Complaints

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

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  Home Warranty of America

  2147 State Route 27 Fl 4 Ste 400 Edison, NJ 08817-3365

• 

  Home Warranty of America

  90 Washington Valley Rd Bedminster, NJ 07921-2118

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

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved into a new home in Jan 2025 and as part of the home purchase, a policy from Home Warranty of America was acquired. We have the platinum protection plan with the additional premium appliance upgrade to cover our Thermador appliances and increased limit. At the end of June, our fridge stopped cooling. Home Warranty of America sent a technician out to look at our fridge who diagnosed it with a failure in the closed system, resulting in the unit not cooling. The technician advised they would submit the issue to Home Warranty. On July 1st, 2025 the technician submitted the issue to ***. The same day, I received an email indicating a message had been posted to the claim by *** but the message was blank and the claim status was moved to completed. In July 2nd, I received an invitation to schedule a call with a case manager, which I arranged for July 7th. We received no email, phone call or other communication explaining why this was done, and why trge claim was closed. On July 4th the technician called and advised us they still had not heard from *** but assumed it was due to the holiday. On July 7th, I received a call from the technician indicating work was not approved as the appliance was under warranty- no one from *** communicated this to us in any matter. I waited for the case manager to call at our scheduled time on July 7th, and she did not call. Since then I have sent 8 emails to the case manager and they either bounce back or have gone unreplied to. I have called the case managers number provided, and the general claims number and left request for call backs at least 8 times and have yet to receive a response. Our policy contract has been paid and we just want to utilize the services we have paid for and speak to someone regarding our claim, but any attempts at communication have gone unreturned.

  Business Response

  Date: 07/23/2025

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 18938207).
  
  On May 18, 2025, the customer placed a claim stating the refrigerator was omitting a high-pitched noise that stopped when the door was open. Following, the noise ceased but the refrigerator was running loudly. *** scheduled Omega Force Appliance Repair for 5/23/25. Based on the diagnosis received, *** authorized the technician to replace the control module and fan motor.
  
  *** did not hear from the customer regarding this matter again until 6/9/25 wherein she stated the technician completed repairs but the unit was still making a loud chugging noise. Thus, *** recalled Omega Force Appliance Repair for 6/13/25. Please refer to section B(5) of the Service Contract, If work performed under this Agreement should fail within 30 days,We will correct the failure without a Service Fee.
  
  Based on the additional diagnosis, *** authorized the technician to replace the door opening module and door switch.
  
  On 6/22/25, the customer stated the technician reported to the home on Friday, 6/20/25. Although after they were out, the unit stopped cooling. Therefore, *** recalled Omega for 6/27/25.
  
  Based on the diagnosis received, it was determined the compressor failed and needs to be replaced. However, the part is under a manufacturers warranty.
  
  Please refer to section G(8) of the Service Contract, We are not responsible for any repair, Replacement, installation, or modification of: 1) any Covered Item arising from a manufacturers recall or defect of said Covered Items; 2) except for labor cost on appliances and as specifically described in the Platinum Plan Upgrade under Section D(15) for purchasers of the Platinum or Diamond Plan, any Covered Item while still under an existing manufacturers or distributors warranty.
  
  Though, the technician stated they do not obtain parts under manufacturers warranty and would need them to be supplied. As the policy does not cover for such, *** does not supply parts currently under a manufacturers warranty.
  On 7/2/25 and 7/7/25, an *** Case Manager reached out to the customer to no avail. A follow up call was made on 7/9/25 to no avail and an email was sent.
  
  On 7/17/25, *** spoke with the customer and stated multiple attempts were made to contact her. In addition, the compressor would not be covered as it was under a manufacturers warranty. The customer stated that she would be proceeding with our technician.
  
  As the customer has the Platinum Plan, *** agreed to reimburse labor at **** rates upon receipt of a paid repair invoice. The technician estimated 3-5 hours of labor. *** is pending the invoice from the customer at this time.
  
  *** requests this matter be closed.
  
  Thank you,
  ******** *.

  Customer Answer

  Date: 07/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a home warranty issue to repair or replace a failed item within the ******* refrigerator failed the last Friday of May and a claim was filed on June 3, 2025. A repair technician was scheduled to correct the problem on the 4th. The technician replaced what he thought was the failed component and left. The claim was closed but after talking with the warranty company the technician returned two more times on the 11th and 27th of June and replaced the circuit board and left. By morning the refrigerator was not working.I've called the warranty company several times and each time they said they called the manufacturer, *********, to get more information and still do not have a working refrigerator.The following dates were given over time to call back for an update of our claim - July 9, July 14 and now July 21.This may never ****** this a real warranty company or a scam, I need results from them now.

  Business Response

  Date: 07/18/2025

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

  Choice Home Warranty (CHW)apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 19201714). 

  Our most recent records indicate that *** has approved replacement of the refrigerator with a buyout in the amount of $818. 

  In accordance with sections 9 and 14 Limits of Liability of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacements will be of similar or equivalent quality and efficiency to those being replaced...We are not responsible for upgrading
  or matching color dimensions or brand) in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item."

  The customer was notified of the approval with the option of accepting and receiving a ****** eGift card or the option of clicking "decline" which will prompt assignment of a Case Manager for appeal handling.  Alternatively, should the customer wish to accept and receive a check in lieu of the eGift card, they may email ***********************************************************************************.  All payments are subject to 30 days processing.  

  Thank you,

  **** *.
  Consumer Advocate

  Customer Answer

  Date: 07/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ********* ******

  Customer Answer

  Date: 07/22/2025

  
  Complaint: 23609012
  
  I am rejecting this response because:  

  I have accepted the resolution from Home Warrenty of America and as stated by them, they will be sending a check for $818 to my address within 30 days. A gift card for ****** was not acceptable due to the distance from my home.

  
  

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

  Business Response

  Date: 07/22/2025

  ********* *., 

  *** has authorized payment in the form of a check in lieu of the ****** eGift card.  The check in the amount of $818 will be mailed within 30 days. 

  HWA requests this matter be closed. 

  Thank you,

  **** *.
  Consumer Advocate

  Customer Answer

  Date: 07/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ********* ******

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint regarding my experience with Home Warranty of America (HWA), now apparently operating under CHOICE Home Warranty. After being a loyal customer for over 8 years, I am appalled by the lack of transparency, inadequate customer support, and misleading practices that have occurred during a recent claim related to my stove top.I submitted a service request for a stove top that was malfunctioning.*** sent two technicians to inspect the issue.Despite their assessment and confirmation that the stove needed replacement, *** refused to cover the full replacement cost.They initially offered a $385 Lowes gift card, later increasing it to $485still far below the actual cost of replacing our stove, which is between $1,100 and $1,600.Major Issues:1.Underpayment: The offered reimbursement doesnt cover even half the cost of a comparable replacement. This violates the implied service value that customers believe they are paying ********** of Customer Support: There is no direct customer service lineonly a callback system, which leads nowhere. Communication is practically ***************** Notice of Acquisition: We were never informed that *** was acquired by CHOICE Home Warranty. There was no communication about how this would affect our coverage or claims process.4.Account Cancellation Without Notice: *** has now canceled our account, and I am unable to access the case notes or service records for this claim.5.Deceptive Practices: This experience has revealed what appears to be a pattern of lowball offers, poor service, and intentional avoidance of fulfilling full contract termsbehavior that borders on fraudulent.A full and fair reimbursement for the stove top replacement (within the $1,100$1,600 range, based on comparable models).Access to all records and notes related to my claim and policy.A formal investigation into ***/CHOICE Home Warrantys claim practices and customer service model.

  Business Response

  Date: 06/25/2025

  Stephanie
  W.,

  Home
  Warranty of America (HWA) apologizes for any frustrations the customer may have
  experienced regarding the stove claim (claim no. 19122385). 

  Our records indicate that the customer placed their claim for service on May 29, 2025, stating that the burners are not working properly. HWA dispatched Whirlpool Corporation to submit the diagnosis; however, they were subsequently removed from the work order as they were unable to locate the unit's data tag and were unwilling to return to the customer's home for reinspection.  

  As a result, the claim was returned to dispatch and reassigned to JP's Appliance Service.  Upon inspection, HWA approved replacement of the unit with a buyout in the amount of $389 in accordance with sections 9 and 14, Limits of Liability of the User Agreement, "We reserve the right to offer cash back in lieu of repair or replacement (replacements will be of similar or equivalent quality and efficiency to those being replaced.... We are not responsible for upgrading or matching color, dimensions, or brand) in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item." 

  The customer placed an appeal prompting assignment of a Case Manager, and it was explained that HWA offers cash back at Our cost which may be less than retail and that the amount does not account for brand, color, or dimensions. Nonetheless, the buyout was increased to $485, which the customer accepted on June 24. 

  After acceptance of the funds, HWA received two (2) chargeback disputes from the customer's bank disputing the service call fee in the amount of $100, in addition to a chargeback disputing the monthly premium in the amount of $58.60. Our records show that HWA authorized both chargebacks and the funds will be credited by the customer's bank accordingly. However, the chargeback disputes resulted in the contract being cancelled in accordance the Cancellation clause of the User Agreement, "..., in the event of Your fraud, material misrepresentation, failure to pay, or a substantial breach of Your duties under this Contract, cancellation may be immediate and without prior notice."  

  Therefore, the customer no longer has access to their account portal as the contract is now inactive.  Additionally, HWA is unable to provide the customer with a copy of the claim notations as this is proprietary in nature.  

  Lastly, with respect to their request for compensation in full, as outlined above, the customer is not entitled to full compensation. Nevertheless, in goodwill, HWA is pleased to offer the customer a buyout increase from $485 to $799 as a final offer.  The customer may confirm their acceptance by emailing [email protected].  Upon acceptance, a check will be mailed in lieu of an eGift card which will allow the customer to shop at a retailer of their choosing.  All payments are subject to 30 days processing. 

  Alternatively, should the customer wish to decline and continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in the contract. 

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

  Thank you,

  Lori McFarlane
  Consumer Advocate
  

  Customer Answer

  Date: 06/25/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23511743, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Tiara Davis

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a home warranty through Home Warranty of America (HWA) and filed a claim for a improperly functioning air conditioner (AC). When the policy was sold to us, it was presented that, for a claim, all we would need to do is make one phone call to them and they would have one of their "many" service providers contact us within ***** hours to schedule the service call. I called them Thursday, June 12, 2025 to file a claim that our AC was not functioning properly. I was told again that a service provider should be contacting me within 24 hours. Over 48 hours later there had been no contact so I called HWA again. I was told that they just put the issue into a queue and maybe the service providers were too busy. However; if I wanted to escalate it, I could do that and then they would actively start calling service providers and there should be someone contact me within ***** hours. I was sent an e-mail which offered the option of stopping the search if I wanted to start the "Reimbursement Process" whereby I could get a vendor myself and file for a reimbursement of costs. I had questions about this and discussed it at length with Resy and ****** at *** in the claims ***** An email was sent to me detailing the requirements to proceed with this "reimbursement process" and after over 4 days of waiting for a callback, I made the decision to proceed with the reimbursement process. I contacted ******** and they were able to send a technician out less than 24 hours later. I discussed with the technician the requirements enumerated in the e-mail for the reimbursement proccess and we, together, completed all the listed requirements and submitted it through ***'s website claim process. I was told that a claim approval should take no more than 10 minutes by both Resy and ******. After several hours, I called them and they said they required more work than was listed and the submission was not all they needed. They basically are changing the rules to avoid paying.

  Business Response

  Date: 06/24/2025

  Stephanie
  W.,

  Home
  Warranty of America (HWA) apologizes for any frustrations the customer may have
  experienced regarding the air conditioning claim (claim no. 19355497). 

  Our records indicate that the customer placed their claim for service on June 12, 2025, stating that the unit is not cooling properly. 

  Per section B(2) of the User Agreement, "Upon request for service, We will begin contacting Service Provider(s) within 4 hours. You will receive the name, phone number, appointment date and time upon acceptance of the request by a Service Provider. In some circumstances, it could take more than 48 hours for a Service Provider to accept the request." 

  On June 16, HWA assigned the work order to VMAX with an appointment scheduled for June 16; however, prior to the scheduled appointment, the customer requested to use the Claim Reimbursement Process which would allow them to select a technician of their choosing to submit the diagnosis for claim evaluation, which HWA approved.  Per section B(6) of the User Agreement, "We have the sole right to select the Service Provider." 

  On June 18, HWA received the diagnosis which reported that the system was low 5 lbs. of refrigerant with recommendation of full system replacement.  Based upon this information, HWA requested the technician provide their pricing to recharge the unit. Per section C of the User Agreement, "During the coverage period, Our sole responsibility will be to arrange for a qualified Service Provider to repair or Replace, at Our option..."

  However, as the technician refused to submit this information, HWA approved reimbursement at Our rates in the amount of $85 to recharge the system with refrigerant.  Later that same day, the customer contacted HWA and opted to terminate coverage. 

  No further action will be taken. 

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

  Thank you,

  Lori M.  
  Consumer Advocate

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May 2025, I filed a request online under the home warranty plan I purchased to repair a hot water heater and refrigerator. However, the home warranty company has neglected to locate a contractor to perform the repairs. When I requested permission to find a contractor myself and receive reimbursement, I was told this was not allowed because the work had already been assigned to a contractor.I contacted the assigned contractor, who stated they were arbitrarily assigned to the claim and have not accepted the work order. It has now been 1.5 months since my initial request, and I am still without a refrigerator and hot water.When I asked to speak with a manager, the customer service representative hung up on me. After calling back, I was told a manager would return my call, but I never received a response. My last attempt to contact the agency was on June 19, 2025.The agency has taken my money but is not fulfilling their obligations to me as a policyholder. I am requesting a full refund of my purchase because I will have to pay out of pocket for the repairs. Additionally, I have had to purchase another home warranty policy from a different company to ensure adequate coverage moving forward.

  Business Response

  Date: 06/24/2025

  Stephanie
  W.,

  Home
  Warranty of America (HWA) apologizes for any frustrations the customer may have
  experienced regarding the refrigerator claim (claim no. 19241347) and the water heater claim (claim no. 19144669). 

  Our records indicate that the customer placed the water heater claim on May 30, 2025, stating that there is no hot water.  HWA assigned Plumbers of Houston, LLC with an appointment scheduled for June 3; however, they were unable to keep the appointment due to scheduling conflicts, and the claim was subsequently returned to dispatch for reassignment.  Per section 7(B) of the User Agreement, "We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs." 

  With respect to the refrigerator claim, our records show the claim was placed on June 5, 2025, stating that the freezer unit is not cooling properly.  HWA assigned IB-Solutions - Houston TX with an appointment scheduled for June 9; however, they were also unable to keep the appointment due to scheduling conflicts. 

  Our records show that both claims are currently pending reassignment with the dispatch department.  

  With respect to the customer's request for a full refund, the customer is not entitled to a full refund upon request for cancellation in accordance withs section 8(D) of the User Agreement, "...if this Contract is cancelled after 30 days from the Contract Start Date, You will be entitled to a pro rata refund of the total purchase price paid for the unexpired term, less any actual Service costs incurred by Us and an administrative fee of the lesser of $30 or 10% of the total purchase price." 

  Nonetheless, in goodwill, HWA is pleased to offer the customer a partial refund in the amount of $1,411.50 which represents the paid premium in the amount of $1,501.50, minus service costs of $90.00. HWA has waived the cancellation fee in addition to waiving the pro-rated amount deducted from the refund.  Should the customer wish to accept as resolution to this matter, they may email [email protected]. 

  Thank you,

  Lori M.  
  Consumer Advocate

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Will not stop spamming my phone even after begging them to take me off their list.

  Business Response

  Date: 06/13/2025

  ********* *., 

  We have sent an expedited request to our ******************** to place Ms. ******** information on our do not call/do not email list. 
  
  If Ms. ******* continues to receive solicitations, please forward the phone number and/or forward the email that they received to ******************************************** subject line Continued Solicitation BBB Complaint ID ********, so we may revisit the issue.

  HWA requests this matter be closed. 

  Thank you,

  **** *.  
  Consumer Advocate

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Home Warranty of America platinum home warranty was purchased for us buy the seller of the house and is good until May 2026. The company sent us their warranty information book with all the details for the different plan levels and what is covered. On March 20th, 2025 we had a home inspection and the furnace was found to be fine. April 17th, 2025 the Home Warranty policy started. Being MInnesota we still used the furnace many different days. May 25th, 2025 before turning on AC unit we had service company out to clean airconditioner and furnace just as good practice. The service technician discovered cracks in the heat exchange and red flagged the furnace and shut off the gas to it. I called Home Warranty and filed a claim online. One May 29th, 2025 Home Warranty sent a service technician out that they contract with to look at the furnace. ******************** also found cracks and the same issues as the first *********** Home Warranty then requested a copy of our home inspection before buying the house which we submitted online like they requested. After review Home Warranty stated furnace was not covered because it was "7 days into the policy." Not certain where they came up with 7 days, as nothing on the timeline adds up to 7 days or even close to 7 days. So instead of paying for their portion they have marked the claim I filed as completed and done. In my view per their policy book they should pay out the up to $5000 for the cost of a new heat exchange and/or ********** far as I can tell they are falsely advertising a provided coverage and then not helping the customers they are said to help support and protect.

  Business Response

  Date: 06/12/2025

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 19074611). 

  Our records indicate that the customer placed their claim for service on May 27, 2025, stating that the unit is releasing carbon monoxide.  HWA dispatched ******************** who reported a crack in the heat exchanger.  Based upon this information, *** requested the customer submit a copy of the Home Inspection Report for further claim evaluation.  Upon receipt, *** requested the technician provide a pricing breakdown to account for the cost of labor to install the heat exchanger which is covered under the Trane manufacturer's warranty. 

  In accordance with section G(7) of the User Agreement, "We are not responsible for any repair, Replacement, installation, or modification of: 1) any Covered Item arising from a manufacturers recall or defect of said Covered Items; 2) except for labor cost on appliances and as specifically described in the Platinum Plan Upgrade under Section D(15) for purchasers of the Platinum or Diamond Plan, any Covered Item while still under an existing manufacturers or distributors warranty." 

  Prior to obtaining this information, the customer corresponded with *** requesting status of the claim. In error, the system automatically generated a response stating, "The diagnosis indicated the furnace heat exchanger is cracked and the claim was reviewed but found non-covered due to the timing of the failure."  Please be advised, the claim has not been denied due to pre-existing conditions.

  Our most recent records indicate that the claim has been returned to dispatch for reassignment due to the technician's refusal to submit their pricing breakdown. *** has also waived the service fee to ensure the customer does not pay a duplicate fee and will notify them of the appointment date upon acceptance of the work order.  

  Thank you,

  **** *.  
  Consumer Advocate

  Customer Answer

  Date: 06/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as they follow through with correcting issues and in a timely manner.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:05/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have every year filed about the air conditioner compressor having issues and it is 30 years old. They are every year doing patch work without replacing it. It costs me money for each person who comes out to do patchwork and I also pay a monthly fee for the home warranty. I would like the compressor replaced with a new one or given monetary compensation for me to replace it.

  Business Response

  Date: 06/04/2025

  ********* *.,
  
  Home Warranty of America (HWA) apologizes for any frustrations the customer may be experiencing. However, the customer has not placed a claim for service. Please refer to ************************ (1) of the Service Contact, You must notify Us as soon as a problem is discovered. We will accept Service Requests 24 hours a day, 7 days a week, 365 days a year.
  
  Should the customer need to place a claim for his air conditioner he may do so by speaking with a New Claims Representative or via the customer portal.  
  
  As no claim has been placed, *** requests this matter be closed.
  
  Thank you,
  ******** *.
  

  Customer Answer

  Date: 06/06/2025

  
  Complaint: 23401993
  
  I am rejecting this response because:
  
  I have filed a claim every year for multiple years and the equipment has not been replaced. I have been charged service fees each year for the both a/c compressors. I am not filing only to get charged again with no replacement. Is the business guaranteeing that they will replace both the units?
  
  Regards,
  
  ********* *******

  Business Response

  Date: 06/12/2025

  ********* *.,
  
  As previously indicated, the customer will need to place a claim for service. The customer placed a complaint with the ********************, for service she has not requested.
  
  Regarding prior HVAC claims placed, a service call fee is due to the technician per the Service Contract to diagnose the failure of the unit.Per section **************** (3), You must pay the Trade Call Fee for each Service Request in advance of any Services being scheduled. The Trade Call Fee applies to each Service Request dispatched and scheduled, including but not limited to those Service Requests wherein coverage is deemed excluded or denied under Your Contract.
  
  The customer has been with *** since 2019 and placed several claims for service. Therefore, the customer is aware of our standard process.
  
  *** requests this matter be closed as no recent HVAC claims have been placed to date by the customer.
  
  Thank you,
  ******** *.

  Customer Answer

  Date: 06/16/2025

  
  Complaint: 23401993
  
  I am rejecting this response because:  this company runs a scam.  They will charge me a service fee once I place a claim. Based on the history of the unit, they know it needs to be replaced, however, they continue to not replace it and will maintain it for which I have to pay a service fee on top of the monthly fee they charge me. They have no intention of replacing and will continue to charge for every service visit on top of the monthly HWA fee. I did not get a response to my previous question of are they going to replace the unit if I place a claim?  Will they waive the service fee if I place a claim?
  
  
  
  Regards,
  
  ********* *******

  Business Response

  Date: 07/07/2025

  ********* *.,
  
  There is no complaint to address as the customer has not placed a claim for service for his Air Conditioner. Please refer to ************************ (1) of the Service Contact, You must notify Us as soon as a problem is discovered. We will accept Service Requests 24 hours a day, 7 days a week, 365 days a year.
  
  Once a claim is placed, *** will dispatch a technician to diagnose the unit. *** cannot guarantee replacement as we do not have a diagnosis nor has the customer placed a claim for service.
  
  In addition, a service call fee will be due in accordance with the terms and conditions of the Service Contract per section **************** (3), You must pay the Trade Call Fee for each Service Request in advance of any Services being scheduled. The Trade Call Fee applies to each Service Request dispatched and scheduled, including but not limited to those Service Requests wherein coverage is deemed excluded or denied under Your Contract.
  
  As no claim has been placed for service, *** requests this matter be closed.
  
  Thank you,
  ******** *.

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 30, 2025 home warranty of America refused to refund me my money after charging my card without authorization furthermore they refused to allow me to cancel my account. ***** lied to me multiple times and the more I told her I wanted nothing to do with the company and wanted my money back that they stole she insisted I speak with the retention team. This has been a nightmare. This company is **** does not repair issues, sends out technicians that are unlicensed, causes more damage. Home warranty of America refuses to pay for any claims and refuses to allow you cancel your policy.

  Business Response

  Date: 06/02/2025

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

  Home Warranty of America (HWA) apologizes for any frustrations the customer may have experienced cancellation of service contract no. IL03-SA01816790. 

  Our records indicate that the customer contacted ***, and they were informed that the call would need to be transferred to the ******************** in order to complete their request for contract cancellation; however, the call was terminated prior to transfer. 

  Nonetheless, *** has cancelled the contract and has authorized a refund in the amount of $82.14 to account for payment of May's premium.  The refund will be credited to the customer's card ending in 1143 within 7-10 business days. 

  Thank you,

  **** *.  
  Consumer Advocate

  Customer Answer

  Date: 06/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased home warranty 9/9/23, I have tried to file multiple claims in which they have never been able to get anyone to show up. I ask around my area and contractors say they dont accept this warranty because they dont pay good or at all. I had 2 claims one that I got my own plumber and had to call in every step and wait for approval which is hard for companies to do, then had a dryer go out that they couldnt get parts for so they are suppose to replace, they gave me $300 said thats what I could get one wholesale forI cant purchase stuff wholesale so dryer was over double what they paid me. I opened claim for septic, never did send anyone and waited like over 6 mth claim still open, opened plumbing claim 4/21/25 and they have tried to send the same person out here for 3 weeks in a row and they never show up and Ive wasted 3 days waiting for them. Ive called multiple times and they just set up new appt for nothing to happen. This customer service is horrible and what is the point in having this warranty if no one will take it and I can never get anything repaired! I would like a full refund and then I can get a company that will actually be able to handle issues that arise.

  Business Response

  Date: 06/02/2025

  Stephanie W.,
  
  Home Warranty of America (HWA) apologizes for any
  frustrations the customer may be experiencing regarding their plumbing system, dryer,
  and septic system claims (no.: 12982190; 14229069; 13507947).
  
  Plumbing System (no.: 12982190)
  Our records indicate the customer elected our reimbursement option and to utilize
  a technician of his choosing. Reimbursement was authorized in the amount of $341.92.
  A check (no.: 23398363) was mailed on 4/9/24 and cashed on 4/22/24.
  
  Dryer (no.: 14229069)
  HWA issued the customer cash back in lieu of replacement in the amount of
  $335.00. Please refer to Section VII. Limitations and Exclusions (O.) of the
  Service Contract, “We reserve the right to offer cash back in lieu of repair or
  replacement in the amount of Our actual cost, which may be less than retail, to
  repair or replace any covered system, component, or appliance.”
  
  A check (no.: 68221) was mailed to the customer on 7/16/24
  and cashed on 7/25/24.
  
  Septic Pumping (no.: 13507947)
  On April 24, 2024 the customer placed a claim stating that there was a problem
  with the septic tank. HWA dispatched the claim to our vendor network and
  scheduled CMW Plumbing for 4/29/24.
  
  HWA did not hear from the customer regarding this matter again
  until 6/5/24 wherein he stated the technician came out but did not hear back.
  HWA advised that we did not receive a diagnosis from the technician. In
  addition, that the claim was closed and he would need to place a new claim for
  service but he did not agree. As a result, HWA agreed to re-open the claim and
  place it back into dispatch but we experienced delays. Please refer to section
  to VIII. Limitations and Exclusions (B), “We are not liable for losses or
  damages resulting from misdiagnosis or delays in completing diagnosis or
  repairs.”
  
  On 7/5/24, HWA scheduled Tony Daniel Pluming Sewer for
  7/8/24.
  
  HWA did not hear from the customer regarding this matter again
  until 8/14/24 wherein he stated the technician never came out. Please accept
  our apology as HWA was unaware. The claim was also closed after 30 days of
  inactivity. Should the customer still need service for his septic system/pump
  he will need to place a new claim for service.
  
  As an alternative, HWA would like to offer the customer
  reimbursement up to $350.00 contingent upon receipt of a paid repair invoice. Meaning
  he can elect a technician of his choosing to repair the septic issue and submit
  the invoice for reimbursement up to the above stated amount. Should he choose
  to accept the proposed resolution please have the customer email [email protected].
  
  Regarding his request for a full refund, should the customer
  opt to terminate coverage, a pro rata refund in the amount of $25.87 is due at
  cancellation.
  
  Please refer to Section VIII. Miscellaneous Provisions (D.)
  of the Service Contract, “If You cancel this Contract within the first 30 days
  from the Contract Start Date and a claim has been made or if this Contract is
  cancelled after 30 days from the Contract Start Date, You will be entitled to a
  pro rata refund of the total causes the required service or repair to be
  substantially and materially increased beyond that contemplated at the time
  that this Agreement was issued or sold. In the event of cancellation, You will
  be provided a pro rata refund less any outstanding balance on Your account. We
  will not charge an administrative fee or a cancellation fee, or any other type
  of fee, for cancellation of this Agreement.”
  
  Amount Paid: $1,932.00
  Months Used: 21 ($53.67) $1,127.00
  Service Costs: $729.12
  Cancellation Fee: $50.00
  Refund: $25.87
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.
  

  Customer Answer

  Date: 06/03/2025

  
  
  Complaint: 23398363
  
  
  
  I am rejecting this response because: the plumbing complaint was not the one she spoke of it's the one thst was just recently opened.  I had waited over 4 weeks for people to not show...I was told that as long as the plumbing line was under my house it would be a covered item. Another tech was assigned and he showed up and was great but they advised him it wasn't coveree, I then appealed and was advised that because the line hooked into outside spicket it wasn't covered. But I waited over 4 weeks for them to finally get someone to show up to then tell me ot wasnt covered.  The tech said this line was directly connected to the cold water supply under my house.  I emailed my agent on my appeal that info and they never responded back. The customer service reps advised me when I explained to them specifically what the problem was that I would.be covered cus I would not have waited over 4 weeks to get someone out to fix it and just have it leaking. We had this company before and it was excellent and this time has been a nightmare. Now here I am out another $370.00 
  
  
  
  
  
  
  
  Regards,
  
  
  
  Kyle (shannon) Brown

  Business Response

  Date: 06/12/2025

  Stephanie W.,
  
  The current plumbing system claim (no.: 19143880) placed 5/30/25,
  HWA dispatched Keentucky Plumbing on 6/1/25. Based on the diagnosis received it
  was determined that the tubing split due to freezing weather. Therefore, the
  hose bib needs to be replaced.
  
  Please refer to the Service Contract section VII.
  Limitations and Exclusions (G), “We are 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, failure to clean or maintain as
  specified by the equipment manufacturer, missing parts, structural changes,
  fire, freezing, electrical failure or surge, water damage, theft, intentional
  acts, riot, lightning, mud, earthquake, soil movement or soil settlement, storms,
  accidents, pest damage, Force Majeure Events (as defined below), failure due to
  excessive water pressure or any other perils not considered loss or damage due
  to normal wear and tear.”
  
  On 6/2/25, a claim determination letter was sent to the
  customer with the option to appeal and he did. Although upon speaking with his
  Case Manager the denial was upheld as the Service Contract does not cover failures
  due to freezing. Therefore, the claim determination will stand.  
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer Answer

  Date: 06/13/2025

  
  
  Complaint: 23398363
  
  
  
  I am rejecting this response because:
  
  The plumber submitted photos and updated the reason and advised it was not due to freezing ir weather it was just leaking. I have called in and spoke.to different people and they keep telling me all different things.  When I spoke to a gentlemen David Land he just needed rhe plumber to confirm and he said he could get me reimbursed.  When I called back then I spoke to Gene and he argued that it was not. I am beyond frustrated that I keep getting told so many different things. 

  
  
  
  
  
  
  Regards,
  
  
  
  Kyle (shannon) Brown

  Business Response

  Date: 06/25/2025

  Stephanie W.,
  
  Please also be advised that the Service Contract excludes
  coverage for hose bibs per Section IV. Covered Systems and Components (D) Plumbing System, “Excluded:
  Hose bibs.” Therefore, the claim determination will stand as non-covered.
  
  In addition, a complimentary service call fee was added to
  the customer’s policy as of 6/5/25.
  
  There is no further action that HWA can take at this time. We
  have complied in full with the terms and conditions of our contract. The
  customer refuses to do the same. Since the customer wishes to escalate this
  dispute, she needs to follow the procedure for Resolution of Disputes outlined
  in her contract.
  
  HWA requests this matter be closed.
  
  Thank you,
  Michelle C.