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:12/30/2022

  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 furnace stopped heating on 12-23-22. When I went to check on it, I also noticed that my water heater was leaking a good amount of water on the bottom. I immediately contacted *** and filed two claims. I was told a technician will be contacting me within **** hrs. Nobody contacted me. I called back several times to inquire about my claims. I keep being told they need more time and that there is no time frame. I asked to speak to a supervisor on 12-28-22. Was told I will get a call back within 24 hrs. I did not receive a call back. I called again and was told that I still have to wait for my claims and the supervisor with no time indication of how long any of this will take. I asked for contact to write a complaint to corporate and was told they dont have that information. The boiler is leaking and the heater is not working properly and after a week they have no information for me except to keep waiting. The temperatures over Christmas have been below 0. This is unacceptable behavior. Manager just called me and they escalated my claim. She also stated they have nobody above the supervisor to contact to address issues with claims(no regional manager nor corporate).

  Business Response

  Date: 01/04/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 6646623). 

  On December 23, 2022, the customer placed a claim for the heating system stating that the boiler is leaking.

  Due to high seasonal demand, HWA offered the customer the option of the "Claim Reimbursement Process", which allows the customer to use a technician of their choosing to submit the diagnosis for claim evaluation, however the customer declined this option. 

  As per section 1 under 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 the claim has been assigned to LJM Climate Solutions, LLC with an appointment scheduled for January 9, between the hours of 3-8PM.  

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

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 01/10/2023

  
  Complaint: 18661862
  
  I am rejecting this response because:

  I have received emails for appointments for both of my claims. The appointments were with the same company on the same day but at different times. The day of the appointment nobody came. I called the company that they made the appointment with and the owner said that he just received the appointment requests. So, he said that someone can come out in the morning for the two claims. And I confirmed that I will have to pay the two service fees. They came out today at 8am. Looked at both the furnace and the water heater(I thought it was called the boiler). They stated that the water heater needs to be replaced. The technician sent HWA all the pictures and the request to replace the water heater and they said they werent supposed to even look at the water heater stating that one of the claims was canceled without even notifying me nor the technician that they canceled one of the claims. I paid the $200 service fee for both of the claims and now *** is telling me they have to open another claim for the water heater and someone has to come out and look at the water heater to see whats wrong with it. The technician that was here today already looked at it, diagnosed it, sent HWA the pictures they requested and everything to be told that claim was canceled, but nobody is giving me back my money. I asked why the company that was here today cant do the work, *** said that company doesnt do that work and the owner of the company said that in fact they do replace water heaters and that he has them ready to go and can replace it today even. Now, *** wants to send yet another technician from a different company and expect me to pay them $75 to do so when they already have Al the information they need and a company that is willing to do, a company that *** sent to my house. I dont understand why this company that was here today cant do the work. It has taken almost three weeks to even get a technician out to look at the problem. Now I have to wait again and pay again. This is fraud. I have proof that *** sent out the two appointments with the two separate claim numbers that they state one was canceled. I either want *** to accept the work order to replace the water heater by the technician that came today, wave the fee for the next technician or return the money I paid in full for the warranty that is scamming me. 
  
  
  Regards,
  
  ********************

  Business Response

  Date: 01/11/2023

  **********************,
  
  Based on the diagnosis received from LJM Climate Solutions LLC it was determined that a different trade technician is required. The technician reported that the customers unit is a water heater not a boiler. Therefore,the customer needed to open a water heater claim. Claim no.: ******* was opened on 1/10/23 and HWA agreed to lower the customers SCF to $75.00. Per section Customer ********** of the user agreement, You must pay the Trade Call Fee for each Service Request in advance of any Services being scheduled. The Trade Call Fee applies to each Service Request dispatched and scheduled,including but not limited to those Service Requests wherein coverage is deemed excluded or denied under Your Contract.
  
  The claim has been dispatched to our vendor network and is pending assignment at this time for the new claim placed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 01/12/2023

  
  Complaint: 18661862
  
  I am rejecting this response because:
  I just received a confirmation from HWA this morning at 8:13 that another appointment is set up for this morning from 8:30 to 11 time frame. 17 minute before notice! Also, the appointment is set up from the same company that came to my house the other day that *** said wasnt the right technician. I called the company that the appointment is set up with to confirm the appointment and the technician said he has no appointment scheduled from ***. I asked if he can resubmit the information about the water heater under the new claim number and he tried but he couldnt. HWAs system is not letting him. Is this all a joke?!? Why are they not giving him the appointment info and why are they saying that a different technician has to come out and ask me to pay more money when its the same technician. I want them to accept this claim from the technician
  
  
  Regards,
  
  Damjana Do

  Business Response

  Date: 01/18/2023

  **********************,
  
  Our most recent records indicate that as of 1/17/23 the technician was authorized to replace the hot water heater. There are non-covered charges due to the technician in the amount of $123.00. This accounts for the hot water fluid pan ($48.00) and the expansion tank ($75.00).The customer spoke with a customer service representative today 1/18/23 regarding such. *** offered to call the technician to obtain the specifications. The customer indicated that she would contact the technician directly to confirm. A copy of the policy was also e-mailed to the customer.
  Consumer advocate ******************** also e-mailed the customer today and provided the breakdown of cost(s) for replacement.
  
  Hot water heater: $849.00
  Hot water fluid pan: $48.00
  Expansion tank: $75.00
  Labor: $350 .00
  
  Once the customer pays the non-covered charges due to the technician a repair appointment can be scheduled.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 01/26/2023

  
  Complaint: 18661862
  
  I am rejecting this response because:
  
  The technician has not received the contract payment agreement from them to this day. It has been impossible for him to get ahold of vendor relations to resolve this issue. He cannot and refuses to complete the work because he has had payment issues in the past with *** and he doesnt believe that he will be paid. So he refuses to schedule an appointment  to do the work on the water heater until he gets a contract payment agreement. I have called HWA all week and continue to be told to wait 24 for a resolution. Every day passes, No resolution, another day passes. Weeks are passing and the water heater is damaging my house from the leaking. I also emailed this ******************************* and she has not responded to this issue. I am losing my mind with this. Wasting so mu chi of my time and energy everyday to have the same go around. I managed to get vendor relations in touch with the technician and he told them that he has no assess through the contractor portal and that every time he calls them they hang up. He requested the agreements be emailed and he has yet to receive them. He wont schedule until he does. I need a resolution to this issue.
  
  Regards,
  
  ********************

  Business Response

  Date: 01/31/2023

  **********************,
  
  As an alternate resolution, the customer was offered our full costs for repairs in the amount of $1,124.00 to use to pay a technician of their choosing to complete the repairs. The customer has accepted. Funds will be mailed in the form of a check and are subject to 30 days processing. The customer also has the contact information for consumer advocate ******************** should she wish to inquire regarding the status of payment.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  ********************

• Initial Complaint

  Date:12/29/2022

  Type:Billing 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 paid for a home warranty from this company. When I sold my property I called and cancelled the policy. I had previously set the account for auto pay on a credit card. The policy was not cancelled and the card was continuously charged. I did not notice the payments and was blindly paying the card balance. I called to try and get a resolution and all they would say was we cancelled it now and nothing else. I have not even owned the property for a year.

  Business Response

  Date: 12/29/2022

  **********************,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: IL04-SA00176790).
  

  We reached out to the obligor at the time of the contract and it was confirmed that there is no written record from the customer requesting to cancel coverage in October 2021. The customer also pointed out in their complaint that they placed the account on auto pay and were blindly paying their card balance.
  

  The policy was cancelled as of today December 29, 2022. However,there is no refund due to the customer at this time. Should the customer have written documentation to support their request for cancellation they may forward to consumer advocate ******************** at ********************************************* for further review.
  

  HWA requests this matter be closed.
  

  Thank you,
  

  ********************

• Initial Complaint

  Date:12/29/2022

  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 two open claims with the warranty company. Its been over two weeks and no service has been performed for either one. They keep contacting some ***** at center **************. However they never show up for the appointment. For the electrical issues no one has come. This is not the first time Im having this issue:

  Business Response

  Date: 01/03/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing stoppage claim (claim no. 6506169). 

  Our most recent records indicate that the claim has been assigned to Kwik Serve Plumbing & Heating with an appointment scheduled for January 4, between the hours of 11-3PM. 

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

  Sincerely, 

  The HWA Team 

• Initial Complaint

  Date:12/29/2022

  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've been a customer of HWA for 3 years, during this time it's become increasingly clear that they actively use a network of substandard contractors to minimize or totally skirt their responsibility to properly fix or replace contractually covered systems. The technicians they select to provide service often are some of the most poorly reviewed technicians in the area. I've had experience with their contractors in 3 areas: ****, small appliance, and plumbing. The **** technicians they provided failed to resolve issues and claimed (incorrectly) that the **** units servicing my home were wrongly sized but would not be covered under warranty (the issue was fixed without replacement by a contractor outside their network). The small appliance technician came out to service my dishwasher, got it working but indicated a control panel needed to be replaced and to let them know when it stopped working again and they would come out and replace it....33 days later the part failed but the technician reneged on their word and instructed me to open up a new claim which would result in an additional deductible fee. The plumbing technician was assigned to my claim some 71 hours after the claim was initiated and that service provider indicated service for my issue of no running water would be performed 7 days later....10 full days after the claim was opened. This company does not provide the services it is contractually obligated to provide, they engage contractors/service providers that are well below industry standards and seem motivated solely but claiming deductible checks for visits and not motivated to solve problems or do necessary repairs, and they do not provide timely service in accordance to their own SLA's. If you look at the customer reviews of this organization on ******************** there are 121 reviews all of which appear to be the lowest rating possible....at what point do you take action to protect consumers from these predatory practices?

  Business Response

  Date: 12/29/2022

  **********************,
  
  The customer stated that this is for ******************** information only. Please close this complaint
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 01/05/2023

  
  Complaint: 18655227
  
  I am rejecting this response because: This does not address any of the concerns in any way.  Since opening the complaint I have recieved multiple emails from the business long after unsubscribing.  Due to this harassment I now seek a refund of my 2022 plan fee.
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 01/10/2023

  **********************,
  
  In the customers initial complaint there was no settlement requested as they indicated their complaint was for BBB information purposes only. Therefore,*** requested the complaint be closed.
  
  The customer has now expressed concerns regarding e-mails received for renewal. As the policy approaches expiration, *** reaches out to our customers regarding auto-monthly renewal. If the customer opts not to renew their preference is recorded. The customer may possibly receive additional correspondence regarding renewal leading up to the expiration date of their current policy. However, the policy will not be renewed if the customer has recorded their preference. The current policy is set to expire tomorrow 1/11/23.
  
  As the customer has fulfilled their policy (1/12/22 1/11/23), a full refund of the paid policy premium ($623.88) is not due to the customer at this time.
  
  This matter should be closed.
  
  Thank you,
  
  ********************

  Customer Answer

  Date: 01/11/2023

  
  Complaint: 18655227
  
  I am rejecting this response because: In addition to making the complaint for BBB information I also marked it that *** should modify their advertised claim.  At no point in any response from HWA have they made any effort to explain, address, or dispute the content of my complaint which would indicate they agree with the content of my complaint and as a result they need to modify their advertised claim that they provide home warranty services when they do actively avoid providing said services.  Further more I have opted out of all email multiple times and *** has in this response admitted that they are continuing to email even though they know I have rejected renewal and know that I have opted out.   I ask again, at what point does BBB weigh in to protect consumers and warn this business about their deceptive advertised services and their illegal email marketing.
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:12/28/2022

  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.

  This claim was sent since 12/6/22 that the Circuit breaker keeps going off in the living room and one of the outlets is not working and also the outlets in the kitchen is not working because when she turns on te microwave it keeps tripping the breaker so she wants a electrician not a technician for the microwave, second they tried to send one electrician who tried to diagnosed our issue over the phone, which that didnt help at all, then they assigned another company and they came and looked at everything and they got the approval to fix this issue and the electricians are no where to be found phone isnt accepting calls, so now theyre looking for another electrician to come an look at the job once again and second they made me put in a second claim and wasted another 75 dollars so they can tell me our microwave isnt working due to the power breakers tripping, which the 2nd electrician mentioned this to HWA but they still wanted us to get an appliance tech to tell them that! 3rd they dont even reimburse you the amount for the product that is at todays economy prices! So i still come out of pocket for a basic Model! This company really is something else. Waste of time and money. This is a big hazard at our home that can cause a fire which i have mentioned this to them!!!!

  Business Response

  Date: 01/03/2023

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the electrical system claim (claim no. 6406218). 

  On December 6, 2022, the customer placed a claim for the electrical system stating that when they turn on the microwave, the circuit breaker goes off. *** dispatched Quick Fixin Fellas to the customer's home to submit the diagnosis. Upon inspection, *** approved replacement of the four outlets and three 30-amp breakers, however the technician failed to return to the customer's home to complete replacement. 

  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 HWA has waived the service call fee and returned the claim to dispatch escalations for vendor reassignment.  

  In lieu of awaiting scheduling, as a goodwill gesture, *** is pleased to offer the customer a check in the amount of $313.60, which represents ***'s authorized cost of replacement of the outlets and breakers, in order to apply the funds towards repair using the customer's own technician.  Should the customer wish to accept, please contact ************ at ********************************************.  All payments are subject to 30 days processing. 

  With respect to the customer's microwave, the customer placed a claim for the electrical system, and therefore in order to service the microwave, a new claim must be placed as a technician of a different trade is required in order to complete the diagnosis. 

  Our records indicate HWA approved replacement of the microwave with a buyout offer of $191, which the customer accepted. As per section 14 of the Limits of Liability, "We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (not matching for brand color or dimensions) 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." 

  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 

  Customer Answer

  Date: 01/03/2023

  
  Complaint: 18647134
  
  I am rejecting this response because:

  We Rejected this because, we cannot find an electrician to do the job for that amount, we prefer HWA to find us a Electrician under their network because we cannot afford putting Out of Our Pockets extra money that an electrician will charge Us. So they can continue looking for a Electrician.
  and regarding the Microwave yes we agreed to get the 191 for it But we still had to put More Money for One because the cheapest microwave was 245, they are not up to date with their fees and theyre not up to date with todays Economys prices. Thank you.
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 01/04/2023

  Dear **********************: 

  *** is sorry to hear of the customer's continued frustrations. 

  Our most recent records indicate that electrical system claim has been reassigned to *************** with an appointment scheduled for January 11, between the hours of 7-11AM.  

  With respect to the microwave, *** has abided by the terms and conditions set forth regarding cash payment.  The customer has accepted the buyout amount and no additional funds will be honored. 

  HWA requests this matter be closed. 

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 01/06/2023

  [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:12/23/2022

  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.

  Hi,I purchased a warranty thru this company and have had a plumbing issue for two weeks now with no resolution. They keep sending underqualified plumbers that refuse to do the job. I had two reps hang up on me and promised a supervisor to call me back that never happened.

  Business Response

  Date: 12/29/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 6480678). 

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

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

  Sincerely, 

  The HWA Team

• Initial Complaint

  Date:12/23/2022

  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 company will not honor a service call as they considered it an "emergency" and stated that I needed to wait 9 hours (which may have resulted in serious injury or death).

  Business Response

  Date: 12/29/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 6642270). 

  On December 22, 2022, the customer placed a claim for the heating system stating the furnace stopped working due to an issue with the motherboard. The customer also indicated to HWA that they have already hired their own technician and the repair has been completed. 

  The customer was advised that *** has the sole right to select the service provider. Moreover, *** will not reimburse for repairs completed without prior authorization. 

  As per section 2 under ***************** "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."

  HWA has since closed the heating system claim as the customer no longer requires service.  

  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: 12/29/2022

  
  Complaint: 18633086
  
  I am rejecting this response because:
  
  That is not what was communicated. They stated that there would be a 9 hour delay in technician response initially then a manager said they have no set times and could put the repair out for days which is unacceptable. Additionally the manager said they actually DID reimburse if they deemed it fit if I submitted documents to some online portal that they didn't explain further when I brought up this. Lastly they stated they do not cover anything considered an emergency repair and when I asked what that meant they would not give me a direct answer then the manager proceeded to hang up on me. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 12/30/2022

  Dear **********************: 

  *** is sorry to hear of the customer's continued frustrations. 

  As indicated, the customer elected to have the repair completed prior to placing the claim with *** and prior to providing the diagnosis or receiving claim approval from ***. 

  We apologize that the customer is still dissatisfied, however, *** has no new information to provide at this time.

  We have addressed the customers concerns and were in compliance with the terms of the policy.

  *** considers this matter resolved and request the complaint be closed as no further action will be taken. 

  Please refer to the Resolution of Disputes section of the *** User Agreement should the customer wish to pursue their complaint further. 

  Sincerely, 

  The *** Team 

• Initial Complaint

  Date:12/22/2022

  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.

  Date of transaction: 12/16/2022 I needed a water heater repaired and the warranty company said that they would contact a technician within ***** hours. They failed to do so, and I was then told that I was to contact a technician to have the repair done. I did so, and I payed out of pocket for the expense. The total charge was $481.00. Home Warranty is stating that I did not follow protocol by waiting for them to respond to the email with authorization while the technician was waiting, and is now saying that they will not reimburse the amount.

  Business Response

  Date: 12/23/2022

  Dear **********************: 

  Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 6505665). 

  On December 13, 2022, the customer placed a claim for the water heater stating that it is leaking gas. 

  On December 15, the customer contacted *** requesting status of the claim and was advised the work order is pending vendor assignment. The customer was offered the option of the "Claim Reimbursement Process", which allows the customer to use a technician of their choosing to submit the diagnosis for claim evaluation, however the customer declined the option and opted to await vendor scheduling.  

  On December 16, *** assigned the claim to ******************* Plumbing with an appointment scheduled for the same day. Later that day, the customer forwarded a paid invoice for repair of the water heater requesting reimbursement.  

  *** advised the customer that the technician was not authorized to complete repair as the diagnosis was not submitted prior to claim evaluation, and therefore *** is not liable for reimbursement accordingly.  As per section 2 under **************** of the *** User Agreement, "We will not reimburse for any services performed without Our prior approval." 

  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 *** Team 

• Initial Complaint

  Date:12/21/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a home in August 2022.Upon Inspection, we were Informed that there had been zero maintained to heating/cooling system for 5+ year and appliances were all over 10 year old. The seller offered a home warranty to accommodate our concerns. First, our dishwasher broke. Although the process took 2+ months, and several phone calls they proved $591 toward a new dishwasher. Second, our central air/heatpump stopped working (still in August). We wanted to follow the process we dis with the dishwasher, since it worked ok, but it is now December and we have yet to have a tech come for a repair. Techs they have assigned were not notified of appointments and didn't even contract with ***. Is iis December 20th, 2022 and we are still waiting. We were offered a reimbursement process, but are not doing that becasie of the experience below. Our hot water tank stopped working. Since the heat pump was Taki g so long, we thought we would try the reimbursement process. We hired a plumber who said the system needed to be fully replaced. Due to the issues with the system and the age (19+ years old) the system was not serviceable, and if he attempted to service it, it would almost for sure break during the process. They refused his recommendation and said they will only approve a repair for $275 vs the needed replacement of a dual hot water tank system upward of $5000. They ignore the opinion of a professional due to not wanting to pay. We did the reimbursement process for our water shut off valves when the plumber came to inspect the hot water heater. So, 2 claims at once. Our water shut off valves were breaking/leaking throughout the house and were unsafe. They refused reimbursement and are harassing my tech (who is not one of their techs, but a plumber I have worked with for 12 years and I trust, but after 5 back and forth messages he is getting frustrated with their lack of trust in his expertise and the fact that won't approve his work.

  Business Response

  Date: 12/29/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 4687290) and the water heater claim (claim no. 6269970). 

  With respect to the air conditioning claim, our most recent records indicate that the claim has been assigned to ****** Brothers Heating & Cooling with an appointment scheduled for January 4, between the hours of 7-11AM.  Please note the technician will also diagnose any failures relating to the heating system as the customer also placed a heating system claim (claim no. 6624267). 

  With respect to the water heater claim, the customer placed the claim on November 28, 2022, stating that there is no hot water.  HWA allowed the customer to use a technician of their choosing to submit the diagnosis for claim evaluation. Upon inspection, the technician reported, "One of the two water heaters seems to be non-functional, system was designed for two heaters for greater capacity, second unit is functional but has poor recovery time leading to insufficient hot water for normal use."

  It should be noted that upon inspection, the technician reported that the customer has two ************* water heaters installed, however the technician provided an estimate for replacement which included an upgrade to a tankless water heater.  As per section 9 of the Limits of Liability, "Parts and replacements will be of similar or equivalent quality and efficiency to those being replaced...We are not responsible for upgrading..."

  HWA requested the technician provide a cause of failure in order to complete claim evaluation as this information was missing from their report.  

  On December 16, the technician reported that the cause of failure was to the gas valve.  As such, *** requested the technician provide their cost to replace the gas valve, to which they indicated, " To replace the gas valve will be about $675 in parts including a new gas control valve, new pilot assembly, burner, gas flex supply line and additional gas fittings Labor for this task will be $5,000 ($1,250 per hour). 

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

  It should also be noted that within the technician's initial reporting, the technician quoted their cost for labor in the amount of $225 per hour, however, upon HWA requesting the technician provide a cost for replacement of the failed gas valve, their labor cost increased to $1,250 per hour, which indicates the cost for labor has been gouged in order to effectuate a full replacement and provide reimbursement to the full extent of ***'s liability.

  As per section 17 of the Limits of Liability, "You understand and agree that, in no event, will Our liability exceed $5,000 per Covered Item"

  Due to the technician's failure to provide an accurate cost for repair, *** issued reimbursement to the customer at HWA's rate for replacement of the gas valve in the amount of $275. No further action will be taken.    

  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

  
  Complaint: 18617802
  
  I am rejecting this response because:This is my second complaint about issues with this company through the BBB. We purchased a home August of 2022. The seller provided a gold warranty through HWA since they had not done recommended maintenance for 5+ years. HWA replaced our dishwasher. We attempted a claim on our Heat pump/AC/Heater unit, which took 6 months to have completed. We were without central heat when it was 6f outside. When calling frustrated, they had no sympathy and just asked us to wait or use the "reimbursement process". We now have a bill for the full repair amount from the ****** ************ becasue HWA didn't express to them the process of billing, when we should be only paying the $75 service fee. We also have a claim for leaking shut off valves. We used their reimbursement process due to the time delays with the heat pump repairs. The plumber came and replaced leaking and bulging plastic cut off valves with attached hoses. He had to replace 13. He filled out the all the info and was asked for more and more until the point they didn't believe him. They want photos of leaking valves. Not sure how you photograph leaking valves or valves that don't effectively shut off water, but they refuse to reimburse the amount due to no photos, which they didn't tell us to provide prior. So, ************************ replaced broken, leaking, non-working, shut off valves with bulging hoses but refuses to reimburse us despite the plumber who gave us a discount becasue there were so many broken. And last was a hot water heater. While replacing the shut off valves, *********** evaluated the hot water heaters. One is broken, the other almost. We have a dual hot water heater setup. The plumber gave a replacement bid for both tank and tankless hot water heaters, and the plumber says the units are beyond serviceable lifespan. The tankless setup was more affordable than replacing the dual unit. Hwa wants us to replace a part on unserviceable units despite the recomendation of pro
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 01/24/2023

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

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

  With respect to the air conditioning claim, our most recent records indicate that *** assigned ************************************** to the work order, however a diagnosis has not been provided in order to issue a claim determination. 

  As such, *** is not liable for reimbursement for the cost of the completed repair as we did not approve nor authorize repair as the diagnosis was not provided. 

  As per section 2 under ***************** We will not reimburse for any services performed without Our prior approval.

  In regard to the water heater, the technician does not make the determination as to whether the water heater will be replaced or repaired.

  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.

  Lastly with respect to the plumbing system claim (claim no. *******),*** allowed the customer to use a technician of their choosing to submit the diagnosis for claim evaluation. Upon inspection, the technician reported that thirteen (13)valves require replacement. HWA requested the technician provide information as to how all 13 valves failed to which they indicated, they are showing these signs of aging and potential failure.

  HWA requested proof documenting that all valves have failed, however the technician failed to provide same, and therefore, HWA closed the claim as the policy does not cover for preventative maintenance. 

  HWA requests this matter be closed.

  Sincerely,

  The HWA Team
  

  
  

• Initial Complaint

  Date:12/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed Complaint ID #********. This matter is not resolved. In fact this problem is getting worse. Please help.I have received calls from: ************** on December 2 ************** on December 4th ************** on December 5, 6 ************** on December 8th ************** on December 13, 14, and 20th.

  Business Response

  Date: 12/21/2022

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

  Please note this complaint was resolved under BBB Complaint ID ******** on November 29, 2022, to which the BBB determined your company has addressed the issues within the complaint.

  As per our initial response, *** advised the customer to allow for up to 30 days for the information to process.  It has not yet been 30 days.

  As per the response, should the customer continue to receive solicitations after 30 days, please forward the phone number and/or forward the email that they received to ******************************************** so we may revisit the issue.

  HWA requests this matter be closed.

  Sincerely,

  The HWA Team

  Customer Answer

  Date: 12/22/2022

  
  Complaint: 18616433
  
  I am rejecting this response because:  This complaint is not resolved.  Actions by Home Warranty of America is getting worse.  This is my second complaint about this buisness.  I received two more calls yesterday.  I simply want them to stop contacting me.  
  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 01/03/2023

  Dear **********************:
  
  *** is sorry to hear of the customer's continued frustrations.
  
  HWA has sent a duplicate request to our marketing department in order to place the customer's information on our do not call/do not email list.
  
  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