Complaints

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

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  Home Warranty of America

  2147 State Route 27 Fl 4 Ste 400 Edison, NJ 08817-3365

• 

  Home Warranty of America

  90 Washington Valley Rd Bedminster, NJ 07921-2118

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/14/2024

  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.

  I am receiving harassing phone calls to renew my home warranty that expires in 2 months. I kindly told the person I was not interested in renewing. I was asked over and over "but why" and even after stating that I did not need it, that answer was not good enough. I finally got the first representative off the phone and was immediately called by someone else. He would not take my "no thank you" as an answer. I finally told him that he was harassing me and I did not appreciate it as I am NOT required to renew the warranty and was not interested at this time. He continuously asked, "but why". This harassment is not necessary for a Home Warranty who was of NO help to me as they only want to scam me out of money. The one claim I did file with them ended without my satisfaction or resolve of the problem. Trying to pressure people into renewing their Home Warranty by heckling them is extremely unethical and unprofessional.

  Business Response

  Date: 06/17/2024

  **********************, 

  We have sent an expedited request to our ******************** to place the customer's information on our do not call/do not email list. 
  
  If the customer continues to receive solicitations, please forward the phone number and/or forward the email that they received to ******************************************** subject line Continued Solicitation BBB Complaint ID ********, so we may revisit the issue.

  Thank you,

  ************
  Consumer Advocate 

  Customer Answer

  Date: 06/17/2024

  [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:06/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim was put in May 22nd, 2024. Service pros was the company sent out the dryer was brought last year Feb 2023. The reason for service call was it would not heating up. they have put in mother board, ****** and ignitor and thermostat. Service Pros has contacted them and told them the **** can't be fixed. I would just like to have a working ****. Going to the laudry **** in this weather hear in ********* is alot. Service Pros # is ************.

  Business Response

  Date: 06/18/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing their dryer claim (no.: 13898754).
  
  Our most recent records indicate that on 6/14/24, *** offered the customer cash back in lieu of replacement in the amount of $335.00.The same day the customer accepted replacement. Funds will be emailed in the form of a Lowes ****** Card and are subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************  

• Initial Complaint

  Date:06/12/2024

  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 purchased an American Home Warranty and pay a premium monthly. They have sent out technicians to fix the same reoccurring issue with my fridge, roughly four times within a year the last two being roughly 1 month apart. 4/7/24 and most recently 6/6/24. For this last occurring issue I called the problem in and spoke to an agent, and she stated that due to me having the same reoccurring issue the only thing the technician will have to determine is if it will keep reoccurring even after repair. If that were the case, the technician would call and notify them regarding the issue, then home warranty, would provide a replacement. The day the technician arrived he checked the refrigerator and determined that the issue would be reoccurring and spoke to Home Warranty, and they determined that they would continue ordering parts instead of replacing the refrigerator.

  Business Response

  Date: 06/17/2024

  **********************,
  
  Home Warranty of America (HWA)apologizes for any frustrations the customer may be experiencing regarding their refrigerator claims (no.: ********; 14011761).
  
  Claim no.: ******** which was filed September 2023, was partially authorized. ********** Services replaced the user interface, ice maker, fridge evaporator cover, and temp sensor. The dispenser cover was not covered. Please refer to section IV. Covered Systems and Components (L) ********* Water and ice dispensers and their respective equipment.
  
  Claim no.: ******** which was filed 12/19/23, after receipt of ********** Services diagnosis that that air vents were freezing over and the LED was not working, *** requested proof of previous repairs for the denied portion of claim no.: ********. Although as it was not received, the claim was closed after 30 days of inactivity.
  
  On 4/7/24, the customer placed a claim stating that the fridge was freezing internally as there was ice in the back of the fridge and there was a noise. HWA dispatched Performance Appliance Repair and based on the diagnosis received, HWA authorized the technician to replace the drain tubes. Repairs were completed.
  
  On 6/1/24, the customer placed a new refrigerator claim stating that it was still making noise and not cooling.*** dispatched ********** Services and based on the diagnosis received, HWA authorized the technician to replace the evaporator cover. Authorization was sent to the technician on 6/6/24 and the part was delivered to the customer as of 6/8/****** records indicate that repairs have been completed.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We sent a check for $650 on 4-18-24. We closed on the rent property on April25 and tenants moved in on April 26. The ******* refrigerator was making a terrible noise and the ice maker was not working. When we called Home Warranty we filed a claim, a repair man was sent, the claim was denied . When we tried to find out why, they set up a 15 minute call but we never got a call. They said they tried but I was by my phone for 4 hours waiting. When I tried to call the case manager back I was not able to leave a voicemail(the "routing" was unavailable??) Then I tried to call the home office and got a complete run around. Then I wanted to cancel our account and got more run around and was unable to speak to anyone. I left my phone # for a return call and have not goteen a call back yet. We are beginning to wonder of this company is legitimate.

  Business Response

  Date: 06/14/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 13854624). 

  Our records indicate that the customer placed their claim for service on May 21, 2024, stating that the refrigerator makes water but not producing ice. The customer also listed the last time working date as April 25, 2024. 

  HWA dispatched Riprock ************************ to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the ice maker is not working due to build-up on the ice room with recommendation of replacing the icemaker assembly. 

  Based upon this information, HWA determined that the failure takes time to develop and could not have developed within term commencement as term coverage commenced on April 25, 2024, which is the same date listed as the last time working date.  As per section C(4) of the User Agreement, "known or unknown pre-existing conditions are not covered." 

  With regard to cancellation, as per section I(2) of the User Agreement, "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. In addition, You shall be responsible for an administrative fee of the lesser of $50, or such amount as is permitted by law." 

  Should the customer wish to proceed with policy cancellation, they may contact me directly via email at ******************************************* and they will be refunded in accordance with the terms of the contract.  

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

  Thank you,

  ************
  Consumer Advocate 

  Customer Answer

  Date: 06/14/2024

  
  Complaint: 21837696
  
  I am rejecting this response because:
  
  We bought the home and closed on April 25. The previous owners dod not disclose that the ice maker was not working so that is why we contacted Home Warranty. We would opine that the ice maker was 4 years old so therefore wear and tear would be applicable.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased home warranty from them after the seller brought it that I brought the house from. I filed a complaint twice on things went wrong with my house I paid for the person they got to come out and every time they denied my claim but I'm paying for it every month just in cause something happen. I think the people they send out they working together. I want my money back and I want my stuff fix its brand new stuff they keep saying wear and tear. They a fraud company

  Business Response

  Date: 06/13/2024

   

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

  Our records indicate that the customer placed their claim for service on June 4, 2024. HWA dispatched Dragonfly Mechanical to the customer's home to submit the diagnosis.  Upon inspection, the technician reported that there is improper airflow to parts of the home due to improper installation and that the ductwork would need to be modified in order to correct the issue. 

  Based upon this information, HWA denied claim coverage as the failure was not a result of normal wear and tear.  Per section B(10) of the User Agreement, ""Covered Systems and Components” means systems and components as specifically described herein as “Included” under Your Plan and become inoperative due to mechanical or electrical failures caused by normal wear and tear." 

  Per section 7(J) of the User Agreement, "We are not liable for repairs related to costs of construction, carpentry, or other incidental
  costs associated with the alterations, modifications..." 

  As such, HWA denied claim coverage in accordance with the terms of the contract. 

  With respect to the customer's request for a full refund, the customer is not entitled to a full refund upon request for policy cancellation as they are monthly policyholders and did not pre-pay for term coverage. 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..." 

  Nonetheless, in goodwill, HWA is pleased to offer the customer a full refund of the paid policy premiums in the amount of $157.50 ($52.50 x 3 months) with policy cancellation as resolution to this matter. Should the customer wish to accept, they may contact me directly via email at ******@******************.com. 

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

  Thank you,

  Lori J.
  Consumer Advocate 

  Customer Answer

  Date: 06/17/2024

  [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:06/10/2024

  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.

  We have had issues with our refrigerator the past 2 years. Twice in 6 months a tech was sent out to seal and add coolant to the fridge. In March 2024 the refrigerator quit cooling again. We called HWA and on April 2 a tech came out and added coolant, but did not seal any leak. By April 5th the fridge was not cooling again. We let HWA know and they sent the same company out and he did exactly the same thing, added coolant but did not seal any leak. April 8th fridge was not cooling again. We sent multiple messages to HWA and they stated they were waiting for the company to give them information about the repair. Finally May 10 a different company came out and their tech us the past technicians had burned wires and the fridge needed replaced. It had cost $2000 when the previous owners purchased the house. *** said they would give us an e gift card to Lowes hardware to replace the fridge. Unfortunately, we couldn't find one in that price range and had to purchase a new fridge on our own credit card. And it is 6/10/24 and we still have not received the gift card, so we would still be without a refrigerator if we hadn't purchased our own. We lost 1000$ in refrigerated/frozen food that we would like them to replace. It was very inconvenient and stressful to buy groceries daily because we had no refrigerator.

  Business Response

  Date: 06/11/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 13184261).
  
  Based on the diagnosis received from ********** Services,*** offered the customer cash back in lieu of replacement it the amount of $986.00.On 5/22/24, the customer accepted replacement. Please be advised that payment is subject to 30 days processing.
  Our most recent records indicate that as of today (6/11), a Lowes ****** Card (no.: *******) in the amount of $986.00 was emailed to the customer today.
  
  As for food loss, *** does not cover for such. Please refer to section Limits of Liability (8), Loss of Use Damages: 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 or the inability to use any covered items or property to the extent such may be disclaimed by law, and you expressly waive the right to all such damages.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 06/11/2024

  [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:06/07/2024

  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 paying $60-$70 per month to HWA Home Warranty for multiple years. My issue with them pertains to a claim submitted in January of 2024 for repair to a dishwasher with a small leak. They sent a repairman (who charged me $100 for the visit) who claimed to "fix" the issue. It didn't leak for a few months, but started leaking again in May of 2024. I submitted another claim, referencing the first claim as well. They sent a second repairman (who charged me $100 for the visit). He spent some time in my kitchen before asking me for towels. I didn't think at the time why he might need towels for a small leak. After a while, he told me he had to leave to get a part and would come back in the next week or two. I went into the kitchen where I found three bath towels on the floor fully soaked through as if there had been a flood. I opened the dishwasher to see what was going on and there was now a hole in the bottom. The heating element had been knocked off the metal clamp that holds it up. When the repairman ran the dishwasher while working on it, the heating element melted its way through the bottom of the dishwasher, rendering it unrepairable. I immediately contacted *** who asked me to send in a photo. I did that and they said they would send the repairman out again. He came by again and accepted no responsibility for the damage. I contacted *** again and their response was "we will always side with our technicians." So, after paying for this service for years, filing a claim for a simple leak. I'm out $200 and a dishwasher and will have to purchase a new one on my own dime after paying a few thousand to HWA over the years.

  Business Response

  Date: 06/11/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claims (claim nos. 12340574 and 13796403). 

  Our records indicate that the customer placed their initial claim for service on January 13, 2024.

  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." 

  HWA dispatched ******************* Repair to the customer's home to submit the diagnosis. Upon inspection, HWA approved replacement of the circulation pump. 

  There were no additional requests for service received from the customer and therefore the claim closed 30 days after repair completion. 

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

  On May 16, the customer placed their subsequent claim for service on the dishwasher. *** dispatched Expert NC Appliance Repair to the customer's home to submit the diagnosis. Upon inspection, *** authorized replacement of the tub gasket. 

  On June 4, the technician returned for repair completion and reported, "Upon arrival detected cust(omer) used dishwasher and burnt tub causing water to pour from tub. Photos already sent. Unit cant be repair will need replacement." 

  CHW issued the claim determination stating, "Based on the information provided to us by you and the Service Provider(s) assigned to your claim, it has been determined that the tub has been burnt through resulting in leaks during operation and is non-repairable. This is not a normal wear and tear failure. Please refer to section Limits of 6 of your policy. Your policy has the following exclusion, we are not responsible for consequential or secondary damages. This includes, but is not limited to, repair of conditions caused by any of the following: chemical or sedimentary build up, insect infestation, mold, mildew or bacterial manifestations, misuse or abuse, theft or vandalism, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, intentional acts, riot, lightning, mud, earthquake, soil movement or settlement, storms, accidents, pest damage, Force Majeure events (as defined below), failure due to excessive water pressure, or any other perils not considered loss or damage due to normal wear and tear." 

  The customer appealed claim outcome and it was explained that the claim will remain non-covered as the additional failure was caused by usage of the dishwasher while the unit was pending a repair.  This resulted in the tub becoming burned which is not a normal wear and tear failure. Additionally, *** is not responsible for consequential or secondary damages and therefore it was determined that the claim would remain non-covered accordingly. 

  No further action will be taken. 

  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:06/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business refuses to honor our home warranty contract. I have a valid claim, and they are obviously inventing absurd excuses on why the claim is not valid. My policy covers wear and tear to my refrigerator. I created a claim, because my fridge was failing. The refrigerator repairman sent by Home Warranty of America identified that one door gasket had worn out. When he submitted the claim to Home Warranty of America, they denied it by trying to claim that a rip in a gasket is not wear and tear. There is no evidence or record that the "rip" was caused by intentional or accidental damage. All gaskets eventually rip as they break down.I opened an appeal of their denial, but they refuse to reconsider. They use the appeal process to simply repeat the denial to the customer. The customer is given to avenue to overturn the decision.

  Business Response

  Date: 06/10/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator (claim no. 13902777). 

  Our records indicate that the customer placed their claim for service on May 24, 2024.  HWA dispatched Appliance Handyman, LLC to the customer's home to submit the diagnosis who reported that the door gasket is torn.  The technician also provided photos to confirm their findings. 

  Based upon this information, *** denied claim coverage as the failure was not a result of normal wear and tear. As per section C(2) of the User Agreement, "All systems (a) must become inoperative due to normal wear and tear." 

  The customer appealed claim outcome and it was explained that the claim will remain non-covered according to the terms of the contract.  

  No further action will be taken. 

  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: 06/10/2024

  
  Complaint: 21817819
  
  I am rejecting this response because:
  Gasket tears are caused by normal wear and tear. As gaskets age, they become more brittle and more likely tear. Given enough time, any gasket will eventually tear.
  In order for Home Warranty of America to reject this as a normal wear and tear problem, they must show that the damage was caused by intentional or accidental damage.
  They have no evidence or records that support that the gasket was intentionally or accidentally damaged.
  
  Regards,
  
  *****************************

  Business Response

  Date: 06/11/2024

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

  *** is sorry to hear of the customers continued frustrations.

  Based upon the technicians diagnosis, the failure to the refrigerator was caused by a torn gasket which resulted in warm air entering the system which prevented cold air from circulating through the unit.  Further, the technician provided photos with their findings which confirmed that the gasket is torn, which is not a normal wear and tear failure.

  Nonetheless, as a gesture of goodwill, *** is pleased to authorize $100 towards the repair cost, with customer responsible for the repair cost balance in the amount of $134.77.  Should the customer wish to accept as resolution to this matter, they may contact me directly via email at *******************************************.

  Alternatively, should the customer wish to decline the goodwill offered and 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: 06/14/2024

  
  Complaint: 21817819
  
  I am rejecting this response because:
  
  It does not cover the full cost of the repairs, as Home Warranty of America is responsible for given our contract. I already tried to follow ***'s process for dispute resolution. That is why I have had to go through the Better Business Borrow. When I tried to pursue a dispute through HWA, they simply repeated their denial to me and gave me no avenue to overturn their decision.

  The situation has not changed. The refrigerator failed because of "wear and tear". A "tear" in a gasket is "wear and tear". This is covered under my policy and HWA must pay the full amount or refund my policy.

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

  Business Response

  Date: 06/18/2024

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

  HWA stands on the determination as outlined in our prior responses. Nonetheless, as a gesture of goodwill and in lieu of the claims denial, HWA offered to apply $100 towards the repair cost, which the customer declined.

  With respect to the customers request for a full refund, as per I(2) User Agreement, 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. In addition, You shall be responsible for an administrative fee of the lesser of $50, or such amount as is permitted by law.

  If the customer wishes to proceed with policy cancellation, they may contact *** directly at ************ and they will be refunded in accordance with the terms of the contract.

  There is no further action HWA will take.

  Since the customer declined the goodwill offered and wishes to continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in section J(1) of the User Agreement.  

  This matter should be closed. 

  Thank you,

  ************
  Consumer Advocate 

  Customer Answer

  Date: 06/24/2024

  
  Complaint: 21817819
  
  I am rejecting this response because:
  Home Warranty of America continues to ignore the crux of the matter. The cost of the repairs are covered by our agreement.
  It shouldn't be necessary to repeat yet again, but a fridge gasket is part subject to wear and tear, and *** admits that it tore.
  Again, the word "tear" is literally half of the phrase "wear and tear", and therefore a valid claim against my policy.

  I also do not want a prorated refund of the policy. Since HWA has broken our contract, I am entitled to a full refund.
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 06/27/2024

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

  As outlined in our prior responses, HWA stands on the determination as the failure was not a result of normal wear and tear. Moreover,to date, the customer has not provided a second opinion diagnosis in support of their position.

  There is no further action HWA will take.

  As the customer wishes to decline the goodwill offered and continue their dispute, they may refer to the procedure for Resolution of Disputes.

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a scam company. We purchased a home warranty from HWA which covered our water heater.When the water heater started leaking we called them, they arranged for a technician to come who recommended replacing the unit. They recommended an inappropriate repair and the technician cancelled their contract with ***. This happened a second time. Weeks passed. After complaining they offered to simply cancel our warranty if we were unsatisfied. Their second offer was that we could do the leg work of getting technicians to our house so that they could presumably again deny replacement of our water heater. Absolute waste of time, money, energy. Buyer beware, scam company.

  Business Response

  Date: 06/07/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced; however, *** is unable to locate the policyholder's information based upon the information provided. 

  As such, *** requests the customer provide either the policy or claim number(s) and a response will be issued accordingly. 

  Thank you,

  ************
  Consumer Advocate 

  Customer Answer

  Date: 06/07/2024

  
  Complaint: 21811672
  
  Policy number is 478607578. 

  The property is owned by me and ************************* who purchased the *** policy. 
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 06/10/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 13770417). 

  Our records indicate that the customer placed their claim for service on May 15, 2024.  *** dispatched Saddlerock Plumbing and Mechanical, LLC, however after inspecting the unit, the technician requested to be removed from the work order. 

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

  As such, HWA waived the service fee and reassigned the claim to All in One Heating & AC, LLC to submit their findings. Upon inspection, *** requested the technician provide additional information in order to complete claim evaluation. Although, as this information was not provided, the claim was returned to dispatch for reassignment accordingly. 

  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." 

  Our most recent records indicate that the customer has requested to utilize the Claim Reimbursement Process which allows the customer to select a technician of their choosing to submit the diagnosis for claim evaluation.  The customer will be provided with the Claim Reimbursement Process instructions to ensure proper reimbursement steps are followed accordingly.  

  Thank you,

  ************
  Consumer Advocate 

   

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i had called Home Warranty of America on April 1; about water leaking from the refrigirator;Claim Number: ******** Claim Date: 2024-04-01 14:15:42 I was told that A&E *************** has been assigned my claim and an appointment has been scheduled for Wednesday April 3rd, 2024 between the hours of 07:00 AM and 06:00 PM. The Technician came and looked and said parts need to be ordered.I called A & E FACTORY SERVICE on April 30 at 11:16 am and was on the call for 15+ minutes and they claimed that they do not have my work order to fix the refrigerator.I called Home Warranty of America on May 7th and May 9th asking for status.I received the following status 05/10/2024: A&E *************** has been assigned to your claim and an appointment has been scheduled for Tuesday May 14th, 2024 between the hours of 08:00 AM and 06:00 PM. NO TECHNICIAN SHOWED UP I received the following status 05/23/2024: ********** Services has been assigned to your claim and an appointment has been scheduled for Thursday May 30th, 2024 between the hours of 08:00 AM and 12:00 PM. NO TECHNICIAN SHOWED UP i call them again on 6/5/2024: asked to speak to the supervisor and have gotten the following message:According to our records, there has been progress on your Refrigerator claim. If you need more details or have any questions, please reply below.Its been more than 2 months and the refrigerator has not been fixed

  Business Response

  Date: 06/17/2024

  **********************,
  
  Home Warranty of America (HWA)apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 13239716).
  
  On April 1, 2024, the customer placed a claim stating that water was leaking from the refrigerator and *** dispatched ********** Services. Based on the diagnosis received, HWA authorized the technician to replace the ice maker, water valve and drain kit. A repair appointment was scheduled for 5/3, 5/14, and 5/30 all which the technician unexpectedly rescheduled.Please refer to section VII. Limitations and Exclusions **** We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs.
  
  Our most recent records indicate that as of 6/13/24, the customer spoke with a Case Manager and HWA offered our full costs for repairs in the amount of $226.07 upon receipt of a paid repair invoice. The customer accepted. Upon receipt of such, reimbursement will be issued in the form of a check. Payment is subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 06/27/2024

  
  Complaint: 21809295
  
  I am rejecting this response because:

  I was Out of the country on vacation when I first got the email, I have returned late yesterday (6/26) night.

  
  

  I request you to reopen the case. Here is what I have to add

  
  

  • ******************** failed to mention , when I spoke to the case manager (******* W) on 6/13/24, I had informed her that ********** Services has not even ordered 2 of the 3 parts needed and she has sent an email to ***** asking for the status.

  
  

  • The three parts needed are

  • Part 1 1 Ice maker #DA97-07365G ($154.95)
  • Part 2 1 Drain kits DA82-01415A ($37.95)
  • Part 3 1 Water valve # DA97-07695A ($198.95)

  The cost of the parts in itself is $391.85 which is far less than what they are offering me and hence I wanted to wait for ********** Services to reply back to the email which ****************** them

  • when the case manager (******* W) offered $226.07 for the repair, I have informed her that I am going out of the country for the next 10 days and that I also want to wait for ***** to reply back to her email she claimed to have sent; so the statement stating that I accepted their offer is incorrect.

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

  Business Response

  Date: 07/02/2024

  **********************,
  
  According to the ********** Services website, the Service Order has been completed.
  
  *********************************************************************************
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 07/09/2024

  
  Complaint: 21809295
  
  I am rejecting this response because:
  

  SEARS has not even ordered the 2 of the 3 others parts needed to fix the refrigerator.
  
  
  Regards,
  
  *****************************************

  Business Response

  Date: 07/16/2024

  **********************,
  
  Our most recent records indicate that *** has offered the customer cash back in lieu of replacement in the amount of $1199.00.
  
  Please refer to section VII. Limitations and Exclusions (O)of the user agreement, We 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.
  
  Notification was emailed to the customer today (7/16) with a link to begin the replacement process. Funds are issued in the form of a Lowes ****** Card and subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************