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:11/05/2023

  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.

  We have filed claim #******** with *** on July 30th, 2023 because our washer stopped working.The contractor Appliance Pros was assigned to the job, the repair was initiated. The repairs took more then 3 months, and were unsuccessful. The contractor initially replaced several minor parts, it took several weeks. The washer did not work. Then he replaced a control panel, and the washer still did not work. I asked if it would make more sense to replace the washer, as we have been without washer for more then 6 weeks then, and he said that the warranty company would not approve replacement. At the final attempt for repair the motor was replaced. The washer still did not work.On September 9th, after about 2 months from the initial claim, Home warranty of America have offered a replacement. However, they have only offered a Lowes gift card for a very low amount, where it is impossible to replace the washer to a similar model. We would like to request a reasonable amount for the replacement of the washer, a similar model was quoted to us for 850$ plus tax, delivery and installation that will cost about additional 250$. It is nowhere in our warranty contact that we must accept gift cards, we would like to receive a check for payment. Our washer nonfunctioning was ** electronics 612KWHX02105, MODEL WM2277HW/01.I called HWA of America several times, and the manager was assigned to the case - *************************, Case Manager | Home Warranty of America v: ********************* I called this number and tried to reach the manager several times, but there was no response. I called the general customer service number, and was told to call the manager. The last time I called the customer service on November 2nd, ******* respectfully request HWA to fulfill their contractual obligations, and to pay reasonable amount for the replacement of the washer. We request reimbursement of 850$ for the broken ** washer, and 250$ for taxes and installation.

  Business Response

  Date: 11/08/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the washer claim (claim no. 10002175). 

  Our records indicate that HWA approved replacement of the washer with a buyout of $547. 

  As per sections 9 and 14 of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacements will be of similar or equivalent quality and efficiency...We are not responsible for upgrading or matching color or brand) in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item."

  As a goodwill gesture, HWA is pleased to offer the customer a buyout increase from $547 to $700 as a final offer. Should the customer wish to accept, they may contact me directly via email at ******************************************** Upon acceptance, a check will be mailed to the customer within 30 days. 

  Alternatively, should the customer wish to continue their dispute and decline the goodwill offered, they may refer to the procedure for Resolution of Disputes as outlined in their contract. 

  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

  Customer Answer

  Date: 11/09/2023

  [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:11/04/2023

  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.

  To whom it may concern, Approximately a month ago (10 Oct) I contacted HWA about an HVAC system that is continually running and does not stop even when the thermostat is off. They sent someone out to diagnose it. The technician determined the motor was bad and needed a new one. The tech left and told me he needed to contact HWA to initiate the repair. It has been 3 weeks since the diagnosis happened and I have heard nothing from the technician or the warranty company. An appointment for repair was scheduled on 17 October, but no one ever showed up. I reached out and have been told the claim has been resolved. I let the team know the situation was not resolved because no one ever came out to repair the unit. On Monday 30 October 23, I was told that the claim would be reassigned to a different technician. It's been a week and I have not heard anything from anyone. I paid for the home warranty and I want my HVAC unit fixed. Who can help me with this? My HVAC is still broken.
  
  Policy # *********
  Claim # ********

  Business Response

  Date: 11/10/2023

  
  
  Home Warranty of America (HWA) apologizes for any
  frustrations the customer may be experiencing regarding their air conditioner
  claim (no.: ********).
  
  Based on the diagnosis received from First Call Heating and
  Cooling LLC, HWA approved the claim for an Air Handler. HWA is supplying the
  Air Handler and covering the technician’s labor. There are non-covered charges
  due to the technician in the amount of $450.00 for any modifications, upgrades,
  removal, disposal, or haul away.
  
  Per section Exclusions (4) of the user agreement, “We are
  not responsible for providing upgrades, components, parts or equipment required
  due to the incompatibility of the existing equipment with the replacement
  system, appliance or component/part, including but not limited to SEER
  standard, R-410A and/or 7.7 HSPF or higher compliant, as well as any other
  efficiency required by federal, state, or local governments.”
  
  Per section Limits of Liability (13) of the user agreement,
  “We are not responsible for removal and hauling away of old equipment or
  appliances, unless OrangePlus coverage has been purchased. Where available, You
  may choose to pay an additional fee directly to the Authorized Repair
  Technician for removal and/or disposal of an old system, component or
  appliance.”
  
  Notification regarding such was emailed to the customer on,
  11/8/23.
  
  Thank you,
  Michelle C.

  Customer Answer

  Date: 11/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the issue is not yet resolved.  Once the technician physically comes out here to fix my still broken HVAC unit then resolution is complete.  Until that time the matter is not yet closed or complete.  
  
  
  Regards,
  ******** *****

  Business Response

  Date: 11/22/2023

  
  
  There is nothing further for HWA to do at this time as this is
  an approved claim and the equipment has been ordered. The equipment is set to
  be delivered to the technician. Once the technician obtains the equipment, he will
  contact the customer to schedule a repair appointment,
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C. 

  Customer Answer

  Date: 12/05/2023

  [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:
  
  
  The repairman has finally come and has repaired the unit. 
  
  
  
  Regards,
  
  
  
  ******** *****

• Initial Complaint

  Date:11/03/2023

  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.

  Good afternoon,2.5 years ago, *** send a technician who diagnosed my refrigerator as needing a new compressor and installed one accordingly.Today, they send another technician who once diagnosed the new compressor in the same old fridge as bad. However, this time they stated that the compressor has a 10-year warranty and that I would need to call the manufacturer to obtain the part directly, after which the technician would replace it. I subsequently called the manufacturer, who told me I could not obtain the part directly and had to contact *** to have them order the part. I called HWA accordingly, and was told that they won't do that.Instead, *** wants me to somehow obtain the part the manufacturer won't give me. If I am able to obtain the part, they want to charge me a transfer fee of $75.88 to perform the labor and this is after paying $100 for a 30 minute diagnostic.I have multiple concerns:1) This is a runaround.2) When I requested to speak to a manager I was told they would open a support ticket and I should be contacted in **************************************************************************** replace the refrigerator out-of-pocket.3) How does HWA know that the repair work it conducted last time was not faulty and thus the reason a compressor with a 10-year warranty only lasted 2.5 years? This component is sensitive to poor installations.4) The $75.88 transfer fee is not listed in my policy doc.Due to this being the second time *** gave me the runaround on a major appliance, and additionally, the second time they are having to make the same to repair to a single appliance, I request that they just replace the appliance. Even if the part is provided free of charge from the manufacturer, this repair cost HWA about $1,100 last time and the labor this time will likely be $500. If there is a different issue causing the compressors to break down, the next one will break down as well.Thank you.

  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

  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

  Business Response

  Date: 11/16/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 11504549). 

  Our most recent records indicate that *** has approved replacement with a buyout of $1,199. 

  As per sections 9 and 14, Limits of Liability of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacements will be of similar or equivalent quality and efficiency to those being replaced...we are not responsible for upgrading
  or matching dimensions, color or brand) in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item." 

  I emailed the customer today and advised that a check can be issued in lieu of the ****** eGift card. Should the customer wish to receive a check, they may email me directly at *******************************************. 

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:11/02/2023

  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.

  We have had a warranty with this company since we bought our house in 2012. After they denied a claim on our Air Conditioner, I requested that the policy be canceled in July both on the phone and in an email that I have with the case manager (Dielliavissia *********) that was assigned to us. It wasnt done, they charged us again in August. Again, I called and requested that it be canceled. We were charged again in September. I called again, and the person I spoke with on the phone apologized and said they were supposed to cancel the policy but didnt for some reason. They said we would be reimbursed for the two months, and I have an email saying that the applicable sum would arrive in 30 days. That was on Oct 2, nothing ever showed up so I called them again today, and the person I spoke with said the policy wasnt canceled until Oct 2 and they reviewed one of the calls and it's not their policy to refund. They charged us $166 for the two months after I asked them to cancel, and only offered to refund one. It's been a different story every time Ive called, and looking at their reviews it seems this is pretty standard for them. Do not use this company. Each phone call was recorded on their end, but they only reviewed one to deny paying us back.

  Business Response

  Date: 11/03/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: IL03-SA1814150).
  
  *** will refund the customer for the months of July September 2023 in the amount of $237.56 (1 x $70.70; 2 x $83.43) per his request. Funds will be mailed in the form of a check. Payment is subject to 30 days processing. Should the customer wish to follow up on the status of his refund check, please have him email **********************************************
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 11/05/2023

  [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:11/01/2023

  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.

  I am filing this compliant because I honestly do not know where else to turn. I was given a HWA policy when I purchased my home in 2021, I renewed my policy for peace of mind. On 10/23/23 refrigerator stopped working (Claim ********), a ***** tech was sent next *************** the problem as an inverter board. He ordered a part and based on availability scheduled an appointment for 10/28. I thought everything was good & we would have a fridge by the end of the week. On 10/29 I was emailed by ***** saying the part was on backorder. I called *** and they said that the part was arriving today and that the tech would be out tomorrow. I told them I had information from ***** saying the tech was not coming and the part was on backorder. They said it would take ***** hours for them to get that information from *****. When I called Saturday, after the scheduled appointment, they said they would escalate with ***** and I would know more on Monday. When I called Monday they said I would hear in 24 hours. When I called on Tuesday they said the escalation to ***** was requested when I called Monday (not Saturday) so I needed to wait 48 hours from then. When I called Wednesday they said they still had not hear from *****. Confused? I am. Meanwhile there are emails coming from HWA saying I need to contact ***** to tell them to get back to them. ***** has only a chat feature, each time I chat they say I need to wait 24 hours and apologize that I must be frustrated because I was told that last time.Now I read other BBB complaints and fear I will be stuck waiting for another tech or be offered an amount less than a cost of a fridge (that comes 30 days later!) I am filing this complaint now because it is the only way I have found on the internet to escalate an issue. I don't see a reason to wait.DO NOT OPEN A POLICY with ***. The internet suggests they were bought out and their service is terrible and does not live up to their reputation.

  Business Response

  Date: 11/02/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 11347747).
  
  Based on the diagnosis received from A&E **************** HWA would like to offer the customer cash back in lieu of replacement in the amount of $1,199.99. Per section Limits of Liability (14), 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.
  
  Should the customer choose to accept as resolution to her complaint,please have her email [email protected] are mailed in the form of a check and subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 11/02/2023

  
  Complaint: 20811694
  
  I am rejecting this response because the amount offered will not cover a replacement. I have emailed the provided email address with comp models and asked for $2,000.00 to cover the replacement. If they can send me a vendor that has a comp at $1,199.00 I would be happy to purchase and accept. 
  
  
  Regards,
  ***************************

  Business Response

  Date: 11/03/2023

  **********************,
  
  As of today (11/3), the customer accepted replacement in the amount of $1,199.99. Funds will be mailed to the customer in the form of a check. Please allow up to 30 days for processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 11/15/2023

  [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:10/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim 8/30/2023. I found out the heat exchanger was cracked and no work was done on the unit, but the tech from Greens HVAC condemned the unit and turned the gas off so it wouldn't accidentally turn on because the heat would bust the crack open even more and carbon monoxide would fill the house in minutes. He did nothing to the unit besides turn the gas off.I immediately filed a claim with ***. They couldn't find a tech to come out and so said that I could select the reimbursement option. I could find a company who would do it and send in pictures and a diagnosis. ****** had already come out and diagnosed and so they said they would be willing to send the information in.They send everything in and *** kept saying we needed more. They then said we needed to send in the amount of labor and materials. I sent that in. Then they said they needed a break down of each material/permit/etc. The Greens tech spent time trying to do that and then said they didn't have all that information and they couldn't supply it. *** was adament they needed that and so after all of Greens work they sent it back into the system.After a couple days a company picked it up and we waited two weeks for the appointment. Two days before they sent it back to *** and said they couldn't do it. At this point it was October 25th and getting colder in *****. I called again and they said they would have a tech in 24 hours. That wasn't so. They still don't have anyone assigned and even when they do, waiting for them to come, diagnose, and install would take at least a couple weeks. It has been 54 degrees in my house, with 4 kids, for the last week. I am worried about pipes freezing and my kids, so Greens is replacing the furnace tomorrow. I can't wait longer. It has been 2 months. I am paying Greens just over **** to replace the furnace and *** needs to reimburse me for it. At this point it is a safety issue to not replace ASAP.

  Business Response

  Date: 10/31/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 10578004).
  
  Please be advised that the customers technician failed to breakdown his pricing for parts, materials, permit, inspection and labor.Therefore, due to the lack of information provided, *** was unable to determine proper claim coverage.
  Our most recent records indicate that an appointment is scheduled with DML Services of ***** on 11/6/23 between 7:00AM 11:00AM MST.Notification was emailed to the customer today (10/31) with the technicians information and appointment details.
  
  Furthermore, the customer indicated in her complaint that her technician (Greens HVAC) is scheduled to return to the home to install a new furnace. Please refer to section **************** (2) of the user agreement, We will not reimburse for any services performed without Our prior approval.
  
  Although, if repairs have already been completed HWA will offer the customer reimbursement in the amount of $807.00 upon receipt of a paid repair invoice. This constitutes our cost for an 80K BTU Gas Furnace with labor. Should the customer choose to accept please have her email [email protected] are mailed in the form of a check and subject to 30 days processing.
  
  Thank you,
  ********************

  Customer Answer

  Date: 10/31/2023

  
  Complaint: 20803523
  
  I am rejecting this response because:
  

  *** is not responding to my reasoning why their response doesn't satisfy me.  When we chose the reimbursement option and ************** agreed to do it I was verbally told that they just needed to submit pictures and a diagnosis.  If they had been told that they had to submit that much of a breakdown they would have said they couldn't do it.  We would have had all of September when the temperatures weren't freezing, to try to get one ***'s techs to do the service.  However, after the pictures and diagnosis were submitted satisfactorily to HWA, they then said to send the labors and materials numbers.  We got someone to come out and give us a quote for labors and materials and I submitted that.  It took me a few days to submit that because the first time I submitted it HWA  didn't get it.  I called and they told me to do it another way so I did.  That still wasn't enough.  I called again, and finally the last time they got their numbers in a spot to their liking.  After that they said they needed even more of a break down.  The tech spent time trying to get all those numbers, but their company doesn't have that complete of a breakdown available and he wasn't able.

  Our ticket was reassigned and we waited almost two weeks for an appointment that was reassigned last minute.  Again, put back into the system.  They said give us 24 hours, but now on the 6th day they did finally get it scheduled, but the date isn't until next Monday!  That is just for them to come and diagnose and do everything that our other tech already did, and then it would take time for them to send everything in, get it approved and installed, providing they don't cancel last minute like the last tech and then have to wait another week.  

  Our thermostate has been showing 54 degrees in the house consistently for the last week.  This morning it was under 30 degrees outside.  My kids have been freezing for a long time.  Everybody is getting sick because inside the house is so cold.  This became a safety hazard.  I feel like I waited patiently for a long time.  It was getting cold, but it wasn't until this last week that it got so cold and our fireplace couldn't even warm the place up a little bit anymore, that I made the decision to have Greens Heating and Air Conditioning install the furnace today.  I did not have time to wait.  My kids are freezing, there are freezing temperatures outside and I also didn't want to keep waiting for pipes to freeze.  

  If HWA had told us, or the tech, at the beginning with the reimbursement option all the information he would need to provide we would have avoiding wasting a month of non freezing temperatures.  I was told over and over again just pictures and diagnosis.  And again, if we did wait it would be at least a week and a half before we would be able to get a furnace installed with this company that picked up the ticket today, assuming he wouldn't cancel like the last one.  With temperatures like we have, we could not wait any longer.

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

  Business Response

  Date: 11/02/2023

  **********************,
  
  The customer confirmed in her response that she installed a new furnace. Please refer to section **************** (2) of the user agreement,We will not reimburse for any services performed without Our prior approval.
  
  Although, *** did offer to reimburse the customer in the amount of $807.00 upon receipt of a paid repair invoice. Should the customer choose to accept please have her email ********************************************** Funds are mailed in the form of a check and subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

• Initial Complaint

  Date:10/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I receive 1-2 calls every day asking me to buy another plan. I continue to say no. On October 28, the company charged me and created a new policy that I did not approve. I have called multiple times and only receive a voice message to leave a call back number. I do not receive a call back, but I do receive 1-2 sales calls every day.

  Business Response

  Date: 10/31/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding policy cancellation (policy no. IL03-SA01822963). 

  Our records indicate that on October 14, October 21, and October 27, 2023, HWA corresponded with the customer regarding policy expiration and advised that the policy will auto renew at the monthly premium rate of $72.33.  

  As per section 4, Coverage Time, Renewal & Payment of the User Agreement, "Offers for future coverage is at Our sole discretion. You will be notified of rates and terms for continuation of coverage at least 30 days prior to the expiration of the initial Coverage Period End Date and any Renewal Term." 

  As the customer did not record their preference to cancel the policy upon expiration, the policy renewed at the prevailing rate accordingly. 

  Our most recent records indicate that the customer has since processed a cancellation of their policy and was refunded in the amount of $72.33 which accounts for October's paid premium.  

  Lastly, we have sent an expedited request to our ******************** to place the customer's information on our do not call/do not email list.  Please allow for up to 30 business days for the information to process.

  If the customer continues to receive solicitations, please forward the phone number and/or forward the email that they received to ******************************************** subject line Continued Solicitation BBB Complaint ID ********, so we may revisit the issue.

  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:10/28/2023

  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.

  Demand immediate action and compensation from HWA for their failure to resolve an issue with my non-functioning refrigerator, covered under my home warranty contract, and for the gross mismanagement of my time and resources.On 9/6/23, I filed a claim with ***. Nearly two months have passed with no resolution, despite 7 scheduled appointments and 6 wasted working days waiting for techns. Out of these appts, 2 were canceled without my knowledge, showing a clear lack of communication and respect for my time. In 4 instances, a tech failed to show up. I have also spent countless hours on the phone attempting to communicate with *** and the techs.In one instance, *** confirmed my appointment, only for me to discover from the technician that, it was his day off.The 1st tech claimed to have "ordered parts," while the 2nd tech mentioned that the required part is "no longer manufactured by the company," requiring further research. Despite this, no reports were filed with ***, and I was instructed to "contact the technician and let them know we are waiting for the diagnosis to move the claim forward."This mismanagement and the subsequent waste of funds by ***, in paying multiple companies without achieving a resolution. It also shows a clear breach of the ******* demand the immediate resolution of my refrigerator issue and compensation for the significant loss of my time, the hrs spent on the phone, and the emotional toll this experience has taken on me. I also request a written apology from HWA for the poor service and inconvenience caused.Pursuing legal action? and to share my experience with *** publicly to warn potential customers of the poor service they can expect.Requesting BBB assistance to help resolve this issue and to hold HWA accountable for their failure to provide the contracted service and their mismanagement of resources.

  Business Response

  Date: 10/30/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 10700476). 

  Our most recent records indicate that *** has approved replacement of the refrigerator with a buyout of $986. 

  As per sections 9 and 14, Limits of Liability of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacements will be of similar or equivalent quality and efficiency...we are not responsible for upgrading or matching color, brand, or dimensions) in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item." 

  The customer has the option of accepting the buyout and ****** eGift card will be issued within 30 days or the customer may decline the buyout and a Case Manager will be assigned for appeal handling.  

  With respect to the customer's request for monetary damages, *** has declined the customer's request as per the terms set forth in their contract.

  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 any covered items or property to the extent such may be disclaimed by law, and you expressly waive the right to all such damages." 

  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

  Customer Answer

  Date: 10/30/2023

  
  Complaint: 20794603
  
  I am rejecting this response:

  I am writing in response regarding the resolution of my refrigerator claim (claim no. 10700476)

  I appreciate that Home Warranty of America (HWA) has approved a replacement of my refrigerator with a buyout of $986. However, this amount is insufficient to purchase a refrigerator of similar quality and efficiency to replace the non-functioning one. 
  
  As I have previously mentioned, I have been without a functioning refrigerator for nearly two months now. This has caused significant inconvenience to me and my family, and it is simply unacceptable to expect us to wait another 30 days for a ****** eGift card to be issued, and then another 30 days to be without a refrigerator. This timeline would result in us being without a refrigerator for more than three months. 
  
  I demand the following:
  -Adequate compensation that will cover the cost of purchasing a refrigerator of similar or equivalent quality and efficiency to the one that is no longer functioning.
  -Immediate issuance of a check, not a gift card,  so that I can purchase a new refrigerator as soon as possible.
  -A written apology from HWA for the poor service, inconvenience, and emotional toll this experience has taken on me and my family.
  
  I understand that the terms and conditions of the User Agreement may limit HWA's liability in certain respects. However, I also expect HWA to uphold its obligation to provide the contracted service in a timely and efficient manner, and to treat its customers with respect and consideration.
  
  
  Please be advised it is only because I have already reported HWA to the Better Business Bureau and the ************************ that I am getting some action.

  
  ***********

  Business Response

  Date: 10/30/2023

  **********************,
  
  *** is sorry to hear of the customers continued frustrations and apologizes for any delays in service.
  
  As per section 1, Limits of Liability of the User Agreement, Problems cannot always be diagnosed and repaired on the first Service visit. We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs.
  
  As per the policy terms and conditions, HWA offered funds at Our cost, which may be less than retail.
  
  Nevertheless, as a goodwill gesture, *** has increased the buyout from $986 to $1,199.  Should the customer wish to accept, they may contact me directly via email at *******************************************.  Upon acceptance, a check will be mailed to the customer within 30 days. All payments are subject to 30 days and cannot be expedited. 

  Thank you,

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

  Customer Answer

  Date: 10/31/2023

  
  Complaint: 20794603
  
  I am rejecting this response because: 

  While the settlement wasn't the amount I had hoped for, I decided to accept it, as my time is too valuable to be spent dealing with a company that inundated me with calls and emails only after I reported them to the BBB.
  

  Please see their last correspondence to me:
  "***********************, Oct 30, 1:22 PM (1 day ago)to me, **** I have authorized payment to you in the amount of $1,250 in resolution of your claim and the complaint filed with the BBB."
  
  Regards,
  
  ***********

• Initial Complaint

  Date:10/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Heating system is covered by warranty policy. Paid $100 service fee required to have their technician evaluate the situation. They accepted the claim and said that they would replace furnace. However, I have to use their technician and pay an additional $2,250 for uncovered fees. Got an estimate from another technician and it would only be $600 in fees for said modifications. Claim handlers had attitude when I asked for specifications about the replacement unit, said I wasnt privy to that information and would not send me anything in writing. They told me I could take it or leave it. Meaning I either paid them additional $2,250 or get nothing replaced by them. Dont think Im asking for too much when I asked for written specs and detailed information for which Im actually paying. Cant even find the technician who is installing it listed as a business anywhere.

  Business Response

  Date: 10/27/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: ********).
  

  Based on the diagnosis received from **** ******************************, *** approved the claim for a Supplied Furnace. HWA is supplying the furnace and covering the technicians labor. There are non-covered charges due to the technician in the amount of $2,250.00 for any modifications, upgrades, removal,disposal, or haul away. Per section Exclusions (4), 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.
  
  Non-covered guide: $500.00
  Gas modifications: $500.00
  Duct modifications: $500.00
  Electrical mods: $500.00
  Hard pipe modifications: $150.00
  Thermostat wire: $100.00
  Total non-covered: $2,250.00
  
  Although,the customer declined the charges. Therefore, repairs have not been completed to date.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 11/02/2023

  
  Complaint: 20790131
  
  I am rejecting this response because:
  Most of the fees in general are standard installation fees which should be covered by the warranty. Based upon our investigation with local HVAC service companies modification fees should be not exceed  $600 total. 
  
  
  Regards,
  
  ***********************************

  Business Response

  Date: 11/03/2023

  **********************,
  
  We apologize that the customer is still dissatisfied. However, we have listed the modifications provided to us directly from **** ******************************. Furthermore, the user agreement does not cover for modifications associated with repairs (Exclusions 4). We have no new information to provide.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

• Initial Complaint

  Date:10/27/2023

  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.

  What the business committed to and lead me to believe was warrantied

  Business Response

  Date: 10/27/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the septic pumping claim (claim no. 11270956). 

  Our records indicate that the customer placed their claim for service on October 16, 2023. HWA dispatched A1 Pumping and Repair, LLC to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the ***** field backing up caused the pump to burn up and the system to back up. 

  *** 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 the ***** fields have failed resulting in improper operation and are now in need of replacement. Field lines are excluded per the Septic System section of coverage."

  As per the Septic System/Septic Tank Pumping exclusions of the User Agreement, "NOT COVERED: tile fields and ***** beds, ***** lines, lateral lines, insufficient capacity, cleanout, and seepage pits, the cost of gaining or finding access to the septic tank, the cost of sewer hook **** disposal of waste, chemical treatments, tanks, ***** lines, cesspools, and mechanical pumps/systems." 

  The customer appealed claim outcome and has been provided with a Case Manager for appeal handling. Nonetheless, HWA stands on the determination based upon the exclusions set forth in the customer's contract. 

  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: 10/28/2023

  
  Complaint: 20788992
  
  I am rejecting this response because:
  
  Although they field lines this is the pumping system and the fact that it is related.  They did not attempt to clear the lines as a result my tank is not working. Furthermore I was lied to and paid additional money to have this plan.  Again why would you warranty an antiquated tank system?  I am not frustrated I feel betrayed and now I am put in a position of safety.  This has caused me to seek medical care due to was is now in my home.  Home Warranty of America does not warranty their customers and they will mislead and tell lies about their products.  I clearly stand firm on this.
  
  Regards,
  
  *************************

  Business Response

  Date: 10/30/2023

  **********************,
  
  HWA is sorry to hear of the customers continued frustrations.
  
  The customer placed their claim under septic pumping stating, Septic tank is full and needs to be pumped. 
  
  Upon inspection, the technician reported that the ***** field lines failed which caused the pump to burn up and the system to back up (clog).
  
  HWA excludes coverage for ***** lines as per the septic tank pumping exclusions. As such, HWA is not liable for repair by pumping as the cause of failure was the ***** line which is excluded from coverage.     
  
  Further, the purpose of placing a claim is to determine claim coverage based upon the terms set forth in their contract for which ***** lines are excluded. 
  
  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