Thank you for your review Christina! We are happy to hear you had a good experience with our company, and we love to hear this feedback. Have a good day! All the best, - Jane
Original review: Aug. 16, 2016
My husband and I are first time homeowners and our realtor gifted us with a warranty from HWA. Of course our garage door spring busted the first week on a Saturday so we had to wait to call HWA on Monday. Over the course of the weekend I researched HWA and was horrified to see all of the terrible reviews and it's poor ratings. I was dreading having to deal with them and debated just canceling the warranty and renewing with another company.
I called first thing this morning and reached a customer service representative in about 10 minutes. Since we had a new policy they had to transfer us to another department which took about 10 minutes. The woman I spoke to was very nice and helpful. She quickly took my claim and gave me all of the information for their vendor, Alliance Garage and Gate. Alliance called a couple of hours later and told me that he could have a technician out between one and three. The technician was very quick and fixed our garage with a brand new spring! I am not sure if we just got lucky or people don't take time to write good reviews, but so far HWA has been amazing.
We apologize for the service you've received thus far, and we want to make sure that each of your claims is addressed properly and in a timely manner. If you could please private message us claim number(s) and a best phone number to reach you at, we will have our escalations team reach out to you regarding the matter. We look forward to resolving your concerns. Sincerely, - Henry
Original review: Oct. 11, 2016
HWA has to be the most worthless company I have ever done business with. I have been dealing with a claim for approximately 3 weeks with no resolution. I have placed numerous calls to both HWA and the contractor to no avail. If you are considering using this company just save your money or look elsewhere. I have placed 4 service calls - one that was not covered and 2 that were neither followed up by HWA or the vendor and the current one that is still in progress.
Do not waste your time or money purchasing a home warranty from HWA. Our realtor asked for this home warranty from the seller, "Diamond" coverage. Plan clearly covers the repair/replacement of an AC coil, but we are now going on three days waiting for "approval." Their contractor says they've sent the "diagnosis" to HWA as required, but conveniently, HWA tells me it hasn't been received, despite the HWA phone rep from telling me that it had been received and was being expedited.
Now today, Supervisor Marshall says that the "diagnosis form hasn't been received." I talk with the mechanical contractor owner who tells me that Marshall called and said he had "questions." That's a far cry from telling the mechanical guy that the "diagnosis form hasn't been received." How can HWA have questions about something they tell a customer they haven't received? If I were this contractor, I'd rethink doing business with HWA just as I will NEVER purchase from them again and will make sure others don't make the same mistake.
Hi, Whitney! Thank you for taking the time to leave us a review. We are always looking to improve and make sure that our customers are provided with a great experience. We appreciate the feedback you have provide for us regarding your experiences with our service. Have a great day! -Elle
Original review: Sept. 28, 2016
Overall, HWA has generally provided me with good service. There are a few times I've had to hold for a long time while calling to report a claim, but I'd say my average wait has been around 5-10 minutes. As another reviewer said, sometimes it's quicker to choose the option for opening a new account with HWA, then just having the service rep transfer you to the right department.
Most of the technicians HWA has assigned to my claims have called me promptly to set up an appointment and all of those people show up at the arranged time. However, there was one particular instance when my AC broke during the hottest month of this summer and HWA was completely unhelpful -- it took 3 calls to HWA, 6+ calls to HWA-recommended AC repairmen, and 3 different visits by 3 different repairmen before my AC was finally working again.
Some of the HWA-assigned contractors never returned my calls, while some of them said they weren't taking any new orders at the time (height of summer = lots of business for AC repairmen apparently). In the end, I had to find an independent repairman on my own and then he had to call HWA to report what the problem was and see if they would cover it. The whole process was incredibly inefficient and very frustrating. This leads me to a few general pros and a cons re: HWA's service.
CON -- The company doesn't seem to have any "quality control" filter for the service providers/contractors they assign claims to. Throughout the year that I've used HWA, the company has assigned several claims to contractors who are: 1) too busy or not currently able to provide the requested service; 2) who are completely lacking in professional organization/courtesy (i.e., they don't return phone calls); and/or 3) contractors who don't have the necessary knowledge and skill to correctly diagnose and fix the problem.
PRO -- They will generally let you find your own service provider/contractor if their suggested company is unavailable or doesn't respond, then cover the cost of that person's service under the home warranty plan. If you happen to know a good contractor in the area who does the work you're looking for, this can end up being a much more reassuring (and usually quicker) way to get your house issue fixed than simply trusting that HWA's recommended contractor will do a good job.
Hi Monica, we are sorry to hear you had this type of experience with our company. We would be more than happy to investigate this further for you. Could you please message us your claim #, full address & phone #? All the best, Jane
Original review: Sept. 24, 2016
Buyer Beware. We purchased our home and within 1.5 weeks we had an issue with our air conditioning system. I submitted a claim through the online form which asked when the issue started to occur. On the form it only gives you a few options... Two of which were 1 week ago or about two weeks ago. I selected the latter. Upon submission the claim was immediately denied. I called HWA to find out the reasoning and was told that the "two weeks" I submitted on the online form would have the issue initially occurring a day before the contract start date. I had to explain to the service rep that the only reason why that would be was because the online form required a specific selection. She continued to argue with me until I asked to speak to a supervisor.
The next day I received a call from the supervisor who argued the date with me again. When I told him I could produce proof that there was no way we would have been in the house prior to the start of the contract --- he then started to argue that the issue we are dealing with was probably pre-existing. At that point I told him that I would provide HWA with our home inspection which would prove the system was in fine working order prior to this issue occurring. He asked me to submit it to an email address and they would review and process this claim immediately. Five days go by and no update. I called back HWA to find that none of the paperwork was loaded into the system and had to resend all of the documents.
I called back a day later and was told that my claim would still need to wait 3 more days as "it couldn't be processed over the weekend". The rep assured me I would have a response by HWA on whether this would be a covered repair or not by Monday --- meanwhile my family has been sitting in a house in Austin TX without a fully functioning AC system for nearly a week and the temperatures have been in the 90's. If I were you I would go through HSA.... Do not buy an HWA Home Warranty.
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Do not waste your money with this warranty program. This policy does not help the homeowner. After a few claims with this company, I've had nothing but bad experiences. Their game is to have their exclusive contractors use language in their service reports for items that fall in the uncovered category so they don't have to pay. Here's my best example: My A/C compressor ground out while still under manufacturer's warranty (only 2 years old).
Using HWA's contractor, there were uncovered costs of $870 - items such as "modifications" and "maintenance" that were not covered by warranty but necessary to install the free replacement compressor. Their rep's response was "did you read your contract?" I came out better (paid less and had less hassle) bypassing HWA completely and using my own contractor. And HWA's contractor even called after I cancelled the claim and said he could do it cheaper without going through them. Skip HWA and just pay for your repairs on your own. Terrible experience all the way around.
We bought a home warranty with our recent home purchase with Home Warranty of America (HWA). The refrigerator broke on Saturday night late. We called the warranty Sunday am. HWA deemed it an emergency but first tried to tell us our plan didn't include the appliance upgrade package as we could purchase this for an extra $80. Then they couldn't assign our claim to someone to come out until the following Thursday. We said that wasn't acceptable so they reassigned it to a company THAT DOES NOT EXIST in Texas. It's called On The Ball Appliance Repair. **. No record of this company on the SOS, Comptroller, BBB site, and no website or location that I can find on Google. The guy took our money to diagnose the fridge and hasn't returned the full diagnosis to HWA.
HWA can reassign the claim and kindly waive the next diagnostic fee, but it'll be next Monday until someone can come out and who knows if that business will be a legitimate business. We need a fridge now. Now in three weeks. This is a total complete racket. There is no supervisor I can talk to, no physical mailing address in which to send in a formal demand letter. They can't even contract with legitimate businesses to repair what the warranty is supposed to cover. It's a nightmare. I have a three month old. All my milk has been ruined. I can't store any in this fridge and now I'm going to have to go buy a whole new fridge because they refuse to help.
Home Warranty of America is a complete scam. When I needed a plumbing repair, they made me submit the home inspection report to make sure that the leak was not present before I purchased the house. I went through the hassle and gave it to them. (What happens to people who opt to not get the inspection? The inspection is supposed to be for the buyer, NOT the home warranty!!) The plumber (Zeus Plumbing - San Antonio, TX) came out and took my $75 but never returned to do the repair. I do not have time for this kind of foolishness. I got it fixed on my own. I had another problem and called HWA back and told them I wanted my $75 credited for this next repair. They told me this was MY fault because I waited too long and would have to start a new claim and pay again (for more repairs that would not be done I suppose).
It is HWA responsibility to follow up and make sure claims are satisfactory (or at least attempted). He said they have too many claims to follow up. If they can have staff to collect $500 then they should have staff to follow up. TOTAL WASTE OF MONEY. I reported this to the realtor as well for HWA to not be given referrals. I called my own plumber for the second repair - and he charged me only $50, and fixed the problem the same day I called!
Don’t use them. I have called them 4 times, paid the initial fee and paid the one time they actually fulfilled a repair I needed. The other 3 times either they were not considered covered or I called the repair guy and he had no idea what I was talking about and wanted to charge me the full amount. So basically I paid over $200 for one repair. DONT USE!!!
I purchased a new home on May 26th. My realtor suggested HWA. I decided to upgrade the package seeing that I purchased an older home. The total package was $670 dollars. I read their contract that they don't do the service work and only call out agents. The first week living in the new house the sump pump went out. I called HWA and they gave me a company they said would come out. Long story short after calls to that company and HWA no one ever came. A month later the power went out from a storm and my basement flooded causing additional damage and lose over 2k worth. Nothing from HWA.
About a month later my AC went out. Called HWA, they issued an agent. Call agent said nothing from HWA, back and forth with HWA. They have another agent out a week later. Agent charges me 100 dollars and doesn't fix AC. Said they need tools and to call HWA. A few weeks go by in the hot summer heat with no AC. HWA tells me after calling several times they can't cover. I hire a service agent on my own and have to pay 1k out of pocket.
I got fed up with HWA so I decide to cancel my service with them. I call and they say I need to email. I email the cancel request over six weeks ago. I saw my user account was deactivated the same day but no communication on refund or customer service related to my issues. I followed up via phone several times and email. No communication. I want a full refund and really think they should look at paying the service bills. I think this home warranty service may be a scam. 30-45 minutes to hold on the phone to get a real person. No email replies. No call backs.
Please, please, I beg you folks, do not go for Home Warranty of America (http://www.hwahomewarranty.com/). Looks like it's a big Sham. Not sure how our congressmen are allowing such co when Comcast to ATT to Verizon to Google and Apple are trying to do everything to solve customers issues. We've our Refrigerator not cooling, have a 6 months old baby, all our baby foods, breast milk, water all there in it on top of our foods, which are already almost gone in the last 12-18 hrs.
We bought our home 6 months back, got Home warranty from these folks. First time we thought we'll use it, when our Kenmore Elite Refrigerator stopped working yesterday noon. We've called HWA and they sent someone today morning, who came, just spent 2 min time, told us Compressor issue without doing any diagnostics or anything. Told us he doesn't have the compressor, so HWA has to send some other co to fix it. If required they'll also replace the Refrigerator and collected $60 out of $100 deductible plan we're with HWA. He also told us, we'll have to pay just the balance of $40 to the next co who comes for fixing. More than $100, HWA will pay for replacing the Compressor or whatever it takes to fix the issue!!!
Now, he went away, we called HWA and they assigned another co. to come and fix it. We've to call them, we did, but, they said they've appointment 3 weeks later only, requested us to call HWA and get someone else assigned. So, we called back again HWA and they assigned another Co. (3rd co.) and all these things happened since today morning, in the last 4 hrs. Again HWA asked us to call this 3rd co., we called them, they said they can come only 4 days later. Again, the twist is, he told we've to pay $100 to him!!! We were shocked. We called HWA, they're saying only $40, the 3rd co. says we've to still pay $100 or else he can't come! When we call HWA they say we can assign someone else! WTF. We are totally pissed off, while our baby food is not going to be good even till Tue, I'm not sure whether this whole Home Warranty of America is gonna help. We paid around $700 for 1 yr with $100 deductible. We don't know. This looks like a Sham.
Bret, we are working on a mutual resolution for you and have sent you a private message with further information.
Original review: Sept. 7, 2016
I am a disabled vet with 80% disability rating and also a senior citizen who recently suffered a stroke. We downsized into a one story home and was given a Home Warranty from the realtor with HWA. After about 6 weeks we started having problems with different things in the house. I filed a claim with HWA and they sent out people to correct a plumbing problem and another person to correct an electrical problem. Both of these guys were very good and I had no complaints. I also had problems with my gas stove top. It is a 5 burner and 3 of the burners would only light if I used a match. I filed a claim and HWA sent someone out immediately. The repairman ordered the parts to correct the problem and about 3 weeks later he replaced the 2 igniters and took apart the center burner for some reason.
During the removal the gas tube broke and also ruined the threads to screw it back into the burner. He tried to find the burner tube but found out that it was no longer available anywhere in the U.S. The part cost 35.00 if you could get it, but like I said it was no longer available. HWA was notified and they screwed around for the next 2 months saying that they were trying to find the part and if they couldn't they would cash me out so I could get another stove top. Just 2 days ago they contacted me and told me that the only thing they would do is give me the cost of the part (35.00) and that it was it. One of their "customer care" girls even had the gull to tell me that you don't need all five burners and that we still had 4 other burners to cook with. She also told me that she had always had a 4 burner, as if that would make me feel better.
I explained that the center burner now had the knob taken off as a precaution so that no one would turn the gas on and blow up the house. They had no remarks about that. I have told them that I have an attorney involved and that I want either the unit repaired or replaced. I love the unit and would prefer to have it repaired if at all possible. Like the other reviews here they are a lousy company to deal with. If I do not get the service that I paid for I will be contacting ConsumerAffairs in Illinois and file a complaint with them
I have a policy with HWA. On Monday, my AC went out during the summer in Atlanta and house was 89 degrees. It was a simple repair - the evaporator coil needed to be replaced. I put in a claim that day. HWA wanted to send contractor to look at it on Friday. After a few calls, we got someone out on Wednesday. We were told that the claim had to be approved by 2 parties. Thursday, we were told there was a complication and they needed more information. Today, it was the same situation.
Working with their process would have taken a couple of weeks, maybe more. I quit after 5 days of frustration. It took several calls to proceed thru each road block that they call a process. I have no idea what additional complications and roadblocks were waiting for me in the process. I know once they had enough information, the claim had to be approved by 2 different departments. Then the parts had to be ordered. Then the work had to be scheduled. I had just begun the process and I was on Day 5.
Me and my wife made several call per day to HWA. Promised follow-ups never happen. The claim was going nowhere. I believe this is intentional to not have to pay for claims. I paid to have it fixed myself rather than have my family suffer in the heat. I called a repairman and he will fix it this afternoon. Within a few hours of my call. Unless you hate yourself, do not buy a HWA home warranty. In my experience, it is a waste of time and money.
In all things, companies, and people you're taking a chance. But when you are being warned repeatedly to stay away, then you should take heed. Once a company no longer values you as a customer, they do not deserve your hard earned money. HWA contacted a company to repair my well and pump. I paid a large amount as well as HWA to have the issue fixed. Well 9 months later, I'm out of water again. My well and pump is back broken. HWA contacted a different company and that company informed me that the previous company incorrectly did the last install which was why my system only worked temporarily. The cost for repair was $800.00 and HWA whose motto is "To provide helpful service with empathy and compassion" refused to help me resolve this issue. Days without having water, I had to use my paycheck to have my system repaired.
I emailed, I called and I called... I emailed HWA along with firstname.lastname@example.org (who replies to these reviews) and I did not receive any response. I even reached out to the contracted company to send me a copy of the diagnosis so that I could send to HWA... but still no response. Why pay $600.00 or more for home warranty if you can't depend on the company when you need them. These reviews are real life experiences... not made up stories. I failed to take heed to the warnings so this is my warning to anyone looking for home warranty. Find another company. To have no water in my home for days was an urgent situation. They had no empathy nor compassion and failed to take ownership of the last install disaster. Thanks for valuing your customers HWA.
I paid HWA an extra $150 for swimming pool coverage. Not cheap. My pool pump dies. I set up a claim. They assign a very shady HVAC company Nancorp in Bronx NY. At 8 AM I get a confirmation that they can be there TODAY so I wait around all day. HWA refuses to change contractors claiming there are NO OTHER pool contractors in NJ I can use. After calls every few hours all made by me, at 8:45 PM I find they were too busy and will not be there. I was NOT CONTACTED even once, only when I phoned. The contractor was rude and condescending. HWA was totally dismissive and refuses to pay a cash out reimbursement for the pump. They now want 2 days to find a new vendor. They cannot even provide a POOL vendor but claim they cover pool repairs. I have no trust in this company.
Horrible service, I have called several times to get response on replacement of our Dryer as it started on fire. The vendor said there was nothing we could have done differently, as we asked why this would happen. Told Home Warranty it was not fixable. Called as they never called us and said they are waiting on an email for the approval, never got it. Now they are saying we caused it. We have proof that the repair man was called asking "are you sure it wasn't the Resident fault", he said "no, it was a part issue". Now they are saying it was us and we are out Dryer, also they only refunded us $500.00 on our water softener as it went bad. They really need to be investigated. This is a scam. I also called from my personal phone 3 times. They put me on hold. No one ever answered, so I called from my work number and they asserted as I was still on hold on my personal phone. They are flagging calls as well. Still no response or call back?
This has to be possibly the worse excuse for a business ever. We've had no issues with them other than the riff raff they hire for service providers but the fact that they cannot replace our washer is beyond me. We have been with this company for almost 2 years. They have the worse customer service people, all are liars and only tell you want you want to hear instead of doing their job. You are not allowed to speak to a manager. They have you hold forever like they're actually doing some work. Ridiculous. All I want is for them to replace the washer, I don't understand how difficult that is if I'm paying you for a service.
Fridge went down 7-14-16 called and they said a company would be out. A guy did come out five days later collected out $100 and said he would be back. Never did come back, waited 4-5 hours on the phone and three weeks later they told me it was not covered. Paid 350 out of my pocket to get it fixed the same day. Would never use this company again! I have been on the phone close to an hour trying to cancel the remainder of the contract. They keep you tied up on the phone for hours. :(
I wish I could give them 0 stars. They have the worst response time. I have been waiting for approvals over approvals and people to do their job for over a week with no AC. The customer service reps are not helpful, very rude, and they WILL NOT let you talk with any supervisor. On top of all that, they found a way to weasel their way out of paying for most of the repair of the unit. I have had the contract for over 7 years hoping not to use it one day but confident that I would be covered, but now I have been stuck with no AC for a week waiting for them and will end up paying for most of it my self anyway. THEY ARE THE WORST!!
Stay away from these Whack-a-doodles! Just like so many others in this thread... Similar experience about repairing our A/C! They even claim to have shipped the part to a Carrier dealer nearby... who do not even deal in Goodman A/C's! And they do not have record of receiving them... Calling the customer service line is a huge waste of time. Maybe calling my lawyer next!
Placed two claims in 5 months - one for a leaky HVAC unit and another for a broken water softener. Neither was determined to be covered, but we still had the pleasure of paying $70 service fees. Water softener claim sat open for over a month before I contacted the company to find out the status. Oh, and in the process of dealing with their call centers, I was called a liar by one of their representatives when I tried to correct information they had incorrect. Would NOT recommend.
When trying to reach someone regarding a claim, you can plan to spend 1/2 hr or more no matter what time a day or which day of the week. They always say "sorry but very busy..." Only way to get through to a representative is to select option that you want to purchase a new contract and have them transfer you. Had my first claim for freezer/refrigerator - Contractor made one repair and told me something about another repair that is needed but because he spoke such broken English, I have no idea what is needed. I believe he said we needed a new touch plate so we would be advised when filter needed changing but not sure if HWA would cover. Said "buy new filter and see if that works"? Would not call HWA to see if he can service, but said I should call in a week or so??? Not happy with this company and will not use again.
Never deal with a company as bad as this one. Our experience has included them not paying vendors and having threat of a lien put on our home (when I contacted them in regards to this was told "it was none of my concern" when they paid their vendors), 3 week waits to find a vendor, 40 minutes on hold to speak to anyone, representatives not following through on contacting vendors, not responding to email claims...
The glass door on our built-in microwave spontaneously exploded (the microwave wasn't in use at the time). The appliance is totally useless without a door. The agent said glass doors are excluded from coverage. I told her I needed a new microwave, not just a door. She insisted we weren't covered.
Consumer filed a claim with HWA over 6 weeks ago for repair of HVAC. The latest update provided to the consumer could not confirm when repair would occur (possibly 2 more weeks). Consumer has contacted the company every week, multiple times a week with hold times exceeding 30 minutes or more. HWA representatives have falsely accused the vendors assigned to the claim of not being responsive (this accusation has been proven untrue per proof the vendor has been able to produce), and refuses to offer additional ways to escalate complaints to management.
Additionally, there are no processes in place to handle dropped calls, no time frame for which the company strives for to close out claims, and several representatives have refused to provide basic information, such as their full names and/or supervisor names. Several times actions have been in the queue with no prospective time of being completed, such as ordering parts, following up with the vendors, etc.
As a first time home owner, this has got to be the worst experience I could have ever encountered. If I could give it a rating of 'deplorable', I absolutely would. I encourage EVERYONE who has had this type of experience to contact your local media to raise more awareness toward these subpar customer service practices. I certainly will.
Tried to use warranty for ac unit not working. Each call put me on hold 20 minutes plus. 3 employees advised there was no supervisor working/available to talk to. Was told I would have to pay for 2nd service fee...and then finally advised they would cover the charge. Was told they would replace part of my ac unit, but wouldn't cover the total cost of the fix (I would have to pay $1200 for evap coil.)
Was told multiple times that they would replace a part... then later they reversed and said that they realized the whole unit needed to be replaced/but they wouldn't be able to match apples to apples... so they would replace the condenser vs the whole unit. Put on hold multiple times/weeks and weeks of waiting for call backs and more info. More than 2 months now without ac during 100 degree temps/still no urgency to help. Won't share a copy of my file with me. Won't write down and send their denials. Now have the attorney general involved. DO NOT PURCHASE THIS PRODUCT UNLESS YOU HATE YOURSELF.
My review is just like all of the others. My AC went out 3 weeks ago during the hot Texas summer. HWA sent an incompetent repair company, they charged me $650 for freon that is not covered, another $75 for the service charge and the AC is still not working. Sent the repairman back two weeks ago to tell me now I need a new compressor. The repair guy warned me that HWA would drag their feet to approve hoping I'd get frustrated and pay for the repairs myself. He said that was very common.
HWA called me over a week ago and I authorized an additional $150 charge for something not covered when replacing the compressor. According to the repair company, HWA still has not authorized the compressor replacement. Like everyone else here, good luck trying to get a hold of anyone at HWA. I'm about to give in and just pay for the compressor myself.
On June 20, 2016 I called in a claim because my air conditioning unit wasn't cooling my home properly. I ask for the company to accelerate the claim because my father has COPD and could not be in a atmosphere that was too hot for long periods of time. So the HWA had a company called Dynasty heating and cooling (6821 Loretta Ct. Avon Indiana, 317-657-9638) to come out and provide service to my unit. A Technician by the name of ** came out and stated that he could not find any issues and that because I paid a $100.00 trade fee he would change the thermostat out so that the trade fee would not be a loss (NOTE: there was nothing wrong with my thermostat and he replaced my thermostat with a cheaper one). Also he wrote on the service ticket that the filter was good, Evap cap was good, Freon level was good, blower motor was good, and air filter was good.
I went on a business trip and upon arrival back home for my trip I found that my system was not working properly and the same issues still existed with my unit. I called back in to the HWA and they sent Dynasty back out and he found a problem with my TXV valve he stated that it needed to be replaced and he would contact the HWA and give all information needed to make arrangements to fix the unit. Well the company (Dynasty) never called the HWA and after checking to find out if the issue would be resolved. The HWA assigned another heating and cooling company to come out and fix the issue. It has now been a month that I have gone without air in my home and the same issue still exist. But this company states that the issue is something different.
I have called the HWA over 10 times and ask for someone in management or upper management to contact me (no one has called me back). I have been met with operators that have hung up on me and were rude and resistant to placing someone in management on the phone to resolve my issues with my air conditioning unit. When my warranty expires I will not renew it with this company and I will not refer anyone to this company. This company collects your money and does not deliver on their promises. Please note that I will continue to comment because the second company which I will keep nameless at this time has not completed the services to my unit and I want this company to have every opportunity fix this mess... Thank you.
My husband and I bought the HWA platinum version and included the green plus upgrade. After about two months our heating and cooling system broke down. The only contractor that was willing to work with hwa was booked for the next two weeks (I talked with three other ones that I know and they all told me that they pulled out from working with hwa due to payment issues and according to the contractors, because hwa usually won't approved the necessary repairs, but dictates the cheap fix, that leaves the homeowner and contractor dissatisfied and in a bad relationship). We called hwa and told them that we needed someone now, as the temperatures were around freezing during the night, and we were sitting with jackets and hats in our own home.
They approved that we could use a different contractor, and we tried to clarify what our benefits were. And this is where everything started going downhill. The first employee stated we could get either a check right away of $1,290, or up to $5,000 of the repairs after they approve the needed repairs/replacement. Knowing that replacing a heating and cooling unit would cost much more than $1,290 (especially with greener units) we decided to go with the second option. Asking to get a confirmation email, the employee stated that it is company policy to NOT write anything down! Or give out anything in writing!!!
From now on every time we would call to check in, or get them to talk to our contractor (which took me 4 calls as they weren't available and didn't call him back after he left them messages), they would ask, why we weren't using their contractor, and we had to explain it over and over and over again. Some of them were so unfriendly and treated me as if I had committed a crime, in trying to claim my benefits. Also in checking in again about our benefits, we were told that we would only getting the check for $1,290. Reminding them that we chose the second option, the next set of employees denied that there was such an option. At some point they blocked my husband's phone number, and we had to call from my phone, in order to get thru to them, and try to make sense from what they were saying and what was written in the contract.
We ended up paying $8,000 for our new units and only got $1,290 from hwa, with our platinum plus green upgrade version, as according to hwa internal calculation, $1,290 is the installation cost and cost of new, greener units (heating and air). After too many calls and talking with the supervisor, we decided that they had cost us enough of our time and life force, and we let it go. I would have given them a minus star, but that is of course not possible.
Our experience with HWA has had highs and lows. The Master BR AC unit went out last summer and the issue was resolved adequately (full replacement) and timely. The service provider in that case was professional and knowledgeable. Recently, we have had several issues come up that required HWA claims. The Family Room/Children BRs AC unit was not cooling properly. A service provider responded very quickly and solved the problem (system needed recharge of freon). Another issue dealt with our electrical system. A breaker was tripping on a daily basis. We waited more than a week for the service provider to contact us. Tired of waiting, we reached out to them. The person that answered was less than professional. Despite that, he promised to phone later to set an appointment time. That call never came.
We contacted HWA and a new service provider was assigned (after some very long holding times and disconnected calls trying to get to the right person). We had difficulty getting the second service provider to come out. But he finally did. He spent less than 20 minutes at our home, concluded the issue was not warranty related, but offered to fix the problem for $1000 (he never bothered to explain what the problem was). He wanted the check for the service fee made out to a person's name, not a company name. I complained to HWA and was given the option to have a "second opinion", but be subject to an additional service fee if the same conclusion was reached. I took that option and so a third service provider was assigned. This service provider responded quickly, took the time to fully explain the issue, and walked us through options to address it.
I gladly paid a second service fee because I actually got good service. By the way, we hired him to come back out and fix the problem. He charged $250 (remember the other guy wanted $1000). The current unresolved issue relates to that the same Master BR AC unit that was replaced last summer. A few weeks ago, the outside unit would run continuously but the inside unit cut off and wouldn't restart. It took several days for the service provider to come out (those were hot nights!). Those guys were complete amateurs. They replaced the thermostat, which didn't work. Then they came out again and thought it was a panel issue in the blower unit. So they went searching for parts, only to come back a third time with a different thermostat. Well... about a month later, the problem is back. I just called the service provider - but was told to file a new warranty claim because it had been more than 30 days (probably 35 days!).
No care whatsoever about the issue. So now I have been on the phone for 45 minutes while typing this review. Still waiting for someone in the new claims department to answer! That is another frustrating point - the online claim filing process hasn't worked for me for the last two claims. Bottom line: The quality of service from HWA's service providers is very inconsistent. Communications with HWA can be frustrating due to long wait times and disconnection issues. Be aware. P.S. An HWA rep finally answered after 52 minutes! So far so good. She is friendly and helpful. She agreed to assign a different service provider than the amateurs. Wish me luck.
Home Warranty of America Company Profile