Complaints

• Initial Complaint

  02/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/29/2025 MY HOT WATER HEATER went up, WATER ALL OVER THE ****** I called Home Protection of America who I pay Monthly for the past several years at least 10 times no one is answering the phone. I left 3 messages no one has returned my call. In the midst of mopping up water. I was advised by the recording on the phone to file a claim. I did that . I found previous emails that I had contacted them previously and have sent at least 5 or 6 emails, Someone named ***** told me to submit pictures. I sent thru email because I am in the MIDDLE OF AN EMERGENCY. it has been 2.5 hours no one has authorized me to receive services

  

  Business response

  02/03/2025

  We have received the customer claim. We have provided the customer with the claims instructions. Once the customer has a diagnosis available from a service provider they may submit that for review. We have confirmed the customer has received the instructions. 

  Customer response

  02/13/2025

  
  Complaint: 22874572
  
  I am rejecting this response because:  I submitted the diagnosis which they requested through the portal and they claimed that they did not receive it. I submitted it again a couple of times and they finally approved it for a much lower amount than what I had to come out of pocket for. I have submitted my paid invoice several times and finally after submitting it back to  back on 2/12/2025., I finally received a reply today 2/13/2025 that they are processing it. I asked for a timeline several times and there has been  no response. When calling their business it states to leave a message and the call will be returned. I have left several messages since 1/29/2025 and noone has called me yet. I did not receive any correspondence that their processes has changed. In the past I would call in and get someone named ******* and we would discuss the issues and he would approve over the phone. He would also return my call. In a previous instance he told me that I could pay or have the contractor call and they would make payment over the phone directly to the contractor. The last time that I filed a claim it took them a long time to answer the phone and the contractor could not wait and I paid them directly. It took me 30 days to get reimbursed at least then I could speak with ******* who worked at the company. This time noone is answering the phone still. My initial call was 1/29/2025 and it takes days and several submission before someone answers an email. This is bad business. My claim was approved finally and was only for $1014.00. I paid
  $1695.00. I would like full reimbursement and I would like to know when I can expect it. I also would like a name and number for someone in management that I can speak with. I was without hot water for 8 days. and they acted like not having hot water in the dead of winter is no big deal. I am a senior and also have an elderly person in the home, that meant nothing to them. As stated, at this point I would like full reimbursement and would like to know when I can expect the check and again a name and number to someone in management that I can speak with.
  
  Regards,
  
  ******* *****

  

  Business response

  02/13/2025

  We have received the final invoice which shows the repair was paid for by the homeowner. We did not receive the diagnosis after making the request for several days which is what led to the delay referenced by the customer. The claim was approved for $1014.00 which included $400 to remove and replace the water heater, $25.00 for miscellaneous supplies and $589.00 for the replacement water heater. Unfortunately we would not be able to increase the authorization. Reimbursements are processed and are typically issued within 30 days from receipt of the paid invoice. 

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me: On Dec 31 2024, I tried to wash my clothing and my front loading washing machine inside drum was not spinning correctly. It is making a screeching and banging sound inside the machine. I tried to move the inside drum, it was not tight rather flopped around from side to side. It is not working. I contacted my warranty company. What follows are emails:Me:This needs to be fixed and is covered under my policy HPDM38127 Diamond, **********************************Diagnosis fee has been paid and washer can not be *********** washer and parts have been discontinued. Technician could not repair due to parts not being available. parts are no longer available and machine can not be ******** washing machine is no longer being manufactured and parts as well not available. Washer is inoperable and must be replaced.Them:Please provide a photo of the model and serial number tag, a list of the part numbers required to perform the repair and a video of the failed components observed during the ************:They said PARTS ARE NOT *************** discontinued..nothing to look up.Machine no longer being manufactured and parts are no longer being manufactured. NO PARTS ARE BEING MANUFACTURED.I am annoyed with your response. Please expedite this. I am an elderly lady who is shocked with your request that I have the ability to find part numbers especially when the technician said they are not available. When he was here, I called several times to address my situation. NO ONE answered the phone at customer service or any other company number to speak to him. He waited at my home an extra 15 min to talk to someone at customer service and was available to explain the situation as I could not. From then to now, I have not had a voice conversation with anyone at HPOA.I do not appreciate being taken advantage of. With senior citizens, which I am, there should be greater care with explanations on the"how" to fulfill technical requests.Honor the claim.

  

  Business response

  02/03/2025

  We did receive the claim from the consumer and requested the photos of the failed components, photos of the units model and serial number as well as the part numbers for the failed components. The customer refused to provide the part numbers for the parts that had failed and insisted that we cancel her coverage instead of providing the required part numbers. The customer continued to iterate that the parts were no longer available but would not provide the actual information regarding the parts. As per the customer request the coverage was cancelled immediately. The customer then attempted to continue the claim several days after requesting the coverage be canceled and even supplied the part numbers but not the video of the failed components. we have advised the customer that the coverage was canceled by the customer prior to submitting the requested information. Unfortunately, we would not be able to provide an authorization for this or any future claims related to this service agreement. 

  Customer response

  02/04/2025

  
  Complaint: 22881321
  
  I am rejecting this response because:The company did not honor my claim as of Dec. 31 2024.  I provided what I could and there was NO help from them. The Technician was gracious to send additional documentation. This company was difficult to work with. I paid for 2 houses to be covered and was timely ..never late. I had to pull teeth to have them review my claims and waited hours if not days to get a response.  While the repair technician was at my home, I called the company as required without success.  I did not get a reply from them via phone for days.  When they did respond, it was via email asking for video, part numbers and video showing what was not working. I tried to comply however gave them that I had. They are making me out to be uncooperative,  however that is far from the truth. I feel that they were not willing to assist in getting my washer situation resolved.  What a shame to treat a great customer for over 3 years like c*** I am planning on taking this to Channel 7 On Your Side and go to arbitration if this dies not get resolved.

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

  

  Business response

  02/07/2025

  We did request the video and part numbers on many occasions and we were met with refusal. The customer then acquired the part numbers after days of refusing to do so but at this point the customer already demanded the coverage be cancelled. We cannot process service requests after the coverage is canceled. The claim information needed to be supplied when requested and prior to canceling the plan. Unfortunately we will not be able to provide an authorization for this claim. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took out contract to cover appliances. Had a 30 day waiting period for preexisting problems. Yea here were none. After 2 weeks later air conditioning went low on cooling. The comp. Said because it was treated for the same thing the last summer it didnt get fixed son-in-law they said it was preexisting and they wret not going to cover.

  

  Business response

  07/17/2023

  This claim was filed on June 12, 2023 for the inoperative air conditioning system.
  
  On the initial call on June 12, 2023 with the customer she stated the tenant called her the previous night and alerted her to the inoperative air conditioning. The customer then stated she had 1 Hour HVAC go to the home to diagnose the issue. When asked, the customer would not tell us what kind of concern the tenant was experiencing and continued to ask us "is this covered or not?" and then advised us she was going to have the tenant call to provide us the information. This is the reason the tenant was involved. The tenant was the party living in the home, experiencing the concern and coordinating with the service providers so they had the information needed for the claim that the homeowner could or would not provide.
  
  We then immediately called 1 Hour HVAC and we were told that they were called out to the home on May 30, 2023 not June 11, 2023 as we were led to believe by the customer. This places the failure within the 30 day waiting period. This also documents the first time the customer deliberately and fraudulently misrepresented the facts surrounding this failure in an attempt to have a known preexisting failure covered by the plan.
  
  We received a call on June 28, 2023 from the tenant where he stated the service provider condemned the air conditioning system due to a leak and rattling/failed compressor. When asked, the tenant advised us that this compressor rattle existed last year and the homeowner declined to replace the unit when advised that it was necessary by the service provider then. The tenant also advised us that the system has been leaking for 3 years and the only corrective action taken by the homeowner was to top it off for the season and not repair the leak. We then spoke to the customer on the same day who also stated that she had the system refilled for the previous 3 summer seasons and never had the leak repaired.
  
  We advised the customer on July 03, 2023 that the claim was denied as it was well documented that this concern was preexisting.
  
  On July 06, *************************** and stated that she never told us that the system ever had a leak and never needed to be topped off during the previous 3 years and that the tenant was wrong. This was clearly contradictory to the previous calls we had with her and to the documents provided by the service providers relating to the previous years.
  
  This plan does not cover any failures that occur during the first 30 days or prior to the purchase of the coverage. This failure is well documented as preexisting. Unfortunately, we will not be able
  to provide an approval for this claim.
  
  After an administrative review of this claim we have also canceled the coverage for this home and the 2 additional homes covered by this plan due to the fraudulent attempts to obtain coverage by misrepresenting the facts regarding the failure and when the failure occurred.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an electrical problem and I called HPOA. ******* of HPOA said to call an electrician. HPOA would cover the cost of the electrician coming to the house. The electrician MEC Electricians of ************, ** came. They fixed smoke detectors which I agree are not HPOA responsibility. They evaluated the electrical problems and called HPOA for authorization. The electrician and ******* of HPOA got into an argument and HPOA hung up on the electrician. I was not going to ask another electrician for an estimate as I don't want to pay for another service call. I want HPOA to pay the $250 service call fee that I paid to MEC electricians.In an aside on this manner, HPOA appears to be a very small outfit as I always talk to one person. Also their practice of having customer hire someone to look at problem and then contact insurer hurts the insured. Reputable home warranty companies have their own certified contractors who charge a fee and then evaluate a problem and determine coverage. This indicates to me that HPOA is a very small outfit that is trying to avoid payments at all costs.I want the $250 paid paid for the service call to be paid to me by HPOA.

  

  Business response

  03/21/2023

  The claim that was filed was for the new installation of carbon monoxide smoke detectors and the replacement of a lighting fixture that was being replaced as an upgrade not because of a failure. It wasnt until we asked both the homeowner and the service provider were we told that the items had not failed and were not exhibiting any problems but rather they were being replaced as an upgrade. After advising the customer and service provider that the service agreement would not cover the claim we were then told that they were failed. Unfortunately, we cannot accept a change in the facts that were already provided by multiple parties regarding the need for the replacement. We would not be able to provide an approval for this claim.

  
  Home Protection of America allows our customers to choose their own service provider because it is the right thing to do. Forcing a customer to utilize a company chosen by the warranty company leads to a conflict of interest where the customer is not put 1st but rather the financial interest of the warranty company. Our customers choose our company for this exact reason and we believe it is absolutely the best was to operate.

  Customer response

  03/22/2023

  
  Complaint: 19627768
  
  I am rejecting this response because:
  They should pay for the $250 charge that the electric company paid for coming out. This is a *****-dinky company that should not be trusted. In another matter , they charged my credit card twice. They charged on 1/17/2023 and 1/21/2023. Luckily I was able to spot this thuggery but many other clients would be cheated if they are not observant
  
  
  Regards,
  
  ***************************

  

  Business response

  03/24/2023

  The $250 charge paid was to replace a light fixture as an upgrade not due to a failure. The account was not charged twice, the payment on 01/17/2023 was the payment for the premium due on 12/21/23 that failed to process. The payment processed on 1/21/23 was for the payment due on 1/21/23. The payments we received were processed on 09/21/22 , 10/21/22, 11/21/22, 1/17/23 for the payment due on 12/21/22, 1/21/23 and 2/21/23.

  Customer response

  03/27/2023

  
  Complaint: 19627768
  
  I am rejecting this response because: They continue to not address the issue and do not answer my complaint
  
  
  
  Regards,
  
  ***************************

  

  Business response

  03/28/2023

  although our responses may not provide the outcome desired we do believe we have addressed the complaint in its entirety.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I currently have a contract with the company and have been trying for over 5 days unsucessfully to reach anyone in their claims department, in their customer service department or new service department. Not sure if this company is still in existence but they are taking money from me each month

  

  Business response

  01/12/2023

  **************,

   

  We do apologies  for not being able to connect to our teams. We have recently experienced a higher than normal call volume that has created longer hold times. We have reached out to the customer and her concern has been resolved.
  

• Initial Complaint

  12/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a one year diamond home warranty plan with Home Protection of America in March 2022. I attempted to file a claim with the company on December 24,2022 for broken water pipes. A customer representative did not answer the phone. I left several messages for my call to be returned and in addition emailed the claims department. I did not receive a return call or email from the company. I continued to call the company from December 24, 2022- December 27, 2022. I was able to speak to the claims department four days later on December 27,2022. I explained to the customer service representative/claims department that I had broken water pipes. The customer service representative/claims department told me to contact my insurance company and that Home Protection of America was not going to cover the broken pipes. The plan states water pipes are covered under my home warranty plan. I had to hire a contractor to repair the water pipes and pay for the repair out of pocket. Home Protection of America does not honor the contracts that are sold. Buying a home warranty plan with this company for my new home was a waste of money. I regret giving the company my business and hard earned money. I strongly advise a home owner to save their time and money and not give this fraudulent company their business.

  

  Business response

  12/29/2022

  We do apologies for the extended hold times you experienced.  We were advised that the 3 broken pipes failed due to freezing. We did advise the homeowner that frozen pipes were not covered by the home warranty but that they may want to check for coverage through their homeowners insurance policy. Unfortunately home warranties do not cover failures to any systems or appliances due to weather. Coverage is provided to systems and appliances that fail due to their own use but not due to an outside influence like freezing due to cold weather or other weather related events such as flooding.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid $64 a month for this company and have only used it once. Today my washing machine broke down. I called a repairman who came at 8 am. We have been calling over 5 hours to get a response, authorization or anything from this company. No one has responded or answered my call !! The repairman had to leave after he and I called over 2 hours. It is now 2pm and all Im getting is a voicemail. I think this company went bankrupt and no one said anything

  

  Business response

  12/05/2022

  We do apologies about the extended hold times you may have experienced. We are actively working on adding resources to dramatically reduce or eliminate any hold times. We have since spoken to the customer regarding this claim and provided an approval.

  Customer response

  12/05/2022

  [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 is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/12/2022 Originated a home warranty contract with Home Protection of America at the rate of $59.00 per month. Each month payments were charged to my credit card. I contacted HPOA Saturday, November 26, 2022 to initiate a repair claim as I discovered my refrigerator leaking water all over my kitchen floor. I was unsuccessful in reaching a customer administrator to initiate a claim and seek assistance, under coverage of my contract # HPDM38393 for repairs, and left five messages throughout the entire day. No one returned my calls and I have emailed them also and have heard nothing from my emails. I am seeking a full refund for 11 months of payments of $59.00 each because HPOA refuses to contact me to initiate a repair claim. I have a home warranty with them and they will not cooperate and communicate with me, therefore, I have no choice but to cancel the contract and I have scheduled a repair service for a date in the not too distant future that will probably cost me more than the $649.00 that I have paid for their services to date. I do not understand why they would not respond to my messages, that were polite and very business like, I did not harass or complain in my messages. The person I emailed has not return any of my emails, therefore I am left having to handle a covered repair under the terms of my contract on my own.

  

  Business response

  12/05/2022

  We do apologies for the extended wait times when calling. We are actively adding resources to eliminate any current hold times. We have spoken to the customer and provided the claims instructions for his upcoming scheduled service but the customer did with to discontinue with the coverage. At the customer's request we have canceled the coverage and no further monthly payments will be processed.

  Customer response

  12/05/2022

  
  Complaint: 18474746
  
  I am rejecting this response because: I was so upset that I was unable to reach a claims administrator all weekend when I had a claim to file, the company broke their end of the contract by not providing the service that I had paid for.  A continuation to handle the claim was offered, but that for me was too little too late.  I based my refusal of any assistance on the fact that the contract became null and void according to my legal counsel when I was unable to obtain authorization to contact a repair person to repair the problem with my appliance.  Regardless of the fact that the person I spoke with offered to assist me again, it was after the company had broken our contract.  You don't agree to receive service from a company that was supposed to return my telephone calls, according to the recorded announcement I received that my call(s) would be returned within "moments" and that was not the case.  I am basing my request for a full refund of all monies paid on my emotional state after not being able to reach a claims administrator within a reasonable amount of time.  I was extremely emotionally upset and feel that because they were unable to provide the service I paid for, that yes the contract was cancelled and I am due a full and complete refund.
  
  
  
  Regards,
  
  *********************

  

  Business response

  12/05/2022

  Unfortunately we are unable to provide a refund when coverage was available and is still available. At the time we connected with the customer the service call had not yet taken place which allowed the opportunity to continue moving forward with the claim. We again apologies for the extended hold time but we did ensure the coverage was available prior to the customer wishing to continue with the cancellation.

  Customer response

  12/10/2022

  
  Complaint: 18474746
  
  I am rejecting this response because: We discussed that since I paid for 30 days of coverage on November 15, 2022 that I am technically still under contract and that the repairs should be covered under my contract for warranty repair.  I forwarded the invoice due from the repair company December 6, ****************************************** not HPOA will honor my contract.  Legally since there was no refund offered to cancel the contract, I am under contract until December 15, 2022 and claim absolutely should be covered.  Awaiting response from Home Protection of America for reimbursement as I have paid the invoice out of my pocket.
  
  
  
  Regards,
  
  *********************

  

  Business response

  12/21/2022

  This concern has been resolved and a reimbursement has been authorized and is being processed.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase warranty service from HOPA based on BBB ratings & reviews, primarily based on the fact that there are so few complaints against the business. However, my experience is very different.I have called, and sent ***************** to **** but was unable to talk to anyone regarding a dryer problem.I have sent/emailed the following message to **** and it is given below.Hello,I have an **** warranty. My dryer is not working. I called 3 times and left messages, but no one called. I sent an email but no one answered. I have contacted a local company, Atlantic Appliance Repair *************) to come in & repair the dryer. Please contact them & make arrangements for payment. Please let me know soon. Thanks.Note: The **** website & contract makes it clear that the customer can hire its own repair technician for repair & the company will pay directly to the technician.This is my first interaction with the company. They seem to collect monthly premiums but provide no receipt or acknowledgment. This is very odd. Please ask the company to communicate professionally with customers. Also, the **** website does not work -- I have an account but could not log in. I asked for a password reset multiple times over the last two months but the link was never sent.

  

  Business response

  12/05/2022

  We do apologies for the longer than normal hold times when calling. We have since spoken to the customer and we have been able to move forward with this claim. We will ensure that all coverage is applied to the service work obtained prior to and after being able to move forward with the claim.

  Customer response

  01/12/2023

  
  Complaint: 18471462
  
  I am rejecting this response because:
  
  I have a home warranty service agreement with Home Protection of America (HPOA). I filed a complaint with BBB (**********) earlier -- complaint ID - ********. This complaint has been closed by BBB since I could not respond to BBB's message by the due date. However, the issue is still unresolved and is the reason for my new complaint. The issue involves dryer repair. After my complaint to BBB, the company emailed & indicated that they would pay for the repair. My original estimate was $289.00 from the technician. The technician indicated that the actual cost may be higher if additional part or time is needed to fix the problem. Due to the uncertainty of the total repair cost and lack of any communication from HPOA, I decided to purchase a new dryer. My phone calls & emails to the company were not answered. The company subsequently emailed that it would pay for the repair rather than the purchase price but wrote that it will reimburse only $240.00. This is unacceptable to me since the company never assigned a technician or talked to the technician of my choosing & negotiated the final repair cost for months. I have sent the company a receipt for the new dryer ($701.48). The company has not sent me any money yet. I want the company to reimburse $289.00 promptly.
  
  Regards,
  
  ***********************

  Customer response

  01/12/2023

  
  Complaint: 18471462
  
  I am rejecting this response because:
  
  I have a home warranty service agreement with Home Protection of America (HPOA). I filed a complaint with BBB (**********) earlier -- complaint ID - ********. This complaint has been closed by BBB since I could not respond to BBB's message by the due date. However, the issue is still unresolved and is the reason for my new complaint. The issue involves dryer repair. After my complaint to BBB, the company emailed & indicated that they would pay for the repair. My original estimate was $289.00 from the technician. The technician indicated that the actual cost may be higher if additional part or time is needed to fix the problem. Due to the uncertainty of the total repair cost and lack of any communication from HPOA, I decided to purchase a new dryer. My phone calls & emails to the company were not answered. The company subsequently emailed that it would pay for the repair rather than the purchase price but wrote that it will reimburse only $240.00. This is unacceptable to me since the company never assigned a technician or talked to the technician of my choosing & negotiated the final repair cost for months. I have sent the company a receipt for the new dryer ($701.48). The company has not sent me any money yet. I want the company to reimburse $289.00 promptly.
  
  Regards,
  
  ***********************

  

  Business response

  01/13/2023

  Reimbursements can take up to 30 days to process. The customer's reimbursement was placed in the mail this week and should arrive in the coming days.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have paid monthly for this home warranty service. My clothes dryer just died. My bathroom vent is not working properly.I have called and left messages for this company. No one answers the phone. No one calls me back as promised.The email I sent was returned as undeliverable. The email address was not found.I think this is a scam. I want my money back to put towards a new dryer.

  

  Business response

  10/17/2022

  We spoke with ************* today. ************** was unable to provide the email address that returned her email. If that email address can be provided it would help to determine why that happened. As requested we have canceled the service agreement and issue a full refund in the amount of $150.45 which has gone back to the card used for the monthly payments.

  Customer response

  10/17/2022

  
  Complaint: 18233658
  
  I am rejecting this response because: The email address that rejected my email  on 10/16/2022 is ******************* I got that email address from the hpoa.com website. I also submitted an email directly from the website requesting a call back, but received no response.
  

  I did NOT request that my warranty be canceled. I spoke with a claims representative, *******, today who said nothing about canceling the warranty, and said that if I sent and email with a video of my dryer not working that Home Protection of America would cover $250 towards a new dryer. I took the video of my dryer not working and was going to send it tomorrow to *************** but we had to go to my parents house to dry our clothes. I was going to send the video in an email tomorrow.

  Now it sounds like my warranty has been canceled. I have had a terrible experience with Home Protection of America. This issue has not been resolved.
  
  
  Regards,
  
  *************************

  

  Business response

  10/20/2022

  The customer's original complaint included a demand for all of her money back. This was processed and returned. We believe that this was a demand for a refund which would include cancellation of the agreement. The agreement cannot stay in force if the premium is refunded at the customer's request.

*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. ↩