Complaints

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

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  Home Warranty of America

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

• 

  Home Warranty of America

  90 Washington Valley Rd Bedminster, NJ 07921-2118

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

• Initial Complaint

  Date:09/12/2022

  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 Platinum Coverage Plan with HWA which covers HVAC systems, and have had this plan for 7+ years. I filed a claim 8/26/2022. ***************************** was assigned and advised of a freon leak and I would need a Air Handler and compressor replacement. The technician advised he would place the order through HWA. After no contact for a few days I contacted Dynamic to follow up and was told to contact ***. *** advised that I will have to pay $800+ for the part and $1200+ for the service. I have contacted HWA numerous times to get a resolution for repair and to explain why I was required to pay when it should be covered under the warranty. I keep getting told a manager would call me with 48 hrs but after 3 full days I called them back and still no resolution. Once again I have been told that a manager will call me. I have had to pay for a hotel stay for the past week b/c it is too hot to stay in a house with no a/c. As of 9/12/2022 I still have no air, no resolution, and still being told to pay $2000+ for a repair that should be covered under my warranty.

  Business Response

  Date: 09/14/2022

  Dear **********************: 

  Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 4817691). 

  On August 27, 2022, the customer placed a claim for the air conditioner stating that it is not cooling properly. *** dispatched Dynamic Heating & Cooling to submit the diagnosis. Upon inspection, it was reported that the unit requires replacement of the evaporator coil with recommendation of full replacement. 

  *** issued the claim determination to the customer stating that the claim has been approved for replacement of the air handler and advised the customer of non-covered charges in the amount of $1,193.75 for the cost of the upgraded condenser and $1,280 for the costs of modifications necessitated by replacement of the air handler. 

  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."

  The customer declined the non-covered charges and spoke with a Case Manager who indicated to the customer that in order to facilitate replacement, the customer would need to agree to pay the non-covered charges as *** is not liable for the costs of modifications and/or upgrades per the policy terms and conditions. 

  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:09/11/2022

  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 had an issue with my electrical. I filed a claim with Home Warranty of America (HWA), who is my home warranty company. The technician did not do a proper evaluation of my issue and it continued. I called *** to tell them the technician was mistaken and I needed someone else to take a look. I was elevated to a customer service supervisor, **********************, who refused to listen and understand my position and interrupted me several times. I would like an apology from this customer service agent and I would like them to send a new technician out to properly diagnose the problem so I can get it fixed.

  Business Response

  Date: 09/14/2022

  Dear **********************: 

  Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the electrical system claim (claim no. 4411860). 

  On August 8, 2022, the customer placed a claim for the electrical system stating that the main breaker tripped which caused an electrical burnt smell.  HWA dispatched 27 ************* to submit the diagnosis. Upon inspection, it was reported that circuit overloaded which caused the coating on the wire to burn.  The technician also recommended the system be upgraded to 200 amps due to the square footage of the home.  

  HWA issued the claim determination stating, "It has been determined that the current breaker size is 125 amps and is failing due to circuit overload. This home requires 200 amps to handle the load. Please refer to your terms and conditions section Standard C; *** is not responsible for damages due to power failure or surge, circuit overload." 

  The customer appealed the claim determination and the customer was offered the option of getting a second opinion at their own expense and submitting the findings for further claim evaluation.  To date, *** has not received the customer's second opinion diagnosis. 

  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:09/08/2022

  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 after several attempts back in May - June to have the warranty send a suggested technician to fix or replace my **** system which never happened I lost out on the $100 for the original technician and never got them to send out another technician to fix or replace, but during the process any appointments were being canceled for an unknown reason leaving me high and dry. After several attempts to work with the home warranty company and sending out a technician(s) I had to call a company on my own and get this issue resolved as the heat was unbearable to live in and the summer was just starting. I had the **** system replaced after a diagnosis from ***************************** saying that the condenser was leaking very badly not holding any pressure, this was after the recommended tech from the home warranty stated he fixed everything... So I had reached out to the home warranty about reimbursement, and they didn't seem to help or want to help. After dozens of phone calls being left on hold and told someone would call back (who would hang up as soon as I answered every time) I decided to move forward as the heat was only getting worse. As of recently I have been reaching out to see if I could get help with the reimbursement process again and now being told many things, such as they need to hear from the company directly about my personal information which is a violation to my privacy as they won't take anything from me. The last phone call I had with **** employee number **** he informed me that the managements resolution was to not help me and I asked to speak with a supervisor again and they say that the request has been made but I'm sure they will just hang up on me again anyway. This has been a very difficult process to be a new homeowner to only be taken advantage of by a home warranty company. I do hope that we can come to some sort of solution that doesn't completely make me broke.

  Business Response

  Date: 09/14/2022

  Dear **********************: 

  Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 2556499). 

  On May 16, 2022, the customer placed a claim for the air conditioner stating that unit is not cooling properly. *** dispatched KO Pro Plumbing and HVAC to submit the diagnosis. Upon inspection, *** approved repair to the wiring, however the repair was not completed. 

  On May 25, 2022, the customer was offered the option of the "Claim Reimbursement Process" which allows the customer to use a technician of their choosing to submit the diagnosis for claim evaluation. The customer accepted the option and received 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 8, 2022, the customer contacted *** requesting reimbursement for the completed repairs.  The customer was advised that *** is not liable for reimbursement as repairs were completed without prior authorization.  Per the "Claim Reimbursement Process" instructions, "Failure to obtain authorization before repairs commence will cause a forfeit of your right to receive reimbursement from ***." 

  Please also 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 paid invoice indicating repair completion.  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:09/08/2022

  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 am in the ** Air Force and in March 22 I found out I was moving to *******. I purchased a home with my fianc and we got to ******* in June 22. On 7 July 22 we filed a claim with HWA Home Warranty of America because our air conditioner was not working properly. It was reaching temperatures of over 85 degrees in our home. After a week, a technician had been assigned to our claim. The original date for the technician to come out was 20 July 22. The technician canceled the day of and we were rescheduled for 27 July. On 27 July the appointment got rescheduled again for 02 August. Again the appointment got rescheduled so my fianc and I decided to go with the reimbursement option that *** provides. We found our own technician to do a diagnosis on our AC unit and he came out ************************************************************************************* a diagnosis attached to the invoice that he gave to us. *** told me that is not enough information. So I got in touch with the technician and got more information which I then submitted to HWA. I have received no responses in over a week. *** has a lack of communication and it seems as though they just do not want to cover the costs of this expense. It has been burning hot in our home during the day time to the point where we are constantly downstairs and cant even sleep in our own bed.

  Business Response

  Date: 09/14/2022

  Dear **********************: 

  Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 370491). 

  On July 7, 2022, the customer placed a claim for the air conditioner stating that it is not cooling properly. *** assigned the claim to At Work For You, however the failed to keep the appointment and therefore the customer was offered the option of the "Claim Reimbursement Process" which allows the customer to use a technician of their choosing to submit the diagnosis for claim evaluation. 

  On August 30, 2022, the customer submitted the technician's invoice which indicted the cost of the service call fee, however the invoice did not indicate the cause of failure.  Per the technician's invoice, "Due to abnormal pressure readings, further diagnostics are needed to determine the cause of the issue. Pressures indicate there is possibly multiple issues." As such, *** requested that the technician forward his complete diagnosis in order to issue a claim determination.  

  On September 8, 2022, the customer contacted HWA requesting to submit the diagnosis and was advised that a new claim is required to be opened as the claim has been open over 30 days.  

  On September 8, 2022, the customer placed a new claim for the air conditioner (claim no. 5025243). The customer resubmitted the invoice and was again advised that in order to issue a claim determination, the technician must submit the full diagnosis indicating a cause of failure.  To date, HWA has not received the diagnosis. 

  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:09/07/2022

  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.

  on August 18th 2022, I filed three claims with the Company, one for the dishwasher, one for the stove and one for the toilet in the guest bathroom.The plumber came out the same day of the service and was extremely shady based on the multiple phone calls from him and demanding cash for the service call. The repair work was shotty and a quick fix band-aid at best.The toilet was loose and wobbly with a possible leak from the base @ the floor. The "plumber" placed wedges between the toilet and the floor to stabilized the toilet from rocking. I have been told by more than one person, this action could and possible cause an issue with the wax seal. The "plumber" then place silicone caulking around the base of the toilet to conceal any future leaks. I mentioned maybe wanting to replace the toilet in the future and he claimed that will hold until you are ready to replace the toilet and to call him directly to replace the toilet and he would do it himself away from the company and swat from the warranty for $120.00. Soliciting additional work for himself.The company claimed to do a recall and have the plumber come back out to the house to do a recheck. The plumber never showed, claiming he did and rechecked the work and no repairs are needed. which is correct.On the stove and dishwasher, I received notification that the company has received the diagnosis on your claim. It is more cost effective to replace my ****************** than to repair it. The company has offered a settlement of $338 for the stove & $200 something for the dishwasher. The amounts offered won't even cover installation. I have called a number of times to dispute this and I am told the claims manager isn't available til Friday afternoon, this is unacceptable. FYI Lowes cheapest Dishwasher on a labor day sale is $450. My contract clearly states replacement. I would like the company to honor it's contract. there are too many other concerns to list in this limited amount of space. Please Help.

  Business Response

  Date: 09/14/2022

  Dear **********************: 

  Home Warranty of America (***) is sorry to hear of the customer's frustration regarding the dishwasher claim (claim no. 4632132), the cooktop claim (claim no. 4632213), and the plumbing claim (claim no. 4632858). 

  On August 18, 2022, the customer placed a claim for the dishwasher, the cooktop, and the plumbing system.  CHW dispatched Lets Fix It to submit the diagnosis for the cooktop and dishwasher. Upon inspection, *** approved replacement with a buyout offer of $246.00 for the dishwasher and $338.00 for the cooktop. 

  Please refer to section 14 under the Limits of Liability which states, "Cash Option. We reserve the right to offer cash back in lieu of repair or replacement 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 accepted the dishwasher buyout offer and appealed the offer for the cooktop claim which was increased from $338.00 to $595.00.  The increased offer was accepted by the customer on September 8, 2022.  

  As a goodwill gesture, *** is pleased to offer the customer an increase in the buyout offer for the dishwasher from $246.00 to $500.00.  Should the customer wish to accept the proposed offer, please contact ************ at *******************************************.  Please allow 30 days processing from day of acceptance. 

  With respect to the plumbing claim, *** dispatched Mr. ****** ******************* to submit the diagnosis. Upon inspection, the technician reported that the toilet was loose and that he completed repair by tightening the ****** bolts and caulking around the toilet.  

  On August 31, 2022, the customer placed a recall to have the technician return to his home to reinspect the failure.  Upon reinspection, the technician reported that the toilet is working properly.  

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer the option of forwarding the findings from his own technician for further claim evaluation and potential reimbursement.  Please forward your technician's diagnosis to *******************************************.  

  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,
  
  ***************************

• Initial Complaint

  Date:09/06/2022

  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.

  Claim was filed with over 3mths ago. Had to miss 5 days of work because a tech to show up never did finally someone showed up and they have said they will replace the dishwasher. Came back with a incredible low $$ amount. I said wasnt good enough and claim sent to a case mgr. went to there website to set a appt callback and was never called back. Have called the case mgr 3 times and not a answer or callback. Sent email and no reply. Seriously this has been 3mths and 5 days of missed work for a dishwasher issue. All of this ontop of the first claim made earlier this year where I had talked to **** people about getting showerpan fixed everyone said yes its covered till one day a person decided it wasnt covered. This after they were finding repair folks to come and do the work.

  Business Response

  Date: 09/14/2022

  Dear **********************: 

  Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the dishwasher claim (claim no. 2641939). 

  On May 19, 2022, the customer placed a claim for the dishwasher stating that the dishes are not drying. Due to high seasonal demand, the claim was reassigned to several different vendors. Upon inspection of the unit, *** approved replacement with a buyout offer of $246.00.  

  The customer submitted an appeal to the claim determination and the assigned Case Manager increased the buyout offer to $591.00 which was accepted by the customer on September 13, 2022. 

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer a buyout increase from $591.00 to $650.00 to resolve this matter. 

  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:09/06/2022

  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.

  July 19,2022, contacted HWA to file a claim regarding my refrigerator leaking. Note this is the third time they have been called to repair the same issue on this refrigerator over a period of time, which we believe was never repaired as it is having the same issue. Also, stated per contract, that if the product cannot be repaired, it would be replaced. The technician arrived on July 25th to diagnose the issue and advise they will order parts and they will contact us to schedule appointment to install the parts. After not hearing from the technician for several weeks, we contacted *** on Aug 16th to advise the refrigerator is still leaking and causing water damage to my floors and that we had not heard from the technician concerning repairs. We were told by *** that they would escalate the ticket and we should be hearing from the repair shop within ***** hrs. On Aug 29th, after no contact from the repair shop/technician or any HWA updates, we again contacted ***, which said to give them *************************************************** HWA would consider another resolution. We gave HWA 96 hrs (Sept 2) to provide an update on the resolution. We called HWA on Sept 2 and spoke with the representative who stated that he would triple escalate the issue (as this was the third time) only this time with specifics. He stated that we must wait an additional ***** hrs and there was nothing they could do to resolve this issue and we would just have to wait, which is unacceptable as we waited patiently for over a month while the refrigerator is still leaking and causing damage to our floors. Our account with *** is in good standing and we not received the service that we a paying for (communicatively or with the completion of service). At this point in time we are not confident, in HWA or the repair company, to complete the repairs.

  Business Response

  Date: 09/13/2022

  **********************,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding their refrigerator claim (no.: 3948472).
  

  Our most recent records indicate that the customer was offered replacement in the amount of $986.00. The customer declined the offer on September 12, 2022.
  

  Please refer to the terms and conditions section Limits of Liability number 14; Cash Option: We reserve the right to offer cash back in lieu of repair or replacement 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.
  

  Nevertheless, due to the customers continued dissatisfaction HWA is pleased to offer replacement in the amount of $1,250.00. Should the customer choose to accept the offer proposed they may e-mail ******************** at [email protected] is subject to 30 days processing and can be issued in the form of a Lowes ****** Card or a check.
  

  HWA requests this matter be closed.
  

  Thank you,

  The HWA Team

  Customer Answer

  Date: 09/16/2022

  [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:09/06/2022

  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 am paying for the highest plan for HWA. My cooler has not been working for almost 3 months, they came out 7 times and never got it fixed. Last time they came they said they were going to replace it and *** was going to contact me. Still waiting for them to replace it. It is really hard to contact them an the customer service can never provide me with a solution.

  Business Response

  Date: 09/13/2022

  Dear **********************: 

  Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the refrigerator claim (claim no. 17921490). 

  On July 7, 2022, the customer placed the claim for the refrigerator stating that it is not cooling properly. *** dispatched *********************** to submit the diagnosis. Upon inspection, the technician was able to complete the repair the same day. 

  On July 21, 2022, the customer contacted *** requesting the technician return to reinspect the refrigerator as the unit is not cooling properly.  *** recalled *********************** to further diagnosis the unit and forward their updated findings. Upon further inspection, it was reported that the refrigerator requires a new condenser, evaporator, and filter drier.  

  On August 26, 2022, the customer contacted *** advising the repair was completed however the problem still persists.  

  Our most recent records indicate that *********************** is scheduled to reinspect the refrigerator on Friday, September 16. 

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer a a buyout offer in the amount of $986.00 to apply towards the cost of replacing the refrigerator in lieu of repair or replacement of the unit.  Please refer to section 14 under Limits of Liability of the *** User agreement which states, "We reserve the right to offer cash back in lieu of repair or replacement 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." 

  Should the customer wish to accept the offer, 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 *** Team 

  Customer Answer

  Date: 09/23/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/01/2022

  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.

  Claim *******: On May 28th 2022 my garage door spring broke and my car was stuck inside the garage and I was unable to get the vehicle out. I live somewhat rural (car dependent), I only have 1 car and 2 children. It was a Saturday and I called their phone number and after 45 minutes in the hold queue I decided to file the claim online instead. About an hour later I received an update that they assigned the claim to a service provider who would come out in 4 days (Tuesday by 8pm).Being without access to my vehicle for that amount of time was not an acceptable resolution. I called the assigned vendor and it was forwarded to phone number where "voice mail had not been set up yet" so I tried to call *** and was put into the hold queue. After approx 30 minutes of waiting and not yet able to speak to a human I hung up and called a local company to do the repair and filed with *** for reimbursement by uploading the receipt stating all I was seeking was the amount that they would have covered for their network provider - which they declined. I appealed the claim and they declined again stating that they had the "sole right" to assign the service provider. "Your claim was submitted on 05/28/22 and was assigned to DOORS IN MOTION on 05/28/22. On 12/31/69 the technician submitted details pertaining to your system failure. It has been determined that the springs were broken and have already been replaced without prior approval from Choice Home Warranty." Who is Choice Home Warranty? Why are they being mentioned in the *** reply thru the *** website? They "determined" that the springs were broken, a covered component but again refuse to reimburse a reasonable amount. I am bringing this up months after the fact because I now have a water heater claim which they acknowledged is replaceable (component and labor) however I would owe over $1000 for their per-negotiated rate with their vendor - how is that a covered component?

  Business Response

  Date: 09/02/2022

  Dear **********************: 

  Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the garage door claim (claim no. 2824822) and the water heater claim (claim no. 4868931). Please note that *** is a subsidiary ******* of ****** Home Warranty.  

  On May 28, 2022, the customer placed a claim for the garage door stating that 2 springs are worn out.  *** submitted the claim to dispatch, however before the claim was assigned to a vendor, the customer submitted an invoice dated May 28, 2022 indicating that the repair was already completed.  Therefore, the customer elected to have repairs completed before submitting the claim to ***.   

  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."

  The customer appealed the claim determination and the Case Manager advised the customer that the policy requires that the customer submit the diagnosis prior to commencement of repairs.  Please also note that garage door springs are an exclusion under the policy.  Please refer to 'Garage Door Opener' under Standard Coverage of the *** User Agreement.  

  With respect to the water heater claim, the customer submitted the claim on August 30, 2022 stating that the the water heater is leaking. *** dispatched ************* Systems to submit the diagnosis. Upon inspection, *** approved replacement and advised the customer of non-covered charges in the amount of $1,041.00 for the cost of modifications necessitated by replacement.  

  The customer accepted the non-covered charges and the equipment was order accordingly.  

  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."

  As a goodwill gesture, *** is pleased to offer the customer $250.00 to apply towards the cost of the garage door repair. Should the customer wish to accept, please contact ************ at *******************************************.  Please allow 30 days processing from day of acceptance.  

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

  Sincerely, 

  The *** Team 

  Customer Answer

  Date: 09/02/2022

  
  Complaint: 17812100
  
  I am rejecting this response because: The claim (Claim #*******) was submitted to *** before the repair.

  To reiterate - I contacted *** who contracted a service / vendor that would take 4 days to come to do the repair, this time line is clearly stated in the compliant.  Losing access to my car which was trapped in the garage due to the broken springs (a covered component) from Saturday May 28th thru Tuesday ("Tuesday May 31st, 2022 between the hours of 03:00 PM and 08:00 PM" - this is on the *** website) was unacceptable. 

  I tried unsuccessfully to reach a rep at *** and tried to contact the vendor as previously stated in the complaint - this left me no choice but to seek resolution to my situation and submit for reimbursement as the website allows for uploading for reimbursement.

  ***'s defense stating they have the "sole right" to chose the vendor is an assignable "right" and since neither *** nor the vendor were accessible to either reassign the vendor or push the time frame for the repair  - the honorable and equitable thing for *** to do would be to cover the customary cost that would have been charged by your preferred vendor.  AGAIN I AM CONFIRMING - IT WAS ONLY AFTER I REACHED OUT TO ***, HAD *** ASSIGN A VENDOR THAT WOULD HAVE RESULTED IN 4 DAYS WITHOUT MY CAR, AND MY INABILITY TO CONNECT WITH EITHER *** OR THE VENDOR REGARDING THAT DELAY THAT I HIRED A LOCAL COMPANY THAT OFFERED SAME DAY REPAIR. THEN I UPLOADED THE INVOICE AS PERMITTED ON THE *** WEBSITE SEEKING REIMBURSEMENT.
  

   

   

  Regarding Claim #******* a covered replacement of a water heater - my platinum plan includes the water heater.  Page 12 of the contract states, "Water Heater ? Parts and components of gas, tankless, electric, or oil water heaters, including circulating pumps, except: NOT COVERED: solar water heaters or components, fuel, holding or storage tanks, noise, energy management systems, flues and vents, problems resulting from sediment, units exceeding 75 gallons, drain lines and drain
  line components  LIMITATIONS: WE WILL PAY NO MORE THAN $1,000 IN THE AGGREGATE DURING THE COVERAGE PERIOD FOR THE  REPAIR OR REPLACEMENT OF TANKLESS OR OIL WATER HEATERS."

  My system is a traditional 50 gallon natural gas water heater NOT SUBJECT TO THE LIMITATION.  Per the vendor I was provided the replacement model number (*************************** BRG250S6N) which is acceptable however I received an email stating"With this replacement, there will be some non-covered costs you will personally be responsible for.  Please note we have negotiated a flat rate for all non-covered costs with our technicians.  Non covered items can include modifications needed such as duct, copper, drain, or electric to support your new equipment.  The cost to be paid by you is: $1041.00" 

   

  In effect what you have done here is limit the amount *** will pay for installation of the covered component by allowing the vendor to charge egregious rates for minimal modifications based on your "per-negotiated flat rate".  In my case based on the dimensions from the spec sheets  of my old unit (Rheem XG50T06EC38U) and new unit I was told would be installed (*************************** BRG250S6N) I am being asked to pay $1041 for them to remove ~2" of existing pipe  from the existing cold and ********** (2 minutes worth of work?) - which would have been removed to allow the installation of the new unit anyway (and the cost to haul away of the existing unit - $25?), there is no drain modification, the gas supply is at the same standardized height, the vent duct is on a pivot which can accommodate changes and there is NO electric to my gas water heater.  Knowing that i was being gouged for this $1041 I asked the *** rep what my cash out option was and he told me that without rejecting the repair I could not be offered the information about the cash out offer.  This took away my ability to make an informed choice.  I believe it is customary for *** to offer a comparable covered item and installation of a covered component or a cash out offer however in this case i was denied this information.

   

  I am asserting this is a deceptive practice.  Based on the offer made *** covers an $800 water tank (less as they get them wholesale) presumably offer the installer an insignificant amount to install the unit and the insured covers the $100 diagnosis + $1041 in "non covered components" which is payable to the vendor and provides the incentive for this deceptive practice to continue.

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

  Business Response

  Date: 09/09/2022

  Dear **********************: 

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

  With respect to the garage door claim, *** has issued payment to the customer in the amount of $350.00 as partial reimbursement for the repair. Please allow 30 days processing. 

  On September 9, 2022, an HWA Consumer Advocate contacted the customer regarding the water heater repair to which the customer advised that he has since moved forward with having the water heater replaced using ************** and has negotiated with the technician to reduce the non-covered charges.

  In goodwill, we requested that the customer forward a copy of the itemized paid invoice indicating repair completion in order to review for potential reimbursement.  

  HWA requests this matter be closed. 

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 09/22/2022

  [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.  In addition to reimbursing some of the covered garage door parts/ labor  *** agreed to reimburse the pre-negotiated expenses for the water heater replacement.

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

• Initial Complaint

  Date:08/31/2022

  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 Furnace which is covered on my home warranty started making a noise when I turned it on first night it was 62 degree. I filed a claim, they sent a technician from my area here and he said they were questioning him and he had had trouble with them not paying previously. He said they were not cooperative and he would not work with the, They had to reassign the case and now they accepted the job but the company is wanting to pay half. Instead of me being out my deductible they want me to pay half. I set up two 15 minute phone appts and have failed to settle the difference. I have the highest coverage, that covers the most and they want to deny the ductwork to connect the new furnace, even though I have ductwork covered. Its a mess and zi am soon to be 66 years old and I fear I wont have heat. My contract covers all, my tech invoice says there are no modifications but the company says they have a dif invoice but will not send me a copy.

  Business Response

  Date: 09/01/2022

  Dear **********************: 

  Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the heating system claim (claim no. 4661283). 

  On August 19, 2022, the customer submitted a claim for the heating system stating that it is not working properly. *** dispatched AAA+ HVAC Service to submit the diagnosis. Upon inspection, it was reported that the heat exchanger is cracked and requires a complete upgrade due to the age of the unit.  

  On August 23, 2022, the customer received correspondence from *** advising that the claim has been approved, however there are non-covered charges due to the technician in the amount of $1,780.00 for the cost of modifications and upgrades 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."

  Please see the breakdown of the non-covered charges below: 

  25 FT. CO VENT PIPE DOUBLE WALLED $300.00
  FIRE CAULKING $20.00
  18" TAPS $40.00
  18" FLEX DUCTLINE $250.00
  18" ADJUSTABLE 90 DEGREE TAP $30.00
  14" X 8" SQUARE TO ROAD $30.00
  18" X 8" SQUARE TO ROUND $30.00
  12" TAPS $40.00
  16" TAPS $40.00
  12" FLEX DUCTLINE $180.00
  16" FLEX DUCTLINE $200.00
  CONDENSATE PUMP $100.00
  35 FT PVC DRAINLINE PLUS FITTINGS AND TRAP $65.00
  1/2" FLEX GAS LINE X 6 FT $65.00
  SHEET DUCT BOARD $65.00
  COPPER CONNECTIONS $25.00
  ELECTRICAL CONNECTIONS AND THERMOSTAT WIRE $50.00
  DISCONNECT BOX $250.00

  Total Non-Covered $1,780.00

  The customer much agree to pay the non-covered charges in order to proceed with repair completion.  

  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: 09/01/2022

  
  Complaint: 17808515
  
  I am rejecting this response because: She failed to provide under FAILS provided by AAA HVACR company They are listed:  1. Cracked Heat

  Exchanger 2. Belted ************ bad. 3.  Cracked CO Vent. 4.  Bad Condensate Pump.      According to my contract in hand, under Heating

  System/Furnace :  All components and parts necessary for operation of the system, including heat pumps which heat and cool the house.  Under Not

  Covered:  baseboard casing, oil storage tanks, portable units, solar etc., but does NOT exclude any listed parts on my unit.  Under DUCT WORK

  Covered, my coverage includes, Duct Work from heating to points of attachment at Register and Grills!  The exclusions/limitations are talking about 

  structural components and not going through walls and floors, baseboards and outside underground piping.  
  

      On Invoice it also explains by AAA, (duct attachment does not include modification, lengthen, or altering the ductwork, this includes only 

  attaching the unit to the existing duct system).    They are not paying for #2 ****** pipe which is a fail as listed, nor #** which is the Condensate 

  Pipe, another fail.  Their phone rep said they did not have these fails listed so I asked can you fax me her invoice because mine had them listed  She 

  again refused  I was also told all these were modifications, and  they are not. I asked why are the tape, connectors etc not covered because that is 

  part of the all components  and parts necessary for the operation of the unit, listed on my contract.  AAA cant just bring it in a sit it down and not

  hook it up.  I have asked countless times to speak to a supervisor or anyone else and told NO.  Asked for a number for anyone else to speak with

  and that too was denied  I had to schedule both 15 minute phone calls days apart to be able to talk to ************* (sp)  I have had Home 
  

  Warranties for years now, reupping a 3 year contract with HWA, which Choice is now merged with, if I understand correctly.  I have always

  paid the premiums, when something happens I pay the deductible and per contract, it is repaired or replaced  NEVER been told I only have partial

  coverage.  Please advise where to fax supporting documents which include my contract and the whole Invoice from AAA that supports my claim.

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

  Business Response

  Date: 09/09/2022

  Dear **********************: 

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

  The items listed in the breakdown provided are required in order to reattach the ductwork to the existing system along with other modifications required with replacement.  As the claim is listed under heating system,these items are considered modifications as the failure is to the cracked heat exchanger.  

  As a goodwill gesture, *** is pleased to offer the customer $890.00 towards the cost of repair which represents half of the cost of the non-covered charges.  Should the customer wish to accept, please contact ************ at *******************************************. 

  HWA has abided by the terms of the policy and requests this matter be closed. 

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 09/21/2022

  
  Complaint: 17808515
  
  I am rejecting this response because: The invoice clearly states NO MODIFICATIONS and in my contract under coverage under Furnace it states, All components and parts necessary in order to get the furnace properly running, and I have ductwork coverage which reads, ductwork covered from furnace to grills or vents. AND, the labor to remove old furnace and set up new one is $250 which is ridiculous. I asked if they remove it and set the new one in its place what are they connecting it to and with what. I have been lied to continuously and told NO MODIFICATIONS are on invoice and I have the invoice to prove this is a lie. I have paid my premiums and deductible and expect the rest of the $4,000 to be paid. I called in as a new customer and was told exactly what I know was true. Pay premiums and the deductible and that is all the out of pocket you have. I repeated this and *******, confirmed. Stop selling the lie or honor the contract. I have used home warranties before so I know how they work.  This is the first time I have ever had a company so flagrantly intent on ripping off their customer. But keep selling lies. I am adamant and have also filed complaints to the Attorney General of **, ****************** Services and will continue to contact any and all sources to and including going to court.  Seniors on a fixed income and others need to be protected from scammers.  
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/27/2022

  Dear **********************: 

  As previously stated, this is not a duct work claim.  The claim was submitted under heating system and therefore any modifications required to the duct work with replacement of the furnace is considered a modification. 

  In goodwill, *** offered the customer $890.00 towards the cost of repair, which represents half of the cost of the non-covered charges, however the offer was declined. 

  Please refer to Resolution of Disputes should the customer wish to pursue their complaint further as nothing further can be offered. 

  HWA requests this matter be closed as we have stepped outside of policy requirements in order to resolve the customer's complaint. 

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 09/28/2022

  
  Complaint: 17808515
  
  I am rejecting this response because: I have  ductwork coverage which states under DUCTWORK it is to attach furnace to grill or vent. Nitpicking this is nefarious and fraud.  This is common sense and I would believe that with a new furnace anyone would KNOW the ductwork is needed to ATTACH furnace to grill and vents from furnace. This is ridiculous and the temperature was 43 this morning. If company knows I have ductwork coverage and it states under FURNACE coverage it includes ALL COMPONENTS AND PARTs!!!!  Please stop this nonsense and do the right thing. Thanks. 
  
  
  
  Regards,
  
  ***********************