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:11/16/2022

  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.

  *** send ***** to my house for my refrigerator they said they would ordered the part and come back within a week to install it.. I still haven't received the part so i called Hwa they transferred me to the resolution department which assured me it would be here the next day . I was also told by them if I didn't receive the part they would replace the machine for full value and either give me a lowes card or a check and not to worry. I said no please this had happened before with my washing machine they don't give you not even the half of the money so I begged them to find me the part. I called back the two days letter to inform them i never got the part. The lady said then we need to replace the regenerator I begged her to find me another company she wouldn't this was the resolution department. She said they would send me a quote of how much money they would send to replace my refrigerator and if I had a problem with the quote to call the resolution department back. My refrigerator is worth over **** thats with out taxes and delivery they send me a quote of 986. I called the resolution department and they tell me thats what it would cost them to get the samerefergator so I ask them to send me the refgatorr with that price and they said they can't do that and I need to talk to case work and schedule an appointment today I get a call from a lady called victoria *** 16 she offer me 200 dollars more and says it can only be a ****** gift card. I explain to her that the resolution department had told me they would give me the total of replacing my ref which the money she is offering me is not what it cost to get a new one and also I explained to her I rather buy one at ********** and was told they would give me the option either gift card or check she said that' not how it works. That' not what the resolution department told me they told me that I would get the money to get a new one for what it cost I feel this isn't fair the ref is worth over ****

  Business Response

  Date: 11/18/2022

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 5417502).
  

  Based on the diagnosis from *********************** the customer was offered replacement in the amount of $986.00. However, the customer declined the offer.
  

  Please refer to the terms and conditions section Limitations of Liability number 9: Repairs/Replacements: We have the sole right to determine whether any Covered Item will be repaired or replaced. Parts and replacements will be of similar or equivalent quality and efficiency to those being replaced, subject to all other provisions of this Contract. Where replacement equipment of identical dimensions is not readily available, We are responsible for providing installation of similar quality equipment but NOT for the cost of construction or carpentry made necessary by different dimensions.We are not responsible for upgrading or matching color or brand.
  

  The customer spoke with their assigned case manager on November 16, 2022. HWA increased replacement to $1,199.00 in the form of a Lowes ****** Card. However, the customer declined and stated that they wanted a check as opposed to as gift card.
  

  Due to the customers continued dissatisfaction, HWA will issue replacement in the amount of $1,425.00. Funds will be mailed in the form of a check so the customer may use them at a retailer of their choice. The customer may e-mail consumer advocate ******************** at ********************************************* regarding replacement. Payment is subject to 30 days processing.
  

  HWA requests this matter be closed.
  

  Thank you,
  

  The HWA Team

  Customer Answer

  Date: 11/18/2022

  
  Complaint: 18412595
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***************************;  to buy a new regratior is over **** without  taxes installation removal 

  Business Response

  Date: 11/21/2022

  Dear **********************:  

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

  As a final goodwill gesture, *** is pleased to offer the customer a buyout increase from $1,425 to $1,600. 

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

  *** requests this matter be closed as we have gone outside of policy requirements in order to resolve this matter. 

  Sincerely, 

  The *** Team

  Customer Answer

  Date: 11/22/2022

  [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:11/14/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Deceptive contracts, unacceptable customer service. The use of terms such as "replacement" of your appliance is not truthful. I had multiple issues with my refrigerator over the past 8 months. Eventually it was deemed un-fixable. When it came time to replace the appliance, I was only given an option of $986. It was explained to me that because they had a contract to purchase a new refrigerator for that price, that is all I would be able to receive. I explained my make and model to them, added all the features of my current fridge, and the measurements. None of this information mattered. They told me since they could purchase a basic white fridge for that amount, that is all they would give me. I also had an issue with my oven. The same process happened. All they would give me is $338 for "replacement" of my appliance. I even quoted my contract with regards to replacement. This company is unfair to the consumer, and has terrible customer service.

  Business Response

  Date: 11/15/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 5261556) and the oven claim (claim no. 5994705). 

  On September 21, 2022, the customer placed a claim for the refrigerator stating that the unit is leaking water. *** dispatched Appliance for Five Thousand to the customer's home to submit the diagnosis. Upon inspection, *** 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 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." 

  On November 3, 2022, the customer accepted the offer of $986. At this time the payment is processing which can take up to 30 days. 

  With respect to the oven claim, the customer placed the claim on November 7, 2022, stating that the display is not working. HWA dispatched Dr. ************ Repair to submit the diagnosis. Upon inspection, *** approved replacement with a buyout offer of $338.  

  The customer appealed the claim determination and at this time, the claim is currently pending Case Manager assignment for handling.  

  In lieu of awaiting Case Manager assignment, as a goodwill gesture, *** is pleased to offer the customer a buyout increase from $338 to $700.  Should the customer wish to accept, please contact ************ at *******************************************.  A check will be issued to the customer within 30 days of acceptance. 

  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: 11/15/2022

  [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,
  
  ***********************

• Initial Complaint

  Date:11/14/2022

  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 policy with Home Warranty of America. I contacted them because the electricity in my garage keeps going out. I first put in the work order in February, they sent someone out the problem was not fixed. I called again in March, July and September. The problem was never fixed, but each time they came out I had to pay $100 deducible. Now I got an email saying they are denying my claim. I tried talking with a supervisor then a manager. I was told they are not going to pay. I have read my policy and it states they pay for electrical. My problem is I have been calling for 8 months they come out take my money and in all this time *** never said they will not pay for the electrical problem in my garage. Now they are telling me they do not pay for it and when I asked what changed since February they say they do not pay for wires underground. I read my policy and I do not see that anywhere. I asked to speak to someone above *******, the last person I spoke with and is the manager I was told. ******* said there is no one above him.

  Business Response

  Date: 11/15/2022

  Dear **********************:
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the electrical system claims (claim nos. ******* and *******).
  
  On July 13, 2022, the customer placed a claim for the electrical system stating that circuit breaker and fuses are tripping. *** dispatched ************** to the customer's home to submit the diagnosis. Upon inspection, *** approved replacement of the breaker. 

  On August 20, 2022, the customer contacted *** stating that the electrical system is again not working properly.  *** recalled the technician to return to the customer's home to reinspect the failure.  Upon further inspection, the technician reported, " Garage circuit needs to be replaced. Need to run new underground line from house to garage. Intermittent trouble causing the line to short out and trip the breaker." 

  On August 29, 2022, *** issued the claim determination stating, "It has been determined that the electrical wiring to the garage is broken underground and will need to be re-run. 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...or any other perils not considered loss or damage due to normal wear and tear." 

  On September 25, 2022, the customer placed a new claim for the electrical system stating that the circuit breaker and fuses in the garage keep going out.  HWA dispatched Our Local Electrician to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the underground line to the detached garage is damaged and requires re-running.  

  As the previous electrical system claim was determined to be non-covered for the same failure, *** issued correspondence to the customer requesting that they submit proof of repair for the prior electrical system claim. The customer appealed the determination and was advised that *** denied the previous electrical system claim for the same failure, and therefore the claim remains non-covered. 

  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:11/13/2022

  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.

  An annual contract ( # IL03*SA01869268) was purchased from Home Warranty of America (HWA) in January 2022 and included the pool, pool heater, filter and motor. On May 16th 2022, the pool heater began to leak and *** was contacted. As per the contract, HWA is to send a service technician within 48 hours to assess the problem. We did not receive any call or notice from any technician. *** was contacted at least 10 times with regards to scheduling the service technician. Throughout this time, we were told that a service technician could not be found by *** and therefore the delay. It wasn't until mid*September 2022, that HWA sent a technician. The technician stated the (heater) unit needed to be replaced and an estimate was around $4,000. The contract includes a clause that HWA pays a maximum of $1,000 annually for repairs. To date, they have not paid anything. *** stated that the $1000 would be paid to the technician only upon purchase of the pool heater. This is not stated in the contract. We told *** that we did not want to commit an additional $3,000 in pool repairs. As HWA has not paid for any claims, we are seeking the $1,000 per the contract. We are also seeking monthly premiums form January * October (approximately $80.00 per month: $800), water to fill a ****** gallon pool twice ($200 per episode: $400), chemicals needed to clean pool as the filter was not working ($100 per month, May * September (5 Months) $500) and 5 months in which we were heavily inconvenienced as we were not able to use the pool ($1,000).

  Business Response

  Date: 11/14/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the pool/spa claim (claim no. 2543011).

  On May 16, 2022, the customer placed a claim for the pool stating that it is leaking. *** assigned the claim to several technicians; however, they were unable to keep the appointments due to high seasonal demand.  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 September 22, 2022, HWA assigned ARE Pool & Spa to the customer's home to submit the diagnosis.  Upon inspection, HWA approved repair in the amount of $1,000 and advised the customer of non-covered charges in the amount of $2,662.88. 

  On September 29, 2022, the customer requested HWA authorize a check to them in lieu of authorizing the funds to the technician, and the customer was advised that the funds must be authorized to the assigned technician as per policy terms.  As per Section 2 under ***************** "We have the sole right to select the Authorized Repair Technician to perform the Service." 

  Thereafter, the customer processed a cancellation of their policy due to their dissatisfaction with the claim process.  Nevertheless, *** has authorized a check to the customer in the amount of $1,000 to apply towards the cost of repair using a technician of their choosing.  Please allow for up to 30 days processing.  

  With respect to the customer's request for reimbursement for loss of use, water to fill the pool, and chemicals, as per Section 8 under "Loss of Use Damages" of the Limits of Liability, "We are not liable for indirect, consequential or economic damages for loss or damages to any person or property arising from the loss of use or the inability to use any covered items or property to the extent such may be disclaimed by law, and you expressly waive the right to all such damages." 

  In regard to the customer's request for a refund, the customer was a monthly policyholder and did not pre-pay for coverage, therefore, the customer is not due a refund of the monthly paid policy premiums.  As per the Cancellation terms of the policy, "...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..."

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer a refund in the amount of $349.24, which represents the customer's monthly paid premiums from May 2022 through September 2022.  Should the customer wish to accept, 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 HWA Team 

• Initial Complaint

  Date:11/10/2022

  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.

  We had filed claim with this company regarding our air conditioning system. The Technician stated he could do a temporary fix , but the entire system needed replaced. We paid out of pocket for the replacement system in August of 2022, then sent the invoice to this company for reimbursement. We have gotten nothing but a runaround for months now. They have denied the claim, then stated that the technician need to rewrite the report, then that they would have management reach out to me, however no one ever calls me back.

  Business Response

  Date: 11/15/2022

  Dear **********************: 

  Home Warranty of America 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. 
  
  Thank you for being a valued customer of ********************.
  
  Sincerely,
  
  The HWA Team

  Customer Answer

  Date: 11/15/2022

  
  Complaint: 18385469
  
  I am rejecting this response because:
  
  What do you mean that *** was not the obliger on the day this claim was filed? I have a policy with HWA that was/is valid from 11/29/2021 thru 12/28/2022. I can even supply my policy number if need be. I still have not received any communication from HWA and the fact that I have been informed numerous time that a supervisor or manager would be contacting me back within ***** hours of my phone calls is not negated by the fact that they have replied to the BBB. I am hopeful for a resolution to this matter soon and am awaiting any contact from HWA. I am still a very dissatisfied customer of HWA at this point. 
  
  Regards,
  
  *******************

  Business Response

  Date: 11/16/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 260556).  Please note *** has provided us with claim information as HWA was not the obligor of the policy on the day the claim was placed. 

  On February 17, 2022, the customer placed a claim for the central heating and opted to use their own technician in order to complete the repairs.  

  On August 26, 2022, the customer forwarded the technician's diagnosis which indicated that the system required replacement due to the evaporator coil leaking into the electronic board and down into the furnace.  

  *** issued the determination stating, "Per the Terms & Conditions: Consequential Damages. 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: failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing,electrical failure or surge, water damage." 

  On August 29, 2022, the customer contacted *** regarding claim denial and advised the customer that the claim cannot be approved as the failure was due to consequential damage.  

  On October 19, 2022, the customer forwarded an invoice requesting that the claim be further reviewed for claim coverage to which *** issued the final resolution which indicated, "...this claim was denied because the coil leaking caused the electrical failure (which is consequential damage, and not covered by your warranty). The documents you submitted just state there was electrical failure, it does not change the diagnosis that the electrical failure was caused by the coil leak,therefore the denial cannot be overturned. I apologize for any inconvenience and hope this provides some clarity as to why the denial still stands." 

  Should the customer wish to pursue their complaint, please forward all correspondence to **********************. 

  HWA requests this matter be closed.  

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 11/16/2022

  
  Complaint: 18385469
  
  I am rejecting this response because:I still have not received a call nor the requested documentation  from the *** service provider originally sent out for our warranty claim. *** has avoided and continues to avoid discussing the claim and its reasoning with me. Rather, they would continue to site consequential damage when that is not the complete story. The runaround and circus they have put me through should without a doubt earn them a pour BBB rating. I am extremely Dissatisfied with the fact that it took a BBB complaint for them to finally begin communication about my claim. I hope a resolution can be reached in the near future. 
  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 11/17/2022

  Dear **********************: 

  As indicated, *** was not the obligor on the day the claim was filed, and therefore *** has provided us with claim information and resolution. 

  *** has again requested *** to contact the customer in order to discuss their claim further.

  Should the customer wish to contact *** directly, the customer must contact ********************** as there is nothing further that can be offered. 

  Sincerely, 

  The HWA Team 

• Initial Complaint

  Date:11/09/2022

  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 had problem with heater / air conditioning unit, I filed a claim and they sent me technician last week. He said thermostat/ monitor is damaged knowingly I told her the monitor is brand new but he insisted its the monitor ! He replaced it and unit didnt work it was flashing cool but he said because its new it will lick on later on. He left and unit still down since then. I live in ***** ! Either weather is heat or too cold and heater/ air conditioning is a must to have especially there is kids with asthma at home. I called HWA and they called technician to come out again ! They said he will be today between 9am and 2 pm till now its 4:10 pm no one showed up! I called HWA two times while ** talking to them they hang up and dont even call me back.I need to cancel the policy because this warranty company make contracts with unprofessional contractors also HWA dont follow up with us especially when we are talking to them and their call drop they dont even call back!!! I need to cancel my policy and have full refund of my annual premium And refund the service call fee for the money I paid for the contractor who doesnt show up to appointment. I took two days off from work and wasted on them and also been suffering a week with the family without air conditioning at home .

  Business Response

  Date: 11/11/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 5874153). 

  Our most recent records indicate that HWA authorized Only Way Air Heating & AC to complete replacement of the thermostat and transformer.  The technician has confirmed that the repair was completed on November 10, 2022. 

  HWA requests this matter be closed. 

  Sincerely, 

  The HWA Team 

   

  Customer Answer

  Date: 11/11/2022

  
  Complaint: 18382332
  
  I am rejecting this response because:

  looks like your contractor is not just unethical by not respecting customers by showing up on time . As you know they gave me a window 9am till 2pm to show up and they ended showing at at 7 pm! 
  not only this ! They spent an hour the technician stated he changed the board. 

  my claim from the begging was for the heater is not kicking on but when the technician came in the first time he ruined the air conditioning and thats why I contacted HWA to send them back. When technician came back second time he made air conditioning to work and when I asked him about the heater he said you need to turn off air conditioner first then wait for sometime to turn on heater again . I asked him and why should I do that ? It used to work for many years I just switch it to heater and work properly! So after changing thermostat and the board as you stated it wont work as normal . Anyways after he left I turned off the air conditioning and waited a little bit to turn on the heater as he suggested and still heater till now is not kicking on!!! 
  so the problem hasnt been resolved at all.

  and my blame on HWA that ever time I call they pull up my profile and while talking to an agent the call drop and supposing my my profile is in front of the agent they never call back and make me call them again and wait again till I get hold on another agent then call drops again and they never follow up!!!! 
  we dont have time as customers to keep wasting hours and hours to get hold on one of your agents!!! 
  and the bottom line your respond is reheated because the problem isnt resolved yet and I wont let the same unethical contractor comes to my house again!

  Its really ridiculous!!!! 
  
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 11/17/2022

  Dear **********************: 

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

  Our most recent records indicate that the claim was reassigned to ***** AC & Heat who completed a repair to the systems wiring and fuse link. 

  Today, November 17, an HWA Consumer Advocate contacted ***** AC & Heat who confirmed repair completion, and they have indicated that the system is now in proper working condition.  

  HWA requests this matter be closed. 

  Sincerely, 

  The HWA Team 

• Initial Complaint

  Date:11/09/2022

  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 claim has been active since 10-06-2022 for my hot water heater. I contacted *** and filed my claim and was informed that a vendor technician would be contacting me to notify me before arriving. I did not receive any communication from anyone and was then notified that I can use the reimbursement process and "Find my own technician". I decided to make some calls and found a company to come do a diagnosis and after their visit they were not able to make repairs due to the parts not being compatible. I had to call and reach out every day because *** was not giving me information to know what to do next. There are no vendors in my area that are on a "working relationship" with ****After going back and forth with HWA for 10 days the only thing approved was for a burner kit assembly replacement and reimbursement. My local technician was not willing to due the work due to the amount of rust damage to the hot water heater. After going back and forth with *** for another 10 days I was finally put in contact with ********************************* as a case manager and in short we restarted the whole claim process. From that time it has been 14 days and there is still no vendor technician assigned to come do a new diagnosis and work with HWA to determine the steps forward.I submitted work quotes and copies of the quotes and a full diagnosis and amounts for parts and labor and there was not even approval for the cost of the parts kit and the labor.I am seeking action to fulfill the responsibility from you as the Home Warranty company. I have done my part as a customer and purchased my home ********************** policy as a Platinum policy and then when covered items fail you are doing nothing but taking my money. I am not going to be patient for very much longer before I start pursuing alternative action unless this claim is resolved and i am taken care of as a paid customer.

  Business Response

  Date: 11/09/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 5515554). 

  Our records indicate that an HWA Consumer Advocate contacted the customer today, November 9, and offered the customer the cost of replacement of the water heater in the amount of $2,565.26, as quoted by the customer's technician. 

  The customer has agreed to accept the amount and the check is currently processing, which may take up to 30 days. 

  HWA requests this matter be closed. 

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 11/09/2022

  [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:11/07/2022

  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 request for a repair in which the contractor assigned provided a report that I believe had faulty logic. The company, home warranty of America, took it at face value and denied my request without consulting with me in any way whatsoever. I disputed the denial, and they made little to no attempt to reach out to me or contact me until 11/07/2022. I have zero texts or voicemails, as they claim, and none appear of my missed call list. I have been extremely patient. After the discussions with the contractor and my conversation with *** on 11/07/22, it was re-determined that my claim would not be covered because the missing decorative face plate (a shiny circular thing that covers the hole in the wall where the pipe comes in and out of (the hole is maybe two by to inches if that) is proof that the whole plumbing was tampered with and that's the reason why my pressure and water temperature will not be fixed. They have denied my claim twice in which I have tampered with that device and do not agree that the missing decorative faceplate is proof of tampering. I'm afraid I have to disagree with the logic and conclusions made by the individuals involved. The contractor admitted that the faceplate had nothing to do with the valve's performance but refused to put that in the report. In fact, he did the exact opposite. He emphasized that because the decorative faceplate was missing, that was reason enough not to fix it and why the water pressure and temperature were not working. This is absurd. If this cannot get fixed, I ask that my cost for filing both claims be returned to me. Sincerely,***********************

  Business Response

  Date: 11/09/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 4948731). 

  On September 3, 2022, the customer placed a claim for the plumbing system stating that the shower head is not working properly. *** dispatched *************** to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the cartridge is missing the temperature regulator and the shower plate is detached inside the wall.  The technician also indicated that it appears that someone attempted to fix the valve.  

  *** issued the determination stating, "It has been determined that the shower cartridge temperature regulator is missing, and the shower plate is missing and detached inside the wall. This issue is the result of improper repairs, and not due to normal wear and tear."

  The customer appealed the determination and as a goodwill gesture, HWA authorized $185 to the assigned technician to complete repair.  

  Today, November 9, an HWA Consumer Advocate contacted the technician to confirm the status of the repair.  The technician indicated that they attempted to complete the repair, however they were unable to repair the valve and recommended a shower assembly replacement. 

  As a goodwill gesture, *** is pleased to offer the customer $185 towards the cost of completing the repair using a technician of their choosing.  Should the customer wish to accept, please contact ************ at ******************************************** A check will be issued to the customer within 30 days of acceptance. 

  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:11/07/2022

  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 service request has been made early in October due to my furnace being out of service. Phoce calls on my end have been made everyday to HSA without succes of resolving. First they tried locating a contractor themselves and due to the failed attempts they authorized *** OSA -oustide service authorization for a quote for a new furnace. After it was provided they decided to submit my claim into queue for a second quote which has not been resolved. I have called demanding to speak to a supervisor and my phone calls would get disconnected or I wouldnt be transferred. According to them ****** is the supervisor in charge of my claim. That said manager called me on 11/01 at 10:22 PM CST. No further attempt from them has been made.

  Business Response

  Date: 11/11/2022

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

  Home Warranty of America (HWA)reached out to the customer via e-mail on November 8, 2022. We advised that we were unable to locate their claim/policy by the information provided. *** requested a claim/policy number to reference from the customer. To date, we have not received a response. Please have the customer specify the claim in which they are referring to so that we may assist regarding their concerns. The customer may respond to ******************** (*********************************************).
  

  Thank you,
  

  The HWA Team

• Initial Complaint

  Date:11/04/2022

  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.

  In September of 2022, I canceled my service contract through Home Warranty of America effective the annual expiration of 13 October 2022. On 28 October 2022, they attempted to charge me $82.32 which my bank flagged as possible fraud. I called their customer service department that day and restated that we are not continuing service with them. The agent acknowledged this and stated that it wouldn't happen again. However, on 4 November 2022, they again tried to charge me $82.32 which my bank again flagged as possible fraud.

  Business Response

  Date: 11/07/2022

  *********,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their policy claim (no.: IL03-SA00186749).
  

  HWA spoke with the customer on November 4, 2022 and confirmed their policy expired as of October 29, 2022 and were unsubscribed from auto renewal. The customers credit card information was also removed from our system.
  

  We have also sent an expedited request to our ******************** to place Mr. ******** information on our do not call/do not email list at their request.
  

  Please allow up to 30 business days for the information to process.
  

  HWA requests this matter be closed.
  

  Thank you,
  

  The HWA Team

  Customer Answer

  Date: 11/07/2022

  [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,
  
  *************************