Complaints

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

close

Find a Location

Home Warranty of America has 2 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Home Warranty of America

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

• 

  Home Warranty of America

  90 Washington Valley Rd Bedminster, NJ 07921-2118

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

• Initial Complaint

  Date: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.

  Claim was filed on October 14, 2024. HVAC Claim number is #********. I am a disabled Veteran on a fixed income. I put systems in place to prevent hardships. I have been a customer with *** for many years and they are now causing me a great hardship. I believe their contract agreement to be a means of deception pertaining to replacements and upgrades. I filed a claim on October 14, 2024. The technician failed the R-22 coil on my unit but not the condenser. Rather than replace the coil with another R-22 and provide the R-22 refrigerant for the R-22 condenser, HWA elected to upgrade the R-22 coil with an R-10 which now makes it incompatible with the R-22 condenser. Because the condenser did not fail, *** considers it to be an upgrade in order to to be compatible with the coil. This makes absolutely no sense and in my opinion is a means to confuse and take monetary advantage of long term customers with older homes such as myself. If the coil or the condenser fail, it should be an automatic failure for both since they must be the same in order to work. *** agreed to cover the cost of the coil which is less expensive, but want to charge me $1497.75 for the condenser and another $1050.00 for labor, plenum replacement, duct takeoff, duct modification, line set purging, furnace control board and thermostat. There is nothing right about this. *** has stated that R-22 equipment and refrigerant has been phased out. It has not been phased out but it is costly. So rather than them pay, they have chosen to put the burden of the expense on me, the customer. I am on the Diamond plan which covers up to $5000. Over the years, I have paid more than enough to cover this entire expense but they are refusing to pay. This is wrong and I sincerely hope, *** will make this right. I have spoken to the resolution department and an appeal case manager and sent the CEO an email. Received no response from the CEO. Thank you.

  Business Response

  Date: 10/29/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 16047995). 

  Our records indicate that the customer placed their claim for service on October 14, 2024.  HWA dispatched Sensible Heat and Air to the customer's home to submit the diagnosis. Upon inspection, the technician reported failure to the evaporator coil with recommendation of system replacement. The technician also listed the age of the system as approximately 28 years old.  

  On October 17, HWA approved replacement of the evaporator coils including its respective labor to install and informed the customer of non-covered charges in the amount of $1,497.75 to account for replacement of the condenser, which must be upgraded for compatibility with the new evaporator coils, in addition to non-covered charges in the amount of $1,050 to account for system 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." 

  Per section 9, Limits of Liability of the User Agreement, "We have the sole right to determine whether any Covered Item will be repaired or
  replaced." 

  The customer appealed claim outcome which prompted assignment of a Case Manager, and it was explained that *** is providing coverage for replacement of the failed evaporator coils, however the outside condenser must be upgraded for compatibility. Further, *** has the sole right to determine whether the system will be repaired or authorized for replacement.  As such, HWA will effectuate replacement of the system upon acceptance of the non-covered charges accordingly. 

  No further action will be taken. 

  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: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.

  This company is a scam. They do everything to delay your claim, they hire technicians who arrive in unmarked work trucks, who barely know what they are doing, and who are impossible to get on the phone. We had an issue with our furnace and contacted ***, it took nearly a week for a technician to come to our house (temps outside are currently around 30d at night), then another week for the claim to be "approved" by ***. We contacted the technician several times who assured us he was waiting for approval from ***, while at the same time HWA was also assuring us that the repair had been approved, and authorization had been sent to the technician. The technician's receptionist was unable or unwilling to get him on the phone, but told us they had NOT received authorization for any repairs, and then changed their story and told us the part was on backorder. Long story short, we were lied to over and over by both *** and the 3rd party technician they hired to repair our furnace. It has now been 2 weeks, it's freezing outside and I still do not have a working furnace and cannot get any answers out of either *** or the technician. The best "remedy" *** was willing to offer was to start the claim over from the beginning with a new 3rd party technician, which they said would include a new service fee. We have since had to hire an outside company to fix the furnace. Do not buy a home warranty from ***.

  Business Response

  Date: 10/29/2024

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 16106333).
  
  On October 17, 2024, the customer placed a claim stating the furnace was tripping the fuse each time it would turn on and *** dispatched Quickstop Heating and ************ Based on the diagnosis received, *** authorized the technician to replace the board. On 10/28/24, the technician informed *** a repair appointment was scheduled for 10/30/24 between 11:00AM 3:00PM CST.
  
  Although the same day, the technician then informed *** the part was on back order pending delivery. Please refer to section G. Limits of Liability (15) of the Service Contract, We are not liable for any failure to obtain timely service or delays in obtaining parts, equipment, or for delays due to conditions beyond Our control. Once the technician obtains the part, he will contact the customer to schedule a repair appointment.
  
  Thank you,
  ******** *.
  

• Initial Complaint

  Date:10/24/2024

  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.

  Policy #: ********* Claim #: ******** I filed a claim about a fridge with an ice maker that had an ice maker that wasn't working. I stated in the claim that this has been happening like this since I moved in to the home two months ago. On 10/12 HWA then set up an onsite appt, the repair person came on 10/17, I took time off work stayed home and paid the $75 and the vendor ordered the part. 10/21 I received a notice saying the claim was denied since it happened before I moved in and the policy was enacted, I said this in my claim - "it worked like this ever since I moved into the house." So I was upset that my $75 was taken and I went through the effort of taking time off for work - when you just could have told me at the beginning that this won't be ********** I filled out the form to talk to an agent about an appeal, I wanted to see if I would get my $75 back at least, since this was denied even though *** had the information already before they set up the visit. I made a calendly appointment through the website, and I received a text alerting me before the appt on my cell. However, I never received a call, I got an email later in the day telling me that my cell was out of order - the very phone number that you texted me the warning. So I made another appt the next day. The same thing happens, the agent said my number is out of order and no call. I decided to call to see if I could just talk to somebody about this claim - so I call ************** I am told to call ******************. I call and a recording tells me "There are no available agents in the queue at this moment" and hangs up. I call back several times, same thing.Then I call 0808 again, I am then told to call ************ and dial x4069, and am told they won't hang up. The same thing happens - the same recording and getting hung up on. Again, this happens several times.I've made ten calls to get hung up on - Can I just email somebody - or get a number of somebody who will pick up?

  Business Response

  Date: 10/25/2024

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 16035452).
  
  On October 12, 2024, the customer placed a claim stating the ice maker was not dispensing ice and HWA dispatched Desert Appliance. Based on the diagnosis received it was determined that the ice maker failed and needs to be replaced. Please refer to section C(2) of the ***************************** except as specifically described for Home Buyers coverage, must be in proper working order on the effective date of this home warranty Agreement.
  
  On 10/21/24, a claim determination letter was sent to the customer with the option to appeal and he did. The Case Manager has attempted to contact the customer on several occasions to no avail as the telephone number keeps coming back as a non-working number/disconnected.
  
  As of today (10/25), *** attempted to contact the customer with the telephone number provided in this complaint which is the same telephone number on file the Case Manager has been trying, but the number is out of service.  
  
  In regard to the service call fee, please refer to section B(4) of the Service Contract, You will pay a Service Fee for each ******************** request You submit to Us. Therefore, we are unable to honor the customers request to be refunded the service call fee paid to Desert Appliance.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *. 

• Initial Complaint

  Date:10/22/2024

  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.

  Bought home warranty for appliances on July 18, 24.water heater had some issue and hot water stopped. only warm water coming Tech said water heater needs to be replaced but case managers said you dont need to the case manager was just stuck arguing about the additional recommendation which was not solving my problem, i wasted 4 hours talking to various case managers but no one was helpful or understanding the actual issue. I talked to 5 different case managers and no one was ready to accept or listen my problem and they denied to replace the water heater. While they were selling the warranty, they clearly mentioned if the issue is not resolvable, we replace the appliance. Now when its the time to replace it they are trying to make excuses and not ready to replace.I decided to cancel since there was no surety if they will help me replace any other appliance in future or not if some issue arise. They gave fake promises to gain the sales. When they are not able to fulfill or provide what they selling.I told them to cancel the warranty and refund my money back, they charged me cancellation fees when it was their fault for me to decide to cancel due to their bad service.I am highly disappointed with this claim It was worst experience of life dealing with company to explain the issue, they are changing their answers to deny the claim. I need my full warranty money back what they charged me $560 plus they charged $85 for sending technician. If they don't even trust their own technicians decision, they are useless. I even need my $85 refunded for this reason as well.They gave fake promises to gain the sales. When they are not able to fulfill or provide what they selling, its no point giving business and trusting this company again. I am highly disappointed with this claim and not recommending them to anyone else in my friends and family. It was worst experience of life dealing with company to explain the issue, they are changing their answers to deny the claim.

  Business Response

  Date: 10/23/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 15937565). 

  Our records indicate that the customer placed their claim for service on October 4, 2024.  HWA dispatched Center Guard Plumbing 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 to have the unit further inspected. Upon reinspection, the technician reported that the water heater is producing hot water although it takes time to circulate the water to the top floors and recommended installation of a recirculation pump in order circulate the water upstairs faster. 

  Based upon this information, *** denied claim coverage as the contract excludes coverage for system upgrades and modifications. 

  Per section 7(J) of the User Agreement, "We are not liable for repairs related to adequacy or capacity of appliances, components, and systems in the home; improper installation, design, or previous repair of appliances, components and systems; and problems or failures subject to a manufacturers recall. Unless the optional coverage for such is purchased, We are not liable for repairs related to costs of construction, carpentry, or other incidental costs associated with the alterations, modifications, or upgrades of all appliances, components, or installation of different equipment and/or systems..." 

  The customer appealed claim outcome which prompted assignment of a Case Manager, and it was explained that the technician has recommended a recirculation pump be installed to repair the issue, however the contract excludes coverage for system modifications and upgrades and therefore it was determined that the claim would remain non-covered.  

  Thereafter, the customer opted to terminate the contract due to their dissatisfaction with claim outcome and they were refunded in accordance with section 8(D) of the User Agreement, "...if this Contract is cancelled after 30 days from the Contract Start Date, You will be entitled to a pro rata refund of the total purchase price 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 total purchase price." 

  With regard to the service fee, the service fee is required for each claim placed and is not reimbursable based upon claim outcome. 

  Per section 3(E) of the User Agreement, "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." 

  Nonetheless, in goodwill, *** is pleased to offer the customer a full refund in the amount of $560.  Should the customer wish to accept as resolution to this matter, they may email *******************************************************************************.  All payments are subject to 30 days processing. 

  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: 10/23/2024

  
  Complaint: 22462034
  
  I am rejecting this response because:
  

  The recirculating pump is not required per technician. Per State guidelines, the recirculation pump is required of you have more than 50 feet distance which i do not have. The Water ******* is not generating the hot water, how the recirculation pump will send the hot waster anywhere in the home. The tech confirmed with e resolution team person that it was an extra recommendation if the client is not getting hot water faster after new water *******. I am looking to refund the $560+ cancellation fee $50 and $85 for fee of tech which was not resolve the issue. The resolution team person and tech both agreed on that recirculation is not a issue. It was just waste of my time to going back an fourth with case manager and plumbing company as both has difference information. 
  
  
  Regards,
  
  **** ****

  Business Response

  Date: 10/24/2024

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

  HWA is sorry to hear of the customers continued frustrations.
  
  The technician confirmed upon reinspection that the water heater requires a recirculation pump in order to circulate the water properly. As per the diagnosis, Complaint is takes long time to get hot water at showers upstairs. Replacing heater will not help get water upstairs any faster. This will not help get water upstairs any quicker as they do not have recirculation line.
  
  With respect to the customers request, the service call fee is not reimbursable, nor did *** collect said fee. 
  
  As a gesture of goodwill, *** has offered the customer a full refund in the amount of $560 which includes waiver of the cancellation fee, in addition to waiver of the pro-rated amount which is deducted from the refund. 
  
  There is no further action HWA will take.
  
  Since the customer wishes to continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in the contract.
  
  This matter should be closed. 

  Thank you,

  **** *.
  Consumer Advocate 

  
  

  Customer Answer

  Date: 10/24/2024

  [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 not satisfactory to me. However I do not want to waste your time or mine either as company is not understating that the issue isn't to reach hot water but the issue id not getting hot water in whole home. I did  the claim for not getting hot water in whole home, company is focusing that i am not getting hot water on 2nd floor. 

  I am accepting the offer to full refund of $560, let me know the process.
  
  Regards,
  
  **** ****

• Initial Complaint

  Date:10/21/2024

  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.

  DO not fool with this company..if you have and issue with any item that you are paying for.They find anything to not fix or replace the parts..now you got to deal with this rude woman that is not willing to help you out of a failed a/c unit.. her number is ************** ex.4510..what a A............she should be fired talking to a person that's paying her salary.Yes I want all my money back and I'll fix my own unit.She needs to be demoted or fired..I've cancelled this fake contract..

  Business Response

  Date: 10/22/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no.16027679). 

  Our records indicate that the customer placed their claim for service on October 11, 2024, stating that the unit is not coming on.  The customer also listed the last time working date as October 6, 2024. 

  HWA dispatched **************** to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the blower motor is defective and that the system is low 3 lbs. of refrigerant.  

  *** issued the claim determination stating, "Based on the information provided to us by you and the Service Provider(s) assigned to your claim, it has been determined that the air conditioner has a damaged blower motor and a damaged sealed system that is low on refrigerant. Under normal wear and tear conditions this failure takes time to occur and cannot develop within commencement of the policy." 

  Per section C(2) of the User Agreement, "All systems must be in proper working order on the effective date of this home warranty
  Agreement. Known or unknown pre-existing conditions are not covered." 

  The customer appealed claim outcome which prompted assignment of a Case Manager, and it was explained that the issues were determined to be pre-existing as the failures would take time to develop and could not have developed within eight (8) days as term coverage became effective on September 29, 2024. 

  With respect to the Case Manager, HWA apologizes for any frustrations caused by the recent interaction with the Case Manager, and we are committed to addressing this issue internally and ensuring that it does not happen again.

  As a gesture of goodwill, *** has authorized a full refund of the paid policy premiums in the amount of $141.88 as resolution to this matter.  The refund will be credited to the customer's card ending in 6201 within 7-10 business days. 

  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:10/17/2024

  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.

  *** accepted my claim 9/12/24 for replacement of my A/C. I have not gotten the replacement as of 10/17/24

  Business Response

  Date: 10/21/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 15616451). 

  Our records indicate that the customer placed their claim for service on September 11, 2024. *** dispatched Cool Storm A/C and Heating who reported failure to the compressor. 

  On September 14, HWA approved replacement of the condenser including its respective labor to install and informed the customer of non-covered charges in the amount of $997.75 to account for replacement of the air handler, which must be upgraded for compatibility with the condenser, in addition to non-covered charges in the amount of $2,275 to account for the cost of modifications, which are excluded from coverage. 

  The customer accepted the charges and therefore the equipment order was placed with our supplier accordingly.  However, on September 23, the technician reported that the equipment order will need to be revised as the air handler requires a cased coil. 

  Based upon this information, HWA refunded the customer in the amount of $997.75 and informed them that the cost of air handler has increased from $997.75 to $2,400 as the technician will now be supplying the equipment, which they accepted.  
  

  HWA apologizes for the unforeseen delay in completing the repairs. However, our most recent records indicate that the technician was alerted today, October 21, that the condenser is ready for pick up. As such, they will contact the customer to schedule installation 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: 10/21/2024

  [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:10/14/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 10/2/24 my monthly cost went from $66.77 to $78.79. I called to discuss a possible reduction in the amount due to my budget constraints. I told the representative in the "resolutions department" that I needed to check with other companies for a better price. I cancelled the policy but was still paid through 11/2. When I called back I was promised a reduction in my service call from $100 to $75 and that my monthly charge would go to $56.25. After 2 additional calls, the service fee was finally corrected when I logged in to my account. Today I was told that they could not honor the $56.25/month that was promised. I spoke to "Star" and was told that if I could not accept $62.00/mo. that I should go somewhere else. I want them to honor the $56.25/month price I was promised.

  Business Response

  Date: 10/15/2024

  Stephanie W.,
  
  Home Warranty of America (HWA) apologizes for any
  frustrations the customer may be experiencing regarding their policy (no.: IL03-SA01893290).
  
  On 10/3/24, the customer spoke with a Retention
  Representative and requested to cancel her policy. HWA offered to lower the
  service call fee to $75.00 per call, but the customer declined. HWA then offered
  to lower her monthly premium to $56.25 per month, but she also declined. As a
  result, the policy was cancelled per the customer’s request.
  
  The same day the customer called back in to reinstate her
  policy and requested the $56.25 per month premium and $75.00 service call fee offer.
  HWA reinstated her policy and lowered the service call fee to $75.00 per
  service call.
  
  Our most recent records indicate that as of 10/14/24, HWA agreed
  to lower the customer’s monthly premium to $56.25 per month. Therefore, the
  monthly premium will resume on 11/1/24 at $56.25 per month.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.  

  Customer Answer

  Date: 10/15/2024

  [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 22420161, and find that this resolution is satisfactory to me.  At this time, the amount has NOT been updated when I sign in.  
  
  
  
  Regards,
  
  
  
  Margaret Primes

• Initial Complaint

  Date:10/04/2024

  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 put in a claim with Home Warranty of America (HEA) because our refrigerator would not stay closed and the dryer door handle snapped off. We filed this claim in August and the technician from HOME APPLIANCES *************** (**************) (****) came out on August 27th and after 15 minutes, collected $200 PLUS a credit card fee since he wanted cash, and I wasnt told this in advance so I only had a CC. I received NO further contact until 1) we received an email asking if I was happy with our repairs (WHAT REPAIRS?) and 2) started calling non stop. I had to FINALLY spoke with a person on September 11th who promised to get technician to contact me ASAP. **** contacted me on 9/11 via text. At 11:05am on 9/12 we set up an appt for 9/13 between 10:30-11:30am. I agreed to this time & then silence. After multiple texts asking the technician to confirm this appointment, I received confirmation at 3:46PM on 9/12. I sat waiting for the tech the morning of 9/13. I started calling and emailing around noon on 9/13 to no avail. l never received ANY communication until the afternoon of Saturday, 9/14 saying, oops, we can come in 20 minutes and claiming he never saw my texts or emails on 9/13. Do they think people dont have lives?!? I have not heard from **** since. I have been contacting *** since & was FINALLY assigned a case manager on 9/23. Since then I have been trying to reach my case manager via ***************** with no response. Today, after 2 hours, I reached a *** *********, who while very polite, was NO HELP. To be honest, it feels like HWA is a sham and they are just putting me off hoping I give up. I want to make sure that no one else makes the mistake of using HWA. **** is not professional, not friendly, and not responsive. This has been a terrible experience thus far all the way around.

  Business Response

  Date: 10/08/2024

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 15364604).
  
  On August 25, 2024, the customer placed a claim stating that the seal would not properly seal and the door kept popping open. *** dispatched Home Appliances *************** and based on the diagnosis received, *** authorized the technician to replace the door gasket. Although please accept our apology as the technician did not complete repairs and became unresponsive.
  
  Please refer to sections G(14) and G(15) of the Service Contact, (14) You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Providers performance. You also agree that We are not liable for damages caused by the Service Provider, including, but not limited to, consequential, incidental,indirect, secondary, or punitive damages. You expressly waive the right to all such damages and (15) We are not liable for: any failure to obtain timely service or delays in obtaining parts, equipment, or for delays due to conditions beyond Our control.
  
  As of 10/4/24, *** opened a new claim (no.: ********) on behalf of the customer and waived the service call fee. An appointment is scheduled with Rays Appliance Repairs for 10/16/24 between 11:00AM 3:00PM EST. Notification was emailed to the customer on 10/7/24 with the technicians contact information and appointment details.
  
  As an alternate option, *** would like to offer the customer our full cost for repairs plus the service call fee she paid in the amount of $300.00 upon receipt of a paid repair invoice. Meaning the customer can elect a technician of her choosing to complete repairs and submit the paid invoice for reimbursement of $300.00. Should the customer choose to accept as resolution to her complaint please have the customer email mcintron@****************************************** are mailed in the form of a check and subject to 30 days processing.
  
  The customer is also welcome to keep the upcoming appointment with Rays Appliance Repair for 10/16/24 should she prefer.
  
  HWA requests this matter be closed.
  
  Thank you,
  ******** *.

  Customer Answer

  Date: 10/08/2024

  
  Complaint: 22382452
  
  I am rejecting this response because as I have indicated twice now that I have a medical appointment out of the area on 10/16 and yet, again, Im getting no response to reschedule this appointment. I dont understand how people think they can randomly schedule an appointment without asking if the other party is available. It really shouldnt be this hard to get help. And again, its 2 repairs, both of which have been paid for. 
  
  Regards,
  
  ******** **********

  Business Response

  Date: 10/24/2024

  ********* *.,
  
  *** spoke with Rays Appliance Repairs today (10/24) wherein he confirmed he is available to report to the customers home on 10/30/24 between ****** ****** EST. The customer is welcome to contact the technician directly at ************** should she need to reschedule. *** also emailed the customer to advised her of the new appointment time.
  
  Thank you,
  ******* *.  

  Customer Answer

  Date: 10/25/2024

  
  Complaint: 22382452
  
  I am rejecting this response because I have been in communication with Rays Appliance and they are ACTUALLY coming today, October 25th. It is OFFENSIVE that *** tried to ALTER my arrangements with a company that isnt even the company named in the original complaint. Rays Appliance was also annoyed by the message they sent me YESTERDAY!  
  

  HWA needs to get people who can read and understand whats going on and not make false assumptions and NOT make appointments randomly with people without speaking with them. 
  
  
  
  Regards,
  
  ******** **********

• Initial Complaint

  Date:10/03/2024

  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.

  Submitted a claim for my AC not blowing cold air on Septmber 9th. ******* Mechanical was contracted to address the issue. On Sept 15th the technician arrived, replaced my condenser capacitor and said the job was done. At no time did the technician reenter my home to verify the ac was cooling properly. As well as the capacitor was new had already been replaced within two years. Meanwhile you could hear the condenser fan making a very loud noise that the technician said wasn't what was broken, and would not put that into the claim. Then he recommended I just buy a whole new AC for the house. He was paid his $100 fee for coming out. I have made several phone calls since this issue. I am advised that the technician said it was fixed despite the ongoing issue of no cold air. When pushing for escalation I was told I would get a call from a supervisor and not get one or i would be transferred to a disconnect. I managed to get them to reassign Proluxe to do a recheck and recieved a confirmation email that between 1500 and 2000 on Sep 27 a tech would arrive. No one showed up, no one called or texted about canceling the appointment. As of Oct 2 0535 when I called back for their Eastern time zone I was told it has been escalated to a case manager but will take 4 hours to recieve an email with any contact information.

  Business Response

  Date: 10/08/2024

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 15574835). 

  Our records indicate that the customer placed their claim for service on September 9, 2024. *** dispatched Proluxe Mechanical to the customer's home to submit the diagnosis. Upon inspection, *** authorized replacement of the capacitor.  

  Thereafter, the technician updated the work order stating, "Found shorted out capacitor of the condensing unit. Condenser fan was not working. Replaced capacitor and unit started working and started cooling. No mechanical fault was present after replacing the capacitor.
  Client requested changing the condenser fan motor. Since the fan was operational at the time of visit, technician did not request authorization to replace the fan motor." 

  On September 23, a recall was placed to have the system further inspected.  Although the technician reported that there were no mechanical failures.  

  Our most recent records indicate that the customer placed a subsequent claim for service on the air conditioning (claim no. 15914225) which was assigned to ************************ Inc.  with an appointment scheduled for October 5.  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.

  There have been no additional requests for service on the air conditioning since reinspection. 

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

  Thank you,

  **** *.
  Consumer Advocate 

  Customer Answer

  Date: 10/08/2024

  
  Complaint: 22369011
  
  I am rejecting this response because:
  

  After calling in to my assigned case manager, *****, and leaving my number for a call back. A different person returned my call. At first I thought we finally had a solution. However they instead were agitated at my persistence and couldn't understand that I couldn't wait to speak to the assigned case manager *****.  Not sure how me leaving my number for ***** to call back and her being the one to do so is my fault.  She explained that proluxe mechanical had done several return visits to my residence but refused to tell me when they had reported these visits. No one from proluxe has been to my residence since the 15th of Sept and i offered to share my security camera footage of said "visits"  not to mention i had my AC off so it wasn't just running and not providing cool air. Not sure what they would have checked had they figured out how to access my property and evade my cameras. I also had video of the ac running making the horrible noise for the proluxe technician that they disregarded. 

  I did end up having to file a new claim and a new company was assigned. On Friday Oct 4th the tech arrived to inspect the ac and it was turned back on for the first time since September 15th and the ac started fine that day and the tech was unable to recreate the issue we had recorded. 

  Documenting all these issues for when the motor finally goes out fully and not intermittent. 

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

  Business Response

  Date: 10/21/2024

  ********* *.,
  
  Proluxe Mechanical was authorized to replace the capacitor.  Upon reinspection, they reported no mechanical failure and that the system was operational at the time of the visit. 
  
  Most recently, *** dispatched One ****************** and the customer confirms that the system was operational at the time of visit.  The customer has not requested additional service since reinspection on October 4.
  
  *** requests this matter be closed. 

  Thank you,

  **** *.
  Consumer Advocate 

• Initial Complaint

  Date:10/02/2024

  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.

  Home warranty of America is by far the worst customer service I have experienced. Between being a loyal customer for 4 years and another account with you for 10+ years and have been treated with nothing but disrespect from 3 case managers (**** W, ****** R, and Olygin Oj as she called herself because she didnt want me to know her full name for a bad review I will be leaving) First I called the number and ext provided and got intercepted buy another case manager to that also gave me a wrong number and ext. I then proceeded to set up an appointment at 11:15pst on my break with two case managers which completely missed the time and called 15 minutes late after receiving multiple text messages about my appointment time which caused an issue with my boss for being on the phone after break. This company has done nothing but waste my time and money and I will be posting bad reviews about the company as well as the 3 individuals listed above on yelp,x,********,Reddit, as well as Instagram and will be moving services from your company. I personally own a business that deals in sales and warranties and would never let something like this happen

  Business Response

  Date: 10/03/2024

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their dishwasher claim (no.: 15825176).
  
  On September 26, 2024, the customer placed a claim stating water was not draining from the dishwasher and HWA dispatched Expert Appliance Repair.Based on the diagnosis received, *** offered the customer cash back in lieu of replacement in the amount of $246.00. However, the customer declined.
  
  Please refer to section Limits of Liability (9) and (14) of the Service Contract, ** have the sole right to determine whether any Covered Item will be repaired or replaced. Parts and replacements will be of similar or equivalent quality and efficiency to those being replaced, subject to all other provisions of this Contract. Where replacement equipment of identical dimensions is not readily available, ** are responsible for providing installation of similar quality equipment but NOT for the cost of construction or carpentry made necessary by different dimensions. ** are not responsible for upgrading or matching color or brand and ** 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 10/1/24 and 10/2/24, the customer spoke with three Case Managers. However, no increase was provided. Please be advised the customer has a 24 In. Tall Tub Dishwasher with 5 wash cycles and 12 place settings. Therefore,*** will increase replacement to $349.00. Please see below for a comparable unit:
  
  *************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
  
  Should the customer choose to accept as resolution to his complaint please have the customer email mcintron@****************************************** are mailed in the form of a check and subject to 30 days processing.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.  
  
  

  Customer Answer

  Date: 10/03/2024

  [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,
  
  **** *****