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: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.

  The service call with *** began at the end of June and is still an open issue with them, as of 7-17-2024.I paid $600.00 for the warranty and when I placed the service call to have my a/c looked at, per my warranty, they charged me $100.00. Total of $700.00 HWA was committed to provide me a repair of my a/c or a credit towards buying a new a/c, which the amount they offered in the amount of $1,200 is not sufficient for a new a/c to be installed.Per my contract, *** is supposed to repair or credit me the cost of an a/c, which is not working. My claim, #********, was opened at the end of June. It is now 7-17-2024, with no response from them except continuously giving me the run around and hoping a $1,200 check would make me go away. My wife is pregnant and we have been without a/c. 3 case managers have said they have notified the 3rd party contractor(Sears) to install the a/c, but when I call the 3rd party provider they tell me that *** never reached out to them, so the 3rd party contractor has cancelled my ticket order.I have numerous recorded calls with them, Chatbox conversations, which appear to be AI and not a real person, as well as emails in two 2 case managers.*** continues to just type notes but dont actual help to resolve the issue.My Realtor, and ************* referred us to HWA because she referred them to other clients before, but they are the worse. My ************ has gotten involved and my wife and I will be filing a lawsuit against ***.

  Business Response

  Date: 07/23/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 14286462).
  
  Our most recent records indicate that as of today (7/23), *** confirmed with ********** Services that the technician installed the compressor. They also reported the unit in proper working order.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************
  

  Customer Answer

  Date: 07/25/2024

  
  Complaint: 22004870
  
  I am rejecting this response because: Whether or not HWS remedied the issue, this only was due to the matter needing to be escalated by me and my ************* who is a Realtor. She has given business to HWA for over 10 years, including referring me to them. The original request to have my a/c repaired was towards the end of June. My wife is pregnant and should not have endured the suffering of not having a/c in our home for well over a month with little to no response from HWA. They were of no help to escalate this matter to have it resolved sooner. I have numerous emails to several case managers, recorded calls with ***, and call with case managers that would not help facilitate  the request to have ***** come out sooner. 

  I am requesting to have the cost of my warranty, $600, refunded to me and my wife and to cancel my policy with ***, otherwise, I will have no choice but to take this matter to court.

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

  Business Response

  Date: 07/26/2024

  **********************,
  
  We apologize that the customer is still dissatisfied. However,HWA is not liable for delays. Please refer to section Limits of Liability (1)of the user agreement, 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.
  
  Furthermore, ***** and the customer have both confirmed repairs were completed.
  
  Regarding the customers request for a full refund, should he opt to terminate coverage there is no refund due at cancellation. Please refer to section Cancellation, If You cancel this Contract within the first 30 days of the Coverage Period and a claim has been made or 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. If Listing Coverage is cancelled after service has been performed, and the Contract Fee has not yet been paid, You will be responsible for purchase of the Contract, or reimbursement to Us of Services incurred, whichever is less.
  
  Amount Paid: $600.00
  Months Used: 10 ($50.00) $500.00
  Service Costs: $1,272.13
  Cancellation Fee: $50.00
  Refund: $0
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

• Initial Complaint

  Date:07/18/2024

  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.

  I have reached out to this company many times, as no one will work with them to complete a claim. Over the last 5 years we have paid this company $6,194.64 and have to pay for many items that should have been covered out of pocket due to the lack of response from the company. I am asking for a refund for what we have paid the company.

  Business Response

  Date: 07/22/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations ***************** may be experiencing. However, please have the customer provide the policy number in which she is referencing so we may address her concerns accordingly.
  
  Thank you,
  ********************
  
  

  Customer Answer

  Date: 07/22/2024

  
  Complaint: 22006782
  
  I am rejecting this response because:
  
  The account is *********. Can they also please look it up by name and address? The address is **************************************. Because I am not sure If our account number has been the same each year. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 07/25/2024

  **********************,
  
  Should the customer opt to terminate coverage a refund in the amount of $2,906.25 is due at cancellation.
  
  Per section Cancellation of the user agreement, If You cancel this Contract within the first 30 days of the Coverage Period and a claim has been made or 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.
  
  Amount Paid: $4,125.00
  Months Used: 17 ($68.75) $1168.75
  Service Costs: $0
  Cancellation Fee: $50.00
  Refund: $2,906.25
  
  Nevertheless, *** is pleased to honor the customers request.Therefore, coverage has been terminated. *** will also issue a full refund in the amount of $4,125.00. Funds will be mailed to the customer in the form of a check to. Please allow up to 30 days for processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 07/25/2024

  
  Complaint: 22006782
  
  I am rejecting this response because: we would like a refund for the full amount paid total, not just this coverage period. The total amount we have paid again is $6,194.64. We have had problem after problem with this provider causing significant damage and extra expense to get items in our house fix that should have been covered. I am not seeking compensation for all the additional money we have had to spend due to **** negligence but is just asking for a full refund on the coverage we have purchased through a company that is clearly not capable of handling claims in a timely fashion with reputable servicers.

   

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

  Business Response

  Date: 07/26/2024

  **********************,
  
  HWA has honored the customers request to issue a full refund of the paid policy (no.: *********) premium in the amount of $4,125.00.This is for the current term: 3/14/23 3/14/29. Furthermore, the is the total amount paid for this policy. Therefore, there are no further funds to issue to the customer at this time.
  
  Please also be advised that *** addressed this issue in a prior complaint, BBB no.: ******** which was marked as resolved on 6/13/24.
  
  The customer will receive a full refund in the amount of $4,125.00 via check. Payment is subject to 30 days processing.
  
  There is no further action HWA CHW 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, she needs to follow the procedure for Resolution of Disputes outlined in her contract.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

• Initial Complaint

  Date:07/17/2024

  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 of America. I sent an estimate sewerage (475) and also ***** for Septic Pump replacement to ************************* pertaining to my Septic Tank asking for it to be cover. On July 17, 2024, I was informed by another manager of the *** team that my Septic Pump was not covered under my policy and that is not true!! My coverage plan is the Select Plus Plan which also includes septic system/sewage ejector pump and septic tank pumping. All of these are covered under my plan and I was told it was not. Please assist me in getting this matter handled ASAP!! Thanks

  Business Response

  Date: 07/22/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their septic pumping claim (no.: 1466844).
  
  On July 12, 2024, the customer placed a claim stating that she finally obtained a company to come to her home and pumped the tank. Please refer to section III. Service Calls (D) of the user agreement, We will not reimburse for any services performed without Our prior approval. Therefore,the customer was advised we could not reimburse her.
  
  On 7/17/24, the customer terminated coverage. Since she was a monthly policy holder, and did not prepay for coverage, there was no refund due at cancellation.
  
  Nevertheless, *** will offer the customer a refund in the amount of $402.48 (6 x $67.08). 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,
  ********************
  

  Customer Answer

  Date: 08/13/2024

  This email is regarding the complaint that was filed on Home Warranty of America. I spoke with ****************** and the agreed to refund me $402.48 to settled the matter. Thank you for making sure that my complaint was recognized and handled in a timely manner. You are greatly appreciate!!

  
  

  
  
  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:07/17/2024

  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 home warranty with this company. When my contract was expiring they called me several times a day for THREE MONTHS to get me to renew with them. It took more than a week to be assisnged a service person. Then to reach a person who could actually help me took me calling for several days!My refrigerator is going out and although they say they are responsible for "replacement equipment of similar features, capacity, and efficiency" they're offering me less than the amount that it would take to purchase that replacement. So to purchase a refrigerator with "similar features, capacity, and efficiency" I would have to add an addtional AT LEAST $600 on TOP of the $100 I've already paid to the service person to come out and diagnose my refrigerator. That's more than I paid for the policy!!! And the case manager who helped me (********************) is being rude doesn't want to escalate my issue. HWA is a predatory company,

  Business Response

  Date: 07/19/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 14425158). 

  Our records indicate that HWA approved replacement with a buyout in the amount of $986. 

  As per G(3) of the User Agreement, "We reserve the right to offer cash or cash equivalent in lieu of repair or Replacement (replacement equipment of similar features, capacity and efficiency, but not for match dimensions, brand or color) in the amount of Our available wholesale cost (which is less than retail) to repair or Replace any Covered Item. Cash or cash equivalent offered in lieu of repair or Replacement does not include the cost of shipping, tax, or installation. When cash or cash equivalent is issued to Replace a Covered Item, You may not make subsequent claims on such Covered Item for 1 year from the date of issue." 

  The customer placed an appeal, and it was explained that *** offers cash back at Our cost, which may be less than retail and therefore the buyout was not increased in accordance with the terms set forth in the contract. Thereafter, the customer processed a cancellation of the policy due to their dissatisfaction with claim outcome. 

  Should the customer wish to accept the buyout, they may contact me directly via email at *******************************************.  Upon acceptance, a check will be mailed to the customer within 30 days. 

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

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

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:07/16/2024

  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.

  They routinely deny coverage as they claim it is not under normal wear and tear to get out of coverage. I also submitted a claim and was forced to pay a $75 fee to the technician they sent even though they knew the product wasn't covered in my policy...blaming on the fact I should have known that. If they knew that why did they schedule a technician in the first place? I paid cash to technician they sent.

  Business Response

  Date: 07/18/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 14685063). 

  Our records indicate that the customer placed their claim for service on July 13, 2024.  *** dispatched MG Appliance Repair to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the condenser fan motor requires replacement.  The technician further noted that the unit is located in the customer's garage. 

  Based upon this information, *** denied claim coverage as the policy provides coverage for the "kitchen refrigerator" as per section 4(L) of the User Agreement.  

  The customer appealed claim outcome and it was explained that the claim will remain non-covered as the customer did not purchase additional coverage to account for the refrigerator located in the garage. 

  As per section 5 and 5(D) of the User Agreement, "The following coverage is included for You in Premier Plus plan or as additional add-on
  coverage if purchased under Your Plan and begins on Coverage Period Start Date...STAND ALONE APPLIANCES This coverage is available for each additional stand-alone refrigerator, freezer or ice maker." 

  Nonetheless, in goodwill, *** has authorized reimbursement of the service fee in the amount of $85 as resolution to this matter.  A check will be mailed to the customer within 30 days to the following mailing address: *****************************, ************************************************  Should the customer wish to provide an alternate mailing, they may contact me via email at *******************************************.  

  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: 07/18/2024

  [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:07/15/2024

  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 had a contract with HWA Home Warranty of America. My contract expired on the 9th of July and I didnt want to renew it for another year. My ice maker went out and I made a claim on the 6 of July. A technician came out on the 8th and said the motor went out. He ordered the motor and said he would return and I paid my deductible. Later I received a call from the technician stating that *** stated that my policy was cancelled and refused to pay the cost to fix my refrigerator. After talking to them I was told I had no issues and I the claim is closed and the policy is also closed. My policy was canceled on the 8 th of July because I didnt want to auto pay for the warranty for another year. Also on the 8th my credit card on file was charged ***** . My refrigerator is not fix and Im out of pocket the money charged on my card and the deductible paid to the technician. The technician said it would cost me ****** dollars if I wanted to fix my refrigerator out of pocket.

  Business Response

  Date: 07/17/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 14561475). 

  Our records indicate that the customer placed their claim for service on July 6, 2024.  *** dispatched AAA ********************** to the customer's home to submit the diagnosis. 

  However, prior to placing their claim for service, HWA corresponded with the customer on June 24, July 1, and July 7, 2024, informing of policy expiration and autorenewal.  As per section 2(B) of the User Agreement, "You will automatically be renewed for one (1) year coverage periods unless you notify us by telephone at ************ or days prior to the expiration of the applicable coverage period that your contract will not be renewed.  Your first renewal payment will serve as your authorization for another year.  If you request to cancel after automatic renewal takes place, we will honor your request to cancel immediately."  
  
  The customer did not record their preference to cancel upon expiration and therefore the policy renewed at the auto renewal rate of $55.83 on July 8, accordingly.

  Although, on July 9, the customer processed a cancellation of their policy therefore resulting in closure of the claim.  HWA cannot service a cancelled inactive policy.  

  Nonetheless, in goodwill, *** has authorized a refund for the renewal payment in the amount of $55.83, in addition to authorizing reimbursement of the service fee in the amount of $85 as resolution to this matter.  The refund will be credited to the customer's card ending in 8814 within 7-10 business days, and reimbursement of the service fee will be issued in the form of a check and mailed to: ***************************, ************************************  Please allow for up 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:07/15/2024

  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 filed a claim for my water heater with Home Warranty of America. A service technician that they selected came out and inspected my water heater and said it had to be replaced. SO they water heater was going to get replaced. HWA and their technician took too long to complete the work so they closed the claim because it was now 30 days old. Meanwhile I am dumping buckets of water a day due to the leaking water heater. They tell me I have to go through the process and file a claim again which means I have to pay the $75 service call fee again to a new technician. There is absolutely no reason why I should have to pay that fee again when it was HWA and their technician could not complete the work within 30 days. *** is telling me there is nothing they can do because it is in my contract that after 30 days the claim will be closed. But how is this my problem? They can drag on for as long as they want and i have to keep paying for service calls. No way. They need to pay for the new claim because it was their negligence to begin with.

  Business Response

  Date: 07/17/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 13765236). 

  Our records indicate that the customer placed their claim for service on May 14, 2024.  HWA dispatched Same ********************** **** to the customer's home to submit the diagnosis. Upon inspection, *** approved replacement of the water heater and informed the customer of non-covered charges in the amount of $1,215 to account for the cost of modifications and upgrades, 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." 

  On June 6, the customer accepted the charges, and the equipment order was placed with our supplier.  However, due to the technician's delay to retrieve the equipment in a timely manner, the work order was cancelled which resulted in closure of the claim.  

  As per section 15, Limits of Liability of the User Agreement, "You understand and agree that We are not a contractor. We will not be the
  Authorized Repair Technician and We will not perform the Services under this Contract. We engage third-party, independent contractors to service homes under the Contract. We will subcontract with Authorized Repair Technicians that meet Our standards. You understand and agree that We: (i) are not liable for the negligence, omissions, or other conduct of the Authorized Repair Technician; and (ii) are not an insurer of the Authorized Repair Technicians performance." 

  Our records indicate that a new claim for service on the water heater has been placed (claim no. 14670804), which was approved for replacement on July 14, with the customer's non-covered charges in the amount of $326.98.  

  Nonetheless, in goodwill, *** has authorized reimbursement of the service call fee in the amount of $75 as resolution to this matter.  The check will be mailed to ***********************, ***************************************  Please allow for up to 30 days processing.  Should the customer wish to provide an alternate mailing address, they may contact me directly via email at *******************************************. 

  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:07/15/2024

  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 filed a complaint because this company wasn’t responding to our request for pest control. They sent information out shortly after the complaint with a pest control company’s name and phone number with a date they would come out and a phone number. The date didn’t work for me so I called the pest control company. The woman who answered the phone didn’t have any information on me or my address. She further stated that the time window given by the Home Warranty of America is not a window they would have given. The window given was 7am-11am. She said they didn’t even open until 8 am and that their windows would be more like 8am-10am. My husband responded to HWofAmerica and told them and they said they would have someone else pickup the work request. We haven’t heard anything since. I believe HWofAmerica just gave the name of a pest control company to appease us since we filed a complaint. The pest control service clearly never heard of us and didn’t pickup a service request.

  Business Response

  Date: 07/22/2024

  
  
  Home Warranty of America (HWA) apologizes for any frustrations the
  customer may be experiencing regarding their pest control claim (no.: **********
  
  On June 22, 2024, the customer placed a claim stating that there
  was a squeaking and scratching noise above the upstairs bathroom and attic area.
  Additionally, that there were pigeon sounds coming from the fireplace. HWA
  dispatched the claim to our vendor network, but we experienced delays. On 7/11/24,
  HWA scheduled an appointment with Pete’s Pest Control for 7/15/24. Although
  please accept our apology as the technician informed the customer that he did
  not receive the work order.  
  
  Currently, the claim is in our vendor network pending reassignment.
  Please refer to section Limits of Liability, “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.”
  
  Please also refer to the following regarding Pest Control coverage
  (Not available in AZ, HI, NM, NV, TX) ? Covered pests specifically
  including: roaches, ants, silverfish, black widow spiders, earwigs, brown
  recluse spiders, millipedes, centipedes, mice, crickets, ground beetles,
  pillbugs, sowbugs, clover mites.
  
  NOT COVERED: Fire, pharaoh and carpenter variety ants.
  Termites, fungus, wood boring beetles, rats, flying insects, fleas, ticks, and
  any pest not specifically listed as included.
  Furthermore, regarding the “pigeon” sounds, please be advised that
  HWA does not cover for “pigeons.”
  
  As an alternate option, HWA would like to offer the customer the
  opportunity to elect a technician of her choosing and utilize our reimbursement
  process. Should she wish to proceed this route, please have her email [email protected] to receive the reimbursement instructions.
  
  In the interim, we are working diligently to locate a technician
  to service the customer’s claim.
  
  Thank you,
  Michelle C. 

  Customer Answer

  Date: 07/30/2024

  
  
  Complaint: ********
   
  
  I am rejecting this response because: I’m concerned if we close this complaint we won’t get any help. If there had been any attempts to help us I might be more inclined to close this. This company, Home Warranty of America, has done nothing except create what I believe is a false attempt to schedule a technician. I believe they never intended to fulfill their obligation and they’ve done nothing to make me feel I can trust them. If I were to close this and call out a technician we would never see reimbursement. I just want a technician out. They’ve made zero attempts. We, as the home owners, have had several different companies come out to do various jobs at our home. Any technician we have called has been more than happy to come out and give us an estimate or perform work.

  Home Warranty of America needs to complete their obligation and send out a technician. I believe this company is a scam preying on home owners with no intent to ever carry out any repairs.
  
  
  
  
  
  
  
  Regards,
  
  
  
  ******** **********

  Business Response

  Date: 08/06/2024

  
  
  Our most recent records indicate that an appointment is
  scheduled with *** ************* for 8/14/24 between 11:00AM – 3:00PM CST. Notification
  was emailed to the customer today (8/6) with the technician’s contact
  information and appointment details. Should the customer need to contact the
  technician directly he may be reached at ***** *********
  
  Thank you,
  Michelle C.

• Initial Complaint

  Date:07/13/2024

  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.

  I am not looking for a resolution to my complaints I am just expressing my frustration that I dont understood the point of having a warranty from this company when nothing is covered. I used HWA service twice already & both times nothing was covered.First time was for a plumbing issue. I paid the service fee. A technician came out & tried to fix the issue. He couldnt figure it out & recommended the next step is to put a camera down the line to find the problem. But *** doesnt cover that. I had to pay $600 out of pocket for another company to find the issue. I also wanted to mention that the technician from HWA was unprofessional, rude & left a tool at my home. Not happy about that!The second time I used HWA was for an AC issue. Of course it happens during a heat wave in **. It took a while to have a technician come out. They took a look a found out it is a blow motor on the unit. He told my wife it should be covered. *** had to review the request. I called & checked it many times. At the end I was told its not covered. *** also claim they sent me a notification that it wasnt covered through email which I never got.So now Im totally screwed! No AC! I spoke with another AC company that said the entire unit needs to be replaced. I cant afford that!Im angry, livid that *** does not care one bit for the customer! ****** care about me, my daughter, my wife! Only the money! Id like my service fees back because NOTHING WAS DONE! Of course the person from *** on the phone said those are not refundable.I dont need a response back from *** about this review because nothing you say will change my point of you about!Ive already informed many people about my experience. Never again from you jerks.

  Business Response

  Date: 07/16/2024

  ********************,
  
  The customer stated the following. I am not looking for a resolution to my complaints I am just expressing my frustration.
  
  Therefore, as this for information purposes only, HWA requests this matter be closed.
  
  HWA requests this matter be closed.
  
  Thank you,
  ******************** 

• Initial Complaint

  Date:07/10/2024

  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.

  The washer and dryer were included when I bought my condo in 2016. They were in pristine condition. I am single and have no children. I wash clothes once a week, and am mindful not to overload the machine. Water started running from the washing machine on 7/03/2024. I submitted a claim to HWA and they sent 5 electric service repairman named *****. ***** said he needed a part to fix it, and ordered it. He called me a week later, came back, and put the new part in. I paid him $75.00 and he told me the machine was fixed. I went to do my laundry, and water started pouring out when I turned it on. I called him back, but he never came. Instead,he called me, and told me that he cannot fix the machine because it's a ******** ******* and the parts are no longer available. He never mentioned anything about a cracked tub. *** emailed me and informed me my claimed was denied, and used the crack in the "tub" as an excuse to get out of replacing the machine. I called them and arugued with the claim manager, a ********************. I paid my premiums every month for four years, and never filed one claim. This company is acting in bad faith, and trying to weasel out of doing the right thing. Now I have stacks of dirty laundry and a broken machine. They have left me out on a limb, and dropped me like a hot potato. I am a 79 yo disabled Vietnam Veteran, and they don't care. "Bad Faith" ***** you!Sincerley,***********************

  Business Response

  Date: 07/16/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their washer claim (no.: 14409351).
  
  On June 26, 2024, the customer placed a claim stating that the washer was leaking and HWA dispatched 5 Volt Electronics. Based on the diagnosis received, HWA authorized the technician to replace the drain pump and repairs were completed.
  
  Although on 7/8/24, the customer indicated that the washer was still leaking and HWA recalled 5 Volt Electronics. Please refer to section III.Service Calls **** ** Services performed under this Contract should fail, then We will provide for the necessary repairs without an additional Trade Call Fee for a period of thirty (30) days on parts and thirty (30) days on labor from the date the Services were materially complete.
  
  Based on his additional findings it was determined that there was a crack in the tub. Please be advised the tub would not crack under operating conditions. Please refer to section Limitations and Exclusions (G) of the user agreement, We are not responsible for consequential or secondary damage. This includes but is not limited to, repair of conditions caused by chemical or sedimentary build up, insect infestation, mold, mildew, or bacterial manifestations, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes,fire, freezing, electrical failure or surge, water damage, theft, intentional acts, riot, lightning, mud, earthquake, soil movement or soil 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 7/9/24, 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.
  
  Please also be advised that as of 7/13/24, the customers account fell past due in the amount of $-46.25 as Julys monthly payment was declined.The customer will need to make his account current in order to place any future claims.
  
  HWA requests this matter be closed.
  
  Thank you,
  ******************** 

  Customer Answer

  Date: 07/16/2024

  
  Complaint: 21969683
  
  I am rejecting this response because: 

  HWA is lying and their facts are inaccurate. The service repairman they sent out was incompetent and lied to me as well. They are using a lot of legalize to weasel out of paying the claim. This is normal wear and tear. The repairman told me he could not fix the machine because Kemore is no longer in business, and he is unable to get the necessary parts. He never mentioned a crack in the tub. I have made $1920 worth of payments (48 payments) over 4 years and never filed a claim. I paid the repairman $75 and he lied to me and told me it was fixed the first time. When I turned on the machine, WATER CAME POURING OUT AND FLOODED MY FLOOR. I am a 80 year old disabled Vietnam veteran, and it took me 3 hrs to mop up the water. They are both lying and giving me conflicted stories to get out of paying this claim. Now I have to buy a new machine, and take Uber to the laundromat. This is shameful, and I'm not going to let *** get away with this. I will take them to court  if need be.
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 07/22/2024

  **********************,
  
  We apologize that the customer is still dissatisfied. However, our technician reported that there was a crack in the tub. As this would not occur under normal operating conditions, the claim determination will stand. Furthermore,the customers policy is inactive as it is past due in the amount of $-46.25.The customer will need to make his account current to service any future claims. 
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************
  

  Customer Answer

  Date: 07/24/2024

  
  Complaint: 21969683
  
  I am rejecting this response because:I've had enough back and forth with this company. They're not going to honor the claim in any way, so I have no choice but to take them to court!
  
  
  
  Regards,
  
  *********************