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: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.

  Yes I have over 5 claims I have filed with this company for my air conditioner date back from 2020 due to the unit not chilling. So the very first time a company came out the put dye in my system to see if it was leaking so they went to the basement they use there uv light light in seen with there own eyes and they showed me you could see the dye leak all out in the system and the line outside was filled with frost and the coils inside the unit were filled with frost. From 2020 to 2023 I call every summer all they do is send a company out to check the unit to see why its not cooling and they tell me home warranty of America is the worst they treat there customers bad and dont like to fix the big issues. note again back in 2020 the first company told them the coils needed to be replaced. So they sent out a company by the name of 4 seasons the next year they sent out ky energy pro also ***** heating and cooling they came took pictures and sent it over to the company they said it wasnt good enough so they send out another company to do the same this time the $100 fee was waved so they sent them the same pictures that 4 season sent they send me a email in July to fix the unit for $300 dollars I accepted the email. I only get this after I filled a complaint on Them So today I talk to someone in the there department who may of been a supervisor she tells me she only have 2 claims for this incident dealing with my air which is a lie because I have emails dated back to ****************************************************************************************************************************** history. I pay premium they dont want to fix the unit they are a true scam and something needs to be done I want to file a law suit

  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.: 8190636).
  
  Our most recent records indicate that based on the diagnosis received from ************************* LLC, *** approved the customer for new evaporator coils. *** was supplying the evaporator coils and covering the technicians labor. There were non-covered charges due to the technician in the amount of $530.00 for any modifications, upgrades, removal, haul away, permits, or disposal. Notification of such was emailed to the customer on 7/18/23. However,*** did not receive a response from the customer.
  
  On 8/21/23, the technician informed *** that the customer did not accept the non-covered charges and requested to close the work order. As a result, the technician was removed from the work order at his request.
  
  HWA did not hear from the customer regarding this matter again until 8/21/23 wherein he indicated that he accepted the non-covered charges. Although *** advised that we did not have record of such.Furthermore, the customer was advised that as it was passed 30 days the equipment order expired, and a new claim was required. As a result, a new claim was opened (no.: ********) and *** scheduled an appointment with Four Seasons HVAC for 8/22/23. However, please accept our apology as the technician has been unresponsive and failed to submit his findings to HWA.
  
  As an alternate resolution, *** would like to offer the customer our costs for repairs in the amount of $819.00 upon receipt of a paid invoice.This constitutes our cost for the evaporator coil with 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.
  
  *** requests this matter be closed.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:08/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a claim with Home Warranty of America (HWA) back in April 2023 to have my ** unit service. They assigned a technician from a company called ***************** to service my ** unit. *** agreed to have the technician repair my ** unit and I was told I have to pay the technician $650 for the service. Days after the repair, when I turned on the ** unit it was not working. I called HWA and I was told since the repair was within my 30-day grace ****** I had to call the technician back out to reassess the ** unit. The technician informed me he could not fix the ** unit and it needed to be replaced. *** eventually took Smart Choice off the case and started assigning my case to multiple different company until July 25 when they finally approved for my ** unit to be replaced. The claim approval email stated they have approved for Evaporator coils replacement and due to incompatibility/state requirements, it is required that they replace both the indoor and outdoor unit of the system. I was told I have to pay for the outdoor condenser myself and when I ask why told me they don't cover upgrades even though the email they sent me clearly stated they have to replace it due to incompatibility/state requirements. They gave me the option to purchase the condenser from them in the amount of $1497.75. I was also informed I would have to pay the current technician with ****************************** $1020. I ask if they would refund me the $650 I paid the first technician with Smart Choice and I was told NO. They told me I can call Smart Choice myself and ask for my money back since they did not fix my ** unit even though HWA hired them. My contact is with HWA not Smart Choice, *** should refund me. I am also asking for a refund of the $650 amount paid to the 1st technician and $1497.75 amount paid for the condenser which should have been provided along with the Evaporator coils.

  Business Response

  Date: 09/01/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 9847808).

  Based on the diagnosis received from ********************************** ***** *** approved the claim for evaporator coil(s). *** supplied the evaporator coil(s) and covered the technicians labor. There were non-covered charges due to the technician in the amount of $1,020.00 for any modifications. The customer was also responsible for additional equipment cost in the amount of $1,497.75 for the condenser that needed to be upgraded in order to function with the new evaporator coil(s).  Per section *****), Excluded, We will not pay for any modifications, upgrades, or additional work needed to evacuate and/or clean a system of R-22 necessitated by the repair of existing equipment or the installation of new equipment.
  
  The customer accepted the charges, an equipment order was placed and repairs were completed.As for the $650.00 the customer paid in non-covered charges on the initial claim (no.: *******), they were also for modifications which the user agreement does not cover. Therefore, there are no funds to refund to the customer at this time.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ******************** 

• Initial Complaint

  Date:08/25/2023

  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 of America(HWA) is Choice Home Warranty(CHW), the Case Managers answer saying Choice Warranty on the phone. When I questioned this, they say Home Warranty of America (HWA) is affiliated with Choice Home Warranty (CHW). No where on HWAs webpage or policy information does it mention Choice Warranty, they are fraudulent and I was misguided into buying a policy with *** because I research HWA, and the reviews were not like Choice Warrenty's on BBB. Please refer to the **** bad reviews on BBB complaints site on Choice Warrenty, these reviews described exactly how I was dealt with after my claim was denied. My AC went out mid July and I filed a claim which was a month later denied. My family of 3 little kids and a 75 year old sick Mother in-law suffered 107 degree weather and it took them(HWA) 3 techs back and forth to look for the problem and order wrong parts, only to come back and deny the claim after a month of suffering in the heat and sleepless nights. They have every reason planned out to deny a claim and extremely rude people handling the phones as Case managers. The 5th Case Manager I spoke with, named *********************** up the phone on me when I told her my situation, and told her I did not want to wait any further as she was also making me wait to hear back another 2 days, after a month of just waiting to hear back and no resolution. I called back and spoke to another Case manager and asked to be transferred to theyre superiors, and was told I couldnt and to tell her my issue. For the 7th time I explained my situation and that ended with me requesting a refund of my payment on the policy and cancellation, which they said they will not give me the full refund and it's going to take up to 30 days, never heard that long before. There was so much that went on in this process, I cant even start to explain, and thats exactly how theyre business plan is to cause the delay, they deliberately delay and make you wait to just have it fixed on our own expense and thats what Im forced to do. At this point ** still looking for AC repairs and honestly theyve exhausted me to a point where all I want is my money back, and Warn anyone that might be getting into what I did by signing up with ***, please look up Choice Home Warranty on BBBs site.

  Business Response

  Date: 09/01/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: 540550563).
  
  Our most recent records indicate that the customer terminated coverage as of 8/25/23. A pro rata refund in the amount of $2,168.33 was processed back to the customers card on file on 8/28/23. Per section VIII. Miscellaneous Provisions **** ** this Contract is cancelled after 30 days from the Contract Start Date, You will be *********** a pro rata refund of the total purchase price paid for the unexpired term, less any actual Service costs incurred by Us and an administrative fee of the lesser of $30 or 10% of the total purchase price.
  Therefore,there are no further funds to issue to the customer at this time.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ******************** 

  Customer Answer

  Date: 09/03/2023

  
  Complaint: 20524348
  
  I am rejecting this response because:
  Firstly any clause or written policy HWA hides behind only and always works in their favor and business plan. They denied my claim providing the reason being pre-existing repair, and that analysis was provided to them by an incompetent company THEY assigned and sent out to check my AC unit and gave us the run around for a whole month! I finally reached to a more professional AC repair company, my unit was up and running with in an hours time. Goes to show how incompetent even the contractors *** assigns you will be! Its literally all pre planned.  **** case managers are incredibly rude and snappy, as I mentioned, they hang up the phone on you when you insist on not waiting longer than the month they already had made you suffer, all to make you so desperate to just go out and pay for the repair your self. I received $2168 back but paid $2450 for this bogus policy that was never going to benefit me! So I need my $282 back from HWA, it should actually be a much bigger compensation for the misery they caused and put my family thru, but Id like to just receive my COMPLETE refund and move on from this nightmare of a company! 

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

  Business Response

  Date: 09/13/2023

  **********************,
  
  Please see below for the refund provided to the customer in accordance with the current user agreement:
  
  Amount Paid: $2,450.00
  Months Used: $81.67
  Authorized Claims: $175.00
  Cancellation Fee: $25.00
  Refund: $2,168.33
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 09/14/2023

  
  Complaint: 20524348
  

  I am rejecting this response because:
  

  The "Authorized Claims: $175.00" HWA is mentioning in their refund breakdown, ABSOLUTELY NOTHING was done by the company they sent out to fix the matter, in terms of service or repair, and I (the customer) paid $75 out of my pocket for the tech visit to take a look, so why is *** claiming this charge of $175 in "Authorized Claims". *** needs to stop beating around the **** and falsifying "Authorized Claims" because whatever they authorized was never done by THEIR chosen company, so stop charging that from my tab and give the refund! 

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

  Business Response

  Date: 09/20/2023

  **********************,
  
  The $175.00 paid out on claim no.: ******* was for the leak test HWA authorized Air ******************* **** to perform. Therefore, the refund breakdown provided is correct and in accordance with the terms and conditions of the user agreement. As the policy has been terminated and the customers refund was processed back to her card on file, there are no further funds to refund the customer.
  
  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,
  
  ******************** 

  Customer Answer

  Date: 09/22/2023

  
  Complaint: 20524348
  
  I am rejecting this response because:
  There was never a leak, this was a false claim reported by the Techs HWA assigned us, I got the issue resolved by paying a more competent tech I hired after going thru h*** with ***, *** needs to stop robbing customers with their false claims and charges. And this matter was in-fact escalated to the case managers, who according to them were the highest authority at HWA, and as I mentioned earlier, they hang up on you when you try to "follow their procedures" and escalate the issues. Refund my remaining amount and put an end to this nonsense you call business. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:08/25/2023

  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 a policy with Home Warranty of America (IL03-SA01876546) covering appliance repair and replacement. My air conditioning recently failed and since it was covered under the policy I filed a claim. After a week or so HWA informed me they could not locate any technicians in the greater Portland area who work on air-conditioning, and suggested I use their reimbursement process where I find and pay for a service provider, and after approval of the diagnosis they refund my expenses to the coverage limit. The technician reported to HWA that my 20+ year condenser was out of freon and since it was a sealed unit using a freon that is now illegal to sell, the unit needed replacing. He provided the pressure evidence, pictures, and all relevant information initially requested by ***. *** then responded with a demand that the technician find the actual leak point, run a bubble test. The cost for a full leak detection service is $2000+, which *** said they wouldn't pay. *** is, in my view, engaging in the process of making their evidence demands so difficult that clients can't file a claim. In short, I believe the company is deliberately acting in bad faith. They have taken the same tact on other claims of mine this year and when I requested a policy cancellation and a policy premium refund, they would not respond or acknowledge my communications. I am seeking a refund of my 2023 premium minus the time left on the current contract.

  Business Response

  Date: 09/01/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 10314076).
  
  On August 15,2023, the customer placed a claim stating that the condenser was running but there was no air was coming out. *** dispatched the claim to our vendor network, but we experienced delays locating a technician to accept the work order. On 8/17/23, the customer opted to use his own technician and submit for claim reimbursement. A form with instructions was then sent to the customer with instructions on how to move forward.
  
  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.
  
  Upon receipt of the technicians diagnosis that the system had a leak and was no longer cooling, HWA requested the technician perform a leak test with bubbles to show/confirm the location of the leak. *** is pending the requested information at this time.
  Should the customer opt to terminate coverage, there is no refund due at cancellation. Per section Cancellation, If this Contract is cancelled after 30 days from the Coverage Period Start Date, You will be *********** a pro rata refund of the Contract Fee You paid for the unexpired term, less any actual Service costs incurred by Us and an administrative fee of the lesser of $30 or 10% of the Contract Fee.
  
  Amount Paid:$1,182.46
  Months Used: 12 ($98.54) $1,182.46
  Authorized Claims: $480.00
  Cancellation Fee: $50.00
  Refund: $0
  
  Nevertheless,HWA will offer the customer a refund in the amount of $702.46 with cancellation. This constitutes the difference between what the customer paid for his policy and the amount *** paid out in authorized claims. 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,
  
  ********************
  

  Customer Answer

  Date: 09/01/2023

  [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:08/25/2023

  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 called in two issues over a month ago. On the refrigerator/freezer ice maker not working. Someone was supposed to come out and nobody came out. On the oven issue the convection fan is inoperable. I have received no response at all. I purchased a multi year plan. The company response has been minimal at best.

• Initial Complaint

  Date:08/25/2023

  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.

  October 1, 2022, we purchased a used home and bought a home warranty through Home Warranty of America. On 7-31-23 we started to have a leak in our HVAC system that flooded our basement floor. I filed a claim, #********. I was told at that time that a HVAC company would be in contact with me to fix the issue. I called back on 8-3-23 and complained that no one has been in contact with me and the leak was continuing. We have tried to raise the house thermostat to reduce the amount of flooding in our basement. On 8-21-23 I called back and complained again that no one has contacted me and the flooding is still occuring. Now on 8-25-23, I still have not heard anything back from an HVAC company and we have had to shut off our HVAC system due to the flooding in our basement. We are using fans to try to cool our home and animals. Home Warranty of America has contacted me several times to renew for another year starting in November, 2023. I paid $625 for a Home Warranty and I just want my HVAC system repaired.

  Business Response

  Date: 09/01/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 10007410).
  
  On July 31,2023, the customer placed a claim stating that the A/C was leaking water underneath the unit. *** dispatched the claim to our vendor network, but we are experiencing delays locating a technician to accept the work order. Should the customer elect to use his own technician and submit for claim reimbursement, he may do so by logging into the customer portal and selecting reimbursement. Upon selection, a form with instructions will be sent on how to move forward.
  
  As a secondary option, HWA will offer the customer a full refund of the paid policy premium in the amount of $625.00 with cancellation. Should the customer choose to accept he may email [email protected] are mailed in the form of a check and subject to 30 days processing.
  
  Thank you,
  
  ******************** 

• Initial Complaint

  Date:08/24/2023

  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.

  Home warranty of America was not able to provide me with assistance with my electrical system within a timely manner. I waited for a service provider who told me they couldnt get to me for more than two weeks I attempted to reschedule to get someone in sooner considering the heat in my area, I was unsuccessful I have to find an outside contractor to come and do the work, and *** refused to pay as they were not a part of their network. I have tried to just cancel the account and go with another company and they keep giving me bogus phone numbers to call. I have been going back and forth with this company who refuses to make anything right.

  Business Response

  Date: 08/25/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the electrical system claim (claim no. 10048081). 

  On August 1, 2023, the customer placed a claim for the electrical system stating that several outlets are not working properly. *** assigned the claim to 21st Century to submit the diagnosis, however they were unable to keep the appointment due to scheduling conflicts.  

  The claim was returned to dispatch and escalated for vendor reassignment. In addition, the customer was offered the option of the Claim Reimbursement Process which allows the customer to select a technician of their choosing to submit the diagnosis for claim evaluation, however this option was declined. 

  As per section 7(B) of the Limits of Liability, "We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs."

  Our most recent records indicate that the customer has cancelled the work order and has requested the policy be cancelled. As such, HWA has processed a cancellation of their policy accordingly.  As a goodwill gesture, *** has issued the customer a refund in the amount of $57.92 to account for August's paid premium. 

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

  Sincerely,

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

   

  Customer Answer

  Date: 08/25/2023

  [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.
  

  also I asked about finding my own technician and a Rep from *** said if I did that they would not cover expenses.  So no I did not decline that offer. They did and it wasnt on my terms the days as times were canceled it was with both companys they assigned for the job because one couldnt come due to car trouble and the other kept making excuses as to why they couldnt come. The number they gave for cancellation department is not a working number. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/3/2023 we filed a claim with *** because our central air stopped working in the house we recently purchased. We were told someone would contact us within ***** hours.On 8/9/23 we still had not heard from anyone so we called for an update. They said they escalated it to the dispatch team.On 8/10/23 we still had not heard anything so we called back and no resolution.On 8/16/23 we called and asked to speak to a supervisor as no one had contacted us to get the air fixed. They said a supervisor would call within 24 hours. On 8/17/23 we called again and asked to speak a supervisor again because no one had contacted us. We called multiple times this day and each person we spoke to said it is their policy to not transfer to supervisors, that one would call us back. I explained to them that no one was following through with this. The customer service reps interrupted me multiple times and did not make any attempt to resolve the issue. We also contacted our realtor on this day to ask if there was anything she could do. She said she would contact the person (whose name is *****) that they work with.On 8/22/23 we spoke with someone directly after our realtor spoke with them and were told they "couldnt locate a vendor" and that we could either go with the reimbursement option or we could try to find a vendor ourselves. We made a few calls and multiple companies said they dont work with warranties. One company offered to call and see what the on-boarding process would be.On 8/23/23 (today) we contacted the person at the hvac place and he said no one has contacted him back about the on boarding process to be a vendor for them.We have been under heat advisory for severe heat since Sunday, with no AC in our house.

  Business Response

  Date: 08/25/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim. However,please have the customer provide the full property address or claim number in which she is referencing so we may address her concerns accordingly.
  
  Thank you,
  
  ******************** 

  Customer Answer

  Date: 08/25/2023

  
  Complaint: 20514099
  
  I am rejecting this response because:

  The address is *************************************************************************

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

  Business Response

  Date: 09/13/2023

  Dear **********************: 

  The address provided by the customer did not populate in our system. 

  As such, we request the customer provider either the policy or claim number and a response will be issued accordingly. 

  Sincerely,

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

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We desperately need help. We have had a home warranty with the Homeowners Warranty of America(HWA) since we bought our house in 2015. Approximately 4 years ago, we had to file a claim for one of our air conditioners. *** contracted an A/C company to fix it. It needed the compressor replaced which was done. Fast forward to Aug. 9, 2023 and this same A/C stops cooling. We filed a claim with ***. Please keep in mind how hot it was that week. *** took 48 hours to even contact us saying they were having a hard time finding someone. We informed them it needed to happen soon as we have small children living in the house. Another 24 hours later, we get notification of an appointment they had scheduled for us. My husband called the company that was supposed to come out and they said they would not honor the appt nor would they do any work for HWA because they don't pay their contractors like they should. We called *** again to let them know this company refused to come out. It took another 72 hours for them to find another contractor to come out. This contractor discovered that when the compressor was installed 4 years, not only is it the wrong compressor for our unit, it was only secured with one bolt and not 4 like it should be. This caused movement from vibration over the past 4 years causing the copper wires to rub together, begin leaking freon and has ruined the condenser. *** is refusing the claim saying it's on the original contractor they sent out and have nothing to do with them. We had what they called an "appeal" meeting which was not an appeal at all but the case manager clearly reading from a script as to why the claim was denied. They will only let us speak to a "case manager" who claims she is the highest level of management we can talk with and the best she can do is assign us another case manager. So, since they are accepting no responsibility in hiring shoddy contractors, we say fine, please tell us who that A/C contractor was so we can contact them. They claim to have NO records of claims made before 2021. We just really need our A/C fixed and yes, we will be getting it fixed but I'm so angry and so tired of being taken advantage of. We have paid these people monthly for 8 years and we can't get help.

  Business Response

  Date: 08/25/2023

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

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

  *** attempted to locate the customer utilizing the name, address, telephone number, and email address, however the customer's policy information has not populated in our system. 

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

  Sincerely,

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

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim related to multiple plumbing issues in our home almost two weeks ago. Claim number is ********. *** arranged a plumber to come out to review, but then before he came, the plumber cancelled. He said they owe him $6000 and haven't paid him and is refusing to do more work for them. That was over a week ago & *** still has not re-scheduled an appointment for another plumber to come. I have called multiple times as we have a sink that is completely stopped up as well as pipes that are leaking. We have issues in both ************* have told them multiple times that this is an urgent matter, but they do not care. I have spoken to supervisors several times, but still they will not get anyone to come. They gave us the option to find someone ourselves and then possibly get reimbursement, but we do not trust them to actually reimburse us. It is their contractual responsibility to schedule a repair person to come and evaluate our home issues. This is what our premium was paid for and they are not doing their job at all.

  Business Response

  Date: 08/25/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their plumbing stoppage claim (no.: 10171990).
  
  Please also accept our apology for the delay in securing a technician to accept the work order. Our most recent records indicate that an appointment is scheduled with *********************** Services for 8/28/23 between 3:00PM 8:00PM EST. Notification was emailed to the customer on 8/24/23 with the technicians information and appointment details. Should the customer need to contact the technician directly he may be reached at **************.
  
  Thank you,
  
  ********************