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:05/09/2024

  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 hung up on numerous amount of times, and now they refuse to take my phone call.The claim specialist and the customer service specialists are upset because I did not know the name to the pipe that is clogged and could not confirm what code to put the claim under (I am not a plumber as I have repeatedly told them and have asked if they can just send someone similar to what a car insurance company would do) they said no, I would have to call around to have someone figure out the name to the pipe in order to submit a claim. The lady got frustrated with me and submit it anyways just to tell me in seconds it was declined. So today which is the next day I called again since now I know the name to the clogged pipe, after calling a plumber. The same lady answered which she immediately started off saying your claim was declined. I told her, I repeatedly told you I didnt know the name to the pipe and was not a plumber and you submitted the claim. She reopened the Claim after being extremely rude and cutting me off multiple times. I told her, I dont want the services anymore and want a refund and wish to speak to a manager. She told me they dont have mangers or supervisors nor a corporates office and she only has a colleague. After back-and-forth with her since she refused to transfer me over to anyone else. She finally transferred me over to her colleague. The colleague pretended to take a message and hung up on me before I was done. I called the customer service line and claims line multiple times and they now keep hanging up on me. I want my refund.

  Business Response

  Date: 05/10/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 13689135). 

  Our records indicate that the customer placed their claim for service on *** 8, 2024, stating that there is pipe leaking outside.  Based upon this information, *** automatically denied claim coverage. As per section 6(D) of the User Agreement, HWA excludes coverage for "damaged lines outside the confines of the main foundation". 

  Nonetheless, the customer contacted us and requested that the claim be placed in dispatch for assignment of the work order.  As such, on *** 10, *** assigned the claim to USA Plumbing & Sewer with an appointment scheduled for *** 13.  However, the customer processed a cancellation of their policy today therefore closing the claim. 

  Although the customer is not entitled to a full refund, in goodwill, *** has authorized a full refund of the paid policy premium in the amount of $775 as resolution to this matter.  The refund check will be mailed to the customer within 30 days. 

  HWA requests this matter be closed. 

  Thank you, 

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

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying Home Warranty of America to cover my home for a list of issues, parts and appliances including my furnace since 2022. My policy is ********** The coverage which they are supposed to provide according to our contract includes repairing these systems and replacing them if they are unable to repair it.
  
  I originally opened a claim on the furnace on 03/12/2023 claim# ******* but by the time the technician came out on 03/18/2023, the weather was warm and we did not have any more cold days for the rest of the season to need the furnace. They closed the claim and, in good faith, I hoped they had done something to fix it. Well, 8 months later it was cold again and it did not work. I called them again to reopen the claim but they said that the previous claim was closed and too old to reopen.
  
  So, I opened a new claim for my furnace on December 20, 2023 claim# ******** and even now 05/07/2024 almost 5 months later, the system is still not working. They never got it working and I have been in constant contact with Home Warranty of America but they still have not replaced any parts or made any progress.
  
  They sent someone out in December, ordered a part that never came, determined the part was unavailable after months of waiting, cancelled the order, resent technician, had me open an A/C claim since my furnace and A/C are in the same unit and they found the A/C system was leaking fluids. They sent someone out to repair the A/C part of the system and then sent someone out again to look at the heater a couple more times in April and May.
  
  If Home Warranty of America can not repair the issue, replace the parts, or replace the system in 5 months then what have I been paying them for all this time?
  
  Home Warranty of America needs to replace my system because they have been unable to repair it, it has not been working for over a year now, and the most recent claim has been open almost 5 months.

  Business Response

  Date: 05/15/2024

  
  
  Home Warranty of America (HWA) apologizes for any frustrations
  the customer may be experiencing regarding their heating system claims (no.: *******;
  **********
  
  On March 12, 2023, the customer placed a claim stating that the furnace was not
  coming on. HWA dispatched the claim to our vendor network and scheduled an
  appointment with HVAC Experts for 3/14/23. However, the customer stated in his
  complaint that when the technician arrived on 3/18/23 their services were no
  longer needed.
  
  On December 20, 2023, the customer placed a new heating
  system claim stating that the furnace was not heating. HWA dispatched *** *** *** ******** and based on the diagnosis received, HWA authorized the technician
  to replace the control board and flame sensor. Although please accept our
  apology as there was a delay in parts. Please refer to section VII. Limitations
  and Exclusions (B), “We are not liable for losses or damages resulting from
  misdiagnosis or delays in completing diagnosis or repairs.” Repairs were completed.
  
  Although on 3/21/24 the customer spoke with HWA and stated
  that the issue still persisted and the technician was supposed to update us. On
  3/23/24, the technician confirmed he was recalled to the customer’s home.
  Please refer to section III. Service Calls (F), “If Services performed under
  this Contract should fail, then We will provide for the necessary repairs
  without an additional Trade Call Fee for a period of thirty (30) days on parts
  and thirty (30) days on labor from the date the Services were materially complete.”
  
  Based on his additional findings he reported that the system
  was low on freon and there was a leak in the evaporator coil. HWA informed the technician
  that this was a heating system claim and the customer would need to place a claim
  for the correct trade, Air Conditioner. On 3/27/24, HWA advised the customer of
  the same:
  
  “Thank you for your email. As Claim ******** is a heating
  claim for your furnace a new claim is needed to address HVAC system. An air
  conditioning claim will need to be opened to address air conditioning system.
  To place a new claim, please visit us online at my.hwahomewarranty.com and
  login to your account center using your policy number and email address and
  select "Make a New Claim." Thank you for being a valued customer of
  Home Warranty of America.”
  
  As a result, an air conditioner claim (no.* ********) was
  opened on 3/28/24 regarding the AC unit not cooling. HWA dispatched HVAC
  Experts and based on the diagnosis received, HWA authorized the technician to
  replace the dual capacitor and add 1lb of refrigerant. Repairs were completed.
  
  As for the heating system claim (no.: ********), the claim is
  closed. Should the customer still be experiencing failures he will need to place
  a new claim and pay a new service call fee. Please refer to section III.
  Service Calls (E), “You must pay the Trade Call Fee for each Service Request in
  advance of any Services being scheduled. The Trade Call Fee applies to each
  Service Request dispatched and scheduled, including but not limited to those
  calls wherein coverage is deemed excluded, or denied.”
  
  However, HWA will offer the customer one free service call
  fee to his policy to use towards the new claim. Should the customer choose to
  accept please have him email ********************************
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer Answer

  Date: 05/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I have already created and paid for 3 service requests for this exact issue. Each of those times, your technicians have failed to resolve my problem. What is another one going to do?

  How could this claim possibly be closed 3 times?! I'll tell you how.

  You are using your hired services as a scapegoat to deny your contractual responsibility. None of them have done anything to resolve this issue because of your failure to ask the customer if the problem is resolved before closing the claim. Then, when I call back to reopen the claim, your call center representative just hang up on me. 

  So your plan to give me a free service call is not doing me any good because your business associates continue closing the claims without resolution. This is a reprehensible business practice and I want a real resolution. 

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

  Business Response

  Date: 06/05/2024

  
  
  The customer indicated that he replaced the flame
  sensor and has the receipt. Therefore, HWA offered a resolution to reimburse
  him up $385.00 upon receipt of a paid repair invoice, but he declined.
  
  Furthermore, a new claim is still needed as the
  current claim is closed. Therefore, no action can be taken on this claim. HWA
  offered to add a complimentary service call fee for the new claim, but the
  customer has declined. Should the customer still be experiencing failures to
  his heating system and wish to request services from HWA, he will need to place
  a new claim.
  
  HWA requests this matter be
  closed.
  
  Thank you,
  Michelle C. 

  Customer Answer

  Date: 06/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Home Warranty of America (HWA) has not taken care of the claim but has gone ahead and closed it without informing me or giving me to opportunity to reopen it. Even when it was within their stated timing window to reopen the claim, they would just hang up on me. 

  They should never have closed the claim because they never did anything to resolve my issue. If they can arbitrarily close claims with no regard to the customer or the issue then they should be able to reopen it when they realize what they've done. 

  I've done my part, I've fulfilled my obligations according to the contract. I'm still waiting for HWA to come and resolve my issue so that I won't have to spend another winter in the cold because that is what I paid them to do. This case was opened in December and the records should show that they've still not resolved it even now, 6 months later. 

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

• Initial Complaint

  Date:05/04/2024

  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.

  Our Home warranty contract agrees to provide a replacement of equivalent quality for any appliance in section 9 page 20 of our contract. We have a $10,600 monogram fridge. *** has determined that the replacement value of our ten thousand dollar fridge is $986. No refrigerator of 900 is equivalent to the quality of a high end monogram fridge. We have been attempting to work with HWA to review our claim but at every avenue have been rejected and told that the best they can do is to replace our built in fridge with custom paneling with a 900 Lowes fridge.

  Business Response

  Date: 05/06/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 12867707). 

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

  As per sections 9 and 14, Limits of Liability of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacements will be of similar or equivalent quality and efficiency to those being replaced...We are not responsible for upgrading or matching dimensions, color or brand) in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item." 

  The customer appealed and it was explained that HWA offers cash back at Our cost, which may be less than retail. In addition, *** does not account for brand, color or dimensions. *** offered to increase the buyout from $986 to $1,500, however the offer was declined. 

  Nevertheless, as a gesture of goodwill, *** is pleased to offer the customer a buyout increase from $1,500 to $1,549 as a final offer.  Should the customer wish to accept, they may contact me directly via email at *******************************************.  Upon acceptance, a check will be mailed to the customer within 30 days.  

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

  Thank you,

  ************
  Consumer Advocate 

  Customer Answer

  Date: 05/06/2024

  
  Complaint: 21665473
  
  I am rejecting this response because:

  As indicated in your response, section 9 and 14 require that a replacement and cash out be considered for equivalent quality, which is the key contractual phraising, and that the cash out would be at your estimated cost for an equivalent quality item.  The contract specifically indicates, as you put it, that you would provide a cash out for an equivalent quality item, the refrigerator Model ZISB420DNII which is the updated model number for the fridge that I currently own, comes with a retail cost of $****** and is of the highest quality of appliances.  I spoke with ****************** corporate office and they indicated that the wholesale cost of the refrigerator would be greater than $8,000, but varies depending on the business and their discount and quantity they purchase.  A cash out value at your cost for what would be equivalent quality would be in that approximate amount of $8,000, however section 17 limits HWA's liability for a single item to a maximum of $5,000.  As a result, I would expect HWA to provide a cash out in the amount of $5,000, and I would be responsible for the additional $5,600 for the remaining cost to replace the appliance with the exact same item, meaning replacing the appliance with one of equal quality.

  When I spoke with management over the phone I explained that the contract calls for a valuation based off of "equivalent quality" and "Our Cost", and the manager said they don't care about the contract, they care about what is in their system, and the system goes by Features and Attributes of the refrigerator, not quality, which is in violation of the contract terms.  All of my calls are also recorded and I went back and listened to the recording and at no time was an additional buyout amount provided, the managers exact words to me were "there will be no buyout increase".  She said they only consider that the fridge has side by side doors and a water dispenser to calculate replacement and cash out value and they don't consider any other attributes like the fridge being built into the cabinetry, having cabinetry panels, being of GE's highest quality line, and any other attributes of the fridge, she said she chooses the attributes even though the contract says quality.  I read the contract for her aloud where it says replacement for equivalent quality and at your estimate cost to replace it with equivalent quality, and she said the contract doesn't matter and she will not look at equivalent quality, only the door type.  I gave her the analogy that my current fride is a 4 door gas powered ********* and she is trying to provide the replace cost for a 4 door gas powered Corolla, and that in no way are they of equivalent quality, materials, construction, etc.  She indicated that I was looking at the situation wrong, they don't care about equivalent quality but attributes and only the door type and dispenser, she said the correct way to see the situation is that both cars are a 4 door car and gas powered so they are the same, and quality is not a factor, regardless of what my contract stipulates.  

  The contract also says in section 1 of Resolution of Disputes that *** agrees to discuss and resolve issues in "Good Faith".  Good Faith as defined by the Oxford dictionary is with honesty and sincerity.  Trying to provide me a minimal payout for the value of the lowest level and quality fridge on the market which is not even remotely close to "equivalent quality" of my current appliance is not dealing honestly and in a sincere fashion with your customer.  *** is the manager telling me that my contract doesn't matter and that she refuses to review the contract with me.  Nor being told that a higher value was later offered, when I have the recording of my conversation that shows that this did not happen at any time.  The contract should be what dictates how a customer is treated and how their claim is handled.  I would expect a company that has made a promise to operate in good faith to fairly and accurately review and represent the quality and value of my current appliance (******), accurately determine what your replacement cost of an equivalent quality appliance would be (somewhere in the 8-9,000 range wholesale), and then extend an offer for that amount. $1,500 for the buyout value of a fridge that is valued at ****** is not sincere and is not for an equivalent quality appliance, and HWA would not be able to provide an equivalent replacement for my appliance for even the maximum amount of $5,000.  I would expect and ask *** to pay the maximum amount of $5,000 towards the appliance, as the contract stipulates.

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

  Business Response

  Date: 05/09/2024

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

  *** is sorry to hear of the customer's continued frustrations; however, the customer's contract indicates that *** offers cash back at Our cost, which may be less than retail. Additionally, HWA does not account for brand, color or dimensions and therefore HWA is unable to substantiate an increase based upon the GEs reported wholesale pricing accordingly. Moreover, *** is not liable to provide the customer with reimbursement to the extent of our liability as that is not reflective of our cost. 

  Nevertheless, *** is pleased to offer the customer a buyout increase from $1,549 to $2,500 as a final offer. 

  As per section 10, Limits of Liability of the User Agreement, We will pay no more than $1,500 in the aggregate (or $2,500 when coverage includes OrangePlus) during the Coverage Period for the repair or replacement of professional series or similar appliances, including, but not limited to brand names such as Sub-Zero, Viking, Bosch, JENN-AIR, GE Monogram,Thermador, subject to all other provisions, limitations, and exclusions in this Contract.

  Should the customer wish to accept, they may contact me directly via email at [email protected] acceptance, a check will be mailed within 30 days.

  Alternatively, should the customer wish to decline and continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in their contract. 

  Thank you,

  ************
  Consumer Advocate 

  
  

  Customer Answer

  Date: 05/09/2024

  [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 of $2,500 is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:05/03/2024

  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.

  Hello, I thought I had filed this under home warranty of America who Ive been paying Insurance into regarding my air conditioner. It has been going on four weeks now we have not had any air. My air conditioner went out and at first the technician fixed the Motor in the attic. He thought that was gonna fix it. Come to find out that didnt fix the problem. It has to do with this Air Conditioner being 20 years old and it needs to be replace. Hey, did also say that the compressor needs to be replaced and he said if he replaces the compressor hes also gonna need to replace coils and a whole bunch of other things because the air conditioner is old and fixing each part is not gonna fix the problem. HWOA, is not wanting to replace the air conditioner they wanted him to replace the compressor Were at week four he comes out but then he says looking at the unit if he just replaces the Compressor hes gonna be back out here again he doesnt wanna keep seeing us suffer in this heat, he has told HEA that the unit needs to be replaced so he has declined to come back out to replace the compressor and know that this will not fully fix the problem I have my grandson here dealing with this heat. We cant sleep. Because we have not had any air for going on four weeks now so now they decide to reassign it to someone else. . Well they did this with me regarding my hot water heater A couple years ago the same thing happened to my hot water heater. They wanted to try to fix this fix that and less than six months. I end up replacing the whole hot water heater. Ive been dealing with this company because I had paid it for five years and now I really do not understand why they keep on trying to put a Band-Aid on something that just needs to be replaced, I hope this gets to someone and I can get some help with this because now Ive been assigned a whole Nother technician. I have to start over from scratch again and I live in ******* and my house has been at least 90 for over 4 weeks

  Business Response

  Date: 05/06/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 13426781). 

  Our records indicate that the customer placed their claim for service on April 17, 2024.  HWA dispatched New Gen *** Conditioning and Heating to the customer's home to submit the diagnosis. Upon inspection, *** approved replacement of the compressor and informed the customer of non-covered charges in the amount of $450 to account for the cost of modifications necessitated by replacement. 

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

  The customer accepted the charges on April 19 and the equipment order was placed with our supplier.  Although, after acquiring the replacement equipment, the technician updated the claim stating that they are unable to install the compressor and then subsequently requested to be removed from the work order.  

  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 *** has waived the service call fee and reassigned the claim to ****** *** Conditioning with an appointment scheduled for today, May 6, between 11-3PM.  As such, *** will determine claim coverage upon receipt of the technician's diagnosis accordingly. 

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

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:05/03/2024

  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.

  Contacted HWA 4/6/24 to file claim for fridge. 4/7/24 assigned **************** Services & that they would be here that Wed & also a message that they would be here on Tues. Called for clarification & was told it was Wed. They showed up on ******** was not home. I got a sorry you missed your appointment email with a link to reschedule & the link sent me to a 404 error. After several HWA contacts I was assured that technician would be there the next day (Wednesday, 4/10) & was, I paid the $100, though he couldnt fix. Said he needed approval for parts. Havent seen or heard from him since. Had an appointment 4/22/24 but he did not show. Last weekend we noticed the fridge was leaking. So, fridge was leaking when Orange pulled it out or it began after he pushed it back in. We could not get Orange to return, we moved fridge to garage at our expense until it could be fixed & to minimize water damage to our hardwood floor. When we pulled it out we observed copper water line was cracked. Shut off that water line.Called & voicemail was full, another time I was routed in a circle to start back at the beginning & third time had 1 call with *******. Received 15 emails from HWA, as well as many exchanges on online chat in my claim file. Besides generic chat, I also got messages from ********** (3), ************ (2), ****** M (3), ************* (2), ***** TV, ******* C, ******** P, ****** JT (3), ********* ******** L, **** AC, *******, ****** MV, and ******* KC. None of these people can tell when the repair person will be back. It is now 5/3/24, nearly a month later with no refrigerator. I get maddening messages that say, *** is waiting for the technician to submit additional information about your system. This process usually takes 2 business hours. Its been a month. This is fraud. HWA staff deflects to ******. I would like them to repair my cracked water line & also give me $ for a new refrigerator. There is water damage to the hardwood floor under the refrigerator as well.

  Business Response

  Date: 05/08/2024

  April V.,

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 13303136). 

  Our most recent records indicate that CHW has approved replacement with a buyout in the amount of $986. 

  As per sections 9 and 14, Limits of Liability of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacements will be of similar or equivalent quality and efficiency to those being replaced...we are not responsible for upgrading or matching color or brand) in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item." 

  Our records indicate that the customer accepted the buyout on May 7 and the ****** eGift card is currently processing, which may take up to *************************************************************************************************** directly via email at *******************************************.  All payments are subject to 30 days processing. 

  Thank you,

  ************
  Consumer Advocate 

  Customer Answer

  Date: 05/08/2024

  
  Complaint: 21663066
  
  I am rejecting this response because:
  HWA offered me a buyout for the refrigerator in the form of a Lowes gift card. I have not received the gift card yet so it is not yet resolved. 
  
  
  Regards,
  
  *******************

• Initial Complaint

  Date:05/01/2024

  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.

  On April 20,2024, I filed a claim with HOME WARRANTY of AMERICA for a water heater that was not heating. On April 22, a service tech from PHD ******** came out and inspected the water heater. He said the Control Valve was not functioning properly and might need to be replace, he would send a price bid to the company (HWA). Abouth 30 minutes after he left my house he called to say that he had removed himself from the job because they did not want to meet his price. I then received a call from *** saying that they would replace the water heater and would assign the claim to another company. On April 25, I received an email saying that Rooter 911 ******** would be here on April 26, between 7AM and 11AM . When no one arrived I contacted Rooter911 with the phone number provided by ***. I was told that he had just received the claim and it would be the next week before he could come out, IF , his bid was approved. He asked me to take pictures of the water heater and I did. I called HWA to ask why it was taking so long to get the claim assigned and they kept telling me what their process was but nothing definite. Late yesterday, April 29, I received an email saying they were waiting for approval on the replacement and I would need to agree to pay the non-covered charges before they would order the replacement unit. I called today to clarify "non-covered charges". I was told that it was the COST of installing the water heater. I don't understand. I was told I could decline the offer and talk to someone else. I have now been without hot water for over a week.

  Business Response

  Date: 05/01/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 13469823). 

  Our records indicate that the customer placed their claim for service on April 21, 2024.  *** dispatched PhD ******** SVC, LLC to the customer's home to submit the diagnosis. Upon inspection, *** requested the technician provide their itemized repair pricing, however the technician requested to be removed from the work order. 

  As such, HWA waived the service call fee and reassigned the claim to Rooter 911 ******** Repair to submit their findings.  Upon inspection, *** approved replacement of the water heater and informed the customer of non-covered charges in the amount of $810 to account for the cost of modifications necessitated by replacement. 

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

  The customer was provided with the option of declining the non-covered charges with a Case Manager being assigned for appeal handling or accepting the non-covered charges which would effectuate replacement of the unit accordingly. 

  As an alternate option, and as a gesture of goodwill, *** is pleased to offer the customer reimbursement in the amount of $1,121 upon receipt of paid repair invoice, which represents ***'s authorized cost of replacing the water heater, should the customer wish to have the unit replaced by their own technician. The customer may confirm their acceptance by contacting me directly via email 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 

   

  Customer Answer

  Date: 05/01/2024

  
  Complaint: 21646712
  
  I am rejecting this response because: I paid a Service fee to PHD ******** of $75.  No fee was waived.  Also, the email sent did not identify the "non-covered cost". I was told that they were installation cost during a phone call, not " modifications necessary". The dollar amount was never stated just identified as "non-covered cost".  I am not known for filing claims just for the heck of it so I don't feel that HWA or Choice  has extended me any goodwill considering the vague way that they have dealt with me. I feel that I am owed at least the cost to replace my water heater.  *********** Tech stated between $1300 and $1600 is reasonable.
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 05/03/2024

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

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

  With respect to the service call fee, our records indicate that the customer paid the initial service fee to PhD ******** SVC, LLC.  However, upon reassignment of the claim, HWA waived the service fee and therefore the customer was not required to pay a duplicate fee upon reinspection of the unit. 

  As per section 3, **************** of the **** Agreement, You must pay the Trade Call Fee for each Service Request in advance of any Services being scheduled. The Trade Call Fee applies to each Service Request dispatched and scheduled, including but not limited to those Service Requests wherein coverage is deemed excluded or denied under Your Contract.

  HWA has provided approval for replacement of the water heater which includes the respective labor to install, however the customer has non-covered charges in the amount of $810 to account for modifications which are excludes from coverage.  This the technicians flat rate cost to account for piping, vent/flue, valve, and drain pan modifications.

  Nonetheless, as a gesture of goodwill, *** has offered the customer reimbursement in the amount of $1,121 with a paid invoice. This amount represents HWAs authorized cost of replacing the water heater including the labor to install.  As such, *** is not liable to reimburse the customer more than what has been authorized on the claim and therefore their request has been denied accordingly.

  At this time, the customer has two options; they may either accept the non-covered charges and HWA will effectuate replacement of the unit,or they customer may move forward with having their own technician install the new unit and receive reimbursement of $1,121 upon receipt of the paid invoice,which may be provided to me via email at *********************************************** payments are subject to 30 days processing.

  There is no further action HWA will take.

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

  Thank you,

  ************
  Consumer Advocate 

  Customer Answer

  Date: 05/03/2024

  [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 have made arrangements to have my water heater replace. Considering the fact that Rooter911 never made a service here I don't own them for a service call, and I don't owe you anything further.
  Regards,
  
  *********************

• Initial Complaint

  Date:05/01/2024

  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 have been paying for this insurance for many many years. I filed a complaint and they sent a tech out and he was here for several hours working on the issue. He was trying to get us some hot water. He sent them a report, told them what was wrong with our system and it was not approved because they said he is not doing the work. They originally said he didn&#**;t send it then they found it but they are still trying to reassign the claim. We paid our deductible and their tech has been out here already, why should we have to pay for another one. We need hot water today.We need them to honor the contract and to replace my water heater like their technician said we needed to be done.

  Business Response

  Date: 05/06/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 13555287). 

  Our records indicate that the customer placed their claim for service on April 29, 2024.  HWA dispatched IC Restorations, LLC to the customer's home to submit the diagnosis. Upon inspection, *** requested the technician provide the cost of repair, in addition to photos of the unit in order to complete claim evaluation.  However, the technician was unresponsive to our request. 

  As per section 1, Limits of Liability 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." 

  HWA waived the service call fee and reassigned the claim to ********** Services & Construction with an appointment scheduled for May 3, however the appointment was rescheduled to today, May 6, due to scheduling conflicts. As such, HWA will determine claim coverage upon receipt of their diagnosis accordingly.  

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

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:04/30/2024

  Type:Product 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 did not renew my home warranty. They consider everything wear and tear and never look into the actual issue of the claim filing. After not renewing the home warranty, they call 3-4 times daily, sometimes a minute in-between a call. After telling them to stop calling, blocking multiple numbers, they still continue to call.

  Business Response

  Date: 05/01/2024

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

  Thank you,

  Lori J.
  Consumer Advocate 

  Customer Answer

  Date: 05/01/2024

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

• Initial Complaint

  Date:04/29/2024

  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.

  Hello- a claim was filed with *** to repair a refrigerator that was within the warranty. A technician arrived to assess the issue and we were told that the refrigerator had a failed compressor and that the refrigerator would need to be replaced. He explained that by that evening, the warranty portal would be updated and there would be a credit for the amount (to be determined by the company) that could either immediately be used at Lowes or we could independently purchase a fridge and wait for a paper check to be mailed out in a months time. He stated that that would be what was filed with the home warranty company. I reiterated the next steps in the process back with him twice and he confirmed everything-twice. Two days later the portal was updated with a new refrigerator repair appointment for a week from that day. We were now told that the refrigerator compressor would be replaced and we would now be a week without a fridge while waiting for a part and technician- contradicting what I was told by the technician. I reached out to *** to contest this, and was told the supervisor would call me back. When I was called back, the line dropped and I was not called back and waited an hour. I called back again that afternoon And was told that the supervisor was in a meeting and would call me back by the end of the day. It has now been over a week. My husban continued to contest with the *** to try and get an earlier repair window. However, we were told we needed to wait. Today 4/29 was the repair date that was scheduled. I reached out to the technician this morning - was told he was calling the shop to see if the part was in. I shared that the fridge needed to be replaced today. That was four hours ago. I have called the technician four times without them answering. *** has stated that they have called him as well and that they sent him an email that he must respond to. We are now at the end of our repair window with no communication with either the technician or ***

  Business Response

  Date: 04/30/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim. However, the customer information provided is not pulling up an active policy. Please have the customer provide the policy number and claim number in which she is referencing so we may address her concerns accordingly.

  Thank you,
  ********************

  Customer Answer

  Date: 05/01/2024

  
  Complaint: 21641166
  
  I am rejecting this response because:
  The Policy number is 201217477 and claim #******** under my husbands name *****************************. On Monday 4/29- the day of our planned repair the tech told us that the part would be in the shop 4/30 and the repair would be done today 5/1 between 11A-3P. We have reached out to him four times and have no reply. 
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 05/06/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 13444196).
  
  Our most recent records indicate that as of today (5/6) *** has offered the customer cash back in lieu of replacement in the amount of $986.00.Notification regarding such was also emailed to the customer today with a link to begin the replacement process.
  
  Please refer to section Limits of Liability (9) of the user agreement, 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.
  
  HWA is pending a response from the customer at this time.Funds are issued in the form of a Lowes ****** Card and subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************
  

• Initial Complaint

  Date:04/28/2024

  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 originally filed a claim of out air condition on 4/16. *** has not taken any action on the claim. There is a si gel Mother and her daughter in the apartment and they are being exposed to above 80 outdoor temps down to near freezing at night. I have had bad service with HWA before where they tell me it will be resolved in the morning and then do not resolve it. They will not release call records to customers, so in the past its just been my word against theirs when they fail to deliver. this time I have documented important conversations in our public chat, and again they have told me several times they would have a technician assigned by morning and have failed. It appears they are just waiting me out until I fix it myself and therefore void our contract since they did not approve the repair before it was conducted. They keep telling me they are actively trying to find a provider in my area. My area is not large they could call every provider in ***** minutes I bet. So again, this claim is not truthful. It does not take weeks to contact the providers in my area. Lastly, they refuse to approve me for a re-imbursement where I provide receipts from a licensed technician, even after telling me they would approve it. I have paid for contracted services, and they refuse to provide service. They need to either refund me all money spent toward acquiring this service or make the repair immediately.

  Business Response

  Date: 05/06/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 13415189).
  
  On April 16, 2024, the customer placed a claim stating that the A/C was running non-stop and not maintaining the temperature. *** dispatched the claim to our vendor network. However, please accept our apology as we experienced delays locating a technician to accept the work order. *** offered the customer our reimbursement option, but he declined.
  
  Our most recent records indicate that an appointment was scheduled with Crimson-HVAC Heating and Cooling for 5/4/24. Based on the diagnosis received from the technician, HWA authorized the technician to replace the electric heat kit. Authorization was sent to the technician today (5/6). The customer may contact the technician directly at ************** to schedule a repair appointment.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************