Business Profile

Home Warranty Plans

Home Warranty of America

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Complaints

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

Customer Complaints Summary

1,473 total complaints in the last 3 years.
316 complaints closed in the last 12 months.

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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:04/26/2024
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 Home Warranty Coverage with Home Warranty of America (HWA). Recently, we had an issue with our tankless water heater. *** assigned the case to a local plumber (of their choice). The plumber came out and determined that a water control valve has gone bad and needs to be replaced. The plumber said that it would cost $360 to replace that part with a new one. *** refused to cover the part saying that they did not cover control valves. Below is the actual language from the contract that I have with *** ( I have copied and pasted the whole thing as is without any edits). If you look at the description below, it clearly tells you that *** covers parts and components of tankless water heaters except the NOT COVERED items. I pointed that out to the case manager again and again and she kept on saying that water valve is not covered because it is not listed as covered! I don't see how anyone else can interpret this clause below. There is a check **** next to the parts and components of tankless water heaters (and therefore should mean that all parts and components of tankless water heaters should be covered except for the ones listed below). The case manager kept on repeating that she did not have control on the language of the policy document, which is a ridiculous agreement. If they cannot stand by what is clearly written in the policy, how can consumers work on any claim?Water Heater ? Parts and components of gas, tankless, electric, or oil water heaters, including circulating pumps, except:NOT COVERED: solar water heaters or components, fuel, holding or storage tanks, noise, energy management systems, flues and vents, problems resulting from sediment, units exceeding 75 gallons, drain lines and drain line components LIMITATIONS: WE WILL PAY NO MORE THAN $1,000 IN THE AGGREGATE DURING THE COVERAGE PERIOD FOR THE REPAIR OR REPLACEMENT OF TANKLESS OR OIL WATER HEATERS.
Business Response
Date: 05/06/2024
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their water heater claim (no.: 13332182).

After further claim review, *** has overturned the claim determination and authorized First Response Plumbing to replace the bypass assembly. Authorization was sent to the technician on 5/2/24. The customer may contact the technician directly at ************** to schedule a repair appointment if one has not already been set.

HWA requests this matter be closed.

Thank you,
********************
Initial Complaint
Date:04/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a washing machine break. The first company sent could not diagnose it. I paid the 100 dollar service call for nothing. I had to make another claim for a new company. Paid another 100 service call. The part he diagnosed was on back order for 4 months. HWA closed the claim because it was over 30 days. Now they are trying to charge me another 100 service call. Ridiculous
Business Response
Date: 04/30/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the washer claims (claim nos. 8659098, 10113277, and 13405811).
Our records indicate that the customer placed their initial claim for service on May 17, 2023. CHW dispatched A&E *************** and authorized repair upon receipt of their findings, however the technician failed to return to the customer's home for repair completion.
As per section 16, 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."
On August 4, the customer placed their subsequent claim for service which was assigned to ******* ****************** Upon inspection, *** authorized replacement of the inlet hose and connector assembly, however the technician failed to return for repair completion due to backorder parts.
Our records indicate that the customer placed their most recent claim for service on April 16, which was assigned to ******* ***************** and authorization was provided for replacement of the inlet hose on April 17. Our records indicate that the repair was completed on or about April 24.
As a gesture of goodwill, *** has authorized reimbursement to the customer in the amount of $200 to account for the duplicate service calls paid on the prior claims. The customer will receive two (2) separate checks in the amount of $100. 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:04/25/2024
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.
In February of 2023 I purchased a home warranty from Home Warranty of America. The contract was for a year and once the contract was due to renew I decided not to renew the policy. The occasion I filed a claim for my microwave, I was told it was " normal ware and tare" and that the policy would not cover a replacement. However the issue was not normal ware and tare and was an electrical issue. Due to the bad experience I did not want to waste my money by renewing the policy for another year. I have been contacted by Home Warranty of America on numerous occasions about renewing my policy and I declined the offer each time. I have since been contacted by phone everyday for MONTHS and MONTHS and each time I tell them I do not want the policy renewed and have asked repeatedly for them to stop calling me and yet they still call. I have had to resort to blocking the number they call from, however they just call from another number. This has been an ongoing issue and is borderline harassment. My goal is to have them stop contacting me by all means including phone, text and email.
Business Response
Date: 04/26/2024
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:04/24/2024
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.
My hot water heater began to leak on 4/15/24 causing damage to the ceiling in my house. To mitigate the damage and to avoid the infestation of mold, I responsibly made emergency arrangement to have the water line disconnected and recapped. The only thing that was done was such disconnection and recapping of the water line. Home Warranty of America (HWA) is attempting to deny the claims on the basis of spurious allegations, which include the following: 1) That the technician is unable to properly diagnose the repair because the water line was merely disconnected. 2) That Exclusion 4. applies.To rebut item 1) above, the water line disconnection in no way obfuscates that there is a noticeably ruptured tank. Further, pictures provided to HWA are not indicative of leaks coming from the disconnected pipes. Despite the plumber who HWA sent out and diagnosed the ruptured water heater as the source of the issue and also contacted HWA twice to clarify any misunderstanding over his notes to HWA, *** continues to allege that there is no coverage for the loss. With respect to item 2) above, the part of Exclusion 4. that *** states applies says "We are not liable for repairs related to...improper installation, design, or previous repair of Covered Items not completed under this Contract." This claim is unrelated to any installation, design, OR PREVIOUS REPAIR. The emergency plumber disconnected and recapped the water line for mitigation so that my house would not flood there was no repair involved.I also made an appeal to *** and spoke to one of their case workers who told me that he agreed with everything that I stated in my appeal but he needed to discuss with others at HWA. He kept me on a lengthy hold to only be able to tell me that whoever he spoke with would not change their position and that he could escalate the issue and have one of his superiors contact me. I believe this to be an improper denial and request that my water heater be replaced ASAP.
Business Response
Date: 04/26/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 13405949).
Our records indicate that the customer placed their claim for service on April 16, 2024. HWA dispatched First Response Plumbing to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the "tank is busted", however they failed to indicate a cause of failure. As HWA is unable to determine coverage without a full diagnosis, a request was made from the technician to provide a cause of failure in order to complete claim evaluation.
On April 17, the technician reported that the unit was already disconnected upon arrival to complete their inspection. The technician further reported that the unit was drained and unhooked completely and therefore not properly connected in order to provide a cause of failure.
Based upon this information, *** issued the claim determination stating, "It has been determined that the venting and the piping were improperly disconnected from the water heater prior to the technician's arrival to the home and is unable to be properly diagnosed for repair. Please refer to section Exclusions 4 of your policy. Your policy has the following exclusion, we are not liable for repairs related to adequacy or capacity of Covered Items in the Covered Property; improper installation, design, or previous repair of Covered Items not completed under this Contract..."
The customer appealed claim outcome and it was explained that the water heater was uninstalled, drained and completely disconnected upon arrival for inspection of the unit. As such, the technician was unable to submit their diagnose in order to confirm the cause of failure which is required in order to determine if the failure is covered under the terms of their contract. Therefore, it was determined that the claim will remain non-covered accordingly.
As per section 7, Limits of Liability of the User Agreement, "This Contract is not insurance, but covers normal wear and tear.
No further action will be taken.
While we regret to hear of the customers frustrations, *** has abided by the policy terms and conditions and requests this matter be closed.
Thank you,
************
Consumer Advocate
Customer Answer
Date: 04/30/2024

Complaint: 21619769

I am rejecting this response because:

HWA is not interpreting its own contract language accurately. The exclusion states "we are not liable for repairs related to...improper installation..." But *** is stating that the claim is denied due to "venting and piping were improperly disconnected." According to the ***************************** website, "installation" means "1) the act of installing, the state of being installed; 2) something that is installed for use...." "Disconnected"; however, means "not connected." As just shown, these words have opposite meanings; however, *** is trying to apply the same meaning to both when it is clear that this is not the appropriate way to interpret the meaning of each. So, according to the exclusion, coverage does not apply if repairs are due to something being improperly installed, but as previously stated, there was nothing installed. The emergency plumber only disconnected and drained the water heater in order to prevent further damage to the house. Additionally, as *** stated, the plumber that they hired did confirm that the water heater ruptured and by doing research online, an average person can reasonably find that the cause of a water heater is an internal issue within the water heater itself, so HWA stating it needs a cause of failure to move forward with the claim is inaccurate. The cause of the failure is an internal component within the water heater. The water lines being disconnected have no bearing on determining the cause of the failure.
Based on the forgoing, I request that this denial be reversed and my claim be handled accordingly.

Regards,

*******************************
Business Response
Date: 04/30/2024
**********************,

HWA is sorry to hear of the customers continued frustrations;however, the technician confirmed that the water heater was completely uninstalled, drained, and unhooked prior to inspection of the unit. As such,the technician advised that they were unable to complete their diagnosis to confirm the cause of failure. The customer also stated in their rebuttal that nothing was installed, which would further confirm that the unit was unable to be properly diagnosed and therefore improperly installed.

As the policy only provides coverage for failures that occur as a result of normal wear and tear, *** denied claim coverage accordingly. Further, HWA cannot confirm a cause of failure based upon the customers online research as a diagnosis can only be provided by a licensed technician who has fully inspected the system.

Nonetheless, as a gesture of goodwill, *** is pleased to offer the customer reimbursement in the amount of $500 upon receipt of a paid repair invoice. Should the customer wish to accept, they may contact me directly at *********************************************** payments are subject to 30 days processing.

Alternatively, should the customer wish to continue their dispute and decline the goodwill offered, they may refer to the procedure for Resolution of Disputes as outlined in their contract.
Thank you,
************
Consumer Advocate
Initial Complaint
Date:04/24/2024
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.
I opened a claim on April 16th for my refrigerator that was not getting cold anymore..the sent out a technician which cost $100..the technician relayed the message to the company about the repairs..he waited for a response from hwa to no avail..since then I have been contacting the company daily trying to get some type of resolution regarding the repair/replacement of my refrigerator..since then all my food has gone bad! This is totally unacceptable. They continue to tell me they are waiting for an update from the technician. I've talked to him since & he stated as he did the day he was here that they never answered him back.so I don't know what to do. It's been a whole week without a refrigerator.
Business Response
Date: 04/29/2024
**********************,

Home Warranty of America (HWA)apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 13399163).

On April 15, 2024, the customer placed a claim stating that the refrigerator was not cooling. HWA dispatched A&E *************** and based on the diagnosis received, HWA authorized the technician to replace the compressor. This is a covered repair.
Additionally, the evaporator, drier,service valve and control board need to be replaced. Please be advised that these repairs are not covered as they are modifications to effectuate the compressor repair. Therefore, the customer will owe $488.07 to the technician in non-covered charges.

Evaporator: $151.46
Drier: $66.03
Service Valve: $9.85
Control Board: $195.96
Tax: $64.77
Total: $488.07

Please refer to section Exclusions (4), 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.

*** spoke with the customer today (4/29) to advise him of the above and he accepted. Upon receipt of the equipment the technician will contact the customer to schedule a repair appointment.

HWA requests this matter be closed.
Thank you,

********************
Initial Complaint
Date:04/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer of Home Warranties of ********************** for approximately 6 to 7 years. My payments are processed automatically, but I have experienced extremely poor service from this company. The contractors they send show up to work, but leave a messy job behind. For example, when they disassembled my stove, they left screws on the ground. Unfortunately, my son stepped on one of these screws, causing an injury. Despite this incident, the claim has been open for five months with no resolution in sight.I have had to continuously reach out to the company for updates, calling them every day for the past 15 days. Each time I call, I receive a different response. They promise that a manager will contact me, but that call never comes. They also claim that the vendor will reach out to me, but I have not heard from them either. The issue with my stove occurred in December when the claim was filed, and now it is almost May with no progress or communication unless I initiate it.Each time I contact them, I receive a different response. They assure me that a manager will reach out, but I never receive a call back. This situation has been a nightmare, and I have had to spend extra money out of pocket on food that we cannot cook due to our malfunctioning stove. While we could replace it ourselves, we rely on the warranty we have paid for to support us. The customer service provided by this company is very poor.The representatives are quick to engage in arguments, even when approached with kindness. When expressing frustration, they seem eager to end the conversation abruptly. It is evident that the staff is not adequately trained in handling customer issues. The lack of follow-up is unacceptable, especially when relying on a company to uphold their warranty promises for items in your home.As I continue to pursue a resolution to this ongoing issue, I strongly believe that lodging a complaint should not be necessary for a company to honor its commitments.
Business Response
Date: 04/22/2024
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their oven stove cooktop claim (no.:12030194).

Based on the diagnosis received from Aero Tech ************** *** authorized the technician to replace the control panel. Although please accept our apology as there was a delay in the technician receiving the necessary part(s). Please refer to section Limits of Liability (1), 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.

Our most recent records indicate that *** offered the customer cash back in lieu of replacement in the amount of $1,081.00. 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.

Notification was emailed to the customer today (4/22) with a link to begin the replacement process. Funds are emailed in the form of a Lowes ****** Card and subject to 30 days processing.

HWA requests this matter be closed.

Thank you,
********************
Customer Answer
Date: 04/30/2024

Complaint: 21602547

I am rejecting this response because: My family and I have been without a stove for nearly five months now, and I am aware that there is a replacement process in place. However, the company that came to handle the replacement took apart the stove but failed to reassemble it properly. Moreover, they left screws on the ground that my son ended up stepping on. I found this unprofessional on their part, especially since they knew the stove was beyond repair.

Despite acknowledging the issue, the company has not responded in a timely manner. It has been nearly 5 months since the incident, and during this time, I have had to purchase food that we cannot properly cook due to the absence of a functioning stove, even during the holiday seasons. Christmas, New Year's, birthday and regular gatherings.

I believe that the company should take responsibility for the extended duration of this ordeal and provide additional compensation beyond the initial payment of $1081.

Regards,

***********************
Business Response
Date: 05/06/2024
**********************,

*** has answered the customers complaint as he requested replacement and replacement was offered. Furthermore, our records indicate that the customer accepted replacement of $1081.00 as of 4/24/24. Funds are issued in the form of Lowes E- **** Card and subject to 30 days processing.

As replacement equipment is based on similar features, capacity and efficiency, HWA would not increase replacement due to the time-length of the claim.

HWA requests this matter be closed.

Thank you,
********************
Customer Answer
Date: 05/08/2024

Complaint: 21602547

I am rejecting this response because:

Regards,

***********************
To ensure that this claim is resolved satisfactorily, I want to highlight that it has been five months since the issue arose with no communication provided. Having to initiate contact every time to obtain updates is unacceptable. Such lack of communication is unprofessional and not in line with the standards expected from a business, especially considering my six-year tenure as a loyal, on-time paying customer.

While I appreciate the procedural aspects involved in the replacement process, the negligence displayed during this period - dismantling my stove without reassembly and leaving items scattered in my home - is concerning. There has been a lack of accountability for these actions as well as for the financial burden I have incurred due to the inability to use my stove.

A delay of thirty days would have been understandable, but five months is excessive. Despite this, I would like to express gratitude for the service provided. However, I must state that all matters pertaining to this issue are now considered closed. Regrettably, I will no longer remain a customer of yours after this matter.
Initial Complaint
Date:04/19/2024
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.
Currently have a Home Warranty Policy and placed a claim for no heat in Home in *******, **. This claim was placed a month ago. *** said they needed to wait until a vendor picked up the job. I emailed several times for an update. Someone from ********** called to tell me they would send a link for me to find a vendor myself and then submit reimbursement after their approval. I never received the link. This has been very frustrating and especially with not having heat during the time of claim. (March 20, 2023 claim was placed)
Business Response
Date: 04/25/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 13170062).
Our records indicate that the customer placed their claim for service on March 25, 2024. However, on March 27, the customer corresponded with us requesting cancellation of the work order. Thereafter, on March 28, the customer then requested the claim be reopened.
On April 3, *** assigned the claim to Alliance Heating & Cooling, however the technician requested to be removed from the work order.
As per section 7(B) of the User Agreement, " 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 honored the customer's request to utilize the Claim Reimbursement Process which allows the customer to select a technician of their choosing to submit the diagnosis for claim evaluation. The customer has also been provided with specific instructions to ensure proper reimbursement steps are followed. As such, *** will determine claim coverage upon receipt of their technician's diagnosis accordingly.
Thank you,
************
Consumer Advocate
Customer Answer
Date: 04/25/2024
[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:04/17/2024
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.
Around August of 2023 I filed a claim with *** for issues with my AC. They stated there are no technicians in the area so if I have a company of my choosing come out, I can submit documentation and such for reimbursement. Well apparently they closed my claim, told me to open a new claim and now they have technician in the area that will deal with my AC. EXCEPT I am now out the money from my previous claim since they closed it and did not tell me. I asked to speak with a higher up or anyone else or be given a number or email so I can reach out to someone and I was told there is no one else to speak to and nothing they can do for me. So now Im out money, still have issues with my AC and my new claim will probably be denied. *** is a waste of money. Could have used the money I spent on HWA and got my issues fixed. For it being Home Warranty America, I have not been able to speak to anyone in *****************.
Business Response
Date: 04/18/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 10286392).
Our records indicate that the customer placed their claim for service on August 14, 2023.
On August 14, due to higher-than-normal service demands, *** offered the customer the option of the Claim Reimbursement Process which would allow the customer to select a technician of their choosing to submit the diagnosis for claim evaluation, which the customer accepted. Upon acceptance of this option, the customer was provided with the following instructions to ensure proper reimbursement steps are followed:
1. Reimbursement is only available for covered repairs.
2. You are required to get authorization from HWA before commencement of any repairs.
3. For heating and air conditioning claims photos will be requested. To avoid any delay in
processing your claim, please ensure your Service Provider takes pictures of the name plate
and the inside and outside unit
4. Your technician MUST submit a complete diagnosis online at www.hwwclaims.com.
This department is only open during normal business hours. Failure to obtain authorization
before repairs commence will cause a forfeit of your right to receive reimbursement from HWA.
5. Your Service Fee will be deducted from the total reimbursement amount.
6. Please allow 30 days to receive your check.
There was no further claim activity once this option was selected and therefore the claim closed after 30 days.
On April 9, 2024, which is nearly eight (8) months after claim submittal, the customer contacted us requesting that his technician have access to the online portal to submit their diagnosis. It was explained that the claim is now closed and that in order to proceed, a new claim would need to be placed accordingly.
Our most recent records indicate that the customer has since placed a new claim for service (claim no. 13329296) which has been assigned to PMG Servi-com Solutions, LLC with an appointment scheduled for today, April 18.
As per section 2, **************** of the **** Agreement, "We have the sole right to select the Authorized Repair Technician to perform the Service."
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

Customer Answer
Date: 04/18/2024

Complaint: 21591357

I am rejecting this response because:

I was never notified that my claim was closed and nowhere on the my claim status through the website states that it was closed. I paid for two inspections by local technicians and have quotes and estimates of what needs to be done. Why should I pay yet another technician to come tell me everything I know? Why is it when I call I get a different answer on what my situation is?

Regards,

***************************
Business Response
Date: 04/19/2024
**********************,
*** is sorry to hear of the customers continued frustrations.

The customer selected the Claim Reimbursement Process on August 15, 2023. However, after 30 days of inactivity, the claim closed. The customer did not attempt to upload the diagnosis until nearly eight (8) moths after claim submittal.

Moreover, as the reported failures were never addressed under the prior claim, the system could have developed additional failures over the course of eight months. As such, the customer was advised that a new claim for service is required accordingly.

With respect to the customer's request to use their own technician, *** has the sole right to select the service provider. As per section 2, **************** of the **** Agreement, "We have the sole right to select the Authorized Repair Technician to perform the Service."

It should also be noted that the customer placed their most recent claim for service stating that they purchased the home with a faulty air conditioner and that their local HVAC company reported that the coils are clogged and deteriorating.

HWA does not provide coverage for pre-existing conditions, nor do we provide coverage for failures that occur due to lack of maintenance.

As per section 9, Definitions of the Use Agreement, Covered Items means systems and components as specifically described herein as Included under Your service Plan and that are in proper working order on the Coverage Period Start Date.

As per section 2, Listing Coverage Limits of Liability and Exclusions, During the Listing Period, We will not pay for the repair or replacement of any Covered Items if they are inoperable as a result of pre-existing conditions, deficiencies, insufficient maintenance, and/or defects.

******, *** contacted the technician assigned to the claim,who had an appointment scheduled for yesterday, April 18 to submit their diagnosis, however the technician has reported that the customer cancelled the appointment and therefore *** has closed the claim accordingly.

There is no further action HWA will take.

This matter should be closed.
Thank you,
************
Consumer Advocate

Customer Answer
Date: 04/19/2024

Complaint: 21591357

I am rejecting this response because:

I cancelled the appointment because I called the technician earlier in the day to verify that he was indeed going to be there. He did not know that he was assigned a case from HWA and was wanting to schedule for another time. I took off work to be able to meet this technician that ended up not being available.
Claim ended up being closed due to the negligence of HWA and its 3rd party technicians. I am assuming you wont reimburse my time for waiting around yesterday?
Regards,

***************************
Initial Complaint
Date:04/17/2024
Type:Sales and Advertising 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.
Won't pay for what was promised. I have called dozens of times and they always say 24 hours for the last 3 weeks. Not the first time this had happened. We want a new oven as promised.
Business Response
Date: 04/18/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the oven claim (claim no. 13247624).
Our records indicate that the customer placed their claim for service on April 2, 2024. *** dispatched A&E *************** to the customer's home to submit the diagnosis, however, to date, the technician has not their full diagnosis in order to complete claim evaluation. Although, it has been reported that the parts may no longer be available.
As such, *** has approved replacement with a buyout in the amount of $549.
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 (replacement of similar or equivalent quality and efficiency to those being replaced.... we are not responsible for upgrading or matching color, dimensions, or brand) in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item."
The customer may confirm their acceptance by contacting me directly via email at *******************************************. Upon acceptance, a check will be mailed to the customer within 30 days.
Thank you,
************
Consumer Advocate

Customer Answer
Date: 05/16/2024
Hi *********, we will accept the buy out for the oven at 549. This will cover a small portion of the oven replacement.

We are still covered by home warranty of America, however I don't expect them to pay anything additional. They are a terrible company and this has happened before. That was my reason for filing a complaint.

Please let me know what I have to do next.

Thank you
************************;

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:04/17/2024
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.
on Easter Sunday I filed a claim on my refrigerator, its a brand new refrigerator and it is not cooling i didn't get a technician until April 8th it is now april 17th and still have not been fixed, I've called and called, asked for supervisor to contact me, these agents do not speak english well and are very difficult to understand and i've been consistently refused any supervisor, took my phone number twice and no one ever called 5k26cy7kd63
Business Response
Date: 04/18/2024
**********************,

Home Warranty of America (HWA)apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 13230275).

On March 31, 2024, the customer placed a claim stating that the refrigerator was not cooling or freezing. *** dispatched Lone Star Appliance Repair and based on the diagnosis received it was determined that the refrigerator air damper failed. Please be advised that this appliance is under a manufacturers warranty. Therefore, the manufacturers warranty supersedes the user agreement.

Please refer to section G. Limits of Liability (8) of the user agreement, We are not responsible for any repair, Replacement,installation, or modification of: 1) any Covered Item arising from a manufacturers recall or defect of said Covered Items; 2) except for labor cost on appliances and as specifically described in the Platinum Plan Upgrade under Section D(15) for purchasers of the Platinum or Diamond Plan, any Covered Item while still under an existing manufacturers or distributors warranty; or 3)any Covered Item lacking a visible model or serial number.

On 4/17/24, a claim determination letter was sent to the customer with the option to appeal and she did. A Case Manager has been assigned ************************************ x3760). The customer may contact her Case Manager directly or schedule a claims discussion via calendly link that she received to address her appeal.

HWA requests this matter be closed.

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

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