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:01/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filed a Claim about a gas leak in our newly purchased home. Home Warranty of America authorized a reputable local ****** to come and find the leak and repair under home warranty authorization. The bill was over $9k. The plumber has been calling and requesting payment for over 6 months. When I call I get hung up on and rudely responded to. The plumber is talking about creating a small claims case and also filing a lien against our home. This company had be deceitful they have told me over 6 times on the phone that the were in process of paying the plumber and now when I call they just hang up mid call.

  Business Response

  Date: 01/11/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 3204247). 

  On June 15, 2022, the customer placed a claim for the plumbing system stating that there is a gas leak in the home.  HWA dispatched Modern Plumbing & ************** to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the system requires a pressure test.  

  On June 16, *** requested the technician provide a photo and/or documentation of a red tag in order to complete claim evaluation. *** also requested the technician provide a cause of failure.  

  On June 28, the technician corresponded with *** stating, "We had **** hours plumber helper to diagnose gas leak on three story home. Need to add $4050.00 and the leak has not been completed yet." 

  HWA responded to the technician again requesting they provide documentation of a red tag from the gas company in order to complete claim evaluation to determine coverage.

  Thereafter, on August 30, the technician corresponded with CHW stating that the gas line was replaced for a total of $9,013.48. 

  HWA corresponded with the technician stating, "This claim was never approved nor denied as we asked you on June 28, in order to move forward with this claim, we will need a picture or documentation of a red tag from the gas company - which you never provided.  How did you think it was ok to do this repair? We would need that tag and the cause of failure and a detailed breakdown for the spot repair of the failed section only." 

  On September 2, the technician contacted HWA requesting an authorization for $9,000. *** again advised the technician that we did not approve repair as they failed to provide the requested documentation in order to complete claim evaluation to determine coverage.

  The technician elected to complete unauthorized repairs, and therefore there is no payment due from either HWA or the customer.  As per section 2 under ***************** "We will not reimburse for any services performed without Our prior approval." 

  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." 

  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 

   

   

   

• Initial Complaint

  Date:01/09/2023

  Type:Sales and Advertising 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 had a clog in my bathroom sink and called up home warranty of America. A plumber came and had to cut a hole in the wall in order to get to the pipe... He got permission for the company to proceed. I then had to call home warranty of America and explain to them that this hole needs to be patched up. They informed me that the plumber never got permission and that I would have to create another service request to get this completed. I had to pay another 75$ for a paint company(which I refused that company to come yet they still send them out) to close up the hole. I shouldn't be charged for another service fee when the plumber did get authorization to create it and they are denying it ever happened that is why I was charged the 75$.

  Business Response

  Date: 01/10/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding claim resolution; however, we are unable to locate the customer's policy in our system. 

  We attempted to reach the customer in order to gather policy and claim information, however they were not available, and a voicemail was left for a return call.  

  In order to issue a proper response, the customer must provide either the policy or claim number accordingly. 

  Sincerely, 

  The HWA Team 

• Initial Complaint

  Date:01/06/2023

  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.

  I filed a warranty claim for my washing machine with Home Warranty of America and the repair company came out 11/18/22. They were supposed to return 12/2/22 to make the repairs but stated the parts were on back order. 2 additional weeks go by and no word from the repair company or the warranty company so I call the repair company and they let me know the warranty company has decided to replace the washing machine. Home warranty of America never called me to update me on anything, I had and continue to have to reach out to them for this. We cancelled our contract with them as of 12/14/22 due to the very poor customer service (this is my second ******************** filing against them this year) and so once I contacted home warranty of America to find out whats next to replace my machine they told me a supervisor would call me within ***** hours as I want to appeal the amount they are offering ($343 is the offer yet the cheapest machine that is the same brand of mine is $529 and is not the same comps as my current machine). I had to call again today because I should have received a call no later than 1/4 and had not received one yet. I was told my case was assigned 12/30 but now I have to wait until 1/13 for the call with the case manager even though again today on the call I was told its a ***** hour turn around to get a call from the case manager so I do not know why this is taking 2 weeks to have the call. Home warranty of America has continually made me jump through hoops for my claims to be handled timely and now since I have cancelled it definitely feels like they are trying to do the least so they dont have to finish this claim. Please assist. Thank you!

  Business Response

  Date: 01/10/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their washer claim (no.: 6075639).
  
  Based on the diagnosis received from Prompt Appliance Repair LLC the customer was offered cash back in lieu of replacement in the amount of $343.00. However, the customer declined.
  
  Per section Limits of Liability (9) of the user agreement, Repairs/Replacements.We have the sole right to determine whether any Covered Item will be repaired or replaced. Parts and replacements will be of similar or equivalent quality and efficiency to those being replaced, subject to all other provisions of this Contract. Where replacement equipment of identical dimensions is not readily available, We are responsible for providing installation of similar quality equipment but NOT for the cost of construction or carpentry made necessary by different dimensions. We are not responsible for upgrading or matching color or brand.
  
  The customer has a call scheduled with their assigned case manager for 1/13/22 to address their concerns. Please also be advised that the policy expired as of 12/14/22.
  
  *** requests this matter be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 01/10/2023

  
  Complaint: 18698648
  
  I am rejecting this response because:just because I cancel my contract with them does not mean that my claim, that is still pending completion, gets put on the back burner. Not only that but every customer service rep provides conflicting information and is not accurate in the timeline for the claim to be completed/finalized.  Just because ****************** can see what communication is noted on the claim so far does not mean it is ok to not follow up with the customer timely since all communication to complete this claim has been initiated by me. Not only that, a customer service rep told me they could no longer email me since I do not have a contract with them yet I get multiple emails daily to the same email from HWA for me to renew my contract. HWA does shady business and the absolute least for their customers. There is no reason a claim from 11/18 should still be pending completion.  
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 01/18/2023

  **********************,
  
  The customer was provided a replacement offer in which she declined. Per section Limits of Liability (9)of the user agreement, Repairs/Replacements. We have the sole right to determine whether any Covered Item will be repaired or replaced. Parts and replacements will be of similar or equivalent quality and efficiency to those being replaced, subject to all other provisions of this Contract. Where replacement equipment of identical dimensions is not readily available, We are responsible for providing installation of similar quality equipment but NOT for the cost of construction or carpentry made necessary by different dimensions.We are not responsible for upgrading or matching color or brand.
  
  The customer spoke with a case manager on 1/13/23 and declined the offer. The customer stated that she has a Maytag unit. It was explained to the customer that we do not match brand for brand.The customer stated that she would contact her case manager back and provide the specifications of her top load washer. To date, *** has not received the information from the customer. Replacement is for $343.00 in the form of a ****** Gift Card. 
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 01/23/2023

  
  Complaint: 18698648
  
  I am rejecting this response because again, although ******* can read the claim and notate things, she apparently does not have all the updates as I have tried to call the case manager back multiple times and just listen to hold music the entire time. I scheduled another call with her for 1/20/23 and never received a call from her even though I have the calendar invite and was receiving texts to remind me of the call time. I have also emailed the case manager directly multiple times and have not received any reply. I have scheduled another call time with the case manager for this Wednesday to hopefully speak to her since all the ways I have been told to get in contact with her have been unsuccessful. My issue has not been resolved nor is anyone making an attempt to actually follow through with me, even when I schedule on their own scheduling application. HWA customer service is terrible, especially now since I canceled my contract with them, but it is always the customer jumping through hoops to get things finalized.  
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 01/30/2023

  **********************,
  
  Our most recent records indicate the customer spoke with a case manager on 1/25/23. *** agreed to issue replacement in the amount of $476.00 in the form of a check. The customer accepted. Please allow up to 30 days for processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 01/31/2023

  [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:01/06/2023

  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.

  This place is very unprofessional and the customer service ***** terribly!!! I called concerning ********* documents, and they couldnt find me in the system! They tried two different ways to locate my account and came up with nothing!! Once that happened, that let me know I didnt need to do anymore business with them! If you cant locate my account, then money shouldnt have been taken off of my card! I called my card company and reported them, and they tried to call me back afterwards about my documents! I was told that my policy documents would be emailed while we were on the phone, they did come! In my mind, I had already decided that I would be canceling the policy after they couldnt locate my info. I dont do business like that and I wont be spending my money with a company like this! I tried to give them a chance to redeem themselves, because I had a bad experience in November when I spoke to customer service agents!! I called back to cancel yesterday and guess what??? I was put on hold several different times waiting for another agent, no one ever came on the phone just music played. As I was on hold waiting on someone, several times the phone just disconnected or it was an automatic message saying everyone was busy!!! This is unacceptable for me, Im on hold now as I am typing this, all because I said I wanted to cancel! Now the service is even more terrible, they just sit around and not answer the phone!!!

  Business Response

  Date: 01/10/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding policy cancellation (policy no. 887941072). 

  Our records indicate the customer spoke with an HWA representative on January 4 and January 5 who advised the customer that in order to proceed with policy cancellation, the call must be transferred to the retention department, however the customer refused to be transferred and disconnected the call. 

  Nevertheless, HWA has processed a cancellation of the customer's policy effective immediately and issued a full refund of the paid policy premiums. All payments are subject to 30 days processing.  

  We have also 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.

  Sincerely, 

  The HWA Team 

• Initial Complaint

  Date:01/06/2023

  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.

  On Nov 3, 2022 filed a COVERED CLAIM for my dishwasher, its now Jan 5,2023 and we are still waiting for the dishwasher to be fixed, the techs that have been to my home 3 or 4 times and dont have ANY parts and keep trying to *****-rig my dishwasher that just cant be fixed, I have called today 7 times just to be hung up on 3 times. In GOOD FAITH I have been paying my monthly $80 bill to HWA. In BAD FAITH, *** has breached their contractual obligation and failed to replace a dishwasher thats not worked in 3 months. The main problem with *** is that it is not easy contacting them, you can file a claim online, but you cant log into your account and email anyone, they make it very difficult for members to communicate with them, thats very frustrating. BUT, being hung up on 3 times today is just unacceptable and unprofessional and I have paid my premiums for several years and this is the customer service I am dealing with. Who subcontracts individuals who dont carry or have parts on their SERVICE VEHICLES? *** does, thats just poor management and I think its a con game because they are actively in BREACH OF CONTRACT due to their inability and failure to provide adequate support services that have been paid for. This is BAD FAITH and I think acceptable remedy is the immediate installation of a new dishwasher and an apology for the inconvenience of having to do without a major home appliance. I will not call them again because they keep hanging up on me?

  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. 5947395). 

  Our most recent records indicate the customer has a repair appointment scheduled for tomorrow, January 13 between the hours of 8-5PM.  

  HWA requests this matter be closed. 

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 01/12/2023

  
  Complaint: 18689868
  
  I am rejecting this response because:
  
  The contract was breached and over 2 months of paying for a service that was not completed is unacceptable and violates their fiduciary obligation and a remedy of sorry is a very unprofessional. My request for a new dishwasher because of their contractor being unable to repair my dishwasher was the proper remedy by following their own contract. Payment of $80 a month for a service that I did not receive is bad faith and saying oops sorry is actually an insult. 
  
  Regards,
  
  *********************************, ****

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 27th, 2022 I filed a claim to have our hot tub repair. Paid Extra money to have the hot tub in our policy. As of today's date - we still have not had it repaired and continue to receive standard responses that we are looking for an 'in-network' technician. To be fair, they did send someone out in the middle of November whom showed up, looked at the hot tub for 10 minutes - put their hand on the heater and determined it would need a new thermostat and he would place the order and get back to myself. (not sure how you can tell that by just putting their hand on a heater but ok) - I paid the required ****** service call and never heard from the technician again. - Waited about 2 weeks after that visit and called *** and they said they were reassigning the claim to a new technician as this first gentlemen never responded to them. - Finally a couple of days ago they assigned a new technician for today. Called the company to confirm the timing of their arrival and they had no information about my service and no longer worked with ***. (How does that happen?), now we have to start all over looking for someone "in network" again. - Its coming up on three months now - and its time to go outside of your network and find a reputable company to fix my hot-tub. My policy has since expired on 12.29.22 and I get multiple calls to renew my policy - but can't get anything fixed on a policy we already paid for - (Never would consider renewing given the problems with service) - Multiple hours spent on the phone with *** and no closer to resolution since the day we filed the claim back in October. Nobody you speak to has any authority to do anything - Just a general statement that we have to start again

  Business Response

  Date: 01/12/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the pool/spa claim (claim no. 5846445). 

  On October 27, 2022, the customer placed a claim for the pool/spa stating that it does not heat. *** dispatched ******** ************ to the customer's home to submit the diagnosis. Upon inspection, the technician reported a failure to the heating element and sensor.  

  HWA requested the technician provide additional information in order to complete claim evaluation, however the technician failed to provide same. 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 *** has escalated the claim with dispatch in order to reassign the work order to a new vendor.  

  In lieu of awaiting vendor reassignment, HWA is pleased to offer the customer a check in the amount of $740, which represents the cost of repair quoted by the technician, in order to apply the funds towards repair using a technician of the customer's choosing.  Should the customer wish to accept, please contact ************ at *******************************************.  All payments are subject to 30 days processing. 

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 01/12/2023

  [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.  While *** has certainly omitted responses to the other issues, I want nothing more than to put this to bed and move on.  Will you forward this for the acceptance of the ****** and or should I reach out directly to them.
  
  Regards,
  
  ****** Welcome

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/27/22, I filed a heating system claim with Home Warranty of America (Claim #******). After *** could not find a tech to assign in the first 24 hours, they released me to find my own tech. On 12/30/22, he filed a diagnosis and recommended replacing my heat pump. More information was requested so he performed a test to find the leak on 1/3/23. To perform his test, he installed a loaner motor to pressurize the system and then left the loaner in place so my furnace would work until *** could approve repairs/replacement. At that point, my furnace had been non-functional since 12/28/22 and the forecast was getting colder, so he was being kind. The evening of 1/3/23, I received a determination that *** was going to deny my claim, due to unapproved repairs begin made. I had a long conversation with my assigned case manager, who insists the loaner motor constituted a "temporary repair" and voided coverage for the furnace. I maintain that the loaner motor was used as part of the test being performed and was left as a kindness but was not an actual repair. *** is now refusing to pay for the repairs or replacement of my furnace and states that because the original diagnosis was that the heat pump needed replaced at a cost of $4916, they will not cover the heating system until I show proof that the heat pump was replaced. My warranty with *** states that they will cover up to $5,000 for the furnace and I am asking that they do so. It does state that unapproved repairs will not be reimbursed but I maintain that the unit has not been repaired as of now. I have an HWA Platinum plan that cost $632.50.

  Business Response

  Date: 01/10/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 6708906). 

  On December 27, 2022, the customer placed a claim for the heating system stating that the system is constantly running.  HWA allowed the customer to use a technician of their choosing in order to submit the diagnosis for claim evaluation. 

  On December 30, *** received the technician's diagnosis which indicated a leak in the condensing coil and failure to the blower motor and capacitor.  HWA requested the technician provide visual confirmation of the leak with bubbles in order to complete claim evaluation. 

  On December 31, the technician indicated that in order to confirm the leak with bubbles with a nitrogen leak test, they would be required to take the unit apart which would be an additional charge to the customer.   HWA advised the technician that in order to complete the claim evaluation, HWA requires photos of the leak, and therefore the nitrogen leak test is required.  

  On January 3, the technician corresponded with *** stating that they could not locate the leak, and did not perform the nitrogen leak test, however they added refrigerant and leak stop/UV leak detector to the system, along with installing a temporary blower motor which has made the system functional while we complete claim evaluation. 

  The technician failed to provide HWA with the results of the nitrogen leak test in order to confirm the source of the leak.  The technician also recharged the system and added leak stop prior to receiving authorization, along with providing the customer with a temporary blower motor.    

  CHW issued the claim determination stating, "It has been determined that the work was completed prior to receiving approval from the authorization team. Please refer to your terms and conditions section Customer S number 2; we have the sole right to select the Authorized Repair Technician to perform the Service. We will not reimburse for any services performed without Our prior approval." 

  Today, January 10, as a goodwill gesture, an HWA Consumer Advocate contacted the customer's technician in order to request pricing for replacement of the blower motor, however the technician indicated that the customer has since opted to replace the furnace.  

  As per section 9 of the Limits of Liability, "We have the sole right to determine whether any Covered Item will be repaired or replaced." 

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer ***'s cost for replacement of the blower motor in the amount of $225 to apply towards the cost of replacement of the system. 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 

   

  Customer Answer

  Date: 01/10/2023

  [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, as it is the best I believe HWA will do to uphold the warranty.  I still maintain that the loaner motor that was installed was in no way whatsoever intended as a repair of any sort, either permanent or temporary, but was used in the performance of a requested test and was left installed as an act of kindness to my family, which had been without heat for over a week at the time in the middle of winter.  I also maintain that HWA should pay the $4,916 for replacement of the unit, as I was told on the phone by my HWA case manager that the recommended resolution was replacement, therefore the unit needed replaced.  I also maintain that HWA should cover the cost of replacement, whether I have replaced it at this point or not, due to the fact that my original unit quit working on December 28, 2022 and I had it replaced on January 9, 2023, after many weeks of non-functional heat in the middle of the winter.  I maintain that HWA twisted words and orchestrated a situation where they could effectively wait me out and force my hand in replacing the unit, and at that point was able to claim it was not their responsibility. 

  However, while maintaining my position, I believe that *** had no intention of fulfilling the terms of the warranty from the very beginning but will concede defeat at the hands of a large corporation and gratefully accept their insulting offer of $225 toward the cost of my $4,916 furnace.  I will also be recommending people stay far, far away from HWA and their shady business practices.

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

• Initial Complaint

  Date:01/02/2023

  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 originally filed a claim on 12/14/2022 and the first appointment for a technician was not until 12/19 (way outside of the ***** hour window). I changed the date to 12/20/2022 due to a conflict. The tech ****** from A.R.E ******* came about 2 and said that it was something with the motherboard not reading and one of the wires was loose. He left and paid $100.00 for his service. The heat went out the night of 12/27/2022 not even a week later. I called the tech ****** who explained that it was probably the motherboard and he would reach out to *** and I did not have to file a new claim. ****** said he would be out Friday 12/30/2022 at 130pm to look at the furnace. He was a no call no show. I called *** to reopen my claim 9am the morning of 12/30/2022. I called *** on 1/1/2023 and explained that my heat has been out for a week and ****** from A.R.E ******* has not been answering my calls and has not come through. The *** representative stated that he would put an urgent call out to A.R.E ******* and if i did not hear from them today he would file a reimbursement claim on my behalf and i would be able to look for someone else to come out. Well I have not heard from ****** from A.R.E. ******* and when I called *** that stated that I was given the wrong information and instead they would reassign me to a new tech. I have now been without heat for over a week. And i have no appointment from any *** techs. This is very frustrating and unacceptable considering I pay a monthly fee for this service that is paid on time every month and I am not receiving any service. It is also the wintertime in Chicago, and I need heat. My son is also here recovering from surgery, and he needs to be in a warm house. This is very unacceptable and to be told I can't be reimbursed, and I have to pay for any service out of my pocket without reimbursement is unfair to me. I should not have to be without heat because *** does not have the reliable techs, they need to satisfy their customers.

  Business Response

  Date: 01/05/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.:6511857).
  
  Our most recent records indicate that ASAP HVAC reported the thermostat failed. As of 1/4/23 HWA authorized the technician to complete the repairs. *** spoke with the customer and confirmed the technician was approved to complete the repairs. The customer indicated they would reach out the technician to schedule a repair appointment. Our records reflect that the replacement of the thermostat was completed on 1/4/23.
  
  A consumer advocate spoke with the customer today, confirmed the repairs were completed and the unit was working. The customer was displeased with the timeframe to repair her unit. As a result, *** agreed to add one free service call fee to the customers policy for future claims.
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************
  

  Customer Answer

  Date: 01/09/2023

  
  Complaint: 18673803
  
  I am rejecting this response because: because the furnace stopped twice since the installation of the thermostat and now the tech is stating it is the pressure switch that needs to be replaced. The tech is coming out today and once that has been installed and i have continuous heat for more than a couple days I will be Ok with their response. 
  
  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My water heater stopped working on 12/20/2022. I filled a claim on 12/21/2022 I have not received any service from HWA, they kept emailing me that they are working on finding a technician. They emailed me that they found a technician and will be in contact with me shortly. I called the technician number twice and LVM and never received a call back from that technician. Emailed *** again stating that we need this issue to be fixed asap. Its winter time. The company kept emailing me that they are trying to find one. Finally, the morning of 01/02/2023 I emailed the company that I will call a technician myself I need the reimbursement link to start that and call a technician. They stated that Im not eligible at that time for reimbursement process since they just assigned a case again and trying to find us a technician. In the first two days of this case they send me a link for a technician for a reimbursement but I waited in the hope that they will find a technician and help me with that issue. Today I called the resolution team for a solution but they offered me $100 only from the bill that I paid. I paid $378 for a technician who came over to fix my water heater and they said that since I did it before an approval I am not eligible. How long should I waited it in ********* weather for them to find a technician. it took them two weeks trying to find a technician and they failed to find a technician and I, in two hours of searching I find almost 3 of them that they were able or offered to come out and help, fix my water heater.

  Business Response

  Date: 01/03/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 6619113). 

  On December 21, 2022, the customer placed a claim for the water heater stating that there is no hot water.  *** assigned the work order to several different vendors, however, due to high seasonal demand, the technicians were unable to keep the appointments. 

  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."

  On January 2, the customer forwarded a paid invoice for repair of the water heater and requested reimbursement for the cost of same.  The customer was advised that *** will not issue reimbursement as the repair was completed without prior authorization and prior to supplying HWA with the diagnosis.  As per section 2 under ***************** "We will not reimburse for any services performed without Our prior approval." 

  As a goodwill gesture, *** offered the customer a check in the amount of $100 as partial reimbursement for the completed repair, which the customer accepted.  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 

  Customer Answer

  Date: 01/03/2023

  
  Complaint: 18672967
  
  I am rejecting this response because: the company took advantage of my situation and failed to find a technician to fix my issue and I was able as an individual to find more than technician available within an hour of researching. After all I went through, they offered to refund me $100 as a goodwill?? Really??!! Most of this company customers  reviews indicated that they incapable to fulfill their services promises.
  
  
  
  Regards,
  
  *******************

• Initial Complaint

  Date:01/02/2023

  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 we filed a service claim with HWA for repairs to our furnace. HWA selected a technician and approved replacement. Attached to the furnace is a humidifier and a Trion electronic air cleaner. As part of the installation process the technician disconnected the power supply to both those units but never reconnected them. This was not discussed with us, and the power supply is inside the furnace unit, so it is not visible to us. On 11/20/2022, we noticed the house was very dry, we checked the humidifier and discovered it did not power on. We also noticed that the air cleaner was not running. We called *** who sent out an electrician to investigate. The electrician opened the furnace, and it was at that time they discovered the power supply lines to the humidifier and the air cleaner were disconnected and capped. The electrician reconnected the lines. The humidifier works; the air cleaner powers up but no longer works. On or about December 8, 2022, we reached out to HWA for repairs on the air cleaner. At no point during either the November 2022 claim, or in the follow up claim did HWA say the unit was not covered by their policy. We paid service fee/deductibles both times. *** sent out a technician who determined the unit could not be repaired. First, *** denied replacement on the grounds that the unit is not covered by their policy. If that is the case, they should not have sent someone out to investigate at all, costing us $200 in deductible fees. We went through HWAs steps to dispute their decision. On January 2, 2023, they denied the claim on the grounds that 1. the unit is not covered and, 2. *** is not responsible for the negligence of their vendors. *** should not be able to avoid responsibility by claiming negligence on the vendors they have exclusive control over assigning. We were not able to choose the vendors and should not be responsible for HWA selecting unqualified vendors. *** should replace the damaged air cleaner.

  Business Response

  Date: 01/05/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their electrical and heating system claims (no.: *******; *******; *******).
  
  Electrical System Claim no.: ******* (11/20/22)
  Our records indicate that ***** & Sons Home Maintenance & Repair reported that there were two failed 20amp circuit breakers for the furnace and humidifier/sump pump. Additionally, that they would not reset as there was no power output. As a result, the technician replaced two circuit breakers. On 12/8/22 the customer contacted *** and stated they were experiencing additional failures. *** recalled the claim and reassigned ***** & Sons Home Maintenance & Repair.
  
  Heating System Claim no.: ******* (12/22/22)
  Based on the diagnosis received from Porters Heating and Cooling it was determined that the electric air cleaner was not working properly. The electronic air cleaner is not included with the customers current coverage.Per section Home Owner(1) of the user agreement, We list examples of components not covered; to assist Your understanding of this Contract. The examples of not covered; components are not exhaustive. The system/item is not covered under your contract.
  The customer appealed the claim determination and spoke with a case manager. The customer stated that last year the vendor replaced the furnace and did not connect the air cleaner. The customer also stated that the technician caused damage to the system.
  
  Per section Limits of Liability(15) of the user agreement, Authorized Repair Technician. You understand and agree that We are not a contractor. We will not be the Authorized Repair Technician and We will not perform the Services under this Contract. We engage third-party, independent contractors to service homes under the Contract. We will subcontract with Authorized Repair Technicians that meet Our standards. 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.
  
  Therefore, the claim determination remains as non-covered.
  
  Heating System Claim no.: ******* (12/23/22)
  Based on the diagnosis received from *************** Services the technician was authorized to replace the igniter and inducer motor. *** spoke with the customer on 1/3/22 and advised them of such. The customer stated that they would contact the technician to schedule a repair appointment.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************