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:02/28/2023

  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 called HWA regarding the failure of my gas powered water tank heater. It costs $100 for a service call each time. The plumber noted the issues and stated he had to order parts. I have been without hot water for two weeks. HWA will not cover parts that are required to resolve the issue. They stated that although the parts must be ordered and replaced in order to fix the problem, the parts did not "fail" and would need to be covered by me. A $345 costs on top of the the $100 service fee.Does this make sense? They will fix the problem but not pay for parts that are required to fix the problem? This is a complete sham. Everytime we have called it has been a person overseas that does not care about the fact we are a family of 5. 3 young children would need showers. It has been two long weeks. Let's see how much longer it will take. I will update this post as the issue progresses.If you are buying a home then I recommend you insist on another home warranty company. Do not use HWA.

  Business Response

  Date: 03/01/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 7413528). 

  On February 15, 2023, the customer placed a claim for the water heater stating that there is no hot water. *** dispatched New Era Plumbing to the customer's home to submit the diagnosis. Upon inspection, the technician reported a failure to the control valve.  

  HWA approved repair and advised the customer of non-covered charges in the amount of $345 to account for modifications and/or upgrades necessitated by repair of the unit.  

  As per section 4 of the policy Exclusions, "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." 

  The customer appealed the determination and was advised that there are additional parts required for repair which are modifications required with replacement of the control valve.  HWA does not cover for upgrades and therefore in order to proceed with repair, they must agree to pay the non-covered charges.  

  On February 27, the customer agreed to the non-covered charges.  At this time, the customer should await contact from the technician in order 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, 

  The HWA Team 

   

• Initial Complaint

  Date:02/27/2023

  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.

  My issue is aganist Hwa and choice warranty. I called on 2/27/2023 to file a claim for my washing machine not working properly. The representative I spoke with to file the claim came back on the line to say my washing machine was not covered. I asked how is that possible and who changed my policy because I have been under the same pilolicy for over 5 years and my policy has been on auto renewal yearly with auto draft monthly from my account. I was also able to file a complaint at this location over a year and a half for washing machine service repair which was done with no issue. I was transferred to choice warranty side for assistance with finding outbhiw the policy was changed but was told I need to speak to Hwa side. I was given the wrong number several times to reach someone for assistance I was transferred back and forth between Hwa and choice warranty 5 times with no one help me with the issue. I even got hanged up on by one of choice warranty representatives name ******** at 4:10 etc on 2/27/2023 because she did not care that I told her I was transferred 5 times and the number I just dial told me it was directing me to Hwa customer service but still end up on choice warranty side. I need help with who removed my washibg machine coverage on policy with Hwa and getting it added back along with getting them to send someone out to look at the washer.

  Business Response

  Date: 03/01/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: IL04-SA00194080).
  
  We also apologize for the error in the customers coverage. The obligor at the time of the contract confirmed that in 2017 the customer added washer/dryer coverage. HWA has updated the customers current policy and washer/dryer coverage has been added. The customer will now be able to place a claim for her washer.
  
  Consumer Advocate ******************** e-mailed the customer today to advise that the coverage was added and she can proceed in filing her washer claim.
  
  *** requests this matter be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 03/10/2023

  
  Complaint: 19508047
  
  I am rejecting this response because: I am still not able to get my washing machine mixed. The tech came out I paid the ****** deductible and Hwa has not approved for thr work to be done and no one seems to be able to assist when we call in for assistance.
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 03/14/2023

  **********************,
  
  HWA authorized the technician to replace the suspension and authorization was sent to him on 3/10/23. A repair appointment is scheduled with *********************** for Thursday March 16, 2023 between 8:00AM 5:00PM CST. Notification of the repair appointment was sent to the customer today (3/14). Should the customer need to contact the technician he may be reached at **************.
  
  As the technician has been authorized and a repair appointment is scheduled,HWA requests this matter be closed.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:02/27/2023

  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 2/6/23, I filed a claim because our hot water heater was leaking all over our garage. On 2/7/23, they sent out a plumbing company to do an inspection. We were told on 2/8/23 that the hot water heater would be covered but the expansion tank and ball valve would not be and that our cost would be $690 (in addition to the $100 we already paid the plumber). We called *** to question this and spoke with ***** (manager) and she said she would look into it and call us back. Three days later, when the drywall was now ruined in our garage and we had still not received a call back, we called again. We explained to her that the plumber had informed us that not only had the hot water heater gone bad but so had the expansion tank and the ball valve. She told us again that she would look into it and call us back. Three days later again, we had not heard anything, so we called again. Now they told us that the ball valve and expansion tank would be covered but not the hot water heater. We questioned AGAIN why all of the parts are not being covered so ***** said again that she would contact the plumber and call us back. She never did. We called yet again and spoke with ***** and got the same response "she would look into it and call us back". We never received that call. Now we have received a new offer over email stating that the hot water heater will be covered again but NOT the expansion tank or ball valve and that our out of pocket will be $490 (in addition to the $100 we have already paid). We are being told that our cost of the expansion tank is $490 when it can be purchased as ********** for $50. We have now called her 3 more times in the last week, left messages, spoke with two other people, requested for a manager to call us three different times and STILL can not get a straight answer as to why everything is not being covered as stated in the home warranty. We have to have a new hot water heater ASAP!!!!!

  Business Response

  Date: 03/01/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 7283355). 

  On February 6, 2023, the customer placed a claim for the water heater stating that it is leaking.  HWA dispatched ******** Plumbing Heating & Air to the customer's home to submit the diagnosis. Upon inspection, HWA approved replacement of the water heater and ball valve and advised the customer of non-covered charges in the amount of $490 to account for modifications and/or upgrades necessitated by replacement. 

  As per section 4 of the policy exclusions, "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." 

  The customer declined the non-covered charges, and it was explained to the customer that the expansion tank is an upgrade necessitated by replacement.  As a goodwill gesture, the customer was offered ***'s cost of repair in the amount of $835 upon receipt of a paid invoice should they wish to use their own technician to complete replacement, however the offer was not accepted.  

  Thereafter, the customer accepted the non-covered charges, and the equipment order was placed accordingly, however the customer contacted HWA indicating that the charges were accepted in error.  As a goodwill gesture, HWA offered to cover half of the charges ($245), which the customer ultimately accepted. 

  At this time, the customer should await contact from the technician in order 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, 

  The HWA Team 

   

   

  Customer Answer

  Date: 03/07/2023

  
  Complaint: 19507282
  
  I am rejecting this response because: I accepted the offer to pay half and they pay half but now it has been another 8 days and we still have a leaking hot water heater leaking all over **********. It has been leaking now for well over a month and now there is also drywall damage. ** were informed that the repair company would be out yesterday, and he never showed up. Then we were told that he would be here today at 3pm and when we called him to find out where he was, he informed us that he was told that the order had been cancelled and the hot water heater was sent back?? ** have tried called HWA and our home warranty rep. ** have left several messages, and no one ever returns our calls. I have now emailed ***** (our specialist manager) and still haven't heard anything! ** just want our hot water heater repaired or replaced asap!
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 03/08/2023

  Dear **********************: 

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

  Today, March 8, a Consumer Advocate contacted the technician to confirm the non-covered charges and provided the technician with an amended authorization in order to complete replacement. 

  As such, the customer's non-covered charges remain at $245.  Additionally, the technician has confirmed that the water heater replacement has been delivered and is available for installation. 

  The technician will contact the customer directly to schedule an appointment to complete the installation. 

  Sincerely, 

  The HWA Team

  Customer Answer

  Date: 03/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The technician came today and the hot water heater was replaced. We never did receive a return call after the numerous messages we have left but the job is completed and we will not be recommending Home Warranty of America or their other name which is Choice Home Warranty to any of our friends or realtors we do business with. 

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

• Initial Complaint

  Date:02/27/2023

  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've been trying to get my dishwasher problem resolved since October 2022 with Home Warranty of America. I've had 6 visits by repair people and the leaking problem still exists. The last repair person came on January 26th and recommended the dishwasher be replaced. They first offered me a gift card from Lowes in the amount of $247. I told them I couldn't buy one like I had for that amount. I was told to provide the dba sound level of my machine. I emailed the dba information and called them back. I was told since my dba was 46, I would now be getting $357 for my dishwasher. Also, I couldn't go to just anywhere to buy it. I could only go Lowes to buy it. I told them again I couldn't buy my type of dishwasher for $357. They said it was an average price for my dishwasher and per their contract, their price could be less than retail price. I said why don't they just send me a dishwasher like mine and I was told they don't do that anymore. So I asked them to buy me a like model for $357 and I'll pick it up. They said they couldn't do that either. I said to them I'm stuck with what you offered me and where I can buy it and they said yes. I thought if I ever had to make a claim they would replace my broken appliance with a like model at no cost to me.. I now know that I need to come up with a couple of hundred dollars more, along with their offer, to get a dishwasher like the one I have. The warranty cost $450 and $75 for the service call. Now I have to come up $200 to $300, along with their offer, to get a new dishwasher. They sell people on the fact that they will have peace of mind if they have a warranty, but don't mention you might have out of pocket costs in addition to your warranty cost and service charge. I don't feel they are living up to their end by only offering to pay for part of my dishwasher and also by telling me where I have to buy it.

  Business Response

  Date: 02/28/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 6714150). 

  On December 28, 2022, the customer placed a claim for the dishwasher stating that it is leaking. HWA dispatched *********************** to the customer's home to submit the diagnosis. Upon inspection, *** approved replacement with a buyout of $246. 

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

  The customer appealed the determination, and the buyout amount was increased to $357, which the customer accepted. No additional funds will be honored. 

  At this time the ****** eGift card is currently processing.  Should the customer wish to accept a check in lieu of the ****** eGift card, please contact Consumer Advocate, ************ 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, 

  The HWA Team

  Customer Answer

  Date: 03/08/2023

  
  Complaint: 19503803
  
  I am rejecting this response because:
  I can't replace my dishwasher for $357. They did say that's their average price to buy a dishwasher. I asked them if they could buy a like dishwasher at Lowes for the amount they offered me, to go a head and buy it and I'll pick it up. They said they couldn't do that. I would think, according to their contract, that they would at least come close to the amount it would take to replace my dishwasher. It does say I might have to pay something out of pocket to get a new dishwasher, but paying an additional $200 to $300 is a bit ridiculous. In reality they are not replacing my dishwasher,  they're just saving costs with a low offer that I must accept. 
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 03/09/2023

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

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

  As per the policy limitations, HWA reserves the right to offer cash back in lieu of replacement.

  Additionally, *** offered the customer a buyout increase from $246 to $357, which the customer accepted. No additional funds will be honored.

  Should the customer wish to continue their dispute, please refer to the procedure for Resolution of Disputes as outlined in their contract.

  This matter should be closed.

  Thank you,

  The HWA Team

• Initial Complaint

  Date:02/25/2023

  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.

  Washing machine stopped working on Dec 28th 2022.A claim was put in to the warranty company who then sent a technician out. We were told that the part needed was no longer made, a second appointment was made for January 20th 2023. No one showed up for that appointment, no one called, emailed or text to advise us of what was going on. We have since been calling the warranty company every 3 or 4 days and have been told the exact same thing every time that ***** have not sent any paperwork. We called ***** and they have assured us that they have sent the paperwork every time it has been requested. Nine weeks have now passed and yes, we have gone an bought a new washing machine because trekking back and forth to a crowded, stinky laundromat with a 7 year old is not what I would I put on a fun to do list. We are now being told that because we have purchased a new machine that they (HWA) essentially don't have to honor the contract, this is after a prior customer service rep asked us to upload the invoice for the new machine so that a reimbursement could be organized. As of this morning 2/25/2023 I have once again been given the run around by Home Warranty of America, saying that they cannot address any issues we are having on the weekend. I am fed up with this companies shady behavior, upon doing a very small amount of research I have found that this seems to be a common practice for HWA.

  Business Response

  Date: 02/27/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the washer claim (claim no.  6732138).

  Our records indicate that HWA dispatched *********************** to the customer's home to submit the diagnosis, however the technician failed to provide a complete diagnosis and cost of repair. 

  As per section 7(b) of the policy Limitations and Exclusions, "We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs." 

  HWA requested the technician provide this information on several occasions, and also offered the customer the option of reassigning the claim to a new vendor, however the customer declined this offer and opted to await response from the technician.  

  Thereafter, on February 17, the customer provided an invoice for replacement of the washer. *** advised the customer that we will not issue reimbursement as replacement of the unit was not authorized.  

  As per section 3(d) under Service Calls, "We will not reimburse for any services performed without Our prior approval." 

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer a check in the amount of $350 to apply towards the cost of replacement. Should the customer wish to accept, please contact Consumer Advocate, ************ 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, 

  The HWA Team 

  Customer Answer

  Date: 02/27/2023

  [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 would like to be notified of when the payment is sent and to make sure a signature is required for receipt for whatever method they choose to send it.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/24/2023

  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.

  Feb 2,2023 my clothes washer stop because the control circuit failed the technician that was sent out identified the problem and ordered the replacement part the part arrived and it was the wrong part the second technician noticed that was the right number and it didnt fit. The technician identified the correct replacement part number and when he looked it up it was no longer available. Two weeks later in getting the runaround customer service gives lip service that the part was ordered and to be sent to our home 2weeks later no information about the status of the part nor a tracking number or any assurance that the part ordered is the right one the customer service center is staffed by people who dont have control of English so getting a clear answer is difficult they will not let you speak to a supervisor to get a clear answer to the situation.their canned respond is you have to wait for a email

  Business Response

  Date: 03/01/2023

  Dear **********************:
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the washer claim (claim no. *******).
  
  On February 3, 2023, the customer placed a claim for the washer stating that it is not coming on. CHW dispatched *********************** to the customer's home to submit the diagnosis.
  
  Upon inspection, CHW authorized repair, however the technician indicated that the part(s) required for repair is no longer available with their supplier, however our records indicate that the part is readily available.
  
  As per section 16 of the Limits of Liability, "We reserve the right to require a second opinion, which We will obtain at Our own cost."
  
  As such, CHW waived the service call fee and returned the claim to dispatch in order to reassign the claim to a new vendor.
  
  Our most recent records indicate that the claim has been assigned to Green **** Appliance Repair with an appointment scheduled for Sunday, March 5, between the hours of ****AM.
  
  CHW will issue the claim determination upon receipt of the technician's diagnosis. 

  Sincerely, 

  The CHW Team 

• Initial Complaint

  Date:02/24/2023

  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.

  my home ac/heating unit went out Christmas night, so called HWA the first thing the following morning. It is now 24 Feb and still not fixed. the first tech came few days later and said the circuit board was bad and they have not heard from him since. They have since assigned the job to three additional techs who didn't call or respond on many occasions since then. it is now 24 Feb (over 60 days since fist notified) and the unit is still not operational.

  Business Response

  Date: 02/28/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 6679197). 

  Our most recent records indicate that *** has waived the service call fee and reassigned the claim to Askin For Air HVAC&R with an appointment scheduled for tomorrow, March 1, between the hours of 11-3PM. 

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

  Sincerely, 

  The HWA Team 

• Initial Complaint

  Date:02/21/2023

  Type:Customer Service 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 has not sent technician out to fix my refrigerator I opened original claim 9/22/2022 refrigerator not cooling ice maker not working technician came said I need new parts for ice maker ordered the parts; part came in was wrong part ordered; ordered 2nd new part did not come in until December 2022: HWA closed the service order: I called in Jan 2023 had to new claim no one has came out yet been rescheduling appointment since January 2023I keep taking off work for service that never happens the 2 nd part has been sitting 2 months waiting for service technician to install this is ridiculous I have kids no refrigerator working since 9/20/2022 Im a veteran this is service I get ..I pay my bill every month fromHWA customer policy # ********* Im frustrated with HWA service Please help me

  Business Response

  Date: 02/28/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claims (no.: 5249880;*******).
  
  On September 20, 2022 the customer reported that the refrigerator was not cooling, freezing, or holding the correct temperature. Additionally,that the ice maker was not working. *********************** reported to the customers home on 10/7/22. However, there was a delay in completing the repairs due to a delay in parts. Per section Limitations and Exclusions **** 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.
  
  HWA did not hear from the customer regarding this matter again until 1/20/23. The customer was advised that a new claim was needed as it was over 30 days. As a result, *** opened a new claim (no.: *******) and reassigned ***********************. However, the technician missed the appointment on 1/31/23 due to an unforeseen weather storm. We also apologize for the technician missing the 2/20/23 appointment as well.
  
  Our most recent records indicate that *********************** is scheduled to report to the customers home on March 6, 2023 between 8:00AM -5:00PM CST. Notification was sent to the customer advising them of the appointment on 2/27/23. Should the customer need to contact the technician directly he may be reached at **************.
  
  Thank you,
  
  ********************
  

• Initial Complaint

  Date:02/19/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This matter is still not resolved. The ac unit compressor does not need replacement. We have already verified with an independent technician. Please replace the coil.

  Business Response

  Date: 02/23/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 5196990). 

  On September 17, 2022, the customer placed a claim for the air conditioning stating that the downstairs unit is not cooling. HWA dispatched Bi-Polar AC & Heating LLC to the customer's home to submit the diagnosis. Upon inspection, the technician reported a leak in the evaporator coil and compressor with recommendation of replacing the condenser. 

  HWA approved replacement of the evaporator coil and advised the customer of non-covered charges for the cost of the upgraded condenser in the amount of $1,193.75, in addition to a charge in the amount of $1,000 to account for modifications and/or upgrades necessitated by replacement, however the customer declined the charges as they were not in agreement with the determination to upgrade the condenser.  

  As per section 4 of the policy Exclusions, "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 October 18, the customer spoke with a Case Manager who advised the customer that the condenser requires replacement as the system was running without refrigerant and therefore *** will not approve replacement of evaporator coil without upgrading the outdoor condenser accordingly.  The customer refused to accept the non-covered charges and thereafter the claim closed due to inactivity.  

  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 December 12, the customer provided HWA with their technician's diagnosis which confirmed that the system was running without refrigerant, however their technician did not recommend replacement of the condenser.  *** advised the customer that we have the sole right to determine repair or replacement as per the policy limitations and the claim has since closed. No further action will be taken.  

  As the claim is closed, the customer would be required to place a new air conditioning claim accordingly.  

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

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 03/01/2023

  
  Complaint: 19433486
  
  I am rejecting this response because:
  
  At this point there has been two independent technicians that have diagnosed the unit. Neither one of them has stated that there is a leak in the condenser. As such, the diagnosis by Bi-Polar is incorrect. At a minimum, when the Company received correct diagnosis, it should have send a different Company to look at the unit. The Company has been dragging its feet along this whole ordeal. We are requesting the coil to get replaced as that is the only thing that needs replacement. 
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 03/03/2023

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

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

  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."

  As indicated in our response, the claim has since closed, and the customer is required to place a new air conditioning claim.

  Once the new claim is placed, CHW will dispatch a technician in order to submit their findings to determine claim coverage. 

  Sincerely,

  The CHW Team

• Initial Complaint

  Date:02/15/2023

  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 have had the absolute worst service with this company. The repair service sent them the information stating that the parts are no longer available. Home Warranty of America has given me the run around and keep saying the repair service didn't send the information. I had both companies on the line twice to confirm that the information had been sent and still nothing. Then months later they want to close the claim! Fraudulent is what this company is. We are paying for services that we aren't receiving. I will not recommend them to anyone. I refer services to people all the time but it's a NO for Home Warranty of America. The ABSOLUTE WORST! The manager never called.

  Business Response

  Date: 02/16/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 6104394). 

  On November 15, 2022, the customer placed a claim for the dishwasher stating that it will not drain properly. HWA dispatched *********************** to the customer's home to submit the diagnosis.  Upon inspection, *** approved replacement of the drain hose.  

  Our records indicate that the parts were ordered but listed on backorder.  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." 

  On February 8, the claim closed as the technician failed to provide an update and a new claim was placed in order to have the claim reassigned to a new vendor, however, our most recent records indicate that the part required for repair is no longer available. 

  As such, HWA has cancelled the pending claim and is pleased to offer the customer a buyout in the amount of $246.  As per section 14 of the Limits of Liability, "We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement (not matching for brand color or dimensions), which may be less than the retail price, to repair or replace any Covered Item."

  Should the customer wish to accept the buyout amount, please contact Consumer Advocate, ************ 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. 

  Thank you, 

  The HWA Team