ComplaintsforUS Home Guard

Home Warranty Plans

Current Alerts For This Business

Pattern of Complaint:

Better Business Bureau is advising consumers to use caution when considering doing business with US Home Guard. BBB has received a pattern of consumer complaints alleging consumers received unsolicited and misleading advertising; consumers state the mailer says their home warranty is expired or may be expiring, consumers claim they called and were told they are renewing a warranty they didn’t have and poor customer service.

On October 8, 2021, BBB sent a letter to US Home Guard with its concerns. The company did not respond.

On August 16, 2022, BBB issued a press release on US Home Guard. A link to the release is provided - https://www.bbb.org/article/warnings/27418-bbb-warning-mailers-sent-by-us-home-guard-create-confusion-sense-of-urgency-consumers-tell-bbb

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Initial Complaint
07/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Date of transaction- 7/12/24 I received a notice in the mail titled 2024 FINAL NOTICE immediate response required. You are receiving this notice to avoid unnecessary delays in coverage before 7/19/24. Essentially describing my home warranty is expiring and to prevent lapse in coverage and being liable for all costs I need to call them before it is too late. All over the notice it was stating Nations Direct MTG as this is who we do in fact have home warranty with. When I called in they asked for my customer ID and started asking questions about my property. I cut her off and just said please confirm my coverage is not expiring. It was then she said I am with US Home Guard. When I re-looked at the notice I received I noticed US Home Guard in VERY small print at the bottom of the page.
Business response
07/31/2024
All statements on this advertisement are true. We are happy to place you on our do not mail list.
Initial Complaint
06/24/2024
Complaint Type:
Product Issues
Status:
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.
Today 6/24/2024 I received a letter stating final notice and it hinted to being from one of the financial institutions I deal with, it stated a response was requested so I was concerned, the letter hinted to an expiration date, when I called the number I asked to find out who the company was since it was not clear who this was from, the agent on the line stated home guard, I asked if they were affiliated with my bank and they stated the yare affiliated with home guard, I asked what they were and the agent then disconnected, I called back to ask for a supervisor as I have never done business with this company, the way this letter is written is designed to induce panic and prompt a call from upset individuals, these are games that I don't want to be a part of and I'm willing to bet other consumers don't appreciate the unsolicited mail and scare this provides, auful people, they hang up on you when you call to figure out who they are,
Business response
07/01/2024
We are unable to find this consumer in our database. We have checked by phone number and name. Please provide the home address or response code listed on the advertisement, so that we may address this issue.
Customer response
07/16/2024
The home address is ***************************************************** I no longer have the advertisement.
Business response
07/31/2024
All statements in this advertisement are true. We are happy to place you on our do not mail list. Please let us know if there is anything we can do in the future.
Initial Complaint
06/14/2024
Complaint Type:
Product Issues
Status:
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.
Contacted me and sent 2 letters threatening to cancel my home warranty without an updatem I didn't catch on at first v and verified my address n last name. Until I saw the letter header had the old mortgage company on it
Business response
06/25/2024
This contact was in no way, nor did it depict, a cancellation of any current policy. It was simply an opportunity to purchase additional coverage, so that you would not be liable for repair costs on covered items through this policy. We have placed you on our do not mail list.
Initial Complaint
06/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 6/12 I received a letter that appeared to be from my bank. When I opened it it was telling me my home warranty was expiring and I needed to contact them immediately. There was no business name listed anywhere on the document. I googled the call back number and found that they're trying to scam a lot of people.
Business response
06/25/2024
This is in no way a scam. The letter clearly reads that it is an opportunity to purchase additional protection against costly home repairs. We have placed you on our do not mail list.
Initial Complaint
05/16/2024
Complaint Type:
Order Issues
Status:
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.
Fraudulent mailer received stating that this was a "last notice" to renew our home warranty. Designed to look like it came from our lender. We have never done business with this company, but I saw that others have complained about the same fraudulent tactic recently. This is a disgusting practice and this sham of a company should be closed permanently before they do actual harm.
Business response
05/29/2024
We have placed you on our do not mail list. We stand by all statements on this advertisement, but are happy to not send any more. Please let us know if there is anything we can do in the future.
Initial Complaint
04/26/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
Received a letter on 4/25/2024 with large letting at top saying "Final Notice". It has at the top of the letter "Lender Info: " and the letter appears to be from them.They requested that before 5/2/2024 that I call because, "property's home warranty ... may be expiring or may have already expired." It further states that failure to contact them "could result in you being liable for all costs associated with any home repairs." and that they "Reserve the right to revoke your eligibility for service coverage."The letter is very misleading and includes a customer ID. They do not disclose who the letter is from except in the small print at the very bottom of the page.
Business response
05/14/2024
We stand by all statements mail on this mail piece. That being said, we have placed you on our do not mail list. Please let us know if there is anything we can do in the future.
Customer response
05/17/2024
Complaint: 21628420

I am rejecting this response because:

In their response they state We stand by all statements mail on this mail piece.
I am guessing they meant all statements made. This does not address that they are written in a way that is misleading.
They would never do this, but they should send their message through Chat GTP and request it to make this clearer and easier to understand.

Sincerely,

*******************
Business response
05/29/2024
We appreciate your correction on our spelling. Please let us know if there is anything we can do in the future.
Initial Complaint
04/12/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Fraudulent mailer received stating that this was a "last notice" to renew our home warranty. ****** designed to look like it came from our lender. We have never done business with this company, but I saw that others have complained about the same fraudulent tactic recently.
Business response
04/15/2024
We have placed you on our do not mail list. Please let us know if there is anything we can do to help in the future.

Customer response
04/16/2024
Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
04/09/2024
Complaint Type:
Customer Service Issues
Status:
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.
Like many are reporting here, we received a deceptive letter in the mail from US Home Guard that appears to be an expiration of our home warranty but is actually a deceptive, misleading and stress-inducing advertisement. It should be illegal for companies to send this type of ad without identifying it as such.The Final Notice identifies our mortgage lender by name and states Our records indicate that you have not contacted us yet to get your home warranty up to date. And with a Customer ID at the top and the actual expiration date of our current policy too this appears legitimate. At the bottom in maybe 6 pt font it reads Not all consumers have previous coverage. US HOME GUARD is not affiliated with your current mortgage holder. So why does everything about this Final Notice suggest they are one in the same? Id like to think the state of Ohio would *** this company for deceptive advertising.
Business response
04/10/2024
While we disagree with your statements about the mail piece, we certainly understand that every consumer can have a different opinion. We are happy to place you on our do not mail list.
Initial Complaint
04/09/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I received a message in the mail with my home lender information and words that FINAL NOTICE on it. Upon opening it, the language used in the document was made to seem as if they were actually from my home lender.It is only after looking at the fine print that it became apparent that they were another company that was trying to get a reaction so that I would call in.What is very frustrating is that because of the way the message was written is such that it made us think that this was just a previous issue that took a lot to resolve with our actual lender had somehow not been resolved, and so all of a sudden we need to start again, through no fault of our own.Understandably upset, I called the company and spoke to one of the managers there called "*****" who in the end hung up on me.Looking at the BBB site, I know that I am not the first person that has reported on this, but it would great to stop this from happening as it really creates unnecessary chaos in people's lives.
Business response
04/10/2024
We record all calls for quality improvement and training purposes. I can report, after reviewing the call, that ***** explained who our company was and what we do very well. He was, in fact, very professional and polite. We can also calculate how the call was ended, which in this case the call was ended on the consumer's end. While we understand that everyone may not have the same opinion about our advertisement, we can certainly add this consumer to our do not mail list. Please let us know if there is anything we can do to help in the future.
Customer response
04/11/2024
Complaint: 21551026

I am rejecting this response because:

There is a recording of this conversation and it will clearly show that ***** is the one to hang up the phone on me.
This response shows that the company not only refuses to acknowledge its fault in the matter, but is putting itself in jeopardy by lying about the incident.
I therefore invite the company share the full recording to the BBB.
From my records I know exactly how long the call lasted and so I can easily verify if the recording provided is the correct length. I also happy to provide it to the BBB so they can be the neutral party in this affair.
Until the company admits fault I will not accept any sort of response.
Sincerely,

***************************
Business response
04/15/2024
Again, we understand your position, but disagree that we have done anything wrong. Please let us know if we can be of help in the future.
Initial Complaint
03/11/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
Company sends out scam mailers. I was nervous over this notice my house sitter told me about all weekend. It said it was from my home mortgage lender- final notice. Its has my bank name in the from section of the envelope. I dont even know what this company is and they said I would have delays in coverage I dont have.
Business response
03/22/2024
This is certainly not a scam letter. Most people have some type of coverage against repairs on their home. We are simply letting people know that if the coverages lapse there will be a period of absence. In either case, we are happy to place you on our do not mail list.

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ComplaintsforUS Home Guard

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