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:06/05/2024

  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 initiated a clain (#*******) on 5/17/2023 due to the salt cell not working on our in ground pool. It took two months but *** did finally get someone assigned for the job. I spoke with the company via phone and text once--then she never followed up. For the entire summer. *** cancelled the claim with no communication to me. I did not know.I followed up with *** again and submitted a new claim (#********) on 02/10/2024. as of 06/04/2024 they have assigned this claim to two different providers, but when I actually talk to them they refuse to come complete the work because of the track record HWA has for paying their Providers.I follow up constantly via their messaging Center for status. All I get is generic emails back. They consistently tell me they will call me, and do not.I just need my pool fixed.

  Business Response

  Date: 06/11/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their pool spa claims (no.: *******; 12706553).
  
  Please also accept our apology for the delay in completing the customers claim.
  
  As alternative option, HWA would like to offer the customer reimbursement up to $1,500.00 upon receipt of a paid repair invoice. This is the maximum system payout per the contract term.  Please refer to section E. Optional Coverage,(1) Pool and/or Spa Equipment: We will pay up to $1,500 for access, diagnosis and repair and/or Replacement.
  
  Meaning the customer can elect a technician of his choosing to complete repairs and forward the paid repair invoice for reimbursement.Should the customer choose to accept as resolution to his 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,
  ********************

• Initial Complaint

  Date:06/04/2024

  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 submitted claim # ******** on 4/25/24 due to an air conditioning unit not working. They sent out a technician. The technician provided a quote for over $3000 of out of pocked expenses without checking any of the inside components. The quote was delivered electronically before the technician even left my property. I denied the quote for several reasons. I had my local technician review the scope of work - GEM Plumbing. Gem stated that nearly all of the out of pocket work was not needed. I had a call with a woman named Marlene from HWA on 5/14/24. I questioned the amount of the work that was covered by HWA. She claimed that she could not provide that to me. She also could not provide any information on the timing of their repair, only stating that it would be done by September. I asked about getting the work done by my own technician and receiving reimbursement. I was told that I could have the work done, and HWA would review the invoice to see how much of the work would be reimbursed. As you can see, I had the work completed by GEM plumbing on 5/16/2024 for an amount that IN TOTAL was less than the out of pocket expense from HWA. Today, 6/4/24, after two previous attempts to contact Tanya F******, my assigned case manager, she called me. Tanya stated that I would receive no reimbursement because I used my own contractor. I would not have proceeded with this work had I known that was the case. That is completely not consistent with what Marlene told me on 5/14.24. I am seeking full reimbursement for this repair $3100 and an additional $61.33 that I was charged for no apparent reason. I did dispute the $61.33 with my bank.
  
  Furthermore, I was also fraudulently charged

  Business Response

  Date: 06/11/2024

  
  
  Home Warranty of America (HWA) apologizes for any
  frustrations the customer may be experiencing regarding their air conditioner claim
  (no.**********.
  
  On April 25, 2024, the customer placed a claim stating that the
  A/C unit was not blowing cold air and HWA dispatched Platinum Repair Inc. Based
  on the diagnosis received, HWA approved the claim for a new Condenser. HWA is
  supplying the Condenser and covering the technician’s labor. HWA is also
  covering haul away and permit as the customer has the “Choice Platinum Plan.”
  Please refer to section D(16) C. &
  I., “Cost related to refrigerant recapture, reclaim and disposal when required
  for diagnosis, repair and/or Replacement” and “Provide up to $250 per
  occurrence for required permits.”
  
  There are non-covered charges due to the technician in the
  amount of $3,250.00 for modifications, vibration pads, tie down brackets, high/low
  voltage lines, title 24, etc. Please refer to section G. Limits of Liability (7),
  “We are not responsible for upgrades, modifications, components, parts, or
  equipment required to complete a repair or Replacement of a Covered Item due to
  incompatibility with existing equipment including, but not limited to,
  differences in technology, chemical and refrigerant requirements, or efficiency
  as mandated by federal, state, or local governments. We will disclose the cost
  of such non-covered charges, in aggregate, but will not itemize such charges.”
  
  However, the customer declined the charges.
  
  On 6/4/24, HWA received a paid invoice dated 5/16/24 in the
  amount of $3,100.00 for a 3-Ton Condenser Replacement. Although HWA did not
  approve these costs. Please refer to section Customer Service (3), “We will not
  reimburse for services performed without prior approval.”
  
  As of 6/6/24, HWA received notification of a chargeback from
  the customer’s bank. As a result, the policy was terminated. Please refer to
  section I. Cancellation, “(1) This Agreement may be cancelled by Us for: a.
  nonpayment of Agreement Fee by You.” A refund in the amount of $61.33 was issued
  back to the customer as a result of the chargeback.
  
  Nevertheless, HWA will offer the customer reimbursement in
  the amount of $1,164.00. This represents our costs for the condenser, labor,
  haul away and permit. Should the customer choose to accept as resolution to his
  complaint, please have the customer email [email protected].
  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: 06/12/2024

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

  I emailed HWA with this specific message on 6/12/2024:

  BBB Complaint ID: ******** Resolution
  
  
  *** **** ******************* *0:45?AM (0 minutes ago)
  
  Reply
  
  to: *******************************
  
  Hello, I received the attached message from the BBB regarding my complaint. I will respond directly to the BBB with this same information. I appreciate HWA's willingness to work with me on this and I accept the payment of $1164.00 to resolve this matter. I understand the timeline. Please mail the check to:
  
  
  ****** ****
  ** ** ******** **** **** *
  ****** ****** ** *****
  
  
  Thank you.
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  Date:06/03/2024

  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 put in a claim for my AC unit which doesn't seem to be reaching the desired temp levels based off my Nest on Monday May 27th 2024.. HWA chose a contractor that scheduled to check the AC on Friday May 31st. If any one has been to ATL they will know being without AC for 5 days is damn near life threatening. As well as if anyone is in residence it's illegal to not have AC fixed. So I contacted their customer service to see if I could get another contractor as not only where they scheduling me way out, the contractor also had very bad reviews on line for their lateness, no shows, no follow ups, etc. HWA refused to change contractors and advised they were a reliable company, ******** **** ****** Well they never showed up on that Friday. If they called, they never left a message so that's a no show on them, and HWA sends an email that say's you missed your scheduled appointment.' No we were there waiting, the contractor that I asked to be changed out for their lack of follow through missed the appointment. And meanwhile, it is now Monday June 3rd and still no contact from the contractor and AC still not getting cold. I put in a whole new claim as it appears the other claim is no longer active. SMH. Been a loyal customer for 7 years and this is how they treat us.

  Business Response

  Date: 06/07/2024

  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 May 27, 2024.  HWA assigned the claim to ******** **** ***** with an appointment scheduled for May 31. 

  However, on May 29, prior to the scheduled appointment, the customer corresponded with us stating, "I would prefer a new HVAC company I do not want to have ******** **** as they have really bad reviews." 

  As per section 2, Customer Service of the User Agreement, "We have the sole right to select the Authorized Repair Technician to perform the Service." 

  The customer has since placed a subsequent claim for service (claim no* ********), which was also assigned to ******** **** ***** who reported, "Roof top unit on 30th floor we cannot service. We also did not collect deductible." 

  As such, HWA has reassigned the claim to ***** **** ******** with an appointment scheduled for June 14 and therefore claim coverage will be determined upon receipt of the technician's diagnosis accordingly. 

  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: 06/14/2024

  
  
  Complaint: ********
   
  
  I am rejecting this response because:
  
  
  Again, the technician they sent is not bonded to go on the roof to indirect AC. I'm currently on phone with customer service furious! I'm requesting to find my own HVAC tech (who I did that can service roof ACs and come out today) ABCs get reimbursed by HWA and they are declining me to do so. They've already failed three times at finding me a tech and now they are declining me to find my own. Not to mention, the ***** tech they found me FORGED a (supposedly my) signature on a document. I'm in Los Angeles so how on earth could I have signed the doc.

  
  Just let me choose my own HVAC tech so I can get this fixed and cancel my account with HWA.

  
  Regards,
  
  
  
  **** *****

  Business Response

  Date: 06/17/2024

   

  Our most recent records indicate that HWA has honored the customer's request and has provided the customer with the Claim Reimbursement Process which allows them to select a technician of their choosing to submit the diagnosis for claim evaluation.  

  HWA also provided the customer with specific instructions to ensure proper reimbursement steps are followed.  As such, HWA will determine claim coverage upon receipt of their technician's diagnosis which may be provided to us online at ****************** 

  HWA requests this matter be closed. 

  Thank you,
  Lori J.
  Consumer Advocate 

  Customer Answer

  Date: 06/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Choice Warranty / Home Warranty of America is trying to scam me.  They gave me approval as per the above response from the company and per the email attached to choose my own HVAC Technician.  I had he tech out this week and they took all the relevant pictures required to move forward with approval for the reimbursement.  See attached video of them uploading pictures (video is too big it has been sent to my lawyer for proof). The Tech gave them / uploaded to their requested website all the requested docs and once they received We are scheduled for install of system tomorrow. I get a phone call from a Choice Warranty contactor (My contract with with Home Warranty of America not Choice) claiming they now want to come out tomorrow to install it themselves.  I asked them why the hell they now want to come out when I already had a contractor and the have already uploaded all the relevant pictures, information to move forward with install ( I uploaded some but couldn't' upload all pictures to this complaint.  I said I just need to get this fixed, why are they continuing to play games with me. They guy says we'll come out and fix it tomorrow. I don't want them to fix it so I call back immediately to the number they called me from ************ and I get Choice warranty customer service that transfers me to Home Warranty of America customer service. I ask the customer rep what the hell is going on, I don't want them to come out, I have my own contractor, I told her before she speaks I was recording the call.  Using App Record It, which records my phone calls and phone screen. She said Ok.  She agreed to being recorded.  I told her that I decline the contractor that Choice Warranty is trying to send me because I have already been approved by my HOA to use my contractor that I chose. She told me to hold on, she called my contractor and confirmed they were good to fix it. She also said for me to IGNORE the phone call from Choice's technician because they are not BONDED to service my AC on the roof. She then told me to hold, called my contractor again and confirmed with them they were approved to move forward. She also told ME I was approved to continue to move forward with my technician and to upload the receipt of work after they install it. ALL ON A RECORDED LINE.  Then I check my email and receive a new updated claim email with the 'new CHOICE contractor' I ignored it because of what the customer service rep said. Then the CHoice contractor calls me and I tell them not to come because I have already been approved, I also recorded that call, to have my contractor come by. I then Call HWA to find out what the hell is going on and also recored that call, where the customer service rep says that HWA took away my right to use my own contractor and I would now have to use the one they chose????? What they hell? I have now contacted my lawyer **** ******** at ******** *** because this is too much b.s.  I have sent him all the back and forth correspondence and recordings, emails, etc.  I will move ahead with my own contractor as per the email attached giving me the option to choose my own contractor for reimbursement.  If they refuse to reimburse me, I will move forward with a lawsuit. 
  
  
  
  Regards,
  
  
  
  **** *****

• Initial Complaint

  Date:06/03/2024

  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 called today to cancel because no reputable company wants to work with you and nobody took my claim. Tried to find someone else but no technician said they wanted to work with you. I sent it back and the claim was picked up by someone who just said “hello?” with kids screaming in the background and couldn’t find this “company” anywhere online. Cancelled the claim and just fixed it myself.
  It’s ridiculous I’m paying for something and you can’t even get someone to come out.
  
  Today I called to cancel, was on hold for someone for 13 minutes. Then said she can’t help and had to stay on hold and wait for a calllback again.
  
  That agent, LaToya, started arguing with me. I said to stop arguing and just cancel. She placed me on hold and started arguing again. I told her to just cancel. She then said she can cancel per today but I wouldn’t get a refund and I’d need to call back. I’m not going to deal with this again just to be treated so incredibly rude. I said to cancel at the end of the period. She said she couldn’t do that either. I asked for a supervisor. She just kept repeating the same thing over and over and over and over and talked over me the whole time. I requested a supervisor 10 times. I did lose my cool at the end because how incredibly rude and unprofessional she was.
  
  I do not know if my policy has been cancelled. I need it cancelled asap and actually I’d like a refund of the last two months now because you couldn’t get anyone to come out, fixed it on my own dime, and I just paid another month and apparently you can’t keep my service active for another month and then cancel it. I was going to let that go but not after today and how that agent talked to me.

  Business Response

  Date: 06/05/2024

  
  
  Home Warranty of America (HWA) apologizes for any
  frustrations the customer may be experiencing regarding their policy (no.: *****************
  
  Our records indicate that the policy was terminated per the
  customer’s request as of 6/3/24. A confirmation email regarding such was also sent
  to the customer the same day. As for a refund, the customer was a monthly
  policy holder and did not prepay for coverage. Therefore, there was no refund
  due at cancellation.
  
  Nevertheless, HWA is pleased to honor the customer’s request
  to refund the last two months of the policy in the amount of $192.12 (2 x $96.06).
  Funds will be issued back to the original method of payment on file. Please
  allow up to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer Answer

  Date: 06/12/2024

  
  
  Better Business Bureau:
  
  
  The refunds were posted today and you can close this case. Thank you for your support. 
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:06/03/2024

  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.

  Cancelled the contract on sale of house (address showing on this complaint). I tried to call earlier than the house close date, was told that I had to call back on close date. So I did, on 3/27. I was told it would be cancelled. I believe I was told that the payment I made on 3/25 was not refundable. The contract date ran through 4/24/24, I was on the monthly payment plan. I was just getting ready to pay my credit card bill for charges from 4/25 through 5/24, and saw that I'd been charged on 4/25 for $108.83 for a property I no longer own. Not sure how they validated by credit card, since the address and zip code changed on that credit card. I checked further, and saw they charged me again on 5/25 $108.83. There is absolutely no way to cancel this on the web site. I absolutely did NOT renew the contract, though it shows that the contract is active and now runs through 4/24/2025! There is no option on the web site for "auto-renewal" so I can only conclude that this company makes this purposefully difficult to cancel, if not outright impossible, and near-impossible to even "not renew." Will be disputing the charges on my credit card, will report this as fraud if it doesn't get resolved ASAP.

  Business Response

  Date: 06/07/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding policy cancellation (policy no. IL03-SA01714256. 

  Our records indicate that the customer contacted us on March 27, 2024, to process a cancellation of their policy. However, the policy remained active due to system error. 

  On June 3, the customer contacted us, and the policy was successfully cancelled per their request.  *** has also authorized a refund in the amount of $217.66 to account for paid premiums in the amount of $108.83 for the months of April and May accordingly.  The refund will be credited to the customer's card ending in 0854 within 7-10 business days. 

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:06/03/2024

  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.

  HWA Claim #******** Filed on 4/22/2024 It was assigned to Prompt Appliance Repair by *********** with HWA since they assigned the technician and will take no remedial action.There were issues from the beginning. They do not respond at all. Even when *** contacted them and asked then to contact me, they did not. Prompt Appliance Repair setup an appointment to come out on 5/7/2024 to do the repair and replace the part through HWA. I confirmed with ******** in advance with Prompt Appliance Repair that they had the part. Technician arrives and we find out the part was never ordered. No contact or response to calls or emails. Then Prompt Appliance Repair setup an appoint for 5/28 to again come out and replace the part. No contact and no technician arrived for the appointment. I just got off the phone with HWA customer support to find out that Prompt Appliance Repair sent in to HWA last Wednesday (5/22) an update the part was on back order. They never contacted me or cancelled the appointment. And quite honestly, I felt your support person on the phone did not really care. She would take no action. I was refused to ability to talk to a lead or supervisor about it. My only option to have it re-assigned would cost me the $100 fee. What has happened to your customer service HWA?I believe that Prompt Appliance Repair is not being honest. They have misinformed me before about the part and will not communicate with me. Why will someone from HWA follow up with them on the part order? Get an order number to confirm it. At this point that should not be unreasonable. I mean, if the part was on backorder, should they have not known that on 5/7/2024 when they came out before without the part and ordered it? Why did they find out a week ago and just tell ***? The number they have listed *************) is disconnected now which is also an issue. Please help escalate this issue. It does not sound at all valid and they only seem to talk to you HWA.

  Business Response

  Date: 06/05/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dryer claim (no.:13470954).
  
  On 5/14/24, HWA authorized Prompt Appliance Repair LLC to replace the board, thermistor and thermostat. Although please accept our apology as there was a delay in receiving the board that the technician reported is still on back order as of 5/31/24. Please refer to section Limits of Liability (1) of the user agreement, Delays: 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.
  
  Therefore, after further claim review, *** has offered the customer cash back in lieu of replacement in the amount of $458.00. Please refer to section Limits of Liability (9) of the user agreement, We have the sole right to determine whether any Covered Item will be repaired or replaced. Parts and replacements will be of similar or equivalent quality and efficiency to those being replaced, subject to all other provisions of this Contract. Where replacement equipment of identical dimensions is not readily available, We are responsible for providing installation of similar quality equipment but NOT for the cost of construction or carpentry made necessary by different dimensions. We are not responsible for upgrading or matching color or brand.
  
  Notification was emailed to the customer today (6/5) with a link to begin the replacement process. Funds are emailed in the form of a Lowes ****** Card and subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 06/06/2024

  
  Complaint: 21786192
  
  I am rejecting this response because: The cost to replace the dryer is a lot more than the 458 dollars offered.  I am not interested in a replacement.  I am interested in getting the name brand dryer I have now repaired.  I decline the lower offer to replace the dryer.  Also, at this time I still have had no one contact me about this issue.   I did get an automated email, but still no one has taken the effort to call me or look into this issue any further.  Has someone actually gotten the part number from the technician and order number to verify the order?  Has anyone tried any other sources for the replacement part?   The offer does not cover the cost to replace it so your solution and continued lack of contact with me do not represent a realistic solution.
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 06/11/2024

  **********************,
  
  We apologize that the customer is still dissatisfied. However, the policy states, We have the sole right to determine whether any Covered Item will be repaired or replaced.Although the customer declined replacement.
  
  Please be advised that the customer has a ******************* Dryer. Therefore, *** will extend a final offer towards replacement in the amount of $549.99. Funds can also be issued in the form of a check so the customer may use the funds at a retailer of his choosing.Should the customer choose to accept as resolution to this complaint please have the customer email *********************************************************************************.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 07/08/2024

  
  Complaint: 21786192
  
  I am rejecting this response because:I was unable to respond until now due to a medical issue.  I would like to update the status to declined with the following comments.  Please let me know what steps are needed to do this or if I need to resubmit the complaint
  
  "At this time, I am declining this offer.  The $449.99 offered ($549.99-$100 fee already paid) is less than half the replacement cost of the dryer with similar features.  Even on sale, the lowest cost I see for a dryer with the same specifications/features is closer to $800 and that does not include taxes, delivery, or setup.  So I would still be out of pocket $400-$600 of my own money to actually replace the dryer.  I am afraid I cannot cover these costs, so would ask that you move ahead with repairing my current dryer.
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 07/09/2024

  ********************,
  
  As we are unable to repair the dryer, the customer has been offered cash back in lieu of replacement in the amount of $549.99. However, he has declined. Please refer to the terms and conditions section Limits of Liability (9), We have the sole right to determine whether any Covered Item will be repaired or replaced.
  
  There is no further action that HWA can take at this time. We have complied in full with the terms and conditions of our contract. The customer refuses to do the same. Since the customer wishes to escalate this dispute, he needs to follow the procedure for Resolution of Disputes outlined in his contract.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

• Initial Complaint

  Date:05/31/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer for since 2017. Three years ago I had to had to have my ** replaced, which went through HWA. Every year since then I have had to call HWA and have someone come out because the ** wasn't working. I had complained about this last year, but no one from *** responded. This year again I called because the ** wasn't working. I ended up calling a HV** that was not contracted through HWA and it was determined that when the unit was installed, there were things that were not done correctly and that is why I have had problems every year. I am now having to pay $2700 dollars to get things corrected. My complaint is that *** contracts with mediocre service people, and they don't listen when customers bring up that keep happening every year. I am looking for reimbursement from HWA for the cost that I had to pay to get my ** repaired correctly.

  Business Response

  Date: 06/07/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 13912392). 

  Our records indicate that the customer placed their claim for service on May 24, 2024, stating that the unit is not cooling properly. *** assigned Formular Air HVAC to the work order with an appointment scheduled for May 29. However, to date, a diagnosis has not been provided to us. 

  With regard to the customer's request for reimbursement, *** does not provide reimbursement for unauthorized repairs. Additionally, HWA is not liable for any potential negligence on behalf of our contracted service providers. 

  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." 

  As per section 15, Limits of Liability of the **** Agreement, "You understand and agree that We are not a contractor. We will not be the
  Authorized Repair Technician and We will not perform the Services under this Contract. We engage third-party, independent contractors to service homes under the Contract. We will subcontract with Authorized Repair Technicians that meet Our standards. You understand and agree that We: (i) are not liable for the negligence, omissions, or other conduct of the Authorized Repair Technician; and (ii) are not an insurer of the Authorized Repair Technicians performance." 

  As such, the customer's request for reimbursement has been denied in accordance with the terms of the contract.  

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

  Thank you,

  ************
  Consumer Advocate 

   

  Customer Answer

  Date: 06/07/2024

  
  Complaint: 21785580
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  Will Fields

• Initial Complaint

  Date:05/28/2024

  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.

  05/23/24... a vendor sent by HWA came to evaluate an A/C issue. The technician stated he could not complete the task because the coils were frozen. Next availability would be 06/03/24. I found out via several other HVAC companies that the tech could in fact work immediately to thaw the coils and complete the service. Details from the tech to complete the service were not provided to HWA in the allotted time period (2 hours). I called to file a complaint and was told a manager would call me back. That never happened. I also paid $100 for the deductible and the tech did nothing. I am being told a new service charge of $100 will need to be paid if a new company is sent out. I should not have to pay again, if the tech left a job he could have completed. I was also treated rudely via phone by HWA agents and lied to about the availability of managers that could provide additional assistance.

  Business Response

  Date: 05/29/2024

  .,

  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 May 21, 2024. HWA dispatched FTM Heating and Cooling to the customer's home to submit the diagnosis who reported that the system is low on refrigerant. 

  As such, HWA requested that the technician perform a nitrogen leak test with bubbles to confirm the leak location, in addition to providing photos of the data tags in order to complete claim evaluation. 

  On May 23, the technician reported that the right side of the coil is frozen and that the coil needs to be thawed in order to complete the required testing.  However, to date, the technician has not provided any additional information to us.  

  As per section 1, Limits of Liability of the User Agreement, "Problems cannot always be diagnosed and repaired on the first Service visit. We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs." 

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

  Due to the technician's refusal to provide this information, HWA has waived the service call fee and has returned the claim to dispatch for reassignment of the work order accordingly.  At this time, the customer should await correspondence from HWA with new scheduling details. 

  Thank you,

  Lori J.
  Consumer Advocate
  

  Customer Answer

  Date: 06/10/2024

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

  Hello,

  We have reached out to the email provided, requesting to speak via phone for clarification as to what can be done if we choose to proceed. However, we do not have a warranty contract with Choice Home Warranty. Our warranty agreement is with HWA. We are confused by why that company is responding to our claim, and also about what is going on and don't want to agree to anything without clarification. As we already feel we are being deceived based on the information provided to us by the authorized service technician provided by HWA themselves. He has stated, charges are not generally this expensive for this service scenario. I have attached a response showing the disregard of my request to speak and gain clarification. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  ****** **********

  Business Response

  Date: 06/11/2024

  It should be noted that HWA is a subsidiary of Choice Home Warranty (CHW).  

  The customer emailed me yesterday requesting follow up with a telephone call. As such, I contacted the customer and provided further clarification of their options to move forward. They were advised that they may either accept the non-covered charges and HWA will effectuate replacement with our contracted service provider, or they may elect to move forward with their own technician and HWA will authorize reimbursement in the amount of $650 upon receipt of a paid repair invoice accordingly. 

  The customer informed me that they would think about their options and follow up with me.  They may confirm their acceptance by contacting me via email at ****************************** 

  HWA requests this matter be closed. 

  Thank you,

  Lori J.
  Consumer Advocate 

  Customer Answer

  Date: 06/12/2024

  [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 have agree to the terms under what I feel is duress. HWA has provided zero proof of what I am getting for the annual fee I have paid for warranty coverage, nor have I had the $100 claim applied to my final bill. They have provided zero information or service for their fees. I have spoken with the technician provided to move forward at a price we negotiated for $2000. Based on both breakdowns of pricing provided, I am left with everything. After paying for coverage and a claim fee. They have done nothing but be rude and disregarding. Terrible company with poor customer service 
  
  
  
  Regards,
  
  
  
  ****** **********

• Initial Complaint

  Date:05/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer since 2018 for this home **********************.. Over the years Ive used it approximately twice had no problemsNow that the appliances are getting older they dont want to warranty my appliances. Currently I have 3 open claim where each time a person comes out in charge a service fee of $85 and I paid it but now not one of the three claims are been fixed or replaced which is what my contract statesive been going through this since September of 2023?with this company asking for supervisors help and being told they dont have any Whats my next steps?

  Business Response

  Date: 05/29/2024

  **********************,
  
  Home Warranty (HWA) apologizes for any frustrations the customer may be experiencing regarding her policy. However, there are no active claims open at this time. Please have the customer provide the three claim numbers in which she is referencing so we may address her concerns accordingly. 
  
  Thank you,
  ********************
  
  

• Initial Complaint

  Date:05/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company omits information in their home warranty contracts to stall payments. I entered into a contract with this company in 1/22/24. My refrigerator went out on 4/25/24 the repair people came out on 4/26/24 and 4/27/24 before deeming it unrepairable. I received an email stating such from HWA on 5/11/24. I am now being told by their customer service that it will be an additional ******************************************* check. Meaning i will be without a refrigerator till at least mid June. I have medication that must be kept refrigerated and the cost of eating out until them does not fit into my budget as i an a disabled veteran and am on a budget. I have already had to/ throw out all the food that was in the refrigerator previously. I looked in the contract and it does not state a 30 day processing period nor was that told to me when i was sold the policy. That amount of time for a essential appliance in a home is unsatisfactory. The replacement needs to be replaced in a suitable amount of time and customers told about this during the sales to allow customers the option of going elsewhere. I Will be ensuring that i let my friends and others know about this practice

  Business Response

  Date: 05/28/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 13530621). 

  Our records indicate that HWA approved replacement with a buyout in the amount of $986. 

  As per section 7(O), Limitations and Exclusions of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacements will be of similar or equivalent quality and efficiency...we are not responsible for upgrading or matching color, brand or dimensions) in the amount of Our actual cost, which may be less than retail, to repair or replace any covered system, component, or appliance." 

  The customer accepted the buyout on May 17 and the check is currently processing, which can take up to 30 days. Please note, *** is unable to expedite payment.  

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

  Thank you,

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