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.

close

Find a Location

Home Warranty of America has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/22/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered a claim on 7/21/23 to have the furnace/air looked at due to no air flow from the vent. I waited several days then they assigned me someone on 7/31/23 to come out. The temperatures were in the 90s and my 80 yo mom lives in the home that needed looked at. On 7/31/23 I took the time off to be there and no one ever came, I finally found the number for the company that was suppose to come and called. The owner stated that he has not worked for the *** for over 2.5 weeks and apologized and said they keep assigning him cases even though he does not work for them. I called *** and explained the situation and they said they would get someone else out there. It is now 8/22/23 and no one has ever called or come out. Claim is still open. I have called several times with no results. I asked if I could have someone come out and get reimbursed and they told me that option is not available. I finally had to have someone come out and fix the furnace and paid out of my pocket. They will not reimburse me for it. I have not used my policy at all this year. I had an issue with the sump pump and water in my basement and they would not let me have someone come out they had to send someone which they never did that either and I had to pay out of my pocket to have it fixed also. With the air conditioner this is the second time I filed a claim and the first time they said I could have someone come out and I did. I was not told at the time the tech had to call to get approval to fix it so once a gain they did not reimburse me for that. So I have paid for 3 claims out of pocket and would either like reimbursed for the policy or the work I had done. I also requested several times to speak with a manager and never was transferred to one, they always said they would call me and never received a call.

  Business Response

  Date: 08/25/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 9851126). 

  *** apologizes for the delay in locating a technician to accept the work order.
  
  At the current time, the claim has been escalated with our dispatch department in order to assign a technician to the work order as soon as possible. As an alternate resolution,and in lieu of awaiting scheduling, the customer has the option of accepting the Claim Reimbursement Process which allows the customer to use a technician of their choosing to submit the diagnosis for claim evaluation. Upon accepting this option, the customer will be provided with instructions to ensure proper reimbursement. 
  
  Should the customer wish to accept this option, they may contact the undersigned at ******************************************** Upon acceptance, the customer will be provided with specific instructions to ensure proper reimbursement. 

  Sincerely,

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

  Customer Answer

  Date: 08/30/2023

  
  Complaint: 20505666
  
  I am rejecting this response because: They had never offered me the option to be reimbursed for obtaining my own company to fix the issue. I asked several times and they would deny me doing that. I have already paid to have it fixed so do not need someone to come out. The claim was sent in on 7/21/23 so it has been over a month. Like I previously said I asked to talk to a supervisor and never was able to. I also have paid for my yearly service, never was able to use it due to not being able send someone out in a reasonable amount of time. I filed 3 claims and have had to pay for all 3 out of my pocket. One example is my sump pump went out and they would not send anyone out in a reasonable amount of time and I had water in my basement so had to have someone else put in a new one. So I feel some sort of reimbursement needs to should be given to me. 
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/13/2023

  Dear **********************: 

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

  The Claim Reimbursement Process allows the customer to select a technician of their choosing to submit the diagnosis for claim evaluation.  This process does not allow the customer to have unauthorized repairs completed as a diagnosis is required first to confirm if the failure is covered under the terms of the customer's contract. 

  As per section 2 under **************** of the **** Agreement, "We will not reimburse for any services performed without Our prior approval." 

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer the option of providing their technician's diagnosis with cause of failure and itemized paid invoice for further claim evaluation and potential reimbursement.  

  The customer may provide same to the undersigned via email at *******************************************.   

  Sincerely,

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

• Initial Complaint

  Date:08/19/2023

  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 ** unit is not working properly. I had multiple technicians have told me that there is a gas leak in the unit and it needs to be replaced. I called Home Warranty of America to send me a technician to take a look at it, the first technician they sent said there is an air leak in the system somewhere and it needs to be fixed. The Home Warranty of America got back to us with a decision saying that the technician they sent was unexperienced so they need to send another one. The second technician said the same thing that there is a leak in the system somewhere. The technician told me to text him a few days later to know their decision. I texted him on Aug 8 2023 and sent me this message They got back to me this afternoon and said that they want to take a second opinion and reassigned the claim to some other vendor, please call them and ask about that.Since then, and as of today, August, 19th. no body have gotten back to me from the company telling me their decision, and they have not assigned a third technician so far. And the ** keeps going down, while they refusing to fix the actual problem.I am willing to provide with technicians names and phone numbers who had diagnosed the issue.

  Business Response

  Date: 08/22/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 9592562).
  
  Our most recent records indicate that HWA authorized American Heating & Cooling to add 1lb of R410A refrigerant to the unit.Authorization was sent to the technician on 8/5/23. Although, on 8/21/23, the customer spoke with *** and indicated that the repairs have not been completed. *** reached out to the technician and left a voice message for call back. *** also emailed the technician today (8/22) to follow up with the customer. We are pending a response from the technician regarding a repair appointment.  Should the customer need to contact the technician directly he may be reached at **************.
  
  Thank you,
  
  ******************** 

• Initial Complaint

  Date:08/19/2023

  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 did not want to renew my plan with the Home Warranty of America. When their representitives called, I did let them know that I was not interested in renewing with them. When I checked my back statements, I saw a $63.43 charge on my account in July, I was leaving on a professional development trip for my school for two weeks and forgot and I just received another charge today. When I checked my Home Warranty of America account, they signed me up for a monthly renewal that I never approved of.

  Business Response

  Date: 08/22/2023

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

  Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding policy renewal (policy no. IL03-SA01710876). 

  On July 5, July 12, and July 18, *** corresponded with the customer advising that the policy is set to expire and provided the customer with the autorenewal monthly premium rate of $63.43. 

  As per section 4 under Coverage Time, Renewal and Payment of the *** User Agreement, "Offers for future coverage is at Our sole discretion. You will be notified of rates and terms for continuation of coverage at least 30 days prior to the expiration of the initial Coverage Period End Date and any Renewal Term." 

  As the customer did not record their preference to cancel the policy upon expiration, *** renewed the policy accordingly.  

  Nevertheless, *** has processed a cancellation of the customer's policy and has also issued the customer a refund in the amount of $126.86 to account for July's and August's paid premiums.  All payments are subject to 30 days processing. 

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

  Sincerely,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a home warranty plan that costs over $2000 per year, it covers plumbing. I filed a claim for a pipe that broke and spoke to a customer service person today because I filed my claim yesterday noting urgency because we had to shut off the water to our entire home and have a disabled medically fragile child in the home, and they I would hear from someone soon. I didn't get anyone to call to fix the pipe all day so I called back and said I needed to call my own plumber if they can't find someone, they said if they don't find someone the next day they inform me, they did not. I called a plumber and he came today, we had another plumbing issue and we were told that we could only be reiumbursed for one, I told her I didn't need the prior claim fixed it was tightened. I called back again and asked how I access the reimbursement process and she put me on hold, came back and said that a supervisor told her that my pipe is not covered under our plan. They called me back at 9:56 and I told her it was not a pipe in a wall, and it should be covered, she said it was not. An hour plumber waited, I paid him to stay and to fix our pipe. It cost only less than $400. This is covered on my policy I am certain. I want a refund for my pipe repair or a full refund for my policy.

  Business Response

  Date: 08/22/2023

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

  Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 10348474). 

  On August 17, 2023, the customer placed a claim for the plumbing system stating that a pipe is leaking. 

  As per section 1 under **************** of the *** User Agreement, "We will accept Service Requests 24 hours a day, 7 days
  a week, 365 days a year. Under normal circumstances, We will assign an Authorized Repair Technician within 48 hours from receipt of Your Service Request." 

  On August 18, the customer contacted *** requesting status of the claim assignment.  It was explained to the customer that *** is not an emergency service company and allows at least 48 hours for claim assignment.  The customer advised that they have already contracted with their own technician and requested to utilize the Claim Reimbursement Process. 

  It was explained that the reimbursement option cannot be provided as this option is only available once per year and has already been utilized.

  With respect to the customer's request for reimbursement, *** does not provide reimbursement for repairs completed without our prior authorization. As such, the customer's request has been denied based upon the terms set forth in their contract. 

  As per section 2 under ****************, "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." 

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

  Sincerely,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:08/18/2023

  Type:Billing 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 been paying this company for years for my home warranty only to find now that I have a claim....they have zero customer service. All contact info given tome is invalid, and they sent out a contractor who appears to be working to scam customers.

  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 (no.: 10243153).
  
  Our most recent records indicate that *** agreed to issue reimbursement to the customer in the amount of $483.00 upon receipt of a paid invoice. *** received the invoice from the customer on 8/24/23. Funds will be mailed to the customer in the form of a check. Please allow up to 30 days for processing.
  
  HWA requests this matter be closeD.
  
  Thank you,
  
  ******************** 

  Customer Answer

  Date: 08/25/2023

  
  Complaint: 20487461
  
  I am rejecting this response because:
  The vendor sent out by *** was unprofessional and dishonest in their claim submission.   *** was unresponsive in a timely manner necessitating I call out a second opinion which varied greatly. Again HWA unresponsive and provided false contact information to appeal claim. I had work completed as necessary to not jeopardize my family's well being and a hush sum of money was randomly determined that is less than 10% of my out of pocket cost.

  No appeal was ever afforded me and I was only allowed to speak with someone via a message board with the company.

  Claim was fraudulently denied without sufficient information 
  
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  False advertising will not place a claim on a home that is uninhabitable.

  Business Response

  Date: 08/25/2023

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

  Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no.10309813). 

  On August 15, 2023, the customer placed a claim for the plumbing system stating that there is a water leak coming from the floor. 

  As per section 1 under **************** of the *** User Agreement, "We will accept Service Requests 24 hours a day, 7 days a week, 365 days a year. Under normal circumstances, We will assign an Authorized Repair Technician within 48 hours from receipt of Your Service Request." 

  On August 16, the customer contacted *** requesting status of service and it was explained to the customer that *** is not an emergency service company and allows up to 48 hours to assign an available service provider to the work order.  

  Later, that same day, *** assigned the claim to ME ******** **** with an appointment scheduled for August 23 to submit the diagnosis. 

  Thereafter, the customer requested to utilize their own technician to submit the diagnosis. It was explained to the customer that the claim has already been assigned to our contracted service provider. It was further explained that *** has the sole right to select the service provider and that we will not provide reimbursement for any repairs completed without our prior authorization. 

  As per section 2 under **************** of the *** User 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."

  Our most recent records indicate that on August 17 the customer processed a cancellation of their policy. 

  No further action will be taken. 

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

  Sincerely,

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

   

• Initial Complaint

  Date:08/17/2023

  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 6/24/23 We had a plumber out to fix our running facuet which caused a large leak into 3 other rooms and a hallway at their request we waited for them to assign one and they finally opted for the reimbursement option. While the tech was here he said they do not deal with Warranty companies so I asked him questions while filling out the form they required for the claim and it had been accepted and the plumber had to verify his cell, which he did on the spot. They proceeded to not approve and ask questions which I did the same procedure on their web site for with no answer the man is somewhere between ******* an hour and they had the nerve to email me that we had to have approval before the procedure could be done on a leaking faucet that is ruining our floor and eveytime I contact their customer service I was told we had to enter it on another site or we needed to upload the invoice or we had to select this option or that and I was told something different each time I called or emailed. The bill was $698 and they said they were only sending $120 and they did only send that. Our contract is for $100 deductible which we pay about that per month for so we are paying over $1000 for them to collect and not pay our claims. This and we are still getting the repairs and paying $1140 after deductible. The year before they did not pay our entire replacement of our HVAC stated it was an upgrade when our tech said that was ridiculous because the refrigerant standard has changed and there was nothing we could do about it. They left us with $3,200 out of pocket and again we should only pay $100. If they can't keep their contract we need everyone to know not to go with Home Warranty of America.

  Business Response

  Date: 08/21/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 9307967). 

  On June 24, 2023, the customer placed a claim for the plumbing system stating that the floor is wet near the bathroom tub.  In lieu of awaiting scheduling, the customer elected to utilize the Claim Reimbursement Process, which allows the customer to select a technician of their choosing to submit the diagnosis for claim evaluation. 

  Upon selecting this option, the customer was provided with the following instructions to ensure proper reimbursement: 

  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 technician's diagnosis, *** requested the technician provide a full pricing breakdown for replacement of the shower valve including the cost of modifications, which are excluded from coverage. 

  As per section 4 of the User Agreement Exclusions, "We are not responsible for providing upgrades, components, parts or equipment required due to the incompatibility of the existing equipment with the replacement system, appliance or component/part, including but not limited to SEER standard, R-410A and/or 7.7 HSPF or higher compliant, as well as any other efficiency required by federal, state, or local governments." 

  As the technician was unable to provide the pricing breakdown, *** authorized reimbursement at Our cost in the amount of $120. At this time, the check is currently processing, which can take up to 30 days. 

  Our most recent records indicate that the customer has since processed a cancellation of their policy due to their dissatisfaction with claim outcome. 

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

  Sincerely,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:08/17/2023

  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 called this company on July 29th, 2023 at 9:24am to cancel my home warranty. My last payment to the company was July 18th, 2023 of $75.73. I was then charged a payment on August 16th, 2023 of $75.73 for another month when I had already canceled and my last payment was already made. I called again on August 16th at 12:53pm to ask for a refund as I was wrongfully charged and they told me they had to review my previous call of cancellation to ensure I didnt agree to keeping it for the rest of the month -which I did not agree too. I was told it would be canceled immediately and since I had already paid for the month (on July 18th) I could use my warranty up until August 10th before I could use it no more and it was cancelled. I would like a refund for the August payment.

  Business Response

  Date: 08/22/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: 853065479).
  
  *** has cancelled the policy per the customers request. A refund for the month of August in the amount of $75.73 was processed back to the customers card on file today, 8/22/23.
  
  As we have honored the customers request, *** requests this matter be closed.
  
  Thank you,
  
  ******************** 

• Initial Complaint

  Date:08/14/2023

  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.

  Made a claim over a month ago for Air conditioner repair. Company has yet to have Air Conditioner repaired. I am 83 years old with health conditions and have made my payments on time for the 3 years ive been with company. Claim # *******

  Business Response

  Date: 08/22/2023

  **********************,
  
  Home Warranty (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 9500174).
  
  On July 5, 2023, the customer placed a claim stating that the A/C unit was not cooling. *** dispatched Air Quality Specialist and based on the diagnosis received, the customer was approved for a new condenser. *** is the supplying the condenser and covering the technicians labor. The technician then notified HWA that he did not submit his specifications for the furnace.*** advised the technician that if there was a failure with the furnace, then the customer would need to place a heating system claim.  
  
  As a result, on 8/15/23, a heating system claim (no.: 10297390)was placed. HWA assigned Air Quality Specialist and an appointment is scheduled for 8/24/23 between 11:00AM 3:00PM PST. Should the customer need to contact the technician directly he may be reached at **************.
  
  Thank you,
  
  ******************** 

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have submitted a claim for my AC not working on 08/02 and they have sent out ******* that advised after calling to get the status of the tech, have advised they did not cover my area, and one that said they did not do warranty work. I have been a customer for 9 years and have the diamond plan. They gave me the reimbursement option, but when the tech sent the diagnosis, he could not wait on the authorization and per the agent I spoke with on Sunday 08/13/23, the tech could complete the work and send everything. Now I have been denied the full reimbursement due to being provided the wrong info via phone, and when i requested a sup I was told one would call but but never did, so I called back on Monday 08/14 and have been advised the process was not explained properly

  Business Response

  Date: 08/18/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 10135645). 

  On August 6, 2023, the customer placed a claim for the air conditioning stating that the unit is not cooling properly. *** assigned the claim to E&H Mechanical and ********** Air, LLC, however the technician's requested to be removed from the work order.  

  As per section 1 of the Limits of Liability, "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." 

  In lieu of awaiting rescheduling, 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, which the customer accepted. 

  Upon acceptance of this option, the customer was provided with the following instructions to ensure proper reimbursement: 

  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.

  On August 13, in lieu of providing the diagnosis, the customer provided a paid repair invoice seeking reimbursement. 

  In response to the customer's request, *** corresponded with the customer stating, "Thank you for your email. Please be advised work performed without prior authorization will not be eligible for reimbursement. Please refer to your contract at my.hwahomewarranty.com." 

  As per section 2 under **************** of the **** Agreement, "We will not reimburse for any services performed without Our prior approval." 

  As a goodwill gesture, HWA offered the customer $200 towards the cost of repair, which the customer accepted.  At this time, the check is currently processing which can take up to 30 days.  

  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: 08/18/2023

  
  Complaint: 20466703
  
  I am rejecting this response because:
  
  I understand that you have copied and pasted the rules and regulations regarding reimbursement. I am also asking that the call be pulled that I made requesting to speak to a manager because I was advised that I had the option for reimbursement that I just needed to submit the paperwork which I did. The technician could not wait for an approval as I have been waiting for over a week and three techs that did not show up.  With a capacitor had not been covered? I need to make sure that my warranty company understands that I have many choices when it comes to a company to warranty my home, I am what it's called a diamond member and I've been with them going on 8 years.  I am asking for full reimbursement or 2 months of warranty services that no cost.

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