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:05/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased warranty July, '23 for $930. I filed a claim for a sparking microwave on 3/21/2024. Tech came out, diagnosed that it was not repairable and they were sending in the report. I checked status on 4/3/24 and again on 4/11/24 at which time they told me the tech said I refused to pay the service fee. I offered documentation that payment was processed by the technician. HWA rep said she would let me know if they needed any addl info and apologized for the inconvenience.
  5/21/24 called to follow up. They said because it has been 30 days they had to close the claim and they are unable to reopen it. They said I would have to file a new claim and would also have to pay the $100 service fee again. It is not realistic to believe they are locked out of their own system. Each rep said there was nothing I did wrong, however that there is nothing they can do.
  
  on 3/22 when the tech (***** *** *******) told me he reported it as not repairable and that it was a fire hazard and we could not use it and that they would just have to reimburse me for a replacement. The tech showed me that it was approved for repair or replacement up to $250. Since HWA had not been quick to address things timely and it had been close to a month that we had been without a microwave, I replaced it, trusting that eventually I would receive the reimbursement from HWA. Now they are telling me that replacing it voided the claim. If it was approved on 3/22/24 for repair or replacement up to $250, then HWA should at a minimum honor that.
  
  Further, I spoke to "Nick the Resolution Manager in Florida", as he reported his title. He refused to let me speak to his supervisor. He insisted that he reported directly to the CEO. I have reviewed the org chart and he is not even in the top 20. I do not ever appreciate being lied to.
  
  Note: There were 3 of 5 other claims filed that were never resolved because no technician was ever dispatched.
  
  I am seeking resolution.

  Business Response

  Date: 05/29/2024

  
  
  Home Warranty (HWA) apologizes for any frustrations the
  customer may be experiencing regarding their microwave claim (no.: ********).
  
  On March 21, 2024, the customer placed a claim stating that
  the microwave was sparking and randomly arcing when in use. HWA dispatched the
  claim to our vendor network and scheduled an appointment with *** *******
  Service for 3/22/24.
  
  On 4/3/24, the technician informed HWA that the customer
  refused to pay the service call fee unless he approved replacement. Please
  refer to section Customer Service (3), “You must pay the Trade Call Fee for
  each Service Request in advance of any Services being scheduled. The Trade Call
  Fee applies to each Service Request dispatched and scheduled, including but not
  limited to those Service Requests wherein coverage is deemed excluded or denied
  under Your Contract. The Trade Call Fee is due if You fail to be present at a
  scheduled time, or in the event You cancel a Service call at the time when the
  Authorized Repair Technician is on the way to Your Covered Property, or already
  at Your Covered Property. Failure to pay the Trade Call Fee will result in the
  suspension of coverage until the proper Trade Call Fee is paid in full. After
  the Trade Call Fee is paid, coverage will be reinstated; however, the Coverage
  Period will not be extended to cover the suspension period.”
  
  Upon speaking with the customer on 4/11/24, she confirmed
  that she paid the service call fee late due to unforeseen circumstances. As a result,
  HWA contacted *** ******* Service to reschedule the appointment. After 30
  days of inactivity, the claim was closed.
  
  HWA did not hear from the customer regarding this matter
  again until 5/22/24 wherein she stated her unit was not fixed. Please be advised
  that we did not receive any diagnosis from *** ******* Service nor were we
  aware a new appointment wasn’t scheduled. The customer also confirmed that she
  replaced her microwave. Please refer to section Customer Service (2), “We will
  not reimburse for any services performed without Our prior approval.”
  
  Nevertheless, please have the customer email proof of
  purchase to ********@******************.com for further claim review.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.
  

  Customer Answer

  Date: 05/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There are false statements in the response and there was no offer of resolution. 

  AT NO TIME did I require, state, imply, indicate, or hint to the technician that I would not pay until or unless he submitted to HWA that the microwave needed to be replaced. That is false and defamatory.  The technician volunteered that it was irreparable and a fire hazard.  When I asked if they replaced microwaves that could not be repaired, he said they did not and that HWA would send a reimbursement.  I did not refuse to pay the service technician in any way.  I offered to pay by cash, check or card, whichever was easiest for him.  He then told me credit card was preferred and that he sent it via text.  I told him that might be a problem because there have been delays in receiving text messages. I suggested that he resend it to my email.  He fumbled on his phone for a while and I assumed he was trying to resend the invoice.  I periodically showed him my phone and that no text had come through.  I offered again to write a check or pay cash or for him to email for me to pay via credit card. After about 15 minutes confirming the text not coming through, he he just walked out of the house without a word.  The text finally came through that night (see attached) at 8:21pm.  I first saw the text around 5:30am and paid it at that time. 

  I have offered a very reasonable and fair settlement to pay $250 towards the replacement - the amount already pre-approved by HWA as stated by the technician.  Under normal circumstances if HWA had not failed to acquire the report, I would have requested the full cost to replace, $269 for the microwave, plus $149 for installation.  This would have been approved under my contract.  The replacement that was purchased AFTER the technician informed me of what he said he reported to HWA and it was the least expensive option that was equal or lesser value than the original.  The value of the original microwave was approximately $1100.   I am being more than fair.
  
  
  Regards,
  
  
  
  ******** *******

  Customer Answer

  Date: 06/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  
  
  HWA has not proven that they are not responsible for the replacement of the microwave. I have volunteered all documentation as requested.  HWA has provided no documentation to support their argument.  The HWA must not have not reviewed the entirety of the last message as the copy of the receipt was provided.  Again, the issue and errors were not with anything that I did and were with your service tech vendor.  I have no control over your vendor. I have provided proof that their vendor would not accept payment while on site.  I have provided proof that the service fee was paid and processed.  I have provided proof that your service tech vendor was not truthful when they indicated my refusal to pay.  I have provided proof that you preapproved up to $250 for the repair or replacement of the microwave as evidenced on the service invoice.

  HWA cites "payment in advance of any services being scheduled," and this was certainly followed. The call on 4/11 with the HWA representative said it was their responsibility to follow up with the service tech.  HWA is indicating that have not followed through with their service tech vendor.  

  Please provide documentation of all communication with with the service tech.  

  Please provide any documentation of services that were scheduled prior to payment to the service technician vendor

  Please provide documentation of specific services that were awaiting my payment

  Please provide proof that HWA was going to come to a different conclusion than what the service tech informed me that (1) the microwave was not repairable, (2) that it would need to be replaced, (3) that HWA would have sent a check for reimbursement for an amount no less than $250.

  Please provide proof of the diagnosis you received from the service tech vendor as you should have had ample time to collect this.  Please be sure the date is clearly marked.

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

  Business Response

  Date: 06/18/2024

  
  
  As for the customer’s requests, we are unable to provide our
  proprietary information to the customer. Additionally, HWA did not receive a
  diagnosis from ***** Home Services for this claim. The customer also confirmed
  that a new unit was purchased. Although HWA does not reimburse for services
  performed without prior approval, we haves requested proof of purchase in all
  three of our responses for further claim review. We still have not received
  such to date.
  
  Should the customer wish to have her invoice reviewed for potential
  reimbursement she will need to email proof of purchase for the microwave she
  bought to ********@******************.com.

  This matter should be closed.
  
  Thank you,
  Michelle C.

• Initial Complaint

  Date:05/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Home Warranty of America has denied a claim for an HVAC Repair/replacement that is covered under their contract. I was assigned an appeals manager and set an appointment, and the manager did not contact me. Customer Service has refused to help me in any way.

  Business Response

  Date: 05/28/2024

  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 11, 2024. HWA dispatched *** ******** ********* **** to the customer's home to submit the diagnosis. Upon inspection, CHW approved clearing of the drain line.  However, on May 15, a recall was placed with the technician for reinspection of the system. 

  On May 16, the technician reported that there is water coming out of the air handler and fan.  He further reported that there is bacterial overgrowth on the entire unit and that the system is rusted over due to the drain lines, in addition to the ductwork being damaged and exposed with missing insulation and holes throughout.  The technician listed the cause of failure as, "lack of maintenance".  

  Based upon this information, HWA denied claim coverage as the failures were not a result of normal wear and tear.

  As per section 6, Limits of Liability of the User Agreement, "We are not responsible for consequential or secondary damages. This includes, but is not limited to, repair of conditions caused by any of the following: chemical or sedimentary build up, insect infestation, mold, mildew or bacterial manifestations, misuse or abuse, theft or vandalism, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, intentional acts, riot, lightning, mud, earthquake, soil movement or settlement, storms, accidents, pest damage, Force Majeure events (as defined below), failure due to excessive water
  pressure, or any other perils not considered loss or damage due to normal wear and tear." 

  The customer appealed claim outcome and was provided with a Case Manager for appeal handling on May 17. The customer was provided with the option of either scheduling an appointment with the Case Manager, which they declined, or contacting them directly at ************* **** ****. Nonetheless, HWA stands on the determination as the failure was not a result of normal wear and tear.  

  With regard to the customer's request for reimbursement of the service call fee with regard to claim no. ********* the service call is paid to the service provider upon request for service and is not reimbursable.  Further, HWA did not collect the service fee and therefore their request has been denied accordingly.  

  As per section 3, Customer Service of the User Agreement, "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."

  Additionally, HWA is not liable for any potential negligence caused on behalf of our contracted service providers, nor are we liable for consequential damages. 

  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." 

  No further action will be taken. 

  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: 06/11/2024

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

   

  The issues with the air handler never would have happened had the ORIGINAL service call been completed in the manner that it was supposed to have been. At this point, HWA-FL needs to replace the unit as outlined in their terms and agreements.

  Due to the bacteria growth, I am willing to remove the air handler, condenser, and all ductwork. HWA-FL is responsible for having a I also have NEVER declined a call with a case manager, and in fact, I have spent well over 5 hours trying to contact a case manager through extensions listed on their emails, through HWA's messaging portal, and sending direct emails, and took well over 2 weeks before i was able to receive any kind of response.     If HWA does not honor their contract, I will be pursuing Legal action, along with making reports to Florida Department of Financial Services (DFS) and Florida Department of Business and Professional Regulation. 
  
  SEER/R-410A equipment and/or 7.7 HSPF or higher compliant and plenum, indoor electrical and duct
  connections and air handling transition when requiring SEER or R-410A compatibility changes”
  
  
  
  
  
  Regards,
  
  
  
  ****** *******

  Business Response

  Date: 06/12/2024

  HWA is not liable for repair due to conditions caused by
  mold, mildew or bacterial overgrowth, nor does the policy provide coverage for repairs
  caused by water damage.  The technician
  reported that there is bacterial overgrowth throughout the entire unit and that
  the system is rusted over due to water damage from the drain lines.

  Per section 6, Limits of Liability of the User Agreement,
  “We are not responsible for consequential or secondary damages. This includes,
  but is not limited to, repair of conditions caused by any of the following:
  chemical or sedimentary build up, insect infestation, mold, mildew or bacterial
  manifestations, misuse or abuse, theft or vandalism, failure to clean or
  maintain as specified by the equipment manufacturer, missing parts, structural
  changes, fire, freezing, electrical failure or surge, water damage, … or any
  other perils not considered loss or damage due to normal wear and tear.”

  Therefore, the claim remains non-covered, and no further
  action will be taken.

  Since the customer wishes to continue their dispute, they
  may refer to the procedure for Resolution of Disputes as outlined in the
  contract.

  This matter should be closed. 

  Thank you,

  Lori J.
  Consumer Advocate 

• Initial Complaint

  Date:05/23/2024

  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 only options given were 2 free mths of contd service or to receive 495 for a 2500 refrigerator for a leaking ice maker.Pls see doc below.Tech stated there is no permanent resolution,the part could not be ordered,tech expects it will leak again. Icemaker has leaked and buckled wood floor in kitchen.But because the unit is not leaking CURRENTLY the company won't replace it.I was told by the resolution dept I was sent to at Home Choice I would receive full replacement, however today she said I will not& that her colleague was wrong to state. I deserve full replacement.
  Documentation between tech and HWA- names& # removed
  05/17/2024 11:45 AM: While I was installing parts. I found the water fill tube for the icemaker was frozen and it caused water is backing and flowing to the floor. The tube has installed in the cabinet shell above the icemaker. I thawed it temporarily but it would freeze again. Customer concerns floor would be damaged again. There is no replacement parts and no solution at this problem. Replacement options is recommended. (05/17/24 11:56 AM) working(05/17/24 01:45 PM) WO: has been closed. unit is running - HWA Authorization Team 05/17/2024 09:15 PM: The reason of Customer contacted HWA is in the additional note made on 5/17 by me and she expects the unit should be replaced.The unit is running but would act up later. No need to revisit. (05/18/24 08:49AM) Additional note added in Diagnosis Screen:Company Name:
  05/21/2024 08:45 PM: Customer wants to replace the unit due to unsolved issues permanently. HWA RESOLUTION MANAGER CALLED ME TO BLAME THAT I DIDN'T MENTIONED AS THE UNIT HAS TO REPLACEMENT and that's the reason why HWA DIDN'T offered the buyout to Customer.. Customer concerns the future problems that water would be leaking from ice maker fill tube soon and would damaged the floors. She continues to open recall again until HWA OFFERS THE
  BUYOUT. AGAIN THE UNIT HAS TO BE REPLACED PER YOU RESOLUTION TEAM AND YOUR MUTUAL CUSTOMER.

  Business Response

  Date: 05/23/2024

  
  
  Home Warranty of America (HWA) apologizes for any
  frustrations the customer may be experiencing regarding their refrigerator
  claim (no.* **********
  
  Our most recent records indicate that HWA offered the customer
  cash back in lieu of replacement in the amount of $1,199.00. Notification was
  emailed to the customer today (5/23) with a link to begin the replacement process.
  
  Please refer to section Limits of Liability (9), “Repairs/Replacements:
  We have the sole right to determine whether any Covered Item will be repaired
  or replaced. Parts and replacements will be of similar or equivalent quality
  and efficiency to those being replaced, subject to all other provisions of this
  Contract. Where replacement equipment of identical dimensions is not readily
  available, We are responsible for providing installation of similar quality
  equipment but NOT for the cost of construction or carpentry made necessary by
  different dimensions. We are not responsible for upgrading or matching color or
  brand.”
  
  Funds are issue in the form of a ****** E-Gift Card and
  subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer Answer

  Date: 05/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Due to ongoing conflicting information I will await receipt of gift card before accepting this report. We were not offered this amount earlier today. We were initially told we we would receive full replacement value when we spoke to HWA yesterday. This morning we were told 495.00 would be the maximum in reimbursement. We then filed a complaint with BBB this afternoon. We greatly appreciate BBBs intervention and work. This evening we received the email from HWA offering 1199.00 to be sent via gift card (which we accepted) even thought it is not full replacement value of approx 2000.00 or more. However, we would like to move on from working with this company. I will await receipt of the 1199.00 gift card before accepting this response  Again, we don’t consider this resolved until we actually receive the funds. 
  

  Additionally, per HWA policy is there a penalty for canceling the service after receipt of funds?

  Kind Regards,
  
  
  
  ****** ******

  Business Response

  Date: 06/05/2024

  
  
  The customer accepted replacement in the amount of
  $1,199.00. As for her inquiry regarding a penalty for cancellation after she
  receives the funds, the customer is a monthly policy holder. Therefore, there
  is no penalty at cancellation. As resolution has been met, and payment is
  subject to 30 days processing, there is nothing further for HWA to do at this
  time.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C. 

  Customer Answer

  Date: 06/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  I understand that is the company’s desire this complaint be closed. However, I am not comfortable closing  out this complaint until I have the agreed upon funds in hand. I was told my refrigerator would be replaced, then I was told it would not be, and then I was told I would receive 499.00 for a 2500.00 refrigerator. I am awaiting the agreed upon 1119.00. Due to the company’s inconsistent follow through it would be unwise to close this complaint until I actually receive the funds in hand and I have not in the last two weeks:

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

• Initial Complaint

  Date:05/22/2024

  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.

  Hello, I reached out to warranty company to diagnose an electrical problem with lights upstairs in my home. The technician came after waiting 1 week, they said they needed to do further test for diagnosis. Warranty company vlaimed its not covered with out my issue being diagnosed. I was charged $100 which is the standard rate for any electrician to come out. I need this problem diagnosed immediately! Case manager will not call back and I keep getting bad extensions for them to call.

  Business Response

  Date: 05/24/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the electrical system claim (claim no. 13650873). 

  Our records indicate that the customer placed their claim for service on May 6, 2024. HWA dispatched ****** ******************* LLC to the customer's home to submit the diagnosis. Upon inspection, the technician reported a break in the wiring with recommendation of performing wire tracing to determine the location of the break.  

  *** 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 there is a loss of power in the home due to a fault/break in the wiring. The technician will need to perform wire tracing to find and diagnose the failure for repair. This is not a normal wear and tear failure. Please refer to section Limits of 6 of your policy." 

  The customer appealed claim outcome and was provided with a Case Manager for appeal handling. However, to date, the appeal has not been completed.  Nonetheless, HWA stands on the determination as wiring does not break behind a wall under normal wear and tear conditions.  

  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:05/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with them for my Hot Water Heater on February 6, 2024, I heard the technician Drain Dude that they would come out on February 15th, they came out and took pictures and said it needed to be replaced. I have called HWA and Drain **** every other day since then, I have gotten very little response from either party, at the beginning of April I heard that he had the tank and would be out to replace it. But he never came out to replace it and I haven't heard anything more from Drain Dude even though I call and leave messages every other day. When I call HWA, they tell me that they have reached out to the technician and I should hear back within ***** hours but still nothing. They don't seem to care that I have not had hot water since February and have not been able to tell me as to when this issue is going to get resolved. It is tiring and frustrating to make the phone calls and not to be able to get anywhere with either company, but are really good about calling to remind me to pay for my homeowners insurance, I finally told them that I would pay, when they get the hot water heater replaced.

  Business Response

  Date: 05/22/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 12658670). 

  Our records indicate that the customer placed their claim for service on February 6, 2024.  HWA dispatched The *********** **** to the customer's home to submit the diagnosis.  Upon inspection, HWA authorized replacement on the water heater.  

  On March 11, the technician updated the claim indicating, "Spoke with customer. Let the customer know I found a water heater that would fit in her closet. Water heaters approximately week and a half to two weeks out. There is a restriction. on the opening of the closet where the water heaters at. So therefore, I do have to order a special water heater. Customer was OK with update." 

  HWA contacted the technician on several occasions requesting they provide status of repair, however they've been unresponsive to our requests. 

  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 Technicians performance." 

  Nonetheless, in goodwill and in lieu of awaiting reassignment of the claim, *** is pleased to offer the customer reimbursement in the amount of $1,275 with a paid invoice, which represents ***'s authorized cost of repair in the amount of $1,175, in addition to reimbursement of the service call fee in the amount of $100, should the customer wish to proceed with having the unit replaced by their own technician. 

  Please note, the customer's policy is currently past due in the amount of $51.85. In order to move forward with either reassignment of the claim or acceptance of our offer to receive reimbursement of $1,275, the customer is required to bring their account current and into active status.  

  Should they wish to proceed with reassignment or acceptance of our offer to resolve this matter, they may contact me directly at *******************************************.  All payments are subject to 30 days processing. 

  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:05/18/2024

  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.

  My washer broke and *** decided to replace it rather than pay for the repairs. They gave me a replacement settlement of ****** dollars. I contacted them to let them know that there is no washer with the same description and capabilities and capacity that cost $******$ with how inflation is I could not find a washer under 700 that has the same description as the washer that I had that broke. This offer is completely unacceptable and a waste of my time. I do not know how they think this type of offer is even in any way acceptable to their customers. Claim # ********

  Business Response

  Date: 05/21/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their washer claim (no.: 13143143).
  
  Based on the diagnosis received from A&E ******************* offered the customer cash back in lieu of replacement in the amount of $343.00. However, the customer declined. Please refer to section Limits of Liability (9), Repairs/Replacements: We have the sole right to determine whether any Covered Item will be repaired or replaced. Parts and replacements will be of similar or equivalent quality and efficiency to those being replaced, subject to all other provisions of this Contract. Where replacement equipment of identical dimensions is not readily available, We are responsible for providing installation of similar quality equipment but NOT for the cost of construction or carpentry made necessary by different dimensions. We are not responsible for upgrading or matching color or brand.
  
  The customer has a 4.3 cu. ft. Ultra Large Capacity Top Load Washer with ******************** 8 wash program 9 options and 3 soil levels.Therefore, HWA will increase replacement to $499.99. Should the customer choose to accept as resolution to his complaint please have the customer email mcintron@************************************.Payment is subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************
  

• Initial Complaint

  Date:05/17/2024

  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.

  Details of the Incident:Claim Date: September 2023 HWA Claim Number: ******** Dispatch Number: ******** Authorization Number: auth72717999 Invoice Number: ********* Outstanding Balance: $205 Issue: HWA approved a water line repair in my home and My Georgia Plumber completed the service. An invoice was submitted to HWA, but they have not paid it. When I contacted ***, they advised me not to pay the invoice and stated they would not reimburse me. My Georgia Plumber has made multiple attempts to contact *** without success and has ceased their partnership with the company.Impact: This has left me responsible for the balance of the invoice, which *** was obligated to pay under the terms of my home warranty agreement.Resolution Sought: I am requesting the BBBs intervention to facilitate a resolution where HWA honors their financial commitment and pays the outstanding invoice. I believe this matter reflects poorly on HWAs business practices and their commitment to customer service.

  Business Response

  Date: 05/24/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 10651912). 

  Our records indicate that repair was approved based upon the service provider's agreed price guide when signing up as a contracted vendor with ***.  

  Nonetheless, as a gesture of goodwill, *** is pleased to offer the customer reimbursement in the amount of $205 upon receipt of a paid invoice/receipt confirming payment.  The customer may provide the documentation to me via email at *******************************************.  All payments are subject to 30 days processing. 

  Thank you,

  ************
  Consumer Advocate 

   

   

• Initial Complaint

  Date:05/16/2024

  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.

  On 04/16/2024 we submitted a claim for our stove that stopped working. A ******* came out two days later and said he would have to order the (2) parts. One month later we are still waiting on one of the two parts. The service provider has been radio silent since 04/27/24 and the Home Warranty website shows that our claim has *** resolved. Although I have reached out to the organization I continue to be told that I can get $500 (which is not even enough to cover the cost of the parts if I ordered them myself) or wait until the backordered parts that have an unknown shipping date to be delivered and then for a ******* to be able to come and fix. Potentially we will be without a stove for 2 or more months with no reimbursement for the mega increase in our eating out budget. **************** has be less than unhelpful with the comment of "You will have to just follow the process" when I have asked multiple times for next step suggestions. The process is not working for our family - and I am sure other families would feel the same - but I am completely horrified at the lack of personal service AND lack of communication that have been provided by the *** group.

  Business Response

  Date: 05/24/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the cooktop claim (claim no. 13404533). 

  Our records indicate that the customer placed their claim for service on April 16, 2024.  *** dispatched A&E *************** to the customer's home to submit the diagnosis.  Upon inspection, HWA approved replacement of the main board and PCB assembly.  

  HWA apologizes for the unforeseen delays in obtaining the replacement parts.  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 repair was completed on or about May 23, 2024.  

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

  Thank you,

  ************
  Consumer Advocate 

  Customer Answer

  Date: 05/24/2024

  
  Complaint: 21721483
  
  I am rejecting this response because:
  
  I have not received any commutation as to when I might expect my stove to be fixed. Since filing this complaint we have been told that communication on this matter is no longer allowed due to my BBB complaint.

  I just want a working stove! The options I have been given were to wait it out or take a payout that would not cover the cost of parts and then there would be labor cost as well.  We were told that if the parts werent available then we would take the next steps - how long do parts have to be on back order before they are deemed unavailable? And why wont you all give us an update on the wait time?

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

  Business Response

  Date: 06/07/2024

  **********************, 

  *** is sorry to hear of the customer's continued frustrations. 

  However, our records indicate that the repair was already completed.  If the customer is continuing to have issues with the cooktop, a recall can be placed within 30 days from the date of repair in order to have the unit reinspected without requirement of an additional service call fee.  The customer may confirm by contacting me via email at *******************************************. 

  Thank you,
  ************
  Consumer Advocate 

• Initial Complaint

  Date:05/13/2024

  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.

  We pay monthly for Home Warranty of America to cover our appliances. We filed a claim 7 days ago because out AC unit went out. *** sent a tech out the next day and was unable to diagnosed because the coils were frozen. We had to pay the tech a $100 deposit. The tech gave us his company's phone number and told us to call the next day to schedule and appointment. We called Wednesday morning and had to leave a message. I texted the tech on Friday and asked for someone to call us back so that we can schedule an appt. We called HWA and reported that ***** ***************** will not call us back to schedule an appt. and that they had cashed our deposit already. *** sent an email to ***** ***************** to urgently contact us. They replied back that they would as soon as possible. We still have not heard back from HWA or ***** ***************** and it is now Monday. We give HWA a call back and ask that they find a new tech for us because the company they sent us took our $100 deposit and will not return. *** told us that there is nothing they can do and we have to stick with ***** *****************. The other option is for HWA to find a new tech but we would have to pay the $100 again. This is robbery. We pay monthly for a service that is not fulfilling it's signed contract. We paid money to ***** ***************** and they won't return our phone calls. Help.

  Business Response

  Date: 05/16/2024

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

  Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 13655208). 

  Our records indicate that the customer placed their claim for service on May 6, 2024.  *** dispatched ***** ***************** to the customer's home to submit the diagnosis.  Upon inspection, *** approved a refrigerant recharge with leak stop. However, the technician refused to return for repair completion. 

  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 Technicians performance." 

  Our most recent records indicate that the *** has waived the service call fee and reassigned the claim to North Pole HVAC, LLC with an appointment scheduled for May 22, between the hours of 7-11AM.  Should the customer wish to request an earlier appointment date, they may contact the technician directly at ************.  

  As such, *** will determine claim coverage upon receipt of their diagnosis accordingly.  

  Thank you,

  ************
  Consumer Advocate 

  Customer Answer

  Date: 05/17/2024

  
  Complaint: 21706712
  
  I am rejecting this response because: We opened a claim on Monday May 6, 2024. *** sent a tech out the next day, Tues May 7, 2024. The tech said to call his company and schedule a return date to fix our air condition. He also said we had to pre-pay the $100 deposit, which we did. We called and had to leave a message with the company ***** on Wed May 8, 2024. Wed ***** company cashed the $100 deposit. We allowed for two days (All of Wednesday and Thursday) for a return call from *****. We received no return call. Friday May 10, 2024 (in the morning) I text the tech and ask to schedule an appt to come back to our home. He texts back and says I will call you as soon as possible. This is when we reach out to HWA and ask for help. They emailed the tech and the tech replied with the exact same response. We gave it the remaining portion of Friday, Sat, and Sun for a call back to set up a time for the repair. We received nothing. I called HWA late afternoon Monday 13 (now 7 days after we filed the claim) and spoke with *** claims department. I told them the issues we were facing and it was at that time I asked them to switch us to a different company because the company they hired took our deposit and ran. *** refused to do anything other than send ***** company another email. I was also told that if we switched companies that we would have to pay another $100 deposit. I refused to pay another deposit and *** refused to hire another company to come out to my home. I asked to speak with a manager or supervisor and *** refused to transfer me to any other department. We were told that we would just have to wait for ***** to come back out to my home. I told *** I did not feel comfortable with the tech coming into my home because he took our money and has not reached back out to us. Added to the fact that this tech looked like just a normal person, no company logo on his attire or vehicle and that he was not very professional with us. *** refused to help us in any way other than sending another email to *****. Tuesday May 14 (now 8 days after filing the claim) *********************** looks through previous emails and was able to locate the phone number to the sales rep that signed us up for HWA. We call that number and a sales rep transfers us to the escalations department. I speak with **** and tell her we desperately need this issue resolved. Star emails and calls ***** Company and was told that he apologizes but he's been swamped. He tells Star that he will come to our home on Wed from 11-1 for the repair. **** asks me to give this tech one more chance to make this right. I agree to let him come back and I thank **** for helping us. Wed May 15, 2024 (9 days after filing our claim) Tech never shows up. I call HWA at 1pm and am now told that it has finally been reassigned and now I have to wait an additional ***** hours for it to be scheduled. I called *** and told them this is unacceptable. I begged for it to be reassigned on Monday and on Tuesday and I was denied. Now I have to wait an additional 2 days just to get another rep scheduled to come back out to our home. This is absurd. It is now May 17, 2024 (11 days after filing the claim) that now I'm being told a tech will be out to our house May 22, 2024 (16 days after I filed our claim). We have paid for service both in our monthly fees and our deposit that is not being met. *** claims they are not responsible for the actions of the technicians that come to our home, but they are the ones that hire them! We have no part in that process. We pay for HWA to find reliable companies to repair or replace the appliances that are in our contract and I feel they have breached that contract. *** continues to drop the ball on all levels of this contract. We signed up with HWA because we were told they work with plenty of businesses in our area. If that were true, why is it taking so long to get my appliance fixed. I would like this issue resolved immediately. And I will not resolve this complaint until the services I have paid into have been fulfilled entirely. 
  
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 05/17/2024

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

  *** is sorry to hear of the customers continued frustrations;however, *** is not liable for the conduct of our contracted service providers,nor are we liable for delays in service or repair.
  
  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 Technicians performance.
  
  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 the customer already paid their service call fee, *** has waived the fee and reassigned the claim to North Pole HVAC, LLC with an appointment scheduled for *** 22.  If the customer wishes to request an earlier appointment, they may contact the technician accordingly.
  
  Nonetheless, in lieu of awaiting the scheduled appointment and as a gesture of goodwill, *** is pleased to offer the customer reimbursement in the amount of $710 with a paid invoice, which accounts for **** authorized cost to recharge the system with refrigerant with leak stop in the amount of $610, in addition to reimbursement of the service fee in the amount of $100, should they wish to move forward with having their own technician complete the repair. 
  
  Should the customer wish to accept as resolution to this matter, they may contact me directly via email at *******************************************.  All payments are subject to 30 days processing.

  Thank you,

  ************
  Consumer Advocate 

  
  

  Customer Answer

  Date: 05/17/2024

  
  Complaint: 21706712
  
  I am rejecting this response because: We do not authorize to settle for a re-charge, as the system has not even been tested yet. We do not know where the leak is coming from or if it can even be repaired. The original technician came to our house, took $100, and then told us they could not test or diagnose anything because the ** unit was froze up.We are still just waiting to see if a repair will even work or if a replacement is going to be necessary. 
  
  We will not pay anything else out of pocket. Working with *** on this matter has been absurd, inconvenient, and non productive. By the time the next tech comes on Wednesday next week, two weeks will have gone by and we will only be getting the diagnosis at that point. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 05/21/2024

  **********************, 

  *** is sorry to hear of the customer's continued frustrations. 

  Our most recent records indicate that the claim was reassigned to North Pole HVAC. 

  On May 20, based upon the technician's diagnosis, *** authorized recharging of the system with refrigerant.  

  HWA requests this matter be closed. 

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:05/10/2024

  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.

  On April 3, 2024, I contacted Home Warranty of America (***) about a plumbing issue my neighbor reported that appeared to be coming from my unit. After numerous calls, an appointment was set for April 19. I was told to make sure my neighbor was home so the technician can diagnose the problem from the neighbors unit and to pay the technician $100. On the morning of the appointment on April 19, I received a text message from the technician stating they needed to cancel the appointment. I called ***, and the agent said they were not aware of the cancellation. The agent said she would get back to me. On April 22, I called *** again and they forwarded a copy of a message they sent to the technician stating I called about the appointment. Attached to the message was a response from the technician. On April 24, I received an email stating the appointment was rescheduled to April 26. The technician came to my home on April 26, and I gave them a check for $100. On May 1, I called *** for an update and they forwarded a message they sent to the technician informing them that a diagnosis was urgently needed. Attached to the message was a response from the technician. On May 8, I called *** and asked if they had made a decision. The *** informed me that the technician did not submit the diagnosis properly. She put me on hold and called the technician. A few minutes later, she informed me that she helped the technician submit the diagnosis and to expect a decision within 24 hours. On May 9, I called *** again and was told the technician did not submit the diagnosis and a new technician would need to be assigned. I informed the *** agent that I called the day before and was told the technician received assistance with submitting the diagnosis. I asked if it was still not submitted properly why cant they help the technician to submit it properly? Why does another technician have to come? I asked how long do I have to wait and was told they will get back to me via email. After the call, I received an email stating that my claim is being dispatched to a new technician. On May 9, I called the technician that came to my home on April 26. He informed me that they submitted the diagnosis but *** rejected it. Since April 3, I have waited patiently for *** to assess the problem. My neighbor and I rearranged our schedules to be at home on April 19 and 26. I paid the $100 service fee. I called numerous times only to be told to keep waiting. If my neighbor and I rearrange our schedules again to be at home, how can I be assured that the problem will be diagnosed and a decision be made as to whether or not the repair will be covered? How much longer do I have to wait? I have not been able to use the item purportedly causing the problem, and that is the only one in my unit. I pay a monthly fee to use a public facility.

  Business Response

  Date: 05/16/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their plumbing system claim (no.: 13284521).
  
  On April 4, 2024, the customer placed a claim stating that there was a leak in the bathtub. *** dispatched the claim to our vendor network and scheduled an appointment with ****************** & Gas for 4/19/24.However, please accept our apology as after several requests the technician failed to submit his findings. Please refer to section G. Limits of Liability (14),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. As a result, the claim was placed back in our vendor network for reassignment, but we are experiencing delays locating a technician to accept he work order.
  
  As an alternative option, CHW would like to offer the customer the following options:
  
       1. Elect a technician of her choosing and submit for claim reimbursement or
       2. A full refund $455.00 with cancellation
  
  Please have the customer email ********************************************* to advise on how she would like to proceed. In the interim, we are working diligently to locate a technician in the customers area.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************