Business Profile

Home Warranty Plans

Home Warranty of America

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Complaints

This profile includes complaints for Home Warranty of America's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,464 total complaints in the last 3 years.
316 complaints closed in the last 12 months.

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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:02/08/2023
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.
Hello BBB Team,Please help me to encourage the Home Warranty of America to fulfill its promises as promised by its contract.I have a contract with them IL03-SA01842398, Claim *******, about the leaking faucet in the master's bathroom from January 29th. They have never contacted me back with any updates and scheduling of the service. I contacted them past Saturday, February 4th, and was promised that "the case would be accelerated and I would hear back from them within 24 hours". Today is Wednesday, February 8th, and the company still has not yet contacted me. I am waiting for them to get the service scheduled with the local plumbing company as soon as possible. Thank you, *************************
Business Response
Date: 02/15/2023
Dear **********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 7175292).
Our most recent records indicate that the claim has been assigned to Hill *** Plumbing and Air Conditioning with an appointment scheduled for Tuesday, February 21, between the hours of 7-11AM.
HWA will issue the claim determination upon receipt of the technician's diagnosis accordingly.
Sincerely,
The CHW Team

Customer Answer
Date: 02/20/2023
[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: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.
This complaint is regarding our heating furnace. Due to a faulty humidifier we have water leaking into the electrical area of the furnace. We contacted Home Warranty of America which sent out a tech to determine the cause of the issue at hand. Unfortunately, upon coming out twice the issues has not been resolved yet. We contacted Home Warranty of America three more time to address the ongoing matter. We were informed that we would be receiving a call within 24 hours both time and nothing as of today. Therefore, I requested to speak to a supervisor or case manager. I spoke to a ***********************************, who informed me this they would reassign another tech to come out to look at the unit. Unfortunately, we will have not received a call for scheduling another appointment. At this point we are seeking legal assistance against Home Warranty of America.
Business Response
Date: 02/14/2023
Dear **********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 6601431).
Our most recent records indicate that *** assigned the claim to ********** with an appointment scheduled on February 10. Upon inspection, the technician completed repair to the *** line.
Should the customer require additional service, please contact HWA directly and a recall will be issued in order to have the technician return to the customer's home to reinspect the system.
HWA requests this matter be closed.
Sincerely,
The HWA Team
Initial Complaint
Date:02/07/2023
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.
Home warranty of america is a home appliance insurance company that was contacted by me for a covered service-- a non functioning garage door opener. A claim was made dec 26 2022,and approved by the insurance. They assigned a repair technician who came , jan 62023,and said parts were needed but the unit was better replaced. Parts were ordered and set for delivery on jan 30-supposedly. No technician came on jan 30 as promised. I called several times and emailed the insurance company. They keep saying that a message has been sent to the technician and will get back to me "in 24 hours". Several such "24 hour" episodes later, I log into my web site only to see a message the "issue has been resolved"---when actually nothing has been done. Home Warrany is not living upto to its commitment of repairing the garage opener as per our contract!! This should be a blight on their record for all to see! It is now 7 weeks since the claim with no idea of when?if the claim will be fulfilled. Thank you for inteceding with them.
Business Response
Date: 02/14/2023
Dear **********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the garage door opener claim (claim no. 6668901).
Our records indicate that HWA approved repair of the garage door opener yesterday, February 13 for replacement of the garage door opener, springs and pulling.
At this time, the customer should await contact from the technician in order to schedule repair completion, or the customer can also contact the technician directly at ************.
HWA requests this matter be closed.
Thank you,
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 find that this resolution is satisfactory to me.

Regards,

*************************
Initial Complaint
Date:02/07/2023
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.
Company continues to robo call me after I discontinued the product after one year. I repeatedly tell each caller to take me off of the list and they fail to do so. I must have had 50 calls that I have answered in the past few months.
Business Response
Date: 02/14/2023
Dear **********************:
We have sent an expedited request to our ******************** to place the customer's information on our do not call/do not email list.
Please allow up to 30 business days for the information to process.
If the customer continues to receive solicitations, please forward the phone number and/or forward the email that they received to ******************************************** subject line Continued Solicitation BBB Complaint ID ********, so we may revisit the issue.
Thank you,
The HWA Team
Initial Complaint
Date:02/06/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Filed a claim with the company during the summer when AC went out. Company was unable to source a contractor to resolve the issue - we called around personally and had several contractors who were able to come out the next day. When the contractor arrived, we told us that they wont work with *** because they refused to pay for work performed in the past, and we had to pay out of pocket. Fast forward, we did not renew our agreement, however *** repeatedly calls from different numbers to renew the agreement. We have requested several times to be removed from the call list and to speak with a supervisor. The associates claim to not be able to escalate the call to a supervisor, and offer no resolution to stop being called.
Business Response
Date: 02/08/2023
Dear **********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 3540028).
On June 29, 2022, the customer placed a claim for the air conditioning stating that it is not cooling properly.
On July 5, the customer chose the "Claim Reimbursement Process", which allows the customer to use a technician of their choosing to submit the diagnosis for claim evaluation. To date, the customer has not provided a diagnosis and therefore the claim has closed due to inactivity.
With respect to the customer's request for reimbursement, *** is not liable for reimbursement as repairs were not authorized. As per section 2 under ***************** "We will not reimburse for any services performed without Our prior approval."
With regard to marketing, we have sent an expedited request to our ******************** to place the customer's information on our do not call/do not email list. Please allow up to 30 business days for the information to process.
If the customer continues to receive solicitations, please forward the phone number and/or forward the email that they received to ******************************************** subject line Continued Solicitation BBB Complaint ID ********", so we may revisit the issue.
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:02/06/2023
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.
In November 2021, I purchase a home that included a 12-month home warranty through Home Warranty of America (HWA). I never used the policy and did not renew it when the 12-month period came to a close.In the months since then, *** has called me, emailed me and texted me relentlessly, requesting for a renewal of my policy. Although I have unsubscribed from their emails, verbally requested at least 5 times to be removed from their call list, blocked texts and phone numbers, they continue to ignore these requests and keep calling and/or emailing me several times a week using different phone lines or email addresses.This company is breaking the law by refusing to comply with my request to be removed from their marketing list and is committing harassment. I would appreciate if the BBB would intervene, as I have been unable to resolve this problem independently for several months.
Business Response
Date: 02/08/2023
Dear **********************:
We have sent an expedited request to our ******************** to place the customer's information on our do not call/do not email list. Please allow up to 30 business days for the information to process.
If the customer continues to receive solicitations, please forward the phone number and/or forward the email that they received to ******************************************** subject line Continued Solicitation BBB Complaint ID ********, so we may revisit the issue.
Thank you,
The HWA Team
Customer Answer
Date: 02/08/2023

Complaint: 19340939

I am rejecting this response because:

This is an unacceptable response that is in violation of the FTC's CAN-SPAM law. In accordance with the law, this request should be completed within 10 days, not 30 days as noted in the businesses's reply. Moreover, given that this request was made by the customer four months ago (in November 2022), it should already have been completed.

I will not accept this response until the do-not-call/do-not-email request is finalized and complete. Stating that this request has been "placed," and putting the onus on the customer to follow up 30 days from now, is not a satisfactory response -- especially given the history of ***'s behavior as outlined in the original complaint.

Please note that if *** continues to fail to comply with the law, I will be escalating my complaint to the FTC.

Regards,

***************************
Initial Complaint
Date:02/04/2023
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 Home Warranty of America paid a service provider the service call fee and they refused to do the work. Home Warranty of America has not assisted me with this issue as a customer and have taken my monthly premium payment timely each month. I am requesting my service repair work be done and a refund of my service call fee.
Business Response
Date: 02/08/2023
Dear **********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 7159635).
On January 27, 2023, the customer placed a claim for the plumbing system stating that bathroom shower nozzle is not working properly. *** dispatched ********* Construction General to the customer's home to submit the diagnosis. Upon inspection, HWA approved replacement of the tub sprout.
Today, February 8, HWA contacted the technician and confirmed the repair has been completed.
Should the customer require additional service, please contact *** directly and we will waive the service call fee and submit a recall in order to have the technician return to the customer's home to reinspect the failure.
Sincerely,
The HWA Team
Customer Answer
Date: 02/08/2023

Complaint: 19333822

I am rejecting this response because:

The trouble as customer that I experienced with *** and this claim, the amount of calls that I had to make, EXTREMELY rude customer service representatives that I was forced to speak with, in addition to an issue with the repair on 02/06/2023, in which the technician had to come back a second time the same day after I had to call him back out. In error the technician installed the incorrect shower bypass that caused water to leak from the inside of my second floor walls into my living room down to my first floor bathroom and garage. Hopefully the technician error has not caused any internal water damage within my walls such as mildew and paint staining.
Again as previously stated I am requesting either a refund of my service call fee or monthly premium fee waiver as a result of the trouble caused to me. I have yet to receive a call and or apology from HWA. They lack professionalism for loyalty and paying customers and it most definitely shows

Regards,

*********************
Business Response
Date: 02/09/2023
Dear **********************:
*** is sorry to hear of the customers continued frustrations.
With respect to the any potential negligence on behalf of the technician, as per section 15 of the Limits of Liability, You understand and agree that We: (i) are not liable for the negligence, omissions,or other conduct of the Authorized Repair Technician; and (ii) are not an insurer of the Authorized Repair Technicians performance.
The customer is not entitled to a refund of the service call fee as a service call fee is required for each service request submitted.
As per section 2 under ***************** 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.
With respect to the customers request for a waiver of the monthly premium, CHW will not waive the customers contractual monthly payment for service.
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.
Sincerely,
The HWA Team
Customer Answer
Date: 02/10/2023

Complaint: 19333822

I am rejecting this response because: the response is the exact reason for my complaint. This company has no respect or empathy for a customer long time customer. I was actually advised by ********* with the *** on 02/04/2023 corporate office that he would in fact as a courtesy waive my February monthly premium fee so ********* needs to touch base with ********* to make sure that that is done. Taking no responsibility for a technicians negligence that this company contracts with and sent to my home is absolutely ridiculous. This proves my point of unprofessionalism and lack of empathy.

Regards,

*********************
Business Response
Date: 02/14/2023
Dear **********************:

Our records indicate that the customer spoke with a Retention Representative on February 4, as the customer was displeased that repair was not yet completed and requested policy cancellation.
As a goodwill gesture, the representative offered to waive February's payment in order to retain the policy, however, the customer refused the offer and instead requested return of the paid service call fee. The representative advised the customer that we are unable to reimburse for the service call fee, which the customer understood and agreed to await repair completion.
Thereafter, the technician returned, and repair was completed.
No further action will be taken.
Should the customer wish to pursue their complaint further,please refer to the procedure for Resolution of Disputes as outlined in their contract.
Thank you,
The HWA Team
Initial Complaint
Date:02/03/2023
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.
They are scammers. I have filed 3 legitimate complaints and all have been denied due to loopholes. I Pt every month to protect my home appliances and they have not covered the claims. The last claim was a common appliance, a dish washer, that worked before their technician came and he broke it. I appealed letting them know and they still did not fix or replace the product. They did not even refund the amount given to the tech who broke my dish washer propeller
Business Response
Date: 02/08/2023
Dear **********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 7057572).
On January 20, 2023, the customer placed a claim for the dishwasher stating that the dishwasher is not cleaning properly. HWA dispatched Dr. ************ Repair to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the dispenser will not open, and the chopper and impeller is broken due to wood sticks and food debris.
HWA issued the claim determination stating, "It has been determined that the sticks and foreign objects have damaged the copper assembly and impeller. This failure is not the result of normal wear and tear. Please refer to your terms and conditions section Limits of number 6; we are not responsible for consequential or secondary damages."
The customer appealed the determination and was advised that determination stands as the failure did not occur due to normal wear and tear. As such, no further action will be taken.
With respect to the customer's assertion that the technician caused damage, as per section 15 of the Limits of Liability, "You understand and agree that We: (i) are not liable for the negligence, omissions, or other conduct of the Authorized Repair Technician; and (ii) are not an insurer of the Authorized Repair Technicians performance."
Thereafter, the customer processed a cancellation of their policy due to their dissatisfaction with claim outcome.
While we regret to hear of the customer's frustrations, *** has abided by the terms and conditions of the policy and requests this matter be closed.
Sincerely,
The HWA Team
Customer Answer
Date: 02/08/2023

Complaint: 19329934

I am rejecting this response because: The technician they sent falsely stated that the impeller was broken (it was working prior to him being there) because he wanted to cover up that he actually, in fact, broke the dish washer. A home warranty company that actually breaks the appliance through their contractor (who is reviewed very poorly and shown to have done this to others on ****** reviews), should provide a resolution. They would not even refund the $75 that I gave to the technician, who broke the dish washer! I asked that they consider other options and they refused to. It is fraudulent to state that your company protects your home appliances and find ways to deny the last few claims (intercom, bees and now dish washer). I understand if in fact it really was the propeller but it was not and if they sent someone who broke my machine, they should be accountable for that.

Regards,

***********************
Business Response
Date: 02/08/2023
Dear **********************:
*** is sorry to hear of the customers continued frustrations.
As per the policy limitations, *** is not liable for any potential damages or negligence caused on behalf of the technician. As such, any claims for damages must be directed to the assigned technician accordingly.
Should the customer wish to pursue their complaint, please refer to the procedure for Resolution of Disputes as outlined in their contract.
Sincerely,
The HWA Team
Customer Answer
Date: 02/10/2023

Complaint: 19329934

I am rejecting this response because: a home warranty company standing behind "not being liable" for breaking an appliance that I am paying them to protect does not make sense and people should be aware that this is a scam. At the very least, my $75 should be returned to me and if that cannot be done, it is very unfortunate that a business like yours can get away with this kind of fraud.

Regards,

***********************
Business Response
Date: 02/10/2023
Dear **********************:
The customer is not entitled to a refund of the service call fee as the service call fee is required for each request submitted as per the policy terms and conditions.
No further action will be taken.
Should the customer wish to pursue their complaint, 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:02/03/2023
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.
On November 23 our furnace went out. We filed a claim with *** since we have a home warranty policy. We finally got a tech. to come out and the issues with the furnace are apparently under warranty from the manufacturer. ****** says the technicion must contact the manufacturer for the parts to fix it and *** will only cover the labor. We have been waiting over 10 weeks for these parts. The manufacturer at first kept delaying their arrival after they first said it would be here after 2 weeks. We have now been in our house (in ******* winter!) for 10 weeks with no heat.We spoke with our tech and he said he has no idea when the parts will be available. If we can't get these parts to fix our furnace, then HWA needs to get us a new furnace. This is ridiculous.
Business Response
Date: 02/08/2023
Dear **********************:

Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 6231315).
Today, February 8, *** contacted the technician who confirmed that the warrantied parts estimated arrival is for mid-February as indicated by the manufacturer, American Standard. Upon receipt, repair will be completed accordingly.
As per section 1 of the Limits of Liability, We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs.
It should be noted that the customer submitted a previous ******************** complaint under complaint ID ********, to which *** offered the customer HWA's authorized cost of repair should they wish to proceed with using the funds towards repair using a technician of their choosing. Should the customer wish to accept, please contact ************ at *******************************************. All payments are subject to 30 days processing.
While we regret to hear of the customers 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: 19326723

I am rejecting this response because: the technician contacted us that *** has canceled the claim because it is past 60 days since it was first filed. The part is now in and it cant be installed until *** reaches out to ************** to reopen our claim! This is ridiculous.
In addition, our claim representative only recently told us that if we were responsible for contacting the manufacturer in order to get the part the entire time. This is despite the fact that multiple times we were given an estimate for how long it would take to get the part and we had never been told this. I wish this would have been told to us in November and we could have gotten our unit fixed before Christmas instead of celebrating the holiday on freezing conditions.
Our claim representation *******************, has been completely rude, unprofessional and unhelpful. Dodging our questions and continuing to repeat the same response given to this complaint, we are not responsible for warranty parts. We understand that. We are frustrated that we filed a claim in November and then we were not told until February that we should reach out to the manufacturer ourself. We have had our time wasted and our money wasted paying HWA for the months of December, January and February.

Regards,

***************************
Initial Complaint
Date:02/03/2023
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.
Since June 2022, I had made attempts to have Home warranty of American send someone to fix our AC unit. I had received an email stating a technician would be out on a certain day and no show. When I called the company they stated I wasn't on the books. I called Home warranty of America and they rescheduled another company to come. Same thing happened again. I called when they never showed and again i was not on their schedule. On the third attempt, a technician was finally sent but there was no follow up from the technician or the home warranty after the visit. I repeatedly reached out to home warranty to ask for a claim update and received the same message saying, "we need additional information". The heat was so bad in our home that we could not stay in it for several days and had to coordinate family coming out of town to stay in a hotel. When I would call to escalate to a manager, "They were Unavailable". I waited two months and repeatedly sent emails. To this day, I never heard from anyone of that claim. This company is scamming people of their money. My contract is up for renewal and now I hear from them once a day to renew but yet I can't get a follow up on a claim or a resolution. January 15, 2023, I filed a new claim due to a roof leak and received an email stating a company would be out on a January 19th. That day came and when I spoke to the technician, he stated that he had no idea the home warranty had even scheduled him to come out to my home. It has now been 3 and half weeks and still no follow up from Home Warranty of America.This company needs to be investigated and I want my $1800 for the two years of "service" I had with them.
Business Response
Date: 02/08/2023
Dear **********************:
Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 3312013) and the limited roof leak claim (claim no. 6996441).
On June 20, 2022, the customer placed a claim for the air conditioning stating that it is not cooling properly. *** dispatched VA Air Conditioning and Heating to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the blower motor is damaged.
*** determined that the blower motor is covered under the manufacturer's warranty and requested the technician provide their cost for the warranty exchange fee in order to complete claim evaluation, however the technician failed to provide this information and thereafter the claim closed due to inactivity.
As per section 15 of the Limits of Liability, "You understand and agree that We: (i) are not liable for the negligence, omissions, or other conduct of the Authorized Repair Technician; and (ii) are not an insurer of the Authorized Repair Technicians performance."
With respect to the limited roof leak claim, the customer placed the claim on January 16, 2023, stating that there is a leak in the living room. Our most recent records indicate that the claim was assigned to ********************** with an appointment scheduled for February 7.
*** will issue the claim determination upon receipt of the technician's diagnosis accordingly.
With regard to the customer's request for a full refund, the customer is not entitled to a full refund of the paid policy premium. As per the Cancellation clause of the *** User Agreement, "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."
Nevertheless, as a goodwill gesture, *** is pleased to offer the customer a full refund of the paid policy premium in the amount of $905. Should the customer wish to accept a full refund with policy cancellation, please contact ************ at *******************************************. All payments are subject to 30 days processing.
While we regret to hear of the customer's frustrations, *** has abided by the terms and conditions of the policy and requests this matter be closed.
Sincerely,
The *** Team
Customer Answer
Date: 02/08/2023
[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.
In regards to the new claim on the roof leak, the technician that was scheduled to come out on February 7th, did not call or show to the appointment and I have yet to hear from my warranty about it.

Regards,

*****************
Customer Answer
Date: 02/08/2023

Complaint: 18973294

I am rejecting this response because:In regards to the new claim on the roof leak, the technician that was scheduled to come out on February 7th, did not call or show to the appointment and I have yet to hear from my warranty about it.

Regards,

*****************
Business Response
Date: 02/14/2023
Dear **********************:
*** is sorry to hear of the customer's continued frustrations.
Our records indicate that ***************** was assigned to the claim, however they have requested to be removed from the work order, and therefore the claim has been returned to dispatch for vendor reassignment. At this time, the customer should await correspondence from HWA with scheduling details.
In lieu of awaiting rescheduling, *** is pleased to offer 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.
Should the customer wish to proceed with this option or proceed with policy cancellation with a full refund as per their request, please contact Consumer Advocate, ************ at *******************************************.
Sincerely,
The HWA Team
Customer Answer
Date: 03/22/2023

Complaint: 18973294

I am rejecting this response because:I would like to proceed with canceling my policy with a refund.

Regards,

Jasmin Mode
Business Response
Date: 03/22/2023
Dear **********************:
As per the customer's request, *** has processed a cancellation of the customer's policy effective immediately. In addition, as a goodwill gesture, *** has also authorized a full refund of the paid policy premium in the amount of $905.
Please note, the customer will receive an automatic cancellation email which may indicate that the customer is not entitled to a full refund, however we have tasked our billing department in order to provide the customer with the full refund accordingly. All payments are subject to 30 days processing.
HWA requests this matter be closed.
Thank you,
************
Consumer Advocate

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