Home Warranty of America [HWA]

HWA didn't resolve our issue with A/C after a month. We submitted the claim, but nothing happened. A technician came after a week and submitted a diagnosis to hwa. After that they told me that authorization department needed 24/48h to approve or not the claim. It has been three weeks now and no follow up on my claim. Calling customer service every day didn't help either. They answer you saying it's under review but without any information. I have a newborn in the house and without A/C in the summer is considered not livable conditions.

My water heaters broke May16, I had 70 gallons of water in my basement. CS.e put an emergency claim, I did get a vendor right away but the vendor was on hold for hours with their claim dpt and they wouldn't answer. 2 vendors told me they won;t with HWA b/c they are not ethical. They don't want approve the claim so they keep going around telling me they approved it but tell the vendor its still under review. I have pay them for 10 years. They were very proficient and courteous, now they have rude people who lied. Yesterday I told the C.S lady to call the vendor since I agreed to pay the non covered items and claims wouldn't call them. She put me on hold then came back and said she callED the vendor but she lied b/c the vendor called me today asking if I got the approval. THE VENDOR NEVER GOT A CALL SHE LIED. I asked the CS lady who barely spoke english for an approval number and TOLD ME IT WAS THE SAME AS THE CLAIM NUMBER. LIED. They are great at billing me and getting a paid. They won't send an e-mail besides de one that gives you the vendor information.

Do not trust HWA Home Warranty. I had the Diamond package with green replacement and HWA refused to go or the contract to replace a unrepairable electric cooktop with one that fit - they selected a cheaper and smaller model. I pointed out that the replacement was not the same size but that there was a model (same brand and features) that was slightly larger in size but $100 more, HWA said it was an upgrade and I would have to pay $118. 1st HWA refused to agree ro replace the cooktop with one that actually fit, which was readily available simply because it cost more. 2nd, HWA charged an upgrade fee merely because the model that actually fit was more expensive. And, moreover HWA wanted to charge more than the MSRP difference - HWA charged 118 when the MSRP difference is 100. HWA said they have a supply agreement with GE for appliances, which would mean a price less than the MSRP but they are charging more.

As a warning - HWA will interpret the agreement as they determine, such as saying that the term "readily available" means readily available based upon internal company policy and that HWA will determine dimensions of the replacement. They will not negotiate, listen to any alternative solutions or give any concessions. HWA offers a take it or leave it option and if you don't take, there is no other option other than to sue them. It is a horrible company and has poor customer service. My advice is to not use HWA but if you are here, my guess is that it is too late and you are having the same experience as me.

Also, do not fall for the trick of contacting the so called "Office of the President" often mentioned in BBB responses from HWA. This is not the office of the presidwnt but merely a complaint department that will not resolve anything, will not answer your questions and will not negotiate. This so called Office of the President will give you the "take it or leave it option" and tell if you do not take their option, your claim will be closed and you get nothing. This was nothing but a trick to prevent you from filing a BBB complaint.

I have had a claim open since 2/17/28. Today is April 4th. I have called at least 4 - 5 times. Each time they have promised to call me back within 24 - 48 hrs. Nothing. I'm only asking for an update. Each time they tell me they are waiting on the authorization department. Will not transfer my call or escalate it to a manager after multiple requests. Wait on hold is no less than 20 - 30 minutes each time. Meanwhile, I have a family of 5 with a dryer that won't dry clothes effectively, and sometimes not at all. There have been 2 different service companies to my house the first month the claim was open. Now they tell me they need a GE certified technician to come and there is not one available to service my area. I called GE and they assured me they do service my area and have openings. Worst service ever - actually unbelievable.

About 2.5 years ago I had my ac upstairs go out. I called hwa and asked them to come out to check it out. They replaced some parts but unbeknownst to me they mixed matched the units. One was designed for high pressure and one was for lower pressure (coolant I think). Hwa knew this and approved the parts and labor. Well, it lasted about a year before it went out again. I called them back and the tech that they sent out was recommending a full replacement of the system partly because he said you systems are incompatible. Again the tech that hwa sent out recommended a replacement of the unit. It was sent in and I didn't hear anything from hwa for about 2 weeks. I called and there was confusion as to when or if the recommendation had been sent in. I was very clearing asking what the tech recommended as I wanted to be on the same page. After about 2.5 weeks I called a different company and had them [censor] the work as well to which they also recommended a full replacement. I pulled the trigger to the tune of about $5, 000.00. When I called the hwa to let them know that I was looking for a buyout, the story changed to just a repair recommendation and that the buyout would only be about $500.00. They also said that a full replacement was not needed. How did they know from their desk? The tech they sent out recommended something else... But from their desk and after they knew the work was done and the money was spent it seems that the claim changed to a small repair. I believe this to be unethical and sketchy at best. I will not ne using them again and will not renew my contract with them.

On july 24, my a/c unit broke. This is louisiana, in the middle of a hot summer. I called hwa and explained the problem. They sent the company they contract with to the house. The motor in the unit was burnt up. The service guy told me he wasn't sure if hwa would repair or replace the entire unit, because the cost wasn't much different.

I have talked to this company for weeks now, and all I get is the run around. Everyone I speak to is always so very sorry this has happened to me, etc... But all they seem to want to do is blame purchasing, the warehouse, the person who is authorizing this claim. Nobody wants to accept responsibility for this and fix the issue.

I'm sick and tired of the lies and all the run around. What I think they want me to do is just get tired of all this rigmarole and purchase a new unit so they won't have to do anything.

It is now august 18. On monday afternoon of this week, jessica called. She told me she was the one authorizing this claim and that she would see that something was done. They had the motor and was just waiting on one more part from the company. That should only take 2-3 days. Today is friday and I just got off the phone with them. The person who talked to me was sheila and she says that jessica can't do any more than she can do. She informed me the part for my a/c unit had just been ordered! I asked to speak to the supervisor and all I got was an answering machine.

I'm ready to explode.

I recently purchased a home and negotiated a home warranty as part of the process. One month after being in the home, the air conditioning unit failed. I had an inspection done on the home and it listed the unit as satisfactory. Home Warranty of America's stance was that it was preexisting issue and that was not covered. I asked how we could have avoided this situation and she stated we should have had the unit inspected a second time prior to running fully during the summer months. So having a warranty to cover the unexpected needs to including hundreds/thousands of dollars monthly checks to insure everything is running exactly as expected each month. I guess you don't really need a warranty with that do you.

It's unfortunate that companies such as Home Warranty of America are allowed to operate in such a dishonest and fraudulent manner.

We made a claim with HWA on 6/8/16. Our AC unit was not cooling. Someone did come to our house on 6/9 but wasn't until 9:00PM. He said he cleared a line but couldn't go outside to look at the unit because it was too late. (He was suppose to be at our house between 1-5) The next day we realized the unit was still not cooling. We gave it through the weekend but by Monday, 6/13 we called back asking that someone come back out again. I think they came back out on 6/15 and he looked at outside unit. We were told they there was several leaks and that the coil needed to be replaced. He added more Freon and said that he would send something to HWA and they would review and call us. We have made several attempts to call the warranty center and they just keep saying that it is under review. I feel like in the middle of summer (Texas heat) with 95 degrees with 90% humidity that it should not take that long to review a case. Finally on 7/12/2016, over a month, the order was approved and repaired the next day.
We also had a repair done on our oven several months ago. It was over 2 months before the work was done. HWA kept telling me the part was on back order, but I called the manufacturer, and they told me the part was no longer made. HWA would not believe me. After 2 months, they finally told me they received word that it was on back order until 2020. Does that even make sense? A 4 year back order? HWA said they felt that it was an unacceptable time to wait, so they would replace the oven. Gee, thanks for being so grateful!

Claim # 1682051

On june 30, 2016 (thursday) I emailed hwa to let them know my air conditioner stopped working. I immediately got a email back from a customer rep stating that my claim has successfully submitted and that techcool here in vegas would be coming to take a look at the problem. Techcool came out on july 2, 2016 and determined that I needed a new compressor for my air conditioning unit. They reported back to hwa of the problem and solution. It wasn't till I called techcool back on tuesday july 5 that they informed me that hwa was waiting for approval. I called them to find out what approval they needed. Why didn't someone call me sooner? A customer rep called me finally on july 6 and told me I would have to pay $690 for fees not covered by my policy. I agreed that if that is what it takes to fix the air conditioner, I would agree. I heard nothing from the company after that and neither did techcool. I made numerous calls to them trying to find out why nothing is being done to fix the problem. It wasn't till monday july 11 that the part was ordered! I was also told that hwa called a tech somewhere else to see if this particular part number would work since my compressor had another number. He said yes. Now, I have talked to 7 different customer reps trying to find out why it's taking over 2 weeks to fix this problem. It's over 100 degrees here in vegas. All reps are telling me the same thing "part has been ordered". It seems like no one wants to be responsible to do any followup. Hwa states in their values their purpose is to provide helpful service with empathy and compassion. Have they ever lived in a home with over 100 degree temps for over 2 weeks? I bet not. It's not fun. They don't care about their customers. They do not respond I n a timely matter to help their paying customers. This is the worse customer service I have ever experienced! Seems like every time I called I get the run around. Nobody can expedite the process or find out why it's taking so long. It is ridiculous that I have to wait this long to fix an air conditioning problem. I would not recommend this company to anyone nor will I renew when time comes to renew. It's a waste of my time to have to follow up on everything when i'm paying them for a service.
Resolution would be to have someone expedite the order and install the compressor within 1-2 days from now.

This warranty company is terrible to work with. Very time-consuming and incompetent. They don't have good vendors to do the claim work because they can only get bad vendors to work with them. Many of the vendors have denied work orders because they don't want to work w/ this company any more. Every time I call about a claim, I have to wait on hold for more than 30 minutes, I get disconnected a lot, and I get a different answer depending on who answers. I would never recommend this company. I've been waiting for over 2 months to get a working dishwasher with my "diamond" warranty service. Also, apparently, they have no managers at this company to transfer you to as well. Do not use this company!

I am realtor in south carolina and I can tell you that I could never recommend this company. My daughter and her to children, 2 and 4, have been waiting for 5 weeks to have their ac taken care of. They promised her that it would be taken care of yesterday but once again they have postponed the repair. She gets shuttled around from person to person, any times to people who don't know what is going on. Now they are pressing her to take a buyout that is less than half of what the repair will cost... Which is why I firmly believe that they are not taking care of the problem. I believe that they are intentionally not completing their obligation so that they don't have to pay what it will take to fix the ac. My daughter is in tennessee... I would never recommend this company to my clients. I have more than 3000 friends on facebook and over 2, 000 twitter followers and I intend to tell everyone about how pathetic this company is... Ignoring their contracts!

The central air went out a few weeks after I purchased my house, which came with a warranty from home warranty of america. I contacted the company (cavin's air) and they had me work with an a/c company in the area. The company's owner (ray cavin) came to check out the unit and told me that it needed replacement. He said that all of the expense would not be covered and charged me $3600 to do the work. He took full payment, but never did finish the job. On the day he was supposed to complete the work, he called and said that there was an auto accident in one of his trucks. So, I backed off and gave him a couple of weeks time to get things straight. Well, needless to say, he never returned. I called mr. Cavin many times and left messages at his office and on his cell phone, but he never did return the calls. I also called and emailed home warranty of america to complain, but they were unresponsive. When I had some other work done in my attic a few months later, they discovered that my air unit was not sealed and was leaking large amounts of cold air into the attic. So, I had to go into my attic and finish sealing the unit myself.

I have had a home warranty through hwa for 3 years and have been completely dissatisfied with their customer care and vendor work. I didn't know that I could switch companies but certainly wish I had long ago. The latest incident went on for 2 months involving my broken heater/pilot. As with any claim I have submitted the vendor has never contacted me, it's always me waiting and finally contacting them. With this incident I was told that they couldn't get a contractor in my area for over 2 weeks and then they would be coming from over 75 miles away. Hwa only had the name of one vendor and would not get the same vendor to come out that had previously worked on the same problem because 3 months had passed. I also resorted to calling the so. California rep who answered my call listened to my complaint, said she would resolve things only to never hear anything from her. Hwa finally instructed me to find a repair person (which I did) and that I could submit a claim for reimbursement. When it was all said and done they would not consider the claim because my repair person works for a licensed heating and air contractor but does not have the license himself. I felt completely defeated and abused by this company who I pay year after year to do absolutely nothing. I would never in a million years recommend this company to anyone.

We made an electrical claim in november of 2015. It is now january of 2016 and the issue has not been resolved. The vendor that they hired would not return our phone calls and finally he responded to their call and said he had gone out of business. The next vendor they hired did not call my husband prior to arriving at the house and would not wait on him to get to the house to let him in. Additionally, we put in a claim in december with our hvac system, the heat exchange had a leak. With that sort of issue the inspector must condemn the unit due to possible carbon monoxide poisoning. I had the same issue at a previous house and it was fixed the next day. With hwa it has been three weeks. We have had 15 degree weather and still have had no repair. I am beyond disappointed with this company and feel that our money and time have been wasted. Honestly, I feel like they do not care about us as a customer much less a person who needs heat during the winter! I do not recommend this company at all. I feel they have very poor communication with their vendors and don't follow through with making sure their customers are taken care of. We have had to make numerous phone calls to keep them on task. We had a tentative date for the repair of the hvac of 1/22/2016 but received a call today 1/21/2016 that they had to move the date to the 25th. I fear that this chaos will continue. I am at a loss as to what to do at this point.

I received the bank statement and found out that one payment was taken by HWA Illinois Corp. I heard this name for the first time and of course I was surprised about it. I called to my bank and said that I didn’t know for what the company took money from me. The agent said that they would check the details and call me back. I wonder if there are people, who also have found such unauthorized charges?

We are on day 19 of waiting for this company to make a good faith decision on this claim. Their reply to my earlier post about contacting the "escalation department" hasn't come to fruition. If the department exists, maybe I could get someone there to answer my phone calls.
Here's the backstory: we purchased a new home and the warranty at the very end of july 2015. The air conditioner in our home stopped functioning and we were forced to submit a claim with this company. I contacted them and they sent a tech out three days later. We were told the entire heating and cooling system would need to be replaced. Hwa informed us that they would only cover the cost of the repair to the leaking coil that totaled about $1000, and that we would need to cover the cost of updating the rest of the equipment, an additional $4850. This company requested a copy of the original inspection report, stating that if there was no leak reported in the inspection they would afford coverage. I sent the report to the representative and received no additional contact. A representative of this company contacted our realtor, asking about the ductwork and never once called my husband or me to ask for anything additionally. I contacted them a week and a half later to ask for the status of our claim and was told they didn't know. I requested to speak to a supervisor regarding the unnecessary time it was taking to come to a decision and was told she was "on the phone" and would call me as soon as possible. Five hours later, we still had not heard from the company. My husband called that afternoon and was told that the claim was denied based on a "temperature differential." they stated that the temperature differential on the report read 12 and they only afford coverage for a rate between 17-21. They claimed the contract was void from the very beginning and this stipulation was not included in the copy they provided to us. When my husband asked to speak to a supervisor regarding this issue, he was blatantly told no. We had read the contract numerous times and did not find this exclusion anywhere in the paperwork.
Now here's the newest disaster: we argued that this company was making a poor decision and I promptly submitted a request to close the account and receive my money back. I also posted on multiple social media websites warning others of our bad experience. I even submitted a claim with the better business bureau to try to remedy the issue. The next day, a representative of this company contacted us to apologize and assured us she could help afford the coverage if we rescinded our request to close the account. So I did. We were hopeful that this time we would get a solution. The representative told us that the company would afford coverage and she didn’t know the exact amount, but they would call later that day. Surprise! No phone call. Several days go by with me leaving multiple messages and still no answers. Then when I do finally get her on the phone, she tells me the contracting repairman is supposed to call and give us the estimate. If we approved the charges we’re good to go. He sent over the info and I called this company once again to verify coverage. I’m told on the phone that they would have to send an email and get back to me.
Later that day, we’re informed they will only cover the coil and none of the modifications, even though our contract says the modifications are covered up to $1000 if we upgrade the system. Which we were. So we deny the estimate and ask for a supervisor. When we call again, we’re told that the “modification” must be voluntary and since our system requires a modification, they will not cover it. Again, this is verbiage that is not found in the contract. We are familiar with contract law in the state of oklahoma. The company’s job is to find coverage, not find ways to deny it based on faulty reasoning they made up.
We have been without air conditioning this entire time. We have three children in the home who can’t sleep in their beds because this company refuses to give us a straight answer and provide the coverage we rightfully paid for. We even bought the better warranty package to avoid these kinds of issues.
The company is doing everything possible to deny our claim, and when they can’t find a valid reason, they create a reason for the denial. Know that when you purchase a warranty from this company, they do not care about you. They want your money.

We purchased a remodel home 6 months ago, no one was living in the house at the time. All appliances are new including wall heater unit. There was no gas in the property at time of purchase, once gas was installed gas company came to check all appliances including, wall heater unit, (gas valve only) working properly.in december we tried to turn on the wall heater and were told by the gas company that it had a weak millivolt system on heater, to call hwa to repair that and call them back. We called hwa and were told that it was covered, we only had to pay $60 to the repair guy, which we did, now hwa is claiming it wont cover repairs, because there asking for home inspection that heater was working at the time, but there was no gas in the home, but heater unit is brand new. This is a rip off and we want our $60.00 back to make repairs ourselves, we have been at this since january 9th, first we were referred to a repair guy that is no longer in business, then we were told by the second repair guy that er needed a new gas valve, but we have a new gas valve (tested by the gas company in working condition, tested on 1/17/2015) this company is a rip off

Hi,
We purchased this high premium policy on recommendation from friends and family.
After 10 days of purchasing our washer broke down. They send a contractor who after inspection (and service fee) clearly told us that it is no more safe to run this washer and is beyond repairable. There was burning smell as well. It is 15 years old washer by the way.

It has been 2 weeks now and I am calling everyday. Looks like they are trying to find an excuse to reject our replacement claim. Customer rep told me that they are waiting for contractor to confirm that failure was not because of rust and corrosion (they can reject the claim if that is the case). Contractor has already told us that it is not the case.

Can anybody please suggest how to expedite the process here? Never expected such treatment from a reputed company like home warranty of america. We are prepared to cancel our contract (worth 700$ per year) and buy the washer ourselves with that money. No point paying them if they are not going to help.

Thanks
Geeta

Due to continuous home warranty of america's poor customer service and lag in response times for urgent issues at my home, I have filed a bbb complaint along with posting multiple social media reviews about hwa.

Most recently, I have filed a service request for a kitchen sink stoppage that smells like the sewer backed up in my kitchen. On top of that, after waiting 24 hours and being assigned a plumbing company that could not be out for 4 days, I called hwa customer service to have my claim reassigned and spoke with katina. Katina stated she would call around for a plumber and call me back. I also placed another service call for my master bedroom shower that will not turn off. There is no shutoff valve to shut off this shower, except for the whole house near the curb.

No urgency has been placed in my service calls and the 2nd call for the shower didn't even appear in the system after registering it online. I am extremely frustrated with hwa and the lack of service, denials of claims and lack of follow up to customer with issues that can be a health hazard (sewerage backup in the kitchen), and a shower that won't turn off. What in the hell does it take to get you people on the ball and to pull your head out of what you sit on?

I am looking for a bbb settlement, and feel my next course may be to contact a lawyer. My expectation is getting a plumber to my home friday, 04/05/2013 without excuses, delays or denials of claim.

Carl bowen