Complaints

This profile includes complaints for Home Warranty of the Midwest, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Home Warranty of the Midwest, Inc

  303 S 2nd Ave Rock Rapids, IA 51246-1534

  
• 

  Home Warranty of the Midwest, Inc

  PO Box 1 Rock Rapids, IA 51246-0001

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My oven stopped working 2 weeks ago. I took it apart and found the heating element was broken. I ordered a new part myself & replaced, but it still did not work. I tested the new ********* was fully operational based on ohms reading. I called Home Warranty (HWI) to file a claim. They only had ONE option in the entire ********** area for appliance repair - that's ridiculous. He was difficult to get ahold of, was extremely late to his appointment, made me pay in cash & never gave me a receipt. He didn't call in his 'diagnosis' until the following week, after multiple attempts to contact him again. This experience alone, was an extremely bad look on HWI, let alone the final outcome.Once they received the service diagnosis, they called me back and said they determined that the Heating Element was the primary source of failure, and that caused the electrical issues to take place, and so any wiring / electrical / circuit board problems or failure are considered "Subsequent Damages" and are not covered under their 'Limits of Liability' section. This is the definition of hiding behind fine print in order to get out of paying out a claim. I had to pay $100 for the tech to tell me there was nothing he could to to repair the oven, and then be told that they don't cover "subsequent damages," even though the primary failure was immediately linked to, and in conjunction with the overall failure. I have been without a working oven for 2 weeks waiting for this process. They agreed to go "above & beyond" & pay $275, when in reality it's $175 after the deductible I already paid. The 'subsequent' damages clause is makes no sense here, and I believe this goes against #2 in their "COVERAGE" section of the agreement. $175 is not close to "what we would expect topay for parts and labor." $175 toward a new oven is nothing, when I'm paying a monthly premium expecting that damages and repairs would be covered upon failure. I just believe the agreement to be extremely misleading.

  

  Business Response

  Date: 10/31/2022

  We have reached out directly to ****************** to resolve and believe we have reached an amicable solution.  We appreciate his continued business and are available should he have any further issues or concerns. 

  Customer Answer

  Date: 10/31/2022

   
  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,
  
  ***********************

• Initial Complaint

  Date:09/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unfulfilling claims in full based on the signed policy following acquisition of my home. Activating my Home Warranty with this company was unprofessional and the experience dejecting.1) Claim #1: I was in February 2022. The dryer began to have heating issues and when the tech came it was identified there was more than just the heat as a problem, I was told they'd give a couple hundred bucks towards a new dryer. I could not go out and get one as I had JUST lost my job at the time and could not go and buy one myself. Borrowing a spare for now 2) Claim #2: AC went out. Tech came out. He confirmed the problem and processed it with Home Warranty **** They circled back and said we can give ya a few hundred bucks (basically for parts I assume.)Copy/Paste of my warranty policy in action:** ONE:"Buyer coverage (standard): Coverage is limited to $2,500 [...] 1. Heating and Cooling Units "COVEREDUp to 2 heating and [...] including blower fan motors."This is why my furnace claim exists.** TWO:"1. Agreement provides for repair (including parts and labor) or replacement on all items for which coverage has been purchased (subject to terms and limitations of this Agreement) [...]We may provide cash in lieu of repair services. This amount is based on what We would expect to pay (which may be less than retail cost) for parts and labor for covered items less the incurred cost of the contractors diagnosis. Items for which parts or technical information are not available due to government mandated restrictions, parts availability, non-readable or missing make, model or serial numbers will be assessed a repair estimate based on a comparable repair."**Cash lieu's disqualified as no lieu qualifications are met: Thus I'm due for full repair coverage. Tech has my part in possession, and details on unit are 100% accessible and physically intact.

  

  Business Response

  Date: 09/19/2022

  **********************,
  
  Thank you for contacting Home Warranty of the Midwest ****with your concerns regarding your recent claims with us.  We strive to help our customers with offsetting the costs of major repairs to the mechanical systems of their home.
  Your claim on the dryer in your home was determined by the technician to have three parts failed, not related to each other, and concluded that the total repair would be $490.00.  Our claims department informed you that Home Warranty of the Midwest **** would cover our portion at $257.00.  This amount is based on what we would expect to pay less the incurred cost of $75.00 for each failed part.  The terms and conditions of the agreement under COVERAGE #1, reads in part:
  
  Agreement provides for repair (including parts and labor)or replacement on all items for which coverage has been purchased (subject to terms and limitations of this agreement), less a $75 service fee per incident or actual cost of service, whichever is less, payable to the company providing service. Per incident is defined as a single failure occurring within a single unit or location, requiring a single repair
  
  Home Warranty of the Midwest **** may also allow our customers to replace an item with the approved reimbursement.  We require the submission of proof of repair, or replacement prior to issuing reimbursement.  The claim on your dryer is still open and we await these documents to issue the reimbursement.  We also noticed a discrepancy in our calculation and have changed the reimbursement amount to $265.00.  We apologize for this error.
  
  The second claim for your a/c unit was diagnosed by your technician as a failed blower motor.  Our service department researched the cost of the part number given to us by your technician at $350.00. The service department included Labor of 2.5 hrs at $100/hr., and the service fee of $100.  The total was $700.00, less your deductible of $75.00 for a reimbursement to you of $625.00. 
  
  Home Warranty of the Midwest **** is honoring our agreement by providing the cost of the repair for the blower motor and labor costs. The terms and conditions of the agreement as quoted above.  Home Warranty of the Midwest **** has not been informed of any other issues with your a/c unit.
  
  We apologize for any misunderstanding. However, Home Warranty of the Midwest **** has fulfilled our obligations under the terms and conditions of the agreement and will not be issuing any additional monies. 

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 18028218
  
  I am rejecting this response because:
  I guess well be taking this up with the Attorney General if we cannot resolve this here. Never been part of an ongoing BBB complaint before Im accepting the $625 to have my a/c repaired as you stated as my home needs the maintenanced part, but will be seeking additional monies to REIMBURSE the additional costs incurred by LABOR AND PART as stated under COVERAGE #1 as clearly stated yourself spent from out of pocket. This needs done before repairs are disqualified from lack of action and colder nights hit in my area. He will be in tomorrow 09/20/22 to do the repair.

  COVERAGE
  ***1. Agreement provides for repair (including parts and labor) or replacement on all items for which coverage has been purchased*** (subject to terms and limitations of this Agreement), less a $100 service fee per incident or actual cost of service, whichever is less, payable to the company providing service. Per incident is defined as a single failure occurring within a single unit or location, requiring a single repair. If the repair is not covered by Us, the customer is responsible for the full cost of the service call.

  You have yet continued to fail to explain WHY under Coverage 1, as you said yourself, why PART AND LABOR is not 100% covered by Home Warranty **** There is no transparency on how youre assuming my responsibility to pay on this partially when *** clearly cited further down in the policy that my pre-requisites have not been met for the the furnace alone. The ONLY thing that pops out 100% uncertainty on terms of cash lieu is government mandate. This has yet to have been touched and the failure of the single blower part of this furnace seems to remain qualifiable to the terms in Coverage #1. In terms of the dryer not one time in our previous interactions do I recall being offered a reimbursement if I were to go get a new appliance. Just partial funds. The FURNACE was covered by default by the policy.

  The DRYER was covered by default by the policy. But though three parts were identified it was bad Im out of awareness on this topic but do recall the reason I called in was due to drying issues, assuming it was one because   the core function of the dryer failed (leaving stuff wet,) which is why the repair gentleman was called in the first place. What were the three failed parts in that report?

  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/21/2022

  The failed part on your furnace was diagnosed by the technician as a blower motor.  Home Warranty researched the cost of a blower motor for your furnace unit.  We determined this cost to be $350.00.  Home Warranty is not responsible for the mark up in products, trip charges, gas surcharges, mileage, etc.  Home Warranty also compensates for the time allotted to install the product.  This compensation is currently at $100.00 an hour.  This rate is determined by averaging service calls across the U.S.  These wages are published online if you choose to verify this information.  Home Warranty is not responsible for what a service technician who comes to your home charges above or below this number. Your blower motor was determined to be approximately a 2.5 hour job. 
  
  Your dryer was diagnosed as failed drum, failed rollers and failed temperature control as per the technician who came to your home. The dryer IS covered under the Warranty agreement.  The dryer IS NOT covered by default. 
  
  Home Warranty does not believe we are being misleading or unfair in our pricing or reimbursement amount.  You do have open claims with us, that we will honor.   For reimbursement, please submit a paid receipt to ********************************** and we will gladly reimburse you the amount stated.