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:05/20/2023

  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'm a Home Warranty of America (HWA) customer - policy # *************** for a property I own at *********************************************************. My most recent renewal period is from 4/16/2023 - 6/16/2024 at a contract rate of $683.86. My tenant contacted me on Sunday, May 14 at 3:07 pm to let me know that the ** unit was not working. The unit would not blow any cold air and the thermostat was reading 80. I immediately contacted HWA to submit a claim to have the ** unit serviced. At 4:01 pm on Sunday, May 14, I received a confirmation email that the claim was made and instructions to await for an email with the name and contact information of the HV** technician that would be out to service the ** unit. It took 4 more days to finally receive a confirmation email that a technician was assigned and the appointment was on Friday, May 19. HWA had dispatched ********* ********************** ************* and *****************************). I met the service technician at my property at approximately 1:30 pm on Friday, May 19. The service technician stated that they tried to work with the warranty company and was unable to get them to move forward with the correct course of action. The owner, ***************************, told me that *** was refusing his professional diagnoses and recommendation to replace the system. My service agreement with HWA requires me to pay $100 for service calls so I wrote ********* a check for $100 and nothing was done to fix or repair the ** unit because HWA literally refused their professional recommendation and reassigned the claim to another technician. Despite me explaining to every HWA customer service rep that I've spoken to that this is completely unacceptable, unethical, unprofessional and intolerable, nothing has been done to resolve the issue. My tenant still does not have **. I feel as if this is a major breach of contract on the part of HWA.

  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.: 8602905).
  
  On May 14, 2023 the customer placed a claim stating the A/C was not working properly. Additionally, that it would turn on but not cool. HWA dispatched ********* Mechanical & Exteriors and they reported to the customers home on 5/19/23. Upon receipt of the technicians diagnosis HWA approved a leak test.Subsequently thereafter, *** requested photographs confirming the leak.However, on 5/19/23 the technician indicated THAT he was unable to provide the documentation requested. As a result, the claim was reassigned to Pass Heating & Cooling LLC.  
  
  Based on the diagnosis received from Pass Heating & Cooling LLC, *** authorized the technician to add 3lbs of R22 and a leak seal. Authorization was sent to the technician today, 5/25/23. The customer may contact the technician directly at to schedule a repair appointment. Consumer Advocate ******************** e-mailed the customer regarding the approved repairs.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:05/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I&#**;ve paid $66 per month for my house H31**303835363538**38H for over 3 years now. My air conditioner went out and 5/11/23 I reached out about the issue and they sent a technician. I had to pay $100 for the technician to come out for about 10 mins. He took pictures of the inside and outside of the unit and said that it was dirty and that was the reason it wasn&#**;t working. I called a different company for a second opinion and was told my AC wasn&#**;t as dirty as the first technician said, but there was a bad leak on the outside. I called customer service about this and was told they would send their technician out again, but I didn&#**;t want the same person to come. I called another technician and he followed up with *** to let them know it would $1700 to fix the problem. However he didn&#**;t send the cost break down, so *** said they would only pay $400 for the repair work. I then requested they send their technician out to fix it, and they told me they wouldn&#**;t send another technician because they already put an order in to pay $400.

  Business Response

  Date: 05/24/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 8485224). 

  On May 7, 2023, the customer placed a claim for the air conditioning stating that it is not cooling properly. *** dispatched Perkos Unlimited to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the indoor evaporator coil is frozen due to lack of maintenance.  

  HWA issued the claim determination stating, "It has been determined that the air conditioner is in need of a routine maintenance cleaning service. Please refer to your terms and conditions section Limits of number 11; we are not responsible or liable for normal or routine maintenance. You are responsible for performing normal and routine maintenance and cleaning pursuant to the manufacturers specifications." 

  The customer appealed claim outcome and provided HWA with a proof of maintenance invoice from their technician for further claim evaluation. Based upon the invoice, the system was properly maintained and therefore the technician was recalled to further inspect the unit, however they requested to be removed from the work order.  

  On May 16, the customer opted to utilize the Claim Reimbursement Process, which allows the customer to use a technician of their choosing to submit the diagnosis for claim evaluation.

  On May 17, *** received the technician's diagnosis which indicated a failure to the service valve with a total cost of repair in the amount of $1,776.  HWA requested the technician provide a pricing breakdown in order to complete claim evaluation to which the technician indicated, "We use flat rate pricing, no separate labor/material charges." 

  As such, HWA approved repair at Our rates in the amount of $425 as the customer's technician refused to provide an itemized breakdown for the cost of repair.

  Should the customer wish to provide the requested itemized pricing breakdown, HWA will evaluate for additional reimbursement accordingly.  The customer may provide this information 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:05/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a claim for a water heater issue and the company sent a tech out and I paid a service fee of $100 then tech then would not respond to calls/texts from either me or the home warranty company so my claim was re-assigned and I was told I wouldnt have to pay a second service fee. They couldnt find a new tech on their own so I had to find my own and then facilitate between the two companies. I was told I would then have to take a 2nd service fee out of the money I would have to pay to complete the job. They company also will not replace the tank because it is at its lifespan they want to just try to fix the leaking part even though the tech stated in the documentation that the water heater is at its lifespan and needs completely replaced.

  Business Response

  Date: 05/19/2023

  **********************,
  
  Home Warranty of America (HWA)apologizes for any frustrations the customer may be experiencing regarding their water heater claim (no.: 8363073).
  
  On April 27, 2023 the customer placed a claim stating water was dripping from the side pipe. *** dispatched ****** Enterprise and they reported to the customers home on 5/5/23. Upon receipt of their diagnosis HWA requested additional information as photographs were needed to confirm his findings. However, the photographs he submitted did not confirm the leak. On 5/11/23 the customer indicated that the technician was unresponsive.As a result, *** placed the claim back in our vendor network to be reassigned.Although, on 5/12/23 the customer opted to use her own technician and submit for reimbursement. A form was then sent to the customer with instructions on how to move forward to ensure proper claim reimbursement.
  
  1. Reimbursement is only available for covered repairs.
  2. You are required to get authorization from HWA before commencement of any repairs.
  3. For heating and air conditioning claims photos will be requested. To avoid any delay in processing your claim, please ensure your Service Provider takes pictures of the name plate and the inside and outside unit.
  4. Your technician MUST submit a complete diagnosis online at www.hwaclaims.com. This department is only open during normal business hours.Failure to obtain authorization before repairs commence will cause a forfeit of your right to receive reimbursement from HWA.
  5. Your Service Fee will be deducted from the total reimbursement amount.
  6. Please allow 30 days to receive your check.
  
  Upon receipt of the technicians diagnosis, it was determined that the thermal expansion tank failed and in need of replacement. Please be advised that thermal expansion tanks are not included in coverage under the user agreement. Per section Home Owner (1), We list examples of components not covered; to assist Your understanding of this Contract. The examples of not covered; components are not exhaustive. The system/item is not covered under your contract.
  
  A claim determination letter was sent to the customer with the option to appeal and she did. On 5/16/23 the customer spoke with a Case Manager and it was explained that the failed expansion tank is not covered under her user agreement. The customers technician then reached out to HWA and indicated that their diagnosis was incorrect as the expansion tank was failing but it was not the main issue. He stated that the T&P was failing which was causing the pan to fill with water. *** then requested pricing from the technician to repair the failed part. Upon receipt of his pricing the customer was authorized for reimbursement in the amount of $219.00.However, the customer did not agree as she wanted her unit replaced. Per section Limits of Liability (9), We have the sole right to determine whether any Covered Item will be repaired or replaced.
  
  Therefore, as the failed part is the T&P there are no further funds to authorize at this time. Funds are mailed in the form of a check and subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 05/19/2023

  
  Complaint: 20074682
  
  I am rejecting this response because:
  
  Per the customer service agent who reassigned my claim I would not be responsible to pay a second service fee. I should be reimbursed the full amount of $319
  
  Regards,
  
  ****************

  Business Response

  Date: 05/23/2023

  **********************,
  
  As the customer opted to use her own technician and submit for claim reimbursement, *** was unable to credit the service call fee as we did not reassign to one of our technicians. Per section **************** (3), You must pay the Trade Call Fee for each Service Request in advance of any Services being scheduled. The Trade Call Fee applies to each Service Request dispatched and scheduled, including but not limited to those Service Requests wherein coverage is deemed excluded or denied under Your Contract. Additionally, the reimbursement form states, Your Service Fee will be deducted from the total reimbursement amount. Therefore, there is no service call fee to refund the customer.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:05/16/2023

  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 purchased my home in 2017 and had a home inspection. Air conditioner doing great. Well when the problems started the only people who serviced my unit was people they sent. They told ******* of *********** the claim was denied.this has been going on for 3 weeks. They tell me they are going to fix it TOMORROW! 3 weeks later of tomorrows I get a letter stating I need to pay them around $700. If we want our unit fixed. Im 70 a disabled Veteran on a fixed income with a heart condition on oxygen and its so bad we are vomiting from the heat with more tomorrows and no help as it gets hotter.Heathers number is ************. She works with *********** and can explain it all if there is help available. Thank You

  Business Response

  Date: 05/19/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 8386629).
  
  Based on the diagnosis received from *********** the customer was approved for a Condenser. *** is supplying the Condenser and covering the technicians labor. There are non-covered charges due to the technician in the amount of $950.00 for any modifications or upgrades. Per section Exclusions (4)of the user agreement, We are not responsible for providing upgrades,components, parts or equipment required due to the incompatibility of the existing equipment with the replacement system, appliance or component/part,including but not limited to SEER standard, R-410A and/or 7.7 HSPF or higher compliant, as well as any other efficiency required by federal, state, or local governments.
  
  However, on 5/16/23 the customer declined the non-covered charges.Therefore, equipment has not been purchased for repairs.
  
  As an alternate resolution, HWA will offer the customer our costs for repairs in the amount of $844.00 upon receipt of an itemized paid invoice. This constitutes the cost for the compressor 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 from the date of acceptance.

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

• Initial Complaint

  Date:05/16/2023

  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.

  Called claim into HWA for a microwave repair week of 5/1. Claim # *******. HWA scheduled someone to come out. The technician charged the $100 service fee and requested that we can only pay cash which was a little strange but no huge deal. The claim was then rejected by HWA for repair. This is not the large issue. I was going to go back through the same company that *** sent to my home to repair and see if they could use the $100 I already gave towards the price but that company does not actually exist. The number that *** sent for that company is not a working line. You cannot reach them. Multiple HWA employee tried as well and verified it is not a number that anyone uses. I tried calling the number from which the employee called from before visiting. It was a personal cell #. I tried to get company info from him but he was unaware of any visit he made. He said he could not confirm that he came to our home and that there was no number in which to contact the company. My complaint is the vendor type in which *** chose to send to my home, which does not appear to be a real vendor. No one at HWA can even confirm vendor info. I contacted *** in an attempt to get more info and request my $100 back that I paid a strange person in cash. My complaint wasn't even that the claim was denied but the fact that the vendor they sent cannot even be verified or contacted. *** appeals rep said it was not big deal that the vendor could not be contacted or verified. That is not HWA issue according to employee. She stated that *** does not even guarantee you will even get a call back from HWA itself for that matter. This is now a matter of fraud in my opinion that a supposed vendor that cannot be verified was sent to our our home. Theie webpage stated trusted vendors. This is not trusted

  Business Response

  Date: 05/19/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their microwave claim (no.: 8411163).
  
  Based on the diagnosis received from *********** Services LLC it was determined that the door latch and grille assembly were broken and need to be replaced. Conditions or failures caused by physical damage are not the result of normal wear and tear. Per section Limits of Liability (6) of the user agreement, We are not responsible for consequential or secondary damages.This includes, but is not limited to, repair of conditions caused by any of the following: chemical or sedimentary build up, insect infestation, mold, mildew or bacterial manifestations, misuse or abuse, theft or vandalism, failure to clean or maintain as specified by the equipment manufacturer, missing parts,structural changes, fire, freezing, electrical failure or surge, water damage,intentional acts, riot, lightning, mud, earthquake, soil movement or settlement, storms, accidents, pest damage, Force Majeure events (as defined below), failure due to excessive water pressure, or any other perils not considered loss or damage due to normal wear and tear.
  
  A claim determination letter was sent to the customer with the option to appeal and she did. On 5/15/23 the customer spoke with a Case Manager and requested a refund of the service call fee paid. *** advised the customer that we could not honor her request as our technician completed the job and submitted his diagnosis. Per section **************** (3) of the user agreement, You must pay the Trade Call Fee for each Service Request in advance of any Services being scheduled. The Trade Call Fee applies to each Service Request dispatched and scheduled, including but not limited to those Service Requests wherein coverage is deemed excluded or denied under Your Contract.The customer then indicated that she could not reach our technician. The Case Manager contacted the technician during their call to no avail and left a voice message for call back. CHW then advised the customer that as she paid our technician to diagnose her appliance, we could not refund the service call fee.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************
  

  Customer Answer

  Date: 05/19/2023

  
  Complaint: 20059734
  
  I am rejecting this response because: this does not address the issue that was indicated in initial complaint.  The issue is that no one can contact the vendor that was sent to our home.  HWA cannot contact them.  Response above states they contacted during call which is not true in any way.  They tried twice as a company and realized that they cannot contact.  *** obviously does not care that they send vendors into a customer's home that are not truly verified as their website says which is outright fraud.  There is no one at HWA that can refute this.  Sending me the T&Cs of a part does not change any truth behind the original complaint.  It is a way to hide behind a lie they tell.  They can say that part is not covered, which by the way this is the first time we are hearing that this is physical damage.  There is not physical damage there.  The original person that visited, who cannot be reached any longer by the way, was here for 3 minutes and did nothing but see that the door did not close.  He mentioned no damage.  This seems to be more fraudulent behavior from ****  Crazy thing is I was not even going to ask for refund of payment due to claim being denied in the beginning.  I only asked once I realized there was no way to contact the vendor to have them come back out to repair at my expense.  Once that happened and I realized fraudulent behavior on the part of HWA, I asked for my money back.  I would really like a response to the actual complaint if possible and not hiding behind anything.  I would like HWA to speak as to why they send vendors into a home that cannot be verified, even by them.  Is rejecting a claim and saving that additional $49 it would have cost to correct the item worth risking harm to customers which is what is being done when you cannot verify anyone.  In an environment where treating customers with respect is important, I guess it does not apply to the home warranty world.  At elast not with HWA.  We will take our two home plans to another company  
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 05/23/2023

  **********************,
  
  We apologize that the customer is still dissatisfied. However,Prompt **** Services reported to the customers home as scheduled and reported his findings to ***. As the claim was denied, there were no further appointments scheduled for the technician to return to the customers home. We understand that the customer cannot get a hold of the technician after the fact. However,*** does not have any control over whether or not the technician responds to a customer after a claim has been completed.
  
  Per section Limits of Liability (15) of the user agreement, You understand and agree that We are not a contractor. We will not be the Authorized Repair Technician and We will not perform the Services under this Contract. We engage third-party, independent contractors to service homes under the Contract. We will subcontract with Authorized Repair Technicians that meet Our standards. You understand and agree that We: (i) are not liable for the negligence, omissions, or other conduct of the Authorized Repair Technician;and (ii) are not an insurer of the Authorized Repair Technicians performance.
  
  *** requests this matter be closed.
  
  Thank you,
  
  ******************** 

  Customer Answer

  Date: 05/24/2023

  
  Complaint: 20059734
  
  I am rejecting this response because: *** still is not responding to the complaint.  NO ONE can contact this so-called technician.  *** cannot contact this technician. They cannot speak to that although they should be able to because their website says prescreened technicians.  If a technician cannot be contacted even by ***, that is not prescreened or reliable.  Even their employees could not reach because the # is not real.  There is no way to leave messages as this person stated in first response.  Please try it for yourself if you read this again. I am beyond the money as I see from responses that HWA leadership has no true desire to answer honestly.  The fraudulent thing they do is send someone who cannot be verified to homes.  This potentially puts females at real risk given the person is not truly verified.  Instead of wasting energy by hiding behind ***&C, you should take that energy and go to your leadership and say this is not right.  ***&C will not protect a company when they send potential danger into a customer home 
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 06/15/2023

  **********************,
  
  The customers claim was denied as the technician reported that the latch and grill assembly were broken. Therefore, requiring replacement. However, the current user agreement does not cover failures as a result of consequential or secondary damages (Limits of Liability 6). The customer had the opportunity to file an appeal, and after speaking with the Case Manager the claim determination remained as non-covered. As a result, the claim was closed and the technician was removed from the work order.  
  
  There is no further action that *** 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, he needs to follow the procedure for Resolution of Disputes outlined in his contract.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:05/15/2023

  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 submitted a claim with *** for my refrigerator. *** assigned a local business (****** Construction) and set an appointment. Technician did not show or contacted us to let us know if he was going to keep appointment. Claim email from *** states contractor name & phone information. Called HWA to let them know that contractor did not show. They told me that sometimes contractor can run hours behind. *** said all I could do is to keep calling technician and/or wait until they respond. I called contractor several times but voicemail was full. Texted him to no avail. ****** Construction then rescheduled appointment which didn't work for ** and again tried to change appointment through HWA and all they could tell me is that I needed to get ahold of contractor via phone provided. Contactor never answered calls and *** left it on my court to try to change appointment. I requested to change contractor they said they couldn't. That they had to wait and see if contractor was going to go by. We made arrangements to be there for appointment and technician showed up. I received information from HWA on what needed to be replaced along with a May 11th appointment. Same thing happened we made arrangements to be there and technician was a no show. Could not get a hold of him and *** again said all I could do is wait. Called HWA to request a change of contractor since the one the provided is horrible. All they said they could do is send another request to the same contractor to reschedule appointment. I requested another contractor and they said they would have to open another claim and I would have to pay the $75 fee again. *** does not do anything for the customer. It is so difficult to speak to a supervisor. And 10 times out of 10 they will not care about what the curlstomer has to deal with. And they do not follow up on their claims. Worst customer service team! *** is a nightmare!!

  Business Response

  Date: 05/16/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 8105682). 

  Our records indicate that CHW partially approved the claim for replacement of the thermostat and corresponded with the customer stating, "It has been determined that the thermostat has failed and was approved for replacement. Additionally, the water inlet valve is defective. Water and ice dispensers and their respective equipment, water lines and valve to ice maker are not covered under the user agreement." 

  Our records indicate that the technician has ordered the replacement parts and is awaiting receipt of the parts from their supplier.  

  The technician will complete the repair upon receipt of the replacement parts accordingly. 

  Sincerely,
  
  ************
  Consumer Advocate

   

   

  Customer Answer

  Date: 05/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/11/2023

  Type:Delivery 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 03/21/2023, I filed a claim on Policy #IL03-SA01890270 because my refrigerator stopped working. The claim was confirmed by *** and issued claim #*******. On 03/23/2023, a ***** technician was sent to our residence to assess and repair. Technician advised parts would need to be located and ordered. Service appointment scheduled for 04/05/2023. On 04/04/2023, 2 of 3 ordered parts arrived. On 04/05/2023, I was notified by ***** that remaining part had been back ordered and to notify them when it arrived at my location so they could come repair refrigerator. On 04/20/2023, I contacted HWA to see if there might be another resolution as we had been a month without a refrigerator. *** advised they were sending inquiry to ***** and they would have 72 hours to respond with status of repair. On 04/27/2023, I contacted *** again regarding this situation. *** advised they had sent another inquiry to ***** and they had 72 hours to reply with status of repair. On 05/04/2023, I contacted ***** to see if I could find out why they had not responded. ***** informed me that the service order had been closed on 04/11/2023 because the needed part was no longer available. ***** informed me that they had notified HWA of this on 04/11/2023. On 05/05/2023, my wife contacted *** with this information. HWA representative was not helpful and all but called my wife a liar. At this point, she requested to speak with a supervisor. She was advised that one would contact us within 72 hours. On Sunday 05/07/2023 at 11:36AM, I received a voicemail while in Church advising me that this was their attempt at contacting me. It was obvious from the background noise that this was just a call center supervisor and not someone who is vested with decision making capabilities. On 05/10/2023, my wife again contacted *** and was advised that we would be contacted immediately by HWA supervisor and that confirmation of their conversation would be emailed to me immediately. No contact yet.

  Business Response

  Date: 05/16/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 7842309).
  
  Consumer Advocate ******************** e-mailed the customer 5/15/23 and requested a copy of the refrigerator's data tag for further claim evaluation. Upon receipt of the requested information HWA offered the customer cash back in lieu of replacement in the amount of $736.00. However, the customer declined the offer. Per 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.
  
  Nevertheless, due to the customers dissatisfaction HWA will offer an increase in the amount of $986.00. The customer may e-mail Consumer Advocate ******************** at ********************************************* regarding the proposed resolution. Funds are mailed in the form of a check and subject to 30 days processing from the date of acceptance.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************
  

  Customer Answer

  Date: 05/17/2023

  
  Complaint: 20048552
  
  I am rejecting this response because:
  
  The proposed $986.00 offer does not adequately cover "Parts and replacements of similar or equivalent quality and efficiency to the item being replaced."  The business knows this to be fact, but understandably focuses on the bottom line instead of a fair & amicable resolution.
  
  Regards,
  
  *************************
  

  Business Response

  Date: 05/19/2023

  *********,
  
  We apologize that the customer is still dissatisfied.However, in the customers initial complaint he requested replacement. *** has offered cash back in lieu of replacement in the amount of $736.00 which the customer declined. The customer was offered an increase in the amount of $986.00, which he has also declined. Please be advised that replacement is based on our available wholesale costs with a major appliance manufacturer,which at time may be less than retail. Additionally, we match for similar features, capacity and efficiency. We do not match for dimensions, brand, or,color.
  
  Per 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.
  
  Nevertheless, HWA will extend a final offer in the amount of $1,199.00 towards replacement. The customer may e-mail Consumer Advocate ******************** at ********************************************* regarding the proposed resolution. Funds are mailed in the form of a check and subject to 30 days processing from the date of acceptance.
  
  HWA requests this matter be closed.
  
  Thank YOU,
  
  ********************

  Customer Answer

  Date: 05/24/2023

  
  Complaint: 20048552
  
  I am rejecting this response because: 

  ********,

   

  I appreciate your assistance in this matter, but, I cannot accept that offer.  I expected an initial lowball offer, but that amount is considerably lower than expected.  Please note that we have been without a refrigerator for two (2) months.  We are past the desperate stage, and the length of time taken to get to this point has done nothing but strengthen our resolve to settle for nothing less than replacement value ($2,199.00).  I know that it is customary to volley offers and declinations back & forth until both parties agree, and we are more than willing to do that. Just please understand that we are absolutely resolute in our commitment to attain some level of satisfaction from this process by any means available.  Again, I am so very thankful for your prompt and courteous attention to this matter once it came to your attention.  

   

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

  Business Response

  Date: 05/24/2023

   

  ****************,

   

  I have requested payment in the amount of $1,236.00. Funds will be mailed via check to *************************************************************************.

  Please allow up to 30 days for processing.

   

  Best,

   

  ******************************* | Consumer Advocate | Choice Home Warranty

  Customer Answer

  Date: 05/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim to investigate my water heater that had reduced capacity with Home Warranty of America (HWA) on 04/17/23. They sent out a 3rd party contractor that arrived, and noted 3 non leaking issues with my system. He then shook my system using physical force, and said he'd file a claim. The next day, my water heater, and its shut off valve were leaking profusely. I attempted to call the 3rd party company, but no one picks up, so I called HWA. *** told me even in this emergency situation (I was clearing ******************* of water each day) they are not obliged to help me, so I hired an emergency plumber to resolve the issue. *** reached a decision on May 4, 2023, 11:41?PM (over 2 weeks) that they would replace the water heater. I called again and explained what occurred and requested reimbursement as I believe their tech instigated a problem for me, and they refused.

  Business Response

  Date: 05/19/2023

  Dear **********************
  
  Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding the water heater claim (no.: *******).
  
  On April 17, 2023, the customer placed a claim stating that there was no hot water. *** dispatched New Links Drain Cleaning, LLC to the customer's home to submit the diagnosis. Upon inspection, *** requested the technician provide photos of the leak to complete claim evaluation.  In lieu of providing photos of the water heater, the technician provided a photo of the expansion tank which did not confirm the water heater was leaking. As per section 15 of the Limits of Liability, "You understand and agree that We: (i) are not liable for the negligence, omissions,or other conduct of the Authorized Repair Technician..."
  
  On May 2, *** approved replacement of the water heater and advised the customer of non-covered charges in the amount of $300 to account for modifications necessitated by replacement of the unit. 
  
  Flute Pipe Modifcations: $300.00
  
  As per section 4 under the *** Exclusions, "We are not responsible for providing upgrades, components, parts or equipment required due to the incompatibility of the existing equipment with the replacement system, appliance or component/part, including but not limited to SEER standard,R-410A and/or 7.7 HSPF or higher compliant, as well as any other efficiency required by federal, state, or local governments."
  
  On May 10, the customer contacted *** and requested reimbursement for replacement of the water heater they completed with their own technician. It was explained to the customer that *** will not provide reimbursement for repairs completed without prior authorization. As per section 2 under ***************** "We have the sole right to select the Authorized Repair Technician to perform the Service. We will not reimburse for any services performed without Our prior approval."
  
  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer reimbursement in the amount of $781.00 upon receipt of an itemized paid invoice. This amount represents ***'s authorized cost for replacement of the water heater and labor. Should the customer wish to accept,they may e-mail Consumer Advocate ******************** at ********************************************* regarding the proposed resolution.  
  
  While we regret to hear of the customers frustrations,*** has abided by the policy terms and conditions and requests this matter be closed.
  
  Sincerely,
  
  ********************

• Initial Complaint

  Date:05/08/2023

  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.

  2023:5/1: we noticed water heater was not working. filed a claim with *** at 630am CT. 5/2: claim picked up by Smart Housing Sys DBA Emergency Plumbing at 12pm CT 5/3 Smart Housing Sys DBA Emergency Plumbing came to inspect hot water heater. they advised that it needs to be REPLACED because if they try to REPAIR the system, it will leak and they will be called to replace it anyways. they submitted the claim to HWA to have the system REPLACED. 5/4: *** reassigns the claim to find a new contractor because Smart Housing Sys DBA Emergency Plumbing supposedly refused to do the work. we called Smart Housing Sys DBA Emergency Plumbing and they advised that they WANT to replace the system but that *** is telling them it needs to be repaired first. 5/5: claim gets picked up by *** ***************** we spoke to ****** at HWA (extension ****) and she said she would call ** back at 3pm ET on 5/5 (never called). she said if she didnt get a chance to call on 5/5, she would call on 5/6 (never called). 5/8 appointment with *** **************** is set for 11am- 3pm window. by 5pm they have not shown up to the house yet. claim is still pending as of 5/8 and we've not had hot water for 1 week. we have a 9mo old baby who has had to go to the park district to shower. i have video recordings of the calls with *** but i cannot upload them to this complaint.

  Business Response

  Date: 05/12/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations and delays the customer may have experienced regarding the water heater claim (claim no. 8388042). 

  Our most recent records indicate that *** has approved replacement of the water heater and advised the customer of non-covered charges in the amount of $300 to account for modifications and/or upgrades necessitated by replacement, which they have accepted.  

  As such, HWA placed the order for the replacement equipment on May 11. The technician will schedule installation with the customer upon receipt of the replacement unit accordingly. 

  HWA requests this matter be closed. 

  Sincerely,

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

  Customer Answer

  Date: 05/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:05/08/2023

  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 purchased a Warranty policy with HWA June 2014. I paid all the monthly premiums and trade fees associated with the services calls. Never had any trouble until ******* when my dishwasher could not be repaired due to age of appliance. I was given the choice of replacing or receiving funds in lieu of replacement. I chose the funs in lieu option so I could upgrade my appliance. I received an email 12.29.22 verifying they would send me a ****** e-gift card in the amount of $ ****** in lieu of replacement which I never received. I contacted the **************** phone# and was advised that they did send the e-card and would not send a replacement or verify who received it instead of me. I am very disappointed with this company. I cancelled the warranty in February 2023 when we moved. I will NOT be using them for our new home.This is the disclaimer from their website:HWA reserves the right to offer cash back in lieu of repair or replacement in the amount of HWA's actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance. In the event that HWA makes such payment, HWA will provide written notification of the basis for the amount of the payment.

  Business Response

  Date: 05/10/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dishwasher claim (no.: 6693306).
  
  Based on the diagnosis received from *********************** the customer was offered cash back in lieu of replacement in the amount of $246.00.Per section Limits of Liability (9) of the user agreement, 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.
  
  The customer accepted the offer on 12/29/22. However, on 1/13/23 the customer cancelled her policy (no.: **************** as she sold the property.
  
  As the customer terminated coverage prior to HWA e-mailing the Lowes E-gift card, replacement was voided. Nevertheless, *** will issue replacement to the customer in the amount of $246.00. Funds will be mailed in the form of a check to *********************************************. Please be advised that payment is subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ******************** 

  Customer Answer

  Date: 05/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************