Complaints

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I don&#**;t know how they got any of my information because I never gave them my Mastercard number. My bank gave me the phone number and I never called these people. I sold that house out in ***********. I sold my house and bought this one. I would like to have my money back that they took out of my checking account.

  Business response

  09/05/2023

  Good morning, 

         We have searched the name, phone numbers and address you provided in this complaint and are not able to locate an account. We are having a manager reach out to you to try and help locate your account. We are sorry for any inconvenience, but we are eager to get to the bottom of this for you. 

  Thank you. 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  They have been sending non stop letters in the mail about home warranty when we have told them to remove ** and they do not stop. My mother even has asked them to stop and they don't. if this keeps up I will file a lawsuit this is Un soliciting mail that we never asked for. We even called the customer service number to have us removed and they do not STOP!

  Business response

  08/29/2023

  Dear *******,
  

  I hope this message finds you well. I am writing in response to the Better Business Bureau complaint you filed regarding the unwanted mail marketing you received from our company. I want to extend our sincerest apologies for any frustration or inconvenience this situation has caused you.
  

  At Home Protect USA, we take complaints seriously and value the opportunity to address any concerns our customers may have. We understand the importance of respecting your privacy and delivering a positive experience, and we are deeply sorry for falling short of these expectations in this instance.

  We are committed to resolving this matter to your satisfaction. As a gesture of goodwill, we have removed your address from our mailing list to prevent any further unwanted communications from us. We deeply regret any discomfort this experience may have caused and want to assure you that your feedback is invaluable in helping us improve our processes. We have taken swift measures to ensure that similar incidents do not recur in the future.

  If you have any further questions or concerns or would like to discuss this matter in more detail, please don't hesitate to reach out to us. We are dedicated to ensuring that this issue is fully resolved to your satisfaction and that your future interactions with us are positive.
  

  Once again, I apologize for any distress caused and thank you for your patience and understanding as we work to address this matter.
  

  Best regards.

  Customer response

  08/29/2023

  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,
  
  *************************

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,I received a letter from you that was reported on the envelop to be very urgent. I saw it coming through in my informed **** daily message.Since it was supposedly very urgent, I had to interrupt my holiday and drive back to ***********. When I opened the letter it turns out it was neither important, nor urgent, and actually fraudulent.I expect you to send me a check for $4500 for the vacation I had to interrupt to get this "urgent" letter.

  Business response

  08/28/2023

  Dear *********,
  

  I hope this message finds you well. I sincerely apologize for the unwanted mail marketing you received from our company. I understand how frustrating and intrusive such experiences can be, and I want to assure you that your feedback has not gone unnoticed.
  

  Please accept my deepest apologies for any inconvenience this has caused. We value your privacy and take matters like these seriously. Your feedback serves as a reminder that we must continuously improve our processes to ensure that situations like this are prevented in the future.
  

  I want to assure you that your address has been promptly removed from our mailing list. This means you will no longer receive any marketing materials from us. We've also implemented additional checks and balances to ensure that similar incidents do not occur moving forward.
  

  Your satisfaction is of utmost importance to us, and we genuinely regret any negative impact this experience may have had.
  

  If there's anything else you'd like to discuss or if you have any additional concerns, please do not hesitate to reach out to us directly. You can contact us at **************, and we will be more than happy to assist you.
  

  Once again, I apologize for any inconvenience caused and thank you for bringing this matter to our attention. We are committed to ensuring that your future interactions with our company are positive and enjoyable.
  

  Thank you for your understanding.
  

  Best regards.

  Customer response

  08/28/2023

  Complaint: 20521786
  
  I am rejecting this response because: my address was already supposedly removed from your mailing list (please find it recorded in the bbb page). Your apologies are both insincere and not useful. 
  
  Regards,
  
  *******************************

  Business response

  08/29/2023

  Good morning, 

        Upon searching our records for the last 3 years there are no other complaints associated with you or HomeProtect USA. Again, we did remove you from our list.

  Thank you. 

  Customer response

  08/29/2023

  Complaint: 20521786
  
  I am rejecting this response because:
  you caused me damage and are not offering any actual solution about it. Not only you are fraudulent, but also shady. Send me my money, that is the only answer I will accept. 

   

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

• Initial Complaint

  08/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Non stop harrassing from this scam fraud company that harrassing people in ********* their employees are nasty and rude . I have repeatedly asked them to remove me and they continue to harrassing and terrorising innocent people

  Business response

  08/22/2023

  Good morning,  

         We apologize for any inconvenience this may have caused; we contacted our marketing team to make sure you are removed. Furthermore, we are passing along the information you provided to the BBB to our **************************** to review any phone calls you made to make sure they were handled properly. Again, we are sorry you had a bad experience. 

  Thank you. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have requested multiple times to be removed from their mailing list with no results. When I call and make the request they are short and rude. I have received these mailings for a long time and I'm filing this complaint in an attempt to not have to seek legal action. I just want the mailings to stop.

  Business response

  08/15/2023

  Good afternoon, 

        We apologize for any inconvenience this may have caused, we contacted our marketing team and have had you removed from our mailing list. Have a great day! 

  Thanks.

  Customer response

  08/15/2023

  Complaint: 20469518
  
  I am rejecting this response because:

  Thank you for removing me from the marketing but in addition to that I want all of my personal information removed from your system. I found out the last time I called your company, which I have never done business with, that you have way too much about me ie: name, address, age, phone numbers, detail on my home. I didn't put this on the main complaint but I would like it removed.

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

  Business response

  08/15/2023

  Good afternoon, 

         I will reach out to the marketing team once again to verify you are in fact removed. 

  Thank you. 

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have contacted this company many times to tell them to stop mailing me and they continue to mail me these FINAL NOTICES. I want it stopped immediately. I should not have to make more than one request. I have called several times to be taken off the mailing list, and I still keep receiving letters. This company is a scam, and I want nothing to do with them. They harass me and my wife and when I question them about their bad reviews and multiple claims of being a scam they become rude and defensive. Cutting me off several times just to try and force feed me their stupid sales pitch as if I'm magically going to change my mind.

  Business response

  08/03/2023

  Good afternoon,  

      We apologize for any inconvenience this may have caused. We have contacted our marketing team to make sure you are no longer mailed. Furthermore, we are looking into any phone calls associated with the phone number you provided and will address those accordingly. If you need anything else please let us know! 

  Thank you. 

  Customer response

  08/03/2023

  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,
  
  *********************

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been receiving for the past year, at least *********************************************************************************************************************************************************************************************** into calling the number so that their representatives can try to convince me to purchase a home warranty for my appliances that is redundant. Appliances come with their own warranty. If they were actually a good company, their marketing department would not need to attempt this almost criminal advertising to take free money from hard working people for something they don't need. The advertisement is made to look like a demand letter, tricking a consumer into thinking something is wrong. They put a fake policy number in the corner (lol) with a message saying "our records indicate". How would they have any records? They may be a legitimate business but they operate like a scammer. I would like enough people to complain that the government will create some standards and rules for businesses who are operating like scammers.

  Business response

  08/01/2023

  Good afternoon, 

       We apologize for any inconvenience this may have caused. We have contacted our marketing team to make sure you are not mailed from our organization moving forward. 

  Thank you. 

• Initial Complaint

  07/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  As is always the case, the mailings for these companies say *********************** but never have the name of the company inside or outside of the envelope. Someone named ***** answered when I called and after typing in the correct Property Code, he verified who I am. He misquoted the size of the home and the year of construction, and when I told him I was only calling to ask that my name and address be removed from their system, he hung on me. When I called back, I could tell my call was being ignored, perhaps hoping that I would hang up. Finally, a much nicer gentleman answered, very pleasantly. I explained to him that I was hung up on by ***** and he informed me that my name had been removed from their mailings. Still, I find it necessary to file this complaint because this happens entirely too often and despite being on the Do Not Mail listing, nonsense like this continues to happen. Some of these companies may be legitimate, or striving to become legit, and when you have individuals like ***** who do not understand this, Home Protect USA will continue to find their business reputation destroyed. Accept that everyone will not want your business, especially when you send out mail with your business name nowhere to be found, except by calling. Please, remove my name, my address, and since this was apparently mailed from *************, **, I will hold onto this. It appears your operation is bigger than *****.

  Business response

  07/18/2023

  Good afternoon, 

        We are sorry for any inconvenience this may have caused. We contacted our marketing team to make sure you are removed from any future mailings! 

  Thank you. 

  Customer response

  07/26/2023

  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

  08/04/2023

  Complaint: 20335505
  
  I am rejecting this response because:

  No, their last response was unfortunately vapid and without truth. Thank you so much for your help, ******************* hope that is alright that I speak your first name, lady. It is nice to meet you. Good evening to you. ??

   

  Here is my response:

   

  Home Protect USA, 

  You lied. When I filed my first complaint, you said what I received could not have possibly come from your company because everything you send out has your name on it. My first complaint, my previous complaint, and now this one, belies what you stated. At this point, you have begun to harass me, despite saying that nothing further would be sent out, as of 7/26 on the BBB website. If you are truly trying to build a successful business, accept that not everyone will want your business. And if indeed Home Protect USA is worth it, your repeated and rigorous attempts to annoy me have made you so worthless. I do not care for anything you have to offer, period. Remove my name and this address and send nothing else here. Your services have not been requested, nor are they required. Thank you. 

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

  Business response

  08/04/2023

  Good afternoon,  

        We once again apologize. You have been removed from our marketing. 

  Thank you. 

• Initial Complaint

  06/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have contacted this company many times to tell them to stop mailing me notices (most of them are FINAL NOTICES) and they continue to mail me these FINAL NOTICES. I want it stopped immediately. I should not have to make more than one request. I am already on the Direct Mail Do Not Mail list. I have a legal right to NOT receive mail from this company. STOP IMMEDIATELY!

  Business response

  06/30/2023

  Good morning, 

       We apologize for any inconvenience this may have caused; we contacted the marketing company to make sure you are no longer mailed on our behalf. 

  Thank you. 

  Customer response

  06/30/2023

  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

  11/03/2023

  Complaint: 20251009
  
  I am rejecting this response because:

  I need to reopen this complaint. On 14 October 2023, I received another mailing from HomeProtect, USA. According to their response dated 30 June 2023, they said they removed  me from any mailings. My goal with the complaint to BBB was no further contact. Yet they sent me a ************ than 90 days later.

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

  Business response

  11/08/2023

  Dear ************************,
  
  I apologize for the recent mailing you received in October. We acknowledge that new software or a mistake in our marketing team may have caused this issue.
  
  Rest assured; we have taken immediate action:
  
  1. Your name has been removed from all marketing campaigns and call systems.
  2. We will cease any further communication with you.
  
  Your satisfaction is our priority. If you have any more concerns, please feel free to reach out.
  
  Best regards

  Customer response

  11/08/2023

  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,
  
  *************************************

• Initial Complaint

  06/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been receiving offers for a home warranty from this company for at least 3 yrs. Usually contains a $199.00 registration voucher that says this is not a check. I have called the ph# that is on the mailing at least 25 times to have my name & address removed, yet I keep receiving them. I want to totally opt out from this & never receive any more offers from them. They are very rude when u call them too.Ph# they give is **************.

  Business response

  06/22/2023

  Good morning, 

         We apologize first and foremost. We are going to have our **************************** review any phone calls we may have received from you. Furthermore, we will be contacting the marketing company to make sure you will be removed from the mailing list. 

  Thank you. 

*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. ↩