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:05/12/2025

  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 filed claims for my septic and for my tub neither techs came out and performed any work claim says closed and completed. The companys told me that *** denied my claim I want to cancel my plan and I want my money back. My tub stopped working and my septic is overflowed. They refuse to fix anything and they promised if we renewed they would honor claims they did not so I want my refund of this renewal and I want to cancel. I just renewed last month.

  Business Response

  Date: 05/13/2025

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their septic pumping and plumbing whirlpool bathtub claims (no.: ********; 18640133).
  
  Septic Pumping (no.: 14628681)
  On July 10, 2024, the customer placed a claim stating that the septic was clogged and backing up. In addition, the toilets would not flush. *** dispatched the claim to our vendor network but we experienced delays. Please refer to section G(15) of the Service Contract, We are not liable for: any failure to obtain timely service...
  
  On 7/29/24, *** scheduled ************************* for 7/30/24. Although please accept our apology as no diagnosis was received nor did we hear from the customer regarding this matter since the claim was placed.After 30 days of inactivity, the claim was closed.
  
  Plumbing Whirlpool Bathtub (no.: 18640133)
  On April 28, 2025, the customer placed a claim stating that the tub cracked and was leaking water. *** dispatched the claim to our vendor network and scheduled Fidelis Repairs FL North West for 5/2/25.
  
  Based on the diagnosis received it was determined that the bathtub needed to be replaced. Please be advised that bathtubs are excluded from coverage. Per section D(6) of the Service Contract, Excluded: Bathtubs.
  
  In regard to the customers request for a full refund of the renewal, please be advised the customer has paid two of the four installments of $171.25 to date for a total of $342.50. Therefore, should she op to terminate coverage, a pro rata refund in the amount of $235.42 is due at cancellation. Per section I(2) of the Service Contract, If You cancel at any time after the first 30 days from the Order Date, We will pay You a pro rata refund of Your paid Agreement Fee for the unexpired term at the end of the month of which You cancelled less any Service Costs incurred by Us (unless prohibited by law). If *********** Costs are greater than the prorated refund,You shall pay us the lesser of the difference between (A) *********** Costs;and (B) any unpaid Agreement Fees or unpaid Annual Monthly Agreement Fees. **** addition, You shall be responsible for an administrative fee of the lesser of $50, or such amount as is permitted by law.
  
  Amount Paid: $342.50
  Months Used: 1 ($57.08)
  Service Costs: $0
  Cancellation Fee: $50.00
  Refund: $235.42
  
  Nevertheless, *** has cancelled the policy per the customers request. We will also refund the customer the full amount of $342.50. Funds will be issued back to the original method of payment on file. Please allow up to 30 days for processing.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *. 

  Customer Answer

  Date: 05/13/2025

  I also wanted to state we did contact Fidelis with *** the initially agreed to honor the claim rate but then an hour later changed their mind stating the rate was for repairs not replacement, the tin is from the 70s there was never an indication that it could be repaired and no licensed contractor would ever claim this, this behavior is unacceptable and the warranty is a scam as it clearly showed that it covers bathtubs, toilets and sinks however the verbiage whirlpool would indicate it covers all tubs including whirlpool, however that may be I never recieved a contract or details of coverage until my claim was denied and thus looking over limits and the catch 22 nothing seems to be covered really and this warranty is a scam.
  
  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:05/12/2025

  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 paid monthly for a home warranty since 2019. My policy says that I am covered for up to $2500 for replacement of a refrigerator. I have had multiple technicians out here to diagnose the issue, each of which I had to pay a separate service fee to when I shouldn't have. The last technician reported that the refrigerator needs to be replaced. Home Warranty of America sent me an email and offered me a $900 Lowes giftcard. I escalated the case and the case manager said they will not pay more than $1500 when my policy covers up to $2500. I have a $15,000 refrigerator and they said everything is up to their discretion. They told me to contact my attorney

  Business Response

  Date: 05/13/2025

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. ********).
  
  Our records indicate that *** approved replacement of the unit with a buyout in the amount of $986.
  
  In accordance with 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 (We are not responsible for upgrading or matching color,dimensions 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 prompting assignment of a Case Manager, and it was explained that *** offers cash back at Our cost, which may be less than retail.  Although, based upon the unit's features, *** increased the buyout to $1,500, which the customer declined.  

  Nonetheless, in goodwill, *** is pleased to offer the customer a buyout increase from $1,500 to $2,500 as a final offer.  The customer may confirm their acceptance by emailing ***********************************************************************************.  Upon acceptance, a check will be mailed in lieu of a ****** eGift card which will allow the customer to shop at a retailer of their choosing.  All payments are subject to 30 days processing. 

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

  Thank you,

  **** *.  
  Consumer Advocate

   

• Initial Complaint

  Date:05/12/2025

  Type:Customer Service 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 have submitted numerous claims over the past 7 months regarding our Whirlpool refrigerator, with various contractors replacing the following parts:1. Motherboard 2. Temperature sensor 3. Ice maker We have spoke with them countless times over the phone and were told that they will not replace an appliance, regardless of how many times it needs to be repaired. They keep insisting that its not a cooling issue, but several technicians have told us that all the parts communicate and will not function if theres a cooling issue. Additionally, they also told us that all the parts that have been replaced werent working at the time because of cooling issues.Instead, they are telling us that because it was a different part replaced in the refrigerator each time, that it didnt constitute the same problem.

  Business Response

  Date: 05/14/2025

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claims (no.: ********; ********; 18822659).
  
  Claim no.: ********
  On December 4, 2024, the customer placed a claim stating that the ice maker was not making a lot of ice and there was ice buildup in the back of the freezer. *** dispatched the claim to our vendor network and scheduled ***************************** for 12/9/24. Based on the diagnosis received, *** authorized the technician to replace the ice maker. Repairs were completed.  
  
  Claim no.: ********
  On February 15, 2025, the customer placed a claim stating the refrigerator was warn and not making ice. *** dispatched the claim to our vendor network and scheduled ************************ For 2/17/25. Based on the diagnosis received, *** authorized the technician to replace the start relay and capacitor.Repairs were completed.
  
  Claim no.: 18822659
  On May 10, 2025, the customer placed a claim stating that the refrigerator and freezer were not cooling. *** dispatched the claim to our vendor network and scheduled ********************* for 5/16/25 between 8:00AM 4:00PM EST.  Notification was emailed to the customer on 5/10/25 with the technician contact information and appointment details. Upon receipt of his diagnosis, a claim determination will be issued in accordance with the terms and conditions of the Service Contract.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.
  
  

• Initial Complaint

  Date:05/09/2025

  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.

  We purchased home warranty to protect our home from life events. So being that we have spent endless amount of dollars and have paid maintenance fees for coming out for their service not once but twice and then refusing to fix the problem after a botched job or a completely different issue. Is extremely frustrating. Life is already tough and this company makes it impossible to get your issues resolved and make you go leaps in bounds to fix the main issue. We live in a highly inflated world and they are taking advantage of Americans that are just trying to make it. The fact that they have American in their business name is an absolute disgrace. They’re are COMMUNIST, and will suck you dry!!!

  Business Response

  Date: 05/12/2025

  
  
  Home Warranty of America (HWA) apologizes for any frustrations
  the customer may be experiencing regarding their policy. However, the customer
  has not specified the matter in which she is referring to. Please have the customer
  provide the claim number in which she is referencing so we may address her
  concerns accordingly.
  
  Thank you,
  Michelle C. 

  Customer Answer

  Date: 05/12/2025

  [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:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My contract states they will replace broken appliances that they can not repair. My dishwasher cant be repaired but instead of replacing they want to offer a gift card $272. This is not acceptable because the CHEAPEST dishwasher available is $630 at Lowes (the gift card will be for Lowes). I spoke with a case manager and said I want them to replace it, not send a gift card. He said they no longer do that. He said we stopped doing that, we just send a gift card now. I told him I specifically asked about replacement when I signed up and was told they replace or cover the cost of broken appliances. He said they arent able to offer anything more than $272. So now I have a broken dishwasher, and a useless contract that wont actually do what it is supposed toreplace or repair. Im not even asking for something comparable (which the contract says I get) but the cheapest dishwasher. And my dishwasher is a cheap model. They need to either increase the gift card to actually replace it and install, or replace it themselves and send someone to install.

  Business Response

  Date: 05/09/2025

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dishwasher claim (no.: 18764837).
  
  On May 6, 2025, the customer placed a claim stating that the dishwasher would not run or advance through the cycles. *** dispatched the claim to our vendor network and scheduled GE Appliance for 5/9/25. Based on the diagnosis received *** offered the customer cash back in lieu of replacement in the amount of $272.00 but the customer declined. Please refer to the Service Contract Section VII. Limitations and Exclusions (Q), ** reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost, which may be less than retail, to repair or replace any covered system,component, or appliance.
  Please be advised that the customer has a 24 Inch Full Console Tall Tub Dishwasher with 4 wash cycles and 15 place settings. Therefore, *** will increase replacement to $478.00. Please see below for a comparable unit:
  
  ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
  
  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.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.

• Initial Complaint

  Date:04/28/2025

  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 filing a complaint against Home Warranty of America (***) regarding Claim #******** for a ceiling vent fan. *** denied my claim solely based on the opinion of their contractor, who alleged improper installation and movement. However, no independent, detailed report or technical evidence has been provided to substantiate this claim. Also, the contractor who stated this was from their own network. The contractor is not an independent or natural party and their option is based on protecting ***. This shows a conflict of interest. The ceiling vent fan was operational at the time of my VA-backed home purchase in February 2025 (it is now April 2025). Certain things are required to purchase a VA Home Loan including having an inspection. I used *********** Inspection which confirmed it met the required safety and functionality standards. There are pictures of the fan working. I have not modified the fan since moving in. Its progressive failure is consistent with normal wear and tear, not sudden catastrophic failure due to improper installation. The ceiling passed all required inspections, and no installation defects were disclosed or observable at the time. *** is now using a vague contractor opinion, without independent verification or a clear causal explanation, to avoid honoring a covered warranty obligation for all components and parts under my Platinum Plan.I am requesting that *** approve my original warranty claim and fix the issue. If this matter is not resolved, I intend to escalate my complaint to California state consumer protection agencies. I am filing this complaint respectfully and in good faith to seek a fair and timely resolution.

  Business Response

  Date: 04/29/2025

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the ceiling fans (claim no. 18468767). 

  Our records indicate that the customer placed their claim for service on April 15, 2025, stating, "The ceiling exhaust fan is no longer working. It does not turn on at all, and the cover has come off. When I inspected it, I found rust, exposed wiring, and damage to the internal fan assembly. It looks like the motor has failed and possibly detached from its housing. This is a bathroom ceiling exhaust fan." 

  HWA dispatched ****************** to the customer's home to submit the diagnosis. Per section B(2) of the User Agreement, "Upon request for service, We will begin contacting Service Provider(s) within 4 hours. You will receive the name, phone number, appointment date and time upon acceptance of the request by a Service Provider." 

  Upon inspection, the technician reported, ********** not working. Fan not mounted at all. Air condition duct running over the fan."  The technician also listed the cause as, "improperly installed".  

  Based upon this information, *** issued the claim determination stating, "...it has been determined that the ceiling vent fan is not properly installed. This does not constitute a normal wear and tear failure. Please refer to section C2 of your policy. Your policy has the following exclusion, all systems must become inoperative due to normal wear and tear."

  The customer placed an appeal prompting assignment of a Case Manager, and it was explained that the claim will remain non-covered as the failure was the result of improper installation, which is not a normal wear and tear failure.  

  No further action will be taken. 

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

  Thank you,

  **** *.  
  Consumer Advocate

• Initial Complaint

  Date:04/22/2025

  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.

  We had a Home Warranty of America (HWA) contract for one year at the cost of more than $600.00. In that year, we paid $85 each for four service calls on our LG Quad Wash Dishwasher. HWA replaced a major component of the appliance with each service call with no success. HWA FINALLY determined that it is better to replace the appliance than continue further attempt to repair it. We were relieved until we learned that HWA was offering us $272 to replace a top of the line appliance.
  
  We initially declined the offer and requested to speak to a claims manager to dispute the fact that $272 is less than 1/3 the cost of a comparable replacement appliance with similar features of our current system. Please see attached email.
  
  Case Manager, Donald R., informed me that the settlement is based on what HWA has determined on replacement of an appliance at WHOLESALE cost to HWA which, Donald R stated several times is "less than retail." I protested that this does not benefit HWA clients - only HWA. I protested that $272 will not come close to purchasing a comparable appliance with similar as the email states. I protested that the offer is clearly not based on our current systems features.
  
  I told Donald R that I believed that speaking to a Case Manager would bring clarity to our claim and resolve this claim with an appropriate replacement offer. Donald R simply repeated the HWA policy. I declined the ***** gift card and instructed Donald to mail a check to us in the amount of $272 and requested he note that this was NOT indicative of an agreed settlement. He agreed to do what I requested.
  
  The comparable retail cost of our appliance is $1000. This is less than what we've paid for a one year contract and service calls for the dishwasher which HWA neither repaired or realistically offered to replace as their email states. We are requesting $1000 to replace our appliance.

  Business Response

  Date: 04/23/2025

  
  
  Home Warranty of America (HWA) apologizes for any
  frustrations the customer may be experiencing regarding their dishwasher claim
  (no.: **********
  
  On March 14, 2025, the customer placed a claim stating that
  the dishwasher was not working properly. HWA dispatched the claim to our vendor
  network and scheduled ******* ******* ********* ******* *** – *** ******* for
  3/25/25. Based on the diagnosis received, HWA authorized the technician to
  replace the pump motor and door latch.
  
  HWA did not hear from the customer regarding this matter again
  until 4/16/25 wherein he stated the unit was still not working. Therefore, HWA
  recalled ******* ******* ********* ******* *** * *** ******* for 4/18/25.
  Please refer to section Customer Service (5) of the Service Contract, “If work
  performed under this Agreement should fail within 30 days, We will correct the
  failure without a Service Fee.”
  
  Upon receipt of his additional findings, HWA offered the
  customer cash back in lieu of replacement in the amount of $272.00. However,
  the customer declined. Please refer to section G(3) of the Service Contract, “We
  reserve the right to offer cash or cash equivalent in lieu of repair or
  Replacement in the amount of Our available wholesale cost (which is less than
  retail) to repair or Replace any Covered Item. Cash or cash equivalent offered
  in lieu of repair or Replacement does not include the cost of shipping, tax, or
  installation. When cash or cash equivalent is issued to Replace a Covered Item,
  You may not make subsequent claims on such Covered Item for 1 year from the
  date of issue.”
  
  Please be advised that the customer has a 23 Inch Top
  Control Dishwasher with Quad Wash, 15 place settings, 3 spray arms and 10 wash
  cycles. Therefore, HWA will increase replacement to $699.00. Please see below
  for a comparable unit:
  *****************
  *******************************************************************************************************************************************************************************************************************************************************************
  
  Should the customer choose to accept as resolution to his
  complaint please have the customer email ********************************
  Funds are mailed in the form of a check and subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer Answer

  Date: 04/23/2025

  [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 (increased replacement to $699.00) is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:04/15/2025

  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.

  We submitted multiple claims with the company. One of our firsts was a roof leak ***air after a rain storm. They ***aired a few shingles and left. After the next rainstorm, the leak worsened and caused damage to our drywall. When we called to submit another claim, they said the cause of this is due to improper ***air from the original contractor and we would need to contact them to fix it properly. We called the original contractor just to find out theyve gone out of business. The warranty company denies liability to ***air the damage. We since experienced issues each time we try to submit a claim, they complicate the process, deny our claims, and escalate our claims to a manager who never calls back.When it comes time to renew my plan, I choose not to renew. I receive 2-3 sales calls a week, and this increases to 2-3 calls a day as my expiration date gets closer. The sales calls to renew are more frequent than the claims calls for services I actually paid for. I speak to a sales *** and say Im not interested in renewing my plan. She says she will notate my account and hangs up.Forward to today, I see an unauthorized charge on my credit card for the renewal. I call in and get transferred to a resolutions manager. They tell me no cancellation has been made on my account. There were no notes of my previous call. They further inform me that sales ***s do not have authorization to cancel renewals and only a manager does. They cancel my policy effective today and state that my refund is pending approval but not guaranteed. I complain that their cancellation process is not straight forward and the sales *** ******** informed me that she couldnt cancel my policy. They say there were three emails sent to me about my policy renewal. I ask for the emails to be forwarded to me bc I never received, and they say since my account is no longer active - they arent able to send me the emails. An absolute scam, completely unethical, lots of runarounds and misinformation.

  Business Response

  Date: 04/16/2025

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the drywall claim (claim no. 13287293). 

  Our records indicate that the customer placed their claim for service on April 4, 2024, stating that the drywall needs repair.  HWA dispatched Fast Home Remodeling who reported that the drywall is damaged. Based upon this information, *** issued the claim determination stating, "...it has been determined that there is drywall that is faulty and requires repair. General dry wall repair is not a covered service." 

  Additionally, *** is not responsible for any potential negligence caused on behalf of the contracted service providers in accordance with section G(13) of the User Agreement, "You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Providers performance. You also agree that We are not liable for damages caused by the Service Provider, including, but not limited to, consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages." 

  With respect to contract renewal, our records indicate that *** corresponded with the customer on February 28, March 7, and March 13, 2025, informing them of contract expiration and autorenewal.  As per section H(2) of the User Agreement, "Unless you cancel this agreement, you will automatically be 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 $100.80 accordingly. Thereafter, on April 15, the customer terminated coverage however they were not entitled to a refund as they were monthly contract holders and did not prepay for term coverage. 

  Nonetheless, in goodwill, *** has authorized a refund in the amount of $201.60 to account for the renewal term ($100.80 x 2 months).  The refund will be credited to the customer's card ending in 8795 within 7-10 business days. 

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

  Thank you,

  **** *.  
  Consumer Advocate

  Customer Answer

  Date: 04/24/2025

  [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 fine to me.
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:04/05/2025

  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.

  DO NOT USE HOME WARRANTY OF AMERICA!!I wish we could apply "0" stars! These people are absolutely the worse home warranty plan you can buy. They deny all claims, or they will approve, but want you to pay an absurd amount of money. In example I put a claim in for our water heater. They came out to inspect *** approved the claim but said I had to pay $1100 out of pocket expenses on top of the $100 service call I had already paid. The water heaters are less than $1K dollars, so what are they paying for? I asked to review the report from "Perfection Plumbing" they claimed they did not have it yet... DO NOT SPEND YOUR MONEY HERE!! Save the monthly payment. I found someone else to do it for $700 with the tank. That tells you something. STAY AWAY from these people they are not even worth it.

  Business Response

  Date: 04/07/2025

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 18301256). 

  Our records indicate that the customer placed their claim for service on April 2, 2025, stating that the unit is leaking and that there is no hot water.  HWA dispatched Perfection Plumbing to the customer's home to submit the diagnosis. Upon inspection, *** approved replacement of the water heater including its respective labor to install and informed the customer of non-covered charges in the amount of $1,100 to account for the cost of modifications, which are excluded from coverage. 

  In accordance with Section 4, Exclusions of the User Agreement, "...We are not responsible for providing upgrades, components, parts or equipment required due to the incompatibility of the existing equipment with the replacement system, appliance or component/part, including but not limited to SEER standard, R-410A and/or 7.7 HSPF or higher compliant, as well as any other efficiency required by federal, state, or local governments."

  On April 4, the customer accepted the charges prompting *** to place the equipment order with our supplier. However, the following day, the customer contacted *** and opted to terminate coverage resulting in claim closure. 

  No further action will be taken. 

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

  Thank you,

  **** *.  
  Consumer Advocate

   

   

   

• Initial Complaint

  Date:04/01/2025

  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.

  We submitted a claim/service request due to one of the faucets on our kitchen sink leaking. We had to have our water off for 3 days waiting for a tech. The home warranty company sent out a tech and he saw the problem disconnected everything and bypassed it to be able to turn our water back on. Meanwhile this disconnected our refridgerator from the water/ice supply. We paid him $85 and he handed us a copy of the work order and said he would submit this to the home warranty for parts and approval. Left everything how it was then nothing for almost 2 weeks now. We received an email from the case manager to set up phone appt to be sure everything was being taken care of. That appointment came and went no call. We called them 3/31 finally got through to someone who said sorry your claim was denied. Noone called us, they left the job half done and not working and took our $85.00. We’ve called and emailed with no response. We would like our money back for the service call and the warranty itself since there has been no contact, no follow up or satisfaction.

  Business Response

  Date: 04/02/2025

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

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

  Our records indicate that the customer placed their claim for service on March 24, 2025.  Per section 3(E) 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 calls wherein coverage is deemed excluded, or denied." 

  HWA dispatched ******* ********* *** who reported that the reverse osmosis faucet is leaking.   Based upon this information, HWA determined that the claim is non-covered as the contract does not provide coverage for reverse osmosis systems.  

  The customer also spoke with a Case Manager who explained that the service call is required for each claim placed regardless of claim outcome.  As such, the customer's request for reimbursement of the fee has been denied accordingly. 

  With regard to their request for a full refund, per section 8(D) of the User Agreement, "...if this Contract is cancelled after 30 days from the Contract Start Date, You will be entitled to a pro rata refund of the total purchase price paid for the unexpired term, less any actual Service costs incurred by Us and an administrative fee of the lesser of $30 or 10% of the total purchase price." 

  Nonetheless, in goodwill, HWA is pleased to offer the customer a full refund in the amount of $555 with cancellation.  Should the customer wish to accept as resolution to this matter, they may email ******************************  

  While we
  regret to hear of the customer’s frustrations, HWA has abided by the contract
  terms and conditions and requests this matter be closed.

  Thank you,

  Lori J.
  Consumer Advocate 

  Customer Answer

  Date: 04/02/2025

  [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,
  
  
  
  ***** *********