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.

close

Find a Location

Home Warranty of America has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am a current Platinum customer with *** and have been with them since 10/2015. On 7/13/2022 I opened a claim for leaking toliet. HWA assigned Center ************** to my claim. They came out on 7/14/22 and collected the $100 trade fee stating the toliet was leaking from base and needed main line crew out to pull toliet for access and that was going to be an additional $125 cost not covered by ***. On 7/15/22 Center Guard came back and attempted to rod main sewer line from outside cleanup and was unsuccessful. They stated they needed to contact *** to get camera approval to scope the line and see what is going on. Few days went by and I reached out to Center Guard for follow up but no response after several more attempts I emailed HWA on 7/20/22 for follow up they attempted with no response. On 7/24/22 I followed up with HWA for further options and case was reassigned to Dynamic Plumbing LLC on 7/26/22. Dynamic came out on 8/2/22 and attempted to rod main line and was unsuccessful as well and stated collapsed sewer. *** then sends me an email that this is not covered under warranty. I disagree with there determination since no camera scope was ever completed so how was Dynamic Plumbing able to determine that? I did appeal and a case manager has been assigned on 8/3/22. I left him a voice message 8/5/22 and have not heard back. The email did have a link to setup a time to make an appointment however the time slots available are Mon-Fri from 8AM-4PM which doesn't work for me since I work during those hours. At this time I am very disappointed with the service I have been provided. I am still with no working Plumbing and need a resolve asap, Thank you!

  Business Response

  Date: 08/17/2022

  Dear **********************: 

  Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the plumbing system claim (claim no. 3846616). 

  On July 14, 2022, the customer submitted a claim for the plumbing system stating that the toilet is leaking. *** dispatched Center ************** to submit the diagnosis. Upon inspection, it was reported that there is a sewer line back up and advised that there is no accessible clean out; they would have to pull the toilet and rod the sewer line. 

  *** issued the claim determination stating that the claim is partially approved as the snaking of the main sewer line is approved, however the pull and reset of the toilet is not approved.

  Center ************** failed to complete the repair and therefore the claim was reassigned to Dynamic Plumbing and Heating.  Upon inspection, it was reported that there was a main sewer blockage and *** again approved the technician to snake the main sewer line.  

  Dynamic Plumbing & Heating attempted to clear the blockage and reported to *** that the "Sewer collapsed approximately 20 -30 from the cleanout. Cant be rodded and cleared until sewer collapse is repaired."

  On August 2, 2022, *** issued a new claim determination stating, "It has been determined that a drain line blockage has developed. The technician attempted to snake the stoppage, however was unable to clear the line. Normal wear and tear drain line stoppages can be cleared by snake or cable. Lines which are unable to be cleared have an obstruction such as, a foreign object, roots infiltrating the line or a broken or collapsed line outside the home. Foreign object obstructions do not constitute normal wear and tear of the plumbing system and are excluded from coverage." 

  Please refer to the *** User Agreement under 'Plumbing System' exclusions which states:

  NOT COVERED: stoppages and clogs that cannot be cleared by cable or hydro jetting, or that can only be cleared
  through roof vent, access to drain or sewer lines from vent or removal of water closets and/or toilets, costs to
  locate, access or install ground level clean out; hose bibs, fixtures, cartridges, bathtubs and showers or their
  associated faucet or drain mechanisms, sinks, toilet lids and seats, cabling or grouting, whirlpool jets, septic
  tanks, water softeners, pressure regulators, recirculating pumps, inadequate or excessive water pressure,
  sewage ejector pumps, re-routing of plumbing lines, holding or storage tanks, saunas or steam rooms, back-up
  and battery sump pump systems, basket strainers

  The customer placed a an appeal to the claim determination and the assigned Case Manager attempted to reach the customer on August 15, 2022 and also provided his contact information via email. The customer also has access to schedule an appointment with the Case Manager via Calendly.  

  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: 08/18/2022

  
  
  Complaint: 17714798
  
  
  I am rejecting this response because:
  
  
  
  
  Regards,
  
  
  *************************

• Initial Complaint

  Date:08/15/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have attempted to follow the companys process to have a case manager speak to us regarding a claim and have received no communication. The customer service team guaranteed on a recorded line that we would receive a call from someone with the authority to resolve our issue, but no such call was received. Our belief is they are acting in bad faith to force us to pay for repairs on the items that should be covered by the warranty to avoid costs. We are seeking resolution (or at minimum a call back) of our claim. We have phone records on our end and are willing to testify to the numerous conversations we have had with the companys customer service function which has made promises that, as mentioned, were supposedly on recorded lines, that we would have some form of follow up that has not occurred. Again, based on our experience, the intentional rerouting and lack of communication, the $740 paid in premium is being held for no real service in a potentially fraudulent manner based on the lack of response and poor process definition.

  Business Response

  Date: 08/17/2022

  Dear **********************: 

  Home Warranty of America (HWA) is sorry to hear of the customer's frustrations regarding the plumbing system claim (claim no. 4217697). 

  On July 29, 2022, the customer submitted a claim for the plumbing system stating "We moved in on July 27, 2022 and all the items below were not working. The customer also indicated that the last time it was working was on July 26, 2022. Please find the screenshot attached.   

  On July 29, 2022, HWA issued the claim determination to the customer stating, "It has been reported that there was a leak in the home before the start date of the policy. Please refer to your terms and conditions section Definition number 1; this Contract provides coverage for unknown Breakdowns if the breakdown is not detectable through visual inspection or simple mechanical test, and the Covered Items are in proper working order on the Coverage Period Start Date." 

  Please note coverage for this property commenced on July 27,2022.  The customer admits that while submitting the claim, the failures predated the coverage, therefore, the claim remains as non-covered. 

  On August 15, 2022, the assigned Case Manager, **************************************, attempted to reach the customer to discuss the claim and forwarded an email advising of same and also provided her contact information. Please find the screenshot attached. 

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

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 08/17/2022

  
  Complaint: 17711559
  
  I am rejecting this response because:

  1) I was promised a call from the case manager by the *** I spoke with and he guaranteed that promise was made on a recorded line. This never happened, and if they believe an email is the same as a promised callback, we have additional issues that they are in breach of their stated process that the case manager has to call me. This process was explained to me the same way each time I spoke with customer service.  I called her (case manager) 3 times and left 3 voicemails (this should be in their records) with no response. We called customer service 7 times and received no meaningful action.

  2) The dates on the claim were supposedly updated when my wife spoke to customer service, we were misled by them based on what was included in their response of no update to the claim dates.

  3) The timing to receive a response is completely unacceptable.

  4) The plumber that they dispatched did no work, left my home a muddy mess, provided a second opinion to HWA which they erroneously used to deny the claim. Per the contract terms, second opinions should be at the cost of HWA. 
  
  
  
  Regards,
  
  *********************

• Initial Complaint

  Date:08/15/2022

  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 claim issue with Home Warranty of America (***) related to the repair/replacement of my dishwasher. This issue started on April 26, 2022 and is still unresolved. After a lengthy process, *** finally determined that my dishwasher wasn't repairable and authorized payment for a new dishwasher, but they only offered $294. My dishwasher was a KitchenAid, stainless steel model, of which there is no comparable model that can be purchased for $294 (or any dishwasher for that matter). I appealed the offer and was assigned a case manager. During the month of June, I tried for weeks to get in touch with her, in part for resolution of the issue and in part because I was going to be out of the country for three weeks in July. She didn't return one email or voicemail during June.To be 100% transparent, the case manager did try to reach me twice in July, while I was out of the country. Please understand that I had previously informed the case manager and the *** customer service reps when I would be unreachable.Since my return on July 18, not one call or email has been returned. This week alone (Aug. ****), I had five scheduled appointments with my assigned case manager or any available case manager. These appointments came with text and email reminders from ***. I arranged my schedule around these appointments and patiently waited for someone to call. No one called. All five appointments passed without even a follow-up email explanation. Just silence. To date, not one email has been returned from my case manager, dating to mid-June. Not one. I have attached a document that details every attempt I have made this week to reach my case manager or any case manager.How can I best resolve this issue when I can't talk to anyone who can resolve it? I am a 9-year customer of *** and, while I'd like to continue to be a customer, this level of disrespect and neglect cannot be overlooked.

  Customer Answer

  Date: 08/12/2022

  Better Business Bureau:
  
  This letter is to inform you that Home Warranty of America has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/12/2022 and assigned ID ********. I would be fine for my complaint about their horrible customer service to continue to stand for other to be aware, but 3 months I did receive a call-back and got resolution to my issue.
  
  Regards,
  

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

  
  

  Business Response

  Date: 08/17/2022

  Dear **********************: 

  Home Warranty of America (HWA) is sorry to hear of the customer's frustrations regarding the dishwasher claim, however based on the customer's last response, this matter has been resolved. 

  Please see the customer's most recent response below: 

  "This letter is to inform you that Home Warranty of America has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/12/2022 and assigned ID ********. I would be fine for my complaint about their horrible customer service to continue to stand for other to be aware, but 3 months I did receive a call-back and got resolution to my issue.
  
  Regards,
  
  *******************"

  As such, HWA requests this matter be closed. 

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 08/17/2022

  [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:08/11/2022

  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.

  On May 30th, we submitted a claim for our AC unit that was leaking. *** sent a technician that wanted to charge $900 for a cleaning. We got a second opinion which determined that the heat exchanger had been cracked and was releasing gas into our home. We were forced to replace the whole system because of the age of the furnace and AC unit. *** wanted us to use one of their technicians to replace the system. I did not want to use theirs because of our multiple poor experiences with their professionals and the belief that they would cut corners. After many difficult conversations with ***, they allowed us to use our own company. Our policy explains that we have the potential to receive a reimbursement for up to $5,000. After the first submission of our claim from the technician, they offered to pay $800. This system cost over $12,000, yet *** stated that they could have the same work done for only $800. Our contract states what the exclusions for reimbursement are, which were not relevant to the work being done. When I contested this asking what the exclusions were, they stated that I needed to give more information. When I gave the exact information word for word to them, they offered $800 again despite giving them exactly what they requested. After asking what was excluded again, I was told I needed to submit additional information. When I gave the exact information word for word to them, they offered $2,292. Again, I asked what was excluded from our reimbursement, simply trying to understand where we are not being reimbursed. I was told again that there was more information needed. I have submitted the information again word for word that they requested and was still offered $2,292 with no explanation. I am now waiting over a week for an explanation. This process has taken 2.5 months. I have been hung up on multiple times and have had to be persistent for answers from the most unprofessional company I have ever worked with. We kindly request your assistance on this

  Business Response

  Date: 08/16/2022

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 3403426).
  

  Our records indicate the customer opted to use their own technician and submit for reimbursement. *** then sent the reimbursement form to the customer with instructions. Upon receipt of the information from the customers technician the customer was approved for reimbursement in the amount of $2,292.00.
  

  Please refer to the terms and conditions section Limits of Liability section 9; Repairs/Replacements. We have the sole right to determine whether any Covered Item will be repaired or replaced. Parts and replacements will be of similar or equivalent quality and efficiency to those being replaced, subject to all other provisions of this Contract. Where replacement equipment of identical dimensions is not readily available, We are responsible for providing installation of similar quality equipment but NOT for the cost of construction or carpentry made necessary by different dimensions. We are not responsible for upgrading or matching color or brand. During the first 30 days of the Home Owners Coverage Period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinuation, or unavailability of one or more integral parts. However, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair market value of similar parts.

  A check (no.: ****) in the amount of $2,292.00 was mailed to the customer on August 2, 2022 and cashed on August 9, 2022.
  

  HWA requests this matter be closed.
  

  Thank you,
  

  The HWA Team

  Customer Answer

  Date: 08/16/2022

  
  
  Complaint: 17705710
  
  
  I am rejecting this response because: we initially asked for our own technician because the professional that *** sent was cutting corners and missed a life threatening issue with our furnace. We received multiples estimates from different technicians to learn what the best possible price would be. No quote was less than $7,000. *** claims that they can have the work done for less than $3,000 and I believe that this is a lie. There is no way to replace a furnace for that little. Regardless of how much they are reimbursing, I have asked many times for an answer as to what is not being covered and why. I have never received and answer. I have only been given additional information to provide. After providing it, I still recieve the same reimbursement without any explanation. I am simply trying to understand what is not being covered because the contract does not exclude what we have been asked to submit. For about the last month I have been moved to 2 different managers and case managers. I have been hung up on several times and when I signed up for an appointment to speak with them, I was never called. At this point I feel that they are avoiding speaking with me and waiting for my contract to expire.
  
  
  
  
  Regards,
  
  
  *********************

  Business Response

  Date: 08/25/2022

  Dear **********************: 

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

  The customer submitted the heating claim stating that the furnace is leaking gas.  The customer's technician indicated that the furnace requires replacement and also recommended a full upgrade for the air conditioner.  The technician provided a breakdown for the cost of installing the furnace as follows: 

  Furnace $2,092.00

  Install Material (modifications) $522.00

  Labor $2,615.00

  *** contacted the technician requesting that he provide a breakdown for the cost of labor, however the technician indicated he will not discuss this information with ***. 

  As such, *** authorized the replacement of the furnace in the amount of $2,092.00, the cost of Labor at ***'s cost (4hrs @ $75) in the amount $300.00,  minus the contractual $100 service call fee.  The total amount authorized to the customer was in the amount of $2,292.00 accordingly. The customer has since received the check which cleared on August 9, 2022. 

  As the failure was to the furnace, *** is not liable for the cost of upgrading the air conditioner nor modifications necessitated by replacement.  

  Please refer to section 4 of '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."

  *** requests this matter be closed.  

  Sincerely, 

  The *** Team 

  Customer Answer

  Date: 08/29/2022

  
  Complaint: 17705710
  
  I am rejecting this response because the lack of transparency, accountability, and customer service has been incredibly frustrating to work with. This company was supposed to be supporting us during difficult times of owning a home. It took 3 months for them to finally give me an answer of what is excluded in my claim. I still do not believe that it would only cost their technicians $2,092 to replace an entire furnace. When we called about this issue first, their technician missed the leak and recommended that it just needed cleaning. He quoted us $950 just to clean 2 parts of the furnace. I do not believe that for just $1,000 more that we could buy a whole new furnace. I do not believe them and do not trust them. When I asked for documentation on how I can prove that that is the cost they would do it for, they said that it wasn't possible to give that. There has been zero accountability and they are able to scam us as much or little as they would like. It has been the single worst experience with any company I have ever had. 
  
  
  
  Regards,
  
  Tucker Snow

  Business Response

  Date: 08/31/2022

  Dear **********************: 

  The customer requested that HWA provide the breakdown of costs related to the replacement, which was provided in our response accordingly.

  As HWA is not liable for the costs of upgrades and modifications, the customer was issued a check according to policy provisions and the customer has since cashed the check.  

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

  HWA requests this matter be closed. 

  Sincerely, 

  
  The HWA Team 

• Initial Complaint

  Date:08/10/2022

  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 have been without a dishwasher since April. It continues to fill up with gross water. Recently when we returned from vacation it made the whole house smell. Two technicians have come out and recommended replacement after they failed to repair the appliance. Last week we called to follow up on the most recent technician visit (after he spent two hours unable to repair the electric panel) and were told the *** is looking at repair options. They have no regard for how long we have been without a dishwasher (with two children, one who needs bottles sanitized in extremely hot water). They continue to jerk us around and its not acceptable. They need to replace the unit like the technicians have recommended. This is beyond absurd to buy a warranty that promises to be there when appliances break. We have spent about 1/3 of this year without a dishwasher which we were supposedly paying for a warranty to cover in case it broke.

  Business Response

  Date: 08/16/2022

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dishwasher claim (no.:2189878).
  

  Our most recent records indicate the customer agreed to a replacement in the amount of $246.00 as of today August 16, 2022. The customer will receive the funds in the form of a Lowes ****** Card. Please allow up to 30 days for processing.
  

  HWA requests this matter be closed.
  

  Thank you,
  

  The HWA Team

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim on May6,2022 for our A/C. Our unit was leaking Freon and the evaporator coil needed to be replaced. We have used Air concepts in the past so we contacted them. They fixed the problem and I was advised that I could file a after the fact claim. I have sent over all documents and still was denied reimbursement for the repair. I also dont understand why I am still being billed when service should have been canceled in June 2022. I asked to speak with a supervisor and was hung up on. I have been trying to get reimbursed but no help. Policy ID: *************** Claim Number: ****** Completion Date: 05/06/2022 Original Appointment ************************ Service ************* RSC ******************* Service Provider Contact: ************** Air concept phone #************

  Business Response

  Date: 08/16/2022

  *********,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding their air conditioner claim (no.: 2357716).
  

  The customer placed the claim on May 6, 2022 and HWA assigned Heatwave Solutions Air Conditioning & Heat. However, on May 9, 2022 the customer stated that they had they already had the repairs completed and requested to be reimbursed. The customer was advised that reimbursement was not due to them.
  

  Please refer to the terms and conditions **************** number 2; We will not reimburse for any services performed without Our prior approval.
  

  On August 10, 2022 the customer requested to cancel their policy (no.: IL03-SA01919416). CHW honored the customers request and cancelled the policy. A refund in the amount of $56.99 was issued back to the customers account ending #**** on August 10, 2022.
  

  HWA requests this matter be closed.
  

  Thank you,
  

  The HWA Team

  Customer Answer

  Date: 08/17/2022

  
  Complaint: 17697023
  
  I am rejecting this response because: We should have been paid for the repair, called claims after fact. All documents were sent to the company from repair provider. Each time speaking with someone it was as if no one understood. We also should have been refunded for the billing charges back until May but was only refunded for one month payment when service should have been canceled in May. We are just wanting to be refunded for what is due to **. 
  
  
  
  Regards,
  
  Yahplacia *****

  Business Response

  Date: 08/25/2022

  Dear **********************:

  *** is sorry to hear of the customers continued frustrations.

  Based upon the *** terms and conditions, we are not liable for reimbursement for services performed without prior approval.  As such, reimbursement is not due to the customer based on policy terms and conditions. 

  With respect to the customers request for an increased refund,the customer did not request cancellation of the policy in May they requested cancellation in August. 

  As a monthly policyholder, the customer did not pre-pay for coverage and therefore was refunded according to the policy. Please refer to the Cancellations 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.

  Please refer to Resolution of Disputes should the customer wish to pursue their complaint.

  *** requests this matter be closed as there is nothing further we can offer.

  Sincerely,

  The *** Team

  Customer Answer

  Date: 08/29/2022

  
  Complaint: 17697023
  
  I am rejecting this response because:
  We are due a refund for service as well as asking for policy to be canceled. Please refer to Resolution of Disputes should the customer wish to pursue their complaint.
  
  
  Regards,
  
  Yahplacia *****

  Business Response

  Date: 08/31/2022

  Dear **********************:

  HWA is not liable for reimbursement for services performed without prior approval.  As such, reimbursement is not due to the customer based on policy terms and conditions. 

  The customer did not pre-pay for coverage and therefore was refunded according to the policy. 

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

  HWA requests this matter be closed.

  Sincerely,

  
  The HWA Team

• Initial Complaint

  Date:08/09/2022

  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 currently have a home warranty contract with ***. We filed a claim in May 2022 for a broken A/C. They sent out a tech from a contracted company - they submitted a decision a couple of days later that our claim was denied and the reason was that due to a power surge the compressor was destroyed, which was not covered by our contact. We contacted a local A/C company for a second opinion. He agreed that the compressor was not working but said there was no way to determine the cause. He also went on to say that the manufacturer would cover the cost of the compressor. We then submitted this information to HWA in hopes of them honoring our contract. After having to wait a week for a response from a designated person from Choice Home Warranty, with whom we do not have a contract - we were told that regardless of the power surge they had cited earlier, that we are basically on our own because the manufacturer would replace the compressor. They cited this time from the contract that if a part or service were covered by a primary insurance or warranty, they would be secondary and would not cover. In this instance, the part is covered but the labor or service installation is not. It states specifically that if there is a primary company that covered this that we must go that route. There is no other primary company for this work. We do not have another type of insurance for this, that is the reason we carry this policy with ***. I also mailed a certified letter to *** on July 15 - they have received the letter but we have not had a response from them. We feel they are not honoring the contact that we pay for faithfully each month.

  Business Response

  Date: 08/16/2022

  Dear **********************: 

  Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 2710348). 

  On May 23, 2022, the customer placed a claim for the air conditioner stating that it is not cooling properly. *** dispatched Cool Dude A/C & Refrigeration to submit the diagnosis. Upon inspection, it was reported that the compressor failed due to power surge. 

  *** issued the claim determination stating, "It has been determined that due to a recent electrical surge, the compressor has shorted out and has failed, and is 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."

  The customer appealed the claim determination and provided a diagnosis report from his technician which indicates that the compressor is under manufacturer's warranty. 

  Please refer to section 12 the Limits of Liability of the *** User Agreement which states, "Warrantied Products. We are not responsible for repairs of systems or components covered under a manufacturers warranty. Our responsibilities will be secondary to any manufacturer or suppliers warranty or other extended or in-home service contracts that exist for the covered systems, components, and appliances."

  Based on the policy provisions, *** is not liable for repair as the compressor is under manufacture warranty. 

  Nevertheless, as a goodwill gesture, *** is pleased to offer the customer reimbursement up to $600 for the cost of the labor upon receipt of a paid invoice for the completed repair.  Please forward a copy of the paid invoice to *******************************************.  

  Sincerely, 

  The *** Team 

  Customer Answer

  Date: 08/16/2022

  
  Complaint: 17696324
  
  I am rejecting this response because:

  I appreciate HWAs good will offer. However as they stated in their response to the complaint, they do not cover repairs or components covered by another policy. The component, being the compressor is covered by the manufactures warranty, but the repair/labor to replace the component/compressor is not covered. Therefore the warranty that we pay for monthly covers the cost of the labor to remove damaged compressor and replace it with the compressor that is covered by the manufactures warranty. It seems that *** should appreciate the fact that the warranty covered the cost of the compressor so they are not responsible for that amount as well. The $600 offered by *** is only 1/3 of the labor costs to remove and replace the component covered by the manufacturer. I ask that they fulfill their end of the contract and pay for the entire labor amount to restore our A/C to full working order. As stated before, I strongly feel that they do not want to honor their contract with me. I also paid an outside contractor ($120) to access the situation and he stated that in no way are able to determine that the compressor failing is due to a power surge. Once he shared the information about the manufacture warranted component, HWA abandoned that determination and relied on outside information to support a reason for further denying the claim. 
  We thank you for your help in resolving this situation. 

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

  Business Response

  Date: 08/22/2022

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

  As previously stated, *** is not liable for repair as the compressor is under manufacture warranty. 
  
  Please refer to section 12 the Limits of Liability of the *** User Agreement which states, "Warrantied Products. We are not responsible for repairs of systems or components covered under a manufacturers warranty. Our responsibilities will be secondary to any manufacturer or suppliers warranty or other extended or in-home service contracts that exist for the covered systems, components, and appliances."

  In goodwill, *** has offered the customer $600.00 towards the cost of labor upon receipt of a paid invoice as the claim remains non-covered.  

  Please refer to the terms and conditions under Resolution of Disputes should the customer wish to continue to pursue this complaint.
  
  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: 08/24/2022

  
  Complaint: 17696324
  
  I am once again, rejecting this response because *** has not abided by the agreement which I currently have with them.  Also, I am completely positive that *** is responsible as I have consulted an attorney friend that has expressed they believe me to be in the right. HWA again refers to Section 12 of Warrantied Products - unfortunately they continue to believe that they are not responsible for the repairs of the system because it is covered by the A/C manufacturer - what they persist in misunderstanding is that ONLY the actual component is covered by the manufacturer's warranty and NOT the labor and intelligence to perform the service of replacing the compressor into the air conditioner that I have a contract with them to repair if it breaks. I would liken this to having healthcare insurance and the insurance company stating that they are not responsible for replacing a heart of an insured because it was donated by someone because they didn't provide the heart - that if they were to somehow be able to provide the heart as well, then maybe it would be covered? Makes no sense except that again I believe that *** is looking for any chance to deny my claim as they initially alleged that the compressor malfunction was from a power surge, which is not true and was documented by an independent electrician that just happened to do his due diligence and discover that the compressor is covered by the manufacturer warranty. This is something that the ***************** that was sent out did not even discover. Just because the single component is covered by the manufacture, *** continues to assert that they are not responsible for the actual physical repair/replacement of the component. On the contrary, this should actually delight HWA that they do not have to replace the component and only provide the repairs as they are not covered by anyone else. This is precisely why I have a home warranty in place as it is costly to make repairs that are unplanned for at any given time. The cost to replace the compressor is not covered by any other policy or any secondary insurance or anything else for that matter. This is the purpose for the warranty company. 

  I again request that HWA honor the contract with me and stand by their website advertisement of:

  Our plans protect you against the high cost of unexpected repair bills.

  I request that this complaint not be closed until the customer is satisfied and I welcome it be placed on the BBB website for the world to read. Perhaps consumers will do their due diligence when selecting a Home Warranty Company that is easy to deal with and doesn't look to deny claims for multiple reasons with no factual evidence to support their decision. 

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

  Business Response

  Date: 08/31/2022

  Dear **********************:
  
  HWA is not liable for the cost of repair nor costs of labor as the compressor is under manufacture warranty. 
  
  In goodwill, *** has offered the customer $600.00 towards the cost of labor upon receipt of a paid invoice as the claim remains non-covered, however, the customer has declined the offer.  

  Please refer to Resolution of Disputes should the customer wish to continue to pursue this complaint as there is nothing further that can be offered. 
  
  HWA requests this matter be closed.
  
  Sincerely,

  The HWA Team 

• Initial Complaint

  Date:08/09/2022

  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 been a customer of *** for almost 3 years; I have bought the Silver plan for both my currentand previous home. In August, the ceiling fan in my master bedroom would not turn on, but the light fixture turned on and off; then one morning I noticed the ceiling fan in my dining room handing down from the ceiling. As both were covered items within my home, I filed a claim. *** took my claim over the phone, but the representative did not know what to put the claim under, so she asked me where I would like for her to file it. Red flag. The claim goes through and they send out a notice that a technician would be coming to my home the next day and that someone needed to be available and prepared to pay $100 service call fee between the hours of 11 am and 3 pm. I've never had that done before, I would get a call from someone to ask for the best date and time to accommodate a service call. So, the next day, I receive a call from a technician at 2 pm stating that he was on his way. Once he arrived, I showed him both ceiling fans; one in my master bedroom and the other in my dining room. The technician just took pictures and said "you going to pay me now". I asked, what was done and what are the next steps? He smiles and then starts to tell me that he sent *** pictures and said the master bedroom ceiling fan needed to be replaced and that the other ceiling fan needed to be remounted. So, I was waiting for ***. They responded a day later, stating that the ceiling fan in the master bedroom will be covered/replaced only; not the one in the dining room. I put in an appeal request. I cited the limitations of the *** contract and set an appointment. ***************** called me and told me that he is the highest level the claim would be elevated, he stated that *** doesn't conver consequential or secondary damages. I gave him the legal definition of both consequential and secondary damages. He just kept talking over me; I asked for his manager, he stated he is the ********************

  Business Response

  Date: 08/16/2022

  Dear **********************: 

  Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the ceiling fan claim (claim no. 4287480). 

  On August 2, 2022, the customer submitted a claim for the ceiling fan stating that the wiring is not working properly. *** dispatched *********** Services to submit the diagnosis. Upon inspection, it was reported that the fan motor failed.  The technician also reported a second ceiling fan in the living room required reattaching to the ceiling. 

  HWA issued the claim determination stating, "We have approve the replacement of the defective ceiling fan for the master bathroom. Additionally, the fan in the living room broke off the ceiling and must also be replaced. This is not normal wear and tear. 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." 

  Nevertheless, as a goodwill gesture, HWA is pleased to offer the customer a check in the amount of $100 towards the cost of 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 HWA Team 

   

  Customer Answer

  Date: 08/22/2022

  
  Complaint: 17695209
  
  I am rejecting this response because:

  not responsible for consequential or secondary damages. Secondary damages are the damage that can be caused after the initial damage or failure of a device. 
  Consequential damages, otherwise known as special damages, are damages that can be proven to have occurred because of the failure of one party to meet a contractual obligation, a breach of contract.
  Normal wear and tear is damage that naturally occurs in an investment property due to aging. These ceiling fans were in place before I bought this property in 2020. I have been with HWA since and this particular ceiling fan in my dining room is now hanging from the ceiling, the other one in my master bedroom isn't even powering on and I am pretty sure it all due  to age. I've spoken to electrician and was told As with all machines that have moving parts, ceiling fans will suffer from wear and begin to get loose with use. So, when using the ceiling fans, in their regular space, I made my claim, but I am getting denied because *** chooses to make up some explanation about consequential and secondary damages; in my case it is not applicable. 
  Regards,
  
  ***************************

  Business Response

  Date: 08/31/2022

  Dear **********************: 

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

  As previously indicated, the ceiling fan in the living room broke from the ceiling which is not a normal wear and tear failure.

  Please refer to section 9 under 'Covered Items' of the *** User Agreement which states, "...become inoperative due to unknown mechanical or electrical failures or normal wear and tear." 

  As the claim determination stands, in goodwill, *** has offered the customer $100.00 towards the cost of repair.  Should the customer wish to accept, please contact ************ at *******************************************. 

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

  *** requests this matter be closed. 

  Sincerely, 

  The *** Team 

• Initial Complaint

  Date:08/09/2022

  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 June 6, I filed a claim for a bathroom sink stoppage. The drain line is also used by the condensation line from the air conditioning, so I was having to drain out the affected sink 6 or more times a day to prevent the water from flooding my home. I was unable to leave my home for more than a few hours at a time. A week and a half later I finally had a technician assigned to the claim,.The technician that came was unable to resolve the problem and said he required additional authorization. I spent the next two weeks going back and forth with the plumbing company and *** trying to get the situation resolved before the plumber was able to come out again. Once again he did not resolve the problem and said again he would need additional authorization. I finally spoke to the case manager who was going to send another technician. After a couple of days, on July 21, I got an email offering the reimbursement option, which I accepted. I contacted ************************ in **********, who came the next day, July 22. In order to resolve the problem they had to cut out a section of sheetrock in a closet backing up to the sink to access a ***********************. This is what the HWA technician said needed to be done but he needed additional authorization. Lantzs technician cut the pipe above the ***********************, cleared the clog and finished the job in about an hour and a half or so. The charge was $275. As I had already been dealing with this problem for over 5 weeks I did not wait to get prior approval for the work. On August 5, I wrote to the claim manager that I had gotten the problem resolved and to either arrange to reimburse me the $275 I had paid in full or refund the $75 fee I had paid to the HWA technician that didnt resolve the problem, cancel my renewal and refund my full premium. She said she couldn't pay the claim, could only refund the $75 if I didn't cancel and cancellation would be pro rata as the renewal was 8/6 and it is 8/9.

  Business Response

  Date: 08/16/2022

  *********,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their plumbing stoppage claim (no.: 3116359).
  

  As the customer stated in their complaint, they elected to use their own technician but did not wait to get prior approval from HWA before completing the repairs.
  

  Please refer to the terms and conditions section **************** number 2; We will not reimburse for any services performed without Our prior approval.
  

  Although the customer did not follow our reimbursement process, *** is pleased to honor the customers request and reimburse the customer in the amount of $275.00 upon receipt of a paid invoice. The customer may e-mail the invoice to ******************** at ********************************************* for review.

  In regards to the customers request for a full refund, a refund in the amount of $576.89 is due to the customer at this time.
  

  Please refer to the terms and conditions section Cancellation; 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.
  

  Should the customer choose to proceed with their cancellation request they may e-mail ******************** at *********************************************.
  

  Thank you,
  

  The HWA Team

• Initial Complaint

  Date:08/06/2022

  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.

  With the sale of our home we purchased the most expensive home warranty plan with HWA in Dec 2021. We filed a claim with them regarding our HVAC/Furnace. They picked a company to perform the inspection. We paid the $100 service fee for the call. The company sent all the requested documentation informing HWA that the heat exchanger was cracked and the furnace would need to be replaced. The cracked furnace is a serious safety issue as it caused carbon monoxide to be released into the home. HWA contributed to request the Local HVAC company to sent them more info. They have sent all the information including photos more than 6 times. On my first call to HWA, they needed the report from HVAC tech. Next call, they they admitted to having the report but wanting photos. Next call, they admitted to having photos but wanting better photos. This is a never ending cycle of denying paying out for the claim, when the company they chose has clearly recommended replacement of the entire system. Based on an abundance of evidence from other claims and reviews, it is clear that this company does not provide any warranty. Not only do they deny all claims but even if they approve a claim they dont pay the local repair company as promised leaving the customer responsible. As this company does not actually offer or honor the warranty they sell, I request a refund of the full amount of the home warranty $625 plus the $200 Ive wasted in service fees based on the terms of said policy, as they had no intention of ever paying claim. This amount is considerably less than the $1500 **** pay out) that they are actually responsible for per the product them sold me. It may be best for all complaints to be shared with the States Attorneys General for a formal investigation into their business practices. Any one reporting a claim here, please report the same claim to the states attorney general office. https://illinoisattorneygeneral.gov/consumers/filecomplaint.html

  Business Response

  Date: 08/11/2022

  Dear **********************: 

  Home Warranty of America (HWA) is sorry to hear of the customer's frustrations regarding the heating system claim (claim no. 4168860). 

  On July 27, 2022, the customer placed a claim for the heating system stating that the heat exchanger is leaking. HWA dispatched ******* Airflow to submit the diagnosis.  Upon inspection, it was determined that the heat exchanger requires replacement. 

  CHW requested that ******* Airflow provide photos of the crack in the heat exchanger.  HWA cannot issue a claim determination without having proof of the crack in the hear exchanger. To date, the technician has failed to provide same and refuses to return to the customer's home.  

  On August 11, 2022, HWA returned the claim to dispatch for a new vendor assignment and also waived the service call fee.  

  While we regret to hear of the customer's frustrations, HWA has abided by the terms of the policy and will issue a claim determination upon receipt of the updated diagnosis.  

  Sincerely,

  The HWA Team