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:07/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WE have contacted Home Warranty of America on numerous occasion to get both our refrigerator and dish washer fixed. We waited close to three weeks for them to send out a tech to problem solve the issue. After a month we went out and bought our own dishwasher and council the tech to repair it after we paid 75 dollars for them to come out to problem solve. We are still waiting on Home warranty of America to send out a tech to repair our refrigerator. I had talked to several people just to get a run around to schedule a tech to fix the refrigerator. Again nothing has happened and now is going on over a month. This is terrible to have a Home Warranty program and is useless to use. I am tired of all the lies and promises so we will be going out to buy a new refrigerator.

  Business Response

  Date: 07/06/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 8968884) and the dishwasher claim (claim no. 8968920). 

  On **** 5, 2023, the customer placed claims for the refrigerator and the dishwasher. HWA dispatched Coyote Country HVAC, LLC to the customer's home to submit the diagnosis with an appointment scheduled for **** 21. 

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

  Upon inspection of the refrigerator, HWA approved replacement of the water line.  *** also approved replacement of the drain pump on the dishwasher and the replacement parts were ordered accordingly. 

  Our most recent records indicate that the technician scheduled repair of the refrigerator for July 5.  

  With respect to the customer electing to replace the dishwasher and the refrigerator, HWA does not provide reimbursement repairs or replacements completed without prior authorization.  As per section 2 under ***************** "We will not reimburse for any services performed without Our prior approval." 

  As such, HWA will not be providing the customer with reimbursement based upon 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: 07/06/2023

  
  Complaint: 20275877
  
  I am rejecting this response because   HWA failed to state that we had called numerous times to have a repair tech come out to the house  the first time we called we were told that we had to find our own tech   We set one up then received a call from HWA that they would be sending their own tech out so we cancelled the one we were instructed to get and waiting for HWA tech to come out in which he did and diagnosed the issue   We then received an email on June 30 that a tech would come out between the hours of 11am and 3 pm.  We waited and no one showed up  so we called the tech that was listed on the email and the tech never received a work order from HWA .  Typical response from a warrenty company to put the blame on someone else instead of taking responsibility for dropping the ball  all we wanted is our appliances to be repaired and not have to jump through hoops to get it done.  Yes we did go out and bought a new dishwasher because we were tired of waiting on help   

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

  Business Response

  Date: 07/07/2023

  Dear **********************:
  
  HWA is sorry to hear of the customers continued frustrations, however *** is not liable for any delays in service on behalf of the service provider. 
  
  As per section 1 of the Limits of Liability, "We are not liable for ...delays in completing diagnosis or repairs."
  
  Nor is HWA liable for providing reimbursement to the customer for the purchase of a new dishwasher as the customers contract indicates that we will not issue reimbursement for repairs or replacements which have not been authorized.
  
  There is no further action HWA will take.
  
  Should the customer wish to continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in their contract. 

  Sincerely,

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

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We use HWA for our home warrenty and filed a claim tue. No one responded tue/wed and thur and then was told to get reimbursement. Finally got a company assigned and now they said they cant reimburse me even though I took the steps I was told to take

  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.: 9372422).
  
  On June 27, 2023, the customer placed a claim stating that the A/C unit was not cooling. *** dispatched the claim to our vendor network,assigned Comfort A/C & Refrigeration, and scheduled an appointment for 6/30/23. However, on 6/29/23, the customer informed *** that she obtained her own technician and completed the repairs. Additionally, she uploaded a paid invoice dated 6/29/23 from *************************** Air Conditioning, Heating and Plumbing in the amount of $4,152.67 and requested to be reimbursed.  
  
  *** advised the customer that we were unable to reimburse her as we located a technician and she completed the repairs without HWA approval. Per section **************** (2) of the user agreement, We have the sole right to select the Authorized Repair Technician to perform the Service.We will not reimburse for any services performed without Our prior approval. The customer indicated that she would contact the Better Business Bureau and terminated the telephone call.
  
  Please be advised that *** does not reimburse for services performed without prior approval. Therefore, there is no reimbursement due to the customer at this time.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************  
  

• Initial Complaint

  Date:07/04/2023

  Type:Order 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 moved in to my house may of ***************************************************************************************************************** slot the technician arrived check the outside unit and came in the house and pulled the cover off to check for a leak after adding die outside. The technician got his uv light out and seen my coils were bad and had a hole in them. 2020 same incident its summer cut ac on its blowing hot air so I call hwa again they send another tech out just to recharge. So from 2019-2023 hwa America has just been sending out a technician to recharge my unit with Freon. The company has pictures of the leak and you can see frost around my coils and the outside unit has frost around the pipes nothing is being done and the company they send out are telling hwa the unit needs to be replaced but they are not trying to fix all they do is collect $100. I would not recommend this company

  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.: 8190636).
  
  On April 16, 2023, the customer placed a claim stating that the A/C unit was blowing hot air. CHW dispatched Four Seasons HVAC and they reported to the customers home on 4/17/23. Based on the diagnosis received,CHW authorized the technician to recharge the unit with 3lbs of freon (410A). However,after multiple conversations with the technician he refused to return and complete the work order he was authorized for. As a result, the claim was reassigned.
  
  Our most recent records indicate that an appointment was scheduled with ******** Comforts LLC for 7/10/23. *** is pending a diagnosis from the technician at this time in order to move forward with the customers claim. Upon receipt of such, a claim determination will be made in accordance with the terms and conditions of the user agreement.   
  
  Thank you,
  
  ********************  
  

• Initial Complaint

  Date:07/03/2023

  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.

  I filed to have my refrigerator repaired, I was forced to pay $75 to a technician to look at the unit, the technician recommended that I seek a payout & buy a new unit based on the *************** of the unit & since he wasn't sure he could get parts, when I requested money towards a replacement rather than repairs *** told me that I couldn't request that until after they'd gotten the tech's report, the next time I spoke to them they said I couldn't request that because I had been approved for repairs. The repair date 6/30 was missed by the technician since they couldn't get parts. I could not get a hold of the technician on the phone & called HWA to talk to them. 3 weeks after the technician. I spoke to *** again on 7/1 requesting the value of the fridge or cost of repairs to put into a new unit if they couldn't give me EVEN AN ESTIMATE about when they'd have parts to repair my ************* ****** told me they'd contact the tech & to call back in 24hrs. I called back on 7/3 & was given no information, no estimate for parts, nothing but call back in ***** hours. When I requested a full refund on the **************** call if they couldn't give me a firm date to repair/replace/cash out my refrigerator I was transferred someone named ****. **** put me on hold for approx 20 min & then came back saying they could nothing for my ************* no estimate, no refund on the policy or service call fee. I asked who their regulator was & was given false information, to their parent company not their regulator. After arguing trying to get ANY cogent answer out of **** he eventually said that he would cancel my policy & give me no refund to which I replied 'That's not what I said, are you even listening to what I'm saying?!' He responded that I would get a confirmation email (the only accurate or timely thing they've said or done in this ) & hung up.

  Business Response

  Date: 07/05/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 9155208). 

  Our records indicate that HWA approved repair of the refrigerator on June 20 for replacement of the heater, thermostat and timer in the amount of $305.05.  

  On June 30, the customer contacted HWA requesting status of the replacement parts and they were advised that the parts were on order. *** also contacted the technician to inquire about the status to provide the customer with an estimated delivery date.  

  As per section 1 of the Limits of Liability, "Problems cannot always be diagnosed and repaired on the first Service visit. We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs." 

  Thereafter, the customer contacted HWA on July 3 and processed a cancellation of their policy due to their frustration with the delay in repair. 

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer reimbursement in the amount of $305.05, upon receipt of a paid repair invoice.  Should the customer wish to accept, they may contact the undersigned at *******************************************.  All payments are subject to 30 days processing. 

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

  Sincerely,

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

• Initial Complaint

  Date:07/03/2023

  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.

  On 12/28/22 I filed a claim for pool issues. Home Warranty of America (HWA) sent out a call for pool technicians. However *** was unable to locate a technician within a reasonable time. Therefore I was informed that it might be more quicker if I found a technician on my own and submit for a reimbursed for the cost within 30 business days. I followed HWA procedure, submitted the required documents. The estimated cost for repairs was $2200 but the repair limit was approved limit was $1500. On 1/8/23 HWS granted prior approval in the amount of $1500 for the repairs. The repairs were completed in early January 2023. I submitted the required reimbursement documents but have yet to receive the reimbursement check. I've called HWS customer service numerous times to follow up on the status of the reimbursement check and each time was reassured that the check would be "reissued" and mailed with 2 weeks or 10 business days. When I asked to speak with the *************** department directly I was informed that there was not directly line. I requested if they could possibly email me when the check is issued. I was reassured that the request would be passed along to the finance department but never received one.It has now been 6 months from the date of the repairs, and about 5-6 follow up phones calls, I have yet to receive a reimbursement check as promised by the company and am incurring interest charges on credit card used to pay for repairs. Any assistance in resolving this matter and obtaining the reimbursement check for the approved amount would greatly be appreciated.

  Business Response

  Date: 07/05/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the pool/spa claim (claim no. 6720894). 

  Our records indicate that *** approved reimbursement to the customer in the amount of $1,500 on January 8, 2023, upon receipt of paid repair invoice, which the customer provided on January 16. 

  Our records indicate that the check was authorized, however payment was not issued to the customer due to system error.  

  Nevertheless, HWA has reprocessed payment to the customer.  All payments are subject to 30 days processing.  Should the customer wish to confirm status of processing, they may contact the undersigned at *******************************************.  

  Sincerely,

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

   

  Customer Answer

  Date: 07/06/2023

  
  Complaint: 20269107
  
  I am rejecting this response because this is the same response Ive received every time Ive called regarding the status of the reimbursement. Its usually an apology by the company rep followed by a reassurance that reimbursement will be processed within a certain time frame and a recommendation that if payment is not received I was then advised to call back. Again, *** attempted several times within the last six months to resolve the matter and have been understanding and patient. I would like to request that reimbursement payment is expedited to avoid any additional credit card fees are applied as well as a courtesy email notification when check is mailed.

   

  i appreciate your time and assistance with the matter. 
  
  
  Regards,
  
  *********************

  Business Response

  Date: 07/10/2023

  Dear **********************: 

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

  Our records indicate that the check is currently processing and will be mailed within the next five (5) business days. 

  If the customer wishes to confirm status of check mailing, they may contact the undersigned at *******************************************. 

  Sincerely,

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

   

  Customer Answer

  Date: 07/10/2023

  [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:06/30/2023

  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.

  The residence in question has a leak coming from an attic mounted ** unit. The leak is due to a problem with the drain pipe draining the condensation water pan. We have had a claim with *** for months and they keep sending an ** tech who says its requiries a plumber, which is correct. The plumber keeps coming out and reporting back to HWA that the line needs to be repaired. *** then sends the ** tech back out and then we repeat this over and over. The Plumber tech says that *** is just trying to see if you will give up. He is upset over this as well.

  Business Response

  Date: 07/11/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner,plumbing stoppage and plumbing system claims (no.: *******; *******; *******).
  
  Air Conditioner (no.: *******)
  On March 14, 2023, the customer placed a claim stating that the A/C was leaking under the floor. HWA dispatched EMS **** Services and they reported to the customers home on 3/21/23. Based on the diagnosis received, HWA authorized the technician to replace the drain pan and the repairs were completed.
  
  On 5/8/23, the customer contacted *** and indicated that the technician came to her home on several occasions but the issue was still persisting. Additionally, that it was causing damages and asked if we could send out a technician to repair the damages. *** advised the customer that according to her user agreement secondary damages are not covered. Per section Limits of Liability (6) of the user agreement, Consequential Damages. We are not responsible for consequential or secondary damages.
  
  Plumbing Stoppage (no.: *******)
  As a result, the customer placed a plumbing stoppage claim (no.: *******)stating that the drain was clogged. *** dispatched **************************************** and they reported to the customers home on 5/12/23. Based on the diagnosis received from the technician the customer was advised that an HV** technician was required. The customer then contacted HWA to recall the claim.
  
  As a result, *** recalled the air conditioner claim (no.: *******)back to EMS **** Services. Per **************** (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. On 5/17/23, the technician indicated that the system was not draining because of the fall that goes into the sheetrock. The technician confirmed that it was draining for the time being, but stated that a plumber would need to correct the drain.
  
  On 6/7/23, *** recalled the plumbing stoppage claim (no.: *******)back to *********************. However, the technician informed HWA that this was not a plumbing issue as the A/C condensate line was stopping up and does not tie into anywhere visible. *** advised the customer of such. However, the customer did not agree and stated that it was a plumbing issue. *** then reassigned the claim to J B ********** Services. However, on 6/23/23, the customer informed *** that the issue was with the ** metal panel connected to a pipe that needs to be re-routed.
  
  The customer then informed CHW that the HV** technician indicated to her that he needed to open the drywall and cut the pipe.Additionally, she stated that the condensate pipe was not clogged, rather it did not have the right slope in order for the water to flow correctly. *** recalled the air conditioner claim (no.: *******) back to EMS **** Services. However,the technician informed *** that he received notice the claim was closed on 5/17/23.Therefore, it was passed 30 days and a new work order was required.
  
  Plumbing System (no.: *******)
  On June 23, 2023, the customer placed a claim stating the that A/C metal panel connected to the pipe needed to be re-routed. HWA dispatched One Way Plumbing Solutions and they reported to the customers home on 6/28/23. Based on the diagnosis received from the technician it was determined that the A/C drain line was installed at the wrong pitch, which caused a backup. Therefore, a drain pump needs to be added as a modification to resolve this issue.
  
  Per section E(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.
  
  A claim determination letter was sent to the customer with the option to appeal and she did. A Case Manager (******************** ************************************ x3760) was assigned to the customers claim. However,our records indicate that the customer has not been in contact with her Case Manager. The customer may contact her Case Manager directly or schedule a claims discussion via the calendly link she received to address her appeal.
  

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

• Initial Complaint

  Date:06/29/2023

  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.

  Our 9 year old ******* refrigerator stopped working on 6/09/23. We filed a claim (claim # *******) with Home Warranty of America. They assigned ********** Services to perform the service. ********** Services set an appointment first for 6/20/23 and then postponed it to 6/27/23. Unwilling to wait 2 weeks for service, I asked *** to assign the service to someone else who could do it sooner. *** reassigned the service to ********************* who sent a technician on 6/22/23. The technician said the compressor would have to be replaced, but the refrigerator was still under manufacturer warranty and *** would pay only $325 toward the claim. A technician from ********** Services came on 6/27/23 and said the other technician had damaged the refrigerator to such an extent that it cannot be repaired and that the warranty would be void. *** refuses to accept any responsibility for the damage caused by the technician they selected and refuses to adjust the amount they are willing to pay on the claim. Thus my complaint is against both HWA and ******************** but primarily against HWA. They seem to be trying to evade their contractual obligations under the policy I hold.

  Business Response

  Date: 06/30/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 9041403). 

  Our records indicate that the claim was assigned to ******************** Upon inspection, the technician reported that the compressor requires replacement.  HWA initially declined claim coverage as the technician installed a service tap to check the pressures of the sealed system, however the claim has since been overturned and has been authorized in full for replacement of the compressor.  

  Today, June 30, HWA contacted the technician and confirmed that the unit can be repaired.  The technician has ordered the replacement part(s) and installation will be completed upon receipt accordingly.  

  Sincerely,

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

  Customer Answer

  Date: 06/30/2023

  [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, provided that the compressor is completely repaired and that all parts and labor are covered under the warranty.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/29/2023

  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.

  So on last monday the 19th i filed a claim with home warranty of America for my mounted microwave and everyday its another excuse a tech finally came out fri 24th to look at said main panel busted and heating element looked up said cant get parts So he would email them so they sent him a text with link they found it refurbished So he told them now they founf it some place else it might be available in 2 or.not they want me wait until then to replace is 300 plus tax.they will not allow me when I call.to speak to.someone.other than who is on phine its unexcepttable i already paid 100 deduxtible feel free call me **********

  Business Response

  Date: 07/05/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their microwave claim (no.: 9220470).
  
  Our most recent records indicate that the customer has been offered cash back in lieu of replacement in the amount of $191.00. Notification was e-mailed to the customer today (7/5) to begin the replacement process.
  
  Per section Limits of Liability (9), We have the sole right to determine whether any Covered Item will be repaired or replaced. Parts and replacements will be of similar or equivalent quality and efficiency to those being replaced, subject to all other provisions of this Contract. Where replacement equipment of identical dimensions is not readily available, We are responsible for providing installation of similar quality equipment but NOT for the cost of construction or carpentry made necessary by different dimensions.We are not responsible for upgrading or matching color or brand.
  
  Per section Limits of Liability (14), We reserve the right to offer cash back in lieu of repair or replacement 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.
  
  HWA is pending a response from the customer at this time. Please be advised that funds are e-mailed in the form of a Lowes ****** Card and subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:06/26/2023

  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 attempted to use my warranty twice this month on normal wear and tear plumbing concerns and was denied even though it should be covered by the warranty. The plumber has added additional information for my appeal but the company keeps saying the plumber hasnt done so.

  Business Response

  Date: 06/27/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claims (claim nos. 9112689 and 9209952). 

  On June 13, 2023, the customer placed the initial plumbing system claim (claim no. 9112689) stating that the toilet is making a knocking sound when flushing. HWA dispatched Affordable Plumbing & Drain to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the pipe was not properly secured causing vibration, which causing the pipe to break and leak. 

  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 The plumbing is not properly secured resulting in damage to the pipes. Please refer to section Exclusions4 of your policy. Your policy has the following exclusion, 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." 

  The customer appealed claim outcome and it was explained that the claim will remain non-covered based exclusion set forth in their policy. Furthermore, the technician has not provided an addendum or amendment to their report since appeal completion.  

  With respect to the most recent plumbing system claim, the customer placed the claim on June 19, 2023, stating that the sewer pipe is leaking under the shower.  Upon inspection, the technician reported that the bathtub lead trap is leaking due to sediment build-up. 

  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 the trap has failed resulting from sediment build-up and will require 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. This includes, but is not limited to, repair of conditions caused by any of the following: chemical or sedimentary build up..." 

  The customer submitted their appeal on June 26, and the claim is currently pending Case Manager assignment.  Nevertheless, HWA stands on the determination based upon the exclusion set forth in the customer's 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: 06/28/2023

  
  Complaint: 20239204
  
  I am rejecting this response because: this information is false.  Per the plumber both problems on both claims were from normal wear and tear. The plumber has in fact added the addendum and has talked to a case worker giving additional information while I was on hold.  They are not documenting conversations with the plumber or acknowledging his added notes. I'd like a refund for what I have paid into this policy this contract year.  I am also out $100 I had to give to the plumber.
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 06/29/2023

  Dear **********************:
  
  *** is sorry to hear of the customers continued frustrations.
  
  The technician reported that the pipe hangers broke as the pipe was not properly secured causing vibration.  A pipe which is not properly secured is not the result of normal wear and tear. 
  
  Additionally, failure caused by sediment build-up is a cause of failure excluded from the customers contract. 
  
  The technician has not provided an amendment to their diagnosis and the customer has since completed appeals for both plumbing system claims. No further action will be taken.
  
  With respect to the customers request for cancellation, the customer may contact CHW directly should they wish to process a cancellation of their policy. The customer is not entitled to a refund upon cancellation as they are a monthly policyholder and did not prepay for term coverage.
  
  As per section the *** Cancellation clause, 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
  
  With respect to the service call fee, the service call fee is required for each service request submitted and is not reimbursable based upon claim outcome. 
  
  As per section 3 under ***************** 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.
  
  Should the customer wish to continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in their contract.   

  Sincerely, 

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

• Initial Complaint

  Date:06/26/2023

  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.

  A home warranty was purchased when I built my home in June 2022. Today I was transferred nine times to try and have someone send me updated documentation on warranty coverage. I was told I had to pay the renewal bill, then I'd have 30 days to decide and if not satisfied, I could cancel coverage. i'm suppose to trust a company that can't explain warranty coverage AND I am suppose to expect them to send my money right back if I'm not satisfied? Then I was told my only other option was to go to the website and read it. Anyone with common sense knows to read a contract, along with it's coverage, prior to paying and signing. I have the feeling you'll be told the small print once you file a claim and either it's denied or your deductible will be outrageously high and unaffordable. I would not recommend this company to anyone needing home warranty coverage.

  Business Response

  Date: 07/05/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: 780686881).
  
  Our records indicate that the customer purchased a one-year policy on 5/5/22. The policy went into effect on 5/18/22 and expired as of 6/18/23.Please be advised that no claims were placed during the term.
  
  CHW did not hear from the customer regarding her policy until 6/26/23 wherein she requested written documentation of what was covered before purchasing a new policy. The customer may contact our ********************** (x ****) regarding potential coverage options.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************