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:05/04/2023

  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.

  October 1, 2022: Purchased home warranty policy from HOME WARRANTY OF AMERICA (***). Suggested by ******/******** REALTY. Policy coverage was full replacement of an irreparable appliance. January 13, 2023: No heat in my home.January 14, 2023: Followed the *** policy procedures for initiating request for service. *** requires service be provided by their authorized service vendor. Contacted 24 hr **************** three times during the day. Recording stated "Call back during business hours." In addition, I initiated an online request for service. January 16, 2023: *** assigned an authorized vendor who then cancelled without notice. Another vendor (AIR EXPRESS) was scheduled but not for another 3 days. January 17, 2023: Fifth day without heat source. I asked *** what was a reasonable time to expect a customer to go without heat waiting for an *** authorized vendor to respond? As an elderly, vulnerable adult with medical issues, during a ********* winter it was necessary to move forward to install a working heat source. January 18, 2023: Uncertain as to reliability of service and delays of ***, I contacted my own vendor, *******************. ****** diagnosed, declared heat unit irreparable, ordered a new unit to be installed. January 19, 2023: AIR EXPRESS technician arrived and verified the same diagnosis as DEANS. I requested a written summary of the technicians findings but never received.February 20, 2023: ******* REIMBURSEMENT POLICY, my vendor, (*****), submitted to *** : diagnosis of failure, pricing breakdown, parts/labor charges, modifications/upgrades needed, cause of failure and paid invoice Total: $16,226.42 March 28, 2023: Received payment of $1.127.00 This has been an extremely stressful, financially debilitating, and physically exhausting time. I feel duped by a company I was led to believe was sound. After reading the *** reviews, it appears I am not alone in my disappointment.Sincerely,MB *****

  Business Response

  Date: 05/10/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 6970881). 

  On January 13, 2023, the customer placed a claim for the heating system stating that the furnace is not working. *** assigned the claim to ************ Services; however, the technician was unable to keep the appointment and the claim was returned to dispatch for vendor reassignment.  

  In lieu of awaiting vendor assignment, HWA offered the customer the option of the Claim Reimbursement Process which allows the customer to use a technician of their choosing to submit the diagnosis for claim evaluation, which they accepted. 

  Upon accepting this option, the customer was provided with the following instructions to ensure proper reimbursement: 

  1. Reimbursement is only available for covered repairs.
  2. You are required to get authorization from HWA before commencement of any repairs.
  3. For heating and air conditioning claims photos will be requested. To avoid any delay in
  processing your claim, please ensure your Service Provider takes pictures of the name plate
  and the inside and outside unit
  4. Your technician MUST submit a complete diagnosis online at www.hwaclaims.com.
  This department is only open during normal business hours. Failure to obtain authorization
  before repairs commence will cause a forfeit of your right to receive reimbursement from HWA.
  5. Your Service Fee will be deducted from the total reimbursement amount.
  6. Please allow 30 days to receive your check. 

  Upon receipt of the technician's diagnosis, *** requested the technician provide the unit model and serial numbers. The technician provided the model number and indicated that the serial number is not available on the unit.  As such, HWA requested they provide a photo of the data tag in order to complete claim evaluation as the model number provided was invalid.  

  On March 6, the customer provided HWA with confirmation that the unit was already replaced. As per section 2 under ***************** "We will not reimburse for any services performed without Our prior approval." 

  As a goodwill gesture, *** provided reimbursement to the customer in the amount of $1,127, which represents ***'s cost for replacement of the heat strip in the amount of $827, which was the failed component, in addition to ***'s cost of labor in the amount of $300.  

  Our records indicate that the check in the amount of $1,127 was mailed to the customer on March 28, under check no. *****, and the check cleared on April 28, 2023. 

  No additional funds will be honored.  

  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:05/04/2023

  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 have a home warranty plan with Home Warranty of America. I placed a claim last month because my GE Profile Microwave Oven / Convection Oven is not working . Their technician came out and stated the above unit had to be replaced because they couldnt repair it.HWA sent me an email indicating they are going to send me a Lowes gift card in the amount of $191.00 for replacement. This is absolutely unacceptable. The cost of a new unit is approximately $2,500.00. I called to speak with someone regarding this claim and l have been unsuccessful getting the Claims Manager on the line. She has not responded to my email or calls. I was told today that the matter would be escalated to a team of Claim Managers and someone would get back to me. Again, unacceptable! Its almost a month and this matter has not been resolved. I am seeking replacement of my GE Profile Microwave/ Convection Oven with Advantium Technology.

  Business Response

  Date: 05/10/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the microwave claim (claim no. 8232207). 

  On April 19, 2023, the customer placed a claim for the microwave stating that it will not turn on. HWA dispatched CMT Appliance to the customer's home to submit the diagnosis. Upon inspection, HWA approved replacement with a buyout of $191. 

  As per sections 9 and14 of the Limits of Liability, "We reserve the right to offer cash back in lieu of repair or replacement (replacement of similar features, capacity and efficiency but not for matching brand, color, or dimensions) in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item." 

  The customer appealed the buyout offer and it was explained that *** does not account for brand, color or dimensions. The Case Manager increased the buyout amount to $403, however the customer declined the offer.  

  With respect to the customer's request for replacement, as per the policy limitation set forth, HWA reserves the right to offer cash back in lieu of replacement and therefore HWA will not provide the customer with a replacement unit. 

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

  Sincerely,

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

• Initial Complaint

  Date:05/04/2023

  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.

  HWA Home Warranty of America has closed my case just ************************************************************************* touch with them. Due to this they are claiming that I now need to spend $75 more to open a new case. This is outrageous. Along with this, they sent out an individual who was unlicensed, not insured, and not bonded to inspect an in wall leak issue. The individual did not open the wall to confirm the issue and went off of my suspicion. With this information *** stated they would not cover my claim. I later had the same individual referred to me by them come out to open the wall and do a proper inspection then patch up the work post inspection. This should have been covered under my plan with HWA, but was not. At this point this company seems to only deal in taking their customers money with no benefit to the customers.

  Business Response

  Date: 05/10/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their plumbing system claim (no.: 6605997).
  
  Based on the diagnosis received from Any Odd Jobs it was determined that the shower door was leaking and needed to be replaced.Per section Standard Coverage of the user agreement, *** is not responsible for hose bibs, fixtures, cartridges, bathtubs and showers or their associated faucet or drain mechanisms, sinks, toilet lids and seats, cabling or grouting.
  
  A claim determination letter was sent to the customer with the option to appeal and he did. On 1/10/23 the customer spoke with a Case Manager.It was explained to the customer that the technician reported the shower door was leaking which was not covered under his user agreement. The customer stated that he understood the denial but wanted ** to repair his drywall. The customer was advised that he would need to open a new claim as it was a separate trade.Additionally, that another service call fee would be due. 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. However, the customer did not agree. As a result, the claim was closed.
  
  *** did not hear from the customer regarding this matter again until 4/7/23 wherein he stated that he was still having issues. The customer was advised as it was passed 30 days a new claim was needed. On 4/11/23 the customer contacted *** back and indicated he wanted everything covered and requested to be reimbursed. However, *** did not approve any costs as this was a denied claim. Per section **************** (2), We will not reimburse for any services performed without Our prior approval. Therefore, there is no reimbursement due to the customer at this time.
  
  With respect to the customer's statement our technician was unlicensed,information regarding the technician's up-to-date licensing can be acquired by contacting the technician directly.  Please note HWA requires all technician's to be licensed and insured. However, it is the technician's obligation to keep their license active and inform *** if any lapses occur. 
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************
  

• Initial Complaint

  Date:05/04/2023

  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.

  A few weeks prior to April 12, 2023 I contacted HWA due to my dishwasher not turning on. They called and sent a technician on April 12 a day earlier instead of the scheduled day on April 13. The tech came and inspected the the unit, and told me that the unit would need to be replaced. I paid the service fee, however it wasn't until April 15th after texting the tech that they finally submitted the diagnosis to HWA in which they declined the replacement stating:"It has been determined that the user interface board, main board, and door switch failed due to misuse and requires replacement. This is not a failure that occurs under normal wear and tear conditions."When we called to appeal the claim and asked what type of items counted under misuse or what led to the conclusion of misuse, and if they could give ** an example, they gave a very vague answer and simply stated that the technicians report indicated that it was misuse. When asked for a copy of the technician report, we were declined. Multiple calls to the technician also resulted in no answer. During the technician's visit, they did not mention anything about misuse or ask follow-up questions about the condition and its usage. Also after the technician's visit, when he took out the filter and commented on how dry it was, the dishwasher is now having draining issues which was working fine before.

  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.: 8073120).
  
  Based on the diagnosis received from ************** Specialist it was determined that the user interface board, main board, and door switch failed due to misuse. Therefore, they require replacement. This is not a failure that occurs under normal wear and tear conditions. 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 he did. On 4/21/23 the customer spoke with a Case Manager as he did not agree with the outcome of the claim. It was explained that the technician reported there was no power, the unit was not turning on, and was in poor condition. Additionally, that the user interface board, main board, and door switch failed due to misuse. *** advised the customer that the user agreement does not cover for misuse or abuse. Therefore, the claim determination would remain as non-covered based on our technicians findings.
  
  The customer stated in their complaint, Also after the technician's visit, when he took out the filter and commented on how dry it was, the dishwasher is now having draining issues which was working fine before. Per section Limits of Liability (15) of the user agreement, Authorized Repair Technician: 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.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ******************** 

• Initial Complaint

  Date:05/03/2023

  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.

  *** had ************* come and look at the claim, he stated he will make sure it gets replaced. The drain has stoppage issues and needs the line cleared or plumbing replaced(what the vendor wanted) now *** doesn't want to fix the issue I've paid faithfully now when we have a major issue they run. The plumbing is backing up into the home and we need help.

  Business Response

  Date: 05/10/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing stoppage claim (claim no. 8177466). 

  On April 14, 2023, the customer placed a claim for a plumbing stoppage stating that the sewer line is clogged.  HWA dispatched ************* *** to the customer's home to submit the diagnosis. Upon inspection, the technician reported no mechanical failure. 

  As the customer was not in agreement with claim outcome, *** requested the technician return to the customer's home to further inspection.  

  On May 3, the technician provided a claim update stating that there is a main line stoppage that cannot be cleared and requires access with a camera.  

  HWA issued the claim determination stating, "It has been determined that there is a main line stoppage that is not able to be cleared by cabling or jetting through an accessible ground level clean out. Please refer to your terms and conditions section Standard C; HWA is not responsible for stoppages and clogs that cannot be cleared by cable or hydro jetting, or that can only be cleared through roof vent, access to drain or sewer lines from vent or removal of water closets and/or toilets, costs to locate, access or install ground level clean out." 

  The customer appealed claim outcome and it was explained that HWA is not liable to provide coverage for stoppages that cannot be cleared by cabling and therefore the claim will remain non-covered accordingly.  

  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: 05/10/2023

  
  Complaint: 20016448
  
  I am rejecting this response because:
  
  I spoke to three plumbing companies *********************************, ******************* and Zoom Drain all stated that it's a stoppage and a whole line doesn't need to be replaced. The contractor ************* stated to replace because it's easier and better, and stated he will make sure it gets approved. I spoke to them and stated he just wants more money. But they won't talk to me. It's not policy when you have a greedy vendor and at the mercy of a vendor.
  
  Regards,
  
  ***************************

  Business Response

  Date: 05/15/2023

  **********************,
  
  We apologize that the customer is still dissatisfied. However,the customer spoke with *** today, 5/15/23 and indicated that her technician was able to clear her toilet by snaking it. Additionally, that they had to pull the toilet to gain access. The customer was advised that *** does not cover costs to gain access. Per section Standard Coverage, We are not responsible for costs to access any covered item that is concrete encased or otherwise inaccessible. Therefore, the claim determination will remain as non-covered.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************  

  Customer Answer

  Date: 05/16/2023

  
  Complaint: 20016448
  
  I am rejecting this response because:
  the company didn't express that at initial, they didn't address the technician they hired lied and was dishonest and they were only gonna compensate me 100 for all the trouble.  The plumbing has two ways in my home and they started main water line as the denial since the toilet had to come off; they stated they pay 100ft of snaking at first then changed the story multiple times. They were better before *** was brought out by Choice Home. I will never be satisfied because they lied and so did there vendor as well. They only fixed the story after the last few calls and showing my invoice I paid out of pocket two 59 diagnostic fees and 558 to unclog the toilet.  So I will be canceling my plan because I don't see thr point of them anymore. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 05/19/2023

  *********,
  
  We apologize that the customer is still dissatisfied. *** is pleased to offer the customer reimbursement in the amount of $225.00 towards the repairs she completed without HWA approval as resolution to her complaint.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:05/03/2023

  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 have a home warranty with Home Warranty of America (HWA) for approximately 6 years now, I haven't had a claim in years. On April 19, 2023, my refrigerator went out, so I filed a claim with our home warranty company. On April 21, 2023, a repair technician arrived, I paid the $100.00 service fee and the appointment ended with the technician telling me the refrigerator cannot be repaired due to having an electrical short in the wiring. On April 22nd, I had not heard from HWA, so I called to inquire what the status was. *** told me they had not received any diagnostic information from the technician's company. On April 24th, I called the repair company to inquire if they sent the diagnostic report. The repair company put me on a three-way call with them and HWA. This call confirmed *** did receive the diagnostic report. *** then scheduled another technician to come on April 26th then the technician cancelled. I called the technician to find out why he cancelled, it was due to HWA not paying him for his services. This same day, I called HWA again, they told me they were going to schedule a different technician as they need a second opinion. No one had called **, so I called HWA on May 1st, they basically told me the same thing. As of today, May 3rd, we still have not heard anything and it's been 14 days since our refrigerator went out. We are submitting this complaint with you as we do not know what to do or where to go from here.

  Business Response

  Date: 05/08/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 8248515). 

  Our most recent records indicate that *** has approved replacement with a buyout of $986. 

  As per sections 9 and 14 of the Limits of Liability, "We reserve the right to offer cash back in lieu of repair or replacement (replacement of similar features, capacity, and efficiency but not for matching brand, color, or dimensions) in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item." 

  The customer has the option of accepting the buyout and ****** eGift card will be issued within 30 days or the customer can decline the buyout offer via the email correspondence and a Case Manager will be assigned for appeal handing. 

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

   

  Customer Answer

  Date: 05/11/2023

  [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:04/21/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying a premium for Home Warranty of America (HWA) for over 6 years. My washing machine stopped working on 1/14/23 and I filed a claim. *** sent a technician to assess and repair the washing machine. I had to pay an additional $100 service fee. The technician never returned. They sent another technician in late February. This technician did not repair the washing machine either. They sent another technician in April to try to repair the machine. This technician never showed to the the scheduled appointment. Three out of three technicians never repaired the washing machine and *** refuses to cover a total replacement and keeps choosing to send more unlicensed technicians. As of 4/21/23 I have had no compensation for the washing machine, nor has it been in working condition. They continue to charge me monthly for a service that is not being fulfilled per our contract.

  Business Response

  Date: 04/26/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their washer claim (no.: 6977055).
  
  Our most recent records indicate that on 4/24/23 the customer spoke with Case Manager ************************ offered the customer cash back in lieu of replacement in the amount of $863.00 and she accepted.Funds will be mailed to the customer in the form of a check. Please allow up to 30 days for processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 05/05/2023

  
  Complaint: 19968653
  
  I am rejecting this response because I should not have to wait 30 days to receive a check to replace my washing machine. While I agree with the amount, *** waited since January to replace this machine. I would like to replace my machine as soon as possible and this company is delaying my ability to get a new washing machine. 
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 05/15/2023

  Dear **********************: 

  *** is sorry to hear of the customer's continued frustrations, however *** is unable to expedite the check as all payments are subject to 30 days processing.  

  If the customer has not received the check by May 25, they may contact Consumer Advocate, ********************, at *********************************************. 

  HWA requests this matter be closed. 

  Sincerely,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/03/2023 filed a claim with Home Warranty Of America for a problem with our heater. We were told to find our own technician and submit a reimbursement claim. We submitted the technicians diagnosis and were given the approval to proceed. We then submitted the invoice from the technician to Home Warranty of American. We were told it would take 30 days to receive the check. On 4/20/23 More than 45 days later we still have not received the reimbursement check and were told by Home Warranty of America that we would have to pay them $30 to reissue the check. I asked to speak to a supervisor, I was told a supervisor would call me. Never received a phone call back so I called again on 4/21/23 and was told the same thing that I would have to pay $30 to get my reimbursement check and a supervisor would call me back. When I asked to have the policy canceled as of 05/01/23 I was told that if I cancelled the policy they would not send a reimbursement check at all and that I would forfeit it. I would like the company to send me the reimbursement check for $1425 that they approved 3/03/23 immediately and cancel my policy as of 05/01/2023 and send a refund immediately for the remainder of the policy.

  Business Response

  Date: 04/24/2023

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

  Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 7603566). 

  Our records indicate that on March 3, 2023, CHW approved reimbursement in the amount of $1,425 and requested the customer provide a paid repair invoice in order to process the reimbursement payment accordingly. 

  On March 7, the customer provided *** with a repair invoice, however the invoice showed a balance due and therefore payment was not processed. 

  Thereafter, the customer contacted *** requesting status of payment and they were advised in error that the check was mailed and to have the check reissued, there would be a $30 stop payment fee.  However, payment was never mailed to the customer and therefore a stop payment is not required.  

  Our most recent records indicate that the customer provided a copy of the check issued to their technician as proof of payment. As such, *** has authorized reimbursement in the amount of $1,425. At this time, payment is currently processing, which can take up to 30 days. *** is unable to expedite payment.  

  With respect to cancellation, *** cannot pre-date cancellation. Should the customer wish to proceed with policy cancellation on May 1, they may contact the undersigned at *******************************************.   Please note that payment will be issued regardless of policy status.   

  Lastly, with respect to the customer's request for a refund for the remainder of the policy, upon request for policy cancellation, the customer is not entitled to a refund.

  As per the *** Cancellation clause, "if this Contract is cancelled after 30 days from the Coverage Period Start Date, You will be entitled to a pro rata refund of the Contract Fee You paid for the unexpired term, less any actual Service costs incurred by Us and an administrative fee of the lesser of $30 or 10% of the Contract Fee." 

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

   

   

• Initial Complaint

  Date:04/20/2023

  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.

  Home warranty of america decided I needed a refrigerator replacement and offered me 986. I have a ******* French door 28 cubic ft dual ice maker and water in the door stainless steel appliance. They had originally entered in different specs to come up with the 986. When I complained and told them they adjusted the amount to **** which I still thought was low but would have agreed to. However, with the adjusted amount I could only get a Lowes gift card. I already purchased a replacement because my family of 5 could not live weeks without a refrigerator. So I did not need the gift card and just wanted the corrected amount in a check. I lost food 2 times in 30 days due to the issue. This process of entering the wrong refrigerator in and thinking they don't have to pay it out in a check is unethical, cheating the paying customer, and completely wrong. I just want accurate replacement cost returned to me in check form. Is that too much to ask?

  Business Response

  Date: 04/21/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 7629381).
  
  We also apologize that the customer does not agree with the method of payment. HWA will honor the customers request and issue replacement for $1,199.00 in the form of a check. Please allow up to 30 days for processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************  

  Customer Answer

  Date: 04/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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:04/19/2023

  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.

  I filed claim Claim #******* on 4/3 when my AC failed to cool the house. We are going on 3 weeks without a tech coming to fix the broken AC. One tech was assigned with zero notice when I was on vacation and I worked with the tech to reschedule, then *** takes the ticket from the tech and still has not reassigned. Three weeks without having a technician arrive is unacceptable when paying 700+$ a year for this service. Send a technician to fix the issue, or send me the money to get a new AC unit.

  Business Response

  Date: 04/21/2023

  Dear **********************: 

  Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 8019057). 

  On April 3, 2023, the customer placed a claim for the air conditioning stating that the system is running but not blowing cold air.

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

  *** assigned Comfort Control Heating and Cooling to the claim with an appointment scheduled for April 14, however the customer requested the appointment be rescheduled as they were on vacation.  

  The technician rescheduled the appointment for April 17; however, they were unable to keep the appointment due to scheduling conflicts. 

  Comfort Control Heating and Cooling rescheduled the appointment for today, April 21. 

  However, our most recent records indicate that the customer corresponded with the *** requesting the work order be cancelled as the air conditioning resumed working.   

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

  Sincerely,

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