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:08/03/2023

  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 basement had backed up in Aug 2022 I called the home warranty people home warranty people sent a company out. I paid my hundred dollars fee. The company that they sent out left p*** all over my basement. They did nothing. I called the home warranty people they couldnt get a hold of the company that came out. P*** was left all over my basement floor Home warranty people couldnt get a hold of the company so they closed out the case home warranty people say all other companies was was so booked up so I was left without service so p*** Its been all over my basement floor. I reached out to home warranty service. They closed out the case they told me I had to pay another hundred dollars and I shouldnt have to pay another hundred dollars. I shouldnt have to keep reaching out to them when they shouldve kept reaching out to me. I told them I was contacting Better Business Bureau and Attorney General

  Business Response

  Date: 08/08/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their plumbing stoppage claim (no.: 4533264).
  
  On August 13, 2022, the customer placed a claim stating that last year she had a problem in the basement and there was sewage all over the floor.Additionally, that the sewage was coming up through the floor drain. HWA dispatched ASAP Appliance and Electronics and they reported to the customers home on 8/17/22.
  
  On 8/26/23, the customer informed *** that the technician snaked the line and indicated that he would be returning to the home. *** reached out to the technician to contact the customer as well as for his diagnosis. However,please accept our apology as the technician became unresponsive and failed to submit such. As a result, the claim was reassigned to ****** Plumbing H20 and an appointment was scheduled for 9/23/22. Although, the technician reported to HWA that he was unable to service the mainline issue. The claim was then placed back in our vendor network for reassignment, but we experienced delays locating a technician to accept the work order.
  
  HWA did not hear from the customer regarding this matter until 7/31/23 wherein she stated that she has been trying to clear the system. *** advised the customer that the claim was closed as it was well past 30 days and she would need to open a new claim. However, the customer disagreed.
  
  Please be advised that the customer will need to place a new claim in order to address her plumbing stoppage issue and pay a new service call fee.Per section **************** (2) of the user agreement, You must notify Us as soon as a problem is discovered. We will accept Service Requests 24 hours a day, 7 days a week, 365 days a year and **************** (3), You must pay the Trade Call Fee for each Service Request in advance of any Services being scheduled. The Trade Call Fee applies to each Service Request dispatched and scheduled, including but not limited to those Service Requests wherein coverage is deemed excluded or denied under Your Contract.
  
  Although, *** will agree to add one free service call fee to the customers policy to use on a future claim. The customer may email ********************************************* regarding the proposed resolution.
  
  Thank you,
  
  ********************
  

• Initial Complaint

  Date:08/02/2023

  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.

  Filed a claim with *** on 07/31/23 at 11:43 AM AKST because my fridge had started to stop cooling and was assigned case # ********. Day one had passed and had no response. Called day 2 and was told they were still trying to contact a technician in the area and fridge is now completely dead. Day 3 and again, no response. Tried calling into the support line and placed my number on a callback line and still did not get a response. I ****** mapped my area and there are maybe 12 appliance repair places within 1.5 hrs from my location. It is unacceptable after 3 days to have not gotten back any kind of progessive calls or emails reflecting that there is some kind of progress with my claim. Food has now gone completely bad, which they will also claim no responsibility for and will not pay to replace.

  Business Response

  Date: 08/03/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 10018051). 

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

  As per section 1 under ***************** "You must notify Us as soon as a problem is discovered. 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." 

  As per section 1 of the Limits of Liability, "We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs." 

  *** 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. 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 HWA directly or accept by logging into their account center. 

  Sincerely,

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

  Customer Answer

  Date: 08/03/2023

  
  Complaint: 20415217
  
  I am rejecting this response because:

  Day 4 now and I still have not heard anything from anybody in regards to the claim. I even posted a similar complaint within the claim portal and never even got a reply there. Based on how things have gone with this current claim I don't have much faith with the reimbursement process. If a can't get a hold of anybody now then why would I think I would ever be able to get a reimbursement for it? Seriously though, ZERO communication, not even an apology for this delay.

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

  Business Response

  Date: 09/08/2023

  **********************,
  
  Our most recent records indicate that on 8/21/23 the customer agreed to cash back in lieu of replacement in the amount of $1,040.00. 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,
  
  ********************

• Initial Complaint

  Date:08/02/2023

  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.

  My husband has tried to contact Home Warranty of America and have been unable to have our questions answered. (We had a call scheduled with Cameo "case manager" and she disconnected from the call and never called back, when we called back on the same number she called on, no one could connect us to her or answer our questions. So we have resorted to getting an answer this way. There have been multiple complaints about policies auto renewing without the customer being aware. Our policy with them expires 11/05/2023, all we want to know is that we are not having anything renewed because we had to file a complaint on here (BBB) last year for HWA to send us our reimbursement check after they held it more than 60 days. All I need is HWA to confirm nothing will be renewed after our policy expires. We do not want this service anymore and are not willing to pay for it again because of poor customer service. Contract Number: *************** I just need in writing that *** will not charge us for renewal and our expiration date is 11/05/2023 and we are not obligated to renew or pay anything.

  Business Response

  Date: 08/03/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: IL03-SA01832296).
  
  Per section Coverage Time, Renewal, & Payment (4), 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.
  Our most recent records indicate that as of 8/2/23 the customers preference not to renew their policy was recorded. Therefore, the policy will expire on 11/5/23 and will not be renewed.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************
  

  Customer Answer

  Date: 08/03/2023

  [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:08/01/2023

  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.

  This companies wont stop calling me and emailing me to enroll in a policy. They call me four times per day and follow it up with an email. *** harassing practice that needs to stop

  Business Response

  Date: 08/02/2023

  Dear **********************: 

  We have sent an expedited request to our ******************** to place ******************** information on our do not call/do not email list. 
  Please allow for up to 30 business days for the information to process.

  If **************** continues to receive solicitations, please forward the phone number and/or forward the email that they received to ******************************************** subject line Continued Solicitation BBB Complaint ID ********, so we may revisit the issue.

  Sincerely,

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

• Initial Complaint

  Date:08/01/2023

  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 home warranty policy with ***, and called about our dryer, which has stopped working. *** sent a technician over a month ago, and we payed the $100 deductible.We were told the part would be delivered in a week and repair tech would come at that time. It has been well over a month now. We call HWA daily. They are now saying they need to send a new technician.Every day they say one will be assigned in 24 hrs. Feels like they are just giving us the run around until we give up. Every time we call it is a dead end. They stay the same thing with no resolution. We have 2 kids at home and need our dryer. This deceptive behavior by ***.

  Business Response

  Date: 08/03/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dryer claim (claim no. 9351500). 

  Our most recent records indicate that HWA approved replacement with a buyout of $335. 

  As per sections 9 and 14 of the Limits of Liability, We reserve the right to offer cash back in lieu of repair or replacement (replacement of equipment with similar features, capacity and efficiency but not for matching brand color or dimensions) in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement,which may be less than the retail price, to repair or replace any Covered Item. 

  The customer appealed claim outcome and the buyout was increased to $500, 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

   

• Initial Complaint

  Date:07/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issue regarding Air conditioning not working. The ** in the top floor which has 4 bedrooms stopped working on 26th July. I filed a claim with *** on 27th July at 8:45am. On following up repeatedly, they haven't sent me a technician and informed that their SLA is 48 hrs to find a technician. Its been over 48 hrs and they still haven't found a technician. Over the past 2 days. I have called them 4 times to receive the same answer, put on hold for long periods of time and calls have been dropped when I ask to speak to a supervisor. In the meanwhile, my aging mother, wife, daughter and 2 pets had to sleep in the living room because the top floor is unbearably hot due to the heat wave. This is impacting our living conditions. I urge you to please have them fix this issue ASAP or let me search for a local technician.

  Business Response

  Date: 08/03/2023

  Dear **********************: 

  Please note this complaint was answered under Complaint ID ********.

  As such, we ask that this complaint be closed as a duplicate and all further responses or rejections be attached to the original complaint accordingly.

  Thank you,

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

• Initial Complaint

  Date:07/27/2023

  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 a customer of HWA since 2014 and have 2 homes which are in contract. In a year, I spend over $1200 as premium. Over the past year, my experience has been extremely frustrating.In the past month, I have submitted 4 claims. Three in my primary residence ( ********** stopped working, Garage door stopped working and one of the ** units stop responding) and 1 in my secondary home ( water leak below ** unit). They haven't found a technician for over 10 days in all these cases. For my dishwasher, I chose the reimbursement process and reached out to a vendor through Thumbtack who came in promptly on the same day, diagnosed the issue that the mother board was damaged and it is better to replace the unit. I paid him the trade call fee of $100 and he sent me an invoice with his findings. I also mentioned to him that I am working with *** and hisimmediate response was that they are the worst vendor to work with and he will not be responding to them and will communicate with me. I provided all this information to the claim reimbursement portal and they keep asking additional info. No solution yet as I am writing this. Essentially, I don't have a dishwasher for 15 days.Regarding the garage door, every time I speak to them, they do not want me to go to a third party and every single time I call, they ask for 24 additional hrs to assign a technician. The story is the same for all the claims. they do not have an escalation channel, don't provide a technician and have a scripted message every single time I call. This is extremely frustrating as I have to pay them for a service which they don't seem to provide while I have to live with the issues. Can someone please assist. It feels like I am talking a wall with the same response.

  Business Response

  Date: 08/03/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the garage door opener claim (claim no. 9762014) and the air conditioning claims (claim nos. 9522524 and *******). 

  With respect to the air conditioning claim (claim no. 9522524), our most recent records indicate that the claim was assigned to ********************* and Heating with an appointment that was scheduled for August 1. At this time, *** is pending receipt of the technician's diagnosis in order to determine claim coverage. 

  With respect to the garage door opener claim and the other air conditioning claim (claim no. *******), *** apologizes for the delay in locating a technician to accept the work order.

  As per section 1 of the Limits of Liability, "We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs." 
  
  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. 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 HWA directly, accept by logging into their account center or they may contact the undersigned at *******************************************.

  Sincerely,

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

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a major gas leak at our house on July 20, 2023, and contacted HWA the same day. The gas company spent several hours at the house, could not identify the source of the major leak, and shut off the gas. The plumber assigned by *** came out on July 24 and sought HWA authorization to diagnose and fix the leak. *** has continued to refuse to provide that authorization on the alleged basis that it requires a photo of the "red tag" from the gas company. As HWA has been advised by the approved technician, however, the gas company will NOT provide a red tag when, as here, they cannot pinpoint the source of the leak. *** has been told by the plumber AND by the gas company (through a forwarded email) that gas was shut off because of a major leak. Yet *** continues to insist that it cannot authorize repair.As HWA knows, we have a young daughter recovering from surgery, another young child, and a baby. The inability to have hot water for washing dishes, bathing, and doing laundry is a major problem for our family.

  Business Response

  Date: 07/26/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their plumbing system claim (no.: 9805739).
  
  On July 19, 2023, the customer placed a claim stating that the gas company indicated a plumber was needed to pinpoint the gas leak. *** dispatched One Good Plumber and upon receipt of their diagnosis that there was a gas leak somewhere in the home, *** requested a copy of the red tag. *** received documentation from the customer dated 7/19/23 from ************ that there was a leak in the piping of the home. However, there was no indication of any gas leak. On 7/25/23, *** requested a copy of the red tag once again.
  
  However, the technician informed HWA that the gas companies in ********* do no put red tags on the gas meters. *** indicated that we need a red tag or documentation from the gas company as to why they turned off the gas. Please be advised that *** is pending the requested information at this time.
  
  Thank you,
  
  ********************
  

  Customer Answer

  Date: 07/26/2023

  
  Complaint: 20375430
  
  I am rejecting this response because it falsely claims that in the documentation we sent  "there was no indication of any gas leak."   We sent an email from the gas company confirming ***************** service technician recently visited your home due to a natural gas leak or issue with your natural gas appliance. Your safety is our highest priority. Please do not attempt to turn on a defective appliance or your gas service until it has been repaired or replaced by a licensed plumber or other qualified contractor."
  
  
  
  Regards,
  
  *** Dossier ******

  Business Response

  Date: 07/31/2023

  **********************,
  
  Our most recent records indicate that *** has authorized the technician to complete the repairs, which include a leak search and $250.00 towards permit fees. There are non-covered charges due to the technician in the amount of $300.00 for the remainder of the permit fees. Per section Additional Coverage/Upgrade Options, Building permits up to $250 per occurrence. Notification was sent to the customer on 7/27/23.
  
  Gas Leak Search: $680.00
  Permits: $250.00
  Minus SCF: -$100.00
  Total $830.00
  -------------------------
  Permits: $550.00
  CHW Covering: $250.00
  Total Non-Covered: $300.00
  
  The customer may contact the technician directly at ************** to schedule a repair appointment.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yesterday a technician came out to my house and looked at my dishwasher. It was a technician sent out by *** which I've been waiting since the beginning of July. Not a big as long as I could get it repaired. He submitted the claim since my motor went out it warped my heating element (technician put bent heating element), which caused the heating element to start to burn the bottom and burn the bottom sprayer. claim #*******. I was informed it was not covered on the home warranty so now I'm wondering what is covered because I've had to pay out of pocket for the last 3 repairs since they "were not covered" and ended up not using the warrant that I've paid for. This company gave me no issues at my last house and was great but this house has been a nightmare. NEVER will I use this company again if these problems persist.

  Business Response

  Date: 07/26/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dishwasher claim (no.: 9568577).
  
  On July 8, 2023, the customer placed a claim stating that the dishwasher was not working correctly. *** dispatched *************** Service and based on the diagnosis received from the technician it was determined that the failure did not constitute normal wear and tear. Per section Definitions (9) of the user agreement, Systems and components as specifically described herein as Included under Your service plan become inoperative due to unknown mechanical or electrical failures or normal wear and tear, including breakdowns due to insufficient maintenance.
  
  A claim determination letter was sent to the customer with the option to appeal and she did. On 7/24/23, the customer spoke with a Case Manager and *** explained that the heater was warped which caused it to melt into the cavity. Furthermore, that the failure did not constitute normal wear and tear as the part is not meant to bend/twist. Therefore, the customer was advised that the claim determination would remain as non-covered.
  
  Nevertheless, *** will offer the customer half the cost for the heater in the amount of $120.91 upon receipt of an itemized paid invoice. The customer may e-mail ********************************************* regarding the proposed resolution. Funds are mailed in the form of a check and subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ******************** 

• Initial Complaint

  Date:07/24/2023

  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 ***. I had a leaking faucet on the INSIDE of the house (covered by the warranty company). I waited for three days with water leaking under my house when I was told I could hire my own technician and be reimbursed. I followed the process to the letter. The technician came, filled out the appropriate form, waited. *** requested more information. The technician provided the information and then we waited for two hours (for which I had to pay the technician). The approval never came.I finally had the technician complete the job, paid for the job (and the extra time we spent standing around waiting).The next day, I reached out and was told they needed more information. I contacted the technician who said that he had spoken with them *again* and the repair was approved.I uploaded the receipt and assumed the matter was closed.I logged in to check the status of the claim two weeks later and it *still* wasn't approved. Tried to talk to a supervisor, but the call center refuses to let you speak with anyone. Eventually a supervisor called me back and said she had everything she needed.Another month went by and I went to check the status of the claim. Still unapproved. This time I was told the technician hadn't responded, even though the previous supervisor told me everything was approved.When I called to cancel my account, the I waited on hold for an hour before the system disconnected my calls. After three attempts, I finally was able to speak with someone who offered me a free month of coverage, but told me the claim had been closed and would not be paid.I want HWA to make good on their commitment. It is unacceptable to have water leaking under someone's home - a covered repair - and to string the customer along. I've spent hours on the phone trying to resolve this with no resolution.

  Business Response

  Date: 07/26/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 8840028). 

  On May 30, 2023, the customer placed a claim for the plumbing system stating, "Our spigot is leaking under the house when it is on. We heard something that sounded like forced air in our home when our faucet is on. It appears it only leaks in the crawl space when the water is turned on outside the house. We may need mold remediation too." 

  In lieu of awaiting vendor scheduling, HWA offered the customer 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, the customer received the following instructions in order 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.

  The technician provided HWA with their diagnosis indicating that the hose bib requires replacement.  As the technician did not provide the cause of failure or the location of the hose bib, HWA corresponded with the customer stating, "We need more information from your technician. For faster service, please provide your claim number to your technician and have him contact us online at hwaclaims.com." 

  In response to our request, the customer corresponded with *** stating, "The technician is currently completing work. What do I need to do? He obtained authorization, I believe." 

  *** replied to the customer stating, "Our records indicate that there is no claim determination made yet. Please note that we are in need of additional information from your vendor in order to move this claim forward. We would need to know what caused the hose bib to pipe, as well as where the hose bib is located. Make sure to have your vendor submit the information to www.hwaclaims.com as additional notes to be reviewed by the appropriate department. As a reminder, work performed without prior authorization will not be eligible for reimbursement." 

  Later that same day, the customer provided a paid repair invoice seeking reimbursement.  As per section 2 under ***************** "We will not reimburse for any services performed without Our prior approval." 

  As per the reimbursement instructions, "You are required to get authorization from HWA before commencement of any repairs. Failure to obtain authorization before repairs commence will cause a forfeit of your right to receive reimbursement from HWA." 

  Based upon the terms set forth in the customer's contract, in addition to the reimbursement instructions received by the customer, *** has denied the customer's request for reimbursement accordingly. 

  Our records also indicate that the customer has since 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