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.

close

Find a Location

Home Warranty of America has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Home Warranty of America

  2147 State Route 27 Fl 4 Ste 400 Edison, NJ 08817-3365

• 

  Home Warranty of America

  90 Washington Valley Rd Bedminster, NJ 07921-2118

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/21/2025

  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.

  2/10/25 filed dryer claim with HWA
  2/12/25 ** ********* tech came and collected $100 fee said it could be 3-7 days to secure the part
  2/19/25 contacted *** via phone and email at ****************************** to check the status. The phone number goes to an office in CA I was advised they would check with the tech on the status. They called me back 3 hours later to tell me it may be 3+ days for the part
  2/27/25 emailed *** asking for an update and Alex said the tech would get back to me
  2/28/25 received text from the tech saying he would try to come to our home on 3/3/25. I confirmed.
  3/3/25 sent text to tech to see what time he would be coming and no reply
  3/4/25 called HWA and the rep told me that they would send an urgent message to *** and if there was no response in 24 hrs they would reassign me to a new company
  3/5/25 the company replied and said they ordered the part and will immediately call me when it is delivered
  3/12/25 emailed Alex asking for a reply and no reply
  3/14/25 located a second email address, ****************************, and Iurri emailed me back same day and said they cannot find the motor and recommend a replacement
  3/15/25 called HWA and rep told me this would go to the authorization dept and they would contact me within 24 hours and offer a ****** **** **** *or the replacement dryer.
  3/18/25 I contacted HWA again and was advised *** was sent a request to provide information on the part and the model. I emailed Iurri again.
  3/19/25 Iurri emailed that he did not see the link from HWA.
  3/20/25 called HWA to check status and and they still need info from **** they would send an urgent message with a link. The link shows the part is out of stock for 40 days. I would like to know why it has taken this long to determine the part was not available in the first place. We have given the process a lot of patience, but it needs to be escalated and resolved at this point. HWA needs to contact me with the replacement information.

  Business Response

  Date: 03/24/2025

  
  
  Home Warranty of America (HWA) apologizes for any
  frustrations the customer may be experiencing regarding their dryer claim (no.:
  **********
  
  On February 10, 2025, the customer placed a claim stating that
  the dryer had a burning smell while in use. HWA dispatched the claim to our vendor
  network and scheduled ************ – Houston TX for 2/12/25. Based on the
  diagnosis received HWA authorized the technician to replace the motor drive.
  
  On 2/19/25, the customer contacted HWA for an update as she
  indicated the technician advised the part would be delivered in 3-7 days. However,
  as of 3/5/25, the technician advised that he was still awaiting the part. 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.”
  
  On 3/14/25, the technician stated that he did not receive
  the part. Therefore, HWA provided an alternate link to purchase such* *******************************************************
  
  Although after further claim review, HWA has offered the
  customer cash back in lieu of replacement in the amount of $458.00. Please
  refer to section Limits of Liability (9) of the Service Contract, “Repairs/Replacements:
  We have the sole right to determine whether any Covered Item will be repaired
  or replaced. Parts and replacements will be of similar or equivalent quality
  and efficiency to those being replaced, subject to all other provisions of this
  Contract. Where replacement equipment of identical dimensions is not readily
  available, We are responsible for providing installation of similar quality
  equipment but NOT for the cost of construction or carpentry made necessary by
  different dimensions. We are not responsible for upgrading or matching color or
  brand.”
  
  Notification was emailed to the customer today (3/24) with a
  link to begin the replacement process. Funds are issued in the form of a ****** E-Gift Card and subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer Answer

  Date: 03/26/2025

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

• Initial Complaint

  Date:03/18/2025

  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.

  On 2/24/25 my water heater went out at my home. My home warranty company is only agreeing to pay $1700 of the cost. But I paid $4000. Home warranty of America states they made their decision to only pay $1700. without telling me up front before I paid the contractor for the work. I am requesting assistance with getting the full bill paid. I attached a receipt from the manufacture indicating the water heater is no longer covered and the invoice showing I paid the bill. I feel Home warranty of America should cover the full cost of replacing the water heater.

  Business Response

  Date: 03/18/2025

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

  Our records indicate that the customer placed their claim for service on February 20, 2025, stating that unit is not heating water properly. HWA assigned the work order to RM Plumbing with an appointment scheduled for February 25; however, prior to the appointment, the customer requested to move forward with their own technician, which HWA honored. Upon acceptance of this option, the customer was provided with the following instructions to ensure proper reimbursement steps are followed: 

  -Reimbursement is available only for covered repairs.
  -You must obtain authorization from CHW before beginning any repairs.
  -For heating and air conditioning claims, photos will be required. Ensure your service provider takes pictures of the nameplate, as well as the inside and outside units, to avoid any delay in processing your claim.
  -Your technician must submit a complete diagnosis online at www.chwclaims.com. Note that the CHW Authorizations Department operates during regular business hours, and failure to obtain authorization before repairs start will result in forfeiting your right to reimbursement.
  -After the work is completed, upload the receipt from your technician using the "Reimbursement" option in the Account Center under "Upload Documents."
  -Your Service Fee will be deducted from the total reimbursement amount.
  -Please allow 30 days to receive your check.

  HWA received the diagnosis on February 24 which confirmed an internal leak on the heat exchanger. Based upon the model and serial numbers, HWA determined that the heat exchanger was covered under the manufacturer warranty.  As such, HWA requested the technician provide the cost of labor and cost of modifications in order to complete claim evaluation. 
  

  Per section 12, Limits of Liability of the User Agreement, "We are not responsible for repairs of systems or components covered under a manufacturer’s warranty. Our responsibilities will be secondary to any manufacturer or supplier’s warranty or other extended or in-home service contracts that exist for the covered systems, components, and appliances." 

  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." 

  Although, after several requests for this information, HWA authorized reimbursement at Our rates in the amount of $1,071 for repair of the unit. Thereafter, the customer contacted HWA and uploaded documentation from the manufacturer confirming that the unit is no longer covered under the manufacturer warranty.  The customer also confirmed that the unit was already replaced, and it was explained that HWA does not provide reimbursement for unauthorized services in accordance with section 2, Customer Service of the User Agreement, "We will not reimburse for any services performed without Our prior approval." 

  Furthermore, the attached service invoice dated February 24 confirms that the customer opted to move forward with replacing the unit prior to receiving authorization from HWA.  As per the Claim Reimbursement Process instructions, "You must obtain authorization from HWA before beginning any repairs...failure to obtain authorization before repairs start will result in forfeiting your right to reimbursement." 

  Therefore, HWA determined that the reimbursement amount will not be increased accordingly. 

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

  Thank you,

  Lori J.
  Consumer Advocate 
  

  Customer Answer

  Date: 03/26/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. I still feel the company should cover the full cost of the water heater.
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My microwave stopped working They claim the model number is not visible. But they have the model number from an earlier claim and that claim matches the serial number of this claim. They are using this to deny the claim

  Business Response

  Date: 03/18/2025

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their microwave claim (no.: 17995601).
  
  After further claim review, *** would like to offer the customer cash back in lieu of replacement in the amount of $249.00.
  
  Please refer to section Limits of Liability (9) of the Service Contract, Repairs/Replacements: We have the sole right to determine whether any Covered Item will be repaired or replaced. Parts and replacements will be of similar or equivalent quality and efficiency to those being replaced, subject to all other provisions of this Contract. Where replacement equipment of identical dimensions is not readily available, We are responsible for providing installation of similar quality equipment but NOT for the cost of construction or carpentry made necessary by different dimensions. We are not responsible for upgrading or matching color or brand.
  
  Should the customer choose to accept as resolution to his complaint please have the customer email mcintron@****************************************** are mailed in the form of a check and subject to 30 days processing.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My existing policy covers issues specifically related to an ice maker. *** confirmed that my policy did cover the requested repair and I paid the $100 for a tech to come out and document the issues and required repair. After the inspection, *** denied my claim first stating that the claim was excluded because it was covered under manufacturer warranty even after I have confirmed 2x with them it was not under warranty. *** then requested that I get something in writing from the fridge manufacturer that the ice maker was no longer under warranty. Once this was provided to them and confirmed there was no outside warranty, *** then alleged the claim was excluded from coverage because of a known defect.. When I asked for proof of the defect so that I could contact the manufacturer, I was provided an online article regarding a suit alleging there may be a defect... Allegations of defects are clearly not an exclusion under my policy. Once I pointed this out, the individual assigned to review my claim stopped responding to my emails. *** has not denied my appeal, refuses to move my claim forward, refuses to communicate with me, and refuses my requests for contact information for their legal department. This is a blatant situation of wrongful denial and now HWA is out of excuses for denying my claim originally and refuses to move my appeal forward.

  Business Response

  Date: 03/17/2025

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator ice maker claim (no.: 17627387).
  
  On February 8, 2025, the customer placed a claim stating the ice maker was not working. *** dispatched the claim to our vendor network and scheduled ****************** for 2/17/25. Based on the diagnosis received it was determined that the ice maker failed. The ice maker assembly is under a Full Manufacturers warranty. Therefore, the customer was instructed to contact the manufacturer ******* at **************** to have the repairs scheduled.
  
  Please refer to section G(8) of the Service Contract, We are not responsible for any repair, Replacement, installation, or modification of: 1) any Covered Item arising from a manufacturers recall or defect of said Covered Items.
  
  On 2/18/25, a claim determination letter was sent to the customer with the option to appeal and he did. On 2/26/25, the customer stated the ice maker was no longer under warranty. The Case Manager informed the customer that the technician confirmed the same issues that directly correlate with the ongoing class action lawsuit against ******* icemakers. Therefore, as there was a known manufacturers defect the claim determination would stand as non-covered.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.
  
  
  

  Customer Answer

  Date: 03/17/2025

  
  Complaint: 23061642
  
  I am rejecting this response because: there is no policy exclusion for class actions lawsuits. There has been zero finding or judicial determination, nor acknowledgement from ******* of any alleged defect. Allegations of defects or legal action related to alleged defects are NOT a policy exclusion. *** continues to wrongfully deny the claim by attempting to shove a square *** in a round hole. *** has provided zero evidence that allegations or legal action regarding an alleged defect is an exclusion. The only exclusion is for actual defects. 

  Additionally, the claim also involved an issue with the water line on the fridge. The technician separately noted an issue with the water line, aside from the ice maker, on their report. *** has refused to acknowledge and/or fix the issue with the water line. There is no claim of warranty or alleged defect regarding the water line. I have asked repeatedly that this issue at least be resolved immediately while the issue with the ice maker is still disputed. 

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

  Business Response

  Date: 03/18/2025

  ********* *.,
  
  We apologize that the customer is still dissatisfied. ******************* Contract states, We are not responsible for any repair,Replacement, installation, or modification of: 1) any Covered Item arising from a manufacturers recall or defect of said Covered Items. As the ***************** has a known manufacturers defect and the technician reported factory defects to *** in his diagnosis, the claim determination will stand.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.

  Customer Answer

  Date: 03/19/2025

  
  Complaint: 23061642
  
  I am rejecting this response because:
  
  HWA still is not mentioning or acknowledging the issue with the water line which was a part of this claim and is NOT part of any alleged defect. This repair is separate and apart from the ice maker and still needs to be completed. There are no potential exclusions regarding this. *** needs to address this matter separate from the ice maker in their next response. 

  *** continues to claim that ******* ice maker has a known defect, however, they have provided ZERO evidence of this  nor has ******* acknowledged any known defect related to the ice maker. The only basis *** has provided regarding this defect is an article regarding allegations and potential class action regarding the ice maker. *** has provided ZERO evidence of where in the warranty contract does a civil action, allegation, or potential suit meet the definition of a defect. *** has provided ZERO evidence of any judgement stating the ice maker was defective or any official statement from ******* acknowledging the defect. Without any evidence supporting their claim, their denial has no merit and there is no known policy exclusion for which they can deny this claim. 

  Up to this point, *** has provided zero legal basis in denying the claim. An allegation is not a know defect in any legal or contractual sense, and there is nothing in the contract which states that any matters being litigated over qualify as an exclusion. If *** continues to deny this claim without providing evidence of this being a known defect and/or where the definition of a "defect" in the contract includes any allegations of defects, I will have to take legal action against *** for wrongful denial as this seems to be a pattern with the company. 

  I ask that the BBB publish this claim on their website in addition to all responses so that other customers are privy to the deceitful tactics of *** in wrongfully denying claims. 
  Regards,
  
  **** *******

  Business Response

  Date: 03/19/2025

  ********* *.,
  
  Please be advised ****************** reported that the ice maker was not working and there was slow water flow. He recommended replacing the water valve and ice maker. However, as he reported the failed part(s) have a known factory defect (*******), which the Service Contract does not cover,the claim determination will stand. Should the customer wish to provide a second opinion at his expense that refutes our technicians findings, he may submit such via the customer portal.
  
  There is no further action that *** can take at this time. We have complied in full with the terms and conditions of our contract. The customer refuses to do the same. Since the customer wishes to escalate this dispute, he needs to follow the procedure for Resolution of Disputes outlined in his contract.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.

• Initial Complaint

  Date:03/10/2025

  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 an active home warranty policy. I have had this policy since I purchased the home. I have put in a plumbing claim as there is a hole in the cast iron of my main stack. I have complied with the warranty firms rules, I have paid the deductible, I have had two different plumbing companies come out to survey the damage. Upon called *** they stated the second firm never provided a break down in costs, after speaking with ALTA, they ensured me they had and *** refused to accept their assessment and removed them. I then called HWA to ask why they were lying regarding receiving the cost breakdown and they stated it was irrelevant and they are sending out a third plumbing firm to review. Each time a plumbing firm comes out I must take time off of work to make sure they have entry. *** does not care. They have no compassion, understanding, or personalization. Their function is to receive as much in premium and provide the MINIMAL in service. Wouldn't it be wonderful if they kept their promises they advertise?

  Business Response

  Date: 03/17/2025

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their plumbing system claim (no.: 17893763).
  
  Our most recent records indicate that **************************************, and the claim has been authorized in the amount of $750.00 to cut out and repair the main drain. Please be advised that this is the maximum system payout per the contract term for improper previous repairs. Per section Orange Plus Upgrade Limitations: We will pay no more than $750 in the aggregate during the coverage period for any improperly mismatched and/or unknown improper installation.
  
  The customer will owe the remainder to the technician in the amount of $1,400.00. Notification was sent to the technician and the customer on 3/14/25. The customer may contact the technician to schedule a repair appointment.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.
  
  
  

• Initial Complaint

  Date:03/06/2025

  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.

  HWA does not want to pay to replace the "capacitor" and "contactor" to my HVAC system although the parts went out due to "normal" wear and tear. Just like a light bulb if you use the light bulb for 2 years, it will eventually stop working.HWA stated they denied my claim due to faulty electrical wiring . When HWA denied my claim I paid out of pocket to have the "parts replaced" ** **** is the company that came out to replace the parts. ** **** stated the Capacitor was tripping a $3 fuse in the electrical unit. Never did ** **** charge nor "replace" electrical wiring in my unit. It only took 5 minutes to trace that the Capacitor was tripping a $3 fuse in my unit and the parts in my unit are what actually needed replacing. 3/6/2025 HWA is claiming that the "contactor failed due to incorrect wiring but this ISN'T TRUE BECAUSE MY HVAC HAS BEEN RUNNING FOR 4+ YEARS ON THAT SAME WIRING WITH NO ISSUES. HOW WAS MY HVAC UNIT AND THIS "CONTACTOR" ABLE TO RUN WITH NO PROBLEMS FOR 4+ YEARS . The most recent company that touch my HVAC AND THE WIRING, was ***HVAC LLC sent from HWA ON THE 18TH. Then on the 19TH, I hired my own company to fix my HVAC after HWA denied my claim on the 18th. Therefore any negligence with my wiring was due to ***HVAC LLC because they last TOUCH MY WIRING. ***HVAC LLC STATED THEY WAS COMING BACK THE NEXT DAY BUT DID NOT RETURN BECAUSE HWA DENIED MY CLAIM. Febb 19th, I HIRED ** ****. Once ** **** replaced the Capacitor and once they replaced the "Contactor" in my unit , my heating is once again working. tHIS CONTACTOR HAS ACTUALLY PROBABLY RAN LONGER THAN 4+ YEARS; WE JUST SIMPLY PURCHASED THIS HOUSE IN 2021 BUT WE NEVER HAD ISSUE WITH THE CONTACTOR OR THE WIRING UNTIL HWA SENT ***HVAC LLC AND THEY MOVED WIRED AROUND IN MY UNIT ALTHOUGH THEIR COMPANY DID NOT TRACE THE PROBBLE TO A $3 FUSE Aaron S. is my case manager. uploaded Proof of Repair, HVAC Maintenance Reports, and a Full Diagnosis Contract Number: ********* Claim Number: ********

  Business Response

  Date: 03/07/2025

  
  
  Home Warranty of America (HWA) apologizes for any
  frustrations the customer may be experiencing regarding their heating system claim
  (no.: ********).
  
  On February 12, 2025, the customer placed a claim stating
  that the HVAC unit was not working, and the downstairs was not heating. HWA
  dispatched the claim to our vendor network and scheduled *** HVAC LLC for
  2/19/25. Based on the diagnosis received it was determined that the electrical
  wiring was damaged. Therefore, wire tracing and continuity testing need to be
  performed on the electrical lines to determine the location of the broken
  wiring. Please be advised that this type of damage does not constitute a normal
  wear and tear failure. Per section B. Definitions (10) of the Service Contract, “Covered 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 (“Breakdown”).
  
  On 2/18/25, a claim determination letter was sent to the customer
  with the option to appeal and she did. Although upon speaking with her Case Manager, and after review of the documentation she submitted from her technician, the denial was upheld.
  
  On 3/6/25, the customer was in contact with a Consumer
  Advocate with the Office of the President wherein she was offered a goodwill gesture
  in the amount of $381.65, which represents the cost of the capacitor. However,
  she declined. We have no further offers at this time.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.
  

  Customer Answer

  Date: 03/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: # 1 I never rejected their offer to reimburse me for the part.  I consider my "appeal case" still open because I need for HWA to address the "fraud" part of my "appeal"   Therefore my Appeal case is still open while I am waiting for HWA to address that they purposesly sent a "contractor" out to my home to move around the wires in my HVAC unit so they can deny my claim to replace used parts in my unit due to normal wear and tear.  They purposely worded it as "faulty wiring" knowing that is simply a fraudulent way to deny their customers' claims.  The contractor I hired will provide me with an "updated invoice" that will state the wires were removed by HWA. The contractor HWA hired to come to my home and this company fruaduently misdiagnosed my HVAC unit as an  issue with   "faulty" electrical wiring but it was not faulty wiring it was  a $3 fuse and I provided this company all those statements from the contractor that I hired  once HWA denied my claim. ** **** is the company I hired.   Also, I am not accepting the reimbursement for my claim because the total parts that were replacing in my unit amounted to more than HWA is willing to reimburse me for.  I paid an estimated $697/ (almost $700) to replace old parts in my unit that went out that are clearly supposed to be reimbursed according to my home warranty contract. HWA refuse to pay for these old parts AND MY HOME WARRANTY PLAN COVERS THESE PARTS.  My invoice clearly shows I paid ** **** for old parts but HWA is denying the claim basing that the contractor charged me for "faulty wire" that is a lie and fraudulent.  It took ** **** 5 minutes to trace the proble to a fuse and the wiring had nothing to do with my capacitor going out and my contractor had nothing to do with "fault" ELECTRICAL WIRING.  I WILL ACCEPT THE $381.65. AS REIMBURSEMENT BUT I STILL CONSIDER THE REMAINING PART OF MY APPEAL STILL OPEN UNTIL I RECEIVE THE TOTAL COST OF REIMBUSEMENT ON MY CLAIM ON MY INVOICE.  i AM STILL WAITING FOR THE REMAINING $312 TO BE REIMBURSED.   Once I get that information ABOUT THE FRAUD, I will consider my case COMPLETELY closeD.  
  
  
  
  
  
  
  
  Regards,
  
  
  
  **** *****

  Business Response

  Date: 03/17/2025

  
  
  The customer stated the following: “My Appeal case is still
  open while I am waiting for HWA to address that they purposely sent a
  "contractor" out to my home to move around the wires in my HVAC unit
  so they can deny my claim to replace used parts in my unit due to normal wear
  and tear.” Please be advised that this is simply an assumption made by the
  customer and her appeal was already addressed.
  
  Furthermore, the Service Contract states in Section III. D, “We
  have the sole and absolute right to select the Authorized Repair Technician to
  perform the Service; We will not reimburse for any services performed without
  Our prior approval.” In regard to his insurance information, we are not
  required nor are we permitted to pass on a third party’s insurance information.
  The customer will need to refer to the technician directly.
  
  Our most recent records indicate that as of 3/12/25 the
  customer accepted our proposed reimbursement offer in the amount of $381.65.
  Therefore, funds will be mailed in the form of a check to *** *** *******,
  ** *****. Payment is subject to 30 days processing.
  
  There is no further action that HWA can take at this time. We
  have complied in full with the terms and conditions of our contract. The
  customer refuses to do the same. Since the customer wishes to escalate this
  dispute, she needs to follow the procedure for Resolution of Disputes outlined
  in her contract.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.
  

  Customer Answer

  Date: 03/17/2025

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

• Initial Complaint

  Date:03/03/2025

  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 February 28th my hot water heater went out. On March 1st I called in a request to have my hot water heater replaced and I also called in a plumbing request. When I made this request I asked them to not send *** ************ LLC due to having a bad experience with the company. The guy from *** is rude and racist and I told the company I didn’t want him back at my home. On March 3rd, 2025, I paid the service technician the $100 service fee to come out and inspect my water heater. The same racist guy came to my house. I don’t know what he told the company but I received an email asking for repair receipts. I had been paying into this insurance since 2022, and it’s 2025 and I have been without hot water since Friday February 28th and this company is giving me the runaround about fixing my water heater. I’m very frustrated and this is very irritating as I need my hot water. I spoke to a technician on today and he told me he was going to give the technician the approval to do the work. But then I received an email asking about repair receipts which don’t make sense to me. What’s the purpose of having paying for and having insurance if when you need it the company going to give you the run around about fixing things that need to be fixed. I have been in contact with several different representatives and I have been told several different things which is also frustrating. I have also asked to speak with the manager. I have not spoken to a manager yet. They keep sending the same racist man out to my home and I have repeatedly asked them to not send this particular man to my home. At this point, they are not even respecting my wishes.

  Business Response

  Date: 03/05/2025

                                    
  
  Home Warranty of America (HWA)
  apologizes for any frustrations the customer may be experiencing regarding
  their water heater claim (no.: ********).
  
  On March 1, 2025, the customer
  placed a claim stating there was no hot water. HWA dispatched the claim to our
  vendor network and scheduled *** ************ & Maintenance for 3/3/25. Although
  the customer requested that we reassign the claim. Please refer to section B(6)
  of the Service Contract, “We have the sole right to select the Service Provider.”
  
  Upon receipt of his diagnosis that
  the water heater was leaking down the side into the drip pan wherein he
  recommended replacement, HWA requested proof of previous repairs for claim no.:
  *******. Please be advised the customer reported the water heater was leaking
  and the previous claim was denied as a result of pre-existing conditions.
  
  On 3/4/25, the customer spoke
  with her Case Manager and confirmed she did not have proof of repairs.
  Therefore, HWA is unable to move forward with the customer’s claim.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer Answer

  Date: 03/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  On March 3rd, 2025, I paid the service
  technician a $100 service fee to replace my water heater. However, the same
  technician from *** ************ LLC arrived at my residence. Following this, I
  received an email requesting repair receipts. Having paid for this insurance
  since 2022, I am frustrated that, in 2025, I have been without hot water since
  February 28th, and the company is delaying the replacement of my water heater.
  I have been in contact with multiple representatives and received conflicting
  information, which has added to my frustration. I am rejecting the response I received because it misrepresents the
  circumstances surrounding my claim. When I initially filed the claim, I was not
  informed that I needed to provide receipts for past repairs. I informed the company that my stepfather repaired the heater in 2022. After the claim
  was accepted, and a provider was assigned, I specifically requested that the
  company not send *** ************ LLC due to my previous negative experience.
  Nevertheless, the provider was sent, and I paid the $100 service fee. I was
  assured that once I paid the fee, the replacement process would proceed. The
  claim referenced in the response dates back to 2022, which was covered under
  the home warranty provided by Joseph ********. When the warranty expired, I
  renewed the insurance in my name, ensuring that the water heater was not a
  pre-existing condition. I have paid this service provider $200, only to have my
  claim rejected. I request a refund of $200 or the total amount of $575 I paid
  for this insurance. I believe this insurance company is unreliable. I spoke
  with a male representative on Monday, who assured me that he would authorize
  the service technician to proceed with the work. I suggest that the insurance
  company review the recording of this call. The lack of clear communication and
  consistency from this insurance company has led to significant frustration. The
  providers they work with seem to do the bare minimum, and their online reviews
  are subpar. While they are diligent about renewing policies, they fail to
  provide satisfactory service to their customers, often resorting to dishonest
  tactics to avoid fulfilling their obligations. I question the purpose of paying
  for insurance if, when needed, the company will not provide the necessary
  support. On March 06, 2025, I paid to have the hot water heater replaced. I am
  asking that the company reimburse me in the amount of $2025.
  
  
  
  Regards,
  
  
  
  ****** *******

  Business Response

  Date: 03/17/2025

  
  
  Please be advised that we are unable to honor the customer’s
  request to be reimbursed the service call fees paid. Per section B(4) of the
  Service Contract, “You will pay a Service Fee for each Covered Item service
  request You submit to Us.”
  
  In regard to her request for a full refund of the policy, should
  she opt to terminate coverage a pro rata refund in the amount of $348.08 is due
  at cancellation. Per section I(2), “(b.) If You cancel at any time after the first
  30 days from the Order Date, We will pay You a pro rata refund of Your paid
  Agreement Fee for the unexpired term at the end of the month of which You
  cancelled less any Service Costs incurred by Us (unless prohibited by law). If
  Our Service Costs are greater than the prorated refund, You shall pay us the
  lesser of the difference between (A) Our Service Costs; and (B) any unpaid
  Agreement Fees or unpaid Annual Monthly Agreement Fees. (c). In addition, You
  shall be responsible for an administrative fee of the lesser of $50, or such
  amount as is permitted by law; (3) To cancel Your Coverage, contact us at
  ###-###-#### or visit your customer portal at
  ****************.”
  
  Amount Paid: $575.00
  Months Used: 4 ($44.23) $176.92
  Service Costs: $0
  Cancellation Fee: $50.00
  Refund: $348.08
  
  As for the water heater she replaced, HWA did not approve
  these costs. Please refer to section B(3) of the Service Contract, “We will not
  reimburse for services performed without prior approval.”
  
  There is no further action that HWA can take at this time. We
  have complied in full with the terms and conditions of our contract. The
  customer refuses to do the same. Since the customer wishes to escalate this
  dispute, she needs to follow the procedure for Resolution of Disputes outlined
  in her contract.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.
  

  Customer Answer

  Date: 03/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I am rejecting the response I received
  because it misrepresents the circumstances surrounding my claim. The claim
  referenced in the response dates back to 2022, which was covered under the home
  warranty provided by ****** ********. When the warranty expired, I renewed the
  insurance in my name, ensuring that the water heater was not a pre-existing
  condition. As far as the water heater I replaced, HWA should reimburse me for services because the water
  heater was covered but the HWA has refused to pay for it. When I initially
  filed the claim, I was not informed that I needed to provide receipts for past
  repairs. After the claim was accepted, and a provider was assigned, I paid *** ************ LLC the $100 service fee. I
  was assured that once I paid the fee, the replacement process would proceed. Per section B(4) of the Service Contract, “You will pay a Service Fee for each
  Covered Item service request You submit to Us.” This states for each covered
  item. If the water heater wasn’t covered, why did the company take my $100 twice.
  If it wasn’t covered this should have been stated during the initial telephone conversation.
  I spoke with a male representative on Monday, who assured me that he would
  authorize the service technician to proceed with the work. I suggest that the
  insurance company review the recording of this call. The lack of clear
  communication and consistency from this insurance company has led to
  significant frustration. While they are diligent about renewing policies, they
  fail to provide satisfactory service to their customers, often resorting to
  dishonest tactics to avoid fulfilling their obligations. If the company is not
  going to reimburse me for replacing the hot water heater that was covered under
  my policy, then I do wish to cancel this policy. The cancellation fee should be
  waived because I am only cancelling this policy due to the negligence of this
  company and the company not being truthful.
  I am requesting a refund of the amount
  of $598. I am requesting that the service fees also be refunded because my hot
  water heater was covered under this policy, but HWA did not give the service provider
  approval to move forward with replacing the heater, even after speaking with a representative
  with HWA who ensured me that he would advisor the technician to complete the
  work.
  Amount Paid: $575.00
  Months Used: 4 ($44.23) $176.92
  Refund: $398.08
  Service fees: $200
  
  
  
  
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:02/28/2025

  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 paid 495 for home warranty then another 200 for them to look and not fix furnace or hot water, they deny claim saying it was pre existing condition. They took money then don't fix when something is wrong

  Business Response

  Date: 03/03/2025

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 17826695) and the water heater claim (claim no. 17826794). 

  Our records indicate that the customer placed both claims for service on February 24, 2025. Per section B(4) of the User Agreement, "You will pay a Service Fee for each ******************** request You submit to Us." 

  HWA dispatched A & C Heating & Cooling to diagnosis the heating system who reported that the transformer is blown and that the heat exchanger is cracked with recommendation of replacing the furnace.   With respect to the water heater, HWA dispatched Northwoods Mechanical who reported that the tank liner is failed with recommendation of replacing the water heater. 

  Based upon this information, *** determined that both claims were non-covered due to pre-existing conditions as the failures would take time to develop and could not have developed the same day as term coverage commenced, which was the same day the claim was placed, February 24, 2025.  

  The customer placed an appeal on February 27 which prompted assignment of a Case Manager for handling. 

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

  Thank you,

  **** *.
  Consumer Advocate 

• Initial Complaint

  Date:02/28/2025

  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.

  Over the course of a year, four HV** technicians came out to repair the furnace - they were sent by ***. Each time they told me the furnace should be replaced and each time they said they would put that in their report, and they also offered to give me a good deal because they said *** would never approve the replacement. The last technician they sent warned me of carbon monoxide dangers. I contacted *** and told them that I would not be responsible for my tenant dying of carbon monoxide poisoning and how could they help. They reiterated that they would not replace the furnace because none of the technicians had indicated in their report that it should be replaced. Someone was lying and although I requested copies of the reports from *** and the technicians, I never received them. I again asked what they would do if I replaced the furnace. The person said at a minimum they would give me $500 for the furnace and $500 for the ** that was as old as the furnace. So as not to put my tenant in danger, I replaced both units and when I contacted *** they sent me up the line to their solutions team. The last person I spoke with confirmed the $500/unit but said the person I spoke with at *** "didn't know what she was talking about so they would offer me $200. I said that was not appropriate and she said I would be contacted by a higher up. That was three weeks ago, and I have never been contacted. it cost $12,413.00 to replace these units.

  Business Response

  Date: 02/28/2025

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claims (no.:********; ********; ********).
  
  On February 5, 2024, the customer placed a heating system claim (no.: ********) stating the furnace was not responding to the thermostat and HWA dispatched ************ Heating and Air. The technician reported the filter was extremely dirty and the unit was double filtered. Therefore, he changed out the filter and removed the extra filter from the furnace.
  
  On June 24, 2024, the customer placed a heating system claim (no.: ********) stating the ** thermostat was not working and HWA dispatched ******************** The technician reported there were no operating issues on the furnace, and he informed the customer to change the filter Merv rating as the dust and debris were slowing the airflow on the unit. As a result, the claim was closed.
  
  On December 14, 2024, the customer placed a heating system claim (no.: ********) stating the furnace was not heating and HWA dispatched BJ Heating & ******** Based on the diagnosis received, *** authorized the technician to replace the inducer motor, pressure switch, collector box and drainage box. On 12/19/24, the technician reported repairs were completed on 12/18/24 and reported the unit as operational.
  
  Although the customer expressed her dissatisfaction stating the unit needed to be replaced. Please refer to ******************* Time &Payment of the Service Contract, During the coverage period, Our sole responsibility will be to arrange for a qualified Service Provider to repair or Replace.
  
  On 12/19/24, the customer spoke with a Retention Representative and requested to terminate coverage. *** offered the customer a goodwill gesture in the amount of $500.00 upon receipt of a paid repair invoice. However, the customer did not accept or decline the offer.
  
  *** did not hear from the customer regarding this matter again until 2/7/25 wherein she confirmed she replaced her HV** system. Please refer to section B(3) of the Service Contract, We will not reimburse for services performed without prior approval. Furthermore, there is no record of *** offering the customer $500.00 for her furnace and an additional $500.00 for her air conditioner.
  
  Nevertheless, *** will agree to reimburse the customer in the amount of $500.00 as initially offered on 12/19/24 by our Retention Representative upon receipt of a paid repair invoice. Should the customer choose to accept as resolution to her complaint please have the customer email mcintron@****************************************** are mailed in the form of a check and subject to 30 days processing.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.
  

  Customer Answer

  Date: 02/28/2025

  
  Complaint: 23002108
  
  I am rejecting this response because:

  They offered me $500 per unit which would total $1,000.  I inquired about terminating my contract, but it made no sense to do that financially once they shared additional information, so I did not terminate my contract.  They never offered me $500 to terminate my contract and obviously I did not terminate it since additional service appointments were scheduled.  They offered me $500 per unit and that is what I expect which equals $1,000. I will accept $1,000. 
  
  
  
  Regards,
  
  ******* ******

  Business Response

  Date: 03/05/2025

  ********* *.,
  
  We apologize that the customer is still dissatisfied. However, our records indicate the customer was only offered reimbursement in the amount of $500.00. Therefore, we have no additional offers at this time.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.

  Customer Answer

  Date: 03/06/2025

  
  Complaint: 23002108
  
  I am rejecting this response because: they have left out critical facts regarding our 2/7/2025 conversation.  On 2/7/2025 I first spoke with *** who transferred me to ******. She confirmed that I was promised $500/unit.  She offered me $200.00 stating that it cost them $800 to pay for the service technician, so $1,000 - $800 = $200. When I reminded her that I was promised the $1,000 she stated, "the person didn't know what she was talking about." She indicated that she had to send this up the chain and someone would call me on Monday (2/10/2025).  I never received a call back, thus the reason for this complaint. I just want them to keep their word and reimburse me the $1,000.  

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

  Business Response

  Date: 03/10/2025

  ********* *.,
  
  The customer has not provided any supporting documentation to support her position that she was offered $500.00 for each unit. As previously indicated, *** does not have record of this offer, and we only have record of the customer being offered $500.00 with a paid invoice.

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

  Customer Answer

  Date: 03/13/2025

  
  Complaint: 23002108
  
  I am rejecting this response because: if you (HWA) review your notes - you will see the documentation where I was offered $500/unit.
  
  
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:02/27/2025

  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.

  We will not renew our contract with this company. We filed a claim and the company was good at the start sending a technician and doing a first repair, however, our 20 plus year old furnace broke down again in the middle of the cold winter and the company is now denying future claims. What is normal wear and tear for a 20 plus year furnace? One of the times I called, they were more interested in renewing my contract than processing my claim. Very sneaky sales tactic. No wonder their ****** reviews are very low.

  Business Response

  Date: 02/28/2025

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 17100947). 

  Our records indicate that the customer placed their claim for service on January 3, 2025.  HWA dispatched ***** Heating & Cooling to submit the diagnosis. Upon inspection, *** approved replacement of the flame sensor. 

  On January 10, a recall was placed for further inspection. Upon reinspection, *** approved replacement of the inducer motor.  

  On February 19, the technician was recalled for additional inspection. Upon reinspection, the technician reported failure to the control board due to leaking water from the secondary heat exchanger.  Based upon this information, *** issued the claim determination stating, "...it has been determined that the control board has malfunctioned due to water damage and must be replaced. Conditions or failures caused by water damage are not normal wear and tear. Please refer to section C2 of your policy. Your policy has the following exclusion, all systems must become inoperative due to normal wear and tear." 

  The customer placed an appeal prompting assignment of a Case Manager, and it was explained that the claim will remain non-covered as the failure was caused by water damage, which is not a normal wear and tear failure.  

  No further action will be taken. 
  

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

  Thank you,

  **** *.
  Consumer Advocate