Home Warranty of America [HWA] review: Worst experience ever!

I am a Realtor in Eastern Washington. I have purchased many home warranties for my clients over the years. Due to a trusted rep, who changed companies, I thought I would give HWA a try. NEVER again. Rep could not help, going up the higher ladder to superiors was a waste of time too. Nothing but excuses on taking care of a buyer on a non-functioning HVAC system. Rep implied that the buyer was aware of the unit needing fixed when she purchased home-this was not the case. Buyer had to supply the home inspection to prove that the unit was in full working order when she purchased the home. HWA set her up with a vendor from the Westside of the state-who NEVER showed up after many re-scheduling appointments. Then LIED and stated that he had been to the home and had pictures to prove it. Meanwhile, the buyer had a LOCAL HVAC company come out, in a day, diagnose repair needed and supplied to HWA. Nope, not good enough, they were still believing the lies of the Westside tech. Now buyer is stuck with a bill from the local HVAC company, not getting any resolve or response from HWA and still is dealing with a non-operable cooling unit during 90+ degree days. When buyer asked to cancel the warranty and receive full refund- she was told that she had to call a phone number, that no one answers..absolutely the WORST customer experience and warranty company. DO NOT use them if you want peace of mind- their slogan of 'we've got you covered' is a joke..they should be put out of business.