Home Warranty of America Reviews

Original review: This is by far the worst experience of my life. This is my first home I bought in May 2019. When turning on the heat in October 2019 it didn’t work. I called this company I put my claim in since October 2019. They had a technician come out to diagnose the problem so therefore they took the whole entire HVAC unit apart and the diagnosis was to replace the whole unit. So now it’s July 2020 and I have no heat and no AC. I call once or twice a week and have called every week since November. I spend generally about two hours on the phone. No new information is ever given to me. Every time I asked to speak to a manager one is never available but they promised that one will call me back. They never do. I’ve just realized that I’m going to have to take this into legal action just to get this taken care of. Please heed my warning. Find another company.

Original Review: We filed a claim in May because our refrigerator was freezing up. HWA sent out an appliance repairman who diagnosed the problem and then got back to HWA to have their Purchasing Department order the parts. That was May, it is now June 29th, and the parts still have not been ordered. They have told us repeatedly the parts were ordered but they never show up. Truth was, they were never ordered! I would not recommend this warranty company to anyone. They will not pass my call to a supervisor or manager, I am told that Customer Service can e-mail them and request a call back to the customer; that never happens. It is really unbelievable the lack of customer service we have experienced with this claim.

They essentially stole my money. And we have electrical wires hanging out of our ceiling light fixtures. We cannot use our dining area to eat dinner. And these guys are completely fine with this. It doesn't bother them at all because it's not their home and all they care about is getting my money. Don't dare go with these guys. Do yourself a favor and run the other way. They lie. They should never sign up customers in areas where they lack representation. I should have never been signed up if they cannot fulfill their promises.

Ultimately, I sent a copy of the paperwork I had on June 12th to help expedite. I called everyday to check on the status and it wasn’t until June 17th that I was advised of the non-covered costs of over $1200 and given an opportunity to approve them. (The non-covered costs are very high and another cause for concern but right now I just want my A/C fixed.)

On the 17th, I was told the purchasing department would place the order for the replacement parts immediately and that the parts would arrive within 3-5 business days, HWA would then coordinate directly with the install company to get me on the schedule for Immediate installation. I explained to the customer service rep how long it had been since the claim had been originally filed and I was assured that it would be escalated to expedite. It is now June 29th and I have called nearly every day to check the status of my claim and no one can confirm that the parts have been ordered or If/when they will arrive. I have sent an email to the HWA office of the president and gotten no response. I have filed a complaint with the better business bureau (BBB) and they have not received a response from HWA. I have wasted countless hours getting the run around with no end in sight!

Emails sent to HWA were not returned. Calls placed to HWA were not helpful, as I was told that they were waiting on information from the service provider. When I contacted the service provider, they assured me they submitted the requested information the day of the initial inspection. HWA continued to delay until I logged daily repeated calls. Finally, the claim was approved.

The second incident involved the AC unit. I live in south TX where AC is a bit important when temps routinely reach over 100 degrees. In April, before the high temps, I noticed demand on the system was exceeding capacity of the system to cool the house. After submitting a claim, a service provider came out to inspect the unit. It was deemed that new coils were required. The contractor provided a band-aid fix of charging the system but stated that this would only last a few months and would need to be repeated. The original claim was submitted 4/30/2020. As of this date of this submission (6/29/2020), I'm still waiting for approval from HWA to replace the coils - which is an express coverage included in the warranty package I'm under.

I have made weekly calls to HWA to inquire on status and each time I receive a different story. Two weeks ago I was told the claim was approved and after 24-48 hours, the service provider would receive authorization from HWA. When I called once again to check why this had not happened as instructed, I was told the claim is still pending. When I've asked to speak with a supervisor, I have been told that isn't possible or I've been placed in a never-ending hold queue. In a conservative estimate, I have spent on average two hours of time a week on the phone with HWA since I filed the AC claim. As of today, temps in south Texas are now regularly above 100 degrees and the AC unit has not been able to keep up. I cannot recommend strongly enough to explore other home warranty companies.

After dozens of calls where the reps claimed to be “escalating” the request for managers approval, we are almost in July and have been without air since 5/17/20! This is unacceptable and the worst service I’ve had to date. We have 3 young children in the home (One a baby and toddler), and it is a disgrace that no one seems competent enough to run a home warranty company.

While waiting for the A/C claim, our refrigerator broke. Tech came out the next day and told us the parts we needed. The Next day, I got a call from HWA to say that no one manufactures the parts we need anymore and so the claim was denied. No other buyout options, just a denial. So they denied a claim in less than 24hrs but can’t approve a claim (WHICH OUR A/C IS COVERED) for almost 2 months. Ridiculous! Please PLEASE do not choose them as your warranty company.

I had flooding in my kitchen and I had a plumbing problem that had to be taken care of so, I had to have someone out right away. It was a major problem and I couldn't just let it go. I had to pay $165 myself so I was not happy about that. I never got a receipt and I want one from them because they have a number to call in or send in your bill, to try to get your money back. I couldn't get anybody to call me back or come out. We emailed as well as called them and nothing, which is not good. I'm still upset that I had to pay for this last situation but I like that I can call in and get someone to repair my appliances if I have an emergency.

I talked to somebody yesterday, and I talked to somebody the day before. I asked him, “Could you reduce the rates?” One guy said, “I'll check with sales and get back to you.” He didn't call back. I checked with somebody else and told them what was going on. He said he had checked with the first guy and have him call me. Nobody called me. That's why I don't know if I have coverage. I know I've been billed. But I liked the service and the coverages, and they handle claims well. I like them, but I want to see if I can get a better price. If I'm gonna look at a 32% increase every year, I'm not gonna do business with them. I’ll find somebody else.

I'm happy with the service provided, but I’m not happy with the pricing. I'm also not happy because they billed me twice when I didn't authorize it. They claimed they've got automatic renewal, but they cancelled the service on May the 4th. They didn't bill May, but they billed June and July. I’m not satisfied with them at the moment. So at this point, I would not recommend them.

It's the beginning of summer in Arizona with temperatures reaching 110 degrees, we can't go anywhere, we still don't have our AC after two weeks, and we have no idea when this part is going to get delivered. Every time we try to call the company to get an update about the part since the technician was out, we spend an hour or two being put on hold or having calls drop so we have to call back. By the time we can talk with a human being, we're told that the department that IS handling the ordering of the unit can't be contacted, so the poor representative we're talking to doesn't have any information that actually helps us just because of the way this company is structured! I will always recommend to friends that they purchase a home warranty but I will NEVER recommend this company to anyone!!

Probably going to tell us again that they will be reviewing more information and working on it again, whatever the heck that means. No one can tell us the status of our parts and when they will be or have been ordered, or when they will be or have been shipped. When I tried to ask the name of the "supervisor" I had to wait 45 minutes on hold to talk to, he said he couldn't give his name, but would give his employee id # and then the call mysteriously disconnected. I have lost a whole day's work dealing with them. My Realtor has lost a day's work on the phone with them. The technician has lost a whole day's work on the phone with them. And still no resolution or any idea when we may get a/c again.

I called all in the local area and there were no certified technicians for my brand. I was also told to not expect an update from HWA and I would need to be the one to call them back. I then called back and was on the phone for over an hour and a half and at the end of the call, I was told it has been raised to the district manager. I was told I would receive an email and a solution within 48 hours. No email and no solution. I called 48 hours later and was told they could assign Sears. I told them again that will not work.

I am currently on the phone passing two and a half hours now with no service provider. They told me they will transfer to out of network center and I would receive an technician within 1 day. I told them, "no I have been down this road, what is the next step." I was then told they found a provider but they could not book through their system and I would have to book them. They could not provide me with the provider's address or website only a telephone number. It is now 6/22/2020 and there is no resolution. Every time I call it starts at square one.

The service provider that they sent out filed paperwork with Home Warranty of America on 5/29, stating we needed a whole new AC unit. Over the past month, we've called 17 times to follow up and try and get updates, and 17 times we've been told different stories of what's happening with our claim. 1. 5/29 – the service provider confirmed that they had sent over all the information pertaining to our case file, stating that the evaporator coil and condenser needed to be replaced. 2. 6/2 - Spoke with Raul, who claimed that they had just received the information sent by the service provider, which had really been sent 4 days prior.

3. 6/3 – Spoke with Jocelyn, who told me that they will get all the purchase order information over to the service provider so they would know when it would be delivered. 4. 6/5 – spoke with the service provider who said nothing had been sent by HWA about any material coming for our case. 5. 6/8 – Spoke with service provider who still hadn’t received any paperwork or updates about our material that was supposedly on order. 6. 6/8 – Called HWA and spoke with Amy (the WORST customer service agent I have EVER dealt with), who said nothing had been ordered. They were waiting to get approval to replace the necessary items. Asked to speak to a supervisor and was kept on hold for 30 minutes before being hung up on.

7. 6/8 – Called HWA back and spoke with Raul, who tried to get management to address our case and approve the material needing to be purchased. He informed me that our case needed additional approval, and he wasn’t quite sure why because our case was pretty straight forward and there shouldn’t have been any issues. He told be he would do his best to expedite our case and make sure the approval happened within 48 hours. 8. 6/10 – called the service provider who informed me that they still hadn’t received any information from HWA. 9. 6/10 – we received an email stating that they had approved the replacement of our condenser and evaporator coil, but there would be an additional cost of $895 for sheet metal modifications plus an additional $303 for modified coverage. Not the $100 deductible fee our premier plus plan states.

10. 6/12 – Spoke with Alex, who told us that our claim was submitted to purchasing on 6/10 and it would be 3-5 business days for that process to be completed. He also ASSURED me that they had all the correct information, model and serial numbers of replacement items, and we would be able to get tracking information in 3-5 business days. He said that they would reach out to us and the service provider, once the order had been placed to give us the tracking information. 11. 6/17 – Spoke with Chris who said they were still waiting on the completion from the purchasing department and he would send out a few emails to “escalate” the process. Even though it should have already been done, since it was at the end of the 5th business day.

12. 6/17 – spoke with Antony, who informed us that the reason the purchase order hadn’t been completed was because they were still waiting on confirmation of the model and serial numbers from the service provider (lie), even though we received confirmation on the 12th that they had all the information they required. 13. 6/18 – Spoke with Service provider who said they had already confirmed the model and serial numbers multiple times but was willing to do it again because she felt sorry for me being 8 months pregnant and without any reprieve from the heat. When she called the HWA, she was told that they already had all the confirmation they needed for the model and serial numbers, but she insisted that they confirm one more time, to make sure they have the information to place the purchase order.

14. 6/18 – 2:40 pm talked to Jonathon (could BARELY understand anything he had to say because of his accent), who claimed they STILL needed the confirmation on the model and serial numbers in order for the purchase order to be placed. He then proceeded to placed me on hold for so long I finally gave up and hung up. 15. 6/18 – 3:40 Jonathon called back to let us know that they were now contacting the service provider to get a delivery address for parts. Delivery for the “ordered” parts would be 3-5 days, but I had to be kept in hold, on another line for some reason, for the entire phone call they had with the service provider. 16. 6/19 – Spoke with Amy (could BARELY understand anything because of her accent), she was absolutely useless and said that they were still working on processing everything through.

17. 6/19 – Spoke with Gustavo who claimed they were STILL WAITING ON MODEL AND SERIAL NUMBER CONFIRMATION!!!! I demanded to speak to a manager, which he absolutely would not do. He said that they are not “allowed” to send anyone to a manager, and I could talk to a “supervisor” but they wouldn’t be able to do anything more than he could. I decided to take my chances and wait for a supervisor. 35 minutes later I was finally connected with the most infuriating person I have ever dealt with, named Alice. She was rude and refused to help in any way. She claimed that she had no way of contacting the purchasing department, LIE, and when I told her that her own employees had been able to do that, she was just silent.

When I asked for her last name to report a complaint, she first told me that “she didn’t have a last name” and then she said she wasn’t allowed to give it out. I then demanded to speak to her supervisor or manager and she just flat out said “no”. She said that if I wanted to speak to someone else, I could redial the customer service number and talk to someone else that way. HOW CAN THIS COMPANY STILL BE IN BUSINESS?!?!

18. 6/19 – 5:00 pm spoke with Eric who offered to connect me with a manager named Sarah. He said that she was currently on the phone with someone else but that she would call me back within 30 minutes and then also gave me her phone number in case she didn’t. 30 minutes passed, no phone call. After an hour, I called the number he had given me, and it rang once and then went busy. After trying to call this fake number for over an hour, I finally gave up.

I have spent HOURS on the phone trying to get someone to be able to actually help me resolve this ridiculous issue and all I get are rude, impossible to understand, poor examples of human beings that your company consider to be “customer service reps”. I paid to have a home warranty in case I would ever need to have something replaced and all I’m getting is a runaround by a joke of a company. How can a reputable company think that this is a reasonable time frame when I am literally 8 months pregnant, and at risk of suffering heat stroke in my own home.?!?! I would NEVER recommend doing business with this company and I will make sure everyone I speak to, knows what a scam your company truly is.

To recap, it took me 45 days, maybe 40-50 calls, 8-10 HWA provided vendors (none of which were able to work on my rooftop unit forcing me to use my own vendor) and multiple diagnosis submitted to finally have them provide a buyout offer that was a fraction of the actual replacement cost (offered $1,700 and my estimate was $7,000). I have called multiple vendors in my area for estimates on a replacement and even the cheapest options are still nearly 3x their buyout offer. The only explanation I get when I call in is that not everything was covered, the buyout is based on HWA rates, and their offers are final. No one can explain to me what isn't covered (they say "modifications" aren't covered but provide no clarity on what that means), nor can I get an answer on what they are basing their buyout figures are on.

I have currently been waiting over 3 weeks for a manager in the authorization team to call me back to explain this massive discrepancy and will be forced to explore legal options to resolve this matter if HWA continue to stonewall my basic requests.

Original Review: I have been working with HWA for over four weeks now and still have not had anything done with our A/C unit that went out in mid May. Every step along the way has been incredibly painful and has required a multiple calls or chats (which can take anywhere from 20-40 minutes to connect with a rep). I've probably been in contact with HWA 20+ times since the start of this and so far they've provided no real help.

We spent the first few weeks of this ordeal fighting to get someone to just look at our unit and cycled through various assigned contractors that either did not have the equipment to work on our unit(rooftop unit which I made sure to mention in my claim request), didn't even cover our area, or just flat out never responded to us. After 8-12 attempts we finally gave up and scheduled a major HVAC company on our own. We live in a major city with tons of HVAC companies so this should have not been an issue.

This company looked at our unit and wrote up a detailed diagnosis which I submitted to HWA as instructed. I've been stuck on this step for over a week and keep being told some mythical "authorization" team is reviewing everything but not even the phone reps within HWA seem to know who these people are or have the ability to connect with them. At the start I was told they'd turn around within 24-48 hours but it has been well beyond that now. HWA's entire business model seems to be built on being so comically unhelpful that it is borderline fraud.

During our quest for a status on our claim, we requested to speak to someone in management, there have been times we are on hold for 1-2 hours waiting to speak to someone in management. The front-line representatives just read the notes that are in the account and they are no help at all to customers who are requesting detailed information about the status of their claim. We have been told on many occasion that they were waiting on approval from Purchasing or someone from Purchasing is going to call us, and sometimes we have been told that the part had been ordered and should be in shortly but when we call back for an update we are back at square one as if we just opened a new claim. This is the worst customer service we have ever experienced. We pay a lot yearly for this service and we have been with HWA for 9 years and this is the way we are treated. This is unacceptable!!

I submitted invoice 4/30 & was expecting 174.00 (minus the 100.00 deductible). 5/1 Daniel Jacobs only offered 88.43. After I said that wasn't acceptable, I was told to send invoice to HWAcrt@directenergy.com & after 3 attempts 5/1, 5/14, & 5/19 to resolve by email, there was no response at all. Offer again for 88.41 6/3 by Cassandra **. I replied and was told to resend invoice, which I did 6/3 - no response back from her. This time I called 6/17 & still 88.43 was still the offer. I asked to speak with a manager & was told they would say the same. I am very disappointed with HWA and can see why their overall rating is 2 stars!

I called HWA back on 5/27 and was reassigned another company. I waited the 24-48 hours for the service provider to contact me, which didn’t happen so I decided to call them again. After many failed attempts, I called HWA back for another provider. On 5/29, I was reassigned to a 3rd company and instead of waiting I called them immediately. When I spoke to a rep I was told they don’t service my area. I called HWA back. The rep searched for providers in my area and It was unsuccessful. I was told that my claim would need to be passed on to the department that finds service providers.

I was sent an email on 5/30 with the 4th company. I didn’t hear anything from this company and called several times and no response. I called HWA back on 6/2 and again had to wait on the department to find me another provider. Later that day I was contacted my the new provider and they come out on 6/5 to look at my unit. I was told that my a/c unit needs to be replaced. Provider submitted documents on 6/9 and I was told that I had to wait 72 hours to hear from the authorization department.

As of 6/16, I have not heard anything from the authorization department. I have called several times to get the same answers and the run around from customer service reps. The reps keep saying that the will send and email to the department and I would have to wait 24-48 hours for a response, but I still haven’t heard anything. I just want to know what going on with my claim. It has almost been a month without a/c and the temperatures are beginning to rise in my area and I have 2 children with asthma that I’m worried about.

According to the coverage letter, “HWA’s obligation to pay for the repair or replacement of covered items is limited to $5000 in the aggregate per type of Covered Item.”. Under Air conditioning/Cooling system (Residential, 5-ton capacity or less), “all components and parts of ducted electric central air conditioning and ducted electric wall air conditioning is covered.”

My A/C only needed coil and condenser replaced. Now, they are asking me to pay $600 non-coverage fee to replace those two parts and to pay half of the labor fee. If I need to pay again what I paid for the warranty, why should I even purchase the warranty at the first place? I purchased the home warranty and if there is something that needs to be replaced, it should be covered under warranty.

This was not even the worst part of my experience. The worst part was customer service. Obviously, there were way too many agents who were not educated enough to know what they are doing. I spoke with 8 representatives in total within 1.5 weeks. First representative told me that I had three options. One was buy-out option, where I can get cash and do whatever I want with it; one was replacing those two parts that was diagnosed by technician after visit with no cost; lastly, getting a brand-new air condition by paying non-coverage fee of $600. I didn’t hear anything back, so I reached out again and again; then, I always got different stories.

When I called second time, I approved non-coverage fee of $600 and told them when I can get A/C replaced and he told me he will call me back later. No call received. Third person called and told me they ordered condenser and coil after my approval on non-coverage fee. So, I told them, I asked for a replacement of A/C, not just parts, that is why I approved. He apologized and said he will escalate the note to authorize department. Fourth person forwarded my request to manager as he could not understand what is going on and he said he will connect me, but instead he hung up on me and no callback. Fifth person forwarded my call to purchasing department and I just found out today that purchasing department cannot answer any calls from customers, so I have no idea who I talked to, but he said SEER 12.5 Goodman brand new A/C was placed in order and getting ready for installation by the vendor.

I waited day by day under 88-90 degrees house and couldn’t wait any longer, so I called again for the status. Sixth person told me that there is no part ordered at all or there is no memo, so I decided to hang up after I said I will call again later. Seventh person said I should talk to authorization department, so they forwarded me. Eighth person is who I talked today. She told me I never had an option where I can get a brand-new air condition by paying non-coverage fee of $600. According to her, I only have two options: 1. Buy out OR 2. Paying non-coverage fee of $600 for coil and condenser. She told me I should have gotten breakdown for the non-coverage fee before, which I never received before. Clearly, I got a wrong information from the starting point and I was waiting for something that was never going to happen.

They only received my approval for something totally wrong. Now, I need to rethink about it and I won’t have A/C running anytime soon. Who will pay for my time? HWA? Vendor? Vendor did not even send me the result of diagnosis and did not even explained what coil/condenser are. That’s whole another story that I won’t get into. HWA should do way better job than this. I asked multiple times in polite manner for me to talk to manager-level person, so I don’t have to repeat multiple times and get different story every time, but I was not able to get in touch. So, there is no superior level or manager level or owner in HWA? Because, if they did, the ownership of the answer and process would have been lot better than this. No wonder your company was cheap enough for my prior homeowner to purchase for me and no wonder your rating is so low.

For your own good, you should change your way of training. Obviously, no one knows what they are selling and talking about. Who knows? If I call tomorrow again, I might get ninth version story. Since I got my cost breakdown for $600 today, I need to call vendor to figure out what the ** is going on with my A/C and why I need to pay something that is not even covered by my warranty. And, I would need to reconsider about the price range and my budget tonight. What a waste of my precious time.

Now, we are stuck finding contractor ourselves since HWA does not have anyone who covers our area, What is the purpose of having the warranty??!! I do not even know how much we will pay and how entire process works with the useless service we are receiving. There are no contacts to escalate this issue, only customer service reps who does not have any further information/solution!!!! Ridiculous!!! I would report this further to find how this company works...

On May 21, I spoke with a customer service representative that said he was very sorry but that the claim had never been sent to the authorization department. So, between May 7-May 21, no one was doing anything about my claim. Yet again, the claim was "escalated" to speed things along. HWA gave me my options, and I decided to have HWA purchase the refrigerator because I naively believed that it would be quicker for them to purchase it than waiting the 2-3 weeks for them to send a replacement check. Since May 25, I have called HWA frequently, and I have received different information each time (i.e. the unit was purchased but there was a delay, they tried to deliver the unit to the designated repair company but there was a problem, purchasing is still working on it, the unit has not been purchased, etc.).

I have spoken with at least 3 supervisors who always do the same thing of "escalating my claim" which is sending an email to a different department. I was told that the only way to contact purchasing and authorization is via email yet, oddly enough, some representatives had me hold while they called these departments. I was told that there is no corporate number that I can call to see what is really going on. In no way should it take over a month to have a refrigerator replaced. I understand that things have been delayed due to our current situation, but this time frame is unacceptable. I am not receiving the services that I am paying for monthly, and I feel that I am being lied to each time I call. I would never recommend HWA to anyone at this point.

It been 100° in my house for days and nothing I have small children and they just flat out don't care. I'm so frustrated that I have to call for them to do their job everyday. I put in this claim last month and I'm waiting for approval from a department that is never reachable. My issues have been "escalate" 3 times with no contact from them whatsoever. Please do not buy this service you will regret it.

HWA tells me that SEARS has the part and it's in the mail. I ask for a tracking #. HWA cannot provide me one and they tell me to call SEARS. I call SEARS and they tell me that they don't have a part and to call HWA. I call HWA and over a period of 2-3 days we sort out that there is no part. HWA then tells me to call back in 24-48 hours.

I call back and the lady I spoke says that HWA is waiting to move forward because I have not given them the information they need. First I have heard of this!. She then asks me to verify my model and serial # to which she read the #s to me from her computer and I verified by visually confirming on my fridge. She puts me on hold and another gentleman comes on the line to which he then asks me to give him those same #s. He then says thank you for giving us this information we will now escalate this to purchasing. He remained call and courteous as I begin to lose my temper on him. They have had this info for over a month and never told me they needed it. We ended the call with, purchasing is going to buy out my fridge since there is no new part and to.... call back in 24 to 48 hours.

That was June 8th. I called back on June 10th. I was told that there has not been a decision made yet to.... call back in 24 to 48 hours. It is now June 12th and they still want me to call back because this takes time. To which I said, it's been a month and a half since I have had a fridge and 1 week since y'all knew you were going to give me the option of a new fridge or to buy out so I can buy a new fridge. I called and the gentleman I spoke with cannot answer me because purchasing hasn't decided yet. I ask for a supervisor. I actually get one this time to which she said I should be getting this information in....wait for it....24 to 48 hours. The people are extremely polite. I have had a few claims over the years and always it's been handled just fine. I realize that some claims take time. But having my rate continually increase year after year, only for them to delay when it comes time to pay up makes me question the usefulness of this company.

I have emailed this problem to them and wanted to help others who feel they have no other recourse than to hope they eventually get back to you and fix the issue. It is on the state website and I would caution anyone from signing up for a contract with this company. I was shocked to learn that this company has no determined timeline that you can use to determine how long a claim can be pending approval for repair and/or when parts will be ordered for the repair.

Original Review: June 7, 2020

I have had HWA for many years for 2 houses. Always great service. Until Covid hit. I have had two major issues since then, refrigerator and A/C. No response on either one no matter how much I tried. I have gone on line and they now claim I don't have an account. No idea what is going on but I am giving up on them!

Called HWA spoke to Ryan. He claimed he could not find my claim, address, or policy number in the system. Transferred to Alvaro. He said he had spoken to a “lady” at All About Plumbing and that they could squeeze us in on Friday or Saturday. He said that he put me on an expedited list with a special department but would not give me a person, number, or the name of the department. No confirmation of assignment email, no contact service submission email.

Called All About Plumbing, No claim at their office, and they are not licensed in our County. 6/4 sent a Help email through the website. Called HWA stayed on hold 31 minutes and no one picked up. Called HWA spoke to Alex. He assigned All Temp. I told him that All Temp was not taking claims, Assigned my claim to a “Special Department” with a new claim number. Told me that I could “get it fixed and get reimbursed”. I told him that their track record with payments precluded that and I wanted a provider assigned. He told me that I would have resolution in 24 hours. It has officially been 1 week. No one that I can tell has been assigned to my claim. No hot water in house. Have been a paying customer for 8 years at this address. As of 6/6/20 still no resolution. Numerous times we’ve been told to give “management” 24 hours to call us back, and no one calls.

It took until 5/15/20 for HWA to finally give me authorization/approval of the replacement HVAC system. I authorized the non-covered items (totaling $950) that same day. I received no confirmation email. I contacted them again 5/18 and 5/19 because I had now given birth and could not bring our newborn home to a house without air conditioning.

I was told on 5/19 it was sent to the purchasing department to be ordered. I continued contacting the company almost daily with the same excuse that it was at purchasing and no I can’t speak with anyone in purchasing and yes we’ll “escalate” the case. I was finally told the parts were shipped on 5/28 and should arrive to the pickup location in 3-5 business days. It is now 6/5 and we still have no air conditioner. I contacted the vendor and they told me the last communication they had from HWA was 5/9 and it looked like it was still under management review and that it had not been purchased. I even called the pickup location and they have no record of an order coming for us from HWA.

I have had several emails and “live chat” sessions from different customer service agents (who are albeit always friendly and apologetic) telling me different things - one said it should have been delivered, one said the vendor should have contacted me to schedule installation already, another said it could be up to 10 business days. How is it that I get different answers depending on who I talk to? The communication within and from this company is horrendous. “Escalating” a case means nothing despite air conditioning being a medical necessity with a pregnant woman/newborn in the home in Texas (where is it 97 degrees today and supposed to hit 102 next week). This company cares nothing for the safety of their clients and only seem to care about prolonging paying on a claim despite us paying for this home warranty for the past 4.5 years. I would not recommend this company to anyone.

On 6/1 we call the service provider to ask if they were going to pick up the PO and complete the job. They tell us they were unaware the equipment is ready for pickup but if it is, they will pick it up and schedule the install for 6/4. The next morning on 6/2 we call HWA again and were told by a different rep that the order was not purchased. The rep apologized and escalated our order to the top of the list AGAIN. Today, 6/4, I called and left a message with our local rep. My realtor also leave a message and emails the local rep. She calls me back a few hours later and says they are working on it. She apologizes and says they are investigating the problem because it shouldn’t take this long. She assured they are looking into it and her manager will contact me directly.

I understand the pandemic has caused problems but this has been terrible service. The representatives are very nice and polite but we’ve been told the same thing multiple times. One rep falsely told us everything was ready. The service provider has been amazing. They have been very quick to respond and keeps us updated as much as they can. HWA, however, has been giving us the run around. We have two kids, an infant and a toddler, and it’s been a struggle for them to sleep in this hot house. I thought I would hear from the local rep’s manager by the end of today but the waiting continues. I will call again tomorrow.

So I ended up contacting the plumbing company that I needed and told them what I wanted, and they came out and fixed three of the four things. I paid my fee. The fourth thing, even though I paid for the work, they did not do it. Then they would not come back to fix it. It was not Home Warranty’s problem because I contacted them and did the deal on the side, but I would not use that particular plumbing company again because they did not stand behind their work. This toilet that the guys were supposed to fix the first time back in March has been running, and so my water bill was an extra $60.

As with Home Warranty of America, when I submit a claim, it will sit there for months and nobody will ever call me from the service provider. If I do not contact them, I do not hear from them. So the system is broken. I have been trying to determine if I want to continue with it or if I want to cancel it because these last couple of experiences have been less than positive. I would like to have the ability to see what kind of rating these different providers have, so that I know if I can establish my expectations. When I called one company, the guy did not answer the phone. It was very unprofessional. And the one that I called today was the same deal. The voicemail was, “You’ve reached so and so,” and it was not, “You have reached this company, please leave your message.” I called them early this morning and I still have not heard back from them.

When the new provider (also with HWA) came, he was able to fix my issue, and discovered that the original company installed a gas line that wasn't to code. That provider came back out and fixed that gas line, and also finished taking down the pipes outside that the original provider did not. This job ended up costing me $210. I submitted that receipt to HWA to reimburse me for the $210 since it was THEIR provider who messed up the original job, and it was THEIR provider who fixed the problem in the end. However, they informed me that they would NOT reimburse me. So in short, I paid them $600 a year, plus a $60 service call at every incident, and then on top of it had to pay for things their own providers messed up. Needless to say, we cancelled our membership and will be better off banking that $600 to hire professionals who actually do their job well.

Filed a claim Tuesday May 26th for AC unit not working. (Temps have been hot and 80-100% humidity). 24 hours later, I email a request for update (no response). 48 hours later, I call in. I am told they have no vendors for AC work in my area and need to on-board a contractor so this is being "escalated". (Escalated is code for, 'we didn't really care about this before, now we kinda do, we will escalate later depending on how upset you get...')

24 hours later, still nothing, call back and am asked to wait until Saturday May 29th for an update. No calls, no emails, nothing. Monday June 1 - I call back and nothing has happened. I am advised to get my own contractor, try to get authorization for work that needs to be done and wait a few weeks for reimbursement. The majority of the discussion is around the process they use to ensure they will not have to pay you back for anything. I have sent this report back to the realtor and the real estate community as this is a sad way to leave a client in a new home. HORRIBLE COMPANY - NO VALUE ADDED.

I called the company in the morning and the concierge department did not send it my claim to the AC company. I then had to reach back out have it resent and we finally had someone to come out and fix our AC two days later. The game came, he billed me almost $400. And said that I just needed caps replaced and filled my ac unit with Freon. On 5/21 the caps came off the unit that were added and all the freon leaked. I called HWA of America again to file a claim and someone was assigned to come to my home on 5/22. The new company stated that the previous company did not fix my unit and actually made it worse. So now I have to get a new unit.

It is 5/28. I have called HWA everyday since 5/26, all I am being told is that "My issue is being escalated", "There is nothing we can do", "We have to wait for another department to respond", "We apologize but we can not do anything else". I have now had ac issues for two months, no we have no ac. I have 2 daughters, 3 dogs and we have not been offered any kind of assistance. We are expected to remain at home in Texas with NO AIR! This is ridiculous. Having no air is an emergency. I should have had some communication by someone by now.

It shouldn't take this long to fix a mistake that was caused by someone you sent out to my house to fix something. I'm calling each day, I'll write each day to ensure that my issue is resolved. This is unacceptable and I will be making sure I contact/review everywhere I can to let all know that my home has been without AC and no one has provided any assistance to get this so called escalated issue resolved.

I sent in paperwork and price was actually less than authorized amount. About 4 weeks later got a call from HWA stating they would sent our check which was a fourth of the amount we had been authorized to pay our plumber. We said no, that is unacceptable and please “open ticket” so a supervisor would call. Never happened. Longer story, but we are still waiting on check.

So now we are 4 weeks without A/C. I feel like they just keep putting me off so I’ll do work out of my own pocket. We were offered cash buy out. The offer was a little more than $600 for what contractor told me was going to cost $2,100.

Luckily our contract with HWA ends soon. Save yourself the headaches and open a household repair savings account with money it would cost to enter contract with HWA.

The most recent time I called I asked to speak with a manager, they gave me a supervisor, who couldn't help and said the same thing as everyone else. I asked for his manager, and he said he couldn't transfer me or give me any way to speak with someone higher. In addition to all of this, once it finally does get approved, the part(s) still have to be ordered and we need to schedule the technician to come out to fix it. This is some of the worst customer service I've ever experienced!

Now we are dealing with our garage door opener not working. Once again, NO CONTRACTOR IN OUR AREA, so we are having to wait another 48 hours to see if they can find someone. This is a security issue for our home, as the garage is a direct access point into our house. I am told once again I can find my own contractor... but oh wait, once again they will only cover so much, so I will have to pay the rest out of pocket. They cannot tell you how much they will cover so you can try to find a contractor that will do it for their coverage amount... Definitely would not recommend this home warranty to anyone. They do not care about you, your house or anything. They take your money and run and then fight tooth and nail before they will pay your contractor, and will only pay as much as they want. They are in no rush to help you out. Will not use the next time I buy or sell a house -- I will make sure we get a different company!

While not hearing anything back from the "new" service provider I reached out to them. They did not have any of my information to come out. On 5/5, I contacted the HWA claims department again, and this was corrected. The service provider came out the same day and diagnosed the issue. On 5/8, I reached out to HWA to get a status on my claim and the repairs needed. I was told that it needed Managers approval and that would take 24-48 hours to be reviewed. On 5/12 I called AGAIN to follow up and was told it is still waiting for manager approval and could take (you guessed it!) another 24-48 hours. I called AGAIN on 5/14 and was told management sent the service provider a request for more information on the repairs.

On 5/18, I contact HWA yet again and they received the information needed from the service provider but it needed management approval and it would take 24-48 hours. I am on the phone with HWA again today 5/26 as I am writing this because I still have not gotten any communication from them. This wait time to get my AC fixed is ridiculous. Especially when you are told not to run the AC unit because of the repairs needed and we are starting to see heat advisory temperatures. Very dissatisfied with the company. This is my second year with them and before this service claim I never had any issues. Not sure what changes have taken place but this is not acceptable customer service by any means!

It is now the end of May and we have not received a check. I called May 11 and the service representative had no answer as to why we didn't receive a check and said she would call us back (no one ever calls back from this company!). I called again on May 25 and they do not have a record of the case number, but they will look into it and call me back. After digging through old emails, I found the case number and I called them back. I have now been on the phone 50 minutes and the representative is still researching my case trying to understand. The amount of time I have spend on the phone with this company for just the dryer is crazy. Calls take at least an hour of being on hold (that was in January as well).

In addition, our AC stopped working yesterday, so I called my own company to have them see if they could repair it (they came within 24 hours!! yay!). My company deemed that it can not be repaired, so I called the HWA and they said they would create a case and a provider would call within 48 hours. Once they determine the problem, it will be another 3-4 days for an approval to do the work. She said the process can take up to 4 weeks. It's 87 degrees here. I don't have 4 weeks to wait.

After much discussion about how unhappy I have been with their service, the representative tells me she can create a case for me where I can use my own vendor and submit the invoice for a refund. I asked if there was any information on their website about this process and she says no, it is only an option given through the phone. She gives me an email address to send the invoice to, but no information on any guidelines to the process or how much of a refund. That doesn't give me any reassurance that I will actually receive any money back from HWA (especially since I haven't received the last check from them that is almost 3 months late).If you can avoid this company, please do. The service providers do not even like working with them. Oh and don't let them tell you there was a glitch in their computer system. They use that excuse a lot.

There was one contractor that HWA referred us to who took a day or two to follow up with us. We had to reach out to him on multiple occasions. It took a week in between the initial contact because he had to order a part for us, and then when the part came in, we never heard from him and we ended up having to call him back. But other than that, the contractors have been fairly professional.

Our property is 40 something years old and there’s always something going wrong like electrical and plumbing. We’ve had very bad luck with several of the other home warranty providers. We’ve had various companies. One of the problems with the other companies that we used is they would send somebody out who would take one look at the problem then say it isn't covered or they had to go through an elaborate process to get it covered. It took two or three weeks and they couldn’t get anybody out here then they did a 25-cent solution for a $50 copay.

We were looking for somebody that we felt we could get at least the value of our money from. We don’t expect great things from any home warranty company because they’re not gonna upgrade anything to the standards you would if you did your own repairs, but it is nice if something goes out and you can just spend $75 to get an electrical plug changed out rather than having to pay it or find and pay an electrician. Home Warranty of America actually covers more for their policy like refrigerators, washers, and dryers. They do a lot more. So far, we haven’t used them a lot but when we did, we had very good results. They sent qualified contractors.

When I called the plumbing company to ask about the “modification” and additional charge, they said they always charged it and we would have to take it up with the warranty company. After 41 minutes on the phone with HWA, I was still no closer to having anyone explain to me how they could replace a water heater without cutting the gas and water lines. I finally got put on the phone with Jose P. a customer resolution specialist, who informed me that, “We will replace the water heater, but we do not pay for gas or water lines to be connected.” I was so shocked, that I asked him to repeat it. I then wrote it down and read it back to him. He confirmed it. So in essence, you can expect to pay a minimum of $500 to get your water heater replaced with coverage thru Home Warranty of America.

The plumbing people didn't deal with the pressure tank switch and that turned into a big issue, but they were very helpful on it and they refunded our money for the service in general. It was an add-on package for our well but we canceled it because they didn't have the proper people because they weren't in our area. We also have some kind of energy package and septic package that are separate. Since we've moved in here, we've had a lot of issues. We paid $100 for a brand-new hot water tank so the service is really good.

Then one day a rep named Eddy said that HWA had lost their contract with their A/C supplier and could no longer get the air conditioner we needed and that we would have to take a cash buyout!!! At the same time my wife was on her phone with a different rep who said that it was not true that HWA had lost their contract with their supplier?&$@. Also when the A/C company came by the first time the guy could not find the serial number on our a/c. I later went out to the unit and was able to get the a/c serial number. I also called the manufacturer and verified the number. I on at least 10 occasions sent the serial number to HWA.

This morning I get a email from HWA saying I had NEVER sent them the serial number. I immediately sent them numerous previous emails that contained the serial number. I have not heard back from them yet!!! I feel abused, lied to and really just taken advantage of by HWA!!!! I no longer want them to replace the unit but instead I want a cash buyout. I have shopped around and the cost of a new A/C is around $4000.00. They have offered me $637.00. Unbelievable!!!!

Original Review: We placed a claim on March 20, 2020 as our AC was not working. A contractor for HWA came to inspect and recommended replacement. The contractor contacted HWA. The claim was evidently approved and sent to the“Purchasing” Department. We are now 8 weeks out and still no HVAC. We have called, emailed, and even contacted HEA through Twitter. Each time the claim is “expedited” as an emergency claim. I am concerned that this company is going out of business. Will it take a class action suit?

We had someone come out and looked at something, and then they said they have to talk to the Home Warranty people. They went out to their truck and then, they came back and said that HWA was not covering or I have to reach out to my home warranty and they would let me know. That happened to us last February with our air conditioner and then, this year, just last month, we had the hot water heater go out. We paid the $75 service fee plus we had to pay $900 on top of that for our hot water tank, and we even have the Premium Plus. It is almost like not having a home warranty. You might as well put that money in savings and you can pay for it out-of-pocket. I'd be happy to stay but it's like we keep digging deeper and deeper.

I called on Monday 5/4 and was told that HWA had received the recommendation of replacement. The rep that I spoke to said he would forward the info to purchasing and I would be contacted with "options" in 24-48 hours. A week later I still had not heard anything. I called back on 5/11 and was given the exact same information. And today, again. I also tried the email contact option on their website with no reply. I just want my appliance replaced at this point. I'm truly beginning to believe that HWA wants me to pay my premiums and also get frustrated and replace my appliance myself. This company is turning out to be a complete ripoff. I've filed a complaint with BBB as well.

The second technician was good. He said he couldn't fix it. He had to order a part and he’d get back with me. But I've been with HWA so long, and to me, this don’t make no sense. Why not just get another dryer? I didn't have a problem before with any part. It took a day every time. Three years ago, I had a problem with my washing machine and the guy couldn’t fix it. They sent the thing in. They had the dryer at their warehouse, and you can get one from there. You can buy it. There was never a problem with it. I don’t know what’s going on now. Right now, I’m dissatisfied with it. I would tell somebody else not to get them. I’m not gonna renew it, too.

Having this protection plan is very valuable, especially if things come up and it's a large item. A lot of the contractors when they come out explain some things and tell me if they see any feature that could be a problem so that you can look out for it. That's additional information that you weren't aware of, but they were also able to fix the item that they came for. The only thing is I thought I had roof coverage, and I don't but I realized my roof is 25-year warranty. I tell others what I've been through. I talked to my parents, and so now they have HWA.

As of last November, I still have never gotten my money. I've called HWA a hundred times. I just about know everybody's name from talking to the same people over and over again. They each say that once the contractor comes out, they will talk to them and see what they did. But I sent the bill to them after I paid it so I don't know what else they want. The person that came out had been clients of HWA before. They told me they don't ever get paid so they are not working with them anymore. The lady stayed on the phone and she made her husband hold it but they never came to the phone. They put you on hold for 30 minutes when you call there to talk to them.

Then my ice maker was shot in the refrigerator. I filed a claim and that went better. They got the new refrigerator and got it in. But I had to get a premium to get anything done because if I hadn't had it, I wouldn't have gotten the ice maker part of the refrigerator. I'm paying extra if it's electric. If a lightning storm blew out some of my equipment in my house, they wouldn't pay for that unless I paid $5 a month extra for that. I also had a claim when my air conditioner went out. Stuff had to be upgraded and I ended up paying the contractor about $1,200.

I used to be with Home Shield and I got out because every time I had to have Freon put in my air conditioning unit, it cost so much money. They only pay for a pound of it. But I'm not happy with HWA now because they give me around about the money that I paid for something that they were gonna reimburse. And now, I don't know why I'm stuck with them and I'm still paying them every month.

My most recent claim with HWA was for my dishwasher that went out. The only thing was it took them so very long to handle that particular claim because the part that was broken was no longer made. So, instead of just hanging out on the claim, their purchasing department would look for this part to see if they can find it anywhere. It took 6 weeks to have them settle that claim. But normally, it's within a week.

Since they couldn't get it fixed, they sent me two different models that I can order and they would replace a dishwasher with one of those models, or they can send me the money for it and I can choose my own model. I chose the money and they sent me $400 for it. The only thing that sometimes is confusing is, what exactly, other than an appliance, are they covering - electrical or plumbing. That can be a little bit tricky to try to figure out. But for the most part, I've been generally happy with them. My son bought a house about two years ago, and I have not been a Realtor for a long time. I was not his Realtor, but as a housewarming gift, I bought him a home warranty. He ended up using it because he had a pipe break that was on the wall and they were very good. They sent someone out the very next day and they fixed it. His experience with it was very happy too.

The last time I called Home Warranty of America was probably three weeks ago but I didn’t get anything. I’m just gonna have to count my losses with it. It could be all these problems everybody is having too. But up until then, Home Warranty of America has been great. I never had any trouble years before. I had the warranty for years before and then I sold the house. When you buy a house, they give you a year and they gave it with a different company. I went back with Home Warranty of America this last year.

Turns out our HVAC was not even broken; their contractor said it was to make as much money as possible. After our AC still didn’t work. We had another contractor come out who said the thermostat was not sending the signal and fixed it the same day. Now I’m being sent from department to department at HWA to try and get my money back. It took 4 weeks and 10 different emails to have someone finally respond to me. I would say if I absolutely wanted a Home warranty, HWA should be the absolute last choice for anyone shopping. They work with criminals and are not far from behaving as them either.

I am still willing to do the work of finding out who the manufacturer is and order the part myself but they won't clarify to the plumbing company that they will pay for install. 15 times I have communicated with them and no clarification. I will be calling the broker that sold this policy I am not the only client at this moment that has had severe issues not resolved.

As of today, the people staying in that home are moving as they cannot stay in these conditions. It has been over 90 degrees many days since the claim was filed and is only getting hotter such that one woman grew faint yesterday and we had to phone her physician. I have seen the reviews on your Facebook page from others having the same issue and am reaching out to my attorney regarding a suit for breach of contract and fostering unsafe conditions.

I also had an episode where I was having a toilet fixed and then I had another episode with the AC unit that was almost out of Freon. HWA was saying that the AC is covered but I was not advised that I would have to pay per pound until the issue came up. The first three pounds were free but after that I had to pay out of pocket. So I told them to forget it. I had my uncle come out and put Freon in. HWA would need to let someone know about that upfront.

4/6/2020 stated both toilets were not working in our home, it is 4/27/2020 and they still have not been addressed. You will never reach anyone during this global crisis, they would care less how much of an emergency it is. This isn't an ice maker we are writing about— for nearly $500 you would expect more. A contractor came out and CONFIRMED the toilets needed to be replaced, wrote a receipt stating this on 4/13 and the company claimed they were waiting further instruction to see if it was covered by their plan. It is - they are just trying to cut corners and avoid payment/issuing anything. I went into my account and saw on 4/20 they actually CANCELLED our replacement and request a second opinion.

I was furious; it is evident their team would prefer to spend time cancelling and attempting to not address emergency situations or hunt down second opinions rather than address customer needs. DO NOT buy from them— I have copies of all transactions, emails and even their shady business of requesting a second opinion in an emergency situation. Terrible— see my initial email below (I also asked for tracking of shipment of parts, because they stated they shipped the parts to the contractor— but how was that done if you all cancelled the request and asked for a second opinion for the toilet replacement— they never provided this.)

Both toilets within my home are not working. This is an emergency situation, I put in a claim over a week ago and no one has been to our home. The provider you all have, they stated they are closed and have not addressed our claim from a week ago. Not having any working toilets is an emergency issue so we are disappointed you all would refer us to someone that has limited or no hours.

We haven’t been able to hear from or contact our representative, Imelda, and I understand for safety your company may have closed hours. However, does no one work from home or use their email at your offices?

Our family is now considering canceling our warranty with you all completely; the inability to contact anyone let’s us know that this may not be the best option, during a state of emergency or period. We were hounded during the home buying process by your reps but now to not even have a basic follow up is alarming. Again: we pray your team and loved ones are well, but a call center can definitely be done remotely or at least via email.

A 2nd repairman tried to fix it and concluded that he could not fix it. The repairman said they cannot fix it and have sent the diagnosis in to HWA saying that I need a new dishwasher. I have all texts and communication from the repairman. HWA claims to not be able to communicate with their own vendor repairmen. HWA keeps claiming they do not have all the information they need from the repairmen to order me a new dishwasher or send the money for a replacement. They will not email me to get the information and serial number from my dishwasher. I had to call and force them to take the information down. Yet, they continue to deduct 54.99 a month from my checking account.

I want money to buy a replacement dishwasher OR a full replacement dishwasher sent. This claim has been filed since March 2, 2020. I have an email as proof from an agent that finally answered the phone. I also have proof that I have called for over 6 weeks trying to solve this issue with HWA. I have been with them since 2013, they used to send emails to update consumers about their claims.

Now, all we get our agents from somewhere in El Salvador and they refuse to allow me to speak to a supervisor and even the call center agents complain that they are forced to take all complaints from customers, but have little control over the resolution of claims. Their website has been down since February. They keep promising me when I call that they will call or email me back. They have NEVER called or emailed me since March 2. I have one email that I forced an agent to send, recording our conversation.This has absolutely nothing to do with the coronavirus shut down! No excuse for a company that cannot even email the status of claim or update website since February.

Called multiple times for answers and was told that I just needed to agree and that I would not hear from anyone. After a week of calling finally got some answers. Disagreed but realized I would never win that battle. Approved the decision and they said they would contact the company for the approval details. Two weeks later and the company still has not heard from HWA. When I call to get an update on why the repair company hasn't heard from HWA and I'm told that the repair company is probably lying. Apparently the coronavirus prevents phones from working because that is the excuse I get everytime I call for answers. Apparently the people that will answer can't tell you anything or answer any questions. I would never recommend this company to anyone even my worst enemy. They will do anything to avoid what you paid them to do.

Since I'm a long-term customer, it'd be nice if they kept the rates down 'cause it's been going up all the time. The fee for the techs to come out was $65 when I started. Now, it's 100 or a little more. I'm a consistent customer but where is the benefit of me keeping HWA if they're gonna keep jacking up the prices? Still, everything has been good.

That that time I spoke with a rep, Susan. She got me to Marvin to discuss options for getting reimbursement for a new refrigerator. In the middle of my call with him the phone went silent. I then had to call back- I asked if there was any way to get back in contact with Marvin and the rep, Eli, told me no. I spoke with Eli about my options and was finally able to get the reimbursement process started. So, after almost four months, we will hopefully be able to get a new refrigerator. I hope no one else has to go through this process.

In my opinion, the company has been very unprofessional and has made me jump through hoops for something that should have been taken care of months ago and to top it off, I finally got a call back from a supervisor (5/6/2020). So much for the 24-48 hour response time. Because of our experience, we have decided not to renew our home warranty with HWA and have taken our business to another company. Best of luck to you all.

Original Review: HWA (Home Warranty of America) came with the purchase of our home. We had our first issue in February 2020 when our refrigerator stopped keeping cool. I called HWA and they had a contractor contact us. They came out and did the work only to find that not only does the fridge side not keep cool, but the freezer is no longer working either (ruining what we had in there). We then notified HWA and they advised us if the trip warrants extra/different repairs we would have to pay an additional $100.00 service charge. At this point, we are two weeks in so we borrow a refrigerator from a friend and place out NON-WORKING unit in our garage.

The company comes back out, not knowing what is wrong with the unit, they tell us they will have to order something additional to test it. Later, I get a call from HWA stating they will not cover our unit as it is "secondary" because the NON-WORKING unit was placed in the garage. I was literally in tears. I was able to talk to someone and they advised me to bring the unit back in the home. I did so and asked for another company to respond. The second company (SEARS) responded and told us that the reason they could not diagnose the fridge was because the previous company (Alway There Appliance Repair LLC) had put the wrong control panel on so it would not work AT ALL.

Once the control panel was corrected, they then diagnosed several other issues. At this point we are over a month and our refrigerator is still broken and sitting in our kitchen taking up space. The rep was not able to reach HWA to get the repairs approved (due to Covid-19) and so two weeks later I finally called and called until I was able to reach someone. They told me the contractor had to send the information to them. Now they have to come BACK TO MY HOME for a 6th time and I still do not have a working refrigerator. This is unacceptable to me. I talked to a supervisor who no longer returns my calls and I feel so defeated. I just want a working refrigerator.

My second claim was for a leaking hot water heater. The company that was contracted to do the work was excellent, but just to let you know if you have an issue with your hot water heater, be prepared to spend $600-$700 out of pocket as HWA only covers a few things pertaining to the hot water heater. I did notify my realtor in hopes that they would no longer use HWA for their clients going forward. I don't want any other families to go through this because it is so stressful. I thought the warranty was in place to help alleviate stress but all this one has done is cause more.

In the midst of Covid-19, I still have to have a rep come back to my home to do something that should have already been taken care of. Instead, I am putting not only the rep but myself and my family at risk, all so that we can have a functioning refrigerator. As the title reads, if you are looking for the perfect home warranty for your home, please continue to look around. I would not recommend HWA.

I need customer service to not find ways to turn away callers. I found too many customer service agents who act like if there’s a problem and it’s not their fault, well then, it’s not their problem. If they can tell you that they're telling you all they know or that they're doing all that they can, that satisfies them. But it often does not satisfy the customer who’s paying almost $1,000 a year for the damn policy. I gotta make eight phone calls to resolve one thing.

I also wish the vendors would communicate with me more. I own the house that I have the warranty on but I rent it out to folks who live there. When the vendor shows up, they deal with the tenants. I beg for the vendors to call me and give me a status update when they’re done but it never happens. That’s something all the vendors have in common. Every time I open a case, I try to emphasize and ask if they could have the technician call me. I want to know the result of the visit and I always have a difficult time getting that to happen. I have to make additional phone calls if I wanna gather that information.

Lydia was very helpful. She had me call the concierge desk which I did, and Christine was helpful too. But it just took too long. If we're really in the throes of summer, then we'd be dying here. Luckily, my husband and I don't like the cold. 'Cause we don't have any windows to open. We have a terrace door. But the rest of the condo, the windows don't open.

EVERY time I call I get the run around of what Is going on. During this time of COVID-19 my family cannot take a hot shower to stay fully clean because HWA continues to give not only me but the plumbing company the run around. My family and I have now been without hot water for a week and still HWA has yet to approve the claim, even though it's 100% covered in the warranty under "WATER HEATER".

They could improve on their responsiveness though. The last time I called them was a crisis. I had a water line that broke and it was coming back to my house and flooded the front end of my house. I turned my water off and I couldn't stop it from coming. It blew the wax seal on my toilet. I found out later the line had broken across the street and we had a bad rain. Rainwater was looking someplace to go. I called them at midnight. They have a 24-hour operator. I left a message and I called again. I was pretty excited about trying to get somebody out there but I didn't see anybody 'til 10 o'clock the next morning. I'm not sure what they could have done, but at least he could have advised me on it. I don't know about these plumbing issues and that's why I have a warranty.

Nothing else they need to address other than if I’m using this for property management they should find a tool where they can list that this is a rental property and to make sure it's passed to vendors and to not reach out to me because I don’t want the hands-on experience with it. I don’t live in the property so I can’t help them with setting up appointments.

I felt reasonably well about their contractors, but HWA seems to have changed in the last three years relative to how responsive they are. You were talking to a human being in a matter of minutes, not hours. The wait time to talk to someone has been getting worse when you call them. I went and looked at another company and then decided to stay with HWA, but it made me feel like, “Hey, these guys are cutting corners. They're cutting back.”

Most of the contractors have been really good. I've only had a couple of times where a service tech had to come out again. Also, we had a service tech who was repairing a leaky faucet in the bathroom. The man decided to go to the bathroom in there and not flush as he was servicing. As they left, I went upstairs to a mess because they clogged the toilet. I didn't call in about that, but it was unprofessional and odd.

The other thing is that Home Warranty is very vague on what they cover. They don't tell you what they cover and what they don't. They said they would cover the sewage line but they don't cover the lateral field. They're not upfront with you, so they try to get you to buy the extra coverage. But other than that, they're really good and the product is usually fixed within a couple of days. I'd recommend them. They're timely and they don't give you much of a hassle, like ask you a thousand questions.

I've had a washer and dryer go out and I had the circuit breaker box fixed. However, I've been trying to get a new washer and dryer, but they said it can be fixed, so I'll just keep using it until it breaks. I've also had a hot water tank that went out and the guy came right away. He even told me that I had good insurance and that I should keep it as long as I could. I said that I plan to keep it. HWA is good at what they do.

Now, my husband says that HWA is asking for some kind of a home inspection. We've been in this house for five years and we've had that warranty for five years, and I didn't have an inspection. Who's gonna provide that? What do they need that for? I just want my hot water heater fixed. I would not recommend HWA to anyone. You should put the $70 a month in your bank account and save it instead of having a warranty. It's not worth it.

In October, I called Home Warranty and I said that I haven't heard from anybody. They said that they need to speak to the dishwasher repair guy. So, I called them every week for seven weeks and they didn't respond to any of my calls. I finally called Home Warranty again. Every time I called them, nothing happened. Then, I kept getting calls from them and they said that I should go find my own repair person. I tried to explain several times that we don't have repair people in the island that's reliable or dependable because we live in Hawaii on a small island. Finally, I spoke to a supervisor but I kept getting cut off so I had to call back again. When I finally spoke to someone, they said that they would call back in an hour and they never called back. Then I started having problems with my dryer and the same thing happened. It has been almost two months for the dryer and it has been going on for the dishwasher since July.

I’ve been with Home Warranty for at least four years and they keep collecting my premium but I don’t get anything. The last supervisor I spoke to wouldn’t even listen to my story. He said that the claim was old and that he would have to start a new number. Then, I got cut off. He never called me back and when I called back and asked, they said that he would call back in an hour. He never did. The customer service was very polite but they didn't do anything. I tried to be polite and patient with them but that didn't work. My husband tried being a bit more forceful but that didn't work either. Home Warranty of America is engaging in consumer fraud. They're taking our money and they're not doing what they promised to do which is to get our items fixed. I will report them to the State Attorney General.

Three years ago, our pool needed fixing and Home Warranty did it okay. But even then, the pool repair person told me that he will never work with Home Warranty again because he said that it was such a hassle for him to do the paperwork that they require. Moreover, it took so long for him to get paid by the home warranty company that he said he would never work for them again. So, he said that if ever I have an issue again on my pool, he said he's not gonna be doing it if they ask him. It's not directly our experience but that's the kind of reputation that either they already have or that they are developing because of how they treat not only customers like us but also the service providers like our pool guy.

Our AC stopped working this week. HWA sent out a technician and, based on verbiage in the HWA contract, the repair should have been covered (or at least, partially covered). The blower stopped working. There is a chance that it may be due to some debris in part of the furnace (the AC and furnace are all the same system).

My claim was brought to a concierge level "customer service" person. The first day I spoke to her, she was rude. The second day she was much nicer and stated that the repair would be at least partially covered and she was going to try and get even more covered. Then, I did not hear from her for the rest of the day. I quoted text from the contract and forwarded it to HWA showing why the repair should be covered. When this employee finally made contact with me on the 3rd day of no AC, she said the entire claim was denied. She kept talking in circles, could not quote the contract (though I could), made it clear that HWA did not understand how my system was put together or where the issue was, etc.

I never used profanity nor raised my voice. I was adamant and asked many questions. When I asked for the denial and reasoning in writing and requested an appeal process or to share whom else I could speak to, she stated I was "stressing her out" and hung up on me. I know warranty companies are notoriously difficult to work with, but I encourage you to choose a different company for your warranty needs. I have never been more disgusted at the inept and useless employees I had to deal with through this entire process.

I get a different response every time I call from not covered to partially covered to fully covered and back to not covered again, and this last time was told that they will let me know when they can find someone available and will send me an email.... Two days later, nothing. So I will be back on the phone with them again Monday, another hour of my time wasted trying to get this incompetent company to fix the issue in my bathroom that they have been paid for. Would not recommend!!!!

This company is a complete joke. They take consumers money with no problem but when an issue comes up they just give you the runaround. Very, very poor customer service, just scripted lies. I paid for a year but I WILL NOT be renewing any contract with them. I’ve also notified my realtor, who recommended this company and explained what’s going on so they will not be recommending them any longer to homeowners. Just a very sad and pitiful company. I hope for others that have a contract that if you have to use them you have better luck than I am. I would not recommend them to give a warranty on a dog house!!! Very poor excuse for a warranty company. They can’t even be honest!!!

The rep that I spoke with said that the reason no one contacted me was because he didn't file any information on what needed repaired, regardless that I have a text from the repairman stating that he had to enter everything manually. The rep had to keep muting her phone because of the laughter and noise from the background and I was placed on hold for entirely too long. Horrible customer service. I do not recommend anyone to use this company. As soon as my contract with them is up, I'll be leaving as well. This is ridiculous, I'm out 100.00, 7 weeks, and still don't have a working dishwasher!

Original review: I recently purchased a home and within the first couple of weeks realised that there were several appliances that unfortunately did not work but made it past the inspection. The refrigerator broke and the washing machine stopped mid cycle with an error message each time we tried to run it. Luckily I had home warranty coverage with Home Warranty of America so thought that I could quickly get this resolved.

On my first call the customer service rep told me that since the repair for these 2 appliances could be done by the same contractor, they would wave one of the $100 service fees. I thought that we were off to a great start until the technician came and reset the fridge without actually fixing the problem so I called HWA back to make sure that I could schedule another appointment without being charged for the same appliance. After being put on hold by the first rep for 30 minutes and then going on and off hold with the second rep for 1.5 hours I was told that I would have to pay the $100 fee to have another technician come out.

They made the appointment with a different service company who I called and they do not service my brand of appliance. I called HWA back and they sent my service order to a new company who does not repair refrigerators. I called a 4th time and was referred to a company who did not have immediate availability. It has been 11 days since I made the initial claim and I still have a broken refrigerator.

Sarah

As for the washer, it wasn't washing properly. We told Home Warranty of America we thought something is wrong with it. They said a technician will make a call and come by here. The technician called us and he asked the brand name of the washer. We told him and gave him several other information he needed. When he got here, he opened the washer and went up, went down, used the bathroom, and then said there was nothing he could do because that's the way the washer or the model or the brand works because it was made by Samsung.

We were dumbfounded. He spent about 20 minutes here and we paid him $75 and he left. We didn't like that. Bottom line is he didn't do anything. The washer is still washing the same way. But we didn't know what we were supposed to call Home Warranty of America to complain. We just let it go. So when we were trying to renew, the issue popped up and there was nothing Home Warranty of America could do about the $75 because we didn't complain within 90 days. We told them that we're not satisfied with whatever the technician done and we're just ripped off. They said there was nothing they could do. The system or the way it was set up won't let them do anything. So we told them it was fine and we would do the warranty for another year.

We began the process and I waited for a long time but the money didn't come to my credit card. So I called Home Warranty of America on the 3rd of this month and somebody told me how they were having problem, and the charges were not going through, and it wasn't only me. They were going to call me as days roll by when it gets to my turn. I asked them what do we do now, and he said would check. He went and checked and checked and checked.

I also told them to remove the Orange Plus plan because I still have Diamond plan. So we told him to remove it and the rep said okay. But when I called again, somebody said, "Oh, you were supposed to have coverage for the outside pipes." So I said, "What do you mean around the house? Around the house inside or outside?" It took them one year to tell me around the house outside. I told them that we didn't want that. But before then, I've already authorized him to charge me 999. At that time, I didn't know the 999 was per month, not per year. I told them to take it out and the rep said he was taking it out. But the bill came up in the credit card six days later.

I called again and they said they couldn't take it out. They told me they don't have the power to do so and that I have to call the third-party company because they didn't do the job. I told them that the personnel or staff I spoke to was that of Home Warranty of America and I had no business with their third-party. If they do anything with third-party, then they should call them to take it off. But they refused.

They transferred me to the third party. But the third-party was trying to refuse to take it off. The rep kept trying to convince me to keep the plan because it's very good. I told him I didn't want it and to take it out. Somewhere along the line, he hung up. He didn't take it out. I called back Home Warranty of America. I told them what happened and how did the phone was hung up on me. Home Warranty of America said they will take it off. I told them that based on how things were going, I needed an email confirming this discussion. They said they would send me an email a few minutes from then. Two hours later, I went and checked but there was nothing. Four hours later, I went to check my email and still nothing. Two days later, I get nothing, but I called Chase and I placed dispute on the 999 charge.

REVIEW - a service provider came out and 'fixed' a black water leaking issue I had in my master bath. The 'patch' job has failed, and the toilet is again leaking into the master bath. And, oh, the smell! I called Sunday and set up an appointment. As it is under warranty, they stated that they have to send the same provider, you know, the one that didn't do it right the first time... I get a call from the provider and the best they can do is Wednesday, and, they want to send the SAME technician. (Seriously, they did, three days for the same person who didn't do it right the first time...) Otherwise, wait until Friday for someone different, but from the same company. So, I got back on the horn to HWA and requested another provider. The representative's microphone was not working correctly, so the discussion was poor and prematurely terminated.

I called back, the person I talked to seemed knowledgeable and helpful, and assigned my plumbing job to a drywall company, but was assured no less than three times that they also did plumbing. I called the number he provided, left a message with the company, they called me back, and guess what? Nope, not plumbers. She even stated that she had informed them several times with varying communication methodologies, yet these have thus far been completely ignored. So, back on the horn to HWA. New provider assigned. (Please remember that this is a black water issue, not a leaky faucet...) Success? NO! This provider is no longer an active company! Defunct! Permanently Closed! And the funny thing is the guy from HWA was 'on the phone' with them verifying their availability.

So, I call back, AGAIN! (Not the happiest of campers I might add) and asked for a supervisor. Click. Called again, supervisor again, click again. Called again, spoke to another representative, and he said I just missed them. (Really?!?!) So he states that he will work with me. In doing he stated that he needed to speak to his supervisor, but was VERY quick to point out that the supervisor had too many representatives to cover to talk to me. VERY quick! In the course of the call, he stated that he was looking for the diagnosis from the original work order, and it was not in the system.

This ordeal began about 10 hours prior to this revelation. In that 10 hours and teens of calls, NO ONE had mentioned this juicy tidbit of information. So, they can't, apparently, even escalate the required work to assign it to anyone. Except, of course, the company that botched the job in the first place. This is a horrendous company to try and work with in any capacity, based on the experience that has befallen me today. I cannot stress enough. Pick another warranty company. ANY other warranty company. That's what I am about to do!

They don’t make the motor of the current dishwasher we have and the purchasing department has been supposed to be coming up with options for over a month now. I continually am told that I will receive a call back (still over a month later have NEVER received the first call back) and there has been no progress in over a month. I would not recommend HWA as when there is a real problem it’s a long drawn out process because they don’t want to fix it. I’m still paying my monthly fees for services I’m not receiving, very disappointed.

I would change some of HWA's contractual terms. They have one that’s extremely onerous that they all need to get rid of because it’s so unfair. If they decide that it’s too expensive for them to fix something, they will give you a compensation equal to their nominal rate for that particular service. But the nominal rate they give you as they say in their contract does not necessarily mean you’ll be able to get that rate. So, while you’re thinking that you’re getting coverage, what you’re getting is an alt in case they decide to exercise it, whereby, they will give you their highly discounted service cost or product cost, which does you no good because it’s only partial compensation for the repair or the replacement.

Original Review: March 8, 2020

We have used this company for almost a year. Nothing but a pain in the **. They make us hold on the phone for over 4 hours, give promises, and never follow through. We have filed two claims, but ended up paying out of pocket in full for both. They send out a company called 24/7 plumbing, who wants nothing but your $75.00. We have emailed the president of the company and got no response.

The $75 check cleared and a few days after that, I noticed a $1,500 withdrawal on my checking account via check - with the same check number I had written to the plumber for the $75 deductible that already cleared. The $1,500 check amount was typed after my handwriting had been carefully cleared. I called my bank who instantly credited the $1,500 back to me, I called the plumber, HWA, and the county Sheriff's Department to report the attempted theft and check forgery. This was my first dealings with HWA but I ended up renewing my coverage for another year.

I had a couple of claims involving my refrigerator after my first episode with HWA and their chosen plumber. The two claims involving my refrigerator went well and as they should go but the repair company sent by HWA was not allowed to use parts they keep in stock for the repairs and they had to wait for the parts to be received from HWA's designated supplier and schedule a return trip delaying the repair being completed.

My final straw was with my garbage disposal failure. I called HWA to file a claim. (I don't believe I've ever spent less than 30 minutes on the phone with HWA when filing a claim.) A few days goes by and I have not heard from HWA or from their designated plumber, so I called HWA to check on status. Turned out HWA was unable to contract with a plumber to do the work. I believe I found out one of the reasons why later. So I was told to find my own plumber to schedule the work and for the plumber to call HWA when they arrive and determine what the problem is. That was done and the amount the plumber charged to replace the garbage disposal (in stock on the plumber's truck with only one trip required) was agreed upon by the HWA representative.

I paid the plumber via credit card and I asked the HWA rep, "Who do I send the invoice to for payment." He gave me an email address to the parent company and said to include my claim number. Told it would take 6-8 weeks for me to receive a check. (No wonder HWA couldn't contract direct with a plumber for my repair. Not many reputable companies will accept having to wait 2 months for payment.) I emailed the paid invoice to the designated email address on the day the repair was completed, 11/18. I also asked that the $75 deductible be waived since I had to find and schedule my own plumber, pay the plumber in full on the spot, and having to wait 6-8 weeks to receive payment. The HWA rep was given approval for that.

Six weeks or so later during the first week in January I called HWA to check on status of my check. Nothing had been processed yet with the HWA rep trying to tell me they were waiting on me for some couldn't be explained reason. BS. So whatever it was they were waiting on (likely taking their time to collect more monthly premiums in the interim), the 6-8 week clock for me to receive payment started during my phone call to HWA in early January. I finally received the check during the last week in February. From the date the work was completed (that I paid for in full) until the time I received payment was over over 3 months. Unacceptable. I canceled my service with HWA early and never again for me.

We are constantly being told to call back in 48 hours and then when we do we get told that, "Whoever told you that was wrong and they shouldn't be giving you any timeline of when things will get done." If you ask to speak to a supervisor the reps are always saying they aren't going to tell you anything different from what I just told you and refuse to get a supervisor on the line. We have been told we will be contacted by purchasing and still have yet to hear anything from them. If we knew this was going to be this way with this company we would have NEVER used them to begin with. VERY DISAPPOINTED!

HWA needs to put their correspondence with customers and to update who they contract out because they sent my accounts, or any type of claim that I tried, to companies that no longer existed. Also, there's no follow-up whatsoever on their part. You’re just in limbo for weeks expecting a call or something, and nothing happens. I’ve had to do my own follow-ups with everything every time.

He assures me he can get me a quicker time and schedules me with another company. This company calls me to tell me the soonest they can come out is Friday. Not Monday as promised, not Wednesday because HWA screwed up, but Friday. That's a week after I called to let them know about an emergency situation. I finally get them to schedule a plumber to come out Wednesday after being on hold for another hour and he says he can fix my water heater after I pay him a $75 service charge. I do, and this guy leaves after contacting HWA. A half hour or so later HWA calls me to notify me that on top of the $75 I just paid it will cost me $1,100 more to have the water heater that is "covered under my warranty" replaced. I told them to fly a kite, and to cancel any deal they made with that plumber. I still have water leaking into my apartment at this point so I call an independent plumber who fixed the whole problem in less than an hour.

As it turns out, it had nothing to do with the water heater. It was just the plumber HWA contracted trying to make his next house payment off of me. Finally once all is said and done because of an outside plumber that I paid out of pocket, after Home Warranty of America has wasted several hours of my time, and $75 dollars of my money the leak is fixed. What isn't fixed is all the damage from the water leaking for a solid week which I am liable for. There is no telling how much the lack of competence of Home Warranty of America will cost me, but it'll be in the thousands I'm sure. From this experience, I would say you're far better off just paying for damages out of pocket than trying to get any help from HWA. Don't waste your money and time.

I then called HWA again. They referred me to the same vendor who came out but was in too much of a hurry to do anything. I called HWA again, who referred me to a new vendor who came out. He asked what the previous vendor did and I told him he replaced the magnetron tube. He shook his head stating once the magnetron goes, the unit is basically unrepairable. Meaning, the process to dismantle the unit and to put it back together would render less than optimal results because of the likelihood of being put back together incorrectly.

He found the circuit board on the microwave had fried. He replaced it and turned the microwave back on. It sparked and he immediately unplugged it. The vendor told me the microwave was unrepairable and needed to be replaced. He submitted his report to HWA. Please forgive me, I had a sheet of paper I kept with names and dates to track my dealings with HWA but I don't have it at this writing. I will update the dates if I am able, later.

Remember, my claim was recorded on October 27, 2019. Now, fast forward to January 2020. After repeated phone calls, speaking with over a dozen reps, and being assigned another vendor, I was still without a working microwave. Like other consumers here, my claim had been escalated to a supervisor, who told me the same thing. Frustrating is an understatement!

Finally, after numerous conversations with reps, they gave me a couple of options. I opted to receive a buyout. But before I agreed to the buyout, I wanted to ensure my microwave would be installed with this option. They assured me it would be. I asked a couple of times because I wanted to be sure they understood what I was asking. They again assured me with the buyout option, I would be able to get the microwave installed without further cost to me.

I spoke again with the vendor whom I have spoken to on 2 or 3 prior occasions regarding the install of my microwave. They said there is a cost for installation. I called HWA again, who assured me there is no cost. this went on like I said 2 or 3 times. Finally, today (03/02/2020), I spoke to an HWA rep who told me I would have to pay for the install. He also told me that his records showed the other HWA reps told me the same thing.

I asked him to refer to the recorded conversations because clearly the other HWA reps miswrote what they told me. He said I must have misunderstood. Now, I can see maybe misunderstanding one time, but several different times? I don't think so. I also asked to speak to a supervisor. He said a supervisor would not discuss this matter with me. I ended the call. I then terminated my HWA account.