Complaints

This profile includes complaints for Home Warranty of America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Home Warranty of America

  2147 State Route 27 Fl 4 Ste 400 Edison, NJ 08817-3365

• 

  Home Warranty of America

  90 Washington Valley Rd Bedminster, NJ 07921-2118

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:06/12/2025

  Type:Product 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.

  Will not stop spamming my phone even after begging them to take me off their list.

  Business Response

  Date: 06/13/2025

  ********* *., 

  We have sent an expedited request to our ******************** to place Ms. ******** information on our do not call/do not email list. 
  
  If Ms. ******* continues to receive solicitations, please forward the phone number and/or forward the email that they received to ******************************************** subject line Continued Solicitation BBB Complaint ID ********, so we may revisit the issue.

  HWA requests this matter be closed. 

  Thank you,

  **** *.  
  Consumer Advocate

• Initial Complaint

  Date:06/11/2025

  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 of America platinum home warranty was purchased for us buy the seller of the house and is good until May 2026. The company sent us their warranty information book with all the details for the different plan levels and what is covered. On March 20th, 2025 we had a home inspection and the furnace was found to be fine. April 17th, 2025 the Home Warranty policy started. Being MInnesota we still used the furnace many different days. May 25th, 2025 before turning on AC unit we had service company out to clean airconditioner and furnace just as good practice. The service technician discovered cracks in the heat exchange and red flagged the furnace and shut off the gas to it. I called Home Warranty and filed a claim online. One May 29th, 2025 Home Warranty sent a service technician out that they contract with to look at the furnace. ******************** also found cracks and the same issues as the first *********** Home Warranty then requested a copy of our home inspection before buying the house which we submitted online like they requested. After review Home Warranty stated furnace was not covered because it was "7 days into the policy." Not certain where they came up with 7 days, as nothing on the timeline adds up to 7 days or even close to 7 days. So instead of paying for their portion they have marked the claim I filed as completed and done. In my view per their policy book they should pay out the up to $5000 for the cost of a new heat exchange and/or ********** far as I can tell they are falsely advertising a provided coverage and then not helping the customers they are said to help support and protect.

  Business Response

  Date: 06/12/2025

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 19074611). 

  Our records indicate that the customer placed their claim for service on May 27, 2025, stating that the unit is releasing carbon monoxide.  HWA dispatched ******************** who reported a crack in the heat exchanger.  Based upon this information, *** requested the customer submit a copy of the Home Inspection Report for further claim evaluation.  Upon receipt, *** requested the technician provide a pricing breakdown to account for the cost of labor to install the heat exchanger which is covered under the Trane manufacturer's warranty. 

  In accordance with section G(7) of the User Agreement, "We are not responsible for any repair, Replacement, installation, or modification of: 1) any Covered Item arising from a manufacturers recall or defect of said Covered Items; 2) except for labor cost on appliances and as specifically described in the Platinum Plan Upgrade under Section D(15) for purchasers of the Platinum or Diamond Plan, any Covered Item while still under an existing manufacturers or distributors warranty." 

  Prior to obtaining this information, the customer corresponded with *** requesting status of the claim. In error, the system automatically generated a response stating, "The diagnosis indicated the furnace heat exchanger is cracked and the claim was reviewed but found non-covered due to the timing of the failure."  Please be advised, the claim has not been denied due to pre-existing conditions.

  Our most recent records indicate that the claim has been returned to dispatch for reassignment due to the technician's refusal to submit their pricing breakdown. *** has also waived the service fee to ensure the customer does not pay a duplicate fee and will notify them of the appointment date upon acceptance of the work order.  

  Thank you,

  **** *.  
  Consumer Advocate

  Customer Answer

  Date: 06/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 as long as they follow through with correcting issues and in a timely manner.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:05/30/2025

  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.

  May 30, 2025 home warranty of America refused to refund me my money after charging my card without authorization furthermore they refused to allow me to cancel my account. ***** lied to me multiple times and the more I told her I wanted nothing to do with the company and wanted my money back that they stole she insisted I speak with the retention team. This has been a nightmare. This company is **** does not repair issues, sends out technicians that are unlicensed, causes more damage. Home warranty of America refuses to pay for any claims and refuses to allow you cancel your policy.

  Business Response

  Date: 06/02/2025

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced cancellation of service contract no. IL03-SA01816790. 

  Our records indicate that the customer contacted ***, and they were informed that the call would need to be transferred to the ******************** in order to complete their request for contract cancellation; however, the call was terminated prior to transfer. 

  Nonetheless, *** has cancelled the contract and has authorized a refund in the amount of $82.14 to account for payment of May's premium.  The refund will be credited to the customer's card ending in 1143 within 7-10 business days. 

  Thank you,

  **** *.  
  Consumer Advocate

  Customer Answer

  Date: 06/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal customer of *** since ************* yearsand until recently, I had consistently positive experiences with the company. Unfortunately, since *** was acquired by new ownership in 2022, the service quality and reliability have drastically deteriorated. The company now appears to focus more on finding loopholes to deny legitimate claims than honoring its warranty commitments.Let me detail my experience with Claim #: ********, which I filed for my air conditioning system. This is the original ** unit that came with the house and is nearly 25 years old. When it stopped cooling, I filed a claim immediately. *** dispatched a technician who identified a system leak, but the claim was then denied with the explanation that the leak was caused by a valve being tightened too much.This explanation is not only unreasonable but also inaccurate and unacceptable. Ive had no issues with the ** system in recent years, and the last time it was serviced, it was by **** own technician. If the valve was over-tightened, it was likely their technicians error. Despite this, I was told by Case Manager ******* *. that HWA is not responsible for mistakes made by its own service providersa stance that is both ethically questionable and deeply ************* is now clear to me that ***, under its new ownership, routinely looks for excuses to deny claims, regardless of a customer's history or the validity of the issue. This company has become completely unreliable, and I am extremely disappointed in how they are treating long-time ************ a result, I will strongly advise everyone I previously recommended *** to avoid renewing their coverage. The company I once trusted has become a shadow of its former selfunresponsive, evasive, and dismissive of its obligations.I submit this complaint in the hope that others will be warned about ***'s declining service, and that the company is held accountable for its failure to honor a valid warranty claim.

  Business Response

  Date: 05/27/2025

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 18908492). 

  Our records indicate that the customer placed their claim for service on May 15, 2025, stating that the unit is not cooling properly. *** dispatched Delta Heating and Air conditioning who reported a leak at the service valve due to damage.  The technician also recommended that the condenser and evaporator coils be cleaned due to dirt buildup.  

  Based upon this information, *** determined that the claim is non-covered as the failure was not the result of normal wear and tear. Per section 9, Definitions of the User Agreement, "Covered Items means systems and components as specifically described herein as Included under ************ Plan and that become inoperative due to unknown mechanical or electrical failures or normal wear and tear." 

  Additionally, *** excludes coverage for maintenance and maintenance related issues in accordance with section 11, Limits of Liability of the User Agreement, "We are not responsible or liable for normal or routine maintenance. You are responsible for performing normal and routine maintenance and cleaning pursuant to the manufacturers specifications." 

  The customer placed an appeal prompting assignment of a Case Manager, and it was explained that that the claim will remain non-covered as the failure was not the result of normal wear.  The customer was also informed that *** is not responsible for the conduct of the contracted service provider in accordance with section 15, Limits of Liability of the User Agreement, "You understand and agree that We: (i) are not liable for the negligence, omissions, or other conduct of the Authorized Repair Technician; and (ii) are not an insurer of the Authorized Repair Technicians performance." 

  No further action will be taken. 

  While we regret to hear of the customers frustrations, *** has abided by the contract terms and conditions and requests this matter be closed.

  Thank you,

  **** *.  
  Consumer Advocate

• Initial Complaint

  Date:05/22/2025

  Type:Product 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 had *** for many years to protect our home. We sold our house and closed on March 24, 2025. We had already paid for the month of March even though we were under contract on March 1. I called customer service and they told me to give them the new owners name, phone number and email address and they would transfer the policy to the new owners. We did this a week before we closed. When we were charged for the month of April, I called customer service. The gentleman was very polite and helpful. He called the new owners on April 14 because he told me that the new owners never gave *** their credit card information. This information was never relayed to me...I was told that we had taken care of our responsibility and that we were no longer in the house as of March 24. The new owner decided at that point to cancel the policy with ***. The represenatative told me that he would document this and that a refund to us would be sent as we 1. no longer owned the home and 2. our card should have been taken off the record after we called the week before our closing on March 24. It is now May 22 and I called because we never got a refund. They told me that the billing department declined our refund because our credit card was on file. I explained that we have not owned the home since March 24 and that I was told we would be removed from the file when I provided the new owners information. I asked how was I supposed to know that the new owner declined to provide their credit card information and I was never notified. I stated that we were out of the home March 24. They stated that the billing department said that this is a month to month plan and would not refund it. Again, I stated that we no longer owned the home and *** should have taken my information out of their system like they said when I called mid March to notify them. I am looking for them to honor what they said and refund the month of April that they charged me.

  Business Response

  Date: 05/23/2025

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations Mr. ***** *** be experiencing. However, the customer information provided is not pulling up the policy in which he is referencing. Please have the customer provide the former property address and policy number so we may address his concerns accordingly.
  
  Thank you,
  ******** *.

  Customer Answer

  Date: 05/23/2025

  
  Complaint: 23364293
  
  I am rejecting this response because:
  
  They requested more information

   

  the home

  address that we had the warranty for was

   

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

  Dacula GA. 30019

   

   

  the policy number was 

  IL03-SA0 1825792

   

  again we sold and closed March 24. 
  

  we paid for the entire month of March which I am fine with. We called the week before the closing to transfer the information prior to closing

   

  we were still charged for the month of April when we had already moved and closed

   

  it is not my responsibility if the new owner did not provide her credit card  i was never told and my card should have been removed as I was told when we called

  
  Regards,
  
  ***** *****

  Business Response

  Date: 05/23/2025

  ********* *.,
  
  HWA is pleased to honor Mr. ****** request and refund him in the amount of $108.71 for Aprils premium. Funds will be issued back to the original method of payment on file ending #****. Payment is subject to 30 days processing.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.

  Customer Answer

  Date: 05/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I do want to state that I was also told via a phone in April that  a refund would be issued and it was not. I would agree that this issue will be closed when the refund is sent to my account. I would like to reserve the right to reopen the complaint if the refund is not issued in 30 days from today May 23 as stated above 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:05/21/2025

  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.

  Submitted claim thru HWA message system over the phone for 2 separate home air conditioner systems. We have 3 total systems in the house (one for each floor) and the remaining system works just fine (this is important). The top floor system was not working at all. The middle floor system was only blowing warm air. The basement system worked fine. When the technician arrived, he advised us he could only troubleshoot one system/claim due to policy/procedures. We elected to have the top floor analyzed. Technician submitted results to *** stating it was due to a wiring issue. Our claim was denied due to our coverage limits. So we paid another **** company to fix it. Turns out it was a simple issue of two wires that needed to be swapped. It was so simple that the repairing company did not even charge us for that (only for the service call and supplied freon). We then submitted a new claim for the **** on the middle floor. The technician arrived and claimed it was due to a bad circuit board in the blower. *** initially denied the claim because we needed to provide proof that the system on the top floor had been repaired. That system has nothing to do with the current failed system, yet we provided the proof. The claim was then denied because we submitted the claim for the middle floor on the same day that the top floor was repaired. They say that is not ok. Once again, these systems have nothing to do with each other and, as a reminder, our initial claim mentioned we had two separate systems that were failing. If there was truly a problem within the house that affected all of the **** systems, then the basement system would have also quit working and the top floor system, which was easily fixed, would also not be working now. In addition to all of this, the customer service of *** has been terrible. As of this message, we have had to initiate contact with HWA 5 times to get the claim status since they refuse to reach out to us even when the Case Manager promised to do so.

  Business Response

  Date: 05/23/2025

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: ********).
  
  On April 22, 2025, the customer placed an air conditioner claim stating that the furnace was not working. *** dispatched the claim to our vendor network and scheduled Certified Maintenance for 4/24/25. Upon receipt of his diagnosis that the control board failed, *** requested proof of repairs for claim no.: ******** as the claim was denied.
  
  On 4/29/25, the customer uploaded an invoice from Presto HVAC dated 4/22/25 wherein his technician added 2lbs of freon to the downstairs unit and fixed the low voltage wire to the outside unit for upstairs.
  
  Therefore, after further review of the documentation provided, *** authorized Certified Maintenance to replace the control board.Authorization was sent to the technician today (5/23) and he was instructed to contact the customer to schedule repairs. The customer is also welcome to contact the technician directly to schedule a repair appointment.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.

  Customer Answer

  Date: 05/25/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:05/19/2025

  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.

  During the purchase of our house (05/2024) at said address, we purchased home warranty insurance through ***. During this time, we had no claims until about two weeks ago when we had a leak from our dishwasher. We filed a claim and paid the $100 service fee and a service technician from ** came and looked at our problem and stated they could not find anything. It continued to leak and the same technician came out a week later and found a hole/crack in the bottom of the dishwasher tub. This is a mechanical failure and *** is refusing to cover the repairs/replacement. This is a breach of contract on their behalf and I would like resolution of this matter by them replacing the dishwasher with same make and model. My warranty runs out next month and after no less than them contacting me over the last few weeks asking me to renew and me refusing, I feel that I am the target of retaliation since I will not renew, so they do not wish to cover. This is breach of contract.

  Business Response

  Date: 05/20/2025

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 18802532). 

  Our records indicate that the customer placed their claim for service on May 8, 2025, stating that is leaking. *** dispatched GE Appliance to submit the diagnosis. However, as the estimate to complete the repair was underneath the amount in which required prior approval, the claim was automatically approved.A diagnosis is not required in the event the estimate to repair is underneath the pre-authorized limit.

  On May 14, a recall was placed to have the system further inspected. Upon reinspection, the technician reported that the dishwasher tub has a crack in the weld which is causing the leak and that the issue is unrepairable. Based upon this information, *** issued the claim determination stating, "...it has been determined that there is a separation or hole in the dishwasher tub towards the rear of cabinet which is not repairable. This is not a failure that occurs under normal wear and tear conditions. Please refer to section C2 of your policy. Your policy has the following exclusion; all systems must become inoperative due to normal wear and tear."

  The customer placed an appeal prompting assignment of a Case Manager, and it was explained that the claim will remain non-covered as the failure was not the result of normal wear. 

  No further action will be taken. 

  While we regret to hear of the customers frustrations, *** has abided by the contract terms and conditions and requests this matter be closed.

  Thank you,

  **** *.  
  Consumer Advocate

  Customer Answer

  Date: 05/20/2025

  
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  
  I would like to see the damage in question and their proof of such. I can not find what they are speaking of and require proof of the damage that they say is not covered under my warranty
  
  Regards,
  
  ***** ******

  Business Response

  Date: 05/20/2025

  ********* *.,
  
  HWA is sorry to hear of the customers continued frustrations; however, *** did not deny claim coverage on the basis that the dishwasher is damaged. *** determined that the claim is non-covered as the failure was not the result of normal wear and tear. 
  
  If the customers wishes to obtain a copy of the technicians diagnostic report and/or photos, must be direct their request to the service provider accordingly.
  
  *** requests this matter be closed.  

  Thank you,

  **** *.  
  Consumer Advocate

  Customer Answer

  Date: 05/20/2025

  
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  
  I do not have the providers contact information & considering *** provided this service personnel under their warranty agreement, they can provide me with the report; especially since this is at their disposal and this going back and forth is delaying resolution. Id like to escalate this issue 
  
  Regards,
  
  ***** ******

  Business Response

  Date: 05/22/2025

  ********* *.,
  
  *** is unable to honor the customers request as the diagnosis was submitted into **** online vendor portal which is proprietary in nature.  Therefore, if the customer wishes to obtain a copy of the report, they must direct their request to the service provider accordingly.
  
  If the customer wishes to escalate this matter, they may refer to the procedure for Resolution of Disputes as outlined in the contract.
  
  *** requests this matter be closed.  

  Thank you,

  **** *.  
  Consumer Advocate

  Customer Answer

  Date: 05/22/2025

  
  Complaint: 23351098
  
  I am rejecting this response because:
  
  I do not have the contact information for the service technician. Since you contracted this person, I request that you provide me with their contact information. This is your responsibility
  
  Regards,
  
  ***** ******

  Business Response

  Date: 05/22/2025

  ********* *., 

  GE Appliance's contact information is listed on the scheduling notice from May 8. Nonetheless, the service provider can be reached at ************. 

  HWA requests this matter be closed. 

  Thank you,

  **** *.  
  Consumer Advocate

  Customer Answer

  Date: 05/22/2025

  
  Complaint: 23351098
  
  I am rejecting this response because:
  

  I spoke to the technician via phone call. Since your company requires the report to be transmitted via your electronic system, therefore there is no paper report for them to retain and he does not have access to the report after it is filed with you. So you have the report and I am requesting. He also mentioned that within his report, he never stated that there appeared to be physical damage to the dishwasher but quoted multiple times that he wrote in the report the the issue was in fact "wear and tear", which is covered within my policy and that replacement is needed. With that being said, if you do not replace, you are in breach of contract
  
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with the home warranty company on April 14 for my refrigerator that was not working correctly. This is the second time Ive needed to have this appliance checked out. A date was set for service and I took off of work to be at home so that I could be there when they arrived. No one ever showed up and then I received an e-mail stating that the appointment was canceled. It has since been rescheduled four times! I never receive a call from the company stating there was a problem or that the vendor needs to reschedule, just an email stating it has been rescheduled. I have been without a refrigerator in my kitchen for over a month. My warranty is going to be up in about 2 months, the only reason I have this is because it came with the purchase of my home. I dont want to renew the policy , but have received calls in regards to that. I am also told that I can call the vendor to arrange a better time for them to come. It has been cancelled so many times, it doesnt make it to the day they are supposed to come. How would me calling the vendor make any difference. They need to contact their vendors and ensure that they are going to commit to the job they said they would! Not have me contact them!

  Business Response

  Date: 05/23/2025

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 18451658).
  
  On April 14, 2025, the customer placed a refrigerator claim stating the unit was not cooling. *** dispatched the claim to our vendor network and scheduled Leasing & Maintenance Sensation - *********** for 4/17/25. However, the customer informed *** the technician rescheduled the appointment a week in advance. Therefore, the claim was reassigned to New Beginning Builder Handyman for 5/7/25 but subsequently thereafter, the technician withdrew his acceptance of the work order.
  
  Our most recent records indicate that on 5/22/25, *** dispatched 1st ************************ to the customers home. *** is pending a diagnosis at this time. Upon receipt of such a claim determination will be issue in accordance with the terms and conditions of the Service contract.
  
  Thank you,
  ******** *.

• Initial Complaint

  Date:05/13/2025

  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.

  Made a claim May 1 for a hot water heater. Waited 2 weeks for approval and install of the new water heater. Those two weeks we had no access to hot water. On the day of install the water in home was shut off completely at 3 pm for removal and install. New water heater was damaged upon arrival. Contractor went out to resolve this and get approval for return and repurchase around 4 pm and was waiting for appoval from purchasing department. Contractor reached out multiple times to get updates on the situation. Still without water it took over an hour for a response. Later to be told that the purchasing department was closed and we have to wait until 9 am for an answer from that department. We are now stuck without water and having to pay out of pocket for a hotel for the 5 members in the household.

  Business Response

  Date: 05/14/2025

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their water heater claim (no.: 18691208).
  
  On May 1, 2025, the customer placed a claim stating that the water heater was leaking out of the tank onto the floor. *** dispatched the claim to our vendor network and scheduled Fix It **************************** for 5/6/25. Based on the diagnosis received, *** approved the claim for a Supplied Water Heater. *** is supplying the water heater and covering the technicians labor. In addition, *** is covering disposal of the old unit. The customer is responsible for $480.00 in non-covered charges for water line and electric modifications and code upgrades.
  
  Section E(7), We are not responsible for upgrades,modifications, components, parts, or equipment required to complete a repair or Replacement of a Covered Item due to incompatibility with existing equipment including, but not limited to, differences in technology, chemical and refrigerant requirements, or efficiency as mandated by federal, state, or local governments. We will disclose the cost of such non-covered charges, in aggregate, but will not itemize such charges.
  
  Section E(9), We are not responsible for service to meet current building or zoning code requirements or to correct for code violations including when the Replacement of a Covered Item is necessary.
  
  Water Line & Electrical Modifications: $180.00
  Code Upgrade Parts: $120.00
  Code Upgrade Labor: $180.00
  Total Non-covered: $480.00
  
  On 5/7/25, the customer accepted the charges, and *** placed an equipment order. Although on 5/13/25, the technician stated he had to return the water heater as it was dented and requested, we purchase a new one. Per section E(15), We are not liable for: any failure to obtain timely service or delays in obtaining parts, equipment, or for delays due to conditions beyond Our control, including, but not limited to, labor difficulties, strikes, riots,pandemic, war, acts of war, fire, floods, embargoes, insurrections, or acts of god.
  
  As a result, HWA re-ordered the unit, which is available for pickup as of today, 5/14/25. *** also notified the technician of such this morning. A follow up message was also sent this afternoon. Upon receipt of the equipment, the technician will contact the customer to schedule installation.
  
  Thank you,
  ******** *. 

• Initial Complaint

  Date:05/13/2025

  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.

  The Home Warranty of America have denied a claim they are liable for. Technicians came out and clearly identified the problem with My Air Conditioning unit as a ground caused by an internal failure of the compressor motor which causes the compressor motor to burnout. Home warranty of America representatives made their own determination from the same technicians and tried to tell me that the technicians made some other kind of conclusion. The representatives from *** have flat out lied and made false statements trying to manipulate the homeowner under false pretenses to avoid covering their warranty.

  Business Response

  Date: 05/15/2025

  ********* *.,

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 18643046). 

  Our records indicate that the customer placed their claim for service on April 28, 2025, stating that the downstairs unit is not cooling properly.  HWA dispatched Tex A/C & Heating who reported, "Compressor is short to ground and evap coil is fully clogged."  The technician also listed the cause as, "maintenance issue" with photos included in their report. 

  Based upon this information, *** issued the claim determination stating, "...it has been determined that the **** system has developed severe dirt and/or debris buildup. This condition has restricted the necessary airflow, causing the compressor to overheat and fail. This is not a failure that occurs under normal wear and tear conditions. Please refer to section Limits of Liability 6 of your policy. Your policy has the following exclusion; we are not responsible for consequential or secondary damages. This includes, but is not limited to, repair of conditions caused by any of the following: chemical or sedimentary build up, insect infestation, mold, mildew or bacterial manifestations, misuse or abuse, theft or vandalism, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, intentional acts, riot, lightning, mud, earthquake, soil movement or settlement, storms, accidents, pest damage, Force Majeure events (as defined below), failure due to excessive water pressure, or any other perils not considered loss or damage due to normal wear and tear." 

  The customer placed an appeal prompting assignment of a Case Manager, and it was explained that the claim will remain non-covered as the failure was the result of clogged coils, which is not a normal wear and tear failure. Additionally, the technician submitted photos with their diagnosis which confirmed their findings. 

  No further action will be taken. 

  While we regret to hear of the customers frustrations, *** has abided by the contract terms and conditions and requests this matter be closed.

  Thank you,

  **** *.  
  Consumer Advocate

   

  Customer Answer

  Date: 05/15/2025

  
  Complaint: 23325582
  
  I am rejecting this response because:
  

  Everything stated by *** about what the technician stated is either a lie or grossly misunderstood to a completely negligent degree. We've followed up with the **** company since the rejection from *** and they stated they did not make the statements that *** is claiming they made. We are obtaining reports that empirically reject the claim by *** and illustrate they are rejecting their legal liability to cover this claim. 
  
  Regards,
  
  ******* ********

  Business Response

  Date: 05/20/2025

  ********* *.,
  
  HWA is sorry to hear of the customers continued frustrations; however, *** issued the claim determination based upon the diagnosis provided to us and in accordance with the terms set forth in the contract. As per the technicians diagnosis the cause failure was the result of a maintenance issues. Photos were also included with their diagnosis which confirmed their findings.
  
  There is no further action HWA will take. Since the customer wishes to continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in the contract.
  
  *** requests this matter be closed.  

  Thank you,
  
  **** *. 
  Consumer Advocate