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:08/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** Claim #This is my second complaint that I am filing against this company. Unfortunately it is about the same problem. My AC unit was replaced last year after having to fight with this company to have it replace. Since the units have been replaced, it has not been working properly. Actually this is the second new unit that I have gotten the first one. Something was wrong with it they sent out, the company to replace it and this unit is doing the same thing as the other unit it keeps freezing up inside and out and this has happened where my roof on the inside has been messed up so badly that Ive had to pay twice to have it repaired. Numerous technicians from different companies have been assigned to this case, and they are unable to find the leak in the unit this is my second summer without a working AC unit that a company that I have been paying every month and according cut to the contract that I have with them that they need to fix The last technician that was sent out, he said he put some sort of UV dye in the system so if it leaks again, it would show where the leak is coming from Of course it did leak again. The technician came back out and said even with the die you could not find the leak and so is submitted to the home warranty company to do an isolation test they are rejected is finding and instead they have assign the case to another technician who has been out to my house before and could not find the leak, I reallly do not understand this company and the case workers, they have no empathy or sympathy knowing the heat and the fact we are without AC. I asked for my case to be expedited and was told We are not an emergency companyI think they reassigned my case as they dont want to pay for the isolation test. Saying they need a 2 nd opinions. What the h*** how many times have we been through the same process of different technicians from different companies coming to my home and cannot find problem. Im so disappointed in this company I just want to have my unit fixed so I can be done with them. I could sent you all the emails I have received related to this case but its just too many.

  Business Response

  Date: 08/09/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: ********).  
  
  On July 31, 2023, the customer placed a claim stating that the A/C lines were freezing upstairs and outside. *** dispatched BE Relieved Heating & Air Conditioning at no cost, and the technician reported that the copper line was leaking. However, the technician informed *** that he was unable to locate the leak. As a result, the claim was reassigned for a second opinion. Per section Limits of Liability (16), Second Opinions: We reserve the right to require a second opinion, which We will obtain at Our own cost.
  
  As a result, *** reassigned the claim to Southern Techs.However, the customer requested a different technician due to a prior experience.HWA then dispatched ************************* Services.
  
  Based on the diagnosis received from the technician it was determined that the **** system developed a refrigerant leak from the refrigerant line set. Please be advised that this is a non-moving component that does not leak from normal wear and tear. Per section Limits of Liability (6), We are not responsible for consequential or secondary damages. This includes, but is not limited to, repair of conditions caused by any of the following: chemical or sedimentary build up, insect infestation, mold, mildew or bacterial manifestations, misuse or abuse, theft or vandalism, failure to clean or maintain as specified by the equipment manufacturer, missing parts,structural changes, fire, freezing, electrical failure or surge, water damage,intentional acts, riot, lightning, mud, earthquake, soil movement or settlement, storms, accidents, pest damage, Force Majeure events (as defined below), failure due to excessive water pressure, or any other perils not considered loss or damage due to normal wear and tear.
  
  A claim determination letter was sent to the customer with the option to appeal. However, no appeal has been made to date. On 8/8/23, the customer spoke with a Consumer Advocate with the Office of the President and indicated that this failure was the result of a previous HWA technician who installed her unit. *** advised the customer that ************** did not have anything to do with this failure as he did not touch any of the line sets in the wall. Therefore,the customer was advised that the claim determination would remain as non-covered.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************
  

  Customer Answer

  Date: 08/09/2023

  
  Complaint: 20434988
  
  I am rejecting this response because before their technicians installed the new unit, my old unit was not freezing up. The freezing started happening right after the new unit was installed. I had a second opinion from a technician who told me that the leak in the refrigerant line in the wall was quite possibly caused by the installation of the new unit. Choice Home Warranty has been trying to find a way out of not fixing my unit. Hence why they have been sending out multiple technicians to my home. They refused to pay for a proper leak detection/diagnosis as well. This has been a problem for two years and they are acting as if it is a recent problem.

  I spoke with their headquarters and I was told that because I filed a complaint with the BBB there is nothing that he can do for me as the BBB has to get it resolved. 
  

  To me this is utter ridiculous and once again they are just passing the blame onto us. According to their answer as to why my claim has been denied the part that is damaged is a nonmoving part that couldnt have been damaged by normal wear and tear. So if it couldnt be damaged that way and not by their technician during install, how else could it have been damaged? I did not replace any sidings on my house or had any work done in my attic to damage this line.

  I have proof of how many times my claim has been reassigned and how many techs have come out to my house for the same problem. And now the problem has been found they are refusing to pay to have it fixed.

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

  Business Response

  Date: 09/08/2023

  **********************,
  
  Due to the customers dissatisfaction HWA will offer to reimburse half the costs for 60 ft. of line set in the amount of $375.00 upon receipt of a paid invoice. Should the customer choose to accept as resolution to her complaint she may email [email protected] are mailed in the form of a check and subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 09/16/2023

  
  Complaint: 20434988
  
  I am rejecting this response because:
  *** is well aware of cost to do work, if I had the money out of pocket to pay for labor and other costs for repairs I wouldnt be paying a warranty company every month. 
  $375 to be paid upon receipt of work done? 
  I cannot afford to pay to get work done. 
  
  HWA didnt want to pay to fix unit in the first place thats why they shopped around with technicians until they heard what could get them out of paying for work. 
  How can a brand new unit gives so many problems and suddenly its a part of the unit my policy does not cover. The money Im paying monthly I might as well save to make up to fix my unit bf next Summer. 
  Im so disappointed in this company ever since the merge with choice. 
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 10/03/2023

  **********************,
  
  In lieu of the claim denial, *** has offered the customer reimbursement in the amount of $375.00 upon receipt of a paid invoice, but the customer has declined.
  
  There is no further action that *** 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,
  ********************
  

• Initial Complaint

  Date:08/07/2023

  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.

  2 unresolved claims with ***. Claim number ******* for a damaged water heater that was replaced. The claim was filed on June 8th 2023. I was advised through email from the company that I can take a reimbursement option since they were having trouble finding a vendor within their Network, so I did. While waiting for the invoice, I had to file another claim, number ******** for my air conditioner not looking. This claim was filed on July 30th 2023. To date, they have still not dispatched a vendor to repair this issue despite the fact that I have requested the reimbursement option several times. I was told the reimbursement option would not be available because I had used it on a previous claim, and I am only allowed to use the reimbursement option one time per year. I was not aware of this as it is also not stated in the contract. Today, I finally received the invoice from the company that repaired my water heater that I did take the reimbursement option for. I sent a message to home warranty of America (hwa) and received a call back advising they had closed the claim, and reimbursement is now not available. This company is not delivering the services they have promised, I need the reimbursement for the water heater and repairs as they have promised.

  Business Response

  Date: 08/14/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their water heater and air conditioner claims (no.: *******; 10001926)
  
  Water Heater (no.: *******)
  On June 8, 2023, the customer placed a claim stating that there was a leak in the water heater. *** dispatched the claim to our vendor network, but we experienced delays locating a technician to accept the work order. On 6/11/23,the customer opted to use her own technician and submit for claim reimbursement.A form was then sent 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.  
  
  Although, the customers technician failed to submit his diagnosis to HWA. *** did not hear from the customer regarding this matter again until 8/7/23, wherein she indicated her water heater was replaced. Please be advised that *** did not approve these costs as we were pending a diagnosis from her technician. Per section **************** (2), We will not reimburse for any services performed without Our prior approval. Therefore, there is no reimbursement due to the customer at this time.
  
  Air Conditioner (no.: 10001926)
  On July 30, 2023, the customer placed a claim stating that the A/C unit was not cooling. *** dispatched the claim to our vendor network, but we are experiencing delays locating a technician to accept the work order. As the customer used the reimbursement option for her water heater claim, she is not eligible for reimbursement on this claim. Please be advised that the reimbursement option is allotted once per claim per calendar year.
  In the interim, we are working diligently to locate a technician in the customers area.
  
  Should the customer opt to terminate coverage, a refund in the amount of $127.92 is due at cancellation. Per section Cancellation, If this Contract is cancelled after 30 days from the Coverage Period Start Date,You will be entitled to 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: $595.00
  Months Used: 7 ($49.58) $347.08
  Authorized Claims: $70.00
  Cancellation Fee: $50.00
  Refund: $127.92
  
  Nevertheless, HWA will offer the customer a refund in the amount of $525.00 with cancellation as resolution to her complaint. This constitutes the difference between what the customer paid for the policy and the amount HWA paid out in authorized claims. Should the customer choose to accept the proposed resolution, she may email [email protected] are mailed in the form of a check and subject to 30 days processing.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 08/15/2023

  [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:08/06/2023

  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 July 19, 2023 I requested to get a HVAC repaired. I called again on the July 24. I was told they were working on getting someone to come. I was sent an email saying a tech will come out on July 29. When July 29. came they said a tech will be there between 3-8p.m. I texted the tech and he replied, "he didn't work for *** anymore". I called *** back and told them that the tech said he does not work for them anymore. I took off work to wait for the tech and lost a work day of pay for nothing. I contacted *** again to let them know he does not work for them anymore and they were clueless about the tech not working for them . I don't understand that because he suppose to work for them. I asked could I get my own tech and *** replied yes. But, the tech would have to take pictures and submit diagnoses to award my claim. When I talked to numerous companies and none of the companies said they do such thing. Then I contacted *** to let them know that no company does that. I asked them if they had a a company they could recommend, *** replied that didn't have a company that does it either. So, I've continued to wait on someone to come and no one has came yet. I'm a senior citizen, it's August and it's extremely hot and I can't continue I live like this. So, at this point a want a refund for all the payments that they have received From me. This is disheartening that they will take your money and when you need to have something fix they can't deliver. I'm paying for a company outside of HWA which is going to cost me $1500. I had to borrow money to get this fixed. This company does not honor their agreement and unreliable. Their home warranty service is worthless!

  Business Response

  Date: 08/08/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 9796880).
  
  On July 19, 2023, the customer placed a claim stating that the A/C unit was on but the fan was not blowing or circulating cold air. *** scheduled an appointment for 7/29/23 with SolarBear Heating and Air LLC. However, please accept our apology as the customer informed *** that the technician would no longer be working with home warranty companies. *** reached out to the technician, and he indicated that he was no longer accepting any new claims. As a result, *** reassigned the claim to BE Relieved Heating & Air Conditioning.
  
  Our most recent records indicate that an appointment is scheduled for 8/9/23 between 11:00AM 3:00PM EST. Notification was emailed to the customer today 8/8/23 with the technicians information and appointment details. Should the customer need to contact the technician directly he may be reached at **************.
  
  As for the customer request for a full refund, should he opt to terminate coverage there is no refund due at cancellation. Per section Cancellation of the user agreement, If this Contract is cancelled after 30 days from the Coverage Period Start Date, You will be entitled to 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: $554.27
  Months Used: 9 ($46.19) $415.70
  Authorized Claims: $161.10
  Cancellation Fee: $50.00
  Refund: $0
  
  Thank you,
  
  ********************
  

• Initial Complaint

  Date:08/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have attempted to cancel our account with them and were told our account was cancelled. We have since been charged for two months of coverage and have not been able to get a hold of customer service to resolve.

  Business Response

  Date: 08/08/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: IL03-SA01972777).
  
  Please accept our apology for the delay in cancelling the customers policy. The policy has been cancelled, and *** will also refund two months of the paid policy premium per his request. Funds will be issued back to the customers card on file. Please allow up to 30 days for processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************
  
  
  
  

• Initial Complaint

  Date:08/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We filed a claim for aircondioner not cooling with HWA June 18, 2023. We still, August 5, have no service, repair, replacement or a response from the Home Warranty of America supervisor as requested again on June 3rd by phone promise of employee "*******". They sent a contractor Air Plumb Heating &**********. the first time who put R22 coolant in a closed system which is obviously leaking. The coolant lasted one day and he never came back to fix or repair because he said *******'t let him usually actually fix or replace if it is not a minor fix from his past dealing with them...they just nurse along a failed system... he never even took the panel off the Air handler to inspect or detect further issues. They finally responded to a phone call from me and reassigned to another contractor ****** Air from *********. He did not show up for the open all day appointment on July 18th over a month after claim was placed, in ******** plus 90 **** degree heat. Eventually he came out and verified they system needed to be replaced. *** said he never responded. *** never had the promised supervisor return my call. I called again today , August 5th and they said there is no paper work or requests from the contractor and I have to get in line for yet another, 3rd, company. I have spoken with them on many occasions, taken time from work which I did not have scheduled, each time they close with "Thank you for being a valued Home Warranty of America member"!I have a chronic health condition which affects dehydration and kidneys and the heat in our home is unbearable. We pay honest money for honest warranty work which includes **************** Systems. This does not convey I am valued nor that they honor the contract to repair or replace failed systems.Please help.Sincerely,Obviously not valued member of HWA

  Business Response

  Date: 08/07/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 9203160). 

  Our records indicate that on June 21, *** approved replacement of the capacitor and a refrigerant recharge.  

  On July 15, the customer contacted *** stating that the unit is not cooling properly, and a recall was issued in order to have the unit reinspected, however the customer requested the claim be reassigned to a new technician.  

  Our most recent records indicate that 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. The customer was also provided with specific instructions to ensure proper reimbursement is followed. 

  As such, HWA is pending receipt of the technician's diagnosis in order to determine claim coverage accordingly. 

  Please note, HWA does not provide reimbursement for repairs completed without our prior authorization and therefore the technician must provide the diagnosis online via www.hwaclaims.com prior to any work performed. 

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

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

  Sincerely,

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

   

• Initial Complaint

  Date:08/04/2023

  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 with this company since 2019. Since I have a pool, I have an upgraded plan that costs more and more every year. I never once filed a claim until last year when my AC went out in June and we went several days without AC due to them not being able to locate a technician. I filed a new claim on Monday, July 31st as my AC stopped working again. It took almost the full 24 hours quoted to find a tech, and then I was given an appointment for Thursday morning. The tech called and confirmed the appointment was supposed to be for Wednesday morning instead. He showed up 10 min after the window stated, even though I was the first appt of the day, and then had to submit his claim to HWA to approve. It took until 10p for them to approve the work and schedule the tech for Friday morning (8/4). I called the tech Friday morning to verify he was coming out, as it was 3 hours into his 4 hour window, and he stated he never told *** that the appt this morning would happen. Called HWA back (roughly 10:30am), and they confirmed the tech DID say he would TRY to make it out in the morning of 8/4, but more than likely would not be able to come until the following week! My problem here is that they wouldnt switch techs and find another. Yes I paid the original tech the $100 service call fee. However, when the temperature is 106 degrees, it becomes a major health issue and some urgency and exceptions should be made to accommodate a customer, especially when the fix was roughly $400 and my policy has cost me $1,041.84 for the last year. I ended up cancelling the claim with them since I physically couldnt wait any longer for a tech (and they wouldnt budge), called a local tech myself and paid $407 out of my own pocket to have it fixed - surprise surprise, he was out within 3 hours and had it fixed on the spot with no issues. Im seeking a refund equal to at least the amount I had to pay out of pocket, if not my entire policy amount for their disregard to my health and safety.

  Business Response

  Date: 08/07/2023

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

  Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 10019149). 

  On July 31, 2023, the customer placed a claim for the air conditioning stating that the unit is not cooling properly. 

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

  On August 1, *** assigned the claim to **** ******* Services, LLC with an appointment scheduled for August 3. *** received the technician's diagnosis on August 2 and provided authorization in the amount of $75 for replacement of the failed capacitor. 

  On August 4, the customer contacted *** stating that the technician cannot complete the repair until the following week. It was explained to the customer that *** is not an emergency service company and appointments are provided based upon the technician's availability accordingly. 

  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." 

  As per section 1 under 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." 

  Thereafter, the same day, the customer processed a cancellation of their policy. The customer is not entitled to a full refund of the paid policy premiums as they were monthly policyholder and did not pre-pay for term coverage. 

  As per the *** Cancellation terms, "You will be entitled to a pro rata refund of the Contract Fee You paid for the unexpired term..." 

  Lastly, with respect to the customer's request for reimbursement for the cost of repair, *** does not provide reimbursement for unauthorized repairs and has the sole right to select the technician to perform the service.  As such, the customer's request has been denied based upon the terms set forth in their contract. 

  No further action will be taken. 

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

  Sincerely,

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

   

   

   

   

   

• Initial Complaint

  Date:08/04/2023

  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.

  7/30/2023 I filed a claim for my air conditioner. A tech was scheduled 8/2/2023. I spoke with the tech on Monday 7/31/2023 he said he may have someone available the same day from 2-4pm. No one showed. I tried calling 8/1/2023, no one answered and mailbox full. Wednesday 8/2/23 my original appointment time, no one showed. I contacted *** after the scheduled time had passed. They tried contacting the tech, no answer. They sent an email for the tech to contact me directly. Still no one contacted me. My ac is leaking lots of water and I have to wet vac at least once an hour because the pan fills that fast. I tried contact HWA again 8/2/23, no response.

  Business Response

  Date: 08/08/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 10003666).
  
  On July 30, 2023, the customer placed a claim stating that it was time for maintenance. Additionally, that the unit was taking long to cool even after the filter was changed, and the unit was constantly running. *** immediately notified the customer that she selected a non-covered reason. Per section VII. Limitations and Exclusions (M) of the user agreement, We are not liable for normal or routine maintenance. You are responsible for performing normal and routine maintenance.
  
  Although, the customer reached out to HWA and indicated that it was not a maintenance issue. She stated that the A/C unit was not cooling and that it was leaking water. *** then dispatched the claim to our vendor network and assigned Home Tech Appliance Repair for 8/2/23. However, the customer informed *** that the technician missed the appointment. As a result, the claim was reassigned to R.S. Services.
  
  Based on the diagnosis received from the technician, *** authorized the technician to blow out the drain line with nitrogen and add 2lbs of R410A refrigerant. Authorization was sent to the technician on 8/4/23 regarding such. The customer may contact the technician directly at ************* to schedule a repair appointment.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ******************
  
  

  Customer Answer

  Date: 08/08/2023

  [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:08/04/2023

  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 is been my warranty company for a few years now. I paid them on time every month and I just had a claim on July 27th because my air conditioning's quit working due to an issue with the power company. My AC units never came back on so I called home warranty of America for them to send someone out. It's been almost 2 weeks. I can't get a hold of a manager or supervisor. They keep giving me the same run around and we'll get me zero information. They've already been paid and I want my service completed in a timely fashion. My claim number is *******. They are refusing to give me any information or trying to help me settle this any quicker. Any help from you guys would be greatly appreciated. Thank you.

  Business Response

  Date: 08/11/2023

  **********************,
  
  Home Warranty of America (HWA)apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 947554).
  
  On July 27, 2023, the customer placed a claim stating that both of his A/C units were not turning on. *** dispatched the claim to our vendor network, but we are experiencing delays locating a technician to accept the work order. As an alternate resolution, *** offered the customer the option to use his own technician and submit for claim reimbursement,but he declined.
  
  Should the customer choose to move forward with reimbursement, the option is still available. The customer can log into the customer portal and select the reimbursement option. Upon selection, a form with instructions will be sent on how to move forward. In the interim, we are working diligently to locate a technician in the customers area.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 08/22/2023

  
  Complaint: 20421771
  
  I am rejecting this response because:HWA has still not done anything and they continue to take premiums from me. I need help with this please. 
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/28/2023

  **********************,
  
  Please accept our apology as we are still experiencing delays locating a technician to accept the work order. Although, on 8/23/23,the customer spoke with *** and informed that he completed the repairs. *** did not approve these costs. Per section **************** (2) of the user agreement, We will not reimburse for any services performed without our prior approval.
  
  Nevertheless, HWA would like to offer to refund the customer five months of the paid policy premium in the amount of $315.45 with cancellation as resolution to his complaint. Should he 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:08/03/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we purchased the diamond 2 year home warranty plan from HWA Home warranty of America earlier this year. In April 2023 we opened 3 separate, all simple fix, claims with this company. To this day, no contract has ever come out and fixed anything. End of may, beginning of June approx i called to cancel the contract. I was sent to some separate company that works with them as a resolutionist. She begged we give them a second chance to "make a stellar first impression". She stated she would send us a check for $250 to pay a plumber to fix the first issue with our plumbing.....as of today (aug 3 2023) we have never received a check and never had any contractor fix anything....I called today again to cancel. Again, customer service was useless and had to send me over to the "cancel and resolution". i was on hold with them for over 20 mins and then the call just ended....I called the customer service # three times today and was transferred each time to the "cancellation" department and each time no one answered, it just hung up.

  Business Response

  Date: 08/08/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: *********).
  
  Please also accept our apology for the delay in servicing his plumbing stoppage and water heater claims. As well as failure to send the goodwill payment as offered.
  
  Nevertheless, HWA has cancelled the policy (no.: *********) per the customers request. The customer will also receive a full refund of the paid policy premium in the amount of $997.50. Funds will be mailed 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: 08/11/2023

  [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 once the refund check is received for the full amount I'll find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:08/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a claim for a non operational A/C unit on 7/17. I did not receive an appointment within 24 hours as promised- not only that but I had to call on my own for updates several days in a row. In fact, we did not receive an appointment notice until 7/27- TEN DAYS after filing the claim. The appointment was scheduled for 8/4 with a technician that is not even located in the *************. This company expected ** to be without air conditioning for 18 days without reimbursement for having to purchase a portable A/C to keep our home cool enough that our kids and ourselves could remain in our home as we waited to be taken care of. We finally had enough and had it taken care of on our own and cancelled this appointment scheduled 8/4. During this time and after spending over $500 to keep our home cool enough- this company STILL took out a payment which weve consistently paid for over 4 years so that we would be taken care of immediately in an instance such as this. To say were disappointed and appalled by how terrible this experience has been is an understatement.

  Business Response

  Date: 08/08/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 9733391).
  
  On July 17, 2023, the customer placed a claim stating that the A/C unit was not turning on. CHW dispatched the claim to our vendor network, but we experienced delays locating a technician to accept the work order. As an alternate resolution, *** offered the customer the option to use her own technician and submit for reimbursement, but she declined.
  
  On 7/27/23, HWA assigned 7 Arrows Heating & Cooling and scheduled an appointment for 8/4/23. Notification was also emailed to the customer with the technicians information and appointment details. However, on 8/3/23, the customer contacted ***, requested to close the claim, and indicated that she would be using her own technician to repair the issue. As a result,the claim was closed.
  
  Due to the customers dissatisfaction, HWA will offer to waive a month of service for the month of August as resolution to her complaint. The customer may email ********************************************* regarding the proposed resolution.
  
  *** requests this matter be closed.
  
  Thank you,
  
  ********************