Business Profile

Home Warranty Plans

Home Warranty of America

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Complaints

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

Customer Complaints Summary

1,486 total complaints in the last 3 years.
326 complaints closed in the last 12 months.

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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:07/13/2022
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.
I am a customer of ********************. Tuesday July 5 my air conditioning was not cooling the house nor kicking on. While, there was an incredible heat advisory that day, here we are a week later without any new development with the a/c. Still not cooling the house or working. Monday July 11, contacted the company at **************, allowing time with the high temperatures. I was told it was being worked and they were trying to find a contractor with availability and I would be contacted in 24 hours. Next call 24 hours later, nothing. Another 24 hours, you guessed it. Escalated team is working without a direct contact. Supervisor cant be talked too either. Last two calls I was told one would call back. Here I am staying with family and a week later I dont even have an HVAC company assigned ( that would be one step even if they were booked with appointments ) Im hoping that you can assist. I have paid for a service and would like someone assigned to fix the job. Thats it. Services rendered for payments into the warranty. I cant just move companies now with an existing issue. Thank you in advance, *****
Business Response
Date: 07/22/2022
*********,

The customer was informed via email on July 16 that an appointment with ************************************************* has been scheduled for Monday, July 25 between 11 and 3. Once we receive the diagnosis from the technician we will proceed with the claim.

Sincerely,

*****
Home Warranty of America
Office of the President
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.
- I signed up for home warranty services through Home Warranty of America (HWA) on May 15, 2022. I elected to pay the monthly charges for a year versus the entire amount up front.- I made a call for service on my A/C system on the week of the 20th through the 24th of June, 2022. I am not sure to which date exactly, but it was in this week that I called for service from it making such a loud noise.- The technician who came, said the A/C system will need to be replaced. The technician also came out the same week the claim was made. - I waited a week before HWA sent me an email saying they will not honor this claim to replace this system, that it was a prior issue. This is also the week the system finally stopped working. At first, it tripped the breaker and then completely stopped working.- I called HWA and complained that everything on the house then would be considered a prior issue since we currently use them. I did not have any issues last month or the month prior and my electric **** was normal. Now this month, my electric **** was going to be double and the system is making loud noises. - The issue was not resolved and I had to get the system replaced by other means. I have my fianc's sick mother at my house battling cancer and did not have the luxury to fight back and forth with HWA to have them honor the services I pay for.- As a resolution, I am looking for the following 3 items:1. Refund from the months I paid 2. Refund from the service call to the technician 3. Cancellation of the service
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.: 3326659).
Per the technician Local Mechanical, it was determined the air conditioner had a damaged compressor, evaporator coils, and condenser coils. 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 IV ******* Systems and Components means systems and components as specifically described herein as Included under Your Plan and are in proper working order on the Coverage Period Start Date.
In regards to your request to cancel coverage and be refunded the months your paid for your policy (no.: *********), due to your dissatisfaction HWA will honor your request. HWA has cancelled your policy and issued a full refund in the amount of $173.76 at your request. Please allow up to 30 days for processing.
In regards to your request to be refunded the service call fee you paid, the fee is due to the technician for his service under the terms of your agreement.
Please refer to your terms and condition section III. Service Calls letter E; 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 calls wherein coverage is deemed excluded, or denied. The Trade Call Fee is due if You fail to be present at a scheduled time, or in the event You cancel a Service call at the time an Authorized Repair Technician is on the way to Your ******* Property or at Your ******* Property.
Nevertheless, HWA is pleased to refund you the service call fee in the amount of $85.00 per your request. Funds will be mailed to your residence in the form of a check. Please allow up to 30 days for processing.
Sincerely,
The HWA Team
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.
I submitted a claim for ** repair on June 13th, 2022. Home Warranty of America has not had my ** repaired yet. I have been a paying customer for over 5 years. I have never missed a payment, they take their money out of my account every single month. I cannot get anyone to talk to me or update me on my claim and when they do, it's still not resolved, they always have an excuse that they blame on the ** repair company they sent to my home. It has been one month in 100 degree weather that I have been without my **. To speak with my case manager I have to schedule a time on her calendar and next avail is always 1-2 weeks out before I can even get on her schedule, now it says her calendar is not avail. The ** repair company has sent all info they keep requesting and still can't get the repair resolved. I already paid my $100 deductible a month ago and have agreed to any non-covered costs. I just need my ** repaired, this is why I have a home warranty in the first place. It is impossible to get anyone on the phone and I have sent numerous emails and left numerous voicemails to no avail. Please assist. I can't even get a manager on the phone they tell me they don't have one. They should have to re-imburse me at this point, cover non-covered expenses and repair my **! I had to suffer through COVID last week in a home with no ** in the summer in ALABAMA. None of this is acceptable business practice. Claim number ******* Policy number IL03-SA01790009. Also I had a divorce and they won't take my ex-husband's name off of my account even with divorce papers and his name not on the house, the monthly premium has always been deducted from MY personal checking account.
Business Response
Date: 07/22/2022
Dear *********************,
Home Warranty of America (HWA) apologizes for any frustrations you may be experiencing regarding your air conditioning claim (no.: 3141391).
Per the technician ***** *** Conditioning you were approved for repairs for an air handler. HWA would be supplying the air handler ($1,000.00)and authorizing the technicians labor ($320.00). There were non-covered charges due to the technician in the amount of $485.00. You declined these charges initially on June 21, 2022. You then accepted the non-covered charges on July 21, 2022. However,the technician is unable to complete the repairs at this time. We apologize for the unforeseen delay.
HWA can offer you two options
(1) We can reassign your claim to a new technician to re-diagnose your unit or
(2)Offer you our cost(s) of repairs in the amount of $1,320.00 and you can have the repairs completed by your own technician.
Please contact ******************** at ********************************************* to advise on how you wish to proceed.
Thank you for being a valued customer of ********************.
Sincerely,
The HWA Team
Initial Complaint
Date:07/12/2022
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 4-19-22, I filed a claim (#*******) with *** for a broken refrigerator. *** sent a ***** technician on 4-27-22 to inspect the refrigerator. The ***** tech stated the motor was not blowing, and the motor was discontinued and there would probably be no way to get a replacement motor. He said *** would probably 'buy me out.' I received a call from *******************************, the claim manager, on 5-5-22 at approximately 11:30 am. She claimed that the company was reviewing my claim, it seemed the company would probably 'buy me out,' and I would get an email about their decision by the end of the day. After not getting an email, I attempted (4 times) to request help/answer from her via email, but have not heard back from her. I attempted (dozens of times) to call for help/answer to my claim, and to talk to ******************. The person answering said I could not be transferred directly to her, but ****************** would have to call me back. To this day, I haven't heard from her. On 5-25-22, I was sent any email informing me that Top Flight Handyman would be coming for a service call on 5-26-22. I called and talked to the man that was assigned to do the call, and told him I had already had someone inspect my refrigerator. He said they did not like paying for expensive appliances, and he was waiting to get paid for a job he had already done. On 6-1-22 I was sent another email stating Trinity appliance repair would be making a service call on 6-3-22. By this time, after being WITHOUT A REFRIGERATOR FOR OVER 6 WEEKS, I had already bought a new refrigerator because I did not know if the warranty would ever give me a decision. On 6-2-22 I told ***** (Trinity ********* Repair) that I did not have the refrigerator anymore and to not come out. The next day he said he passed that information on to HWA, and told them that they should 'buy me out.'
Business Response
Date: 06/17/2022
June 17, 2022

Better Business Bureau
The Dispute Resolution ****************************************************
*******, ***** 77027

Case #******** *************************

To Whom It May Concern:

Home Warranty of America (HWA) sincerely regrets any inconvenience the customer may have experienced. *** has contacted the customer regarding the refrigerator claim. *** has determined that the refrigerator has been replaced prior to obtaining approval from Home Warranty of America.Per the Terms and Conditions of the Contract: 2. *** has the sole right to select the Authorized Repair Technician to perform the Service. HWA will not reimburse for Services without its prior approval.

The customer may call ************ and request a call back from their case manager should any continued issues exist.

Sincerely,
Office of the President
Customer Answer
Date: 06/17/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

Regards,

This "proposal" will not resolve my complaint. I filed a claim, HWA scheduled a service call, the service tech came and made his diagnosis, (which was the motor was no good and could not be replaced because it is discontinued), HWA claim supervisor called me and said the company was close to a decision and I would get an email by the end of the day (this was about 4 weeks after I filed a claim), and then, several weeks later *** emailed to say they were making a new claim number and sending another service tech. By now, two months after my refrigerator stopped working, and being without one, I bought a new one and had the old one hauled off. I had made MANY attempts to find out when I would get a decision. HOW LONG WAS I SUPPOSED TO WAIT ON A DECISION, AND BE WITHOUT A REFRIGERATOR? I needed a refrigerator. I guess their tactics are to wait someone out to see if they will just give up or do like I did; buy a new appliance and then they can claim that the warranty contract was not followed. My question is: How long was I supposed to do without a refrigerator? *** sent a repair tech and they did not like his diagnosis, so they just refuse to do what is right.
Business Response
Date: 06/27/2022
June 27, 2022

Better Business Bureau
The Dispute Resolution ****************************************************
*******, ***** 77027

Case #********- *************************

To Whom It May Concern:

Home Warranty of America (HWA) sincerely regrets any inconvenience the customer may have experienced. *** has contacted the customer regarding the air conditioning claim. The customer confirmed he purchased a new unit and these cost(s) were not approved.
Per the Terms and Conditions:
2. *** has the sole right to select the Authorized Repair Technician to perform the Service. HWA will not reimburse for Services without its prior approval.
The customer may call ************ and request a call back from their case manager should any continued issues exist.

Sincerely,
Office of the President
Customer Answer
Date: 07/01/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.] Not that it matters, but #1, its not an air conditioner issue, its a refrigerator issue. #2, *** DID send a technician one week after I filed the claim. He was sent (by ****** to inspect the refrigerator. ***** told HWA that the fan was not working, and could not be replaced because it was discontinued. A HWA claims manager TOLD me by phone about one month after I filed the claim that they were close to a decision and I would get a response that evening, and she said, "you will probably be bought out." I didn't get a response from her, even after I sent her several emails and attempted to contact her by phone. I was TWO months already without a refrigerator with NO answer when the issue would be resolved. I did WITHOUT a refrigerator for TWO MONTHS before I decided to buy a new one out of my own pocket because I did not know if *** would EVER make a decision and not just keep pushing the issue on and on.  This response by *** is unacceptable. The only thing I will accept is if they cancel my warranty for the next year (July 2022 to August 2023), and refund all of my money.

Regards,

Business Response
Date: 07/22/2022
*********,

We apologize for the customer's frustration. THe customer can submit a paid invoice for the replacement refrigerator and we will reimburse up to the limits contained in the customer's contract.

Sincerely,

*****
Home Warranty of America
Office of the President
Customer Answer
Date: 07/27/2022

Complaint: 17319327

I am rejecting this response because:
I am willing to accept the offer but would like to know how much home warranty of America is intending on paying first. Also, are they going to cancel my 2nd year of the contract and reimburse me the $500 I paid?

Regards,

*************************
Business Response
Date: 08/03/2022
April V.,
Home Warranty of America (HWA) apologizes for the continued frustrations the customer is experiencing regarding their refrigerator claim (claim no.:3639232).
*** is unable to determine the amount due to the customer without the itemized invoice. To date, CHW has not received the requested documentation. Please have the customer send to ******************** at ********************************************* for further review.
Should the customer wish to cancel their policy (no.: IL03-SA01711247)a refund in the amount of $450.00 is due at this time. To date, the customer has used 3 months of coverage and there is $50.00 cancellation fee deducted from their refund.
Please refer to the terms and conditions section Cancellations; You may cancel this Contract at any time. If You cancel this Contract within the first 30 days of the Coverage Period and no claims have been made, You are entitled to a full refund of the cost of this Contract. If You cancel this Contract within the first 30 days of the Coverage Period and a claim has been made or if this Contract is cancelled after 30 days from the Coverage Period Start Date, You will be entitled to a pro rata refund of the Contract Fee You paid for the unexpired term, less any actual Service costs incurred by Us and an administrative fee of the lesser of $30 or 10% of the Contract Fee. If Listing Coverage is cancelled after service has been performed, and the Contract Fee has not yet been paid, , You will be responsible for purchase of the Contract,or reimbursement to Us of Services incurred, whichever is less.
Nevertheless, HWA can waive the cancellation fee and issue reimbursement in the amount of $500.00 per the customers request. Please have the customer confirm with HWA if they wish to proceed with their cancellation request.
HWA requests this matter be closed.
Thank you,
The HWA Team
Customer Answer
Date: 08/07/2022

Complaint: 17319327

I am rejecting this response because:

I have sent an attachment via email to home warranty of America with the invoice for the out-of-pocket purchase of my refrigerator. I am waiting for an answer on the amount they will be paying. I also would like you to inform home warranty of America, as they have requested, that I wish to continue with the cancelation of my policy. I will be waiting for confirmation of cancelation and refund check. I have attempted to cancel for the past two months and can not be connected to someone that is responsible for this action. I hope to have this claim settled as soon as possible so I can close this complaint; it has been drawn out far too long.

Regards,

*************************
Business Response
Date: 08/16/2022
*********,
Our most recent records indicate that this matter was resolved in the amount of $3,861.67. A check (no.: ****) for the amount agreed upon was mailed to the customer on August 9, 2022. The customer did not confirm at the time of resolution that they wished to cancel their policy. Should the customer choose to cancel their policy, they may e-mail ******************** at **********************************************
Thank you,
The HWA Team
Customer Answer
Date: 08/16/2022

Complaint: 17319327

I am rejecting this response because:
As of today, 16 Aug. 22, I have not received the check. I am concerned that maybe it was sent to the previous owner of the house that purchased the policy. I also requested a possible tracking number on the check to see where it may be. Also, I informed ******** that I do want to proceed with the cancelation of the policy. Once I get final resolution (check for refrigerator claim, and refund for cancelation), I will ready to close on this issue.

Regards,

*************************
Business Response
Date: 08/25/2022
Dear **********************:
Our most recent records indicate that a check in the amount of $3,861.87 was issued on August 23, 2022 under check number 10684.
As the check is mailed via **** regular mailing, there is no tracking information that can be provided.
With respect to policy cancellation, the policy was cancelled on August 17, 2022 and the customer was issued a refund of $500.00. The refund will be issued to the credit card account on file ending in 1727.
HWA requests this matter be closed.
Sincerely,
The HWA Team
Initial Complaint
Date:07/12/2022
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.
Sellers purchased Warranty from Home Warranty of America as part of Sales agreement thinking that should something go wrong with an Appliance that the appliance would be Repaired or Replaced. Dishwasher broke so I contacted HWA for Repair. They sent their Tech and it was decided that the Dishwasher should be replaced. Instead they chose to "Buy Out", an unfortunate option that they solely have, rather than them Replacing the Dishwasher. They offered only $246 and stated that their Buy Out option was not intended to pay for the replacement of the item. That amount will just barely cover the installation cost. I ask what good is a "Warranty" that obviously does not cover anything, since they can elect to Buy Out for practically nothing?
Business Response
Date: 05/31/2022
May 31, 2022

Better Business Bureau
The Dispute Resolution ****************************************************
*******, ***** 77027

Case #******** *********************************

To Whom It May Concern:

Home Warranty of America (HWA) sincerely regrets any inconvenience the customer may have experienced. HWA has contacted the customer regarding the dishwasher claim. HWA has contacted the customer with an additional offer and is awaiting a response. HWA will continue to follow the claim to conclusion.

If there are any further questions or concerns, please feel free to contact me directly.

Sincerely,

****************
Office of the President
Customer Answer
Date: 06/02/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

The Updated Offer still does not Repair/Replace the broken Dishwasher. Not even close. They did contact me, though interestingly "their response indicating they had contacted me was already on the BBB Website before they actually made contact with me and made the offer", increase their Offer from $246 to $425. Again I ask, what good is a Home Warranty if it will not Repair/Replace the broken Appliance. And their "Buy Out" Offer is less than 30% of what it will cost for me to have it Replaced?

Regards,
****

Business Response
Date: 06/10/2022
June 10, 2022

Better Business Bureau
The Dispute Resolution ****************************************************
*******, ***** 77027

Case #******** *********************************

To Whom It May Concern:

Home Warranty of America (HWA) sincerely regrets any inconvenience the customer may have experienced. HWA has contacted the customer regarding the dishwasher claim. HWA has contacted the customer with an additional offer and is awaiting a response. Based on the customers unit this is the offer we have at this time which is an increase of a basic buyout.

The customer may call ************ and request a call back from their case manager should any continued issues exist.

Sincerely,

****************
Office of the President
Customer Answer
Date: 06/14/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

Offer still does not come close to replacing the Dishwasher. The warranty does mention a Buy Out, as they indicate, but they do not tell you that they are pretty much going to offer you "nothing" for the Buy Out. The Warranty was purchased so that I would not have to worry about something going wrong with the Appliances in the House. The offers that they have made, 2 of them, are a "Joke". $246 initially, and I firmly believe the ONLY reason they made a 2nd Offer (not much better than the first) is due to this BBB Complaint, and $425 after I filed the BBB Complaint.

Regards,

Business Response
Date: 06/24/2022
June 24, 2022

Better Business Bureau
The Dispute Resolution ****************************************************
*******, ***** 77027

Case #******** *********************************

To Whom It May Concern:

Home Warranty of America (HWA) sincerely regrets any inconvenience the customer may have experienced. HWA has contacted the customer regarding the dishwasher claim. HWA has contacted the customer with an additional offer and is awaiting a response. Based on the customers unit this is the offer we have at this time which is an increase of a basic buyout.

Per the Terms and Conditions of the Warranty:
14. Cash Option. HWA reserves the right to offer cash back in lieu of repair or
replacement in the amount of HWAs actual cost for the repair or replacement
services and equipment necessary to effectuate the repair and/or replacement,
which may be less than the retail price, to repair or replace any Covered Item.

The customer may call ************ and request a call back from their case manager should any continued issues exist.

Sincerely,

****************
Office of the President
Customer Answer
Date: 07/01/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

Since they want to bring up "Item 14", which in no way indicates ANYWHERE that there "Buyout" will be pretty much NOTHING. Third Paragraph of the Warranty Agreement they sent me:
"At HWA, we know how stressful it can be when the Appliances and systems you depend on break down. Your home warranty will protect you from the costs of repairs, replacements and breakdowns due to normal wear and tear of major systems and appliances, and take the stress out of the process of finding a repair technician"
What part of offering $265 (that would not even have covered the Installation costs) and then $425 (only offered hoping this BBB Complaint would go away) does any of the above? Your company is a SCAM and EVERYONE should know it.

Regards,

Business Response
Date: 07/13/2022
Dear *********************************,
Home Warranty of America (HWA) regrets to hear the frustrations you experienced regarding your dishwasher claim (no.: 2549764).
Per the technician it was determined to be more cost effective to replace your dishwasher rather than to repair it. HWA offered you $246.00 towards your dishwasher and you declined the offer on May 20, 2022.
Please refer to your terms and conditions section Limits of Liability number 14; Cash Option. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item.
On May 31, 2022 HWA attempted to contact you to no avail and a message was left. HWA increased the offer to $425.00. You declined the offer on June 1,2022.
We regret to hear your continued frustrations. On July 13, 2022 HWA attempted to contact you to no avail and a message was left.
Nevertheless, HWA is pleased to extend a final offer in the amount of $595.00. Should you choose to accept as resolution please contact ******************** at *********************.
Thank you,
The HWA Team
Customer Answer
Date: 07/13/2022

Complaint: 17283830

I am rejecting this response because:

Still does not come close to fixing my issue, of no dishwasher. Despite your Option 14, which indicates We reserve the right to offer cash back in lieu of repair or replacement IN THE AMOUNT OF OUR ACTUAL COST FOR THE REPAIR OR REPLACEMENT. So you are saying that you could have gotten the Dishwasher Repaired or Rplaced for $246, but chose not to? And basically have ONLY made additional offers in hopes this complaint will go away.
What about this, from the Cover Page of the Agreement, At HWA, we know how stressful it can be when the appliances and systems you depend on break down. Your home warranty WILL protect you from the cost of repairs, replacements and breakdowns due to normal wear and tear of major systems and appliances, and take the stress out of the process of finding a repair technician?
What part of ANY of this situation has done ANY of that? No, I do NOT accept your Offer. You are a SCAMMER and need to be exposed as so.

Regards,

*********************************
Initial Complaint
Date:07/12/2022
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.
Had an issue with our dishwasher leaking - filed a claim on 4-18-2022 - Paid our $100 deductible and had CTI Services ************** come out verify the issue and determine parts were needed to resolve the issue. HWA said multiple times "repair was approved" and we were waiting for CTI to order the parts. Every time we call CTI they verify that HWA has NOT approved the claim. On June 16th we were told that HWA was going to "replace" the dishwasher - what the offered and we rejected was a $200 Lowes gift card - we were then told we needed to speak with *********************** - "Case Manager" ********************* - but there is no response or voicemail for this line.We have contacted HWA DOZENS of times over months trying to get this resolved and no response from a Case Manager. We have had multiple scheduled appointments with the case manager which they do not call.We request either authorization for the vendor to repair the damaged parts or a complete replacement with a comparable item including labor per our CONTRACT with HWA.
Business Response
Date: 07/20/2022
Dear *******************************,
Home Warranty of America (***) apologizes for any frustrations you may have experienced regarding your dishwasher claim (no.: 2072086).
As the parts are no longer available *** is unable to repair your appliance. As a result, *** offered you a buyout in the amount of $246.00 which you declined.
Please refer to your terms and conditions section Limits of Liability section 14; Cash Option. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item.
On July 20, 2022 *** spoke with you an increased the offer to $585.00. You accepted the offer as resolution. 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 ********************.
- The *** Team
Initial Complaint
Date:07/12/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Filed a claim when my water heater stopped working. Policy #: IL03-SA01834701 Claim #: ******* LOCATION: ********************************************************************** ISSUE REPORTED: Water Heater Date claim was made: June 9, 2022 Home Warranty claimed the following companies would come to our home and none of them showed. The last appointment claimed they never confirmed with Home Warranty and they dont work with Home Warranty because they have a reputation of not paying their bills. Hold times are a minimum of 30 minutes, managers do not return calls, and I have been paying without any service provided for over one month. List of no show appointments. Im still waiting for a call to resolve.Appointment Date: Tuesday June 21st, 2022 Appointment Time: 03:00 PM -08:00 PM HWA Technician: Honey ****************** Services LLC HWA Technician Phone: ********** Appointment Date: Monday June 20th, 2022 Appointment Time: 11:00 AM -03:00 PM HWA Technician: ****** Home ************** Services HWA Technician Phone: ********** Appointment Date: Saturday June 11th, 2022 Appointment Time: 03:00 PM -08:00 PM HWA Technician: T and T ****** Services LLC HWA Technician Phone: **********
Business Response
Date: 07/22/2022
Dear *****************************
Home Warranty of America (HWA) apologizes for any frustrations you may be experiencing regarding your water heater claim (no.: 3065479).
We also apologize for the unforeseen delay regarding the technicians assigned to your claim. Our records indicate that HWA spoke with you on July 21, 2022 regarding the issue. An appointment was scheduled with Colony Home Maintenance and ****** Services of July 27, 2022. You confirmed the appointment with the technician directly as well as HWA. Please contact the technician directly at ************** should you have any concerns regarding your upcoming appointment.
Thank you for being a valued customer of ********************.
Sincerely,
The HWA Team
Customer Answer
Date: 07/22/2022

Complaint: 17550163

I am rejecting this response because we waited for the technician to arrive on Thursday, 7/21 per the msg received by Home Warranty the previous week. I took off of work only to learn an appointment was never confirmed and no one showed. A new appointment has been scheduled again. This is has happened repeatedly and it it still unresolved.

Regards,

*****************************
Business Response
Date: 07/29/2022
Dear April V.,
Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding their air conditioning claim (no.: 3623965).
Our most recent records indicate that the customer was approved for a supplied water heater. HWA will be supplying the supplied water heater and covering the technicians labor. There are non-covered charges due to the technician in the amount of $475.00. The customer declined the non-covered charges on July 29, 2022.
Expansion Tank: $475.00
Please refer to the terms and conditions section Exclusions number 4; Excluded Repairs. We are not liable for repairs related to adequacy or capacity of Covered Items in the Covered Property; improper installation, design, or previous repair of Covered Items not completed under this Contract; and problems or failures subject to a manufacturers recall. Unless the optional coverage for such is purchased, 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.
Nevertheless, HWA is pleased to cover the non-covered charges in the amount of $475.00 and issue payment directly to the technician. HWA has sent notification to the technician advising of such. HWA will be purchasing the equipment. Once the technician picks up the equipment a repair appointment can be scheduled.
HWA requests this matter be closed as we have approved the customer for repairs and will be covering the claim in full.
Thank you,
The HWA Team
Initial Complaint
Date:07/11/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased home warranty for my house in September 2021. On April 4, 2022 I called Home Warranty of America (***) and opened claim (Claim #******) and paid $100 copay to repair my refrigerator. The refrigerator was not cooling properly & the ice maker was not working. This claim was sent to the company called ************ by ***. This company came to my house at least 8 times and repaired it 3 times replacing the evaporator fan 3 times, the temperature sensor 3 times, the ice maker 1 time and other parts behind the fridge a couple of times. During the third time changing the parts, the technician said that if the issue is still not resolved after doing everything they can, the refrigerator is unrepairable. The issue was still not resolved! In the meantime, we are still wasting so much food and the family members were getting sick as our food is not being stored properly due to these repairs.After this third visit from ************, as the issue was not fixed, and I called *** again. This time they sent another company called One Source Appliance. The technician from One Source came and said that the fridge is Unrepairable as it was unsuccessfully fixed by the ******* companys technician 3 times. He recommended Replacement to ***. After this visit, I did not get any response from ***. So, I called again. They dispatched another technician from **************. This technician called me a day before the service and the day of the service but did not show up. After that I have been calling the *** every day, but no response from ***.Every time I call ***, the representative cannot find my claim and they need to escalate it. After calling about 3 or 5 times, I got a response maybe once. After over a three month-long period, numerous visits by the technician, and dozens of calls to ***, my fridge is still not working. It is very frustrating, and I am wasting so much food and money. This refrigerator needs replacement, and *** is not responding.
Business Response
Date: 07/20/2022
Dear ***********************************,
Home Warranty of America (HWA) apologizes for any frustrations you may have experienced regarding your refrigerator claim (no.:278178).
On July 14, 2022 you were approved for a buyout in the amount of $3,334.14. You have accepted. Funds will be mailed to your residence in the form of a check. The check will be mailed on Friday July 22, 2022. You were advised of such. Please allow up to 10 to 14 days for receipt of payment.
Thank you for being a valued customer of ********************.
The HWA Team
Initial Complaint
Date:07/08/2022
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 file a claim with america home warranty last may that out hvac is not working after a few weeks finally they send me an email that technician will come over so i did not work on the day that they scheduled. The technician did not show up. So i called the company and said they will reassign my claim to other technician after a week they scheduled for one and when he comes he said that our **** need to be replaced he submitted a quotation and I received an email that my out of the pocket is $900 so I agree. After a week i keep on receiving an email that the equipment have been ordered. After two weeks of receiving an email that my equipment was ordered I received an email that my claim will be reassigned to other technician. The technician came and submitted a quote to HW after few days I received an email for schedule that the **** will be installed. The technician contacted me and if I am aware that i am aware i am paying $3128. I said no HWA did not send any info i just received an email that i need to contact the case manager so i did. I told the case managet I cant afford $3128 and if our claim can be reassigned to the second technician since i can afford him. The case manager said she cant get hold of the second technician so i td her i can contact him and if hes willing to get the job done i can just informed her. So second technician said he did not received any call from HWA. I tried to call the case manager the phone number she gave me is wrong keep calling the costumer service but no call back from case manager. The third technician told me that HWA informed him that my claim is closed because that dont want to pay. And its a lie. The case manager keep lying on me when i was talking to her and shes not willing to help my case and dis not received a call back from her. This is the third month since i file my claim and no solution has been made by HWA
Business Response
Date: 07/13/2022
Dear ***************************,
Home Warranty of America (HWA) regrets to hear the frustrations you experienced regarding your air conditioning claim (no.: 2649094).
On July 13, 2022 HWA spoke with you and offered to cover $5,000.00 towards the cost of repairs to the technician. This is the maximum system payout available per your contract term.
You would be responsible for non-covered charges in the amount of $1,964.88. You stated that you would review the offer and contact us back.******************** provided you her contact information for follow up either via e-mail or telephone.
Thank you,
The HWA Team
Customer Answer
Date: 07/15/2022

Complaint: 17540496

I am rejecting this response because:
I just want to follow up regarding my claim. As you told me yesterday that youre going to check the new quote which is $5****** that Freemans Enter prise sent to HWA and youll get back to me.
According to the technician the New price is $5****** hes going to get lower price materials.
On July 13, 2022 As we spoke HWA is offering to cover $5,000.00 towards the cost of repairs to the technician. This is the maximum system payout available per my contract term. I will be responsible for $ ****** (the difference between $5******-$5000)which I am willing to pay.
The technician is willing to do it as soon as possible just waiting for HWA to approved it. He understand how its hard not to have air-condition during summer and its more than two months now. The temperature is going to be warmer in coming days and I have two little daughter that cant enjoy our house because its hot. Hopefully HWA understand it too and will make action As soon as possible
Thank you for your help!
Gaylie Arciaga

Regards,

***************************
Business Response
Date: 07/22/2022
Dear ***************************
Home Warranty of America (HWA) apologizes for your frustrations regarding your air conditioning claim (no.: 2649094).
On July 14, 2022 you spoke with HWA and stated that the technician agreed to install a cheaper unit for a lesser price and would be sending us a new quote. HWA reached out to the technician to go over the pricing and what you would be responsible for as far as non-covered charges to no avail and a message was left. HWA will be covering $5,000.00 towards the repairs. We are pending confirmation from the technician at this time regarding the non-covered charges. Should you have further concerns please contact the technician directly at **************.
Sincerely,
The HWA Team
Initial Complaint
Date:07/08/2022
Type:Customer Service 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.
laim Updates 07/07/2022 09:17 PM It has been two weeks and we are still without air conditioning, even though we pay for **************** It was stated that HWA has not even ordered the part necessary to fix the issue (that per contract is covered), and is now charging a fee of $480 that is not necessary or required based on information received from **********************. This is horrible service in my opinion and in no way puts the customer first-as with the current heat wave, it is now become a safety concern to continue to wait for your company to intervene. It is both disappointing and enlightening and we will be shopping for other companies to cover our home warranty needs the second the contract expires in October of 2022.
Business Response
Date: 07/13/2022
Dear ***************************,
Home Warranty of America (HWA) regrets to hear the frustrations you may have experienced regarding your air conditioning claim (no.: 3399676).
Per the technician ************************** you were authorized for repairs which includes part(s). There were non-covered charges due to the technician in the amount of $498.00. You declined the charges.
Total NCC : $498.00
FILTER DRIER: $75.00
TORCH FEE: $15.00
VACUUM: $100.00
DAMPER MOTOR: (NOT ZONE BOARD) $248.00
LABOR: $60.00
On July 13, 2022 HWA attempted to contact you to no avail and were unable to leave a message as your mailbox was full. Nevertheless, HWA is pleased to cover the non-covered charges in the amount of $498.00 per your request. The technician has been notified that HWA will be covering the full cost of repair(s). Please contact the technician ************************** directly to schedule a repair appointment at **************.
Thank you,
The HWA Team

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