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:04/22/2025

  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.

  Claims I owe them money threating about insurance overlap fees. As well as already being late to have victims freak out got to call now.I have never had insurance threw them.This is misleading fraud as well as harrasment. Picture of letter and the bar code or **** scan to track back to them easyer.

  

  Business Response

  Date: 04/25/2025

  Thank you for reaching out and sharing your concerns with us about the recent mailer you received. We truly appreciate you taking the time to provide feedback, and we sincerely apologize for any confusion or distress it may have caused.
  We want to clarify that the letter does not state that any money is owed or due or that you are behind on any payments. Additionally, the letter does not mention insurance or imply any late payment on your part. The intention behind the letter was simply to inform homeowners about the opportunity to maintain or update their home warranty coverage, with no reference to any overdue obligations.
  We understand how some of the language in the letter, such as "Failure to call and prevent a lapse in coverage," may have caused concern. Please know that the intent was never to pressure or create unnecessary anxiety. We are committed to providing helpful, clear, and non-intimidating communication to all of our homeowners, and we are currently reviewing our messaging to ensure that it is even more transparent in the future.
  We have removed you from our mailing list to cause no further issues. 
  Once again, we apologize for any misunderstanding, and we are grateful for your feedback. Should you have any further questions or concerns, please don't hesitate to reach out to us. 
  

• Initial Complaint

  Date:03/24/2025

  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.

  I am writing to formally express my concern regarding your companys misleading mailers, which appear designed to mislead seniors and individuals with limited understanding of liability. These mailers resemble overdue payment notices, implying that recipients are financially responsible for home repairs if they do not take action.Despite multiple complaints, your company continues to respond with claims that these tactics are not intended to mislead. This assertion is disingenuous. If the intent were truly to be transparent, the following misleading elements could and should be corrected immediately:1.Remove the Due By Date in Red: Presenting a due by date at the top of the letter creates a false sense of urgency. A disclaimer in small print at the bottom does not counteract the initial misleading impression.2.Eliminate the Failure to Call Language: Suggesting that the recipient has failed to act implies wrongdoing on their part. This language is deceptive and inappropriate.3.Stop Stating or Implying Additional Liability: Homeowners already understand their responsibility for maintenance. Your letter falsely implies that failing to contact your company increases their financial liability.These deceptive tactics can be corrected within minutes. However, your companys continued use of themdespite repeated complaintssuggests a deliberate attempt to exploit vulnerable consumers rather than an oversight. This raises serious ethical concerns about your business practices.I urge you to revise your marketing materials to reflect honest and transparent communication. Continued failure to do so may warrant further action through consumer protection agencies.

  

  Business Response

  Date: 03/25/2025

  Thank you for reaching out and sharing your concerns about the recent mailer you received from us. We sincerely apologize for any confusion or distress caused by the communication. We understand how the language and design of the mailer may have created a sense of urgency or pressure, and we take your feedback seriously.
  We want to clarify that our mailers do include disclaimers aimed at providing transparency. Specifically, we have added the following message to our mailers:
  "Please note: The 'due by' date referenced in this mailer is intended solely for awareness and to encourage timely action. It is not meant to create undue pressure."
  We are committed to ensuring our communications are clear, informative, and respectful. Based on your feedback, we have also updated the design of our mailers to a more neutral white paper, making it less likely to be confused with a bill. 

  We understand the impact that worded communications can have on customers, especially if they cause confusion or stress. As a result of your feedback, we are committed to reviewing and updating our mailer design and language to ensure that it is clear, respectful, and transparent. We want to be sure that our messages are informative and helpful, without creating undue urgency or anxiety. Once again, we apologize for any distress this may have caused. If you have any further questions, concerns, or would like additional clarification, please dont hesitate to contact us directly.  

  We can remove you immediately from our mail list if you can provide your last name so that I can insure you are removed.  No information was included in your complaint for us to act accordingly. 

  Thank you. 

• Initial Complaint

  Date:02/03/2025

  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 received a letter made to look like a billincluding a bright red stamp that said "Due by February 7th". It was only after reading the letter several times that I noticed that the letter was, in fact, a loosely legal scam attempting to get us to transfer our home warranty to this company. At the very least, these letters are extremely misleading and could cause a great deal of stress for a less observant person. These are some of the phrases that the company used to instill a sense of pressure and anxiety on the reader:"Call to verify the above information BEFORE THE RESPOND DATE EXPIRES!""Our records indicate that you HAVE NOT CONTACTED us yet to get your Home warranty up to date.""Failure to call and prevent a lapse of coverage will result in you being liable for all costs associated with any home repairs.""Call IMMEDIATELY as this will be our FINAL ATTEMPT TO NOTIFY YOU"*Please note, my scanning software removed the color from the paper to help the document be readable. The paper was greenprobably also in an attempt to make it look like a bill.

  

  Business Response

  Date: 02/04/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or distress caused by the recent mailer you received. We understand how our communication may have caused unnecessary anxiety, and we take your feedback very seriously.  We would like to clarify the points you raised in your complaint.  

  We regret that the appearance of the letter, including the bright red "Due by February 7th" stamp and the green paper, led to the impression that the letter was a bill or urgent financial matter. Our intention was not to mislead or cause stress, but we understand how this design could have been interpreted in that way. As a result of your feedback, we have changed the design of our mailer to white paper to ensure that it is more professional and less likely to be confused with a bill. Additionally, we have added the following disclaimer to the letter:  "Please note: The 'due by' date referenced in this mailer is intended solely for awareness and to encourage timely action. It is not meant to create undue pressure."

  The phrases you highlighted were intended to emphasize the importance of maintaining home warranty coverage, but we realize they could have been perceived as overly aggressive or alarming. We sincerely apologize for any language that may have caused you to feel pressured. We will look into revising our message into a more neutral, clear statement with our services that we offer. 

  We want to assure you that the letter was sent with the goal of informing homeowners about the opportunity to maintain or update their home warranty coverage. We are not attempting to deceive or pressure homeowners into transferring their warranty, but rather to provide a helpful service.  We truly believe every homeowner can benefit from a home warranty.  

  We understand the impact that poorly worded communications can have on customers, especially if they cause confusion or stress.  We apologize for any distress this may have caused.  If you have any further questions or concerns please do not hesitate to contact us directly.  

  Thank you. 

   

  Customer Answer

  Date: 02/04/2025

  I am rejecting this response because:   I also requested that this company remove me from their mailing list. Please do so.

   

  An additional note in response to their message: This "informative" piece of marketing clearly is not meant to benefit the client in any way. I highly recommend utilizing a professional copywriter to craft a more targeted message that can be just as effective, without being misleading. 

  

  Business Response

  Date: 02/04/2025

  Thank you for your feedback.  We removed you from the mail list, apologize for not clarifying that in the first response.  We will definitely get with our marketing department with your suggestions.  

  Once again, we apologize for any distress this may have caused. If you have any further questions, concerns, or would like additional clarification, please dont hesitate to contact us.

  Customer Answer

  Date: 02/04/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/23/2025

  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.

  On 1/23/25 I received a letter from Trinity home advisors. On the header it list the bank that originated my home loan. In the body of the letter it says " Our firm is notifying you that you may have a home warranty policy that would expire on 1/31/2025". Below that it says "Failure to call" "Failure to call and prevent a lapse in coverage WILL result in you being liable for all costs associated with any home repairs". This is predatory. 1. listing the originating bank on the header to make it look "official". 2. stating a date that a policy would expire, appears as if they have some "knowledge" of a expiration date. Why that particular date? Hmm maybe to cause you to panic and call right away, since it has a "deadline". 3. Failure to call, lapse in coverage, you will be liable? This would convince many people especially the elderly, that oh no, I have to call so I'm not liable. VERY PREDATORY WORDING. Why can't they just be honest and tell you they are not affiliated with your bank, and any insurance you have is in force according to the terms of your insurance, and that they would like to offer you an insurance quote? Quit trying to scare people! There is no misunderstanding here, your letter is worded to cause alarm for people! You should be ashamed.

  

  Business Response

  Date: 01/23/2025

  Thank you for taking the time to share your concerns regarding the letter you received.  We apologize for any distress or confusion this communication may have caused.  

  We want to address each of the points you raised. We understand how including your originating banks name in the header could give the impression that we are affiliated with the bank or that the letter is official. Please know that we are not affiliated with your bank in any way. Our intention was to simply provide relevant information to homeowners who may benefit from a home warranty.  The date referenced in the letter was not intended to create panic, but rather to refer to the typical expiration date of home warranties, which are often structured around specific terms. However, we understand that it may have been interpreted as creating undue urgency.

  The language used in the letter was not meant to be alarming but to emphasize the importance of ensuring continuance coverage for your home.  We regret that it came across as threatening or predatory as you state.  You have been removed from our mail list as requested. 

  Our goal is simply to offer our services to homeowners who may be interested in ensuring their home is protected.  We appreciate your feedback, and we are committed to improving our communications to prevent similar misunderstandings in the future.

  Thank you. 

  Customer Answer

  Date: 01/23/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/18/2025

  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.

  This is the second letter I have received. Each letter is the same with the exception of different addresses and dates. Not sure where THA obtained or bought my information but would appreciate being removed from their scam list.

  

  Business Response

  Date: 01/21/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience.  

  We want to confirm that you have been promptly removed from our mailing list, and you will no longer receive any future communications from us. Please note, our records confirm we have only sent out a single mailer to your address. If you have received multiple mailers, they may be from another company, as we cannot control the mailing practices of other businesses.

  Again, we apologize for any confusion.  Should you have any further questions or concerns, please don't hesitate to contact us.  

• Initial Complaint

  Date:01/14/2025

  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.

  Received a letter stating a "RED" DUE BY dated (jan 17-2025)Company has stated they have reached out via ********************************* NA and referenced a policy number that does not match the company organization. The letter stated that they have made several attempts to contact regarding my homes warranty and that because " I " have not contacted them that my home warranty policy will expire on the 17th of January. these tactics fall in line of bait and switch where it seems that by calling this company in fear of warranty expiring that they would extend the policy for 3 additional years. There is no mention of cost until you contact the company and they try to get you to pay for the warranty. here is the redit post of this exact issue (************************************************************************************************)if BBB wishes to request letter for legal purposes I will provide the exact letter as requested.I have forwarded this complaint to the ********************** Board as well.

  

  Business Response

  Date: 01/15/2025

  Thank you for bringing your concern to our attention. We take all customer feedback seriously and strive to ensure that our communications are clear and transparent. Our mailer was designed to inform homeowners about the home warranty options available to them, with the goal of providing valuable protection for their homes. We regret that the language used may have caused any confusion or distress, and we sincerely apologize if it was interpreted in a way that led to this complaint.

  Reviewing the mailer I did confirm that there is a policy reference number to our system, not to your mortgage loan number.  We apologize for that confusion. We have removed you from our mailing list to insure no future contact going forward as per your request. 

  We understand that the language used in the mailer may have been perceived as aggressive or threatening, which was not our intention. We carefully craft all our marketing materials to ensure they are professional and clear. We will review the language used to ensure it aligns with our commitment to transparency and respect in our communications.

  In light of your feedback, we will review the content and tone of our mailers to ensure that they are not only informative but also clear and welcoming. We take pride in providing services that meet the highest standards of professionalism and customer care.
  We would be happy to discuss your concerns further and provide any clarification you may need regarding our home warranty services. If you are open to it, we would be glad to have a representative contact you directly to resolve any outstanding issues or answer any questions you might have.
  We are committed to ensuring that all of our customers have a positive experience with our company and services. Thank you again for your feedback, and we appreciate the opportunity to address and resolve your concerns.

  Customer Answer

  Date: 01/15/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/13/2024

  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.

  Received a mailing on 12/13/24 threatening that failure to call their office would result in a lapse in home warranty coverage that I may have. It further threatens that this call must be received by 12/20/24 or the coverage opportunity may be revoked.The mailing references the company that filed my mortgage (whom I no longer work with) in order to add legitimacy to their claims.I do not hold any home warranty coverage from any company at this time, so this is entirely a fishing attempt to make me concerned.

  

  Business Response

  Date: 01/14/2025

  Thank you for bringing your concern to our attention. We take all customer feedback seriously and strive to ensure that our communications are clear and transparent. Our mailer was designed to inform homeowners about the home warranty options available to them, with the goal of providing valuable protection for their homes. We regret that the language used may have caused any confusion or distress, and we sincerely apologize if it was interpreted in a way that led to this complaint.
  We understand that the language used in the mailer may have been perceived as aggressive or threatening, which was not our intention. We carefully craft all our marketing materials to ensure they are professional and clear. We will review the language used to ensure it aligns with our commitment to transparency and respect in our communications.
  We take pride in providing services that meet the highest standards of professionalism and customer care.  In light of your concerns we have removed you from the mail list.  
  We would be happy to discuss your concerns further and provide any clarification you may need regarding our home warranty services. If you are open to it, we would be glad to have a representative contact you directly to resolve any outstanding issues or answer any questions you might have.
  We are committed to ensuring that all of our customers have a positive experience with our company and services.

  Thank you again for your feedback, and we appreciate the opportunity to address and resolve your concerns

• Initial Complaint

  Date:12/05/2024

  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.

  I received a lapse letter from this company and I was not aware I even HAD this warranty. I believe it is a scam that I did not fall for but I don't want others too as well.The individual hung up on me when I told him the information he gave me on my house could have been found on google.I also received this letter 2 days before the "expiration date" despite the date on the letter itself.

  

  Business Response

  Date: 01/14/2025

  Thank you for bringing your concern to our attention. We take all customer feedback seriously and strive to ensure that our communications are clear and transparent. Our mailer was designed to inform homeowners about the home warranty options available to them, with the goal of providing valuable protection for their homes. We regret that the language used may have caused any confusion or distress, and we sincerely apologize if it was interpreted in a way that led to this complaint.
  We understand that the language used in the mailer may have been perceived as aggressive or threatening, which was not our intention. We carefully craft all our marketing materials to ensure they are professional and clear. We will review the language used to ensure it aligns with our commitment to transparency and respect in our communications.
  In light of your feedback, we will review the content and tone of our mailers to ensure that they are not only informative but also clear and welcoming. We take pride in providing services that meet the highest standards of professionalism and customer care.
  We have removed you from our mailer list and apologize if you were not able to speak with anyone on this.  We will review this issue with our staff. 
  We are committed to ensuring that all of our customers have a positive experience with our company and services. Thank you again for your feedback, and we appreciate the opportunity to address and resolve your concerns.

• Initial Complaint

  Date:10/28/2024

  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 the same letter someone previously mentioned stating that I must contact this company within 5 days of receipt of this letter. It's claiming that I haven't contacted them about home warranty coverage that I may have that would expire 11-1-24. At first, When I first read it, I was worried that I had 5 days to act on this and started to panic and then decided to look up the company since I have never done business with them. The way the top of the letter was stamped in red with an X next to the due date was alarming. The letter also stated to call immediately as this will be their final attempt to notify me. I also don't appreciate the fact that they had my mortgage servicer listed like they were a part of this scam. I want no further contact from this company and removal from any mailing list or phone contact listing they may have compiled.

  

  Business Response

  Date: 10/29/2024

  Hi ******, we apologize for any concern or inconvenience our letter caused. Please rest assured, we are not a scam. Weve promptly removed you from our mailing list and will ensure you receive no further contact from us. Please contact us directly if you have any more questions or concerns.
  Thanks!

• Initial Complaint

  Date:10/28/2024

  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 is to warn that this is a scam, like the others I was mailed a green letter stating it was urgent and my home warranty was going to expire. I called and they gave their speech and how much it would be. I believed them because they had the name of my mortgage company and what not. Then after research and finding out they are a scam. They attempted to take the money out multiple times, but were unsuccessful. I want to be removed from this company and make everyone aware they are a scam.

  

  Business Response

  Date: 11/01/2024

  Hi ****, I am sorry for any confusion we may have caused you. We have removed you from system to ensure you do not receive any further communication from us. Feel free to contact us directly if you have any more questions or concerns.

  Thank you!