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:12/08/2022

  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.

  I have a home warranty policy with this company. I have paid approx $600/ year to this company for the past 13 years. The policy covers various repairs on household systems and appliances. On 12/5/22 I contacted them to file a claim for the repair of my refrigerator. The tech who was contracted, at the suggestion of Home Warranty, **** to look at the fridge determined that it had a system leak somewhere, but that his company will not work on this type of repair. I had to pay this vendor my insurance deductible related to this claim. I contacted Home Warranty again and was told that my only options were to take $300 from Home Warranty as settlement for the repair or they would send an authorized technician to diagnose where the leak is to determine if it can be repaired. I was informed by Home Warranty, *** that if the technician determines that the repair is not covered under the policy, that not only will Home Warranty, *** not cover the repair, but that I would have to pay for the diagnosis cost from this 2nd technician as well. This represents a deceptive and abusive business practice by this company. It is one thing to look for reasons to deny claims, which this company is known for doing, but it is another matter entirely for them to refuse to cover the diagnosis, which is their requirement to analyze the claim. I already paid my deductible to the first vendor they suggested. They are responsible to pay for whatever professional diagnosis is required in determining if the repair is covered. What they have done in this case is deceitful and unacceptable. It is abundantly clear that in recommending first an unqualified tech and then attempting to threaten/coerce payments from me for a proper diagnosis which are beyond my deductible, that Home Warranty has deliberately manipulated this situation in a manner such as give them plausible deniability to abdicate appropriate responsibility for the claim. They are fraudsters with a facade of legitimacy.

  

  Business Response

  Date: 12/13/2022

  Home Warranty has reached out directly to this customer to resolve this issue.  We consider this matter closed.

• Initial Complaint

  Date:12/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a house last year - a 14-month Home Warranty **** policy was included. On Friday 11/18/22, my furnace stopped working. I called and they recommended ***** at *************** to look at it. It was determined that the furnace needed a new motor and housing. I was told the part was ordered to be sent directly to the tech's house. It never came. Myself, my son (who has autism) and our 2 small dogs endured a 49 degree house for two weeks waiting on Home Warranty to do something. Finally ***** talked them into letting him purchase the part locally to get it remedied. Every time I called Home Warranty - and spoke with a manager - they gave me incorrect information. **** told me the part was guaranteed 11/29. Then *** said 12/1. The part never did come. *** said they were charging $1400 against my policy even though the part itself was only $675. *** (who said he was the one that ordered the part but never could provide a tracking number) actually laughed at me and told me to go buy a space heater or stay with family. I let him know that all my relatives are dead. For 14 days (including Thanksgiving), I had no working furnace. The part was completely taken off so I could not even have anyone else come out. I am submitting my receipts for the space heaters (WHICH they told me to go buy when they dismissed me), my firewood for my wood burning stove, and two heated blankets. I would like reimbursement for those items since they would not replace my 18 year old furnace and had to be forced into actually ordering the part (induction motor and housing) by the technician. They were disrespectful, dismissive, and did NOTHING except finally allow the tech to buy the needed part locally. He had it fixed the same day he got the part. In bragging that they get parts cheap, they also were figuring on shorting the tech for his labor.

  

  Business Response

  Date: 12/09/2022

  Home Warranty **** had reached out to this client to resolve this issue and consider this matter closed.

  Customer Answer

  Date: 12/15/2022

   
  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.

  They are sending me $150 to cover the costs of the space heaters I had to buy (their recommendation). I got notification from **** that the check will arrive today.

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

• Initial Complaint

  Date:12/08/2022

  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.

  Purchased a warranty upon closing on a new home in Feb 2022. Never needed to use it until Dec 3, 22. Our furnace was igniting, but for only 5 seconds at a time. It was approximately 15 that day, so the furnace could by not keep the house warm in that temp. I opened the panels of the furnace, and after watching its operation, I deduced that the flame sensor may have been faulty. It seemed like the furnace was kicking on and then off immediately because there was no return signal form the sensor indicating the gas had been ignited. I removed the sensor, which was affixed to the unit via one sheet metal screw, therefore absolutely impossible to install it incorrectly. After removing the sensor, I tested its continuity and resistance with a volt meter. Both values were good. I thought maybe there was something I was missing inside the sensor causing it to cease function. I was unable to find a replacement in the local area (no HVAC stores would supply parts to homeowners) I thought to use the warranty purchased from Home Warranty **** When I called, they referred me to Elemental Heating and Cooling. EH&C came out within the hour and found the flame sensor was slightly grounding out on top of the burner, perhaps due to expansion of the burner metal, or deformation of the sensor from sustained heat. They fixed it quickly and then called the warranty company to indicate their progress. Home Warranty *** indicated the repair will not be paid for ($100 deductible, & $200 service call, $300 total) I asked them why that was, and they stated because I removed the part in question. I told them everything I wrote above indicating the part is impossible to install incorrectly. The woman I was speaking to said customer care would call me to clear everything up. They never called. Instead, EH&C called two days later saying they spoke with ***, and they again stated they will not cover the charges.. With still no correspondence or even a missed phone call directed to my wife and *.

  

  Business Response

  Date: 12/13/2022

  Home Warranty **** has reached out to this homeowner and resolved the issue.  We now consider this matter closed.

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a repair request for my hot water heater multiple times before finally getting a response. When I finally got to talk to an agent, the agent told me the warranty would not be covering my hot water heater - despite the warranty agreement saying the water heater was covered. I explained to the agent that the previous owners and inspector said the hot water heater was working perfectly. We closed on the home on 11/4. On 11/12, I took a shower and noticed the water didnt stay hot long. However, my husband had taken multiple showers before the 12th and said he had no problem getting hot water. When I explained all this to the agent, he twisted my words and claimed I said the water heater never worked from the time the warranty went into effect on 11/4. When I tried to explain again/resolve the misunderstanding, he wouldnt listen and said there was no supervisor/other agent for me to speak with. The next day a supervisor called me. After explaining the situation to the supervisor, he also twisted my words and claimed I said the hot water heater had never worked since before the warranty took effect. He also said the the warranty wouldnt cover the water heater, again, despite the agreement saying the water heater was covered and documentation from the home inspection saying the water heater was working properly. I just want the $575 paid for the warranty to be refunded and to never do business with this company again.

  

  Business Response

  Date: 12/06/2022

  **********************,
  Thank you for contacting Home Warranty with your concerns about your water heater.  I have listened to the phone calls and concluded that there was miscommunication between the parties involved.  The issue with your water heater was that it was not turned up far enough to supply sufficient hot water for the household.  As this is not a mechanical failure, Home Warranty would not be involved.
  
  As per your request, we have issued a full refund.  We apologize for any misunderstanding which may have taken place.

  Customer Answer

  Date: 12/07/2022

   
  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.

  However, I would appreciate if the business could inform me of where the refund was issued to.

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

• Initial Complaint

  Date:12/02/2022

  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.

  On 11/23/2022 we bought a house (4 adults). This is when our warranty went into affect. The following day/couple days later the refrigerator stopped working, we lost all of our frozen food as well as fridge food. PRIOR TO MOVING IN AND ON 11/23/2022 this appliance was working! This is even noted in our home inspection! I called home warranty and they told me to get a technician out, we did this. The tech said it is an internal leak and cannot be fixed. Home warranty refused to fix it, even though it states that unforeseeable appliance issues are covered and being reimbursed for up to *****. This company is a joke. ***, he reported he is the top manager said there is no one above him I could talk to. He was very rude all because the day we lost our food and I was flustered and could not think straight got confused about which day exactly the fridge stopped working. I said the next day rather than 3 days after moving in. THIS DOES NOT MATTER! We had a warranty affective on the day we moved in on the 23rd it does not matter exactly which day after that it went out, the fact is IT STOPPED WORKING AND WE LOST ALL OF OUR FOOD. This company lied and manipulated me and my family. We paid for this warranty to help, instead they were horrible. I have the tech report and all the proof, but its not enough for this place. I called prob over 10 times and this company took advantage. We made sure to cancel with them to get our 790 back. We are also going to contact the attorney general and leave reviews. And *** saying he is the highest person in the company to talk to needs to be fired. Just because I was not perfect and got confused with my days of the week they denied my claim even though our warranty was in place and our fridge was working when we moved in and prior to our move in! This fridge was in this house when we moved in and to have this happen on a first time home for us is sad. We deserve more than our 790 back for the emotional damage caused and our wasted time!

  

  Business Response

  Date: 12/02/2022

  December 2, 2022
  
  **********************,
  
  Thank you for contacting Home Warranty *** and giving us the opportunity to explain our claims process to you.
  
  On November 28, 2022, you phoned Home Warranty ***. stating your refrigerator was not functioning properly. Our representative asked you several times whether the refrigerator worked since you were in the home.  Your response was that you assumed it was working when you moved in, you put things in it.  You stated the next morning you got up and everything was thawed.  Then you stated you thought it probably wasnt working.  The terms and conditions of the agreement under COVERAGE: #1, states in part:
  
  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.
  
  
  The technician who came to your home to establish a diagnosis,stated that there was an inaccessible leak which cannot be repaired.  Home Warranty does not cover inaccessible leaks.  The agreement under COVERED SYSTEMS AND APPLIANCES #**, states in part:
  
  ..NOT COVERED.and inaccessible refrigerant leaks/repairs
  
  We apologize for any inconvenience this may have caused.  Home Warranty has issued a full refund for your policy.  

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18511961
  
  I am rejecting this response because:

  Again as I stated, I was flustered and the person I talked to asked me the same question multiple times using different wording. As I am staying and clarifying for you now: THE REFRIGERATOR WAS WORKING ON THE 23rd of NOVEMBER, otherwise explain to me what kind of person would put all there food in a fridge that was not functioning?!?!  HOW STUPID WOULD THAT BE. No one is perfect and as I explained I was flustered. I am not someone to lie, however you guys are. Each agent I spoke to said something different are you going to hold them accountable for being confused and not perfect? 
  

  If you are going to argue with me because I was flustered on the phone and did not say things perfectly and explain it in the right way because of everything happening around me then this company needs to relook at how they treat people. Just the fact that I had to waste my time talking to several different agents who had me going around in circles, causing me emotional distress is bad enough. We lost all of our food, that is why you are a horrible company because if you cared you would have done something to help us. Again for the 100th time the FRIDGE WAS WORKING when we put all of our food in it!!!! 

  Giving the money back that we paid for the warranty is not an option for you guys, you have to. As far as further compensation for all the upset you guys caused us is another thing. 
  

  I would like $300 for the food we lost as compensation for how I was treated by your agents and how much stress/anxiety you caused us. It was stressful enough moving and then add your poor communication into the mix. 
  

  I did what you asked and got a tech out to the house when you guys could not find anyone in the area to help. Basically you said you dont service our area. We had to find someone far away and pay them to come out just to look at the fridge only for you to deny helping us in any way. That is what a home warranty is for, its to help home buyers which you have failed to do. 

  An apology is not enough at this point, I was in tears because of how *** treated me/was talking to me and getting me upset all because I was confused about which day after the 23rd did the fridge stop working. He said nothing about anything else. And again not letting me talk to anyone else and saying he is the highest up person anyone can talk to? A manager? There were a lot of issues and I wasted a lot of time talking to you guys, again I expect some sort of compensation. People are not perfect on the phone and I was flustered, as were some of your agents. 
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 12/05/2022

  **********************,
  
  We have issued a full refund as previously requested.  Any additional funds for food spoilage falls beyond the scope of coverage.  We again regret if you felt less than valued.  We review our call recordings to ensure quality and professionalism.  Any deficiency found is handled internally with the individual involved.  

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

• Initial Complaint

  Date:11/29/2022

  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 (*************************) called and got the furnace looked at in March 2022 because my family and I were living in the cold and had to buy space heaters all winter. The furnace at that time was barely working and the Tech from ********* said it was on its last leg. We did not have the money to get any work done at that time. We spoke with Home Warranty *** and they assured us that we would be able to get the furnace serviced or replaced (if needed). In Oct 2022 I had to call in after a cold night in our home and get another technician out to look at the furnace. I called Home Warranty and they tried to send us some unqualified handyman that didnt want to touch the equipment. I called ********* and they sent a professional out. The furnace was evaluated and deemed replaceable. A $7751.85 job! The tech spoke with Home Warranty directly and gave them the report so we could file a claim. Home Warranty also spoke with my husband and told him they were filing the claim and we would be entitled to repairs and/or reimbursement up to $3000.00. We followed all protocol with Home Warranty ***. They said they would give us a call and never did. I called them on Nov 10, 2022 after no communication and they stated they hadnt even filed the claim. A lady told me they hadnt and said she had to talk to her supervisor and call him back. They called back about 2 hours later (***). *** was very rude and making accusations about my husband lying and trying to commit fraud. He over talked my me and never one time tried to resolve the issue or offer assistance. I grew impatient and decided to get off the phone before saying the wrong thing. Nothing was resolved and *** was very clear about them not wanting anything to do with the claim. No decision was made and my husband did not give them permission to do anything with the claim we filed. The winter has hit us Early this year and we have had to save and borrow money (we dont have) to get a new furnace. Claim ref #******

  

  Business Response

  Date: 12/02/2022

  ****************,
  
  Thank you for reaching out to Home Warranty and allowing us the opportunity to respond to your concerns.
  
  Unfortunately, we have no records of you phoning in March of 2022 and speaking with any of our representatives for your furnace.  We do have records of a water heater issue and have processed that reimbursement in a timely manner.
  
  Our first communication with you regarding your furnace was on October 17, 2022.  We had recommended a technician to come to your home, however you had stated to our agent that you would like to use your own,which we accommodated and withdrew our recommendation.  We only asked that you have the technician phone with the diagnosis for your furnace.
  
  On October 24, 2022, you phoned in with the technician in your home.  This technician read the previous notes left by whomever you had last spring look at your furnace.  The previous technician wrote that there was an airflow issue with the furnace, the heat exchanger was full of soot and that the motor wheel was dirty.  Home Warranty **** does not cover airflow issues, nor cleaning and maintenance for your furnace.
  
  As noted on the documents submitted, you had your ventilation upgraded for the new furnace you purchased on the 18th of October.  Again, Home Warranty does not cover inadequate ventilation.
  
  We apologize for any inconvenience this may cause.

• Initial Complaint

  Date:11/28/2022

  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.

  I purchased this home warranty a little over a month ago. This company does not cover anything. The last excuse I was given is because of the amount I paid for the warranty. I had a damper for my furnace not covered, an inducer motor for water heater not covered, a circulating pump for water heater not covered, my air exchanger has two bad motors and a burnt out circuit board, not covered. They come up with all excused not to cover something and its really ridiculous. They cover nothing and everyone should run and purchase a different warranty. It shouldn't matter how much it cost but it certainly seems they have a very short list of stuff that is covered.

  

  Business Response

  Date: 12/02/2022

  Thank you for contacting Home Warranty *** and allowing us the opportunity to explain our terms and conditions of the warranty. 
  
  On October 19, 2022, you phoned Home Warranty *** with two claims.  The first claim was for
  2 motors on the top of your water heater which are used to pump warm water into the radiant floor system in your home.  We cover primary water heater which runs water through your plumbing lines into your faucets and fixtures.  The terms and conditions of the agreement HEATING, VENTILATION AND COOLING SYSTEMS; WATER HEATER
  #1 Listed in NOT COVERED reads in part:
  
  NOT COVEREDPortable or window units; damper systems; solar heating systems;pellet, corn cob or wood units; radiant cable heat;..
  
  The second claim was for the blower motors that had seized up.  Our review of the phone records indicate that you had a technician to your home to complete maintenance on your HVAC.  The technician stated to you, that the motors were seized up.  You had never turned your heat on because of the temperature.  The terms and conditions of the agreement COVERAGE REQUIREMENTS states in part:
  
  1.All covered systems and appliances must be in normal operating condition at the time coverage takes effect
  
  Finally,on November 6, 2022, you filed a claim for your furnace stating that the damper was not closing.  The technician diagnosed the issue as the motor failed.  The terms and conditions of the agreement HEATING, VENTILATION AND COOLING SYSTEMS; WATER HEATER
  #1 Listed in NOT COVERED reads in part:
  
  NOT COVEREDPortable or window units; damper systems; solar heating systems;pellet, corn cob or wood units; radiant cable heat;..
  
  We do apologize for any misunderstanding regarding coverage for your home.  We understand your request for a refund and have honored that request as per the terms and conditions of the agreement.  Home Warranty ***. has issued a prorated refund in the amount of $451.19.    

  Customer Answer

  Date: 12/05/2022

   
  my point is nothing is covered by this company  and when you talk to them they treat you in a way they just dont care  not sure how they stay in business  like I said nothing is covered unless the stars *****  just another shady warranty company to add to the list 

  Complaint: 18470759
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/05/2022

  Home Warranty outlines our coverage as clearly as we can and we stand by our original claims decision. Thank you for being a customer of ******************** Inc.
  
  
  ***********************
  Compliance and Regulatory Officer
  Home Warranty Inc.
  ************
  www.homewarrantyinc.com

• Initial Complaint

  Date:10/27/2022

  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.

  Claim Number ****** I called home warranty on Saturday October 22nd 2022. Due to a pipe leak causing massive water leak in the cellar. I was instructed to find my own plumber get a quote and provide it to them. I paid $495 for an emergency plumber, the only one who responded out of multiple calls. I provided that invoice and recommendations to Home Warranty. Then I received the $5200 invoice for repairs and provided it to Home Warranty. A gentleman called me and asked me to send video and pictures as well as documentation on the repair completed during escrow. I did and called the next day to follow up and had to resubmit. I called the next day to follow up again and was told the claim had not been updated. I asked for a supervisor. The supervisor did not ask me what my concerns were but instead went directly in to accusing me of claiming rusted pipes which is not the case. The water leak is from the bath drain which is clearly not rusted its just not properly functioning. Then he told me they only cover broken pipes and none of the pipes in the pictures are broken. I tried to explain that the contractor has to remove the tub to expose the pipes to see that. The claims person *** got impatient with me and began speaking over me. He was rude and I tried to ask to be transferred. He said the only other person to talk to is the *** and refused to transfer me. The conversation became hostile, and I started begging to be transferred. He refused. I dont understand the policy, the documentation I have says this should be covered. The person who opened the claim for me also said the pipes are covered. They didnt call me to tell me there was a problem. *** treated me horribly on the phone. I need assistance getting a manager on the phone to go over the claim and the policy to better understand. This experience has made me not want to have a policy with this company at all. The service is aweful.

  

  Business Response

  Date: 11/07/2022

  Thank you for contacting Home Warranty of the Midwest ****  We appreciate the feedback regarding your claim processing.  Home Warranty of the Midwest **** strives to be number one in the field of Home Warranties and are consistently improving our methods to better serve our homeowners.
  The plumbing company ************** hired to diagnose a leak submitted a quote for new water lines, the addition of an expansion tank on the water heater and several other items which are beyond the scope of the Home Warranty agreement.
  Upper management of our company has since reached out to ************* and listened to her concerns.  As ************** requested, we have issued a full refund to her for the purchase of the home warranty and have closed the account on her behalf. 
  We apologize for any misunderstanding regarding our warranty ************** may have had.

• Initial Complaint

  Date:10/26/2022

  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.

  Denied a claim for our furnace/heater because they claim that I said it never worked. I sent them a snip of our homeowner inspection that showed it was working before we purchased the property. They said it didn't show a timestamp or date, and denied the claim without asking for me to send the full report showing the date and such. They twist my words and act like I was under oath during the phone call. Sometimes during a conversation you realize what you said was not accurate when you think closer, but they seize on one misspoken sentence and use that for their defense instead of listening to the multiple times you tell them what happen after you have a minute to remember all the details.

  

  Business Response

  Date: 10/31/2022

  ****************,
  Home Warranty has issued a pro-rata refund as per your request.  We sincerely apologize for any miscommunication with our customer service agents.  If we can be of assistance in the future, please dont hesitate to contact Home Warranty of the Midwest ****

• Initial Complaint

  Date:10/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My oven stopped working 2 weeks ago. I took it apart and found the heating element was broken. I ordered a new part myself & replaced, but it still did not work. I tested the new ********* was fully operational based on ohms reading. I called Home Warranty (HWI) to file a claim. They only had ONE option in the entire ********** area for appliance repair - that's ridiculous. He was difficult to get ahold of, was extremely late to his appointment, made me pay in cash & never gave me a receipt. He didn't call in his 'diagnosis' until the following week, after multiple attempts to contact him again. This experience alone, was an extremely bad look on HWI, let alone the final outcome.Once they received the service diagnosis, they called me back and said they determined that the Heating Element was the primary source of failure, and that caused the electrical issues to take place, and so any wiring / electrical / circuit board problems or failure are considered "Subsequent Damages" and are not covered under their 'Limits of Liability' section. This is the definition of hiding behind fine print in order to get out of paying out a claim. I had to pay $100 for the tech to tell me there was nothing he could to to repair the oven, and then be told that they don't cover "subsequent damages," even though the primary failure was immediately linked to, and in conjunction with the overall failure. I have been without a working oven for 2 weeks waiting for this process. They agreed to go "above & beyond" & pay $275, when in reality it's $175 after the deductible I already paid. The 'subsequent' damages clause is makes no sense here, and I believe this goes against #2 in their "COVERAGE" section of the agreement. $175 is not close to "what we would expect topay for parts and labor." $175 toward a new oven is nothing, when I'm paying a monthly premium expecting that damages and repairs would be covered upon failure. I just believe the agreement to be extremely misleading.

  

  Business Response

  Date: 10/31/2022

  We have reached out directly to ****************** to resolve and believe we have reached an amicable solution.  We appreciate his continued business and are available should he have any further issues or concerns. 

  Customer Answer

  Date: 10/31/2022

   
  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,
  
  ***********************