ComplaintsforTribus Home Warranty LLC

• Initial Complaint

  09/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On September 6, 2024 I received a notice to my home that stated I have an expired home warranty, it was labeled as final notice and only provided an 877 number. This is advertising clearly designed to confuse and scare consumers. I traced the number , ************ to Tribus Home Warranty. This is a company I have never done business with it received information from. To send an advertisement without any company information guised as a warning is deceitful and exploitative. I am asking your institution to investigate their marketing and sales practices for the benefit of my community. Thank you.

  Business response

  09/09/2024

  ************, we appreciate your concern for your community. If a community member had called in, we would only sell them a policy if they wanted it, it is their choice. However, the letter you received states that a "warranty may be expiring or may have already expired", it does not state that the "warranty has expired" as you stated it does. The letter does have our name listed on it, contrary to what you stated in your complaint. If you had called and asked to be removed from our list we would have been happy to do so. We are a legitimate company that provides policies to our awesome customers and we pay claims for them. I was able to locate your file with your name and zip code and added you to our internal do not contact list, please allow 6 -8 weeks for the mail cycle to update.

  Customer response

  09/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution meets my personal needs.

  However,  I believe that this company is dangerously misleading and encourage you to make a note of how they use the bare minimum of legally allowable vague language (additional example is that they put a fine warning on the envelope, which applies to all mail but comes across as specific to this direct mailer)

  I worry these tactics prey on ESL and elderly consumers and appreciate you making note of my complaints and protecting the best interest of all consumers. 
  
  Regards,
  
  *****************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am being inundated with ads from this company. Their letters are misleading (stating I need to extend a warranty, saying this is a "final attempt to notify" when they keep sending these, etc.)I am on a no contact list.I want this to stop immediately!*********************

  Business response

  07/22/2024

  Hello Ms. ***** I am sorry you feel you are being "inundated" by our advertisements. If you will see the attachment I added of your file, you will see you have only received two campaigns from our company. One was back in 2021 and one was recent, 7/2024. I have added you to our internal do not contact list and would recommend you readding yourself to the National Do Not Contact list. Please allow 6 - 8 weeks for the mail cycle to update and you not receive any further advertisement from our company.

  Customer response

  07/25/2024

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I Received a Final Notice with no return address or listed sender, which through research was determined to be Tribus Home Warranty ** FINAL NOTICE** Tribus Home Warranty is practicing deceptive business practices by targeting elderly people for Home Warranty and implying their home warranty is expiring when they have no warranty. No where on the notification does it indicate this is a solicitation for a sale of a warranty. This is to inform you that the Home Warranty may have already expired. These deceptive business practices and tactics are appalling. When I contacted this business I was hung up on while attempting to inquire about the nature of the notice. **RUDE**

  Business response

  07/18/2024

  Hello ****************, the mailer you received does have our name on it and our phone number. As you know, you reached one of our sales agents who was very kind to you until he could not answer your question about where the letter was mailed from, then you yelled at him that he should know, he told you to have a wonderful day and disconnected the call. He does not have to allow you to yell at him, nor know exactly how the mail service works. To answer your question, our printing company mail handles our postage, so no, they do not originate from our main office. We do not target the elderly, we do not know the ages of our policy holders, it is not our business to ask. It is our business to provide a service and pay claims to our loyal policy holders regardless of their ethnicity, gender, or age. I have added you to our internal do not contact list, please allow 6 - 8 weeks for the mail cycle to update.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Received a Final Notice from Tribus Home Warranty ****Final Attempt to ********************** is practicing deceptive business practices by targeting elderly people for Home Warranty and implying their home warranty is expiring when they have no warranty. No where on the notification does it indicate this is a solicitation for a sale of a warranty. [To ***********************] This is to inform you that the Home Warranty for ************************************** may have already expired. Our records indicate you have not contacted us to update your warranty policy.Dated Apr 26 2024.

  Business response

  05/31/2024

  ****************, We do not target elderly, as you stated, we have policy holders of all ages. We are a real company, that pays real claims. We have removed you from our mailing list. Please allow 6 - 8 weeks for the mail cycle to update. Have a wonderful day.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started having issues with my air conditioner mid January,2024. Tribus first had ******* Mechanical that they sent from *******, Md come to look at the unit but no repairs were done. NO communication was between ******* or Tribus. Then Jan 23 2024, Booths heating and air came to my residents on several occasions up until February 16th. ***** came to my house April 17 and i was charged $139 for a service but Tribus didn't reimburse for the fee. So now Tribus don't want to pay for the expenses and have no dealing with me and my unit. They just wanted to give me $600 for everything knowing the the service will cost more. Also, **** the customer rep. stated that I will not be receiving my $139 that i paid towards ****** and said it was included in the $600 that will be used to repair my unit. I pay $150 monthly for my home warranty. Now as of today, May 8th, 2024, **** stated that they want me to get a second opinion from another Heating and ************ I was told that I will need to pay for that service fee . **** from Tribus told me to do and they aren't for sure if I'm going to be reimbursed and they are not sure if they are going to still fix my unit after the second opinion so I'm still at a loss and they have know idea if they are really going to fix it.

  Business response

  05/09/2024

  ******************, I am sorry that this has been such a difficult process for you as well as us. ***** Mechanical did not only show up for you but failed to return our correspondences either. ******* Mechanical went out and gave a free estimate, sent us the estimate, and we emailed them approval, and never heard back from them. We then sent out Boothes out on 1/26/24, they performed some repairs and we reimbursed you for those repairs, see receipt attached. At that time, they recommended you have the Evaporator coil, drain line, and outside coil. The reason these services were recommended is to ensure your unit continues to run smoothly. You informed our agent that you declined those services since your unit was working properly. According to your policy, it is your responsibility to maintain your unit, you do not have coverage if a problem arises due to your lack of maintaining your unit properly. So any further repair would be denied due to lack of maintaining your system. On 2/16/24, ******** did state that they would not be returning to the home without their production manager's (****) approval, they chose not to work with us and you were informed that we could reimburse your for charges if you chose to go with them. As of today, 5/8/2024, we have paid out $256 to you, and have approve the $139 and a courtesy $600 to go toward your repairs. That totals $995 and your max ****** with your policy is $1000. Aside from the communication issues that we too wish could have been avoided, we have fulfilled our terms of your contract.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  'Company' keeps contacting us, including an elderly individual, threatening that our Home Warranty is going to expire or already expired. The call, and keep sending threatening, 'final notice' letters that only show a contact phone number (Tribus). The letters and calls refuse to offer a company name or any other contact info. This scammer is targeting elderly individuals. Report filed with FTC also.

  Business response

  04/30/2024

  ********************, I am sorry that you do not agree with our advertising mailers. As for calls you state you are receiving, we are an inbound call center only, we only call out if the customer requests us to. We do not cold call, so if you are receiving calls, you need to reach out to that company. As for your mailed advertisement you claim is from us, I need more information to remove you from our system. I need the property code and address the mailer was sent to. Once you provide that information, I will be happy to remove you from our list.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract cancelled. I put down $400.00. Before I could make first payment I was hospitalized for 2 months and did not pay. I contact them and tried to reinstate my policy, pay payments due. My attempt to reconcile my obligation. I was refused despite my situation. This is unfair since I was not able for good reason.

  Business response

  04/18/2024

  Hello ********************, I am sorry to hear about your unexpected extended hospitalization. Can you please provide documentation to me to confirm your hospitalization so that I can see what our options are? Please email them to ******************************* or upload them here with your response.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Deceitful business tactics. Tricking the elderly into thinking that this is their actual home insurance that needs to be adjusted immediately. They right away draft money out of the elderly person's account so that when family members find out, it's too late.Called them to explain the situation, was met with a very rude woman and excuse after excuse. They would not make a refund.

  Business response

  03/11/2024

  Hello *************** performed a name search in our system and our only record with a matching name and zip code was cancelled back in September of 2023. Can you please verify with an account number or confirm you are referring to a cancellation from last year so I can proceed appropriately with this matter?

• Initial Complaint

  03/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was sold a home warranty that supposedly covers the elements of my home, but in fact 4 of the 13 coverage items do not apply - and the cost is significantly higher than another competitor with whom I spoke. I am a senior citizen and was completely taken advantage of by the original sales representative. When I called to get resolution and cancel the contract, the customer service department number was never answered so I called a different number and reached the activations department. There I spoke with an extremely rude person who was of no help, and who said I needed to talk directly to customer service. When I called customer service AGAIN, there was no answer to my call and I was on hold for at least 3 minutes - in a vicious loop where the system kept saying there is only one person ahead of me. An agent never came on the phone. I cannot seem to get any resolution to this issue. This is completely unacceptable, and this company should absolutely not be in business.

  Business response

  03/08/2024

  ******************, I am sorry that you were on hold for at least 3 minutes. We are a small company and when call volume is higher, the wait time can increase. I also apologize if the person you spoke with in activations was rude to you. He was correct in stating that he does not have the capability to cancel a contract, it does have to go through the customer service department. I see in your account that you did speak with a CS agent yesterday and they left two voicemails to let you know your full refund amount was approved and you will receive the check in 7 - 10 business days. 

• Initial Complaint

  02/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I got a scam letter in the mail from tribus home warranty - trying to convince me that there is a lapse in my home warranty coverage. Meanwhile *** never owned a home! Totally fake! They are trying to phish for my personal information and money. Do not trust or contact them! They are a scam! They are trying to use the fake form 3949-WARR.

  Business response

  02/28/2024

  Hello *****, I am sorry you feel our advertisement is a scam. There are several different kinds of warranty packages you can purchase for the home you live in. One of them being for renters who own their appliances and are responsible for their repair. We are a legitimate company that has real policy holders and pay their real claims. If you could provide your actual name and address, I would be happy to remove you from our mailing list. Without that information, I cannot assist you. 

*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. ↩