Business Profile

Home Warranty Plans

Home Warranty of America

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Warranty Plans.

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.
320 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/22/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The company provides a home warranty and has recently been sold by ***** a large insurance company - to a smaller company which has a poor history of customer service. My refrigerator stopped working. *** asked that I get the issue assessed and an estimate before authorizing repair. The vendor found 2 issues - a defrost kit necessary and a door that was not closing properly due to normal wear and tear. *** authorized the first part of the repair but asked for an estimate on the second portion before authorizing which took a few days to procure. *** then asked to verify the issue was caused by normal wear and tear. *** then denied the claim - saying the vendor said the item was "broken" and a door hinge could not be "broken" by normal wear and tear. I had several calls with them explaining that the door closes but not properly, causing items to spoil and the door to creak, but *** insists that anything "broken" is not covered, which is inconsistent with a warranty by definition or the terms of the warranty I was sold. After several calls , I appeal to BBB for your help. In the interim, I get a daily call or email or text from a high pressure salesman suggesting the repair might be covered if I pay to extend the warranty a year, but no guarantees. Upon information and belief, the founder of Choice Home Warranty - the new parent - has been banned by the ** AG from doing business in ******** and is now headquartered in **. We expect this repair to be covered in full. Hopefully this can be resolved quickly and amicably- please advise the company if this is not resolved, we do plan to contact the AG's office to advise on the business practices of Choice Home and HWA and ask for a new investigation of the principles. Thank you.
Business Response
Date: 08/24/2022
Dear **********************:

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

On May 5, 2022, the customer submitted a claim for the refrigerator stating that it is not cooling properly. The customer chose to use a technician of their choosing to submit the diagnosis for claim evaluation.

*** approved repair to the defrost thermostat, however the technician updated the report stating that the door cams are broken and provided a breakdown for the door cam repair. *** issued a claim determination stating that the remainder of the claim will not be covered as it is not a normal wear and tear failure.

Nevertheless, as a goodwill gesture, *** is pleased to offer the customer reimbursement for the cost of repair to the door cams (hinges) upon receipt of a paid invoice. Please forward the paid invoice to *******************************************.

With respect to the customer's request for cancellation of both policies (IL03-SA01955738 & IL03-SA01885765) with a full refund, please refer to the 'Cancellation' section of the *** User Agreement 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."
The customer is not due a refund upon cancellation of their policies based upon ***'s policy terms.
While we regret to hear of the customer's frustrations, *** has abided by the terms of the policy and request this matter be closed.
Sincerely,
The *** Team
Initial Complaint
Date:08/21/2022
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.
I filed a claim 7/26/22 with Home Warranty Of America for my AC unit that was making an extremely loud noise outside. They assigned my claim to **************************** for an appointment 8/2. Before the technician came out, the unit stop working altogether. Technician came out prior to 8/2, diagnosed the issue as the outside unit needing to be replaced due to normal wear & tear. They uploaded everything but put a note that they were unable to perform the replacement due to a manpower issue so the claim was re-assigned to Everyday ********** to come out 8/8. Technician came to the same diagnoses but was unable to upload that diagnosis (what was uploaded on my claim was information for a customer in ********, **) due to the claim being assigned to a previous company & was also unable to upload the photos. Then he went out of town before being able to complete the photo upload so HWA assigned it to a 3rd company (B2S AC Repair) which ******* at HWA in the **************** indicated was to only take the pictures to upload with to the prior diagnoses by Everyday **********. Technician did that and uploaded the pictures on 8/13. Then *** said that the same technician needed to come back out to do both a diagnosis & take pictures which he did on 8/19. On 8/20, I received an email that the claim had been re-assigned to now a 4th company (Texas HVAC Repair) with appointment date of 8/23. When I called, *** indicated that the technician from B2S AC Repair has Covid and is unable to complete the repairs. I asked if Texas HVAC Repair will be completing the repairs on 8/23 and was told no, they will have to do a diagnosis (which will be the 4th ********** ******** photos. This is all taking place during the height of the summer heat in **. We have been patient and accommodating with multiple visits where our lives have to be put on hold waiting for technicians. Internal procedures have to be circumvented at some point so as not to continue to cruelly punish the customer.
Business Response
Date: 08/24/2022
Dear **********************:
Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 4139436).
On July 26, 2022, the customer submitted a claim for the air conditioner stating that the unit is making a loud noise. HWA dispatched ************************************* to submit the diagnosis. Upon inspection, it was reported that the unit requires a compressor, however the technician indicated that he was unable to complete any further repairs. *** then reassigned the claim to Everyday Heat & Air to submit the diagnosis, however they failed to submit their complete findings.
*** reassigned the claim to Texas HVAC Repair to complete the diagnosis. Upon inspection, it was reported that the furnace has no breaker and is improperly wired directly to the main panel.
HWA issued the claim determination stating, "It has been determined that the system is improperly wired. The system is not connected to a shut off system it is wired direct to the panel. The system is in violation of code and is a safety hazard to work on. 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 Case Manager advised the customer that unit has no power switch for shut down and therefore is a code violation. As such, the claim denial stands.
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: 08/24/2022

Complaint: 17748637

I am rejecting this response because:
Home Warranty of America (HWA) fails to mention that they have dragged out this repair for nearly a month and that this was the 4th technician they sent to our house over the last month and they finally received what they wanted -- A reason to deny the claim. The first 3 technicians did not mention anything about the disconnect/wiring and if they had, I would have had it corrected immediately just as I am doing now. To send multiple technicians until they get one of them to point out a reason to deny the claim is unjust, cruel, and down right immoral. I have only had HWA technicians service the unit over the years so this disconnect problem was either there when we bought the house in 2008 or that was done by one of their technicians. The first technician early in August should have pointed that out if it is truly an issue. The missing disconnect has no bearing on the functionality of the unit nor would cause the failure (this is what the last technician told me) and is only a safety measure which is easily fixed. Therefore, the claim can and should be approved by HWA pending the disconnect being repaired.

Regards,

**********************
Business Response
Date: 09/01/2022
Dear **********************:
*** is sorry to hear of the customer's continued frustrations.
Our most recent records indicate that the customer has repaired the wiring issue and the unit is now up to code. As such, *** has reassigned the claim back to Texas HVAC Repair to complete the diagnosis.
The customer has an appointment scheduled for Tuesday, September 6, 2022 between 7-12PM.
HWA will update the claim determination upon receipt of the diagnosis accordingly.
Sincerely,
The HWA Team
Initial Complaint
Date:08/21/2022
Type:Sales and Advertising 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.
Purchase new home, oven not working. Home warranty of America was contacted two months ago, still no solution to this problem. I was schedule nine different times for a tech to come out. Out of the nine appointments, (I had to take off of work each time, I would like to be reimbursed for time lost) only one tech came out and determined unit need to be replace. Home warranty of America decided, to have a second opinion. The case has been reassigned over and over again. This situation has been going on for two months, your assistance is needed. Thanks In Advance.
Business Response
Date: 08/25/2022
Dear **********************:
Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the oven claim (claim no. 3111925).
Our most recent records indicate that the customer has an appointment with ENG Electrical for September 8, 2022 between the hours of ****PM. The technician can be reached at ************ should the customer want to confirm availability for a sooner appointment.
HWA will issue the claim determination upon receipt of the diagnosis from the technician.
HWA requests this matter be closed.
Sincerely,
The HWA Team

Customer Answer
Date: 08/25/2022

Complaint: 17748360

I am rejecting this response because:
The company failed to follow company procedures. I was assign a new case/ appointment this morning at 10:42 pst. What time did Home Warranty of America respond to this complaint? The appointment is scheduled for September 8th, 2022, two weeks away? The company assigned a case manager for this claim. The case manager stated via voicemail, (I will be the only point of contact moving forward, any appointment will come from me). How is it possible to be assigned an appointment without speaking to my case manager? It is going on two weeks, I have not spoken with any one from Home Warranty of America about this claim. The case manager left a voice mail stating, (no more appointments will be made with out my knowledge). I have tried to contact/ email the case manager, the email given is a non-working email. I would like to speak to my case manager to get the claim resolved. This process has been on going for two months, should I have to wait an additional two weeks?

Regards,

****************************
Business Response
Date: 09/02/2022
Dear **********************:
*** apologizes for the customer's continued frustrations.
Due to the unforeseen circumstances in assigning a technician, *** is pleased to offer the customer a check in the amount of $2,500.00 to apply towards the cost of replacing the double wall oven.
Please refer to section 9 of 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."
Should the customer wish to accept, please contact ************ at *******************************************. Please allow 30 days processing from day of acceptance.
Sincerely,
The *** Team
Customer Answer
Date: 09/03/2022
[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:08/19/2022
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.
Ive been waiting over 6 weeks for them to send someone to service my air conditioner
Business Response
Date: 08/24/2022
Dear **********************:
Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 3641296).
Our most recent records indicate that the customer has an appointment on August 24, 2022 with ***************************** between the hours of 7-11AM.
HWA will issue the claim determination upon receipt of the diagnosis accordingly.
HWA requests this matter be closed.
Sincerely,
The HWA Team
Customer Answer
Date: 09/06/2022

Complaint: 17743941

I am rejecting this response because:
From what I understand Holland no showed, just like their previous service person.

Regards,

***************************
Business Response
Date: 09/07/2022
Dear **********************:
*** is sorry to hear of the customer's continued frustrations.
Our most recent records indicate that ***************************** was unable to keep the appointment due to scheduling conflicts.
At this time, *** would like to offer the customer the option of using their own technician to submit the diagnosis for claim evaluation.
Please follow the instructions below to ensure proper claim reimbursement.
1. Reimbursement is only available for covered repairs.
2. You are required to get authorization from HWA before commencement of any repairs.
3. For heating and air conditioning claims photos will be requested. To avoid any delay in
processing your claim, please ensure your Service Provider takes pictures of the name plate
and the inside and outside unit
4. Your technician MUST submit a complete diagnosis online at www.hwaclaims.com.
This department is only open during normal business hours. Failure to obtain authorization
before repairs commence will cause a forfeit of your right to receive reimbursement from HWA.
5. Your Service Fee will be deducted from the total reimbursement amount.
6. Please allow 30 days to receive your check.
Please note that HWA will not reimburse for repairs completed without prior authorization.
HWA requests this matter be closed.
Sincerely,
The HWA Team
Customer Answer
Date: 09/20/2022

Complaint: 17743941

I am rejecting this response because: I told *** in July I dont want to hire anyone and take pictures of AC, have the technician fill out website forms, etc. Please send someone to fix it as required by our contract. Please note this is the second technician that has been sent that had to reschedule the service.

Regards,

***************************
Business Response
Date: 09/27/2022
Dear **********************:
*** has returned the claim to dispatch for vendor reassignment.
HWA will issue the claim determination upon receipt of the technician's diagnosis accordingly.
Sincerely,
The HWA Team
Initial Complaint
Date:08/19/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The contractors that this compra y uses are unqualified and unprofessional. I had an issue with a furnace and called Hwa, they sent somebody out and said I needed a new furnace. A couple weeks went by and it was impossible to get a hold of that company. But they finally came and installed a new furnace. Well, they did not change the thermostat and wired the existing one wrong. This was in nivember/December. I did know then until ***** when the furnace kept shorting out when the air would go on. So I had to call *** again and they sent someone out who couldn't figure out why that was happening, and the next day another person from the shop came out and said the board is bad and I need a new thermostat. The board being bad was 100% wrong. He made his report and ever responded when asked for more information. A month passed and I had to open a new claim. Finally someone came out and said I only needed a new thermostat, he came and installed it another day. Now if works, but each time I had to pay $100. That's $300 for the same issue that should have been fixed the first time.The second issue was my water heater leaking and the pilot light keeps going out. The first company never showed or called, so I called them and they told me that someone called me, but I never received a call. Then they did finally come out, but the man thought he was there for a broken toilet, and we gave him $100. He did say that I needed a ew water heater, although he did mention that he has never seen or worked on one that big. *** wanted to send another contractor out, well they tried to send 2 different ones but none showed up or called. Finally, I had to call my own, hoping to get reimbursed. And this was nearly a month and a half later that cost $165. They said that I needed a new one and made the report. Hwa said they won't cover it because it more than 75 gallons. They won't even pay the cost of a 75 gallon and I pay the difference. I want a refund for all
Business Response
Date: 08/25/2022
Dear **********************:
Home Warranty of America apologizes for any frustration the customer may have experienced regarding their claims.

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

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

Sincerely,

The HWA Team
Customer Answer
Date: 08/25/2022

Complaint: 17735449

I am rejecting this response because:

It wasn't the heating system that was an issue. It was my hot water heater. It was assigned to 3 different contractors, and only one showed up and took my money and did nothing to fix the issue. A month and a half later I had to get my own plumber and he installed a new 75 gallon tank. I would like to get reimburses for at least the 75 gallon tank, or more preferably, the entire $5,900 I spent. A month and a half without hot water for my tenants is unacceptable.

Regards,

***************************
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. 3909175).
On July 17, 2022, the customer submitted a claim for the water heater stating that it is leaking. HWA dispatched Center ************** to submit the diagnosis, however the technician advised that he was unable to complete the diagnosis.
HWA offered the customer the option to use a technician of their choosing to submit the diagnosis for claim evaluation. Upon inspection, it was reported that the water heater required replacement. It was also noted that the water heater is a 98 gallon commercial grade water heater.
*** issued the claim determination stating, "It has been determined that the 100 gallon water heater is leaking and needs to be replaced. Please refer to your terms and conditions section Standard C; HWA is not responsible for units exceeding 75 gallons."
Please also refer to section 9 under 'Covered Items' which states, "Covered Items do not include commercial-grade equipment and Non-Essential Components."
As such, HWA is not liable for reimbursement to the customer as the water heater exceeds 75 gallons and is of commercial size.
Nevertheless, *** has issued a check to the customer in the amount of $100.00 as reimbursement for the 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:08/19/2022
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.
7/21 contacted Home Warranty of America(HWA) due to refrigerator not operating properly since at least 7/17. *** made contact with ******************** (AKA ************** and scheduled repairs for 8/5. 7/23 I advised that was not an acceptable timeline. Service was rescheduled for 7/26. A technician arrived and had all parts available to complete the work. He contacted HWA to approve the work to be completed same day. They did not provide it, the technician left without completing the work. I spoke with HWA that same day and they stated that ***** was at fault for not having parts available. This was not true. *** also informed me that the work had now been approved and ***** would be my point of contact to schedule. On 7/27 spoke to both HWA and ***** many times.***** had not received the approvals/requests from HWA. *** told be a different thing each time stating ***** was at fault. I asked to speak to a supervisor numerous times and they refused until my last call where i waited on the line for 45 minutes until I got them to agree to have a supervisor return my call. 7/28 I went to work with no notification that I should expect a technician to visit my home. While at work, unable to interact with my phone, I was notified that a technician was coming to my home. Once I had access to check my phone they had already gone. I received a call from and HWA supervisor, *********. She said the situation was resolved and eventually hung up on me. On 8/1 I was able to schedule a technician. The technician arrived, said he had the approvals, but no parts.He ordered the parts to be delivered straight to my home. He stated they should arrive within 7 days or less. Appt was scheduled for 8/17. On 8/17 they canceled at time of the appt due to a technician calling in sick. They stated the next available appt was 9/2 and could provide no solution. I contacted *** asking for them to hold their vendor accountable or find me another company.They said no. Still no fridge.
Business Response
Date: 08/25/2022
Dear **********************:
Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the refrigerator claim (claim no. 4007707).
On July 21, 2022, the customer placed a claim for the refrigerator stating that it is not cooling properly. CHW dispatched *********************** to submit the diagnosis. Upon inspection, *** approved replacement of the compressor.
Our most recent records reflect that the parts have been ordered and the customer has an appointment for September 2, 2022 for repair completion. Due to high seasonal demand, this is the soonest appointment available.
While we regret to hear of the customer's frustrations, *** is confident the repair will be completed accordingly and requests this matter be closed.
Sincerely,
The HWA Team
Initial Complaint
Date:08/18/2022
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 looking for an immediate response to my rebuttal for a denied claim from Home Warranty of America on 10 Aug 22 based off inaccurate information for claim ******* on policy number IL04-270-3818 that the technician provided when he came to my residence to inspect my refrigerator that stopped cooling. I have been trying to get in contact with a Case Manager since 10 Aug to no avail. This has been my fifth attempt to have a case manager call me about my dispute. All I get is the case is being elevated and someone will call me in 24 hours for the past several days. Mind you I have been waiting since 10 Aug to be called back by case managers. I would like to be contacted by a Corporate or District Manager so I express extreme disappointment in their customer service and inability to resolve my dispute in a timely manner. I have been a customer for several years and I have lost trust and confidence in ***'s ability to uphold their core values. I have an inoperable full-size refrigerator in my house since 7 Aug 22 with a family of four. I had to resort to buying a mini fridge while I seek resolution for my claim. HWAs customer service has been unsatisfactory!!
Business Response
Date: 08/19/2022
Dear **********************:
Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the refrigerator claim (claim no. 4393464).
On August 7, 2022, the customer placed a claim for the refrigerator stating that it is not cooling properly. *** dispatched Fuse HVAC & Appliance to submit the diagnosis. Upon inspection, it was reported the control board and inverter failed due to a surge caused by a power outage.
On August 10, 2022, HWA issued the claim determination stating, "It has been determined that due to a recent electrical surge, the control board and the inverter have shorted out and have failed, and are now in need of replacement. 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."
On August 11, 2022, the customer submitted an appeal to the claim determination and a Case Manager was assigned accordingly. To date, the Case Manager has not been in contact with the customer.
Nevertheless, as a goodwill gesture, *** is pleased to offer the customer $300.00 towards the cost of repair. Should the customer wish to accept, please contact ************ at *******************************************.
While we regret to hear of the customer's frustrations, *** has abided by the terms of the policy and requests this matter be closed.
Sincerely,
The HWA Team
Initial Complaint
Date:08/18/2022
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.
Somewhere around July 28th of 2022 I contacted Home Warranty of America(HWA) putting in a claim for repairs concerning my garage door falling off track. My claim# is *******. I gave details as to how my door fail off track and was told by an HWA representative that my warranty covered it. I was told that a garage repair company information would be sent to me thru HWA and that I could call them to set up appointment. I was also told that when they come to access my garage damages that a payment of $100 would be due to the repairmen of which I paid when Ace Garage Repairmen came to my home. However, after the accessment was done and summitted by the Ace Repairmen, my claim was denied and turned over to an HWA case manager, **************************************. I called her as well as emailed her daily for over a week but to no avail. I finally reached her explaining to her that my garage door needed to be repaired as soon as possible due to my personal belongings being inside the garage. She then told me that my door repairs were not covered. I mentioned that their HWA representative told me that it was and that I needed to pay the $100 deductible of which I paid. I told her I didn't have money to give away freely that I paid the $100 based on my repairs being done. I also mentioned that I have been a loyal customer of theirs for nearly 5 years that rarely use my home warranty. This was one time that I desperately needed help. I really would like for them to complete my garage door repairs. She went on to deny the claim so I had her to cancel my home warranty with them of which she did. I'm asking to be reimbursed for my $100 as well as be refunded my money of $549.88 that were paid this year for my home warranty if they aren't willing to complete my garage door repairs.
Business Response
Date: 08/19/2022
Dear **********************:
Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the garage door opener claim (claim no. 4078467).
On July 24, 2022, the customer submitted a claim for the garage door opener stating that hinges are not working. *** dispatched ACE Garage Door to submit the diagnosis. Upon inspection, it was reported that the top panel requires replacement, reinstall the door and realignment of the rollers and cables. The technician also noted in his report that the customer stated that a truck hit the door panel which caused the damage.
On July 29, 2022, *** issued the claim determination stating, "It has been determined that the door is off the track, the top door panel requires repair, and the door needs to be reinstalled. Please refer to your terms and conditions section Standard C; *** is not responsible for garage doors, adjustments, Infra-red sensors, chains, tracks, rollers, hinges, and springs."
With respect to the customer's request for reimbursement of the trade call fee, please refer to section 3 under ****************** of the *** User Agreement which states, "You must pay the Trade Call Fee for each Service Request in advance of any Services being scheduled. The Trade Call Fee applies to each Service Request dispatched and scheduled, including but not limited to those Service Requests wherein coverage is deemed excluded or denied under Your Contract."
Therefore, the customer is not due reimbursement based upon 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
Customer Answer
Date: 08/19/2022

Complaint: 17717933

I am rejecting this response because:
I was told by one of their representatives that my garage damages were covered. I never told them that my garage door was hit by a truck. I informed them that it came off track as I was trying to open/close the garage door. I paid into my warranty and should be able to use it when needed, especially if I was told by their representative that my issue was covered. I'm not in a position to be giving free money away to their company. I pay my money to them for home services as needed. What good is the company if customers can not use them. I feel like I have been taken advantage of by HWA.

Regards,

*********************************
Business Response
Date: 08/31/2022
Dear **********************:
*** is sorry to hear of the customer's continued frustrations.
HWA is not responsible for garage doors, adjustments, Infra-red sensors, chains, tracks, rollers, hinges, and springs. Regardless of how the failure occurred, *** is not liable for the cost of repair based upon the terms and conditions of the policy.
Please refer to Resolution of Disputes should the customer wish to purse their complaint.
HWA requests this matter be closed.
Sincerely,
The HWA Team
Initial Complaint
Date:08/17/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Filed claim for a/c tech came to the house drained my unit and refused to come back and fix it Hwa decdide that they were responsible for the theft at a price of ******. That was in June 2022. The check was mail July 12 2022 I was told that it would take up to 30 days to receive the check. It is August 15 and no check. I have spent 6 hours min on the phone with the just to be hung up on. The only response I get is to wait longer or give them 30 to reissue the check andwait 30 days or just wait. It has been 3 months since the theft and no check.
Business Response
Date: 08/24/2022
Dear **********************:
Home Warranty of America (***) is sorry to hear of the customer/'s frustrations regarding the air conditioner claim (claim no. 2907301).
In review of our most recent records, on August 18, 2022, HWA reissued the check to the customer in the amount of $613.00.
*** has also expedited payment to the customer and waived the stop payment fee.
HWA requests this matter be closed.
Sincerely,
The HWA Team
Initial Complaint
Date:08/17/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My home a/c unit failed and was covered under my warranty. Home Warranty of America confirmed it was covered. After weeks of being told my a/c unit was out of stock, on hold, en route, received but wrong unit I had a local company install a new a/c unit due to the high heat in the middle of summer. *** used every stall tactic they could come up with and simply refused to come to my house and repair my a/c. They did eventually send me a check for **** dollars but this did not cover the entire expense.
Business Response
Date: 08/19/2022
Dear **********************:

Home Warranty of America (***) apologizes for any frustration the customer may have experienced regarding their claim.

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

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

Sincerely,

The HWA Team

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Home Warranty of America is NOT a BBB Accredited Business.