Business Profile

Home Warranty Plans

Home Warranty of America

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Complaints

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

Customer Complaints Summary

1,482 total complaints in the last 3 years.
318 complaints closed in the last 12 months.

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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:07/06/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 6th I entered a claim for my dishwasher. The first technician arrived May 15th and assumed it was two parts that needed to be replaced, he ordered the parts and the next technician came out to discover one of the parts was cancelled, he reordered the part and we were rescheduled for May 26th. At which time we received a message that we were rescheduled for June 6th, they installed the part and it still wasnt working. On June 17th they arrived again and were unable to fix the issue, now we are scheduled July 8th (no parts show ordered or why they will be here). Throughout this process I have been in constant contact with Home Warranty of America requesting their help to send out a new company or help this process along with ****** They answer the call and state they will have a resolution once they receive the diagnostics from the tech (typically 4or5 days later a new appointment will be emailed to me), when I ask what the delay is or if they can have someone else be sent out to complete the work they state someone will call us back and we have never received a call back or a resolution. As of today it has been 52 days since the first tech was dispatched with no help from Home Warranty of America after repeated requests through their portal and via phone. Below I am entering the amount of money I have paid since this began
Business Response
Date: 07/09/2024
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dishwasher claim (no.: 13646178).

After further claim review, *** has offered the customer cash back in lieu of replacement in the amount of $357.00. Please refer to section Limits of Liability (9) of the user agreement, Repairs/Replacements:We have the sole right to determine whether any Covered Item will be repaired or replaced. Parts and replacements will be of similar or equivalent quality and efficiency to those being replaced, subject to all other provisions of this Contract. Where replacement equipment of identical dimensions is not readily available, We are responsible for providing installation of similar quality equipment but NOT for the cost of construction or carpentry made necessary by different dimensions. We are not responsible for upgrading or matching color or brand.

Notification was emailed to the customer today (7/9) with a link to begin the replacement process. Funds are issued in the form of a Lowes ****** Card and subject to 30 days processing.

HWA requests this matter be closed.

Thank you,
********************
Customer Answer
Date: 07/11/2024

Complaint: 21950180

I am rejecting this response because:

Good Morning,

I have accepted the replacement cost of $357.00 through the link provided in the email sent 7/9/24. However, in the statement it says that *** is "responsible for providing installation of similar quality equipment but NOT for the cost of construction or carpentry made necessary by different dimensions." How is that completed? Do I pay the installation fee up front and am reimbursed? Currently the installation cost through Lowes is $221.98. I would like to confirm how that is taken care of.

Regards,

*******************************
Business Response
Date: 07/22/2024
**********************,

On 7/9/24, the customer accepted replacement in the amount of $357.00. Please be advised that replacement does not include installation.Funds will be issued via email in the form of a Lowes ****** Card. Please allow up to 30 days for processing.

HWA requests this matter be closed.

Thank you,
********************
Initial Complaint
Date:07/05/2024
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 had a home warranty policy for 2 years and decided not to renew it. On 2 2 occasions I received phone calls to renew and both times I said no and asked to be removed from phone and email follow up lists. 3 times I have received emails saying I was automatically being put on a automatic monthly renewal plan, which I had to cancel each time. I don't know how to stop being harassed by them.
Business Response
Date: 07/08/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding policy renewal (policy no. 134486845).
Our records indicate that the customer recorded their preference to proceed with policy cancellation at expiration of their policy which was on July 7, 2024.
We have also sent an expedited request to our ******************** to place the customer's information on our do not call/do not email list.

If the customer continues to receive solicitations, please forward the phone number and/or forward the email that they received to ******************************************** subject line Continued Solicitation BBB Complaint ID ********, so we may revisit the issue.
Thank you,
************
Consumer Advocate
Initial Complaint
Date:07/05/2024
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.
Around May 30, 2024, my pool's saltwater chlorination cell ceased functioning, prompting me to initiate a claim with Home Warranty Administrators. On June 4, 2024, an email was received from HWA indicating that the claim had been denied due to a faulty flow switch. Upon the technician's closer inspection, it was determined that the flow switch was in working order and the primary issue was an accumulation of algae within the pool filter, which in turn resulted in insufficient pressure to activate the flow switch. HWA subsequently requested additional information from the technician to support my appeal, who affirmed that the flow switch was operational, and the algae growth was instead the consequence of a malfunctioning saltwater chlorination cell that was unable to produce chlorine. Despite this evidence, HWA remained steadfast in denying my claim, citing insufficient maintenance of the saltwater chlorination cell.
I maintained that the malfunctioning cell, not insufficient maintenance, was the reason for the algae growth, leading to further disagreement between HWA representatives and myself. HWA representatives argued that they are expert technicians and definitively concluded that poor maintenance led to the saltwater chlorination cell's failure, despite the technician, they hired, not having inspected the cell for maintenance issues nor mentioning it in their repair estimate. I emphasized that a competent technician could not diagnose the issue over the phone as HWA had attempted to do. The evidence supports that the saltwater chlorination cell is malfunctioning, which is causing the algae growth and subsequent clogging of the pool filter, and that the intended function of the saltwater chlorination cell is to generate chlorine and prevent growth. Given the circumstances, I felt compelled to cancel my policy since I could not continue to trust HWA due to their apparent dishonesty.
I am willing to reinstate my policy once the salt cell is repaired or replaced.
Business Response
Date: 07/15/2024

Home
Warranty of America (HWA) apologizes for any frustrations the customer may have
experienced regarding the pool claim (claim no. ********).
Our records indicate that the customer placed their claim for service on May 31, 2024. HWA dispatched Skyline Pool & Spas, LLC to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the salt cell is not producing chlorine due to failure of the flow switch.
Based upon this information, HWA denied claim coverage as the policy excludes coverage for "switches".  However, the technician then revised their diagnosis indicating that the switch is working and that the salt-cell failed due to a buildup of algae. Although, as the failure was not a result of normal wear and tear, HWA determined that the claim would remain non-covered accordingly.
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 placed an appeal, and it was explained that the claim will remain non-covered in accordance with the terms of the contract.  Thereafter, the customer processed a cancellation of their policy due to their dissatisfaction with claim outcome.
No further action will be taken.
While we
regret to hear of the customer’s frustrations, HWA has abided by the policy
terms and conditions and requests this matter be closed.
Thank you,
Lori J.
Consumer Advocate
Customer Answer
Date: 07/15/2024

Complaint: ********

I am rejecting this response because:

The technician reported that the switch malfunctioned as a consequence of algae accumulation in the pool, which was triggered by the salt cell's inability to generate chlorine. They clarified that after cleaning the switch, it became and remained functional. This information was shared with HWA in their response. The technician further explained that the improper functioning of the salt cell was the root cause of the algae buildup. The technician confirmed that system maintenance has been carried out as per the manufacturer's guidelines.

**** *******
Business Response
Date: 07/22/2024

Upon further claim review, HWA is pleased to offer the customer reimbursement up to $1,500, which is HWA's maximum liability under the terms of the contract.
As per the terms and conditions under "Saltwater Pool Equipment" of the User Agreement, "We will pay no more than $1,500 in the aggregate during the coverage period."
The customer may provide the paid invoice to me via email at [email protected]. All payments are subject to 30 days processing.
HWA requests this matter be closed.
Thank you,
Lori J.
Consumer Advocate

Customer Answer
Date: 07/23/2024
[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.

I have uploaded a copy of the receipt but will additionally email to the address given by HWA.

Regards,

**** *******
Initial Complaint
Date:07/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
May 20, 2024 I purchased a policy with Home Warranty of America (***). My policy #*********. As explained to me by the sales rep., the policy wouldn't go into effect until after ************************************ licensed tech. was called by the company, as *******'s policy stated. I paid for a year in advance for a rental property I recently purchased, ***************************************************. There were no previous issues with any of the appliances, furnace, air conditioner, or water heater. All were in good working order when I purchased the home & when I purchased the *** policy. As it turned out, the air conditioner had issues June 25, 2024, 5 days past my 30 day wait period. I initiated a claim with *** and they contacted a local company to check out the unit. NextGen Heating & cooling of ***** tech, *************, made the determination the ** unit was beyond repair & needed to be replaced. He sent a copy of his opinion to *** & me. *** has since denied the claim saying it was improbable that the ** unit was in good working order since a claim was made just 5 days after the 30 day period. I spoke with the claim manager, ********************, and said it was just a coincidence. The people living in the house have been there over 2 years with no issues. They have 3 children under the age of 6, with 2 members that have asthma. The residents are my ********* family. I would never put their health at risk. That was one of the reasons I purchased the *** insurance, so that they would be protected. *** flat denied my claim and refused to put me in contact with a supervisor or reconsider the claim. I'm am so frustrated and need help!
Business Response
Date: 07/09/2024
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 14372400).

On June 25, 2024, the customer placed a claim stating that the A/C was not working and *** dispatched NextGen Heating and Cooling LLC. The technician reported that the compressor failed. Based on the information obtained it was determined that the air conditioner did not enter the policy in proper working order. Please refer to section Covered System and ***************** systems and components as specifically described herein as Included; under Your Plan and are in proper working order on the Coverage Period Start Date.

On 6/29/24, a claim determination letter was sent to the customer with the option to appeal and she did. Upon speaking with her Case Manager, the denial was upheld. Although *** did offer $200.00 towards repairs but the customer declined.

On 7/2/24, the customer spoke with a Retention Representative and requested to terminate coverage. *** offered the customer a downgrade on her policy to a one year, but she declined. As a result, the policy was cancelled per the customers request. A refund in the amount of $683.83 was issued back to the original method of payment on file as of 7/9/24.

HWA requests this matter be closed.

Thank you,
********************
Customer Answer
Date: 07/10/2024

Complaint: 21932041

I am rejecting this response because: *********** only refunded half of my money. I contacted them & was told they would mail me a check for the remainder, which I have not received yet. I am left with no coverage for my home! I read the policy the company provided and the online policy. It clearly states the items must be in working order. The air conditioner (**) in question was in good working order. My tenant has been living in the home for over 2 years and the ** worked great, no issues. The warranty company did not require a pre inspection. I actually just bought the home April 12, 2024 and all of the appliances, **. furnace. water heater, etc. were in good working order. When I called the company about the failed **, the representative/ customer service told me my claim had been rejected because it was not probable the unit failed just a few days after the 30 day waiting period. My son, his wife, & their 3 children all under the age of 6 live in the house. The temperatures in ****** are in the 80's up to 100 on some days. I would not have them living in a home that didn't have reliable and working appliances, **. furnace, etc.. They rented the home before I purchased it for over 2 years with no problems with the **. There is no stipulation in the warranty that says anything about "probabilities"! Nore was that stated by the sales rep I purchased the warranty from. This company is attempting to scam me! I would gladly give them their money back if they would honor their contract! I purchased the warranty in good faith and paid them what they required for the home to be protected.

Regards,

*************************
Business Response
Date: 07/22/2024
**********************,

HWA received a total of $777.00 from the customer towards her policy in two installments of $388.50 (5/20; 6/19). Therefore, a pro rata refund in the amount of $684.03 was issued back to the original method of payment on file ending #**** as follows: $388.50 on 7/3/24 and $295.53 on 7/9/24.

HWA requests this matter be closed.

Thank you,
********************
Initial Complaint
Date:07/01/2024
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.
I launched a claim online about my leaking water heater on 06/14, a technician from their approved vendor came and looked at the equipment on 06/18 and made the recommendation that it cannot be repaired but has to be replaced. To date, i have been take round in circles being told the equipment has been approved but when i talk to the vendor (technician), they tell me the delay is on HWA side in not providing the needed information. Its almost 3 weeks now, i have small children who have to contend with cold showers. I need my issue expedited or a confirmation that i can install my water heat and get a refund from HWA once i submit the paid receipts.
Business Response
Date: 07/02/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 14221659).
Our records indicate that the customer placed their claim for service on June 14, 2024. *** dispatched *********************** Plumbing to the customer's home to submit the diagnosis. Upon inspection, HWA approved replacement of the water heater including its respective labor to install and informed the customer of non-covered charges in the amount of $888 to account for the cost of modifications, which are excluded from coverage.
As per section G(7) of the User Agreement, "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."
The customer declined the non-covered charges, and it was explained that that the charges are to account for modifications to the system which are excluded from coverage. On June 22, the customer accepted the charges and therefore the order was placed with our supplier accordingly.
On June 25, the technician contacted us stating that additional labor will be required to install the new unit, although, to date, they have failed to provide pricing information.
Nonetheless, in goodwill and in lieu of awaiting the technician's pricing information, *** is pleased to offer the customer reimbursement up to $1,067 with a paid invoice, which represents ***'s authorized cost of replacing the water heater with labor, should the customer wish to proceed with having their own technician complete the repair.
The customer must confirm their acceptance by contacting me directly via email at *******************************************. All payments are subject to 30 days processing.
Thank you,
************
Consumer Advocate

Customer Answer
Date: 07/10/2024
[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. I have therefore paid for the water heater replacement and submitted the paid invoice for reimbursement.

Regards,

***************************
Initial Complaint
Date:07/01/2024
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.
Since May of 2022, issues seem to continue with my air conditioner every summer and every summer I call HWA (Home Warranty of America) to have a technician arrive at my address, do a temporary fix on the unit, I pay the $100 deductible and within a month, another mechanical issue seemingly appears and the cycle begins anew. I made a phone call to HWA once again and indicated to them that my unit wasn't circulating cold air around the house. The employee on the phone said a technician shall be out there to make repairs. June 1st, I met with the technician. The technician suggested I clear any plants or weeds surrounding and a new air filter.The next day I noticed my Air Conditioner not turning on. The first sign of trouble was the fan, located inside the unit, not turning like it was supposed to. I made ANOTHER call to HWA/Choice Warranty to have ANOTHER technician come out to repair it. June 7th, I related to this technician that I have 4 small children living in my house and I need air conditioning so theyre not suffering. The technician determined that the coil(s) were not functioning and he advised me he would put in an order. This takes 2 weeks to arrive. The technician made a suggestion to the company to replace my old unit with a new one. June 17th, I called for an update on the replacement unit. The employee had told me that I was approved for a replacement and an appointment would be made for the 20th. I met with the same technician. He advised me that they never told him about replacing the unit, he was told to just repair it he never got approval from HWA to have them the coils needed to repair shipped.With no response or direction from HWA, the technician was forced to leave and I still have no working air conditioner as a result. Im surviving on window units, these cannot cool a home for my children and I am very upset. I would like HWA to not only give me my money back but replace the unit as they promised.
Business Response
Date: 07/02/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 13834947).
Our records indicate that the customer placed their claim for service on May 20, 2024. *** dispatched ********** Services who reported that the filter requires replacement and that the plants around the condenser need to be cleared, in addition to having maintenance performed on the unit.
On June 3, the customer contacted us requesting additional service on the unit, however as the customer's policy was in inactive status due to non-payment of the monthly premium. As such, *** was unable to effectuate service on a non-active policy accordingly.
On June 6, the customer brought their account current and therefore a recall was placed in order to have the technician return to the customer's home for reinspection accordingly. Upon reinspection, the technician reported that the compressor is grounded. *** requested the technician provide additional information regarding the evaporator coil in order to complete claim evaluation, however they have been unresponsive to our requests.
As 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."
As per section 15, Limits of Liability of the User Agreement, "You understand and agree that We: (i) are not liable for the negligence,
omissions, or other conduct of the Authorized Repair Technician; and (ii) are not an insurer of the Authorized Repair Technicians performance."
As such, *** has returned the claim to dispatch for reassignment of the work order. Additionally, *** has waived the service call fee and therefore the customer will not be required to pay an additional service fee upon arrival by the newly assigned technician. The customer will be provided with scheduling details once a technician has accepted the work order.
Thank you,
************
Consumer Advocate
Initial Complaint
Date:07/01/2024
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.
My refrigerator will not hold the required cooling temperatures. My first claim to HWA was on June 20, 2023. The original cost of the refrigerator in June 2016 was $4069.07. There have been a total of three repair claims since June 2023 resulting in service fees of $300 to three different companies. The inconvenience and wasted time was and is unacceptable. The first two vendors proved to be incapable of diagnosing the issue from four home visits. The current offer from HWA of $986 in the form of a ****** Gift Card that will not cover the expense of a replacement or for the wasted service fees. Further, a ****** gift card is not acceptable. I do not shop at ****** for appliances. A Case Manager increased the offer to $1199 on 7-1-24 on the condition I accept the ****** gift card. She said I can receive a check for the original offer but not the increased offer quoting policy. I am looking for a reasonable revised replacement offer including considerations for the service fees and new method of remuneration.
Business Response
Date: 07/02/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 14300784).
Our records indicate that HWA approved replacement with a buyout in the amount of $986.
As per sections 9 and 14, Limits of Liability of the **** Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacements will be of similar or equivalent quality and efficiency to those being replaced...we are not responsible for upgrading
or matching dimensions, color or brand) 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."
The customer placed an appeal, and it was explained that *** offers cash back at Our cost, which may be less than retail. Further, HWA does not provide reimbursement of service fees as the service fee is required for each claim placed. Additionally, *** does not collect said fees.
As per section 3, **************** of the **** Agreement, "You must pay the Trade Call Fee for each Service Request in advance of any Services being scheduled. The Trade Call Fee applies to each Service Request dispatched and scheduled, including but not limited to those Service Requests wherein coverage is deemed excluded or denied under Your Contract."
Nonetheless, HWA increased the buyout from $986 to $1,199, which the customer accepted yesterday, July 1. At this time a check is currently processing, in lieu of the ****** eGift card. The check will be mailed to the customer within 30 days.
While we regret to hear of the customers frustrations, *** has abided by the policy terms and conditions and requests this matter be closed.
Thank you,
************
Consumer Advocate
Initial Complaint
Date:07/01/2024
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.
I had a dishwasher melt a piece in 2023. *** sent a tech out, and it was replaced. Less than a month later, the dishwasher melted it again. They sent a tech out, and it was replaced. The piece was melted again June 2024. I called, and they sent a tech. The tech stated that the electronics were causing the melting, so he tried to replace the melted pieces and the control board. The control board was approved, but the melted pieces weren't. I tried calling the number that was in the email to speak with my cases manager. It sent me to ***'s customer service. They could not direct me to case management. It took 3 separate calls to get a number for case management. When I called, I entered the extension. There was no known extension. I tried multiple random extensions trying to get in touch with someone. Nothing. I had to wait almost a week for them to contact me. I was then given a number for them, but no explanation on why they were falsifying contact information.The reason being that the pieces were "missing." I called and they stood their ground that they were missing, yet I had the melted pieces in my home. The case manager then backtracked to say it was "missing from machine." We resolved this by agreeing that if the tech changed the wording to "melted" and not "missing" it would be fixed. I did this. A few days later I call for an update. It is still being denied because now, melting is not "normal wear and tear." I agreed to that statement, but couldn't get the case manager to understand that it was a direct cause and effect from another piece's "wear and tear" that they are approving. I also let them know that they had already replaced two melted pieces previously. Case manager stated that policies have updated. I told her I never received policy updates. She then said well maybe it slipped past the authorization department because they wouldn't authorize that.
Business Response
Date: 07/08/2024
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dishwasher claim (no.: 1420656).

On June 16, 2024, the customer placed a claim stating that the dishwasher not cleaning and the arm was continuously melting. Additionally,that he tried fixing it himself and replaced the arm twice. *** dispatched ************** Services and based on the diagnosis received, HWA approved the control board for replacement. A repair appointment for the approved portion was scheduled for 7/6/24.

In addition, the spray arm and basket were missing from their placement on the system. These failures cannot occur under normal wear and tear conditions and will not be covered. Please refer to section Limits of Liability (6) of the user agreement, We are not responsible for consequential or secondary damages. This includes, but is not limited to, repair of conditions caused by any of the following: chemical or sedimentary build up,insect infestation, mold, mildew or bacterial manifestations, misuse or abuse,theft or vandalism, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, intentional acts, riot, lightning, mud,earthquake, soil movement or settlement, storms, accidents, pest damage, Force Majeure events (as defined below), failure due to excessive water pressure, or any other perils not considered loss or damage due to normal wear and tear.

On 6/21/24, a claim determination letter was sent to the customer with the option to appeal and he did. Although upon speaking with several Case Managers the claim determination remained as partially covered as the user agreement does not cover missing parts.

HWA requests this matter be closed.

Thank you,
********************
Customer Answer
Date: 07/17/2024

Complaint: 21925125

I am rejecting this response because:
The contracted worker who turned the "missing" pieces corrected the claim to "melted." I had fixed the arm twice before getting it approved for being fixed the first time through HWA, not to be confused with the melted pieces.

Regards,

***************
Business Response
Date: 07/22/2024
**********************,

Our technician reported that the control board failed and the debris basket on top of the bottom wand was missing. He also indicated the client informed him it was because the parts melted. Please be advised that the user agreement does not cover for missing parts. Furthermore, melted parts are not the result of normal wear and tear. Therefore, the claim determination will remain as partially covered (control board & labor).

HWA requests this matter be closed.

Thank you,
********************
Initial Complaint
Date:07/01/2024
Type:Sales and Advertising 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.
5/10/2024 and 6/17/2024 recent dates of filed claims The dates are for the last two claims I have filed with HWA The 5/10/24 claim - HWA scheduled a technician to come out and when I reached out to the technician they stated that *** was informed via email that they did not service the area. *** did not respond to my inquiry regarding sending another technician.I filed a second claim on 6/17/2024 and the response I have gotten - is that they are working diligently to schedule a technician and appreciate my patience. I signed with HWA on 2/26/2021 and have not had one claim resolved.
Business Response
Date: 07/08/2024
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system and air conditioner claims (no.: ********; 14235153).

Heating System (no.: ********)
Please accept our apology for the delay in resolving the customers heating system claim. However, the claim is currently closed and cannot be serviced.The customer will need to place a new heating system claim should she still be experiencing failures to the system. *** would like to offer the customer one free service call fee towards her policy to use towards the new claim. Please be advised that the service call fee must be added to the policy prior to the customer placing the new claim. Should the customer choose to accept please have her email ********************************************* to have the free service call fee added to her policy.

Air Conditioner (no.: 14235153)
On June 17, 2024, the customer placed a claim stating that the A/C was not turning on. *** dispatched the claim to our vendor network although due to high demand,we experienced delays.

On 7/3/24, *** offered the customer our reimbursement option. Our most recent records indicate that as of today (7/8), our reimbursement form was sent to the customer with instructions on how to move forward.

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

Upon receipt of her technicians diagnosis a claim determination will be issued in accordance with the terms and conditions of the user agreement.

Thank you,
********************
Customer Answer
Date: 07/08/2024

Complaint: 21924862

I am rejecting this response because:
Attempts to call were unsuccessful. Hired a contractor on my own and have requested cancellation of this warranty.

Regards,

*****************
Business Response
Date: 07/22/2024
**********************,

On 7/8/24, the customer spoke with a Retention Representative, confirmed she paid out of pocket $150.00 to complete repairs and requested to terminate coverage.Please refer to section **************** (2), We will not reimburse for any services performed without Our prior approval. Although *** offered to reimburse the customer what she paid, but she declined. Therefore, *** honored her request and the policy was cancelled. 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,
********************
Customer Answer
Date: 07/22/2024

Complaint: 21924862

I am rejecting this response because:
I was offered a reimbursement, but that was contingent on me not canceling the policy. So yes, in order to cancel the policy I declined the reimbursement.

Regards,

*****************
Business Response
Date: 07/23/2024
**********************,

The customer confirmed in her response that she declined the offer to be reimbursed out of pocket costs and cancelled her policy.

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, 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:07/01/2024
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.
They are suppose to find a technician to fix our ac unit. It is the middle of summer 90+ degree weather and they still will not find anyone. They keep saying they are trying but they will not do it. Please I am desperate we are severely over heating in the house and have no other options
Business Response
Date: 07/01/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 14432325).
Our records indicate that the customer placed their claim for service on June 27, 2024.
As per section 1, **************** of the **** Agreement, "Under normal circumstances, We will assign an Authorized Repair Technician within 48 hours from receipt of Your Service Request."
*** has since assigned the claim to Montell Heating and Air Conditioning with an appointment scheduled for today, July 1, between the hours of 3-8PM. As such, HWA will determine claim coverage upon receipt of the technician's diagnosis 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
Customer Answer
Date: 07/01/2024
[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:

even though the request was over 72 hours they did end up sending someone out.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

Tong Any

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