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:09/06/2023

  Type:Product 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 called regarding a fridge issue. We were told that they had to order a part. But two weeks later I had not heard anything. Then I was told it would take 30 days to get gift cards to Lowes but Lowes is 180 miles away. They only ten nurses us for half the value of the fridge. We I called to get the status of the payment I continued to get no one that was willing to help or attemp to resolve the issue. Weve been waiting 6 weeks to get this issue resolved. I asked to talk to someone that can help answer my questions and I was told there was no one and they dont have a phone number for a supervisor

  Business Response

  Date: 09/13/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 10173265).
  
  Our most recent records indicate that on 8/30/23 the customer was offered cash back in lieu of replacement in the amount of $986.00 and accepted. Funds are issued via email in the form of a Lowes ****** Card and payment is subject to 30 days processing.
  
  Although, the customer has stated in his complaint that there is not a Lowes within 180 miles of his home. *** is pleased to issue the funds to the customer in the form of a check to use a retailer of his choosing. Payment is also subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 09/13/2023

  
  Complaint: 20563304
  
  I am rejecting this response because:  While a check would be a great step in the right direction the other issue was that we have already been waiting 30 day since the incident of needing to use the home warranty was given. It took two weeks from when the service provider came to visit to notify us the part was discontinued. Then we have already waited two more weeks in the mean time our fridge is unserviceable and food is going bad because we can't keep it cold enough. I attempted 3 times to call and asked for solutions to be able to get the replacement money and was treated poorly by the customer service agents. I was told there was nothing they would be willing to do or could do.  I then asked to talk to a supervisor and was informed that there were none available and they were not provided contact information for me to contact them directly. It has now been 6 weeks since our fridge broke and we are still waiting for the payment. I would be willing to accept the option of a check, but we are not able to wait another ********************************************************************************************************************* directly. 

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

  Business Response

  Date: 09/20/2023

  **********************,
  
  HWA mailed a check (no.:44135) to the customer in the amount of $986.00 on 9/19/23.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ******************** 

  Customer Answer

  Date: 09/27/2023

  [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.  Im still upset about the customer service I was given as well as how the matter was handled by them, however we have received a check for the partial payment of the appliance. Thank you for your help. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/05/2023

  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 been with this company for over a year and a half. I filed a 11/25/22 claim for my washer they came out everything went smooth. I filed another 6/19/23 for water leaking from the furnace. They sent someone out who was very unprofessional. He arrived super late (7pm) when our appointment was for 530. He submitted the claim I got denied. His diagnosis stated I needed a condensation pump. Which turned out that was not problem. But definitely quick to collect the 100 fee. Problem not resolved. I called again 7/1/23 to file another claim for the same issue 7/6/23 was the appointment they gave me I took off work turned out no appointment was scheduled. They came out 7/8/23 and turns out I needed a new unit Ok great! 7/12 I was approved for a evaporator coil and had to pay a fee of **** for a condenser. 7/26 the job was terribly done. At this point I paid a total of **** for garbage. The technician who preformed the job was trash and been to my house at least once a week since 7/26. The case manager assigned to my case refuses to answer my calls and when I get through to someone they hang up of me or its someone new. No one can help me or the technician who is still trying to replace my coil. I have an elderly dog and someone with a medical condition at home and still cant get the correct correspondence to why ** still with out a working unit. Over the weekend with 100 degree weather im left with no working unit and this is the second heat wave my family was left to no ac and suffered. Horrible horrible company

  Business Response

  Date: 09/13/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claims (claim nos. 9211032, 9443423 and 10420561). 

  The customer placed their initial claim for the air conditioning on June 19, 2023 (claim no. 9211032) which was dispatched to ***** *********** Services to submit the diagnosis. Upon inspection, the technician reported failure to the condensate pump.  HWA denied claim coverage as the policy excludes coverage for condensate pumps.  

  On July 1, 2023, the customer placed their subsequent claim for service on the air conditioning (claim no. 9443423). HWA dispatched H&Q Heating and Cooling to submit the diagnosis.

  Upon inspection, *** approved replacement of the evaporator coil and advised the customer of non-covered charges in the amount of $1,497.75 to account for the cost of the upgraded condensing unit, in addition to non-covered charges in the amount of $1,225 to account for the cost of modifications necessitated with replacement, which the customer accepted. 

  Upon return for installation, the technician reported that the customer is having issue with the control board for the furnace. The technician was advised that this would constitute as a heating system issue and the customer would be required to place a new claim accordingly. 

  In addition, the technician reported to HWA that the thermal expansion valve has failed.  As the claim was already approved for replacement of the evaporator coil and condensing unit, a new air conditioning claim for the new failure was placed (claim no. 10420561). Upon reinspection, the technician also reported that the evaporator coil has a factory defect and would need to be replaced via the manufacturer warranty, which HWA approved. 

  However, as the technician was unable to supply the thermal expansion valve, the claim was reassigned accordingly.  Our most recent records indicate that the claim has been reassigned to Super Retroheating and Cooling, LLC with an appointment for Friday, September 15, between the hours of 11-3PM.  

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

  Sincerely,

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

   

  Customer Answer

  Date: 09/19/2023

  
  Complaint: 20556435
  
  I am rejecting this response because: I am still without a working ac unit; ******* did not complete their work, nor did they return the coil. I am not going to pay another 100$ for another technician to come and give me a diagnosis WHEN I DONT HAVE A WORKING UNIT OR A COMPLETE UNIT. I am still with half a unit and fall season is approaching soon. Now there's no telling if my heat is going to work. I'm ****** frustrated with this air conditioner. I want a refund for everything I paid. ******* came out and did half work and have not been back with my coil to complete the job. every time I call to check the status it's a new case manager and no one knows what's the next step. ****** frustrated. 
  Regards,
  
  *********************************

  Business Response

  Date: 10/02/2023

  Dear **********************: 

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

  As a goodwill gesture, *** has offered the customer reimbursement up to $3,926, which is their remaining cap balance for the air conditioning, upon receipt of paid repair invoice, should the customer wish to have the repairs completed by their own technician. 

  The customer may confirm their acceptance by contacting the undersigned via email at *******************************************. 

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

   

   

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ******* could not approve lighting my heater as there was a problem with the appliance. I then called HWA to open a on August 1, 2023. Claim # is ********. August 31, 2023 we still do not have hot water. Aug 3rd an HWA plumber inspected the Water Heater. Aug 7,2023I called to request a status on the replacement. I was advised at that time that the Plumber had not turned in his report. For the next 5 days (August ****) I called the office each day and they responded that they had not received the report, so I did a conference call with both the Plumber and HWA, and the plumber continued to state that he entered the report. I asked if they could assign a new plumber. A second authorized plumber was sent to my home on August 15, 2023. He confirmed that the water heater needed to be replaced. On August 16, 2023, I received a request for my home inspection report, which I uploaded immediately. August 17th I was told that *** asked the Plumber for additional information. August 18th I called the Plumber and they confirmed that all additional information was sent to HWA. So, the cycle began for a second time. It seems that the only way that I am going to get hot water is to go buy the water heater myself. I expect a full reimbursement of the cost to replace my water heater and there really should be compensation for the time that I have spent trying to resolve this issue and the inconvenience that my family has endured for the last 30 days.

  Business Response

  Date: 09/08/2023

  **********************,
  
  Home Warranty of America (HWA)apologizes for any frustrations the customer may be experiencing regarding their water heater claim (no.: 10050334).
  
  Our most recent records indicate that HWA is pending additional information from the technician in order to move forward with the customers claim. *** has requested the technician submit the cause of failure to the unit regarding the burner chamber being compromised and what caused the chamber to fail. 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.
  
  As for the customers request to be reimbursed, please be advised that *** does not reimburse for services performed without prior approval. Per section **************** (2), We will not reimburse for any services performed without Our prior approval.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with Home Warranty of America on 8/11 for my washing machine. They sent someone from ***** out on 8/14 to look at it. The technician had parts ordered and returned on 8/28 to repair it. They were unable to repair it based on another part that needed replacing. When they reached out to Home Warranty of America, Home Warranty of America sent them a notice that due to the cost of the replacement parts, they were going to offer me a replacement machine instead of repairing it. The technician called to update me and said I would get an email from them. I didn't get an email so I checked their portal and they said the claim was closed. When I called, they said they had documented it as fixed. I asked them to reopen the claim and they reassigned it to another company. However, the technician from ***** came back to get the parts and showed me the documentation from Home Warranty of America saying they were going to offer me a replacement machine.Home Warranty of America is now telling me they never received anything from *****, despite me seeing the documentation that Home Warranty of America sent *****. When I called, they would give me no explanation as to why this happened and told me I would need to wait for another technician. Given I've seen the documentation from Home Warranty of America that was sent to *****, combined with them telling me my unit was fixed when it wasn't and ***** clearly documented it wasn't, I don't feel that they are being honest with me. I don't know if or when they are going to fix my unit.

  Business Response

  Date: 09/08/2023

  **********************,
  
  Home Warranty of America (HWA)apologizes for any frustrations the customer may be experiencing regarding their washer claim (no.: 10235623).
  
  Our most recent records indicated that as of 9/5/23 the customer was offered cash back in lieu of replacement in the amount of $863.00. However, the customer declined the offer. Per section Limits of Liability (14), 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.
  
  A Case Manger has been assigned to address her appeal (************** - ************************************* x3673). The customer may contact her Case Manager directly or schedule a claims discussion via the calendly link she received to discuss her concerns.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 09/08/2023

  
  Complaint: 20539715
  
  I am rejecting this response because: I did not reject the cash back option. I asked for cash back instead of a Lowes gift card. I was told on the phone with a case manager a check would be mailed to my house. The communication on your team is horrendous and I feel like Im being lied to and taken advantage of at every turn. Is the check being mailed or not? 
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 09/20/2023

  **********************,
  
  *** is pleased to honor the customers request to issue replacement in the amount of $863.00 in the form of a check. Please allow up to 30 days for processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ******************** 

  Customer Answer

  Date: 09/25/2023

  
  Complaint: 20539715
  
  I am rejecting this response because:
  
  I would like to request that this stay open until the check is issued. I was told 20 days ago that I would have a check issued within the month. After that date I was told through this complaint chain that I had rejected the offer. Throughout this repair I have been told things multiple times just to have home warranty of america later say something different. As such, my faith in them that this request will be resolved is diminished. I am uncomfortable closing out any complaints until their end of the deal is finished.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for a one year warranty, file one claim for a leaky faucet. Company took over four days to reply to the plumbing company. Company refused to pay one element to fix the faucet. Company said they had paid for labor, I agreed to pay for the cartridge needed to fix the faucet. Plumbing company said that the company refused to pay to get faucet fixed and only paid for the diagnosis. Talk to sales manager, who advised me to talk to case manager. Attempted to talk to case manager however, customer service for claims refused me to pass me to the case manager. . Company scammed me out of my insurance as they have been refusing to pay the claims. Four times still leaking In another occasion company said that they would cover a water heater. Water heater broke and began leaking water all over. Company said that they would not pay for an emergency service and refused to disclose that they could pay for an external person to come and fix it. Had to pay **** for something that should have been covered.This is a predatory company that uses everything to scam their clients out of money and refuse to pay for fixes. I am a disable veteran and dont know if they target me because of this

  Business Response

  Date: 09/13/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 10418524) and the sump pump claim (claim no. 9966760). 

  On August 22, 2023, the customer placed a claim for the plumbing system stating that the faucet will not close, and water is leaking.  *** dispatched 1st Response Plumbing & Flood Damage to submit the diagnosis. Upon inspection, the technician reported that the shower valve cartridge requires replacement. 

  The technician reported that the brand name of the shower cartridge is ****, which is covered under their lifetime manufacturer warranty. As such, *** provided the technician with authorization to cover the cost of labor to install and advised that the customer would be required to contact **** for the replacement part accordingly. 

  As per section 12 of the Limits of Liability of the **** 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." 

  With respect to the sump pump claim, the customer placed the claim on July 27, 2023, stating, "Water heater had an emergency water leakage and had to get a technician to stop the leakage. Called and told that since it was an emergency it was not covered." 

  As per section 2 under **************** of the **** Agreement, "We have the sole right to select the Authorized Repair Technician to perform the Service. We will not reimburse for any services performed without Our prior approval." 

  As such, the customer's request for reimbursement was denied based upon the terms set forth in their contract.  No further action will be taken. 

  While we regret to hear of the customers frustrations, HWA has abided by the policy terms and conditions and requests this matter be closed.

  Sincerely,

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

• Initial Complaint

  Date:08/30/2023

  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.

  Dont even know where to start , I have struggled and fought with home warranty of America for months and it has been a complete NIGHTMARE I would never recommend this company to anyone on this earth. I have so many issues , current issue I got a call from the repair company that repair my furnace Jan of this year - they never got paid by home warranty of America for repair !! ( yes it is covered in my plan ) now the **** is in my name ! Company told me I had to pay or it would get handled with their attorney! Unbelievable- when I called home warranty of America several times they said not to worry and it will get handled that they called and left voice mails I called the company 4 times already today and they have never received any calls !! Emails ! Nothing !customer service refuses to let supervisor or anyone contact me - and when they do the supervisors say the same thing working on it for monthsssss issue 2 - ac has been out for 2 months - no action! They say still looking for a technician which is a lie ! I could call one and have them out the same day ! This company is. SCAM I want my money back that I have put into this company!!!! ASAP !!

  Business Response

  Date: 09/08/2023

  **********************,
  
  Home Warranty of America (HWA)apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 6660489).
  
  Our most recent records indicate that as of 8/30/23 HWA agreed to reimburse the customer in the amount of $90.00. Funds will be mailed to the customer in the form of a check. Please allow up to 30 days processing. The customer also terminated coverage the same day. As the customer was a monthly policy holder and did not prepay for coverage, there was no refund due at cancellation.
  
  As for the customers request to no longer be contacted, we have sent an expedited request to our ******************** to place Ms. ******** information on our do not call/do not email list. Please allow up to 30 business days for the information to process.
  If ****************** continues to receive solicitations, please forward the phone number and/or forward the email that they received to ******************************************** subject line Continued Solicitation BBB Complaint ID ********, so we may revisit the issue.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:08/29/2023

  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.

  Two weeks ago we filed a claim about our washer leaking, we filed a claim and *************** came out and looked at it. Later that day Home Warranty of America emailed me and told me that they were going to replace or issue a ****** eGift card. When I was making my decision as to what we would do, I clicked on the link to see how much the gift card was for, and by doing so I was told that I accepted the eGift card (with a very low amount) I felt tricked and deceived but also resigned myself to the fact that this was now my fate. However, at this point two weeks later we haven't received the gift card and when I call to check the status I get a run around from call center employees not knowing what to do. I am tired of spending my time at the laundry mat (and spending the extra money to wash my clothes) instead of with my kids and would like a so a quick resolution to this.

  Business Response

  Date: 09/06/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their washer claim (no.: 10314166).
  
  Based on the diagnosis received from A&E *************** the customer was offered cash back in lieu of replacement in the amount of $343.00.Notification to begin the replacement process was emailed to the customer on 8/19/23 and the customer accepted the offer.
  Per section Limits of Liability (14), 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.
  
  Funds will be issued to the customer in the form of a Lowes ****** Card. Please be advised that payment is still pending and is subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:08/29/2023

  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.

  My pool pump quit working 5/2/2023. I called American Home Warranty and reported the (covered) issue. July 6th "Pool Geniuses" installed a new pump that was defective.HWA doesn't want to pay them for an unfinished job so they (Pool Geniuses) won't do anything else.Consequently, I have a 22 thousand gallon pool slowly going toxic.I have called HWA several times to no avail. I asked for a supervisor the last two times and was told there aren't any available.

  Business Response

  Date: 09/06/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their pool spa claim (no.: 8416719).
  
  Based on the diagnosis received from Pool & Spa Geniuses, LLC, *** authorized the technician to replace the pump. On 7/10/23,the technician informed *** that the repairs were completed and reported the unit in working order.
  
  Although, on 7/25/23, the customer informed HWA that he was still experiencing the same issues. *** recalled the claim back to Pool &Spa Geniuses, LLC. Per section **************** (5) of the user agreement, ** Services provided under this Contract should fail, We will provide for the necessary repairs without an additional Trade Call Fee for a period of 30 days on parts and 30 days on labor from the date the Services were materially complete. However, please accept our apology as the technician informed *** on 8/29/23 that he was unable to complete the recall. 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.
  
  As a result, the claim was placed back in our vendor network to be reassigned but are currently experiencing delays locating a technician to accept the work order. Once a technician accepts the work order the customer will be notified with the technicians contact information and appointment details.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:08/29/2023

  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.

  Called claim in on around 5/17/2023. Today is 8/29/2023 and still no AC.

  Business Response

  Date: 09/06/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 8770263).
  
  Please also accept our apology for the delay in completing the repairs. As an alternate resolution, *** would like to offer the customer reimbursement in the amount of $1,369.44 upon receipt of a paid invoice. This is the amount that we authorized to the previous technician Tri-County HVAC/R & ************ who failed to complete the repairs. Per section Limits of Liability (15), Authorized Repair Technician: You understand and agree that We are not a contractor. We will not be the Authorized Repair Technician and We will not perform the Services under this Contract. We engage third-party, independent contractors to service homes under the Contract. We will subcontract with Authorized Repair Technicians that meet Our standards. You understand and agree that We: (i) are not liable for the negligence, omissions, or other conduct of the Authorized Repair Technician; and (ii) are not an insurer of the Authorized Repair Technicians performance.
  
  This constitutes the cost for the coil with half of the costs towards labor. Should the customer choose to accept as resolution to his complaint he may email [email protected] are mailed in the form of a check and subject to 30 days processing.
  
  Thank you,
  
  ********************
  
  

• Initial Complaint

  Date:08/29/2023

  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.

  Claim Number ******** was created on August 6 for my washing machine which was making very loud unusual noises. ***'s technician came on August 10 for diagnosis and indicated that a part needs to be changed. He came back on August 17 to change the part however broke other parts in doing so and said that he submitted the details to HWA on the same day. After extensive follow *** with ***, I received a replacement offer for Lowes gift card for $343. However this amount is not enough to buy any replacement washer and is very unreasonable. I went to my nearest ****** and they lowest price washer they had was $648 + tax. ***'s outsourced customer service is very unhelpful and unwilliing to escalate to find a proper resolution. I have paid thousands to HWA overtime and now that I have a claim, they are not providing enough for a proper replacement. Not to mention, their delayed processing time has caused much inconvenience of being without a washer. My desired resolution would be to receive a check to realistically cover the cost of a new washer.

  Business Response

  Date: 09/06/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their washer claim (no.: 10133251).
  
  Based on the diagnosis received from DFW ****************** HWA offered the customer cash back in lieu of replacement in the amount of $343.00.Notification was emailed to the customer on 8/22/23 with a link to begin the replacement process. Although *** did not receive a response from the customer regarding the offer.
  
  The customer stated in his complaint that he does not agree with the offer. Per section Limits of Liability (14), 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.
  
  Nevertheless, HWA will increase replacement to $499.99. Funds can also be issued in the form of a check so the customer may use them at a retailer of his choosing. Should the customer choose to accept he may email [email protected] is also subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************