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:05/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We submitted a claim to get our AC unit fixed through our Home Warranty Plan on 4/28/23, and as of today 5/31/23, we have not received a resolution to our issue. We have been getting the run around with Home Warranty and the technician that was sent out and nothing has been resolved. Home Warranty continues to provide ** with no resolution after multiple calls and text messages to the technician who is from *****************. Per Technician she has submitted all paperwork and states Home Warranty is not responding to the issue. I was told that I need a new unit from the technician and continue to get no answers only that it's being reviewed.

  Business Response

  Date: 06/09/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 8487744). 

  Our records indicate that the claim was assigned to *************** to the submit the diagnosis for claim evaluation. Upon initial inspection, the technician reported a leak at the king ****** however the technician updated their findings indicating leaks at the condensing unit. 

  HWA requested the technician perform nitrogen leak test to confirm the location of the leak. Upon further inspection, the technician reported that the leak is at the ******** valve with additional leaks in the system.  *** requested the technician confirm the amount of refrigerant missing from the system and if leak seal will seal the leak, however the technician became unresponsive.  

  As per section 15 of the Limits of Liability, "You understand and agree that We: (i) are not liable for the negligence, omissions, or other conduct of the Authorized Repair Technician..." 

  As such, *** has reassigned the claim to ***************** Services, LLC with an appointment scheduled for today, June 9, between the hours of 11-3PM.  

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

  Sincerely,

  ************
  Consumer Advocate  

   

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The worst customer service EVER! My AC went out last week; I contacted a local company that provides excellent service; they came to my home and informed me that I would need a new unit. I filed a claim with my warranty company, HOME WARRANTY OF AMERICA. They said I will hear back from them in about ***** hours. It took three days to get a repair company assigned. The company they assigned is called All American HVAC - they followed up with me a day before arrival, commented that they might not have a ladder to bring, and never showed up. I called, texted, and emailed - nothing. I called back *** and explained what happened. They said they would try to reach the company and call me back - day 4, no callback. So, I called back today myself. The *** was fake-** sweet yet unhelpful. I asked to assign a different company and put a rush on it - it is 90 degrees, no air at home, and I have a child. She ignored my concerns and said the policy demanded to contact the same company. I asked for the supervisor, which she reluctant** transferred. Well, let me tell you, do those supervisors need some customer service training! She explained that it is a busy season and can take more than 48 hours to hear back. I said, I understand, but it's been 168 hours - she said they don't count it like that and I should look at my policy (which states it is up to 72 hours!!). When I asked to rush it as I am concerned for my child's wellbeing in this heat - she responded that the company is not in an emergency or wellbeing services. They do not prioritize the elder** or sick children. She even audited to tell me that all their obligations had been ful** fulfilled. Well, I will keep you all updated on how this will turn out - we will see how long it will take to get the call back this time. If you can find something better - DO NOT PURCHASE THIS WARRANTY. Not surprised *** on** has two stars on ****** -and they don't even bother responding to most of their customers - no surprise!

  Business Response

  Date: 06/06/2023

  **********************,
  
  Home Warranty of America (HWA)apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 8770752).
  
  On May 24, 2023, the customer placed a claim stating that the A/C was not cooling. *** assigned American ************************* and scheduled an appointment for 5/26/23. However, the customer informed *** that the technician missed the appointment. *** dispatched the claim back to our vendor network and assigned Opulence Heating & Construction and they reported to the customers home on 6/5/23.
  
  Based on the diagnosis received from the technician it was determined that there was no visible model or serial number on the **** condenser. Therefore, the technician was unable to confirm the correct part numbers for repair without proper model and serial information for the system. Per section Limitations of Liability (2) of the user agreement, We are not responsible for repair or replacement of a system or appliance lacking a visible Model or Serial Number.
  
  A claim determination letter was sent to the customer with the option to appeal. However, no appeal has been made to date.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ******************** 

  Customer Answer

  Date: 06/15/2023

  
  Complaint: 20121245
  
  Thank You, ********, for your delayed response. I am requesting BBB to keep this matter open and I am rejecting this response.  
  Yes, I placed the claim on May 24 but only had my unit inspected on June 5th - 11 days in 90-degree weather to have my claim denied on a technicality. 
  
  I know the answer you submitted is within the "say minimum and make it sound reasonable for the reader" response. I am very well aware of the limitations of the liability; however, your response to the BBB and the response I have received in denial of my claim states, "Based on the diagnosis received from the technician, it was determined that there was no visible model or serial number on the **** condenser. Therefore, the technician was unable to confirm the correct part numbers for repair without the proper model and serial information for the system". This is a lie, as the company was evident while submitting the claim that no parts need a replacement; the ** unit is in such a shape that the whole unit must be replaced immediately. Please submit the images of the unit in your response; I am allowing BBB to publish it. 

  
  In addition, I reached back out to the repair company confirming that the furnace, in fact, did have the serial number; they looked at the images they took, apologized for missing it, and resubmitted the claim for at least partial coverage. I have yet to learn how your process works, but rejecting it took *** less than 5 minutes. IMPORTANT: the repair company was accommodating enough to send me the screenshots of the rejection notice, yet *** failed even to inform me of the second attempt to file the claim by the repair company or additional reasons for rejection. 
  
  Acknowledging that the serial numbers have faded on the **, I request partial reimbursement for the unit's replacement. I have filed an appeal with the *** company. In addition, please share all the information submitted to you by the repair company. Please email it directly to my email on file. 
  
  Regards,
  
  Agne Cernauskaite ********

  Business Response

  Date: 06/22/2023

  **********************,
  
  The customer requested in her complaint, Please submit the images of the unit in your response; I am allowing BBB to publish itand In addition, please share all the information submitted to you by the repair company. However, *** is unable to honor the customers request to provide our proprietary information to her. Should she wish to obtain a copy of the diagnosis she will need to contact the technician directly to obtain such.
  
  Furthermore, the customer acknowledged that the serial numbers have faded. ************** also reported, No tags were on unit so we couldnt get serial number and/or model number. The current user agreement clearly states, We are not responsible for repair or replacement of a system or appliance lacking a visible Model or Serial Number (Limits of Liability 2). Therefore, the claim determination will remain as non-covered based on our technicians findings.  
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ******************** 

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/27/2023, I had called Home Warranty of America due to a problem where water from the toilet would rise up whenever the shower was in use, and facilities used in the in the restroom would cause flooding in the back. I had set up a claim to deal with the situation. The claim number was *******. When the claim was set, I was inform that a septic from a company called Integrate Water Solution, would come on 4/28/2023 from 11am-3pm. I had waited the time set for the septic to arrive, but no one had showed up. With this, I had called the company the same day, They had informed me that they do not pump out the water, so I had called the warranty which I was told to wait ***** hours for a new company. When the time passed, I had open another claim as plumbing, the claim number was *******. They had sent me a new company called *************************. When the plumber came, he was quick, efficient, and knowledgeable, he had informed me what the problem was. After they came, I had called my warranty. During the call I was informed that the company could not do the job due to the claim not being under the septic service, and because ************************* was considered a plumbing company. I was also informed that I had the chance to pick any company of my choosing. With this information, I had told them that I had wanted *************************, but they had denied my request due to the company being one of their contractors. When I had tried to switch over to the septic claim they had denied me. So, my warranty had assigned me a new company called *********************** handyman services, they had scheduled a septic to come out on 5/17/2023 , at 8am- 3pm. I was not available during that time so I had called my warranty again to inform them that I could not make it. They had told me that I had to manually reschedule through the company. So, it was rescheduled to 5/25/2023, A day before the date it was canceled. I have been still waiting for services, I asked for *******, but have been denied

  Business Response

  Date: 06/06/2023

  **********************,
  
  Home Warranty of America (HWA)apologizes for any frustrations the customer may be experiencing regarding their septic system and plumbing system claims (no.: *******; 8499393).
  
  Septic System (no.: *******)
  On April 27, 2023, the customer placed a claim stating that water was flooding in the back of the house. Additionally,the bathroom toilets, washing machine, and shower were flooding. Furthermore,that the toilets would not flush. *** dispatched the claim to our vendor network and assigned Integral Water Solutions with an appointment for 5/28/23. However,the customer advised *** that the technician missed the appointment. *** then placed the claim back in our vendor network but we experienced a delay in locating a technician.
  
  On 5/9/23, *** assigned ****************** and scheduled an appointment for 5/17/23. Although, on 5/15/23 the customer informed *** that she needed to reschedule the appointment to 5/25/23. *** advised the customer to contact the technician directly regarding rescheduling. However, on 5/16/23 the technician informed HWA that he was unable to service the customers area and requested we reassign the claim. The claim was placed back in our vendor network for reassignment but HWA experienced further delays locating a technician.
  
  Plumbing System (no.: 8499393)
  On 5/8/23 the customer placed a claim stating that there were issues with the washer and shower. Additionally, that the toilet would not flush. *** assigned ************************* and they reported to the customers home on 5/10/23. Upon receipt of the technicians diagnosis that the sump pump needed to be replaced,he was advised that he would need to resolve this issue on the septic system claim (no.: *******). The technician was advised that if he handles the septic system trade, he could manually assign himself to the claim through the available jobs list.
  
  On 6/2/23 the customer spoke with Consumer Advocate ******************** with the Office of the President and indicated the technician was having difficulty accepting the job. As an alternate resolution,*** offered the customer reimbursement up to $500.00 upon receipt of a paid invoice. The is the maximum system payout per the contract term. Per section Additional Coverage/Upgrade Options Septic System: We will pay no more than $500 in the aggregate during the coverage period. However, the customer requested *** assign ************************* to her septic system claim. Please accept our apology as we are unable to honor the customers request.
  
  Consumer Advocate ******************** e-mailed the customer today, 6/6/23 and re-extended the initial offer to reimburse the customer up to $500.00 upon receipt of a paid invoice.*** is pending a response from the customer at this time.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 06/29/2023

  
  

  I was informed to email you regarding my claim # ********. The Home Warranty of American finally sent the ************************* plumbing company to fix the septic. It was fixed on June 16,2023. 

  
  

  
  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:05/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Air Conditioning Claim covered by a home warranty.I have attempted 4 times for this to be corrected. The *** Contractor came and went from my home without repairing the Air Conditioning.Then *** claimed the A/C unit is not repairable, which is not true.I requested a 2nd opinion from another *** contractor and I have received no response.I do not agree with the diagnosis and the result of your decision.I spoke to the contractor office twice before they arrived, then I never heard from this contractor to explain to me what was going on.I provided the information to the contractor that the inside unit, the outside unit and the thermostat were all working but there was no cooling. The cooling stopped a day before the claim and the house got very hot, that is why I made the claim.The contractor issued by ***, ************** A/C LLC, has a 2.8 *********** rating, so I don't trust their opinion.Also, it is a lie, either by the contractor or ***, that the condition was pre-existing or not working prior to coverage, why would that be even imagined or made up? Seems like this is an angle to provide denial of the claim. I don't have a tool to measure, nor is it visual, for me to know, when or if there is a refrigerant leak, so that is untrue that it is denied on that basis. As a homeowner, I know that the Air Conditioning is cooling or not cooling.I also don't trust the determination by ***, as I googled what was stated by ***, which states the unit is non-repairable, this is not true:Google Result - "As most refrigerant leaks are found at the indoor coil, an evaporator coil can be replaced to fix a leak. By hiring a professionally licensed HVAC company to replace this coil for you, you can expect to spend anywhere between $1,200-2,000 depending on the brand as well as how much refrigerant will need to be replaced."******************************************************************************************************************************************************** I will only accept that their be a 2nd opinion at no service fee cost to me and I will also obtain my own opinion to have the facts by an independent contractor.I expect this be resolved before I have to spend money out of my pocket to get A/C window units.

  Business Response

  Date: 05/31/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 8716965). 

  On May 21, 2023, the customer placed a claim for the air conditioning stating that the unit is not cooling properly. HWA dispatched ******* & Sons A/C LLC to the customer's home to submit the diagnosis. Upon inspection, the technician reported a leak at the evaporator coil with 4 lbs. of refrigerant missing from the unit, and also indicated that the coils are heavily impacted with dirt and debris.  The technician also provided photos to HWA to confirm their findings. 

  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 evaporator is heavily impacted with debris and build up. The unit has also developed a refrigerant leak. The majority of refrigerant has evacuated the sealed system. The unit is non repairable. This failure has developed prior to the coverage becoming effective. Please refer to section Definition1 of your policy. Your policy has the following exclusion, this Contract provides coverage for unknown Breakdowns if the breakdown is not detectable through visual inspection or simple mechanical test, and the Covered Items are in proper working order on the Coverage Period Start Date." 

  The customer appealed claim outcome and has been provided with a Case Manager for appeal handling.  

  Nevertheless, based upon the technician's diagnostic report and photos, HWA stands on the determination as the failure and condition of the unit developed prior to term coverage which commenced on May 1, 2023.  Moreover, the cause of failure was due to lack of maintenance as evidenced by the technician's photos.  HWA only covers for failures due to normal wear and tear and therefore the claim will remain non-covered accordingly. 

  As per section 11 under the Limits of Liability, "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."

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

  Sincerely,

  ************
  Consumer Advocate 

   

  Customer Answer

  Date: 05/31/2023

  
  Complaint: 20116561
  
  I am rejecting this response because: I had an **** Contractor, Our Place, go out to give a 2nd opinion and there is no issue with the refrigerant. I have said this all along to *** and asked for a 2nd opinion, explaining to HWA that their contractor was ****, ******* & Sons.  *** additionally lied and said the unit was non-repairable. And of course, the lack of maintenance is another lie.

  The true diagnosis is the compressor needs to be replaced. The system is cooling, just not cooling enough.

  The HWA contractor lied as he didn't want to replace the compressor and just wanted to make his $100 and go home for the day but *** ignored my concern.

  I expect my $100 deductible back and reimbursement for the repair of the replacement of the compressor OR HWA can have another contractor give the 2nd opinion with a correct diagnosis. 

  Also, please note, Our Place, the **** contractor that gave me the true diagnosis, they were ***** contractor but found the same issue dealing with ***, that repairs were denied by ****

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

  Business Response

  Date: 06/21/2023

  Dear **********************:
  
  *** is sorry to hear of the customers continued frustrations.
  
  The customer has disputed the findings from ************** indicating that the failure was to the compressor, however the customer has not provided any supportive documentation to support their claim.
  
  Additionally, *** does not provide reimbursement for repairs completed without prior authorization.
  
  As per section 2 under ***************** We will not reimburse for any services performed without Our prior approval.
  
  Nevertheless, should the customer wish to provide a second opinion diagnosis with the cause of failure, including photos of the condensing unit and coils for further claim evaluation and potential reimbursement, they may provide same to the undersigned at *******************************************. 

  Sincerely,

  ************
  Consumer Advocate  

• Initial Complaint

  Date:05/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just found that after *** was acquired in early 2022, they began billing for a cancelled policy and are refusing a refund for the billing on a property I haven't owned since before that date in the amount of $867.32. The representative couldn't access records before that date when the cancellation was made (in 2020). Furthermore, the company hasn't provided an email or print bill in 3 years (which they're claiming the policy was in effect for) nor a notice that they increased the bill in July of 2022.

  Business Response

  Date: 05/31/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding policy cancellation (policy no. IL03-SA01807735). 

  The customer has been a policyholder since May 18, 2020.  Our records indicate that on July 2, 2022, HWA corresponded with the customer advising that their policy is set to expire and provided the customer with the autorenewal premium rate increase from $48.24 to $56.92, in addition to an increase in the service call fee from $75 to $100.

  As the customer did not record their preference to cancel the policy upon expiration, HWA renewed the policy at the prevailing rate accordingly. 

  As per sections 4 and 5 under Contract Time, Renewal and Payment, "Offers for future coverage is at Our sole discretion. You will be notified of rates and terms for continuation of coverage at least 30 days prior to the expiration of the initial Coverage Period End Date and any Renewal Term. If you elect to renew coverage for an additional one-year period following the expirations of the initial coverage period, you will be automatically renewed for additional one-year period thereafter unless you notify us by telephone at ************." 

  On May 28, 2023, the customer contacted *** stating that they sold the property in 2020 and requested to be refunded.  It was explained to the customer that *** has no record of the customer contacting us to request policy cancellation and/or transfer the policy to the new homeowners. In addition, *** corresponded with the customer in July of 2022 advising of policy expiration and autorenewal. As such, a refund is not due or owing to the customer.  

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

  Sincerely,

  ************
  Consumer Advocate 

   

  Customer Answer

  Date: 05/31/2023

  
  Complaint: 20116430
  
  I am rejecting this response because:
  
  *** claimed to have sent correspondence documenting a rate increase but it was not received.

  *** started billing after being acquired by Choice Home Warranty when there was no prior billing.

  *** openly admits to having no records of correspondence prior to February 2022, though the phone request to cancel the policy was made in August 2020.

  I maintained a home warranty with a different firm from August 2020 through present at a different address, and mistook the billing on my credit card for being the correct one, not catching the double billing until I just cancelled my other policy.

  *** made no attempts to update billing information or send any bills at all for that matter since they errantly started billing.
  
  Regards,
  
  *******************************

  Business Response

  Date: 06/22/2023

  Dear **********************:
  
  *** apologizes for the customers continued frustrations.
  
  *** contacted **** the administer of the customers policy prior to acquiring HWA, who confirmed that the customer has been a policyholder since July 18, 2019. *** has also confirmed that they have no record of the customer contacting them in 2020 to request policy cancellation. 
  
  Their records indicate that the customer was a policyholder since July 18, 2019. The customer was charged monthly for their premium in the amount of $41.24.  Payments were received from July 18, 2019, through June 18, 2020, at the prevailing rate.
  
  Their records also indicate the policy was renewed on July 18,2020, at a premium rate of $52.40 and the customer was charged monthly at the prevailing rate through June 18, 2021. 
  
  Thereafter, on July 18, 2021, the policy was renewed again at a rate of $48.24 and the customer was charged monthly at the prevailing rate through June 18, 2022. 
  
  As outlined in our initial response, *** corresponded with the customer regarding policy autorenewal on July 2, 2022.  As they did not record their preference to cancel the policy, the policy auto renewed at the prevailing rate of $56.92 accordingly. 
  
  As evidenced above, the customer did not cancel their policy with *** in ****************************************************************************** 2019. As such, the customer is not due or owing of a refund.
  
  No further action will be taken.
  
  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:05/25/2023

  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 denial of my claim on May 24th citing that electrical works are not covered under my policy, directly contradicts the terms outlined in the signed contract policy I have with Home Warranty of America. Section III and V of the contract clearly states that electrical works necessary for the proper functioning of the covered systems are eligible for coverage.

  Business Response

  Date: 06/02/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their electrical system claim (no.: 8725482).
  
  Based on the diagnosis received from Doctor ******** Electrical LLC it was determined that the wiring was undersized, overloaded and melted. Therefore, the wiring needs to be replaced. Per section Limitations and Exclusions (J) of the user agreement, We are not liable for repairs related to adequacy or capacity of appliances, components, and systems in the home;improper installation, design, or previous repair of appliances, components and systems; and problems or failures subject to a manufacturers recall.
  
  A claim determination letter was sent to the customer with the option to appeal and he did. On 5/25/23 the customer spoke with a Case Manager and it was explained to the customer that the undersized wires were a result of improper installation. Furthermore, that his policy does not cover failures due to improper installation. Therefore, the customer was advised that the claim determination would remain as non-covered.
  
  Please also be advised that the customers policy is currently past due in the amount of $46.25. The customer will need to make his account current in order to service any future claims.
  
  HWA requests this matter be closed.    
  
  Thank you,
  
  ******************** 

  Customer Answer

  Date: 06/13/2023

  
  Complaint: 20104598
  
  I am rejecting this response because:Although theres no mention of undersize or improper installation, theres electricity failure of any appliance is covered under the warranty and thats the problem I addressed to *** and they never responded to my response. Therefore, I wish to reopen this case. Until they respond in good faith as covered in most contract, I will continue my home insurance with them. But without a clear and good faith understanding then I will agree with their response. 
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:05/25/2023

  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 filled 2 claims (claim #******* and claim *******) for my water heater and my dryer at my residence on April 21st, 2022. BOTH of which are covered under my policy #*********. For over 4 WEEKS, I have NO HOT WATER in MY HOUSE, and I have NO DRYER. I have 3 MINORS living in my house am absolutely in disgusted by the treated from Home Warranty of America. NO ONE has showed up to my address to replaced this Hot Water Heater that is broken beyond repairs. I have spoken with 2 supervisors over the past 4 weeks and NOTHING has been DONE !!! Am being forwarded to a "repair it yourself and we will reimburse you IF YOU MEET OUR DOCUMENTATION process". I DIDN'T PURCHASE A PLAN TO BE A WORKER FOR *** !! I PURCHASED THIS PLAN WITH THE ASSURANCE, ISSUES COVERED UNDER MY PLAN WILL BE RESOLVED BY ***. I feel like I've BEEN SCAMMED by Home Warranty of America, and I need this matter resolved ASAP, if indeed this is a reputable organization they claim they ARE !! This is false advertisement by *** on MANY AMERICANS and this Business DEFINATELY need to be reviewed by the BBB !!!!

  Business Response

  Date: 05/31/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 8267976) and the dryer claim (claim no.  8267943). 

  Our records indicate that HWA authorized repair of the dryer on April 22, 2023, for replacement of the power control module and drive motor.  The technician will contact the customer to schedule repair completion upon receipt of the replacement parts accordingly.  

  With respect to the water heater, our records indicate that HWA dispatched A+ Boilers to the customer's home to submit the diagnosis on May 26.  At this time, HWA is awaiting receipt of the diagnosis from the technician in order to complete claim evaluation.  

  At this time, the customer should await correspondence from HWA advising of claim coverage.  

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

  Sincerely,

  ************
  Consumer Advocate 

   

• Initial Complaint

  Date:05/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with *** on 3/5/23 for my microwave, which was tripping a breaker. A technician came on 3/8/23, who determined the problem to be the door not sealing properly, so it would need to be replaced. He said he would order the part once HWA approved it. *** denied my claim (#*******) on 3/11/23, citing consequential or secondary damages. The broken part on my microwave does not count as consequential or secondary damages, as described in their own handbook, but discussions with my case manager could not resolve this discrepancy, and the case manager just ended up getting mad over the phone.I then tried to cancel my policy due to what I believed to be poor handling of my case and was told I could be compensated $150 for replacing the microwave. I confirmed twice that I would be receiving this to replace (not repair) the microwave and was told yes. They stated they would be sending the check within 30 days on 4/10/23.It is now 5/24/23 and I have not received the check. I called to confirm they sent it, and was told they approved the claim and should have sent it. Requesting to send again will cost me $30. I would like my check to be delivered, no extra charge, within the week, or I will be canceling my policy and getting a refund for over $1000 of remaining time on the policy instead.

  Business Response

  Date: 05/25/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the microwave claim (claim no. 7638663). 

  On March 5, 2023, the customer placed a claim for the microwave stating that it is tripping the breaker. HWA dispatched Green **** Appliance Repair to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the door is broken on the right corner which is causing the door switch to trip the breaker. The technician also reported that the cause of failure was due to physical damage.  

  HWA issued the claim determination stating, "It has been determined that the microwave door is broken and is not closing properly. This is causing the door switch to trip the breaker. The door must be replaced. Conditions or failures caused by physical damage are not normal wear and tear. Please refer to your terms and conditions section Limits of number 6; we are not responsible for consequential or secondary damages." 

  The customer appealed claim outcome and as a goodwill gesture, HWA offered the customer $150 towards the cost of replacement of the unit, which they accepted. *** authorized payment on April 10, 2023, however payment was not processed due to system error.  

  Our records indicate that the customer was advised that the check was mailed and would require a $30 stop payment in order to reissue the check, which is inaccurate information as the check was never mailed.  

  As such, HWA has re-processed payment to the customer in the amount of $150. All payments are subject to 30 days processing. 

  Sincerely,

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

  Customer Answer

  Date: 05/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However it should be noted that the contract still does not state any type physical damage equates to consequential damage, and customers should be aware that *** will not fix anything that has physically broken due to wear and tear. They will only repair internal machinery, such as motors or compressors. They also never updated my claim despite me telling them multiple times that the door of my microwave closes fine, the area just behind the door handle has cracked from use and that is tripping the breaker when I open the door.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a back up in our septic, we have waited 10 days for someone to come out. There is waste backed up into out tubs and toilets. Today they sent a plumber, the gentleman showed up with a plunger and no other tools. He took a few pictures and said he isn't sure the problem but insurance will not cover it. He never even tried to snake it. So I call back to the company and sadly we are waiting again. They said they have to see when someone can get back out. At this point this is really ridiculous and living with waste it toxis to our family there are 8 small children in here and we have no working bathrooms or showers.

  Business Response

  Date: 05/26/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing stoppage claim (claim no. 8481297).

  On May 6, 2023, the customer placed a claim for a plumbing stoppage stating that septic system is backing up into the toilet and bathtub. 

  On May 8, the customer contacted HWA requesting status of claim assignment and they were advised that the claim is still pending vendor assignment. In lieu of awaiting vendor assignment, the customer was offered the option of the Claim Reimbursement Process, which allows the customer to select a technician of their choosing to submit the diagnosis for claim evaluation, however the customer declined this option. 

  HWA dispatched 4 Brothers Mechanical LLC to the customer's home to submit the diagnosis. Upon inspection, *** approved the technician to snake/auger the line to clear the blockage.  

  Thereafter, on May 16, the customer contacted *** stating that the technician did not attempt to clear the blockage and that they have already contracted with their own technician to complete the repair at a cost of $650.  

  It was explained to the customer that HWA will not reimburse for repairs completed without prior authorization. As per section 2 under ***************** "We will not reimburse for any services performed without Our prior approval." 

  However, as a goodwill gesture, the customer was offered $200 towards the cost of repair, which they declined.  Should the customer wish to provide the diagnosis and paid invoice for further claim evaluation and potential additional reimbursement, they may provide same to the undersigned at *******************************************. 

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

  Sincerely,

  ************
  Consumer Advocate 

   

• Initial Complaint

  Date:05/22/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Policy #:IL03-SA01705825 Claim #:8543334 LOCATION:****************************************************** REPORTED:Air Conditioning I reported that my ac wasn't working on May 10,2022. MB Tech Heating and Cooling was assigned to our claim and an appointment was scheduled for Sunday May 14th, 2023. The technician came out and diagnosed the ac and stated there was maybe an issue with the motor or the condenser but wasn't sure. The technician came back on May 19th to try and fix the motor but it was not fitting. he was here for approximately 3 hours trying to get it to fit. Then the technician went back and forth with home warranty of America for 2 days stating that we were better off getting the ac replaced. That is when home warranty of America decided to reassign the case to another technician. We are now going on 3 weeks without ac and have a 4 year old child in the house. And instead of doing what's right and replacing the ac we now have to wait for another technician to come out. We want a replacement ac asap. We should not be having to go through this.

  Business Response

  Date: 05/25/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 8543334).
  
  On May 10, 2023 the customer placed a claim stating the A/C unit was not working. *** dispatched MB Tech Heating and Cooling and he reported to the customers home on 5/14/23. Upon receipt of his diagnosis HWA authorized the technician to replace the condenser fan motor. However, on 5/19/23 he advised *** that the motor was the correct size but he could not get it to fit. The technician then requested that *** obtain a second opinion. Per section Limits of Liability (16), Second Opinions. We reserve the right to require a second opinion, which We will obtain at Our own cost. The claim was then reassigned to AVA ******* LLC.
  
  Based on the diagnosis received from AVA ******* LLC, HWA authorized the technician to replace the condenser motor. A repair appointment is scheduled for May 29, 2023 between 11:00AM 3:00PM CST. Should the customer need to contact the technician directly he may be reached at **************.   
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************                                                                                                                                                                                                                                                                                                                                                                                                                                                                    

  Customer Answer

  Date: 05/25/2023

  
  Complaint: 20088864
  
  I am rejecting this response because:
  
  My ac has not been fixed in a timely matter and is still broken. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 06/22/2023

  **********************,
  
  We apologize for the delay. However,the technician has become unresponsive nor has he submitted any additional diagnosis for any additional parts. HWA can reassign the claim to a new technician should the customer prefer.
  
  As an alternate option, HWA would like to offer the customer our costs for repairs in the amount $327.50. This constitutes the cost for the fan motor and labor. Then the customer can use those funds to pay a technician of her choosing to complete the repairs. The customer may e-mail Consumer Advocate ******************** at ********************************************* regarding the proposed resolution. Funds are mailed in the form of a check and subject to 30 days processing.   
  
  Thank you,
  
  ********************