Business Profile

Home Warranty Plans

Home Warranty of America

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Complaints

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

Customer Complaints Summary

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

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

Initial Complaint
Date:10/05/2022
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.
We purchased a home warranty when we purchased our new home. For a year we didnt file any claims and just recently renewed our warranty for another year. Unfortunately we recently had to file a claim because our six conditioner went out. The warranty rejected the claim due to the following reason It has been determined the air conditioner has a damaged compressor. Under normal wear and tear conditions this failure takes time to occur and cannot develop within commencement of the policy. Even though we are not a new customer.
Business Response
Date: 10/06/2022
Dear April V.:
Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 5470020).
On October 3, 2022, the customer placed a claim for the air conditioner stating that it is not cooling properly. HWA dispatched ******************** & AC to submit their diagnosis. Upon inspection, the technician reported a failure to the compressor.
HWA issued the claim determination stating, "It has been determined the air conditioner has a damaged compressor. Under normal wear and tear conditions this failure takes time to occur and cannot develop within commencement of the policy. Please refer to your terms and conditions section; ******* Systems and Components means systems and components as specifically described herein as Included under Your Plan and are in proper working order on the Coverage Period Start Date."
The customer had a previous policy with HWA which expired on May 18, 2022, under policy no. IL04-SA00153705, however the customer started new coverage with HWA on September 30, 2022, therefore there a 5-month lapse in policy coverage. As such, the claim determination will stand as a non-covered claim.
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: 10/06/2022

Complaint: 18172744

I am rejecting this response because:

We were never contacted by the company to let us know the policy was going to expire and or given the option to renew.
I had to call myself and ask to renew my warranty. They stated they did not have contact information for me because I never called to make a claim in the past, therefore they couldnt contact me to notify me. Yet the policy has my address on file.
After speaking with them they I stated I wanted to renew my policy and they took my payment. Never stating that my policy would now be considered a new policy and not a renewal.

Regards,

***************************
Business Response
Date: 10/19/2022
Dear **********************:
*** is sorry to hear of the customer's continued frustrations.
The customer's previous policy (policy no. IL04-SA00153705) expired on May 18, 2022. On May 3, 2022, *** emailed the customer regarding renewal and provided the customer with a new renewal rate of $48.33, however the customer did not request to extend the policy and therefore the policy was cancelled.
On August 31, 2022, the customer contacted HWA requesting to renew the policy and due to the lapse in the coverage, a new policy term started under policy no. 602367806. The customer paid $765.00 for the new policy coverage and the contract term commenced on September 30, 2022.
Our records indicate the customer has since processed a cancellation of their policy. Please refer to Resolution of Disputes should the customer wish to pursue their complaint.
HWA requests this matter be closed.
Sincerely,
The HWA Team
Initial Complaint
Date:10/04/2022
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.
On 12/10/2021 I purchased a Diamond Plan Home warranty as a result of purchasing a home: Covered Customer: ***************** Covered Property: ********************************************************************** Quotation: IL03-QU001147257 Invoice Date: 12/07/2021 Transfer Date: 12/10/2021 Total Due: $625.00 I initiated filing two claims on 8/11/22. One for a garbage disposal (since closed) the other for garage door maintenance due to loud screeching noise and melted bulb port which appears to have been caused by overheating. Initially HWA scheduled an appt with a contractor for 8/24/22. No one showed up for the appt. a 2nd appt was scheduled and cancelled by me due to conflict on 9/1/22. The 3rd was scheduled for 10/3 with another no show. I have now attempted to sign into the account to follow-up only to get an error that my account is not valid. This process has resulted in approximately 5 phone calls and 21 emails with no avail to have the problem resolved. I have emailed *********************, ******************** Specialist to attempt continuity of care. On 9/15/22 I spoke to ****** in customer service who referred me to "********************* case manager". He gave me a phone number to a completely different company which had never heard of such a person. After reaching out again that day, I was told the claim had been closed and it was my responsibility to reopen it. Upon doing so, the final two appointments where not met. 9/15/22 I spoke to a manager who said the problem would be resolved. However, I have had no repairs or attempt to repair the garage door mechanism. Finally, it appears that I have been dropped as a customer since my account is not valid when attempting to sign in. The automated response is "if your account exists, you will get an email" I would like a complete refund of the value of the policy.
Business Response
Date: 10/05/2022
Dear **********************:
Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the garage door opener claim (claim no. 4529199) and the trash compactor claim (claim no. 4529139).
With respect to the garage door opener claim, the claim has been reassigned to several vendors, however they have been unable to keep the appointments to due to scheduling conflicts. Our most recent records indicate that the claim has been assigned to Professional *********** Services with an appointment date of October 6, 2022.
With respect to the trash compactor claim, the claim was most recently assigned to *************************, however they have failed to submit their diagnosis to date.
Please refer to section 1 under the Limits of Liability which states, "We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs."
Nevertheless, as a goodwill gesture, HWA is pleased to offer the customer a full refund of the paid policy premium in the amount of $625.00 upon request for policy cancellation. Should the customer wish to accept, please contact ************ at *******************************************.
While we regret to hear of the customer's frustrations, *** has abided by the terms of the policy and requests this matter be closed.
Sincerely,
The HWA Team
Initial Complaint
Date:10/04/2022
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.
I recently checked my credit card statement and saw a reoccurring charge from HWA. Two years ago I was a customer of HWA but cancelled my policy when I moved. I called HWA and inquired about the charge. The representative I spoke to said *** was recently purchased by another company and he did not have any details before April 2022 regarding the charge. After indicating that I was no longer a customer they cancelled my nonexistent policy and refunded two months of charges. I feel that if *** is charging former customers like me for policies no longer in force that the possibility of criminal fraud may need to be investigated.
Business Response
Date: 10/05/2022
Dear **********************:
Home Warranty of America apologizes for any frustration the customer may have experienced regarding their policy.

HWA was no the obligor of the policy two years ago, and therefore we have asked the obligor to contact the customer directly for resolution.

Thank you for being a valued customer of ********************.
Sincerely,
The HWA Team
Customer Answer
Date: 10/05/2022
[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:10/03/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a home warranty with Home Warranty of America and they have been no help and try and find every excuse to get out of covering any item that breaks. I am not understanding why I paid $500 for a home warranty when they dont cover anything. For example, I filed a claim today because my garage door wont open and the garage door opener is supposedly covered under their warranty that I purchased, but yet they deny my claim and make me wait till Thursday 10/06/2022 to speak to a case manager. Having a broken garage is an inconvenience and fighting with them is an inconvenience.
Business Response
Date: 10/04/2022
*********.,
Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their garage door opener claim (no.: 5456913).

The customer placed a claim stating that the garage door would not close.

Please refer to the terms and conditions section Standard C number 0 Excluded; HWA is not responsible for garage doors, adjustments, Infra-red sensors, chains, tracks, rollers, hinges, and springs.

As this is explicitly excluded from the customers terms of coverage, HWA requests this matter be closed.

Thank you,

The HWA Team
Customer Answer
Date: 10/04/2022

Complaint: 18162149

I am rejecting this response because: I am not a garage door expert and how can you deny a claim without actually looking at the issue at hand? What if it is the actual garage door opener? Now, I am 4 days into not have a garage to park my cars in because I am having to fight with you people. I am not arguing whats covered and whats not covered, I am very smart and can read and comprehend english. The point I am making is that you happily collect these premiums but yet run your customers through the wringer to get things fixed. At this point you can refund me my premium, because I no longer want to do business with you folks. I am in the process of taking this to a class action lawyer and I am bound and determined to get justice for everyone who has been screwed by ****

Regards,

*******************************
Business Response
Date: 10/06/2022
Dear **********************:
*** is sorry to hear of the customer's continued frustrations.
Our most recent records indicate that the customer spoke with an HWA representative today, October 6, and was offered the option of *** submitting the claim into dispatch for vendor assignment in order to receive the diagnosis, however the offer was declined.
Due to the customer's dissatisfaction, the customer processed a cancellation of the policy and received a full refund of the paid policy premium.
HWA requests this matter be closed.
Sincerely,
The HWA Team
Initial Complaint
Date:10/03/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We submitted a claim with home warranty of america in March. We paid $100 which is our fee to file a claim. We were told to get our own plumber since we needed someone immediately and *** could only get someone out 5 days later. The plumbing work was done but we also needed drywall repair. After many weeks of trying to find a drywall repair person who wouldn't blow me off, I finally gave up and submitted the plumbing repair and receipt to HWA using the paper work sent to me when I made the claim. I have yet to get my reimbursement as promised from HWA. I have made many phone calls and keep getting told we will be called back. Still waiting.
Business Response
Date: 10/05/2022
Dear **********************:
Home Warranty of America apologizes for any frustration the customer may have experienced regarding their claim.

HWA was not the obligor of the contract on the day the claim was filed, and we have asked the obligor to contact the customer for resolution.

Thank you for being a valued customer of ********************.

Sincerely,

The HWA Team
Customer Answer
Date: 10/07/2022

Complaint: 18149063

I am rejecting this response because:

I have been told 5 times since July the other company is going to call me back. No one has every called me or responded to me. My contract says Home Warranty of America, whoever owns the company should be paying out what is due.

Regards,

****** And *********************
Business Response
Date: 10/19/2022
Dear **********************:
Home Warranty of America (***) apologizes for any frustrations the customer may have experienced regarding their hot water heater/boiler claim (claim no. 225381).
On September 30, 2022, *** contacted the customer regarding their request for additional reimbursement as the customer was already issued a check in the amount of $1,500 for reimbursement for replacement of the boiler/hot water heater.
On October 4, 2022, an escalations representative agent emailed the customer advising that the claim has been further evaluated and has been denied for additional reimbursement as the customer has been reimbursed to the extent of ***'s liability as the replacement equipment is called a "combi-boiler".
Please refer to water heater coverage of the *** User Agreement which allows coverage for gas, tankless, electric or oil water heaters.
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

Customer Answer
Date: 10/20/2022

Complaint: 18149063

I am rejecting this response because: The claim was not about a hot water heater. We DID NOT receive reimbursement. The claim was a water leak in a bathroom causing damage in in the lower level.

Regards,

****** And *********************
Business Response
Date: 10/24/2022
Dear **********************:
*** is sorry to hear of the customer's continued frustrations.
*** has received the claim information from **** the obligor, regarding the customer's plumbing system claim (claim no. 275141).
On March 27, 2022, the customer placed a claim for the plumbing system and chose to use the reimbursement option in order to use a technician of their choosing to submit the diagnosis for claim evaluation. *** approved the claim and issued a check to the customer for $390.00 as reimbursement for the completed repairs and the claim was closed accordingly.
AIG has evaluated the claim regarding the customer's request for drywall repair reimbursement and has determined that the claim would not be eligible for reimbursement as the ceiling was already water damaged at the time the claim was setup.
As per the diagnosis from ***********************, "Basement & 1st floor bathrooms are stacked &laid out the same. (2) large stacks in the basement drywall ceiling above toilet & shower head. I cut small access holes into find the mystery leak. Subfloor & toilet looked good. I found wet insulation stuffed up in the tub waste overflow sub floor cut out. Removed it &tested tub & shower. In first floor bathroom I removed tub spout & siliconed copper penetration through fiberglass surround. Also around gasket of overflow & around handle trim plate. I believe water was getting in through these non-sealed penetrations."
AIG has determined that they were not properly installed (they were not sealed) and therefore the failure is pre-existing as it could not have been in proper working order on the coverage Period Start Date as required per contract Definitions# 8. Under the *** Plumbing System coverage line cabling or grouting (caulking) is specifically listed as NOT COVERED. Anything in relation to the waste & overflow (drain mechanisms) and the fiberglass shower surround is also never coverable by the warranty contract.
Please refer to the Plumbing System section of the *** User Agreement which states, "NOT COVERED: bathtubs and showers or their associated faucet or drain mechanisms...cabling or grouting" Please also refer to section 4 under Excluded Repairs which states, "We are not liable for repairs related to adequacy or capacity of Covered Items in the Covered Property; improper installation, design, or previous repair of Covered Items not completed under this Contract."
*** requests this matter be closed.
Sincerely,
The *** Team
Customer Answer
Date: 10/24/2022

Complaint: 18149063

I am rejecting this response because: This was not a preexisting situation. We did not have water damage on the ceiling when we purchased the house. The water damage occurred in March when the seal failed. We did not have any issues prior to this claim. Also, it was approved to be fixed when I called in the claim but the company could not get a plumber out quick enough as water was leaking from upstairs to downstairs. It was suggested to me that I get my own plumber so the issue could be fixed sooner. I have not asked for reimbursement for the damage to my ceiling as I cannot find someone to fix it. In addition when I submitted the claim, I paid $100 because the person I spoke with informed me it would be covered under the warranty.

Regards,

****** And *********************
Business Response
Date: 10/26/2022
Dear **********************:
*** is sorry to hear of the customer's continued frustrations.
AIG has issued reimbursement to the customer and has determined that the customer has been reimbursed according to the terms of the policy.
With respect to the service call fee, please refer to section E under Service Calls which states, "You must pay the Trade Call Fee for each Service Request in advance of any Services being scheduled. The Trade Call Fee applies to each Service Request dispatched and scheduled, including but not limited to those calls wherein coverage is deemed excluded, or denied." As such, the customer is not due reimbursement for the paid service call fee.
Please refer to Resolution of Disputes section of the policy should the customer wish to pursue their complaint further.
HWA requests this matter be closed accordingly.
Sincerely,
The HWA Team
Initial Complaint
Date:10/01/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Filed a claim for a backed up main sewer line which made all of our sinks, toilets, showers and washer unusable until it was resolved. They said they couldn't send someone out until 4 days later. I hired a plumber to get it taken care of right away as I have 2 small children and we require running water. They refused to reimburse me for the plumbing services. This company is a sham, any other decent company would have understood how important running water is and how urgent the matter was which required me to hire a plumber to come out right away. We also had a previous issue with our whole house fan. A technician came out and checked it out and told us they'd be able to order a part and it was a simple fix having to do with the control on the wall that's not even hard wired. This company instead closed the claim and said they couldn't fix the problem. I called customer service and asked to cancel and was told it would be $30 and then they would refund me a pro-rated amount for my remaining months. When I was transferred to cancel, they told me I would have to pay $225. There is no consistency.
Business Response
Date: 10/03/2022
Dear **********************:
Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the plumbing stoppage claim (claim no. 5431791).
On September 30, 2022, the customer placed a claim for the plumbing stoppage stating that main line is backed up. *** assigned ************* to the claim with an appointment date of Monday, October 3, 2022 to submit their diagnosis for claim evaluation.
On October 1, 2022, the customer contacted *** stating that they have already completed the repair and requested reimbursement.
Please refer to section 2 under **************** of the *** User Agreement which states, "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 potential reimbursement upon receipt of an itemized paid 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:09/29/2022
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.
In 9/20/22 my daughter called to place a claim because it was determined by ************ (on 9/20/22 , which came to my home) that there was a gas leak and ************ shut off my boiler. On 9/22 a contractor from ***** Engineering came to my home and would not fix the issue as he stated he could not move forward because ************ did not "tag the gas line" and I needed to call the gas company to come back out. My daughter immediately called the gas company and was told that there obligation stops at the meter and they are not responsible for "tagging the gas lines". They suggested that the contractor do a pressure test to determine where the leaks were coming from. I called the contractor back and he stated that if he did it that would cost money and the warranty company refuse to pay.*** closed the claim and it has gone unresolved. My daughter called *** (spoke w/*******) to speak to a supervisor and was told that one was not available and they would call her back in 24 hrs. My daughter called back ion 9/26 @ 2:30p because she never heard back and received an email stating that the original claim (*******) had closed, although unresolved. She spoke with **** (ID #*****, which he was very rude. He stated that he could only open a new claim for a plumber (which makes no sense being a heating issue) and he was not going to move forward until she agreed to pay another $75 service fee. At that point, my daughter asked to speak to another supervisor and was told once again that one would call her in 24 hrs. She explained to the agent that I am a disabled wheelchair bound senior and I am without heat and I needed to get this resolved asap. She asked to be transferred to someone else and he refused until she mentioned that she was filing a complaint with the BBB. He then, transferred her and ended up speaking to ****** (resolution's manager). A 2nd claim was opened up and that contractor would not do the work and I am still sitting with no heat and I am disabled
Business Response
Date: 10/03/2022
Dear **********************:

Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the heating system claim (claim no. *******).

On September 20, 2022, the customer placed a claim stating that the furnace is leaking gas. HWA dispatched ***** *********** Services to submit the diagnosis. Upon inspection,it was reported that the gas supply lines to the house were shut down due to a gas leak detection by The Peoples Gas. The technician also reported that the gas lines were not tagged and that in order to make repairs, all the gas lines will have to be pressurized to find the leak.

On September 23, 2022, HWA corresponded with the customer advising that a plumbing claim would need to be placed as the failure is due to a gas leak.

On September 26, 2022, the customer spoke with an HWA representative who advised the customer that in order to proceed, a plumbing claim is required as the failure is due to a gas leak which is not part of the heating system. As such, a new claim was placed by the representative, however, instead of placing a plumbing system claim, the representative placed a new claim under heating system. Based upon our records, the customer was not required to pay the service call fee for the claim.

On September 29, 2022, the customer placed a plumbing claim which has been assigned to Property Protectors TBC, LLC with an appointment date of today, October 3, 2022 between the hours of 3-8PM. HWA will issue the claim determination upon receipt of the diagnosis accordingly.

As a goodwill gesture, *** has waived the service call fee for the plumbing claim.

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: 10/03/2022

Complaint: 18130855

I am rejecting this response on behalf of my father because: the contractor that was supposed to show up today did not show nor did not call. I (daughter of ***********************), ***************************, contacted the contractor (Property Protectors TBC) several times today to confirm the appointment information prior to the appointment time, they never answered nor responded to the two messages that I left. I also called the contractor at 8:30p as the appointment was scheduled between 3p-8p to get an update but once again no answer.
I have been dealing with matter since 9/20/22 (2 weeks with no heat) and once again we have no resolution. Also, I do not agree with the timeline of account per ***'s response to BBB. The original contractor ***** Engineering (*****) stated that he was capable of completing the work which included pressuring the gas lines to determine the leaks in order to repair the boiler but the warranty company refused to pay.

Something needs to give as my father continues to be without heat as the temperature is falling and he is in an uncompromising position and unsafe as he has been required to result to a space heater to keep warm, which is dangerous!!!

Regards,

***************************** (Daughter/POA)
c/o ***********************
Business Response
Date: 10/04/2022
April V.,
As an alternate option, HWA would like to offer the customer the option to use their own technician and submit for reimbursement up to their policy cap upon receipt of an itemized paid invoice.
Please refer to the terms and conditions section Home Owners Coverage - Plumbing System: Limitations; We will pay no more than $1,000 for diagnosis, repair or replacement of any covered plumbing system item. We are not responsible for costs to access any covered time that is concrete encased or otherwise inaccessible.
Should the customer wish to accept the offer proposed they may e-mail the paid invoice upon completion to ******************** at [email protected] is subject to 30 days processing and mailed in the form of a check.
Thank you,
The HWA Team
Customer Answer
Date: 10/05/2022

Complaint: 18130855

I am rejecting this response because:
My father is is not in a financial position to pay our of pocket as he is limited to social security benefits once a month. It is not fair that *** is requesting that he pay out of pocket to be reimbursed.
This is why he pays HWA monthly and ON TIME to provide warranty services. ***'s request is an inconvenience and an immoral gesture, not to mention once again he is 2 weeks WITHOUT ANY HEAT IN HIS HOME!!!
I am requesting that *** send out a contractor ASAP to complete the claim as it is their responsibility not my father's to locate a contractor!!!

Regards,

*****************************
c/o *************************

Business Response
Date: 10/13/2022
Dear **********************:
On October 5, 2022, *** reassigned the claim to *************************** to submit the diagnosis. Upon inspection, the technician reported that there was a gas leak in the home, however the city worker of ************ has locked the meter and therefore the technician is unable to check for the source of the leak. Please see the technician's diagnosis attached.
At this time, the customer is required to contact The ************ in order to unlock the meter. Once the meter is unlocked, *** will dispatch the technician to reinspect the failure in order to complete the diagnosis accordingly.
Sincerely,
The HWA Team
Initial Complaint
Date:09/28/2022
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.
September 21st 2022 we filed a claim with home warranty of America for a leak between our kitchen and bathroom wall during the conversation The representative was only concerned with getting us to renew for the 2023 year he told me that if we renewed and paid in full they would wave our $75 service fee. I explained to him that I was paid up until December and concerned about the leak at this time he continued to push me and pressure about renewing explaining that it was a one time offer and that if I did not renew and pay in full right then I would not be given a discounted rate or additional offer in the future they had already increased our annual fee by $144.86 and service fee by $15. he continued to pressure me about the renewal and waving the $75 service fee at that time I told him to go ahead and bill the card on file so that I could get my claim filed. He filed my claime and told me that a technician would reach out to me within 4 to 24 hours the following day ( Sept 22nd) I had not heard anything. I attempted to call them to find out about our claim the automated system Said they would hold my place in line and have a representative reach out to me. we heard nothing back the same thing happened on Friday the 23rd. Saturday mid morning the 24th we walked in to a flooded kitchen. We attempted to call HWA to be told they had not found a technician and that we could find our own technician with pre approval and filling out the appropriate paperwork. we were able to get ahold of a technician that came out Saturday the 24th however by the time the technician came to the house HWA was closed for the day, the leak needed fixed immediately. we submitted all necessary paperwork , ********** asked some continuing questions and for additional information we filled all additional information requested. That was the last we heard of them. Wednesday the 28th I reached out to them to find out what was going on and they said my claim was denied and closed.
Business Response
Date: 09/29/2022
Dear **********************:
Home Warranty of Americas (***) is sorry to hear of the customer's frustrations regarding the plumbing system claim (claim no. 5277528).
On September 21, 2022, the customer placed a claim for the plumbing system stating that there is a leak. *** allowed the customer to use a technician of their choosing to submit the diagnosis for claim evaluation.
Please note that upon choosing to use the "Claim Reimbursement Process", the customer receives the following 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 *** 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 ***.
5. Your Service Fee will be deducted from the total reimbursement amount.
6. Please allow 30 days to receive your check.
On September 26, 2022, *** received the diagnosis which indicated that the repairs have already been completed.
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 upon receipt of an 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
Customer Answer
Date: 09/29/2022

Complaint: ********

I am rejecting this response because:Good morning ********* my name is ************************* I am responding to the email I received from claim number ******** from HWA. We did call 2 and a 1/2 days before we had to have an emergency plumber come in and fix our leak, we called on the 21st and was told somebody would be there between 4 to 24 hours, we then called on the 22nd and 23rd due to not hearing anything, the 24th the pipe had broke and we had no choice but to call a technician. We submitted all the paperwork online as requested to get an approval but as stated in there email though online it states otherwise their hours are not 24/7 for claims and we did not get response. The technician felt the leak needed fixed immediately due to the already amount of water damage present into our living space and the fact we only had one bathroom and 1 kitchen. Monday the 26th HWA reached out and asked for additional information and pictures the technician responded and submitted all request information that day. I'm not really sure why they bothered to ask for any additional information if they had no intention of covering any of the charges because "we didn't get approval". The technician has already sent a breakdown of parts and labor charges two times to HWA but we will gladly send a 3rd one and look forward to getting some kind of reimbursement For the warranty that we pay for and have been loyal to for 7 years. Thank you, ******

Regards,

*************************
Business Response
Date: 09/30/2022
Dear **********************:
*** is sorry to hear of the customer's continued frustrations.
Per the *** policy, we do not reimburse for repairs completed without prior authorization.
As previously indicated, as a goodwill gesture, *** is pleased to offer the customer potential reimbursement upon receipt of an itemized invoice; however, the customer has not enclosed a copy of the paid invoice to the complaint nor forwarded the invoice to the email as referenced in our initial response.
Please forward the invoice to ************ at *******************************************.
*** requests this matter be closed.
Sincerely,
The *** Team
Customer Answer
Date: 10/11/2022
Good afternoon I heard back from home warranty of America, they offered a $1000 which was half of what we paid for the plumber to come to our house. They said that they will be sending a check in the mail, so we will wait for that. We accepted the offer as we felt that 1/2 was better than having to pay the entire amount. We asked for a refund for paying in full for next year since the only reason we paid it so early was because the representative was incredibly pushy and said that they would waive our service call fee. This was definitely a ****** learned for us.

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:09/23/2022
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.
*** contacts me with phone calls and email no less than 4 times a week. I have asked over the phone to to be removed from their contact list at least 5 times while expressing I want no extension to my home warranty and I have submitted a request electronically at least 10 times. This has gone on for more than five months. At this point this is harassment and this needs to be addressed to the company and they should be penalized for harassing and bullying citizens.
Business Response
Date: 09/28/2022
Dear **********************:
We have sent an expedited request to our ******************** to place ********************** information on our do not call/do not email list.
Please allow up to 30 business days for the information to process.
If ****************** 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.
HWA requests this matter be closed.
Sincerely,
The HWA Team
Initial Complaint
Date:09/22/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
An initial claim was made on 4/25/2022 for my clothes dryer for a loud squealing noise that was coming from the unit. I had reported this issue in prior claims, and it never was resolved, as the issue didnt present to the tech at the time of the other claims. This time, the problem was apparent, and the tech said he had to order parts, and would need to come back out to address the issue. I waited for some time, and eventually, after an extended wait, all of the parts were delivered. The tech installed them, stated the problem was solved, and left. Within 24 hours, the problem presented again. I notified the tech, and he said that he reached out to HWA and was told to proceed with additional repairs. After another extended wait, he came out, installed the other parts, and seemingly fixed the issue. Before he left, I tried to run a quick cycle. The unit didnt respond properly and wouldnt run. The tech was extremely frustrated and said he would have to reach out again in order, I believe, to replace some sort of main control board. I waited again for an extended period and never heard back. I eventually reached back out to customer service and was told that a determination was made to just offer me a buyout of the unit. I was glad to hear this as I have paid numerous co-pays over the years only to have the same issues persist. I was told that the offer for the payout was $335.00. I was completely taken by surprise by this amount. The dryer that I hade was a high-end unit at the time of purchase and I actually spent close to $800 to replace it. Nothing even comes close to the amount offered. I have already paid the $100 deductible and have nothing to show for it other than wasted time and aggravation. I am a Realtor and also reached out to my rep who supposedly escalated it, but nothing has come of it and it has now been over 3 weeks since I heard from anyone. I can go into much more detail. Please help.
Business Response
Date: 09/27/2022
Dear **********************:
Home Warranty of America (HWA) is sorry to hear of the customer's frustrations regarding the dryer claim (claim no. 2156293).
Our most recent records indicate that the customer was offered a buyout in the amount of $335.00 in lieu of repair or replacement of the unit.
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 claim and the Case Manager attempted to contact the customer to discuss the appeal, however they were unable to reach the customer.
Nevertheless, as a goodwill gesture, CHW is pleased to offer the customer an increased buyout offer from $335.00 to $500.00. 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

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