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:09/13/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a home warranty through this company and I pay 152 per month for this service. For the last two months I have called numerous times to get service. No one answers the phone I am asked to leave a call back number and they will call me back. No one has called me back. I have two issues that need immediate action and I cant get a response from them.

  Business Response

  Date: 09/16/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding policy no. IL03-SA01916139. 

  I contacted the customer today and left a voicemail message for a return call.  Additionally, the customer has the option of placing a new claim for service online via their account portal at ***************************** and may login by using the referenced policy number and email address associated with their policy. 

  Thank you,

  **** *.
  Consumer Advocate 

• Initial Complaint

  Date:09/13/2024

  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.

  They denied my claim without looking into the details and inspection report of the person who came and inspected my AC unit, they claim that because I have no invoices that they wont cover my problem even though I already invested thousands in this unit and never bothered them about it. They dont look at the facts and use any excuse to deny your claim

  Business Response

  Date: 09/16/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 14581869). 

  Our records indicate that the customer placed their claim for service on July 8, 2024. *** dispatched ***************************** to the customer's home who reported a leak in the system.  

  Based upon this information, HWA corresponded with the customer requesting they provide proof of preventative maintenance as the customer's prior air conditioning claim (claim no. *******) was denied due to lack of maintenance.

  As per the prior claim determination for claim no. *******, "Based on the information provided to us by you and the Service Provider(s) assigned to your claim, it has been determined that the **** system has developed dirt and debris buildup, restricting the necessary airflow throughout the system and requires a cleaning/maintenance service. Once the maintenance service has been completed, the system can be tested accurately if issues persist. Please refer to section Limits of 11 of your policy. Your policy has the following exclusion, we are not responsible or liable for normal or routine maintenance." 

  Per section G(5) of the User Agreement, "We will not pay for repairs or failures of a Covered Item that results from Your failure to perform normal or routine maintenance." 

  As such, HWA is pending receipt of documentation confirming that the recommended maintenance was performed after receipt of the claim determination letter in order to complete claim evaluation accordingly. The documentation may be uploaded via the customer's account portal at *********************************.  

  Thank you,

  **** *.
  Consumer Advocate 

  Customer Answer

  Date: 09/19/2024

  
  Complaint: 22280582
  
  I am rejecting this response because:

  all Of the claims that *** submitted have always been denied and everything Ive done has been out of my pocket. I have invoices of the ducts being replaced which was 5k. And now they are denying encause supposedly I didnt do maintenance, which Ive done it twice this year and I have the videos to prove it. They dont want videos they want invoices but the services were paid in cash and I dont have invoices. That is the whole reason why they sent out a technician the last time they came and he inspected my filter and noticed that it was clean and he also inspected my unit and he even said that it was clean. Whats the whole point of sending someone to inspect it if they will find any excuse to deny the claim. The unit is clean and has been serviced and the tech that they sent out even said that everything looks good on my unit and there should be no reason for denial, and now this is happening, this is my second year with this company be abuse I renewed but even though Ive renewed Ive been paying out of pocket for everything and has cost me thousands of dollars, there are more issues with the ** unit that they didnt cover and I have photo proof that they were repaired. 

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

  Business Response

  Date: 09/23/2024

  ********* *., 

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

  *** requested the customer provide maintenance as the prior technician reported, "System only getting 4 split. Unit has clogged up evap coil need to clean coil to further diagnose. Clean Coil Then Finish Diagnosing. 

  Nonetheless, in goodwill, *** has provided the technician with authorization to recharge the system with refrigerant and leak seal as per their recommendations. 

  HWA requests this matter be closed.  

  Thank you,

  **** *.
  Consumer Advocate
  

• Initial Complaint

  Date:09/12/2024

  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.

  For over two years, I have had a home appliance insurance policy with Home Warranty of America for my apartment. On July 23rd, I submitted a claim for the air conditioning unit in my apartment, which was not functioning properly. After several calls and two visits from a technician, the company finally approved the claim on August 20th to replace the air conditioning unit. However, I was required to deposit $997 into their account. I deposited the money, but they have not replaced the unit, continually offering different excuses for the delay. I call several times a week, but they keep making excuses and have not installed the unit, despite the fact that people have been suffering from heat in the apartment for more than six weeks. Additionally, I have continued to pay the monthly fee of $56 for the insurance policy throughout this period. Therefore, I need either the air conditioning unit to be repaired promptly or a refund of my money.

  Business Response

  Date: 09/16/2024

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 14850629).
  
  Based on the diagnosis received from *****************************, *** approved the claim for a new Condenser. *** is supplying the Condenser and covering the technicians labor. There are non-covered charges due to the technician in the amount of $1,000.00 for any modifications, upgrades, removal, disposal or haul away. The customer is also responsible for additional equipment cost in the amount of $997.75 for the Air Handler upgrade.
  
  Please refer to section Exclusions (4) of the Service Contract, Excluded Repairs: We are not responsible for providing upgrades,components, parts or equipment required due to the incompatibility of the existing equipment with the replacement system, appliance or component/part,including but not limited to SEER standard, R-410A and/or 7.7 HSPF or higher compliant, as well as any other efficiency required by federal, state, or local governments.
  
  Please refer to section Limits of Liability (13) of the Service Contract, Haul Away: We are not responsible for removal and hauling away of old equipment or appliances, unless ********** coverage has been purchased. Where available, You may choose to pay an additional fee directly to the Authorized Repair Technician for removal and/or disposal of an old system,component or appliance.
  
  On 8/22/24, the customer accepted the charges and *** placed an equipment order. Although there was an issue as our Supplier(s) did not have the equipment in stock. Please refer to section Limits of Liability (1) of the Service Contract, Delays: Problems cannot always be diagnosed and repaired on the first Service visit. We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs.
  
  As we are unable to obtain the necessary equipment due to availability issues with our Supplier, *** reached out to the technician today (9/16) to inquire if he can supply equipment.
  
  As an alternate option, *** would like to offer the customer our full cost for repairs in the amount of $1,534.00 upon receipt of a paid repair invoice. This represents our cost for the condenser with labor. Meaning the customer can elect a technician of his choosing to complete replacement and submit the paid invoice for reimbursement of $1,534.00. Should the customer choose to accept as resolution to his complaint please have the customer e-mail *********************************************************************************.
  
  Please also be advised should he choose this option, *** will refund the additional equipment cost he paid on 8/22/24 for $997.75.
  
  In the interim, we are pending a response from ***************************** to see if he can supply the equipment.  
  
  Thank you,
  ******** *.

• Initial Complaint

  Date:09/09/2024

  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 November 6th, 2023 I filed a claim with Home Warranty of America for a non working microwave / exhaust fan combo. The 1st company that came out to repair the microwave, collected our $100 service fee, and said parts weren't available and it needed to be replaced. *** said no, it could be repaired. We have had 2 other companies come out in the last 10 months. One ordered the wrong part and then ghosted us. The 3rd company showed up to repair it, saw the part was incorrect, and ordered the correct part. This was on Feb 19th, 2024. We are still waiting. Calls and emails and messages on the website are not returned. In addition on June 26, 2024 we contacted *** when our refrigerator freezer quit cooling. A contractor came out, collected the $100 service fee and diagnosed a compressor failure. *** determined the refrigerator freezer was under warranty from the manufacturer for this part. They instructed us to contact the manufacturer and arrange repair, and upload our paid invoice for reimbursement. We did this, we have received no reimbursement and *** is not returning calls, emails, nor messages on their website.We pay *** $78-$90 depending on when our contract renewed and the price was raised. However we are out money for the labor to repair our refrigerator and we STILL, TEN months later, do not have a working exhaust fan/ microwave.

  Business Response

  Date: 09/16/2024

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their microwave and refrigerator claims (no.: ********; ********; 14412687).
  
  Microwave (no.: ********; ********)
  On November 6, 2023, the customer placed a claim stating the microwave had no power and *** dispatched *********** ************** Based on the diagnosis received, *** authorized the technician to replace the control board. Although the technician informed *** the part needed for repairs was on back order with no estimate time of arrival. Please refer to section Limits of Liability (1) of the Service Contract, Delays: Problems cannot always be diagnosed and repaired on the first Service visit. We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs.
  
  *** then confirmed the part was no longer available. As a result, *** offered the customer cash back in lieu of replacement in the amount of $191.00. Please refer to section Limits of Liability (9) of the Service Contract, 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. Notification was emailed to the customer on 12/20/23 with a link to begin the replacement process.
  
  Although *** did not hear from the customer regarding this matter again until 1/25/24 wherein he requested an update. *** informed the customer we offered replacement towards a new microwave but received no response. After 30 days of inactivity, the claim was closed.
  
  Therefore, a new microwave claim (no.: ********) was placed stating the unit had no power. *** dispatched *********** ************** and based on the diagnosis received, *** authorized the technician to replace (2)door switches. Additionally, the bracket had broken tabs as a result of the door being closed with excessive force. Please be advised that tabs would not break themselves under normal operating conditions. Please refer to section Definitions (9) of the Service Contract. Covered Items mean systems and component as specifically described herein as Included under ************ Plan and that (iii) become inoperative due to unknown mechanical or electrical failures or normal wear and tear, including breakdowns due to insufficient maintenance (Breakdown).
  
  On 2/12/24, a claim determination letter was sent to the customer with the option to appeal and he did. Although our records indicate he did not speak with his assigned Case Manager nor has CHW heard from the customer since 2/12/24.
  
  Nevertheless, *** would like to re-extend our initial offer to replace the microwave in the amount of $191.00. 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.
  
  Refrigerator (no.: 14412687)
  On June 26, 2024, the customer placed a claim stating the refrigerator was not freezing or cooling and *** dispatched ******************** Based on the diagnosis received, it was determined the compressor failed. However, the failed part is under a manufacturers warranty and must be sourced through the manufacturer. Please refer to section Limits of Liability (12), Warrantied Products: We are not responsible for repairs of systems or components covered under a manufacturers warranty. Our responsibilities will be secondary to any manufacturer or suppliers warranty or other extended or in-home service contracts that exist for the covered systems, components, and appliances.
  
  *** informed the customer of such and that he would need to use an LG Certified technician to complete repairs. Additionally, to upload the paid repair invoice to receive reimbursement for labor. ***** advised that *** has not received a paid repair invoice to date. Therefore, the customer may email the paid repair invoice to ********************************************* to receive reimbursement for labor towards repair/replacement of the compressor.Funds are mailed in the form of a check and subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  ******** *.
  

• Initial Complaint

  Date:09/09/2024

  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 paid for this warranty in February of 2024. I attempted to utilize this to fix a refrigerator that stopped working properly in July. The company assigned a vendor. The vendor showed up and collected $85 for a service fee per the contract. They left saying they needed to get parts for the system. Over the next 6 weeks the vendor did not return calls or texts about parts or give us an update. In late August we finally got an update saying the parts should be in that week. After a few more requests going unanswered I went to the claim with the home warranty company in September. They had closed the claim. When I contacted them they said they assumed it had been fixed and closed the claim. A new claim and a new service fee would be required. To add insult, when I filed a claim and requested the service fee be waived, they assigned the same vendor. After multiple communications with this company I decided to cancel the second request and have the refrigerator fixed on my own. This complaint is about this company not honoring their end of a contract. I am requesting a full refund of the contract price along with the service fee I paid.

  Business Response

  Date: 09/10/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 14436768). 

  Our records indicate that the customer placed their claim for service on June 28, 2024.  *** dispatched **** Appliance Repair to the customer's home to submit the diagnosis. However, they failed to provide their findings and therefore the claim closed after 30 days of inactivity.  

  Per section E(14) of the User Agreement, "You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Providers performance. You also agree that We are not liable for damages caused by the Service Provider, including, but not limited to, consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages." 

  Our most recent records indicate that a new claim for service on the refrigerator was placed on September 5 which is assigned to Lone Star Appliances with an appointment scheduled for tomorrow, September 11, between the hours of 11-3PM.  

  With respect to the customer's request for reimbursement of the service fee, the service fee is required for each claim placed and paid directly to the service provider. As such, the customer must direct their request to Ness Appliance Repair accordingly. 

  Lastly, with regard to the customer's request for a full refund, per section I(2) of the User Agreement, "If You cancel at any time after the first 30 days from the Order Date, We will pay You a pro rata refund of Your paid Agreement Fee for the unexpired term at the end of the month of which You cancelled less any Service Costs incurred by Us. In addition, You shall be responsible for an administrative fee of the lesser of
  $50, or such amount as is permitted by law." 

  Nonetheless, as a gesture of goodwill, *** is pleased to offer the customer a full refund of the paid policy premium in the amount of $1,240 with policy cancellation, which will also cancel any active or pending claims.  Should the customer wish to accept as resolution to this matter, they may email *******************************************************************************.  

  Thank you,

  **** *.
  Consumer Advocate 

  Customer Answer

  Date: 09/10/2024

  
  Complaint: 22259085
  
  I am rejecting this response because:
  
  **** contacted me on 9 Sept and stated that *** debited their account for $85 due to their inability to accomplish the repair. This means *** now has my payment or their vendor is not truthful. I am not holding *** liable for any damage but I am holding them accountable for their end of the contract. All I want is for them to pay the $85 they already have to fix my appliance. In no way am I in the wrong for making this request. I am out the contract price of 1240 and a fee of 85 and nothing has been accomplished. It should not be my responsibility to collect from **** but that of *** because they assigned the vendor and from my messages from **** they have done so. **** efforts cost them exactly zero and refunding my entire contract fee minus some deductions ends up doing nothing but encouraging actions like this whole fiasco. I want them to either give me my $85 already paid, apply the $85 they collected from **** (according to ****) to Lone Star to repair, or go get the $85 from Ness and have it applied or sent to me. 
  
  Regards,
  
  *********** ********

  Business Response

  Date: 09/19/2024

  ********* *.,
  
  HWA is sorry to hear of the customers continued frustrations.
  
  Our most recent records indicate that the customer has opted to close the refrigerator claim. 
  
  Nonetheless, as a gesture of goodwill, *** is pleased to offer the customer reimbursement of the service fee in the amount of $85, in addition to receiving a full refund of the paid policy premium in the amount of $1,240 with policy cancellation.
  
  Should the customer wish to accept as resolution to this matter, they may email *******************************************************************************.  

  Thank you,
  
  **** *.
  Consumer Advocate 

  Customer Answer

  Date: 09/19/2024

  
  Complaint: 22259085
  
  I am rejecting this response because:
  
  I appreciate the response. All I wanted was for my refrigerator to be fixed. I closed the second claim for the same issue because there was not a resolution and I was informed multiple times I would be paying another $85. After multiple calls I was informed that *** does not have the $85 dollars from the original vendor despite the documentation they provided me. The supervisor I talked to was rude and said that she was the top supervisor. I tried to explain the situation but she refused to listen and told me I would be on the hook for another $85 since the original claim was closed. When I asked to speak to her supervisor she got defensive and basically cut the call off. I just want my refrigerator fixed. Assign a vendor that is capable and will do the job. As a who has their own clients I weigh completing service that they pay for heavily and expect other businesses to do the same. *** is more than welcome to reach out to me with a new vendor.
  
  Regards,
  
  *********** ********

  Business Response

  Date: 09/23/2024

  ********* *., 

  The customer submitted their complaint requesting *** provide a full refund in addition to reimbursement of the service call fee, which *** has offered to resolve this matter.  However, the offer has now been declined and the customer now wishes to move forward with their refrigerator claim.  

  In order to move forward, the customer will be required to pay the service call fee upon arrival of the newly assigned service provider.  Nonetheless, *** has authorized reimbursement of the service fee paid on the prior claim to avoid the customer paying a duplicate fee. 

  A check in the amount of $85 will be mailed to the following mailing address with 30 days: ***** ********, *************************************** 

  In the interim, the claim has been returned to dispatch and is currently awaiting assignment with a new service provider accordingly. 

  HWA requests this matter be closed. 

  Thank you,

  **** *.
  Consumer Advocate
  

  Customer Answer

  Date: 09/27/2024

  [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. This did not have to be this difficult. I only wanted the company to honor the contract. It should not have taken this long to do so. In the mean time I have had a broken refrigerator and have been forced to use alternate means other than the kitchen refrigerator. While they are refunding a service fee, I am still stuck with a broken appliance and will have to start all over. I want this annotated for the record as a warranty company collects a large fee to insure me from broken items like this and once they break, they need to be fixed in accordance with the coverage and contract after my service fee is paid and the technician determines it to be under that warranty. No more or less. 

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

• Initial Complaint

  Date:09/08/2024

  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 pay $80 so that they will repair or replace my items. Replacement are meant to be of greater or equal value however when my dishwasher stopped working and we called them, they sent someone to come look at it who said it couldn't be repaired and they refused to give me enough money to get a new dishwasher let alone one like the one I have. Just looking at the price of dishwashers it is clear that $240 is not enough to buy a new dishwasher and then they reveal that in the terms and condition you have to agree with to get the plan, they can just decide how much they want to give you in lieu of a replacement and this is ridiculous. They said that I would get a replacement dishwasher and I want my replacement dishwasher.

  Business Response

  Date: 09/09/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 15071519). 

  Our records indicate that HWA 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, dimensions 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 placed an appeal which prompted assignment of a Case Manager, and it was explained that *** offers cash back at Our cost, which may be less than retail. Therefore, the buyout was not increased in accordance with the terms of the contract. 

  Nonetheless, in goodwill, *** is pleased to offer the customer a buyout increase from $246 to $499 as a final offer. Should the customer wish to accept, they may email *******************************************.  Upon acceptance, a check will be mailed within 30 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 

• Initial Complaint

  Date:09/06/2024

  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.

  My policy # with *** is IL03-SA01792778 I called to cancel my home warranty on 8-29-24. The male agent emphatically told me if I canceled my coverage would END that day and I would not be refunded any premium. I said ok and he said it was canceled. Today 9-6-24 HWA charged me my premium of $61.36. I called *** to demand a refund and the agent told me he sees conversation of 8-29-24 noted in their system, but the policy remains active and I was charged erroneously. The nice agent I spoke to dumped me into a callback queue. HWA prior behavior is concerning. I demand HWA cancel my policy immediately and refund me the amount they charged my credit card of $61.36

  Business Response

  Date: 09/09/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding policy cancellation (policy no. IL03-SA01792778). 

  Our records indicate that the customer contacted us on August 29, 2024, to process a cancellation of their policy. However, the policy remained active due to system error. 

  Nonetheless, *** has authorized a refund in the amount of $61.36 to account for September's paid premium.  The refund will be credited to the customer's card ending in 2288 within 7-10 business days. 

  HWA requests this matter be closed. 

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:09/05/2024

  Type:Delivery 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.

  Hello All,My Mother ****** *** Border resides with me at ***************************************. We had a problem with our Air Conditioning unit condenser coil after replacing the entire unit. The part we didnt replace went out. We reached out to the warranty company who assured me that within 30 days my entire home would be covered. I explained to the representative that my Mom is 83 and we cant afford to be without AC he said he understood. Here we are 2 months later the coil condenser has gone out and I have been denied service. I want the company to live up to their promise and repair the unit. I paid out of pocket to the other company over $5000.00 dollars.

  Business Response

  Date: 09/11/2024

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 15158882).
  
  On August 12, 2024, the customer placed a claim stating the upstairs air conditioning unit was not cooling and was also leaking.Additionally, that the evaporator coil needed to be replaced. *** dispatched Centel Heating & A/C LLC and based on the diagnosis received, the technician was authorized to add 3lbs of R410A. Repairs were completed.
  
  On 8/28/24, the customer contacted *** and stated the technician added refrigerant, but the unit was not cooling again. Therefore, *** recalled Centel Heating & A/C LLC for 8/30/24. Per section III. Service Calls (F), *********** performed under this Contract should fail, then We will provide for the necessary repairs without an additional Trade Call Fee for a period of thirty (30) days on parts and thirty (30) days on labor from the date the Services were materially complete.
  
  Based on his additional findings it was determined that the evaporator coil was leaking and needs to be replaced. Therefore, based on the information obtained, this unit has not entered the policy in proper working order and is not working properly due to pre-existing conditions. Please refer to section Definitions (10) of the user agreement, *************** and Components means systems and components as specifically described herein as Includedunder Your Plan and are in proper working order on the Coverage Period Start Date.
  
  On 8/31/24, a claim determination letter was sent to the customer with the option to appeal and she did. On 9/5/24, the customer spoke with an *** Representative, but the denial was upheld as the user agreement does not cover pre-existing conditions.
  
  Our most recent records indicate a Case Manager (***** *. *************************************** x4402) has been assigned to address the customers appeal. She may contact her Case Manager directly or schedule a claims discussion via the calendly link that she received to schedule a claims discussion.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.

  Customer Answer

  Date: 09/11/2024

  
  Complaint: 22245467
  
  I am rejecting this response because: I was under warranty when this occurred. I didnt violate my warranty by simply informing you what had been replaced previously on my unit. I feel as though you are trying to get out of replacing my unit. Obviously, you are not going to replace my unit at this point. Instead of dealing with a company that is a scammer just give me my money back for when I joined your services and I can join a reputable warranty company. You were listed in the top 10 of best warranty companies apparently that was a mistake or misprint to say the least because you do not care about your customers. Its all about keeping your customers money. Just refund my money and I will go to a reliable company that  stands by their word, Moreover, reliable, dependable and trustworthy.
  
  
  
  Regards,
  
  *** *****

  Business Response

  Date: 09/23/2024

  ********* *.,
  
  We apologize the customer is still dissatisfied. On 9/11/****** customer spoke with her Case Manager. Although the denial was upheld as the User Agreement does not cover preexisting conditions. As a result, the customer terminated coverage. Confirmation of such was emailed to the customer the same day. Since the customer was a monthly policy holder and did not prepay for coverage, there was no refund due at cancellation.
  
  Nevertheless, *** will offer the customer a refund for Augusts premium in the amount of $54.17. Should the customer choose to accept as resolution to her complaint please have the customer email mcintron@************************************.Payment is subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  ******** *. 

  Customer Answer

  Date: 09/23/2024

  [please send me my last payment back within the next 30 day. ]
  
  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:09/05/2024

  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.

  Purchased on 6/14/2024 for $525 .I was told i could get a full refund if i changed my mind within 30 days.i called **** on 7/2 on a tuesday i left a message that i wanted to cancel.I called again on 7/3 and spoke to **** on wed he said ok *********************.still no reund y 8/26.i called again and left a voice message..i would like my refund..I called again 9/4 wed and spoke with ******.she said my 30 days were up and i would only get a portion on my money back b ut she could ofer for me to pay $56.75 a month and get a reund of $470.25 they will . I explained i did"nt file a claim..the first time a called was to cancel on 7/2 and she could pro rate each day i had the policy and send the rest..in order to not lose money advised to keep policy so i did.what else was there to do? '' HOME WARRANTY OF AMERICA' I CAN GET MY PHONE RECORDS OR PROOF I CALLED 7/2 AND 7/3

  Business Response

  Date: 09/06/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding policy cancellation (policy no. 407314381). 

  HWA has processed a cancellation of the policy with a full refund in the amount of $525.  The refund will be credited to the customer's card ending in 6689 within 7-10 business days.  

  Thank you,

  ************
  Consumer Advocate 

  Customer Answer

  Date: 09/06/2024

  [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:09/04/2024

  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.

  We put in a claim with this home warranty company because our refrigerator went out completely. We are a home with 3 children and 2 parents. We filed this claim on August 19th, and it took 3 days to even get a technician out to our house to examine the fridge. The technician has not been responsive only occasionally and barely answering our texts. We found out yesterday only because we continued to text the tech, that the part is supposedly on back order and could be 7-30 days to come in. This is outrageous and we shouldn't be expected to go without a fridge for anywhere near this long. To be honest, it feels like this company is a sham and they are just putting us off and holding us off until we give in and just go buy a new fridge and drop this case. We literally have no where to keep anything cold and this has already been going on for 15 days!! I want to make sure that no one else makes the mistake of using this company. The technician is not professional, not friendly, and not responsive. This has been a terrible experience thus far all the way around. At this point, after this much time has passed, if they can't fix the fridge immediately, then they need to replace it.

  Business Response

  Date: 09/06/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 15265439).
  
  Our most recent records indicate HWA offered the customer cash back in lieu of replacement in the amount of $1,199.00. Please refer to section G(3) of the user agreement, ** reserve the right to offer cash or cash equivalent in lieu of repair or Replacement in the amount of Our available wholesale cost (which is less than retail) to repair or Replace any Covered Item. Cash or cash equivalent offered in lieu of repair or Replacement does not include the cost of shipping, tax, or installation. When cash or cash equivalent is issued to Replace a Covered Item, You may not make subsequent claims on such Covered Item for 1 year from the date of issue.
  
  Notification was emailed to the customer today (9/6) with a link to begin the replacement process. Funds are issued in the form of a Lowes E-Gift Card and subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************