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:10/25/2022

  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.

  Continuing sending threatening mail about my home insurance. I am notwith this company at all .I already have insurance. I keep asking them to stop sending me threatening things but they continue
  

  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/10/31) */
  Hi ******,
  
  We are sorry that our mailer did not help you in the way that it has helped so many others. We are not an insurance company, which is why you are receiving our mailer even though you already have insurance. We are a home warranty service provider, which means that we protect your home appliances and systems in ways that your insurance company does not. For example, an insurance company would replace your HVAC if it were damaged in a fire, but we will repair or replace your HVAC if it breaks down through normal wear and tear. Our home warranty is extra protection that you can use to complement your current homeowner's insurance. We also offer handyman services which can save our customers money while performing maintenance around the home or even adding new upgrades. We also looked into our records, and we see that we have sent you two mailers, but that there has been no contact between you and our company. So, we are curious how and where you asked to have us stop sending our mailer? Luckily, this time we have a record of you contacting our company and we have forwarded your information to the mailing department to make sure that you are taken off the mailing list. But even though we will stop contacting you, you can always visit our website or give us a call to have an agent explain even further how we can save you money.

• Initial Complaint

  Date:10/19/2022

  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 just received a letter from American Home Protect LLC regarding a home warranty that has expired on our property. This must be another scam I never heard of this company again this is the third company who has done this and I never heard of these companies. See letter sent to us under my husbands name Alfonso. I would like them to remove our names from their mailing list, to correct their information and stop sending letters to us. I don't know how they are getting our names and addresses these companies have all been out of state.
  

  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2022/11/02) */
  Hi *******,
  
  You can rest assured that we are a very legitimate company as demonstrated by the 46 states we are licensed in. The mailer you received was a notice to help you as a homeowner to stay protected by a home warranty. Due to the purchase date of your home, it is likely that if you had a home warranty as part of your home purchase, the warranty will be expiring soon. Our mailer was a reminder for you to check your paperwork and determine if you will remain protected or not. If your warranty is expiring, we are happy to offer our services to you through our 3-year warranty that comes with handyman services included. We realize that you did not find the mailer as helpful as we had hoped, and we will immediately remove your name from the mailing list. However, you may take the time to visit our website or call the number and speak to an agent to learn more about all the money you can save with our service. A few moments today could save you thousands of dollars in the future.

• Initial Complaint

  Date:10/14/2022

  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 called in to cancel because my job cut my hours again and I just couldn't afford it anymore. Then I was charged again. It was canceled in plenty of time for the card not to be charged.
  I called and said I wanted a reimbursement. The rep said I should be getting about 180 back. To look for an email. That was months ago.
  I called again today. The rep said "We don't reimburse on month to month plans, didn't anyone tell you that?"
  No. First time hearing that.
  I told him I called in to cancel and he said, "well, it isn't in the notes."
  That isn't my responsibility as a customer.
  My June payment needs to be reimbursed.
  

  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2022/10/28) */
  Hi *****,
  
  We are sorry that you had to cancel, and we apologize that the refund has been an issue. We have escalated this case and notified the head of customer service. They are still ascertaining all the details and retrieving the call recordings to determine how to address the situation. Our head of customer service may have already been in contact with you, but if not, they will be contacting you shortly to resolve your issues and concerns.

• Initial Complaint

  Date:10/09/2022

  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 been calling American home protect since early July about my Air condition.I have my 84 year old grandmother living with me,But with no air conditioner she has to live with my brother in Mandeville and she does like living across the lake.They keep telling me that they didn't get the invoice from the company that was going to do the work.The company set them the invoice twice and he also set me a copy of the invoice.
  

  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/10/24) */
  Hi ********,
  
  We are incredibly sorry that this is happening and causing you and your grandmother any extra stress. We looked at your history in our records and escalated your case to the head of customer service. She may have already called you and taken care of the issue, but if not, it should be happening soon because you are certainly on her list. If you want, you are also welcomed to call one of our agents and explain the issue and that you have an invoice to send. Make sure to mention that you have the invoice, and you would like to send it immediately. They should be able to take care of you over the phone and receive the invoice instantly. We hope that this issue has been resolved before you read this message, however if you are still waiting, then you should be expecting a call from our head of customer service shortly.

• Initial Complaint

  Date:09/02/2022

  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.

  Tried to cancel.the insurance. The man that was on the phone was very abrupt and bullied me. I said I can't afford the insurance any more and he told me that's a lie. I was dumbfounded. This man kept trying to sell me on the insurance and trying to keep me from canceling. I had to tell him I just lost my dad that I had been taking care of for the last 7 years. That I no longer had his income to help out and it made me emotional. A person shouldn't have to bare there soul to attempt to cancel anything! I wasn't getting anything in the mail when I sent the cancellation form into them. I had to call after 2 weeks. To see why I haven't heard anything about my refund. I paid over 1900 dollars to this insurance I never made a single claim. Was told 877.00 was my refund.I canceled them for another reason.Barclays and Chase both have derogatory statements about AHP. Potential scammers. When I read this and saw the reviews on google about this nightmare insurance racket. My heart drops into my gut! I've been ripped off! I understand taking a share of the amount I paid in. I can't abide them taking over half..It's greedy and karma is unavoidable. I was never told that it would be that much money takin from me. I don't understand prorating something that hasn't got any claim or reason for prorating. I mean how do you prorate nothing? Prorated me for absolutely nothing got over half of my money. That's just greedy and shady. Than I'm told that I can get my money refunded by this Tuesday after dealing with this nightmare fiasco for well over a month.The money they received from me was taken right from my account. Why it couldn't just be put back into my account is beyond me. Take me for over half, not doing a thing for me but making me hate the company and hating myself for getting involved with them. Well over a month since I canceled and no refund still.I really think them keeping 500 is reasonable. 1180.00 is not reasonable! It's blatant robbery.please help.
  

  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/09/19) */
  Hi *****,
  
  We are sorry to hear about your father passing ***** that is truly sad, and we can understand your frustration with the situation. We decided to take a dive and have our people in compliance pull the call recordings for us. The agent you spoke with was very professional, despite the way in which they were spoken to. He may have been abrupt, but it was likely due to the fact that he was being cursed at. Later, another agent contacted you by text, and again was met with profanity. This agent did her best to explain why a full refund was not something allowed due to the contract and policies. But to explain it a bit further, even though a home warranty service contract is different than homeowner's insurance, they are similar in the fact that you're paying for the protection during a specific time frame. In this case, although you may not have made any claims during that period of time, you were still protected by the policy. The refund that you have been given is being sent by check due to the company that we use for payment processing. We wish it was as easier to process a payment for you, but sadly the policy says that this refund will be sent to you in a check. Again, we are sorry for your loss, and we understand that the profanity used towards our agents may have been a byproduct of the grief.
  
  
  Consumer Response /* (3000, 7, 2022/09/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't except it because I asked about the refund and what I would be getting back and that as well was like pulling teeth. This company is shady in not telling me what my refund would be the one agent saying I would be fully compensated and than being told I'm being taken over for half. It's ok I understand them not paying there google reviews and bbb reviews speaks for itself with this racket company and I tell everyone I meet and run into what a scam they are. So keep ripping people off and getting what you deserve in the long run anyways. I'll be fine. Cuz karma's on my side. I'm confident in that.
  
  
  Business Response /* (4000, 9, 2022/09/30) */
  Hi *****,
  
  We are sorry that you did not accept the response, we did our best to explain the situation to you. We even went as far as checking the recordings a second time to hear if a refund was promised by anyone, and there was no such event, only a variety of profane comments from you towards our agent. If you have any supporting documents, please feel free to send them to us and that can aide us in reopening our investigation. We were even able to check text messages between you and an agent which is where we found more commentary with profanity that you sent to the agent. But certainly, there was no mention of a full refund. If you were to actually read the reviews on the sites you mentioned, you would see that the majority of them are based on people having issues with the mailers they receive. Our service to our customers is overwhelmingly positive on sites that report only reviews about the service. In regard to our karma, thank you for your concern, but you can rest assured that if such a thing exists, depending on differing beliefs, we are in fact very pleased with our situation. Our company helps to save an average of 700 people every single month by processing their claims. Far more than the few hundred reviews that have been acquired over the course of 6 years in business. The help and savings we provide is far superior to the reviews that we have received. We are sorry that you did not need to use our service during the time that your contract was still valid, but again you can be sure that if something had happened, we would have been thrilled to help you as we do with all of our customers.

• Initial Complaint

  Date:08/24/2022

  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 mails out false notices about a potential lapse in home warranty coverage. The letters make it seem as though a person currently has coverage when they likely do not. It is mass mailings and harassment in order to get unsuspecting people to call them and to sign up for their services.

  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/08/29) */
  Hi *****,
  
  You can rest assured that these mailers are certainly not harassment in any sense of the word. They are in fact advertising created to assist the recipient with taking notice of when their current warranty may expire and save these people from the financial burdens associated with a lapse in coverage. They are not false, nor do they say that the customer currently has coverage with us. But we understand that you do not appreciate the notice in the way that many of our customers do. We consistently get customers that tell us how thankful they are that our mailers were created in the format which they are, because it made them take notice of their expiring coverage and not simply throw away the notice. Because of this, we have been able to save tens of thousands of customers millions of dollars, due to them not throwing this notice away. But we see that you have no interest in keeping your home protected with one of our service contracts, so we have done you the courtesy of taking you off the mailing list. Due to the third-party company that sends these mailers out and the lengthy time of delivery at the post office, we wanted to advise you that there could be up to two more mailers that are already in the post office, and we are unable to stop their delivery. But oyu have officially been taken off the mailing list.