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          Business Profile

          Home Warranty Plans

          Home Warranty of America

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Home Warranty Plans.

          Complaints

          Current Alerts For This Business

          Pattern of Complaint:

          On June 7, 2021 Home Warranty of America responded to BBB, and provided the following statement to address the pattern of customer complaint:

          Home Warranty of America (HWA) serves hundreds of thousands of homeowners across the United States. Excellent customer service and quickly resolving all warranty claim issues is at the core of what we do. But due to Pandemic, the last year and a half has been challenging for our customers, employees and the business. Yet, we continue to put our customers first and have since adapted our business model to ensure best in class service going forward.

          To ensure sufficient people resources and maintain service levels, we’ve implemented the following:

          · We have nearly doubled our customer care staff, ensuring that we have more than enough employees to support our portfolio

          · We’ve implemented more robust Standard Operating Procedures to improve visibility and the handling of aged claims

          · Launched a partnership with AIG Warranty to support and manage claims for all new and renewed customers

          · Launched the InformU Proactive Update Program which provides an update via text or a phone call to customers if the claim is still unresolved at 72hrs.

          These actions are just a few implemented to date but have helped to reduce Call Waiting and our Time To Serve metrics where ultimately, the goal is to resolve customer issues as quickly as possible. Additionally, we continue to add more employees on a regular basis, and as more of our new hires are fully onboarded, we expect to see call wait times further decrease, and claims resolved even quicker.

          Our customers’ concerns are very important to us, and we will continue to support them through these difficult times.

          Best regards,

          Eden Wallace

          Sr Manager of Escalations

          Home Warranty of America

           

          BBB will monitor this company's efforts. This aspect of the Business Profile will be updated once additional information becomes available.

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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          Complaint Status
          Complaint Type

          • Initial Complaint

            08/23/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            My contract number with Home Warranty is **********. My contract term was from 9-8-23 to 3-8-27 (42 months). My contract cost $1652.00 which comes out to approximately $39.33 per month. I cancelled my contract with Home America on 7-31-24, just before I hit 11 months on my contract. Let's assume that Home Warranty covered my home for 11 months for simplification.Cancellation policy provided to me states "if this Contract is cancelled after 30 days from the Coverage Period Start Date, You will be entitled to a pro rate 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." For simplicity I am determining the pro rate refund by months and not by days left on my contract. Note that there was no service costs incurred by Home Warranty from 9-8-23 until my cancellation on 7-31-24. I am unable to provide a copy of my contract because Home Warranty only provides a copy on the customer portal, which I can no longer access since my policy was cancelled.I still had slightly over 31 months left on my contract when I cancelled on 7-31-24. 31 months x $39.33 equals $1219.23 is the refund I'm entitled to, before accounting for cancellation fees. The administrative fee to cancel would be $30 since it is less than 10% of my contract which would be $165.20. So my refund should have been $1219.23 minus a $30 fee for a total of $1189.23. I received a check in August for $897.22. That is $292.01 less than what I should have received as a refund. I reach out to Home Warranty after receiving my check and they told me they could no longer see my pro rate refund on their system anymore. Why they don't have or keep contract details for a contract I cancelled less than a month ago is beyond my understanding. Businesses should be forced to keep records for at least a year.I'm requesting a refund from Home Warranty of America in the amount of $292.01.

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          BBB Rating & Accreditation

          NR

          This business is not BBB Accredited

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          Businesses in this category

          Years in Business: 28

          This rating reflects BBB's opinion about the entire organization's interactions with its customers, including interactions with local locations.

          Reasons for BBB Rating

          Contact Information

          PO Box 850

          Lincolnshire, IL 60069-0850

          Visit Website
          (888) 492-7359

          Customer Complaints Summary

          2 total complaints in the last 3 years.

          1 complaints closed in the last 12 months.