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:03/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with Home Warrenty of America (HWA) on or about January 28, 2023 for a foul smelling and beating and banging water heater. *** coordinated a company Full Tilt construction and Mechanical to come out about 2 weeks later. They came, inspected, took pictures, and took my $75 service charge. The gentleman stated they would file the report and recommend replacement.We heard nothing from them until I followed up. Apparently, Full Tilt refused to do the work due to HWA not paying enough for the Work. This was per Full Tilt. I contacted *** with this information, they said Full Tilt never filed the report. I contacted Full Tilt again to inform them, they said they would file the report again. A few more weeks went by with no word.I contacted *** again and they said they would assign another vendor. This time Q1 was selected. They were scheduled to come out on March 20, 2023. We heard nothing from HWA or Q1, I called Q1 on March 20, 2023 to see when they would be out. They stated that *** didn't want to pay for them to do the work.I called *** again, this time they said they didn't have the report from Full Tilt (still) and would need a diagnosis (again). After going round and round with ********************************* with ***, I agreed to let them put it back k out for another contractor to come do a diagnosis (again) and hopefully repair or replace my water heater.Today, they still have not assigned anyone and have not been in contact to update us.I just want my water heater fixed or repaired.

  Business Response

  Date: 04/05/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 7173507). 

  On January 28, 2023, the customer placed a claim for the water heater stating that its making a noise and has a bad smell.

  HWA dispatched ******************** and Construction to the customer's home to submit the diagnosis, however they failed to provide their findings and the claim was reassigned to Trans Alaska Mechanical, LLC. 

  Upon inspection, the technician reported that the unit has sediment build-up, excessive minerals, noise, and bad odor. 

  HWA issued the claim determination on March 24, stating, "It has been determined that the cause of failure is due to the water heater tank has developed excessive sediment build-up and will require maintenance/cleaning performed. Please refer to your terms and conditions section Limits of number 11; we are not responsible or liable for normal or routine maintenance. You are responsible for performing normal and routine maintenance and cleaning pursuant to the manufacturers specifications." 

  The customer had seven (7) days from receipt of the claim determination in order to submit an appeal, however an appeal was not submitted.  

  On March 27, the customer processed a cancellation of their policy due to their dissatisfaction with claim outcome.

  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:03/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a home warranty with HWA Home Warranty of America when we purchased our townhome in November 2022. We filed a claim for repair or replacement of our refrigerator online and by telephone in January 2023. *** has NOT attempted to diagnosis the problem with our refrigerator. *** has NOT engaged a repair technician to troubleshoot and repair/replace our KitchenAid refrigerator. When I call to speak with ***, its representative tells me that *** is trying to locate a technician ---- but it has been over two months with no progress on my claim.

  Business Response

  Date: 03/28/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 7076541).
  
  We also apologize for the unforeseen delay in locating a technician to accept the work order. On 3/27/23, Consumer Advocate ******************** reached out to the customer via e-mail and provided three options:
  
  1. Allow HWA more time to locate a technician
  2. Opt to use his own technician and submit for claim reimbursement
  3. Cancellation with a full refund
  
  HWA is still pending a response from the customer at this time. However, our most recent records indicate that an appointment is scheduled with CORTech Services LLC for April 4, 2023 between 11:00AM-3:00PM PST.Notification was sent to the customer today regarding the appointment. Should the customer need to contact the technician directly he may be reached at *************. Also, should the customer need any further assistance he may reach out to ******************** at *********************************************.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 24th they ***** out , my washer machine was a ge washing machine. As of January 24th they ***** out the worker said the washing machine had no more use . They was suppose to send someone out on February 3rd they still haven't showed up . They forged my signature on February 3rd like they came out to my ********* was home I was waiting on them since 8 am . No one came from that time , till now they still haven't showed up . They haven't contacted me or anything about giving me a new washer , writing a check or anything . They called saying how close the guy was at 4 pm the guy never came . I got a text from the company at 5pm saying they came and I seen that someone had sign my name & I was still home waiting

  Business Response

  Date: 03/27/2023

  April V.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their washer claim (no.: 7072920).
  
  We also apologize for the delay in the work order. However, after following up on multiple occasions with ***********************, we did not receive a complete diagnosis. As a result, the claim was placed back in our vendor network for reassignment. *** then assigned **** **************** and an appointment was scheduled for 2/21/23. *** was unaware the technician failed to show for the appointment. We also have not spoken with the customer regarding this matter since 2/7/23. The BBB complaint filing is the first notification we received regarding the missed appointment.
  
  Our most recent records indicate that the customer placed a stopped payment on her February and March payments. The current policy is in arrears a total of $133.54. The customer will need to make her account current in order for HWA to service her claim. Once the account is made current HWA can reassign *********************** or a new technician should the customer prefer.An e-mail with this information was also sent to the customer from Consumer Advocate ******************** on 3/24/23.
  
  Thank you,
  
  ********************
  

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home warrant policy through Home Warranty of America (***) on 9/3/21 through 9/2/23. On 3/2/23 I filed a claim for my dishwasher as it is no longer working. *** sent out a technician from one of their vendors who submitted their report back to ***. *** determined that a replacement dishwasher is warranted, but they only offered me $246. You can't find a dishwasher for that amount, let alone the installation costs to have a plumber install it. My current dishwasher is a Kitchenaid under the counter built-in with a custom wood panel to match the cabinets. A comparable unit is $1,644.Link below:******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************* I disputed this settlement amount and asked the *** representative to show me where I can buy a replacement dishwasher for this amount and she advised that I can't. He said this is their own internal pricing and this is all they are offering to settle. This does indemnify the policy holder back to pre-loss condition. My policy owes replacement cost of like kind quality. $246 dollars for a new dishwasher is an insult compared to the quality of unit that is no longer working. *** refuses to work with their customer and offer a fair settlement and even admitted that their offer amount is way low and I can't find any dishwasher for that amount. My claim number is ******* and the policy number is IL03-SA01872121 Please help!Thanks,****

  Business Response

  Date: 03/22/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dishwasher claim (no.: 7613874).
  
  Based on the diagnosis received from Razor Sharp Appliance Repair the customer was offer cash back in lieu of replacement in the amount of $246.00. However, the customer declined. Per section Limits of Liability (9) of the user agreement, Repairs/Replacements. We have the sole right to determine whether any Covered Item will be repaired or replaced. Parts and replacements will be of similar or equivalent quality and efficiency to those being replaced, subject to all other provisions of this Contract. Where replacement equipment of identical dimensions is not readily available, We are responsible for providing installation of similar quality equipment but NOT for the cost of construction or carpentry made necessary by different dimensions. We are not responsible for upgrading or matching color or brand.
  
  A claim determination letter was sent to the customer with the option to appeal and he did. On 3/15/23 the customer spoke with a Case Manager regarding his dissatisfaction. However, no increase in replacement was offered to the customer.
  
  Nevertheless, due to the customers continued dissatisfaction HWA will offer the customer $591.00 towards replacement of a new dishwasher. The funds can be issued in the form of a check should the customer prefer. Then he can use those funds at a retailer of his choosing. The customer may e-mail Consumer Advocate ******************** at ********************************************* regarding replacement.Payment is subject to 30 days processing from the date of acceptance.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 03/23/2023

  [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:03/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I will start that our microwave has been fixed already in 2021. In March 2022, it broke again. We filed another claim. We waited many months because they could not find someone to come out to look at it or we had people no show. They closed the claim due to inactivity. In August, I found out they closed the claim and reopened it. Again we waited for it to be reassigned. Let me remind you that we would take off work because companies would give you an 8-5 window multiple times. Someone did finally come and they said it needed to be replaced. They told him they wanted him to fix it. He refused to come back because it needed to be replaced. So they reassigned it. Someone came 3 weeks ago and ordered 4 parts to try to fix it. He came today and tried and it still does not work and told them it needed to be replaced. They told him he is no longer assigned to the claim and to leave our house. The amount of time we have spent on the phone, taken off work, and the gray hairs I have is ridiculous. We just want a working microwave. We pay for this warranty and they are not meeting their end. It has been over a year now without a microwave and now we have to wait for another person to come. This is not okay and we have lost a lot of money with work and our time.

  Business Response

  Date: 03/22/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the microwave claim (claim no. 4447215). 

  Our most recent records indicate that *** has approved replacement with a buyout of $403.

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

  The customer submitted an appeal, and a Case Manager has been assigned for appeal handling.  The customer has the option of contacting the Case Manager, **************, directly at ************************, or they may schedule an appointment with the Case Manager via Calendly. 

  HWA requests this matter be closed. 

  Sincerely,

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

   

  Customer Answer

  Date: 03/22/2023

  
  Complaint: 19624652
  
  I am rejecting this response because:
  
  First, they sent that today because you contacted them. Second, Our microwave is a ******* microwave unit and needs installed and they want to give us a ****** Lowes gift card. I have a meeting with a case manager tomorrow. 
  
  Regards,
  
  *********************

  Business Response

  Date: 03/28/2023

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

  Our most recent records indicate that the customer submitted an appeal, and it was explained by the Case Manager that the policy does not account for brand nor retail cost of replacement and therefore the amount cannot be increased.
  
  Nevertheless, as a goodwill gesture, CHW is pleased to offer the customer a buyout increase from $403 to $1,200.  Should the customer wish to accept, they may contact the undersigned at *******************************************.  Upon acceptance, a check will be issued to the customer within 30 days.
  
  Sincerely,
  
  ************
  Consumer Advocate
  

  
  

  Customer Answer

  Date: 03/28/2023

  [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:03/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a claim with homewarrentyAmerica back in September of 2020 for my dryer as it was not working they sent a ***** service technician out Both me and the service technician called for 2 hours straight trying to get help with the claim as the technician was not able to file it online I had to pay $300 out of pocket I called homewarranty of America was told I would be reimbursed was never reimbursed I followed up multiple times I was then told they paid ***** and ***** would reimburse me even though they knew I had paid ***** the entire bill **** it is March of 2023 I have never received a Is Reimbursement check from anyone Last night when I came home from work I had no heat was 17? outside I called Home warrenty of America filed the claim was told I would hear from someone within 6 hours I heard from no one I called back the only people available were for sales or a new claim I chose the new claim option I was then told a different story and that it would be within the next 24 hours I would hear from someone still have yet to hear from anyone again having to pay out of pocket do not waste your money buyer beware I paid for the diamond package and have paid out for all claims oop.

  Business Response

  Date: 03/23/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dryer and heating system claims (no.: *******; 7812411).
  
  Dryer (no.: *******)
  On 9/9/22 the customer indicated that *********************** reported to her home on 9/8/22 and completed the repairs. However, *** did not receive any diagnosis nor authorize any repairs. The customer also stated that she paid the technician directly and inquired as to how she would be reimbursed. On 9/10/22 HWA spoke with *********************** and they stated that no money was collected from the customer. The customer was still not satisfied and reached out regarding her reimbursement on 11/4/22 and 12/5/22. HWA has no record funds were paid directly to *********************** from the customer and they confirmed that no funds were collected.
  
  Please have the customer submit proof of payment to Consumer Advocate ******************** at ********************************************* for further claim review.
  
  Heating System (no.: 7812411)
  On March 18, 2023 the customer reported there was no heat and the furnace would not come on. *** assigned Buckeye Air Conditioning & Heating and an appointment was scheduled for 3/19/23. However, the technician reported to HWA that the customer no longer needed their service as she already had it taken care of. However, *** did not authorize the customer to use her own technician and submit for claim reimbursement. 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.
  
  On 3/20/23 the customer spoke with a Case Manager regarding her dissatisfaction. *** agreed to evaluate an itemized paid invoice for further review. The customer will need to submit her technicians diagnosis and the invoice via our claims portal at www.hwaclaims.com.This information was also sent to the customer via e-mail today from her Case Manager.*** is pending the requested information at this time.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 03/23/2023

  
  Complaint: 19618079
  
  I am rejecting this response because:
  They actually sent ***** for dryer repair I submitted the reciept for repair the technician and I both tried contacting hwa for two hours technician tried multiple times to submit online . In regards to the furnace I had no heat was told I would be contacted within 6 hrs did not happen I had no choice but to get someone out otherwise I would have had to pay for a hotel and I know *** wouldnt reimburse for that. They did email about trying to reimburse for heat i sent both detailed receipts showing as paid to ***. They told me in regards to dryer claim was over 7 months even though I did submit proof of payment and called multiple times.
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 03/24/2023

  **********************,
  
  The customer stated, They actually sent ***** for dryer repair I submitted the receipt for repair The invoice the customer submitted is dated 3/21/23 to ************* Plumbing Heating and Air. The customer claims that she paid *********************** last year. Please have the customer submit the correct invoice for further claim review.  
  
  As for the heating system claim, the customer completed the repairs without HWA approval. Per **************** (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.
  Nevertheless, due to the customers continued dissatisfaction HWA will offer partial reimbursement in the amount of $135.00. The customer may contact Consumer Advocate ******************** at [email protected] are mailed in the form of a check and subject to 30 days processing from the date of acceptance.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cannot get a satisfactory response from the company about repairing my HVAC system. Ive been told repair is the only option one time and replacement is ok the next time. There is no process to escalate to a supervisor. Authorizations will not speak to customers only technicians. In the mean time Im with out heat.

  Business Response

  Date: 03/20/2023

  Dear April V.: 

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 7745232). 

  On March 13, 2023, the customer placed a claim for the heating system stating that the furnace is leaking carbon monoxide.  HWA dispatched ********* LLC to the customer's home to submit the diagnosis.

  Upon inspection, *** approved replacement of the inducer motor, flu collector box, and heat exchanger and provided the technician with an authorization to cover the cost of repair in the amount of $2,590.25.  

  On March 15, HWA corresponded with the customer stating, "After further review of your claim, we have authorized the technician to move forward with the repair of your system. Please contact the technician to schedule *********** appointment." 

  Later that day, the technician reported that the parts are listed on backorder. HWA indicated to the technician that the parts are available online and provided the technician with alternate suppliers.  At this time, parts are on order and the technician will schedule repair completion upon receipt of the parts accordingly.  

  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." 

  Additionally, *** advised the technician that if the customer would like to use the authorization and apply the funds towards the cost of replacement they may do so, however the balance for replacement would be the responsibility of the customer 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." 

  Should the customer wish to apply the funds towards replacement, they may contact the undersigned at ******************************************* to confirm their decision and the technician will proceed with system replacement.  

  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:03/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reported that I refrigerator had stopped working, they sent a repair man on the 3/7/23 they said it would take upto 72 hours for a response in regards to the repairs. So I called them after the 72 hours, no update, need to wait another 48 hours for an update. I Called after the 48 hours, and they told me by COB on 3/15/23 that I would have recieved a response from the claims in regards to a replacement refrigerator. Still no update..so I called back again today and they said that there are no supervisors to talk to and I would have to wait another 48 hours for a repsonse. I can't wait 2 or 3 weeks for a refrigerator, it's one of those necessities that pretty urgent. I'm tired of dealing with these guys and I'm paying over 700 a year for their s***** service.

  Business Response

  Date: 03/24/2023

  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 HWA approved replacement of the refrigerator with a buyout of $986.  

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

  The customer has the option of accepting the buyout via the email correspondence received and a ****** eGift card will be issued within 30 days, or they may decline the amount and a Case Manager will be assigned for handling. 

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

  Sincerely, 

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

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Warranty company installed incorrect water heater in my house and nearly caused my house to explode. I called in January for a new water heater, they came out and fixed it but it kept going out again. The tech came back out one time and said it was a bad ignitor and he replaced it. 3 weeks later it went out again and he refused to come out to fix it. *** wouldn't schedule a different company to come out bc they didn't want to pay someone else. Meanwhile my home has no hot water with a 2 year old and a pregnant wife. Only way to get hot water is to spend a few min trying to re-ignite the pilot and hope it last long enough to take a shower. One morning I went down to re-light the pilot and the whole thing exploded on me and burnt my arm as well as caused the doors upstairs to slam shut and obviously scared the heck out of my wife and son. Come to find out on my own not from them is that they installed a natural gas water heater and not a propane water heater. It says right on the tank that this could cause an explosion and serious safety issue. To this date they still have not fixed the issue and I had to pay another company to come out and fix asap. This is extreme negligence on their part, this could of burnt down my entire home and I still can't even get anyone on the phone from them. I have made several calls to a case manager and the only way to speak with one is to schedule an apt 2 weeks out. This process started in early Jan and they still have not resolved it. This brief summary does not describe everything that I have been dealing with with them. I paid have paid over $2000 for this water heater as well as suffered harm both mentally and physically. When I told they put the wrong tank in and the house almost blew up they did send someone out right away or have a manager call me right away. They sent a tech a week later and then told the tech I need to call the manufacture to get a new one for him to install. My next step will be taking legal action!

  Business Response

  Date: 03/22/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their water heater claim (no.: 6780474).
  
  We sincerely apologize for the error in TwinsHome Decent Building Contractor LLC installing the incorrect unit. Our most recent records indicate that an e-mail was sent to the customer yesterday from Consumer Advocate ******************** *********************************************** requesting a copy if the itemized paid invoice for further claim review. Consumer Advocate ****************** also spoke with the customer yesterday as well.
  
  *** is pending the requested information from the customer at this time to review for reimbursement.
  
  Thank you,
  
  ********************
  

• Initial Complaint

  Date:03/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a claim to Home Warranty of America (HWA) regarding my Whirlpool refrigerator/freezer. The refrigerator was not cool, freezer was not frozen. Food was starting to rot. A loud clicking noise could be heard from the unit at various times. On Monday, March 13, a technician from ***** arrived for service. His name is *****, contact *************. I paid $100 for the service fee. My yearly fee to HWA is nearly $600. It states that any time I make a claim, I owe $100 automatically to the service technician. They diagnose and fix these problems if they can. After clear inspection, he explained that the unit was unserviceable. It was leaking Freon from a coil in the freezer and a small pinhole leak underneath the unit. With two Freon leaks, the cost of labor and part, it far exceeds the appliances value. Conclusion: New refrigerator/freezer ASAP and it was up to HWA to procure, deliver and install the unit. I called *** and gave them my personal info, and began to explain to their employee what occurred. Before I had finished 1 sentence, she told me you voided your warranty. I asked her to explain how. She says that the warranty does not cover damage. That seems incredibly untrue and very vague. After being accused of lying, while being lied to, I told her to put me in contact with a supervisor. He sent me an email link to appeal. The technician told me this was a very common issue and a product of wear and tear. The woman who heard my appeal, yesterday, March 14, was unreasonable and obviously already had made the decision that they would intentionally lie and cheat me out of a vital appliance they are required to provide under contract. She refused to contact the technician, had no pictures, only the report he sent both of us. On repeat, she echoed damage is not covered. If any item is not performing as it should, I would consider it damaged. Their definition of damage is unlike anything Ive heard. This is a total scam. SCAM! Thanks for the time.

  Business Response

  Date: 03/16/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 7670481).
  
  Based on the diagnosis received from *********************** it was determined that that the condenser and evaporator were physically damaged and loosing refrigerant. Per section Limits of Liability (6), We are not responsible for consequential or secondary damages. This includes, but is not limited to, repair of conditions caused by any of the following: chemical or sedimentary build up, insect infestation, mold, mildew or bacterial manifestations, misuse or abuse, theft or vandalism, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, intentional acts, riot, lightning, mud, earthquake, soil movement or settlement, storms,accidents, pest damage, Force Majeure events (as defined below), failure due to excessive water pressure, or any other perils not considered loss or damage due to normal wear and tear.
  
  A claim determination letter was sent to the customer with the option to appeal and he did. On 3/14/23 the customer spoke with a Case Manager regarding his dissatisfaction. It was explained to the customer that there was a pinhole leak in the condenser and the evaporator was cracked. Therefore, according to the user agreement HWA does not cover for consequential or secondary damages.The customer then requested to cancel his policy (IL03-SA01710899). *** honored the customers request and the policy was cancelled. As the customer was a monthly policy holder and did not prepay for coverage, there was no refund due at cancellation.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 03/16/2023

  
  Complaint: 19602067
  
  I am rejecting this response because:
  
  It is completely untrue. There was no damage caused by any person or event. As the repair stated to me several times, this is due to wear and tear. He said this is quite common. This business had already made a determination they would abandon me if a new unit was required. The repair man laughed and said its not possible for a person to do that. They are therefore responsible. He told he their denial of my appliance is wrong and they are lying. The entire company does. They cover broken units but not damage. That is the stupidest thing I have ever heard. When a part breaks, that is the issue. Damage is the result of the broken item. They lie to everyone. They can point to a bunch of jargon and ******** in their fake warranties, but this issue, is on them. It is now and always will be until they pay retribution. HWA is most likely connected to the **** regime in ****** and supports an invasion of a sovereign independent nation. They use propaganda and lies to spread misinformation. They need to be stopped and held accountable. Otherwise, they will continue to manipulate through false narratives. HWA lied to me from day one. Abandoned me after four years because they were going to have to shell out some $. They are a domestic terrorist enterprise that steals from their own customers and their traditional continues

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

  Business Response

  Date: 03/20/2023

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

  The customer's claim was denied based on **************'s findings. The physical damage with the condenser and evaporator are not covered under the current user agreement (LOL 6). The customer also cancelled his coverage and is no longer an active policy holder with HWA. 

  There is no further action that HWA can take at this time. We have complied in full with the terms and conditions of our contract. The customer refuses to do the same. Since the customer wishes to escalate this dispute, he needs to follow the procedure for Resolution of Disputes outlined in his contract.

  Thank you,

  ******************** 

  Customer Answer

  Date: 03/23/2023

  
  Complaint: 19602067
  
  I am rejecting this response because:
  
  The issue with my refrigerator unit is covered under a warranty from Home Warranty of America. The repair man says it is leaking Freon. He said this is caused by wear and tear. He explained that this was one of the most common problems with a Whirlpool refrigerator of this age. Repair costs and labor exceed the value of the appliance. He wrote in his report that I needed a new unit. He forwarded the same email to me and the liars at HWA. He said it was no fault of anyone, simply appliance failure. He did not take pictures because he said you cannot see the leaks, and where they are located, it would be almost impossible for someone to even do this. 
  

  When I contacted HWA, I was cutoff immediately before I had even finished a sentence. They determined extremely quickly, without a doubt, that this was damage from me or someone else. *** says they do not cover damage. Only wear and tear. Thats exactly what the professional technician from ***** stated. They refused to contact him, and told me my contract was void because of damage. I appealed and talked to a supervisor, and she was even worse. She claims in her 5+ years working for HWA, she has never seen or heard of *************. Its impossible to even reason with this company. Their history of unethical and illegal behavior was and still if extremely evident. The entire reason I pay $600 a year, plus $100 for a service call is to have the warranty and peace of mind if an appliance goes down. They will only dish out service for repairs in the $100-$400 range. Ive been told by several repair companies and online that if your appliance breaks completely, they will void your contract right then. Thats exactly what happened. I cannot sit here and have one of the countrys largest warranty companies lie to me, accuse me of something I didnt do, and refuse to pay a dime. There trend is getting out of control. It really hurts the property owner who makes roughly $50k per year vs. a lying cheating company worth millions or more. 

   

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

  Business Response

  Date: 03/24/2023

  **********************,
  
  Based on our technicians findings there was a pinhole leak in the condenser and the evaporator was cracked. The user agreement does not cover for consequential or secondary damages (LOL6). *********************** did not report that the customer needed a new unit. The technician recommended replacement of the condenser and the evaporator.
  
  Additionally, the customer did not provide any supporting documentation to support his position that the unit failed due to normal wear and tear. The customer also had the opportunity to appeal. However, as he was dissatisfied with the outcome of his appeal, he cancelled his coverage. *** has no new information to provide at this time.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************   

  Customer Answer

  Date: 03/25/2023

  
  Complaint: 19602067
  
  I am rejecting this response because:
  
     I have contacted the repair company and they will send me the email from the technician. He never used the word damage in his report. Damage was the word discussed repeatedly by ***. They could not stress enough how damage was not covered. Only wear and tear. After being told I would be placed on a 3-way call to include HWA and the technician, this never occurred. Despite my numerous attempts to have HWA contact the technician, they refused. I included his name, company and phone number, but was told the report told the story. 
  

  The lies, the inconsistencies and ever changing story from *** has become downright embarrassing. They contradict themselves with each word they type. They say I did not appeal. I appealed that day, March 13. The following I was accused of lying and damaging my appliance. The report says specifically, unserviceable due to cost. Customer needs to contact ********************** company about replacement unit. The amount of money to spend on time and labor would far exceed that of a new unit he told me via phone. He said he was willing to speak to anyone willing to listen. He said *** is lying. Flat out. They always do this. 
  

  I have done everything on my part. I appealed while I was still under contract with ***. My annual contract with them was to renew within days of this dispute. After being lied to at every level, and being told my warranty was void, I told them to remove me as a customer. Why would i spend another $600 annually to a company who just deserted me when I made a claim they knew was valid. I appealed to them, then to the Better Business Bureau. The BBB representative told me to contact their headquarters. She said they receive reports from customers like me daily concerning HWA. I was a loyal honest customer for 4 years. A ********************** company who refuses to uphold their end of the bargain is once again shown their true colors. Thank you and I will forward the technicians report. So it can be viewed as he diagnosed it. Not the ever changing saga and ******* is trying to hide 

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