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.

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  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:03/03/2025

  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.

  On February 28th my hot water heater went out. On March 1st I called in a request to have my hot water heater replaced and I also called in a plumbing request. When I made this request I asked them to not send *** ************ LLC due to having a bad experience with the company. The guy from *** is rude and racist and I told the company I didn’t want him back at my home. On March 3rd, 2025, I paid the service technician the $100 service fee to come out and inspect my water heater. The same racist guy came to my house. I don’t know what he told the company but I received an email asking for repair receipts. I had been paying into this insurance since 2022, and it’s 2025 and I have been without hot water since Friday February 28th and this company is giving me the runaround about fixing my water heater. I’m very frustrated and this is very irritating as I need my hot water. I spoke to a technician on today and he told me he was going to give the technician the approval to do the work. But then I received an email asking about repair receipts which don’t make sense to me. What’s the purpose of having paying for and having insurance if when you need it the company going to give you the run around about fixing things that need to be fixed. I have been in contact with several different representatives and I have been told several different things which is also frustrating. I have also asked to speak with the manager. I have not spoken to a manager yet. They keep sending the same racist man out to my home and I have repeatedly asked them to not send this particular man to my home. At this point, they are not even respecting my wishes.

  Business Response

  Date: 03/05/2025

                                    
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their water heater claim (no.: ********).
  
  On March 1, 2025, the customer placed a claim stating there was no hot water. HWA dispatched the claim to our vendor network and scheduled *** ************ & Maintenance for 3/3/25. Although the customer requested that we reassign the claim. Please refer to section B(6) of the Service Contract, “We have the sole right to select the Service Provider.”
  
  Upon receipt of his diagnosis that the water heater was leaking down the side into the drip pan wherein he recommended replacement, HWA requested proof of previous repairs for claim no.: *******. Please be advised the customer reported the water heater was leaking and the previous claim was denied as a result of pre-existing conditions.
  
  On 3/4/25, the customer spoke with her Case Manager and confirmed she did not have proof of repairs. Therefore, HWA is unable to move forward with the customer’s claim.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer Answer

  Date: 03/12/2025

  
  Complaint: ********
  
  I am rejecting this response because:  On March 3rd, 2025, I paid the service technician a $100 service fee to replace my water heater. However, the same technician from *** ************ LLC arrived at my residence. Following this, I received an email requesting repair receipts. Having paid for this insurance since 2022, I am frustrated that, in 2025, I have been without hot water since February 28th, and the company is delaying the replacement of my water heater. I have been in contact with multiple representatives and received conflicting information, which has added to my frustration. I am rejecting the response I received because it misrepresents the circumstances surrounding my claim. When I initially filed the claim, I was not informed that I needed to provide receipts for past repairs. I informed the company that my stepfather repaired the heater in 2022. After the claim was accepted, and a provider was assigned, I specifically requested that the company not send *** ************ LLC due to my previous negative experience. Nevertheless, the provider was sent, and I paid the $100 service fee. I was assured that once I paid the fee, the replacement process would proceed. The claim referenced in the response dates back to 2022, which was covered under the home warranty provided by Joseph ********. When the warranty expired, I renewed the insurance in my name, ensuring that the water heater was not a pre-existing condition. I have paid this service provider $200, only to have my claim rejected. I request a refund of $200 or the total amount of $575 I paid for this insurance. I believe this insurance company is unreliable. I spoke with a male representative on Monday, who assured me that he would authorize the service technician to proceed with the work. I suggest that the insurance company review the recording of this call. The lack of clear communication and consistency from this insurance company has led to significant frustration. The providers they work with seem to do the bare minimum, and their online reviews are subpar. While they are diligent about renewing policies, they fail to provide satisfactory service to their customers, often resorting to dishonest tactics to avoid fulfilling their obligations. I question the purpose of paying for insurance if, when needed, the company will not provide the necessary support. On March 06, 2025, I paid to have the hot water heater replaced. I am asking that the company reimburse me in the amount of $2025.
  
  
  Regards,
  
  ****** *******

  Business Response

  Date: 03/17/2025

  
  
  Please be advised that we are unable to honor the customer’s request to be reimbursed the service call fees paid. Per section B(4) of the Service Contract, “You will pay a Service Fee for each Covered Item service request You submit to Us.”
  
  In regard to her request for a full refund of the policy, should she opt to terminate coverage a pro rata refund in the amount of $348.08 is due at cancellation. Per section I(2), “(b.) If You cancel at any time after the first 30 days from the Order Date, We will pay You a pro rata refund of Your paid Agreement Fee for the unexpired term at the end of the month of which You cancelled less any Service Costs incurred by Us (unless prohibited by law). If Our Service Costs are greater than the prorated refund, You shall pay us the lesser of the difference between (A) Our Service Costs; and (B) any unpaid Agreement Fees or unpaid Annual Monthly Agreement Fees. (c). In addition, You shall be responsible for an administrative fee of the lesser of $50, or such amount as is permitted by law; (3) To cancel Your Coverage, contact us at ###-###-#### or visit your customer portal at ****************.”
  
  Amount Paid: $575.00
  Months Used: 4 ($44.23) $176.92
  Service Costs: $0
  Cancellation Fee: $50.00
  Refund: $348.08
  
  As for the water heater she replaced, HWA did not approve these costs. Please refer to section B(3) of the Service Contract, “We will not reimburse for services performed without prior approval.”
  
  There is no further action that HWA can take at this time. We have complied in full with the terms and conditions of our contract. The customer refuses to do the same. Since the customer wishes to escalate this dispute, she needs to follow the procedure for Resolution of Disputes outlined in her contract.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.
  

  Customer Answer

  Date: 03/17/2025

  
  Complaint: ********
  
  I am rejecting this response because I am rejecting the response I received because it misrepresents the circumstances surrounding my claim. The claim referenced in the response dates back to 2022, which was covered under the home warranty provided by ****** ********. When the warranty expired, I renewed the insurance in my name, ensuring that the water heater was not a pre-existing condition. As far as the water heater I replaced, HWA should reimburse me for services because the water heater was covered but the HWA has refused to pay for it. When I initially filed the claim, I was not informed that I needed to provide receipts for past repairs. After the claim was accepted, and a provider was assigned, I paid *** ************ LLC the $100 service fee. I was assured that once I paid the fee, the replacement process would proceed. Per section B(4) of the Service Contract, “You will pay a Service Fee for each Covered Item service request You submit to Us.” This states for each covered item. If the water heater wasn’t covered, why did the company take my $100 twice. If it wasn’t covered this should have been stated during the initial telephone conversation. I spoke with a male representative on Monday, who assured me that he would authorize the service technician to proceed with the work. I suggest that the insurance company review the recording of this call. The lack of clear communication and consistency from this insurance company has led to significant frustration. While they are diligent about renewing policies, they fail to provide satisfactory service to their customers, often resorting to dishonest tactics to avoid fulfilling their obligations. If the company is not going to reimburse me for replacing the hot water heater that was covered under my policy, then I do wish to cancel this policy. The cancellation fee should be waived because I am only cancelling this policy due to the negligence of this company and the company not being truthful.
  I am requesting a refund of the amount of $598. I am requesting that the service fees also be refunded because my hot water heater was covered under this policy, but HWA did not give the service provider approval to move forward with replacing the heater, even after speaking with a representative with HWA who ensured me that he would advisor the technician to complete the work.
  Amount Paid: $575.00
  Months Used: 4 ($44.23) $176.92
  Refund: $398.08
  Service fees: $200
  
  
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:02/28/2025

  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.

  I paid 495 for home warranty then another 200 for them to look and not fix furnace or hot water, they deny claim saying it was pre existing condition. They took money then don't fix when something is wrong

  Business Response

  Date: 03/03/2025

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 17826695) and the water heater claim (claim no. 17826794). 

  Our records indicate that the customer placed both claims for service on February 24, 2025. Per section B(4) of the User Agreement, "You will pay a Service Fee for each ******************** request You submit to Us." 

  HWA dispatched A & C Heating & Cooling to diagnosis the heating system who reported that the transformer is blown and that the heat exchanger is cracked with recommendation of replacing the furnace.   With respect to the water heater, HWA dispatched Northwoods Mechanical who reported that the tank liner is failed with recommendation of replacing the water heater. 

  Based upon this information, *** determined that both claims were non-covered due to pre-existing conditions as the failures would take time to develop and could not have developed the same day as term coverage commenced, which was the same day the claim was placed, February 24, 2025.  

  The customer placed an appeal on February 27 which prompted assignment of a Case Manager for handling. 

  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:02/28/2025

  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.

  Over the course of a year, four HV** technicians came out to repair the furnace - they were sent by ***. Each time they told me the furnace should be replaced and each time they said they would put that in their report, and they also offered to give me a good deal because they said *** would never approve the replacement. The last technician they sent warned me of carbon monoxide dangers. I contacted *** and told them that I would not be responsible for my tenant dying of carbon monoxide poisoning and how could they help. They reiterated that they would not replace the furnace because none of the technicians had indicated in their report that it should be replaced. Someone was lying and although I requested copies of the reports from *** and the technicians, I never received them. I again asked what they would do if I replaced the furnace. The person said at a minimum they would give me $500 for the furnace and $500 for the ** that was as old as the furnace. So as not to put my tenant in danger, I replaced both units and when I contacted *** they sent me up the line to their solutions team. The last person I spoke with confirmed the $500/unit but said the person I spoke with at *** "didn't know what she was talking about so they would offer me $200. I said that was not appropriate and she said I would be contacted by a higher up. That was three weeks ago, and I have never been contacted. it cost $12,413.00 to replace these units.

  Business Response

  Date: 02/28/2025

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claims (no.:********; ********; ********).
  
  On February 5, 2024, the customer placed a heating system claim (no.: ********) stating the furnace was not responding to the thermostat and HWA dispatched ************ Heating and Air. The technician reported the filter was extremely dirty and the unit was double filtered. Therefore, he changed out the filter and removed the extra filter from the furnace.
  
  On June 24, 2024, the customer placed a heating system claim (no.: ********) stating the ** thermostat was not working and HWA dispatched ******************** The technician reported there were no operating issues on the furnace, and he informed the customer to change the filter Merv rating as the dust and debris were slowing the airflow on the unit. As a result, the claim was closed.
  
  On December 14, 2024, the customer placed a heating system claim (no.: ********) stating the furnace was not heating and HWA dispatched BJ Heating & ******** Based on the diagnosis received, *** authorized the technician to replace the inducer motor, pressure switch, collector box and drainage box. On 12/19/24, the technician reported repairs were completed on 12/18/24 and reported the unit as operational.
  
  Although the customer expressed her dissatisfaction stating the unit needed to be replaced. Please refer to ******************* Time &Payment of the Service Contract, During the coverage period, Our sole responsibility will be to arrange for a qualified Service Provider to repair or Replace.
  
  On 12/19/24, the customer spoke with a Retention Representative and requested to terminate coverage. *** offered the customer a goodwill gesture in the amount of $500.00 upon receipt of a paid repair invoice. However, the customer did not accept or decline the offer.
  
  *** did not hear from the customer regarding this matter again until 2/7/25 wherein she confirmed she replaced her HV** system. Please refer to section B(3) of the Service Contract, We will not reimburse for services performed without prior approval. Furthermore, there is no record of *** offering the customer $500.00 for her furnace and an additional $500.00 for her air conditioner.
  
  Nevertheless, *** will agree to reimburse the customer in the amount of $500.00 as initially offered on 12/19/24 by our Retention Representative upon receipt of a paid repair invoice. 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.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.
  

  Customer Answer

  Date: 02/28/2025

  
  Complaint: 23002108
  
  I am rejecting this response because:

  They offered me $500 per unit which would total $1,000.  I inquired about terminating my contract, but it made no sense to do that financially once they shared additional information, so I did not terminate my contract.  They never offered me $500 to terminate my contract and obviously I did not terminate it since additional service appointments were scheduled.  They offered me $500 per unit and that is what I expect which equals $1,000. I will accept $1,000. 
  
  
  
  Regards,
  
  ******* ******

  Business Response

  Date: 03/05/2025

  ********* *.,
  
  We apologize that the customer is still dissatisfied. However, our records indicate the customer was only offered reimbursement in the amount of $500.00. Therefore, we have no additional offers at this time.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.

  Customer Answer

  Date: 03/06/2025

  
  Complaint: 23002108
  
  I am rejecting this response because: they have left out critical facts regarding our 2/7/2025 conversation.  On 2/7/2025 I first spoke with *** who transferred me to ******. She confirmed that I was promised $500/unit.  She offered me $200.00 stating that it cost them $800 to pay for the service technician, so $1,000 - $800 = $200. When I reminded her that I was promised the $1,000 she stated, "the person didn't know what she was talking about." She indicated that she had to send this up the chain and someone would call me on Monday (2/10/2025).  I never received a call back, thus the reason for this complaint. I just want them to keep their word and reimburse me the $1,000.  

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

  Business Response

  Date: 03/10/2025

  ********* *.,
  
  The customer has not provided any supporting documentation to support her position that she was offered $500.00 for each unit. As previously indicated, *** does not have record of this offer, and we only have record of the customer being offered $500.00 with a paid invoice.

  There is no further action that *** can take at this time. We have complied in full with the terms and conditions of our contract. The customer refuses to do the same. Since the customer wishes to escalate this dispute, she needs to follow the procedure for Resolution of Disputes outlined in her contract.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.

  Customer Answer

  Date: 03/13/2025

  
  Complaint: 23002108
  
  I am rejecting this response because: if you (HWA) review your notes - you will see the documentation where I was offered $500/unit.
  
  
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:02/27/2025

  Type:Order 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 will not renew our contract with this company. We filed a claim and the company was good at the start sending a technician and doing a first repair, however, our 20 plus year old furnace broke down again in the middle of the cold winter and the company is now denying future claims. What is normal wear and tear for a 20 plus year furnace? One of the times I called, they were more interested in renewing my contract than processing my claim. Very sneaky sales tactic. No wonder their ****** reviews are very low.

  Business Response

  Date: 02/28/2025

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 17100947). 

  Our records indicate that the customer placed their claim for service on January 3, 2025.  HWA dispatched ***** Heating & Cooling to submit the diagnosis. Upon inspection, *** approved replacement of the flame sensor. 

  On January 10, a recall was placed for further inspection. Upon reinspection, *** approved replacement of the inducer motor.  

  On February 19, the technician was recalled for additional inspection. Upon reinspection, the technician reported failure to the control board due to leaking water from the secondary heat exchanger.  Based upon this information, *** issued the claim determination stating, "...it has been determined that the control board has malfunctioned due to water damage and must be replaced. Conditions or failures caused by water damage are not normal wear and tear. Please refer to section C2 of your policy. Your policy has the following exclusion, all systems must become inoperative due to normal wear and tear." 

  The customer placed an appeal prompting assignment of a Case Manager, and it was explained that the claim will remain non-covered as the failure was caused by water damage, which is not a normal wear and tear failure.  

  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:02/27/2025

  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.

  I have a home warranty with home warranty of America. I pay $78.85 per month. have been a customer for roughly 19 years. I had an issue with my main heating system on February 5th 2025. I called them up to file a claim. paid my deductible. the technician that came in recommended buying new. it was reassigned to another technician which I completely understand. they could not do the work. it was reassigned a third time. that technician said they would have to replace the heating elements or buy new. they had trouble finding the elements and according to home warranty of America that was a refusal to complete the work and it was reassigned for a fourth time. in between that third and fourth time I was on the phone with these guys trying to figure out what was going on because this is winter time in ******* during a polar vortex event and small kids in the house with the heat of low 50s. they claim they were able to find the elements and by that third ****** saying they couldn't they wrote that off as a refusal to do the work. they said they found the elements and I asked why don't they reassign that last ****** and they said they don't do business like that assigned it to yet a fourth ****** because he had to verify the elements were bad. that gentleman came out verified the elements were bad. gave them a price he received a call from home warranty trying to negotiate the price of the elements and the labor rate. he recommended buying new also. he was questioned on what happened. and home warranty denied the claim saying they're not paying for anything. which seems so unethical. I am not pushing for a new boiler only a working boiler and boilers are covered by the home warranty that I purchased and is taken out on a monthly basis with their premiums. they're very combative have a whole team of case managers denying claims. and now we're here almost a month later still no heat and a denied claim. I do have emails that support above notes if needed.

  Business Response

  Date: 03/04/2025

  ******** *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 17587253).
  
  After further claim review, *** has agreed to replace the customers boiler. On 2/28/25, we reached out to NSX Heating & Air Conditioning for pricing. However, the technician informed *** that he was on vacation and unable to confirm such for roughly 7-10 business days.
  
  Therefore, *** emailed the customer the same day and proposed the option to await our technicians pricing to replace the boiler or to proceed with a technician of his choosing for reimbursement up to $5,000.00 upon receipt of a paid repair invoice. Please be advised that this is the maximum system payout per the contract term. Please refer to section Limits of Liability (17) of the Service Contract, Remedies: You understand and agree that Your sole remedy under this Contract is the recovery of the cost of the covered repair or replacement, whichever is less. You understand and agree that, in no event, will Our liability exceed $5,000 per Covered Item
  
  As of 3/3/25, the customer opted to await our technicians pricing, and the information is pending at this time.
  
  Thank you,
  ******** *.
  

  Business Response

  Date: 03/04/2025

  ******** *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 17587253).
  
  After further claim review, *** has agreed to replace the customers boiler. On 2/28/25, we reached out to NSX Heating & Air Conditioning for pricing. However, the technician informed *** that he was on vacation and unable to confirm such for roughly 7-10 business days.
  
  Therefore, *** emailed the customer the same day and proposed the option to await our technicians pricing to replace the boiler or to proceed with a technician of his choosing for reimbursement up to $5,000.00 upon receipt of a paid repair invoice. Please be advised that this is the maximum system payout per the contract term. Please refer to section Limits of Liability (17) of the Service Contract, Remedies: You understand and agree that Your sole remedy under this Contract is the recovery of the cost of the covered repair or replacement, whichever is less. You understand and agree that, in no event, will Our liability exceed $5,000 per Covered Item
  
  As of 3/3/25, the customer opted to await our technicians pricing, and the information is pending at this time.
  
  Thank you,
  ******** *.
  

• Initial Complaint

  Date:02/26/2025

  Type:Product 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 called them on December 5, 2024 to cancel my policy and they tried to talk me out of it. But I already have coverage They withdrew 60 automatically out my consent on February 23, 2025 I called them again and they said that they gave me 2 free months but I cancelled on December 5 2024

  Business Response

  Date: 02/27/2025

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding cancellation of service contract (contract no. 535572360). 

  Our records indicate that the customer contacted *** on December 16, 2024, to terminate coverage.  As a gesture of goodwill and to retain the active contract, *** offered a waiver for two (2) months of premiums, which the customer accepted.  

  On February 24, the customer terminated coverage, and *** authorized a refund in the amount of $60.40 to account for payment of February's premium.  The refund will be credited to their card ending in 4905 within 7-10 days. 

  HWA requests this matter be closed.  

  Thank you,

  **** *.
  Consumer Advocate 

   

• Initial Complaint

  Date:02/24/2025

  Type:Product 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 currently have water backing up into my basement. *** assigned the work to a vendor that has only one-star reviews on ****. Literally every review there says that this vendor either absconded with the money without completing the repair, damaged the homeowner's property, or both. What's more, the vendor would not be available for four days. They offered to find another vendor, but said that this would cause further delays. If I hire my own technician, their policy is that the technician must submit a claim on their website and wait for their approval before beginning the repairs. Obviously this is unacceptable given the urgency of our problem.I have been an *** customer since 2016. They have frequently been difficult to deal with and have delayed fulfilling orders many times. Since they were purchased by ***, they have become impossible. I want them to pay for the repairs that my technician will undertake, or a full refund of premiums paid on my current contract along with cancellation of my policy with them.

  Business Response

  Date: 02/25/2025

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced; however, *** is unable to locate the contract holder based upon the information provided. 

  As such, *** requests that the customer provide identifying information such as the claim or contract number(s) and a response will be issued accordingly. 

  Thank you,

  **** *.
  Consumer Advocate 

• Initial Complaint

  Date:02/21/2025

  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.

  *** is refusing to repair a leak, as there tech wrote out the wrong information, using incorrect wording. This has resulted in *** refusal to repair leaks that are above my living area and can cause more damage to the living structure.

  Business Response

  Date: 02/25/2025

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the limited roof leak claim (claim no. 17697149). 

  Our records indicate that the customer placed their claim for service on February 13, 2025, stating that the roof is leaking.  HWA dispatched Acut Above Builders & Renovation to the customer's home to submit the diagnosis who reported that the tiles are broken and shifted with recommendation of partial roof replacement. 

  Based upon this information, *** issued the claim determination stating, "...it has been determined that the roof will require a partial replacement to resolve damage. Please refer to section E3 of your policy. Your policy has the following exclusion, if roof must be partially or completely replaced to effect repair, this coverage does not apply." 

  The customer placed an appeal prompting assignment of a Case Manager, and it was explained that the claim will remain non-covered as partial roof replacement are excluded.  Furthermore, *** provides coverage for, "shake, shingle, and composition roof leaks" and therefore repair of tiled roofing is not included under the terms of coverage.  

  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 

  Customer Answer

  Date: 02/25/2025

  
  Complaint: 22973677
  
  I am rejecting this response because:I feel that some part of the repair of the leak should be covered HWA is just finding anything they can to not pay out anything. Thats why they have poor ratings, I will like to request a second option from another roofer of my choice, and I would like to be able to submit that paper work to *** for repair. Has they fixed another leak on my roof, and the tiles where not an issue at the point.
  
  
  
  Regards,
  
  ******* *****

  Business Response

  Date: 02/26/2025

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

  HWA is sorry to hear of the customers continued frustrations;however, *** provides coverage for shake, shingle, and composition roof leaks".  Therefore, the claim will remain non-covered as the home has tiled roofing, which is excluded under the terms of coverage.

  There is no further action HWA will take.

  If the customer wishes to continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in the contract.  

  HWA requests this matter be closed. 

  Thank you,

  **** *.
  Consumer Advocate 

   

  Customer Answer

  Date: 02/26/2025

  
  Complaint: 22973677
  
  I am rejecting this response because:
  
  
  They have preformed work on my roof before, and it has never been a problem or an issue. I ask that the repair the leaks. Or provide me a full refund so I can get this fixed, since now all of a sudden after the repaired a leak before its an issue, Im not asking for them to repair my tile roof or the tiles Im asking them to repair the leaks which are covered. 
  

  HWA is acting more like a Gaint corporate bully, doing as they please when they please.

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

  Business Response

  Date: 02/27/2025

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

  With respect to the prior limited roof leak claim, our records indicate that the claim was placed on March 15, 2023, stating that there is a roof leak above the garage.  The customer opted to use the Claim Reimbursement Process which allowed them to select a technician of their choosing to submit the diagnosis for claim evaluation. 

  CHW received the diagnosis on March 20 which reported that the underlayment is worn which caused water to leak.  However, their technician did not report that the roof was tiled and therefore, based upon the information provided, *** approved the claim for coverage.

  Under the most recent claim for coverage, the diagnosis reported that the roofing is tiled with recommendation of partial roof replacement. As such, the claim remains non-covered accordingly.

  With regard to the customers request for a full refund, should the customer wish to proceed with cancellation, they will be refunded in accordance with section I(2) of the User Agreement, If You cancel at any time after the first 30 days from the Order Date, We will pay You a pro rata refund of Your paid Agreement Fee for the unexpired term at the end of the month of which You cancelled less any Service Costs incurred by Us. In addition, You shall be responsible for an administrative fee of the lesser of $50, or such amount as is permitted by law.

  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.

  This matter should be closed.  

  Thank you,

  **** *.
  Consumer Advocate 

  Customer Answer

  Date: 02/27/2025

  
  Complaint: 22973677
  
  I am rejecting this response because:
  
  *** is only in the business to take peoples money, but never willing to fix the issues, I kindly request contact to *** legal department so legal papers can be served. As pictures were provided to *** during the first claim that shows the roof was tile.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:02/20/2025

  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.

  I have a home warranty which states that built-in dishwasher is covered for all components and parts. (F. in the contract). It was determined that they would replace the item. I was offered a gift card to purchase one through ****** for $246. The CHEAPEST dishwasher on line is $299. My current dishwasher was not the CHEAPEST. The contract states that a comparable appliance will replace it. The "kit" that is part of the dishwasher is included in the delivery and installation for $199. When I incurred a similar problem last year with a clothes washer, I, once again, had to go through a case manager. She offered an additional $100 to help with delivery. If *** wants me to get the cheapest model they should minimally cover that amount - $299 and I am willing to split the kit/delivery/installation charge of $199. A reasonable settlement would be $399.

  Business Response

  Date: 02/21/2025

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 17291027). 

  Our records indicate that *** approved replacement with a buyout in the amount of $246. 

  In accordance with sections 9 and 14, Limits of Liability of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacements will be of similar or equivalent quality and efficiency to those being replaced...We are not responsible for upgrading
  or matching color or brand) 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." 

  The customer placed an appeal requesting *** increase the amount to $490.98 to account for retail replacement cost with installation and parts, and it was explained that *** offers cash back at Our cost for replacement, which may be less than retail. Therefore, the buyout was not increased accordingly. 

  Nonetheless, in goodwill, *** is pleased to offer the customer a buyout increase from $246 to $349 as a final offer.  The customer may confirm their acceptance by emailing *******************************************************************************.  Upon acceptance, a check will be mailed in lieu of a ****** eGift card which will allow the customer to shop at the retailer of their choosing.  All payments are subject to 30 days processing. 

  No further action will be taken.  

  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

  Customer Answer

  Date: 02/21/2025

  [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:02/17/2025

  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 have a Thermadore freezer that was not cooling properly and the unit was getting warm by the compressor. The water coming out would get warm and the entire freezer would warm and defrost. I submitted a service request to repair per the contract. The technician came out. He did not speak english so that made it nearly impossible to relay the issues. We had to use a translator app and that was difficult at best. He opened up the freezer and looked at the compressor section and then closed it and collected his service fee. He typed in the translator that it would be 3-7 days to fix it. I received an email from HWA that the claim had been closed and I was to hire my own contractor to provide access to have the unit fixed and they would provide me $500 to do so. Per my contract, the unit is completely covered. Access is covered to $500 however any appliance repair technician should be able to access a kitchen freezer, diagnose the issue, and fix the issue. It is unacceptable to have the customer do all the legwork to fix their own appliance when they have a home warranty. Furthermore, a contractor should be able to communicate clearly so that a proper diagnosis can be made. Not one claim I have made on this warranty has been honored. I have made 3 requests and not one of them has resulted in an actual diagnosis. I have had to hire my own people to diagnose and fix all 3 items and it cost me less then the home warranty for all of them. It is unacceptable to assign work to vendors who are not qualified or capable of proper diagnosis and then collect fees for just showing up to the house. I am requesting my service fee and the entire cost of the contract as the items I have requested be fixed have not been and they were covered under my contract.

  Business Response

  Date: 02/18/2025

   

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

  Our records indicate that the customer placed their claim for service on February 11, 2025, stating that the unit is not cooling properly. HWA dispatched **-********* - ******* TX to the customer's home to submit the diagnosis. Upon inspection, the technician reported that they are unable to properly diagnose the issue as the refrigerator is built in and inaccessible. 

  Based upon this information, HWA informed the customer that they may contract with their own technician to have them remove the unit and HWA will provide reimbursement up to $500 with a paid invoice for access in accordance with section G(2) of the User Agreement, "We will pay up to $500 to provide access to Covered Items through roofs, unobstructed walls, ceilings or floors, concrete covered, embedded, encased or otherwise inaccessible Covered Items. We will return the access opening to a rough finish condition, subject to the $500 limit." 

  With respect to the customer's request for reimbursement of the service fee, the service fee is required for each claim placed regardless of claim outcome in accordance with section B(4) of the User Agreement, "You will pay a Service Fee for each Covered Item service request You submit to Us." 

  With respect to the customer's request for a full refund, the customer is not entitled to a full refund upon request for cancellation in accordance with section If You cancel at any time after the first 30 days from the Order Date, We will pay You a pro rata refund of Your paid Agreement Fee for the unexpired term at the end of the month of which You cancelled less any Service Costs incurred by Us. In addition, You shall be responsible for an administrative fee of the lesser of $50, or such amount as is permitted by law." 

  Nonetheless, in goodwill and in lieu of moving forward with the claim, HWA is pleased to offer the customer a full refund in the amount of $1,240 with cancellation.  Should the customer wish to accept as resolution to this matter, they may email ******@******************.***.  

  Thank you,

  Lori J. 
  Consumer Advocate

  Customer Answer

  Date: 02/18/2025

  [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,
  
  *********** ********