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:01/04/2024

  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 purchased a home in October of 2022. The purchase came with a 1-year warranty from Home Warranty, **** I initiated a claim for electrical work. I followed all steps required for warrantied work. I had to follow up 3 times with Home Warranty, **** to finally have someone tell me via a phonecall that my case was overlooked and they would get on it right away. After a return call, I was told most if not all of repairs were not being covered. The contractor I selected to do the repairs was *************************************************. After subsequent phone calls to **********************, they agree that Home Warranty, **** is not being honest and that most contractors won't work with home warranty companies because "they are a scam". I asked to speak to a manager who I thought would remedy the problem. He only made it worse by being condescending, calling my a liar and hanging up on me. I am still waiting for correspondence from Home Warranty, **** to follow up on this. At this point I do not know where my claim stands. They have only sent me out renewal notices as the original warranty is now expired but I will not be renewing as they have yet to follow up on this claim. I followed through on my end what was expected of me as a homeowner, I expect and will accept no less from Home Warranty, **** to pay off this claim and let me get my work done. As it stands, the initial claim is still unanswered and no repairs have been done. ********************** has agreed to come back to do the work but Home Warranty, **** claims they will be giving me nothing. I don't think this is even legal on their part but I am waiting for an official response from the company. I want the claim work done, completed and paid for by what I believe falls within the boundaries of the contract.

  

  Business Response

  Date: 01/04/2024

  Thank you for contacting Home Warranty Inc.  On November 24, 2023, you stated to our service department that the electrical has not worked for you since living in the home.  Our service department spoke with you on December 19, 2023.  During this conversation you informed us that the electrical has never worked properly for you since living in the home. The terms and conditions of the warranty COVERAGE #1 ..".. items must be in normal operating condition when coverage takes effect..."   Therefore, your electrical is not covered under the warranty.  We do apologize for any misunderstanding.

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21092997
  
  I am rejecting this response because: I believe business is not acting within the terms of the contract. I also believe the business is obligated to help the customer (me) in resolving this issue. The business representative is fabricating an untruth stemming from a conversation we had on the phone. His claim is that he thinks he "heard" something when in truth he is misunderstood. The person I spoke to on the phone appears to be the person answering this response. If he is not the owner of the company, I'd like to speak to the owner/s. If he is, I expect him and his company to fulfill their obligation under the stated terms on the contract. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/16/2024

  All complaints are reviewed by the Regulatory and ********************* and are not routed to the original claim adjudicator contrary to what this former client has alleged.  We have reviewed all calls and stand by the information given to us twice by the client and will not be reimbursing for the rewiring of her house which her technician stated was necessary to repair her pre-existing electrical issues.

  Thank you,

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

  Compliance and Regulatory Officer

  Home Warranty of the Midwest, Inc.
  

   

• Initial Complaint

  Date:01/04/2024

  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.

  We purchased a home warranty at the purchase of our home in mid August. In October we filed a claim on coverage for a microwave. We repaired the microwave and the repair did not last which resulted in a replacement. They tried to no pay for the replacement as they covered the failed repair. This was ultimately negotiated to partial coverage. In December our heat pump and AC failed and had to be replaced. After multiple calls with our service tech they denied coverage as our model number sticker had fallen off the outside unit. This was after they approved $400 in repairs. Also in phone conversations a supervisor named *** yelled and hung up on our tech and then yelled at myself. This occurred on 1/3/24.

  

  Business Response

  Date: 01/04/2024

  Thank you for contacting Home Warranty ****  We have reviewed the information for your claim.  The technician spoke with our service department stating that the data plate had been removed.  Based on the terms and conditions of the agreement removal of the data tag disqualifies the unit from coverage.  Home Warranty **** appreciates bringing to our attention the interaction you had with our staff.  We will review the phone calls and resolve any unprofessional conversations internally with the staff member(s) involved.  

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21091882
  
  I am rejecting this response because:
  I have been unable to find anywhere in our paperwork that states the information concerning the plate. Before this moved up to the supervisor level we had been given a value of $400 for one of the necessary improvements and to back track that seems unethical. In addition to that I question the legality of that clause as the unit came into our possession without this sticker with model information and we were not notified at that time that it would be an issue. If it had we would have been hesitant to enter an agreement.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/04/2024

  Home Warranty **** has reached out to the homeowner for resolution.

   

• Initial Complaint

  Date:12/15/2023

  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.

  Agreement Number: H294152-C Start Date: October 11, 2023 Expiration Date: December 11, **** Plan Sold By: Home Warranty of the Midwest Purchased a home warranty with our new primary residents. There was no issues noted with appliances during inspection or shortly after purchasing.The gas range developed a beeping sound while oven was in use and an igniter tried to light more than one burner. At the same time. The issues occurred simultaneously.I contacted the warranty department and they initiated a claim. They advise for me to pay an appliance technician to respond to the residents and send an estimate back. I hired an appliance technician and he advised what repairs were needed. I provided the warranty company with the estimate.The warranty company then advised that I would need to pay seven deductibles of $100 each to get the appliance repaired. I disputed this as it was only one claim.I then referred back to ************************ and he advised that this is not common practice or industry standard for home warranty services.I tried to contact the warranty department for a supervisor and they did not contact me back.This issue is unresolved. Future customers should be aware of these business practices.

  

  Business Response

  Date: 12/18/2023

  We have reached out to the homeowner and resolved this issue.

  Thank you,

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

  Compliance and Regulatory

  Home Warranty of the Midwest, Inc.

• Initial Complaint

  Date:12/11/2023

  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 had paid this company for a home warranty to cover repairs on my home, which they at first agreed to pay, when I had to look for another plumber who charged a bit more than the last one they company refused to pay stating they do not cover this issue. I have paid this company $800 for their service, which they now refuse to pay to fix the issue. I am requesting my full money back for the plan.

  

  Business Response

  Date: 12/11/2023

  There is no address for the customer in the complaint so we searched by first name, last name, phone number and zip (which leads to *******) and could not find a file for her.  Could ******************** please provide a property address or contract number?  Also have her confirm which company she is complaining about as several have similar names.

  Customer Answer

  Date: 12/11/2023

  This company refused to pay out on my warranty, so I decided to cancel my service and get a full refund of my $800

  Customer Answer

  Date: 12/11/2023

  Home Warranty #******** 

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

  *******, ** 79415

  

  Business Response

  Date: 12/12/2023

  Thank you for reaching out to H3238383035343**837H Inc.  We appreciate the opportunity to respond to the issue you are experiencing with our H3**93038353635383938H.  The technician who came to your home diagnosed the issue as a leaking pipe going to the shower head.  The total cost of repair was $225.00.  Our service department authorized a repair estimate of $50.00.  We do not cover the costs associated with gaining access to the leak or restoring the access point.   As per the terms and conditions of the H3**93038353635383938H EXCLUSIONS #** reads in part:

  
  "Removal or reconstruction of, or subsequent or incidental damage
  to, systems; appliances; units; landscaping; and walls, floors,
  carpeting, tile, ceilings and the like necessary to make repairs is
  not covered."

  
  Your request to cancel has been honored and we are processing the refund at this time.  Please allow 2-3 weeks to receive payment.

  Sincerely,

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

  Compliance and Regulatory

  H32373**4303934393335H.

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20990344
  
  I am rejecting this response because: why would it take 2 to 3 weeks to get my refund, it did not take that long to pay for the service?
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/09/2023

  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 11/9/2023 I spoke With ******************* who informed me that they could not change the reimbursement total from the previously stated $78 to $178 of our total $278 plumbing bill, decreasing the number of deductibles we would be paying. I informed him that there was confusion on the wording in of the policy. I felt that the entire repair would constitute as one incident but he informed me that "I am lucky that they were only charging me for 2 deductibles because it should be charged for the total amount of water lines regardless if they are connected to the same sink." I am appalled that this service and seems unethical and poor customer service.

  

  Business Response

  Date: 11/10/2023

  ******,

  Thank you for speaking with me this morning.  I appreciate your honesty and candidness regarding your experience with Home Warranty Inc.  We take all complaints from our customers seriously and this situation will be handled internally.  I'm happy to have been of assistance to you.  Again, thank you!

  ***********************
  Compliance and Regulatory Officer
  Home Warranty Inc.
  ************
  www.homewarrantyinc.com

• Initial Complaint

  Date:08/28/2023

  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.

  When I purchased my home in September 2023 a home warranty was included in my purchase. Every time I have contacted about an issue with the house, they say it isnt covered. Most recently, I had a bathroom issue. The pipe and ****** were leaking. I read in detail the plumbing coverage. The home warranty company claims this a fixture and would not have coverage. I verified with the plumbing company and a local store. No one would consider this a fixture. When speaking with the company, they make it seem as if you dont understand and always have excuses for why it is not covered. I have uploaded the section of the policy referring to plumbing, pictures of the repairs as well as a receipt of the work done.

  

  Business Response

  Date: 08/30/2023

  *****,
  Thank you for reaching out to Home Warranty **** and allowing us the opportunity to further explain our warranty.
  The refrigerator claim you made was on a second refrigerator located in your garage.  The agreement covers 1 refrigerator servicing the main living area of the home. 
  The plumbing leak in your drop ear is not a covered item under the home warranty agreement.    
  For you to receive a refund, please send a cancellation letter to ********************************** stating you wish to cancel your warranty. Our accounting department will then issue a pro-rated refund less cancellation fees to the address on file.  

  Thank you,

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

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20532616
  
  I am rejecting this response because:
  
  I may have misworded but I would like to be reimbursed my expenses for the plumbing expenses, not a refund of the policy. No where in the policy which I have attached does it state that the plumbing pipe replacement would not be covered. I think the policy should be reviewed and appropriate response be given for the repair in terms of reimbursement for the repairs.

  I even had a plumbing professional read the exclusions and dont see anything that would indicate that the services shouldnt be covered other than representatives from Home Warranty saying it is not covered. 

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

  

  Business Response

  Date: 09/05/2023

  Home Warranty **** makes every attempt to clearly and concisely list parts which are covered and not covered.  Our plumbing coverage stops prior to the fixture.  Home Warranty believes the ear drop to be part of the fixture.  We will not be issuing a reimbursement for a non-covered item.  We apologize for any misunderstanding which may have occurred.  

• Initial Complaint

  Date:08/01/2023

  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 contacted the warranty team when my AC went out in my home. Spent countless hours and emails back and forth trying to get resolution and get a new unit. I was advised they do not cover appliances and units in the home at time of purchase. that is the sole reason a home owner takes out the warranty. I provided all my document of maintenance on my ac unit and even paid in our first year of living there over $675 to recharge the unit as that was the suggestion of the warranty team. 4 years later we had an inspection done to find a leak at the evaporator and condenser. After paying them well over $3000 for this warranty over 4 years they were not willing to cover the unit even after speaking to members of management. I feel like they took advantage of me and had no intention of ever covering any claims i submitted. I either would like them to honor the contract and cover my ac unit - or reimburse me all monthly payments i paid from Feb 2017 - August 2022

  

  Business Response

  Date: 08/01/2023

  Thank you for the opportunity to respond to this homeowners concerns.  This customer cancelled her coverage in August of 2022.  We have addressed these concerns prior to her cancellation.  Due to this customer not being active for over 6 months, she is not eligible for further claims adjudication.

  We apologize for any misunderstanding.

  Sincerely, 

  ***********************
  Compliance and Regulatory Officer
  Home Warranty Inc.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20402487
  
  I am rejecting this response because they were unwilling to assist with the repair when I paid every month for over 4 years of living in the residence.  So yes I canceled because why would I continue to pay when the manager told me they don't cover units in the home at time of purchase of the home.  They were dishonest from the start  

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

• Initial Complaint

  Date:06/14/2023

  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 moved in our current home in June of 2022. In November of 2022, Home Warranty of the Midwest **** partially paid for a new switchboard for our hvac system. Our compressor failed in our outside unit a few days ago, and we had 2 hvac companies recommend in a detailed diagnosis to replace the whole unit. At first, Home Warranty said they would only cover a new compressor. Without even calling us to inform us, we called them, only to find out yesterday they are now refusing to pay for anything to do with our hvac system because our inside and outside units are not from the same manufacturer. They partially paid for a switchboard last year on the exact same hvac system, but are now choosing to not cover anything in regards to the system. My 4 kids and husband and I are having to sit in ********* heat without air because these people are picking and choosing what they're gonna cover and not cover. I am frustrated and angry.

  

  Business Response

  Date: 06/16/2023

  Thank you for contacting Home Warranty.  We appreciate the opportunity to further explain the warranty agreement.
  The primary issue with your furnace last October was the control board.  Home Warranty only required the manufactures information for the inside unit to determine the cost associated with the control board. When the claim was filed on youre a/c unit, we required information for the exterior unit.  Upon further review of the model and serial numbers, our service department determined that these units were mismatched.  The terms and conditions of the agreement HEATING VENTILATION AND COOLING SYSTEMS; WATER HEATER coverage #1, NOT COVERED, reads in part:
  improperly sized or mismatched systems;
  
  We do apologize for any misunderstanding and hope that the discussion with our department manager further clarified this situation to your satisfaction. 
  
  Sincerely,
  
  ***********************
  Compliance and Regulatory Officer
  Home Warranty Inc.
  ************
  www.homewarrantyinc.com

• Initial Complaint

  Date:06/12/2023

  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 moved into my house in October 2022. About 2 weeks ago my **** broke. I contacted my warranty company and they had me contact a company to send a tech out. The tech said the whole system needed to be replaced. The warranty company then told me the broken **** was a preexisting condition. I told them when I toured the house before buying it worked, and that I turned it on when I bought the house to make sure it worked and to cool it down to the level my wife and I wanted it at. They told me I had no proof it ever worked and that they googled what the weather was in October and November and said it never got hot enough where the **** could have gone through a full cycle for me to realize it was broken. My realtor company, *****************************************************, found a home inspection that was done in September of 2022 and sent this paperwork to the warranty company. This inspection found no issues with the ****. The warranty company still is saying the broken **** is a preexisting issue and they will not cover the replacement, or even part of it. I have a child due in 2 weeks and my house has been 80 degrees inside most days. I therefore now must contact my own **** company and take out a loan to replace the **** prior to my child coming because the warranty company will not replace an item that is covered and broke. Therefore I would like the warranty company to refund me the money I must pay out of pocket to make my house livable for an infant, I was quoted about $3500.00 to replace my system.

  

  Business Response

  Date: 06/13/2023

  Home Warranty has reached out to the homeowner with information on receiving a refund.  

• Initial Complaint

  Date:05/31/2023

  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 5/26/2023 our master bathroom lights went out along with half of the outlets in our master bedroom. I went to our breaker box to examine it for a tripped breaker but there were no breakers tripped. I could hear popping and cracking sounds inside the electrical box and saw a flash of light, but then it settled down and went back to its normal hum so we planned to call Home Warranty *** after the Memorial Day holiday weekend. On 5/28/2023 we were about to leave the house when my wife smelled something toward the back of our house. I went to check it out and as I approached our breaker box I could hear more popping and cracking and could barely breathe due to the burning smell. We quickly called the fire department and they came out and found that the box has reached dangerous temperatures and said it was good that I turned off the power when I did. They waited for the box to cool down and checked to ensure no fire had started and told us to keep the power off until an electrician can address it. We started a claim online and called a 24/7 electrician in the area. They examined and confirmed the box had failed to trip the breakers and burned out. The technician spoke with the ************** at home warranty ***, who did not accept his examination that the box burned out because it failed to trip which is known to happen with this type of ITC box. We had a second electrician opinion on 5/29/2023, he confirmed the same and told Home Warranty ***, they refused to accept again. We called their recommended electrician who told us they couldnt get to us until Thursday or maybe Monday of the next week, but that we could just turn our power back on because the electrical arcing wouldnt cause any problems and would just trip the breaker which is ridiculous, the box is failing to trip and electrical arcing can and will cause an electrical fire. We expect better service from Home Warranty *** and we are requesting reimbursement for the cost of the new panel and labor.

  

  Business Response

  Date: 05/31/2023

  Thank you for reaching out to Home Warranty ********** *********** technicians we recommend do not work for Home Warranty.  They work for the customer.  ******************** **** reaches out to small independent companies who agree to invoice ** third party.  This arrangement alleviates the financial burden on the homeowner and ensures the technicians are reimbursed promptly.  The technicians do not speak for Home Warranty ****
  The home inspector you hired to inspect the home noted several deficiencies in your electrical box and recommended you have a licensed electrician evaluate the panel.  The terms and conditions of the Agreement with Home Warranty **** COVERAGE REQUIREMENTS #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 warranty
  coverage are pre-existing conditions and are not
  eligible for coverage under this Agreement.
  
  Home Warranty has since spoken with this homeowner who has informed ** that the electrical was fixed by the previous homeowner and will be sending in the information.  Once Home Warranty receives this information,we will review the claim again.