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: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.

  *************************** ************************************************ Home Warranty Of America Email for Policy = ******************** Policy # IL03-SA01916794 Filed a claim on 9-21-22 for leaking water heater 2 times technicians selected by HWA no call, no showed.On 10-11-22 Was told claim was reassigned.On 10-11-22 Was given reimbursement option, then when I selected a technician to diagnose the issue, *** claimed that they would not reimburse my cost for the repairs. Cost of Home Warranty was $725.Cost of Repairs is $1224.54.Paid Pluming ***** and Mechanical LLC for water heater diagnosis and repair due to urgent necessity of the issue. Its November and the temperatures are in the 20's at night and 40's during the day. 6-13-22 On a separate occasion I was to be reimburse for a refrigerator.It has been over 100 days since that reimbursement check was supposed to arrive and I have still not received payment. All that I want is what is owed to me. $1350 reimbursement for the refrigerator claim, and $1224.54, for the Water heater

  Business Response

  Date: 11/28/2022

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator and water heater claims (no.: *******; 5278266).
  

  The customer was issued replacement for their refrigerator in the amount of $1,350.00. The check (no.: ****) was mailed on August 9, 2022.However, the customer contacted HWA and advised that they did not receive payment.HWA confirmed the customers mailing address and requested a new check be sent.A new check (no.: *****) was mailed to the customer on November 22, 2022.
  

  As for the customers water heater claim HWA assigned ************************************************. However, the customer reported that the technician missed the scheduled appointment(s). *** placed the claim back in our vendor network to be reassigned but the customer chose to use their own technician and submit for reimbursement. A form was then sent to the customer with instructions on how to move forward.
  

  On November 23, 2022 HWA spoke with the customer as well as the technician. The technician confirmed that they already removed the old water heater and were in the process of installing the new one. Though, *** did not approve this replacement.
  

  Please refer to the terms and conditions section **************** number 2; We will not reimburse for any services performed without prior approval.
  

  Therefore, there is no reimbursement due to the customer at this time.
  

  HWA requests this matter be closed.
  

  Thank you,
  

  The HWA Team

  Customer Answer

  Date: 12/01/2022

  
  Complaint: 18458636
  
  I am rejecting this response because:
  My policy covers repair or replacement compensation. As I requested initial service and HWA failed to provide a technician in a timely manner I had no choice but to find a technician to replace a vital unit covered in my policy. 
  I understand that *** does not cover %100 of a replacement, but since my claim falls within the coverage of the policy. I request that my claim be honored the same as the diagnosis being given before since I still would have recieved compensation. The manner in which HWA manipulates its contracts is unethical. Creating loopholes that force customers to suffer and go without necessities least wait unreasonable times for repairs or replacements and also compensation is absolutely unacceptable. 

  Furthermore, my account was submitted for automatic monthly renewal twice even after I canceled the subscription and after I had repeatedly informed HWA agents I did not want to renew. *** has repeatedly ignored my requests and made decisions without my consent.

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

  Business Response

  Date: 12/05/2022

  *********,
  
  HWA sent a new replacement check for the customers refrigerator at their request. As for their water heater claim the repairs were completed without HWA approval. Pursuant to the current user agreement section **************** (2), We will not reimburse for any services performed without prior approval. As for their recorded preference not to renew their policy, it was recorded. As a result, the policy was not renewed.
  
  Please refer to the terms and conditions Cover Time, Renewal & Payment number 4; Offers for future coverage is at Our sole discretion.You will be notified of rates and terms for continuation of coverage at least 30 days prior to the expiration of the initial Coverage Period End Date and any Renewal Term.
  
  Please refer to the terms and conditions Cover Time, Renewal & Payment number 5; If you elect to renew coverage for an additional one-year period following the expiration of the initial coverage period, you will be automatically renewed for additional one-year periods thereafter (the initial renewal period and any subsequent renewal period, a renewal term), unless (i)you notify us by telephone at ************** (ii) we notify you at least thirty (30) days prior to the expiration of the applicable renewal term that your contract will not be renewed. if you have any questions, you may contact us at **************.
  
  HWA requests this matter be closed.
  
  Thank you,
  
  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 tech came out to examine my washing machine and it was deemed not repairable due to normal ware and tear because of the age of the washing machine. I was informed that it would need to be replaced.I contact home warranty to find out what they are going to do about my claim. I requested to speak to a supervisor and I was denied. I provided ******* with the policy number and the claim number and she still wouldn't provide me with any information. I would like someone in authority to give me an update on the status of my claim. Policy #: IL03-SA01707872 Claim #: *******

  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. 5385147). 

  Our most recent records indicate that the claim was determined to be non-covered, however the customer appealed the claim determination and *** reassigned the claim to Teflon Management with an appointment date of November 17, in order to submit second opinion diagnosis.

  On November 18, 2022, the technician updated the claim information to indicate that the customer requested the appointment be rescheduled.  To date, *** has not received a diagnosis from the technician, and therefore we have waived the service call fee and submitted the claim into dispatch for vendor reassignment.  

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

  Sincerely, 

  The HWA Team

   

   

   

• Initial Complaint

  Date:11/22/2022

  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.

  My wife and I purchased a house on Oct 15 of 2020 and part of the closing was that the seller sign up for a home warranty for us. The plan that was purchased was for a year. In 2021 we renewed the plan and had no issues. In 2022 we elected to not renew the plan. We received several calls from *** about renewing and when I spoke to a representative of the company and let them know that we would not be moving forward with the plan this year they let me know that it was cancelled. On Nov 15th I was charged $69.32 from HWA. When I called to let them know that I did not sign up for the plan, they informed me that they automatically switched us over to a monthly plan without my approval. I explained to the representative that I had already spoke with someone to cancel my plan yet she told me that was not the correct way even though the first lady I spoke with confirmed it was cancelled. She said I would not be refunded even though I did not sign up for this. I asked to speak with her supervisor and she let me know that she was the manager and that there was no one else that could help me. I would just like my $69.32 refunded for services that I did not sign up for or agree to.

  Business Response

  Date: 11/23/2022

  Dear **********************: 

  Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding cancellation of their policy (policy no. IL03-SA01926165). 

  On October 30, 2022, *** corresponded with the customer advising that the policy is set to expire and presented the customer with the policy monthly renewal rate in the amount of $69.32.  Based upon the policy notations, the customer did not request cancellation upon expiration of the policy and therefore the policy renewed on November 13, 2022, accordingly. 

  As per the Contract Terms of the *** User Agreement, "We will provide You with written notification of any material changes to this Contract at least 30 days in advance of the implementation of such changes. You may not receive a notice when the changes are favorable to You or when changes are mandated by a regulatory agency. After notice of a material change, You may terminate this Contract by providing written notice within the 30-day period prior to the effective date of the change. If You do not respond prior to the expiration of the 30-day period, You will be deemed to have accepted the change." 

  Nevertheless, as a goodwill gesture, *** has issued a refund to the customer in the amount of $69.32.  Please allow for up 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 *** Team 

  Customer Answer

  Date: 11/23/2022

  [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:11/21/2022

  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 filed 2 claims regarding electrical in ************ for a ceiling fan and a bedroom and the other for an electrical issue in a bedroom on a different floor. A technician came out and completed a diagnostic. One bedroom he said the motor was bad. The other bedroom on a different floor he stated the outlets needed to be replaced. My contract states if the problem could be addressed if becomes inoperative due to normal wear and tear, which my outlet did causing the other outlet to go out. When the contractor wrote up the information it was inaccurate. It does not state what he told me and conflicts what he even told the company regarding the two claims.

  Business Response

  Date: 11/22/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the electrical system claim (claim no. 5471718). 

  On October 3, 2022, the customer placed a claim for the electrical system stating that the outlet is sparking and there is no power to parts of the home.  HWA Dispatched ************* to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the receptacles require replacement, which includes wire tracing.  

  *** issued the claim determination stating, "It has been determined that the electrical wiring is damaged in the wall. Wire tracing and continuity testing done on the electrical lines in the house to determine the location of the broken wiring. This type of damage does not constitute a normal wear and tear failure. Please refer to your terms and conditions section Limits of number 6; we are not responsible for consequential or secondary damages. This includes, but is not limited to, repair of conditions caused by any of the following: chemical or sedimentary build up, insect infestation, mold, mildew or bacterial manifestations, misuse or abuse, theft or vandalism, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, intentional acts, riot, lightning, mud, earthquake, soil movement or settlement, storms, accidents, pest damage, Force Majeure events (as defined below), failure due to excessive water pressure, or any other perils not considered loss or damage due to normal wear and tear." 

  The customer appealed the determination and was advised that the failure is not considered normal wear and tear and therefore the claim remains non-covered. 

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer a check in the amount of $250 to apply towards the cost of repair, upon receipt of a paid invoice indicating repair completion.  Should the customer wish to accept, please forward the paid invoice to ************ at *******************************************.  

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

  Sincerely, 

  The HWA Team

• Initial Complaint

  Date:11/21/2022

  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 contacted *** regarding my furnace and submitted a claim ticket on 11/19. I have called the company several times and no information has been updated to sending a vendor out to fix my furnace. No one from the company has called me to schedule a repair. 2 day's later and working on 3, and at I still have not been contacted for someone to fix my furnace. I was told I should contact a company on my own to have them fix it, and go through the process of reimburse. I should not have to do that when I have already paid the warranty company for services.

  Business Response

  Date: 11/22/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 6177381). 

  Our most recent records indicate that the customer has a scheduled appointment with ******************* for tomorrow, Wednesday, November 23, between the hours of ****PM. As per section 1 of the Limits of Liability, "We are not liable for ...delays in completing diagnosis or repairs." 

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

  HWA requests this matter be closed. 

  Sincerely, 

  The HWA Team

• Initial Complaint

  Date:11/21/2022

  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.

  This complaint is multi-faceted regarding a business that is actively disrespectful to customers and lies to promote their endstate. Overall I have been with this company for at least two years although I believe it to be three. I have worked at least five home warranty claims through them. Primary issue regarding complaint started in July 2022 with Claim number ******* reference my ice maker continually freezing in place. This was the third claim against this same issue. During the initial consult, the vendor was unable to get the ice bucket out of the fridge and reported a phantom diagnosis to the home warranty. He was told that he needed to order a new ice maker and ice bucket. After months of the vendor continually canceling my appointments I contacted home warranty of america and requested a new vendor. I was told that it was not possible and I had to open a new claim. I stated to the customer service technicians that I refused to open a new claim as that would make me liable for a new service call fee and that I hadn't even received the repairs that I had already paid for. At this time I was escalated to be assigned a case manager. On November 3rd, I had a telephone consult with one of my case managers (I was assigned two Taureen R, and *******). The telephone consult was with ***** and lasted less than 15 minutes during which she explained that after the initial consult with the technician it was not possible to change vendors and I would have to open a new claim. Again I explained my concerns with the service call fee and she told me that Home Warranty of America would cover the charge and to have the vendor bill them directly. She additionally stated she would make a note in the system to not assign to the same vendor (*********** service) and that if it got assigned to contact my case managers.Following this recommendation, I opened a new claim, ******* on 10/27/22. On 10/28 it was assigned to ******************. On 11/1/22 I called three times (all to the case manager line, but never reaching "my" case manager) and was disconnected each time. I posted messages in my case status on the web portal and was given basic messages regarding my claim already being assigned with an appt date. Finally I was able to get through and they canceled the appointment and put it back into circulation. After no action on another vendor picking up the claim, I setup another call with my case manager. Again I spoke to *****, who told me they have no update on when another vendor can claim and my only other option rather than waiting is to go reimbursement method where I hire my own vendor. I opted to go that route, setup an appointment with ***'s Appliance. After the service call I advised the technician **** of the *** covering the service call fee. He annotated that on www.hwaclaims.com during the diagnosis. On his second visit during the final repairs, I covered the total bill of $432.56 which included the $100 service call fee. Later that day I received an email from Home Warranty of America stating I was approved reimbursement for $332.56 and a check would be mailed. On 11/17/22 I reached out to customer service to inquire about the service call fee reimbursement and was told there is no record of the reimbursement and it was not authorized. Confused I reached out to the Case Manager line and was able to reach ******* (my case manager) within seconds. We had a lenghtly conversation, to which I will admit that I became frustrated as ******* explained they don't authorize service call fee reimbursements. The only thing he could do was put in a free service call for my next claim. I explained that wasn't the point and I don't expect to have a future claim, rather I would like an explanation for why I was told by the case manager that I could, or why it wasn't put in for my new claim. ******* became noticeably frustrated, raised his voice toward me and became highly disrespectful. So much so that I even apologized and said I'm sorry it is clear that I have upset you since your tone has changed. He stated he wasn't upset but that I refused to accept any of things he was offering. I then requested to be escalated to the his supervisor because, he is being highly unprofessional. He told me "there is no escalation above me, only the **** and nobody talks to the ***** At this point I said, I will be ******* clear with you, "I want you to review the audio recording with ***** from November 3rd, and when you hear that she told me it was covered I want my $100 dollars reimbursed. Following that I want to cancel my contract and have a prorated refund for the rest of the year. (I renewed in August 2022). ******* explained that I was not due a refund because their policy states it is minus services paid. He then said he would review the call and "personally" get back to me later that day or the next. Suffice to say, he did not call me back. I called back on 11/21 and talked to a different case manager and requested an update to the "ticket" that ******* had placed about reviewing the call. The case manager informed me there were no notes of that taking place. I asked her if I can escalate above the case managers and she stated that yes she can submit me for escalation. She then put me on hold and returned to say that *****'s notes from Nov 3rd don't indicate her saying that. I asked if this was based off the voice recording and she said no, and I repeated that it was discussed verbally. She stated there was nothing she could do, that she requested from her "supervisor" if she could reimburse and was denied. I again requested for an escalation and stated that I wanted to file a complaint against the other case manager and she said that she sent the email. I asked if I can be included on the email, and she said no. I have voice recording of the last five minutes of the last call. Resolution. I would like my $675 of refund; $100 service fee reimbursed as well as my policy charge for this year of $575. This is by far the most disrespectful customer last organization I have ever worked with.

  Business Response

  Date: 11/22/2022

  Dear **********************: 

  Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 5846889). 

  ** records indicate that the customer placed a claim for the refrigerator (claim no. 4073490), which was approved, however the technician failed to return to complete the repair.  Due to the time that passed, the customer was required to place a new refrigerator claim.  

  On October 27, 2022, the customer placed a new refrigerator claim stating that the ice maker is not working properly.  *** allowed the customer to use a technician of their choosing to submit the diagnosis for claim evaluation. 

  Upon receipt of the diagnosis, *** approved repair and advised the customer of the total amount of reimbursement, which was in the amount $332.56.  The claim notations do not indicate that the service call fee was waived, however, as a goodwill gesture, *** has authorized reimbursement of the $100 service call fee and has issued a check to the customer in the amount of $432.56 accordingly. Please allow for up to 30 days processing. 

  With respect to the customer's request for a full refund of the paid policy premium, as per the Cancellation clause of the *** User Agreement, "if this Contract is cancelled after 30 days from the Coverage Period Start Date, You will be entitled to a pro rata refund of the Contract Fee You paid for
  the unexpired term, less any actual Service costs incurred by Us and an administrative fee of the lesser of $30 or 10% of the Contract Fee." As such, upon request for cancellation, the customer is not due a refund of the paid policy premium.  

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer a partial refund of the paid policy premium in the amount of $287.94. Should the customer wish to accept the partial refund with policy cancellation, please contact ************ at *******************************************. 

  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: 01/05/2023

  
  Complaint: 18445446
  
  I am rejecting this response because:

  You assisted me with the subject line complaint against Home Warranty of America.  This case was closed on 12/2 as it was agreed upon that I would be reimbursed. 

  
  

  The company has yet to send me the check despite claims they have done so.  They now are saying that I need to wait until March to have a check reissued or pay a fee for them to reissue a check.  

  
  

  Is this something you can assist with?

  
  

  Thanks

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

  Business Response

  Date: 01/05/2023

  Dear **********************: 

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

  Our most recent records indicate that the customer has been in correspondence with an HWA Consumer Advocate concerning status of payment and was advised the check in the amount of $432.56 was mailed on December 7, 2022, under check no. 20817 to the confirmed mailing address. 

  The customer indicated that they have not received the check and was given two options in order to have the check reissued according to our billing procedure, which include the option of having the check reissued, minus a $30 stop payment fee, or they can wait 90 days until the check has expired, and the check can be reissued without deducting a fee.  

  Should the customer wish to have the check reissued at this time, please contact ************ at ******************************************** Alternatively, the customer can contact us on March 7, 2023, and the check will be reissued accordingly.  All payments are subject to 30 days processing.  

  Sincerely, 

  The HWA Team 

   

  Customer Answer

  Date: 01/11/2023

  
  Complaint: 18445446
  
  I am rejecting this response because:
  

  This process makes zero sense.  I am the party that is owed money from this business and am thereby not responsible for a stop payment fee for a postal carrier loss.  The business can stop payment if they want to pay for that service l, but I will not wait until March to be reimbursed the monies owed to me.  I expect the check to be in the mail at no cost to me. 
  
  
  Regards,
  
  *********************

  Business Response

  Date: 01/12/2023

  Dear *********: 

  HWA issued and mailed the check to the customer according to the mailing address on file, which the customer has confirmed is correct. 

  As indicated, the check will be reissued according to internal billing and payment procedures. 

  Please refer to Resolution of Disputes procedure as outlined in the customer's contract should they wish to pursue their complaint further as no further action will be taken. 

  HWA requests this matter be closed accordingly. 

  Thank you, 

  The HWA Team 

   

• Initial Complaint

  Date:11/17/2022

  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.

  I filed a claim on 10/13/2022 for the furnace in my home, the claim has been assigned to 2 different technicians, both backed out, I have called several times and gotten the same response, your claim has been escalated and our dispatch department is working on finding a vender, they also kept emailing me about the reimbursement option, which is not an option for me, I don't have the sources to pay out of pocket, and when I spoke to a supervisor on 11/16/2022 she said I would be reimbursed at their costs, so basically I have been without heat since 10/13/2022, and I'm expected to sit and wait on them to find someone, I even found an HVAC company that would work with them, he called them and was told he charged more than what they were willing to pay. It's been 32 degree or lower for several days.

  Business Response

  Date: 11/21/2022

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 5627334). 

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

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

  HWA requests this matter be closed. 

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 11/21/2022

  
  Complaint: 18418393
  
  I am rejecting this response because: since I'm paying out of pocket I would like to be reimbursed 100% of what I pay, since they already told the technician they would not work with him because he charged more than what they were willing to pay, then told me they could not manually enter him into their system, he was willing to work with them and that's the response we received which is unacceptable 
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 11/22/2022

  Dear **********************: 

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

  As previously indicated, the customer has chosen to use the Claim Reimbursement Option in order to use a technician of their choosing to submit the diagnosis for claim evaluation. 

  To date, the customer nor the technician has submitted the diagnosis, and therefore, CHW has not issued a determination regarding claim coverage or reimbursement.  

  HWA requests this matter be closed.

  Sincerely, 

  The HWA Team 

• Initial Complaint

  Date:11/17/2022

  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.

  I have a home warranty contract with Home Warranty of America (HWA). The contract is from 07/27/2021 to 07/26/2023 and I pay $1,029 annually. My contract number is: IL03-SA01818875. I filed a claim with *** on 11/15/2022 at 10:30 am because my home heating is not working. I have no heat and the daily temperature in ****** has been at freezing. I have been followed up with *** regarding the claim multiple times per day. I asked them to please expedite the claim because it is freezing. However, they refused and said they are not an emergency repair company. *** said they were unable to get a contractor to accept their work order in ******. *** finally obtained a repair contractor today in a city 50 miles away. However, that contractor cannot come to ****** until next week. ****** is the 9th biggest ** city with hundreds of heating/air contractors. The cost of everything has gone up due to inflation including my renewal contract with HWA this year. However, *** is unwilling to pay the current going rate for work in ****** and contractors are unwilling to do business with them. I believe that *** is engaging in deceptive and harmful business practices that are hurting consumers.

  Business Response

  Date: 11/18/2022

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 6105111).
  

  The customer placed their claim on November 15, 2022 and HWA dispatched the claim to our vendor network. On November 16, 2022 HWA assigned ********** Services and scheduled an appointment for Monday November 21, 2022 between 3:00pm 8:00pm CST.
  

  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.
  

  Should the customer need to contact the technician directly they may be reached at **************.
  

  Thank you,
  

  The HWA Team

  Customer Answer

  Date: 11/18/2022

  
  Complaint: 18418221
  
  I am rejecting this response because: I do not believe not having any heat in freezing temperatures is under normal circumstances and waiting 7 days to get a technician from 50 miles away to potentially come out to repair the heat is not acceptable.  Consumers can die when there is no heat and the temperature is at freezing.  This is not acceptable under these circumstances.
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:11/16/2022

  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.

  Hello, I purchased a home warranty with the purchase of my home in January 2022. My furnace went out in Februrary of 2022. The fix to my furnace was approved, however, it would take a lot of time to get someone to my house and have this approved (in negative degree temperature). Because it was below 50 degrees in my home, the warranty company approved me to pay for the fix out of pocket and that I would receive a refund of that money since the problem was covered under warranty. At this point, I have not received a refund. The company does not call me back or give me an update on the process. I have called on 4 different occasions, months apart to inquire about the refund. The dates I have are: 11/16, 11/1, 7/28, 7/22, and 4/13. I was told by upper management that a check had been cut for me on 7/22 and I never received one. Every time I call, I ask to speak with a manager and this never happens. It should be illegal to not refund a person's money.

  Business Response

  Date: 11/23/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustration the customer may have experienced regarding their claim.
  
  HWA was not the obligor of the contract on the day the claim was filed, and we have asked the obligor to contact the customer for resolution.

  To date, they have not provided the requested information.  Upon receipt, *** will issue the response accordingly.  
  
  Thank you for being a valued customer of ********************.
  
  Sincerely,
  
  The HWA Team

  Customer Answer

  Date: 11/23/2022

  
  Complaint: 18414167
  
  I am rejecting this response because: I forwarded the same information to the company this week that was sent back in february/March.  My aplogies, if HWA is not the correct company, then who shall I file a claim on then since it is HWA I call for this?  I forwarded the information again  on 11/21 and revieved a reply at 12:50 p.m. that I would be contacted within 24 hrs.  I would be glad to share all of the emails and phone  records if needed.
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 12/05/2022

  *********,

  We have been advised that the obligor at the time of the contract has requested the customer submit a copy of their home inspection report to review for reimbursement. To date, the requested information has not been received. Without the home inspection report we are unable to move the claim forward at this time.
  

  Thank you,
  

  The HWA Team
  

  
  

  Customer Answer

  Date: 12/09/2022

  
  Complaint: 18414167
  
  I am rejecting this response because:  Copy of Home Inspection sent 12/6.  Still have not heard back via phone call from company after multiple requests.  
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 12/12/2022

  Dear **********************: 

  Our most recent records indicate *** approved reimbursement on December 9 in the amount of $979. 

  At this time, the check is currently processing with can take up to 30 days. 

  HWA requests this matter be closed. 

  Sincerely, 

  The HWA Team 

• Initial Complaint

  Date:11/16/2022

  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.

  Bought the home in June 2022 with a 13 month home warranty On 10/25/2022 I filed a claim that the Furnace wasn't working blowing only cold air. They are suppose to at a technician schedule within 24 hrs and tried getting the same company ******** Brothers *******, **) that had come over when the air conditioning was leaking into the crawl space but found out they no longer work with Home Warranty of America. I called and messaged *** asking when would they have a tech for my claim and continue telling me they would look for one but didn't get a tech out till last Wednesday. Saturday I contacted *** they told me they need some more information/photo so I waited till Monday. Since Monday I have been getting the run around from HWA they said we never received the photos next person tells me oh we got the photo its being review will have an answer in a couple hours. Every message or phone call it's a different excuse or story of why we still haven't got our furnace replaced. The tech told me there are multiple problems with our furnace control board is fried, corroded gas ****** *********** throughout the furnace. We have been without heat since 10/25/2022 the temperature has only keep going down it is really cold in my home. I have a 11yr & 3yr my 11 yr is sick with a respiratory infection & 3 yr is starting to get sick it is snowing & 30 degrees outside (feels like 20 degrees out). We went to Wal-Mart and bought 3 space heaters to try and help but that doesn't heat the whole house just the living room & 2 of the bedrooms. I have tried to talk to them nicely, mean & angry nothing has worked also asked for supervisors but they haven't helped at all. I have attached the message that have been sent back and forth starting at the bottom reading to the top.

  Business Response

  Date: 11/21/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 5819736). 

  Our most recent records indicate that *** has approved replacement and has advised the customer of non-covered charges in the amount of $935 to account for modifications necessitated by replacement.

  As per the policy exclusions, "We are not responsible for providing upgrades, components, parts or equipment required due to the incompatibility of the existing equipment with the replacement system, appliance or component/part, including but not limited to SEER standard, R-410A and/or 7.7 HSPF or higher compliant, as well as any other efficiency required by federal, state, or local governments."

  The customer has agreed to the non-covered charges and the equipment order has been placed accordingly. 

  HWA requests this matter be closed. 

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 11/30/2022

  
  Complaint: 18413901
  
  I am rejecting this response because:
  We have talk to HWA today and they still have not ordered a new furnace for my home. We are going on two weeks since they approved us to finally get a new furnace and still have not ordered it. Tonight it is going to be 19 degrees outside with no heat we are very cold and worried about our pipes bursting from the below freezing temperatures. Our Home warranty should cover everything for the new furnace we should not have to pay a cent for it other than put $100 service charge. 
  It has now been over a month since I filed the claim on the furnace with no heat!! Help please 
  
  Regards,
  
  ***********************

  Business Response

  Date: 12/06/2022

  Dear **********************: 

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

  Our most recent records indicate that the technician is supplying the replacement equipment and has scheduled an appointment to complete the installation for Thursday, December 8. 

  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." 

  HWA requests this matter be closed. 

  Sincerely, 

  The HWA Team