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:02/20/2024
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 started a warranty with Home Warranty of America (HWA) in October of 2023. I made a claim on my heater, they sent a technician out, I paid the $100 service fee, the technician never came back out to fix the problem. When I tried to contact *** a few months later to complain that the technician never fixed the issue, I was told that because it had been longer than ***************************************************************************** October of 2024 I made another claim; a technician came out after over a month, I paid the service fee, and since then absolutely nothing has been done or accomplished. Since then I have checked in and updated HWA monthly, if not bi-weekly, over failure for the issue with my heater to be fixed. They keep telling me to just wait longer in order to have the technician fix it. However, it has been 4 months since I have made a claim and nothing has been fixed. I'm out the $100 service fee and the monthly fee I pay HWA.
Business Response
Date: 02/21/2024
**********************,

Home Warranty of America (CHWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 11185810).

Based on the diagnosis received from ******* Heat and Air, HWA authorized the technician to replace the **** There are non-covered charges due to the technician in the amount of $385.00 for filter drier, nitrogen, recovery vacuum and labor. A repair appointment was scheduled for 12/18/23.

Per section VII. Limitations and Exclusions **** 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.

Filter Drier:$88.00
Oxy/Act: $18.00
Nitrogen: $12.00
Silfos: $12.00
Labor: $255.00 ($85 p/hr filter drier, recovery & vacuum)
Total: $385.00

HWA did not hear from the customer regarding this matter again until 1/8/24 wherein she advised that the technician did not complete the repairs. *** reached out to ******* Heat and Air, and he advised on 2/6/24 that the repair appointment was rescheduled for 2/15/24. Please accept our apology as the customer informed *** that the technician did not show for the repair appointment.

As an alternate option, *** will offer the customer our full costs for repairs in the amount of $240.00 upon receipt of a paid repair invoice. This represents our cost for the *** with labor. Should the customer choose to accept as resolution to her complaint please have her email *********************************************.

HWA requests this matter be closed.

Thank you,
********************
Customer Answer
Date: 02/21/2024

Complaint: 21319551

I am rejecting this response because: I have zero confidence that the repairs will actually be completed. It has been 4 month since the claim has been opened and it has not been fixed.

Regards,

***********************
Business Response
Date: 02/21/2024
**********************,

We believe the customer misinterpreted our offer. HWA is offering to reimburse the customer directly our full costs for repairs in the amount of $240.00 upon receipt of a paid repair invoice. Meaning, the customer can elect a technician of her choosing to complete repairs. Once HWA receives the paid repair invoice,we will issue reimbursement in the form of a check.

In the interim, *** reached out to ******* Heat and Air to see if they are available to complete repairs. Should the customer prefer, *** can also reassign the claim to a new technician. Please have the customer email ********************************************* to advise on how she would like to proceed.

Thank you,
***********************;
Initial Complaint
Date:02/20/2024
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.
Our furnace stopped working. We called HWA and submitted a claim. They sent a technician out who we paid $100 for the call. The technician submitted the information to HWA. HWA denies claim due to physical damage. Our furnace is 20 years old. This was a normal wear and tear case but because they didn't want to pay the claim, they chose to say we actually physically damaged our furnace. This company is crooked and will not pay claims that have any value.
Business Response
Date: 02/20/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 12710870).
Our records indicate that the customer placed their claim for service on February 11, 2024. *** dispatched People's Heating and Cooling to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the inducer motor is cracked. The technician did not report that the failure was a result of normal wear and tear and listed the cause as, ************** body is all broken into pieces."
HWA 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 inducer motor assembly is cracked and broken into pieces. This physical damage is not due to normal wear and tear. Please refer to section Limits of 6 of your policy. Your policy has the following exclusion, we are not responsible for consequential or secondary damages. This includes, but is not limited to, repair of conditions caused by any of the following: chemical or sedimentary build up, insect infestation, mold, mildew or bacterial manifestations, misuse or abuse, theft or vandalism, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, intentional acts, riot, lightning, mud, earthquake, soil movement or settlement, storms, accidents, pest damage, Force Majeure events (as defined below), failure due to excessive water pressure, or any other perils not considered loss or damage due to normal wear and tear."
The customer placed an appeal, and it was explained that the claim will remain non-covered in accordance with the terms of their contract. Thereafter, the customer processed a cancellation of their policy due to their dissatisfaction with claim outcome.
No further action will be taken.
While we regret to hear of the customers frustrations, CHW has abided by the policy terms and conditions and requests this matter be closed.
Thank you,
************
Consumer Advocate
Customer Answer
Date: 02/20/2024

Complaint: 21318625

I am rejecting this response because: I just had the furnace cleaned 3 months ago. We have the furnace cleaned every year. The inducer is made of plastic, and obviously broke due to normal wear and tear. *********** they sent out stated that the inducer was done and needed to be replaced, and unhooked it and pulled it out to see all that needed to be replaced. When he did this the cracked inducer cracked even further. Plastic can fail from normal wear & tear after 20 years and that is what happened. The information that HW lists in their response does not even cover what is happening here. There was no water, rodents, power surge, etc. This does not even pertain to the issue. The inducer is not working, the furnace is 20 years old, it did have a crack in the plastic, but then it cracked more when the company they sent ripped the inducer motor out of the furnace. He was having problems getting it out and used a s**** driver to wedge, and break it out of the furnace. His kid was with him and handed him the screwdriver to do it. That is where the cracked pieces they saw in the pictures came from. I need to receive compensation for the repair.

Regards,

***********************
Business Response
Date: 02/21/2024
**********************,

HWA is sorry to hear of the customers continued frustrations; however, *** did not deny claim coverage due to failure caused by lack of maintenance.

*** denied claim coverage as the failure was due to cracked inducer motor to which the failure was not the result of normal wear and tear. Further, the technician reported, the inducer motor body is all broken into pieces and did not report failure caused by normal wear and tear.

As such, HWA stands on the determination based upon diagnosis provided to us and in accordance with the terms of their contract.

Lastly, if the customer is asserting that the failure was caused by potential negligence on the behalf of the technician, they are required to direct their complaint to the service provider accordingly.

As per section 15, Limits of Liability of the User Agreement, 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.

There is no further action HWA will take.

If the customer wishes to continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in their contract.
Thank you,
************
Consumer Advocate
Initial Complaint
Date:02/19/2024
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 12/22/2023 HWA sent a service provider to assess an issue with our dryer appliance. The service provider stated that they would be ordering a part and then reach out to us. *** never called and the service provider never called. I got one email that got flagged as junk mail. *** wanted to replace the dryer but only for a model that was lower than what I currently own. They do not want replace the parts. They refuse to let me speak with anyone else that will rectify the issue. They are taking no responsibility for their actions and are not taking due diligence. They are purposely lacking communication to their customers so that they can usurp more money via fees and deductibles.
Business Response
Date: 02/20/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dryer claim (claim no. 11971934).
Our records indicate that HWA approved replacement of the dryer with a buyout in the amount of $335 on December 22, 2023.
As per sections 7(I) and 7(O) of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacements will be of similar or equivalent quality and efficiency to those being replaced...we are not responsible for upgrading or matching color, brand, or dimensions) in the amount of Our actual cost, which may be less than retail, to repair or replace any covered system, component, or appliance."
Thereafter, on February 19, the customer contacted us regarding status of the claim, and they were informed that a new claim for service must be placed as the claim has since closed after 30 days of inactivity.
Nonetheless, in goodwill, *** has closed the most recent claim placed for the dryer (claim no. ********) and is pleased to offer the customer a buyout increase from $335 to $576 as a final offer. Should the customer wish to accept, they may contact me directly via email at *******************************************. Upon acceptance, a check will be mailed to the customer within 30 days.
While we regret to hear of the customers frustrations, *** has abided by the policy terms and conditions and requests this matter be closed.
Thank you,
************
Consumer Advocate
Initial Complaint
Date:02/16/2024
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.
We currently have a policy with home warranty of America and we pay an extra $150 on our annual premium for coverage for our pool and spa. The policy states that a spa built into a deck is covered however when we filed a claim they advise that it's a portable spa and it's not covered. With the spa being a non-covered item I requested $150 reimbursement for a coverage I'm paying for when the items not even covered they refused. And yet they still have the audacity to want me to renew my policy All I want is a reimbursement of the $150 I'm paying annually for an item that's not covered.
Business Response
Date: 02/20/2024

Home Warranty of America (HWA) apologizes for any frustrations
the customer may be experiencing regarding their pool spa claims (no.: ********* *********.

HWA is pleased to honor the customer’s request and refund
her in the amount of $150.00 for the optional coverage she purchased for the “additional
pool or spa.” Funds will be mailed in the form of a check. Please allow up to
30 days processing.

HWA requests this matter be closed.

Thank you,
Michelle C.
Customer Answer
Date: 02/20/2024

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:02/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed a claim on 01/29/2024 that my main seware line is backing up into my basement through my washer drain pipe. I have had 5 phone calls each with a different rep and 5 separate chats. It is now 02/15/2024 and they still have not sent a plumber to my house. We can not shower. We can not wash dishes or laundry. We can not use our toilets. 18 days and all i hear is "we have expedited your claim and we have reached out to all our contracted techs." They claim that no one has provided a reasonable appointment time so they have not been assigned the claim. How am i supposed to continue to live in a house with no working sewerline!! Every time i message or call they tell me they understand and tell me i have to continue to wait.
Business Response
Date: 02/28/2024
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their plumbing stoppage claim (no.: 12551498).

On January 29, 2024, the customer placed a claim stating that when the shower runs, water comes out of the basement washer drain instead of going through the sewer pipe of the home. Additionally, that water sprayed everywhere. *** dispatched the claim to our vendor network but we experienced delays locating a technician to accept the work order.

Our most recent records indicate that as of today (2/28) the customer requested to use a technician of her choosing and submit for claim reimbursement. *** approved her request. A form will be sent to the customer with instructions (see below) on how to move forward within ***** hours.

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.

Thank you,
********************
Customer Answer
Date: 02/28/2024

Complaint: 21298218

I am rejecting this response because: i should not have had to call them and demand that i use my own contracter after 31 days of opening a valid claim. HWA has a history of only covering half the costs or less when you use your own contractor. *** would not even tell me what my contractor is allowed to do to diagnose the problem. They would only tell me the plumber cannot use a camera to find or diagnose the cause of any stopages.

Regards,

*********************************
Business Response
Date: 03/01/2024
**********************,

Our most recent records indicate that the technician was authorized to complete repairs. Reimbursement has been authorized in the amount of $280.00. Funds will be mailed in the form of a check and are subject to 30 days processing.

HWA requests this matter be closed.

Thank you,
********************
Initial Complaint
Date:02/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed a claim for my stove with oven on January 8th, a contractor ******* came out and *** has been giving me the run around for over a month and have been making appointments that requires me to take off an entire day from work and they cancel each appointment on the day of the appointment. I have called and cried tears begging them to be professional but to no avail. Then, on January 22nd my water heater wont stay lit and I called for service and once again they put a contractor on the case then changed them and keep making appointments and canceling on the said day. Today, for example. Please I need to get some help in having this company take care of the issues, its been over a month!
Business Response
Date: 02/16/2024
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the oven range claim (claim no. ********) and the water heater claim (claim no. 12470978).

With regard to the oven range claim, *** has approved replacement with a buyout in the amount of $338.
As per sections 7(I) and 7(O) of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacements will be of similar or equivalent quality and efficiency to those being replaced...we are not responsible for upgrading or matching dimensions color or brand) in the amount of Our actual cost, which may be less than retail, to repair or replace any covered system, component, or appliance."
Our records indicate that the customer accepted the buyout today and the ****** eGift card is currently processing.
With regard to the water heater claim, our records indicate that the claim has been approved for replacement of the gas burner valve and burner assembly with an appointment scheduled for February 20 for repair completion.

HWA requests this matter be closed.

Thank you,

************
Consumer Advocate
Initial Complaint
Date:02/13/2024
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.
Presently, I have a home warranty policy with this company.. On December 16, 2023, I filed a claim for my HVAC system. A technician came and told me that I needed to replace the fan motor in my compressor. *** told me that the technician did not send them a diagnosis and another technician was assigned. After waiting for the new technician to make his appointment, I called him and he told me he was no longer working for HWA. I called HWA the next day and they called the technician who confirmed his resignation. *** then assigned another technician, which happened to be the first technician again. The technician came to look at my compressor again, but only took a picture of the compressor tag. This happened on February 3. The technician told me he would turn in the diagnosis that night. After a few days, with no word, I called HWA and they said they never received a diagnosis. They called the technician and he said he would call with the diagnosis. To my knowledge, he has yet to send in the diagnosis. I have talked to multiple people at HWA and 3 managers. No one has helped get this resolved. It is the middle of the winter and I have been without a heat pump for 8 weeks.Calls to HWA 2-13-24 5 calls (no answer)2-12-24 2-6-24 2-5-24 1-29-24 1-17-24 1-15-24 12-26-23 Calls to Technician 2-12-24 2-9-24 2-3-24 2-1-24 1-12-24 1-11-24 1-5-24 12-20-23 12-11-23 12-8-23
Business Response
Date: 02/14/2024
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 12029978).

Our most recent records indicate that HWA authorized AHS HVAC LLC - ****** to replace the control board and inducer motor. Authorization was sent to the technician today (2/14). The technician will be supplying the equipment.Upon receipt of such, the technician will contact the customer to schedule a repair appointment. Should the customer need to contact the technician directly he may be reached at **************.

HWA requests this matter be closed.

Thank you,
********************
Customer Answer
Date: 02/14/2024

Complaint: 21288642

I am rejecting this response because:

This technician has repeatedly said he would fix the compressor and has yet to do it. He has promised return calls, appointments, texts, etc, yet does not follow through. When my compressor is fixed and operates correctly I will consider the case closed.
Thank you.

Regards,

*********************
Business Response
Date: 02/20/2024
**********************,

AHS HVAC LLC reported to HWA today (2/20) that the repairs have been completed.

HWA requests this matter be closed.

Thank you,
********************
Customer Answer
Date: 02/21/2024

Complaint: 21288642

I am rejecting this response because:

No one made an appointment with me to fix my unit, despite many calls to the technician; therefore, I have no way to know if someone actually came and repaired the unit.
When the technician communicates with me on the specifics: when and what the repair was, I will close the complaint.

Regards,

*********************
Business Response
Date: 02/22/2024
**********************,

Please accept our apology as the technician submitted information on the incorrect work order. *** confirmed with the technician today (2/22)that he did not complete repairs as he is pending the arrival of parts. The technician also indicated that the *** for the part(s) are 2/29/24.

Per section Limits of Liability (1), Delays: Problems cannot always be diagnosed and repaired on the first Service visit. We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs.

Thank you,
********************
Customer Answer
Date: 02/22/2024

Complaint: 21288642

I am rejecting this response because:

Repairs have not been done.

Regards,

*********************
Business Response
Date: 02/27/2024
In our prior response to the consumers complaint, we stated that the technician had informed us that the repairs had been completed as authorized on February 16, 2024. The customer rejected this response, indicating that the repairs had not been completed. We followed up with the technician and learned that he mistook this claim with a different work order, and that the claim had not been completed due to the lack of availability of parts. Although the technician indicated that the parts would be available towards the end of this month, he has not been responsive to our requests for confirmation of when the job would be completed. This claim was then placed into unresolved.

HWA would like to offer the consumer reimbursement of the previously-approved cost of repair, $1,310, upon receipt of a paid invoice. She would then be free to use a technician of her choosing to complete the repair. Alternatively, we can reassign the claim to a new technician, which could result in further delays to the completion of this claim. The consumer can reach out to ********************************************* to confirm which of these options she would prefer.

I request that this offer be relayed to the consumer and the matter removed from unresolved.

Regards,

**************************** |Assistant General Counsel| Choice Home Warranty
Initial Complaint
Date:02/13/2024
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.
Initial claim filed on 11/3/2023. No longer can read the temperature display on our DCS ***************** Stainless Steel (SS) double wall oven.HWA had 7 different companies assigned to our claim from 11/14/2023 1/25/****. 5 companies at our house for appointments. Each appointment has a 5-hour *********** must be home. I changed my work travel & schedule multiple times, to accommodate **** contractors.We were informed by multiple companies HWA told them it was a Whirlpool cooktop to be fixed. One company required us to pay $100 & stated they would be back to fix the oven on 12/1 from 3 8pm, they didnt call or show. We were told the required part might be available in March ****. We elected to restart with a new company. 3 companies later, we shared with the contractors the different documentation, dates, companies, phone calls & textsHWA agreed to replace the Oven Stove Cooktop & offered a Lowes ****** card for $741.I spoke with ***** (***) on 2/8/24 at 8:06am. He informed me $741 was their final offer. I asked how they came up with $741 and he told me they have a formula for a similar item, minus 25% of the retail cost. ***** informed me I will have to come out of pocket for the remainder as well as the cost of the installation.We have been with HWA since 2018 and have their highest level of coverage, Diamond Plan. Page 6 of our contract, section 17, states that in no event, will our liability exceed $5,000 per covered item or $15,000 in the aggregate during the coverage period. *** is using deceptive business practices & attempting to take advantage of us. Its deceptive to give an ****** card to a specific retailer for $741, when the retailer doesnt sell similar items even close to $741. $2,699 is the least expensive SS double wall Lowes has online. If I go to **************** website & look up SS double oven, it starts at $6,999 & go up from there. I feel helpless in this matter and want this situation to be rectified.
Business Response
Date: 02/14/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the oven (claim no. 11587556).
Our records indicate that HWA approved replacement with a buyout in the amount of $741.
As per sections 14 and 9, Limits of Liability of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacements will be of similar or equivalent quality and efficiency to those being replaced.... We are not responsible for upgrading or matching color, brand or dimensions) in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item."
The customer placed an appeal, and it was explained that the amount is based upon Our cost, which may be less than retail. In addition, *** does not account for dimensions, brand or color. As such, the buyout was not increased in accordance with the terms of their contract.
Nonetheless, as a goodwill gesture, *** has increased the buyout from $741 to $1,549 as a final offer. Should the customer wish to accept, they may contact me directly via email at *******************************************. Upon acceptance, a check will be mailed to the customer within 30 days.
While we regret to hear of the customers frustrations, *** has abided by the policy terms and conditions and requests this matter be closed.
Thank you,
************
Consumer Advocate
Initial Complaint
Date:02/13/2024
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.
First issue: I have paid $1300 + for my Home Warranty. This company is a scam. The electrician showed up at my house, did not test anything. Walked around, stated he would get back to me. He then proceeded to call my phone over and over again demanding the deductible and threatening (not joking) to put alien against my home. He harassed me, demanded the deductible, and did not test anything. With in minutes after I paid the deductible, HOme Warranty stated that the electrician could not help and our issue is not covered. What issue? He did not test anything? It is normal wear and tear. It is a new issue. He walked around, and then harassed me and threatened me and that is it. I am seeking that Home Warranty will either fix our electrical issues or pay us to have someone who is competent fix it. I would also like our $1300 back and would no longer like to be their client. The second issue was the dishwasher and microwave. I was in the room when the repairman called Home warranty ad stated that neither of these items are worth being fixedd and he recommended replacement. I heard him say this to Home Warranty. It is two months later and we have not received a replacement check for the dishwasher or microwave and I am out both of thise things. I am seeking the following: $1300.00 for our warranty payement Electricity fixed or compensation to fix the issue New microwave $400.00 New Dishwasher $1000.00
Business Response
Date: 02/15/2024
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the electrical system claim (claim no. 11896592), the microwave claim (claim no. 11896583) and the dishwasher claim (claim no. 11966843).
With respect to the microwave, our records indicate that the customer placed their claim for service on December 5, 2023. HWA dispatched KLH Services, LLC to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the door glass has slipped, and the handle is broken.
*** 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 door glass has fallen from its placement on the system, additionally, the door handle has been broken, and are now in need of replacement. These failures cannot occur under normal wear and tear conditions."
As per section B(10) of the User ******************* Systems and Components means systems and components as specifically described herein as Included under Your Plan and become inoperative due to mechanical or electrical failures caused by normal wear and tear."
The customer was provided with the option of appealing within seven (7) of receipt of the determination letter, however an appeal was not submitted. No further action will be taken.
With regard to the dishwasher, our records indicate that HWA approved replacement with a buyout in the amount of $246 on December 22, 2023.
As per section 7(O) and 7(I) of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacement of similar or equivalent quality and efficiency to those being replaced...we are not responsible for upgrading or matching color or brand) 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 was provided with the option of either accepting the buyout or declining with a Case Manager being assigned for appeal handling. However, there has been no claim movement since the buyout was issued.
Nonetheless, as a goodwill gesture, *** is pleased to offer the customer a buyout increase from $246 to $499 as a final offer. Should the customer wish to accept, they may contact me directly via email at *******************************************. Upon acceptance, a check will be mailed to the customer within 30 days.
Lastly, with respect to the electrical system, our records indicate that the customer placed their claim for service on December 5, 2023. *** dispatched ELSCO Electrical to submit the diagnosis. Upon inspection, the technician reported that the electrical wiring requires rerunning due to a broken neutral. The technician also indicated that the customer refused to pay the service call fee.
*** 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 wiring has shorted out and is broken and is now in need of being re-run with new wiring to effect repair. This is not a normal wear and tear failure."
As per section 3(E) of the User Agreement, "You must pay the Trade Call Fee for each Service Request in advance of any Services being scheduled. The Trade Call Fee applies to each Service Request dispatched and scheduled, including but not limited to those calls wherein coverage is deemed
excluded, or denied."
The customer appealed claim outcome and a Case Manager was assigned for appeal handling, however, to date, the appeal has not been completed. Nonetheless, *** stands on the determination based upon the diagnosis provided to us and in accordance with the terms of their contract. Should the customer wish to continue their dispute, they have the option of obtaining a second opinion diagnosis at their own expense. The customer may provide the diagnosis to me via email at ******************************************* for further claim evaluation.
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:02/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 27, 2023 I opened a claim because my dishwasher stopped working. The claim number is ********. This was of course, in the middle of the holidays but the technician eventually came out and could not fix it, but said if he got a board for it that might fix it. We had some bad weather. It took him a while to come back with the board, but he did and that didnt fix it either. He indicated that another part might fix it and said he would order that and get back with me. Sometime went by and I did not hear back from him, so I called him and left a voicemail and he never returned my call. After I thought Id given him sufficient time I called Home Warranty of America and theyre telling me they have to open another claim because I didnt get back with them in the *********************************************************** over and over by the first operator and the supervisor I spoke with, but I explained to them the technician they sent was still trying to fix it, They still made me open another claim and pay the deductible a second time, This is a deplorable way to do business as a home warranty company; to make your customer pay two deductibles on the same issue. They should either make the first technician fix it or get us a new dishwasher which is why you have a home warranty, or if they think they can still fix it, send another technician out, but not charge me again , I pay every month to have this warranty. Theyve already made a significant amount of money on me. they may even send the same technician out from what I understand. I currently pay $62.82 a month and Ive been with them for more than four years. The rates have gone up. I had to pay $100 deductible for the first claim and theyre going to make me pay another hundred dollar deductible because they are insisting on opening another claim. what I am reading is saying that they will cover $100 per incident, not make you open to claims on the same incident.
Business Response
Date: 02/14/2024
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dishwasher claims (no.: 12124610;12124610).

On December 26, 2023, the customer placed a claim stating that the dishwasher was not moving to the next cycle and was stuck in the drain cycle. *** dispatched the claim to our vendor network and scheduled an appointment with ********************* for 12/29/23. Based on the diagnosis received from the technician, *** authorized him to replace the control board. Authorization was sent to the technician on 1/1/24.

HWA did not hear from the customer regarding this matter again until 2/9/24 wherein he advised *** that the technician failed to complete the repairs. Per section Limits of Liability (1) of the user agreement, Delays:Problems cannot always be diagnosed and repaired on the first Service visit. We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs.

Please also refer to section Limits of Lability (15), Authorized Repair Technician: 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.

HWA advised that as it was passed 30 days a new claim was required,and a new service call fee would be due. Per section **************** (3) of the user agreement, You must pay the Trade Call Fee for each Service Request in advance of any Services being scheduled. The Trade Call Fee applies to each Service Request dispatched and scheduled, including but not limited to those Service Requests wherein coverage is deemed excluded or denied under Your Contract.

As a result, a new dishwasher claim (no.: ********) was opened on 2/9/24 and an appointment is scheduled with All Star Appliance Repair for 2/16/24 between 11:00AM 3:00PM CST. Should the customer need to contact the technician he may be reached at **************.

As an alternate option, *** will offer the customer our full costs for repairs in the amount of $318.76 upon receipt of a paid repair invoice. However, the customer is also welcome to keep the appointment scheduled for 2/16/24 with All Star Appliance Repair. Should the customer choose to accept the proposed offer please have him email **********************************************

HWA requests this matter be closed.

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

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