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:06/29/2024

  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.

  This company denied claims saying they were not normal wear and tear multiple times, takes an eternity to send someone out to repair issues, and then your out what you paid them, the cost of the policy, and what you have to pay someone you find to actually complete the repairs. Because of this, we chose not to renew with them. They have emailed me asking me to renew and I told them no. They have called my husband and he told them no. They ignored him when he said remove him from the call list. Then on 6/22 they sent me an email saying they signed me up for auto renewal, which I did not consent to. I went into my account and cancelled it. Today (6/29) they did it again. I just want them to leave my account alone and let it expire and to stop trying to charge me additional money.

  Business Response

  Date: 07/06/2024

  
  
  Home Warranty of America (HWA) apologizes for any
  frustrations the customer may be experiencing regarding their policy (no.: **********).
  
  As of 7/5/24, HWA received the customer’s preference not to auto-renew
  the policy and this information has been recorded. The current policy is set to
  expire on 7/7/24.
  
  Furthermore, we have added the customer’s information to our
  do not contact list. Please allow up to 30 days for this information to
  process.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer Answer

  Date: 07/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they are still contacting me via email trying to get me to renew. I'm afraid to unsubscribe because they also tried to put me in auto renew a third time on 7/5. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  ******* ****

  Business Response

  Date: 07/22/2024

  
  
  Our records indicate that the policy expired as of 7/7/24 and has
  not been renewed. We have also sent a secondary request to our Marketing
  Department to place the customer on our do not contact list. We have also
  removed the customer’s email from our database.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.
  

  Customer Answer

  Date: 07/22/2024

  [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 would caution others not to use this company as it is still very much a scam. 
  
  
  
  Regards,
  
  
  
  ******* ****

• Initial Complaint

  Date:06/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had HWA for a number of years. Early on in my experience with them, they usually did a good job fixing small claims. But that is no longer the case. Our dishwasher broke and I filed a claim in April. The service tech came out and diagnosed the problem and later came again to replace a part. The next day it didnt work again so he came out a third time and diagnosed another problem and said the part would be ordered. All of this took multiple weeks. When he never called about the part coming in, I inquired with the service tech and he informed me *** denied the claim. I called HWA and was given the run around. They blamed me for not updating them on the claim but I had called previously and was told to only contact the tech guy. They told me they could not reopen the claim and I needed to file a new claim and pay an additional $100 deductible. I spoke to 5 different people at *** and they elevated my claim to a special claims department. All I want is for the original technician to come and replace the part as promised in the contract. *** called back and said the original company had been notified. I called the technician company and they knew nothing about it. *** expects me to file a new claim and pay an additional hundred dollars without refunding my previous $100. And its all because they say they cannot reopen the original claim. Then one of their reps told me I needed to follow up with the technician to make sure he has properly filed all claims. Its ridiculous. And while their reps are polite, they act as if theyre helpless.

  Business Response

  Date: 07/01/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 13466550). 

  Our records indicate that the customer placed their claim for service on April 21, 2024.  HWA dispatched Appliance Guys Indianapolis, LLC to the customer's home to submit the diagnosis.

  On April 26, *** authorized replacement of the control board. As per section 5, **************** of the *************** *** Services provided under this Contract should fail, We will provide for the necessary repairs without an additional Trade Call Fee for a period of 30 days on parts and 30 days on labor from the date the Services were materially complete." 

  After repairs were authorized, there were no further requests for service received from the customer, nor any additional updates from the technician until June 11 when they reported that the drain pump failed and requires replacement, which HWA approved. Although, as repairs were never completed, a new claim was required. 

  As per section 15, Limits of Liability of the Use Agreement, "You understand and agree that We: (i) are not liable for the negligence,
  omissions, or other conduct of the Authorized Repair Technician." 

  Our most recent records indicate that the claim was assigned to ***** Appliances with an appointment which was scheduled on June 29.  At this time, *** is pending receipt of the technician's diagnosis in order to complete claim evaluation. 

  Nonetheless, in goodwill, *** is pleased to offer the customer reimbursement in the amount of $100 to account for the service fee paid to The Appliance Guys.  Should the customer wish to accept, they may contact me directly via email at ******************************************** All payments are subject to 30 days processing. 

  Thank you,

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

   

   

• Initial Complaint

  Date:06/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our oven door would not shut shortly after purchase of the home. We contacted HWA to repair. First repair tech said he couldnt find the part but adjusted the door to work. Later that day the door wasnt shutting again. We called him back he found a hinge and came back out to repair. $75 for service call It worked for about 2 months and then wouldnt close/seal again. Since it was past 30 days another call was scheduled and another $75 paid for the same issue. Repair guy comes out and says the first guy installed the wrong hinges and they no longer make them that we would need a new oven. *** denied the claim saying the issue was due to excessive weight on the door due to improper use. I explained to them their repair man they sent installed the wrong hinges as the second repair man stated and it was not due to my negligence. They said we understand but you need to take it up with the contracted company to get it fixed or replaced. What is that??? Why do I have to call a company they contracted to get the replacement of my oven or repair when they are the warranty company I paid for to ensure I would have support if an issues arose? Why am I being denied for misuse if it the service rep said it was not due to my negligence but the repair persons, their repair person. I asked to see if I could at least get my money back for the service calls if $150 and the rest of my 4 months remaining and was again denied. I am beyond frustrated. Not to mention how many times we had to contact them to get service, call backs, and how many times my call backs were canceled. I asked for a supervisor numerous times and there was never anyone to speak with me and was told I would get a call back with no follow through.I will make sure everyone I know knows what a horrible company *** is as I do not wish their service on my worse enemy. Side note our fridge went out as well, called in to get help and the guy told us to submit online took 2 months for service only to be denied again

  Business Response

  Date: 07/06/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their oven stove cooktop claim (no.: 14025885).
  
  On June 3, 2024, the customer placed a claim stating that the oven door would not stay closed and HWA dispatched ************** Specialist. Based on the diagnosis received it was determined that excessive weight was placed on the door, resulting in damage to the hinges. This physical damage is not due to normal wear and tear.
  
  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 6/11/24, a claim determination letter was sent to the customer with the option to appeal and she did. Although upon speaking with her Case Manager the denial was upheld.
  
  As for the customer concerns regarding a previous technician,please refer to section Limits of Liability (15) 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.
  
  Regarding the service call fees paid, please refer to customer Service (3), 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.
  

  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 07/06/2024

  
  Complaint: 21919182
  
  I am rejecting this response because: the excess weight that the tech said is what caused it is due to the improper hinge installed by the previous tech you sent, not due to our misuse of the oven or anything we did. In fact the first tech that came to repair said the hinges couldn't be ordered anymore but then he asked a supervisor who found some hinges which we assumed were the correct ones. It worked for about 2 months. I feel like *** should take some responsibility in this matter at minimum give us our money back for the tech visits. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 07/22/2024

  **********************,
  
  We apologize that the customer is still dissatisfied. However, the customer has not provided any supporting documentation to support her position.Furthermore, our technician reported that heavy weight was placed on the door which affected the hinges. Therefore, as the user agreement does not cover consequential/secondary damages or misuse/abuse, the claim determination will stand (LOL 6).
  
  As for the customers request to be refunded the service call fees, we are unable to honor such. Please refer to section **************** ******* 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.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************
  

• Initial Complaint

  Date:06/28/2024

  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 needed a repair done to my AC as there was an electrical surge and it caused my central air to stop working. I raised a claim on 6/13, had a technician come out 5 days later during one of the hottest weeks in my city and they replaced the wire but it had apparently affected my blower motor and control board which needed to be replaced. Home Warranty of America denied to cover my claim citing "consequential damages" and not normal wear/tear. The cord and the vent system is old so I disputed this in that it was related to normal wear/tear and the technician had advised that due to how old the vent system is, it caused the electrical surge to occur as there is no voltage protection that usually comes with newer systems. I wanted to cancel my policy and spoke with a Resolutions manager who offered me a credit. She advised that I should speak with a claim manager first in case they could offer me more or the entire amount. When I connected with a dispute manager, after 5 unanswered emails, the woman that I spoke with ********, was extremely rude and dismissive and hung up on me. I followed up and spoke to ****** who said the *** he could offer was $225 which was only a portion of the $800 bill. I agreed and followed up on 6/27 to pay my bill (I was withholding payment until I made a decision) and confirm the credit in which I was told that it would automatically be sent to the contractor and they would follow up to schedule. I have been given the run around trying to connect with a resolution manager because the contractor called me on 6/28 and told me that someone had called him to tell him he would receive the credit to start the work but he still has not received it. Now I am being told it still has to be "approved" which is contrary to what both myself and the contractor were told. Me staying with the company and paying my bill was contingent upon the approval. They scammed me into paying my monthly payment and have not authorized the credit as promised.

  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. 240186018). 

  Our records indicate that the customer placed their claim for service on June 13, 2024. *** dispatched Lis Heating and Cooling, LLC to the customer's home to submit the diagnosis. Upon inspection, the technician reported, "Found hot wire burnt and grounded. Found control board and blower motor burnt."  The technician also listed the cause of failure as "surge". 

  *** issued the claim determination stating, "Based on the information provided to us by you and the Service Provider(s) assigned to your claim, it has been determined that due to a recent electrical surge, the wiring, the control board, and the blower motor have shorted out and have failed and are now in need of replacement. Please refer to section Limits of 6 of your policy. Your policy has the following exclusion, 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...or any other perils not considered loss or damage due to normal wear and tear." 

  The customer appealed claim outcome and in goodwill, *** offered to apply $225 towards the repair cost with the customer liable for the repair cost balance, which the customer accepted.  The technician was provided with authorization on June 28, and therefore they will contact the customer to schedule repair completion.  The technician may also be reached directly 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:06/27/2024

  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 have a plan with Hwa I pay ***** a month my hot water heater went in May they sent someone out the couldn't fix it they said need a new.heaterthe people they hired said they would come put it in 6/22/24 they didn't show or call I called left message never called me I call Hwa they email them they said they be out 6/27/24 never showed up I'm just. Getting the run around between Hwa and the people they hired it's July and I'm still trying to get hot water and they still taking my money monthly I don't know what to do please help

  Business Response

  Date: 06/28/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 13691931). 

  Our most recent records indicate that on June 18, 2024, 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 $300 to account for the cost of modifications, which are excluded from coverage. 

  As per section 7(J) of the User Agreement, "We are not liable for repairs related to costs of construction, carpentry, or other incidental
  costs associated with the alterations, modifications, or upgrades of all appliances, components, or installation of different equipment and/or systems. Also, unless the optional coverage for such is purchased, 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 and/or
  part including but not limited to SEER standard, R-410A and/or 7.7 HSPF equipment or higher compliant as well as any other efficiency mandated by federal, state, or local governments." 

  On June 19, the customer accepted the non-covered charges and therefore the equipment order was placed with our supplier accordingly. 

  Our records indicate that the customer had an appointment scheduled for yesterday, June 27 to complete installation of the new unit. However, the technician indicated, "We were there today, on one was home we will go back 6/28/24." 

  As per section 7(B) of the User Agreement, "We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs." 

  As such, the technician is scheduled to return to the customer's home today to complete installation. 

  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: 06/29/2024

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

• Initial Complaint

  Date:06/27/2024

  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.

  Home Warranty of America sold a home warranty to the seller of my condo to cover all major appliances including a dryer. The cost was $645. HWA fine print says that they charge a $100 service fee and have a spending limit of $5,000 per person. My dryer broke as soon as I moved in. The inspection report states that it was working. My claim for the dryer was denied due to pre existing conditions. There are no guidelines printed on WHEN is acceptable to have your appliances break.They are providing warranties and then refusing to cover the appliances when they break. Furthermore, they are making it difficult for me to contact them by ignoring chat messages and emails and never being available when I call. When I call the right person is never available and can't help.

  Business Response

  Date: 07/02/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dryer claim (no.:14177616).
  
  Our most recent records indicate that on 6/27/24, the customer spoke with a Case Manager. In lieu of the claim denial, HWA offered to cover $100.00 towards repairs. The customer stated that she would prefer to purchase a new dryer. Therefore, *** agreed to reimburse the customer in the amount of $100.00 upon proof of purchase.
  
  On 7/1/24, *** received a Lowes Receipt dated 6/29/24 for the purchase of a 6.2 cu. ft. Reversible Side ************** Dryer, including haul away, installation, installation kit and adjustable clamp in the amount of $645.69.Therefore, *** will mail the customer a check in the amount of $100.00 as agreed.Payment is subject to 30 days processing.
  
  CHW requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 07/02/2024

  
  Complaint: 21909514
  
  I am rejecting this response because I don't understand why the full repair wasn't covered in the first place. They stated "pre existing conditions" and said the date of it breaking was the issue. Basically the dryer broke too close to the contract start date and they are giving themselves an out from covering the full repair, or providing reasonable funds toward a new dryer.

  Because *** said I would have to cover $172 toward the repair AND accept that any further breakage would not be covered, I opted to buy a new dryer. I am grateful that the $100 can go toward that, but feel the amount should be higher.

  What is the correct date for appliances to break?  

  Please note that I was not the purchaser of the warranty, it was included in a home sale. I'm not sure what information was provided to the purchaser, and only have the online info as well as what was given to me at the home close. *** actively markets this product to home sellers, and should be putting out correct product information to both sellers and buyers who assume the contract. 

  The dryer, which is older, worked at the time of inspection and also worked on the day we moved in. Unfortunately, soon after it stopped working. 

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

  Business Response

  Date: 07/22/2024

  **********************,
  
  We apologize that the customer is still dissatisfied. However, in lieu of the claim denial HWA agreed to issue the customer $100.00 as a gesture of goodwill towards a new dryer. The customer accepted and submitted proof of purchase on 7/8/24. Therefore, a check in the amount of $100.00 will be mailed to the customer. Please allow up to 30 days for processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************
  

• Initial Complaint

  Date:06/26/2024

  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.

  Hi, I in good faith got a home warranty from home warranty of America. My built in microwave broke on May 4 of this year and I called them to replace it. they sent a technician over who was here for about 5 minutes. He ordered a part and when he came to install it, he said it wouldn't work and the motherboard was broken. After many phone calls, emails and a lot of aggravation the company sent the same tech over to give them a report. not surprisingly he never showed. he said the work was done, it was not. *** denied my claim. I finally got a case manager and after a week of more aggravating phone calls she said all she could do was send me $191 gift card to Lowes to cover a new microwave. I told her that was not acceptable I think the company is a scam. A new built in microwave costs more and I would have to have someone install it. I would have been better keeping my $715 and just buying a new one. Have other people complained about this company? Please help me, this is going on almost 8 weeks.

  Business Response

  Date: 06/27/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the microwave claim (claim no. 13649148). 

  Our records indicate that HWA approved replacement with a buyout in the amount of $191. 

  Per sections 9 and 14, Limits of Liability of the User 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. Additionally, *** does not account for brand and therefore the buyout was not increased in accordance with the terms of the contract. 

  Nonetheless, in goodwill, *** is pleased to offer the customer a buyout increase from $191 to $249 as a final offer.  Should the customer wish to accept, 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 the goodwill increase 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 
  

  Customer Answer

  Date: 08/14/2024

  Hi , I was informed that I needed to reach out to you. Can you please let *** know I have accepted the offer of $249 to replace the microwave. And they mentioned that they will send a check, that would be wonderful.  Thank you
  
  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,
  
  *********************

  Customer Answer

  Date: 09/23/2024

  
  Complaint: 21907868
  
  I am rejecting this response because:

  Hi I know this matter should be over but I still have not received the money from HWA.   Is there anything you can do?

   

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

  Business Response

  Date: 09/24/2024

  ********* *., 

  HWA is sorry to hear of the customer's continued frustrations; however, our prior response indicated that if the customer would like to move forward with accepting the increased offer, that they must confirm their acceptance by emailing *******************************************************************************.  

  Nonetheless, *** has authorized payment in the amount of $249 as resolution to this matter.  A check will be mailed to the following mailing address within 30 days: *** *******, ********************************************************************************** 

  HWA requests this matter be closed. 

  Thank you,

  **** *.
  Consumer Advocate 

  Customer Answer

  Date: 09/24/2024

  Hi I would very much like to close this matter. It been since the beginning of May and is still not resolved. I will accept the offer of $249 to be done with this.  Thank you
  
  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:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint date of services 2023-24
  I sold my house and canceled my home warranty membership over a year ago. I have been charged up until I had to pay 3 times now for a bank hold to stop payment from them because they keep trying to take out a monthly bill and claim they can't refund it even though I canceled over a year ago. I've canceled through every department and even spoke to managers and still being billed.

  Business Response

  Date: 06/27/2024

   

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

  Our records indicate that the customer contacted us on
  February 28, 2023, to request policy cancellation. To retain the active policy,
  in goodwill, HWA offered to waive March's premium, which the customer accepted.

  On May 8, 2023, the customer contacted us and requested the
  policy be cancelled as the home was sold. 
  However, due to system error, the policy remained active.  Our records indicate the cancellation was
  processed on December 5, 2023, and no additional premiums have been debited
  from the customer's card since cancellation accordingly.

  Our records further show that the HWA refunded the customer
  for the months of June, July, August, September, October, November, and
  December of 2023 in the amount of $737.59 ($105.37 x 7 months) due to the customer placing stop payments with their bank. As such, each payment was refunded to the customer accordingly. 

  Thank you,

  Lori J.
  Consumer Advocate 
  
  

  
  

  Customer Answer

  Date: 07/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I never received any refunds, as my bank can verify. My bank has had to stop payment due to the company trying to pull out funds amd telling me I'm late. Attachments from them are included 
  
  
  
  
  
  Regards,
  
  
  
  ******* *****

  Business Response

  Date: 07/19/2024

   

  HWA is sorry to hear of the customer’s continued
  frustrations; however, the customer confirms that stop payments were placed
  with their bank therefore they were automatically refunded for any premiums
  that were attempted for the months of June through December 2023.
  
  Further, our records indicate that HWA has not received a
  cleared payment since May 3, 2023. 
  Therefore, if the customer is claiming that that they were debited and the
  stop payments were unsuccessful, then they may provide confirmation that each
  payment cleared with their bank accordingly.
  
  The customer may provide the documentation to me via
  email at ******@******************.com.  

  Thank you,

  Lori J.
  Consumer Advocate 

  Customer Answer

  Date: 07/20/2024

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

• Initial Complaint

  Date:06/25/2024

  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 a real estate agent and I purchased the home warranty for my client to protect against the unknowns advertised on their website. There was an issue with the hot water heater and the claim with the home warranty company was denied after the client paid $100 service charge and I cannot get a hold of my representative at home warranties of America. I have called multiple times emails and text messages and no response.

  Business Response

  Date: 06/27/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim. 

  However, the complainant is not the policyholder. As such, *** is unable to address or provide confidential policy and/or claim information accordingly. 

  HWA requests this matter be closed. 

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:06/24/2024

  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.

  We put in 3 service claims with Home Warranty of America for our kitchen refrigerator. The first 2 service representatives attempted to repair the refrigerator. They replaced water hoses, the circuit board, and temperature controls. The refrigerator continued to overheat, not keeping our food at a safe temperature. The third service representative said that the fridge was unrepairable. He sent this information to HWA. Since we were told that it was unrepairable, we contacted *** and they said a replacement appraisal would be emailed to us. HWA the proceeded to schedule another service technician to attempt to repair the unrepairable fridge and refuses to issue a check for its replacement or issue a refund for our contract with HWA. Their policy states that if an appliance is non-repairable, they will replace it. The manager refused to confirm the companys policy with a yes/no and hung up on my husband during their conversation. Extremely frustrated and disappointed with *** and their customer service. We are still waiting out our check for the replacement that we had to go and purchase ourselves.

  Business Response

  Date: 06/26/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 13975329). 

  Our records indicate that the customer placed their claim for service on May 30, 2024.  *** dispatched ********** Services to the customer's home to submit the diagnosis. Upon inspection, *** requested the technician provide additional information on the failed component, in addition to part numbers and pricing in order to complete claim evaluation. 

  However, as they were unable to provide this information, *** reassigned the claim to Clover Concepts, LLC with an appointment scheduled for July 2 to submit their findings.  

  As per section 15, Limits of Liability of the **** 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." 

  HWA has no record of advising the customer that the claim would be approved for replacement as additional information was needed from the technician in order to move forward. Hence, the claim was reassigned as the technician failed to provide this information to us. 

  Furthermore, HWA does not provide reimbursement for unauthorized services. As per section 2, **************** of the **** Agreement, "We will not reimburse for any services performed without Our prior approval." 

  Moreover, in the event that HWA approves replacement, the customer would have been provided with written documentation of the approval accordingly. As such, the customer's request for reimbursement has been denied in accordance with the terms of the 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