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:09/13/2023

  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 have had a new Microwave and Oven replaced in 2021 and ll of a sudden it stops working. I put in a claim in 2022 of August and I still dont have a working Microwave Oven Wall Unit. Its been a year and 12 technicians later that they Home Warranty company cant fix this issue and then denies the clai stating a door damage is there and customer is responsible. I told them there is no door damage it just doesn't work. they refuse to see pictures and deny the claim. Not sure why. I have a non working Oven and Microwave for a year now and $200 out of pocket for deductible. I am not paying $3500 for a new Unit. I want the home warranty to replace it.

  Business Response

  Date: 09/18/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their microwave/oven stove cooktop claim(s) (no.: *******; 10528318).
  
  Based on the diagnosis received from WorkRite Appliance it was determined that the microwave door was damaged and off alignment resulting in improper operation. Therefore, it needs to be replaced. Please be advised that this failure cannot occur under normal wear and tear conditions.
  
  Per section Limits of Liability (6) 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 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. On 8/11/23, upon speaking with their Case Manager the denial was upheld. The customer indicated that her microwave was a combo unit with an oven. *** advised that a new claim would need to be opened for her oven issues. As a result, an oven stove cooktop claim was opened, and the customer indicated that the wall oven/microwave (one unit) would not turn on and was not working.
  
  HWA dispatched A&E **************** and upon receipt of their diagnosis additional information was requested. *** requested that the customer provide proof of previous repairs for the unit. Please be advised that we are pending the additional information requested at this time.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:09/13/2023

  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.

  Home warranty offers repair or replacement of home appliances. Double oven failed. It was determined that oven could not be repaired because part was no longer available. Replacement was offered. Offer was $665 for an oven that will cost $2500 to replace. They said the offer was made based on "their price" for a replacement. But their is no way to obtain an appliance at their price. I could take or leave their offer. I asked to speak to a manager. She was a manager. I asked how to appeal their decision. I was told there is no appeal.

  Business Response

  Date: 09/18/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their oven stove cooktop claim (no.: 10241179).
  
  Based on the diagnosis received from ************** Specialist,HWA offered the customer cash back in lieu of replacement in the amount of $667.00. However, the customer declined. Per section Limits of Liability (14)of the user agreement, Cash Option:  We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item.
  
  On 9/13/23, upon speaking with a Case Manager the customer accepted the offer and requested the funds in the form of a check as opposed to a Lowes ****** Card and *** agreed. Although, the customer stated in her complaint that she is seeking reimbursement in the amount of $1,835.00 but we are unable to honor her request.
  
  Nevertheless, HWA will increase replacement to $999.99.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: 09/11/2024

  
  Complaint: 20596589
  
  I am rejecting this response because:We were covered by a Home Warranty of America policy. During August, we experienced a failure of our air conditioner. We contacted *** and reported the problem. They agreed to send a technician to investigate the problem. For three weeks, during August, *** said that they were having trouble locating a technician but that someone would be dispatched that day or the next day. I contacted them daily and was told the same thing. Finally, they said I could locate my own technician and would be reimbursed for the repair. I found a technician that day. The technician determined that the capacitors (we have two systems and by that time, both of them had failed) on. both units had failed. He had the required capacitors on his truck at the time. He could replace them and restore the function of the units then and there. Having been without ac for three weeks, we said yes, please do. When we contacted *** for reimbursement, they denied our claim because, they said, we had not obtained pre approval of the repairs per our contract. I tried to upload the invoice from the **** company, which I have, but the upload function didn't work.
  
  
  
  Regards,
  
  **** ****** *******

  Business Response

  Date: 09/16/2024

  ********* *.,
  
  The customer has rejected our response expressing her dissatisfaction regarding her air conditioner claim. Please be advised this complaint (bbb no.:20596589) was in regard to her oven stove cooktop claim from August 2023.
  
  This matter was resolved in the amount of $999.00. A check (no.: *****) in the amount of $999.00 was mailed to the customer on 9/19/23 and cashed 10/2/23.
  
  This matter should be closed.
  
  Thank you,
  ******** *.

• Initial Complaint

  Date:09/12/2023

  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.

  Initial date of trying to get a busted hot water heater repaired was Aug 2, 2023. I did an online request. Didnt hear anything so called Home Warranty of America to see if the request was recieved. It was and they were tryin to get a repair man in our area. I pay monthly premiums to have this service. After another week goes by I contacted them again. I was told I could get my own repair man and they would reimburse me. I told them I pay them to find repair persons. So he told me they would work on it. After another week called again and was told they still didnt have anyone to come out. Again I was told I could get my own person and they would reimburse me. I told them those people wont work for them and and dont have time to hang on the phone for permission, he said the technician didnt have to submit the work. I could. So I agreed to find someone because we had been without hot water for 20+ days. We found someone right away. We took pics, of the old and new hot water heaters. The reciept for purchasing the new hot water heater and the invoice for the total amount due. Sent it all in and was waiting for reimbursement. The first text said we needed the reason the hot water heater quit. And the label on the hot water heater. We had already sent but sent again. Today, 9/12/23 the home warranty person said we were denied and could appeal the process. We were denied because the technician didnt get prior approval and I told them I got the prior approval to proceed. We just want our rightful money paid back, as per the contract we entered in with home warranty of America to fix our appliances and such if we pay a monthly insurance fee to them.

  Business Response

  Date: 09/18/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their water heater claim (no.: 10116469).
  
  On August 4, 2023, the customer placed a claim stating that there was no hot water. *** dispatched the claim to our vendor network but due to higher demands than normal, we experienced delays locating a technician to accept the work order. On 8/24/23, the customer elected to use a technician of his choosing and submit for claim reimbursement. A form was then sent to the customer with instructions on how to move froward.
  
  1. Reimbursement is only available for covered repairs.
  2. You are required to get authorization from HWA before commencement of any repairs.
  3. For heating and air conditioning claims photos will be requested. To avoid any delay in processing your claim, please ensure your Service Provider takes pictures of the name plate and the inside and outside unit.
  4. Your technician MUST submit a complete diagnosis online at www.hwaclaims.com. This department is only open during normal business hours.Failure to obtain authorization before repairs commence will cause a forfeit of your right to receive reimbursement from HWA.
  5. Your Service Fee will be deducted from the total reimbursement amount.
  6. Please allow 30 days to receive your check.
  
  Although, upon receipt of the technicians diagnosis, it was determined that the unit was already installed on 8/25/23 prior to obtaining authorization from HWA. Per section III. Service Calls (D) of the user agreement, We will not reimburse for any services performed without Our prior approval.
  
  A claim determination letter was sent to the customer with the option to appeal. However, no appeal was made. Furthermore, the reimbursement form clearly states, Failure to obtain authorization before repairs commence will cause a forfeit of your right to receive reimbursement from HWA. Therefore, there is no reimbursement due to the customer at this time.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 09/23/2023

  
  Complaint: 20591747
  
  I am rejecting this response because;

  We waited for person, persons to send a technician. We were originally offered to get our own technician and we refused. I states to Home Warranty their responsibility was to find a technician for the job. They said they would continue to look and we ended the call. When no one called or notified us of any progress, I called back. When I spoke to a gentleman he said they still didnt have a technician in our area. I told him we had been without hot water for almost a month. He said we could offer you the option of finding your own technician and we will reimburse you. I explained that a technician wasnt gonna call them and get approval, They didnt work for them. He stated a technician didnt have to contact them, I could. I said so I can do the stuff online and we can get reimbursed. He said yes. He told me to find a technician and give them a call. So we did: I did  the online stuff. We submitted and didnt hear anything back. So the technician installed the hot water heater. It was not repairable. We thought everything was fine, didnt hear from home warranty until a few days later. So we are owed what we paid and I want to stop our business with them for breach of contract. 

  
  
  Regards,
  
  ***** And *********************

  Business Response

  Date: 10/03/2023

  **********************,
  
  We apologize that the customer is still dissatisfied.Although, please be advised that the reimbursement instructions were not followed. The form clearly states, You are required to get authorization from HWA before commencement of any repairsand Failure to obtain authorization before repairs commence will cause a forfeit of your right to receive reimbursement from HWA. Please also refer to the current user agreement Section III. Service Calls **** We will not reimburse for any services performed without Our prior approval.Therefore, there is no reimbursement due to the customer at this time.
  
  Should the customer opt to terminate coverage, there is no refund due at cancellation as the customer is a monthly policy holder and did not prepay for coverage.
  
  Nevertheless, HWA will offer the customer a full refund of the paid policy premium in the amount of $330.00 (6 x $55.00) with cancellation as resolution to his complaint. 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,
  ********************
  

  Customer Answer

  Date: 10/06/2023

  
  Complaint: 20591747
  
  I am rejecting this response because:

  I did everything that I was told to do with the vendor, On 8/25/23. I was emailed the photos asked for and even got a second email asking for me to give a review of the reimbursement process. 
  Not to mention starting on 8/04/2023 to 8/24/23 I called three times to get a technician of HWA to be sent. I was offered this reimbursement deal twice. Upon sending the info to HWA on August 25th, it was 9/07 before I received another email besides the survey email. 
  I feel like if *** would have done the job we were insured for we wouldnt be in this predicament to begin with. I think we are owed more than a the payment amounts we were billed for: I have worked on this since 8/04/23. *** dropped the ball and now wants to back out of a contract, 

  
  
  
  Regards,
  
  ***** And *********************

  Business Response

  Date: 10/16/2023

  **********************,
  
  Repairs were completed without HWA approval. Therefore,there is not reimbursement due to the customer at this time. Furthermore, a full refund was offered.
  
  There is no further action that HWA can take at this time. We have complied in full with the terms and conditions of our contract. The customer refuses to do the same. Since the customer wishes to escalate this dispute, he needs to follow the procedure for Resolution of Disputes outlined in his contract.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 10/18/2023

  
  Complaint: 20591747
  
  I am rejecting this response because:
  
  
  There was never a full refund offered as said in this correspondence. They are exhibiting poor business practice and a breech of their contract by not finding a technician of their own. I am appalled at the way this company practices business and preys on innocent consumers. There is no trying to work out a compromise on their part to pay for any of the work they had us do. They dropped the ball and are unwilling to even try and make a settlement that both parties could live with.
  Regards,
  
  ***** And *********************

  Business Response

  Date: 10/18/2023

  **********************,
  
  Please refer to our response dated 10/3/23 wherein HWA offered the customer a full refund of the paid policy premium in the amount of $330.00 (6 x $55.00). Should the customer wish to accept the full refund offer please have him email ************************************************ for the repairs he completed without HWA approval, we are unable to reimburse those costs. Per section III. Service Calls (D) of the user agreement, We will not reimburse for any services performed without Our prior approval.
  
  Should the customer wish to escalate this dispute, he needs to follow the procedure for Resolution of Disputes outlined in his contract.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************
  

• Initial Complaint

  Date:09/12/2023

  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 have an existing home warranty policy with this company. Since May of this year, I have had to call them out for HVAC evaluation/repair because of issues with our HVAC system not cooling and under performing. My family and I have experienced extreme heat temperatures inside our home while outdoor temperatures hit record highs for my area. I have a 67-year mother with cancer, a daughter, a son, and my husband who have suffered through this terrible heat. The temperatures inside my home have gone up as high as 88 when the outside temperature hit 109. The two prior companies that have come out failed to find leaks in the coils and clogs our primary drain line. The third company they sent out recommended a replacement of the entire system and they wont give me a response to this recommendation. *** had to send my mother to stay with my sister because it became so uncomfortable for her. The rest of us are all sleeping between two rooms so that we can share fans that weve had to bring inside from our garage or borrow from family. My electricity bill is now projected at nearly $600 from the system pulling too much power and us having to add fans and a portable AC. This is inhumane. The automatically debit my account every month for the cost of this home warranty plan, yet fail to provide the coverage Im paying for and have caused pain and suffering. I need someone from their management team to call me. $575/yr for several years

  Business Response

  Date: 09/20/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 10646863).
  
  Our most recent records indicate that *** spoke with *********** & Heating LLC on 9/19/23. The technician informed HWA that he was scheduled to report to the customers home the same day to perform a nitrogen leak test to confirm the leaks location. Additionally, that upon completion he would provide his findings alongside photographs to support such. *** is pending the requested information at this time.
  
  Thank you,
  
  ******************** 

• Initial Complaint

  Date:09/08/2023

  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 have been with this company for over a year and have submitted 4 claims with all of them being denied and delayed for some reason or another. 2 of the 4 I have moved on with dealing on my own however the other two have not. During the winter months after purchasing our home, we realized that the baseboard heater in the living room was not working, after we submitted our claim, the 1st technician came and provided one result, I guess they were not happy with him so they sent another technician out who they claimed indicated that the heater didn't work because of a power surge. There was no surge, this home just happens to be an other older home. But nonetheless they declined even after an appeal. Now my refrigerator has stopped freezing, tech came and identified problem within 30 minutes I got notification that it was denied due to not being normal wear and tear. Then what would it be, an older home with older appliances, there are no damage being done to the items. Calling customer care is a complete waste of time as they are not concerned about your issue.

  Business Response

  Date: 09/13/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system and refrigerator claims (no.: *******; 10584766).
  
  Heating System (no.: *******)
  Based on the diagnosis received from ******** Comfort Solutions it was determined that due to a recent electrical surge, the radiator shorted out and failed.Therefore, requiring replacement. Per section VII. Limitations and Exclusions (G)of the user agreement, We are not responsible for consequential or secondary damage. This includes but is not limited to, insect infestation, mold, mildew,or bacterial manifestations, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes,fire, freezing, electrical failure or surge, water damage.
  
  A claim determination letter was sent to the customer with the option to appeal and he did. On 11/10/22, the customer spoke with a Case Manager, but the denial was upheld as electrical failures/surge are not covered under the current user agreement. In lieu of the claim denial, HWA offered to cover $100.00 towards repairs, but the customer declined.
  
  Refrigerator (no.: 10584766)
  Based on the diagnosis received from A&E **************** it was determined that the reported failure is excluded from coverage. A claim determination letter was sent to the customer with the option to appeal and he did. A Case Manager attempted to contact the customer on 9/12/13 for their scheduled appointment to no avail and left a voice message for call back.
  
  Please be advised that the current unit is under manufacturers warranty for parts and labor. Per section VII. Limitations and Exclusions **** 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. Therefore, the customer will need to contact their manufacturer directly.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 10/06/2023

  
  Complaint: 20575623
  
  I am rejecting this response because:

  I am still in need of help. My refrigerator has now totally went out and I had to throw out all my food. 

  
  

  I started this complaint a month ago, and after the initial complaint I thought someone would help but here I am a month later still stressed about my unrepaired refrigerator. I purchased a home last year that came with a refrigerator. It randomly stopped cooling and I filed a claim with this company a month ago. The sent out a technician and I was required to pay $100 deductible for them to turn around and deny the claim stating that it doesn't constitute normal wear and tear, after my initail BBB claim they retracted and said its covered under manufacturers warranty. I contacted the warranty company and after going back and forth for days the finally sent confirmation that my unit was not covered. I sent the email to HWA, that stated that they can't accept because it doesn't include model and serial number. I got another email from the manufacturer citing the requested info, the case manager said it was ok and sent it uo only for them to say that the email needs to specify 5 years. I can't get that language from the manu warrany, but why do I need it, The email says that my unit is not covered under any warranty. At this point its like fighting a losing battle, and I am tired of the back and forth with ***. They seem to find any and every reason to reject a claim which is evident with the change of the initial denial reason and something as small as the word Five. There comes a time when you should simple do the right thing by your customers. The employees on the line shows no care or concern. This is a needed item in my household as I am finding it difficult to feed my kids without a fridge.
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 10/11/2023

  **********************,
  
  We apologize that the customer is still dissatisfied. However,upon review of the documentation he submitted it was deemed insufficient as the document did not confirm the compressor and/or sealed system not being under a manufacturers warranty.
  
  Please also be advised that the 5-year manufacturer warranty for the sealed system is still active. Therefore, the customer will need to contact the manufacturer as the policy does not cover failures still under a manufacturers warranty.
  
  HWA requests this matter be closed.
  
  Thank you,
  ******************** 

  Customer Answer

  Date: 10/12/2023

  
  Complaint: 20575623
  
  I am rejecting this response because:
  
  they keep lying about reasons. The refrigerator warranty is saying that I don't have warranty with them and documentation was provided. I this point I have purchased a new Refrigerator. The reviews from other members speaks volume to the type of company I am dealing with. I want my monthly premium returned at this point as I am ready to cancel. Horrible company.
  
  Regards,
  
  ***********************

  Business Response

  Date: 10/16/2023

  **********************,
  
  The customer indicated in his complaint that he purchased a new refrigerator. However, *** did not approve these costs. Per section III. Service Calls (D) of the user agreement, We will not reimburse for any services performed without Our prior approval.
  
  Furthermore, the customer requested a refund of all premiums paid. Please be advised that the customer is a monthly policy holder and did not prepay for coverage. Therefore, should he opt to cancel there is no refund due at cancellation.
  
  Nevertheless, *** will offer the customer a refund in the amount of $185.85 (3 x $61.95) with cancellation. Should the customer choose to accept as resolution to his complaint, please have him email [email protected] is subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  ********************

  Customer Answer

  Date: 10/25/2023

  [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:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home warranty when I purchased my new home, just in case. Within a short time frame, the dual hit water tanks stopped working. They are 25 years old. I filed a claim and they sent out a technician who confirmed both water heaters needed replacing. The technician refused to do the work due to the company not paying the last few contracts. I was given the option to pay out of pocket and file for a reimbursement. Due to wanting the process to be quick, I agree to front the cost. The warranty company stated after many back and forth communications that they were only paying a portion of the labor costs as they were too high. I stated that is their technician which is why I chose him. They said a rationalization was necessary. I sent over the technicians additional paperwork that two technicians were needed due to the size of the job. The company replied they are not going to pay the installation fees which is covered on my warranty plan. This is a breach of contract as I followed through with everything asked and required.

  Business Response

  Date: 09/13/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their water heater claim (no.: 8367309).
  
  Our records indicate that as of 8/24/23 the customers technician was authorized the complete the repair, which includes part(s). There are non-covered charges due to the technician in the amount of $1,730.00 for any modifications. Per section Exclusions (4) of the user agreement, We are not responsible for providing upgrades, components, parts or equipment required due to the incompatibility of the existing equipment with the replacement system, appliance or component/part, including but not limited to SEER standard, R-410A and/or 7.7 HSPF or higher compliant, as well as any other efficiency required by federal, state, or local governments.
  
  Water Line Modifications: $230.00
  Labor Remaining: $1,500.00
  Total Non-Covered: $1,730.00
  ----------------------------------
  Water Heater (x2): $1,630.00 ($815.00 each)
  Labor: $600.00 ($300 p/hr at HWA rates)
  Disposal (x2): $150.00 ($75.00 each)
  Permits: $40.00
  ************* Call Fee: -$75.00
  Total Covered: $2,345.00
  
  The customer will receive reimbursement in the amount of $2,345.00 upon receipt of a paid invoice. Upon receipt of such, funds will be mailed in the form of a check and are subject to 30 days processing.
  
  Furthermore, the amount of labor for the water heater install was well above industry standard. Therefore, HWA is reimbursing for labor at HWA rate(s).
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 09/13/2023

  
  Complaint: 20571236
  
  I am rejecting this response because:
  
  Home Warranty of America has never provided me this detailed information as I requested previously. The contractor chosen was from your network and the only reason he was initially chosen was to not run into this issue. I have scheduled another technician to come out and provide a quote in hopes that it will align with what you are stating is industry standard. I would appreciate being provided with the full copy of the policy and regulations you are upholding to ensure I am in line with your expectations. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 09/20/2023

  **********************,
  
  We apologize that the customer is still dissatisfied. However, this claim was already authorized for reimbursement in the amount of $2,345.00. Upon receipt of a paid invoice funds will be issued to the customer in the form of a check. As for the policy, a copy was emailed to the customer today.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ******************** 

  Customer Answer

  Date: 09/22/2023

  
  Complaint: 20571236
  
  I am rejecting this response because I received the disclosures and no place does it state that there is a standard rate for technicians. As I hired the technician your company contracted, their rate should be approval minus the cost of the house update requirement for the new water heater. Please show me documentation proving otherwise to substantiate the technicians rate is not approvable within the contract.
  
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 10/03/2023

  **********************,
  
  We have no new information to provide. We have included the items covered by HWA and the items that are not covered in accordance with the current user agreement. Reimbursement has also been authorized and is currently pending as *** is awaiting a paid invoice from the customer in order to issue the funds.
  
  There is no further action that HWA can take at this time. We have complied in full with the terms and conditions of our contract. The customer refuses to do the same. Since the customer wishes to escalate this dispute, she needs to follow the procedure for Resolution of Disputes outlined in her contract.
  
  HWA requests this matter be closed,
  
  Thank you,
  ********************
  

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good Afternoon, Home Warranty of America is refursing to issue a credit they approved over an AC repair. After multiple back and forth, they did not provide further information or help with the repair. They offered a credit and I am willing to accept it now as I decided that i will not push for legal action at the moment. This company is extremely hard to deal with and offer shady business practices and deal. Please inform them that they need to honor their initial credit instead of going to the whole process one more time. They are useless. Complaint number and policy number at Home Warranty of America. Policy #: ********* Claim #: ********

  Business Response

  Date: 09/13/2023

  **********************,
  
  Please be advised that this is a duplicate matter regarding prior bbb complaint no.: ********.*** responded to this matter on 5/25, 6/15, and 6/22. The BBB marked the complaint as answered on 6/23/23.
  
  Therefore, HWA requests this matter be closed.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:09/06/2023

  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.

  We entered a home warranty claim on 8/18/23 due to a non functioning air conditioner. A technician was dispatched to the home and determined a new AC was needed. We are now going on 3 weeks waiting on HWA to move on the claim to proceed. Several attempts with the call center has not resulted in any approvals and we keep being told the claim is under review. Each call center rep is extremely difficult to work with as their English is broken which leads to miscommunication each time. The heat wave that we're experiencing makes the home extremely uncomfortable for the adults, children and animals in our home. We should not have to be waiting for 3 weeks and still not have an update to our claim. We have asked for a supervisor and still have not received any support/help. The call center does not return our call when it says to leave a call back number due to large volume of calls. I am asking for *** to review the claim to approve and move forward. Claim#**********

  Business Response

  Date: 09/13/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced; however, we are unable to locate the customer's policy or claim information based upon the information provided. 

  We attempted to locate the customer based upon their email address, name, telephone number and claim number provided, however no policy or claim information has populated in our system. '

  As such, we ask that the customer either provide the policy number or correct claim number and a response will be issued accordingly. 

  Sincerely,

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

• Initial Complaint

  Date:09/06/2023

  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 paid for HWA for a home warranty. My central air has went out and they are taking their time to fix it. It has been a week and my air still hasn't been fixed. I called this morning and was told they had talked to the technician and I would be receiving a call before end of day regarding when my central air would be fixed. When I called before closing I was told I have to wait for them to hear from the technician (which is a lie because supposedly they talked to them while I was on the phone this morning). I was told I had to wait at least 48 more hours to find out anything. I have been lied to and don't have any idea when my central air will be fixed. I requested a supervisor or manager and was told I could never talk with a supervisor or manager, I would just have to wait for whenever.

  Business Response

  Date: 09/13/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 10581739).
  
  Our most recent records indicate that on 9/12/23, the customers claim was approved for evaporator coil(s). HWA is supplying the Evaporator Coil(s) and covering the technicians labor. There are non-covered charges due to the technician in the amount of $2,375.00 for any modifications. Per section Exclusions (4), of the user agreement, We are not responsible for providing upgrades, components, parts or equipment required due to the incompatibility of the existing equipment with the replacement system, appliance or component/part, including but not limited to SEER standard, R-410A and/or 7.7 HSPF or higher compliant, as well as any other efficiency required by federal,state, or local governments.
  
  The customer accepted the charges today, 9/13/23. HWA will be placing an equipment order and providing the pickup/delivery information directly to the technician. Upon receipt of the equipment, the technician will contact the customer to schedule a repair appointment.
  
  *** requests this matter be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 09/13/2023

  
  Complaint: 20565933
  
  I am rejecting this response because: I called the company today 09/13/23, to ask for an invoice for what I am paying for regarding my hvac and was told I would receive that from the company they are sending to fixing my HVAC.  Why can't the *** provide this?  All they had to do was email it to me.   I only accepted this because I have been without air for 3 weeks. I still plan to file a complaint regarding this because I do not know what they are covering and what I am covering.  I have no idea if they are telling me the truth about whether this is covered.  Apparently I have to wait for the company to come out, pay them $2300 then find hopefully receive a complete statement regarding what *** has covered and what is not covered because the *******'t provide it.
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/20/2023

  **********************,
  
  We apologize that the customer is still dissatisfied. HWA is supplying the Evaporator Coil(s),covering the technicians labor and 3lbs of R410A. Please see below for a breakdown of the non-covered charges the customer is required to pay the technician to complete the repairs.
  
  Evaporator Non-Covered: $450.00
  Refrigerant Line Modification: $300.00
  ******* Insulation: $100.00
  Disposal of Equipment: $150.00
  Liquid Line Filter Drier: $300.00
  Balance Refrigerant: $300.00
  Flue Modifications: $250.00
  Drain Line Modifications: $125.00
  Sheet Metal Modifications: $400.00
  Total: $2,375.00
   
  HWA requests this matter be closed.
  
  Thank you,
  
  ******************** 

• Initial Complaint

  Date:09/06/2023

  Type:Customer Service 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 9/5/2023 I attempted to contact Home Warranty of America several times to cancel our policy due to price increases. All times I was transferred to an automated line that advised that they were busy and would call me back, which never occurred. Staff were plentily available UNTIL I mentioned the reason for my call. As such, we will be forced to stop recurring payments through our banking system, as personal cost. After 6+ years of ***************** for this policy, I am not impressed with the lack of customer service regarding this matter.

  Business Response

  Date: 09/13/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding policy cancellation (policy no. IL03-SA01716820). 

  HWA has since processed a cancellation of the customer's policy effective immediately.  In goodwill, we have also issued the customer a refund in the amount of $83.17 to account for August's paid premium.  The refund will be credited to the customer's credit card ending in **** within 30 days.  

  Sincerely,

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

  Customer Answer

  Date: 09/14/2023

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