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:11/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received several emails and letters from *** stating that my coverage was ending and that I needed to take action to renew. I took no action to renew and they renewed without my permission. The terms of their contract say that if I opt in to renew for year 2 then years 3 through ever will auto renew. This was for year two, where per all their messages, I needed to take action to renew. They automatically renewed me and charged my credit card $81.23 and refused to refund the amount.

  Business Response

  Date: 11/08/2022

  April V.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: IL03-SA01883034).
  

  An e-mail was sent to the customer on several occasions regarding auto monthly renewal (10/2; 10/9; 10/16). *** did not receive a response from the customer regarding such. The customer cancelled their renewal as of November 3, 2022.
  

  HWA has refunded the monthly debit for November in the amount of $81.23 back to the customers card on file ending # **** at their request. Please allow up to **** business days for processing.
  

  HWA requests this matter be closed.
  

  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.

  *** is terrible!!! I have the highest plan and my dishwasher is covered for repair or replacement. It cannot be repaired so they are offering $246.00 to replace it. I paid $449.00 in 2017 for it and it has several upgrade features, top controls and bottle washer. The same dishwasher today is still $449.00, but HWA will not cover it, they say the upgrades are not upgradable for reimbursement/replacement. I could not find any dishwasher for $246.00, not even a stripped-down model. *** lies and takes your money and does not honor my contract. They are shorting me $200.00 and I had to pay the $75.00 service fee.

  Business Response

  Date: 11/07/2022

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dishwasher claim (no.: 5833047).
  

  Based on the diagnosis from Tempest Tech Appliance Repair the customer was offered replacement in the amount of $246.00. The customer did not agree with the replacement offer.
  

  Please refer to the terms and conditions section Limits 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.
  

  Nevertheless, we are pleased to honor the customers request and issue replacement in the amount of $450.00. Funds will be mailed to the customer in the form of a check so they may use them at a retailer of their choice.Please allow up to 30 days for processing.
  

  As we have honored the customers request, HWA requests this matter be closed.
  

  Thank you,
  

  The HWA Team

  Customer Answer

  Date: 11/18/2022

  This is the 1st email I have received from BBB regarding my complaint had a response from the company; I had no idea my complaint had received a response, nor did I know I needed to respond. 

  
  

  I do accept the company offer of $450.00. 

  
  

  Thank you

  *****

  
  
  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:11/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home warranty from Home Warranty of America in August 2022. On Nov. 2 I filed a claim that the dishwasher was not drying dishes. On Nov. 3 the selected repair technician came out and diagnosed the issue. He said the *** said they would replace the dishwasher and not repair it. He stated the cost of repair was approximately $500. Later the same day *** informed me they would offer me a $246 Lowes giftcard to cover the replacement cost of my dishwasher. Which does not cover the cost of the dishwasher, but also forces me to purchase the product from ******. I did not accept the offer and instead later spoke with ****************** and ************, who admitted that their replacement cost are based on wholesale prices and knew that I would be not able to purchase a dishwasher at a retail location for that price. The company clearly had no plans to actually replace my dishwasher.

  Business Response

  Date: 11/07/2022

  April V.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dishwasher claim (no.: 5913402).
  

  Based on the diagnosis from *********************** the customer was offered replacement in the amount of $246.00. However, the customer does not agree with the replacement offer.
  

  Please refer to the terms and conditions section Limits 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.
  

  Nevertheless, due to the customers dissatisfaction we are pleased to issue replacement in the amount of $450.00. Funds can be mailed to the customer in the form of a check so they may use them at a retailer of their choice. The customer may e-mail ******************** at ********************************************* regarding replacement. Payment is subject to 30 days for processing.
  

  As we have gone outside of the policy requirements, 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,
  
  ***************************

• Initial Complaint

  Date:11/02/2022

  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 complaint and the businss responded but their response does not solve the issue. Their reply and my talking to them mentions 'modifications' as not being covered.1 - They replied quoting this in their response:Please refer to section 4 under Exclusions which states, "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, sta NOWHERE IN THE CLAUSE IS THERE A MENTION OF "MODIFICATIOIN" NOT BEING COVERED.Also they are misclassifying a required work, in this case connecting the pipes to the new unit, as modification.How can this be a modification? it is min work required to make the system work. There was no upgrade to the duct work, the same existing duct was reconnected to the new system.I paid the **** in good ****** to the technician because it was already a month in the searing heat weather and HWS would not order the equipment without me accepting the charges. I even tried to change my acceptance but there is no option provided to do that. I have repeatedly requested detailed breakdown of the charges of **** dollars. This was not provided inspite of asking multiple times. So it was terrible service.I understand that changing the cutoff switch was n upgrade and may not be covered. But reconnecting the pipes should be covered by *** under labor charges. Thank you,*****

  Business Response

  Date: 11/02/2022

  Dear **********************:
  
  Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 4545003).
  
  HWA issued their response to the customer's complaint under ******************** Complaint ID ********, to which the BBB advised, "BBB has determined your company has addressed the issues within the complaint; therefore, we have closed this case in our files."
  
  Please refer to our initial response which indicates that the customer agreed to the non-covered charges, which was paid directly to the technician.  The technician has also confirmed that the installation was completed in September. 
  
  Should the customer wish to dispute the charge, which they have agreed to and paid directly to the technician, they would need to request same from the technician assigned. 
  
  Please refer to Resolution of Disputes section of the policy should the customer wish to pursue their complaint further.
  
  HWA requests this matter be closed accordingly.
  
  Sincerely,
  
  The HWA Team

  Customer Answer

  Date: 11/04/2022

  
  Complaint: 18347153
  
  I am rejecting this response because:*** is not addressing the issue. As per the contract there is no mention of "modification". Please see the clause mentioned by *** in their previous response.  This work should be covered by *** as per contrAct. I paid the technician because otherwise HWA were not ordering the replacement unit. This charge should be paid by ***. Since I have paid the technician, this shouild be refunded to me since it must be covered as labor charge.

  
  
  
  Regards,
  
  Tapas Mallick

  Business Response

  Date: 11/08/2022

  Dear **********************: 

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

  As per the policy under the Modifications Upgrade, "NOT COVERED: permits, cleaning, disposal or ductwork testing/sealing". Additionally, as per section 4 under 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." 

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer a check in the amount of $500 as a partial reimbursement.  Should the customer wish to accept, please contact ************ at ******************************************** A check will be issued to the customer within 30 days of acceptance. 

  Please refer to the 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 

• Initial Complaint

  Date:11/01/2022

  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.

  *** sold me a warranty in 2021 and in 2022 when I filed a claim their "technicians" showed up to accept four separate $100 "deductibles" and did nothing but glance at the work, after which nobody came back. They dragged their feet until my one-year policy expired at which point they turned off access to my portal so I could no longer see the notes or view scheduled appointments. When I called in they started telling me that issues they confirmed WERE covered previously were now NOT covered due to totally bogus reasons. So far they have fixed absolutely nothing at all whatsoever.They also have begun taking additional "retainers" without me presenting any credit card or agreeing to any charges, the latest was a plumber who came into my unit and looked around for about five minutes and then abruptly left without saying anything. He never asked for a payment of any kind but I found one on my online banking statement the next day.

  Business Response

  Date: 11/01/2022

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

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

  On September 27, 2022, the customer placed a claim for the plumbing system stating that there is no water pressure. HWA dispatched Veterans Plumbing & Sewer to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the water heater requires replacement due to built-up sediment.

  HWA issued the claim determination stating, "It was determined by the technician that a different trade technician is required. Your claim has been closed. Please contact us at your earliest convenience to open up a new claim for the correct system."

  With respect to the customer's assertion that *** is charging the customer for a retainer, *** does not charge the customer's credit card as the technician collects the service call fee.  *** has only charged the customer's credit card once on January 31, 2021, in the amount of $545.00, for the purchase of the policy. 

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer a full refund of the policy in the amount of $545.00.  Should the customer wish to accept, please contact ************ at *******************************************.  Please allow for up to 30 days processing upon 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: 11/01/2022

  
  Complaint: 18341642
  
  I am rejecting this response because:
  

  *** has denied many of my claims, and all on false merit.  I have been charged $100 four times now for what I mistakenly called a "retainer" but I meant "deductible" instead.  You cannot charge a deductible for an insurance policy (which this is) if you don't do any work or fix anything.  And you can't charge a "service fee" for an insurance claim.  Either way this is straight-up fraud.  Once you pay a retainer to a technician they say the work is not "their thing" and they dismiss you, leaving you where you started.

  This response addresses only one of many claims I have been made.  The reasons my claims have been denied have all been false conclusions that do not reflect the evidence that the contractors have observed.  As an example, my drywall claim was for bubbles and cracks from settling but the reason they denied it was due to "a previous contractor creating holes in the wall to do the work".  There were zero holes in my walls, and no contractor had been here to do any work.  There was no evidence, photographic or otherwise, as to any holes in the walls.  The remainder of the concocted reasons for denying claims were equally bogus.

  The claim that HWA doesn't collect my payments may be technically accurate but that doesn't explain how their contractors are now collecting $100 payments from me without my authorization.

  The reason I don't accept the refund on this bogus warranty is that I am now out an additional $400 for four "deductibles" to HWA-coordinated contractors who took the money and left.  I am out a total of $400 more than the amount they offered.  If they are willing to give me a full refund I will accept it even though I feel this company should be investigated and/or prosecuted for fraud.

   

  Regards,
  
  **** Y

  Business Response

  Date: 11/08/2022

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

  In goodwill and outside of policy requirements, in our initial response, *** offered the customer a full refund of the paid policy premium. 

  On November 4, 2022, the customer emailed the Consumer Advocate stating, "Please tell me how and when I can receive the refund of $545.00 referenced in this email sent to me through the Better Business Bureau of **********.  Thank you. *******************"

  In response, *** advised the customer that we have authorized a full refund of the paid policy premium in resolution of the complaint. The customer questioned as to how they would receive the refund, to which *** advised a check would mailed to the confirmed mailing address within 30 days.

  As such, the customer has accepted the proposed resolution,*** has issued a full refund of the paid policy premium and cancelled the customers policy accordingly, and therefore *** requests this matter be closed.

  Should the customer wish to request reimbursement of service call fees paid directly to the technician, the customer must contact the technician directly as *** does not collect the service call fees as per policy terms and conditions.

  Please refer to the Resolution of Disputes section of the *** User Agreement should the customer wish to pursue their complaint further as there is nothing more that can be offered.

  Sincerely,
  
  The *** Team

• Initial Complaint

  Date:10/31/2022

  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 September 21, 2022 I contacted Home Warrentys of America to put in a claim that my stove top was not working. On September 23, 2022 a company came out to review the stove top. Home Warrenty approved the repairs but as of today October 31, 2022. No repairs have been made due to out of stock on parts. I have contacted Home Warrenty on several different occasions with the dates being October 3, 7th, 10th, 12, 13, 24th, 25th, and today, October 31 with no timeframe on parts or repairs. My claim is being assigned to another vendor to come out again and look at the stove top. This is the first claim I have filed after renewing last November 2021. I am not happy with the way this claim has been handle and over a month nothing has be resolved. I am requesting a refund be issued of ****** is what my renewal fee was that was paid in November 2021.

  Business Response

  Date: 11/01/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the cooktop claim (claim no. 5266878). 

  On September 21, 2022, the customer placed a claim for the cooktop stating that the right rear burner is not working properly. CHW dispatched Five Star Appliance Repair to the customer's home to submit the diagnosis. Upon inspection, CHW approved replacement of the element and switch. 

  On October 13, 2022, the technician updated the claim indicating that the parts are no longer available, however, based upon our research, the parts are available with another supplier.  

  HWA resubmitted the claim into dispatch for vendor reassignment as the technician failed to attempt to source the parts.  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." 

  Nevertheless, as a goodwill gesture, HWA is pleased to offer the customer a buyout offer in the amount of $650 in lieu of repair or replacement of the cooktop. As per section 14 of the Limits of Liability, "We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (not matching for brand color or dimensions) for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item." 

  Should the customer wish to accept, please contact ************ at *******************************************.  A check will be issued to the customer within 30 days upon 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: 11/04/2022

  [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 acceptable to me.
  
  

   

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

• Initial Complaint

  Date:10/27/2022

  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.

  Our above the stove built-in microwave oven continually tripped the electrical breaker. I made a claim with *** who assigned the repair to ******************** repair in *****, *****. The technician determined he needed to order parts for the microwave. I paid the $75.00 service fee to the appliance repair company. On 10-17-22 I was notified by *** they wanted to pay me $191.00 for me to purchase a new microwave and install it myself, instead of repairing the defective one. I declined their offer, as it would cost me over $500.00 to purchase and install a new one. The *** claim case worker advised me thats all they would pay. *** claim number *******.

  Business Response

  Date: 10/28/2022

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the microwave claim (claim no. 5541258). 

  On October 7, 2022, the customer placed a claim for the microwave stating that circuit breaker trips when the microwave door is open. HWA dispatched ******************** to the customer's home to submit the diagnosis. Upon inspection, HWA approved replacement with a buyout offer of $191. 

  Please refer to section 14 under the Limits of Liability which states, "We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (not matching for brand color or dimensions) for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item."

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer a buyout offer increase from $191 to $300 as a final offer. Should the customer wish to accept, please contact ************ at *******************************************.  A check will be issued to the customer within 30 days upon 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: 10/28/2022

  [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:10/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My clothes washer stopped working so I filed a claim with Home Warranty of America whom I have a home warranty contract with on 9/18/22. On 9/23/22 they sent a tech from *********** Service to diagnose the problem with the washer. The tech diagnosed and submitted the diagnosis while on site at my home. *** continued to tell me for weeks they had not received the diagnosis from the tech. I called A&E on multiple occasions and as I was speaking with them they stated they just submitted the diagnosis to HWA again. *** continued to tell me they did not receive the diagnosis. On 10/18/22 ( one month after filing my claim), HWA notified me they were reassigning my claim to ****** ************* and they were scheduled to diagnose the washer on 10/25/22. The tech did not show up on 10/25/22. I called ****** and they informed me that they rescheduled the appointment to 10/27/22 which I had not been informed of until I called. I received a call in the morning from ****** making sure I would be home from 1:00pm - 2:30pm for the tech. I received another call from the tech 1:06pm stating he was behind and wanted to push the appointment to 10/28/22 at 9am. I called *** regarding the sliding appointment date. They reached out to ****** and left a message for them. After over 1 month since my claim was filed, I have not received the service I pay for with this warranty company. The claim department that answers the phone refuses to connect me with a manager level individual and blocks me from escalating within HWA to resolve my issue. I told ***** would be filing a claim with the BBB and I will not be renewing my home warranty with their service once my contract is complete at the end of the year. I have paid for a service that I am not receiving.

  Business Response

  Date: 10/28/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the washer claim (claim no. 5203293). 

  Our most recent records indicate that *** has waived the *** and reassigned the claim to ****** Appliance. The customer has an appointment for today, October 28, with ****** Appliance between the hours of ****PM. *** has also confirmed the appointment with the technician. 

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

  Sincerely, 

  The HWA Team 

• Initial Complaint

  Date:10/25/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received an email from HWA stating, "We have determined, the best long-term solution is to replace your Dishwasher. In lieu of replacement, we are offering you funds in the form of ****** eGift Cards based on your current system's features and capacity, to select the system of your choice."HWA contract has following wording: "Cash Option. 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."The amount offered ($246) was significantly less than any dishwasher that can be purchased. HWA would not provide a reference model number or any information that was used to establish their actual cost for the replacement offer. A replacement dishwasher with similar features was purchased out of pocket for $1017.87, which does not include installation or disposal of old dishwasher. The case manager stated her decision on dollar amount was final and there was no escalation process and that the claim would close in 30 days.

  Business Response

  Date: 10/26/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 5436612). 

  On September 30, 2022, the customer placed a claim for the dishwasher stating that it is not advancing through cycles. HWA dispatched *************** Service to the customer's home to submit the diagnosis. Upon inspection, *** approved replacement with a buyout offer of $246.00. 

  Please refer to section 14 under the Limits of Liability which states, "We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (not matching for brand or color) 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." 

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer an increased buyout offer from $246.00 to $595.00 as a final offer. Should the customer wish to accept, please contact ************ at ******************************************* A check will be mailed to the customer within 30 days upon acceptance.   

  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:10/21/2022

  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.

  Per Home Warranty of America's records, on May 18, 2022 I filed a claim for a leaking dishwasher. A repairman sent to my home said they needed to order parts, but months later they still did not have the parts. A new service was sent out who identified a different problem. Weeks later the repairman came back without parts. That was three times I took off work. I was asked to be patient to wait for them to get parts. They now inform me that too much time has passed and I will have to pay an additional $100 as I now need to make a new claim. This is not the first time I have had to wait months for a repair. My dishwasher has now been inoperable for five months. I would like my $100 service fee back, and more importantly, to cancel Home Warranty entirely. I have been signed up for Home Warranty for years and now want to cancel the service plan. I pay every month but when I make a claim it winds up costing me more than if I just paid for the repair without their service. Please help me to cancel the service plan. The claim number is #******* Claim date: 2022-05-18 Issue: leaking dishwasher Thank you very much.***************************

  Business Response

  Date: 10/26/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 2624554). 

  On May 18, 2022, the customer placed a claim for the dishwasher stating that it is leaking. CHW dispatched Pro Appliance Medics to the customer's home to submit the diagnosis. Upon inspection, CHW approved repair. 

  Our records indicate that the part was ordered, however it was listed on backorder with no estimate time of arrival. 

  Please refer to section 1 under the Limits of Liability which states, "Problems cannot always be diagnosed and repaired on the first Service visit. We are not liable for losses
  or damages resulting from misdiagnosis or delays in completing diagnosis or repairs."

  On October 21, 2022, the customer contacted HWA requesting an update and was advised that a new claim would need to be placed as the claim was closed due to inactivity. 

  Nevertheless, as a goodwill gesture, *** has authorized a check to the customer in the amount $100.00 as reimbursement for the paid service call fee. As per the customer's request, *** has also processed a cancellation of the policy effective immediately. A refund is not due to the customer was they were a monthly policyholder and did not pre-pay for coverage. 

  HWA requests this matter be closed. 

  Sincerely, 

  The HWA Team