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.

close

Find a Location

Home Warranty of America has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since august 4th, 2024 my refrigerator has not been cooling. HWA scheduled ***** to come out to fix the issue. However ***** just fixed the ice maker. The same day, I called HWA and told them the issue is still occurring. They stated a technican Will come the following Monday from *****. The technician came and said he will order a new part for the refrigerator. As of Sept 30th I am still waiting for the part and ***** has been rescheduling claiming the part is on its way. I call HWA, every other day telling them I need a replacement refrigerator and they refuse saying ***** will have to let them know if I need a replacement or if they can’t find the part. HWA and ***** stated they have no tracking of when the part will come for the refrigerator. I have a toddler and we have no refrigerator to cool anything. I been using a cooler and having to buy ice everyday to make sure I and my family can have cool food and drinks. I been requesting a new refrigerator since it has been over a month and HWA has not done anything about this situation. I want a replacement refrigerator since this issues is going on two months and no one can tell me when the part will come. I am very frustrated and this company does not care about the clients. I pay monthly for this Warrenty and this is a waste of money especially since they do no help get the matter fixed

  Business Response

  Date: 10/02/2024

  Stephanie
  W.,

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

  Our most recent records indicate that the part required for repair of the unit may no longer be available.  As such, HWA has approved replacement with a buyout in the amount of $986. 

  Per sections 9 and 14, Limits of Liability of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacements will be of similar or equivalent quality and efficiency to those being replaced...We are not responsible for upgrading or matching dimensions, color or brand) in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item." 

  The customer may confirm their acceptance by emailing [email protected]. Upon acceptance, a check will be mailed within 30 days.  

  Thank you,

  Lori J.
  Consumer Advocate 

  Customer Answer

  Date: 10/02/2024

  [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:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A/C has needed recharged every year for the last several years. In May 2024, company sent a tech who performed a leak inspection (paid for out of pocket) but then submitted insufficient documentation. After much back and forth, A/C was again recharged by the the company whose tech did the "leak inspection" and essentially stole $350 from us. We requested a new company but *** said we had to use the company that was used at the start of the claim. Last week, our A/C line was frozen up again AND the fan was no longer working. A new company came out at our insistence, submitted the claim and it was denied due to water damage and need for maintenance. *** stated the lack of maintenance was our fault and denied the claim. The water damage and needed maintenance were both caused by the repeated freezing and thawing of lines, which we have known for months now is caused by a leak! My husband spent hours on the phone with the company today. After becoming frustrated at the lack of cooperation by ***, the person on the phone said this was no longer an amicable relationship and immediately canceled our plan. This also locked us out of our online account, so we have no way to obtain past written communications from our online account. We have paid religiously on our plan and have never submitted an unwarranted claim. At this time, we would like them to replace to air conditioner that they were culpable in ruining because of their refusal to use honest technicians and pay for needed repairs as opposed to using a quick fix to save money. We have also been informed that the fact that the company knew about the freon leak and refused to do anything about it, that they are in violation of *** standards. They are also knowingly working with companies that are committing fraud (I submitted a complaint with BBB in June regarding the tech from the first **** company).

  Business Response

  Date: 10/01/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 15758930). 

  Our records indicate that the customer placed their claim for service on September 21, 2024.  *** dispatched ********************************** to the customer's home to submit the diagnosis. Upon inspection, the technician reported, ************* for the furnace not working" with the cause of failure listed as, "Water damage, blower wheels are dirty".  

  *** issued the claim determination stating, "Based on the information provided to us by you and the Service Provider(s) assigned to your claim, it has been determined that the blower motor has suffered water damage and must be replaced. This is not normal wear and tear as the blower motor cannot become water damaged through normal operation of the unit. Please refer to section Limits of 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 appealed claim outcome which prompted 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 and tear.  Nonetheless, in goodwill, *** offered the customer $100 towards the repair cost, which they declined.  

  Thereafter, the customer opted to process a cancellation of their policy due to their dissatisfaction with claim outcome. 

  No further action will be taken. 

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

  Thank you,

  **** *.
  Consumer Advocate 

  Customer Answer

  Date: 10/01/2024

  
  Complaint: 22351152
  
  I am rejecting this response because:

  "This is not normal wear and tear as the blower motor cannot become water damaged through normal operation of the unit."  We agree on this point.  We have filed a minimum of 3 (I believe it is more, but cannot access our account records to verify since *** chose to cancel our policy on the spot) claims due to our ** freezing up.  A leak was found in the line and evaporator coil in Spring of 2024, which explains why the ** unit has been freezing up consistently each year and constantly leaking refrigerant.  *** chose to ignore and deny this leak and instead recharged the system again.  Condensation and water is produced every time something freezes and thaws.  The more this happens, the more chance there is for damage to occur.  Nothing is normal about an ** unit freezing up every single year.  Ergo- the motor was damaged due to the repeated temperature changes within the unit caused by low refrigerant year after year.

  A simple ****** search reveals that when a tech comes to evaluate a frozen **, they evaluate not only the refrigerant level, but also the condition of the filter, condensate drain line, and blower motor- as problems with these could explain the freezing.  Furthermore, a normal A/C unit only needs to have the blower motor cleaned every 3-5 years.  Had the blower motor had damage due to lack of maintenance, it would have been mentioned on any of the previous reports sent to *** by the technicians that THEY chose and sent out.  This means one of two things:

  1. The techs that *** contracted out to "fix" the problem did not do their due diligence in checking the unit and therefore caused the damage through negligence.  As *** gets to chose the HV** companies that it works with, this falls on their shoulders for hiring cut rate companies that are just out to make a quick buck.  

  2. The techs saw existing damage but chose not to report it- which again falls on *** for contracting that company to begin with.

  Damage like this happens over a period of time.  There was a tech of ***'s choosing at our home in May/June of 2024- a mere 4 months ago.  Damage to the motor was not mentioned at that time.  The freezing of the unit this spring was so severe that it even froze the part of the unit inside our home, which caused a significant water puddle on our basement floor when it thawed.  Freezing that was caused by a leak that ***'s contracted technician found.

  Finally, we did not agree to terminating the contract.  When my husband became frustrated, the person on the phone stated "this is no longer an amicable relationship".  My husband responded that he agreed and as soon as our air conditioner has been replaced, we will no longer be using their services.  At that point the person on the phone said she could offer a $100 credit to be used towards any HV** work we contracted. My husband refused this offer and stated that was not adequate and if an insurance company won't uphold their obligations to customers, there is no point in continuing. The *** representative canceled the contract effective immediately. In doing that, it has locked us out of all past communications and reports that are listed in that account, which seems like a convenient way to prevent people from being able to prove their case in times like this.

  We are willing to accept one of the following resolutions;

  1. Full replacement of the HV** unit.

  2. Reimbursement for 7 years worth of monthly payments (*** bought out the original company- so I am starting that clock from the day we took ownership of this house).  The current monthly payment is $72.39, which equals out to approximately $6,080.76.

   

  In reading the BBB complaints from other HWA victims, it looks like what we are going through is pretty common.  It didn't take long to see the pattern of rejected claims and cancelations when it became clear an HV** unit needs replaced.  In fact, the payout offered on most of them was almost identical.  Clearly HWA knows what they are doing and get away with it by talking in circles and canceling plans to get out of paying for things.  I hope HWA chooses to do the right thing and own the mistake and damage that they are responsible for.

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

  Business Response

  Date: 10/03/2024

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

  HWA is sorry to hear of the customers continued frustrations. 

  With respect to the prior air conditioning claim (claim no. 13383920)placed on April 15, 2024, our records indicate that *** dispatched Sierra *********** Upon inspection, the technician reported, low on refrigerant with recommendation to, add refrigerant and leak seal, which *** approved.

  With respect to the conduct of our contracted service providers, per section 15, Limits of Liability of the User Agreement, You understand and agree that We are not a contractor. We will not be the Authorized Repair Technician and We will not perform the Services under this Contract. We engage third-party, independent contractors to service homes under the Contract. We will subcontract with Authorized Repair Technicians that meet Our standards. 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.

  With regard to the most recent claim, *** issued the claim determination based upon the diagnosis provided to us and in accordance with the terms set forth in the contract.

  Furthermore, the customer confirms that they are in agreement with the determination as they state, "This is not normal wear and tear as the blower motor cannot become water damaged through normal operation of the unit."  We agree on this point.

  As such, the customers request for full replacement of the **** system has been denied accordingly.

  Lastly, the customer requested to process a cancellation of their policy upon completion of the appeal process.  However, they were not entitled to a refund upon cancellation as they are monthly policyholders and did not pre-pay for term coverage. 

  Per the Cancellation provision of the User Agreement, if this Contract is cancelled after 30 days from the Coverage Period Start Date,You will be entitled to a pro rata refund of the Contract Fee You paid for the unexpired term

  Nonetheless, as a gesture of goodwill, *** is pleased to offer the customer a refund in the amount of $217.17 which accounts for the last three (3) months of paid premiums ($72.39 x 3).  Should the customer wish to accept as resolution to this matter, they may email *******************************************************************************.

  Alternatively, should the customer wish to decline the goodwill offered and continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in the contract. 

  Thank you,

  **** *.
  Consumer Advocate 

  Customer Answer

  Date: 10/03/2024

  
  Complaint: 22351152
  
  I am rejecting this response because:
  
  As the water damage is a direct result of the repeated freezing and thawing of the unit, which would have been solved had the cause been fixed instead of just fixing the symptoms, hwa should be held responsible. Had this issue been found without years worth of reported problems, we would take responsibility. As hwa is aware of the multiple years worth of freezing, and chose to continually authorize only the quickest and cheapest fix, they should be held accountable. If hwa is not willing to take ownership of their poor customer service and business practices, we are happy to contact the attorney general in their state and ours, as well as contacting legal counsel to see what we truly are entitled to for damaged property and lost wages incurred due to hours of phone conversations trying to work things out.
  Regards,
  
  ***** ******

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reached our to home warranty of america by email and phone. They do not respond to emails and when I am able to leave my number in their voicemail ****, they either don't return my call or I miss them when they call back. All I want to do is cancel my home warranty plan as of 8/1/24.

  Business Response

  Date: 09/25/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding their request for policy cancellation (policy no. 232574118). 

  HWA has processed a cancellation of the customer's policy effective today. Additionally, in goodwill, a full refund in the amount of $87.50 has been authorized and will be credited to the customer's card ending in 7627 within 7-10 business days. 

  HWA requests this matter be closed.  

  Thank you,

  **** *.
  Consumer Advocate 

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have filed two claims with their company to have what was listed as being covered under my warranty contract,the first claim was for my hot water heater which they said they wasnt gonna repair because of something that one of the two different companies they sent out to service my hot water heater messed up,then I filed another claim for my ice maker which I was told that it would be ***** days before the part would come in ,which still have not come in,but I have paid $75 twice and have not had any of my items repaired ,and it has been well over a month on each of those claims

  Business Response

  Date: 09/24/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 14780948) and the refrigerator claim (claim no. 15169619). 

  With respect to the water heater, our records indicate that the customer placed their claim for service on July 19, 2024. The customer also listed the last time working date as July 18, 2024. 

  HWA dispatched ********************* to submit their 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.

  Thereafter, a recall was placed to have the unit further inspected. Although, as the technician was unresponsive to this request, *** reassigned the work order to Leasing & Maintenance Sensations.  Upon reinspection, the technician reported that the unit is leaking.  Their report included photos which confirmed that the failure was caused by corrosion. 

  *** issued the claim determination stating, "Based on the information provided to us by you and the Service Provider(s) assigned to your claim, it has been determined that the water heater is leaking from the tank and requires replacement. Based on information obtained, this unit has not entered the policy in proper working order and is not working properly due to pre-existing conditions." 

  Per section B(10) of the ******************************** and Components means systems and components as specifically described herein as Included under Your Plan and are in proper working order on the Coverage Period Start Date."  

  The customer appealed claim outcome which prompted assignment of a Case Manager, and it was explained that the claim will remain non-covered due to pre-existing conditions as the failure would take time to develop and could not have developed within five (5) days of term coverage which commenced on July 13, 2024.  

  With regard to the refrigerator claim, our records indicate that the customer placed their claim for service on August 13, 2024, stating that unit makes a very small amount of ice.  *** dispatched *************** to the customer's home to submit the diagnosis. Upon inspection, *** approved replacement of the water valve solenoid.  

  Our records indicate that the technician placed the order for the replacement part, however the repairs have not been completed to date. 

  Per section 7(B) of the User Agreement, "Problems cannot always be diagnosed and repaired on the first visit.  We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs." 

  Nonetheless, in lieu of awaiting repair completion, in ********, *** is pleased to offer the customer reimbursement up to $393.75 with a paid repair invoice, which represents ***'s authorized cost of repair in the amount of $318.75, in addition to reimbursement of the service fee in the amount of $75.  Should the customer wish to accept as resolution to this matter, they may email *******************************************************************************.  

  Thank you,

  **** *.
  Consumer Advocate 

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying this company monthly for a very long time now. We need a dishwasher repaired and they offered to give us $300 towards a replacement. This dishwasher is a built in dishwasher matching the cabinets it's about $1800. I said no thank you and had another company come look at the dishwasher and they repaired it $586.16. I have submitted the reimbursement with the company and have not been reimbursed. I should be reimbursed $686.16 because I have the technician they work with $100 and he did not repair if it needs to be repaired they are supposed to put that towards the repair.

  Business Response

  Date: 09/23/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 15180155). 

  Our records indicate that *** approved replacement with a buyout in the amount of $246. 

  Per sections 9 and 14, Limits of Liability of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacements will be of similar or equivalent quality and efficiency to those being replaced...we are not responsible for upgrading or matching color, brand or dimensions) in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item." 

  The customer submitted their appeal stating, "Bosch super silence 42dba custom panel built in dishwasher. Appeal: This is an $1800 dishwasher we do not accept a $300 credit. Please have it repaired or we can have it repaired/replaced and send you a bill." 

  The Case Manager attempted to reach the customer on several occasions, however the customer refused to accept the call stating that all communication must be done via email, which is not our process.  
  

  Nonetheless, *** does not provide reimbursement for unauthorized repairs.  Per section 2, **************** of the User Agreement, "We will not reimburse for any services performed without Our prior approval."  

  As outlined in section 14, Limits of Liability, *** reserves the right to offer cash back in lieu of repair or replacement at Our cost, which may be less than retail.  HWA determined that the dishwasher should be replaced.  Therefore, the failed dishwasher will no longer be covered and the customer's request for reimbursement has been denied accordingly. 

  Moreover, the service fee of $100 is required for each claim placed regardless of claim outcome.  

  Per section 2, **************** of the User Agreement, "You must pay the Trade Call Fee for each Service Request in advance of any Services being scheduled. The Trade Call Fee applies to each Service Request dispatched and scheduled, including but not limited to those Service
  Requests wherein coverage is deemed excluded or denied under Your Contract." 

  Nonetheless, in goodwill, CHW has increased the buyout from $246 to $500 as a final offer.  Should the customer wish to accept, they may email *******************************************************************************.  Upon acceptance, a check will be mailed within 30 days. 

  Alternatively, should the customer wish to decline and continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in the contract. 

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

  Thank you,

  **** *.
  Consumer Advocate 

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company, sent a tech out to look at my water heater, and refuse to fix the issue that they are recommending and want another company to come out, i have called many times, and have explained that we have been without hot water for 4 days now. I am simply asking for them to just allow the first text to fix the issue or allow me to hire someone that can fix the issue faster. yet they are refusing to allow this.

  Business Response

  Date: 09/19/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 15669161). 

  Our records indicate that the customer placed their claim for service on September 15, 2024.  HWA dispatched Drain King ******** and Rooter who reported failure to the motherboard.  Based upon this information, *** requested they provide a cause of failure in addition to photos to complete claim evaluation. 

  However, as the technician was unresponsive to our request, *** returned the claim to dispatch in order to obtain a second opinion. 

  Per section G(4) of the User Agreement, "We reserve the right to obtain a second opinion at Our expense." 

  *** reassigned the claim to RM ******** with an appointment scheduled for Monday, September 23.  However, after receiving the scheduling notice, the customer contacted us requesting the service provider be removed from the work order. 

  As such, the claim is currently pending reassignment and therefore the customer will be provided with a new scheduling notice upon acceptance of the work order accordingly.  

  Thank you,

  **** *.
  Consumer Advocate 

  Customer Answer

  Date: 09/19/2024

  
  Complaint: 22305502
  
  I am rejecting this response because: *** chose to get a second company out because the first company told them that in order to fix this issue, the water heater would have to be replaced, since the company no longer makes that mother board. *** didnt like that response so they decided to dispatch another tech, who in the past has failed to correct the issue properly at my residence failing to provide proper customer service.

  HWA is stalling this repair as we are now on day 5 with no hot water, I have a family including 2 young children who havd been taking cold showers. 

  By prolonging this request they are in violation of section V. NON-Discrimination. I requested a full refund of $690 so I can cover the cost to repair this issue on my cost, and yet they refuse, and as of this morning no vendor has been assigned this repair job.

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

  Business Response

  Date: 09/19/2024

  ********* *., 

  HWA is sorry to hear of the customer's continued frustrations. 

  Our most recent records indicate that the customer contacted us today, September 19, and spoke with Consumer Advocate, ******** *., who offered the customer the option of the Claim Reimbursement Process which would allow them to select a technician of their choosing to submit the diagnosis for claim evaluation, which they accepted. 

  Therefore, the customer will be provided with specific instructions via email that must be followed to ensure proper reimbursement steps are followed.  

  As such, CHW will determine claim coverage upon receipt of their diagnosis accordingly.  

  Thank you,

  **** *.
  Consumer Advocate 

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for home warranty. I had plumbing problem. The warranty says online it cover hydro jetting up to a certain feet but they denied My claim. Why pay so much for a warranty if it don't cover what it says .

  Business Response

  Date: 09/23/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing stoppage claim (claim no. 15670565). 

  Our records indicate that the customer placed their claim for service on September 15, 2024.  *** dispatched Primary Maintenance, LLC and they were authorized to auger the main line in order to clear the blockage.  

  On September 18, the technician updated their findings stating, "Additional work needed: tech attempted to clear line multiple times, unable to clear. Line needs to be jetted".  

  Based upon this information, *** denied claim coverage as the policy excludes, "Costs to locate or access cleanouts not found or inaccessible" per section D(6) of the User Agreement.  

  The customer appealed claim outcome which prompted assignment of a Case Manager, and it was explained that the claim will remain non-covered in accordance with the terms of the contract. 

  No further action will be taken. 

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

  Thank you,

  **** *.
  Consumer Advocate 

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 26, 2024(claim#********) I filed a claim with Home Warranty of America(HWA) regarding my heating system. *** contracted out to ****************. On four separate appointments(attempts to fix issue, 4X), G&I serviced my heating system. On April 17, 2024 G&I Repair worker indicated he needed to order ignitor pin/sparker(will contact me when ignitor pin arrives to schedule ANOTHER service date). On May 7, 2024, I reached out to *** and then G&I Repairs to get update and was told G&I Repair needed to send part # for the ignitor. **** M from G&I Repairs text:"they don't make the part anymore and I've told them this multiple times." On May 8, 2024, **** *. from G&I Repairs text: "I told them again yesterday, have heard nothing from them yet.". On May 15, 2024, I text G&I Repair while on the phone with HWA, G&I did no answer! On May 20, 2024, I text G&I Repair: "THEY need G&I to send recommendation to replace my heating unit. Please send ASAP!" Guy I from G&I Repair text: "we contacted them... made recommendation for new unit." May 24, 2024, I text to G&I Repair: "I'm on phone with *** claims authorization department, they did not receive your recommendation"- no response! After NOT hearing from ***, I contacted *** and on August 28, 2024 was told my claim#******** was closed after 30 days . I WAS STUNNED!!! I was NEVER contacted, updated or informed of this! *** told me I had to file a new claim and was offered to ESCALATE MY March 26, 2024 claim that was closed. ******************* was contracted to service my heating system (2nd company) and by August 28, 2024 my air conditioning unit was not operating to full capacity(G&I Repair replace something...). **** Management reschedule worker to come on Monday(instead of Sunday, 9/1/24, THEY scheduled initially!), September 2, 2024, **** Management worker(*******) came and indicated he connected something on my heating system (Claim# ********) and it is working. Claim# ******** denied due to"power surge" as per HWA.

  Business Response

  Date: 09/23/2024

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claims (no.: ********; ********).
  
  On March 26, 2024, the customer placed a claim stating the furnace was not working and the pilot would not turn on. *** dispatched G&I *********** and based on the diagnosis received, *** authorized the technician to replace the ignition control kit.
  
  On 4/5/24, the customer contacted *** stating the technician completed repairs but the unit stopped working again. As a result, *** recalled G&I *********** for 4/8/24. Please refer to section **************** (5) of the User Agreement, *********** provided under this Contract should fail, We will provide for the necessary repairs without an additional Trade Call Fee for a period of 30 days on parts and 30 days on labor from the date the Services were materially complete.
  
  Based on his additional findings, *** authorized the technician to replace the relay and repairs were completed. On 4/19/24, the technician stated the customer needed an igniter and cable. Then, *** requested pricing but the technician indicated the part was no longer available. Therefore, *** requested the part number to confirm. However, the technician failed to submit the part number per our request. The last conversation regarding this claim with the customer was on 5/24/24. So, when she followed up on 8/28/24, *** informed the customer a new claim was required as the claim was closed.
  
  A new claim (no.: ********) was placed stating the furnace was not working and the pilot would not turn on. *** dispatched ************************ and based on the diagnosis received it was determined that the system was failing due to damage caused by an electrical power surge. Please refer to section Limits of Liability (6) of the User Agreement, 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.
  
  On 9/3/24, a claim determination letter was sent to the customer with the option to appeal and she did. Although upon speaking with her Case Manager the denial was upheld as the User Agreement does not cover failures due to electrical failure or surge.
  
  In regard to the air conditioner claim (no.: ********), HWA dispatched ************************ and the technician reported the unit was neglected.Additionally, there were layers of dust and dirt on the coil and recommended a professional cleaner. As a result of his findings, the claim was denied as the User Agreement does not cover normal or routine maintenance. Please refer to section Limits of Liability (11), 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.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.
  
  

  Customer Answer

  Date: 09/23/2024

  
  Complaint: 22297571
  
  I am rejecting this response because:

  As a result of HWA stringing me along and bouncing me back and forth with "G&I ************ did not send the paperwork to *** ************************** my heating system was left incomplete and unresolved. *** never follow up and did not finalize my initial claim. HWA strung me along and responded with claim close. When did the 30 days begin and end??? Here I was sitting and waiting patiently for *** 's contractor(G&I Repairs, LLC) to return and complete my heating system. I appeal to *** to do the right thing and replace my heating system. 
  
  
  
  Regards,
  
  ***** *******-******

  Business Response

  Date: 09/24/2024

  ********* *.,
  
  We apologize the customer is still dissatisfied. However, as previously indicated the claim was closed due to inactivity. *** did not hear from the customer regarding this matter again until 8/28/24, which was three months since she last contacted HWA. A new claim was placed per our instructions,which resulted in the current claim denial.
  
  Please be advised ************************ reported that the control board, switches and the ignition module simultaneously failed due to a surge.Therefore, as the User Agreement does not cover failures due to electrical failure or surge, the claim determination will stand.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.
  
  
  

  Customer Answer

  Date: 09/24/2024

  
  Complaint: 22297571
  
  I am rejecting this response because:

  In good faith, I waited to hear from HWA. *** refusing to honor my Premium contract is definitely a customer violation. 

  Under my Premium contract the following is covered:

  What's Covered:
  Built-in Microwave
  Dishwasher
  Garbage Disposal
  Range Oven Cooktop
  Cooktop
  Trash Compactor
  Kitchen Refrigerator with Ice Maker
  Clothes Washer
  Clothes Dryer
  Air Conditioning
  Ductwork
  Electrical System
  Heating System/ Furnace
  Permanent Sump Pump
  Plumbing System
  Plumbing Stoppages and Clogs
  Water Heater
  Telephone Line
  Burglar and Fire Systems
  Ceiling Fans and Exhaust Fans
  Central Vacuum
  Doorbells
  Garage door Opener
  Instant Hot Water Dispenser
  Re-Key Services
  Whirlpool Bath Tub
  Drywall
  Pest Control
  Built-In Food Center
  Unknown Pre-Existing Conditions
  Unknown Insufficient Maintenance
  Premium Coverage
  SEER/R-410A Modifications
  
  
  
  Regards,
  
  ***** *******-******

  Business Response

  Date: 10/01/2024

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

  *** did not deny claim coverage on the basis that the air conditioning or furnace are excluded from coverage.  

  HWA denied coverage for the heating system as the failure was a result of an electrical power surge. 

  Please refer to section Limits of Liability (6) of the User Agreement, 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

  *** denied coverage for the air conditioning as the policy excludes coverage for normal of routine maintenance per section 11, Limits of Liability of the User Agreement.

  There is no further action HWA will take.

  If the customer wishes to continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in their contract.

  This matter should be closed. 

  Thank you,

  **** *.
  Consumer Advocate 

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order a home warranty plan with Home Warranty of America I was charged $60.83 in advance in July of this year but my coverage started 08-01-24-08-01-25 I requested to have a hard copy mail to me for record.After three phone calls a three weeks later I received the *********** coverage plan is Select Plus cause I need to have my ************* Tank covered.On August 30th 24 I file a claim (********) cause my Air Condition was blowing warm air a week later I receiving an email telling me a service person will be at my home on 09-06-24 between 7:00-11:00am and for me to give him $ ***** in cash for services fee.The ******************************came out to service my system told me the air conditioner system need to be replaced at that time the temperature inside my home was 93 degrees I was told by the service person they would contact home warranty to tell them what the problem was with my air conditioner and the company would get back with **** was told by the Home ************************************** that my claim was denied.I called Home Warranty to find out why my claim was denied customer service told me I would need to speak with a supervisor the customer service representative put in a request for a supervisor to contact me.After another week of 93degrees temperatures in my house. I received a message telling me that a scheduled appointment on the phone with ***** ******** case manager******************** on 9-11-24 at 9:00 to 9:15am to discuss why my claim was denied.that manager told me that they wouldnt cover a block coil that was inside my air conditioner unit.I asked why not it wear and tear I didnt cause the problem.he said that was not covered in my policy. I told him since the sale rep.misrepresented the service I would be receiving just to make a sale for him to cancel that contract also I asked for my September payment which was $60.83 plus the service fee in the amount of $***** returned to me he stated he couldnt do that.Would you please help me

  Business Response

  Date: 09/19/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 15455975). 

  Our records indicate that the customer placed their claim for service on August 30, 2024.  HWA dispatched ********************** to the customer's home to submit the diagnosis.  Upon inspection, the technician reported that the system has an internal restriction. 

  *** issued the claim determination stating, "Based on the information provided to us by you and the Service Provider(s) assigned to your claim, it has been determined that there is a restriction in the refrigerant line. This contamination of the sealed system is the result of foreign materials in the line and does not occur under normal wear and tear conditions." 

  Per section B(10) of the ******************************** and Components means systems and components as specifically described herein as Included under Your Plan and become inoperative due to mechanical or electrical failures caused by normal wear and tear." 

  The customer appealed claim outcome which prompted assignment of a Case Manager, and it was explained that the claim will remain non-covered in accordance with the terms of the contract.  Thereafter, the customer opted to proceed with policy cancellation however they were not entitled to a refund as they were monthly policyholders and did not pre-pay for term coverage. 

  Nonetheless, in goodwill, *** has authorized a full refund of the paid policy premiums in the amount of $182.49 as resolution to this matter.  The refund will be credited to the card ending in 8689 with 7-10 business days. 

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

  Thank you,
  **** *.
  Consumer Advocate 

  Customer Answer

  Date: 09/23/2024

  [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:09/16/2024

  Type:Order 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 wife and I have paid over $800 a year for almost eight years for the top tear of HWA appliance insurance. Our Thermadore range/stove quit working and the are no replacement parts, the replacement cost of the stove is $7900. Our coverage on our contract states the highest HWA will payout is $5000.00. So, I should have to pay out of pocket approximately $2900.00. HWA has offered $300 and, I said no I will not settle for $300. So they upped the offer to just over $600. The employee stated she knew the coverage had a $5000.00 max per appliance, however it was their policy not to ever pay over $650.00. I have paid the company almost $77,000 over the past eight years. They refuse to stand by their contract and pay the maximum of $5000.00 as stated in the contract.
  
  Do not use this company! They will not pay out and their system is set up to where they will take months to even talk to you.

  Business Response

  Date: 09/17/2024

  
  
  Home Warranty of America (HWA) apologizes for any
  frustrations the customer may be experiencing regarding their oven stove
  cooktop claim (no.: **********
  
  On August 15, 2024, the customer placed a claim stating the
  top left burners were not igniting and HWA dispatched A1 Quality Appliance. Based
  on the diagnosis received, HWA offered the customer cash back in lieu of
  replacement in the amount of $338.00. However, the customer declined. Please
  refer to section Limits of Liability (9) of the Service Contract, “Repairs/Replacements:
  We have the sole right to determine whether any Covered Item will be repaired
  or replaced. Parts and replacements will be of similar or equivalent quality
  and efficiency to those being replaced, subject to all other provisions of this
  Contract. Where replacement equipment of identical dimensions is not readily
  available, We are responsible for providing installation of similar quality
  equipment but NOT for the cost of construction or carpentry made necessary by
  different dimensions. We are not responsible for upgrading or matching color or
  brand.”
  
  Upon speaking with a Case Manager, replacement was increased
  to $669.00, but the customer also declined.
  
  Please be advised the customer has a 36” Thermador Pro
  Series range with five burners and a griddle. Therefore, HWA would like to extend
  a final offer to the customer in the amount of $1,500.00. This is the maximum payout
  per the contract term. Please refer to section Limits of Liability (10) of the
  Service Contract, “Commercial Grade Equipment: We are not liable for the repair
  or replacement of commercial grade equipment, systems, or appliances. We will
  pay no more than $1,500 in the aggregate (or $2,500 when coverage includes
  OrangePlus) during the Coverage Period for the repair or replacement of
  professional series or similar appliances, including, but not limited to brand
  names such as Sub-Zero, Viking, Bosch, JENN-AIR, GE Monogram, Thermador,
  subject to all other provisions, limitations, and exclusions in this Contract.”
  
  Should the customer choose to accept as resolution to his complaint
  please have the customer email ******************************** Funds are mailed in the form of a check and subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.
  

  Customer Answer

  Date: 09/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  the insurance police says it will replace our appliances with similar appliances. Attached is the exact same range/oven that we have paid to i sure for the past seven years.  Their offers do not come close to replacing our range.  With the little amount they are offering we cannot buy anythi g close to what we insured.
  
  
  
  
  
  
  
  Regards,
  
  
  
  **** *****

  Business Response

  Date: 10/02/2024

  
  
  We apologize the customer is still dissatisfied. However, we
  have offered the customer the maximum payout per the contract term.
  
  Please refer to section Limits of Liability (10) of the
  Service Contract, “Commercial Grade Equipment: We are not liable for the repair
  or replacement of commercial grade equipment, systems, or appliances. We will
  pay no more than $1,500 in the aggregate (or $2,500 when coverage includes
  OrangePlus) during the Coverage Period for the repair or replacement of
  professional series or similar appliances, including, but not limited to brand
  names such as Sub-Zero, Viking, Bosch, JENN-AIR, GE Monogram, Thermador,
  subject to all other provisions, limitations, and exclusions in this Contract.”
  
  We have fulfilled our contractual obligation.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer Answer

  Date: 10/08/2024

  [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 of $1500.00 is satisfactory to me.
  
  
  Though the company HWOA should be ashamed for first only offering $300 and for the way they do business.
  
  Regards,
  
  
  
  **** *****