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:06/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/19/23 I made my service call for my A/C not working. I paid my $100 service call; paid the 1K that they said was out of pocket. The outside unit was brought. However, the tech found the attic unit had a leak. They took pictures (I saw them) and sent them to Home Warranty (HW). ** refuses to send him back out. They said he didn't send the pictures. The tech told me he did. The tech told me today (6/21) he is not coming back out just to take the same pictures. The tech said he has decided not to work with HW because they do this all the time. Yet, I'm here in ***** during a heat advisory (1 death thus far) with no air. I have been without air for 30+ days. This is inhumane.

  Business Response

  Date: 06/26/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 8708982). 

  Our records indicate that the claim has been assigned to G&A Mechanical. Upon inspection, CHW requested the technician provide confirmation of a leak by performing a nitrogen leak test with bubbles or leak detection test. 

  As per section1 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." 

  On June 24, the technician provided CHW with photos which confirmed a leak at the evaporator coil.  At this time, CHW is pending receipt of the technician's pricing to supply the evaporator coil, including the cost of labor to install the coil and the cost of any modifications required.  

  Upon receipt, CHW will complete claim evaluation accordingly. 

  Sincerely,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:06/19/2023

  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.

  December 2021 my ******* dishwasher started leaking water. After several months for trying to get someone to come look at ************************ ******* came out to the residence to replace a part the they thought would fix the leakage. I believed it took place in March 2022. Within a week after repair the dishwasher started leaking again. I contacted Home Warranty of America several times about the reoccurrence. I believe on April 26, 2022 the same technician came back out to my residence and stated the were gonna need a new dishwasher. The technician made a phone call about the problem and stated that someone should get back to me within ***** hours. Didnt receive a call. I was told on 2-3 other occasion that someone will call me within 72 hours. Didnt receive a call. My dishwasher has been down since December 0f 2022.Service number ******** Service Unit Number *******

  Business Response

  Date: 06/28/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dishwasher claim (no.: 8329776).
  
  HWA would like to offer the customer cash back in lieu of replacement in the amount of $246.00. Per section Limits of Liability (9) of the user agreement, Repairs/Replacements. 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.
  
  Should the customer choose to accept she may e-mail Consumer Advocate ******************** at ********************************************** 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,
  
  ********************

  Customer Answer

  Date: 06/28/2023

  [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:06/19/2023

  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.

  6/1/23 I am writing this complaint to inform BBB about this problem. I put in a request for someone to come look at my AC unit. The technician showed up and stated the compressor was the problem. I informed him, i had already taken a look and it's not just the condenser but also the coils were burnt on on my unit and needed to be replaced. I advised him to take apart the unit the same way I did so he can better see the issue. He then opened the unit to confirm to me that i was right and the coils needed to be replaced also. I asked that he made sure to put this in his report so *** could cover the cost. (he did not put it in the report) therefore, *** came back and approved the condenser to be replaced but not the evaporator coils. They then started i would have to pay $595 for the coils and also $1225 for labor to put in the system. They did not care that the technicians messed up the report and stated "it is wrong how that works but its nothing we can do about it now, we can't go back and adjust the report to cover the coils". I then stated that's not how they should do business and he stated well that's how it is. I am asking for my $595 back and also moving forward for HWA to treat their customers better than they do. He was very nonchalant about this matter and it was unsettling for my wife and I. Please get back to me as soon as possible. I would like to get in touch with the *** *** and have this reported and my money back. Thank you

  Business Response

  Date: 06/26/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 8850831).
  
  Based on the diagnosis received from H & Q Heating and Cooling,*** authorized the customer for a Condenser. *** is supplying the condenser and covering the technicians labor. There are non-covered charges due to the technician in the amount of $1,225.00 and $596.25 in additional equipment cost(s). Per section VII. Limitations and Exclusions **** We are not liable for repairs related to costs of construction, carpentry, or other incidental costs associated with the alterations, modifications, or upgrades of all appliances, components, or installation of different equipment and/or systems. Also, 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 and/or part including but not limited to SEER standard, R-410A and/or 7.7 HSPF equipment or higher compliant as well as any other efficiency mandated by federal, state, or local governments.
  
  On 6/19/23, after speaking with their Case Manager the customer accepted the non-covered charges. *** then ordered the equipment, notified the technician that the order was placed, and confirmed his address for delivery. *** reached out to our supplier for an estimated date of delivery and were informed the equipment would be delivered between 6/30/23 7/3/23. Upon receipt of the equipment, the technician will reach out to the customer to schedule a repair appointment. Should the customer need to follow up with the technician he may be reached directly at **************.
  
  As for the customers request for a full refund, should the customer terminate coverage there is no refund due at cancellation. Furthermore,should the customer cancel HWA will not be able to service any outstanding claims. Per section D Cancellation: If You cancel this Contract within the first ***************************************************************** if this Contract is cancelled after 30 days from the Contract Start Date, You will be entitled to a pro rata refund of the total purchase price 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 total purchase price.
  
  Amount Paid: $630.00
  Months Used: 10 ($52.50) $525.00
  Authorized Claims: $1,680.81
  Cancellation Fee: $50.00
  Refund: $0
  
  Thank You,
  
  ********************

  Customer Answer

  Date: 06/28/2023

  
  Complaint: 20205901
  
  I am rejecting this response because: this is not accurate and they formed a loophold with the technician apparently. I stated when the technician arrived that the coils were burnt out and needed replacing. Also asked him to make sure he put in the report what he sees wrong so it would be covered. So why would only the condenser be reported? Not sure, but the technician then went back and updated the report to state the coils were bad when they originally came out to inspect, not just the condenser.  Its really sad at how HWA has handled this matter. Its going on a full 30 days now and still no AC installed. This has been a nightmare to deal with. The case manager also stated on a recorded line that it is not fair how they do business but it's nothing he could do. I stated *** is basically getting over on people and trying to reference their policy for backup or proof to not cover the charges. However, the proper report was never filed so they would not be liable for covering the repair. I get whats going on here and its s not right at all. If the condenser and coils were bad from the start, all of this should be covered. Not for me to have to pay $595 for coils that were messed up from the start of the claim.
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 07/05/2023

  **********************,
  
  Our records indicate that the equipment was delivered to ********* Heating and Cooling on 6/29/23. *** also spoke with the technician today (7/5) and confirmed that he received the equipment. A repair appointment is scheduled for Friday 7/7/23 between 7:00AM 11:00AM CST. Should the customer need to contact the technician directly he may be reached at **************.
  
  Thank you,
  
  ******************** 

  Customer Answer

  Date: 07/11/2023

  
  Complaint: 20205901
  
  I am rejecting this response because: Below you can find my message to *** in regards to the issues that were had during this process. 

  Hello, I will need to speak with someone about the claim to proceed. I am not happy at all with how this has been handled. The ** unit is extremely large compared to our old one. I live in a condo association and i can get fined for this. When I asked the Tech about it, he stated he felt it was too large as well but this is what you all ordered for my condo. Next, the Tech did not show the 1st day to install the unit. (no communication was sent to me until i called in about it) Then when the tech came out he stopped mid way through the install to say he would be back the next day saturday in which he did not show again. No one stated when he would be back to finish the job. I then called in Monday morning to inquire about this and the case manager stated he was at my property when i was on my way to drop my son off at school and go to work. (once again no communication, he just showed up at my house unannounced. I have a wife and 2 new babies in my home, this is not safe.) Lastly, i called off work to come back so he could finish the install, he then drilled two large unnecessary holes in my brick outside to put the mount up which were drilled wrong. I can send pics for reference as he tried to fix them and put some cheap caulking in the hole to fill it. I am not happy with the aesthetics of this at all. I will need to speak with someone immediately before proceeding with payment. I am also in contact with a lawyer to see how to best handle this situation moving forward. Thank you! Lastly, the case manager i have been assigned is terrible. He does not want to work with me at all the rectify the issue. He stated I would NOT be able to speak with another case manager and also threatened to have the tech come back out to uninstall the unit at my home. I stated this was not professional at all and he began to get sarcastic with me until i hung up. Called back two minutes later hoping to get someone else, and i got him again and he proceeded to be rude.

   

  I am looking to speak with anyone other than him who is in charge at this company. 

   

  
  07/11/2023 11:48 AM
  (07/11/23 12:56 PM) *****************************: 
  
  
  Regards,
  
  *************************

  Business Response

  Date: 07/14/2023

  **********************,
  
  Our most recent records indicate that the technician informed *** on 7/10/23 that he completed installation of the unit. However, he also indicated that the customer did not pay the non-covered charges that he agreed to. The technician stated that he requested it on two occasions from the customer (7/7 & 7/10) but he refused to pay his portion. Please be advised that the customer will need to pay the technician the non-covered charges that he initially agreed to.
  As for the customers statement that the incorrect sized unit was installed, he has not provided any supporting documentation to support his position regarding such. Furthermore, upon speaking with his Case Manager on 7/11/23 he was advised he would need to pay the technician the non-covered charges if he wanted to have the technician return.  
  
  As for his concerns with the technicians performance, per section Limitations and Exclusions **** We are not liable for indirect,consequential, or economic damages for loss or damages to any person or property arising from the loss of use or the inability to use the equipment to the extent such may be disclaimed by law, and you expressly waive the right to all such damages.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:06/15/2023

  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.

  *** doesnt want to cover any claims made. They take my monthly premiums and decide not to cover anything when a claim is made. My air conditioner unit is broken. I called and paid my $100 deductible. A technician came out and said it needs replacing. They sent pictures and assumed the air conditioner wasnt being maintained, and it was. The last technician that was there said it would need replacing. I disagreed with the denial, spoke to a case manager briefly just for them to tell me that their decision stands, that I was not maintaining my air conditioner and that isnt true. This is just June and if there is debris there, where it came from the fall and winter we just had. The technician just came out June 12,2023. I brought this condo October 30, 2020, and the home warranty. A technician came out June 2021, and 2022, and I was told it will need to be replaced, and this new tech in June 23 told me I was right and now my claim is being denied. Now, they offered not to charge me for July 23. How does that help me? I have been paying them for years, so coverage, and I dont have $8,000 for a new air conditioner. Did I mention that the air conditioner is on the roof of a three story building?

  Business Response

  Date: 06/22/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 8944482). 

  On June 4, 2023, the customer placed a claim for the air conditioning stating that it is not coming on. *** dispatched Lis Heating and Cooling, LLC to the customer's home to submit the diagnosis. Upon inspection, the technician reported, "Found compressor not coming on. Tried booster and still not coming on. Found system 3 pounds low on Freon. Found condenser coil fully clogged." The technician also provided HWA with photos to confirm their findings.  

  *** 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 condenser coils have developed severe dirt and/or debris buildup. This condition has restricted the necessary airflow, causing the compressor to overheat and fail. This is not a failure that occurs under normal wear and tear conditions. 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, insect infestation, mold, mildew or bacterial manifestations, misuse or abuse, theft or vandalism, failure to clean or maintain as specified by the equipment manufacturer..." 

  The customer appealed claim outcome and it was explained that the claim will remain non-covered as the failure did not occur due to normal wear and tear.  No further action will be taken. 

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

  Sincerely,

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

  Customer Answer

  Date: 06/22/2023

  
  Complaint: 20193002
  
  I am rejecting this response because: how can they determine it was not due to normal wear and tear?? Again, I just purchased this unit and I had people come out a couple times to service the air conditioner and I was told that I will need a new one. I explained that to the NEW technician that came out and he confirmed that. That air conditioner is not new, and Im not sure how old it is, but I do know its not working due to wear and tear. They are just not wanting to cover my claim. It hasnt been three years yet since I had this unit, and while Ive owned it, I did my job to have it looked at and now that I need it fixed, my claim is being rejected. 
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 07/05/2023

  **********************,
  
  The customers claim was denied as lack of maintenance is not the result of normal wear and tear. Per section Limits of Liability (6), We are not responsible for consequential or secondary damages. This includes, but is not limited to, repair of conditions caused by any of the following: chemical or sedimentary build up, insect infestation, mold, mildew or bacterial manifestations, misuse or abuse, theft or vandalism, failure to clean or maintain as specified by the equipment manufacturer..." Furthermore, ************** provided photographs that confirmed his findings of severe dirt/debris build up. Therefore, as the buildup created a restriction to the necessary air flow which caused the compressor to overheat and fail, the claim determination will remain as non-covered.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ******************** 

  Customer Answer

  Date: 07/06/2023

  
  Complaint: 20193002
  
  I am rejecting this response because:
  I had the air conditioning unit maintained. I was not on the roof with the technician either time to know where they cleaned up around the unit or not. I just know I called them out they came and took care of the matter. I was told the last visit that the unit would probably need to be replaced, and the technician that came out this year agreed. *** is trying not to fix my air conditioning unit probably because if the cost. When I spoke with the technician that came out to look at the unit, he said that *** has been denying all of the claims they have sent them, that it upsetting for them to come out, get the $100 deductible and then have the claim denied. I cant stress this enough, I have not been in my unit for a full three years. *** does not come out to inspect the property, they allow you to purchase their plans through the realtor at closing and thats it. I pay each month on time and now Im being denied in an assumption. Again, the air conditioning was maintained, as I had someone come out to service it. Its in the roof of a three story building. 
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 07/11/2023

  **********************,
  
  The customer indicated that she maintained the unit. However, she has not provided any supporting documentation to support her position.
  
  ************** reported that the unit failed due to lack of maintenance.He also provided photographs to support his diagnosis. Furthermore, the current user agreement does not cover failures as a result of failure to clean or maintain equipment (LOL6). The customer had the opportunity to appeal and she did. She spoke with her Case Manager but the claim remained as non-covered based on our technicians findings.
  
  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, she needs to follow the procedure for Resolution of Disputes outlined in her contract.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 07/11/2023

  
  Complaint: 20193002
  
  I am rejecting this response because: *** themselves have sent the company out to the condo to fix my issues. The company came out a couple times. They should look at their records. When I first opened the claim for the air conditioner,  I asked the representative to assign the claim to the same people that came out before because they weee familiar with it, and they said they could not that the company would have to go into their portal and assign the claim to themselves. They gave me the claim number and I. Allied the company and gave them the info, but then *** assigned someone else to the claim, and because it was getting so hot outside and we have no air and we have pets, I had them come by and advised the other company. I explained to the other company/tech what the last company said when they came out to service the air conditioner and they they were right. I cant do anything about the weather (fall), and the snow. Our air conditioner is in a three story building roof and I am not allowed up there. If it was in the ground where I could get to it, I would have removed the debris from the fall and winter before the techs got there. They gave their opinion, which wasnt correct. I did what I was suppose to do and I am asking HWA to do the same. I have so many issues with how they document and dont document notes, customer service and false promises. I just want the air conditioner fixed. 

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

  Business Response

  Date: 07/14/2023

  **********************,
  
  Per section **************** (2) of the user agreement, "We have the sole right to select the Authorized Repair Technician to perform the Service." Therefore, after placing the claim in our vendor network HWA assigned Network HVAC LLC. Although on 6/8/23, the customer indicated she did not want the technician to complete the work and requested we manually assign the work order. *** advised that the technician would need to manually accept the job. The claim was then placed back in our vendor network at her request.Although, HWA located a technician (Lis Heating and Cooling) prior to receiving acceptance from the technician the customer requested.
  
  Please be advised that based on the diagnosis received from Lis Heating and Cooling the unit failed due to lack of maintenance. 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 ************ 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." 
  
  The customer indicated that she maintained the unit. However, she has not provided any supporting documentation to support her position. Please also be advised our technician provided photographs to support his diagnosis showing dirt/debris. Furthermore, the current user agreement does not cover failures as a result of failure to clean or maintain equipment (LOL6). The customer had the opportunity to appeal and she did. She also spoke with her Case Manager but the claim remained as non-covered based on our technicians findings.
  
  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, she needs to follow the procedure for Resolution of Disputes outlined in her contract.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 07/14/2023

  
  Complaint: 20193002
  
  I am rejecting this response because:
  *** is saying the same thing over and over. When I called to have some one come out to service the air conditioner,I asked for the same people HWA sent out before and Their customer service representative told me to have that company log into their portal and assign themselves to the ticket,BUT before they could, *** had already assigned someone else.HWA were the ones that maintained my unit before and if they take the time to look through their records, and stop repeating themselves, they would see that. This is should a frustrating process of back and fourth when they know they are the ones that sent prior technicians out to service our unit. 
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 07/25/2023

  **********************,
  
  Per section **************** (2) of the user agreement,"We have the sole right to select the Authorized Repair Technician to perform the Service." Therefore, after placing the claim in our vendor network HWA assigned Network HVAC LLC. Although on 6/8/23, the customer indicated she did not want the technician to complete the work and requested we manually assign the work order. *** advised that the technician would need to manually accept the job. The claim was then placed back in our vendor network at her request. Although, HWA located a technician (Lis Heating and Cooling)prior to receiving acceptance from the technician the customer requested.
  
  Please be advised that based on the diagnosis received from Lis Heating and Cooling the unit failed due to lack of maintenance. Per section Limits of Liability (6) of the user agreement, "we are not responsible for consequential or secondary damages
  The customer indicated that she maintained the unit. However, she still has not provided any supporting documentation to support her position. Please also be advised our technician provided photographs to support his diagnosis showing dirt/debris. Furthermore, the current user agreement does not cover failures as a result of failure to clean or maintain equipment (LOL6). The customer had the opportunity to appeal and she did. She also spoke with her Case Manager but the claim remained as non-covered based on our technicians findings.
  
  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, she needs to follow the procedure for Resolution of Disputes outlined in her contract.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************
  

• Initial Complaint

  Date:06/15/2023

  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 water heater was leaking nonstop. I submitted a claim to request a technician to come in for inspection on 06-14-2023 @ 06:24am. I had to close down the water supply because it was leaking nonstop. With that being said, I cannot shower or do anything that is related to using water. While I waited for a technician to accept the claim, one of the representatives mentioned that I could look for an outside technician for inspection and submit the diagnosis for approval for reimbursement. But he/she never explained further on that. So, one of their technician accepted the claim, but won't be able to come in until 06-19-23. I raised my concerns that I cannot live without water for another 4 nights and living in the hotel is too costly for me. I asked if they can find someone who can come in earlier. Also, I asked about the reimbursement policy in terms of what covered and what's not if I find an outside technician (at that point, a technician was assigned). The rep never be cleared on what's exactly is covered if I find outside technician. They also did not explain to me that finding an outside technician will not get reimbursement if they have assigned a technician to me. This is ridiculous, they are unclear for everything and tried every way not to reimburse the customers.

  Business Response

  Date: 06/16/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 9114318). 

  On **** 14, 2023, the customer placed a claim for the water heater stating that the tank is leaking. 

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

  Later that day, the customer corresponded with HWA requesting status of the claim and they were advised that the claim is pending vendor assignment. 

  *** also corresponded with the customer stating, "In some circumstances, it could take more than 48 hours for a Service Provider to accept the request. We are diligently contacting our in-network technicians in your area to secure the soonest available appointment time. Please note, you can use our reimbursement process and contact an out-of-network technician for an appointment. if you would like to use your own technician, please visit your online account center at my.hwahomewarranty.com. Select /"View Claim Status/" and select the claim. There will be a blue link to start the reimbursement process. Please follow the instructions for successful claim processing." 

  As the customer did not select the Claim Reimbursement Process, *** assigned the claim to RM Plumbing with an appointment scheduled for **** 19. 

  On **** 15, the customer corresponded with *** requesting a sooner appointment and they were advised that *** is not an emergency service and therefore they were provided with an appointment based upon the technician's availability accordingly.  

  Thereafter, the same day, the customer corresponded with *** requesting the work order be cancelled. As such, *** cancelled the work order, and the claim was closed accordingly.  

  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: 06/21/2023

  
  Complaint: 20191670
  
  I am rejecting this response because:
  
  No one ever explained to me that I am not able to file a claim request from outside technician if a network technician has assigned to me. If I know that, I would definitely choose the reimbursement claim instead. I have also raised my concern to them that there is no way that I have to wait for 4 days without water since the i had to turn off the whole water supply due to the water leak. They totally ignored that and stated there is nothing they can do. 
  
  Regards,
  
  *********************

  Business Response

  Date: 06/22/2023

  Dear **********************:
  
  *** is sorry to hear of the customers continued frustrations.
  
  The customer corresponded with *** on June 14, 2023 at 11:27AM stating, Can I get an update for the claim?
  
  In response, that same day at 11:30AM, *** replied to the customer stating, Thank you for your email. We do apologize for the delays and the inconvenience you are experiencing. Please be advised that per policy upon request for service, We will begin contacting Service Provider(s) within 4 hours. You will receive the name, phone number, and appointment date and time upon acceptance of the request by a Service Provider. In some circumstances, it could take more than 48 hours for a Service Provider to accept the request. We are diligently contacting our in-network technicians in your area to secure the soonest available appointment time. Please note, you can use our reimbursement process and contact an out-of-network technician for an appointment. if you would like to use your own technician, please visit your online account center at my.hwahomewarranty.com. Select /"View Claim Status/" and select the claim. There will be a blue link to start the reimbursement process. Please follow the instructions for successful claim processing.
  
  This information was also outlined in our initial response. 
  
  There is no further information to provide.  HWA has abided by the policy terms and conditions and requests this matter be closed.

  Sincerely,

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

  
  

• Initial Complaint

  Date:06/13/2023

  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 made a claim with Home Warrant of America about my air conditioner not working. After 6 weeks they approved the condenser. They refused to pay for an evaporator. I tried calling and asking for their appeals process and they will not let me talk to anyone else and hang up on me. I call again and again an they keep hanging up when I give them my address. It is so hot that I ended up paying for an evaporator by myself just to get cooler in my home. They will no longer talk to me and I cannot find another number to talk to a manager or anyone. I also have two other claims with them that they keep shutting down, one because their tech they called did not fix it within the time limit they said the claim needs to be done in. I made another claim on the same product that broke and they took forever so I called the same repair place they chose and they keep saying they have not received the diagnosis even though the company said they have sent it in a week ago. Another claim was sent in for some electrical and they keep saying they are working diligently finding someone to fix it but it has been a month now and no one has been chosen to fix this issue and they basically point me to finding someone on my own but after the last issue trying to fix the previous claim by myself they won't approve it.Now they are just hanging up on me.

  Business Response

  Date: 06/21/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the electrical system claim (claim no. 8519355) and the air conditioning claim (claim no. 8362962). 

  Our most recent records indicate that the electrical system claim has been assigned to ************ with an appointment scheduled for today, June 21, between the hours of ****AM. HWA will determine claim coverage upon receipt of the technician's diagnosis accordingly. 

  With respect to the air conditioning claim, the customer placed the claim on April 27, 2023, stating that the unit is not cooling properly. *** dispatched ********** to the customer's home to submit the diagnosis. Upon inspection, the technician reported a failure to the compressor. 

  ON May 16, *** approved replacement of the condenser and advised the customer of non-covered charges in the amount of $400 for the cost of modifications necessitated with replacement, which the customer accepted. 

  As per section 4 of the policy 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."

  Thereafter, the technician contacted HWA indicating that they also require a thermal expansion valve in order to complete the repair, which was not included in their specifications when submitting the information to HWA for replacement.  The customer also contacted *** stating that the system also requires an upgraded evaporator coil. 

  It was explained to the customer that the upgrades and modifications were not included in the technician's specifications for replacement. However, as per the customer's contract, the cost of the upgraded thermal expansion valve and evaporator coil would be at the expense of the customer as these are modifications necessitated with replacement of the condensing unit, which are non-covered. 

  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:06/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jun 3 my ac unit quit blowing cold air which i reported to HWA who assigned ac tech to service Jun 6. Ac tech took pictures and informed my wife condenser needs to be replaced he would file report. Jun 9 ac tech returned took more pictures and collected $100 deductable the same day i received email from *** informing me my claim is not covered stating condenser coils are damaged restricting airflow resulting in refrigerant leak and this is not a failure that occurs under normal wear and tear. My ac unit is 28yrs old and was serived last year for same problem where ac tech added 4lbs or refrigerant and a new switch and fixed problem, nothing was said about damaged coils. I appealled decision and was assigned case manager who i spoke with Jun 13 and she just repeated denial email I had already received and could not send me copies of invoice or ac techs report to help with my appeal. I feel this is normal wear and tear for a 28yr old ac unit. I have the diamond plan policy (there best plan) with *** for 7yrs. Thank you for any help you can give me

  Business Response

  Date: 06/14/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 8934876). 

  On June 3, 2023, the customer placed a claim for the air conditioning stating that it is not cooling properly. *** dispatched Unlimited Residential Air to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the condensing coils are leaking.  The technician also provided HWA with photos of the condensing unit and coils which confirm the condensing coils are damaged. 

  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 condenser coils are physically damaged, restricting the necessary airflow throughout the system, resulting in a refrigerant leak and must be replaced. This is not a failure that occurs under normal wear and tear conditions. . 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, 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." 

  The customer appealed claim outcome and it was explained the cause of failure is due to the damaged coils which have restricted the airflow throughout the system causing a leak, which is not a normal wear and tear failure. As such, the claim will remain non-covered based upon the terms 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 

   

• Initial Complaint

  Date:06/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Refrigerator has been malfunctioning since February of 2022 and Home Warranty of America refuses to make a decision to replace or repair the unit.

  Business Response

  Date: 06/19/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 8751819).
  
  On May 23, 2023, the customer placed a claim stating the refrigerator was making a loud beeping sound that would not stop, and it was not cooling. HWA dispatched A&E *************** and they reported to the customers home on 6/5/23. However, after several requests from HWA, the technician failed to submit the diagnosis. Per section **************** (2), We have the sole right to select the Authorized Repair Technician to perform the Service. As a result, the claim was placed back in our vendor network to be reassigned. However,we experienced a delay in locating a technician to accept the work order.
  
  Our most recent records indicate that an appointment is scheduled with Home Tech Appliance Repair for 6/23/23 between 11:00AM 3:00PM CST.Notification was e-mailed to the customer today 6/19/23, 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: 06/19/2023

  
  Complaint: 20181695
  
  I am rejecting this response because:
  
  My refrigerator has been broken and non-operational since February of 2023. There are several claims on this refrigerator since 2021.
  
  Regards,
  
  *****************************************

  Business Response

  Date: 06/21/2023

  Dear **********************: 

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

  However, the claim has been assigned with an appointment scheduled for June 23, which has not yet lapsed. As such, HWA will determine claim coverage upon receipt of the technician's diagnosis accordingly. 

  Sincerely,

  ************
  Consumer Advocate  

  Customer Answer

  Date: 06/21/2023

  
  Complaint: 20181695
  
  I am rejecting this response because:
  

  You have sent put three technicians since February and they have not been able to diagnose the concern.

  The time I have been with out a refrigerator is unacceptable and I was assured by your manager (***********************
  ********************************************) that another repair would not be scheduled

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

  Business Response

  Date: 06/22/2023

  Dear **********************: 

  As per section 9 of the Limits of Liability, "We have the sole right to determine whether any Covered Item will be repaired or replaced." 

  As outlined in our previous response, the customer has been provided with an appointment for tomorrow, June 23, between the hours of 11-3PM. 

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

  Sincerely,

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

  Customer Answer

  Date: 06/23/2023

  
  Complaint: 20181695
  
  I am rejecting this response because:
  
  You have sent out three technicians and the problem could not be diagnosed and not repaired.

  This is not acceptable and I was told by your manager that no more repair attempts would ocur.

   

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

  Business Response

  Date: 06/27/2023

  Dear **********************: 

  *** apologizes for the customer's continued frustrations. 

  As a goodwill gesture, CHW is pleased to offer the customer a buyout in the amount of $1,199 in order to proceed with replacement of the refrigerator. 

  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 efficiency but not for matching brand color or dimensions) in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item." 

  The customer may confirm their acceptance by emailing the undersigned at *******************************************.  Upon acceptance, a check will be issued to the customer within 30 days. 

  Sincerely,

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

  Customer Answer

  Date: 06/27/2023

  [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:06/13/2023

  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 pay an annual fee of roughly $600.00 for a home warranty through HWA. Over this past year, I have filed two claims that have cost me time, money, pain, and suffering well beyond what a normal repair would cause. The first instance, we had a pipe burst, partially flooding out basement. I submitted a claim to HWA and they were unable to provide a technician. They offered a reimbursement program if I provided my own technician but after calling 3 plumbers who refused to go through HWAs process, I gave up and had to bypass HWA entirely. This cost me $700.00 out of pocket and because I had to wait so long, there is still significant water damage in my basement. The second claim I place on April first is still ongoing. My Air Conditioner went out and has yet to be fixed. *** assigned some technician from Oceola (1 and a half hour drive) to our case. This technician came out once to diagnose the issue a few days after we reported. Then he didn't come back for another month. He attempted to fix the issue but couldn't. He came back a third time on June 6th but did not bring the required components to complete the repair. (Components he has known were needed since May 8th.) I have been in constant contact with *** to expedite the process. They have done nothing but call the technician. I had to buy a portable AC unit ($430 out of pocket) so my dogs wouldn't die of heat stroke. They have offered no reimbursement and no support. I have paid this company $600 this year to avoid incidents exactly like this and instead I am out an additional $1,100 and still feel like neither of these issues were properly resolved. Furthermore, my contract is set to renew on June 20th and I cannot cancel with an open claim so I'm stuck with this terrible service for another year and another $600. I want my AC fixed and I want a refund for this terrible service. Claim 1: 7994973 Claim 2: 8039175

  Business Response

  Date: 06/15/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their plumbing system and air conditioner claims (no.: *******; 8039175).
  
  Plumbing System (no.: *******)
  On March 31,2023, the customer placed a claim stating that there was a leak in the slab and water in the basement. Additionally, that it would get worse when using the outside hose. *** dispatched the claim to our vendor network but we experienced a delay in locating a technician. As an alternate option, on 4/2/23, the customer opted to use his own technician and submit for claim reimbursement. A form was then 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.
  
  However, on 4/3/23, the customer informed *** that his technician did not agree with our terms for reimbursement and to close the claim. As a result, the claim was closed at the customers request.
  
  The customer stated in his complaint that he paid $700.00 out of pocket to complete the repairs. However, *** did not approve these costs. Per section **************** (2), We will not reimburse for any services performed without Our prior approval. Therefore, there is no reimbursement due to the customer at this time.
  
  Air Conditioner (no.: 8039175)
  On April 4, 2023 the customer placed a claim stating that the A/C was not responding to the thermostat. Additionally, that there was hot air coming out of the vents. HWA dispatched 7 Arrows Heating & Cooling and they reported to the customers home on 4/7/23.Upon receipt of the technicians diagnosis, *** authorized the technician to replace the defrost control board. On 5/1/23, the technician indicated that he replaced the defrost control board. However, he reported additional failures that the reversing valve needed to be replaced and the unit needed to be recharged with 7lbs of 410A. *** then authorized the technician to complete the repairs.
  
  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.
  
  On 5/28/23, the technician indicated that a repair appointment was scheduled for 6/3/23. However, the technician did not receive the necessary parts in time to complete the repairs. Our most recent records indicate that *** spoke with the technician on 6/13/23 and he indicated that he is was waiting on the part to be delivered and would contact the customer once obtained.
  
  *** confirmed with the technician today 6/15/23 that he has obtained the necessary part(s)and scheduled a repair appointment with the customer for tomorrow 6/16/23 between ****** ******* CST. Should the customer need to contact the technician directly he may be reached at **************.
  
  As for a full refund, the customer is a monthly policy holder and did not pre-pay for coverage. Therefore, there is no refund 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 ** and an administrative fee of the lesser of $30 or 10% of the Contract Fee
  
  Thank you,
  
  ********************
  

  Customer Answer

  Date: 06/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me in a legal sense, though it's still extremely disappointing. I understand that *** has not violated any part of the contract. However, I still find it ridiculous that the claim is still ongoing more than two months after the original reported event. I was hoping that a good faith gesture may be made in reimbursing me for the portable AC unit I purchased, but again it seems nothing is legally driving any action of this type from HWA. Hopefully this will all be resolved tomorrow and I can cancel my HWA coverage but I am highly doubtful that will be the case based on past events. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/13/2023

  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 returned from vacation on June 7th and was informed by our house sitter that our ice maker had started over filling, which created a block of ice freezing our ice box thus not allowing us to pull it out due to the over filling. I paid for the top package to this warranty company and they have now denied two separate claims that are known to be normal items to replace, this is specifically known to be a problem on Frigidaire and ******* products. The sales pitch claims to replace basically anything that goes wrong as long as you haven't broken the item due to negligence. This is not the case and despite going through their "dispute resolution" process it's not been resolved. I have yet to receive a call or email from the dispute resolution manager despite my many attempts to reach them via phone or email. My policy # is ********* and the Claim# is *******. Like most companies trying to make a sale, they claim to support military, fire and police by giving discounts and great service. I am 100% disabled and I'm on a very limited and strict budget. If you sell someone a product that is supposed to be top of the line, you need to follow through with it, otherwise your claim of great customer service is fraudulent. The repair agency that came out said that ********** and ******* is famous for the ice maker to break down and quit, thus being something "normal" to happen. I won't be renewing my policy with them in July, but I know there's a lot of people getting the same treatment I am getting.

  Business Response

  Date: 06/15/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 9016134).
  
  On June 7, 2023, the customer placed a claim stating that the ice maker was leaking and would not make ice. HWA dispatched 417 MARS LLC and they reported to the customers home on 6/12/23. Upon receipt of their diagnosis, it was determined that the ice maker tray was cracked/broken resulting in leaks and improper operation. Therefore, the ice maker needs to be replaced. Per section Limits of Liability (6), we are not responsible for consequential or secondary damages. This includes, but is not limited to, repair of conditions caused by any of the following: chemical or sedimentary build up, insect infestation,mold, mildew or bacterial manifestations, misuse or abuse, theft or vandalism,failure to clean or maintain as specified by the equipment manufacturer,missing parts, structural changes, fire, freezing, electrical failure or surge,water damage, intentional acts, riot, lightning, mud, earthquake, soil movement or settlement, storms, accidents, pest damage, Force Majeure events (as defined below), failure due to excessive water pressure, or any other perils not considered loss or damage due to normal wear and tear.
  
  A claim determination letter was sent to the customer with the option to appeal and he did. On 6/13/23, the customer spoke with a Case Manager and it was explained that the failure reported was not the result of normal wear and tear. Furthermore,that we would not be covering the claim.
  
  Nevertheless, *** will offer the customer $177.35 as resolution to their complaint. This constitutes the cost for the ice container assembly. Then the customer can use those funds to pay a technician of his choosing to complete the repairs. The customer may e-mail Consumer Advocate ******************** at ********************************************* regarding the proposed resolution. Funds are mailed in the form of a check and subject to 30 days processing from the date of acceptance.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************
  

  Customer Answer

  Date: 06/16/2023

  
  Complaint: 20179277
  
  I am rejecting this response because:  *********** and the 417 Mars knew the ice compartment broke due to the leaking ice maker, causing the entire ice box to over fill and freeze and thus breaking the ice compartment.  The leak is the leading cause of the malfunction.  The ice compartment is Secondary due to the leak.  They all knew that.
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 06/22/2023

  **********************,
  
  We apologize that the customer is still dissatisfied. However, in lieu of the claim denial HWA offered the customer our costs for the ice container assembly in the amount of $177.35. Although, the customer declined.
  
  Nevertheless, due to the customers continued dissatisfaction HWA will offer our full costs for repairs in the amount of $302.69 upon receipt of an itemized paid invoice. The customer may e-mail Consumer Advocate ******************** at ********************************************* 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,
  
  ********************