

• Initial Complaint

  Date:11/21/2023

  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.

  Was told that the first payment was the only payment but my card was charged without me saying they could charge my card monthly.

  

  Business Response

  Date: 12/04/2023

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

  It seems that you did not know that there was a monthly payment involved and we have forwarded this case to our customer care team. They reviewed your case and determined that you may have a full refund if you choose. An agent has attempted to contact you and left a voicemail, and as soon as you get in contact, our agents will be happy to finalize the refund for you.

• Initial Complaint

  Date:11/20/2023

  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.

  Obvious scam. This company sends intentionally misleading letters about how my coverage is expiring and I will be liable for repairs unless I contact them. Large red "FINAL NOTICE" letters on the envelope. Someone who isn't savvy to these types of deceptive statements could easily be led to believe they need to contact this company or they will have issues with their home. They include the bank associated with my mortgage as a scare tactic. Utterly ridiculous. This should be illegal if it isn't already. And then they respond to complaints by claiming they've helped countless people. Lies.

  

  Business Response

  Date: 11/30/2023

  Hi *******,

  We wish that you had found the mailer to be more helpful. The mailer mentions that due to the purchase date of your home, you may have a home warranty that is expiring.Many homeowners are unaware that their realtor, inspector, or lender gave them a free home warranty to protect them during their first year of homeownership. And if that warranty does expire, then the homeowner would certainly be responsible for the costs of any repairs or replacements in the home. The mailer is created so that our customers can avoid a lapse in coverage and the financial liability that comes with it. We are sorry that you did not find this helpful, but we have thousands of satisfied customers that have been saved in their times of need by our company, and our agents continue to do so on a daily basis. Feel free to visit the website and learn more about how our home warranty can save you money, as well as keeping your home maintained with our handyman services. We can see that you did not feel that our mailer was helpful and for that reason we have removed your name from the mailing list. We still welcome you to do a bit of research about our home warranty, because a bit of research now could save you thousands of dollars in the future.

  Customer Answer

  Date: 11/30/2023

  I am rejecting this response because:   My issue is not that I didn't "find the mailer helpful" as they stated multiple times. My issue is that the mailer is intentionally deceptive and made to look like an official notice rather than an advertisement. "Final Notice" on the envelope, a reference to my mortgage bank, which is otherwise completely irrelevant to the issue being discussed, etc. It's designed as a scare tactic to spur someone who isn't discerning enough to realize it's just an ad to call because they think there's a problem with their home warranty, and that they were supposed to have done something about it. I'm not looking for any specific resolution for myself, I just think this is an incredibly underhanded business practice, and I want it on record that this company is trying to deceive *******************. 

  

  Business Response

  Date: 12/08/2023

  Hi *******,

  We attempted to explain in the first response the reasons the letters are sent,but we now realize that you were not interested in that. As you explained, your goal was not a resolution for yourself, but to express your opinion and we respect that. Your opinion has been noted, and we appreciate your input. We will forward the message along and determine if it is possible to continue helping people avoid a lapse in coverage with different methods.

• Initial Complaint

  Date:11/16/2023

  Type:Sales and Advertising 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.

  Scare tactics by mail

  

  Business Response

  Date: 11/30/2023

  Hi ****,

  We are sorry that the mailer was not helpful for you. We send these notices to homeowners that *** have an existing warranty expiring soon, in order to save them from a lapse in coverage. Many homeowners are not aware that they received a home warranty from their inspector, real estate agent or lender, and these home warranty documents can easily be lost in all the closing documents. It *** be wise to check your closing documents to determine if you do have a current warranty to use while there is still coverage. In addition, we can see that our mailer did not serve you and we have removed your name from the mailing list.

  Customer Answer

  Date: 11/30/2023

  I am rejecting this response because:   I believe the business is disingenuous in their response.

  

  Business Response

  Date: 12/08/2023

  Hi ****,

  We are not sure what you find disingenuous, we took time to explain why we send our mailers and even went as far as to inform you that we have taken you off the mailing list. You are free to call in and confirm with one of our agents that you have been taken off the list, they will be happy to help. If there is anything else, we are willing to help if we can, and you can contact us directly through our website if you would like.

  Customer Answer

  Date: 12/09/2023

  I am rejecting this response because:   

  Please provide proof that that your business had an existing warranty with our property.

  

  Business Response

  Date: 01/16/2024

  How many times is this person allowed to deny perfectly reasonable resolutions? He is no longer on the mailing list, has never been a customer and is now asking for things that ** in the marketing department would not be able to provide? All our responses previously should be enough to have this case closed with a positive disposition. Is there something else you would recommend we do so we are not wasting our time with a person that has no other intention than being annoying?

   

  

  Business Response

  Date: 01/17/2024

  How many times is this person allowed to deny perfectly reasonable resolutions? He is no longer on the mailing list, has never been a customer and is now asking for things that ** in the marketing department would not be able to provide? All our responses previously should be enough to have this case closed with a positive disposition. Is there something else you would recommend we do so we are not wasting our time with a person that has no other intention than being annoying?

   

  Customer Answer

  Date: 01/17/2024

  They claim that I have "never been a customer".  This is exactly the problem.  All of their mailers implied that we were already working together - hence my reporting to the BBB.

   

   

• Initial Complaint

  Date:11/15/2023

  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 received a solicitation in **** mail for home warranty plans offered by American Home Protect, LLC, *****, **. I had no interest in any of their products, so I went to their website and requested that they remove me from their mailing list because I have no interest. Since that time, I have received two more solicitations from AHP offering home warranty plans; one printed on pink paper and stamped in red on the front of the envelope (SECOND NOTICE), and then one printed on green paper and stamped in red (THIRD NOTICE). I have absolutely no interest in American Home Protect. They need to honor my request to be removed from their mailing list and cease all contact with me.

  

  Business Response

  Date: 11/21/2023

  Hi ******,

  We searched through the inbox that receives reviews and DNS requests, but we were unable to find your submission. However, in our records we see that you did in fact call and requested a quote from one of our agents. The quote is still open and there were no notes about requesting to be taken off the mailing list. That being said, we can see that you are no longer interested in receiving any mailers from us and we have officially removed you from the mailing list. You should have received all your mailers already and will not receive any more mail from us in the future.