Complaints

• Initial Complaint

  13/09/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Re: Service Contract Issues: I have a five-year plan (2022-2027) with Ontario Home Protection that covers my appliances should an issue arise. Currently I am experiencing issues with the fan on my free-standing gas fireplace. The fan is not working, which makes this unit inoperable at the present time. As you may appreciate, the colder weather is fast approaching and this appliance is used as part of my heating sources. In good faith the plan was purchased and has been paid for on a monthly basis ($67.79) to ensure my appliances would be repaired in a professional and timely manner if necessary. However, as of lately, and despite numerous attempts to have this unit serviced, my inquiries go un-answered by your customer service department. I have left multiple messages and in fact have spoken directly to CSR, **** with assurances that someone would contact me. This never came to fruition. The lack of action and/or response by your company has forced me to call the Ontario Better Business Bureau in order to gain satisfaction for the service work required. I am advising that The BBB has my permission to contact you to have this situation corrected. Sincerely,

• Initial Complaint

  26/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Company name: ontario home protection ******** ******** *** ******** *** ****** ************** ** *** ************ ** ***  I've called this company to stop sending past due letters and stop *********** escalation. They refuse to talk to me as my grandmothers POA. The man on the phone told me that I can't speak on my grandmothers behalf because I'm not the account holder. As her POA I am legally able to do so. **** ******* *** **** ******* *** **** **. This company will NOT get anymore money from my grandmother. This company is on the ontario government sites consumer beware list. This companies practices are sneaky and they pray on the elderly.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Sometime in Dec/2022 I received a call from this company & thought i was going to get a contract in the mail to go over . In the meantime I noticed a automatic withdrawl from my bank account of 67.79 on o1/25/2023 & again on 02/27/2023 . A deposit of 88.05 on 01/25/2023 . I then put a stop payment on any further payments . I did a while later get a call from them & told them I certainly didn't remember giving my banking info & was certainly not interested . I then received a letter from them about the returned payment & that I had to make it with 15 days . I called them 05/05/2023 * **** **** **** **** ****** ******** ** * ****** ******* *** ****** ***** ********** **** *** ********* * I was told this was going to be put in the hands of a collection agency , *** *** *** **** ********* ** ** ** ***** Please Help !

• Initial Complaint

  23/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I received a call from a sales agent anoint Ontario home protection there was a bad connection and the agent called me back and I told the agent not to go ahead with the service. It wasn’t until I got a bill on my account that I realized it was never cancelled I made many many phone requesting a cancellation. As of December I was not charged anymore but I received a letter saying my account is in arrears and I need to make payment immediately or action will be taking. I thought once there was no more charges that someone finally cancelled the service.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Noticed on my Bank statement that 67.79 was being removed from my account each month. I went to the bank to find out why and was told that it is a Company named Ontario Home Protection. I told the bank that I never signed up for this service. *** **** ****** **** **** **** ** *** * **** *** ******** ** *** ****** ***** ** ********* I have been ******** by this company (OHP) on a Monthly basis asking for payment. I never signed up for the services they provide. When they called me they asked me many questions including my name address and several other questions that made me answer yes to. Then they would get back to me and say they have proof that I signed up for this service by replaying a recorded tape that I am sure they just recorded.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I signed up with this company for about a year September 2021. This company told me that they could provide me with services to fix my appliannces with a monthly fee of $67.79 and would come and repair my stove if I would sign up with them. When I verbally agreed on the phone they set me up with a time and date for someone to come fix my stove. Then he never showed up and when I followed up with the repair guy he said that "they didn't call you?" He told me that they couldnt get the part because the stove was to old. I In January, I went to the bank and put a stop pament on the fees from the company ( because I had not received a phone number or contact information from them to contact them directly). Then arond the summer this year I received a phone call from **** **** ***** ** **** ***** ******* stating that if I would have called I would have got a new stove- I told her I never received any information from this company - she then told me that I am not allowed to get out of the contract with them and it would cost $1000s of dollars to get out of the contract. She also told me that if I sell my house I have to sell this contract with the house to the new home owners. I asked her if this company was part of the BBB and she told me yes. I told her that if I received services I would keep the services. I have had to pay for the furnace repair and the water softner. She said that I can send the check for the remaining $536.00 and send in the receipts and they would reimburse me the repair fees. I later got a cheque for $500.00 even that they gave me when the receipts submitted were about $1000.00 I called and complained to them- they said that they were going lower the payments to $56.49 to Oct 2025 I them went back to the bank to put stop payment from them again because they were not through BBB *** **** ********* *** ******* *******

• Initial Complaint

  19/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This problem started last summer with a phone call from the company, Ontario Home Warranty. The caller said he was calling about the program the government was starting to help seniors with home repairs and with appliance repairs. He said the program would cost me $59.99/month for a 60 month period. He did not give me a chance to reply, but said that he had my bank account number. I was so shocked that she had my number that I forgot everything else. How did he get my bank account number? He said the government could get anything. I was shocked and didn't understand what was being asked of me. Several months after I noticed my bank statements had withdrawal of $67.79. I asked the bank what it was and know I didn't consent to this so I stopped payment. They sent my file to a collection agent. I got letters and calls ***********************************. The warranty company said there was nothing they could do. *************************************************** *********************************************************************************************************************************************************************************************************************** ********************** Please help me get my money back. Over $800 and help stop them from continuing to do this.

  Business response

  29/08/2022

  Business Response /* (1000, 5, 2022/07/19) */ Hello ********, We understand your frustration. However, we would like to clear up a few misunderstandings. There is no way we would ever claim to be a government agency and also have your banking details IF you, yourself did not provide it to us. On the phone call where a representative spoke to you, you clearly authorized the charges of $59.99 monthly for the home warranty program. We gave you our phone number to contact us, however you have not made an effort to contact us prior to placing the stop payment which made your account fall delinquent and moved to collections. We will further inquire about this situation and see if there's a resolution that works for you. If you have any further questions, please do not hesitate to call.

• Initial Complaint

  14/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have called several times for the past month I have sent email to cancel my account and I have placed a cancellation with my bank to cancel any further and future payments. I need this to stop

  Business response

  29/08/2022

  Business Response /* (1000, 5, 2022/07/19) */ Hi ******, You have only called us twice within the span of 2 minutes on July 13th, of which we got back to you about your inquiries. We use quality control processes, such as a Third Party Verification call (completed by an independent organization) and a courier that delivers the terms and conditions for homeowner's review. These measures are meant to provide the homeowner the ability to review the terms and conditions on their own time, without any external opinions or pressures. Our position stands by as we have a legal binding agreement as we did not receive an cancellation calls within the allotted time period of 15 days. Please contact us again to fulfil the agreed upon resolution. Thank you.

• Initial Complaint

  08/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I was contacted by someone from Ontario Home Protection last spring (2021)- she stated she was from the government and had a rebate of $88 for each household. I was told all they needed was my banking information for the deposit. There were several people back and forth on the conversation about warranties which was confusing- On June 25, 2021 I had the deposit of $88.05 in my account then same day I had a with drawl of $67.79 to OHP HM Warranty. I felt very unsettled by this as I had been told I would receive a package in the mail, which never came. So my immediate thought was that I had been scammed. I call the bank and put a stop payment on OHP. Since I didn't have any account number to follow up with, or even a phone number, I felt the stop payment would fix any issue going forward. But, on May 5, 2022, I received an "Urgent Notice" from ***************** indicating my account with Ontario Home Protection had been assigned to them due to non-payment. There is no account number on this letter or phone number for OHP, just a phone number for the Accounts Receivable Department at ************************- it is not even signed. Yesterday I received a phone call from someone at *****************- my husband answered and was told the account with OHP was in arrears, then this caller proceeded to play him the conversation the women last year had with me. I take the blame for being so stupid and giving out our banking information, but this man was quite rude, declined to give him name or any identifiers - when asked what the number was he told me to look at our call display- which we do not have. I told him several times I did not want this service, whatever it was, and had put a stop payment because I didn't want it. He kept saying I willingly gave our banking information. I honestly do not know how I got into this mess but I want it stopped. I will gladly give back the $88 to rectify this. Please help!

• Initial Complaint

  08/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Noticed $67.79 coming out of my bank account every month since April 2022. Traced this to Ontario Home Protection. After some investigation I found that this is some kind of Home Warranty including appliances. Also noticed a deposit into my account one time $88 in April at the same time this payment of $67.79 began coming out. I left a call back request and tried calling their 1-888 number and local 416 number listed on their website. Phone numbers seem to lead to some kind of "calling service" that takes messages and will have the company return your call. Finally received a call back from "Sara @ ext ***". She assured me that I agreed to this and offered my bank information over the phone on March 9th. I would NEVER give my bank info over the phone! She also mentioned that the terms of the warranty would have been mailed to me on March 19th along with some agreement that if I did not respond in 15 days automatically enrolled me. ******************* I never received any such mail. "Sara" was supposed to call me back the next day with the recording of our initial phone conversation where I agreed and provided my bank info. I have not heard back from her in a week now and my calls/messages are not replied to. **My desired outcome - either provide me with evidence that I agreed to this or cancel this supposed contract and return the money that has been fraudulently taken from my account. ($67.79 taken in April, May, and June). My next step is to change bank accounts so that these payments do not come out anymore.

*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. ↩