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:04/12/2023

  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 purchased a home in June of 2022 and at that time I also purchased a home warranty policy from American Home Warranty for $650. The home warranty policy is supposed to pay for and or reimburse cost of repairs to covered items. In July of 2022, the **** required repairs and subsequently I contacted ***. *** sent out a **** contractor and said the **** needed to be replaced. According to my policy, *** will pay for up to $5,000 toward repair and or replacement. Despite multiple calls to the *** provided contractor, the repairs were never made. I got the run around for months, that the new unit was ordered and I was next on the list, etc. Finally, in January of 2023, I contacted *** and asked if I could get the unit replaced with my own contractor and be reimbursed and *** said that is acceptable. On January 26, 2023, I emailed the invoice for the **** replacement ($5800). ***'s Escalations Manager, ******, subsequently asked for the contractor to indicate "Paid in Full" on the invoice. On Feb 13, 2023, I submitted the "Paid in Full" Invoice. On 3/16/23, I emailed ****** asking what the status was and apparently ****** was no longer with the company. I was able to contact another person, *****, who got information from a *************************, that a reimbursement for $5,000 was processed on March 9, and should be received in 30 Days. I emailed ***** on March 28 to inform her still had not received check and asked if the check was simply processed or had it been mailed. ***** again reached out to ***** and he indicated that a check for $5000 (#*****) was mailed that day March 28. As of the date of this complaint, I still have not received the check and strongly feel that I am being deceived. The tracking number for my request with *** is CM#*******. I am requesting the $5000 check I was promised and am entitled to per the policy I purchased. I will plan to escalate this claim to My ************************* and Small Claims Court accordingly.

  Business Response

  Date: 04/13/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 5490207). 

  Our records indicate that HWA approved reimbursement in the amount of $5,000 on March 9, 2023.  The check was then mailed to the customer on March 28 under check no. ***** to their confirmed mailing address. 

  Our most recent records indicate that the check was reissued to the customer on April 11, 2023, under check no. *****.

  HWA requests this matter be closed. 

  Thank you, 

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

  Customer Answer

  Date: 04/18/2023

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

  However, the resolution took over 6 months and me filing complaints with BBB, my ************************** and the ******* ********** of ********** It makes me wonder if this is ***'s normal course of business, to ignore and delay resolution until the customer finally gives up, or has to get the help of consumer advocates to get resolution. Hopefully not, but I am sure the BBB keeps up with the statistical information regarding this company and the amount of complaints they receive. 
  
  Regards,
  
  *************************************

• Initial Complaint

  Date:04/11/2023

  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.

  We purchased home warranty from HWA, their parent company is Choice Home Warranty, to cover appliances in our home. Under clothes washer, the policy states that they cover, "all components and parts", see attached, and when I called to file a claim about my clothes washer because it was making noise during the spin cycle, claim #*******, the agent stated that normal wear and tear was covered including the drum, control boards, knobs, and all main components of the washer. They sent a technician who advised us that the bearing was faulty. He stated that it was a known ******* issue and it wasn't anything that we caused, ******* washers are known for this issue. *** denied our claim stating that the technician told them we caused the machine to break by overloading it. We had the decision reviewed and we were able to speak with agent, ******* #********. We informed ******* that when the machine broke, I was washing three items on delicate cycle, which could not have caused an overload. ******* stated that *** could choose to deny any claim at their discretion. It does not state that in the contract. When we attempted to escalate above *******, he stated that he was the last person we could speak to and his boss was the **** *************************, but she did not take calls or speak to customers. We asked to speak to one of his colleagues and he stated, "That will not be happening," HWA is falsely advertising their services and they are going against their written policy. We request that our claim be covered, or they give us a refund for the purchase of the warranty.

  Business Response

  Date: 04/13/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their washer claim (no.: 7997637).
  
  Based on the diagnosis received from *********************** it was determined that washer was overloaded, which caused the spin basket,rear tub, and front tub to fail and need to be replaced. Per section VII:Limitations and Exclusions **** We are not responsible for consequential or secondary damage. This includes but is not limited to, insect infestation,mold, mildew, or bacterial manifestations, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage
  
  A claim determination letter was sent to the customer with the option to appeal and she did. On 4/11/23 the customer spoke with a Case Manger and stated that the unit failed due to normal wear and tear. However,did not have any supporting documentation to support her position. It was explained to the customer that due to overloading the washer the claim would remain as non-covered.
  
  As for a full refund, should the customer choose to terminate coverage there is no refund due at cancellation. Per section D: Cancellation, If You cancel this Contract within the first ***************************************************************** if this Contract is cancelled after 30 days from the Contract Start Date, You will be entitled to a pro rata refund of the total purchase price 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 total purchase price.
  
  Amount Paid: $665.00
  Months Used: 5 9$55.42) $277.08
  Authorized Claims: $382.00
  Cancellation Fee: $50.00
  Refund: $0
  
  The customer may contact our ******************** at ********************* should she wish to move forward with cancellation. 
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************
  

• Initial Complaint

  Date:04/10/2023

  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 paid for the service home warranty of America when I purchased my home about three major issues with the home and all three issues fall under category for *** says they cover. And I have a pipe that I had corroded underneath my sink and then its taken almost 3 months to get it fixed. Ive had different vendors different people come in and try to get this work done and they keep denying claims. This is been an absolute nightmare to work with a company that gladly takes your money, but will not help when it comes time for them to pay.

  Business Response

  Date: 04/14/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 7250724) and the electrical system claim (claim no. 8044779). 

  Our most recent records indicate that Ky-*** ************* has been assigned to the electrical system claim with an appointment scheduled for Wednesday, April 19, between the hours of 7-11AM.

  The plumbing system claim has been assigned to ******* Drain Cleaning LLC with an appointment scheduled for Tuesday, April 18, between the hours of 7-11AM. 

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

  Sincerely, 

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

• Initial Complaint

  Date:04/06/2023

  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 previously filed a complaint against HWA for not reimbursing me the $1k I spent on an emergency plumbing issue. They stated they are not an emergency service, so we would've had to follow the procedure of filing a claim first. You can't cover plumbing and not be an emergency service. Also, you can't sell plans to new homebuyers and not be an emergency service considering there will not always be a sign of trouble, sometimes, it'll just happen. So, my plumbing problems persisted and I called HWA to file a claim. It took A WEEK for someone to come out. They came out and basically gave us false information stating there was roots in our pipes, our warranty wouldn't cover it and it'll cost us $4k to replace. They submitted the approval to HWA and it was denied, but in the approval they stated they had performed work while at the home that day which was a lie. The next day our problems continued so we called those same plumbers who was there the day prior. Instead of submitting the claim to our insurance or doing the work for free since *** had paid them the day before and we paid the $100 service fee, they charged us another $350. During this time, I was in contact with the first plumbers that I paid $1k to and they were willing to work with us with the price to fix the issue considering we had already paid and the problem persisted. They ran a camera and found out we had brand new pipes and no roots in the line, there was just a small separation from previous foundation worked. I called HWA back, and asked if we could select our own plumbers considering the ones they sent out were shady. They told me no, they have the sole right to selecting the contractors. I told them about the $350 scam and they said "oh, I'm so sorry to hear that". At this point, it just seems like a bunch of shady people working together. So, we elected to have the trusted plumbers come back and complete the job, which in total costed us $1,400.

  Business Response

  Date: 04/07/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 7819851). 

  On March 19, 2023, the customer placed a claim for the plumbing system stating that the toilet keeps running.

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

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

  On March 20, HWA assigned ******************************** Professionals to the work order with an appointment for the following day, March 21, however the technician requested to be removed from the claim as the customer requested the technician provide an earlier appointment, which the technician was unable to provide due to scheduling conflicts.  

  As such, *** returned the work order to dispatch and reassigned the claim to ************** Services with an appointment scheduled for March 24. Upon inspection, the technician reported that the main sewer line is broken requiring replacement. 

  On March 24, *** issued the claim determination stating, "It has been determined that a drain line blockage has developed. The technician attempted to snake the stoppage, however was unable to clear the line. Normal wear and tear drain line stoppages can be cleared by snake or cable. Lines which are unable to be cleared have an obstruction such as, a foreign object, roots infiltrating the line or a broken or collapsed line outside the home. Foreign object obstructions do not constitute normal wear and tear of the plumbing system and are excluded from coverage. 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 was provided with seven (7) days from receipt of the determination letter to submit an appeal to claim outcome, however an appeal was not placed, and the claim subsequently closed accordingly. 

  Nevertheless, based upon the customer's statement in their complaint that the failure was due to a "small separation from the previous foundation", *** stands on the determination as this confirms the technician's findings that the sewer line is broken. In addition, this also confirms that the failure did not occur due to normal wear and tear. 

  As per section 9 under HWA Definitions, "Covered Items means systems and components as specifically described herein as Included under Your
  service Plan and that become inoperative due to unknown mechanical or electrical failures or normal wear and tear..."

  Lastly, with respect to the customer's payment of $350 to the assigned technician, HWA denied claim coverage and therefore the customer contracted directly with the technician for repair. As such, any requests for reimbursement of monies paid must be directed to the technician accordingly. 

  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; and (ii) are not an insurer of the Authorized Repair Technicians performance."

  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: 04/07/2023

  
  Complaint: 19904532
  
  I am rejecting this response because: there was not a 24 hr waiting period before the previous claim was assigned. It was A WEEK. *** seems to have a history of not telling the truth as evidenced in a lot of claims filed against them. The first technician was trying to schedule a visit for days later and I said we couldnt wait another 3 days. Furthermore, Elite Plumbing couldnt tell you what the actual problem was because they never ran a camera. They stated in the claim that the pipes were broken by the tree due to roots being in the pipes. The technicians we had finish the job found brand new piping around the tree which is what the plumbers told us they would have to fix. So I stand by what I said, the technicians were SHADY. They reported that they snaked the line which they did not. They did NOTHING the first day they came out. And STOPPAGES ARE covered by the warranty. Because all they did the second day was use a hydro jet to clear the line. So I stand by what I said! HWA has no business supplying warranties to ANYONE. Considering it looks like they make an excuse for not covering ANYONEs issues.

  We will not be renewing this warranty and Ill make sure our real estate agent knows how crappy this company is, so that its not offered to anyone else who doesnt know about this company. 
  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 04/12/2023

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

  *** is sorry to hear of the customers continued frustrations.

  HWA is not an emergency service provider. 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 customers statement that the technician did not run a camera, as per the plumbing system exclusions, *** does not provide costs to locate stoppages.

  CHW issued the claim determination stating, Lines which are unable to be cleared have an obstruction such as, a foreign object, roots infiltrating the line or a broken or collapsed line outside the home.

  Based upon the customer's statement in their complaint that the failure was due to a "small separation from the previous foundation", *** stands on the determination as this confirms the technician's findings that the main sewer line is broken.

  In addition, the customer does not have the optional coverage for External Sewer & Septic Line Repair.  Please refer to page 17 of the User Agreement. 

  Nevertheless, should the customer wish to provide the diagnosis from their technician for further claim evaluation, they may provide same to the undersigned at *******************************************.

  Sincerely,

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

  Customer Answer

  Date: 04/13/2023

  
  Complaint: 19904532
  
  I am rejecting this response because: As I initially stated, the plumbers who cleared the line DID NOT KNOW WHY THE LINE WAS CLOGGED. They made up a finding and told us it would be $4k to fix it and our warranty wouldnt cover it. They cant tell you theres a separation, theres roots, or ANYTHING ELSE IF THEY NEVER RAN A CAMERA. A camera is the only thing that can determine WHATS WRONG IN THE ****** *** denied the claim of the plumbers trying to replace and redirect pipes around a tree which was a false diagnosis. When we called our own plumbers out AND had a camera ran, they found that the pipes that ************ said was the issue, WAS NOT. They were ALREADY replaced and REDIRECTED around the tree! So HWA denied the claim on false pretense.

  Secondly, *** stated I contacted them after the problem was fixed the first time. I contacted them RIGHT AFTER I contacted the first plumbers. AGAIN, you cant state you cover plumbing issues, including clogs but are not an emergency service. Clogs will backup water into your home, which it did! Expecting a customer to have sewer running filling their bathroom for 48 hours while *** finds a contractor is UNREASONABLE (for lack of better words).

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

• Initial Complaint

  Date:04/03/2023

  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 filed a warranty claim for my washer and dryer on March 4, 2023. On March 14th, a technician from ******** Enterprises looked at both the washer and dryer. He determined they were in need of repairs. It took this person, ***************************, over a week to report this to HWA. Parts have been ordered but now I am getting the run around from both HWA and ******** Enterprises. The technician is the owner, ***************************. His wife, *************************, just keeps saying that the part is on back order with no ETA as to when they will receive. I have called *** multiple times begging for them to help and resolve this issue since it's been over a month now since the washer and dryer has worked. I called again today and asked them how long I am supposed to wait for this part. I was basically told as long as it takes. So now, I'm out the $200 technician fee I paid ***** directly and there is no end in sight. What adds another layer to this issue is that ******** Enterprises has multiple complaints themselves and horrible reviews. So, *** has hired a technician for me that has been accused of stealing people's money, has tax liens and business property has been seized, and the reviews on ****** and yelp indicate they take money and keep telling people there are delays with getting the product. All I want is a washer and dryer that works. I did speak with someone at HWA who said they could give me about $300 if I wanted to buy new ones. That only nets me $100 because I'm out the $200 I spent just to get a diagnosis. I've paid for a warranty and a technician that has given me nothing but a thief to work with.

  Business Response

  Date: 04/05/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the washer claim (claim no. 7634574) and the dryer claim (claim no. 7634595). 

  Our records indicate that *** approved repair to both the dryer and washer on March 22, 2023.  Upon approval, the technician ordered the replacement parts accordingly. 

  As per section 9 of the Limits of Liability, "We have the sole right to determine whether any Covered Item will be repaired or replaced."

  On March 31, the customer requested status of repair and as a goodwill gesture, they were offered $350 towards the cost of replacement of the washer in lieu of awaiting parts, which they declined.   

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

  Today, April 5, HWA contacted the technician who confirmed that the parts were listed on backorder, however the estimated date of arrival is April 12, 2023.  Upon receipt of all parts, the technician will contact the customer to schedule repair completion. 

  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: 04/05/2023

  
  Complaint: 19889462
  
  I am rejecting this response because:

  This is the first time I have ever received an estimate of April 12 of the parts being received. I have requested an ETA from *** as well as ************************* numerous times. The communication to me, your customer, has been disappointing. I should not have to call multiple times and write a BBB complaint to get this info. I did not officially reject the $350 offer for replacement. I stated to the woman I spoke to over the phone last week that I would evaluate that offer once I knew this week if ******** Enterprises would even give me an ETA for the parts arriving. I also stated to that same woman over the phone that I had concerns with the technician in general that *** has hired based on the info I included in my original complaint. *** has sent me a technician that is known for taking money from customers and then waiting months to actually complete the repair or deliver the product. As I mentioned, ****** ******** Enterprises and you can read all of the complaints against them. I am also concerned that I have given them $200 and we are both at their mercy. The last *** rep that I spoke to this week told me there is nothing that can be done. We both have to just wait for ******** Enterprises to claim that they have the part. And yes, the *** rep said that could take months. How in the world is that considered a reasonable expectation as your customer? 
  
  
  
  Regards,
  
  *************************************

  Business Response

  Date: 04/14/2023

  Dear **********************:
  
  HWA is sorry to hear of the customers continued frustrations.
  
  Today, April 14, *** contacted the technician to request status of the parts to which they confirmed they are in receipt of the parts required for repair of the dryer, however the parts for the washer are currently on backorder with the manufacturer with an estimated arrival time of three (3)weeks.
  
  As per section 1 of the Limits of Liability, 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.
  
  Should the customer wish to replace the washer, as a goodwill gesture and in lieu of awaiting receipt of the part, *** is pleased to offer the customer a check in the amount of $403.14, which represents HWAs authorized cost of repair.  
  
  Should the customer wish to accept, they may contact the undersigned at *******************************************.  All payments are subject to 30 days processing. 
  
  With respect to the dryer, the technician will contact the customer directly and schedule repair completion. 
  
  Thank you,
  
  ************
  Consumer Advocate

  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. I have included the email correspondence with **** to show the resolution that was agreed upon.

   

   

  Thank you for your time. I appreciate your willingness to listen to all the issues I have experienced during this frustrating process so that we can agree to a joint resolution. I will close out the BBB complaint and respond to them directly. 
  
  *************************************
  
  On Apr 17, 2023, at 11:30 AM, ******************* <*******************************************> wrote:
  
  
  ?Dear *************************************:
  
  Thank you for taking the time today to discuss resolution of your washer and dryer claims.
  
  To confirm, I have authorized payment to you in the amount of $281.43 for the dryer and $403.14 for the washer in order to apply the funds towards replacement of both, which resolves your claims and complaint submitted with the Better Business Bureau. 
  
  *** checks will be mailed to:
  *************************************
  XXXX ** Drive
  *******, ** 70403
  
  Please allow for up to 30 days processing.
  
  Kind regards,
  *******************
  Consumer Advocate
  Department of ************************* of *** President
  Home Warranty of America
  *********************************************************************
  ************************
  ******************************************* 

• Initial Complaint

  Date:03/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately one month ago our A/C unit began to fail (December 2022 time frame). We filled a claim with Home Warranty of America (HWA). We originally were pre-empted by HWA to get our own HVAC technician and then THEY (HWA) would reimburse us. We obtained the services of **** Brothers. **** Brothers submitted the estimate. *** did not like the estimate and re-assigned Veterans ***************** (VHC) to reassess.VHC found the exact same issues and submitted THEIR estimate. *** then demanded VHC to return to our home to conduct highly specific tests to empirically prove the A/C unit was unrepairable. VHC did the required tests and took the required photos and submitted them to HWA.It has been over two weeks and *** has refused to respond as to THEIR required concepts of repair or replace.On 31 March 2023, I, the owner, called ******* clearly stated VHC failed to submit anything over to weeks ago.I texted VHC.VHC stated they will RESUBMIT the required photos.*** then said nothing has been submitted.VHC then provided a screen-shot of their messaging received from HWA regarding VHC's resubmission.*** then denied receiving anything.Once I pressured ***, they finally admitted to receiving ONLY one photo.Then stated they have attempted MULTIPLE phone calls to the technician.******** then says has REFUSED to answer their phone.NOTE: I was texting VHC and *** was stating VHC was supposedly refusing to answer their phone.NOTE: This has been happening everytime I contact HWA for assistance THEY SPECIFICALLY cite as THEIR SPECIFIC service THEY ADVERTISE THEY PROVIDE.Also, *** clearly stated they would reimburse me $220.58 USD via check.They have failed to send it for over one (x1) month.NOTE: It takes months and almost a full year before *** grudgingly choses to do their advertised job.

  Business Response

  Date: 04/07/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system and air conditioner claims (no.: *******; *******).
  
  Veteran Heating and Cooling reported to the customers home on 2/15/23. Upon receipt of his diagnosis HWA authorized the technician to complete the repairs, which included parts. There are non-covered charges due to the technician in the amount of $250.00 for any modifications to the existing system or excluded charges from the policy. However, the customer did not agree with the non-covered 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 3/2/23 the customer spoke with a Case Manager. It was explained to the customer that the part is under manufacturer warranty and *** would be moving forward with replacement of the heat exchanger through warranty.The Case Manager also assisted the customer in opening up an air conditioner claim (no.: *******) to address the A/C failure regarding the leak in the evaporator coil.
  
  HWA requested additional information from the technician as we needed a photograph verifying the leak in the evaporator coil by showing bubbles through a nitrogen test. On 3/31/23 *** received a photograph from the technician.However, it did not show or confirm any leak. *** reached back out to the technician and requested the proper photograph showing bubbles through a nitrogen test in order to move forward with the claim. *** is pending the requested information from the technician at this time.
  
  As for the reimbursement check (no.: *****) for the customers prior heating system claim (no.: *******) in the amount of $220.53, payment was mailed on February 14, 2023. However, on 3/31/23 the customer informed *** that he still had not received payment. *** confirmed the customers mailing address and agreed to reissue payment to the customer. Please allow ample time for processing and mailing. The customer may reach out to Consumer Advocate ******************** at ********************************************* should he need further assistance.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 04/08/2023

  
  Complaint: 19882313
  
  I am rejecting this response because:

  None of this statement by *** is even remotely accurate.

  There comments are an amalgamation of past requests for support via our family's PAID FOR insurance.

  AGAIN, we submitted a request for ************* support via the established communications channels/website.

  Because HWA did not respond in a timely manner we, the ******** Family (based upon HWA past guidance to find our own technician and be reimbursed afterward), went to the original technicians, as noted on the historical sign-in decal on the furnace, the ************************* Brothers found the system badly compromised, regardless of previous maintenance conducted.

  They/we submitted the documents created by **** Brothers to HWA.

  *** refused acceptance and immediately tasked Veterans Heating & Cooling (heretofore referred to as VHC) to conduct THEIR OWN investigation.

  VHC found the exact same problems.

  HWA refused to acknowledge VHC's findings and demanded VHC conduct very specific tests of the system.

  VHC complied and provided said photos/findings to HWA.

  AGAIN, *** refused to accept their own specifically requested technicians findings.

  IN FACT, HWA categorically refused to acknowledge receipt of any findings.

  AS A POINT OF REFERENCE, I contacted HWA via phone and VHC via text message.

  As I was speaking to HWA VHC transmitted ALL THEIR photos to HWA.

  HWA refused to acknowledge receipt of said evidence.

  EVERYTIME, it is something.
  - Oh, the technician refuses to answer their phone (as I am directly and simultaneously in contact with the technician).
  - Oh, we (***) did not receive any of the evidence (as I am seeing and hearing the technician transmit said evidence to ***).

   

  HWA is a facade/fraud.
  HWA refuses to conduct the services they specifically note are their services.
  HWA uses delay tactics and denial tactics to refuse services to customers.

  As ANOTHER point of reference, *** has refused to provide a check for $220.58 USD that THEY THEMSELVES specifically stated THEY would provide in reimbursement regarding a different request for services.

  *** is trying to conflate numerous requests for support to again, deny support that they specifically advertise are their services.

  
  FINAL NOTE:  ***'s response is very nice.  BUT, it has nothing to do with the current request for support.
  
  Regards,
  
  *************************

  Business Response

  Date: 04/19/2023

  **********************,
  
  We apologize that the customer is still dissatisfied. However,our most recent records indicate that a check (no.: *****) in the amount of $220.53 was mailed to the customer on 4/11/23.
  
  As for the current claim, *** was awaiting photographs from the technician to confirm the leak in order to move forward. However, *** spoke with Veteran Heating and Cooling today, 4/19/23 and the technician indicated that a new unit was already installed. Additionally, that the customer paid him directly to do so and that he removed the old unit. We apologize as we were unaware that the customer paid the technician directly to install a new unit. HWA did not approve any costs as we were awaiting additional documentation. Per section **************** (2), 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.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 04/19/2023

  
  Complaint: 19882313
  
  I am rejecting this response because:
  HWA is consistent in their negligence.
  Their actions demonstrate a direct and active willingness to subvert their own advertised and marketed services.

  They (HWA) purposely and willingly caused a request for support to egregiously lapse forcing their client/customer (complaint) to take action (replace said requested item for service).
  I have children I need to protect from the elements.
  HWA purposely placed my children in ***** way due to their negligent and inhuman lethargy.
  
  HWA actively assigned Veterans Heating & Cooling (VHC).
  HWA actively sent VHC to conduct ***'s bidding regarding client/customers request for support.
  HWA purposely and willingly denied receipt of their (HWA) own requested/demanded additional testing data.
  VHC continually kept sending ((as I (client/customer) was in direct communications with HWA (via phone)  and VHC (via text and e-mail)) the images (testing) to HWA.
  *** then actively kept denying receipt of testing images (photos).
  *** kept doing this for weeks - WHICH, forced client/customer to replace the severely inoperable Air Conditioning unit.

  Simply because HWA egregiously failed to perform their advertised and marketed services is not the fault of the client/customer.
  HWA is in direct violation of their advertised and marketed services.

  AND, *** says, in their most recent communication (19 April 2023), they have the right to hire their own service provider - THEY DID.  AND they egregiously failed to follow THEIR OWN hired service providers actively directed advise and testing images.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/26/23 I filed claim no.7917855 with Home Warranty of America requesting they come look at my water heater because it is taking some time for the water to get hot and because the heater is using an inordinate amount of propane fuel for heating purposes causing me to have the tank filled more often. They say their normal process is to have a technician with ***** hours. It is 3/31/23 and no one has called or come. On 3/27/23 they emailed me to say they were having difficulty getting a technician and in a separate email offered me the opportunity to do all of this myself and be reimbursed which I declined. I called again on 3/31 to discuss the claim status, to reiterate that I do not want to use the reimbursement option, and to ask them to stop calling and harassing me regarding renewing this warranty until I receive service on this claim. I explained that I was highly unlikely to renew a warranty before I receive service on claim. I want them to come out and let me know what is going on with the water heater.

  Business Response

  Date: 04/07/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding her water heater claim (no.: 7917855).
  
  On March 27, ********************************************************************************** her bathroom and shower. *** dispatched the claim to our vendor network. However, there was an unforeseen delay in locating a technician to accept the work order. Please be advised that the claim is currently in our dispatch network pending assignment.
  
  On 4/6/23 Consumer Advocate ******************** reached out to the customer via e-mail. As an alternate option, the customer was offered a full refund ($575.00) with cancellation.The customer responded and indicated that she would review the offer and get back to us. *** is pending a decision from the customer at this time. In the interim, we are still trying to locate a technician to service her water heater claim.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 04/10/2023

  [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.
  I accept the refund for the contract.  I have lost faith in this companies ability to provide service and will seek a warranty with another company who can provide this service.  This resolution is satisfactory to me.
  Regards,
  
  ***********************

• Initial Complaint

  Date:03/30/2023

  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.

  Home Warranty of America said they issued a reimbursement check in the amount of $217 on January 1st 2023. said it would take 30 to 45 days to receive it, after 45 days i have not received anything. called them and now they want me to pay more money so they can process me a new check and wait another 30 days, or wait 90 days for them to issue the check for free. they refuse to resolve the issue and they refuse to give me my money that they owe me.

  Business Response

  Date: 04/04/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their plumbing stoppage claim (no.: 7077792).
  
  We also apologize for the delay in payment. Our most recent records indicate that a check (no.: *****) in the amount of $207.50 was mailed to the customer today, 4/4/23.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:03/28/2023

  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 originally called on 10/29/22 to have an issue fixed through my home warranty for a leak through my second floor bathroom ceiling. Someone from Green ******** came and I paid them $75 service fee to diagnose the issue. They are supposed to send a report back to HWA for a request of work to caulk the shower and replace the ceiling. I called HWA back 11/2/22 to get the authorization for the work to be done, which is supposed to be no cost since my claim was already paid for. On 11/14/22 *** said they never received a report back from Green ******** for the work so someone else came out and I paid the $75 service fee again for someone to diagnose the problem so *** can have a report for work on 11/15/22. I reach out to HWA again and paid another $75 on 11/22/22 to see if they have received any info for someone to do the work and they say no. Another appointment was set for someone to come out but no one did. I reached back out 11/28/22 and was scheduled to do the work 11/30/22, changed to 12/7/22. Never heard anything back for a follow up and no work was ever done. When I did call back they said since it's been over 30 days I would need to submit a new claim again for someone else to come out for work. I paid multiple times and feel like someone should just come and do the work rather than me putting in another claim, which I would have to pay for again. As of 3/28/23 I either want my money back for the service requests or someone to come do the work at no cost since I paid the claims already.

  Business Response

  Date: 04/05/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claims (claim nos. 5871318, 6095061, and 7939188). 

  On October 29, 2022, the customer placed a claim for the plumbing system stating that there is a leak. HWA dispatched ************** Services to the customer's home to submit the diagnosis, however the technician failed to provide their findings. 

  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..." 

  Thereafter, a new plumbing system claim was placed, however the technician was unable to keep the appointment due to scheduling conflicts.  

  On March 28, the customer placed a new claim for the plumbing system. *** dispatched ************** Services to submit the diagnosis. Upon inspection, the technician reported that the customer requires drywall repair. 

  HWA issued the claim determination stating, "It has been determined that the drywall is damaged and is now in need of repair. Drywall repair is only covered under this user agreement when approved access is made through said drywall to render a covered repair. Please refer to your terms and conditions section Home Owner number 1; we list examples of components not covered; to assist Your understanding of this Contract."

  The customer appealed claim outcome, and the claim was reassigned to Plumbers Electricians & Beyond in order to submit a second opinion with an appointment scheduled for yesterday, April 4. At this time, *** is pending receipt of the technician's diagnosis to complete claim evaluation. 

  As a goodwill gesture, *** is pleased to offer the customer a check in the amount of $75 as reimbursement for the service call fee paid for the initial plumbing system claim.  Should the customer wish to accept, they may contact the undersigned at *******************************************.  

  Sincerely,

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

• Initial Complaint

  Date:03/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a water leak under the tub. I claimed on 02/23 by phone explaining the problem and they told me that the leak was covered by the warranty. The first appointment was on 02/27. The technician did not come. Called HWA and they told me they do not have any info. Called the technician and rescheduled for 03/04. Did not come again. Called HWA but did not know anything again. Called the technician again and rescheduled for *****. Did not come again. Their administrators said he was on delay. I called HWA and to my surprise was that both *** and the technician had already closed the ticket. They reinstated the ticket and then agreed that the same provider would show up, which never happened so I requested HWA to assign me another provider. As magic, at 10 pm on 03/10, the technician showed up. He came, uncovered faucets, and moved hoses, telling me that he would be back on Monday 03/13 to finish. He did not come back, so I called him directly and he told me that he cannot continue because *** did not accept the proposal. HWA never call me, text me, did not email me, or anything. So, I called HWA again and they said they had assigned me a new one. It was not until 03/17 that I received an email from HWA that I had been assigned to another supplier. The next appointment was on 03/22. A technician came. Immediately, I received an email from HWA where saying that is not covered by the warranty. How is it possible that in my first call, they told me that it is covered and then after I paid 75 dollars, they tell me it is not? My last call was to ask for my money. They argued that they could not give me my money back because it is a ************** So I asked them if they were not going to give me my money, who was going to take care of leaving my bathtub as it was at the beginning. They answered that I had to find someone to solve it. So now I have a bathtub that cannot be used because it has loose parts, in addition to the leak that is getting bigger and bigger.

  Business Response

  Date: 03/27/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 7512462). 

  On February 23, 2023, the customer placed a claim for the plumbing system stating that there is a leak under the sink and bathtub. HWA dispatched USA Plumbing & Sewer to the customer's home to submit the diagnosis.

  Upon inspection, HWA approved replacement of the hot and cold shut-off valves and the cost of labor for the replacement of the shower cartridge as the cartridge is covered under the manufacturer warranty, however the technician failed to return to complete repair and the claim was returned to dispatch for vendor reassignment. 

  Thereafter, the customer corresponded with HWA indicating that the technician returned and completed 80% of the approved repair, however the technician was unresponsive in order to complete the repair in total and therefore the claim was reassigned to *****************************.  

  Upon further inspection, the technician reported that the bathtub requires caulking.  

  HWA issued the claim determination stating, "It has been determined that the cause of failure is due to the bathroom caulk around the tub is faulty and will require further service. Please refer to your terms and conditions section Standard C; HWA 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." 

  Nevertheless, as a goodwill gesture, HWA is pleased to offer the customer a check in the amount of $545, which represents the authorized cost of repair for the shut-off valves and the cost of labor for the cartridge, in order to apply the funds towards repair using a technician of their choosing. Should the customer wish to accept, they may contact the undersigned at *******************************************.  All payments are subject to 30 days processing. 

  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: 03/27/2023

  [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. I just want to make sure that this refund will be send and I will receive it in my address.
  
  Regards,
  
  ***************************