Business Profile

Home Warranty Plans

Home Warranty of America

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Complaints

This profile includes complaints for Home Warranty of America's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,482 total complaints in the last 3 years.
318 complaints closed in the last 12 months.

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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:10/21/2022
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 the Home Warranty Company of America (HWA) to cover any costs for items that needed to be repaired or replaced on my home I purchased. The Policy was purchased on 9/16/21 and was a Premium Plan that was to cover Water Heaters and Stoves. I placed a claim on 10/19/22 for both my cooktop and my water heater that are leaking gas that the gas company red tagged/condemned. On 10/20/22 the plumbing company came and looked at my water heater and stated it needed replaced. *** refused to replace the water heater and stated that it was from normal wear and tear. The technician stated that he just did another warranty claim through HWA and they are paying to replace the water heater. I canceled the policy and wanted a full refund and *** is charging me a cancellation fee and deducting $104.17 out of my $650 premium that I paid. I want them to refund me the additional $104.17 back to my account as well as the $100 service fee that I had to pay for the plumbing company I had to pay for them to tell me the same thing the gas company did, which is that it needed replaced. Total refund $204.17.
Business Response
Date: 10/26/2022
Dear **********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 5730273).
On October 19, 2022, the customer placed a claim for the water heater stating that the tank is leaking gas. HWA dispatched Down South Plumbing to submit the diagnosis. Upon inspection, the technician reported that the tank is rusted and leaking with recommendation of replacing the tank.
HWA issued the claim determination stating, "It has been determined the water heater has a damaged tank that is leaking. Under normal wear and tear conditions this failure takes time to occur and cannot develop within commencement of the policy. Please refer to your terms and conditions section Definition number 1; this Contract provides coverage for unknown Breakdowns if the breakdown is not detectable through visual inspection or simple mechanical test, and the Covered Items are in proper working order on the Coverage Period Start Date."
The customer appealed the determination and was advised that the determination stands as the reported failures take time to occur and could not have occurred within three (3) days as the policy term started on October 16, 2022.
The customer processed a cancellation of the policy and received a refund of $545.83 according to the policy terms and conditions. Please refer to the Cancellation clause of the policy which states, "If You cancel this Contract within the first 30 days of the Coverage Period and a claim has been made or 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."
With respect to the customer's request for a refund of the service call fee, please refer to section 3 under **************** which states, "You must pay the Trade Call Fee for each Service Request in advance of any Services being scheduled. The Trade Call Fee applies to each Service Request dispatched and scheduled, including but not limited to those Service
Requests wherein coverage is deemed excluded or denied under Your Contract." As such, the customer is not due a reimbursement for the service call fee accordingly.
Nevertheless, as a goodwill gesture, HWA is pleased to offer the customer a full refund of the paid policy premium. As the customer has already received a partial refund, the customer is due a total of $104.17. Upon acceptance, HWA will issue a refund within 30 days.
While we regret to hear of the customer's frustrations, *** has abided by the terms of the policy and requests this matter be closed.
Sincerely,
The HWA Team

Customer Answer
Date: 10/26/2022

Complaint: 18295960

I am rejecting this response because: the bank account on file will be closed by the end of this week. If refund can not be made by the end of the week, other refund means will need to occur.

Also, the whole purpose of getting this policy was to cover unforeseen issues that *** have not been seen on the home inspection. I have since had someone come out to my house and tell me that the water heater is not leaking as the prior plumber stated. I am more than willing to have them send a different plumber out at no cost to me to see that there isn't a water leak and that the issue is with gas per determined by ************ my gas company.

Please advise if *** will have refund cleared through my bank by Friday 10/28. If not, how will they refund the money.

Regards,

*****************************
Business Response
Date: 10/26/2022
Dear **********************:
*** is sorry to hear of the customer's continued frustrations.
HWA will issue a check to the customer is lieu of the issuing the refund to the customer's card on file.
HWA stands on the claim determination that the failure was pre-existing and therefore the claim will remain as non-covered.
Please refer to Resolution of Disputes should the customer wish to pursue their complaint further.
HWA requests this matter be closed as we have gone outside of policy requirements in order to resolve this matter.
Sincerely,
The HWA Team
Customer Answer
Date: 10/26/2022
[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:10/21/2022
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 have filed a claim for AC/Heat unit not working 8/9/2022 with HWA, my warranty company. The issue still is not fixed, over 10 weeks later. I have taken numerous days off work for contractors to come (4 out of 6 were no call no show appts). I have paid my $100 deductible in August with the first contractor. My electric bill will possibly be higher due to using space heaters to try to warm my house up. I keep calling HWA a few days a week to get this resolved. It is unsafe to live in a house like this. I don't know if that is the location for HWA. The phone number I use is ************. My claim number is *******.
Business Response
Date: 10/21/2022
Dear **********************:
Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding the air conditioner claim (claim no. 4426830).
Our most recent records indicate that the claim is pending reassignment as the claim was approved, however the technician has failed to complete the authorized repairs.
Please refer to section 1 under the Limits of Liability of the *** User Agreement 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."
As a goodwill gesture, and in lieu of awaiting vendor reassignment, *** is pleased to offer the customer ***'s authorized cost of repair in the amount of $745 to apply towards the cost of repair using a technician of their choosing. Should the customer wish to accept, please contact ************ at *******************************************.
Sincerely,
The *** Team
Customer Answer
Date: 10/21/2022
[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,

***************
Customer Answer
Date: 10/27/2022

Complaint: 18294446

I am rejecting this response because:I need to add information to this complaint I filed last Friday. *** gave me the impression I would get a check ASAP (Friday/Monday). I have contacted them and it won't be cut until sometime next week, if it is done processing by then/getting approvals. Can you re-open the claim, so I can add this information? Thank you for your help.

Regards,

***************
Business Response
Date: 10/27/2022
Dear **********************:
*** is sorry to hear of the customer's continued frustrations.
HWA allows for up to 30 days for payment processing.
At this time, the check is still processing, however our records indicate that the check should be issued next week.
HWA requests this matter be closed accordingly.
Sincerely,
The HWA Team
Customer Answer
Date: 11/02/2022

Complaint: 18294446

I am rejecting this response because:*************** to the add-on to my complaint to HWA. I do not want to accept or reject their response. They are acting like it is a normal reimbursement. This was a special circumstance that should have been rushed. I will not accept until I get a check date and date check is mailed. Thank you for your help. You can relay this information to HWA.

Regards,

***************
Initial Complaint
Date:10/21/2022
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 continue to get at least one phone call per week from various numbers across the US from their company asking me to sign back up for service that I cancelled. I also see no less than two emails per week after I have sent unsubscribe requests after each email. I want all communication to stop as I have repeatedly requested.
Business Response
Date: 10/21/2022
Dear **********************:
We have sent an expedited request to our ******************** to place the customer's information on our do not call/do not email list.
Please allow up to 30 business days for the information to process.
If the customer continues to receive solicitations, please forward the phone number and/or forward the email that they received to ******************************************** subject line Continued Solicitation BBB Complaint ID ********, so we may revisit the issue.
Thank you,
The HWA Team
Customer Answer
Date: 10/21/2022
[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.

Please note, for the record, that I have been requesting removal from this marketing campaign both verbally and by utilizing the unsubscribe feature on the unsolicited emails for more than 90 days and still receive these unwanted notifications. If after 30 calendar days I still receive messages, I will follow up with a secondary complaint. As long as I am removed from all marketing including texts, phone calls, and mail, I will consider this resolved.

Regards,

***********************
Initial Complaint
Date:10/20/2022
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.
10/18/2022 our dishwasher stopped working they sent a repair person he found the problem and informed us the part is back ordered and it will take a long time to get the part if we are lucky. I call home warranty of america asking to talk to a supervisor and they told me they will call within 24 hours. after waiting over 24 hours i called back and they told me I can't talk to a supervisor and hung up on me. they hung up on me 3 times when asking for a supervisor. I them called sales and was connected to a resolution supervisor, told him what is going on he then called the repair tech and found out there is no estimate on when the part will arrive. He agreed to have the unit replaced.and I will get an email the same day to start the replacement. I called back today because never got the email. again I asked for the supervisor and they told me can't talk to them. then they told me the machine will be repaired not replaced and it didn't matter how long it takes for the part. I asked for corporate phone number and they said there is no corporate phone number. I am having them reassign this to a new repair company but i think what will happen they will tell me to bent over and no Vaseline. What can I do about this
Business Response
Date: 10/21/2022
Dear **********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 5638443).
On October 13, 2022, the customer placed a claim for the dishwasher stating that it is not draining. *** dispatched The ************************ to submit the diagnosis. Upon inspection, CHW approved replacement of the control board.
On October 19, 2022, the technician provided an update stating that the control board is on back order with no estimated time of arrival.
Please refer to section 1 under the Limits of Liability which states, "We are not liable for...delays in completing diagnosis or repairs.
Nevertheless, as a goodwill gesture, *** is pleased to offer the customer a buyout offer in the amount of $500 in lieu of repair or replacement.
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."
Should the customer wish to accept, please contact ************ at ******************************************** Upon acceptance, a check will be issued to the customer within 30 days.
While we regret to hear of the customer's frustrations, *** has abided by the terms of the policy and requests this matter be closed.
Sincerely,
The HWA Team
Customer Answer
Date: 10/21/2022
[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:10/19/2022
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.
1st call on an issue with my air conditioner froze up. They sent a technician out who said it just needed to be cleaned.. I was good with that and used the air. About 2 myhs later the air froze again so 2nd call to report. The finally found a company to come and he said the coil was bad and wasn't obsorbing hear. He sent his report. Upon receipt of report the company asked for a home inspection which is not required when purchasing warranty as I wouldn't have gotten if this was the case. We bought our home almost 6 yrs ago. We have had no problems until this. They then sent me an email asking for home inspection. I answered there wasn't one. They denied the claim due to this. I assume this problem started when the unit froze up had had no problems prior to this. They denied the claim based on this. If this had been a problem prior I could understand. They denied on the very basis they say you don't need. I asked to speak with someone above the case manager they informed me there is no one above them and refused any information to discuss this with any person other than this case manager. They call themselves home warranty but informed me they are not a warranty company. I am including the emails with my name and address edited out I can email the unedited if needed. They are committing fraud on thier consumer especially when it's an elderly couple living on disability who purchased this due to our inability to work on things ourselves and limited funds. This needs to be stopped. They should not be able to take people's money under false pretenses.
Business Response
Date: 10/20/2022
Dear **********************:

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

On September 25, 2022, the customer placed a claim for the air conditioner stating that it is freezing up. *** dispatched ****** & Sons Heating Cooling to submit the diagnosis. Upon inspection, the technician reported that the evaporator coil requires replacement.

*** issued the claim determination stating, "It has been determined that the unit is running at 197/64, 18 degrees subcool, 0 degrees superheat with a coil temperature of 36 degrees. Coil can no longer absorb heat and is icing up. Based on information obtained, this unit has not entered the policy in proper working order and is not working properly due to pre-existing conditions. Please submit proof of current repairs being completed for future coverage to *******************************."
Nevertheless, *** has reviewed the details and findings from the technician and is pleased to have approved replacement of the evaporator coil. At this time, the customer should await approval details as there may be non-covered costs associated with replacement due to upgrades or modifications necessitated by replacement.
HWA requests this matter be closed.
Sincerely,
The HWA Team
Customer Answer
Date: 10/23/2022
[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:10/19/2022
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.
Good morning. I filed a claim with my home owners warranty company HWA during the beginning of June 5th, 2022 regarding a plumbing issue and I've been getting the run around ever since. I complained that there was a loud squealing sound whenever the water was turned on (faucets, showers, dishwasher and toilets) which has been worsening over time. My claim was reassigned to different companies multiple times and there has been no resolve with any of them. I reached out repeatedly for an update after no communication from them regarding a follow through. After getting no follow up I reached out once again in October for an update and was told that my claim expired and was told that I had to submit a new claim. I filed a new claim and was told that I had to pay another deductible. I expressed that I shouldn't have to pay another deductible because they never resolved my issue after repeated attempts of me reaching out. I went ahead and paid the deductible as required against my wishes. The technician came out, looked at the issue and gave his diagnosis in which he said that the dual check valve needed to be replaced which he wrote up on his invoice. He relayed his diagnosis to HWA and the next thing I receive is an email claiming the technician found no mechanical failures and stated that no work needed to be done. I reached out to the technician to confirm the diagnosis he gave *** and he stated he gave the exact same diagnosis as written on his invoice and not what they claimed. I called *** and repeatedly asked to speak to a supervisor and was pretty much denied and was only allowed access to the person I was speaking to. This was the 2nd technician to give this diagnosis. With the 1st technician *** lied saying the company didn't want to do the work. When I spoke with the company, they told me *** told they told them they were denying the claim. *** took my money knowing they were going to deny my claim. I only want my issue fixed or my money refunded.
Business Response
Date: 10/20/2022
Dear **********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 5563854).
On October 9, 2022, the customer placed a claim for the plumbing system stating that there is a noise. *** dispatched USA Plumbing & Sewer to submit the diagnosis. Upon inspection, the technician reported a noise while water is running and indicated that the system requires a dual check valve replacement.
HWA issued the claim determination stating, "We have received the diagnosis for the recent claim you have submitted. The assigned technician has found that the system has no mechanical failures and has advised there are no repairs needed or recommended at this time. Thank you for being a valued customer of ********************."
Nevertheless, *** has approved the technician to replace the dual check valve. As a goodwill gesture, *** has also issued a check to the customer in the amount of $75 as reimbursement for the service call fee paid to the technician for the initial claim placed for the plumbing system (claim no. 2963788).
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: 10/20/2022
[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. If understand correctly according to the response *** is willing to have repairs made and refund initial deductible of $75.00 then this is sufficient.

Regards,

********************************
Initial Complaint
Date:10/19/2022
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.
The dispute has been with my central air unit as well as my heating unit. For the last two years repairs have been made to both units with no permanent resolution. I am appalled of this company and the way they are handling this claim. the last service guy submitted his dx and they stated they are not fixing the problem because of the last tech error. the last tech was their technician. i need help with a resolution to this comapny
Business Response
Date: 10/20/2022
Dear **********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 5651700).
On October 14, 2022, the customer placed a claim for the heating system stating that the furnace will not come on. *** dispatched ***************** to submit the diagnosis. Upon inspection, the technician reported that there is no reversing valve on the unit.
*** issued the claim determination stating, "It has been determined that the heat pump is not working due to improper prior repairs. The reversing valve has been removed from the condenser. This issue is not the result of normal wear and tear."
The customer appealed the determination, and the Case Manager offered the customer $50.00 towards the cost of repair as a goodwill gesture, which was declined by the customer.
On October 20, 2022, an HWA Consumer Advocate contacted the customer to further discuss the claim and offered to reassign the claim to a new technician in order to get a second opinion, as the customer indicated that the technician was unable to confirm the findings. The customer agreed and HWA waived the service call fee.
HWA will issue the updated claim determination upon receipt of the technician's findings.
Sincerely,
The HWA Team
Initial Complaint
Date:10/19/2022
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 husband *********************** and I have had this warranty over 1yr our washing machine went out I had a service call they said they needed to replace a part once that part was put on it still didn't work more than 7 different technicians came out over the course of a month each saying it needed a different part it wasn't until I informed the company that I was gonna call the ** station that they finally agreed to replace the washer but the replacement amount does not even cover the full cost of getting a new washer that has the features of my current washer which Is what is stated in the contract nor does it cover the cost of the cheapest washer at lowes that I have to purchase the washer from per the company's request then at that I have to wait another 30 days to get the funds which in turn have to be a gift card. I am so upset and outraged with this company it crazy that I have to wait this long to replace the washer after already waiting a month to find out it can't be fixed and on top of that per the Manger that is helping me I can't cancel the warranty bc they don't pay claims on unactive accounts so I have to still pay them and use my gas and money to go to a laundry mat this is ridiculous and once I get my replacement washer I will most definitely be canceling this warranty and leaving a review where ever I can.
Business Response
Date: 10/20/2022
Dear **********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the washer claim (claim no. 5102091).
On September 12, 2022, the customer placed a claim for the washer stating that the drum is not spinning. *** dispatched ********************** to submit the diagnosis. Upon inspection, HWA approved replacement with a buyout offer of $343.00.
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 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."
The customer appealed the buyout offer stating that the amount does not cover the cost of replacement. The Case Manager reviewed the specifications of the washer and offered the customer a buyout offer increase from $343 to $476, which was accepted by the customer.
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: 10/21/2022

Complaint: 18245195

I am rejecting this response because:
The resolution is acceptable but the time manner is not. Had the situation been handled appropriately the first time I would have a replacement washer at this time. I waited a month to finally get an ok that they were going to replace the washer and to finally get to that point I had to inform them that I was going to contact corporate which no one has returned my call yet as well as contacting BBB and WRAL which I still intend to do if I can't get any updated results after the BBB has reached out to them. My resolution is simple I would like to go ahead and receive the refund that we agreed to ASAP and not have to wait another month. This is very inconvenient for my family and I. When my monthly payments are due they waste no time to withdraw the money from my account I just want the same prompt timing to get this resolved. I feel I have been patient enough for the first month of going in a circle that they put me through.

Regards,

***********************
Business Response
Date: 10/21/2022
Dear **********************:
*** is sorry to hear of the customer's continued frustrations.
In lieu of the ****** eGift card, *** has issued a check to the customer in the amount $476.00, which will be processed on or about Tuesday, October 25, 2022, and therefore the customer will have the check within **** business days of issuance.
*** requests this matter be closed.
Sincerely,
The HWA Team

Customer Answer
Date: 10/21/2022
[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:10/19/2022
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.
This is a follow up complaint that I filed with the BBB last month. The company offered to increase the buy out of my dishwasher from $243 dollars to $500 dollars based off a "One Time Offer of Good Faith" as of the writting of this complaint I still have not received the funds to replace my dishwasher. I don't believe the company is operating in good faith. I spoke with ****************** on the 11th of Oct, 4 days after leaving a msg. on her VM. to follow up on this claim.****************** told me that funds were still processing claiming it had only been 15 days by her count and I needed to wait 20 days to expect delivery of funds via a lowes gift card. She had documented that the request for funds were sent on the 26th of Sept. The date I have is a week earlier on the 2Oth Today is the 19th of Oct and still no funds. using ******************** count today is day 23/ day ***************************************** e-mail. I logged into there chat to see a post dated 10/17 that I will receive my gift card via email within 24 hrs posted a 5:32pm - that 24 hrs expired 5:32pm yesterday. Where are the funds? I am exerting that Home Warrant of America and Choice Home Warranty are intentional holding up and slow paying the promised funds. this believe is on my prior complaint to the BBB and my desire to cancel service, which I was told multiple times that I could not do until the claim was finished. I am on a monthly contract with the company and they **** out the request to may sure they received payment for October coverage. Just shady operations.
Business Response
Date: 10/20/2022
Dear **********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 4632132).
Our records indicate that the customer accepted the increased buyout offer of $500 on September 22, 2022, in resolution of the claim. The ****** eGift card processed accordingly, which at times can take up to 30 days to process.
On October 17, 2022, the customer received correspondence from HWA advising, "Your Lowes eGift Card is on its way. You will receive an e-mail from *************************** in the next 24 hours with instructions on how to claim your Lowes eGift Card."
On October 19, 2022, the customer contacted HWA stating that they have not received an email enclosing the eGift card. As such, an HWA representative confirmed the customer's email address and tasked our billing department in order to reissue the eGift card and advised the customer to allow ***** hours to receive same.
On October 20, 2022, an HWA Consumer Advocate contacted the customer and confirmed the ****** eGift card was received.
HWA requests this matter be closed.
Sincerely,
The HWA Team
Customer Answer
Date: 10/20/2022

Complaint: 18244816

I am rejecting this response because:
Please refer to the earlier BBB Complaint filed by me in Sept. This was the second complaint on this business for the same reason from me. The business in their contract offers a replacement item in lieu of repairs (with some disclaimers) then offers a low ball settlement. That settlement is disputed by the customer to the company. The company stands by their low ball offer. It was only after reaching out to the BBB that the company offer to double their offer in an effort to "show good faith". At no time has HWA or Choice Home Warranty once acting in good faith in regards to my repairs/replacement.
1. low ball offer on the Stove cook top, disputed with the company and they raised after confirming features, offer is still below replace cost of the cheapest model available.
2. shoddy repair work on the toilet disputed the repair, *** claimed the repair person returned to inspect the work never happened. the repair person never tighten anything as claimed.
3. the dishwasher replacement low ball offer of $243.00 to replace lowest price dishwasher at the time was $450. disputed with the company and they continued to stick to their original offer. It was only after I involved the BBB did the company raise the offer which was accepted. After Accepting the offer the company slow rolled the replacement gift card. Was even told by employee ***** that the payment was delayed because I made a claim against them with the BBB and it slowed the process. Basically punishing me for what I felt was the right thing to do. A gift card was issued after the day asked to expect the card. I never received the card and only after several phone calls, e-mails and this complaint to the BBB did the company re-issue the gift card. Because the company was slow in issuing the gift card it caused me to be billed an additional month. We asked about cancelling service I was told that I could not do that because it would cancel the replacement. The company has profited from the delay.

I would like to be refunded the past two months of service and be reimbursed for the $100 service fee on the toilet

Regards,

*********************
Business Response
Date: 10/20/2022
Dear **********************:
*** is sorry to hear of the customers continued frustrations.
The customer submitted the complaint with respect to the not receiving the Lowes eGift card for the dishwasher claim.
Our response indicated that an HWA Consumer Advocate confirmed with the customer that they received the Lowes eGift card, which resolved the customers claim/complaint, however the customer has now rejected the response indicating his dissatisfaction with previous claims that were resolved under separate BBB Complaints.
With respect to the oven claim, the customer has accepted the increased offer of $595, which was resolved and closed under BBB Complaint ID ********. No additional monies will be offered.
With respect to the plumbing system claim, *** issued the response offering the customer the option of getting second opinion in order to evaluate for further claim evaluation. To date, the customer has not rejected the response nor forwarded findings from their technician. This response was issued under BBB Complaint ID ********, which was marked as resolved and closed accordingly.
Please refer to Resolution of Disputes should the customer wish to pursue their complaint as there is nothing more that can be offered.
HWA has gone outside of policy requirements and requests this matter be closed.
Sincerely,
The HWA Team
Customer Answer
Date: 10/20/2022

Complaint: 18244816

I am rejecting this response because:

Thank you I am disappointed that the company has refused to refund money for extended months of service. I will continue to purse resolution thru other means

Regards,

*********************
Initial Complaint
Date:10/18/2022
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.
The job/repairs was done in Aug and Sept 2022 The ** unit stopped functioning.They assigned a technician who on first visit said the circuit board has to be replaced. AFter he got the circuit board, he said the condenser is broke. The technician submitted an additional expense of **** dollars which was not covered by ***. The work that the technician did is mis stated as a modification. All that was done is disconnect the pipes from older system and then connect them to the new one. This of course is min required to make the system work. How can this be treated as a modification? I understand part of it was to replace a switch, which was needed since the new condenser requires a higher rating switch.I think it is very unfair to treat a must do work or a min required work as a modification. Here is the wording in my contract:"Air Conditioning/Cooling System (residential, 5-ton capacity or less)? All components and parts of ducted electric central air conditioning and ducted electric wall air conditioning ? For units below SEER and/or R-22 equipment and when We are unable to facilitate repair/replacement or failed items at the current SEER rating or with R-22 equipment, repair/replacement will be performed with SEER/R410A equipment and/or 7.7 HSPF or higher compliant and plenum, indoor electrical and duct connections and air handling transition when requiring SEER or R-410A compatibility changes NOT COVERED: gas-fueled systems, condenser casings, registers and grills, filters, electric air cleaners, window and/or non-ducted wall units, water towers, humidifiers, improperly sized units, chillers and components, all exterior condensing, cooling and pump pads, roof mounts, jacks, stands or supports, condensate pumps, outside or underground piping and components for geothermal and/or water source heat pumps, electronic, ********** Systems, mismatched condensing unit and evaporative coil per manufacturer specifications, improper use of metering devices "
Business Response
Date: 10/20/2022
Dear ********************:
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioner claim (claim no. 4545003).
On August 15, 2022, the customer placed a claim for the air conditioner stating that it is not coming on. *** dispatched ******************************** to submit the diagnosis. Upon inspection, the technician reported that the control board required replacement. *** approved repair however, upon repair completion, the technician reported that the compressor is not responding and requires replacement.
On September 2, 2022, HWA approved replacement of the coil and condenser and advised the customer on non-covered charges in the amount of $1,900 for the cost of modifications necessitated by replacement, which included ductwork and disconnect box modifications. The customer accepted the non-covered charges, and the equipment order was placed accordingly.
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, state, or local governments."
Our records indicate that the customer paid the technician $1,900 for the non-covered charges, and the technician has since installed the replacement equipment which was performed on or about September 20, 2022.
On October 17, 2022, the customer contacted HWA requesting reimbursement of the non-covered charges and was advised that per policy terms, modifications are not covered and therefore the customer is not entitled to a refund.
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

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