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:02/02/2024

  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 was a client of Home Warranty of America (HWA). I had purchased a home warranty through them and was in my second year. I have had many issues with a ducted mini-split HVAC system that repeatedly loses refrigerant and have filed multiple claims with HWA to have the unit repaired.The unit failed again in December and I filed another claim. The service technician recharged the unit and it began to work. 3 weeks later the unit failed again with the same error message and I updated the December claim. A new service technician was assigned because the original technician would not come service the unit for whatever reason.The new technician came to my home and inspected the unit. I told him about the problems with the unit and that it was losing charge on refrigerant. He informed me that the last technician put in sealant which was bad for mini-split systems and likely damaged the compressor (this has been confirmed as a bad thing to do by other HVAC technicians). He stated he would write up the unit and failing and needing to be replaced.*** denied this claim despite stating they would not cover replacement of non-ducted systems. My system is ducted so I appealed. They then stated that they would not cover mini-split systems. There is nothing in the contract stating they don't cover this sort of system, which they admitted to, so they are simply choosing not to cover and violating the contract. I have since canceled the contract since there is no point in having a warranty with a company that selectively chooses what they cover and does not honor the contract.I paid approximately $1600 for 2 years. They are refunding me a prorated amount and charging me $50 for cancelling.

  Business Response

  Date: 02/07/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 11920397). 

  Our records indicate that the customer placed their claim for service on December 7, 2023. HWA dispatched ********************* to the customer's home to submit the diagnosis. Upon inspection, *** approved a refrigerant recharge. 

  On December 28, a recall was placed to have the unit further inspected and the claim was subsequently reassigned to Ivy, LLC to submit their findings. Upon inspection, the technician reported that the unit is leaking refrigerant with recommendation of system replacement. Based upon the unit's model number (model no. ARY18RLF) the unit is a ductless mini-split system. 

  HWA denied claim coverage as the customer's contract excludes coverage for "non-ducted wall units" as per section 5(A).  

  The customer appealed claim outcome 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, and they were issued a refund in the amount of $313 in accordance with section 8(D) of the User Agreement, "if this Contract is cancelled after 30 days from the Contract Start Date, You will be *********** a pro rata refund of the total purchase price paid for the unexpired term, less any actual Service costs incurred by Us and an administrative fee of the lesser of $30 or 10% of the total purchase price." 

  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:01/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had an opened claim with HWA for a refrigerator repair since 8/30/2023. My family and I have been without a working refrigerator for 5 months with no resolution in sight and a home warranty company that we have been paying without fail each month since we signed up, that has not done what they came to resolve our issue. I have had to call to continuously have appointments scheduled, rescheduled, confirmed. Two service providers have been assigned to my claim and have not been able to properly diagnose or repair the appliance. We have had 4-5 service calls across these two service providers. Every time I call I am given the same run around, insincere apology and no solution. All I want at this point is a solution. My claim has been closed and noted as resolved several times, although it is not resolved and so I have to call back and have it reopened, reassigned, etc. Additionally, after paying the initial service fee, I am not supposed to be required to pay anything else. I have received two invoices from the second provider assigned to my claim for $99.00 each. One of the technicians from the second provider refused to even look at the refrigerator claiming their company does not service ******* refrigerators. *** is taking advantage of us and I have no choice but to submit this complaint in hopes to finally get this issue resolved with this company we they continue to give me the runaround and not deliver on the contract we have with them.

  Business Response

  Date: 02/01/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 10596862). 

  Our records indicate that the customer placed their claim for service on August 30, 2023. *** dispatched ******************** to the customer's home to submit the diagnosis. Upon inspection, the technician reported failure to the condenser fan motor.  HWA requested the technician provide additional information regarding the reported failure; however, they were unresponsive to our requests. 

  As per section 15, Limits of Liability of the User Agreement, "You understand and agree that We: (i) are not liable for the negligence, omissions, or other conduct of the Authorized Repair Technician..." 

  As such, HWA waived the service call fee and reassigned the claim to *************** Service.  Upon inspection, CHW approved replacement of the refrigerant 3-way valve.  Thereafter, on December 21, a recall was placed, and the claim was reassigned to TNR Appliances to submit their findings. Upon inspection, the technician reported failure to the compressor, which is covered under the ******* manufacturer warranty.  

  *** 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 compressor has failed and must be replaced. This component is currently under a manufacturer warranty. Please contact the manufacturer directly for their warranty service. Please refer to section Limits of 12 of your policy. Your policy has the following exclusion, We are not responsible for repairs of systems or components covered under a manufacturer's warranty." 

  As such, the customer is required to contact ******* in order to effectuate repair of the unit in accordance with the terms of their contract. 

  Nonetheless, in goodwill, HWA is pleased to offer the customer reimbursement of the service call fee in the amount of $100.  Should the customer wish to accept, they may contact me directly via email at *******************************************.  All payments are subject to 30 days processing.  Further, the customer may provide me with the invoices they received from the assigned technicians as the service call fee was waived after the initial appointment.  

  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 

• Initial Complaint

  Date:01/31/2024

  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 heat went out Saturday night (01/27) or Sunday morning (01/28), a claim was placed Sunday morning 01/28 at approx 9 AM CST. As of now 01/30/24 (approx 52 hours) there has been nothing done, they claim they are trying to find technicians but can't. I personally know there are technicians that could've come out on Sunday to fix the furnace. I have asked if i can choose a technician which they say is against their policy. I asked if they would make an exception since i dont have heat in the winter, this exception was denied. I paid for the highest service package this company offers and the service is awful. Happy to provide any and all documentation needed or any other information that would be useful.

  Business Response

  Date: 02/01/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 12542861).
  
  On January 28, ****, the customer placed a claim stating there was no heat. *** dispatched the claim to our vendor network and scheduled an appointment with PMG Servicom Solutions LLC for 2/6/24. Per section **************** (2) of the user agreement, We have the sole right to select the Authorized Repair Technician to perform the Service. As HWA secured a technician the reimbursement option is not available.
  
  Furthermore, should the customer opt to cancel a refund in the amount of $412.38 is due at cancellation. Per section Cancellation, If You cancel this Contract within the first 30 days of the Coverage Period and a claim has been made or 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, less any actual Service costs incurred by Us and an administrative fee of the lesser of $30 or 10% of the Contract Fee.
  
  Amount: $1,466.86
  Months Used: 16 ($40.75) $651.94
  Authorized Claims: $352.54
  Cancellation: $50.00
  Refund: $412.38
  
  Nevertheless, please have the customer email ********************************************* to receive our reimbursement instructions to proceed with a technician of his choosing. Please also be advised that any repairs completed without HWA approval, are not subject to reimbursement (**************** 2).
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 02/01/2024

  
  Complaint: 21221953
  
  I am rejecting this response because:

  I do not find it reasonable for them to let my family which includes small children to go without heat for at minimum 9 days when they couldve allowed us to choose a technician which couldve been there within 24 hours. This company clearly doesnt want to help people they are just looking at the bottom dollar which is not how a company should operate. This company has no ethics. 
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 02/02/2024

  **********************,
  
  We apologize that the customer is still dissatisfied. However,*** secured a technician in accordance with the terms and conditions of the user agreement. Although, we did offer the customer the option in our initial response to proceed with a technician of his choosing and to email ********************************************* to receive the reimbursement instructions. However, we have not heard from the customer to date.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 02/08/2024

  
  Complaint: 21221953
  
  I am rejecting this response because:

  HWA is using absolute cut rate technicians to pinch pennies which is completely unacceptable. Our heat has been out since January 28th and because of their cut rate tactics they say it wont be repaired until February 22nd. This is the dead of winter and there are lots of other technicians they could use but choose not to. This company values dollars over customers which is an absolute horrible way to do business. *** picks these low budget repair people with unrealistic timelines for repairs in hopes that you decide to pay out of pocket to have the repairs made sooner so they can make a larger profit. *** is the absolute worst company and I pray no other individuals use them. I would like a full refund for this terrible service they claim to provide.

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

• Initial Complaint

  Date:01/26/2024

  Type:Order 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 due to my tankless water heater no longer working. The company couldnt find a technician for the job so they offered a reimbursement option. I had a local company provide an estimate. Their response was disorganized as they asked for more information. I also noticed the grammar was incorrect on some responses. They asked one question, I would answer, they continued reviewing and then asked another question. It has now been 48 hours and no decision has been made as they are not happy with invoice given. Based off the customer reps that I spoke with it was clear English was spoken as a second language leading me to feel concern as I do not know if a foreign call center is reviewing the claim. I will not be renewing my contract and HIGHLY advise to avoid this company.

  Business Response

  Date: 01/29/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 12506147). 

  Our records indicate that the customer placed their claim for service on January 24, 204.  In lieu of awaiting scheduling, the customer elected to use a technician of their choosing to submit the diagnosis for claim evaluation.  

  Our most recent records indicate that HWA approved reimbursement in the amount of $1,000 upon receipt of the paid repair invoice, which is our maximum liability in accordance with the terms of their contract. As per the Water Heater coverage of the User Agreement, "We will pay no more than $1,000 in the aggregate during the coverage period for the repair or replacement of tankless or oil water heaters. " 

  The customer may upload the repair invoice via their account portal.  All payments are subject to 30 days processing. 

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

  Thank you,

  ************
  Consumer Advocate 

   

• Initial Complaint

  Date:01/25/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have the top tier home warranty package that was paid in full in March of 2023. The warranty covers air conditioning in my home which broke during a heat wave in July of 2023. I filed a claim immediately. A contractor evaluated the system and said it needed to be replaced. Home Warranty of America was not satisfied with that result and has been looking for another contractor since. They have scheduled countless appointments for a company to come give an evaluation which have all resulted in either the same result of the system needing to be replaced or they refused to work with Home Warranty of America for one of two reason. The first being that *** has not paid them on previous contracts and they will no longer accept additional work or HWA requests an evaluation without compensation for the work since HWA already paid for the initial evaluation. I have been without a working until for nearly 7 months. They offered for us to pay up front and be reimbursed, but the contract directly states that is only allowed once per year and since I wasn't reimbursed in full last time with the water heaters, we are not willing to take that risk. I am requesting that ******************* their end of the contract and pay as needed to get the ** unit replaced as all diagnostics have pointed as necessary. I have maintained records of these comments from contractors in case further legal action is necessary.

  Business Response

  Date: 01/29/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 10266589).
  
  The claim is currently in our vendor network pending assignment at this time. 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.
  
  As an alternate option, HWA would like to offer the customer reimbursement up to $5,000.00 upon receipt of a paid repair invoice. This is the maximum system payout per the contract term. Per section Limits of Liability (17), Remedies: You understand and agree that Your sole remedy under this Contract is the recovery of the cost of the covered repair or replacement,whichever is less. You understand and agree that, in no event, will Our liability exceed $5,000 per Covered Item.
  
  Should the customer choose to accept as resolution to her complaint please have her email [email protected] are mailed in the form of a check and subject to 30 days processing.
  
  Thank you,
  ********************
  

  Customer Answer

  Date: 02/06/2024

  
  Complaint: 21194785
  
  I am rejecting this response because:
  
  Prior to accepting this, I would like written confirmation that HWA acknowledges per all technicians they hired to diagnose the system that the unit is not repairable and must be replaced. Your offer noted up to **** for repair which is not an option. Please also detail what else is required as a contingency for reimbursement such as if quotes are required prior to the work etc.

  Once we have this information in writing, we will consider the offer as the previous reimbursement for the water tanks was lower than the amount needed for the covered repairs. At this point, we are having a hard time trusting HWA to uphold the entirety of our contract.

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

  Business Response

  Date: 02/07/2024

  **********************,
  
  HWA offered to reimburse the customer up to the maximum system payout per the contract term in the amount of $5,000.00 upon receipt of a paid repair invoice (LOL7). Meaning, the customer can obtain a technician of her choosing to repair/replace the unit. Then, she will need to e-mail the paid repair invoice to ********************************************* to receive reimbursement. Funds are mailed in the form of a check and subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 02/07/2024

  
  Complaint: 21194785
  
  I am rejecting this response because:
  
  You did not provide the answer and information requested. Your note states the $5000 would be paid for a repair. The system cannot be repaired. The final sentence states the money will be paid within 30 days upon receipt of the ************ again, this does not state reimbursement is agreed upon for replacement. 

  Please provide written confirmation that the full $5000 will be reimbursed per our contract upon replacement of the system and an invoice being provided to the email listed previously. As you are aware, these systems cost well above $5000 and we are aware we need to pay the difference. 

  Please also advise whether quotes are required prior to proceeding which is typically required per the contract.

  If any specific codes or line items need to be detailed on the receipt for reimbursement, please advise.

  Once you respond with the information requested, if we have no further questions, we will proceed with the system replacement and accept the offer closing out the complaint.

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

  Business Response

  Date: 02/08/2024

  **********************,
  
  *** has indicated on two occasions that we would reimburse the customer up to $5,000.00 with a paid repair invoice. Should she choose to repair or replace the system the amount will remain the same. We are not requiring any estimates be provided prior to completion. All the customer needs to do is repair/replace her system and submit the invoice showing the work was done and paid for. Once received, reimbursement will be requested up to the $5,000.00 maximum system payout per the contract term.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 02/14/2024

  
  Complaint: 21194785
  
  I am rejecting this response because:
  
  You stated, "Once received, reimbursement will be requested up to the $5,000.00 maximum system payout per the contract term."

  As the system is non-repairable and must be replaced, it will cost a minimum of $14,000. I will only agree if the total of $5000 is guaranteed in writing. Under what conditions would  the "up to" amount not be paid at the $5000 in full per the contract?  

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

  Business Response

  Date: 02/14/2024

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

  We have confirmed several times that we will issue up to the maximum system payout per the contract term in the amount of $5,000.00 upon receipt of a paid repair invoice.

  This matter should be closed.

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

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I utilized my HWA for a claim on my double ovens which stopped working. It was a nightmare dealing with *** from the start as I had a claim for my wall ovens and a claim for my cooktop, and the claims kept getting confused. Several technicians came out multiple times and finally on 11/21 a technician was sent out and informed me he would have to order parts that were not readily available and it would take at least a month to get them. On 1/23/24 I logged in to their customer portal to check the status of my claim and they sent a message (on 1/23/24) that the claim had been resolved. I immediately sent a note updating them that the claim was not resolved and requested to speak to a manager. They provided me a name and number that is not active. I paid for a home warranty, I paid for the claim, and yet I have received no service, limited and confusing communication, and absolutely no support or customer service. Policy #********* Claim #********

  Business Response

  Date: 01/26/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the oven claim (claim no. 11728364). 

  Our records indicate that the claim was assigned to A&E **************** however the technician failed to submit their diagnosis.  

  As per section 15, Limits of Liability of the User Agreement, "You understand and agree that We: (i) are not liable for the negligence, omissions, or other conduct of the Authorized Repair Technician." 

  We have since waived the service call fee and the claim has been reassigned to ********** TV & ***************** with an appointment scheduled for Monday, January 29.  HWA will determine claim coverage upon receipt of the technician's diagnosis accordingly. 

  Thank you,

  ************
  Consumer Advocate 

   

• Initial Complaint

  Date:01/23/2024

  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 spend 100 monthly in a contract with HWA, I spend 100 for the service fee. The agreement is HWA will provide a warranty and cover items, they must repair or replace and advertise a reasonable amount of time.The issue is the washer, it went out in September and a claim was filed. The company, HWA, subcontracts with ****** ***** came out within two weeks to look at the washer, determined parts were needed, ordered parts. Parts were delivered at my house within three weeks after that. Then came the schedule to fix the washer. The technician, did not make the first appointment because his truck broke down, however after the time window (8-5pm CST) the technician filed they showed up and I missed the appointment so I had to reschedule. This has gone on and on, ***** misses the appointments and washer is still broke. ***** finally made an appointment in January, replaced the pump with the mailed parts, now the washer leaks horrible from the pump install. They missed an appointment again today. *** says there is nothing they can do, ***** is the contractor and at fault, ***** says there is nothing they can do only one technician available. I do not have a contract with ****** only HWA, I am seeking a resolution immediately or total refund of all funds paid from September 2023. (100 monthly) until the washer is fixed or replaced.If they cannot get anyone out to fix they washer, they must obey the contract and replace it, I have spent enough money monthly to buy the replacement waiting for them to fulfill their contract with me.My desire would be a quick resolution to the problem or replacement. I find it unacceptable the company, ***, now says its been out only from December, as they were the ones that demanded a new ticket be started against my wishes due to the time between September and December, *** is cooking the books so it appears it has not been out that long.

  Business Response

  Date: 01/25/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their washer claims (no.: ********; 11909420).
  
  On September 24, 2023, the customer placed a claim stating that he was getting an error code when the washer would spin. Additionally,that some loads would take hours and others would not drain at all. *** dispatched the claim to our vendor network and assigned *************** Service for 9/26/23.Although, please accept our apology as no diagnosis was received.
  
  HWA did not hear from the customer regarding this matter again until 12/5/23 wherein he stated that the technician rescheduled the appointment multiple times. Additionally, that he received part(s) and the January **** repair appointment was too far in advance.
  
  Although, as it was passed 30 days a new claim was required.Per section **************** (5) of the user agreement, ** 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 a result, *** opened a new washer claim (no.: 11909420)and authorized the technician to complete the repairs. However, the customer indicated that the unit failed again. *** then recalled the claim back to *************** Service and scheduled an appointment for 1/23/24.
  
  Although, on 1/23/24, the customer requested to cancel the work order. *** advised the customer that he would need to wait for ************** to return and the appointment was scheduled for 2/13/24. The customer opted to wait and keep the policy active.
  
  Thank you,
  ********************
  

  Customer Answer

  Date: 01/26/2024

  
  Complaint: 21187119
  
  I am rejecting this response because:
  
  While the company says they did not hear from me and considered it resolved, this is *******, ***** kept rescheduling the appointment, I called the company and they said they would have to wait on *****.  
  

  to say I have not kept them up to date is them cooking the response and does not accurately reflect what occurred.  
  

  they are the ones that continually said they are looking into why ***** did not respond, I never said cancel the order I asked for a different subcontractor to come out, not to cancel the Warranty work.

   

  anyways 7 months later still nothing is fixed when are they going to honor the contract? Fix or replace.

   

  horrible customer service 
  
  Regards,
  
  ***************************

  Business Response

  Date: 02/05/2024

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

  As previously indicated, an appointment is scheduled with A&E *************** for 2/13/24 between 8:00AM - 5:00PM CST.

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

  Customer Answer

  Date: 02/05/2024

  
  Complaint: 21187119
  
  I am rejecting this response because:
  
  
  just like the last 6 months, because its scheduled does not mean your subcontractor will actually show.

  ill Be here ready just like the last six months, they wont show and will cancel late in the day, Ill be still sitting with a broke washer.

   

  however what will change when they dont show or cant fix it on the 13th, I will be requesting an immediate termination of our contract and will sign up with another company.

   

  i will also be requesting a refund of all funds paid to your company and subcontractors from the date the issue was reported to you, as you are in breach of contract.

   

  your company, as the last response stated, was unaware there were issues until December, the date your company finally sent me to a resolution advisor, hmmm wonder how you didnt know when I was sent there after your employees were tired of hearing from me.

   

  your company has no integrity, example thats why you reset the complaints so you can hide how long something is out and not addressed by the contract terms.

   

  see you on the 13th but not going to hold my breath because your past actions prove you cant get them here.
  
  Regards,
  
  ***************************

  Business Response

  Date: 02/14/2024

  **********************,
  
  Please have the customer email a copy of the units data tag reflecting the model and serial number to review for replacement. The customer may email such to *********************************************************************************.
  
  Thank you,
  ********************

  Customer Answer

  Date: 02/14/2024

  
  Complaint: 21187119
  
  I am rejecting this response because:

   

  ok tried to upload a photo but that did not work so Ill type in manually 

  Model is WF42H5200AF / A2

  serial is ***************

  Not sure if I should have hit accept or reject I clearly accept if they replace the washer.  But do not want it closed until its resolved. I have also provided an update. 

  
  Well not rejecting but submitting the requested information on the washer. however I have no faith.

   

  IF AND INLY IF the company resolves this with a new washer will I stay with them, if not , I will see you in other avenues and yes BBB should make this public at that point.  I have never wanted to bring anything public but my long suffering is quickly reaching an end

  Update :

  so ***** 2/7/24 called and said they could come, I again canceled my plans, said Id be there, ***** said great the tech will call you.

  Ground hog day!!

  ***** tech never called, ***** replaced my 13th appointment with the 7th, they did not show again 

  called the *** ****************** number, because they claimed, through the BBB, until they were involved, they did not know there were issue, what does *** DO, I think you have to work this out with *****.

   

  there are so many things I would like to say but would be inappropriate for minors. Consider the worst and multiply it by ten thats probably not enough I would want to say.

   

  what dont you get!!!!! I dont have a contract with ***** nor should I be in the middle you should be handling your business.  What am I paying for?

  This is the problem when your resolution advisers, they get offended that you want to talk to the same person when you call.  Each of them do not understand and continues the ground hog day by being willing to repeat the process.

   

  which I believe is the definition of insanity, doing the same thing expecting a different result.

   

  i managed for ******************************************************************************************* 6 months.

   

  what horrible service to consistently say its the consumers fault, they need to talk to our subcontractors while the consumer has major issues with the sub contractor.

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

  Business Response

  Date: 02/15/2024

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

  *** received the requested information and have offered the customer cash back in lieu of replacement in the amount of $499.99. Notification was emailed to the customer today (2/15). *** is pending a response from the customer at this time. Funds are mailed in the form of a check and subject to 30 days processing.

  HWA requests this matter be closed.

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

• Initial Complaint

  Date:01/23/2024

  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.

  Home Warranties of America <> Failure to provide services covered under my Warranty Agreement (Diamond Package)<> Initial claim file: Dec. 20. 2023 <> Policy #: ********* <> Claim #: ******** I filed a claim with HWA back in Dec. after I had an independent company (AUX Mechanical) come out and do service on my heating unit. After inspection I was notified of a dangerous situation with my furnace which required shutting off the gas to it. I notified HWA as furnace services are included within my agreement. They sent out their own technician of choice (Autumn Heating and Air) which verified it was indeed a correct diagnoses. The technician took multiple photos (I watched the entire time and saw the pictures myself) and did his write up. *** not only rejected the report but removed them from the claim and did not even notify me. After calling them they told me they were sending out another company (Affordable Heating and Air). THEY DIDN'T EVEN SHOW UP. I call back and ask to speak to a supervisor and the operator refused. They sent out another company last week and the tech did the same thing....took pictures did the write up....No less that 2 hours later they rejected it again. Three companies (one independent) have come out and verified the same thing and taken photos to show them. This company is horrible and I highly recommend no one use them. My family has been without the use of our furnace since Dec. 20 and it is now Jan.22

  Business Response

  Date: 01/25/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer *** have experienced regarding the heating system claim (claim no. 12074150). 

  Our most recent records indicate that *** has approved replacement of the furnace and is awaiting response from the technician in order to obtain their pricing breakdown to account for any upgrades and/or modifications that *** be required with replacement. 

  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." 

  At this time, the customer should await correspondence from HWA with approval details which *** include non-covered charges accordingly. 

  HWA requests this matter be closed. 

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:01/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have not had heat since 1/17. Filed claim with HWA on 1/18. As of 1/19, house is 40 degrees and they have still not placed the repair claim with a technician. Called HWA multiple times to try to resolve as pipes will freeze if furnace does not get fixed today. I called a third party to check furnace. Total cost of fix is over $1500 and HWA has offered to cover $200 of the claim because we haven't gone through their network and system. However, because of the extreme weather and their limited technicians, we do not have the ability to wait. This seems like a way to avoid having to pay claims. I would like them to either cover this claim, or refund my premiums for the past year as they have not provided any coverage.

  Business Response

  Date: 01/24/2024

   

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

  Our records indicate that the customer placed their claim for service on January 18, 2024. 

  As per section 1, Customer Service of the User Agreement, "Under normal circumstances, We will assign an Authorized Repair Technician within 48 hours from receipt of Your Service Request." 

  As per section 1, Limits of Liability of the User Agreement, "We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs." 

  In lieu of awaiting scheduling, the customer elected to use the Claim Reimbursement Process, which allows the customer to select a technician of their choosing to submit the diagnosis for claim evaluation.  Upon acceptance of this option, the customer was provided with the following instructions to ensure proper reimbursement steps are followed: 

  1. Reimbursement is only available for covered repairs.
  2. You are required to get authorization from HWA before commencement of any repairs.
  3. For heating and air conditioning claims photos will be requested. To avoid any delay in
  processing your claim, please ensure your Service Provider takes pictures of the name plate
  and the inside and outside unit
  4. Your technician MUST submit a complete diagnosis online at 
  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. 

  On January 19, in lieu of providing the diagnosis for claim evaluation, the customer uploaded a paid repair invoice seeking reimbursement.

  In response, HWA replied to the customer stating, "We have received the document pertaining to your claim. Our records indicate the reimbursement process was selected and the instructions were emailed to you. The document received shows that the service provider has been paid. We have not received any diagnosis for this claim, therefore, there is no authorization provided to perform the repairs. Please be advised that per policy section customer service number 2 " We will not reimburse for services performed without Our prior approval".

  As per section 2, Customer Service of the User Agreement, "We will not reimburse for any services performed without Our prior approval." 

  As per the reimbursement instructions, "You are required to get authorization from HWA before commencement of any repairs. Failure to obtain authorization before repairs commence will cause a forfeit of your right to receive reimbursement from HWA." 

  Nonetheless, in goodwill, HWA offered the customer reimbursement in the amount of $200, which they have not accepted.  Should the customer wish to accept the goodwill offered, they may contact me directly via email …….

  Alternatively, should the customer wish to decline the goodwill offered and continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in their contract. 

  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: 02/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the business has not responded to any of the issues I identified in my rebuttal.  Their response is a repeat of the same information previously provided.  I acknowledge that I went ahead with repairs, but this was based on faulty information provided by their agent, which was confirmed to be faulty information by their employee Jasmine located at number ***-***-****.

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

  Business Response

  Date: 02/06/2024

  
  
  HWA has no record of advising the customer to have
  unauthorized repairs completed. Further, the customer’s contract indicates that
  we do not provide reimbursement for unauthorized repairs. As such, no prior
  approval was ever provided, nor did HWA provide the customer with written approval. 
  
  As per section 2, Customer Service of the User Agreement,
  "We will not reimburse for any services performed without Our prior
  approval."
  
  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.
  
  This matter should be closed.

  Thank you,

  Lori J.
  Consumer Advocate 

  
  

• Initial Complaint

  Date:01/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Warranty with my house purchase in 2014 through Home Warranty of America (Policy IL03-SA01816777) and have been a regularly paying customer since. I submitted a claim for issues with my HVAC not working and not heating my house during the worst winter days this week. Warranty company took few days to assign a vendor but when the vendor diagnosed the issue, they found faulty Thermostat that needs replacement. As per the policy contract, Warranty company is liable to replace that thermostat with same/similar model.When I discussed with the technician, he mentioned that the Warranty company has asked to go with cheaper parts to reduce the price and not ready to match. I talked to ************** rep and one of them told me that I am eligible for same/similar thermostat. The home always had ****** Nest thermostat so I am expecting the same. I called the warranty company again and another **************** Rep told me that their "internal" authorization document puts limit of $70 for the parts. Basically this Warranty company is conducting fraud by promising same/similar thermostats but internally declining requests from technicians and supporting only cheaper products. My house is without hear for last 4 days now and no resolution in sight.

  Business Response

  Date: 01/24/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 12361295). 

  Our records indicate that the customer placed their claim for service on January 15, 2024.  HWA dispatched Lioness Heating and **** **** to the customer's home to submit the diagnosis.  Upon inspection, the technician reported that the ****** Nest thermostat has failed. 

  HWA provided the technician with authorization to replace the thermostat with a standard heat pump thermostat as HWA excludes coverage for energy management systems.  As per the User Agreement - HVAC Systems, HWA excludes, *********** Systems (i.e. an energy management system controlled outside of the standard controls, including but not limited to smart phone applications that can interface with Your thermostat/HVAC unit." 

  Thereafter, the technician provided a claim update stating that the customer is expecting a ****** Nest replacement.  As such, *** advised the customer that they may purchase the thermostat of their choosing and the technician will return to complete the repair.  

  Our most recent records indicate that the technician is scheduled to return for repair completion today, January 24.  

  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