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:08/01/2022

  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.

  On 07/26 I contacted HWA for service on my ** unit that went out. A technician was sent to our house on 07/27 and paid 100 dollars to diagnose the issue. The technician explained all he had to do was put in the work order for parts and replace it once everything came in. He stated that this could take up to 24 hours to be processed. On 07/29 I called HWA because I had not received any new information and a major heat wave is hitting our area. After making 3 phone calls, I learned our claim was cancelled because the issue was not with our ** but with our heating system. Its the middle of summer and 100 degrees. The heating system hasnt been activated for months. I called the technician that responded to our house and he confirmed that this was something the insurance company often does. The technician explained the issue again to the company and we were reassured that the work order would be processed. HWA is now requiring that we pay another technician to come out to diagnose the same issue before moving forward with a new claim. This technician cannot respond until Wednesday of next week. We will be without ** during a massive heat wave now for over a week with no parts having been ordered and no closer to having our ** fixed. HWA does not have a manager you can speak to and are extremely rude over the phone. I ultimately just want my ** fixed. We have paid roughly 600 dollars this year as part of our contract and have not filed any previous claims. If they are not going to fix this by early next week, I would like my contract ended and my money back to fix the ** unit

  Business Response

  Date: 08/05/2022

  Dear **********************: 

  HWA (Home Warranty of America) is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 4132263) and heating system claim (claim no. 4210461). 

  On July 26, 2022, the customer submitted a claim for the air conditioner stating that it is not cooling properly. HWA dispatched ********************* *** to submit the diagnosis. Upon inspection, it was reported that the failure is to the furnace and not the air conditioner.

  On July 29, 2022, HWA forwarded communication to the customer stating, "It was determined by the technician that a different trade technician is required (heating claim). Your claim has been closed. Please contact us at your earliest convenience to open up a new claim for the correct system."

  A new claim for the heating system was submitted and HWA assigned **************************************** to submit a diagnosis.  On August 2, 2022, the policyholder contacted HWA advising they would like to cancel the claim. HWA cancelled the work order accordingly.

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

  Sincerely, 

  The HWA Team 

   

   

• Initial Complaint

  Date:07/28/2022

  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.

  On 5/15/2022 or fridge stopped cooling and freezing our food. We made a claim with home warranty of America. They sent a technician which we paid $100 to look at the fridge. He stated the compressor was bad and it would cost $1300 to fix. they denied the claim because they said it was not normal wear and tear. the fridge was 10 years old. We appealed and they still denied. The technician stated that this can happen at this age of fridge. We lost over $450 worth of groceries and meat. On 7/14/2022 we contacted Home warranty of America because our hot water heater t/p valve popped and was leaking and our hot water was scalding. Also we noted that the hvac was leaking and they are located together in a utility closet. was was pooling between them and leaking into the crawl space. The linoleum started to roll away and the floor felt weak. We tried to dry it out with a sham wow towel and fan while we were waiting on a company provided by them to assess the situation. Was told the old issue they would cover would be the popped t/p valve and we were going to have to pay for the pipe and the hvac was a separate claim that we would have to pay another $100 service call for. The company that ordinally looked at it D&R plumbing, heating and cooling had already looked at all of it and submitted the claim. They only give you 7 days to appeal and they cover nothing. We paid over $800 for this warranty and they have yet to cover anything.

  Business Response

  Date: 08/04/2022

  Dear **********************: 

  *** is sorry to hear of the customer's frustrations regarding the refrigerator claim (claim no. 2572999) and the water heater claim (claim no. 3868345). 

  With respect to the water heater claim, the customer placed the claim on July 14, 2022 stating that the tank is leaking. *** dispatched D&R Plumbing & Heating to diagnose the failure. Upon inspection, it was reported that the the water heater required a relief valve and reported damage to the customer's flooring. *** authorized replacement of the relief valve, however *** is not responsible for damage to the floor. 

  Please refer to your terms and conditions section Limits of number 6; we are not responsible for consequential or secondary damages. 

  In regards to the customer's complaint regarding placing an additional claim for the air conditioner, please refer to the *** policy section 3 under ***************** "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..."

  Lastly, on May 17, 2022, the customer placed a claim for the refrigerator stating that it is no longer freezing and advised *** that the last time the refrigerator was working was on May 15, 2022. *** dispatched A&E *************** to diagnose the unit.  Upon inspection, it was reported that the compressor failed. 

  *** communicated the claim determination to the customer stating, "It has been determined the refrigerator has a damaged compressor. Under normal wear and tear conditions this failure takes time to occur and cannot develop within commencement of the policy. Please refer to your terms and conditions section Definition number 1; this Contract provides coverage for unknown Breakdowns if the breakdown is not detectable through visual inspection or simple mechanical test, and the Covered Items are in proper working order on the Coverage Period Start Date."

  The customer filed an appeal to the claim determination and the Case Manager advised the customer that the policy start date was May 6, 2022 and based upon the failure and last time working, the refrigerator did not enter the policy in proper working condition.  

  Nevertheless, as a goodwill gesture, *** would like to offer the customer a check in the amount of $500 to put towards the cost of replacement.  Should the customer accept, please contact ************ at *******************************************.  Please allow 30 days processing from day of acceptance. 

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

  Sincerely

  The *** Team 

  Customer Answer

  Date: 08/04/2022

  [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:07/27/2022

  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.

  Home Warranty of America Sent an unlicensed handyman to inspect leaking copper pipes not a licensed plumber Decided that according to their "policy" that "Hardwater" caused the pipe to leak even though we get the water from the city municipality and refuse to cover anything. Policies are written in a way to give a way to not cover anything. 7/26/2022

  Business Response

  Date: 08/03/2022

  April V.,
  
  Home Warranty of America (***) apologizes for the any frustrations the customer may be experiencing regarding their plumbing system claim (no.: 3524560).
  

  Based on the diagnosis from Jacks of Many Trades LLC it was determined that the water lines became clogged with chemical build up and were unable to work properly,and needed to be replaced.
  

  Please refer to the terms and conditions section Limits of Liability number 6; 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.
  

  On July 26, 2022 an *** case manager spoke with the customer. The customer stated that the failure was due to normal wear and tear. The *** case manager then spoke with the technician who stated that the copper pipe was soft which is caused by high pressure or hard water build up. The customer was advised that this would remain a non-covered claim. The case manager offered the customer $150.00 in lieu of the claim denial and they declined the offer.
  

  Regarding the customers request for a refund, should they choose to cancel a refund in the amount of $429.17 is due to the customer at this time. The customer may e-mail ******************** at ********************************************* to advise if they wish to proceed with cancellation.
  

  Thank you,
  

  The *** Team

• Initial Complaint

  Date:07/26/2022

  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 7/20/2022, I filed a claim with Home Warranty of America (***) due to my AC unit going out. The lack of communication and lack of professionalism of *** has been a nightmare to deal with. After the technician came out to my home, I followed up with *** to check the status of my claim. Each time I called to speak with a representative, the same scenario would happen, i.e., they would place me on hold and "attempt" to call the technician to gain more information; however, the technician would never answer and they would "leave a message" with the technician. I was able to reach out to the technician who stated he had submitted all the information needed and that he was waiting for the *** to respond. When I called the *** again, they were in the process of giving me the same run-around/generic message; however, once I had provided them with the information that the technician told me, the representative stated they had JUST received the notification. Shortly after, I received several email confirmations stating that my claim was approved. Upon receiving my last "approved" email, I was told that I would have to pay $900.00 to the technician to cover "non-covered" costs (i.e., "modifications needed such as duct, copper, drain, or electric to support your new equipment"). I followed up with my technician and he stated the $900.00 included "labor to bring in the new unit, removal of the old unit, welding in the new unit, additional refrigerant, and supplies.". I reviewed my warranty contract extensively and as a Diamond Warranty Holder, the "fees" that they are claiming are due are all a part of the installation process, which is covered under my warranty. I have attempted to seek clarification and was told I would have to speak to a case manager. When I was assigned a case manager, they sent me an email that provided me with a link to discuss my claim. Tomorrow will be a week since I filed my claim and the earliest to speak to my case manager is 8/3/2022.

  Business Response

  Date: 08/03/2022

  April V.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding their air conditioning claim (claim no.: 3977947).
  

  Based on the diagnosis from *** Services the customer was approved for supplied coil and condenser. HWA will be supplying the supplied coil and condenser, and covering the technicians labor. There are non-covered charges due in the amount of $900.00 to the technician. Upon speaking with an

  HWA case manager regarding the cost(s), the customer accepted the non-covered charges on July 25, 2022
  

  The equipment was ordered on July 28,2022 and the estimated date of delivery/pickup is August 2, 2022. This information was provided to the customer and the technician. Once the technician obtains the equipment a repair appointment can be scheduled. Should the customer wish to contact the technician directly they may be reached at **************.
  

  HWA requests this matter be closed as we have approved the customer for repairs and they have agreed to the non-covered charges.
  

  Thank you,
  

  The HWA Team

• Initial Complaint

  Date:07/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased this policy on recommendation from our realtor.We have a hot water issue and can not access the website to communicate directly with the company. When calling the phone is answered by overseas operators who can read scripts but can not solve problems. The warranty is for 24 hour serve. On 7/24 we were assured that a contractor would be in touch today. After determining that the issue with the website persists I called the service number. As it turn out HWA has no contractors in ****, ****** and puts a broadcast out to email sources looking for bids. The overseas operator thinks the company will be able to get something done in a week. When I offered to locate my own contractor (easy to do) they state that the contractor has to have access to the website and since my account is not responsive it can not happen. The new overseas operator has no notes that the website portal is not responsive and had no idea what to do about it. Right now I have wasted soooo much time on these people--the realtor reports that she has stopped recommending them for the same reason and they are not responsive to her either. These guys just should not be in business but for now I'll take the repair and a refund.

  Business Response

  Date: 08/03/2022

  April V.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer experienced regarding their water heater claim (claim no.: 4081812).
  

  The customer opted to proceed with their own technician and submit for reimbursement. HWA sent the reimbursement form to the customer with instructions on how to proceed forward. Based on the diagnosis received from the customers technician it was determined that the water heater was not working properly and was replaced without prior approval from Home Warranty of America.
  

  Please refer to the terms and conditions section III; We will not reimburse for any services performed without Our prior approval.
  

  Our most recent records indicate the customer cancelled the policy (no.: ********** on August 3, 2022. A full refund is being issued to the customer in the amount of $665.00. Please allow up to 30 days for processing.

  HWA requests this matter be closed as we were in compliance with the terms of the policy and have refunded the customer in full upon their request for cancellation.
  

  Thank you,
  

  The HWA Team

  Customer Answer

  Date: 08/03/2022

  
  Complaint: 17620284
  
  I am rejecting this response because:
  
  HWA explicitly stated that they could not provide coverage.  Their ************** wote "I do apologize that you were told that it would take a week to find a contractor and that it would take a week after a diagnosis" She also agrees that there is not a copntrated service in the ****, ****** area. She also agress that I was not and still am not able to access a reimbersement caim form.

  This deniale follows the same pattern as so many other camplaints that have been filed with the BBB and conforms to the advice in the BBB Advisory.

  
  Regards,
  
  **** Vanhudson

• Initial Complaint

  Date:07/25/2022

  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.

  Our air conditioner stopped working on Thursday July 21st at approximately 4:20 PM. We immediately contacted Home Warranty of America to report. It is now 4:55 PM Monday July 25th and we have not yet had a technican contact us or come to our residence. This is the worst service I have ever experienced with a home warranty company.

  Business Response

  Date: 08/03/2022

  April V.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (claim no.: 4027117).
  

  Our most recent records indicate that the customer spoke with an HWA manager on July 25, 2022. She advised she would be using her own technician and utilize our reimbursement option. HWA sent the reimbursement form to the customer with instructions on how to move forward.
  

  To date, HWA is pending a diagnosis from the customers technician.Once HWA receives the requested information we can move forward with the customers claim.
  

  Thank you,
  

  The HWA Team

• Initial Complaint

  Date:07/25/2022

  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.

  In May of 2022 my oven stopped heating. I called my warranty company HWA and placed a claim. They verified I was covered and sent out a technician. After a few weeks I called the technician company ******************** of ********** ** ********** and asked for an update. I was notified by that company HWA was replacing instead of repairing. I called HWA and they advised I would receive a electronic gift card in a couple of day for Lowes to replaced my stove. I have never received the card just offers to reinstate my warranty. I have called them over **************************************************************************************************** a couple of days. As of yet, no gift card. Please help me. I cant afford a stove at this point. Im unemployed. **********

  Business Response

  Date: 08/03/2022

  April V.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their oven stove cooktop claim (claim no.: 2548210).
  

  Our records indicate that the customer accepted our replacement offer on June 7, 2022 in the form of a Lowes ****** card in the amount of $338.00.The card (no.: *******) was issued to the customer in the amount of $338.00 on June 28, 2022. The customer has indicated to date they have not received payment.
  

  HWA can void the initial Lowes ****** card and reissue the funds to the customer or send them to the customer in the form of a check. Please have the customer contact ******************** at ********************************************* to advise on which method of payment they prefer.
  

  Thank you,
  

  The HWA Team

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted Home Warranty of America to get our fridge/freezer and microwave repaired. The technician stated the microwave can be repaired or replaced. Home warranty of America sent us an email with a link attached to view details, after clicking the link it was an approval for a lesser amount than the cost of a new microwave. Instead of replacement as their contract states. They are making us wait 30 days for an electronic gift card for an amount that will not cover the cost of replacement. We are currently without a working fridge/freezer and are having to wait over a week for repair. The $75 for the fridge and the $75 for the microwave that were looked at during the same service call are not even being applied to the repair.

  Business Response

  Date: 08/03/2022

  April V.,

  Home Warranty of America (HWA) apologizes for the any frustrations the customer may be experiencing regarding their microwave and refrigerator claims (claim no.: ******* & *******).
  

  Based on the diagnosis from After 5 pm Appliance Repair HWA offered the customer a replacement towards their microwave in the amount of $191.00.The customer declined the offer on July 26, 2022.
  

  Please refer to the terms and conditions section Limits of Liability number 14; Cash Option. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item.
  

  On August 2, 2022 an HWA case manager spoke with the customer and increased the offer to $249.00. The customer accepted the offer and was advised that the funds would be issued in the form of a Lowes ****** card. Please allow up to 30 days for processing.
  

  In regards to the customers refrigerator claim (no.: *******) the technician reported on July 28, 2022 that there were no repairs needed. CHW then recalled the technician at the request of the customer. Should the customer have any further concerns they may contact the technician directly at *************.
  

  Thank you,
  

  The HWA Team

• Initial Complaint

  Date:07/25/2022

  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.

  On the about the last week of may I submitted a claim to HWA to which they assigned a plumber that came shortly afterwards. They did not like his diagnosis, so he was removed from my case. He was reassigned a week later, then my claimed was denied do to the fact that he said there may be a slab leak. Which it turned out to only be a leak on the other side of the wall. I was assigned a case manager named ************************* who assured me I could resubmit my paperwork for reimbursement if the plumber discover the leak was not in the slab. ** from ************************************************************************ resubmitted my paperwork directing after fixing my leak. I have called ******* several times to see if my claim status has changed and also had ******************************************* reach out with no response from anyone on reimbursement on my claim that should have been approved in the first place. It has almost two months since I started this process with no resolution in this matter. This is not the first time this company has totally ignored me one I have paid for a job they should paid for.

  Business Response

  Date: 08/03/2022

  April V.,

  Home Warranty of America (HWA) apologizes for the any frustrations the customer may be experiencing regarding their plumbing system claim (claim no.: 2872741).
  

  Based on the diagnosis from ***********************************************, it was determined that a leak developed under the slab and required further service. This is not a service covered under the policy.
  

  Please refer to your terms and conditions section Home Owner number 1; We list examples of components not covered; to assist Your understanding of this Contract. The examples of not covered; components are not exhaustive. The system/item is not covered under your contract.
  

  In regards to the customers request to be reimbursed the cost for leak repairs, HWA did not approve these cost(s).
  

  Please refer to the terms and conditions section **************** number 2; We will not reimburse for any services performed without Our prior approval.
  

  Nevertheless, due to the customers dissatisfaction please have the customer provide an itemized paid invoice to HWA. The customer may submit the documentation to ******************** at ********************************************* for further review.
  

  Thank you,
  

  The HWA Team

  Customer Answer

  Date: 08/05/2022

  [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 requires further action from the vendor and myself, because I dont think they actually read my complaint.  I also dont believe they looked at the submission of the invoice prior to my complaint. I have forwarded the documents as requested for further review to the business.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/25/2022

  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.

  My hot water tank went out 7/18/2022. I filed the claim that morning. They sent someone out on 7/19. He informed them the tank need to be replaced however, his company would not do the work. 7/21 they sent another company out. He confirmed it needed to be replaced. He thought it had a warranty with the manufactory company. I called Rheem they reported the warranty is for the original buyer and it had expired. I upload that document on 7/21 to HWA portal. 7/22 the portal said claim approved and someone would come to the home Monday 7/25/ 2022 between the hours of ****. No one arrived. I called HWA again. The customer service rep left me on hold for over 25 minutes. He told me that I was suppose to contact the vendor to update them. I asked why when your company asked me upload the document stating the manufactures warranty is for the original purchaser. I was then informed I would need to pay another $99 for a warranty exchange fee. When I asked ******* why when there isn't a warranty on it and it need to be replaced. He refused to answer my questions. I asked for a supervisor. He refused to transfer me or give me a number. I called back for the 5th time in the same day to speak to a ****** He reviewed the notes. Stated he would send my claim for review and I should have a resolution by end of day. It has been a full week of complete of disaster. I need to replace the floor from the leak but waiting for the tank to be replace. I am staying in hotels because of no hot water. I still have no resolution. All my family want is the tank replaced and this company to honor what they said they cover without all the run around. Communication is horrible.

  Business Response

  Date: 08/03/2022

  April V.,

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding their water heater claim (claim no.: 3915403).
  

  Based on the diagnosis from Powerhouse Plumbers LLC the customer was approved for a supplied water heater. HWA agreed to supply the supplied water heater and cover the technicians labor. There were non-covered charges due to the technician in the amount of $90.00. The customer accepted the charges on July 26, 2022.
  
  Non-Covered charges
  Disposal: $90.00
  

  HWA ordered the equipment on July 27, 2022 and the estimated date of delivery/pick up was scheduled for July 29, 2022. There was a repair appointment scheduled for August 2, 2022 with Powerhouse Plumbers LLC. Should the customer have any further concerns they may contact the technician directly at **************.

  Thank you,
  
  The HWA Team