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:12/06/2023

  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 previously was denied on every claim submitted to Home Warranty of America with the exception of 1 for pest control. I move into my new older home with a Gold coverage plan contract that assured us of the covered repairs. HWA took a service fee deductible of $75 for each claim even on the one or two that they knew prior was supposedly not covered under my plan ( Why send out a tech and take people money if they don’t intend to honor the agreement upon contract. HWA need to be held accountable for the blatant Bad faith denials. I would like to be accommodated and made whole again with All repair claims submitted per HWA contract to be covered. I am seeking the help and assistance from BBB to throughly investigate this matter. I would like BBB to request to get the inspection report from each repair claim I have made since 10-18-2022 to present day. Lastly I clearly submitted my last claims on 11/18/2023 Central Time still within my covered period. HWA falsely marked claims down the following day stating that my policy was expired which was the most dishonest thing I have seen from a so called professional business. Please audit this company, it’s just criminal what they are doing and getting away with. I apologize dearly as I wish to never speak negatively about anybody or thing but enough is enough, the people/ customers need to be warned and protected from this continuing in such manner.

  Business Response

  Date: 12/07/2023

  
  
  Home Warranty of America (HWA) apologizes for any frustrations
  the customer may be experiencing regarding their policy (no.: ***********
  
  Please be advised that HWA paid out $565.00 in authorized
  claims towards the customer’s policy during the contract term (10/18/22 – 11/18/23).
  
  As for the customer’s request for “the inspection report
  from each repair claim he has made since 10-18-2022 to present day,” we are unable
  to honor his request as that is our proprietary information. Should the
  customer wish to obtain a copy of each diagnosis he will need to reach out to
  each technician directly for such.
  

  Please be advised that the doorbells (no.: ********* and ductwork (no.:
  ********) claims were placed via the customer portal on 11/19/23, which is the day after the
  policy expired. Therefore, HWA was unable to service these claims.
  
  HWA requests this matter be closed.

  Thank you,
  Michelle C.

  Customer Answer

  Date: 12/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:lt
  
  I have called to explain any and all complaints to various HWA reps per the procedure for Resolution of Disputes outlined in the contract. No solution nor accommodation was reached. I totally and completely reject HWA response and lack of effort to resolve this issue. I request for a full refund of all money spent as HWA failed to fulfill the language of the contract which therefore make it void. Please refund all payments. 
  
  
  
  Thank you 
  
  Respectfully,
  
  
  
  **** ******

  Business Response

  Date: 01/03/2024

  
  
  Please be advised that HWA paid out $565.00 in authorized
  claims towards the customer’s policy during the contract term (10/18/22 –
  11/18/23). As for the customer’s request for “the inspection report from each
  repair claim he has made since 10-18-2022 to present day,” we are unable to
  honor his request as that is our proprietary information. Furthermore, the
  doorbells (no.: ********* and ductwork (no.: ********) claims were placed via
  the customer portal on 11/19/23, which is the day after the policy expired.
  Therefore, HWA was unable to service these claims. As the full term was used, a
  full refund is not due to the customer at this time. Since the customer wishes
  to escalate this dispute, he needs to follow the procedure for Resolution of
  Disputes outlined in his contract.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer Answer

  Date: 01/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  HWA claim to have paid out $565.00 in authorized claims towards my policy during the contract term, and I am stating that this is untrue. HWA did cover 1 claim towards pest control, but outside of that every other claim submitted did not get covered as the contract stated it would be. HWA seem to have paid to the technicians sent out even after I paid service fee deductibles to the technicians for each claim. HWA refuse to do their due diligence to look into or investigate if any repairs or replacements were ever done to rightfully cover me per the contract. This was never done outside of the 1 pest control claim but HWA fail to want to admit wrongdoing on their part and make matters right. This is the reason for my BBB Complaint. A refund is the most minimal way to correct this at this point. I am not even considering the pain and suffering caused by this and the refusal to verify if anything was done to cover me as an policy holder during the contract terms.

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

• Initial Complaint

  Date:12/06/2023

  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.

  *** was purchased as a warranty company in conjunction with the purchase of our home in March 2023. We had a leak that was detected on 11/24/23 and a claim was filed the following day, on 11/25/23. The leak was visible due to bubbling from water in the ceiling of the garage, which was later determined to be from the tub in the master bath. I received am email from *** on 11/26/23 stating a technician was scheduled to come on 11/28/23. I followed up calling *** to explain that we could not wait two days due as the leak was ongoing and I was advised to contact the contracted company directly. I made several attempts to call the number provided, however it was a cell phone without a message that did not allow voice mails to be left. I called *** again to inform them that the contracted company was unreachable and the customer service person stated they texted the company and I should receive a response shortly. I never received contact from them. I called again on 11/29/23 and was able to reach the contracted company who sent a technician that opened two holes in our drywall, one in the garage ceiling and a second in the master bath. He determined the leak was from the master bathtub, from cracked caulking (which was new upon purchase of the home) and shared that he would refer back to *** for approval to repair and charged us a $75 service fee. To date the contracted company has not contacted us to make the repairs though I was told they were approved on 11/30/23 by ***. We hired our own plumber to make the repair who determined the cause of the leak was a faulty cartridge in the master tub (not identified by the *** repair company) which degraded the caulking, thereby causing the leak. The cost for this repair was $225 which we requested be reimbursed by *** due to their and their contracted company's lack of response. *** immediately responded that our claim was closed due to not receiving prior authorization. We made every attempt to remedy this.

  Business Response

  Date: 12/07/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 11774363). 

  Our records indicate that the customer placed their claim for service on November 25, 2023. HWA dispatched Lake ******************* to submit the diagnosis. Upon inspection, *** provided the technician with authorization to access the drywall in order to locate the leak.  Once access was made, HWA provided the technician with approval to replace the waste and overflow.  

  On December 6, 2023, the customer corresponded with HWA stating that the technician has not returned to complete the repair and they have contracted with their own technician to have repairs completed. 

  *** replied to the customer stating, "Thank you for your email. We understand your concern. Please be advised that the claim determination was made based on the coverage per your policy, work performed without prior authorization will not be eligible for reimbursement."

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

  Nonetheless, as a goodwill gesture, *** is pleased to offer the customer potential reimbursement upon receipt of their technician's diagnosis and itemized repair invoice.  The customer may provide same to me via email at *******************************************.  

  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:12/06/2023

  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 home warranty if America as a warranty company. My refrigerator was making very load noise I called to get a repair man here they said they would make an appointment and never did after some time the refrigerator stoped working and I lost all my food well over **** in wasted food. They sent a repair man to my house to fix it but when he left he detached me water line to ice maker and out my refrigerator back when I got home from picking up my son from school and going out to eat we came back to a flooded house all my wood laminate floors are destroyed over 15k in flooring is all bucked and black mold home warranty of American wont even call the company that they sent there to do the job they wont help me try and get this fixed the company they sent wont answer my calls and ignore me. The worker that did it keeps going to my gate and calls me and its scary But his company wont file a claim with there insurance and home warranty of America take no blame for sending these people to my house

  Business Response

  Date: 12/06/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 10363366).
  
  Based on the diagnosis received from Fuse HVAC & Appliance,*** authorized the technician to replace the electronic board.
  
  Although, our records indicate that HWA agreed to reimburse the customer in the amount of $187.85 upon receipt of a paid repair invoice. This represents our full costs for the authorized repairs. Payment has not been sent as HWA has not received the requested information to date.
  
  As for the customers concerns regarding the technicians performance, please refer to section Limits of Liability (15), Authorized Repair Technician: You understand and agree that We are not a contractor. We will not be the Authorized Repair Technician and We will not perform the Services under this Contract. We engage third-party, independent contractors to service homes under the Contract. We will subcontract with Authorized Repair Technicians that meet Our standards. You understand and agree that We: (i) are not liable for the negligence, omissions, or other conduct of the Authorized Repair Technician; and (ii) are not an insurer of the Authorized Repair Technicians performance.
  
  *** requests this matter be closed.
  
  Thank you,
  ********************

• Initial Complaint

  Date:12/04/2023

  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 paying HWA for the past six years and filed a claim with them for the first time ever the first week of October when my oven stopped working. The technician came and barely investigated the problem telling me i needed a new "motherboard " and that *** would contact me soon. On October 31st I received email notification that my claim was being denied because the failure was due to a power surge and therefore not covered under warranty. After speaking to several case managers, I received the exact same explanation read off of a "script" and they failed to honor their responsibility under the contract. I finally contacted them to cancel my contract and they then offered me a $200 credit toward the cost of repairs which I reluctantly accepted. The oven has since been fixed but I have to pay $229 out of pocket. This is a scam in my opinion. I read numerous reviews with similar complaints. This was no way caused by a power surge, the stovetop clock and timer still worked, and the other appliances connected to the same breaker are all in perfect working order. They immediately look for an excuse not to pay and I feel I am *********** have them pay in full for repairs and honor the contract.

  Business Response

  Date: 12/05/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the oven claim (claim no. 11278414). 

  Our records indicate that the customer placed their claim for service on October 17, 2023. *** dispatched ********************** to submit the diagnosis. Upon inspection, the technician reported failure to the main board due to power surge. 
  

  HWA issued the claim determination stating, "Based on the information provided to us by you and the Service Provider(s) assigned to your claim, it has been determined that a power surge has caused failure of the main control board and elements. This does not constitute a normal wear and tear failure. Please refer to section Limits of 6 of your policy. Your policy has the following exclusion, we are not responsible for consequential or secondary damages. This includes, but is not limited to, repair of conditions caused by any of the following: chemical or sedimentary build up, insect infestation, mold, mildew or bacterial manifestations, misuse or abuse, theft or vandalism, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, intentional acts, riot, lightning, mud, earthquake, soil movement or settlement, storms, accidents, pest damage, Force Majeure events (as defined below), failure due to excessive water pressure, or any other perils not considered loss or damage due to normal wear and tear." 

  The customer appealed claim outcome and as a goodwill gesture, HWA offered to authorize $200 towards the repair cost, which the customer accepted on November 3.  On November 21, the technician reported that the repair has since been completed. 

  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 

  Customer Answer

  Date: 12/06/2023

  
  Complaint: 20958058
  
  I am rejecting this response because:
  
  The damage to my oven was NOT caused by a power surge. This is the company line used to deny their responsibility and reject my claim, as evident by numerous other similar consumer complaints. The oven stopped working (heating up to temperature) after I did the self cleaning option but the stove top, clock and timer continued to work fine and all the other appliances on the same circuit breaker are in perfect working order which would not be the case if this was due to a power surge. In addition, when the technician arrived he never moved the stove away  from  the wall, never removed the backing to inspect anything, just turned it off, on, reset the breaker, on again and said the "motherboard" needed to be replaced. When repairs were finally done, it was obvious that a plastic connector had melted, most likely due to the high temp from the self cleaning option and this was the cause of the problem, NOT a power surge. Nobody at the company that I spoke to would even entertain my description of the problem, instead just reading from a script denying my claim and were unwilling to help until I threatened to cancel my policy. My appliance failure clearly falls under the guidelines of what should be covered under my policy and I expect them to honor the contract and pay for my repairs in full.
  
  Regards,
  
  *****************************

  Business Response

  Date: 12/07/2023

  **********************,
  
  HWA is sorry to hear of the customers continued frustrations.
  
  Upon appeal, the customer was provided with the option of providing supporting documentation and/or second opinion diagnosis should they wish to dispute our technicians findings. However, no such documentation was provided.
  
  In goodwill, HWA offered the customer $200 towards the repair cost, which they accepted on November 3, 2023. 
  
  Further, the technician has confirmed that the repair has since been completed.  
  
  There is no further action HWA will take.
  
  If the customer wishes to continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in their contract. 

  Thank you,

  ************
  Consumer Advocate 

  
  

  Customer Answer

  Date: 12/07/2023

  
  Complaint: 20958058
  
  I am rejecting this response because:
  

  I was never provided with the option of providing supporting documentation and/or second opinion diagnosis in order to dispute the  technicians findings, that was NEVER presented to me as an option so that statement is either a mis-understanding, or just an outright lie.  I spoke to two case managers who continued to read from the exact same script informing me that my claim was being denied. It was only after I suggested that I wanted to cancel my policy that I was offered some sort of compensation. I'm not surprised that this company will continue to do everything in their means to deny compensating me and upholding their end of the contract, as far as I am concerned the company is a scam and I have read numerous other reviews reporting similar problems. Again, there was no way that this was caused by a power surge and I should be compensated appropriately. If the company would like to re-imburse me for a second opinion,  I would be more than happy to contact an independent appliance repair specialist to confim my suspicions, however I am not willing to spend any more of my hard earned money out of my own pocket for this. 

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

  Business Response

  Date: 12/08/2023

  **********************,
  
  HWA issued the claim determination on October 31, 2023,stating, To initiate an appeal, please provide a written request within 7 days of the date of this letter by visiting: ********************************************************************************************************************** include any additional documentation that you believe will support your claim.
  
  Upon appeal, in goodwill, *** offered the customer $200 towards the repair cost which they accepted. This concluded their appeal as the customer accepted the goodwill offered.  The customer further confirmed their acceptance by providing the repair technician with repair cost balance.
  
  HWA requests this matter be closed as no further action will be taken. 

  Thank you,

  ************
  Consumer Advocate 

  
  

  Customer Answer

  Date: 12/09/2023

  
  Complaint: 20958058
  
  I am rejecting this response because:
  

  Today December 9th at **** am, I just met with the technician who repaired my oven to give him a check to pay for the cost of the repairs that was not covered by your company after your $200 "goodwill gesture." He informed me that he NEVER reported that the cause of my oven failure was due to a power surge. He said that these are common tactics used by your company to deny claims to hardworking policy holders and it happens all the time. The bottom line is your company deceives people in order to make money and it is important that sites like BBB and others report the truth so that consumers can make informed decisions before they enter into contracts with shady and dishonest companies like yours.  I will be filing a complaint with the attorney general office as well. We had a contract, I upheld my obligations to it, and if your company had any integrity, you would reimburse me and honor your end as well.
  
  Regards,
  
  *****************************

  Business Response

  Date: 12/11/2023

  **********************,
  
  To date, the technician has not amended or revised their diagnosis, nor has the customer provided any documentation from the technician to confirm this information.    
  
  Moreover, as outlined prior, the customer was provided with the option of providing supporting documentation upon appeal. In goodwill,HWA offered $200 towards repair cost which the customer already accepted, and the repair has already been completed.
  
  If the customer wishes to continue their dispute, they may refer to the procedure for Resolution of Disputes. As per section 2, Resolution of Disputes of the User Agreement, The parties agree that if a dispute cannot be resolved, trial courts within the county where the Covered Property is located will have exclusive jurisdiction to try the dispute.
  
  This matter should be closed.

  Thank you,

  ************
  Consumer Advocate 

   

  
  

  Customer Answer

  Date: 12/11/2023

  
  Complaint: 20958058
  
  I am rejecting this response because:
  You may be correct, I'm not sure if you reached out to the technician to change or amend his response, but according to our conversation on Saturday morning he NEVER informed your company that  a power surge caused my problem. He further went on to say that the power surge response is what your company commonly uses as an excuse not to honor the contract. So this issue is what is at the heart of the dispute. I would be more than willing to take this matter to court and have him testify to what he reported and then in open court your company can be scrutinized for your shady and deceptive practices. I have no further documentation to provide other than the technicians word that you are not being truthful and if you were, you would uphold your end of the contract and reimburse me the $229 I paid him in order to cover the full cost of the repairs according to the terms of our contract.
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 12/13/2023

  **********************,
  
  As outlined in prior response, to date, the technician has not amended or revised their diagnosis, nor has the customer provided any documentation from the technician to confirm this information.   
  
  There is no further action HWA will take.
  
  This matter should be closed. 

  Thank you,

  ************
  Consumer Advocate 

  Customer Answer

  Date: 12/18/2023

  
  Complaint: 20958058
  
  I am rejecting this response because:

  I have reached out to the technician to see if he would provide me a copy of the work order that he submitted to your company. If you have it and can provide it to me it would be greatly appreciated. As I stated, the technician reported to me that he NEVER informed your company that my damage was due to a power surge and I'm sure the documents will prove that. As soon as I have them in my possession, I will upload them here and then you can admit that you tried to deceive me and hopefully re-imburse me for my out-of-pocket expenses as you are required to do per our contract. I have also reached out to the ************************ in ************* informing them of your shady and deceptive practices and you should be hearing from them soon.
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 12/19/2023

  **********************,
  
  If the customer wishes to obtain a copy of the technicians diagnosis, they are required to direct their request to the technician accordingly.  As outlined prior, *** issued the claim determination based upon their findings.  To date, those findings have not been amended or revised, nor has the customer provided any such documentation to dispute these findings. 
  
  Further, the customer confirmed their acceptance of claim outcome when accepting the goodwill offer of $200 which was applied towards the repair cost. 
  
  There is no further information to provide.
  
  HWA requests this matter be closed. 

  Thank you,

  ************
  Consumer Advocate 

  Customer Answer

  Date: 12/24/2023

  
  Complaint: 20958058
  
  I am rejecting this response because:
  
   I have I have reached out to the technician and requested a copy of the work order that he sent to you that he says does not report the cause of the failure to be a quote power surge. as soon as I receive the documents from him I will upload it to this site to prove to you that you are being deceptive in this claim
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:12/04/2023

  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.

  Would not make an appointment for a week when the power and heat to our home went out completely! I did find an Electrician to come help us at5:30 on Fri Dec 1 so we could get power and heat. This is how you treat seniorsor anyone with an emergency? When I called them I was told they are NOT an emergency service company ! My electric panel must be replaced **** and its going to cost a lot and they said they wont do it without authorization from a company that cant get here for a week , then they will make a decision. What a waste of money and trust . Cant wait to see how much this bill is , but this company cares and got here quickly. What would anyone need a warranty company for if they dont help or care about a serious problem , I thought thats what we paid for !

  Business Response

  Date: 12/05/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the electrical system claim (claim no. 11855438). 

  Our records indicate that the customer placed their claim for service on December 1, 2023.  

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

  On December 1, *** assigned the claim to ********************* with an appointment scheduled for December 8.  The customer contacted *** regarding the appointment, and they were advised that *** is not an emergency service company.  Should the customer wish to contact the technician to request an earlier appointment, they may be reached at ************. 

  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: 12/18/2023

  
  Complaint: 20957642
  
  I am rejecting this response because:I have had warranty companies for many years, I never heard of a company, leaving 2 seniors in a house that we just bought Sept 28 2023 with no power, no lights , no heat and gives an appointment for a week later ! No one knows when a major problem will happen , you cant plan problems, but no care in taking care of your customers, not very reliable. ***********************
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 12/19/2023

  **********************,
  
  HWA is sorry to hear of the customers continued frustrations;however, we are not an emergency service company.
  
  As per section 1, Limits of Liability of the User Agreement, We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs.
  
  Our most recent records indicate that the claim has been assigned to ***************** Services with an appointment scheduled for December 26.  HWA will determine claim coverage upon receipt of the technicians diagnosis.

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:12/04/2023

  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.

  30 Nov 23 1230L Called HWA *************) POC **** (female)Filed Claim on Dishwasher Leaking Claim #: ******** Will have to pay the $100 Trade Call Fee to the Plumber when they arrive Thursday, November 30, 2023 at 06:40 PM EST Claim #******** ISSUE REPORTED Dishwasher An HWA Technician has set an appointment for your claim.Appointment Date: Tuesday December 5th, 2023 Appointment Time: 03:00 PM -08:00 PM HWA Technician: ALPHA APPLIANCE REPAIR HWA Technician Phone: ********** Upon the technician's arrival you will be required to pay a $100 service call fee. 3 Dec 23 1258L Called ************** Claim #******** I explained that the Dishwasher is currently leaking and causing further damage I requested to have someone come out today to address this problem He put me on hold He was unable to get in contact the Vendor (ALPHA APPLIANCE REPAIR)3 Dec 23 1306L Called Vendor (ALPHA APPLIANCE REPAIR / ************)Got Voicemail Did not leave a message Sent a text message to Alpha Appliance Repair requesting immediate service 4 Dec 23 1515L ******* (ALPHA APPLIANCE REPAIR) arrived He verified that there is no problem with the Dishwasher, no water was dripping from the bottom of the Dishwasher, He drained all water from the base of the Dishwasher, He tested the Dishwashers function and noticed the Sink filling up with water. He suspects that the problem is with the Garbage Disposal but he can not confirm because he is not a Plumber. He suggests contacting HWA and requesting a Plumber address this problem. He had me pay the $100 Trade Call Fee 4 Dec 23 1600L Called HWA POC: ******************** #: ******** He said I have to open a new claim and pay a new Trade Call Fee ($100)I told him they are being unfair to charge me a new Trade Call Fee but I need this resolved ASAP so I filed the new claim Claim #: ******** (For Plumber) They will contact me when a Vendor is selected This was a complete waste of time

  Business Response

  Date: 12/05/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dishwasher claim (no.: 11838422).
  
  On November 30, 2023, the customer placed a claim stating that the dishwasher was leaking. *** dispatched the claim to our vendor network and an appointment is scheduled with Alpha Appliance Repair for today, 12/5/23.
  
  Although, the customer indicated that the technician reported to the home on 12/4/23 and stated there were no mechanical failures found. Please be advised that *** is pending a diagnosis from the technician at this time in order to move forward with the customers claim.
  
  As for the plumbing system claim (no.: ********), this was opened on 12/4/23 and the customer stated that there was a leak in the ceiling.Our records indicate that an appointment is scheduled with **************************** for 12/7/23 between 11:00AM 3:00PM EST. Should the customer need to contact the technician directly he may be reached at **************.
  
  Thank you,
  ********************  
  

  Customer Answer

  Date: 12/05/2023

  
  Complaint: 20957353
  
  I am rejecting this response because:

  ******************** is mistaken.  I told them that the sink and the base of the dishwasher was filling up with water. 

  And water was leaking through the basement ceiling.

  They heard the word "dishwasher" and automatically categorized this as an appliance problem.

  Not a plumbing problem.

  I'm not a plumber or an appliance repairman.

  So I have no idea what the problem is.

  I believe it's unfair for them to expect me to know how to diagnose a problem when I don't have that skill-set.

  They should not be making me open a new claim for the same problem.

  I suspect that once this plumber diagnoses the problem, *** will say they are not going to cover the cost of repairs.

  And I'll have to pay out of pocket

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

  Business Response

  Date: 12/08/2023

  **********************,
  
  Alpha Appliance Repair confirmed that a different trade technician is required.
  
  Our most recent records indicate the plumbing system claim was reassigned and an appointment is scheduled with ******* Services LLC for 12/11/23 between 11:00AM 3:00PM EST. Should the customer need to contact the technician directly he may be reached at **************.
  
  Thank you,
  ********************

  Customer Answer

  Date: 12/11/2023

  
  Complaint: 20957353
  
  I am rejecting this response because: the time is now 3:35pm and the technician just called to cancel the appointment that was scheduled for today. This is ridiculous! I've been trying to get this fixed since 29 Nov 23. 
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 12/12/2023

  **********************,
  
  Central Services LLC reported to HWA today, 12/12/23 that he attempted to clear the stoppage but indicated that there was a lot of grease build up. Additionally, that it would have to be jet cleaned.
  
  Based on the diagnosis received from the technician it was determined that the failure did not constitute normal wear and tear as grease should never be poured down the drain. Per section Definitions (9) of the user agreement, Covered Items means systems and components as specifically described herein as Included under Your service Plan and that become inoperative due to unknown mechanical or electrical failures or normal wear and tear, including breakdowns due to insufficient maintenance (Breakdown).

  A claim determination letter was sent to the customer with the option to appeal. Although, no appeal has been made to date. As the reported failure is not covered under the current user agreement, HWA requests this matter be closed.
  
  Thank you,
  ********************

• Initial Complaint

  Date:11/30/2023

  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 filed two claims with this business. In both cases it has taken over a month to get a technician to look at the problem. Calls to the company have gone unanswered. My current claim for a washing machine repair is being denied for an alleged broken part. The company claims to have photos documenting this, however they refuse to share them with me. The technician who diagnosed the problem said nothing about a broken part, and in fact had located a replacement part. He was awaiting approval from HWA to make the repair, but has not received approval. A month has elapsed since his visit. This company is non responsive, and only seems to look for excuses to not pay claims.

  Business Response

  Date: 12/01/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their washer claim (no.: 10661143).
  
  Based on the diagnosis received from FUSE HVAC &Appliance Repair **** it was determined that the door lock assembly was physically damaged and needs to be replaced. Please be advised that this does not constitute a normal wear and tear failure.
  
  Please refer to section B. Definitions (10) of the user agreement,Covered Systems and Components means systems and components as specifically described herein as Included under Your and become inoperative due to mechanical or electrical failures caused by normal wear and tear (Breakdown).
  
  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 physical damage does not constitute normal wear and tear. Therefore, the claim determination will remain as non-covered.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 12/01/2023

  
  Complaint: 20940495
  
  I am rejecting this response because:

  When the technician was at my home to diagnose the problem he did not indicate that the mechanism was damaged. In my discussion with the Company representative, I was told that photos had been sent by the technician documenting the damage. I requested to see the photos, and was told they would be sent to me, however they have not been sent. I see no physical damage to the mechanism, and in my opinion it is not operating properly due to normal wear and age. Several calls to **************** and the technician have gone unanswered. When the technician was at my home he identified the part that needed to be replaced, and located it in stock at a supplier. He indicated that all that was needed was approval to proceed from HWA. I am requesting that HWA authorize the repair and settle this claim.
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 12/05/2023

  **********************,
  
  We apologize that the customer is still dissatisfied. As for the customers request regarding our technicians photographs, we are unable to honor his request as that is our proprietary information. As for the customers opinion that the unit failed due to normal wear and tear/age, the customer has not provided any supporting documentation to support his position. Therefore, the claim determination will remain as non-covered based on our technicians findings.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************  
  

  Customer Answer

  Date: 12/07/2023

  
  Complaint: 20940495
  
  I am rejecting this response because:

  I had a phone conversation with a company representative on Monday 4 December

  I consider this complaint to be . She claimed that it was MY responsibility to prove that the part was not damaged, and that the problem was normal wear/tear and/or age. The company has placed all responsibility on me to deal with their contractor, and the assertion that the photos are "proprietary" is ridiculous. The company holds all the cards here, and I have no recourse. I will be filing a complaint with the ********** Consumer Protection Bureau.
  I consider this complaint to be UNRESOLVED.

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

• Initial Complaint

  Date:11/30/2023

  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.

  Home Warranty of America told us more than 2 weeks ago that they would replace our microwave oven by providing an e-gift card to ******. However, it has been 16 days since that notification and we still have no microwave oven. A company representative told me it could take up to 30 days to provide the replacement credit, but I feel this is unacceptable. I cannot fathom any reason it should take so long to provide something that could be provided almost immediately since the replacement credit was approved. I am requesting immediate reimbursement by the company for what was promised.

  Business Response

  Date: 12/01/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the microwave claim (claim no. 11579888). 

  Our records indicate that the customer accepted the buyout in the amount of $191 on November 15, 2023.  At this time, the ****** eGift card is currently processing, which can take up to 30 days. 

  Nonetheless, should the customer wish to receive a check in lieu of the eGift card, they may contact me directly via email at *******************************************.  All payments are subject to 30 days processing and cannot be expedited.  

  Thank you,

  ************
  Consumer Advocate 

  Customer Answer

  Date: 12/01/2023

  
  Complaint: 20939363
  
  I am rejecting this response because: I feel that it is unacceptable for HWA to take 30 days when my microwave could have been repaired much quicker. *** also did not explain why it takes 30 days to process the e-card. In addition, I appealed the amount of the e-card and HWA had increased my settlement to $259. Nevertheless this is not the amount stated in the representative's response to BBB.
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 12/05/2023

  **********************, 

  *** is sorry to hear of the customer's continued frustrations. 

  HWA apologizes as the buyout amount was increased from $191 to $246, which the customer accepted on November 15, 2023. All payments are subject to 30 days processing and cannot be expedited. 

  As such, HWA offered the customer the option of receiving a check in lieu of awaiting the ****** eGift card as this would allow the customer to replace the unit now and await receipt of the check, in addition to being able to shop at different retailers. 

  Should the customer wish to receive a check, they may contact me at ******************************************** Alternatively, if the customer wishes to await receipt of the ****** eGift card, they will to be required to allow for up to 30 days processing to receive the egift card accordingly. 

  HWA requests this matter be closed. 

  Thank you,

  ************
  Consumer Advocate 

  Customer Answer

  Date: 12/08/2023

  
  Complaint: 20939363
  
  I am rejecting this response because: Company's response is unacceptable. Company's business is to warrant items from defects and/or breakdowns. Unfortunately, the microwave broke in early November and it won't be able to be replaced until late December. That does not make me feel protected. I will have gone almost two months without a working microwave. The company has proven that it does make the customer feel secure.  I will report the company's response to the consumer advocacy company *******.org. 
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 12/08/2023

  **********************,
  
  Our records indicate that the eGift card was issued on or about December 6, 2023.  *** also corresponded with the customer stating, Your Lowes eGift Card is on its way.You will receive an e-mail from *************************** in the next 24 hours with instructions on how to claim your Lowes eGift Card.
  
  We request this matter be closed. 

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:11/28/2023

  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.

  I have a contract paid monthly to Home Warranty of America and my refrigerator has quit working. I contacted the company on 11/21/23. I have been in touch routinely and lately every day to get results. They keep saying they are working diligently but I still have no working refrigerator and it is now 11/28/23. The claim number is ******** and the account number is *********. Any help is appreciated. Thank you. I don't know how I can upload the chats or phone conversations but they do support the claim. Below the amount paid to the business is a monthly fee for insurance and it just was increased to this amount last month it was about **** a month less for the previous years payments.

  Business Response

  Date: 12/01/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 11741912). 

  Our records indicate that the customer placed their claim for service on November 21, 2023. 

  As per section 7(B), Limitations and Exclusions of the User Agreement, "We are not liable for...delays in completing diagnosis or repairs." 

  In lieu of awaiting scheduling, the customer requested that HWA provide them with the Claim Reimbursement Process which would allow the customer to select a technician of their choosing to submit the diagnosis for claim evaluation, however this option was utilized on their prior water heater claim and is only available once per 12-month period.  

  As per section 3(D), Service Calls of the User Agreement, "We have the sole and absolute right to select the Authorized Repair Technician to perform the Service." 

  Nonetheless, in goodwill, *** has honored the customer's request and the Claim Reimbursement Process instructions have been provided to ensure proper reimbursement steps are followed.  

  As such, HWA will determine claim coverage upon receipt of the technician's diagnosis which can be uploaded to us online via www.hwaclaims.com.  

  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:11/28/2023

  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.

  11/27/23 Claim #********, *********************** **************************************************************************************** A technician from ***** came to replace 2 LED lights in my refrigerator.1 was covered under warranty in the refrigerator, the other was not in the freezer. They are "identical lights"! I filed a claim and it was denied. I paid $75.00 up front for this warranty service, and was only offered $50.00 back. I simply want my lights replaced and I would be happy. Home Warranty of America's phone number is ************. ***** technician I.D. is *******

  Business Response

  Date: 11/28/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 11684042). 

  Our records indicate that the customer placed their claim for service on November 16, 2023. HWA dispatched A&E *************** to submit the diagnosis. Upon inspection, the technician reported failure to the refrigerator and freezer LED lights. 

  HWA denied coverage as the policy excludes coverage for lights. As per section 2 of the **** Agreement Exclusions, HWA excludes, "Non-essential Components. Items not required for Covered Items to function, which may include but are not limited to: accessories, clocks, timers, racks, baskets, lights.." 

  Our records indicate that the customer paid the technician out of pocket to replace the lights in the amount of $50.  As per section 2, **************** of the **** Agreement, "We will not reimburse for any services performed without Our prior approval." 

  With respect to the service call fee, the fee is required for each claim placed and is not reimbursable based upon claim outcome. As per section 3, **************** of the **** Agreement, "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." 

  Nonetheless, in goodwill, *** has authorized reimbursement to the customer in the amount of $50. 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