Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 9, 2025 I enrolled in a 7-day free trial of Home Title Locks services, with a no-reason cancellation and refund posted within that time period. The website also described a 14-day money back guarantee which appeared to conflict with the trial period, and this should have been a red flag but I did not catch it. In any case, enrolling allowed me to understand better what they offered and the fact that its not really a home title lock but a simple monitoring service. Therefore, on January 11, 2025 I requested a cancellation through their support desk since there was no way to cancel on the website. Initially they told me that my trial period had been exceeded (note it was really only 48 hours into a 7-day trial), but that they would process the refund anyway. I have not yet received that but it could be just caught up in the banking process. However, the entire exchange was really shady and I believe their practices about these trials need to be investigated. Also, I noticed this morning that the free trial advertised is now 30-day, but it still only says 14-day money back guarantee. Something is not right.

  Business response

  01/17/2025

  Hi *****!

  I gave you a call on Monday and left you a message, as well as called again on Wednesday and haven't heard back -- please feel free to give me a call, I'd love to go over any confusion you may still have regarding this! And I'm hoping by now you received the refund that was processed for you last Saturday (I believe you posted this a day after the refund and hadn't seen it yet, but they generally take 3-5 days to show up in your account so it should be there now).

  Additionally, our company only offers 30-day trials. Just to make sure there wasn't something old floating around on the web, I did double check all active promo codes that we have in our system -- I and one other person personally manage these -- and we don't have any coupon codes (current or old) that reflect a 7-day trial. Sadly, sometimes other companies will use our name in their advertising for greater visibility and then when people come to our website and try to use the coupon code it doesn't work, which is what I think may have happened here. Would you mind telling me where you saw the advertisement for the 7-day trial so I can look into it more? (******, ********, ******** honey, etc.?)

  Thank you for any help you can offer! If I don't hear back from you over the weekend, I'll go ahead and reply here with the details I'm seeing on the account! :)

  Customer response

  01/31/2025

   
  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. I received my refund of 98% of what I paid, with tax.  I am not going to fight over the 2%.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This charge continues to be charged to my credit card despite the fact that we have received nothing from the company and have requested that all charges stop. Last letter I mailed to them demanding that all charges stop was returned to me as undeliverable. We have received nothing in the way of any paperwork regarding title fraud and I want these charges to stop!

  Business response

  08/07/2024

  Hi *****!

  I gave you a call a minute ago and left a voicemail for you with my callback number - I'd love to hear back so we can discuss some things further and discuss your account.

  Feel free to give me a call tonight if you're free, I don't mind taking the after hours call! If I don't hear from you by tomorrow afternoon, I'll try giving you a call again!

  Customer response

  08/08/2024

  I received a call from them yesterday and the lady I spoke with cancelled the account and sent me a confirmation email of the cancellation so I am satisfied now that there will be no additional charges. Was pleased that they responded so quickly after the complaint was filed. Thank you for your assistance in this matter.

  Business response

  08/08/2024

  ***** and I spoke on the phone yesterday 08/07 and got everything taken care of --

  Based on our discussion, we believe that her husband had signed up in 2020, and verified that the reason they weren't getting the auto-renewal notices was because they had the email reminder option turned off in the account. When she saw the last charge on her credit card from August of 2023, she wasn't sure what it was. However, luckily she hadn't been charged yet for the 2024 renewal yet as the date was still a week away, so we were able to cancel her account prior to renewal! We confirmed the cancellation took place on 08/07/2024 and spoke on the phone this morning as well to confirm that the cancellation took place on our side and that she'd received the email confirmation last night.

  Thank you, *****!

  Customer response

  08/08/2024

   
  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

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I call the company 3 times and asked to be removed from their mailing list. The company continues to send me brochures with my personal information on it along with information on it that suggests how easy it is to steal my house.

  Business response

  06/10/2024

  Hi ******!

  My apologies for waiting over the weekend to respond, I wanted to make sure I researched thoroughly and contacted all parties prior to responding to you!

  It looks like you mentioned calling the company 3 times asking to be removed from our mailing list. Sometimes when consumers ask to be placed on our no contact list there, we generally inform them that they might get ONE more mailout, only because there may have already been mailouts in production prior to being placed on the list, so I thought maybe this might have been the case. Our departments keep records of all requests and they are sent individually, immediately after receiving them to be put on the no contact list (this is a daily occurrence), however, upon checking with both our Operations Manager as well as the company we use for mailouts themselves, we don't seem to have any record of your request for the address you provided to be removed from the mailing lists.

  I'd like to first reassure you that during my research, I did have them add you to the no contact list myself as 06/04! :)

  With that said, because we didn't have it on record prior to your complaint, I'd like to do a little more research to ensure that this doesn't happen moving forward! If you could respond to the following for me, it would be greatly appreciated:
  

  1.Did you call the number from the mailout itself or ********** website? (If you have the exact # you called in your records, that would be perfect!)
  It should be one of the following: ************** or **************

  2. We'd like to find which representative you spoke to so that we can make sure they are doing their job and see if disciplinary action needs to be taken, as we take no contact requests very seriously. Can you confirm that you called from the number listed within this complaint (or, if another number, please provide) or maybe provide me with the date and time of the calls you made?

  Thank you very much for your help, as it helps us to ensure that this doesn't happen moving forward! :)

  Business response

  06/14/2024

  Hello all!

  Just an update here - our operations director looked into this further and said that we don't have a single record of incoming phone calls from the number provided in this ticket. So unless they called from another number, we don't have any record of their complaint of calling multiple times and asking to be removed from the mailing list.

  In my Customer response, I did request from the Customer, in the nicest way possible, that they provide me with dates/times/or the number they called from in order to track it (because if we have a CS agent that isn't doing their job, we absolutely want to know that), but we do believe that the consumer is being misleading with their claims based on the research we did.

  Thank you!

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was not notified by Home Title Lock until 2 and a half weeks after my name had been illegally removed from title from my property at *******************************************. I was dismissed when I asked them why I didn't hear anything sooner and as a result had to drive from AZ to ********* shortly after having elbow surgery to meet with a judge.

  Business response

  04/16/2024

  Hi *****!
  
  I hope you've made a full recovery from your elbow surgery!

  I wanted to make sure that I did my due diligence into your complaint prior to responding by looking into our records as it seems this took place nearly a year ago, and based on the information you provided, I think there may be some misunderstanding. Each alert in our system that was sent to you corresponds with a land record on file with the *************************** (records from your initial title scan as well as a few that were recorded afterwards), and based on the receipt date you provided for the hotel and the last two notifications you received, it looks like the documents that you are referencing were "Affidavits of Death" (confirmation of a change of Trustee), not title transfer documents, as the property is currently in the same Trust that it was when you signed up with us in 2022.
  
  If you'd like me to review the details with you again, I'd be more than happy to discuss it further with you - just respond here if you'd like me to give you a call and I'll reach out at your earliest convenience!

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Failed to provide service they offer On 7-6 23, I called there 800 number and explained that there service did not deliver as promise that it failed to noCfy me that my title had changed when I sold the house and that i would not be renewing there serviceThis is the service they provide and they cant deliver on it.They continue to charge me for another year on ***** 23. What service are they providing as I do no own the house anymore. To tell you the truth they should give me a refund for the first year also sense they did not provide the service they said they could.I have cancelled services from other venders with no issue. Also, on there terms of use it states all cancelaCon are immediately.

  Business response

  02/07/2024

  ********************, 

  We sincerely apologize for the experience you had with our company. Your satisfaction is of utmost importance to us, and we regret that we fell short of your expectations.
  We have carefully reviewed your concerns and take them very seriously. Please know that we are committed to addressing each issue you've raised and ensuring that we improve our services to better meet the needs of our valued customers.  

  Please contact me directly to discuss your concerns further and to explore possible solutions. Our goal is to regain your trust and confidence in our company.
  We genuinely appreciate your feedback and the opportunity to make things right.

  I have called and left you a voicemail and sent you an email as well with my contact details. 

  Best regards, 

  ****

  Customer response

  02/15/2024

  I talked with **** from home title lock I believed we worked things out I **** was going to use them again when I bought a house. She said she would call me back in about an hour or hour and a half. been over a week never heard back. so no this is not fixed yet.

  Thank you

  *******

  Customer response

  02/21/2024

   
  Complaint: 21213468
  
  I am rejecting this response because:

  I talked with **** from home title lock I believed we worked things out I **** was going to use them again when I bought a house. She said she would call me back in about an hour or hour and a half. been over a week never heard back. so no this is not fixed yet.

  
  Sincerely,
  
  *********************************

  Business response

  02/28/2024

  Hi *******!
  
  Thank you so much for taking the time to speak with me and catch me up on your prior discussions with ****!
  
  To briefly recap our discussion from yesterday:
  Upon initially signing up for our services, we have record of the system automatically sending you two emails regarding the current state of your title and its recent history as it was expected to (youd mentioned that you were going to check to see if they had been accidentally sent to spam by your email provider). Your account was due to be renewed in July, but the card was declined as it was no longer active, and upon the card being updated to a new card in the system, the new card with a new renewal date in November.As per your prior discussion with ****, since the charge was being disputed with your bank prior to your initial contact with us, we were unable to refund you while the charge was in dispute and we had to wait for that to clear to finish processing the cancellation and refund. You have now been refunded for that charge and your subscription has been cancelled.
  
  And just an additional note to address your first attachment, as I dont think it was touched on in a prior reply the specific portion of the cancellation policy that you attached that says effective immediately is actually in reference to the Companys right to terminate any subscription services for any Customer (the Customers cancellations/terminations are subject to the refund policy in a prior clause).
  
  I want to thank you for your patience in working this out with us and I hope we get the chance to work together again in the future!

  Please feel free to reach out to me if you have any other questions or concerns!
  
  - *******

• Initial Complaint

  11/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up online for a special which I thought was for $19.95 the first year. I noticed a hold on my funds 11/6/2023 and called them the next day. The gentleman I spoke with said I would have to wait until the charges posted. Today, 11/10/2023 I called again and was told initially they could issue a prorated partial refund, then he switched gears and said unfortunately, a refund could not be issued unless it is received 2 months before the renewal date. This is ridiculous and smells like a scam. Not a good way to do business. I live on a fixed income and $199.00 is a lot of money. I dont recommend Home Title Lock.

  Business response

  11/28/2023

  Hello ******, 

  Thank you for your review and speaking with me just now.  We apologize for the confusion, but the price for a 1 year subscription is $199.  Our monthly subscription is $19.95 per month.  As per our conversation, a full refund of $199 was issued to you on 11/21/23.  I appreciate you confirming that you received the full refund. 

  We apologize again for any inconvenience this may have caused. 

  Best, 

  **********************;

  Customer response

  11/28/2023

   
  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

  11/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  transaction date 10/1/2023; Paid $159.00; for monitor service on fraudulent home take over; received cancelation confirmation on renewal upon request, follow up by phone on 101/2023 to ****(******). She stated takes 20 days to process. Follow up after 20 days, told it takes 30 days to process. Not processed after 30 days led to call only could leave message. Cancelation in email on 10/12023. no tracking # available. Original advertising on *********

  Business response

  12/13/2023

  Hello *****,

  We apologize for the delay with your refund.  I checked with our ****************** on 11/1/23 and had a full refund issued to you same day.  I also followed up on 12/12/23 by email and left you a voicemail to ensure you received your refund.  

  Again, we apologize for the delay with your refund. 

  Best, 

  Lana 

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had sent them a cashiers check for 179 dollars and discount code save me. Before I had sent them 22 dollars. They say that their credit card processing does not work. So, I had sent them a cashiers check, by way of express mail. Cashiers ck #********. They had mentioned that they had received it, but an employee had possibly stolen it?

  Business response

  11/02/2023

  Hello *****, 

  Thanks for your review.  I went through your account and see that your mailed in a money order for a monthly subscription, but we could not accept payment for the monthly subscription.  We can only accept payment by mail for our annual and 4 year subscriptions.  A ******** Service agent tried to contact you on 9/11/23, but the call did not go through as they received a message stating there were "restrictions" preventing the call from going through.  We contacted you again on 9/14/23 and advised that your money order had been shredded as we could not accept the payment.  On 10/23/23, we received your cashier's check for an annual subscription that has been applied to your account on the date received.  

  I apologize for the confusion, but can confirm your payment has been received and you have an active account with **********************. 

  Best, 

  **********************;

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On or about 7/7/2023 I contacted Home Title Lock to request a cancellation in services. I was informed by **************** that they would cancel my services and issue any remaining balance as a refund. After about three weeks of no further action taken on the part of this company, I contacted them numerous times. There have been several attempts to get this matter resolved by both e-mail and phone. My hope is that you can get this matter resolved just in case the company decides to rebuild me via auto-pay in November. Thanks

  Business response

  12/13/2023

  Hello *****, 

  We apologize for the delay, but appreciate you confirming that you received your full refund check in the mail.  Thank you as well for taking the time to speak with me regarding this matter as well. 

  Best, 

  ****

   

• Initial Complaint

  09/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company took my money every month and NEVER reported to me a change in deed ownership as they were contractually obligated to do.

  Business response

  12/13/2023

  Hello *******,

  Appreciate your patience with this matter and also taking the time to speak with me while ********* out your account.  Thank you as well for confirming you received your full refund on 10/20/23.  

  If you change your mind and decide to sign up again, please contact me directly and I can offer you a 20% discount.  

  Best, 

  ****

*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. ↩