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:08/20/2024

  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 home warranty company is refusing to pay for fixing an appliance, saying it is under the manufacturers warranty. However, the manufacturer says it is not under warranty! They keep ghosting me and will not return my calls. I paid $600 for this policy and they are now refusing to pay for it. They used to be good but now are crooked in their business policies.

  Business Response

  Date: 08/21/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the microwave claim (claim no. 14406510). 

  Our records indicate that the customer placed their claim for service on June 26, 2024. HWA dispatched ******************************** to the customer's home to submit the diagnosis. Upon inspection, the technician reported failure to magnetron.  

  Based upon the unit's model and serial numbers, HWA determined that the part is covered under the ******* manufacturer warranty and therefore provided coverage for the cost of labor to install the part.  

  Per section 12, Limits of Liability of the User Agreement, "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." 

  The customer placed an appeal which prompted assignment of a Case Manager, and it was explained that CHW excludes coverage for systems covered by the manufacturer. However, HWA has applied coverage for the cost of labor to install the part. 

  Most recently, the customer corresponded with us confirming that the part is covered by the manufacturer and that ******* is charging $140 to replace the part.  In goodwill, *** has offered the customer reimbursement of $140 upon receipt of the paid repair invoice which may be emailed to *******************************************.  All payments are subject to 30 days processing. 

  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:08/15/2024

  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.

  The claim was initially submitted on June 29, 2024, with a service appointment scheduled for July 3, 2024. Amount Paid: I prepaid for this coverage, ending in Oct 2025 and a service fee of $85.00 on this claim of their arrival on July 3, 2024.What the Business Committed to Provide: The Home Warranty of America (HWA) policy includes coverage for "CEILING & EXHAUST FANS," specifically stating that "all mechanical parts and components that affect the operation" are covered. This should include the housing unit that secures the fan to the ceiling and is essential for its operation.Nature of the Dispute: The dispute centers around the denial of my claim for a ceiling fan at my property. The technician chosen and sent by *** informed the warranty company that the issue was with the ceiling fan's mounting box, which was allegedly broken and not covered under normal wear and tear. I believe the technician provided incorrect information to the warranty company. The housing unit is a critical mechanical component, necessary for the fan's operation, and should be covered under the policy. After the denial, I appealed the decision, arguing that the housing unit is integral to the fan's operation. Despite my explanation, the claim was denied, and the warranty company did not take into account the points I raised, nor did they verify the technician's claims. Despite my appeals and detailed explanations, Home Warranty of America has maintained their denial of the claim. The process lacked proper investigation, and the company did not fully engage in a reasonable dialogue with me to address my concerns. After the claim was denied, I hired an independent electrician who successfully replaced the ceiling fan in 10 minutes, without needing to address the mounting box. This contradicts the technicians assertion that the mounting unit was defective.I'm requesting to be released from this contract and reimbursed from July 2024 to Oct 2025.

  Business Response

  Date: 08/20/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the ceiling fan claim (claim no. 14458830). 

  Our records indicate that the customer placed their claim for service on June 29, 2024.  *** dispatched ******************************* LLC to submit the diagnosis. Upon inspection, the technician reported that the ceiling fan box is broken. The technician also provided photos to confirm their findings. 

  Based upon this information, *** denied claim coverage as the failure was not the result of normal wear and tear.  Per section A(2) of the **************************** (a) must become inoperative due to normal wear and tear." 

  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. 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." 

  With regard to the customer's request for a 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. n addition, You shall be responsible for an administrative fee of the lesser of
  $50, or such amount as is permitted by law." 

  Nonetheless, in goodwill, *** is pleased to offer the customer a partial refund of $1,146 with policy cancellation, which accounts for the paid policy premium in the amount of $1,596, minus service costs of $450.  *** has waived the cancellation fee, in addition to waiving the pro-rated amount deducted from the refund.  Should the customer wish to accept as resolution to this matter, they may email *******************************************.  

  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: 08/20/2024

  [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:08/15/2024

  Type:Delivery 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.

  Placed several claims and I've had unfinished work or cheap fixes that have resulted in the same issue happening again.

  Business Response

  Date: 08/19/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: 552997732).
  
  On July 14, 2023, the customer purchased a three-year policy upfront in a lump sum of $1,617.00 with a term of 8/14/232/14/27. Since then,*** has paid out $1,042.50 in Service Costs during the term.
  
  Should the customer opt to cancel there is no refund due at cancellation. Please refer to section VIII. Miscellaneous Provisions (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.
  
  Amount Paid: $1,617.00
  Months Used: 13 ($44.92) $583.92
  Service Costs: $1,042.50
  Cancellation Fee: $50.00
  Refund: $0
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************
  

  Customer Answer

  Date: 08/28/2024

  
  Complaint: 22147074
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 09/10/2024

  
  Complaint: 22147074
  
  I am rejecting this response because:Good morning, this email is in regard to the complaint against home warranty of america and my policy not being fulfilled. Every job that was supposed to be completed or was completed by the company has rebroken or is still not working properly because the technicians that they sent didn't fix it like they claim to have done. My toilet is not working again, my shower is leaking again and my air conditioning was not fully fixed and is still leaking as well. I would like this complaint reopened due to the fact that the amount the *** company claims to have fixed and paid more than $1,617.00 policy is worth but they never finished fixing anything properly. 
  
  
  
  Regards,
  
  ********* *****

  Business Response

  Date: 09/16/2024

  ********* *.,
  
  We apologize the customer is still dissatisfied. However,her initial complaint was regarding a refund of her policy. *** has addressed this matter and confirmed no refund is due should the customer opt to terminate coverage. A breakdown of such was also provided in accordance with the terms and conditions of the Service Contract.
  
  In regard to the plumbing system claim (no.: ********) placed 5/3/24, *** authorized the technician to replace the cartridge and diverter spout.Repairs were completed on 5/20/24.
  
  On 8/7/24, the customer contacted *** stating she was experiencing the same issues. *** informed the customer since the claim was out of the recall window, a new claim and service call fee were due. Please refer to section III. Service Requests (F) of the Service Contract, *********** 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. Although no claim was placed.
  
  Should the customer need service for her plumbing system,she will need to place a new claim.  Please refer to section III. Service Requests (A) and (E) of the Service Contract You (including tenant if specifically authorized by the home owner) must notify Us for Service Requests to be performed under this Contract as soon as the problem is discovered and 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 calls wherein coverage is deemed excluded, or denied.
  
  In regard to the air conditioner claim (no.: 14311386)placed 6/20/24, *** authorized Tech-Vac to replace the water pump and copper line. Repairs were completed. On 6/26/24, the customer stated she was experiencing the same issues. Please refer to section III. Service Requests (F)of the Service Contract, *********** 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.
  
  As a result, *** recalled Tech-Vac for 6/28/24. Although there was a miscommunication between the customer and the technician regarding the recall appointment. Therefore, the claim was reassigned to OG ************** for 7/8/24. Based on the diagnosis received, *** authorized the technician to change out the distributor line and replace the copper line. Repairs were completed on 7/15/24.
  
  On 7/28/24, the customer stated the ** was leaking again and *** recalled OG Home Solutions for 8/2/24. Please accept our apology as the technician did not return for the recall appointment. However, the claim is now closed.
  
  *** would like to offer the customer one free service call fee towards her policy to use towards a future claim. Should the customer choose to accept please have her email **************************************************** be advised the service call fee must be added to the policy prior to placing the new claim.
  
  Thank you,
  ******** *.
  

• Initial Complaint

  Date:08/15/2024

  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 purchase a home warranty through home warranty of America of November 2023. I called them on August 11th to inform them I need repair on my garage. They said they will put a claim in and somebody will be getting back with me within a few days. The company they assign me to inform me that they do not know when they can get to me and the date home warranty of America gave me was tentative. I am formed them that I need my service done quicker than 9 days out. They told me that they would get to me when they can and still did not give me a definitive date. Each time I notify home warranty of America they keep sending me the same company I continue to ask for a new company with a quicker turnaround. They keep sending me they the same company with a different name. I need my garage repair and nobody can give me a definite date when they can repair my garage. This company rating from the consumer is very low I wish I would have known about the company before I purchase my contract.

  Business Response

  Date: 08/16/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the garage door opener claim (claim no. 15154967). 

  Our records indicate that the customer placed their claim for service on August 12, 2024.  *** assigned the work order to #1 Garage Door, LLC with an appointment scheduled for August 21.  However, the technician was removed from the work order 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."

  The technician has since been placed back onto the work order with an appointment scheduled for August 23. 

  With regard to the customer's request, the customer is not entitled to a full refund upon request for policy cancellation. As 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 and in lieu of awaiting the scheduled appointment, *** is pleased to offer the customer a full refund of the paid policy premium in the amount of $575 with policy cancellation, which will cancel any active or pending claims.  Should the customer wish to accept as resolution to this matter, they email *******************************************.  

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:08/13/2024

  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.

  Our HVAC/heating/air system stopped blowing cold air. We filed a claim with the home warranty company and they sent one of their contractors out. He said it needed a deep clean and it was a maintenance issue that we were financially responsible for. We attempted to schedule a cleaning for over a month. We are strung along by the contractor until we finally hired another company to do the job. The new company evaluated our system and said coils were burnt beyond repair and the whole system needed to be replaced. I called the home warranty company to let them know I wanted this added to our claim. They said we had to open a new claim due to it being a month old. We had been living in our house for this entire month in 90+ degree weather with no air conditioning. We have animals in the house and my husband is a police officer who works graveyard. It was unbearable and interfering with my husband's sleep and his safety at work. The home warrant company said they would not accept a claim from an outside vendor even though there contractor messed up. They wanted to send another person out and we were approaching a heat wave with even higher temperatures. Due to health and safety reasons we were force to agree to the repair with the new company for almost $15,000 and attempted to dispute the home warranty's refusal to pay us what they owe us. I attempted to resolve this issue with the company and even spoke to an executive named *****. She was made aware of the issue and has now stoped responding to my calls without giving me a disposition of my dispute. The home warranty company is refusing to honor our contract and says this falls outside its guidelines, which it doesn't. I have documents of all the above I can retrieve if needed.

  Business Response

  Date: 08/13/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 13115753). 

  Our records indicate that the customer placed their claim for service on March 19, 2024.  HWA dispatched United ************* **** to the customer's home to submit the diagnosis. Upon inspection, the technician reported, "After checking condensing unit found condensing unit very dirty also climbed up an attic customer had to set up a Very tall extension ladder to get in the attic in the garage found the filter completely dirty."  The technician also provided photos to confirm their findings. 

  *** 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 heating system is in need of a routine maintenance cleaning service. Please refer to section G5 of your policy. Your policy has the following exclusion, we will not pay for repairs or failures of a Covered Item that results from Your failure to perform normal or routine maintenance." 

  The customer placed an appeal, and it was explained that the claim will remain non-covered in accordance with the terms of the contract. Further, HWA does not provide reimbursement for unauthorized repairs. Per section B(3) of the User Agreement, "We will not reimburse for services performed without prior approval." 

  Further, HWA is not liable for any potential negligence caused on behalf of our contracted service providers. Per section G(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." 

  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: 08/13/2024

  
  Complaint: 22134654
  
  I am rejecting this response because:
  

  Our system was misdiagnosed by their contracted technician who initially viewed our unit. This person strung us along for over a month as we tried to schedule a deep cleaning. When we decided to hire our own technician to clean the unit we were told it could not be touched because it was too dangerous and the unit had to be replaced. I advised the home warranty company of this and they said they would not accept this diagnosis and insisted I open a new claim with their contracted technician. They also told me the original claim could not be amended because a month had passed since it was opened. They said I could give my technician's diagnosis to theirs and that person could accept the diagnosis if they chose to and pass it along to the home warranty company. Due to the fact we had been without air conditioning in 90+ degree weather for a month with animals and my husband (who works graveyard and was so uncomfortable he was losing sleep during the day) we were forced to repair the unit immediately as a 100+ degree heat wave was being projected that week. I believe the home warranty company is responsible. They sent their contracted employee who misdiagnosed our unit then strung us along until the claim was unable to be amended. It was unethical on their part to allow us to be in living conditions that caused us to be so uncomfortable and lose sleep for over a month. They have all the documentation in my claim portal to view this and have given me the run around trying to make this go away.
  
  
  Regards,
  
  *********************

  Business Response

  Date: 08/16/2024

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

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

  HWA dispatched United Network Link to submit their diagnosis on March 20 who reported, After checking condensing unit found condensing unit very dirty also climbed up an attic customer had to set up a Very tall extension ladder to get in the attic in the garage found the filter completely dirty. Customer said that their stove and hot water heater is not working also after checking the ** bottle outside behind the house, found that it is completely empty. The ** bottled behind the house is completely empty no gas for the heater stove or hot water heater advise customer they need to call the gas company.

  On March 20, *** corresponded with the customer stating, We have received the diagnosis for the recent claim you have submitted. The assigned technician reported no mechanical failures and has advised there are no repairs needed or recommended at this time.

  There was no further contact from the customer until May 16 when the customer uploaded a service invoice stating, Today I performed a thorough evaluation of the ** system that is not working. System is low on R22 refrigerant and the capacitor has burnt wires on it. The condenser coil is clogged with dirt. The blower wheel is dirty restricting air flow. System is not cooling at all took plenty of pictures and uploaded them to service Titan.

  Based upon this additional information, *** determined that the failure was not a result of normal wear and tear.  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.

  Further, HWA does not provide reimbursement for unauthorized repairs, nor are we liable for any potential negligence caused on behalf of our contracted service providers.

  Per section B(3) of the User Agreement, We will not reimburse for services performed without prior approval.

  Per section G(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."

  Therefore, they must direct their complaint to the service provider in accordance with the terms of the contract.

  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 the contract.

  This matter should be closed. 

  Thank you,

  ************
  Consumer Advocate 

  Customer Answer

  Date: 08/16/2024

  
  Complaint: 22134654
  
  I am rejecting this response because:
  
  I reiterate my previous statement in it's entirety. The home warranty company sent their contracted technician who misdiagnosed our unit, strung us along for a month believing it only needed to be cleaned (in 90+ degree weather), then refused to re-open our claim and accept another technician's findings when it was determined the unit was unable to be repaired. We were forced to replace our unit prior to receiving authorization due to the unbearably hot living conditions that were interfering with sleep and normal daily functions. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:08/08/2024

  Type:Customer Service 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 husband and I have this home warranty for the home we just purchased. We put in a claim on January 15th, 2024 for a plumbing issue. The pipes were frozen due to severe temperatures. No plumbers ever came out or contacted us.
  We filed another claim on June 22nd, 2024 and have not received any response from the warranty company. This claim is because we have heard squeaking and rustling in our attic. I fear this claim will go on without being acknowledged as well.

  Business Response

  Date: 08/14/2024

  
  
  Home Warranty of America (HWA) apologizes for any frustrations
  the customer may be experiencing regarding their plumbing stoppage claim (no.:
  ********).
  
  On January 15, 2024, the customer placed a claim stating that
  the shower drain was clogged and there was no water in the toilet. The customer
  did not indicate that the pipes were frozen. HWA dispatched the claim to our
  vendor network and scheduled an appointment with ****** ******* Inc. for
  1/23/24. Notification was emailed to the customer on 1/18/24 with the
  technician’s contact information and appointment details. Although on 1/19/24,
  the customer contacted HWA and stated that she was able to get the issue
  resolved. Additionally, to cancel the work order. Therefore, HWA cancelled the
  work order per the customer’s request and the claim was closed.
  
  Regarding her Pest Control claim (no.: ********) placed
  6/22/24, the customer already filed a complaint with the BBB (complaint no.: ********)
  regarding this matter which we responded to on 8/6/24. Please have the customer
  refer to this complaint regarding her Pest Control claim.
  
  HWA requests this matter be closed.
  
  Thank You,
  Michelle C.

  Customer Answer

  Date: 08/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This is a complete fabrication. There was never a technician assigned to the plumbing issue. We never received any information about any technician coming out. We also never canceled this request. 
  
  
  
  
  
  
  Regards,
  
  
  
  ******** **********

  Business Response

  Date: 08/26/2024

  
  
  Our records indicate ****** ******* was assigned to the
  plumbing stoppage claim for 1/23/24. Notification was emailed to the customer
  for the appointment on 1/18/24. The follow day (1/19), the customer reported
  the following via the customer portal “Please cancel or do I need to call them
  I was able to get it all working.” Therefore, HWA cancelled the claim per the
  customer’s request.
  
  Please be advised that this claim is over seven months old
  and is currently closed. Should the customer need service for her plumbing stoppage,
  she will need to place a new claim.
  
  HWA requests this complaint be closed.
  
  Thank you,
  Michelle C.
  

  Customer Answer

  Date: 08/29/2024

  [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:08/06/2024

  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 bought home warranty insurance from Home Warranty of America. We found out tankless heat didnt work promptly recently.we filed a claim and Claim# ********. *** sent technician from the company called RM plumbing to check on July,9. RM Plumbing came and checked the heater. The technician said we need do maintance and then he can do warranty for us and we agree with it. We paid 75 to rm plumbing for this visit.On July,11, Rm plumbing came to do maintance . However, the heater was still not working. we paid $170 for this maintenance.The technician told us , he did NOT want to repair the heater ! he would help us to get a replaced heater.The technician told me only elwhen there is leak inside of the tank , the insurance company would replace the heater for us. Therefore, he PUT a lot water in the tank and then he took some pictures.Then insurance company contacted us and told us company will replace the hearter , but we need to pay out of pockety 880 for other fee that doesnt covered.we bought insurance and pay copay , why we need pay another $880 We talked to insurance regarding the out of pocket charge. ***************** said we can negotiate with the plumbing company.The plumbing company agree with $780 if we take care of the dispose of the old heater.we dont agree it.We talked to the insurance again. Insurance asked us to close this case and open a new case to start over. But now we need to pay for the visit $75 + another out of pocket charge. This is not acceptable. Why do we need to pay more charge for that?

  Business Response

  Date: 08/07/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 14558514). 

  Our records indicate that the customer placed their claim for service on July 6, 2024.  *** dispatched RM Plumbing to the customer's home to submit the diagnosis.  Upon inspection, the technician reported that the unit has multiple error codes and is leaking from the heat exchanger.  The technician also provided photos which confirmed the components were corroded.

  Based upon this information, *** approved replacement of the water heater and informed the customer of non-covered charges in the amount of $880 to account for the cost of system modifications, which are excluded from coverage. 

  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." 

  Please find a breakdown of the non-covered charges below: 

  Water line and service valves $260
  Gas line and sediment trap $240
  Vent $200
  T&P $180
  Total Non-Covered Charges: $880

  The customer declined the charges which prompted assignment of a Case Manager for appeal handling.  It was explained that the charges account for modifications which are required with installation of the new unit.  Our records show the customer accepted the charges on July 26, and therefore the equipment order was placed with our supplier accordingly.  

  Although, after placing the order, the technician contacted us stating that the customer is now refusing to pay the charges and therefore installation has not been completed.  

  Nonetheless, as a gesture of goodwill and in lieu of paying the non-covered charges, *** is pleased to offer the customer reimbursement in the amount of $1,454 with a paid invoice, which represents ***'s authorized cost of replacing the water heater with labor, should the customer wish to proceed with having the unit replaced by their own technician.  The customer may confirm their acceptance by contacting me via email at *******************************************.  All payments are subject to 30 days processing. 

  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:08/05/2024

  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.

  *** has sent multiple technicians to my in the last three years. My air conditioning does not cool my house. I keep it set at 68 degrees and the coolest my house gets is ***** degrees. The last tech told me my ac is working as well as can be expected. What does that mean? That my house will never be cool? All the technicians have agreed that it is hot in my house. I need some cooperation from HWA. If it cant be made to work better, than you need to replace it.

  Business Response

  Date: 08/09/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 14286927).
  
  On June 19, 2024, the customer placed a claim stating that the A/C was not cooling. *** dispatched the claim to our vendor network and scheduled an appointment with **************** for 6/26/24.
  
  *** did not hear from the customer regarding this matter again until 8/5/24 wherein she stated that she was following up on the status of her claim. Additionally, that the technician came to the home on 6/26/24 and she paid him a service call fee. Please accept our apology as we did not receive a diagnosis from ****************.
  
  Per section Limits of Liability (1) and (15) of the user agreement, (1) 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 and (15) Authorized Repair Technician. 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.
  
  Please also be advised that the current claim is closed and cannot be serviced. Therefore, the customer will need to open a new claim should she still be experiencing issues with her Air Conditioner and pay a new service call fee. Per section **************** (3) 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.
  
  Nevertheless, *** would like to offer the customer one free service call fee towards her policy to use towards a future claim. Should the customer choose to accept as resolution to her complaint please have the customer email *********************************************************************************.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

• Initial Complaint

  Date:08/05/2024

  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 am having a communication and service problem with ***, tel. ************. I bought this service in 2017, on July 3, 2024 my A/C was damaged, service #********, member #il04-sa00190285 I called to report it damaged, and the technician came to me on July 5, 2024, and no resolved , *** assigned ******************** they came on July 11, in the morning a technician left to get the part, I saw that the deal but I couldn't remove the damaged one, according to him I had to break the wall and he gave me instructions where to break it, I said so, the company ******************** I made an appointment to come and install the engine on July 19, 2024. They called me for 8am-1pm, they didn't arrive, then they sent another message that a technician would be coming from 1:15pm - 5:00pm they didn't arrive either, I was trying to see when they were going to come with *** and Sers but I also couldn't find when they were going to come, on Friday July 26, 2024 they would be happening between 8am to 12:00pm, the technician arrived, and the repair was not done either, on this date I I have not received a response from HWA to know what they are going to do, I live in an apartment and I am having a problem with the *** because.due to not having air in the property. I called HWA on Monday, July 29, they informed me that *** would be contacting ***** to find out when they were going to return, I told them that the technician who was there on July 26 was not going to do the repair. I don't know why *** has not assigned another air company. Please I need help. Thank you *************************** ************ *************,com ********************.

  Business Response

  Date: 08/08/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 14533317).
  
  On July 3, 2024, the customer placed a claim stating that the A/C was not working, and the filter was wet. *** dispatched the claim to our vendor network and scheduled an appointment with Reference Air Solution, LLC for 7/5/24. The technician reported that the indoor fan motor was not working but there was no access to the motor. Also, that there was a wall built in front of the unit. Therefore, the customer would need a contractor to provide access so the technician could complete repairs. As a result, the claim was reassigned to ***** Home Services.
  
  Based on the diagnosis received, HWA authorized the technician to replace the blower motor. Authorization was sent to the technician on 7/11/24. Although please accept our apology as the technician informed *** that he was unable to complete repairs because the unit needs to be pumped down and the coil needs to be removed to change the blower motor.Additionally, that the unit was on the roof.
  
  As of today 8/8/24, *** confirmed with the technician that the customer has a wall mount air handler. So, they cannot replace the blower motor without pumping down the unit and removing the evaporator coil. They are unable to pump down the unit due to the condenser being on the roof, and the technician does not work on roofs.
  
  Therefore, the claim was placed back in our vendor network to be reassigned.
  
  As an alternate option, HWA would like to offer the customer our full costs for repairs in the amount $558.69 upon receipt of a paid repair invoice. This represents our cost for the blower motor with labor. Should the customer choose to accept as resolution to her complaint please have the customer email mcintron@****************************************** are mailed in the form of a check and subject to 30 days processing.
  
  Thank you,
  ********************

  Customer Answer

  Date: 08/08/2024

  
  Complaint: 22082612
  
  I am rejecting this response because:

  I am writing to you because I filed a complaint with you on August 3, 2024, I believe #****** regarding Home Warranty of America

  member #il04-sa00190285 about my A/C that broke on July 3, 2024 and as of this date my air is still not repaired claim #********, I want to know if I am writing to the correct place and if you can help me solve this case, I have been waiting for too long and the apartment is getting mold and things are getting damaged and so is my medication, I am an older person and I can't continue cleaning as much to get the mold out of clothes, shoes, furniture and others, it is also affecting my health, I hope This can be resolved soon.

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

  Business Response

  Date: 08/09/2024

  **********************,
  
  Our most recent records indicate that an appointment is scheduled with Diamond Air Conditioning and *********** for 8/12/24 between 7:00AM 11:00AM EST. Notification was emailed to the customer on 8/8/24 with the technicians contact information and appointment details. Should the customer need to contact the technician directly, he may be reached at **************.
  
  Thank you,
  ********************

  Customer Answer

  Date: 09/06/2024

  
  Complaint: 22082612
  
  I am rejecting this response because:HWA did not follow through- there had not been a tech onsite to date. Spoke to consumer yesterday morning.
  
  
  
  Regards,
  
  *************************** *****

  Business Response

  Date: 09/11/2024

  **********************,
  
  Our records indicated that the appointment was rescheduled to 8/23/24. Based on the diagnosis received from Diamond Air Conditioning and *********** it was determined that a power surge caused the blower motor to fail. Please be advised this does not constitute a normal wear and tear failure. Per 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 8/23/24, 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 repair of conditions due to electrical failure or surge. Therefore, the claim determination will stand.
  
  HWA requests this matter be closed.
  
  Thank you,
  ******************** 

  Customer Answer

  Date: 09/12/2024

  
  Complaint: 22082612
  
  I am rejecting this response because:

  Cuando reporte el caso del A/C fue en 7/03/04, los tecnico que estuvieron aqui, ninguno dio opinion, HWA enviaba compania nuevas pero ninguno subio a ver  la unidad de aire, desde *** fecha a la fecho ellos dicen(HWA) ninguno vio la unidad de afuera porque ninguno de ellos suben al techo, y ahora determinan otras cosas,  Me tuviron mandando tecnico y asiendo perder mi tiempo para decir esto ahora. yo no entiendo mucho ingles ni escribo ingles! ( el primer tecnico que vino dijo era el motor y lo *** a instalar, pero no pudo porque yo tenia que romper la pared para el trabajar y asi lo ise, rompi la pared. cuando regreso a instalar me pregunto donde estaba de la unidad de afuera, yo le esplique que estaba en el techo, el me constesto que ellos no suben a los techos. no volvio mas!

  Gracias
  
  
  
  Regards,
  
  **************************************

• Initial Complaint

  Date:08/02/2024

  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 a policy with Home Warranty of America. They utilize unprofessional technicians and their customer service representatives are outsourced and do not care to help the customers with claims. The technician that was sent to my home attempted to up his price after the claim was afraid because he stated *** was not paying him enough. When I called HWA they tried to support his scam and the representative stated the technician could do this. The correct answer is NO , they cant do this. The claim was already approved by HWA for $400 but the technician was trying to get $1K. The outsourced representatives were going to go right along with it. I will not be renewing my policy and I will tell everyone I know to refrain from purchasing a policy with HOME WARRANTY OF AMERICA .

  Business Response

  Date: 08/06/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 14340096). 

  Our records indicate that the customer placed their claim for service on June 22, 2024.  HWA dispatched Heat Movers, LLC to submit the diagnosis. Upon inspection, HWA approved the technician to recharge the system with refrigerant and add leak stop.  

  After repair completion, a recall was placed with the technician for further system inspection.  Upon reinspection, *** approved replacement of the compressor and informed the customer of non-covered charges in the amount of $400 to account for system modifications, which are excluded from coverage. 

  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." 

  The customer accepted the charges on July 23 and therefore the equipment order was placed with our supplier accordingly. However, after acceptance of the charges, the technician attempted to amend their charges to account for additional modifications to the line set.  

  Per section 15, Limits of Liability of the User Agreement, "You understand and agree that We: (i) are not liable for the negligence, omissions, or other conduct of the Authorized Repair Technician; and (ii) are not an insurer of the Authorized Repair Technicians performance."

  On August 2, the customer contacted us and spoke with Consumer Advocate ******************** who informed the customer that the non-covered charges will remain at $400 with HWA authorizing the difference, which the customer understood. 

  Additionally, in goodwill, *** offered the customer reimbursement in the amount of $870 with a paid invoice, our authorized cost of repair, should they wish to have the repairs completed by their own technician, which they declined. As such, the technician will schedule repair completion upon receipt of the replacement equipment accordingly. 

  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