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:05/26/2023

  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 got approval to have a tech out to repair our fridge, home warranty is redusimg to fix the entire issue only a portion of the issue. Tech and ******* both told us if both are not fixed the fridge will not continue to operate. One part power's the other. I requested explanation in writing and they are refusing yo give it to me. They keep giving me the run around.

  

  Business Response

  Date: 05/31/2023

  We have been in contact with this customer and have reached a mutual agreement.

  Customer Answer

  Date: 06/01/2023

   
  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:05/26/2023

  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.

  We were given a home warranty by the seller's of our new home and they do not seem to cover anything that could possibly go wrong with a home. Their so called "peace of mind" for the new homeowner's will not cover A/C unit failures since it "wasn't working at the time the policy took effect." How do they even know it was not working? The ** unit was working at the beginning of the summer and has since failed, but they only go by what is submitted with the original claim. Sorry I failed to mention that in my original claim. They would rather let families suffer in the heat than help the customers get some sort of financial help towards a resolution. I have submitted a claim for a plumbing leak as well so I will see if they end up helping us in any way with that. It's a shame that a business can survive that takes advantage of people and does not cover anything that should be within a home. This policy has given me absolutely no peace of mind and has disappointed and infuriated our family. It sounded so promising when we learned about it originally.

  

  Business Response

  Date: 05/26/2023

  Thank you for your submission and allowing Home Warranty **** the opportunity to explain our position regarding your air conditioning unit.  I have listened to the phone conversation with our representative.  During this conversation, you had stated that you did not know whether the air conditioner worked prior as you have never turned the unit on.  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.
  

  We apologize for any misunderstanding which may have occurred.

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

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20106504
  
  I am rejecting this response because:
  I had forgotten that my wife had previously had the air on (on May 7, 2023) while I was away on a trip due to high humidity and temperature in the home. Therefore the unit was working when coverage took effect on 3/10/2023. I had forgotten that she had previously used the air conditioner before I submitted the claim and told the customer service representative that we hadn't used it. Please see the attached text from my wife to me on May 7 along with the outdoor temperatures and humidity from that same day. If I would have remembered that my wife had run the ** previously then I would not have said we had never turned it on... you have to understand that people make mistakes and what they say should not be a binding contract. I have also attached the terms of ** coverage from Home Warranty ***** website which states that the repair should be covered. Please don't sell home warrantys to customers telling them that the sellers and buyers will have peace of mind that they will be covered when an appliance breaks when you clearly have zero intentions to help your customers. False advertisement at its finest!

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

  

  Business Response

  Date: 05/31/2023

  Based on the information given to ** from the homeowner when they initially filed the claim, the air conditioning unit does not qualify for coverage.
  We do apologize for any misunderstanding which may have occurred.

• Initial Complaint

  Date:05/23/2023

  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 purchased a home warranty policy from Home Warranty of the Midwest **** on July 19 2021 (Agreement No: 226758-C) and was prompt with making monthly payments to them. On February 7th 2022, my water heater seemed to leak water on the side and I got scared and called Home Warranty of the Midwest **** They asked me to get in touch with two contractors and they both declined to provide service. Then, I was asked by Home Warranty of the Midwest **** to fix the issue with any contractor of my choosing and I did so. Upon inspecting, the contractor I called said it's a safety hazard and asked me to immediately turn the water heater off because it can blow off any minute and that it definitely needs replacement. The replacement costed me $1,650 and when I submitted a claim with Home Warranty of the Midwest ****, it was immediately denied I was repeatedly told by the claims manager, "Sir, I am not going to cover your water heater". I felt very bad and betrayed by this company. I also felt the claims manager was rude in treating **** tried submitting an appeal of the decision with Home Warranty of the Midwest **** as I was very confused why it was denied. According to the contractor who serviced the water heater, it needed immediate replacement and it is safety hazard to continue operating the old, faulty one. For the appeal, the same person who initially denied my claim called me again and unsurprisingly denied my appeal too. It is very unethical to have the same person handle the claim and the appeal.I was not paid a cent for my water heater replacement.I request that BBB holds Home Warranty of the Midwest **** accountable and get them to pay me what I am owed.

  

  Business Response

  Date: 05/26/2023

  Home Warranty has reached out to this customer for a resolution.

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20087974
  
  I am rejecting this response because:

  NO ONE HAS REACHED OUT TO ME FROM THIS BUSINESS! 

  There's no communication whatsoever. But they are claiming here that they reached out.

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

  

  Business Response

  Date: 06/08/2023

  Home Warranty has resolved this issue with the homeowner.

  Customer Answer

  Date: 06/11/2023

   
  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:05/16/2023

  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.

  Very frustrated with this company as they are sending me in circles and they take forever to get back to you. My AC unit went out I had a company B and D plumbing come out and he tested it and it had like no Freon. Called home warranty and they said we needed to talk to them when a rep was there and before they cover anything they would have to confirm it is a leak and where it was to determine costs of fixing or replacing. Had northern heating and air come out and they proved that the leak was in the coil and quoted for repair and new unit as well due to the age of the unit not worth being fixed. Talked to hole warranty again and now they are telling me that I should go ahead and fill the unit with R22 even tho we know we have a leak and it is going to leak back out. I brought up the environment and they said they have up to 10 percent that can leak out. I feel like I am getting the run around and my house is hot and I dont have AC. They said they were going to have their guy contact me and come out but he never has. I am at the point of just giving up because I have already paid twice for technicians to come out and they keep making up excuses. We are so lucky to have Better Business Bureau to help. I cant keep living like this nor do I want to spend any more money trying to prove to this company. Their logic does not make sense. Please help

  

  Business Response

  Date: 05/19/2023

  Home Warranty has been in contact with this homeowner and we are working towards a resolution.

  Customer Answer

  Date: 06/29/2023

  Here is the deal. After being told multiple times that they would not cover this unit I took matters into my own hands. 
  They first told me to have a tech come out and diagnose the problem. The tech said he thought it was a leak, but the only way to be sure was to test it with a leak detection. 
  Called home WARRENTY and they said and I quote in order for us to cover anything we need to know the problem and the only way to know is to test it for a leak. So I tested it for a leak and they found a leak in the coil. The coil cost was well over 3 thousand dollars. I called home warranty back and they said that they recommend now filling it with Freon and see if it leaks out. It was ***** dollars to fill it with R-22 I believe that is what it is called. Keep in mind I have already spent 500 dollars on a service call and a leak detection. To find out my coil is leaking Freon. Why wouldnt you have me fill it will Freon first and if it leaked out we would have known there was a problem. Keep in mind my tech said he didnt even feel comfortable putting in Freon which is bad for the environment when he knew there already was a leak. I told home ******** about this and they said they have someone that would do it for couple hundred dollars and would get ahold of me. He never got a hold of me so I was done with home WARRENTY at this point they clearly did not want to cover anything or do anything for me.  I was just very disappointed with the service I got. I would have not even considered buying WARRENTY if I would have known this is how it goes. I bought a house and didnt know anything about appliances.  This is also why I decided to stop talking to home WARRENTY as they truly dont care. I have all documents to prove the service calls and inspection reports if needed.  I truly hope we can come to an agreement that this unit is totaled out as I did call two other companies and said I have a leak in my coil what do you recommend and they said the coil is very expensive and on a 20 year old ac these repairs would not be worth it. I will not be putting any more money into this unit as home WARRENTY does not want to cover anything. I looked up home WARRENTY policy and a leaking coil was one of the reasons a unit would be covered but they said they would not cover it. Thank you for your time and I ask that we can agree that this unit is in fact totaled and I have jumped through so many hoops for them that they understand.  I hope you also understand they say I have a right to who ever I want to fix my ac unit but then they try to send out a company I have never heard of and they company took forever to try and get ahold of me. 
  
  Thank you 
  

  
  

  

  Business Response

  Date: 06/30/2023

  Home Warranty initially contacted this customer who agreed to have another technician come out at a reduced rate to charge his system.  Home Warranty contacted a service technician in his area who would service his air conditioner and charge the system for a lesser amount.  The technician attempted to contact this customer several times to set an appointment, and the customer did not return any calls.  When Home Warranty was contacted by the servicer with this information, we also attempted to contact the customer.  ******************** now understands why we did not receive a call from the customer as by his own admission, he ignored all calls and all attempts to remedy the situation.  

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20066660
  
  I am rejecting this response because: like I said before you told me I had to have a technician out to tell home WARRENTY what the problem was I did that. First technician said leak in system. Then you told me that you would need to verify that there actually was a leak in the system. Had another company come out and technician verified that there was a leak. I did that as well and spent over ************************************************************************ as the customer to refill the ac unit with R-22 which would be another **** dollars. After knowing that this system was leaking. You as a business failed to stand behind your service. You told me that you had a guy who would get ahold of me never did for a couple days. Then I took matters into my own hands because you also said I could go through who ever I wanted an after looking up reviews on the company you wanted to send to my house. I did not feel comfortable with their service standards.
  which is why we are in the position we are now and why I contacted Better Business Bureau because I truly feel that you kept saying you would not cover anything. Why would I keep spending money on a unit you guys would clearly cover nothing. Even after reading your policy. Attached is both technician reports you wanted to. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 07/05/2023

  I am rejecting this response because: like I said before you told me I had to have a technician out to tell home WARRENTY what the problem was I did that. First technician said leak in system. Then you told me that you would need to verify that there actually was a leak in the system. Had another company come out and technician verified that there was a leak. I did that as well and spent over ************************************************************************ as the customer to refill the ac unit with R-22 which would be another **** dollars. After knowing that this system was leaking. You as a business failed to stand behind your service. You told me that you had a guy who would get ahold of me never did for a couple days. Then I took matters into my own hands because you also said I could go through who ever I wanted an after looking up reviews on the company you wanted to send to my house. I did not feel comfortable with their service standards.
  which is why we are in the position we are now and why I contacted Better Business Bureau because I truly feel that you kept saying you would not cover anything. Why would I keep spending money on a unit you guys would clearly cover nothing. Even after reading your policy. Attached is both technician reports you wanted to. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/06/2023

  Home Warranty **** has attempted to contact the homeowner.  We offered options for a resolution.  As by the homeowners admission, he refused to return our calls or the technicians calls.  We will leave this claim open in the event that the homeowner is willing to reconsider working with us towards a resolution.

  Thank you,

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

• Initial Complaint

  Date:05/15/2023

  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.

  In November of 2022, I notified Home Warranty that my air conditioner was out. I was told that I would have to add freon, at my expense, and to let them know about the leakage. I waited until March, when it started getting warm, to do so. The freon leaked out. I had a technician to come out and I also had the technician to talk to Home Warranty's people to tell them what is going on with the unit. Home Warranty then emailed me that they needed more information so I paid the technician to come back over and I personally heard the technician tell them the model # and the serial # of the unit. A few days later, I was asked for other info that they should have asked the technician for when they had him on the phone. I assume that they have a checklist to go by. They then asked me for the model and serial #'s again. I feel as though I am getting a run around with this company. In January, they gave me about $330.00 to replace my water heater. I paid over $900.00 for a good one that should last. They didn't want to pay anything on a claim that I had for my refrigerator, so I bought one for $1,200.00. I'm old, I'm disabled and I am a veteran and I don't think that they are doing me right.

  

  Business Response

  Date: 05/18/2023

  Mr. ********,
  Thank you for contacting Home Warranty ****  We appreciate the opportunity to respond to your concerns with the claims filed.
  The technician diagnosed the air conditioner as a failed compressor and a leak in the coil.  The technician was able to resolve the leak while onsite, with no charge.  This claim has been pre-approved for the failed compressor, and we are awaiting the paid invoice for reimbursement.  Our claims department has since spoken with you regarding the amount of reimbursement. Should you have further issues with your air conditioner after repair,please dont hesitate to contact Home Warranty ****

  Your water heater issue was diagnosed as a failed gas valve.  Home Warranty has reimbursed the amount for this.  We are happy to have helped financially with the replacement of your new water heater.
  Home Warranty has not received a diagnosis for the leaking water in your refrigerator.  Without a diagnosis from a technician, we are unable to further the claim process. 

  
  Thank you for being a valued customer.  We look forward to assisting you with future repairs.

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

• Initial Complaint

  Date:05/15/2023

  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.

  Back at the beginning of April, we contacted Home Warranty about an issue with our furnace. A technician from Waterbury here in *********** came out to take a look at it. While he was he we asked if he could take a quick look at the *** He turned it on and nothing was leaking and used his digital temperature gun to check the air coming out from the *** He told ** it doesn't seem to be cooling too much and his best guess is it could be out of refrigerant but if it's cooling for you to run it as we were going to have some 80-degree temperatures in the next couple weeks. During those periods of 80-degree temperature, we ran our ** and it did help keep the temp down in the house and circulate some cooler air. then around the beginning of May, we went to do some yard work outside and notice that there was a lot of an oil substance or refrigerant that had leaked out of the ** that was not there before that week. I called home warranty and put a claim (#******) in and the same serviceman, ****, came and took a look and determined that one of the coils had broke in the ** unit. I then called home warranty after a couple of days cause I hadnt heard anything and they wanted me to reiterate my timline of the events to which I did. I then got a call back the next day from *** who works with the claims who was very unprofessional as he started calling me a liar and said that he knows for a fact there was no refrigerant in the system back in April. If there was no refrigerant back in April I'm not sure how some months later after we ran the ** unit a lot all of a sudden it breaks and we see refrigerant leaking all over the ** unit. ********* then called *** and got the same response, called a liar and told were trying to cheat them out of money. *** was very unprofessional and we would like our claim to be upheld and funds for a new ** unit as we did not have an underlying condition as *** likes to think we did.

  

  Business Response

  Date: 05/17/2023

  ****** and ******,
  Thank you for contacting Home Warranty.   We have reviewed your air conditioning claim.  Our review of information shows that the air conditioner was not in working condition when the homeowner attempted to use it this spring.  This information was told to ** when the homeowner phoned in the claim. The information was repeated to ** when the homeowner phoned later with diagnosis.  COVERAGE REQUIREMENTS #1 states:
  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.
  
  Reviewing all information recieved, Home Warranty has determined that your air conditioner failure is a pre-existing condition and have since closed this claim.
  
  Home Warranty appreciates your concerns about our employees unprofessionalism.  We take these allegations seriously and investigate all incidents thoroughly.  Our ethics team will review all phone calls and interactions with the employee.  Any unprofessional actions will be handled internally.
  Thank you,
  
  
  
  ***********************
  Compliance and Regulatory Officer
  Home Warranty Inc.
  ************

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20056955
  
  I am rejecting this response because:
  The air conditioning was in working order before. We had warm temperatures that came in and we ran the air conditioner and it helped to keep the house cooled. I am not sure what was "pre-existing" as nothing was broke before this spring and then one of the coils broke and it's started leaking coolant. *** kept telling me it was out of coolant which is the "pre-existing" condition you guys keep saying but when it broke it started leaking a lot of coolant which means there was coolant in the system prior to this spring and it was working. I did not say it was not working before as I said we had ran it and it seemed to help cool the house down as the house was cooling down.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/19/2023

  As stated by the homeowner, the technician came out to diagnose a furnace issue in April.  At this time, the homeowner requested the technician also check their air conditioner, prior to the homeowner turning on the unit.  At that time, the technician tested the system and determined the air conditioner was low on freon.  The air conditioner was not turned on before this, as the weather was not conducive to running an air conditioner without damaging the unit.  Since the unit was already low, this means that the leak was pre-existing as the warranty did not start until January when temperatures would not have warranted the use of an air conditioner. 
  Based on the information received from all parties involved,and a review of temperatures for the period in question, Home Warranty Inc.stands by our decision.

• Initial Complaint

  Date:05/10/2023

  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 company about an issue with our furnace on 05/03/2023 after a weird smell started. MidAmeircan deemed there was unburned natural gas in the home as well as carbon monoxide. My children were treated in the ** for carbon monoxide poisoning. The service tech came out and found our heat exchanger was cracked. Home warranty stated the heat exchanger is covered under warranty. However, that only applies to the original home owner and a furnace less than 20 yrs old. Home Warranty *** is only allowing $1200 to cover the cost of a heat exchanger, however the part is no longer being made. We will have to replace the entire unit. Home warranty was notified the heat exchanger was going bad on 03-05-2022 by Reliable 1 service, but since it was not broke at the time, they would not fix it. I want to be reimbursed the cost of a new furnace or the maximum allowed amount. There isn't a dollar amount that can be reasonably placed on an obsolete part. I have 2 children with no heat in my home.

  

  Business Response

  Date: 05/16/2023

  ****,
  Thank you for contacting Home Warranty Inc.  We appreciate the opportunity to further explain our reimbursement process to our customers.
  Our claims department researched the cost of a heat exchanger for your York unit and quoted you a reimbursement amount of $1200.00. This amount is based on what WE would expect to pay for the parts and labor of a heat exchanger for your unit.  The terms and conditions of the warranty 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
  The technician who came to your home stated that the part is no longer available.  In this instance, the reimbursement amount may be taken towards a new furnace for your home.
  We apologize for any misunderstanding which may have occurred.
  
  Sincerely
  
  
  
  ***********************
  Compliance and Regulatory Officer
  Home Warranty Inc.
  ************...

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20038902
  
  I am rejecting this response because:

  A quick ****** search states the cost to replace a heat exchanger is $2000-$3,500. With 8 hours of labor expected. 
  The heat exchanger is the most expensive part of a furnace. 

   

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

  

  Business Response

  Date: 05/24/2023

  Home Warranty uses many resources to determine our reimbursement amounts, including phoning the manufacturers and contacting distributors for actual costs.  A York heat exchanger can cost between $400-$800.  The actual cost is based on the size of the unit (BTUs). Home Warranty **** also includes labor costs at $100/hr.  This is based on the national average.  WE are not responsible for ******** in costs of the product, or labor charges that exceed the national average.
  We have also given you the information for the warranty on the heat exchanger.  As you know, the manufacturers warranty takes precedence over Home Warranty ****  The agreement with Home Warranty *** LIMITS OF LIABILITY #5 reads in part:

  
  Agreement does not cover any appliance or system or part
  failure that is under a manufacturers warranty, recall notice
  and/or service bulletin, or manufacturers defect

  
  As a valued customer of ******************** **** we agreed to honor the reimbursement amount quoted to you by our service department.  Attached is the text message sent to ** by you with the conversation of the warranty, the failed heat exchanger and replacement of the furnace.  Home Warranty always allows our customers to use the reimbursement amount towards replacement. 
  Home Warranty **** stands by our decision to reimburse for the failed heat exchanger.

• Initial Complaint

  Date:04/24/2023

  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 purchased the Home Warranty when I purchased my lake home in ***********, ** in November 2020. The home is located in Cumberland County in ********. This is a very rural county, the house is also used as a VRBO.I have filed (4) claims. The company says they have to find or give you a name of a company that works within their contract. At this time, they have never, I emphasize NEVER, have provided me with a company that will call you back, or is able to respond in a timely manner. Other reasons, its not under the contract to cover that particular claim.Here are (4) examples:a. had renters in July and the air condition went out. Their HVAC recommendation would not respond. I called a contractor, done some renovations, his HVAC company arrived 4 hrs, later. $575. Claim denied.b. A/C unit located on 2nd floor had dehumidifier quit working and I had ceiling and water damage. Claim denied. $2100.c. A/C unit on main floor would not turn on when renters entered the house in March 2023. Called my HVAC repair person who was able to fix the problem within 3 hours of my call. Claimed denied. $435.d. July 3, 2021, full house and refrigerator goes out. Claim denied. $1200.Post COVID, finding contractors, in general is at best, difficult! Having a house in a rural area, adds another layer of problems in finding qualified contractors who will answer your call or that has staff that can accommodate added time in a work schedule, that can work in a reasonable time frame for their customers. if you are doing business and need problems solved in a timely manner, Home Warranty has not been able to provide the service to accommodate my needs as a company that suppose to provide a service for homeowners with homeowners needs. I am waiting to see home warranty response to my complaint before cancelling my contract. I pay $72.08 monthly and as with any insurance, you home to never file a claim, home issues are different and something always breaks or needs repair. Reason to buy

  

  Business Response

  Date: 04/26/2023

  ********************,
  Thank you for contacting Home Warranty **** with questions about your home warranty.  We appreciate the opportunity to respond.
  Home Warranty **** makes every effort to work with all contractors.  We do not require customers to work with someone we recommend, nor do we guarantee we have a contractor in all areas of *****************.  Technicians in our system have chosen to work with us for 3rd party billing only,they are not employed by Home Warranty **** This working relationship is a win-win situation for the homeowner and the technician involved.
  3 of the claims filed with Home Warranty, the work was completed prior to filing a claim.  This situation is addressed in the terms and conditions of the Agreement, COVERAGE #3:
  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.
  Home Warranty does not have any documentation for a fourth claim.
  We sincerely apologize for any misunderstanding which may have occurred with our agreement.
  Thank you,
  
  ***********************
  Compliance and Regulatory Officer
  Home Warranty ****
  ************
  www.homewarrantyinc.com

• Initial Complaint

  Date:03/27/2023

  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.

  My heating unit went out and it's covered by my home warranty policy. I called to submit a claim (claim #******) and was told to have a technician come inspect it. I've had a licensed technician come inspect it and he emailed a report to the warranty company. Warranty company is refusing to pay because they're saying it was due to a storm. It was not due to the storm or the power outage that occurred, the unit was not working before the storm or outage. The unit sits in a closet in a upstairs bedroom. The heating company sent them an email stating it was not due to the storm and they are still refusing to pay. No one from the warranty company has seen the unit to determine it was due to the storm, but a licensed technician has. If it was due to the storm my homeowner's insurance would pay to replace it. I finally talked to a supervisor at Home Warranty company, and he was going to call and talk to the technician, but I am not sure if he got in contact with him. This is a covered service and should be paid for. I paid $698.75 to start repair but it is going to need the entire furnace replaced which is estimated to be an additional $3,865.

  

  Business Response

  Date: 03/27/2023

  Mr. ****,
  Thank you for contacting Home Warranty Inc.  We appreciate the opportunity to review your claim and all information submitted to determine coverage.
  The initial phone call to Home Warranty, the homeowner stated:  During the last storm we had,it (the furnace) went out.  Home Warranty spoke with the technician for further evaluation.  The Technician confirmed that the interior of the system was fried.  The technician further stated that several tornadoes went through and power was lost in many areas.  Our agreement does not cover failures due to power failures/surges.  LIMITS OF LIABILITY #1 states 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 lack of adequate power or water supply, power failure/surges, blown fuses or tripped breakers, unplugged appliances). Items must operate normally following power interruption for coverage to apply.(Surge Shield covered items are exempt.)"

  The homeowner does not have Surge Shield coverage on his policy. 
  We apologize for any inconvenience which may have occurred. 
  Sincerely,
  
  ***********************
  Compliance and Regulatory Officer
  Home Warranty Inc.
  ************
  www.homewarrantyinc.com

  Customer Answer

  Date: 04/02/2023

   
  Complaint: 19855654
  
  I am rejecting this response because: the technician did not say it was due to the storm, infact ***** heating and air emailed the company stating that it was not due to the storm after they tried to claim that it was the storm. The only thing that was ever said about the storm was when it was used as a reference of time of around when the unit had stopped working. Trained professional technicians are stating it did not go out due to the storm, the unit is in side my house my out side unit still works if a storm took it out they would not be working 
  
  Sincerely,
  
  ******* Belt

  

  Business Response

  Date: 04/04/2023

  Home Warranty has reached out to this client for an agreeable resolution to the matter.  Thank you.

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

  Compliance and Regulatory Officer

  Home Warranty of the Midwest Inc.

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19855654
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* Belt

  Customer Answer

  Date: 04/17/2023

  The check that was sent to me that was to reimburse me for money I spent out of pocket for the start of the repair of the furnace was over 100$ short of what it is supposed to be. And the second picture I sent was the amount of the repair to finish the furnace witch they said they would send me then turned around and lied saying that I have to pay for it and they will send me a check after witch I don't have the money to do and they know that and at the same time they knowingly sent me over 100$ less then what I spent on the repair the first time they keep lying and trying to get out of repairs on my furnace

  

  Business Response

  Date: 04/17/2023

  Mr. ****,

  Home Warranty **** has reimbursed you for the initial failures of the furnace less the $100.00 deductible.  We are currently awaiting the paid receipt for any future reimbursement as discussed with through our phone conversations.  

  Thank you for being a valued customer!

   

• Initial Complaint

  Date:03/22/2023

  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.

  We have a Home Warranty policy #H242771-C. This was given to us by the previous owners at the time of our purchase as part of the sale. We were under the impression that the policy was good for 12 months. Our closing date on our home was 1/31/22. On 2/28 of this year we experienced a leaking valve in our house. We called Eds Plumbing out of ******* to do the repairs as noted on the invoice. After we had the repairs done our daughter who assisted us with the home purchase stated that our warranty was good for 14 months and not 12 that we thought. I sent a copy of the invoice to Home Warranty for reimbursement. I understand their policy that they want to be notified beforehand but we had 2 things going against us. First we had water spraying all over our house and second we thought we were only good on the warranty till 1/31 when in fact we were good till 3/31. Home Warranty is claiming we did not follow their policy as they need to hear a diagnosis first. Well Eds Plumbing would have been the place they would have sent us to and by the invoice you can see a valve was replaced. If they dont want to pay for the whole thing I would take something for my misguidance. I feel we were still covered by the insurance so we should get something in return. I even offered to have them talk to the plumber who did the repairs but they are adamant to the fact I didnt follow proper procedure. I feel we were still covered.

  

  Business Response

  Date: 03/27/2023

  Thank you for bringing your claim to our attention.  Home Warranty ***** continues to look for ways to improve customer satisfaction within the guidelines of our agreement.
  
  We have reviewed your information. The repair Invoice was received on 3/17/23 for the completed work and your claim was filed 3/21/23.
  
  The claim process is required for us to give authorization and any reimbursement as outlined the terms and conditions. This is common practice for all companies that offer some form of coverage: e.g., car insurance, health, and mfg. warranties.  Our terms and conditions for this situation are clearly stated under COVERAGE #3:

  "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."
  
  Home Warranty will not be involved in reimbursement of work completed.  We apologize for any misunderstanding you may have had.  Our team is just a phone call away for questions about the warranty and we are available to take claims 24/7. 

  Sincerely,

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

  Compliance and Regulatory Officer

  Home Warranty Inc.

   

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19631350
  
  I am rejecting this response because:
  I feel somehow we are being denied any reimbursement due to the fact that we have made multiple claims against Home Warranty and our last claim we disputed and now they wont reimbursement anything. Our first claim was for repairs to our clothes dryer which was repaired very efficiently by a local business. Our second claim was for our hot water heater in which the automatic igniter broke. Short of an additional drip pan, we were happy with the resolution of the claim and this hot water heater issue was handled by Eds Plumbing out of *******. Now our claim before this one regarding our electric stove top was another issue. The electric breaker for the electric stove top faulted. We contacted Home Warranty and they sent over Eds Plumbing to check the electrical system although I tried to explain to their customer service agent that I felt it was with the stove top itself and not the electric service. Eds said everything was fine and we needed to contact an appliance repair service for the repair. This is what I wanted to begin with. Anyways we got a appliance repair service out here we had to fight with Home Warranty to get our ****** dollar deductible back because they sent out an electrician first and not a appliance repair service.  Well our electric counter top was shot and it couldnt be repaired. To get a replacement for whatever we had should have been roughly ****** dollars. We received ****** dollars. We complained and thats the way it was. Now onto this complaint. What gets me we used the same company they would have had us call. Okay I plead stupid for not knowing the length of the contract. But still we are under contract we used a company that they would recommend not only for the small amount of people to call but we have used the company before because they recommend it. 
  I feel we are being penalized for past claims that should not be the way to do business for an insurance company. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/28/2023

  ******************,
  Home Warranty based our decision on the information given to us when the claim is filed.  Each claim is impartially reviewed and We do not review past claims to determine reimbursement amounts.
  Your claim was filed on March 21, 2023.  You sent in an invoice dated March 17, 2023 showing the work was completed.  The terms and conditions of agreement with Home Warranty COVERAGE #3 clearly states:
  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.
  We do apologize for any misunderstanding you may have.  Home Warranty will not be reimbursing your invoice.

  Sincerely, 

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