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:01/18/2024

  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.

  ****ed home warranty of america on Thursday, January 9th to file a claim about my washer / dryer laundry unit not working properly and requested a repair. I was assured by the **** center agent that the claim was filed and I would be contacted within 24 hours to set up an appointment with a repair company. not only did I not received an email or call but the company selected an appointment date for me without my consent. On January 12th I get a call from a technician of Alpha Appliance stating they are enroute to my home for repair of my machine. I explained to the tech Im not there and had no knowledge he was coming- he inquired about the machine only to be told they do not even work on this kind of machine. We together called *** and informed them of all that had occurred and again they offer to correct the situation and send out a new company and provide email to have the company set up an appt for me. Again, no communication on behalf of *** just a call from another technician stating he is at my home for washer repair. I explained to him I do not have any knowledge about this appt and again we called HWA who this time had a lot of excuses as to why the communication wasn't sent. When I asked to speak with a supervisor or manger i was told no, we don't have one. I requested a call back and new appointment with communication and have yet to get any response.

  Business Response

  Date: 01/25/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their washer claim (no.: 12287444).
  
  On January 9, ****, the customer placed a claim stating that the washer was not washing. *** dispatched the claim to our vendor network and assigned Alpha Appliance Repair for 1/16/24. Although, the customer informed HWA that the technician was unable to service the customers unit. As a result, *** reassigned the claim to HM Appliance for 1/17/24. Notification regarding the appointment was emailed to the customer on 1/12/24. However, the customer missed the scheduled appointment.
  
  Our most recent records indicate that *************** Service is scheduled for 1/26/24 between 7:00AM 6:00PM CST. Notification regarding such was emailed to the customer on 1/17/24 with the technicians information and appointment details.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************
  

• Initial Complaint

  Date:01/16/2024

  Type:Product 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 warranty of america are crooks. Pay Month after month and when I call I pay the $100 which I am fine with, that is what my contract states. What I'm not ok with is then having my claim approved, being charged additional money, agreeing to a certain amount, then the day of issue being fixed I'm given a different price after agreeing to an amount with warranty company. Warranty company stated they agreed with technician on a flat fee. I have all the documentation and showed the plumbing company. He called his supervisor and the supervisor stated warranty company did not want to cover all the new parts. I immediately called the warranty company and explained all of this and said after all of the fees accrued and time waiting around I could have just paid for it out of my own pocket at that point. I canceled my warranty plan and was told that would be an additional $50 fee as well as my monthly payment also being due today.

  Business Response

  Date: 01/21/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 12180926). 

  Our records indicate that on January 8, ****, *** approved replacement of the water heater and informed the customer of non-covered charges in the amount of $191.17 to account for the cost of modifications and upgrades necessitated by replacement. 

  As per section 4, Exclusions of the **** 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." 

  Please find the breakdown of the charges below: 

  Expansion Tank: $75.00
  3/4" Copper tubing and fittings: $38.67
  Labor: $77.50
  Total Non-covered Charges: $191.17
  

  The customer accepted the charges on January 9 and the installation was completed on or about January 15.  Thereafter, the customer contacted us advising that the technician charged them an additional $53.44 in non-covered charges.  It was explained that we do not provide reimbursement for unauthorized services.  Further, HWA did not collect the charges and therefore their request is to be directed to the technician accordingly.  

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

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

  Nonetheless, as a goodwill gesture, *** is pleased to offer the customer reimbursement in the amount of $53.44 upon receipt of the paid invoice/receipt. The customer may provide the invoice to me via email at *******************************************.  All payments are subject to 30 days processing.  

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

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:01/13/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company does not give a prompt way to cancel their policy. I am not satisfied with the service. The technicians assigned are inconsistent. When you prefer to cancel or take your credit card off their system there is no way to do it. When we call the customer service people say they are not permitted to go to the system to help me. This is like NO WAY OUT. TRAPPED by a bad company. This is my complaint wish me luck in getting out of ***. My last claim experience was awful. The people tricked me into doing a service call instead of repairing my AC. THIS COMPANY Is giving home warranty. Bad name. I DESIRE THAT CANCELLATION OF THEIR SERVICE IS MADE EASY online instead of impossible. We called and we will keep calling until this policy is ended. Our credit card is trapped so we will talk to the credit card company to see if they can help us.

  Business Response

  Date: 01/16/2024

  **********************,
  
  Home Warranty of America (HWA) Apologizes for any frustrations the customer may be experiencing regarding their policy (no.: IL03-SA01952101).
  
  *** has cancelled the policy per the customers request. Please be advised that there was no refund due at cancellation. Confirmation of such was also emailed to the customer today (1/16).
  
  Per section Cancellation: 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. If Listing Coverage is cancelled after service has been performed, and the Contract Fee has not yet been paid, You will be responsible for purchase of the Contract, or reimbursement to Us of Services incurred, whichever is less.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a home warranty with HWA for five or six more years. They have never sent me a receipt or new policy for when I renewed it. My policy # is IL03-SA01693868 which they do recognize was renewed for several years. I have been dealing with them since before Xmas to get my heater fixed. They could not find a technician of their own to send within 48 hours so they allowed me to use my own local technician. He has taken pictures, diagnosed the problem, done cost breakdowns and sent it to them. Now they are sending a technician from ****** who I will be expected to pay 75 dollars again and start the process over about diagnosing etc. I just want my heat fixed promptly by my technician who is already on the case and agreed to by them prior to today.

  Business Response

  Date: 01/22/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 12054998). 

  Our records indicate that the claim was reassigned to GeauxPro Air in order to obtain a second opinion diagnosis, however the technician was unable to keep the appointment due to scheduling conflicts. 

  As per section 16, Limits of Liability of the User Agreement, "We reserve the right to require a second opinion, which We will obtain at Our own cost." 

  Due to the delays in service, in goodwill, *** is pleased to offer the customer reimbursement up to $5,000 upon receipt of the paid repair invoice for replacement of the condensing unit. As per section 17, Limits of Liability of the User Agreement, "You understand and agree that, in no event, will Our liability exceed $5,000 per Covered Item..." 

  The customer may provide the invoice to me via email at *******************************************.  All payments are subject to 30 days processing.  

  Thank you,

  ************
  Consumer Advocate 

  Customer Answer

  Date: 01/29/2024

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

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim online for a washer with a broken dispenser. I made sure to specify in the claim that the issue was the dispenser. The claims system told me there was an issue with my claim and to call the number which I did. The representative on the phone informed me I had put an improper date which was why it was getting closed as not covered which was fine as I had misunderstood the question about the date when in filed the claim. That date was corrected and the claim was processed. I was told that was the only issue with the claim. A third party company was dispatched and I had to pay the 100$ service fee but repair was denied because dispensers are not covered by the home warranty plan. I called the company to complain that I was out 100$ on a claim they apparently knew was going to be disapproved. I was told they can't do anything about it, that its an automated system and refused to reimburse me for what is clearly a mistake on their part per their own list of exclusions. The claim should never have been approved. Now I'm out 100$ for no reason. Claim # ********

  Business Response

  Date: 01/12/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their washer claim (no.: 12250070).
  
  Based on the diagnosis received from *************** Service it was determined that the soap dispenser failed and needs to be replaced.Please be advised that Soap dispensers are excluded per the Washer section of the user agreement. Per section Home Owners Coverage: Additional Coverage/Upgrade Options Washer/Dryer Package: Excluded: Soap Dispensers.
  
  A claim determination letter was sent to the customer with the option to appeal and he did. Although, upon speaking with his Case Manager the denial was upheld as the policy excludes soap dispensers.
  
  As for a refund of the service call fee, please refer to section **************** (3), You must pay the Trade Call Fee for each Service Request in advance of any Services being scheduled. The Trade Call Fee applies to each Service Request dispatched and scheduled, including but not limited to those Service Requests wherein coverage is deemed excluded or denied under Your Contract.
  
  Nevertheless, *** will offer the customer one free service call fee towards his policy to use on a future claim. Should the customer choose to accept as resolution to his complaint, please have him email *********************************************.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 01/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to note that I was required to pay the trade fee to the service technician after they arrived and made the diagnosis, not before scheduling. This is a discrepancy with the process that *** has described in their response.  Regardless I will accept the proposed resolution.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/10/2024

  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.

  Paid for home warranty Diamond Package I filed a claim for my water heater leaking onto my ceiling. It has now been a week and the company has not sent anyone out and the leak is now getting worse pouring down a wall. The company has no escalation process and refuses to expedite. I continue to get the run around by them.

  Business Response

  Date: 01/11/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 12184106). 

  Our records indicate that the customer placed their claim for service on January 2, ****. *** assigned the claim to First Choice Plumbing Repair, LLC, however the technician requested to be removed from the work order due to scheduling conflicts. 

  As per section 1, Limits of Liability of the User Agreement, "Problems cannot always be diagnosed and repaired on the first Service visit. We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs." 

  Our most recent records indicate that the claim has been reassigned to ******************** with an appointment scheduled for tomorrow, January 12.  *** will determine claim coverage upon receipt of their diagnosis accordingly. 

  HWA requests this matter be closed. 

  Thank you,

  ************
  Consumer Advocate 

   

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction / issue date: submitted claim for broken hot water heater on 12/28/2023.Our own plumber diagnosed the issue - hot water heater needs to be replaced.I submitted my claim to HWA as it should be covered under my policy. They assigned their own technician to assess - their technician came on 1/3 - confirmed that the hot water heater needs to be replaced.They submitted that to *************** then said they need a 'second opinion' - so they reassigned to a new technician. HOWEVER, they reassigned to the SAME technician. This started the clock all over again. So we still do not have resolution, an approval OR hot water. And at this point, we will be at LEAST 3 weeks without hot water before this is resolved.Per my policy, this should already be approved AND fixed. And there is no way to escalate - when I ask to escalate, I get hung up on or told there is no manager.They are clearly trying to deflect/deny/delay. Every review of this company is the same story.They need to be penalized or shut down. I've paid $6000 over 10 years with NO claims - and this is how I'm being treated.I expect assistance to getting resolution/approval/replacement per my policy I've paid for.

  Business Response

  Date: 01/11/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 12149513). 

  Our records indicate that the customer placed their claim for service on December 28, 2023.  *** assigned the claim to Blue Mountain Plumbing. Upon inspection, *** requested the technician provide the cause of failure in order to determine claim coverage, however the technician was unresponsive to our request. 

  As per section 1, Limits of Liability of the User Agreement, "Problems cannot always be diagnosed and repaired on the first Service visit. We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs." 

  Our most recent records indicate that the service call fee has been waived and the claim has been reassigned to ********* Plumbing with an appointment scheduled for tomorrow, January 12.  

  HWA will determine claim coverage upon receipt of the technician's diagnosis accordingly. 

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

  Thank you,

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

  Customer Answer

  Date: 01/12/2024

  
  Complaint: 21104078
  
  I am rejecting this response because:
  

  1) They have not addressed my complaint that they have erroneaously 'reassigned' this case TWICE now to the SAME technician that made the first request. That is why this has gone on so long. Every time they have done that, it restarts the clock - and they REFUSE to expedite or escalate it each time this has occurred.

  2) The first technician DID submit their diagnosis. At NO TIME did *** inform me that they were waiting on  additional information from said technician. They told me repeatedly that they need a second opinion (which is ridiculous - it's BROKEN). But regardless, they said they need a second opinion - and then kept reassiging it to the same person.

  3) They refuse to let me talk to supervisors. 

  4) This shoudl have been resolved at least a week ago - it is due to their process failures that it is not.

  So no, i don't accpet this , even with a tech going out today. I won't accept it until this is resolved and someone holds them accountable for their shady practices.

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

  Business Response

  Date: 01/22/2024

  **********************, 

  *** is sorry to hear of the customer's continued frustrations and apologizes for the delay in service. 

  Our most recent records indicate that the claim was reassigned to ********** Plumbing. Upon inspection, *** approved replacement of the thermal coupling. 

  Our records also indicate that the repair was completed on or about January 17, and there have been no additional requests for service since repair completion. 

  HWA requests this matter be closed. 

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved in my home in 2013 and the previous furnace was replaced by NETWORK HVAC LLC year 2022 in march. every year my furnace is maintenance so it can smooth throughout the winter months. So October 18, **************************************************************************************************** 2022. Now here I am at January 5, **** and the furnace is not blowing any heat once again. So every time a technician is working in my home their is a trade call free from me of $100.00. In October of 2023 I paid $300.00. This company is ripping people off!

  Business Response

  Date: 01/11/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 12230597).
  
  Based on the diagnosis received from Network HVAC LLC, HWA authorized the technician to replace the flame sensor. Notification was sent to the technician on 1/10/24. The customer may contact the technician directly at ************** to schedule a repair appointment.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************    

• Initial Complaint

  Date:01/03/2024

  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 moved into my home this year and have insurance through Home Warranty of America (HWA). I reported issues with my air/heating unit to HWA on August 28, 2023; the first claim was opened as the unit was leaking. A second claim was opened on November 27, 2023, as we were not getting any heat. We have had 5 technicians out 11.27.23, all of whom were able to get the heat running for several hours, but not for any longer. My 85-year-old mother lives with me. I expanded this repeatedly to HWA. I have been dealing with the ********************* since December 28, 2023. I was told the next step would be to replace the unit. However, since the first company, **********************, asked to be removed from the claim, *** said they could not use their diagnosis information. The second company, On Call Heating and Air, would not submit the diagnostic report since he said *** had not paid him for other orders. HWA will not take any action to replace the unit or otherwise take the appropriate measures until they have a diagnostic report, which will require a third vendor to come out.*** refused to do more than look for a technician and place me in their system, I asked to be called back once a tech was found and was told that is not how it works. I asked to speak to a manager and was told they were all managers; ******* would not transfer my call, nor would she agree to call me back. I have been without heat, and there is no resolution in sight. I am concerned for my mothers well-being and need this resolved as soon as possible.

  Business Response

  Date: 01/04/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 10540603), and the heating system claims (claim nos. 11789618 and 11789795). 

  Our records indicate that the customer placed their claim for service on the air conditioning on August 28, 2023. *** dispatched Anytime Heating and ******** **** to the customer's home to submit the diagnosis.

  Upon inspection, the technician reported, "Customer says they had the water leak repair wanted us to check the ac Condenser coil was clean Checked pressures are good Checked amps are good Checked temp split 25-degree split." The technician also indicated that the unit is fully functional and operating as intended. 

  HWA corresponded with the customer stating, "We have received the diagnosis for the recent claim you have submitted. The assigned technician reported no mechanical failures and has advised there are no repairs needed or recommended at this time." 

  On November 27, the customer placed their initial claim for service on the heating system. *** dispatched ********************** to the customer's home to submit the diagnosis who reported that they cleaned the flame sensor, however there was no mechanical failure.  

  Thereafter, the customer placed a subsequent claim for service on the heating system. HWA waived the service call fee and assigned the claim to ******************************************, however they requested to be removed from the work order. *** then reassigned the claim to On Call heating and Air; however, they were unable to keep the appointment due to scheduling conflicts. 

  As per section 1, Limits of Liability of the User Agreement, "Problems cannot always be diagnosed and repaired on the first Service visit. We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs." 

  As an alternate resolution, and in lieu of awaiting scheduling, the customer has the option of accepting the Claim Reimbursement Process which allows the customer to use a technician of their choosing to submit the diagnosis for claim evaluation. Should the customer wish to accept this option, they may contact HWA directly or accept by logging into their account center.  
  

  In the interim, *** has escalated the claim with our dispatch department and will provide the customer with scheduling information upon acceptance of the work order by one of our available service providers.  

  Thank you,

  ************
  Consumer Advocate 

  Customer Answer

  Date: 01/04/2024

  
  Complaint: 21094557
  
  I am rejecting this response because:

  ********************** came the property four times during the month of December 2023.  Each time they were able to get the heat going for a few hours.  On each occurrence I contacted HWA for a "recall' as the repairs were not completed.  At the forth request ********************** declined to come out for the fifth time.  ******* since ********************** would not come out to complete the repairs all diagnostics and work orders they completed became void and the process needed to begin again.  This is unacceptable.
  

  HWA then dispatched a technician from On Call Heating and Air on 12.27.2023. On Call Heating and Air was able to get the heating going for a few hours; but again the unit failed. On Call Heating and Air complained the HWA had not paid them for the service calls an other work orders.    I  escalated the situation to HWA Resolution Department 12.28.2023. I was informed, since they did not have the diagnostics from On Call Heating and Air  that the  process needed to begin yet again.  HWA did not take corrective action to receive the diagnostic from On Call Heating and Air or otherwise remedy the situation.  This is unacceptable.

  I have since called the ********************* on  12.28.2023 and 12.29.2023 and asked what the next steps are and was told that the the next steps would be to replace the unit. I called twice on 01.03.23 to the ********************* requesting an update and was told I was "in the system" and a new technician would be assigned.  I asked for my call to be escalated and to  speak to a manage, my request was denied. All Resolution Department associates are "managers".  This is unacceptable.

  As of the writing of the response I still have not heard from HWA regarding next steps. I would like to reiterate that I have my 85- old mother in the house without heat. 

  HWA is not a reputable company and needs to be held accountable for their actions.  They are using tactics to delay the process and not to fulfil their commitments. 
  

  Regards,
  

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

  Business Response

  Date: 01/22/2024

  **********************, 

  Our most recent records indicate that the claim was reassigned to Brley Heating and ***************** **** Upon inspection, the technician reported that the system is oversized for the home and requires maintenance.  He also reported that there is no service disconnect at the unit, the main breaker at the main service panel is undersized, the return duct should be 18" in lieu of 16", and that the condensate drain line is improperly installed.  

  HWA denied claim coverage as the policy excludes coverage for maintenance related failures.  As per section 11, Limits of Liability of the User Agreement, "We are not responsible or liable for normal or routine maintenance. You are responsible for performing normal and routine maintenance and cleaning pursuant to the manufacturers specifications." 

  In addition, HWA excludes coverage for systems that have been improperly installed.  As per section 4, Exclusions of the User Agreement, "We are not liable for repairs related to adequacy or capacity of Covered Items in the Covered Property; improper installation..." 

  The customer was provided with the option of placing an appeal within seven (7) days of receipt of the claim determination letter, however, to date, an appeal has not been submitted. 

  No further action will be taken. 

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

  Thank you,

  ************
  Consumer Advocate 

  Customer Answer

  Date: 01/22/2024

  
  Complaint: 21094557
  
  I am rejecting this response because: Please supply proof that  Brley Heating and ***************** *** technician reported that the system  "requires maintenance". This is a fabrication and was not included in their report.  I moved into the home in September and did not install the unit.  The first opportunity to use the heater was in November at which time it did not work and I reported it to HWA. 

  HWA is not abiding by the terms of the agreement.  The unit needs to be replaced.
  

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

  Business Response

  Date: 02/01/2024

  **********************,
  
  HWA issued the claim determination based upon the technicians diagnosis and in accordance with the terms of their contract. 
  
  As per section 11, Limits of Liability of the User Agreement, "We are not responsible or liable for normal or routine maintenance. You are responsible for performing normal and routine maintenance and cleaning pursuant to the manufacturers specifications."
  
  As per section 4, Exclusions of the User Agreement,"We are not liable for repairs related to adequacy or capacity of Covered Items in the Covered Property; improper installation..."
  
  Should the customer wish to obtain a copy of the technicians diagnostic report, they may direct their request to the technician who can be reached at ************. 
  
  HWA requests this matter be closed. 

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:12/31/2023

  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.

  This company provides warranty for household appliance in case of failure! However, upon such cases they dont live up to what they promise and find a way out of help the customer! We are left with thousand of dollars in damage and they dont even care! But when they want your business they promise the world! Bait and switch and false advertising at its best. They need to step up and help customers.

  Business Response

  Date: 01/02/2024

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 12021176).
  
  Based on the diagnosis received from *************** Service,HWA offered the customer cash back in lieu of replacement in the amount of $986.00.However, the customer declined. Per section Limits of Liability (14) of the user agreement Cash Option: We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item.
  
  Nevertheless, HWA will increase replacement to $1,199.00.Funds can also be issued in the form of a check so the customer may use them at a retailer of her choosing. Should the customer choose to accept as resolution to her complaint, please have her email [email protected] is subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 01/04/2024

  
  Complaint: 21072361
  
  I am rejecting this response because:
  
  We have the Platinum plan which has the highest coverage so it would include our higher cost appliances, hence the 48 built-in refrigerator!  My refrigerator costs upwards of $10,000 so your offer of $1199 doesnt even come close.  I was told by your rep that size or make of the refrigerator does not matter as long as its in my kitchen it will be covered by you!  I need you to step up and fix this situation as the money youre offering is almost the food cost that I had to throw out since we have no freezer.  Step up and do the right thing!  I need a refrigerator that fits in my kitchen.
  
  Regards,
  
  *******************************

  Business Response

  Date: 01/08/2024

  **********************,
  
  HWA will extend a final offer in the amount of $1,500.00 towards replacement of a new refrigerator. Should the customer choose to accept as resolution to her complaint, please have her email ********************************************** Payment is subject to 30 days processing.
  
  *** requests this matter be closed.
  
  Thank you,
  ********************