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Home Warranty of America

Additional Locations

Phone: (888) 495-7359 Fax: (888) 492-7360 View Additional Phone Numbers P.O. Box 850, Lincolnshire, IL 60069 http://www.hwahomewarranty.com View Additional Web Addresses


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Home Warranty of America meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Home Warranty of America include:

  • 681 complaint(s) filed against business

Factors that raised the rating for Home Warranty of America include:

  • Length of time business has been operating
  • Response to 681 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

681 complaints closed with BBB in last 3 years | 324 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 18
Billing/Collection Issues 81
Delivery Issues 93
Guarantee/Warranty Issues 28
Problems with Product/Service 461
Total Closed Complaints 681

Customer Reviews Summary Read customer reviews

58 Customer Reviews on Home Warranty of America
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 1
Negative Experience 55
Total Customer Reviews 58

Additional Information

BBB file opened: January 29, 1999 Business started: 09/01/1996 Business started locally: 09/01/1996 Business incorporated 08/24/2004 in IL
Type of Entity

Corporation

Business Management
Mr. Carl Hewelt, Escalated Special Handling Mr. Scott Gates, Customer Service Manager
Contact Information
Principal: Mr. Carl Hewelt, Escalated Special Handling
Business Category

Home Warranty Plans Other Direct Insurance (except Life, Health, and Medical) Carriers (NAICS: 524128)

Alternate Business Names
Direct Energy Home Warranty of America, Inc. HWA
Additional Information

Before submitting a complaint, Home Warranty of America requests that consumers contact Carl Hewelt to try and resolve the issue. Carl can be contacted at chewelt@hwahomewarranty.com or (888) 492-7359 ext. 5556340018

Products & Services

This company offers home warranties/major appliances & mechanical systems.


Customer Review Rating plus BBB Rating Summary

Home Warranty of America has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of B+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • P.O. Box 850

    Lincolnshire, IL 60069 (888) 495-7359 (224) 532-5458

  • PO Box 500

    Lincolnshire, IL 60069

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/29/2016 Guarantee/Warranty Issues
4/27/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a home warranty with is company a few months ago. I made a service call last week for them to fix my leaky faucet. The technician arrived and stated "He couldn't tell what the exact issue is but i need a new faucet". Faucets are covered in my plan but they refused to replace it. They claimed it wasn't "normal wear and tear". The plummer stated that he didn't know what the problem was so i'm very frustrated that they will not cover it. This was not the first issue that i have had with this company. I am constantly getting the improper diagnosis to my issues so they technicians can up-sell me on something that I don't need.

Desired Settlement: I would like to get reimbursed for the faucet and the cost to replace it.

Business Response:

April 26, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: Crawford FL-*******

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

On April 18, 2016, the customer called our office, reporting a leak at the kitchen sink. Per contract, we sent a technician to diagnose the issue

On April 19. 2016, the technician called our office, reporting that the faucet was broken due to misuse(overturning the faucet).  This is not a normal wear failure and not eligible under the contract.  We called the customer that evening to advise of the technicians findings and left a message.

Approximately a week later, he called back, requesting to cancel the contract.  We explained the procedure. He then called back and stated what he stated in his complaint (“The technician arrived and stated "He couldn't tell what the exact issue is but i need a new faucet".”)  At that point, as there seemed to be a conflict between what we were told by the technician and what the customer was told, we offered to send a second opinion. The customer declined, as he had already addressed the issue outside the contract.

Since the diagnosis received from the technician is not eligible for coverage under the contract, and we have no way to confirm the diagnosis (as the issue has been repaired outside the contract), we would not reimburse for the repair.

Sincerely,

**** ******

DE Svcs HWA Claims Handling Manager

Consumer Response:
Complaint: ********

I am rejecting this response because: The claims that they are making are not truthful or accurate. I have been using kitchen faucets my entire life and this has never happened to me before. This was just normal wear and tear. I called the technician and he told me that he was unsure what the problem was but it would be easiest just to replace the faucet. How would the technician know if the cartridge was broken if he didn't even take it apart? it could have been a: worn out O ring, Corroded valve seat, worn out washer, worn out seals or a number of other issues. The faucet was never disassembled and properly diagnosed. I had gusts in town this weekend so I didn't have time to wait around to wash my dishes.

Sincerely,

Dr* ***** ********

4/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the home warranty because I was told they would replace my old ac unit if it failed... Well of course it failed and they are going to replace the condenser unit but because they won't find a unit that matches my a-coil I have to pay out of pocket 1300 dollars for them. They say they can't the style unit that I have but I have spoken to multiple companies who still install that style... The 1300 dollar price to have the a-coil installed is really high... I have had multiple people say they would do it for half the price... But they won't agree to replace the condenser unless I agree to pay the 1300.. I just asked why do I have to pay for it when you are the ones who are replacing the different style ac unit ...I'm not asking for the new style unit but they insist that's all they can offer me. Their solution was a buyout which is what they say the ac guys would charge for the unit and install their offer was $600 which is a joke.. I just want the ac unit installed that I have been paying for with my home warranty and I will have someone else j stalk the non compatable coil but they say they won't do that because it won't be covered by there warranty ... This is all just a big joke

Desired Settlement: I would like the ac unit installed to either be compatable with my a-coil or just install the ac unit and I will have someone else install the ac coil or a buyout for 1500

Business Response:

April 11, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: Harris  IL-*******

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

On March 31, 2016, the customer filed a claim for his Air Conditioner.  Per our Contractual agreement, we sent a technician to diagnose the failure.

On April 7, we were advised by the technician that the customer’s 36 year old R-22 Condenser, was leaking from the condenser coil. Per our contract, section V.C:

“For units below 13 SEER, and/ or R-22 equipment and when HWA is unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, or with R-22 equipment, repair/replacement will be performed with 13 SEER/R-410A equipment and/or 7.7 HSPF or higher compliant.’

So, we would upgrade the customer’s 36 year old condenser to a 13 SEER/R410A condenser.  Per section V.C. Excluded:

“Except as noted above or when optional coverage is included in Diamond and Platinum Plans, HWA will not pay for any modifications, upgrades, or additional work needed to evacuate/clean a system of R-22 necessitated by the repair of existing equipment or the installation of new equipment.”

As the upgraded unit  would not work with the customer’s old coil, the customer is being charged for the replacement coil and cost to install the unit, per their Gold Contract.

So the customer has the option, to pay the quoted cost to replace and install the coil ($1,100.00), plus the other non-covered costs (275.00),  or they can take a cash out of our costs on the condenser replacement, per section VII.O:

“HWA reserves the right to offer cash back in lieu of repair or replacement in the amount of HWA’s actual cost, which may be less than retail, to repair or replace any covered system, component or appliance.”

The customer declined those options and makes three different demands:

They want us to to have the technician  install a R410A 13 SEER Condenser that works with their 36 year old coil.  Per the technician, this cannot be done. (Modern units use Puron, and would not work efficiently with a 36 year old coil which would be at a much lower SEER rating) 

The customer is suggesting that two different  technicians each install half of an AC system.  No technician would be willing to do this, as they cannot check their work, nor would they insure the other technician’s work. (One technician’s error could destroy both parts of the system)

Or they are demanding $852.00 more than the condenser would cost us to replace and install.

None of these options are possible, or eligible under our Contract. Thus, we decline the customer’s demand.

Sincerely,

**** ******

Escalated Special Handling

Consumer Response:

To whom it may concern,

1)I am not asking you to give me an updated air conditioner, I understand my air conditioner is 35 years old, thats why I have the home warranty, no need for  you to keep repeating yourself. I did not ask for an updated AC unit, you are giving me this one.  If you are changing my ac unit to a different style then you need to have the coil changed as well.  They still have the R22 style air conditioner available to get, just because you supplier doesn't supply it doesn't mean it don't exist.  

2) The price that is being charged for the coil to be installed is highly over priced.  I have multiple quotes of this being half of what they would be charging. 

3) I am willing to get quotes for that model ac unit and cost of labor from multiple companies, just to purchase and install the condensor and I know for a fact that they are more then your $600 buy out.  

I will try and cooperate, but not for what you are offering, I will meet you in the middle and would be willing to pay half of what the out of pocket expense are $700 to get this done, but I will not pay a penny more.  

Complaint: ********

I am rejecting this response because:

Sincerely,

**** ******

Business Response:

April 12, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: Harris  IL-*******

Dear Ms. ******:

We have received the customer’s rebuttal  and are providing the following response.

  • The customer states that the equipment to address the replacement of his unit is still available.  He then has the option to take the offered payment and replace it as he sees fit.  We can provide him a check at our cost for the replacement, which was offered.  We will not find and offer outdated equipment.

  • The technician’s quote is for the upgraded coil, and the full installation of said coil.  If the customer wishes to provide our office his written quotes from these other technicians, we can easily review them, because it is clear that those offers would not be fully inclusive of everything needed to complete the installation .  If he wishes to have one of these other technician’s perform the replacement of the system, he can take our offered check.

  • As stated, we provide a check at our cost.  He is speaking to companies that are providing him quotes at retail cost.

As we are not responsible for his $1,500.00 demand, we are not responsible for his ‘cooperating’  $700.00 demand(which we assume he would wish to be in addition to our $648.00 offer).  We are not going to negotiate to cover his non-covered costs.  

He can approve $1375.00 to have the technician complete the full repair, or we can provide the $648.00 offered payment, per his Contractual agreement.

Sincerely,

**** ******

Escalated Special Handling

4/20/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received an email renewal quote my home warranty service, which was set to renew in March 2016,. When I called to renew, the company chose not to renew at the price quote that I got in writing. I spoke to several people at the company including ******* ***** and ***, which assured me that the 619.40 rate would be honored which was not. This is a very simple case for me. All I am seeking is to renew at the price that I received in writing of $619.40 and not one penny higher,. That is not fair to me as a consumer to be told/quoted one thing and then required to pay a higher/different rate. Once again, I am just asking the company to honor the price that was originally quoted to me (I have the email confirmation to verify the price that was given to me). I have been a customer of the company for years and I feel this is unfair and unprofessional treatment.

Desired Settlement: I am just asking the company to honor the price that was originally quoted to me (I have the email confirmation to verify the price that was given to me) of $619.40. Thank you.

Business Response:

April 12, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: Holmes  IL-******

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

The renewal of the Contract the customer is requesting is no longer offered by our company, so we can not honor the renewal. We advised her of this fact.

The representatives that she mentioned offered her a discounted cost, which we believed she accepted.  They cannot offer the customer her previous coverage at that cost. 

If she did not approve the offer made to her, we will gladly cancel the Contract, and provide a refund of the amount taken for this term.

Sincerely,

**** ******

Escalated Special Handling

4/20/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Made a claim (9/17/15) that my A/C is not blowing cold air, was called back the next afternoon and was told that it would be a $100 charge and if there is any Freon that is needed I would have to pay for it. OK. HVAC company did not make it until (9/24/15), found that there was a Freon leak and some of the unit would have to be replaced but they would need authorization from HWA before they could do it. In the meantime, "because it usually takes awhile, we can go ahead and fill you up with Freon to get you through the weekend." They did. I paid for the service call and the Freon. A/C was blowing "temporarily" and they would half to come back out. After the weekend I called the HVAC company that came out to get an update, they are waiting for permission from HWA. I called HWA, they are waiting and when they "give the authorization,{I}will be contacted". OK. I will not call back, I will be contacted when they get to it. Winter rolled in and the house cooled off and the A/C was not needed. Called HWA back on 4/5/16. Provided claim number an reported I am still waiting on service. HWA told me they have no notes from the contractor, and that it was my responsibility because I had not reported. Told HWA I did report it and was told I would be contacted. HWA verified that I had made that phone call and it was noted that I was still awaiting service. HWA put me on hold to contact the service company. Came back on the line to tell me that the contractor will be needing a new claim number and need to be repaid the $100 fee to re diagnose. (When I got off the phone, I called the HVAC cont. and found their phone had been disconnected.) HWA confirms that they have no records of "repair completed". However it is still my financial responsibility to send them back out. At the end of this 32 min phone call I left a message with a supervisor(Was told that they do not accept live calls). "How long until I have a call back"HWA:"Within 24hrs" This is being submitted at the 24th hr.

Desired Settlement: I want HWA to send a contractor to finish the work that was to be completed. It is HWAs financial responsibility to handle this situation as I provided ample notice for them to handle this issue and they failed to do the Due Diligence to verify work was complete after I reported it was not. I have paid for 1 year of service, and have not received that service. On top of finishing their only job from me I feel I am still owed my 1 year.

Business Response:

April 11, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: ********  OK-*******

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

On July 27, 2015, the customer acquired our warranty, in reference to the purchase of a new home.

Per information provided by the customer, he moved in to the property on August 17, 2015.

On September 18, 2015, he reported that his AC unit had been freezing up intermittently for the month he had been in the property. He also reported that when the property had closed, the unit was blowing warm, and a ‘repair’ had been performed on the unit.

Per our contractual agreement, we assigned a technician to diagnose the failure with the customer’s system.

On September 23, 2015, The customer advised that the technician had come out and found a failure with his evaporator coil.  We called the technician, who advised that the diagnosis would be called in shortly after review.

On April 5, 2016, the customer called back, reporting that the technician added refrigerant  to his system, but did not replace the coil.  As it had had been 6 months from the initial call and we had heard no update from either party after speaking to both on  September 23, 2015, we advised we could open an new claim and send the technician back to evaluate.  The customer disputed this,  and requested to speak to a supervisor. (Which is why he filed this complaint, stating the supervisor did not get back to him-the customer received a message from the supervisor as he requested on April 6 & 7, and has not returned either call) At that time, we also called the technician again, to get the diagnosis from September.

On April 6, 2016, we received the diagnosis, that his 30 year old evaporator coil had worn out due to age. As his unit had been freezing up intermittently for the month he had been in the property, this indicated that the unit was not in proper working order. Per our contract section I.B.7:

““Covered Systems and Components” means systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown. Components shall be considered in proper working order if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date.”

So, we  have contacted the customer, and left a message requesting a copy of his inspection (which we assume will indicate a defect with his AC, per the customer’s prior statement), and documented specifics of the ‘repair’ that was done prior to the Coverage Period Start Date. 

Again, we have received no response.

Sincerely,

**** ******

Escalated Special Handling

Consumer Response:


Complaint: ********

I am rejecting this response because:

"This is after the customer filed a complaint stating a supervisor did not call him in exactly 24 hours." My complaint was not that a supervisor did not call me back in 24 hours. I had a complaint that I tried to handle though your internal customer service channels. When that failed, I specifically asked how long until I get a call back? "Less than 24 hours" When the 24 hrs expired. I stepped out of your channels and contacted the BBB.

I received phone call from the supervisor 2 hours later and voicemail that only says call me back. I will not have anymore undocumented conversations with your company and I was waiting from a response from the BBB. Then on Thursday, I received another voicemail with instructions about what information you need. In the email that I sent this morning, I reported that I am waiting on a copy of the home inspection but I supplied the invoice your contractor gave me where he reports there is a leak in the evaporator coil but he only performed the work of adding the Freon.

"we never received any information after the customer’s September phone call, until April when he called back.  Then we received the technician’s diagnosis, and are waiting for the correct information, showing that the unit was in proper working order."-So you have a phone call from me saying that I am still waiting on a repair and still have not received information from the contractor that you hired to tell you otherwise. And you still closed the Claim? If I never made the call in September telling you the request was still open, I would understand that the lack of communication would be satisfactory to assume the work was complete. But I did make that phone call, so the last form of communication you have in regards to this claim-since you reported that the contractor never reported in- is that the work was still incomplete.

"We did not charge the customer $140.00."- the previous attachment and the one sent to HWA directly shows an invoice from a contractor working for you, paid in the amount of $140.

 

"based on the repair that the customer claims was done"-What repair are you meaning, no repair has taken place.

 

"The customers opinion that we “waived any pre-existing issues” does not effect this issue, and is completely false.  Proof that his non-functioning air conditioner was in proper working order is what we wish to verify, by the requested proof of repair from prior to closing." I am working to get a copy of that report, but as I stated before-when you were accepting my business, there was no need for proof of working condition. When I first made a request for service, there was no request for prior working condition. But now that this repair will cost HWA, I have to prove prior working condition.

 

Also on your websites costs & coverages page https://secure***********************************************************************************************************onal-order-flow&_flowExecutionKey=e1s1,

after selecting my state "Oklahoma"

The very first line  under covered services are "Pre-existing".

I do not understand why I am being required prove anything. I am also not looking for a refund, all I am asking for is for your company to come back and finish what it started. I have provided documentation that you came out for diagnostics and found an evaporator coil leaking. When I called back I was told that I would have to pay to have that done again. I do not feel I should. I paid once you failed to move on it, your company should be responsible.


***** ********

Business Response:

March 12, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: ********  OK-*******

Dear Ms. ******:

We have received the customer’s rebuttal  and are providing the following response.

Per the statement made by the customer on September 18, 2015,  when the home was inspected prior to purchase , the unit blew warm air and did not cool properly. The customer stated it had been repaired, but the customer also stated that the unit has been freezing up since move in.

Had the technician(the technician that was assigned to the claim by our company),  advised us of their diagnosis  in September 2015 , we would have requested the customer’s home inspection and proof of the repair that was done prior to closing at that time.

As we were just advised of the diagnosis, we are asking for this information, as the contract addresses  unknown pre-existing conditions.  By the customer’s statement, there was a known issue on the inspection.   We cannot address the current repair of this issue, because we have no support that it was properly repaired prior to closing.

The fact that the claim closed out automatically (due to age), does not change the fact that we are looking for this information, and when it is received, may be able to move forward with the repair the customer is requesting, based on that information.. 

There is nothing that will be done in reference to this claim, until we receive this documentation from the repair that occurred after the inspection, but before the properly closed. .

Sincerely,

**** ******

Escalated Special Handling

4/19/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a home in late 2015 and purchased a home warranty through Home Warranty of America. Two months later my water heater began running less efficient, only producing warm water. I contacted HWA and they sent a plumber out. This plumber advised my expansion tank needs replaced and instructed me to do it myself as it would save me a lot of money. He also turned the gas up to make the water hotter and checked my water pressure. My water pressure was approximately 95 pounds. Two weeks later my water heater began leaking water in my basement. I contacted HWA and they could not get a plumber out to my location due to after hours. I called a plumber myself and had them respond immediately. It was found that my water heater tank had ruptured. HWA refused to pay for the water heater replacement because I replaced the expansion tank myself under direction of their plumber. I did not have a receipt of the expansion tank replacement performed by a certified plumber since I did it myself so they refused to acknowledge the pressure issue was fixed. I now have a new water heater that I had to pay for out of pocket.

Desired Settlement: I strongly feel HWA must reimburse me for my new water heater and installation.

Business Response:

April 19, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: ******** OH-*******

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

On December 28, 2016, the customer filed the following claim online,  for his Water Heater:

“Covered Item Problem: Leaking Water at the bottom

Has this item ever worked?: Yes

When did you first notice the problem?: Two days ago

Q & A:

Q: Please tell us where the water heater is located A: Basement

Q: Please tell us specifically what kind of water heater you have A: Gas

Problem Description: FIRST OBSERVED ON 12/25/15: WATER SURROUNDING FLOOR AROUND WATER HEATER AND FURNACE WATER NO LONGER HOT IN HOUSE WATER IS STILL STANDING IN THE AREA”

A technician was assigned, and when he could not service in a timely fashion, the claim was reassigned.  Per that technician’s diagnosis, which was received on January 13, 2016,  the water heater’s expansion tank had failed, due to the excessive water pressure in the home. The PSI (pounds per square inch), which should be 80, was set at 120 for the property, and the Pressure relief valve was rigged to allow higher pressure to the home..   Thus, the reported failures we not caused by normal wear, and would not be covered under contract.

Less than two weeks later, the customer called back, and filed a second claim for his water heater, now reporting that heater itself was leaking from the top. We sent the technician back, who found the heater leaking.  We asked the customer if the repairs had been done to address the pressure issue reported prior, and they had not.  As the unit had a known prior failure that had not been addressed, we declined to address the water heater replacement.    

We acknowledge the customer’s strong feelings about reimbursement, but contractually, the non covered malfunction needed to be addressed, as of mid January.  As it was not, we would not address the additional claim or reimbursement.

All we can offer is the partial refund the customer would be entitled to, with the cancelation of the coverage.  

Sincerely,

**** ******

Escalated Special Handling

Consumer Response:


Complaint: ********

I am rejecting this response because:

Home Warranty of America (HWA) refused to replace my water heater due to me not being able to provide receipts or a work order of the repair done by a plumber after the first techician visit. This technician instructed me to make the repair myself as it would be cheaper. The repair was completed but I could not provide documentation that a "plumber" did it so my warranty was not honored. The water heater was 15 years old and wore out during my home warranty period and HWA just did not want to cover it. Nothing at my house was "rigged" for higher water pressure. When I did have the water heater, expansion tank and PRV replaced by a plumber, out-of-pocket, he stated the water tank failing can not be narrowed down to only high water pressure and it should have been covered. Absolutely horrible customer service and an awful experience for a first-time home buyer. 

I was never offered a refund at all untill contacting BBB. 


Sincerely,

**** ********

4/19/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
4/19/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I purchased a home 2 years ago and decided to go with HWA. So we purchased the home warranty. We paid 2 years straight with out a claim. We noticed over the weekend that our AC was not blowing cold air. I called HWA and spoke with Houston Black very nice man, he said they would contact a local vender to call me to set up an apt and emailed my claim #. Climate solutions contacted me and came out to look at my AC unit they said my unit was shot and it would need to be replaced, they went out to the vehicle and made a call to the adjustor and they denied my claim due to the sprinkler hitting the unit. The men at Climate control said they have never heard of that as being a reason of denial. Everyone in SW Florida has sprinkler systems that they run and it was not pointing to my unit. Our sprinkler system does not hit the unit that is a lie. Plus we have had our ac unit serviced the past 2 years and never was the sprinkler unit brought up. Climate solutions says they have never had a claim flat out deny for that. He said usually if the system is old they will give you a buy out amount. I guess they give you money towards a new unit and I pay the difference. HWA never contacted me about the denial. I had my husband call them later that night because they are not standing up to their contract plus we can not afford a 6,000. the man he spoke with said sorry your out of luck. He said if we wish to cancel we need to send and email to *****@HWAwarranty.com wish I did immediately. I did not hear anything back for days so I emailed HWA and they said the same thing to email to cancel and they don't have any idea on an ETA. I finally got a confirmation of cancellation and still have not received a refund. Because I paid for the entire year they were suppose to issue me a refund. We ended up having 2 other estimates and had to barrow money from family to get it replaced and really could use the money to help pay back our debt.

Desired Settlement: I would like to have them pay a portion of our new unit or a refund on the money already paid for the warranty that we no longer have.

Business Response:

April 14, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: ****** FL-*******

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

Per our Contractual agreement, we send a technician to a customer’s home to provide a diagnosis of a reported failure with the  appliances or  system in a customer’s home, and based on that diagnosis, repair or replace eligible equipment.

On March 24, 2016, our office was advised by the technician that the customer’s outside unit was severely damaged, and all of its refrigerant had leaked out.   They also advised the customer’s inside unit was restricted with mold.  The mold was not related to the failure...It just needed to be addressed.   When we asked the technician what led to the condenser failure, we were advised that it was an older unit, and the sprinkler head next to the unit has been “killing it for the last 10 years”.  A unit rusting out under the direct spray of a sprinkler over a period of 10 years would not be a normal wear failure and not covered under the contract.  The technician sent us a picture of the failure.

When the customer contacted us on the day of the failure, we did not say “sorry, your out of luck.”  We explained the information we were provided,  and that based on the information, the claim would not be covered.   The customer questioned our coverage, and wanted cancellation information.  (They did not reference the location and direction of the sprinkler until this complaint.)  They then replaced the system outside of the Contract.

So, per their cancellation request, we are providing the customer a pro rated refund of their remaining funds, per section XII.D of our Contract.

Sincerely,

**** ******

Escalated Special Handling

Consumer Response:
Complaint: ********

I am rejecting this response because: I appeal the decision because the 2 gentlemen that came out to look at the AC did not say it was due to the sprinkler hitting the unit.  They said if that was the case you would need to cover the unit up because it rains so much in Florida. They said about every 10-12 years you need to replace the unit. They did say that HWA would more than likely give us a credit towards a new unit. When my husband called later that afternoon he did say every time it rains do you expect me to hold an umbrella over it? the unit needs to breath and can not be enclosed. Every single unit in our area is exposed on the same place on the side of the house and 99% of people have a sprinkler system. We maintain ours so that the spray does not touch our home, the driveway or any place other than the lawn, it is definitely pointing to the AC unit.

Sincerely,

***** ******

Business Response:

April 18, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: ****** FL-*******

Dear Ms. ******:

We have received the customer’s rebuttal and are providing the following response.

The customer is now claiming the technician did not provide them the same diagnosis that they provided our office. We cannot address this information, except by stating that we can and did review the technician’s call, to confirm the information that the technician provided our office.   (As the customer has already stated our representative said something they did not, we are unsure how to take their claim of what another party has stated. )

Since the customer has already replaced the system, we cannot send a technician to re-evaluate the unit and confirm the diagnosis,   Therefore, the diagnosis received that this unit failed due to not normal wear is the only diagnosis that we can address, which is not covered under the contract.

(We can only assume that in the customer’s response, when they state that their sprinkler system is “definitely pointing to the AC unit.”, was a typographical error, and not confirming the diagnosis they are disputing)

Sincerely,

**** ******

Escalated Special Handling

4/18/2016 Billing/Collection Issues | Complaint Details Unavailable
4/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid for a warranty to protect my home. They haven't performed their due diligence to find a vendor to clean my septic tank. Rather they called one contact and got word back that they refused to work with the Home Warranty company. They have a duty to find a vendor or immediately pay for mine, or they could refund the $550 I paid for the warranty. If they can't do their job then should pay me for the work to be done. I should not have to wait 4-6 weeks for me to be refunded for their job.

Desired Settlement: Find a vendor to honor the warranty or refund the warranty charges for not abiding by the contract.

Business Response:

April 5, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: *******  FL-*******

Dear Ms. ******:

We have received the customer’s complaint and with their assistance arranged a technician to Service their Septic Tank Pumping Issue.

Sincerely,

**** ******

Escalated Special Handling

4/12/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
4/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought the Home Warranty from Home Warranty of America and Agents mentioned we will resolve the issues within 2 weeks before purchasing the plan. I had Washer issue and opened a service request, one of the technical came down and looked into it.. and later HWA called and said we are scheduling 2nd opinion but the 2nd company is not taking any calls. Passed the message couple of times and now they are not honoring my calls or giving any updates on my claim. When i called them, they are asking all the information and saying my contract is not found or we dont have the claim# etc.. every time some different reason.

Desired Settlement: Want to repair the washing as its almost 3 weeks and now the HWA is not accepting my calls or honoring my request. Please help me in this

Business Response:

April 1, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: ********  WA-*******

Dear Ms. ******:

We have received the customer’s complaint and have called him to address the available options for the repair.  A massage has been left and we are waiting for a call back.

Sincerely,

**** ******

Escalated Special Handling

4/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My water heater broke this winter, HWA sent a plumber the next day who did a temporary fix and told me that the problem will most likely occur again because of the suspected part that may fail again. I told him to order the part now rather waiting for the failure, but he said he couldn’t due to some protocols they have to follow. Within few hours after he left the water heater broke again. I called HWA the next morning, they put me through to the same plumber again, he said that now he has ordered the part but since it is Saturday he cannot fix it until Monday. By this time I was already without the hot water in the extreme cold weather of Chicago for two straight days. I asked him to provide me the contact info of the part supplier so I will see if I could expedite the part delivery, he told the he ordered the part through the manufacture who’s number is on the water heater. I called the manufacture and found out that no part was ordered. I called again the plumber, this time he said he ordered the part through another supplier but refused to give me the contact info of the supplier. I called HWA again and requested to allow me to arrange for another plumber. They reluctantly agreed but never mentioned that I will not be fully reimbursed. I arranged a plumber from outside who fixed the water heater; the total cost (service+part) I paid was $437. On top of that I had paid $100 as deductible for the HWA plumber who visited my house. When I contacted HWA for the reimbursement of $537, I was told that I could only get $250 back. They not only refused to pay back the full amount but their customer service’s behavior was extremely rude and didn’t show any courtesy and sympathy that because of the mistake of their plumber my family with kids were without hot water for about 6 days in Chicago winter. ****All Home Warranty Consumers, please STAY AWAY from HOME WARRANTY OF AMERICA *******

Desired Settlement: I submitted the invoices on Feb 17, 2016 for reimbursement; I was told that in 4 weeks I would get the check of $250. On March 28 (after 5 weeks) when I did not receive any check I contacted HWA, they told me that due to some mistake at their end, my claim could not be processed and now they are releasing it for the reimbursement, but it will take another 4 weeks. When I told why should I wait for another 4 weeks due to your mistake, I was told they can’t do anything and that’s how their process works. I want everyone to be aware of what Home Warranty of America (HWA) did to me and would recommend all the consumers staying away from this company. Also would request to spread out the word wherever and whomever you can. I also want HWA to reimburse me the full amount that I spent to get the issue fixed. Under which law they can keep the $100 deductible and also have me pay the full service+parts cost on top of that.

Business Response:

March 30, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: ******  IL-*******

Dear Ms. ******:

We have received the customer’s complaint and management has spoken with him directly yesterday to address the issue.

Sincerely,

**** ******

Escalated Special Handling

Business Response:

March 31, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006   

Chicago, IL  60611

Re: ********: ******  IL-*******

Dear Ms. ******:

On the morning of Thursday, February 11, 2016, a claim was filed to address the pilot light going out on the customer’s water heater.

We do not have any information as to what the technician found at the time of service, but it would seem that the technician relit the customer’s pilot light.  (The  customer’s original complaint states “HWA sent a plumber the next day who did a temporary fix and told me that the problem will most likely occur again because of the suspected part that may fail again”.  This does not mean that the problem would occur again, nor would the technician be expected to order a part for a unit that may or may not have failed)

On Saturday, February 13, 2016, the customer called, to advise that the pilot went out again.   We resent the work order back to the technician, but in the course of two hours, the customer had called the technician 5-6 times, to address the part that needed to be ordered. At that time, the technician declined to address the failure, while the customer wanted a new technician, claiming the first technician was playing games, as they claimed to have been without hot water for four days (though it had only been two days from when the claim was reported).  The customer was provided the option to get their own technician, and it was explained that we would be providing a refund, that may not have been the full cost of the service.  Per Contract, Section III.B & III.C:

“HWA will dispatch Service Requests to an Authorized Repair Technician within 48 hours. If you should request HWA to perform non-emergency Service outside of normal business

hours, you will be responsible for any additional fees and/or overtime charges.”

“In emergency situations HWA will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency Service (emergency usually considered

to be loss of life or peril).”

The customer’s technician called that afternoon, but(as the prior technician sent out by our office stated) could not provide a cost breakdown/part until Monday.

We have offered the customer our cost on the reimbursement for his repair.  That is all we are offering in reference to this issue, per Contract section VII.O:

“HWA reserves the right to offer cash back in lieu of repair or replacement in the amount of HWA’s actual cost, which may be less than retail, to repair or replace any covered system, component or appliance.”

Sincerely,

**** ******

Escalated Special Handling

4/4/2016 Problems with Product/Service | Complaint Details Unavailable
3/31/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an original insurance policy for our new home and encountered a similar issue with a water softener yet I did not discover their business model is built upon deceptive advertising until it happened a second time. This time with a "Well pump". The contract specifically excludes virtually every component of a well, pressure tank, piping, electrical, controls so forth and so on. The only thing left is the pump itself that is used to service the main home. There are two pumps involved in every well. A submersible that lifts the water out of the ground and a boost pump that provides the pressure to move the water to the home. Neither are defined in the ******* ******* dictionary. Only the term pump is and I was assured all the pumps in the well were covered. Three times. At the time of sale, the time of claim and at the time of repair dispatch. The limit on reimbursement is also capped at $US 1,500. HWA could not find a contracted vendor (very common) and I had to find my own. They arrived on Good Friday and did a wonderful job for a sum of almost $1,800. When the claim was rejected I spoke once again to HWA and they continue to state the "Well pump" is covered. After arguing they admit they mean the submersible pump only. In contrast to the Boost pump. The submersible pump is a defined component and no one would buy a policy for that as it is about $289. If they use that term they sell no insurance so they lie to you and talk about the "Well pump" they then define to their liking. Excluding payment to anyone. Not using the term of what they cover yet explicitly explain what they do not is clearly deliberate deceptive advertising. They should be shut down.

Desired Settlement: Payment in the amount stated by the contract, $1,500 per contract. Wording below. F. WELL PUMP INCLUDED: All components and parts of well pump utilized for main dwelling only. EXCLUDED: Well casings - Pressure tanks - Pressure switches - Hoisting or removal - Piping or electrical lines leading to or connecting pressure tank and main dwelling - Holding or storage tanks - Redrilling of wells. LIMITATIONS: HWA will pay no more than $1,500 in the aggregate during the Contract Period.

Business Response:

March 30, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: ********  TX-*******

Dear Ms. ******:

We have received the customer’s complaint and provide the following response.

The customer is referencing two claims, and rather than address the specifics of the coverage, is claiming ‘deceptive advertising’.  The claims are as follows:

On December 24, 2014, the customer filed the following claim online, in reference to a water softener:

“Covered Item Problem: Other

Has this item ever worked?: No

When did you first notice the problem?: About a week ago

Problem Description: I am not sure if it is working or not. We had a water analysis performed not knowing if we had one. The vendor stated the water was extremely hard inside (post treatment). I felt like a snake oil salesman was speaking to me however. I am willing to pay the trade call to have someone I can trust and is knowedgeable come out and check it out, repair if require. I have loaded it with Salt. It is a ***** *******. One of the dials does appear cracked.”

Our contract excludes Water Softeners, but allows for a $500.00 cap for components and parts.   The customer did not even know if there was a problem with the unit, so we referred a technician, to see if there was a problem. The technician, that was referred declined to service the area.  The second technician that accepted the job, then  declined, stating they do not repair, only install.  The customer angrily cancelled the third technician while on the way to his home, so as a courtesy, we allowed them to get their own technician, waiving the trade service fee.  The customer’s technician advised that sediment and the recent drought had caused to softener to fail. Per our contract section ‘1.B.7’:

““Covered Systems and Components” means systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown.”

Settlement build up and a drought that caused a softener to fail would not be examples of normal wear and tear failures.

The second claim was for his well pump, stating the unit had no pressure and water was trickling  to his home. A technician was assigned, who advised that the customer’s well pump was working properly, to take the water from the well to a pressure tank for the home.  A secondary(or booster) pump was being used to provide water from the pressure tank to the home.  This pump was not working properly.  As the well pump had not become inoperative, there was nothing to address.

The customer references the Merriam-******* definition of ‘pump’.  It is defined as “a device for raising, moving, or compressing liquids or gases”.  In the contractual context,  well pump coverage addresses the pump that moves water from the well, i.e. the submersible pump.  The secondary pump does not remove water from the well, and is not a component or part of the well pump.

Sincerely,

**** ******

Escalated Special Handling

3/30/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Long time HWA customer. On 5/8/15 an air conditioning claim (#*******) was opened. During the Spring of 2015 HWA dispatched 4 different vendors and finally agreed to replace the unit. 2 of the vendors spoke very unfavorably about HWA and refused to do the work, 1 vendor stated a medical issue, and the 4th agreed to do the work. HWA advised us that the 4th vendor could not do the job between June-August. In the Fall of 2015 we began to exchange many phone calls and emails with HWA. In each attempt we were advised someone "would call you back within 3 days". The unit was never replaced. Following up again recently on this claim we were advised on 2/20/16 that it was "too cold" to make the replacement. On 2/29/16 we were advised that HWA was scheduling the replacement with the vendor. Finally on 3/7/16 we were advised by HWA that now a 5th vendor would be dispatched to our home. We are clearly being faced with a bait and switch operation here and HWA has refused to call us back or complete this repair as contracted. They keep wearing us down with multiple vendors and empty promises. We have taken off work 4 times previously to meet with vendors and now are being asked to do that again. Incidentally the new vendor cancelled their appointment on 3/14/16 as it was raining. HWA had already approved the replacement - there is no need for a new vendor to come out and test the outdoor system again - it's been done 4 times previously!

Desired Settlement: HWA needs to replace the A/C system has previously agreed without subjecting us to another vendor appointment. We previously agreed to upgrade to a R-**** system at an additional cost of $610 to us. Because of the delayed repairs, lost time from work, expenditures on temporary coolant, it is requested that HWA replace the unit with a R-**** system at no cost to us. This replacement needs to occur ASAP as we have already had two 80 degree days here and it is only March.

Business Response:

March 15, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: *******  NJ-******

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

The technician that assessed the failure with the unit in June, did not respond, after the customer approved the non covered costs in August.  To complete the repair, we needed to send a new technician.

We have addressed the failure with the new technician, and approved the repair.

Sincerely,

**** ******

Escalated Special Handling

Business Response:

March 22, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: *******  NJ-******

Dear Ms. ******:

We have received the customer’s rebuttal and are providing the following response.

The customers accusation of being disingenuous, is blatantly false, as that is exactly what we were waiting for.   We have no way to force a technician to complete a repair any more than the customer does.  We have an agreement with the technician, and expect them to follow though, but if they decide not to, that is their prerogative.

The diagnoses from the last technician matches a prior diagnosis.  The possibility of a failure with the Evaporator coil is not new information.

The customer was never told that “the system was approved for replacement”.  The prior technician was looking to replace a compressor, and there were $610.00 in non covered costs. This is not, nor has ever been, a system replacement.

Now, the customer is looking for the current technician to perform what they believe the prior technician quoted, at the prior technician’s  costs.  We do not blame the customer for the technician declining to perform the work, but the customer cannot hold us, or the new technician liable for the past technician’s failure.

Sincerely,

**** ******

Escalated Special Handling


Consumer Response:


Complaint: ********

I am rejecting this response because:

Bottom line is that more than just the prior vendor stated the compressor needed replacement.  Prior vendors left work order sheets behind and none stated the coil was the primary issue. The compressor replacement was approved and the $610 was for non-covered expenses (e.g. refrigerant, ***** components/upgrades, the correct coil for the ***** upgrade).  The current vendor didn't even turn the compressor on during his inspection so there is no validation of whether it is working or not. But according to the vendor and HWA reps, replacing the compressor unit would be at 100% out-of-pocket for us (as opposed to just paying the portion of non-covered charges as previously approved).

We have been long-time HWA customers and have always appreciated their service.  Imagine the frustration now of having a claim open for nearly 11 months and having to go through five different vendors for reasons that were never explained to us.

Sincerely,

***** *******

3/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Thursday, March 3rd, our water heater stopped working. We called our warranty company, HWA, to schedule the repair and requested expedited service since we had two sick children (one with pneumonia) and needed our water heater fixed as soon as possible. They said they would put it through as an emergency, but ******* **** ******** (the first vendor) told us they were swamped and couldn't make it out till Monday. I called again and HWA sent us another vendor, ***, who said they could come on Friday, March 4th. We followed up with them three times on Friday to make sure they were coming, but they never showed up. When I called HWA to let them know, they asked me to wait and see if they would show up by 8 pm Friday night. They didn't, so I called again Saturday morning, put in another expedited request, but was later told they couldn't find anyone to fix our water heater. They suggested we find our own vendor and that they would reimburse us for the repair minus the $75 call fee. I called twice after that to make sure that was still the case and was assured that we would be reimbursed. We found a vendor who could do the work, we called the Authorization department as we were told to do when the vendor arrived, and then were told that they weren't sure it would be covered but was then told to call back after an itemized invoice was submitted and that's when things got very difficult. I've called back every couple of days since Monday, March 7th, only to be given the run-around: they told me they had left messages for the vendor requesting an itemized invoice (the vendor told me no one had called), they asked me to request the invoice from the vendor (submitted three times to a ******** at ********@hwahomewarranty.com), and have continued to say they are waiting on the invoice. They continue to say it hasn't been received and they are waiting for the vendor to call back. Yesterday I requested to speak to a manager, but was sent to voicemail, where I left a message.

Desired Settlement: We would like to have our vendor payment reimbursed as promised. The invoice amount is $675 minus the call-out service fee of $75, which brings our total to $600.

Business Response:

March 21, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: ****  TX-*******

Dear Ms. ******:

We have received the customer’s complaint and spoke to them directly in reference to the complaint, the day after it was filed.   They are having the technician contact us, or are providing the requested cost breakdown from the technician.

Sincerely,

**** ******

Escalated Special Handling

3/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a home back in July, 2015 and received a one year home warranty through this company in my purchase agreement. I was told by the realtor that this was the "*** ***** of Warranty's - their Platinum policy". Within a month of living there, the washer that was received in the purchase of the property broke down. My wife and I called to make a claim. A service man was out in about a week and we paid $100.00 for the service call. Repairman came out and said a new motherboard was needed for the washer and that he would contact the warranty company and we should have a new motherboard within an week or two and he would come back to install it. We waited two weeks and did not hear back from either the repairman OR the warranty company. After several phone call attempts, we finally found out that the warranty company denied our claim saying that there is no proof that this was indeed our washer. We supplied a copy of our contract agreement and the appraisal from our purchase showing both the washer and dryer in the photos. They still denied our claim stating this was not proof enough (regardless of whether the washer/dryer was in the contract or whether it was ours and moved the to property when we purchased it - the units were ours and in the home and should be covered by the warranty). Still denied - per Home Warranty of America We finally reached out to our realtor to ask her if she had ever run across this before with this company. She said she never heard of such problems before and contact her national sales rep for Home Warranty of America. Only after he was involved did we get some results, but it is not what anyone would suspect...Home Warranty finally came back and said they would purchase the motherboard....another week goes by and we hear nothing back from them....no call to give status. We call - and are offered $500.00 buyout. Suppose to have this within 4-6 weeks...it has now been 7 months and no money, even after several calls

Desired Settlement: We want the $500.00 that we agreed upon...we have had several calls to customer service....all saying that the check will be overnighted and we will get within 48 hours....48 hours pass and we still do not get the check. I think they are waiting for us to give up and say forget it...but it is more about the principle of the matter now. We paid for a policy, we agreed on a buy out and I need this company to fulfill its side of the bargain that was agreed upon.

Business Response:

March 21, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ******** ****** SC *******

Dear Ms. ******:

We provided the check as agreed, and when advised of an incorrect address, reprocessed the payment.

The check is currently on route to the customer, assuming they have not received it by now.

Sincerely,

**** ******

Escalated Special Handling

3/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My oven is covered under the warranty purchased when we bought new home. One of the two ovens stopped working and I filed a claim. HWA sent a service technician out that was unable to service the unit due to not possessing the correct tools. The service technician left after telling me that they could not fix it. They could not even diagnose the issue due to inability to remove the unit from the wall. I called HWA and they refused to send another technician to my home. This appears to be there common business practice as I had a similar experience with the repair of a microwave oven which required 4 technician visits to correct.

Desired Settlement: I want HWA to cover the cost of replacement and installation of a new oven as they refuse to repair this one. This is clearly covered under the terms of my warranty. If not resolved, I will be seeking redress through tort to require they meet the terms of the contract.

Business Response:

March 21, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006   

Chicago, IL  60611

Re: ********:Lowe  IL-*******

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

On March 9, 2016,  the following claim was filed online:

“Covered Item Problem: Built-in Oven (Electric)

Brand: ****** ******

Has this item ever worked?: Yes

When did you first notice the problem?: About a month ago

Q & A: Q: Please describe the problem A: Temperature issue

Q: Please tell us how many times the specific item that is not working, has worked properly since the contract start date A: More Than Five Times

Problem Description: This is a two oven set.  Initially the top oven would not preheat.  The oven would heat, but the temperature display would show it as cold.  The temperature would continue to climb until eventually (45-60min) it will display that the temp has reached stetting.

Now the bottom oven displays 360deg when you turn it on and does not regulate temperature.

I do not have a temperature gauge but indications are that both ovens are reaching temperatures significantly higher than indicated.”

Per our Contractual agreement, we sent a technician to the home, who advised that a special lift would be needed to be able to access the oven, and as he does not have that equipment, he could not address the issue.  Per our Contract Section VII.C:

“HWA is not responsible for providing access to or closing access from any covered item which is concrete-encased or otherwise obstructed or inaccessible (including but not limited to beneath crawl spaces, floor coverings, systems, cabinets, etc.).”

If special equipment is needed to be able to access the customer’s double oven, we would not be liable for providing such equipment for access.

The customer requested a specific second opinion, whom we called, but they declined to service, as they cannot get parts for his unit.

We have assigned a different technician, that works on ****** ****** units, and are waiting for their diagnosis.

Sincerely,

**** ******

Escalated Special Handling

3/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have filed a claim with HWA for my down stairs HVAC. The unit was installed into my home prior to my purchase. I contacted HWA with the claim because all power to the unit was lost. HWA sent a tech to my home and it has come to pass that the compressor in the unit has shorted out. I spoke to a representive that day and said that because the unit is less than two years old that I should approach the manufactor for coverage. I then and have on multiple occasions informed HWA that manufacture warranty will not cover me because I am not the original purchaser of the unit as it clearly states in the manufactures warranty info. I attempted this path for HWA first to show good cooperation. I then contacted HWA when the manufacture stated that they would not cover the unit without a receipt verifying that the unit was installed by a certified technician and my name as the original purchaser. HWA took several days to reply to the claim as to the actions and then had a represenitive contact me to explain that they will not cover the unit as it states in our contract because the manufacture has given me options for coverage. the denial is unreasonable since there is no way that I can provide a receipt and I cannot provide my name as the original purchaser of the unit. They even went as far as to tell me that I should contact the previous owner of the home. The manufacture of the unit wont even cover him because he has since sold the property and is no longer in possession of the unit. This HWA plan was purchased with the home for these exact reasons. It is common knowledge that the contents in the home will not be covered in the event that something goes wrong and the contract I have with HWA is provided as additional coverage for issues that I have during the contract period and should cover issues that I may have with items that are covered within the contract. The air conditioning is clearly labeled in the contract and should be cover accordingly.

Desired Settlement: Only outcome that there should be is the repair or replacement of the unit in accordance with the contract that we are bonded with. There is no reasonable excuse to not cover this unit. I have done my fair share and everything they have requested of me including my $75 service fee for services that have not been delivered on and every reasonable attempt to get manufacture to cover the unit first. Contract number is GA-******* for reference.

Business Response:

March 21, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: Hill  GA-*******

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

The Air Conditioning unit the customer is referring to is a non ducted wall unit, Model # **************.  As the technician originally advised us, this unit should be under warranty with the manufacturer, but we would have no information in reference to that coverage, except that it goes into effect before our coverage, Per Contract section VII.M:

“HWA’s responsibilities will be secondary to any other extended or in-home warranties that exist for the included systems, components and appliances. “

If the customer cannot access the manufacturers warranty, the warranty cannot address that, as the unit should be under their warranty.   If the manufacturers warranty is only in place for the company that purchased  the unit 2 years ago(most probably during renovation), and not the party they sold the property to shortly thereafter, the air conditioning becomes eligible under our Contract.  Per our Contract, section V.C, the coverage includes:

“ Ducted electric central air conditioning, ducted electric wall air conditioning, geothermal/water source heat pumps, and water evaporative coolers - All components and parts except for geothermal/water source heat pumps, all components and parts that are located within the foundation of the home or attached garage.”

The Non-Ducted wall air conditioner is not eligible under our coverage, so this issue would not be addressed under the Contract.       

Sincerely,

**** ******

Escalated Special Handling

3/24/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Home Warranty of America has declined each and every claim that I have made. 1. My heater wasn't working and they declined the claim stating that the issue was with my damper system and they don't cover damper systems per our contract. The engineer told me that was not the case and the issue was the motherboard. He tried to call them and get them to cover it and they refused. I had to pay for a new motherboard out of pocket. - $485 2. My water heater isn't working. It takes a long time to heat up and then cuts in and out. They sent a service tech over who said that it just needed to be de-scaled. My dad owns a pump and de-scaled it for me, twice, and it still doesn't work. HWA wants "Proof" and won't send a tech out. I don't know how to give them "proof" and they won't tell me exactly what they qualify as "proof". Meanwhile, my hot water heater still doesn't work. 3. There was water pooling in my airduct. I called to file a claim and they said they wouldn't cover it. I called an HVAC company who came out and said the issue was that the AC coil was freezing up causing this water and that it should have been covered by HWA..... but of course, they didn't cover it, and I paid out of pocket, again. - $208 My entire claim history. As you can see, they have refused to cover a single item. CLAIM HISTORY Claim ID Claim Date Claim Item HWA Cost ******* 03/13/2016 Ductwork $.00 ******* 11/15/2015 Heating $.00 ******* 06/29/2015 Air Conditioning $.00

Desired Settlement: I would like to either be reimbursed the cost of my HWA contract ($580) or reimbursed the cost of out of pocket expenses ($693). The cost of reimbursing my contract would be cheaper for them, I don't care either way. I need this issue to be resolved.

Business Response:

March 16, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006   

Chicago, IL  60611

Re: ********: ******* TX-*******

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

The customer opened a warranty contract with us on May 18, 2015. On may 28, 2015, $490.00 was paid for her Contract. In the course of the Contract period  they have filed 4 claims:

  • In June, they reported a failure with their Air Conditioning system. Per the technician’s diagnosis, the unit was cooling properly and there was no mechanical failure with the system.
  • In December, a claim was opened in reference to the Heating system, which was stated was related to the Air Conditioning failure.  They did not want the technician that came out on the precious claim, so a second technician was sent.  The second technician found the customer’s Zone Controller failing, which is excluded, per section V.A of our Contract.(Now, she is requesting we pay for this ‘motherboard’ at $485.20)
  • In December, a claim was opened on the customer’s tankless water heater, because she had to keep resetting it.  The technician recommended that the unit be maintained(descaled), and quoted a price to do so.  In February, the  customer requested to reopen the claim, stating she had the unit descaled.  We requested proof of the maintenance, and she had no proof (stated her father performed it.  She got upset and ended the call.   She called back three days ago, and we are resending a technician to evaluate.
  • In March, the customer reported water in her ductwork after a storm, stating it was not related to her Air conditioning.  As we would not address a roof leak in her home, or storm damage, she advised she would speak with her association.  (We heard nothing else on this issue until now, when she states it is a “Freezing up AC coil”.  She claims it is covered, but we have no diagnosis as to why it is freezing up.  She did not advise us of this issue after her technician diagnosed it.  She just decided to pay for it outside of her warranty, at a cost of $208.00 )

The customer has given us our option of two ‘demands’:

  1. A refund of $580.00(though they never paid $580.00 for the Warranty Contract), after using the coverage for 11 months.  They are not even referencing a cancellation of their Contract, per section VIII.E.  They just wish $580.00 that they never paid for the coverage.

 

  1. Payment for two items:  a Zone Contol Board that is excluded from their Contract, and repair done outside of the Warranty Contract, that we have no specific information about, and did not approve.

As we are not expected to do either of these per our Contractual Agreement, we decline both of their demands, and will wait for the technician to provide the diagnosis of their water heater.

Sincerely,

**** ******

DE Svcs HWA Claims Handling Manager

3/24/2016 Problems with Product/Service | Complaint Details Unavailable
3/23/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Intecieved hwa from a home we bought. Month after we mived in out heating system stopped working in cold condition and started blowing cold air. It will keep doing it untill temp goes down to 53 degrees and then come up. I called hwa and person came from local business after 3 days and change the speed of the belt. After he was gone it started happening again so i called the local repair person i explain the situation that it still does same thinh and he adviced me that call hwa and there will no charge because its a same issue. He came after 3 days when my heating working fine. I have a video to show them thAt it stops when temp get cold. And works fine when its warmer. He tried to check everything and said it should not fail now if you dont keep a filter. After a week i got call from hwa that i need to pay 100 dollars or they will cancel my policy. This is a fraud.

Desired Settlement: Reinsted my policy. Clear my account as paid.

Business Response:

March 7, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ******** ***** VA-*******

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

On January 20, 2016, the customer filed the following online claim:

“Covered Item Problem: Gas Furnace - usually located in a basement, attic, or closet

When did you first notice the problem?: Two days ago

Have you moved into the home?: Yes

When did you move into the home?: 12/18/2015

Q & A: Q: Has the Heating System Ever Worked Properly A: Yes

Q: Please Tell Us The Nature Of The Problem You Are Experiencing A: Will Not Come On

Q: Have you had maintenance performed on the system A: No

Q: How many heating units do you have A: Two

Q: Please tell us which part of the home is not heating A: Downstairs

Q: Please tell us how long the unit has been running properly for this season. A: More than 2 Months

Problem Description: So moved in this house on dec 18. For last 2 days it will either stop heating and temp goes down to 56. Then it come on for 30 minutes or so. Sometimes the thermostat will go blank and it will just cold air and we cant stop it.  Its a gas furnace on the first floor. The one for upstairs is electric and works fine.”

Per our agreement, we sent a technician, who advised us on January 22, 2016:

“checked unit observed cycles unit working properly. adjusted fan speed recommended less restrictive filter.”

Per our contract section III.E:

“You will pay the Trade Call Fee or the actual cost of the Services covered under this Contract, whichever is less. The Trade Call Fee is for each visit by an Authorized Repair Technician, except as noted below, and is payable to the Authorized Repair Technician at the time of each visit. The Trade Call Fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is deemed Excluded, or denied. The Trade Call Fee is due if you fail to be present at a scheduled time, or in the event you cancel a Service call at the time an Authorized Repair Technician is on the way to Your home or at Your home. Failure to pay the Trade Call Fee will result in suspension of coverage until such time as the proper Trade Call Fee is paid. At that time, coverage will be reinstated, but the Coverage Period will not be extended.”

The customer paid his trade fee, and at that time the issue was resolved.

On February 15, 2016, the customer called stating that the unit was turning on and off again. Per Contract section III.F:

“If Services performed under this Contract should fail, then HWA will provide for the necessary repairs without an additional Trade Call Fee for a period of 90 days on parts and 30 days on labor.”

We resent the technician who found no failure with the unit, thus it is not the ‘same issue’ and an additional fee is due, for the technician’s service.  The customer is refusing to pay the fee, which per section III.E above, will suspend his account until the fee is paid.  

Unfortunately, if there is an issue with the customer’s system, it is an intermittent problem, which may have to cause the system to become inoperative before the failure can be determined.

The customer wants the technician’s inspection of  their system, which was still functioning properly at the time of service, for free.  

Sincerely,

**** ******

Escalated Special Handling

Consumer Response:
Complaint: ********

I am rejecting this response because: i called before second call and explain that its working right now but its doing exact same thing as before. I was told frim both contractor and hwa that there wont be any charge as this is a same problem. My unit still shuts down and issue is not resolved. 

Sincerely,

******* *****

Business Response:

March 15, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ******** ***** VA-*******

Dear Ms. ******:

In the customer’s original response, he stated:

“After he was gone it started happening again so i called the local repair person i explain the situation that it still does same thinh and he adviced me that call hwa and there will no charge because its a same issue. He came after 3 days when my heating working fine.”

We cannot state what happened between the customer and the technician. We can state factually that the customer spoke to our office on February 15, 2016, to file a recall to send the technician back.  At that time, per a review of the call, he was advised that the trade call fee would be pending, requiring that the current failure was the same as the initial failure.  This would mean that  that there would not be any charge if this was the same problem.   The customer insisted it was the same failure at that time.

When the technician stated there was no failure at the time of  second service, it was not the same failure as the initial service, and a second fee would be due.

So, based on the customer’s statement:

“I was told frim both contractor and hwa that there wont be any charge as this is a same problem”

The customer is assuming the problem would be the same, as they did on the phone call with our office.  We did not say the failures were the same when the recall was filed, because we would not know until we received the diagnosis.   In this case, the customer has  removed the word ‘if’, and changed it to ‘as’, in order to dispute the fee.

The fee is due, because their was no mechanical failure at the time of the second service. Again, we are sorry if this is an intermittent problem, but the unit would need to become inoperative for us to address the issue under Contract.   

Sincerely,

**** ******

Escalated Special Handling

3/23/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: 3 Cost $525.00 Coverage Started Jan 11 2016. Please cancel the above policy immediately. We attempted 3 times to meet with YOUR appointed plumbers. The following us a brief review of what we went through. 1. XX plumbing assigned and when I reviewed them they have 9 BBB complaints. So, I requested new referral 2. XXX assigned and never showed up for appoint. Your company set this appointment up. After I sat for 1 hr in the cold they would not accept my calls. Prior to they lied to me. Stating he left voice mail declaring they have a 2-hour window. I explained I was sitting outside in the cold waiting as this is a rental. XXX told me they would get there asap. (I sat waiting at my rental for 2 hrs ) My renter also sat waiting. They never showed and then would not answer any calls from me nor from Home warranty or America. So…. 3. XXX Contractor was assigned. They told me he would show between 12 and 2 pm. They finally called me at 2:30pm (record on my phone) and since I was not there would reschedule for next day. When I called the next day to verify they were schedule and for what time "xxx" told me since I was not there for first appoint he could not get there for a few more days. (I have leaking pipes and it is continuing to damage the drywall more and more every day, as I wait in frustration.) So at this point I feel they each played me to get out of work with your company. I then called my own plumber. Got the work done in one call and one day. Your warranty/policy is no good to me and maybe a misrepresentation. I felt these 2 companies did not want to deal with your payment and contract approval methods so they devised ways to limit work with you. (as my claim was not a big job) Whereas I am the one paying with my time waiting for these no shows. In light of this disappointing knowledge I have now gained by working with your company. I am requesting a FULL refund of my premium at this point.

Desired Settlement: Refund of Entire Premium

Business Response:

March 15, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********* *****  ** *******

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

The customer is requesting to cancel their Contract, and is requesting a full refund of their contract premium.

Per our Contract Section VIII.E:

“If HWA cancels this Contract or if You cancel this contract after the first 30 days of the Coverage Period, then You shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less an administrative fee of the lesser or $30 or 10% of the Contract fee (unless otherwise required by state law), and any actual service costs incurred by HWA;”

We have provided coverage for the customer since January 11, 2016, so they are not entitled to a full refund. We have contacted them to confirm that they still wish to cancel, without the full refund, and are waiting to hear back.

Sincerely,

**** ******

Escalated Special Handling

Consumer Response:


Complaint: ********

I am rejecting this response because:

I HAVE NOT RECEIVED ANY REFUND TODATE 3/15/16. I WILL RESPOND WHEN I RECEIVE THE REFUND.

Sincerely,

******* *****

Business Response:

March 15, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: *****  MO *******

Dear Ms. ******:

We have received the customer’s rebuttal and are providing the following response.

We can only assume that the customer still wishes to cancel, though they will not get a full refund. 

Their cancellation is in process, and their refund will be received in approximately 6 weeks.  

Sincerely,

**** ******

Escalated Special Handling

3/22/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I called regarding a refrigerator issue. The fans motor that cools the refrigerator and freezer needs to be replaced. HWA sent out a technician who identified the problem and sunbirds request to be repaired with changing the part for a new replacement. The part which is manufactured by *********** is no longer available. HWA lied multiple times regarding the part replacement saying it will "take 2 weeks to deliver" to retracting their statement that they cannot replace the part. HWA offered only to give me a buyout option of $152. In the contract it states HWA will replace at "fair value". In no way is $152 fair value when the part is NOT available. What is $152 going to do for me if I can't even buy the replacement part? Under the warranty they need to fix the refrigerator so it is in the "proper" working condition but they refuse to honor the agreement. Customer service refused to allow me to speak with a manager and never called to let me know about this matter till I called multiple times to get an answer. This is purely HWA not wanting to pay to replace the refridgator with "like kind" replacement.

Desired Settlement: Under the contract HWA should either fix the refridgator so it is in proper working condition, replace the refrigerator, or offer a buyout with a cash value for similar value to he current refridgator.

Business Response:

March 21, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ******** Ackerson  IL-*******

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

The failure with the customer’s 5+ year old refrigerator is a failed control board. Per our Contract, section  VII.I:

“HWA has the sole right to determine whether a covered appliance, system or component will be repaired or replaced.”

As the board can be repaired, we have offered the customer the option for us to repair the board (which would be done in the time frame provided), or taking a cash out on the cost of the repair, to be used as he wishes.   The customer does not like the options, and has stated his intent to cancel the contract.     

Sincerely,

**** ******

Escalated Special Handling

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that ****** from HWA has worked with me on this complaint and we have resolved the matter and will consider it closed. 

Sincerely,

**** ********

3/22/2016 Problems with Product/Service | Complaint Details Unavailable
3/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed a claim with this company for my AC unit over the summer. A technician came out and said that the damage was possibly due to lightning while at my house. He later changed his story and supposedly told the warranty company that it was due to a power surge. I have IN WRITING that he was unable to determine cause, but that it may have been lightning. They refused to pay out based on power surge claim. Paid $5100 out of pocket. Then, 3 weeks ago our tankless hot water heater goes out. They send a plumber out and he thinks he's fixed it by tightening some wires. A few days later it goes out again and is shooting sparks as it shuts down completely. Same plumber comes back out and said the whole unit wasn't big enough to supply whole house, so it needed to be replaced. He said he'd call HWA and come back that week to replace. Never heard from him again, but received email from HWA saying that an electrician was coming to look. No phone calls to tell me what was going on. Electrician comes out and says that it's not an electrical problem, that a plumber needs to replace entire unit. Two weeks without hot water at this point. Another plumber is sent to me via email and they come out on a Tuesday. He says same thing as plumber number 1 and also says that he would like to replace with traditional electric 40 gallon tank water heater instead of tankless. Says he'll call HWA and tell them the diagnosis. 8 days later (calling HWA every day) and I'm still without hot water. All I hear is that they're trying to get a hold of plumbing tech to get diagnosis and can't send out work order until they hear from him. I call back and tell them I will find my own plumber and that they can reimburse. They told me to send paid invoice after work was done. Plumber came out Tuesday to diagnose and I had a new electric tank hot water heater by Thursday morning. Receive a call from HWA that no coverage BC damage is from power surge. $2000 out of pocket this time. Ridiculous.

Desired Settlement: I would like to be reimbursed instead of given terrible excuses for why they won't cover. Never once for either unit was a power surge mentioned by ANY of the technicians. Company should be ashamed of terrible customer service and taking advantage of people.

Business Response:

March 2, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: *****  TX-*******

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

The customer is referring to two separate claims. They are questioning the technician’s diagnosis, in reference to what we were advised as a cause of failure.

On July 20, 2015,  we received the technician’s report on the Air Conditioner failure. He stated:

  • He found the compressor was not turning on
  • He determined the compressor was hit with a surge, as the wiring was burned, which blew out all of the terminals.
  • The compressor caught on fire shooting soot everywhere.
  • The name tags was burnt off the compressor.

Thus, there is no question that the technician diagnosed an electrical surge that caused the failure of the condenser (i.e. the failure was not normal wear and not covered under our contract.)

On February 25, 2016, and earlier we received the technicians’ reports on the Water Heater failure . They stated:

  • The electric tankless water heater keeps throwing the breaker and the block where the heater connects.  It’s overheating and sparking and smoking.
  • There is a terminal block on the tankless water heater that has melted internally, that is causing the tripping of the breaker
  • They found the homeowner had a power surge which burned out the system,  due to problem with the breaker.

Again, there is no question that the water heater was damaged by the surge that burned out the system.

Per our Contract Section IV.C, the warranty excludes “Damages due to power failure or surge”.

Sincerely,

**** ******

Escalated Special Handling

Consumer Response:


Complaint: ********

I am rejecting this response because:

My technicians, not hired by the home warranty company, said that neither incident was caused by a power surge.


Sincerely,

******* *****

Business Response:

March 7, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: *****  TX-*******

Dear Ms. ******:

We have received the customer’s rebuttal  and are providing the following response.

So, rather than provide support for her position, in the form of documentation from the HVAC technician she claims to have hired, the customer demands a $5,100, over six months after the initial incident.

Please note, in July, when we advised the customer of the diagnosis we received, and explained how that is not eligible under the Contract, she abruptly ended the call.  She did not call us back stating that a second opinion came out and that she has a different diagnosis. She just replaced the equipment with a technician that we did not approve.

Per contract section III.D:

“HWA has the sole and absolute right to select the Authorized Repair Technician to perform the Service; and HWA will not reimburse for Services performed without its prior approval.”

As to the water hearer, her  technician’s invoice does not address a cause of failure on her unit, but indicates that it was too small for her two bath home. She replaced her unit with a 40 gallon tank.

So, as to her demand, we will not reimburse the customer for the non covered issues, nor will we reimburse for work done without our prior approval.

Sincerely,

**** ******

Escalated Special Handling

3/16/2016 Problems with Product/Service | Complaint Details Unavailable
3/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We signed up for the warranty by phone. We had not seen nor did they explain to us certain requirements for us to file a claim with them. We filed a claim almost immediately concerning plumbing issues. We just purchased the house and these issues were not known to is because the seller did not disclose them. HWA required that we show them our inspection report. We did not do a home inspection and they never mentioned this when we purchased it. They refused to pay for our claim because of this so we cancelled the warranty. They told us it could take up to 4-6 weeks to get our refund. It's been 3 1/2 weeks and I called to check the status. They said it would take 6 weeks to do the electronic refund. I asked why so long and they said they have to wait for any claims to come through. We have no claims! This is absolutely redicilous!! There is no good reason they are keeping my money! They refused our claim and now are hanging onto our money for no reason! There are no claims! We paid out of pocket for the needed repairs. I want my money ASAP!

Desired Settlement: I want my money refunded ASAP! They have no legitimate reason to keep my money!

Business Response:

March 7, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: **** TN-*******

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

The customer was provided our warranty information by their real estate agent at the closing of the property. This informational brochure includes a complete copy of our coverage terms.  This information is also available online, for their review at any time.  Thus, when they called us to purchase the warranty, they had access to our coverage terms.

The customer advises that the Seller was aware of the failures with the home, but did not disclose them.  Thus, the issues would not be covered under Contract, as known failures, that would have been noticed by visual inspection or mechanical test.

The customer requested to cancel their Contract, and has filed this complaint, because of the ‘delay’ in receiving the funds.  Unfortunately, because such a short time passed between the purchase of the Contract, the filing of their claim, the rejection of  their claim and the cancellation of the Contract, we need to wait to have the funds, before we can return them to the customer.   If we were to return funds before we receive them (or within the time the customer canceled the transaction), we could inadvertently double refund the contract.     

Their refund is in process.

Sincerely,

**** ******

Escalated Special Handling

Business Response:

March 15, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: **** TN-*******

Dear Ms. ******:

As stated, the customer’s refund is in process for their cancellation. There request was received on February 5, 2016.  Thus, it has not been 6 weeks.  Exactly 6 weeks will be March 18, 2016, and I have requested that the customer’s refund be issued by that time.   

Sincerely,

**** ******

Escalated Special Handling

Consumer Response:
Complaint: ********
Same reasons as stated before. They said it will take up to 6 weeks to records and now they are saying they won't send until 6 weeks! This company is a scam and if I could, I would treat them exactly how they have treated us! My real estate agent is telling all of her clients about this company and their acrions! They make me want to shoot all of them!!
I am rejecting this response because:

Sincerely,

***** ****

3/12/2016 Problems with Product/Service
3/11/2016 Problems with Product/Service | Complaint Details Unavailable
3/11/2016 Problems with Product/Service | Complaint Details Unavailable
3/10/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our dishwasher stopped working in June, 2015, as it would not drain. We contacted HWA for repair. They mentioned they had 2 companies who worked on ******* dishwashers in our area. We selected ******** Appliance, and they came for repair on June 24, 2015. They blew the drain line and did a few other things, and it appeared the dishwasher was working. However, after running two cycles over the next few weeks, the dishwasher stopped draining again. We asked for a recall, and ******** returned July 28. We vacationed in August, and in late September noticed the dishwasher not working again. After a couple of calls to HWA, they agreed to send the other repair company in our area that worked on *******. On November 19, Everyday Appliance came to repair and said it needed a pump, but he would need authorization from HWA. He also charged us a $60 Trade Call Fee, which we have disputed but not received back from HWA. By the time he got authorization, ordered, and received the pump, it was just before Christmas. He left a voice message saying the pump was in. We called him to schedule the repair the first week of January, and he said he returned the pump as he did not hear from us. He reordered and installed the pump last week. He left abruptly, and when my wife tested it, it still did NOT drain. By now, the problem is over 8 months old. Both my wife and I have placed multiple phone calls, worked with 5 different people at HWA, and had both of their companies to our home multiple times (to both of whom we paid the $60 fee, in error, and are awaiting reimbursement) and we still do not have a resolution to the problem. The dishwasher has the same problem it had in the beginning - it does not drain. There are only two options: replace the dishwasher or give us the funds to do it ourselves.

Desired Settlement: Replace the dishwasher or give us the funds to do it ourselves.

Business Response:

February 22, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: ******* CA-*******

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

Two weeks after moving into the home, the customer reported a draining issue with his ******* Dishwasher. To address, we sent a technician to the property, who cleaned out the pump, and then, when the problem continued, replaced the pump.

Two months later, the customer reported a cycling issue related to the failure, which the technician stated was due to food on dishes getting caught in the pump.

On November 30, 2015, the customer opened a new claim related to the cycling issue.  A different tech was sent, who found a failure with the pump, hos and sensor,  and replaced the parts again.

In early February the customer started contacting us, looking for a cashout or replacement of the unit. They reported a week after the part replacement that the problem was still occurring.

So, we are looking for a diagnosis of why the problem is occurring so we can address the solution.  The warranty would not just replace a unit or pay for a replacement with out a confirmed cause of failure.

We are sending a technician to diagnose the issue.

Sincerely,

**** ******

Escalated Special Handling

Consumer Response:


Complaint: ********

I am rejecting this response because:

HWA states that "The warranty will not provide the customer a replacement, or pay for a replacement without a diagnosis that supports that result."

What is a valid diagnosis? Will we ever get an honest opinion from their service company? Doesn't the fact that neither of the two vendors they sent to make the repair were able to fully repair the appliance after several attempts not constitute failure? I beg to differ.

Sincerely,

******* *******

Business Response:

March 1, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: ******* CA-*******

Dear Ms. ******:

We have received the customer’s rebuttal and are providing the following response.

To repeat:

“we are looking for a diagnosis of why the problem is occurring so we can address the solution.  The warranty would not just replace a unit or pay for a replacement with out a confirmed cause of failure.”

The technicians that have been sent have replaced the pump, and suggested misuse in reference to the failure.

The customer wants us to just replace the unit without knowing what is wrong with the unit, and more to the point, what has caused the failure.

We will not replace the unit, or provide payment to the customer for replacement, without knowing what is wrong with the unit and a cause of failure.

This is why we are sending a technician to provide a diagnosis the issue.

Without that diagnosis,  we will not do anything further.  

Sincerely,

**** ******

Escalated Special Handling

3/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have attempted to use HWA for a plumbing issue of a blockage in a sink. HWA sent ****** ***** plumbing. I paid my deductible, and ****** ***** reported back to HWA that they would need to access the pipes in the wall and replace a part of the pipe. HWA stated to me the pipes were covered but the wall being cut they would not cover. This took so long that ****** ***** said they had another job, didn't want to touch it as far as rodding the pipes and had to go.. HWA send another plumber the following day who tried to rod it to no avail and then came back 3 days later to rod again to no avail. Joe the plumber told HWA the same thing as ****** ***** plumbing said that he would need to access the pipe in the wall by cutting the wall and cut the pipe and replace a part of the pipe then rod the pipe to remove the blockage. This was going to cost 500.00 I understood that I would have to pay out of pocket for the wall; but what changed from Thursday to Tuesday about what was to be covered? I called HWA several times to try and resolve this.. I was spoken to very rudely, dismissed, and basically told there is nothing I could do about it. Each time I talked to someone they said it was at their discretion. take it or leave it. I even offered to pay half if we could come to some agreement; but NO. I read my contract and this should be covered. This was covered last week. I think something needs to be addressed with this company and maybe their rating should be reviewed.

Desired Settlement: I would like HWA to stand up to their policy and cover my plumbing and I will pay for my access point and wall. I would also like HWA to be more transparent on how they are making decisions.

Business Response:

February 26, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: ******* IL-******

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

On February 10, 2016 the customer processed a plumbing claim, referencing a stoppage that could not be cleared with drain cleaning chemicals.

On February 23, 2016, the technician advised that he went to the property, and tried to clear the clog numerous times, but it could not be cleared.  Per our contract, section IV.A, excluded:

“Stoppages and clogs in drain and sewer lines that cannot be cleared by cable, hydro jetting or due to roots, collapsed, broken, or damaged lines outside the confines of the main foundation (even if within 125’ of access point)”

As the technician could not clear the clog, he suggested cutting into the pipe to attempt to clear the stoppage again. As the clog could not be cleared, we would not address the access and replacement of the plumbing line to further attempt to clear the clog.

We apologize if this non covered issue was not made clear to the customer.

Sincerely,

**** ******

Escalated Special Handling

2/28/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We contacted HWA on 11/20/2015 due to no heat. They sent a company out that evening who got our heat working but said it was most likely temporary. We paid them the $100 deductable. The next morning the heat went out again. It was 12 degrees outside and we have 3 small children. The company from the previous night stated they couldn't get the part for at least 2 days. We called HWA back and they said a different company would call us. As the day progressed we heard nothing from the new company or HWA to see if we were contacted. We called HWA back and they said due to no one contacting us, and the weather to "just go ahead and use your own guy. You'll be reimbursed". We contacted our usual hvac guy who came out, found the part, and fixed the furnace on a saturady. If this didn't get done not only would our kids including an infant, have been cold but our water pipes would have most likely froze. We were never told to have our HVAC guy contact them for approval. A few weeks later my wife submitted the work order from our guy to HWA. We heard nothing. A few weeks ago around around the beginning of February, I contacted HWA and stated we hadn't heard anything regarding our reimbursement. The lady I spoke to asked me to resubmit my work order and she would have someone get back to me. We were later told we would be reimbursed $483.60 out of $806.00. I inquired as to why we were only receiving that amount. We were told that since our HVAC guy never called HWA to confirm the work they didn't have to give us anything. That is their policy. The amount they gave us was a favor due to the circumstances. I told them I appreciate it but we were told it would be the entire amount. They stated this is all we were being refunded. I am appreciative of what they are giving us back but we were told it would be the full amount the weekend of. $322.40 is a lot of money to just overlook. Thank you for your time in this matter.

Desired Settlement: We would like the difference of the bill which is $322.40

Business Response:

February 26, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: *******  IL-*******

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

On November 20, 2015(Friday), the customer reported that their heating system was not working.  We immediately assigned a technician, and when they could not service, assigned a technician that could service same day.

The following morning(Saturday), the customer’s wife called, and reported that the technician could not provide the part needed to fix their unit until Monday.  Per our Contract section VIII.A.7:

“HWA will make commercially reasonable efforts to fulfill its obligations under this Contract. Certain causes and events that are out of HWA’s reasonable control (“***** ******* *****s”) may result in HWA’s inability to perform under this Contract. If HWA is unable to perform its obligations, in whole or in part, due to a ***** ******* *****, then HWA’s obligations shall be suspended to the extent made necessary by such ***** ******* *****, and in no event shall HWA be liable to You for its failure to fulfill its obligations or for damages caused by any ***** ******* *****. ***** ******* *****s include, but are not limited to acts of God, fire, … shortages in supply, changes in laws, rules or regulations of any governmental authority, and any other cause beyond HWA’s reasonable control.”

The inability of the technician to purchase a needed  part over the weekend, is beyond our control.  The customer requested we call a different technician, hoping that they may have the part.  We tried to, but could not find another available technician, so we gave the customer’s wife the ability to call their own technician. We advised her that the technician needed to call us, with their diagnosis and pricing at the time of the service, so we could approve the repair. 

This was not done.

Three months later, the customer called us, looking for a reimbursement for the repair that the technician performed without our approval.

Per our Contract, section III.D:

“HWA has the sole and absolute right to select the Authorized Repair Technician to perform the Service; and HWA will not reimburse for Services performed without its prior approval.”

As the customer did not have the technician provide their diagnosis and costs at the time of service, we did not approve the repair. Since we did not approve the repair, we would not reimburse for the repair.  

As yet another courtesy, we offered and are providing the customer $483.60 in reference to the cost of the non approved repair. In response, the customer has filed a complaint against us with the Better Business Bureau..

Per his complaint, the customer acknowledges that they did not provide us diagnosis and pricing, and wants a full refund of the repair anyway.

The customer is clearly not appreciative of the reimbursement we are offering and feels that they should get a full refund, even though they did not follow through with our requirements.  We will not provide them their $322.40 demand.

Sincerely,

**** ******

Escalated Special Handling

Consumer Response:


Better Business Bureau:

Although we were never told to have our technician to contact HWA for the repair, we accept this response. We find how many times we had to contact HWA for any response troubling. Further more, to say we are unappreciative of what they offered is completely untrue. We were merely looking for what we were told we would receive by their own rep. 

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *******

2/27/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I HAVE A CONTRACT TO REPLACED MY DISHWASHER WITH A DISHWASHER CLOSE TO THE OLD ONE I HAD, THEY SENT ME A DISHWASHER THAT WILL FIT INTO THE PLACE IN KITCHEN FINE BUT THE INSIDE SPACE IN WASHER IS HALF THE SIZE OF MY OLD DISHWASHER, I HAVE TRIED TO RESOLVE THIS PROBLEM WITH THEM, ITS A BAIT AND SWITCH, THEY SAID I COULD SEND THE DISHWASHER BACK, WOULD BE CHARGED A RESTOCKING FEE, THEN SEND ME THE DIFFERENCE, WHICH WILL BE NOTHING, I ONLY WANT WHAT I OWED ME, THE CLAIM # FOR THIS PROBLEM IS *******

Business Response:

February 19, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: **** TN-*******

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

On October 22, 2015, the customer noticed severe water dama** to their kitchen.  A claim was filed to address their plumbing.

The following day, the plumber traced the problem to their dishwasher.  A new claim was filed, with no fee due, to address the eligible dishwasher.

On October 24, 2015, it was determined that the 20+ year old unit had a cracked pump and motor.  The part was no longer available, so we approved the unit to be replaced.

On October 25, 2015, we determined the replacement offer:

·         ‘** DISHWASHER M# **********

·          or a cash out of our cost on the unit in the amount of $415.00

We advised the customer of the offer the following day.

On October 28, 2015, the customer requested information on an upgrade of the unit.  We determined the upgrade cost, and advised the customer.  He declined the upgrade, and accepted the offered replacement unit.

The unit was ordered on October 29, 2015, and was expected to be delivered between November 8 and November 10, 2015.  The customer was upset by this fact, but as he had issues with the restoration of his kitchen cabinets and floors, this was not an issue.

In January, the customer contacted us in reference to the installation of the unit, which could not have been done, due to  the delays in replacement of his cabinets and floors. We offered our cost on the installation of the unit.

On February 16, the customer called and advised he could not find someone to install the unit, so we assigned a technician. He then called back stating that the unit we offered, he approved, and we provided was not to his liking.  (He stated it was too small.)  We offered to take it back, and send him a check, less the restocking fees (that he was informed of when he accepted the unit), His response was a legal threat.  We have provided the customer a replacement dishwasher, as well as a technician to install it, and he approved the replacement provided.

Sincerely,

**** ******

Escalated Special Handling

2/23/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a home warranty that covers all appliances. My microwave is broken they will not fix it. I have a dishwasher that is also broken they will not fix it.

Desired Settlement: Fix my stuff

Business Response:

February 12, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: Moore  TX-******

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

The day the customer filed this complaint, we had requested  information from them in reference to their microwave replacement.  It has since been provided by them, and we have contacted  them with a replacement offer.

Their dishwasher was repaired, and they are requesting the unit be re-evaluated.  

Sincerely,

**** ******

Escalated Special Handling

2/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: **** and ********* customer service rep. Made to feel like what we wanted didn't matter. Spoke to a supervisor and she tells my wife good luck with getting your claim fixed and just hung up on her. We submitted a claim three weeks ago for our stove to be fixed. On the front left side the eye goes off and now doesn't come on. We have a higher end ********** brand stove. The first techician that was scheduled to come was changed due to "being too far away" HWA said so then the scheduled for another tech to come and when he does, he is specialized in heating and cooling. He refused to diagnose the stove because he said he could not get on of the knobbs off. He said it woumd break it. My knobbs are metal. He was not competent in fixing our stove. He did not have the knowledge to know whete the serial number is, nor get the know off, or even be familiar with the model of stove. He left and demanded that we pay 100 trade fee. When calling customer service they wanted to side with tecnician. They were very **** stating that we had to pay the charge when clearing their documents state that we pay that or service cost whichever is lower when services are completed. We voth had to call cust. Service several times Only one lady ****, was somewhat helpful. When a supervisor called us back she was not help and said the same company had to come back because they started the service when all they did was say nothing could be done with the knobb on, so service was not started. She ended up hanging up and not resolving the issue at haND and saying have a good evening and good luck then hung up on us. The stove issue could cause a fire hard if not fixed by appliance professionals NOT heating and cooling.

Desired Settlement: Repair done by a professionals tradesman in Appliances only and they take care of the fee due to having this prolonged un-resolved issue!

Business Response:

February 17, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: Mitchell   NC-*******

Dear Ms. ******:

We have received the customer’s complaint and have provided a second opinion, with no fee due, to diagnose the issue.

Sincerely,

**** ******

Escalated Special Handling

Consumer Response:
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.

Sincerely,

**** ********

2/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I SUBMITTED A CLAIM EARLY (ABOUT 12:30AM) THURSDAY 02-04-16 (I TOOK OFF WORK THURSDAY) ASKING TO HAVE A PLUMBER SENT TO UNCLOG MY KITCHEN DRAIN THAT WAS BACKING UP WHEN THE GARBAGE DISPOSAL IS ON.HWA INITIALLY ASSIGNED MY CLAIM TO **** **** **** BUT THEY COULD NOT COME TO MY HOME ON 02-04-16,SO I ASKED HWA TO FIND ME A VENDOR WHO COULD COME OUT 02-04-16 (REMEMBER I TOOK OFF THURSDAY).SO ********** REASSIGNED MY CLAIM TO ***** ********* ****** (I TOLD HER MY ********* DID NOT NEED REPAIRING,BUT ********** INSISTED THEY COULD HANDLE MY ISSUE) SO ***** ********* ****** WAS ASSIGNED THE CLAIM WITH A 2PM-5PM APPOINTMENT TIME. HOWEVER AFTER A ***** APPLICANCE EMPLOYEE RECEIVED AN E-MAIL ASSIGNING HIM MY CLAIM,HE READ THE ISSUE & CALLED HWA BACK TO SAY THIS IS NOT AN ISSUE THAT HIM OR HIS COMPANY CAN RESOLVE & TOLD AN HWA EMPLOYEE NAME ******* TO REMOVE HIM FROM THE CLAIM & REASSIGN IT.WELL ******* DID REMOVE ***** ********* BUT SHE NEVER REASSIGNED MY CLAIM TO ANYONE ELSE NOR DID HWA CALL ME TO TELL ME. SO I WAS HOME WAITING FOR AN APPOINTMENT THAT WAS CANCELLED SOMETIME BETWEEN 10:30AM & 11:00AM (CST). THE ONLY WAY I KNEW WAS WHEN I CALLED THE ***** ********* EMPLOYEES # IN THE E-MAIL WHO TOLD ME HE DECLINED THE CLAIM IMMEDIATELY. SO I CALLED HWA BACK ASKING WHAT HAPPEN & THEY SAID ******* "DROPPED THE BALL" YET THEY STILL DID NOT FIND ME A PLUMBER ON 02-04-16 & AN EMPLOYEE NAME ****** TOLD ME IF I CAN FIND A PLUMBER ON MY OWN THEY WILL REIMBURSE MY COST (AT FAIR TRADE COST). WELL I CALLED BUT NO PLUMBERS WERE AVAILABLE UNTIL 02-05-16 SO I SECURED THE APPOINTMENT & CALLED HWA TWICE ON 02-05-16 TO TELL THEM AND SPOKE TO A **** AT 8:45AM,WHO TOLD ME TO LET HWA TRY AGAIN TO FIND ME A PLUMBER (I TOLD HER I ALREADY SECURED MY OWN APPOINTMENT) BUT SHE INSISTED SO I WAITED & HAD NO CONTACT BACK FROM HWA UNTIL I CALLED AGAIN AT 12:50PM & SPOKE TO A ********,WHO SAID THE SAME THING **** DID ASKING ME TO LET HWA GET A VENDOR. HWA FAILED ME SO I PAID OUT OF POCKET & HWA COMPLAINED.

Desired Settlement: I WANT 100% REIMBURSEMENT FOR MY OUT OF POCKET COST BECAUSE I HAD TO FIND MY OWN PLUMBER AND I PAID THEM TO RESOLVE MY CLOGGED DRAIN ISSUE. HWA ALSO NEVER HAD A MANAGER OR SUPERVISOR AVAILABLE TO SPEAK TO ME NOR DID ONE EVER CALL ME BACK EVEN AFTER I REQUESTED THEY PASS MY COMPLAINTS TO THEM.

Business Response:

February 11, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: ********  IL-*******

Dear Ms. ******:

We have received the customer’s complaint and a supervisor has addressed the issue with the customer directly.

Sincerely,

**** ******

Escalated Special Handling

2/20/2016 Problems with Product/Service
2/16/2016 Billing/Collection Issues | Complaint Details Unavailable
2/16/2016 Problems with Product/Service | Complaint Details Unavailable
2/15/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been working since September to get my bathtub fixed so that it will drain. I had an employee tell me that it was not covered. Then another employee called back and said it was covered and the previous employee was mistaken. So I called back to schedule service. Then I was told again that it was not covered. Then last week, Jan. 20, I was told again that it was covered. I called the vendor today to check in, and the vendor said that the company cancelled him saying that it is not covered. My bathtub will not drain. I paid for a home warranty for instances such as this. The lack of communication is astounding. I left several messages and called many times and sent emails, and I keep getting the run around.

Desired Settlement: Fix my bathtub and return calls and not cancel the vendor after I have talked to him.

Business Response:

February 4, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: ******* MO-*******

Dear Ms. ******:

We have received the customer’s complaint and the issue was addressed with them directly on February 3, 2016.

Sincerely,

**** ******

Escalated Special Handling

2/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: InAugust of 2015,i purchased an A/C and Heating maintenance contract and cancelled it on November 11, 2015. Under the contract you are to receive 3 maintenance service visits per year .I only had the one in August when i cancelled in November 2015. I talked with ****** ******* about four times and every time he tells me he have to send to the accounting department.Please help me resolve this problem.Thank you.

Business Response:

February 9, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: ********  MD-*******

Dear Ms. ******:

We have received the customer’s complaint and have corrected his refund, which is in process.

Sincerely,

**** ******

Escalated Special Handling

Consumer Response:
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.

Sincerely,

******* ********

2/11/2016 Problems with Product/Service | Complaint Details Unavailable
2/10/2016 Problems with Product/Service | Complaint Details Unavailable
2/9/2016 Problems with Product/Service | Complaint Details Unavailable
2/2/2016 Problems with Product/Service
2/1/2016 Problems with Product/Service
2/1/2016 Guarantee/Warranty Issues
2/1/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a home and purchased a warranty with Home Warranty of America. My contract states they will cover any repair or replace my refrigerator if deemed not fixable. The warranty company sent out an appliance person to fix my refrigerator. The appliance repair man deemed the refrigerator non fixable and would be need it replaced. The warranty company is refusing to replace it. I've called them several times and asked them to explain why they won't replace it. They said it's not in our contract that they have to replace it. The company will not let me speak with a supervisor nor will they put in writing why there are denying my claim to have it replaced. The contract states they will fix or replace the refrigerator with an ice maker. I want the company to replace the refrigerator.

Desired Settlement: The company needs to replace the refrigerator and abide by our contract.

Business Response:

January 21, 2016

Lucille ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: *******  SC-2165710

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

The Customer purchased our Contract at the closing of his property on December 4, 2015, and moved into the property on January 6, 2015.

On January 8, 2016, the customer called and advised that two days prior, they noticed the kitchen refrigerator not working at the time they moved in. The claim was processed, and we assigned a technician to diagnose  the unit.

On January 12, 2016, the technician reported that the 7 year old unit was leaking internally, with a failed compressor.  Per our contract, Section I.A.2:

“Malfunctions which existed on the Coverage Period Start Date will be covered only if the malfunction was unknown and could not have been detectable by visual inspection or simple mechanical test.”

As the unit had never worked properly under the Contract, we had requested the customer’s inspection, to determine if an issue with the water heater was known or was detectable by visual inspection or mechanical test. Per the inspection document, it states that the refrigerator was not inspected. 

As the unit never worked properly, per the customer, and the issue could have been noticed by visual inspection or mechanical test, as it was when the customer moved in. we declined to provide coverage for the refrigerator that never worked properly under contract.

As a courtesy, we have offered to refund the customer’s trade service fee, which was accepted.   

Sincerely,

Carl ******

Escalated Special Handling

1/29/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Filled a service complaint to have my hotter water heater worked on, there was water on around the base and it would not hold hot water for long, the hot water heater is 18 years old. They sent a repair man the first time said that the temperature regulator would need to be replaced as well as ordered and he would come back and look for a leak. Upon second inspection , 1 week later, he told HWA that there was no leak and heater would kick only while on the hottest setting. HWA suggested that we just leave the temperature set at the highest setting. I have children and cannot do this as they will get burned at this setting. They would not even replace the temperature regulator that they originally approved and we waited 1 week to receive. After talking with a representative HWA gave us the option of having a second opinion for a another fee of $100. When I asked to speak to a manager I was told that one was not available and would have to leave a voice mail.

Desired Settlement: repair or replacement of the hot water heater

Business Response:

January 19, 2016

Lucille ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********:Hunter (********) SC-2139036

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

The Customer purchased our contract at the closing of his property on December 18, 2015, and moved into the property on December 23, 2015.

On January 6, 2016, the customer’s fiancée called and advised that he noticed the hot water heater was leaking and the hot water would not last long. The claim was processed, and a technician was assigned to diagnose  the unit.

Per the technician’s diagnosis from their first visit,  there was possible  indication of leakage, and a possible problem with the pilot staying lit.   The technician planned to return, to confirm if there was a leak, and change out the control valve, as needed.

When he returned, it was confirmed that there was no leak, and the valve had been working properly for 10 days.  Per our Contract section I.B.7:

““Covered Systems and Components” means systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown”

As the water heater is not leaking and still heating water, the warranty would not replace the functioning unit.  

The customer asked to speak to a supervisor. When the customer was advised that the Supervisor was on another call and could call them back, the customer ended the call.

Sincerely,

Carl ******

Escalated Special Handling

Consumer Response:


Complaint: ********

I am rejecting this response because: As I have stated in prior interactions with your company:

"The hot water temperature control valve only works while on the hottest setting, This indicates that its not functioning properly."

Thank for your prompt replies I do look forward to re-reading the same letter every other day.

As I have said before I will not accept any response that does not involve the replacement of the temperature control valve.

I will be sure to forward all hospital bills related to water burns directly to you. 

Sincerely,

Tyler ******

Business Response:

January 21, 2016

Lucille ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********:Hunter (********) SC-2139036

Dear Ms. ******:

The unit is providing hot water, and the valve is functional.

We acknowledge that our responses are not being excepted, but we are not going to repair a water heater that provides hot water. 

All we will offer is a full refund of the contract cost, upon receipt of a written request from the customer(Mr. ********) to cancel.

Sincerely,

Carl ******

Escalated Special Handling

1/28/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Complaint against Home Warranty of America January 22, 2016 **** M ******* 200 ***** ***** Liberty Hill, TX 78642 ******-***@austin.rr.com Home - ************* Cell - ************ Contract Number TX-****** Contract Period 09-10-2015 to 09-10-2016 12:01 AM I contacted Home Warranty of America on Dec. 27, 2015 concerning my water heater leaking in my attic. Their contractor came out on Dec 28, 2015 at 10:00 AM, looked at the issue told me he would contact HWA for approval. I had to call at 4:30 PM only to find out the job was too big for this one man operation. (***** Plumbing, ************) On Dec 29th ,They gave me the number to G******** Plumbing but neither myself or HWA got any response from voice messages. On Dec 30th they gave me the number to *********** (************) again neither myself or HWA got a response from voice messages. From Dec 31st 2015 to Jan 4th 2016 hours on the phone with HWA with no solution forthcoming from them. Received a call of Jan 4th from G******** Plumbing setting up an appointment later that day to assess my problem. HWA contacted me with a list of repairs required by their preferred vendor to complete the replacement of the water heater. My out of pocket expense was $653.18 which included the contractor hauling off the old water heater. I had to ag*** to that to get the work done to ease my fear of a full blown flood in my attic. Supposedly my contract covers water heater replacement. The plumber copied my credit card # on a piece of paper and said I would receive a itemized invoice of the work, parts, labor and cost. (Still waiting for that with NO HELP FROM HWA to obtain the invoice) I would like to dispute the charges, obtain a refund and report HWA for their dysfunctional service practices. Sincerely, **** M *******

Desired Settlement: Refund of $653.18 and documentation of the the scope of work completed.

Business Response:

January 27, 2016

******* ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006   

Chicago, IL  60611

Re: ********: ******* TX-******

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

On December 25, 2015, the customer noticed their 65 gallon electric water heater leaking in their attic.

Two days later, they called our office to report the issue. Per our Contractual ag***ment, we immediately assigned the claim to a local technician.(**** ***

The following day, when the customer did not hear from the technician, they called our office to advise of the concern.  We immediately contacted another technician, who confirmed a service appointment the following day. (*************)

The following day, the technician came out, found the leak, and called our office to decline the service call.  (The customer blames us for this, but Per our Contract, Section VII.B.6: “HWA™ is not liable for any failure to obtain timely service due to conditions beyond its control, including, but not limited to, labor difficulties or delays in obtaining parts or equipment. “)

Over the next few days we assigned a multiple technicians (G***n leaf) (***) as well as offered the customer the option of getting their own technician, to address the issue as quickly as possible.

On January 4, 2016, G***n leaf called with a diagnosis, and replacement costs for the unit. We called the customer, and explained the Non-Covered costs, which we receive verbally from the technician.  The customer approved the costs, and the unit was replaced.

Over a week later, the customer called requesting paperwork on the non-covered costs.  We do not received such paperwork, but to assist the customer, we requested it from the technician’s office directly. They advised us that they would send it to the customer.

After another week the customer called back, requesting the information again.  We offered to provide the information verbally(which is how we receive it), but the customer demanded it in writing.

Per their complaint, they are now disputing the non covered costs that were explained to them and approved over two weeks ago.  We have requested the invoice from the technician to be sent to them to fulfil their request, but have no means to force the technician to do so. They are demanding a refund from our office, of monies paid to the technician’s office, for work that they already completed. As the costs were not covered by our Contract, and approved and paid by the customer, there is nothing for us to refund, and we will not do so.

Sincerely,

**** ******

Escalated Special Handling

Consumer Response:
Complaint: ********

I am rejecting this response because: We did not find the leak until Dec 27th as stated in my letter. They use sub standard contractors (One man operations, no response from voice mails, not capable of performing major task). They give you the option of finding a tech, but their process discourages many reputable companies from dealing with this warranty company. No major plumbing companies were ever sent by this warranty company. They put the burden on you to chase down the vendors that they give you to use. There was no issues with labor difficulties or obtaining parts. We simply asked them to intervene with their contractor to obtain some invoice showing what was done and the cost breakdown. Surely they should have some rapport with the people they send to your home for service work. Maybe something in writing as to the scope of work performed would hold them accountable to an explanation of services.  Of course  I am disputing the charges, anyone would that received no invoice of a service performed!!!
   
Sincerely,

**** *******

1/21/2016 Problems with Product/Service | Complaint Details Unavailable
1/19/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: HOME WARRANTY THROUGH LOCAL REALTOR WAS IN HOME PURCHASE CONTRACT. SHORTLY AFTER MOVING IN HAD PROBLEMS WITH WATER HEATER. CONTACTED HWA TO GET TECHNICIAN. THEY STATED THEY WOULD HAVE TO GET BACK TO ME AS THERE WAS NO ONE IN AREA. CALLED BACK SEVERAL TIMES STILL NOTHING THEY STATED I COULD HAVE REPAIRS/REPLACEMENT DONE BY LICENSED CONTRACTOR AND SUBMIT TO THEM. IF THEY APPROVE IT I MIGHT SEE MY MONEY IN 4-6 WEEKS. I CONTACTED REALTOR. I CALLED BACK AND REQUESTED A SUPERVISOR. NO CALL BACK BUT EMAILED THAT THEY HAVE A PLUMBER THAT WOULD BE CALLING. I WOULD HAVE TO PAY 100.00 TO GET THEM TO COME OUT AND EVALUATE THE HEATER. THEN THEY WILL HAVE TO CALL HWA FOR APPROVAL. I FELT LIKE I WAS BEING SCAMMED. I LOOKED UP THIS COMPANY AND FOUND HUNDREDS OF COMPLAINTS. MOST STATED THAT ONCE YOU GOT THE TECHNICIAN THERE THEY WOULD KEEP THE TECH ON THE PHONE WAITING FOR APPROVAL AND ONCE YOUR 100.00 IS USED UP THEY WILL DENY THE CLAIM OR TRY TO GET THE TECH TO GIVE DISCOUNT OR DO SUB-STANDARD REPAIR/REPLACEMENT. SERVICE PERSON SHOWED UP DETERMINED IT NEEDED REPLACEMENT CALLED HWA. REP ASKED ALL QUESTIONS THEY ALREADY HAD RECEIVED AFTER TECH TALKED 40 MINUTES HE WAS HUNG UP ON WHEN CALLED BACK THE EW PERSON HAD NO IDEA WHO HE TALKED TO AND STARTED ALL OVER TECH TOLD HIM HE HAD TO HAVE AN APPROVAL OR HE WAS LEAVING. NO APPROVAL. THIS WAS A SCAM I'M OUT 120.00 BECAUSE IT WENT LONGER AND SAME DANGEROUS WATER HEATER IN PLACE. THIS SERVICE WAS MISREPRESENTED. THERE IS NO DOUBT IN MY MIND THAT THIS IS NOTHING BUT A SCAM.

Desired Settlement: I'M HOPING THAT IF ENOUGH PEOPLE COMPLAIN ABOUT THIS THE WORD WILL GET OUT AND THEY WILL NO LONGER BE ABLE TO SELL THIS SCAM SERVICE TO UNSUSPECTING HOME BUYERS.

Business Response:

January 13, 2016

Lucille ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: 11082391: Ford WI-2197417

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

The Customer purchased our Contract at the closing of his property on December 23, 2015, and moved into the property on December 26, 2015.

On January 6, 2016, the customer called and advised that two days prior, he noticed the hot water heater banging, a smell of gas in his laundry area, and sediment coming from faucets. A claim was processed for his Water Heater, and we were assigning a technician to diagnose  the unit.

The following afternoon, the customer called back to check on the status.  At that time we offered him the ability to get his own technician, to expedite the claim. He declined and the cancellation of the contract was discussed.

The next day, a technician was assigned and the customer provided him pictures of the unit.  Per the technician, the unit was leaking and improperly installed. The technician scheduled the service for Monday, based off the customers availability.  

On Monday, under a more in depth diagnosis, the technician reported that the 15 year old,  40 gallon gas water heater was leaking from the tank, due to age. Additionally,  the unit was improperly vented to the side of the house and not the roof. Per the water stains on the floor from the leak, the tank had been leaking for longer than the 3 weeks the contract hat been in place.  Per our contract, Section I.A.2:

“Malfunctions which existed on the Coverage Period Start Date will be covered only if the malfunction was unknown and could not have been detectable by visual inspection or simple mechanical test.”

We had requested the customer’s inspection, to determine if an issue with the water heater was known or could have been detectable by visual inspection or mechanical test. Per the partial document provided, the inspector advised  that the water heater was a safety hazard, and references a note later in the inspection, which was not provided.   We have requested the remainder of the document from the customer  to confirm the unit was in proper working order, but the customer will not provide it.  It would appear that the customer prefers to inappropriately discredit our service, rather than provide the documentation to allow us to review the issue.

As the customer has made no demands with his complaint, they are not looking for anything further from us.   To attempt to resolve the complaint, we request that the customer provide the remainder of the inspection document, or we offer a full refund of his Contract in the amount of $530.00, upon receipt of his written request to cancel.

Sincerely,

Carl ******

Escalated Special Handling

Business Response:

January 13, 2016

Lucille ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: Ford WI-2197417

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

The Customer purchased our Contract at the closing of his property on December 23, 2015, and moved into the property on December 26, 2015.

On January 6, 2016, the customer called and advised that two days prior, he noticed the hot water heater banging, a smell of gas in his laundry area, and sediment coming from faucets. A claim was processed for his Water Heater, and we were assigning a technician to diagnose  the unit.

The following afternoon, the customer called back to check on the status.  At that time we offered him the ability to get his own technician, to expedite the claim. He declined and the cancellation of the contract was discussed.

The next day, a technician was assigned and the customer provided him pictures of the unit.  Per the technician, the unit was leaking and improperly installed. The technician scheduled the service for Monday, based off the customers availability.  

On Monday, under a more in depth diagnosis, the technician reported that the 15 year old,  40 gallon gas water heater was leaking from the tank, due to age. Additionally,  the unit was improperly vented to the side of the house and not the roof. Per the water stains on the floor from the leak, the tank had been leaking for longer than the 3 weeks the contract hat been in place.  Per our contract, Section I.A.2:

“Malfunctions which existed on the Coverage Period Start Date will be covered only if the malfunction was unknown and could not have been detectable by visual inspection or simple mechanical test.”

We had requested the customer’s inspection, to determine if an issue with the water heater was known or could have been detectable by visual inspection or mechanical test. Per the partial document provided, the inspector advised  that the water heater was a safety hazard, and references a note later in the inspection, which was not provided.   We have requested the remainder of the document from the customer  to confirm the unit was in proper working order, but the customer will not provide it.  It would appear that the customer prefers to inappropriately discredit our service, rather than provide the documentation to allow us to review the issue.

As the customer has made no demands with his complaint, they are not looking for anything further from us.   To attempt to resolve the complaint, we request that the customer provide the remainder of the inspection document, or we offer a full refund of his Contract in the amount of $530.00, upon receipt of his written request to cancel.

Sincerely,

Carl ******

Escalated Special Handling

Business Response:

January 18, 2016

Lucille ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: **** WI-2197417

Dear Ms. ******:

We have received the customer’s response.

The customer has not provided the requested information from the inspection of the unit.  We are not looking for what he states the inspector informed him of.

The technician that inspected his unit found signs of long term leakage.  We did not state the customer reported leakage in our initial response..

We have no information about the customers allegations of misrepresentation by the real estate agency, nor does the customer support this allegation. 

We also have an established history of covering claims, and the funds to do so.  It would seem that the customer is looking at 3rd party websites, which show either unverified customer complaints, or complaints that we have addressed.  They do not show the hundreds of thousands of covered claims, because people do not complain about them.

The customer alleges that the diagnosis of the unit created a dangerous situation, but their inspection from prior to closing, advises that the unit was a safety hazard before the technician even came to the home..

The technician calls our office to provide their diagnosis of the unit, which they did.  We did not hang up on the technician.  It is not the customer’s prerogative to advise our office when we have the information needed to decide whether a claim is covered.  

Per the technician, it is a safety issue for the venting to be installed through the side of the house for a conventional heater.  The vent should have been installed through the roof. 

From no demand, the customer  is now demanding the cost of a replacement unit, a refund of his ‘tip’ to the technician, and an apology.  We have made our only offer in reference to this issue, and consider it closed, unless he provides the remainder of the inspection document, or a request to Cancel the Contract that he claims was misrepresented.

Sincerely,

Carl ******

Escalated Special Handling

Business Response:

January 18, 2016

Lucille Garcia

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: : **** WI-2197417

Dear Ms. *******

We have received the customer’s response.

The customer has not provided the requested information from the inspection of the unit.  We are not looking for what he states the inspector informed him of.

The technician that inspected his unit found signs of long term leakage.  We did not state the customer reported leakage in our initial response..

We have no information about the customers allegations of misrepresentation by the real estate agency, nor does the customer support this allegation. 

We also have an established history of covering claims, and the funds to do so.  It would seem that the customer is looking at 3rd party websites, which show either unverified customer complaints, or complaints that we have addressed.  They do not show the hundreds of thousands of covered claims, because people do not complain about them.

The customer alleges that the diagnosis of the unit created a dangerous situation, but their inspection from prior to closing, advises that the unit was a safety hazard before the technician even came to the home..

The technician calls our office to provide their diagnosis of the unit, which they did.  We did not hang up on the technician.  It is not the customer’s prerogative to advise our office when we have the information needed to decide whether a claim is covered.  

Per the technician, it is a safety issue for the venting to be installed through the side of the house for a conventional heater.  The vent should have been installed through the roof. 

From no demand, the customer  is now demanding the cost of a replacement unit, a refund of his ‘tip’ to the technician, and an apology.  We have made our only offer in reference to this issue, and consider it closed, unless he provides the remainder of the inspection document, or a request to Cancel the Contract that he claims was misrepresented.

Sincerely,

Carl ******

Escalated Special Handling

Consumer Response:
Complaint: ********

I am rejecting this response because: The water heater was not leaking water! the signs he saw was from a wet basement condition that left corrosion on the shell. The tank has been inspected and is not leaking. The complaints I originally referenced were from the BBB. the gas valve and burner are in bad shape and was leaking.
your ads are hog wash such as

  • No age restrictions on your home and no inspections are required

National network of screened service technicians

When a covered item breaks down due to normal wear and tear, simply dial our toll-free number 24/7/365 and an authorized service technician will be dispatched by our

knowledgeable customer service representatives to handle your needs.

  • No Home Age or Model Restrictions

from what i could see all you satisfied customers are realtors

complaints are complaints!

Reviews

"They are the WORST possible home warranty company."

"They're not even able to provide coverage through local service providers."

"Repair man comes out, says my filter is dirty and leaves it at that."

Home Warranty of America

1371 Abbott Ct # A, Buffalo Grove, IL

Write a review

1.3

47 reviews

Sort by:

Most helpful

Toby ********

3 weeks ago

This company was recommended from the realtor and I wish I would have looked into them more. After our move, our refrigerator needed some work done to fix the issue with the ice maker not making any ice...the freezer side wasn't keeping ...More

Tiffany ******

2 months ago

The way they do business is very frustrating. As soon as my microwave is fixed I plan on canceling my service. My microwave was "fixed" in February of this year. I'm having the same exact issue. They only have 3 people in my area. One don't ...More

Vanessa ******

a month ago

Worst company ever. I am pregnant and have an infant and they are still dragging their feet with getting my heat fixed. I have an oil furnace and it took them 10 days and 3 tries to even send someone who works with oil heat. My issue was ...More

Frank T. *****

2 months ago

We've had 4 claims submitted on a recent home purchase - leaky kitchen drain, microwave, gas range, toilet issues. Each one was a disappointment. It takes weeks to find someone to come look at the issue and not a single issue was resolved ...More

Sean ******

4 months ago

ABSOLUTE WORST COMPANY EVER!!!! I have been hung up on 3 times and put on hold (or at least she thought) once and the rep never came back. Meanwhile i could hear them talking and laughing about claims and made references to peoples house ...More

jan *******

3 months ago

TERRIBLE!! They state that polybutylene pipes are covered up to $1000.00, however, they also say that the pipes were all recalled and therefore not covered. This company is a scam. They also use Cummings Plumbing Inc., which is a huge ...More

********

3 months ago

Stay away from this company!! The way they treat customers is absolutely ridiculous! I had a fridge claim that I submitted for repair. They Came out and fixed it, I paid the trade fee, AND they covered the additional cost more than what ...More

nick ****

3 weeks ago

Terrible and dishonest company. They will fabricate every excuse in the book to not repair or replace an appliance. Total waste of money. Scam!

Anna *********

4 months ago

NIGHTMARE WARRANTY! If I could give zero stars, I would!! We purchased a new home and the warranty a little over a month ago. The air conditioner in our home stopped functioning and we were forced to submit a claim with HWA. I contacted the ...More

these ar just a few

Guess ill see you in a wisconsin court house soon!
Sincerely,

Doug ****

Consumer Response:
Complaint: ********

I am rejecting this response because: The water heater was not leaking water! the signs he saw was from a wet basement condition that left corrosion on the shell. The tank has been inspected and is not leaking. The complaints I originally referenced were from the BBB. the gas valve and burner are in bad shape and was leaking.
your ads are hog wash such as

  • No age restrictions on your home and no inspections are required

National network of screened service technicians

When a covered item breaks down due to normal wear and tear, simply dial our toll-free number 24/7/365 and an authorized service technician will be dispatched by our

knowledgeable customer service representatives to handle your needs.

  • No Home Age or Model Restrictions

from what i could see all you satisfied customers are realtors

complaints are complaints!

Reviews

"They are the WORST possible home warranty company."

"They're not even able to provide coverage through local service providers."

"Repair man comes out, says my filter is dirty and leaves it at that."

Home Warranty of America

1371 Abbott Ct # A, Buffalo Grove, IL

Write a review

1.3

47 reviews

Sort by:

Most helpful

Toby ********

3 weeks ago

This company was recommended from the realtor and I wish I would have looked into them more. After our move, our refrigerator needed some work done to fix the issue with the ice maker not making any ice...the freezer side wasn't keeping ...More

Tiffany ******

2 months ago

The way they do business is very frustrating. As soon as my microwave is fixed I plan on canceling my service. My microwave was "fixed" in February of this year. I'm having the same exact issue. They only have 3 people in my area. One don't ...More

Vanessa ******

a month ago

Worst company ever. I am pregnant and have an infant and they are still dragging their feet with getting my heat fixed. I have an oil furnace and it took them 10 days and 3 tries to even send someone who works with oil heat. My issue was ...More

Frank T. *****

2 months ago

We've had 4 claims submitted on a recent home purchase - leaky kitchen drain, microwave, gas range, toilet issues. Each one was a disappointment. It takes weeks to find someone to come look at the issue and not a single issue was resolved ...More

Sean ******

4 months ago

ABSOLUTE WORST COMPANY EVER!!!! I have been hung up on 3 times and put on hold (or at least she thought) once and the rep never came back. Meanwhile i could hear them talking and laughing about claims and made references to peoples house ...More

jan *******

3 months ago

TERRIBLE!! They state that polybutylene pipes are covered up to $1000.00, however, they also say that the pipes were all recalled and therefore not covered. This company is a scam. They also use Cummings Plumbing Inc., which is a huge ...More

********

3 months ago

Stay away from this company!! The way they treat customers is absolutely ridiculous! I had a fridge claim that I submitted for repair. They Came out and fixed it, I paid the trade fee, AND they covered the additional cost more than what ...More

nick ****

3 weeks ago

Terrible and dishonest company. They will fabricate every excuse in the book to not repair or replace an appliance. Total waste of money. Scam!

Anna *********

4 months ago

NIGHTMARE WARRANTY! If I could give zero stars, I would!! We purchased a new home and the warranty a little over a month ago. The air conditioner in our home stopped functioning and we were forced to submit a claim with HWA. I contacted the ...More

these ar just a few

Guess ill see you in a wisconsin court house soon!
Sincerely,

Doug ****

1/19/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 12/28 - Found leaking water heater in garage. Immediately reported to HWA and requested service. HWA's vendor, Athena Plumbing, called stating their soonest availability was 12/30. 12/30 - Athena arrived and confirmed water heater needed replacement. Athena informed me that piping and circulating pump would likely be uncovered as "modifications" by HWA, per HWA contract. HWA called me following Athena's visit requiring authorization for "modifications" which would be my expense and I would have to pay Athena directly. The modifications were: 1. Water Line Modification $125 2. T & P $85 3. Circulating Pump Replacement $225 I told the first representative that I would review the costs and call back to provide authorization. The first representative clearly stated, multiple times, on a recorded line that this was for parts and labor. I reviewed the costs with my plumber who confirmed they are fair, and called back to provide my authorization - but not until asking the second representative, on another recorded call, about the circ pump replacement. He confirmed to me that because the circulating pump is not broken, but being replaced as required for the water heater, it is considered a modification. Based on representations made by two HWA employees, I authorized the cost including the circulating pump replacement. I will reiterate - THESE CALLS WERE RECORDED. That evening, Athena arrived to replace the water heater, including my share of modifications. Upon completion, I noticed that the same circulating pump had been piped in (note that pumps attach in two locations and the labor to reinstall would be part of the water line modifications). Athena told me I had to take it up with HWA. I called HWA immediately to report the non-replacement and demand $225 refund. I was told that they would contact Athena and call me back. They did not. 1/6 HWA claimed they would review recorded calls and get back with me. They did not.

Desired Settlement: I am demanding an immediate refund of $225. Two separate employees in the authorizations department clearly stated, in multiple contexts, that $225 was for replacement of the circulating pump. Subsequently, employees have stated that Athena meant that the $225 was only for the labor to replace existing pump. What Athena "meant" is not my concern. The representations were made by HWA, with whom I hold a contract with. The "water line modification" included several feet of new piping, and soldering two connections to an existing circ pump is clearly part of a water line mod. If this matter is unresolved through BBB, I will be filing a small claims action.

Business Response:

January 19, 2016

Lucille ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: ******* AZ-961014

Dear Ms. ******:

We have received the customer’s complaint and are providing the following response.

On December 30, 2015, The technician who diagnosed the failure with the customer’s water heater reported their findings to our office.  Included with their diagnosis to replace the water heater, were non-covered modifications to the customers piping, to accommodate the new unit.   Per the customer’s contract, section VII.J:

“Unless the optional coverage for such is purchased, HWA is not liable for repairs related to costs of construction, carpentry, or other incidental costs associated with the alterations, modifications, or upgrades of all appliances, components or installation of different equipment and/or systems.”

Per the technician, the replacement water heater required pipe modifications to the fresh water line, the temperature and pressure line, and the line for their circulating pump.  She was advised of these charges, which included an explanation that this was not for a replacement pump,  on December 30, 2015, and approved the costs the same day, again with clarification that it was for modifications of the line to the pump and not the pump itself.   (The customer was advised that the pump is still eligible under the warranty when she approved the non covered costs. )

Thus, the $225.00 that she is demanding was for pipe modifications for her circulating pump, which was a non-covered cost that she approved and paid, and not a replacement pump.  We decline her demand to reimburse.  

Sincerely,

Carl ******

Escalated Special Handling

Consumer Response:


Complaint: ********

I am rejecting this response because: I would like the transcripts or recordings of both phone calls with your authorizations department because your report is inaccurate.


Sincerely,

Whitney *******

Business Response:

January 19, 2016

Lucille ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: ******* AZ-961014

Dear Ms. ******:

We do not provide customers call recordings or transcripts of calls. We review calls, and based upon those reviews, we address a customer’s concerns.

In this case, we reviewed the calls, confirmed what we told the customer and we will not reimburse for non covered pipe modifications.  

Sincerely,

Carl ******

Escalated Special Handling

1/11/2016 Problems with Product/Service | Complaint Details Unavailable
1/11/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted Home Warranty on 12/29/2015 to file a claim for my sump pump not working correctly. The pump was continually running and water was running back into the sump basin. The company sent their service contractor out from 'Centerguard Plumbing' to address the issue. The service contractor did not identify the issue causing the pump to work incorrectly and requested I pay them $60 deductible, which was paid in full via check. When the service contractor was at our location I clearly explained the problem and stated it was an issue with the check valve because water could be heard running back into the basin. Our sump continued to function incorrectly. I followed up with Home Warranty and explained my issue. They stated that they would need to send out another contractor and I would be charged an additional $60. Several days later we had the check valve replaced and the sump has worked perfectly since. I have the old check valve that clearly shows the seal had broken, which is what I orginially explained to Home Warranty's service contractor. I am requesting Home Warranty refund my $60 deductible because the service contractor they sent did not identify the problem, did not offer a resolution, but took my money anyway.

Desired Settlement: Please request Home Warranty refund my $60 deductible payment since they did not send out a plumber who was capable of repairing the issue. Coverage under my policy with Home Warranty clearly states this part should have been fixed.

Business Response:

January 11, 2016

Lucille ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: 11077820: Pell  TX-1724030

Dear Ms. ******:

We have received the customer’s complaint, and provide the following response.

On December 29, 2015, the customer filed a claim for his sump pump, reporting a number of different concerns in reference to his primary and backup systems.

Per our Contract, we sent a technician to investigate the issue.  The technician went to the customer’s home and found the eligible primary pump functioning properly. He collected the trade fee that was paid by the customer.  

A few days later the customer reported that he did not think the technician addressed the issue.  We offered to file a recall to send the technician back to re-evaluate the situation, but the customer wished to hold off, and made sure it was noted that the problem was reported so he would not have to pay an additional fee.  

It would appear that there was a disagreement between the customer and the technician in reference to the failure, and rather than have the technician return under a recall, the customer called a different technician, to address the issue outside of the Contract.  They are now wanting us to reimburse the trade fee that was paid to the technician.

We decline their request, as the technician performed the diagnosis, and would have returned to readdress the stated failure, had the customer allowed.    

Sincerely,

Carl ******

Escalated Special Handling

Consumer Response:
Complaint: ********

I am rejecting this response because: it is unreasonable for the business to request a customer accept the same action that was previously provided by them which did not lead to a resolution. Abiding to their request to send out an additional contractor involves the client taking time off of work, being present for a 4hour+ time window, and potentially incurring additional charges. The original contractor sent by the business should have listened to the customer's explanation of what was wrong with the sump and provided a solution. The issue was easily identified by a professional who was not connected to Home Warranty.

Sincerely,

Christopher ****

1/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: HWA clearly states on their website, in their contract and also verified through a sales rep that a home inspection is not required. However, when we go to file a claim they say that a home inspection is required. They have horrible customer service and already have many bad reviews of this company. We've tried to file several service requests and are told each time that a home inspection is required.

Desired Settlement: I want a full refund of the purchase about with out proration or administrative fees. Otherwise, the company should be shut down and not allowed to take people's money.

Business Response:

December 30, 2015

Lucille ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: Pierce  GA-2027185

Dear Ms. ******:

We received the customer’s complaint, and have spoken directly with the customer to address the issue.  We are currently waiting for the requested information from the technician, who states he has contacted the customer to re-evaluate the installation.

Sincerely,

Carl ******

Escalated Special Handling

1/10/2016 Problems with Product/Service | Complaint Details Unavailable
1/8/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I just bought a house about two months ago, along with a home warranty (provided by the company named in this complaint). Three days ago, I awoke to the sound of rushing water underneath the house. Looking underneath the house revealed feet of water and rising, as well as no water pressure inside the house (thus, no sinks/shower/etc. were working). Upon calling HWA (the company named), they gave me the number of their service individual (Cole HVAC). He did not come out until 3 days later, knowing that we had no water (it had to be turned off to prevent further flooding). When he did arrive, he refused to make the repairs and wouldn't even venture under the house - not even one inch - to see what was happening due to some water still left in there (a lot of it drained). After he left, we called HWA again and they recommended that we find someone to our liking to get a quote. We contacted Conway Services (with whom we'd had no prior contact) due to their many 5 star reviews. They came out that day, crawled under the house and determine that, due to the rotten/brittle piping underneath there,, the only repair that could fix the problem was to replace all of that rotten piping. The existing pipes simply won't accept a new section. The price quoted was $8,976. When we informed HWA of the findings, they requested to talk to Jessie, the Conway technician, and he explained it to them. After that, we spoke with them and they said they would only give us $215 to fix the problem. My finance (who lives there with me) and I went round and round with them, eventually talking to Sarah, a manager, who wouldn't initially take the call (went to voicemail). She wouldn't increase the amount they were willing to pay and at that point we decided to contact the attorney general and the BBB (which we informed her we would be doing). Their contract clearly states that this type of repair is included, but they won't perform the work, so we are going through legal channels.

Desired Settlement: We desire for HWA to pay us $8976 to cover the cost of the repair to be performed by Conway Services or some equivalent company (licensed, bonded, insured, excellent BBB rating, excellent reviews online, etc.), not by 'some guy' who doesn't meet any of these standards (and who they first sent out and refused to do the work). Currently, we are still without water.

Business Response:

December 28, 2015

Lucille ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: ******** TN-2117558

Dear Ms. ******:

We have received the customer’s complaint, and provide the following response.

On the afternoon of December 24, 2015, the customer advised us of a water leak in their crawlspace.  We assigned a technician the same day, who advised us that they would service that day.

On the afternoon of December 26,  2015, we were advised that there was a foot of water in the customer’s crawlspace, with a drop off, and that the water would need to be removed for the technician to properly diagnose.  The customer declined to address the standing water for the technician to diagnose.

As a courtesy, we offered the customer the option of getting their own technician(if they could find one willing to address the issue in water), advising that they would need to call us with diagnosis prior to doing any work  and that we would provide reimbursement based on our costs.

The customer’s vendor called back, advising that 2-3 feet of pipe was leaking in the crawlspace(water was knee high), and they wanted to repipe the entire crawlspace.  Per our contract section VII.C:

“HWA is not responsible for providing access to or closing access from any covered item which is concrete-encased or otherwise obstructed or inaccessible (including but not limited to beneath crawl spaces, floor coverings, systems, cabinets, etc.).”

Additionally, per section I.B.7:

““Covered Systems and Components” means systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown.”

The customer’s crawlspace is filled with a foot of water, that a technician cannot be expected to stand/kneel in to diagnose/repair/replace piping.  Access would need to be provided. Plus, all of the piping in the customer’s crawlspace is not inoperative.  There is a leak in only 2-3 feet of piping. The warranty would not replace the all of the customer’s functional piping.  We would address only the piping that failed.

The customer has advised that they are addressing this through legal channels, so we are waiting to hear from their representation.

Sincerely,

Carl ******

Escalated Special Handling

1/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our HVAC unit went out and we were assigned to a local business to replace it. The local business came out and discovered that it needed to be replaced, so they did. But, the unit doesn't fit the existing exterior metal duct work correctly and is, therefore, collecting water on top of the duct and beginning to show signs of rusting. It will eventually rust through, exposing the protected air carrying ducts to the outer elements. I filed another claim and HWA is denying it. The local company should have made it right the first time.

Desired Settlement: I want Assured Heating and Air to come back out and get the problem corrected without having to file another claim. It is not my problem that they didn't connect it correctly the first time. They are responsible and they need to fix it.

Business Response:

Re: ********: ******  TN-835265

Dear Ms. Garcia:

We have received the customer’s complaint, and provide the following response.

In late 2014, the customer’s HVAC system went out, and was replaced under Contract. At that time, the customer expressed concerns that the unit was not properly sealed, so the technician returned and sealed the unit at no cost.

Approximately a year later, the customer reported water and debris build up where the system attaches to the home. Per the technician, the duct settled normally and  there is no mechanical failure with the system. They offered the customer a quote to reinstall the duct, but could not guarantee that the duct will not settle again.

The customer claims that “that they didn't connect it correctly the first time.” and  “They are responsible and they need to fix it.” The ‘they’ in question refers to the technician.   (We assume that the customer’s only complaint about us and this issue, is we are not sending the technician back again to perform a repair under contract, because per the technician,  the unit is still functioning properly.

The customer provides no support for their allegation that it was not fixed properly.  We would request that the customer provide such support, such as an invoice from a licensed technician, stating the specific failures with the install. Receiving that, the customer can address the issue directly with the technician as,  per Contract section VII.Q:

“HWA will not be the Authorized Repair Technician and HWA will not perform the Services hereunder. HWA will only subcontract with Authorized Repair Technicians that meet its standards. You agree that HWA is not liable for the negligence or the other conduct of the Authorized Repair Technician, nor is HWA an insurer of the Authorized Repair Technician’s performance.” 

Sincerely,

Carl ******

Escalated Special Handling

Consumer Response:


Complaint: ********

I am rejecting this response because:

I have pictures, which I have forwarded to this BBB. HWA needs to send out the technician. I am their client. Is HWA not going to stand up on my behalf? Assured Heating & Air is obviously denying any wrong doing. A lack of character exists within their ranks.

Sincerely,

Keith ******

Business Response:

January 5, 2016

Lucille ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: ******  TN-835265

Dear Ms. ******:

We have received the customer’s rebuttal, and provide the following response.

We have the diagnosis, from a licensed technician, stating the unit was properly installed..

The customer states it wasn’t, and we are asking for a statement from a licensed technician to confirm. We are not asking for pictures that the customer has taken of the issue.  We are asking for a technician’s diagnosis confirming the customer’s opinion.

The customer is wanting us to ‘stand up’ on his behalf,  but rather than provide  the information we are requesting, he is taking pictures and questioning the technician’s character.

We are not going to send a second opinion, at our cost, to support the customer’s opinion, without confirmation that the installation was improper.

Sincerely,

Carl ******

Escalated Special Handling

1/6/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Our dryer broke down and would not heat up. They sent a repair company to fix the issue and I paid a $100 service fee. The issue was never fixed because the dryer still did not heat up, but they claimed to replace the coils. I called and said the issue was not fixed and they sent a second technician to fix the issue. The technician said the first technician should have replaced the igniter but didn't then tried to charge me a second $100 service fee because it was a separate issue. I refused to pay because they never fixed it in the first place. The home warranty company then canceled my policy and the customer service representative refused to let me speak to her supervisor.

Desired Settlement: An apology and reinstatement of my policy.

Business Response:

December 23, 2015

Lucille ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: ********: Irle IL-1589878

Dear Ms. ******:

We received the customer’s complaint and provide the following response.

On December 4, 2015, the customer filed a claim on his dryer, reporting that it was not properly drying since the end of November.  

On December 10, 2015, the technician went to the property and repaired the unit. Prior to leaving the property, they tested the unit and found it functioning properly

On December 20, 2015, the customer called back, and reported that he returned from vacation and found the unit not drying. He was not sure if it had ever worked.

Yesterday, the technician returned to the property and performed a new repair. As this failure was not related to the initial failure, a new fee was due.

We advised the customer that a fee was due, he disagreed, and threatened to file this complaint.

After they filed the complaint, but before it was received by our office, the customer called back, and the dispute was resolved.

Sincerely,

Carl ******

Escalated Special Handling

1/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had purchased an option which contains cleaning out a septic tank and paid an additional amount to replace items that are broke once they opened it. I called to have it pumped out so they sent out Milty Brothers who complained the whole time. They wound up charging an additional 45.00 dollars because they had find the tank and then dig down to it. I wasn't told or seen in the contract where I had to pay for any of that. I had my mother here because I had to work to oversee it all. She wrote the check out notr knowing the deal. The contract said to pay 100.00 for a service call and that's it NO MORE... HWA would not back up their contract to refumnd the additional 45.00 that Milty had charged me. I spoke with Milty Boys septic and never could get a straight answer and was never called back. HWA would never call me back either even after asking for the manager so the issue was never resolved. I had no idea where the septic tank was at because I has just bought the house 5 years ago and was never told digging a 6 inch hole would cost an additional 45.00 even though the contract said the service call would only be 100.00. I took pictures of the hole they dug and left a portion uncovered with dirt clods lying about that the lawn mower wouldn't go over. They did a very lousy job! The 45.00 will not make or break me but I would like that they hold up their end of the contract. Thanks for listening

Desired Settlement: I would like the 45.00 to be refunded back to my account. I have been with this company ever since I bought the house and really no problems until now.

Business Response:

January 4, 2016

Lucille ******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006           

Chicago, IL  60611

Re: 1021291: Heath  OK-479152

Dear Ms. ******:

We have received the customer’s complaint and provide the following response.

Per the Contract, Section VI.E, (septic tank pumping) excluded:

“The cost of gaining or finding access to the septic tank - the cost of sewer hook ups - Disposal of waste - Chemical treatments – Tanks - Leach lines - Cesspools - Mechanical pumps/systems.”

The technician charged $45.00 to dig up the lid for the tank, to be able to pump the waste from the tank. The explanation for this charge was referenced on the customer’s invoice. This was in addition to the $100.00 trade fee that was assessed to the customer. 

Procedurally, the technician should have advised us or the customer of this charge, prior to moving forward with this issue.  We cannot address whether this was done or not, but the lid needed to be accessed to pump the tank.

We are not liable for the access cost, and will not reimburse the customer the cost to access the tank to pump the waste.

Sincerely,

Carl Hewelt

Escalated Special Handling

Consumer Response:


Complaint: 11021291

I am rejecting this response because:

This should have been explained beforehand by  HWA when setting up the service call and Milty Septic. before they started digging. Nothing was ever said until they told her to write the check for 145.00.

I have yet to see the clause after paying extra last year for this specific service.

It states 100.00 for any service call or less and of course its never been less.

I feel it should have been stated beforehand by both parties or a written agreement that's signed and sealed instead of waiting until the service was provided.

Not to mention the mess they made by not completely covering the hole back up and leaving big chunks of dirtclods in my grass.

I would never give either company a good recommendation.

Paying HWA almost 700.00/yr for the past 5 or 6 yrs now it seemed like they would back up their customer.

Guess not?

No, I am not happy with the service from either party involved.

Thanks,

Brock *****


Sincerely,

Brock *****

1/4/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
12/31/2015 Problems with Product/Service | Complaint Details Unavailable
12/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a home in April 2015. As part of the terms of the sale, the sellers paid for a one year home warranty through HWA. The warranty covers items such as a water heater. The water heater stopped working in early December 2015. I contacted HWA and they sent out Benjamin Plumbing to respond. I paid $100 for the service call. The technician examined the water heater could not figure out the reason the water heater stopped working and relit the pilot light. He said that he would leave the ticket open and to call back if it stopped again for replacement. The water heater stopped working on December 20th. I contacted Benjamin plumbing. The technician arrived, spent less than a minute looking at the water heater (did not in any way examine it) and took a picture. He then engaged in a call with HWA out of my ear shot. I was then told by HWA and this technician that there was a previous bad repair made on the heater that was the cause of it not working properly. I believe that HWA and Benjamin plumbing have conjured up a false reason to avoid replacement of the water heater. Through this company's callousness and eagerness to avoid replacement of an item under warranty, my family with a young child is left without hot water in 30 degree weather.

Desired Settlement: Replacement of water heater

12/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In December 2014 I requested cancellation of my hearing and cooling service because I did not want Direct Energy HWA auto withdrawing money from my account. The male customer service representative I spoke with in December 2014 via the phone gave me the impression that the service was canceled and I would not have the auto withdrawals. On December 4, 2015 my account had a transaction which overdrew my account by $191.88 and caused a $36 overdraft fee for another transaction. I canceled the service again December 4, 2015 with Direct Energy HWA and informed them that I was going to report them to the BBB. I would like a refund of the $191.88 and the $36 for the second overdraft fee I incurred.

Desired Settlement: I would like a refund immediately of the $191.88 which includes an overdraft fee plus $36 for an additional overdraft fee I incurred from another transaction that resulted from this one.

Business Response: December 10, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: 10983655:****** IN 954389

Dear Ms. ******:

We have received the customer’s complaint, and provide the following response.

In November 2014,  Ms. ****** called our company to schedule her annual maintenance.  At that time, she complained that her payment was taken out causing an overdraft and wanted the automatic withdrawal stopped.   At that time she was given the contact information for the department that would address that concern, and was advised to call them directly to make the arrangement.

This was not done by the customer.

So, this year, when the automatic payment was scheduled to occur, it happened as normal.   When the customer requested cancellation on the day of renewal, we processed it and returned her monies in full as of December 7, 2015.  We will not pay for penalties charged by her financial institution.

Sincerely,


Carl ******
Escalated Special Handling

12/18/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
12/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The home warranty was purchased as part of the home purchase. Shortly after purchasing the home, the water main apparently busted. I contacted Home Warranty of America, set up a claim, and scheduled a plumber to come diagnose the problem. The plumber found that the water main was leaking underneath the house, which according to the policy would be covered. After several calls spanning a few days, I was finally told that the warranty company got a hold of the diagnoses from the plumber and they claimed that the leak was outside the footprint of the home and therefore not covered. I explained that the diagnoses they are explaining was incorrect was requested that they contact the plumber for clarification. I was told several times that I would be hearing back from them the same day or the next morning. I never once received a call. Every time I call, I'm told I have to be placed on hold while they attempt to call the correct customer service representative. Every time, I am told that the person is not available and no further information has been obtained. I strongly feel that I was given incorrect information in an attempt to avoid paying on the claim. Due to this delay, I have not been able to move into the home I bought. The move in date will have to be moved back at least three more weeks from the original anticipated date.

Desired Settlement: I request immediate explanation of the delay. When the correct diagnoses is finally delivered, I request the claim to progress in a timely manner and that the services that I was guaranteed by the contract be provided immediately.

Business Response: December 7, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006   
Chicago, IL  60611

Re: ********: Montgomery  KY-2127043

Dear Ms. ******:

We have received the customer’s complaint, and provide the following response.

On October 30, 2015, the customer opened a Home warranty with our company.

On November 11, 2015, they noticed a leak in their crawl space.

On November 20,  2015, they called us to advise of the leak, and we, per Contract, assigned a technician to investigate.

On November 30, 2015,  The customer called looking for a status update. We called the technician’s office, who did not have a complete diagnosis., and advised they would call us back.

On December 1, 2015, the customer called again, looking for a status update.  We called the technician, who stated that the customer has 60 feet of water service piping that needs to be replaced outside the home.   Per our Contract, section I.A.1:

“During the Coverage Period, HWA’s™ sole responsibility will be to arrange for an Authorized Repair Technician to provide Service(s) for Covered Systems and Components located on the Covered Property in accordance with the definitions, terms and conditions of this Contract.”

To define, Section I.B.7:

““Covered Systems and Components” means systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown.”

As the issue is outside the home, it would not be eligible under the Contract.  The customer disputed the diagnosis stating that the failure is beneath the home.  We called the technician again who advised that the issue is with 60 feet of piping the metering device, both outside the home, and they do not address this type of issue.  Due to the diagnostic dispute and the technician not addressing this type of issue, we have sent a second opinion, at no cost to the customer.

We are sorry that the customer strongly feels that we are trying to commit fraud, and has reported his opinion in this manner.  We have followed our Contract and we will continue to do so when we receive the new diagnosis.   

Sincerely,

Carl ******
Escalated Special Handling

12/16/2015 Problems with Product/Service | Complaint Details Unavailable
12/16/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: HWA does not provide billing information in their website for your account and even if you are due a payment they won't bill you or send you notification that a payment is due. Therefore, if you have a claim, they will deny it saying that a payment is missing and that your contract is not in order.

Desired Settlement: I have no confidence that this business will fulfill their end of the transaction even if I paid for the amount they say I am due. Since they provide no billing and don't communicate about payments that are due or not received, they clearly use this to limit their fulfillment of services needed.

Business Response: November 12, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: 10944084: *********  IL-1874779

Dear Ms. ******:

We have received the customer’s complaint and provide the following response.

On July 7, 2015, we received an order for a contract on the customers property. The contract cost was $475.00, and we received a check with the order, in the amount of $370.00.  We contacted the customer’s agent in reference to the short payment for the coverage, and sent the customer an invoice stating there was an outstanding balance on the contract.

On July 17, 2015, additional coverages were added to the contract and paid for at that time.

On July 30, 2015, the customer’s agent responded to our request for payment, called us, and advised they were mailing the credit card info, to make the payment.

This payment was never provided to our office.  Per Contract section II.B:

“Home Owner’s coverage begins on the Coverage Period Start Date and ends on the last day of the Coverage Period provided payment is made in full on or before the Coverage Period Start Date, subject to a 14-day payment grace period if the Contract was entered into as part of a real estate transaction and ordered by a licensed real estate professional, title company or financial institution.”

So when the customer called us to file a claim November 5, 2015, we advised that we were still waiting for the payment.

Per their complaint, we requested the payment from the customer’s realtor, and advised the customer of the outstanding balance in July.  We are sorry that they lack confidence in us, after the payment was not provided after we requested it in July.  

Sincerely,


Carl ******
Escalated Special Handling

Business Response: November 19, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: 10944084: *********  IL-1874779

Dear Ms. ******:

We have received the customer’s rebuttal  and provide the following response.

As we stated, We “ sent the customer an invoice stating there was an outstanding balance on the contract.”  This was not the seller…this was the party who then had the coverage, i.e. the buyer. So we did advise the customer that a balance was due.

The customer is questioning how he can purchase coverage, if there is still an amount due on the contract. When the customer called us to file a claim, we requested the outstanding payment. At that point, the customer requested cancellation.

As of November 13, 2015, the outstanding balance was paid.

Sincerely,


Carl ******
Escalated Special Handling

Consumer Response:


Complaint: 10944084

I am rejecting this response because AHW has not said that the claim I called to make will be accepted. In addition, they never sent me an outstanding bill, but did take payment for a higher policy. How is this acceptable business practice? In addition, I didn't pay the remainder of the policy. 

Sincerely,

Roberto *********

12/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our thermostat does not respond to attempts to adjust temperature. HWA tells us that our thermostat isn't really a thermostat, but instead it is part of an "electronic / computerized control unit" and is therefore not covered. It appears to me that that description is vague enough that they could deny any thermostat under that language. The days of the mercury/dial thermostat are long gone; they are all electronic now. If there are components in our thermostat that wouldn't be covered if they failed, that's a separate issue. Whatever additional controls that are present did not fail; the thermostat failed. If replacing the thermostat that is covered also replaces other components, so be it. The thermostat is the component that failed and should be covered.

Desired Settlement: I would like to have my thermostat covered under the home warranty. The thermostat failed, not the other components, so the thermostat should be covered.

Business Response: December 4, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: 10978140: Bradley  TX-2007255

Dear Ms. ******:

We have received the customer’s complaint, and addressed the issue directly with the customer.

Sincerely,


Carl ******
Escalated Special Handling

12/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have purchased a Home warranty this year and they are not providing service as per contract. I have plumbing issue since last one month and vendor is not coming to fix the problem. I

Desired Settlement: if you HWA cannot honor the contract please refund my money

Business Response: December 1, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: ************** AL-1579115

Dear Ms. ******:

We have received the customer’s complaint, and provide the following response.

The customer opened this contract in February 2015.  In the 10 months of coverage, we have addressed six different claims for the customer, providing service per Contract.   For their last claim, we addressed the repair in September, the customer called to advise the leak is still occurring six weeks later, and we returned the claim to the technician that performed the prior repair.   If the technician has not scheduled the customer or the customer has not scheduled the technician, we would not have that information as neither has contacted us directly to advise, but have made sure both are aware of the claim and the need to schedule the service call.  We have resent the information to the assigned technician to schedule.

We would not provide the customer a full contract refund, in the amount of $1,685.00, after providing service for 10 months.  

Sincerely,


Carl ******
Escalated Special Handling

12/11/2015 Billing/Collection Issues
12/8/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a home owners warranty with Home Warranty of America. I filed a claim approx. Nov 14th, 2015. I explained to the warranty company what was happening and they setup an appointment with A-Quality Refrigeration for repair on 11-19-2015. The technician came out and looked at my Samsung washer (which is just over 2 years old), He stated that he could not touch the appliance because he was “not a Certified Samsung repair technician”. This cost me $60.00. I called HWA and informed them that the repair technician they sent out said I needed a Samsung certified technician. HWA told me that they did not have Certified Samsung repair technician on their list of companies they use, and that I needed to find one and would be reimbursed. I found one, and they came out on the 25TH and diagnosed the problem. They ordered the parts, and installed them on the 23rd of November. And now HWA is refusing to reimburse me for this repair. I have been given several excuses as to why: 1). I need to show them HWA a copy of the home inspection from when I purchased the home (3 years ago). This doesn’t make sense since the washer is less than 2 years old; 2) I couldn’t prove to HWA that it was in working condition prior to getting the maintenance agreement; 3) HWA’s professional advisor says that this had to be broken prior to me obtaining a contract with them. HWA did state that they were going to pay me $180.00 of the $327.30 owed me out of “courtesy to me”. None of this makes any sense to me. I have had no problems with ANY of the warranty companies that I have used on the past. I explained to a lady named Irene that I was going to file a complaint with the BBB. She informed me that she wasn’t going to accept me making threats and that the call had to end now. She then proceeded to hang up the phone.

Desired Settlement: repaiment of the entire $327.30. I did exactly what they instructed me to do and now they are refusing reimbursement

Business Response: December 7, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: ********: ***** AZ-2140185

Dear Ms. ******:

We have received the customer’s complaint, and provide the following response.

On November 5, 2015, the customer called our office, and after confirming our All Star Contract provided coverage for her Washer/Dryer, ordered a Contract. (At this time she advised that she had a two different warranty companies prior, and wished to confirm we were not one she had before)

A week later, the customer reported that their washer was shaking and providing an error code. We immediately assigned a technician to diagnose the failure.

On November 19, 2015, the technician assigned reported that the two year old washer was severely shaking.   The technician called Samsung and was advised that the unit in question was known to be under numerous recalls with the manufacturer.  Per our contract, section VII.B.9:

“HWA™ is not liable for repairs related to: adequacy or capacity of appliances, components and systems in the home; improper installation, design or previous repair of appliances, components and systems: problems or failures caused by a manufacturer’s defect.”

At that point, as we were not aware if the failure was eligible under our warranty or the manufacturers, we advised the customer to contact a Samsung certified dealer, to confirm.

The customer called a Samsung technician, who advised the unit dampers had worn out. We verified with a technician, that this issue would have been a gradual process and would not have occurred suddenly in a single weeks use under the Contract. 

We offered the customer $182.00 to address the fees paid for service, and declined the washer repair.  The customer is cancelling her Contract.   

Sincerely,


Car* ******
Escalated Special Handling

Consumer Response:


Complaint: 10983217

I am rejecting this response because:

The appliance is not under any kind of recall.  So that statement is not true.  Samsung could not find any recall on this washer.  The technician HWA sent out thought this was true, but it was not.  Thats when HWA said they had no Samsung certified technician and that if I got one  then they would reimburse the monies I paid out.  HWA stated coming up with excuses as to why they declined payment after the parts were already orded.  As stated previously.  I keep getting different excuses as to why they declined payment.  I followed all instructions requested by HWA.  i.e find a Samsung certified technician (pay their diagnosis fee), get the repair  done and then I would get redimbursed.  I even asked HWA if they had a waiting period (on Dec 4th), to file a claim.  They said they did not have any waiting period.  the washer was not broke before I filed the claim (it is only 2 years old)  If my air conditioner broke today.  They could state that it was from normal wear and tear over time.  Everything breaks over time (normal wear and tear), that is why one obtaines a warranty.  I never stated I had two warrants at the same time. and I do not.  I stated that I have had contracts with several warranty compafnies on my home and rental property and have never had 5o go through this.  I should be due the total amounts HWA said they would pay if I followed their instructions for this claim.  If the latest reason as to why they dont want to pay my claim is true then they should state that in their contract.  They didn't have a Samsung certified technician to come and diagnose and repair but all of a sudden they have a Samsung specialist to state that the appliance failure was due to damage from a gradual process.  Where was this "specialist" when they sent out the company that knew nothing about Samsung and wanted me to find someone.  Now HWA is stating that the washer has known defeccts.  Where was all this expertise when they told me to get dsomeofne out to fix it and I would be reimbursed.

Sincerely,

Christine *****

Business Response: December 8, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: ********* ***** AZ-2140185

Dear Ms. ******:

We have received the customer’s rebuttal and provide the following response.

A Samsung expert is not needed to be able to tell that the dampers in a washing machine would not wear out and fail, with no prior indication, within a single weeks use.  

The warranty would not address a unit that was not in proper working order on the effective date of the contract.

We are providing reimbursement to the customer for their costs of the diagnosis, and that is all we are doing for the issue.

Sincerely,


Carl ******
Escalated Special Handling

12/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I own a house that has a furnace that is 30 years old. I started having problems with it this summer. The blower went out HWA sent someone and it was replaced. Well in September, the furnace pilot light would not stay lit. I called HWA, they sent someone out and according to the technician there was a clog drain. Over the next couple of weeks with amazing weather there was very little need for heat. However, in Novemeber my husband and notice the pilot light kept going out. Called HWA they sent someone out. This technician simply relit the the pilot light and added a new wire to my Nest Thermostat. Over the next couple of weeks from November 9th to November 23rd we kept relighting the pilot, because each and every time a technician comes out there is $100 trade call fee. I called HWA on the 23rd and the technician came out on the 24th to fix the problem. My trade call fee was pending the technician's diagnosis. The technician then informed me that he had to take the pilot out and disassemble it and clean it. Then he had reassemble the part and put it back. I called HWA to discuss the matter and they said that this was a different issue. The pilot was working after the last guy fix the issue in September. I explained to them that the polo was never functioning at it's appropriate capacity; therefore, how can you say this is a separate issue when I have been calling regarding the same problem. The furnace is from 1985 and you think this build up just occurred over the past 2 months. The representative from authorization stated that she had no other way to explain it to me and I still needed to pay the $100 trade fee because this was a separate issue. However, it's the same pilot that wasn't working properly from the start. I'm dissatisfied with the way these people finagle customers.

Desired Settlement: I would like for the HWA to refund my trade call fee for this issue because it was a pre-existing issue!

Business Response: November 27, 2015

******* ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: 10969998: Oden  IL-1078397

Dear Ms. ******:

We have received the customer’s complaint, and we are providing the following response.

On August 31, 2015, the customer filed a claim for their air conditioner, referencing a water leak in the unit, and a burning smell. Per our contractual agreement, we sent a technician to address the reported failure.

On September 10, 2015, we were advised of a failed capacitor and blower motor, which were covered under the warranty.  The customer paid their trade fee, and we addressed the repair.


On September 14, 2015, the customer reported that the heater was not coming on, and filed a heating claim.  We assigned a technician to address, who found a clogged drain.  This would be a maintenance failure and not covered under contract.

On November 9, 2015, the customer called stating the unit was not coming on.  The technician found too few wires on the thermostat causing the malfunction.  As the warranty does not cover missing parts we would not address the missing wires.

November 23, 2015, the customer called back stating the pilot would not stay lit.  we sent the technician to address, and they cleaned the pilot assembly.  They were charged a trade service fee on this call, which is what they are disputing.

Per the contract section III. F:

“If Services performed under this Contract should fail, then HWA will provide for the necessary repairs without an additional Trade Call Fee for a period of 90 days on parts and 30 days on labor.“

The service that was performed under the Contract (the AC claim capacitor and blower replacement), did not fail and had nothing to do with the heating claim and  pilot issue .

Thus, the customer would be responsible for the second trade fee, which they consented to prior to filing this complaint. .

Sincerely,


**** ******
Escalated Special Handling

12/8/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: A home warranty was purchased from this company at the time of the purchase of our home. We have contacted the company twice due to appliances which do not work and need repair. Both times, the home warranty company has denied to pay for the repair services, even though we went through their required notification procedures and followed thru with their requirements. On both occasions, they sent our repair companies - not on a timely basis either. Each visit (one for a washer and one for a furnace) cost us out of pocket $75.00. Each appliance required parts to be ordered. When the parts for the washer arrived, we were informed that they would not pay for the cost of the repair. It was a seal leak so we decided that we would find a local company to repair it. With the furnace, the same thing. The part came in, the repairman came out today, after waiting for two weeks, and the home warranty service again refused to pay for the repair. A furnace is a necessary item in the winter months! What is the purpose of purchasing a home warranty if they only take your money and do not provide the services they promise to provide? There excuse is that we did not have a home inspection upon purchasing our home. This is not required by law with purchasing a home in TN, nor is the stated anywhere in their contract as a necessity in order for them to honor a claim. We wish to be reimbursed for the cost of the home warranty since they will not honor any repairs anyway.

Desired Settlement: We wish to be reimbursed for the cost of the home warranty since they will not honor any repairs. Unfair for a business to collect money and not provide promised services.

Business Response: November 11, 2015

******* ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: ********: *******  **********

Dear Ms. ******:

We have received the customer’s complaint and provide the following response. The customer purchased a warranty with us on October 27, 2015.

On November 6, 2015, the customer called in 2 claims:

A washer that was leaking and providing an error code upon the initial use of the unit the prior day.

A heater that did not work upon initial use when the propane tank was installed the prior day.

We sent two technicians to diagnose the issues.  Per their diagnoses:

The washer’s door hinge was broken, the cold water valve was corroded boot and the boot/door seal was warped.

The furnaces ignition control board had failed.

Per our Contract section I.A.2:

“Malfunctions which existed on the Coverage Period Start Date will be covered only if the malfunction was unknown and could not have been detectable by visual inspection or simple mechanical test.”

And I.B.7:

““Covered Systems and Components” means systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown. Components shall be considered in proper working order if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date.”

As neither item ever worked properly under the contract, we requested a copy of the customer’s inspection, to confirm if the items in question were in proper working order on the Coverage Period Start Date.

As the customer had no inspection done of the property, and the issues would have been detectable by visual inspection or mechanical test, as they were when the customer first used them, the warranty would not repair the items that were not in proper working order.

If the customer wishes a refund, they can provide a written request to cancel, and we will process a reimbursement per Contract section VIII.E.

Sincerely,


**** ******
Escalated Special Handling

12/8/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Toward the end of 2014, my wife and I purchased a home in Marysville, OH. A one-year complimentary Home Warranty from Home Warranty of America was included with the purchase of the home. We never used it once and had/have zero intentions of every paying for this service. We were given a complimentary service and that was it. I received an email at 9:01 AM on 11/24/2015 from Home Warranty of America alleging, "Payment is now due for your HWA home warranty." This is in large, bold letters at the top of the email. I found this incredible, as I had never signed up for or agreed to any contractually provided services. Upon further investigation, I found this was done in a deceptive manner to prey on confused and weak-minded individuals. There is no payment due, they're simply using these unprofessional and seedy marketing tactics in an effort to confuse people and hope they send payment/renew.

Desired Settlement: My desired outcome is to see Home Warranty of America agree to discontinue these shady, deceptive marketing tactics. I am wise enough to see through their cloud of confusion, but how many are not? People should not have to feel pressured to renew a service they didn't contractually agree to because a vendor is intentionally deceiving them with shady marketing materials. I've seen first-hand when companies attempt similar tactics, preying on the elderly and I think it's pathetic, unprofessional and borderline illegal. How can a company legally send untruthful correspondence alleging a payment is due when no such payment exists?

Business Response: November 25, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: ********: ************  OH-1422678

Dear Ms. ******:

We have received the customer’s complaint and provide the following response.

If the customer considers one of the parties involved in their  real estate transaction purchasing a 13 month Warranty Contract from our company on their behalf at a cost of $500.00 as complimentary, that is their prerogative. The customer does not state that we provided it as a complimentary service.

The Contract is able to be renewed, and payment would be due for the renewal of the Contract.  Sending a current customer a notice that their payment is due for the renewal is neither deceptive, unprofessional or seedy.  It is a courtesy to a current customer, to advise them that the contract is ready to expire, and payment is due.  

As the customer has decided not to renew the coverage, we wish them well with their new property.  As far as this complaint, though, it falsely implies malicious intent and is entirely without foundation.

Sincerely,


Carl ******
Escalated Special Handling

12/4/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: HWA stated my heating unit was not covered due to improper installation. The unit was original to the residence. Two companies hired by HWA stated the unit needed to be replaced but was installed incorrectly. How could the unit have been installed incorrectly if it is the original unit? I hired an independent company to complete a diagnosis and the company confirmed the unit needed to be replaced but was not installed incorrectly. HWA was seeking not to cover a covered incident under the terms of he contract. We have been in the house two months and have never filed a previous claim. Improper installation for an original unit installed at the residence is an unacceptable reason for denial of a claim under the warranty.

Desired Settlement: HWA needs to purchase a new unit for the residence. If HWA wants to claim improper installation , then they should have inspected the residence prior to allowing warranty the protection.

Business Response: December 3, 2015

Lucille Garcia
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006   
Chicago, IL  60611

Re: **************  TX-2040705

Dear Ms. *******

We have received the customer’s complaint and provide the following response.

On November 21, 2015, upon first use of their heating system, the customer reported that the heating system was not working properly and had never done so under the Contract. We immediately assigned a technician to diagnose the issue.

The same day, the technician reported that the 6 year old straight cool system was improperly wired, to have the heat and air run simultaneously. They also found a repairable leak in the coil, which was addressed under the Contract.(except for the additional cost for refrigerant over the contract cap).

Over a week later, the customer called back, advising that the vendor had been out multiple times, and the problem was getting worse.  We sent a second opinion, to confirm the failure.

That technician advised that six years before, someone had installed a new 3 ton straight cool condenser, in a home with a 13 year old 3.5 ton heat pump air handler.  Not only had the system been improperly installed/wired, but it was also too small for the 2,176 square foot home.

Per our Contract:

Section 1.B.7: ““Covered Systems and Components” means systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown.”

By the customers statement, the heater never worked properly, and as we were advised by both technicians, did not break down due to normal wear.

Section VII.J” “HWA is not liable for repairs related to adequacy or capacity of appliances, components and systems in the home; improper installation, design or previous repair of appliances, components and systems; problems or failures caused by a manufacturer’s defect.”

The warranty would not address the prior installation of the improperly sized straight cool unit.

Sincerely,


Carl ******
Escalated Special Handling

Consumer Response:
Complaint: ********

I am rejecting this response because HWA did not inspect my property before issuing the warranty and there was no proof the system was not working or installed incorrectly at the time we moved into the residence based on the home inspection report.

Sincerely,

Jason *****

Business Response: December 5, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006   
Chicago, IL  60611

Re: ********:*****  TX-2040705

Dear Ms. *******

We have received the customer’s rebuttal and provide the following response.

The unit is not properly installed now.   The warranty does not cover for improper installations.  Nor does the warranty inspect properties prior to the customer’s purchase.

Sincerely,


Carl ******
Escalated Special Handling

12/4/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
12/4/2015 Problems with Product/Service | Complaint Details Unavailable
12/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I reported that my kitchen disposal unit had been leaking on and off since 2 months ago (early part of September 2015). I indicated that I though I had resolved it but it keeps recurring. The conversation during which I made the claim, I was informed was on a recorded line. I was issued a work order and a local vendor to contact for repairs. However, once the vendor came and repaired the leak he informed me that Home Warranty is declining to cover so I will have to pay out of pocket for the full cost of the service call (which I did). I have call Home Warranty of America at least 3 occassions and been informed a Supervisor will call me to resolve but so far no such call has come.

Desired Settlement: Refund back to me $160, representing the amount I paid ($220) to the vendor less the trade call fee ($60) that I am required to pay.

Business Response: November 23, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006   
Chicago, IL  60611

Re: ********* *******  FL-891136

Dear Ms. ******:

We have received the customer’s complaint and provide the following response.

On September 23, 2013, the customer purchased a one year Warranty Contract with our company. On September 23, 2014, his contract expired.  

On October 16, 2014, the customer contacted us, to renew his coverage, after almost a month lapse.  On October 16, 2015, his contract again expired.

On November 9, 2015, the customer again contacted us, to renew his coverage, after almost a month lapse.

The following day, he called in a claim referencing a leak at his kitchen sink, that he noticed prior to November 9, 2015.  Per our contract, section I:

“During the coverage period, HWA’s sole responsibility will be to arrange for a qualified service contractor (“Service Provider”) to repair or replace, at HWA’s expense (up to the limits set forth below), the systems and components mentioned as “Included” in accordance with the terms and conditions of this contract so long as such systems and components:
A. Are located inside the confines of the main foundation of the home or attached or detached
garage (with the exception of the exterior pool/spa, well pump, septic tank pumping and air conditioner);
and
B. Become inoperative due to normal wear and tear; and
C. Are in place and in proper working order on the effective date of this home warranty contract.”

The leak in question was not “in proper working order on the effective date of this home warranty contract”.  It had failed either within the lapse of coverage, or in the previous Contract period, which the customer states he repaired on his own..  As the sink was not in proper working order as of the date of renewal, his claim was rejected.  The customer was contacted on November 11, 2015, prior to the technician coming to their home, and was advised that the issue would not be covered.

As a courtesy, to resolve the issue, we have offered the customer a full refund, upon receipt or his written request to cancel the coverage.

Sincerely,

Carl ******
Escalated Special Handling

Consumer Response:
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. On 3 occasions in each of the last 3 years I have had to pay full repair cost out of pocket and then been reimbursed after lengthy disputes (refrigerator at my unit 2 years ago, 2 incidents on different A/C unit repairs last year, and now this disposal).  I am satisfied that we get to part companies.

Sincerely,

Vincent *******

12/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have a home warranty on our home and have experienced on problem since under contract. In June we reported that our refrigerator was freezing our food. After contacting HWA they sent a really badly rated company out to fix it. That company was out about 6 times and replaced basically every component in the fridge. in the meantime, we missed 12 hours of work for all the repair appointment. They gave up and said they are unable to try anything else. I talked to HWA and they said another company had to come out and deem the fridge unrepairable. So onto company #2. This one told us that HWA gives the run around. They said typically the first company is REALLY bad and they hope the customer gives up. Thankfully I did not. This company seemed to really know what they were doing and replaced what they thought was the issue. Let the fridge calibrate and sure enough the food was still freezing. Contacted HWA several times and they told us they submitted our fridge for replacement evaluation. Checked in on status a few days later and the rep said there was no record it was ever submitted. Asked what was next and they couldn't answer. So 2 repair companies say that our fridge is unrepairable and HWA still doesn't help us. They are lying, stealing and not holding up to their end of the bargain. Based on the reviews and complaints here, how do they maintain a B+ rating?

Desired Settlement: I want my fridge replaced. Just like both vendors told you should happen. 9 service visits, hours of work missed, $100 out of my pocket for service calls and NOTHING. My FRIDGE IS STILL FREEZING MY FOOD!!!!

Business Response: November 20, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: ********: ****** MN-1024134

Dear Ms. ******:

We have received the customer’s complaint and this issue was resolved with them directly as of yesterday.  

Sincerely,

Carl ******
Escalated Special Handling

11/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Home Warranty of America sent a plumber to our house to "fix" our hot water heater. He took our $75.00 copay, cut some wires and never came back.

Desired Settlement: We would like the job finished the way it should have been in the first place and covered by our home warranty since they do not know what the original issue is because they never followed up with the plumber they cannot choose to not cover the damage.

Business Response: November 25, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: ********: ***  OH-1549060

Dear Ms. ******:

We have received the customer’s complaint and contacted them directly to address the issue.

Sincerely,


Carl ******
Escalated Special Handling

Consumer Response:
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.

Sincerely,

Annette ***

11/28/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a warranty that covers my washing machine. I have placed three claims on the washing machine at $75 each. The 1st two times they sent a technician that repaired the washer and it worked temporarily. The last time, the have sent A&E factory service out. They have replaced several parts multiple times, including the mother board and the pump. They have been to my house no less than 10 times and the washer is still not working (I have receipts for all of their visits). A&E will not say they can't fix it as long as they can continue to order parts (even if they are ones they have already replaced), so they can continue to bill HWA. HWA will not replace the washer as long A&E keeps ordering parts. Each time I call HWA they are very rude and tell me that I can pay another trade call fee ($75) and have another company come out, I do not feel that is fair, since I've already paid the fee three times.

Desired Settlement: I would like to receive the money to replace my washer.

Business Response: November 12, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: ********* *****  TX-818340

Dear Ms. *******

We have received the customer’s complaint, and provide the following response.

On September 16, 2015, the customer called to advise that their kitchen faucet was leaking.  Per our agreement, we sent a technician to investigate the leak.   Upon arrival at the home, the technician found the faucet handle broken, with the plastic faucet stop pushed past the built in shut off  point on the faucet.  Per our contract, section I.B.7:

““Covered Systems and Components” means systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown.”

And VII.G:

“HWA is not responsible for consequential or secondary damage. This includes but is not limited to, repair of conditions caused by chemical or sedimentary build up, insect infestation, mold, mildew, or bacterial manifestations, misuse or abuse,…”

The faucet handle being broken, and pushed past the point where it would shut off is a clear indicator that someone physically broke the faucet.   When the customer questioned the technicians diagnosis, we offered the customer a second opinion as a courtesy, advising that there would only be an additional trade fee due if the technician came back with the same diagnosis (i.e. the faucet had been broken due to it being forced it past the stopping point and breaking the handle).  The customer declined, as they did not want to pay an additional fee at all.   

As the faucet did not break due to normal wear, we would not replace the faucet.

Sincerely,


Carl ******
Escalated Special Handling

Business Response:

We have spoken to the customer today, and are providing a check for their washer replacement with them directly.

11/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 11/18/2015To whom it may concern: We need assistance from the Better Business Bureau. I purchased a home warranty from a company known as, Home Warranty of America, Inc. this is our second year having a warranty with this company. Our coverage with this company has been from 4/2/2014 to 4/2/2015, and 4/2/2015 to 4/2/2016. In the beginning this company gave the impression that they cared about their customers concerns, but at this point in time, we are very disappointed with their services, and their treatment of us. On October 20, 2015, around 8 a.m. in the morning, I contacted Home Warranty of America, because we were having problems with our washing machine not working properly. We were also having an issue with our clothes dryer door not wanting to close properly, and some of the cycles were running a little longer than usual without stopping. Debra, the Customer Service Representative that assisted me, stated that she would be having a technician from Professional Air, 211 Colonial St. Fort Worth, TX, 76111, (682) 459-3899, to come out to our home, to resolve the problems that we were having with the washer, and dryer, for one $60.00 trade fee. (Washer Claim # 1381545, and Dryer Claim # 1381555). The technician that was sent out to our home from Professional Air, came out to our home, and caused irreparable damage to our clothes dryer. And our washer, is unrepairable, as verified by a second technician, from a different vendor. The reason we are contacting the Better Business Bureau is that Home Warranty of America Inc. is not providing the service to us as they had originally quoted to us that they would do if we purchased their home warranty. Under their warranty agreement, they state that they will fix, or replace our covered appliances under the warranty that we purchased from them. It is just a day shy of a month since we filed our claim with Home Warranty of America, and to this day, November 18, 2015, our claim has not been resolved, THEY HAVE DONE NOTHING. They were told by a second vendor that they sent out to our home on October 29, 2015, that the washer was unrepairable, and he also told them of the damage that was caused to our clothes dryer by the first technician that they sent out from Professional Air, and still they have done NOTHING FOR US. First off, they were fighting with me, because they wanted to offer a replacement washer that was in no way comparable to the washer we have in our home, and that took them almost two weeks before they even came up with that offer. After all of the run around, stalling, and the stress that they were putting me through, I opted for them to pay me for my washer, they are offering me less money than what it will take to replace the washer what we have in our home, I have a very good washer, but they are not giving me the comparable value, as what they stated their practice is according to their contract, when an item needs to be replaced. I have dealt with a Laura, and a Michelle, who are supposed to be supervisors there, and a Ms. *****, who stated that she set up for me to be paid $550.00 for my washer. This is the game that they are playing with us, it does not take weeks to write a check, but they are making us wait 6 to 8 weeks to get payment from them, in order for us to purchase a replacement washer. I am disabled, and I need my washer, and dryer, and I have told them this, and they do not care. A week and a half ago, I tried to go to the laundry to wash, it was rainy and cold, I had no other option, but to go, I have respiratory issues, and I ended up in the emergency room, with an Asthma attack, and I have proof of this, if needed. Ms. ***** had the nerve to tell me, that if in 6 to 8 weeks, we do not receive payment, to give her a call, so what this is telling me, is that in 6 to 8 weeks, they are going to continue their games, we still wont have payment from this warranty company to replace our washer. Our dryer was an expensive dryer when we purchased it a few years ago, and even though the technician that they sent out to our home, did not repair the minor issue we were having with the dryer cycles, and the door latch not closing properly.He came to our home and damaged the dryer, by taking off the dryer door, and attaching the door to the opposite side of the dryer opening, without permission. He took off a magnetic latch, and left the raw metal opening exposed, that now if someone rubs against the door while it is open, and they are trying to take out laundry, they have a chance of getting cut by the raw metal. The technician put dings and scratches all over the dryer interior, as verified by the second vendor that was sent out to look at the washer and dryer, on October 29, 2015. The first technician from professional Air did not fix the issues he was supposed to initially fix when he came out here, and now due to the damage the he did to the dryer, or financial resources are being wasted, air is escaping from the dryer, by way of the gaping hole he left at the site of where he removed the magnetic lock that was in the dryer door, put there by the original manufacturer. Home Warranty of America is not honoring their warranty contract with us, they are the ones who sent out the technician from Professional Air in the first place, and now they are washing their hands of the damage situation that was caused by their vendor. All Michelle from Home Warranty of America, has offered to do, is pay us $200.00 for our dryer, and in no way can this sum even come close to purchasing a dryer, much less the quality dryer that we have. As far as they are concerned, we are supposed to be okay with the changes, and damage that their vendor came out here and did. Michelle, so called supervisor, told me that my only options regarding the dryer, was that I could accept the $200.00, or, I needed to go after the vendor from Professional Air, for replacement of the dryer, because Professional air has insurance.This is wr

Desired Settlement: If there is anything you can do, we would like payment ASAP, it should not take this long, we feel that they are being wicked, and spiteful, this is why we are being made to wait this long. Also if you can please request to speak to someone higher up in their company, other than those people Ive been allowed to speak to regarding what has happened to our appliances, and how they have handled our warranty contract issues. (Michelle, Laura, Adrienne *****).Just as their warranty states, we want to be paid fair comparable value for our dryer as well, they know full well that $200.00, is in no way near the value of the replacement for our dryer. I am not asking for anything more than what their contract states.With what we are going through on account of this company, I am going to also speak to an attorney regarding their not honoring what they are claiming to home owners regarding their warranty promises. This is shameful what this company is doing to us, if they were in any way a good b

Business Response: November 20, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: ********: Sharpe TX-1033931

Dear Ms. ******:

We have received the customer’s complaint and provide the following response.

Per the washer claim, it would seem that the customer is under the impression that we are hand writing a check and sending it to her to address the cash out option on her washer.  She accuses us of being wicked and spiteful.   This is not the case.  Like any business, it takes time to process a refund to a customer.   We have explained how long the process will take, and  are currently processing her payment.

As to her dryer, she accuses the initial technician of damaging her unit.  We offered her the technician’s insurance information, in order to file a claim for a scratched and supposed drill holes on the inside door , or as a courtesy, offered her $200.00 (this is beyond the repair by a second technician which was approved) to address the damage, which she accepted.   Please note, per the first technician, there was no drilling.  The holes were already there to change the door swing as a temporary fix, which he was not allowed to complete , and just needed to be resealed.

To be clear, over the course of the customer’s claims she has:

Requested the initial vendor be reassigned two hours after the claim was assigned, because they did not pick up the phone when she called and she did not like how they sounded on their answering machine.

Complained about the first vendor’s service, and cancelled it mid repair.

Demanded a new dryer, claiming that the holes that were supposedly drilled would allow hot air to escape.

Threatened to cancel her coverage, as well as report this issue to the Attorney General, BBB and others, claiming the technician was racially biased.

Disconnected calls, and been profane with the representatives that were attempting to help her.

We have provided the customer options in reference to her washer and dryer, which she has accepted. There is nothing further to do in reference to this issue.

Sincerely,

Carl ******
Escalated Special Handling

Business Response: November 20, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: ********: Sharpe TX-*******

Dear Ms. ******:

We have received the customer’s complaint and provide the following response.

Per the washer claim, it would seem that the customer is under the impression that we are hand writing a check and sending it to her to address the cash out option on her washer.  She accuses us of being wicked and spiteful.   This is not the case.  Like any business, it takes time to process a refund to a customer.   We have explained how long the process will take, and  are currently processing her payment.

As to her dryer, she accuses the initial technician of damaging her unit.  We offered her the technician’s insurance information, in order to file a claim for a scratched and supposed drill holes on the inside door , or as a courtesy, offered her $200.00 (this is beyond the repair by a second technician which was approved) to address the damage, which she accepted.   Please note, per the first technician, there was no drilling.  The holes were already there to change the door swing as a temporary fix, which he was not allowed to complete , and just needed to be resealed.

To be clear, over the course of the customer’s claims she has:

Requested the initial vendor be reassigned two hours after the claim was assigned, because they did not pick up the phone when she called and she did not like how they sounded on their answering machine.

Complained about the first vendor’s service, and cancelled it mid repair.

Demanded a new dryer, claiming that the holes that were supposedly drilled would allow hot air to escape.

Threatened to cancel her coverage, as well as report this issue to the Attorney General, BBB and others, claiming the technician was racially biased.

Disconnected calls, and been profane with the representatives that were attempting to help her.

We have provided the customer options in reference to her washer and dryer, which she has accepted. There is nothing further to do in reference to this issue.

Sincerely,

Carl ******
Escalated Special Handling

Consumer Response:
Complaint: ********

I am rejecting this response because:11/20/2015

Dear Ms. ******
With regard to Mr. ******, he doesn’t know what he is talking about, and I suggest that he stop lying, and get his facts straight.
 Home Warranty of America sent a technician out to my home that was not competent to work on my washer or dryer. The technician that they sent out here, per the BBB website information is proficient in air conditioning systems, and small appliances, it doesn’t say anything about him having knowledge to fix washers, and dryers which are large appliances. Look the company up on your website, they used someone that is in business for himself, a sole proprietor, who could be anyone claiming to have knowledge, and has no real track record according to what I read about his business.
This technician did come out here and drill holes, our dryer is not intact like it was prior to his drilling, I have no reason to lie, I saw the drill in his hand, and I saw him drilling. He was not called out here to move the door AT ALL, when I asked him why he moved the door, he stated that it was easier for him to move the door instead of ordering a new lock.
We did not ask him to change anything on that dryer without permission, he had no legal right to come out to our home and make decisions about changing anything.
Mr. ****** doesn’t know what he is talking about, according to the technician, this was no temporary fix, as far as what he told me, this was the fix for our dryer, he was done. The only thing he was getting back to Home Warranty of America about, was the washer.
He speaks of me having issue with their vendors, what he is stating is not true, he is trying to cover up for his companies lack of care as to whom they are sending out to work in their clients homes.  
It is apparent that Home Warranty of America does not screen the people that they are sending out to customers’ homes, they are sending out some workers that appear to have just come out of jail, and are either drunk and or high off of illegal substances, this has happened on more than one occasion. Then they wonder why I scrutinize and ask questions as to the professionalism of the vendors that they plan to send out here.
I was told by one of their own vendors, that the workers that this company uses, are new startup companies, or companies that have technicians that have just come out of some kind of training, so, Home Warranty of America doesn’t know what these workers know from what they do. And their main reason for using these below par companies, is that they really don’t want to pay for repairs or replacements, such as what is happening to us here.
This man is lying that I asked for the vendor to be changed two hours after he came out her, I told them being that he came out here and messed up our appliances, I did not want him back out here, and the second technician that they sent out here, he told me that all what the first technician had told me about resetting our dryer, was a lie, the dryer couldn’t be reset. The technician was supposed to come out to check why the dryer cycles were not operating properly, and fix the door latch. He did not fix the dryer cycles, and NO one asked him to change the door around AND LEAVE THE HOLE IN THE DOOR, that is there now.
He also lied about his company providing me with any insurance information for Professional Air, and in the first place, that was THEIR JOB, they sent this tech out here he messed up, and they need to give me fair value for my dryer also.
I did not claim that the technician was racially biased, I said that Home Warranty of America is racially biased, I said that they know that they could not have tried to get away with what they are doing to us in a white clients home, they know they could not go out and cause damage, and just ignore it, they would have taken care of that client per their warranty contract of replacing the damaged item.
And me being black, although I have paid for my contract, they are not honoring what they know they should be doing which is, paying comparable value for our dryer also, because it was not drilled into, nor scratched up by tools, prior to the technician that they sent our here. That man did not come out here to fix what he was asked to come out here to fix, he came here and did what he wanted to do, and Home Warranty is trying to forget that part.
And the second technician that came here on 10/29/2015, has told them about the damage that was done to the dryer, and he spoke to me prior to leaving, he stated that the first guy was trying not to have to come back, this is why he did what he did.
And I have every right to file a complaint with any Governmental agency that I feel like I want to, when dealing with a company such as theirs, that is taking my money and not honoring the warranty contract that I am paying for.
And if Mr. ****** doesn’t like that I have that right, he can pay me for the appliance replacements that should have already been done, and he can pay me back every penny that I have paid for their Warranty coverage so far, and I will find coverage elsewhere.
It appears that with all of the derogatory lies that they are claiming about me, we are not going to get good service from their company anyway.
And he claims that I have been profane with the representatives, it’s not as he is claiming, ask him to tell you about the bullying, and harassment that I have getting from them.
And I would also like for you, the Better Business Bureau, to make sure to place my claim to you in your files so that other prospective clients for Home Warranty of America can know beforehand, what they can expect from this company.





Sincerely,

Dana ******

Consumer Response:
Complaint:

I am rejecting this response because:11/20/2015

Dear Ms. ******
With regard to Mr. ******, he doesn’t know what he is talking about, and I suggest that he stop lying, and get his facts straight.
 Home Warranty of America sent a technician out to my home that was not competent to work on my washer or dryer. The technician that they sent out here, per the BBB website information is proficient in air conditioning systems, and small appliances, it doesn’t say anything about him having knowledge to fix washers, and dryers which are large appliances. Look the company up on your website, they used someone that is in business for himself, a sole proprietor, who could be anyone claiming to have knowledge, and has no real track record according to what I read about his business.
This technician did come out here and drill holes, our dryer is not intact like it was prior to his drilling, I have no reason to lie, I saw the drill in his hand, and I saw him drilling. He was not called out here to move the door AT ALL, when I asked him why he moved the door, he stated that it was easier for him to move the door instead of ordering a new lock.
We did not ask him to change anything on that dryer without permission, he had no legal right to come out to our home and make decisions about changing anything.
Mr. ****** doesn’t know what he is talking about, according to the technician, this was no temporary fix, as far as what he told me, this was the fix for our dryer, he was done. The only thing he was getting back to Home Warranty of America about, was the washer.
He speaks of me having issue with their vendors, what he is stating is not true, he is trying to cover up for his companies lack of care as to whom they are sending out to work in their clients homes.  
It is apparent that Home Warranty of America does not screen the people that they are sending out to customers’ homes, they are sending out some workers that appear to have just come out of jail, and are either drunk and or high off of illegal substances, this has happened on more than one occasion. Then they wonder why I scrutinize and ask questions as to the professionalism of the vendors that they plan to send out here.
I was told by one of their own vendors, that the workers that this company uses, are new startup companies, or companies that have technicians that have just come out of some kind of training, so, Home Warranty of America doesn’t know what these workers know from what they do. And their main reason for using these below par companies, is that they really don’t want to pay for repairs or replacements, such as what is happening to us here.
This man is lying that I asked for the vendor to be changed two hours after he came out her, I told them being that he came out here and messed up our appliances, I did not want him back out here, and the second technician that they sent out here, he told me that all what the first technician had told me about resetting our dryer, was a lie, the dryer couldn’t be reset. The technician was supposed to come out to check why the dryer cycles were not operating properly, and fix the door latch. He did not fix the dryer cycles, and NO one asked him to change the door around AND LEAVE THE HOLE IN THE DOOR, that is there now.
He also lied about his company providing me with any insurance information for Professional Air, and in the first place, that was THEIR JOB, they sent this tech out here he messed up, and they need to give me fair value for my dryer also.
I did not claim that the technician was racially biased, I said that Home Warranty of America is racially biased, I said that they know that they could not have tried to get away with what they are doing to us in a white clients home, they know they could not go out and cause damage, and just ignore it, they would have taken care of that client per their warranty contract of replacing the damaged item.
And me being black, although I have paid for my contract, they are not honoring what they know they should be doing which is, paying comparable value for our dryer also, because it was not drilled into, nor scratched up by tools, prior to the technician that they sent our here. That man did not come out here to fix what he was asked to come out here to fix, he came here and did what he wanted to do, and Home Warranty is trying to forget that part.
And the second technician that came here on 10/29/2015, has told them about the damage that was done to the dryer, and he spoke to me prior to leaving, he stated that the first guy was trying not to have to come back, this is why he did what he did.
And I have every right to file a complaint with any Governmental agency that I feel like I want to, when dealing with a company such as theirs, that is taking my money and not honoring the warranty contract that I am paying for.
And if Mr. ****** doesn’t like that I have that right, he can pay me for the appliance replacements that should have already been done, and he can pay me back every penny that I have paid for their Warranty coverage so far, and I will find coverage elsewhere.
It appears that with all of the derogatory lies that they are claiming about me, we are not going to get good service from their company anyway.
And he claims that I have been profane with the representatives, it’s not as he is claiming, ask him to tell you about the bullying, and harassment that I have getting from them.
And I would also like for you, the Better Business Bureau, to make sure to place my claim to you in your files so that other prospective clients for Home Warranty of America can know beforehand, what they can expect from this company.





Sincerely,

Dana ******

Business Response: November 25, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: 1*******: ****** TX-1033931

Dear Ms. ******:

We have received the customer’s rebuttal  and provide the following response.

We are sorry the customer feels that our response is not accurate.  I have presented the issue per the information provided to us by her and the technicians, and it is as it occurred.

The fact that she has gone through my entire response attempting to refute every aspect of the information provided to us and that we provided  does not alter our initial statement:

”We have provided the customer options in reference to her washer and dryer, which she has accepted. There is nothing further to do in reference to this issue. “

Sincerely,

Carl ******
Escalated Special Handling

Business Response: November 25, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: ********: ****** TX-1033931

Dear Ms. ******:

We have received the customer’s rebuttal  and provide the following response.

We are sorry the customer feels that our response is not accurate.  I have presented the issue per the information provided to us by her and the technicians, and it is as it occurred.

The fact that she has gone through my entire response attempting to refute every aspect of the information provided to us and that we provided  does not alter our initial statement:

”We have provided the customer options in reference to her washer and dryer, which she has accepted. There is nothing further to do in reference to this issue. “

Sincerely,

Carl ******
Escalated Special Handling

11/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We filed claim #1375857 on 10/15/2015 for our washer. We had a technician out to check things out the next day, and the tech told us what was going on with the washer and that the cost to repair it would be significant; he was unsure what HWA would decide to do: repair or replace. I received a phone call from the HWA the next business day stating they were going to replace it; they gave me the model number of what they consider comparable and asked that I take a look to make sure it is comparable. Then I could decide to accept that washer or take a cash payout of $402. I looked over the information regarding the washer they offered us (model GTWN2800DWW). It is not comparable to our current washer. We currently have a washer without an agitator and with a digital display screen; we can fit bulky items such as comforters in this washer since there is no agitator, and the digital screen gives the convenience of a countdown for the wash and information if something goes wrong (this is how I knew the issue when we filed our claim). I called to let them know the washer they offered was not comparable due to these differences. They told me to look over the GE website and see if there was a washer more comparable to our current machine. So I did, and I found a few washers with no agitator that also had a digital display screen. I called HWA back and gave them the model number for the smallest and least expensive washer that was comparable to ours, and only $100 more expensive than the washer they offered us (model GTW680BSJWS). They sent this information on to the purchasing department and told us they would be in touch. I called the next day to inquire about the status of our claim. I was told the purchasing dept could order that washer, but we would be charged and upgrade fee of $225. I asked about the fee, which I feel is completely out of line. After another email to purchasing and another day of waiting and another phone call to HWA, I was told it was because this washer is an upgrade from what we currently have. It has more cubic feet in the drum than what we currently have, but it is the smallest of those without an agitator. If there were a smaller washer without an agitator I would be open to that, but there was nothing more I could find. HWA also does not match brands, currently have a Maytag and was offered GE or Whirlpool (which did not have anything similar), but with limited options to start with that is going to limit the comparable options. I'm sure if Maytag was an offered brand, I could find something pretty close to what we have now. I wish HWA could see this from the customers perspective. Now, on top of trying to get everything situated with HWA, we have been out a washer at home for 11 days and counting. I reluctantly accepted the washer they offered us due to the fact that it is outrageously expensive to use our local laundromat and extremely inconvenient hauling everything back and forth while also wrangling a toddler. I have spoken with several customer service agents, so no names will be given. The agents have been professional and courteous. It is just how the company is set up that is frustrating and shorts the customer in our case.

Desired Settlement: I would like the comparable replacement that I sent to them without the upgrade fee, because what they offered is a downgrade compared to what we have now.

Business Response: November 10, 2015

Esther Beltran
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: ********* *******  MO-1310272

Dear Ms. ********

We have received the customer’s complaint, and contacted them directly to discuss the issue, with no response.

As the customer stated, they accepted the replacement unit, which to our knowledge,  has been delivered and installed, to resolve their claim.

If they wish to further address the issue, they can contact me directly with the contact information provided on the BBB website.

Sincerely,


Carl ******
Escalated Special Handling

11/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a home warranty with this business and had a claim I filed. The customer service I received from this business is less than par to say the least. It is a disgrace. I left repeated voicemail messages, emails etc. to try and resolve the matter and was left hanging for 4 days. Finally n today's date I received a call and was eventually hung up on. I have yet to speak to a manager or get a call after repeat messages and emails asking for one. I've done some homework and went on-line to look at reviews of this business and literally read 100's of complaints similar to mine. It is an epidemic with this company and before anyone else is bilked....this business is deceptive and should be flagged and looked into. Thank you for your time

Desired Settlement: The business to be held to a standard that every business that serves the public should be held too. They should be held accountable for their actions or lack thereof.

Business Response: November 13, 2015

******* ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006   
Chicago, IL  60611

Re: 10950209: Chavez  IN-2139048

Dear Ms. ******:

We have received the customer’s complaint and provide the following response.

On November 6, 2015, the customer opened a contract with our company.

Less than 24 hours later,  they opened a heating claim, stating that they had a maintenance technician out and found a cracked heat exchanger in their furnace.  Per our Contractual agreement, we immediately assigned the claim to a technician to diagnose the issue.  

On November 8, 2015, the technician went to the customers home, and then advised us the following morning that the approximately 28 year old furnace  had a two inch long crack in the exchanger. Per our contract, section I.B.7:

““Covered Systems and Components” means systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown. Components shall be considered in proper working order if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date.”

As a two inch long crack would not occur in a two day period, per the Contract, we requested a copy of a visual inspection or mechanical test, to confirm the unit was in proper working order.

The customer did not provide the complete inspection for two days.  On November 12, 2015,  when we received the document, it was determined that the unit was past its lifespan, recommended maintenance and cleaning, specifically the dirty blower motor.  It also advised that the exchanger should be checked by a licensed contractor.  Had the exchanger been inspected, the crack in the exchanger would have been detected.  We advised the customer the issue would not be addressed under Contract, he requested  to speak to a supervisor, who returned his call that same day.  Also on that day, the customer filed this complaint, and has requested his contract be cancelled.

We understand that the customer may have found a number of complaints on line in reference to failed systems and components that we require be in proper working order on the effective date of the Contract, and are sorry that their furnace was not.   We are processing their cancellation, as requested.

Sincerely,


Carl ******
Escalated Special Handling

11/24/2015 Problems with Product/Service | Complaint Details Unavailable
11/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: HWA is a scam and fraud. I am reporting you to the BBB and a letter from my attorney is coming your way. I took out the top of line warranty and roof leaks are covered. The guy came out today about my roof leak. He wanted money up front and didnt do anything. He didnt even get on the **** roof!!!!!!!!!!!!!!!!!!!!!!! He didnt even look in attic. What the ****????? Said it wasnt covered. Roof leaks are covered. I will pursue legal issues against HWA. Yall run a scam. They never want to fix anything. Last claim it took 3 plumbers to fix the issue. The man that came out could barely talk. He had no education. What kind of business do you run? Its false and misleading to the consumer. HWA never wants to pay out to fix anything in my contract. You sent a plummer out that had been in jail. What a crooked company and scam. The contractors you use are a joke. I want a refund on my remaining contract. Check was cancelled, yall pay him. If my account info on this check is used I will pursue bank fraud against HWA and the contractor.

Desired Settlement: Refund of remaining contract thru Feb 2016

Business Response: November 19, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re:********: *****  AL-*******

Dear Ms. ******:

We have received the customer’s complaint. Per his request written and verbal requests, we have forwarded his requests to cancel the Contract to the correct department, and they are processing his request, per section VIII.E of the Contract.

“…if the Contract is cancelled, the Home Owner shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less service and a $25 administrative cost incurred by HWA.”

As the customer has used 10 months of coverage, with 3 remaining, and the warranty has covered over $300.00 in repairs on the customer’s behalf, (making his statement “They never want to fix anything” incorrect), there would be no funds remaining to refund.

Sincerely,


Carl ******
Escalated Special Handling

Business Response: November 19, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re:********* Naish  AL-1540682

Dear Ms. ******:

We have received the customer’s complaint. Per his request written and verbal requests, we have forwarded his requests to cancel the Contract to the correct department, and they are processing his request, per section VIII.E of the Contract.

“…if the Contract is cancelled, the Home Owner shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less service and a $25 administrative cost incurred by HWA.”

As the customer has used 10 months of coverage, with 3 remaining, and the warranty has covered over $300.00 in repairs on the customer’s behalf, (making his statement “They never want to fix anything” incorrect), there would be no funds remaining to refund.

Sincerely,


Carl Hewelt
Escalated Special Handling

Consumer Response:
Complaint: ********

I am rejecting this response because: you send out a contractor the first time and they are clueless and don't fix the problem. then a 2nd time, then a 3rd. it takes 3 times before you fix anything. yes some claims have been fixed but it took 3 plumbers back in the summer and your supervisor didn't want to do that. said I should expect the leaking sink the guy didn't fix. the roof guy took my money. he didn't even check the roof out. I paid like 500 for the warranty so if 3 months are left you owe me something.

Sincerely,

Jeff *****

Consumer Response:  
Complaint: 10954260

I am rejecting this response because: you send out a contractor the first time and they are clueless and don't fix the problem. then a 2nd time, then a 3rd. it takes 3 times before you fix anything. yes some claims have been fixed but it took 3 plumbers back in the summer and your supervisor didn't want to do that. said I should expect the leaking sink the guy didn't fix. the roof guy took my money. he didn't even check the roof out. I paid like 500 for the warranty so if 3 months are left you owe me something.

Sincerely,

Jeff Naish

Business Response: November 20, 2015

Lucille Garcia
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re:10954260: Naish  AL-1540682

Dear Ms. Garcia:

We have received the customer’s Rebuttal, and again, per the contract:

“…if the Contract is cancelled, the Home Owner shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less service and a $25 administrative cost incurred by HWA.”

To clarify with specific figures.

The customer’s contract was purchased on January 15, 2015 for $465.00.

If you prorate $465.00 over 13 months, it gives you a monthly cost of approximately 35.77 per month, which leaves $107.31 for the three months remaining of the  unexpired term.   If you then deduct the paid service costs of $112.50, $47.50, $75.00 and $74.93, there are no funds remaining to be refunded.

We are sorry that the customer feels that we have somehow cheated him in reference to the service calls and repairs on his contract, but we have not done so.

Sincerely,


Carl Hewelt
Escalated Special Handling

Business Response: November 20, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re:********: *****  AL-*******

Dear Ms. ******:

We have received the customer’s Rebuttal, and again, per the contract:

“…if the Contract is cancelled, the Home Owner shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less service and a $25 administrative cost incurred by HWA.”

To clarify with specific figures.

The customer’s contract was purchased on January 15, 2015 for $465.00.

If you prorate $465.00 over 13 months, it gives you a monthly cost of approximately 35.77 per month, which leaves $107.31 for the three months remaining of the  unexpired term.   If you then deduct the paid service costs of $112.50, $47.50, $75.00 and $74.93, there are no funds remaining to be refunded.

We are sorry that the customer feels that we have somehow cheated him in reference to the service calls and repairs on his contract, but we have not done so.

Sincerely,


Carl ******
Escalated Special Handling

11/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I FILED A CLAIM WITH HWA ON SEPT 23 CLAIM NUMBER 1341487. THE CLAIM WAS FOR A KITHCHEN FAUCEET. ON MY LIST OF COVERED ITEMS CLEARLY STATES FIXTURES AND FAUCETS. MY FAUCET CONTINUED TO RUN WATER AFTER IT WAS CUT OFF. I CLEARLY EXPLAINED THIS TO THEM. THE FAUCET GOES BACK TO FAR AND THEY SAID I BROKE IT BY FORCE AND THEY WOULD NOT BE ABLE TO COVER IT. I TOLD THEM NO I DIDN'T BREAK MY FAUCET AND IT SHOULD BE COVERED. THE CUSTOMER SERVICE REP. ADVISED ME TO CAREFULLY READ OVER MY CONTRACT. I DID AND THE CONTRACT CONTRADICTS WHAT IS LISTED ON MY WHAT IS COVERED UNDER CONTRACT LIST. I PAID 75.00 FOR A SERVICE CALL AND HWA REFUSED TO FIX MY FAUCET.

Desired Settlement: I WOULD LIKE FOR HWA TO HAVE MY FAUCET REPAIRED. I PAY FOR A SERVICE THAT I AM NOT BEING ALLOWED TO UTILIZE

Business Response: November 12, 2015

Lucille Garcia
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: ********: Raven  TX-******

Dear Ms. *******

We have received the customer’s complaint, and provide the following response.

On September 16, 2015, the customer called to advise that their kitchen faucet was leaking.  Per our agreement, we sent a technician to investigate the leak.   Upon arrival at the home, the technician found the faucet handle broken, with the plastic faucet stop pushed past the built in shut off  point on the faucet.  Per our contract, section I.B.7:

““Covered Systems and Components” means systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown.”

And VII.G:

“HWA is not responsible for consequential or secondary damage. This includes but is not limited to, repair of conditions caused by chemical or sedimentary build up, insect infestation, mold, mildew, or bacterial manifestations, misuse or abuse,…”

The faucet handle being broken, and pushed past the point where it would shut off is a clear indicator that someone physically broke the faucet.   When the customer questioned the technicians diagnosis, we offered the customer a second opinion as a courtesy, advising that there would only be an additional trade fee due if the technician came back with the same diagnosis (i.e. the faucet had been broken due to it being forced it past the stopping point and breaking the handle).  The customer declined, as they did not want to pay an additional fee at all.   

As the faucet did not break due to normal wear, we would not replace the faucet.

Sincerely,


Carl ******
Escalated Special Handling

11/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Home warranty of America is the worst company that I have ever deal with because my furnace went out and they don't wont to fix it because in the home inspection it was noted that rust was visible in the furnace even though it was in working condition.

Desired Settlement: I would like my furnace repaired or they pay a portion of it to get fixed.

Business Response: November 11, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: ******** Lowe  GA-*******

Dear Ms. ******:

We have received the customer’s complaint and our providing the following response.

On April 1, 2015, the customer opened a Warranty Contract with our company.

On the morning of October 16, 2015, he opened the following heating claim online:

“Covered Item Problem: Gas Furnace - usually located in a basement, attic, or closet
When did you first notice the problem?: Two Weeks Ago
Q & A:
Q: Has the Heating System Ever Worked Properly A: Yes
Q: Please Tell Us The Nature Of The Problem You Are Experiencing A: Will Not Come On
Q: Have you had maintenance performed on the system A: Yes
Q: How many heating units do you have A: Two
Q: Please tell us which part of the home is not heating A: Upstairs
Q: Please tell us how long the unit has been running properly for this season. A: 1 Day
Problem Description: The unit also leaks and the circuit board has rust all over it. I had a licensed HVAC tech come out and do routine maintenance on it and he Suggestions that I need to replace this unit.

Per our Contract, we sent a technician out to diagnose the unit. Per their diagnosis, the 10 year old furnace is rusted out, and  completely destroyed.  He advised that it looks like  water has been running into and through the unit for an extended period of time, staining the entire unit, including the control board, with rust.  Per our contract, section I.B.7:

““Covered Systems and Components” means systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown. Components shall be considered in proper working order if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date.”

As the customer stated it had only run properly for a single day, and the technician determined that the issue had been going on for an extended period of time, we requested the customer’s home inspection, to determine “ if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date.”

Per the technician’s inspection of the furnace from February 16, 2015, he coded the unit as:

“Poses a risk of injury or death”
“Recommend repairing or replacing”
“Recommend evaluation by a specialist”

He stated the following in reference to the system:

Recommended and inspection of the heat exchanger, and a Carbon Monoxide test
Recommended duct cleaning due to significant amounts of debris
He noted damage to the AC drain pain, and stated a technician should repair and evaluate as necessary.

And provided pictures of:

The inner unit covered in rust and debris.
The floor below the unit stained with rust from the unit itself
The outside paneling of the home stained by rust from the unit.

Per the inspection,  the unit had been previously damaged by water leaking from the broken drain pan and through the unit prior to purchase. Without support that the issue that was noticed by the inspector was addressed and the unit was in proper working order as of the Coverage Period Start Date, the failure with the furnace would not be addressed under the Contract.

Thus, we decline to reimburse the customer for his replacement furnace, as it was not in proper working order on the Coverage Period Start Date, and it did not become inoperative due to normal wear and tear.

Sincerely,


Carl ******
Escalated Special Handling

11/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: HWA has charged my credit card company for a service that had been previously cancelled. I was still billed in the amount of $71.14 in which my services were cancelled in early September. As of this day the company still has not refunded my money, even though the mistake was on behalf of the company.

Desired Settlement: A refund to my credit card that was charged for services that were cancelled in the amount of $71.14.

Business Response: November 11, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: ******** ******  TX-*******

Dear Ms. ******:

We have received the customer’s complaint. The customer states the Plan was supposed to be cancelled in September, but when we called him in September to confirm this information, he never contacted us back.  Thus, as the Plan was still in place, we charged him the October payment.

As he has advised us the plan was to be cancelled, we have put his refund in process.

Sincerely,


Carl ******
Escalated Special Handling

11/21/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Started warranty issue with Furnace in October, found cracks in furnace. Took over a month to get repair scheduled. Gas company turned off the gas, now in November with no heat in the house, and no ability to cook. Young children being exposed to Furnace gases. Spoke to reps who cannot do anything besides wait for the vendor to call them back. Basically told we are out of luck.

Desired Settlement: I need this job either finished today, and/or for the home warranty company to pay for my families room and board until the issue is fixed to the gas companies satisfaction so that we can again have heat in the house and cook for ourselves.

Business Response: November 20, 2015

******* ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re:********: ******* IL-*******

Dear Ms. ******:

We have received the customer’s complaint, and provide the following response.

The customer is referring to two separate, but related issues.  The customer reported a furnace that never worked properly on October 16, 2015, which after diagnosis from a technician and a review of the customer’s inspection, was confirmed to be covered under the Contract.  The repair was approved on November 2, 2015.

On November 13, 2015, the customer advised of a number of issues with the gas lines to the home. We immediately attempted to address the issue, sent a technician to diagnose the issue, and approved the repair.

The customer wishes us to not only approve the eligible costs related to the failure, but is requesting other costs that may have been incurred by the loss of use of the gas lines in the house.   Per Contract section VII.H:

“HWA IS NOT LIABLE FOR INDIRECT, CONSEQUENTIAL OR ECONOMIC DAMAGES FOR LOSS OR DAMAGES TO ANY PERSON OR PROPERTY ARISING FROM THE
LOSS OF USE OR THE INABILITY TO USE THE EQUIPMENT TO THE EXTENT SUCH MAY BE DISCLAIMED BY LAW, AND YOU EXPRESSLY WAIVE THE RIGHT TO ALL
SUCH DAMAGES.”

We deny the customers request for reimbursement for room and board, in reference to the occurrence of leaking gas lines in their home.

Sincerely,


**** ******
Escalated Special Handling

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is what it is.  It still took 2 weeks to approve a repair on a furnace, leaving us without heat and subsequently gas. Their policies and procedures are frustrating, and not geared towards taking care of customers.  We will not be using HWA in the future and cannot recommend them.  

Sincerely,

****** *******

11/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a Home Warranty with this company. My sewer line got backed up so I called. they sent out a plumbing, I paid the $100 trade fee. Couple hours later the line was still backed up. I called back and the plumber was suppose to come the next day. He never showed up. I called back and the plumber was to come back in two days. Again he never showed up. I hired my own plumber and had to pay $140 out of my own pocket. The job was finally completed because I had to resolve it myself. Now I am out $240. I asked to have the $100 trade fee refunded to me. That was another battle with them and they finally said i would be refunded but it would take 4-6 weeks. It has been over 6 weeks and I have not received anything yet. Just called them back on the phone and they are "looking into it". This has been going on since July 14, 2015.

Desired Settlement: All I want is refunded for a job that was not done properly.

Business Response: November 10, 2015

****** *******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006  
Chicago, IL  60611

Re: ********: *****  PA-******

Dear Ms. *******:

We have received the customer’s complaint, and provide the following response.

The customer renewed their contract on March 24, 2015, at a cost of $545.00.

The customer requested to cancel his contract on July 30, 2015.  Per our contract, section VIII.E:

“If HWA cancels this Contract or if You cancel this contract after the first 30 days of the Coverage Period, then You shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less an administrative fee of the lesser or $30 or 10% of the Contract fee (unless otherwise required by state law), and any actual service costs incurred by HWA”

We paid $45.00 in claim costs, and the customer used 4 months of coverage, which totals $181.67.  So $545.00-$181.67(4 months used)-$45.00(service costs)-$30(administrative fee)=$288.33.

This amount was returned to the customer’s credit card.   Had we refunded the  $100.00 trade service fee that they paid to the technician, they would have only received $188.43 as a refund.

We are sorry that the customer cancelled their coverage, but we would not provide them reimbursement of the additional funds that were paid to the technician.

Sincerely,


**** ******
Escalated Special Handling

11/20/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I wrote to Mr. ****** regarding my claim because the BBB website states that he wished to be notified before a complaint is filed. I extended the courtesy of doing so, but received no response from him. My real estate agent purchased this warranty for me in July, and after walking through all the apparently false rosey sounding coverages with ****** ********., I paid to upgrade it, and I very much regret doing so. I feel really bad for HWA sales team representatives, because I believe that they are as badly mislead about the product they are selling as the customers are who are conned into purchasing the policies. I called in a claim on 9/9/15 because my central a/c unit started making a horrendous noise that sounded like it was going to kick down the entire wall of my home every time it turned on and the cooling was not as good as it was when I moved in, in July. The unit was inspected and found to be "operating fine" in June, and I thought it operated great, until the noise started. The service technician that came out seemed to be very efficient and proficient, and I was generally pleased with the service performance, promptness, professionalism. He did something that made it cool better for a couple of days, but within a few days it was back to as it was when I filed the claim. I had to pay for 2 lbs of R-22. It cooled better than just before he charged it, but not quite as good as it had before the noise started, and of course, he didn't fix whatever was causing the noise. He told me the unit needed to be upgraded, but that "HWA won't cover it unless the unit completely fails." On a subsequent follow up call to HWA to try to get the crazy noise fixed and the unit still (or again) not cooling "quite right", I was advised that the unit making noise is "excluded" although this is NOT listed as an exclusion in the policy that I was provided. The noise was totally obnoxious, and clearly related to the less efficient functioning of the cooling system. The HWA "customer service" woman started reading off of a script that was clearly not my policy and basically what she told me was that HWA can make up exclusions as they go along. "Can fix or replace items AT THEIR DISCRETION", was what she said, indicating to me they have the option to just not do anything at all despite a paid-for contract that states that they will, as well as all their false advertising. I asked her what page and paragraph this malarky was in the policy, and she told me "the very bottom of the last page". In fact, the paragraph she directed me to, and claimed to be reading from is the paragraph that actually instructs me to contact my attorney general's office regarding deceptive trade practices. The same a/c technician was finally recalled to my home on 9/30/15 and he told me that there was something electrically wrong with the unit and the compressor wasn't functioning properly, but he did not write that down on the diagnosis sheet. When I asked him why he didn't write it down, he told me "Look. I don't work for you. I work for the warranty company.", which I understood to mean, if he didn't put a diagnosis prescribed by HWA, or if it cost HWA money to fix the system, that HWA wouldn't send his company any more service calls. HWA responded to my "BBB review", of course denying that they coach their vendors about what to put on the diagnosis (as if anyone would expect them to admit to it) and stating they had called another company to do an evaluation of the system on October 8, 2015. Well, Brooks Heating and Air was a no show for their first appointment and did not finally show up at my home until November 1, 2015. He told me that the previous technician had overcharged the compressor, and damaged it, and this guy also replaced an obviously burnt electrical contact inside the unit. He theorized that if the first technician had promptly replaced that electrical contact that the noise problem would have been solved, but since he overcharged my compressor, he also damaged it more. Then this guy attached a capacitor that was the wrong size for the unit, and it smoked up, and now the unit doesn't turn on at all. I was advised that I cannot turn the furnace on, either, because the furnace and air conditioner are a matched set and operate together somehow. This claim has been open for 2 full months and each time HWA sends someone out to "fix" it, their repair people make it worse, to the point now it won't work at all. It was 90 degrees in my home and the humidity was 90% when I returned home from work on Thursday, 11/6/15 and Bradley Wills , "Customer Service Team Lead" at HWA decided to spend time on the phone telling me that the weather in Texas didn't require use of an air conditioner, after HWA and its vendors spent two months failing to fix and then frying my system. Then he left me a voice mail as late as possible on the Friday evening of 11/6/15 advising me that I would incur additional costs to have HWA fix the system, despite the fact that the negligence of of one or more HWA chosen vendors seems to be the reason it failed. It is not an option of this plan for the homeowner to choose their own vendor (unless HWA specifies to do so), therefore, HWA should be responsible for the negligence of the vendors it chooses. HWA and its vendors have also succeeded in devaluing the resale price of my property by approximately $10,000 since it no longer has central heat or air conditioning. If HWA wants to pursue remedies from it's vendors insurance, it can do so, but I was promised a working system by HWA and that is exactly what I expect and demand.

Desired Settlement: It is my understanding that contractually, the "Marquise" or Orange Plus or whatever they called my policy upgrade covers replacement 13 SEER 410A system, and since their vendors failed to fix and instead trashed my unit, HWA needs to do that, and since my furnace and a/c are a matched system, and the furnace doesn't work without the a/c unit they need to replace both of them. I am not going to allow HWA vendors to "mismatch" my units.

Business Response: November 12, 2015

******* ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: ********: ******  TX-*******

Dear Ms. ******:

We have received the customer’s complaint. We spoke to them on November 9, 2015, and are providing them a unit that matches their current system.  The customer has approved the replacement.

Sincerely,


***l ******
Escalated Special Handling

Business Response: November 19, 2015

******* ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006   
Chicago, IL  60611

Re: ********: ******  TX-*******

Dear Ms. ******:

Per our Contract, section I.A.1:

“During the Coverage Period, HWA’s™ sole responsibility will be to arrange for an Authorized Repair Technician to provide Service(s) for Covered Systems and Components located on the Covered Property in accordance with the definitions, terms and conditions of this Contract.”

To define, per section I.B.11:

““Service” or “Services” means the diagnosis and performance of the work, including parts and labor, to repair or replace any Covered System and Component that becomes inoperable due to a mechanical failure caused by routine wear and tear in accordance with the provisions set forth in this Contract.”

Additionally, per section VII.I:

“HWA has the sole right to determine whether a covered appliance, system or component will be repaired or replaced.”

So, the customer’s statement that we are required to replace or upgrade her system is not correct.

The customer also refers to the ban on R22 equipment, which does not go into effect until 2020.  R22 refrigerant, as well as the units that use it, are still available and used.

Finally, the customer claims that a technician in September overcharged their system with 2 pounds of R22.  We require that technicians ***ry insurance to address damage that may occur to a customer’s property during the course of a repair. If the customer wishes to file such a claim, that is their prerogative.  We will happily provide her the information if she wishes to file a claim, but per our Contract, section VII.Q:

“HWA will not be the Authorized Repair Technician and HWA will not perform the Services hereunder. HWA will only subcontract with Authorized Repair Technicians that meet its standards. You agree that HWA is not liable for the negligence or the other conduct of the Authorized Repair Technician, nor is HWA an insurer of the Authorized Repair Technician’s performance.”

We are not liable for the technician’s supposed error, nor the new charge for the new unit.

Sincerely,


***l ******
Escalated Special Handling

Consumer Response:


Complaint: ********

I am rejecting this response because: This company is the poster child for "Unfair or Deceptive Insurance Claim Practices" and violates "Bad Faith" insurance laws.  Good faith insurers look for and find ways to accept and pay claims properly and promptly. Bad faith insurers look for and find ways to not pay, delay, diminish, disapprove and deny payment of claims.  It took HWA 2 1/2 months to do anything at all to resolve this claim during most of which time, I had no air conditioning at all.   But thank you, Mr. ***** for confirming for me and in writing that Home Warranty of America, Inc blatantly engages in Bad Faith and Deceptive Practices.  

I engaged in a very lengthy (line by line q&a) of this policy with ****** ********, Team Lead / Account Manager on August 24, 2015 in order to decide whether to upgrade the policy that my real estate agent had purchased for me on the date of closing.  I specifically asked about exclusions and the implications of language within the contract that would seem to indicate that HWA could use any excuse it chose to come up with to deny a claim or not perform adequate repairs.  With regard to the air conditioning unit I was specifically (on point) advised that if the central air conditioner compressor failed that it WOULD BE upgraded to a *****.

Clearly, then, based on Mr.  *****'s response, Bad Faith and Deceptive Practices has been their intention all along.

Apparently HWA in general and Mr. ***** personally needs to be taken to school to learn that language and interpretations that fail to live up to, conform or comply to industry standards are an act of bad faith, not just against their customers, but in this case, against the entire planet.

Production of R22 has been discontinued.  Existing and reclaimed R22 can still be used, but even this is referred to as a "loophole" by reputable technicians and most do not ***e to step through it.  Legislation requires a drastic reduction of R22 consumption.  R22 depletes the ozone layer and has been ordered to be reduced by the EPA.  By their handling of this claim, HWA necessitated, perpetrated and encouraged and facilitated aproximately 30% higher use of R22 by their vendors.  

Air conditioning manufacturers have standardized on *****. 

Since 2010 new air conditioning equipment is being produced using *****.

The owner of the company that finally "fixed" my compressor told me that he did inform HWA that the entire unit should be upgraded and replaced with an ***** unit, but the R22 replacement was the decision of HWA, and this is an act of Bad Faith.  

Sincerely,

***** ******

11/20/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
11/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We just bought our house and the seller paid $620.00 for a warranty. The service fees were too high so I canceled the policy by email as I was instructed by their service rep. on 9/17. The title company that paid the company has not received a refund.

Desired Settlement: Refund to be paid to the title company.

Business Response:

The Below referenced e-mail was sent to the BBB on 11-6-2015:

"Esther,

This now former customer has filed a complaint in reference to a title company not receiving reimbursement for the customer’s cancelled contract.

Not only does this not make sense, as we would reimburse the customer(not the place that sent us a check on their behalf), but also the check was issued to the customer 6 days before the complaint was filed.

It almost seems like the customer is wanting us to pay twice, but in any case, the complaint does not seem valid, as they requested to cancel, and we paid the customer back the full cost of the contract in a reasonable amount of time. 

Carl ******

Consumer Response:


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.

Sincerely,

Gay ******

I was not trying to be paid twice.  I received a check days after I filed the complaint.  Blame it on the post office?

11/19/2015 Problems with Product/Service | Complaint Details Unavailable
11/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We just purchased a home and within our first 3 weeks of being in our home we had a plumbing emergency. Our sewage was coming out of our bathtub and from under the commode so we couldn't use any water in the house or even the commodes. Since it was an emergency and we could not live in the house under this condition we called a plumber who came out and now this company is saying that since we didn't file a claim with them first (even though it was a severe emergency) they will not work with us. I find it very shady when they only use their plumbers and not a fair 3rd party to asses what needs to be done and what caused a leak etc.

Desired Settlement: They need to work with us to do what they promised and what their advertising says they'll do. Whey else did we buy home insurance through them if we have to pay for everything out of pocket. I don't trust their plumbers and would like quotes from other non-biased plumbers as well.

Business Response: November 11, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006   
Chicago, IL  60611

Re: ******** *********  TX-*******

Dear Ms. ******:

We have received the customer’s complaint and our providing the following response.

On September 16, 2015, the customer opened a Warranty Contract with our company

It would appear that in early October, the customer experienced some type of plumbing issue.  On November 6, the customer called our office to report a blockage and a leak in their sewer main. Rather than call us at the time the issue was noticed, the customer hired someone outside the warranty who addressed the blockage, and acquired quotes to address the leak.

Per our Contract, Section III,

A: “You or Your agent (including tenant if specifically authorized by the Home Owner) must notify HWA for Service Requests to be performed under this Contract as soon as the problem is discovered. HWA will accept service requests 24 hours a day, 7 days a week, 365 days a year at 1-888-HWA-RELY or online at www.HWAHomeWarranty.com. To be covered, notice must be given to HWA prior to expiration of this Contract.”

B: “HWA will dispatch Service Requests to an Authorized Repair Technician within 48 hours. If you should request HWA to perform non-emergency Service outside of normal business hours, you will be responsible for any additional fees and/or overtime charges.”

C: “In emergency situations HWA will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service (emergency usually considered to be loss of life or peril).

D: “HWA has the sole and absolute right to select the Authorized Repair Technician to perform the Service; and HWA will not reimburse for Services performed without its prior approval.”

So, per our contractual agreement with the customer, they did not call us to report the problem until a month after the clog was cleared. We were not given the ability to send a technician to address the customers plumbing issue, so we would not reimburse them for the service performed without our prior approval.

We offered to file a claim to send a technician to diagnose the failure with the main line, and the customer advised that he would contact us to send someone out if he wished.   

The customer also advised he would file complaints of this nature unless we ‘helped him out’ with the issue.  I am sorry that we cannot, but we have technicians that work with us directly in reference to repairs, and the Contract gives us the sole and absolute right to select the Technician.

We decline the customer’s $7,000.00 demand.  

Sincerely,


Carl ******
Escalated Special Handling

Business Response: November 11, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006   
Chicago, IL  60611

Re: ******** *********  TX-*******

Dear Ms. ******:

We have received the customer’s complaint and our providing the following response.

On September 16, 2015, the customer opened a Warranty Contract with our company

It would appear that in early October, the customer experienced some type of plumbing issue.  On November 6, the customer called our office to report a blockage and a leak in their sewer main. Rather than call us at the time the issue was noticed, the customer hired someone outside the warranty who addressed the blockage, and acquired quotes to address the leak.

Per our Contract, Section III,

A: “You or Your agent (including tenant if specifically authorized by the Home Owner) must notify HWA for Service Requests to be performed under this Contract as soon as the problem is discovered. HWA will accept service requests 24 hours a day, 7 days a week, 365 days a year at 1-888-HWA-RELY or online at www.HWAHomeWarranty.com. To be covered, notice must be given to HWA prior to expiration of this Contract.”

B: “HWA will dispatch Service Requests to an Authorized Repair Technician within 48 hours. If you should request HWA to perform non-emergency Service outside of normal business hours, you will be responsible for any additional fees and/or overtime charges.”

C: “In emergency situations HWA will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service (emergency usually considered to be loss of life or peril).

D: “HWA has the sole and absolute right to select the Authorized Repair Technician to perform the Service; and HWA will not reimburse for Services performed without its prior approval.”

So, per our contractual agreement with the customer, they did not call us to report the problem until a month after the clog was cleared. We were not given the ability to send a technician to address the customers plumbing issue, so we would not reimburse them for the service performed without our prior approval.

We offered to file a claim to send a technician to diagnose the failure with the main line, and the customer advised that he would contact us to send someone out if he wished.   

The customer also advised he would file complaints of this nature unless we ‘helped him out’ with the issue.  I am sorry that we cannot, but we have technicians that work with us directly in reference to repairs, and the Contract gives us the sole and absolute right to select the Technician.

We decline the customer’s $7,000.00 demand.  

Sincerely,


Carl ******
Escalated Special Handling

Consumer Response:


Complaint: ********

I am rejecting this response because we were never informed about this procedure and it was an emergency where we had to act immediately. Also, I've read many complaints about this fraudulent insurance company where they employ other fraudulent plumbers and technicians to make false claims so they don't have to financially cover any expenses. Their own plumbers and technicians have the incentive to make false claims as we have now read many complaints about this. It's interesting that this company will not allow 3rd party plumbers to get bids and will only use their own. How does that benefit anyone but themselves? The fine print is what keeps these scam artists in business but thank God for social media where we can share our good and bad experiences with other consumers. There is a reason this company has a 1.5 star rating, I will never use a company again without researching their integrity and business practices. 

We are asking for them to cover the work that we should be insured for, that's it. 


Sincerely,

Deborah Rodriguez

Consumer Response:


Complaint: ********

I am rejecting this response because we were never informed about this procedure and it was an emergency where we had to act immediately. Also, I've read many complaints about this fraudulent insurance company where they employ other fraudulent plumbers and technicians to make false claims so they don't have to financially cover any expenses. Their own plumbers and technicians have the incentive to make false claims as we have now read many complaints about this. It's interesting that this company will not allow 3rd party plumbers to get bids and will only use their own. How does that benefit anyone but themselves? The fine print is what keeps these scam artists in business but thank God for social media where we can share our good and bad experiences with other consumers. There is a reason this company has a 1.5 star rating, I will never use a company again without researching their integrity and business practices. 

We are asking for them to cover the work that we should be insured for, that's it. 


Sincerely,

Deborah *********

11/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I just purchased this home in sept this year, it came with a warranty (Platinum) which covers all of the homes systems. when we moved in the salt water pool had a problem with the electronics (corrected by HWA) about nine (9) days after we moved in the water softening system became inoperative (a dead player) I contacted HWA about the system and they told me I would have to find a VENDOR (customer buyout they called it) I exhausted all means trying to find a vendor they finally sent out "The Plumbing source in Wildomar California, they came out and checked the unit, I had to pay the mandatory service fee, found it inoperable. when they made the report to HWA they (HWA) claimed they needed the copy of the home inspection I sent them a copy via email and received a call about two hours later claiming that the claim had been denied. they claimed that it was never working and I told them that. UNTRUE, I told them that the reverse osmosis filter under the sink wasn't working and they said that they didn't cover that system, so I had it removed. If HWA was told that the purifier was never working, why did they find a vendor, have me pay a $60.00 service call, then ask for the copy of the inspection and then turn it down, la little bit fishy don't you think? in my service contract it clearly states that the water softener IS covered, this isn’t' the first similar report about this company in reviews and the better business bureau complaint site. please handle this complaint and help this 100% service connected disabled veteran get what is rightfully a very poor business decision on HWA's part.

Desired Settlement: for this matter to be handled and resolved in an expedient manner.

Business Response: November 11, 2015

******* ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

*** ******** ********  **********

**** *** *******

We have received the customer’s complaint and our providing the following response.

On September 22, 2015, the customer opened a Warranty Contract with our company.

On the afternoon of October 5, 2015, the customer called our office to file a few claims on certain items that he had stated had never worked properly for him since he had moved in on September 25, 2015. (To be specific, the customer stated he noticed the water softener issue right after they moved into the home, when he tried to set it up.  He then went on to discuss his reverse osmosis filtration system that is not eligible.  When he was asked if the water softener ever worked, his response was “Never.” )

Per our Contract, we assigned a technician to diagnose the unit, but we had difficulty assigning a technician that would service the customer’s area.  As a courtesy, we offered them the option of finding their own technician, but when they could not, we assigned a technician.  The technician advised that the unit had failed due to age.  Per our contract, section I.B.7:

““Covered Systems and Components” means systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown. Components shall be considered in proper working order if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date.”

As the customer stated it had never run properly for a single day, and the technician determined that the issue had failed due to age, we requested the customer’s home inspection, to determine “ if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date.”

Per the inspection, the inspector is not required to:

“Inspect water conditioning such as water softeners or water drain pumps of waste ejector pumps.“

Had the softener been visually inspected or mechanically tested on the Coverage Period Start Date, a problem would have been detected, as it was by the technician when they inspected the unit.  

As a courtesy to the customer, we have refunded the trade service fee, but we would not repair/replace the softener, that never worked properly for the customer, and was not determined to be in proper working order.

Sincerely,


**** ******
Escalated Special Handling

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

Sincerely,

****** ********

very convenient story I never said that the water softener was never operative and if HWA will review the "recorded conversation" that they claimed to have then please produce it. and you will see that it was the R.O. UNIT under the kitchen sin.

also HWA did a customer buy out initially, when I couldn't find anyone they scrounged up "the  plumbing source plumbers who can and will corroborate my version of this matter.

My situation isn't unique, there are over 50 complaints in the BBB that are almost exact to my problem.

I'm sure that HWA will have no problem collecting there premiums

 

Business Response: November 13, 2015

******* ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

*** ******** ********  **********

**** *** *******
We have received the customer’s rebuttal and our providing the following response.

When we directly quoted the customer, that was based on a review of his phone call.  So, the customer’s claim that he never said that the softener never worked  is itself, untrue.

The customer was offered a cash out, based on his technicians diagnosis, when we offered him the ability to get his own technician.  But as stated, he declined and we provided a technician to address the issue.

The complaints filed by other individuals have no bearing on the customer’s water softener that never worked under the contract.

Nor does a sarcastic comment in reference to the cost of the contract.  We received a similar vitriolic letter from the customer’s spouse, and neither that letter nor this rebuttal, will change our position that the unit, that was never tested and never worked properly, will not be covered under the Contract.

Sincerely,


**** ******
Escalated Special Handling

11/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We contacted HWA under our contract for an AC repair on August 6, opening claim #******** HWA was not able to find a contractor and authorized our own service guy to perform the repair, after they authorize it. We were informed we will be reimbursed for $486 from the full charge of $546 within 4-6 weeks. To date no reimbursement check was issued and we cannot get an answer as to when it will be issued. Numerous telephone conversations carried with CSRs did not yield any answer, other that the recitation of the waiting period of 4-6 weeks. Our requests for escalations were answered with "this is not a reason for a supervisor call". We asked for a written reply on the expected date for the reimbursement, which was also denied. We also contacted the local HWA sales representative, Ms Melissa Barringer who could not give an answer, nor put us in contact with the reimbursement department. A copied message from our HWA on-line account is indicating the $486 charge is acknowledged, please see below:Claim History******* 08/06/2015 Air Conditioning $486.00

Desired Settlement: Receive the reimbursement according to our contract #: ********

Business Response: November 11, 2015

******* ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

*** ********* *****  **********

**** *** *******

We have received the customer’s complaint. As they have not received the check that was sent, we have cancelled the prior check, and reissued their check, to the address that they confirmed.

Sincerely,


**** ******
Escalated Special Handling

Consumer Response:

 
Complaint: ********

I am rejecting this response because:  We have never received the reimbursement payment HWA owes us, nor we received a notification as to when a payment will be made.  This company does not anyone available to discuss the issue with us.  In my last conversation with a CSR I asked when we will receive our check and she said she does not know it, and that we have to wait "4-6 weeks".  I also asked if we can receive a note stating when the check will be mailed to us, and the answer was "No".  She did not know when a payment will be made, nor she can transfer the call to anyone who can tell us when a check will be mailed out. 

Sincerely,

**** *****

Business Response: November 16, 2015

******* ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

*** ********* *****  **********

Dear *** *******

We have received the customer’s response and have confirmed they check is being reprocessed, and will be mailed to them next week.

Sincerely,


**** ******
Escalated Special Handling

11/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased contract on 3/24/14. Contract #**********. First claim was for AC not working on 4/22/14. They came and repaired it and I paid the $60 service charge. On 5/1/14 I was contacted about purchasing an additional maintenance contract for my AC, which I denied. I had already paid for a warranty to repair anything on it. On 7/2/14 I filed another claim because my primary condensation drain had clogged. Claim *******. The same company came out and HWA denied to pay to fix it because I did not buy their maintenance program. My air conditioner was covered for any problems that I encountered. They wanted to charge me $450.00 to fix what they were supposed to cover. I had to pay a $60 service fee and got nothing done to my AC unit. They denied the claim. Then on 3/23/15 I got an email that they were charging my checking account $251.13 for the first installment of my renewal payment. I wrote an email back to them on 3/24/15 telling them NOT to take that money out because I did not want to do business with them anymore. I said that I had told them in a letter back in July, after they denied my claim, that I would not be renewing my contract. I NEVER agreed to an automatic renewal. I never checked any box on any form for auto renewal. They just took it upon themselves to charge my account and went ahead and took the money out after I had told them not to. They never responded to my letter on 3/24/15. I had to call and email again to get a response. They then told me that they would cancel the policy and refund my money, but it would be six weeks before I would get my money back. I wrote numerous emails to four different people and departments complaining about them taking the money out and then not returning it for six weeks. All they would say is that it simply took them that long to refund it. Six weeks passed and no money refunded. Then seven weeks, and eight weeks, and nine weeks and then ten weeks. I finally got my money refunded on 6/2/15. They had no authorization to take that money from my account and then took ten weeks to refund it. I have every email and correspondence with them concerning every one of these matters.

Desired Settlement: I would like all or part of my original contract fee that I paid up front to HWA which was $748.40. I would also like the $60 service call fee that I paid, refunded, for the time that they denied my claim *******, which was clearly covered on my contract.

Business Response: November 5, 2015

****** *******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611
*** ********  *****  **********

Dear *** ********

We have received the customer’s complaint, and are providing the following response.

It would appear that the customer is taking certain events, in reference from the prior years coverage, connecting them loosely with non related events, and demanding a refund of his prior contract fee, and trade fee because of it.

On March 24, 2014, the customer purchased our Contract online.  When the Contract was purchased, the Contract was marked to automatically renew. The customer insists it was not, but we would not have taken his payment, if we were not advised to automatically renew the coverage.  We have provided the monies back in full from the renewal that was not intended.

In July of 2014, a claim was filed and a technician was called to the customer’s house to address a water leak from his AC unit.  The technician found a clogged condensate line at his home, which is a non-covered maintenance issue.  The customer is implying that because he did not purchase our maintenance Contract, we rejected his claim for a lack of maintenance.   The issues are not connected.  

The technician provided a diagnosis of the failure, and is entitled to their Trade Service Fee, as the warranty provided Contractual coverage for the Contract period. The customer is not entitled to a refund of his contract costs, or a trade fee, and we will not provide such a reimbursement.

Sincerely,


**** ******
Escalated Special Handling

Consumer Response:


Complaint: ********

I am rejecting this response because:

HWA may have marked my contract to auto renew, but I CERTAINLY did NOT mark anything to auto renew. I know they don't have any proof of that and could not provide it. They did, in fact, return my money for the renewal that I did not give authorization for, however they kept my money for ten weeks before they returned it. I was told repeatedly that it would be six weeks. I have all of the documented proof of all of this.

    In July of 2014 I did indeed file a claim. The reason for filing the claim was because my primary condensation drain line was clogged and water was running out of my secondary condensation line, from the PVC pipe outside my home. I did NOT file a claim for a water leak, as *** ****** states in his response. Air conditioner systems are supposed to leak water from the condensation pans.  HWA people that I talked to on the phone, asked a lot of questions, as always, about the exact nature of my problem. My air conditioner was working fine. The ONLY problem was a clogged drain line and that is what I filed the claim on. Therefore if this problem is not covered in my contact, and is a non-covered maintenance issue, just as *** ****** states, then tell my why they sent a technician out to look at it and charge me $60 to tell me that they don't cover it. HWA should be able to know what they don't cover and they should have told me on the phone that this issue is not covered on my contract. However they did not do that. They are the ones that called the technician out which cost me $60 for nothing.  *** ****** has made two false claims so far in his response. His third concerns the maintenance contract. I was specifically told that if I was to purchase a maintenance contract, that this type of condensation line clog would be covered then, but because I had not purchased one, that it would not be paid for.

    This type of business practices is why this company has so many complaints filed against it.


Sincerely,

***** *****

Business Response: November 13, 2015

******* ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

*** ********  *****  **********

Dear *** *******

We have received the customer’s rebuttal, and are providing the following response.

The customer accuses me of making false statements in his rebuttal, but does not support that accusation in any way.

Per my initial response:

“On March 24, 2014, the customer purchased our Contract online.  When the Contract was purchased, the Contract was marked to automatically renew.”

I do not address who marked the contract to renew, or accuse the customer of doing so, I only state that it was.  I know this because the contract renewed. I apologize if there was some delay in his refund, if there indeed was, but that does not mean the customer would receive a refund of his prior contract, in reference to said supposed delay.

As to his second point, this is the exact statement that was made by the customer in his online claim:

“Covered Item Problem: Heat Pump System - Same system used for heating and cooling
When did you first notice the problem?: Two days ago
 Q & A:
Q: Has the air conditioner ever worked properly for you A: Yes
Q: Please Tell us the nature of the problem you are experiencing A: Other
Q: Please tell us how the air conditioner worked for you previous to this problem A: No problems Q: Have you had maintenance performed on the system A: No
Q: How many units do you have A: One
Q: Please tell us which part of the home is not cooling A: Other
Q: Please tell us how long the unit has been running properly for this season. A: More than 2 Months
Problem Description: Water has begun flowing from the secondary drain pipe. It has never done this since I bought the house two years ago. Water is dripping from the primary drip pan pipe, but is also flowing from the secondary drip pan pipe. There is either a hole in the primary pan or the drain is partially clogged on the primary pan for it to have water running out of the secondary drain pipe. The air conditioner is working fine otherwise. This needs to be fixed ASAP, please.”

The customer suggests two possibilities as to the water leaking from his system.  We sent a technician as our agreement directs us to, and the technician found the problem.   

The customer, in hindsight, is saying we should have called him after he filed his claim online, and advised him that the claim was not covered.  However, if the issue had been a leaking pan, it would have been eligible, and the customer could adjust his complaint to  how we have evaded addressing his claim.  We feel it is better to diagnose the claim that the customer has filed, than advise them the issue is not covered without knowing what it is.

Thus, I have made no false statements in reference to these issues, and our former customer is trying to create an issue from nothing, to justify a reimbursement that he is not entitled to, and that we are not offering.

Sincerely,


**** ******
Escalated Special Handling

11/16/2015 Problems with Product/Service | Complaint Details Unavailable
11/15/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Claim number # ******* On July 26, 2015 I called HWA for an emergency HVAC repair due to my child health problems, I spoke to ********** who could not find an HWA tech available to come to the home and authorize me to call me own tech, ***** heating and Air to come out to assess the unit. After I had called him, She later called and told me one of their techs had become available, but I told her my tech was already on his way what should I do I have no way to call and tell him not to come, She told me I should work with HWA techs but in this situation go ahead and have him do the work. We spoke with ****** who authorize the replacement of the unit and she provided her email to submit the reimbursement, but I spelled warranty wrong and it was sent back to me. There was and issue with 3 of their service techs and replacing the actual unit and I ended up working with ****** after speaking with a supervisor. She assured me she was processing the reimbursement, but I never heard back from her after my unit was repaired. I requested to speak with a supervisor, even left messages never heard back. Two service associates were suppose to look into the matter and call me back but I have heard nothing. I have been with this company since 2010 and I and surprised by the lack of response and service that they have provided me.

Desired Settlement: They need to reimburse me. ********* authorized me to use my own vendor because one of theirs wasn't available at the time, I have already paid for the service out of my pocket. ****** *** **** both stated that they would process the reimbursement but I have not see one and now no one seems to be returning my calls I have done everything on my end as a customer.

Business Response: September 22, 2015

****** *******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006
Chicago, IL 60611

*** ********* ****** **********

**** *** ********

We have received the customer's complaint, and are waiting for her documentation to resolve the issue.

Sincerely,


**** ******
Escalated Special Handling

Consumer Response: I just received the SECOND check today Issued to a ********* *** ****** ****** The same issued as the first I can not cash this check. I have called several times to have some fix it and no one will fix it. I am the only one on the policy, so I have no idea why someone else is on this check!

Business Response: November 4, 2015

****** *******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

*** ********* ****** **********

**** *** ********

The customer has received a second  check, and  we have confirmed and reissued both checks in her name alone..

Sincerely,


**** ******
Escalated Special Handling

11/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Here is a brief summary: I purchased a home warranty from HWA on 8/28/15. On 9/8/15 I filed a claim to have my dishwasher repaired. Paid $75.00 for "preferred vendor" (repairman) to assess problem. 9/23/15 Brandon Dodd from HWA called to tell me HWA would do nothing. 9/24/15 I submitted a request to cancel our home warranty and requested a full refund. HWA told me it would take 6 weeks. 11/10/15 I'm still waiting for my refund.

Desired Settlement: I would like to receive a check from HWA for $460.00

Business Response: November 12, 2015

Lucille ******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006   
Chicago, IL  60611

Re: 10947230: ***** TX-1990383

Dear Ms. ******:

We have received the customer’s complaint and provide the following response.

On August 28, 2015, the customer opened a contract with our company.

On September 8, 2015, they opened the following oven claim online:

Covered Item Problem: Unit Will Not Turn On
Brand: **********
Has this item ever worked?: Yes
When did you first notice the problem?: About a week ago
Have you moved into the home?: Yes
When did you move into the home?: 08/31/2015
Q & A:
Q: Please tell us how many times this item has worked properly since the contract start date A: Never
Problem Description: The dishwasher would not start. The "clean" indicator was on. We switched the circuit breaker off and on. Then the dishwasher would start. After that cycle it would not start. Yesterday, 9/7/15, it started leaking.

We assigned a technician to diagnose the unit.  On September 10, 2015, we were advised that the unit would not start unless the breaker was reset, due to a bad control module.   The door seal on the unit had also failed.  Per our contract, section I.A.2:

“Coverage will only apply to system and component malfunctions explicitly listed as “Included.” Malfunctions which existed on the Coverage Period Start Date will be covered only if the malfunction was unknown and could not have been detectable by visual inspection or simple mechanical test. Certain items may not be covered by this Contract. Refer to the “Covered Systems and Components” and “Limitations and Exclusions” sections on the following pages for coverage details.”

As the customer advised us the unit had never worked properly, we requested a copy of the customer’s Home inspection to confirm that  “the malfunction was unknown and could not have been detectable by visual inspection or simple mechanical test.”   At that time, the customer advised us that the property was purchased ‘as is’, and there was no inspection.

As the failure with the unit could have been detected on the Coverage Period Start Date by the unit being mechanically tested, the warranty would not cover the repair/replacement of the dishwasher that never worked properly under the Contract.

On September 24, 2015, the customer requested to cancel the contract, and a check was processed to be sent to them on October 28, 2015. If they have not received it, we will gladly stop and reissue the payment.

Sincerely,


Carl ******
Escalated Special Handling

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10947230, and find that this resolution is satisfactory to me if the check is for the full amount of $460.00. 


Sincerely,

Mary *****

11/12/2015 Problems with Product/Service | Complaint Details Unavailable
11/11/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased a new home at the end of august and decided to put on a home warranty through this company. Two weeks after moving in, my dishwasher stopped working. Repair tech came out and said it needed a new part. Came back to install it a week later to have it quit working the day after. Made another appointment with the tech and he cam out again and "fixed" it only to have it stop working about an hour after he left. Now they are saying they will not fix it. 3 weeks into my home, I have an electrical issue in the detached garage. Evcen though my contract states that detached garages are covered, they are refusing to fix it. My hot water tank is not properly heating the hot water, as it takes about 20 minutes for it to heat up, and now they are saying that I have to prove that they were originally working! My house would have never passed inspection or the bank appraisal if things did not opperate properly. I have lived in the home for almost eight weeks now and my dishwasher is not fixed, my hot water tank is not heating properly, and I had to hire an electrician to come fix the wiring because it was a fire hazzard and I could not wait. Why pay for a home warranty if they will not stand behind their contract stating they would fix it?

Desired Settlement: I want them to honor the contract and stop harassing me. I want my dishwasher fixed or replaced, I want my hot water tank fixed, and I want to be paid back for the money I spent on fixing the electrical.

Business Response: October 27, 2015

Esther *******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006
Chicago, IL 60611

Re: 94574167 Sternod WA-1874755

Dear Ms. *******:

We have received the customer's complaint, and have contacted her directly to address the issues mentioned in her complaint.

Sincerely,


Carl ******
Escalated Special Handling

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I am still in the process of trying to resolve this issue. Contact was made by the company and one of the vendors... Still waiting for the other one.

Business Response: November 5, 2015

Esther *******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: 94574167  Sternod WA-1874755

Dear Ms. *******:

To our knowledge, all three  issues have been addressed.  If something has not, the customer can contact me directly at c******@hwahomewarranty.com.

Sincerely,


Carl ******
Escalated Special Handling

11/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our garage door opener malfunctioned causing the door to bend and become unusable. We contacted HWA 9/22/15, they gave us a # for ******* Garage Doors. HWA stated that the warranty will only cover the replacment of the door if there was a malfunction with the motor. A man from ******* Garage Doors came out on 9/23/15 to assess the damage and cause of the malfunction. The man was unprofessional and unknowlegable. 2 residents were home during the assement where both reaidents had explained to the repair man that there were several occasion when the garage door would go half way down and then stop and go back up without closing. The man ignored the concerns and did not look at or test the motor at all. The only thing that ******* Garage Doors did was write up an invoice to replace the door and stated that the door is not covered under the warranty, with no testing of the product or explanation as to why the door malfunctioned. We contacted HWA to dispute the service and get our retainer fee refunded and asked for a second opinion, in which we were told that an additional retainer fee would have to be paid to the new person coming out. We decided to get a second opinion of our own, as we did not feel it was right to keep paying $50-$100 for new people to come out, when we were able to get a free consultation and estimate of our own. We then contacted Brian with B and B Garage Doors, who is not within HWA's agent network. B&B did a survey on 10/1/15, and concluded that the motor on the opener was sporadically running up and down sometimes forcing the door to far down causing damage to 4 panels on the door. He stated that with his experience in this field, it seems the opener was a major cause to sections bending. B&B was even so concerned with the motor, that they stated when decided to have a new door installed, its advisable not to connect the motor to it, until the motor has been changed, as it is highly likely that the new garage door would just get damaged as well. The company we chose on our own was very knowledgable and answered every question and concern we had, which ******* Garage Doors did not. We told HWA that we were concerned with the service and that he had no concern for our well being, but they seemed not to car since they would believe their agents over their paying customers. We have paid B and B Garage Doors to replace the entire garage door and install the motor as of 10/7/15. At this time we are seeking a refund in the full amount of $1,000, which is the $50 service fee for ******* Garage Doors, $700 for a new garage door install, and $100 for the installation of the new garage door opener/motor, and $150 for the purchase of the new opener/motor, Which we have paid all of these expenses out of pocket.

Desired Settlement: At this time we are seeking a refund in the full amount of $1,000, which is the $50 service fee for ******* Garage Doors, $700 for a new garage door install, and $100 for the installation of the new garage door opener/motor, and $150 for the purchase of the new opener/motor, Which we have paid all of these expenses out of pocket.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I have submitted documentation of all receipts for repairs being made to an e-mail address of houston.black@hwahomewarranty.com. I expect a full refund as the technician that HWA sent to our home was unknowledgeable and unprofessional. He did not provide any of the above information to Elliot or other residents in the home during his visit. The technition only looked at the door and dis not test the motor, as we had made complaints that the opener was spratically running! I did not feel comfortable with another one of their technicians coming to our home, as i feel they were not sending out quality technicians. I feel that the company was giving us the run around, and did not care to resolve our issues, as we had asked to speak with managers on multiple attempts, and was only able to leave messages for them after going through our long scenerio with their customer service represtatives every time we placed a call to their company. I for a fact know that this company rarely pays out on claims, as i work in the real eatate business and have heard many, many complaints from customers of theirs as well. As stated in my first claim, the first technician did not properly diagnose the issue at hand, therefore we went with a recommend company, as HWA was not workable with what we (as their customers) deemed was appropriate for the situation. Thank you!

Business Response: October 26, 2015

****** *******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006
Chicago, IL 60611

Re: ******** ****** **********

Dear Ms. *******:

We have received the customer's complaint, and provide the following response.

On September 22, 2015, The customer filed a claim under their Garage Door System coverage, advising that the door was not closing. . Per our Contractual agreement, we assigned a technician to diagnose the issue.

On September 24, 2015, we received their diagnosis electronically. It stated, " Customer need a new garage door. All 4 panels have metal that is splitting. I showed ******* where the damage was and that is not fixable. Left pricing to replace the garage door. Collected a trade call fee of $50 and told ******* that I would apply the $50 towards the replacement door." Per our contract, Section IV.I, under excluded items, the first item listed is 'Garage Door"

The customer called us, and we advised them that the failure was with the excluded door. We offered a second opinion with the fee pending, but the customer declined, wanting to pay no additional fee, whether the second opinion agreed with the first or not. They spoke with a supervisor, and then wanted a second, who left them a message the following day.

Two weeks later, the customer called back, after replacing his door and his opener outside the warranty, and wanted to send documentation for reimbursement. We have offered to review his documentation, but have not guaranteed any reimbursement , as per Contract section III.D

"HWA has the sole and absolute right to select the Authorized Repair Technician to perform the Service; and HWA will not reimburse for Services performed without its prior approval."

We did not approve a technician to replace the customer's opener. We do not provide coverage for the customer's garage door.

So, we decline the customer's desired resolution, and are waiting for the documentation they stated they would provide for review.

Sincerely,


**** ******
Escalated Special Handling
******* Contract.pdf)

Business Response: November 4, 2015

****** *******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: ******** ****** **********

Dear Ms. *******:

We have received the customer’s rebuttal, and provide the following response.

We have received the customer’s documentation, and offered them reimbursement, based on our cost for the replacement of their system, We are not liable for paying for the replacement the customer performed on their own and without our approval, but offered said reimbursement as a courtesy, to resolve the issue.

The customer has impolitely declined our offer, demanding a larger reimbursement(including the non covered door) that we would not be liable for.

Their rebuttal falsely states that we rarely pay out claims, in order to color us in a negative light,  but does clearly state how they did not agree with our suggested solution(sending a second opinion with a trade fee pending based on the second opinion’s diagnosis),  did what they wished, and are now looking for us to pay for it. We will not pay for their non-covered door.

As they have declined our offer, we consider this issue closed.

Sincerely,


**** ******
Escalated Special Handling

11/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed a claim on my dishwasher on 10/1/15 with Zachary ****. They assigned it to a person that does not work on ***** dishwasher's. They assigned it to Randy ****** who stated he only took cash. Then I got a call from HWA they scheduled it with Sear's for 10/5/2015. Randy ****** showed up on that date and worked on dishwasher. Submitted work to HWA and got call from Rob of HWA denying my claim when I purchased the warranty that covers my dishwasher. Still have received no call from any supervisor that I requested.

Desired Settlement: I am seeking dishwasher be repaired per my contract as it has no circumstances as stated by the company. If they are not willing to repair then I want a full refund of $75.00 I paid today as well as the $860.00 I paid for a warranty. If not will seek an attorney as well. Have called to speak with a supervisor and yet to receive a call from Bruce or Brian. The person that denied claim is Rob.

Business Response: October 16, 2015

Esther *******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006
Chicago, IL 60611

Re: 94573070: Smith AZ-105308

Dear Ms. *******:

We have received the customer's complaint, and have addressed the issue with them directly.


Sincerely,


Carl ******
Escalated Special Handling

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
HWA assigned my dishwasher issue to vendor Randy ****** and have not received a call from him at all. Dishwasher is still not fixed. I am totally disabled and under The Disability Act have had to pay to have dishes cleaned since issue happened. Received a call from Carl ****** from HWA who is their Escalated Special Handling stating they will fix it yet still not fixed. This has been going on since 10/1/2015. Will seek an attorney if needed.

Business Response:

From: ******, Carl [mailto:c******@hwahomewarranty.com]
Sent: Friday, October 30, 2015 3:53 PM
To: Esther ******* <e*******@chicago.bbb.org>
Subject: 94573070

 

(esther-your site is still down, preventing me from posting the below response before the due date-here it is)

October 29, 2015

Esther *******

Dispute Resolution Specialist

Better Business Bureau

330 North Wabash, Suite 2006   

Chicago, IL  60611

Re: 94573070: Smith AZ-105308

Dear Ms. *******:

We received the customer’s rebuttal, and are providing the following response.

After speaking with the technician and the customer, and learning of  a disagreement between them, we offered the customer two options to address the dishwasher issue:

•       the option of a cash out to repair/purchase a new unit

•       assigning a different technician to diagnose/repair the existing unit.

The customer desires the unit to be repaired, or replaced if necessary, so we have assigned a new technician that works om ***** dishwashers. They have provided the diagnosis, are ordering the motor to repair the unit, and we have approved the repair.

Sincerely,

Carl ******

Escalated Special Handling

11/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The washer HWA is offering to me as a replacement can be bought at home depot for $629.00. My washer is a $1300 washer. I strongly disagree with their decision that the model they are offering to me is an equivalent to my washer. I outlined to the company the features and the quality of my washer model #MVWB950Y ****** Series vs the ********* washer model# WTW7000DW they say is an equivalent. Not only are they not matching my same color, I do not feel they are matching the quality of the stainless steel or quality of the drive system and infinite speed motor of my current unit. I have outlined to them all of the various features my washer has vs what they are recommending as a replacement. Their solution to this was to charge me a $300 upcharge fee. I should have to pay an upcharge fee on a warranty that was purchased that was suppose to cover me for replacement with a same like model? I have now been out of a washer for a week and a half and a new washer is still not on order because HWA does not want to honor the terms of my contract. Below are some of the features of my Maytag Washer: slate gray commercial grade stainless steel commercial grade drive system ball bearings commercial capacity, infinite speed motor Max spin speed - 1100 Heater Wattage - 1200 Watts Timed bleach and oxi dispenser Number of spin speeds - 4 Sanitary with Oxi - Yes, featuring Allergen Removal Clean Washer feature - Yes with Affresh Rapid Wash - Yes Extra Rinse - Yes Delay Start - Yes Stain Release with Heat - Clean boost with Heater Number of Temperatures - 5 Temperature Control - Automatic Temperature Control Clean Washer Reminder - Yes Water Level Sensor - Intellifill Automatic Water Level Sensor Power Wash - PowerWash CEE TIer II High Efficiency HE Washer - Using High Efficiency Detergents Concentrated Cleaning - Low water cleaning feature for concentrated cleaning Electronic Control Panel with Estimated time remaining display Power/Cancel Button HWA should be honoring the terms of my contract by replacing my washer with NOT only the same features but with a washer that is of the same quality and workmanship of my existing washer. The MSRP on my washer is $1299 and they feel a $620 ********* washer is an equivalent? I strongly disagree.

Desired Settlement: Replacement with a ********* Washing Machine model# - MVWB855DC which I feel is the equivalent to the machine I have now. My claim # is 1370004.

Business Response: November 4 , 2015

Esther *******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006           
Chicago, IL  60611

Re: 94575340: ***** IL-1854776

Dear Ms. *******:

We have received the customer’s complaint, and have addressed the issue with the customer directly.

Sincerely,


Carl ******
Escalated Special Handling

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10887133, and find that this resolution is satisfactory to me.

Sincerely,

Barbara *****

11/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called HWA on 10/6/2015 to request a claim for a leak in my roof. They issued me a claim number of ******* and told me someone would be out to service my roof. Charles ****** from Remodeling and repair, LLC came that same day. Charles identified the issue as the tar paper failing and said he would send the information to HWA to be able to begin work and would cc me on the email. On 10/8/2015 HWA reached out to my wife and informed her that our claim was denied. I called HWA on the morning of 10/8/2015 to inquire as of why the claim was denied, I was told that the issue is from the flashing and that HWA does not cover counter flashing. When I read through the email from the service provider. I noticed that it did mention flashing but that the water is getting past the flashing but that the cause is from the tar paper failing. They said that they did not get that same information from the provider and I would need to contact him to understand the true cause of the leak. I asked to speak to a supervisor regarding my issue, they told me no supervisor are available and all I can do is leave a message and they would get back to me within 24 hours. I left a voice mail with a supervisor on the morning of 10/8/2015. I then proceeded to call Charles and asked him about the issue with the counter flashing he informed me that there was no issue with my counter flashing. And he informed me that there is a very big difference between the flashing and the counter flashing that they are two separate items. He also proceeded to inform me that the issue was not even with the flashing but with the tar paper failing. I then called HWA back to inform that that the issue was not with the counter flashing but with tar paper and I also informed them that the counter flashing and flashing are two separate items. They said that they did not think they were separate and that they still believe the issue is caused by the counter flashing and will not proceed with the service. It has been over 24 hrs and I still have not heard back from a supervisor.

Desired Settlement: Repair the Roof

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from the business as I have still have not received a promised phone call from a supervisor and I was informed that I would be charged for a second opinion even though the first opinion came from their selected technician. I have attached the email that was sent to HWA that I was copied on from that technician. As the email states "Flashing" not counter flashing and some tar paper failing. Per my conversation with Brooke at HWA I was told that the tar paper would fall under a category of approved but since it is due to the "Counter Flashing" they will not cover it. After speaking to their technician he informed me it was not the "Counter Flashing" I would like HWA to apply what their own technician has said, if they would like to send out a second technician at their own cost. I would be fine with that. Please see the email below from the technician. I have since received an email from HWA asking me if my "Covered roof leak repair has been repair and to rate the service". I am also curious as to why I am receiving an email from HWA with the title of the email saying "COVERED CLAIM" and referencing the claim numbered associated with this claim.


Email to HWA from Service Technician




The problem is water is leaking past the flashing caused by buildup of debris and some tar paper that is failing ( see picture) . we will be removing approximately 1 square of concrete roof tiles repairing roof and re installing same tiles




Labor approximately 6 hours 2 people, 95x6=$570

materials 65




sub total $635

Trade call fee $75 -$75 paid by owner




Total to complete work $560




Please send work authorization number



Charles ******

REMODELING AND REPAIR, LLC.

Business Response: October 21, 2015

****** ******* ******* ********** ********** ****** ******** ****** *** ***** ******* ***** **** ******** ** *****

Re: 94573764: Lords NV-*******

Dear Ms. *******:

We have received the customer's complaint, and provide the following response.

The customer is now stating that the failure with the roof is the tar paper underlayment, which was not mentioned to us by the technician. Underlayment is excluded from our Roof Leak Repair coverage, but as a courtesy, we offered a second opinion to the customer to re-evaluate the issue. We are waiting for the customer to confirm if they wish the second opinion.

Sincerely,


Carl ******
Escalated Special Handling

Business Response: October 21, 2015

****** ******* ******* ********** ********** ****** ******** ****** *** ***** ******* ***** **** ******** ** *****

Re: 94573764: Lords NV-*******

Dear Ms. *******:

We have received the customer's rebuttal, and provide the following response.

On October 19, 2015, a supervisor called the customer, and left a message. Later that afternoon, the customer called back, we offered a second opinion, and advised they needed to discuss and get back to us. They have not called us back, and are addressing the issue here.

The customer states the technician sent an e-mail to "HWA". If he could be more specific, as far as who the technician claims to have sent the e-mail to, I will gladly research. In fact, if he could forward both of these e-mails he states he received to me (c******@hwahomewarranty.com), I would be happy to review them.

Though, per the text of the e-mail that he copied into his rebuttal, it references the concrete tile roof tiles need to be removed. The warranty only addresses leaks in: "rolled, asphalt shingle, or clay tile roof structures only."

Sincerely,


Carl ******
Escalated Special Handling

11/1/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Home warranty of americacould not find a plumber intially for a month to repair faulty plumbing in my home.. The complaints for service were made on 8/28/2015 . The company sent out to make the repairs, ******** ******* plumbing, contracted by HWA made false statements about our plumbing that is not correct. In the diamond plan, any repairs that need to brought up to code to be done are covered. We Are being told after having an all inclusive contracts that includes unknown conditions, improper installations and poor maintainence of any system will be covered as per our contract. HOME WARRANTY OF AMERICA is stating to us that we need to pay to have a shower valve up to code ( they are stating this doSE not exist, but there has to be a valve to turn the flow of water from the tub faucet to the shower, which is what come off in my hand. The plumber even stated to Robert ******* that the o rings in the valve cannot be replaced but the entire valve must be replaced. We are being told we have to pay over $700 dollars to bring the shore valve up to code, even though the contract states any and all repairs that need to be brought up to code are covered. Representative Willma on 10/5/2015 told me this is not covered, despite what my contract states as this is what the technician is stating. The technician, from ******** ******** plumbing refuses to give us anything is writing and repeatedly refuses to answer our question. Both ******** ******** plumbing and HWA are owned by the same parent company. Irregardless, our contract should cover improper previous installations prior to our purchase and still be brought up to code as per our contract, which is also stated on thier website under sample contract under diamond plan. We are being told that a basket strainer at 232.10 must be installed due to not being installed previously WHICH again should be covered under previous improper installation. The same is for the laundry drain line cap. They are withholding ALL repairs including an emergency failure of a shut off valve that I had to pay $400 to repair. They refuse to repair the leaking kitchen since that continues to pour water from the faucet.. The plumber we obtained for emergency repairs can and will defend that these issues are from previous improper installation and or failure from poor maintenance. We continue to call the company 3-4 times a week and each time we get a different answer as to why service will not be covered AT ALL. ON 9/4/2015 I made requests for multiple appliance failures discovered in a 48 hour period- the first floor washing machine shakes and moves about the kitchen and does not wash well, the second washing machine, which was documented in my home inspection to be working, no longer turns on at all, the dryer was also banging and shaking and taking a long time to dry, the second floor refrigerator does not coo but the freezer works. We did ask for updates as to why we never heard from Lane alliance repair in north haven, CT. We called weekly since we had no response from Lane appliances. While contacting them for the plumbing issues, we continued to ask about the appliances & were told that: it was a compliant, not a service request, despite having claim numbers. Today, on 10/5/2015 Wilma stated the claims were closed as the time period had been too long since the claim was opened so it was closed by default despite our constant complaints to Robin, several of the supervisors, Over a3 week period. We are told that since a claim was filed, we cannot get a full refund. We paid the $100 service call for our plumbing issues, but nothing has been repaired. It is a sham to be on hold with HWA & ******** ******** with thier hold music in sync and yet both companies deny they are connected.we have this on video& we have HWA and Benjamin refusing to make emergency repairs for a faulty shut off valve because they did not have the home inspection report, but thier own plumber inspected our plumbing prior

Desired Settlement: What we want is for Home warranty of America to honor the plan as stated ASAP as there is water leaking all over our home that they refuse to repair. My tub never leaked during the expection. The cold water nob leaked when the shower was running . The middle shower knob that opens the shower VALVE did not come off during expection of the first week of use. I was very specific in asking before I entered into the contract "1- are there plenty of technicians to perform repairs in our previous home, American home shield took over a week to repair broken items" I was told " yes ma'am, there are plenty in your zip code" .I was later told by Virgil Hawkins from HWA on 9/5/2015 that there is no way anyone would know that until a complaint was made, which THE FIRST OF MANY LIES to be told by HWA. Robert ******* and I have repeatedly requested all of this information in writing from HWA about their POLICIES THAT EXCLUDE ALL THE ITEMS COVERED IN OUR CONTRACT BUT THEY REFUSE. THEIR VENDOR ******** ******** ALSO REFUSES TO LIST THE REPAIRS AND THIER COST TO US IN WRITING. we have these requests on video as both companies refuse to answer why we don't have this in writing from either.We want all appliances repaired and plumbing issues repaired without any hidden fees AND TO BE REIMBURSED THE ENTIRE AMOUNT PAID FOR THE EMERGENCY PLUMBING REPAIR WE HAD TO MAKE BECAUSE BOTH HWA AND BENJAMIN REFUSED TO MAKE THESE REPAIRS EVEN WHEN WE ASKEDTO PAY ******** ******** FULL COSTS

Business Response: October 14, 2015

Esther *******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006
Chicago, IL 60611

Re: 94573088: ******* CT-1986242

Dear Ms. *******:

We have received the customer's complaint, and provide the following response.

On August 18,2015, Liza ******* called our office looking for information on our coverages in reference to a duplex that she stated was in the process of closing. At that time, she was looking to confirm that the contract provided coverage for plumbing issues, as well as washers and dryers.

On the afternoon of August 20, 2015, she called back, to ask about service fees on the contract, and again confirmed coverage for plumbing problems in bathrooms, and well as washer dryer coverage. She specifically showed an interest in purchasing additional coverage to upgrade the refrigerator, clothes washer and dishwasher. The call was lost.

Ninety minutes later, she called back and opened a Contract with our company. This Contract requires that all systems and components, per section I.B.7:

"...are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown. Components shall be considered in proper working order if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date."

The following morning, when she paid for the coverage by credit card, she reported the main drain backing up. (which effected 2 kitchen sinks as well as a flood sink and an upstairs bathroom sink). Also, two separate bathrooms are being effected, with a 1st floor bathroom shower not producing hot water, with a broken diverter that had occurred the night before. She claimed that nothing had worked properly for her since the inspection in July. As the contract requires everything to be in place and in proper working order, as of the effective date, we requested a copy of her settlement statement to confirm that a collection was made for the warranty. (It appears that it was not, as the customer had apparently closed on the property August 10, 2015 and moved in two or three days later. They then purchased the warranty after they spent a week in the property.)

Eight days later, Mr. ******* called our office to file a claim on three issues that he stated had occurred two days prior,(shower diverter, toilet backup, kitchen sink leak) and was looking for a technician to do a walkthrough of the property, to confirm the property was up to code. (The warranty does not perform property inspections, but Mr. ******* was adamant about having someone inspect the plumbing in the property)

Additionally, he spoke of filing a claim on an appliance/appliances, and a possible leak in his roof, but did not file additional claims at that time
.
We assigned a technician, for the plumbing issue, but they declined to service the area, so we offered the customer the ability to get their own technician, while looking for another technician to address the issue.

On September 4 2015, Mr. ******* called back filing claims on his Washer, Refrigerator and Dryer. Then Ms. ******* called back to complain about the multiple fees due for the three appliance claimed filed, and stated her desire to cancel the contract.

On September 9, 2015, a plumber was arranged. The diagnosis provided was that the kitchen faucet is leaking, with a lack of venting from the sink, the laundry drain was improperly sized, the 3 handle tub shower valve was leaking, due to an improperly installed drain and vent, and a leaking sink basket strainer.

As the customer had mentioned experiencing various plumbing failures, since move in prior to contract purchase, we requested a copy of a visual inspection or mechanical test, to confirm the plumbing was in proper working order on the effective date of the Warranty Contract.

Mr. ******* disputed providing the inspection, and insisted that items should be covered, as they were unknown improper installations, per contract section VI.G:

"Improperly matched and/or installed systems defined as follows: HWA will repair or replace a covered system or appliance that fails or identified due to an associated failure that was not properly matched in size or efficiency, and/or improperly installed prior to or during the Coverage Period, provided that it was unknown or could not be known to the Home Seller, Home Owner, real estate or other agent by a visual inspection or simple mechanical test prior to the Coverage Period Start Date. "

We again requested a copy of his inspection, per section VI.G:

"HWA will pay no more than $750 in the aggregate during the Contract Period for any improperly mismatched and/or unknown improper installation. If a service request is made pursuant to this Contract option, HWA reserves the right to request a copy of any visual or mechanical test that may have been performed by a home inspector or other licensed mechanical contractor."

The inspection was provided on October 1, 2015 and per the documentation:

Page12-"Roof covering is "bowed" on the front side of the house and on the right side just past the middle of the roof. Recommend contacting a roof specialist to further assess/repair as required to reduce the potential for added deterioration"
Page 32-The Washer/Dryer are not staying/were not tested.
Page 34-None of the major appliances were marked as tested
Page 35-None of the bathroom plumbing was marked as functional, with specific reference made to a leaking diverter, indicated water damage at both tubs, and a failed 2nd floor drain stopper.

Thus:

There is a known issue with the roof, and recommendation for further investigation by a specialist, which to our knowledge, was not addressed
None of the appliances were tested (and had the washer been tested, the problem with the drainage would have been detectable, as it was by the customer before the contract started), but we are still waiting for the specific diagnostics, to determine the failures with the appliances in question.
None of the plumbing was marked as functional, with specific reference made to a failure noted from the inspection, which to our knowledge, was not addressed
The customer occupied the property for at least a week, prior to opening the Warranty Contract, and referenced noticing plumbing issues in that time period.

We have made multiple offers to the customer, with the intent of resolving the issue, but the customer has not accepted them. Now they state they intend to address this legally, and are looking to collect additional funds, in reference to secondary damage caused by the plumbing. (which is excluded, per section VII.G)

Sincerely,


Carl ******
Escalated Special Handling

11/1/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: on 7/27/15 I opened a service request for plumbing via the portal. I was assigned a contractor (****** ***** Plumbing) and scheduled an appointment on July 30. They never showed up. I called, left messages, etc. and never received a call back. I contacted HWA (via email) stating the contractor assigned never showed up and would not return calls. I requested to be assigned a new contractor. On 8/3/15 I was assigned a new contractor (Merv ********) who I contacted repeatedly to try and schedule my appointment. I had to follow up with HWA to advise he would never return my calls for request for an appointment. They reached out to him and he said he would call me. I was unable to get an appointment scheduled with him until August 15. He never showed up for the appointment. He said he had to reschedule (one hour before our scheduled time) and rescheduled for one week later August 22. He again did not show up and said he was unavailable to do the job via a text message. On August 24, I reached back out to Salvador Maldo with HWA to advise this had been the third no show appointment and I wanted to get my leaking faucet taken care of and requested a supervisor contact me. nobody has ever contacted me. I have reached out three times after that, including via an email through the online portal twice stating I needed to be assigned a new plumber and HWA closed my open ticket and has failed to contact me or address this in any way. I ended up having to hire a private plumbing contractor myself and has resulted in $305 in fees (in addition to having a leaking faucet for more than 3 months). Last week, I submitted a request to HWA to be reimbursed the cost of the plumbing fees I have incurred and they have failed to acknowledge or respond to my request.

Desired Settlement: I am requesting to be reimbursed the $305 in service fees I have had to pay contractors. In addition to $100 for having a leaking faucet for more than 3 months. Plus, the cost of the Moen parts: Two handle roman tub valve 10" - 24" center 1/2" CPVC crimp ring PEX con) and (CRTRGE 2H & WS HIGH FLOW BAG BK) which total approximately $175. Additionally, I want to be reimbursed the cost of my home warranty coverage from August-September-October as they failed to provide service under the terms of the coverage I have been paying for ($150). I am also seeking $270 for my time as I have wasted more than 10 hours of time contacting Moen for parts, scheduling a plumber to come to my home when they have failed to show, following up with HWA and more than 7 hours the plumber spent fixing this issue over 3 different visits to correct the problem. $Total reimbursement should be $1000.

Business Response: October 19, 2015

Esther *******
Dispute Resolution Specialist
Better Business Bureau
330 North Wabash, Suite 2006
Chicago, IL 60611

Re: 94573336: Johnson TX-1383698

Dear Ms. *******:

We have received the customer's complaint, and have addressed this issue with them directly.


Sincerely,


Carl ******
Escalated Special Handling

10/29/2015 Problems with Product/Service
10/29/2015 Billing/Collection Issues
10/29/2015 Problems with Product/Service
10/27/2015 Delivery Issues
10/27/2015 Problems with Product/Service
10/27/2015 Problems with Product/Service
10/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up for HWA policy for plumbing when a plumber came to my home on July 20, 2015. I then decided I did not want the policy and called and cancelled. The cancellation was July 31, 2015. I waited several weeks and no credit. I called and was told that I would receive a check in the mail. I waited, no check. I called and was told there would be no check, that my Amex credit card would be credited and it takes about 6 weeks. I waited, no credit I called a third time. I was told that the credit would be issued by the end of September. I waited, no credit. I called on October 1st for the forth time and was told that I would see the credit in 3 - 5 business days. I called today and was very upset and yelled into the phone and the rep hung up. I then called Amex and filed a complaint and now I am filing a complaint with you. What HWA is doing IS NOT RIGHT and they need to be penalized, closed down or STOPPED!!!!!!!!!!!!!!!

Desired Settlement: I would like them to refund my $431.76 and if I am entitled I think HWA should pay me for all the time they have held my money and for all the aggravation they have casued me!

Business Response: Initial Business Response /* (1000, 5, 2015/10/12) */ October 12, 2015 Esther ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: 94573136: Falcone NC XXXXXXX Dear Ms. ******** We have received the customer's complaint, and provide the following response. On July 20, 2015, Ms ******* upgraded her DE Plumbing repair and maintenance Protection Plan, and paid $431.76 for the coverage. The same day, a plumber was sent to her home, to address her Plumbing maintenance. The cost of the service was $70.00. (Please note, we were not advised of this cost at this time. When we were, it was entered on our system, and the customer's reimbursement was processed.) Ten days later, the customer contacted us, advising that the coverage was too costly, and she cancelled the plan. Per our contract, Section XII: "If You have paid in full for the Term and You cancel this Contract before the end of the Term and You have received "Maintenance" or "Repair" services (including any replacement credit), You shall be entitled to a pro rata refund of the amount paid by You for the unexpired Term less any service/credit costs incurred by Us." As the customer only had the contract for 10 days, we did not charge her for the month's proration, only for the $70.00 service cost incurred. We are sorry that the customer has been made upset by our process of refunding the remaining balance of her contract, but that does not entitle her to punitive damages. Sincerely, Carl ****** Escalated Special Handling Initial Consumer Rebuttal /* (3000, 7, 2015/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I selected No because I of the pop-up window that appears when I select Yes that says that by selecting Yes I am saying that I am completely satisfied. I am Not completely satisfied but have No further recourse in this dispute. This company HWA most likely was in compliance with the agreement I signed. I did not read the fine print and so HWA probably had every right to hold my $431 for two months! Isn't it odd that the credit to my credit card came days after I contacted the credit card company and the BBB. And why was I strung along for two months each time I called to ask when I would get may refund? I was told it was going to be mailed to me. Not True! I was told I would receive a credit to my credit card by the end of September. Not True! I am so so so glad that I cancelled the HWA contract and will never do business with HWA ever again! I will at every available opportunity communicate my most unpleasant experience with HWA and urge friends and relatives to Not Do Business with HWA!!! Thank you BBB for handling this situation for me! Final Business Response /* (4000, 9, 2015/10/27) */ October 27, 2015 Esther ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: 94573136: Falcone NC XXXXXXX Dear Ms. ******** We have received the customer's rebuttal, and provide the following response. Standard procedure is to mail a customer's funds back to them, but in the case of a credit card payment, it can be re-credited. If a representative told her she was getting a check, we apologize. We are not responsible for any processing delays from a third party (i.e. the credit card company). The customer's refund was in process prior to October 6, 2015, so this complaint or her call to her credit card company did nothing to change the processing of her refund. We are sorry this has caused the customer has such negative feelings toward our company, though they admit that we followed our agreement with her. We hope she is more satisfied with her future warranty needs. Sincerely, Carl ****** Escalated Special Handling

10/26/2015 Problems with Product/Service
10/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Spoken to HWA on Multiple occasions, and was told they are processing the check to me. Every time I or my wife call to inquire about the money they owe us they keep saying there was a problem with processing the check and it will take another 6 weeks to process. The claim was made in May of this year and now it's almost October and I still don't have my money.

Desired Settlement: I want the $100 promised to me immediately.

Business Response: Initial Business Response /* (1000, 5, 2015/10/12) */ October 12, 2015 ****** ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL XXXXX Re: ********* ***** IL-XXXXXXX Dear Ms. ******** We have received the customer's complaint, and per their request, their refund is being expedited to them. Sincerely, **** ****** Escalated Special Handling

10/20/2015 Problems with Product/Service
10/20/2015 Guarantee/Warranty Issues
10/20/2015 Problems with Product/Service
10/20/2015 Problems with Product/Service
10/19/2015 Problems with Product/Service
10/19/2015 Problems with Product/Service
10/19/2015 Advertising/Sales Issues
10/15/2015 Problems with Product/Service
10/15/2015 Delivery Issues
10/14/2015 Problems with Product/Service
10/14/2015 Problems with Product/Service
10/13/2015 Problems with Product/Service
10/13/2015 Problems with Product/Service
10/12/2015 Problems with Product/Service
10/9/2015 Problems with Product/Service
10/7/2015 Problems with Product/Service
10/6/2015 Problems with Product/Service
10/5/2015 Delivery Issues
10/5/2015 Problems with Product/Service
10/5/2015 Problems with Product/Service
10/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After purchasing our home in December of 2014 we noticed that the pilot light on the water heater would not stay lit. we contacted HWA who sent a technician out to address the issue. it was determined that the gas valve, despite being brand new had malfunctioned. A new gas valve was installed with the promise that the issue had been resolved. Within hours the pilot light was out again, another tech was sent out but could not figure out the solution to our problem. After contacting HWA we were told that the room that the water heater is in is too small and that we would have to relocate it to another part of the house at our own expense. Many units are stored in closets a fraction of the size of our laundry room, yet 9 months later they have yet to fix the issue. Things came to a head this summer when our air conditioning unit would not cool below 85 degrees no matter what the thermostat was set to. After replacing the thermostat and air filter with no relief i decided yet again to contact HWA, a technician was sent out from a local air conditioning company, the technician told me within a few minutes that our unit was just low on Freon, we paid the service fee and he was on his way. The air conditioner worked well for the better part of a week but eventually stopped working again. We contacted HWA again who sent out the same technician, he checked the unit and claimed that no issue could be found despite not having an explanation for why we cant get cool air. When asked if he could check the duct work in the attic he refused, citing the fact that he is a large man as the reason for not completing the inspection. When we made contact with HWA they claimed that the technician cited poor maintenance and old equipment as the cause of our problem. Frustrated after several weeks of 100 degree days with an infant in the house I was forced to pay for a second opinion from a reputable local company. The new company informed me that not only is my unit not old, nut that it is less than 2 years old according to the serial number on the unit. Secondly, it is dangerously over charged and on the brink of failure due to too much Freon in the system. The unit itself is not working properly due to a blockage in the system. Their diagnosis is that it is a several thousand dollar fix that our home warranty company should repair based on the wording in the contract. The new company would not even service the unit because they did not want to assume responsibility for the things the HWA contractor had done. I am left to believe that not only does HWA contract companies that are unqualified, but that they are also in breech of warranty. Twice now their contractors have refused to address the issues that they were called to repair and both times HWA has failed to offer a reasonable solution for these issues.

Desired Settlement: All I have ever wanted is for the issue of the water heater and now the air conditioner to be resolved. They have already received their money for the first year of coverage, and I have paid the service fee anytime a technician has been to my house. I am concerned that these issues are being placed on the back burner until they are no longer liable to repair or replace the faulty equipment. Having a Gas water heater that will not stay lit is a safety issue, i need to have this resolved for the safety of my family.

Business Response: Initial Business Response /* (1000, 5, 2015/09/22) */ September 22, 2015 Esther ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* Garcia CA-1489367 Dear Ms. ******** We have received the customer's complaint, and have called them twice to address the issue. As we have received no return call or any documented support towards either of their claims, there is nothing further we can do in reference to the issue. If the customer wishes to contact me directly, they can do so from my contact information on your website. Sincerely, Carl ****** Escalated Special Handling

10/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Through CPL Retail Energy, I was asked if I wanted the Electric Repair Energy Plan to begin 12/03/2014. Was told this was for ANY repair to electrical wiring in home. I questioned them about the updates to aluminum wiring that I was having done to my home. I asked "Are you sure that is covered? Too good to be true!" and the man selling said "We are being recorded. Do you think I would tell you something was covered if it were not?" Okay, so I took out the plan for $3.99 a month on my electric bill. Called for their electrician as was told - no electrician in our area for their plan. Was told to use my own personal electrician and to send the invoice to Direct Energy for payment. That invoice was 02/24/2015. Work was not completed so I called and asked Direct Energy Rep. if I could continue with same electrician and was told that I could, was told it was covered and to send invoice to them. Two invoices were forwarded dated 06/04/15 for $396.42 and 06/24/15 for $348.60. After many calls over the past six months, I was finally told that employees gave me the wrong information and that I should have read my contract to see that bringing wiring up to code was not covered. I had read my contract and did see that bringing up to code was not covered and had no intention of turning in a claim that wasn't covered but after repeatedly being told that this was covered I agreed to continue the work since it was a fire hazard not to have the work done. FINALLY, after their supervisor had a meeting with all the employees and straightened them out on coverage, they agreed that they would pay the first invoice since that was what was sold to me and I did not have a contract in my possession at that time to read. I was willing to settle on the February invoice of $396.81 since I understand that mistakes are made by untrained employees. And, I do understand the words in the contract but thought perhaps they were putting this under necessary repairs and reason for continuing. BUT, now that they have only sent me a check for $85.00 and have labeled it as "Buyout/Electrical Repair", I feel the need to report this action so others will not be taken by this. All our phone conversations were recorded and on file.

Desired Settlement: I was promised a settlement of the first invoice in the amount of $396.81. That is all I am going to ask of the company even if the electrical work invoices were $396.81, $396.42 & $348.60. I was told work was covered when contract stated it was not. I was told I could use my personal electrician. They want their own vendor but don't have one in our area. Why do they sell a product if they don't have someone to take care of the problem??

Business Response: Initial Business Response /* (1000, 5, 2015/09/23) */ September 23, 2015 Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* Wilder TX-XXXXXXX Dear Ms. ******** We have received the customer's complaint, and are processing a payment for the remaining balance of their reimbursement, in the amount of 311.81. Sincerely, Carl ****** Escalated Special Handling

10/2/2015 Billing/Collection Issues
10/1/2015 Problems with Product/Service
10/1/2015 Problems with Product/Service
9/30/2015 Problems with Product/Service
9/30/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted home warranty of America to cancel my contract prior on august 3rd so I wont be billed for another month. I called the company on several occasions and was informed that I had to submit an email in order to cancel. I submitted an email as requested and got a response form ******** Chloe stating that my account will be canceled. The company never canceled my contract and they withdrew a payment even after I told them to cancel. I filed a complaint against the company and they responded by stating my account was canceled but not on the 3rd as I requested. In the response it stated I would get a prorated refund for the unused portion. till this date this company has refused to refund my full amount and every time I email ******** Chloe I get a out of the office response. when I contact the company they state that any cancelation issues must be made via email. I have 4 voicemails to the supervisor and stiff have not received a phone call from them.

Desired Settlement: I expect a full refund for the 52.87 that they charged my account even after I requested the account to be canceled.

Business Response: Initial Business Response /* (1000, 5, 2015/09/29) */ September 29, 2015 Esther ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* Gonzalez NC-1805421 Dear Ms. ******** We have received the customer's complaint, and provide the following response. The customer purchased a warranty contract with us, with a payment to be withdrawn on the 10th of every month. We received his e-mailed request to cancel the coverage on August 11, 2015. Per that e-mail, he claimed it was his second request. He advised that he had e-mailed his first request earlier in August, but we never received that e-mail. We have asked him for a copy of his first request, to grant his request, but he refused to provide it, stating he would only deal with the BBB in reference to the issue. As we have no proof of an earlier request to cancel the coverage, we decline to refund the payment in question. Sincerely, Carl ****** Escalated Special Handling Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I explained to Carl after he made threats that if he wants the copy of the email he must contact Chloe luckett because I sent it to her when I first canceled my service. on the previous bbb complaint they stated I would get. refund in 6 weeks now he is stating I am not. this company refuses give me the refund and continues to lie. a complaint with the attorney general office has also been submitted against them. I only expect what I am do. Final Consumer Response /* (4200, 11, 2015/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) why do they continue on Avoiding the question. I emailed Chloe ******* this information who is a customer service rep for this company. And yes it was a threat stating if I don't provide the email I won't get but yet he has not stated anything about Chloe *******. I M not satisfied with the response and still want my refund. he claims I do not et a refund but why would they charge me a full month if I canceled the contract. Final Business Response /* (4000, 9, 2015/09/29) */ September 29, 2015 Esther ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: 94570187: Gonzalez NC-1805421 Dear Ms. Beltran: The customer alleges that threats were made. My correspondence with the customer is as follows: "Dear Mr. ********, I have received your BBB complaint, and am reviewing the issue. Please forward me a copy of your August 5 e-mail, to address your request. Thank you," His response: "I will only deal thru the bbb. I already submitted the emails to Chloe luckett and will not do it again. Only respond thru the bbb so I can have a record since your company is not reliable and honest." My Response: "Mr. ********, I am the individual that is addressing your complaint and responding to the BBB. Rather than responding to the BBB stating that we are requesting your e-mail, and you then providing it to them, I thought we would expedite your refund by requesting it directly. I assume you will provide the e-mail to the BBB then, unless you will just tell the BBB you already sent it, and have me reply by saying that we have no e-mail and requesting you resend. I am requesting the August 5 e-mail that is not in my possession. If you choose not to send it, I will respond to the BBB as stated above. Sincerely," There is no threat. I asked the customer for the e-mail that he alleges was sent on August 5, and he refuses to provide it, saying he already did. We are now asking for him to prove there is an e-mail, by resending it to me, or the BBB. Without supporting documentation showing he requested to cancel this contract prior to August 10, the customer is not entitled to a refund. . Carl ****** Escalated Special Handling

9/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 6/2/15 I filed a claim with HWA (#XXXXXX) due to my A/C not working properly as the compressor was icing up and not cooling adequately. They dispatched a HVAC company who was apparently trying to rip me and HWA off claiming parts not needed. HWA denied the claim saying the "humidifier" that he claimed, was not covered. I knew that was NOT the issue and believed it to be a low freon issue. They sent a "2nd opinion" HVAC company out, and he said it was low on freon, took pics of his gauges to submit with the claim. He added some freon to help us out, and said it would probably not hold long as it was probably leaking at the A-coil. I followed up w/HWA about getting it fixed. They claim they never rec'd info from 2nd HVAC co. I called him, and he said he did send it, but will resubmit. He also added that it is common to have to submit 3-4 times to home warranty companies as they claim they don't receive it. So as not to be verbose with describing every phone call to HWA, I have names and documentation of 8 calls to HWA during the past 3 months wherein I complain the the work is NOT done, and the house is NOT cooling well. It is Summertime, and they don't seem to care. They claim the 2nd HVAC co. still hasn't provided them documentation, but fail to hound him for it (probably because he already sent it because he wants paid for his service call, and they don't want to pay the claim). There is ZERO reason why he wouldn't want to get paid, and I believe that he did per our conversation(s). My family & I are now dealing with ZERO cooling and it is supposed to be 90 degrees all wk! Call #7 to HWA was 8/30/15, and I am ****** off. Again, they keep pointing the finger at HVAC co #2. I said after this length of time, stop blaming him, and get SOMEONE ELSE THEN!!! Call #8 to HWA was today, 8/31/15, and I shared the same complaint, and said I was filing a complaint with the BBB. 3 months of this is ridiculous & I want my A/C fixed and for them to honor the claim!!! A Google search shows HWA is known for these stonewall tactics i.e. YELP.com & Ripoffreport.com is littered with complaints.

Desired Settlement: Send a reputable HVAC repairman out to honor the warranty contract for repair.

Business Response: Initial Business Response /* (1000, 5, 2015/09/10) */ September 10, 2015 Esther ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* Sellers IN-1679020 Dear Ms. ******** We have received the customer's complaint, and are providing the following response. When we assigned the first technician to address the customer's claim, they provided a diagnostic that was not covered under the contract. When the customer disputed the diagnosis, we gladly sent a second opinion to re-evaluate the issue, but they never provided us their diagnosis. When we received a diagnosis from the third technician, we approved their repair the same day. The customer references third party complaint sites (which he has also threatened to add complaints to), though their complaint is based on us not receiving the diagnosis from the technician which is outside of our control. Sincerely, Carl ****** Escalated Special Handling Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) HWA has never fixed the original issue. The 2nd repair tech said the 1st tech's diagnosis was wrong, it was low on freon and most likely leaking at the A-coil. He added freon on his own accord to get us up and running again. He claims he has provided HWA with the report including pics of his gauges as proof of the diagnosis. He would have no reason not to submit the claim, as that is how he gets reimbursed. My A/C unit began inefficiently cooling again after the freon began leaking down and I made MANY calls to HWA for 2 more months thru the hot Summer, who kept placing the blame on the tech for not providing the data to them. The HVAC tech claims it is common to deal with that and having to resubmit as they deny receiving it. The A/C leak has NOT been fixed, consequently the A/C unit runs longer and harder trying to keep up with the cooling all Summer due to the leak down, which was most likely the cause of the capacitor to fail. Additionally, running longer and harder to keep up, costs me needless additional money in electrical costs the entire Summer!!! I chewed out HWA's customer service rep on 8/30/15 that it is Summertime, HOT, and my A/C is NOT working at all. Yet gain, and for the past 2 months, I was told it was the fault of HVAC tech #2 for not providing a diagnosis. I said to STOP blaming him as "if" indeed they are having trouble with "their contractor" GET ANOTHER ONE out here!!! They indeed FINALLY got C. Morgan from Blue Flame HVAC out here, and replaced a part...BUT, he confirmed it was low on freon AGAIN, and filled the unit on his own accord. It is leaking..it is leaking HWA, and it has NOT been REPAIRED, but you want me to keep allowing the unit to run longer and longer to try to keep up when it is low. A/C units DO NOT cool adequately when they are low on freon. C. Morgan also scoffed at the incorrect diagnosis from the HVAC #1 company saying they were just wanting to sell something that was NOT needed. Allowing the freon to continue to leak (and contaminating the environment with the older outlawed freon), and having it refilled every so often is NOT fixing what is the KNOWN problem. It continues to leak down, because there is a leak in the system...duh! Apparently, I am not the only one fed up with HWA's lack of service. Tec #3, C. Morgan of Blue Flame said he was about fed up with them too, as HWA has NOT paid him for ANY of the service he has done for them. Apparently, they don't like to pay out claims to customers AND the techs after doing repairs. Crappy company you are HWA!!! I want HWA to honor the warranty, and correctly repair my system. Paying the repairmen would be a nice bonus. Scott ******* Final Business Response /* (4000, 9, 2015/09/30) */ September 30, 2015 Esther ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: 94568375: Sellers IN-1679020 Dear Ms. ******** We have received the customer's response, and are providing the following response. We have no explanation as to why the second technician would not provide us a diagnosis. The customer may insist that the second technician did, and if they had, we would have addressed their diagnosis. Unfortunately they did not provide it, which is why we sent a third technician. They provided us their diagnosis, which we approved. That technician, per a confirmation call to them to confirm the diagnosis, checked the customer's AC system, and did not find the system low on charge. He did not add refrigerant. Additionally, though it is not the concern of the customer, and not at all pertinent to their complaint, the technician has been paid. Now it would seem that the customer feels there is still an issue with his system, and rather then follow the procedure of reopening a claim, he is doing as he told us he would previously. He is adding to our complaints online, to questioning anything he can in a public forum. Sincerely, Carl ****** Escalated Special Handling

9/30/2015 Problems with Product/Service
9/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 21st 2015 our AC stopped working and we contacted HWA since we paid for this service. A/C stopped working in July in New Mexico while having a toddler...So you see my frustration already. They sent out tech from 7D Heating and Cooling LLC who proceeded to fix the issues or so I thought. A couple days later we had the same issue and I called HWA to activate the claim again. This time the tech from 7D wired our A/C so the 3 zones could be controlled by one. The tech stated that he had to get approval to fix it and the rewire shouldn't hurt it much since we would be replacing it anyways. So with his rewire it made the two other zones useless and all was controlled off the master bedroom panel. Mind you I live in a two story house and the master bedroom is upstairs so in the peak of the day you have to turn the panel to 68 degrees or below just so my child could go down stairs. The Tech said he would be in contact to reschedule the fix of our AC once he got clearance from HWA.On Aug 2nd I received a survey from HWA stating me to express my wonderful satisfaction for the service we provided. Since I was still sweating in the New Mexico heat I called HWA and they advised me the claim was fixed and was under the impression everything was satisfactory. After repeated attempts to get the tech back out HWA finally sent another tech on Sept 9th 2015 to fix the issue. I was thinking after almost two months I would have full use of my AC but I was mistaken. HWA informed us that it was a pre existing condition and they would not be paying for it. Never mind we have lived in the house for 2 years and it has worked perfectly until that fateful day in July. HWA states that it was a pre existing condition and the rigging of the wires the tech did(which is costing me more money by the way) not alter anything. Please stay away from this company.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Finish the job and fix the mess YOUR tech started.

Business Response: Initial Business Response /* (1000, 5, 2015/09/29) */ September 29, 2015 ****** ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: 94569660: ***** NM-XXXXXX Dear *** ******** The customer filed the following online claim on July 21, 2015: "Covered Item Problem: Built-In Wall Unit When did you first notice the problem?: Today Q & A: Q: Has the air conditioner ever worked properly for you A: Yes Q: Please Tell us the nature of the problem you are experiencing A: Outside unit is not coming on Q: Please tell us how the air conditioner worked for you previous to this problem A: No problems Q: Have you had maintenance performed on the system A: No Q: How many units do you have A: One Q: Please tell us which part of the home is not cooling A: Entire House Q: Please tell us how long the unit has been running properly for this season. A: 1 Day Problem Description: the central air is not turning on. All the Honeywell screens are blank" Per Contract, we sent a technician to service the issue. The technician advised (also per online report) on July 25, 2015, that he addressed a blown fuse, and verified that the zone system was correctly programmed. On August 2, 2015, the customer reported that the unit was not cooling properly. We resent the Technician, but they did not respond, so we sent a second opinion at no cost to the customer. They advised that zone controller had failed, and needed to be replaced. The system also needed to be correctly wired, as the first technician wired one zone directly to the furnace. Per section V.B of the Contract, the warranty excludes: "Electronic, computerized, and manual systems management and zone controllers." We do apologize that the initial technician did not address the core problem with the customer's system. We are addressing that with the technician directly. Unfortunately, as the Zone Controller is not eligible for coverage under the contract, we would not be able to address the repair. The customer has stopped making the payments for the coverage and is cancelling the Contract. Sincerely, Carl ****** Escalated Special Handling Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their original tech rewired my AC so only one zone was working. I understand what is not covered but the actions of the orginal tech is causing more money out of pocket than what should of been caused. If the tech would of addressed the issue right away or informed me of the issue then it would of been a non issue. He decided on his own accord to alter my wiring and screw up my system worse.

9/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As of today, still not finalized. Was told this morning, I cannot speak with a supervisor or manager. They escalated to have some return my call. I was told on 9/4/15, that someone would return my call. They are fast to take your money, but do not want to refund in a timely manner. When I first requested the refund, I was told it takes 4-6 weeks. That is not very good business.

Desired Settlement: To have my refund with interest within 10 business days. They are earning interest on my money, I feel they should pay what they earned.

Business Response: Initial Business Response /* (1000, 5, 2015/09/25) */ September 25, 2015 Esther ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: 94569792: Nagle FL-1852322 Dear Ms. ******** We have received the customer's complaint, and have credited their funds to their credit card. Sincerely, Carl ****** Escalated Special Handling Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the money back in my checking account this morning.

9/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We recently purchased a home and closed on the property 5/22/15. We had a home inspection on 3/25/15(provided to HWA per their request) and also conducted a walk through with our agent the day before close and no issues reported on ceiling fans. We identified 2 fans upstairs that were making loud noises and 1 that was blowing the circuit breaker losing power to the entire second floor. We submitted a claim to HWA on 7/1/15 (claim# XXXXXXX) and contacted by one contractor that did not have a large enough latter, then contacted by Electric Plus. On 7/9/15 Electric Plus (invoice# XXXXX) sent contractor (Stacey) to evaluate the fans and she indicated the motors were bad and needed to be replace. She gave us the standard option of fans or we could opt for buy out and purchase and install our own fans. We opted for 100% buy out. She wrote on invoice (we submitted copy to HWA) - labor x 2 @ $75.00 ea. = $150.00 and 2 fans @ $99.00 ea. = $348.00. We paid a $75.00 copay to Electric Plus upon completion of assessment and she was to submit to HWA for buy out and processing of check. It is now 8/24/15. We have call 5 times speaking to several individuals, none of which have been helpful and the last (Sharla) very rude and would not allow me to speak to a supervisor. Every call they are stalling saying they haven't had the DX from the contractor to send the invoice, sent copy to Jonathan, they show no record. I call again and state they are still waiting for contractor (I called Electric PLus and only get a VM) Jacqueline indicating they were on the other line with them and should have something by the afternoon. HWA left a message Monday indicating they have a DX. I called them back and HWA said the contractor indicated that the fans were not in working order when we purchased the house. Mind you, they did not have my home inspection yet, hadn't even asked for it until then so not sure how the contractor would have come up with this as the fans were in working order on inspection (sent on 8/21/15 and walk through). Now they have asked for the home inspection, which we provided (8/21/15)and still no resolution or payment.

Desired Settlement: We are asking for the buy out option for our ceiling fans as indicated from contractor. 2x labor @ $75.00 = $150.00 2x standard fans @ $99.00 - $198.00

Business Response: Initial Business Response /* (1000, 5, 2015/09/03) */ September 3, 2015 Esther ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* Andrillon GA-1663772 Dear Ms. ******** On July 1, 2015, the customer filed the following claim online: "Covered Item Problem: Not Coming On At All Has this item ever worked?: No When did you first notice the problem?: About a week ago Have you moved into the home?: Yes When did you move into the home?: 05/23/2015 Q & A: Q: Please Tell Us Where The Fan Is Located A: Both Q: Please tell us how many times this item has worked properly since the contract start date. A: Never Problem Description: 1 ceiling fan in formal living room has not turned on at all since we moved in. Another ceiling in upstairs bedroom is making noise and now when any lights are turned on or fan, it pops the circuit breaker loosing power on the entire second floor. Another ceiling fan in second room upstairs is making a lot of noise when it is turned on." Though, per their statement, these fans never worked properly under the contract, we have contacted the customer and addressed the issue with them directly. Sincerely, Carl ****** Escalated Special Handling Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response above in inaccurate. When the claim was submitted online it only allowed for a few responses. Once HWA contractor was sent to our residence, she found the ceiling fan in the formal living room (the only one listed as never working) was due to the remote control. Is now working properly - this fan is not included in my complaint - was resolved with contractor. The 2 ceiling fans we referenced as part of the complaint were the 2 listed above on the 2nd floor of the home in HWA's response that were making noise and 1 that was blowing a circuit breaker when we turned the twitch on. The contractor for HWA indicated after inspecting both fans that the motors were going bad and they needed to be replaced. She indicated this on the invoice she left for us and was submitting to HWA. The contractor witnessed that both fans were functioning, just not correctly. I did speak to Carl September 3rd and agreed to the proposed claim settlement offer. However,when I called to follow up on disbursement of the check Friday, September 11th the rep could not tell if it was being processed and said to allow 4-6 weeks. I just want to make sure I receive the check/settlement before closing this complaint due to the issues we have had to trying to get this resolved. If HWA could call me when the settlement is processed with a check number and date of mailing, it would be greatly appreciated. Final Business Response /* (4000, 9, 2015/09/25) */ September 25, 2015 Esther Beltran Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* Andrillon GA-1663772 Dear Ms. ******** We have processed the agreed upon refund with the customer, as of our prior response. They can always reopen this complaint if the payment is not received by them in the next few weeks. Sincerely, Carl ****** Escalated Special Handling

9/28/2015 Billing/Collection Issues
9/28/2015 Delivery Issues
9/25/2015 Problems with Product/Service
9/25/2015 Problems with Product/Service
9/24/2015 Delivery Issues
9/22/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: August 7, 2015 ~ My Real Estate Agent recommended I order a home warranty for my home. The agent contacted HWA and set up the contract for me and I made the payment of $430 to the company. August 21, 2015 ~ A service call was made to HWA because the washer wasn't working properly. (Washer was purchased in 2010). An appointment was made with Smart Repair, LLC for August 26, 2015 between the hours of 2pm - 5pm. August 26, 2015 ~ The vendor does an assessment of the damages and states he will contact HWA and make them aware of the findings once he's done some research for parts. The vendor does not provide any details regarding his discovery or assessment of the issue and states he must speak with HWA first. August 27, 2015 ~ Called HWA for the final analysis and was informed the vendor had not called in with his assessment. Once they hear from the vendor, I will receive a call from HWA with the repair recommendation. August 27, 2015 ~ Called the vendor and asked if he had completed the assessment. He stated he had spent the day getting prices for various parts and would provide HWA with the details on tomorrow (8/28/15) to HWA. August 29, 2015 ~ Called HWA and the call rep informed me I needed to have a home inspection completed. I asked, "Why is a home inspection needed" and the response was, "I don't know". Following that question, I asked, "Who's to perform the home inspection" and the answer from the call rep was, "I don't know". The call rep final statement during this call was, "all I see in the note section is the need for a home inspection." August 30, 2015 ~ Called HWA and spoke to a different call rep and I explained there isn't a home inspection available because the home was purchased in 1999. I also explained how the washer is not the original washer from when the home was purchased in 1999. The current washer was purchased in 2010 from the Lowe's Department store. So, after providing the call rep with this information, she was much more helpful than the others and understood the confusion. For some reason, it was believed this house was sold and a home inspection was "not" done and if it was, the repair responsibility is not HWA. I ended this phone call by asking the call rep to have a supervisor give me a call and was information supervisor do not work on the weekends that someone would give me a call on 8/31/15. As of 8/31/15, 7:20pm, I have not heard from a supervisor. August 31, 2015 ~ Called HWA and asked if and when a supervisor would call so I could better explain the situation. There was no indication of or if a supervisor would call. This call rep also explained the need for a home inspection and I explained once again the house was not sold and there is no home inspection. I explained the washer was purchased in 2010 from the Lowe's Department Store. The washer has always worked, however, at this point it's not working properly and it needs to be repaired as soon as possible as it's a huge inconvenience. The call rep stated she would look into the claim and give me a call back after forwarding the additional information to the case worker explaining how the washer was purchased within 5 years. About 2 hours later, I missed the call rep returned call so I called back. This time I spoke to a different rep and she said the system states the washer never worked. I explained the washer was purchased from a department store brand new and that it worked fine until recently. I explained repeatedly the washer did not come from a junk yard or a second hand store. It was purchased brand new and it needs to be repaired. She said she would pass this information along and someone would get back to me. It's now 7:30pm and I have not received any more calls. So, as you can see, I've made several calls and each time I'm told something different during each of the calls. I have not spoken to a supervisor and I've made this request multiple times. This has become very frustrating and yet no on

Desired Settlement: I am requesting the appliance is repaired properly or I'm given a refund in the total amount of $430.00.

Business Response: Initial Business Response /* (1000, 5, 2015/09/10) */ September 10, 2015 Esther ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* Lawrence MD-1933794 Dear Ms. ******** We have received the customer's complaint, and provide the following response. On August 7, 2015, the customer ordered a home warranty on a property that they have owned for approximately 16 years. The Warranty Contract, per contract section 1.B.7, requires: ""Covered Systems and Components" means systems and components as specifically described herein as "Included" and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown. Components shall be considered in proper working order if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date." On August 21, 2015, the customer's tenant called in a claim, stating upon first use of the washer on August 18, 2015, the unit did not fill, drain or spin. (the tenant had only been in the property for seven days.) Per our contract, we sent a technician to diagnose the failure, who found a worn out drive motor. As the unit had never worked properly under Contract, we requested a copy of a visual inspection or mechanical test, to confirm the unit was in proper working order. As there was no documentation, since the customer has owned the property for approximately 16 years, we declined to cover the washer that never worked properly under the contract. So we will not address the repair of the unit that never worked properly under the Coverage Period. If the customer wishes to cancel the coverage, they can provide a written request to do so, and the Contract will be cancelled per Contract section VIII.E. Sincerely, Carl ****** Escalated Special Handling

9/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a home warranty with this company (contract # TX-XXXXXXX). I filed a claim - claim # XXXXXXX - on June 15, 2015 for a kitchen faucet that wasn't functioning properly. They sent out a Plumbing company to fix it. They said they fixed it. Later, it stopped working again so I re-opened the claim on July 6. The same plumbing company was dispatched. They said I needed a new faucet. The home warranty would only replace with a chrome builder grade faucet. I had stainless steel in my kitchen so I was told I could purchase a different faucet, have the plumber install it and submit my receipt for a reimbursement of $108. I submitted that receipt on July 9th and again on July 16th. I was told on the 16th that the receipt was submitted and the claim was being processed and everything looked fine. I still have not received the check so I called HWA today (Aug 31st). I was told the claim was not going to be paid since I cancelled my home warranty, which I did on July 28th. I am entitled to the $108 since the claim was filed and receipt submitted while the contract was still valid.

Desired Settlement: I am entitled to $108 since the claim and submission of required receipt were made when the home warranty contract was valid. Just because I cancelled later does not invalidate the original claim.

Business Response: Initial Business Response /* (1000, 5, 2015/09/09) */ September 9, 2015 Esther ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* Boyko TX-XXXXXXX Dear Ms. ******** We have received the customer's complaint, and provide the following response. On December 2, 2014, the customer opened a 12 month warranty contract with our company, Rather than pay the full balance due of $698.40, the customer paid monthly, with an additional $5.00 fee per payment. (Note: this does not change the fact that the contract cost is $698.40, and is still due to be paid) Per their plumbing claim, we processed the customer's reimbursement, as the customer did not wish the replacement faucet we offered. The customer then cancelled her contract at the end of July, leaving a $252.80 balance owed for the Contract. As we did not receive the full payment for the Contract, we cancelled the pending reimbursement. In response, the customer has threatened to and filed complaints of this nature, though the customer has received almost five times the amount she paid for the Contract in warranty coverage. Sincerely, Carl ****** Escalated Special Handling

9/21/2015 Problems with Product/Service
9/21/2015 Problems with Product/Service
9/21/2015 Billing/Collection Issues
9/15/2015 Delivery Issues
9/15/2015 Problems with Product/Service
9/15/2015 Delivery Issues
9/8/2015 Problems with Product/Service
9/8/2015 Problems with Product/Service
9/8/2015 Delivery Issues
9/8/2015 Problems with Product/Service
9/7/2015 Problems with Product/Service
9/7/2015 Problems with Product/Service
9/7/2015 Problems with Product/Service
9/4/2015 Delivery Issues
8/31/2015 Delivery Issues
8/31/2015 Problems with Product/Service
8/31/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: In early July 2015 my sewer line backed up in my downstairs toilet. I called Home Warranty of America to file a claim on my account(#XXXXXXX).I was told the "Preferred Contractor" they were sending was ** ******** had almost given up on anyone showing up when an unmarked pick up pulled up in front of my house.A man got out, came straight to my door, and said I can tell you now the problem is a tree root. He never checked the line and never pulled any roots out. He informed me before he would clear the drain that the fee was no longer $75 but $250 since roots are not covered.When the drain was clear I had to make the check out to ******** ***** and ***** not ** ******* HW of America has not answered my questions about if it is ok to subcontract out my claim without notice.They did confirm that tree roots are not covered.On July 31st my sewer back up again.I rented a power snake to try to clear the drain since "tree roots aren't covered" and I didn't want to spend another $250.I was not successful and called *************** plumber cleared the drain and found a small amount of roots but did not think it was the main cause and recommended I have the free camera check of my sewer line done.Clearing the drain cost me another$275.I had the ****** ******* come out and survey my drain line.The line is separated in 2 places.The estimate to fix it is $3500.I have been trying to contact HW of America ever since.The only phone option is to file a new claim, that didn't work out for me the first time so I want to see if this is covered.I have sent messages via the "ask a question about coverage" link and have had no response.The response time stated on the website is 24 hours during normal business days.It has been 2 days going on 3 days.I tried to contact them using the contact us email address and have had no response.All I want from Home Warranty of America is an answer about whether or not the repair or replacement of my main sewer drain is covered by the contract and I want $542.This price is for the $92 equipment rental, $250 for the first plumber (that was not who I was told was coming), and $275 for *********** minus the $75 service fee.I feel this is fair since they lied about who was doing the service, never answered about the switch of vendors, and the first guy lied about the cause of the problem to receive a larger payment.I could not trust the judgement of HW of America a second time and risk having the problem become a monthly occurrence.At this point I am not asking for a free replacement of the main sewer line but it is my next step if al can't be resolved.

Desired Settlement: $542 for the charges so far minus the $75 service fee for the original claim. An answer as to whether the repair or replacement of the main sewer from my foundation to the end of my yard (about 40 feet)is covered by my warranty. An explanation and/or apology for the contractor switch without notification.

Business Response: Initial Business Response /* (1000, 5, 2015/08/19) */ August 19, 2015 ****** ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, ***** **** Chicago, IL 60611 Re: 94564419: ******* TX-XXXXXXX Dear Ms. ******** We have received the customer's complaint, and addressed the issue with them directly. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Special Handling

8/27/2015 Problems with Product/Service
8/27/2015 Delivery Issues
8/25/2015 Problems with Product/Service
8/25/2015 Billing/Collection Issues
8/24/2015 Problems with Product/Service
8/24/2015 Billing/Collection Issues
8/24/2015 Billing/Collection Issues
8/24/2015 Billing/Collection Issues
8/24/2015 Problems with Product/Service
8/21/2015 Problems with Product/Service
8/21/2015 Problems with Product/Service
8/21/2015 Delivery Issues
8/21/2015 Advertising/Sales Issues
8/21/2015 Problems with Product/Service
8/21/2015 Problems with Product/Service
8/20/2015 Problems with Product/Service
8/20/2015 Delivery Issues
8/19/2015 Problems with Product/Service
8/19/2015 Problems with Product/Service
8/18/2015 Problems with Product/Service
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8/17/2015 Problems with Product/Service
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8/14/2015 Problems with Product/Service
8/13/2015 Problems with Product/Service
8/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We closed on our home on 7/17/15 and the AC went out on 7/20/15. Both our Real Estate Agent and us have called multiple times per day and they company has not called or e-mailed a claim. The weather has been over 95* in the house and we have a 4-month old baby in the house. The company has not stated they will not cover the repairs - they just have not created a claim and do not follow-up or keep promises on calling back.

Desired Settlement: We want to have the AC repaired.

Business Response: Initial Business Response /* (1000, 5, 2015/08/04) */ August 4, 2015 ****** ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL XXXXX Re: ********* ***** GA-XXXXXXX Dear Ms. ******** We were advised of the technician's diagnosis on July 28, 2015, and approved the repair. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Special Handling Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, the issue was resolved - please close this case.

8/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cancelled my home warranty with Home Warranty of America on 5/20/15, I followed all of the procedures that were required by Home Warranty of America. On May 27, 2015 they sent me an email stating that I would receive my refund in six weeks. It is now July 28, 2015 which is almost 9 weeks later. I called last week and was told the check was mailed out. I just called again today and was told they just mailed the check yesterday. I do not believe them. I live in Palatine and the checks are processed in Buffalo Grove, IL. I offered to pick up the check in the Buffalo Grove office and I was told that I could not do that. When I asked to speak to a supervisor I was told that they only communicate through email. I have tried email in the past without any response. They also provided me with a supervisor in sales not in accounting or refunds. This to me is very suspicious. Please help. Frank

Desired Settlement: I am seeking the money that they have told me I should receive and that is in their contract.

Business Response: Initial Business Response /* (1000, 5, 2015/08/05) */ August 5, 2015 Esther ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: 94563038: *** IL-1635979 Dear Ms. *******: The customer's contract has been cancelled, and his refund check sent. If you should have any questions or concerns, I can be reached at extension **********. Sincerely, Carl ****** Escalated Special Handling Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I finally received the check but only four weeks after the company said they would send it and only after I contacted the BBB and the A.G of Illinois. I have the envelope in which the refund was posted only after these steps and multiple phone calls and emails were made to HWA. If you would like I can send you the emailed responses, from HWA and the copy of the envelope with the US postage date. If this happened to me it has more than likely happened to others. Sincerely, Frank ***

8/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am waiting on the refund of my money

Desired Settlement: 46.06

Business Response: Initial Business Response /* (1000, 5, 2015/08/12) */ August 12, 2015 Esther ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: 94563727: Sharpe AL-571820 Dear Ms. *******: We received the customer's complaint, and their Contract refund was returned to their credit card as of August 7, 2015. Sincerely, Carl ****** Escalated Special Handling

8/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As stated above, HWA cashed our check for a warranty (per our title company) on June 8, shortly after we closed. Our air conditioner went out and we called for service but couldn't establish a claim number because of the status in HWA's system. Our air went out on July 17 (temp 96 degrees). It was late and I didn't think anyone would come out so we figured we would turn the unit off, and use fans. I called the morning of the July 18 (temp 96 degrees) and was told due to our status as "pending", a claim couldn't be established. The customer service rep suggested for us to email our HUD Settlement Statement to prove ownership which we did. We were then told to contact the sellers realtor and that they needed to call HWA to order the release, then we were told that the title company needed to call and order the release. We were also informed that this may have to wait until Monday! (July 19 - 98 degrees) I called again in hopes that someone would have sent all of our information to someone able to make a decision and change our status. It took us to contact our realtor, the sellers realtor, and our title company (who stated that the warranty should have kicked in when HWA cashed the check June 8th) in order to get something done so our status could be changed from pending to active in their system! We finally, after 4 hot nights of going without any air have a claim number! We have already decided to obtain another warranty company as soon as this one expires!

Desired Settlement: Proper repair and if necessary replacement of the non-working parts that caused the air conditioner to fail!

Business Response: Initial Business Response /* (1000, 5, 2015/08/03) */ August 3, 2015 Esther ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: 94562044: Henderson TX-1842280 Dear Ms. *******: When the customer's contract was opened electronically with our Company, the person who opened it outside our Company provided an incorrect start date for the Contract. When the customer called us on Saturday July 18, 2015, to file her Air Conditioning claim, we needed supporting documentation to change the date that was provided(the date provided prevented the claim from being filed). The customer provided the documentation, and we filed the claim. The customer's unit was serviced the day this complaint was filed, and though we have called the customer to confirm the service, they have not responded. We are sorry for the delay, and hope the issue was addressed. If you should have any questions or concerns, I can be reached at extension **********. Sincerely, Carl ****** Escalated Special Handling Initial Consumer Rebuttal /* (2000, 7, 2015/08/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I hadn't responded because I was out of the country. The problem was solved, but we were told an entirely different story in regards to the process and how to get the problem corrected. If we had been informed of how to properly resolve the issue, we would not have spend a week in a hot house.

8/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called in a service request on 5/28/15. I have spoken with someone from this company every week since made the 28th in regards to this Repair and has yet to be serviced. The the representatives tell me every week that they're going to call me back tomorrow but tomorrow has never come. The service provider says they're waiting on hwa and hwa sitting there waiting on a service provider I'm still not getting service

Desired Settlement: Air conditioner fixed asap

Business Response: Initial Business Response /* (1000, 5, 2015/07/09) */ July 9, 2015 ****** ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL XXXXX Re: ********* ********: FL-XXXXXXX Dear Ms. ******** We, as the customer, wish for the Air conditioning issue to be addressed. Unfortunately, we need the diagnosis and pricing to address the issue, and that has not yet been provided by the technician. Once it is, we will gladly move forward with the claim. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Special Handling Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) They sent out a new company, the new company only claims it is low on Freon. That is correct and the same answer we got from the previous company. How were the first company come in with a device and found a leak on the inside. The last company they sent only came in and only looked at the inside and did not check for leaks inside. I am tired of the games and need my air-conditioner fixed. this has been an ongoing issue since the 5/28/2015. Final Business Response /* (4000, 9, 2015/07/30) */ July 30, 2015 ****** ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL XXXXX Re: ********* ********: FL-XXXXXXX Dear Ms. ******** We did not receive the diagnosis and pricing to address the issue, have sent a second opinion and are addressing a coil replacement with the customer. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Special Handling

8/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Harassment and personal ID violation. On several occasions over the last year I have received repeated inquiries at the door regarding a plan. On each occasion, I declined and made it clear I was not interested in a plan. I never provided my name or any personal information. I received a welcome package a few days ago stating I had been added to a Direct Energy Plan. I called the company to cancel and state my complaint. The actions of the sales personnel border on ID theft. Account_Number: XXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I did not order the plan. It should be cancelled and I do not expect to be billed. Furthermore, I insist that no one else knock on my door or call my home from Direct Energy in an attempt to sale services of any kind.

Business Response: Initial Business Response /* (1000, 6, 2015/07/29) */ June 28, 2015 ****** ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* ****** :MI-XXXXXXX Dear Ms. ******** We received the customer's complaint and would like to respond accordingly. Direct Energy offered the customer a "trial' twelve month protection plan contract at no cost to the customer. She has paid nothing for the offer, and requested to cancel it. It has been cancelled. If you should have any questions or concerns I can be reached at XXX-XXX-XXXX. Sincerely, **** ****** Escalated Special Handling

8/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I've called hwa numerous times and have been told the manager is never available every time I call. The service provider stated the repair cal was canceled by hwa. My refrigerator has ice building in the rear once it melts the water puddles into the Byron of the refrigerator. That cause the water to leak out everyone the door is opened. The service man stated in March if he had a fan he would've replaced it but since he didn't he defrosted the refrigerator and told me to call if it happened again. I've called hwa and emailed left messages and still nothing. I just want a full refund at this time to purchase a warranty with s company that actually care and knows about good customer service.

Desired Settlement: 500.00 full refund in the amount I paid for the coverage.

Business Response: Initial Business Response /* (1000, 5, 2015/07/28) */ July 28, 2015 ****** ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* ****** LA-XXXXXXX Dear Ms. ******** We received the customer's complaint and contacted the customer directly to address the issue. If you should have any questions or concerns, I can be reached at ext. XXXXXXXXXX. Sincerely, Carl ****** Claims Special Handling

8/10/2015 Problems with Product/Service
8/10/2015 Guarantee/Warranty Issues
8/10/2015 Problems with Product/Service
8/10/2015 Problems with Product/Service
8/10/2015 Problems with Product/Service
8/7/2015 Problems with Product/Service
8/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 5, 2015, I filed a claim to have my air conditioner fixed which had broke on July 5, 2015. Claim number XXXXXXX. On July 6, 2015, air conditioning repair company ******* of Bakersfield Ca. Diagnosed my air conditioner, saying it was the Condenser coil. Today has been 12 days of 100+ degree weather since filing claim. I have called HWA daily with no answers. I just want my air conditioner fixed per agreement of warranty terms.

Desired Settlement: Fix my air conditioner.

Business Response: Initial Business Response /* (1000, 5, 2015/07/31) */ July 31, 2015 ****** ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL XXXXX Re: ********: ******** CA-XXXXXXX Dear Ms. ******** We have received the customer's request, as well as the needed pricing information on the repair the day this complaint was filed. The repair has been approved. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Special Handling Initial Consumer Rebuttal /* (2000, 7, 2015/08/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/6/2015 Problems with Product/Service
8/5/2015 Problems with Product/Service
8/3/2015 Delivery Issues
8/3/2015 Problems with Product/Service
8/3/2015 Advertising/Sales Issues
8/3/2015 Problems with Product/Service
7/31/2015 Billing/Collection Issues
7/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a home in June of 2015. Two weeks into the home, my AC went out - the motor blew on the unit. HWA filed a claim - took 3 days (house was 97 degrees inside) - and they sent out ***** Mechanical to fix. They replaced motor - unit worked for less than 2 weeks. Sunday, July 5th, my AC unit quit blowing cool air. I placed a claim Sunday evening. Based on poor history with HWA two weeks prior, and the heat within my home that was causing major discomfort to my two children who are under the age of 8, and are both special needs, I purchased a window unit with my own money @ $350! I had to follow up 7 times with HWA on Monday, July 6th, and 2 separate repair companies due to errors on HWA's part when filing the claim. They then sent out ***** Mechanical again on Tuesday, at 11am - who stated that they had fixed the issue and it was the capacitor. Upon my return home in the evening - my AC had NOT been fixed and it was 92 degrees in my house - putting my animals and children at risk, yet AGAIN. I called HWA again, several times, and was put on hold for a total of 38 MINUTES! I spoke to 4+ employees - all of which were rude, and unhelpful. By the end of the night they had placed an "EMERGENCY" call with ***** Mechanical. At 9pm, yesterday evening - ***** Mechanical called me and stated that they were fairly certain the "fix" that occurred yesterday afternoon with capacitor would not actually hold - and that they thought I needed a new unit. I asked what I should do next, and they actually told me that they would refuse to come back out to my house due to not being paid by HWA. I then called HWA immediately after hanging up with ****** left a voicemail for a Supervisor to call me. They called this morning at 9am - and the "best" that they can do is find another contractor who may or may not be able to get out to my house by this Friday, 7/10. Which means I will be without AC for over a week - in 97+ degree weather. This company not only should be investigated. This company is unethical, irresponsible,unresponsive and I would NEVER RECOMMEND them to a home owner. Action should be taken immediately with HWA. Whether or not they pay their bills with their vendors should have absolutely no impact on an end user/customer. My home is now a health risk for my children and I am at the mercy of US Air actually calling me to "try" and fix it within the next 5 days. UNACCEPTABLE!

Desired Settlement: I want my AC fixed within the next 24 hours and feel as though I should be reimbursed for the initial call fee of $75 as well as the window unit I had to purchase for the safety of my children. Total of: $425.

Business Response: Initial Business Response /* (1000, 5, 2015/07/20) */ July 20, 2015 ****** ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* ******** TX-XXXXXXX Dear Ms. ******** We have received the customer's request, and are contacting them directly to resolve the issue. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Special Handling

7/31/2015 Problems with Product/Service
7/29/2015 Problems with Product/Service
7/27/2015 Delivery Issues
7/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since our fan stopped working we opened a complaint (claim #*******). Described the issue and they assigned a technician of their choice. Technician came, spent a few minutes and stated that the unit needs replacement, collected the 60$ copay and said he will inform HWA about it. After 4-5 call to HWA and technician, HWA denied the claim stating that fan replacement is not covered and only electrical wiring is covered. Without looking into the finer prints, the fan was covered. This is totally against a fair deal. At no point in this process I was informed that only electrical wiring is covered. The total system is against getting a fair deal - since its their electrician (whom I paid basically for nothing) and never mentioned such limitation. And when a warranty is covering a fan how can an unsuspecting consumer would know that replacement be not part of it when recommended by their technician only.

Desired Settlement: Replace the faulty fan.

Business Response: Initial Business Response /* (1000, 5, 2015/07/23) */ July 23, 2015 Esther ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********: ********************* Dear Ms. *******: We have received the customer's request, and the claim was never denied. We have confirmed the resolution of the issue with the customer. If you should have any questions or concerns, I can be reached at extension *********** Sincerely, Carl ****** Escalated Special Handling Initial Consumer Rebuttal /* (2000, 7, 2015/07/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although the statement that "claim was never denied" is not true since I was told by their customer service that it was denied. But anyway, I accepted Carl's solution to reimburse the replacement cost and installation cost. Already submitted the bill for the fan, waiting for response about installation. Hopefully everything would go smoothly.

7/24/2015 Problems with Product/Service
7/24/2015 Problems with Product/Service
7/23/2015 Billing/Collection Issues
7/23/2015 Problems with Product/Service
7/22/2015 Problems with Product/Service
7/21/2015 Problems with Product/Service
7/21/2015 Billing/Collection Issues
7/21/2015 Advertising/Sales Issues
7/21/2015 Billing/Collection Issues
7/20/2015 Problems with Product/Service
7/20/2015 Problems with Product/Service
7/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: policy #: XXXXXX claim #: XXXXXXX date of claim: 05.26.15 the company has sent 3 repair companies to my home. the first two after showing up DAYS late have not returned any messages. the a/c is still not repaired and the company has not returned 11 messages that i have left over the past 2 weeks.

Desired Settlement: i would like the company to honor our contract and repair my air conditioner.

Business Response: Initial Business Response /* (1000, 5, 2015/07/07) */+++++ July 7, 2015 ****** ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* **** NJ-XXXXXX Dear Ms. ******** On June 29, 2015, the day his complaint was filed, the customer spoke directly with 4 different representatives in our office, including a supervisor, who gave him the option of accepting a cash out on the repair of his unit, or requesting his approval of the non-covered costs. The following day, an additional supervisor confirmed that offer, and the customer has yet to respond. We are waiting for his acceptance, or approval. If you should have any questions or concerns, I can be reached at ext. XXXXXXXXXX. Sincerely, **** ****** Claims Special Handling Initial Consumer Rebuttal /* (3000, 7, 2015/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I CALLED THIS MORNING AS I HAVE NOW RECEIVED A COMPARABLE REPAIR PROPOSAL. THE BUYOUT OFFERED IS NOT EVEN HALF OF THE REPAIR COSTS; AND THIS DOES NOT INCLUDE THE $400 I ALREADY PAID TO ONE OF THE INCOMPETENT REPAIR COMPANIES THEY HAVE SENT PREVIOUSLY. I AM STILL AWAITING A RETURN CALL. Final Business Response /* (4000, 9, 2015/07/08) */ July 8, 2015 ****** ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* **** NJ-XXXXXX Dear Ms. ******** The customer has apparently requested a supervisor, and will be called back. If he is dissatisfied with our cash-out offer, he can approve the non-covered costs and have us perform the replacement. If you (or the customer) should have any questions or concerns, I can be reached at ext. XXXXXXXXXX. Sincerely, **** ****** Claims Special Handling

7/20/2015 Delivery Issues
7/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They asked for our home inspection report before they would authorize repairs. My husband emailed it the afternoon of the 22nd. I called the 23rd to check the progress and was told they never received it and the lady my husband spoke with wasn't there. I emailed it again. The morning of the 24th my husband called again, they hadn't received it. He was told to send it again the the lady would look at it on her lunch break. I called, asked for a manager and was put on hold for 5 min before a transfer to voicemail. The rep told me it would be 24 to 48 hours before the manager called me back.

Desired Settlement: Fix my air conditioner.

Business Response: Initial Business Response /* (1000, 5, 2015/07/02) */ July 2, 2015 Esther ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: 94557922: Delacerda: TX-1502843 Dear Ms. *******: We have reviewed the customer's request, received the diagnosis and costs from the technician, and approved the repair as of June 25, 2015. If you should have any questions or concerns, I can be reached at extension **********. Sincerely, Carl ****** Escalated Special Handling

7/17/2015 Problems with Product/Service
7/17/2015 Billing/Collection Issues
7/17/2015 Delivery Issues
7/17/2015 Problems with Product/Service
7/17/2015 Advertising/Sales Issues
7/16/2015 Problems with Product/Service
7/14/2015 Problems with Product/Service
7/13/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Direct Energy, Contract Number XXXXXXX for my personal property has been established without my authorization or consent.

Desired Settlement: cancel identified contract and stop unsing any information associated with my contact information immediately.

Business Response: Initial Business Response /* (1000, 5, 2015/06/30) */ June 30, 2015 ****** ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* ************: MI-XXXXXXX Dear Ms. ******** We received the customer's complaint and would like to respond accordingly. On June 15, 2015, Direct Energy offered the customer a "trial' twelve month protection plan contract at no cost to the customer. She has paid nothing for the offer, and has requested to cancel it, which we will process. If you should have any questions or concerns I can be reached at XXX-XXX-XXXX. Sincerely, *********** Escalated Special Handling

7/13/2015 Problems with Product/Service
7/10/2015 Problems with Product/Service
7/9/2015 Problems with Product/Service
7/9/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: When the home was purchased the seller offered a home warranty as part of the contract to purchase the home. Air conditioner could not be be tested because the weather was below 50. Once we purchased the home and it was warm the air conditioner worked fine until sometimes in late may/early june. The amount of air blowing drastically reduced. I contacted HWA they sent out a technician who stated he recommeded in be replaced it was old, it was over heating, and the compressor wasn't working properly. He had problems getting someone on the phone to get work approved. Every day since I have called in checking on the status. Each day I wait on the line for about 30-45 minutes to speak to claim rep who review yesterday's notes. They give a scripted answer offering their apology with no follow-up. On two occasions I have found out they needed something that I subsequently sent in with receiving a call about what was needed up front. I sent in the inspection as noted in the notes and the inspection did not say the unit wasn't working it only said it could not test the temperature trigger the unit to come because of low tempature. I contacted the real estate agent to notify her of what was going on and to see if she had anything that could prove the system was working. She emailed me all of the receipt of repairds that had been made to prepare the home for sale. Included in the receipt is a copy of repairs made to the air conditioner unit. She also said she was going to contact the sales representative she works with on her homes because she could vouch for the air conditioner working. It has been over 7 days and I have not recieved a call from anyone at HWA letting me know of the status of the claim nor has the underwriter, Mrs. Bowman, contacted anyone from HWA who message or emailed her in response to my inquiries. After googling this type of problem I see that is a common practice where HWA sales represenative have an agreement with saling agent to include warranty to assure protection of unexpected expenses where they know the systems can't be test under 50 degee tempature. I would like for HWA to honor the warranty immediately. On top of all of this my stepson is coming home from the hospital into a home that is over 90 degree tempature on June 30th.

Desired Settlement: I would like for them to honor the warranty immediately. Since the chances of the air conditioner being fixed by Tuesday I would also like them to pay for three windows units for our bedroom.

Business Response: Initial Business Response /* (1000, 5, 2015/06/29) */ June 29, 2015 ****** ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* ********: GA-XXXXXXX Dear Ms. ******** We have confirmed the customer's request and have called them directly to address the issue. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Special Handling Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) After receiving a second opinion of the problem and finding out the problem was not at all what the first technician described, but the system was low in Freon and had a leak; I am frustrated with the fact that we have not had air for a month and customer service was not satisfactory as promised in their marketing material. Every day I contacted them and spoke to a different agent who could not assist me. When I asked them if there was someone who they could escalate my concerns they told me they did not. Then when I access the BBB website I see ****'s contact information. The misdiagnosis and the poor customer service prevented us from having air conditioner for an extended period of time.

7/7/2015 Billing/Collection Issues
7/7/2015 Problems with Product/Service
7/7/2015 Problems with Product/Service
7/7/2015 Problems with Product/Service
7/7/2015 Delivery Issues
7/7/2015 Problems with Product/Service
7/6/2015 Problems with Product/Service
7/6/2015 Problems with Product/Service
7/6/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a warranty contract from Home Warranty of America (HWA) on 08/11/2015. Prior to the contract a home inspection was conducted that indicated that there were no obvious concerns with the heating / AC system. For the latter part of summer 2014 the AC system performed well, the heat performed flawlessly through the winter, and then the AC system began to falter in April 2015. I tech was sent out to replace a seized up fan motor in the compressor. The lack of heat exhaust likely overheated the system. On June 26, 2015 the system completely failed and I contacted HWA. The same technician, who was chosen by HWA recommended replacement of the compressor and coil. On June 29, 2015, I was contacted by ******* ******** from HWA requesting the home inspection report, Ms. *********** attitude was short and not professional. She would not directly answer any questions. On June 30, 2015 I made contact with supervisor *** ********** After several hours and phone calls Mr. ********* stated that they would not honor the warranty and replace the unit as their technician recommended. I asked Mr. ********* for the license number of the person making the decison, which would qualify them to make such a decision and he would not provide that informatio, stating that they were confident in their decision. Mr. ********* would not provide justification for denying the claim. It has been near 100 degrees for the five days it has taken them to respond so far.

Desired Settlement: For the business to honor their contract and replace the system, which their technician recommended.

7/6/2015 Billing/Collection Issues
7/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: march 31st: I filed a claim almost four weeks ago. The first vendor never showed up. The second vendor came out with a day but never showed up originally I had to call him to reschedule. He came out looked over the issue, I paid the deductible he left. The following week after I hadn't from Hwa or the vendor. After calling Hwa I was told we were waiting on the vendor for pricing. We are still at the point weeks later. What am I to do to get the unit fixed. No one has raised this as an issue. I can't believe a four week lead time is great for business so I have to believe this is a typically service request for you company. Can you help? I'm really at a lose as the hot temps are hitting the south so having no ac is hurting my family. My wife is pregnant and the high temps in the rooms is very uncomfortable for her. May 20th: So again, the AC is out. Same unit and same vendor. It's been a couple weeks since it has been reopen. The vendor has failed to show up for several schedule times now costing me money due to the fact that I have been required to take time off to be hear. The vendor has been very unresponsive. I know have to assume that is is how this vendor operators and the fact that HWA allows their customer to be treated this way is unsatisfactory. I can go deeper into detail about the experience I have had if needed. I used other home warranties is the past and this by far has been the worst experience. I have made many phones calls to the claims department with complains and inquiries about the claims. To date no one from HWA has tried to remedy the issue. Severals times the customer service rep has gotten heated with me. When I've tried to have the claim escalated to a managed the request has been denied. I want to cancel my service with HWA. I would expect that I would be refunded the remainder of the year? I apologized this falls on you but no one else from HWA seems to be willing to go the distance to take care of the customer. May 27th: I reached out yesterday for an update on my current claim. The customer rep told me I would receive a call within the hour of who the new vendor would be. The new vendor based solely of the fact that the current vendor could not resolve the issue. I had no other choice due to the fact that the vendor will not return by calls. The vendor's past performance and poor customer service/communication has been embarrassing, which I quote from aHWA sales rep. I still have yet to hear from HWA.I wanted to forward this information to you. Attached is 2nd option that I request to be performed by a local HVAC company on the system. I paid out of my own pocket due to the fact HWA has failed to correct the problem.This is after all the repairs and installed from your vendor "Equipment Services." As you will see the parts they have quoted as "bad" or in need or pair are the same parts your vendor claimed to have fixed but do to what I will call "sloppy work" (which you can see in the attached picture) the system is in an inoperable state. He has continued to be unprofessional by sending out so-called tech who appear to be untrained. The attached picture is of the TXV value. This is the recently repair parts. As you can see from the picture the welding of the lines has caused the blocked of refrigerant. This blocked caused the pressure in the line to prematurely fail. Second, if you notice the copper bulb, is should be secured next to the line. This is to measure the temp of the line. This clearly indicates the low caliber of your vendors. This is all unacceptable. I have paid your company for a service HWA claims to provide excellent when in reality it is sub par at best. I have gotten no help from the HWA reps, who only claim they will update the notes on the claim. They have not once attempted to escalate the claim nor offer any other type of support. The HWA have even denied my request to speak with a manager.

Desired Settlement: your company, HWA, 37 times since the claim was opened back in March. HWA reps have encouraged me to reach out to the vendor but the vendor is unresponsive. What am I to do? I have an estimate to fully repair the unit this claim was opened for, who are quality professional who are NATE certification and have received EPA training. They are properly insurance with all long track record of strong customer service. Since no other vendor can be found I am requested that this company be used to provide the needed repair that HWA has guaranteed me in the contract of service. Because of the lack of professionalism and commitment to the customer have no other reason to believe this request is impossible.

Business Response: Initial Business Response /* (1000, 5, 2015/06/10) */ June 10, 2015 ****** ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* ********: SC-XXXXXXX Dear Ms. Beltran: We have addressed the customer's request and have arranged a technician who has been approved to perform the repair. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Special Handling Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although HWA has hired a new vendor they have still failed to fix the issue. 3 months with no a/c. We are in the hottest days of the year thus far. There has to be no sense of urgency from the warranty company. I can say the new vendor Truluck has done a great job with what they have done so far. The warranty needs to make the decision to either replace or fix the unit. 85+ in the house. Final Business Response /* (4000, 9, 2015/06/22) */ June 22, 2015 ****** ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* ********: SC-XXXXXXX Dear Ms. ******** We have addressed the customer's initial repair, and when advised of a secondary issue, we have called the technician for his diagnosis and pricing. As that has been received, we have ordered the equipment, and approved the repair. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Special Handling

7/3/2015 Problems with Product/Service
7/1/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Received a letter from this company on 06/17/15 stating they are the largest energy and home services providers. Offering a free 12 month trail of heating and cooling repairs. I called the company and stated I did not want any of their services even if it is free. There is a contract number XXXXXXX contract period start date 06/14/15 and then states contract period end date o6/14/16. I advised the gentleman I did not want this service even if it was free. He was rude and just kept repeating it is free, it is free, ect. I also advised that I get like 5 to 6 calls per day from their company and no one answers on the line. I also stated stop calling my home. He again repeated the line of it is free. I also called a number that states to opt out. Well the number if a none working number. This is the opt number X-XXX-XXX-XXXX. The reason I have a problem with this is I did not authorize any service from this company even if it is free. They call as I stated about 5 times per day. My identity was stolen so I do not sign up for anything over the phone or online. Please help me with putting a stop to this company. My concern is you put an opt out number that does not work. Thank you

Desired Settlement: DesiredSettlementID: No further contact by the busi Do not send people contracts they have not authorized even if it states free. Don't use an opt. number that does not work.

Business Response: Initial Business Response /* (1000, 6, 2015/06/30) */ June 30, 2015 Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* ******: MI-XXXXXXX Dear BBB: We received the customer's complaint and would like to respond accordingly. On June 14, 2015, Direct Energy offered ***** ****** a "trial' twelve month protection plan Contract at no cost to the customer. We are sorry ***** could not get through on our fully functional phone lines, but as it seems that she does not want our trial plan for this property, we will gladly cancel the free Coverage. If you should have any questions or concerns I can be reached at XXX-XXX-XXXX. Sincerely, Carl Hewelt Escalated Special Handling Initial Consumer Rebuttal /* (2000, 8, 2015/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept they cancel this free contract. But I also want ********* informed that my husband ***** ****** did not authorize anyone on June 14, 2015, from Direct Energy to send a "trial' twelve month protection plan Contract at no cost to the customer. My husband and I were out of town and have proof we were not home to answer any phone calls because we were on vacation. Thank you BBB for all your help and in resolving this issue.

6/29/2015 Delivery Issues
6/29/2015 Billing/Collection Issues
6/29/2015 Problems with Product/Service
6/29/2015 Problems with Product/Service
6/26/2015 Problems with Product/Service
6/26/2015 Billing/Collection Issues
6/25/2015 Problems with Product/Service
6/24/2015 Problems with Product/Service
6/23/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I received an unsolicited contract in the mail today. Free for 12 months, but also fine print T&C. I did not ask for coverage or any sort of contract. I immediately complained and stated that this was a fraudulent contract because I did not enter into it. The phone number to opt out was out of order, so I had to call the "service" number, get another number, get transferred, dropped call, call the other number. They didn't really seem to care, didn't know about this type of contract either.

Desired Settlement: DesiredSettlementID: Other (requires explanation) They stop doing this! And a letter or something in writing confirming my so-called contract is null and void.

Business Response: Initial Business Response /* (1000, 5, 2015/06/22) */ June 22, 2015 ****** ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL XXXXX Re: ********* ***********: CO-XXXXXXX Dear Ms. ******** We received the customer's complaint and would like to respond accordingly. On May 19, 2015, ****** ****** offered the customer a "trial' twelve month protection plan contract at no cost to the customer. She has paid nothing for the offer, and requested to cancel it. It has been cancelled. If you should have any questions or concerns I can be reached at XXX-XXX-XXXX. Sincerely, **** ****** Escalated Special Handling Initial Consumer Rebuttal /* (2000, 7, 2015/06/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Unsolicited offers should not be sent under the guise of new "contracts". Just sayin'. This is to me an unethical business practice and should be discontinued. Please continue to monitor this company for similar practices.

6/22/2015 Advertising/Sales Issues
6/22/2015 Billing/Collection Issues
6/19/2015 Problems with Product/Service
6/19/2015 Problems with Product/Service
6/16/2015 Problems with Product/Service
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6/16/2015 Problems with Product/Service
6/15/2015 Problems with Product/Service
6/15/2015 Problems with Product/Service
6/15/2015 Problems with Product/Service
6/15/2015 Problems with Product/Service
6/15/2015 Problems with Product/Service
6/15/2015 Problems with Product/Service
6/12/2015 Problems with Product/Service
6/12/2015 Problems with Product/Service
6/12/2015 Delivery Issues
6/12/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: HWA Contract # *******

Desired Settlement: Full refund of $619.

Business Response: Final Consumer Response /* (2000, 7, 2015/06/12) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated: Why was it closed?

6/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Shortly after we moved into our new home, we discovered that our water softener wasn't functioning properly. We checked the inspection report that was done prior to our purchase and saw that the water softener hadn't been inspected. Since we have documents from HWA stating they cover "unknown pre-existing conditions," we were under the impression the water softener would fall into this category since we had not been aware it wasn't working properly and it clearly had not been functioning prior to when we moved in since it wasn't working from the first time we tried to use it immediately after move-in. We filed a claim with HWA on 3/11/15 (claim #XXXXXXX), and they sent out a plumber to our house who verified the issue and recommended to HWA that the unit be replaced. We had to pay the plumber a $75 service fee. In the meantime, we sent HWA the inspection report to verify that this had been an unknown pre-existing condition. In our minds, the fact that it was not listed in the inspection report indicated to us that it was an "unknown pre-existing condition" - a self-explanatory term. I spoke with one of the HWA reps who said they were looking into replacement costs for us, but then called back to say he received the inspection report, and that the water softener would not be covered since it had not been examined to verify that it was or was not working. If the inspector had inspected it and found that it wasn't working, then HWA would understandably not cover it because it would be a KNOWN pre-existing condition. If he had inspected it and found that it was working, and then it broke after we moved in, it would be covered, but in our minds, that is not an "unknown pre-existing condition" since it wasn't PRE-existing (the problem didn't exist before we moved in). So it seems like there is no such thing as an "unknown pre-existing condition". We are also frustrated that they even sent out a plumber to our house and charged us a service fee if they knew they wouldn't cover a water softener that hadn't been inspected. We feel like if HWA had done their due diligence and asked us if it had been inspected, we never would have had the plumber come out if we knew HWA wasn't going to cover an un-inspected water softener. It was negligent that HWA sent a plumber out to look at the unit if they knew that the water softener should have been inspected and that we were making this claim as an unknown pre-existing condition. We spent $75 for a plumber to tell us it was broken when we already knew that. According to the National Association of Home Inspectors' Standards of Practice, inspectors are not required to check water softeners so it doesn't make sense that HWA would have this policy. We have had a few phone conversations with HWA and just keeping going in circles without getting a satisfactory response. We feel as though the water softener should be covered (we had even upgraded our coverage to include items such as this). We have been pretty disappointed with the misleading coverage and customer service. HWA has not even been unable to provide us a definition for "unknown pre-existing condition" despite speaking to multiple agents. We have spoken with ** ****** initially and left two messages for ****, a supervisor, on 3/17 and 3/18 who never returned one of our messages. My wife spoke with ***** Sanders, another supervisor, on 3/20, and received very poor customer service. In the midst of these conversations we were told that water softeners are covered as unknown pre-existing conditions if the inspector had inspected it and found it to be in working order and then it broke after we moved in. This is clearly contradictory language though - in this case, it would not be a PRE-existing condition. To reiterate, there does not seem to be anything that fits the definition of an "unknown pre-existing condition."

Desired Settlement: We would like HWA to replace our water softener as recommended by the plumber they sent out to our house. They should either remove the term "unknown pre-existing condition" from the list of items they cover or honor it according to its self-explanatory definition.

Business Response: Initial Business Response /* (1000, 5, 2015/05/14) */ May 14, 2015 ****** ******* ******* ********** ********** Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL XXXXX Re: 94551370: *********: TX-XXXXXXX Dear Ms. ******** We received the customer's complaint and would like to respond accordingly. The customer started a Warranty Contract with us on February 27, 2015. On March 10, 2015 at 8:36 PM CST, the customer filed the following online claim for their water softener: "Covered Item Problem: Low Water Pressure Has this item ever worked?: No When did you first notice the problem?: Two days ago Have you moved into the home?: Yes When did you move into the home?: 03/05/2015 Q & A: Q: Please tell us if the water heater is A: A unit that you own Q: Please tell us where the water softener is located A: Garage Problem Description: Switched on the valve to the water softener for the first time this weekend and noticed water pressure dropped to almost a trickle. Put the valve back in the bypass position and water pressure returned. This is a Culligan Water Softener **** 89." We immediately assigned a technician, who went to the customer's home two days later and found that the unit was restricting the water due to a bad impellar. As the customer had advised our office that the softener had never worked, this would indicate that the unit was not in proper working order on the Coverage period Start Date. Thus, we declined to cover the softener. Per our Contract, section I.B.7: "Covered Systems and Components" means systems and components as specifically described herein as "Included" and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown. Components shall be considered in proper working order if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date." We requested the customer's inspection, to confirm the unit could be considered in proper working order, but the softener had not been inspected. Had an inspection or mechanical test occurred on the Coverage Period Start Date, the problem would have been easily detectable, as it was three days after the customer moved in. We have contacted the customer to address their complaint, and left a message. Per their complaint request, we will not replace their water softener, that never worked properly under the Contract. As we have a Contract with the customer, we will continue to use our Contractual definition, rather than what is arbitrarily "self-explanatory" If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Claims Handling Initial Consumer Rebuttal /* (3000, 7, 2015/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Ms. ******** We are not satisfied with the reply from Mr. ****** on behalf of HWA. His response does not address one of the main points of our complaint - the misleading term "unknown pre-existing condition." Once again HWA has failed to give us a definition for this term. Mr. ****** does not even use it once in his response letter. Documents we received from HWA after we purchased our home warranty note that they cover "unknown pre-existing conditions" - we would like to know what this means since it evidently doesn't mean a condition that was unknown to the homeowner and existing prior to our move-in date. This term yields misleading coverage at best and false advertising at worst. As we stated in the third paragraph of our initial complaint, we understand the terms of the contract Mr. ****** regurgitated in his response. What we don't understand is how an "unknown pre-existing condition" ever fits into this description. We would like HWA to give us a definition for this term and a specific example of how something is covered under it. We also would like an explanation as to why a plumber was ever sent out to our house if HWA knew they wouldn't cover the water softener. The negligence HWA displayed by this cost us a $75 service fee. Of course we never would have let the plumber come out if we knew HWA would not cover an un-inspected water softener. Finally, we never received a missed phone call or message from anyone at HWA following our complaint being filed with the Better Business Bureau as Mr. ****** indicated. We certainly would have been eager to have a conversation with him. Thank you. Final Business Response /* (4000, 9, 2015/05/29) */ May 29, 2015 ****** ******* ******* ********** ********** Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* *********: TX-XXXXXXX Dear Ms. ******** To define the term, 'unknown pre-existing condition', one must only reference the quote from the contract in my response: "Components shall be considered in proper working order if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date." Additionally, from Contract section I.A.2: "Malfunctions which existed on the Coverage Period Start Date will be covered only if the malfunction was unknown and could not have been detectable by visual inspection or simple mechanical test." The customer's definition limits exclusively to the homeowner's knowledge, which means, if the customer decides to not inspect or even view the property, prior to purchase, the customer could claim every failure found at move-in is an unknown pre-existing issue. This is not eligible under our Contract. The Contract just requires that the issue be unknown, and that the issue would/could not have been detectable by a visual inspection or simple mechanical test (on the Coverage Period Start Date). As far as an example of an unknown pre-existing issue, a slow leak from a worn out pipe in a wall. As to the customer's second question, the water softener is an eligible item under the contract. When they filed a claim online, on a unit that never worked properly, it automatically sent a request to a technician to go to their home to diagnose the issue. The customer's assumption that we knew in advance that the issue was not covered, is incorrect. Sincerely, **** ****** Escalated Claims Handling

6/8/2015 Problems with Product/Service
6/2/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I had a repair performed on my septic tank and the tank was also drained. Both were covered under the home warranty. The draining claim was claim #XXXXXXX for $370.00 and the repair was $1XXXXXX for $500. The work was completed on March 12th, 2015. The technician, claims representative, and myself all talked via phone and all the appropriate documentation was submitted via email at that time. I was told I needed to pay the technician and that I would be reimbursed minim a deductible of $50. I was told on March 17th via email that the claim paperwork was accepted and payment should arrive in 4-6 weeks. Since then I have check back with them weekly as a follow up. To date I have not received the checks or payment. I keep getting the standard 4-6 weeks From March 17th explanation, then it was 4-6 weeks from April 16th, and today its different. I have been given multiple check issuance and mailing dates, all with the standard 4-6 weeks explanation. I have been hung up on, transferred back and forth between extensions, and not been able to talk to anyone who can escalate the situation and get me paid. I have spent hours on the phone trying to get a resolution. I can't reach anyone inside Home Warranty America who can verify that the payments have actually been cut and mailed. I am concerned that the are lost and I am not getting paid. I was told today that they will reissue checks but again it will take another 4-6 weeks, which is not acceptable and to call back if I have not received the checks by mid June. Of course they still continue to bill me monthly on my contract.

Desired Settlement: I would like to be paid what I am owed and I want the payment mailed in an express manner, 2-3 days, not 4-6 weeks.

Business Response: Initial Business Response /* (1000, 5, 2015/05/14) */ May 14, 2015 ****** ******* ******* ********** ********** Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* *****: NV-XXXXXX Dear Ms. ******** We have confirmed the customer's request and have confirmed the processing his reimbursement. It will be mailed on May 20, 2015 If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Special Handling Initial Consumer Rebuttal /* (3000, 7, 2015/05/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear BBB, I do not accept the response from the business. I have not received the checks that I am owed as of today, which is two mail cycles after the alleged date that they were to be mailed. I have been told that the check is in the mail before and it was not, obviously. I was told in a subsequent phone conversation that occurred after this claim was filed that I would be supplied with the check numbers and payment details that were to be emailed to me and that did not happen. If a check(s) were cut then check numbers should be able to be supplied. Still evident is that the HWA Home Warranty tactic is to stall and delay, give general answers, or transfer me to "Accounting" which is just another call center and not really an accounting department or Accounts Payables department. There is no real customer service provided or real tangible information gained when I contact them. This complaint will remain unresolved until I receive the payments that I am owed. I left a voice message for Mr. ****** advising him that due to the deadline of this complaint response I will be rejecting their reply since the checks have not arrived. Sincerely, ***** ***** Final Business Response /* (4000, 9, 2015/05/29) */ May 29, 2015 Esther ******* ******* ********** ********** Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* *****: NV-XXXXXX Dear Ms. ******** The check has been mailed to the customer. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Special Handling Final Consumer Response /* (2000, 11, 2015/06/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) As stated in an amended statement a couple of days ago the check was received. Thank you.

6/2/2015 Guarantee/Warranty Issues
6/1/2015 Problems with Product/Service
5/29/2015 Problems with Product/Service
5/28/2015 Problems with Product/Service
5/27/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The fluorescent light fixture in our downstairs bathroom fell as one end where it was affixed broke away from the drywall ceiling. I noticed that the spot where it broke away appeared to be wet. I took a drywall knife and cut away the wet portion creating an approximately 5 X 5 square hole. When I looked into the small hole that I created, I could see the p-trap connected to the upstairs bathtub/shower. The p-trap was wet. I could not determine where the water had come from but assumed that it could possibly be either a leak in the pipes or drain supporting the bathtub/shower.As drain pipes and water pipes were covered in my home warranty, I called the Home Warranty of America on April 27, 2015 and started a claim. They established this as claim # XXXXXXX and assigned American Home Services company to come to my home and make repairs. The repairman and his assistance arrived on April 28, 2015. The repairman inspected the issue and informed me that it was his opinion that the bathtub/shower valves were leaking and that he would need to cut through the attic wall to create an access where he could replace the leaking valves. He said he needed to call to get authorization to make the repairs and to start the process of getting the replacement valves. Each of my shower/baths has separate volume and temperature control. The repairman kept referring to these as special order valves. After about 30 minutes, the repairman informed us that Home Warranty of America denied the claim as they did not cover fixtures. He apologized, collected his $60 service fee, promised to provide a written estimate of the cost of repairs, and left. We have never heard from them again.I reviewed our policy and found that valves are covered but fixtures are not. The repairman told us that valves needed to be replace, not fixture. The only time we heard the repairmen say anything about fixtures was when he told us that the claim was denied. No fixtures are broken.I have attempted to ask Home Warranty of America to review my case as I thought that they were not upholding the terms of the contract. I emailed them at info@hwahomewarranty.com on April 29th and 30th. On May 5, 2015, I faxed them a copy of my earlier email and sent them another email informing them of my fax. That same day, I also mailed a copy of my 1st two emails. I have heard nothing from them.I sent another email today and told them that I would seek another avenue to try to resolve this issue. That is why I am opening a complaint with the Better Business Bureau. I am hoping that they will pay attention to you even though they do acknowledge me. They are not being very empathetic or compassionate (though they say thats what they strive for). It is very frustrating that Home Warranty of America is not even acknowledging my issue.I appreciate the Better Business Bureaus assistance.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Uphold the contract and fix my plumbing issue.

Business Response: Initial Business Response /* (1000, 5, 2015/05/20) */ May 20, 2015 ****** ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* ******: KS-XXXXXXX Dear Ms. ******** Upon receiving the customer's complaint, we have addressed the miscommunication with the vendor as to the Contract Coverage, and are providing a reimbursement to the customer. We do apologize to the customer for the inconvenience. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Claims Handling Initial Consumer Rebuttal /* (2000, 7, 2015/05/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Mr. **** ****** called me to resolve the issue. He promised to reimburse me for the cost of the service call as well as the cost of repair parts use to fix the leak. He said that it normally takes 4-6 weeks to receive a reimbursement check but he woul try to get it to us within 4 weeks. It is unfortunate that it took the involvement of the BBB for HWA to consider the issue; however, we sincerely appreciate the assistance.

5/26/2015 Billing/Collection Issues
5/26/2015 Problems with Product/Service
5/25/2015 Advertising/Sales Issues
5/25/2015 Problems with Product/Service
5/22/2015 Problems with Product/Service
5/21/2015 Problems with Product/Service
5/21/2015 Problems with Product/Service
5/20/2015 Problems with Product/Service
5/18/2015 Problems with Product/Service
5/18/2015 Problems with Product/Service
5/18/2015 Problems with Product/Service
5/15/2015 Billing/Collection Issues
5/13/2015 Problems with Product/Service
5/13/2015 Problems with Product/Service
5/8/2015 Problems with Product/Service
5/7/2015 Delivery Issues
5/4/2015 Problems with Product/Service
4/30/2015 Problems with Product/Service
4/28/2015 Problems with Product/Service
4/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My pool filter needed repalcement and it was covered under my HWA contract. They told me it would cost $1300 to replace the filter and my contract had a $1000 cap. So I replaced the filetr myself (only paid $900 for a new one) and HWA told me they would issue a check for $1000 (the cap) back in early Feb. with 4 weeks. It is now the end of April and still no check despite several calls and emails. They keep giving me a runaround telling me the refund is in process.

Desired Settlement: Check for $1000.00

Business Response: Initial Business Response /* (1000, 5, 2015/04/27) */ April 27, 2015 ****** ******* Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ******** ***** Dear Ms. ******** We received the customer's Complaint. The issue in question was resolved when the requested check was sent on April 22, 2015, and received the day after the complaint was filed, on April 25, 2015. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Special Handling Initial Consumer Rebuttal /* (2000, 7, 2015/04/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Check was finally received AFTER 2 MONTHS OF WAITING. mMatter is now resolevd.

4/20/2015 Problems with Product/Service
4/15/2015 Problems with Product/Service
4/13/2015 Billing/Collection Issues
4/13/2015 Delivery Issues
4/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a new, working garbage disposal as demonstrated by my home inspection and it has stopped working. My home warranty company is refusing to honor the agreement claiming that they have no proof that it ever worked. My policy includes coverage for unknown issues and they are simply refusing to honor the contract. I can also provide a copy of my home inspection. Thank you.

Desired Settlement: 1.) I would prefer for them to honor the agreement and pay for the replacement of my garbage disposal or 2.) to refund the full amount of my annual policy.

4/8/2015 Problems with Product/Service
4/3/2015 Delivery Issues
4/3/2015 Billing/Collection Issues
4/3/2015 Problems with Product/Service
3/31/2015 Problems with Product/Service
3/25/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My water heater busted on 3/17/2015. Called and filed Claim #: XXXXXXX and was referred to Vendor: ***** ***** ******** Phone Number: XXX-XXX-XXXX. Vendor came to house following morning and confirmed that water heater has ruptured and was leaking into drain pan and out drain plumbing. I Paid $75 initial service fee directly to vendor per HWA service agreement. Vendor relayed back to HWA that water heater needed to be replaced as well as drain pan, related plumbing fixtures, all fixtures to water heater, and also required water treatment and additional services totaling $375. The warranty specifies full coverage of heater itself. I expected to pay for replacement water heater fixtures, but not to replace the drain pan, the drain pan plumbing, and to have my city water treated. The option to have water heater replaced withouit these extra services was not offered. Was told that if I did not purchase all suggested additional services that HWA would not pay for any portion of the claim. I asked about getting a second opinion, and was told that they only worked with their vendor, all other vendor input would not be recognized. I asked if they had a different preferred vendor and they said that was not available to me.

Desired Settlement: I would like a full refund of the warranty price as the provided me with no service. I would also like a refund of their required $75 service fee as it provided me with no services.

3/24/2015 Billing/Collection Issues
3/20/2015 Billing/Collection Issues
3/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently called the company for a service call (3/5/15) only to find out that my account was suspended due to non payment of a trade call fee from 2/6/13. I have since called the company over seven times spending an average of 45 min requesting a)proof that includes my signature that vendor was here since I have no recollection of that service call & I will pay the $60 or b)have them right this off if they cannot send me proof and lastly c) why was this not addressed sooner? I have done business with them since 2013 & my contract renewed x2. The frustrating part is that I left a voicemail on 3/6/15 for ********, who is a supervisor & no call back to date 3/13/15. The account remains suspended after talking to ******** ******* ****, **** ****** ***** ************ other. Please help me resolve this. I have even sent emails which were not responded to. I gave them until 12:00pm 3/13/15 to resolve this. It is now 12:30pm.

Desired Settlement: DesiredSettlementID: Other (requires explanation) As stated in my complaint they should either waive the trade call fee and have my account reactivated since I have a few months before my contract expires or submit to me proof of service. I found an emai dated 12/31/14 saying this claim was closed which I can forward to BBB.

Business Response: Initial Business Response /* (1000, 5, 2015/03/16) */ March 16, 2015 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********* ******* MD-XXXXX Dear Ms. ******* We received the customer's complaint. To advise, we received the proof of the customer's fee payment and are addressing the issue on our system, as of March 13, 2015 at 12:38 PM. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Special Handling Initial Consumer Rebuttal /* (3000, 7, 2015/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I just called the HWA today 3/18/15 at 1:15pm est and spoke to *****. The account is still suspended and I cannot place a service call. Will the account be reinstated or not. Final Business Response /* (4000, 9, 2015/03/18) */ March 18, 2015 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********* ******* MD-XXXXX Dear Ms. ******* As stated, we are addressing the issue on our system. If the customer is looking to file a claim, that can easily be addressed. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Special Handling

3/17/2015 Problems with Product/Service
3/17/2015 Problems with Product/Service
3/16/2015 Problems with Product/Service
3/16/2015 Delivery Issues
3/16/2015 Billing/Collection Issues
3/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased our home in September of 2013. The purchase of our home included a home warranty through HWA. We filed an initial claim on January 27, 2015. We recognized that our central heat was not maintaining a consistent temperature. HWA sent out a contractor to assess the issue. We paid the $60 service fee. The contractor did not however perform any service or diagnosis. The contractor said that due to the age of the unit, and our geographical location, the outside unit had flooded and the air handler was damaged as a result. We dispute this as the flood he is referencing happened in 2010. After this service, HWA requested multiple pieces of documentation. Initially they asked for the home inspection from the purchase of the home, which we provided on February 6. I received no confirmation from the the recipient, "******@hwahomewarranty.com" that it had been received, so I email a request for an update on Feb. 9. I did not receive a response so I called HWA, and they requested additional documentation showing that the unit had been repaired after the initial home inspection. They stated that they would not cover the unit if it had not been repaired at the point of sale of the home. On February 6 I sent receipts showing that we had the unit repaired 5/27/14, because we thought the unit had been repaired by the seller during the purchase of the home. They stated that the receipts from ******** *** showing repair were not conclusive enough, and asked for the initial repair bill from September of 2013. I provided them with an email chain between our Realtor and the seller's Realtor agreeing to, and concluding that the repairs had been made to the unit. I provided the email chain showing original repair on Feb 6. I received no response. I called HWA on Feb 12, and they claimed to have not received the email chain showing repair of the unit in September of 2013. So, I resent the receipts, email chain, and follow up documentation to "**********@hwahomewarranty.com". I have received no further contact from HWA as of 2/28/15. HWA has made every attempt to decline providing warranty service on this our central air unit by requesting an enormous amount of paper work, which I provided, not returning my emails or calls, and hiding behind the initial home inspection even though there is evidence that the unit was repaired at the time of purchase and by us, at no cost to them. I have not heard from HWA since 2/12/15, after providing with them everything they have requested.

Desired Settlement: We are seeking that HWA fulfill the warranty contract and repair or replace our central air unit, including the air handler and the outside unit.

Business Response: Initial Business Response /* (1000, 5, 2015/03/10) */ March 10, 2015 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL XXXXX Re: ********* *****: TN-XXXXXX Dear Ms. ******* To address the customer's complaint, we provided him a breakdown of the events around his inspection, Warranty Contract origination and filed claims to explain the issue. The information is as follows: On August 5, 2013, a home inspection was done on the customer's property. Of the 10+ repairs on the inspection report, the Heat and Air Conditioning statements are: "Our company did not inspect the heat mode of heat pump due to outside temperature is above 65 degrees and damage could result." "Ambient air test was performed by using thermometers on air handler of air conditioner to determine if the difference in temperatures of the supply and return air are between 14 degrees and 22 degrees which indicates unit is cooling as intended. The supply air temperature on your system read 68 degrees, and the return air temperature was 78 degrees. This indicates that the unit is not cooling properly and a licensed Heat/Air contractor should inspect for cause or problem." Thus, as of that date, the Heating was not tested and the Air Conditioner was not in proper working order, making the entire heat pump not in proper working order. The inspector advised that a Heating/Air contractor should inspect. On August 11, 2013, the customer was provided an e-mail from their agent, ***** ******* that advised, per the seller's agent, "Yes they r doing repairs and termite treatment" On September 5, 2013, the customer closed on the property, and purchased a warranty. On May 31, 2014, you open the following Air Conditioning claim online: "Covered Item Problem: Other When did you first notice the problem?: Two days ago Problem Description: The unit stopped functioning on May 26th. We had Donelson Air repair the unit on May 27th. The cost of the repair was $712. We were told that the repair was temporary, and the unit would need to be replaced. Items repaired were: Connection minor repair Capacitor dual run 35+5 Fuse low voltage balance by super heat/sub-cooling r22 refrigerant R-22 additional per lbs. Service notes "No cool due to low voltage short at outdoor unit. Repaired wiring and found refrigerant pressures low due to leaking evaporator coil. Added refrigerant." Per the warranty Contract, Section III.CD: "HWA has the sole and absolute right to select the Authorized Repair Technician to perform the Service; and HWA will not reimburse for Services performed without its prior approval." So we would not have reimbursed the customer for his temporary repair and, there is a known leak in the evaporator coil that needs to be replaced. On January 15, 2015, you open the following Heating claim online: "Covered Item Problem: Heat Pump - Same system used for heating and cooling When did you first notice the problem?: About a week ago Q & A: Q: Has The Heating System Ever Worked Properly For You A: Yes Q: Please Tell Us The Nature Of The Problem You Are Experiencing A: Not Getting Enough Heat Q: Have you had maintenance performed on the system A: Yes Q: How many heating units do you have A: One Q: Please tell us which part of the home is not heating A: Entire house Q: Please tell us how long the unit has been running properly for this season. A: More than 2 Months Problem Description: I have noticed that the unit is blowing cold air for an extended period of time when the heat comes back on. I noticed that the unit outside has a fog/smoke/steam the comes from it for an extended period of time before the fan kicks on. The unit received maintenance for the air conditioning last summer. The technician recommended replacing the unit, as he said it was leaking coolant. We could not afford to replace so we paid to have the coolant repacked, $750. We did not realize the HWA warranty would have covered the service. I contacted HWA to inform that service was rendered." The technician we sent provided information at that time about a flood in 2010 and a requirement of unit replacement. We also have a known failure of the unit in August 2013 at the inspection that advised that the system should be inspected. Additionally, the customer's technician in May advised the unit needed to be replaced. The only proof of repair between the inspection and the customer's temporary repair that was done outside the warranty is an eight word e-mail from the seller's agent that claims the seller is doing repairs. There are no specifics as to what they are repairing, nor is there a receipt or invoice showing that a repair was done. Thus, we have no support that the seller ever repaired (as they did not replace) the HVAC system. Assuming that they did a repair, it is very possible that they "repacked the freon", as the customer did in May 2014 and did not address the root cause of the problem (the leak in the evaporator coil) which is still there. This would make the unit not in proper working order as of the contract effective date, which is why we are looking for proof that the unit was repaired and determination of what the repair was, prior to September 5, 2013. If there is proof of the repair, we can review it, to see if we can move forward with a repair/replacement. If there is no proof of repair from Late August/Early September 2013, the warranty would not address the failure with the unit, which was not in proper working order. The only offers I could make would be a refund of this year's contract, in the amount of $212.50, upon receipt of a written request to cancel, and the closing of the BBB complaint. Or, as a courtesy to the customer, we would allow him to purchase equipment through us at our rates. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Claims Handling Initial Consumer Rebuttal /* (3000, 7, 2015/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) HWA's warranty requires retro active proof and documentation in order for service to be fulfilled. Even though HWA has accepted payment for said warranty, there will not be coverage unless you provide your initial home inspection as well as repair receipts from the seller of the home in order for the warranty to cover anything in the home. The item in question must be in 100% working order with no single part in question, as this voids the warranty. This information is not disclosed upon purchase of the warranty except in the legal fine print provided post purchase in the form of a contract. When you attempt to request service, you will pay a $60 fee for an HWA appointed technician to come to your home. In my case, the technician did not diagnose anything, instead jumping straight to the "you need a new one" pitch. When I requested the diagnosis that was sent from the technician to HWA, I was told that they wouldn't provide that, and that it wasn't needed. I'm not sure why I would pay $60 for service if it does not play a part in the decision of the warranty company. Remember too, HWA appoints the technician. I have no recourse against HWA's contract. They offered to refund my warranty from the renewal point, or assist me in buying parts at a reduced rate. Of course they want out of the contract, they made their money on the initial warranty purchase and would be happy to just get out of our contract now that I have become a pain to them. I still would have no answer to this point had I not contacted the BBB about my service. HWA strung me along for more than a month, with no communication unless I called them to follow up. They would have been happy for me to just go away. I tried to explain to HWA that this was a customer service issue, and that in the court of public opinion they would not receive support for the way they do business. Their representative expressed to me that the court of public opinion recognizes contracts. I hope he is right, and that anyone considering buying an HWA home warranty recognizes the contract for what it is - written to protect HWA from providing any service the company deems too costly for them to provide. The contract is what I would call a "casino contract", where the odds are always in favor of the casino, in this case HWA. Do not buy a warranty from these folks. Aside from our contractual disagreement they are rude, unresponsive, and when push comes to shove they are not on your side. ****** ***** Nashville, TN

3/10/2015 Problems with Product/Service
3/6/2015 Problems with Product/Service
2/24/2015 Problems with Product/Service
2/23/2015 Problems with Product/Service
2/16/2015 Problems with Product/Service
2/16/2015 Problems with Product/Service
2/9/2015 Advertising/Sales Issues
2/6/2015 Billing/Collection Issues
2/6/2015 Problems with Product/Service
2/4/2015 Problems with Product/Service
2/4/2015 Problems with Product/Service
2/3/2015 Problems with Product/Service
2/3/2015 Problems with Product/Service
2/2/2015 Delivery Issues
1/26/2015 Problems with Product/Service
1/23/2015 Problems with Product/Service
1/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Policy # WI-XXXXXXX Claim # XXXXXX On June 20th 2014, we purchased a home warranty policy for $535.00. Policy WI-XXXXXXX. We had the home inspected prior to the purchase by a *********** **** inspections. During the inspection the furnace was tested and shown to be in a working condition for heating and A/C operation. On September 16th we contacted HWA because our furnace failed to stay running when we needed heat. They sent out there technician (********************) which deemed the furnaces heat exchanger failed. He put in the claim to HWA saying the furnace needed to be replaced. HWA requested our home inspection report which was given, but denied our claim for replacement on the basis that there was a previous condition that caused the failure. I contacted **** **** of *********** *********** and he sent a separate letter documenting that the furnace was in working order when it was tested on May 21 2014. HWA still denied the claim. During this time we were without heat and I was forced to pay for a new furnace out of pocket. The new furnace was installed on October 19th 2014 at a cost of $2750. Work was done by *** ******** ******* who is a warranty dealer with HWA. Our Realtor was involved also and had another HWA representative involved. At this time HWA contacted the furnace installer for their professional opinion. *** did say that the failure of the furnace was not due to a preexisting condition and that failure was an unfortunate circumstance. There as yet to be a resolution and no further contact has been made by HWA. This is not what I paid for when I bought the warranty policy. HWA has been nothing but headaches and a financial burden so far. Thank you, **** and **** ******

Desired Settlement: I am seeking full monetary reimbursement for our furnace that we paid for out of pocket. Total expenses of $2750.00

1/9/2015 Problems with Product/Service
1/9/2015 Delivery Issues
1/9/2015 Problems with Product/Service
1/5/2015 Problems with Product/Service
12/29/2014 Problems with Product/Service
12/29/2014 Billing/Collection Issues
12/24/2014 Billing/Collection Issues
12/24/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 6/25/2014 filed claim #XXXXXX to replace AC unit with new *** heating pump unit. Vendor completed installation on 7/2/2014 with unit without heat pump. Winter comes and we have no heat. Professional comes out and states our unit has no heat pump. 12/9/2014 2:50p called HWA and speaks to ****** who states we no longer have warranty and states they can do nothing to help us but does verify original order states we were supposed to receive *** heating pump unit. 12/9/2014 Receive call back from vendor *** ********** XXX-XXX-XXXX who is irate with my husband, states she is taking her grandson to hospital and doesn't have time to talk to him. He asked her to call him back, she refuses states it is a problem with insurance company (HWA) and they are not responsible. 12/9/2014 3:30 pm Leave message on supervisor's voice mail "***** A." with no response back. 12/9/2014 5:39-5:56 pm Speak with **** ***** who states the order was for *** heating pump. I advised him that we received a ***** AC model # PA13NRXXXXXGAJAA which is a unit without a heating pump. Had to explain that our home is all electric with no gas back up. He said he would talk to his supervisor and verify model numbers of what was ordered and what was received. 12/9/2014 7:49 pm Received call back from **** ***** that they verified we received wrong unit and his words exactly "it will be replaced at no costs to you". With this reassurance he also stated a new vendor will be contacting us tomorrow to set an appointment up for diagnosis then schedule installation. 12/10/2014 Received no call from vendor so called HWA to ask regarding vendor. **** ***** called back stated order was lost and had to put in new order for vendor. He gave me name and number of vendor to either call myself or await their call. 12/11/2014 8:16am & 8:32am received call from ****** ******* and ******* XXX-XXX-XXXX to schedule diagnosis on 12/12/2014 from 2p-5p. 12/12/2014 ****** ******* & ******* checks furnace and verifies AC unit does not have heating pump. States he will forward to HWA and await approval for new unit. He suggest we could upgrade new furnace & thermostat to match new heat pump unit since we were already getting work done, but not necessary. 12/12/2014 Received a call from HWA ******* ******** requesting the receipts received from *** ********** along with pictures from AC unit currently installed. At 5:00 pm forwarded scanned documents and pictures via email which she responded that she received and uploaded to contact. 12/15/2014 2:56 pm Received call from ****** **** in HWA Authorizations stating that the total costs would be $1500 including new furnace, thermostat and new freon. I asked her how much just for freon and she stated under $400. I advised her I was told that it would come to no cost to myself. Three of my 5 children are sick, it is the holidays, we are 3 weeks into winter and this was a problem since summer. I advised her we did not have the funds. She stated she already spoke to her supervisor regarding the costs and that they could not waive it. I also explained that the old vendor was previously paid $487.50 for installing and freon transfer. If they did it correctly the first time I would not have to pay a second time. If HWA took proper measures to ensure the work was done correctly with their vendors that they contract with they would not these types of issues. She stated that she will talk with her supervisor and return my call. As of today, 12/15/2014 3:55 pm I have not heard back from her. We have had to spend extra money for firewood, extra heaters and blankets. We are asking for the installation to be done at absolutely no cost to us and to be reimbursed back the amount given to the first vendor *** Mechanical. The amount above includes that and the cost of the freon. Please follow up and contact me immediately regarding this as we have gone far too long with no heat in the middle of winter. I have five children and 4 are under 18 years of age.

Desired Settlement: We are asking for the replacement done at no charge to us including the installation and freon costs and any additional costs for the correct unit we were supposed to have received back on 7/2/2014. We are asking for refund of amount paid to first vendor, costs of wood, and costs of heaters.

Business Response: Initial Business Response /* (1000, 5, 2014/12/24) */ December 24, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********* ******************: OH-XXXXXX Dear Ms. ******* We received the customer's complaint. The issue was resolved with the customer directly, on December 16, 2014. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Special Handling

12/22/2014 Problems with Product/Service
12/22/2014 Problems with Product/Service
12/15/2014 Billing/Collection Issues
12/8/2014 Problems with Product/Service
12/5/2014 Problems with Product/Service
12/5/2014 Problems with Product/Service
12/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Claim# XXXXXXX We have had issues with our fridge since August 15th of 2014. We have had 3 visits from two different techs to analyze the problem. Every 30 days or so, the defrost drain freezes over, causing the fan that moves cold air to the refrigerator compartment to stop working and the fridge to warm up. The first tech that came to our house witnessed this. The second tech replaced a part thinking that might help, but he was not sure if it would solve the problem. Unfortunately it did not, and the fridge iced over for the third time. The second tech returned and said he was not sure of the source of the problem and that he was not sure how to fix it any further. My husband took pictures of the frozen drain and fan before the third service call, so we do have evidence that things were not working and the problem remains unsolved. I connected to ****, a supervisor with HWA, about my inquiry. When I explained the entire situation to ****, all he did was ask me was if my fridge was currently, at this exact moment, cool. I explained to him that we had defrosted it, so yes it is cool, however, that this is temporary and it will be frozen again in 30 or so days. He said that if the fridge is cool right now then it is working and we cannot do anything except send a third tech out for a fourth visit and a third opinion if we want. I asked ****, hypothetically, what happens if the third tech comes and cannot determine the source of the problem. ****'s response was that cannot guarantee anything and he will not say anything. He said all he can do for us is send a tech out and, if the fridge is not frozen at the moment, then there is no problem. He said I can wait to call until our fridge freezes again. I explained to **** that the techs don't come the same day and we will lose hundreds of dollars in groceries for a fourth time. **** was not interested in understanding the gravity of the situation and wasn't even trying to offer suggestions. He was condescending and refusing to stand behind your policy or what he was suggesting. When I told him that that there are notes by the tech and that we have photos, he didn't seem interested. When I asked to get a copy of the notes the techs had submitted, he snapped at me and asked me to call the technician for the notes. He wanted to offer a quick solution and move on instead of trying to help us out. I asked to speak to his boss, and he said he doesn't take calls. He threatened to hang up on me a few times and then, in the end, did hang up on me. Our policy has been paid in full and we paid $200 on top of that for the visits. HWA states if they can't fix it they will replace it, they need to abide and replace our fridge and discipline **** the supervisor who needs to apologize to me.

Desired Settlement: Since they have failed to fix the problem with our fridge, they need to help replace it. They need to retrain their supervisors and have Paul apologize for his delinquency of handling this situation. If none of this is done, then we want our money for the policy $400 + $200 ded refunded making a total of $600.

12/3/2014 Billing/Collection Issues
12/2/2014 Billing/Collection Issues
12/2/2014 Problems with Product/Service
12/1/2014 Billing/Collection Issues
12/1/2014 Problems with Product/Service
11/24/2014 Problems with Product/Service
11/24/2014 Problems with Product/Service
11/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a home on June 30th, 2014 and as part of the purchase agreement, the seller bought a home warranty with HWA. When the home inspection was done, the inpsector noticed some cracks in the heating system and recommended that I have a licensed HVAC contractor inpsect the units to make sure they were in working order. He verbally told me that the cracks could just be normal wear and tear for the age of the units. I paid for the second inspection, which said that the units were working properly at the time of the purchase. So four months later, when we turned on the heat for the first time, it did not work. I called HWA and paid a $100 service call for their contractor to come take a look. The contractor stated that the control board and ignitor both needed to be replaced. A few days later, they called and said the control board for my unit was no longer made and buying a new one would be more expensive than replacing the unit. At this point, HWA requested my inspection report. I sent both over, the original inspection and the second inspection from a liscensed HVAC contractor, stating that the unit was working at the time of purchase. HWA promptly denied my claim, stating that the cracks the home inspector noted proved there was a problem with the system prior to purchasing the warranty. Again, the inspector said they could be just wear and tear and a licensed contractor should make the call. The licensed contractor's report said the unit was working fine. Furthermore, the cracks had nothing to do with the two problems found: the ignitor and the control board. The warranty specifically states that it will replace an appliance or system that stops working due to normal wear and tear, which is exactly what happened here. Yet, they immediately denied my claim.

Desired Settlement: I would like the unit restored to working condition or replaced per the terms of the contract.

11/18/2014 Problems with Product/Service
11/18/2014 Problems with Product/Service
11/12/2014 Advertising/Sales Issues
11/11/2014 Delivery Issues
11/10/2014 Problems with Product/Service
11/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased home in Jan 2014 and moved in in June. Turned on AC in June and it didn't work. The heat did work in the winter months of the beginning of the yearso the whole system was operational. Called HWA and they refused to cover ANY of the repairs for the system. We were left w/o an option but to cover the expenses ourselves (model details below). Made several calls to HWA and even sent several emails (never got a response from ******* ****** whom I emailed). The reason they are unwilling to pay is because they say the condition is pre-existing. Our claim with HWA is #XXXXXX and they have a log of our complaint alls and the email we sent. System 1 Furnace (Model# **************** (Serial# XXXXXLM07G) Functional Parts - 06/22/2024 (Term Length 10 years) Heat Exchanger - 06/21/2113 (Term Length 99 years) AC (Model# **************** (Serial# XXXXXAD43F) Functional Parts - 06/22/2024 (Term Length 10 years) Outdoor Coil - 06/22/2024 (Term Length 10 years) Compressor - 06/22/2024 (Term Length 10 years) Coil (Model# **************** (Serial# XXXXXE595G) Indoor Coil - 06/22/2024 (Term Length 10 years)

Desired Settlement: We want to be reimbursed for the costs incurred to replace the aforementioned equipment.

Business Response: Initial Business Response /* (1000, 5, 2014/10/28) */ October 28, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL XXXXX Re: ********* *******: IL-XXXXXX Dear Ms. ******* We received the customer's complaint and would like to respond accordingly. The customer entered into a contract with us on January 23, 2014. On March 5, 2014, the following claim was filed online (XXXXXX), by the customer: "Covered Item Problem: Gas Furnace - usually located in a basement, attic, or closet When did you first notice the problem?: Today Have you moved into the home?: Yes When did you move into the home?: 02/01/2014 Q & A: Q: Has the Heating System Ever Worked Properly A: Yes Q: Please Tell Us The Nature Of The Problem You Are Experiencing A: Will Not Come On Q: Have you had maintenance performed on the system A: Yes Q: How many heating units do you have A: One Q: Please tell us which part of the home is not heating A: Entire house Q: Please tell us how long the unit has been running properly for this season. A: More than 2 Months Problem Description: Furnace it located in the basement. Igniter is not coming on." A technician was automatically sent, to diagnose the problem. On March 28, 2014, we were advised that a circuit board was replaced, which addressed the heater failure. On June 16, 2014, the following claim was filed online (XXXXXX), by the customer: "Covered Item Problem: Straight Air Conditioner - used in air conditioning season only When did you first notice the problem?: Yesterday Q & A: Q: Has the air conditioner ever worked properly for you A: No Q: Have you ever run the heat A: Yes Q: Please tell us how the heat worked for you A: Other Q: Please Tell Us The Nature Of The Problem You Are Experiencing A: Everything is on and running but we are getting very little cooling Q: Have you had maintenance performed on the system A: No Q: How many units do you have A: One Q: Please tell us which part of the home is not cooling A: Entire House Q: Please tell us how long the unit has been running properly for this season. A: Never Problem Description: Turned the AC on last night for the first time at 11 pm, and set the temperature to 73. The temperature in the house when the AC on was 77 degrees. We woke 4 hours later and the temperature had only coming down to 76 and the AC had been on constant since it was first turned on." A technician was automatically sent, to diagnose the problem. The technician reported that the compressor was grounded. By the customer's statement from the filing of the claim, the unit had never worked properly. Thus, the claim was declined, per section I.B and I.C of the Contract, which require that all systems and components "Are in place and in proper working order on the effective date of this home warranty contract. " and "Become inoperative due to normal wear and tear..." We have advised the customer and their legal representation, on three separate occasions, our explanation why the claim is not eligible for coverage under the Contract. Per the customer's complaint, they are stating their whole system was operational (Heat and Air), because the heat worked, though they advised us that their Air conditioning never worked properly under the contract on June 16, 2014. It would also appear that they replaced their entire HVAC system, though the claim of June 16, 2014 was filed solely on their Air Conditioning. We decline to provide any reimbursement for the customer's replacement HVAC system, as the Air Conditioning was not covered, and we have no information referencing a failure with the heat, after the March repair. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Claims Handling Initial Consumer Rebuttal /* (3000, 7, 2014/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company's response is not satisfactory. HWA has consistently tried to avoid responsibility under our home warranty. We purchased our home in January of 2014. As part of our contract for purchase, the seller provided us with a disclosure statement representing that the air conditioning unit was working. The first time we attempted to use the air conditioner, it failed to cool our home. We never reported to HWA that the air conditioner never worked properly under the contract. We merely stated that it did not cool when we first turned it on in June and that it was never properly running for the season, since the season had just started. HWA has no basis to claim that the air conditioning unit did not work when the warranty was purchased on January 23, 2014. Further, HWA sent out the HVAC repairman. The work we had performed, for which we seek reimbursement, was the work recommended by their repairman. Our heating and cooling system is covered by the warranty. If HWA's repairman recommends repairs to a covered unit, then it should/must be HWA's responsibility to pay for it. Thank you, **** and ******** ******* Final Business Response /* (4000, 9, 2014/11/05) */ November 5, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********* *******: IL-XXXXXX Dear Ms. ******* We received the customer's rebuttal and would like to respond accordingly. On June 16, 2014, the following claim was filed online (XXXXXX), by the customer: "Covered Item Problem: Straight Air Conditioner - used in air conditioning season only When did you first notice the problem?: Yesterday Q & A: Q: Has the air conditioner ever worked properly for you A: No Q: Have you ever run the heat A: Yes Q: Please tell us how the heat worked for you A: Other Q: Please Tell Us The Nature Of The Problem You Are Experiencing A: Everything is on and running but we are getting very little cooling Q: Have you had maintenance performed on the system A: No Q: How many units do you have A: One Q: Please tell us which part of the home is not cooling A: Entire House Q: Please tell us how long the unit has been running properly for this season. A: Never Problem Description: Turned the AC on last night for the first time at 11 pm, and set the temperature to 73. The temperature in the house when the AC on was 77 degrees. We woke 4 hours later and the temperature had only coming down to 76 and the AC had been on constant since it was first turned on." This quoted information was provided to us by the customer(s) on June 16, 2014, where they clearly state that the Air conditioner has never worked properly and has never run properly for the season. In their rebuttal they state, "The first time we attempted to use the air conditioner, it failed to cool our home." Hence, the unit was not in proper working order, as it never worked properly under the contract. Our basis for not covering the claim, and paying for the full replacement HVAC system is the customers quoted statement from the claim they filed online, that states the air conditioner never worked properly for them, and it never ran properly for the season. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Claims Handling

11/5/2014 Delivery Issues
11/3/2014 Problems with Product/Service
10/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In June of 14 the microwave broke. We contacted HWA. They sent a technician to repair the microwave. The technician broke the trim on the microwave and damaged the door. The microwave now comes on at random times for no reason. We contacted HWA in writing, the scheduled another technician to come out. (Same Company) He again broke a piece when he was working on the microwave. (I still have the piece) HWA denied the claim saying it was neglect and they have no record that we told them the initial repair was not done correctly and that the initial repair caused further damage. I provided them with the original emails showing where they were notified. They now do not return my calls.

Desired Settlement: I want them to stand behind what they said they would do when i bought the warranty, either replace or repair the microwave. This has been going on now for four months.

Business Response: Initial Business Response /* (1000, 5, 2014/10/23) */ October 23, 2014 ****** ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********* ******: **-XXXXXX Dear Ms. ******* We received the customer's complaint about his two claims and would like to respond accordingly. Mr. ****** filed a microwave claim on 6/14/2014, HWA assigned ***************** to the job. HWA received a call from **** ** ********* on 7/2/2014, they advised the failure with the microwave was the control panel and the key pad. HWA approved for both parts to be replaced. On 8/16/2014 Mr. ****** called back and advised the microwave is not working again. HWA sent out **** ** ********* back out to the home on 10/10/2014 they reported the top of the trim piece is broken off, door was bent, and door switches are broken. Cause of the failure is not normal wear and tear tech felt the microwave was being used too rough. Section VII/7; HWA denied the claim due to failure caused by misuse or abuse. Mr. ****** disagreed with that diagnosis and stated the vendor caused the damage to the microwave. ***** *********** with HWA contacted Mr. ****** today 10/23/2014 and asked him to send over all the emails Mr. ****** has sent to HWA so she can try to resolve this issue. We received all the emails that are needed to make a proper decision and will be working with Mr. ****** on a resolution from here. If you should have any questions or concerns, I can be reached at ext. XXXXXXXXXX. Sincerely, **** ****** Claims Special Handling

10/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: HWA refused to cover a claim made after renewal because there was a lapse in coverage of approximately 1 month. Because of that refusal to cover things clearly listed in the coverage I opted to cancel the home warranty. HWA has a third party company to process refunds. After several failed attempts to contact someone I received word there was a $30 charge because i had a claim against the warranty. The claim never happened because it was denied on the phone. I was told the refund would be credited minus the $30 on October 14th 2014 and it has yet to be done. I also called HWA to have the never processed claim removed to receive a full refund and was told a cancellation costs $30. Not the same story i received from the refund processors. The staff has been very rude and have changed their story every time i call to get information. I would like a full refund since the company did not make the repairs covered by the home warranty i renewed.

Desired Settlement: a full refund of $595.00

Business Response: Initial Business Response /* (1000, 5, 2014/10/24) */ October 24, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 ************ ********: AZ-XXXXXX Dear Mrs. ******* We received the customer's complaint and would like to respond accordingly. The customer had a contract with us that expired on July 10, 2014. He re-entered into contract with HWA on August 30, 2014, therefore there was a lapse in coverage from July 10, 2014 through August 30, 2014. On August 30, 2014 the customer re-instated his contract with Home Warranty of America. The previous contract had expired on July 10, 2014. On the same day that he re-instated his contract the homeowner filed a claim for his pool pump. He states he noticed that it was not working on the same day he renewed, August 30, 2014. As quoted in section I, 7 "Covered Systems and Components" means systems and components as specifically described herein as "Included" and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown. Being that the homeowner renewed his policy on August 30, 2014, and filed a pool claim on the same day, the item was not in proper working order, and therefore, the claim was not filed. The customer has requested a full refund of his policy in the amount of $595.00. As a courtesy to the customer, on October 23, 2014 we have reimbursed the requested $595. If you should have any questions or concerns, I can be reached at XXX-XXX-XXXX. Sincerely, **** ****** Claims Special Handling

10/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: my realtor purchased my home warranty for me through home warranty of america.it was effective on 9/15/14 & i closed escrow on 9/16/14.the sellers did not move out until the morning of 9/20/14 & i moved in that afternoon & found the refrigerator was not cooling properly.i had a home inspection done in august & only minor repairs were found & resolved.i watched as the inspector opened the refer & all looked in order.i contacted HWA after moving in & they had a repairman come out.he found the main board had gone out & the refer was not defrosting & a large ice mass had formed which was not visable by just opening the refer door.HWA declined coverage saying it wasn't inspected properly.the inspector says they don't inspect non-attached appliances.i paid an addl premium for the refer which to my knowledge was working fine until the day i moved in.

Desired Settlement: $250.00 charge i paid to have their repairman fix the refer.i also paid the $60 deductible to have their repairman to diagnose the problem

Business Response: Initial Business Response /* (1000, 5, 2014/10/13) */ October 13, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********* ********: NV-XXXXXXX Dear Ms. ******* We received the customer's complaint and would like to respond accordingly. The customer entered into a contract with us on September 15, 2014. On September 21, 2014, a friend of the customer's called in to file a refrigerator claim, stating that upon move in on September 20, 2014, they found the refrigerator not working. We sent out a technician to diagnose the failure, who found the 9 year old refrigerator with a bad main board, and a buildup of ice in the evaporator, in the freezer. Per our Warranty Contract, section I.B.7, ""Covered Systems and Components" means systems and components as specifically described herein as "Included" and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown. Components shall be considered in proper working order if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date. Attached garages, detached garages, exterior pools, spas, well pumps, septic tank pumps and air conditioners are included in this definition." As the refrigerator was not functioning properly on the date of move in, and had never worked properly for the customer, it would not be eligible under the contract. We requested the customer's home inspection, to determine if the breakdown was unknown or would have been detectable by a visual inspection or mechanical test. Per the inspection, the refrigerator was not inspected. As an inspection would have revealed the problem with the unit, the warranty would not address the repair. Per the customers complaint she is requesting reimbursement for the repair, and a refund of the trade call fee. As stated above, we would not cover the repair of the customer's refrigerator, so we would not reimburse the cost of the repair. Per the Contract, section III.E, "You will pay the Trade Call Fee or the actual cost of the Services covered under this Contract, whichever is less. The Trade Call Fee is for each visit by an Authorized Repair Technician, except as noted below, and is payable to the Authorized Repair Technician at the time of each visit. The Trade Call Fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is deemed Excluded, or denied." So, the trade fee is not refundable. We do offer the customer a full refund of their contract cost, in the amount of $395, upon receipt of their written request to cancel. We called them to make this offer, and are waiting for their response. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Claims Handling

10/23/2014 Problems with Product/Service
10/21/2014 Problems with Product/Service
10/21/2014 Problems with Product/Service
10/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a claim with HWA about my AC unit not working. They sent out a contractor, *** ******* Inc., and the contractor damaged drainage pipes and a drip pan under the AC unit, which caused the condensation to not drain correctly, which resulted in the water leaking out of the pan and onto the drywall of my ceiling, causing damage. I contacted HWA about the damage and they refused to send out another contractor to repair my HVAC and drywall. They also refused to provided me with *** ******* Inc's. insurance information so I can file a claim with them directly. I contacted HWA numerous times via phone requesting this information and was told that HWA refuses to accept responsibility for the damage and that they cannot give out the contractor's information. I did not hire this contractor. HWA dispatched him to do the repairs. I feel since the contractor they sent out caused the damage, that they should be held partially if not fully responsible. I had another contractor come out and survey the damage, and they will be providing me with a quote for repairs. The did say that they estimate the costs associated to be, "..in the thousands of dollars." I have also contacted the ** State Contractors Licensing Board and filed a complaint against the contractor. The contractor also has a complaint on file the your agency, The BBB. It shows that they failed to respond to a previous complaint. I have also filed a claim with my home owners insurance, **** and they are coming out tomorrow to provide a quote for the damage to my attic structural members and drywall/paint. I am fully prepared to take the contractor and HWA to small claims court to recover reimbursement for the property damages. I was charged $60 by HWA for the contractors last visit, and I want that refunded as well.

Desired Settlement: I want HWA to cover all associated costs with the repairs to my home. I want HWA to refund the $60 charge for the contractor's visit. I want HWA to remove the contractor from HWA to protect future customers.

Business Response: Initial Business Response /* (1000, 5, 2014/10/06) */ October 6, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********* *****: CA-XXXXXX Dear Ms. ******* We received the customer's complaint and would like to respond accordingly. We are providing our response in date order: On July 16, the customer advised that her air conditioning units were not working properly as of the previous day. We immediately assigned a technician to diagnose the failure. On July 17, the technician called and advised that the Thermal Expansion Valve had failed on the Air Conditioning unit, contaminating the refrigerant. The unit was also in need of maintenance, which per Contract sections VII.D and VII.L, is not covered under the warranty. We approved the technician to perform the repair. On July 18, we advised the customer that the repair was covered, but that unit maintenance is not. At which point, the unit ran for over a month with no reported failure. On August 28, the customer called to advise her downstairs unit stopped working. The claim was reopened as a recall, with trade service fee pending, based on the technician's diagnosis. On August 29, the vendor went to the customer's house, and found the unit working. There was no failure with the downstairs unit. The technician again recommended that both units be maintained. A trade fee was collected for the call, as there was no failure with the prior repair. On September 24, the customer called back, stating yellow fluid had leaked from his upstairs Air Conditioning Unit, overflowed his drain pan and stained the drywall brown on the ceiling below. We assigned the claim to a different vendor, they reported that they were booked up, and we reassigned the claim to the first technician. They called us back, to advise that the customer told them not to come out, and the customer was going to have his own technician perform maintenance. Later that afternoon, the customer called back stating that his technician said that the previous vendor stepped on the pan, broke the condensate line and damaged the coil. He stated that no one had been in the attic for two months. The representative that spoke to him advised that a unit that had been damaged as described would have had water damage before two months had passed. He also advised that the vendor has their own liability insurance and that we do not insure them. The customer called back later to review the issue. On September 25, the technician called back, stating that they saw issues with the unit since their first trip to the property, which was why they had advised having the unit maintained every time they went to the home. He also advised that the customer did not want to pay to have the unit maintained, stated threats had been made in reference to negative publicity and did not want to return to the home. He did not provide the customer his liability insurance information. On September 26, we provided the customer the Vendor's insurance information that they requested. Upon receiving his complaint we have reviewed the situation, and requested documentation from the customer to substantiate his allegations, as we have no documentation addressing specific damage to his Air conditioning system, or explaining a cause or cost of repair. Per our Contract, we do provide coverage for the Air conditioning system, but per section I.B, the contract requires that all systems and components "Become inoperative due to normal wear and tear..." Additionally, per section VII.F, "HWATM is not liable for consequential or secondary damages." So, if a technician damages a customer's property, whether we sent them to the property or not, we are not responsible for the damage caused, as that damage would not be normal wear and not covered under the warranty. The technician's liability insurance should address damage that they caused. Nor would we be responsible for any damage that the unit caused to the rest of the home, as secondary damage is excluded from the contract. If you should have any questions or concerns, I can be reached at ext. XXXXXXXXXX. Sincerely, **** ****** Escalated Special Handling

10/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Seller of the house purchased the warranty. That gave us peace of mind. When we had a HVAC firm to do some routine service on furnace, they found a safety issue and said heat exchanger needs to be replaced or new furnace is needed. Called HWA and they assigned a company. They never called so I called and left a few messages - no answer. HWA was kind enough to assign a new company. Repairman found same issue with furnace and "red tagged"it, which means, can't turn the heat on. Repair man prepared me that HWA may not approve the claim and don't blame him as he is just a repairman. He said that he spends more time on the phone with HWA for claims than on actual repairs. HWA asked for inspection report - i told them i will send them few pages about Heating Equipment but **** the supervisor told me that he will not even look at it if its not the whole report. I ended up scanning 47 pages. The original call on the field was "denied". I never got a call back so I called every day for whole week with people giving me same answer, "management is reviewing it". The lady today told me that it has been denied as its pre-existing and something the repairman said made them deny the claim and mentioned some unrelated item from the inspection report. I asked ****** to send me the denial in the mail - she said she can't because she is just reading her notes. I was shocked to hear that they are denying the claim over the phone and are not willing to put it in writing with the reason for denial. She said they NEVER have done it in writing - i told her that can't be right but she claimed thats how they do ti and that she is reading the notes. I asked her how do I know she is telling me the truth and not making up the denial. But she is just a phone person so I didn't want to keep badgering her so I said good bye. This is a very unprofessional company and their goal is to deny all claims. I would like to know problem resolution process as you can't get past the first line of phone person and they will not give any names other than say "management" decided it. I would not be surprised if there is a bonus system for the call center management. All i want is for them to do the right thing. I will be calling my Realtor to complain and ask them to not use this company in their contracts. Thank you

Desired Settlement: I am going to get the issue fixed so my family can sleep without the fair of being burned or die of carbon monoxide. It will be $576 as quoted by their own repair company (if they approve the claim, it will cost them $350, If i get it done through them, it will cost me $576 for same job). So I am seeking $576.00.

10/8/2014 Problems with Product/Service
10/6/2014 Problems with Product/Service
10/6/2014 Billing/Collection Issues
10/6/2014 Problems with Product/Service
10/3/2014 Problems with Product/Service
9/30/2014 Delivery Issues
9/29/2014 Problems with Product/Service
9/26/2014 Problems with Product/Service
9/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Contract started as of: Mar 24, 2015 I am confident I did in fact confirm complete coverage of all parts associated with water filtration including the salt cel which is clearly part of the filtration system. On Sept. 9th, my salt cel completely died. Upon returning from a business trip on the 11th, I recalled the home warranty and asked my wife to call on the 12th which she did. Early morning of the 12th, the agent involved indicated we were rejected as the cel is not covered. I immediately followed up with a call from my car. I was received informed same and it was suggested I needed salt cel coverage (which is nowhere to be found on the HWA website. I immediately requested a letter of rejection and a link to the exact area where this apparent option resided. No response. The interesting thing outside the sarcasm of the agent is that she would not proactively send me the content. She insisted I needed to mail her personal address within HWA to request the information first. This is clearly a stall tactic.

Desired Settlement: I either want the bill for the salt water cel ($702.01) and installation I just paid or a complete refund of my home warranty.

Business Response: Initial Business Response /* (1000, 6, 2014/09/23) */ September 23, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North ******* Suite **** Chicago, IL XXXXX Re: ********* *********: OK-XXXXXXX Dear Ms. ******* We received the customer's complaint and would like to respond accordingly. As the customer stated, on September 12, 2014, the customer called to file a claim on her Pool/Spa, to address her salt cell. The customer service representative advised that the salt cell is not a covered item (Per our contract, Section VI.B, the warranty includes "all above ground components and parts of the heating, pumping and filtration system," and excludes "built in or detachable cleaning equipment"). When the customer called back later, the representative they spoke with suggested that the coverage be added. Unfortunately, it is not an option that can be added to the customer's coverage. We apologize for the confusion. Per the customer's complaint, it is their belief that the salt cell is part of the filtration system of the pool. The purpose of a salt cell (also known as a chlorine generator, or a salt chlorinator) is, by chemical reaction, to add sanitizing agents to the water in a swimming pool in order to destroy bacteria, algae and viruses. In the pool's filtration system, water passes through a semi-solid medium, such as paper or sand, which removes solid particles from the water. The salt cell filters nothing from the water; instead it adds chemicals to the water to kill bacteria, algae and viruses, to keep the pool water clean. It is not part of the filtration system. It is part of the chemical cleaning system of the pool. Per the customer's request, we will not reimburse them for their non-covered salt cell. If they wish to cancel the coverage, they may do so at any time, per Contract section XII.C. Per Section XII.B, "If contract is canceled, the homeowner shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $30 administrative cost, and any actual service costs incurred by HWATM." If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Claims Handling Initial Consumer Rebuttal /* (3000, 8, 2014/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response that the support representative was "mistaken" only highlights intentional or otherwise gap HWA has in offering home warranties. The same error was offered when I signed up with them. (salt cel was included) I just can't prove it. To illustrate the difference between HWA and another warranty company, the attached form clearly illustrates pool salt cel as an option. HWA just chooses to be intentionally vague. (or deceitful) I hope the update I provided BBB from a local rep. is also taken into account when it a respectful business practices. (*** ********** Rude doesn't' even come close to covering the tone of voice. Final Consumer Response /* (4200, 12, 2014/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I encourage the BBB to review the responses from this company: 1. 09/23/2014 - "Unfortunately, it is not an option that can be added to the customer's coverage" 2. 09/25/2014 - "Recent updates to our Real Estate Contracts include optional coverage for the salt cell" Pool was "just" added. It didn't exist until this case was raised! HWA is merely covering their tracks. Please note they have not even responded to the shoddy response from one of their key local representatives in writing (which I attached earlier). This clearly illustrates this company has misleading policies and cannot be trusted. Final Business Response /* (4000, 14, 2014/09/26) */ September 26, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite 2006 Chicago, IL 60611 Re: ********* *********: OK-XXXXXXX Dear Ms. ******* We received the customer's rebuttal and would like to respond accordingly. The customer is incorrect. We have had the optional coverage of pool/spa on our contracts for a number of years. We have, in the last few months, added the optional coverage for salt cells on our Real Estate Contracts. Salt sell coverage is not available on the Direct to Consumer Contract. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Claims Handling

9/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: After having 8 service calls with misdiagnosis, they(HWA) refuse to pay the cost of repair and parts because, in my opinion, that it exceeded their cost estimate. Their refusal is based on a phony, fabricated claim that the refrigerator was broken prior to the warranty. (Have no idea where they got this.) Now they denied payment of the claim. Terrible company!!!! Spent hours on the phone with this Company. Terrible Service!!!

Desired Settlement: I seek a Refrigerator Repair, Cost of Repair or Replacement of the refrigerator.

Business Response: Initial Business Response /* (1000, 5, 2014/09/22) */ September 22, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: XXXXXXXX; *******: IL-XXXXXXX Dear Ms. ******* We received the customer's complaint and would like to respond accordingly. On July 1, 2014 Mr. ******* filed a fridge claim. Mr. ******* at that time advised HWA he moved in the home on June 28, 2014 and the fridge has not worked since he moved in the home. HWA sent out a few vendors that were not able to work on this fridge. After finding a vendor to diagnose the problem they found the compressor had failed and the compressor was still under manufactures warranty. Since ******* ********* was not able to order any manufactured warranted parts from ****** HWA recommended Mr. ******* to call ****** and have them send an authorized dealer to go out for the repair. We advised Mr. ******* at that time if the failure was eligible for coverage HWA would refund the labor but the manufacture would have to supply the part. On August 8, 2014 Mr. ******* contacted HWA and advised he had his own vendor out that found the problem but it was not a compressor issue. HWA at that time decided to send out a 3rd opinion. ***** went out to the home on August 21, 2014 to find the motor, control board, and support kit all needed to be replaced. HWA then requested a home inspection from Mr. *******. Per our contract section I/3 HWA doesn't cover for known defects. Since this fridge never did work for Mr. ******* HWA needed proof this fridge was unknown to the buyer, seller, and the realtor. Per Mr. ******* he did not get a home inspection done before the contract started. HWA then denied the claim. I spoke with Mr. ******* today to discuss coverage and why this claim was denied. Because this claim went on for so long HWA has agreed to refund the cost of the repair $372.40, and refund the trade fee $100.00 for a total refund of $472.40. Mr. ******* was satisfied with that settlement. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Claims Handling

9/22/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Our hot water heater broke and we called Home warranty of america to get it resolved. They said everthing was covered and all we had to pay was $100. Home warranty of America called ********** Plumbing to do the repairs. ********** plumbing talked to Home warranty of America and told them what was being fixed. Home Warranty of America said again all we had to pay was 100 dollars. Then we received a bill for 820 dollars from ********** plumbing. They said HWA wasn't going to cover the water extraction. We called HWA to get the bill resolved and we received a call from a manager saying the bill would be taken care of. ********** Plumbing never got payment and sent us to collections if we didn't pay. So we paid ********** plumbing the bill. HWA is still refusing to pay for their mistake.

Desired Settlement: We want HWA to cover what they promised and pay us 820 dollars.

Business Response: Initial Business Response /* (1000, 5, 2014/09/10) */ September 10, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********* *****(*******): MI-XXXXXX Dear Ms. ******* We received the customer's complaint and would like to respond accordingly. The customer had an emergency water heater leak at 9:06 AM, on May 25, 2014. We immediately contacted a technician to expedite emergency service to address the issue. Almost two weeks later, on June 5, 2014, the technician called us back, and advised that they replaced the customer's 15 year old ***** water heater. Procedurally, the vendor should have called us with a diagnosis of the unit, prior to performing any work, but in this case, the technician just replaced the unit. The technician advised us of the cost to replace the unit, which we approved in the amount of $723.00. We were advised of no additional costs, and the customer paid their required trade fee. Almost two months later, on July 27, 2014, we were advised by the customer's spouse that the plumber was billing them $860.00(not $820.00) for water extraction (i.e. the removal of water) from the customer's property. At no point did the vendor advise us of a need or reason for the removal of water, nor did we approve the vendor to do so. The customer's reference to $100 is their trade call fee that they are required to pay per claim, which the representative that processed their claim advised needed to be paid. At no point could that representative advise the customer that there would be no further costs to address the issue, as we would not have had the technician's diagnosis. Additionally, per the statement that 'a manager' called him to advise that we would pay for the extraction, we cannot support his statement with system notes or recorded calls. Additionally, we were advised that the call occurred in June or July, but we did not receive the phone number that the customer received the call on until late August. In the items listed as eligible under the Contract, at no point does the coverage address water extraction. Hence, the issue is not covered under the Contract. We have addressed the issue with the customer directly. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Escalated Claims Handling

9/22/2014 Delivery Issues
9/22/2014 Billing/Collection Issues
9/22/2014 Problems with Product/Service
9/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: i filed a claim with home warranty of america on 8/15/14 to get a water line in my house repaired that burst. I had to reach out multiple times to get them to approve a plumber to come repair the problem. I had no water for almost 24 hours. Once a plumber came he replaced the water line but i have a hole in my wall 2 feet wide from the floor to the ceiling. Also i have a hole in my bathroom in the basement appox. 4x4 wide that the plumber created to do the work. I have called home warranty for two weeks straight everyday and no one will give me answers when they will come repair the drywall which is in the contract. I keep getting the same response everyday that they state they are trying t get a hold of a contractor. I have been hung up on mulitple times bye them also. I am asking for some help to get my new home repaired!!

Desired Settlement: My deposit back from the company to be done since they wont complete the job.

Business Response: Initial Business Response /* (1000, 5, 2014/09/02) */ September 1, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********* *****: MD-XXXXXXX Dear Ms. ******* We received the customer's complaint and would like to respond accordingly. The day after the complaint was opened, we received the information needed from the technician, and provided another technician to investigate the drywall issue. They have an appointment with the customer on September 3, 2014. If you should have any questions or concerns, I can be reached at ext. XXXXXXXXXX. Sincerely, **** ****** Escalated Special Handling

9/11/2014 Delivery Issues
9/11/2014 Problems with Product/Service
9/9/2014 Billing/Collection Issues
9/9/2014 Problems with Product/Service | Read Complaint Details
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Complaint: The Home Warranty of America contract states in section IV. A. Plumbing Systems under premium coverage includes: Stoppages/clogs which can be cleared with a standard sewer cable one time only. The plumber they sent out ****'s Plumbing did not have that standard equipment to complete the job. I had flooding in my master bath, master closet and the water was leaking down to my basement in a great volume. I contacted the warranty company Monday morning 8/11/14, they sent out ****'s Plumbing who is contracted with them. He spent over 2 hrs. here and did not have the expertise or equipment to complete this job. He admitted this to me and told me to call ******* Plumbing and they could take care of me. I called the Home Warranty of America and received horrible customer services by them not getting someone back out to my home quickly. I didn't have the luxury of waiting days to fix this as their was a high volume water leak causing major damager to my home. ******* Plumbing came out the morning of 8/14/14 and with their standard cable they solved the problem and I was charged $235 which I want reimbursed by Home Warranty of America. My calls and emails have not been returned so I have no choice then to file this compliant. I have the receipt for the service from ******* as well as the warranty contract I will be happy to provide the BBB.

Desired Settlement: $235.00

Business Response: Initial Business Response /* (1000, 5, 2014/08/28) */ August 28, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL XXXXX Re: ********* *****: TN-XXXXXX Dear Ms. ******* We received the customer's complaint and would like to respond accordingly. On June 10, 2014, our customer filed an claim for a plumbing issue. The customer stated that there was a water leak from the base of their master bathroom commode. On June 18, 2014, we were advised that the technician tightened the closet bolts on the commode, which resolved the issue. On August 11, 2014, our customer reopened the claim, stating that he was getting a backup in the bathtub, with all commodes draining slowly and moisture at the base of the master bathroom commode. We processed the claim and assigned a different technician to diagnosis the issue. The technician found a clogged sewer line that could only be accessed through the commode. He attempted to clear it with standard cable, and could not do so. Per our Contract, Section IV.A, "Stoppages/clogs which can be cleared with standard sewer cable one time only." As the technician could not clear the clog with a standard cable, we would not address the stoppage. The customer called back, and advised that they had a different technician clear the clog, with a rodding machine and cable. Per our contract, section III.C, "HWATM has the sole and absolute right to select the Service Provider to perform the service; and HWATM will not reimburse for services performed without its prior approval." We have spoken to the customer to address the issue. If you should have any questions or concerns, I can be reached at ext. XXXXXXXXXX. Sincerely, **** ****** Escalated Special Handling

9/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: We closed/purchased a home 25 days ago and HWA was notified and said it would be fixed. We have not had our a/c fixed yet. HWA home warranties, their representatives and contractors have been a nightmare of incompetence. They sent out the first ac company which had 2 no shows, then finally make it out (over a week later) to say they are not certified to work on our a/c. Then another company was contacted to which the contact between HWA and this new a/c company ****** has been very poor. Actually we have been doing most of the communication between the two companies for them because it has been so poor. As of this morning, they were to get a new air conditioning unit. However, they ordered, shipped and delivered the wrong unit. Still no A/C. And ****** is asking us how to install the ac because they dont work on Carrier (our a/c unit) Once again they have sent another incompetent company to us. There has been no follow-up or engagement from the HWA sales rep. My husband has spent countless hours/days calling, recalling and bouncing through the customer service, claims, warranty and vender service departments to no avail. Promises upon broken/forgotten/misplaced/unanswered promises. I too, have spent time contacting HWA and running up and down the vender relations customer service tree, to no avail. Still, throughout this mess, HWA will not reimburse his $100 deductible and have found other ways to charge us. But our AC is still not fixed.

Desired Settlement: I just want them to refund our $100 deposit and fix our AC with a company that knows how to work on Carrier units. They have been refusing to refund the deposit.

Business Response: Initial Business Response /* (1000, 5, 2014/08/25) */ August 25, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********* *****: MO-XXXXXXX Dear Ms. ******* We received the customer's complaint and would like to respond accordingly. The customer's contract was ordered over the internet on July 27, 2014. On July 28, 2014, the day after the customer moved in, they reported that the a/c is tripping the breaker. They were unsure if the unit was a heat pump or straight a/c system. They noticed this on July 26 (the day before the contract was ordered). They state it was working Friday afternoon and Saturday morning. The following day, we sent a technician to the customer's house, who reported that the condenser fan motor on the 6 year old heat pump unit, was over amping and had failed electrically. As this failure could happen at any time, we approved the motor replacement. On August 5, 2014, the vendor called us back to report that the compressor in the unit was grounded, was not under warranty and needed to be replaced. Stating that they don't work on heat pump units (though they were prepared to repair one), they requested we reassign to another technician. We assigned a second opinion, who missed their appointment on August 6, but confirmed on August 7 that the compressor was grounded and under warranty with the manufacturer. Due to the problems with the technicians and their service, we waived the customers N/C costs in reference to the warranty replacement, and put them in contact with a supervisor, as requested, who apologized for the inconvenience. We approved the repair, and contacted the vendor, leaving a message to confirm repair date. On August 12, after a customer call to check status, the vendor confirmed that they could not get the warranty compressor, and needed us to arrange the order. We requested the unit information, to get the correct part. The following day, we received the information, and the manufacturer advised us, that the warranty with the manufacturer was never registered at the time of install, so the unit was outside manufacturer's warranty by 5 months, based on unit age. On August 14, 2014, we received the information from the vendor for the replacement condenser. We advised the customer of the non covered costs for the replacement unit, and he requested we waive them, due to the delay of the replacement. We agreed, and only charged the customer for 1 pound of refrigerant. ($6). At that time, the vendor advised that he would pick up the unit on the August 15, and install on August 16. Due to inclement weather, the install was delayed to the August 18, and at that time, the technician needed a different unit, which was rushed to him for install on August 19. That afternoon, the technician completed the replacement. We are sorry that numerous items outside the warranty's control delayed this repair. Per our Contract, section VII.B, "HWA is not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs." Though we know we are not responsible, we have covered unneeded repairs, as well as almost all the non-covered costs of the replacement. Per our Contract, section III.E, "You will pay the Trade Call Fee or the actual cost of the Services covered under this Contract, whichever is less." The Air conditioning condenser has been replaced. The trade call fee that was due was paid, and will not be refunded. If you should have any questions or concerns, I can be reached at ext. XXXXXXXXXX. Sincerely, **** ****** Escalated Special Handling

9/8/2014 Problems with Product/Service
9/4/2014 Problems with Product/Service
9/3/2014 Problems with Product/Service
9/1/2014 Problems with Product/Service | Read Complaint Details
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Complaint: We have an HWA Home Warranty GA-XXXXXX - a Diamond plan that we pay $600/year for annually. We have been trying to get our dishwasher fixed (clearly under the warranty) for more than a year. When they finally agree to send out a tech to look at the dishwasher, they approve a band-aid fix that has made the problem even worse. The poor tech that has come to our house 5+ times has admitted that the warranty is a scam, and had been directed to "not put any more money" into the dishwasher and was directed to purposely put in writing a reason that wasn't covered under the warranty so they wouldn't need to pay for it. They owe us a new dishwasher clear as can be. The crew who has been "servicing" the washer totally agrees. Because of their negligence, our hardwood floors are now warping because of leaking water.

Desired Settlement: A new dishwasher

Business Response: Initial Business Response /* (1000, 5, 2014/08/15) */ August 15, 2014 ****** ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********* **********: MO-XXXXXX Dear Ms. ******* We received the customer's complaint, and are currently negotiating a resolution with the customer. Sincerely, **** ****** Claims Special Handling

9/1/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased our home on July 17. Found out on July 22 that we had a leak, filed a claim and by July 25 was told by the plumber that we had a busted sewage line in our slab and would need to demolish the bathroom in order to access it and repair it. Called HWA everyday checking status of claim and they stated they needed an itemized statement from plumber, both plumber and myself sent it several times with no response. Was then told they needed to see my home inspection report which I sent over on Aug 7. Was then told on Aug 8 they needed to find another authorized vendor because of lack of communication with the first vendor. Called again on Aug 11 (three times) still no resolution, then on Aug 12 I was told they could not locate another local vendor so we had to get our own plumber to come out, write up an estimate, call it into them for authorization and if it was approved they would reimburse us up to 4-6 weeks later. The initial estimate was $3000.00, told them we did not have that kind of money to pay up front, was told that we had to find the funds and there was nothing they can do about it because they could not locate another vendor in our area.

Desired Settlement: We are asking that they find a plumber to come out and do the work that is required and the necessary repairs to our bathroom and cover the amount that is specified in the contract.

Business Response: Initial Business Response /* (1000, 5, 2014/08/18) */ August 18, 2014 ****** ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********* ****: LA-XXXXXXX Dear Ms. ******* We received the customer's complaint and would like to respond accordingly. Our customer entered into a contract with us on July 17, 2014. On July 23, 2014, the customer filed a claim for their plumbing stating that a water leak was noticed by the tub the previous evening. We processed the claim and assigned a technician to diagnosis the issue. The technician provided a written diagnosis on July 28, quoting a flat rate cost of $3,070.50 for: tub removal, concrete access, drum trap replacement, concrete restoration, Tub replacement, tub surround replacement, faucet installation (that the customer would provide) and floor and tile install. Per the Contract section VII.C, "HWA is not responsible for providing access to or closing access from any covered item which is concrete-encased or otherwise obstructed or inaccessible (including but not limited to beneath crawl spaces, floor coverings, systems, cabinets, etc.)." So, the warranty would not remove the bathtub, provide access through the concrete or restore the concrete, floor, or tile. Per the Contract section IV.A, the warranty excludes bathtubs., as well as the limitation, "HWA will pay no more than $1,000 for diagnosis, repair or replacement of any Covered System and Component that is concrete encased or otherwise inaccessible." So, the warranty would not replace the bathtub, or its surround, and has a maximum of what would be paid for a repair to any concrete incased or inaccessible plumbing. Per the Contract section I.B.7, ""Covered Systems and Components" means systems and components as specifically described herein as "Included" and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown." So, the warranty would not install a new faucet, that had not become inoperative. As we needed to know how much of the cost of the $3,070.50 would be eligible under the contract's $1,000 concrete encased plumbing cap, we requested a breakdown a further breakdown of the costs from the technician. We received a second copy of the flat rate cost on July 29, and requested the detailed breakdown. We requested this again on August 1st, 4th, 6th and 7th. On the 7th, the vendor provided an incomplete breakdown, which consisted of a full labor cost for the entire repair, tub and shower cost, equipment rental cost, and access cost. As this did not give us the needed breakdown of covered costs, we again requested a detailed breakdown. On the afternoon of August 8th, as the vendor had not provided us the information, we started looking for a second opinion. On August 12th, we offered the customer their own second opinion, but they advised us that they would prefer that we provide a technician, as they could not afford to wait for reimbursement. Upon receiving the customer's complaint, we continued to try to resolve the issue with the first vendor, and when they finally provided the detailed breakdown that was needed, we offered the customer to pay the vendor the cost of our portion of the repair, or a full refund of the contract cost, upon their receipt to cancel. Initially, they accepted the contract refund, but now they are reviewing the offer, based on what the technician finds when the bathtub is removed. If you should have any questions or concerns, I can be reached at ext. XXXXXXXXXX. Sincerely, **** ****** Claims Special Handling

8/26/2014 Problems with Product/Service | Read Complaint Details
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Complaint: My husband and I purchased our first home back in March this year, we also payed for a home warranty. The name of the company we purchased said warranty through is Home Warranty of America (HWA). For all of July we have been trying to get our A/C unit fixed. It does not cool our home efficiently. We'd have our thermostat set at 69 and it would be 78 degrees in our house, HUGE difference. Our A/C began making 'knocking' noises and shaking/vibrating harder than usual. We contacted HWA to file a claim. The first service provider they sent out said nothing was wrong with our unit and that we simply needed to change our air filter on the return. They lied on the invoice they gave us and the warranty company stating they added 2lbs of R-22 to our unit and when they left it was working appropriately in which it was not. They also threatened us saying that with our air filter being dirty they could turn us in for negligence and we could lose our warranty. I don't know much about A/C's, but I do know you change your air filter approx. once a month, they're made to FILTER and get dirty. We had an extra one at home and the company didn't even offer to help us change it out, charged us the $100 deductible and left. Our warranty states that we pay a max of $100 or if the cost of the work done is below $100 we simply pay that cost. The company that initially came out didn't fix anything, all they did was diagnostics, when contacted later they stated they only charged $85 for a diagnositics check. We were cheated out of $15. We gave it a few days and also installed thermo curtains over our french doors in the kitchen to see if changing the filter and blocking sun would help make the house cooler, it did not. We contacted the warranty company again who sent out another technician who advised us our casing was cracked and our bearings in the fan motor could be going bad. The home warranty company denied our claim stating they don't cover 'cosmetic' issues. However a normal A/C unit does not make 'knocking' sounds and does not vibrate hard enough to make your windows rattle. It is 81.7 degrees outside and 79 in my house. Obviously the A/C is not cooling regardless of cracks on the outside casing. The second service provider who came out contacted the manufacturer of our unit to see how much it would cost for the parts to replace the bearings and the casing, however they do not make the parts anymore. The home warranty company is offering to pay us for the cost of the parts, however we can't get an estimate since these parts are no longer made. The warranty company is only offering to pay for the parts and not the labor involved to get the unit fixed. My husband and I feel like we'be been scammed. We've been w/o a properly working A/C unit since the beginning of July and are highly upset with the lack of concern and services provided through the home warranty company and initial A/C technician. We are currently in the process of looking for a lawyer to have the issue resolved. We would also like to make other consumers/home buyers aware of how HWA sends their customers on a wild goose chase and doesn't seem to care about fixing the problems their customers have. We as consumers pay for a service and expect it to be provided, with the assurance that we're getting what we pay for. Obviously this company has failed to do their jobs. The Better Business Bureau has nothing on their website for this company and I have found a couple other websites with absolutely horrible reviews for the same company. Please reach out to the community and help them be informed consumers when it comes to buying a home warranty.

Desired Settlement: My warranty states that if something cannot be fixed it would be replaced; pre-existing conditions included. I want my A/C unit replaced since the parts needed are no longer available according the manufacturer. I want it replaced to my satisfaction and working order without hesitation. I would also like a small amount for "pain and suffering" due to the fact that I'm sitting in a house that is as hot inside as it is outside because the company won't do their jobs correctly. What if I or my family, including my pets were to suffer from heat exhaustion, or heat stroke?! Since the unit has not been working properly for a at least a month now, if we were to suffer any health issues related to heat I want the medical expenses covered as well. God forbid my unit blow up and cause any further damage to the exterior of my house I want that covered as well. We have made the issue known to the warranty company, they are refusing to fix said issue. Any further damage to happen will be covered or I will seek out an attorney.

Business Response: Initial Business Response /* (1000, 5, 2014/08/08) */ August 8, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********* *******: NC-XXXXXXX Dear Ms. ******* We received the customer's complaint and would like to respond accordingly. The customer opened a Contract with us on March 13, 2014. On July 1, 2014, at 7:53 PM CST, the customer processed a claim online to advise of an Air Conditioning issue. It stated that as of that day, the unit was running, but not cooling the house. It had run properly for more than two months, and no maintenance had been performed on the unit. We immediately dispatched the call to a technician to diagnose the system. On July 15, 2014, we received an electronic diagnosis from the technician, reporting that the unit was low 2 pounds of refrigerant, and that when it was added, the unit was cooling properly. On July 23, 2014, we received a request for a second opinion, which was processed with no fee due to the customer. On July 24, 2014, the second opinion advised that the bearings in the condenser fan motor were failing, and this movement of the motor caused the condenser casing to crack. The technician could not replace the casing. Per section V.C of our Contract, the condenser casing is excluded from the Contract coverage. On July 25, 2014 & July 30, 2014, the customer called and disagreed with the rejection. They spoke with a supervisor on the 30th, who advised of the coverage and the excluded secondary damage that the motor caused to the condenser casing. They were offered a reimbursement of the cost of the motor and labor that could be put towards the condenser replacement, which they declined. They requested to cancel the contract, and receive a full refund, plus a reimbursement of the paid trade fee, which we agreed to provide. Thus, we are not sure why the other party on the Contract filed this complaint on July 31, 2014. The issue has already been resolved, If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Claims Special Handling Initial Consumer Rebuttal /* (3000, 7, 2014/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue has NOT been resolved. Per the contract we paid for, the casing is not included, my husband and I completely understand that and are not asking that the casing be replaced. We wanted the failing bearings replaced, which in turn had caused the casing to crack.The bearings are included in our contract. The problem with fixing the bearings is per the manufacturer of our unit they don't make and distribute ANY parts for the unit we have anymore. The contract my husband and I agreed to states that if a defect cannot be fixed for whatever reason, that whatever item has failed would be REPLACED. Since the parts for our unit are no longer available one would assume that it cannot be fixed. Since it can't be fixed the whole unit should have been replaced per our contract. However This company is denying our claim due to secondary damage from a failing part in the motor. A cracked casing has nothing to do with my house being 10 degrees hotter inside than what the thermostat is set at. There is obviously something else wrong. A casing is a cover, it has no mechanical effect on cooling my home. Bearings in a motor could have an affect on how effectively my house cools. Per the response above from the company they mention that the bearings are failing, and since the bearings are failing how come they're denying our claim because a casing is broken? Bearings don't fail from a broken casing. The bearings have more value and are related to the system functioning correctly, the casing is not. It just simply covers the internal components which do the work to cool my home. My husband and I filed for a full refund since the company fails to see that we need a new unit because the bearings are failing, in turn putting more strain on the motor and in time the whole system will fail. Since the bearings are no longer available per the manufacturer how are we suppose to get the parts we need to fix? Like I said earlier the home warranty we signed stated that if something could not be fixed for whatever reason it would be replaced. So since the parts are not available to replace the failing ones why wont the company hold up to their end of the contract and replace the unit? Since we were getting nowhere with getting our home warranty company to hold up to their end of the contract we filed for cancellation and a full refund. We filed a complaint with the better business bureau due to the company's ethics and not upholding to their end of THEIR OWN contract. Currently I don't have access to our contract due to being out of town and my papers are at home, however I am more than willing to provide a copy of it. Final Business Response /* (4000, 15, 2014/08/25) */ August 25, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********* *******: NC-XXXXXXX Dear Ms. ******* We received the customer's rebuttal and would like to respond accordingly. The customer quotes this section of our contract: "...for units below 13 SEER and/or R-22 equipment and when HWATM is unable to facilitate repair/replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair/replacement will be performed with 13 SEER equipment, R410A equipment, and/or 7.7 HSPF or higher compliant." And then adds: "My understanding of this section of our home warranty from the "included" section above is that since HWA is unable to facilitate repair or replacement of the failing covered equipment (ie. the bearings/motor of the unit) at the SEER rating or with the R-22 equipment, that REPAIR/REPLACEMENT will be performed with 13 SEER equipment, R410A and/or 7.7 HSPF or higher" Not only does she modify the word failed in our contract, to failing in her response (the warranty covers failed equipment, not equipment that is failing), but she continues to step around the reason that the warranty is not covering the replacement unit. The failure is with non covered equipment (i.e. the condenser casing). The motor is failing, which caused the condenser case to fail. The warranty would not replace the customer's condenser, because the failure with the condenser casing is not only secondary damage from the failing motor, but also excluded from the contract. The warranty has offered the customer all we will offer in reference to this issue, and the customer has accepted a full refund and cancelled the contract. We consider this issue closed. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Claims Special Handling Final Consumer Response /* (4200, 11, 2014/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) What is stated in the customer's Warranty Contract, section I, is, "HWA's sole responsibility will be to arrange for a qualified service contractor ("Service Provider") to repair or replace, at HWA's expense (up to the limits set forth below), the systems and components mentioned as "Included" in accordance with the terms and conditions of this contract so long as such systems and components: A. Are located inside the confines of the main foundation of the home or attached or detached garage (with the exception of the exterior pool/spa, well pump, septic tank pumping and air conditioner); and B. Become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown; and C. Are in place and in proper working order on the effective date of this home warranty contract." Above is the section of our home warranty provided by Ms. ****** in her response. It states that a qualified service provider would repair or REPLACE at HWA's expense the SYSTEMS AND COMPONENTS for the systems included in our contract, of course our A/C is included otherwise we wouldn't have this dispute. Per Ms. ****** they offered a reimbursement for the motor and labor to have it installed, which is all fine and dandy. We would gladly have accepted said offer if it were possible to obtain the parts to replace our unit, but it's NOT. As I've stated before, per the manufacturer of our unit the parts are no longer made and distributed. How are we suppose to accept the reimbursement to fix our unit if we can't get the parts to fix the problem?!

8/22/2014 Delivery Issues
8/21/2014 Problems with Product/Service
8/20/2014 Problems with Product/Service
8/19/2014 Billing/Collection Issues
8/18/2014 Problems with Product/Service
8/15/2014 Problems with Product/Service
8/14/2014 Delivery Issues
8/11/2014 Problems with Product/Service
8/11/2014 Problems with Product/Service
8/8/2014 Billing/Collection Issues
8/5/2014 Delivery Issues | Read Complaint Details
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Complaint: On June 2, 2014 I requested service repairs to my washer. As of today my washer has not been repaired. Home Warranty of America (HWA) service representatives refused to provide their contracted technician with the parts that their technician requested to make the repairs. We paid $495 for the service contract and an additional $75 to the HWA contracted technician for the repairs and HWA has refused to honor the home warranty service contract. I purchased the home warranty service contract from HWA to cover items that break in my home and HWA has refused to make the required repairs. This was my first and only request with HWA since I purchased the warranty service contract and my experience has been horrible. I am extremely frustrated with the attitude and lack of professionalism I have received from HWA. They demonstrated no concern for the HWA customer. In fact, they demonstrated contempt regarding this matter. This should have been a simple service request to resolve by HWA but it has turned into a nightmare for me and my family. HWA has refused to honor the home warranty service contract. I have requested a full refund from HWA for the home warranty service contract that I purchased.

Desired Settlement: A full refund for $495 I paid to HWA for the home warranty service contract that I purchased. I also want a full refund for the $75 I paid to the HWA contracted technician to repair my washer

Business Response: Initial Business Response /* (1000, 5, 2014/07/25) */ July 25, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********** ******: TX-XXXXXX Dear Ms. ******* We received the customer's complaint and would like to respond accordingly. Our customers entered into a contract with HWA on July 24, 2013. On June 2, 2014, at 3:28 PM CST, our customer filed a claim for their washer. The customer stated the unit made a loud booming noise over the last few days. We processed the claim and assigned a technician to diagnose the unit. On June 11, 20143, a technician came out to the house and replaced the brake assembly, brake pads and bearing of the unit. The technician did not call us with a diagnosis, and just performed the repair. The customer called back a week later, and reported that the unit was still making noise. On June 27, the technician reported that the unit was still making a noise, but still was functioning. The unit was and is operational. At the customer's request, we sent a second opinion, who found the unit squeaking, but still operated. Per our contract, section I.B. the warranty requires all systems and components to "Become inoperative due to normal wear and tear..." As the unit is still operational, the warranty would not repair or replace the system. Upon receiving the customer's complaint, we have requested the specifications on the unit, and will address what can be done when they are received. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Claims Special Handling

8/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed a service call regarding my AC unit not cooling / working properly. My call was answered by a very rude customer service rep which was my very 1st interaction with the company. HWA sent out a a/c tech who stated the issue was a thermostat (thermo was nearly new, just recently installed 6 mos earlier) and that he would bring a replacement the next day. After 2 weeks I had to place a follow up call to HWA to advise the the system is still not working and the Tech has not returned to complete the repair. The company stated the repair tech forgot and he would bring the thermostat the next day. After the thermostat installation (have paperwork to show that is all that was done) we noticed the system was still not cooling the house. I then called HWA a 4th time for this same issue and was told another tech would be sent since it wasn't fixed right the 1st call and to pay the service fee and I would be reimbursed. This tech also arrived late. When I called HWA to request a reimbursement I was told that it was company policy that if the 1st tech don't repair the item properly and additional techs have to be dispatched that the customer is solely responsible and must pay a service call fee until the job is done correct. After I realized that the rep was not joking. I requested my warranty cancelled immediately!!! I absolutely do not agree with this policy. I would like a refund for my payment to the 2nd vendor (since it was the exact same issue not fixed correctly the 1st time) and I would like the monthly fee charged to my credit card returned.

Desired Settlement: $120 Refund for the 2nd $60 service call fee and $60 monthly charge

Business Response: Initial Business Response /* (1000, 5, 2014/07/07) */ July 7, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL XXXXX Re: ********* ********: GA-XXXXXXX Dear Ms. ******* We received the customer's complaint and would like to respond accordingly. The customer entered into a contract with us on May 13, 2014. He purchased our All star contract. On June 2, 2014, at 5:26 PM CST, the customer called to advise of an Air conditioning issue. He stated that the downstairs unit, which had been running for 2 weeks, was not cooling as of 4 days prior. We sent a technician to the property, who diagnosed a failed transformer and thermostat at the property. The warranty approved the repair and the customer paid their trade fee. The total cost of the repair, after the fee was $82.43, and the repair was complete as of June 11. Seventeen days later, the customer reported that the AC was not cooling again. A second opinion was sent, and they found a different failed transformer, and a blown control board. The trade fee was paid, and the repair was completed at a cost of $283.28. On June 30, the customer called and wanted a trade fee waived, or some type of compensation for punitive damages suffered for the Air conditioning issue. Per our contract, section VII.B.18, "HOME OWNER also agrees that HWATM is not liable for consequential, incidental, indirect, secondary, or punitive damages. HOME OWNER expressly waives the right to all such damages." We declined to provide the customer compensation and he cancelled his contract. Per our contract, Section XII, "******* Residents: All provisions of this section apply except, if homeowner cancels contract, homeowner shall be entitled to a refund of 90% of the unearned pro-rata amount of the paid contract fee." At this time, his partial refund for the second month of coverage is in process. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Claims Special Handling Initial Consumer Rebuttal /* (3000, 7, 2014/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The AC was never fixed/diagnosed properly the 1st time. In addition, it never should have taken nearly 2 weeks to attempt to fix the issue. The time period between the 1st request and 2nd request was due to a out of the country vacation. In conclusion, the unit was never fixed properly the 1st time and instead of holding the vendor accountable this company chose to blame the customer. I am extremely unsatisfied with this company. Final Business Response /* (4000, 9, 2014/07/22) */ July 22, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL XXXXX Re: XXXXXXXX: ********: GA-XXXXXXX Dear Ms. ******* We received the customer's complaint and would like to respond accordingly. The second technician that diagnosed the failure determined that the issue was not related to the first repair. Additionally, we have in no way blamed the customer or his tenant for this issue. We are sorry that the customer feels unsatisfied, because we are not paying 'compensation' for the time that they state the unit was not functioning while they were on an out of the country vacation. We are providing the refund as stated previously. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Claims Special Handling

8/4/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Had leak in master bath, company sent out plumber- ********** ********* He spent 5 minutes in home asked for service fee and called company and gave bogus reason for leak. Called HWA again, explained leak issues and that I had video of leak. HWA sent out *****'s Plumbing, after delays ***** the plumber came out and worked on leak, at that time we found leak in master sink as well. after determining issues and having "access" given to plumber, ***** came replaced all that he stated was issue and advised leaks were both fixed. We paid amount he stated wasn't covered by HWA and after he left and "access" was then repaired and we were able to use the master bath we found leak was NOT repaired. At this time both HWA and *****'s Plumbing are stating it is not of their problem and we have to have another plumber come out and provide the "access" again at our own expense. It is not of our default that issue was not repaired and I advised to my knowledge as *****'s plumbing stated issue was resolved it should be *****'s plumbing to pay for the damages and "access" to fix the leak.

Desired Settlement: I feel that either HWA or *****'s Plumbing should pay to have the further damage resulting in the leaks from both master bath and master sink repaired and any fee's occurred from the new plumber that HWA is sending out including the "access" to repair leak as I have already paid all these fee's to *****'s Plumbing! It is not my fault that *****'s Plumbing claimed to have fixed both leaks and collected the monies and did not resolve the issue.

Business Response: Initial Business Response /* (1000, 5, 2014/07/21) */ July 21, 2014 ****** ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: 94508575: ****: TX-XXXXXX Dear Ms. ******* We received the customer's complaint and would like to respond accordingly. Our customer entered into a contract with us on July 5, 2012. On January 30, 2014, at 1:55 PM, the customer filed a claim for their plumbing stating that a 2nd floor bathroom was leaking into a 1st floor bathroom, through the ceiling. We processed the claim and assigned a technician to diagnosis the issue. The technician called us on February 18, after reporting some scheduling difficulties, and provided the diagnosis. Per the technician, water was leaking through the shower door caulking. Additionally they reported structural issues with a leaning tub. Per the contract, Section IV.C excluded, the contract does not cover cabling, grouting (caulking) or tubs. The customer was called and advised that day. The customer repaired the problem, and on March 8, 2014, reported that the leak was still occurring. We sent an order back to the first technician for them to reinvestigate. When they did not contact us or the customer, we assigned a second opinion to re-evaluate as of April 23, 2014. On June 3, 2014, at 2:29 PM CST, a second claim was filed for a plumbing issue. The customer stated that water was leaking under the master bathroom sink. We processed the claim and assigned a technician to diagnosis the issue. As we never received a diagnosis on the first issue we requested the technician evaluate that issue as well. We received no diagnosis. On July 2, 2014, the customer called back reporting that the vendor had just left and the leak was not fixed. We called the vendor and left a message to advise that they return to the house to address the issue. On July 3, 2014, we called and left the vendor a second message, and the customer advised us that the vendor had them purchase a faucet and pay them direct to put it in. We again tried to call the vendor to get a diagnosis and left a message. On July 7, 2014, the customer called, questioning that she provided shower access; the vendor needed more, and then was going to charge her again to reopen access, after she was getting no hot water. There was also an issue with her being required to buy a faucet. Per our contract, section VII.B.2, "HWATM is not responsible for providing access to or closing access from any covered item which is concrete-encased or otherwise obstructed or inaccessible (ie. Beneath crawl spaces, floor coverings, systems, cabinets etc.)." We again called the vendor to determine why he required the customer to purchase the parts and pay him for his labor. The customer wanted a different tech to evaluate, and the claim was reassigned. On July 8, 2014, the customer wanted the Vendor's insurance information, and the Vendor gave us the diagnosis. They state that the bathroom faucet was corroded and leaking, and they had the customer provide a replacement, which was defective. (so the customer needed to return it, because they purchased it) As to the other bathroom, the customer is remodeling, and though there were no failures with the tub and shower valve, the technician recommended replacement to the customer. For the trade fee he collected, he replaced a leaking copper pipe, and a shut off valve. On July 12-14, 2014, the customer and the new technician had scheduling issues, so we found a technician who could service on July 15, and are trying to get their diagnosis. Once we have the diagnosis, we should be able to determine what can be reimbursed under the contract. If you should have any questions or concerns, I can be reached at ext. XXXXXXXXXX. Sincerely, **** ****** Claims Special Handling

8/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i have been waiting for 6 weeks with a refrigerator. i have a ******* French door unit. compressor went out. hwa offered me 600.00 for buy out or wait on parts. cannot buy refrig. for 600.00 so have to wait on parts. now after 6 weeks have passed ** eta on part and will not replace refirg. for inability to get parts in a timely manner. no call back from anyone at hwa at any time. except to ask how my repairs went. i adv no repairs have been done. hwa has made me and my family do without a refrigerator for 6 weeks now and still will not tell me when repairs will be completed. if parts cannot be sourced the please just replace unit with comparable unit.

Desired Settlement: replace refrigerator since company cannot source parts.

Business Response: Initial Business Response /* (1000, 5, 2014/07/21) */ July 21, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********* ********: TN-XXXXXXX Dear Ms. ******* We received the customer's complaint and would like to respond accordingly. On May 26, 2014, our customer filed a claim for the refrigerator. He stated the unit, which worked for about a month under contract, was not cooling. HWA processed the claim and assigned a vendor to diagnose the issue. The following day, a technician came out and advised the 9 year old ******* refrigerator that was built in ****** had a failed compressor. By June 2, we had reviewed the options, and determined that warranty would repair the unit, or, per contract section VII.B.14, "...offer cash back in lieu of repair or replacement in the amount of HWA's actual cost to repair or replace any covered system, component or appliance." The customer accepted the repair. Three days later he e-mailed, and requested further options, because there was a delay in receiving the compressor from ******* ******* We advised him, per the contract, Section VII.B.6., "HWA is not liable for any failure to obtain timely service due to conditions beyond its control, including, but not limited to, labor difficulties or delays in obtaining parts or equipment", and offered to apply the cost of the repair to a new unit. The customer declined that offer, and would wait for the repair. Upon receiving our customer's complaint, we called the technician, who confirmed with ******* ****** that the original replacement compressor and its optional replacement with unit modification are both on back order. They could be available tomorrow, or they could never be made again by ******** We cannot determine which, and the manufacturer is not providing this information. As we are in no way responsible for manufacturer making equipment, or providing information about its availability, we can continue to wait for the part, or we can offer the customer our cap on professional series appliances, in the amount of $1,000.00, per contract section VII.B.10. We made this offer to the customer, and the customer accepted the cap. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Claims Special Handling

8/4/2014 Problems with Product/Service
8/4/2014 Problems with Product/Service
8/4/2014 Problems with Product/Service
8/4/2014 Problems with Product/Service
8/4/2014 Problems with Product/Service
8/4/2014 Problems with Product/Service
8/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a home a month ago along with the home the seller had to purchase a home warranty some of the items listed to be covered included air conditioning before moving in and while warranty was in effect which is until 6/2015. I called the company on 6/13 and advised them that the AC in my home was not working properly .they stated that they would send a company over to look at it - which they did the company they sent was there for less than 10 minutes and tried to charge me 150.00 to clean the unit before he could properly diagnose the issue. We declined and called another company that came and looked at it and said the outside and inside unit needed to be replaced said their is a hole in the unit and its leaking Freon and gave us some other issues . I contacted the warranty company back and now they denied my claim because of a date that was wrote on the invoice I was on hold for over an 1hr today I have left messages for ******** the team lead to call me back which has not happened when I call they say she is on break . I have 6 kids in this house the fact is the warranty company is liable to fix the AC unit based on my agreement and they are refusing to send a tech over and they are not responding to emails or voicemails that I am leaving them .

Desired Settlement: I want someone from this company to call me and set up a time where one of the AC techs can come and fix my unit . I would also like an apology as to why the reps hang up and talk to people so rude.

Business Response: Initial Business Response /* (1000, 5, 2014/07/03) */ July 3, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: 94507114: ********: TX-XXXXXXX Dear Ms. ******* We received the customer's complaint and would like to respond accordingly. The customer entered into a contract with us on May 29, 2014. She purchased our Marquise contract. On June 13, 2014, at 10:48AM CST, the customer processed an online claim to advise of an Air conditioning issue. She stated that she moved in on June 2, she noticed the air conditioning not working 2 weeks before (which would be May 31, and prior to her move in date ), the air conditioning had never worked properly for her and she never used the heat. She also advised that she called her own AC person out to the home, who diagnosed that there is a hole, all heating elements are burned, and that they were about to run out of Freon because it is leaking out. We sent a technician to the property, who diagnosed that the 30 year old condenser unit was impacted with dirt, and needed to be cleaned. It could not be diagnosed until the cleaning had been performed. Per Contract Section VII.M, "HWA is not liable for normal or routine maintenance." The customer had the unit cleaned, and her technician determined that the Heat exchanger in the furnace is cracked, and that the evaporator coil had evidence of Freon leaks. At that time, the customer requested a Second opinion, we requested proof of the cleaning, and received the customer's invoice. We received the diagnosis and declined the claim. Per our contract, section I.A.1 "During the Coverage Period, HWA'sTM sole responsibility will be to arrange for an Authorized Repair Technician to provide Service(s) for Covered Systems and Components located on the Covered Property in accordance with the definitions, terms and conditions of this Contract." Additionally, Per section I.B.7, ""Covered Systems and Components" means systems and components as specifically described herein as "Included" and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to normal wear and tear, including breakdowns due to insufficient maintenance if at the time the issue or breakdown was unknown. Components shall be considered in proper working order if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date." Upon receiving the customer's complaint, we contacted her to request a copy of her home inspection, as this issue could have been unknown, or not detectable by visual inspection or mechanical test. Per the inspection, her heat was marked not inspected and deficient, and could not be tested, due to a lack of gas service. Her air was marked inspected and deficient. It showed signs of untimely filter changes, did not respond to the thermostat, required a coil clean and check, and the condensate line was not connected to an exterior drain. Both heat and air stated that a complete evaluation of the HVAC system should be performed prior to close. The following day, the customer provided a receipt from the day after the inspection, April 24, 2014, stating that an HVAC technician changed out the blower and thermostat, and charged the AC system. We called the technician who advised that he also cleaned the coil, repaired the drain system and added enough Freon to increase the unit from 40 to 70 psi. He did not inspect the furnace. As the Seller's vendor added Freon to the system to get it to cool properly prior to closing and the buyer's vendor found signs of leakage at the AC coil at his inspection of the unit after closing, the AC unit never worked properly under the contract, with a known defect prior to the contract start date. Unfortunately, this issue would not be eligible for coverage under the warranty contract. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Claims Special Handling Initial Consumer Rebuttal /* (3000, 7, 2014/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will be taking the matter to court per my warranty contract it states that the warranty company will replace or fix any issues pertaining to my air conditioner also including pre existing conditions. I have read over and over my agreements and this is simply away for them to not honor their contract. I want my ac fixed. Final Business Response /* (4000, 9, 2014/07/11) */ July 11, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: 94507114: ********: TX-XXXXXXX Dear Ms. ******* We received the customer's response and would like to respond accordingly. Per the customer's contract, and as quoted in the previous letter, "Components shall be considered in proper working order if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date." The seller's technician found the unit low on refrigerant before the contract started. The unit never worked for the customer, and her technician found numerous leaks in the evaporator coil. The unit clearly was not in proper working order, with an issue that was known to an agent of the seller (their technician) prior to closing. The Air Conditioner would not be eligible under the contract, but the warranty, as a courtesy, would offer the customer a full refund, upon receiving her request to cancel. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Claims Special Handling

7/30/2014 Problems with Product/Service
7/29/2014 Problems with Product/Service
7/25/2014 Billing/Collection Issues
7/25/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: According to HWA contrINCLUDED: All components and parts, including integral freezer unit, except: EXCLUDED: Racks - Shelves - Ice makers, ice crushers, beverage dispensers and their respective equipment - Water lines and valve to ice maker - Interior thermal shells - Freezers which are not an integral part of the refrigerator - Food spoilage - Door seals - Lighting and handles - Units moved out of the kitchen - Audio/Visual Equipment and Internet Connection Components.act " According to this contract. Freezer door is not sealing due to the glider of the door not closing the freezer door properly. This is an INTEGRAL part of the refrigirator. They are telling me that it is not covered by the warranty.

Desired Settlement: I will have to pay a service personel to fix the refrigirator, so I am asking for the refund.

Business Response: Initial Business Response /* (1000, 5, 2014/07/24) */ June 24, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********* ********: CA-XXXXXX Dear Ms. ******* We received the customer's complaint and contacted them directly to address the issue. The issue has been resolved with the customer directly. If you should have any questions or concerns, I can be reached at extension XXXXXXXXXX. Sincerely, **** ****** Claims Special Handling

7/24/2014 Delivery Issues
7/23/2014 Problems with Product/Service
7/23/2014 Problems with Product/Service
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7/22/2014 Problems with Product/Service
7/11/2014 Problems with Product/Service
7/10/2014 Billing/Collection Issues
7/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a home warranty contract (NY-XXXXXX) with Home Warranty of America that runs from 11-15-2013 to 12-15-2014. I submitted a claim for my air conditioner to the company on 05-23-2014. They sent a contractor to the house to inspect the unit that weekend. After the inspector recommended replacement, the company refused to cover the cost of any repairs/replacement. The original reason they gave me was that "freon was recently added to the unit" and the problem was a pre-existing condition. I sent them maintenance receipts from a licensed ** air conditioning company (****** ****** Service) showing that the unit was in working order as of 06-18-13 and 05-10-14 when we had our annual maintenance. The company changed their tune and asked for a copy of our home inspection report. I sent this to them as well. I then called our home inspector, who is also licensed in the state of *** and he sent over a copy of a signed letter which stated that the the building's mechanical equipment, mechanical systems and appliances were in good working order as of the date of the walkthrough. After receiving this document and letter, *****, who is the manager of the authorization department at the home insurance company, contacted me to let me know that they are still denying our claim because the form I sent over is not a "valid home inspection report" and that she believes it is an "appraisal." I reminded them that the report (which is certainly NOT an appraisal) was completed by a licensed home inspector for the state of *** The company refuses to contact the home inspector by telephone to obtain whatever information they still need and refuses to accept any additional paperwork sent over by the home inspector. At the end of the day, the company has no legitimate reason to deny our claim based on our contract and by refusing to cover the cost of repair/replacement of our air conditioning unit, has effectively breached our contract.

Desired Settlement: The warranty company needs to cover the cost of repair/replacement of our air conditioning unit as per the contract.

Business Response: Initial Business Response /* (1000, 5, 2014/06/13) */ June 13, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********* *****: NY-XXXXXX Dear Ms. ******* We received the customer's complaint and would like to respond accordingly. The customer entered into a contract with us on November 15, 2013. He purchased our Diamond contract, with the additional option of Orange Plus. On May 23, 2014, at 6:09 PM CST, the customer called to advise of an Air conditioning issue. He stated that he had turned the upstairs unit on about a month before, and the unit was not cooling the home properly. He had maintenance performed on the unit, and it had cooled fine for the last few weeks until May 23. We opened the claim and assigned a technician to investigate the issue. On April 24, 2014, the technician inspected the unit, and determined that the 20 year old ****** air handler coil and condenser coil were leaking refrigerant. At that time, the unit contained less than a pound of refrigerant. The technician confirmed that the customer's maintenance company that went out to the home on May 10, 2014 had added refrigerant to the unit (which would have kept the unit cooling), and that leaks in both coils would not have occurred within a month of usage (much less the two weeks period prior to their technicians service). Per our contract, section I.C, the warranty requires that all systems and components "Are in place and in proper working order on the effective date of this home warranty contract." Since this was the first time the air conditioner was used under the contract and the diagnosis was that the leaks in the coils would not have occurred in such a short time under the contract, the unit would not have been in proper working order on the effective date of the warranty contract. On May 27, the customer was advised that the AC issue would not be covered. But, since the customer has our Orange Plus coverage, the issue could be eligible as an unknown pre-existing issue, per section VI.J, "Unknown pre-existing conditions and Unknown improperly matched and/or installed systems defined as follows: HWATM will repair or replace a covered system or appliance that fails or identified due to an associated failure that was either pre-existing or not properly matched in size or efficiency, and/or improperly installed prior to or during the contract term, provided that it was unknown or could not be known to the seller, buyer or agent by a visual inspection or simple mechanical test prior to the start of the contract. HWA will pay no more than $750 per contract for any unknown improper installation. If a service request is made pursuant to this contract option, HWATM reserves the right to request a copy of any visual or mechanical test that may have been performed by a home inspector or other licensed mechanical contractor." We requested a copy of the customer's inspection, and the customer provided 4 documents(which we have listed in the order we believe they occurred): an inspection summary with no date referencing 19 deficiencies (including coil cleaning and debris removal from the condenser), an invoice from 6-18-2013(when the customer was covered under another home warranty after they purchased the property, addressing a drain cleaning, filter check and "adjusted pressure", which means refrigerant was added to the unit ), an invoice from 5-10-2014, referencing maintenance to two units, filter changes and further "adjusted pressure"(refrigerant charge to units) at a cost of 296.25, and a letter from his inspector dated June 2, 2014, stating the inspection occurred in the summer 2013 and there were no significant deficiencies. Upon receiving the customer's complaint, we contacted the customer to review the issue, the maintenance company to review the invoices, and his inspector to review his reports and when they occurred. Per the maintenance company, refrigerant was added at the property on both service calls, but there is no reference to a coil cleaning being performed as mentioned on the inspection report (the maintenance plan the customer had with the other warranty company does not include that) Per the inspector, they do not test appliances or systems in the home, so they cannot confirm if the unit was functioning properly or not as of the inspection dates. Additionally, they believe that there was an inspection in the spring 2013(which is when the inspection report was done), and a walkthrough in the summer, but cannot state whether that was done before or after the maintenance of June 18, 2013. What can be stated is that the customer resided in the property on June 18, 2013, and their technician added refrigerant to the AC unit on that date, as well as May 10, 2014. Thus, there was a known issue of the unit needing refrigerant prior to the contract origination date, which is the same problem the unit experienced on May 10, as well as May 24, 2014. This shows that the unit was not in proper working order on the effective date of the warranty and would not be covered under the contract. If you should have any questions or concerns, I can be reached at extension **** Sincerely, ***** ***** Customer Service Manager Initial Consumer Rebuttal /* (3000, 7, 2014/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Ms. ******, I do not accept Home Warranty of America's response to my complaint for multiple reasons. Several of the details in the company's reply are incorrect and they even went so far as to conveniently "leave out" several of the statements made by the home inspector in their response. First, I did not state that "I had turned the upstairs unit on about a month before, and the unit was not cooling the home properly." In fact, we turned the unit on weeks prior to the third party A/C company (Action Repair) coming out on May 10th and it WAS working properly. It was also properly working from May 10th-May 22nd. It was not until May 23rd that the unit stopped working, which is when I called the company and submitted my claim. So, their facts here are completely untrue/incorrect. Separately, I actually called the home inspector and read him the following comment made by the warranty company: "Per the inspector, they do not test appliances or systems in the home, so they cannot confirm if the unit was functioning properly or not as of the inspection dates." The home inspector explained to the company that the units were not originally tested in March 2013 when the initial inspection was provided to us because it was too cold and it would have damaged the units. However, post this initial inspection, the home inspector came BACK OUT to the house for a second time (when it was warmer) and when we conducted our walkthrough. He confirms that the A/C units were in good working order at the time of our walkthrough (June 2nd was our walkthrough date), which was after the initial inspection (on March 17th). In fact, this statement is contained in a signed letter from the home inspector, which I have provided the company with (dated June 2, 2014). The company conveniently leaves this fact out in their response and makes it seem like the home inspector never even looked at the A/C units. This is false. He has confirmed that he has. Second, the walkthrough was obviously done before the maintenance on June 18, 2013. A walkthrough is ALWAYS done PRIOR to someone purchasing a home, and our home was purchased the first week of June 2013 (June 3rd if we want to be exact). We have paperwork to prove this. The fact that the walkthrough was done prior to the A/C being maintained on June 18, 2013 was mentioned to Home Warranty of America when I spoke with them, but they have mentioned in their response that this fact is still unclear. It is not unclear, and I have the documentation. Third, having leaves in the unit and a dirty coil certainly does not suggest that there was a leak or that the unit was not functioning properly. If we had a large leak as the company suggests post the initial home inspection and maintenance in 2013, I would like them to explain how we made it through the ENTIRE last summer (XXXX) without ANY problems or any further maintenance on the A/C unit. If we had that large of a leak, we would have had to immediately have the unit replaced. The fact that we had no further maintenance done on the A/C unit last year can be verified with our prior home warranty company as well. Fourth, for the company to suggest that they know exactly when a leak happened or over what time span a leak happened is bogus. Any good, licensed A/C technician will tell you leaks can happen at any point in time and for multiple reasons. Fifth, I have a receipt from May 10, 2014 from a completely independent and third party company (Action Repair) that wrote the unit was in "working condition" when they left the premises. It was also in "working condition" when they maintained the unit last year on June 18, 2013. If you call the company they will definitively tell you that they DO NOT leave A/C units in non-working condition. I will reiterate... we have a signed letter from the licensed home inspector stating that the unit was in working condition as of the date of the walkthrough (June 2nd was the walkthrough), we have a maintenance receipt from a completely independent 3rd party licensed A/C company stating that the unit was maintained on June 18, 2013, and we have a maintenance receipt from this same company which shows the unit was in working condition as of May 10, 2014 (this is actually written on the receipt). Finally, I would ask Home Warranty of America to explain to me what more I can do to prove that the A/C unit was not in good working order when 1) the company refused to send anyone out to my house to inspect my property when I signed the contract with them (ask them about this and they will confirm that they refuse to send an inspector out on their behalf prior to ANYONE signing a warranty contract with them) and 2) I have two licensed companies/professionals stating that the A/C unit was in working condition at multiple points in time (before and after I signed the contract with them). Additionally, you will notice that their reasons for denying my claim have once again changed. They no longer argue that what I sent them was an "appraisal" or not a "valid inspection report." Unfortunately, this is the game they play with consumers and why the company has received so many complaints via the BBB website. The company should be investigated by state regulatory agencies and either shut down or fined for their unlawful practices against consumers. If you have any questions, don't hesitate to reach out. ******* ***** XXX-XXX-XXXX Final Business Response /* (4000, 13, 2014/06/27) */ June 27, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL XXXXX Re: ********: *****: NY-XXXXXX Dear Ms. ******: We received the customer's response and would like to respond accordingly. The replacement of a unit with a known refrigerant problem is not covered under the warranty contract. (Per Section I.C, requires the unit to be in place and in proper working order) The warranty will not be providing the customer $5K+ for a replacement, which is not covered under his contract. The inspector stated that the unit was cooling when he returned to the home for the second inspection, but he did no tests to the AC System. Additionally, we know in that time period, a technician came to the property under a maintenance contract and charged the unit, which they did again in May of this year. The customers contract provides coverage for "Unknown pre-existing conditions" defined as " HWATM will repair or replace a covered system or appliance that fails or identified due to an associated failure that was either pre-existing or not properly matched in size or efficiency, and/or improperly installed prior to or during the contract term, provided that it was unknown or could not be known to the seller, buyer or agent by a visual inspection or simple mechanical test prior to the start of the contract." As illustrated by the customers invoices from his vendor, a pressure adjustment (freon was added) was done to the system in 2013, prior to the contract. This was done again in May 2014, confirming a known leak in the system. We have come to an agreement with the customer, to resolve the issue. If you should have any questions or concerns, I can be reached at extension 751. Sincerely, ***** ***** Customer Service Manager Final Consumer Response /* (4200, 11, 2014/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Ms. ******: I must reject the solution proposed by Home Warranty of America. A reimbursement of $210 is certainly nowhere near adequate for the replacement cost of an entire A/C system (~$5K+), which is covered by my contract. If the company would like to make a more reasonable offer, I will consider it. Again, as the company themselves have stated, the home inspector found no issues with the A/C system and noted that it was cooling properly and in working condition during the walkthrough (June 2, 2013). After we closed on the home, we had a regular annual maintenance of the system performed by Action Repair (June 18, 2013). The company left the unit in working condition and no mention of a leak in the system was ever reported by the licensed technician from Action Repair or written on the maintenance receipt. Again, adjusting pressure on an A/C system is normal maintenance (particularly on a newly purchased home) and DOES NOT by itself indicate a leak or unit failure. In addition, Action Repair has stated that the unit was left in working condition on this date (June 18, 2013) as well as on May 10, 2014 when they came out to perform annual maintenance this year. The unit worked throughout the entire summer of 2013 and cooled the home properly. No further maintenance was needed on the unit during the entire summer 2013 (and we can confirm this with our previous home warranty company). Additionally, the unit worked for the first several weeks of spring 2014. The contract with Home Warranty of America began on November 15, 2013. At the time we signed the contract, the unit was in good working condition and had been cooling the home. The fact that the unit was in working condition has been noted by two separate professionals. The company refused to send out their own inspector prior to my signing of the home warranty contract, despite my request. Additionally, they continue to tell customers that they refuse to send out a home inspector on behalf of the company. Obviously, this is a tactic the company uses to later come up with bogus reasons to deny legitimate claims. Finally, as the company has stated previously, we have purchased the OrangePlus plan with them which covers any potential "pre-existing conditions." Both of the professionals/companies that came to my house and looked at the unit stated that it was cooling and working properly. So, there was no "failure" of the unit. My contract states the following regarding the OrangePlus plan: ORANGEPLUS INCLUDED: Increases toilet replacement of like quality up to $600 - Increases professional series appliances to $2,500 - Removal of all defective equipment that is replaced by HWATM under the terms of this contract -Unknown pre-existing conditions and Unknown improperly matched and/or installed systems defined as follows: HWATM will repair or replace a covered system or appliance that fails or identified due to an associated failure that was either pre-existing or not properly matched in size or efficiency, and/or improperly installed prior to or during the contract term, provided that it was unknown or could not be known to the seller, buyer or agent by a visual inspection or simple mechanical test prior to the start of the contract. HWA will pay no more than $750 per contract for any unknown improper installation. If a service request is made pursuant to this contract option, HWATM reserves the right to request a copy of any visual or mechanical test that may have been performed by a home inspector or other licensed mechanical contractor. Feel free to call with any questions. ******* ***** XXX-XXX-XXXX

7/7/2014 Problems with Product/Service
7/7/2014 Billing/Collection Issues
7/7/2014 Problems with Product/Service
7/1/2014 Problems with Product/Service
7/1/2014 Problems with Product/Service | Read Complaint Details
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Complaint: i have purchased a home warranty plan online on 06/16/14. in the terms it stated "effective: immediate", dates of contact 06/16/14-06/16/15, 12:01am. next morning my wife told me it was too hot on the second level of house. I thought A/C stopped working and called to make a claim. The rep told me who is going to come to do the repairs and there is a "diagnostic" fee of $60 payable to a technician. I called to this technician to confirm. As of 2pm and 84F, the same day he has not shown up. i called him to find out his ETA. He informed me of call being canceled. I called to HWA to find out why. They tried to accuse me of making a bogus claim. They have a phone conversation recording me saying that "it was working yesterday and not cooling in the morning, why i made a claim".

Desired Settlement: to repair A/C under service agreement ASAP.

Business Response: Initial Business Response /* (1000, 5, 2014/06/20) */ FW: BBB Complaint Case# ******** (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX) 1 message **** ****** <*******@hwahomewarranty.com> Wed, Jun 18, 2014 at 2:13 PM To: ********* *******" <*******@chicago.bbb.org> *******, Mr. ********* went online to our website at 8:50 PM Monday night, and ordered a warranty contract on his home. At 8:42 AM, the following morning, he reported that his AC unit was not cooling properly. When asked when he noticed the issue, his initial statement was "last night it stopped cooling.", and that it was "running all night non-stop". Per the warranty contract, section I.C., all appliances and systems are required to be "in place, and in proper working order, on the effective date of this home warranty contract." Since the contract was ordered on the evening of 6-16, and was not working properly on the evening of 6-16, the warranty would not address this failure. We called the customer to review the information received, and he disconnected the call. Thanks, **** ****** Claims Special Handling *******@hwahomewarranty.com Home Warranty of America/Direct Energy Protection Plans XXX-XXX-XXXX x722

6/30/2014 Delivery Issues | Read Complaint Details
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Complaint: I PURCHASED HOME WARRANTY INSURANCE POLICY number MD-XXXXXXX EFFECTIVE 12:01 am 05/15/2014 TO 05/15/2015. COVERING HOME APPLIANCES, All-Star - DTC $369.00 Air Conditioning $119.40 Premium Coverage $60.00 Stand Alone Freezer $35.00 Green-Plus $75.00 Refrigerator's Ice Maker $15.00 2nd Refrigerator $35.00 Garage Door System, ETC. UPON RETURNING HOME FROM WORK ON MAY 21, 2014, MY SPOUSE INFORMED ME THAT THE AIR CONDITIONER UNIT UPSTAIRS IS NOT COOLING BUT BLOWING WARM AIR. I CALLED HOME WARRANTY OF AMERCIA (HWA) TO FILE A CLAIM. HWA GAVE ME CAIM #XXXXXX AND ASSIGNED THE UNIT REPAIR TO ***** SERVICES HEATING, AIR CONDITIONING & APPLIANCES. I PAID THE TECHNICIAN MY DEDUCTIBLE OF $60 on MAY 23, 2014 AND HE ISSUED A RECEIPT. ON THE RECEIPT, TECHNICIAN STATED THAT "COMPRESSOR IS PULLINGTOO MUCH AMPRAGE, UNIT IS GOING TO NEED NEW COMPRESSOR". HWA DID NOT AUTHORIZE ***** SERVICE TECHNICIAN TO REPLACE THE COMPRESSOR OR COMMUNICATE THE NEXT ACTION PLAN TO ME UNTIL I CONTACTED HWA ON MAY 26, 2014 AS TO THE STATUS OF MY A/C REPAIR. I WAS TOLD IT HAS BEEN REASSIGNED TO A DIFFERENT COMPANY - ******** AIR SOLUTIONS, LLC. I CONTACTED THE NEW COMPANY ON MAY 26, 2014. THE TECHNICIAN WANTED TO KNOW WHAT WAS WRONG WITH THE UNIT. I TOLD HIM WHAT WAS WRITTEN ON PRIOR TECHNICIAN'S NOTE. ******** AIR SOLUTIONS, LLC' TECHNICIAN CAME ON MAY 29, 2014 AND I PAID ANOTHER $60. ON HIS ISSUED RECEIPT, HE STATED - "CUSTOMER EXPLAIN THAT THE LAST TECHNICIAN WAS THERE SAY THE COMPRESSOR WAS BAD. TEST ALL WIRING CAP, POWER AND THE COMPRESSOR WONDERING IS BAD NEED NEW COMPRESSOR OR A CONDENSER CAUSE THE UNIT FIN THEY ARE BEND ALL AROUND THE UNIT". ON JUNE 6, 2014, I CONTACTED ********* REPAIR. THE TECHNICIAN DIAGNOSES WAS "COMPRESSOR LOCKED UP". IN HIS ISSUED RECEIPT, TECHNICIAN STATED - "COMPRESSOR LOCKED UP, REPLACED COMPRESSOR. PURCHASED COMPRESSOR FROM **** DISTRIBUTOR ********* MD WARRANTY 1YR ON COMPRESSOR AND LABOR WORK COMPLETED AIR TEMP 55 DEGREES AT START UP UNIT WORKING PROPERLY AT THIS TIME. PAID IN FULL CHECK #168". $1,328.00

Desired Settlement: FULL REFUND OF ALL EXPENSES INCURRED.

Business Response: Initial Business Response /* (1000, 5, 2014/06/17) */ June 17, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********* **********: MD-XXXXXXX Dear Ms. Garcia: We received the customer's complaint and would like to respond accordingly. The customer entered into a contract with us on May 15, 2014. He purchased our All star contract. Six days later, the customer called to advise of an Air conditioning issue. He stated that after running the upstairs unit for 3-5 days this season, the unit was not cooling properly. We opened the claim and assigned a technician to investigate the issue. On May 26, 2014, the technician inspected the unit, and found the unit tripping the breaker. He could provide no diagnosis as to why this was happening. Our only option was to send a second opinion, which we did on May 26. 2014. The customer advised us that the second opinion technician came out on May 29, 2014, but again the technician did not provide us a diagnosis. We called the technician again on June 2, 2014, and getting no information, we called another technician that could service that day. That technician went out, and found a 14+ year old compressor, that was no longer pumping, due to normal use. Per the technician, the failure would not have occurred in only 3-5 days of usage. Per our contract, section I.C, the warranty requires that all systems and components "Are in place and in proper working order on the effective date of this home warranty contract." Since this was the first time the air conditioner was used under the contract and the diagnosis was that the failure of the compressor would not have occurred in 3-5 days usage, the unit would not have been in proper working order on the effective date of the warranty contract. That day, the customer was called and advised that the AC issue would not be covered. Upon receiving the customer's complaint, we contacted the customer to review the issue, and offered a full refund of the two payments he had made towards the coverage, upon receipt of his request to cancel. The customer declined. If you should have any questions or concerns, I can be reached at extension 751. Sincerely, ***** ***** Customer Service Manager Initial Consumer Rebuttal /* (3000, 7, 2014/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) See attached file Final Business Response /* (4000, 13, 2014/06/27) */ June 27, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********* **********: MD-XXXXXXX Dear Ms. ******* The ellipsis in the customers quote is due to three words, that the customer stated that are slightly unclear. The closest translation is, we haven't 'uh ran this' because it hasn't been hot at all. (Note we cannot quote 'uh ran this' but the rest of the statement is very clear.) The customer never spoke of frequent use of the Air conditioner, and changed their statement when the representative suggested 'a few times'. Since we deal with fraudulent activity on a normal basis, we have go with the original information that the customer provided when filing the claim, which was that the Air conditioner had not run under the contract. We do not dispute the type of unit the customer has. The customer did not speak of heat usage in reference to the claim. As far as temperature goes, the high was 80 degrees the day he purchased the warranty, and lower for the remainder of the six days the contract was in force. We have advised of the information that the technicians provided us. It appears the customer got other information, but the second technician did not provide a diagnosis to us. Had they done so, we would not have paid a third opinion to get a diagnosis. This is not a furnace claim, and to state again, the green plus coverage does not apply to air conditioning systems, or the customer's heat pump. Only the heating system, limited to furnace. The customer's reference to other's complaints and his attempt to assume non filed complaints has no bearing on this issue. We have made our only offer in reference to the situation. If you should have any questions or concerns, I can be reached at extension **** Sincerely, ***** ***** Customer Service Manager Final Consumer Response /* (4200, 11, 2014/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) see attached file

6/30/2014 Problems with Product/Service
6/30/2014 Problems with Product/Service
6/26/2014 Problems with Product/Service
6/20/2014 Problems with Product/Service
6/20/2014 Problems with Product/Service
6/18/2014 Problems with Product/Service
6/16/2014 Problems with Product/Service | Read Complaint Details
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Complaint: tenant at one of my rental properties informed my property manager the a/c was not working. my property manager immediately filed claim with HWA on 5/24/2014 which sent technician to check out the situation on 5/28/2014. the technician reported to HWA that the control board of the a/c has been damaged by water, which probably came from the rainfalls between 5/25 thru 5/27, and based on this diagnosis, HWA refused to cover the repair under the policy. I can understand how the water (probably due to the rainfall) may have damaged the control board, and even believe this can be another reason the a/c may not work properly. however, as I mentioned above, the a/c stopped working before the heavy rainfall, therefore the real cause of the a/c not working is not the water damage due to the rainfall, since there was no noticeable rainfall at least several days before the a/c stopped working, thus, water damage should be not cited as reason that the a/c does not work properly, and certainly not the base for refusing to cover the repair under the policy. in order to have this issue resolved quickly since the temperature has risen to the level of being uncomfortable for my tenant, I have to order service outside HWA and incurred the additional cost by myself.

Desired Settlement: I would like to get reimbursed for the additional cost incurred to have the a/c fixed because HWA refused to cover the repair based on unacceptable reason. the estimated amount is about 300.

Business Response: Initial Business Response /* (1000, 5, 2014/06/02) */ June 2, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: XXXXXXXX: Wu: TX-XXXXXX Dear Ms. ******* We received the customer's complaint and would like to respond accordingly. The customer entered into a contract with us on November 6, 2012. She purchased our All Star contract. On May 24, 2014, at 3:43 PM CST, the customer's property manager called to advise of an Air Conditioning issue. He stated that as of that day, the air conditioning systems for the house were not cooling. We processed a claim, and sent a technician to investigate. Upon arrival on May 28, 2014, the tenant advised that there was a circuit board problem. The technician performed a diagnosis and determined that a roof leak allowed water to leak into the system, causing the circuit board to fail. Per our contract, section VI.B.18 (HOME OWNER also agrees that HWATM is not liable for consequential, incidental, indirect, and secondary damages.), we would not be able to cover the secondary damage caused by the roof leak to their furnace. That day, we called the property manager to advise that the unit would not be eligible for coverage under the warranty, due to the failure being secondary damage from a roof leak. He stated that it did not rain until after the claim was filed (though per our research, it rained the previous week). We offered a second opinion, or to review the diagnosis with the technician, but the property manage denied both options, and just wanted it covered. Since we have no other diagnosis, we can only base our decision of the diagnosis we have, which would be that the issue is secondary damage from a roof leak and not covered. We would not reimburse the customer. If you should have any questions or concerns, I can be reached at extension **** Sincerely, ***** ***** Customer Service Manager Initial Consumer Rebuttal /* (3000, 7, 2014/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) it still sounds to me they just try to avoid paying for the repair since they cannot be sure the cause could be something else than the water damage as cited. although they offered to have 2nd opinion, I dont see how this would be different since I already have the a/c fixed on my own expense, and it may be impossible to really idenfity the true cause at this stage. plus, I will have to pay for another trade fee if the finding is the same, which I suspect will be as the technician will be selected by the company, which always gives one the at least appearance of conflict of interest. Final Business Response /* (4000, 9, 2014/06/03) */ June 3, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL XXXXX Re: XXXXXXXX: Wu: TX-XXXXXX Dear Ms. ******* We received the customer's rebuttal and would like to respond accordingly. Our technician provided a valid diagnosis, and when we were in a position to offer the customer an additional one (where we would have only charged a fee if the second opinion agreed with the first opinion), the customers agent declined twice. We would have sent the technician out with only the original claim information, as we always do, for an honest second opinion. We have a list of vendors that service the customer's area. They offer us competitive rates, for increased business opportunity. They have no motivation to falsely decline claims, as then they would not get paid for more than a diagnosis. It is more to a vendor's advantage to cover claims, because then they get paid for a diagnosis, as well as a repair. Again, since we have no other diagnosis, we can only base our decision of the diagnosis we have, which would be that the issue is secondary damage from a roof leak and not covered. Since we now cannot get a further opinion, we would not reimburse the customer. If you should have any questions or concerns, I can be reached at extension ***. Sincerely, ***** ***** Customer Service Manager

6/13/2014 Delivery Issues
6/13/2014 Problems with Product/Service
6/12/2014 Problems with Product/Service
6/9/2014 Problems with Product/Service
6/6/2014 Problems with Product/Service
6/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Purchase Date:Nov2012 Problem Date:Dec2013 (13 month warranty program) Case #XXXXXX This is the information we sent on Mar 20 and again on Apr 14 of this year: Repair or replacement of water heater. We have been in limbo trying to resolve the issue of repairing or replacing the water heater. It started when call was placed in early December because of a leak coming from the top of the tank. The call was made to get a repairman out to the residence, but they could not come out for several days. In the meantime, there was concern about the condition of the deck the heater was sitting on. Water damage had cause the wood to buckle, which in turn left the heater in a precarious position to fall and damage the water pipes in the wall. I took it upon the need to remove the heater and damaged deck before farther damage incurred. The heater and damaged deck was moved to the garage. (still there) When the repairman arrived a few days later, his initial inspection showed possible tank break. (the heater is 19 years old) He took this information back to the Warranty people, and a decision was made that the heater needed to be hooked up and turned on to make a determination whether to repair or replace. Because the pipes were soldered on (needed to be cut to remove) and the deck the heater was sitting on removed, it made placing the heater back and reconnecting impossible. This explanation was made fore, but to no avail. Since the need of a water heater was paramount (mid-December) a new heater was purchased and connected and deck fixed, using our funds. We now ask Home Warranty of America to honor the contract by reimbursing the purchase of the water heater (receipt can be provided). Labor and materials will be on us. Or, if you feel that a repair would have solved the problem (common wisdom would question repairing a 19 year old broken tank), then we would settle for what it would cost to do the repairs. We sincerely ask for your assistance to resolve this unfinished issue. Thanks ****** *****

Desired Settlement: As stated of previous text: We now ask Home Warranty of America to honor the contract by reimbursing the purchase of the water heater (receipt can be provided, approx $400). Labor and materials will be on us. Or, if you feel that a repair would have solved the problem (common wisdom would question repairing a 19 year old broken tank), then we would settle for what it would cost to do the repairs. Estimate $300

Business Response: Initial Business Response /* (1000, 5, 2014/05/27) */ May 27, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********* *****: TX-XXXXXX Dear Ms. ******* We received the customer's complaint and would like to respond accordingly. The customer entered into a contract with us on November 20, 2012, which ran through December 20, 2013. The contract is now expired. On November 23, 2013,(Saturday) at 10:33 AM CST, our customer filed a claim online for her water heater. The customer reported that she heard the water heater leaking water as of Friday morning. We assigned the claim to a service technician to diagnose the unit. Per our contract, Section III.B, "HWATM will initiate service within 48 hours." The customer was called on November 25(Monday), and an appointment was scheduled for the following day. On November 26th,(Tuesday) a technician found the unit disconnected in the garage and could not troubleshoot or diagnose the disconnected unit. Per the contract in Section I.C., we require that eligible systems and components "Are in place and in proper working order on the effective date of this home warranty contract.". When the unit was removed from its proper location within the home, it was no longer "in place" or eligible for coverage. We spoke to the customer on November 29, 2013, and offered to allow them to put the unit back in place, and reinstall it, so we could send a tech to diagnose the failure. We did not hear back from the customer until we called the customer on February 14, and were advised that they did not pay their required Trade fee. Per contract section III.D, "You will pay $60.00 or $75.00 (see the front of this contract for specific trade call fee) for each trade service call, ("Trade Call Fee") or the actual cost, whichever is less." One month later, the customers father called back, wanting someone to come out and diagnose the unit. We asked him if it had been reinstalled, and he told us it had not, and would not be. Thus, as the unit was no longer in place, It would not be covered under the contract. Upon receiving the customer's complaint, we called the customer to address the issue, and spoke again to the customers father. He stated that he removed the tank from the house. We advised that, as the unit is no longer in place, we could not provide coverage. We cannot confirm a failure with the unit, nor can we determine if this was the water heater that was in the property. Thus, we would not pay to have the unit repaired or replaced. If you should have any questions or concerns, I can be reached at extension **** Sincerely, ***** ***** Customer Service Manager Initial Consumer Rebuttal /* (3000, 7, 2014/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) To clarify coverage. The warranty states that systems and components are in place and in proper working order on the effective date of this home warranty contract. This would mean that "effective date" being the date of contract purchase. And yes, the unit (water heater) was in place and in proper working order on the date of contract purchase. And no, the unit was not in working order at time of breakage. And removed from it's place to prevent farther damage, as stated in original complain. "Effective date" can and does have different meanings to different parties. I believe, removing it from original place (for good reason) does not constitute a breach of contract. Second, it took 72 hours for a technician to come out to the residence. HWA did not consider the situation as an emergency due to that no peril to life was evident. Although, as stated, farther damage to structure would have incurred. Third, the technician did not request a payment of trade fee at time of visit, because no work or inspection was performed. The fee has been paid since then. And final, it is outlandish that HWA would think that the water heater is not the original unit. Such accusations are unwarranted. If HWA decides comments questioning what's the original item being covered, then they need to be proactive and have someone go to residences and record all items that will be covered, because many items will be of older models. Case in point, the water heater had 19 years of operation. And what is the average age of water heaters to operation? Final Business Response /* (4000, 9, 2014/06/04) */ June 4, 2014 ******* ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********* *****: TX-XXXXXX Dear Ms. ******* We received the customer's rebuttal and would like to respond accordingly. We will address by number, to follow our former customer's pattern. First, the unit is no longer in place. Though the customer's reasons for removal may be valid, we cannot determine if there is a problem with the unit, because the customer's father removed it from where it is supposed to be, and placed it (disconnected from water and power), in the garage. We cannot substantiate anything about the unit sitting in the garage. (Is there a failure? What caused the failure? Is the water heater from the house?) Second, the customer's father is fully aware that his daughter did not file this claim as an emergency. It was done over the internet, and there was never a call to our office to advise that the situation had worsened. Had he or the customer called our office to advise of an emergency situation, we could have addressed it prior to Monday when the technician called her. As it stands, he took it upon himself to remove and eventually replace the unit, and even though we offered to address the problem if the unit was restored to its proper location, he declined to do so. Third, we were advised that the fee was unpaid as of February 14, 2014. Since it has been paid now, that is no longer an issue. Finally, we are making no accusation. We are stating the fact that the water heater is sitting disconnected in the garage. We cannot determine a failure with the unit, what caused it, or if a failure has even occurred. We cannot determine if the water heater came from inside or outside the house. Our former customer can suggest that we proactively collect models and serial numbers from appliances and systems in the home, which is often done by real estate agents in many of the states we service. Unfortunately, it cannot be made a requirement. Similarly, the suggestion that age is a factor in this situation is a moot point. As the unit is no longer in place, we cannot determine a cause of failure. We offered to allow the customers father to reinstall the unit, so the failure could be seen, and addressed. He declined. The warranty will not reimburse the customer for a repair or replacement that we cannot properly diagnose. If you should have any questions or concerns, I can be reached at extension **** Sincerely, ***** ***** Customer Service Manager

6/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Claim number is XXXXXX. I purchased a Home Warranty on my home a few weeks ago for $400 a year that includes AC repair. Everything in my house was under working condition including my AC unit. I went out of town a few days and turn my air on when I returned and notice it was not blowing out cold enough. I called Home Warrany on May 29th and they sent a repair guy to check my AC unit on June 2nd. I decided to call Home Warranty on June 3rd to check the status of my claim. They told me they would not be able to repair my unit because of pre existing damages and it has been messed up awhile.I have no idea what they are talking about I only use AC in the summer months. I feel like they were not much help to me at all.

Desired Settlement: I feel like I was lied to by the comany. I paid for a warranty for $400 a year that includes AC repair. Now my unit is messed up they will not repair my unit. I would like Home Warranty to honor their warranty and fix my unit. There is not anything in the contract that says they may deny service. If they are unable to repair I would like my yearly payment of $400 back and also the $75 cost for the technician refunded back to me.

Business Response: Final Consumer Response /* (450, 5, 2014/06/04) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated: I spoke with **** from Home Warranty. He informed me that they will not be able to cover the costs to fix my AC unit. He did offer me my full refund back if I cancel the contract and close my complaint with the Better Business Bureau. I have emailed him a letter stating that I would cancel the contract & close my complaint for a full refund.

6/4/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Contract #XXXXXXX Claim Number #XXXXXX Claim Date 5-6-14 Came out on Saturday May 10,2014 from ***** (in ********* ********** Technician said the refridgerator was leaking freon & oil and that they no longer use this type of freon that was in the refridgerator (new codes on freon) Service Technician notes reported: "Sealed System Problem/We don't service R12 (Freon) Systems/Called Home Warranty & Advised" We moved the refridgerator to the garage on May 11th after the technician was out to service on May 10, 2014. See notes above from his findings. We called the Home Warranty of America on Monday May 12, 2014 to find out what are next steps are in reimbursing the unserviceable refridgerator, according to their contract. We were told on Monday they are sending out another repair technician from the excate same company **************** *** that was dispatched previously. (We knew nothing regarding a 2nd repair technician would be dispatched out on Tuesday May 13,2014 from our Technician that came out on Saturday May 10, 2014. 2nd Technician noted: that the hi-side leak comp Def R-12 system. Home Owners Warranty of Amercia denied claim on Tuesday May 13, 2014 because we (homeowners) moved the freon/oil leaking refridgerator to the garage.

Desired Settlement: A fair amount to replace the refridgerator that is unserviceable.

Business Response: Final Consumer Response /* (2000, 6, 2014/05/20) */ RE: Case #XXXXXXXX 2 messages ********@frontier.com <********@frontier.com> Mon, May 19, 2014 at 4:56 PM Reply-To: "********@frontier.com" <********@frontier.com> To: "*******@CHICAGO.BBB.ORG" <*******@chicago.bbb.org> Hi ****, We had filed a complaint against Home Warranty of America (Case#XXXXXXXX) last Thursday evening from ***** ****, and had already received a phone call from **** w/the company at ext **** making the dispute correct. So I would like to withdrawal the dispute against the company. Any questions feel free to give me a call at (XXX) XXX-XXXX. Thanks, ***** **** ******* ******* <*******@chicago.bbb.org> Tue, May 20, 2014 at 9:12 AM To: "********@frontier.com" <********@frontier.com> Good Morning Mr. ****, Thank you for your response. I will enter this email to your complaint. This complaint will remain on the business profile for 36 months. Thank you Consumer Response /* (3000, 10, 2014/06/04) */ ********@frontier.com <********@frontier.com> Wed, Jun 4, 2014 at 10:05 AM Reply-To: "********@frontier.com" <********@frontier.com> To: "******, *******" <*******@chicago.bbb.org> case# ******** ***** ****, I spoke with a gentleman named **** his extension was ***. **** said the check would be send out and it's been three weeks. We have not heard a word back. Thank You ***** **** Business Response /* (4000, 12, 2014/06/04) */ FW: BBB Complaint Case# ******** (Ref#36-28001705-********-11-3101) 1 message **** ****** <*******@hwahomewarranty.com> Wed, Jun 4, 2014 at 12:21 PM To: "******, *******" <*******@chicago.bbb.org> The customer is incorrect. It has only been two weeks. Their reimbursement is in process, and they will have it in approx 2 weeks. I have advised them of the timing, and they have advised me they are re-closing the complaint. **** ****** Claims Special Handling *******@hwahomewarranty.com Consumer Response /* (2000, 14, 2014/06/04) */ ********@frontier.com <********@frontier.com> Wed, Jun 4, 2014 at 12:40 PM Reply-To: "********@frontier.com" <********@frontier.com> To: "******, *******" <*******@chicago.bbb.org> case #******** **********. Spoke with **** at 1:20 PM today the 4 th of June in regards to the check. The matter has been resolved. Check will be sent out by 16 th of June. Thank you for your help, ***** ****

6/2/2014 Problems with Product/Service
5/30/2014 Problems with Product/Service
5/30/2014 Problems with Product/Service
5/29/2014 Advertising/Sales Issues
5/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Home was purchased in April with a Home warranty attached. During the second week of May the A/C was no longer working. I called the home warranty company and explained the situation. They informed me that I had no proof that the A/C was ever working and that they were refusing to cover the issue. They claims employees asked leading questions to get the responses they wanted in order to deny the claim. I and my wife tried to correct the responses but they notified me that they would only review the initial response regardless of any further evidence. Even though I have had the home for a month and a half they do not consider that as having proof of the nature of the items in the home. The purpose of the home warranty was to protect me against any issues we might have with the house. Apparently with this company that is not the case.

Desired Settlement: Full refund of preium or to honor contract and fix issue.

Business Response: Final Consumer Response /* (450, 5, 2014/05/29) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated: I spoke with ****, a manager at HWA, at 10:31 on 5/29/14 about the issue. He stated that HWA would issue a full refund of the home warranty contract. He also mentioned that the refund would be expedited.

5/28/2014 Billing/Collection Issues
5/28/2014 Problems with Product/Service
5/27/2014 Billing/Collection Issues
5/26/2014 Problems with Product/Service
5/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sump pump covered in HWA warrenty failed within 2 weeks of new homeownership, backing up sewage into basement. Needed to be fixed immediately. I contacted the previous owner of the home, who also is a contractor for HWA, who came over, replaced the pump and billed me to send to HWA. HWA took several weeks to send the info of warrenty. When contacted, they were very rude, laughed at my wife on the phone and said to her "we will NEVER pay for that" because we didnt contact them first. We didn't know that we had to because they were slow on getting us their information, even though we happened to use one of thier own contractors who also failed to mention that HWA 'requires' to be contacted first.

Desired Settlement: We want our system covered as it should be. HWA had no problem accepting the money for thier warrenty, but when its comes to pay out, they refuse. I have submited the reciept they have asked for, and will not contact us back.

Business Response: Initial Business Response /* (1000, 5, 2014/05/14) */ May 14, 2014 ****** ****** Dispute Resolution Specialist Better Business Bureau 330 North Wabash, Suite **** Chicago, IL 60611 Re: ********* ******: MO-XXXXXX Dear Ms. ******* We received the customer's complaint and would like to respond accordingly. Our customer entered into a contract with us on February 10, 2014. On March 17, 2014, at 5:16 PM, our customer called to report that she had replaced her sump pump on March 5, 2014. We informed the customer a claim must be reported to us, so we can send a technician to perform the service, and we do not reimburse for service that we did not approve. Per the contract in Section III.A, You or your agen