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:08/14/2023

  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.

  Upon purchasing our condo in 2020, the sellers provided us with a home warranty through Home Warranty of America. We continued to renew it for 2 years as it gave us piece of mind. We used it 4 times but the last time with our water heater, they did not provide the services as promised with the standard time frame and they refused let us talk to a manager or give us updates on our claim after 10+ calls in one day. One week later we got an email stating our claim had been updated and that we would receive service on our water heater the next week, which by the point was 2 weeks after our water heater went out and it was leaking into the unit below ours. That water heater issue was in may of 2023 and in June of 2023 we got a notification that our policy was up for renewal and they had raised our monthly fee. After our bad experience in May, we did not want to continue with this policy or company so we called to cancel. They transferred us from department to department and said they could not cancel us but they could give us two months free. At that point we were so fed up that we said fine we will do two months free but we will cancel in August 2023. August rolls around and we have now spent 12+ hours trying to call and cancel and we have either been put on hold, transferred from one person to another, hung up on, and told no we cannot cancel. When we finally got a human, we asked to speak to a manager multiple times they said a manager was not available and that they needed to transfer us to the cancellation department but each time we were transferred the line went dead or they didnt give us an option to stay on the line, it just we will call you back and then hung up. When speaking to another human, they continued to say call back the next day and said well see what happens, they hopefully can take care of it. Home warranty of America refuses to let us cancel, is holding our payments hostages, and is completing unethical and illegal business practices.

  Business Response

  Date: 08/18/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding policy cancellation (policy no. IL03-SA01769123). 

  Our most recent records indicate that the customer processed a cancellation of their policy on August 14, 2023.   

  It should also be noted that the customer's last monthly premium payment was deducted in May and therefore premiums were waived for the months of June and July, and the customer processed the cancellation prior to August's monthly premium charge.  

  HWA requests this matter be closed.  

  Sincerely,

  ************
  Consumer Advocate 

• 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 been paying for my insurance for the last 7 years never really needed to use it for a bigger issue. Last month i called to report the a/c not working properly in fact it went completely off. I call my insurance to request the a/c to be replace or fix after two weeks with no resolution they said it needed to be replace. It is been a month and nothing has happen yet We have been facing over *********************************************************************************************************************************************** the month of July the bank identified the transaction and refunded it back to the account and now they stated I have not paid which I have my bank statement and the letter from the bank that proves this not true.This company is playing with my money and my family health.I am wondering how you a very prestigious company can help me solve the situation.On top I paid the $100 deductible amount for the service.

  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. 9618389). 

  Our most recent records indicate that HWA approved replacement of the air handler and heat pump including its respective labor to install and advised the customer of non-covered charges in the amount of $2,235 to account for the cost of modifications necessitated by replacement, which the customer accepted. 

  Our most recent records indicate that the installation is scheduled for today, August 18.  

  In addition, *** has issued the customer a refund in the amount of $72.95 to account for the duplicate charge for August's premium.  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:08/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have had a warranty through HWA Home Warranty of America since 2021. Included in that policy with coverage for my fridge and washer/dryer. The policy automatically renews each year with the listed cover sheet information. On Friday, 8/11, my refrigerator lost cooling ability. I called to submit a claim but was told that my policy did not include the fridge and washer/dryer options. This is in error, as the renewed policy is automatic and required to include the original contract options. I checked the renewal contract which does not actually list this year and it was missing. Called the service line on Saturday am around 7 PST, spoke with management that submitted ticket to fix contract error to allow me to enter claim. She said it would take 1 hour. 24 hours later, no change. Called multiple times with request for supervisor call back to assist in fixing the clerical issue and was told that I would receive a call within 5 minutes or 20 minutes or an hour (multiple times I called back). Called again this afternoon, **** said that there is no guarantee of a call back, it is only within 24 hours, which is in direct opposition to what I was told prior. He also said that no notes state I would receive a call back in that timeframe. I expressed frustration that I could not make a claim for my system until their clerical issue is fixed and that medications and specialized food for my disabled child is beginning to go bad. He stated that there is no guarantee of getting a claim placed within their terms of service on same day. At this point, I would like a complete refund of all premiums paid this year, since their company will not allow me to place a claim within the ********** required 48 hour time period due to a system error on their part.

  Business Response

  Date: 08/18/2023

  **********************,
  
  Home Warranty America (HWA) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: IL04-SA00183726).
  
  Our most recent records indicate that the customers account has been updated and the proper coverage was added: Washer/Dryer & Kitchen Refrigerator w/ Ice Maker Bundle. A copy of the policy was also emailed to the customer on 8/14/23.
  
  Since then, the customer was able to place a refrigerator claim (no.: ********). Our most recent records indicate that as of 8/15/23 A&E *************** was authorized to complete the repairs, which include part(s). The customer is responsible to pay the technician in the amount of $194.80 for modifications.
  
  Condenser: $110.28
  Valve $9.85
  Filter Dryer: $74.67
  Total Non-Covered: $194.80
  
  Compressor $345.82
  Freon 5.90
  Labor 275
  Minus Service Call Fee: -$100.00
  Total Covered: $526.72
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ******************** 

• Initial Complaint

  Date:08/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a home warranty claim with Home Warranty of America (HWA) for my air conditioning compressor and coils. The claim (#*******) was approved by HWA on 6/11/23. I have the Diamond home warranty policy with HWA which is their most expensive policy and my compressor and coils are covered under this policy. I was told by HWA that I was required to pay $1000 in labor costs and $1,497 for the compressor and coils. I was told by *** that I was getting a great deal on the compressor and coils as *** was charging me their cost. I paid the $2,497 as it was the only way to fix my air conditioning. I questioned when I was truly paying the actual cost of $1,497 for the compressor and coils. I contacted the supplier, Motile, that supplied the compressor and parts and the cost paid by *** was $690 for the compressor and $285.66 for the coils totaling $975.66. I consider this fraud by *** and I am asking for a refund of $ ******. The cost I was charged $1,497 less the actual cost paid: $$975.66 = $******

  Business Response

  Date: 08/18/2023

  **********************,
  
  Home Warranty America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: *******).
  
  Our records indicate that the customer was approved for evaporator coils. *** supplied the evaporator coils and covered the technicians labor. The customer paid $1000.00 in non-covered charges directly to the technician for any modifications associated with the repairs.
  
  Evaporator Coil Modifications: $300.00
  Condenser Labor: $300.00
  Condenser Modifications: $400.00
  Total Non-Covered Charges: $1,000.00
  
  The customer also paid additional equipment cost in the amount of $1,497.75 for the condenser. This part required an upgrade to function properly with the new evaporator coils.
  Per section Exclusions (4), 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.
  
  On 6/22/23,the technician submitted his invoice and confirmed the repairs were completed.  As for the customer's request to be refunded, we are unable to honor his request as *** paid the covered portion of the claim in accordance with the terms and conditions of the user agreement. 
  
  HWA requests this matter be closed.
  
  Thank you,
  

  ******************** 

• Initial Complaint

  Date:08/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with Home Warranty of America (HWA) (Claim #*******) regarding a non-working bathroom exhaust fan. HWA sent ***************** to my home on 6/23/23 and I paid the $100 service fee (Cancelled check #****). ***************** diagnosed the problem and determined the exhaust fan motor will need to be replaced. They removed the fan motor and promised to return in 2 weeks and install the new fan motor. After 2 weeks I called ***************** and they stated the fan motor they ordered arrived damaged and they said they would have to order another fan which would take another 2 weeks. I called ***************** again and they stated they will be at my home to replace the motor and they never arrived. I have called and texted ***************** numerous times and they are unresponsive. I called HWA on Friday 8/11/23 and spoke to 2 different customer service reps and they were unhelpful, rude, and they stated that they can not help me and that they would not contact their sub-contractor, ***************** to finish the job. *** stated my claim was closed, and now I have to open another claim and pay another $100 for another service technician to come to my home. I find this unacceptable. How will another technician fix a bathroom exhaust fan if ***************** has the fan motor! *** has done nothing to fix the issue and after multiple phone calls to ***************** they will not respond and will not fix the fan. My HWA policy number is: *********. *****************: ************.

  Business Response

  Date: 08/15/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the ceiling fan claim (claim no. 9164910). 

  Our records indicate that HWA approved replacement of the bathroom exhaust fan on June 26, 2023, however, to date, the technician has failed to complete the authorized repair. 

  As per section 15 of the Limits of Liability of the User Agreement, "You understand and agree that We: (i) are not liable for the negligence,
  omissions, or other conduct of the Authorized Repair Technician." 

  As such, *** has waived the service call fee and has returned to the claim to dispatch for vendor reassignment.  At this time, the customer should await correspondence from HWA with scheduling details. 

  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:08/11/2023

  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.

  Absolute horrible service! Constant policy change without notice. Disgusting customer service. The people answering the phone are incredibly rude and unprofessional. Every time we ask to speak to a supervisor we get put on hold and of course the calls gets disconnected. No one is help, there is no integrity in this company, everything is an argument. A company of liars and thieves. The policy used to be to similar services for one trade fee. Now every issue is a trade fee - we have 2 A/C units, in the past this has been one trade fee and now each of these crooks who answer the phone says its two trade fees and they insist that it has always been this way. Absolutely untrue! Completely awful service!

  Business Response

  Date: 08/15/2023

  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. 

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

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

  Sincerely,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:08/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Policy# IL03-SA01738158 Coverage paid from May 19, 2021, thru August 17, 2023 Year Renewal (thru 8/17/23) cost/paid $698.50 Date of initial service request for Microwave: May 22, 2023 Claim number: ******* Service call fee paid: $75.00 After attempting multiple times to have our Microwave repair completed and after 2 companies/technicians came out, experiencing no-shows and an extended period without any resolution we received an email on June 20, 2023, from Home Warranty of America which read in part:"Great News! We have received the diagnosis on your claim. We have determined, the best long-term solution is to replace your Microwave. In lieu of replacement, we are offering you funds in the form of ****** eGift Cards (a value of $190.00) based on your current system's features and capacity, to select the system of your choice. Please click the link below to start the process of replacing your Microwave."On the same day, June 20, 2023, I clicked on the link, completed the process, and received a confirmation that it was in process and that we would receive the eGift within 30 days.In the meantime, our renewal was coming up. According to the contract we were required to cancel at least 30 days before the renewal date (8/17/23) to avoid an automatic renewal charge. On June 28th, I informed them I did not want to renew and according to their contract was forced to cancel the warranty.(eGift card): We followed up via phone a couple of times. The first time was on July 17th, we were told that we needed to wait the full 30 days. They confirmed that it was in process and that we should receive it by July 20th. The second time we followed up was on July 25th. We received a call back on July 26th and were informed that we would not be receiving it because we canceled the warranty.We were covered under the warranty throughout this entire process however we never received the ****** eGift card with a value of $190.00 that was owed and promised us.

  Business Response

  Date: 08/15/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the microwave claim (claim no. 8738946). 

  Our records indicate that the customer accepted the buyout of $191 on June 20, 2023, however the customer subsequently processed a cancellation of their policy and therefore payment processing was suspended. 

  Nevertheless, CHW has reissued payment to the customer in the amount of $191. A check will be mailed to the customer to the mailing address on file within 30 days. 

  Sincerely,

  ************
  Consumer Advocate 

  Customer Answer

  Date: 08/16/2023

  
  
  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:08/11/2023

  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 filed a claim #******* on 7/26/2023 with Home Warranty of America to fix my air conditioner. They hired a contractor who found out the blower motor was broke. The contractor tried to send the quote to HWA multiple times via e-mail and over phone. They got hung up on by HWA multiple times. The contractor was willing to help me with my A/C, but *** would not work with them. I have got the runaround from HWA, similar to last year when I filed a claim with them. I had to contact BBB last year to get a resolution with *** (#******** with BBB). I don't want this claim to go 11 weeks like the one last year did. The first 11 days my A/C was not working, the temperature outside was over 100 degrees everyday and warm at night too. I do not have anywhere to go until it gets fixed. I tried calling *** to speak to a manager on 8/7 about my claim and my account with them. They would not transfer my call and they hung up on me. I just want my A/C fixed. It is effecting me not being able to do certain things inside my home.

  Business Response

  Date: 08/18/2023

  **********************,
  
  Home Warranty America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: ********).
  
  On July 26, 2023, the customer placed a claim stating that the A/C unit was not cooling. *** dispatched A 1 Climate Control.However, please accept our apology as after multiple requests to the technician he failed to submit his diagnosis to HWA. As a result, the claim was placed back in our vendor network to be reassigned. Although, please accept our apology as we are experiencing delays locating a technician to accept the work order.
  

  As an alternate resolution, the customer is eligible to use her own technician and submit for claim reimbursement. She may do so by logging into the customer portal and selecting reimbursement. Upon selection, a form will be sent with instructions on how to move forward. All repairs must be approved by HWA prior to completion. Per section **************** (2), We will not reimburse for any services performed without Our prior approval.
  
  In the interim, we are working diligently to locate a technician in the customers area. Once a technician accepts the work order, the customer will be notified with the technicians information and appointment details.
  

  Thank you,
  
  ******************** 

  Customer Answer

  Date: 08/18/2023

  
  Complaint: 20456782
  
  I am rejecting this response because:

   

  The manager with A1 did try to submit his quote several times, because he told me he did when he called me. Reimbursement is not an option unless I can get paid back in 1 to 2 weeks, not 6 weeks. I need this resolved ASAP. It's going to be over 100 degrees again where I live starting tomorrow. We already know the issue from the first contractor (blower motor needs replaced). The new technician just needs to submit their quote for parts and labor for that. I can't have this keep going like on like the claim from last year that lasted 11 weeks. I have gotten the runaround just like last year and so did the A1 manager that actually wanted to help me. The manager with A1 and myself have both gotten hung up on the phone by *** while trying to get answers. This is very poor customer service. This issue has started to affect my health, because I have a cough from living in a hot house with no air conditioner. 
  
  
  
  Regards,
  
  ***************

  Business Response

  Date: 09/08/2023

  **********************,
  
  Please accept our apology as we are still experiencing delays locating a technician to accept the work order.Should the customer elect to use a technician of her choosing and submit for claim reimbursement, the option is still available. The customer may log into the customer portal and select the reimbursement option. Upon selection, a form will be sent with instructions on how to move forward. As for reimbursement, payment is subject to 30 days processing. In the interim, we are working diligently to locate a technician in the customers area.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:08/09/2023

  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 have a contract with Home Warranty of America but after they were unable to find a provider they told us to find our own service provider. When we did this, they refused to pay because we did not click a link to agree. After we found a service provider, they found one later and then closed this link and now refuse to reimburse us for the repair. They they offered us ****** for a ******* repair.

  Business Response

  Date: 08/10/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 7730235). 

  On March 13, 2023, the customer placed a claim for the heating system stating that the furnace is not heating properly. 

  As per section 1- **************** of the **** Agreement, "Under normal circumstances, We will assign an Authorized Repair Technician within 48 hours from receipt of Your Service Request." 

  Later, that same day the claim was placed, the customer contacted HWA requesting status of assignment and they were advised that we allow at least 48 hours for a technician to be assigned to the work order and that HWA is not an emergency service company. 

  It was also explained to the customer that if a technician has not been assigned within 48 hours, the customer will be provided with 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.  

  The customer was also instructed that once that option is available, they would be provided with an email and instructions to ensure proper reimbursement is followed.  

  That same day, *** assigned the claim to ***** Heating & Cooling with an appointment for the following day, March 14.

  Thereafter, on March 28, the customer contacted *** stating that they have already contracted with their own technician to have repairs completed seeking to be reimbursed.  It was explained to the customer that *** does not provide reimbursement for unauthorized repairs.  In addition, *** has the sole right to choose the service provider. 

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

  No further action will be taken. 

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

  Sincerely,

  ************
  Consumer Advocate 

   

   

  Customer Answer

  Date: 08/10/2023

  
  Complaint: 20445344
  
  I am rejecting this response because: This is not the claim that they are responding to. The claim was in august 2023 for an air conditioning unit at a different location that we also had a contract with. We received the ok to find out own service provider before we were assigned a service by home warranty. I was told that we were unable to get reimbursed because we missed a link we were supposed to click. 
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 09/13/2023

  Dear **********************: 

  With respect to claim no. 10116808, the customer placed the claim on August 4, 2023, for the air conditioning stating that the unit is not cooling properly. 

  On August 7, *** assigned the claim to ***** Heating & Cooling with an appointment scheduled for August 8.  

  On August 9, the customer contacted *** stating that they have already had the repairs completed.  It was explained that *** does not provide reimbursement for unauthorized repairs. As such, the customer's request for reimbursement was denied based upon the terms set forth in their contract. 

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

  The customer has since processed a cancellation of their policy. No further action will be taken. 

  Sincerely,

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

   

• Initial Complaint

  Date:08/09/2023

  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 for a non-functional central AC unit 07/26/23. They did not get a tech to my house until 08/05/23. The techs documented via video and pics that the unit was leaking. They advised me it should be replaced due to its age (***** years old) and submitted the evidence to HWA. I assumed that would be sufficient for HWA to honor the warranty and replace the unit. Now I'm being told that they need the techs to inform them of how much freeon the unit will hold, as though they're going to just add more freeon to a leaking 25 year old unit! They simply don't want to honor the warranty and are dragging their feet to avoid the cost of replacing the unit.I have an 80 year old woman living in the house who has now gone 2 weeks in the heart of summer with no AC and no timeframe for resolving the issue. *** doesn't care. It doesn't matter how much freeon the unit can hold. It needs to be replaced ASAP!

  Business Response

  Date: 08/14/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 9921385).
  
  On July 26, 2023, the customer placed a claim stating that the A/C unit was running but no air was coming out of the vents. Additionally,that the coils inside were frozen and the housing unit inside was covered in condensation.*** dispatched AVA ******* LLC and based on the diagnosis received that the evaporator coil was leaking, *** requested photographs of the data tag. This information was requested on 8/10/23 and 8/11/23. *** needs to confirm the model and serial number in order to move forward with the customers claim.
  
  Our most recent records indicate that *** spoke with the customer today (8/14) and advised him of such. We also spoke with the technician, and he indicated that he would submit the requested information. Please be advised that we are pending the requested information at this time.
  
  Thank you,
  
  ********************  
  

  Customer Answer

  Date: 08/15/2023

  
  Complaint: 20444549
  
  I am rejecting this response because: Their response is misleading.  The only contact has been initiated by me.  I called HWA 08/07 and was told they need the techs to tell them how much freeon the unit held.  I called again 08/09 and was told they need the techs to tell them the model and serial number of the unit.  I called again 08/11 and was told the same thing.  I made them call the ** company while I waited on the phone.  They then told me the ** company would call me by the end of the day to schedule an appointment for them to come back and get the information.  Why wasn't this done earlier?  Why didn't their hand-selected ** company know they would need this information when they were here for the service call 08/05?  

  The ** company did finally call me and asked me to provide them the information.  I photographed the label with the model and serial number and sent it to them this morning, which they have acknowledged receiving.  

  It will be in the 90s this weekend and I will still be without air conditioning.  Tomorrow will mark 3 weeks since i filed the claim and there is no time-table for resolution.  *** has done very little to resolve this issue.  Everything has been initiated by me.  Totally unacceptable.
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 09/13/2023

  **********************,
  
  Our most recent records indicate that on 8/17/23 the customers claim was approved for Evaporator Coil(s). *** is supplying the evaporator coil(s)and covering the technicians labor. There are non-covered charges due to the technician in the amount of $1,477.50 for any modifications which the customer accepted. As a result, on 8/30/23, HWA placed an equipment order and the order confirmation and pick up location were provided to the technician on 9/1/23.

  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 09/13/2023

  
  Complaint: 20444549
  
  Again, their response is misleading.  Yes, I paid the technician $1,477.50.  But I also had to pay HWA $1,497.75 before they would even order the unit.  When I questioned this, I was advised that I could appeal, which I did.  When they contacted me regarding the appeal, I asked what make/model they were ordering and how much the job would cost.  They couldn't tell me.  How can you tell me that I have to pay you $1,497.75 when you don't even know which unit you're ordering or how much the job was going to cost?  I was basically told, "Tough luck.  Pay it or we're not helping you".  So their appeal process is meaningless.  All it did was delay my job by another 5 days.   

  So I paid HWA $1,497.75 and the tech $1,477.50.  A total of $2,975.25, over half the cost of the total price (based on other estimates I got).  And I waited 6 weeks in the middle of summer for that honor!

  Is the job finally done?  Yes.  Am I happy?  Would I recommend HWA to anyone?  Do I plan on continuing with their service?  No, No, and No!

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