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:03/14/2024

  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.

  A year Home Warranty of America (HWA) plan was purchased and paid in full in November of 2023. On March 6, 2024, I called HWA to file a claim due to my AC unit not cooling. During the call, I repeated and emphasized that my ac unit is on the top of my two story home roof and asked that the information be included in the notes for the vendor. I was assured that information was included. My claim was assigned to EMSHVAC LLC dba EMS **** Services - ****** for March 9th. I immediately called EMS to inform them that notes needed to include a request for tall ladder. On March 9th, *** called and informed me that they were unaware that a ladder was needed to complete my work. The tech said he would call me back, but never did. When I called EMS I was informed that they couldn't fix my ac. I immediately called *** and explained what happened. I asked *** to note that I do not want EMS assigned to any of claims and was assured this was noted. *** reassigned my claim to ******** Heating and Air who only had a voicemail stating that their repairs are delayed due to the office flooding. I called HWA and they confirmed the information and once again reassigned my claim for March 15th. I called the tech and was informed that they were also unaware of a ladder being needed and couldn't promise that my ac would be accessed. I called *** and asked for a manager and was told once again that a manager was unavailable. I was transferred to the resolutions department who canceled my claim and recreated a claim with capitalized letters stating that a very tall ladder is needed. My claim was reassigned for March 15th to EMS! It is evident that *** never intends to send a tech that can fix my ac. I have been staying in a home that is 84 degrees since March 6th. *** refuses to let me speak to a manager and tells me that no manager is available no matter what time I call.

  Business Response

  Date: 03/19/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claims (no.: ********; 13032986).
  
  Please also accept our apology for the delay in securing a technician to access the unit on the roof.
  
  Our most recent records indicate that as of 3/15/24, the customer elected to use a technician of her choosing and submit for claim reimbursement.A form was then sent to the customer with instructions on how to move forward.
  
  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.hwaclaims.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.
  
  HWA is pending a diagnosis at this time. Upon receipt of such a claim determination will be issued in accordance with the terms and conditions of the user agreement.
  
  Thank you,
  ********************
  

• Initial Complaint

  Date:03/11/2024

  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.

  I am very upset with the service we have been receiving with home warranty. We have had this service for over 9 years and it has started to become a serious issue wherever we need repairs. I believe the company is under new management because things have charged drastically. We had a gentleman come out to fix our dryer in the last couple of months due to a lot noise the same gentleman came to our home this time to fix the dryer. We started to hear the same noise as before and once the guy opened it there was a hole in the drum. When he came out before the drum was the issue. I believe he knew we needed one and didnt inform us. I feel this is a scheme. The same issue happened with our dishwasher. It was broken we got a replacement, someone came out and a few weeks later it was not working. We will have to file another claim for that. I dont understand why we have to have your companies come and fix things over and over again. Every time you have to pay another fee for the technician to come out again. If they look at the previous claim they would see it was the same issue. It was the drum and then a few months later the drum again. We put clothes in the dryer clearly it was a bigger issue when the guy came out the first time. The guy came in a regular car with no name of his business. He wasnt prepared to fix the dryer correctly, he had a small tool box. If you want to appeal the denial of the claim, they assign you a case manager, who is very rude and who will only tell you the claim has been denied and they can give you a few months toward your installment. The case manager stated the company is not liable for technicians that come out. I would like a replacement dryer. We have been loyal customers for over 9 years, surely this isnt the way they should treat a loyal customer.

  Business Response

  Date: 03/12/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dryer claim (no.:12936605).
  
  On March 4, 2024, the customer paced a claim stating that the dryer drum was broken and making a loud noise while in use. *** dispatched ********************* and based on the diagnosis received from the technician it was determined that the drum was physically damaged/cracked. Therefore, the drum needs to be replaced.This is not a normal wear and tear failure.
  
  Please refer to section Limits of Liability (6), 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. In lieu of such, *** offered the customer two free months of service and the customer accepted.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 03/13/2024

  
  Complaint: 21406830
  
  I am rejecting this response because:During the discussion with the case manager. I stated that I would like a replacement and she denied the claim. I also stated that the information in the warranty was subjective and it didnt explain the issue with the dryer. I stand firm that something was wrong with my dryer the first time the gentleman came to our home to fix it. It was then the same gentleman sent to fix it the second time. The case manager stated that when the gentleman came out the first time the findings were not the drum and thats is untrue. It was in fact the drum that was the issue. The same gentleman then comes out a few months later to fix A Drum Issue. I would prefer a replacement instead of the 2 months. I also stated to the case manager that we paid ******, for the guy to look at the dryer and per is words he stated *** never seen anything like this. Which doesnt mean it cant happen. Can you explain where exactly the issue with the dryer states you dont fix it? What is the determining decision on the cause of the dryer drum been broken? What did the gentleman say the issue was? 
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 03/18/2024

  **********************,
  
  We apologize that the customer is still dissatisfied. However,the Case Manager denied her request for replacement as this was a denied claim.*** also stated in our initial response that the claim was denied as the drum is physically damaged/cracked. Please be advised that ************** specifically reported that the drum has a crack inside with a large hole. As the policy does not cover for such (LOL6), the claim determination will remain as non-covered.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

• Initial Complaint

  Date:03/08/2024

  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.

  In 10/23 and 11/23 I was called about my product that was expiring and if u wished to renew. I refused renewal and let my policy cancel. To my surprise, HWA auto renewed my policy instead of letting it stay expired, and on 12/4/23, 1/2/24, and 2/2/24 HWA wrongfully took $67.57 out of my account each date for a policy that was expired. This amount totaled: $202.71. I called on 2/12/24 when I noticed the transactions and spoke to Nick (7:11a) , Angela (8:35a) and Peter (3:15p) (all resolutions managers) who all stated a refund would be processed for $202.71. On 2/13/24, $67.57 was refunded back to my card, but the other $135.14 was never processed and never received. I called on 2/14/24, 2/20/24 and today 3/8/24, and 2 different resolutions managers (Male, unknown name 4:03p) and Jeff (4:12p) both said the case is closed and that a refund was “processed.” A 3rd representative, Nadia (4:15p), stated she saw where the $135.14 was never properly processed, just a task was created for billing, and that billing never sent a check and never sent a refund ACH over to my card company and that the refund and it is still due to me. I need someone to assist me in getting my money back as they are giving conflicting information and I am still owed $135.14. I called my bank, there is no pending refund on their end and Nadia (HWA) did not give me a timeframe to receive a refund, just that I needed to wait. I have uploaded redacted bank statements. Please assist. Thank you.

  Business Response

  Date: 03/11/2024

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

  Our records indicate that HWA corresponded with the customer on November 19, November 26, and December 2, 2023, informing of policy
  expiration and autorenewal.  Per sections 4 and 5, Coverage Time, Renewal & Payment of the User Agreement, "Offers for future coverage is at Our sole discretion. You will be notified of rates and terms for continuation of coverage at least 30 days prior to the expiration of the initial Coverage Period End Date and any Renewal Term.  If you elect to renew coverage for an additional one-year period following the expiration of the initial coverage period, you will be automatically renewed for additional one-year period thereafter." 

  The customer did not record their preference to cancel upon
  expiration and therefore the policy renewed at the auto renewal rate of $67.57 accordingly.

  On February 12, the customer contacted us and processed a cancellation of their policy however they were not entitled to 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 entitled to a pro rata refund of the Contract Fee You paid for the unexpired term." 

  Nonetheless, in goodwill, HWA has authorized a refund to the customer in the amount of $202.71 which accounts for paid premiums for the months of December through February ($67.57 x 3 months).  All payments are subject to 30 days processing. 

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

  Thank you,

  Lori J.
  Consumer Advocate 

  Customer Answer

  Date: 03/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  HWA relentlessly called me on the phone number listed on file, almost everyday from October - December of 2023 asking if I planned to renew. I told each representative NO. Not one of them mentioned to do anything in writing. I am 68 years old and ask several questions when dealing with people to avoid confusion, miscommunications and misunderstandings. They each advised without consent, the policy would expire and no further action would be necessary. So, how does that equate to the company making the decision to auto-renew? Previously, I always spoke to a representative, who offered some sort of special pricing, and I would make a one time yearly payment, so them auto-renewing and charging my account on a monthly basis is not the practice I had with this company and I would not have even considered checking my card for their erroneous charges. It is disheartening that the company would blame me for them essentially attending to steal from a former customer and I am glad to hear a refund will be processed due to them fraudulently charging my card. If their calls are truly recorded, then they have multiple recorded calls of me rejecting the offer to continue services with them. If no refund is received in 30 days, I will follow up with another complaint and a lawsuit if necessary. 
  
  
  
  Regards,
  
  
  
  ********* *****

• Initial Complaint

  Date:03/07/2024

  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.

  Purchased a new home in January 2024. With the purchase of the home, I was given 2 years as a diamond member with *** (home warranty of America). Living here for about a month, I encounter issues with certain appliances such as a sump pump (which is allegedly covered by the diamond plan), experience a gas leak and have the city shut my gas off for safety reasons. I have 0 hot water and heating for a week. I file a claim with HWA to have these problems resolved, a technician comes by and expresses his concerns with me, submits his information to the company to file a warranty claim. Then I get emailed stating my problems are not covered and they are sorry. Every time you file a claim, you need to pay $100 regardless. The technician does not fix that issue the same day either. I had HWA file 2 claims for me and told them about the issues I was encountering and to no demise, its still my problem somehow. So now I am seeking a 3rd party to resolve these issues out of my expense and spending more money to have all these situations resolved so my family and I can have hot water, heating, and other necessary amenities restored.

  Business Response

  Date: 03/08/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. ********), the plumbing system claim (claim no. 12947876), and the sump pump claim (claim no. 12979730). 

  With respect to the heating system claim, our records indicate that the customer placed their claim for service on March 4, 2024. HWA dispatched B&B ******** Services, LLC to the customer's home to submit the diagnosis, however upon receipt of their findings, it was determined that the customer would be required to place a new claim under plumbing system in order for the issue to be addressed.  

  As per section B(4) of the User Agreement, "You will pay a Service Fee for each ******************** request You submit to Us." 

  Our records indicate that the plumbing system claim was assigned to **************** Services. Upon inspection, *** requested the customer provide a copy of the Home Inspection Report in order to complete claim evaluation. As per section G(18) of the User Agreement, "We have the right to request routine maintenance records and/or home inspection reports in reviewing Our decision." 

  A copy of the Home Inspection Report was provided today in addition to a photo of the red tag and therefore the claim is currently pending with our Claims Review Department.  A claim determination letter will be issued shortly.  

  Lastly, with regard to the sump pump, our records indicate that the claim was also assigned to **************** Services who reported that the sump pump does not have check valve which is causing the system to run constantly. Based upon this information, *** determined that the failure does not constitute normal wear and tear. As per section C(2) of the User Agreement, "All systems (a) must become inoperative due to normal wear and tear."  Further, HWA excludes coverage for "check valves" as per section D(6) of the User Agreement.  

  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: 03/08/2024

  [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:03/06/2024

  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.

  Policy #: ********* Claim #: ******** I filed the above claim for a non-active thermostats issue for my rental property at *****************************************************************After visit by an outside vendor tech on March 2nd, a determination email was sent to me:Thank you for your recent claim submission. We understand how important it is to have claims processed in a timely manner and we appreciate your patience while we reviewed your request. After careful review, we regret to inform you that your claim is not covered.Based on the information provided to us by you and the Service Provider(s) assigned to your claim, it has been determined that the heating system has developed buildup and is in need of a cleaning/maintenance service. The gas valve has also failed. The system is also in need of a new sediment trap. This unit has not entered the policy in proper working order and is not working properly due to pre-existingconditions.. Please refer to section 0 of your policy. Your policy has the following exclusion, “Covered Systems and Components” means systems and components as specifically described herein as “Included” under Your Plan andare in proper working order on the Coverage Period Start Date .-------------I scheduled a follow-up phone call with a case manager ***********************: ********************* e: ******************************** She basically repeated that the claim was denied due to 'lack of maintenance' but did not mention the non-active thermostats issue at all. She quickly hung up on me after I displeasure with the company.I had Home Warranty of America on 3 of my *********** properties for the last 20 years and had been treated with respect by previous escalated 'case managers' but not ********************* *********** has breached its contractual duty in denying the claim and the whole world should know about its dishonesty.Please help me to get the repair I deserve before canceling all of my policies with ***

  Business Response

  Date: 03/07/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 12901616). 

  Our records indicate that the customer placed their claim for service on February 29, 2024. HWA dispatched True Comfort HVAC, **** to the customer's home to submit the diagnosis.  Upon inspection, the technician reported, "replace gas valve, clean unit, modification gas line, install sediment trap, replace gas flex and shut off valve". The technician further reported that the cause of failure was due to "lack of maintenance". 

  *** 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 heating system has developed buildup and is in need of a cleaning/maintenance service. The gas valve has also failed. The system is also in need of a new sediment trap. This unit has not entered the policy in proper working order and is not working properly due to pre-existing conditions." 

  The customer appealed claim outcome and it was explained that the claim will remain non-covered in accordance with the terms of their contract as the policy excludes maintenance related failures. Further, HWA does not provide coverage for modifications. 

  As per section 7(J) of the User Agreement, "We are not liable for repairs related to costs of construction, carpentry, or other incidental costs associated with the alterations, modifications, or upgrades of all appliances, components, or installation of different equipment and/or systems." 

  As per section 7(M) of the User Agreement, "We are not liable for normal or routine maintenance. You are responsible for performing normal and routine maintenance." 

  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: 03/07/2024

  
  Complaint: 21391076
  
  I am rejecting this response because:
  
  It does not address the original claim for the faulty thermostat, which is NOT a maintenance-related.  Previously *** had covered and replaced a thermostat at my other property without issue.

  I have not seen any actual pictures or diagnose report from the technician which caused the *** to make the determination of the claim and refused to believe without a secondary opinion.

  There is no 'modification' of anything done at all so I do not know what *** is talking about.

  It seems to be a trend from my experience from multiple Home Warranty companies  (***, American Home Shield and Select Home Warranty) to find unproven causes of the repair to avoid covering the claims using the Exclusion clauses on their contracts. 

  I have had *** for more than a decade on multiple properties and did not encounter such blatant attempt to avoid paying for claims until now.  Did the fact that Choice Warranty took over have anything to do with the recent downhill in service quality?

  *** also had changed the renewal method to 'automatic" TWICE without customer authorization.  In order to profit from renewal fees from customers who are not proactively renewing amounts to FRAUD on their part and should be investigated and publicized widely.

  *** used to be so responsive and professional previously and had the best experience compared to Shield and Select.  I totally regret coming back to *** after trying out Shield and Select recently.

  I hereby request for a second opinion from another authorized vendor.  

  Or if I hire another vendor on my own and prove that the need for repair is NOT caused by alleged lack of maintenance, *** will be on the hook to pay the entire bill. 

  I'm also considering canceling both of my existing contracts on two of my properties given this experience.

  Also, will be filing a complaint with the ********** ********** of *******************************************************************************************************************************

  Business Response

  Date: 03/08/2024

  **********************,
  
  HWA is sorry to hear of the customers continued frustrations; however, the technician did not report failure to the thermostat.  As per their diagnosis, replace gas valve, clean unit, modification gas line, install sediment trap, replace gas flex and shut off valve". Should the customer wish to obtain a copy of their diagnostic report and photos, they may contact the technician directly at ************.
  
  With respect to modifications, the technician reported that the unit requires modification to the gas line.  HWA excludes modifications as per section 7(J)of the User Agreement. 
  
  With regard to auto renewal, as per section 8(B) of the User Agreement, This Contract will automatically renew at the conclusion of the first Coverage Period unless otherwise noted. You will be notified of any changes to the prevailing rate and terms for renewal at least thirty (30) days prior to auto-renewal.
  
  HWA is relying on the diagnosis provided to us, however,should the customer wish to obtain a second opinion diagnosis at their own expense, they may provide the diagnosis to me via email at ******************************************* for further claim evaluation.  Please note, *** does not provide reimbursement for unauthorized repairs and therefore the diagnosis must be provided prior to having any repairs completed.  As per section 3(D) of the User Agreement, We will not reimburse for any services performed without Our prior approval. 

  Thank you,

  ************
  Consumer Advocate 

  
  

  Customer Answer

  Date: 03/08/2024

  
  Complaint: 21391076
  
  I am rejecting this response because:
  

  "replace gas valve, clean unit, modification gas line, install sediment trap, replace gas flex and shut off valve""    = ALL of these issues can be refused coverage with ONE BLANKET exclusion clause of 'lack of maintenance'??  that's just dishonest!  then why buy home warranty if HWA can just reject ALL claims based on 'lack of maintenance"

  At least SOME of the items should be covered as not all items required 'maintenance'

  As for modification required, the unit was FUNCTIONAL prior to the claim was made (had continuous American Home Shield warranty prior to HWA.. made NO claims on the AC/Furnace unit at all - proof available upon request)

  Why is modification needed when the unit was working for many years prior????

  Thermostat is still not functional.  It MUST be replaced as it does NOT require maintenance ( should I have dusted it every day?????)

  I have also found MULTIPLE marketing emails from HWA claiming "avoid the full retail cost of repairs with a home warranty"  

  Lastly HWA made unauthorized change to my renewal process after I specifically changed to to non-automatic and then received ANOTHER email that they've changed it to auto-renew.

  If this isn't a scheme to defraud consumers I don't know what it is!

  HWA just want to collect premiums and pay out nothing at all!

  (HWA was GREAT prior to this claim.. it did take care most of previous claims responsibly).  One case manager actually approved a 'courtesy coverage' of a previous so-called 'non-covered' item.

   

   

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

  Business Response

  Date: 03/08/2024

  **********************,
  
  The technician did not report failure to the thermostat.  Additionally, the issues reported in the diagnosis could be related to the functioning of the thermostat accordingly.
  
  As outlined in our prior response, the customer has the option of obtaining a second opinion diagnosis at their own expense for further claim evaluation. 
  

  There is no further information to provide. 
  
  If the customer wishes to continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in their contract.
  
  HWA requests this matter be closed.      

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:03/05/2024

  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 my home warranty company on 10/12/23 for our hot water heater not providing hot water and leak on the cold water supply line. They sent out a plumbing company requiring me to pay a $75 service fee and the diagnosis was submitted. I was notified by the warranty company that my claim was reassigned to a new plumbing company because the plumbing company did not provide their diagnosis. I reached out to the plumbing company and asked about this and they gave me time stamps of when they submitted all of the information to the warranty company. I reached back out to the warranty company to call them out on their lie and was advised there was nothing they would do as the claim was already reassigned to the new plumbing company.The next plumbing company comes out, requiring another $75 service fee, and gives the warranty company their diagnosis of the hot water heater not heating up and the cold water supply line leak. I was next advised that the fix to the supply line was determined that it was not a "repair" but a "modification" even though the plumber said it was a repair. So to fix this I had to pay out of pocket $249. After they came back to fix the supply line this did not solve the issue for the hot water heater producing hot water and they said that they would relay this information to the home warranty. I get notified by the home warranty company that my claim has been closed due to all repairs being complete. I reached back out the plumbing company asking about this and if they told them about the hot water heater not working and they said they weren't going to provide the warranty company with this information because they don't to do work with them anymore. I then called the home warranty company and spoke to 10 different people asking if my claim could be reassigned to a new plumbing company due to a conflict of interest and was advised that I couldn't and would have to open a new claim even though the job was not completed properly.

  Business Response

  Date: 03/06/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 11293738) and the plumbing system claim (claim no. 11467454). 

  Our records indicate that the customer placed their claim for service on October 18, 2023.  *** dispatched Perfection Plumbing to the customer's home to submit the diagnosis. Upon inspection, *** returned the claim to dispatch in order to obtain a second opinion.  As per section 16, Limits of Liability of the User Agreement, "We reserve the right to require a second opinion, which We will obtain at Our own cost." 

  HWA waived the service call fee and reassigned the claim to Level 99 Plumbing, LLC to submit their findings.  Upon inspection, the technician reported that the water heater vent is installed improperly and requires modification. 

  *** 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 venting was not properly connected or installed and is unable to work properly and is now in need of replacement. Please refer to section Standard C0 of your policy. Your policy has the following exclusion, flues and vents." 

  The customer appealed claim outcome stating that they contracted with Level 99 Plumbing to address the vent, however they continue to have the same issue.  It was explained to the customer that they would be required to place a new claim for service in order to address any additional failures.  

  With regard to the plumbing system claim, our records indicate that the claim was also assigned to Level 99 Plumbing who reported that the supply lines are leaking in addition to the shut off valve.  The technician further reported, "Will need to add $145 to replace water supply lines also $249.99 for a waterline modification to replace the shut off valve." 

  As such, HWA provided the technician with authorization to replace the supply lines and valve and advised the customer of non-covered charges in the amount of $249.99 to account for modifications. As per section 4, Exclusions of the User Agreement, "We are not responsible for providing upgrades, components, parts or equipment required due to the incompatibility of the existing equipment with the replacement system, appliance or component/part, including but not limited to SEER standard, R-410A and/or 7.7 HSPF or higher compliant, as well as any other efficiency required by federal, state, or local governments." 

  The customer appealed and it was explained that the non-covered charges are to account for system modifications, which are excluded from coverage.   There was no further contact from customer after December 19, 2023, and therefore the claim closed after 30 days of inactivity. 

  On March 1, 2024, the customer contacted us stating that they are having the same issue, and they were advised that a new claim for service is required as the claim has since closed. However, the customer failed to place a new claim and the policy expired on March 5, 2024.  HWA cannot service inactive policy.  

  As per section 1, Coverage Time, Renewal & Payment of the User Agreement, "Coverage begins on the Coverage Period Start Date and continues until the Coverage Period End Date, as set forth in the Coverage Letter."  

  No further action will be taken. 

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

  Thank you,

  ************
  Consumer Advocate 

   

• Initial Complaint

  Date:03/04/2024

  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 bought a homeowners warranty. I attempted to use the warranty for my air conditioning unit which is not working properly. The first service was January 26, 2024. Yes, it turns on and yes it runs but not properly. I called HWA and put in a claim. They first sent out a contractor on January 26, 2024. This contractor said the unit was not working properly and that parts would not be able to be found to fix it. They suggested replacement. Of course, *** does not want to replace, so they canceled the first contractor's suggestion and sent out a second contractor on Feb 5. The second contractor said they could replace some parts to make it run smoothly and put out cold air without replacing the entire unit. Now *** is saying that the second contractor told them the unit works fine. The second contractor never turned the unit on, he just tested things within the unit. He said they should replace the condenser fan motor because the motor amps were too high. He also said the capacitor was too low and needed to be replaced. *** is saying the contractor did not say that. I called the contractor and he said he told *** they needed to replace those parts at the minimum. Someone is lying and *** refuses to take care of the issue.

  Business Response

  Date: 03/08/2024

  **********************,
  
  Home Warranty of America (HWA)apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 12534719).
  
  Our most recent records indicate that RTC Heating and Air Conditioning have been authorized to replace the capacitor.Authorization was sent to the technician as of 3/6/24. The customer may contact the technician directly at ************** to schedule a repair appointment.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

• Initial Complaint

  Date:02/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/5/24, our hot water heater went out. We contacted our home warranty HWA to file a claim. After 24 hours, they were unable to have someone dispatched out to our home and sent me an email with 5 steps to use our own provider and how to submit the invoice from the vendor of our choice. We completed the five steps and had our vendor submit the invoice on our behalf. I received an initia email from HWA , stating that they needed more information from the vendor like photos of the water leaking and a more itemized bill breaking down labor and parts which were provided. We had to pay out of our own pocket 2100 dollars. They again refused to cover our claim stating that we did not get approval from them before proceeding. I set up an appt with them with their case manager and she told use that there was 7 steps to complete. I told her that our email on had 5 steps for which we completed. She refused to direct me to someone higher than her and told me she had to go to have a meeting with another client when I asked for a better resolution. Followed by her hanging up on me. I then called back and asked customer service to direct me to someone higher and was told that the case manager were the highest available. I then asked who the president or CEO of the company was. And I was refused this information.

  Business Response

  Date: 03/04/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their water heater claim (no.: 12635843).
  
  On February 5, 2024, the customer placed a claim stating that there was no hot water. *** dispatched the claim to our vendor network.Although, the following day the customer elected to use a technician of her choosing and submit for claim reimbursement. A form was then sent to the customer with instructions on how to move forward.
  
  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.hwaclaims.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.
  
  Upon receipt of the technicians diagnosis that the water heater was leaking, *** requested photographs showing the leak, data tag of the unit and a complete price breakdown including all parts, labor and any associated modifications. Please refer to the reimbursement instructions line item (3), For heating and air conditioning claims photos will be requested. To avoid any delay in processing
  
  However, it was determined that the customers technician replaced the water heater without HWA approval. Please refer to section **************** (2), We will not reimburse for any services performed without Our prior approval. The reimbursement form also states, Failure to obtain authorization before repairs commence will cause a forfeit of your right to receive reimbursement from HWA.
  
  Upon speaking with her Case Manager, *** offered to reimburse the customer in the amount of $300.00, but she declined.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

• Initial Complaint

  Date:02/23/2024

  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.

  I had an A/C problem around March 2023. it was not cooling and the temp inside my house was in the mid 80s. I filed a claim with your company and a technician by the name of *********************** came and diagnosed the problem. I paid him the trade fee. I was told that I needed another A/C unit in my attic. He turned the diagnosis over to HWA. It took a while but my claim was approved but I had to pay for some parts out of pocket to the Technician that was not covered. I agreed. I had to wait a couple of weeks to get the unit but finally around April 1, 2023 I reached out to the Technician and that's when I was told that he would be at my house that Sunday, April 2nd @ 10 am. Well it was delayed because apparently the truck with my unit was late delivery to ********. I got another text message from ************** on April 3, 2023 informing me that he have the unit and just loaded it up on his truck. The next day he came to my house and installed the unit.I had so many bad experiences with *** and your customer service was very unprofessional. I had enough so when my policy expired I did not renew it and joined CHOICE HOME WARRANTY.I never had to use the warranty until this month in February 2024. We live in a 2300 sq. ft. house with 2 baths. The only people living in the house if my husband and I. We never used the hall bad but from time to time I would go in and clean it. Anyway, My son came home from the military and jumped into the shower. He came out with a towel wrapped around me and told me that our bath Ceiling was leaking water. I went in to investigate you can see the water stain and when you touched it, it was wet....I filed a claim with CHOICE HOME WARRANTY and when their Tech came out and submitted his report, my claim was denied. It was denied because the unit was installed improperly. What ever that mean. I called Choice HW first and they suggest that I call Home Warranty of America which I did. I was told that I had a 30 day warranty for installation. My response was, " I am not an A/C Tech how in the h*** I'm suppose to know if a unit is installed improperly?" I would not know what to look for. Bottom line the claim remain denied. I reached out to the Technician, ********************* and when he called me back I told him what the problem was. He said he was over to my house the next day. That was almost two(2) weeks ago. I tried calling and Texting him and now I'm being Ghost.I am at my breaking point with American home warranty. All I want is for them to fix what should've been done in the first place. Install my unity properly! I'm Told that *** was bought out by Choice Home Warranty. that was a joke trying to get them to help. I did not choose this company. It came with the purchase of the house. I would've done my home work with BBB first! I am sending a letter to the *********** in ********** to ***!!!

  Business Response

  Date: 02/27/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 7907241). 

  Our records indicate that the customer placed their claim for service on March 25, 2023. *** dispatched ****************************************************** to the customer's home to submit the diagnosis. Upon inspection, *** approved replacement of the air handler and informed the customer of non-covered charges in the amount of $869 to account for the cost of modifications necessitated by replacement, which the customer accepted. 

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

  Our records indicate that the unit was installed on or about April 5, 2023.  As per section 5, **************** of the ******************* Services provided under this Contract should fail, We will provide for the necessary repairs without an additional Trade Call Fee for a period of 30 days on parts and 30 days on labor from the date the Services were materially complete." 

  As per section 15, Limits of Liability, "You understand and agree that We are not a contractor. We will not be the Authorized Repair Technician and We will not perform the Services under this Contract. We engage third-party, independent contractors to service homes under the Contract. We will subcontract with Authorized Repair Technicians that meet Our standards. You understand and agree that We: (i) are not liable for the negligence, omissions, or other conduct of the Authorized Repair Technician; and (ii) are not an insurer of the Authorized Repair Technicians performance." 

  Our records indicate that the customer's contract expired on August 29, 2023, and no additional requests for service were received prior to expiration of their contract. Therefore, should the customer wish to place a complaint regarding service under Choice Home Warranty (CHW), the complaint must be placed in the proper BBB portal and a response will be issued 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:02/22/2024

  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 contacted the company 01/04/2024 refrigerator/freezer not cooling *************** has been assigned to your claim and an appointment has been scheduled for Thursday January 4th, 2024 between the hours of 07:00 AM and 06:00 technician came out same day said he needed to order a evaporator coil part came in 3 days after newt appointment to put the part in was January 18th technician came to install the part he said it was not the right part needed he said it was the defrost heater that needed to be replaced, he came back on January 28 to install the defrost heater next day refrigerator not cooling call warranty company to report the problem I requested a new company that date was February 14 2024, I called to get a closer date they gave me February 9th technician has never showed up I called the company and they said they would be out on February 16th no show I called February 20, technician said they was coming that evening no one showed up as of February 21, *************************************************** a date to come out to repair my refrigerator. I would like a full refund for the year of service I paid for and cannot get any service. I paid $100.00 service fee to the 1st technican that did not repair anything.

  Business Response

  Date: 02/28/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 12219266). 

  Our most recent records indicate that *** has provided the service provider, Trusted Handz, LLC, with authorization to replace the defrost heater and defrost bi-metal thermostat.  The approval was provided to the technician today and therefore they will schedule repair completion upon receipt of the replacement parts accordingly. 

  With respect to the customer's request for a full refund, the customer is not *********** a full refund upon request for policy cancellation as they are 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..." 

  Should the customer wish to request status of the parts, they may contact the technician directly at ************. 

  HWA requests this matter be closed. 

  Thank you,

  ************
  Consumer Advocate 

  Customer Answer

  Date: 02/28/2024

  
  Complaint: 21326287
  
  I am rejecting this response because:
  
  Again the

  1st technician said it was the evaporator coil

  2nd technician said it was not the evaporator coil  and said it was the defrost heater and thermostat.

  3rd technician finally came and said it was the board and timer so why is the company saying the 3rd technician said it was the heater and thermostat and when the 2nd technician already changed it already and it does not work, so as of today I still have no results from the warranty company and no working refrigerator..  
  
  Regards,
  
  ***********************

  Business Response

  Date: 02/28/2024

  **********************, 

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

  Upon further review, *** authorized replacement of the defrost heater and defrost bi-metal thermostat on February 12, 2024, with a repair appointment which was scheduled on February 26.  

  On February 28, the technician provided an additional update indicating, "Unit needs Main control Board to control defrost settings WR55X10942C ******************** Therefore, authorization was provided today for replacement of the control board based upon their most recent findings.  

  The technician was alerted of the approval via text and voicemail and will schedule repair completion with the customer accordingly.

  Should the customer have any questions regarding claim approval, they may contact me via email at *******************************************. 

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

   

  Customer Answer

  Date: 02/28/2024

  
  Complaint: 21326287
  
  I am rejecting this response because: This is totally unacceptable this has been since January 4, 2024, and 3 diagnosis and still do not know how much longer it will take to be repaired or if it will be repaired, its almost March and still no working refrigerator. Just like they take their payment out of my account monthly and a service fee when I need something repaired, and I have to wait 2 months to get a repair complete (hopefully) this is very very poor customer service. 
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 02/28/2024

  **********************,
  
  HWA is not liable for delays in service or repair. As per section 1, Limits of Liability of the User Agreement, Problems cannot always be diagnosed and repaired on the first Service visit. We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs.
  
  Additionally, authorization for repair was provided today and therefore the part must be ordered. Once the part has been delivered, the technician will contact the customer to schedule repair completion. 
  
  Nonetheless, in lieu of awaiting repair completion and as a goodwill gesture, *** is pleased to offer the customer reimbursement in the amount of $684.32, which constitutes HWAs authorized repair cost.  The customer has the option or either applying the funds towards repair or replacement of the unit and once the repair invoice or proof of replacement has been provided, *** will authorize reimbursement to the customer in the amount of $684.32 in the form of a check.  Should the customer wish to accept, they may contact me directly via email at ******************************************** All payments are subject to 30 days processing.   
  
  HWA requests this matter be closed.

  Thank you,

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