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:01/19/2023

  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 had taken home warranty from *** (Home Warranty of America) and paid $525 on Dec 5 2022 12/5/2022. This is for 1 year coverage starting from 1/5/2023 to 1/5/2024 and My policy number is #*********.I have opened a service call on 1/8/2023 for my refrigerator not functioning properly. This company operates in EST time zone and I am in PST time zone. After I opened the call they have assigned a service company and assigned a service engineer to visit my home after 4 days. The technician came and I have paid my copayment $75. Initially he said he has to replace evaporator in the fridge and he was not able to reach the *** support team because those guys closed the office by 3 PM PST the engineer came at 5:30 PST. The engineer then said the problem is **** gas is empty that is the reason it was not cooling so he filled the gas and told me to wait for 24 Hrs it will start working and left. I waited for 24 hr nothing worked. Again i called the company *** again they assigned another person from same company that guy showed up at 4:30 Pm PST and he said compressor need to be replace again he was not able to reach *** since they left the company at 3:00 PM PST wasted another 3 days.Third time I called *** and told the issue this time they assigned a engineer from different company i waited 7 Days for the third visit. This time this engineer came and diagnosed the fridge needs compressor and evaporator he sends this message to authorization team for approval but this team declined the claim saying compressor and evaporator are were and tear product so it will not be covered under warranty.Customer take home ********************** to protect the appliance from the failure, When I took warranty, they said everything is covered but they dont want to service my fridge and they were rude to **** have cancelled my warranty and they refused to pay my full money they are giving me only $450 I have lost $75 which i paid for the service call and additional $75 for that service total of $150

  Business Response

  Date: 01/24/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 6884229). 

  On January 8, 2023, the customer placed a claim for the refrigerator stating that is not cooling properly. HWA dispatched *********************** to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the unit was repaired. 

  Thereafter, the customer contacted HWA requesting additional service as the unit is not working properly. As such, *** reassigned the claim to Appliance Solution to submit the diagnosis. Upon inspection, the technician reported the dispenser display and compressor require replacement. 

  HWA issued the claim determination stating, "It has been determined that the compressor and dispenser display failed and require replacement. Based on information obtained, this unit has not entered the policy in proper working order and is not working properly due to pre-existing conditions. Please submit proof of current repairs being completed for future coverage to *****************************************.
  Please refer to your terms and conditions section; ******* Systems and Components means systems and components as specifically described herein as Included under Your Plan and are in proper working order on the Coverage Period Start Date." 

  As a goodwill gesture, *** has authorized a check to the customer in the amount of $75 for the cost of the additional service call fee paid to the technician.  All payments are subject to 30 days processing.  

  With respect to cancellation, the customer processed a cancellation of their policy on January 18, and was refunded according to policy terms and conditions. No additional refunds are due.  As per the Cancellation clause, "If We cancel this Contract, a pro-rata refund will be issued for the unexpired term, less the costs of any Services paid." 

  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:01/19/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct 27 HW sent a plumber to clear a kitchen sink stoppage. They were incompetent and so then they send Drain Flush out. They did not tell me that this claim was not approved. I had water over the floor and no water for two weeks. Then ***** at Drain ***** said he wanted me to give him $1150 to start, then when he finished a few day later wanted another $1180. I cancelled the contract with this over several heated conversations with ********/******** and cancelled the contract. They said I would get a confirming email which I did not. They never did it and they are now taking our monthly payments out of my bank accounts. The way their phone system is set up they are impossible to get to a certain person to talk to.I want this contract cancelled immediately.*******************

  Business Response

  Date: 01/24/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 177423576). 

  On October 23, 2022, the customer placed a claim for the plumbing system stating. HWA dispatched Royal Flush Sewer & Drain to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the lines could not be cleared by cabling or snaking. 

  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." 

  The customer appealed the determination, and as a goodwill gesture, HWA offered the customer a check in the amount of $100, which the customer accepted. All payments are subject to 30 days processing. 

  With respect to cancellation, as per the customer's request, *** has processed a cancellation of the customer's policy effective immediately.  The customer is not entitled to a refund as they did not pre-pay for coverage. 

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

  Sincerely, 

  The HWA Team 

   

• Initial Complaint

  Date:01/19/2023

  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 Home warranty of America since early 2016, Policy Number IL03-SA01522104. My Dishwasher had some fault, I filed a claim on 1/4 with them , claim no *******. The tech came after 12 days and informed me that they cant fix it and company will offer a money to buy a new dishwasher. I paid my deductible of 100$. The company offered me 246$ because in their policy " appliance with similar features" . Honestly there is no dishwasher available regardless of their features. The cheapest dishwasher i could see is at least 450 $. I feel its unfair for them offering such a ridiculous amount. If that's their policy then they should mention it clearly in their advertisement> because their website mention " A home warranty is a yearly service contract which covers the repair and replacement of important household appliances ". Thanks

  Business Response

  Date: 01/24/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 6833226). 

  On January 4, 2023, the customer placed a claim for the dishwasher stating that it is not working properly. HWA dispatched *********************** to the customer's home to submit the diagnosis. Upon inspection, HWA approved replacement with a buyout offer of $246. 
  

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

  The customer appealed the determination and was advised the amount cannot be increased. 

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer a buyout increase from $246 to $357 as a final offer.  Should the customer wish to accept, 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 of the policy and requests this matter be closed. 

  Sincerely, 

  The HWA Team 

   

• Initial Complaint

  Date:01/19/2023

  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.

  Claim #******* I filed a claim on 12/30/22 about my electric double oven not working. They sent a service tech out and he said they would need to order the part. Then a second service tech needed to come out and he said they needed to order a part. The update came that the part is not available and the double oven would need to be replaced. They now said they will not replace the oven but will give me $667 instead of replacing the oven. The cheapest electric double oven is $2000 and that does not cover installation. I spoke to the claims manager and she explained that was what they expect to pay for a double wall oven. I told her to go ahead and order that because there is no way they can purchase a new double wall oven for that price. She told me they do not replace appliances any longer and offer a reduced amount so we can pick out the item we want. She would not provide any details on how they come up with the figure and told me there is no appeals process or any other manager to speak with. I can take it or leave it but no further options are available. Friends told me Home Warranty of America was one of the best warranty companies and I am sure they were but Choice Home Warranty bought them out last year and everything has gone down hill since that acquisition. If they cannot fix the appliance you will be out of pocket to buy a new appliance.

  Business Response

  Date: 01/24/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the oven claim (claim no. 6755037). 

  On December 30, 2022, the customer placed a claim for the oven stating that the display will not come on. HWA dispatched CMT Appliance to the customer's home to submit the diagnosis. Upon inspection, HWA approved replacement with a buyout in the amount of $667. 

  As per section 7(O) of the policy Limitations and Exclusions, "We reserve the right to offer cash back in lieu of repair or replacement (not matching for brand color or dimensions) in the amount of Our actual cost, which may be less than retail, to repair or replace any covered system, component, or appliance." 

  The customer appealed the determination and was advised the amount could not be increased. 

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer a buyout increase from $667 to $1,000 as a final offer.  Should the customer wish to accept, 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 of the policy and requests this matter be closed. 

  Sincerely, 

  The HWA Team 

• Initial Complaint

  Date:01/17/2023

  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.

  When they want customer they told me that everything covered under this insurance all the appliances covered so I became customer in November 24 and I paid the first installment *****. And their insurance starts after one month so the other installment charge in December 25 *****. Then in January I got a problem in my refrigerator the water stop from the dispenser so I filled claim at that time they did not informed that water line not covered so the technician came and diagnosed and sent the paperwork for the approval and also I paid 75 for the deductible amount then after 2days they determined the claim they gave me reason the water line not covered. I told them why you not informed at the time of the claim so I stopped to do more spend. I told refund or approve the claim they denied everything. Please tell them.

  Business Response

  Date: 01/18/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 6851970).
  
  Based on the diagnosis received from Superior Appliance Repair it was determined that refrigerator water lines to the dispenser and water inlet valve were failing and needed to be replaced. Per section IV ******* Systems and Components means systems and components as specifically described herein as Included under Your Plan and become inoperative due to mechanical or electrical failures caused by normal wear and tear (Breakdown).
  
  A claim determination letter was sent to the customer with the option to appeal and they did. The customer spoke with a case manager on 1/16/23 and it was explained to the customer that their current user agreement does not cover water lines. Please refer to section IV( L) Excluded: HWA is not responsible for water lines and valve to ice maker. Therefore, the claim determination remained as non-covered. The customer requested to cancel their policy ***************. *** honored the customers request and the policy was cancelled. As the customer was a monthly policy holder and did not prepay for coverage, there was no refund due at the time of cancellation.
  
  As of today 1/18/23, *** received notification of a chargeback from the customers bank. *** has refunded the customer back in full $92.50 to their card on file ending #****. The customer can contact their bank should they have any further concerns regarding their chargeback request.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:01/14/2023

  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.

  Request service for dishwasher. BTEC Appliance Repair LLC never called to set date for service. Requested a supervisor from home warranty of america to call, no one called. Requesting service and or replacement of dishwasher.

  Business Response

  Date: 01/17/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 6800370). 

  Our records indicate the customer has since placed a new claim for the dishwasher (claim no. 6983667), which has been assigned to *********************** with an appointment scheduled for January 19, between the hours 10-2PM.   

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

  HWA requests this matter be closed. 

  Sincerely, 

  The HWA Team 

   

  Customer Answer

  Date: 01/17/2023

  
  Complaint: 18813448
  
  I am rejecting this response because:information incorrect.
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/13/2023

  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.

  Contract Term: Dec 13th 2021 to Jan 12th 2023 Contract Number# IL03-SA01944343 Covered Property: ***********************. Heating System/Furnance Amount Paid: $550.00 Claim Filed: Dec 27th 2022. Claim Number # ******* HWA (Home Warranty of America) sent their technician out Dec 28th 2022 HWA approved repair Dec 30th 2022 approval authorization #******** Their Schedule to completed repair Jan 06, 2023. Did not show up!Jan 07, call technician JR. ****** Comfort A/C & Heating who said would call me back.Jan 07, Called *** who said they would follow-up.Jan 09 Called technician who stated they would not come back out due to problems with ****Jan 09 Called *** and informed them as to what the technician said and they responded that they would take care of the matter and let me know.Jan 11 Called HWA to follow up and they had no information on follow up

  Business Response

  Date: 01/18/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 6688512). 

  On December 26, 2022, the customer placed a claim for the heating system stating that there is no heat in the home.  HWA dispatched JR *** Comfort to the customer's home to submit the diagnosis. Upon inspection, *** approved replacement of the heat kit.  

  On January 6, the customer contacted HWA advising that the repair was not completed.  HWA contacted the technician who advised the part is not available with their supplier and therefore the repair cannot be completed as scheduled.  

  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." 

  Our most recent records indicate that the technician has since ordered the replacement part with an estimated delivery date of January 23, 2023. Upon receipt, the technician will return to complete repair accordingly. 

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

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 01/23/2023

  [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:01/13/2023

  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.

  We have our house covered under the home warranty of America through a contract costing us 730$ per year. On October 31st we filed a claim that our washer was not working. They responded with scheduling someone to come look at it on November 17th. They sent a man from ***** he had to order a part, the part would then be mailed to our house, and they had NO future appointments available. So it was my job to keep calling to get an appointment made for them to come back. I called the number he gave me multiple times from there they told me it had to be filed online, online told me I needed to call the same number. Finally after calling *** multiple times complaining they scheduled someone to come out on December 5th, which we paid 100$. The drain plug on the washer was put in. Another claim was filed December 22nd because the washer was not working at all once again. *** responded by sending someone out on December 26th. They send ****** improvement LLC, he told us Ive had many people complain of paying the 100$ and no one coming back to fix the appliance, which was strange. He told us the door latch was the problem, and we needed to pay the 100$ for him to get the part, which *** instructed us to do. The man told us he would return the following Saturday December 31st between ****, he never came and we could not get ahold of him. We called *** January 2nd to figure out what was going on, they told us to wait and see if he contacted us that day and to call back if he didnt. We called January 3rd because he had not contacted us, and they said give him another chance, because they had talked to him. We called January 4th and they said they would reassign someone. They have yet to reassign because they have no one. So the man stole 100$, and they are not fixing the washer. They told us to find someone and pay out of pocket. Were going 75 days now with no washer, having to pay to go to a laundry mat, they stole our money and we want it fixed.

  Business Response

  Date: 01/18/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the washer claim (claim no. 6628599). 

  Our records indicate *** has waived the service call fee and reassigned the claim to All Star Appliance Repair with an appointment scheduled for January 28, between the hours of 11-3PM. 

  Should the customer wish to request an earlier appointment, they can contact the technician directly at ************. 

  HWA requests this matter be closed. 

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 01/18/2023

  [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. *** told me they were sending someone on February 1st. But the 28th works better for me. If the washer is still not fixed what will be the next step?
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/12/2023

  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 company will not follow through with claims that are filed. It has been two weeks since we filed a claim with our house and still no resolution. They are now ghosting us. They are failing to provide the service we paid for. There is absolutely no communication from them when contractors they work with fail to do their job.

  Business Response

  Date: 01/18/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their plumbing system claim (no.: 6795837).
  
  Our most recent records indicate that on 1/16/23 Delta Construction and Renovation LLC reported that the drain line failed and the piping needed to be replaced. As a result, *** authorized the technician to complete the repairs the same day. The customer can contact the technician directly to schedule a repair appointment at ************** if they have not already done so.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:01/12/2023

  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 contacted HWA about an issue I had with my dishwasher. They sent a technician who serviced the dishwasher and said that the main board of longer worked. This was submitted to HWA. They offered me a Lowes gift card in the amount of $235 to replace the dishwasher. I attempted to call in to 1) dispute that $235 cannot even buy the lowest priced dishwasher at lowes or even half of the price of the lowest priced dishwasher. 2) get a **** gift card or a gift card to a place other than lowes. The manager I spoke with essentially told me from the getgo that they were only going to give me the wholesale price for the dishwasher that I had, which is about 1/3 of the retail price. As I was disputing this entire transaction, I asked them to email me the warranty they were looking at and they had sent me the wrong warranty. The person and warranty was not me. They essentially had no intent to honor the warranty I had. After correcting this, they still argued that my warranty said the same thing and if I had a problem I should file a claim with my lawyer. For a $650 dishwasher this doesn't seem worth it, but their practices are horrific. *** refused to send me a gift card other than to Lowes for what my contract says is a "cash offer". It also said for replacement services that are less than retail but clearly they had 0 intent to replace the dishwasher or attempt to replace the dishwasher.

  Business Response

  Date: 01/12/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 6588864). 

  On December 19, 2022, the customer placed a claim for the dishwasher stating that the unit is not working properly. HWA dispatched ******* Appliance Repair to the customer's home to submit the diagnosis.  Upon inspection, HWA approved replacement with a buyout of $246. 

  As per section 14 of the Limits of Liability, "We reserve the right to offer cash back in lieu of repair or replacement (as per section 9, not matching for brand or color) in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item." 

  The customer appealed the determination stating that the cost to replace with the same brand at retail cost is in the amount of $649.  HWA advised the customer that we do not match for brand nor retail cost, however the buyout amount was increased to $357, which the customer accepted.  

  At this time the ****** eGift card is currently processing, which can take up to *********************************************************** lieu of the ****** eGift card, 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 policy terms and conditions and requests this matter be closed. 

  Sincerely, 

  The HWA Team