Complaints

This profile includes complaints for Like New Home Warranty's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Like New Home Warranty

  1035 Saint Peters Howell Rd Saint Peters, MO 63376-5250

• 

  Like New Home Warranty

  2973 Harbor Blvd Ste 240 Costa Mesa, CA 92626-3912

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:12/27/2024

  Type:Order 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 purchased a home warranty from Integrity in 2021. The package I bought is called the Likenew Home Warranty. I paid $39.00 monthly for 24 months, for a total of $936. The company honored two claims for repair and one for replacement of a refrigerator. I based my understanding of service expectations on the advertised offers. It included a promise to repair or replace the water heater if the appliance was unable to be repaired. My water heater stopped functioning due to several leaks. It was 21 years old. I was told by the first representative ***** and again by **** that my heater was warranted for a maximum coverage of $1000. After speaking with my plumber the representative told me the company would only cover the cost of one replacement part even though the technician told the representative that the heater was unrepairable and needed to be replaced. The two above-mentioned representatives refused to honor the full value of my warranty. I want the company to honor the full value of my contract and compensate me for the replacement of the heater to the tune of $1,000.

  Business Response

  Date: 01/02/2025

  Dear ****,
  Thank you for reaching out regarding your recent claim for the water heater. We completely understand how frustrating this situation must be, and I want to ensure that you have a clear understanding of the role we play and the specifics of your claim.
  As the broker who facilitated the sale of your home warranty policy, we are not involved in approval or denial of claims. Claims are managed and decided by the warranty provider, *********************. According to the terms of your policy, while water heaters are generally covered, a leaking tank is typically considered a result of wear and tear or damage that falls outside the scope of the warranty. Additionally, as outlined in the attached PDF (see page 9, line A), the tank itself is not a covered component under the policy. In these cases, the warranty does not extend to repairs or replacements for a leaking tank.
  Regarding your request for a refund, your policy allows for a pro-rated refund on the unused portion of the premium, provided the cancellation occurs after the first 30 days. However, after reviewing your account, I regret to inform you that no refund is due in this instance. Although a pro-rated refund would typically apply, $1,527.84 has already been paid out in claims on your behalf, which exceeds the unused portion of your premium. As a result, no refund can be issued at this time.
  If you have any questions or would like further clarification on the terms of your policy, please don't hesitate to contact us at **************. We would be more than happy to discuss the details of the decision and assist you in addressing any concerns you may have.
  Thank you for your understanding, and we remain here to support you should you need further assistance.  

• Initial Complaint

  Date:10/07/2024

  Type:Sales and Advertising 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 purchased my condo in December of 2024. In July of 2023 I was informed that my home warranty coverage that came with my condo was expired and had detailed lender information. I signed up for a 36 month home warranty under the assumption I was being protected with New Home Warranty. I have paid on time every single month and have paid over $800 to this company. I have since learned that no home warranty exists on my condo and that new home warranty is a scam. I am seeking full refund because I was manipulated into purchasing a policy for my home that doesnt exist with sensitive information. I have not received any letters regarding coverage or anything.

  Business Response

  Date: 10/11/2024

  Hello Khadija,
   Our records show you set this home warranty up on 7/5/2023 and it will cover you until 8/5/2026. I believe there must be a misunderstanding in regards to the existence of this coverage. I can say with absolute certainty that this policy does exist and will cover your condo until 8/5/2026. I show you spoke to the claims department on 10/7/2024 asking to start a claim on a leaking faucet and paint chipping in your shower. Unfortunately those repairs are not covered under this home warranty. I also show on 10/7/2024 you spoke to one of the customer service supervisors and he reviewed with you what we cover and how this coverage works. Due to us not being able to help with your repairs we took $300 of the account balance and gave you a deferral for the October payment as compensation and by the end of the call you accepted those terms. After reviewing the call you had with customer service you said you did receive the policy information via email back when you first set this up. I'm sorry for any confusion that may have taken place when you started this coverage. We do give everyone a 30 day monetary guarantee which is ample time to review the coverage and make sure it will fit your needs. As of right now you have an active warranty and only 4 payments at $117.14 each left until this policy is paid in full. Because of the deferral for October you don't have a payment due until 11/4/2024.
  
  
  By the end of the call on 10/7/2024 we were under the impression that you would be keeping the coverage if that is not the case please reach out to us at 888-682-0650 so we can give you the information you will need to receive a refund.
  
  
  Any type of refund that would be due to a customer after the first 30 days would be a pro-rated refund. 

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased 2/16/2022 It was paid in full until 3/18/25. in late August my air conditioner quite working. I had to replaced it. I called to file a claim in September 5, 2024. I have a policy all paid up 3/18/25. I called the Company 2 to 3 times a week all the month of September. This company just has giving me the runaround I been told they will fix this and call me. To date they never fixed problems or have never called me back. I have paid $3499.00 to Like New Home Warranty. I have paid for air condition $4,557.00. I am 80 year old widow on a fixed income. This has affected my health. This is fraud and takes unfair advantage of Seniors. They should give my money back $3499.00

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My cental air unit stopped working 8/23/24. I have a home warranty managed thru Integrity Admin Grp ************, Platinum Cont #H021715740. I called for service repairman from ***************** ************ (**** Kushnuryk cel ************) responded 8/29/24. They told me to contact ***. He looked at unit for 5 minutes, told me fan blade broke, looked like easy repair and he would order part. I paid him the contracted $75 service call fee. I didn't hear from Integrity so called a week later to check on part and was told part no longer available, and broken piece had done more damage within unit They denied claim. I reread my contract and all parts were covered and if part unavailable or unit can't be fixed they owe me money towards new unit They continue to deny. Even in exclusions it is covered. I asked for copy of service report and they refuse to send me copy. I have requested report numerous times both from Integrity and ************* I don't believe there is a service report, rather oral conversation to just deny claim. I am 75 with allergies and need air conditioning. I had to stay with friends for days because I needed air. I believe they are frauding me out of their responsibility. I also notice they have F rating with you. They have 2 addresses: **********, ** and ***************, **. I purchased home in 2022 and do not know age of unit, but it had been working fine. Can you help me? I am a senior on fixed income and can't afford new unit. That is why I was got home warranty. I pay $117 monthly for contract since 7/23/22.

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.purchased home warranty from Like New Home Warranty I'm March. I chose Platinum because they offered that all my electrical, plumbing, appliances and hvac will be covered. In August, I filed claims to my appliances and after estimates where done and so forth, they denied my claims and closed said claim. I have paid $189+ each month totalling 1200+. I wanted to cancel my warranty and the representative insisted that I should claim and not cancel. He threated me that no home warranty will accept me as he canceled my claim and he even went as far as he *********** me to my mortgage bank and that they will not accept my business. I was stressed with the situation so I just told him to cancel and let me be. In any case I want to report this kind of threats that they do for you to be pressured to stay on their warranty clientele. I need help. I hope that the public will be warned for scammers like this who would degrade you and make you feel worthless.

• Initial Complaint

  Date:04/10/2024

  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.

  Like New Home Warranty issued me a refund check of $1917.28 for my warranty plan, identified by number ****** ********* ************. I deposited the check into my ********** account on April 8th. However, upon checking my bank account today, I discovered that the check had bounced. Upon contacting *****, I learned that the check bounced due to insufficient funds in Like New Home Warranty's bank account. Upon contacting Like New Home Warranty, the customer service manager assured me that they have a sufficient amount of money on their end. The customer service manager even suggested that I go to the bank and deposit the check in person, but that's not even the reason why the check was refunded. I have a feeling that this is just their excuse to avoid issuing me the refund. They mentioned that if the check gets rejected again, it would take them three to eight weeks to issue me a new one. I would like to receive my refund as soon as possible, without having to deal with any misleading information from Like New Home Warranty. It's clear that they are not being truthful with me.

  Business Response

  Date: 04/30/2024

  We received that there was an issue with the refund check that was mailed to the customer we contacted the customer the same day that we got notice of the issue and  reached out to the customer and made it right that day issuing her a refund on 4/11/2024 directly via Venmo in the amount of *******, so that she did not have to wait for a new check. 

• Initial Complaint

  Date:03/16/2024

  Type:Sales and Advertising 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.

  On 03/12/2024 I recieved a letter from this company declaring that I needed to activate homewarranty. This letter included my mortgage lender information and that this was my Final Notice to activate. I was curious, because I thought my home warranty was taken out through my escrow account, so I called the said company. Nowhere on the letter or in the phone call does is the company name stated. I asked about my homewarranty going through my escrow account and the person said that I didn't have homewarranty. I was emotionally compromised at the time and so I gave him my credit card information and purchased "home warranty." My husband came home and told me that we did have home warranty.On 03/13/2024, when my husband tried to cancel, the person on the line argued we cancel with our current home lender policy. My husband said no. They argued for awhile. My husband said he was going to report this company and hung up. A few minutes later I received an email saying our coverage was cancelled. Looking at the email, it says our car coverage was cancelled. We never had car coverage with said company. 03/13/24 I look on my credit card account and noticed that I was charged $395 for "Home warranty" with no company name attached. I reported the incident to my credit company and had them issue a charge back. On 03/15/24, I finally received a name for this "company": Like New Home Warranty, and the credit card company has blocked all transactions from this company.Information from the emails I received. The email given **********************************************. I was not given an invoice for the policy. This policy is from a company called "Home Warranty Direct". I began reading the contract that I never signed), and it has my husbands name listed. My husband never agreed to the terms and conditions (Contract: H642935679 Amount: $4254.05). We will not be paying this "company," as it has used fraudulent practices and signed my husbands name to a contract he never agreed to.

  Business Response

  Date: 03/18/2024

  Hello Mrs. ***** we show that coverage was set up on 4/3/2024 and cancelled later that day. Your full refund was issued back the same day. 

• Initial Complaint

  Date:09/05/2023

  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.

  I called last year about my AC The company sent someone who didn't show up. I called.several times. Finally someone came. It needed a repair. I was told someone would come repair it or I could choose. But again they sent someone who did a patch job. I had this issue many times. When we needed to use it again this summer we had the same problem. Rather than waiting for the same guy to come back I called and opened a claim. A friend of mine has an HVAC company. He did a thorough examination and gave me an estimate and bill. We sent it in. I called many times. I have not gotten any response. It is hot. MY Ac isn't working. We had to buy heavy duty fans. I want my AC fixed. That's why I pay every month for this warranty.

  Business Response

  Date: 09/25/2023

  Hello ****** * ****** I have spoken to the claims department and they had sent you a check for 1500 for the AC repair back on 9/5/2025. That is the max payout for the age of your air conditioner per the terms of the contract. We show that since the start of your contract you have has several claims paid out totaling $2840.00.  We have brought up the issues that you had with the claims process to the claims manager and they are working to fix these so that they are resolved in the future. We show that a Replacement check was sent out to you on 9/21/2023 for a reimbursement check that was lost. 

• Initial Complaint

  Date:07/31/2023

  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.

  I had received letter in the mail stating that my home warranty was due to be renewed. I thought it was through who I had one through. A couple months later I received a letter from who I have an account with stating that it was up for renewal. So I did some research and I signed up for a 2nd home warranty which was not needed. I have contact like new home warranty to cancel the policy it is way more expensive them the one I already had. They stated they sent me an email I have not received an email and won't cancel the plan without a written letter. When j asked what all I needed to send over and where to. She was very rude and unprofessional. She did not even give me an address to send the letter to. They take advantage of customers with how they send out letters. I have contacted the 3rd party and stopped payments from coming out of my account.

  Business Response

  Date: 11/10/2023

  Hi *********,
  Thank you for your feedback. We apologize if there was a miscommunication on this policy being opened as a new policy rather than a renewal. Our records indicate your policy was authorized  on 04/10/2023. We received your call to cancel on 07/31/23 and are happy to report this policy was cancelled the same day so no further transactions would have attempted to draft from your account. The letter we require via mail is for your pro-rated refund, not a cancellation and again, we apologize if that was not made clear to you by the representative in your call. We appreciate your transparency in how you felt our customer service representative handled the call unprofessionally and we will certainly use your recorded call to improve our representatives' mannerism on customer calls moving forward. I hope this helps clarify any confusion that may have incurred. To help alleviate some of the stress and confusion that has occurred. We are going to use your complaint as your letter to request your pro-rated refund.

• Initial Complaint

  Date:07/31/2023

  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.

  I had a technician come out to fix my A/C unit and it is not repairable. I was advised by the technician that the unit needs to be replaced. I have reached out to my Insurance company Like New Home Warranty and I continue to get the run around. I have been reaching out for assistance for 4 weeks now and The last time I spoke with a representative from the Company, I was hung up on. My A/C has not been working for 4-5 weeks now. I have small children in the home and it is imperative that I have a working A/C unit. Contract Number **********

  Customer Answer

  Date: 08/22/2023

  Try ********* home warranty. I think they are under another name. 

  Business Response

  Date: 10/25/2023

  Hello Mr. ****, We are so sorry to hear that you have had so many issues with the claim process. We reached out to your administrator who is in charge of claims. Per them You started your claim on 7/12/2023. On 7/13/23 you were advised that we would try and get someone out there but to expedite the process you could locate your own service provider. On 7/18/23 you called the After hours claims line and a representative called you and told you where you could send the diagnostic invoice so that they could proceed with the claim process on your account. On 7/28/2023 they show that you called in upset about the time frame on the claim. On 8/2/2023 they were able to speak to your service technician company and finally get everything that was needed to proceed with the claim on your account. On 8/8/2023 the administrator sent you a check for $1500.00 as your air conditioner was over 10 years old and that is the maximum that will be paid out per your contact. We do show that our customer service department tried to assist you with the claims process multiple times throughout the claim process but unfortunately you kept hanging up on our representatives before they could actually provide you with information to help with the claim.  Again we are sorry that you experienced so many issues with your claim. 

  Customer Answer

  Date: 10/30/2023

  Complaint: ********
  
  I am rejecting this response because:
  You all liars and never gave or sent me any policy to show what was covered or not until I had an issue with my ac unit. On numerous of occasion I was hung up on and yes I was frustrated because of the back and forth. Why would I pay you all, if I had another service to use. Bbb should fine you all for this response. Your goals was to satisfy the costumer, which wasn’t done by paying a 1500 payment when the ac I need was over 8,000. Why would entrust my money to a platinum plan to get silver results. You all owe me more money. Your costumer service is horrible and the manipulation tactics you all use to rob people is insane. I pray God reveals everything you all are doing. I have never had such bad service and. I also have a recording and a witness of you all behavior and actions. 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 11/08/2023

  Hello Mr. ****, We Show that your contract was sent to you a two different ways, the first was on 11/22/2021 via email and the second was also on 11/22/2021 when it was mailed to your covered address. You spoke to customer service two times and never mentioned to our reps that you did not get the contract. As the contract was never returned to us we had no way of knowing that you had not received the contract. As for the issues with claims we do not administer, Approve or Deny claims. This is strictly handled by your Administrator. We did go to your administrator and help with your claim but per the terms of the contract that due to the age of your AC the max limit of liability that could be paid out was given to you for that claim. We are a broker and work with multiple administrators, we have working relations with them but are not the ones that can do any part of the claims process. 

  Customer Answer

  Date: 11/08/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ****** ****

  Yes, if your records will show, after I filed the claims you sent me a copy to try and protect yourself. The policy should have been sent upon getting the policy. You have no proof you sent me a copy prior to the claim but you do have one after the claim. I feel that I should be completely reimbursed or paid for for the ac unit. You all have done this very thing with me over and over again. You are not a company for the costumer. You all are thieves and manipulators. I will contact BBB by phone and you will hear from a lawyer, if you don’t respond with a willingness to reimburse or pay for the unit. I pray everyone that has your insurance finds out you all are only taking but not will uphold your end of the deal.