Complaints

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is to find out if they were scamming me. I signed a contract with them and to find out where my paperwork is at. They say it is in the mail but I have not received it.

  Business response

  05/01/2024

  Thank you for brining your concerns to our attention. We assure you that your contract is legitimate.
  
  We have sent your booklet with the contract details. We have reached out to you directly to confirm if it has been received or not, but we could not connect with you. Although the postal delivery is out of our control, well continue to send the booklet as many times as necessary until you receive it. In addition to the physical contract coming in the mail, I will send you a copy to your email.
  
  Please let us know if there are any additional questions or concerns.
  
  Best regards.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They keep calling and harassing my family claiming we have purchased a warranty and that we owe an extremely large amount and they keep threatening us and keep calling other family members who have nothing to do with this business. They are scammers and big companies like American family insurance and accountants have claimed that this business is fake and to be careful. If they continue to harass us we will take to a lawyer

  Business response

  04/22/2024

  Thank you for bringing your concerns to our attention.
  
  We apologize for any inconvenience caused. We have only been contacting the numbers provided to us during the original sales call. Please understand that we needed to discuss important contract information and did not intend to appear harassing. Our customer service team attempted to reach out to you directly to work towards a resolution, but unfortunately, we were unable to connect.
  
  To address your complaint, we will cancel the policy as requested and cease all communications. If you have any further concerns or questions, please feel free to contact us.
  
  Best regards.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The business has been harrassing not only myself, but also my late father with mail regarding a home warranty, before I realized how much of a scam this is. I called and they said I had to make a decision right away as my plan ended soon, I hung up right away and they have been spamming myself and my late father since. Absolutely scummy and terrible, id imagine an disabled or elderly person who wants to talk to their family about a financial decision prior to, could fall victim to that trap. Pressuring individuals to make a decision right away, hearing that the family no longer wants the service and then spamming them with mail.

  Business response

  04/05/2024

  Thank you for bringing your concerns to our attention.
  
  After reviewing our marketing history, we discovered that we have not sent you any offers for home coverage. The attached letters appear to belong to two other companies. The yellow paper contains an offer from *********************. You can find more information about them on their BBB page:
  
  **********************************************************************************************************************
  
  As for the company associated with the telephone number **************, I attempted to obtain their company name, but they refused to provide it and disconnected the call.
  
  In addition to directing your complaint to the appropriate parties, we have removed you from our marketing campaigns and added you to our do-not-contact list.
  
  If you have any further concerns or questions, please do not hesitate to reach out to us.
  
  Best regards.

  Customer response

  04/05/2024

  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. My apologies for the confusion! Thank you
  
  Regards,
  
  *********************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called the company to get a warranty for my air conditioner. I talked to someone about the warranty. He set up warranty 99 to start and then 139 a month. The was a home protection warranty. They threatened to not let me get another home warranty by red flagging me.

  Business response

  04/12/2024

  Thank you for bringing your concerns to our attention.
  
  Upon careful review of the initial sales call, we found no evidence to support the claim that our agent mentioned you would be red flagged. The call seemed friendly and pleasant, suggesting there may have been a mix-up with another service contract brokerage.
  
  Our customer service representative attempted to reach out to you directly to help resolve your situation, but unfortunately, we were unable to connect with you. In response to your complaint, we will cancel your policy as requested. Please note that since the down payment was disputed, we are unable to issue a refund. However, the disputed charge should already have been returned to your account.
  
  If you have any questions or further concerns, please don't hesitate to reach out.
  
  Best regards.

  Customer response

  04/14/2024

  Complaint: 21529961
  
  I am rejecting this response because:
  TThe company took money out of my account on March 9th. Were not suppose to until April 16th. I called the bank and reported it. Then called the original number that I called. They denied any contact with me. But they said they could take care of that. Before they would do that they wanted me to take out another contract with them and pay $290.00 a month. Told th man could not afford then he transferred me to ***** His number is **************. Told him could not afford. He got belligerent with me and said he would red flag my house at718 *************. Show it unliveable. Have never had a business talk to what way. If course they are going to deny it. Just me agonist them. Do not take this lightly. In fact it is scary.I am not a person who complains for no reason. 

   

   

  So sorry to all errors. Could not see what I was typing.

  Probably could have handled differently but it scared me and upset me really bad. I appreciate your kindness.Just wish had never happened. Just hate that all your information is out there for everyone to see. Scary world now. Thank you.

   

   

  
  Regards, *******************

   

   

  
  
  *******************

  Business response

  04/16/2024

  We apologize for not meeting your expectations with our previous response.
  
  It appears there has been a misunderstanding. The company you had a negative interaction with was not HomeProtect USA. The phone number you provided ***************) is not associated with us. We have not attempted to charge you $290 per month, nor do we employ an agent named **** at this time.
  
  Here's a summary of the events based on HomeProtect USAs records for clarity:
  
  -On 3/7/24, you responded to one of our mailed advertisements and agreed to a home service contract with HomeProtect USA.
  -Following your verbal authorization on 3/7/24, we processed the initial payment to activate your policy, which was reflected in your account on 3/9/24.
  -The monthly payment agreed upon for your contract was $139.
  -We received your complaint on 4/5/24 and made several attempts to reach out to you for resolution without success.
  -At your request through the BBB complaint, we cancelled your contract on 4/11/24.
  
  HomeProtect USA aims to be transparent and assist you in resolving your concerns. We want to help point your complaint in the right direction, and I attempted to contact the phone number you provided to clarify its ownership. Unfortunately, they were uncooperative and repeatedly hung up without disclosing their company name. Regrettably, we cannot provide further assistance regarding this number, **************.
  
  Please note that no policy brokerage or salesperson has the authority to 'red flag' or 'blacklist' an individual across the entire service contract industry.
  
  We have honored your request and cancelled your policy. Additionally, we have removed you from our marketing campaigns and contact lists. Please let us know how we can further address and resolve your complaint to your satisfaction. Feel free to contact me at *************************************************.
  
  Best regards.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Home Protect USA Agreement, HHWG55001, was cancelled in November of 2023, and the company continued to ACH debit funds for many months from my financial institution even after the **************** line was contacted on multiple occasions to stop. They denied ever being contacted and a day after they were contacted and threatened legal action, they initiated another ACH for payment outside of the date of payment on the initial agreement. This is illegal and violated my rights. I had to contact my financial institution to cancel my debit card. I am seeking full reimbursement of my funds that were paid after November of 2023 totaling $944.51.

  Business response

  02/22/2024

  Hello,
  
  Thank you for bringing this matter to our attention.
  
  It appears there may be some confusion regarding the sequence of events or possibly a misunderstanding involving another company. After thoroughly reviewing all call records between you, your daughter, and Home Protect USA, I found no record of any attempt to cancel your policy before 2/9/24.
  
  Our records indicate that you initiated your policy on 7/12/23. Between 1/24/24 and 2/1/24, we made several attempts to contact you regarding a past due payment. On 2/1/24, you requested to settle the overdue amount over the phone, provided updated **** information, and verbally authorized us to process the payment. Subsequently, on 2/9/24, we received a cancellation request from your daughter, resulting in the termination of your policy.
  
  We apologize for any inconvenience this situation may have caused. In response to your complaint, we have taken the following steps:
  
  1. We have removed your contact details from our lists for future communications and marketing campaigns.
  2. We will cease all further communications with you.
  3. We will expedite a pro-rated refund for all payments made toward the policy.
  
  If you require any further assistance, please do not hesitate to contact me directly at *************************************************.
  
  Best regards.

  Business response

  02/22/2024

  Hello,
  
  Thank you for bringing this matter to our attention.
  
  It appears there may be some confusion regarding the sequence of events or possibly a misunderstanding involving another company. After thoroughly reviewing all call records between you, your daughter, and Home Protect USA, I found no record of any attempt to cancel your policy before 2/9/24.
  
  Our records indicate that you initiated your policy on 7/12/23. Between 1/24/24 and 2/1/24, we made several attempts to contact you regarding a past due payment. On 2/1/24, you requested to settle the overdue amount over the phone, provided updated **** information, and verbally authorized us to process the payment. Subsequently, on 2/9/24, we received a cancellation request from your daughter, resulting in the termination of your policy.
  
  We apologize for any inconvenience this situation may have caused. In response to your complaint, we have taken the following steps:
  
  1. We have removed your contact details from our lists for future communications and marketing campaigns.
  2. We will cease all further communications with you.
  3. We will expedite a pro-rated refund for all payments made toward the policy.
  
  If you require any further assistance, please do not hesitate to contact me directly at *************************************************.
  
  Best regards.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The mia **** tc-80--2023 discovered a settlement on my behalf with *********** of ********* ******** and recently under my loan ********** paid off ******* 3/1/2017 in my name that ***** had sent to my address ********************************************************************** the squatter *********************************** -XX- **** my escrow account check in which at least 20 of there employees said he cashed it which was in my name and I reported it to ********** police and are handled by detective ********* ************. Now I am told by *** home protect *** **********************************. L139 ******, ** ***** 866 207-9629 record no. 004RF03333 you are the insured and owner and we must follow certain financial insurance regulators rules and are sending you a notice then I discovered that mortgage lender listed was fake at ************.

  Business response

  02/06/2024

  Hello,
  
  Thank you for bringing your concerns to our attention. It sounds like you're dealing with a lot, and we apologize for any inconvenience this situation has caused you.
  
  After looking at the messages between you and HomeProtect USA, I want to explain our role as a broker. HomeProtect USA isn't a bank, a mortgage lender, or an insurance company; we help people find contracts to protect their homes. The message you got from us was about buying a contract to cover things like your home's systems and appliances.
  
  When we listened to the recordings, we found out that none of our staff said you had coverage with us. They simply discussed offering coverage for your home. You explained your situation and requested that we remove *************************** from the file and use your name and PO box address instead.
  
  The record number provided during our calls (004RF03333) is not a confirmation of coverage with our company; it's simply a reference number for accessing your file.
  
  We understand your frustration and wish we could assist you further, but our company has no involvement in your situation, and we haven't sold you a policy. We only have your name, phone number, and address on file. We don't have any of your payment information, and we don't have a contract with you.
  
  To address your complaint, we have taken the following steps:
  
  1. Removed you from our contact list and marketing campaigns.
  2. Ceased all future communications with you.
  
  If you have further concerns, please don't hesitate to reach out.
  
  Best regards.

  Customer response

  02/13/2024

  Complaint: 21249837
  
  I am rejecting this response because: they are lying in this response *** and two other gentlemen at home protection usa said I am the insured and that they have to follow certain insurance agencies Laws and that I would receive notice.
  
  Regards,
  
  ***********************

  Business response

  02/13/2024

  We're sorry if our previous response didn't meet your expectations.
  
  To clarify, HomeProtect USA acts as a broker, helping individuals find home protection contracts. We haven't sold you a policy or collected payment details.
  
  After reviewing all recordings between you and our team, none of our agents indicated that you have a policy with us or provided a payment confirmation number. The reference number we provided is just for accessing your file, not confirmation of coverage.
  
  The confusion might have arisen from your request for a mail notice, where *** mentioned it would be sent to your PO box. This notice would have been an advertisement for purchasing a service contract covering your home's major systems and appliances. *** explained that regulations prevent us from sending a physical contract without purchase. After receiving your complaint, we removed you from our mailing list, so please understand that no notice will be coming in the mail.
  
  While we're here to assist, we don't have an active contract with you, and the attachments you provided are unrelated to our company. The issue you're facing isn't related to HomeProtect USA. Please let us know how we can resolve your complaint to your satisfaction.
  
  Best regards.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a home warranty company that I canceled in August 2023 with an official notarized letter asking for a prorated refund. They assured me my check would be here within 8 to 10 weeks. After several calls, they then started telling me it could be up to 12 weeks. On November 22 they said the check had been mailed November 7 and I still do not have the check. They continue to delay the refund.

  Business response

  11/29/2023

  Hello,
  
  I apologize for the delay in your refund. I have escalated your case for immediate attention, and our team is actively investigating to ensure a swift resolution.
  
  Your refund (check # ****) was sent out on 11/7/23. If you prefer, we can cancel the current check and promptly issue another one to your address.
  
  Thank you for bringing this matter to our attention. If you have more concerns, please reach out to me directly at *************************************************
  
  Best regards

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am tired of getting mail requesting I purchase a home warranty from this company. I've called requesting my name be removed from their mailing list.I've told them I have a home warranty and would not be interested in doing business with them.I've read the reviews about this company and they're terrible. They appear desperate for business. I would think if someone doesn't respond within the 5 days in the letter they would automatically remove your name.

  Business response

  11/19/2023

  Hello ******,
  
  We apologize for the inconvenience. To address your complaint, we have taken the following steps:
  
  1. We have removed you from our call list and marketing campaigns.
  2. We will cease all future communications with you.

  If you have more concerns, please reach out.

  Best regards

• Initial Complaint

  09/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This business is STRAIGHT TRASH! After I see their canned responses to all the other complaints, I guess my complaint will be found on aisle 7. Using toll-free numbers such as *****************-531-1737, and ************, unless you speak Spanish, then the number is ************. On their website, the address was based in **********, but now the site looks completely different and the business now resides in ******, **. For months now, I have asked for my name and address to be removed, as their mailings always come from the HOME WARRANTY DIVISION. Despite my repeated requests, nothing has been done to stop sending their mailings, as they are able to hide under the guise of ******************* so there is never a return address on the envelopes. **** is helpless and hopeless at administering an antidote to what idiotic ridiculousness is being sent out from them on such a regular basis. However, the volume of evidence is much appreciated coming at their expense, as it will eventually cost this company more than the lack of character they continue to demonstrate.

  Business response

  09/12/2023

  Good Afternoon, 

  I hope this message finds you well. We want to confirm that your request to be removed from our mailing list has been successfully processed. You will no longer receive mail from us.
  

  We understand the importance of respecting your preferences, and we appreciate your patience as we worked to address your request. If you have any further concerns or require any additional assistance, please do not hesitate to contact us.
  

  I do want to add that the first two notices attached to this complaint were for different companies but again we were able to take you off of our mailing list. 

  T**** you for bringing this matter to our attention, and we are here to assist you with any other needs you may have in the future.

  Best Regards.

  Customer response

  09/12/2023

  Complaint: 20586892
  
  I am rejecting this response because:
  Instead of applying a copy and paste answer that will never rebuke nor resolve this issue, how about you simply submit & subdue yourself to developing an honest reputation for your company? You have given this same tame response before, online and over the phone, and nothing ever changes. If you post an apology to any and everyone that you have purposely bothered on your site, and take responsibility for your grasp at greed towards the gullible, and actually mean it, then will I accept that you are not mediocre and everyone can move on. I do not want your business, whether you seal it in there form of a fake check, or stuff it in an envelope, your trash still looks like trash. Get a broom and a dustpan and clean up your mess. 

   

   

  
  Regards,
  
  *************************** ***************************

  Business response

  09/14/2023

  Good morning, 

  I understand your frustration but 3 out of 4 of the letters you attached are not associated with HomeProtect USA including the check you are referring to. 

  Again, we do apologize for the mail you received from us and have been removed from future marketing. You may want to reach out to the other companies you received letters from to be removed from their list as well. 

  Thank you. 

  Customer response

  09/14/2023

  Complaint: 20586892
  
  I am rejecting this response because:
  It is amazing that you said nothing about 3 of the 4 letters coming from Home Protect USA before, but each number rang directly to your company. And while no one ever announced that they were with Home Protect USA, when asked what company I was calling, each person said, Home Protect USA. In my previous complaint, the person who responded said all of your mailings had your business name attached to the front of the letter. Did you forget to add it to the 'only' letter you sent this time, as well? You have listed your business in both ********** and *****, so even with a different address, your raggedy ways still follow. That was the reason I chose to keep the evidence you provided, because of confirmation. You acknowledged nothing from my last response, which further demonstrates your inability to see yourself. You also think that you can avoid detection by not answering from the number I would normally call from, but I can chameleon, too. I just don't play your games, and if it pleases you to continue to waste money on ink, paper and postage, then I am sure you have a trash can sitting next to you for your garbage. 

   

  
  Regards,
  
  *************************** ***************************

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company keeps sending solicitation letters without any identifying information except a phone number. I called previously to have my name removed from mailing list and they persist. Additionally, the type of letter would make some people think they will be financially responsible for appliance repairs.I spoke with ****** at the number listed to obtain the name of the company. I do not appreciate getting these letters as they ignore the "Do Not Contact" list and my requests for contact to stop. Please do not force me to take further action. Stop all contact, and take all of my personal information out of your records.

  Business response

  09/05/2023

  Good Morning, 

  I hope this message finds you well. I am writing to confirm that your address has been successfully removed from our mailing list, as per your request and in response to your recent complaint to the Better Business Bureau. We understand the importance of respecting your preferences, and we sincerely apologize for any inconvenience caused by the unwanted mail marketing you received.
  

  Please rest assured that you will no longer receive any marketing materials or communications from us at the address provided. Your feedback has been instrumental in helping us identify areas for improvement in our processes, and we are committed to preventing such occurrences in the future.
  

  If you ever have any further inquiries, concerns, or would like to reestablish communication with us in the future, please feel free to reach out to us. We value your input and would appreciate the opportunity to assist you.
  

  Thank you for your understanding and patience as we resolved this matter. We sincerely apologize once again for any inconvenience caused and remain dedicated to providing you with a positive experience.
  

  Best regards.

  Customer response

  09/05/2023

  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.
  
  Regards,
  
  *********************

  Customer response

  09/09/2024

  Complaint: 20544807
  
  I am rejecting this response because:

  I am on a "Do Not Mail" list. ************ ignored this and sent me an ad with: No name or return address Use of a mortgage company name as though it was somehow legitimizing their letter Untrue statements ************ needs to quit sending these letters NOW! There is a reason I took the time to prevent this from happening-how do they have the right to ignore this? They need to be fined. If I had a name to send a barrage of mail to this company, I could do the same thing they are doing. Stop this now.
  
  Regards,
  
  *********************

  Business response

  09/13/2024

  We sincerely apologize for the inconvenience. We want to clarify that the most recent letter you attached, with record ID **********, did not originate from our company.
  
  Additionally, we see that you were previously placed on our do-not-contact list, but unfortunately, our marketing team was not notified to stop the mailers. We have recently restructured the team responsible for handling these requests to prevent similar issues in the future.
  
  To address your complaint, we have taken the following steps:
  
  1. You have been removed from our contact list and marketing campaigns.
  2. We will cease all future communications with you.
  
  Please note that we may be unable to stop any mailings that have already been processed. Additionally, while other companies may send you offers, rest assured that they will not be from us.
  
  If you continue to receive mail from AutoProtect USA or HomeProtect USA, please notify us at ***********************************.
  
  Best regards.

  Customer response

  09/16/2024

  Complaint: 20544807
  
  I am rejecting this response because:

  I should not be asked to take further actions when your business fails to comply after:

  1.  I placed myself on the "Do Not Contact List"

  2.  I notified you that you are not in compliance.

  It is your responsibility to comply, and you need to be able to do so without further action from your advertising targets. I should not have to email any part of your company. If you can send out mail, you can stop it. 

  Comply now, or I will contact the *** next.

  
  *********************

*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. ↩