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: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,
  
  *****************************

• Initial Complaint

  Date:10/09/2023

  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.

  Horrible customer service. We have been a loyal customer for over 10 years. Our aerorator for our septic went out and Home Warranty of America could not locate a tech for us so we chose to find one ourselves and have them reimburse us. Our tech had to replace the Aerorator on the septic. He had to log in to Home Warranty claims to fill out what was done and it asked him why the machine went out. He didn't know why and originally stated unknown. Home Warranty then asked him to provide a reason which he didn't know due to it being a machine. It is no different than a blow dryer going out. How can he know that? He mistakenly mentioned it could be due to recent storm due to a previous claim that he had and the claim was denied. He replied back stating that he did not know the cause of it, as he stated the first time. He mixed up claims when replying. Claim was denied. Worst part of all is the horrible customer service. I had a call scheduled with claim managers ***************** and ************************* for October 3rd at **** but never received a call. I emailed them both separately and together asking why I was not called and when I should expect a call. No reply. I have emailed them total of 10 times with zero replies. I started calling this morning October 9th to speak to a manager and I have literally been transferred around 20 times. Ridiculous. I need a live manager to call me regarding this issue. We have used Home Warranty of America for 2 houses now and I cannot believe how we have been treated. We need to be reimbursed for this claim and I need a manager to call me ASAP. Claim #:11009560

  Business Response

  Date: 10/12/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their septic pumping claim (no.: 11009560).
  
  Our most recent records indicate that the customer spoke with a Case Manager on 10/10/23. In lieu of the claim denial and the customer completing the repairs without HWA approval, *** offered to reimburse the customer up to $200.00 upon receipt of a paid repair invoice. The invoice was received the same day. Funds will be mailed to the customer in the form of a check. Please allow up to 30 days processing.  
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************
  
  
  

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with Home Warranty of America on September 9th for my A/C unit. A technician came out to my home, and based on the age of the system, he recommended replacement. *** made a decision that they had denied the claim because "it has been determined that the compressor has failed due to a previous improper compressor replacement, along with damaged and restricted coils, which have caused the system to overheat, which does not constitute normal wear and tear". I appealed this claim because the compressor has never been replaced, I had a home inspection done saying that nothing was wrong with the compressor, and I spoke with the technician who came to my home and he said nothing was wrong with the compressor. The claim was appealed on September 25th, and I had to submit my home inspection report with the appeal. They came back saying that they would give me $750 for the unit since the policy says, "We will pay no more than $750 in the aggregate during the coverage period for any improperly mismatched and/or unknown improper installation." On September 26th, I discovered that some of the pictures that were submitted of "my unit" were in fact not my unit. I took the top off of my A/C unit and took a picture of my compressor to send to the warranty company. They received the picture, but they responded saying that they have serial numbers to prove that the original pictures are of my unit. On October 5th, I received a call from *** saying that the claim will not be approved since there is a "copper modification which caused the unit to flood." My unit has not flooded. It has quit working since it is nearly 20 years old. This is a statement from the *** website: "*** covers homes, systems, and appliances that are new and old." "The warranty simply requires that the items be working and functional at the time of purchase." Each time I call, I speak with a different case manager, and they always have a different excuse.

  Business Response

  Date: 10/11/2023

  **********************,
  
  Home Warranty of America (HWA) apologize for any frustrations the customer may be experiencing regarding their air conditioner claim (no.:10757128).
  
  Based on the diagnosis received from Done Right Heating &AC it was determined that the compressor failed due to a previous improper compressor replacement. Furthermore, there were damaged and restricted coils which caused the system to overheat. Please be advised that this does not constitute normal wear and tear.
  
  Per section Limits of Liability (6), We are not responsible for consequential or secondary damages. This includes, but is not limited to,repair of conditions caused by any of the following: chemical or sedimentary build up, insect infestation, mold, mildew or bacterial manifestations, misuse or abuse, theft or vandalism, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing,electrical failure or surge, water damage, intentional acts, riot, lightning,mud, earthquake, soil movement or settlement, storms, accidents, pest damage,Force Majeure events (as defined below), failure due to excessive water pressure, or any other perils not considered loss or damage due to normal wear and tear.
  
  A claim determination letter was sent to the customer with the option to appeal and she did. *** then requested a copy of the customers Home Inspection Report. Upon receipt of such on 9/21/23, it was determined that based on the photographs the wrong compressor was installed. The copper was also improperly modified to fit.
  
  As a result, HWA authorized the claim for the maximum system payout per the contract term in the amount of $750.00. The customer will owe the remainder directly to the technician in the amount of $2,650.00. Per section Additional Coverage/Upgrade Options: OrangePlus Upgrade. Limitations: We will pay no more than $750 in the aggregate during the coverage period for any improperly mismatched and/or unknown improper installation.
  Our most recent records indicate that a Case Manager spoke with the customer on 10/6/23 and confirmed the outcome of the claim. Although,the customer still disagreed.
  
  As an alternate option, HWA will offer the customer our full costs for repairs in the amount of $750.00 upon receipt of a paid repair invoice. 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,
  ******************** 

• Initial Complaint

  Date:10/05/2023

  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 requested service on my home is August 2023 for a clogged drain line. They sent out a plumber who could not resolve the issue and said the clog required a "hydro jet", which he did not have. Home Warranty of America (HWA) initially attempted to deny liability for the issue, until it was pointed out to them that "hydro jetting" was specifically included in the agreement. I was told by *** that they would search for a technician with a hydro jet and that I would receive an email within a week about a scheduled appointment. After several weeks passed and phone calls made, they finally sent me an email about a technician appointment, which was same technician they originally sent that does not have a hydrojet. I inquired about a refund since the issue had not been resolved in the time alotted in the agreement, and they only agreed to give me a prorated refund with a $50 cancellation fee. They also stated that if I cancel, they would not fix the issue, although it specifically states in the agreement that if a claim is filed within the coverage period, it will be resolved even after cancellation. I deserve a full refund because the agreed upon service was never provided to me

  Business Response

  Date: 10/11/2023

  **********************,
  
  We are in receipt of the customers complaint. However, the information that he provided is not pulling up an active policy with Home Warranty of America (HWA). Please have the customer include the full property address, policy number and/or claim number in which he is referencing so that we may address his concerns accordingly.
  
  Thank you,
  ******************** 

• Initial Complaint

  Date:10/05/2023

  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 *** regarding my water heater on 9/27/23. The technician assigned was a poor rated company. When speaking to the technician on the phone about the date for them to come to my home and look at the water heater, I decided that I did not want to use him because of his 1 star ratings and online reviews and his tone and attitude over the phone. I called *** and canceled with him and requested a re assignment. This request was done on 9/28/23. I have called HWA almost every day since to see why a new technician hasn't been assigned. I keep getting "we are diligently looking to find a technician for the claim." And to give them ***** hours to do so. They say they have "expedited" this several days ago. When speaking to them again today, I was told that "they are diligently looking for a new technician" and to give them ***** hours! My water heater is leaking all over my basement and we have been without hot water since 9/27/23. I would appreciate any help you can provide.

  Business Response

  Date: 10/11/2023

  Dear **********************:

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 11010547). 

  Our records indicate that the customer placed their claim for service on the water heater on September 27.  The same day, HWA assigned the claim to ******'s Plumbing with an appointment scheduled for September 28. However, the customer contacted us requesting the claim be reassigned to a different technician.  

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

  In goodwill, *** honored the customer's request and returned the claim to dispatch for reassignment accordingly.

  At the current time, the claim has been escalated with our dispatch department in order to assign a technician to the work order as soon as possible. As an alternate resolution,and in lieu of awaiting scheduling, the customer has the option of accepting 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 will be provided with instructions to ensure proper reimbursement steps are followed. 
  
  Should the customer wish to accept this option, they may contact HWA directly or accept by logging into their account center. 

  Sincerely,

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

   

• Initial Complaint

  Date:10/02/2023

  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 August 29,2023 I filed a claim #******** under policy #********* to have my Air conditioner repaired. It wasn't until September 25,2023 that a technician came out to our home, they found that the blower fan had failed a weld broke on one of the fan blades H.W.A. told me that they would not cover the repairs because it's not a mechanical failure. I'm disagree with this and filed an appeal and talked with the department that handles that. They refused to do anything and just stated the section" Your policy has the following exclusion, we are not responsible for consequential or secondary damages. This includes, but is not limited to, repair of conditions caused by any of the following: chemical or sedimentary build up, insect infestation, mold, mildew or bacterial manifestations, misuse or abuse, theft or vandalism, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, intentional acts, riot, lightning, mud, earthquake, soil movement or settlement, storms, accidents, pest damage, Force Majeure events (as defined below), failure due to excessive water pressure, or any other perils not considered loss or damage due to normal wear and tear" none of this is what caused the failure.

  Business Response

  Date: 10/04/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 10570897).
  
  Based on the diagnosis received from One ************************* it was determined that the blower wheel was physically compromised and running off balance causing catastrophic damage to the blower assembly. This type of failure does not constitute a normal wear and tear failure. Per section Limits of Liability (6), We are not responsible for consequential or secondary damages. This includes, but is not limited to, repair of conditions caused by any of the following: chemical or sedimentary build up, insect infestation,mold, mildew or bacterial manifestations, misuse or abuse, theft or vandalism,failure to clean or maintain as specified by the equipment manufacturer,missing parts, structural changes, fire, freezing, electrical failure or surge,water damage, intentional acts, riot, lightning, mud, earthquake, soil movement or settlement, storms, accidents, pest damage, Force Majeure events (as defined below), failure due to excessive water pressure, or any other perils not considered loss or damage due to normal wear and tear.
  
  A claim determination letter was sent to the customer with the option to appeal and he did. On 9/28/23, the customer spoke with a Case Manager but the denial was upheld as catastrophic failures are not the result of normal wear and tear.
  
  Nevertheless, *** will offer the customer reimbursement up to $490.00 upon receipt of a paid repair invoice as resolution to his complaint. This is our full costs for the failed part. Should the customer choose to accept please have him 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,
  ********************  
  

• Initial Complaint

  Date:09/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our washer broke on July 31...We filed with Home Warranty of America, who we pay yearly...They contracted ***** to come out on August ********* said they didn't have a part...It's now September 30...Nothing...We have to keep going to the Laundromat...Every time we contact HWA they say they reached out to *****...But did they? And if so why haven't we heard anything...They should be contacting ***** to have them get us a replacement or giving us a check to get one ourselves because two months is entirely too long to be waiting for resolution...We literally pay HWA so that when things break they can fix or replace them...It's been two months and we keep getting the run around...I would not recommend this company...Can you help us please get this claim settled...

  Business Response

  Date: 10/06/2023

  Dear **********************:

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the washer claim (claim no.10020214). 

  Our most recent records indicate that *** has approved replacement with a buyout of $343. 

  As per sections 9 and 14, Limits of Liability of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (not for matching brand, color, 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 amount and a ****** eGift card will be issued within 30 days or they may decline the buyout amount and a Case Manager will be assigned for appeal handling. 

  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