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

1,464 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:03/30/2024
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.
Filed a claim with *** for sparks in my microwave.Told Zaki Technician the issue b4 he came to my home. I told him I did not want to spend 100 for service call for him to tell me *******'t fix/ replace my unit. The Technician came out -Rod, and said he sees this all of the time with normal wear n tear and *** will replace my unit. - well, again, HWA denies my claim. Please show me what I did wrong? Every claim I filed has an issue .
Business Response
Date: 04/04/2024
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their microwave claim (no.:13132979).

On March 21, 2024, the customer placed a claim stating that when the microwave was heating, sparks flew in the unit. *** dispatched Zaki HVAC &Appliances and based on the diagnosis received it was determined that due to the microwave being operated with exposed metal inside of it, the microwave was electrically arcing internally. Additionally, the unit is non-repairable. Please be advised that this is not a normal wear and tear failure.

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 and she did. Although upon speaking with her Case Manager the denial was upheld.

Nevertheless, *** will offer the customer replacement in the amount of $249.00. Should the customer choose to accept as resolution to her complaint please have the customer email mcintron@****************************************** are mailed in the form of a check and subject to 30 days processing.

HWA requests this matter be closed.

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

Complaint: 21509308

I am rejecting this response because:

According to the technician there was no exposed wired and it was normal / wear n tear.- read the diagnosis. I would like a replacement microwave - the same type, since mine can't be fixed.Zaki- the technician said they will support me in fighting this- I did nothing wrong

Regards,

*******************************
Business Response
Date: 04/08/2024
**********************,

The customer rejected requesting HWA replace her microwave.Please be advised that *** offered replacement towards the purchase of a new microwave in the amount of $249.00 in our initial response dated 4/4/24.

Should the customer choose to accept as resolution to her complaint please have the customer email ********************************************** Funds 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: 04/08/2024

Complaint: 21509308

I am rejecting this response because:

Regards,

*******************************
Business Response
Date: 04/10/2024
**********************,

We apologize that the customer is still dissatisfied.However, the customer has not provided any supporting documentation to support her position. Furthermore, she requested replacement as her desired settlement in her initial complaint filing. *** has offered replacement on two occasions to the customer in the amount of $249.00. She has failed to accept or decline. We have no further offers.

There is no further action that HWA can take at this time. We have complied in full with the terms and conditions of our contract. The customer refuses to do the same. Since the customer wishes to escalate this dispute, she needs to follow the procedure for Resolution of Disputes outlined in her contract.

HWA requests this matter be closed.

Thank you,
********************
Initial Complaint
Date:03/29/2024
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.
I purchased a home warranty from this company on February 21, 2024 when I acquired the ***************** On March 22, my refrigerator (covered under my warranty policy) quit working properly. I immediately contacted the company and asked them to send a technician to my home to evaluate / repair the refrigerator. I did not get a reply from the company so I called them again on March 25 and again on March 26. Finally, on March 26, they contacted me and said that their vendor (After 5 Appliance Repair) would make a service call on March 28, between 11 am and 3 pm.On March 28th, I took the day off of work so I could be home when the service technician arrived. I waited until 3 pm and the technician did not arrive. I then called the After 5 Appliance Repair technician and he told me I am double booked, just cancel the **** appointment.I then called Home Warranty of America to inform them that the service technician was a no show and reported my conversation and the use of foul language. The Home Warranty representative then assigned another of its vendors (Aljanabi, LLC) to my case with an appointment scheduled for April 3rd. I explained to him that waiting another week was unacceptable, that I have 3 children, and it was not possible for me to continue eating every meal at restaurants, could you please have someone come sooner. He said he would try and thats the last I heard from him.It is now March 29, 2 full weeks since I first contacted Home Warranty of America and I still have no working refrigerator. And, I am very angry!Home Warranty of America has behaved irresponsibly and have not honored the terms of my warranty. Can you please help me with this problem?
Business Response
Date: 04/01/2024
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 13098623).

On March 18, 2024, the customer placed a refrigerator claim stating that the unit was not consistently cooling. *** dispatched the claim to our vendor network and scheduled an appointment with After 5pm Appliance Repair for 3/22/24. However, on 3/28/24, the customer informed *** that the technician was unable to complete the work order. As a result, the claim was placed back in our vendor network to be reassigned.

Our most recent records indicate that an appointment is scheduled with Aljanabi LLC for 4/3/24 between 11:00AM 3:00PM CST. Notification was emailed to the customer on 3/28/24 with the technicians contact information and appointment details. Should the customer need to contact the technician directly he may be reached at **************. Please be advised that Aljanabi LLC does not have sooner availability than 4/3/24.

HWA requests this matter be closed.

Thank you,
********************
Customer Answer
Date: 04/01/2024

Complaint: 21504728

I am rejecting this response because:
- the service technician was a no show last week and used foul language when we called him. We did not cancel the appointment.
- a service technician visited our home this morning; did not explain what he did (very limited english), told us to wait 48 hours to see what happens

please keep my complaint open; we will advise on status of repair within 48 hours.

Regards,

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

Our most recent records indicate that Aljanabi LLC reported the unit was not cooling. Additionally, that he needs to add freon and repair the service valve. As of today (4/4), *** has authorized the technician to complete the repairs. The customer may contact the technician directly at ************* to schedule a repair appointment.

Thank you,
********************
Initial Complaint
Date:03/27/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My air conditioner, covered under my HWA policy, stopped working last fall. The technician who came to work on it was unable to find a leak via bubble test, and offered to (for a fee) perform a dye test, stating that the fee would be refunded after *** approves the work. He then indicated that leaving the claim open during the colder winter months was acceptable with ***, and that we could reschedule another visit for him to find the leak based on the dye test. HWA closed the initial claim on March 13. I reopened the claim and had the technician come back out to take photos of the results of the dye test.*** is now continuing to ask for photos of a bubble test, even though they have clear photos indicating the location of the leak via dye test. The technician is frustrated because he has submitted and resubmitted information repeatedly, to no avail. *** continues to ask for irrelevant information from the technician when the problem (and the solution needed) is clear.
Business Response
Date: 04/08/2024
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 13045934).

Based on the diagnosis received from ***** Services, HWA approved the claim for Supplied Evaporator Coils. *** is supplying the evaporator coils and covering the technicians labor. There are non-covered charges due to the technician in the amount of $950.00 for any modifications, upgrades, removal, permit/code,disposal or haul away. The customer is also responsible for additional equipment cost in the amount of $1,497.75 for the Condenser that must be upgraded to function with the new coil.

Per section Exclusions (4), Excluded Repairs: 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.

Per section Exclusions (6), Building and Zoning Code Requirements/Violations: You understand and agree that We will not contract for: (i) services to meet current building and zoning code requirements or to correct for code violations (except when the corresponding optional coverage is purchased and as set forth above); and (ii) services when permits cannot be obtained. You further understand and agree that We will not pay for the costs to obtain permits (except when the corresponding optional coverage is purchased and as set forth above).

Per section Limits of Liability (13), Haul Away: We are not responsible for removal and hauling away of old equipment or appliances, unless OrangePlus coverage has been purchased. Where available, You may choose to pay an additional fee directly to the Authorized Repair Technician for removal and/or disposal of an old system, component or appliance.
However, the customer has not accepted the non-covered charges.Therefore, repairs have not been completed to date.

As for a full refund of the paid policy premium, the customer has used the full term 1/30/22-3/29/24. Therefore, there is no refund due to the customer at this time.

HWA requests this matter be closed.

Thank you,
********************
Customer Answer
Date: 04/08/2024

Complaint: 21490302

I am rejecting this response because your explanation fails to address the core issue. HWA, not the technician, is recommending the upgrades to the air conditioning system. Per the technician, these upgrades are not necessary in order to repair an existing system, and compatible components are readily available. Therefore, *** is demanding upgrades to my air conditioning system that the technician claims are not necessary, and then stating that I must pay for those upgrades out of my own pocket. I'm not asking for HWA to pay for those upgrades. I'm asking for HWA to simply pay for the cost of replacing the evaporator coil per the terms of the warranty. If *** chooses not to do so, then I am asking for a refund of my premium as HWA has failed to uphold the terms of our agreement, and my losses due to that failure exceed the premium anyway.

Regards,

**************
Business Response
Date: 04/10/2024
**********************,

The condenser must be upgraded in order to function with the new evaporator coils as they must run on the same refrigerant (R410A). Please refer to section Home Owners Coverage/Standard Coverage Air Conditioning/Cooling System: For units below SEER and/or R-22 equipment and when We are unable to facilitate repair/replacement or failed items at the current SEER rating or with R-22 equipment, repair/replacement will be performed with SEER/R[1]410A equipment and/or 7.7 HSPF or higher compliant and plenum, indoor electrical and duct connections and air handling transition when requiring SEER or R-410A compatibility changes.

As an alternate option, *** will offer the customer our full costs for repairs in the amount of $655.00 upon receipt of a paid repair invoice. This represents our costs for the Evaporator Coil with labor. Should the customer choose to accept as resolution to his complaint please have him 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: 04/10/2024

Complaint: 21490302

I am rejecting this response because it misrepresents the facts and offers the opportunity for HWA to drag their feet in settling this matter promptly. First, your quoted text states "when we are unable to facilitate repair/replacement [sic]or failed items at the current SEER rating or with R-22 equipment". If a local service technician has no trouble sourcing compatible parts to accomplish the repair, this reflects that HWA is not "unable", but rather, unwilling to ************ the replacement of the failing component. Second, what you claim are "your costs" for the repair are irrelevant to me. Just the coil itself (regardless of labor and additional refrigerant) is more expensive than the $655 you've quoted. Since I've already agreed to a refund of my premium, I'm willing to accept the $655 which is close enough to a refund of my premium. However, I am requesting that the BBB keep this case open until I receive the check.

Regards,

**************
Initial Complaint
Date:03/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed a claim with HWA to have my air conditioning unit repaired or replaced on February 18th 2024. They have re-issued the claim to four different ** technicians. The first three have told my spouse and I in person that the ** needs replacement. HWA cannot/will not discuss details of why it has been reassigned on 4 separate occasions. I believe they are hoping we give up to avoid executing their duties. The fourth technician said that it will take a few weeks before he can come back and check the **. I have a 9 month old, a 3 year old, and I live in a desert. We need our ** fixed or repaired.
Business Response
Date: 03/28/2024
**********************,

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

Thank you,
********************
Customer Answer
Date: 03/28/2024

Complaint: 21482853

I am rejecting this response because:

Policy #: 1011942602
Claim #: 12783503

Regards,

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

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 12783503).

Our most recent records indicate that based on the diagnosis received from ************************ HWA authorized the technician to add 5lbs of refrigerant and a leak stop. Authorization was sent to the technician on 3/27/24. The customer may contact the technician directly at ************** to schedule a repair appointment.

HWA requests this matter be closed.

Thank you,
********************
Initial Complaint
Date:03/23/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In January, I was contacted by Home Warranty of American regarding my policy. I told them that I no longer needed my month to month service because I no longer lived at the residence. The agent I spoke with acknowledged that my policy would be cancelled. I also asked to opt off of phone calls because this company will call excessively. I was a customer for less than 6 months. This conversation happened in January and I also followed up via email as well. I havent heard from this company until today when I received an alert from my bank that $178 was pulled from my account. I called the company to inquire about why was the amount pulled from my account and I was told that I was late on a payment. I told them that this account was canceled over two months ago. I was transferred to Emon and she is stating that they did not receive my cancellation request and that she could only refund me partially! I explained to her (similar to other reviews for this company) that I asked for this policy to be cancelled when I spoke to an agent. She said the company refuses to refund me my money since they did not receive a proper cancellation although I clearly cancelled the account on the phone with their agent.
Business Response
Date: 03/25/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding policy cancellation (policy no. 141411772).
Our records indicate that the customer contacted us on March 23, 2024, requesting a refund as they requested cancellation in January. It was explained that *** has no record of a request for policy cancellation and that the charge in the amount of $178.97 accounts for the past due balance to due for the months of January, February and March's past due premiums.
HWA has since processed the cancellation and has refunded the customer in the amount of $59.66. Nonetheless, in goodwill, *** has authorized an additional refund to the customer in the amount of $119.31 ($178.97-$59.66).
HWA requests this matter be closed.
Thank you,
************
Consumer Advocate
Initial Complaint
Date:03/21/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i've have a plumbing issue I tryed to use my home warranty they file a claim and sent someone out to check my issue out all he did is look around and kept asking my daughter who was going pay him so what every report he wrote up the warranty people decline my warranty. he didn't use no camera to look down the drains he just use his phone,just went off what i said he didn't do anything to see the issue. he seen the can the spots on my ceiling for the leak. i want to know he he get his diagnose he say i believe you its a leak but he didnt see it well how if you only asking how you going get paid. so i called the warranty **** they nsaid i can file a appeal i did the case manager ************** called me she didnt want to her nothing i had to say,she wasnt on my side so i dont know why she took my case. i told her i want to cancel my account why im paying for something and i got a issue AND IT CANT GET FIX. ON TOP I PAID A 100 FOR NOTHING mera to look down the drains he seent ki ***** how just went off what i said he didn't use any can the spots on my ceiling for the leak. he used his cell to do his diagnose he wasn't
Business Response
Date: 03/22/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 12981854).
Our records indicate that the claim was placed on March 7, 2024, stating that the kitchen sink has not water, in addition to a leak from the upstairs shower which is leaking into the basement. *** dispatched KC ******** Services, LLC to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the faucet is clogged with recommendation of replacement. The technician also reported that no other leaks were found.
Based upon this information, *** denied claim coverage as the policy excludes coverage for "fixtures" as per section D, Plumbing System of the User Agreement.
The customer appealed claim outcome stating that the issue has been occurring prior to purchasing their home. It was explained that if any issues were occurring prior to purchase of their home that the failure would also be considered pre-existing. As per section 7(p) of the User Agreement, "We will not pay for the repair or replacement of any covered systems or appliances if they are inoperable as a result of pre-existing conditions, deficiencies, or defects."
With respect to the service call fee, the fee is required for each claim placed regardless of claim outcome. As per section 3(e) of the User Agreement, "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."
Lastly, our records indicate that the customer's policy remains active. Nonetheless, if the customer wishes to proceed with policy cancellation, in goodwill, *** is pleased to offer a full refund of the paid policy premiums in the amount of $138.75 ($46.25 x 3 months). Should the customer wish to accept as resolution to this matter, they may contact me directly via email at *******************************************.
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:03/21/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
False claims of covering repairs and false promises fixing appliance I contacted this company about 10 days ago with the issue about my refrigerator. Mind you they have not contacted me back they keep saying that its up to the technician when I spoke to the technician they said they resolve the issue that they sent over that they were trying to find a part but have been unsuccessful. They keep giving me the runaround telling me two days and two days every other day. This company is a scam. They will just lead you on and string you along to think they are going to resolve the issue when theyre not. Ive been without a fridge for a long time and I have children in the home. Please do not purchase their policy. This is a scam. All the bad reviews speak for themselves. This is a dishonest company that will just take your money and find way to not pay out for a claim whatsoever or even help you replace anything or fix it.
Business Response
Date: 03/22/2024
**********************,

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

Thank you,
********************
Customer Answer
Date: 03/29/2024

Complaint: 21469616

I am rejecting this response because: my policy number is 265994149.
Claim number 13042373 Ive been without a fridge for almost a month and you guys have not called one time to follow up or anything to follow up whatsoever. Ive spoken with ***** explained to me that there is no part in stock because of how old the fridge is you guys keep delaying the process because you dont wanna do anything about it.

Regards,

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

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 13042373).

On March 13, 2024, the customer placed a claim stating that the freezer was not freezing. *** dispatched the claim to our vendor network and scheduled an appointment with A&E *************** for 3/15/24. However,please accept our apology as there was a delay in the technician obtaining the necessary parts (compressor & drier). Per section G. Limits of Liability (15), "We are not liable for: any failure to obtain timely service or delays in obtaining parts, equipment, or for delays due to conditions beyond Our control, including, but not limited to, labor difficulties, strikes, riots, pandemic, war, acts of war, fire, floods, embargoes, insurrections, or acts of god."

HWA confirmed with A&E *************** today (4/4) that the parts were delivered to the customer's home and a repair appointment is also scheduled for tomorrow, 4/5/24.

HWA requests this matter be closed.

Thank you,
********************
Initial Complaint
Date:03/21/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
CLAIM #******** POLICY #********* WAITING FOR A PART. CALLED EVERY WEEK SINCE 2-16-24 FOR STATUS /ALWAYS THE SAME ANSWER. I CHECKED WITH 5 DIFFERENT SUPPLY HOUSES IN STOCK WITH ALL 2-3 DAY SHIPPING.
Business Response
Date: 03/22/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 12716051).
Our most recent records indicate that HWA approved replacement with a buyout in the amount of $986.
Per sections 7(I) and &(O), Limits of Liability of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacement will be of similar or equivalent quality and efficiency...we are not responsible for upgrading or matching dimensions brand or color) in the amount of Our actual cost, which may be less than retail, to repair or replace any covered system, component, or appliance."
The customer accepted the buyout on March 21 and the ****** eGift card is currently processing, which can take up to *************************************************************************************************** directly via email at *******************************************. All payments are subject to 30 days processing.
HWA requests this matter be closed.
Thank you,
************
Consumer Advocate
Customer Answer
Date: 04/12/2024

Complaint: 21466000

I am rejecting this response because:
WITH GIFT CARD FOR LOWES HARDWARE FOR THE *** OF $ ******. THEY SAID IT WOULD COME BY E-MAIL MY E-MAIL IS ( ******************) MY FRIG HAS BEEN DOWN SINCE FEB, 17 LIVING OUT OF AN ICE CHEST AND A TRAILER FRIG. THE COMPLAINT # WAS ********

21466000 ***************************

THANK YOU VERY MUCH, *******************;

CLAIM #********

Regards,

***************************
Business Response
Date: 04/15/2024
**********************,
Our records indicate that the ****** eGift card was issued to the customer on April 9, 2024, and sent to the customer's email on file of **************.
If the customer has not received the gift card, they may contact me directly via email at *******************************************.
HWA requests this matter be closed.
Thank you,
************
Consumer Advocate
Initial Complaint
Date:03/21/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
NRG, HWA Home Warranty of America has an outside water line warranty. I have been trying to cancel it since December 2023. They call over and over again. The warranty is "cancel at any time". Now they want to charge me for ******** February and March of 2024 and will not cancel the warranty until I pay those months. This has been going on since January. They refuse to cancel because they say I have to pay for each passing month. They claim their "system" does not show the cancellation. If i try to cancel now, they refuse saying you must pay. This is their error. And they refuse to consider it must be a system error or to cancel now.
Business Response
Date: 03/26/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding policy cancellation (policy no. IL03-SA01620088).
Our records indicate that the customer processed a cancellation of their policy on February 6, 2024, however they were not *********** a refund as they were monthly policyholders and did not pre-pay for term coverage. As per the Cancellation clause of the User Agreement, "if this Contract is cancelled after 30 days from the Coverage Period Start Date, You will be *********** a pro rata refund of the Contract Fee You paid for the unexpired term..."
Additionally, *** has no record of the customer contacting us in December to request cancellation of their policy.
Nonetheless, in goodwill, *** has authorized a refund to the customer in the amount of $151.44 ($75.72 x 2 months) which accounts for paid premiums for the months of January and February. *** did not charge a premium for March as the policy was cancelled in February 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:03/20/2024
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 for years, the service has always been a little mediocre. I stuck with them because I haven't needed to actually use it very often. The last claim I filed last year, they told the technician to use cheap parts and they didn't care if it only provided a temporary fix, I should have canceled then. This time I contacted them because my freezer and refrigerator stopped working for context it's 5 years old and a G.E. I called and explained the situation they said it will be assigned in 24 hours since I'm in a city not a rural area. I got an email the next day saying someone won't come out until the following day, by which time I'll have to throw out most of the food I just spent $500 dollars buying. When I called to explain the situation they didn't care at all and told me they weren't an emergency company. I could have literally called a company and they would have someone come out the same day, with a $100 consultation fee. I doubt whatever is wrong with my refrigerator is an $800 problem. I feel as though this company is really a bait and switch, once they get your money they don't even try to give you good service. Also when I called to make a complaint they said no one would contact me in response, i.e. the complaints aren't taken seriously. I will not be renewing my policy, I paid atleast $800 for a policy I use maybe once a year with a $100 service fee per claim that I use to fix an issue each time that would have cost less than the policy. I believe in being prepared that's why I have a policy, however if they're not going to actually help me and make sure the issues are fixed correctly and in a timely matter, I'm better off just using a different company.
Business Response
Date: 03/20/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 13103975).
Our records indicate that the customer placed their claim for service on March 19, 2024.
As per section 1, **************** of the **** Agreement, "You must notify Us as soon as a problem is discovered. We will accept Service Requests 24 hours a day, 7 days a week, 365 days a year. Under normal circumstances, We will assign an Authorized Repair Technician within
48 hours from receipt of Your Service Request."
As per section 1, Limits of Liability of the **** 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."
*** assigned the claim the same day the claim was placed with an appointment scheduled for tomorrow, March 21. As such, *** will determine claim coverage upon receipt of the technician's diagnosis accordingly.
Lastly, HWA is not liable for food spoilage. As per section 6, Limits of Liability of the **** Agreement, "We are not responsible for consequential or secondary damages.
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: 03/21/2024

Complaint: 21459178

I am rejecting this response because:
While I do understand the business may have abided by their written policy. They definitely need to advise their sales team to over sell their policy with promises they have no plans to fulfil. Them just responding with just what their policy says indicates exactly what I'm talking about. They have no consideration for their consumer. They are a low budget company that hands out low-cost contracts so they of course cannot get someone to come out quickly. They also encourage technicians to use substandard equipment and cheap fixes as to keep costs low on their end. They do the minimum possible to fulfil their contract, it's just bad business practice. I guess you get what you pay for. Also no one has contacted me about my complaint other than through the BBB so 0/10 for customer service.

Regards,

*****************

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