Complaints

This profile includes complaints for Home Warranty of the Midwest, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Home Warranty of the Midwest, Inc has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Home Warranty of the Midwest, Inc

  303 S 2nd Ave Rock Rapids, IA 51246-1534

  
• 

  Home Warranty of the Midwest, Inc

  PO Box 1 Rock Rapids, IA 51246-0001

  

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:06/18/2025

  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 bought a house in January and bought a home warranty package and in June when I go to start my ** unit, the unit doesntcome on and the warranty company says because I didnt run the ** unit before then that its not covered under their warranty, my complaint is who their ** during winter time? The home inspector even noted that it was too cold to check the ** unit when I bought the house and the warranty company never sent anyone out to check it so I am lead to believe I have a warranty company that is going to protect me and my appliances or at the very least give me some peace of mind that they are covered and when it comes time to use them, nothing all because I didnt turn my ** on in the middle of winter!

  

  Business Response

  Date: 06/18/2025

  We are reaching out to the homeowner for clarification.

• Initial Complaint

  Date:05/29/2025

  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 had ********** technicians (via Home Warranty of the Midwest, Inc) at my home for service on my HVAC system and have identified what I believe to be misleading statements intended to sell unnecessary services. I have documented the following issues:On April 16, 2024, an ********** (via Home Warranty of the Midwest, Inc) technician visited my home and provided the following information: Identified a refrigerant leak in the outdoor condensing unit. Claimed that if the outdoor unit needed replacement, the indoor unit would also have to be replaced. Specifically stated: "If this outdoor condenser is bad, we will have to swap both indoor and outdoor to get rid of that". When asked about the furnace, there was no indication it needed replacement. On May 5, 2024, during a follow-up call with the company management: When questioned about the technician's statement that both indoor and outdoor units must be replaced together, management contradicted this. Management stated: "He says literally he can't replace one thing. Oh, yeah, that's incorrect". Further clarified: "We can change the furnace out by itself. We can change evaporator coil out by itself". Confirmed the furnace had no issues and was "running as usual". I believe this represents a pattern of misleading consumers by:Providing false information about repair requirements to sell more expensive full system replacements. Only acknowledging the ability to perform individual component repairs when directly questioned. Using technical jargon and regulations (refrigerant phase-out) to confuse consumers into believing entire system replacements are required. Failing to provide consumers with complete and accurate information about repair options. I have recorded both service visits and have complete transcripts that document these contradictory statements. I am prepared to provide these recordings and transcripts to support my complaint. Contact information provided in the attachment for additional information.

  

  Business Response

  Date: 05/30/2025

  We have reached out to the homeowner for some clarification and are currently waiting for his call back.

  Customer Answer

  Date: 06/02/2025

   
  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

  Date:05/21/2025

  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.

  Complaint Against Home Warranty of the Midwest **** Denied Sprinkler System Claim I am filing a complaint against Home Warranty of the Midwest **** regarding their denial of a sprinkler system claim, despite our purchase of premium coverage and the sprinkler system add-on.We bought our home in October 2024 in ************ and purchased the premium home warranty with sprinkler system coverage. In ************, sprinkler systems are typically winterized in September or October to prevent freeze damage. Upon moving in, we had the system professionally blown out for the winter.Sprinklers here are usually not used again until late May, after the last freeze. We followed this standard practice and hired a professional to perform the spring startup in May 2025. During the inspection, the technician found several faulty valves across different zones.I filed a claim expecting coverage, but it was denied as a pre-existing condition. This is unfair and, in my opinion, misleading. The system was winterized immediately, unused for months, and couldnt have been tested or known to be defective until spring startup.Additionally, the company has no partnered technicians in our area, requiring us to find our owndifficult when many local providers refuse to work with them due to negative experiences.We chose the premium plan to avoid surprise expenses, yet the coverage was denied when it mattered most. This feels deceptive, as they offer add-ons they later decline to honor under vague interpretations of "pre-existing."This situation has been costly and frustrating. I respectfully request BBB assistance in urging Home Warranty of the Midwest **** to honor the coverage and approve this valid claim.

  

  Business Response

  Date: 05/22/2025

  Hi *******, we have reviewed your claims.  The sprinkler system did not work from the moment it was turned on so with no history of it working during the period of warranty inception, that would be considered a pre-existing issue.  The terms and conditions of the agreement, COVERAGE #1 reads:

  "All covered systems and appliances must be in normal operating condition at the time coverage takes effect. Conditions determined to have existed prior to the coverage period or systems and appliances that never functioned properly during the period of this Agreement are pre-existing conditions and are not eligible for coverage under this Agreement."

  On the oven, the failure was the control board and we paid out over $420 which you elected to put towards the purchase of a new oven.  Siding is not a covered item so the reference to lack of maintenance involves failures related to our list of covered items which are appliances and mechanical systems internal to the home.    

  We do allow for choice of contractors which means you have the ability to choose who you want to work with - these contractors are working directly for you and we provide reimbursement for the agreed upon claim settlement.  

  We strive to be as transparent as we can on our coverages, limits, and protocol.  We would be happy to review your coverage and the terms and conditions of your warranty.  Please give us a call to go over this with you at your earliest convenience.

  Thank you,

  Home Warranty of the Midwest, Inc.

• Initial Complaint

  Date:05/19/2025

  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 Saturday my oven stopped working out of the blue. Walked into the kitchen and the entire control panel is lit up and I cant push any buttons. I tried to turn the fuse off and on, and then tried unplugging the oven and plugging it back in, thinking perhaps that would reset it. Put the image into AI to ask for ideas and it gave basically the same ideas. However none of that worked. So, this morning I sent a claim in to my home warranty company where I have full coverage for such an issue. My claim said the same as I note above, plus included a picture of the issue.A couple hours later they called back, which is usually where theyd connect me with a technician. However I was on a conference call and couldnt answer, so my wife did. They asked her what happened, she did the best she could to explain the situation but apparently said It hasnt worked since Saturday when we had a power outage, and they determined that it was caused by an act of God and denied the claim.First off, theres no way to prove a power outage did that. Second off, there was no power outage. It didnt even rain on Saturday! My wife misunderstood me saying I flipped the power off (to try to fix it) for it was caused by a power outage. Anyway, I called them back to clarify, explained that, told them I could get records from the power company showing no outage but they didnt care. They are still denying the claim. Kept saying the words came directly from the homeowner I kept telling them Im the homeowner and that theyre denying it for a power outage that didnt even happen. But they dont care, anything to keep from paying money Im sure.

  

  Business Response

  Date: 05/20/2025

  Home Warranty has reached out to this customer for further information.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23349749
  
  I am rejecting this response because:

  They called and told me they reviewed weather history and the claim would now be covered.  Now, after making ME go pay $89 for diagnostics, they now tell me the diagnosis of a top half of the screen lit up proves there was a power surge and they dont cover power surges.  So somehow they have actually made this worse

  1) When I first filed the claim I SENT THEM A SCREEN SHOT OF THE OVEN.  Meaning, they already KNEW thats what it looked like.

  2) So somehow I had to go pay $89 after complaining to BBB and NOW theyre rejecting it for a diagnosis that they had from the beginning?  So now Im out an oven from a BS rejection, AND an extra $89

  3) What evidence do they have that says the ONLY way a screen can malfunction is from a power surge?  Electronics malfunction all the time, there is absolutely nothing that proves this nor anything I can find online that suggests it.

   

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

  

  Business Response

  Date: 05/28/2025

  Home Warranty has reimbursed the homeowner according to the terms and conditions of the agreement.  We would like to thank Mr. ****** for his willingness to work with us to resolve this matter.

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23349749
  
  I am rejecting this response because:

  They havent reimbursed me for anything.  More lies.  So far I am still negative $89, and still have a broken oven.  Now on to the truth.  What they have done, is change their minds yet again, calling to say Ive been approved for up to $500 in repairs.  Zero documentation on why $500 instead of the $771 I was quoted for repairs.  And, they didnt reimburse me for it, they simply said once I get the oven repaired theyd give me up to $500.  Meaning, trust them.

  Well, last time they said that I paid $89 for diagnostics and then they again denied my claim.  With absolutely no reason for doing so other than 1) an assumption that the damage was caused by a power surge, when in reality any number of things can cause electronics to fail and 2) a diagnosis that did nothing other than re-state what the photo told them when I first opened the claim in the first place.

  So after making me do all the work to get a diagnosis, paying $89, sending them all the information, and waiting 5 days, they then called and denied my claim.  Again.  But now theyre changing their minds yet again and expecting me to trust them and go pay $771 in the hopes that once thats done theyll actually reimburse me for $500 of it.  First off why $500 and not $771, again theres zero documentation provided on how they arrived at that figure.  Second off, why should I trust that THIS TIME will be different and that THIS TIME they wont make me do all the work and then leave me hanging for $771?  None of these people remotely apologize for any of this, nor take any accountability whatsoever.

  In the event I get stuck for $771, I could have bought a whole new oven for just a couple hundred dollars more.  I cant trust that once I go pay that money that I wont get yet another call changing their minds yet again.  At this point the only way this gets resolved is 1) Documentation on how they arrived at $500 with explanation on why why they believe Im on the hook for the other $271, 2) Prepayment of what they claim theyve already reimbursed me for (since clearly they have no problem lying to you on what theyve actually done).  Else I will just litigate so I have a judgment order to protect me following payment, which frankly Id prefer to avoid because its a pain in my a** and will cost me more than its worth.  But to be clear, money isnt even the primary issue at this point.  Im enough of a bulldog that Im not backing down from this garbage.

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

  Customer Answer

  Date: 05/29/2025

  Complaint: 23349749
  
  I am rejecting this response because:

  They havent reimbursed me for anything.  More lies.  So far I am still negative $89, and still have a broken oven.  Now on to the truth.  What they have done, is change their minds yet again, calling to say Ive been approved for up to $500 in repairs.  Zero documentation on why $500 instead of the $771 I was quoted for repairs.  And, they didnt reimburse me for it, they simply said once I get the oven repaired theyd give me up to $500.  Meaning, trust them.

  Well, last time they said that I paid $89 for diagnostics and then they again denied my claim.  With absolutely no reason for doing so other than 1) an assumption that the damage was caused by a power surge, when in reality any number of things can cause electronics to fail and 2) a diagnosis that did nothing other than re-state what the photo told them when I first opened the claim in the first place.

  So after making me do all the work to get a diagnosis, paying $89, sending them all the information, and waiting 5 days, they then called and denied my claim.  Again.  But now theyre changing their minds yet again and expecting me to trust them and go pay $771 in the hopes that once thats done theyll actually reimburse me for $500 of it.  First off why $500 and not $771, again theres zero documentation provided on how they arrived at that figure.  Second off, why should I trust that THIS TIME will be different and that THIS TIME they wont make me do all the work and then leave me hanging for $771?  None of these people remotely apologize for any of this, nor take any accountability whatsoever.

  In the event I get stuck for $771, I could have bought a whole new oven for just a couple hundred dollars more.  I cant trust that once I go pay that money that I wont get yet another call changing their minds yet again.  At this point the only way this gets resolved is 1) Documentation on how they arrived at $500 with explanation on why why they believe Im on the hook for the other $271, 2) Prepayment of what they claim theyve already reimbursed me for (since clearly they have no problem lying to you on what theyve actually done).  Else I will just litigate so I have a judgment order to protect me following payment, which frankly Id prefer to avoid because its a pain in my a** and will cost me more than its worth.  But to be clear, money isnt even the primary issue at this point.  Im enough of a bulldog that Im not backing down from this garbage.

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

  

  Business Response

  Date: 05/29/2025

  Mr. ****** was authorized the reimbursement amount based on the terms and conditions of the agreement. An email with this amount was sent to the email on file and voice message left with information regarding the claim.    For Mr. ****** to receive reimbursement, Home Warranty of the Midwest, Inc. will require a paid invoice send to ********************************** with the claim number in the subject line. This information is also in the email that was sent.  We do apologize for any confusion or misunderstanding with our policy.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23349749
  
  I am rejecting this response because:
  
  

  Again, not trusting the reimbursement process after they already screwed me on that once.

  Again, no explanation from anyone as to how/why they arrived at the random $500 amount, nor what policy clause limits my coverage to that amount when the estimate is $771.

  No further response needed as Im tired of dealing with this company.  Ill take it from here.

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

• Initial Complaint

  Date:05/19/2025

  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 have made a couple claims and all of them have been denied. This most recent one being my duct work is damaged and leaking water into my crawlspace. My policy covers ductwork repair/replace. They keep coming back with new reasons why its denied. First it was because the duct work was flexible and now its because the technician stated it was undersized, which is not true, the technician never said my crawlspace ductwork is undersized. They have now refused to communicate with me and I have no where else to turn besides the BBB and possibly take legal action. All I would like is use the warranty that I had paid for.

  

  Business Response

  Date: 05/20/2025

  Thank you for contacting Home Warranty of the Midwest, Inc.and giving us the opportunity to further explain our warranty.  During your initial phone call, you stated to our representative that you had duct taped the venting back onto the register,there were holes in the venting and at least of the insulation was missing.  The technician who came to your home verified this information by stating that there were many issues going on with your venting.  He stated that the boots were not properly insulated.  The lower venting in your home had significant holes and damage.  The upstairs venting was undersized which causes stress and strain on the system which leads to early failure.  The terms and conditions of the agreement with Home Warranty EXCLUSIONS #1 reads in part:
  Conditions resulting from Your negligence, acts of God, or
  situations beyond what We consider to be normal usage are not
  covered (including but not limited to abuse, pet/pest damage, theft,
  water, salt water,flood, fire, lightning, freezing, wind, earth movement,
  improper installation and/or alteration, prior work not done
  to industry standards,
  Home Warranty of the Midwest does not cover insulated duct work.  The terms and conditions of the agreement HEATING, VENTILATION AND COOLING SYSTEMS; WATER HEATER listed under Ductwork NOT COVERED reads:
  NOT COVERED: Insulated, concrete encased or inaccessible
  ductwork; and relining.
  Home Warranty of the Midwest, Inc. will not be reimbursing for the failed duct work in your home. We do apologize for any misunderstanding.

  Sincerely,

  **** *******

• Initial Complaint

  Date:05/16/2025

  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.

  We filed a claim with Home Warranty of the Midwest *** for an issue with our air conditioning unit. This claim was filed within our policy period, and per the instructions of Home Warranty of the Midwest, we had a service provider out to diagnose the problem. The technician identified there was a leak and the system would likely need replaced. The technician offered to do a leak test to identify the exact source of the leak and was specifically advised not to complete the leak test. We were then told that we had to top off the Freon and they would monitor the issue for twelve months. In twelve months our policy will no longer be active and they confirmed that even if the technician was right they would not honor the claim after the monitoring period. Only after an appeal were we told that they could potentially address system replacement with the results of the leak test, which we were initially told not to complete. Now we are getting information that we could complete a leak test, which will include another service charge. All of this is on top of the recommendation from the technician that the unit be replaced. We have received multiple mentions of the *** guidelines that that must comply with, but this does not address the fact that our unit needs replaced and the *** guidelines I have located do not prevent Home Warranty from honoring their contract regarding the ** unit. The technician himself said he has never seen a home warranty company deny a claim for an ** unit experiencing signs of such a drastic leak.

  

  Business Response

  Date: 05/16/2025

  We have reached out to the homeowner for further information regarding this claim and are awaiting a response.

• Initial Complaint

  Date:05/07/2025

  Type:Product 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.

  We purchased their home warranty in March 2024 when we purchased a new home. Our ** was running perfectly but in June we contacted home warranty because the ** quit working. We submitted a claim and had a reputable contractor look at it. They discovered a leak and said the evap coil needed replacement. Home warranty told us that it was covered and that we should contact them when we had problems again to determine how much of the repair they would cover. Last week our ** quit working again and now they are saying it was a pre-existing condition because of how long it took for the Freon to run out. We just started using the ** again after it not running all winter. It is unethical for them to decide independently that this is pre-existing just so they can deny the claim. We have spoken with an hvac company who informed us there is absolutely no way this could have been determined. Further when I explained that last June they told us this was covered and never mentioned anything about it possibly being pre-existing, I was told our policy is not to explain it because some dishonest people would dump our their Freon so its covered. So they intentionally withheld information because some people are dishonest. Had they given us all information upfront, we may have elected at that time to cancel the policy for a refund and used that money for this repair that they are now denying unrightfully.

  

  Business Response

  Date: 05/08/2025

  Thank you for allowing Home Warranty of the Midwest, Inc. to respond to your concerns.  The technician who came to your home in June of 2024 added 2 lbs of refrigerant into your system due not cooling properly.  You then contacted us to file a claim with the a/c unit.  Now in May, 2025, the system is again not cooling properly.  This indicates that the refrigerant leak you are experiencing began prior to your warranty which took effect in March of 2024.  Your warranty does not carry unknown pre-existing coverage and therefore Home Warranty Inc.will not be reimbursing.
  We do apologize for any misunderstanding which may have occurred.  Home Warranty of the Midwest, Inc. will issue a prorated refund based on the terms and conditions of the agreement.  Please refer to your agreement for these terms.

  Sincerely,

  **** *******

  Compliance and Regulatory Officer

   

• Initial Complaint

  Date:05/01/2025

  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.

  5/1/2025 I called about my ** unit not working due to a TXV valve having gone bad that was found during an inspection. When it went bad I couldn't say. When I called and they asked me if it was working, I said "As far as I'm aware, it's kicked on a few times and the house didn't get disgustingly hot". I myself didn't realize I needed to word it more accurately. I confirmed with my wife as she was the one that turned on the ** and watched the temp drop. But because I called in and didn't EXPLICITLY say that I was the one who witnessed this, they denied my claim as they're saying that based on my initial wording, I couldn't confirm that I was indeed working. Because of this they are denying the claim.

  

  Business Response

  Date: 05/01/2025

  We have reached out to the homeowner for resolution to this matter.

• Initial Complaint

  Date:04/11/2025

  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.

  04/09/25- revived a home warranty with the purchase of a new house - ice box quit - only allowed ******- for part - which was a screen that was no longer available . Had to pay service call out of pocket and their response was they were only paying for the part . I said I wanted to dispute that . And I would be contacting the better business bureau . They now said I threatened them with legal action and wont correspond at all . I regret that I did say their business wasnt worth a c*** and wasnt worth the paper it was written on . In my opinion . I was told I had to send them a receipt for the new applicable which I did no response .

  

  Business Response

  Date: 04/11/2025

  Thank you for contacting Home Warranty of the Midwest,Inc.  We appreciate the opportunity to further explain our claims process.  The technician who came to your home diagnosed the issue with your refrigerator as a failed interface board.  The technician also stated that the part was no longer available.  *********** team found that the part is available and issued a reimbursement amount based on the part cost and the labor to install. The second issue of the clogged drain line, causing your refrigerator to rust, is not covered under the warranty.
  Home Warranty has reviewed the information for this claim and found our reimbursement amount to be within the scope of the warranty and will not be increasing this amount.  To receive your reimbursement, please send in paid receipt to ********************************** with your claim number in the subject line. 

  Thank you,

  **** *******
  Compliance and Regulatory Officer
  Home Warranty of the Midwest, Inc.

• Initial Complaint

  Date:04/02/2025

  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.

  We purchased a home warranty on April 29, 2024. Since that time, we have attempted to use the warranty three times without success. Each instance resulted in being informed that the issues were not covered under the warranty. Dishwasher: Initially, the dishwasher functioned well for the first few weeks. Subsequently, it began experiencing problems. Upon contacting the warranty company, we were informed that the claim was denied because the warranty had not been active for 30 days.Bathtub: We encountered an issue with the bathtub running only hot water. This problem was also not covered under the warranty.Stove: The stove locked itself without activating the autocleaning feature. This issue was similarly denied coverage.Despite these denials, we incurred $450 in service charges out of pocket. This raises concern regarding the purpose and effectiveness of the warranty when none of the claims are honored.

  

  Business Response

  Date: 04/02/2025

  Thank you for contacting Home Warranty of the Midwest,inc.  We appreciate the opportunity to respond to the homeowners concerns. 
  When filing the dishwasher claim, the homeowner stated the dishwasher has leaked since she moved in. Home Warranty **** does not cover pre-existing issues.  COVERAGE REQUIREMENTS #1 reads:

  "1. All covered systems and appliances must be in normal operating condition at the time coverage takes effect. Conditions determined to have existed prior to the coverage period or systems and appliances that never functioned properly during the period of this Agreement are pre-existing conditions and are not eligible for coverage under this Agreement."
  
  The homeowner most recently filed a claim for her stove.  The technician who came to her home stated that the latch motor assembly would not release when it was in cleaning mode.  Our warranty does not cover the locking function. Range/Oven/Cooktop Stove under the NOT COVERED section reads in part:
  
  self-cleaning or locking function; handles and knobs;
  
  Home Warranty does not have a claim on file for a bathtub from this homeowner.
  We do apologize for any misunderstanding with our warranty.  Home Warranty of the Midwest,**** will not be involved in reimbursement for these claims.  

  Sincerely,

  **** *******
  Compliance and Regulatory Officer
  Home Warranty ****
  ************
  *********************************