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:08/31/2022

  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.

  in july i had contacted them about my washing machine they had sent ***** which digionsed it and said they would be back in 2 weeks to fix it . was told they would send 2 guys because they had to move the dryer to get to the washer which is in a tight spot. A ***** man comes to my home and i said i thought they were going to send 2 guys to move the dryer he looks in my laundry room to see if he can do it himself and says let me call and see where the other guy is and he gets in the car takes off. i call my hwa told them what happened and they rescule me for the following week . Couple days before my appointment they rescued again which was done 3 times to me i call my warranty company and at that time its been a month and 1/2 with no washer I Ask if they can send my another company which i do have the parts that been sitting at my home since ***** send them . They send a company called razzor to my home and he calls them and they tell him he cant do the repair they will not pay him. Hwa send him to my home why arent they paying him I call back and they tell him to go back to my home to repair it he does and says he need some parts Get an email last friday saying they need to replace the unit because its close to 600 dollars, I get another email saying they want to give me 327 something like that to get another washing machine. What is that where will i get another washing machine for that money which it cost over 700 with out tax delivery and set up ect. I call back and told i have a case manger so wait for his call wait no one calls today wen 8/31 i get a call from a very rude lady called ******* i ask her why are they doing this to me explain i said i just want my washing machine fix she tells me that's not happening cause it cost over 500 ti fix it eith i take the check or gc for 323 or 327 I tell her that's not fair i don't understand how that is replacing my unit i said can we just fix it she was so rude said no i send you a check h help

  Business Response

  Date: 09/01/2022

  Dear **********************: 

  Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the washer claim (claim no. 3806764)

  On July 12, 2022, the customer placed a claim for the washer stating that it is not spinning properly. *** dispatched Razor Sharp Appliance Repair to submit the diagnosis. Upon inspection, *** approved replacement with a buyout offer of $343.00. 

  Please refer to section 14 under the '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." 

  The customer submitted an appeal to the claim determination and ultimately agreed to accept the buyout offer of $343.00. 

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer an increase in the buyout offer from $343.00 to $500.00.  Should the customer wish to accept the increased offer, please contact ************ at *******************************************.  Please allow 30 days check 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

  [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:08/30/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** has refused to honor their agreement. They have continually refused to replace an HVAC unit against the recommendation of three separate companies. They continued to reassign the claim to be vendors when they would recommend replacement. Once they finally gave me authorization to use an outside vendor they delayed processing and never gave approval. When I went ahead and had the work completed, they denied my claim because they hadnt provided final approval. We had been without a working unit for almost a year and were experiencing a dangerous heat wave so I had to move forward for the comfort and safety of my family.

  Business Response

  Date: 08/31/2022

  Dear **********************: 

  Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 2758432). 

  On May 25, 2022, the customer submitted a claim for the air conditioner stating that it is not cooling properly.  The customer also indicated that the claim is in relation to a prior claim submitted in August 2021. 

  *** offered the customer the option of using a technician of their choosing to submit the diagnosis for claim evaluation.  Upon inspection, it was reported that the evaporator coil is leaking and recommended full replacement. 

  Our most recent records indicate that the customer opted to have the air conditioner replaced without prior authorization.  Please refer to section 2 under ****************** of the *** User Agreement which states, "We will not reimburse for any services performed without Our prior approval."

  Nevertheless, as a goodwill gesture, *** is pleased to evaluate the claim for potential reimbursement upon receipt of a paid invoice indicating repair completion.  Please forward the invoice 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 *** Team 

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/23 I called HWA to file a claim on my water heater that is not working correctly. over 4 weeks they have sent over 3 plumbers - two of which I paid $75 for the visit. Each time the plumber tells me the unit is faulty and needs replacement and leaves without repairing the unit - as it is irreparable. They and I alert ***, yet *** refuses to stand my their Warrany. I have called 2-3 times per week over the past 64 days and each time they tell me it will be resolved in **** hours. Its been 64 days. It is unbelievable! All the while I have no hot water.

  Business Response

  Date: 08/31/2022

  Dear **********************: 

  Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the water heater claim (claim no. 3416047). 

  On June 24, 2022, the customer placed a claim for the water heater stating that there is no hot water. *** dispatched several technicians to submit the diagnosis, however they unable to keep appointments due to scheduling conflicts. 

  On August 29, 2022, the customer contacted *** indicating that the repair was completed with their own technician and requested reimbursement in the amount of $165.00.  

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

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer reimbursement upon receipt of a paid invoice indicating repair completion.  Please forward the invoice 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 *** Team 

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July, my fiance and I purchased a home warranty through Home Warranty of America. We have lived in the house under warranty for a month. Recently, our HVAC broke and so we filed a claim. We have attempted to call and email our case managers, PLURAL, innumerable times within the past two weeks and have not once heard back from any of them. They have given us a fake phone number. Anytime we try to call one of the direct phone numbers given to us, it immediately goes to voicemail. When speaking to their customer service line, they promise they'll have the case manager call us later that day, but they never do.

  Business Response

  Date: 08/31/2022

  Dear **********************: 

  Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 4582578). 

  On August 16, 2022, the customer placed a claim for the air conditioner stating that it is not cooling properly. HWA dispatched Crawfords Heat & Air to submit the diagnosis. Upon inspection, it was reported that compressor shorted to ground due to a power surge.  The technician also noted that the customer indicated that "they lost power to a portion of the home; when they flipped breaker back on AC wouldn't come on."

  HWA issued the claim determination stating, "It has been determined that the system has suffered a severe electrical surge that has caused the failure of the condenser. Surges are not normal wear and tear as they do not occur through normal use of the system. 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 determination and spoke with the Case Manager who indicated that the claim will remain non-covered and submitted a new claim for the electrical system.  Upon inspection of the electrical system, the assigned technician stated, "The A/C compressor failed due to old age; and when it shorted out, it tripped the main breaker. Then the customer went into the garage in the middle of the night to reset the breaker, and while they were doing that, they accidentally loosened the breaker, causing their power problems."

  As such, *** has overturned the claim the determination with respect to the air conditioner. At this time, the customer should await correspondence from HWA with approval details. 

  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:08/26/2022

  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.

  Follow up complaint to my last complaint. This company continues to disappoint. It is now TWO months since my original claim was made. I have had to speak with phone reps numerous times because everything they say and do contradicts what I'm being told. The last person I spoke to told me we had 30 days to make a decision on our decision which at first we didn't even know what that entailed. Then we are informed we have to pay 4 thousand dollars for an entirely new AC. The whole reason I have a home warranty is because I cannot afford that kind of money. We have not been updated on what type of system it is or brand or anything to even research if we are getting ripped off. I want to get a trusted technician to do the work and have the company reimburse but now they are once again going back on their word saying they cannot do it when I just spoke to a woman who said I still had the option for the remaining 30 days.

  Business Response

  Date: 08/31/2022

  Dear **********************: 

  Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 4229151). 

  Our most recent records indicate that 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. 

  HWA will issue the claim determination upon receipt of the diagnosis from the customer accordingly. 

  HWA requests this matter be closed. 

  Sincerely, 

  The HWA Team 

• Initial Complaint

  Date:08/26/2022

  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.

  I attempted to contact Home Warranty of America around Christmas time when my blower motor broke on my heating unit. I had a very difficult time getting anyone to answer the phone and when people did they would repeatedly hang up on me. Also, the login information for my online account was changed by their company and there was no way to rectify that situation without speaking to someone. In August I attempted to contact *** to notify them I did not want to continue coverage. I called their number for customer service and it kept hanging up on me saying no one was available and to call back when they were open, but I was well within the open time period. I then attempted to call their sales/claims department and I needed to leave a message since no one answered. When someone called me back they called me from a complete different number from a company called CHOICE HOME. I explained that I was trying to cancel my coverage and the man **** said I needed to speak to their counseling department who he said did not start till 8:30. I said it was 8:28 and is it possible they were in and he put me on hold to check. He said they were in and that he would transfer me. Then he hung up on me. My contract ID on the paperwork they sent me does not match the contract ID on their website and the login changed once again so I struggled to access my account. No where on the website does it allow me to cancel the service. Also, the payment they take out of my account is different from the amount listed on my contract they sent me in the mail.I discussed the situation with my bank and they agreed that this sounds like a fraudulent company that *** have changed hands at some point. I am concerned I have been scammed and am unable to cease service with a company taking my money without providing any service.

  Business Response

  Date: 08/31/2022

  Dear **********************: 

  Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding their policy (policy no.  IL03-SA01934870). 

  Based on the customer's request, *** has processed a cancellation of their policy effective immediately. No additional monies will be debited from the customer's account. 

  HWA requests this matter be closed. 

  Sincerely, 

  The HWA Team 

   

   

   

• Initial Complaint

  Date:08/25/2022

  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 with this company. They denied a claim and I sent photos to support claim. Again, I was denied as they stated area was not in living space; however, it is. They then said claim approved. I was told it would be corrected and someone would reach out to me to fix. I had given $75 to have a plumber who this company assigned. . They said same plumber would be back out and $75 would be waived. It is now over a month and issue not corrected. I have made numerous attempts to contact my case manager there, *************************, ********************************* with NO response.

  Business Response

  Date: 08/26/2022

  Dear **********************: 

  Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the plumbing system claim (claim no. 3795850). 

  On July 12, 2022, the customer submitted a claim for the plumbing system stating that a pipe is leaking. HWA dispatched ***** Home Improvement to submit the diagnosis. Upon inspection, it was reported that the outside faucet is leaking. 

  HWA issued the claim determination stating, "It has been determined that the outside faucet needs to be replaced. This is not a service provided under the user agreement. Please refer to your terms and conditions section Home Owner number 1; we list examples of components not covered; to assist Your understanding of this Contract. The examples of not covered; components are not exhaustive. The system/item is not covered under your contract."

  The customer submitted an appeal to the claim determination and forwarded photos of the spigot indicating that the leak is in the basement of the customer's home.  HWA overturned the claim determination and authorized the technician to complete the repair. 

  On August 25, 2022, the customer contacted HWA advising that the repair has not been completed. *** contacted the technician and advised that the claim was overturned, provided him with the authorization for repair, and scheduled an appointment for repair completion on September 1, 2022 at 8AM.  

  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: 08/26/2022

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

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We sold our home in August of 2020. At the time, we had a policy with Home Warranty of America (HWA) for $65 a month. I called to cancel the policy at the time we closed on the sale of our home. We are now in August of 2022 and after combing through our financial records, I have discovered that we've been charged each month for the policy on our old home. Apparently the company didn't cancel the policy. Upon calling to resolve the matter, I was very rudely told that they had no record of us being charged each month because there is no credit card on file. I politely informed them that our payments were on auto-draft from our bank account and I have proof that we have indeed been charged each month for the last 2 years for a policy on a home we no longer own. The only refund the employee would issue is for the last three months. When I asked to speak to a superior she informed me that there is no one above her. This is just absurd. We are owed close to $2000 now and the fact that this company won't even attempt to resolve the issue is sickening and frustrating.

  Business Response

  Date: 09/01/2022

  Dear **********************: 

  
  Home Warranty of America (***) apologizes for any frustration the customer may have experienced regarding their claim.
  
  HWA was no the obligor of the contract on the day the claim was filed, and we have asked the obligor to contact the customer for resolution. 
  
  Thank you for being a valued customer of ********************.
  
  Sincerely,
  
  The HWA Team

• Initial Complaint

  Date:08/24/2022

  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 purchased a house in Jan 2022, the seller Purchased a the warranty for Home Warranty of America. this is their website HWAhomewarranty.com. They are awful to deal with. I called about a dishwasher claim on June 15th 2022. I had to pay a ****** deductible for the service call from ****** The guy who came out said he would order the part and come back and put it in. Two weeks later he comes out to install the part it is the wrong part. So he order's a new part, a week and half later puts the part in. It is still not working, I call HWA and tell them I want someone to fix my dishwasher. They give me another repairmen number it took a week for them to find another. So I call **** he tells me I have to pay another deductible. I called *** they said to pay the second ***** deductible and I will reimbursed. **** says the dishwasher can not be fixed. HWA will only give $247.00 in a check to buy a new dishwasher, keep in mind I already paid ****** in deductibles. Or a ***** gift card $357.00, This has been going on since June13th, they wont call me back or give me a supervisor or case manager to file a complaint. When I finally talked to a ***** she told me she would call the **** and find why he charged me the second ******. I took six emails and 4 phone calls before she called me back. ***** told more me or less I was s*** out of luck . So a warranty to replace appliances when they break, you receive $47.00 and the worse customer service I have ever encountered. It is now August 24th and she called me yesterday. *** is a scam and a fraud, with the worse employees.

  Business Response

  Date: 08/25/2022

  Dear **********************: 

  Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the dishwasher claim (claim no. 3218203). 

  On June 16, 2022, the customer placed a claim for the dishwasher stating that it is not advancing through cycles. HWA dispatched *********************** to submit the diagnosis. Upon inspection, *** approved the claim, however the technician failed to complete the repair. 

  As such, *** reassigned the claim to ASAP Appliance to submit their diagnosis. Upon inspection, *** approved replacement with a buyout offer of $246.00. 

  The customer appealed the buyout offer and the Case Manager increased the offer to $357.00 which was accepted.  Our most recent records indicate that the ****** eGift card was issued on or about August 18, 2022. 

  HWA has also issued a check to the customer in the amount of $100.00 as reimbursement for the initial service call fee.  Please allow 30 days processing. 

  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:08/24/2022

  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.

  Breaker in garage kept tripping off. Called home warranty of America on May 21 2022. They sent a electrician out on the 24th turned the breaker back on said he couldnt find anything wrong. When he left the breaker tripped again . Called him and he just left and told him and he said he wasnt coming back because it was to late, I had paid him the $100 fee.The claim was reassigned and another electrician came out on the 22nd of June. He wasnt sure how to fix it, would have to talk to someone about it. He never came back. I have been waiting since May 21st of 2022 to get this fixed. I continue to open this double garage door by hand and am in my 70s. I want my $100 back plus the $600 for the price of the warranty so I can get someone else.

  Business Response

  Date: 08/25/2022

  Dear **********************: 

  Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the electrical system claim (claim no. 2688727). 

  Our most recent records indicate that a technician was at the customer's home to submit an updated diagnosis on August 22, 2022.   At this time *** is requesting more information from the technician in order to issue the claim determination. 

  With respect to the the customer's request for a full refund of the policy with cancellation, please refer to the *** User Agreement under 'Cancellation ' which states, "You may cancel this Contract at any time. If You cancel this Contract within the first 30 days of the Coverage Period
  and no claims have been made, You are entitled to a full refund of the cost of this Contract. If You cancel this Contract within the first 30 days of the Coverage Period and a claim has been made or if this Contract is cancelled after 30 days from the Coverage Period Start Date, You will be entitled to a pro rata refund of the Contract Fee You paid for the unexpired term, less any actual Service costs incurred by Us and an administrative fee of the lesser of $30 or 10% of the Contract Fee. If Listing Coverage is cancelled after service has been performed, and the Contract Fee has not yet been paid, You will be responsible for purchase of the Contract, or reimbursement to Us of Services incurred,
  whichever is less." 

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer a check in the amount of $100.00 as reimbursement for the service call fee. Along with a partial refund of the policy in the amount of $300.00 upon policy cancellation.  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: 08/29/2022

  
  Complaint: 17761318
  
  I am rejecting this response because:

  I appreciate the quick response of HWA to this BBB complaint,if only they responded as quick with other matters.

  
  Yes, a technician was scheduled for August 22. He did not show up until August 24 (after the BBB complaint was filed). No one called to inform me he was not going to be on time and would in fact be two days late, I assumed he was just a no show. This is nothing new, as their technicians seem to show up when they please regardless of appointments being set.
  Since August 24 the technician has been trying to get a response from HWA to move forward with work and has not received anything back from them. This is the third technician that has been sent to my home for this claim.

  
  I am 73 years old and have been waiting since May ********************** my garage to be fixed. Without electricity, I must physically raise and lower my garage door. IF this issue cannot be resolved, I feel I am due a full refund for their lack of providing services to fix my electrical issue. I am not cancelling out of want (I need the service), I am cancelling as the service level is not being handled as it should, and I will need to purchase a different home warranty. I am happy to work with *** on fixing this issue and would like to move forward with the repair as soon as possible.

  I want to move forward if *** will work with the current technician. If they cannot, I want a full refund.
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 09/02/2022

  Dear **********************: 

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

  Our most recent records indicate that Kangarues **************** diagnosed the system on August 22, 2022, however to date they have failed to submit the diagnosis in order to issue a claim determination. At this time, *** has resubmitted the claim into dispatch for vendor reassignment.  

  Due to the customer's dissatisfaction, in goodwill, CHW is pleased to offer the customer a full refund of the policy premium in the amount of $600.00 upon cancellation of the policy.  Should the customer wish to proceed with cancellation, please contact ************ at *******************************************. 

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 09/05/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will look for the $600.00 refund shortly. 
  
  Regards,
  
  *****************************