National Home Protection, National Home Protection lied to me and stole my money. New York New York

The following is what I reported to the NY Better Business Bureau. Not sure how much good it's gonna do cause this company had a very bad reputation with the BBB and has not resolved alot of complaints against it :

I want to file a complaint against this NHP company. I obtained them around August 2007. I was promised to receive a $50 Home Depot Gift Card which I never got. I also never received my warranty package paperwork with my policy information which I called and requested my information about every 2 weeks and was promised but still never received anything. On one of my phone calls the guy told me that if I renew for a year I would receive my first two service calls free instead of the normal $60 and then after that all service calls would be $45.So I did and paid $351.91. I still never received my gift card or my enrollment paperwork even for my renewal..

Again I called and never received anything. I finally needed to use the service on July 22nd when my A/C went out. I spoke to two different reps who told me that I would not have to pay anything and that they would have a service guy out and they would follow up with me. I never heard anything and had to call numerous times myself to follow up and spoke to many rude representative. I even explained I had a 2 yr old child with epilepsy whose body temp needs to stay low or she will go into convulsions and I received no sympathy on their part. I even spoke to a manager and he was very rude basically advising that I should be grateful they are gonna even pay for it. So I asked him how much money to cancel my policy and he said the renewal doesn't go into affect until August 23rd so I will receive all my money back for $351.91. I told him I would call back and cancel later.

Late the next evening the service guy came out and he fixed my A/C. He was very very nice and said that NHP just contacted him with the approval although they promised me early that morning it was done and they already called him early. They lied.

So the next day I called and canceled and the rep said I would get the total $351.91 debited back to my account and repeated the Visa #. I told him I no longer have that account and can they send me a check to my home which he stated yes. I called back the next day to verify and was told by a rude rep my policy was not canceled and they don't show me ever calling in for nothing. I asked how can that be when I just had service done. No answer. I asked where she was located and she said Georgia which I knew was a lie. I talked to a manager and he was the same rude way and said I would have to pay a $200 cancellation fee and only get back $151.91 which really upset me. So she got back on the phone and I told her I wanted someone to check the recorded calls where the manager told me I would not have to pay anything for the upcoming renewal and would get all my money back. She said she would and it would take a few months to pull the call.

I called back today July 25th 2008 and spoke to 2 reps who told me my entire account was canceled and I am not covered now and then hung up on me. I called back and spoke with another rep and explained all of this over, she was very dry and said she THINKS my account is still active til August 23rd 2008 and that I will get a refund of $151.91 since there is a $200 cancellation fee. She argued that I should have gotten my policy and it was too late to get a Home Depot Card. Then she said she would email me the form but I probably would not get it since it is supposed to be filled out on a rebate form and sent in within 60 days of the policy. No one ever told me that, I never got my policy so how am I supposed to know this.

BBB please help me get all my money back for the policy that is starting on August 23rd. The manager and rep told me I would get all funds back since the policy didn't start yet, I never received my policy packet, was never advised on cancellation fees and never got my $50 Home Depot Card. I'm drained emotionally from this company, they are rude and hang up and don't care about the customers satisfaction. These are crooks who should be put out of business and steal hardworking Americans money and trust. Thanks.

Tiredofthiscrap
Columbus, Georgia
U.S.A.