Business Profile

Home Warranty Plans

Complete Care Home Warranty LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Complete Care Home Warranty LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

359 total complaints in the last 3 years.
3 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:07/18/2022
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.
On 22 Sep 21 I signed up with the company at a cost of $2,250.00 for a 6 year contract. On 18 Jun I submitted a work request that was not assigned until 27 Jun, way past the 48 hours promised in writing. The work was done on 27 Jun and the contractor has yet to be paid. We both call the same number and always are on hold until it clicks off. I have 2 requests of this company: 1. Have the contractor paid immediately. 2. I would like to cancel the remaining time on my contract with them and be reimbursed for the monies remaining.
Business Response
Date: 07/28/2022
Dear **************,
We apologize for this inconvenience this matter has caused. Please be advised that we will forward the matter of the service not being paid to our dispatch department for review. Concerning the cancellation of your policy, we can cancel it for you, however, please note that no refund can be issued since you placed a claim on the policy.
Thank you,
CCHW
Customer Answer
Date: 07/29/2022
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 and the matter has been resolved.
I understand there will be no refund on the current claim. I do however expect to be paid the remaining monies paid as I signed on for a 6 year contract at a cost of $2,000.00. I also realize that a prorated return of funds in a reasonable fashion. The company has said they will respond however it has been my experience that they do not. How long should I wait for the return of funds on my contract cancellation? How long should it take them to pay the service provider for work already accomplished?

Sincerely,

***********************
Initial Complaint
Date:07/18/2022
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 purchased this warranty for 6 years and paid ******** on 11-18-21 My air conditioner had a leak at the suction dryer and they wouldn't cove it I paid $467.50 to have it fixed by their contractor they did send me a check for only $200.00. On the July 4th weekend my water heater started leaking and they didn't have a plumber, and told me to hire one and call them for prior authorization which the plumber did and they said they would get back to me. I paid $2,000.00 to have it installed. The next day the called and said it wasn't covered. You can rarely get any one to answer the phone.. I can't get a refund,and their warranty is useless. Do not buy from this company. They should not be allowed to sell anything. Not a reputable company or honest
Business Response
Date: 07/28/2022
Dear ********************,
We apologize for the inconvenience this matter has caused. Unfortunately, your policy does not cover the water heater. We are happy to help you with your other issue however, no additional refund can be issued since we reimburse at our cost not the cost that you are charged.
Thank you,
CCHW

Customer Answer
Date: 07/29/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I called Complete care home warranty on July 5th 2022 that my water heater was leaking and they assigned to C-FORCE LLC on 07/05/22 and he told me on the phone through text mess ages that it wasn't covered after I sent him pictures, and he never came to the house so I had to call another plumber which cost me over #$2,000.00. they said the heater was leaking before the policy was in effect. I called in May to start the policy. I did not let it leak for 12 days. And how can they deny it over the phone without being here to look at the heater. Attached is the contract which shows policy number and effective date. I want reimbursed $2,000.00 as they were negligent on not sending out a qualified plumber to investigate the heater. The plumber that did the replacement was *********************************. Invoice attached. If more information is needed please contact me. Thank you *************************

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************

Business Response
Date: 08/25/2022
Dear *************************,
We do regret any frustration with this claim however we do not cover any items that are deemed Pre-existing also we do not cover leaks from the water heater. Since you had to replace the system it seems that the holding tank needed replacement which is not covered under our policy.
Thank you,
CCHW
Initial Complaint
Date:07/15/2022
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 May 16, my washer broke, I called them to send someone to fix it. It took over a 2 weeks for them to assign someone then another week for someone to come out. The rep looked at it and assessed a part it needed (?). He stated he requested approval to fix the item and he did not hear back from them. I called to follow up and they stated they were not able to approve it and my request was suspended. A supervisor said it was suspended because they needed the serial/model number (not sure why they couldn't get it from the paper the tech provided). I emailed that to them and called to follow up a few days later and the rep stated it is waiting to be dispatched to another technician.. I called a few days later and received the same response. I asked them to escalate and they say they did. I call back almost daily to check on the status to receive the same response "It's with dispatch". 2 months later, I asked for a supervisor to call me back and they said someone will call me back but no one has. I have standing water in my washing machine which is starting to mildew and cause a horrible smell. I have 2 contracts with them for 2 properties, they are both paid in full for 3 years and I've had the service with them since Sept 2021 and this is the first claim I've filed.
Business Response
Date: 07/28/2022
Dear ******************,
Please accept our apology for the inconvenience caused and be assured that you are on our top priority list. We will have a technician out to you as soon as possible unless you would like to use our reinbursement option in which case we will send you a form.
Thank you,
CCHW
Customer Answer
Date: 07/29/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I would like to just cancel the account and receive a refund. I do not want to spend 2 months chasing a reimbursement.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***************************

Customer Answer
Date: 11/03/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I have not received the refund. This is not settled.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***************************

Business Response
Date: 11/17/2022
******************,
As we have explained in our prior message, we have responded to the other complaint that you have filed.
CCHW
Initial Complaint
Date:07/15/2022
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.
We put an offer on the above property. We then shopped for a home warranty plan. We chose Complete Care Home Warranty and purchased a six year plan for $1,950.00. Our first claim came on July 9th, 2022, when our refrigerator stopped cooling. I called in they took the information and gave me a cse #: ***** and stated that I would be contacted within 48 hours. Lo and behold it is now, July 15th and we have received not contact from this company and we still have no working refrigerator. I called into: ************** and spoke to a representative requesting the status of our claim. She informed me that they are still in the process of dispatching someone. TOTALLY UNACCEPTABLE. WE LOST OUR FOOD! WE WANT OUR MONEY RETURNED SO WE CAN PURCHASE A HOME WARRANTY THAT ACTUALLY PROVIDES THE SERVICE WHEN YOU DESPERATELY NEED IT! I HAVE A ATTACHED PROOF OF PURCHASE.
Business Response
Date: 07/28/2022
Dear *******************,
We do see that you are on our top priority list and once we have a tech we will be happy to send them out to you. If you would like to cancel please contact us.
Thank you,
CCHW

Customer Answer
Date: 07/29/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]There position is unacceptable. We have been without a refrigerator for over 3 weeks. I want to cancel this ridiculous home warranty insurance. I have never heard of being placed on a priority list for over 3 weeks. The average home warranty program dispatches a tech with 24 to 48 hours. This is a scam and I want a refund. Thank you.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*****************************

Business Response
Date: 11/07/2022
*****************************,
We provide funds within 6-8 weeks for reimbursements. Kindly please wait for the funds to arrive.
CCHW
Customer Answer
Date: 11/18/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Yo approximately several months ago they replied we would have our refund in 5 to 6 weeks I put it on my calendar that was October 6th October 6th has come and gone now it's another six to eight weeks how long is it going to take the better Business bureau to realize they do not seem to have any intention of refunding this moneyur Answer Here]

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*****************************
Initial Complaint
Date:07/15/2022
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 am writing to request remedy for false representation on a Home Warranty that I purchased from Complete Care Home Warranty on December 15th 2022.I was in search of a home warranty, and salesperson ************************* offered a discount for the purchase of an extended term, with the guarantee that it would be 100% REFUNDABLE, should I cancel at any time. He went as far as to give the example that, If you cancel with only 90% of the term left, you will get that full amount back.This turned out to be completely false and deceitful, as three months into the warranty, when I requested a prorated refund, I was denied the amount due, and offered an arbitrary partial payment.Based on the terms that I was promised by the representative, I should have received a refund of $2,106.25, but instead the company charged an arbitrary upcharge which was not disclosed anywhere in the contract. It has been over 70 days and the company has yet to issue ANY form of refund, despite having promised to send it within 15 days.I have sent multiple emails, and been dropped from calls after hours spent trying to resolve this, and have gotten nowhere.I would like to request resolution of this matter, and a prorated refund for my warranty as promised.Thank you,
Business Response
Date: 07/26/2022
Dear **********,
At Complete Care Home Warranty, our mission is to provide our customers with peace of mind from everyday expenses. We offer a one-year service contract which helps with the cost of unexpected repairs or replacements of major systems and appliances that break down due to normal wear and tear. We offer various service plans that can meet our customers needs, all of which cover mechanical failures for each type of system or appliance listed under covered in the Terms and Conditions, which can be found online at: ********************************************************************
Upon review, we do see that there is a refund due. If you have not received them as of yet, we will be happy to reach out to our billing department and see if they were cashed. If they havent then you can pay the $35 to have the checks reissued or you will have to wait 90 days.
We regret any frustration that this has caused you, if you have any other questions, please feel free to contact us.
Thank you,
CCHW

Customer Answer
Date: 07/29/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Dear Complete Care Home Warranty Team,

Thank you for looking into my case, and verifying that there is a refund due.
I have confirmed through **** that a check was not sent out to my address.
As it seems your billing department forgot to send the check,I would greatly appreciate you remitting the refund as soon as possible.

Secondly, your companys representative made a series of misrepresentations about the warranty that I purchased. I bought the multi-year service because he provided assurances that I would receive a full prorated refund, which turned out to be false and inaccurate. Can you please advise whether your company is willing to remedy this situation by honoring the sales reps promise, and provide a FULL pro-rated refund?

Thank you,
*****

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*****************

Customer Answer
Date: 08/10/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Hello,
Thank you for affirming a check will be sent - Can you please advise when I can expect to receive it?
I sincerely ask you provide a clear date, as it is 90 days past due, and I have patiently tried contacting your company via email and phone to no effect.

As regards the refund amount: I am expected a refund for the unused policy (69 months), at a rate of $31.25/month. This amount comes to $2,156.25, please confirm? If the refund you calculated is less, please help me understand why there will be a discrepancy.

Thank you,
*****

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*****************

Business Response
Date: 08/18/2022
Dear **********,
We contacted our billing department and requested they mail out the check for the amount we explained in our prior response of $2013. This is the same amount we explained will be mailed to you. The check number that we were given for this refund was check ****.
Thank you,
CCHW
Initial Complaint
Date:07/13/2022
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 an issue with my ****, a service provider was sent out and the problem was detected. Complete Car home warranty stated they did not cover the issue due to the **** not being serviced correctly. I had explained to them that the warranty was purchased the month we purchased the property and we had only owned the property for 5 months, so I could not be held liable for not servicing the ****- when I had informed the sales person that I was purchasing the property and this was for my peace of mind. Finally, they agreed to give me $500 towards $800. problem. Please note that I had pre-paid my subscription for 5 years on 3 properties. I have yet to reach the 1st year anniversary of the subscription. I would like to cancel my subscription. Today I contacted them to cancel my subscription and I spent 5 hours on the phone waiting for the department that cancels the subscription to no avail. possibly 10 calls in total. I have spoken to several representatives who all transfer me to the cancellation department. I have left several messages and am still awaiting a response.
Business Response
Date: 07/24/2022
Dear *******************,
If you would like to cancel, you are able to do so however please note that you do not have a refund for any of the policies you have. If you still want to cancel, please respond and we will do so for you,
Thank you,
CCHW
Initial Complaint
Date:07/12/2022
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.
Claim: #***** Claim Date 2022-02-23 Reimbursement $295.00 Claim: #***** Claim Date 2022-04-06 I am waiting for the reimbursement checks. ******** service Supervisor ***** has stated there is a accts payable / check **** that is holding up sending out the checks. I have been waiting 4 months on the first claim and 3 months on the 2nd claim. This beyond your 8 business weeks which is stated in your contract. ******** service tells me there is nothing I can do but wait. This has not been any where close to a good experience with your company. I would like the check sent out to be reimbursed as stated in your contract with me.
Business Response
Date: 07/24/2022
Dear **************,
At Complete Care Home Warranty, our mission is to provide our customers with peace of mind from everyday expenses. We offer a one-year service contract which helps with the cost of unexpected repairs or replacements of major systems and appliances that break down due to normal wear and tear. We offer various service plans that can meet our customers needs, all of which cover mechanical failures for each type of system or appliance listed under covered in the Terms and Conditions, which can be found online at: *******************************************************************.
Upon review, we do see that there are two checks both of which we show to have been authorize, If you have not received them as of yet, we will be happy to reach out to our billing department and see if they were cashed. If they havent then you can pay the $35 to have the checks reissued or you will have to wait 90 days.
We regret any frustration that this has caused you, if you have any other questions, please feel free to contact us.
Thank you,
CCHW

Customer Answer
Date: 07/25/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The problem is the checks havent been sent out. It has been over 4 months since the issues were reported following your steps. Please release the checks to be sent out. This is the problem and why I have reported you to BBB.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***************************

Business Response
Date: 08/01/2022
Dear *** ***************************,
Thank you for your correspondence. We have reviewed your account and see that the checks have gone out. However, if you have not received them, we would have to wait 90 days to reissue them or if you wish to pay a $35.00 stop payment fee, we can reissue them sooner.
We apologize for any inconvenience this may have caused.
Thank you,
CCHW
Customer Answer
Date: 08/01/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, I will wait to see if the checks show up.

Sincerely,

***************************
Initial Complaint
Date:07/12/2022
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.
My Downstairs AC stop working, I called complete care warranty and put in a claim . The technician came to the house and reported a leak that needed to return. The second visit the technician reported he found the leak and will send the diagnosis to complete care. ***** the supervisor reported that the cost to fix the leak would be ****** dollars , I ask for a written copy she advised me that there was none because it was a verbal communication between the tech and them. I agreed to have the technician to come back and repair my AC . So I called boss AC in ********* to set up an appointment. They advised me that the coil needs to be replaced or new condenser at a cost of **** . They emailed me the written estimate. I called home care and spoke with ********************* who advised me he would look into the issue, however every time I called **** and waited on hold for 45 Min as soon as he answered he hung up ..3 times this had happened. I have a warranty I paid upfront **** for 5 years and they are not honoring the agreement. Their customers service in out right deplorable!! Im asking for my AC to be fixed !!
Business Response
Date: 07/24/2022
Dear ********************,
At Complete Care Home Warranty, our mission is to provide our customers with peace of mind from everyday expenses. We offer a one-year service contract which helps with the cost of unexpected repairs or replacements of major systems and appliances that break down due to normal wear and tear. We offer various service plans that can meet our customers needs, all of which cover mechanical failures for each type of system or appliance listed under covered in the Terms and Conditions, which can be found online at: ********************************************************************
Upon review of your claim it shows that this claim has been closed as a buyout for $400.
We regret any frustration that this has caused you, if you have any other questions, please feel free to contact us.
Thank you,
CCHW

Customer Answer
Date: 07/25/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Thks for the update, please note that I never accepted a buyout of ****** , ********* offered me a misleading offer to repair my AC from a false diagnosis from Boss AC Incorporated. I attached they're finding . And as I said before ever time, I call home care I get put on hold and they hang up on me. Final note complete ********* is not Licensed to operate in ****** as A insurance Broker. If you are please provide me your license number - The debt of insurance of ****** ask me to follow up with them. Or settle this case for a **** repair as your company promised.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*******************************

Business Response
Date: 07/29/2022
Dear ********************,
We apologize for any inconvenience this matter has caused. Unfortunately when you purchased our policy, you failed to note that there is a cap which is lower than the $3200 you claim that you were promised. We do however stand by the buy out offer that you referenced in your letter.
Please note that we are not considered an insurance company and do not operate as such.
Thank you,
CCHW
Initial Complaint
Date:07/12/2022
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 filed a covered repair claim to Complete care home warranty company,There contact phone number is ************ on July 7th 2022 to assign me a technician to diagnose or to repair the fridge not properly cooling . They gave me this claim number (*****) and told me to wait 24 to 48 Hr before so we can provide you a technician . Today it has been 5 days and they have not assigned me any technician after many phone calls they are telling me that we can not find any technician. Now they are not picking up my phone calls. Just to let you know my contract number ********* is still valid as of July 12th 2022 until July 21st 2022. So now you can figure out that they are wasting time until my contract expire. My contact phone is ************ . I thank you for you help in this regard .
Business Response
Date: 07/24/2022
Dear **************,
We do regret your frustration however we were not able to locate a technician for your claim. The offer of reimbursement was declined by you therefore the claim had not be able to be filled. As you mentioned, your policy has now expired and we are not able to complete the claim for you.
Thank you,
CCHW
Initial Complaint
Date:07/12/2022
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 purchased a home warranty service contact with complete home warranty corp, my contract covers repairing my AC if they are unable to repair then the contact states they will replace it with a new AC home air condition. My AC broke down a month ago June 1 2022. and to this date they have not repaired my ************* REPLACE IT it is 115 degrees here in north ****** , I am a Disabled senior citizen and my home gets over 120 degrees hot , they keep lying to me that it will be repaired however now they dont even ************* , I dont know what to do to make them repair or replace my AC. Its been over 40 days and the keep lying to me and not repairing nor replacing my AC. THIS HEAT IS VERY DANGEROUS AND THEY DONT CARE. . I need some help. This is the number I keep calling **************. Main number. This ********************* from complete home warranty keeps lying to me . Over 40 days and my AC is still not working.
Business Response
Date: 07/22/2022
Dear *** *****,
We do regret your frustration however the claim that you placed has been closed and we have reissued a new claim for you. This claim has just been opened therefore we ask for you to please allow for us to locate a technician or if you would like to go through our reimbursement process, you are welcome to do so. If you would like to use the reimbursment process, we can send you a form that you need to follow in order to be reimbursed.
Kindly let us know if that is what you would like to do or if you would like us to locate a tech for you.

CCHW

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Complete Care Home Warranty LLC is NOT a BBB Accredited Business.