Home Warranty of America [HWA]
Reviews and Complaints

My microwave quite working due to opening and closing the door for 5 years. There is a little part on the inside frame that got pushed back. HWA has denied my claim and my appeal because they say it is not normal wear and tear. It is normal wear and tear. It did not get damaged any other way. I need to have this fixed. I am 73, on Social Security, and I pay my bill every month on time. This is the first time I have filed a claim. Can you please help me? Thank you.

I signed up for 3 locations and informed the rep. That I couldn't access the link and could they mail me at least one pamplet I was informed that they didn't. I explained that I was a senior with limitations and the link wouldn't work for me so cancel my 3 contract and refund my money after speaking to 3 people I was promised at least one pamplet but I haven't received one yet nor my refund.

My oven and stovetop will not turn on. a tech checked out the stove and said I needed a new touch panel. HWA will not pay. They claim not covered. Stuck buttons? will not qualify for coverage. I have no stove or oven but they will not pay for the panel to make it work? I thought that was the reason to have insurance. Personnel not friendly or easy to work with. Stay away from this company they are scammers!

I filed a claim 07/26/23 when my central AC unit froze up. They did not send a technician until 08/05/23. The technician documented via video and text that freeon was leaking. Given the unit is over 20 years old, it needs to be replaced. The technician sent the evidence to HWA, who is now dragging their feet in honoring the claim. I called them 08/07/23 and was told they needed more information from the technician. I called again 08/09/23 and was told they were still waiting to hear back from the technician. I asked what information they needed and I was told they needed to know how much freeon the unit held and if the unit could be repaired. I told them it didn't matter how much freeon it could hold because you're not repairing a 20 year old unit. It's actually not legal to do so with old units that still use freeon (which is now banned from being manufactured). I called again 08/11/23 and was told they need the technician to give them the make and model number of the AC unit. More delay. More excuses. More dragging the feet. They are just trying to avoid having to payout for the new AC unit.

I've got an 80year old woman living in the house who has now been without AC for 16 days in the middle of summer, with no relief in sight. HWA simply doesn't care. Horrible company.

I placed a call on a Saturday 7-22 that my gatage door would not open. I told the agent that my car was stuck inside and it was somewhat of an emergency. Well I guess you guys do not care, I had to hire someone on Monday 7-24 to fix the door. I did not get a call from your garage door people until that wednesday 7-26. My contarct is coming up and I will not even consider you. I will be blasting you on social media, 5553765

I have called in 5 times with the problems on my air conditioning. First talked to Kendal and she offered me 168.00 for a hotel stay. Next talked to Ikee on 7/26 and he told me to keep the contract and signed me back up he said we would cover up to 5,000 dollars for repairs. Our air conditioning went out and i received a email about say to go outside and get a tech which i did. He told me that it was the compress and a leak in the coil. I provided all the pictures and a copy of the leak. and submitted the claim on 8/2/23. The work had not been completed until 8/5/23. I called and talked to Bree on 8/2 and then kendal on 8/2/23 and then courthon on 8/3/23. I talked to Kesha on 8/7/23 and she advised me that the claim of 9780920 was denied because i did not have pre authorization and the unit. It was the end of July i have a elderly person in the house alone with a dog and a cat. The house is not livable with temps that High. Not one person said i had to wait until i got approvable. Ikee was the one that said to me we will cover up to 5,000 dollars and to send in the reciepts. Kesha is the one that said she would offer me 178.00 dollars. I have been a loyal customer for 3 years and never received a email saying my claim was denied. How does that happen I called back all these times and no one said anything. How do you expect people to live in 114 degrees . You can't talk to anyone that is a owner or a corporate office. Even one person called my contractor and asked for pictures of the leak. Why if the claim was denied. If your employee would have said you have to wait for the authorization i would see have never received it. That is why i have been calling. It funny you can take all the money over the year that i have been you client but never receive anything back as a major expense.

I opened a claim with Homeowners of America aka HWA.

The first technician that came to my home thought it was a loose fixture around the service port. He tightened it and added freon.

On 5/30/2023 - Homeowners of America (HWA) sent out a HVAC technician from (First Class Mechanical HVAC) the technician did a thorough assessment by doing a dye leak test and identified a leak in the system. They provided pictures of the leak in the coil. HWA claim that they were unable to reach the company that did the assessment, so my claim set for weeks. I was communicating with both companies and Homeowner customer service were not being honest and transparent. They claimed that they were trying to contact a HVAC technician for three weeks. On July 2nd, I asked to speak to a supervisor. I received a call back from Wiseline Fleurinord (she was very professional and apologized for the delay, and she asked me to be patient) as my case was just escalated to her and she was trying to contact another technician to diagnose the issue. I wasn’t sure why it was taking so long for them to find a technician. I was able to call any technician and they were able to arrive the same day if needed.

On July 7, 2023, they finally sent out another technician to assess the issue. They determined that issue was a leak in the coil, the same issue the previous technician had found.

This time I received a notice from Home Warranty of America stating that they refused my claim due to a foreign substance found in the coil or line. This is ridiculous. So, I asked to speak to a manager. I received a call back from Jessica Ti-Jean, which had no tack at all! She got on the phone and didn’t care about the history of the claim, and I had been working on this claim since 5/30/2023. She immediately started trying to explain this subjective claim of a foreign substance found in the air system, which is absolutely Absurd since Homeowners of America (HWA)were the only people that touched/worked on the Air conditioner. I let her know that the only people that had touch the air conditioner was the technician that they sent out. Despite that, she used this excuse to deny my claim. So, I asked her to cancel my policy that I had for about a year. Needless to say, I am extremely disappointed in Homeowners of America (HWA) and will let everyone know about this type of service that I received from HWA.

Regards,

Kevin Twiggs

[protected]@yahoo.com

We have 28 open invoices for Choice and HWA thru their RELY portal. They had us purchasing equipment on a lot of the jobs. They have yet to pay ANY invoices submitted this year, Last year was extremely slow pay but this year NO pay.

I sent an inquiry about our payments and received a message back stating they closed our account due to "performance issues". They stated they are holding ALL Payments for up to 365 days. Our performance was top notch and we diagnosed truthfully and performed the work quickly. The customers loved our service because we would fight for the claim to be approved. Followed every guideline and did everything that was asked of us plus more! Their problem with us is the average cost of claim is too high because we will not perform band aid work like some of their " contractors".

We are out not only the cost of the service call but equipment as well. They owe us over 10K. We have seen them screw customers over and I have proof of it all. I have every approval from them as well stating they would pay x amount.

These people need to be put out of business. They pay NOTHING for the consumer and say they are " negotiating" lower prices for the consumer when in fact, they are making the consumer pay the majority of the low price and then they pull this on the contractor for the remainder, so they are paying ZERO dollars for the claim and raking in the premiums.

CROOKS! I have saved everything directly off of their site and now I will have to go to the expense of contacting customers for payment or filing liens on homes if we are not paid.

I have a diamond policy with this company and I filed 2 claims with them over 3 weeks ago and still no one has been sent out to fix these issues and no one has followed up with me in regards to these issues. My basement is completely flooded and my house is being damaged big time and my electricity is bad we have sparks coming out our outlets lights flickering and going on and off and fuses being blown daily and appliances sparking and shorting out. So much for carrying their diamond policy. My house could literally catch on fire anytime and water is also flooding out my basement and my walls and I can't get my home owner policy company to help its ridiculous.

I called HWA to service a water heater that was tripping the breaker. I received an email online with HWA account that said a tech would get with me in 6 hours. 18 hours went by and no contact. I called in and asked to pay out of pocket with reimbursment as my tenants had no hot water. The rep said they had 24 hours to find somebody. Phoenix AZ had PLENTY of available techs to service the problem as I had called two that could have been there on Friday the day I put in claim. At 23 hours in they assigned a tech that couldn't even get to the house for 3 days. I went online to read reviews of the company and HWA recent water heater fixes. The poor people who had put in reviews said in some cases they didn't even get the water heater for over two weeks when their local Home Depot and Lowes had them in stock but HWA said their repair contractor couldn't get the heater.

We have had HWA for over 10 years on a few houses and they were a good company before they were bought out. I have two other companies on other rentals and I NEVER get this frustration or run-a-round. I cancelled HWA on Tuesday. Tplumbing company I called fixed the water heater for $300 that same day. HWA was going to charge the service fee of $100 and our policy had gone up to $1067 a year.

Cancel them asap and have peace in your life. Tania from the HWA customer relations team kept saying "why are you throwing money away you have $5000 in your account for a water heater fix?". I told her I had asked for out of pocket 2 days earlier and she punted. When I told her I just wanted to cancel she became very unfriendly with me. HWA no longer offers any customer service. I now have eliminated the frustration they caused in my life and the life of my family that also held their contracts. We all cancelled.

Happy day...new company is 1/4 cost, covers all the same things and service fee is $60. DO NOT WASTE YOUR TIME trying to keep the relationship cordial with HWA.

On March 10 we made two claims for our hot water heater and trash compactor to be repaired. Today is March 27th, still no on has been assigned to repair these after multiple contacts to HWA. At one point a tech was assigned for the trash compactor, but the phone number for this tech was not a working number. After multiple attempts to have both items fixed and no response from HWA we are attempting to cancel the service (are on hold with HWA at the moment) and ended up paying to fix the how water heater ourselves. We did try to submit receipts for this to be reimbursed, have yet to hear back. Also, whenever a call is made to the company the people answering the phones do not speak English well, not sure if I am even being understand. This company is a joke, not sure how they are still in business. I highly advise you to stay away.

Hello,

Please note that I have made a complaint with the better business burrow about this matter.

I have home owners insurance through Home Warranty of America.

My garbage disposal broke and it’s in need of repair. I contacted Home Warranty of America to make a claim, however after countless hours of speaking with their bots and ai I managed to get a hold of a manager. The manager Adam, refuse to have someone come in the weekend to review my claim. This is after countess explains to him that I work during the weekend and cannot make the suggested hours. He refused and further threaten to cancel the claim.

I also asked him that I could do the work my self, but would like a reimbursement of the unit (solely the unit and not the labor). Which he also refused, I pointed out the fact the a service fee cost me personally $85, while a new disposal is only with $90. So in short, it would also makes no sense for me to schedule an appointment on the week day where I would have to take off work (costing by me money on top of the fee) which he also refused.

Finally, I asked him to show me I’m the service agreement where does it shows the hours available for service, which he did not know and refused to answer the questions.

After asking for multiple managers, my claim was ignored and cancelled by Home Warranty of America.

Thank you

I had a contract with HWA for several years, beginning February of 2017. I filed a handful of claims and was always pretty well satisfied with their service. However, I called to cancel the contract when I sold the home in December of 2021. Fast forward to today, I realized that they were still taking the premium out of my account. I called them to explain the situation and was told that it was never cancelled and they would cancel it today, and refund ONE month of premiums...after taking it out of my account for FOURTEEN months. I have proof (obviously) that I haven't owned the house and the rep I spoke with said it doesn't matter. I realize I bear some responsibility because I should have paid more attention to my checking account, but with proof that I didn't own the house, shouldn't I get a refund of the entire 14 months? I'm so frustrated with their lack of customer service.

We bought home warranty of americas new home policy in august of 2022 for $625. It was supposed to be for a full year of protection for appliance. Since then, we have gone 3 months with no dishwasher because they cannot get anyone to fix the dishwasher, and refuse to replace it.

I have been in the home for 4 different technicians trying to fix the problem, wasted 3 other days for technicians to no show because something HWA did to stop service, and called them at least 20 times trying to get a resolution.

They claim they will get it scheduled in 24 hours, but the 15 emails I have saying they couldn’t fix it prove otherwise.

They also have a reimbursement option, but none of the technicians I’ve called are willing to work with them, so it doesn’t actually work. They also claim they refuse the right to reimburse you, which makes it a gamble to try this method.

I filed a claim on 1/13/23. The service company came out 1/17/23. The service company didn't even want to work on the water heater and they submitted a replacement claim back to HWA whom in turn approved the claim on 1/17/23. After discussing with the service company I rejected the claim offer - this prompted an email saying my claim will be assigned to a dedicated case manager again 1/17/23 and I will be contacted within one business day. Today is 1/24/23 - I have yet to hear from a case manager; after I called 3x. Absolutely unacceptable customer service.

I had using this as a last resort, but after seeing all the complaints, I really wished I would had read this prior to paying my policy premium.

I like a lot of these complaints had an issue with a slow draining sink, after numerous calls and being told it would be escalated, and after I paid my co-pay, I got someone about 3 weeks later. They said they would need to get permission from HWA for additional work, I think we all see where this is going. I had called and called and kept getting the same runaround. They finally just removed the claim and then told me I needed to resubmit one again and pay the co pay, that was about three weeks ago, and again no one responded, and the site, just said we are working hard to find you a tech. I did get a message about renewing my policy, even though mine expires next April, and I would get a month free, and it was $100 more. I said no, and when I went to check on my claim status it said:

"This claim is not currently being dispatched to the HWA Vendor Network. If you have any additional questions or feedback, please reply below."

I will have to hire someone privately because I just get the same script when I call. I can't do anything else and wish I just got my money refunded for this policy I paid. I have no idea if they can be sued because this is fraud.

2 weeks ago I submitted a claim for a furnace that was not working. After several days, HWA notified me that they had no technicians in the area to help me and to proceed with the reimbursement option. I attempted to contact vendors in my area. I was unable to find any technician who would do HWA's process for reimbursement. So the reimbursement option is not an option. The temperatures are below freezing. HWA finally assigned a technician to the claim. However the technician notified me that he refused the ticket as he does NOT work on HVAC. I called HWA (again) and was told for the third time that my claim was being escalated and to allow 4-24 hours for a technician to be assigned, and that my ONLY option is to wait and allow them time. Not one person I have spoken to has told me anything but the written script, to wait. I have been told by an HWA rep that the only option I have is to wait since I refused the reimbursement option. Their service stinks, and I will not be renewing my contract

I have two contracts, references (a) and (b) with Home Warranty of America (HWA) and have been in good standing for several years. This year has been the most disappointing by far.

Let me begin with Ref (a) Claim #3874906 (Policy #IL0-SA00169998):

This claim was initiated on July 15, 2022 and on July 16, 2022 HWA sent me an email stating The Handy Woman 911 has been assigned to my claim with an appointment scheduled for Tuesday July 19th, 2022 between the hours of 07:00 AM and 11:00 AM. No one showed at the appointed time so I called. The Handy Woman technician stated that they were really busy and doubt they could get to this claim but rescheduled for the next day. They never showed or called.

July 26, 2022, HWA sent me an reassignment email stating Erics Heating and Cooling was assigned to this claim with an appointment scheduled for Monday August 1st, 2022 between the hours of 03:00 PM and 08:00 PM. Based on my experience with the last company I called to confirm my appointment. The technician stated they did not know they had been assigned the claim! Erics Heating and Cooling rescheduled for August 5, 2022 and never showed or called.

On August 8, 2022 HWA reassigned my claim to The Handy Woman 911 again! I informed HWA that this company failed to respond previously and I have made numerous changes in my schedule for reassignments of this claim to only be disappointed and frustrated! I decided to use the re-imbursement process.

On August 10, 2022, American Tech Support Heating ~ AC provided an invoice/estimate of $3800.00 which I uploaded to the HWA site. On August 11, 2022 I received authorization sent via text for Work Order #3874906:

I called HWA to check on the status of re-imbursement and all of a sudden on September 9, 2022 appears a claim status posting stating “Please provide the following information that has been requested for authorization to your technician. Itemized pricing to supply and install the equipment”. This is clearly an attempt to over shadow the above authorization. I sent/uploaded the invoice detailing/itemizing replacement and cost of $3800.00.

HWA puts the following in my file: “It has been determined that the condenser and attic coil have been replaced prior to obtaining approval from Home Warranty of America.” I

I disputed the allegation and informed HWA about the authorization I received. I requested re-imbursement of $3800.00. Wrongly, HWA posted the following: “As you requested. The offer of $2,367 is being made for reimbursement.” I made no such request!

At this moment due to my family suffering 100-degree+ temperatures, all while being passed to unvetted companies, for over a month not to mention the personal time lost due to multiple schedule changes, I am asking for the remaining $1,433 for re-imbursement and the return of one $55.00 monthly payment. I have faithfully honored our contract, made timely monthly payments and adhered to service fee procedures. During this claim I received very unprofessional service while HWA employees’ circumvented policies and procedures.

Let me continue with Ref (b), Policy #IL0-SA00169997 (Claim # 4929351):

- September 9, 2022, A-1 American Services, Inc. assigned to my claim and an appointment scheduled for Tuesday September 13th, 2022 between the hours of 07:00 AM and 11:00 AM. Company/Technician never showed!

- September 16, 2022 Almost Froze Hvac assigned to my claim and appointment scheduled for Saturday September 24th, 2022 between the hours of 11:00 AM and 03:00 PM. Company/Technician never showed!

- Claim cancelled due to lack of available network technicians & HWA recommendation to use re-imbursement program

Policy #IL0-SA00169997 (Claim # 4929474):

- September 13, 2022, Renovation Solutions assigned to my claim and appointment scheduled for Thursday September 15th, 2022 between the hours of 11:00 AM and 03:00 PM. Company/Technician never showed!

- October 18, 2022, Mike & Mike Services Inc assigned to my claim appointment scheduled for Wednesday October 19th, 2022 between the hours of 11:00 AM and 03:00 PM. Company technician stated they do not do residential and had no knowledge of claim via HWA.

- November 1, 2022 Arnold Home Helper assigned to my claim and appointment scheduled for Thursday November 3rd, 2022 between the hours of 11:00 AM and 03:00 PM. Spoke with Company today and while they acknowledged the claim stated their understanding is the time would be set by them not HWA. Waiting on call back to confirm time.

In closing, I am aware businesses go through challenges however the customers should not be expected to settle for less than what they are paying for. I have made a very generous offer to address my financial concerns and hope you will remit the $ 1488.00 reimbursement. In addition, hopefully the vendor/technician networking process can be improved to prevent the frustrations caused by claim assignment delays and communications. I would be more than happy to advise on ways to improve your logistics and customer service satisfaction.

Sincerely,

Ronald L. Burton

Email: Burtonrl. [protected]@gmail.com

Tel: [protected]