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:03/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I came home to sewer water backing up out of my toilet and all over the floor in one bathroom and into my tub in another bathroom. I immediately called a plumber and called the warranty claim department. I was transferred back and forth and was constantly talked over to even explain why I was calling. Finally, I got someone on the phone and she told me they would not cover it without because it was not approved first. I told her that it was an emergency and she kept repeating what the "contract" states. I told her I understand that and asked if I could speak with a supervisor. She kept telling me the supervisor is going to tell me the same thing. I told her, I would like to speak with a supervisor and she refused to transfer me.

  Business Response

  Date: 03/14/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding her plumbing system claim (no.: *******).
  
  The customer contacted ******************** on 3/13/23 and indicated that she had an emergency with her plumbing system. Additionally, she hired her own technician who completed the repairs and requested to be reimbursed. Please be advised that *** is not an emergency service. Per section **************** (1) of the user agreement, You must notify Us as soon as a problem is discovered. The customer did not notify HWA of the problem until after it was repaired.  
  
  It was explained to the customer that she was not eligible for reimbursement as she completed the repairs without HWA approval. Per section **************** (2) of the user agreement, We will not reimburse for services performed without prior approval. Please be advised this claim (no.: *******) has been closed. There is no reimbursement due to the customer at this time.
  
  HWA requests this mater be closed.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with *** on February 28th about a water leaking from the main water line in my basement and it has been 2 weeks I call every other day to speak with a manager about my issue and whats the problem with them sending someone to service me. Every time I call they say please give us one more day and its been *************************************************** my areas and they have no wait time so why do I have to do a job I pay you for. I been with this company for 3 years and this is making me not even consider renewing my yearly plan with them I need help asap but I cant get it every time I say I need management they never ever call

  Business Response

  Date: 03/15/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no.  7567497). 

  Our most recent records indicate that the claim has been assigned to Comfort Control Heating and Cooling with an appointment scheduled for today, March 15, between the hours of 11-3PM. 

  HWA will issue the claim determination upon receipt of the technician's diagnosis accordingly.

  Sincerely,

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

• Initial Complaint

  Date:03/09/2023

  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.

  Filed a claim that was excepted by the Home Warranty of America. Their terms and conditions state a technician will be assigned in 48hrs, I am over 3 weeks without a technician. I have called them on 5 occasions to get help and try to escalate my issue. I have asked to speak with a supervisor 3 times every time they offer a call back and no one calls back. I purchased my warranty on 11/29/2022 it is good for 12 months

  Business Response

  Date: 03/13/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 7312884). 

  Our most recent records indicate that the claim has been assigned to Air Wolf with an appointment scheduled tomorrow, March 14, between the hours of 11-3PM. 

  HWA will issue the claim determination upon receipt of the technician's diagnosis. 

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 03/15/2023

  [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:03/08/2023

  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.

  -February 6 2023 my water heater broke down (25 years old) so I opened a claim with Home Warranty America. Claim number *******. -February 11 *** found a plumber and made the appt. for Saturday Feb 11. On the day of the appointment nobody showed. Appt. reschedule for Monday Feb 13. ******* came and the following day sent out the report to *** explaining that the unit needed to be replaced because it was too old. *** asked for additional information and after few days of silence the plumber disappear.-February 20 my claim has been reassigned, New appt with new plumber made on Feb 21st. On the day of the appointment nobody showed up. Called ***, they told me that appt. has been canceled because the plumber only serve Corona area and I am in Corona Del Mar, the plumber don't serve my area.-February 24 my claim has been reassigned. Appt. with new plumber has been made on Tuesday Feb 27. Plumber check water heater. Sent report to *** saying that the whole unit needs to be replaced because too old, they won't guarantee that the replacement of just the part will be enough.-March 1 *** approved only to replace the part (no the whole water heater). I call the plumber and they sent another report to *** recommending the unit replacement. I call the *** telling to review the report. They told me they would escalate the claim and they would wait for their technician to review the claim and eventually approve the unit replacement.-March 2 I call *** for update. They told me the same thing, they received a new order from the plumber for replace the unit and to call them back in 24H.-March 7 I call *** for update. They told me the same thing and to call them back in 24.-March 8 I call *** for update. I spoke with a very rude customer service representative. He would'n let me finish to talk. His name's *****, ID number ****. He told me they never received anything from the plumber for a unit replacement and they anyway will replace only the part. I ask to talk with a manager/supervisor and he refused.Very frustrating, I HAVE NOT HOT WEATER FOR A MONTH and I'm afraid once they replace the part the water heater won't work again and I have to wait one more month before they decide to change it.

  Business Response

  Date: 03/10/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their water heater claim (no.: 7283385).
  
  *********** reported to the customers home on 2/27/23 and CHW authorized the technician to replace the burner assembly. A repair appointment is scheduled for March 13, 2023 between 3:00PM 8:00PM PDT. Should the customer need to contact the technician directly he may be reached at *************.
  
  As for the customers request to replace the water heater,HWA has not authorized replacement. Per section Limits of Liability (9) of the user agreement, We have the sole right to determine whether any Covered Item will be repaired or replaced.
  
  As we have approved repairs and a repair appointment is scheduled, HWA requests this matter be closed.  
  
  Thank you,
  
  ********************  

  Customer Answer

  Date: 03/10/2023

  
  Complaint: 19558165
  
  I am rejecting this response because:

  HWA failed to send me a reliable technician who would be able to check the problem within 48H as they say in the contract point B. Section III Service Call - Under normal circumstances, We will dispatch Service Requests to an Authorized Repair Technician within 48 hours.

  The first Technician able to check the problem for real came to my home on Monday, February 27 which is 3 weeks after I called HWA notifying the problem. This means that weve been left with no hot water for 4 weeks and 4 days, meaning that for all this time we had to shower either with cold water or we had to drive to some friends house who kindly left us to use their shower. I refuse to be in the same situation again once the replaced burner will brake down or either wont work and wait a month before *** can solve the problem. The least HWA can do is guarantee that if the replaced burner will brake or either wont work because the water heater is 25 years old they will replace the water heater without making me wait for a month and I dont have to pay again 75 dollars call fee for a problem that never been fixed properly.

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

  Business Response

  Date: 03/14/2023

  **********************,
  
  The technician was authorized to replace the burner assembly.  The customer may contact the technician directly to schedule a repair appointment and he can be reached at **************.
  
  As for the customers request to replace the water heater, *** has not authorized replacement. Per section Limits of Liability (9) of the user agreement, We have the sole right to determine whether any Covered Item will be repaired or replaced.
  
  As this claim has been approved for repairs, this matter should be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 03/15/2023

  Complaint: 19558165
  
  I am rejecting this response because:

  They're response is a copy of what they sent on March 10!

  Just to make things even more clear how HWA operate: on Tuesday March 14th I called RM Plumbing because nobody came on Monday March 13th between 3pm and 8pm. They explained that they told more HWA that the burner needed to be order therefor they wouldn't be able to fulfill the appointment on Monday and they were not able to give a date until they got the burner. *** answer that they wanted to give a date anyway even if they already knew that the appointment wasn't possible. *** has absolutely no regards for they're clients giving away fake appointment dates.

  So I will keep rejecting it because *** failed to fulfill the contract point B. Section III Service Call - Under normal circumstances, We will dispatch Service Requests to an Authorized Repair Technician within 48 hours.

  The first Technician able to check the problem for real came to my home on Monday, February 27 which is 3 weeks after I called HWA notifying the problem. This means that weve been left with no hot water for 4 weeks and 4 days, meaning that for all this time we had to shower either with cold water or we had to drive to some friends house who kindly left us to use their shower. I refuse to be in the same situation again once the replaced burner will brake down or either wont work and wait a month before *** can solve the problem. The least HWA can do is guarantee that if the replaced burner will brake or either wont work because the water heater is 25 years old they will replace the water heater without making me wait for a month and I dont have to pay again 75 dollars call fee for a problem that never been fixed properly.
  Regards,
  
  *********************

  Business Response

  Date: 03/16/2023

  **********************,
  
  We have indicated the same response because the information regarding the claim has not changed. Since the customer does not agree with the authorized repairs, *** will offer our full cost(s) for repairs in the amount of $200.00 as an alternate resolution. Then the customer can use those to funds to pay a technician of her choosing to repair or replace her unit. The customer may e-mail consumer advocate ******************** at ********************************************* regarding the proposed offer.   
  
  This matter should be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 03/19/2023

  
  Complaint: 19558165
  
  I am rejecting this response because:
  Since at this point of time it took way too long to solve this issue its in my best interest to fix the water heater ASAP without any further delays meaning that I will wait for the burner replacement as HWA authorized.

  When the time to renew my contract with HWA will come I will take in consideration other options.

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

• Initial Complaint

  Date:03/07/2023

  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.

  February 14th our furnace went out. Home warrenty paid for new mother board and a new gas valve. Worked fine till the morning of March 2nd, it was out again. We called the warranty company again. they sent the same guy out. He told us he had to get an approval before he could replace the part. The next day he told us it wasnt covered because it was a power surge, and we have to pay him out of pocket to replace it. It just happened to be the brand new gas valve that he just replaced 2 weeks prior. We needed heat so we paid him $746.75. Since then we have contacted Commed and they said there was no known power surge on March 1st or 2nd. We did not have any disruptions in our clocks, nor our neighbors have any issues. I called the warranty company back to dispute it. They just say that thats what the tech says and so its not covered. I feel its a little fishy that a brand new gas valve goes out 2 in weeks. If there was some sort of defect on the valve or the tech didnt install something quite right, i dont know, but they just wash their hands of the situation. I would like to have the service covered. We've our premiums faithfully for years. Thank you

  Business Response

  Date: 03/09/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 7384776). 

  On February 14, 2023, the customer placed a claim for the heating system stating that the furnace is not heating. *** dispatched **** ******* Services to the customer's home to submit the diagnosis. Upon inspection, *** approved replacement of the circuit board. 

  On March 2, the customer contacted HWA requesting additional service as the system is heating properly. As such, *** issued a recall in order for the technician to return to the customer's home and reinspect the unit. Upon further inspection, the technician indicated that the gas valve requires replacement due to power surge. 

  HWA issued the claim determination stating, "It has been determined that due to a recent electrical surge, the gas valve has shorted out and has failed, and is now in need of replacement. Please refer to your terms and conditions section Limits of number 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..."

  The customer appealed the determination, and it was explained that the policy only covers for normal wear and tear, and therefore the claim will remain non-covered. 

  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, 

  The HWA Team 

• Initial Complaint

  Date:03/06/2023

  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.

  This issue started on February 20th, 2023 when I submitted a claim for my fridge not cooling. *** is having trouble getting a technician out to my house. I got an appointment scheduled for a week out for the issue but this was too long of a time to wait. I cancelled that appointment and hired my own technician to come out to my house. I filed a claim with *** for this work but the technician cannot resolve this issue because of the cost. You need to replace the fridge. I talked with *** and they did not accept this and said they need to send out one of their technicians to diagnose it. They found a technician over an hour away. The technician diagnosed the issue the same as the first tech. The tech will not do the repairs because of how expensive the parts are, and the technician does not trust that *** will pay him in a reasonable time. So the technician released the ticket and we are still waiting on getting a new technician assigned. I have called around to more than 5 local repair companies and they refuse to work with HWA because of not being paid properly. It is 3/3/2023 and I still do not have a fridge working in my kitchen. All I am asking for is a reasonable amount of money instead of getting the fridge repaired. I have called every other day and they always say, "You have to wait 24 hours for dispatch to assign a tech. This is already escalated. " I received a voicemail from a supervisor with the general number to call back. I called the number and they are unable to transfer to the supervisors. Please help! Its almost 2 weeks without a fridge and I am hoping someone will at HWA will look at this.

  Business Response

  Date: 03/10/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 7470552). 

  On February 20, the customer placed a claim for the refrigerator stating that it will not cool properly. CHW offered the customer the option of the Claim Reimbursement Process which allows the customer to use a technician of their choosing to submit the diagnosis for claim evaluation, which the customer accepted. 

  Upon receipt of the technician's diagnosis, CHW determined that the failed part(s) are covered under the manufacturer warranty and requested a breakdown for the cost of labor, however the customer indicated that their technician was unable to complete repair. 

  As such, CHW returned the claim to dispatch and assigned the claim to Royalty Appliance LLC. Upon inspection, CHW approved repair, however the technician requested to be removed from the work order.  

  Our most recent records indicate that the customer had an appointment, yesterday, March 9, with Used Appliance Superstore.  At this time, CHW is awaiting receipt of the technician's diagnosis in order to complete claim evaluation. Once claim evaluation has been completed, CHW will correspond with the customer via email regarding claim outcome.  

  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, 

  The CHW Team

  Customer Answer

  Date: 03/13/2023

  
  Complaint: 19533158
  
  I am rejecting this response because: the issue is not resolved. The technician that came out to my house diagnosed the fridge with the same issues. This new technician is declining the work also. The technician is not certified to replace the refringent and Home Warranty of America is not paying enough to do the work. Why am I receiving technicians to my house that are not qualified? This is a reason why someone would purchase a home warranty.

  I have been working with the resolution team on this issue because the general customer service agents have lied. The general customer service agents say they have placed calls to the technician but in reality they did not call. I talked with someone on the resolution team and they said there was no contact with the technician from the general customer service agents. I have got to the point with the resolution team that they transfer me to an extension that does not have voicemail setup and the call drops. Extremally frustrating when you are on the phone for more than 1 hour. 

  I understand why no repair technicians in the Chicagoland area work with Home Warranty of America. It is not worth the money to deal with the headache. One technician said they make the claim process so unbearable complicated so the customers will not put a claim in and just pay for the repairs out of there own pocket.

  I am on the phone with Home Warranty of America now and just got news that my claim is being assigned to a new tech. The best part, I have paid more than one deductible. Hopefully the 4th tech will be able to complete the work and I do not have to pay another deductible. 

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

  Business Response

  Date: 03/15/2023

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

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

  Our most recent records indicate that *** has removed the claim from dispatch and in goodwill, has issued a free service call fee to the customers policy.

  In addition, CHW has offered the customer reimbursement up to $984 for replacement of the refrigerator upon receipt of a paid invoice/receipt of purchase.

  The customer may provide the paid invoice to Consumer Advocate, ************ at *******************************************.  Upon receipt, a check up to $984 will be issued to the customer within 30 days.
  
  Sincerely,

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

  
  

• Initial Complaint

  Date:03/05/2023

  Type:Order 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.

  Policy IL03-SA01842398, Claim# *******,issue reported electrical system, opened on February 24.Dear BBB Team, please help us to encourage *** to fulfill its obligations under the existing contract. After the claim was submitted, we only heard from them when received HWA reimbursement process, which basically means that we have to find the electrician ourselves, pay out of pocket, and wait for the reimbursement. That wasn't the procedure that was offered when we signed the contract.I called them on Monday,Feb.27 and asked about the progress with our claim, and they said that no progress has been made,and the person over the phone agreed that the reimbursement option is not obligatory for us to follow, the person over the phone wasn't able to answer any questions about the time, day, etc. when *** will provide the required under the contract service. Today is March 5, and we still don't have electricity in two rooms, and nobody from HWA has contacted us with any updates.

  Business Response

  Date: 03/09/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the electrical system claim (claim no. 7535268). 

  Our most recent records indicate that the claim has been assigned to ******************* with an appointment scheduled for March 12, between the hours of 11-3PM. 

  HWA will issue the claim determination upon receipt of the technician's diagnosis accordingly. 

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 03/13/2023

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

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid my fee for this home warranty and they are not complying with resolving my claim. their customer service doesn't help, they just tell me over and over to wait 24 more hours. I have paid ****** plus $100 for a service call of a company of their choosing and I have no resolution. the customer service cannot transfer you to a manager or do anything for me as a customer. I read many reviews on this company since I put in my claim on 2/19/2023 and it seems that this is what they do all the time. Now I can't even talk to someone so I can cancel my service and request a refund. I want nothing to do with this company, I want a refund of what I have paid for this new policy which started last december to date plus the $100 I paid to the person they send to "work" on the washer machine.

  Business Response

  Date: 03/07/2023

  **********************,
  
  Home Warranty of America (HWA)apologizes for any frustrations the customer may be experiencing regarding their washer claim (no.: 7459563).
  
  Based on the diagnosis received from *********************** it was determined that the washing machine had a failed door and lock and need to be replaced. Per section Limits of Liability (2), We are not responsible for repair or replacement of a system or appliance lacking a visible Model or Serial Number.
  
  A claim determination letter was sent to the customer with the option to appeal and she did. Our most recent records indicate that the customer spoke with a Case Manager today (3/7). She stated that she has the current model number and serial number of her unit. The Case Manager advised the customer to submit the photographs for further claim review. HWA is pending the requested information at this time.
  
  In regards to the customers request for a refund of the service call fee, per section **************** (3), You must pay the Trade Call Fee for each Service Request in advance of any Services being scheduled. The Trade Call Fee applies to each Service Request dispatched and scheduled, including but not limited to those Service Requests wherein coverage is deemed excluded or denied under Your Contract. Therefore, there is no refund due to the customer.
  Per section Cancellation, if this Contract is cancelled after 30 days from the Coverage Period Start Date, You will be entitled to a pro rata refund of the Contract Fee You paid for the unexpired term, less any actual Service costs incurred by Us and an administrative fee of the lesser of $30 or 10% of the Contract Fee.
  
  Should the customer opt to cancel coverage, there is no refund due at cancellation. The customer is a monthly policy holder and did not prepay for coverage.
  
  Nevertheless, due to the customers dissatisfaction HWA will offer to refund one month of the paid policy premium ($61.35). Should the customer wish to cancel and accept the refund offer she may e-mail Consumer Advocate ******************** at *********************************************.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:03/03/2023

  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.

  On Friday morning of 2-24-23 we discovered we had no hot water. I inspected the water heater and it was cold, not running, and the drip pan underneath was full of water. I filled a claim with Home Warrantee of America (HWA) within an hour and received a email notice about an hour later that they would assign a serviceman to come inspect the unit. The next day Saturday 2-25-23?received an email notice from *** saying they had assigned the service to Top Flight Handyman and my appointment with them would be between 3pm and 8pm on Wednesday March 1, 2023. A six day wait. On March 1st 2023 sometime after 3pm the service man from Top Flight call saying he wasnt sure when he would be at my house that day. I asked him to call me when he was going to come to my house. By 8pm that evening I had not heard a word from him. So I started calling him at 10 min. Intervals. Finally on the fourth call he answered and said he wouldnt be coming there that evening. He never called me. I had to call him. We did agree for him to come to our house at 8 am the next morning. The next morning Thursday March 2, 2023 he determined that the water heater would need to be replaced. He called in a claim to *** and said we would have to wait on them to approve it before we could move forward. Within an hour I received an email notice from HWA and a phone call saying the service call had be canceled by Top Flight Handyman and that a different *************** would need to be scheduled to come out and inspect the water heater even though it had already been inspected.So here I am, Friday March 3, 2023, 8 days and have not heard a word from HWA. Eight days without hot water. No serviceman scheduled, no emails, just a run around. I am filing a claim with the ********************************************* who regulates home warrantees in *****.

  Business Response

  Date: 03/03/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their water heater claim (no.: 7520676).
  
  On February 24, 2023 the customer reported that there was no hot water coming out of the faucets or shower. Additionally,that the pan underneath was full of water. *** assigned Top Flight Handyman and he reported to the customers home on 3/2/23. However, due to unforeseen circumstances the technician was unable to complete the work order. As a result, the claim was reassigned.
  
  Our most recent records indicate that an appointment is scheduled with The Water Heater Guys for Monday March 6, 2023 between 7:00AM 11:00AM CST. HWA has also waived the service call fee. Notification was sent to the customer today 3/3/23 advising of the new appointment. Should the customer need to contact the technician directly he may be reached at **************.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:02/28/2023

  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.

  Policy #: IL03-SA01724174 Claim #: ******* No payout of approved claim. CHOICE WARRANTY HAS BOUGHT OUT THIS COMPANY. Called both companies several times with same response. Our check is being mailed. We had to seek out our own plumber after waiting a month on plumbing leak. This appears to be fraud and criminal charges should be filed against both companies. We have paid monthly to HWA for a home warranty. They owe us reimbursement on our approved claim.

  Business Response

  Date: 03/01/2023

  Dear **********************:
  
  Please note this complaint was answered under Complaint ID ********, which was originally filed under the Choice Home Warranty (CHW)portal incorrectly as the customer is a policyholder of ******************** (HWA).
  
  We ask this complaint be closed as a duplicate and all further responses or rejections be attached to the original complaint accordingly.
  
  Thank you,
  
  The HWA Team

  Customer Answer

  Date: 03/09/2023

  
  Complaint: 19504196
  
  I am rejecting this response because:
  
  *** SOLD TO CHOICE HOME WARRANTY. I SUBMITTED A CASE AGAINST HWA online with BBB. We had an approved claim and we never received reimbursement. Our bank has instructed us to file fraud charges with them in order to be refunded for debited amounts they took out of our account. HWA has complaints everywhere and have closed social media accounts. We are owed a check from them. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 03/10/2023

  Dear **********************: 

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

  On February 24, HWA authorized payment to the customer in the amount of $215.08, however the customer processed a cancellation of their policy on February 27, and therefore payment could not be processed as the customer's policy was no longer active. 

  Nevertheless, *** has reprocessed payment to the customer in the amount of $215.08 accordingly.  The check will be mailed to the mailing address on file. Should the customer wish to provide an alternate mailing address or request status of the check, they may contact Consumer Advocate, ************ at *******************************************. 

  Sincerely, 

  The HWA Team