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Home Warranty of America [HWA] complaints 109
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air condition
Dear mr. Green:
I certainly hope this letter find you making a lot of people happy in purchasing their new home.
I just wanted to let you know of my experience with home warranty of america of lincolnshire, il. Please make you customers aware before doing business with home warranty of america, lincolnshire, il.
On july 21, 2006, my ac unit stopped working. I called home warranty. They could not reach their contractor immediately, so they approved me to call an air condition service company of my choice. I called norrel, since they serviced the unit in april. Norrel said the compressor was grounded. When he talked to home warranty, they said it would be feasible to order a new condenser. Rachel, with home warranty said they would order a carrier unit on monday and that they would call me to set up a time of service. On monday, when I hadn’t heard from them, I called again. Now, they would need a second opinion. They called air services from pelham. This is the company that they couldn’t reach initially. This guy said it wasn’t the compressor; it was in the electrical system. Home warranty sent out an electrician. The electrician came out and did a check on all wires from the ac unit to the fuse box. He determined it to be the compressor. He relayed that information to home warranty. Home warranty said before they can authorized service, the will need another opinion. They approved me to call an ac company of my choice. I called alatec htg & air. He came out and determined the same thing as what was said before; it was the compressor. He not only said it was the compressor, but before winter, I will need to have some furnace pipes replaced. He gave them a quote of about $3800 to complete the total job. Home warranty said his price was outrageous. Now, they wanted a 5th opinion. Mind you, i’m taking off work every time a contractor comes for an opinion. They called mallory htg and air. This guy should have retired years ago. He was actually 83 years old. He said the same thing as the other 4 said… it was a grounded compressor. I later found out he agreed to take the job for $1500.00. I asked my father, who is 77 years old, to come out to let mr. Mallory in. My dad said he came with a compressor so large until he had to help him bring it up the drive way and set it in the unit. If I stayed home when he started, he would have been out of luck. Dad said the compressor weighed about 100 pounds! He started july 31st. My daddy worked with him everyday. Daddy said he would not have been able to complete the job without him. Then… he had the nerve to give daddy $20.00! I almost lost it. On saturday, august 5th they finally got the air working after 16 days of heat in july in alabama. You know for yourself that the temperature has been 95 to 98 degrees. I wouldn’t treat a dog the way I was treated. My son has asthma. Did they care? Not enough to go ahead and repair my unit. Home warranty agreed pay for a hotel room for 3 days. I would have to pay for it and they would reimburse my money. I had to service fees for 2 of the contractors and i’m waiting on them to send a refund. What do I look like having to wait 3 to 4 weeks for another refund? They even said I could replace the condenser and they would reimburse me. Yeh… right. If they didn’t want to pay the $3800 to alatec, then i’m not making a loan to cover what a warranty company should do. Somehow I think they would leave me to pay the entire bill.
Someone told me to write my closing attorney to advise him of home warranty of america. My real estate agent found them online and she paid them as a gift. I don’t think she knew anything about them, but I did let her know of my dilemma.
I’m am planning to write the president, operations manager, the better business bureau in birmingham and lincolnshire, illinois. If you have any other suggestions, please let me know.
Whew! I got that off my chest!
The complaint has been investigated and resolved to the customer’s satisfaction.
aweful services
I have had a battle with hwa lately due to their irresponsible decisions and unprofessional conduct of business. My family suffered no electricity for a few days and then exposed to some electrical safety issues. I wanted to share the below info if you are having trouble with hwa. I spoke to many associates, and they just wasted my time. Useless - no...
Read full review of Home Warranty of America [HWA] and 6 commentshorrible service/total scam
Do not pay for a home warranty through this company. It is a total scam. They do not cover hardly anything - pretty much any issue you will have, they have some ridiculous loophole for why your particular problem is not covered. The only thing they seem to cover is only the most basic things that you could fix yourself or pay for out of pocket easily anyway. To add to the fact that they effectively steal your money for this worthless warranty, service is terrible too - they will not call you back, and takes forever to get a person on the phone. Stay clear of this company!
The complaint has been investigated and resolved to the customer’s satisfaction.
total agreed. they are just stealing your money.
warranty
I bought a house and was required to have a home warranty which we got from home warrantys of america. Two days after moving into my house my sewer backed up. I called and they told me I was covered and gave me the number to call. The contractor called me right away and told me he didnt do that type of work and he had called the company to tell them that, they then gave me another company who I called and was told he would call me back a call that never came. With it being the weekend there was no one to talk to at hwa so on monday we called and where told we werent covered. At that point I had sewage floating in my basement and called the first company I could get out to fix it. After I called hwa again they told me that there associate was wrong and I was covered. They told me to fax them the invoice and it would be taken care of. After sevaral phone calls and faxes they told me that I was not covered. I still cant figure out if they were telling me the truth but if they had given me the correct information in the first place I could have fixed the problem long before it became an emergency at half the cost.
The complaint has been investigated and resolved to the customer’s satisfaction.
I use to work for them as a plumbing contractor. The more calls I got denied the more work they would send me. Its their rule. Lowest ticket cost gets all the work. I quit now they want even talk to me. HWA sucks. Johnie Davis
This is the worsed warranty company I dealt with. They do not care; all they care about is how to screw you out of money. Here are my two encounters with the devil:
1. I had a leak in the house and they could not find a contractor to come out. I paid for someone to fix the issue myself. Can you imagine the operator on the other side telling you I have to wait until they find a contractor? Meanwhile, your house is being transformed into a nice pool in one of the bedrooms. When I called again to see if they would pay for the fix, they denied the payment.
2. My oil furnace quit, they sent someone from Arundel Heating in Maryland, they thought it was an issue with the small engine that fires the furnace; they ordered the part. I told them that there is smell of oil in the furnace area; but did nothing about it and said it was the norm. My oil company came to fill the tank, the guy that is doing the filling smelled the oil. He immediatley check the area and told me that he thinks that 99% that the heat exchange unit is busted. I told the guy from the Arundel heating when he came to change the small engine about the heat exchange unit and that it may be cracked, i was afraid of the soot all over the house. He then performed a compression test and find out indeed that I have a cracked heat exchange unit. He called HWA and informed them. Well, they did not believe him, they sent Silverado Heat and cooling after I stayed without heat for 6 days. Silverado could not come anytime soon and HWA does not pay for weekend emergency work. When Rick came, he confirmed the same. Well, HWA told me that they will only pay $195 dollars to fix it since the unit was 19 years old but still under warranty. They only pay for the labor in the room where the unit resides, other labor charges, i must pay? Well, Rick told them he needs 6 hours @ 65 per hour? They tried to scam me by paying me only $195 as a payoff since i told them that I will rather change the unit. After several days of calls back and forth, we settle on $390 only. I just installed an oil furnace and heatpump combination for $6600. I am not sure where the BBB but that is something I intend to file against HWA. I would not recommend this company to my worse enemy. I have all the documentation to support the above claims.
Youssef Antar
fraud
My husband and I purchased a home in tulsa, ok feb 25, 2009. It is an older home and was bank owned. The bank had had the home winterized and was in good condition. We hired a home inspector to inspect the structural and operating machinery of the home for any problems. Our realtor gave us the information about home warranty of america, stating they were one of the better warranty companies. I review the company web site, coverage and proces. I contacted the warranty company and spoke with a sales rep about the offered coverages. After care review, I selected all option that would meet our needs and the realtor emailed home warranty and purchased the coverage. Total premium $519.00. On april the 21st, the air conditioner was turned on for the first time since purchasing the home. Its seem to be cooling the home. Later in the evening my husband noticed that the ac was not blowong cool air. We assumed it must need freon, a normal maintenance item. My husband called home warranty and spoke with evelyn. Right away evelyn stated the ac was not covered under our plan. The following day, evelyn called us back and advised us that she would open a claim and send a techncian out, but if the was any damage, we would have to provide a copy of our inspection to her. The tech came out and found that the compressor pump had gone out. We received a call from evelyn rejecting out claim. She stated that the tech had informed her that there was no way the compressor had gone out in a day or two. I the made a call to the realtor and he gave me the sales rep for home warranty, penny roth. I explained the situation and wondered why there was no coverage when we had purchased an additional coverage for pre-existing conditions. Penny had me send her a copy of the home inspection, that stated clearly, due to the outside temp of 49 degrees, the system could not be checked. There fore if the ac unit was not working, then coverage would fall under the pre existing condition option. Penny said that was her question to the company and she would get back to me. She has never called back. Then I made a call to david soebel, vice president of sales. Mr. Soebel advised me, upon review of the claim, that since there is no proof that the ac was or was not in working condition at the time of contract purchase, they would rely on the opinion of the service tech, and that was why they rejected the claim. We have spoken to the service tech, the owner of apache hvac, david and he advised us that he did not tell evelyn any of the information she put on the claim. He stated there is no way of telling when a compressor pump goes out. David as offered us a signed letter stating that. I agsin called and provied mr. Soebel with this new information and he hen told me, to refer back to the contract, paragraph 1, section c. The unit is in place and proper working order on the effective date of the home warranty contract. And that the prior days conversation regarding the professional opinion for the service tech was no longer valid. Wow, double talk. It is my opinion that home warranty of america defines their policy coverage that best fits their needs, not the consumer. Fraudulent contracts are being sold. Someone must look into this and file charges against them. There are many complaints filed and most have the same discrepancies.
The complaint has been investigated and resolved to the customer’s satisfaction.
Hot water Slab Leak. Home Warranty of America (referred to as HWA) was contacted. They sent out a company who identified our problem as a slab leak (I believe it was Acme Plumbing) - they don't do that type of work. HWA then sent out another plumber Benjamin Franklin Plumbing. They tore the wallboard under the water heater, drilled a hole in the wallboard in the master bath and gave us an estimate of $11, 200 for a complete water reroute and would be back the next day to start the job. In the meantime we were advised by HWA that Benjamin Franklin was no longer a contractor for their company, they apologized for not removing Benjamin Franklin Plumbing from their system and advised that they could look for another company or that we could find our own plumber, have them give an estimate and call them back - we complied another plumber with a 5 star rating. An estimate was written #0556. When the bill was submitted HWA didn't think it was detailed enough and asked for a re-written estimate, we complied and That bill was for $600 which was supposed to be reimbursed to us. HWA wanted to know what needed to be done in a phone conversation after the diagnosis, it was stated that we needed a hot water reroute and they said that was fine, have the job done and send the billing in for reimbursement, this was confirmed by two separate employees of HWA- never mentioning that a water reroute was not covered in their contract - verbal authorization was given to us because it wasn't a complete water reroute. The work was performed by our plumber who HWA authorized. The billing was written and paid and we were told there was not a problem for reimbursement just email the invoices, we complied and verified they received the invoices and we were told they would have a check sent out in 3-4 weeks. In between time HWA contacted our plumber and inquired regarding the repairs. They wanted to know Repair costs ($1200) minus access ($150), Drywall repair ($425) minus texture ($50) and the cost of materials ($223.44) which was a total of $1648.44 in customer reimbursements. Our plumber advised after speaking with HWA that my cost out of pocket should be approximately $200. HWA never contacted us even though they said they called and emailed. We contacted HWA [protected] wondering where our reimbursement was and at this time we were told we would have a check $750, not the $1648.44 (repair) plus $600 (diagnosis) expected from their verbal authorization by HWA representatives. I would like to have this company investigated for Insurance Fraud and receive the reimbursements that were verbally approved per HWA representatives to both myself and my plumber.
I've had the OrangePlus contract with them for about 6 months. My A/C went out recently, and they sent a technician out to my house to inspect the unit. When the technician told the company that the entire unit needed to be replaced, the company claimed it was a pre-existing condition. When I sent them documents as well as my home inspection report showing that the unit was in fact in working condition as of several weeks ago, the manager of the authorization department, Irene, proceeded to tell me that they would not cover my repair/replacement because my inspection report was not a valid one and get this...because it did not have PAGE NUMBERS. This is despite the fact that it was written by a licensed home inspector in my state. Since they couldn't find any other reason to deny my claim because my maintenance documentation was impeccable, they came up with some bogus reason like not having page numbers on my home inspection report. Absolutely absurd. I'm pursuing legal action against the company right now. But if you are thinking about buying a home insurance contract with this company, stay away. There is a reason why this company is so poorly ranked on this website (and others).
I think many home inspections are done either from their office or in a car out front of the house. As an HVAC contractor, not associated with any home warranty companies I might add, I'm repeatedly told by new homeowners that the AC passed the home inspection when I know it's absolute BS. Isn't it amazing how many AC systems breakdown the first day/week you move in. Why anyone, homeowner or contractor, would deal with home warranties is beyond me. I live in Texas & respond to my customers within 1 hour. I have a loyal base & many referrals. I've spoken to contractors who work with those companies. They say, they don't get squat & have to flag houses for code violations & other astronomically inflated miscellanous maintenance fees. I don't understand why people don't save their $50/month charges & call a real HVAC tech? 90% of my calls are handled for under $200. plus I'm there within an hour. I carry thousands of dollars in parts & outside of a compressor or inner/outer coil, I have your part about 95% of the time & repair it in 1 hour. I'm sorry you're not my customer because if so you wouldn't be posting here, you'd be sitting home cooling off telling your friends about me.
home warranty would not cover boiler
Policy # il2900 52-2008 claim# 301089 on january 5, 2008 we were remodeling the home we own at 25211 fryer st in channahon, il 60410 at that time we purchased a home warranty policy with hwa since the home was empty. I first called their company about a week or two later because the boiler in the home was leaking. I was told at that time that they did not cover damage due to rust until we were covered 30 days. The serviceman who was coming out told me to check the spicket and I did and closed it completely shut and cancelled the service call.
I tried to call hwa on the december 27, 2008 because the pilot went out and I smelled an odd odor and the pipes were not warming as usual. The serviceman hwa sent told us that the boiler was no good and that we should get a furnace with ducts and vents. My husband told him we would like to keep a boiler. Hwa told us they would not cover the boiler because it was not maintained. I told her that we would like someone that knew about boilers to come out and look at it.
Hwa had another company come out and they told us that because some of the burners were clogged that it would not cover it for lack of maintenance on our part. I told her that we bled the radiators and that we vacuumed the boiler and I wiped it off rust and all. Through all this I spoke to linda, irene sanders, katey mueller, scott gates, michelle clexton, and rhannyel linares. Plus anyone else who answered the phone. The policy does say that the boiler has to be maintained, but in good faith we did maintain the boiler. I feel I have been put in a terrible position since I am now forced to spend almost $4000.00 to replace the boiler our selves since it is the middle of winter in chicago and we cannot risk more significant and costly damage being done to our home if it were not heated for a period of time while we settled this dispute.
If the boiler would have lasted 10 more years and I kept paying the premium the company would have gotten almost $5000. And I would have maintained it the same way and we would have been refused for the same excuse. According to both of their servicemen who came out said they would never have covered this boiler yet hwa took the money sight unseen (side note: hwa had no problem taking my 2009 automatic payment after denying my claim I had to call and get them to refund the total amount)
Also I am a realtor, I hand out theirs and 2 other companies’ brochures when I sell or list homes. Rhannyel told me they looked me up and I am not in their system. The reason I brought up the fact I am a realtor is because if I am trying to protect my clients and I tell them they need home warranty policy for their protection and if this same thing happened to them I would feel I misrepresented them. I really don’t know what my name in their system has to do with it. I asked one of their representatives if I am correct in the fact that if a new home owners furnace or whatever was not properly maintained (as they claim) would they cover it and she said no. I am very disappointed and angry with the service of this company. It looks like they can indiscriminately deny any claim for any reason, according to their words our old and unattractive boiler would have never been covered for any reason, so why was it insured as they gladly took my and any other unsuspecting persons monies? I feel they should honor their contract and pay for a new boiler.
Thank you
Sue reitz
The complaint has been investigated and resolved to the customer’s satisfaction.
terrible service
This warranty was purchased by the seller when I bought my home in sept 07. Since we bought the home (built in 1941) we have had the heater malfunction, the stove malfunction, the oven malfunction, and the tankless water heater malfunction. Hwa has since only fixed our oven and partially our stove. The persons who they sent out to fix the stove rewired it weird so that the stovetop clicks even once the fire is burning. They sent someone else out to fix that and months later it started clicking again. Well they say since it has been 90 days we have to pay to have someone come out again to fix it when they're person was the one who created the clicking problem! Before they initially came out for the stove the problem was that they pilot was not working - the clicking didn't start until after they came out. Over and over again, they'll send unqualified people out who do nothing then we have to wait for someone else. We still have not had our heater or hot water heater fixed and I had to renew my contract just so that they could get fixed. Our tub's plumbing malfunctioned over a month ago and we have since resorted to hiring our own plumber after having to constantly call hwa. They lie about having contact with the vendors or what the vendors say. I've had vendors tell me that they called hwa to get authorization and hwa refuses then turns around and says to me that they are not aware of the progress and will contact the vendor! Then they end up sending someone else out to start the whole thing over again. I have spent so much time calling them during my work hours to get bull* and still no service or crappy service. I would not recommend them to a friend.
The complaint has been investigated and resolved to the customer’s satisfaction.
There were several attempts to have these problems fixed and was left out in the cold. well really it was the hot because i just bought my first home and they said that they talked to my girlfreind and said that she said it never worked but the first claim was made in may well guess i didn't need a A/C during that other 90degree weather. Then they said my septic system would be covered and sent someone they called out and talked to them and then said that it was an existing problem and not covered. WOW imagine that well heres $500 dollars thanks a lot.
awful company
There were several attempts to have these problems fixed and was left out in the cold. Well really it was the hot because I just bought my first home and they said that they talked to my girlfriend and said that she said it never worked but the first claim was made in may well guess I didn't need a a/c during that other 90degree weather. Then they said my septic system would be covered and sent someone they called out and talked to them and then said that it was an existing problem and not covered. Wow imagine that well heres $500 dollars thanks a lot.
The complaint has been investigated and resolved to the customer’s satisfaction.
HWA sucks
bad service
The story: our ejector pump broke (ejector pump is similar to a sump pump, but pumps out wastewater to the city sewer instead of storm water to the yard) in our new house. I called hwa. I was told i'd get a call from a plumber at 9am the next day. I didn't. I called again at 11am. I was told the plumber would call that afternoon. I called him. He didn't know what I was talking about, b/c he was closed on sunday. He only comes out for emergencies on sundays, and this was not classified an emergency. (what if it rained and our basement flooded? Not sure.)
The plumber did come out monday morning. He notices it's an "ejector pump" (by function, not by pump, the installed pump is a sump pump). He calls hwa. They say it's not covered (nice home warranty, it doesn't cover the basic elements of the house). Problem is, we had to pay the plumber $100 before he would set foot in the house.
I call hwa to discuss. They say they'll listen to the first call I made, and if I said "sump pump", they are not at fault. A manager will listen to the call and the cust. Service rep. Will call me back. I request that the person who listens to the call be the one who calls me back. They reluctantly agree. They say it will be 24-48 hours.
Six days later I get the call back. After talking to the manager, it is explained to me that hwa's policy is to make no attempt to clarify the problem over the phone, even if it is easily discernible between a problem that is covered and one that is not covered. The reason is because some people don't know how to tell the difference between pumps. I suggest that asking the question is easy, and a warning that if the pump is not a "sump" pump, informing the caller that they may be paying $100 for no reason would be appreciated. Hwa makes no admittance and stands by their policy.
I said I understand your policy and I disagree with it and I would like to cancel my policy. They offered a prorated refund with a $30 cancellation fee.
Overall poor handling of a request. A simple question would have saved us the $100 payment. It's just bad business.
The complaint has been investigated and resolved to the customer’s satisfaction.
I have sat on hold for the past two days for over 1 hour each time when the person that answers phone says give me just a couple of minutes. I have an outstanding claim that we were supposed to be getting a certified letter with the check for the payout between jan. 8 to 10th. Nothing has come yet. I have been on hold too long and what this now
Claim has been waiting for management approval for over a week with no movement.
No escalation policy in place. Can't talk to a supervisor. Management is unreachable by any customer service rep. Only number listed is their main number, no home office number. Very, very, very frustrating to deal with.
Kathy Osgood
I guess I'm the lucky one because HWA actually covered my garbage disposal, but when it came to replacing a water heater, they just wouldn't budge. At first, I thought things were going to be ok because my first calls to them resulted in their contacting the the contractor and getting him to lump two service inspections into one call, thus saving me money. After the contractor came and went, I didn't hear from him for a few days, so I called him. He told me that HWA hadn't approved the water heater yet. So I called HWA, gave them my information, and they explained that it was still under review and would need two business days. After that, I called them again and was told that the inspection report they had on file said that the water heater was in immediate need of repair or replacement. When I challenged that statement, they insisted I send them a copy of the inspection report. I sent the report and was told by the person on the phone that she was going to authorize the repairs, and I could expect a call from the contractor in 72 business hours. After the time expired, I contacted HWA again and asked to speak to the person I'd spoken to, and I was told that person didn't really have the ability to authorize repairs without having the authorization reviewed, which it was, and was denied again. After I'd explained that I'd been through this process, and my warranty contract stipulates that I'm entitled to an upgrade anyway, the new representative said I sent them a copy of a re-inspection required by my lender which didn't mention my water heater, so because there was no mention of a water heater present on the property, they couldn't cover the water heater. (Remember when they initially said my water heater didn't pass inspection?) So I sent them the original, expecting that authorization would be forthcoming. After missing two weeks with my kids, I called the plumber and asked him to go ahead and replace my water heater, and would he please quote me the price for a tankless upgrade. It cost me $3600. My realtor got these people to say that they would go ahead and at least pay for half of the upgrade, and then I didn't hear from them at all. At this point, I think it's all said and done, but my realtor kept pushing, asked me if I'd been compensated, and when I told him no, he started calling them up and e-mailing. Now I'm at the point of wanting to take legal action. I don't just want that bill paid off. I want damages. I want emotional turmoil, suffering, and whatever else I can come up with. At this point, it would just make more sense if the company doing the inspection also provided the warranty.
I've had a gas leak in my home for 4 weeks now. HWA can't seem to send the right people out to fix it. I've had 5 different service providers come out and no one can identify the leak or fix it. Now, my gas is completely shut off (no hot water, no heater, no stove). They are the worst home warranty company I've every dealt with. They fix nothing and just have you run around in circles until you collapse.
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 air duct. 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.
Here is my entire claim history with them. Please note, that my claim on my hot water heater has been open since December and it is now March. That's 3 months without a working hot water heater. Also, note that they have never covered a single claim. These people are the WORST!
CURRENT CLAIMS
Claim ID Claim Date Claim Item Status Follow Up
1439021 12/08/2015 Water Heater Claim Submitted contact
CLAIM HISTORY
Claim ID Claim Date Claim Item HWA Cost
1538138 03/13/2016 Ductwork $.00
1412003 11/15/2015 Heating $.00
1254400 06/29/2015 Air Conditioning $.00
On Wednesday, I get a frantic call from my client. The Ac had gone out on the recently purchased home. They followed the HOME WARRANTY OF AMERICA policy instructions and called Home Warranty of America. Twenty Four hours later, a technician from the preferred vendor arrived. His demeanor was less than professional and proceeded to tell my senior clients that Home Warranty of America never replaces anything. They will only repair air conditioners. .. also, the part will take 7 to 10 days to arrive so find someplace to stay. He continued, ”Too bad if you don’t like it.”
I called your customer service line and after holding for 15 minutes was advised the claim was denied due to cause of loss – power surge - was not covered. I asked for an escalation and was directed to Kirtsen who only worked 9 to 5 CST. Thursday 8/1/13 at 9am CST, I called again. This time I was connected to Amy in (Sales or realtor relations?)
Amy had a very pleasant attitude and empathized with our situation and advised that a new tech from a different company would come out for a second opinion sometime between 2 and 5pm.
I met my clients at the home and learned they had slept on the floor of their sold home last night. They are seniors, he has diabetes. They are on fixed incomes.
We sat in the hot house and waited. At 5:30pm, John from All Florida Appliance arrived. The first thing he noted was how the previous tech left both inside and outside ac components in pieces. John recognized that this was a covered loss and proceeded to get authorization from an “authorizer” . I tried to call Amy, but by then she had gone for the day.
I was on my way home when I got a second frantic call from my client. HWA advised they would only pay for the outside compressor or about $1000. The inside component was operational according to the representative 1500 miles away. It was in pieces from the first techs workmanship.
When informed of the current state of the inside unit, we were informed that Florida requires the inside air handler be replaced and because Florida requires it be replaced even when it does not to be replaced, Home Warranty of America won’t replace them due to Exclusion VII B. – which says when a state requires we maintain compatibility between components, we don’t have to pay for it. ….UNLESS you thought to buy this tiny endorsement for $25.00 because it was not enough that you bought the Diamond plan with all the boxes checked on the website indicating that the consumer had purchased the most complete home warranty plan in existence.
I called Amy back, She again apologized but there was nothing further she could do as she was now getting in the way.
So 4 days later. It is now 4pm on a Friday. The HOME WARRANTY of AMERICA that cost $450.00 has confirmed they will pay $1000 for the outside compressor, but we are required to pay the selected vendor an additional $2500 to replace the inside unit as excluded by the policy.
As Real Estate professionals, we are constantly working to maintain credibility and integrity with our clients. They trust us for advise and counsel. In three short days, Home Warranty of America ruined a client relationship developed and nurtured for over a year.
Stay away from this company at all cost. Key word is cost that ends up being what you pay for no service and a pile of lies.
Temp was 105 and none of their service people do emergency work (also a Sunday)so they put it in as "Buy out procedure" where I locate and pay to have the service done. I was standing along side the A/C tech when he called for approval to do they work and it was approved.
Next day I called HWA and they had no record of any phone call from the service tech and said procedures where not followed and they would not pay. They also said they would not have agreed to the cost for emergency work nor OEM parts.
Got a call from their local approved A/C service company today saying they would be out this afternoon to look at the problem with the A/C. That is three days later at 100 degree temps.
Odd that the first call to them took less then a minute to be answered and when I call now from the same number the call does not get answered. Hmmmmmmmmmm
I have had the same horrible Service!
I also had cust serv tell me I am the manager when I ask for one.
My problem was I thought it was $100 no matter how many things were wrong (per realtor who convinced me to get the HWA) so I called with 2 problems (dish washer & electrical) So she then tells me it is $100 each. I said well I don't think the dish washer is worth $100 cause they are $250 new but I need to talk to my husband. She then says let me make the trade call and if you deicde not to dont make the apt. They have to set up the apt. I said ok. WELL then I am on vacation when i call and 2days a guy shows up at my house, no apt. I hadnt talked to my husband yet because I had just thought about it and decided I want a new dish washer. SO this guy shows up at 9am. My husband gets off work at 3am, so he wakes him and tells him I called and requested a dish washer be fixed. So him not knowing what is going on says ok. Then the guy from SEARS gets done. My husband calls and says he fixed the dishwasher. I said who? He tells me what happened. SO this guys just shows up and I am now responcible for the $100. Neither SEARS or HWA will make it right. I even told sears just give me a sears gift card & i'll buy my new dish washer their. They don't care. NO body cares or has cust service anymore. ALSO if a realtor tries pushing HWA on you RUn from them to because apparently they don't know the industry. BUT thats not even the end. I get home from vacation and as usual sink full of dishes. So i load dishwasher and it isn't even fixed! Neither company cares about this either. THEY are winners for sure!
Home Warranty of America does not pay valid claims
I have a warranty through HWA, and one month ago my LG washing machine malfunctioned. I called HWA, and the first repairman they tried to send out "didn't work on front loaders." The second repairman, after numerous visits and parts replacements, gave up and said he didn't know what the problem was. HWA then called in an "expert" for a "second opinion." This person, too, could not fix the LG washer. I am now stuck in an endless discussion with HWA who refuses to pay to replace my washer ... yet they cannot find someone to repair it. I have had numerous conversations with supervisor Michelle Clexson, who I initially found pleasant but she has become increasingly difficult and unreasonable. DO NOT BUY A HOME WARRANTY THROUGH HWA ... they refuse to pay valid claims.
I just obtained a home warranty with HWA in May. In June, my 3-year-old LG washing machine broke. It is one month later ... and after MULTIPLE visits from MULTIPLE vendors ... all of whom "cannot find out what the problem is" ... they REFUSE to pay anything. I have had other home warranty companies in the past, and truly Home Warranty America is THE WORST. I am very sorry I ever purchased a warranty from them.
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