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:09/29/2023

  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 am needing my microwave fixed and they keep saying they don't receive anything from the repair person and the repair person says other things.

  Business Response

  Date: 10/04/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the microwave claim (claim no. 10278889). 

  Our most recent records indicate that *** has waived the service call fee, and the claim has been reassigned to Performance Contracting with an appointment scheduled for October 9, between the hours of 11-3PM. 

  HWA will determine claim coverage upon receipt of the technician's diagnosis accordingly. 

  Sincerely,

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

• Initial Complaint

  Date:09/28/2023

  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.

  On Aug 2, 2023, I called to cancel my service which they gave me a very hard time trying to keep my business. going on and on about how great they are. I told them I just want to cancel my service. My renal was on Aug 10th, 2023. I called back today because they are still taking money out of my account ************* The person I spoke to was very rude kept telling me that I'm not talking to a child. He refused to give me my payments back ***** x 2= ******. asked to speak to a supervisor and he said he was the supervisor. I asked for the corporate number, and he told me I have to go to the website for that number. I have had nothing but trouble with this company.

  Business Response

  Date: 10/02/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding policy cancellation (policy no. IL03-SA01838366). 

  HWA has no record of the customer contacting us in August of 2023 to request cancellation of their policy. 

  Our records indicate that the customer contacted us on September 28, 2023, and processed a cancellation. The customer was not *********** a refund as they were a monthly policyholder and did not pre-pay for term coverage.  

  As per section the Cancellation terms of the User Agreement, "If We cancel this Contract, a pro-rata refund will be issued for the unexpired term." 

  Nevertheless, as a goodwill gesture, *** has issued the customer a refund in the amount of $104.86 which accounts for paid premiums for the months of August and September. 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:09/25/2023

  Type:Order 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 canceled the contract and made sure it was not set to automatically renew. Without my knowledge or consent it renewed for a higher amount than the previous coverage and started charging.

  Business Response

  Date: 09/29/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding policy cancellation (policy no. 267432445). 

  Our records indicate that on August 6, August 13, and August 19, 2023, HWA corresponded with the customer regarding policy expiration and provided the customer with their autorenewal premium rate of $69.83.  

  As per section 2(B), Coverage Duration of the User Agreement, "If we elect to renew your plan, we will notify you of any revised terms (including any increase to the price of the plan at least thirty (3) days prior to expiration of the current coverage period. You will automatically be renewed..."

  As the customer did not record their preference to cancel upon expiration, the policy renewed according to the terms of their contract. 

  On September 25, the customer contacted HWA and processed a cancellation of their policy and was issued a refund in the amount of $69.83.  However, thereafter on September 27, the customer placed a chargeback dispute with their bank which was authorized, and therefore the refund will be processed by their bank accordingly.  

  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.

  Sincerely,

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

  Customer Answer

  Date: 09/29/2023

  
  Complaint: 20652775
  
  I am rejecting this response because:
  

  I have no emails or written communication from the business regarding an auto renewal of the policy. Every email I received prior, specified that action was required on my part to renew the policy. If they are referring to the phone calls I received, I told their representatives that I did not want to renew and that i wanted them to stop calling me.
  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/23/2023

  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.

  A warranty with Home Warranty of American was included with our house purchase. Our water heater had some air in the lines and we had issues with losing hot water. I opened a claim online on 9/15/23, and was told it would take ***** hours to find a technician and get back to me. As of 9/19/23 I had not heard from HWA at all; no emails, texts, or calls. I called customer service and the gentlemen apologized for not scheduling a tech and put in an expedite on my call. It is now 9/23/23 and still nothing. We have very little hot water...it takes an entire day to provide a brief shower's worth. I was advised that I could hire my own tech and then I would be reimbursed, but I don't have the money to do that, along with the fact that I have no faith that if I did so, I would ever see the reimbursement. What is the point of this warranty if we cannot even use the thing? I am seeking for *** to actually send someone out here and repair this water heater. I am done waiting.

  Business Response

  Date: 09/29/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (clam no. 10855195). 

  HWA apologizes for the delay in locating a technician to accept the work order.
  
  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. 
  
  Should the customer wish to accept this option,they may contact HWA directly or accept by logging into their account center. 

  Sincerely,

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

  Customer Answer

  Date: 09/29/2023

  
  Complaint: 20647863
  
  I am rejecting this response because:

  I cannot afford to hire our own technician; and *** has a horrible record for reimbursement. I cannot trust HWA to do the right thing. If we could afford to hire our own tech, then why on earth would we have a warranty?? 

  I absolutely will not be renewing our warranty when this one expires. 

  You should be sued in court for taking people's money and not delivering on your end of the contract. 
  
  
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:09/22/2023

  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.

  I had a failure in my air conditioning system. I contacted HWA to get it fixed. They sent a technician who condemned my compressor, and the components in the attic, including the circuit board, blower motor (possibly), transformer, and thermostat (possibly, though it works). *** declined my claim, stating the warranty did not cover power surges. There was no power surge. I appealed the decision, and after a week of waiting for a call from their appeal agent, I called them. They listened to what I said for about a minute then stopped me and denied my claim, stating that based on what the technician said there was a power surge and they do not cover that. I contacted the technician, he told me (and showed me) that all he did was submit an rstimate through their portal, he stated there was no narritive that said there was a surge, and he never said that was the cause. All of the claim process was done on the phone, so I have no documents to produce.

  Business Response

  Date: 09/29/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 10395832). 

  On August 21, 2023, the customer placed a claim for the air conditioning stating that the compressor is not turning on. HWA dispatched M&J Services to the customer's home to submit the diagnosis. Upon inspection, the technician reported, "Bad transformer, bad thermostat, bad blower motor, bad compressor." The technician also listed the cause of failure as, "power surge". 

  HWA issued the claim determination stating, "Based on the information provided to us by you and the Service Provider(s) assigned to your claim, it has been determined that the **** system has multiple electrical components that have incurred damage due to a power surge and will require further service. Please refer to section Limits of 6 of your policy. Your policy has the following exclusion, we are not responsible for consequential or secondary damages. This includes, but is not limited to, repair of conditions caused by any of the following: chemical or sedimentary build up, insect infestation, mold, mildew or bacterial manifestations, misuse or abuse, theft or vandalism, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge..." 

  The customer appealed claim outcome and it was explained that the claim will remain non-covered based upon the terms of their contract. In addition, the compressor has been listed as being covered under the manufacturer warranty. 

  As per section 12, Limits of Liability of the User Agreement, "We are not responsible for repairs of systems or components covered under a
  manufacturers warranty. Our responsibilities will be secondary to any manufacturer or suppliers warranty or other extended or in-home service contracts that exist for the covered systems, components, and appliances." 

  Thereafter, the customer processed a cancellation of their policy due to their frustration with claim outcome. 

  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.

  Sincerely,

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

  Customer Answer

  Date: 10/02/2023

  
  Complaint: 20642908
  
  I am rejecting this response because:  *** told me during my last conversation with their appeals employee that my claim is being denied because a part in my system caused the power surge within my system that was responsible for the failures of the equipment.  They are saying it caused a power surge in the system, and power surges are not covered.  If the part that failed caused it, and it is a part of my air conditioner, isn't that part covered?  Aren't they obligated to fix the failed part?  And, like any insurance, don't they have an obligation to fix any and all consequential damages caused by that part?  Are they able to determine the part that failed first?  Was it the blower motor?  Did that cause the transformer to fry the circuit board? Or did the circuit board fail and take out the compressor?  Aren't they then responsible to cover any related expenses in relation to this failure?  ALL of these parts are supposedly covered by this warranty.  If they are trying not to pay because, in their own admission,  a covered part failed and took out other covered parts, then what exactly do they cover in their warranty?  None of these parts are new, except the outside unit that has the compressor, fan, and condenser in it.  They can't have it both ways.  They are obligated and  need to repair the damage.  If they are allowed to continue this practice they are defrauding the public by making promises to customers and hiding behind ridiculous claims that an unknown covered part in the system created a power surge that took out the other covered parts of the system, but the surge the covered part created is not covered, therefore they have no liability to pay anything.  Ridiculous, isn't it?
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 10/11/2023

  Dear **********************:
  
  *** is sorry to hear of the customers continued frustrations.
  
  HWA only provides coverage for covered components which fail due to normal wear and tear. As such, components which have failed due to a power surge is not a normal wear and tear failure. 
  
  As per section 6, Limits of Liability of the User Agreement, We are not responsible for consequential or secondary damages. This includes, but is not limited to,repair of conditions caused by electrical failure or surge
  
  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. 

  Sincerely,

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

• Initial Complaint

  Date:09/21/2023

  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 filed a claim due to my left side burners going out on stove.This was filed back in May and still has not been completed. I have had numerous calls with *** and was told they paid the provider a few weeks later and closed the claim when nothing had been done. ***** was supposedly ordered and took over a month & when he came out he saw he ordered the wrong part so still couldn't be repaired except 1 burner. Even that was done months later. I even asked to cancel after the 1st month & was told that it would mean that I can't have the service finish out although they had paid ******* paid a 100 dollar deductible. Also they took my monthly payment from ***** to *****. I was lied to from numerous agents and at this point I felt like I am paying money for something that I can't use when needed. I have had this company for 4 years and had to use them 1 time before which went smoothly but was a couple years ago. I feel I wasted a lot of money. I was lied to about refunds and credits and the last call I was told that the 160 dollar refund that the agent said will go to me to help with not having the work completed,actually went to the provider. THIS WAS THE ABSOLUTE WORSE EXPERIENCE. I spoke with someone name *** that said he was the resolution manager. He offered me a 200 dollar refund but only if I stayed and also offered to lower the bill but I can't trust anything from this company and he became very rude when I didn't except and was trying to rush me off the phone. I asked for a confirmation of the cancelation since agents never do what they tell me they are doing & he was making very smart comments like he is not ****** and etc so he doesn't control when they come. After telling him I recorded the call and I will follow up with BBB IF IT IS NOT CANCELED THIS time, the email magically came thru right away. He would not provide any identifying info other than his name was ***. No employee # or anything.Very unprofessional & I feel like I wastedmoney. Ishouldgetrefunded

  Business Response

  Date: 09/29/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their oven stove cooktop claim (no.: 8405631).
  
  Based on the diagnosis received from ****************, *** authorized the technician to replace the left front burner and control switch,and the left rear burner, and control switch. Please accept our apology as there was a delay in the technician receiving parts. Per section Limits of Liability (1), 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. On 7/9/23, the technician informed *** that the repairs were completed.
  
  CHW did not hear from the customer regarding this matter again until 9/7/23 wherein, the customer stated that the claim was taking too long and requested to terminate coverage. *** offered the customer $160.00 in goodwill, and she accepted. She also opted to keep her policy active.
  
  Although, on 9/21/23, the customer contacted HWA back and terminated coverage. As the customer was monthly policy holder and did not prepay for coverage, there was no refund due at cancelation.
  Please be advised that the $160.00 goodwill offer 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,
  ********************
  

• Initial Complaint

  Date:09/20/2023

  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 the warranty company july 31 2023 For a plumber and they still to this day have not assigned a plumber

  Business Response

  Date: 09/25/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 10008601). 

  Our most recent records indicate that the claim has been assigned to **************** with an appointment scheduled for Tuesday, September 26, between the hours of 3-8PM. 

  HWA will determine claim coverage upon receipt of the technician's diagnosis accordingly. 

  Sincerely,

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

• Initial Complaint

  Date:09/18/2023

  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 8/01/2023 I called Home Warranty of America and informed them that my ******* refrigerator was not working. They sent a technician on 8/10/2023, he looked at the refrigerator after collecting his $100.00 service call fee, said he had to order some parts and left. On 9/10/2023 the technician was supposed to arrive that afternoon but never made it. I called *** and they said they would sent another technician. Its been 48 days. The technician arrived on 9/17/2023. Later that evening I received an email from *** saying that they would replace the refrigerator. For a refrigerator that cost me well over $2400.00, they offered me $986.00 in Lowes Gift Cards. I called them and complained that I couldn't buy a replacement for that price and was told it didn't have to be a replacement, just similar. I complained more and they raised the amount to $1599.00. I complained more but to no avail. I told them, imagine that *** insures my car, a Corvette and something happens to it and *** decides they are going to replace it. But they only give me enough money to buy a *********** Yes, they are both cars. Yes they will get me from one place to another. But is it a replacement? No. Are they similar? No? I've been paying them for nearly 3 years. I expected better from them.

  Business Response

  Date: 09/21/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 10076557). 

  Our records indicate that HWA approved replacement 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 (replacement of similar features and efficiency, but 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 placed an appeal, and the buyout was increased to $1,549, which the customer accepted on September 19.  At this time, the ****** eGift card is currently processing, which can take up to 30 days. 

  Should the customer wish to have a check issued in lieu of the eGift card, they may contact the undersigned via email at *******************************************. 

  Sincerely,

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

  Customer Answer

  Date: 09/21/2023

  
  Complaint: 20623009
  
  I am rejecting this response because:
  Though *** did offer to issue a check in lieu of the Lowes ****** Cards, the check would not have been for the final agreed on $1549.00, but the initial $986.00. When I asked why I should be forced to accept less funds for not wanting to shop at Lowes, it was explained to me that *** has a deal with Lowes that apparently benefits HWA, but does nothing for the customer.
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 09/29/2023

  Dear **********************: 

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

  In lieu of the ****** eGift card, *** has issued payment to the customer in the form of a check in the amount of $1,549.  All payments are subject to 30 days processing. 

  Sincerely,

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

• Initial Complaint

  Date:09/18/2023

  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.

  Filed a claim for covered repair of Water Heater, it was 2 weeks before I was contacted to have someone look at the situation and submit a claim for repair. Now I am still waiting with out hot water almost 1 month, spending money for Hotels so that my family can bathe. I offered to pay for the repair and get reimbursed, this was denied. Then was told to locate someone and have them submit a repair request, several companies declined this option. When I call customer service for assistance, you can not understand the service person who can't speak clear english..

  Business Response

  Date: 09/21/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 10653343). 

  Our most recent records indicate that HWA approved replacement of the water heater on September 19 and advised the customer of non-covered charges in the amount of $219.63 to account for the cost of modifications that are excluded from coverage, which the customer accepted. 

  The technician will schedule installation with the customer upon receipt of the replacement unit accordingly. 

  Sincerely,
  ************
  Consumer Advocate

  Customer Answer

  Date: 09/25/2023

  [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:09/16/2023

  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.

  I submitted a claim to home warranty of America because I have a low water pressure in the hot water in my home. I submitted a claim for that issue. I made it very clear to them that the cold water pressure was fine only the hot water pressure over the entire house was not working. Home warranty of America schedule an appointment with a company to come in and assess the problem. The technician arrived on September 15 and reported to me that the issue was the hot water tank. And analysis was sent to home warranty of America. I paid my $100 deductible as required to the technician. I was then contacted by the company stating home warranty of America wanted me to submit a second claim. I called home warranty of America asked him why I needed to submit another claim and they stated I needed to submit a claim for the hot water tank And that I would be responsible for paying another service fee. I tried explaining that I dont know for certain that my hot water tank is bad Im not comfortable submitting a claim and shouldnt be responsible for another service fee when the problem I know Im having still has not been resolved , if I submit a claim for the hot water tank and that is not the issue, then I am stuff yet again having to submit a third claim trying to figure out what the issue is. What I know is that my hot water pressure is low. I also know that I paid my $100 fee that is required And my issue was not resolved

  Business Response

  Date: 09/21/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 10806529). 

  *** has waived the service call fee and has placed a new claim for the water heater (claim no. 10930681) which has been assigned to *** Plumbing & Sewer to submit the diagnosis for claim evaluation.  

  At this time, the customer should await correspondence from HWA regarding the claim coverage outcome. 

  Sincerely,

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

  Customer Answer

  Date: 09/23/2023

  
  Complaint: 20613646
  
  I am rejecting this response because:
  
  The warranty company sent an email with the same information that they provided to the Better Business Bureau. They provided a link that said learn more about this offer. When I click the link to learn more the link automatically went to an acceptance of their offer without any additional information for me to learn what it is, the warranty company is planning to do. As a consumer, I feel that I deserve an explanation of what has been approved. What kind of work is being planned to take place in my home. I reached out to the warranty company for clarification and they are claiming that. I excepted their offer. Regardless of me saying I dont know what the offer is.
  
  Regards,
  
  *************************

  Business Response

  Date: 09/29/2023

  Dear **********************: 

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

  Our most recent records indicate that *** approved replacement of the water heater on September 21, and advised the customer of non-covered charges in the amount of $455 to account for the cost of modifications necessitated by replacement. 

  As per section 4, Exclusions 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." 

  The customer declined the charges, and it was explained that the charges account for modifications which are excluded from coverage. In response, the customer requested to select the water heater of their choosing. It was explained that CHW does not match for brand and will provide a unit which is comparable to the current unit installed. 

  As per section 9, Limits of Liability of the User Agreement, "Where replacement equipment of identical dimensions is not readily available, We are responsible for providing installation of similar quality equipment but NOT for the cost of construction or carpentry made necessary by different dimensions. We are not responsible for upgrading or matching color or brand." 

  As such, should the customer wish to effectuate replacement, they must agree to the pay the non-covered charges based upon the terms of their contract. 

  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

  Customer Answer

  Date: 09/29/2023

  
  Complaint: 20613646
  
  I am rejecting this response because:
  
  I was asked to pay $455 for a replacement hot water tank. I was not given any information on the replacement tank other than it would have similar functionality. I asked the company for more information on the item since I was responsible for paying $455. I was told that I could pay the $455 and accept what they would give me or get nothing. 
  

  I think it is unreasonable to ask a consumer to pay for an unknown product. May $455 is not a lot of money to HWA, but for me and my family that is a significant amount. The representative also shared that the hot water tank would be ***** gallons- the one in my home currently is a 70 gallon tank. 
  

  Additionally, if the product that I will receive is no different than the product I have why do I have to pay for anything? 
  

  I really dont think after paying for the home warranty and the service fee, that I should pay $455 for an unknown hot water tank that is smaller than my current unit. It is very frustrating to consistently ask for HWA to be fair and reasonable in this matter, only to be met with consistent resistance. 
  
  Regards,
  
  *************************