Complaints

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:04/15/2025

  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 recently purchased a home in January 2025 and I started receiving misleading letter onmy mail about my home warranty (URGENT, "Your home warranty will expire soon... etc.) The name of the company (Superior Home Protection) was not clearly stated on the letter and the name of my bank from which I obtained the mortgage from was on bold and in CAP letters. I was under a lot of stress because of the home purchase, home repairs and moving, that initially I thought the letter was coming from my bank. I contacted them and agreed to the policy. When I did some research I realized this was not from my bank and a couple of days ago I contacted them to cancel the policy and to get a refund as stated on the bucklet they provided. When I contacted them they acted suspicious when I requested the cancellation. They started offering me lower and lower monthly payments to convince me of not cancelling. When I kept saying I want to cancel, they started putting me on hold, transferring to the "manager", and telling me they will call me back which they never did. I called them the next day and they started to convince me to keep the policy and started lowering the payments even more (from $236.00 to $75 which is very suspicious to see such a huge difference in price when I kept saying I dont want their policy). Then after so much back and forth, they said ok it is cancelled. When I requested a cancellation notification or confirmation, they said they don't provide cancellation confirmation and they replied "... we dont lie to customers". They also tell you different things from what is stated on the booklet they provideI. I was so furious because I cannot trust they will stop charging my card. They act very suspicious, they provide misleading information, and take advantage of people in vulnerable situations. I feel like a fool.

  Business Response

  Date: 04/21/2025

  Thank you for bringing this matter to our attention. We truly regret that your experience with our company did not meet your expectations, and we take your concerns very seriously.

  We understand how important it is for customers to feel confident and informed when selecting a protection plan, especially during major life events such as purchasing a new home. We are currently reviewing all aspects of your experience, including the marketing material you received and your interactions with our customer service team, to ensure we meet the needs of every customer with clarity, respect, and transparency.

  Upon review of your account, we can confirm that your initial down payment has already been refunded through a chargeback processed by your financial institution. Currently, we are submitting a request to our billing administrator, *****, to refund your monthly payment as well.This refund will be issued if the return payment process has not yet started.If the payment is already in the process of being returned, we will need to wait until that process is completed before issuing any refunds.

  We appreciate your patience as we work through this resolution. If you have any questions or do not receive confirmation once the refund is processed, you may contact our Customer Support Team at ************,and we will be happy to assist further.

  Sincerely,

  
  Superior Home Protection Customer Relations Team

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  Ixia Y ***** *******

• Initial Complaint

  Date:04/08/2025

  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.

  This company, Superior Home Protection, sends deceptive marketing mailers intended to confuse and deceive recipients. Language used in the marketing mailers references the recipients' name and mortgage lender by name, intentionally misrepresenting a relation to the recipient's lender. Urgent and threatening language is used, for example, "Final Notice," "it is important you contact," language about expired warranties, "...you have not contacted us," indications that some required coverage is out of date, threats of liability and costs, "before it's too late," and instructions in bolded text to "respond immediately." This language is intentionally deceptive and violates federal deceptive trade practice laws. Please confirm you will cease this practice immediately and remove my information from your databases.

  Business Response

  Date: 04/14/2025

  Thank you for your feedback. We take concerns like this very seriously and sincerely apologize for any confusion or frustration our mailer may have caused.

  Your information has been removed from our mailing list, and you will not receive any further communications from Superior Home Protection.

  Please note, however, that there are other companies in our industry that may send similar notices, and we are unable to control mailings sent by those unrelated third parties.

  We appreciate you bringing this to our attention and will continue to review our marketing practices for clarity and transparency.

  Superior Home Protection

• Initial Complaint

  Date:04/08/2025

  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.

  I do not recognize this transaction. I contacted the business using the information provided on my debit card statement, but they refused to cancel the policy, which I did not authorize. I am requesting the cancellation of the policy and a full refund of the charged amount. This is a Scam

  Business Response

  Date: 04/14/2025

  Thank you for reaching out and sharing your concerns. We apologize that you did not recall the activation of your home warranty plan,which was processed on April 4, 2025.

  Our records show that you spoke with our Customer Support team on April 8, 2025, and have since your policy has been discontinued, and a full refund was issued to your original form of payment.

  We appreciate your feedback and remain committed to resolving any issues promptly and respectfully.

  Superior Home Protection

• Initial Complaint

  Date:04/07/2025

  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 am receiving predatory type "Final Notice" mailings sent to my late wife ***** ****** (as below). Please get this business to remove her name from their mailing list. This is the kind of stress I don't need as a surviving spouse. ***** ****** notices are coming to ***** ****** ********************************************************************

  Business Response

  Date: 04/11/2025

  Dear Mr. **************** are very sorry for your loss and sincerely apologize for any additional stress our mailings may have caused during this time.

  We have removed ***** ******* name and address from our mailing list, and you will not receive any further notices from Superior Home Protection.
  

  We work hard to ensure the accuracy of our mailings and will take your feedback seriously as we continue to review and improve our processes.
  

  Thank you for bringing this to our attention.
  

  Superior Home Protection

• Initial Complaint

  Date:03/21/2025

  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 received an advertisement from Superior Home Protection on March 21, 2025 that was deceptively packaged as a government-issued "Final Notice" that my "Home Warranty" may be expiring, with "IMMEDIATE RESPONSE REQUESTED." The "notice" purports to be from the ************************ and says it is "Private and Confidential." It references my actual mortgage lender and gives me a "CUSTOMER ID" number to lend itself an air of credibility. The letter is signed by "****** ********," who identifies himself vaguely as a "Program Director."The name of the actual company, Superior Protection, appears only in small type disclaimer text at the very bottom of the page: "Not all consumers have previous coverage. Superior Home Protection is not affiliated with your current mortgage holder. Home Warranty administered by *********************."I am requesting that Superior be told to end this advertising campaign, which runs along the line between misleading and fraudulent, as soon as possible.

  Business Response

  Date: 03/27/2025

  Thank you for sharing your concerns. We understand how the mailer you received may have been confusing, and we sincerely apologize for any frustration it caused.  

  Please know that we have removed your information from our mailing list, and you will not receive any further notices from Superior Home Protection.  

  We appreciate your feedback and will continue to review and refine our marketing practices to ensure clarity and transparency. If you have any additional concerns, feel free to reach out to our customer support team.  

  Thank you, 

  Superior Home Protection

  Customer Answer

  Date: 03/28/2025

  Thank you for your message. Am I allowed to see the business's response? Currently I just have your message that a response was received.

• Initial Complaint

  Date:03/21/2025

  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.

  Hello, I have been charged $240.72 a month for a home insurance plan since 11/01/24. I did not approve this amount on a monthly basis. I was told it would be every 3 years. I am disabled and unable to afford this. I cancelled the plan today and I would like a refund. There were no services rendered. I did not sign anything to approve these charges.

  Business Response

  Date: 03/27/2025

  Thank you for bringing this to our attention. We truly apologize for the confusion and inconvenience you've experienced. 
  

  We appreciate your feedback and want to assure you that we take these matters seriously. Our team strives to provide clear communication and the highest level of customer support to ensure every customer fully understands the policy theyve purchased. 
  

  We are currently conducting an internal investigation and will address any findings as needed. To resolve this issue, we have issued a full refund, which has been sent via **** and should be delivered within 7 to 10 business days. 

  
  If you have any further concerns, were here to help and happy to assist. 
  

  Thank you,

  Superior Home Protection

• Initial Complaint

  Date:03/17/2025

  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.

  Several years back I refinance my home through *******************. They sold my mortgage to another company. Since then I have gotten at least 4 final notice home warranty papers from this company ***** MONTH despite calling and telling them to stop numerous times, they did not stop. On calling ******************* I told them and rather than assist me, they said it was probably just spam mail and not from their bank. I had to drag the superior name out of the last woman who answered when I called the number on the most recent mailing just to find our what company it is sending these final notices. I have extreme anxiety about making sure things are taken care of on time And never giving me a name of a final notice letter, numerous times a month. Numerous years IN A Row has caused anxiety. I wish I had saved them all. How many times does this company send out their final notice mailings? We can do the math?. I take time to try and call. Many times am unsuccessful trying to get my name removed. I believe every month since they received my name in their data base and every call ever made to their company phone number on the mailing and being lied to not told who was calling should be worth 25 dollars per hour of My time including this report and the future harassment claim I plan to file in court but i want to try and resolve things here first as well as to warn others. . the mailings claim to be *******************. Also i am requesting compensation for every time I drove to ******************* to ask about these mailings 2X 8 Miles 16 miles x's the going rate for mileage. as a guess 5 years, but they would hopefully have better records My guess is 5 years worth 12 months and 4 per month so 48 per year times 5 years is 240 mailings 240 mailings and at least I attempted calls at least 4 times per year Times 5 years. So 20 calls is on the lighter side. 5 years of consistent harassment 259x1000each plus the mileage of 3 dollars per mile so 48 dollars.

  Business Response

  Date: 03/23/2025

  Thank you for sharing your experience, and we sincerely apologize for the frustration and anxiety this situation has caused.

  After reviewing our records, we can confirm that you received four mailings from Superior Home Protection, with the last one sent in April 2024. You have now been fully removed from our mailing list, and we will not send you any further notices.

  We understand how upsetting it is to continue receiving similar notices. Unfortunately, many companies send mailers with similar language, and while we can stop our own, we are not able to control or remove you from other companies mailing lists. If you continue to receive similar mail, we encourage you to contact those companies directly as well.

  We take your concerns seriously and are committed to improving transparency in all communications. If you have any further questions or need documentation confirming removal, please dont hesitate to reach out.

  Sincerely,

  Superior Home Protection

  Customer Answer

  Date: 03/24/2025

  Complaint: 23074509
  
  I have reviewed the business' response and am rejecting it because: i believe i am entitled to compensation for every violation and mailing for every month for the past several years at a thousand dollars per incident. the mailings are all identical and from the same company arriving without fail. i appreciate the removal from the list but according to laws and consumer rights after requesting numerous times for my address and name to be removed where it was not removed warrants the remedy to satisfaction. i would appreciate a response above and beyond the simple response given and am hoping that is true as it has been a nightmare trying to find the real company behind the mailings which took years to now.  I do appreciate the time but my time has not been compensated for numerous calls made, time for this report, and my work done to recycle all the mailings from my mail box i did not ask for or appreciate doing. the company should also be more aware of their lists, and be more aware and diligent in removing names when consumers request to be removed. thank you
  
  
  
  Sincerely,
  
  ******** ********

  Customer Answer

  Date: 04/02/2025

  I received another one of their mailings. Again. 

  Business Response

  Date: 04/03/2025

  Thank you for your follow-up and for giving us the opportunity to clarify our previous response. We understand your continued frustration and sincerely apologize for the distress these mailings have caused you.

  Upon further review, our records confirm that a total of four mailers were sent to your address by Superior Home Protection on the following dates:

  - 12/30/2022
  - 07/19/2023
  - 12/28/2023
  - 04/22/2024

  As you see in the mailer you received the name Superior Home Protection in the footer of the letter, and we do not claim to represent ******************* or any mortgage lender. The reference to your lender is included for informational purposes only and is not intended to mislead.

  That said, we understand how this may have been interpreted, and we are taking steps to improve the clarity of our communications.

  We have fully removed your information from our database, and additionally, we have sent a request to all our marketing associates to do the same. This step was taken in an effort to help prevent similar mailings from other companies that may use the same mailing partners.

  Regarding your request for compensation: While we respect your position,please know that our marketing practices are compliant with current regulations.

  We take your concerns seriously and are using this feedback to further review our customer opt-out process and communications. We do not have any control over what other companies do and can only control ours and always try to do our best to be better each and every day.  

  Sincerely,

  
  Superior Home Protection

   

• Initial Complaint

  Date:03/12/2025

  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.

  I have received a mailer from Superior Home Protection in March of 2025 that is EXTREMELY predatory. They include messages like Urgent, expiring soon, final notice, and others. However, they have no connection to me and all of those warnings are false. They have the name of the bank we obtained a loan from in bold letters at the top of the "final notice" document which makes it appear that our Bank is contacting us! The only way I was able to identify who the letter was ACTUALLY sent by, is to read the tiny disclaimer at the very bottom of the letter. Superior home protection is a predatory company who preys on peoples fears and tries to mislead people into thinking they are the bank that holds your mortgage! I imagine elderly people are an easy target. This business should be shut down for fraudulent, predatory practices

  Business Response

  Date: 03/18/2025

  We appreciate you reaching out and sharing your concerns. We sincerely apologize for any confusion or frustration our mailer may have caused. We have removed your information from our mailing list to ensure you do not receive any further notices from Superior Home Protection.

  Our goal is to provide homeowners with valuable coverage options, and we continuously review our marketing materials to ensure they are clear and informative. Please note that you may still receive similar notices from other companies offering home protection plans.

  If you have any further concerns, feel free to reach out, and wed be happy to assist.

  Best regards,

  Superior Home Protection

• Initial Complaint

  Date:02/18/2025

  Type:Sales and Advertising 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 have received many mailers from them in 2024 and 2025 that are EXTREMELY predatory. They include messages like Urgent, expiring soon, final notice, and others. However, they have no connection to you and all of those warnings are false. The business is a total scam and designed to prey on people who do not realize this. I imagine elderly people are an easy target. I have told hundreds of friends, colleagues, and neighbors about this scam to ensure they throw these mailers in the garbage immediately upon receipt. This business is a disgrace.

  Business Response

  Date: 02/25/2025

  We appreciate you taking the time to share your concerns. We sincerely apologize for any frustration or inconvenience our mailers may have caused.Please know that we have removed your address from our mailing list to ensure you do not receive any further notices.

  Superior Home Protection strives to ensure our marketing materials are clear and informative. We regret that our mailers did not meet your expectations, and we take feedback like this seriously as we continue to improve our communications.

  If you have any further concerns, please feel free to reach out to our customer service team. Thank you again for bringing this to our attention.

  Thank you

  
  Superior Home Protection

  Customer Answer

  Date: 02/25/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. Though this company is still a joke.
   
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:02/04/2025

  Type:Billing 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 the month of January I received a call from the Superior ************ I was in bed at the time and the person who told me about the insurance make me think that was from the city of ********* and that I have to pay some insurance because the house is old and that if I *** pay I will get in trouble and I got scare and give the payment for $250.00 Dollars. This was my mothers conversation with the person who called my mother that she is 76 years and in the beginning of the Alzheimer sickness and I called them and explain to them what happen the person told me that my mother sign a paper and authorized the payment but I ask for the refund because was a scam they scare her and that was why she make the payment she was not awarded that the call was a scam. they said they will return the money in coupled of weeks and now what happens is that they take the money again out of the bank $250.00 for the total of $500.00 Dollars I do not think is fair that this people do this to an Elderly specially with this condition is not **** who ever do this to anybody she only received at the time Social Security and as you know is not enough for her to pay all the bills and this is taking the co pay money of her medications that she need for her condition. I will not want no one that have a elderly at home to go thru this , now she feels guilty and is a little complicated for her because she is crying a lot for what she did and thinking how she is going to make it with her money. We are here as her children to help her but this situation damage my mothers feelings I am really upset for her she do not deserved this from a scam. I will appreciated that you can cancel the payments and charging from my mothers account so my mother finally is not upset because of the situation. Thanks anticipated for all the help that you can give my mother , I appreciated.

  Business Response

  Date: 02/10/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for any confusion or distress caused during the enrollment process.Your feedback is extremely important to us, and we take these concerns seriously.

  After conducting an internal review, we want to assure you that Superior Home Protection does not make outbound sales calls. If you or your mother were contacted by someone claiming to represent our company, we encourage you to report this to us and the appropriate authorities, as we are committed to protecting our customers from misleading or fraudulent practices.

  As part of our resolution:
  - Refund of Monthly Payment: ***** has refunded the processed monthly payment of $238.11 to the account on file.
  - Refund of ******************* Superior Home Protection has issued a refund of $250.00, which was sent via check on February 10, 2025 to the mailing address on file. You can expect delivery via **** within 7 to 10 business days.

  We deeply regret any undue stress this situation may have caused your mother. Our team is available should you require any additional assistance or clarification. Please do not hesitate to contact our customer support team.

  Thank you for your patience and for allowing us the opportunity to address this matter.

  Best regards,

  Superior Home Protection

  Customer Answer

  Date: 02/23/2025

  Thanks for the promptly resolution of this case I would like to let you know that my mother ******** ******* is happy with the resolution of this case that she has her money back and she would like to close all the documents and business on this case. Thanks for all the help. ******** ******* and ******* ********. we appreciated all the Efford to close this case.