Complaints

This profile includes complaints for Home Warranty of America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Home Warranty of America has 2 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Home Warranty of America

  2147 State Route 27 Fl 4 Ste 400 Edison, NJ 08817-3365

• 

  Home Warranty of America

  90 Washington Valley Rd Bedminster, NJ 07921-2118

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date: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.

  Put in a claim on the 14th of July finally had an appointment on the 17th for the air conditioning *********** bipolar a/c checked out the ** and found it was a leak in the coil the attic part of the air conditioning system at that point bipolar ** put in the request for the repair to the warranty company That was all on the 17th I've checked back with the warranty company several times almost daily I hear the same thing they're waiting on more information from bipolar ** but I've checked with bipolar ** they sent all the requested information the first time on the 18th but they've sent it a couple more times since then to make sure they got it but they keep saying they're waiting on more information which is obviously a lie for some reason they don't want to approve this work order I'm a 76-year-old woman and I'm forced to live in this un air conditioned house right now in ***** where with the humidity it reaches 98 on a regular basis. I just want my ** to work that's all I want but every time I call the warranty company I get the same thing they're waiting for more info from the repair company. going on 10 days now no ** in *****.

  Business Response

  Date: 07/29/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 14691807). 

  Our records indicate that the customer placed their claim for service on July 14, 2024.  *** dispatched Bi Polar AC & Heating, LLC to the customer's home to submit the diagnosis. Upon inspection, *** requested the technician perform a nitrogen leak test, in addition to confirming the amount of refrigerant missing from the system. 

  Per section G(15) of the User Agreement, "We are not liable for: any failure to obtain timely service or delays in obtaining parts, equipment, or for delays due to conditions beyond Our control..." 

  Our most recent records indicate that the technician has been provided with claim approval to recharge the system with refrigerant and leak seal.  As such, they will contact the customer to schedule repair completion 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 

   

• Initial Complaint

  Date:07/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a claim on 6/12/2024 and there has been no resolution to having our A/C Unit repaired up until this point. It has been unbearably hot in our home and we have asthma and I am pregnant as well. There has been numerous trips made to our home, the tech didn't turn in the report. Several other occasions the tech has not been interested in completing the job etc. There has been two different companies dispatched to our home and still no resolution and no phone call from HWA at all. They ask me to contact these technicians after they leave and I have no success and in the meantime we are the ones suffering through this summer heat.

  Business Response

  Date: 07/26/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 14187207).
  
  Please also accept our apology for the delay in dispatching a technician. Our most recent records indicated that ********** Services reported to HWA on 7/25/24, the electrical disconnect box needs to be replaced.Furthermore, that a different trade technician is required (electrical).
  
  As a result, an electrical system claim (no.: ********) was placed the same day and *** scheduled an appointment with ****** Electric for 7/27/24 between 11:00AM 3:00PM. Should the customer need to contact the technician directly he may be reached at **************.  
  
  Thank you,
  ********************
  
  

• Initial Complaint

  Date:07/22/2024

  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.

  Home Warranty failed to honor coverage of refrigerator repair/replacement.On 3/21/24 HWA technician appointment. Technician inspected refrigerator (not cooling) and stated he will need to send diagnosed work order to HWA to authorize repair, parts replacement. 3/21/24 while technician was still present in my home I contacted HWA representative who asked to speak with the technician and provided him website to upload work order quote so that an immediate approval could be processed. Technician sent work order, walked out and left without notice. I called back to HWA same day 3/21 to report what happened and was promised they will have technician return. On 3/22/24, no call back, no email, no communication from HWA. I called again and was told by ****** they are trying to get ahold of ***** to get the quote from the technician.On 3/23/24, I contacted *** and asked to speak with a Supervisor. I was told no supervisor on duty. I called back same day twice for update. I spoke to ******* and ***** who both said call back for an update in 24 hours. On 3/25/24, Once again I contacted *** and expressed the inconvenience of the broken refrigerator with no response is becoming excessive. I spoke with ********* who informed me she will do everything she can to get ahold of ***** technician. I asked, what if I find a local technician to fix the issue, what would be the amount HWA would reimburse? She said $220. I told her all I want is my refrigerator fixed ASAP.After multiple follow up calls in the month on April and ZERO communication from Home Warranty of America (HWA), I was left no other choice than to purchase a new refrigerator. On 7/22/24, I called HWA and was informed be account manager I need to open a new claim and offered one month payment free.Due to the extremely horrible, stressful, frustrating, costly experience and HWA failure to fulfill the service need, I am requesting compensation from HWA in the amount of $1020, cost of new refrigerator

  Business Response

  Date: 07/23/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 13116377).
  
  On March 19, 2024, the customer placed a claim stating that the refrigerator was not cooling or freezing and *** dispatched ***** Home Services.On 3/21/24, the technician reported there was a refrigerant leak somewhere within the sealed system. *** then requested the technician confirm the leak location and provide pricing to repair. This request was made on several occasions but please accept our apology as the technician became unresponsive.  
  
  HWA has not spoken with the customer regarding this matter since 4/1/24. As for the refrigerator he purchased, *** did not approve these costs. Please refer to section III. Service Calls **** We will not reimburse for any services performed without Our prior approval.
  
  Nevertheless, *** will offer the customer reimbursement in the amount of $986.00. Should the customer choose to accept as resolution to his 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,
  ********************

  Customer Answer

  Date: 07/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the reimbursement offer of $986.00 as a resolution is satisfactory to me. 

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

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AVOID AT ALL COSTS these guys are top scammers, some of the best in the business. Our toilet was leaking in something that wasnt found in inspection, we were told by someone on the phone we could call a local plumber and they'd reimburse us, which we went with because we had never received a contract or policy with them as part of the new house. ******* comes and does his thing and then leaves, we submit a claim. Wrong-o! Looks like you actually CANNOT be reimbursed with this scam service. Keep in mind we needed a toilet (they told us we should have scheduled through them, and the soonest their plumber could get there and possibly could have fixed it was a full week later) and that we never received any policy info, so it was impossible for us to know.Oh and we NEVER would have purchase a scam home warranty but this one just came with the house. Awful slimy people!

  Business Response

  Date: 07/24/2024

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

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

  As such, HWA requests that the customer provide either the policy or claim number(s) and response will be issued accordingly. 

  Thank you,

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

• Initial Complaint

  Date:07/21/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our realtor purchased the best policy for us back in August **************************** September 2023 and I timely made a claim as the air conditioner broke down completely. They sent a company that was quite expensive and insisted that they would only pay for certain parts and not towards a new one as is in the policy. They said we had to use this company who was quite expensive, I said just the amount of money you will pay towards the fixing or replacing and I will find my own company to do the work. They have yet to even attempt to respond to my claim or send the money so that I can fix it.

  Business Response

  Date: 07/22/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 13466673). 

  Our records indicate that the customer placed their claim for service on April 21, 2024. *** dispatched ********* Services to the customer's home to submit the diagnosis who reported a leak in the evaporator coil.  

  On April 26, *** approved replacement of the air handler including its respective labor to install and informed the customer of non-covered charges in the amount $5,495 to account for the cost of the upgraded condenser, in addition to system modifications, which are excluded from coverage. 

  As 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 declined the charges, and the claim has since closed after 30 days of inactivity.  

  Nonetheless, in goodwill and in lieu of placing a new claim for service, *** is pleased to offer the customer reimbursement in the amount of $2,352 with a paid invoice, which represents ***'s authorized cost of replacing the air handler with labor.   Should the customer wish to accept, they may contact me directly 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: 22021454
  
  I am rejecting this response because:I asked her for the policy limit, which is higher and Im waiting to discuss it with her and I expect to have a decision quickly. Please leave it open for 48 hours. Thank you! 
  
  
  
  Regards,
  
  *****************************

  
  

  Business Response

  Date: 08/05/2024

  **********************, 

  The customer corresponded with me via email and has agreed to be reimbursed up to $2,352 with a paid repair invoice. 

  HWA requests this matter be closed. 

  Thank you,

  ************
  Consumer Advocate 

  Customer Answer

  Date: 08/05/2024

  We got it resolved. Thank you for your help. I was getting nowhere until I made this claim! It can be closed!

  
  

  
  
  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:07/19/2024

  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.

  My home's air conditioner broke over three weeks ago and I have been working to get the replacement done by the warranty company since then. They sent out a technician and the technician agreed that it was broken and needed to be replaced. Then the warranty company sent me information about my clean and what they plan to cover and it was insufficient. My policy requires that they pay $5000 towards the replacement appliance, they can do this either by ordering a replacement themselves or by paying me cash. In both instances, I have the right to have my own technician do the work. I was not offered the opportunity to have my own technician do the work to begin with and further they were not covering even close to the full $5000 as part of the replacement. I have now spent two weeks trying to get in touch with the person regarding the offer that they sent me and I have been unable to get a manager at all or any type of Case Manager to respond. When I ask her manager or anyone that can help me with actual information I am told no one can assist me or that a case manager will contact me. I have not been contacted. There is a significant heat wave burning in ********** I have had to move out of my house and I am unable to stay there since the air conditioning does not work. I need to speak with someone that can truly assist me and resolve this issue immediately.

  Business Response

  Date: 07/24/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 14476980). 

  Our records indicate that the customer placed their claim for service on July 1, 2024.  *** dispatched Platinum repair, Inc.to the customer's home to submit the diagnosis who reported that water is leaking out of the pan under the air handler and that the coil is not in good condition with recommendation of replacing the air handler. 

  On July 9, *** approved replacement of the air handler including its respective labor to install with coverage applied for the cost of disposal and permit. *** also informed the customer of non-covered charges in the amount $1,497.75 to account for replacement of the upgraded condensing unit, which must be upgraded for compatibility, in addition to non-covered charges in the amount of $8,270 to account for system modifications, which are excluded from coverage. 

  Per section G(7) of the User Agreement, "Except as specifically described in Section D(17) for purchasers of the System Compatibility Upgrade, We are not responsible for upgrades, modifications,components, parts, or equipment required to complete a repair or Replacement of a Covered Item due to incompatibility with existing equipment including, but not limited to, differences in technology, chemical and refrigerant requirements, or efficiency as mandated by federal, state, or local governments. We will disclose the cost of such non-covered charges, in aggregate, but will not itemize such charges." 

  Per section D(17i) of the User Agreement, "Provide up to $250 per occurrence for required permits...Provide haul away of a Covered Item when Replacing such Covered Item."

  However, upon further review, HWA has adjusted the claim and will be providing additional coverage for the cost of the upgraded condensing unit with labor as the customer purchased Platinum level coverage which includes coverage for the cost of system compatibility upgrades. 

  Per section D(17) of the User Agreement, "Covered - When Replacement is required for either the indoor or outdoor system that requires an upgrade for compatibility of capacity/efficiency in order to ensure systems operational functionality, We will cover the cost of the
  upgraded system, including labor..." 

  With respect to the customer's request to utilize their own technician, per section B(6) of the User Agreement, "We have the sole right to select the Service Provider." 

  Further, although ***'s maximum liability is $5,000, the policy excludes coverage for the cost of modifications. As such, HWA is not liable to provide the customer with reimbursement of $5,000 as the amount is not reflective of our approved costs.  

  Nonetheless, in goodwill, *** is pleased to offer the customer reimbursement in the amount of $2,270 with a paid invoice, which represents ***'s authorized cost for replacement of the air handler and condenser with labor, should the customer wish to have the system replaced by their own technician.  The customer may confirm their acceptance by contacting me directly 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:07/18/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/17/2024 called the *** phone number to submit a claim on central air unit not working at all. Was immediately pitched that I had to renew my contract because my service call wouldn't be covered under my contract because it was expiring. *Service contract expires 9/27/2024* so was forced to renew contract just to file a claim. Claim taker (more like salesman) stated "Congratulations, your service call will be free and you will not have to pay the $100 trip fee." to me numerous times. New contract offered me was $784.80, yet online I can get a better level contract with them for $550. Very disappointed that I was forced to renew a contract to get service ordered under my current contract.7/18/2024 central air miracoulsy started working again. Called to cancel the claim. Asked if my 'free trip fee of $100' would be waived if I called back in the next 2 hours/days/weeks if the central air was not working again. Rep told me they could not reopen a closed claim. Had to fight till I was promised the 'free trip fee' would still be effect and that the rep would put it in the notes of my account.7/18/2024 ONE HOUR later the central air unit stopped working again. Called back to start new claim. Was told there were no notes about the free trip fee of $100 but then this rep was able to reopen the claim that the last rep told me couldn't be reopen if closed. I informed the rep that I was not going to renew my contract beginning 9/28/2024 due to poor customer service, and he informed me that my service call today, 7/18/24 would not be covered. Contract ends 9/27/2024. No supervisor available. 7/18/24 Received contact from ***** via a text that virtual visit was going to be set-up to pre-diagnose the issue. That visit is scheduled for 8/1/2024. That's 2 full weeks away. In the heat of summer. With an elderly pet & myself. Want my central air serviced, in a timely manner, under my contract that opened 7/27/2022. I want my c.c. charge reversed for the $784.80 renewal charge.

  Business Response

  Date: 07/19/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 14759015). 

  Our records indicate that the customer placed their claim for service on July 17, 2024. Although, on July 18, the customer requested the claim be closed.  However, later that day, the claim was reopened per the customer's request. 

  Our records indicate that the claim has been assigned to ********** Services with an appointment scheduled for August 1, between the hours of 8-12PM EST.  *********** call fee in the amount of $100 has also been waived.  Please note, HWA is not an emergency service company and appointments are scheduled based upon the service providers best availability.   

  With respect to policy renewal, our records indicate that the customer purchased the renewal on July 17, 2024, in the amount of $784.80 with term coverage commencing upon expiration of the current term on September 27, 2024.  Although, please accept our apologies as the customer was not required to purchase the renewal in order to place a new claim for service as the current term is still active. Therefore, if the customer wishes to cancel the renewal while keeping their current term active, they may contact me via email at ******************************************* and they will be refunded in the amount of $784.80 accordingly. 

  Thank you,

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

   

  Customer Answer

  Date: 07/25/2024

  [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:07/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 5, 2024, I contacted the insurance company to file a claim because two of my bedrooms were cold even with the heater on full blast. An HVAC technician came out and determined that the crawl space was too small for him to enter, and he broke my attic door in the process. I paid the $100 service fee, but my claim was denied without the technician actually checking the issue. After submitting a review of my claim with no response, I decided to cancel my policy. The representative agreed to refund my $100 and reimburse me for any diagnosed and repaired issues.It took a while to complete the repairs, during which I had to pay out of pocket while still paying for the policy. Once the repairs were finished, I submitted the paid invoice, only to be told that they would only reimburse $100 of the $1600 invoice.

  Business Response

  Date: 07/22/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their ductwork claim (no.: 12231086).
  
  On January 5, 2024, the customer placed a claim stating that the master bedroom was freezing and there was no air flow. *** dispatched *************** A/C and Heating LLC. Based on the diagnosis received it was determined that the ductwork had reduced airflow as a result of not being properly supported during installation. Please be advised that this does not constitute a normal wear and tear failure.
  
  Please refer to section B. Definitions (10), ******* Systems and Components means systems and components as specifically described herein as Included under Your Plan and become inoperative due to mechanical or electrical failures caused by normal wear and tear (Breakdown).
  
  On 1/8/24, a claim determination letter was sent to the customer with the option to appeal and she did. Our records indicate that the customer did not speak with her Case Manager until 4/16/24. In lieu of the claim denial, *** offered to reimburse the customer $100.00 upon receipt of a paid repair invoice and she accepted.
  
  On 6/10/24, *** received the paid invoice. Therefore, a check (no.: *****) in the amount of $100.00 was mailed to the customer on 6/11/24 and cashed on 6/24/24. There are no further funds to issue the customer at this time.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************
  

  Customer Answer

  Date: 07/22/2024

  
  Complaint: 22010669
  
  I am rejecting this response because:
  
  I am declining the response because I was supposed to receive reimbursement for the full amount of the repairs, not just $100. The repair was covered under my plan
  
  Regards,
  
  *********************

  Business Response

  Date: 07/25/2024

  **********************,
  
  We apologize that the customer is still dissatisfied.However, *** did not authorize the customer full reimbursement as this was a denied claim.
  
  In lieu of the claim denial, *** agreed to issue the customer $100.00 as a gesture of goodwill with a paid repair invoice. This offer was accepted. Funds were also mailed and cashed. There are no further funds to issue the customer at this time.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a plan for a home warranty, and submitted a claim approximately one year later, within the term year of the warranty. They sent out a technician who advised them of the problem, the problem is within our contract, but they are refusing to honor the contract and have closed the claim. I have attempted to contact a supervisor multiple times, and not receiving any responses.

  Business Response

  Date: 07/22/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 14559264).
  
  On July 6, 2024, the customer placed a claim stating that the A/C unit was leaking water and molding on the inside. *** dispatched All Seasons Mechanical and based on the diagnosis received, no mechanical failures were found with the air conditioning unit.
  
  On 7/19/24, the customer spoke with a Case Manager who explained that there were insulation issues. Please be advised that the user agreement excludes insulation. Please refer to section III. Service Calls (C) of the user agreement, Excluded: Insulation.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************
  

  Customer Answer

  Date: 07/22/2024

  
  Complaint: 22009732
  
  I am rejecting this response because:
  
  HWA did not produce the requested documents outlining the terms of the warranty, including what is and is not covered.  When the warranty was purchased, *** advised that it covered all duct work.  Also, as the customer, I did not place a claim for A/C, which I advised HWA on multiple occasions.  I advised them of the issues that I could see, and they incorrectly submitted the claim as A/C, even though I advised that I am not an expert and did not know the issue.  *** also advised that I could open a new claim for ductwork, pay an additional $85, and they would re-evaluate, which does not line up with the response that was given to the BBB.
  
  Regards,
  
  *****************************

  Business Response

  Date: 07/25/2024

  **********************,
  
  A copy of the policy was emailed to the customer twice on the date of purchase, 5/4/23. Another copy of the policy was also provided to the customer on 7/19/24. Furthermore, since insulation is excluded from coverage, should the customer place a ductwork claim and insulation is reported as the cause of failure, the claim will be denied.
  
  However, the customer is welcome to place a ductwork claim and pay a new service call fee should she wish to have her ductwork evaluated. She may do so via the customer portal or with our New Claims Department.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Warranty Company will not repair AC that was under warranty. The company is stating that my AC unit is improperly placed but it is in the same place it has been since starting the warranty. I don't understand how they are charging me my monthly premium payments on an item that should have never been under warranty if it never had a chance of being repaired under the warranty.

  Business Response

  Date: 07/19/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 14716386). 

  Our records indicate that the customer placed their claim for service on July 15, 2024.  *** dispatched *********************** Heating and Cooling to the customer's home to submit the diagnosis.  Upon inspection, the technician reported, "Compressor is dead- dead short between start and ground indicating the compressor winding have broken loose inside the compressor." 

  The technician also listed the cause of failure as, "Poor install location, deck causes airflow issues, also makes ac difficult to clean, so the coil is filthy." 

  Based upon this information, *** denied claim coverage as the failure was not a result of normal wear and tear. As per section 4, Exclusions of the User Agreement, "We are not liable for repairs related to adequacy or capacity of Covered Items in the Covered Property; improper installation..." 

  Further, HWA is not liable for failures that occurs as a result of lack of maintenance.  As per section 6, Limits of Liability 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." 

  The customer appealed claim outcome and it was explained that the claim will remain non-covered in accordance with the terms of the contract. 

  No further action will be taken. 

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

  Thank you,

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