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:12/05/2022

  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.

  HWA allocates technicians to cover problems with household appliances as part of its warranty coverage. For 6 months, they have been unable to provide technicians for 2 service requests. On the rare occasions they locate technicians to solve problems, they do not show up. For two weeks I have been asking for a supervisor to call, and while they promise they do not fulfil this or other assurances under their contract.

  Business Response

  Date: 12/06/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing stoppage claim (claim no. 6215385). 

  Our most recent records indicate that the claim was assigned to Environmental ***** Solutions with an appointment scheduled for today, December 6. 

  The technician has confirmed that the diagnosis was completed, and the information will be forwarded to HWA in order to issue the claim determination.  

  Sincerely, 

  The HWA Team 

• Initial Complaint

  Date:12/05/2022

  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.

  Filed claim w HWA on monday. Received several emails stating they could not find a plumber in their network so should wait. On Friday afternoon I received email stating plumber would arrive btwn 3 and 8pm. Rushed home from ********** to be here in time but ***** showed. I called the technician number on their scheduling letter and he stated had no record of my referral but would try to work me in after a job in the morning. I have heard nothing since and have called HWA twice today. Each time I was told they could not contact their plumbing company nor the technician. I need to speak w a manager, not their call center which appears to be out of the country.

  Business Response

  Date: 12/06/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 6311916). 

  On November 30, 2022, the customer placed a claim for the plumbing stoppage stating that the toilet keeps running. *** assigned Next Level Plumbing & Drain Cleaning to the work order; however, they were unable to keep the appointment due to scheduling conflicts.  

  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 4, 2022, the customer elected to use the "Claim Reimbursement Process", which allows the customer to use a technician of their choosing in order to submit the diagnosis for claim evaluation.  

  Today, December 6, *** issued the claim determination stating, "It has been determined that the plumbing repairs were completed without prior approval. 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." 

  Should the customer wish to submit an appeal, please refer to the claim determination letter forwarded under Appeal Rights, and a Case Manager will be assigned for handling.  

  HWA requests this matter be closed. 

  Sincerely, 

  The HWA Team 

   

  Customer Answer

  Date: 12/06/2022

  
  Complaint: 18519010
  
  I am rejecting this response because:
  
  
  I was forced to have the plumber complete the repairs because *** did not respond to authorize within the time frame they gave me.  When they finally responded it was only to ask for more information.  At $275 per hour from time of arrival it would have cost HWA much more if I had waited as he had to disassemble the toilets and shower handle in order to get an accurate estimate.
  Regards,
  
  *************************

• Initial Complaint

  Date:12/04/2022

  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 signed up for the warranty because it I wanted my Geothermal Heating system covered. I had 1 warranty repair on it and the company the had fixing it did not fix it properly. It went unnoticed and now they claim that my Geothermal heating system is not covered. I would not have signed up for the warranty if they would not explicitly tell me that they cover Geothermal. And they did in a previous claim.

  Business Response

  Date: 12/06/2022

  Dear **********************: 

  Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 6365370). 

  On December 3, 2022, the customer placed a claim for the heating system stating that the geothermal system is not turning on.  

  Based upon the customer's statement, *** issued the claim determinations stating, "Our records indicate the claim was closed since it was reported that the geothermal is not working which is not covered in the contract. If this is not the issue, we need to open a new claim. To place a new claim, please visit us online at my.hwahomewarranty.com." 

  As per the Heating System/Furnace section of the *** User Agreement, *** excludes, "outside or underground piping and components for geothermal and/or water source heat pumps..."

  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 

  Customer Answer

  Date: 12/06/2022

  
  Complaint: 18521231
  
  I am rejecting this response because:when I signed for the warranty I specifically made sure that my Geothermal Heating system is included. I had a different claim 1 year go where it was covered. Now they claim it is not included. I have not been notified of any changes to the coverage of my policy. It would not make sense for me to have a home warranty that does not included coverage for the most expensive piece of equipment in my house. 
  

  They are straight out liars! 
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 12/12/2022

  Dear **********************: 

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

  After further review of the customer's policy, as per the heating system limitations, HWA allows for diagnosis, access and repair or replacement of geothermal/water source heat pumps with a limitation of $1,500 per covered system.  

  As such, *** is pleased to offer the customer potential reimbursement up to $1,500 upon receipt of a diagnosis and paid itemized invoice for repair of the geothermal heating system.  Please forward same to ************ at *******************************************. 

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 12/12/2022

  
  Complaint: 18521231
  
  I am rejecting this response because:

  
  I was told by multiple representatives and supervisors that my Geothermal system is not covered. I had to cancel the home warranty because the main reason for having the home warranty is my heating system. I have been lied too from all of the people I spoke with in this case! 
  

  I feel that I have been taken advantage off and it has cause me a great deal of aggravation and lost time I cant get back. I had to spend hours dealing with customer service and supervisors. And I have been ending up not having a home warranty in the moment. All this for no reason!!

   

   

   

   

   

   

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

• Initial Complaint

  Date:12/02/2022

  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 spent **** on a 3 year warranty. It took 3 different claims to fix my water heater. Also my microwave went out and they determined that a new microwave is needed. Instead of them going thru the service company they offered me 191 dollars to buy my own microwave. Note my microwave that went out is a 350 dollar microwave. They said they are not required to replace it but to give you the average amount that a microwave would have the same features. All microwaves have the same features!!! This is a complete rip off. After paying the 100 dollar service fee. In the end they are giving me 91 dollars for a new microwave.

  Business Response

  Date: 12/06/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the microwave claim (claim no. 6013854).

  On November 8, 2022, the customer placed a claim for the microwave stating that it will not heat properly. HWA dispatched *********************** to the customer's home to submit the diagnosis. Upon inspection, *** approved replacement with a buyout offer of $191. 

  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 as per section 9) 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 that no additional funds will be offered as per policy terms and limitations. 

  Nevertheless, as a goodwill gesture, *** is pleased to offer a buyout increase from $191 to $249 as a final offer. Should the customer wish to accept, please contact ************ at ******************************************** All payments are subject to 30 days processing. 

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

  Sincerely, 

  The HWA Team 

   

   

  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 the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:11/30/2022

  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.

  Claim Date: 2022-11-19 12:24:16, Claim Number: ******* - Please note that last December or so I had the same complaint that when the temp. outside is below 30 or so, the furnace stops working - even when there is 0 or negative temp, at night, the whole 6 members of the family freezes. Last year's company's tech (I can't find information from hwa website for last year Dec or so)wasted 4-5 weeks and then replaced the board with aftermarket part (initially he said he can't use aftermarket but eventually he did the same - he even made the furnace worst that it stopped responding to the switch reset also. Then, I had to call someone else privately and they atleast made it working with switch reset and charged me 500$). This year, same issue, the tech comes when outside temp. is good - above 30 and clean the furnace and said it works. I texted the video to MB tech - no one responds properly and makes us suffer. I request for the replacement of the furnace or fix it with some very knowledgeable technician from well reputed company. We have been paying so much for H31**303835363538**38H money and every time this is an issue. Heating System 2022-02-01 Furnace stops working, then we re-set the switch, it starts for some time and then stops again. At night it stops and it&#**;s so chilly. We complained about the same problem last year. Please do not send the same person or same company, they wasted time and did not fix the problem. Please send ***************** services ONLY. Some very experienced person - This problem is going on since last year and HWA&#**;s service company could not fix it. It happens specially when outside temp is below 30 or so - I think. Please do something soon as I have small children at home. Thank You

  Business Response

  Date: 12/05/2022

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 6179775). 

  On November 19, 2022, the customer placed a claim for the heating system stating that the system is not responding to thermostat.  HWA dispatched MB Tech Heating & Cooling to the customer's home to submit the diagnosis.  Upon inspection, *** approved the cost of labor to replace flame sensor, which was under manufacturer's warranty. 

  On November 30, 2022, the customer contacted *** stating that the system is again not working properly.  *** recalled MB Tech Heating & Cooling to return to the customer's home in order to reinspect the failure. 

  Upon further inspection, the technician reported that the high limit switch is tripping the system due to the evaporator coil being dirty, which is restricting the proper air flow.   

  On December 1, 2022, *** issued the claim determination stating, "It has been determined that the evaporator coil is dirty and requires a maintenance cleaning. Please refer to your terms and conditions section Limits of number 11; we are not responsible or liable for normal or routine maintenance." 

  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: 12/05/2022

  
  Complaint: 18482930
  
  I am rejecting this response because:

  1) HWA did not mention anything regarding the same issue in Dec. 2021 - They conveniently skipped it where the company changed the board also and still didn't fix the issue.

  2) The technician stated that the evaporator coil is dirty, hence I called someone at my expense who drilled the holes put the camera inside the coil and recorded that the evaporator coil is clean. I sent those videos to the technician and he agreed. Then, he said he would order the switch. He ordered the switch, but it has not been installed yet. Technician is not sure even this will fix the issue or not. 
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/29/2022

  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 want this business to stop calling and texting me. I have responded to their emails and stated I do not want their business. I have requested to be placed on no contact list. I still receive calls and text solicitations about four times a week. This has been on going for a couple months now and I want it to stop. Now I block their number but solicitors keep calling and texting from different numbers.

  Business Response

  Date: 11/29/2022

  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

  Customer Answer

  Date: 12/07/2022

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

  Regarding complaint #********, 

   

  I am still receiving phone calls from HOME warranty of America. 

   

  I received two calls on 12/6/2022 and one on 12/5/2022 from this number:  *****************, ***********, **. 

   

  I received one call from this number on 12/2/2022:  *****************

  ********, **

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

  Business Response

  Date: 12/07/2022

  Dear **********************: 

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

  As per our initial response, *** advised the customer to allow for up to 30 days for the information to process.  

  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. 

  Sincerely, 

  The HWA Team 

• Initial Complaint

  Date:11/29/2022

  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.

  Home Warranty of America is engaging in deceiving practices in order to obtain business from consumers. This company is actually Choice Home Warranty. I entered into a free preview period on September 27, 2022 and made an advance payment of $323.44 towards 2 annual policies. I have been trying to cancel my policies since October while I was in the free review period. I call the company and keep being put on endless hold. I have even left messages to be called back. I finally reached someone in the ************* ********** in November. The representative told me that she would convert my policies from an annual policy to the monthly policy if I would keep the policy. The conversion was never processed and now I have discovered that this company is actually a different company (Choice Home Warranty) operating under this assumed name. I never would have engaged in any business with Choice Home Warranty and so this contract was entered into under false pretenses and using deceiving practices. I have further been deceived in that the Company did not make cancellation possible/accessible within the free preview period.

  Business Response

  Date: 12/05/2022

  Dear **********************:
  
  Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding policy cancellation (policy nos. ********* & *********).
  
  Our most recent records indicate that the customer processed cancellations of their policies and has been issued a refund in the amount of $78.12 according to policy terms. 
  
  Nevertheless, as a goodwill gesture, *** has issued a full refund of the paid policy premiums in the amount of $323.44.  All payments are subject to 30 days processing.
  
  Sincerely,
  
  The HWA Team

• Initial Complaint

  Date:11/28/2022

  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.

  On Nov 16 in the morning. I called in a problem no heat. On 17th I had not been contacted called again and was told faster to go reimbursement call myself and hope they followed all HWA rule so I could get reimbursed. A friend came by and helped start and temp fix problem. I called *** and was told they could not help as I opted for reimbursement, I asked them to cancel the problem and start a new issue. I called on Nov 21 to see status of service. I was assured they were sorry working on it. I called on the 22and 23 to see status was told sorry working on it. I reminded them that the 24th was Thanksgiving and no one would be available they said sorry working on it. I called on the 25 and 26 and again today the 28th. I was told had not assigned a technician to find a person to fix the furnace. I live in ******* today is 7 degrees 10 + days should be plenty of time to call in the repairs, I hope you can help I have paid through Feb **** I need heat, Thanks

  Business Response

  Date: 11/29/2022

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 6128052).
  

  We also apologize for the unforeseen delay in locating a technician to diagnose the customers unit.
  

  Please refer to the terms and conditions section **************** number 1; Under normal circumstances, We will assign an Authorized Repair Technician within 48 hours from receipt of Your Service Request.
  

  Our most recent records indicate that as of today November 29, 2022, the customer opted to use their own technician and proceed with reimbursement. A reimbursement form was then sent to the customer with instructions on how to move forward. Please see below:
  

  1. Reimbursement is only available for covered repairs.
  
  2. You are required to get authorization from HWA before commencement of any repairs.
  
  3. For heating and air conditioning claims photos will be requested. To avoid any delay in
  processing your claim, please ensure your Service Provider takes pictures of the name plate
  and the inside and outside unit
  
  4. Your technician MUST submit a complete diagnosis online at www.chwclaims.com.
  This department is only open during normal business hours. Failure to obtain authorization
  before repairs commence will cause a forfeit of your right to receive reimbursement from HWA.
  
  5. Your Service Fee will be deducted from the total reimbursement amount.
  
  6. Please allow 30 days to receive your check
  

  Upon receipt of the technicians diagnosis HWA will issue a claim determination. Should the claim be approved for repairs the customer will be notified of their reimbursement amount at HWA rate(s).
  

  Thank you,
  

  The HWA Team

  Customer Answer

  Date: 11/29/2022

  [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:11/28/2022

  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 am a home owner that bought insurance for a home warranty plan. Our contract reads replacement of stove and ovens if the parts needed to fix units are not available, I paid my 100 out of pocket for their choice tech to come to my house and assess the stove/ovens. The service guy said he could not find parts to repair units,Now my insurance home warranty of America is telling me that my contract reads one way and it does not say i have to take a buy out. When I told them I did not want a buy out I was told I had too. I want my units replaced like I agreed in my contract. The man I spoke to did not want to speak to me. He kept saying Omg. ( O ********* Has he tried to deflect all my question. explaining that its there cost to a hole sale dealer that they cover items. My contract reads why differently then he was telling me. When I asked to speak to the boss he stated he was my last in line. That no one else could do anything for me. I asked if he had a CEO he said yes, but I could not speak to him. I am only asking for what I am intitle to, No money just my stove and ovens replace, The price to buy them are around ******* not for any brand name either. my stoves a build in or drop in unit. my ovens are built in the cabinet. To replace them I would need to redye my counters/cabinet. please help.

  Business Response

  Date: 11/29/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the oven claim (claim no. 6088914). 

  On November 14, 2022, the customer placed a claim for the oven stating that it is not heating properly. HWA dispatched ************ Repair to the customer's home to submit the diagnosis.

  Upon inspection, *** issued the claim determination stating, "It has been determined that the elements are not heating up properly and sparking. Parts cannot be sourced due to the lack of a visible model/serial number. Please refer to your terms and conditions section Limits of number 2; we are not responsible for repair or replacement of a system or appliance lacking a visible Model or Serial Number." 

  The customer appealed the determination and provided model and serial numbers in order to complete the claim evaluation. 

  On November 22, 2022, *** received the model and serial information and approved replacement with a buyout offer of $667.00. 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 buyout, and the amount was increased to $1,549, 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

   

• Initial Complaint

  Date:11/23/2022

  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.

  A home warranty was purchased for this property in December of 2021 for $545.00 for a 12 month period. On October 28, 2022 Home Warranty of America (HWA) was contacted for a washing machine that stopped working. They said that they would send an email to schedule the repair technician. Instead we received an email with the date of the visit, which did not work for us, so we needed to reschedule. The soonest date was November 3rd requiring us to take a day off work. Per our contract we were required to pay $100 which we did pay upon the technicians visit. The technician told us that the report would contain multiple issues needing repair, and may need to be replaced completely. *** reported that they would fix the machine instead and would send an email within 24 hours to schedule. We contacted HWA to see if it was possible to appeal to receive a replacement instead of a repair due to the concerns of the report of multiple failures and leaking. We called *** and were told we could appeal to a manager, so we requested to speak to one. For the next two weeks we were repeatedly told over the phone that it would take 24 hours to be contacted and we continued to call to discuss with a manager. If we missed a call we received a very brief voicemail telling us we could call back, which led to a repeated cycle of calling their call center to ask for a manager again, which led to another 24 period of waiting. On November 17th I spoke to a manager after telling *** that I had ordered a new machine and spoke to my lawyer regarding the neglect in fulfilling their end of the contract, either repairing the machine or replacing it. He told me that I had refused the repair, which I never did, I simply asked if there was an appeal process. He said I would have to schedule and pay for a technician again to assess the machine in order to schedule a repair, even though we already paid. I could not wait any longer for a repair or replacement, so ordered and paid for a new machine.

  Business Response

  Date: 11/28/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the washer claim (claim no. 5839038). 

  On October 27, 2022, the customer placed a claim for the washer stating that it is not spinning. HWA dispatched *********************** to the customer's home to submit the diagnosis. Upon inspection, HWA approved repair to the tub and transmission. 

  On November 4, 2022, the customer contacted HWA requesting the washer be replaced as they do not agree with ***'s determination to repair the unit. 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."

  On November 17, 2022, the customer contacted HWA requesting status of the ordered parts and was advised that *********************** will be tasked in order to receive an updated estimated time of arrival.  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." 

  Thereafter, the customer advised HWA that they have since ordered a replacement washer and requested reimbursement.  As per section 2 under ***************** "We will not reimburse for any services performed without Our prior approval." 

  HWA is not liable for reimbursement to the customer for the cost of replacing the washer according to the policy terms and conditions as the customer has opted to replace the washer without prior authorization.  

  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