Complaints

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

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  Home Warranty of America

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

• 

  Home Warranty of America

  90 Washington Valley Rd Bedminster, NJ 07921-2118

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

• Initial Complaint

  Date:08/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a home warranty through HWA. The shower valves in my shower broke so I could not turn the handle on and off, and I contacted them for repair. They tried to send technicians to my home that used predatory terms on the phone with me such as "sweetheart" and "love". The internal plumber from HWA called me to tell me that I was being taken advantage of because I am a female and he has five sisters so he sees it all of the time. HWA agreed to reimburse me for the work but made it impossible for me to follow their guidelines. They needed the part information before the work was completed, but the water in my building would have to be turned off and the part opened to do so. I had two different plumbers in that could not identify the part without taking it apart as it was not labeled and was an obscure brand. At that point, I had my plumber complete the work while he was in there to avoid another trip with additional costs and two water shut downs for my building. The company now refuses to reimburse me and will not reply to my emails or phone calls. They also stated that they rejected my claim on the basis that "the faucet was leaking and has been repaired without prior approval". The faucet was never leaking. This has been ongoing since May. My claim number with HWA is *******. I am owed $1,417.00, and I would like to be paid this amount.

  Business Response

  Date: 08/10/2022

  Dear **********************: 

  Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the plumbing system claim (claim no. 2576056). 

  On May 17, 2022, the customer submitted a claim for the plumbing system stating that the shower k**** need new valves.

  On May 19, 2022, the customer requested to use the 'Claim Reimbursement Process' in which she has the option to use a technician of her choosing to submit the diagnosis for claim evaluation.

  Based on the customer's request, *** forwarded the Claim Reimbursement Process to the customer which stated, 

  Thank you for selecting the Claim Reimbursement Process offered by ***.
  Please follow the instructions below to ensure proper claim reimbursement.
  
  1. Reimbursement is only available for covered repairs.
  2. You are required to get authorization from *** before commencement of any repairs.
  3. For heating and air conditioning claims photos will be requested. To avoid any delay in
  processing your claim, please ensure your Service Provider takes pictures of the name plate
  and the inside and outside unit
  4. Your technician MUST submit a complete diagnosis online at www.hwaclaims.com.
  This department is only open during normal business hours. Failure to obtain authorization
  before repairs commence will cause a forfeit of your right to receive reimbursement from ***.
  5. Your Service Fee will be deducted from the total reimbursement amount.
  6. Please allow 30 days to receive your check.

  On June 24, 2022, the customer forwarded an invoice to *** dated April 30, 2022 indicating that repairs were completed almost two weeks prior to submitting the claim to ***. Therefore, *** is not liable for reimbursement based on policy provisions. 

  Please refer to section 2 of the *** User Agreement under ****************** which states, "We have the sole right to select the Authorized Repair Technician to perform the Service. We will not reimburse for any services performed without Our prior approval." 

  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: 08/10/2022

  
  Complaint: 17671430
  
  I am rejecting this response because:

  they did not provide me a safe technician to complete the repair. One of your contracted or employed technicians with ******* Plumbing called me, only to start calling me sweetheart and love, which is not only unprofessional, it is definitively predatory behavior. I chose not to let this man into my apartment for safety concerns. How could a young woman let a questionable man into her apartment to get a complete and proper quote for pre-approval? There was no reasonable way for me to get pre-approval for pre-authorization. HWA is utilizing companies in the area that not only are inefficient in their job, but harassing and posing a danger to their clients. HWA's own employee also used predatory language with me. Managers from your company have not responded to emails from me, and when I did get through, employees of your company were disrespectful.
  

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

  Business Response

  Date: 08/16/2022

  Dear ********************** 

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

  The customer would have still had the option to use a technician of her choosing to submit the diagnosis if she was not comfortable utilizing an assigned vendor, however she completed a repair prior to submitting the claim to *** which goes against the terms and conditions of the *** User Agreement. 

  *** requests this matter be closed.  

  Sincerely,

  The *** Team 

• Initial Complaint

  Date:08/04/2022

  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.

  This is regarding the claim# *******. The claim was opened around July-21st for A/C not working. The AC technician diagnosed the issue as bad condenser/coil and recommended that the condenser/coil must be replaced. I received a notification on 07/25 that *** has approved the replacement of condenser/coil and that the equipment will be shipped. Since then I tried to contact HWA multiple times regarding the status of shipment and equipment replacement, but did not receive any clear information. As of today (08/04), I still do NOT have clear picture of when the equipment will be delivered and replaced. I tried contacting the case manager ********************* several times, but no response. She said she will call back on 08/03 will status, but never received the call back. I tried to contact the AC technician/vendor assigned, but the technician also did not have a clear update. My tenant who is living in this house has a new born and small kids, and every day the temperature is ******* degrees here in *****, **. I have told HWA customer service regarding this several times, but no action has been taken thus far. My tenant has to leave the house each night and go to his siblings house to sleep because of this A/C problem. It has been more than 2 weeks now, and no concrete action is being taken from HWA. I told *** to issue a check for the equipment purchase & replacement and that I will take care of the replacement...but *** refused to that as well. This is simply frustrating. I am requesting BBB to take adequate action against HWA and help bring this case to appropriate resolution. Thanks.

  Business Response

  Date: 08/10/2022

  Dear **********************:

  Home Warranty of America (***) is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 4055937).

  Our most recent records indicate that the replacement was completed on or about August 8, 2022. 

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

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 08/10/2022

  
  Complaint: 17670088
  
  I am rejecting this response because: The A/C replacement is NOT COMPLETED.  The *** is lying that they have completed the A/C replacement.
  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 08/17/2022

  Dear **********************: 

  On August 17, 2022, *** contacted the customer and confirmed that the replacement was completed. 

  HWA requests this matter be closed. 

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 08/23/2022

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

• Initial Complaint

  Date:08/04/2022

  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.

  We contacted Home Warranty of America to have someone fix our air conditioner. They contacted a company to come out and fix it. They came out, we paid the $75 fee and they couldnt figure out what was causing the problem. So we contacted the warranty company again and they said no problem we will call another company and you will not have to pay the $75 since it wasnt fixed.The next company came out to see what the problem was and said ok we can fix it. They said they will call us to set up a time to fix the problem. We have since called them numerous times but they said they dont have two men available to do it and will have to call us back to set up the appointment! This issue has not been resolved and we originally called Home Warranty of America about it in May! At this point we just want the $75 back from the warranty company and we will get it fixed ourselves! We called the warranty company and they refuse to refund the $75 we paid to have the air conditioner fixed (which still has not been done).

  Business Response

  Date: 08/05/2022

  Dear **********************: 

  *** is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 2624479). 

  On May 18, 2022, the customer submitted a claim for the air conditioner stating that it is leaking. 

  *** dispatched ****************************************** to submit the diagnosis. Upon inspection, it was reported that the corner of the coil box is leaking water from drain pan. *** authorized repair on June 9, 2022.  

  On August 2, 2022, the customer contacted *** requesting reimbursement of the service call fee as he does not want the technician to complete the repair.  

  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." 

  Nevertheless, as a goodwill gesture, *** has issued a check to the customer in the amount of $75.00 as reimbursement of the service call fee.  Please allow 30 days processing. 

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

  Sincerely, 

  The *** Team 

  Customer Answer

  Date: 08/05/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It would have been nice if this could have been resolved without having to file a complaint.
  
  Regards,
  
  ****** Waste

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Warranty contract# IL03-SA01872722 Warranty contract price $575.88 HWA Home Warranty (/Choice Warranty?) committed to fix or replace covered appliances. Appliance in question: Dishwasher.Platinum coverage, per policy covers Dishwasher.Dishwasher was reported broken by online portal. Claim# *******.Paid $100 service fee for a service company to come out and inspect the appliance. Outcome of inspection per claim language: We have determined, the best long-term solution is to replace your Dishwasher. In lieu of replacement, we are offering you funds in the form of ****** eGift Cards based on your current system's features and capacity, to select the system of your choice.The gift card was $246. This amount is too low to replace dishwasher. Since company cannot fix this to my satisfaction, desired outcome is to refund the warranty contract purchase price. The warranty is worthless for this problem of dishwasher.Spoke to claim manager ************************* and *****. No change to above price. They cited some section of policy which doesn't jive with their marketing language of replacing appliances if not fixable. Company is fraudulent and seems to scam average folks like us.Issue is not resolved. Refund full contract price ($575.88) + service fee paid to vendor ($100) - funds already disbursed; if any.As of this complaint on 2-Aug-2022, we have not received any funds from this company to resolve our issue.

  Business Response

  Date: 08/05/2022

  Dear **********************: 

  *** is sorry to hear of the customer's frustrations regarding the dishwasher claim (claim no. 3514546). 

  On June 29, 2022, the customer placed a claim for the dishwasher stating that it is not advancing through cycles. *** dispatched ***** **** to submit the diagnosis. Upon inspection, the claim was approved for replacement with a buyout offer of $246.00.

  As per *** User Agreement at the Limitation of Liability Section, number 14, cash back in lieu of repair or replacement is calculated based on the amount of Our actual costwhich may be less than the retail price.  ***s actual cost is determined based on comparable units with similar though not identical features, capacity and efficiency.  

  The customer appealed the claim determination and was advised that the maximum we can allow to resolve the claim is $246.00.  The customer accepted this amount and the funds were authorized on July 29, 2022.  Please allow 30 days processing. 

  With respect to a full refund, please refer to the Cancellation clause 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."

  In regards to the customer's request for reimbursement of the service 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."

  Nevertheless, as goodwill gesture, *** is pleased to offer the customer a partial refund in the amount of $329.88 ($575.88 policy price minus $246.00 authorized claim). Should the customer wish to proceed with her cancellation request and accept the refund proposed, please contact ************ at *******************************************.  Please allow 30 days processing from day of acceptance. 

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

  Sincerely, 

  The *** Team 

• Initial Complaint

  Date:08/02/2022

  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 struggling to get any action from my home warranty provider. While they add notes to the file, they are often false and/or do not make any sense. I feel they are making the process so hard to avoid having to fulfil their obligation. * 7/16/2022 Filed a hot water heater claim * 7/17/2022 Called to follow up since I had not been contacted by a provider (plumber) They do not have a record of this call but they told me to give it time. I understood since it was a weekend. 7/18/2022 Called to follow up. The rep asked me to give it 24 hours since they were trying to find a provider 7/19/2022 Called to follow up. Was told "my file had been noted for the "Reimbursement" program so I needed to find my own plumber. I told them that sounded fine, thanked them, and said I would call my plumber. 7/21/2022 My plumber assessed the situation, I paid him for the visit , and asked him to send me his findings so I could submit them Shortly after his visit, I received notification from the warranty company they were sending out D&R Plumbing. I called the warranty company for clarity. They indicated I had hot "initiated the correct paperwork" so I need to use their plumber. I asked what paperwork and was told I received an email on 7/17/2002 telling me I about the "Reimbursement Plan." I did find the email which was not clear and no one mentioned this during my calls on the 17th, 18th, or 19th. I had no choice but to their plumber (and was out the service fee for my plumber) so I booked an appointment with their plumbing company. Their plumbing company missed the appointment. I contacted them, they apologized but indicated HWA is not a company they feel comfortable working with. 7/22/2022 I called HWA to determine next steps. And the story continues with them finding new obscure ways to avoid meeting their obligation. They have no escalation path.

  Business Response

  Date: 08/05/2022

  Dear **********************: 

  HWA is sorry to hear of the customer's frustrations regarding the water heater claim (claim no. 3907837). 

  On July 16, 2022, the customer submitted a claim for the water heater stating it is not turning on.  HWA offered the customer the option to use her own technician to submit the diagnosis for claim evaluation.  HWA received the diagnosis from the customer's technician which recommended replacement. 

  On August 3, 2022, HWA approved the claim and authorized a check to the customer in the amount of $2,029. Please allow 30 days processing. 

  While HWA regrets 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 

• Initial Complaint

  Date:08/01/2022

  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 lied to by this company multiple times causing me to lose money and have to relocate my kids twice because they have not resolved my AC issue. They have told me multiple different things on numerous occasions but the worst was being told a leak in my ac would be fixed by a "supervisor" and then the technician telling us they denied it. This has caused a longer delay of cool AC for my four children in SOUTHEAST ********* and caused a leak in my inside unit, ruining my floors.

  Business Response

  Date: 08/05/2022

  Dear **********************: 

  HWA is sorry to hear of the customer's frustrations regarding the air conditioner claims (claim no. 3285205 & 4229151). 

  On June 19, 2022, the customer submitted a claim for the air conditioner stating that it is not cooling properly. HWA dispatched Fenivs A/C & Heating to submit the diagnosis for claim evaluation. Upon inspection, HWA authorized repair to the blower motor and drain line. 

  On July 30, 2022, the customer contacted HWA reporting that the unit is leaking and requires further inspection.  HWA submitted a new claim for the air conditioner and assigned Above & Beyond A/C & Heating LLC with an appointment date of August 10, 2022. 

  On August 5, 2022, HWA contacted the customer and offered her the option of using a technician of her choosing to submit the diagnosis for claim evaluation.  The customer stated that she will look for a technician with a sooner appointment, however if she cannot schedule a sooner appointment, she will keep the appointment that is scheduled with our vendor.  

  While HWA regrets 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: 08/16/2022

  
  Complaint: 17647099
  
  I am rejecting this response because:Our issue has still not been resolved. We haven't gotten any update or notes with a diagnosis or anything but just got told we will have a balance of 3 thousand dollars. HWA is a joke. 
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 08/17/2022

  Dear **********************: 

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

  *** authorized the replacement of the air conditioner on August 15, 2022 and advised the customer that they have reached the maximum liability per the *** User Agreement which states, "You understand and agree that, in no event, will Our liability exceed $5,000 per Covered Item." As such, the customer has a balance due and owing to the technician upon arrival for installation in the amount of $3,848.00.  

  *** requests this matter be closed.  

  Sincerely, 

  The *** Team 

• Initial Complaint

  Date:08/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 07/26 I contacted HWA for service on my ** unit that went out. A technician was sent to our house on 07/27 and paid 100 dollars to diagnose the issue. The technician explained all he had to do was put in the work order for parts and replace it once everything came in. He stated that this could take up to 24 hours to be processed. On 07/29 I called HWA because I had not received any new information and a major heat wave is hitting our area. After making 3 phone calls, I learned our claim was cancelled because the issue was not with our ** but with our heating system. Its the middle of summer and 100 degrees. The heating system hasnt been activated for months. I called the technician that responded to our house and he confirmed that this was something the insurance company often does. The technician explained the issue again to the company and we were reassured that the work order would be processed. HWA is now requiring that we pay another technician to come out to diagnose the same issue before moving forward with a new claim. This technician cannot respond until Wednesday of next week. We will be without ** during a massive heat wave now for over a week with no parts having been ordered and no closer to having our ** fixed. HWA does not have a manager you can speak to and are extremely rude over the phone. I ultimately just want my ** fixed. We have paid roughly 600 dollars this year as part of our contract and have not filed any previous claims. If they are not going to fix this by early next week, I would like my contract ended and my money back to fix the ** unit

  Business Response

  Date: 08/05/2022

  Dear **********************: 

  HWA (Home Warranty of America) is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 4132263) and heating system claim (claim no. 4210461). 

  On July 26, 2022, the customer submitted a claim for the air conditioner stating that it is not cooling properly. HWA dispatched ********************* *** to submit the diagnosis. Upon inspection, it was reported that the failure is to the furnace and not the air conditioner.

  On July 29, 2022, HWA forwarded communication to the customer stating, "It was determined by the technician that a different trade technician is required (heating claim). Your claim has been closed. Please contact us at your earliest convenience to open up a new claim for the correct system."

  A new claim for the heating system was submitted and HWA assigned **************************************** to submit a diagnosis.  On August 2, 2022, the policyholder contacted HWA advising they would like to cancel the claim. HWA cancelled the work order accordingly.

  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 

   

   

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/15/2022 or fridge stopped cooling and freezing our food. We made a claim with home warranty of America. They sent a technician which we paid $100 to look at the fridge. He stated the compressor was bad and it would cost $1300 to fix. they denied the claim because they said it was not normal wear and tear. the fridge was 10 years old. We appealed and they still denied. The technician stated that this can happen at this age of fridge. We lost over $450 worth of groceries and meat. On 7/14/2022 we contacted Home warranty of America because our hot water heater t/p valve popped and was leaking and our hot water was scalding. Also we noted that the hvac was leaking and they are located together in a utility closet. was was pooling between them and leaking into the crawl space. The linoleum started to roll away and the floor felt weak. We tried to dry it out with a sham wow towel and fan while we were waiting on a company provided by them to assess the situation. Was told the old issue they would cover would be the popped t/p valve and we were going to have to pay for the pipe and the hvac was a separate claim that we would have to pay another $100 service call for. The company that ordinally looked at it D&R plumbing, heating and cooling had already looked at all of it and submitted the claim. They only give you 7 days to appeal and they cover nothing. We paid over $800 for this warranty and they have yet to cover anything.

  Business Response

  Date: 08/04/2022

  Dear **********************: 

  *** is sorry to hear of the customer's frustrations regarding the refrigerator claim (claim no. 2572999) and the water heater claim (claim no. 3868345). 

  With respect to the water heater claim, the customer placed the claim on July 14, 2022 stating that the tank is leaking. *** dispatched D&R Plumbing & Heating to diagnose the failure. Upon inspection, it was reported that the the water heater required a relief valve and reported damage to the customer's flooring. *** authorized replacement of the relief valve, however *** is not responsible for damage to the floor. 

  Please refer to your terms and conditions section Limits of number 6; we are not responsible for consequential or secondary damages. 

  In regards to the customer's complaint regarding placing an additional claim for the air conditioner, please refer to the *** policy section 3 under ***************** "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..."

  Lastly, on May 17, 2022, the customer placed a claim for the refrigerator stating that it is no longer freezing and advised *** that the last time the refrigerator was working was on May 15, 2022. *** dispatched A&E *************** to diagnose the unit.  Upon inspection, it was reported that the compressor failed. 

  *** communicated the claim determination to the customer stating, "It has been determined the refrigerator has a damaged compressor. Under normal wear and tear conditions this failure takes time to occur and cannot develop within commencement 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."

  The customer filed an appeal to the claim determination and the Case Manager advised the customer that the policy start date was May 6, 2022 and based upon the failure and last time working, the refrigerator did not enter the policy in proper working condition.  

  Nevertheless, as a goodwill gesture, *** would like to offer the customer a check in the amount of $500 to put towards the cost of replacement.  Should the customer accept, please contact ************ at *******************************************.  Please allow 30 days processing from day of acceptance. 

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

  Sincerely

  The *** Team 

  Customer Answer

  Date: 08/04/2022

  [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:07/27/2022

  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.

  Home Warranty of America Sent an unlicensed handyman to inspect leaking copper pipes not a licensed plumber Decided that according to their "policy" that "Hardwater" caused the pipe to leak even though we get the water from the city municipality and refuse to cover anything. Policies are written in a way to give a way to not cover anything. 7/26/2022

  Business Response

  Date: 08/03/2022

  April V.,
  
  Home Warranty of America (***) apologizes for the any frustrations the customer may be experiencing regarding their plumbing system claim (no.: 3524560).
  

  Based on the diagnosis from Jacks of Many Trades LLC it was determined that the water lines became clogged with chemical build up and were unable to work properly,and needed to be replaced.
  

  Please refer to the terms and conditions section Limits of Liability 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 July 26, 2022 an *** case manager spoke with the customer. The customer stated that the failure was due to normal wear and tear. The *** case manager then spoke with the technician who stated that the copper pipe was soft which is caused by high pressure or hard water build up. The customer was advised that this would remain a non-covered claim. The case manager offered the customer $150.00 in lieu of the claim denial and they declined the offer.
  

  Regarding the customers request for a refund, should they choose to cancel a refund in the amount of $429.17 is due to the customer at this time. The customer may e-mail ******************** at ********************************************* to advise if they wish to proceed with cancellation.
  

  Thank you,
  

  The *** Team

• Initial Complaint

  Date:07/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/20/2022, I filed a claim with Home Warranty of America (***) due to my AC unit going out. The lack of communication and lack of professionalism of *** has been a nightmare to deal with. After the technician came out to my home, I followed up with *** to check the status of my claim. Each time I called to speak with a representative, the same scenario would happen, i.e., they would place me on hold and "attempt" to call the technician to gain more information; however, the technician would never answer and they would "leave a message" with the technician. I was able to reach out to the technician who stated he had submitted all the information needed and that he was waiting for the *** to respond. When I called the *** again, they were in the process of giving me the same run-around/generic message; however, once I had provided them with the information that the technician told me, the representative stated they had JUST received the notification. Shortly after, I received several email confirmations stating that my claim was approved. Upon receiving my last "approved" email, I was told that I would have to pay $900.00 to the technician to cover "non-covered" costs (i.e., "modifications needed such as duct, copper, drain, or electric to support your new equipment"). I followed up with my technician and he stated the $900.00 included "labor to bring in the new unit, removal of the old unit, welding in the new unit, additional refrigerant, and supplies.". I reviewed my warranty contract extensively and as a Diamond Warranty Holder, the "fees" that they are claiming are due are all a part of the installation process, which is covered under my warranty. I have attempted to seek clarification and was told I would have to speak to a case manager. When I was assigned a case manager, they sent me an email that provided me with a link to discuss my claim. Tomorrow will be a week since I filed my claim and the earliest to speak to my case manager is 8/3/2022.

  Business Response

  Date: 08/03/2022

  April V.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding their air conditioning claim (claim no.: 3977947).
  

  Based on the diagnosis from *** Services the customer was approved for supplied coil and condenser. HWA will be supplying the supplied coil and condenser, and covering the technicians labor. There are non-covered charges due in the amount of $900.00 to the technician. Upon speaking with an

  HWA case manager regarding the cost(s), the customer accepted the non-covered charges on July 25, 2022
  

  The equipment was ordered on July 28,2022 and the estimated date of delivery/pickup is August 2, 2022. This information was provided to the customer and the technician. Once the technician obtains the equipment a repair appointment can be scheduled. Should the customer wish to contact the technician directly they may be reached at **************.
  

  HWA requests this matter be closed as we have approved the customer for repairs and they have agreed to the non-covered charges.
  

  Thank you,
  

  The HWA Team