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.

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  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:07/29/2024

  Type:Sales and Advertising 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.

  Purchase a warranty threw this company when we closed on are home 8 months later we had a sewage line failure contacted the company they stated they would repair the pipe but not the damage caused by the pipe they stated to contact a professional for a qoute we did that sent the quote in it was around 3300 to replace the pipe company said they could only pay me 400 which they never sent anyway when on the phone with the company the worker said I only paid 595 for the warranty why would they cover a 3000 dollar repair the company would lose money I said we'll If I would have know you wouldn't cover more than I spent for the repair then why would I by a warranty from you long story short I wouldn't recommend this company I spent 800+ on plumbers then thousands to fix no thanks to this company

  

  Business Response

  Date: 07/29/2024

  Thank you for contacting Home Warranty of the Midwest, Inc. and allowing us to explain our policy.  The agreement with Home Warranty covers leaks and breaks in plumbing lines.  We do not cover subsequent damages, or costs associated with gaining access.  EXCLUSIONS #** reads in part:

    Removal or reconstruction of, or subsequent or incidental
  damage to, systems;appliances; units; and walls, floors,
  carpeting, tile,ceilings and the like necessary to make
  repairs is not covered
  
  The video sent to us shows a leak in a connection of the waste line.  Our service department determined the cost of repair at $400.00. This includes the section of the pipe shown and the labor to install the new section. 
  
  We apologize for any misunderstanding with our warranty.  To receive a refund, please send your request to ********************************** or you may cancel online on our website, www.Homewarrantyinc.com.  Once received, you will be issued a pro-rated refund based on the terms and conditions of the agreement.
  
  Thank you,

• Initial Complaint

  Date:06/12/2024

  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.

  I filed a claim with the warranty company exactly how I was instructed to do so by a representative. They are denying my claim and *** followed exactly how I was instructed. I was told since they have no service reps in the area to have the work done and I can submit receipts and get reimbursed. Theyre not honoring what Ive been told to do

  

  Business Response

  Date: 06/12/2024

  Thank you for contacting Home Warranty of the Midwest Inc.  We appreciate the opportunity to answer any complaint from our customers. 
  **********************. received an invoice from the homeowner on May 31, 2024 for the amount of $1,346.86, showing repair work completed on his HVAC unit on May 29, 2024.  However, there was no claim filed prior to us receiving the invoice and the work was already completed by the time we received it. 
  
  The terms and conditions of the agreement under COVERAGE #3,(in bold) state:
  We have sole discretion to choose service personnel
  and will not reimburse for work performed without Our
  prior approval or by service personnel contacted
  directly by the customer unless directed to do so by Us.
  
  In addition, we reiterate this stipulation in our welcome packet (attached). 
  
  Similarly to auto insurance, a client cannot have an issue,have work completed without filing a claim, and only after work is completed,request reimbursement.  We have to be notified first which allows us to screen the contractor, negotiate on the rates, and keep the customer informed of the coverage.  Because this protocol was not followed, we will not be issuing reimbursement.  

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21837973
  
  I am rejecting this response because: I was instructed by their representatives to send in a receipt for reimbursement. I wouldnt have done this if I wasnt advised to do so.  Furthermore, show me my signature where I signed up and agreed to these terms
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/13/2024

  Home Warranty of the Midwest, Inc. completed an exhaustive search of our recorded claim line calls. There is no record of this claim being recorded prior to the work being done.  By purchasing our agreement, you consent to the terms and conditions of the agreement. This is stated in the second paragraph of our terms and conditions:
  Purchase or registration of this plan implies consent
  to all Agreement terms and conditions
  Home Warranty of the Midwest, Inc. will not be involved in the reimbursement of this claim.  We do apologize for any misunderstanding which may have occurred.

• Initial Complaint

  Date:04/26/2024

  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.

  Purchased a home in December, 2023. Along with that purchased a home warranty as most people do. We turned on the ** in April to test it out and we had a few warmer days. The ** ran just fine for about 2 days, then noticed that it was no longer cooling. Called Home Warranty as soon as we found this was an issue that could not be easily resolved. (Checked batteries in thermostat, checked to see if any breakers were tripped, etc.). We then noticed that the unit fan outside was no longer running. It was running 2 days prior and then stopped. Because we purchased the home in December, and had not run the ** until now, they are claiming this as a pre-existing condition. HOW ARE WE TO KNOW THIS WHEN PURCHASING A NEW HOME???!! People purchase home warranties when buying a new home BECAUSE of these situations! There is also a "Undetectable Pre-Existing Conditions" clause that states they need a satisfactory inspection sent to them by the closing date. I did not even know who the company was until a month after! I am happy to send a copy of the inspection if that is what is necessary. I was not even offered to have someone come out to diagnose the issue to determine if it was pre-existing or not! I would like to have payment for a service call and any repairs that are needed to get the unit running.

  

  Business Response

  Date: 04/26/2024

  Thank you for reaching out to Home Warranty of the Midwest, Inc.  We have reviewed the information you provided to our **************** representative.  During the conversation, you stated that this was the first time turning on the a/c unit and you found that the fan on the exterior was not operating.  The agreement with Home Warranty states 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."

  The a/c unit does not qualify for coverage.  We do apologize for any misunderstanding you may have had with our terms and conditions.  Home Warranty has since closed this claim and will not be involved with the repair of your unit.

  Sincerely,

  ***********************

  Compliance and Regulatory Officer

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21628940
  
  I am rejecting this response because:

  I have documentation from the seller disclosure that there were no mechanical defects to the system. I also have documentation from the inspector that it turned on.  Again, I purchased the home warranty to protect against this type of issue. It was the first time we turned on the ** for the year. It was working for the first 2 days. How are we to know there was a pre-existing condition at that time? Sure, when the inspection was done it ran. But, he did not run it for more than a few minutes, just to see if it functioned. The first day we turned it on it ran, then noticed on day 3 that the house was no longer cooling and the fan was just running constantly inside. That is when my husband noticed that the outside unit was no longer working. I am asking to have the ** covered under this warranty. 

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

  

  Business Response

  Date: 04/30/2024

  We have reached out to the homeowner for a diagnosis of the issue.

  Customer Answer

  Date: 05/02/2024

   
  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.

  This was only after I had to get someone higher up involved! Ended up being a simple fix and did not need to take 2 weeks to receive a resolution. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/18/2024

  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.

  I have been trying to get my boiler covered since January. Originally, it just needed to be purged and Home Warranty refused to cover it saying it was a maintenance issue. (not maintenance, it had air in the lines but that was the excuse they used to not pay for it). Then in the middle of January, the plumber found a leak and called them and they said they would get back with us but they never did. My emails went unanswered. It completely quit working the end of February and I live in ******* where the temps get to -20. I called again and was told to use any plumber and to let them know the diagnosis. The plumber came out on March 2 and had to replace it. Was not told we had to call first and since it was an emergency because of the temps and it's my source of heat, he replaced it. I had to go out of town again and he was not quite finished and came out today to complete the work. When we called today they refused to cover it. The plumber very clearly told them it needed to be replaced and there was nothing else that could be done and they claim they aren't paying for it because we emergently replaced it before calling and giving them a diagnosis. Requesting that they cover the replacement of the boiler. I am also filing a complaint with the state department of insurance and speaking to my attorney about this

  

  Business Response

  Date: 03/19/2024

  Customer filed a claim on her boiler on March 2, 2024.  Home Warranty **** received a phone call on March 15, 2024 from the homeowner and the technician.  The technician stated that the boiler was already replaced.  Replacement started on March 2 and completed on March 7, 2024.  The agreement with Home Warranty ****  does not reimburse for work completed without prior authorization.  We do apologize for any inconvenience or misunderstanding which may have occurred.

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21439580
  
  I am rejecting this response because: was not told it could not be repaired prior to calling them.  Had already called multiple times about it and warranty company uncooperative.  At the time it was replaced I had zero heat and it was on a weekend.  Will be filing a complaint with the Montana state board of insurance.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/19/2024

  Home Warranty of the Midwest, Inc. does not reimburse for work completed without prior authorization as stated in the terms and conditions of the agreement.

• Initial Complaint

  Date:03/04/2024

  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.

  This one year home warranty was bought for me by the people I bought my house from in September 2023. *************************, I think was her name. I cannot believe you have accredited this business. This was a complete waste of their money and my time. I had an issue with my refrigerator end of last year. They said they don't cover it. Now I have an issue with my dishwasher, they gave me the ONE place that will work for them. I called them, they don't work on Frigidaire products. ALL of my appliances are Frigidaire. This company received $500 for doing absolutely nothing. I will have to go price new dishwashers now on a disability paycheck. I am so disappointed in this company. How is this conduct legal? I would like to leave a review for them so others can read my treatment from this rip off company.

  

  Business Response

  Date: 03/04/2024

  We have reached out to this homeowner for a resolution and are working on the issue with the customer.

• Initial Complaint

  Date:02/14/2024

  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.

  In January we noticed the furnace wasn't heating our home properly. I called home warranty and they promptly sent someone to diagnose the issue. The furnace had a heating element burn out. The problem was the part could not be ordered. Due to this, **************** said the furnace needed a new heat pump and air handler. Home warranty said they would only pay for the cost of a new heating element, which couldn't be ordered or repaired and was nowhere near the cost of a heat pump and air handler. I spoke to a supervisor who was rude and condescending. Home warranty was going to pay $650, but the supervisor then back tracked and said they would only pay $300. **************** quoted me at $7600. We have had this warranty for 5 years and never filed a claim until recently. We felt the agreement was in good faith, but it turns out we were wrong!

  

  Business Response

  Date: 02/15/2024

  Thank you for contacting Home Warranty ****  The technician who came to your home diagnosed the issue as 3 heat strips were not functioning.  He also stated that the part was no longer available.  The terms and conditions of agreement with Home Warranty **** (which you have attached) under COVERAGE #2 reads in part: 

  Items for which parts or technical information are not available due to government
  mandated restrictions, parts availability, non-readable or missing
  make, model or serial numbers will be assessed a repair estimate based
  on a comparable repair.

  You were given an estimated repair cost of $650.00, and Home Warranty **** will honor this. Thank you for bringing this to our attention.  Any issue with one of our staff will be handled internally.

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21291982
  
  I am rejecting this response because: **************** you provided me with said the part wasnt available for them. If you would allow me to get a 2nd opinion from my own HVAC company then I would gladly accept this resolution.

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

  

  Business Response

  Date: 02/19/2024

  The customer is allowed to have a technician of their choice come to diagnose the problem.  The technicians that we refer to our customers, do not work for Home Warranty ****  These companies have agreed to invoice us for the authorized reimbursement amount. We feel this is a win-win situation for the homeowner who may not have the resources to pay for the services and the technician who is then reimbursed by us within 3-4 business days after completion of the work.
  At any time you may have a second opinion completed on your HVAC.  Home Warranty **** does not reimburse for a second opinion unless we specifically ask for one.

  This customer has approved for reimbursement of $650.00 as per the terms and conditions of the warranty previously stated.  We do apologize for any inconvenience or misunderstanding which may have occurred.

  Thank you,

  ***********************

  Home Warranty of the Midwest, Inc.

• Initial Complaint

  Date:02/07/2024

  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.

  Purchased home warranty end of Aug 2023, after reading advertisement and ******************* Incident occurred Jan 12, ****. Company refused to cover repair expenses. Extremely rude, would not tell us where in the policy it said this repair wasn't covered. We paid for a 14 month policy, unsure of the amount. Paid our deductible to contracted repair company, and had to pay for repair ourselves. Requested a cancellation of policy on Jan 23rd, have not received balance of payment for plan. Also requested the company pay the original estimate to help us off-set the expense of us having to pay for the repair ourselves, in the amount of $2,149.73. Have not received any helpful communication from their representative during the claim process, since cancelling the policy, or from the local representative for that company. Most recently tried to make contact & request communication and resolution on Jan 26, ****.

  

  Business Response

  Date: 02/08/2024

  Thank you for reaching out to Home Warranty ****  The customer's garage furnace froze when the temperature was -50 degrees.  The terms and conditions of the warranty LIMITS OF LIABILITY #1 reads in part:

  "1. 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 **** will not be involved in the reimbursement of this homeowner.  We do apologize for any misunderstanding which may have occurred.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21261165
  
  I am rejecting this response because:

  The furnace in the garage was not frozen when it stopped working on Friday Jan 12. It froze over the next three days before the technician came out, on Monday Jan 15. That is not what caused the failure, the failure was located in the mechanism itself. The freezing was a byproduct of the unit not working.

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

  

  Business Response

  Date: 02/09/2024

  Home Warranty **** has reviewed all the information provided to us.  The licensed HVAC technician cited the condensate line froze causing water to back up into the furnace, which then caused the control board to short out.  Based on the terms and conditions of the agreement, Home Warranty **** will not be reimbursing the homeowner for this claim.  We do apologize for any misunderstanding.

   

  Sincerely,

  ***********************

• Initial Complaint

  Date:02/06/2024

  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 a letter from Home Warranty stating that IF I want to renew my policy with them, I need to contact them. I shouldn't, then, contact them if I don't want a policy. Yet, I contacted them to day to ensure that they don't renew the policy. I find out that they, without permission, withdrew money from my account today. I want my money back. They had no permission to pull my money.

  

  Business Response

  Date: 02/06/2024

  Home Warranty of the Midwest, Inc. has issued a refund to this homeowner.  We apologize for any miscommunication which may have occurred.

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21251328
  
  I am rejecting this response because: I checked with my bank and they have heard nothing, received nothing nor have I received anything. Where  is the proof of this?
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 02/08/2024

  Home Warranty **** has issued a refund to this customer on February 6, 2024.  If your refund has not been received within 10 business days, please contact us directly. 

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21251328
  
  I am rejecting this response because:
  I have had issues with company before. People are not always told the truth from this company.  They had no authorization to take my money in the first place. This needs to stay open until I get money back. I just checked with my bank. They have nothing from Home Warranty.

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

• Initial Complaint

  Date:01/30/2024

  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 filed a claim on 29 Jan **** for a garage door opener. When the tech inspected, he stated both garage door openers were completely shot and needed replacing. Upon speaking with *** he called me and immediately was combative and argumentative. When I tried to reason through his questions and combative nature he continued to tell me he would listen to my other calls on a recorded line and other means of working to disprove my claim. When I asked respectfully if I could speak with his manager he stated I am the manager, there is no one above me. When I stated that we are paying money for this service he told me we are only paying $500. I am blown away by the lack of respect and professionalism and would not wish an interaction with *** or this company on anyone I know. I wish I had never dealt with this company

  

  Business Response

  Date: 01/30/2024

  Thank you **** for speaking with me today.  I appreciate your candidness and honesty.  I appreciate your cooperation in resolving this situation.

  ****

  Customer Answer

  Date: 01/31/2024

   
  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. The people I spoke with after the incident were incredibly professional, helpful, and solution oriented. They did everything in their power to ensure that everything was handled properly. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/10/2024

  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.

  My furnace went out, and Im supposed to have coverage via Home Warranty, **** up to $2500 for basic, and an additional $2500 for the enhanced HVAC coverage I purchased. My technician called them from my home and told them that it was the entire unit the needed replaced. Somehow Home Warranty is trying to say that its just as part, and are trying to only reimburse me for what the equivalent of that part would be. Again, multiple times my technician and I have stated to Home Warranty that it is not a one part problem, its multiple, and the entire furnace needs to be replaced. For an $9000-$11000 job, they somehow think its acceptable to only reimburse $1700although once again MULTIPLE times myself and my technician have stated that this is a result of the entire unit failing, not one part.

  

  Business Response

  Date: 01/11/2024

  Thank you for contacting Home Warranty Inc.  We appreciate the opportunity further clarify our claims process.  The technician who came to your home diagnosed the part failure as a cracked heat exchanger.  The heat exchanger is no longer available for your unit. The terms and conditions of the agreement COVERAGE #2 reads in part:
  
  Items for which parts or technical
  information are not available due to government mandated
  restrictions, parts availability, non-readable or missing
  make, model or serial numbers will be assessed a repair
  estimate based on a comparable repair
  
  Our service department determined a comparable repair cost at $1200.00 for the heat exchanger.  They also factored an additional $500.00 for the enhanced HVAC coverage for failures due to lack of routine maintenance and or system modifications to your unit.  

  Thank you for sending in the paid receipt.  The reimbursement amount has been issued to you and mailed to the address on file.

  Sincerely,

  ***********************

  Compliance and Regulatory

  Home Warranty of the Midwest, Inc.