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

1,478 total complaints in the last 3 years.
316 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:06/24/2024
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.
11 months ago, I had a hot water heater go out. *** replaced it, and I paid the out of pocket. 2 weeks ago it went out again. Having had previous long-delays with HWA, I called my own plumber and was going to pay the repair directly so my family could shower. The plumber alerted me that the water heater the previous plumber installed was for a *********** system and I'm on propane. Not only did this likely cause pre-mature burnout of the unit, but it is a fire hazard and could have caused MUCH larger damage. Not only that, the previous plumber didn't even install the unit to code with an expansion tank or sediment trap on the propare line. *** is quoting me 1430 in out of pocket costs for things that I should not be liable for due to their sub-contractors GROSS negligence in installing the unit in my home. I've been assigned a case manager, who won't reply and is not taking appointments til lthe end of the week (family without hot water for 2 weeks now). I'm given a phone number from customer support that doesn't work, even though the case manager said "call me directly to discuss the issue". I'm getting the run-around, and this is definitely on-par for Choice / HWA. Every claim sends customers down a rabbit hole of hoops and quests that must be completed until the claim is denied, or the customer gets so frustrated with the process, they just give up. The process is so frustrating and cumbersome, I can't see any value even when things work under ideal conditions.Choice / *** put my family and home in extreme harm by not ensuring their sub-contractors performed the work to code. Their gross negligence in managing their sub-contractors has cost me out of pocket losses, significant time loss, and quality of life issues not having hot water for more than 2 weeks.
Business Response
Date: 06/25/2024
April V.,
Our records indicate that the customer is policyholder under ******************** (HWA). As such, we request that the complaint be moved to the proper HWA BBB portal accordingly.
Thank you,
************
Consumer Advocate
Customer Answer
Date: 06/25/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*********************
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 (claim no. 14226615).
Our records indicate that the customer placed their claim for service on June 15, 2024. HWA dispatched Raytech Plumbing, LLC to the customer's home to submit the diagnosis. Upon inspection, the technician reported that a natural gas water heater was installed in lieu of a propane unit.
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 $1,428.68 to account for the cost of disposal, modifications and/or upgrades necessitated by replacement.
Per section 7(J) 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 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."
Per section 7(N) of the User Agreement, "We are not responsible for removal and hauling away of old equipment or appliances. Where
available, You may choose to pay an additional fee to the service vendor for removal and/or disposal of an old system, component, or appliance."
Please find a breakdown of the non-covered charges below:
Water Line Connections - $100
Gas Line Connections - $100
Venting Connections - $160
New sediment trap-$180
Drain Pan - $180
Expansion Tank and support brackets-$275
Disposal Fee - $100
24-in Smitty pan- $27
Expansion tank- $54
Drip leg kit- $19.68
Expansion tank bracket- $57
Hot and cold-water heater flex lines- $39
Two ********* mail adapters- $17
Two ********* female adapters- $20
10 ft of 1 in PVC pipe- $21
10 ft of 3/4 in l type copper pipe- $71
Total Non-Covered Charges: $1,428.68
The customer declined the non-covered charges stating that the unit should be covered in full as the water heater requires replacement due to the negligence of service provider. It was explained that *** is not liable for any damages or negligence caused on behalf of our contracted service providers as they are independent licensed and insured contractors and not employees of HWA. Further, the prior water heater was installed on or about July 24, 2023, and the contract warranties repairs for thirty (30) days from repair completion.
Per section A(5) of the User Agreement, "We are not an authorized repair technician and will not actually be performing the repair or replacement of any systems or components."
Per section B(2) of the User Agreement, "Authorized Repair Technician means the service contractor that We assign in response to Your request for ******* (******* Request)."
Per section 3(F) of the User ************** *******s 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 *******s were materially complete."

Per section 7(H) of the User Agreement, "We are not liable for indirect, consequential, or economic damages for loss or damages to any person or property arising from the loss of use of the inability to use the equipment to the extent such may be disclaimed by law and you expressly waive the right to all such damages."
As such, the customer is required to direct their complaint to the service provider in accordance with the terms of 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: 06/27/2024
[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:06/24/2024
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.
11 months ago, I had a hot water heater go out. *** replaced it, and I paid the out of pocket. 2 weeks ago it went out again. Having had previous long-delays with HWA, I called my own plumber and was going to pay the repair directly so my family could shower. The plumber alerted me that the water heater the previous plumber installed was for a *********** system and I'm on propane. Not only did this likely cause pre-mature burnout of the unit, but it is a fire hazard and could have caused MUCH larger damage. Not only that, the previous plumber didn't even install the unit to code with an expansion tank or sediment trap on the propare line. *** is quoting me 1430 in out of pocket costs for things that I should not be liable for due to their sub-contractors GROSS negligence in installing the unit in my home. I've been assigned a case manager, who won't reply and is not taking appointments til lthe end of the week (family without hot water for 2 weeks now). I'm given a phone number from customer support that doesn't work, even though the case manager said "call me directly to discuss the issue". I'm getting the run-around, and this is definitely on-par for Choice / HWA. Every claim sends customers down a rabbit hole of hoops and quests that must be completed until the claim is denied, or the customer gets so frustrated with the process, they just give up. The process is so frustrating and cumbersome, I can't see any value even when things work under ideal conditions.*** put my home and family at grave risk due to gross negligence of net vetting or verifying THEIR OWN sub-contractors used for installation.
Business Response
Date: 06/27/2024
**********************,

Please be advised that this is a duplicate matter regarding BBB complaint no.: ********. *** responded to this matter today (6/27) and the complaint is currently pending. Therefore, *** requests this duplicate complaint be closed.

Thank you,
********************
Initial Complaint
Date:06/23/2024
Type:Billing 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.
Roughly 2.5 years ago I had hired this company for a year long contract for a home warranty. They denied all of my claims so I did not renew the contract after a year when it expired. Roughly two years has passed and April of this year they charged $87.23 to my credit card. May they charged $87.23 and June they charged $87.23 without my consent. I just noticed on my latest credit card statement they randomly started billing me, for what I have no idea. I disputed the three charges with my credit card company this morning so I haven't heard back from them yet. Home Warranty of America did a terrible job the first and only time I hired them, I would never hire them again or recommend them to anyone and I defiantly did not approve these three fraudulent charges. I don't know how to even communicate with them to tell them to stop charging my card, I don't have an account number to give them to cancel any account they made for me without my consent. I want Home Warranty of America to fully refund my $261.69 they have stolen from me and never charge my card again. They seem to withdrawn without my consent on the 30th of each month which is coming up soon. They do not have permission to withdraw money on the 30th of this month or ever again.
Business Response
Date: 06/25/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the policy renewal (policy no. IL03-SA01957024).
Our records indicate that HWA corresponded with the customer on March 17, March 24, and March 30, 2024, informing of policy expiration and autorenewal. As per section H(2) of the User Agreement,"Unless you cancel this agreement, you will be automatically renewed to a monthly plan at the end of your agreement term at your current coverage level."

The customer did not record their preference to cancel upon expiration and therefore the policy renewed at the auto renewal rate of $87.23 accordingly.
Nonetheless, HWA has processed a cancellation of the policy and have authorized a refund in the amount of $261.69 ($87.23 x 3 months) to account for the renewal term. The refund will be credited the customer's card ending in 2217 within 7-10 business 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:06/23/2024
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.
In April 2024 I signed up with hwoa and my cof**tors took effect may 30 2024 on June 7 lcalled the warranty co and said there is something wrong with my ** they sent out there tec and he said the coil needs to be repl**ed due to wear an tear they sent the report to the warranty co and in 3days they stated they would not pay due to prexisting conditions cause it wears out over time I had my ** unit and everything else checked out with a license to 1 month prior to this I filed an appeal but nobody got b**k to me if it’s prexising condition that means everything in my has is that’s why you take out the warranty I asked on my appeal to pay me half when I put it in but nobody got b**k to me they didn’t pay cause
I just started with them looking for at least half I payed 3100
Business Response
Date: 06/27/2024

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

On June 7, 2024, the customer pl**ed a claim stating that
the A/C was not responding to the thermostat and HWA dispatched *** **** ** &
******* LLC. Based on the diagnosis received it was determined that the
evaporator coil was leaking and needs to be replaced. Based on the information
obtained, this unit did not enter the policy in proper working order and is not
working properly due to pre-existing conditions. Please refer to section B.
Definitions (10) of the user agreement, “Covered Systems and Components” means
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 6/12/24, a claim determination letter was sent to the customer
with the option to appeal and he did. Although our records indicate that the customer
did not speak with his assigned Case Manager. Furthermore, as the unit did not
enter the policy in proper working order and failed as a result of pre-existing
conditions, the claim determination will stand.
Regarding the customer’s request for reimbursement, we are
unable to honor such. Please refer to section III. Service Calls (D), “We will
not reimburse for any services performed without Our prior approval.”
Therefore, there is no reimbursement due to the customer at this time.

HWA requests this matter be closed.

Thank you,
Michelle C.
Customer Answer
Date: 07/18/2024

Complaint: ********

I am rejecting this response because:

I don’t think this correct but I will end this dispute if I can get out of my contract with no penalty full refund of 550 what i paid it cost them nothing

Regards,

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

HWA is pleased to honor the customer’s request. Therefore, the
policy (no.: *********) has been cancelled. Confirmation of such was also
emailed to the customer today (7/22). Therefore, a full refund in the amount of
$550.00 will be issued back to the original method of payment on file per the
customer’s request. Payment is subject to 30 days processing.

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 **ceptance 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 satisf**tory to me.

Regards,

****** ******
Initial Complaint
Date:06/21/2024
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 been in contact with Home Warranty of America (HWA) about a faulty AC unit since 2024-06-01 22:59:50. I have had multiple issues with getting an appropriate technician out to me, actually one still has not been here physically. After sending the tech numerous photos of my condenser and fan, and from a previous trip out here, the tech submitted my condenser and fan for full replacement. I received an update that my claim was approved for full replacement of both the condenser and fan. Per my "diamond" contract I pay a $100 deductible and then everything is covered at 100% that is listed in the plan, my plan includes the central air and all components. *** came back telling me I would need to pay the following: "HWA will be supplying Evaporator Coils as part of your warranty agreement. As a valued customer, HWA will be purchasing on your behalf Condenser to save you from paying retail rates. The cost to you for Condenser is $1497.75.Please enter your credit card information below for Claim #********, Air Conditioning, to purchase the Condenser, which is not covered by your warranty agreement. Please note, equipment cannot be ordered until you authorize this one time charge below. With this replacement, there will be some non-covered costs. Please note we have negotiated a flat rate for all non-covered costs with our technicians. Non-covered items can include modifications needed such as duct, copper, drain, or electric to support your new equipment. You will also be responsible for the additional cost of labor required for the installation of Condenser. On the day of service, you will pay the technician directly the amount for labor and non-covered costs: $950."This was all junk fees buried in the contract that I was not aware of. Told them of this and the ** junk fee laws and how this was unacceptable and I am requesting full replacement as per my contact on the website. I have now been ghosted. Please help
Business Response
Date: 06/21/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 14015067).
Our records indicate that the customer placed their claim for service on June 1, 2024. HWA dispatched Kyrios Heating & Air to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the indoor evaporator coil is leaking.
On June 11, *** approved replacement of the evaporator coil including its respective labor to install and informed the customer of non-covered charges in the amount of $1,497.75 to account for the cost of the upgraded condensing unit, which must be upgraded for compatibility with the new coil, in addition to non-covered charges in the amount of $950 to account for the cost of system upgrades necessitated by replacement.
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."
As such, HWA will effectuate replacement upon the customer's acceptance of the non-covered charges 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: 06/21/2024

Complaint: 21881128

I am rejecting this response because:
These hidden terms and conditions are not directly brought fourth to the consumer and would be considered junk and or hidden fees as part of MN HF3438. I request and demand full replacement of the central air units as per my contract at the set deductible rate of $100. This has gone on long enough and the fact that the BBB had to get involved to get a response is unacceptable. If this is something that *** is not willing to do than I request FULL refund of all dues paid to date.

Regards,

*************************
Business Response
Date: 06/27/2024
**********************,
*** is sorry to hear of the customers continued frustrations.
It should be noted that the customer has been a policyholder since November 22, 2021, and therefore had full access to the terms and conditions of their contract since policy purchase. Additionally, the customer placed their claim for service via their account portal wherein the contract is readily accessible.
Further, payment of the service call fee is required for each claim placed regardless of claim outcome.
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.
With respect to the customers request for a full refund,the customer is not entitled to a full refund of the paid policy premiums upon request for policy cancellation as they are monthly policyholders and did not pre-pay for term coverage.
As per the Cancellation clause of the **** Agreement, 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
Nonetheless, as a goodwill gesture and in lieu of accepting the non-covered charges, *** is pleased to offer the customer reimbursement in the amount of $431 with a paid invoice, which represents **** authorized cost of replacing the evaporator coil with labor, should the customer wish to have the repairs completed by their own technician. Should the customer wish to accept, they may contact me directly via email at ******************************************** All payments are subject to 30 days processing.
Alternatively, should the customer wish to decline and continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in the contract.
Thank you,
************
Consumer Advocate
Customer Answer
Date: 06/28/2024

Complaint: 21881128

I am rejecting this response because:

******** complete replacement of the ac condenser and fan as per the technician request. The coolant in the system is most than the condenser and no longer environmentally responsible. The passing of the mm house bill holds companys responsible for holding customers to the small print that is impossible to read and or understand. The only acceptable solution in this case is to replace the condenser and fan in their entirety. I will in good faith pay up to $500 for the replacement of both units but no more.

Regards,

*************************
Business Response
Date: 07/01/2024
**********************,
HWA has provided coverage for the cost of replacing the failed evaporator coil including its respective labor to install. Therefore, the customer is responsible for the cost of replacing the upgraded condensing unit, which must be upgraded for compatibility, in addition to the cost of system 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."
As a gesture of goodwill and in lieu of accepting the non-covered charges, *** offered the customer reimbursement in the amount of $431 with a paid invoice, our authorized cost for replacement of the evaporator coil with labor, should they wish to have the repairs completed by their own technician, which they declined.
At this time the customer has two options; they may either accept the non-covered charges and HWA will effectuate replacement of the system or they may proceed with having their own technician complete the repairs and *** will provide reimbursement of $431 with a paid invoice.
There is no further action HWA will take.
If the customer wishes to continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in their contract.
Thank you,
************
Consumer Advocate
Customer Answer
Date: 07/09/2024

Complaint: 21881128

I am rejecting this response because:

This is rejected again as full coverage is in order. I am not a legal expert and consumers are not required to be to understand the contract language written by attorneys. As a consumer I am not an expert on knowing what is compatible and what is not, thus leaving me with SUPRISE FEES outside of the $100 deductible. Being that this issue falls under the new HF 3438, that is now law, if the BBB is not willing to step in, this will be referred to the office of the attorney general in ***
Regards,

*************************
Initial Complaint
Date:06/20/2024
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.
Filing a formal complaint against Home Warranty of America regarding the fraud they are involved with and the fraudulent contractors they hire. Opened a claim on 5/11/24 and the contractor that finally came after 2 weeks, charged me $200 to get the work started and order. He is now not responding to any texts or call. Also escalated with customer service and the only solution they have given is a appointment call with the case managers. After the 1st call explaining the situation with the case managers they have not been responding to any of the appointments that i make for a call. They all are just scammers.
Business Response
Date: 06/26/2024
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their sump pump claim (no.: 13726884).

On May 11, 2024, the customer placed a claim stating that one of the sump pumps stopped working and *** dispatched PMG Servicom Solutions LLC. Based on the diagnosis received, it was determined that (1) pump failed and is approved for replacement. Additionally,modifications are required to complete the approved repair. Modifications are excluded from coverage. Lastly, the second pump requires replacement. Coverage applies to the primary pump only.

Please refer to section Home Owner (1) of the user agreement, We list examples of components not covered; to assist Your understanding of this Contract. The examples of not covered;components are not exhaustive. The system/item is not covered under your contract.

On 6/18/24, the customer informed *** that the technician rescheduled multiple times and still had not completed repairs to date. Therefore, *** reached out to the technician but to no avail.

On 6/20/24, the customer spoke with a Retention Representative and requested to terminate coverage. *** offered the customer our full costs for repairs in the amount of $275.00 and the customer accepted. Funds will be mailed in the form of a check and are subject to 30 days processing.

HWA requests this matter be closed.

Thank you,
********************
Initial Complaint
Date:06/20/2024
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.
In February of 2024 water heater claim was filed. After calling HWA multiple times, they couldnt find a repair person, and I had the option to find one on my own. I was unable to find anyone who would work with a home warranty company. I contacted HWA to find a technician. I followed up multiple times over the next several months, they assured me theyre still searching for a tech. May 2024 - The representative on the phone suggested to try and schedule an outside tech, and I would receive a link via email for the tech to complete within 24 hours. This email was needed to be filled out by a tech to determine the amount of money I could be reimbursed, and what would be covered.I scheduled a plumber to arrive 24 hours after the phone call, to ensure I would have the link. The email was not delivered for over a week. The company I called out (who I paid $100 for the diagnosis) cannot complete the link as it was not available at time of diagnosis. I was told multiple times over the phone the tech HAD to fill out the form. I spoke with a rep at HWA last week, and was instructed to fill out the form myself, but they couldnt sit on the phone all day to help - the form was expired, and the rep had to unlock it, as its been open too long (4 months). The claims ***** contacted me stating they need more info to accept the claim, but are unable to reach the technician. *** has also scheduled 2 appointments / 2 separate companies to diagnose No one came out in either instances. *** claims theyre not responsible for techs not showing up, but when I reached out to the scheduled plumbing companies directly, they BOTH stated they do not work with HWA, my info was not in their system, and an appointment was never scheduled. They also accidentally canceled my account while trying to resolve my issue, and my monthly premium has gone up! At this time my claim is still open, and Im again waiting for *** to schedule a tech.
Business Response
Date: 06/21/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claims (claim nos. 12782522 and 14046924).
Our records indicate that the customer placed their initial claim for service on February 17, 2024.
On February 18, in lieu of awaiting scheduling, the customer elected to use the Claim Reimbursement Process which allowed them to select a technician of their choosing to submit the diagnosis for claim evaluation. The customer was also provided with the following instructions to ensure proper reimbursement steps are followed:
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.
The following day, the customer contacted us and requested that we assign a service provider to service the work order. Due to higher-than-normal service demands, *** escalated the claim in order to locate a service provider to accept the work order as soon as possible.
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."
Thereafter, on May 24, the customer contacted us and requested to use the Claim Reimbursement Process and the instructions were again forwarded to the customer. Although, on June 4, the customer placed their subsequent claim, and they were instructed to upload the diagnosis to us via www.hwaclaims.com.
On June 13, *** received the diagnosis and requested their technician provide additional information to us in order to complete claim evaluation. However, to date, this information has not yet been provided.
Thank you,
************
Consumer Advocate
Customer Answer
Date: 07/16/2024

Complaint: 21875726

I am rejecting this response because:
This is not resolved, and their response provided no resolution / is not accurate.

Regards,

*******************************
Business Response
Date: 07/17/2024
**********************,
*** is sorry to hear of the customers continued frustrations.
Our records indicate that HWA corresponded with the customer on June 13 stating, We need more information from your technician. For faster service, please provide your claim number to your technician and have him contact us online at hwaclaims.com.
However, as the customers technician refused to provide the information needed to complete claim evaluation, the claim was returned to dispatch and reassigned to ******************** Services LLC with an appointment scheduled for today, July 17 between the hours of 11-3PM. As such, HWA will determine claim coverage upon receipt of the technicians diagnosis accordingly.
HWA requests this matter be closed.
Thank you,
************
Consumer Advocate
Initial Complaint
Date:06/19/2024
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.
HWA is a very bad company. They are scammers and I highly suggest not using them. They will never payout any claims and give you the run around until you give up. They are happy to take your money but when it comes to paying out valid claims .. well they just wont ! My first claim was for a refrigerator (this was a few years ago) I followed all their processes , sent in all the forms etc, talked to people and did everything they said I needed yo do. Well when it came to reimbursement . They have me the runaround, they lost my claim even through I had emails to prove my claim. They gave the run around for a year, I decided to give up and canceled the policy. well they never processed my cancellation and I was paying for my policy for 2 years without really knowing (yes that is my fault I should pay more attention to my CC statements) but either way I still have a policy. So in the fall 2023 our ** went out, at this time we thought we had canceled the policy so we didnt even think about going through HWA. We got the ** replaced in April 2024. About a month later I was looking at C C statements are realized we still Have the policy. So I put in the claim . I had a scheduled appt, told them the situation and Well *** was extremely rude and said nope we will not pay you anything the claim was not approved I tried to explain to talk to her but she just more and more rude and hung up on me!! So I called CS, she was giving me the runaround as well. CS gave me an ext # to a manger, but when I called it it was an invalid ext. !! I called CS again and just got more of runaround . It is very clear they didnt want to resolve issues, dont want to give their Customers and really solutions and are hoping Ill just give up. But I no will not this time. I expect a solution and will keep fighting for them to follow through on the policy Ive been paying for
Business Response
Date: 06/26/2024
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator and air conditioner claims (no.: 14115192).

As for the customers refrigerator claim, *** was not the obligor of the contract on the day the claim was filed, and we have asked the obligor to contact the customer for resolution.

Air Conditioner (no.: 14115192)
On June 7, 2024, the customer placed a claim stating the A/C unit was not working and HWA dispatched *********************** Heating and Cooling. Although the technician reported to HWA that the customer did not pay the service call fee.Please refer to section **************** (3) of the user 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.

Furthermore, the technician stated that the customer replaced her unit a few months ago and is requesting to be reimbursement. Please refer to sections **************** (1) and (2) of the user agreement:

(1) You must notify Us as soon as a problem is discovered. We will accept Service Requests 24 hours a day, 7 days a week, 365 days a year. Under normal circumstances, We will assign an Authorized Repair Technician within 48 hours from receipt of Your Service Request.

(2) We have the sole right to select the Authorized Repair Technician to perform the Service. We will not reimburse for any services performed without Our prior approval.
As of 6/24/24, 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 $444.78 (6 x $74.13) which represent the last six months of payments.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: 07/09/2024
Thank you for your help and the communication through BBB. I wanted to let you know that we have accepted their resolution offer. I do ask that this matter is not marked as "resolved" until we receive the check.

We also received communication with the previous company that owned HWA for our first claim, but we do not know the resolution as of yet.

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:06/15/2024
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.
*** is failing to fulfill its warranty obligations and is stalling in authorizing me to pursue proper repairs with a Carrier Certified AC technician with reimbursement by ***. *** has broken promises over 2+ weeks & repeatedly adds new 24 to 48 hour wait times, restarting the clock to avoid fulfilling its obligations.5/27 Opened claim for Carrier AC unit not cooling 5/28 *** contractor, despite freon clearly leaking in the pan, did not diagnose the leaking Evaporator Coil and tried to solve by adding ~5 pounds ***************** it leaked out in less than two ********** stopped cooling again by 6/8.6/8 to 6/11 Contacted *** many times ************** trying to get *** to authorize proper repairs with urgency given Texas heat.6/11 ~1PM *** agent indicated authorization put into process for me to hire a Carrier Certified technician and be reimbursed if *** is unable to find such a contractor in its network in 48 hours.6/11 1:28 PM *** claim chat message sent saying that I "refused" to add more freon which was utterly ridiculous. I had just ended a conference call (~1 PM) with *** ******************* Minutes prior on a conference call with the *** Contractor and Claim Agent it was clearly established that adding more freon would not work & would waste money; technician clearly said he's not Carrier certified.6/12 ********* on phone to "resolution desk" agent who told me a case manager was assigned and I would be contacted in 4 hours by email and phone. As of 6/14, I haven't heard from case manager 6/12 New contactor, ******, assigned for appt. on 6/14 from 11 AM to 3 PM; but ****** is not Carrier Certified.6/12 Called *** Agent who told me *** restarts the 48 hour clock for authorizing reimbursement option each time *** assigns a technician, even unqualified ones and ones that don't show up; seems like it is a game *** can play to never have to fulfill obligation of this option.6/14 ****** never showed up. ****** also texted to share they are not Carrier Certified
Business Response
Date: 06/18/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 13934271).
Our records indicate that the customer placed their claim for service on May 27, 2024. HWA dispatched *********** Express HVAC, LLC to the customer's home to submit the diagnosis. Upon inspection, HWA approved the technician to recharge the system with refrigerant, in addition to adding leak seal.
Thereafter, a recall was placed in order to the have the technician return to the customer's home for reinspection. Upon reinspection, the technician reported, "The customer is asking for an authorized Carrier contactor. He mentioned that his technician found a leak in the evaporator, but I couldn't find any leak when I was there last time. He is now asking for a second opinion from a different company. The customer wants a company with Carrier certification to ensure that his warranty is not voided."
As per section 2, **************** of the **** Agreement, "We have the sole right to select the Authorized Repair Technician to perform the Service. We will not reimburse for any services performed without Our prior approval."
Although the technician reported that they were unable to locate a leak at the coil, *** returned the claim to dispatch for reassignment in order to obtain a second opinion diagnosis. Our records indicate that the work order was reassigned to Lenari with an appointment scheduled for June 14. However, the customer requested that the claim be reassigned to a Carrier certified technician.
The customer was informed that *** has the sole right to select the service provider and is under no obligation to assign a "Carrier certified" technician. Nonetheless, *** returned the claim to dispatch, and the work order has since be accepted by ****** & Sons AC & Heating with an appointment scheduled for today, June 18, between the hours of 7-11AM. As such, *** will determine claim coverage upon receipt of the technician's diagnosis accordingly.
Thank you,
************
Consumer Advocate
Customer Answer
Date: 06/18/2024

Complaint: 21854955

I am rejecting this response because it has now been determined by a technician assigned by HWA Warranty that the ** unit is indeed leaking, but *** is denying the claim. As an update, the response from *** suggests ****** was assigned on 6/12 to show up for an appointment on 6/14, but ****** never showed up at my house. I was then asked to wait for yet another new technician to be assigned; it took another 24+ hours to get one assigned, making my family suffer in the Texas heat even longer, and not scheduled for until today, 6/18. Regardless, I waited yet again, as I have since 5/27. The new technician from ****** & SONS ** & HEATING came today, 6/18, and quickly determined within minutes of arrival that there was indeed a leak in need of repair.
I spoke to case manager ***** while the technician was in the house and he indicated he had pre-authorized my repair and things would move forward as soon as the diagnosis was submitted. You can imagine my shock and anger when I received an email, of course after hours so I cannot contact a case manager, indicating my claim was determined that "the failure does not constitute normal wear and tear and/or is excluded from coverage in accordance with the terms and conditions of your contract".
Suggesting that the unit failed from anything other than normal wear and tear is unfounded and outrageous. The air conditioner was only used for its primary purpose of cooling and for normal operation. I have paid for HWA to warranty this unit faithfully and for my HWA warranty for over 10 years since originally acquiring the property (over $18,000). There are no terms or conditions under which this claim should be reasonably denied. This air conditioner has only been used consistent with its purpose and in normal operation consistent with its operating instructions. It has also been regularly maintained properly, including regular filter replacements.

The outrageousness and unacceptability of the denial of the claim is compounded by the fact that *** failed to even diagnose this properly in a reasonable timeframe. The claim was filed on 5/27. The first technician ************ Express HV**) blatantly misdiagnosed the issue and charged me for freon on top of the service fee vs. even conducting or submitting a proper diagnosis for the clear leak that was occurring. The 2nd assigned technician (****** assigned 6/12 to show up 6/14) never showed up for the scheduled appointment. The 3rd technician, ****** & Sons, within minutes of arrival, was able to determine there was a leak in need of repair.

I am asking for HWA to promptly review the estimate of the cost for repairs by ****** & Sons to fully repair or replace my ** unit (the estimate was not provided to me) and authorize ****** & Sons to compete the repairs or replacement with payment by ***. The other acceptable option would be to offer me an equivalent payment aligned to the estimate and let me find my own vendor to do the work. I have done research and believe I could get the work done for about $3,000 if *** would rather pay that amount to me vs whatever arrangement they have with ****** & Sons.

Regards,

*****************************
Business Response
Date: 06/21/2024
**********************,
*** is sorry to hear of the customers continued frustrations.
*** received the diagnosis from ****** & Sons AC who reported that the evaporator coil is leaking. The technician also provided us with the units model and serial number which confirmed that the coil is covered under the manufacturer warranty.
Based upon this information, *** denied claim coverage as the policy excludes coverage for systems covered by the manufacturer,which supersedes coverage with HWA.
As per section 12, Limits of Liability of the User Agreement, We are not responsible for repairs of systems or components covered under a manufacturers warranty. Our responsibilities will be secondary to any manufacturer or suppliers warranty or other extended or in-home service contracts that exist for the covered systems, components, and appliances
Nonetheless, in goodwill, *** offered the customer reimbursement in the amount of $400 with a paid invoice, however the offer has not yet been accepted. Should the customer wish to accept,they may contact me directly via email at *********************************************** payments are subject to 30 days processing.
HWA requests this matter be closed.
Thank you,
************
Consumer Advocate
Initial Complaint
Date:06/14/2024
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.
in may i called home warranty of america to let them know my dishwasher isn't working correctly. They send a repair guy he said that i need a part he came back a week latter. He put the part in and told me i needed a plumber I said for what he said he needs to change a part to make the dish washer to work. Keep in mind the only issue i had was that the machine would not cycle in the 2 -3 hour cycle the 1 hour cycle was working. I brought the plumber he changed the park and again the machine was not working correctly. The guy who had come to my house to repair the dish washer told me if it int working call him I did he came back and said i really dont know whats wrong with it but i am going to order 2 parts and has to be one or the other. A couple days latter i received a email from home warranty of america saying they have to replace my unit and want to give me 247. First My unit coast with delivery and set up close to 1000 2 i just spend on the plumber which i didn't need and repair guy over 150 cause the repair guy made me pay him extra for using a credit card I denied the 247 and was told i was going get a case worker to call me . I get email from her asking me to call her the number she gives me doesnt exist i email her no response i call home warranty of america make an appointment for her to call . She called me on thursday told me to repair ur unit will be 387 some thing like that so we decided to give you 247 I said what are you talking about how can the repair coast more than the unit I asked her where do i buy a unit for 247 that doesn't exist i paid for the unit close to 1000. This isn't fair first they are not replacing my unit basically what the want to give me is less than 90 because i paid the plumber and the repair guy for nothing . This is not fair if they want to replace the unit than pay what its worth. Its not an old unit. Why not just fix . This is just not fair .
Business Response
Date: 06/18/2024
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing their dishwasher claim (no.: 13282130).

Our most recent records indicate that on 6/7/24, *** offered the customer cash back in lieu of replacement in the amount of $246.00. However,the customer declined. Please refer to sections Limits of Liability (9) and (14)of the user agreement:

(9) 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.

(14) Cash Option: We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item.

Although upon speaking with her Case Manager replacement was not increased.

Nevertheless, after further review of the customers current model, HWA will increase replacement to $449.99. Should the customer choose to accept as resolution to her complaint please have the customer email mcintron@****************************************** are mailed in the form of a check and subject to 30 days processing.

HWA requests this matter be closed.

Thank you,
********************
Customer Answer
Date: 06/21/2024
[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,

*********************************

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