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Better Business Bureau® (BBB®) advises consumers to use caution if doing business with U.S. Home Guard of Wentzville, Missouri. Consumers reported to BBB the company sent them unsolicited mailers, which indicated a problem with their home warranty.
U.S. Home Guard has an “F” rating, the lowest on BBB’s scale, due to numerous complaints and concerns over its marketing materials. The business also has received numerous negative customer reviews.
The mailers, shared with BBB by consumers, contain phrases like “IMMEDIATE RESPONSE TO THIS NOTICE REQUESTED” and “FINAL NOTICE.”
“Our records indicate that you HAVE NOT CONTACTED us yet to get your Home Warranty up to date,” a mailer reads. “Please call IMMEDIATELY as this will be our FINAL ATTEMPT TO NOTIFY YOU (with phone number).”
The mailers also have deadlines posted on them.
“When you receive correspondence that appears to be time-sensitive, investigate before you act on it,” said Michelle L. Corey, BBB St. Louis president and CEO.
Consumers in 28 states and Puerto Rico have filed complaints about U.S. Home Guard. The overwhelming majority of those complaints center on mailers sent to consumers.
A St. Louis woman told BBB she asked to be taken off a mailing list after receiving a letter from U.S. Home Guard in September 2021.
“The letter is predatory and appears intended to scare the recipient into calling this company,” the woman wrote in her complaint. “The appearance and language on the notice implies that action on my end is mandatory and failure to purchase this home warranty will result in unfavorable consequences.”
In response to the woman’s complaint, U.S. Home Guard said it would take the woman’s name off their mailing list. The woman said she has received one additional mailer from U.S. Home Guard since she filed her complaint with BBB.
A man from Flowery Branch, Georgia, told BBB he received a mailer from U.S. Home Guard in February 2022. He said he knew he did not have to act on the correspondence.
“If you get this letter, it gives you a sense of urgency that you need to call them,” the man told BBB. “The way it is written makes it seem like you are already a customer. If you didn’t know better, I could see you falling for it.”
U.S. Home Guard said it would take the man off its mailing list. He said he has not received any additional solicitations from the company.
BBB has made several attempts to get U.S. Home Guard to modify its advertising. In June 2022 and June 2021, U.S. Home Guard told BBB it would not modify its advertising. In a June 2020 review of its advertising, the business told BBB it believes statements made on the mailers to be true.
In responses to recent complaints, the business says it “stands by all statements” on its advertising and agrees to take consumers off of its mailing lists.
U.S. Home Guard registered with the Missouri Secretary of State in August 2019.
BBB's attempts to reach the business for comment failed, and it did not respond to a BBB letter regarding how it plans to address its pattern of customer complaints.
BBB offers these tips on purchasing a home warranty:
- Research any business and its owners carefully before paying any money. Check the company’s BBB Business Profile at BBB.org.
- Do not be pressured into making an immediate decision. Beware of any sales offer that requires you to buy now in order to qualify for the best rate.
- Never give any personal or credit card information over the phone or via email until you have read and agree to the terms and conditions of a contract.
- Beware of claims that you will receive “complete” coverage. That doesn’t necessarily mean that every problem will be covered. Look for conditions and disclaimers.
- Pay by credit card whenever possible in case you need to challenge the payment.
- In order to cut down on unwanted marketing calls, consumers can sign up for the national Do Not Call Registry. To stop many unwanted pieces of mail, consumers can register for the Data & Marketing Association’s mail preference service.
Read tips and find a home warranty company near you.
Always look for businesses that follow BBB Accreditation Standards and BBB Standards for Trust.
For more tips and news from BBB, visit BBB.org/news.
