Business Profile

Payment Processing Services

PayLink Direct

Complaints

This profile includes complaints for PayLink Direct's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

60 total complaints in the last 3 years.
16 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:04/07/2026
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 6/5/2025, I signed up for an auto warranty with Premier Auto Protect. The salesman asked for my mileage and I told him I didn't know. He told me to estimate and I did. I started making payments and in December 2025, took my truck to the dealers for some repairs. When I presented the warranty, the dealership submitted a claim to Premier, and they submitted it to their adjustor. The claim was denied due to the mileage error. My estimate was off by @ REMOVEDthat my contract was void and I would have to contact Premier to cancel. I called Premier on 15 December 2025 and cancelled. They waived the cancellation fee and told me the contract was cancelled. Today I noticed that PAYLINK, their payment processing company, has been continuing to take out $129.87 every month. There should have been no payment in January 2026 forward.
Business Response
Date: 04/15/2026
Dear REMOVEDor Madam:

This letter is in response to the complaint submitted by REMOVEDBBB Case #REMOVED. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.

Our records indicate that on June 5, 2025, Mr. REMOVEDpurchased a vehicle service contract from REMOVEDa third-party marketer selling vehicle service contracts on behalf of Dealer Loyalty Protection. At the time of sale, a down payment of $129.87 was collected directly by Premier Auto Protect.

Furthermore, our records indicate that the service contract was cancelled on April 10, 2026. Accordingly,no further payments have been or will be collected from Mr. REMOVEDby PayLink.

Please note that our records do not indicate that a request to cancel Mr. REMOVEDvehicle service contract was made with our office prior to the complaint.

In an attempt to assist Mr. REMOVEDPayLink forwarded the contents of your inquiry to REMOVEDthe sales agent and company that handles customer cancellations and refunds. It is our understanding from Premier Auto Protect that they do not have a record of a cancellation request being made with their office for Mr. REMOVEDvehicle service contract. However, per Premier Auto Protects request, PayLink has issued refunds of the four (4) payments of $129.87 collected between December 2025 and March 2026 to Mr. REMOVEDcard on file.

Please note that on April 9, 2026, our office received a chargeback dispute for the $129.87 payment collected on April 6, 2026.Accordingly, that payment was also refunded to Mr. REMOVEDcard on file, for a total refund of $649.35.

For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Premier Auto Protect should there be any further questions or concerns. REMOVEDs contact information is as follows:

Premier Auto Protect
REMOVED
REMOVED
REMOVED

Sincerely,

REMOVED
Compliance & Contract Counsel
PayLink Direct
Customer Answer
Date: 04/15/2026

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.

Sincerely,

REMOVED
Initial Complaint
Date:03/27/2026
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To whom it may concern,I am writing to file a formal complaint regarding unauthorized and fraudulent charges made to my account. On or about 02/26 that I did not authorize. Upon contacting the company to dispute these transactions, i was either not provided with a satisfactory explanation or my request for a refund was denied/ignored. Despite my attempts to resolve this matter directly with the company, the issue remains unresolved. These charges are fraudulent and a violation of fair business practices. As a consumer, I am requesting your assistance in investigating this matter and facilitating a resolution. Specifically, I am seeking a full refund of the unauthorized charges in the amount of $3760.00 I respectfully request that the BBB review this complaint and take appropriate action to help resolve this matter I aslo request that this complaint be recorded as part of the company,s history for the benefit of other consumers. Thank you for your time and consideration. I look forward to your response and a resolution to this issue.
Business Response
Date: 04/01/2026
Dear REMOVEDor Madam:

This letter is in response to the complaint submitted by REMOVEDBBB Case #REMOVED. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.

Our records indicate that on April 18, 2025, Ms. REMOVEDpurchased a home service contract from REMOVED(REMOVED), a third-party marketer selling home service contracts on behalf of REMOVED. At the time of sale, a down payment of $100.00 was collected directly by REMOVED.

Enclosed are copies of Ms. REMOVEDContract as well as the PayLink Payment Plan Agreement for the REMOVEDContract. Please note that the payment plan amount for the REMOVEDContract was $3,386.29, to be paid in eighteen (18) monthly installments of $188.13.

Furthermore, our records indicate that on February 5, 2026, the October 2025, November 2025, and December 2025 monthly payments of $188.13 each were reversed due to chargeback disputes being filed. Since no further payments were received or collected, the service contract was cancelled on February 13, 2026. Accordingly, no further payments have been or will be collected from Ms. REMOVEDby PayLink.

Please note that PayLink does not report to any credit reporting agencies and does not submit any past due amounts to collections.

On March 27, 2026, our office received a call regarding the REMOVEDContract. The PayLink representative explained who PayLink was, and an Account Summary for the REMOVEDContract was issued to Ms. REMOVEDaddress on file. Enclosed is a copy of the Account Summary.

In an attempt to assist Ms. REMOVEDPayLink forwarded the contents of your inquiry to REMOVED, the sales agent and company that handles customer cancellations and refunds. It is our understanding from REMOVEDthat on April 18, 2025, Ms. REMOVEDcontacted their office regarding coverage for her home. After an explanation of the coverage, Ms. REMOVEDagreed to the purchase and authorized the collection of the down payment by REMOVEDas well as the collection of the monthly installment payments by PayLink.

It is also our understanding from REMOVEDthat they attempted to contact Ms. REMOVEDregarding the past due status of the REMOVEDContract but were unable to speak to her prior to cancellation. Per REMOVED, since the REMOVEDContact was cancelled for nonpayment, no refund is due.

For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact REMOVEDshould there be any further questions or concerns. REMOVEDcontact information is as follows:

US Home Protection Services
REMOVED
Ste. 121
REMOVED63385
REMOVED

Sincerely,

REMOVED
Compliance & Contract Counsel
PayLink Direct

Enclosures.
Customer Answer
Date: 04/02/2026

Complaint: 24689356

I am rejecting this response because: pay link directly is involved with a party that is a scam. I didnt sign any paperwork or submit nor call anyone for home protection. That's is a lie.

Sincerely,

REMOVEDMontghomery
Business Response
Date: 04/07/2026
Dear REMOVEDor Madam:

This letter is in response to the complaint submitted by REMOVEDBBB Case #REMOVED.

In an attempt to assist Ms. REMOVEDPayLink forwarded the contents of your inquiry to REMOVED(REMOVED). It is our understanding from REMOVEDthat REMOVEDcalled their office on a recorded line and they have the recording of the sales call where she purchased the coverage and authorized the collection of the down payment and the monthly payments.

It is also our understanding from REMOVEDthat they issued copies of Ms. REMOVEDContract and PayLink Payment Plan Agreement to her email and mailing addresses on file on April 26, 2025 as well as on January 23, 2026, and there is no indication that they were not delivered to her. Per REMOVED, numerous emails were also sent to Ms. REMOVEDprior to the cancellation of the REMOVEDContract.

For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact REMOVEDshould there be any further questions or concerns. REMOVED' contact information is as follows:

US Home Protection Services
REMOVED
REMOVED
REMOVED

Sincerely,

REMOVED
Compliance & Contract Counsel
PayLink Direct
Customer Answer
Date: 04/13/2026

Complaint: 24689356

I am rejecting this response because:

Sincerely,

REMOVEDMontghomery
Initial Complaint
Date:03/25/2026
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Subject: Complaint Against National Home Warranty LLC and PayLink Direct Refusal to Cancel and Unprofessional Conduct Dear Better Business Bureau,I am filing a formal complaint against National Home Warranty LLC and PayLink Direct, which appear to be operating together and list an address at REMOVEDI am a consumer based in REMOVED, REMOVED, and I was enrolled in a home warranty service under Account #REMOVED. I have made multiple attempts to cancel this service, but both entities have failed and/or refused to process my cancellation request.During a recent phone call, I clearly requested cancellation. The representative repeatedly insisted that I provide a reason. When I declined, stating it was not their business, I was placed on hold. The representative then returned, stated they would not cancel my account, and ended the call.This behavior is highly concerning and suggests potentially deceptive or unfair business practices. I am especially concerned that they may continue attempting to withdraw funds without authorization.I am requesting that this complaint be formally recorded and that National Home Warranty LLC and PayLink Direct be required to:1.Immediately cancel my account REMOVEDall billing and collection activity 3.Provide written confirmation that my account has been closed My information is as follows:Name: REMOVEDAddress: REMOVEDAccount Number: REMOVEDCompany Information Provided:National Home Warranty LLC / PayLink Direct REMOVEDI am prepared to dispute any further charges as unauthorized and pursue additional action through consumer protection agencies if necessary.Thank you for your assistance.
Business Response
Date: 04/01/2026
Dear REMOVEDor Madam:

This letter is in response to the complaint submitted by REMOVEDfor REMOVED, BBB Case #REMOVED. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.

Our records indicate that on March 13, 2026, Ms. REMOVEDpurchased a home service contract from National Home Warranty LLC (National Home Warranty), a third-party marketer selling home service contracts on behalf of REMOVED. At the time of sale, a down payment of $295.00 was collected directly by National Home Warranty.

Furthermore, our records indicate that the service contract was cancelled on March 24, 2026,before any monthly payments were collected by PayLink.

In an attempt to assist Ms. REMOVEDand Ms. REMOVEDPayLink forwarded the contents of your inquiry to National Home Warranty, the sales agent and company that handles customer cancellations and refunds. It is our understanding from National Home Warranty that they cancelled the National Home Warranty Contract the same day that they received the cancellation request and issued a full refund of the down payment of $295.00 to Ms. REMOVEDcredit card. Per National Home Warranty, they were attempting to ascertain the reason for the cancellation in an effort to provide assistance during the cancellation call.

For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact National Home Warranty should there be any further questions or concerns. National Home Warrantys contact information is as follows:

National Home Warranty LLC
REMOVED
REMOVED

Sincerely,

REMOVED
Compliance & Contract Counsel
PayLink Direct
Initial Complaint
Date:03/23/2026
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
May 9 2025.I was sent a letter on house insurance. The insurance was suppose to cover house appliances,plus electricty. REMOVEDwas suppose to pay seventy five dollars deductible,and the company was suppose to pay the rest. REMOVEDwas paying REMOVEDa month for the insurance,in which an agent said thecost of the insurance was to steep. Instead of paying the 75 dollar to start, there was a dognostic charge of 129 dollars that was not stated at first that they paid also. Another thing,the technician that was comming out didn't deal with REMOVEDto pay the labor cost. REMOVEDhad to pay the cost,and was advised to keep the recipts to get reimbursed from the company.
Business Response
Date: 04/02/2026
Dear REMOVEDor Madam:

This letter is in response to the complaint submitted by REMOVEDBBB Case #REMOVED. Please be advised, PayLink Direct (PayLink)processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts, is not a party to vehicle or home service contracts, and does not review, REMOVEDor deny claims or have any role with respect to the payment of claims for vehicle or home service contracts.

Our records indicate that on May 8, 2025, Mr. REMOVEDpurchased a home service contract (HomeAssure Contract) from REMOVED(REMOVED), a third-party marketer selling home service contracts on behalf of REMOVED. At the time of sale, a down payment of $164.95 was collected directly by REMOVED. Please note that the REMOVEDContract is not an insurance product.

Enclosed are copies of REMOVEDContract as well as the PayLink Payment Plan Agreement for the HomeAssure Contract.

Furthermore, our records indicate that the service contract was cancelled on March 28, 2026. Accordingly, no further payments have been or will be collected from Mr. REMOVEDby PayLink.

Please note that our records also indicate that the REMOVEDContract is the only service contract that we have or have had for Mr. REMOVEDin our billing system.

In an attempt to assist Mr. REMOVEDPayLink forwarded the contents of your inquiry to REMOVEDthe sales agent and company that handles customer cancellations and refunds, as well as REMOVEDthe coverage administrator and company that has the contractual obligation to adjudicate and pay valid claims under the terms of the REMOVEDContract. It is our understanding from Trinity and HomeAssure of the following:

3/5/2026: Mr. REMOVEDcontracted Trinity regarding his claim and stated that he had to pay a diagnostic fee as well as for the repairs on his washer and dryer. Per Trinity, their records did not show that a claim had been filed, so they provided Mr. REMOVEDwith REMOVEDcontact information so that they could assist him.

3/6/2026: HomeAssure attempted to contact Mr. REMOVEDbut were unable to reach him.

3/9/2026: Mr. REMOVEDagain called Trinity. REMOVEDhas indicated that based on this conversation, it appeared Mr. REMOVEDmay have confused their coverage with that of another company. Trinity then transferred him to REMOVEDso that they could assist him with filing his claim.

3/9/2026: HomeAssure spoke to Mr. REMOVEDobtained the needed information for his claim, and told him a tech would be reaching out within 24 hours regarding the repair. Since REMOVEDdid not already have a technician that they had worked with before in Mr. REMOVEDarea, they contacted several technicians to confirm that they could provide the service. All the technicians REMOVEDcontacted stated they could provide the service.

3/9/2026: Trinity then called Mr. REMOVEDas part of a follow-up effort and, with Mr. REMOVEDon the line, called the other company that he stated that he might also have coverage with. However, the other companys representative would not speak to Mr. REMOVEDwith the Trinity representative on the line, so the Trinity representative left the call so that Mr. REMOVEDcould speak to them.

HomeAssure has indicated that they attempted to contact Mr. REMOVEDmultiple times to confirm the service details for his claim but were unable to reach him. Since HomeAssure was not able to reach Mr. REMOVEDthey voided his claim.

REMOVEDhas also indicated that they have attempted to contact Mr. REMOVEDmultiple times since they last spoke to him but have been unable to reach him.

Per Trinity, they have cancelled the HomeAssure Contract and issued a refund via check to Mr. REMOVEDin the amount of $455.56. HomeAssure and Trinity have both indicated that if Mr. REMOVEDrequires further assistance, they are more than happy to help him.

For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Trinity or REMOVEDshould there be any further questions or concerns. Their contact information is as follows:

REMOVED
REMOVED
REMOVED
REMOVED

HomeAssure
REMOVED
Ste. C309
REMOVED85251
REMOVED

Sincerely,

REMOVED
Compliance & Contract Counsel
PayLink Direct

Enclosures.
Customer Answer
Date: 04/14/2026
Complaint: 24673435

I am rejecting this response because: I have records stating that PayLink was still collecting payments from me. According to records, REMOVEDpaid for 10 months, without any service from them. The same is what my complaint is about, false advertisement.

Sincerely,

REMOVED
Business Response
Date: 04/21/2026
Dear REMOVEDor Madam:

This letter is in response to the complaint submitted by REMOVEDBBB Case #REMOVED.

In an attempt to assist Mr. REMOVEDPayLink forwarded the contents of your inquiry to REMOVED(REMOVED), the sales agent and company that handles customer cancellations and refunds. It is our understanding from REMOVEDthat Mr. REMOVEDhad coverage for his home during the time the HomeAssure Contract was in effect and that they and HomeAssure, the coverage administrator, made multiple attempts to assist him in filing a claim in March 2026. Per Trinity, the refund issued to Mr. REMOVEDis a pro-rated refund based on terms of the HomeAssure Contract (see REMOVEDContract, section X., pg. 10).

For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Trinity or REMOVEDshould there be any further questions or concerns. Their contact information is as follows:

REMOVED
REMOVED
REMOVED
REMOVED

HomeAssure
REMOVED
Ste. C309
REMOVED85251
REMOVED

Sincerely,

REMOVED
Compliance & Contract Counsel
PayLink Direct
Customer Answer
Date: 04/27/2026

Complaint: 24673435

I am rejecting this response because:

Sincerely,

REMOVEDis rejecting the response because, l have records REMOVEDis about to send to you. The records consist of ten months PayLinkDirect charged my card for REMOVED.
Initial Complaint
Date:02/24/2026
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
2/23 refund of the most recent payment REMOVED
Business Response
Date: 03/05/2026
Dear REMOVEDor Madam:

This letter is in response to the complaint submitted by REMOVED-REMOVEDfor REMOVEDBBB Case #REMOVED. Please be advised,PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.

Our records indicate that on September 23, 2025, Mr. REMOVEDpurchased a home service contract from REMOVED(National Home), a third-party marketer selling home service contracts on behalf of REMOVED. At the time of sale, a down payment of $495.00 was collected directly by National Home.

Furthermore, our records indicate that the service contract was cancelled on February 24, 2026. Accordingly,no further payments have been or will be collected from Mr. REMOVEDby PayLink.

In an attempt to assist Mr. REMOVEDPayLink forwarded the contents of your inquiry to National Home, the sales agent and company that handles customer cancellations and refunds. It is our understanding from National Home that they processed a refund via check to Mr. REMOVEDon March 1, 2026 in the amount of $1,692.02.

For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact National Home should there be any further questions or concerns. Their contact information is as follows:

National Home Warranty LLC
REMOVED
REMOVED

Sincerely,

REMOVED
Compliance & Contract Counsel
PayLink Direct
Initial Complaint
Date:01/27/2026
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I wrote them on January 16 due to different time zones I was not able to call them on the weekend so I have to wait on Monday on the time zones I am in I stated that I dont get pay until Friday and I would like a refund I been getting the round run with this company.
Business Response
Date: 01/29/2026
Dear REMOVEDor Madam:

This letter is in response to the complaint submitted by REMOVEDBBB Case #REMOVED. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.

Our records indicate that on August 25, 2025, Ms. REMOVEDpurchased a vehicle service contract from Automotive Product Consultants (APC), a third-party marketer that works with dealerships to sell vehicle service contracts on behalf of REMOVEDthe time of sale, a down payment of $199.00 was collected directly by REMOVED.

Our records also indicate that Ms. REMOVEDcontacted our office on January 16, 2026 to ask if she could render her monthly payment on January 30, 2026 instead of on the regular due date. Our office provided Ms. REMOVEDwith APCs contact information so that she could request a change in the due date or discuss the payment arrangement options available to her. On January 26, 2026, Ms. REMOVEDcontacted our office and said she did not authorize the payment that was automatically processed that day. Billing was suspended for her account, and our office provided her with APCs contact information to further discuss any refunds that might be due to her. Also on January 26, 2026, REMOVEDcontacted our office to refund the most recent payment of $137.99 to Ms. REMOVEDcredit card, which was processed by our office the same day.

In an attempt to assist Ms. REMOVEDPayLink forwarded the contents of your inquiry to APC, the sales agent and company that handles customer cancellations and refunds. It is our understanding from REMOVEDthat on January 26, 2026, they spoke to Ms. REMOVEDregarding the monthly payment that was processed that day. Per APC, they explained to Ms. REMOVEDthat the payment was automatically collected on the regular due date because they did not receive notice from her that she wished to change the date the payment would be collected. REMOVEDhas indicated that they offered to request a refund of the most recent payment and that Ms. REMOVEDaccepted.

It is also our understanding from APC that Ms. REMOVEDindicated that she would call them to make the monthly payment that was due.Per APCs request, our office updated Ms. REMOVEDbilling account so that she will now receive a monthly bill for any payments due instead of the payments being automatically collected from her credit card. Ms. REMOVED can contact APC to update the payment method or make other payment arrangements if she desires.

For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact REMOVEDshould there be any further questions or concerns. APCs contact information is as follows:

Automotive Product Consultants
REMOVED
REMOVED
REMOVED

Sincerely,

REMOVED
Compliance & Contract Counsel
PayLink Direct
Initial Complaint
Date:10/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Initiated home warranty. Upon reviewing literature related to warranty, decided to cancel within cancelation period. On 10/15/25 made contact with the customer service REMOVEDof REMOVED, spoke with associate. I specifically stated the reasons behind wanting to cancel the home warranty and requested the warranty be canceled. The associate proceeded to give a sales pitch about the warranty and asked if I was certain that I wanted to cancel. I assured the associate I understood the situation and would like to proceed with canceling the warranty. The associate continued to disregard my request and continued to attempt to make a sales pitch. After having requested more than half a dozen times to have the warranty canceled, and the associate insisting that she would not cancel it because I need it, the associate stated she would refer me over to a supervisor. The associate then placed me on hold for over 20 minutes and then ended the call. I do not want the warranty, but PayLink and their associates are not allowing me to end the warranty within the parameters that they provided me with.
Business Response
Date: 10/21/2025
Dear REMOVEDor Madam:

This letter is in response to the complaint submitted by REMOVEDBBB Case #REMOVED. Please be advised, PayLink Direct (PayLink)processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.

Our records indicate that on September 16, 2025, Mr. REMOVEDpurchased a home service contract from Like New Home Warranty (Like New Home), a third-party marketer selling home service contracts on behalf of REMOVED. At the time of sale, a down payment of $125.00 was collected directly by Like New Home.

Furthermore, our records indicate that the service contract was cancelled on October 15, 2025 before any monthly payments were collected by PayLink. See below:

Customer: REMOVED
Account #: REMOVED
Status: Coverage Cancelled
Contract #: H642946790

In an attempt to assist Mr. REMOVEDPayLink forwarded the contents of your inquiry to Like New Home, the sales agent and company that handles customer cancellations and refunds. It is our understanding from Like New Home that Mr. REMOVEDcontacted their office on October 15, 2025 to cancel his coverage. During the call, Like New Home indicated they were attempting to review the coverage and assist REMOVEDPer Like New Home, Mr. REMOVEDwas then placed the customer on hold in an effort to bring a supervisor on the line; however, the call was disconnected before a supervisor became available. As a result, the policy was cancelled that same day.

It is also our understanding from Like New Home that on October 17, 2025, a refund of the down payment of $125.00 was issued to Mr. REMOVEDvia the credit card on file.

For these reasons,we consider the matter resolved as it pertains to PayLink. Please contact Like New Home should there be any further questions or concerns. Like New Homes contact information is as follows:

Like New Home Warranty
REMOVED
REMOVED
REMOVED

Sincerely,

REMOVED
Compliance &Contract Counsel
PayLink Direct
Initial Complaint
Date:10/08/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am REMOVED, daughter of REMOVED. Her address is REMOVED, IN REMOVED. My mom is 93 years old with severe dementia. She received an official looking document in the mail saying if she did not pay her home warranty her price would go up. Not knowing that she did not have a home warranty policy, she sent a check and since then payments of $189.50 per month have been automatically deducted from her account. I have power of attorney and would like to know what warranty company this is for so we can cancel and request a refund of all payments. I tried calling and they will not tell me who to contact or who the policy is with. This is robbery and preying on the elderly and it needs to stop immediately!
Business Response
Date: 10/14/2025
Dear REMOVEDor Madam:

This letter is in response to the complaint submitted by REMOVEDon behalf of REMOVEDBBB Case #REMOVED. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.

Our records indicate that on October 1, 2024, Ms. REMOVEDpurchased a home service contract from Tribus Home Warranty LLC (Tribus), a third-party marketer selling home service contracts on behalf of Capital Home Protection. At the time of sale, a down payment of $259.00 was collected directly by Tribus.

Enclosed are copies of REMOVEDContract as well as the PayLink Payment Plan Agreement for the Tribus Contract.

Furthermore, our records indicate that the service contract was cancelled on October 9, 2025. Accordingly,no further payments have been or will be collected from Ms. REMOVEDby PayLink.

In an attempt to assist Ms. REMOVEDand Ms. REMOVEDPayLink forwarded the contents of your inquiry to REMOVED, the sales agent and company that handles customer cancellations and refunds. It is our understanding from REMOVEDthat they did not receive a request to cancel the Tribus Contract prior to receiving the complaint. Per Tribus, the Tribus Contract has been cancelled,and they are issuing a refund via check to Ms. REMOVEDin the amount of $1,239.56.

Due to Ms. REMOVEDstated condition, we are also adding her name to PayLinks internal list of consumers for whom we will not accept new accounts.

For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact REMOVEDshould there be any further questions or concerns. Tribus contact information is as follows:

Tribus Home Warranty LLC
REMOVED
REMOVED

Sincerely,

REMOVED
Compliance & Contract Counsel
PayLink Direct

Enclosures.
Customer Answer
Date: 10/15/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.

Sincerely,

REMOVED
Initial Complaint
Date:09/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
PayLink Direct sold me a warranty contract for REMOVEDa month for two years including 24 month's. extension at no cost. I made all my payments. I called a couple month ago, the associate that answered phone She told me the warranty would expire in Oct, 2025 Last Friday September REMOVEDI called too make claim, the associate told me that she would give phone number, I called an from then on it was just connecting from number to number ather about 2 an half hours I gave up well today is Friday September 12, 2025 I received a massage on my cell phone I called the number It was confusing Asking me question about my 2016 REMOVEDhighlander, actually wanted Information But It sell me a new warranty and this the way they could help me. I told the man I was not trying to buy that I was making a claim to fix my car that in the shop. PAYLink Direct has not Honored the warranty that I purchase THE phone went dead.
Business Response
Date: 10/08/2025
Dear REMOVEDor Madam:

This letter is in response to the complaint submitted by REMOVEDBBB Case #REMOVED. Please be advised, PayLink Direct (PayLink)processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts, is not a party to vehicle or home service contracts, and does not review, REMOVEDor deny claims or have any role with respect to the payment of claims for vehicle or home service contracts.

Our records indicate that on September 8, 2021, Mr. REMOVEDpurchased a vehicle service contract (REMOVEDContract) from Direct Auto Protection, a third-party marketer selling vehicle service contracts on behalf of REMOVED. (REMOVED). At the time of sale, a down payment of $149.00 was collected directly by Direct Auto Protection.

Enclosed are copies of Mr. REMOVEDContract as well as the PayLink Payment Plan Agreement for the REMOVEDContract.

In an attempt to assist Mr. REMOVEDPayLink forwarded the contents of your inquiry to REMOVEDthe coverage administrator and company that has the contractual obligation to adjudicate and pay valid claims under the terms of the REMOVEDContract. As of today, PayLink has yet to receive a response from REMOVED.

Per the REMOVEDContract, Palmers claims department can be reached at REMOVED(see pg. 3). If REMOVEDfails to pay an authorized claim within sixty (60) days, the REMOVEDContract indicates that REMOVEDcan file a claim with REMOVED(REMOVEDSouthern), the company that insures Palmers obligations under the REMOVEDContract (see section 9., pg. 7). REMOVEDinformation is below.

For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact REMOVEDor REMOVEDSouthern should there be any further questions or concerns. Their contact information follows respectively:

REMOVED
REMOVED
Suite 120
REMOVED
REMOVED

REMOVED
REMOVED
Building 100
Suite 500
REMOVED
REMOVED

Sincerely,

REMOVED
Compliance & Contract Counsel
PayLink Direct

Enclosures.
Initial Complaint
Date:09/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
received a piece of mail that appeared to be official and was misled into purchasing a home warranty. The salesman was skilled, but I believe I was deceived. Paylink Direct is the agency that facilitated the payments, which totaled over $4,000 in 18 installments. However, when I needed assistance, the company failed to provide it. I have been unable to get in touch with Paylink Direct, and I am requesting a complete refund due to my inability to utilize their services. As a truck driver, I am rarely home, and I live in a small town with limited access to workers. I informed the salesman of this, and he assured me that I would be taken care of. He also led me to believe that everything was covered, which was not the case. My air conditioning unit broke, and it remains unrepaired, with the company refusing to provide the $1,500 needed for repairs, which would cost over $8,000 to replace. Additionally, my refrigerator broke, and they have been unable to find a technician to assess the issue. I am seeking a complete refund, and I would advise against working with Paylink Direct. If you encounter any correspondence with Paylink Direct, I would recommend exercising caution.
Business Response
Date: 09/19/2025
Dear REMOVEDor Madam:

This letter is in response to the complaint submitted by REMOVEDBBB Case #REMOVED. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.

Our records indicate that on January 9, 2023, Mr. REMOVEDpurchased a home service contract (Integrity Contract) from Like New Home Warranty (Like New Home), a third-party marketer selling home service contracts on behalf of REMOVED(Integrity). At the time of sale, a down payment of $215.00 was collected directly by Like New Home.

Enclosed are copies of REMOVEDContract as well as the PayLink Payment Plan Agreement for the Integrity Contract.

Furthermore, our records indicate that the Integrity Contract was paid in full on July 1, 2024. Accordingly,no further payments have been or will be collected from Mr. REMOVEDby PayLink.

In an attempt to assist Mr. REMOVEDPayLink forwarded the contents of your inquiry to Integrity, the coverage administrator and company responsible for paying approved claims under the terms of the Integrity Contract. It is our understanding from Integrity that for the claim filed for Mr. REMOVEDrefrigerator, Integrity was unable to locate a service provider to assess the unit, so the claim was closed. Per Integrity, for the claim filed for Mr. REMOVEDair conditioner, the claim was denied. REMOVEDhas indicated that a diagnostic performed by REMOVEDprovider found damage to the air conditioners condenser fan blade, which is not covered under the Integrity Contract. Per Integrity, Mr. REMOVEDwas advised that he could seek a second opinion through a service provider of his choice; however, a detailed cause of failure report and a complete parts breakdown would need to be provided for their review.

It is also our understanding from Integrity that the Integrity Contract has been cancelled and that a refund via check is being processed to Mr. REMOVEDthese reasons, we consider the matter resolved as it pertains to PayLink. Please contact Like New Home or Integrity should there be any further questions or concerns. Their contact information is as follows:

Like New Home Warranty
REMOVED
Suite 240
REMOVED
REMOVED

Integrity Admin Group
REMOVED

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. As a matter of policy, BBB does not endorse any product, service, or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

When considering complaint information, please consider the company's size and volume of transactions. Note that the nature of complaints and a company’s responses to them are often more important than the number of complaints. BBB Business Profiles generally cover a three-year reporting period.

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