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:04/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim # ******** is the final straw for this terrible company and its poor coverage. They find any excuse to not cover a warranty claim. Be prepared to fight like a wild dog after the last morsel of food if you want anyone to listen. That still does not mean they will. Our rep ******* had her mind made up before discussing the appeal and cited the policy multiple times. Stopping short of saying she could give a **** less about my appeal. She claimed the person called out proclaimed a broken part. There was no break in our plumbing but after the photos were sent in, there certainly was. Furthermore, we never saw any pictures that were taken. As a matter of fact, the plumber left to go get the parts before there was an approval for the work. He mustve thought it was covered as well. After the work was done, the plumber pulled out his credit card scanner, and my father had to tell him that the company had waived the fee for him to come do the service. The plumber proceeded to tell us that he takes that loss because the company failed to tell him That they had given us a credit so that my father would extend his policy. What an embarrassing situation for my parents to have to turn away a man who just performed work in their house because a company failed to communicate properly. Im not surprised, considering the way that I was treated when ******* called me. We have had to make two claims. On for a refrigerator and one for plumbing my mother spent countless amounts of her time appealing and making calls to get the work they refuse to cover at first. Do NOT get this coverage. There is no excuse for the limited amount of coverage they provide for the amount of money they charge. Its already hard enough when you buy a house thats been lived in to correct issues that are not covered but for things you would assume are covered theyre not covered by this company by beware.

  Business Response

  Date: 04/18/2024

  **********************,
  
  Home Warranty of America (HWA)apologizes for any frustrations the customer may be experiencing regarding their plumbing system claim (no.: 13381130).
  
  On April 14, 2024, the customer placed a claim stating that the upstairs bathroom sink drain detached from the pipe and was leaking. Additionally, that the shut off valve in the same bathroom was not working. Furthermore, that the master bathroom under the shut off valve was not functioning properly. HWA dispatched ************* and based on the diagnosis received the angle stops were approved for repair. Additionally, the pop-up plumbing is physically damaged and detached from the associated plumbing.
  
  Please refer to section Limits of Liability (6) of the user agreement, We are not responsible for consequential or secondary damages. This includes, but is not limited to, repair of conditions caused by any of the following: chemical or sedimentary build up, insect infestation, mold, mildew or bacterial manifestations, misuse or abuse, theft or vandalism, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, intentional acts, riot, lightning, mud,earthquake, soil movement or settlement, storms, accidents, pest damage, Force Majeure events (as defined below), failure due to excessive water pressure, or any other perils not considered loss or damage due to normal wear and tear.
  
  A claim determination letter was sent to the customer with the option to appeal. Although upon speaking with her Case Manager the denied portion of the claim was upheld as the pop-plumbing which was physically damaged and detached from the associated plumbing, is not the result of normal wear and tear. Therefore, the claim determination will remain as partially covered.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************
  
  

• Initial Complaint

  Date:04/15/2024

  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 Wednesday April 10,2024 I reported a leak at my residence to Home Warranty of America and upon submitting the complaint I was informed within ***** hours that my claim would be assigned to a technician. 48 hours later I call them back and the technician states that my cause is now manually being worked and that within 24 hours my case would be assigned. She specifically said within 24 hours my case would be assigned to a claim. It has now been over 5 days and my case has not been assigned to a technician when that is not what I was told. Each time you call you are instructed the same thing- they will not al transfer you to a supervisor to look into your case and tell you they are unavailable or in a meeting. They are very misleading and this is a scam.

  Business Response

  Date: 04/16/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 13344788). 

  Our records indicate that the customer placed their claim for service on April 10, 2024, stating that there is a leak under the sink.  

  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, however this option was declined. 

  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." 

  At the current time, the claim has been escalated with our dispatch department in order to locate a technician to service the work order as soon as possible. 

  As an alternate resolution and as a goodwill gesture, *** is pleased to offer the customer a full refund of the paid policy premiums in the amount of $367.50 ($52.50 x7) with policy cancellation, which would also cancel any active or pending claims.  Should the customer wish to accept as resolution to this matter, they may contact me directly via email at *******************************************. 

  Thank you,

  ************
  Consumer Advocate 

   

• Initial Complaint

  Date:04/11/2024

  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.

  Company Name: Home Warranty of America Date of Incident: April 11, 2024 My name is *********************** I filed a complaint for a broken microwave door (the bottom portion of the door was damaged). After taking photos of the damage, a representative visited my home today and contacted the company. However, the company denied coverage, stating there was no reason for the door to break and that it should have lasted a lifetime. I find it unreasonable that doors to microwaves are designed to last forever, and normal wear and tear can cause them to break. The $100 service fee I paid should have covered the repair, but my issue was not resolved despite the representative's visit and communication with the company. I request the Home Warranty of America reconsider their decision and cover the repair cost for my microwave door.

  Business Response

  Date: 04/15/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the microwave claim (claim no. 13333166). 

  Our records indicate that the customer placed their claim for service on April 9, 2024.  *** dispatched *********** Appliance Repair to submit the diagnosis. Upon inspection, the technician reported that the door handle is broken as well as the door frame attachments. 

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

  The customer appealed claim outcome and most recently spoke with Consumer Advocate, ****************** who advised that the claim will remain non-covered in accordance with the terms of their contract. Further, the customer confirms in their complaint that "the bottom portion of the door was damaged". 

  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: 04/15/2024

  
  Complaint: 21562119
  
  I am rejecting this response because I find the denial of coverage for the microwave door repair to be unexpected and unjust. A malfunctioning door that renders the appliance unusable should be addressed under the terms of the warranty agreement. I believe a fair resolution would be for HWA to fulfill its obligations and cover the cost of repairing or replacing the microwave door.  Upon submitting a claim to HWA for repair, a service provider was dispatched by *** on April 11th, to inspect the issue. I paid the service provider a $100 service fee at the time of the visit.
  Following the inspection, I was informed by the service provider and later HWA that they would not be covering the cost of repairs or replacement of the microwave door. Their reasoning for the denial was that the microwave door should last a lifetime and is not considered normal wear and tear. While I understand the concept of normal wear and tear, I believe this situation does not apply. The microwave door became detached and would not latch properly when closed rendering the appliance unusable. I kindly request that *** reconsider their decision. Replacing a malfunctioning microwave door seems to fall within the scope of the provided coverage. I believe a fair resolution would be for HWA to fulfill their obligations outlined in the warranty agreement and cover the cost of repairing or replacing the microwave door.
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 04/16/2024

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

  The technician reported that the door handle and door frame attachments are broken. He further reported that the unit is approximately one (1) year old based upon the model number (model no. ME16A4021AS). 
  
  Based upon this information, *** issued the claim determination stating, It has been determined that the microwave door and door handle are physically damaged/broken and will require replacement. This is not considered normal wear and tear and would not occur under normal operating conditions. Please refer to section Limits of 6 of your policy. Your policy has the following exclusion, we are not responsible for consequential or secondary damages.
  
  As per section 7, Limits of Liability of the **** Agreement,This Contract is not insurance, but covers normal wear and tear. Plans do not cover any damage to Your home or home system caused by or as a direct or indirect result of a Force Majeure Event  As such, *** did not issue the claim determination stating that the door should last a lifetime. 
  
  Moreover, the customer confirmed that the microwave was damaged in their initial complaint stating that the bottom portion of the door was damaged".
  
  Lastly, with regard to the service call fee, the fee is required regardless of claim outcome. 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.
  
  There is no further action HWA will take.
  
  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 
  

  
  

• Initial Complaint

  Date:04/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About six weeks ago, I called to cancel my Account and service with the *** because I had started services with another company. I asked for a refund then but was told that my account would continue until April 1 and then will be discontinued. I asked if I need to call back to confirm and was told no. On April 7, I was charged again for these services unauthorized. I called and was told that I was supposed to call back by April 1 to cancel the service. I told her that no one told me to call back and that I asked that question at that time. She informed me that since the charge has occurred there would be no refund. I pride myself on understanding what I need to do when I cancel services, so I am sure no one told me to call back. I am very disappointed that companies are so greedy for money that they revert to these kinds of tactics. I am asking that I receive verification that these services have been discontinued and I request a full refund of $77.01.

  Business Response

  Date: 04/11/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: IL03-SA01725444).
  
  On 1/19/24, the customer requested to terminate coverage.*** offered two free months of service, the customer accepted and opted to keep her policy active. Therefore, February and Marchs payments were waived. Payment resumed in April as scheduled and a withdrawal in the amount of $77.01 was debited on 4/5/24.
  
  Nevertheless, *** will honor the customers request and refund her in the amount of $77.01. The policy has also been cancelled.Confirmation of such was also emailed to the customer today (4/11). Payment will be issued back to the original method of payment on file and is subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************
  
  

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with this company since 2022 and with my last two claims my experience has been horrible. The last claim was in reference to my washing machine and to this day my washing machine is not fixed. I received an offer for $343 gift card for my washing machine and I do not believe I can get another washing machine with that amount.

  Business Response

  Date: 04/18/2024

  **********************,
  
  Home Warranty of America (HWA)apologizes for any frustrations the customer may be experiencing regarding their washer claim (no.: 13095026).
  
  On March 18, 2024, the customer placed a claim stating that the washer was making a loud noise and leaking into the bottom. HWA dispatched A&E *************** and based on the diagnosis received, *** offered the customer cash back in lieu of replacement in the amount of $343.00. However, the customer declined.
  
  Please refer to section Limits of Liability (9) 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.
  
  Nevertheless, HWA will increase replacement to $449.99. Should the customer choose to accept as resolution to her complaint please have her email [email protected] are mailed in the form of a check and subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************
  

  Customer Answer

  Date: 04/21/2024

  [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:04/08/2024

  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 called 3/27 and filed a claim to have my oven fixed. Appointment for repair was the next day. I called midday because I hadnt heard from a provider. Was told I had a confirmed appt. I called 3/29 because no one showed up or contacted me. Was told they would put in an urgent request. Called 4/1, still hadnt heard from anyone. Was told an error was made in submitting original claim, it would be submitted again. I asked for a supervisor, was told someone would call me back. Called 4/3, still hadnt heard from anyone. Was told that claim was closed because service provider had fixed the oven. *** rep ***** know what to do when I told her that no one had been out for service, said I could call again if I wanted to talk to someone else. I called back and next person said she would send an email to service provider. Called 4/5, again was told that oven was fixed and technician had already arrived. This rep not only ***** know what to do when I said oven had not been looked at, but hung up on me. I called back, demanding to talk to supervisor.one was not available, was promised a call back. I have not gotten a call back. Truly, no one has been out to service the oven, Ive heard from no one. I dont even know who was supposed to come out. My oven has been broken for 2 weeks. I paid the $100 deductible service fee but disputed it with my credit card company since no service has been provided.

  Business Response

  Date: 04/10/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their oven stove cooktop claim (no.: 13189952).
  
  On March 26, 2024, the customer placed a claim stating that the oven was not heating. *** dispatched the claim to our vendor network and scheduled an appointment with ************* Whirlpool for 3/28/24. However,please accept our apology as the customer informed *** that the technician missed the appointment.  
  
  As a result, the claim was reassigned to Midwest ***************************** for 4/15/24 between 11:00AM 3:00PM CST. Notification was emailed to the customer on 4/9/24 with the technicians contact information and appointment details. Should the customer need to contact the technician directly he may be reached at **************.
  
  Our records also indicate that *** received a chargeback for the service call fee in the amount of $100.00 on 4/5/24 from the customers bank. Funds were issued back to the original method of payment on file the same day.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************
  
  

  Customer Answer

  Date: 04/17/2024

  
  Complaint: 21541847
  
  I am rejecting this response because: They changed my appointment on the scheduled day from 4/15 to 4/17, yet the service technician still arrived as scheduled on 4/15. I received confirmation this morning, 4/17 confirming my appt for today. I am waiting to hear if they are going to replace the control panel or the oven itself. I haven't heard from anyone since Monday. The fact that the appointment was "rescheduled" may be the issue, though I don't know why it was rescheduled when they came as planned.
  
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 04/22/2024

  **********************,
  
  Based on the diagnosis received from Midwest ****************************** *** offered the customer cash back in lieu of replacement in the amount of $329.00. However, the customer declined the offer.
  
  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.
  
  As of today (4/22), a Case Manager (************** - ************************************* x3673) was assigned to the customers claim. The customer may contact her Case Manger directly or schedule a claims discussion via the calendly link that she received.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

• Initial Complaint

  Date:04/05/2024

  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.

  HWA was called on March 18th, 2024. Spoke with Tania in the resolutions department. Refund is $1396.67. Was told the refund would be to the original payment method in ********** name to within 7 days. Called back on 4/5 asking where the refund was and was told a check was mailed to ****** *****, even after ******** had asked several times to have her name be the main name on the account as she was the sole payor.

  Business Response

  Date: 04/08/2024

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

  Our records indicate that the customer processed a cancellation of their policy on March 18, 2024, and they were issued a refund in the amount of $1,428.10 in accordance with the terms of their contract.

  Our most recent records indicate that the refund check was mailed on March 26, under check no. ***** to the mailing address on file of **** ******* *** *** ******* ** ******  If the customer has not received the refund check, they may contact me directly via email at ***************************** and the name and/or the mailing address will be updated in order to have a stop payment placed on the check.   

  Please note, HWA is unable to issue the refund back to the credit card on file due to internal processing procedures. As such, a check will be reissued once the name and mailing address have been confirmed. 

  Thank you,

  Lori J.
  Consumer Advocate 

   

   

  Customer Answer

  Date: 04/17/2024

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

• Initial Complaint

  Date:04/04/2024

  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 HWA since 2017. I recently submitted a claim re: my HVAC system. The technician recommended that my evaporator coil be replaced as it has a leak. HWA only approved to have leak sealant put into the system. I have had this problem over the last several years. Each time, HWA only approves for leak sealant to be used. That has not fixed my problem. I also had an independent HVAC provider inspect my system. He found the leak and recommended that the evaporator coil be replaced as it cannot be repaired and leak sealant won't fix the problem.I am writing to have HWA honor the home warranty I have purchased from them and actually fix my problem.I hope to resolve this matter via the BBB as I would prefer not to litigate this matter.

  Business Response

  Date: 04/10/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 13211219).
  
  On March 28, 2024, the customer placed a claim stating that the system was low on freon and there was a leak in the evaporator coil.Additionally, that the outdoor fan had high amp draws and the bearings were giving out. HWA dispatched AR-Tex A/C & Heating and based on the diagnosis received, the technician was authorized to add freon and a leak seal. A repair appointment was scheduled for 4/4/24.
  
  However, on 4/5/24, the customer spoke with the Office of the President and confirmed that he cancelled the repair appointment with the technician as he did not agree with the recommended repairs.
  Therefore, repairs were not completed. 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.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************
  
  

  Customer Answer

  Date: 04/10/2024

  
  Complaint: 21526432
  
  I am rejecting this response because:
  
  The repair authorized by *** will not fix the issue. The tech who inspected my system stated as much. An independent tech made the same determination.

  Until my evaporator coil is replaced, my system will not be repaired.

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

  Business Response

  Date: 04/17/2024

  **********************,
  
  The customer informed HWA that the technician reported to the home on 4/9/24 and added ***** and a leak seal. However, he stated that the unit is still leaking. *** has reached out to AR Tex A/C & Heating via telephone and SMS to no avail (4/10; 4/16).
  
  On 4/17/24, *** spoke with a representative at the technicians office who indicated that she was a new employee and would need to have our call returned. *** has not heard back. We also followed up with the office today (4/17) and left a voice message for call back. *** is pending a response from the technician at this time.
  
  Thank you,
  ********************
  
  

  Customer Answer

  Date: 04/19/2024

  
  Complaint: 21526432
  
  I am rejecting this response because: 

  HWA and their tech are looking into the problem. I did not want to accept the response as that would close the case.

  I will wait to see what *** says once the tech sends in his findings.
  
  
  Regards,
  
  *******************

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted Home Warranty of America which I have a current warranty with. I called them for service on an air duct problem at my home. On March 22 they sent a service rep that had no experience and didn't have a clue as to how to repair the duct issue. They required I pay him $100 for nothing. Then they sent another company out a few days later. This guys had more knowledge and submitted an estimate for repair to Home Warranty of America. They then denied the claim stating water damage which is not correct as there is no water damage. They then said I could dispute the denial and I did that. They sent an email and assigned me a case manager. The email stated to click a link to schedule a call with the case manager. I did that and the page was invalid. I then emailed back and stated that didn't work could they send me a new link. No response. I then followed up with 2 more emails with no response. I then called the number on the email and it took me to a call center and would not allow me to input the ext number to the case manager. I spoke to a rep at the call center and they gave me another number and although the number worked it asked to input ext and the ext was invalid. I called back the call center and they would not get me to the case manager or a local manager. Ultimately I would like someone with the authority to handle the dispute call me back and handle the repairs covered under my home warranty. All I have gotten is the run around and response or resolution.

  Business Response

  Date: 04/04/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their ductwork claim (no.:13123424).
  
  On March 20, 2024, the customer placed a claim stating that the ductwork did not have any air flow and some of the vents were not blowing.*** dispatched **** Heating and Cooling and based on the diagnosis received it was determined that the sleeves in the duct work need to be replaced as a result of water damage. Please refer to section G(5) of the user agreement, This Agreement does not cover cosmetic defects or malfunction due to misuse, abuse,neglect, or physical damage, accidents, fire, freezing, water damage,electrical failure, or surge, or excessive or inadequate water pressure.
  
  A claim determination letter was sent to the customer with the option to appeal and she did. Although, upon speaking with her Case Manager the denial was upheld as the user agreement does not cover failures as a result of water damage. The technician also provided photographs to support his findings.Therefore, the claim determination will remain as non-covered.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************
  

• Initial Complaint

  Date:04/01/2024

  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.

  I filed 2 claims with Americas Home Warrant ($650 & $550). Both claims were denied but after working with a case manager I was able to get $300 approved for payment. My account was current at the time the claim was filed. I was told the check was being processed and would be mailed within 2-3 weeks. I was unable to renew the policy for the next month due to paying the $1200 claims out of my pocket. After waiting on the $300 check for 4 weeks I called Americas Home Warranty for an update. I was told the check would not be mailed since the account was past due. The account was obviously current when the claims were made and the $300 was approved. Non-renewal of the policy was outside the claim dates. This company is a scam and looks for everything to avoid paying claims. Ive had this warranty for 7+ years and never used it.Claim# ********

  Business Response

  Date: 04/02/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the septic pumping claim (claim no. 12794444). 

  Our records indicate that the customer's policy is currently past due in the amount of $90.39 and therefore *** is unable to disperse payment on a non-active policy. Should the customer wish to proceed with cancellation of their policy with waiver of the past due balance, they may contact me directly via email at *******************************************.  Upon cancellation, HWA will continue processing payment to the customer in the amount of $300 accordingly. All payments are subject to 30 days processing. 

  Thank you, 

  ************ 
  Consumer Advocate