ComplaintsforHome Warranty of America

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Around May 30, 2024, my pool's saltwater chlorination cell ceased functioning, prompting me to initiate a claim with Home Warranty Administrators. On June 4, 2024, an email was received from HWA indicating that the claim had been denied due to a faulty flow switch. Upon the technician's closer inspection, it was determined that the flow switch was in working order and the primary issue was an accumulation of algae within the pool filter, which in turn resulted in insufficient pressure to activate the flow switch. HWA subsequently requested additional information from the technician to support my appeal, who affirmed that the flow switch was operational, and the algae growth was instead the consequence of a malfunctioning saltwater chlorination cell that was unable to produce chlorine. Despite this evidence, HWA remained steadfast in denying my claim, citing insufficient maintenance of the saltwater chlorination cell. I maintained that the malfunctioning cell, not insufficient maintenance, was the reason for the algae growth, leading to further disagreement between HWA representatives and myself. HWA representatives argued that they are expert technicians and definitively concluded that poor maintenance led to the saltwater chlorination cell's failure, despite the technician, they hired, not having inspected the cell for maintenance issues nor mentioning it in their repair estimate. I emphasized that a competent technician could not diagnose the issue over the phone as HWA had attempted to do. The evidence supports that the saltwater chlorination cell is malfunctioning, which is causing the algae growth and subsequent clogging of the pool filter, and that the intended function of the saltwater chlorination cell is to generate chlorine and prevent growth. Given the circumstances, I felt compelled to cancel my policy since I could not continue to trust HWA due to their apparent dishonesty. I am willing to reinstate my policy once the salt cell is repaired or replaced.

  Business response

  07/15/2024

   

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

  Our records indicate that the customer placed their claim for service on May 31, 2024. HWA dispatched Skyline Pool & Spas, LLC to the customer's home to submit the diagnosis.  Upon inspection, the technician reported that the salt cell is not producing chlorine due to failure of the flow switch.  

  Based upon this information, HWA denied claim coverage as the policy excludes coverage for "switches".  However, the technician then revised their diagnosis indicating that the switch is working and that the salt-cell failed due to a buildup of algae. Although, as the failure was not a result of normal wear and tear, HWA determined that the claim would remain non-covered accordingly. 
  

  As per section 6, Limits of Liability of the User Agreement, "We are not responsible for consequential or secondary damages. This includes, but is not limited to, repair of conditions caused by any of the following: chemical or sedimentary build up, insect infestation, mold, mildew or bacterial manifestations, misuse or abuse, theft or vandalism, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, intentional acts, riot, lightning, mud, earthquake, soil movement or settlement, storms, accidents, pest damage, Force Majeure events (as defined below), failure due to excessive water
  pressure, or any other perils not considered loss or damage due to normal wear and tear." 

  The customer placed an appeal, and it was explained that the claim will remain non-covered in accordance with the terms of the contract.  Thereafter, the customer processed a cancellation of their policy due to their dissatisfaction with claim outcome. 

  No further action will be taken. 

  While we regret to hear of the customer’s frustrations, HWA has abided by the policy terms and conditions and requests this matter be closed.

  Thank you,

  Lori J.
  Consumer Advocate 

  Customer response

  07/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  
   The technician reported that the switch malfunctioned as a consequence of algae accumulation in the pool, which was triggered by the salt cell's inability to generate chlorine. They clarified that after cleaning the switch, it became and remained functional. This information was shared with HWA in their response. The technician further explained that the improper functioning of the salt cell was the root cause of the algae buildup. The technician confirmed that system maintenance has been carried out as per the manufacturer's guidelines.

   

  **** *******

  Business response

  07/22/2024

   

  Upon further claim review, HWA is pleased to offer the customer reimbursement up to $1,500, which is HWA's maximum liability under the terms of the contract. 

  As per the terms and conditions under "Saltwater Pool Equipment" of the User Agreement, "We will pay no more than $1,500 in the aggregate during the coverage period." 

  The customer may provide the paid invoice to me via email at [email protected].  All payments are subject to 30 days processing. 

  HWA requests this matter be closed.  

  Thank you,

  Lori J.
  Consumer Advocate 

   

  Customer response

  07/23/2024

  [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.
  I have uploaded a copy of the receipt but will additionally email to the address given by HWA.
  Regards,
  
  **** *******

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company denied claims saying they were not normal wear and tear multiple times, takes an eternity to send someone out to repair issues, and then your out what you paid them, the cost of the policy, and what you have to pay someone you find to actually complete the repairs. Because of this, we chose not to renew with them. They have emailed me asking me to renew and I told them no. They have called my husband and he told them no. They ignored him when he said remove him from the call list. Then on 6/22 they sent me an email saying they signed me up for auto renewal, which I did not consent to. I went into my account and cancelled it. Today (6/29) they did it again. I just want them to leave my account alone and let it expire and to stop trying to charge me additional money.

  Business response

  07/06/2024

  
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: **********).
  
  As of 7/5/24, HWA received the customer’s preference not to auto-renew the policy and this information has been recorded. The current policy is set to expire on 7/7/24.
  
  Furthermore, we have added the customer’s information to our do not contact list. Please allow up to 30 days for this information to process.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer response

  07/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: they are still contacting me via email trying to get me to renew. I'm afraid to unsubscribe because they also tried to put me in auto renew a third time on 7/5. 
  
  
  
  Regards,
  
  ******* ****

  Business response

  07/22/2024

  
  
  Our records indicate that the policy expired as of 7/7/24 and has not been renewed. We have also sent a secondary request to our Marketing Department to place the customer on our do not contact list. We have also removed the customer’s email from our database.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.
  

  Customer response

  07/22/2024

  [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. I would caution others not to use this company as it is still very much a scam. 
  
  Regards,
  
  ******* ****

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint date of services 2023-24 I sold my house and canceled my home warranty membership over a year ago. I have been charged up until I had to pay 3 times now for a bank hold to stop payment from them because they keep trying to take out a monthly bill and claim they can't refund it even though I canceled over a year ago. I've canceled through every department and even spoke to managers and still being billed.

  Business response

  06/27/2024

   

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding policy cancellation (policy no. ****-**********).

  Our records indicate that the customer contacted us on February 28, 2023, to request policy cancellation. To retain the active policy, in goodwill, HWA offered to waive March's premium, which the customer accepted.

  On May 8, 2023, the customer contacted us and requested the policy be cancelled as the home was sold.  However, due to system error, the policy remained active.  Our records indicate the cancellation was processed on December 5, 2023, and no additional premiums have been debited from the customer's card since cancellation accordingly.

  Our records further show that the HWA refunded the customer for the months of June, July, August, September, October, November, and December of 2023 in the amount of $737.59 ($105.37 x 7 months) due to the customer placing stop payments with their bank. As such, each payment was refunded to the customer accordingly. 

  Thank you,

  Lori J.
  Consumer Advocate 
  
  

  
  

  Customer response

  07/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I never received any refunds, as my bank can verify. My bank has had to stop payment due to the company trying to pull out funds amd telling me I'm late. Attachments from them are included 
  
  
  Regards,
  
  ******* *****

  Business response

  07/19/2024

   

  HWA is sorry to hear of the customer’s continued frustrations; however, the customer confirms that stop payments were placed with their bank therefore they were automatically refunded for any premiums that were attempted for the months of June through December 2023.
  
  Further, our records indicate that HWA has not received a cleared payment since May 3, 2023.  Therefore, if the customer is claiming that that they were debited and the stop payments were unsuccessful, then they may provide confirmation that each payment cleared with their bank accordingly.
  
  The customer may provide the documentation to me via email at ******@******************.com.  

  Thank you,

  Lori J.
  Consumer Advocate 

  Customer response

  07/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ******* *****

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April 2024 I signed up with hwoa and my cof**tors took effect may 30 2024 on June 7 lcalled the warranty co and said there is something wrong with my ** they sent out there tec and he said the coil needs to be repl**ed due to wear an tear they sent the report to the warranty co and in 3days they stated they would not pay due to prexisting conditions cause it wears out over time I had my ** unit and everything else checked out with a license to 1 month prior to this I filed an appeal but nobody got b**k to me if it’s prexising condition that means everything in my has is that’s why you take out the warranty I asked on my appeal to pay me half when I put it in but nobody got b**k to me they didn’t pay cause I just started with them looking for at least half I payed 3100

  Business response

  06/27/2024

  
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their *** conditioner claim (no.: ********).
  
  On June 7, 2024, the customer pl**ed a claim stating that the A/C was not responding to the thermostat and HWA dispatched *** **** ** & ******* LLC. Based on the diagnosis received it was determined that the evaporator coil was leaking and needs to be replaced. Based on the information obtained, this unit did not enter the policy in proper working order and is not working properly due to pre-existing conditions. Please refer to section B. Definitions (10) of the user agreement, “Covered 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.”
  
  On 6/12/24, a claim determination letter was sent to the customer with the option to appeal and he did. Although our records indicate that the customer did not speak with his assigned Case Manager. Furthermore, as the unit did not enter the policy in proper working order and failed as a result of pre-existing conditions, the claim determination will stand.
  Regarding the customer’s request for reimbursement, we are unable to honor such. Please refer to section III. Service Calls (D), “We will not reimburse for any services performed without Our prior approval.” Therefore, there is no reimbursement due to the customer at this time.  
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer response

  07/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I don’t think this correct but I will end this dispute if I can get out of my contract with no penalty full refund of 550 what i paid it cost them nothing

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

  Business response

  07/22/2024

  
  
  HWA is pleased to honor the customer’s request. Therefore, the policy (no.: *********) has been cancelled. Confirmation of such was also emailed to the customer today (7/22). Therefore, a full refund in the amount of $550.00 will be issued back to the original method of payment on file per the customer’s request. Payment is subject to 30 days processing.  
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.
  

  Customer response

  07/22/2024

  [A default letter is provided here which indicates your **ceptance 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 satisf**tory to me.
  
  Regards,
  
  ****** ******

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased home warranty from them after the seller brought it that I brought the house from. I filed a complaint twice on things went wrong with my house I paid for the person they got to come out and every time they denied my claim but I'm paying for it every month just in cause something happen. I think the people they send out they working together. I want my money back and I want my stuff fix its brand new stuff they keep saying wear and tear. They a fraud company

  Business response

  06/13/2024

   

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

  Our records indicate that the customer placed their claim for service on June 4, 2024. HWA dispatched Dragonfly Mechanical to the customer's home to submit the diagnosis.  Upon inspection, the technician reported that there is improper airflow to parts of the home due to improper installation and that the ductwork would need to be modified in order to correct the issue. 

  Based upon this information, HWA denied claim coverage as the failure was not a result of normal wear and tear.  Per section B(10) of the User Agreement, ""Covered Systems and Components” means systems and components as specifically described herein as “Included” under Your Plan and become inoperative due to mechanical or electrical failures caused by normal wear and tear." 

  Per section 7(J) of the User Agreement, "We are not liable for repairs related to costs of construction, carpentry, or other incidental
  costs associated with the alterations, modifications..." 

  As such, HWA denied claim coverage in accordance with the terms of the contract. 

  With respect to the customer's request for a full refund, the customer is not entitled to a full refund upon request for policy cancellation as they are monthly policyholders and did not pre-pay for term coverage. Per 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..." 

  Nonetheless, in goodwill, HWA is pleased to offer the customer a full refund of the paid policy premiums in the amount of $157.50 ($52.50 x 3 months) with policy cancellation as resolution to this matter. Should the customer wish to accept, they may contact me directly via email at ******@******************.com. 

  While we regret to hear of the customer’s frustrations, HWA has abided by the policy terms and conditions and requests this matter be closed.

  Thank you,

  Lori J.
  Consumer Advocate 

  Customer response

  06/17/2024

  [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

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I submitted claim # ******** on 4/25/24 due to an air conditioning unit not working. They sent out a technician. The technician provided a quote for over $3000 of out of pocked expenses without checking any of the inside components. The quote was delivered electronically before the technician even left my property. I denied the quote for several reasons. I had my local technician review the scope of work - GEM Plumbing. Gem stated that nearly all of the out of pocket work was not needed. I had a call with a woman named Marlene from HWA on 5/14/24. I questioned the amount of the work that was covered by HWA. She claimed that she could not provide that to me. She also could not provide any information on the timing of their repair, only stating that it would be done by September. I asked about getting the work done by my own technician and receiving reimbursement. I was told that I could have the work done, and HWA would review the invoice to see how much of the work would be reimbursed. As you can see, I had the work completed by GEM plumbing on 5/16/2024 for an amount that IN TOTAL was less than the out of pocket expense from HWA. Today, 6/4/24, after two previous attempts to contact Tanya F******, my assigned case manager, she called me. Tanya stated that I would receive no reimbursement because I used my own contractor. I would not have proceeded with this work had I known that was the case. That is completely not consistent with what Marlene told me on 5/14.24. I am seeking full reimbursement for this repair $3100 and an additional $61.33 that I was charged for no apparent reason. I did dispute the $61.33 with my bank. Furthermore, I was also fraudulently charged

  Business response

  06/11/2024

  
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.**********.
  
  On April 25, 2024, the customer placed a claim stating that the A/C unit was not blowing cold air and HWA dispatched Platinum Repair Inc. Based on the diagnosis received, HWA approved the claim for a new Condenser. HWA is supplying the Condenser and covering the technician’s labor. HWA is also covering haul away and permit as the customer has the “Choice Platinum Plan.” Please refer to section D(16) C. & I., “Cost related to refrigerant recapture, reclaim and disposal when required for diagnosis, repair and/or Replacement” and “Provide up to $250 per occurrence for required permits.”
  
  There are non-covered charges due to the technician in the amount of $3,250.00 for modifications, vibration pads, tie down brackets, high/low voltage lines, title 24, etc. Please refer to section G. Limits of Liability (7), “We are not responsible for upgrades, modifications, components, parts, or equipment required to complete a repair or Replacement of a Covered Item due to incompatibility with existing equipment including, but not limited to, differences in technology, chemical and refrigerant requirements, or efficiency as mandated by federal, state, or local governments. We will disclose the cost of such non-covered charges, in aggregate, but will not itemize such charges.”
  
  However, the customer declined the charges.
  
  On 6/4/24, HWA received a paid invoice dated 5/16/24 in the amount of $3,100.00 for a 3-Ton Condenser Replacement. Although HWA did not approve these costs. Please refer to section Customer Service (3), “We will not reimburse for services performed without prior approval.”
  
  As of 6/6/24, HWA received notification of a chargeback from the customer’s bank. As a result, the policy was terminated. Please refer to section I. Cancellation, “(1) This Agreement may be cancelled by Us for: a. nonpayment of Agreement Fee by You.” A refund in the amount of $61.33 was issued back to the customer as a result of the chargeback.
  
  Nevertheless, HWA will offer the customer reimbursement in the amount of $1,164.00. This represents our costs for the condenser, labor, haul away and permit. Should the customer choose to accept as resolution to his complaint, please have the customer email [email protected]. Funds are mailed in the form of a check and subject to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer response

  06/12/2024

  [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. 
  
  
  

  I emailed HWA with this specific message on 6/12/2024:

  BBB Complaint ID: ******** Resolution
  
  
  *** **** ******************* *0:45?AM (0 minutes ago)
  
  Reply
  
  to: *******************************
  
  Hello, I received the attached message from the BBB regarding my complaint. I will respond directly to the BBB with this same information. I appreciate HWA's willingness to work with me on this and I accept the payment of $1164.00 to resolve this matter. I understand the timeline. Please mail the check to:
  
  
  ****** **** ** ** ******** **** **** * ****** ****** ** *****
  
  
  Thank you.
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put in a claim for my AC unit which doesn't seem to be reaching the desired temp levels based off my Nest on Monday May 27th 2024.. HWA chose a contractor that scheduled to check the AC on Friday May 31st. If any one has been to ATL they will know being without AC for 5 days is damn near life threatening. As well as if anyone is in residence it's illegal to not have AC fixed. So I contacted their customer service to see if I could get another contractor as not only where they scheduling me way out, the contractor also had very bad reviews on line for their lateness, no shows, no follow ups, etc. HWA refused to change contractors and advised they were a reliable company, ******** **** ****** Well they never showed up on that Friday. If they called, they never left a message so that's a no show on them, and HWA sends an email that say's you missed your scheduled appointment.' No we were there waiting, the contractor that I asked to be changed out for their lack of follow through missed the appointment. And meanwhile, it is now Monday June 3rd and still no contact from the contractor and AC still not getting cold. I put in a whole new claim as it appears the other claim is no longer active. SMH. Been a loyal customer for 7 years and this is how they treat us.

  Business response

  06/07/2024

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

  Our records indicate that the customer placed their claim for service on May 27, 2024.  HWA assigned the claim to ******** **** ***** with an appointment scheduled for May 31. 

  However, on May 29, prior to the scheduled appointment, the customer corresponded with us stating, "I would prefer a new HVAC company I do not want to have ******** **** as they have really bad reviews." 

  As per section 2, Customer Service of the User Agreement, "We have the sole right to select the Authorized Repair Technician to perform the Service." 

  The customer has since placed a subsequent claim for service (claim no* ********), which was also assigned to ******** **** ***** who reported, "Roof top unit on 30th floor we cannot service. We also did not collect deductible." 

  As such, HWA has reassigned the claim to ***** **** ******** with an appointment scheduled for June 14 and therefore claim coverage will be determined upon receipt of the technician's diagnosis accordingly. 

  While we regret to hear of the customer’s frustrations, HWA has abided by the policy terms and conditions and requests this matter be closed.

  Thank you,

  Lori J.
  Consumer Advocate 

  Customer response

  06/14/2024

  
  Complaint: ********  
  I am rejecting this response because:
  
  Again, the technician they sent is not bonded to go on the roof to indirect AC. I'm currently on phone with customer service furious! I'm requesting to find my own HVAC tech (who I did that can service roof ACs and come out today) ABCs get reimbursed by HWA and they are declining me to do so. They've already failed three times at finding me a tech and now they are declining me to find my own. Not to mention, the ***** tech they found me FORGED a (supposedly my) signature on a document. I'm in Los Angeles so how on earth could I have signed the doc.

  Just let me choose my own HVAC tech so I can get this fixed and cancel my account with HWA.

  Regards,
  
  **** *****

  Business response

  06/17/2024

   

  Our most recent records indicate that HWA has honored the customer's request and has provided the customer with the Claim Reimbursement Process which allows them to select a technician of their choosing to submit the diagnosis for claim evaluation.  

  HWA also provided the customer with specific instructions to ensure proper reimbursement steps are followed.  As such, HWA will determine claim coverage upon receipt of their technician's diagnosis which may be provided to us online at ****************** 

  HWA requests this matter be closed. 

  Thank you,
  Lori J.
  Consumer Advocate 

  Customer response

  06/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Choice Warranty / Home Warranty of America is trying to scam me.  They gave me approval as per the above response from the company and per the email attached to choose my own HVAC Technician.  I had he tech out this week and they took all the relevant pictures required to move forward with approval for the reimbursement.  See attached video of them uploading pictures (video is too big it has been sent to my lawyer for proof). The Tech gave them / uploaded to their requested website all the requested docs and once they received We are scheduled for install of system tomorrow. I get a phone call from a Choice Warranty contactor (My contract with with Home Warranty of America not Choice) claiming they now want to come out tomorrow to install it themselves.  I asked them why the hell they now want to come out when I already had a contractor and the have already uploaded all the relevant pictures, information to move forward with install ( I uploaded some but couldn't' upload all pictures to this complaint.  I said I just need to get this fixed, why are they continuing to play games with me. They guy says we'll come out and fix it tomorrow. I don't want them to fix it so I call back immediately to the number they called me from ************ and I get Choice warranty customer service that transfers me to Home Warranty of America customer service. I ask the customer rep what the hell is going on, I don't want them to come out, I have my own contractor, I told her before she speaks I was recording the call.  Using App Record It, which records my phone calls and phone screen. She said Ok.  She agreed to being recorded.  I told her that I decline the contractor that Choice Warranty is trying to send me because I have already been approved by my HOA to use my contractor that I chose. She told me to hold on, she called my contractor and confirmed they were good to fix it. She also said for me to IGNORE the phone call from Choice's technician because they are not BONDED to service my AC on the roof. She then told me to hold, called my contractor again and confirmed with them they were approved to move forward. She also told ME I was approved to continue to move forward with my technician and to upload the receipt of work after they install it. ALL ON A RECORDED LINE.  Then I check my email and receive a new updated claim email with the 'new CHOICE contractor' I ignored it because of what the customer service rep said. Then the CHoice contractor calls me and I tell them not to come because I have already been approved, I also recorded that call, to have my contractor come by. I then Call HWA to find out what the hell is going on and also recored that call, where the customer service rep says that HWA took away my right to use my own contractor and I would now have to use the one they chose????? What they hell? I have now contacted my lawyer **** ******** at ******** *** because this is too much b.s.  I have sent him all the back and forth correspondence and recordings, emails, etc.  I will move ahead with my own contractor as per the email attached giving me the option to choose my own contractor for reimbursement.  If they refuse to reimburse me, I will move forward with a lawsuit. 
  
  Regards,
  
  **** *****

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called today to cancel because no reputable company wants to work with you and nobody took my claim. Tried to find someone else but no technician said they wanted to work with you. I sent it back and the claim was picked up by someone who just said “hello?” with kids screaming in the background and couldn’t find this “company” anywhere online. Cancelled the claim and just fixed it myself. It’s ridiculous I’m paying for something and you can’t even get someone to come out. Today I called to cancel, was on hold for someone for 13 minutes. Then said she can’t help and had to stay on hold and wait for a calllback again. That agent, LaToya, started arguing with me. I said to stop arguing and just cancel. She placed me on hold and started arguing again. I told her to just cancel. She then said she can cancel per today but I wouldn’t get a refund and I’d need to call back. I’m not going to deal with this again just to be treated so incredibly rude. I said to cancel at the end of the period. She said she couldn’t do that either. I asked for a supervisor. She just kept repeating the same thing over and over and over and over and talked over me the whole time. I requested a supervisor 10 times. I did lose my cool at the end because how incredibly rude and unprofessional she was. I do not know if my policy has been cancelled. I need it cancelled asap and actually I’d like a refund of the last two months now because you couldn’t get anyone to come out, fixed it on my own dime, and I just paid another month and apparently you can’t keep my service active for another month and then cancel it. I was going to let that go but not after today and how that agent talked to me.

  Business response

  06/05/2024

  
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: *****************
  
  Our records indicate that the policy was terminated per the customer’s request as of 6/3/24. A confirmation email regarding such was also sent to the customer the same day. As for a refund, the customer was a monthly policy holder and did not prepay for coverage. Therefore, there was no refund due at cancellation.
  
  Nevertheless, HWA is pleased to honor the customer’s request to refund the last two months of the policy in the amount of $192.12 (2 x $96.06). Funds will be issued back to the original method of payment on file. Please allow up to 30 days processing.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer response

  06/12/2024

  
  Better Business Bureau:
  
  The refunds were posted today and you can close this case. Thank you for your support. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  05/23/24... a vendor sent by HWA came to evaluate an A/C issue. The technician stated he could not complete the task because the coils were frozen. Next availability would be 06/03/24. I found out via several other HVAC companies that the tech could in fact work immediately to thaw the coils and complete the service. Details from the tech to complete the service were not provided to HWA in the allotted time period (2 hours). I called to file a complaint and was told a manager would call me back. That never happened. I also paid $100 for the deductible and the tech did nothing. I am being told a new service charge of $100 will need to be paid if a new company is sent out. I should not have to pay again, if the tech left a job he could have completed. I was also treated rudely via phone by HWA agents and lied to about the availability of managers that could provide additional assistance.

  Business response

  05/29/2024

  .,

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

  Our records indicate that the customer placed their claim for service on May 21, 2024. HWA dispatched FTM Heating and Cooling to the customer's home to submit the diagnosis who reported that the system is low on refrigerant. 

  As such, HWA requested that the technician perform a nitrogen leak test with bubbles to confirm the leak location, in addition to providing photos of the data tags in order to complete claim evaluation. 

  On May 23, the technician reported that the right side of the coil is frozen and that the coil needs to be thawed in order to complete the required testing.  However, to date, the technician has not provided any additional information to us.  

  As per section 1, Limits of Liability of the User Agreement, "Problems cannot always be diagnosed and repaired on the first Service visit. We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs." 

  As per section 15, Limits of Liability of the User Agreement, "You understand and agree that We: (i) are not liable for the negligence,
  omissions, or other conduct of the Authorized Repair Technician; and (ii) are not an insurer of the Authorized Repair Technician’s performance." 

  Due to the technician's refusal to provide this information, HWA has waived the service call fee and has returned the claim to dispatch for reassignment of the work order accordingly.  At this time, the customer should await correspondence from HWA with new scheduling details. 

  Thank you,

  Lori J.
  Consumer Advocate
  

  Customer response

  06/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Hello,

  We have reached out to the email provided, requesting to speak via phone for clarification as to what can be done if we choose to proceed. However, we do not have a warranty contract with Choice Home Warranty. Our warranty agreement is with HWA. We are confused by why that company is responding to our claim, and also about what is going on and don't want to agree to anything without clarification. As we already feel we are being deceived based on the information provided to us by the authorized service technician provided by HWA themselves. He has stated, charges are not generally this expensive for this service scenario. I have attached a response showing the disregard of my request to speak and gain clarification. 
  
  
  
  Regards,
  
  ****** **********

  Business response

  06/11/2024

  It should be noted that HWA is a subsidiary of Choice Home Warranty (CHW).  

  The customer emailed me yesterday requesting follow up with a telephone call. As such, I contacted the customer and provided further clarification of their options to move forward. They were advised that they may either accept the non-covered charges and HWA will effectuate replacement with our contracted service provider, or they may elect to move forward with their own technician and HWA will authorize reimbursement in the amount of $650 upon receipt of a paid repair invoice accordingly. 

  The customer informed me that they would think about their options and follow up with me.  They may confirm their acceptance by contacting me via email at ****************************** 

  HWA requests this matter be closed. 

  Thank you,

  Lori J.
  Consumer Advocate 

  Customer response

  06/12/2024

  [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 have agree to the terms under what I feel is duress. HWA has provided zero proof of what I am getting for the annual fee I have paid for warranty coverage, nor have I had the $100 claim applied to my final bill. They have provided zero information or service for their fees. I have spoken with the technician provided to move forward at a price we negotiated for $2000. Based on both breakdowns of pricing provided, I am left with everything. After paying for coverage and a claim fee. They have done nothing but be rude and disregarding. Terrible company with poor customer service 
  
  Regards,
  
  ****** **********

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased warranty July, '23 for $930. I filed a claim for a sparking microwave on 3/21/2024. Tech came out, diagnosed that it was not repairable and they were sending in the report. I checked status on 4/3/24 and again on 4/11/24 at which time they told me the tech said I refused to pay the service fee. I offered documentation that payment was processed by the technician. HWA rep said she would let me know if they needed any addl info and apologized for the inconvenience. 5/21/24 called to follow up. They said because it has been 30 days they had to close the claim and they are unable to reopen it. They said I would have to file a new claim and would also have to pay the $100 service fee again. It is not realistic to believe they are locked out of their own system. Each rep said there was nothing I did wrong, however that there is nothing they can do. on 3/22 when the tech (***** *** *******) told me he reported it as not repairable and that it was a fire hazard and we could not use it and that they would just have to reimburse me for a replacement. The tech showed me that it was approved for repair or replacement up to $250. Since HWA had not been quick to address things timely and it had been close to a month that we had been without a microwave, I replaced it, trusting that eventually I would receive the reimbursement from HWA. Now they are telling me that replacing it voided the claim. If it was approved on 3/22/24 for repair or replacement up to $250, then HWA should at a minimum honor that. Further, I spoke to "Nick the Resolution Manager in Florida", as he reported his title. He refused to let me speak to his supervisor. He insisted that he reported directly to the CEO. I have reviewed the org chart and he is not even in the top 20. I do not ever appreciate being lied to. Note: There were 3 of 5 other claims filed that were never resolved because no technician was ever dispatched. I am seeking resolution.

  Business response

  05/29/2024

  
  
  Home Warranty (HWA) apologizes for any frustrations the customer may be experiencing regarding their microwave claim (no.: ********).
  
  On March 21, 2024, the customer placed a claim stating that the microwave was sparking and randomly arcing when in use. HWA dispatched the claim to our vendor network and scheduled an appointment with *** ******* Service for 3/22/24.
  
  On 4/3/24, the technician informed HWA that the customer refused to pay the service call fee unless he approved replacement. Please refer to section Customer Service (3), “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 Service Requests wherein coverage is deemed excluded or denied under Your Contract. 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 when the Authorized Repair Technician is on the way to Your Covered Property, or already at Your Covered Property. Failure to pay the Trade Call Fee will result in the suspension of coverage until the proper Trade Call Fee is paid in full. After the Trade Call Fee is paid, coverage will be reinstated; however, the Coverage Period will not be extended to cover the suspension period.”
  
  Upon speaking with the customer on 4/11/24, she confirmed that she paid the service call fee late due to unforeseen circumstances. As a result, HWA contacted *** ******* Service to reschedule the appointment. After 30 days of inactivity, the claim was closed.
  
  HWA did not hear from the customer regarding this matter again until 5/22/24 wherein she stated her unit was not fixed. Please be advised that we did not receive any diagnosis from *** ******* Service nor were we aware a new appointment wasn’t scheduled. The customer also confirmed that she replaced her microwave. Please refer to section Customer Service (2), “We will not reimburse for any services performed without Our prior approval.”
  
  Nevertheless, please have the customer email proof of purchase to ********@******************.com for further claim review.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.
  

  Customer response

  05/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: There are false statements in the response and there was no offer of resolution. 

  AT NO TIME did I require, state, imply, indicate, or hint to the technician that I would not pay until or unless he submitted to HWA that the microwave needed to be replaced. That is false and defamatory.  The technician volunteered that it was irreparable and a fire hazard.  When I asked if they replaced microwaves that could not be repaired, he said they did not and that HWA would send a reimbursement.  I did not refuse to pay the service technician in any way.  I offered to pay by cash, check or card, whichever was easiest for him.  He then told me credit card was preferred and that he sent it via text.  I told him that might be a problem because there have been delays in receiving text messages. I suggested that he resend it to my email.  He fumbled on his phone for a while and I assumed he was trying to resend the invoice.  I periodically showed him my phone and that no text had come through.  I offered again to write a check or pay cash or for him to email for me to pay via credit card. After about 15 minutes confirming the text not coming through, he he just walked out of the house without a word.  The text finally came through that night (see attached) at 8:21pm.  I first saw the text around 5:30am and paid it at that time. 

  I have offered a very reasonable and fair settlement to pay $250 towards the replacement - the amount already pre-approved by HWA as stated by the technician.  Under normal circumstances if HWA had not failed to acquire the report, I would have requested the full cost to replace, $269 for the microwave, plus $149 for installation.  This would have been approved under my contract.  The replacement that was purchased AFTER the technician informed me of what he said he reported to HWA and it was the least expensive option that was equal or lesser value than the original.  The value of the original microwave was approximately $1100.   I am being more than fair.
  
  Regards,
  
  ******** *******

  Customer response

  06/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:  
  
  HWA has not proven that they are not responsible for the replacement of the microwave. I have volunteered all documentation as requested.  HWA has provided no documentation to support their argument.  The HWA must not have not reviewed the entirety of the last message as the copy of the receipt was provided.  Again, the issue and errors were not with anything that I did and were with your service tech vendor.  I have no control over your vendor. I have provided proof that their vendor would not accept payment while on site.  I have provided proof that the service fee was paid and processed.  I have provided proof that your service tech vendor was not truthful when they indicated my refusal to pay.  I have provided proof that you preapproved up to $250 for the repair or replacement of the microwave as evidenced on the service invoice.

  HWA cites "payment in advance of any services being scheduled," and this was certainly followed. The call on 4/11 with the HWA representative said it was their responsibility to follow up with the service tech.  HWA is indicating that have not followed through with their service tech vendor.  

  Please provide documentation of all communication with with the service tech.  

  Please provide any documentation of services that were scheduled prior to payment to the service technician vendor

  Please provide documentation of specific services that were awaiting my payment

  Please provide proof that HWA was going to come to a different conclusion than what the service tech informed me that (1) the microwave was not repairable, (2) that it would need to be replaced, (3) that HWA would have sent a check for reimbursement for an amount no less than $250.

  Please provide proof of the diagnosis you received from the service tech vendor as you should have had ample time to collect this.  Please be sure the date is clearly marked.

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

  Business response

  06/18/2024

  
  
  As for the customer’s requests, we are unable to provide our proprietary information to the customer. Additionally, HWA did not receive a diagnosis from ***** Home Services for this claim. The customer also confirmed that a new unit was purchased. Although HWA does not reimburse for services performed without prior approval, we haves requested proof of purchase in all three of our responses for further claim review. We still have not received such to date.
  
  Should the customer wish to have her invoice reviewed for potential reimbursement she will need to email proof of purchase for the microwave she bought to ********@******************.com.

  This matter should be closed.
  
  Thank you,
  Michelle C.

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