ComplaintsforMike Holmes Protection

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They denied the claim to fix my ductwork

  Business response

  10/05/2024

  Mr. *******,

  Thank you for reaching out to us. I see your policy was active with us for just 1 day when you filed this claim. It is certainly odd that you would need your full ductwork replaced for an occurrence just 1 day after your services are active. We requested some details and documentation for maintenance of the ductwork which you were not able to provide. We determined this was a pre-existing issue which you attempted to submit under the policy, thus denying your claim.

  Since then, you have cancelled your account with us. We are sorry to see you go. If you need anything further, feel free to call us directly at ************, option 2. Thank you again.

• Initial Complaint

  09/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Attempted to schedule a service call for AC in August. You can't file a claim on the call. They tell you someone will callback, No callback. Called to file a plumbing call on Sept. 9th. Again was told would receive a callback, none received. Called to cancel membership a week later. Again told someone would have to callback, again no callback. Sent two emails and made additional calls about cancelling membership. No response, My credit card was charged on 9/25. Called again, talked to a C.S. Supervisor who said someone from dispatch would call back.

  Business response

  10/05/2024

  Mr. *******,

  Thank you for reaching out to us about your issues and concerns.

  Upon reviewing your account, I see your issue has been resolved since filing this comment. Your account with us has been cancelled per your request.

  We are sorry to see you go, especially since you were not able to see the best of us. We are reviewing our call logs to ensure we address any issues if there was a breakdown in communication. If you have any further questions, please call our customer service team directly at ***********, option 2. Thank you.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  opened a service request with this company and promised a date and time but no one showed up. so I called the company and was advised the dispatch team would call me back, called again at 730 pm and was advised the dispatch team would call me back, called at 837 pm again and learned this was only an answering service and that they could only send a message to the dispatch team nothing more called this morning at 845 am and again was told someone would CB immediately. If you contract with a company and they will not even call you back to explain what happened and you are not allowed to call the actual dispatch team how can you possible get good service

  Business response

  10/05/2024

  ******,

  Thank you for reaching out to us. I understand it can be frustrating to have a plumbing issue, expect immediate resolution, and not receive the proper communication. We sincerely apologize if you feel you were not contacted fast enough to resolve. We pride ourselves in great communication and we will investigate further to see if there was a breakdown in our processes.

  As per your claim, I see we did go out on the same day you filed this complaint. Per the agreed to terms and conditions, because you just recently signed up with us, our liability was limited to the coverage of your issue. We agreed to and even went over the allotted amount of coverage to assist you in your repair. If you still have questions, please call our customer service team directly at ************, option 2. Thank you.

• Initial Complaint

  09/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I file a claim with Holmes Protection for my plumbing bill and it never got paid.

  Business response

  10/05/2024

  ****,

  Thank you for reaching out to us about your concern.

  I see in your account details a couple of items to address concerning your possible issue. You had a plumbing leak under your foundation, a burst pipe. This is something not covered under the policy terms and conditions. We only cover plumbing leaks for exposed pipes above the foundation and inside the home.

  You had another issue for a clogged toilet which we attempted to address on multiple occasions, although no claim was actually filed for this. If this is the issue you are referring to, and have already resolved it, feel free to contact our customer service team to submit for reimbursement. We will reimburse you for any overed items and actions/labor within our terms and conditions. As of now, I do not see we have received anything to review and reimburse. Please call us at ************ to receive more details about reimbursement and any other questions you may have. Thank you again for being a long-term customer of ********************.

• Initial Complaint

  09/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They came to try to fix my ac 5 times at least every vendor said it should be replaced. It worked for a week and stopped working again. Now they said they will not replace unit, but if I want I can replace it and send receipt in they will see what they would cover. The conversation seemed they werent covering anything,Also said Freon is outdated. According to them now not before when they came out previously.. they also asked for service receipt now which I cant find but I did have service every year . dont have any service receipt Now they dont want to replace unit. To me its fraud they are saying read fine print in contract! Please help also in the middle of summer nothing but false hopes . This is a disgrace I singed up because I was a fan of **** no longer!!!!!! Seem to add things every time I call

  Business response

  10/05/2024

  Thank you for reaching out to us Mr. *************** am sorry to hear about your AC system having issues again. As you mentioned, we have assisted you in the past with multiple issues your AC was having, so the comment of us providing fraudulent services is not accurate.

  Regarding replacement of your unit, that is a choice you have and want to pursue. Per our terms and conditions, we have the right to choose whether we would like to repair or replace the unit, and while it can be repaired, we will choose to do that. We considered assisting you in the replacement of the unit and requested maintenance records to verify if the issues you were having were recent or determine if they were pre-existing. You refused to provide, or were not able to, and we still provided you the option to replace yourself and file for reimbursement. We have never denied your claim or assistance for your AC. I encourage you to read the agreed to terms and conditions of the policy. I ensure you we are in line with the procedures and would never stray from assisting our customers. You have been with us for well over a year now with multiple claims filed and have been assisted each time. If you need any further details, please call our customer service team at ************. Thank you again.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Due to lack of response, I have been calling & emailing this company for over a week. I did receive a call from a "Manager" who said that the cancellation department would need to call me. No one has called. Every time I call they say someone will call me to cancel. I have been very dissatisfied with their earlier responses due to a ************ auto renewed my account, although I was told originally that they were giving me a "free month" at the end of the contract. I don't want this *********** certainly don't want to have to pay to cancel it.

  Business response

  09/18/2024

  *****,

  Thank you for reaching out about your policy with us. It's great to see you have been with us for more than a year. Our policies are on a monthly auto-charge, as they have always been, and you have always paid this way. Your policy renewed and you continued paying for your coverage for two more months. You then attempted to file a claim for a non-covered item outside your home and then decided you wanted to cancel.

  We don't understand how you can pay for two months, the same way as you have been paying for over a year, and not understand that we auto-draft your monthly fee. We would love to keep you as our customer and continue serving you as we have in the past with any claims filed for covered items. As per our terms and conditions, you are liable for claims if you decide to cancel outside of the agreement. Feel free to reach out to our customer service team to discuss further if you have any additional questions. Thank you.

  Customer response

  09/18/2024

   
  Complaint: 22270167
  
  I am rejecting this response because: I have called repeatedly to cancel. Every time I am able to reach someone, they tell me that "the cancellation department will reach out to me." How many times do I have to call to get a "cancellation" person? I am not happy with your customer service, I am very unhappy with the way you have treated this situation since I have been calling repeatedly & you keep telling me to "wait" for someone from cancellation to call. ****** me. I don't want your service. I will notify my bank to no longer accept your requests for payment. 
  
  Sincerely,
  
  ***** *********

  Business response

  10/05/2024

  The policy has been cancelled since 09/18/2024. no further action is needed. Our customer service team does not have the ability to cancel accounts, only our cancellations and retention team have the ability to discuss all aspects of customer accounts in detail. Thank you.

  Customer response

  10/07/2024

   
  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

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They seem never to follow up always saying we will let dispatch know. I never get dispatch responding to us !I have a central ac unit that 3 repair people from **** Holmes have said that we need a new unit to no avail they keep saying **** Holmes nothing is wrong then unit fails again !!!!!

  Business response

  09/18/2024

  Mr. ******,

   

  Thank you for your response. We also want to thank you for being a loyal customer of ours for over a year.

  We apologize for the issue you are having with your AC system. As you know, we have been diligently dealing with multiple technicians to resolve your issue. If the system is reparable, we are going to do anything possible to complete that repair. In your case, we have already discussed the best possibility for you for your unit.

  Our underwriting team has come to the conclusion that we will assist in covering this with you upon proof of purchase. Other companies would have simply denied the claim. Feel free to reach out to our customer service team if necessary at ************. Thank you again.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty *****..they want payment but don't do the work.. you call and ALWAYS have to wait for a call back..............,..............................................................,.........................................................................,................................mmmmmmm........................................

  Business response

  09/06/2024

  Mrs. *****,

  We are very surprised about your comments since you had our services for over a year and filed 7 claims with us. It seemed as we were doing an amazing job and you were happy. While reviewing your account, I am not sure where we dropped the ball here with the communication, but we will look into improving once we find the issue. We are sorry to have had you cancel and lose your business after being with us for over a year and helping you out with all the other issues you were having. If you need any further information, feel free to contact our customer service team at ************. Thank you.

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the business provided me $511.88 to resolve my claim...which in reality cost me $16,876.00 this business is nothing like what the advertisement claims to be....they just want to "patch" any repair and NOT help the consumer~Now they are saying that since I did accept the $511.88 ~ I am bound to pay premiums until my next renewal date....I disagree...I have totally expressed my unhappiness with their service and unwillingness to do thing RIGHT!!they are now threatening to take me to collections for the remainder of my policy....which I did NOT authorize renewal ~~ my CC on file has expired...that was the first time I learned that they automatically renew your policy without any notification!!

  Business response

  08/12/2024

  ***********************,

  Thank you for your time as a customer with us. You did sign up with us and since the inception of your relationship with us, your policy has been in auto-draft on a monthly basis. I am not sure how you did not know that. On top of this, you had a claim in your first year of coverage which was fulfilled to your satisfaction, and during your second year, another claim. we do not limit the amount of claims you can place, but this second claim was 4 months into your second year. Per your agreed to policies and conditions, you are liable for claims costs if you wish to exit the contract before the preestablished time of the contract. Since you have been with us for almost 18 months now, I am sure you have access to these documents in your customer portal. If you do not, please reach out to our customer service team at ************. We will be happy to help with any additional questions you may have as well. I'm sure you have found value in our plan since you have had us for 18 months and can benefit from continued coverage.

  Thank you again for your communication.

  Customer response

  08/24/2024

   
  Complaint: 22089962
  
  I am rejecting this response because:
  As you said to me on the phone - review the fine print! 
  I truly believe this is very deceptive-you should alert the customer that the policy is coming up for renewal and the customer should have a chance to cancel at that time!! 
  

  the circus you put me through on both claims I made is ridiculous- 

  no- I was not happy with the outcome of my first claim  in that I was offered less than 1/4 of what I really cost me to get my unit replaced - 

  Then my a/c goes out and again I spend $20k to replace  Your own tech said it should be replaced - however you send me a check for $511.00 

  and then in order to cancel my policy I have to give you that check back!!! 
  

  The worst customer service ever!

  i would tell everyone buyer beware 

  Sincerely,
  
  *******************************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 9, 2024 I placed service call with **** Holmes Home warranty. They stated they contacted plumber and they would call me. The plumber did call and said they just called me out of the blue (plumber supposed to be vetted). He said that he would be there at 9 am in the morning. Waited until 9:30 and ******* did not show or call. Called customer service and that stated he is still scheduled to come out that day. After 6pm I called customer service again and said they would get with plumber and see what the situation was. The next morning I did not recieve call so I called them again. They said they would see what they could do but never called. I fixed the issue myself and called them for refund. The *** said she would text me where I could send my receipts to see if they would refund me.

  Business response

  07/29/2024

  ****************, thank you for reaching out.

  We sincerely apologize for any inconvenience caused by the wait for a plumber to go out, and for your breakdown.

  Our notes indicate that you rejected the plumber's appointment set for 07/11/24 stating you did not require services any longer. We do our best to make sure all of our technicians are A+ rated, licensed, bonded and insured. They cannot work with us unless they are! I am not sure why you understand the plumber was not verified by our team. We have over ****** technicians which work with us and all go through the same vetting process.

  The statement "called out of the blue" most-likely means we set the expectation that it needed to be handled as soon as possible for you benefit, and we had not utilized the technician frequently or recently.

  If you need any further assistance please feel free to reach out to our customer service team at ************. Thank you.

  Customer response

  08/09/2024

   
  Complaint: 22006536
  
  I am rejecting this response because: I did not reject the plumber from coming. He did not show up when scheduled. I called customer service and they stated they would call me back when he didn't show. The next day I called customer service because they didn't respond. I was without water for three days I had to fix issue myself so I could shower. After fixing myself customer service called and I said I had to fix issue myself and ask for a refund for service call but they never called me with solution. 
  
  Sincerely,
  
  *************************

  Business response

  08/12/2024

  ****************,

  Attached find the information in our system, 2 clippings from our tools station what occurred.

  You were scheduled for the 07/10/24 and declined services the next day.

  I do apologize for any inconvenience and delay caused. Sometimes technicians run late and have issues communicating. When working with technicians in the fields, issues do occur, but we did not deny service or neglect it. It was simply delayed, and you decided to cancel. If you d have an issue currently, feel free to contact our customer service team to discuss further at ************. Also, if you have an invoice with a full diagnosis and line-item paid invoice, you may be eligible for reimbursement. We expect to hear from you soon.

  Thank you again.

   

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