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:02/27/2025

  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 a home warranty with home warranty of America. I pay $78.85 per month. have been a customer for roughly 19 years. I had an issue with my main heating system on February 5th 2025. I called them up to file a claim. paid my deductible. the technician that came in recommended buying new. it was reassigned to another technician which I completely understand. they could not do the work. it was reassigned a third time. that technician said they would have to replace the heating elements or buy new. they had trouble finding the elements and according to home warranty of America that was a refusal to complete the work and it was reassigned for a fourth time. in between that third and fourth time I was on the phone with these guys trying to figure out what was going on because this is winter time in ******* during a polar vortex event and small kids in the house with the heat of low 50s. they claim they were able to find the elements and by that third ****** saying they couldn't they wrote that off as a refusal to do the work. they said they found the elements and I asked why don't they reassign that last ****** and they said they don't do business like that assigned it to yet a fourth ****** because he had to verify the elements were bad. that gentleman came out verified the elements were bad. gave them a price he received a call from home warranty trying to negotiate the price of the elements and the labor rate. he recommended buying new also. he was questioned on what happened. and home warranty denied the claim saying they're not paying for anything. which seems so unethical. I am not pushing for a new boiler only a working boiler and boilers are covered by the home warranty that I purchased and is taken out on a monthly basis with their premiums. they're very combative have a whole team of case managers denying claims. and now we're here almost a month later still no heat and a denied claim. I do have emails that support above notes if needed.

  Business Response

  Date: 03/04/2025

  ******** *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 17587253).
  
  After further claim review, *** has agreed to replace the customers boiler. On 2/28/25, we reached out to NSX Heating & Air Conditioning for pricing. However, the technician informed *** that he was on vacation and unable to confirm such for roughly 7-10 business days.
  
  Therefore, *** emailed the customer the same day and proposed the option to await our technicians pricing to replace the boiler or to proceed with a technician of his choosing for reimbursement up to $5,000.00 upon receipt of a paid repair invoice. Please be advised that this is the maximum system payout per the contract term. Please refer to section Limits of Liability (17) of the Service Contract, Remedies: You understand and agree that Your sole remedy under this Contract is the recovery of the cost of the covered repair or replacement, whichever is less. You understand and agree that, in no event, will Our liability exceed $5,000 per Covered Item
  
  As of 3/3/25, the customer opted to await our technicians pricing, and the information is pending at this time.
  
  Thank you,
  ******** *.
  

  Business Response

  Date: 03/04/2025

  ******** *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 17587253).
  
  After further claim review, *** has agreed to replace the customers boiler. On 2/28/25, we reached out to NSX Heating & Air Conditioning for pricing. However, the technician informed *** that he was on vacation and unable to confirm such for roughly 7-10 business days.
  
  Therefore, *** emailed the customer the same day and proposed the option to await our technicians pricing to replace the boiler or to proceed with a technician of his choosing for reimbursement up to $5,000.00 upon receipt of a paid repair invoice. Please be advised that this is the maximum system payout per the contract term. Please refer to section Limits of Liability (17) of the Service Contract, Remedies: You understand and agree that Your sole remedy under this Contract is the recovery of the cost of the covered repair or replacement, whichever is less. You understand and agree that, in no event, will Our liability exceed $5,000 per Covered Item
  
  As of 3/3/25, the customer opted to await our technicians pricing, and the information is pending at this time.
  
  Thank you,
  ******** *.
  

• Initial Complaint

  Date:02/26/2025

  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 called them on December 5, 2024 to cancel my policy and they tried to talk me out of it. But I already have coverage They withdrew 60 automatically out my consent on February 23, 2025 I called them again and they said that they gave me 2 free months but I cancelled on December 5 2024

  Business Response

  Date: 02/27/2025

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding cancellation of service contract (contract no. 535572360). 

  Our records indicate that the customer contacted *** on December 16, 2024, to terminate coverage.  As a gesture of goodwill and to retain the active contract, *** offered a waiver for two (2) months of premiums, which the customer accepted.  

  On February 24, the customer terminated coverage, and *** authorized a refund in the amount of $60.40 to account for payment of February's premium.  The refund will be credited to their card ending in 4905 within 7-10 days. 

  HWA requests this matter be closed.  

  Thank you,

  **** *.
  Consumer Advocate 

   

• Initial Complaint

  Date:02/24/2025

  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 currently have water backing up into my basement. *** assigned the work to a vendor that has only one-star reviews on ****. Literally every review there says that this vendor either absconded with the money without completing the repair, damaged the homeowner's property, or both. What's more, the vendor would not be available for four days. They offered to find another vendor, but said that this would cause further delays. If I hire my own technician, their policy is that the technician must submit a claim on their website and wait for their approval before beginning the repairs. Obviously this is unacceptable given the urgency of our problem.I have been an *** customer since 2016. They have frequently been difficult to deal with and have delayed fulfilling orders many times. Since they were purchased by ***, they have become impossible. I want them to pay for the repairs that my technician will undertake, or a full refund of premiums paid on my current contract along with cancellation of my policy with them.

  Business Response

  Date: 02/25/2025

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced; however, *** is unable to locate the contract holder based upon the information provided. 

  As such, *** requests that the customer provide identifying information such as the claim or contract number(s) and a response will be issued accordingly. 

  Thank you,

  **** *.
  Consumer Advocate 

• Initial Complaint

  Date:02/21/2025

  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.

  *** is refusing to repair a leak, as there tech wrote out the wrong information, using incorrect wording. This has resulted in *** refusal to repair leaks that are above my living area and can cause more damage to the living structure.

  Business Response

  Date: 02/25/2025

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the limited roof leak claim (claim no. 17697149). 

  Our records indicate that the customer placed their claim for service on February 13, 2025, stating that the roof is leaking.  HWA dispatched Acut Above Builders & Renovation to the customer's home to submit the diagnosis who reported that the tiles are broken and shifted with recommendation of partial roof replacement. 

  Based upon this information, *** issued the claim determination stating, "...it has been determined that the roof will require a partial replacement to resolve damage. Please refer to section E3 of your policy. Your policy has the following exclusion, if roof must be partially or completely replaced to effect repair, this coverage does not apply." 

  The customer placed an appeal prompting assignment of a Case Manager, and it was explained that the claim will remain non-covered as partial roof replacement are excluded.  Furthermore, *** provides coverage for, "shake, shingle, and composition roof leaks" and therefore repair of tiled roofing is not included under the terms of coverage.  

  No further action will be taken. 

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

  Thank you,

  **** *.
  Consumer Advocate 

  Customer Answer

  Date: 02/25/2025

  
  Complaint: 22973677
  
  I am rejecting this response because:I feel that some part of the repair of the leak should be covered HWA is just finding anything they can to not pay out anything. Thats why they have poor ratings, I will like to request a second option from another roofer of my choice, and I would like to be able to submit that paper work to *** for repair. Has they fixed another leak on my roof, and the tiles where not an issue at the point.
  
  
  
  Regards,
  
  ******* *****

  Business Response

  Date: 02/26/2025

  ********* *.,

  HWA is sorry to hear of the customers continued frustrations;however, *** provides coverage for shake, shingle, and composition roof leaks".  Therefore, the claim will remain non-covered as the home has tiled roofing, which is excluded under the terms of coverage.

  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 the contract.  

  HWA requests this matter be closed. 

  Thank you,

  **** *.
  Consumer Advocate 

   

  Customer Answer

  Date: 02/26/2025

  
  Complaint: 22973677
  
  I am rejecting this response because:
  
  
  They have preformed work on my roof before, and it has never been a problem or an issue. I ask that the repair the leaks. Or provide me a full refund so I can get this fixed, since now all of a sudden after the repaired a leak before its an issue, Im not asking for them to repair my tile roof or the tiles Im asking them to repair the leaks which are covered. 
  

  HWA is acting more like a Gaint corporate bully, doing as they please when they please.

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

  Business Response

  Date: 02/27/2025

  ********* *.,

  With respect to the prior limited roof leak claim, our records indicate that the claim was placed on March 15, 2023, stating that there is a roof leak above the garage.  The customer opted to use the Claim Reimbursement Process which allowed them to select a technician of their choosing to submit the diagnosis for claim evaluation. 

  CHW received the diagnosis on March 20 which reported that the underlayment is worn which caused water to leak.  However, their technician did not report that the roof was tiled and therefore, based upon the information provided, *** approved the claim for coverage.

  Under the most recent claim for coverage, the diagnosis reported that the roofing is tiled with recommendation of partial roof replacement. As such, the claim remains non-covered accordingly.

  With regard to the customers request for a full refund, should the customer wish to proceed with cancellation, they will be refunded in accordance with section I(2) of the User Agreement, If You cancel at any time after the first 30 days from the Order Date, We will pay You a pro rata refund of Your paid Agreement Fee for the unexpired term at the end of the month of which You cancelled less any Service Costs incurred by Us. In addition, You shall be responsible for an administrative fee of the lesser of $50, or such amount as is permitted by law.

  There is no further action HWA will take.

  Since the customer wishes to continue their dispute, they may refer to the procedure for Resolution of Disputes.

  This matter should be closed.  

  Thank you,

  **** *.
  Consumer Advocate 

  Customer Answer

  Date: 02/27/2025

  
  Complaint: 22973677
  
  I am rejecting this response because:
  
  *** is only in the business to take peoples money, but never willing to fix the issues, I kindly request contact to *** legal department so legal papers can be served. As pictures were provided to *** during the first claim that shows the roof was tile.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:02/20/2025

  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 a home warranty which states that built-in dishwasher is covered for all components and parts. (F. in the contract). It was determined that they would replace the item. I was offered a gift card to purchase one through ****** for $246. The CHEAPEST dishwasher on line is $299. My current dishwasher was not the CHEAPEST. The contract states that a comparable appliance will replace it. The "kit" that is part of the dishwasher is included in the delivery and installation for $199. When I incurred a similar problem last year with a clothes washer, I, once again, had to go through a case manager. She offered an additional $100 to help with delivery. If *** wants me to get the cheapest model they should minimally cover that amount - $299 and I am willing to split the kit/delivery/installation charge of $199. A reasonable settlement would be $399.

  Business Response

  Date: 02/21/2025

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 17291027). 

  Our records indicate that *** approved replacement with a buyout in the amount of $246. 

  In accordance with 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 (replacements will be of similar or equivalent quality and efficiency to those being replaced...We are not responsible for upgrading
  or matching color or brand) 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 requesting *** increase the amount to $490.98 to account for retail replacement cost with installation and parts, and it was explained that *** offers cash back at Our cost for replacement, which may be less than retail. Therefore, the buyout was not increased accordingly. 

  Nonetheless, in goodwill, *** is pleased to offer the customer a buyout increase from $246 to $349 as a final offer.  The customer may confirm their acceptance by emailing *******************************************************************************.  Upon acceptance, a check will be mailed in lieu of a ****** eGift card which will allow the customer to shop at the retailer of their choosing.  All payments are subject to 30 days processing. 

  No further action will be taken.  

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

  Thank you,

  **** *.
  Consumer Advocate

  Customer Answer

  Date: 02/21/2025

  [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:02/17/2025

  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.

  We have a Thermadore freezer that was not cooling properly and the unit was getting warm by the compressor. The water coming out would get warm and the entire freezer would warm and defrost. I submitted a service request to repair per the contract. The technician came out. He did not speak english so that made it nearly impossible to relay the issues. We had to use a translator app and that was difficult at best. He opened up the freezer and looked at the compressor section and then closed it and collected his service fee. He typed in the translator that it would be 3-7 days to fix it. I received an email from HWA that the claim had been closed and I was to hire my own contractor to provide access to have the unit fixed and they would provide me $500 to do so. Per my contract, the unit is completely covered. Access is covered to $500 however any appliance repair technician should be able to access a kitchen freezer, diagnose the issue, and fix the issue. It is unacceptable to have the customer do all the legwork to fix their own appliance when they have a home warranty. Furthermore, a contractor should be able to communicate clearly so that a proper diagnosis can be made. Not one claim I have made on this warranty has been honored. I have made 3 requests and not one of them has resulted in an actual diagnosis. I have had to hire my own people to diagnose and fix all 3 items and it cost me less then the home warranty for all of them. It is unacceptable to assign work to vendors who are not qualified or capable of proper diagnosis and then collect fees for just showing up to the house. I am requesting my service fee and the entire cost of the contract as the items I have requested be fixed have not been and they were covered under my contract.

  Business Response

  Date: 02/18/2025

   

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

  Our records indicate that the customer placed their claim for service on February 11, 2025, stating that the unit is not cooling properly. HWA dispatched **-********* - ******* TX to the customer's home to submit the diagnosis. Upon inspection, the technician reported that they are unable to properly diagnose the issue as the refrigerator is built in and inaccessible. 

  Based upon this information, HWA informed the customer that they may contract with their own technician to have them remove the unit and HWA will provide reimbursement up to $500 with a paid invoice for access in accordance with section G(2) of the User Agreement, "We will pay up to $500 to provide access to Covered Items through roofs, unobstructed walls, ceilings or floors, concrete covered, embedded, encased or otherwise inaccessible Covered Items. We will return the access opening to a rough finish condition, subject to the $500 limit." 

  With respect to the customer's request for reimbursement of the service fee, the service fee is required for each claim placed regardless of claim outcome in accordance with section B(4) of the User Agreement, "You will pay a Service Fee for each Covered Item service request You submit to Us." 

  With respect to the customer's request for a full refund, the customer is not entitled to a full refund upon request for cancellation in accordance with section If You cancel at any time after the first 30 days from the Order Date, We will pay You a pro rata refund of Your paid Agreement Fee for the unexpired term at the end of the month of which You cancelled less any Service Costs incurred by Us. In addition, You shall be responsible for an administrative fee of the lesser of $50, or such amount as is permitted by law." 

  Nonetheless, in goodwill and in lieu of moving forward with the claim, HWA is pleased to offer the customer a full refund in the amount of $1,240 with cancellation.  Should the customer wish to accept as resolution to this matter, they may email ******@******************.***.  

  Thank you,

  Lori J. 
  Consumer Advocate

  Customer Answer

  Date: 02/18/2025

  [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:02/14/2025

  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 a home warranty plan that was included in the price of my home in April of 2023. I renewed it in January of 2024 and the policy is good until June 2025.
  
  I have had many issues with the company assigning techs that are rude and/or don’t show up. But things have been fixed, or at least “good enough” up to this point.
  
  Recently(December 24 2024) I filed a claim for my dishwasher, initially the tech came out and realized he needed a different part. He ordered it. He came back fixed it and then realized that the circulation pump was bad. He put in for the authorization to fix it. It was authorized, he ordered the replacement part from ****. (He told us this so he could “save money” ) He put in the new pump. 2 days later my dishwasher is not working. I contacted HWA and they stated the tech will come out to repair. 2 days later I get a letter saying due to unforeseen circumstances my claim has been reassigned. The new tech came out and said the circulation pump needs replaced, he puts it in the HWA system to get authorization.
  
  HWA denied the claim saying the circulation pump going bad is not covered as it’s not normal wear and tear.
  
  While I understand normal wear and tear conditions, it is not my fault the first tech ordered a non working part and/or installed improperly. And the circulation pump was authorized by HWA the first time.
  
  And now I am out the money from the service free and the money it will cost to buy a new dishwasher. When the contract states that if it can’t be repaired, the item would be replaced.
  
  When I called the company to try to fix the situation they said they don’t cover tech negligence. But they should if these techs are contracted through HWA and need authorization before completing repairs.

  Business Response

  Date: 02/17/2025

  
  
  Home Warranty of America (HWA)
  apologizes for any frustrations the customer may be experiencing regarding
  their dishwasher claim (no.: ********).
  
  After further claim review, HWA HAS
  offered the customer cash back in lieu of replacement in the amount of $357.00.
  Please refer to section G(3) of the Service Contract, “We reserve the right to
  offer cash or cash equivalent in lieu of repair or Replacement in the amount of
  Our available wholesale cost (which is less than retail) to repair or Replace
  any Covered Item. Cash or cash equivalent offered in lieu of repair or Replacement
  does not include the cost of shipping, tax, or installation. When cash or cash
  equivalent is issued to Replace a Covered Item, You may not make subsequent
  claims on such Covered Item for 1 year from the date of issue.”
  
  Notification was emailed to the
  customer today (2/17) with a link to begin the replacement process. Funds are
  issued in the form of a ****** E-Gift Card and subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.
  

  Customer Answer

  Date: 02/18/2025

  [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:02/12/2025

  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 oven went out December 21, 2024. I called home warranty of America and I was informed the company I had come out before to work on it they said they dont work with them anymore and they wouldnt tell me why. I finally got someone to tell me why it was because they havent been paying that company for their work. So I paid out of pocket for that company to come and diagnose what was wrong with my oven. The main board went out and it cost too much to fix on my own to replace it I might as well buy a new oven for the cost. So I called home warranty of America again and I had to have a company they work with come out and diagnose the same problem which I paid $100 more for Home warranty of America wouldnt fix it they said they will replace it. When I got the email that same day I went to Lowes thinking I could get a new stove because the email didnt say anything about waiting, just to accept the amount to go buy a stove when I went to accept the Lowes gift card I went to go see the amount and it was only for $338 on a Lowes gift card. I accepted and it told me I had to wait 30 days to get the money. ***** is having a sale on their appliances and I cant buy one because of having to wait 30 days for the gift card. I called home warranty of America on 2/12/25 and I was upset because I have to pay out of pocket for the rest of the stove which costs $611 plus fees and taxes and that came out to over $800 and because they didnt give me enough money to buy one that is comparable to what I have I have to pay the rest of the amount and I also have been without a stove for two months. They said that is what they felt my stove was worth and that was all they were giving me.

  Business Response

  Date: 02/13/2025

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the oven claim (claim no. 16960274). 

  Our records indicate that *** approved replacement with a buyout in the amount of $338. 

  In accordance with 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 (replacements will be of similar or equivalent quality and efficiency to those being replaced...We are not responsible for upgrading or matching color or brand) 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 was provided with the option of accepting with a ****** eGift card being issued within 30 days or the option of placing an appeal which would prompt assignment of a Case Manager for appealing handling.  The customer accepted the funds in lieu of placing an appeal. Therefore, the ****** eGift card is processing which can take up to 30 days. 

  Nonetheless, should the customer wish to receive a check in lieu of the eGift card, which will allow them to shop at a retailer of their choosing and/or purchase the replacement unit now while they await receipt of the funds, they may email *******************************************************************************.  All payments are subject to 30 days processing.  

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

  Thank you,

  **** *.
  Consumer Advocate 

   

  Customer Answer

  Date: 02/13/2025

  
  Complaint: 22932542
  
  I am rejecting this response because: Im more upset with not getting the funds in a timely manner. It should not take 30 days.  It should not take that long to receive money to replace an item. Ive been without an oven for 2 months I need that money now so I can get my oven that is currently on sale. 
  
  
  
  Regards,
  
  ******** *****

  Business Response

  Date: 02/14/2025

  ********* *., 

  HWA is sorry to hear of the customer's continued frustrations; however, CHW is unable to expedite payment processing.  

  Although payments can take up to 30 days processing, the funds are typically issued within 2-3 weeks from the date of acceptance.  

  Alternatively, *** has offered the option of a receiving a check in lieu of awaiting receipt of the eGift card, which at times arrives faster than the eGift card and also allows the customer to purchase the unit now while they await receipt of the payment. 

  There is no further action for HWA to take.  We request this matter be closed.  

  Thank you,

  **** *.
  Consumer Advocate 

   

• Initial Complaint

  Date:02/05/2025

  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.

  Shortened version of the latter attachment:
  Paid to have dryer fixed due to noise coming from it. HWA had ****** ********* come out to fix it. Was informed a noise could still come from it, but it should go away. Within a week, a second issue with the steam cycle came to be, company came out and fixed the steam cycle, but left a huge water mess, from not connecting the hoses back correctly. When they left the dryer was again making a loud noise. I was told to wait it out and let the parts wear in. This all start back in September 2024, and the noise has still not gone away. I have not only messaged the ****** ********* company but also reach out to a escalation manager with HWA several times ( first few were responded to) and now 3 emails Have not been responded to. I have paid a total of $150 ($75 for each issue), however the noise is still present and never went away. The warranty on the noise issue to be fix was in effect when we first reach out multiple times and were denied any help. We want the dryer noise to be fixed, and by a different company HWA uses, other than ****** ********* (so we should not have to pay another service fee of $75 since the original issue we paid for was never resolved). If they can't provide that we are requesting a refund of $75 since the noise issue never went away. Please do not close this case without our permission with a satisfactory resolution.

  Business Response

  Date: 02/05/2025

  
  
  Home Warranty of America (HWA) apologizes for any frustrations
  the customer may be experiencing regarding their dryer claims (no.: ********* ********* **********
  
  On September 17, 2024, the customer placed a claim (no.: ********* stating when
  she turned the dryer on it made a loud screeching noise while in use. HWA dispatched
  the claim to our vendor network and scheduled ********* **** ********** for
  9/24/24. However, the customer did not agree with the appointment time and
  requested we reassign the claim. Please refer to section B(6) of the Service
  Contract, “We have the sole right to select the Service Provider.” Although we
  honored her requested and reassigned the claim to Appliance Heroes Inc. for
  9/23/24. Although on 9/20/24, the customer cancelled the work order stating the
  noise stopped. As a result, the claim was closed.
  
  On September 20, 2024, the customer contacted CHW back and
  placed a new claim (no.: ********) stating the dryer was screeching while in use. HWA dispatched
  the claim to our vendor network and scheduled ****** ********* for 9/24/24.
  Based on the diagnosis received, HWA authorized the technician to replace the belt,
  idler and rollers. Repairs were completed.
  
  On October 7, 2024, the customer placed a new claim (no.* ********* stating
  the dryer was not working or advancing through cycles and there was water pouring
  into the dryer. HWA dispatched the claim to our vendor network and scheduled
  ****** ********* for 9/24/24. Based on the diagnosis received, HWA authorized the
  technician to replace the water inlet valve. Repairs were completed.
  
  HWA did not hear from the customer regarding this matter
  again until 10/17/24 wherein the customer stated her dryer was making noise again.
  Therefore, HWA recalled ****** ********* for 10/25/24. Please refer to section
  B(5) of the Service Contract, “If work performed under this Agreement should
  fail within 30 days, We will correct the failure without a Service Fee.” Based
  on his additional findings the technician reported no mechanical failures and
  the claim was closed.
  
  On 10/23/24, the customer was in contact with a **** ******
  Escalations Manager wherein she stated her dryer was working but making noise
  while in use. HWA called the technician who confirmed there were no mechanical
  failures. Therefore, HWA informed the customer there was nothing further to be
  done as noise is not a cause of failure.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.
  

  Customer Answer

  Date: 02/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  When I called to try and speak to a representative recently, they stated I could pay another $75 trade fee for the noise that I have been hearing since the technician left the dryer making the noise. So if I can pay another service fee, and the job was never complete. The technician just told them that there was no failure without looking and assumed that the noise was from new parts, but as seen in the videos provided multiple time to the HWA company, it clearly shows that the noise never went away and therefore should be covered under the last claim, as the item was never completely fixed. I should not have to pay for a new claim when this issue has been noted since the last claim was open. The fact that they say I can have someone come out now and have to pay again is wrong and not ok. 

  Regarding the water on the floor, I never received an apology from either company and that usually goes a long way; Or even this would have been nice to hear: "we will let the company know for future appointments to try and make sure this doesn't happen again". But to quote the agreement just shows they are only concerned for themselves and not the customer/ consumer at all.
  
  
  
  Regards,
  
  
  
  **** *****

  Business Response

  Date: 02/14/2025

  
  
  As previously indicated, noise is not a cause of failure. Additionally,
  The customer also confirmed the dryer is working but just making noise. Lastly,
  the claim (no.* ********* is outside of the recall window. Therefore, should the
  customer wish to have her dryer she reported working evaluated for “noise,” she
  will need to place a new claim and pay a new service call fee.
  
  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,
  Michelle C.

• Initial Complaint

  Date:02/02/2025

  Type:Sales and Advertising 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 HVAC heating/air unit stopped working leaving me with no heat. On Sun, January, Jan29,2025, I filed a claim with Home Warranty of America , my Insurers for the house I purchased. An agent gave me claim # ********, gave an *** tech the job and gave me an appt for Thur, Jan 23, 2025. Due to weather, the appt was changed to Fri, Jan 24. A Tech came, checked the system and found Insulation had fallen down inside the unit and the fan motor was bad which he reported to Tier 1. An agent called me to say *** denied my claim because faulty installation caused the fan problem. She said they would not repair or replace the heating system and would not give me any compensation although I paid $645. for 13 months coverage for my warranty. I had to pay for and install a new system or freeze in my home. Please have them HONOR their CONTRACT and PAY for the NEW SYSTEM I had to install at $7,500.

  Business Response

  Date: 02/03/2025

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 17339645). 

  Our records indicate that the customer placed their claim for service on January 19, 2025, stating that the heat is not working properly. *** dispatched Tier 1 ******************** to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the blower motor locked up due to the air handler insulation falling down and being pulled into the motor.  The technician also listed the cause of failure as lack of maintenance.  

  Based upon this information, on January 24, *** determined that the claim is non-covered as the failure was not the result of normal wear and tear in accordance with section C(2) of the **************************** (a) must become inoperative due to normal wear and tear." 

  The customer was provided with the option of placing an appeal within seven (7) days of receipt of the determination letter, however an appeal was not submitted.  

  No further action will be taken. 

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

  Thank you,

  **** *.
  Consumer Advocate 

  Customer Answer

  Date: 02/09/2025

  
  Complaint: 22889716
  
  I am rejecting this response because:
  As a new owner, I was not responsible for maintaining the **** system which passed the House Inspection. *** should have inspected the system before they accepted my premium. Because I paid the premium in good faith, I expect *** to give me SOME compensation . Thank you. 
  
  
  Regards,j
  
  ******* ******

  Business Response

  Date: 02/12/2025

  ********* *.,
  
  HWA is sorry to hear of the customers continued frustrations.
  
  *** denied claim coverage as the failure was not the result of normal wear.  Per section C(2)of the **************************** (a) must become inoperative due to normal wear and tear."
  
  Further, payment of the premium does not guarantee claim coverage. 
  
  There is no further action *** will take.
  
  If the customer wishes to continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in the contract. 

  Thank you,

  **** *.
  Consumer Advocate