Business Profile
Home Warranty Plans
HomeProtect USA, LLCThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/14/2025
- Complaint Type:
- Order Issues
- Status:
- Answered
Tried to cancel ************************ contract. The customer service put me on hold multiple times and/or didn't call me back. Told me that I was the problem since I hung up after being put on hold multiple times. Just got a billing service provider in the mail for "Mepco" and since I will not be paying I do not want my credit to be decline. This seems like a scam. I already filed something with my bank.Business response
01/17/2025
Dear ***** ******,
We appreciate you bringing your concerns to our attention, and we take matters like this very seriously. After thoroughly reviewing our records, we were unable to locate any account or policy associated with the information provided. Additionally, the policy number referenced in your complaint does not belong to our company, HomeProtect USA, LLC. It appears to be associated with a different organization.
We understand how frustrating this situation must be, and we encourage you to contact the company directly responsible for the policy in question to address your concerns.
Please know that we are committed to maintaining transparency and assisting where possible. Should you have any additional questions or concerns, feel free to reach out.
Sincerely,
**** ****
Director of OperationsInitial Complaint
01/02/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company does nothing but take advantage of the elderly. They talked to my mom who is 87 who's mental capabilities are in obvious decline. Convinced her that her home warranty was about to expire, I found the letter they sent saying as much. She has never had a home warranty. They write these letters to make it seem you are in desperate circumstances if you don't get this warranty. They took 395 dollars of her limited income. They can say they followed the law, knowing they're taking advantage of a vulnerable population, who need their limited resources the most. Just because they can. Shameful.Business response
01/02/2025
Dear **** ****,
Thank you for reaching out and sharing your concerns. We are truly sorry to hear about your mothers experience, and we want to do everything we can to address this matter quickly and fairly.
To help us locate your mothers account and process the refund youve requested, well need a bit more information. Specifically, well need either her full name, phone number, or customer ID. With this information,we can pull up her records and take the appropriate steps to resolve this issue.
Please know that we take situations like this very seriously. Its important to us that all our customers feel treated with fairness and respect, and we will review this matter thoroughly once we have the necessary details.
You can provide this information through the BBB portal. We appreciate your patience and understanding, and were here to help resolve this as quickly as possible.
Sincerely,
**** ****
Director of Operations
HomeProtect USAInitial Complaint
12/12/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Every time I tried to get some kind of service from them, they would surprise me with how much they dont cover.First it was my garage door motor. I was told they only covered the keypad outside.The second time I called for help and was sure the problem was with the keypad. They said that they only cover the lift motor. I finally cancelled my account with them on November 6th. On November 23rd, they took another payment from my bank ********** payment history: March 2024 $1500.00 April $126.73 May$97.31 June$97.31 July$97.31 August$97.31 September$97.31 October$97.31 Total$2210.58 I asked for a full refund. I was told that I would get a PRORATED REFUND. And it would take ***** ******** assessment is that Home Protection is nothing more than a front for ripping off the people. They are not honest and will take advantage of everybody, without exception. I want a FULL REFUND IMMEDIATELY!They dont deserve any good rating with BBB and should have whatever rating revoked.Business response
12/20/2024
Dear **** Liberty-*******
Thank you for sharing your concerns with us. Were truly sorry for the frustration and inconvenience youve experienced. We understand how important the claims process is and regret that it didnt meet your expectations.
To clarify, Auto Protect USA sells policies and provides information for *******, but the actual claims process is handled by *******. Your concerns are important to us, and we take them seriously in our interactions with OnPoint.
Regarding your refund, we want to assure you that your prorated refund check is being sent today. Were very sorry for the delay and understand how frustrating this has been. Your payment history has been reviewed, and the refund has been calculated based on the terms of your policy.
Were disappointed to hear that your experiences with coverage didnt meet your expectations, and were committed to learning from your feedback to improve. Please dont hesitate to reach out if you have any further questions or need additional helpwere here to make things right.
Thank you for your patience as we work to resolve this.
Sincerely,
**** ****
Director of Operations
****************Initial Complaint
12/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Numerous threatening letters about coverage interruption are being sent to my 90 year old mother. She does not have, nor has ever, purchased a home warranty policy from this company, or any company, on this property.I would like to have her name permanently removed from all marketing attempts, either by letter or by phone.Business response
12/10/2024
Dear ****,
Thank you for bringing this to our attention. Im very sorry to hear about the unwanted mailings your mother has been receiving. I completely understand your concerns and would be happy to ensure she is removed from our mailing list permanently.
To process this request, well need a bit more information. Specifically, if you could provide the application number listed on the mailer, it would help us locate her information in our database and remove it promptly.
Please feel free to share the application number at your earliest convenience, and well take care of this right away. Thank you for your patience and understanding.
Best regards,
**** ****
Director of OperationsInitial Complaint
10/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have just received the third notice for a Home Warranty Policy. I made my third phone call today. On the two phone calls I asked then to take my ************** off their list. They said they would.I was told many many times to just throw the paper today. I asked that my ************** be removed from their list. He refused. Told him I had replaced all these in the last 5 years. I told him that removing my name would stop me from getting this. He refused quite a few times. He kept talking over me, saying "throw the paper away". I tried to solve my problem, but he would not listen. I told him I was going to contact the BBB if I received another one. I decided to do it today.Business response
10/22/2024
Thank you for brining your concerns to our attention. We sincerely apologize for the inconvenience.
To address your complaint, we have taken the following steps:
1. We have reviewed the call you referenced and addressed the issue with the representative involved.
2. We have removed you from our contact list and marketing campaigns.
3. We will cease all future communications with you.
Please note that we may be unable to prevent additional mailings that have already been processed. Additionally, while other companies may send you offers, rest assured they will not be from us.
If you have any further concerns or continue to receive communications from us, please feel free to reach out to me directly at ************************************************************.
Best regards.Initial Complaint
10/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My 93 year old mother (***** ****) was contacted by Home ***********. She does not remember talking with them or making a purchase from them. A brief conversation with her makes it perfectly clear that she is not capable of conducting business, and her hearing is severely impaired.Apparently she has been paying for a warranty from Home Protect USA since July 2024. The agent of record who sold her this warranty is either unethical or incompetent. I discovered this ongoing auto pay when she asked for more assistancethe two charges I saw were 230.+ and 210.+. I am still trying to track down the actual amount she has paid.Business response
10/15/2024
Thank you for bringing your concerns to our attention and giving us the opportunity to address them.
We would like to clarify that Ms. **** called us in response to a mailed advertisement on July 3, 2024. After reviewing the sales call, we found it to comply with industry rules and regulations.
We apologize for any inconvenience this situation may have caused. To address your complaint, I have forwarded your message to our customer service team, who will reach out to you directly to facilitate a resolution. Please call us at ************ (Central Standard Time, Monday to Friday, 8 AM - 5 PM) so we can resolve this issue as quickly as possible.
If you have further questions or concerns, please feel free to contact me directly at ************************************************************.
Best regards.Customer response
10/15/2024
Complaint: 22416107
I am rejecting this response because: My 93 year old mother is not able to make decisions like this, and a very short conversation with her would make most people realize she is easily confused and does not hear well. I want to see an exact copy of the mailing she responded towas it the pink mailing referred to in the reviews as threatening?Today, after going to the bank, I found she has TWO accounts. Both of these accounts are to be canceled immediately. As you stated, you may be within the law, but the ethics and/or competence are, at best, questionable.
Regards,
***** ******Business response
10/17/2024
We apologize that our previous response did not meet your expectations.
To clarify, we currently have only one active policy with Ms. ***** We believe the additional policy may be with a different company, and we recommend contacting ****** the financing company, to obtain the name of the other brokerage that sold a policy to Ms. *****
Please understand that our advertisements can sometimes be confused with those of other companies. Its important to note that we do not use a pink mailer. While we cannot provide the exact mailer sent to Ms. ***** we assure you that our advertising complies with all industry standards.
We confirm that Ms. ***** policy with HomeProtect USA will be canceled effective 10/17/24. In response to this complaint, we will process a pro-rated refund on her behalf, effectively bypassing our normal procedures. Please allow time for processing and postal delivery. Additionally, we have placed Ms. **** on our global do-not-contact list and removed her from future marketing campaigns.
We sincerely apologize for any inconvenience this situation may have caused. For updates, questions, or further assistance, please feel free to contact me directly at *************************************************************
Best regards.Customer response
10/22/2024
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.
Regards,
***** ******Initial Complaint
09/13/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Have called dozens of times to inform this "company" that I am already covered, never ever do business with unsolicited spammers like them, have reviewed their online ratings and find them utterly untrustworthy, and that any company that LIED to me two dozen times about being removed from a list that will save them time, money, and online review capital must be insane.They hide who they are, send lies in their marketing that comes constantly, all the time, and lie through their teeth on the phone.They have zero respect for the **************** list, and are preying on my time and the environment. A dreadful, awful, rotten bunch of low rent, horrible liars.I demand they cease and desist all contact immediately and forever.Business response
09/16/2024
We apologize for any inconvenience caused. According to our records, we have not communicated with you since June 2023. It appears there may be some confusion, and some of the mailers you are receiving are likely from another company.
To address your concerns, we have taken the following steps:
1. You have been removed from our contact list and marketing campaigns.
2. We will no longer send you any further communications.
Please be aware that we may not be able to stop mailings that have already been processed. Additionally, while other companies may send you offers, we assure you they are not from us. If you have any further concerns, feel free to reach out to us at *****************************************************.
Best regards.Initial Complaint
08/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have contacted Home Protec several times in the mail about a refund they owe me. I have not been to reach them.Business response
08/20/2024
Thank you for reaching out about your pro-rated refund.
Our detailed call notes indicate that we have spoken with you multiple times regarding your refund. We apologize for the delays in processing. I will escalate this issue to upper management to expedite your refund as quickly as possible.
While we understand this does not fully mitigate the frustration caused by the delay, please be assured that your refund will be processed. For follow-up questions or if you need further assistance, please contact me directly at ******************************************.
Best regards.Initial Complaint
05/20/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
We continue to receive mail at our home address about a Home Warranty policy from Home Protect ***. We have asked multiple times to be removed, yet we continue to receive mailings and letters. Our address is on the Do Not Mail List as well.Business response
05/24/2024
We apologize for the inconvenience. To address your complaint, we have taken the following steps:
1. We have removed you from our contact list and marketing campaigns.
2. We will cease all future communications with you.
Please note that we may be unable to prevent additional mailings that have already been processed. Additionally, while other companies may send you offers, rest assured they will not be from us.
If you have more concerns, please reach out.
Best regardsCustomer response
06/01/2024
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.
Regards,
*******************************Initial Complaint
05/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have asked for a year now to be removed off their mailing list. They continue to send mail. I now consider this a form of harassment and want them to stop mailing me for their "Home Warranty".Business response
05/17/2024
We apologize for the inconvenience. To address your complaint, we have taken the following steps:
1. We have removed you from our contact list and marketing campaigns.
2. We will cease all future communications with you.
Please note that we may be unable to prevent additional mailings that have already been processed. Additionally, while other companies may send you offers, rest assured they will not be from us.
If you have more concerns, please reach out.
Best regards.
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Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
70 total complaints in the last 3 years.
17 complaints closed in the last 12 months.
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