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:04/19/2023

  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.

  Filed claim on 4/4 -no power to ac/ furnace. Technician did not check out wiring. Thermostat would go on for a few minutes then off Now they want me to pay another $100 for a diff service tech. Not my fault the service tech from TaO- had no idea how to do his job. 15 days and I have no heat/ ac unacceptable that I should pay for the same ongoing issue. Terrible company

  Business Response

  Date: 04/21/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their electrical system claim (no.: 8034534).
  
  On April 4, 2023 the customer filed a claim and stated her thermostat would not turn on. *** assigned TAQ Services and they reported to the customers home on 4/6/23. Based on the diagnosis received from the technician there were no mechanical failures found. However, on 4/15/23 the customer stated that her A/C was still not working. *** then recalled TAQ Services. Per section **************** (5), ** Services provided under this Contract should fail, We will provide for the necessary repairs without an additional Trade Call Fee for a period of 30 days on parts and 30 days on labor from the date the Services were materially complete.
  
  On 4/18/23 the technician reported that there were no electrical issues found. Additionally, that the customer would need a different trade technician for HVAC. The customer disagreed and requested *** send out another technician to confirm TAQ Services did not do their job properly. 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.
  
  As the customer needs an HVAC technician a different trade is required and a new service call fee is due. 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.
  
  On 4/19/23 the customer filed an air conditioner claim indicating that she has no A/C or heat. *** assigned Royal Air Heating and Cooling.An appointment is scheduled for April 23, 2023 between 7:00AM 11:00AM CST. Notification of the appointment was e-mailed to the customer. Should the customer need to contact the technician directly he may be reached at **************.
  
  Thank you,
  
  ******************** 

  Customer Answer

  Date: 06/26/2023

  
  Complaint: 19956775
  
  I am rejecting this response because:

  I  stil have not received the pd invoice showing no mechanical issues with my hvac unit-,from ******** HVAC. I have asked for this for 12 days.- I should have been provided this when ***** was at my home- Ihe should not be pd by HWA until he completes the service call which includes a receipt to the customer . I do not understand the resistance to send it to me. I guess ******** isn't interested in customer reviews. I was very polite and pleasant to ***** from  *************, when he was in my home. ***** advised me  and my son that he drained a hose in my unit and corrected air for issues. However, he told *** that he did nothing to my unit.- and I should trust him that all is ok with my unit!  Furthermore,  I advised ***** that I needed to provide an inspection report to my **************** showing my unit had no problems.- and that if not provided by 619/23, I would be charged $25 for non compplainqnce- I have now been charged because no one is interested in sending me a pd invoice- how crazy does this sound?  I am preparing for another serious  surgery, in a week and the last thing I need is more stress from *** and ********.   If I do not provide this document by 6/28/23 I will be fined another $25 from the ******************** and as my case Mgr advised to me,( ********************* ) from HWA- this money should be reimbursed to me by ********... what a mess and why? Every experience with *** has been nothing but, miserable..- I hope others read the reviews beforing purchasing a policy with HWA .

   

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

  Business Response

  Date: 07/05/2023

  **********************,
  
  *** is unable to provide the customer with a paid invoice stating no mechanical failures, as there were no repairs made to the system. The customer is welcome to contact the technician directly to obtain a copy of his report as we cannot provide it to the customer as that is our proprietary information.
  
  Please also refer to our response issued on 5/25/23 wherein *** offered to refund the customer the service call fee she paid in the amount of $100.00 as resolution to her complaint and she accepted. The BBB then marked the complaint as resolved on 5/26/23. Please be advised that the check (no.: *****) was also mailed to the customer on 5/30/23.
  
  This matter should be closed.  
  
  Thank you,
  
  ******************** 

  Customer Answer

  Date: 07/07/2023

  
  Complaint: 19956775
  
  I am rejecting this response because:

  Hello- would  please send this to Home Warranty of America- and my bb claim I have active with them.? 

  I had *********************(HWA - vendor) here finally on Saturday7/1/23 to fix my ac- working intermittently.  ***** from ******** told me that the issue was my thermostat and I needed to change the batteries. I took ***** "s advise and my. Ac unit IS STILL working intermittently- so changing my thermostat batteries, did not fix my ac issues. I am having major surgery,  tomorrow  and don't need this hassle. I will hire my own HVAC technician,  and go from there. I will handle the expenses of MY technician,  and I will handle dealing with *** once I have a competent technician look at my unit.- please notate for my records that ******** did not fix my Ac unit...and it is not my thermostat batteries.

  Finally, I have never dealt with a ***** customer service agent or Supervisor, ever.. I trained in the incoming call **** for Citibank, for years and have never heard a rep speak to a customer the way ********************, spoke to me.- I do not want ******************* to contact me.- her attitude is terrible and she is not here to help customers. The agent, from the ***********, who called me regarding my ac claim, could not have been nicer! Unfortunately,  I had no way to reach that agent, even though she said a phone rep could transfer my calls to her, anytime. Maybe it's time for someone to train your employees.

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

  Business Response

  Date: 07/11/2023

  **********************,
  
  As for the technician the customer is referring to ********,this technician was not assigned to the customers claim. Additionally, the customer has not provided any information to support her position. Furthermore, this complaint is in regards to her electrical system claim, which was resolved via the BBB.
  
  Please refer to our response issued on 5/25/23 wherein HWA offered to refund the customer the service call fee she paid in the amount of $100.00 as resolution to her complaint for the electrical system claim and she accepted. The BBB then marked the complaint as resolved on 5/26/23. Please be advised that the check (no.: *****) was also mailed to the customer on 5/30/23 and cashed on 6/9/23.
  
  THIs matter should be closed.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:04/19/2023

  Type:Product 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.

  My home warranty with this company is expiring on 4/21/23. I have paid the cost with one-time, annual payments. I do not want to renew as I was very unsatisfied with their service. They have spammed me with up to 3 phone calls and texts a day asking me to renew and now they are sending me emails that say to "make things convenient" they are going to put me on monthly auto renewal. The first time I got the email I went on the website and opted out of auto-renewal. I got confirmation that it was cancelled. About a week later I got a SECOND email saying they were going to put me on auto-renewal. I called on the phone and spoke to someone in the resolution department, and he supposedly cancelled auto-renewal (again). I got confirmation that it was cancelled. Today, I got a THIRD email saying they were going to put me on auto-renewal. I called again and again was told it was cancelled. I NEVER asked or authorized them to put me on monthly auto renewal, and now every time I try to opt out, I get yet another message saying they are putting me on auto renewal. This company should not be allowed to keep trying to put me on auto-renewal, especially when I have already opted out of it. I am really fed up with trying to deal with them, not to mention concerned that they will go ahead and charge my credit card for a monthly payment even though I have explicitly told them three times I do not want their services any longer.

  Business Response

  Date: 04/21/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding policy cancellation and renewal (policy no. IL03-SA01444384). 

  On April 6, 2023, HWA corresponded with the customer advising that the policy will expire on April 21, 2023, and also provided the customer with their auto-renewal rate of $53.32.  

  As per sections 4 and 5 under Contract Time, Renewal and Payment, "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 expiration of the initial coverage period, you will be automatically renewed for additional one-year periods thereafter unless you notify us by telephone. We notify you at least thirty (30) days prior to the expiration of the applicable renewal term that your contract will not be renewed." 

  Our records indicate that the customer provided their preference to cancel the policy renewal on April 13 and April 19.   As such, the customer's policy will not be renewed based upon their preference. Additionally, *** has not processed payment for the policy renewal.  

  Lastly, we have sent an expedited request to our ******************** to place the customer's information on our do not call/do not email list. 

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

  Sincerely,

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

   

   

  Customer Answer

  Date: 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.   The companys response does not state why I continued to be emailed about automatically being placed on monthly renewal even after I opted out.  I do not believe they should have continued to tell my they were automatically renewing me like they did. I also have received 3 calls just today about renewing this policy, despite having asked not to be called multiple times in the past month. But as long as I  am not charged and they stop contacting me, I will consider the matter resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:04/19/2023

  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.

  Filed a claim via HWA about an AC unit not working, they assigned a contractor. I attempted to contact the contractor to get a certificate of insurance required by my condo association prior to work being done. The company assigned does not exist from what i can tell - it does not come up in any ****** searches (AVA ****************** Services), and the phone number provided is not a valid phone number - calling the number resulted in a generic phone company message about the number not being in service *************). HWA cannot be trusted to use vetted technicians for fulfilling their contracted services. I called to get a new technician, and will see if the new company they assign is actually a valid company, and emphasized that the company needed to be licensed, bonded and insured. I also requested that they stop assigning repair work to companies that don't actually exist, and was told that wasn't something they could do. All I can assume is that the whole thing is a scam.

  Business Response

  Date: 04/21/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 8195595). 

  On ***** 17, 2023, the customer placed a claim for the air conditioning stating that the unit is not blowing cold air and that there could be an issue with the thermostat. 

  *** assigned *** Warranty Services, LLC to the claim with an appointment scheduled for ***** 26. 

  On ***** 18, the customer contacted *** stating that they were unable to find the provider on the internet and would prefer a new technician be assigned.   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. 

  Our most recent records indicate that *** has reassigned the claim to ASAP HVAC with an appointment scheduled for Wednesday, ***** 26, between the hours of 11-3PM.  

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

  Sincerely,

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

   

  Customer Answer

  Date: 04/26/2023

  
  Complaint: 19949568
  
  I am rejecting this response because:
  

  I have been trying to contact this new technician since it was reassigned - the voicemail is a personal voicemail and goes unanswered. I googled the business and it lists a completely different number. I left a message at that number also. I also emailed using the email contact information given letting the company know that I need a certificate of insurance prior to them performing service. The technician still has not contacted me. Until *** is able to assign a technician that is actually able to be reached using the contact information that was provided, and to provide the service under the rules that are required (being insured, having certificate of insurance) then the company is not fulfilling its end of the contract to provide timely service under warrantied appliances. 
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 04/28/2023

  Dear **********************: 

  *** is sorry to hear of the customer's continued frustrations. 

  Our records indicate that the claim was assigned to ASAP HVAC, however the technician was unable to keep the appointment due to scheduling conflicts and the claim was returned to dispatch for vendor reassignment. 

  As per sections 1 and 15 of the Limits of Liability, "We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs. You understand and agree that We: (i) are not liable for the negligence, omissions, or other conduct of the Authorized Repair Technician..." 

  Nevertheless, as a per the customer's request, *** has provided the customer with 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.  

  The instructions have been provided to the customer accordingly.  Please note, *** will not reimburse for repairs completed without prior authorization and therefore a diagnosis is required first to determine claim coverage based upon the policy terms and conditions accordingly.  

  As per section 3 under ***************** "We will not reimburse for any services performed without Our prior approval." 

  Should the customer have any questions regarding the reimbursement process, they may contact HWA directly or they may contact the undersigned at *******************************************. 

  Sincerely, 

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

  Customer Answer

  Date: 05/03/2023

  
  Complaint: 19949568
  
  I am rejecting this response because:
  
  Their technician never called in response to my voice mails, never replied to email, never showed up. This is the first I have heard that there was any actual "cancellation". I tried to reach the technician to get a Certificate of Insurance - which is required due to the ** unit being in the common area (roof) of the building and no reply. I called *** and they attempted to contact the technician as well with a note to CALL ME, and the technician didn't answer for them, and never did reply. And the communication i received was that I had missed the appointment, not that the vendor cancelled. This delay is entirely at fault of ***, and nothing to do with me.

  I have since called my own technician out - who was able to provide a certificate of insurance immediately and was able to inspect the system the next day - so there is ZERO excuse why their vendors couldn't even be bothered to contact me - and i have submitted for reimbursement. HOWEVER the conduct of *** has been absolutely deplorable. They do not vet the technicians or have any checks and balances in place to verify that the technicians they are deploying have maintained their licenses or certifications. They have a process in place that requires multiple visits - and service call fees - due to the approval process. All  of the reviews below mirror my own experience - incapable of getting actual technicians out. This whole scam is a fraud.

  HWA have stated that it is up to the vendor, not them, to keep their own licenses and insurance up to date - which is true, it is on that person to keep it updated. However as HWA also has a responsibility to VERIFY that information is accurate on a regular basis, and has failed in this most basic requirement. As HWA does not by default allow anyone to choose their OWN technicians, it is on HWA to make absolutely sure the vendors being deployed meet a minimum standard of being license, bonded and insured in the location the repairs are taking place.  Tracking licensing and insurance expiration dates to ensure it is being maintained, verifying that basic things like CONT**T INFORMATION is accurate and up to date is a minimum. In addition, they should not be assigning vendors that they themselves cannot reach. Due to the fact that they tried to blame ME for the missed appointment, I can only assume the vendor didn't actually contact them either. 

  I will be requesting a cancellation and refund of this policy as they are not providing the services that were included in the purchase price of the policy and have not met the basic duties of actually assigning a vendor capable and able to do the job and it was literally a 5 minute fix. This should have been handled WEEKS ago. All delays are in fact due to ***'s neglectful business practices and this business should frankly be shut down.

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

  Business Response

  Date: 05/08/2023

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

  *** apologizes for the service delays.  With respect to the technician's licensure and insurance, please note *** 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.   

  The customer chose to utilize the Claim Reimbursement Process in order to utilize a technician of their choosing to submit the diagnosis for claim evaluation.  However, to date, the customer has not provided same. 

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

  With respect to cancellation, the customer is not entitled to a full refund of the paid policy premium upon request for policy cancellation.

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

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer a full refund of the paid policy premium in the amount of $595 upon request for policy cancellation.  Should the customer wish to accept, they may contact the undersigned at *******************************************.

  Sincerely,

  ************
  Consumer Advocate 

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Home Warranty sent contractor to resolve a furnace HVAC issue the unit was smelling like burning. *** sent a contractor to repair and quote. The contractor sent report to get authorization to repair and replace blower and blower wheel mounting and it was denied by *** . *** insinuated it was not a natural wear and tear and then they stated they were denying coverage because that is not considered a covered item due to the part not being a piece of the motor/mechanical part of the unit. Letters and several calls were made, and case manager confirmed, blower and blower mount not being a covered item.

  Business Response

  Date: 04/18/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 7844664). 

  On March 21, 2023, the customer placed a claim for the heating system stating that the furnace is not working and there is a burning smell. HWA dispatched ********* Heat & Air to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the blower mount broke which caused the blower to fall causing burning and smoke.  

  HWA issued the claim determination stating, "It has been determined that the air conditioning system is not functioning properly due to a faulty indoor blower motor and blower wheel. The wheel was found to be broken, causing improper operation and resulting in an internal failure of the motor. A indoor blower wheel cannot become broken under normal wear and tear conditions. 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 it was explained that the blower wheel cannot break under normal wear and tear. In addition, as per the policy limitations, *** is not liable for consequential damages. As a goodwill gesture, *** offered to authorize $100 towards the cost of repair, which they declined.  No additional funds will be honored. 

  Should the customer wish to accept the goodwill offer of $100, they may contact the undersigned at *******************************************.  

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

• Initial Complaint

  Date:04/17/2023

  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. I filed a claim on 3/23/23 for a leaking water heater. A plumber came on 3/25/23 and reported his findings saying it needed to be replaced. I received an email from *** stating the water heater was covered on 3/25/23. On 3/28 I had not heard anything from either the plumber or hwa. I called hwa and they said I had an additional $400 in modifications that were not covered. Two representatives told me different information but I ultimately agreed to the additional cost. Recieved email that water heater was ready for pickup. ******* said he went to get it and it was not there and it was backordered. I continued to call hwa and was told on 4/12/23 that the claim was dispatched to a Vendor network and to give them ***** hours but should receive an email by end of day on Saturday 4/15/23 as to who the new plumber would be or what my options would be. I did not recieve any email.I called first thing monday morning 4/17/23 and was given the same information which was then posted on my customer portal and to give them up to 6 hours. I spoke to ********************* and was told that no promises are made as to when this would happen even though it says 6 hours. I was also told that what other representatives of hwa tell me is not necessarily true. Why is a company like this allowed to do business in this manner??? It's over three weeks with no hot water. I feel like this is unacceptable. I have all notes and all dates and times of phone calls of which there are MANY.

  Business Response

  Date: 04/19/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their water heater claim (no.: 7894974).
  
  Based on the diagnosis received from Sullis Plumbing LLC the customer was approved for a Supplied Water Heater. HWA supplied the water heater and covered the technicians labor. There were non-covered charges due to the technician in the amount of $400.00. However, the customer declined the charges. 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.
  
  On 3/29/23 the customer spoke with a Case Manager as she did not agree with the non-covered charges. *** advised the customer that they were for any modifications, permits or disposal. Per section Limits of Liability (13),Haul Away: We are not responsible for removal and hauling away of old equipment or appliances. The customer disagreed and stated that no modifications were needed and would dispose of the unit herself. *** advised the customer that there were modifications and the customer said she would negotiate with the technician.
  
  On 4/3/23 the customer spoke with another Case Manager as she still did not agree with the charges. *** contacted the technician and he clarified that they were for the drain pan, drain line, flue modifications, and removal of the equipment. This information was then relayed to the customer and she accepted the charges. *** purchased the 50 ********** Water Heater.However, when Sullis Plumbing LLC went to pick up the unit the supplier indicated that the unit was on back order. Per section Limits of Liability (1),Delays: Problems cannot always be diagnosed and repaired on the first Service visit. We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs. *** inquired with the technician to see if he could supply the unit but he was unable to do so. As a result, the claim was reassigned.
  
  An appointment is scheduled with K&K Plumbing Repairs LLC for April 21, 2023 between 7:00AM 11:00AM CST. Notification of the appointment was sent to the customer yesterday, 4/18/23. Should she need to contact the technician directly he may be reached at **************.
  As an alternate resolution should the customer opt not to wait for the new appointment, *** will offer our full costs for repairs in the amount of $821.00. This constitutes the cost for the water heater ($521.00) and labor ($300.00). Then the customer can use those funds to pay a technician of her choosing to replace the water heater. The customer may e-mail Consumer Advocate ******************** at ********************************************* if she would like to accept the proposed resolution. However, she is also welcome to keep the upcoming appointment with K&K Plumbing Repairs LLC for April 21, 2023.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 04/20/2023

  [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 with reservations as to it's accuracy, the response made by the business in reference to complaint ID ********, and find that the resolution providing me with reimbursement of $821.00 for the cost and labor of a new hot water heater is satisfactory to me.
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 06/21/2023

  
  Complaint: 19946337
  
  I am rejecting this response because:

  This case is still NOT CLOSED.  I finally received a check and deposited it into my account.  To my surprise, the bank the check was drawn on would not honor it and would not tell me why.  

  I called *** and at first they wanted me to call my bank.  I had already done my homework.  My bank gave me the phone number to the *** bank and they confirmed the rejection.  *** said they are looking into it.  Can you imagine me trying to handle this claim that originated in March???  Please help me because now I have a return fee posted to my account in addition to the charge back of $821.00.

   

  What a nightmare!!!!!!

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

  Business Response

  Date: 06/26/2023

  **********************,
  
  HWA has confirmed with our bank that the check was returned. HWA will void check no.: ***** in the amount of $821.00 and reissue the funds to the customer. Please allow ample time for processing and mailing.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 06/27/2023

  
  Complaint: 19946337
  
  I am rejecting this response because *** called me and told me to redeposit the check with my bank in person.   (It was previously done by a mobile deposit)

  I made the deposit on June 22, 2023 as instructed.  To date (6/27/23) I have not seen a rejection of the deposit.
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 07/05/2023

  **********************,
  
  *** spoke with the customer today and she confirmed that she deposited the check in person on 6/22/23, and the funds cleared in her bank.Consumer Advocate ******************** provided the customer her contact information via e-mail should she experience any further issues regarding payment that was issued.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ******************** 

  Customer Answer

  Date: 07/14/2023

  [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:04/13/2023

  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 was told I had to file and pay a call fee for damages done by their contractors. I did this and also included other drywall repairs and received the following denial letter Your claim was submitted on 03/30/23 and was assigned to ******************* on 04/04/23. After the appointment date on 04/13/23 the technician submitted details pertaining to your system failure.It has been determined there is drywall that is faulty and requires repair.General dry wall repair is not a service covered by Home Warranty of America.However upon reviewing my policy, drywall is a covered repair and at the very least the damage caused by their contractor should be repaired. Please see attached screenshots from my account.

  Business Response

  Date: 04/19/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their drywall claim (no.: 7970232).
  
  On March 30, ************************************************************* two of her bedrooms. ******************* reported to the customers home on 4/13/23. Based on the diagnosis received it was determined that there was drywall that was faulty and required repair. Please be advised that general dry wall repair is not a service covered by Home Warranty of America. Per section Home Owner (1) of the user agreement, 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. The customer spoke with a Case Manager today regarding her dissatisfaction regarding the outcome of her claim. It was explained to the customer that general dry wall repair is not covered in her current user agreement. The customer then requested a copy of her policy (no.: IL03-SA01928148).The Case Manager e-mailed a copy of the policy at the customers request.
  
  As the reported failures is excluded from the customers user agreement, HWA requests this matter be closed.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:04/13/2023

  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.

  We filed a claim with our fridge earlier of last month, and until now they havnt heard anything about the refund for a new fridge.. we paid 2 local repairman and they wont refund us with it too! they told us we have to wait 30days for a fridge refund since we already bought a new one!! the check is already been authorized but they havnt released to us yet.. we are so pisssed about it!!! We really need you guys help please.

  Business Response

  Date: 04/14/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 7636707). 

  Our most recent records indicate that the customer accepted the buyout amount of $986 on March 28, 2023. A check has been authorized in lieu of a ****** eGift card, which is currently processing. 

  All payments are subject to up to 30 days processing and cannot be expedited. 

  Sincerely, 

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

• Initial Complaint

  Date:04/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this home, closing on Oct 28, 2022. I asked from the seller for a 1 yr warranty protection plan & they purchased the policy from Home Warranty of America. After moving in, discovered oven did not work, I called HWA, it took 6 weeks to send a technician to fix it. In early March, the furnace was not kicking in, still cold in **. I called ***, let them know I had to have immediate or fast response due to no heat in house (elderly mother lives with me). No word from them, but furnace was off and on so we had some heat occasionally. I called them again asking when a technician was coming & they finally scheduled a technician for 1 week later. This was 3 weeks after initial call. The computer was replaced in the furnace. We are now in spring, snow is melting fast & a loud gurgllng sound was heard in bathtub drain. I called a local plumber because I did not know what problem was. They came yesterday, checked my sump pumps in basement & found 1 of 2 pumps was not working. It needed replacing. Without pumps, my basement would flood, no flood insurance. I filed a claim with HWA this ************ was denied because they said I had to call them first & let them find a technician within 24 hours. Based on past history, I felt this needed to be addressed immediately. Re my furnace problem, I received an email from HWA when they couldn't find a technician within 24 hours, that I could call a local company, pay the bill & get reimbursed from HWA. When I brought up this resolution for the sump pump, *** refused this option. If the basement had flooded, it would have cost me thousands of dollars to remediate the damages. My cost is $100 deductible with ***, but now I'm paying $427 for the new pump & labor.

  Business Response

  Date: 04/13/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the sump pump claim (claim no. 8136663), the oven claim (claim no. 7437993), and the heating system claim (claim no. 7631703). 

  With respect to the oven claim, the customer placed the claim on February 17, 2023, stating that it will not heat properly. 

  HWA assigned *********************** to the claim with an appointment scheduled for March 1. Upon inspection, repair was completed on-site the same day. 

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

  With respect to the heating system claim, our records indicate that repair was authorized on March 17 for repair of the computer board.  Our records indicate repair was completed on or about March 20, 2023. 

  Lastly, with respect to the sump pump claim, the customer placed the claim on April 12, 2023, stating that the pump is not working. 

  Thereafter, the same day, the customer contacted *** stating that they have already contracted with their own technician and had the repairs completed.  The customer also requested *** provide reimbursement for the cost of repair.  

  It was explained to the customer that the policy indicates that *** is not liable for providing reimbursement for repairs completed without prior authorization. In addition, the policy states that we have the sole right to choose the service provider.

  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." 

  As such, the customer's request for reimbursement was denied based upon the policy terms and conditions within their contract.  No further action will be taken. 

  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:04/12/2023

  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.

  We submitted a claim for a broken stove on 1/27/23 - it was determined that the stove was not able to be repaired. We were given a link to receive a gift card for a partial reimbursement for the stove. I clicked through the link to start the claim process. We never received the gift card and I followed up today 4/12/23. I was told that my policy expired and they would not be assisting me. Even though I completed their required steps they are refusing to provide the reimbursement I was entitled to.

  Business Response

  Date: 04/13/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their oven stove cooktop claim (no.:7168734).
  
  Based on the diagnosis received from *********************** the customer was offered cash back in lieu of replacement in the amount of $329.00.A link was e-mailed to the customer to begin the replacement process. However, *** did not receive any decision from the customer as to whether or not they accepted the offer. After 30 days of no contact the claim was closed. The customers policy also recently expired on 4/4/23.
  
  However, HWA will honor the offer extended and issue replacement to the customer in the amount of $329.00. 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: 04/13/2023

  [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.
  

  I will follow up in 30 days if no payment is received. 

   

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

• Initial Complaint

  Date:04/12/2023

  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 got this warranty with the purchase of my house and it's a total waste. This company is a rip off for the realtor that bought it and for me. They have a diagnostic fee of $100 for all claims even if you have multiple. The first claim I made was for a ceiling fan that fell from the ceiling which doesn't really require I diagnoses but then they would only let me get the repaired done by their service provider and will only cover $70. The fan was worth more than that, I spent more on the useless diagnosis and they expect me to come out of pocket $150 to install a cheap $70 fan. Most home warranties will just reimburse you and let you buy your own products and you have the option to use their service provider or not. This warranty is a total scam

  Business Response

  Date: 04/17/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their electrical system claim (no.: 7515507)
  
  Our records indicate that HWA authorized Legacy National to replace the fan. Please be advised that *** replaces with builders standard grade equipment. The customer will owe $30.00 in non-covered charges to the technician for the remaining balance of the fan. However, the customer did not agree.
  Should the customer still disagree with the type equipment being installed, HWA will offer our full costs for repairs in the amount of $120.00. Then the customer can use those funds to pay a technician of her choosing to replace the fan. The customer may e-mail Consumer Advocate ******************** at ********************************************* to advised on how she would like to proceed.

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

  Customer Answer

  Date: 04/17/2023

  [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,
  
  ***************************