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:11/19/2024

  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 paid $ 100 fee to have a whirlpool guys through Hwa come out to fix our dishwasher. Due to the age and parts not available for the dishwasher he was unable to fix it. When I contacted our case manager. She said they can do nothing about this as the dishwasher does not have a serial number or model number. In October we had a gentleman come out regarding our air conditioner. We paid $100 for this service as well. He advised us of the problem and showed **** where the problem was. However once again , on top of the home warranty policy price purchased by the seller of our home, and the $100 we paid up front, we were told he couldn't fix it because they don't do duct work. So far this company has collected $875 and provided NO service. We will need to buy a new dishwasher as well as having to fix a problem with the air working ourselves after getting ripped off for $200 from us and $675 from the people who sold our house to us and purchased this warranty as required at our closing. This is gross negligence and misrepresenting what this company says they will provide. It infuriates me what businesses can get away with by word salad policies!! We are retired and on a fixed income and this policy should have helped us instead of keep charging us to look at things they seem to have no intention of fixing!

  Business Response

  Date: 11/20/2024

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 16102502) and the dishwasher claim (claim no. 16399367). 

  With regard to the heating system, our records indicate that the customer placed their claim for service on October 17, 2024, stating that the heating system is not working properly. 

  Per section B(2) of the User Agreement, "You will pay a Service Fee for each ******************** request You submit to Us." 

  HWA dispatched ****************************** who reported failure to the defrost control board, which *** approved for repair.  There was no report of failure to the ductwork, nor has the customer submitted a claim under ductwork to have the issue inspected.  

  With respect to the dishwasher claim, our records indicate that the customer placed their claim for service on November 11, 2024.  HWA dispatched ********************* who reported that the unit is missing the data tag with model and serial number information. 

  Based upon this information, *** determined that the claim is non-covered in accordance with section G(8) of the User Agreement, "We are not responsible for any repair, Replacement, installation, or modification of any Covered Item lacking a visible model or serial number." 

  The customer placed an appeal prompting assignment of a Case Manager, and it was explained that the claim will remain non-covered accordingly. 

  While we regret to hear of the customers frustrations, *** has abided by the contract terms and conditions and requests this matter be closed.

  Thank you,

  **** *.
  Consumer Advocate 

   

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this warranty as protection with my new home purchase. I explained the importance of having reliable home warranty with no large out of pocket expense to myself. Im a disabled veteran and live on a fixed income. My AC has not been working properly and on the 3rd service call tech suggested replacing. *** of approved the claim but had negotiations with the repair vendor without me having any input and negotiated out of pocket cost of over $3000 for me to pay. The home warranty is suppose to repair or replace and make the customer whole again not negotiate on there behalf and stick me with large bill that I do not have the money to pay.

  Business Response

  Date: 11/20/2024

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 16355753).
  
  On November 7, 2024, the customer placed a claim stating the air conditioner was not cooling and when the unit would turn on it would hum and make a loud thumping sound. Additionally, that the lights would flicker.HWA dispatched Top Air Texas and based on the diagnosis received, the claim was approved for a Supplied Coil and Condenser. *** is supplying the coil and condenser, and covering the technicians labor. There are non-covered charges due to the technician in the amount of $3,050.00 for modifications.
  
  Per section E(7) of the Service Contract, We are not responsible for upgrades, modifications, components, parts, or equipment required to complete a repair or Replacement of a Covered Item due to incompatibility with existing equipment including, but not limited to,differences in technology, chemical and refrigerant requirements, or efficiency as mandated by federal, state, or local governments. We will disclose the cost of such non-covered charges, in aggregate, but will not itemize such charges.
  
  On 11/15/24, the customer accepted the charges and *** placed an equipment order.
  
  Our most recent records indicate that as of today (11/20),the technician confirmed he picked up the equipment and is awaiting communication from the customer. Please have the customer contact the technician to schedule installation.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *. 

  Customer Answer

  Date: 11/20/2024

  
  Complaint: 22578026
  
  I am rejecting this response because: we did not request any upgrades and if the unit is being replaced with the same coil and condenser there should not be any modifications. In addition the home warranty company spoke with my wife and she voiced our concerns about cost was given a price list of the items needed. A quick ****** search clearly showed these items all totaling less than $1000 vs the $3000 charge quoted and negotiated between the home warranty company and vendor. We spoke with the vendor who was told we found these items at a cheaper rate and we were told these are his prices and labor charges. 
  
  
  
  Regards,
  
  ***** ******

  Business Response

  Date: 11/22/2024

  ********* *.,
  
  Our most recent records indicate that as of today (11/22), as an alternative option, *** offered the customer our full cost for repairs in the amount of $1,620.57 upon receipt of a paid repair invoice. *** is pending a response from the customer at this time.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.  

• Initial Complaint

  Date:11/18/2024

  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 purchased a home warranty through Home Warranty of America (HWA) because a couple of the appliances/utilities in the new home were on the older side. Then on Saturday, November 2 our water heater stopped working. *** sent out a ********** on 11/6 who recommended a replacement of the unit, saying repair would be near impossible as parts would be extremely difficult to locate and expensive. *** did not like this report so requested a second opinion. The second ********** was able to come on 11/11. He also recommended replacement for the same reasons. Still HWA wanted to attempt to go forward with the repair. However, they are now saying the required parts are backordered until February 2025. According to them , we just need to wait. For months. With no hot water at all. They say this is reasonable. I say this is fraudulent.

  Business Response

  Date: 11/21/2024

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their water heater claim (no.: 16302620).
  
  Afte further claim review, *** has assigned the work order back to ************ Plumbing and approved the claim for a Supplied Water Heater. *** is supplying the water heater and covering the technicians labor.There are non-covered charges due to the technician in the amount of $988.00 for modifications, labor for modifications and disposal.
  
  Per section G(7), We are not responsible for upgrades,modifications, components, parts, or equipment required to complete a repair or Replacement of a Covered Item due to incompatibility with existing equipment including, but not limited to, differences in technology, chemical and refrigerant requirements, or efficiency as mandated by federal, state, or local governments. We will disclose the cost of such non-covered charges, in aggregate, but will not itemize such charges.
  
  Per section G(13), We are not responsible for the cost to dispose of a Covered Item or one of its components.
  
  Water line material: $75.00
  Gas line material: $75.00
  Venting material: $75.00
  Disposal: $100.00
  Labor Charge: $555.00
  Tax: $108.00
  Total: $988.00
  
  Notification was emailed to the customer today (11/************ such. Once the customer accepts the non-covered charges *** will place an equipment order. Upon receipt of such, the technician will contact the customer to schedule installation.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.
  

  Customer Answer

  Date: 11/25/2024

  
  
  Better Business Bureau:
  
  *** did finally relent and admit that based on the recommendations for replacement by both **********s and the inability of anyone to find parts for a repair that they should replace the unit.  We were without hot water for just under 3 weeks and while they are a warranty company and not an emergency repair service, it became clear that they had no problem asking us to wait weeks or potentially months to handle our claim.  They even attempted to send a 3rd ********** which would have added another 2 weeks to the process.  Buyer beware.
  
  
  ***** ******

• Initial Complaint

  Date:11/14/2024

  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 for my furnace and was told I needed to pay $3,825 for them to replace my furnace. I do not understand why I should have to pay this much for a replacement.

  Business Response

  Date: 11/19/2024

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 16257347). 

  Our records indicate that the customer placed their claim for service on October 30, 2024.  *** dispatched Just *********** who reported a crack in the heat exchanger.  Based upon this information, *** approved replacement of the furnace including its respective labor to install and informed the customer of non-covered charges in the amount of $3,825.47 to account for the cost of modifications, which are excluded from coverage. 

  Per section 4 Exclusions of the User Agreement, "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." 

  Please find a breakdown of the charges below: 

  Electrical connectors 12-gauge wires 24-volt wire and wire nuts $267.62
  Sheet metal and ductwork fabrication $675.98
  Gas pipeline trac pipe and shut off valves $356.87
  System hauling fee $175.00
  Modification Installation labor $2,350.00
  Total non-covered: $3,825.47

  The customer declined the charges prompting assignment of a Case Manager, and it was explained that the charges must be accepted in order to effectuate replacement of the system as modifications are excluded from coverage. Thereafter, the customer opted to terminate coverage in lieu of accepting the charges.  

  While we regret to hear of the customers frustrations, *** has abided by the contract terms and conditions and requests this matter be closed.

  Thank you,

  **** *.
  Consumer Advocate
  

   

• Initial Complaint

  Date:11/11/2024

  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 18, we purchased a house located at **************************************************. For safety reasons, we requested a full-house ************** from Home Warranty on October 14 and paid $75. A total of five locks were changed. After the Cylinder rekeyed , the front entire door lock system failed and we could not open the door. We requested the Home Warranty to come to our house to solve the problem. On October 28th, the door lock repairman came by home warranty. Unfortunately, he did not fix the door, but made the problem worse. In the following two weeks, they proposed that the entire door must be replaced then they can change lock and solve the issue. The cost of changing the door and finding kind ofresource need to be solved by us.This is an unacceptable result for us. Obviously, the failure of the door occurred after the Home Warranty came to rekey, but we have to pay more for it. You know, we have not been able to open the front door for three weeks. everything is very inconvenient, and there is still no hope of solving the problem.

  Business Response

  Date: 11/13/2024

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their rekey claim (no.:15954041).
  
  On October 7, 2024, the customer placed a claim stating the house needs to be rekeyed, a total of six locks. *** dispatched Realty Rekey *********** **. As the technicians authorization was under the pre-authorized limit, no diagnosis was required.
  
  On 10/29/24, the customer stated that one of the locks the technician rekeyed, was not working and believed that it was broken. Therefore,*** recalled Realty Rekey *********** ** for 11/4/24. Please refer to section **************** (5), If work performed under this Agreement should fail within 30 days, We will correct the failure without a Service Fee.
  
  However, on 11/5/24, the customer stated the technician missed the recall appointment. *** called the technician during the telephone call with the customer wherein the technician stated he spoke to the customer and were awaiting a video.
  
  On 11/9/24, the customer indicated he submitted the video to the technician but had not heard from him to date.  
  
  Please have the customer email a copy of the video to ********************************************* for further claim review.
  
  Thank you,
  ******** *. 

• Initial Complaint

  Date:11/08/2024

  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.

  The first time I called the company they sent kept me waiting for two days and didn't fix the issue, so I asked them to send a different company the next time. They said they would, and then sent the same company I asked them not to send when I called again.
  
  Then they refused to cover a clogged drain for being a "preexisting condition"
  
  I got fed up and cancelled my policy over their failure and refusal to actually fix anything, and they prorated my less than a month old policy to only refund me $300

  Business Response

  Date: 11/11/2024

  
  
  Home Warranty of America (HWA) apologizes for any
  frustrations the customer may be experiencing regarding their policy (no.: **********).
  
  On 11/8/24, HWA terminated the policy per the customer’s
  request. Confirmation regarding such was emailed to the customer the same day.
  Therefore, a pro rata refund in the amount of $309.58 was issued back to the original
  method of payment on file as of today, 11/11/24 in accordance with section H(2)
  of the Service Contract:
  
  “If You cancel within the first 30 days of the Order Date,
  We will refund the paid Agreement Fee less any Service Costs incurred by Us
  (unless prohibited by law). b. If You cancel at any time after the first 30
  days from the Order Date, We will pay You a pro rata refund of Your paid
  Agreement Fee for the unexpired term at the end of the month of which You
  cancelled less any Service Costs incurred by Us (unless prohibited by law). If
  Our Service Costs are greater than the prorated refund, You shall pay us the
  lesser of the difference between (A) Our Service Costs; and (B) any unpaid
  Agreement Fees or unpaid Annual Monthly Agreement Fees. c. In addition, You
  shall be responsible for an administrative fee of the lesser of $50, or such
  amount as is permitted by law.”
  
  Amount Paid: $455.00
  Months Used: 1 ($37.92)
  Service Costs: $57.50
  Cancellation Fee: $50.00
  Refund: $309.58
  
  HWA requests this matter be closed.  
  
  Thank you,
  Michelle C. 

  Customer Answer

  Date: 11/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  As I explained several times to the representative assigned to "help" me with my claim, I accidentally filled the form out incorrectly. I'm disabled and the text on the form was small. I didn't discover the clogged drain until the night before I filed the claim. But she didn't care and refused to help me correct it.
  
  
  
  Regards,
  
  
  
  ********* *************

  Business Response

  Date: 11/20/2024

  ********* 
  
  The customer terminated coverage. Therefore, all outstanding
  claims have been closed. Furthermore, a pro rata refund in the amount of
  $309.58 was issued back to the original method of payment on file as of
  11/11/24.
  
  There is no further action that HWA can take at this time. We
  have complied in full with the terms and conditions of our contract. The
  customer refuses to do the same. Since the customer wishes to escalate this
  dispute, she needs to follow the procedure for Resolution of Disputes outlined
  in her contract.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer Answer

  Date: 11/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Company is shifting blame into the customer for their own poor service and refusal to honor the terms of the agreement. I'll ask again: How is a clogged drain a preexisting condition, and why did you deny coverage?
  
  
  
  Regards,
  
  
  
  ********* *************

• Initial Complaint

  Date:11/05/2024

  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.

  *** sent an email Friday, 11/1/24, notifying me of a plumbing appointment with a technician, RM, for Monday, 11/4/24 between 3-8pm. ** called to reschedule the appointment for Tuesday, 11/5/24 between 10am-2pm. On Tuesday, 11/5/24, *** sent 2 conflicting emails: the first email saying the claim was reassigned and RM would not be coming, then a second email saying RM was scheduled for Tuesday, 11/5/24 between 3-8pm. I called RM and they said *** had canceled the appointment. I called *** to ask why they had canceled the appointment and the representative said their authorization department canceled the appointment because *** wanted to get a second opinion from a different vendor. *** needs to fix the leak and stop unnecessarily delaying the work. *** also needs to refund the $75 service call fee since they wasted my time which I had to take off of work, and now I will have to waste more time waiting for them to find another vendor even though a vendor, RM, was already scheduled to fix the leak TODAY. *** needs to fix this today or tomorrow at the latest.

  Business Response

  Date: 11/06/2024

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 16126751). 

  Our records indicate that the customer placed their claim for service on October 19, 2024. *** dispatched ** ******** who reported that no leak was found.  

  Based upon this information, *** returned the work order to dispatch in order to obtain a second opinion diagnosis. Per section G(4) of the User Agreement, "We reserve the right to obtain a second opinion at Our expense." 

  Our most recent records indicate that the work order was reassigned to Drain King ******** and Rooter with waiver of the service call fee and an appointment scheduled for today, November 6.  As such, *** will determine coverage upon receipt of their findings accordingly. 

  While we regret to hear of the customers frustrations, *** has abided by the contract terms and conditions and requests this matter be closed.

  Thank you,

  **** *.
  Consumer Advocate 

  Customer Answer

  Date: 11/09/2024

  
  Complaint: 22518141
  
  I am rejecting this response because:
  HWA refused to cover the claim even though the pipe leak and repair area are completely within my property footprint/foundation. 
  
  
  Regards,
  
  B And E *****

  Business Response

  Date: 11/13/2024

  ********* *.,
  
  HWA is sorry to hear of the customers continued frustrations.
  
  Our most recent records indicate that the claim was reassigned to Drain King ******** and Rooter who reported that the copper line has a pin hole leak and that the leak is located in the neighbors garage. 
  
  Based upon this information, *** determined that the claim is non-covered as the issue is located outside of the homes main foundation.
  
  Per section C(2) of the *************************** with the exception of pool/spa, well pump, septic tank pumping, irrigation system,external water line, external sewer, septic line, outdoor kitchen and air conditioner, must be located inside the main foundation or detached garage.
  
  Notification of the determination was issued to the customer, and an appeal has been placed. A Case Manager has been assigned for appeal handling who can be reached at ******************************.
  
  HWA requests this matter be closed. 

  Thank you,

  **** *.
  Consumer Advocate 

  
  

• Initial Complaint

  Date:11/03/2024

  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 for my dishwasher 10/13/24 and paid $85. The repairman came 10/19/24out and told us the dishwasher needs to be replaced. I called *** and the representative told me that they needed to find a model that is close to the one we have. They promise is to repair or replace your appliances under warranty. Everyday that I contact them they tell me they will expedite to a manager to sign off on the replacement and I will get the information by email in 4 hours. They have never responded and there is no manager that you can speak with. They refuse to respond. I am owed a placement for my dishwasher that can not be repaired.

  Business Response

  Date: 11/05/2024

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 16040537). 

  Our records indicate that the customer placed their claim for service on October 13, 2024.  HWA dispatched GE Appliances to submit the diagnosis. Although, after several requests for the full diagnosis, the technician has only reported that the part is no longer available.  

  HWA requires that a full diagnosis be submitted in order to confirm that the failure was caused by normal wear and tear. 

  Per section B(10) of the ******************************** and Components means systems and components as specifically
  described herein as Included under Your Plan and become inoperative due to mechanical or electrical failures caused by normal wear and tear." 

  Nonetheless, *** has approved replacement of the dishwasher with a buyout in the amount of $246. 

  Per sections 7(I) and 7(O) and of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacement will be of similar or equivalent quality and efficiency to those being replaced...we are not responsible for upgrading or matching brand color or dimensions) in the amount of Our actual cost, which may be less than retail, to repair or replace any covered system, component, or appliance." 

  The customer may confirm their acceptance by emailing *******************************************************************************.  Upon acceptance, a check will be mailed within 30 days. 

  Thank you,

  **** *.
  Consumer Advocate 

• Initial Complaint

  Date:10/30/2024

  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.

  Purchased their Diamond home warranty plan starting coverage on 8/1/2024. Item under their covered policy - range/burner - has failed (Grate has crack in it all the way through, rendering it unsafe and unusable). Policy clearly states it covers anything that fails under normal use and wear and tear - but are refusing to pay out over it.

  Business Response

  Date: 10/31/2024

  ********* *.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the stove/range claim (claim no. 16116221). 

  Our records indicate that the customer placed their claim for service on October 18, 2024, stating that grate is cracked. *** dispatched GM Appliances who reported that two (2) burners are not shutting off correctly and that the cast iron grate is cracked.  

  Based upon this information, *** authorized replacement of the burner switches and informed the customer that the grate will not be covered as it would not crack under normal wear and tear conditions. 

  Per section C(2) of the **************************** (a) must become inoperative due to normal wear and tear." 

  Per section G(5) of the User Agreement, "This Agreement does not cover cosmetic defects or malfunction due to misuse, abuse, neglect, or physical damage, accidents, fire, freezing, water damage, electrical failure, or surge, or excessive or inadequate water pressure." 

  The customer placed an appeal stating, "The grate cracked through normal use, not through abuse. Somehow after turning on the flame of the burner the grate itself just warped and cracked. Clearly this is defective and unusable..." 

  A Case Manager was assigned on October 30 who can be reached directly at ******************** or the customer may schedule an appointment via Calendly to complete the appeal process. 

  Nonetheless, based upon the foregoing, HWA stands on the determination as a cast iron grate would not crack under normal wear and tear conditions.  Further, *** excludes coverage for failures that occur due to manufacturer defect.  

  No further action will be taken.  

  While we regret to hear of the customers frustrations, HWA has abided by the contract terms and conditions and requests this matter be closed.

  Thank you,

  **** *.
  Consumer Advocate
  

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my home warranty January 6 2024. I filed a claim for my freezer issue on march 1st 2024. The warranty service assigned ***** to come take a look. After several visits ***** said they are unable to repair the issue. The claim was then reassigned to a new company. The new company came to my house March 19th and continued to work on my freezer up until May. During this entire time I kept telling HWA (Home warranty of america) that my freezer continues to not function and I cannot keep waiting for this company to figure it out. In may they changed the freezer fan and stated the issue was resolved. However, starting in late June I started to have the same issue again, so I had to file a new claim (and pay an additional fee). ***** was again assigned to the job and came to my house approximately 11 times. Each time they ordered a new part and stated it would fix the issue, but none of the attempts worked. Finally they attempted to replace the entire circuit board in September. Immediately upon changing the circuit board the entire fridge shorted and is no longer functioning. So instead of just having issues with the freezer, now my entire unit is not functioning. For the last 6 weeks I have not had a fridge at all. All my food went bad. I have to eat out every night. I have lost hundreds (if not thousands) of dollars in food. I expressed all of this to *** several times. I have called them over 60 times and spoken to ppl. They then sent a 4th company out who essentially said it is not repairable. So after 7-8 months *** has finally accepted this. But now they are offering me $980 for a fridge that I recently purchased for nearly $3000! Not to mention THEY BROKE THE FRIDGE! And they dragged the case for 8 months! They dragged the case on and made ME pay every single month! Clearly theyre purposely dragging cases longer to increase monthly payments then make an offer at 1/3 the cost! ********

  Business Response

  Date: 10/29/2024

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the refrigerator claims (claim nos. ******** and 12914483). 
  
  Our records indicate that the customer placed their initial claim for service on March 1, 2024. *** dispatched ***** ************* however, they removed from the work order due to their refusal to submit the diagnosis. 
  
  Per section 7(B) of the User Agreement, "Problems cannot always be diagnosed and repaired on the first service visit. We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs." 
  
  The work order was reassigned to ***** & ********* Appliance, and they were authorized to replace the compressor inverter. After the repair was completed, a recall was placed for further inspection. However, the technician was unable to keep the service appointments due to scheduling conflicts.  
  
  The subsequent claim for service was placed on July 20, 2024. *** dispatched ***** ************* to submit the diagnosis. However, as the estimate to complete the repair was underneath the amount in which required prior approval, the claim was automatically approved. A diagnosis is not required in the event the estimate to repair is underneath the pre-authorized limit.
  
  Thereafter, a recall was placed and *** approved replacement of the control boards.  Although, after completing the repair, the technician reported that the unit continues to have issues and requested to be removed from the wok order.  
  
  HWA reassigned the claim to Cal-Fix ************* & Appliances. Based upon their diagnosis, *** approved replacement with a buyout in the amount of $986. 
  
  Per sections 7(O) 7(I) of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacements will be of similar or equivalent quality and efficiency...we are not responsible for matching color, dimensions or brand) in the amount of Our actual cost, which may be less than retail, to repair or replace any covered system, component, or appliance." 
  
  The customer appealed claim outcome which prompted assignment of a Case Manager, and it was explained that *** offers cash back at Our cost, which may be less than retail. Further, the amount does not account for system brand, color or dimensions. Nonetheless, *** increased the buyout to $1,199, which was declined. 
  
  As a gesture of goodwill, *** has increased the buyout from $1,199 to $1,549 as a final offer.  Should the customer wish to accept, they may email *******************************************************************************.  Upon acceptance, a check will be mailed in lieu of a ****** eGift card which will allow the customer to shop at a retailer of their choosing.  
  
  Alternatively, should the customer wish to decline and continue their dispute, they may refer to the procedure for Dispute Resolution as outlined in the contract. 
  
  While we regret to hear of the customers frustrations, *** has abided by the contract terms and conditions and requests this matter be closed.
  
  Thank you,
  
  **** *.
  Consumer Advocate