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:01/30/2025

  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 initial claim was on January 8, 2025 because my heat furnace had stopped working and producing heat. It took about four days for to be assigned. Once a technician was assigned. The technician came out and stated the problems the blower the electrical panel and some other things andalso said that he needed to order some parts. I call the technician I know about five or six times inquiring about when he was coming back out When the parts were coming in between January 8, 2025 and January 17 18th of ********************************************************************************************************************** another claim Thinking that would get him to come out and he flat out told me that he wasnt coming back out here so now I do not any heat in my home. I have a warranty that no one is helping me. No one is trying to get this fixed. Meantime Im in the winterwithout Heat and have a home warranty and have paid my deductible that was required for me to get service done, and it was not complete completed.

  Business Response

  Date: 02/03/2025

  ******** *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 17182631).
  
  On January 8, 2025, the customer placed a claim stating the furnace was not working. *** dispatched the claim to our vendor network and scheduled Choice Maintenance for 1/11/25. Based on the diagnosis received, *** authorized the technician to replace the flame senor with igniter.
  
  On 1/13/25, the customer stated the technician reported to the home 1/11/25 but she was still experiencing the same issues. Therefore, *** recalled Choice Maintenance. Please refer to section B(5) of the Service Contract, If work performed under this Agreement should fail within 30 days,We will correct the failure without a Service Fee.
  
  Based on his additional findings, *** authorized the technician to replace the circuit board. On 1/31/25, the technician informed *** the circuit board was set to be delivered on 2/3/25. Upon receipt of such,the technician will contact the customer to schedule a repair appointment.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.

• Initial Complaint

  Date:01/29/2025

  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 renewed my Home Warranty of America Plan on 03/31/2022 with a contract date of 06/13/2022-12/13/2025. I paid $1771 for this coverage with a $100 Service Call Fee.I put a claim in for a leaking hot water heater issue on 11/17/2024. I have since taken 3 days off of work for technicians to be dispatched to come look at the problem but have had none of them actually show up to complete the work .On November 20th, 2024 I was supposed to have a technician from Plumb Doctor come out to my house to take a look at the problem. The technician never came out and never answered my calls.On December 26th, 2024 Adamant HVAC was assigned to come out to my house for the repair and it was the same issue. The technician never came out and never answered my calls. I received appointment reminder emails on both of those mornings that the appointment was set and never received a cancelation notice.On January 29th 2025 Day 1 Heating and Cooling was assigned to come out. I received an appointment reminder email on the morning of the appointment. Then, at 9:05 am received an email that the appointment has been canceled. I have tried to be patient with the holidays but this is going on for too long. I have called on six different occasions trying to resolve this issue and have been told to be patient while they try to find another technician. The only help I have been offered is to partake in the Reimbursement Option where I would be responsible for finding my own technician and I have told them that I am not interested in this. I feel as though I have been patient, as it has been ten weeks, and that I am not receiving the help to fix this problem that I paid for. All emails are available if needed.

  Business Response

  Date: 01/30/2025

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 16482575). 

  Our records indicate that the customer placed their claim for service on November 17, 2024.  

  On November 20, *** assigned the work order to Plumb Doctor and thereafter to Adamant HVAC, although, please accept our apologies as the service providers were unable to keep the appointments due to scheduling conflicts.  Per section 1, Limits of Liability of the User Agreement, "We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs." 

  HWA then reassigned the work order to Day 1 Heating and Cooling, however the technician requested to be removed from the work order. 

  Our most recent records indicate that the work order has been assigned to ***************************************** with an appointment scheduled for Friday, February 7. As such, *** will determine claim coverage upon receipt of their diagnosis accordingly. 

  Thank you,

  **** *.
  Consumer Advocate

  Customer Answer

  Date: 02/07/2025

  
  Complaint: 22873917
  
  I am rejecting this response because:
  
  The repair has still not been made. I waited to respond to this matter in hopes that the rescheduled technician would make it out for the repair timely. I received a response to this matter on January 29th and I did receive an appointment notification on January 30th for the technician to come out.  This was the fastest response I have gotten for a canceled appointment yet. The technician was due to come out today but rescheduled the appointment to Wednesday, February 12th. Since this is still ongoing, I would like to keep this claim open until the repair is done. 
  
  Regards,
  
  ******* ******

  Business Response

  Date: 02/12/2025

  ********* *.,
  
  HWA is sorry to hear of the customers continued frustrations.
  
  Although the appointment was rescheduled to February 12,our records show that the customer accessed their account portal on February 10 and closed the work order. 
  
  Therefore, the appointment was cancelled, and the claim is now closed.
  
  *** requests this matter be closed. 

  Thank you,

  **** *.
  Consumer Advocate

• Initial Complaint

  Date:01/27/2025

  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.

  Home Warranty of America was negligent in vetting one of their technicians that they sent to my home to see what was wrong with my refrigerator after I made a claim for said refrigerator. Upon inspection the technician wrote a summary stating what was wrong with the fridge. Home Warranty of America then decided to get new parts for my refrigerator in lieu of buying me a new fridge. Because they would not cover all the cost, I was left with a bill of $595 which I had to send to the technician so they could order the parts on my behalf. After sending the technician the money they started to ignore my phone calls and text messages and push back three different schedule dates set for him to come repair my refrigerator. Once he started avoiding my phone calls, I called back to Home Warranty of America where they could no longer get in contact with him either. I then asked them for the information they had on file so I can report him to his employer as well as the Better Business Bureau, however bit he the phone numbers they had for the technician were either not working or not in service. The name of the company they had on file, Cleaning and Maintenance of IL, turned out not to be a real company either. Five minutes of googling made that extremely apparent. There was no website attached to the company and nary one review. It was made very clear that Home Warranty of America did not vet their technician before sending them to my home to complete work. And to add insult to injury, theyre refusing to refund me my $595, or the $75 (plus tax) service charge I paid to have that charlatan visit my home. There have been no attempts to compensate me for my losses with them or repair my refrigerator, which is in worse shape now than it was when I first made the claim. All they have suggested is that I find someone else to fix or replace my refrigerator, on my own dime.

  Business Response

  Date: 01/28/2025

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 16837445).
  
  On December 12, 2024, the customer place d a claim stating the right lower freezer would not keep food frozen and there was a terrible smell coming from the ice machine. *** dispatched the claim to our vendor network and scheduled Cleaning and Maintenance of IL. Based on the diagnosis received,*** authorized the technicians labor only as the failed compressor is under a manufacturers warranty and the ice maker is under a recall. There are non-covered charges due to the technician in the amount of $595.00 for the ice maker, water filter and additional labor.
  
  Per section G(8) We are not responsible for any repair,Replacement, installation, or modification of: 1) any Covered Item arising from a manufacturers recall or defect of said Covered Items; 2) except for labor cost on appliances and as specifically described in the Platinum Plan Upgrade under Section D(15) for purchasers of the Platinum or Diamond Plan, any Covered Item while still under an existing manufacturers or distributors warranty.
  
  Although please accept our apology as the technician failed to complete repairs and became unresponsive. Therefore, *** reassigned the claim to AAA Server **************
  In regard to the non-covered charges the customer paid to Cleaning and Maintenance of IL, *** is pleased to refund such per her request.A check in the amount to $595.00 will be mailed to the customer. Payment is subject to 30 days processing.
  
  Our most recent records indicate an appointment is scheduled with AAA Server ************** for 1/30/25. *** has also waived the service call fee.
  
  Thank you,
  ******** *.
  

  Customer Answer

  Date: 02/03/2025

  [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:01/23/2025

  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.

  Let me start of by saying that in the previous years when I had to file a claim everything was good and I actually like the whole process except when a technician used to come in and complained that they got this job thru HWA they used to always talk bad about this company but it's ok. Now my dryer went bad and *** decided to total loss it because they couldn't find the parts to replace it. I'm like ok I went thru this process before and it was good. But I guess in the last years they change and I wasn't aware of that which is bs because one expects the same process you had with previous claims. My dryer was total out and they gave me a price for $335 to replace it and that's a joke. I told them I cannot replace a dryer for $335 it doesn't make sense the dryer even the last supervisor told me that the cheapest he found was $625 but they told me we are giving you $335 because that's the wholesale amount that we will get to replace your dryer. Ok but here's the thing I'm not wholesale I'm a regular consumer I cannot go to the store and say hey I'm here to replace a dryer and I have a wholesale account because I don't I'm a simple consumer. After I talked to the first resolution person he was an a** and didn't care the second guy was a bit more understanding but how can I buy a dryer for $335 in today's world with everything being expensive just because they can get the dryer replace for that amount wholesale but I'm not wholesale. Make this make sense I used to tell my relatives and friends buy this insurance because they are really helpful and they try to work with you but after this claim they just don't simply care. I'm soo disappointed that this is my first ever complaint to bbb Ps like I mentioned to the supervisor before, we had sometimes things break before in our house and we didn't wanted to file a claim just because we thought we could fix it or just simply replace it to not used the insurance and save them money and fix it our self and now they do this !!

  Business Response

  Date: 01/24/2025

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dryer claim (no.:17088239).
  
  On January 2, 2025, the customer placed a claim stating the dryer stopped heating and was making noise. *** dispatched the claim to our vendor network and scheduled **************** for 1/6/25. Based on the diagnosis received,*** offered the customer cash back in lieu of replacement in the amount of $335.00. However, the customer declined.
  
  Please refer to section Limits of Liability (9), 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.
  
  Please also refer to Limits of Liability (14), Cash ********* reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item.
  
  The customer has a 27 ******** Dryer with 7.3 cu. ft.Capacity and 9 Drying Cycles. Therefore, *** will increase replacement to $749.00.Please see below for a comparable unit:
  
  *************************************************************************************************************************************************************************************************************************************************
  
  Should the customer choose to accept as resolution to his complaint please have the customer email mcintron@****************************************** are mailed in the form of a check and subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  ******** *.

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/17/25 I filed a claim to *** because lack of hot water. I was given an appt of 1/21/25 from 11am-3pm. I outreached the tech to alter my date & was told I could have a tech arrive 1/20/25 between the hours of 11-1pm then 3pm after of a period of no outreach I contacted the tech, I was told 4:30pm. The tech arrived touched the pipe, removed foam from the heater, checked the circuit box & stated it was a heating element issue. The tech didn't complete any diagnostic & I was required to pay the service fee. I received an email requesting my home inspection report. I provided the portion of inspection report pertinent to the claim as there weren't any issues identified to the home's systems. I received a call stating my claim would not be processed without FULL home inspection report. This caused me frustration as I have been several days without hot water and dangerously cold temps with wind chills as high as -25. I asked for a rationale for report and was not given one. I outreached the water heater manufacturer, and they sent several techs who completed thorough diagnostics, checking amps and volts, and discovered it to be an issue with the thermostat and an issue with the valve cartridge inside all of my showers which causes inconsistent temperature of the water. I would not be privy to this information, it was not identified on my report. I communicated to HWA my concerns with the improper diagnostic by tech and was met with callousness. I was told I could not receive a refund for my service fee or cancellation of my policy because it would go back to escrow, and I would be without a warranty. At this point I am thoroughly upset as I continue to be without water, incurred several fees because of lack of thorough diagnostic by *** contracted techs, and will have to identify other sources to fix my mounting problems. Warranties are supposed to help the homeowners; I've been inconvenienced, badgered by HWA ***** and ultimately my hot water remains unfixed.

  Business Response

  Date: 01/23/2025

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 17313551). 

  Our records indicate that the customer placed their claim for service on January 17, 2025, stating that there is no hot water.  The customer also listed the last time working date as January 13, 2025.  

  HWA dispatched ************ Plumbing and Excavations who reported failure to the heating element.  As term coverage commenced on January 7, 2025, *** requested the customer provide a copy of the Home Inspection Report for further claim evaluation.  Per section G(18) of the User Agreement, "We have the right to request routine maintenance records and/or home inspection reports in reviewing Our decision." 

  On January 20, the customer provided an excerpt of the inspection report which states, "The hot water at the second floor was below 100 degrees.  The hot water at the first floor was around 100 degrees.  The temperature should be increased at the water heater by a qualified handyman.  Task: Repair Further evaluation. Time: Immediate."  

  Although the report confirms that the water heater did not enter into coverage in proper working condition, *** requested that they provide a full copy of the inspection report which shows a full reporting of the water heater and plumbing systems in order to conclude claim evaluation. 

  Per section C(2) of the **************************** except as specifically described for Home Buyers coverage, must be in proper working order on the effective date of this home warranty Agreement." 

  Per section C(4) of the User Agreement, "Except for Home Buyers coverage - which provides coverage for unknown/ undetectable pre-existing conditions so long as the malfunction could not, or would not, have been detected by a visual inspection or simple mechanical tests - known or unknown pre-existing conditions are not covered." 

  However, the customer accessed their account portal and closed the work order prior to providing such documentation. 

  With respect to cancellation, the customer may cancel at any time. However, to date, *** has not received the escrow payment for purchase of the contract.  Therefore, upon cancellation, the customer must direct their request for a refund to the escrow company accordingly.  

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

  Thank you,

  **** *.
  Consumer Advocate

   

   

  Customer Answer

  Date: 01/28/2025

  
  Complaint: 22846565
  
  I am rejecting this response because:
  
  The inspection clearly communicates there was not an issue with the water heater, however the tech poorly assessed the water heater was the issue. The need for FULL inspection would not be needed for the claim as the inspection report communicates no  issues with plumbing outside of water temp needs to be adjusted which it was . Furthermore, the company does not mention the poor diagnostic completed nor was there any mention of refunding my policy even though their policy indicates 30 day refund. 
  

  The issue remained unfixed and *** continues to absolve themselves from poor execution in addressing customer concern. It would be inadvisable for any home owner to pursue a warranty with companies who badger their customers and inflict more stress during times of need. 

  
  Regards,
  
  ***** ****

  Business Response

  Date: 01/31/2025

  ********* *.,

  HWA is sorry to hear of the customers continued frustrations.
  
  However, the excerpt from the inspection reports indicates an issue with the water heater with recommendation of having the system inspected by a qualified handyman for further evaluation with the time listed as immediate. 
  
  Therefore, the inspection report confirms that there was a pre-existing issue with the water heater prior to acquiring term coverage.  Per section C(4) of the User Agreement, "Except for Home Buyers coverage - which provides coverage for unknown/ undetectable pre-existing conditions so long as the malfunction could not, or would not, have been detected by a visual inspection or simple mechanical tests - known or unknown pre-existing conditions are not covered."
  
  Lastly, our records indicate that HWA received the escrow payment on January 23.  Therefore, if the customer now wishes to move forward with cancellation, they may email ******************************************* and a full refund of $675 will be authorized accordingly.
  
  *** requests this matter be closed.
  

  Thank you,

  **** *.
  Consumer Advocate

  
  

  Customer Answer

  Date: 02/04/2025

  [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:01/20/2025

  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 first made a claim on December 3rd, 2024. My heater is broken and I asked for someone to come fix it. They sent out an HVAC person and they weren't sure what to do, so a second HVAC person was sent out. They decided it was a plumbing issue. I paid a second copay for a plumber to come out. The plumber felt confident he knew what to do and would order the part. I got an email later that day saying that they could not do the work and another plumber was assigned. The new plumber never made an appointment with us even though I called several times. Finally, it was reassigned to another plumber who came out. They said it was an HVAC system issue. I contacted *** to ask if we could get a third party to do the work because we haven't had heat for 7 weeks (in winter), and I keep getting the run around. When I call and ask for a call back they call and hang up immediately so I'm unable to answer (I'm looking at my phone when this happens). So, I made an appointment with my case manager. It was today at 9:15. They called at 9:03, essentially ensuring I'd miss it. They are doing everything to avoid completing this work and they are extremely difficult to get in contact with. I once asked for a manager on the phone and they said there are no managers to talk to. I just want my heater fixed.

  Business Response

  Date: 01/22/2025

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system and plumbing system claims (no.: 16682861).
  
  On December 3, 2024, the customer placed a claim stating when the furnace is turned on the fan kicks on but there was no heat coming from the vents. *** dispatched the claim to our vendor network and scheduled ********************** *********** for 12/3/24. The technician reported that the water line was air bound an in need of a flushing/maintenance.  Therefore, the customer was advised she needed a plumber. However, *** also informed the customer that her Service Contract does not cover maintenance. Please refer to section G(5), We will not pay for repairs or failures of a Covered Item that results from Your failure to perform normal or routine maintenance.
  
  On December 10, 2024, the customer placed a plumbing system claim stating an air gap in the water line was preventing hot water from reaching the water source heat pump on the second floor. *** dispatched the claim to our vendor network and scheduled ARK Plumbing for 12/13/24 but the technician was unable to service the customers type of equipment. Therefore, *** reassigned the claim to ********* Care for 12/27/24. Although on 1/3/25, the customer advised the technician missed the appointment.
  
  As a result, *** reassigned the claim to ******************* for 1/15/25. Based on the diagnosis received it was determined that the geothermal heat pump needed to be serviced. Please refer to section D(5) of the Service Contract, Excluded:  Outside or underground piping, redrilling of ***** for geothermal and/or water source heat pumps. Well pump and well pump components for geothermal and/or water source heat pumps.
  
  Please be advised this is an issue regarding the heating system. However, as the failure is excluded from coverage, there is no need to open a new claim. The Case Manager advised the customer of such on 1/21/25.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.

• Initial Complaint

  Date:01/13/2025

  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.

  We received a diamond coverage policy thru *** with the purchase of our home. After experiencing an emergency issue with our furnace we replaced the unit before getting approval for the repairs/replacement. After being told to supply dozens of documents and being drug thru months of calls, emails, and other correspondence we were assigned a case manager who told us they could not approve the claim because it wasnt pre-approved. They even went so far as to say they will never cover emergency situations unless pre-approved. So the homeowner buys a warranty that wont cover the specific issue that is meant to be protected by the policy. When I went to cancel the policy they would only reimburse a prorated portion which would have been much larger had they not just drug me thru 3 months of hassle.Additionally, I filed a claim for an ice maker which broke. After being told on the phone the ice maker was covered and paying the $100 service fee, I was then told that it wasnt covered because it was a standalone ice maker ************ flat out will try to steal your money at every step of the way. They will tell you youre covered when youre not. They will tell you youre covered, then ask for dozens of documents and then also tell you youre not covered. Their sole job is to collect your premium and then never pay, even in an emergency. ************ should be shut down. I would like a full refund of my premium as I was never covered for any potential expenses anyway. The only thing they would do is give me a prorated portion which was significantly lower than it should have been because they drug out both claims processes as long as possible only to then deny the claims.

  Business Response

  Date: 01/14/2025

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 16569017). 

  Our records indicate that the customer placed their claim for service on November 23, 2024, indicating that the system requires maintenance. The customer also stated, "The condenser pan has broken which is causing a leak into the bottom reservoir. We need to replace the system and was able to get the last heat pump in the state from Golden Rule PHC which will be installed on 11/27." 

  Based upon this information, *** automatically issued the claim determination denying claim coverage due to the contract exclusion for maintenance services.  Although, after receiving the determination, the customer amended their statement in order to effectuate service.  

  Due to high service demand, *** offered the option of the Claim Reimbursement Process which would allow them to select a technician of their choosing to submit the diagnosis for claim evaluation, which they accepted. Upon acceptance of this option, the customer was provided with the following instructions to ensure proper reimbursement steps are followed: 

  1. Reimbursement is only available for covered repairs.
  2. You are required to get authorization from *** 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 *****************.
  This department is only open during normal business hours. Failure to obtain authorization
  before repairs commence will cause a forfeit of your right to receive reimbursement from HWA.
  5. Your Service Fee will be deducted from the total reimbursement amount.
  6. Please allow 30 days to receive your check

  HWA received their technician's diagnosis on November 26, which reported that the main unit has water in the bottom, the drain line is clogged, the contactor is burned, the capacitor is out of specs, the evaporator coil is leaking, the drain pan is cracked, and that the customer just moved into the home a month ago.

  Based upon this information, HWA corresponded with the customer requesting they provide a copy of the Home Inspection Report for further claim evaluation.   Per section G(18) of the User Agreement, "We have the right to request routine maintenance records and/or home inspection reports in reviewing Our decision." 

  On December 10, the customer provided a copy of the Home Inspection Report which reported a leak in the downstairs unit.  The customer also corresponded with *** that same day confirming that the system was already replaced.  Per section B(3) of the User Agreement, "We will not reimburse for services performed without prior approval." 

  As a gesture of goodwill, *** offered reimbursement in the amount of $100, which they declined. Thereafter, the customer opted to terminate coverage due to their dissatisfaction with claim outcome.  

  No further action will be taken. 

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

  Thank you,

  **** *.
  Consumer Advocate

   

  Customer Answer

  Date: 01/14/2025

  
  Complaint: 22803956
  
  I am rejecting this response because the excessive process which they described as nauseum is deceptive in practice.  Why would they continually request documents which they knew could not result in a claim if they require pre-approval when I had told them the system was requiring a replacement and with winter coming would need to be done before any approval could be obtained.  Their long drawn out process cost me at least 2 months of proration for cancellation of their policy.  In addition, the $100 good will gesture which they offered would take more than 30 days to process.  When I told them I wanted the $100 as a claim during my effective period of the policy and then cancel to receive the proration they denied this by saying the policy had to be in place to receive a claim.  When I pointed out that the policy would be in place when they approved the claim and would then be cancelled I was rudely told that was not possible.

  I would like *** to either pay the $1500 maximum claim for my furnace issue and Ill keep the policy in place or I want a full refund of the policy premium as they obviously never intend to pay a claim.  In addition, i find their practice of extending the claim process as long as possible to be intentional to both frustrate and/or cause clients to not seek claims or to reduce a policy cancellation proration.  
  

  Full refund of my policy premium or pay the claim I should be entitled to if the policy wasnt written in such a way as to never be able to pay for an emergency repair.  

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

  Business Response

  Date: 01/15/2025

  ********* *.,

  HWA is sorry to hear of the customers continued frustrations.

  However, upon selection of the Claim Reimbursement Process,the customer was provided with specific instructions which state, You are required to get authorization from *** before commencement of any repairs.  Failure to obtain authorization before repairs commence will cause a forfeit of your right to receive reimbursement from HWA.

  Per section B(3) of the User Agreement, "We will not reimburse for services performed without prior approval."

  Therefore, the customer forfeited their right to receive reimbursement when opting to having unauthorized repairs completed. 

  With respect to the customers request for a full refund,per section I(2) of the User Agreement, If You cancel at any time after the first 30 days from the Order Date, We will pay You a pro rata refund of Your paid Agreement Fee for the unexpired term at the end of the month of which You cancelled less any Service Costs incurred by Us. In addition, You shall be responsible for an administrative fee of the lesser of $50, or such amount as is permitted by law.

  Nonetheless, in goodwill, *** has authorized a full refund in the amount of $675 as resolution to this matter.  The refund check will be mailed to the following mailing address within 30 days: ***** and **** *******, *******************************************************************  The customer may email ******************************************* should they wish to provide an alternate mailing address.

  HWA requests this matter be closed.

  Thank you,

  **** *.
  Consumer Advocate 

  
  

  Customer Answer

  Date: 01/16/2025

  [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.

   

  Its just a shame that the company is so deceptive in their claims process that they lead customers down paths that they appear to claim are evident but both their staff and claims process does not follow.  Both of my claims, according to their responses here were invalid yet I was told both should/would be covered in messages and phone calls, was asked for weeks/months for countless documents to support my claim despite them clearly knowing we were forced to replace our system rather than wait for some lengthy pre-approval process (which is bonkers to start with, an emergency is not covered.  Isnt that what insurance is for?), and after jumping thru every hoop only was able to get even a semblance of reasonableness in resolution by filing a complaint here.

  I maintain this company should be fully investigated for their deceptive business practices as Im sure Im not the only customer who has experienced their bait and switch program. 

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

• Initial Complaint

  Date:01/09/2025

  Type:Sales and Advertising 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.

  January 9th approximately 3:30pm central time. I had ***** ******* ******** come to my home to follow up on an electrical issue I filed a claim on through Home warranty of America. Home warranty of America selected contacted and sent out this company to check to see what’s going on. Technician inspected my home reported back that the outlets are arching and loose. Stated it looked like it was due to age and they needed to be replaced. Home warranty rep that’s not a licensed electrician made an assumption since there were so many that are needing replace there had to be an outside soured that cause them to go bad. Technician restated there was no evidence of that happening that they are loose due to the arching. They all still work but need replaced due to being loose and arching. Per my contract this fall under normal wear and tear and should be covered. Home warranty has never inspected my home even prior to me getting a home warranty. The representative is not a licensed electrician and is not present at my home.

  Business Response

  Date: 01/10/2025

  
  
  Home Warranty of America (HWA) apologizes for any
  frustrations the customer may be experiencing regarding their electrical system
  claim (no.: **********
  
  On January 8, 2025, the customer placed a claim stating the outlets
  throughout the home were loose, some not working and one in the basement was
  making a crackling noise with smoke coming out. Additionally, that the upstairs
  living room outlet was discolored, and half were not working. Lastly, the porch outlet
  would not hold the plug and the same for the outlets in the kitchen, bedrooms
  and basement. HWA dispatched the claim to our vendor network and scheduled
  ******* ******** for 1/9/25.
  
  Based on the diagnosis received it was determined that several
  outlets and switches to the home failed due to a power surge and require
  further service. Please refer to section G(5) of the Service Contract, “This
  Agreement does not cover cosmetic defects or malfunction due to misuse, abuse,
  neglect, or physical damage, accidents, fire, freezing, water damage,
  electrical failure, or surge, or excessive or inadequate water pressure.”
  
  On 1/9/25, a claim determination letter was sent to the
  customer with the option to appeal and she did. As of today (1/10), A Case
  Manager has been assigned to the customer’s claim. The customer may contact her
  Case Manager directly to schedule a claims discussion via the calendly link
  that she received to address her appeal.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C. 

  Customer Answer

  Date: 01/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The home was never inspected at the time of purchase of the home warranty contract nor was it required to get a home warranty. Requesting a home inspection at this date would have no effect as there would be nothing to compare it to. Home warranty of America needs to provide the initial record of the home inspection they did before providing a home warranty or they only provided a home warranty to be in bad faith to scam me and others out of money since they refuse to cover items that have a mechanical defect as part of the agreement. 
  
  
  
  
  
  Regards,
  
  
  
  ****** ********

  Business Response

  Date: 01/17/2025

  
  
  HWA requested a copy of the customer’s home inspection
  report which per the Service Contract section G(18) we are permitted to request
  in the event the customer requests we review the claim denial. Although the
  customer stated that she did not have the home inspected. This information was
  requested in order to assist in reviewing the determination further. Without
  such, the determination will stand due to “power surge.”
  
  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,
  Michelle C.

• Initial Complaint

  Date:01/09/2025

  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.

  *** sent a technician to repair tankless hot water heater. Made incorrect diagnosis and we had to have the unit replaced with 48 hour of their visit. Their Tech did not do replacements which leads me to believe that is why they they did not recommend that. My local tech took one look at the unit and recommended replacement due to clogged condenser. *** could/would not get a tech out for over 5 days so we went with our tech to replace unit. *** will not pay for replacement

  Business Response

  Date: 01/10/2025

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 16543577). 

  Our records indicate that the customer placed their claim for service on November 21, 2024.  *** dispatched Certified Repairs of *********** with an appointment scheduled for November 26, however the customer requested the appointment date be rescheduled to December 5.  

  Upon inspection, the technician reported, "Found this filter clogged with debris. Cleaned out water trap at base of unit. Unit inside burner chamber needs to be cleaned, part of regular maintenance. Dirt probably got into the screen/ filter that was clogged." 

  Based upon this information, *** determined that the issue is non-covered as the failure was not the result of normal wear and tear.  Per section 7(D) of the User Agreement, "We are not responsible for the repair of any cosmetic defects or performance of routine maintenance." 

  Per section B(10) of the ******************************** 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."  

  The customer placed an appeal prompting assignment of a Case Manager, and it was explained that the claim will remain non-covered in accordance with the terms of the contract.  Further, the customer has reconfirmed the failure stating, "My local tech took one look at the unit and recommended replacement due to clogged condenser." 

  No further action will be taken. 

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

  Thank you,

  **** *.
  Consumer Advocate

• Initial Complaint

  Date:01/08/2025

  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.

  Cancelled the policy in August 2024, we supposed to receive a refund check within 30 days, but we never got it. I was promised to prorated refund at the signing, but they switch everything at the cancellation.We called to cancel service as we have not been able to get HWA (aka Choice Home Warranty) to cover any of our repairs. When we called to cancel, *** agent didnt prorate our service fee as promised. Instead of $944 that is owe, they are refunding $53. AND, that $53 was also never received. The agent states that according to the contract, we need to pay for every single repair that incurred in the past 22 months. This agent is telling me exact opposite of the sales agent. Now, if I do month to month, or year to year, *** pays for the repair, I choose to renew of not next time. If you paid 42 months, then, we will have you paid for everything you incurred in the past 22 months BUT we keep the remaining 20 months of fee and give you back $53. We have to pay service call fee of $100 just to find out *** does not cover this or that, EVERY SINGLE TIME HWA doesnt need to pay for the service call. And then the repair is never covered. Except one recent time, *** agreed to covered 40% of a HVAC repair that was $700 (I ended up paying over $1000). With the agents math, you owe me $244. ($944-$700) And then, out of nowhere, never heard of, they have $50 cancellation fee, which is also not mentioned to me on the phone when I sign the contract. I later checked the contract and found out it should be $30 instead of $50.True prorated refund as promised should be $944 - $30 cancellation fee.$914.

  Business Response

  Date: 01/09/2025

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding cancellation of service contract no. IL03-SA01911562. 

  Our records indicate that the customer terminated coverage on August 2, 2024, and they were refunded in the amount of $56.67 in accordance with the Cancellation clause of the User Agreement, "...if this Contract is cancelled after 30 days from the Coverage Period Start Date, You will be entitled to a pro rata refund of the Contract Fee You paid for the unexpired term, less any actual Service costs incurred by Us and an administrative fee of the lesser of $30 or 10% of the Contract Fee." 

  Please find the refund breakdown below: 

  Contract term: 10/25/2022 - 4/25/2026 (3-year term with 6 months free)
  Contract Price: $1,750.00 (plus tax of $115.94) 
  Service Costs: $577.41
  Monthly Pro-Rate: $1,069.42 ($48.61 x 22 months)
  Cancellation Fee: $50.00
  Total Refund: $53.15 (plus tax of $3.52) 

  Although, after further evaluation, *** has determined that the customer is entitled to an additional refund of $20 due to deducting a cancellation fee of $50 in lieu of $30.  Should the customer wish to accept the additional refund of $20, they may email *******************************************************************************.  All payments are subject to 30 days processing. 

  Thank you,

  **** *.
  Consumer Advocate