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:02/13/2023

  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.

  On Feb 9th around 11pm my toilets started backing up into my tub. I immediately put in a claim online. The next morning I called to check the status and was told that no one was available in my area and that my claim would be expedited. I advised the Rep that I currently didn't have a shower or toilets in use at my house and that this was an emergency. I was later messaged back and told this "(02/10/23 02:23 PM) We are currently looking for a technician for you. Once a technician has accepted the work order, you will receive an email and an automated voice message with the Date and Time of your scheduled appointment. Please keep in mind that we are not an emergency service. Thank you for being a valued customer of ********************." After hours of waiting I called again and was then got hung up on by the Rep. I put in another request on February 10th and was told "************************* has been assigned to your claim and an appointment has been scheduled for Monday February 13th, 2023 between the hours of 11:00 AM and 03:00 PM." It was frustrating that I had to wait 4 days without a toilet and I asked the Rep if I could have his vendor list and call the companies myself to get a Technician and was told no. Here we are on Feb 13th and no Tech has been to my house. I advised the *** that the Tech was not here only to be met with this message "(02/13/23 04:49 PM) We apologize for the inconvenience. The technician could not complete your work order. In order to further assist you, we must assign your claim to a new service company. Thank you for being a valued customer of ********************." I now have to wait another however long to get a tech out here. A Rep advised me that I could get my own tech but they would have to be in network with ***. So I asked who is in network and was told he couldn't give that information out. OMG this is a nightmare and I am still without a shower and toilet and am expected to pay my monthly premium after all this.

  Business Response

  Date: 02/17/2023

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system (claim no. 7353069). 

  On February 10, 2023, the customer placed a claim for the plumbing system stating that the toilet will not flush properly.  *** assigned ************************* to the claim, however they requested to be removed from the work order. 

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

  Our most recent records indicate that the customer has chosen the "Claim Reimbursement Process", which allows the customer to use a technician of their choosing to submit the diagnosis for claim evaluation. 

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

  Sincerely, 

  The HWA Team 

   

• Initial Complaint

  Date:02/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed with the BBB several months ago against ***, who were refusing to recompense my family for an out of pocket repair that we had to do after their company was unable to find us an appropriate. While our case was closed without the reimbursement from ***, *** did promise 2 things to us, including in their official BBB response.1. We would have a pro-rated refund for just over $200, accounting for the months left of our membership (which was originally $600)2. We would receive a check for $100 to compensate us for the HWA technician fee, as the tech they sent on December 15, 2022 was not qualified to perform the work needed.While we received the first check, the $100 check never arrived. Calling HWA in early February, I inquired about the location of the check and I was informed that it would arrive within 30 days (which would be February 11th, 2023). Calling again today, on February 13th, I was informed that since our account was closed with them, the refund check was also removed. This was after talking with a rep on two separate occasions after *** told me the check would be sent, and getting confirmation on each occasion that it was indeed on the way. The representative refused to escalate my call or to transfer me to another representative.I request that HWA honor their repeated assertions, including those posted publicly on the BBB in response to my previous claim, and refund me the $100.00 service fee as promised.

  Business Response

  Date: 02/15/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 6529722). 

  Our records indicate that the due to policy cancellation, the check in the amount of $100 for reimbursement of the service call fee was not processed. 

  Nevertheless, *** authorized payment to the customer in the amount of $100 accordingly. The check will be mailed to the mailing address on file. Should the customer wish to provide an updated mailing address, please contact Consumer Advocate, ************ at *******************************************.  All payments are subject to 30 days processing. 

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 02/15/2023

  [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, provided the check arrives as promised, find that this resolution is satisfactory to me.  I am screenshotting the details of this resolution as a precaution, and will email the referenced HWA representative to ensure the proper address is on file.
   
  Regards,
  
  *********************

• Initial Complaint

  Date:02/13/2023

  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 bought a home warranty through Home Warranty of America when I closed on my house 11/29/2022. I filed my first claim on January 2nd. It took much longer than they originally stated to get a technician to the house. After the initial service call my claim was reassigned to multiple technicians requiring me to take several hours out of several days off from work to be home. Ultimately I received a diagnosis with a fairly simple solution. Over a month after filing the original claim they denied coverage despite the problem clearly being covered by my contract.

  Business Response

  Date: 02/15/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing stoppage claim (claim no. 6800865). 

  On January 3, 2023, the customer placed a claim for a plumbing stoppage stating that the kitchen and bathroom sink is backing up. HWA dispatched **************** & Maintenance to the customer's home to submit the diagnosis.  Upon inspection, the technician reported that they attempted to snake the lines with a cable, however they were unable to clear the blockage and therefore the claim was reassigned to a new vendor for a second opinion.  

  As such, *** assigned the claim to Fix-It to submit their findings. Upon further inspection, the technician reported that they attempted to snake the line, however the drain line is obstructed.  

  HWA issued the claim determination stating, "It has been determined there is a mainline stoppage that requires clearing, however there is no accessible ground level cleanout. Please refer to your terms and conditions section Standard C; HWA is not responsible for stoppages and clogs that cannot be cleared by cable or hydro jetting, or that can only be cleared through roof vent, access to drain or sewer lines from vent or removal of water closets and/or toilets, costs to locate, access or install ground level clean out." 

  The customer appealed the determination stating that the technician did not attempt to clear the line and therefore, as a goodwill gesture, *** reassigned the claim to a new vendor. 

  Clear *********** was dispatched to the customer's home. Upon further inspection, the technician reported that there is no main clean out. 

  *** advised the customer that the determination stands as non-covered as per the policy exclusions, "HWA is not responsible for stoppages and clogs that cannot be cleared by cable or hydro jetting, or that can only be cleared through roof vent, access to drain or sewer lines from vent or removal of water closets and/or toilets, costs to locate, access or install ground level clean out." 

  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: 02/15/2023

  
  Complaint: 19396763
  
  I am rejecting this response because:

  The reason stated for denial of my claim in the response is not only factually inaccurate, it differs from the two other reasons they told me the claim was denied. This makes 3 different inaccurate reasons for denial  I will be filing a claim for breach of contract in summary court in Richland County, **************, the jurisdiction of the claim.

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

  Business Response

  Date: 02/27/2023

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

  On February 6, 2023, *** issued the claim determination via email to the customer stating, It has been determined there is a mainline stoppage that requires clearing, however there is no accessible ground level cleanout. Please refer to your terms and conditions section Standard C; HWA is not responsible for stoppages and clogs that cannot be cleared by cable or hydro jetting, or that can only be cleared through roof vent, access to drain or sewer lines from vent or removal of water closets and/or toilets, costs to locate, access or install ground level clean out.

  HWA did not amend or provide the customer with an alternate determination as this was the information originally provided to the customer and upheld upon receipt of a second opinion diagnosis. 

  This information was also provided to the customer by two ************ Case Manager who advised the customer that the claim will remain non-covered as per the policy exclusions.

  No further action will be taken.

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

  HWA requests this matter be closed.

  Thank you,

  The HWA Team

  Customer Answer

  Date: 03/04/2023

  
  Complaint: 19396763
  
  I am rejecting this response because:

  The narrative provided by the business is completely false. I will be continuing with my law suit where independent witnesses, including one or more of the technicians they sent out, will swear to or testify that the business is misrepresenting the facts. This business is not just unprofessional, it is an actual scam. 
  
  
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:02/13/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a claim on 2/4/23 on my water heater. I had no hot water and the pilot light was not staying on. I didn't have any problems with the tech coming out to look at my water heater. He said a few parts needed to be replaced. I paid the service fee and he said he will submit the pictures to ***. The next day I received an email from HWA asking for my home inspection report which I provided. They then denied my claim stating that the problem was pre existing which made no sense to me given that I purchased my home in Nov 2022 and I opened the claim in Feb 2023. The water heater was working perfectly fine until I opened the claim so how is the problem pre existing and what would be the point of getting a warranty if they're going to denied my claim? Makes no sense and it seems like they are looking for any excuse to denied my claim.

  Business Response

  Date: 02/17/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 7271406). 

  On February 4, 2023, the customer placed a claim for the water heater stating that there is no hot water. The customer also indicated that the last time the system was working properly was on November 24, 2022. 

  HWA dispatched Correct Plumbing, LLC to the customer's home to submit the diagnosis. Upon inspection, the technician reported a failure to the gas control valve and thermal coupler. 

  HWA requested the customer provide a copy of the Home Inspection Report in order to complete claim evaluation. Upon receipt, the report indicated, "The sink in the kitchen has no hot water, it may be closed at the shut off valve or repairs may be needed to function. Contact plumbing specialties if repairs are needed." 

  HWA requested the customer provide proof of repair as recommended in the Inspection Report, however the customer was unable to provide same. 

  As such, *** issued the claim determination stating, "It has been determined that the water heater is not working properly and needs to be repaired. Based on information obtained for this claim, the unit did not enter the policy in proper working condition. Please refer to your terms and conditions section Definition number 1; this Contract provides coverage for unknown Breakdowns if the breakdown is not detectable through visual inspection or simple mechanical test, and the Covered Items are in proper working order on the Coverage Period Start Date."

  The customer appealed the determination and in goodwill, HWA overturned the claim determination and authorized repair to the assigned technician in the amount of $462.  The customer requested to use their own technician to complete repair in lieu of the assigned vendor, which HWA approved.  

  At this time, we are awaiting receipt of the paid invoice for repair in order to issue reimbursement of $462.00. Should the customer wish to provide same, 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 condition and requests this matter be closed. 

  Sincerely, 

  The HWA Team 

   

  Customer Answer

  Date: 02/17/2023

  
  Complaint: 19396566
  
  I am rejecting this response because:
  
  
  According to **************** it would take 30 to 60 days for them to order the parts and for it to arrive. Waiting over 30 days for a working water heater is unreasonable. *** gave me an option to look for my own plumber and that's where they state they will reimburse me for the approved amount of $462. However I called around and no one has the parts in stock they would all have to order the parts and it will take at least 30 days for it to come. It is an 16 year old water heater and they no longer make my water heater and in fact a couple of the plumber's I spoke to told me that the manufacturer is no longer in business. All plumbers I spoke to recommend getting a new one. But *** wants to just put a bandaid over the problem. 
  
  Regards,
  
  ***************

  Business Response

  Date: 02/24/2023

  **********************,
  
  The customer stated, However I called around and no one has the parts in stock they would all have to order the parts and it will take at least 30 days for it to come. Per section Limits of Liability (1), Delays. Problems cannot always be diagnosed and repaired on the first Service visit. We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs.
  
  This claim was originally denied due to pre-existing conditions.In lieu of the claim denial HWA agreed to issue our full costs for repairs ($462.00) directly to the technician. However, the customer requested to use their own technician. *** agreed to reimburse the customer $462.00 upon receipt of a paid invoice. On 2/20/23 *** received a paid invoice from the customer dated 2/17/23 in the amount of $2,500.00. The invoice reflects that a new RHEEM Water Heater (PROG40-38U) was installed. However, *** did not approve reimbursement for a full system replacement. Per section Limits of Liability (9), Repairs/Replacements.We have the sole right to determine whether any Covered Item will be repaired or replaced.
  
  As previously agreed, *** will issue reimbursement to the customer in the amount of $462.00. Funds are mailed in the form of a check. Please allow up to 30 days for processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:02/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We filed a claim on 12/10/2022 for our refrigerator not working. The technician took 1 week to come out to diagnose and said he could not come fix it until January 2023 so we asked for a refund because that is too long to wait without a fridge.After our refund was denied, we asked that the technician to come finish the job since we already paid.We are calling over and over again to both *** and ***********. *********** does not pick up the phone, no response and I am on hold 2 hours. *** says we are working on it -- no updates?At this point it has been over 2 months. Please either refund the $100 or have the technician send the part first, once the part arrives, have them come back ASAP and finish the job. The part that needs to be ordered is ****************** WR60X10154. We are waiting a long time, please assist.

  Business Response

  Date: 02/17/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 6475587). 

  Our records indicate that HWA approved replacement of the refrigerator evaporator fan motor on December 17, 2022, however, to date, repair has not been completed as the technician failed to schedule a repair appointment. 

  The claim has also since closed and therefore we are unable to reassign the claim to a new vendor.  As such, *** has waived the service call fee and placed a new refrigerator claim (claim no. *******) for the customer, which is pending vendor assignment. 

  In lieu of awaiting vendor assignment, *** is pleased to offer the customer a check in the amount of $202.58 to apply towards repair using a technician of their choosing, which represents the authorized cost of repair in the amount of $102.58 in addition to reimbursement of the paid service call fee in the amount of $100.  Should the customer wish to accept, please contact ************ at ******************************************** All payments are subject to 30 days processing. 

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 02/19/2023

  [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.

  We will await for another one of ***'s refrigerator technicians to come out and fix the fridge. Per an email we received from HWA, we have been assigned an appointment on March 2, 2023 which is 2 weeks away. Given that we are waiting since December 2022, I am not sure why *** cannot help us get a sooner appointment. If the issue is not resolved on March 2, 2023 -- we will file another complaint until the issue is resolved - Please let HWA know this. 

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

• Initial Complaint

  Date:02/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a home warranty for our property. Our oven/range failed in such a way that the technician said it was dangerous to use. The contract allowed for the company to choose to provide a cash reimbursement to replace the appliance which they elected to do. They offered us $388 to replace an oven/range which does not reflect the cost of any equivalent appliance. After phone calls with the case manager and a supervisor they have been unable to tell us how the sum will be able to cover the replacement considering the average cost of an equivalent appliance at retail value in our area is ~**** dollars. We have not had a working appliance in several months and the company is providing extremely limited and delayed options to communicate with us, causing us to continue to have no recourse.Currently unable to upload the contract but have a copy of it.

  Business Response

  Date: 02/16/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their oven stove cooktop claim (no.: 6069312).
  
  Based on the diagnosis received from ******************** &Construction LLC it was determined that the stove model and serial number were missing. Therefore, the unit was unable to be repaired. Replacement parts were not able to be determined. Per section Limits of Liability (2) of the user agreement, 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 he did. On 1/24/23 HWA received the model and serial number provided by the customer. As a result, the claim was reassigned for further evaluation.
  
  Based on the diagnosis received from ********* Finest Handyman the customer was offered replacement in the amount of $338.00. However, the customer declined the offer. 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.
  
  On February 10, 2023 the customer spoke with a case manager regarding their dissatisfaction. It was explained to the customer that we offer replacement based on similar features. The customer disagreed and requested to speak with someone else. Another case manager spoke with the customer the same day. It was explained to the customer that replacement is based on our costs for units with similar features, capacity and efficiency. The customer declined the offer.
  
  The customer spoke with another case manager today 2/16/23 and was advised for the third time that replacement is based on our costs for units with similar features, capacity and efficiency. The customer still did not accept the offer. We apologize as there is no further offer for replacement at this time.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:02/10/2023

  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 HWA warranty on my home from 2020. I am charged almost $55 per month for the coverage. In January 7th, my furnace stopped working. Thinking it was just maybe a minor issue, I called a local HVAC who usually does annual maintenance on my furnace. The technician noted that my furnace has stopped working due to a blower motor malfunction and due to the age of the furnace (more than 30 years), it required a complete replacement. He was also able to guarantee a replacement within a day. Note that it is cold and I was fearing my home pipes could freeze without heating and get further damage. I called *** and they said that since they could not get their preferred technician out within the day, that I can go ahead and use my HVAC technician to submit the claim. I did not realize that the replacement of the furnace could not have started while the claim was being submitted. The HVAC technician took a while to submit the claim as he was not available for a few days and HWA had a number of comments on the claim. We went back and forth for weeks about the claim but no one informed me again that regardless of the content of the claim, *** will not reimburse me any amount as I have already started the furnace replacement. When I explained my honest mistake to HWA, they could not provide any assistance or modification in the policy even though there was no actual problem. It was a procedural issue. Even if I knew of the rule and tried to wait for my claim to be accepted before repair, I would have been waiting for a number of days without adequate heating as the home temperature was already in the upper 30's. There should be a way for HWA to bypass a general rule for extenuating circumstances when their customers are trying to quickly get heating in their homes to ensure no further property damage or health issues arise.

  Business Response

  Date: 02/14/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 6884610).
  
  On January 9, 2023 the customer reported that his furnace was not coming on. HWA assigned ************ and scheduled an appointment for January 10, 2023 between 7:00AM 11:00AM CST. However, the customer contacted HWA on 1/9/23 and requested to use his own technician. Although HWA already secured a technician and reimbursement was not an option, HWA made an exception. It was explained to the customer that reimbursement would be at HWAs rates. It was also explained to the customer that his technician would need to submit his diagnosis to www.hwaclaims.com prior to completing any repairs. A reimbursement form was also sent to the customer with instructions on how to move forward and ensure proper claim reimbursement.
  
  Thank you for selecting the Claim Reimbursement Process offered by ****Please follow the instructions below to ensure proper claim reimbursement.
  
  1. Reimbursement is only available for covered repairs.
  2. You are required to get authorization from HWA before commencement of any repairs.
  3. For heating and air conditioning claims photos will be requested. To avoid any delay in processing your claim, please ensure your Service Provider takes pictures of the name plate and the inside and outside unit.
  4. Your technician MUST submit a complete diagnosis online at www.hwaclaims.com.This department is only open during normal business hours. Failure to obtain authorization before repairs commence will cause a forfeit of your right to receive reimbursement from HWA.
  5. Your Service Fee will be deducted from the total reimbursement amount.
  6. Please allow 30 days to receive your check.
  
  Based on the diagnosis received from the customers technician it was determined that the work was completed prior to receiving approval from the authorization team. Per section **************** (2) of the user agreement, We will not reimburse for any services performed without Our prior approval.
  
  A claim determination letter was sent to the customer with the option to appeal and he did. On 2/10/23 the customer spoke with a case manager regarding their concerns. It was explained to the customer that since the repairs were done without HWA approval, there was no reimbursement due to him.
  
  The reimbursement form the customer received also clearly states, You are required to get authorization from HWA before commencement of any repairs and Your technician MUST submit a complete diagnosis online at www.hwaclaims.com. Failure to obtain authorization before repairs commence will cause a forfeit of your right to receive reimbursement from HWA.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:02/09/2023

  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 on a dishwasher problem in October. The same problem started around the first of December and it was resolved and technician said it was repaired and would not happen again. 60 days later the same problem is occurring. *** wants me to open a new claim and pay another $75 fee since it is over 30 days old. I asked to speak to a supervisor and they have said a supervisor would return my call in 24 hours. I would like to get this repaired at no additional cost.

  Business Response

  Date: 02/14/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dishwasher claims (no.: *******; *******).
  
  Our records indicate on 10/25/22, **************** replaced the loose connect on the user interface and reported the unit in working order. The customer contacted HWA on 12/5/22 and stated that he was experiencing additional failures. As a result, *** recalled **************** and waived the service call fee.
  
  On February 9, 2023 the customer contacted *** and stated that he was experiencing additional failures with the dishwasher. It was explained to the customer that since the claim was over 30 days old a new claim needed to be opened. As a result, claim no.: ******* was opened.
  An appointment was scheduled with ************************ for February 10, 2023 between 3:00PM 8:00PM CST. The customer was advised that a new service call fee would be due to the technician. However, the customer did not agree.
  
  Per section **************** (3) of the user agreement, 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, and **************** (5), ** Services provided under this Contract should fail, We will provide for the necessary repairs without an additional Trade Call Fee for a period of 30 days on parts and 30 days on labor from the date the Services were materially complete.
  
  Since the customer did not agree to pay the service call fee the technician did not diagnose the unit. The customer will need to pay the service call fee due to the technician in order to move the claim forward.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 02/14/2023

  
  Complaint: 19372449
  
  I am rejecting this response because:  This is the same issue as before.  The repair was not properly fixed.  The wiring continues to work loose after a 30 - 60 day period of time.  The problem seems to be intermittent.  As of now the keyboard flashes, but eventually comes on. How do you call something repaired when you don't replace a part, but do a work around.  Hopefully it will continue to work. 
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:02/08/2023

  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.

  We file a claim with our home warranty on Jan 27,2023 for plumbing repairs and a line that damaged. Home warranty has not contacted us and are still looking for someone to fix our plumbing issues. They have an F rating we just found out. Zero response from this company except were still looking. This company needs to be shut down so other innocent consumers do not get hooked up with this horrible company.

  Business Response

  Date: 02/14/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing stoppage claim (claim no. 7163508). 

  On January 27, 2023, the customer placed a claim for a plumbing stoppage stating that the sewer line is clogged. Due to high service demands, *** offered the customer the option of using their own technician to submit the diagnosis for claim evaluation, which the customer accepted. 

  Upon inspection, the technician reported that they ran the snake 100 feet, however they were unable to access the blockage.  

  HWA issued the claim determination stating, "It has been determined that a drain line blockage has developed. The technician attempted to snake the stoppage, however was unable to clear the line. Normal wear and tear drain line stoppages can be cleared by snake or cable. Lines which are unable to be cleared have an obstruction such as, a foreign object, roots infiltrating the line or a broken or collapsed line outside the home. Foreign object obstructions do not constitute normal wear and tear of the plumbing system and are excluded from coverage. Please refer to your terms and conditions section Limits of number 6; we are not responsible for consequential or secondary damages." 

  Upon receiving the claim determination, the customer processed a cancellation of their policy and also submitted an appeal. Our records indicate that a Case Manager has been assigned for claim handling.  The customer has the option to contact the Case Manager directly at *********************** or they can schedule an appointment via Calendly. 

  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: 02/21/2023

  
  Complaint: 19367187
  
  I am rejecting this response because:
  Still excuses. Our original claim was 12 days old and still no technician was scheduled and nothing had been done to fix our plumbing issue. *** says you will get a response in 24 to 48 hours we did not. We had to continue calling this company over and over and received the same message to find a technician ourselves. HWA states they do cover plumbing of normal wear and tear on their website and now theyre denying anything with normal wear and tear. I had a broken pipe that needed replaced. This was all in the scope of a normal home warranty repair after waiting 12 days and still no resolution I asked for a full refund for the ******* payment of $69.20.  We were only given the option to find someone to fix our problem on our own. After 2 weeks of waiting this was very unprofessional and not the way you conduct business. You have gladly taken our money every month and when we needed you to be a reputable home warranty you fall very short. I want my refund for ******* and want nothing further from this company. I have canceled the current home warranty for noncompliance. I also want to warn others please do not use HWA. 
  
  
  Regards,
  
  ***** And *************************

  Business Response

  Date: 02/27/2023

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

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

  With respect to the customers assertion that HWA will provide service or a response within ***** hours, as per section 1 under ***************** Under normal circumstances, We will assign an Authorized Repair Technician within 48 hours from receipt of Your Service Request.

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

  In regard to the claim determination, the technician was unable to clear the blockage and therefore the claim was denied due to a policy exclusion. As per the Plumbing System exclusions, NOT COVERED: stoppages and clogs that cannot be cleared by cable

  Lastly, with respect to the customers request for a refund,the customer was a monthly policyholder and did not prepay for coverage. As per the terms and conditions under Cancellation If We cancel this Contract, a pro-rata refund will be issued for the unexpired term

  As such, the customer is not entitled to a refund for the month of January.

  No further action will be taken.

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

  HWA requests this matter be closed.

  Sincerely,

  The HWA Team

  
  

• Initial Complaint

  Date:02/08/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a warranty through Home Warranty of America until Oct 15 2022, in September my dishwasher stopped working so I called them and they sent out a repair tech on Sept 30 2022 which diagnosed the problem and ordered a part. On Oct 21st, the repair tech came back and tried installing the part but realized they had been sent the wrong part so they ordered a new part. I received the new part and on Nov 14th the repair tech came out again, he realized it is the same part and it would not work in my dishwasher. He had to order another part for a third time that was delayed for some reason and I finally received the part at the end of January 2023 so an appt was scheduled for Feb 8 2023. The repair tech came out and tried installing the new part and realized that is not what was wrong with the dishwasher so he tried ordering another part and Home Warranty of America would not authorize him to order the correct part. I called Home Warranty of America and asked them to please authorize it being I have been trying to get my dishwasher fixed since September and they would not, thy wouldn't allow me to speak to a manager or anyone else due to my warranty being expired. I understand if this was a new issue but the original part didn't fix the issue, this has been an ongoing issue since September BEFORE my warranty expired. I just want my dishwasher fixed.

  Business Response

  Date: 02/15/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 5139981). 

  Our records indicate that the technician returned to complete repair of the dishwasher, however, upon installing the replacement part, the unit had additional failures. 

  Today, February 15, a Consumer Advocate attempted to reach the customer and left a voicemail and email requesting they provide the model number of the dishwasher in order to complete claim evaluation. Please forward a photo of the dishwasher to Consumer Advocate, ************ at *******************************************. 

  Sincerely, 

  The HWA Team