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:06/27/2023

  Type:Customer Service 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.

  Ive been trying to cancel my warranty and the customer service representative was very argumentative and avoiding the fact that I want to cancel. No one will ************* and its all smoke and mirrors. Issue is still not resolved.

  Business Response

  Date: 10/31/2023

  Hello Mr. *****,
  Thank you for your honest and transparent feedback. I am sorry to hear that our customer service representative made you feel your request was being avoided. We will certainly use this feedback to improve our standard of quality in calls moving forward. Our records indicate that your policy was cancelled on 6/27/2023 at the end of your call with our customer service. We apologize if this wasn't made clear to you by the representative on your call. Again, we appreciate you bringing this to our attention so we could address and make sure we better assist customers going forward. 

• Initial Complaint

  Date:06/09/2023

  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.

  fraudulently opened and billed ** for homewarranty with *************** Group

  Business Response

  Date: 10/31/2023

  Hello Mr. *****, we want to clear up any misunderstanding and apologize for any confusion with your account. After reviewing our calls, this policy was setup on 5/8/23 by Mrs. ***** who authorized the down payment to activate the policy. We later received a call from you on 6/9/23 and are happy to let you know this policy was cancelled at the end of your call. We hope this clarifies any confusion that may have occurred and we wish you the luck in your future endeavors .

• Initial Complaint

  Date:05/15/2023

  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.

  On 5/22/2020 we purchased Gold Coverage Home Warranty insurance which will expire on 6/21/2023.Last September, 2022, I noticed the wall switch for the Quiet Cool, which has "low", "off", "high" options, needed to be pressed hard to turn on the "low" option, but it still worked. We did not need the Quiet Cool during the cool season months.On the weekend of April *****, 2023, I was unable to turn on the Quiet Cool on the "low" option. I pressed harder to no avail. Due to my arthritis, I have weakness in my hands. I asked my husband to press it, he did and it did not turn on. The "high" option worked fine. I called Like New Home Warranty on Tuesday, May 2nd, to put in a claim. A manager came on the line to deny our claim since we did not report it in September. I read the contract and it states to call in a claim when "a covered item becomes inoperable and unable to perform its designed function". I explained that it was still working in September, 2022. It did not work in May, 2023. Our claim was still denied.

  Business Response

  Date: 10/31/2023

  Hello Ms. *******, After looking into everything I see that you called the administrator to start a claim on 5/2/2023. After you reviewed everything with one of the administrators representees the claim was denied due to the date the components started malfunctioning which you stated was in September 2022. Per the policy yes a claim needs to be called in when an item becomes inoperable and unable to perform its designed function but when you stated that it had to be pressed hard to turn on the "low" option back in September 2022, that is when the issues started. That would have been the time to call due to it not properly working. As the Seller we are always here to help had you and If you had called us after it had started giving you issues or after the claim was denied we would have reached out to the administrator on your behalf to help resolve the issue. We can not approve or deny any claims but are are here as a liaison to help customer in a difficult situations.

  Business Response

  Date: 10/31/2023

  Hello Ms. *******, After looking into everything I see that you called the administrator to start a claim on 5/2/2023. After you reviewed everything with one of the administrators representees the claim was denied due to the date the components started malfunctioning which you stated was in September 2022. Per the policy yes a claim needs to be called in when an item becomes inoperable and unable to perform its designed function but when you stated that it had to be pressed hard to turn on the "low" option back in September 2022, that is when the issues started. That would have been the time to call due to it not properly working. As the Seller we are always here to help had you and If you had called us after it had started giving you issues or after the claim was denied we would have reached out to the administrator on your behalf to help resolve the issue. We can not approve or deny any claims but are are here as a liaison to help customer in a difficult situations.

  Customer Answer

  Date: 11/01/2023

  Complaint: ********
  
  I am rejecting this response because: As stated on the Home Warranty contract, I was to call when the unit was inoperable/unable to perform its designed function.  In September, 2022 the unit was still operating and performing its designed function.  In May, 2023 it was not functioning and not performing it's designed function, that's when I called to file a claim.
  
  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/17/2023

  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.

  My wife found Like New Home Warranty as we needed coverage for our home. After not getting information on your policy/contract with the company. We found on BBB website that Like New Home Warranty was not a good company and called to cancel plus send an email. After not getting response from the company, called them. We were told that a cancelation had to be in writing. So sent a certified letter that they refused to accept for weeks. In Dec 2020, they finally accepted the letter. Called them to see when we would get out money back and was told they had 90 days per the contract before they had to return out money. I called them today and they are still can not tell when they will return my $225.00. Gave $100. down one monthly installment in advance of $125.00. Just want the return on my money now. If it can be done, close this company down for good!

  Business Response

  Date: 10/31/2023

  Hello Mr. *****,
  Thank you for your feedback. When this was brought to my attention, I carefully reviewed our records for any and all correspondence. Our records indicate your policy was opened on 08/23/22 and cancelled 09/27/22. Our customer service representative explained on a recorded line that as your contract states, your refund would be pro-rated and a written letter would be needed to issue the refund. If there was a delay in receiving your letter it was unfortunately, due to the postal service as we do not decline mail. Once we received your letter, a pro-rated refund was issued to you in the amount of $48.82 on 04/19/223. We apologize if there was any confusion on the amount you would receive, and truly hope you understand we did exactly as promised at the time of your call. 

• Initial Complaint

  Date:03/30/2023

  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.

  In June of ******************************************* that my existing Home Warranty was about to expire. They collected my debit card information and began charging my account to renew the policy. On 06/08/2022, 07/09/2022, 08/11/2022, 09/09/2022, 10/09/2022, 11/21/2022, 12/16/2022, 01/27/2023, 02/09/2023 & 03/09/2023 my account was charged - 1 "down payment" of $189 and 9 monthly payments of $178.33 - for a total of $1,793.97. What I did not realize was that there was no existing Home Warranty policy with this company. I had a policy with another company, Old Republic Home Protection, and when they contacted me this month to renew, I questioned why they could not continue with the monthly payments that were being deducted from my account. This is when I realized that the payments were going to another company for a 2nd policy.Like New Home Warranty led me to believe that I was renewing an existing policy which was not true. I would never have agreed to make any payments for a 2nd policy, when I already had a fully paid one in place. I filed no claims with Like New Home Warranty. I believe they should refund to me the entire amount paid to them of $1,793.97.I emailed Like New Home Warranty through the BBB website on 03/27/2023, asking for this resolution. I have not received a response.Contract Number H021681033

• Initial Complaint

  Date:03/27/2023

  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.

  They informed me that they covered my septic tank and well and then they told me that they do not cover it. and that is for the address at *****************************************************. I would like to be refunded in the amount of $6000.00.

• Initial Complaint

  Date:03/07/2023

  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.

  Late last year around the end of November, I signed up for a unnecessary second home warranty policy because of a deceptive piece of mail that I got from a company that I now know as Home Warranty Direct/Like New House. It was worded in a way that made me doubt that I actually had an active home insurance warranty (which I did) so I signed up in a moment of weakness. After I got my first bill from them I realized what I had done so tracked down the phone number to call them thinking that it would be no problem to get the service cancelled. After 45 minutes of having a manager basically berate me and tell me that I didn't understand how coverage works and essentially refusing to cancel my service I hung up frustrated. Luckily another service handles the billing so I called them and asked them to discontinue billing. That was about a month ago. Now I'm starting to get calls from Like New wanting me to pay the bill that they think I owe them, even though I never made any claims. They still won't cancel my service. They state that I have to send them a hand-written request to cancel the service. This company deceived me into signing up and now they won't cancel my service even after I've called in twice and asked two different people to cancel they still won't do it.

  Business Response

  Date: 03/08/2023

  Hello Mr.  *****,
  We are sorry to hear about your experience with cancelling your coverage. I have reviewed your calls with the customer service department. On 2/2/2023 when you called you had ended the call by saying you were going to go do your homework and review and hung up. When you called back on 3/7/2022 the representative did cancel your account and was trying to explain the refund process to you. Your Coverage was cancelled, and we will use your message to begin the refund process on your account.

  Customer Answer

  Date: 03/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 1*******, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/17/2023

  Type:Customer Service 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 contacted Like Home warranty to cancel my coverage as I already paid for coverage with another provider. After speaking with **** (initial consultant) I was transferred to a supervisor ***. He proceeded to persistently and aggressively question whether I had appropriate coverage and demand that continuing thr coverage would be in my best interest. I had said this conversation was done and he needed to cancel the policy. He persisted and refused to let me speak or listen. He continued to say "you're just saying to cancel the policy so I will get off the call". After he refused to cancel and refused to let me speak I ended the call. I do NOT want coverage or any further contact from this company.

  Business Response

  Date: 01/19/2023

  Hello ****, Your account was cancelled as of 1/17/2023 when you called we are sorry for any difficulties that you had with cancellation and want you to know your account is cancelled no future payments will be taken and a full refund has been issued to you. We will also be reviewing your call from 1/17/2023 to address your concerns.

• Initial Complaint

  Date:09/20/2022

  Type:Billing 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 called Like New Home Warranty on 7/2/2021 to buy their service. They got my credit card number and said I could cancel any time in 30 days and my money would be refunded. The service would have started on 8/1/2021. On 7/21/2021, I called them to cancel the service, they said they would refund my down payment $250 in 2 weeks, and no charges would be taken from my bank account. I found out months later that they did not refund me and still charged me $203 every 25th of the month until May 9th 2022, I called them again, they stopped the payment and an lady named *************************** told me they would send me the refund in 8 to 12 weeks. I still have not received my refund since then! Every time I contacted *************************** by mail, I got the answer that it was still in **** week time frame?I hope BBB would report this business as a scam, so others would not be scammed like me. I attached the contract. I also keep all the emails with ***************************.

• Initial Complaint

  Date:07/29/2022

  Type:Order 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.

  FILED A WARRRENTY ISSUE ON 07/25/22 AND WAS TOLD THAT THE IT WOULD BE **** BUSINEES DAYS BEFORE THEY COULD FIND SOMEONE BUT IF I WAS ABLE TO FIND A LOCAL PEROSN AND THEY COULD DO AN ESTIMATE AND THE MAYBE THE WORK THAT DAY THEY WOULD COVER 100% ONCE RECEIPT WAS SUBMITTED (SENT TO EMAIL ON 07/26/22). FIND OUT 07/29/22 THAT THEY WILL ONLY COVER 300$ OF THE CLAIM PER SYSTEM PER YEAR WHEN I WENT TO FILE ANOTEHR CLAIM FOR THE SAME SYSTEM I HAD ORGIANLLY FILED FOR. I WAS NEVER INFORMED OF THIS TYPE OF LIMITS PER SYSTEM PER YEAR DUE TO I NEVER RECIEVED A COPY OF THE POLICY. CALLED 07/29/22 TO ASK WHAT WAS GOING ON AND WHY THEY WERE ONLY COVING 300$ VS THE FULL AMOUNT AND WAS TOLD I MET MY LIABILTY FOR MY PLOICY FOR THAT SAID SYSTEM FOR THE ***** I NEEDED TO ADD A FURTHER CLAIM TO SAID SYSTEM AND TOLD THAT THEY WOULD NOT COVER IT AND THAT THE CLAIM WOULD BE DENIED. HOW AM I TO KNOW ABOUT THE PLOICY LIMITS IF I NEVER RECEIVED A COPY OF THE POLICY UNTI TODAY 07/29/22.