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:09/04/2024

  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.

  I have had an HVAC issue. I submitted a claim and they *** four different technicians, none of which could do the work, Reasons varied from not working on the ***** unit to simply not having a ladder. I was asked to find my own technician, which I did, Unit was tested, found to have a coll leak. HWA is not approc=ving because they want pictures of the bubble test. it was explained to them that it was physically not possible as the leak is on the back of the coil. they continue to hold approval for the work, This has been going on for over 6 months.

  Business Response

  Date: 09/06/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 13676844). 

  Our records indicate that the customer placed their claim for service on May 8, 2024.  *** dispatched the work order to ******** Heating and *******, however they requested to be removed from the work order as they were unable to access the unit. 

  *** reassigned the claim to KDM HVAC who requested to be removed from the work order as they were unable to service Trane systems.  *** then reassigned the claim to ******************** however, they were unable to keep the appointment due to scheduling conflicts. 

  Per section 1, Limits of Liability of the User Agreement, "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." 

  *** reassigned the claim to Air Plus who reported a leak at the indoor coil.  Based upon this information, *** requested the technician perform a nitrogen leak test to confirm the leak location.  However, they were removed from the work order due to their refusal to provide this information. In lieu of awaiting reassignment, the customer opted to move forward with the Claim Reimbursement Process which allowed them to select a technician of their choosing to submit the diagnosis for claim evaluation.  

  Upon receipt of the diagnosis on August 1, HWA requested they perform a nitrogen leak test to confirm the leak location.  

  There was no further contact from the customer until August 22.  It was explained that their technician needs to confirm the location of the leak with photos in order to move forward with claim evaluation.  This information must be provided online at www.hwaclaims.com. 

  With respect to the customer's request for a full refund, the customer is not entitled to a full refund of the paid policy premium upon request for policy cancellation.

  Per the Cancellation clause 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, less any actual Service costs incurred by Us and an administrative fee of the lesser of $30 or 10% of the Contract Fee." 

  Nonetheless, in goodwill, HWA is pleased to offer the customer a partial refund in the amount of $2,733.74 with policy cancellation, which represents the paid policy premium in the amount of $3,281.26, minus service costs in the amount of $547.52.  *** has waived the cancellation fee in addition to waiving the prorated amount deducted from the refund.  

  Should the customer wish to accept as resolution to this matter, they may email *******************************************. 

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:09/03/2024

  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 filed a claim on June 29th, 2024. *** could not find a technician. I was authorized to find my own after numerous calls. It took a few weeks to get a technician to come out and determine the ** and heat pump needed to be replaced. After numerous more calls and not being unable to load documents. I uploaded documents into the portal numerous times. HWA closed my claim and made me start over. They said it was over 30 days. Unfortunately, I was unable to get clarity on their timeline or a recognition that they were the reason for the delay. I was finally authorized to move forward with my repairs. They have offered to reimburse $1,698.58. They have not been able to explain what they are covering and why not the $5,000. They have acknowledged that they are not covering the heat pump. I have been lied to, hung up, given phone numbers that do not you allow to reach extension. I have called over 20 times, spent numerous hours on line and still no answers.

  Business Response

  Date: 09/06/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claims (claim nos. 14460891 and 15265952). 

  Our records indicate that the customer placed their initial claim for service on June 29, 2024.  Due to higher-than-normal service demands, on July 11, *** 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. Upon acceptance of this option, the customer was provided with the following instructions to ensure proper reimbursement steps are followed:

  1. Reimbursement is only available for covered repairs.
  2. You are required to get authorization from HWA before commencement of any repairs.
  3. For heating and air conditioning claims photos will be requested. To avoid any delay in
  processing your claim, please ensure your Service Provider takes pictures of the name plate
  and the inside and outside unit
  4. Your technician MUST submit a complete diagnosis online at www.hwaclaims.com.
  This department is only open during normal business hours. Failure to obtain authorization
  before repairs commence will cause a forfeit of your right to receive reimbursement from HWA.
  5. Your Service Fee will be deducted from the total reimbursement amount.
  6. Please allow 30 days to receive your check. 

  However, as the diagnosis was not provided to us within 30 days, the claim closed due to inactivity.  

  On August 19, the customer placed their subsequent claim for service on the air conditioning.  However, in lieu of awaiting dispatch, the customer requested *** allow them to proceed with using their own technician. 

  HWA received their technician's diagnosis on August 26 which reported a leak at the coil.  In response, *** requested they perform a nitrogen leak test to determine the location of the leak.

  Based upon the information received, it was determined that the coil leak was located within the ********** ****** BTU unit.  *** then requested their technician provide a full pricing breakdown as the policy excludes coverage for system modifications, upgrades, and disposal. 

  Per section 4, Exclusions of the User Agreement, "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." 

  Per section 13, Limits of Liability of the User Agreement, "We are not responsible for removal and hauling away of old equipment or appliances." 

  Upon receipt of the itemized breakdown, HWA authorized reimbursement in the amount of $1,698.58 which accounts for the cost of replacing the ********** ****** BTU unit in the amount of $1,160.75, labor in the amount of $554.50, and refrigerant recovery in the amount of $83.33, minus the contractual service fee of $100.  The remaining charges account for either system upgrades or modifications which are excluded as outlined above. 

  As such, payment will be processed upon receipt of the paid repair invoice which may uploaded to the customer's account portal.  

  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:08/31/2024

  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.

  Im trying to put a claim with my home warrant and the employees keep hanging on me. I asked to speak to a supervisor and was put on hold for 20 minutes and then hung up on again. Im trying to get my AC fixed but the warrant company is refusing to help me or return my calls.

  Business Response

  Date: 09/06/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced when attempting to place a new claim for service. Your experience falls short of our standards, and we are committed to addressing this issue internally and ensuring that it does not happen again. 

  Our most recent records indicate that the customer placed their claim for service on the air conditioning (claim no. 15474860) which is assigned to True Comfort HVAC, **** with an appointment scheduled for Monday, September 9. 

  With regard to placing a claim, in lieu of contacting HWA directly, the customer has the option of placing a new claim for service by accessing their account portal at www.my.hwawarranty.com and may log in by using their email address and policy number.  

  HWA requests this matter be closed. 

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:08/30/2024

  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.

  We filed a claim because our Jenn-Air double oven stopped working. They could not find a replacement part, so the resolution was "replacement" of the oven. *** said they would be emailing us $667 in the form of a Lowes eGift card in 30 days. Huh?1. $667 (minus the $100 service fee) is only about 25% of the price of a new oven, so we will be out of pocket over $1500.2. Waiting an entire month to receive the payment is not acceptable. We need a new oven now, not in 30 days.3. Why force us to shop at *****?We have been with HWA for about 5 years, and are very disappointed in this resolution. A higher settlement would be more appropriate. 25% towards the price of a new oven is not acceptable. Then, having to wait 30 days for this small payment just makes it worse. Unless there is a resolution, we will be cancelling our HWA account and warning others about their claims practices.

  Business Response

  Date: 09/03/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their oven stove cooktop claim (no.:14906660).
  
  On July 26, 2024, the customer placed a claim stating the oven was not working correctly and there were error codes: F2 & F5.Additionally, he preheated the top oven to 400 degrees, but the broiler comes on and the oven does not turn off. HWA dispatched ******************* and based on the diagnosis received, HWA offered the customer cash back in lieu of replacement in the amount of $667.00.
  
  Please refer to section Limits of Liability (9) of the user agreement, 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.
  
  On 8/25/24, the customer accepted replacement but expressed his dissatisfaction with the method of payment and time frame to receive the funds. Furthermore, the customer withdrew his acceptance in his complaint filing.
  
  Please be advised the customer has a 30 Electric Double Wall Oven. Therefore, HWA will increase replacement to $1,799.00. Please see below for a comparable unit:
  *********************************************************************************************************************************************?cm_mmc=shp-_-c-_-prd-_-app-_-ggl-_-PMAX_APP_186_Cooking_Priority-Items-_-**********-_-online-_-0-_-0&gad_source=1&gclid=CjwKCAjw59q2BhBOEiwAKc0ijW-LZFYVFlSpbT7p8bD-n4Zf42NsDBk7rEu7VD7CTtUABoS2EIJ8QBoCTOYQAvD_BwE&gclsrc=aw.ds
  
  Should the customer choose to accept as resolution to his complaint, please have the customer e-mail mcintron@****************************************** are mailed in the form of a check and subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  ******************** 

  Customer Answer

  Date: 09/03/2024

  [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:08/28/2024

  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.

  Home repair was made per their instructions, refusal to provide reimbursement on a covered break.

  Business Response

  Date: 08/29/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 15159152). 

  Our records indicate that the customer placed their claim for service on August 12, 2024. 

  Per section 3(B) of the User Agreement, "Under normal circumstances, We will dispatch Service Requests to an Authorized Repair Technician within 48 hours." 

  The same day the claim was placed, the customer corresponded with us stating that they have already contracted with their own technician and that the repair has already been completed.  It was explained to the customer that *** does not provide reimbursement for unauthorized repairs.  Further, *** has the sole right to select the service provider. 

  Per section 3(D) of the User Agreement, "We have the sole and absolute right to select the Authorized Repair Technician to perform the Service. We will not reimburse for any services performed without Our prior approval." 

  Therefore, the customer's request for reimbursement was denied in accordance with the terms of the contract. 

  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: 08/29/2024

  
  Complaint: 22208600
  
  I am rejecting this response because:

  company does not provide technicians for days (AC was broken in *********), we had to prevent further damage to the property. Previously the month before, we had contacted the company regarding the *** after waiting days for a technician to be assigned, we were told to find our own tech. we did, and we followed protocol with authorization and repair. 

  this time, we did the same thing, we were told to find a technician, technician attempted to call to obtain the link, he was unable to be provided one to complete authorization due to "Customer gets a one time reimbursement option". We were never told that when we contacted to file the second claim. 

  HWA set up insureds for no coverage in this event, not from hiring contractors, nor from reimbursement and no disclosure. Please read ****** reviews as this seems to be a common issue.
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/30/2024

  **********************,
  
  HWA is sorry to hear of the customers continued frustrations.
  
  With respect to the prior air conditioning claim (claim no. ********) placed on July 6, 2024, our records show the customer was offered the option of selecting the Claim Reimbursement Process on July 7 in lieu of awaiting scheduling with one of our contracted service providers. 
  
  Per section 3(B) of the User Agreement, Under normal circumstances, We will dispatch Service Requests to an Authorized Repair Technician within 48 hours.
  
  Upon acceptance of this option, the customer was provided with the following instructions to ensure proper reimbursement steps are followed:
  
  1. Reimbursement is only available for covered repairs.
  2. You are required to get authorization from HWA before commencement of any repairs.
  3. For heating and air conditioning claims photos will be requested. To avoid any delay in
  processing your claim, please ensure your Service Provider takes pictures of the name plate
  and the inside and outside unit
  4. Your technician MUST submit a complete diagnosis online at www.hwaclaims.com.
  This department is only open during normal business hours. Failure to obtain authorization
  before repairs commence will cause a forfeit of your right to receive reimbursement from HWA.
  5. Your Service Fee will be deducted from the total reimbursement amount.
  6. Please allow 30 days to receive your check.
  
  The customer submitted the diagnosis as outlined in the instructions, and the claim was approved for repair. 
  
  With respect to the most recent claim placed, *** did not offer the customer the Claim Reimbursement Process. 
  
  Per section 3(D) of the User Agreement, "We have the sole and absolute right to select the Authorized Repair Technician to perform the Service. We will not reimburse for any services performed without Our prior approval."
  
  Further, the customer was already aware that *** does not provide reimbursement for unauthorized services as this was outlined in the instructions received in the prior claim. 
  
  Additionally, per section 3(D) of the User Agreement, HWA does not provide reimbursement for unauthorized services and has the sole right to select the service provider.
  
  As such, the customers request for reimbursement was denied accordingly.
  
  There is no further action HWA will take.
  
  Since the customer wishes to continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in the contract.

  This matter should be closed. 

  Thank you,

  ************
  Consumer Advocate
  

  
  

• Initial Complaint

  Date:08/27/2024

  Type:Order 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 contact HWA to file a claim concerning issues with AC unit, contractor was sent out twice within a month, last time being 8/21/24. Finding that my out side unit and inside unit are not compatible. Both units were replaced with in a year apart under HWA policy which was in 2018/2019. Upon speaking with warranty company they stated that policy does not cover issue even though they replaced both units. They offered me 750 dollars to help with cost of replacing either/or/or possible replacement of both. My issue is this is not my fault I had do way of knowing that units were not compatible, they sent technician that they choose to send I have no say so on that end. They told me to go after techs. My response was that my contact is with HWA not the technician. Their contract is with the vendi that they send out. They told me that the technician should have some type of insurance to cover when they make mistakes. Again I responded that my contract is with ***, they should resolve problem and they should go after techs. Ending conversation was that they can send out a check for $750 and I would be responsible for any additional cost

  Business Response

  Date: 08/28/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 14761730). 

  Our records indicate that the customer placed their claim for service on July 18, 2024.  *** dispatched Genietech to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the failure was due to installation of an undersized furnace which is causing airflow restrictions.  

  Based upon this information, *** informed the customer that we can either provide reimbursement of $750 upon receipt of a paid invoice or authorize $750 to the service provider assigned to the claim. 

  Pursuant to the Orangeplus Upgrade of the User Agreement, "We will pay no more than $750 in the aggregate during the coverage period for any improperly mismatched and/or unknown improper installation." 

  The customer was also informed that HWA is not liable for any potential negligence caused on behalf 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." 

  Therefore, the customer must direct their complaint to the service provider in accordance with the terms of 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:08/23/2024

  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.

  purchased a warranty when I bought this home on July 12th, 2024. 3 weeks later, the air conditioner went out. I filed the warranty and it was denied with their claim that there was a pre-existing issue. here are the relevant dates, that they refused to concede. May 1st - a home inspection was conducted - all units worked as expected. June 20th - the previous owner had the units serviced, all systems worked as expected. July 12th - I closded on the home and moved in. air worked fine. July 31st - unit quit cooling, called the warranty company. they took 5 days to dispatch someone to look at it - this alone was disappointing in the *********** summer. no urgency from them at all. was told I'd have a dedicated case manager but could never get in touch with them. I appealed the denial, and they kept saying the damage pre-existed. how could they know that? it worked May 1st, June 20th, July 12, and up until July 31. the tech who they dispatched agrees with me, yet the company wouldn't call him to hear the assessment. I have had to pay out of pocket to replace the system and would like reimbursement from the warranty company. that's the reason we buy warranties.

  Business Response

  Date: 08/27/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 14993132). 

  Our records indicate that the customer placed their claim for service on August 1, 2024, and listed the last time working date as July 31, 2024. 

  HWA dispatched All In Refrigeration to the customer's home to submit the diagnosis. However, as the estimate to complete the repair was underneath the amount in which required prior approval,the claim was automatically approved. A diagnosis is not required in the event the estimate to repair is underneath the pre-authorized limit.

  On August 5, a recall was placed for further inspection of the system. Upon reinspection, it was reported that the system has burned wiring going to the heat kit, is severely rusted and is in poor condition.  As term coverage commenced on July 12, 2024, HWA requested that the customer provide a copy of their Home Inspection Report for further claim evaluation.  

  Per section G(18) of the User Agreement, "We have the right to request routine maintenance records and/or home inspection reports in
  reviewing Our decision." 

  Upon receipt of the report, it was noted on page 25, section 8.4.2, "Heating System Concerns: Low Heat Output. The furnace was outputting lower than normal temperatures. We recommend evaluation and repair to ensure proper function".  Based upon this information, *** determined that the claim is non-covered due to pre-existing conditions as the failure developed prior to coverage becoming effective.  

  Per section C(4) of the User Agreement, "Except for Home Buyers coverage - which provides coverage for unknown/undetectable pre-existing conditions so long as the malfunction could not, or would not, have been detected by a visual inspection or simple mechanical tests - known or unknown pre-existing conditions are not covered." 

  The customer appealed claim outcome and provided a service invoice dated June 20, 2024, indicating that the refrigerant levels were checked in each system. However, the invoice did not confirm that the furnace was repaired as recommended in the Inspection Report. 

  The customer was also informed that the failure was caused by burned wiring which is a result of either a power surge or short, which is not a normal wear and tear failure. Per section C(2) of the **************************** (a) must become inoperative due to normal wear and tear."  

  Per section G(5) of the User Agreement, "This Agreement does not cover cosmetic defects or malfunction due to misuse, abuse, neglect, or physical damage, accidents, fire, freezing, water damage, electrical failure, or surge, or excessive or inadequate water pressure." 

  As such, HWA determined that the claim would 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, *** has abided by the policy terms and conditions and requests this matter be closed.

  Thank you,

  ************
  Consumer Advocate 

   

   

  Customer Answer

  Date: 08/27/2024

  
  Complaint: 22185549
  
  I am rejecting this response because:
  
  The servicing performed on June 20th said all systems were functional. All. Low output doesnt mean NO output. There was no indication on May 1st, during the inspection, or in June 29th when serviced that there was a pre-existing issue. If there were, it would have been repaired by the seller prior to closing. aLL systems were functional. Further, the system worked fine when we moved in and did for a few weeks before failing. You cant tell me this was pre-existing, when I know first hand that the system worked fine. The claim was for air conditioning, and the service provider you dispatched said the wire went to the heating. Two desperate issues. You left me in a hot house for a month, claiming that a wire was pre-existing with no evidence and I provided two documents of evidence, neither stating there was a burned wire. Horrible service, horrible customer service, dedicated claim agents that never answered phone calls. You should be held liable for fixing, replacing the cooling unit at a minimum, nothing ore-existing, unit worked fine for weeks after moving in.
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/28/2024

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

  *** is sorry to hear of the customers continued frustrations.

  The Home Inspection Report states that the furnace was outputting lower than normal temperatures with recommendation to have the system repaired to ensure proper function. The Inspection Report also includes a photo which shows a gauge reading confirming the outputting was lower than normal. 

  The Report also states that the ductwork is damaged and detached with recommendation of maintenance and repair, in addition to a report of missing refrigerant line insulation which was also flagged for repair. 

  Although the customer provided a service invoice dated June 20 which reports that the refrigerant levels were checked and systems were working properly, the Inspection Report lists several issues and repairs needed on the **** system which have not been addressed in the service invoice.     

  Moreover, the failure was caused by burned wiring going to the heat kit, which is not a normal wear and tear failure.  

  Per section C(2) of the **************************** (a) must become inoperative due to normal wear and tear." 

  Per section G(5) of the User Agreement, This Agreement does not cover cosmetic defects or malfunction due to misuse, abuse,neglect, or physical damage, accidents, fire, freezing, water damage,electrical failure, or surge

  Therefore, the claim will remain non-covered in accordance with the terms of the contract.

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

  Thank you,

  ************
  Consumer Advocate 

  
  

• Initial Complaint

  Date:08/22/2024

  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.

  At the time of purchasing my house, the seller paid for a warranty from Home Warranty of America. I never gave them explicit permission to renew my policy. Their emails go directly to my spam folder because of the objective nature of them: spam. I disregarded all their calls because I do not want any business with them yet still they claim that in doing all of that I consented to an automatic renewal of my policy.

  Business Response

  Date: 08/23/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding policy renewal (policy no. 124278756). 

  Our records indicate that HWA corresponded with the customer on July 28, August 4, and August 10, 2024, informing of policy expiration and autorenewal.   Per section 2(B) of the User Agreement, "If we elect to renew your plan, we will notify you of any revised terms (including any increase to the price of the plans(s)) at least thirty (3) days prior to expiration of the current coverage period. You will automatically be renewed for one (1) year coverage periods unless you notify us by telephone...." 
  
  The customer did not record their preference to cancel upon expiration and therefore the policy renewed at the auto renewal rate of $62.75 accordingly.  

  Our most recent records indicate that the customer processed a cancellation of the policy on August 22.  Nonetheless, in goodwill, *** has authorized a refund in the amount of $62.75 to account for the renewal period.  The refund will be credited to the customer's card ending in 7770 within 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: 08/23/2024

  
  Complaint: 22180532
  
  I am rejecting this response because:
  The entire business model of this company is to process auto-renewals without explicit approval from the customers. To include wording in your contract that you will auto-renew the policy unless a phone call is received is a huge red flag. Bear in mind that to cancel you need to call a sales representative, get transferred to a support person and then get transferred to another phone where you type in your phone number for them to call you back.

  It is painfully obvious that the business makes money by hoping people will not realise they are getting billed and then when these customers do find out and call them they have to talk to an aggressive cancellations representative. In my case, this unpleasant individual refused to cancel my policy unless I gave them a reason for the cancellation. How I conduct my business is none of theirs. Imagine getting questioned at the grocery store why you purchased a certain item and not their store brand and refusing service unless that was explained.

  Finally, there is no "out of courtesy". This was unused and unsolicited insurance and the charge has been disputed through my bank anyway.

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

• Initial Complaint

  Date:08/21/2024

  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.

  Purchased a home warranty back in May of 2024 for about $1,650 and had called Home Warranty of America in June of 2024 to get a service tech to my home regarding an ice maker and water dispenser that stopped working after I purchased the warranty. Once the tech came out, they diagnosed the problem as being a malfunctioning or no longer working wire harness in the fridges left door due to normal wear and tear and would require a full replacement of the door which would cost approximately $1,100. Home Warranty of America denied my claim stating that they do not consider the issue to be "normal" wear and tear however multiple service technicians (and online sources) had pointed out this is considered to be normal wear and tear, and the issue was a common issue with fridges. Home Warranty is denying the claim and therefore is not following through with their contract. After much time spent trying to escalate the issue and require additional information regarding the details of why they do not / will not cover the item that is in my contract, I am being ignored and my appointments are being cancelled when scheduled. It is absolutely impossible to get ahold of anyone who can help me understand their reasoning. Per the diagnosis given from the technician they sent out I would believe that my item is covered and they are trying to not pay out for the repair.

  Business Response

  Date: 08/22/2024

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

  Our records indicate that the customer placed their claim for service on June 4, 2024, stating that the ice maker and water dispenser are not working properly.  HWA dispatched ***** **** ******** to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the failure was due to a broken door wire harness.  

  HWA 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 wiring harness within the door has been broken resulting in improper operation of the system, requiring the door be replaced to effect repair. This is not a normal wear and tear failure. Please refer to section G5 of your policy. Your policy has the following exclusion, this Agreement does not cover cosmetic defects or malfunction due to misuse, abuse, neglect, or physical damage, accidents, fire, freezing, water damage, electrical failure, or surge, or excessive or inadequate water pressure." 

  The customer placed an appeal which prompted assignment of a Case Manager. The customer disputed their findings and requested the claim be further evaluated.  As such, HWA returned the claim to dispatch in order to obtain a second opinion.  

  However, in lieu of awaiting reassignment, the customer elected to use the Claim Reimbursement Process which allowed them to select a technician to submit their diagnosis.  The customer opted to use ***** **** ******** who again reported that the wire harness is broken.  

  In goodwill, HWA offered the customer partial reimbursement in the amount of $546.65, which the customer accepted on August 21.  All payments are subject to 30 days processing. 

  While we
  regret to hear of the customer’s frustrations, HWA has abided by the policy
  terms and conditions and requests this matter be closed.

  Thank you,

  Lori J.
  Consumer Advocate 

  Customer Answer

  Date: 08/22/2024

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

• Initial Complaint

  Date:08/20/2024

  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 purchased a home warranty from Home warranty of America. I was told that because I did not provide more details to include the leaking gas from my stovetop in the description, my claim was denied.The tech that was sent to service did not even check the hood while he was in my home and only agreed to list it in the work order was after I contact the company to verify that I had indeed included the hood switch in my claim. The response I got when I ask if this tech was even certified to do the work was never answered. The promised advertisement that I would be able to select from a list of service providers was never honored as one was just assigned. The fact that I am not an expert repair person and didn't mention the gas leak should not have been a penalty as the service tech should have inspected the entire unit for use and safety which was never done. He spent less than five minute testing the k**** but not the house in and mechanical control switches which I told him had come apart and that I had to push the pins back into them and use a piliers to get the gas to turn off. The service provided was totally unprofessional and unacceptable from a professional service provider. The safety of my family to use the stovetop was not even a consideration or was never told anything except the company would let me know if the k**** were covered.The fact that he was not even aware of the hood means he either wasn't informed by the company or never read the details I did provide. I just don't want others to be misleading as I was by the salesperson misrepresenting the services as advertised by them, particularly the quality of service providers I would be able to choose from should a need arise. I canceled my policy as the token option with total disregard for the safety of my family by the service provider is totally unacceptable and is an endangerment to the public oarticulierly if they are using unlicensed techs which was never confirmed or denied.

  Business Response

  Date: 08/26/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their oven stove cooktop claim (no.:15159593).
  
  On August 12, 2024, the customer placed a claim stating the hood button and k**** were broken. *** dispatched ExpertNC Appliance Repair. Based on the diagnosis received it was determined that the cooktop and hood had broken k**** Please refer to section Definitions (10 c.) of the user agreement, *************** 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 (Breakdown).
  
  On 8/17/24, a claim determination letter was sent to the customer with the option to appeal and he did. Although upon speaking with his Case Manager (8/20) *** explained the technician reported four surface k**** needed to be replaced. Additionally, that the user agreement excludes knobs.Therefore, the customer was advised the claim determination would stand. Please also be advised that *** does not offer coverage for range hoods. Therefore, we would not cover the button for the hood.
  
  In lieu of the denial, *** offered the customer $100.00 as a gesture of goodwill but he declined. As a result, the customer terminated coverage.
  
  Therefore, a pro rata refund in the amount of $339.62 (which includes tax) was issued back to the original method of payment as of 8/20/24. Per section D. Cancellation, If You cancel this Contract within the first ***************************************************************** if this Contract is cancelled after 30 days from the Contract Start Date, You will be entitled to a pro rata refund of the total causes the required service or repair to be substantially and materially increased beyond that contemplated at the time that this Agreement was issued or sold. In the event of cancellation, You will be provided a pro rata refund less any outstanding balance on Your account. We will not charge an administrative fee or a cancellation fee, or any other type of fee, for cancellation of this Agreement.
  
  Nevertheless, *** will refund the additional amount of $250.26, to constitute a full refund of $589.88. Payment is subject to 30 days to processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  ******************** 

  Customer Answer

  Date: 08/26/2024

  [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. However, reserve the right to readdress the claim should the full refunded amount as stated has not been received within 30 day of today. 
  
  Regards,
  
  ***************************