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:10/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The splits by ********** suddenly stopped working at the same time. I contacted *** to set up a tech service calls. The first time, I missed worked with an appointment reminder sent via email on the scheduled service day. That local company advised they cancelled the week before.The next two appointments with local companies never existed. I called each company ahead of the date *** advised. Neither HVAC service company had agreed to the appointments *** said existed. I can forward to BBB the *** emails.

  Business Response

  Date: 10/19/2022

  Dear **********************: 

  Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding the air conditioner claim (claim no. 4937874). 

  Our most recent records indicate that the claim is pending vendor reassignment due to scheduling conflicts. 

  With respect to the customer's request for a full refund, please refer the Cancellation clause of the *** User Agreement which states, "...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."

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer a full refund of the paid policy premium in the amount of $475.00 upon request for policy cancellation. Should the customer wish to accept the proposed refund with cancellation, please contact ************ at *******************************************. 

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

  Sincerely, 

  The *** Team

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising 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 had a home warranty with HWA for 4 yrs. On 10/02/22 we discovered we had need to file a claim for repair to a backed up drain and initiated the claim online. On 10/03/22 *** assigned a service technician to come to my property to diagnose and collect $100 service fee. The technician arrived, did NOT fully inspect, and asked for $200 so that "everything went ok". We declined as we are ONLY required to pay $100 and this was the amount paid to the technician. The diagnosis was FALSE and claimed my mainline drain to be over the covered 125ft under the policy. This resulted in a denied claim. I appealed the claim and was forced to pay out of pocket repairs of the sewer/drain stoppage. The cost was $539 for repairs, plus the $100 service fee from HWA. I made an appointment to speak to my case manager ***************************** and the case manager NEVER called. I have attempted MULTIPLE times to reach the case manager with no response to emails, voice messages and attempts to reach via the customer service number. There is no manager's or supervisors to help.I spoke with the case manager's representative on 10/14/22 who provided an email ********************************* however the emails bounce back (undeliverable). However no calls are ever responded to. No appointments are ever kept in effort to resolve this issue. I additionally sent via email: invoice, video camera proof, report for repairs and inspection which clearly shows the drain mainline is below 125 ft and is actually 103ft in length, to ***************************** and ******************************* I have read multiple complaints from customers with this company (who is also associated with Choice Warranty), who appear to be frustrated with issues similar to mine.I would like my claim to be handled/approved since I have valid proof. I should not have been denied and I should be reimbursed in full for the cost ($539) for repair, per the policy contract, asap.

  Business Response

  Date: 10/19/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing stoppage claim (claim no. 5450124). 

  On October 3, 2022, the customer placed a claim for the plumbing stoppage stating the drains are backing up.  HWA dispatched ******** Residential Repair to submit the diagnosis. Upon inspection, the technician reported that the main drain needs a 300-foot snake. 

  HWA issued the claim determination stating, "It has been determined that the mainline stoppage is over 125 feet and requires further service. *** is responsible for Stoppages/clogs, including hydro jetting, within 125 of access point. Please refer to your terms and conditions section Homeowner number 1; we list examples of components not covered; to assist Your understanding of this Contract. The examples of not covered; components are not exhaustive. The system/item is not covered under your contract."

  The customer appealed the determination and in goodwill, HWA offered the customer $100 towards the cost of repair which was accepted.   

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer the option of forwarding the diagnosis from their technician in order to evaluate for potential reimbursement.  Please forward the diagnosis to ************ at *******************************************.  

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

  Sincerely, 

  The HWA Team  

• Initial Complaint

  Date:10/17/2022

  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.

  We have an active contract with *** (Contract #*********), and an open claim (Claim #*******) which we submitted on 8/1/22. This claim was submitted for our cooktop which is covered under our contract. One burner on the cooktop do not work, and another clicks repeatedly trying to ignite. Under this contract, we paid a $100 service fee to have a technician come out to assess the problem on 8/22/22. It was confirmed by both the technician and HWA that this was a covered issue. The technician estimated it would be 1 week to get the part that was needed to repair the unit. On 10/11/22, after 2 months and several calls to both HWA and the technician, *** finally indicated that the parts to fix our cooktop were no longer available, and they advised that they would replace our cooktop and a case manager was being assigned.On 10/12/22, I logged in to our HWA account and saw they were offering us $474 to replace our cooktop, with a note that it is based on the national average price for an Oven Stove Cooktop. I opened Lowes.com and found ONE no-name brand that offered stovetops anywhere near that price. All others are $800+, and the brand stovetop we have ***************** 36" wide, 5 burner stovetop) runs at $1699. I clicked the link to submit an email as we were not accepting this amount and received a note that a case manager would contact us within 24 hours. Define national average.... finding the cheapest brand and averaging the cost of all of that cheap brand's cooktops isn't it.On 10/13/22 am, I missed a call - the voice mail indicated it was the assigned case manager, *******. I called her back FIVE times between 10/13 and 10/14 at the provided phone number - each time going directly to voice mail. Of those 5 attempts, I left 3 voice mails, the final one indicating that if we did not hear back by EOB 10/17 that we would have no other choice but to submit a BBB complaint to resolve this issue. We are now in a position that we have to complain.

  Business Response

  Date: 10/20/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the cooktop claim (claim no. 4266837). 

  On August 1, 2022, the customer placed a claim for the cooktop stating that the burners are not working properly. *** dispatched *************** Services to submit the diagnosis. Upon inspection, HWA approved the claim for repair, however the parts are no longer available.  

  On October 12, 2022, HWA approved replacement with a buyout offer of $474.00. Please refer to section 14 under the Limits of Liability which states, "We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (not matching for brand or color) for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item

  The customer appealed the buyout offer stating that the cooktop is a ****** & Paykel 36" cooktop with replacement cost of $800-$900.  The Case Manager advised the customer that the buyout offer was made based upon similar features as the offer does not take into account brand, color or retail cost. 

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer an increased buyout offer from $474 to $674.  Should the customer wish to accept, please contact ************ at *******************************************.  A check will be mailed to the customer within 30 days upon acceptance. 

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

  Sincerely,

  The HWA Team

  Customer Answer

  Date: 10/24/2022

  
  Complaint: 18203889
  
  I am rejecting this response because: $674 is still below what any cooktop of comparable features/functionality would cost us.  $800-900+tax is what a comparable 36" cooktop would cost.  This is not  the cost to replace our current cooktop - which would be $1699+tax.  We understand the contract wouldn't pay us that - but I feel the need to point out that $800-900 isn't the cost to replace what we have - it's what the lowest comparable cooktop costs (cite ***************** websites).

   

  The link below is for the closest I can find to our current model, which is now no longer available for purchase.  Again, as I mentioned on the phone and in messages, I don't expect an exact replacement (that would be $1699+tax).  The "average" prices I'm seeing online to from $800-900+tax to upwards of $2000.  If you want to find the cheapest replacement option, that $800-900+tax would be the logical offer.
  
  
  https://www.fisherpaykel.com/us/cooking/cooktops/contemporary-cooktops/gas-on-steel-cooktop-36in-flush-fit-lpg-cg365dlprx2_n-81378.html
  
  
  I will add that working through this has been the absolute worst customer service experience I have ever had.  This claim has been open since 8/1 and it has been like pulling teeth to get anywhere with it.  ******* was finally assigned to this and I received a message from her on 10/13 and it took nearly 1 week for her to call me back - after I called her direct line 5 times, left 3 voice messages, left a note on the claim, and finally called the main customer service line to escalate today.  And when she did call, she acted like she was doing me a favor.  Someone should really be taking a look at your operations.  This should not have been a difficult claim for you to handle, but you've made it so I wouldn't recommend your company to anyone.  She called me again this morning to offer the $674 and when I repeated the above to her (which has already been shared more than once), she was rude and dismissive.  If anyone else is to contact me from HWA, I would prefer that it not be her.  She could use a course in customer service, honestly.
  

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

  Business Response

  Date: 10/26/2022

  Dear **********************: 

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

  As per the policy terms and conditions, *** does not offer full retail cost nor match for brand. 

  As a goodwill gesture, *** is pleased to offer the customer $750.00 as a final offer.  Should the customer wish to accept, please contact ************ at *******************************************.  Please allow 30 days processing from day of acceptance. 

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

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

  Sincerely, 

  The *** Team 

  Customer Answer

  Date: 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:10/17/2022

  Type:Sales and Advertising 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.

  They hassle and hound me to renew my policy. I had to file a claim. I am in the middle of a claim, and my policy was about to expired. But before my policy expired, I renewed my policy, twice. Once online and once, with a representative over the phone. As of today, they have no recollection whatsoever, but yet some do. I am transferred to so many different departments, and yet no one has an answer, not even management. I just want my claim taken care of an not have to have my policy renewed.

  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. 5095497) and policy renewal (policy no. IL04-SA00181492). 

  Our most recent records indicate that the policy is currently inactive, however the claim was placed while the policy was in active status and therefore the technician has been advised that they are able to move forward with repair completion.  

  With respect to policy renewal, due to system error, the customer's policy was not renewed upon expiration, however, should the customer wish to proceed with policy renewal, *** will reactive the policy at the renewal price of $48.33 monthly with no lapse in coverage. Should the customer wish to proceed with policy renewal, please contact ************ at *******************************************  

  Sincerely, 

  The HWA Team  

  Customer Answer

  Date: 10/26/2022

  
  Complaint: 18234610
  
  I am rejecting this response because: I have been put on such a run around trying to renew my policy even though I had renewed it twice. No one seems to know anything and are very good transferring to the next department instead of handling it themselves. When ask to speak with a supervisor, they all claim to be the supervisor and are extremely rude and are very argumentative. **************** is defiantly not your number one priority. This is one of the reasons I had finalized my decision and not continue with your warranty and 2 I wish not to go through with the claim because of the fact that nobody seems to know what they are doing. I had filed a claim when I had first received this policy and your company was unable to locate anyone to do our trade of service. This was an emergency situation, yet you could not get anyone to come out. What I am requesting at this point from you is to have my service trade fee of $75 reimbursed from you just because of all the hassle and headaches that you had put me through within these last few weeks.
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 10/26/2022

  Dear **********************: 

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

  As per the customer's request, *** has closed the claim and in goodwill, *** has issued a check to the customer in the amount of $75.00 as reimbursement for the service call fee paid. Please allow for up to 30 days processing. 

  HWA requests this matter be closed. 

  Sincerely,

  The HWA Team 

• Initial Complaint

  Date:10/17/2022

  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 Policy # IL03-SA01958027 and Claim #*******.My refrigerator at the property has not been working for the past 3 weeks. The technician who came out multiple times determined that the fridge can not be repaired. Home Warranty of America is providing $986 to replace the fridge. The fridge is a side by side GE profile with ice maker. When look at websites to just find a comparable size and features, I'm seeing the cheapest at $1,500. I reached out to *********************. She explained a very unorthodox process of submitting a request to increase the amount. She submitted the request and it was declined.This is not okay, the system has no real logic as to what's the determining factor of the $986 and no one is offering an increase.I get that the company gets to decide what amount they'll give, but there has to be an understanding logic behind the amount. I would like to at least get $1,500 so I can get a fully replaced fridge in there.

  Business Response

  Date: 10/20/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 5047215). 

  On September 9, 2022, the customer placed a claim for the refrigerator stating that it is not cooling properly. *** dispatched AD Appliance Repair to submit the diagnosis. Upon inspection, HWA approved replacement with a buyout offer of $986.00.  

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

  The customer appealed the buyout stating that the current refrigerator is a GE Profile with replacement cost of $2,500.  The Case Manager advised of the customer that per policy terms and conditions, HWA does not match for brand nor retail cost. 

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer an increased buyout offer from $986 to $1200 as a final offer. Should the customer wish to accept, please contact ************ at ******************************************** A check will be issued to the customer within 30 days upon acceptance. 

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

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 10/20/2022

  [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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:10/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Home Warranty of America is a scam. We pre-paid for an entire year's home warranty when we purchased our house. This company is supposed to honor their warranty and come fix my leaking sinks and my furnace that won't heat the house! I've had claims filed since April an still nothing is fixed! They fail to send repairmen out. They have not denied the claim because what I need fixed is covered by the warranty, but *** cannot and will not get a repairman out to my house to fix my problems. They have stolen our money, will not refund us and will not honor the warranty. They are a scam. Con artist! When I call to complain they never let you speak to a manager. They say they will call you back, but they never do. If I message them through their messaging service they just reassigned the claim to a new repairman who won't call or show up. It happens over and over and over again. They put us on the pay-no-mind list and think they can ignore us until the warranty runs out. I WANT A FULL REFUND PLUS THE TRADE CALL FEES I PAID TO REPAIRMEN WHO NEVER DID THE REPAIRS!

  Business Response

  Date: 10/14/2022

  Dear **********************: 

  Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 5116461) and the heating system claim (claim no. 5558613). 

  In regard to the plumbing system claim, our records indicate that the claim was reassigned to ******* General Contracting to submit the diagnosis for claim evaluation.  

  The technician completed the diagnosis today, October 14 and CHW has since authorized the technician to replace the faucets. 

  With respect to the heating system claim, the most recent records indicate that the customer has chosen to use their own technician to complete the repairs to the furnace as the assigned vendors were unable to keep the appointments due to scheduling conflicts.  

  Please refer to section 2 under **************** of the *** User Agreement which states, "We will not reimburse for any services performed without Our prior approval.

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer potential reimbursement for the completed repair to the furnace upon receipt of a paid itemized invoice.  Please forward the invoice to ************ at *******************************************.  

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

  Sincerely, 

  The *** Team

   

• Initial Complaint

  Date:10/13/2022

  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.

  date of work: 10/7/2022 claim: ******* HWA approved me to hire an electrician to fix a problem. *** then stated i had to provide them a work order for them to approve the work to be done. The breakers were fried and electrician stated it is a fire hazard to leave it that way, so I had to choose to either disconnect the whole house from power or risk setting a fire. So I allowed the electrician to fix the problem pre-approval of ***. *** admits that the work needed to be done but won't reimburse me because they didn't give the approval. Not all work should have to wait for their approval if risk is too great to leave unattended. I'm still waiting on *** to fix a dishwasher from 2 months ago as well, definitely not waiting for something as big as powering the entire house.

  Business Response

  Date: 10/14/2022

  Dear **********************: 

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the electrical system claim (claim no. 5466039). 

  On October 3, 2022, the customer placed a claim for the electrical system stating that there is no power to parts of the home. *** offered the customer the option to use a technician of their choosing to submit the diagnosis for claim evaluation.  The customer accepted this option and received the following "Claim Reimbursement Process" instructions: 

  Please follow the instructions below to ensure proper claim reimbursement.
  1. Reimbursement is only available for covered repairs.
  2. You are required to get authorization from HWA before commencement of any repairs.
  3. For heating and air conditioning claims photos will be requested. To avoid any delay in
  processing your claim, please ensure your Service Provider takes pictures of the name plate
  and the inside and outside unit
  4. Your technician MUST submit a complete diagnosis online at www.hwaclaims.com.
  This department is only open during normal business hours. Failure to obtain authorization
  before repairs commence will cause a forfeit of your right to receive reimbursement from HWA.
  5. Your Service Fee will be deducted from the total reimbursement amount.
  6. Please allow 30 days to receive your check. 

  On October 7, 2022, the customer forwarded a paid invoice indicating that the repair has been completed and requested reimbursement. 

  *** issued the claim determination stating, "It has been determined that the repairs were completed without prior approval. Please refer to your terms and conditions section Customer S number 2; we have the sole right to select the Authorized Repair Technician to perform the Service. We will not reimburse for any services performed without Our prior approval." 

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer a check in the amount of $330.00 as partial reimbursement for the completed repair.  Should the customer wish to accept, please contact ************ at *******************************************.  Please allow 30 days processing from day of acceptance. 

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

  Sincerely, 

  The HWA Team

  Customer Answer

  Date: 10/18/2022

  [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:10/12/2022

  Type:Product 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.

  We had the Diamond Plan with ***. Our dishwasher malfunctioned and caught fire, immediately knew it would be a write off. It took 2 weeks to get a service tech out to confirm this. It cost $100 for them to come out. *** does not replace kitchen appliances anymore apparently? In lieu of replacement they send you money for the appliance, of which they don't send out anymore. They offered us $246 on a Lowes gift card, the cheapest dishwasher Lowes offered at the time of writing this is $410. Also us having to spend the $100 for the service its really only worth $146. You can escalate and speak with case managers, but they just tell you they don't send appliances out but yet give you money based on what THEY could get the appliance for. Even though No one out there sells a comparable dishwasher for $246. "An HWA Home Warranty protects you from the expenses of repairs or replacements of major mechanical systems and appliances that break down due to normal wear and tear during the coverage term." - A lie from the *** website They advertise that they replace appliances. They do not.

  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.5329326). 

  On September 24, 2022, the customer placed a claim for the dishwasher stating that there is burning smell. HWA dispatched *************** Service to submit the diagnosis. Upon inspection, *** approved replacement with a buyout offer of $246.00. 

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

  The customer appealed the buyout offer stating that it will cost $700 to replace and provided a model number for the ** brand replacement unit.  The Case Manager advised the customer that per policy terms and conditions, HWA does not match for brand nor offer retail cost of replacement.  

  Nevertheless, as a goodwill gesture, HWA is pleased to offer the customer an increased buyout offer from $246 to $500 as a final offer. Should the customer wish to accept, please contact ************ at *******************************************.  A check will be issued to the customer within 30 days upon acceptance. 

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

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 10/20/2022

  [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.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:10/11/2022

  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.

  The company continue to contact me stating the homeowner's insurance was expiring soon, therefore I renewed. However, my lender requested the homeowner insurance and when I w=contact HWA, it was stated it was a warranty. I request a full refund of $900.

  Business Response

  Date: 10/12/2022

  Dear **********************: 

  Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding policy cancellation (policy no. IL04-SA00180695). 

  Our most recent records indicate the customer contacted *** on October 11 and processed a cancellation of their policy. The customer was issued a refund in the amount of $800.00 based on the terms and conditions of the policy. 

  Please refer to the Cancellation clause of the *** User Agreement 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." 

  Nevertheless, as a goodwill gesture, *** has issued the customer a refund in the amount of $900.00, which represents a full refund of the paid policy premium.  Please allow for up to 30 days processing to receive the credit.  

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

  Sincerely, 

  The *** Team

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim regarding my **** unit working properly. Home Warranty of America (HWA) did quickly contract the problem out to a service person. They came, and diagnosed the issue. I paid the $75 dispatch fee, and they left to wait on approval from HWA. A couple weeks later I still had no answer. I called HWA and they lined up another repair person a few days later and said that they would waive the $75 fee. The new repair person lined up an appointment, but refused to come out and look at the **** system because they would not be getting paid the $75 directly from me. I called HWA again to cancel my claim, and have my $75 fee refunded since none of their contractors want to do work for them. *** informed me that the money can not be returned, and they would have to send another contractor out. It has been days with no answer. I feel like they are intentionally giving me the run around so I would just pay out of pocket to have the issue fixed. Winter is coming and I STILL can't get them to have my unit repaired.

  Business Response

  Date: 10/06/2022

  Dear **********************: 

  Home warranty of America (***) is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 5087040) and apologizes for the delay diagnosing the failure.  

  On October 6, 2022, an HWA Consumer Advocate contacted the customer via email and offered the customer the option of using a technician of their choosing to submit the diagnosis for claim evaluation, which has been accepted by the customer.  

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

  HWA requests this matter be closed. 

  Sincerely, 

  The HWA Team