Business Profile

Home Warranty Plans

Home Warranty of America

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Complaints

This profile includes complaints for Home Warranty of America's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,462 total complaints in the last 3 years.
316 complaints closed in the last 12 months.

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

Initial Complaint
Date:12/28/2023
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.
Filed a claim on a broken dishwasher. The unit was not replaced and a very minimal credit was offered. This company is in business to defraud its customers. The value of a current model my dishwasher is $1,400. The replacement cost provided was $246. They will not repair the unit nor replace it.
Business Response
Date: 12/28/2023
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 11914619).
Our records indicate that HWA approved replacement with a buyout of $246.
As per sections 9 and 14, Limits of Liability of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacements will be of similar or equivalent quality and efficiency to those being replaced.... We are not responsible for upgrading or matching dimensions, color or brand) in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item."
The customer placed an appeal, and it was explained that the amount is based upon Our cost, which may be less than retail. In addition, the amount does not account for brand or color.
Nonetheless, as a goodwill gesture, *** is pleased to offer the customer a buyout increase from $246 to $591 as a final offer. Should the customer wish to accept, they may contact me directly via email at ******************************************** Upon acceptance, a check will be mailed to the customer within 30 days. No additional funds will be honored.
While we regret to hear of the customers frustrations, *** has abided by the policy terms and conditions and requests this matter be closed.
Thank you,
************
Consumer Advocate
Initial Complaint
Date:12/27/2023
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.
I recently had an issue with the dishwasher where the dishes were not getting cleaned and I reached out to HWA to fix the issue. The technician suggested the visit charge of $100 and I paid the same. The technician informed that it will require to fix some mechanical parts which are not covered. While selling the contract, the company told that they will fix the problem completely and if they are not able to fix they will replace it. There was a significant delay in getting the parts and even after repair the issue was not fixed. The technician came in 2nd time with the remaining parts and told that the issue is completely fixed. After fixing the issue, the technician caused other problems and the unit was not heating and utensils remained wet. When I called the customer service they said that I need to pay the visit chages of $100 once again even though the problem was not solved. Also, they said that if I cancel the contract then they will deduct the payouts on my existing repair. This is completely unfair as the company is not sending competent technician and asking me to pay for their problems. If the issue is not fixed completely then the company should take care of that.
Business Response
Date: 12/28/2023
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 11539682).
Our records indicate that the customer placed their claim for service on November 6, 2023. HWA dispatched **********************, **** to the customer's home to submit the diagnosis. Upon inspection, the technician reported failure to the control board, in addition to the door hinge being broken which caused issue with the spring.
On November 11, *** approved replacement of the control board and advised the customer of non-covered charges to account for replacement of the door hinge and springs to which the failure was not a result of normal wear and tear. As per section B(10) of the User ******************* Systems and Components means systems and components as specifically described herein as Included under Your Plan and become inoperative due to mechanical or electrical failures caused by normal wear and tear."
On December 21, the customer contacted us stating that the repair was completed, however the unit is not working properly. It was explained to the customer that a new claim for service is required as 30 days have passed since the claim was placed.
Our records indicate that the customer placed a new claim for service on the dishwasher on December 27, which has been assigned to AB Repair, LLC with an appointment scheduled for tomorrow, December 29, between the hours of 11-3PM.
HWA will determine claim coverage upon receipt of their 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: 12/28/2023

Complaint: 21061403

I am rejecting this response because:

My original issue was not resolved completely due to technician incompetence.

Regards,

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

HWA is sorry to hear of the customers continued frustrations;however, *** is not liable for any potential negligence nor conduct of the contracted service provider.

As per section 7(G) of the User Agreement, We are not responsible for consequential or secondary damage.

As per section 7(H) of the User Agreement, We are not liable for indirect, consequential, or economic damages for loss or damages to any person or property arising from the loss of use of the inability to use the equipment to the extend such may be disclaimed by law, and you expressly waive the right to all such damages.

HWA requests this matter be closed.
Thank you,
************
Consumer Advocate
Customer Answer
Date: 01/03/2024

Complaint: 21061403

I am rejecting this response because:

Regards,

*************************
Initial Complaint
Date:12/27/2023
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.
I have been without heat since December 10th. I called HWA that day. They are unable to get any technicians who can complete this project. On fixing my heater a boiler gas operated. They cannot get the tech they sent out to answer them and now we have to start the ****************. They will not escalate my problem. I am a senior citizen and I have no boiler heat working. I am having to pay a lot of money for electric space heaters. I have repeatedly asked for a supervisor to call me and it has not happened. They do not know how to escalate this problem as it has been 16 days with no working heater. They act like it is a normal effect. I have talked multiple times to their claims people five times since Saturday night. And multiple times before the tech assumed that I could light my pilot light at 65. I have to crawl across the floor. I have to use something to help me get up and down and the pilot light is not lighting. And now they're telling me I have to wait another 24 to 48 hours before a tech is assigned to me because they can get answers from the one that was supposed to fix it.
Business Response
Date: 12/28/2023
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 11954843).
Our records indicate that the customer placed their claim for service on December 10, 2023. HWA dispatched Prestigious Handling to the customer's home to submit the diagnosis. Upon inspection, the technician reported failure to the gas assembly, however they failed to provide the unit's model and serial number in order to complete claim evaluation.
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 per section 15, Limits of Liability of the User Agreement, "You understand and agree that We: (i) are not liable for the negligence, omissions, or other conduct of the Authorized Repair Technician."
As the technician was unresponsive to our request, HWA waived the service call fee and reassigned the claim to LB Mechanical with an appointment scheduled for January 2, between the hours of 11-3PM. HWA will determine claim coverage upon receipt of their 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: 01/02/2024

Complaint: 21056133

I am rejecting this response because:

I still without heat. The technician came out today. He was here by 11:00. He turned in his report and request for a part. Over the past two weeks, maybe three now, *** said they would have a response of approval or denial in 15 to 30 minutes. And they told me today it was 4 hours before they could get an approval. The technician said if he had approval today he could be back tomorrow, now it won't be till Friday. After many requests for a supervisor to call me, I did get one to call me and he was quite rude to me saying that they had 4 hours. They don't know where. I got the idea that I only had that they would get an answer in 30 minutes. So it still is not resolved and we are having an ice storm this weekend

Regards,

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

*** is sorry to hear of the customers continued frustrations;however, *** is not liable for any delays in service.

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 technician provided their diagnosis to us today, January 3, and the claim is currently under review. Once HWA has gathered all necessary information, a claim determination will be issued accordingly.

HWA requests this matter be closed.
Thank you,
************
Consumer Advocate
Customer Answer
Date: 01/03/2024

Complaint: 21056133

I am rejecting this response because: The tech is ready to quit because they are harassing him for information that he gave already to him through their website. I called him. He put it in twice today. They are blaming the technician for no response. But yesterday at 4:40 excuse me at 5:00. I was told they had all the information they needed to make a decision at 4:30 that afternoon. This morning they said they needed more so I called my tech and he said this is why people keep stopping using this warranty to get paid for. He put it back in at 2:00. I called home warranty of America and was informed that at 1:50 p.m. they have all the information and I still had to wait another 4 to ************************************************* the bottom of the pile anytime they get new information and they're restarting a time on me. As you can see it's been three weeks with no heat

Regards,

*******************
Initial Complaint
Date:12/26/2023
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.
For over 2 years I hace been trying to get this company to provide the services I paid for. The ac unit went bad. The first tech the company sent out almost set my house on fire, so I refused to allow them back in and the company told me I had to pay another service fee. I did, the next tech came and said unit is bad. Several companies came out all said the same thing. Finally company said they will replace the unit. They sent more techs out all saying they were sent to see what was wrong, even though it was approved to be replaced. The company CLOSED that service request saying job done. It was not. They made me open a new flim and pay yet anoher service fee. Again several companies came all said same thing unit is bad it is fried. I took over a dozen unpaid days off work, installed window units for the disabled members of the house. Company again says they will replace unit. Again reassign and then again never fixed anything. I went to the state fraud department. The company said they were wrong and would pay me not even a third of what the unit would cost, just unit nothing else. Of course I was not satisfied and they were only going to send this money after I had it replaced. The estimate to fix this is almost 4000$ obviously the around 900 they offered wont cover even the unit. This company rippedme off and never provided services I paid for.
Business Response
Date: 12/28/2023
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 7327731).
Our records indicate that the customer placed their claim on February 9, 2023, stating it was not turning on. *** assigned *********************** and Cooling to submit the diagnosis, however the technician missed the appointment due to scheduling conflicts. HWA waived the service call fee and reassigned the claim to *************** and Cooling to submit their findings.
Upon receipt of the diagnosis, HWA required an itemization in charges for the repairs. Upon receipt of the information requested, the claim was approved for a supplied condenser and labor. The technician later advised HWA he would no longer repair the unit as he disagreed with the approved costs for repair. As per section 15, Limits of Liability of the User Agreement, "You understand and agree that We: (i) are not liable for the negligence, omissions, or other conduct of the Authorized Repair Technician..."
The claim was placed back into dispatch, however, the claim closed as the policy was past-due on payments and no longer active. In goodwill, *** waived the customer's past due balance in the amount of $217.17 to account for the months of July, August, and September with billing resuming in October. However, October, November and December's monthly premiums were also declined and therefore the customer's account is again past due and currently inactive. HWA cannot service an inactive policy.
In goodwill, *** offered the customer reimbursement in the amount of $909, which represents ***'s authorized cost of repair upon receipt of paid repair invoice. This amount represents our cost for replacement of the condensing unit including its respective labor to install. However, to date, the customer has not accepted, and no additional funds will be honored. HWA will not provide the customer with reimbursement for more than what was authorized on the claim accordingly.
Should the customer wish to accept, they may contact me directly via email at ******************************************** All payments are subject to 30 days processing.
No further action will be taken.
While we regret to hear of the customers frustrations, *** has abided by the policy terms and conditions and requests this matter be closed.
Thank you,
************
Consumer Advocate
Initial Complaint
Date:12/21/2023
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.
I have paid home warranty of America in full and my dishwasher is broken they send technician to my home and I paid additional $100 on top of $700 fee that I have already paid. and they said it need to be replaced and can not be fixed. dishwasher cost over $1000 + and they issued me E-gift only for $246 ! I called and they scheduled me with case manager (************) and she called me later and she was very very rude and did not want to help and she said in insurance menu if dba is less then 50 you don't get more refund. that's for noise of dishwasher . I never received any warranty paper or policy. it was done all over the phone. case manager was so rude and she was ******* me and disrupts me when I was talking and she hang up on me. I never experienced anything like this in my life. I never complain or write review but this issue have shocked me and I feel this business is scam and I'm willing to take legal action.. I have called customer service to complain but they only make note and they not transferring me to manager.
Business Response
Date: 12/22/2023
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 12030149).
Our records indicate that HWA approved replacement with a buyout in the amount of $246.
As per sections 9 and 14, Limits of Liability of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacements will be of similar or equivalent quality and efficiency to those being replaced...we are not responsible for upgrading or matching color or brand) in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item."
The customer placed an appeal requesting the amount be increased to account for replacement at retail for the same brand. It was explained to the customer that HWA offers funds at Our cost, which may be less than retail. Further, the amount does not account for brand or color, and therefore the buyout was not increased in accordance with the terms of their contract.
Nonetheless, as a goodwill gesture, *** is pleased to offer the customer a buyout increase from $246 to $591 as a final offer. Should the customer wish to accept, they may contact me directly via email at *******************************************. Upon acceptance, a check will be mailed to the customer within 30 days.
While we regret to hear of the customers frustrations, *** has abided by the policy terms and conditions and requests this matter be closed.
Thank you,
************
Consumer Advocate
Initial Complaint
Date:12/19/2023
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.
Filed a claim with Home Warranty for Hot water as the hot water tank is not consistently heating water. One technician came out and charged $100 to turn the hot water tank up. Still experiencing issues so another claim was entered. A technician told us the water tank needed replaced. After multiple calls with ***, this was never taken care of. Was told to enter another claim. No one came and the company still charged. Put a claim in last month. Technician came and said nothing was wrong with the hot water and still charged us $100. Called home warranty when we still did not have hot water and told to contact the technician. The technician : RKS hot water for north and ************** proceeded to call me a liar and state I was contradicting myself. I was also told by the technician that he does not prioritize HW customers because I was not paying him outright. Promptly called Home Warranty in which I was told they could send another technician out for $100 fee or they could request this technician to come back. I told them as a customer that was unacceptable and that technician would not be stepping foot in my home after calling me a liar. I requested to speak to a manager and am still waiting for a call.
Business Response
Date: 12/22/2023
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their water heater claim (no.: 11869076).

Based on the diagnosis received from RKS OK Plumbing the technician reported no mechanical failures. Therefore, there are no repairs recommended/needed at this time.

However, the customer disagreed with the outcome of the claim.Per section **************** (2), We have the sole right to select the Authorized Repair Technician to perform the Service.

Please be advised that ************** specifically reported,There is nothing wrong with the unit. At the time of inspection there was plenty of hot water in the showers. And throughout the house. Therefore, the claim has been closed.

The customer requested *** send out another technician for a second opinion but was advised she would need to pay a new service call fee,but she declined. Per section Limits of Liability (16), Second Opinions. We reserve the right to require a second opinion, which We will obtain at Our own cost.

As a result, the claim has been closed. Should the customer wish to obtain a second opinion at her own expense she may do so and submit the documentation to ******************************************** for further claim review.

HWA requests this matter be closed.

Thank you,
********************
Initial Complaint
Date:12/17/2023
Type:Billing 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 called this company twice to cancel my membership. Each time, I'm told it's been canceled. Yet, the monthly payments continue. The company makes is very difficult to cancel, in general. So it's not like I "forgot" I canceled. When I call, I'm told that I have to call back later, or that there is no record that i ever called in the past, or if they transfer me to the cancelation department - my call gets dropped. I've been trying to cancel this for a year now and i'm at my **** end.
Business Response
Date: 12/19/2023
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: IL04-SA00175811).

Please be advised that *** does not have any prior record of the customer requesting to terminate coverage. Should the customer have written documentation to support her position to cancel twelve months ago, please have her email such to ********************************************* for further review.

HWA has also cancelled the policy. A refund for the month of November will be processed back to the customers card on file in the amount of $83.44. Please allow up to 30 days processing.

HWA requests this matter be closed.

Thank you,
********************
Initial Complaint
Date:12/12/2023
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.
I pay a monthly amount to this company. The company is supposed to cover the fixing/replacement of any appliance in my house that breaks. On 11/30, I submitted a claim over the phone for my hot water heater. The agent placed the claim for me and I was told that a technician would be assigned to my claim within ***** hours. That time frame past with no contact for the company. I contacted them and was told that they were escalating the claim and we just had to wait. After this I discovered that the agent had placed my claim incorrectly and was saying that my plumbing/shower head was not working. I updated the claim online myself and this apparently reset my ***** hour time frame even though when i called the next day i was assured that it would not. we have called everyday to follow up on this claim and every time they tell us we just have to wait. They finally assigned someone to come out to our house on 12/8, that company was a no show. We called and *** said that they would reassign our claim and it would be assigned by end of day 12/11, that did not happen. We were then told it would reassign by end of day 12/12 and so far that has not happened. Every time we talk to them they tell us that there is nothing else they can do and that we just have to wait. We have not had hot water in our house for 12 days. They are not holding up to their end of the deal and they will not work with us on this at all. They refuse to let me speak to a supervisor and they haven't provided us with a technician or any other solution.
Business Response
Date: 12/13/2023
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their water heater claim (no.: 11872385).

Our most recent records indicate that an appointment is scheduled with Mr. ******************* for 12/22/23. Notification was emailed to the customer today (12/13) with the technicians information and appointment details. Should the customer need to contact the technician directly he may be reached at **************.

Thank you,
********************
Customer Answer
Date: 12/13/2023

Complaint: 20997511

I am rejecting this response because:
This appointment is scheduled for over a week away from today. At that point it will have been over 3 weeks since the initial claim was filed. That amount of time seems unreasonable based on your company's claim that a technician will be assigned within ***** hours. Your original technician did not show up and was not scheduled within the quoted time and your second technician is going to take over a week to come our and we are still being asked to pay for a service that is not being fulfilled. I do not feel confident in filing a reimbursement claim with your company as I feel I wouldn't get the money back. I have been paying a monthly fee for your service and your company is not holding up to their end of the agreement.

Regards,

*****************************
Business Response
Date: 12/19/2023
**********************,

We apologize that the customer is still dissatisfied.However, our records indicate that *** spoke with the customer today (12/****** requested to cancel the work order. The work order was cancelled per her request. The customer also indicated that she replaced her water heater. Per section **************** (2) of the user agreement, We will not reimburse for any services performed without Our prior approval.

Although, *** did offer to reimburse the customer $228.00 upon receipt of a paid repair invoice. The customer indicated that she would review the offer and contact us back. *** is pending a response from the customer at this time.

*** requests this matter be closed.

Thank you,
********************
Customer Answer
Date: 12/22/2023

Complaint: 20997511

I am rejecting this response because:
I had to schedule someone on my own and have my water heater replaced because I would have had to wait another week before your technician was scheduled to come to my house. I have a child in my household and we had already been without hot water for 2 weeks. It is not acceptable that it would have been 3 weeks from when the claim was submitted before it was even looked at. So yes, after I had the water heater replaced on my own I canceled the claim as it would bot make any sense for your technician to come out at that point. I was offered a check for $228 which is no even half of the cost of the replacement and on order to receive that check I would have to extend my contract for another month and be charged my ~ $72 monthly service charge, meaning I was really only offered around $150. I was also supposed to receive an email from the person I spoke with in order to submit a copy of my invoice, however that was never received.

Regards,

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

Should the customer choose to accept reimbursement in the amount of $228.00, please have her email the paid repair invoice to *********************************************.

HWA requests this matter be closed.

Thank you,
********************
Initial Complaint
Date:12/12/2023
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.
I filed a claim with *** in May '23, our Sub Zero refrigerator wasn't cooling. *** sent out a repair person chosen by them that stated a relay was bad. The fridge still did not work after replacing the relay and could not get in touch with the repair person. After several weeks we were given the option to hire our own repair company and *** would reimburse us for repairs they stated replacement of the fridge was not an option because it could be repaired. Our repair company came and found the compressor was broken and needed replacement. The repair company ordered the parts and came to repair the fridge and I paid them for the repairs out of my own pocket. The fridge is still not working, and the repair company says the fridge is now irreparable. After the repairs were done *** sent me an email saying they changed their mind and were going to send us a $900 gift card to Lowes to replace the fridge. When I called the *** resolution line, they said all they could do was increase the amount to $1600 and make it a check. After fighting with *** for weeks/months for a fair payout they state the case is closed since the check was mailed even though we have not cashed the check, so we have not "been paid". The amount is not correct according to our contract agreement and is not even close to replace our fridge with something comparable. The *** representatives my wife and I have spoken with have been extremely rude every time we have called and have even yelled and spoken down to us. We have filed claims with *** in the past and had nothing but good things to say but since they were bought out service is embarrassing, unprofessional, and not at all about providing good service to their customers. We expect to be paid in full what our contract states we should be paid to replace, or they should pay us to continue trying to repair our existing fridge. Sub Zero certified repair companies in our area have all stopped working with *** because they were terrible to work with.
Business Response
Date: 12/13/2023
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 8846139).
Our records indicate that HWA approved replacement with a buyout of $986.
As per sections 9 and 14, Limits of Liability of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacements will be of similar or equivalent quality and efficiency to those being replaced.... We are not responsible for upgrading
or matching dimensions, color, or brand) in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item."
The customer placed an appeal, and the buyout was increased to $1,600, which the customer accepted on October 6, 2023. The customer has also since confirmed receipt of the check.
No further action will be taken.
While we regret to hear of the customers frustrations, CHW has abided by the policy terms and conditions and requests this matter be closed.
Thank you,
************
Consumer Advocate
Initial Complaint
Date:12/11/2023
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.
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Our escrow paid $580 for our first year of homeownership for platinum coverage from Home Warranty of America. On 12/6/23 I filed three different claims for appliances that broke soon after moving in - washing machine, dishwasher and dryer. They sent a tech out who happened to be fantastic, he quickly fixed the dryer and said both the washing machine and dishwasher were beyond repair. We paid $225 as required by HWA for his visit. I received a notice from HWA that our dishwasher and washing machine would be replaced. As I moved forward with the replacement option, I received this message for the washing machine:
Great News!

We have received the diagnosis for claim #********. We have determined, the best long-term solution is to replace your Washer. In lieu of replacement, we are offering you funds in the form of ****** *Gift Cards based on your system’s features and capacity, to select the system of your choice.
Benefits of Funds in Lieu of Replacement
Choose the Make and Model!
Get the Replacement Faster!
Upgrade your System as Desired!

System Type: Washer
Replacement Amount: $343.00

And, the same message for the dishwasher offering $243.

These amounts aren't even half of what a comparable appliance costs. When I requested to speak with a case manager about the amounts, they stated the offered amounts are not based on a specific manufacturer, but a HWA formula they use. I asked for clarification about where they are getting these numbers and they didn't have an answer. I told them I wanted to speak with someone higher up in the company to which they replied, I can request someone calls you sometime in the next 24-72 hours. It was obvious this is a scam they have created to avoid complaints, lowball customers, claim it's a replacement warranty, and not follow through. I told the rep to please point me in the direction where I can get a washer and dishwasher at the allocated price and I'll go for it, to which they had no response. DO NOT use HWA.
Business Response
Date: 12/13/2023
Home
Warranty of America (HWA) apologizes for any frustrations the customer may have
experienced regarding the dishwasher claim (claim no. 11777192) and the washer claim (claim no. ********).
Our records indicate that HWA approved replacement of the dishwasher with a buyout in the amount of $246, in addition to approving replacement of the washer with a buyout in the amount of $343.
As per sections 9 and 14, Limits of Liability of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacements will be of similar or equivalent quality and efficiency to those being replaced...We are not responsible for upgrading or matching color or brand) 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."
In goodwill, HWA is pleased to offer the customer a buyout increase from $246 to $357, in addition to a buyout increase from $343 to $499 as final offers. Should the customer wish to accept, they may contact me via email at [email protected]. Upon acceptance, a check will be mailed to the customer within 30 days.
While we
regret to hear of the customer’s frustrations, HWA has abided by the policy
terms and conditions and requests this matter be closed.
Thank you,
Lori J.
Consumer Advocate
Customer Answer
Date: 12/13/2023
[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,

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

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Home Warranty of America is NOT a BBB Accredited Business.