Complaints

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

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  Home Warranty of America

  2147 State Route 27 Fl 4 Ste 400 Edison, NJ 08817-3365

• 

  Home Warranty of America

  90 Washington Valley Rd Bedminster, NJ 07921-2118

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/18/2024

  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.

  On 12/5/24, i submitted a claim to *** for a leaky kitchen faucet. *** "claims" on their agmt and site that a response will typically be received in as little as 4 hours and no later than 48 hours. I received a claim update on 12/6 that they had not yet found a plumber and was provided with details re: the Reimbursement Process. On 12/17, I contacted ***'s customer service and they escalated the issue and began to call plumbers and received a scheduled appt date of 12/11/24 with Pipe Dreams of Raleigh. I contacted the plumber directly to confirm the appt bet 11 am to 3 pm and discuss any additional items. I confirmed the appt with the Plumber and sent pictures on 12/10. He arrived close to 5 pm on 12/11 and received approval to complete the repair from ***. We were told that we would hear back from him with the parts in the next couple of days. I sent the plumber a text and called on 12/13 to get a status on the parts and when the job would be completed. I did not receive a response. I reached out to *** online on 12/14 to inform them that I had not received a response from the plumber. *** contacted the plumber for a status update. On 12/17, I called HWA to inform them I had still not heard from the plumber. They stated that it was required that a 2nd request for status update be made to the plumber before they could reassign. I expressed my frustration, requested to speak with a supervisor and was told there were none available and this was the policy. No response received from plumber on 12/18. I sent email to informing ***. They have now reassigned the job. From 12/5 to present, I have not been able to use my kitchen sink. My issue with HWA is that they are misrepresenting the timelines and the value of a warranty. The company is to assist homeowners with quality service providers and timely repairs. 2 weeks waiting for a repair is unreasonable and unethical given the benefits they espouse to on their site and in their agreement.

  Business Response

  Date: 12/19/2024

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 16726760). 

  Our records indicate that the customer placed their claim for service on December 5, 2024.  HWA dispatched Pipe Dreams of Raleigh who reported failure to the faucet O-rings, which was approved for replacement.  However, after providing the technician with authorization, they failed to return to the customer's home for repair completion. 

  Per section G(14) of the User Agreement, "You agree that We are not liable for the negligence or other conduct of the Service Provider..." 

  Per section G(15) of the User Agreement, "We are not liable for: any failure to obtain timely service or delays in obtaining parts, equipment, or for delays due to conditions beyond Our control, including, but not limited to, labor difficulties..." 

  Our most recent records indicate that the claim is currently pending reassignment with the dispatch department.  

  Nonetheless, in goodwill and in lieu of awaiting dispatch, *** is pleased to offer the customer reimbursement up to $220.45 with a paid invoice, which represents ***'s authorized cost of repair in the amount of $120.45, in addition to reimbursement of the service fee in the amount of $100, should they wish to move forward with having the repair completed by their own technician.  

  The customer may confirm their acceptance by emailing ******************************************** All payments are subject to 30 days processing. 

  Thank you,

  **** *.
  Consumer Advocate 

• Initial Complaint

  Date:12/15/2024

  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 purchased my house in august of 2024. The homeowner had purchased the warranty on the home prior to my purchase of the house. When we moved in, within a few days , I noticed that the ac was not working properly. It was ***** degrees outside and was not cooling the house. I took that as possible from moving and having doors open. It did not improve, so I made a claim. It was denied and I had to pay for the company to do a repair. The ac worked for approximately a week and then did not work so I made another claim. They sent someone out again. They said there was a leak and now they wont repair that either. Because it was a pre-existing condition. So again, after paying the warranty companys required $100 service call fee for both assessments, I had to pay for the repair of my ac. The leak that was supposedly pre-existing, was not proven to be pre-existing. I read through what was not covered and this specific leak was not listed. Second claim was for a microwave. The day before thanksgiving, mine goes out. I made a claim. I am unable to purchase one and be reimbursed until the claim has been out for 48 hours without someone being assigned to the claim. Someone was assigned to assess the microwave two weeks later. Two weeks. So that day comes. And the person assigned does not show up. I call the warranty company and they call the person assigned. He tells them he can still come that day, so they inform me. The person assigned calls me directly and says he needs to reschedule. Schedule for Sunday. Sunday comes. He does not show up again. Call the company and request that they reassign this. She said let me call him. So she calls him and he says he will come between now and three. Originally I was told 10 am. Now I have to wait an additional 4 hours? Instead of canceling the one that was assigned , she took it upon herself to allow the company that has not shown up twice to be given another chance to not show up.

  Business Response

  Date: 12/19/2024

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner and microwave claims (no.: ********; ********; 16595708)
  
  On August 5, 2024, the customer placed a claim (no.: **************** the air conditioner was not cooling the home and there was a leak on the basement floor. *** dispatched the claim to our vendor network scheduled an appointment with Bliss Heating and Cooling for 8/13/24. Based on the diagnosis received *** requested a copy of the customers Home Inspection Report. However,the customer was unable to unable to submit a copy of such.
  
  Based on the diagnosis received it was determined that the air conditioner had a damaged sealed system that was leaking refrigerant. Under normal wear and tear conditions this failure would take time to occur and could not have developed within the commencement of the policy. Please refer to section C(2) of the Service Contract, Except as specifically described for Home Buyers coverage, must be in proper working order on the effective date of this home warranty Agreement.
  
  On 8/21/24, a claim determination letter was sent to the customer with the option to appeal. However, no appeal was made. As a result, the claim was closed.
  
  On September 12, 2024, the customer placed claim (no.: **************** the air conditioner was not working. *** dispatched the claim to our vendor network scheduled an appointment with ***** ************* for 9/19/24. However,the customer requested we reassign the claim to ************* and Cooling. Please refer to section B(6) of the Service Contract, We have the sole right to select the Service Provider. Although *** honored her request and reassigned the claim to Bliss Heating and Air Cooling for 9/16/24.
  
  Based on the diagnosis received, HWA requested proof of repairs for the previous claim. Upon receipt of such, the unit was recharged, and leak seal was added. Therefore, it was determined that the unit was recharged without locating the leak location and the refrigerant leaked back out with the location pinpointed at the evaporator coil. This is the same pre-existing issue and is not covered in the Service Contract. Upon speaking with her Case Manager a goodwill gesture was offered in the amount of $100.00 but she declined.
  
  Microwave (no.: 16595708)
  Our most recent records indicate that as of today (12/19), the customer spoke with a Case Manager wherein she was offered replacement in the amount of $191.00. The customer accepted. Funds will be mailed in the form of a check and are subject to 30 days processing.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.
  

  Customer Answer

  Date: 12/19/2024

  
  Complaint: 22689959
  
  I am rejecting this response because:
  The repairs that were made on the air conditioner were the ones that were recommended by the company that THEY sent out and diagnosed the issue. I paid the 100$ service fee, plus 450$ for the first repair. Another 100$ for the second consultation. Then 1500$ for the second repair thay they refused to repair because it was pre-existing. They were unable to prove that it was pre-existing as it was functional and not leaking during showings and walk through prior to purchase of the house. I didnt give them a copy of an inspection as one was not done on the house  I was extremely angry with the company when they offered me 100$,

  so yes I did refuse to take their money at that time  my bill was over a thousand dollars so it was a slap in the face  I will drop the complaint on the microwave at this time  I feel like the amount they are giving is on the lower end but I did accept

  it  

  
  
  Regards,
  
  **** *****

  Business Response

  Date: 12/20/2024

  ********* *.,
  
  We apologize that the customer is still dissatisfied.However, the customer stated the following: I didnt give them a copy of an inspection as one was not done on the house. Therefore, this would confirm that the customer would not be aware of any pre-existing issues with the home as she did not have it inspected prior to purchase. Therefore, based on our technicians findings, the claim determination will stand as the unit did not enter the policy in proper working order and failed as a result of pre-existing conditions.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.
  

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim for my heat not working on 12/3. A technician was assigned and came out on 12/5. He said that he needed to order a part and would be in contact on 12/9. On the afternoon of 12/9 after no contact from the tech, I called him and he said that he would be out between 7-11am on 12/10. No show from tech and no contact. We called him the morning of 12/11 and he said he would be in contact by 3pm. Didn't hear from him. Called tech and he said he would be out around 5pm. No show. Called him again and he said he would be out by 7. No show. Called him again and he was actually on the way. He arrived at 8:30pm. He tried replacing the part he thought was the problem and it was not the issue. He made some attempted repairs and drained some water from the unit but left saying he had to get another part and would be in contact the next day. I then noticed there was now a pipe attached to the heater that is actively leaking water onto my floor that was not leaking before. Called tech morning of 12/12 to inform him there is now a leak. He came out 12/12 and said he had fixed the leak but still needed another part. The pipe is still actively leaking and I still have no heat. I have contacted the warranty multiple times throughout this process about the tech not showing up and now about the leak he caused and the original claim issue not being resolved. The tech did not answer the company's call and now the company is refusing to send another tech out or to allow for reimbursement until they are able to speak to the tech. I have already paid the $100 service fee for the repairs to be completed along with a monthly subscription fee. I have no heat. Additional damage was caused. This is not acceptable. I need to be reimbursed the $100 fee along with the cost of the repairs to fix the pipe their technician damaged. Ideally I should also be reimbursed for the actual cost of the repairs since their tech was unable to fix my heat and caused for need of additional repairs.

  Business Response

  Date: 12/13/2024

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 16677272).
  
  On December 3, 2024, the customer placed a claim stating the heat was running but was not responding to the thermostat as there was a twenty-degree difference from where it was set. *** dispatched the claim to our vendor network and scheduled an appointment with ************************** for 12/13/24. Although the customer scheduled a sooner appointment.
  
  Based on the diagnosis received, *** authorized the technician to replace the gas valve, burner assembly and transformer relay. On 12/10/24, the customer stated that the technician had not shown for the repair appointment. *** advised the customer that our system was showing a repair appointment for 12/21/24.
  
  Although on 12/11/24, the customer informed *** that she spoke with the technician who stated he would report to the home that day at 3:00PM. Please be advised that there was no record of the appointment being rescheduled nor did the technician advise *** of such.
  
  On 12/12/24, the customer confirmed that the technician reported to the home and completed repairs. However, she stated that he broke something and caused a leak.
  
  Please refer to section Limits of Liability (15) of the Service Contract, Authorized Repair Technician. You understand and agree that We are not a contractor. We will not be the Authorized Repair Technician and We will not perform the Services under this Contract. We engage third-party,independent contractors to service homes under the Contract. We will subcontract with Authorized Repair Technicians that meet Our standards. You understand and agree that We: (i) are not liable for the negligence, omissions,or other conduct of the Authorized Repair Technician; and (ii) are not an insurer of the Authorized Repair Technicians performance.
  
  In regard to the customers request for a refund of repairs,we are unable to honor such as *** covered these repairs to the technician per the warranty agreement. As for the request to be refunded the service call fee,please refer to section **************** (3) of the Service Contract, 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.
  
  *** has reached out to our technician regarding the leak and are pending a response at this time.
  
  Thank you,
  ******** *.

  Customer Answer

  Date: 12/13/2024

  
  Complaint: 22680221
  
  I am rejecting this response because:
  The repairs still have not been completed. Having to wait 2 weeks for an appointment when you have no heat during winter is not an acceptable business practice. There is an available part in the local warehouse that can be picked up today but instead the technician is having to order a part per the warranty instead of using the available one before being able to complete the repairs. 
  
  
  Regards,
  
  ******* *******

  Business Response

  Date: 12/16/2024

  ********* *.,
  
  As of 12/15/24, ************************** reported that the parts were ordered and repairs were completed.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *. 

  Customer Answer

  Date: 12/17/2024

  
  Complaint: 22680221
  
  I am rejecting this response because:
  
  That is incorrect. The work was not completed by the technician assigned to the claim. He broke a piece on the furnace, caused and left a leaking pipe, and the heat was not working when he left. 
  
  Regards,
  
  ******* *******

  Business Response

  Date: 12/20/2024

  ********* *.,
  
  Since the customer stated no repairs were completed, *** reached back out to the technician to confirm which parts were installed. On 12/19/24, PMG ****************** reported that he installed the transformer and relay. However, he also stated that he was still awaiting delivery of the gas valve. Per section Limits of Liability (1) of the Service Contract, 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.
  
  Although the technician confirmed the customer used a company outside of the ********************** to replace the gas valve. Please refer to section **************** (2), We will not reimburse for any services performed without Our prior approval. Furthermore, the customer is now stating our technician caused additional failures but another technician also worked on the unit.
  
  Please also be advised that since the customer used a technician outside of the **********************, any additional failures would not be covered. Please refer to Section Definitions (9), Covered Items means systems and components as specifically described herein as Included under ************ Plan and that become inoperative due to unknown mechanical or electrical failures or normal wear and tear, including breakdowns due to insufficient maintenance. As a result, the claim has been closed.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *. 

  Customer Answer

  Date: 12/20/2024

  
  Complaint: 22680221
  
  I am rejecting this response because:
  
  I reported the additional issues your technician caused after they occurred, which was prior to any other technician looking at the unit. After your technician was at my house and was unable to resolve the leak that he caused he left and said the gas valve needed to be ordered, which was going to be abother 4 days. I then had another technician come out to replace the gas valve the same day and fix the leak your technician caused. I had an active leak on my floor that could have caused flooring damage and had been without heat for over a week so waiting another 4 days for your technician was not acceptable. When that technician came out, I was informed by them that while your technician attempted to replace the thermal couple the connection point had been damaged so the new technician had to replace that as well. So either you or your technician should be responsible for the cost of the repairs for the additional damage caused.
  
  Regards,
  
  ******* *******

  Business Response

  Date: 12/23/2024

  ********* *.,
  
  This is an approved claim wherein our technician replaced (2)out of (3) of the parts we approved which were the relay and transformer. The gas valve was still pending delivery. However, the customer used her own technician to replace the gas valve which *** did not approve. Furthermore, the customer voided the ********************** for any additional failures when she used an outside Service Provider to replace the gas valve.
  
  In regard to damages, please refer to section Limits of Liability (8) of the Service Contract, Loss of Use Damages: 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.
  
  There is no further action that *** can take at this time. We have complied in full with the terms and conditions of our contract. The customer refuses to do the same. Since the customer wishes to escalate this dispute, she needs to follow the procedure for Resolution of Disputes outlined in her contract.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.

• Initial Complaint

  Date:12/10/2024

  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 am filing a complaint against Home Warranty of America regarding an unsatisfactory service experience and a lack of accountability related to a claim I submitted for a pool leak.On December 5, I filed a claim with Home Warranty of America for a leak in my pool. The company dispatched a technician to my property on December 9. The technician confirmed the presence of the leak within 10 minutes of inspection. Despite the quick assessment, I was charged an $85 service claim fee for this visit.Following the technician's visit, I received a request for an appointment to work with a case manager. However, during my interaction with the case manager, it became evident that they had not conducted any research regarding my claim. Ultimately, the case manager informed me that the warranty does not cover pool ******** light of this information, I attempted to resolve the matter directly with the case manager by requesting a reimbursement for the service call fee. I argued that the company should not have charged me for a service call related to a repair that they already knew was not covered under my warranty. Unfortunately, the agent was argumentative and did not provide a satisfactory resolution.I believe it is unfair to be charged for a service call when the company was aware that the issue was not covered by my warranty. I am seeking assistance from the Better Business Bureau to address this matter and to request a reimbursement for the $85 service claim fee.Thank you for your attention to this matter.Sincerely, ******* ******* ************

  Business Response

  Date: 12/10/2024

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their pool spa claim (no.: 16719101).
  
  On December 5, 2024, the customer placed a claim stating the pool was leaking. As the claim was placed via the customer portal, the claim was automatically dispatched to our vendor network and *** scheduled an appointment with ****************** for 12/9/24.
  
  As of today (12/10), a Case Manager contacted the customer to inform her that the claim was not covered as the Service Contract does not cover pool leaks or underground equipment. Coverage is for above ground accessible equipment. Per the Service Contract Section E(1), Covered - Above ground components and parts of the heating, pumping, and filtration system including pool sweep motor and pump, pump motor, blower motor and timer, plumbing pipes and wiring, plumbing, and electrical.
  
  The customer then requested a refund of her service call fee,but was informed we could not honor her request. Please refer to section B(4)of the Service Contract, You will pay a Service Fee for each ******************** request You submit to Us.
  
  Nevertheless, *** would like to offer the customer one complimentary service call fee towards her policy to use towards a future claim.Should the customer choose to accept as resolution to her complaint please have the customer email *********************************************************************************.
  
  HWA requests this matter be closed.
  
  Thank you,
  ******** *.
  

  Customer Answer

  Date: 12/11/2024

  [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:12/07/2024

  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 phone lines go in circles and then tells me to call within normal business hours but I am according to their website!! Its Saturday and its before 6pm central time! And their website says 24hr service available anyway!!!

  Business Response

  Date: 12/09/2024

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their policy. However,the customer has not referenced any claim associated with her complaint. Please have the customer specify the claim she is looking to discuss/address.
  
  Thank you,
  ******** *.
  

• Initial Complaint

  Date:12/06/2024

  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.

  12/1/24- we woke up with no heat and smelled a horrible smell. We live in ******* and its winter and its been very cold. We have two small kids, and we needed heat.
  12/1/24 - called Dial One- located in Indianapolis.
  12/2/24 -had tech come out Monday and give diagnostic of issue of the no heat. The report is attached.
  12/1/24- called Home Warranty of America to place a claim. When I renewed our membership, I was told I could choose any service company of my choice, (come to find out, that was FALSE information, (asked for them to pull my call to listen to rep tell me that). After speaking to a nice lady, she approved my company to do work, but before any work is done, that we would need the company to submit what was wrong.
  12/3/24 - Tech submitted all requested information and pictures needed
  12/3/24 - Spoke to lady around 11:30/12:00 and was told I would receive $2779 for repairs (which didn't cover the amount the tech quoted, which we knew we would have to cover the rest.)
  12/3/24 - Called back to make sure everything was good to go, so I could call Dial One to get started on the work, and was told I was given incorrect information and that the approved amount was $776. Which the tech quoted for the Heat Exchanger and Blower was around $4400. I have asked for calls to be pulled again, and a break down of how they came up with $776, and have gotten no calls, or emails, or messages on the portal.
  We are asking for a break down, and a check.

  Business Response

  Date: 12/11/2024

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

  Our records indicate that the customer placed their claim for service on December 3, 2024. 

  Per section B(2) of the User Agreement, "Upon request for service, We will begin contacting Service Provider(s) within 4 hours. You will receive the name, phone number, appointment date and time upon acceptance of the request by a Service Provider. In some circumstances, it could take more than 48 hours for a Service Provider to accept the request." 

  The same day the claim was placed, the customer requested to move forward using their own technician and it was explained that HWA allows for at least 48 hours to locate an available technician to service the work order.  However, in goodwill, HWA honored the customer's request to move forward using the Claim Reimbursement Process with the understanding that reimbursement would be authorized at Our rates in the event of claim approval, which they accepted.   

  Upon receipt of the diagnosis, HWA requested their technician provide the labor cost to install the heat exchanger which they reported as being covered under the manufacturer warranty.  Thereafter, the technician updated their findings to include failure of the blower motor.

  Based upon this information, HWA authorized reimbursement at Our rates in the amount of $776 which represents HWA's cost of labor to install the heat exchanger in the amount of $300, in addition to Our cost to replace the blower motor with labor in the amount of $576, minus the contractual service fee of $100.   

  Nonetheless, HWA has adjusted the total reimbursement amount to $3,375 which represents their technician's quoted labor cost to install the heat exchanger in the amount $2,899, minus the service fee of $100, in addition to HWA's cost to install the blower motor in the amount of $576.  The customer may confirm their acceptance by emailing [email protected].  All payments are subject to 30 days processing. 

  Thank you,

  Lori J.
  Consumer Advocate
  

  Customer Answer

  Date: 12/11/2024

  [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:12/04/2024

  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.

  *** set up An appointment for 9/28/24 with *********************** to Repair my dishwasher. The technician diagnosed the problem, and returned on October 4 to complete the repair after receiving the part needed. When I went to load the dishwasher the following day I pulled the bottom rack out, the top rack shot out also, and the dishwasher moved. I called the tech back, and he assured me he would return to correct it. He has not come back after repeated calls, and texts. After numerous attempts to get ****** to return I contacted *** to assist. I have made 5 calls to *** for assistance, and all they ever do is try reaching the technician to no avail. Today when I spoke with them I was advised they could send a different technician out to properly install my dishwasher, but I would be responsible for a new $75 service fee. I do not feel I should pay an additional fee since the original technician didnt install my dishwasher properly.

  Business Response

  Date: 12/06/2024

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dishwasher claim (no.: 15850883).
  
  On September 28, 2024, the customer placed a claim stating the dishwasher was leaking and *** dispatched ************************************. Based on the diagnosis received, *** authorized the technician to replace the motor pump. Repairs were completed.
  
  *** did not hear from the customer regarding this matter again until 11/16/24 wherein she stated the technician did not install the dishwasher correctly. Also, that it was moving, and the technician did not put screws on it nor return to rectify the issue.
  
  HWA reached out the technician who indicated that as of 11/29/24 he re-ordered the part from a different supplier. Please be advised the technician did not report any additional findings or confirm which part he was referring to. Furthermore, *** informed the customer the claim was outside of the recall window. Please refer to section III. Service Calls (F) of the Service Contract, *********** performed under this Contract should fail, then We will provide for the necessary repairs without an additional Trade Call Fee for a period of thirty (30) days on parts and thirty (30) days on labor from the date the Services were materially complete.
  
  *** also informed the customer that new claim was required and a new service call fee. Please refer to section III. Service Calls (E) of the Service Contract, 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 calls wherein coverage is deemed excluded, or denied.
  
  Nevertheless, *** would like to offer the customer one free service call fee towards her policy to use towards a future claim. Please be advised the service call fee must be added to the policy prior to placing the claim. Should the customer choose to accept as resolution to her complaint please have the customer email **********************************************
  
  HWA requests this matter be closed.
  
  Thank you,
  ******** *.

• Initial Complaint

  Date:11/26/2024

  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 an existing home warranty policy with this company that expires in January 2025. I have been receiving emails and phone calls soliciting renewal for the past month. They call from different numbers and I block each one, but they just call from another number. I have asked the representatives to stop contacting me because I am aware of when my policy ends and I will take needed action by that time. Today, I received another phone call. I told the representative that this is harassing and abusive behavior and asked again to have my contact information removed from their lists. The person laughed and hung up. I called customer service, provided my policy information, requested to never be contacted again, and advised I have no intention of renewing my policy.I have also filed a complaint with the ***.

  Business Response

  Date: 11/27/2024

  ********* *.,

  We have sent an expedited request to our ******************** to place the customer's information on our do not call/do not email list. 

  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,

  **** *.
  Consumer Advocate 
  

  Customer Answer

  Date: 11/27/2024

  
  Complaint: 22607308
  
  I am rejecting this response because I  believe the representative who called me yesterday should be reprimanded.  I recently suffered the loss of my mother.  I am in the midst of grieving her death.  I should not be subjected to endless,  harassing contact from your company,  especially after I have explicitly requested a cease and desist. Also, the fact that your representative laughed at my request exemplifies his unwillingness to comply with simple instructions. He personifies your company's failure to respect your customers.
  
  
  
  Regards,
  
  Kirtoya Flagge

  Business Response

  Date: 12/04/2024

  ********* *., 

  HWA apologizes for any frustrations caused by the interaction with the customer service agent.   
  
  The experience falls short of our standards, and we are committed to addressing this issue internally and ensuring that it does not happen again. Please accept our sincerest apologies.

  Thank you,

  **** *.
  Consumer Advocate 

  Customer Answer

  Date: 12/04/2024

  
  Complaint: 22607308
  
  I am rejecting this response because it falls short of holding the representative accountable for his actions. I don't expect your company to act responsibly so this is par for the course and I have opted to take my business elsewhere.
  
  
  
  Regards,
  
  Kirtoya Flagge

• Initial Complaint

  Date:11/23/2024

  Type:Customer Service 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.

  Our Policy (*********) is set to expire 12/7/24. We've notified the Company via telephone 11/22/24 (************) of our intention not to renew. During the call we interacted with a belligerent, argumentative female representative, whom indicated she was unable to fulfill our request not to renew, and additionally, she was not able to remove our credit card information from their records. We've since received electronic notification (via email), of the Company's intention to (so-call) 'Auto-renew' said Policy, to include their intention to apparently illicitly force monthly charges to our Credit Card on record, without our consent. We've since notified, and made our ******************* aware of the Company's ill intent. We will continue our effort to opt-out of their so-called 'Auto-renew' scheme. Until such time, we hoped BBB will position to act on our behalf to bring timely resolution to our Complaint.

  Business Response

  Date: 11/25/2024

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding contract renewal (contract no. 968270416). 

  Our records indicate that HWA corresponded with the customer on November 22, 2024, informing of policy expiration and autorenewal.  Per section 5, Coverage Time Renewal & Payment of the User Agreement, "If you elect to renewal coverage for an additional one-year period following the expiration of the initial coverage period, you will automatically be renewed for additional one-year period thereafter, unless you notify us by telephone at **************." 

  The notification email provided the customer with the option of recording their preference to cancel the contract. However, to date, their preference has not been recorded. Nonetheless, HWA will proceed with cancellation upon expiration of the contract on December 7, 2024, accordingly. 

  HWA requests this matter be closed. 

  Thank you,

  **** *.
  Consumer Advocate 

  Customer Answer

  Date: 11/25/2024

  
  Complaint: 22595485
  
  I am rejecting this response because:

  Per our conversation this morning, please find the electronic notification (Subject Line) sent from HWA, to reflect a so-called ' Billing Change Notification'.

  
  

  Scrolling to the <blue lettering tab>, brings one to their so-called ***************** This is where the text dispels HWA's response to Complaint ID ********. 

  
  

  Nowhere in the text does HWA offer the telephone number: ************** (as they've referenced in the first paragraph of their response), whereby one would either choose to cancel and/or opt-out of a Contract.

  
  

  Furthermore, the second paragraph of their response tells an untruth as well. Their Notification Email does not include the option to cancel and/or opt out of a Contract. Conversely, only to suggest opting to choose one of their other payment options.

  
  

  To summarize then, we implore HWA to cease and desist with all inundating  electronic solicitation (and/ or otherwise), to suggest furthering a business relationship. Additionally, HWA is directed to remove, from their records, any/ all payment methods (to include Credit Card(s)), which they've used in the past to facilitate payment(s).

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

  Business Response

  Date: 11/26/2024

  ********* *.,
  
  HWA is sorry to hear of the customers continued frustrations.
  
  We have sent an expedited request to our ******************** to place the customers information on our do not call/do not email list.
  
  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.
  
  Lastly, with respect to the customers request, *** is unable to fully delete and/or remove credit card information and/or processed transactions due to the nature of our internal system. 
  
  Nonetheless, please be advised that the customer has confirmed their preference to proceed with cancellation upon expiration and therefore the customers card will not be debited for renewal accordingly.
  
  *** requests this matter be closed.

  Thank you,

  **** *.
  Consumer Advocate 

  
  

  Customer Answer

  Date: 11/29/2024

  
  Complaint: 22595485
  
  I am rejecting this response because: Since the inception of the Complaint (noted) 11/23(2024), systems have detected continuing electronic solicitation(s): 11/25,28(2024), and continuing telephone solicition(s) : 11/25(2024) from: *************, *************, *************. 11/26(2024) from: *************(twice). 11/27(2024) from: *************. Additionally, the Business has indicated a reluctance to delete and/ or remove sensitive ***************** which is believed they have no rightful claim to, from their system(s), citing reasoning believed to be, nothing short of, their continuing falsehood(s). Then, it is respectfully submitted closure of said Complaint (noted) be delayed, until the Business demonstrates corrective behavior, along with a sincere willingness to close, and/ or BBB sees fit justification for said closure.

   

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

  Business Response

  Date: 12/06/2024

  ********* *.,

  An expedited request was sent to our ******************** to place the customers information on our do no call/do not email list. Although,please accept our apologies as the customer received calls while the request was still processing.
  
  A subsequent request has been made with confirmation that their information has been removed.
  
  As outlined in our prior response, *** is unable to fully delete and/or remove credit card information and/or processed transactions due to the nature of our internal billing system. 
  

  Lastly, their preference to proceed with cancellation upon expiration has been recorded and therefore the customers card will not be debited for renewal.
  
  There is no further action for HWA to take at this time. 
  
  We request this matter be closed. 

  Thank you,

  **** *.
  Consumer Advocate 

  Customer Answer

  Date: 12/06/2024

  
  Complaint: 22595485
  
  I am rejecting this response because:
  We've notified our ******************* to communicate our concern(s), and distrust, as they relate to the insincere, untrustworthtyness nature of the offending Business, along with their initial illicit, unauthorozed intention to force charge(s) onto our Card. In light of their continuing unwillingness to remove, what is our sensitive data from their system(s), for reason(s) our *******************, along with ourselves, find untruthful, and couldn't result in anything other than foul play on their part, we suggest to have our complaint remain temporarily active. As such our ******************* recommends we hold off extending any courtesy, up to, and including closing, until the billing cycle comes to pass, following the Contract expiration of December 7, 2024. Our hope is, due to our No-confidence, as it relates to the Business in question, that BBB finds our reasoning compelling enough to further delay closing.

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

• Initial Complaint

  Date:11/21/2024

  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 purchased a new condominium with a home warranty from Home Warranty of American. The bathroom faucet and toilet were leaking. I contacted the home warranty, and they scheduled a plumber to come and repair the leaks. The plumber before doing anything first charged $75. He confirmed the leaks and informed the home warranty company. The next day I contacted the plumber. He said the company denied the service because the unit was vacant. First the unit was not vacant. We just bought it, and we were in the middle of moving process. Second what does vacancy has anything to do with their job. They got paid for one year of coverage in advance and got paid for that job also in advance. I requested refund all my payments. They would refund part of yearly payment and would not pay the service charge in spite of the fact they did do anything and falsely denyed the job. I would appreciate your support to resolve this issue.

  Business Response

  Date: 11/22/2024

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their plumbing system claim (no.: 16305116).
  
  On November 3, 2024, the customer placed a claim stating there was a leak in the ceiling, the oven was not turning on and the toilet was leaking. *** dispatched Golden Pipe Plumbing & *********** Based on the diagnosis received it was determined that the bathroom toilet and bathroom faucet were leaking and need to be repaired. However, the home was vacant. Please be advised this would not be covered under the policy.
  
  Please refer to section C(3) of the Service Contract, This Agreement covers occupied homes under ***** square feet unless additional fees are paid.
  
  On 11/13/24, the customer spoke with a Case Manager in regard to the outcome of his claim. *** explained that we could not process the claim as the home is vacant, and the policy covers occupied homes. As a result,*** terminated the policy per the customers request.
  A pro-rata refund check (no.: *****) in the amount of $541.67 was mailed to the customer on 11/19/24.
  
  Per section I(2) of the Service Contract, If You cancel at any time after the first 30 days from the Order Date, We will pay You a pro rata refund of Your paid Agreement Fee for the unexpired term at the end of the month of which You cancelled less any Service Costs incurred by Us (unless prohibited by law). If *********** Costs are greater than the prorated refund, You shall pay us the lesser of the difference between (A) *********** Costs; and (B) any unpaid Agreement Fees or unpaid Annual Monthly Agreement Fees. c. In addition, You shall be responsible for an administrative fee of the lesser of $50, or such amount as is permitted by law.
  
  In regard to the customers request for a refund of the service call fee, we are unable to honor such. Please refer to section B(4) of the Service Contract, You will pay a Service Fee for each ******************** request You submit to Us.
  
  *** request this matter be closed.
  
  Thank you,
  ******** *.
  

  Customer Answer

  Date: 11/25/2024

  
  Complaint: 22590052
  
  I am rejecting this response because:
  

  The home warranty claim that the house was vacant is false. As mentioned in the initial statement the house is not vacant. This is our newly purchased house, and we are in the process of furnishing the house. The warranty company should focus on providing professional services instead of focusing on baseless excuses to refuse the job they got paid for in advance. It is not their job to look around and to see how furnished the house is. Their act is unprofessional and unethical.
  
  Regards,
  
  ****** *****

  Business Response

  Date: 12/03/2024

  ********* *.,
  
  According to our technician he reported the home vacant and several contractors on site upon his arrival. As the Service Contract covers occupied homes, the claim determination will stand as non-covered. The customer is also no longer an active policy holder with *** as he terminated coverage. A pro rata refund was issued via check in the amount of $541.67 as of 11/19/24. There is nothing further for *** to do at this time.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.
  
  

  Customer Answer

  Date: 12/04/2024

  
  Complaint: 22590052
  
  I am rejecting this response because:
  The Home Warranty of America provided absolutely no service. My resident was not vacant. That was just a false excuse to charge fees and not to provide any services. I did cancel the warranty because of their dishonesty, unethical and unprofessional behavior. They should have refund my entire prepayment of $600 and $75 service charge for providing zero service. They should refund and apologize for taking my money and wasting my time. 
  
  Regards,
  
  ****** *****

  Business Response

  Date: 12/05/2024

  ********* *.,
  
  The claim was denied based on the information provided by our Service Provider as the policy offers coverage for occupied homes, not vacant ones. The service call fee paid to our technician is also outlined in the Service Contract and is the customers responsibility. In regard to the pro rata refund, this was issued in accordance with the terms and conditions of the Service Contract.
  
  There is no further action that *** can take at this time. We have complied in full with the terms and conditions of our contract. The customer refuses to do the same. Since the customer wishes to escalate this dispute, he needs to follow the procedure for Resolution of Disputes outlined in his contract.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.