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:03/22/2023

  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 purchased our home on 3/1/2023 and the policy went into effect the same day. On 3/4/2023 or 3/5/2023 our furnace started making a very loud banging noise when it would ignite so I contacted Home Warranty of the Midwest. They do not have any technicians in my area so we called Powder River Heating and Cooling to inspect the furnace and relay the information to Home Warranty of the Midwest **** The technician found that the heat exchanger has failed and his recommendation is for the furnace to be replaced. Our plan has the Enhanced ********* added to it as well. On 3/16/2023, my husband received a call from ***** with Home Warranty *** stating that they have determined our issue was pre-existing and therefore, they would not be providing any coverage. I had to wait until 3/17/2023 for ***** to call me back to tell me the exact issue and reasoning for their denial. I have asked the company for their evidence that this was a pre-existing condition, they did admit they did not inspect our particular furnace before coverage, and they have not provided me with any evidence of why this is considered pre-existing. ******************* has answered my appeal email with vague information and snips of their coverages. He did inform me that they will only speak to me in writing since I had said contacting our attorney would be our next steps, which they do not release their recorded phone calls so in writing is best. He said the outcome of our claim is based on the recorded conversations of me, my husband, and the technician (that we cannot listen to). We did have an inspection done but upon reading other's complaints, we will not be providing as we own it and they twist the words/truth. This company should be reimbursing us the full amount allowed by our specific policy and instead, have cost us the diagnosis bill with no help on a replacement that will cost us $15-$20 thousand. It feels like they find loop holes wherever they can so they don't have to cover anything.

  

  Business Response

  Date: 03/24/2023

  ****************,
  Thank you for reaching out to Home Warranty ****  We are more than happy to assist with a resolution to your claim. 
  Home Warranty adjudicates claims based on the totality of the information given to our claims department. The evidence received indicated that the secondary heat exchanger was falling apart, and that the technician had never seen anything like it.  This degradation of the heat exchanger indicates the issue predated the start of the home warranty by some time. 
  For Home Warranty to further evaluate this claim, we would need a copy of the home inspection and/or the prior service records for that unit.
  Sincerely,
  
  ***********************
  Compliance and Regulatory Officer
  Home Warranty ****
  ************
  www.homewarrantyinc.com

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19631292
  
  I am rejecting this response because:

  I will provide the email from the inspection company stating that was not an issue at inspection, but I own the inspection and personally paid for it and do not need your company to find any loop holes by me providing anything more.  The inspection was performed 2/7/2023.  

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

  

  Business Response

  Date: 03/27/2023

  ****************,

  Upon further review of your claim, Home Warranty verified with Amana that your heat exchanger is under manufacture warranty until Dec. 1, 2023.  The terms and conditions of the 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.."

  Home Warranty appreciates the opportunity to resolve this situation with you.  Should you have further questions, please don't hesitate to contact us.

  Sincerely,

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

• Initial Complaint

  Date:03/01/2023

  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 have paid into Home Warranty **** since June 2020, two & a half years. $550 for 2020-2021, $550 for 2021-2022, & currently $49/month for 2022-2023. Our heater quit on 12/22/22. I sent a service request & called Home Warranty the morning of 12/23/22. I used a ********** company that Home Warranty recommended, Full Send PHC, to diagnose the issue. Full Send PHC came to my home 12/23/22 & said the issue was the heating element & that the replacement parts for our heater are no longer produced. He said our heater could not be repaired & would need to be replaced. He gave us a quote of about $4000 for a new heater. He relayed that same information to Home Warranty. Home Warranty said they wanted the serial number for the heater, which I found & sent them the same day, to see if there was a universal part that would work to replace the heating element for our heater. They said they couldn't get back to me about it until 12/27/23. Home Warranty contacted me on 12/27/23 to let me know that replacement parts did not exist for my heater (which Full Send PHC already told them) & that they could only give us $300 for a comparable repair. I asked how that would work when the ********** man that they recommended already said that a repair would not be possible since replacement parts did not exist for our heater. They said that was all they could do. The man I spoke with, "***", was very rude & would not let me speak with a supervisor. He repeated that "there is no one in service above me" & told me I could appeal their decision & send it to him. We couldn't go through winter without a heater, so we found one that cost $3623.44 through a different ********** company. I sent in an appeal on 1/19/23 & have not heard anything from Home Warranty since. We're very disappointed with the services from Home Warranty. We'd like a refund of all money we've paid into Home Warranty or for them to honor our contract by paying the $2500 listed. Please see the attachment for more details.

  

  Business Response

  Date: 03/03/2023

  Home Warranty appreciates the opportunity to respond to any issues our customers may have.  We have reached out to the home owner and settled this matter to the satisfaction of both parties.  We do apologize for any inconvenience which may have occurred.

  Customer Answer

  Date: 03/12/2023

   
  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:03/01/2023

  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 Wednesday February 22nd our basement flooded due to our sump pump going out. We called Home Warranty to file a claim with them to get our sump pump fixed or replaced. ******** Maintenance came out on Thursday to replace the sump pump because it could not be fixed. The sump pump that we had in our home was a vertical float pump with an alarm to let us know if is not able to keep up with the water coming in these pumps go for around $400. What was installed and approved for by Home Warranty was a $60 harbor frieght sump pump that does not fit the pit correctly. it does not have the vertical float nor does it have the alarm. and because of that it is unable to detect when the water is rising. this has led to the basement flooding again that night. the time reaching over 8" deep. we have had to replace our water heater and now are having our furnace replaced or serviced in order to get that to work correctly. Home warranty's agreement clearly states. "We will replace with equipment of similar efficiency and capacity but are not responsible for matching brand, dimensions, colors or features non-essential to the core function of the item."They did not do that. I now have a 1/4 HP pump rather than a 1 HP pump. that is not even close to similar efficiency or capacity. I also no longer have the vertical float which messes with the core function of our pump due to the home being an older home with a small sump pit. I would like for them to approve the pump that ******** has said we need and allow them to come back out to install it ASAP.

  

  Business Response

  Date: 03/03/2023

  ************,
  Home Warranty appreciates the opportunity to address your concerns with the sump pump and how the terms and conditions of the warranty applies to your sump pump.
  Home Warranty spoke with the technician who came to your home and installed the new pump.  The pit which your sump pump sits in, is not to industry standards (picture attached).  This situation would have been noted on your home inspection prior to you purchasing the home.  The terms and conditions of the agreement LIMITS OF LIABILITY #1, states in part:
  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,
  
  The pump itself would have to be installed to industry standards which would include a sump pump basin, hard piped, and weeping tile. The situation currently with your pump is beyond the scope of coverage under our warranty.   COVERED SYSTEMS AND APPLIANCES:
  4. Sump Pump
  COVEREDPermanently installed sump pump (ground
  water only).
  After reviewing all information gathered, Home Warranty has agreed to reimburse the technician for the work and the pump he provided you.    
  We apologize for any inconvenience this may have caused.  Once the situation is repaired to industry standards by a qualified person of your choosing, Home Warranty will be able to extend coverage to the sump pump.
  Sincerely,
  
  ***********************
  Compliance and Regulatory Officer
  Home Warranty Inc.
  ************
  www.homewarrantyinc.com

• Initial Complaint

  Date:02/27/2023

  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 purchase a home November 2022 and the Home Protection Plan claim with the home. A new policy was purchased for the sell of the property. Plan Sold By: Home Warranty of the Midwest I called Home Warranty of the West because my refrigerator was thawing and refreezing. Now the icemaker was leaking water where the ice is stored. I was given a Claim number ****** and told to call ******* Good Housekeeping and ***************** to set up a technician to look at the refrigerator. The technician looked at the refrigerator, made a list of parts needed and would report back to Home Warranty or the Midwest. 10 days go by and I have not been contacted on the repairs I call and was told they would look into it. I reported the dishwasher was having problems and given a claim number ******. The same instructions and I pay my deductible ($100) ever time the tech come out. 10 mor days goes by and I call again to check on claims. The dishwasher is unrepairable and Home Warranty of the Midwest will cover the repair cost if I buy a new dishwasher. The refrigerator has to many problems they are looking into it. I ask to hold while they transfer me to look into it, this is February 24, 2023. After getting transferred around I ask to speak to a supervisor who tells me they want to only fix the compressor and I will need to make another claim for more repairs. I ask for email confirmation on both claims. the dishwasher I received the email not the refrigerator. Instead I receive a call from ******* Good Housekeeping and ***************** asking for me to pay for the additional parts needed $1,341 (I have the voice mail). They are not ordering parts until I agree to pay for the parts that Home Warranty of the Midwest will not.

  

  Business Response

  Date: 03/02/2023

  Thank you for contacting Home Warranty Inc.  We have reached out to the homeowner for a mutual resolution to this issue.

  Customer Answer

  Date: 03/03/2023

   
  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:02/15/2023

  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.

  I bought this home warranty when we purchased our home. Within a few months I had filed 2 claims, and both had been denied. The first they claimed was not covered due to power surge, and while we ourselves told them this happened after a power outage. When the technician with the heating company came to assess, he stated he couldnt be sure if thats actually what the issue was. I filed an appeal after my repeat discussion with the heating company when the company stated they couldnt be sure if the power outage was the cause. They denied my appeal as well. The supervisor **** also failed to inform me of what further options I had, including filing an appeal or getting a refund even I asked what steps I can take. I had to find the information on the appeals process myself. Then we had an issue with a dishwasher with clogged pipes which they also denied citing wear and tear. Again nothing was worn down or damaged but again they denied it. I dont know what the point is in paying this company for no service and paying the contractors again anyways. Even with legitimate claims, they try to find any workaround to avoid having to pay. I would not recommend them to anyone and would advise people to save their money rather than waste it on a warranty company which will not cover anything.

  

  Business Response

  Date: 02/17/2023

  **************,
  
  Thank you for contacting Home Warranty ****  We appreciate the opportunity to explain our decisions on your claims.
  
  On Feb 2, your wife filed a claim on the furnace, stating that it was not working that morning, but had been working prior.  Home Warranty **** advised your wife to have a technician come out to look at the furnace and to call with a diagnosis of the problem.
  
  That same day, your wife phoned into Home Warranty **** with the technician in the home.  Our representative spoke to the technician who advised that the control boards had malfunctioned on both units in your home.  The agent then spoke with your wife who elaborated to Home Warranty **** that there was an outage in your area, and that the unit was not heating after the power was returned.  The agent then asked the technician, with your wife on the line, if the power failure could have been the cause of the control board malfunctioning? The technician stated that was very likely the cause of the failure.  The terms and conditions of the warranty are clear in this area.  LIMITS OF LIABILITY #1 reads in part:
  
  Items must operate normally following power
  interruption for coverage to apply. (SurgeShield covered
  items are exempt.)..
  
  Home Warranty **** reviewed your coverage with us and found the SurgeShield protection was not included in the purchase price of your warranty.  Based on the terms and conditions of the warranty we were unable to cover the claims on your furnaces.
  
  The dishwasher claim was filed on Feb 15.  The technician who came to your home found that the drain hose was plugged.  This is a non-covered item.  The terms and conditions of the warranty #** Dishwasher, NOT COVERED reads in part:
  
  Cleaning or repair due to failure caused by
  foreign objects, scale, rust, minerals, and other deposits..
  
  Home Warranty values you as a customer. We do apologize for any misunderstanding which may have occurred with our warranty.  Should you have further questions or concerns,please contact Home Warranty **** and we will be happy to assist you.
  
  Sincerely,
  
  ***********************
  Compliance and Regulatory Officer
  Home Warranty ****
  ************

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19410855
  
  I am rejecting this response because:

  I already said we told the warranty company it happened after the power outage, thats not in dispute, we told the warranty company that directly. We dont know if the outage thats the cause of the issue or not, thats why we got a technician to come evaluate. Also an outage is different than a surge which is what they claim is not covered. 

  
  They did not let me listen to the recorded call from technician despite me asking multiple times to verify their claims that he said it was from the surge. The protection plan does not cover surge, but even in that case, an outage is different than a surge and I need verification that the technician had told them it was secondary to a surge. On my discussion with the **** company, they stated they could not be sure. 
  
  
  I spoke with the hvac company who said they couldnt be sure if the outage was the cause and also did not include it in the report which they typically do if there is a surge or an outage. 
  
  
  The warranty company did not send any technician out from their end to come and inspect the units and are not willing to take the reports the hvac company provided and are unwilling to let me listen to the call from the technician where they claim he said very likely. The technician had also said he could not be certain, but that is not mentioned anywhere in their responses. 
  
  
  In addition, **** the supervisor failed to inform me of what my options were after they initially denied my claim despite me asking her. She did not tell me about my right to refund and did not tell me about my option to appeal despite me asking her what my next steps are. I believe this is the same supervisor that responded to this complaint filed to the better business bureau, but cannot be certain if it is the same ****.  I feel they are not being very forthright in their communications with customers. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/22/2023

  Tell us why here...**************,
  Home Warrantys policy for recorded conversations allows a select few employees to review the information. We do not release this information to customers.
  Your heating system did not operate normally after a power outage.  You, yourself confirmed this in your argument.  The terms and conditions of the warranty LIMITS OF LIABILITY 1, reads in part: 
  Items must operate normally following power interruption for coverage to apply
  Your heating system was also verified to be under manufacturers warranty.  The manufacturers warranty supersedes our warranty.  We therefore would not be involved with the repair of your unit.  Reading the warranty, LIMITS OF LIABILITY, 5,states in part:
  Agreement does not cover any appliance or system or part failure that is under manufacturers warranty, recall notice and/or service bulletin,
  To verify your warranty information, please call your Lennox dealer with the model and serial number. You may also research the information online through Lennox.
  Home Warranty will not be involved with reimbursing this claim for the above reasons.  We do apologize for any inconvenience which may have occurred.
  
  ***********************
  Compliance and Regulatory Officer
  Home Warranty Inc.
  ************
  www.homewarrantyinc.com

• Initial Complaint

  Date:02/13/2023

  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 partner and I bought a house on 12/16/22. On, 01/31/23 the furnace stopped working. We reached out to Home Warranty of the Midwest, Inc (HWMI) and they recommend a technician to come and run a diagnostic on our furnace. A technician from ********** came out on 2/2. The diagnosis was the heat exchanger was cracked. The technician contacted ******, who confirmed that the part was obsolete and no longer available due to the age of the furnace. The technician provided his professional diagnosis, that there were NO comparable parts for this furnace to HWMI, thus, concluding we needed a new furnace/ CLAIM #******. After the technician contacted the warranty company, HWMI, left a voicemail stating the approved amount would be $1103. We called back for explanation why $1103 and not the full $2500, which is the maximum standard buyer coverage for the year. They explained the amount offered was solely based on the failed part alone, even if that meant needing to replace the whole unit itself. We spoke with a supervisor who continued to defend their position by COVERAGE #2 and refused to adjust/increase the approved amount. Though, it does NOT state anywhere about failed part it states a repair COVERAGE 2: 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." In the meantime, we have had no heat in our house since 01/31/23. We are currently reaching out for quotes, while trying to settle this unreasonable dispute with **** and their lack of assistance/understanding in this situation. The point is, we bought our first home less than 2 months ago, we hired a home inspector, we took professional advice to trust this home warranty company and feel as though we did our due diligence yet, we are forced to fight HWMI only to be given what we feel is fair. See attachments.

  

  Business Response

  Date: 02/14/2023

  Home Warranty has reached out to the home owner to resolve this issue.

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19348352
  
  Hello. We appreciate the BBB helping form a platform of communication seeing as how we did not get anywhere with Home Warranty of the Midwest, Inc (HWMI) independently.
  

  We are rejecting this counter offer because we are seeking clarity in regards to the email sent by HWMI. The approved amount is not clearly translated in the following sentence provided via email - Home Warranty has approved an amount up to $1500 HWI $500 ******************** based on the terms and conditions for the covered item. (Complete email provided in attachments) 

  Also, we are unsure what the abbreviation MHK represents. We appreciate being sent the terms and conditions, as we have read them previously. The terms and conditions were submitted with the initial claim to support our stance. Any clarification you can provide in relation to the total approved amount would be appreciated. Thank you
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/16/2023

  Thank you for contacting Home Warranty **** with the issues you are having with your claim.  We have attempted to contact you via phone for a resolution to the matter. 
  The HVAC system you currently have was never correctly vented out through your roof.  This allowed carbon monoxide to leak into your home.  You purchased the home after reading through the home inspection which noted this problem in your home.  Home Warranty does not get involved in pre-existing conditions.  The agreement with Home Warranty states:

  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.

  You and your agent are valued customers to us; therefore, Home Warranty **** sent a servicer for a diagnosis of the issue you were having.  The technician stated that the heat exchanger was cracked in your furnace.  The part is no longer available.  Under the terms and conditions of the Warranty Coverage Requirements #2 states 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 researched the estimated cost of the heat exchanger, including labor, based on a comparable repair for your furnace model.  Due to the relationship with the realtor, we have agreed to go outside the terms and conditions and raise the total approved amount to $2,000.  Home Warranty **** attempted to contact you via phone with this amount. Home Warranty **** stands by this reimbursement amount and will not be increasing.
  We apologize for any inconvenience or misunderstanding you may have.
  
  Sincerely,
  
  ***********************
  Compliance and Regulatory Officer
  Home Warranty ****
  ************

• Initial Complaint

  Date:02/07/2023

  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 recently bought a house in ***********, ** and the seller offer Home warranty! I file a claim with Home warranty ****** on 1/9/2023 for the bath tub that broke. When I talked to them, they told me that the policy doesnt cover bathtub but it will cover the plumbing! When I called last time on 2/1/2023 and the representative talked to the plumber, he told her that he needs to fix the water pipes because they were to low for the new bathtub, but they were in good conditions. The representative told me that it wont cover the plumbing either because the plumber needs to fix them and that means that the water pipes werent in good condition and it wont cover.

  

  Business Response

  Date: 02/08/2023

  ****************,
  
  Thank you for contacting Home Warranty with your questions and concerns about our warranty.  We appreciate the opportunity to further explain the terms and conditions of our agreement with you.
  
  You phoned into Home Warranty stating that there was a hole in your tub and it was leaking.  Our representative explained that the bathtub is not covered under the warranty.  Home Warranty spoke with you again, where you had stated you were putting in a new tub and the plumbing had to be changed to accommodate the new tub.  Our representative explained to you that the warranty does not cover the bathtub or modifications to replace the tub.  The terms and conditions of the warranty COVERED SYSTEMS AND APPLIANCES, #1.Interior Plumbing NOT COVERED states in part:
  
  faucets and fixtures (including but not limited to bathtubs, shower bays, sinks, toilets, bidets)
  
  Home Warranty **** does not reimburse for replumbing the bathroom to install a new tub.  Our warranty states we cover leaks and breaks:
  
  1. Interior Plumbing
  COVEREDLeaks and breaks of water,drain, waste, vent
  or gas lines..
  
  As diagnosed, there were no leaks or breaks in your plumbing lines.Home Warranty has since closed this claim.
  
  We apologize for any misunderstanding which may have occurred.
  
  
  ***********************
  Compliance and Regulatory Officer
  Home Warranty ****
  ************
  www.homewarrantyinc.com
  

• Initial Complaint

  Date:01/09/2023

  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.

  Home Warranty *** Claim#******: We contacted Home Warranty ***. around mid-November 2022 due to issues with our fridge freezing produce in the ********************** door randomly popping open. On November 11, 2022, we had an approved technician by Home Warranty *** technician diagnose our appliance and later attempt to make repairs. Upon tech's attempt to replace the gasket, it was discovered our refrigerator's gasket is unable to be removed without damaging the freezer door and internal foam core, thus service halted. According to the technician, our freezer door would have to be replaced to resolve our appliance's issues and to our dismay, freezer doors are no longer sold. Home Warranty ***. is contractually obligated to reimburse replacement for "like" parts, even if they are no longer available. The parts needed to resolve our fridge's issues are not part of any part exclusions listed in our agreement. Unfortunately, Home Warranty **** has chosen to disregard their approved technician's findings, without second opinion. They have only offered to compensate us for the gasket ($211), even though the approved technician requested us compensation for new door (valued at $700). If it were not for our gasket, the door and internal core are fully functional. To "replace" the gasket would damage these elements.We have been incredibly dissatisfied with our experience. There's been lacking follow through by their customer care. We did not hear anything from Home Warranty ***, so we attempted to make contact. After near a dozen phone calls and emails made over a 1-2 week span, *** finally returned our call to say they are only compensating for gasket without second opinion and against original findings made by their approved technician. Attached are pictures of gasket which tore in the approved technician's attempt to replace during a service visit and a picture of the service notes (address redacted). Service notes states, "gasket not serviceable, new door needed".

  

  Business Response

  Date: 01/11/2023

  ******,
  Thank you for reaching out to Home Warranty Inc.  We have reviewed the information for your claim and have adjusted our approval amount.  Our service department has reached out to you with this amount. 
  The freezer door for your model is no longer available.  When this happens, the terms and conditions of the agreement under COVERAGE 2, reads in part:
  
  ..In some instances, We may provide cash in lieu of repair or replacement
  services. This amount is based on what We would expect to pay (which
  may be less than retail cost) for parts and labor for covered items less the
  incurred cost of the contractors diagnosis. 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
  
  We appreciate the opportunity to work with you towards resolution, and thank you for being a valued customer.
  For you to receive reimbursement, please submit paid receipt to ********************************** with the claim number in the subject line.

  Sincerely,

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

• Initial Complaint

  Date:12/28/2022

  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.

  They had me get a tech. To come an inspect my electric stove top and to remove and replace with a new one and he had to wire in a box and now they refuse to pay the tech $216.54 who's sopse to do the work am not a tech. To do it i also told them if i do it and i do it wrong and my house ***** down then what she told me your home insurance covers that well a called my insurance they told me nope they wont cover onless a cert. Tech does the work so am stock here having to pay a tech. The money they should pay

  

  Business Response

  Date: 12/29/2022

  ************,
  
  Thank you for contacting Home Warranty Inc.  We appreciate the opportunity to explain our warranty process.

  Home Warranty requires a diagnosis of the failed part to ensure that the proper coverage can be applied.  The technician stated that the element was brokenin two places.  Your stove top was determined by the techinician to be non-repairable due to age (****) and availability of parts.  Further, the model and serial numbers were missing.  When this occurs,Home Warranty reimburses the homeowner for a comparable repair cost which the homeowner can use to purchase new.  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 claims department estimated the repair to be 205.70.  The amount of reimbursement includes parts and labor.  You agreed to take this towards a new cooktop. The technician who came to your home to install the new cooktop had to wire a new box for the cooktop you purchased. Home Warranty does not cover rewiring or new electrical boxes which needed to be installed to accommodate the new cooktop.  Limits of Liability #** states:
  
  We will not be responsible for any work or expense (including permits) needed to bring systems into compliance with federal, state, local,utility, or any other jurisdictions codes or regulations.
  
  We apologize for any inconvenience or misunderstanding which may have occurred. Home Warranty has issued reimbursement of $205.70 as of December 19,2022.
  
  Thank you,
  
  
  ***********************
  Compliance and Regulatory Officer
  Home Warranty Inc.
  ************
  www.homewarrantyinc.com

  Customer Answer

  Date: 12/31/2022

   
  Complaint: 18644494
  
  I am rejecting this response because: what about the price for the cook stove 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/06/2023

  ************,
  You submitted a receipt for your new cooktop.  The receipt showed 205.70.  We have issued reimbursement to you for this amount.  Home Warranty has fulfilled our obligation to you according to the terms and conditions of the agreement.
  Thank you for being a valued customer.  We look forward to working with you and any future claims you may have.
  
  Sincerely,
  
  
  ***********************
  Compliance and Regulatory Officer
  Home Warranty Inc.
  ************
  www.homewarrantyinc.come...

• Initial Complaint

  Date:12/08/2022

  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 had an issue with our electric cook top stove. This one particular evening I went to turn it on and it would not go on. I went to check the breaker and it was off. As soon as I turned the breaker back on it shut off. When I called Home Warranty and explained the situation I had a hard time explaining to her what an electrical stove top was. She thought it was an electrical hot plate. Well when I called the company they recommended the first thing they said was we dont fix appliances. Well since they were the company recommended I assumed I would have them come out. Well they came out and said the electric was fine to the stove but I gave them a 100 payment per the contract. Well I ended up calling another company per Home Warranty that came out and said I have a bad control switch for one of the burners. My point is if they would have had an appliance repair service out in the first place I wouldnt be out 100 dollars. They claim because I said it was an electrical issue thats why they sent an electrical service company. Im not an electrician but if a breaker keeps on popping you go to the source which would have been the electric stove top counter top and work your way backwards. Theyre policy is 100 dollars per incident. This is one incident. Why are we paying 200 dollars ?? Attached are emails showing the original service company to come with subsequent others. All with the same incident number. We feel that we should be reimbursed $100.00. You have contact information if you need further information. Thank you.

  

  Business Response

  Date: 12/09/2022

  Home Warranty has reached out to the homeowner to resolve this issue and consider the matter closed.

  Customer Answer

  Date: 12/09/2022

   
  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,
  
  *****************************

  Customer Answer

  Date: 12/27/2022

  This a continuation of a problem that we are having with Home Warranty. I recently reached out to you regarding our Claim number of #******. Our whole situation started when we contacted Home Warranty due to the fact that our electric stove counter top became inoperable. They first sent out an electrician who said the electric was fine but the electric stovetop was broke. This cost us 100 dollars. They recommended another appliance service company to come out which cost us an additional 100 dollars. Per the company each incident is 100 dollars you disputed for us and we did get a 100 dollar refund from Home Warranty. As we thank you for your actions, we have another dispute regarding this same claim. Our dispute now is that the current appliance repair service has determined that the electric countertop is beyond repair and we will need a replacement. Home Warranty has verbally told us that they will only give us 350 dollars for replacement. When i questioned the manager at Home Warranty as for why such a low amount he stated he looked on Amazon and found one for this price. Well we have used Home Warranty for a couple of claims to this date with no complaints. For some reason this one has turned into a nightmare. We had a ******** electric stove counter top. As I am not looking to replace the top with another ********, I feel that what we had in the house to begin with and of course depreciation, 350 dollars does not necessarily cut it to replace it We went out last week to purchase a counter top as we have not had one since the end of November and had to resort to purchasing a hot plate from Wal Mart. This new countertop which has not been delivered to us yet, with tax and delivery/installation is costing us 995 dollars. Like I stated before, we are not looking for full compensation of a ******** product, but what we had to spend we feel it is a equal replacement for what we had. Claims in the past were for a hot water heater and washer and what were received from Home Warranty in the past replaced what we needed for minimal cost. We feel that this amount of compensation at least is minimal to replace to what we had to replace.

  

  Business Response

  Date: 12/27/2022

  December 27,  2022
  
  ******************,
  
  We appreciate the opportunity to respond to your questions about the amount that we are reimbursing for the replacement of your cook top that is not repairable. 
  
  Home Warranty **** researched the cost of a drop-in replacement cook top for the same size as your original.  Our service department researches these costs through several online sources.  The terms and conditions of the agreement COVERAGE #2 reads in part:
  
  We will replace with equipment of similar efficiency and capacity but are not responsible for
  matching brand, dimensions, colors or features nonessential to the core function of the item
  
  Home Warranty is reimbursing $350.00 for the replacement cooktop.  To receive your reimbursement please submit a paid receipt to ********************************** referencing your claim number in the subject line.
  
  Sincerely,
  
  
  
  ***********************
  Compliance and Regulatory Officer
  Home Warranty ****
  ************
  www.homewarrantyinc.com