Complaints

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

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  Home Warranty of the Midwest, Inc

  303 S 2nd Ave Rock Rapids, IA 51246-1534

  
• 

  Home Warranty of the Midwest, Inc

  PO Box 1 Rock Rapids, IA 51246-0001

  

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:04/11/2025

  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.

  04/09/25- revived a home warranty with the purchase of a new house - ice box quit - only allowed ******- for part - which was a screen that was no longer available . Had to pay service call out of pocket and their response was they were only paying for the part . I said I wanted to dispute that . And I would be contacting the better business bureau . They now said I threatened them with legal action and wont correspond at all . I regret that I did say their business wasnt worth a c*** and wasnt worth the paper it was written on . In my opinion . I was told I had to send them a receipt for the new applicable which I did no response .

  

  Business Response

  Date: 04/11/2025

  Thank you for contacting Home Warranty of the Midwest,Inc.  We appreciate the opportunity to further explain our claims process.  The technician who came to your home diagnosed the issue with your refrigerator as a failed interface board.  The technician also stated that the part was no longer available.  *********** team found that the part is available and issued a reimbursement amount based on the part cost and the labor to install. The second issue of the clogged drain line, causing your refrigerator to rust, is not covered under the warranty.
  Home Warranty has reviewed the information for this claim and found our reimbursement amount to be within the scope of the warranty and will not be increasing this amount.  To receive your reimbursement, please send in paid receipt to ********************************** with your claim number in the subject line. 

  Thank you,

  **** *******
  Compliance and Regulatory Officer
  Home Warranty of the Midwest, Inc.

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a home warranty on April 29, 2024. Since that time, we have attempted to use the warranty three times without success. Each instance resulted in being informed that the issues were not covered under the warranty. Dishwasher: Initially, the dishwasher functioned well for the first few weeks. Subsequently, it began experiencing problems. Upon contacting the warranty company, we were informed that the claim was denied because the warranty had not been active for 30 days.Bathtub: We encountered an issue with the bathtub running only hot water. This problem was also not covered under the warranty.Stove: The stove locked itself without activating the autocleaning feature. This issue was similarly denied coverage.Despite these denials, we incurred $450 in service charges out of pocket. This raises concern regarding the purpose and effectiveness of the warranty when none of the claims are honored.

  

  Business Response

  Date: 04/02/2025

  Thank you for contacting Home Warranty of the Midwest,inc.  We appreciate the opportunity to respond to the homeowners concerns. 
  When filing the dishwasher claim, the homeowner stated the dishwasher has leaked since she moved in. Home Warranty **** does not cover pre-existing issues.  COVERAGE REQUIREMENTS #1 reads:

  "1. All covered systems and appliances must be in normal operating condition at the time coverage takes effect. Conditions determined to have existed prior to the coverage period or systems and appliances that never functioned properly during the period of this Agreement are pre-existing conditions and are not eligible for coverage under this Agreement."
  
  The homeowner most recently filed a claim for her stove.  The technician who came to her home stated that the latch motor assembly would not release when it was in cleaning mode.  Our warranty does not cover the locking function. Range/Oven/Cooktop Stove under the NOT COVERED section reads in part:
  
  self-cleaning or locking function; handles and knobs;
  
  Home Warranty does not have a claim on file for a bathtub from this homeowner.
  We do apologize for any misunderstanding with our warranty.  Home Warranty of the Midwest,**** will not be involved in reimbursement for these claims.  

  Sincerely,

  **** *******
  Compliance and Regulatory Officer
  Home Warranty ****
  ************
  *********************************

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is on Home Warranty of the Midwest **** I have only made one claim with home warranty. They asked me to choose a certified technician, get a diagnosis, and inform the home warranty company of the diagnosis, cost of repair, and cost of labor. Technician Diagnosed a confirmed leak in the evaporator coil. The recommendation from home warranty after this diagnosis was then to put more Freon in our **** system. The recommendation to refill the Freon was not the licensed **** technicians recommendation or diagnosis. Technician diagnosed a leak in the evaporator coil and stated that a replacement of the evaporator coil was needed. The technician stated that to put Freon in the unit, with knowledge that there is a leak in the coil, is against *** guidelines. Home warranty requested photo evidence of the leak. The technician then provided a photo and video of the evidence of the leak. Home warranty again recommended that I put Freon in the **** unit.I appealed the recommendation from home warranty but this went nowhere. Discussing the appeal with claims department and management, the employees were rude. Two employees, ***** ***** and ***, informed me that the coil looked fine to me based on the photos. When asked what certifications they have to challenge the techs diagnosis, *** stated I have a certification, its called EPA guidelines. This was stated in a condescending manner and had nothing to do with the question. They never acknowledged the fact that there was a known leak in the coil and that I had provided proof of the leak as requested. They continued to state, after numerous phone calls, that they were following *** guidelines and that a certain percentage of freon can leak in a given year. I continuously informed them that my research showed and technician stated that *** guidelines, under Section 608 of the Clean Air Act, prohibit intentionally venting refrigerants, including Freon, and require leaks to be repaired, not just topped off.

  

  Business Response

  Date: 03/25/2025

  Home Warranty has reached out to this customer for a resolution.  Thank you.

  Customer Answer

  Date: 03/29/2025

   
  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.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased our home with a closing date of 20 Dec 24 and bought an Executive Level Home Warranty with policy #H513499298C. Prior to closing we there were two home inspections showing our refridgerator was working properly. On closing day, both realtors as well as buyer/sellers walked through home and confirmed all appliances were functioning properly to include fridge temp. After starting to move in on 30 Dec 24, it was found the fridge compressor and control board had malfunctioned and the fridge wasn't cooling anymore. A claim was made on that day with Home Warranty of the Midwest for cost of repairs. They refused saying that the fault was a pre-existing condition, even though multiple proofs of evidence to the contrary were provided via email. We feel this is a breach of contract with us. The cost of repair estimate was $120 and repair cost was set at $1200. Since the repair was so close new purchase, that was done with Lowes at $1349. All receipts were provided to the Warranty company. We are requesting either refund of $1320 for estimate/repair or new fridge replacement of $1349 since the purchased executive level coverage extends to $2000 for replacement.

  

  Business Response

  Date: 03/20/2025

  Thank you for contacting Home Warranty of the Midwest, Inc.  We appreciate the opportunity to review and respond to all alleged violations of our warranty.  On December 30, 2024, the homeowner filed a claim for their refrigerator.  The homeowner stated to our customer service representative that they placed items into the refrigerator for the first time on Dec. 29, 2024.   On Dec. ******* they realized that the refrigerator was not cooling to the desired temperature.  Our representative informed the homeowner that the refrigerator would not be covered as the refrigerator had never worked properly for them. The terms and conditions of the agreement COVERAGE #1 reads in part:

  All covered systems and appliances must be in normal operating condition at the time coverage takes effect
  
   The homeowner insisted that the refrigerator worked on the inspection.  Our claims department reviewed this information, and for the purposes of this response, Home Warranty reviewed the inspection again.  Below is an excerpt from the homeowners inspection report submitted to us.
  
  As we have discussed and as described in your inspection contract, this is a visual inspection limited in scope by (but not restricted to) the following conditions.
  Thermostats, timers and other specialized features and controls are not tested.
  The temperature calibration, functionality of timers,effectiveness, efficiency, and overall performance of appliances is outside the scope of this inspection. Please also refer to the pre-inspection contract for a detailed explanation of the scope of this inspection.

  There is no evidence that the refrigerator was tested for temperature.  In fact, the inspection company does not test for temperature or overall performance of appliances. 
  Based on the information provided to us by the homeowner and the terms and conditions of the agreement, Home Warranty of the Midwest, Inc. will not be involved in reimbursing this claim.

  Customer Answer

  Date: 03/21/2025

   
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/22/2025

  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 business said they would pay $615 for our furnace replacement. I have a voicemail recording of this. They have since rescinded this offer and refuse to assist in replacing our furnace now.They also did not listen to our chosen service technician initially when they said our whole furnace needed replacement. We have now been without heat for almost a whole week, including during negative temperatures, because of the Home Warranty ***** willingness to cooperate and follow through with their agreement.

  

  Business Response

  Date: 01/24/2025

  Thank you for contacting Home Warranty of the Midwest,Inc.  We appreciate the opportunity to explain our claims adjudication process. The homeowner stated to our service department representative that her whole system had failed and needed to be replaced.  The homeowner also stated that the system failed due to excessive amounts of rust in the unit.  *********** representative then verified this information with the technician who came to the home and diagnosed the failure.  The service technician confirmed that the whole system was rusted out to the floor.  The terms and conditions of the agreement does not cover failures due to rust and corrosion.   LIMITS OF LIABILITY #9 reads:
  Any removal, repair, or replacement of systems whose defect is
  caused by moisture (including but not limited to mildew, mold,
  rot, fungus, rust, corrosion) is not covered.
  We do apologize for any misunderstanding which may have occurred with our warranty.  Home Warranty of the Midwest,Inc. will not be reimbursing for this claim as the failure does not fall within the scope of the terms and conditions of our warranty.

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22843744
  
  I am rejecting this response because:

  I have a voicemail recording stating they will pay $615. I would upload it but it is a .amr file which is not an acceptable file to upload here.bplease let me know who I can send it to.

  
  Sincerely,
  
  ******** ***********

  

  Business Response

  Date: 01/27/2025

  Failures due to rust and corrosion are not covered under the warranty.  EXCLUSIONS #7 reads:

  "Any removal, repair, or replacement of systems whose defect is
  caused by moisture (including but not limited to mildew, mold,
  rot, fungus, rust, corrosion) is not covered."

  Home Warranty will not be reimbursing for this claim.

• Initial Complaint

  Date:11/27/2024

  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.

  I recently had a home repair done to replace my furnace. The unit was obsolete and a simple blower motor replacement was not possible because the parts were not available anymore. The entire furnace unit was replaced and I sought help from my home warranty to cover some of the expenses. The documents I have stated they would pay up to $1500.00 towards a furnace but they sent a check for $400.00. They claim they are only responsible for the blower motor because the rest of the furnace wasn't broken, however the rest of the furnace is non-functional because the blower motor is not able to be replaced in that unit, due to the fact that it's obsolete. I attempted to file an appeal and was met with a very cold and heartless response. This company is not out to help anyone and is greedy and money-hungry. I am sick to my stomach thinking of what this takes from my family just a month before Christmas. I have 4 children to provide for, and to mess with somebody's life like they have is simply not acceptable.

  

  Business Response

  Date: 11/27/2024

  Thank you for reaching out to Home Warranty of the Midwest,Inc.  We appreciate the opportunity to further explain our warranty.  The technician who came to your home diagnosed the problem as a failed blower motor.  The technician also stated that this part was no longer available.  When a part is no longer available, the homeowner receives a comparable repair cost for the failed part.  COVERAGE #2 reads in part:

  Items for which parts or technical information are not available due to government mandated restrictions, parts availability, non-readable or missing make, model or serial numbers will be assessed a repair estimate based on a comparable repair
  
  Home Warranty of the Midwest has reached out to the homeowner for further information regarding the furnace and are currently awaiting a response.  Once the information is received Home Warranty will re-visit the claim and our reimbursement amount.

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We turned in a claim for ********** that has failed and quit working on our heating/air unit. They told the tech that came out that claim would be approved. Then Several days later We were then told claim was denied as there was external damage on the Covering of the unit and external damage is not covered. I expressed and the tech expressed that is not what caused the compressor to fail. I filed an appeal and they just reiterated the same thing. they do not cover external damage. Compressor failing should be covered. They have not covered anything we have turned in and they ALWAYS find a reason why they will not help. It seems to be a scam and they just want to get money out of people.

  

  Business Response

  Date: 10/16/2024

  The technician who came to your home stated to claims adjudicator that the condenser coil is damaged causing the coil to leak refrigerant.  He also stated that the compressor failed due to this loss of refrigerant.  The agreement with Home Warranty of the Midwest, Inc. does not cover physical damage or the subsequent damages to your compressor.  I have attached a photo of the a/c unit with the damaged areas circled. 
  Home Warranty of the Midwest, Inc. stands by our decision and will not be reimbursing for this claim.  We do apologize for any misunderstanding which may have occurred.

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22411432
  
  I am rejecting this response because: it is documented that the technician stated That the compressor had failed due to normal wear and tear, not due to coils and leaking.  This warranty company has always changed things or found a way to not cover anything turned in. 
  
  Sincerely,
  
  Candace Hanna

  

  Business Response

  Date: 10/17/2024

  I have reviewed the recorded phone call with the technician along with the pictures sent to Home Warranty of the Midwest, Inc.  The compressor failure was due to lack of refrigerant and damage done to the condenser coil.  Home Warranty of the Midwest, Inc. does not cover subsequent damages as per the agreement.  Exclusions #12 reads:

  12. Agreement does not cover any consequential or subsequent damages
  due to failure of, or lack of timely repair or replacement of an appliance
  or system (including but not limited to: food spoilages; clothing
  damages; damages to persons, real property, personal property,
  or any other items (whether covered by this Agreement or not).

  Home Warranty of the Midwest, Inc. will not be involved with reimbursement for this claim.

• Initial Complaint

  Date:10/15/2024

  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.

  I purchased a house on September 10th 2024. During the purchasing process, I also purchased a home warranty with: Home Warranty **** I purchased the Executive Plan. I've attached a copy of the plan for review. On October 1st 2024 we had a leak in the wall, which was attached to the water heaters. I called the Home Warranty company and opened up a claim (as I had paid the full premium in advance). They sent out a plumber to review the situation and the plumber stated that there was a hole in a pipe that caused the water heaters to fail. I would need to replace both water heaters and have work done because the leak caused damage to the wall and flooring. On October 3rd I got a call from the Home Warranty company saying they are denying the claim. I asked why and they said 'rust/corrosion' is not covered in 30 days. I sent them pictures of the inspection that was done less than 30 days ago showing none of what they were saying was true, but they still denied it. I asked where did they get the rust/corrosion item, they said from the contractor. I contacted *** the contractor and asked what he put in the report, and he stated that those words were never used. So the company not only operated in "bad faith" by taking my money and not providing a covered service, but also lied about what the contractor stated. I've attached photos of the inspection report that shows what they denied should have been covered and is completely opposite of what they said. I would like for the claim to be covered as per their agreement as well as my time reimbursed for having to go through this. I would also like an audit done on this company in the great State of *****. If I were denied I can only imagine that they are doing many other 'bad faith' claims. I worked in the insurance industry for over 15 years and know that if my former company would have denied this, we'd be audited by the state of Texas and at risk of losing our ability to be an insurance carrier in the state.

  

  Business Response

  Date: 10/16/2024

  Home Warranty has contacted this homeowner and have resolved the issue.

• Initial Complaint

  Date:09/24/2024

  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.

  Sept.24, 2024 this **************** tried to say that they gave us an updated coverage warrenty when we renewed our coverage but they didn't. We had a problem with our upstairs toilets. Sometimes they flush and other times they would flush with very little pressure. We got a ******* to take a look and we needed 3 new toilets, and the 3 plates the toilets sit on that determine to pressure of the flush. We bought and paid for the toliets, but were told they would pay for the parts as long as the situation was not outside the home. Now they are saying they are only giving us $350 to pay for parts for one toilet. The 1st toilet part $475, 2nd toilet part is $450, 3rd toilet part $450 these pieces are need to fix the original problem. This company is not abiding by what they say. They are suppose to pay for the labor as well and they are not doing that either. I have my bill automatically debited each month for the pass 3 years $59.00. They are just ripping us off.

  

  Business Response

  Date: 09/25/2024

  Thank you for the opportunity to respond with information for your recent claim.  On December *******, the customer was sent a letter from our office with new plan information for the ******* warranty.  This letter also encouraged our customers to review our Terms and Conditions on our website or they could request a paper copy. In the letter we ask that they contact us if they wish to not participate in the new warranty.   Home Warranty did not receive a response from this customer, and their ********************** was subsequently moved to our new warranty beginning February of 2024. 
  The customer filed a claim on September 24 stating the toilets were flushing slow.  The technician stated all the toilets in the home would need a new ******.   He estimated the cost of repair to be $1,300.00. The terms and conditions of the warranty for plumbing issues are limited to $350.00.  INTERIOR PLUMBING COVERED reads in part:
  Coverage for interior plumbing repairs
  is limited to $350 (Core) or $500 (Executive) per Agreement period
  I have attached photos of retail costs for the parts necessary to replace a ****** along with a wax ring for review.  The warranty does not cover toilets.  Home Warranty is not responsible for the mark up in parts or labor costs.  Our approval remains at $350.00. 
  We do apologize for any misunderstanding with our warranty.

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased this home warranty and filed a claim on a refrigerator that went out. After the appliance repairman looked at it - he said that the compressor most likely had gone out. The company only offered $650 towards the replacement of the unit. The contracts states nothing about a limit on the amount that is imposed due to the compressor going out. The contracts states that the maximum payout for a fridge is $1,500. When we contacted the agent- they said that this is all they are going to allow. The unit is not more than 8 years old and replacing it will cost much more than $650. This company is misleading people by allowing them to think that items are covered and indeed they are not.

  

  Business Response

  Date: 08/08/2024

  The technician diagnosed the failure of the refrigerator as the compressor.  The service team at Home Warranty of the Midwest, Inc. researched the cost of a new compressor for your model and the labor to reinstall the new compressor.  In your case, the cost of repair does not exceed the cost of new as stated in the terms and conditions of the agreement.  As always, if the homeowner chooses to purchase a new appliance the amount of reimbursement will be issued upon receipt of a paid invoice.