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:07/21/2022

  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.

  I cancelled my Policy that was suppose to be effective on July 13th on that same date July 13th. My refund amount should have been *******, and they only refunded me *******. When I called they told me that they charged me for the month, became very rude and hostile and hung up on me. No explanation. These people don't let you speak they have horrible customer service. I have screenshots of my payments and my refund.

  Business Response

  Date: 07/27/2022

  Dear April V.,

  Home Warranty of America (HWA) apologizes any frustrations the customer may have experienced regarding their policy no.: IL03-SA01801045).
  

  On July 14, 2022 HWA issued a refund to the customers card ending #**** in compliance with the terms of the policy in the amount of $1,746.31.
  

  Nevertheless, HWA is pleased to refund the additional $101.32 to constitute a full refund at the customers request. Please allow up to 30 days for processing.
  

  HWA requests this matter be closed as we have agreed to refund the customer in full ($1,847.63) at their request.
  

  Thank you,
  

  The HWA Team

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a home warranty with Home Warranty of America, On July 3rd I filed my first claim with them because my AC stopped working. After 10 days of waiting for a technician to be found by HWA, I called my own technician to evaluate the problem(I had a technician out in 2 days) I found out my outdoor unit needs to be replaced. Because I don't have the money to pay for that big expense out of pocket (hence why I got a home warranty) I called Home Warranty of America and told them I needed them to find a technician because the unit needs to be replaced and honestly I don't trust them to reimburse me even if I had the money to pay. It is now 7 days later and I'm still without AC and they have not "found a technician" Can anything be done about this?

  Business Response

  Date: 08/04/2022

  April V.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 3610975).
  

  On August 4, 2022 CHW spoke with the customer and confirmed that they will proceeding with their own technician. The customer was advised to submit the diagnosis, photographs and itemized paid invoice to ********************at ****************************** for review. Upon receipt of the requested information HWA has agreed to reimburse the customer up to their policy cap.
  

  We thank the customer for their patience regarding this matter.
  

  Thank you,
  

  The HWA Team

• Initial Complaint

  Date:07/20/2022

  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 paying for an extended home warranty for 3 years now since we moved into our home. Recently, our air conditioning system went out and for 2 months now, it has not been fixed. The first "technician" they sent out did not put a tool on our system and said he was just going to submit a claim for a replacement, telling me that there would most likely be $1500 in overage costs based off of what the warranty deems as upgrades. I would debate that nothing that would be needed to get our air conditioning system functioning again should be considered an upgrade. I then get a **** from the warranty company for $2600, $1100 more than what I was told. For weeks, I asked for a detailed description of the charges. Once I got the rough breakdown 2 weeks later, I reviewed it with another technician who told me the charges were outrageous. I called the company and explained my concern and their response was that they had to take his word for it. I explained to them that he was committing fraud and they said they didn't care. I then asked for a new technician to come out. The new company, ********************************* was very good and helpful, they expressed to me that while trying to submit the claim, the company was very difficult to work with and in the end, called and told me that they, unfortunately, would not be able to take care of my repair as they are no longer going to work with HWA, due to unprofessional practices. All the while, I have been calling and leaving voicemails with my "case managers" ***********************, who I have not gotten responses from in weeks. I am completely fed up with this company and I want my air conditioning fixed at this point, I do not feel I should pay a cent due to the stress and anguish we have had to deal with. I have 2 young children and pets who are suffering due to the incompetence of this company that clearly doesn't care. If you would like me to explain any of this in further detail, please feel free to give me a call.

  Business Response

  Date: 08/03/2022

  April V.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (claim no.:2473354).

  As previously indicated the customer did not agree with the non-covered charges from the previous technician and requested the claim be reassigned.
  

  Please refer to the terms and conditions section **************** number 2; We have the sole right to select the Authorized Repair Technician to perform the Service.
  

  Nevertheless, HWA honored the customers request and reassigned the claim. Our most recent records indicate that ******* Mechanical reported to the customers home today August 3, 2022. Upon receipt of their diagnosis HWA requested photographs from the technician confirming their report of a refrigerant leak.
  

  HWA is pending the information at this time from the technician.Once this information is obtained HWA can move forward with the customer's claim.
  

  Thank you,
  

  The HWA Team

• Initial Complaint

  Date:07/20/2022

  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 policy with HWA. My A/C broke down on 06/29/2022 and I called HWA the day after. They booked a technician visit for 07/03/2022. The technician did not come and did not communicate to me, despite my calls. I called HWA again and they re-booked the technician for 07/05.2022. Again the technician did not come. I was able to talk to him only late in the day, after calling several times and we agreed to meet on 07/06. When I came he assessed the problem and said it's not AC but electricity (likely a fuse). I paid the $100 fee, HWA closed the claim and open another claim with an electrician. At the second appointment the electrician did not show up and we agreed to meet for the day after: when we met he said it's not an electricity problem but AC (he was also an AC technician): the motor and condenser were broken. However he could not repair them, because it's not a AC claim. I paid the $100 and called HWA again. So they sent a third technician, who promptly did not show up at the appointment, we agreed to meet the day after and when he came he established it's the motor and condenser and said he was coming the day after to fix. The day after he came and said that HWA was denying the claim on the ground that the damage was caused from a power surge, which has not been communicated to me by any technician. I called ComEd and they say my voltage is ok adn have no trace of power surge. I escalated the claim and the first day the claims specialist want to talk to me is on 07/26/2022. In all this I have been a month without AC in the hottest period of the year, with two little kids (who are allergic to mold, which is developing), I paid $200 to not even know really what the problem is due to the clear incompetence of the several technicians sent and the claims specialist is refusing to respond to my e-mail to speed up the process. I am getting my own technicians and I expect a complete refund by the insurance. Claim # *******.

  Business Response

  Date: 07/27/2022

  Dear April V.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioning claim (no.: 3541810).
  

  Per the technician Chicagoland HVAC Services, it was determined that due to a recent electrical surge, the blower motor shorted out and failed, and is now in need of replacement.
  

  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.
  

  Nevertheless, CHW is pleased to offer the customer our cost(s) for repairs in the amount of $500.00. Should the customer choose to accept he can email ******************** at [email protected] is subject to 30 days processing from the date of acceptance.
  

  Thank you,
  

  The HWA Team

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel the policy for HWA since November 2021. I have yet to have them stop billing me and sending me emails on a past due amount. I would like them to stop the past due emails and cancel this service.

  Business Response

  Date: 07/27/2022

  Dear April V.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: IL03-SA01931507).
  
  Our records indicate that a request for cancellation did not occur. On 10/27/21 and 11/29/21 monthly payments failed. HWA tried to reach the customer on the following dates to bring the contract current:
  
  10/23/21 Failed Payment
  11/29/21 - Payment failed due to ACCOUNT CLOSED. Failed payment in AX
  12/8/21 Left message to call back
  12/15/21 - Left message to call back
  12/23/21 Left message to call back
  12/29/21 - Payment failed due to ACCOUNT CLOSED. Failed payment in AX
  12/30/21 No answer
  1/5/22 No answer
  1/24/22 - Left message to call back
  1/26/22 - Payment failed due to ACCOUNT CLOSED. Failed payment in AX
  
  No payments were received on this contract. On 2/26/22 the contract was written off in full. There would be no refund due as no funds were received.
  
  HWA requests this matter be closed as there is no refund due at this time as funds were not received.
  
  Thank you,
  
  The HWA Team

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We having been reaching out to this Home Warranty of America for months to repair our **, that is covered on our home warranty. We have had multiple companies sent out with absolutely no resolution. One company closed vents in our house and stated we had an airflow issue and no issue to either ** unit. This caused our house to heat up at a rapid rate, so we opened the vents back up. Another company came out, spoke zero English and was unable to communicate with us other that to say our compressor needed to be replaced. We had to ask the to even test the return vents which they seemed to think was an issue because they put in "some" refrigerant (coolant) as they said and then left. This was over a month ago and we have yet to have a compressor fixed or anything fixed with our ** units that are apparently leaking coolant and have multiple issues per the 3 outside companies we've had out on our own dime to compare the non-issue the home warranty company seems to think we have. We have 3 small children sleeping in HOT rooms at night because our ** can't cool our house properly, box fans everywhere and ** running at 69 degrees all day, every day just to try and keep our house 75 degrees in the main living space and 2 degrees warmer in the bedrooms. This is absolutely unacceptable. We have called Home Warranty of America multiple times a week for the last 3 months with no resolution other than to be told we'll receive a call back within 24 hours. They NEVER call us back. We follow up every single week, they say our ticket is pending something, or they haven't heard back from the ** repair company they sent out, etc. To get any hope of a resolution we need to put in a new ticket that starts the entire process all over again with an entirely new company that does absolutely nothing. We can't afford to replace either ** unit or repair them on our own and we shouldn't have to when it's supposed to be covered. We need our ** fixed and we need to stop being given the runaround.

  Business Response

  Date: 07/27/2022

  Dear April V.,
  

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioning claim (no.: 2866537).
  

  Our most recent records indicate that ****************** reported to the customers home yesterday July 26, 2022. HWA is pending a diagnosis at this time from the technician and has requested the information. Once HWA receives the diagnosis from the technician we can move forward with a claim determination.

  Thank you,
  
  The HWA Team
  

  Customer Answer

  Date: 09/19/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  This complaint I'm forwarding (#********) still has not been resolved with Home Warranty of America. After your initial contact, *** approved the replacement of the air conditioning unit, along with several other out-of-pocket expenses that would be required of myself. I asked the company to provide ALL costs that I would be responsible for, however they continued to give me the run around regarding install costs for the next month. I was not able to approve the claim in the system due to HWA and the technician delays. I've made at least 6 attempts to resolve in the last month, however no follow-up from HWA. 

  
  

  Can you help with this? We've had a faulty air conditioning unit (in *******, **) since the end of May. I want to approve the replacement and get this done ASAP! My sense is that *** is pushing this off until my contract expires next month.

  
  

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

  Business Response

  Date: 09/20/2022

  Dear **********************: 

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

  Our records indicate that the prior air conditioner claim (claim no. 2866537) was approved for replacement and the customer's non-covered charges were in the amount of $1,020 to account for modifications and/or upgrades necessitated by replacement. 

  The customer requested the technician a breakdown of the non-covered charges, however the technician did not provide this information to the customer and after 30 days the claim closed and a new claim was placed. 

  To date, we have not received the updated diagnosis from the vendor. 

  In goodwill, *** is pleased to offer the customer a check in the amount of $706.25, which represents ***'s cost for the replacement of the condenser and labor, to apply towards the cost of repair using a technician of their choosing. Should the customer wish to accept, please contact ************ at *******************************************.  

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 09/21/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  This complaint I'm forwarding (#********) still has not been resolved with Home Warranty of America. After your initial contact, *** approved the replacement of the air conditioning unit, along with several other out-of-pocket expenses that would be required of myself. I asked the company to provide ALL costs that I would be responsible for, however they continued to give me the run around regarding install costs for the next month, telling me that they are trying to reach the technician. *** claimed they were resending the same technician to my home, setting up an appointment, however no one showed up. I was not able to approve the claim in the system since the link to approve expired, due to HWA and the technician delays. I've made at least 6 attempts to resolve in the last month, however no follow-up from HWA.

  We've had a faulty air conditioning unit (in *******, **) since the end of May. I want to approve the replacement and get this done ASAP! My sense is that *** is pushing this off until my contract expires next month.
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 09/27/2022

  Dear **********************: 

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

  The customer did not accept the non-covered charges and therefore, after 30 days, the claim expired. 

  In goodwill, *** offered the customer a check in the amount of  $706.25 which represents ***'s authorized portion of the claim, however the customer has declined the offer. 

  As the claim has now expired, the customer is now required to submit a new air conditioner claim, however, in goodwill, *** has waived the service call fee.  

  HWA requests this matter be closed. 

  Sincerely, 

  The HWA Team 

  Customer Answer

  Date: 09/29/2022

  
  Complaint: 17584421
  
  I am rejecting this response because:

   

  It is unaccepatable that the replacement cannot be completed due to lack of response from the vendor that HWA selected for the repair. Common sense says, if the vendor selected is not responding, you find another vendor to do the work. *** is not fulfilling their obligation as a warranty company if they are aware that a repair is necessary, but not working to identify a vendor.
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 11/07/2022

  The customer placed a new AC claim (claim no. ******** which was approved for replacement. The customers non-covered charges are $950.  As per section 4 of the policy Exclusions, 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

   

  In goodwill, we have offered to cover the non-covered charges, however, to date, the customer has not responded to our email nor returned our call. 

   

  As we have fulfilled our contractual obligation, we consider this matter resolved and request the complaint be closed.

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a home warranty with this **mpany. I filed a claim for air **nditioning not working properly. I was called by the home warranty ** and said a technician will be to our home between 7am 11 am. Nobody came. Spoke with the ** they subbed the work out to and they had no appt set for us. Home warranty ** will not let me speak with a supervisor to try and resolve this. Now they say tomorrow between 3 pm and 8 pm. The customer representative at the home ********************** said they were rude to him. Bottom line I have paid for a service and they are not producing the service. I want to speak with a supervisor/manager to resolve this.

  Business Response

  Date: 07/27/2022

  Dear April V.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioning claim (no.: 3857392).
  

  On July 27, 2022 HWA reached out to the customer and left a message for call back. Our recent records indicate an appointment was scheduled for July 18, 2022. To date, we have not received any diagnosis from the assigned technician Strong ************* & Heat. HWA can provide the customer two alternate options at this time:
  

  We can reassign the claim to a new technician to diagnose the failure

  1. The customer can use their own technician and submit for reimbursement

  2. Should the customer choose to accept one of the options proposed he may contact ******************** at *********************************************.
  

  Thank you,
  

  The HWA Team

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AC unit went out on 6/23/2022.File the claim with HWA on 6/23/22.They were not able to send anyone out until 7/1/22, after initially advising that a technician would be out 2 to 24 hours.The company they hired came out on 7/1/22, and did not submit the claim. The company was Overflow Heating and Cooling LLC.This information was only found out after calling HWA 7/9/22. The claim was then reassigned to a new company, and advised that the service fee would be waived on 7/14/22.The new company Alabama HVAC and Construction, said that they $100 fee would have to be paid up front by way of cash app, before they would come out to service on 7/16/22. They would not accept cash. Tried contacting HWA, no answer. It has been extremely hot, have had to purchase portable AC, and myself and son also became sick from the heat.I have been a customer with HWA since 7/20/20, and feel this situation is not being handled at all.

  Business Response

  Date: 07/27/2022

  Dear April V.,

  Home Warranty of America (HWA) apologizes for any continued frustrations the customer may be experiencing regarding their ductwork claim (no.: 3461656).
  

  On July 27, 2022 HWA offered the customer the option to proceed for reimbursement and use their own technician. The customer declined the offer. HWA advised the customer that we would continue to search for a technician.
  

  Our most recent records indicate an appointment has been scheduled with Oasis Air LLC for August 1, 2022 between 11:00 a.m. 3:00 p.m. Should the customer have any concerns regarding the upcoming appointment they may contact the technician directly at **************. We apologize for the unforeseen delay. As a result, HWA has waived the service call fee for the upcoming appointment.
  

  Thank you,
  

  The HWA Team

• Initial Complaint

  Date:07/18/2022

  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.

  Home warranty of America, also known as Choice Home Warranty, denied my claim for ductwork repair based on, according to them, the ductwork wasn't supported correctly. They say this is not covered under my policy. I spoke to the technician after the claim denial and he informed me that the *** claim representative tried to get him to say it was either due to rodent activity or incorrectly supported ductwork. He said that he told them that neither of those was the reason for the leaks. They said that they have experienced this before where *** representatives will flat out lie to avoid paying on claims. Ductwork repair is covered under my policy, for which i pay nearly $100/month, and i want them to pay for the repairs. Thank you

  Business Response

  Date: 07/22/2022

  Dear *********************

  Home Warranty of America (HWA) apologizes for your frustrations regarding your ductwork claim (no.: 3639376).
  

  Our records indicate this was resolved. On July 20, 2022 you accepted our offer in the amount of $785.00. Funds will be mailed to your residence in the form of a check. Please allow up to 30 days for processing.

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

  Sincerely,
  

  The HWA Team

  Customer Answer

  Date: 07/22/2022

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

• Initial Complaint

  Date:07/13/2022

  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 a paid home warranty through HWA. On Thursday (7/7/22) our air conditioner suddenly stopped working. We filed a claim with HWA on (7/7/22) and they sent a **** company of their choosing (Design **** LLC, ************) out to our house on Monday (7/11/22) who then determined a remedy and sent a diagnostic report over to HWA. Since that time, I have called HWA daily, and they have repeatedly said they need additional information from the **** company to even move the claim towards an approval process. Today (7/13), I was told that they now need to reassign the claim to another company. This is after days of trying to get a response, I was also told by one of the employees that I would have a decision yesterday (7/12) and that never came through. We are now going on OVER A WEEK without air conditioning with heat advisory temperatures outside (over 107 degrees on some days) and have two young children. My house is consistently 98 degrees on the inside and this has become a significant risk to the health of my family. I do not know what else to do at this point as it appears HWA is intentionally avoiding processing our claim and that we now must restart the process with another company.

  Business Response

  Date: 07/22/2022

  Dear ***************************,

  Home Warranty of America (HWA) apologizes for any frustrations you may have experienced regarding your air conditioning claim (no.: 3707524).
  

  You placed your claim on July 7, 2022 and HWA assigned Design HVAC. The appointment was scheduled for July 11, 2022. You spoke with HWA on July 13, 2022 and inquired regarding the status of your claim. HWA advised you that we were awaiting additional information from the technician. It was reported that the technician did not service your type of equipment. As a result, HWA dispatched your claim back to our vendor network on July 13, 2022.

  However, on July 14, 2022 you elected to use your own technician and submit for reimbursement. HWA then sent you our instructions for reimbursement.HWA is pending a diagnosis at this time from your technician. Once received HWA can move forward with your claim.
  

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

  Sincerely,
  

  The HWA Team