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:08/02/2024

  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 am writing to formally lodge a complaint against Home Warranty of America (HWA) regarding the mishandling of my Claim #********. This has caused significant inconvenience and frustration.On June 22nd, I filed a claim with *** for my malfunctioning air conditioning unit. Despite the extreme heat and my urgent requests to expedite the process, ***'s response has been unacceptably slow.A few days ago, I received an email stating my claim was approved, but it included a charge of $1558 without itemized details. When I contacted HWA for a breakdown and their coverage, I was told their share is $900. The assigned case manager has been unhelpful.My specific complaints and demands are:Charges detail - I demand a detailed breakdown of the $1558 charge and removal of any charges not applicable to my installation. Replacement Unit Transparency: I need information on the brand and specifications of the replacement unit to ensure it meets EPA standards and does not increase energy costs.Warranty Information: I need the warranty details of the unit to be installed.Unprofessional Conduct: The technician was extremely unprofessional and rude; he should not come for installation.Unhelpful **************** The case manager has failed to provide necessary support, insisting I pay the full $1558 before installation.It is unreasonable to expect me to pay $1558 upfront without the necessary details and assurances. I insist on receiving the requested information and a resolution that does not compromise the quality of the equipment being installed in my home.I trust the Better Business Bureau will address these concerns promptly and take appropriate action to ensure HWA provides the necessary transparency and support.

  Business Response

  Date: 08/05/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning (claim no. 14327199). 

  Our records indicate that the customer placed their claim for service on June 21, 2024.  *** dispatched ******************* to submit the diagnosis who reported failure to the compressor and evaporator coil. 

  On June 29, *** approved replacement of the evaporator coil and condenser including its respective labor to install and required permit and informed the customer of non-covered charges in the amount of $1,558 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." 

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

  Disconnect $268.00
  Locking caps $77.00
  float switch $77.00
  breaker $108.00
  Plenum $468.00
  Condenser pad $153.00
  Flush $232.00
  Drain line $175.00
  Total Non-Covered Charges: $1,558

  The customer declined the charges, and it was explained that modifications are excluded and therefore the charges must be accepted in order to effectuate replacement accordingly.  The customer was also informed that *** replaces based upon similar efficiency and features and that we are not responsible for matching system brand. 

  Per section 9, Limits of Liability of the User Agreement, "We are not responsible for upgrading or matching color or brand." 

  Nonetheless, in goodwill and in lieu of accepting the non-covered charges, *** is pleased to offer the customer reimbursement in the amount of $1,983 with a paid invoice, which represents ***'s authorized cost of replacing the condenser and the evaporator coil with labor, should the customer wish to have the repairs completed 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 

  Customer Answer

  Date: 08/05/2024

  
  Complaint: 22082847
  
  I am rejecting this response because:

  I remain dissatisfied with the resolution provided and would like to address several points mentioned in their response.
  

  Thank you, **********************, for getting a response for me. I also thank **** for providing a timely reply.

  I am rejecting this response because several things are incorrect and need clarification:
  Timeline of Service:

  After filing the claim on June 21st, ******************* initially set a technician visit for July 5th. Only after multiple requests to ***** was I able to secure an earlier date of June 28th. The technician who came was rude and lacked professional work ethics.
  Delay in Claim Approval: Despite my numerous requests to HWA to expedite the process, the claim was not approved on June 29th as **** described. The approval actually came on July 29th, almost 40 days after the initial claim, during which time I endured the hot summer without air conditioning.
  Itemized Charges:

  I appreciate the breakdown of the non-covered charges, even though they seem inflated. I request that a technician only charges for items applicable to my installation. For example, the Plenum and Drain Line charges are not applicable to my situation, and there may be other redundant charges as well.
  Replacement Unit Information:

  I never asked for a specific brand match. My request is simply to know the name and rating of the brand you intend to install. This is a reasonable request as the **** rating and efficiency of the equipment directly impact the health of my family, the condition of my property, and my future electrical bills. Additionally, if it is new equipment, there should be a manufacturer's warranty, and if ******************* is installing it, there should also be a workmanship warranty. I need details about these warranties as well.

  
  Reimbursement Amount and Processing Time:

  While I acknowledge the goodwill gesture offering a reimbursement of $1,983 for using my own technician, this option does not resolve the fundamental issue of HWAs lack of transparency. Additionally, the 30-day processing time for reimbursement is unreasonable given the urgency of the situation. The offered reimbursement amount is also insufficient to cover the actual costs of replacing both the condenser and the evaporator coil along.
  I trust that the Better Business Bureau will facilitate further action on these requests and ensure *** addresses my concerns satisfactorily.
  Thank you for your immediate attention to this matter.
  

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

  Business Response

  Date: 08/13/2024

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

  *** is sorry to hear of the customers continued frustrations; however, *** is not liable for delays in service.  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.

  With respect to the non-covered charges, the charges for the cost of modifications were provided by the assigned technician and required per their expert opinion. Nonetheless, if the customer wishes to have a portion of the modifications removed, then they may direct their request to the technician accordingly.

  Lastly, CHW provides replacement equipment of either Lennox, ******* or ******* brands which are rated SEER 14.  Each brand comes with their own manufacturers warranty which is 5-10 years, depending on the manufacturer.  The customer may contact the manufacturer directly should they wish to gather more information regarding their manufacturer warranty. 

  Lastly, HWA warranties repairs for 30 days from the day of repair.  Per section 5, **************** of the User Agreement, *********** provided under this Contract should fail, We will provide for the necessary repairs without an additional Trade Call Fee for a period of 30 days on parts and 30 days on labor from the date the Services were materially complete.

  As a gesture of goodwill, and in lieu of accepting the non-covered charges, *** has offered the customer reimbursement up to $1,983 with a paid invoice, our authorized cost of replacing the condenser and evaporator coil with labor, should they opt to move forward with their own technician completing the repair.  The customer may confirm their acceptance by contacting me via email at ****************************.  All payments are subject to 30 days processing and cannot be expedited.

  HWA requests this matter be closed.

  Thank you,

  ************
  Consumer Advocate 

   

   

  
  

  Customer Answer

  Date: 08/20/2024

  
  Complaint: 22082847
  
  

  Due to time, it has been taking to get AC installed I took ****'s offer for $1983, hired my own technician and paid $7000 to install the *** Receipt has been submitted to **** and she acknowledged and authorized the payment and mentioned I should receive a check within 30 days, I will close this case as soon as I get the check.

  Thanks a lot for your help. 

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

• Initial Complaint

  Date:08/01/2024

  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.

  On June 10th, I made a claim for a hot water heater repair as a third year Diamond Member to the Home Warranty of America (HWA). We are stationed at a military base that is in a pretty rural area so HWA had difficulties finding a company to perform the repairs.
  
  We elected to find our own company and do the reimbursement process that HWA offers. We found a local company who came out to eval the issues and identified the wiring was bad in the unit, however, the unit was still under manufacturer's warranty. The quote was for $794.42 because some of the piping was out of code. We submitted the quote for approval.
  
  On June 12th, the reimbursement was approved for an amount of $37. We messaged the claims center through the online profile asking why it was less than the quote. On June 16th, the claims center informed us "We have updated your claim to reflect the correct reimbursement amount based on the repair quote of $794.42." At this point we had the contractor complete the repairs and paid out of pocket.
  
  On July 9th, we recieved a check for $37.50 from HWA. I contacted the claims center about the previous conversation and was informed that the reimbursement is only $37.50 and to contact the Resolution Center. I contacted the center and spoke to Jeffrey who informed me that the claims specialist had miscommunicated the reimbursement amount on 12 June and we would only get $37.50. He stated that because the invoice alludes to "code upgrades" it seems like an option service is being done. He said if I uploaded a revised invoice from the company with more deliberate verbiage, I could resubmit and receive the $794.42.
  
  On July 19th, I resubmitted a revised invoice and followed up on the 23rd and 24th via the claims site before they blocked my ability to post in the chat on July 26th.
  
  On 1 August, I had a a telephone appointment with Norvette T. , a case manager, who informed me that despite their companies miscommunication, I was not getting reimbursed the full price.

  Business Response

  Date: 08/06/2024

  
  
  Home Warranty of America (HWA) apologizes for any
  frustrations the customer may be experiencing regarding their water heater claim
  (no.: ********).
  
  Please also accept our apology for the miscommunication between
  the customer and one of our Customer Service Representatives.
  
  Nevertheless, HWA will issue the customer reimbursement in
  the amount of $794.42. As a check in the amount of $37.50 was mailed to the customer
  on 7/2/24, HWA will issue the remainder in the amount of $756.92. Payment is subject
  to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer Answer

  Date: 08/07/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate HWA’s willingness to rectify this matter. 
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 3, 2023 we called Home Warranty of America (HWA) to file a claim on our air conditioner unit, it was making noise and not cooling properly. They came out and said it was the fan and ordered the part then in a few days came out to install the fan. A different technician came out and said we were not getting enough amps and unit was leaking and said we needed a new unit so went back and ordered a new unit. Took forever to get unit approved and ordered now we are in mid July in *****. Warranty company approved equipment but not labor. Unit installed on July ************************************************** attic and leaked into kitchen ceiling. Will not make vendor fix ceiling, they say they are not responsible for damage vendor is. Vendor will not return any calls. Vendor is absolute cooling and heating ************. Ceiling is damaged bad. It boils down to unit not being installed properly. Please let us know what you can find out. Thank you.

  Business Response

  Date: 08/06/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 14027118).
  
  Our records indicate that on 7/24/24, Absolute Cooling and Heating confirmed installation of the Coil and Condenser.
  
  Regarding the leak in the ceiling the customer stated the technician caused during installation, please refer to section Limits of Liability (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.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************
  
  

  Customer Answer

  Date: 08/12/2024

  
  Complaint: 22076156
  
  I am rejecting this response because: what are there qualifications for hiring a company.  Are they within code.   I dont think this company meets Texas state law qualifications.   When the company they hired does not respond to client.  They should follow up and they dont.  Want to know step by step there procedures for hiring this company.   Thank you.
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 08/14/2024

  **********************,
  
  We apologize that the customer is still dissatisfied.However, we are unable to honor the customers request to share our internal process regarding our Service Providers. Although, please be advised that Absolute Cooling & *********** *********** is currently licensed for HVAC. As installation has been completed of the Coil and Condenser, HWA requests this matter be closed.
  
  Thank You,
  ********************

• Initial Complaint

  Date:07/31/2024

  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.

  I purchased this thinking it would help as a first time homeowner. Firstly, when my claim was processed they advised me it would take ***** hours to receive a response. It took DAYS to get someone to schedule to check on my AC unit. Secondly, no one is responsive. I want a refund as they are not covering to help fix my issue with the *** I have TWO policies Policy # ********* and ********* I want a refund on both. Their policy states they will prorate- but I cant get a hold of anyone! They only answer the phone when its about sales or claims. When its about cancellation they say to send your number and they will call back. I have YET to get a call back and its been days. This is for Home Warranty of America AS WELL AS Choice Home Warranty. I wanted to get another plan with another Company until I realized they were acquired. I want a refund. I do not want to keep calling in and never getting a call back. Not even the sales reps will return my email or call. The case manager has also ignored me. I want a full refund as this has been less than desirable experience

  Business Response

  Date: 08/02/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the policy cancellation (policy no. 655320727). 

  Please note, the customer's other policy (policy no. ********** is with Choice Home Warranty (CHW) and therefore the response will only address the policy under *** accordingly. 

  Our records indicate that the customer processed a cancellation of their policy on July 30, 2024, and was refunded in accordance with section 8(D) of the User Agreement, "...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 purchase price 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 total purchase price." 

  Nonetheless, in goodwill, HWA has authorized a full refund of the paid policy premium in the amount of $550 as resolution to this matter.  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 

  Customer Answer

  Date: 08/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:07/31/2024

  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.

  Purchased a warranty covering pool and spa repair. Filed a claim on July 22, 2024 for a repair of faulty chlorine generator for salt water pool. This is a health hazard as bacteria builds up in the pool without chlorine generating. It is now July 31 and the company has still not arranged for a technician to service the pool. **************** will only tell me to be patient and wait, while my pool is growing worse, potentially damaging equipment and continuing to worsen.

  Business Response

  Date: 08/01/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the pool/spa claim (claim no. 14855615). 

  Our records indicate that the customer placed their claim for service on July 24, 2024. 

  Per section B(2) of the User Agreement, "Upon request for service, We will begin contacting Service Provider(s) within 4 hours. You will receive the name, phone number, appointment date and time upon acceptance of the request by a Service Provider. In some circumstances, it could take more than 48 hours for a Service Provider to accept the request." 

  Due to higher-than-normal service demands, *** has escalated the work order with the dispatch department in order to locate a technician to service the work order as soon as possible. 

  As an alternative resolution, the customer has the option of selecting the Claim Reimbursement Process which will allow them to select a technician of their choosing to submit the diagnosis for claim evaluation.  Should the customer wish to utilize this option, they may contact me via email at ******************************************* and the instructions will be provided accordingly. 

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:07/31/2024

  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.

  We purchased a home warranty with this company, our hvac doesnt work in 112 heat, we have waited 3 weeks for them to get a technician to come see our hvac, we have sent in the ac inspection report and the hvac home inspection report section they requested. Now they are telling us we need to send in the whole home inspection report when we have nothing else to be fixed. The company will not fix our problem after we sent in everything they requested, minus the whole home inspections which we feel violation against our home when we have nothing else that is wrong. We would like them to fix the problem or we would like a refund of what was paid to them so we can go somewhere else for a home warranty

  Business Response

  Date: 08/02/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding; however, *** is unable to locate the policyholder based upon the information provided. 

  As such, we ask that the customer provide identifying information such as the policy or claim number and a response will be issued accordingly. 

  Thank you,

  ************
  Consumer Advocate 

  Customer Answer

  Date: 08/02/2024

  
  Complaint: 22070197
  
  This is the information is tthe

  policy # *********

  claim# ********

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

  Business Response

  Date: 08/08/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 14687106). 

  Our most recent records indicate that the customer processed a cancellation of their policy on August 7, 2024.

  As per their request, in goodwill, HWA has authorized a full refund of the paid policy premium in the amount of $2,610 as resolution to this matter. The refund check will be mailed to: ***************************, ******************************  All payments are subject to 30 days processing. 

  HWA requests this matter be closed. 

  Thank you,

  ************
  Consumer Advocate 

   

  Customer Answer

  Date: 08/09/2024

  I will accept my money back and still will be filing a complaint with the attorney general in *********;
  
  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:07/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our compressor went out in air conditioning. We called HWA about the problem. They sent ******* Mechanical to install new compressor. *** refused to pay for installation. We were given the run around about who was responsible for paying for labor. I then canceled my contract on July 9 and they took out ****** dollars on July 26 2024.

  Business Response

  Date: 08/01/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their policy (no.:IL04-SA00189357).
  
  Please be advised that there is no air conditioner claim associated with this policy. Furthermore, there is no record of the customer requesting to terminate coverage on 7/9/24.
  
  Our most recent records indicate that the customer cancelled her policy as of 7/26/24. Confirmation of such was also emailed to the customer the same day. Since the customer was a monthly policy holder and did not prepay for coverage, there was no refund due at cancellation.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday July 6, 2024, I woke up to my AC not working. I spent the morning looking at the system & noticed the circuit breaker tripped. I tried to engage it but it kept tripping. I thought I had a bad breaker so I called HWA at 10:30am. I never got a technician scheduled by them and at around 5pm I was notified that they didn't find a tech and that I should pursue the reimbursement route. When I went to request this, *** was closed & was told to wait for authorization to schedule a tech. Saturday reach 99 degrees and I have small children mind you.I called a tech & when he arrived he told me he spoke with an HVAC tech & the problem could be A/C compressor related, as its not the breaker. When the online form was submitted to HWA on the techs findings, *** closed my ticket & told me to open a new one as the system changed. How was I supposed to know that it was the compressor that failed and not the breaker? I am not a tech.I spent $129 for the tech & am supposedly $54 back from HWA but I still have yet to receive a refund check (3 weeks now)I escalated 4 times to no avail & was even promised a call back from a supervisor who NEVER DID. I finally received a tech almost 2 weeks later, after 2 case managers assisted & now I'm told that it's not covered as it was a "pre existing issue". How is this pre existing if this has been operating normally for 3+ years??? I submitted a ticket on 7/6 and you guys didn't get a tech out until 7/11 & *** has the gall to say its not covered. This has been the worst customer experience I'm my life and I'm not exaggerating. Every step has been painful and I regret having a policy with ***. *** offered me $90 for the tech after I threatened to quit but that's it. I had to spent $129 for the initial technician, then $583 to repair the issue. I am out $712 because Home Warranty of America just determined that my unit (which was new in 2021) had a pre existing condition & refused to cover it. Unacceptable. This company is a SCAM

  Business Response

  Date: 07/29/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 14565651).
  
  On July 6, 2024, the customer placed a claim stating that the main HVAC compressor was not kicking on. *** dispatched Home Mech and based on the diagnosis received it was determined that the compressor failed. Based on the information obtained for this claim, it was determined that the failure developed prior to the coverage becoming effective. Please refer to section A. Coverage (4) of the user agreement, This Contract does not cover any Breakdowns known prior to the Coverage Period Start Date.
  
  On 7/11/24, a claim determination letter was sent to the customer with the option to appeal and he did. Although upon speaking with his Case Manager the denial was upheld as the policy does not cover failures prior to the start date of the policy. In lieu of the denial, *** offered to cover $90.00 to our technician towards repairs and the customer accepted.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 07/29/2024

  
  Complaint: 22049561
  
  I am rejecting this response because:
  
  The unit was operating for 3+ years just fine. You're telling me because it failed on the 30th day of coverage it's nullified, yet the unit operated normally for 3 years as it was installed new. This is exactly why I feel HWA is such a scam. Not to mention you didn't get a tech out until 11 days after the issue was noted. Unacceptable.
  
  Regards,
  
  *************************

  Business Response

  Date: 07/30/2024

  **********************,
  
  We apologize that the customer is still dissatisfied. However,the customer has not provided any supporting documentation to support his position that the unit entered the policy in proper working order. In lieu of such and the claim denial, *** agreed to cover $90.00 towards repairs which the customer accepted.
  
  Regarding the delay in assigning a technician, please be advised that *** is not an emergency service. The user agreement also states per section VII. Limitations and Exclusions **** We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 07/30/2024

  
  Complaint: 22049561
  
  I am rejecting this response because:
  
  The requests are unreasonable. The unit was installed in 2021 and was covered under manufacturer warranty, but the labor wasn't. 
  
  Regards,
  
  *************************

  Business Response

  Date: 08/01/2024

  **********************,
  
  There is no further action that HWA can take at this time. We have complied in full with the terms and conditions of our contract. The customer refuses to do the same. Since the customer wishes to escalate this dispute, he needs to follow the procedure for Resolution of Disputes outlined in his contract.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim was made in August 2023 since icemaker stopped dumping ice into bucket. This happened two weeks after we purchased our home. For two weeks we had no issue with the refrigerator. Choice (***) denied the claim saying the icemaker was broken when the policy was purchased even though it had been working fine. In July 2024, the refrigerator stopped working (no cooling even though powered on). Claim was submitted. Choice (***) arranged for a service call with no mention that they would not cover any repair on this appliance and we paid $100 for the service call. Choice (***) refused to authorize the repair saying that the icemaker had not been repaired and therefore the refrigerator is not covered. I questioned this decision and was told "As per our policy terms, previous unresolved issues can affect the eligibility for coverage on subsequent related claims. To clarify, unresolved issues from previous claims can indeed affect the eligibility for coverage on subsequent related claims. This is because unresolved or unaddressed issues may contribute to further damage or complications, which are not covered under the terms of the warranty. " I explained that we have used this refrigerator for eleven months without a problem so it does not make sense that the previous unresolved issue contributed to further damage. It seems like this company will make any excuse to avoid paying claims and is not interested in listening to their customers specific situation.

  Business Response

  Date: 07/29/2024

  April V.,
  
  Please be advised that this is not a Choice Home Warranty customer.
  
  Therefore, CHW requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 07/29/2024

  
  Complaint: 22038136
  
  I am rejecting this response because:
  I am a customer of Choice Home ******************.  My contract is with Home Warranty of America and the employees I talked to said they were with Choice Home Warranty.  This is regarding Policy #: ********* Claim #: 14572476.
  
  
  Regards,
  
  ***********************;

  Business Response

  Date: 08/01/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claims (no.: ********; 14572476).
  
  On August 17, 2023, the customer placed a claim stating the refrigerator would not make ice and *** dispatched ExpertNC Appliance Repair. Based on the diagnosis received, HWA authorized the technician to replace the ice maker.
  
  On 9/10/23, the customer contacted *** and stated she was still experiencing issues with the icemaker. Therefore, *** recalled ExpertNC Appliance Repair for 9/22/23. Please refer to section **************** (5), *********** provided under this Contract should fail, We will provide for the necessary repairs without an additional Trade Call Fee for a period of 30 days on parts and 30 days on labor from the date the Services were materially complete. Although, please accept our apology as the technician became unresponsive. Therefore, *** reassigned the claim to ****************************** for 9/27/23.
  
  Based on the diagnosis received it was determined that the fan motor and damper control assembly failed, and need to be replaced. Therefore,it was determined that the unit did not enter the policy in proper working order. Please refer to section Important (pg. 9) of the user agreement, This contract provides coverage for unknown breakdowns if the breakdown is not detectable through visual inspection or simple mechanical test, and the covered items are in proper working order on the coverage period start date.
  
  On 9/30/23, 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 policy does not cover pre-existing conditions.  
  
  On July 7, 2024, the customer placed a claim stating that the refrigerator was not getting cold and HWA dispatched Tekniton. On 7/9/24, the technician reported that the compressor was weak and recommended replacement.Therefore, *** requested proof of previous repairs for the denied claim (no.: ********)regarding the failed fan motor and damper control assembly. However, the customer confirmed that she did not repair the parts and continued to use the refrigerator.

  
  On 7/22/24, the customer submitted a receipt from Lowes dated 7/19/24 in the amount of $2,345.99 for a 24.5-cu ft 4-Door French Door Refrigerator with Ice Maker, Water and Ice Dispenser (Fingerprint Resistant Stainless Steel) and a 5-ft 1/4-in Compression Inlet x 1/4-in Compression Outlet Stainless Steel Ice Maker Connector. Please be advised that *** did not approve replacement of a new refrigerator. Per section **************** (3), We will not reimburse for any services performed without Our prior approval. Therefore, there is no reimbursement due to the customer at this time. 
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 08/06/2024

  
  Complaint: 22038136
  
  I am rejecting this response because:
  First, because the business refuses to help me at all with this claim.  Secondly, I reject this excuse used to not pay out anything since the refrigerator and freezer were operating at normal temperatures with no issues for eleven months.  I don't know if this is possible without the fan working correctly.  *** has refused to acknowledge that the unit was operating without fail for eleven months.

  Furthermore, I notified HWA that we had a medical need to have an operating refridgerator/freezer, thus we could not wait to get the replacement unit.

  Finally, this company is aggressively marketing a new policy by calling me and trying to convince me that this "error" will be fixed.

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

  Business Response

  Date: 08/08/2024

  **********************,
  
  As the customer was unable to provide proof of repairs for a previously denied claim (no.: ********) regarding a failed fan motor and damper control assembly, *** was unable to move forward with the current claim (no.:14572476). On 7/24/24, while speaking with a Case Manager the customer confirmed that she continued to use the refrigerator and did not have it repaired.
  
  Furthermore, the customer purchased a new refrigerator.Please be advised that *** did not approve these costs. Per section **************** (3), We will not reimburse for any services performed without Our prior approval. Therefore, we are unable to honor the customers request for reimbursement.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have Had a warranty through Home Warranty of America for 6 years. Last year they sent someone to replace my HVAC, he ordered the wrong part and blew out my compressor. I had to hire someone out of pocket and it cost me an additional $2,500 to get it repaired. I was without AC for an entire year. One month ago the pilot on my oven was out. I called the warranty company. They sent someone and he was only here 15 minutes. He stated the oven needs to be replaced and they are only offering me a check for $338.00. I asked for my claim to be escalated and they have been giving me the run around. They say a supervisor will call and they do not. They gave us a number for the supervisor which does not work. When I call Again, they tell me someone will call me back and they do not. I would like enough money to be able to buy a replacement stove but $338.00 is not enough to replace it with any brand. Gas ovens are at least $500.

  Business Response

  Date: 07/26/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their oven stove cooktop claim (no.:13229621).
  
  Based on the diagnosis received from Lineage Appliance Repair,HWA offered the customer cash back in lieu of replacement in the amount of $338.00.Notification was emailed to the customer on 5/26/24. However, she declined. Please refer to section Limits of Liability (14) of the user agreement, ************** reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item.
  
  Please be advised that the customer has a 30"Freestanding Dual Fuel Range with four burners. Therefore, HWA will increase replacement to $499.99. 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.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************