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:07/19/2023

  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.

  Submitted a claim to have someone look at my A/C 7 days ago. I have called 4 times and keep getting told to give them another 24hrs. They continue to say they are trying to find a contractor in my area, which is ***** ********. In addition, they stated they would offer a "reimbursement", however, there are strict stipulations the CONTRACTOR must perform in order for you to get your reimbursement - this is simply a bait and switch scam for which they can blame the contractor for denying your claim. I feel it is representative of the business if no contractor wants to do business with them, and they are taking so long to "find a contractor". As of the date of this complaint, I called and they still have not found a contractor, to even schedule an appointment.

  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.: 9663257).
  
  On July 12,2023, the customer placed a claim stating that the A/C unit was not cooling the house properly. *** dispatched the claim to our vendor network, but experienced delays locating a technician to accept the work order.
  
  Our most recent records indicate that on 7/20/23, HWA assigned TechTonics AC &Appliances and scheduled an appointment for 7/25/23 between 11:00AM 3:00PM CST. Notification was e-mailed to the customer the same day with the technicians information and appointment details. Should the customer need to contact the technician directly he may be reached at **************. Upon receipt of their diagnosis a claim determination will be issued in accordance with the terms and conditions of the user agreement.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************
  
  
  

• Initial Complaint

  Date:07/18/2023

  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.

  I had a home warranty between January 2022 and February 2023. In August 2022 my home's air conditioning (A/C) system broke down. I filed a claim with Home Warrant of America (HWA) and they sent a local technician to inspect the system along with a $100 fee. It was determined the system was covered under the policy but there were extra costs I was responsible for. I asked for a breakdown of the costs so I could confirm said costs were indeed not covered by the policy. They instructed me to decline agreeing to paying the extra costs in order to get assigned an agent to go over the costs. An agent was assigned, a discussion was had, and it was agreed to provide me with an email defining the costs. I followed up to get the cost information but, unbeknownst to me, the claim had expired. I had to start a new claim, have a new technician inspect and charge another $100 fee. It was again confirmed the A/C system was covered and again confirmed I was responsible for additional costs. This time I simply accepted the costs in an effort to get the job done. *** confirmed they ordered the equipment and would notify the technician. I followed up with *** in November and December of 2022 and both times they said they notified the technician that the equipment was ready and were waiting for the technician to respond. I then contacted the technician myself and they confirmed they were never contacted by ***. I followed up with *** again where they informed me my claim had expired. We then had a three way call with the technician and it was confirmed that *** had notified the wrong technician. At this point in time, it was after my policy had expired. *** informed me that since my policy had expired, I needed to start a new policy to start a new claim. They then informed me that even if I start a new claim they would not cover the A/C as it would be a preexisting condition on the new policy. Due to *** emailing the wrong technician my A/C was never fixed. I want *** to fix my A/C.

  Business Response

  Date: 07/20/2023

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

  Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim nos. 4345020 and *******). 

  On August 4, 2022, the customer placed a claim for the air conditioning stating that the unit is making a noise and is smoking.  *** dispatched A & C Heating & Cooling to the customer's home to submit the diagnosis.  

  On August 23, *** approved replacement of the coil and condenser and advised the customer of non-covered charges in the amount of $1,108 to account for the cost of modifications necessitated with replacement of the unit. 

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

  On August 23, the customer declined the non-covered charges, and a Case Manager was assigned for appeal handling.  

  The Case Manager attempted to contact the customer on August 29, however the customer was unavailable. Thereafter, on September 29, the Case Manager spoke with the customer and advised that the charges are to account for the modifications, which are excluded under the terms of their contract.  It was also explained that the claim has since closed as 30 days have passed since claim approval, and therefore a new air conditioning claim (claim no. *******) was placed accordingly. 

  *** assigned the work order to the prior technician, A&C Heating & Cooling. On November 2, 2022, *** approved replacement of the coil and condenser and advised the customer of non-covered charges in the amount of $1,298 to account for the cost of modifications necessitated with replacement of the unit. 

  On November 9, the customer accepted the non-covered charges, and the equipment order was placed accordingly. 

  On December 12, *** received notification from our equipment supplier that the order was cancelled as the equipment order was not retrieved by the technician.  *** also attempted to contact the technician to inquire as to why the unit was not installed, however the technician was unresponsive.  

  As per section 15 of the Limits of Liability, "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." 

  Thereafter, on April 14, 2023, the customer contacted *** regarding replacement status, and they were advised that claim has since closed. In addition, the customer's policy expired on February 6, 2023, and therefore no further service would be provided on a non-active policy.  

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer reimbursement in the amount of $1,797.64, which represents ***'s authorized cost of repair, upon receipt of a paid repair invoice.  The customer may provide the paid invoice to the undersigned via email at *******************************************.  

  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: 07/26/2023

  [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:07/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have purchased insurance through home warranty of America and are appalled by the unethical behavior of the company. 3 major issues having needed to file claims on our home.- Require payment of $75 per issue as a "co-pay" if anything comes up, and charge per incident even if the inspector is checking out multiple issues during the same visit - Scheduling an inspection and repairs takes weeks regardless of the seriousness of the issue - Repeatedly deny claims with no explanation or reason as to why issues aren't covered I have happy to provide detailed documentation as needed

  Business Response

  Date: 07/14/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: *********). Please have the customer include the claim number(s) in which he is referencing so that we may address his concerns accordingly.      
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 07/22/2023

  
  Complaint: 20313481
  
  I am rejecting this response because: More information requested - Claim # *******
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 07/25/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 9472961).
  
  On July 3, 2023, the customer placed a claim stating that the refrigerator was leaking on the inside. *** dispatched ************** Specialist and they reported that the defrost heater burned out. 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 7/13/23, *** assigned a Case Manager to the customers claim. However,our records indicate that the customer has not spoken with their Case Manager regarding their appeal. ***** be advised that the unit was reported last working on 4/12/23. This would indicate that the unit failed the same day the policy took effect. Therefore,constituting a pre-existing condition which the user agreement does not cover.Per section Listing Coverage Limits of Liability & Exclusions (2) of the user agreement, Pre-Existing Conditions: During the Listing Period, We will not pay for the repair or replacement of any Covered Items if they are inoperable as a result of preexisting conditions, deficiencies, insufficient maintenance, and/or defects.
  
  Nevertheless,HWA will offer to reimburse the customer $176.06 upon receipt of an itemized paid invoice. This constitutes our cost for the defrost heater with labor. The customer my e-mail the invoice to ********************************************* should he accept 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

  
  Complaint: 20313481
  
  I am rejecting this response because: The proposed resolution doesn't address the issue.

  I have requested quotes and they are coming in higher than the quoted amount. With that in, please organize for a repair technician to complete the repair and bill Home Warranty of America directly

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

  Business Response

  Date: 08/03/2023

  **********************,
  
  Regarding the quote the customer is requesting, our costs for repairs towards toward the refrigerator claim is in the amount of $176.06.This constitutes the cost for the defrost heater with labor. Although, the claim was denied due to preexisting conditions, which the policy does not cover.The unit also failed the same day the policy took effect. However, *** has offered to issue the full costs for repairs upon receipt of an itemized paid invoice directly to the customer. There are no further funds to offer at this time.
  
  There is no further action that HWA 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, he needs to follow the procedure for Resolution of Disputes outlined in his contract.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ******************** 

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid a deductible on April 8 due to air conditioner going out and had to submit a new claim on July 3 for the same problem. Insurance claim their our waiting for mor pictures before fixing problem. Its has been triple digits in my area.

  Business Response

  Date: 07/19/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 9460337). 

  Our records indicate that the claim was assigned to SA Heating and Air Conditioning to submit the diagnosis. Upon inspection, *** requested the technician provide photos of the crack in the heat exchanger, in addition to photos of the data tag in order to complete claim evaluation, however the technician failed to provide same. 

  As such, *** has waived the service call fee and reassigned the claim to ******* Heating & Air Conditioning with an appointment scheduled for today, July 19, between the hours of 3-8PM. 

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

  Sincerely,

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

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with my home warranty for a broken dishwasher and after paying $75 for the service fee a company came out to fix it but it still does not work. Over two months later and no one is returning my calls and Home Warranty of America wants me to pay ANOTHER service fee of $75 to fix the same issue/appliance. At this point it seems they are a scam and want to collect as much money as possible to not even fix the issue or provide a solution that is worth less that the service fee charged. If you want good customer service, choose another home ********************** provider.

  Business Response

  Date: 07/18/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dishwasher claims (no.: *******; *******).
  
  On April 25, 2023, the customer placed a claim stating that the unit was not heating nor was it advancing through the cycles. HWA dispatched *************************** and they reported to the customers home on 5/10/23. Based on the diagnosis received, HWA authorized the technician to replace the control board.
  
  Additionally, the door cable was physically damaged/broken and also required replacement. Please be advised that this is not considered normal wear and tear and would indicate misuse. Per section Limits of Liability (6) of the user agreement, 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.
  
  On 6/8/23, the customer contacted *** and indicated that the unit was not working again. *** recalled the claim back to ***************************. Per section **************** (5) of the user agreement, ** Services provided under this Contract should fail, We will provide for the necessary repairs without an additional Trade Call Fee for a period of 30 days on parts and 30 days on labor from the date the Services were materially complete. However,as the technician was not responding to the customer, he requested the claim be reassigned. As a result, a new claim (no.: *******) was opened.
  
  Our most recent records indicate that an appointment is scheduled with ************** Specialist for 7/20/23 between 7:00AM 11:00AM PST. The service call fee has also been waived. Notification was e-mailed to the customer on 7/14/23 with the technicians information and appointment details. Should the customer need to contact the technician directly he may be reached at **************.
  
  Thank you,
  
  ********************
  

  Customer Answer

  Date: 07/18/2023

  
  Complaint: 20306422
  
  I am rejecting this response because:
  
  It incorrectly portrays what has happened. I called back to say whatever repair was made did not work immediately and there were efforts to stonewall an actual fix or replacement. Further a company did call to schedule but said I would need to pay the service fee again which I was told would be waived. Again a lack of efficient process or actual misrepresentation. 
  
  Regards,
  
  Ari Beer

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a terrible experience with this company. They refused to honor their warranty and fix my washer, which I used for a normal load of clothes. They claimed it was overloaded, but they did not show me any proof. They ignored my calls and emails, and they did not offer any compensation or apology. They are dishonest and unprofessional. I am very unhappy and frustrated with this company and their service. They have not fulfilled their obligations and have cost me money and time. They have also been rude and unresponsive to my calls and emails. They have no regard for their customers or their quality.I want to cancel my contract with them and get a refund for the fees I paid them. I also want them to reimburse me for the expenses I incurred because of their negligence and incompetence. I do not trust this company or recommend their services to anyone. They are dishonest, unprofessional and unreliable.

  Business Response

  Date: 07/12/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the washer claim (claim no. 9589727). 

  On July 10, 2023, the customer placed a claim for the washer stating that the unit is not working properly. HWA dispatched ******** Repair LLC to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the transmission and motor failed due to overloading of the unit. 

  *** issued the claim determination stating, "Based on the information provided to us by you and the Service Provider(s) assigned to your claim, it has been determined that due to the washing machine having been overloaded, the transmission and the motor have been strained and have failed and are now in need of replacement. Please refer to section Limits of 6 of your policy. Your policy has the following exclusion, we are not responsible for consequential or secondary damages." 

  On July 11, the customer appealed claim outcome and was provided with a Case Manager for appeal handling. Nevertheless, based upon the technician's reported failure, HWA stands on the determination as the failure did not occur due to normal wear and tear. 

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

  Sincerely,

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

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I recently moved into a new home. Our realtor purchased a home warranty policy from Home Warranty of America for the property before we moved in. When the policy was purchased, my realtor explained to the sales rep that the ** unit at the property was working at the time of the home inspection but that it was an older unit nearing the end of its lifespan and asked if the policy would cover the ** unit in the event of failure. The sales representative assured my realtor that it would and the policy was purchased on this basis. The policy was purchased on 4/20/2023 and went into effect on 5/20/2023 after the 30day waiting period. The ** unit stopped working on 6/27/2023, 5 weeks after the policy went into effect. However, when a claim was filed, it was denied on the basis that "the compressor in the ** unit shouldn't have gone out that fast."Despite repeated calls, I have yet to be given a valid explanation about why the claim was denied despite the unit failure occuring within the coverage period. After the denial I called the sales department and explained my situation as a hypothethical and was told by another sales representative that their policy would cover this type of failure. I recorded this call and explained to my case manager what was told to me by their sales representiative, but was unable to get anything but vague responses from my case manager on why the claim was denied. It's clear that Home Warranty of America is selling home warranties under false pretenses regarding the limits of their coverage and then denying claims that fall squarely within the coverage limits of the policy. At this point, my home has been without air conditioning for nearly 2 weeks in 95 degree heat. I've been forced to seek replacement of the unit myself and as an attorney will be seeking all remedies allowed by the policy to be compensated for cost and damages incurred as a result of Home Warranty of Americas deceictful business practices.

  Business Response

  Date: 07/12/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced; however, *** is unable to locate the customer's policy. 

  HWA attempted to locate the customer's policy based upon the customer's name, telephone number, and email address, however no policy information has populated in our system. 

  As such, HWA requests the customer provide the policy number or claim number and a response will be issued accordingly. 

  Sincerely,

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

  Customer Answer

  Date: 07/12/2023

  
  Complaint: 20303653
  
  The policy has since been cancelled after it became apparent that we were blantantly lied to about what the policy would cover when it was purchased and after *** refused to alter the claim decision and failed to give me a satisfactory explanation of why the claim was not covered. The policy # was 456780089 and the claim number was 9393158. 
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 07/13/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 9393158). 

  On June 28, 2023, the customer placed a claim for the air conditioning stating that the upstairs unit is not cooling properly. The customer also listed the last time working date as May 27, 2023.  

  HWA dispatched Old ***************** **** to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the compressor valve failed due to the fan motor intermittently kicking out due to worn bearings. 

  HWA denied coverage as the failure was determined to be pre-existing based upon the technician's report that the bearings were worn ultimately leading to failure of the compressor valve, as the customer's term coverage commenced on May 20, and the last time working date was reported as May 27.  

  As per section 7(P) of the terms and conditions, "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 appealed claim outcome and it was explained that the claim will remain non-covered based upon the technician's reported failure of worn bearings, which would take time to occur and would not have occurred within 7 days of commencement of term coverage.   

  Due to the customer's dissatisfaction with claim outcome, the customer processed a cancellation of their policy and was issued a refund in the amount of $476.88. All payments are subject to 30 days processing. 

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

  Sincerely,

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

   

  Customer Answer

  Date: 07/13/2023

  
  Complaint: 20303653
  
  I am rejecting this response because: I spoke to numerous customer service representatives at HWA as well as multiple case managers and explained to them repeatedly that the "last working date" entered when the claim was filed of 5/27 was a typo, and that the correct last working date should have been 6/27, which is in line with the claim being filed on the next day of 6/28. This was clearly a clerical error as we would not have waited a month to report a claim for a non-working air conditioner with daily temperatures during the month of June regularly reaching the mid 90s. The last working date of the unit was 6/27 and the claim was filed on 6/28. After explaining this, I was told by the case manager that the date would be updated and the claim resubmitted.

  Despite being told that the "last working date" for the claim had been updated, customer service representatives and the case managers alike continued to refer to the INCORRECT last working date of 5/27. The fact that *** is STILL citing this in their response to this complaint as the reason for the claim denial is evidence that this clerical error reported on the claim submission was never corrected despite us being assured that it was numerous times by multiple different HWA employees. 

  Therefore the unit did NOT in fact stop working within 7 days of the claim going into effect but rather stopped working 38 days after the claim went into effect and 68 days after the claim was sold to my realtor. Given the correct last working date, that I was told was updated on my claim by two different case managers, I would like an explanation of why the claim falls outside the scope of the policy sold to me by ****

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

  Business Response

  Date: 07/21/2023

  Dear **********************:
  
  It should be noted that the customer placed the claim themselves online via their account portal and listed the last time working date as May 27, 2023.  In addition, the customer did not attempt to amend the last time working date prior to CHW issuing the claim determination. 
  
  Moreover, when provided with the option of appealing the claim determination, the customer did not submit their appeal indicating that they entered the last time working date incorrectly. The customer indicated in their appeal, based on information provided from service technician I believe this should be covered by our home warranty policy.
  
  The customer did not attempt to amend the last time working date until speaking with the Case Manager who explained to the customer that the claim will remain non-covered due to pre-existing conditions. 
  
  There is no further action HWA will take.
  
  If the customer wishes to continue their dispute, they may refer to the procedure for Dispute Resolution as outlined in their contract.

  As per section 8(2) of the policy terms and conditions, "The parties further agree that in the event any dispute between them relating to this Contract is not otherwise resolved, exclusive jurisdiction shall be in the trial courts located within the jurisdiction in which the Covered Property is located, any objections as to jurisdiction or venue in such court being expressly waived." 

  Sincerely,

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

  
  

• Initial Complaint

  Date:07/10/2023

  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.

  Been using the business since April 2023. I have paid over $200 dollars to the company in membership fees, $150 in fees to their technicians and did a cleaning by a third party company ($175) that was recommended by HWA to . My policy number is ********* and my claim number is *******. I have never been treated so poorly as a customer when dealing with any company in my life. Home Warranty of America has ignored numerous scheduled meetings and are nearly impossible to get on the phone. I initially called them for a thermostat issue and now have a completely blown ac unit. The technician said that he blew the blower motor when trying to fix my issue and the warranty company should cover the part. I received an email from the company saying they "do not cover power surges", even though their technician is the one who told me broke the part when trying to use different wires to get the system running. I am in the hottest part of the summer with new born son, ******************* sticking out of my wall and attic insulation all over my bedroom floor. Their solution was to have me chase down the repair man to have him pay for the repair.Currently I am trying to contact both parties looking for a solution but they are pointing the finger at each other with no urgency to help me out. I have set 3 appointments to speak with my case manager and have not received a call back in about a week. This issue started on the 17th of June and I am left in the dark with very little direction or hope.

  Business Response

  Date: 07/12/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim nos. 8510574 and 9131055). 

  On May 8, 2023, the customer placed a claim for the air conditioning stating that the unit is not cooling properly. HWA dispatched Exclusive HVAC to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the contractor and capacitor has failed due to clogged and dirty condensing coils. The technician also provided photos to confirm their findings. 

  HWA issued the claim determination stating, "It has been determined that due to a lack of effective maintenance, the condenser coils have become clogged with dirt and/or debris resulting in improper operation and have damaged the contactor and the capacitor and are now in need of replacement. Please refer to your terms and conditions section VII; we are not responsible for consequential or secondary damage. This includes but is not limited to, insect infestation, mold, mildew, or bacterial manifestations, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage." 

  The customer appealed claim outcome and it was explained that the customer can have the required maintenance performed on the unit. Upon providing proof of maintenance, the customer placed a new claim for service on June 14. 

  HWA dispatched Hot and Cold Mechanical to submit the diagnosis. Upon inspection, the technician reported that the unit is cooling properly.  

  HWA corresponded with the customer stating, "We have received the diagnosis for the recent claim you have submitted. The assigned technician reported no mechanical failures and has advised there are no repairs needed or recommended at this time." 

  Thereafter, on June 26, the customer contacted HWA indicating that the unit is not cooling properly. As such, *** recalled the technician to reinspect the unit accordingly.  

  Upon further inspection, the technician reported that the blower motor and transformer failed due to power surge. 

  HWA issued the claim determination stating, "Based on the information provided to us by you and the Service Provider(s) assigned to your claim, it has been determined that due to a recent electrical surge, the blower motor and the transformer have shorted out and have failed, and are now in need of replacement. Please refer to section VII0 of your policy. Your policy has the following exclusion, we are not responsible for consequential or secondary damage." 

  The customer appealed claim outcome indicating that the failure was caused by the service provider. It was explained to the customer that *** is not liable for any potential damages or negligence caused on behalf of the service provider.  Moreover, there is no proof that the technician caused reported the failure.  

  As per section 7(I) of the terms and conditions, "We are not liable for indirect, consequential, or economic damages..." 

  Should the customer wish to submit a claim for damages, they may direct their claim to the contracted service provider according to the terms set forth in their contract.  

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

  Sincerely,

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

  Customer Answer

  Date: 07/13/2023

  
  Complaint: 20285872
  
  I am rejecting this response because:
  

  When speaking with my case manager after numerous failed appointments I explained that the technician texted me back saying that I need to communicate through you since you are the provider and he is not allowed to communicate with me anymore. After explaining the situation the case manager recommended I use legal action on the technician who is not returning my calls. So I went from buying a warranty service for peace of mind to having to get a lawyer to get my ax system fixed.

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

   

  Business Response

  Date: 07/20/2023

  Dear **********************:
  
  *** is sorry to hear of the customers continued frustrations.
  
  However, the customer has not provided any supporting documentation to support their claim that the technician caused failure to the system. 
  
  Moreover, the customers contract indicates that HWA is not liable for indirect and/or consequential damages.
  
  As per section 7(I) of the terms and conditions, "We are not liable for indirect, consequential, or economic damages..."
  
  If the customer wishes to continue their dispute, they are required to refer their complaint to the contracted service provider according to the terms set forth in their contract.
  
  The service provider, Hot and Cold Mechanical, can be reached at **************. 

  Sincerely, 

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

  
  

  Customer Answer

  Date: 07/21/2023

  
  Complaint: 20285872
  
  I am rejecting this response because:
  
  I have uploaded multiple pictures to this claim as proof. The technician is not returning my calls and sent me a text to not contact him anymore. He insists that I must go through your company. 
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 07/25/2023

  Dear **********************:
  
  As outlined in our prior response, the customer has not provided any supporting documentation to support their claim that the technician caused failure to the system.
  
  Furthermore, the customers contract states that *** is not liable for any indirect and/or consequential damages.
  
  As per section 7(I) of the terms and conditions, "We are not liable for indirect, consequential, or economic damages..."
  
  As such, if the customer wishes to claim damages on behalf of the service provider, they are required to direct their claim to the technician directly.
  
  There is no further action HWA will take. 
  
  If the customer wishes to continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in their contract.
  
  As per section 9(2), The parties further agree that in the event any dispute between them relating to this Contract is not otherwise resolved, exclusive jurisdiction shall be in the trial courts located within the jurisdiction in which the Covered Property is located, any objections as to jurisdiction or venue in such court being expressly waived. 

  This matter should be closed. 

  Sincerely,

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

• Initial Complaint

  Date:07/06/2023

  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.

  We have a home warranty through HWA, their "Diamond" plan. In early June, 2023 our air conditioning stopped working. We filed a claim, and *** scheduled a company and technician to diagnose the problem. The technician's report was the ** was not repairable and needed replacement. Nine days went by with no response from HWA. After inquiring, they said the technician didn't enter a complete diagnosis. We had multiple calls with *** and with the technician, who said he entered a complete diagnosis. Suddenly, *** notified us the claim was reassigned due to lack of response from the technician. So, another company came out. Again, the diagnosis was the ** needs to be replaced. It's been another 3 weeks, so a total of over a month now, and *** repeatedly states "more information needed". The company has entered information many times and called HWA twice, and there is just this mantra "more information needed" and "more cost breakdown". We've been without ** for nearly 5 weeks with high temps > 90. It's been terrible as I work from home, and our elderly dog is heat-sensitive. I've asked to have the claim elevated to a manager, but no response to that. Also, HWA won't even give details of exactly what information they need to consider the diagnosis "complete". Clearly, this is how HWA operates to avoid replacing units. So much for having a home warranty to save time, money, and hassle.

  Business Response

  Date: 07/14/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 8939196).
  
  On June 3, 2023, the customer placed a claim stating that the fan and compressor would not turn on. *** dispatched the claim to our vendor network and assigned Veteran Heating and Cooling. Upon receipt of their diagnosis that the dual capacitor and evaporator coil were leaking, *** requested the amount of freon that the system holds. However, please accept our apology as the technician failed to submit the requested information. As a result, the claim was placed back in our vendor network for reassignment.
  
  On 6/16/23, the customer elected 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.
  
  Upon receipt of her technicians diagnosis that the compressor was bad, *** requested the cause of failure to support his findings as well as a complete breakdown of pricing. *** received a partial price breakdown, but it was incomplete. On 7/10/23, the customer requested HWA place the claim in our vendor network to be reassigned.The claim was then placed back in our vendor network at her request. Although,we experienced delays locating a technician to accept the work order.
  
  On 7/11/23, Consumer Advocate ******************** e-mailed the customer and indicated that we were still working on locating a technician in her area.Furthermore, a detailed list of what was previously requested/needed from her technician was forwarded to the customer to try and obtain.
  
  Our most recent records indicate that on 7/13/23, the customer reelected the reimbursement process and the same form with instructions was sent to the customer. HWA will need a complete diagnosis with a complete pricing breakdown, including any modifications from the customers technician in order to move forward for further claim evaluation. *** is pending the requested information at this time.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:07/06/2023

  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.

  I filed a claim 7/1/23 for my AC not working. I never got an appointment so I called HWA on 7/4/23 asking for an update. I also made the agent aware that this was the third time in 1 month I requested services regarding my AC/ ductwork. The agent then issued a recall on the previous claim and closed the current claim. I called the same company, 7/5/23, that came out for the other two claims and they sent a technician out the same day. The technician then stated I needed a new compressor, but it would have to be under a new claim that states air conditioner. Well that is exactly what the claim I made on 7/1/23 stat.I called HWA while the technician was still in my home to have HWA provide him with that claim information and he was going to be able to fix my AC on 7/5/23. Well then there became the problem that the technician could not see the open claim in the portal and it wouldnt allow them to accept the work to fix it. I was told by *** to inform the technician to wait a few minutes for the system to update and he would be able to see. The technician stated he was told my his manager to go work on other calls and come back by my house in a hour or so. Well the technician never showed back up. I called **************** first thing 7/6/23 and was again informed that they could not accept the claim in the portal because someone else was assigned to it. I had not received any emails or calls about any company accepting the claim so I called HWA. HWA agent informs me that no one has accepted the claim and that it is available for anyone to claim. I merged the calls with the **** and *** and nothing gets solved. Im constantly told I need to wait for the system to update ***** hrs. And that they will call me when someone accepts the claim. Its 90+ degrees in my home. I have multiple children in my home with asthma, including myself and we will literally be DEAD before HWA solves the issue. They dont let you speak to a manager. Almost a full week with no AC!!

  Business Response

  Date: 07/11/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 9522665).
  
  Please also accept our apology for the unforeseen delay in locating a technician to accept the customers work order.
  
  Our most recent records indicate that the customer elected to use a technician of her choosing and submit for claim reimbursement. Upon selection on 7/10/23, a form was sent to the customer 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.
  
  HWA is pending a diagnosis from the customers technician at this time in order to move forward.
  
  Thank you,
  
  ********************