Home Warranty of America [HWA]
Reviews and Complaints

Submitted my claim for hvac repair Dec. 2nd. Today is Dec. 16th, 2019. The tech came out and said the unit needed to be replaced couldn't find the replacement part so the next higher assembly was required. Tech sent all required documents to hwa. Call them to follow up daily and each rep said they were waiting on managers approval to sign off but they had no direct line to them all they could do is email them the open claim. Its the winter and the weather continues to change and we have no hvac system that is operational. They could least put us in hotel if its going to take this long but no they have no urgency in repairing claims that we can't continue to live in these conditions. I will not recommend this company. Horrible.

I called the 24hr emergency service last night to get my garage door fixed because it fell off track and eventually fell inside my garage. I called again and also went online to make a claim. I called the repairmen assigned to claim and he told me that even though I have the upgraded package the door is not covered. I got this package to make sure all repairs are covered in my home warranty. While calling back and forth with your company the rep told me to different stories one said it's not covered the other said the mechanical is covered but the door is not the other called and left a message telling me that no repairs are covered and canceled my service call and I called back to ask why were the repairmen canceled if the mechanical is covered? Also If I could add on additional coverage to cover the door and all pieces I was on hold forever for another rep to tell me NO!
This is not a way to run a company and I feel this is outrageous and why should I have to jump through hoops to get things fix that have paid for already in my home warranty! I was renewing my contract after this I will not!

Initial claim for non-functioning AC unit was 8/23. HWA replaced the unit, which included the evaporator, blower, heating unit. 10/15, the unit stopped working. Another claim was opened (#3148947). Determination was that they installed a 60A unit on a 30A circuit. 2 weeks later, the claim is still unresolved. We are experiencing 35 degree temperatures and have no heat. Each day I call, I am told someone will call me back w/ in 24 hours. No such call is received. HWA suggested replacing the breaker with a 60A breaker. The wiring for the unit nor the panel cannot accommodate this load.

Service Provider 1:
Claim #: 3103366 Assigned Service Provider: Central Appliance LLC
Claim File Date: 07-15-2019 Service Provider Number: [protected]
Estimated Service Fee: $75.00

Service Provider 2:
Claim #: 3103366 Assigned Service Provider: Sears - National Claims Center (Northeast)
Claim File Date: 07-15-2019. Service Provider Number: [protected]
Estimated Service Fee: $75.00

My claim for my washer was opened on 7/15/2019 and I was assigned a service provider 1 who would not return a phone call or answer phone so that I can schedule a service request. HWA customer service members also faced the same problem and finally after one week of back and forth they assigned Sears to take over. Their technician came out and advised that their first approach is to repair the washer and will order three parts. Once parts arrive call back and schedule an appointment. ETA for parts was given as 8/5/2019. I did receive one part on time however the remaining two parts are still on backorder. In the meantime, I have called the number of times to check what is the claim status. For 3 weeks I was bounced back and forth with statements from HWA that we are still waiting on parts from Sears. On 08/12/2019 a supervisor left me a message that he had checked Sears system and they have received the parts and I can call Sears to schedule an appointment. But that supervisor did not know that I was in contact touch with sears and part is still on backorder as of today and Sears is providing with no guarantee as to when the part will be available. With that being said I have been paying insurance premiums for approximately two years if not more and when it came to service I get nothing but being advised that parts are still back-ordered. I cannot wait and keep on hearing that we are waiting on parts. What is your company policy? Where do you draw the line? When I called today (8/19/2019 after confirming with Sears one more time regarding part status which is still on backorder) I called HWA customer service and I was advised that as per the contract they are under no obligation to move forward with replacing the washer. There is no deadline for HWA and they are under no obligation to replace the defective appliance. I must wait for the parts to arrive. I do need a resolution to this issue. I have been very patient till now and I believe that your company is nothing but a scam and I will make sure to post an actual picture of your company on all social media forums that I have access to regarding my experience so that other people do not get scammed.

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So in other words, if they do not like what you have to say they can choose not to publish your review.

I have been a customer since 9/16/2017 and since that time I have spent $1080.80 in monthly fees, and $170 in service call fees.

#1. The first service call was for my dishwasher (claim #2990331) where a technician was called out from 1st Class Plumbing Services (a 2-star company on Yelp). The technician didn't even look at the plumbing to the sink from the dishwasher or the trap. He just said I needed to buy some cleaning stuff off of Amazon. That was $100.

I called HWA and told them I wasn't going to pay $100 for absolutely nothing, so they said they would only charge me $75. I then called my own handiman, who was able to fix it for $75. HWA agreed that if I sent them the invoice from my handiman, they would reimburse me. To date, I have called 3 times and sent the invoice to customerpayinvoices@directenergy.com 2 times and have not received my money back.

#2. The 2nd Service call (claim #3101376) was on 7/12/19 for my washing maching which broke on 7/11/19 and was leaking water out the bottom. HWA sent a service man out from A&A Appliance (a 1-star Yelp company). I paid $100 again, and this technician said it was from the soap dispenser going in and out over time that cracked the housing. But in his written report, he told HWA it was from me putting something heavy in the drum (which never happened and he never even asked me about that.) When HWA called me to tell me they wouldn't cover it because it was "MY ERROR", I told them that was a bold faced lie and that I wanted to speak with that technician. I called him directly and he denied having said that. Then when HWA called him directly, he hung up on them. HWA then agreed to have a different technician come out. The lady I was on the phone with (for over 1 1/2 hours!) went through the entire list of vendors to try and find one that had more than 3 stars on Yelp (which none of them did.) We finally agreed on Universal Appliance & Kitchen (2-stars), and they agreed to come out on Friday (July 19). Then on Friday afternoon, I called the vendor to see when they were coming and they said they couldn't come until Monday. I called HWA and they called the vendor and got them to come out friday afternoon. The technician looked at the machine briefly. I explained what the previous technician had said and he took a few pictures and left.

On, Tuesday, July 23, HWA called to tell me they weren't going to cover the machine because it was the soap dispenser, which isn't covered.

I have the HWA Premium Plus package.

My Warranty agreement states clearly:

WASHER/DRYER PACKAGE: INCLUDED: All parts and components.

EXCLUDED: (they list certain parts and components)

However, the law states that you CANNOT lawfully say you include ALL parts and components and at the same time exclude some.

The words 'WITH THE EXCEPTION OF THE FOLLOWING" would need to be stated and SIGNED BY ME!

I didn't agree to this. HWA sent these conditions after I purchased the premium package which was sold to me as a complete warranty.

I asked that they immediately cancel my warranty and refund me all monies paid to them for essentially NOTHING.

Not only did they not respond to my email, they charged me. For another month today, 8/15/19.

You can't get a hold Of anyone who can do anything either.

Worst business ever.

HOA sent a company out after 3 days of our air broken and after 2 places told them that it's thr compressor, they still have to approved it for instalation. It has now been 8 business days plus a weekend and I've been on hold for almost an hour twice today. Nobody has any answered and the AC company told us once they finally send in approval, it will be another full week before we get an AC. We are displaced from our home. This is an awful company and we will be cancelinf our warranty as soon as this is dealt with. I am totally disgusted by the entire situation. They should be shut down.

I called several days in. Row about pool repair we got a claim # and everything email stating to go ahead. Then they told company they would not pay for it. I called they said it's capped I would of understood that if they would of told us before they gave claim guy said well it was posted today that it is capped. They should of known that when they assigned a claim. I asked the lady today so you guys can screw up and not have any responsibilities for it. Not good business! I own a business and if my employee screw up we make it right not say sorry!
Peggy
[protected].
Thank you

I have had multiple poor experiences with HWA home warranty company, but this is the worst yet. I filed a claim for AC problems on 6/19/19, was told the AC needed to be replaced, but the warranty company has yet to finalize the claim and actually replace the AC. I have called the company dozens of times for updates, and every time I get the runaround. Nobody seems to know what is happening and every time I call, I am told something different. I ask to speak to a manager, and I am told there is none. The latest is that I was told I needed to call to approve out of pocket cost for replacement, so I did so 2 days ago. I spoke to a woman, gave permission and accepted the charges, and she told me that she was placing the order for a new AC unit and it would arrive in 5-7 business days. I called today to followup and make sure that was done, and I was told that I never accepted the charges and so the unit was never ordered. This is just one example, but similar occurrences have happened multiple times since I opened the claim. I really believe that they think I will just forget about it and then they won't have to pay. Meanwhile, I have a broken AC unit with 90+ degree summertime temperatures. I worry about my family and pets and their health as a result. I have also placed a complaint with the BBB against HWA.

I filed a claim on 7/5/19, service man came out and said my a/c coils are leaking. He Sent the documentation to HWA. I have been calling daily about this claim as I LIVE IN ARIZONA AND ITS BEE SINCE JULY 5TH, 12 DAYS WITHOUT AIR CONDITIONING. EVERY TIME I CALL I AM TOLD TH3 SAME THING, IT'S WAITING FOR APPOVAL. The service man they sent here has called me 3 times ski g what the hold up is and I told him I do not know. I called HWA and asked for the name and phone number of the Director of Operations and was told I cannot have that info but a Supervisor would call me that day. It's been 6 days since that call and I have had no call from any Supervisor. My husband and I are senior citizens, the Arizonaheathas been between 109 and 115 degrees since we filed this claim on July 5th, 2019.
Can someone please help us before we die from this heat?
JANET MARSH- phone. [protected]. address, 2388 W. Silver Streak Way, Queen Creek, AZ. 85142
CLAIM # 3091698 with HWA. HWA Phone .1-888-492-7359

HWA's warranty states all parts of the a/c unit are covered. Their service tech was out twice. The first time he said the problem was a breaker and the unit worked for 3 weeks and then stopped cooling. The 2nd visit by the same tech found a leak in the coil. It has been 5 weeks since the 2nd service call and HWA is not covering any of the costs to replace the coil. This is a clear case of fraud and misrepresentation on their part. The warranty was provided by the seller's realtor, ROBIN REALTY in Mandeville, LA. Both HWA and Robin Realty should be avoided.

Terrible response after 3 week wait for our washer. We moved into the home in March. We used the washer twice and then it broke. 2 service people showed up and then we waited to get a response on what was to happen next. they asked for the home inspection which read... 'washer needed further evaluation'. which to us meant that the inspection, while running the machine successfully, did not do a deep dive into how it was or would operate. THAT'S WHY YOU BUY INSURANCE, FOLKS.

The claim was denied once HWA coulc use the Home Inspection as cover.

Worthless. Do not work with this firm.

Home Warranty of America
1371 Abbott Court, Buffalo Grove, Il. 60089

(847) 291-6699
(847) 793-0225

President: Manu Asthana
Secretary: Bray Dohrwardt, Esq
Memo Ruiz-Paniagua, Office of the President, HWA / Direct Energy
Guillermo.ruiz@hwahomewarranty.com
Direct Line: 224-532-5461
Toll Free: 844-875-2998

March 24, 2019
Home Warranty Plans | Home Warranty of America
Washing Machine Stopped Working
Home Warranty Plan
(847) 291-6699
(847) 793-0225
Website listed number: 1-888-492-7359
Contract Number: 3500484
Case Number: 2966076
Home Warranty Plans | Home Warranty of America

April 1, 2019, Monday, 1:30 pm.
Called HWP. Talked to Valnca, Clerk at HWA
I issued a complaint regarding washer parts not being available. I called LG personally and the customer service agent told me they no longer made the part for the model of LG washer.
Valnca will send to another department for review. She said that a person from HWP would call back before 5 o'clock today, April 1, 2019. As of 3:30 PM, no one had returned our call. No one called me back.

Called LG on April 1, 2019, at 2:30 p.m. per request Mr. Appliance
Talked to agent and she said no substitute would work for LG Washing Machine.
She called HWP and told Alex that there was no replacement part that would work. Suggested I call Alex at HWP

April 1, 2019, Monday, 3:35 p.m.
Asked to talk to Alex, but had to talk to Heidi. She said there was nothing that could be done until the part had been delivered and a technician tries to fix the part for the washing machine. Asked to talk to her supervisor. Put on hold for 55 min. Heidi disconnected the phone call. No one called me back.

April 1, 2019, Monday, 5:25 p.m
Called back and talked to Charlie.
Charlie put me on hold to talk to his Supervisor. After talking to his "team", Charlie told me he needed to talk to the service provider to get more information for a new assessment for our washing machine. Charlie put me on hold to call Mr. Appliance. Charlie was unable to get a hold of Mr. Appliance. Charlie said that he would call me back tomorrow. I told Charlie he would need to call me back between 8:00 AM through 12 PM tomorrow. Charlie promised and reassured me he would call me back tomorrow. Conversation ended at 5:59 PM.

April 2, 2019, Tuesday, 3:30 pm.
Charlie did not call me back as promised today. I called HWA and asked to talk to Charlie. I talked to Miguel instead and went through the whole situation in regard to our washer. Miquel put me on hold for 10 minutes. Miguel came back on the phone to talk to me and stated that he had talked to Marcia from Mr. Appliance in Bloomington Illinois. He said that another part had to be ordered and that is not what we were originally told by HWA. We were told that the part was on its way and had a UPS tracking number. After talking to Miguel, it is my understanding that we now have two parts that have to be sent to us in order to fix the washing machine. This was never told to me yesterday, it was never told to Neil, the technician from Mr. Appliance. I received an email from Marcia at Mr. Appliance stating that they were not sure what was going on at HWA.

April 4, 2019, Thursday, 2:12 p.m.
Received an email from Memo Ruiz-Paniagua, Office of the President, HWA / Direct Energy, informing us that we now have two options:.
1. A replacement unit being offered. Adding in the email that please be aware
that if for any reason this order is cancelled after it is accepted, there will be a
re-stock fee due to GE that HWA will not be responsible for.
 2 A cash out of $625. This check usually takes about 2-3 weeks to arrive to our
house. If you would like an expedited process, you may opt for a virtual credit
card called Tango. After I received the email, I called several retail stores and
our bank to see if a Tango card would be accepted and everyone I spoke to
had never heard of a Tango card.

April 4, 2019, Thursday, 2:30 p.m.
Called Memo Ruiz-Paniagua, Office of the President, HWA / Direct Energy Direct Line at 224-532-5461, in order to discuss the options and request an expedited check to be sent to us within 5 to 7 business days rather than wait 2 to 3 weeks. Had to leave a message on his voice mail. Did not receive a call back.

April 4, Thursday, 3:30 p.m.
Called the main number at HWA and talked to Elizabeth. I had to go through the whole process of explaining our issue again. Elizabeth put me on hold. She read over the notes from HWA and told me that since we lived in Illinois, we would probably receive a check for the $625. in 5 to 7 business days. I told her that I would like that in writing, via an email, and she said she would check and have Memo Ruiz-Paniagua call me back. Conversation ended at 3:45 p.m.

April 5, Friday, 8:30 a.m.
Memo Ruiz-Paniagua, Office of the President, HWA / Direct Energy called and told me there was no guarantee of a check arriving in 5-7 business days as the process is 2-3 weeks.

April 5, Friday, 10:30 a.m
I sent an email to Memo Ruiz-Paniagua, Office of the President, HWA / Direct Energy asking again why we could not get an expedited check sent to us since Elizabeth had told us on April 4, 2019 that we probably would receive the check within 5-7 business days since we lived in Illinois. I also stated that if it took 3 weeks that would put us out of having a washer for approximately 6 weeks and that was too long to wait and unacceptable.

April 5, Friday, 11:53 a.m.
I received a response to my email from Memo Ruiz-Paniagua, Office of the President, HWA / Direct Energy. In the email, Memo stated that there is no guarantee of a 5-7 business days as the process is 2-3 weeks.

April 5, Friday, 4:00 p.m.
I received a call from a representative from HWA asking me when we would like to set up an appointment to have the parts installed in our existing washer. I told her that she needed to talk to Memo Ruiz-Paniagua, Office of the President, HWA / Direct Energy since he had already sent me an email on April 4, 2019, Thursday, stating that he had given us an option of a cash out of $625. She seemed very surprised and I suggested she talk with Memo Ruiz-Paniagua, Office of the President, HWA / Direct Energy.

We have been mislead, lied to, had to talk to numerous people that offer us conflicting information, put on hold many times and we actually were put on hold to talk to someone for over an hour and then, they hung up on us. We have been treated rudely, condescendingly, placated with false promises, and unprofessionally. No wonder HWA has such a low rating with the BBB.

The telephone main number listed on the website for Home Warranty is (888) 492-7359. Instead call
Memo Ruiz-Paniagua, Office of the President, HWA / Direct Energy
Guillermo.ruiz@hwahomewarranty.com
Direct Line: 224-532-5461

As new home owners we did not choose HWA as our home warranty company. They were part of the contract we signed for our new house we purchased. Therefore, buyers of new homes beware and you may want to check out your Home Warranty Company before signing your new contract.

Please read the BBB reviews listed at
https://www.bbb.org/us/il/lincolnshire/profile/home-warranty-plans/home-warranty-of-america-0654-28001705

http://homewarrantyofamericasucks.blogspot.com/

Thanks very much for your support.
Jerry Parker
 

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https://www.bbb.org/us/il/lincolnshire/profile/home-warranty-plans/home-warranty-of-america-0654-280

Hello,

I would like to tell you about my experience with your company. My first realtor I had told me that we should never get the home warranty because they don't pay for anything and will find a way to get out of covering your issues. He was absolutely correct. I wish I would have never got this home warranty when I purchased my home. You guys have done absolutely nothing for me when I needed you the most. I will let everyone know even realtors I know that home warranty is a waste of time and resources.

To begin I have had two problems in my home that you have found a say to get out of covering me for. My last issue was severe and huge. I have to poor thousands into getting my home back normal because you guys were no help when we needed you the most. You send out some of the most uncomprehending contractors who are true and obnoxious. I have never done business with someone so pushy and rude before like the plumbing guy you sent out here. You really need to interview these contractors and give them some customer service training. He didn't even touch a thing in my home that day dealing with my toilet and he closed out my ticket and told you guys it was our fault. He is scandalizing you and me out of our money because he is not doing a thing when he goes out on these calls.

What he did touch and inspect was my water heater that the toilet overflow damaged but he told you all it was fault. Very very questionable! Your actual customer service department needs training as well I called about all of this and spoke with two different reps today Saturday, December 8th at 12:44pm and 12:56pm. The last person I spoke with was a man and he was so rude. He was so caught off guard like he was doing something completely else when I called. He was not even prepared to take the call. Which caused me to have to keep repeating myself over and over again to him.

I'm Beyond done with HWA and your contractors. There is no way I would ever renew this contract. I hate I have to pay your plumbing contractor who came out here and did absolutely nothing but lied.

I am dissatisfied with the service or lack of service provided by HWA. We had a stoppage and paid HWA to have a plumber tell us we needed our septic pumped. The plumber contracted by you contacted you to tell you to hire a company to pump our septic. That was 2 weeks ago. I contacted your company again and was assured within 48hours we would be contacted by the septic company to schedule. Still NO ONE HAS CONTACTED US! We were told someone would contact us to schedule the septic pumping within 48 hours of the plumber contacting your company. The lack of service provided could cause a back up, the ground is now frozen and could cause more problems. There was sewage backing up into my daughters bathtub when we hired HWA to fix the stoppage.
I just called again and was told they could not find a septic company willing to work with HWA to pump our septic tank. They told me have someone come give us a quote then IF they were willing to pay the company's fee they would authorize it and reimburse us. If not we would have to keep having companys come out and give us quotes until they recieved an amount they would approve.

Sincerely,
Kaia Daniels
[protected]
MY ACCOUNT:
CONTRACT #: 741339
PROPERTY ADDRESS: 318 CRESTVIEW DR, NAMPA, ID 83686

HWA denied a claim to replace a toilet because they said the toilet never worked when the warranty never began. Since HWA never conducted an inspection like they were supposed to then that means every claim in my home will be denied. The events from the Aug 15 post below is almost identical. The claim was denied but when I checked with the claim status they could only tell me it was denied. I was not contacted by email or phone. No details were provided. The company is hiding behind the fact that there was no inspection of the appliances in the home. This is a company requirement and I was unaware of this so an error on the companies part means I paid for a warranty and am still left paying for the repair. That's like having health insurance and still having to pay the hospital bills. Why do I need a warranty if I have to pay for the repair. Contract # 3564045. Technician visited my home on Aug 23. I wish for anything associated for this claim to be accomplished. Since the company failed to insure that all appliances are/were in proper working order I believe the company is in breach of contract. Failure to administratively ensure all actions as required prior to the contract coverage period beginning is on the offending party and in this case the supporting unit "HWA" failed to perform all administrative functions and the supported unit "Homeowner" has complied with any company request and paid the cost of the contract on the due date through an automatic EFT.

Head line- Are you ready to call them multiple times a day and live with service items 2-4 weeks only to hear the coverage is refused? Their staff will hang up on you/no call backs, per their job descriptions, so good luck getting any coverage out of the warranty.

Here's how they do it- They don't have techs in your area (WHY? because they ask vendors to use unqualified local techs), so for most claims you will be presented a dazzling option to find a vendor in your area, It will be marketed as "Just ask the vendor to submit the diagnosis report and authorization will be available in 48 hours, don't worry everything will be covered". Your claim will then be on hold for 2-4 weeks (trick to frustrate you and fix it yourself), HWA will finally decline the coverage saying it was your choice.
For any question you ask, "This was your choice", "HWA reserves all rights", "We are trying all ways to expedite", "You will get the call"

I was gifted this warranty by seller. I owned Gold plan for 2 years and that's how my AC claim was handled. Today is 8/15 and I am yet to see any warranty benefits of claim filed on 7/7

Their Gold package is failure, AC coverage is non existent, they'r full of false marketing, check their reviews on BBB/consumeraffairs/Yelp.

On 7/19 we submitted our 2nd claim for AC not working. We were told it would take 48 hrs for the the approval because we had a coil leak and needed it replaced. After 48 hrs we do not hear a response and neither does our contractor. So after repeated phone calls to them and many different stories, they finally approve it after 3 extra days . Now here it sits 8/4 with no coil in sight, I'm not allowed to speak to purchasing department, the information is supposedly not in their computers, they now no longer know what are tracking number is and say they were given the wrong one by ups and someone will have to call us back . Everything is wrong with company.

On 5-31-18 I contacted HWA about my AC unit not working and was informed to find my own HVAC service provider that they have no one available. I had my AC unit serviced and HWA wanted to talk to the service technician, HWA had him on hold for 45 minutes and he could not wait any longer seeing that we had excessive heat and he had many service calls. My wife remained on the phone for an extra 25 minutes before anyone returned on the line. She explained he had to leave so HWA asked for a copy of the invoice which was provided. Now I'm getting the run around HWA saying I have to have the technician contact them. I did everything HWA asked and they are still not paying my claim. I also called HWA many times and was told I would be contacted within 24 hours and that never happened.

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.