Business Profile

Home Warranty Plans

Home Warranty of America

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Complaints

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

Customer Complaints Summary

1,463 total complaints in the last 3 years.
313 complaints closed in the last 12 months.

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

Initial Complaint
Date:10/24/2023
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 submitted a claim to repair the ice maker in my refrigerator on 2023-10-09. A technician arrived and charged an additional $100 because they needed to order a replacement part. They assured us that they would return once the order had arrived. However, on 10/23/2023, we received an email notification stating that the appointment scheduled for Monday, October 23rd, 2023, at 11:00 AM was deemed unnecessary, and no technician would be arriving to perform the repair.I immediately contacted HWA to address the fact that the repair had never been completed, despite the additional charge of $100 on top of the initial $75 service fee. Although they assured us that they would reach out to the technician, they stated that they were unable to refund the $100 that should not have been charged in the first place.
Business Response
Date: 10/26/2023
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 11181301).

Based on the diagnosis received from ********************, HWA authorized the technician to replace the ice maker assembly. Authorization for the full amount including labor was sent to the technician on 10/11/23 and a repair appointment was scheduled for 10/23/23. Please be advised that *** did not instruct the customer to pay the technician directly for any part(s).

Per 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.

*** spoke with the technician today 10/26/23, and he confirmed that the repair appointment is scheduled for today between 10:00AM 1:00PM PST.

HWA requests this matter be closed.

Thank you,
********************
Initial Complaint
Date:10/24/2023
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 for our hot water heater leaking. After 9 days of them not finding anyone to come look at it they gave authorization for me to locate my own and get reimbursed. I found someone to fix it for $3500. When I was speaking with them on the day it was getting fixed they never said I needed pre-authorization before work was preformed. Once I submitted invoice to then, they stated I never got pre-authorization and would only pay $725; however since I had over 48 hour wait period they would make an exception of $1075 instead.
Business Response
Date: 10/25/2023
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 11162860).
Our records indicate that the customer placed their claim for service on October 8, 2023. Due to higher-than-normal service demands, the customer was offered the option of selecting the Claim Reimbursement Process, which allows the customer to choose their own technician to submit the diagnosis for claim evaluation, however this option was declined.
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 such, HWA escalated the claim with dispatch in order to assign a technician to the work order as soon as possible. However, thereafter, the customer provided a paid repair invoice for replacement of the water heater seeking reimbursement.
As per section 2, **************** of the **** Agreement, "We will not reimburse for any services performed without Our prior approval."
As a goodwill gesture, HWA offered the customer partial reimbursement in the amount of $1,075, which they accepted.
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: 10/25/2023

Complaint: 20776739

I am rejecting this response because:

When it was escalated to ********** stated that I didnt need to send in for authorization when I spoke with her on the 13th. When I called her on the 17th to let her know they were here and the estimated cost, she made NO mention of pre approval and made NO mention needing to discuss this with them and to just send her the invoice once work was complete. On the 20th she called stating that ***** wouldnt approve it as I didnt get pre authorization which was never mentioned when they were there working on it when I spoke with her.

Regards,

*************************
Business Response
Date: 10/27/2023
**********************,

HWA is sorry to hear of the customers continued frustrations; however, *** offered the customer the option of the Claim Reimbursement Process and this option was declined.

It should also be noted that the purpose of placing a claim is to determine claim coverage based upon the terms set forth in their contract. As such, when utilizing the Claim Reimbursement Process, a diagnosis must be provided first to determine if the failure and/or component is covered. Once this has been determined, *** then provides the customer and with the claim determination.

HWA did not provide the customer with pre-authorization to have unauthorized repairs completed. As such, their request for reimbursement was denied according to the terms of their contract.

Nonetheless, in goodwill, *** offered the customer reimbursement in the amount of $1,075, which the customer accepted on October 23.

No further action will be taken.

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
Initial Complaint
Date:10/22/2023
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.
In my contract with HWA I added on pool service. On 10/11/2023 I made a claim that my pool pump was not working. It is going on 2 weeks and they still have not provided a contractor to come out and fix the pool. Every time I call they tell me they are still looking for a contractor and to give it a little more time. In the meantime, my pool is turning green because there is no circulating water. The bottom of the pool is covered with leaves and debris because the vacuum will not work if the pump does not run. I cannot understand why I'm paying extra monthly for the pool option if HWA cannot fulfill the service. This same situation has happened in the past and I ended up paying out of my own pocket for the service to be done. I'm starting to think that *** is hoping that I will just give up on them and hire my own contractor. It is very shady and fraudulent advertising.
Business Response
Date: 10/27/2023
**********************,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the pool claim (claim no. 11206861).
Our most recent records indicate that the customer has selected the Claim Reimbursement Process which allows the customer to select a technician of their choosing to submit the diagnosis for claim evaluation. The customer was also provided with specific instructions to ensure proper reimbursement steps are followed.
HWA will determine claim coverage once the diagnosis is provided to us which can be submitted online via www.hwaclaims.com. Please note, HWA does not provide reimbursement for unauthorized repairs.
Thank you,
************
Consumer Advocate
Initial Complaint
Date:10/17/2023
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.
On October 11, 2023, I filed a claim because my furnace will not work. I was told I would get an appointment within 48 hours. I called again on October 13 and was told they are expediting it. I asked for a Supervisor and was told I would receive a call back. I received a email saying they cant locate anyone in my area to fix it and I should find someone myself. I am on disability and dont have the funds to pay anyone up front. I did call a few places and was told they had dealt with *** before and wouldnt again because they had a hard time getting paid. I have called everyday since and keep getting told they are expediting it and a Supervisor will call me back. I live in ******** and temperatures are starting to drop and need this fixed. They shouldnt offer services for my area if they dont have anyone to fix them. I need my furnace fixed ASAP.
Business Response
Date: 10/18/2023
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 11214109).

Out most recent records indicate that an appointment is scheduled with CFM HVAC LLC for 10/20/23 between 11:00AM 3:00PM CST. Notification was emailed to the customer today 10/18/23 with the technicians information and appointment details. Should the customer need to contact the technician directly he may be reached at **************.

Thank you,
********************
Customer Answer
Date: 10/30/2023

Complaint: 20742234

I am rejecting this response because:I filed a complaint with you recently regarding Home Warranty of America regarding my furnace. They finally sent a technician on October 20 and was told I needed a control board for my furnace.I am still without a working furnace. Temperatures where I live will be in the low 20s starting Monday (October 30). I have made several calls and I am still getting the runaround. I cant afford to have my pipes freeze due to cold temperatures. What next steps can I take? I have stressed the weather & pipe situation to HWA several times. Thank you for your time.

Regards,

***************************
Business Response
Date: 11/01/2023
**********************,

HWA has placed CFM HVAC LLC back on the claim. We have also authorized the technician to replace the control board. Notification regarding such was sent to the technician today (11/1). *** also emailed the customer with the following update. The customer may contact the technician directly at ************** to schedule a repair appointment.

HWA requests this matter be closed.

Thank you,
********************
Customer Answer
Date: 11/14/2023

Complaint: 20742234

I am rejecting this response because:Matter not resolved. Still no heat. I keep getting the runaround. Very upset

Regards,

***************************
Business Response
Date: 11/14/2023
**********************,

Please accept our apology as CFM HVAC LLC did not complete the approved repairs. The claim has been placed back in our vendor network and is pending reassignment at this time.

As an alternative option, HWA would like to offer the customer reimbursement up to $794.00 upon receipt of a paid repair invoice. This constitutes our full costs authorized to the technician to replace the control board with labor. 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.

In the interim, we are working diligently to locate a technician in the customers area.

Thank you,
********************
Customer Answer
Date: 11/14/2023

Complaint: 20742234

I am rejecting this response because: They are now saying that if they cant get another Technician here by December 8, the claim will be cancelled. I dont understand why this will occur when I followed all the proper steps. I pay them every month, paid the service fee and the technician said he wouldnt work with ***. I need my furnace fixed ASAP. I cant afford to pay anything else out of pocket because I am on Disability and cant afford it. This is why I pay them every month. I get the same story every time I call them. I just want what I pay for.

Regards,

***************************
Business Response
Date: 11/20/2023
**********************,

Our most recent records indicate that the claim was reassigned to Grizzlies Heating & Air Conditioning for 11/24/23 between 11:00AM 3:00PM CST. Notification 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 **************.

Thank you,
********************
Initial Complaint
Date:10/16/2023
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.
They have refused to cover the electrical water heater replacement. They justified it by "the unit is too old to be covered". Of course, it is "too old" -- if you cover only "almost new" or "new" units then all you have to do is - collect the insurance premiums! The whole point of "home insurance" is to be there when an appliance breaks. In this case - not only did they initially engage a provider who turned out to be not "in service" for them - thus wasting my time; but also -- they refused the service (replacement) right away, when another plumber said that the replacement was necessary. Canceling the insurance is an adventure of its own -- they offered me $100 towards the repairs (estimated to $1700) if I stay with them. Oh yes -- and also an elusive "roof coverage".I canceled and want $85+$50+78 = $213 back ("the tech visit fee" plus cancelation fee plus the "prorated insurance fee")Horrible service! Horrible experience! Never again and do not trust their ads!
Business Response
Date: 10/17/2023
Dear **********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 11023855).
Our records indicate that the customer placed their claim for service on September 27, 2023, and listed the last time working date as September 23, 2023. *** assigned the claim to ***************, however they requested to be removed from the work order.
*** reassigned the claim to Kaizen Plumbing to submit the diagnosis. Upon inspection, the technician reported that the unit is leaking with moderate rust and corrosion.
As the customer's term coverage commenced on September 23, 2023, 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 the water heater is leaking and must be replaced. This unit has not entered the policy in proper working order and is not working properly due to pre-existing conditions. Please refer to section 0 of your policy. Your policy has the following exclusion, ******* Systems and Components; means systems and components as specifically described herein as Included under Your Plan and are in proper working order on the Coverage Period Start Date."
The customer appealed claim outcome and it was explained that the claim will remain non-covered as the unit did not enter the policy in proper working conditions.
Thereafter, the customer processed a cancellation of their policy due to their dissatisfaction with claim outcome and was refunded according to the terms of their contract.
Nevertheless, as a goodwill gesture, *** has issued the customer a full refund of the paid policy premium in the amount of $630. All payments are subject to 30 days processing.
While we regret to hear of the customers frustrations, *** has abided by the policy terms and conditions and requests this matter be closed.
Sincerely,
************
Consumer Advocate
Initial Complaint
Date:10/11/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up with this company in May of 2023, was called by numerous employees with the company offering varying types of plans/prices. I chose a 3-year plan and they added 6 months free to this membership. I was not told however, that they would be taking this out in 3 consecutive months $490/$490/$490 for a total of $1470 for this plan. I was not happy about that and my attempts to contact the person that I signed up with were futile. The second claim I filed with them recently was because my toilet tank cracked and water was misting out. My claim was denied, with *** stating "it has been determined that the tank crack does not constitute normal wear and/or is excluded from coverage. I filed an appeal and was assigned a case manager. On 10/3 I received an email from the case manager with a link it says to click on to schedule a time for us to connect. The link did not work so I emailed the case manager with no response. I attempted to call *** on 10/3, 5, 6 and finally on 10/10 when I was able to speak to a case manager regarding my toilet. I did have a plumber (not associated with HWA) confirm it WAS due to wear and tear as the toilet is over 30 years old. When I spoke with the case manager on 10/10, he informed me that because my toilet was porcelain I must have had pressure changes and/or sitting on it caused it to crack. I told him this was ridiculous but he would not budge. I then asked to terminate my membership and for them to reimburse me my remaining balance, which if you break down $1470 x 36 mos would be $40.83/month. I have been a member since May of this year so $245 is due to them. He informed me I would only get $770 back. I don't mind paying a $50 cancellation fee, however I definitely do not agree to them keeping an additional $405 because I am cancelling. That is outrageous! Note: Pretty much ALL toilets are porcelain so I find it crazy that that was even brought up. Plus another plumber stated it is normal wear and tear.
Business Response
Date: 10/12/2023
Dear **********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 11036644).
Our records indicate that the customer placed their claim for service on the plumbing system stating that the toilet has a hairline crack. HWA dispatched Integrity Reconstruction and Roofing- ******* to the customer's home to submit the diagnosis.
Upon inspection, the technician reported, "There is a crack in toilet tank that is beyond repair". The technician also listed the cause of failure as, "Crack caused by unknown source".
HWA denied claim coverage as the policy only provides coverage for failures that are caused by normal wear and tear.
As per section B(10) of the User ****************** Systems and Components means systems and components as specifically described herein as Included under Your Plan and become inoperative due to mechanical or electrical failures caused by normal wear and tear."
As per section 8(G) of the User Agreement, "We are not responsible for consequential or secondary damage... or any other perils not considered loss or damage due to normal wear and tear."
The customer appealed claim outcome and it was explained that the claim will remain non-covered based upon the terms set forth in their contract.
With respect to cancellation, as a goodwill gesture, *** is pleased to offer the customer a partial refund in the amount of $918, which accounts for the paid policy premium in the amount of $1,470, minus claims paid in the amount of $552. *** has waived the cancellation fee, in addition to waiving the prorated portion for the unexpired term.
Should the customer wish to accept the proposed refund with policy cancellation, they may contact me directly via email at *******************************************.
Sincerely,
************
Consumer Advocate

Customer Answer
Date: 10/16/2023
[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 would like to know when i can expect my refund in the amount of $918.00

Regards,

*******************
Initial Complaint
Date:10/11/2023
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 on 8/16/23 with Home Warranty of America (HWA) regarding my AC not working properly.It is now 10/11/23&they have had 5 different companies assigned to this claim with no resolve.Company#1 assigned 8/17took over a month to come out & look at my AC.They sent what needed to be repaired to ********* stated that they needed a closer picture.Company#1 was not willing to take an extra trip for that picture and told *** to find another vendor.Company #2 assigned 9/26 comes out and speaks only Russian, which we do not speak.My husband called the owner of company to translate & Company#2 stated same issue as Company#1 after 5 days never filed the paperwork with ********* led to Company#3 assigned 10/3, which wouldn't even come out cause they said that they would charge me $8k outside what the warranty would pay.Now company#4 was assigned 10/5 but stated it would take them over a week to come out & was no guarantee &they are rated F on BBB for no shows and breaking more than they fix.Now we have company #5 assigned 10/7/23 which came out &looked promising only to have them call me & say they could do a work around fix instead of the needed replacement to get me AC but refused to go through warranty company as they stated *** doesn't pay their vendors.Which is also a theme with the other 4 vendors. When I stated I didn't want to do that & I wanted it repaired correctly, I get a notice that the vendor stated we have no issue with the AC.I immediately call HWA&explain I still have no AC&it is almost 2 months have passed.*** says they will reassign the claim again&still nothing.Then I am being harassed by Company#5 by calls/texts late at night.Then a call this morning saying they didn't say that.When I express my concerns w/Company#5 to *** dismissed me&Says you will just have to wait for a new vendor.*** offers a reimbursement but no company will go through their portal to get approval if they don't work with *** so can't do it.So how do you find a company?
Business Response
Date: 10/16/2023
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 10326649).

Our most recent records indicate that an appointment is scheduled with AC Allstars for 10/17/23 between 7:00AM 11:00AM EST. Notification was emailed to the customer on 10/12/23 with the technicians information appointment details. Should the customer need to contact the technician directly he may be reached at **************.

Thank you,
********************
Initial Complaint
Date:10/10/2023
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.
Around May 3rd I called HWA to cancel my policy. The person I was connected to argued with me about cancelling for 20 mins and I told him to please cancel my account. I noticed today that the company is still taking monthly payments out of my bank account. I called for a refund and was told that I had agreed to a lower payment and to continue the policy. I did not agree to that. They refused to refund the monthly payments and cancelled my account effective today. They took money out of my bank account from May until October. I asked to talk to the resolution managers supervisor and she said they do not talk to customers. I did not agree to anything other than canceling my policy on that phone call in May.
Business Response
Date: 10/12/2023
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: IL03-SA01694616).

On May 5, 2023, the customer spoke with a Retention Representative and requested to cancel her policy. *** offered to revert her monthly rate back to $54.83 and her service call fee to $75.00. The customer accepted and opted to keep her policy active.
HWA did not hear from the customer regarding this matter again until 10/10/23 wherein she stated that she requested to cancel her policy on 7/1/23. Please be advised that *** does not have record of such. Should the customer have written documentation reflecting her request to cancel in July 2023, please have her email such to *********************************************.

Please be advised that the policy has been terminated. A refund in the amount of $54.83 will be processed back to the customers card on file. Please allow up to 30 days for processing,

HWA requests this matter be closed.

Thank you,
********************

Customer Answer
Date: 10/13/2023

Complaint: 20720915

I am rejecting this response because:

Regards,

*********************************
Initial Complaint
Date:10/10/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed a claim with Home Warranty of America for my broken central air system 2 months ago and it still hasnt been fixed. They keep holding off and giving me excuses and saying the problem has been resolved. Now my policy expired and I dont believe they will ever fix it. I have my 85 year old father living with me. I need this fixed.
Business Response
Date: 10/12/2023
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 10081192).

Please also accept our apology for the delay in Porters Heating and Cooling completing the approved repairs. The technician informed *** on 10/2/23 that he is still awaiting parts. Per section Limits of Liability (1)of the user agreement, Delays: Problems cannot always be diagnosed and repaired on the first Service visit. We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs.

As an alternate option, HWA will offer to reimburse the customer our full costs for repairs in the amount of $516.00 upon receipt of a paid repair invoice. This constitutes our cost for the condenser fan motor, fan blade, and labor. 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: 10/24/2023

Complaint: 20717730

I am rejecting this response because:I apologize for the delay in responding. I dont want to find my own repair service and be reimbursed by Home Warranty of America. I want them to keep up their end and fix my central air unit like they were supposed to do 3 months ago

Regards,

***************************
Business Response
Date: 10/26/2023
**********************,
As an alternate option due to the delay in parts, *** offered the customer our full costs for repairs in the amount of $516.00. but she declined.
*** spoke with ******* Heating and Cooling today 10/26/23,and the technician advised that the part needed for repair is still on back order. Additionally, since he has been unable to obtain the part to date, to reassign the claim. Therefore, the claim has been placed back in our vendor network to be reassigned. Once a technician accepts the work order, the customer will be notified.

Thank you,
********************
Initial Complaint
Date:10/09/2023
Type:Delivery 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.
On 8/31/2023 we open a Claim with HWA (Claim ********) for our home fridge to get fixed, due to not cooling. It took 2 weeks for HWA to find us a vendor to come out, once the diagnose was made it's been another 3 weeks to get the part approved and installed. In the meantime, my family (7) has been buying food every day and leaving out of an ice chest to keep milk and essentials in the home. I've called HWA almost every day asking for updates, and they always keep giving me the run around.... ********************* - ********- What made me more upset was the fact that I asked for supervisor, and they send me a Voicemail recording to leave my number for a call back.
Business Response
Date: 10/12/2023
Dear **********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 10621285).
Our records indicate that on September 21, 2023, HWA provided the technician with authorization to cover the cost of labor to install the compressor, which is covered under the ** manufacturer warranty, and advised the customer of non-covered charges in the amount of $84.52 to account for the cost of modifications necessitated with repair.
As per section 8(M), Limits of Liability of the User Agreement, "We will not be responsible for repairs of systems or components while still under manufacturers or distributors
warranties. Our responsibilities will be secondary to any manufacturer or supplier warranty or other extended or in-home warranties or service contracts that exist for the
included systems, components and appliances."
Our most recent records indicate that on October 10, the customer contacted *** and spoke with Consumer Advocate, ****************** regarding repair completion. The customer was provided with the option of awaiting scheduling of repair, reassignment to a new technician or having the repair completed by ** and providing the receipt for reimbursement for the cost of labor. The customer may confirm how they wish to proceed by contacting me directly via email at *******************************************.
Sincerely,
************
Consumer Advocate
Customer Answer
Date: 10/16/2023
[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.

Should i contact HW directly for reimbursement?

Regards,

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

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Home Warranty of America is NOT a BBB Accredited Business.