Business Profile

Home Warranty Plans

Home Warranty of America

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Complaints

This profile includes complaints for Home Warranty of America's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,463 total complaints in the last 3 years.
313 complaints closed in the last 12 months.

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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:06/12/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Home Warranty of America is manipulating our AC repair technician to use a cheaper motor than what actually fits our AC unit. Getting this motor will take 3-6 days and then have to be programmed so we will be without AC for over 10 days in the summer in ***** with temps hitting 100 degrees. We have paid them for years and not had to file a claim before.
Business Response
Date: 06/15/2023
**********************,

Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 8999925).

On June 7, 2023, the customer placed a claim stating that the issue with her system was due to maintenance. The customer received an immediate notification that she selected a non-covered reason/system and the claim was closed. Per section Limits of Liability (11), Routine Maintenance: We are not responsible or liable for normal or routine maintenance. You are responsible for performing normal and routine maintenance and cleaning pursuant to the manufacturers specifications.

The customer contacted HWA the same day and amended her statement. Furthermore, she indicated that she was not certain what was needed because the A/C unit smelled like smoke. *** then placed the claim in our vendor network and assigned JC Contractors.The technician reported to the customers home on 6/8/23 and upon receipt of their diagnosis, HWA authorized the technician to replace the *****************

Our most recent records indicate that after further claim review with our supplier regarding compatibility of the part, *** authorized the technician to install the *** Motor (MOT19079).On 6/12/23, HWA spoke with the technician to confirm such and he stated that he was waiting for the part to be programmed. A repair appointment was scheduled with JC Contractors for 6/14/23 between 3:00PM 8:00PM CST.

*** spoke with the technician today (6/15) and he confirmed that he completed the repairs yesterday as scheduled.

HWA requests this matter be closed.

Thank you,

********************
Initial Complaint
Date:06/11/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company took my year membership fee for a home warranty of my property. When The ** broke and the repair was expensive decided no to fix it. **** had me waiting for months in a very warm house for a repair they never did. This is a very dishonest company and should not be allowed to operate.After months of waiting for a resolution and many upseeting phone calls I had to ifnlly give up and repair the ** myself. I think they won, they got me to fix it, their startegy finally work. It made me wonder how many people goes through this and when I look only i found hundreds of comments from many people who had the same experience. I think something really needs tobe done about these people.
Business Response
Date: 06/12/2023
Dear **********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced.
Based upon our records, the customer has four (4) different policies with *** and therefore we ask that the customer provide either the policy number and/or claim number and a response with be provided accordingly.
Sincerely,
************
Consumer Advocate
Customer Answer
Date: 06/23/2023

Complaint: 20171568

I am rejecting this response because:Policy #: 590512664
Claim #: 8004063

Regards,

*********************
Business Response
Date: 06/23/2023
Dear **********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 8004063).
On April 2, 2023, the customer placed a claim for the air conditioning stating that that it is not cooling properly. *** dispatched EMS HVAC to the customer's home to submit the diagnosis. Upon inspection, *** determined that the evaporator coil is covered under the manufacturer warranty.
As per section 12 of the Limits of Liability, "We are not responsible for repairs of systems or components covered under a manufacturers warranty. Our responsibilities will be secondary to any manufacturer or suppliers warranty or other extended or in-home service contracts that exist for the covered systems, components, and appliances."
The customer appealed the determination stating that they are not the original owner's and therefore the part is no longer covered. It was explained to the customer that they are required to provide documentation from Lennox declining warranty coverage in order to evaluate the claim further for potential coverage. To date, the customer has not provided same.
While we regret to hear of the customers frustrations, HWA has abided by the policy terms and conditions and requests this matter be closed.
Sincerely,
************
Consumer Advocate
Customer Answer
Date: 06/23/2023

Complaint: 20171568

I am rejecting this response because I was never informed about this equipment being under any type of warranty or requested any actions form me to get any time of documentation.
During one visits one the techs explained hat the equipment was not under warranty becasue it was 6 year old and to get 10 year warranty if the installer at that time had to register the equipment other than that the system only has 5 years warranty.
Home warranty of America never told me that I had to go and look for any type of documentation to get this resolved. They only kept on saying we will get back with you, give us more time, we have a misscommunication with the technician, etc. etc. etc. I think hoping that I would get tired of being in a 100 degrees weather and I would finally fix it on my own, which is why I finally did. If they would have told me that this what they needed... I would have at least tried to get them what they wanted.

Regards,

*********************
Initial Complaint
Date:06/08/2023
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.
Home Warranty of America does not follow through on claims. The technicians that they claimed to send never showed up for any of the appointments for 2 different claims, one of which was for my air conditioner not working. The air conditioner claim has been active for a month now and I still have yet to have a technician visit my home or even call me back. When I contacted the company on multiple occasions all they would say was that I needed to call the technician back and make another appointment. One technician kept making appointments another week out and missing them, and the other won't answer the phone or the messages I left at all. The warranty company has been no help and they have strung this out long enough that the heat is now a danger to my family, and I have to have the repair performed myself. They have also informed me that they will not reimburse me for the repairs if I have them done. This company accepts zero responsibility, has poor customer service, and drags repairs out seemingly intentionally to avoid paying a claim. I have given them every opportunity to correct this situation, and even informed them I would launch this complaint in my last correspondence with them. The intent of this complaint is to prevent people from being scammed the way my family was. This company apparently makes it's living preying on people who can't afford home repairs.
Business Response
Date: 06/16/2023
Dear **********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 8540931).
HSC assigned the claim to AHS HVAC, LLC with an appointment scheduled for May 21, however the technician was unable to keep the appointment due to scheduling conflicts and therefore the appointment was rescheduled to May 25.
As per section 15 of the Limits of Liability, "You understand and agree that We: (i) are not liable for the negligence, omissions, or other conduct of the Authorized Repair Technician."
On June 7, the customer contacted *** stating that the technician missed the appointment, and that they will contract with their own technician to have repairs completed and submit the invoice for reimbursement. It was explained to the customer that the claim will be returned to dispatch for vendor reassignment. In addition, *** will not provide reimbursement for repairs completed without prior authorization.
As per section 2 under ***************** "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."
At this time, the claim has been escalated with our dispatch department in order to reassign the claim to a new vendor as soon as possible. HWA will provide the scheduling details to the customer via email accordingly.
************
Consumer Advocate

Customer Answer
Date: 06/20/2023

Complaint: 20162725

I am rejecting this response because:
The warranty company still has not sent an hvac technician, they have not reimbursed be for any repairs and I had to have the system repaired myself due to their incompetence.

Regards,

*************************
Business Response
Date: 06/21/2023
Dear **********************:

*** is sorry to hear of the customers continued frustrations.

The customer has confirmed that they have since elected to have the repairs completed by their own technician, and therefore the claim has been removed from dispatch and closed accordingly.

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

As per section 2 under ***************** We will not reimburse for any services performed without Our prior approval.

HWA requests this matter be closed.
Sincerely,
************
Consumer Advocate
Customer Answer
Date: 06/21/2023

Complaint: 20162725

I am rejecting this response because:
Home Warranty of America intentionally slow rolled ** with do nothing responses to force us to complete repairs on our own. I cannot in good conscience allow them to resolve this complaint because they did not assist in any way with the repairs on my home. I was without air conditioning FOR OVER A MONTH, and the heat forced me to have the repairs done myself on my own dime due to concern for the health of my family. I believe this to be intentional. This company deserves a ******************* on their record so that other consumers know that they will likely never receive the promised repairs. I am lucky enough to have been able to afford the repairs I needed, but other lower income people (Who are this company's target demographic) may not be so fortunate.

Regards,

*************************
Initial Complaint
Date:06/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed a claim for a microwave on April 27. They sent a Sears technician out on May 1. They tried to order part but the microwave was too old. They were supposed to come back on May 8 (I thought with new microwave) but no one showed up. I took off work and lost $85 in pay and waited all day and no one contacted me. When I contacted them they told me they were going to replace the microwave and they would email me with instructions . During third week I still had no response and they said they were still dealing with ***** and would email me within 48 hours, no response. I have called back twice a week for the last 3 weeks and get a different answer each time. They always say I will get an email, havent seen one yet. I have asked to talk to a supervisor several times and one is never available. There is only one number to call and no way to email them except for a claim. This is beyond frustrating, I have had to completely change the way I cook plus have no way to heat my heating pad for my back. I would like the microwave and compensation for having to eat out more, loss of pay, and dealing with health issues. I plan to cancel the policy once this is taken care of.
Business Response
Date: 06/14/2023
Dear **********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the microwave claim (claim no. 8380629).
Our records indicate that the claim was assigned to A&E **************** however the technician failed to provide their diagnosis.
As per section 15 of the Limits of Liability, "You understand and agree that We: (i) are not liable for the negligence, omissions, or other conduct of the Authorized Repair Technician..."
As such, HWA waived the service call fee and reassigned the claim to a new vendor with an appointment scheduled on June 13.
At this time, *** is pending receipt of the technician's diagnosis to determine claim coverage.
Sincerely,
************
Consumer Advocate
Initial Complaint
Date:06/07/2023
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 company in question, Home Warranty Of America, so called home warranty provider refused the claim on my AC unit at my resident after they send in a company called EMS ************* The tech from that company did not spend more than 10 min, collected a check for the service call and then turned around and provided Home Warranty Of America with fabricated pictures of the unit to help their case. I reached out to the company and asked them to send another tech for a second opinion, they refused and decided to side with their own tech so they will not honor that claim. I simply asked for a second opinion. Their tech right away after they refused the claim called me to tell me it was them that they woud not honor the claim and that his company can replace my outside AC unit for $4,500.00 I have the email to show that they assigned a case manager for my claim, her name is *****************************, we setup a time for her to call me on Wednesday 06/07/2023 at 12:30pm, and ****************** did not even bother to call. I have to call to check why they did not call and some one in her office by the name of ****************************** answered on her behalf and straight up told me that they would take the tech word and would not even bother consider sending another tech.The Last claim i had on my house was on the same unit. It was filed July 2022.I am asking for the payments they have been taking out of my credit card since August of 2022. $59 for a period of 10 months plus $100 that i paid for their so called service tech that he collected for showing up.Any company that claim to provide service to the consumer should be held resposible for ripping off people out of their hard earned money.
Business Response
Date: 06/08/2023
Dear **********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 8836122).
On May 29, 2023, the customer placed a claim for the air conditioning stating that the unit is not cooling properly. *** dispatched EMS HVAC to the customer's home to submit the diagnosis. Upon inspection, the technician reported failure to the compressor due to lack of maintenance. The technician also provided HWA with photos which confirmed that the condensing unit coils were impacted with dirt and debris buildup.
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 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 VII0 of your policy. Your policy has the following exclusion, we are not liable for normal or routine maintenance."
The customer appealed claim outcome and it was explained that the policy only covers for failures due to normal wear and tear and therefore the claim will remain non-covered based upon the terms set forth in their contract. No further action will be taken.
As per section B(10) under policy ********************* Systems and Components means systems and components as specifically described herein as Included under Your Plan and become inoperative due to mechanical or electrical failures caused by normal wear and tear."
As per section G(7) of the Limits of Liability, "We are not responsible for consequential or secondary damage. This includes but is not limited to, repair of conditions caused by chemical or sedimentary build up..."
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: 06/19/2023

Complaint: 20157017

I am rejecting this response because:
The issue was not resolved with the insurance company
I had to replace the ** unit out of my own pocket. My cost was close to $3300.
I wish to reopen the case again because home warranty of America didnt attempt to resolve the issue. I emailed my case manager, the one that was handling my ins. Claim and told her of what happened. She never responded
Again, i wish to keep that case open

Regards,

Atweh Hindi
Business Response
Date: 06/21/2023
Dear **********************:

*** is sorry to hear of the customers continued frustrations.

HWA denied coverage of the customers air conditioning claim as the failure was due to lack of maintenance.

*** 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 VII0 of your policy. Your policy has the following exclusion, we are not liable for normal or routine maintenance."

As such, it is the customers responsibility to pay for repairs out-of-pocket as the claim remains non-covered.

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:06/06/2023
Type:Order 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.
Members of HWA over two years. Consistently paying our monthly bill. Air conditioner went out. 12 days after calling to let someone know about the outage, we were persuaded to upgrade our policy (even though we already had a member agreement and policy with the company) once we agreed to the upgrade and paid $900 up front for this coverage, when we submitted the claim for the initial visit of a technician, *** wouldnt cover the cost and we paid over $230 for someone to come take a look at the appliance We were then told that the air conditioner was not covered as there as a preexisting condition being that we just upgraded a new policy.Wed had coverage and were conned k to a new policy whic due to timing purposes, were were no longer WiFi le For The coverage of the appliance HWA knew what they were doing and sabotaged the agreement and took our money and we ended up paying full price for the service in addition to an annual fee for the upgraded warranty and several years of paying into the warranty This is unacceptable and so Etching needs to be done I want my money back for the services that were rendered and for the contract that was initially set up
Business Response
Date: 06/06/2023
Dear **********************:
Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 8581362).
On May 12, 2023, the customer placed a claim for the air conditioning stating that it is not cooling properly. The customer also listed the last time working date as May 10, 2023.
In lieu of awaiting vendor assignment, *** offered the customer the option of the Claim Reimbursement Process which allows the customer to use a technician of their choosing to submit the diagnosis for claim evaluation, which the customer accepted.
Upon receipt of the technician's diagnosis, *** 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 failure does not constitute normal wear and tear and/or is excluded from coverage in accordance with the terms and conditions of your contract. Please refer to your policy for specific details on coverage limitations and exclusions."
The customer appealed claim outcome and it was further explained that *** determined that the failure was pre-existing as the customer indicated that the last time working date was on May 10, 2023, which pre-dates term coverage which commenced on May 12, 2023.
As per section 2 under Listing Coverage Limits of Liability & Exclusions, "During the Listing Period, We will not pay for the repair or replacement of any Covered Items if they are inoperable as a result of preexisting conditions, deficiencies, insufficient maintenance, and/or defects."
Thereafter, the customer processed a cancellation of their policy due to their dissatisfaction with claim outcome and was issued a refund in the amount of $775.
As per 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, less any actual Service costs incurred by ** and an administrative fee of the lesser of $30 or 10% of the Contract Fee."
Nevertheless, as a goodwill gesture, *** has issued the customer a full refund of the paid policy premium in the amount of $900. All payments are subject to 30 days processing.
While we regret to hear of the customers frustrations, *** has abided by the policy terms and conditions and requests this matter be closed.
Sincerely,
************
Consumer Advocate

Customer Answer
Date: 06/20/2023

Complaint: 20148569

I am rejecting this response because:
I do not agree with the way that HWA handled our air conditioner and policy situation.

My husband and I have been customers of HWA for several years and had a policy with them. When my husband called to request a claim be submitted for our air conditioner to be repaired the associate from *** told my husband that if he were to pay in advance that we could get a better deal with the warranty. So my husband did. He also asked the associate if it would impact him being able to submit the claim. He was told no.
So the initial policy that we had with *** was removed and we were given a new policy and because he submitted the claim after he was conned into getting another policy, we no longer met the criteria for the warranty and they deemed it as a preexisting condition. Which is not true. We had to come out of pocket $3000 to get our air conditioner fixed and we had been paying on a policy for years that we did not get the benefit of using.

It is bad business and they would not honor their error and technically owe us for the repairs on the air conditioner.

Regards,

***************************
Business Response
Date: 06/23/2023
Dear **********************:

*** apologizes for the customers continued frustrations.

In further review of the claim, CHW is pleased to offer the customer reimbursement in the amount of $1,675.71 which accounts for the cost of the evaporator coil in the amount of $1,078.71, in addition to the cost of labor to install the coil in the amount of $672, minus the customers contractual service call fee of $75. This amount is based upon the customers technicians breakdown for replacement.

The customer will have non-covered charges in the amount of $1,156 to account for modifications and/or upgrades necessitated by replacement.

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.

Please find the non-covered charges breakdown below:
Misc. $100.00
Torch charge $18
Vac charge $14
Freon 8lbs R-22 $ 1,024.00
Total: $1,156
Payment will be issued to the customer upon receipt of paid repair invoice. All payments are subject to 30 days processing. The customer may provide the invoice to the undersigned at *******************************************.
Sincerely,
************
Consumer Advocate
Customer Answer
Date: 06/23/2023

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is adequate. In the event that we do not receive payment from *** I will have the complaint reopened with BBB and move forward with any legal action.

Regards,

***************************
Initial Complaint
Date:06/05/2023
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.
Hello,We have had our service with HWA for a number of years and paid monthly for service fee's. They scheduled contractors to come out to look at our air conditioner when it was broke and every contractor they scheduled never showed up. After 3 times of contractors not showing up when I was told they would be showing up I called to cancel my service on 5/24/23 and their computer system was down. They asked me to call back at a later date. I called back on 5/25/23 and was able to cancel my service. I was told that I would not be charge any further fee's. On 5/26/23 I was charged ***** therefore, I called HWA and they said I would be credited that amount. On 6/5/23 I called and spoke with the refund department and they told me that I was not eligible for a refund because I cancelled on the same day I was charged the fee. If their computer system wasn't down on 5/24/23 I would have had it cancelled the day prior. I have paid for a service for months and have not had great customer service and feel that I should at least receive the ***** that I was told I wouldn't be charged when I cancelled my service.
Business Response
Date: 06/06/2023
Dear **********************:
Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding policy cancellation (policy no. IL03-SA01817142).
Our records indicate that on May 25, the customer contacted *** and processed a cancellation of their policy. The customer was a monthly policyholder and did not pre-pay for coverage. As such, the customer was not entitled to a refund upon cancellation accordingly.
As per 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..."
On May 26, the customer contacted *** stating that ***** premium was debited from their account and requested a refund in the amount of $92.83. It was explained to the customer that their monthly premiums are charged on the 25th of each month and therefore *** debited the customer's card prior to cancellation.
Nevertheless, as a goodwill gesture, *** has issued a refund to the customer in the amount of $92.83 to account for ***** premium. 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:06/05/2023
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.
Home Warranty of America is an absolute joke and the worst imaginable company on the market. I filed a claim for my HVAC unit and was ultimately told that I could use my own company under the reimbursement plan. I was then told that I needed a leak test to prove that it was leaking. After spending $500 I was issued a check in the amount of $425 after they took out their $75 service fee. I had the work done through my company and was ultimately told that it wasn't pre approved and that they wouldn't cover a dime. BULLSHIT! They wanted to send their own company out the day after saying that my company was to expensive. That was their way of getting out of paying anything. I ended up canceling the policy and was told that they would end up taking an additional $50 out along with the $425 they had given me for the leak test. So I'm out approximately $13,000 dollars and no home warranty. I would like reimbursement first and foremost for the premium at the least. This company is totally worthless and would never recommend them even to my worst enemy.
Business Response
Date: 06/07/2023
Dear **********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 8180991).
On April 14, 2023, the customer placed a claim for the air conditioning stating that it is not cooling properly.
As per section 1 under ***************** "You must notify Us as soon as a problem is discovered. We will accept Service Requests 24 hours a day, 7 days a week, 365 days a year. Under normal circumstances, We will assign an Authorized Repair Technician within 48 hours from receipt of Your Service Request..."
On April 15, *** offered the customer the option of selecting their own technician to submit the diagnosis for claim evaluation utilizing the Claim Reimbursement Process, which they accepted. Upon accepting this option, the customer was provided with the following instructions to ensure proper reimbursement:
1. Reimbursement is only available for covered repairs.
2. You are required to get authorization from HWA before commencement of any repairs.
3. For heating and air conditioning claims photos will be requested. To avoid any delay in
processing your claim, please ensure your Service Provider takes pictures of the name plate
and the inside and outside unit
4. Your technician MUST submit a complete diagnosis online at www.hwaclaims.com.
This department is only open during normal business hours. Failure to obtain authorization
before repairs commence will cause a forfeit of your right to receive reimbursement from HWA.
5. Your Service Fee will be deducted from the total reimbursement amount.
6. Please allow 30 days to receive your check
The technician provided the diagnosis which indicated that the coil is leaking and needs refrigerant. HWA requested the technician provide the amount of refrigerant missing from the system and to provide photos of the leak location with bubbles in order to complete claim evaluation.
The technician advised that the cost of the leak test was in the amount of $500. As such, *** approved reimbursement to the customer in the amount of $425 ($500 minus the contractual service call fee of $75) in order to perform the leak test accordingly.
On April 22, in lieu of providing the results of the leak test, the customer provided HWA with an invoice for full system replacement requesting we provide reimbursement.  It was explained to the customer that HWA did not provide authorization for replacement of the system and therefore their request for reimbursement was denied according to the terms set forth in their contract.
As per section 2 under ***************** "We will not reimburse for any services performed without Our prior approval."
As per the Claim Reimbursement Process instructions, "You are required to get authorization from HWA before commencement of any repairs. Failure to obtain authorization before repairs commence will cause a forfeit of your right to receive reimbursement from HWA."
As a goodwill gesture, HWA proceed with issuing reimbursement to the customer in the amount of $425, which was previously authorized for the cost of the leak test. The check was mailed to the customer on May 9, 2023, under check no. 32930. No further action will be taken.
While we regret to hear of the customers frustrations, HWA has abided by the policy terms and conditions and requests this matter be closed.

Sincerely,

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

Customer Answer
Date: 06/07/2023

Complaint: 20140249

I am rejecting this response because:

After canceling my policy, they immediately took the refund check back of $425 which is nonsense. I would like the $425 back at the least and will pursue this as long as it takes. They claimed in their response letter that they submitted it in "Good faith". What a joke! I wouldn't use this company again if my life depended on it. Just reissue the $425 and I will leave it alone. Until then, my word will get out amongst as many people as I can reach and give this company a bad name/rating.

Regards,

*************************
Business Response
Date: 06/21/2023
Dear **********************:

*** is sorry to hear of the customers continued frustrations.

As per 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, less any actual Service costs incurred by Us

There is no further action *** will take as the customer has been refunded according to the terms set forth in their 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

Customer Answer
Date: 06/21/2023

Complaint: 20140249

I am rejecting this response because:
I will continue my dispute until your company either refunds the $425.00 that was paid by me first and foremost to have the test done. Or until I see HWA go down because you're a crooked company that needs to be responsible for your customers. So we can continue this discussion all day long. Word has gotten out about how crooked you are and will continue getting the word out as long as I am breathing. And again, thanks for nothing.

Regards,

*************************
Initial Complaint
Date:06/02/2023
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.
In April of 2023 we completed a claim for home warranty of america. We had been working with this client for about 3 months. When her claim was approved we called HWA and let them know we would be out to complete the work order "claim" #******* the man on the phone advised me the claim was approved and to go ahead and go out to the customers home to complete the work order. 4/7/23 Work order ******* was completed. I tried to collect payment for this work order over 30x finally on 6/1 a representative emailed me and informed me that our account was deactived back in MARCH 2023 for "for preformance issues" and therefor could hold payment for 365days. This is a form of stealig from **, if they deactivated our account in March but sent ** on a claim in APRIL 2023 (after). Everytime I try to call this company to resolve the issue th the automated machine will say they are not accepting "in person" calls and will hang up. I have sent over 10 emails trying to resolve this but NO ONE in this compay is able to tell me what happend or why. They owe $288.00 do not trust this company they have a call center out side of the ** and it is very hard to understand them and communicate.
Business Response
Date: 06/05/2023
Dear **********************:

Please be advised that this is a vendor complaint which constitutes a business-to-business matter.
It is our understanding that the BBB is for consumer complaints and therefore we request this matter be closed accordingly.

Sincerely,
************
Consumer Advocate
Initial Complaint
Date:05/31/2023
Type:Customer Service 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.
Dear BBB Team,Please help me to get HWA to schedule an appointment for the broken AC, policy IL03-SA01842398, claim *******, opened on May 24. I called them yesterday on May 30 and was said that the claim was escalated, but I still have not received any updates on the appointment being scheduled. Today is the 8th day since the claim about AC not working was submitted.It is been very hot for a few days in a row, and it will be very helpful to know when the technicians will come to see what is wrong with the system and hopefully fix it. I have a very sensitive to the hot temperatures person in our house, whose health can be negatively affected by being in a hot environment, which my house is currently is.Thank you for your help,*************************
Business Response
Date: 06/01/2023
Dear **********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 8783829).
Our most recent records indicate that the claim has been assigned to ******* Electric with an appointment scheduled for today, June 1, between the hours of 3-8PM.
HWA will determine claim coverage upon receipt of the technician's diagnosis accordingly.
Sincerely,
************
Consumer Advocate
Customer Answer
Date: 06/01/2023

Complaint: 20126545

I am rejecting this response because:

The reason for the rejection is that the *** assigned our appointment to the business that refused to do a job for them, because *** owns money to ******* electric for the previous jobs.
*** did not even check with the business if they agreed to do any jobs for the company before assigning our appointment and replying to my BBB complaint.
I had to rush to home from my job to be able to meet with the ****** Electric on time today.
I had very informative conversation with the business, who was very apologetic about declining coming to our appointment but they explained that the Home Warranty of America ( same as Choice of America) owns them money and that was the reason why the ******* Electric had to refused to come to our appointment.
BBB Team, please help me on my side and ensure that *** will assign the company for the appointment that actually agrees to come to the appointment. ( maybe a company that *** doesnt own money yet?).
Meanwhile, it is unbelievable sauna like temperature in my house and that negatively affect people who live there, especially the one who takes hot temperatures very badly.

Regards,

*************************
Business Response
Date: 06/21/2023
Dear **********************:

*** is sorry to hear of the customers continued frustrations.

Our records indicate that the claim was reassigned to Hill *** Plumbing Heating and Air Conditioning.

On June 14, HWA approved the technician to complete a pressure test and recharge the unit with refrigerant. The repair has since been completed.

HWA requests this matter be closed accordingly.
Sincerely,
************
Consumer Advocate
Customer Answer
Date: 06/21/2023
[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:

While I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I want to add that it took me clams with Attorney General and the ********** of ********* to make the company to made any further moves with my situation, not mentioning the BBB.
We also had to call the business that *** assigned on Saturday, May 17 because the A/C stopped working again and they came for another fix on Monday, June 19. I mentioned it only because I hope that the business will get paid for this part too, as I was informed that HWA not always pays for the jobs it assigned.

Regards,

*************************

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