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:12/17/2022

  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.

  On November 14 we had a technician from Home warranty of America come out to fix a dishwasher that was working but wasnt cleaning very well. It was an easy solution. There was a plastic glass holder blocking the fan from spinning. It worked great after that. But the technician wanted replaced the soap dispenser. Im not sure why. When he left, we turned it on and water flooded our kitchen. When we tried to get him to come back and fix it he stopped answering calls. We begged home warranty the send out someone else. They refused for 2 weeks. Then they finally reassigned it to a new technician and handed me off to them to schedule a time we could be home. Then that technician told us hed get back to us and then disappeared. After I took off of work and waited for him to show up for our appointment he never showed for. Again, home warranty did nothing except to say theyd assign another technician. We have been dealing with this for well over a month. We have begged for our money back so that we can finally get this fixed. *** asked to speak with a manager and have been promised a call back but no one calls. We are beyond exasperated with this company but we also have been robbed as we have paid not only the cost of our warranty but the $100 for the service fee. What it has cost us in time and stress we cant get back.

  Business Response

  Date: 12/19/2022

  **********************, 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dishwasher claim (no.: 5997792).
  

  Our records indicate Dr. ************ Repair replaced the detergent dispenser. However, subsequently thereafter the customer indicated they were experiencing additional failures. The technician unfortunately was unable to report back the customers home. The customer stated in their complaint that the technician caused damage to their appliance.
  

  Please refer to the terms and conditions section Limits of Liability number 15; 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.
  

  *** then reassigned the claim to Superior Appliance Repair and waived the service call fee.
  

  Please refer to the terms and conditions section **************** number 5; ** Services provided under this Contract should fail, We will provide for the necessary repairs without an additional Trade Call Fee for a period of 30 days on parts and 30 days on labor from the date the Services were materially complete.
  

  An appointment was scheduled for December 16, 2022, but the customer contacted *** and requested to reassign the claim as they were unavailable for the scheduled appointment. *** dispatched the claim to our vendor network and assigned ***********************. An appointment is scheduled for Wednesday December 21, 2022 between 8:00AM 5:00PM. The customer stated on December ******* that appointment did not work for them. The customer was advised they would need to contact the technician directly ************** to re-schedule.
  

  Thank you,
  

  The HWA Team

• Initial Complaint

  Date:12/15/2022

  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.

  On 11/23/22 I filed a claim with HWA for a washer that was not working. HWA sent ********** Services to repair the washer on 11/30. The repair could not be completed because a part needed to be ordered. I was told the part was ordered by ***** on 12/1. I still haven't received the part so ***** can finish the repair, and I have learned the *** is reporting the package as lost. I've contacted ***** (via chat because you can't talk to anyone on the phone) multiple times and am told every time that someone will call me in 3 business days. They have not contacted me once. So I contacted HWA to see if they could find out from ***** why they aren't responding. I contacted HWA on 12/8, 12/12, and 12/15. Every single time, *** has told me that they emailed a request to ***** and to wait ***** hours for them to respond. So far the only response HWA has gotten from ***** is they will have someone look into it. They tell me there is no other recourse to get my washer fixed than to wait for ***** to respond. I have already paid ***'s fee for this repair to be completed, and still do not have a working washer, nor any indication that another part will be shipped or the washer ever fixed. *** apparently has no way to elevate a complaint about THEIR chosen contractor to a higher level to resolve a situation for their customer. Their customer service people have no actual power or ability to resolve a problem other than to send a email to the contractor, which the contractor will never answer.

  Business Response

  Date: 12/16/2022

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their washer claim (no.: 6217983).
  

  Our most recent records indicate that *********************** completed the repairs. The technician replaced the pump impeller and reported the unit in working order. A consumer advocate also spoke to the customer today to confirm the repairs were completed as well. We do apologize for the unforeseen delay.
  

  HWA requests this matter be closed.
  

  Thank you,
  

  The HWA Team

  Customer Answer

  Date: 12/17/2022

  [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:12/14/2022

  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.

  I purchased a home warranty plan. In October of 2022, I filed a claim for my dishwasher and my freezer to have these appliances fixed. I pay a monthly fee and then paid an additional $170.00 to have these items serviced. The gentleman that were supposed to fix my appliances made 5 appointments they did not show up to. My husband and I did not go into work to ensure that we were available for these appointments (7 appointments in total.) *********** showed up twice. Once, to diagnose the problem and the second time to fix it. When they cam to fix the issue, they left my dishwasher unplugged and my refrigerator unplugged (two nights before Thanksgiving). I asked them what would happen if my appliances were still not fixed because I could not keep taking time off of work, and he said that Home Warranty of America would issue us a check for these appliances. Moreover, they said they would come back the next morning. They never came back and neither appliance is functioning properly. I am frustrated. I have shelled out hundreds of dollars for the warranty, in addition to the $170 deductible. I would like for Home Warranty of America to stop jerking us around. We are out money, time, and cannot take any more days off work to address these matters. Our appliances are still not working and now it is almost Christmas.

  Business Response

  Date: 12/15/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 5589726) and the refrigerator claim (claim no. 5589852). 

  Our records indicate the technician completed repair to the dishwasher and refrigerator and there has been no further movement to the claim since November 30, 2022.  

  As per section 3(A) under Service Calls, "You must notify Us for Service Requests to be performed under this Contract as soon as the problem is
  discovered." 

  As a goodwill gesture, and in lieu of reassigning the claims to a new vendor, *** is pleased to offer the customer a buyout in the amount of $246 to replace the dishwasher and a buyout in the amount of $986 to replace the refrigerator.  

  As per section 7(O) of the 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." 

  Should the customer wish to accept the buyout amounts, please contact ************ at ******************************************** Upon acceptance, checks will be issued to the customer within 30 days.

  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: 12/15/2022

  [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,
  
  **** And ***************************

• Initial Complaint

  Date:12/13/2022

  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.

  In mid-November 2022, I filed a claim with Home Warranty of America regarding the furnace heating my house. Since then, the issue still exists with no form of resolution by the company. I contracted with this company to resolve issues such as these in a timely manner and it is not being done. They have since stated they would have a supervisor contact me but to no avail. They received my phone number but contacted my wife. Home Warranty of America left a voice mail to call back and when I did so, I could not speak with the supervisor anymore. This company is a rip off. Because the winter season is currently in, I had to purchase portable heaters because Home Warranty of America is not doing their jobs. I would like to speak with someone from the BBB regarding this issue as well.

  Business Response

  Date: 12/14/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 6076866). 

  On November 13, 2022, the customer placed a claim for the heating system stating that it is not coming on. HWA dispatched Bells Heating & Cooling to the customer's home to submit the diagnosis. Upon inspection, *** approved the technician to replace the control board wiring and igniter. 

  On December 10, 2022, the technician indicated to HWA that one of the parts required for repair is currently on backorder and upon receipt of same, the installation will be completed. 

  As per section 7(B) of the Limitations and Exclusions, "We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs." 

  Our most recent records indicate that on December 12, the customer spoke with an HWA supervisor regarding repair completion and was advised that the part has been listed on backorder by the supplier, however the customer was given the option to use a technician of their choosing to complete repair and forward the paid invoice to ******************************************* in order to receive reimbursement up to the cost of repair in the amount of $780.  

  The customer agreed and indicated that they would forward the invoice once the repair is completed. 

  At this time, HWA is pending receipt of the customer's paid invoice in order to issue reimbursement. 

  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: 12/14/2022

  
  Complaint: 18561734
  
  I am rejecting this response because:

  I informed the customer service manager to send me something in writing regarding ****** reimbursement because I needed a record of this transaction before I moved forward. I never received the email from the customer service manager. On 13 Dec 22 **** informed my spouse that he had the part and would be coming by the morning of 13  Dec but never showed. 

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

  Business Response

  Date: 12/19/2022

  **********************, 

  Upon speaking with a CHW supervisor December 12, ********************************************** the amount of $780.00 upon receipt of a paid invoice. However, CHW never received the requested documentation. Therefore,there was no payment issued to the customer.
  

  Our most recent records indicate that Bells Heating and Cooling was authorized in full to complete the repairs. The technician reported that they replaced the spark board thermostat and all other parts December 17, 2022.The unit was reported to be in working order.
  

  HWA requests this matter be closed.
  

  Thank you,
  

  The HWA Team

  Customer Answer

  Date: 01/09/2023

  
  Complaint: 18561734
  
  I am rejecting this response because: I (the customer) was never offered ****** for any reimbursement. I would be curious to see the email traffic or voice recording of this conversation. And yes, the  technician has replaced parts and the week of 2-8 Jan there were multiple technicians that came to my home. And today, the heat is still not working consistently. We are placing another work order today as well because the unit is still going out. Additionally, the technician ************** unit be replaced and it has not been by the home warranty. We also put in a work order for a plumbing issue that just arose. And the home warranty company has stated that they will not repair the issue, though the issue is in line with the contract. This company appears to find ways to get out of supporting their customers. As a Veteran, I am really disappointed. Was told home warranty companies were a blessing and now they appear to be a curse. 
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:12/12/2022

  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.

  Purchased one year of home warranty with Home Warranty of America (HWA) when my family moved into a new home in May 2022. Our refrigerator stopped working around late October *********************************************************************** early November 2022. I was able to report my issue and a service technician arrived ~ a week later. He showed me the board that needed to be repaired. He called HWA to receive authorization to move forward with replacing the part and with me beside him, we both heard an automated message that due to Covid there was no one able to help with authorization. So I called HWA and was advised the service technician needs to complete diagnostics for troubleshooting and send them pictures. This is not the customer's responsibility. I let the representative know that I will not be contacting the service technician, but rather they needed to make it right. The rep said he would, but I never heard anything. So after a few weeks without a refrigerator I had no choice but to buy a brand new one since I was not hearing back from anyone at HWA. Large family with a newborn on top of it and no refrigerator. Scrambling to keep tons of frozen breast milk in good shape, it was a nightmare. So since the new refrigerator ($2k comparable to broken one) couldn't be delivered for two weeks I had to also buy a $400 one that I could leave the store with. Then I thought, wow, I purchased Home Warranty for a reason and it has failed my family miserably. The reason for my complaint here is due to the fact that I discovered they have closed the claim as resolved. I let them know the scenario and that I expect to be reimbursed not only the $100 I gave the service technician, but also whatever the *** is that they owe me since they were unable to repair the refrigerator. SINCE I WENT AND BOUGHT A NEW FRIDGE ON MY OWN THEY WILL REIMBURSE NOTHING! now awaiting call in 3 days. HWA should be embarrassed. Please choose home warranty vendors carefully.

  Business Response

  Date: 01/10/2023

  **********************,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 5973195).
  
  *********************** reported to the customers home to diagnose the refrigerator. However, the technician failed to provide the complete diagnosis to HWA. The customer spoke with *** on 12/9/22 and stated that they already purchased a new refrigerator. The customer then requested reimbursement. Per section **************** (2) of the user agreement, We will not reimburse for any services performed without Our prior approval.
  
  However, due to the customers dissatisfaction HWA will offer the customer $986.00 towards the refrigerator already purchased. The customer may e-mail consumer advocate ******************** at ********************************************* regarding payment. Funds are mailed in the form of a check and subject to 30 days processing from the date of acceptance.
  
  This matter should be closed.
  
  Thank you,
  
  ********************

  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.
  
  Regards,
  
  *****************

• Initial Complaint

  Date:12/12/2022

  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.

  My dishwasher stopped working on the 29th of November. My policy started on the 29th of November. They refused to pay the claim because they said it had to be working the entire day to be fixed from insurance

  Business Response

  Date: 12/13/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 6296037). 

  On November 29, 2022, the customer placed a claim for the dishwasher stating that it is not coming on and nothing is working. HWA dispatched Home and ********* Services to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the dishwasher requires a new control board and display at the unit has no power.  

  HWA issued the claim determination stating, "It has been determined that the dishwasher control board and display need to be replaced. Based on information obtained for this claim, the unit did not enter the policy in proper working condition. 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." 

  The customer appealed the determination and was advised the determination stands as the claim was placed on the same day as the term start date. Based upon the technician's findings, the dishwasher did not enter the policy in proper working condition, and therefore HWA is not liable for repair. 

  Thereafter, the customer processed a cancellation of their policy due to their dissatisfaction with the claim outcome.

  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: 12/13/2022

  
  Complaint: 18559857
  
  I am rejecting this response because:
  
  
  The dishwasher did enter the contract in working order. It was working on the 29th and happend to stop on the same day, it's poor timing but on the 29th it was working correctly.  They denied the claim because they didn't want to buy a control board, that is the only reason. And when I contacted them they were extremely rude, no way I would treat customers with such dis respect.
  Regards,
  
  ***********************

• Initial Complaint

  Date:12/09/2022

  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 had this warranty for about 11 months. My kitchen sink got stopped up and I opened a claim for the repair. The technician that came had an apprentice license, but came alone. By law In ********, apprentices must be supervised. I sent him away -I refiled and they wanted me to wait 6 days for the next contractor. I called and went through the merry-go-round until I spoke to the ********************** After the offers and apologies, I told them I simply dont trust companies that dont vet the contractors and cancelled the policy. I called a local firm - they will be here in three hours. You never get a second chance to make a good first impression and Home Warranty of America clearly doesnt think that is true.

  Business Response

  Date: 12/12/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing stoppage claim (claim no. 6394368). 

  On December6, 2022, the customer placed a claim for a plumbing stoppage stating that the kitchen sink will not drain.  *** assigned Tebid Plumbing & Drain to the work order, however the technician was removed from the work order as per the customer's request. 

  *** returned the claim to dispatch, and the claim was reassigned to ******* **** Services LLC with an appointment date of December 14. 

  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 December 9, 2022, the customer contacted HWA and processed a cancellation of their policy due to their frustration with the claim process. 

  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:12/08/2022

  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.

  They will not leave me alone. ** told them to stop calling me iv blocked their number they use a different one. Iv asked them 4 times to leave me alone. Spoke to managers about it. It's boarderline harassment. I'm out of options. They need to be investigated. I nothing it's a scam company.

  Business Response

  Date: 12/12/2022

  Dear **********************: 

  We have sent an expedited request to our ******************** to place the customer's information on our do not call/do not email list. 
  Please allow up to 30 business days for the information to process.

  If the customer continues to receive solicitations, please forward the phone number and/or forward the email that they received to ******************************************** subject line Continued Solicitation BBB Complaint ID ********, so we may revisit the issue.

  Thank you,

  The HWA Team
  

• Initial Complaint

  Date:12/08/2022

  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.

  I filed a claim for a broken $1,000 Kitchenaid dishwasher on 10/20/2022 and spent well over a month working with the contractor they sent to fix the dishwasher where over $500 worth of parts were used as well as 4 visits to my house to attempt to repair the unit. It was decided that the unit was not repairable and after many calls to the customer service line, HWA agreed to replace but then only offered $246.00 for replace cost on 12/01/2022. I appealed the value for replacement as it was odd that they approved over $500 in repairs and less than $250 in replacement. I spoke with Case Managers ************************* and *************************** who were extremely unhelpful and would not provide any details as to how they came to these numbers. I then asked whom else I could speak to for more detailed rational but both **** and ***** said that there was no on else we could speak to without filing a whole new claim. I then asked how would I go about filing a complaint and apparently Case Managers at HWA take their own complaints and note it in their own file, so a conflict of interest. So I am resorting to BBB to file a complaint in hopes that HWA will work with us and provide a replacement cost that gets us into a new dishwasher that upholds their contract with us for "similar or equivalent quality" as even the cheapest dishwasher on the market is over $400.

  Business Response

  Date: 12/12/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations, the customer may have experienced regarding the dishwasher claim (claim no. 5745903). 

  On October 20, 2022, the customer placed a claim for the dishwasher stating that it is not draining. *** dispatched Prompt Appliance and **** Services to the customer's home to submit the diagnosis. Upon inspection, HWA approved repair, however, upon repair completion, the technician reported an additional failure to the water inlet valve.  

  HWA approved replacement of the dishwasher 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 as per the policy limits. 

  Nevertheless, as a goodwill gesture, HWA has increased the buyout amount to $591 as a final offer and has forwarded the increased offer to the customer via email.   At this time, the customer will need to accept the amount via email and a ****** eGift card will be issued within 30 days.  

  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: 12/12/2022

  [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 *** to complaint ID ********, and find that this resolution to be minimum required to resolve the key problem. I still believe that *** needs to review how they come to these numbers and be more transparent to the consumers to avoid this in the future, instead of the claims agents telling the costumers to basically pound sand when they have concerns. I am still interested is how this new number came to be. In addition to the need for transparency, I believe HWA should provide a means to file proper complaints about how issues are handled by their personnel. Being told by an HWA employee that they will file complaints on themselves and that there is no one else we could file a complaint with is completely inadequate and forced me to resort to the BBB to get any higher traction with my issue. If you wan to prevent BBB complaint that would be a good start.
  
  *****************************

• Initial Complaint

  Date:12/06/2022

  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 submitted a claim with Home Waranty of America in June for two items that needed repair in my household. Item one is a refrigerator in the kitchen. *** has dispached ***** to work on the fridge and has been out no less than 4 times to fix the problem. Each time the repair person from ***** explains to me that the part that is needed for the refrigerator is no longer being manufactured so the appliance continues to malfunction. The technician has recommended to HWA that the unit be replaced and each time he has come to service the unit he has noticed that his previous notes have been deleted by HWA.I have had the same issue with my air conditioner as well. I have had two different companies come out and suggest a replacement for the A/C unit due to unavailability of parts. They have not sent a technician out since August despite many requests from me to the company.I would like both items replaced at fair market value as I have not had a fully functional air conditioner and refrigerator since June. I have been a customer of HWA since December of 2015. When needing a repair, they have been prompt with sending out a technician. The problems have just started recently when repair parts are not available and the technicians have suggested replacing the units, *** has repeatedly sent out repair person after repair person with no solution in sight.

  Business Response

  Date: 12/08/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 4072008) and the refrigerator claim (claim no. 2927920). 

  With respect to the refrigerator claim, *** has approved replacement with a buyout offer of $986.  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." 

  Our most recent records indicate that the customer has submitted an appeal and the claim is pending Case Manager assignment for handling. 

  In regard to the air conditioning claim, our records indicate that *** has assigned Build-It Construction HVAC to the work order with an appointment scheduled for today, December 8 between the hours of 11-3PM.  

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

  Sincerely, 

  The HWA Team