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:01/08/2025

  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.

  We purchased a home warranty home warranty of America in received an add-on service for surge protection. When we called to cancel our home warranty when we sold our home, we asked them to cancel all add-on services. We were never informed that the add-on service was sold to a new business and would have to cancel that service with them. They told me that they would take care of all of the cancellations for the add-on services as well. Weve been being charged for two years of $5.99 a month for add-on services that we cannot use because we no longer own the home. Weve called multiple times to have it canceled were told that it was canceled and it was not finally called today and was able to get the plan canceled, but they will not issue a refund. They were not able to provide a contract that was signed either for the services.

  Business Response

  Date: 01/09/2025

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing. However, the customer information provided is not pulling up the customers policy. Please have the customer provide the property address associated with the policy or the policy number so we may address his concerns accordingly.
  
  Thank you,
  ******** *. 

  Customer Answer

  Date: 01/09/2025

  [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 ********, the address that the account was under is **************************************************************************. We sold the property in March of 2023.  
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:01/06/2025

  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.

  Dear Better Business Bureau,
  I am writing to file a formal complaint against Home Warranty of America (HWA) due to their failure to honor the terms of their contract with me. I have attached all relevant correspondence for your review.
  The issue began when I contacted HWA to address a leak in a hose bib located in my garage. Upon inspection, I noticed that the pipe was unstable and believed this instability might have contributed to the leak. The technician sent by HWA on October 22, 2024, repaired the leak and agreed that the pipe needed to be stabilized to prevent future issues. He submitted a request for the necessary work, and it was approved on my end (attached authorization from HWA message). However, the technician later informed me that he had not received authorization from HWA to proceed.
  Upon further inquiry, I learned that HWA is denying the claim, asserting that stabilizing the pipe is considered an “upgrade” and is therefore not covered under my contract. Josef W***** the claims manager handling this matter, sent me an email defining what constitutes an “upgrade.” However, this term is not defined in the glossary or anywhere else in HWA’s contract. I explained to Mr. W**** that stabilizing the pipe is not an upgrade but a necessary repair to ensure the functionality and safety of the plumbing system. Despite this, HWA continues to deny my claim.
  
  I believe HWA’s actions constitute a breach of contract, as they are attempting to deny coverage based on a term that is undefined and open to interpretation. This situation has caused significant frustration and inconvenience, as I trusted HWA to provide the services outlined in our agreement. I am seeking full authorization for the technician to stabilize the pipe and make repairs as initially requested and for HWA to honor their contractual obligations.

  Business Response

  Date: 01/08/2025

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

  Our records indicate that the customer placed their claim for service on October 18, 2024, stating that the hose bib is leaking.  HWA dispatched DVC Plumbing LLC to submit the diagnosis. However, as the estimate to complete the repair was underneath the
  amount in which required prior approval, the claim was automatically approved.
  A diagnosis is not required in the event the estimate to repair is underneath
  the pre-authorized limit.

  Thereafter, the customer corresponded with HWA stating, "I called DVC. He said that the pipe is fragile and not stable from inside of the wall and will need to be replaced and the drywall will need to be cut and maybe wood will need to be installed to stabilized. He does not want to come out until he receives authorization from HWA. He also said that a claim for someone to come in and put the drywall will have to be made after he makes the cut." 

  As such, HWA issued a recall in order to have the issue reinspected.  Upon reinspection, the technician reported, "The leak is fixed with washer under authorization to for stability of the pipe cut drywall two different places put 2 ×4 wood 1foot ×2 then screws clamp in pipe so pipe cannot move $400 that's a new work note I fixed the dripping." 

  Based upon this information, HWA determined that the additional issue is non-covered due to the modification required to stabilize the piping.  Per section G(7) of the User Agreement, "We are not responsible for upgrades, modifications, components, parts, or equipment required to complete a repair or Replacement of a Covered Item due to incompatibility with existing equipment including, but not limited to, differences in technology, chemical and refrigerant requirements, or efficiency as mandated by federal, state, or local governments. We will disclose the cost of such non-covered charges, in aggregate, but will not itemize such charges."

  The customer placed an appeal prompting assignment of a Case Manager, and it was explained that the leak has been repaired and that the technician reported that the drywall will need to be accessed in order to stabilize the piping which is a modification to the system.  Therefore, HWA determined that the claim would remain as partially covered accordingly. 

  Nonetheless, as a gesture of goodwill, HWA offered to apply $150 towards the repair cost with the customer responsible for the repair cost balance, which they accepted on November 15. 

  No further action will be taken. 

  While we
  regret to hear of the customer’s frustrations, HWA has abided by the contract
  terms and conditions and requests this matter be closed.

  Thank you,

  Lori J.
  Consumer Advocate 

   

   

  Customer Answer

  Date: 01/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The last portion of HWA's explanation is news to me.  I have never received correspondence that they would offer to pay $150 as goodwill towards the repair.  If so, when did they submit the funds to me or the technician to make repairs? If they are willing to send the $150 for "good will" I will take it. They can mail me a check to the address on my file.  Right now it is too cold to make the repair, so I would have to wait until the spring time when it is warmer.
  
  
  
  
  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 01/09/2025

  HWA is sorry to hear of the customer’s continued frustrations.
  
  Our records show that HWA offered to apply $150 towards
  the repair cost, which was accepted. However, the customer terminated coverage
  prior to repair completion. 
  
  Nonetheless, in goodwill, HWA is pleased to offer the
  customer reimbursement up to $150 upon receipt of a paid repair invoice.  The customer may email the invoice to [email protected].  All payments are subject to 30 days
  processing.
  
  HWA requests this matter be closed.  

  Thank you,

  Lori J.
  Consumer Advocate

  Customer Answer

  Date: 01/09/2025

  [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 will accept the $150 reimbursement and will provide a receipt upon completion.  Please note that due the cold weather, it is advised that repairs not be made until at least the spring time when the weather is warmer and to deal with the pipes and drywall.
  

  Finally, please be advised that coverage was NOT terminated despite HWA's inaccurate remarks. I have attached a copy of the service contact that is in continuation of the last contract that was from 09/20/2023-11/20/2024.  The new service contract is from 11/20/2024-01/20/2026.  I have attached a copy of the contact for reference. Please refer to PDF page 4.

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

• Initial Complaint

  Date:01/04/2025

  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.

  The business gives coverage for appliance breakdowns. It has been a month. Originally scheduled someone. No show, no call TWICE. No contact from local provider. Call warranty folks back. They said give us 48 hours to find someone else. It has been more than a week. Normally they make the arrangements for repairs. At this point I want to get someone to fix it and have them reimburse.

  Business Response

  Date: 01/06/2025

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 16692251). 

  Our records indicate that the customer placed their claim for service on December 3, 2024. *** assigned the work order to ***************************, however they were unable to keep the appointment due to scheduling conflicts. 

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

  HWA apologizes for the delay in locating a technician to accept the work order. At the current time, the claim has been escalated with our dispatch department in order to assign a technician to the work order as soon as possible. As an alternate resolution,and in lieu of awaiting scheduling, the customer has the option of accepting the Claim Reimbursement Process which would allow them to select a technician of their choosing to submit the diagnosis for claim evaluation.  
  
  Should the customer wish to accept this option, they may contact HWA directly or email ******************************************* and they will be provided with specific instructions to ensure proper reimbursement steps are followed.  Please be advised, *** does not provide reimbursement for unauthorized repairs in accordance with section 2, **************** of the User Agreement, "We will not reimburse for
  any services performed without Our prior approval." 

  Thank you,

  **** *.
  Consumer Advocate 

• Initial Complaint

  Date:01/03/2025

  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 been a paying customer since May of 2016. HWA Home Warranty of America was purchased around 2021.
  
  - I had a call 1/3/25 with Shauntel M****** to discuss a claim to reimburse for a broken spring on my garage door
  - Shauntel told me that my policy does not cover a broken spring
  - on 2/14/17 we had a broken garage spring that was covered by the warranty
  - Shauntel said she doesn't have records of my policy from before the company was purchased, but assures me that the policy hasn't changed.
  - When I asked for details about my policy from the past, she would not provide any records
  - Shauntel said they have no access to the records and that there was no one else I could talk to about retrieving my records.
  - I am asking for details on why they are saying my policy has changed and ultimately I am looking for reimbursement of a portion of the expenses for replacing the broken spring on my garage door.

  Business Response

  Date: 01/06/2025

  
  
  Please be advised that in February 2017 we were not the
  obligor of the Service Contract. Therefore, we have no record of the claim the
  customer is referring to.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer Answer

  Date: 01/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  My concerns around the acquisition are not being addressed. HWA is sending the same response without acknowledging mine. Please ask them to provide me with details around the acquisition and share documents on how I started with them. 
  

  I'm very concerned that this person with HWA is not answering my questions and concerns because they are trying to hide something.

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

  Business Response

  Date: 01/15/2025

  
  
  Please be advised that we acquired HWA in 2022. Therefore,
  we have no information regarding any policy/claim prior to the acquisition.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C. 

  Customer Answer

  Date: 01/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Please explain to me why you don’t have any records when you acquired the company?  That usually means you own the company and would have access to the historical records. Please provide all documentation you have around my account as well as the communications you sent regarding the acquisition to impacted individuals. I would greatly appreciate more willingness to resolve this than just trying to continue to close this request. 
  
  
  
  Regards,
  
  
  
  ****** **********

• Initial Complaint

  Date:12/31/2024

  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 called *** on June 24, 2024 at 8:19AM to let them know I had sold my home and no longer needed the home warranty. I realized in December of 2024 that they were still charging my account. I call them again and the person I spoke with, whom claimed to be a manager, couldn't find my account right away. She, in fact, had to search by my name instead of my account number that I provided for her. She stated I never requested to end my warranty only because they had no record of my request. If I truly didn't request it, then I need to hear the recording of me speaking to someone and not requesting it because the house was sold in May meaning the only reason I would call *** is to cancel my warranty. The supposed manager claimed that because there was no request in the system, she could not refund any of my money that was being taken when it should not have been.

  Business Response

  Date: 01/02/2025

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding cancellation of contract no. IL03-SA01737721.
  
  *** has no record of the customer requesting cancellation of the contract in May.  Our records show that the customer terminated coverage on December 31, 2024.  However, they were not entitled to a refund as they were monthly contract holders and did not pre-pay for term coverage.
  
  Nonetheless, in ********, *** has authorized a refund in the amount of $531.44 which accounts for the last seven (7) months of paid premiums in the amount of $75.92.  The refund check will be mailed to the following mailing address within 30 days:******* *****, ********************************************** 
  
  The customer may email ******************************************* should they wish to provide an alternate mailing address.
  
  *** requests this matter be closed.

  Thank you,

  **** *.
  Consumer Advocate 

  
  

• Initial Complaint

  Date:12/30/2024

  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.

  Home Warranty of America purports to offer coverage for certain home systems, but through mismanagement of the claims process, makes reliance on the warranty policy essentially impossible.More than a month ago, I filed a claim after my homes primary heating system failed. After some delay, a ************ was eventually assigned, but that company was incapable of fixing the problem and restoring heat to my home. Eventually, a qualified **** company came to my home and successfully diagnosed the problem which requires replacement of the unit. Now, however, *** refuses to give authorization for the installation of a new ******* fact, *** has stopped communicating with me at all no longer replying to the messages I send via their web platform, not calling me back after I reach out to my assigned claim manager, and not putting me in contact with anyone who can assist when I call into the acclaims resolution ********* say, I am frustrated, would be an understatement. In the heart of winter, Ive gone more than a month without heat despite the fact that I have a home warranty policy that should, theoretically, be the solution to this problem. It appears, however, the policy is complete waste of money, and that *** is fraudulently collecting premium while providing no benefits under the ********* hope is that the Better Business Bureau can get someone from the company to reach out to me and ultimately honor the policy promises. Thank you.

  Business Response

  Date: 01/02/2025

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 16614371).
  
  On November 27, 2024, the customer placed a claim stating that the system was not heating. *** dispatched the claim to our vendor network and scheduled M&A ************* for 11/29/24. Based on the diagnosis received *** authorized the technician to replace the igniter. On 12/3/24, the customer informed *** the technician completed repairs but there was another broken part. *** reached out to the technician wherein he confirmed the gas valve needed to be replaced and was on order from the factory. Although there was delay in part(s). Per section E(15) of the Service Contract, We are not liable for: any failure to obtain timely service or delays in obtaining parts,equipment, or for delays due to conditions beyond Our control.
  
  On 12/17/24, the customer stated the gas valve was installed but the unit stopped working. Therefore, *** recalled M&A ************* for 12/20/24. Per section B(5) of the Service Contract, If work performed under this Agreement should fail within 30 days, We will correct the failure without a Service Fee.
  
  Based on his additional diagnosis, *** authorized the technician to replace the control board. Although on 12/20/24, the technician recommended *** reassign the claim for a second opinion. Per section E(4) of the Service Contract. We reserve the right to obtain a second opinion at Our expense. *** dispatched the claim to our vendor network. Although on 12/23/24,the customer elected to use a technician of his choosing and utilize our reimbursement process. Upon selection the reimbursement instructions were sent to the customer.
  
  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 *** 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 ***.
  5. Your Service Fee will be deducted from the total reimbursement amount.
  6. Please allow 30 days to receive your check.
  
  On 12/23/24, the technician reported the control board and high limit switch failed, but recommended replacing the entire unit. Therefore,*** requested a copy of the customers Home Inspection Report. Upon receipt of such the report revealed the following, The furnace in the basement was not producing any hot air at the inspection. Recommend the unit is evaluated by an HVAC technician.
  
  Thus, *** requested proof of repairs. However, as of today 1/2/25,the customer stated the sellers fixed the issue and he did not have proof of repairs. Please be advised without such *** is unable to move forward with the customers claim.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.

  Customer Answer

  Date: 01/03/2025

  
  Complaint: 22745775
  
  I am rejecting this response because:
  
  The very text of the response from Home Warranty of America bolsters my case.
  
  The HWA response indicates that after the technician install of the necessary parts, the unit would work again before ultimately needing the control panel replacement. If that is true, that means that the unit was functioning during the policy and necessitates repair or replacement according to the terms of the policy.

  Further, regarding the requirement to send the home inspection report, the terms of the policy require submission of a home inspection report upon request *** only after coverage denial, and policyholder appeal. 

  Ultimately, *** Is continuing with their clearly established policy of refusing to pay for claims or, too slow the process down so much that frustrated policyholders will instead pay out of pocket, thus preventing the policyholder from being able to rely on the *** policy. Potential customers should be aware of their fraudulent practices and advised to steer clear  

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

• Initial Complaint

  Date:12/27/2024

  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.

  We are new purchasers of the 9208 Vigo the owners purchased a home warranty from Home Warranty of America. Our plumbing in the kitchen sink went out a day before Christmas. We called the contractor and he sent someone else out who misdiagnosed the problem we had to call in another contractor and pay him plus we had to pay our $100 deductible Which was not right we should be refunded the $100 plus given the money of $350 for having to call out another contractor who did the job that the first contractor shouldve done. I have called to get this resolved through Home Warranty of America only to be given the runaround the number that they give me to call the person to resolve this issue. It doesnt even exist when you call the number there is a serious problem here and they probably get millions of customers all over the country Not to say that theyre all bad but this one right here they need to get it correct .

  Business Response

  Date: 01/02/2025

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their plumbing stoppage claim (no.:16897571).
  
  On December 17, 2024, the customer placed a claim stating that the sink was not draining. *** dispatched the claim to our vendor network and scheduled *********************** for 12/20/24. Based on the diagnosis received, *** authorized the technician to attempt to clear the stoppage.Although the technician was unable to clear the line with a lateral snake. Please refer to section C(2), *********** must become inoperative due to normal wear and tear.
  
  Please also refer to section D(6) of the Service Contract, Clearing of sink, bathtub, shower, and toilet stoppages, mainline drain and sewer stoppages, lateral drain line stoppages, provided that all such stoppages are within 125 feet from access point including accessible cleanout, p-trap, drain or overflow access points.
  
  On 12/22/24, a claim determination letter was sent to the customer with the option to appeal and she did. Although our records indicate the customer has not spoken with her Case Manager to date.
  
  In regard to the service call fee paid, please refer to section B(4) of the Service Contract, You will pay a Service Fee for each ******************** request You submit to Us. As for the repairs the customer completed using a technician of her choosing, please refer to section B(3) of the Service Contract,We will not reimburse for services performed without prior approval.
  
  Nevertheless, please have the customer submit her technicians diagnosis and paid repair invoice to ********************************************* for further claim review.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.
  

  Customer Answer

  Date: 01/15/2025

  Thank you for your assistance. I just saw this note. The situation has been resolved by their corporate office and I appreciate your assistance. Thank you.

   

  
  
  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:12/23/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined Home Warranty of America Insurance (***) in 2022 and paid $650.00, the contract was renewed in 2023 for another $650.00 and does not end until December 24, 2024. And, I also did an early renewal on December 2, 2024 for another $650.00 for a new contract which begins on December 25, 2024 and ends on December 24, 2025. I paid for the renewal for 2025 early but requested that my money be returned and credited back to my credit card because *** only gives me the run-a-round. The contract with *** is an insurance that guarantees repair or replacement of the insured in the contract. I can't get an answer as to when my stove will be repaired or replaced. I contacted *** and filed a claim for the repair of my stove oven and paid $85.00 for the technician to do a diagnostic. A technician whose name is ****** from ******************* came to my home on 12/10/2024 and advised that he could not repair my stove oven. He advised that *** would contact me for a replacement of the stove. I have called *** and spoke to representatives and resolution managers but no one will tell me when my stove will be replaced. I am requesting that my stove be replaced because my contract for that claim was filed on 12/05/2024 and my contract does not end until 12/24/2024. Please help me to get my stove replaced on my existing contract that does not end until 12/24/2024, and please help me to get a refund of $650.00 for the new contract that begins 12/25/2024. I have never filed a claim before and I think that this is a scam and fradulent company, I have paid a total of $1,950.00 and this is the first time that I have ever filed a claim. This is fraud, please help.

  Business Response

  Date: 12/27/2024

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their oven stove cooktop claim (no.: 16713581).
  
  Our most recent records indicate that as of today (12/27),*** offered the customer cash back in lieu of replacement in the amount of $338.00.The customer accepted. Funds are issued in the form of a Lowes E-Gift Card and subject to 30 days processing.
  
  As for the renewal, a refund in the amount of $600.00 was issued back to the original method of payment on file as of 12/24/24.
  
  HWA requests this matter be closed.
  
  Thank you,
  ******** *.
  

  Customer Answer

  Date: 12/27/2024

  
  Complaint: 22725062
  
  I am rejecting this response because:

  I have not received a ****** eGift Card in the amount of $338.00 or any eGift Card from Home Warranty of America as of today, December 27, 2024. I responded indicating that I would accept the ****** eGift Card in the amount of $338.00 instead of a direct replacement but never received it. Regarding the renewal refund, the company should not have charged me a $50.00 fee because I cancelled due to the company using fradulent and deceptive practices. I am requesting that the company refund my $50.00 back to my credit card because I cancelled before the contract began and due to no fault of my own. I cancelled before the contract began and the company being a fraud. I should have been able to cook Christmas dinner for my family which is a family tradition that I have done for many years but was unable to do so and this caused me a monetary hardship because of the expense of ordering and paying for prepared food. Please refund my $50.00 due to the hardship that I endured.   
  
  Regards,
  
  ******* ********

  Business Response

  Date: 12/30/2024

  ********* *.,
  
  The customer has not received payment for her oven as replacement was recently accepted on 12/27/24 and all payments are subject 30 days processing. We also advised of such in our response issued 12/27/24. Today is 12/30/24. Therefore, the customer will need to allow more time for processing as it has not been 30 days.
  
  In regard to the renewal, *** is pleased to refund the customer the cancellation fee in the amount of $50.00. Funds will be issued back to the original method of payment on file. Please allow up to 30 days for processing.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.
  
  

  Customer Answer

  Date: 12/31/2024

  [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 will let Better Business Bureau know when I actually receive both payments. Thank you so much for your help.
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:12/20/2024

  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.

  Home warranty of America has prolonged a claim on heating in my home for over four weeks. They have cause me to be with no heat in what amount to varying temperatures dipping in the 20 and 30s. This agency has horrible customer service and does not call back.

  Business Response

  Date: 12/20/2024

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 16553696).
  
  On November 22, 2024, the customer placed a claim stating that the furnace was not heating. *** dispatched the claim to our vendor network and scheduled Jays Heating and AC for 11/25/24. Upon receipt of his diagnosis, HWA requested the cause of failure on multiple occasions but the technician became unresponsive. As a result, *** reassigned the claim for a second opinion to Flowertown Heating and Air for 12/11/24. Please refer to section VII.Limitations and Exclusions (L) of the Service Contract, ** reserve the right to require a second opinion, at Our own cost.
  
  Based on the diagnosis received *** authorized the technician to replace the pressure switch, flame sensor, reset limit switch,primary limit switch and secondary limit switch. Authorization was sent to the technician on 12/19/24. The same day *** advised the customer of the same. The customer may contact the technician directly to schedule a repair appointment.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.
  

• Initial Complaint

  Date:12/18/2024

  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 filed a claim with Home Warranty of America for our dishwasher. They sent a vendor to handle the repairs. The vendor informed us that the issue was a maintenance problem and not covered by the warranty policy. He charged us $225, in addition to a $125 service fee.Later, we checked online and confirmed that the claim had been approved and authorized under our policy. We contacted Home Warranty of America, and they have repeatedly stated that they are waiting for a response from the technician and the vendor.Upon further research, we discovered that the vendor has numerous similar reviews on **** from other customers. Many reported that the vendor claimed their issue wasnt covered by the warranty policy, collected money from the homeowners, and also billed the warranty company.Since our claim was approved and the repairs were authorized, I am requesting a refund for the out-of-pocket expenses we incurred.

  Business Response

  Date: 12/20/2024

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dishwasher claim (no.: 16547543).
  
  On November 21, 2024, the customer placed a claim stating the dishwasher was not draining water. *** dispatched the claim to our vendor network and scheduled an appointment with ******************** for 11/25/24.Based on the diagnosis received, *** authorized the technician to replace the drain pump. Repairs were completed.
  
  In regard to the funds the customer paid directly to ********************, *** reached out to the technician to confirm. Please be advised the technician informed *** the customer asked him to take a look at his garbage disposal. The technician also indicated that there was an air gap,which is a maintenance issue. Although the customer asked that he complete repairs and paid him outside of the warranty. Please refer to section III. Service Calls (D) of the Service Contract, We will not reimburse for any services performed without Our prior approval.
  
  Please also be advised that the customer did not place a claim and request service for his garbage disposal. Furthermore, this is a separate trade and requires a separate claim. Per section III. Service Calls (A) of the Service Contract, You (including tenant if specifically authorized by the home owner) must notify Us for Service Requests to be performed under this Contract as soon as the problem is discovered.
  
  Lastly, maintenance is not covered in the Service Contract per section VII. Limitations and Exclusions (M), We are not liable for normal or routine maintenance.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.
  

  Customer Answer

  Date: 12/20/2024

  
  Complaint: 22705636
  
  I am rejecting this response because:
  
  I appreciate HWAs response to my complaint and their effort to address the matter. However, I would like to provide clarification and suggest steps toward resolving this issue:

  
  1.Misrepresentation of Events by the Technician:

  
  At no point did I request the technician to evaluate the garbage disposal. The technician stated he would check the garbage disposal to ensure the issue was isolated to the dishwasher, which he did of his own accord.

  
  The technician informed me that the issue with the dishwasher was a maintenance issue and not covered under the warranty. Based on this, I agreed to pay him directly for the work. He repaired the hose by cutting it but did not replace any parts.

  
  Contrary to what *** has been informed, the technician did not replace the drain pump. This statement is inaccurate.

  
  2.Invoice Details:

  
  I can provide an invoice provided by the technician and it does not mention any work on the garbage disposal or a diagnosis of a maintenance issue.

  
  If the technicians claim that the issue was related to the garbage disposal or maintenance was true, it would have been documented on the invoice. The invoice clearly reflects work related to the dishwasher, not the garbage disposal.

  
  3.Request for Inspection:

  
  To resolve this dispute, I am open to having *** send an independent technician to inspect the dishwasher and confirm whether any parts, such as the drain pump, were replaced. This inspection will verify the work performed by their vendor and determine whether the technician misrepresented the issue.

  
  4.Vendor Accountability:

  
  As the technician was assigned by ***, I believe HWA bears responsibility for ensuring their vendor acted truthfully and ethically.

  
  Reviews of this vendor yelp page indicate a troubling pattern of similar complaints from other customers. I encourage HWA to  review the yelp page .

  
  5.Request for Resolution:

  
  Based on the above, I request reimbursement for the out-of-pocket expense I incurred due to the technicians misrepresentation.

  
  I am also willing to work with *** to arrange an inspection to confirm the actual work performed and resolve this matter amicably.
  
  
  Thank you for your attention to this matter. I trust that *** will take the necessary steps to investigate and address this issue fairly.
  
  Regards,
  
  ***** *****

  Business Response

  Date: 12/24/2024

  ********* *.,
  
  The customer stated that he agreed to pay the technician directly to perform maintenance on his dishwasher. Please be advised that *** did not approve these costs. Furthermore, maintenance is not covered in the Service Contract. Please refer to section III. Service Calls (D) of the Service Contract, We will not reimburse for any services performed without Our prior approval and section VII. Limitations and Exclusions (M), We are not liable for normal or routine maintenance. Therefore, there is no reimbursement due to the customer at this time.  In regard to his request to send a technician to inspect the work performed, we are unable to honor such as that is not what our Service Contract offers.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.

  Customer Answer

  Date: 12/27/2024

  
  Complaint: 22705636
  
  I am rejecting this response because:
  
  While I acknowledge that I paid the technician out of pocket, I was misled into doing so due to inaccurate information provided by your assigned vendor. Specifically:

  
  The technician assigned by *** advised me that the issue was a maintenance-related matter and, therefore, not covered by my policy. Based on this information, I reluctantly agreed to pay for the service out of pocket, trusting their assessment.

  
  I was not informed by the technician or the vendor that the claim had been authorized by ***. Had I known that the repairs were authorized or covered under my contract, I would never have agreed to pay for the service directly.

  
  Your technician failed to direct me to contact *** for clarification before proceeding, as I would have done if informed of the claims status.
  
  
  This misrepresentation directly resulted in my financial loss, which I believe could have been avoided if your vendor had fulfilled their responsibility to provide accurate information and adhere to the protocols outlined in your contract.
  
  
  Relevant Contract Sections Supporting My Case:

  
  1.Section III, Subsection ********** Calls): This states that services must be pre-approved by *** for reimbursement. While I understand this limitation, the failure to inform me of the claims approval and status is a breach of the vendors responsibilities as your representative.

  
  2.Section I, Subsection A.5 (General Coverage Provisions): As stated, *** assigns Authorized Repair Technicians who are expected to act in alignment with HWAs policies. The technicians actions deviated from this expectation, leading to my financial loss.
  
  
  Given these points, I am requesting reimbursement for the amount I paid out of pocket due to the vendors misrepresentation and failure to follow proper protocol. Furthermore, I ask that *** review the conduct of the assigned vendor and implement measures to prevent such occurrences for other customers.
  
  
  If HWA is unwilling to resolve this matter, I will have no choice but to cancel my policy. The lack of accountability and proper communication demonstrated in this case has significantly eroded my trust in *** and its assigned representatives.
  
  
  I look forward to your prompt response.
  
  Regards,
  
  ***** *****

  Business Response

  Date: 12/27/2024

  ********* *.,
  
  The customer stated in his complaint that he acknowledges he paid our technician out of pocket. As for maintenance, such is not covered in the Service Contract,but *** did not approve the claim for a maintenance service. Therefore, there are no funds to reimburse the customer as he voluntarily paid our technician for service.
  
  There is no further action that *** can take at this time. We have complied in full with the terms and conditions of our contract. The customer refuses to do the same. Since the customer wishes to escalate this dispute, he needs to follow the procedure for Resolution of Disputes outlined in his contract.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.