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:09/21/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of Transaction: 9/2/2022 Amount of money paid to business: $50 dollars a month plus $100 for any claim filed with them. Business committed to provide with a timely resolution to this claim as well as repairing or replacing my appliance with one with similar features and specifications.The nature of the dispute is that they spent upwards of a month calling out sub-par technicians out who never fixed my item, just to say that they would replace the unit. Their offer to replace it would not even afford a low tier dryer, and also not meet their commitment of it meeting the specifications of the unit in question. They repeatedly would not return my calls or let me speak with supervision when asked. They tried to resolve the problem by bringing up the price of the compensation by $150 in lowes gift cards, hitting just $50 dollars above the cheapest dryer that ****** has to offer. Claim number is *******.
Business Response
Date: 09/27/2022
Dear **********************:
Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the dryer claim (claim no. 4697106).
On August 22, 2022, the customer placed a claim for the dryer stating that the drum is not spinning. HWA dispatched *********************** to submit the diagnosis. Upon inspection, *** approved replacement with a buyout offer of $335.00.
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 of 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 determination and the buyout offer was increased to $576.00 which was accepted by the customer.
While we regret to hear of the customer's frustrations, *** has abided by the terms of the policy and requests this matter be closed.
Sincerely,
The HWA Team

Customer Answer
Date: 09/27/2022

Complaint: 18059029

I am rejecting this response because: *** forgot to mention the part where they sent A&E out 4 separate times between August 22 and September 28th. During those appointments, each technician said that there was a different cause to my dryer not working. In each of those cases, HWA had no issues paying hundreds upon hundreds of dollars in parts and labor for nothing to be fixed. During each of those appointments, I was forced to use my personal sick time to be present while the technician was there. After a month of no progress on my claim, they offered me $335 in ****** Gift Cards, which they then moved up to $576 in ****** Gift Cards, which would take 30 days to receive(I have still not received them). Not only was that less that the cheapest dryer ****** had for sale, but I wouldn't be able to use them to repair my existing dryer with them either. I would also be unable to shop for a better deal on a dryer elsewhere, due to HWA forcing me to shop at ****** exclusively. Their conduct in this manner was unprofessional at best, and alongside the sick time I've lost on this manner, I had to spend my own money to find a dryer I could afford without having to wait another month, only to be compensated with ****** Gift Cards that I have no use for.
Lastly, during my many phone calls with ***, I was repeatedly told I could not speak to a Supervisor until the last week of this claim. When I did speak to the supervisor, he was very professional and helpful, and did what he could to help. My claim was passed on to another specialist who offered the ****** Gift Cards, and would not let me speak to a supervisor when I disagreed with what they were offering.

Regards,

***************
Business Response
Date: 09/29/2022
Dear **********************:
*** is sorry to hear of the customer's continued frustrations.
As a goodwill gesture, *** is pleased to offer the customer a buyout offer increase from $576.00 to $776.00 as a final offer.
The funds will be issued to the customer in the form of a check in lieu of the ****** eGift card. Should the customer wish to accept, please contact ************ at *******************************************. Please allow 30 days processing from day of acceptance.
Sincerely,
The HWA Team
Initial Complaint
Date:09/21/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My air conditioner went out on June 21, 2022 finally got fixed 30 days later. I had to replace the unit because of the motor and coils were not functioning. I filed a service ticket with HWA which I have been with for 8 yrs. Realizing it is the start of the heat wave, no subcontractor was assigned after 7 days so I was granted the opportunity to find my own HVAC technician. Paperwork was filed, pictures taken and my tech had several conversations with HWA techs. First decision was to replace the unit because of the high probability of failure before summer ends. A second person decided not replace the unit and pay on $1900 for the repairs. This was not enough to purchase the parts and pay for the labor. I had to call *** several times to speak with customer service to get to a case manager (all of this is recorded according to their message). Case managers did not keep me updated on my claim....I had to call and send emails. Some of my documentation was lost in their system which means I had to resend multiple times. The last person I spoke with was *****/*****, and she told me $1900 was all they would provide. I asked to speak to a higher manager, and she told me that she was as high as I could go because the ************** were not interested in customer service....which is troubling! I had to purchase a new unit which cost $7500. I should have a least gotten half of the amount, but *** only paid $1900. I was without air for an entire month! **************** does not exist, and the case managers (I had a couple of those) are not responsive. Any update I received came from my HVAC tech. Poor performance all around and a total rip-off!ALL OF THIS SHOULD BE ON HWA RECORDINGS FOR QUALITY PURPOSE...CHECK THE *******
Business Response
Date: 09/27/2022
Dear **********************:
Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 3371761).
On June 22, 2022, the customer placed a claim for the air conditioner stating it is not cooling properly. *** allowed the customer the option of using a technician of their choosing to submit the diagnosis for claim evaluation. Upon inspection, the technician reported a failure to the evaporator coil with recommendation of a full replacement.
*** requested the technician provide a breakdown for the cost of replacement to include the cost of parts, labor and modifications in order to issue the claim determination. The technician provided the cost for the air handler which was quoted at $1,700, however they did not provide the cost for labor to install the air handler.
As the failure to the unit was to the evaporator coil, which is housed inside the air handler, *** authorized $1,900 towards the cost of repair which accounted for $1,700 the cost of the air handler and $300.00 for the cost of labor, which was reimbursed at ***'s rate as the technician failed to provide their labor cost. Please note *** is not liable for the cost of upgrades and/or modifications necessitated by replacement.
Please refer to section 4 under "Exclusions" of the *** User Agreement which states, "We are not responsible for providing upgrades, components, parts or equipment required due to the incompatibility of the existing equipment with the replacement system, appliance or component/part, including but not limited to SEER standard, R-410A and/or 7.7 HSPF or higher compliant, as well as any other efficiency required by federal, state, or local governments."
On July 26, 2022, *** authorized a check to the customer in the amount of $1,900.00 which cleared on August 5, 2022.
Due to the customer's dissatisfaction, on August 25, 2022, the customer processed a cancellation of their policy.
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:09/20/2022
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 on 07/30/22 because my breakers started tripping and shutting off lights and plugs. A local electrical company replaced 3 breakers and a plug on 2 separate service calls. My claim for repayment of the cost ($862) of the replacement was denied despite an independent inspection report that the breakers were inspected and "performing as intended" which was completed on 10/11/21. I took possession of my house on 11/19/21. The claim number I am requesting reimbursement for is *******. My case manager for the claim was ****************** and she did call me to deny my claim on 08/25/22. I have since continued to have problems with the same circuits and have re-filed claims on 09/05/22 and 09/17/22. The problem has yet to be resolved.
Business Response
Date: 09/21/2022
Dear **********************:
Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the electrical system claim (claim no. 4227849).
On July 30, 2022, the customer placed a claim for the electrical system stating that the breaker is tripping. HWA dispatched G&E Electrical Contractor to submit the diagnosis. Upon inspection, it was reported that breakers have failed due to overheating. The technician also reported that the wrong breakers were installed.
HWA issued the claim determination stating, "It has been determined that the electrical breakers installed on the panel are not the correct breakers which has resulted in failures and overheating. Please refer to your terms and conditions section Limits of number 6; We are not responsible for consequential or secondary damages. This includes, but is not limited to, repair of conditions caused by any of the following: chemical or sedimentary build up, insect infestation, mold, mildew or bacterial manifestations, misuse or abuse, theft or vandalism, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, intentional acts, riot, lightning, mud, earthquake, soil movement or settlement, storms, accidents, pest damage, Force Majeure events (as defined below), failure due to excessive water pressure, or any other perils not considered loss or damage due to normal wear and tear."
The customer appealed the claim and was advised that the technician noted that the wrong breakers were installed which caused the breakers to overheat. As such, HWA is not liable for the cost of repair as the cause of failure is not due to normal wear and tear.
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:09/17/2022
Type:Order 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.
A policy was cancelled in September 2021 on a rental property at *************************************************************. In December *********************************************************************************************************************************************** a monthly payment amount through today, September 17, 2022. I have been hung up on twice and on one occasion either in July or August of this year told no record of me calling to cancel was on file. For an entire year I have been charged on contract number ********** and it is not cancelled. Yesterday I was assured it had been handled with a confirmation e-mail that I never received. I also attempted to cancel my HWA on my primary home at ************************************************************************** contract number **********, and was told I could not cancel but if I accepted other incentives, was something that he could do to keep me as a customer. I do not trust this company to follow through with its promises and want to sever all connections and receive my money from ******************************** in ******** ********. And yes, I have a sales contract of settlement on that property. Thank you. **********************************
Business Response
Date: 09/23/2022
Dear **********************:
Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding policy cancellation (policy no. IL04-SA00179289).
Please note HWA was not the obligor of the contract in September of 2021, however they have provided details regarding the customer's policy.
On September 21, 2021, the customer contacted HWA requesting cancellation of both policies (HWA and DEPP plan), however the customer then changed their mind at the end of the call and said he would call back at a later date.
A service representative attempted to contact the customer to see if they had submitted a written request or has any other written correspondence between himself and *** regarding cancellation of the account, however there was no answer and the customer's voicemail was full.
On September 16, 2022, the customer contacted HWA requesting policy cancellation and was issued a refund for the month of September in the amount of $56.63 accordingly.
Sincerely,
The HWA Team
Customer Answer
Date: 09/24/2022

Complaint: 18039859

I am rejecting this response because:

They NEVER left a voice mail or point of contact. The main number maintains the customer on hold for long times, or the phone just hangs up! This is typical behavior, who knows when or if they did call. I don't believe what they say.
I want ALL accounts with them closed, nothing less. I also want my refund for the year I paid for something I cancelled in September 2021.
I have spoken to people at HWA since 2021, on so-called recorded phone lines they are unable to retrieve to verify my efforts...how convenient.
I want a point of contact with a number other than their mainline...I have listened to rude customer service on 2 of my calls, on which one hung up on me when asked for a refund.

Regards,

***********************
Business Response
Date: 09/29/2022
Dear **********************:
*** is sorry to hear of the customer's continued frustrations.
As previously indicated in our response, on September 21, 2021, the customer contacted HWA requesting cancellation, however the customer then changed their mind at the end of the call and said he would call back at a later date.
To date, we have no record of the customer calling back to process a cancellation of their policy until September 16, 2022.
Also, the customer has not provided documentation of a written request regarding cancellation of the account from September 2021 and therefore a full refund of the policy from September 2021 is not due to the customer.
Nevertheless, as a goodwill gesture, *** is pleased to offer the customer a partial refund of the monthly policy premiums paid in the amount of $335.93 which accounts for payments received in the amount of $47.99 for the months of February 2022 through August 2022. Should the customer wish to accept, please contact ************ at *******************************************. Please allow up to 30 days processing from day of acceptance.
HWA requests this matter be closed.
Sincerely,
The HWA Team
Customer Answer
Date: 09/29/2022

Complaint: 18039859

I am rejecting this response because:

So now in order to cancel a contract it must be in writing? To say I was going to call back is hardly a partial truth, play back the recordings, I was to have been given email confirmation in my last cancellation call, as I said, play back our recordings! . I have two concurrent contracts which I cancelled on my investment address several times since September 2021, and another on my primary address which I cancelled on my last call but told I could not at that time...as I said, pull the recordings and ask to see the notes that they said had been entered, liars! As I said previously, no one reached out or left VM of who to call or NOT ONE EMAIL, horrible and incompetent! I want what I am owed from the time I cancelled in 2021...like I have been saying, have ALL notes from my conversations transcribed as well as the phone recordings supposedly used for "quality training" purposes.

Regards,

***********************
Business Response
Date: 10/05/2022
Dear **********************:

As indicated in our initial response, a service representative attempted to contact the customer to see if they had submitted a written request or had any other written correspondence between the customer and *** regarding cancellation of the policy as there is no record of the customer requesting policy cancellation in September of 2021.
Please refer to Resolution of Disputes section of the *** User Agreement should the customer wish to pursue their complaint as there is nothing further that can be offered.
*** requests this matter be closed.
Sincerely,
The *** Team
Customer Answer
Date: 10/09/2022

Complaint: 18039859

I am rejecting this response because:

What I am being told is that you, meaning me, cannot have full trust and confidence that our customer service agents are not completely reliable or trustworthy...so the onus of truth and verification is on me the customer. Basically, the customer is right if he/she can prove it. Amazing, I have been a customer for both my properties longer than *********************************************************** writing following some written procedure? Again, unacceptable. I am a licensed realtor in Virginia and have never been treated like this. In addition, I am understanding *** is finished unless I initiate a complaint to them in writing of the same things articulated on the phone and BBB in writing.

Regards,

***********************
Business Response
Date: 10/13/2022
Dear **********************:
In efforts to resolve this matter, *** inquired as to if the customer may have sent written correspondence to HWA regarding policy cancellation as *** does not record of the customer directly contacting HWA requesting policy cancellation in September 2021.
Please refer to Resolution of Disputes should the customer wish to pursue this matter as there is nothing further that can be offered.
HWA requests this matter be closed.
Sincerely,
The HWA Team
Initial Complaint
Date:09/15/2022
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.
Warranty was bought by a seller for me the buyer. I had an inspection which was stated about possible repair or replacement later. I scheduled duct work for air circulation and tech recommended full replacement of unit due to Freon leaking. Called customer service got hung up on and disregarded and dismissed multiple times. Took serveral days for the case manager to respond and when he did he was dismissive as well and only offered 250 credit. The cover I have covers pre existing conditions but yet they refuse to cover them. This has been the worst service I have ever received. I asked to speak with a supervisor multiple times and everyone claim there was none which I know is impossible. I will never buy another package with them and will forever encourage people to spend their money elsewhere. I hate she paid money for me to be involved with such unprofessional unconcerned company. If anyone who is in corporate is reading this your representatives are a reflection of you and this company. Ive called multiple times case managers are impossible to get in touch with and customer service and claims department over talk you and are very dismissive.
Business Response
Date: 09/20/2022
Dear **********************:
Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the ductwork claim (claim no. 4926846).
On September 2, 2022, the customer placed a claim for the ductwork stating that there is no air flow. *** dispatched ******* Heating & Cooling to submit the diagnosis. Upon inspection, it was reported that the air conditioner has a leak in the condenser and evaporator coil along with a defective thermostat.
HWA requested the customer provide a copy of the Home Inspection Report in order to issue the claim determination as the policy start date was on August 29, 2022.
Upon receipt, *** issued the claim determination stating, "It has been reported that the air conditioning is not working properly. Based on information provided for this claim, it has been determined that this failure has developed prior to the coverage becoming effective. Please submit proof of current repairs being completed for future coverage. Please refer to your terms and conditions section Definition number 1; this Contract provides coverage for unknown Breakdowns if the breakdown is not detectable through visual inspection or simple mechanical test, and the Covered Items are in proper working order on the Coverage Period Start Date."
The customer appealed the claim determination and was offered $250 towards the cost of repair as a goodwill gesture. The customer accepted the offer which was authorized to the technician and was advised that they will be responsible for the balance of the repair.
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:09/14/2022
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.
On January 1-4-2022 I filed a Reimbursement request form to be reimbursed for our sump pump claim # ***** that was completed on 9/1/2021. When we contacted *** they explained they had no one that they could suggest for us to fix the sump pump and that we had to find someone on our own then to submit the claim. I have sent in this reimbursement form several times. The last time they sent back the denial was due to showing proof that we paid the fee of $100. This was resent with a copy of our credit card statement along with the invoice showing paid by Roto Rooter this was done on 3/29/22. I then sent another request seeking the status on 4/5/22 and then again in June. Each time I call the customer service number I get that no one has documented my account. Today when I called I was told again that my claim has been escalated.We have since canceled our service with HWA due to the horrible customer service and for waiting on being reimbursed. Our next step is to reach out to an attorney to see if we can get this money back. This is a horrible company and I would not advise anyone to use them. They come up with all sorts of excuses as to why they can not reimburse you.
Business Response
Date: 09/21/2022
Dear **********************:
Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the sump pump claim (claim no. 49148). *** 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.
On September 15, 2022, AIG confirmed that the customer received reimbursement for the sump pump claim in the amount of $393.45 under check no. ****** which was processed on 02/02/2022.
HWA requests this matter be closed.
Sincerely,
The HWA Team
Customer Answer
Date: 09/26/2022

Complaint: 18027249

I am rejecting this response because:
I left a message as requested with no call back over a week ago. ************ is my number

Regards,

*******************************
Business Response
Date: 09/29/2022
Dear **********************:
*** is sorry to hear of the customer's continued frustrations.
Although the customer has not received a call back, this does not dispute our confirmation that the customer received reimbursement for the sump pump claim in the amount of $393.45.
AS such, *** requests this matter be closed.
Sincerely,
The HWA Team

Customer Answer
Date: 10/05/2022

Complaint: 18027249

I am rejecting this response because:they are claiming its had been paid but fail to call me to get a refund again my call back number is ***********. This matter should not be closed and they are well aware of it. We are owed a refund and when I call to speak with the person as instructed all I get is a run around. I deserve and expect a call to have this issue resolved

Regards,

*******************************
Business Response
Date: 10/06/2022
Dear **********************:
*** has requested the obligor of the contract on the day the claim was filed, **** to contact the customer directly at the number referenced in the customer's complaint in reference to the refund that was issued.
Sincerely,
The HWA Team
Customer Answer
Date: 10/19/2022

Complaint: 18027249

I am rejecting this response because:

Waiting on copy of paid out service and refund

Regards,

*******************************
Initial Complaint
Date:09/14/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a policy through this company. I filed a claim and the technician determine that ********** needed to be replaced. They offered me a settlement amount which is way below the market price of the Dishwasher. When escalated they sited contract doesn't pay Retail price. But when I asked how they determine the cost they had no answer. They gave me a number, My question was there is not a single Dishwasher in the market with that price. I believe its unethical to have a simple word" Below retail" It should be clearly at par with market price at least. Now with claim settlement I can not buy any Dishwasher so regardless I have to come out of pocket expense which will be at least 70%. I don't find it fair.
Business Response
Date: 09/15/2022
Dear **********************:
Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the dishwasher claim (claim no. 4839690).
On August 29, 2022, the customer placed a claim for the dishwasher stating that it is not draining. HWA dispatched ******************************** to submit the diagnosis. Upon inspection, *** authorized replacement of the control board, however the part was no longer available.
On September 7, 2022, HWA approved replacement with a buyout offer of $246.00 in lieu of repair or replacement of the dishwasher. 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 (not matching for brand or color) in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item."
The customer appealed the decision, however the Case Manager was unable to increase the amount, and therefore the customer accepted the $246.00 buyout offer.
Nevertheless, as a goodwill gesture, *** is pleased to offer the customer an increase in the buyout offer from $246.00 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
Customer Answer
Date: 09/15/2022
[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:09/14/2022
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 *** and I filed a claim to have my refrigerator repaired. A tech came to my house on 9/10 and found that my air compressor and filter need to be replaced. HWA approved the repair, but the tech set the repair for 9/23. When I called to find out why the date was so far out, *** said they didn't know. They said to allow them 24 hours to speak with the tech. When I called back they said that they still hadn't spoken with the tech and to allow them another 24 hours. I called the tech myself and he texted back and said I need to order the parts and he would provide the labor. I have no idea what the parts are. I called *** again and told them what the tech said and they put me on a lengthy hold to find "directions" to send to the tech to order my parts for me and I would need to pay for them. They asked for me to wait 24 hours to hear back. I asked if another company could complete the work because of the turn around time and language barrier and they said I would have to pay a service fee if we changed companies. I asked if I could speak to a manger since I had spoken with so many different people. One HWA rep gave me a number, that was supposed to be the ************************** and it was actually the phone number to another home warranty company, to which the man told me he was sorry he couldn't help because I called Choice Home Warranty, not HWA. This is my 2nd complaint with this company this year because they would not respond to a previous claim by putting me off for days, hanging up on me, sending me to the wrong people to help, and not giving the correct information. I would also like to know my cost for parts. I paid for a home warranty and pay for service fees, so I need to know what other costs I will incur with this covered repair. Finally, I would like a reasonable time frame to get repairs done so that my family can have a refrigerator again. Policy#IL03-SA01921486 Claim#*******. Thank you in advance for your assistance.
Business Response
Date: 09/14/2022
Dear **********************:
Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the refrigerator claim (claim no. 5062923).
On September 9, 2022, the customer placed a claim for the refrigerator stating it is not cooling or freezing. *** dispatched *** ***************** to submit the diagnosis. Upon inspection, it was reported that compressor and filter drier require replacement.
HWA issued the claim determination stating that the claim has been approved for repair to the compressor and the customer will have non-covered charges due to the technician in the amount of $76.43 to account for modifications necessitated by the replacement.
On September 14, 2022, the technician updated the claim and stated that in order to complete repair of the compressor and filter drier, the customer is required to contact the manufacturer as the parts are covered under their warranty. The technician has also scheduled a future repair appointment with the customer for September 23, 2022.
At this time, the customer must contact ******* to facilitate the delivery of the replacement parts. The technician will complete repair upon receipt of the replacement parts.
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: 09/15/2022

Complaint: 18024172

I am rejecting this response because:
I failed to add in my previous email that I am interested in also knowing how the technician hired by *** knows that I have a manufacturer's warranty. I looked up warranty information for ******* refrigerators and they offer only a limited warranty for which I am sure the refrigerator I have falls well outside of that warranty. Furthermore, I believe all of that is a moot point because I have a warranty through HWA to cover such repairs and I read that all parts and components are covered for my refrigerator repair. I believe it was also stated in the previous reply from HWA what I owe on this repair. If I order the parts, I pay for the parts. I looked it up. I see a price tag of approximately $400, and that is just an estimate since there are different parts I imagine depending on the refrigerator year and model. I also owe a little over $70 to the technician, which I stated I would pay. Under my HWA warranty, I thought this was a covered repair (parts and components). Please advise.

On Wed, Sep 14, 2022, 6:07 PM ************************* <*****************> wrote:
This is not accurate. I was put on hold during one of my many calls and told that the part was being ordered on my behalf. I have never been told what parts (by part numbers) to order. In fact, I was told that the parts were being ordered for me and that *** would call me back in 24 hours to let me know the status of my order. That is what I have been waiting for and what I was calling about. There should be an accounting of these conversations in the recordings of my calls. I am accurate in my account of what has transpired and what I am saying could be verified in the recordings of my calls. This is my 2nd claim issue with *** and I have absolutely no reason to lie. It serves me and my family absolutely no service to sit back and do nothing when we don't have a working refrigerator right now. Please verify what I am saying. I will pay the amount due for the parts, but as previously stated, I don't know what parts to order, how to order them, and once again, I was told they were being order only behalf.
I see that there is no response from HWA regarding the poor service I have received and no accountability for their actions, or lack thereof.
I am not satisfied with the reply from ***, and at the very least, the professional technician, hired by them, should know what I need to order and should be able to tell me what to order. Quite frankly, if I was adept at all of this, I would not need HWA and I could contract directly with someone to get repairs done.
I am still seeking a resolution.

Regards,

*************************
Business Response
Date: 09/20/2022
Dear **********************:

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

*** has approved repair of the refrigerator, however, based upon the model number of the customer's refrigerator ************/AA), the unit is currently under the ******* manufacturer's warranty for failures related to the compressor. The customer can contact ******* directly at **************.
Please refer to section 12 under Limits of Liability of the *** User Agreement which states, We are not responsible for repairs of systems or components covered under a manufacturers warranty. Our responsibilities will be secondary to any manufacturer or suppliers warranty or other extended or in-home service contracts that exist for the covered systems, components,and appliances.
As such, *** authorized funds to the technician for the cost of labor to complete the repair and advised the customer of non-covered charges in the amount of $76.43 for the cost of replacing the filter drier, which is a modification necessitated by replacement.
On September 20, 2022, *** contacted the technician and he confirmed that the customer is required to contact ******* as the unit is under the manufacturer warranty and any part required for repair would need to be facilitated by the owner of the refrigerator based on the terms and conditions of *******s warranty.
*** requests this matter be closed.
Sincerely,
The *** Team
Customer Answer
Date: 09/22/2022

Complaint: 18024172

I am rejecting this response because:I received the message from *** and reached out to ******* regarding my refrigerator and the warranty that *** says I have. Thank you HWA for giving me the information that I requested to reach out to *******.
I have attached the screenshots from the ******* service representative, Service Quick, and a screenshot of the email from *******, both indicating that my refrigerator is out of warranty. As I have previously stated, I do not have a warranty through ******* for my refrigerator, and it is now confirmed by *******. I would sincerely hope that now, almost 2 weeks after my initial request to have my refrigerator repaired, that you will follow through with your contract with me.
Please let me know when this can be scheduled.

Regards,

*************************
Business Response
Date: 09/27/2022
Dear **********************:
In light of the above information provided by the customer, *** has offered the customer a buyout offer in the amount of $566.00 in lieu of repair or replacement of the unit.
At this time, the customer must either agree or appeal the buyout offer. If the customer appeals the offer, a Case Manager will be assigned to further discuss the claim accordingly.
HWA requests this matter be closed.
Sincerely,
The HWA Team
Customer Answer
Date: 09/29/2022

Complaint: 18024172

I am rejecting this response because:
I received the email regarding the offer of a $566 ****** Egift card to use toward the purchase of a new refrigerator. I completed the link to accept the offer and a message popped up stating that it could be up to 30 days to receive the ****** Egift card from HWA. HWA should have in their system that I accepted the offer yesterday. I also took screenshots of each screen to document the process of accepting it.
After this difficult process, I am thankful to finally have correspondence from HWA that states we have reached a resolution by way of me receiving a ****** Egift card in the amount of $566. I am anxiously awaiting receipt of the e-gift card so there is a true resolution on my end and my family will once again have a functioning refrigerator.

Regards,

*************************
Business Response
Date: 09/29/2022
Dear **********************:
Our records indicate that the customer accepted the buyout offer of $566.00 on September 27, 2022. At this time the ****** eGift card is currently processing which may take up to 30 days.
HWA requests this matter be closed accordingly.
Sincerely,
The HWA Team
Customer Answer
Date: 09/30/2022

Complaint: 18024172

I am rejecting this response because:I do not know how the BBB typically proceeds from this point, but I believe that this complaint is not fully resolved. I trusted that if I did the right thing from the beginning, then *** would honor their contract with me from the beginning. That has not been the case. While I am happy that *** has finally acknowledged my complaint, I am not assured of a full resolution until I have received the ****** e-gift card. Contrary to the last correspondence from ***, given all that had transpired, I believe that the resolution is not in me accepting the offer, it is when I actually receive the goods promised. If *** wishes for this matter to be closed, they should expedite the electronic delivery of the gift card to me. It is only then that I am assured that we have reached a true resolution.

Regards,

*************************
Business Response
Date: 09/30/2022
Dear **********************:
*** is sorry to hear of the customer's continued frustrations.
At this time the ****** eGift card is currently processing which can take up to 30 days.
As a goodwill gesture, *** is pleased to offer the customer a check in lieu of the ****** eGift card. Should the customer wish to accept, the check will be issued to the customer on or about Tuesday, October 4, 2022. Please confirm your acceptance by contacting ************ at *******************************************.
Sincerely,
The HWA Team
Initial Complaint
Date:09/13/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My A/C unit went out on 7/4/22. I called HWA on 7/7/22. They sent someone out about week later to access the issue. I have not heard anything for about 6 weeks. I called constantly, they were saying that they were reaching out to this third party individual to get an itemized list for the price he had given HWA , which was around $1,200.00 for repairs. He never sent it and they never said anything else. So I called and suggested that they send someone else out. They did, on 8/13/22. Its been a month and I have not heard anything back. And again, they are waiting on a itemized list for the quote. So, Im thinking its not the third parties, its HWA. I want my money deductible back of ******. I have been house for three months, hot, my son and I were dealing with sinuses issues. The hot stuffiness of the house did not help. HWA DONT CARE! I had to send my granddaughter home because it was too hot.
Business Response
Date: 09/15/2022
Dear **********************:
Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 3687448).
On July 7, 2022, the customer placed a claim for the air conditioning stating it is making loud noise. *** dispatched GMH ******************************** to submit the diagnosis. Upon inspection, *** approved replacement of the compressor, however the technician failed to provide information regarding the warranty exchange fee as the compressor is covered under the manufacturer's warranty.
On August 12, 2022, *** waived the service call fee and reassigned the claim to H&Q Heating and Cooling to submit their diagnosis. Upon inspection, *** again approved replacement of the compressor and awaited details from the technician regarding the warranty exchange process.
On September 15, 2022, *** advised the customer that the technician has been authorized to complete the repair and that there are non-covered charges due to the technician in the amount of $375.00 to account for the modifications necessitated by replacement.
Please refer to section 43 under "Exclusions" of the *** User Agreement which states, "We are not responsible for providing upgrades, components, parts or equipment required due to the incompatibility of the existing equipment with the replacement system, appliance or component/part, including but not limited to SEER standard, R-410A and/or 7.7 HSPF or higher compliant, as well as any other efficiency required by federal, state, or local governments."
The technician will schedule a repair appointment with the customer upon receipt the replacement equipment accordingly.
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:09/13/2022
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.
Hello,I was in a monthly contract with Home Warranty of America, and the current cost was $101.24 paid monthly. After continual poor customer service I decided to cancel my policy. At the time I had three open claims not fulfilled by ***, and the policy was still active until 10-06-2022. The cancellation date was 09-13-2022. At this time they closed my existing claims and provided not reimbursement for the time remaining. I was also told no more claims would be allowed. A proper resolution would be for the repairs to be serviced and reimbursement given for the time not covered.Sincerely,*****************************
Business Response
Date: 09/14/2022
Dear **********************:
Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding policy refund and claim service.
On September 13, 2022, the customer processed a cancellation of the policy and therefore any active claims requiring service were subsequently cancelled accordingly.
As the monthly policyholder, the customer did not prepay for coverage and therefore, upon policy cancellation, a refund will not be issued to the customer.
Nevertheless, as a goodwill gesture, *** is pleased to offer the customer a refund for September's charges in the amount of $101.17. 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: 09/14/2022
[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,

*****************************

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