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: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.

  We purchased a home warranty from Home Warranty of America, *** They will NOT call us back and update us on the status of our first claim. They will not update us on status of our claim nor help us resolve or address the issue of our claim. I made the recommendation of billing a local repair company direct and I received no response from this company.

  Business Response

  Date: 07/26/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 9594074). 

  On July 10, 2023, the customer placed a claim for the air conditioning stating that the unit is not cooling properly. *** assigned the claim to ***************** Heating & Cooling, LLC with an appointment scheduled for July 17, however the technician was unable to keep the appointment due to scheduling conflicts.

  Our most recent records indicate that the claim has been reassigned to McCoys AC Service with an appointment scheduled for today, July 26, between the hours of 3-8PM.

  HWA will determine claim coverage upon receipt of the technician's diagnosis accordingly.  

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

  Sincerely,

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

   

  Customer Answer

  Date: 08/04/2023

  
  Complaint: 20367906
  
  I am rejecting this response because:
  
  This whole process has been a nightmare.

   

  One hired contractor never showed.

  The 2nd contractor was rude and wanted to fight with us. He also didn't know how to upload simple pictures. I had to login and do it for him.

  Then no one reached out to me for status. I called in today and the agent told me our claim is being declined because they are saying the ** broke before we bought the warranty which is NOT true at all! We have evidence with an application on our cell phone that we had 73 degree temperature in our household well after the warranty went into effect.

  We need our claim approved or our money returned!

   

  This is deceptive practice!

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

  Business Response

  Date: 08/25/2023

  Dear **********************: 

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

  Our records indicate that the claim was assigned to ****** AC Service to submit the diagnosis. Upon inspection, the technician reported failure to the compressor due to electrical failure in addition to the system being void of refrigerant.  

  The customer placed the claim on July 10, 2023, and reported the last time working date as July 8, 2023, which was six (6) days into term coverage which commenced on July 2, 2023. 

  As such, HWA determined that the failure would take time to occur and could not have developed within term commencement. Therefore, the claim was denied due to pre-existing conditions.  

  As per section 7(P) of the Limitations of Liability, "We will not pay for the repair or replacement of any covered systems or appliances if they are inoperable as a result of pre-existing conditions, deficiencies, or defects." 

  The customer has since processed a cancellation of their policy due to their dissatisfaction with claim outcome and was provided with a refund according to the terms of their policy. 

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

  Sincerely,

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

   

  Customer Answer

  Date: 08/25/2023

  
  Complaint: 20367906
  
  I am rejecting this response because:
  The service was semi working on the original first visit that the Tech never arrived for. It stopped fully working when the second tech arrived. We feel that the final action and determination of this claim is just plain wrong and this warranty not wanting to hold their part of the service agreement. No where in the contract or ads did we see a section that states that you all may assume an appliance is going bad. You all stink.
  
  
  Regards,
  
  *************************

  Business Response

  Date: 09/01/2023

  **********************,
  
  We apologize that the customer is still dissatisfied. Please also be advised that the customer has terminated coverage with *** and received a pro rata refund in the amount of $546.88. This was processed on 8/8/23 back to the customers card on file.
  Due to the customers continued dissatisfaction, HWA would like to offer an additional refund in the amount of $169.37. This would constitute a full refund of the paid policy premium ($716.25). Should the customer choose to accept as resolution to her complaint, she may email *********************************************.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ******************** 

• Initial Complaint

  Date:07/22/2023

  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.

  Opened my pool claim #******* July 19 for pool equipment, they sent a guy out thurs 20th that said the pump needs to be replaced we paid the technician $100 fee due with card. 7/21 I get an email saying they cant move forward with claim because we didnt pay fee. I called technician and they confirmed it was paid , and they made a mistake. The next day I get an email saying the pump is covered HOWEVER to move forward the existing piping will need to be modified. and this is not covered . They do not provide any details of support and ask me to go through appeals process. How am I going to appeal something I have zero details on what Im appealing?? Tell me whats not covered and my cost out of pocked or give me a check for the portion that is covered . Due to the heat and no pool pump , my pool is turning green. I have already lost days with them claiming I didnt pay the $100 when I did , and now them trying to push me into an appeal process when I never even disagreed with the outcome because I have yet to get an itamized repair quote that includes what needs to be repaired , whats covered , and whats due out of pocked .

  Business Response

  Date: 07/26/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their pool spa claim (no.: 9780614).
  
  On July 18, 2023, the customer placed a claim stating that when she turned on the pump it sparked, flew out of the box, and the pump stopped working. *** dispatched ***************** and based on the diagnosis received from the technician it was determined that the pool pump motor failed and needs to be replaced. This will be a covered repair. However, in order to complete the approved repair, the existing piping will need to be modified.
  
  Per section Exclusions (4) of the user agreement, We are not liable for repairs related to adequacy or capacity of Covered Items in the Covered Property; improper installation, design, or previous repair of Covered Items not completed under this Contract; and problems or failures subject to a manufacturers recall. Unless the optional coverage for such is purchased, 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.
  
  PVC connectors: $70.00
  Total Non-Covered: $70.00
  
  A claim determination letter was sent to the customer on 7/22/23 with the option to appeal. However, no appeal has been made to date. Our records indicate that a repair appointment is scheduled for 8/4/23 between 3:00PM 8:00PM PST. Upon the technicians arrival the customer will need to pay the non-covered charges. Furthermore, should the customer need to contact the technician directly he may be reached at **************.
  
  Thank you,
  
  ********************
  

  Customer Answer

  Date: 07/26/2023

  
  Complaint: 20362401
  
  I am rejecting this response because:
  
  The original appeal email did not disclose any information on what $ amount was covered , and what was not covered for me to determine if I wanted to appeal. I have since received a call from the repair company (after my BBB claim was filed ) outlining the cost out of pocket. The repair company has since informed me that the warranty company has authorized a refurbished miter , not a new one . I do not accept this offer . I have no issue paying for the piping if it is not covered , however I am not authorizing a refurbished motor . 
  
  Regards,
  
  ***************************

  Business Response

  Date: 07/31/2023

  **********************,
  
  We apologize that the customer is still dissatisfied. However, *** is not supplying the equipment for this claim, the technician is. HWA has authorized $350.00 towards the motor. Therefore, the equipment that the customer is referring to is being purchased by the technician, not HWA.
  
  Should the customer still disagree, HWA can issue the customer our costs for repairs in the amount of $455.10. Then the customer can use those funds to pay a technician of her choosing to complete the repairs. 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,
  
  ********************

  Customer Answer

  Date: 07/31/2023

  [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 a check in the amount of $455.15 being mailed to me with *********************************************** 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/21/2023

  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.

  3 weeks ago I reached out to the home warranty department of the new home that I spent every dollar on buying. During this time I had one contractor call me and tell me they were not going to come out and do the job because the home warranty company does not Want to pay them like they're supposed to and said that he was sending it back to them. During this time with children in my home along with animals We have been without air conditioning for 3 week Which is not a big deal to me until this started happening. My pipes are starting to sweat and create black mold in my home creating more damage Then just a blower going out on my AC unit. I paid $625 for the diamond plan. I would like them to uphold to their contract because they sure didnt mine taking my money. On another note I have a daughter that is asthmatic the black Mold is causing her to have episodes. Every attempt to get them to hold up to their end of the deal has been ended with we're trying to do what we can do to get somebody out there. All along why my home is getting damaged more. We'll send pictures if needed

  Business Response

  Date: 07/26/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 9492875).
  
  Please also accept our apology for the delay in locating a technician to accept the work order. Our most recent records indicate that the customer informed *** on 7/25/23 that he completed the repairs. Please be advised that *** did not approve these costs. Per section **************** (2) of the user agreement, We will not reimburse for services performed without prior approval. As a result, the claim was closed.
  
  The customer then requested a full refund of the paid policy premium. Should the customer terminate coverage a refund in the amount of $106.25 is due at cancellation Per section Cancellation, If You cancel this Contract within the first 30 days of the Coverage Period and a claim has been made or 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: $625.00
  Months Used: 9 $468.75
  Authorized Claims: $0
  Cancellation Fee: $50.00
  Refund: $106.25
  
  Nevertheless, due to the customers dissatisfaction HWA will offer the customer a full refund of the paid policy premium in the amount of $625.00 as resolution to his complaint. Should the customer choose to accept he may e-mail [email protected] are mailed in the form of a check and subject to 30 days processing.
  
  Thank you,
  
  ********************
  

• Initial Complaint

  Date:07/21/2023

  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 air conditioner went out on July 3,2023, so I called company. They sent out a company and I paid a 85. 00 deductible the company stated the air conditioner needed to be replaced. They denied his claim and sent another company out. They new company came out and said it needed a new motor company has refused to fix it and it has been triple digit weather making it hotter in the house. We have been sleeping at a hotel because of this.

  Business Response

  Date: 07/24/2023

  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:07/21/2023

  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 already filed a complaint against the business with you. 2 complaints for the same problem. I am not getting any assistance. *** is sending out another technician instead of fixing my air conditioner. This will be the 3rd technician to diagnose the problem with no repair.

  Business Response

  Date: 07/26/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: *******). Please also be advised that this customer filed the same complaint (no.: ********* in the Choice Home Warranty BBB portal.
  
  On May 27, 2023, the customer placed a claim stating that the A/C unit was blowing hot air. HWA dispatched ***** HVAC, LLC and they reported to the customers home on 6/6/23. Upon receipt of their diagnosis that the unit did not have any refrigerant, HWA authorized the technician to perform a leak test. On 6/6/23, the technician confirmed there was a small leak but he was unable to determine the location of the leak. Additionally, that he could not recharge the unit as he did not carry R-22 refrigerant. Per section Limits of Liability (1), Delays: 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.
  
  As a result, *** reassigned the claim to ****** Heat &Air 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. An appointment was scheduled for 6/14/23. Although,the technician failed to submit his diagnosis, became unresponsive and has been removed from the work order.
  
  Our most recent records indicate that an appointment is scheduled with M & I Heating and ******** for 6/26/23 between 7:00AM 11:00AM CST. Notification was emailed to the customer on 7/24/23 with the technicians information and appointment details. Should the customer need to contact the technician directly he may be reached at **************.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:07/20/2023

  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 placed a claim with Home Warranty company over 3 weeks ago to repair my AC and as of today I still have not had anyone come out to fix it. I have called and complained numerous times and asked to speak to a manager and been told they would call me back and didn't. They chose a company to come fix my AC that would not contact me and you could not leave them a message because their voicemail was full. This company did not even have any type of website or social media for me to contact them. They did not show up twice. I cannot handle being without air any longer living in the *********** area. This has been a horrible experience with Home Warranty of America.

  Business Response

  Date: 07/25/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 9380450).
  
  On 6/28/23,the customer placed a claim stating that the A/C unit(s) were not cooling. *** assigned Fenvis A/C & Heating and scheduled an appointment for 7/5/23.However, the technician informed *** that the customer missed the scheduled appointment. The customer also confirmed with HWA the issue stopped so he cancelled the appointment with the technician. As a result, the technician was removed from the work order.
  
  *** then reassigned the claim to Home Tech Appliance Repair but the customer informed *** on 7/15/23 that the technician missed the appointment. *** then rescheduled the appointment for 7/19/23. However, please accept our apology as the technician missed the appointment again.
  
  Our most recent records indicate that Comfort Cooling & Heating is scheduled to report to the customers home on 7/25/23 between 11:00AM 3:00PM CST. Notification was e-mailed to the customer on 7/24/23 with the technicians information and appointment details. Should the customer need to contact the technician directly he may be reached at **************.
  
  Thank you,
  
  ********************
  

• Initial Complaint

  Date:07/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** asked repeatedly to be removed from their call list and be put on do not call list. *** asked them to stop calling me and that I do not wish to participate in their services. They harass and call me multiple times a day for different phone numbers.

  Business Response

  Date: 07/24/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced. 

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

  If the customer 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:07/20/2023

  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.

  This is a follow-up to previous complaint 55950871-4D04F. *** has now completely denied my claim, saying that the refrigerator is not covered because the failure was not caused by normal wear and tear. Indeed it was not. It was caused by the incompetence of a technician from ********************* who HWA assigned to perform the service on my refrigerator. *** seems to be implying that I caused the damage. If they are, I am being libeled. The refrigerator was made unrepairable by ****************** technician tapping the wrong line to check the compressor function. I have documentation to that effect.

  Business Response

  Date: 07/25/2023

  **********************,
  
  Please be advised that this is a duplicate matter regarding prior BBB complaint no.: ********.*** responded to this matter on 6/30/23 and the customer accepted resolution.As a result, the BBB marked the complaint as resolved on 6/30/23. Should the customer wish to re-open him original complaint, please instruct him to do so.
  
  *** requests this duplicate complaint be closed.
  
  Thank you,
  
  ********************
  
  
  

  Customer Answer

  Date: 07/25/2023

  
  Complaint: 20350389
  
  I am rejecting this response because: *** did not live up to the terms of their response to the first complaint, which I accepted. They agreed to cover the entire cost of replacing the compressor on my refrigerator. Now they have rejected the claim completely and have refused to cover anything. I have cancelled my policy but I want their inexcusable behavior to be on record.
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 07/31/2023

  **********************,
  
  Please be advised that this is a duplicate matter regarding prior BBB complaint no.: ********. *** responded to this matter on 6/30/23 and the customer accepted resolution. As a result, the BBB marked the complaint as resolved on 6/30/23. Should the customer wish to re-open him original complaint, please instruct him to do so.
  
  HWA requests this duplicate complaint be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 07/31/2023

  
  Complaint: 20350389
  
  I am rejecting this response because: The terms of the resolution were that HWA would cover the repair costs for the compressor, both parts and labor.  They did not cover them. Rather, they rejected the entire claim on the basis that the repair service had caused such damage that the compressor could not be replaced and our policy did not apply under those circumstances.  I reject any response from HWA that does not include some form of compensation.
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 08/03/2023

  **********************,
  
  We apologize as ******************* was unable to complete the repairs and requested *** reassign the claim. *** then dispatched Ness Appliance Repair and based on the diagnosis received it was determined that the failure did not constitute normal wear and tear.
  
  A claim determination letter was sent to the customer with the option to appeal and he did. On 7/24/23, the customer spoke with a Case Manager indicating that the unit was improperly repaired by our tech. *** advised that the user agreement does not cover improper repair nor are we liable for the vendor.
  
  Per section Limits of Liability (15), Authorized Repair Technician: You understand and agree that We are not a contractor. We will not be the Authorized Repair Technician and We will not perform the Services under this Contract. We engage third-party, independent contractors to service homes under the Contract. We will subcontract with Authorized Repair Technicians that meet Our standards. You understand and agree that We: (i) are not liable for the negligence, omissions, or other conduct of the Authorized Repair Technician; and (ii) are not an insurer of the Authorized Repair Technicians performance.
  
  Per section Exclusions (4), We are not liable for improper installation, design, or previous repair of Covered Items not completed under this Contract.
  
  Our most recent records indicate that the customer terminated coverage on 7/24/23. As the customer was a monthly policy holder and did not prepay for coverage, there was no refund due at cancellation.
  Nevertheless, *** will offer the customer the costs for repairs we authorized to *******************. in the amount of $707.53. The customer may email ********************************************* 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,
  
  ********************
  

  Customer Answer

  Date: 08/17/2023

  [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 **** would like to make one final note on ***'s application of the policy terms. The initial failure of the compressor was not caused by a repair service. Rather, it failed through normal wear and tear or from some cause that was never diagnosed.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home warranty when I bought my home. The ** went out and I filed a claim. The claim was approved and the company they hired to replace the ** unit has never replaced the unit. They say that arent replacing it until home warranty of America pays them. They state to me that HAOA owes them ok $40k and they wont install until paid first by warranty company. When I call the warranty company they state that they have paid the hired company and they should have installed it. Ive been going back and forth with **** and the hired company for almost a full year and still have not gotten the ac unit replaced. *** asked to escalate to to a higher management team, and I was told the claim has expired now. Both companies keep telling me different things without no resolution. Both companies are lying and not following through with approved claim. I do not trust either business.

  Business Response

  Date: 07/26/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 4987326).
  
  Please also accept our apology for the delay in the technician completing the repairs for the coil and condenser. *** spoke with the technician today (7/25) and confirmed that he has the equipment to install. However, he indicated that he never received authorization for the work order. *** sent the authorization (no.: ********) to the technician on 10/11/22. However, he indicated that it was never received.
  
  HWA has already supplied the condenser and coil, which the technician currently has. We have also re-sent authorization (no.: ********) for this work order directly to the technician. The customer will owe non-covered charges directly to the technician in the amount of $900.00 for any modifications,upgrades, removal, disposal, or haul away.
  
  Per section Exclusions (4) of the user agreement, 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.
  
  Per section Limits of liability (13) of the user agreement, Haul Away: We are not responsible for removal and hauling away of old equipment or appliances, unless OrangePlus coverage has been purchased. Where available, You may choose to pay an additional fee directly to the Authorized Repair Technician for removal and/or disposal of an old system, component or appliance.  
  
  The customer may contact the technician directly ************** to schedule a repair appointment.
  
  Thank you,
  
  ********************
  

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been with Home Warranty of America since ****. HWA has changed ownership since then. July 8th I submitted a claim for my dishwasher because the touchpad was acting up. July 13th appliance repair guy came collected the $100 fee and said we will submit the repair to HWA. Same day We get an email saying the that it is more cost effective to replace our dishwasher than repair it. Instead of replacing them they are offering cash. They are offering me $246 gift card from Lowes for me to go get a new dishwasher they even said I could use the gift card to upgrade it, in lieu of replacing it. I am still in shock as to how am I going to replace a dishwasher with $246? Had a phone call with ********************************* and she identified herself with Choice home warranty and her email address is with choice home warranty. I am confused because I am a Home Warranty of America customer and they happily take my money every month. Bottom line she said that my dishwasher did not warrant any features for her to give me a higher amount to replace it. I asked to speak with a manager and she said she was the manager or I could try calling *************************** and gave me a number but that she was not available today. To call her tomorrow. ***** said that they reserve the right to offer a cash, in the form of a Lowes gift card, for a replacement at their actual cost which is less than retail value. She said this is the practice for appliance replacement. How is this a replacement? I understand my dishwasher is a basic model. No one in this economy can replace a built-in basic dishwasher for $246. A basic dishwasher starts at around $500 on sale. I am at a loss.

  Business Response

  Date: 07/20/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 9568046). 

  On July 8, 2023, the customer placed a claim for the dishwasher stating that the touchpad is not working properly. *** dispatched ************************ to the customer's home to submit the diagnosis. Upon inspection, HWA approved replacement with a buyout of $246. 

  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 similar features, capacity and efficient, 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 it was explained that the offer is based upon Our cost and therefore the amount was not increased based upon the terms set forth in the customer's contract. 

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer a buyout increase from $246 to $499 as a final offer. Should the customer wish to accept, they may contact the undersigned via email at *******************************************.  Upon acceptance, a check will be mailed to the customer within 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