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:11/27/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Oct 17 2023 Requested repair of microwave after three techs they denied because they stated the piece called magnetron was needed which is covered under ** warranty for 10 years and a new compressor they would just need to pay labor and compressor. They denied the claim stating its an internal piece and not normal wear and tear. Which is inaccurate if it worked one day and not the other it's normal wear and tear and in the terms and conditions doesn't state that. I just want my 100 service fee refunded at this point. They had three different techs come out all said the same thing and then they denied after finding out the price. The last tech wood's appliance messed up and stated a door handle and then after 3 weeks of hounding resubmitted but didn't tell them oh not the handle and it's under warranty the piece. Both companies are no good. I just want my service fee back due to the issues with *** and the vendors. My mother passed and im due in 6 weeks the stress is to much. I would like them to finish the job but at this point I just want my monies back.

  Business Response

  Date: 11/28/2023

  April V.,
  
  Please be advised that this is not a Choice Home Warranty customer. Therefore, we request this matter be closed.
  
  Thank you,
  ********************  

  Customer Answer

  Date: 11/28/2023

  
  Complaint: 20922743
  
  I am rejecting this response because:
  
  I'm an HWA which was brought out by choice home warranty. My claim #:11280382. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 11/29/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their microwave claim (no.:11280382).    
  
  After further claim review, *** has overturned the claim determination and authorized ***** Appliance Repair to replace the capacitor and magnetron. Notification regarding such was sent on 11/28/23. The customer may contact the technician directly at ************** to schedule a repair appointment.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

• Initial Complaint

  Date:11/21/2023

  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.

  11/9/23 my water heater went out. I was told that they would dispatch a technician within 48 hours. I was then told it would be an additional 48 hours. I was then told it there wasnt a technician in the area and that it was escalated to the highest level. I received a call from a plumber and he told me that he was not willing to do the work because he was told that they only wanted to repair the water vs replace. He said he did not trust that they would do what they said because of the pressure to do the cheapest repair even if it needed to be replaced. Now Im being told its escalated again but there is no guarantee as to when it would be fixed. I have no hot water for the holiday! Please either repair as promised or reimburse if I pay.

  Business Response

  Date: 11/22/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 11609417). 

  Our most records indicate that the customer has elected to use the Claim Reimbursement Process which allows the customer to use a technician of their choosing to submit the diagnosis for claim evaluation. Upon accepting this option, the customer was provided with instructions to ensure proper reimbursement steps are followed. Please note, *** does not provide reimbursement for unauthorized repairs.

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

  As such, the customer must provide the diagnosis to us via www.hwaclaims.com and await a claim determination prior to having repairs completed.  

  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:11/17/2023

  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 called our warranty company on 11/7/23 due to a gas leak in my home. The gas company has turned off the gas so we have no hot water nor heat. I take care of my disabled mother and they knew that. They did not send a tech out till that following Friday. It is now 11/17/23 and we still do not have hot water or heat in our home.

  Business Response

  Date: 11/21/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 11614463). 

  Our most recent records indicate that on November 14, *** provided the technician with authorization to obtain a permit and to install a gas gauge which is required in order to determine the source of the leak.  

  On November 17, *** contacted the customer, and they were advised that in order to proceed, their gas company must turn on the gas back on in order for the technician to install the gauge.  The customer may coordinate a day and time with the gas company and the technician in order to effectuate installation of the gauge 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 

• Initial Complaint

  Date:11/16/2023

  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.

  We filed a claim with Home Warranty of America on October 15, 2023. The claim was regarding the water heater not working. They initially sent out a technician on October 18, 2023. The technician told them that the water heater is out of date and we are needing a new water heater. *** then responded that they wanted a second opinion. And that they will be sending out a new technician, which they have not. It's been a month. They keep saying they are trying to find someone to accept our claim. My wife just recently gave birth on November 9, 2023. We are really needing our water heater fixed so we can have hot water. *** hasn't done anything and just keep telling us there are no vendors that want to take the claim. Which they keep telling us this week in and week out. When we ask them for an update, they literally copy and paste what they said last time. I asked if i can get a list of vendors they tried contacting so I can contact them myself, but they said they can't provide that information. My claim number is listed below. The reason we have a home warranty is for situations like this. Claim# ********

  Business Response

  Date: 11/21/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their water heater claim (no.: 11250697).
  
  Our most recent records indicate that an appointment is scheduled with Around The Clock Plumbers for 11/24/23 between 11:00AM 3:00PM CST.Notification regarding such was emailed to the customer on 11/17/23 with the technicians information and appointment details. Should the customer need to contact the technician directly he may be reached at **************.
  
  *** requests this matter be closed.
  
  Thank you,
  ******************** 

• Initial Complaint

  Date:11/09/2023

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HWA and their contractor at cost air LLC have not repaired our water heater as per our home warranty contract. The vendor supplied is attempting to charge us over $400 out of pocket. I have spoken to ****** with ********* refused to provide any options beyond pay the bill or handle yourself. All my family wants is hot water, this is not an option due to the additional cost and we are being held with no other options. The company refuses to settle my claim by allowing me to use a contractor of my own choice and is unreasonable in settling my claim All I want is either the money to replace it or the part sent to me and the labor cost to be paid to their contractor so I can use my own. This has been an awful experience and is going on two weeks without hot water.

  Business Response

  Date: 11/10/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 11455466). 

  Our records indicate that CHW approved replacement and advised the customer of non-covered charges in the amount of $500 to account for the cost of modifications necessitated by replacement. 

  As per section 4, HWA Exclusions of the **** Agreement, "We are not responsible for providing upgrades, components, parts or equipment required due to the incompatibility of the existing equipment with the replacement system, appliance or component/part, including but not limited to SEER standard, R-410A and/or 7.7 HSPF or higher compliant, as well as any other efficiency required by federal, state, or local governments."

  The customer declined the non-covered charges and requested to have the repairs completed by their own technician.  It was explained to the customer that *** has the sole right to choose the service provider and therefore the customer's request was denied in accordance with the terms of their contract. 

  As per section 2, **************** of the **** Agreement, "We have the sole right to select the Authorized Repair Technician to perform the Service." 

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer our authorized cost of repair in the amount of $721 upon receipt of a paid repair invoice, should the customer wish to have the repairs completed by their own technician. The customer may confirm their acceptance by contacting me directly via email 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: 11/10/2023

  [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. I'm sorry it took this step to complete a simple request. Thank you for your assistance.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:11/07/2023

  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 finally got this company to send a plumber to repair a leaking pipe on my hot water heater. It took them six weeks to get the plumber here to do the repair.That was in June of this year. I received a letter from the Plumber (Angle Stop Plumbing) that said that they have not been paid the $261.21 due and will place a lien on my house if its not paid by November 30.I have had numerous calls to Home Warranty of America and they have said that they will contact Angle Stop Plumbing and get it settled.I just spoke to the owner of Angle Stop and he said that he has never heard from them and even worse he has talked with several other plumbers and that they have not been paid either.Its been 5 months, they want their money and I want my money back from Home warranty of America, at least whats remaining on my contract that runs through April 2024.Thank You,***************************

  Business Response

  Date: 11/08/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their plumbing system claim (no.: 8837604).
  
  Our records indicate that Angle ************** **** completed the approved repairs. Per section VIII. Limitations and Exclusions **** We are not liable for delays in completing diagnosis or repairs.
  
  As for the customers concerns regarding the technician being paid by HWA, this constitutes a business-to-business matter and will be handled internally.
  
  Should the customer opt to cancel, there is no refund due at cancellation. Per section D. Cancellation, If You cancel this Contract within the first ***************************************************************** if this Contract is cancelled after 30 days from the Contract Start Date, You will be *********** a pro rata refund of the total purchase price paid for the unexpired term, less any actual Service costs incurred by Us and an administrative fee of the lesser of $30 or 10% of the total purchase price.
  
  Amount Paid: $525.00
  Months Used: 8 ($43.75) $350.00
  Authorized Claims: $268.21
  Cancellation Fee: $50.00
  Refund: $0
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************
  

  Customer Answer

  Date: 11/08/2023

  
  Complaint: 20838759
  
  I am rejecting this response because:

  I want this Angle Stop Plumbing paid now..before they place a lien on my home. There is zero reason for them to take 5 months to pay their responsibility. 
  I also expect them to refund me for the last 6 months of my contract.
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 11/10/2023

  **********************,
  
  As previously indicated, the customers concerns regarding payment to ************** is a business-to-business matter and is being handled internally. Furthermore, should the customer opt to cancel there is no refund due at cancellation. We provided the refund breakdown in our previous response which is in accordance with the Cancellation section of the user agreement.
  
  HWA requests this matter be closed.
  
  Thank you,
  ******************,

  Customer Answer

  Date: 11/14/2023

  
  Complaint: 20838759
  
  I am rejecting this response because:

  This is not a resolution. Angle Stop Plumbing is placing a lien on my home for a $268.21 on November 30 for non payment of a service on  that was completed in July.

  This is wrong for Angle Stop and me, with a complete disregard for their responsibility to us.

   I realize that they will not refund me any money, however they need to pay their bills as they should.
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 11/15/2023

  **********************,
  
  As previously indicated, the customers concerns regarding payment to ************** is a business-to-business matter and is being handled internally.
  
  There is no further action that HWA can take at this time. We have complied in full with the terms and conditions of our contract. The customer refuses to do the same. Since the customer wishes to escalate this dispute, he needs to follow the procedure for Resolution of Disputes outlined in his contract.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

• Initial Complaint

  Date:11/07/2023

  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.

  On 14 August 2023, I filed a claim with home warranty of Amrica for my AC unit. It was not working. I pay $67.25 Monthly for their services. I also pay a $75 Service charge to the technician if I need one. I have used them since October 2012 when I moved in. I received an email on the 16th of August giving me the option for reimbursement. because they could not get a technician within 48 hours. I filed for that immediately following the instructions. I then sent the technicians invoice out saying that the unit needed replaced. *** asked for pictures and a leak test be preformed. We completed that also. I also sent a leak test video link which they did not want, they wanted still photos. I contacted them today the 7th of November and they said they can not process the reimbursement because I didn't process the reimbursement paperwork. (In which I did on the 14th of August). I am now out of pocket for the service call of $185.00 and a $16,297 New AC in which should of been covered in my home warranty. My policy number is IL03-SA01910706, Claim number ******** I pay for a service and expect them to come to the rescue when I need them. I am upset that they do this kind of thing to so many people. Thank you for your time.

  Business Response

  Date: 11/08/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 10288837). 

  Our records indicate that the customer placed their claim for service on August 14, 2023.  

  As per section 1, **************** of the **** Agreement, "You must notify Us as soon as a problem is discovered. We will accept Service Requests 24 hours a day, 7 days a week, 365 days a year. Under normal circumstances, We will assign an Authorized Repair Technician within 48 hours from receipt of Your Service Request." 

  On August 16, in lieu of awaiting scheduling, the customer elected to use the Claim Reimbursement Process which allows the customer to select a technician of their choosing to submit the diagnosis for claim evaluation.  Upon accepting this option, the customer was provided with the following instructions to ensure proper reimbursement steps are followed: 

  1. Reimbursement is only available for covered repairs.
  2. You are required to get authorization from HWA before commencement of any repairs.
  3. For heating and air conditioning claims photos will be requested. To avoid any delay in
  processing your claim, please ensure your Service Provider takes pictures of the name plate
  and the inside and outside unit
  4. Your technician MUST submit a complete diagnosis online at www.hwaclaims.com.
  This department is only open during normal business hours. Failure to obtain authorization
  before repairs commence will cause a forfeit of your right to receive reimbursement from HWA.
  5. Your Service Fee will be deducted from the total reimbursement amount.
  6. Please allow 30 days to receive your check. 

  Upon receipt of the diagnosis, *** requested the technician perform a nitrogen leak test with bubbles to confirm the leak location, in addition to providing photos of the inside and outside of the condenser coils in order to complete claim evaluation. 

  However, while working with the technician to obtain this information, the customer corresponded with us stating, "System was replaced within 7 days of filing claim." In response, *** corresponded with the customer stating, "We received the message pertaining to your claim. Please be advised 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." 

  As such, *** has denied the customer's request for reimbursement according to the terms of their contract. 

  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:11/06/2023

  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.

  9/21 Contracted Home Warranty of America (HWA) file claim # ******** 9/29 Appointment set for Precise Appliance for dryer repair- Repairman receives authorization from HWA for thermostat replacement. Paid 100 dollars to Precise Appliance Repairman. Precise Appliance Repairman will be back on 9/30 with part to fix the dryer.9/30 Precise Appliance Repairman. NO SHOW 10/16 HWA gave a new appointment. Precise Appliance Repairman. NO SHOW 10/17 Called *** and was told Precise Appliance Repairman would contact me to schedule a new appointment.10/18 Called *** and reported no call from Precise Appliance Repairman.10/23 Called *** AGAIN and was told Precise Appliance Repairman would contact me to schedule a new appointment.10/26 Still no call from Precise Appliance Repairman 10/27 Called *** and reported Still no call from Precise Appliance Repairman.11/3 Called *** and reported Still no call from Precise Appliance Repairman.11/6 Called HWA to see about getting the dryer replaced because of the issue they are having with Precise Appliance Repairman; was told they would not replace my dryer. I asked how long I have to wait until *** gets the part to fix my dryer and was told *** is not responsible for delayed parts, again I asked how long I have to wait 3 months, 1 year, 3 years, 5 years, or 10 years. *** kept repeating they are not responsible for delayed parts.

  Business Response

  Date: 11/08/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dryer claim (claim no. 10946053). 

  *** contacted the technician today and they confirmed that the part has arrived and that they will contact the customer to schedule repair completion.  Should the customer wish to contact the technician directly, they can be reached at ************. 

  Thank you,

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

  Customer Answer

  Date: 11/09/2023

  
  Complaint: 20834011
  
  I am rejecting this response because: As of today, 11/09/23, I have still not gotten a call or any response from Precise Appliance Repair. Also *** mentioned not being responsible for delays with getting parts or for refunding the $100 paid to the repairman. They mentioned that there was delay in getting parts. Well, the parts have been available for at least the past 3 or 4 weeks. I know this because *** confirmed that with me. So not being contacted by Precise makes absolutely no sense to me. It seems that they accept the job from *** and show up just to collect the service fee only to never show up again and complete the job. They just rob the customers. Also, I have been paying for this HWA service warranty since 2018.That is 6 years worth of payments totaling approximately $4500. I have received nothing in return. I could have bought a new, top-of-the-line washer AND dryer for that amount of money. This is crime that that no one is being held accountable for and they continue to rob people every day. Totally unacceptable!!!
  
  
  
  Regards,

  Gabrielle Choice

  Business Response

  Date: 11/16/2023

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

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

  Our most recent records indicate that *** has waived the service call fee and reassigned the claim to AHR Appliance Repair with an appointment scheduled for today, November 16, between the hours of 7-11AM. 

  HWA will determine claim coverage upon receipt of their findings. 

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:11/06/2023

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Put in a claim on 10/6/23 for a dishwasher repair. A technician did come and charged 100 dollars to diagnosis problem. Technician said he cannot complete job as *** wanted him to purchase a used part. This is the 3rd claim for a dishwasher repair I have had. When I call HWA they say they have been searching for another tech. They have given me the reimbursement option to find another tech on my own; however, we know what is wrong, just need them to allow the original tech that came to put in the part. ******** calls to HWA, spoke with someone in resolution team. Told they are still dispatching to find another tech. Spoke with Zee in resolution 11/3/23 and still no tech available. I asked if the original tech could just come back and complete work and she said no. We have had this dishwasher diagnosed and know problem. Need it fixed. *** told me to find a tech on my own to diagnosis and submit to HWA for authorization. If they declined the first diagnosis, why would I spend more money to have same diagnosis and HWA to not fix?. I want a freeze on monthly premium until fixed. *** did give one month fee today. Spoke with ******* today and was told that this issue was going to be escalated. She offered me to find my own technician. She offered me 236 dollars towards a new dishwasher. I pay a premium each month for the company to provide a service, not for me to find a solution.

  Business Response

  Date: 11/08/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dishwasher claim (no.: 11142223).
  
  A&R Appliance Repair reported that the wash pump/harness was leaking and needed to be replaced. However, the technician indicated that the part was on back order with no estimated date as to when it would be back in stock.
  
  On 11/6/23, *** spoke with the customer and offered her $246.00 towards replacement in the amount of $246.00, but she declined.
  
  After further claim review, *** has offered the customer cash back in lieu of replacement in the amount of $357.00. Per section Limits of Liability (14) of the user agreement, We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item.
  
  Notification was emailed to the customer today with a link to begin the replacement process. Funds are emailed in the form of a Lowes ****** Card and subject to 30 days processing.
  
  *** requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 11/08/2023

  [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,
  
  *****************************

• Initial Complaint

  Date:11/06/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had Home Warranty of America for about six years now, and have always had an issue with filing claims. However, the sales representative that used to assist me has left and gone to a different company. Therefore, I have had an incredibly difficult time getting claims paid out. I had put in a claim for a pool pump and hot tub pump in June ******************************************************************************* October, because each WA continued to neglect the case, assign companies that were not licensed to complete the work, or would not show up for the appointment. Now, I have been trying to work with them for reimbursement, and they stated that since it was not pre-authorized, they will not be reimbursing us, even though it has been almost 6 months since the initial claim.

  Business Response

  Date: 11/08/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the pool/spa claim (claim no. 10339210). 
  
  As a goodwill gesture, *** is pleased to offer the customer reimbursement in the amount of $1,000.  As per the Pool/Spa terms and conditions of the User Agreement, "We will pay no more than $1,000 in the aggregate during the coverage period". 
  
  Should the customer wish to accept, they may contact me directly via email at *******************************************. 
  
  Thank you,
  
  ************
  Consumer Advocate

  Customer Answer

  Date: 11/08/2023

  
  Complaint: 20826092
  
  I am rejecting this response because:
  
  This claim has been outstanding for 6 months. Because of the negligence of HWA the integrity of our entire pool was compromised and the entire pool needed to be drained and refilled which cost over $1500. In additional the entire pump for the pool and spa needed to be replaced because of how long this took- which cost a total of $3500. Therefore we will not be accepting anything under $5000.  
  Regards,
  
  *******************************

  Business Response

  Date: 11/09/2023

  **********************,
  
  *** is sorry to hear of the customers continued frustrations; however, in goodwill, *** offered the customer reimbursement to the extent of our maximum liability in the amount of $1,000 for pool repairs which were completed prior to receiving authorization.
  
  As per section 2, **************** of the **** Agreement,We will not reimburse for any services performed without Our prior approval.
  
  Further, HWA is not liable for service delays nor consequential and/or secondary damages.
  
  As per section 1, Limits of Liability of the **** 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 6, Limits of Liability of the **** Agreement,We are not responsible for consequential or secondary damages.
  
  As such, the customers request for reimbursement in the amount of $5,000 has been denied accordingly. Should the customer wish to accept reimbursement in the amount of $1,000, they may email me at ********************************************
  
  Alternatively, should the customer wish to decline and 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: 11/09/2023

  
  Complaint: 20826092
  
  I am rejecting this response because:

  In a typical situation that this was resolved in a reasonable time frame that would be fine but due to 6 months of fighting to try to get this covered, there was extensive damage to both the pool and the spa pump. Instead of being repaired then they needed to be completely replaced. Again, due to the negligence of ***. We then had to pay to have the pool emptied, refilled and all the chemicals that needed to be put in to make the pool ********. $5000 does not include all of that even and is absolutely reasonable. It is due to HWAs neglect that all of these extra charges were made. We will not accept anything less than $5000. It should absolutely not *********** months to get an approval. AND the second claim was assigned to a vendor who isnt even licensed. This company is neglectful and has caused substantial financial burden because of that. 
  
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 11/15/2023

  **********************,
  
  With respect to the technician's licensure, HWA requires all technician's to be licensed and insured, however it is the technician's obligation to keep their license active and inform HWA if any lapses occur.  
  

  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; and (ii) are not an insurer of the Authorized Repair Technicians performance." 

  As outlined prior, HWA is not liable for delays in service nor consequential or secondary damages.
  
  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 6, Limits of Liability of the User Agreement, We are not responsible for consequential or secondary damages.
  
  Although unauthorized repairs were completed, in goodwill,HWA offered the customer reimbursement to the extent of our liability in the amount of $1,000, which has been declined. 

  As per the Pool/Spa terms and conditions of the User Agreement, "We will pay no more than $1,000 in the aggregate during the coverage period".
  
   We apologize that the customer is still dissatisfied, however there is no further action HWA will take.
  
  Since 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: 11/15/2023

  
  Complaint: 20826092
  
  I am rejecting this response because:
  
  Unfortunately, this issue was due to the negligence of your company. If we do not get reimbursed fully we will be reaching out to our lawyer 
  
  Regards,
  
  *******************************

  Business Response

  Date: 11/16/2023

  **********************,
  
  We apologize that the customer is still dissatisfied,however there is no further action CHW will take.
  
  We have offered the customer reimbursement to the extent of our liability; however, the customer continues to request we provide additional compensation. 

  As per section 8, Limits of Liability 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 a covered items or property to the extend such may be disclaimed by law, and you expressly waive the right to all such damages." 
  
  Since the customer wishes to continue their dispute, they may proceed with 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