Home Warranty of America Reviews
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About Home Warranty of America
Home Warranty of America is a home warranty provider operating in all 50 states. It offers two plan options with 13-month coverage terms and high coverage limits. The company also has a large network of service professionals. As of today, HWA holds a 1.0-star rating based on over 4,000 verified reviews on ConsumerAffairs.
Visit www.hwahomewarranty.com- High coverage limits
- Nationwide coverage
- Pre-screened technicians
- Waiting period for coverage to start
Home Warranty of America Reviews
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Reviewed Feb. 29, 2020
The providers they use never call in a timely manner. Had a dishwasher go out and took 2 weeks of me calling HWA to get someone to come out with absolutely no follow up from them to see if a provider even called. Now my heater is out and I have small children in the house and instead of helping me find immediate service I get told that I am stuck with no heat until Monday. I put the call in 7am Friday morning. I called back that Friday 4 times saying that no one has called me. I get told Saturday morning that I could have found my own service provider!!! Why wasn't I told that yesterday!!! As soon as my year is up I'm canceling and going with a different company!
Good Afternoon Christine, our apologies for the delay in the response, We do not want our customers to experience issues with claims especially in this time of year, we are working hard in bettering the experience for our customers, and I apologize that you’ve had a claims that not been the process you deserve, We are always looking for ways to better our service, and your feedback is an invaluable part of that process, as we can use it to provide coaching to those involved and improve processes going forward.
After reviewing the status of your claim, I was wondering if our service vendor f provider Tropical A/C and Heat, LLC, has contacted you yet? Our if you are going with your own service vendor provider. We appreciate your feedback, if there are any questions that we can answer, or make your experience better in any way, please don't hesitate to contact us. Our Customer Service Department toll-free number is 1-888-492-7359, and our representatives are available Monday -Thursday 8 a.m. – 11:30 p.m., Friday 8 am-9 pm and Saturday & Sunday 8 a.m. - 8:00 p.m. EST. If you prefer, you can also engage with our Live Chat and Social Media department from our website. Chat agents and Social Media are available M-F, 8 am-5 pm CST. Thank you - Tobias
Reviewed Feb. 27, 2020
I filed a claim at the end of December for my HVAC system. They are quick to get the technician to come out and get the diagnosis. I was told we needed a new Air Handler and that it was best to replace the whole unit. HWA claimed they would replace the Air Handler but that not all parts are covered. The cost of the uncovered parts would be over $6000 out of pocket.
When I signed up for my warranty my first question was "do you cover HVAC units" and the answer was yes. They told me I would be responsible for the $100 service fee and they would either fix the problem or replace it whichever was more cost effective. Does $6000 out of pocket sound like they are fixing or replacing it? They offered a buy out.... $853.57! Do you know how much the part costs? Approximately $4000 for the unit we were quoted. When you call in to speak with someone you will wait on average 30 mins to get a person on the phone and every time you call you get a different answer. They are simply a dishonest company.
If you'd like for us to review your claim, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Feb. 27, 2020
I had a great experience with Home Warranty of America. I was skeptical at first when buying a home warranty with my new home because of reviews from family and friends. My furnace went out on us while I was away for a work trip. They sent a great company out to fix it who were also very knowledgeable. Home Warranty of America approved the repair after just two hours of the company diagnosing it and replaced the fan motor same day! Will recommend Home Warranty of America!
Thank you for the positive review Sam! We are pleased to hear you had an exceptional experience and we are here to help in the future. Have a wonderful day :) - Maddy
Reviewed Feb. 25, 2020
My heat pump stop working on January 4, 2020. Vendor come out on January 14. Diagnosed and said my compressor broke and need to replace. HWA was slow to get my system fixed so I opted for the buy out on January 20. Got my furnace replace on January 24. Today is February 25 and I'm still waiting on a call from hwa to let me know what they will reimburse me so folks run away from this company. Always wait 45 minutes before anyone answer the phone.
Good afternoon Glenroy, our apologies for the delay in the response. Based on the details from your review, we can certainly understand the frustration and upset that you experienced. We are sincerely sorry that this was your experience with the claim, and we hope to get the chance to provide you with an outstanding experience in the future. All feedback that we receive is valuable, as we can use it to provide coaching to those involved and improve processes going forward. If this happened to me, I would be upset too. Allow me the chance to help.
After reviewing the status of your case, it appears that you did accept the cash-out option instead of the repairs. I truly apologize for the delay in providing you an update on the cash-out calculation. Your claim has been escalated to the purchasing department to provide us your calculation amount. As soon as we receive any update on your cash-out calculation amount, we will be contacting you ASAP. Thank you for your time and patiences, Glenroy, have a wonderful day. - Tobias
Reviewed Feb. 19, 2020
I am not sure which experience to detail. The one where my family was left without a gas line over the winter holiday and being told that there is nothing they can do. Having HWA customer service tell me that the fact that I cannot cook for my family in the cold is not their problem. Or how about representatives laughing at my wife letting her no no one can assist her.
Or Having a flood in your house on January 27th and getting a call on February 19th letting me know that a provider cannot be found so we should find one and send hwa a bill for the damages. My wife and cancelled on January 27th. I have asked for a supervisor over 5 times and still not a call back. To this day! I hope the CEO reads this and reaches out to me personally. To know the service that is being provided is an absolute scam. My wife and I have never been so upset and mistreated like this EVER. We have moved on from hwa and I hope anyone who reads this does as well. Thank you for not supporting me when I needed you.
Hello Joshua, and thank you for taking the time to provide us with some feedback regarding your experience. We always strive to provide an awesome customer experience that is handled with transparency and efficiency. We can certainly understand the frustration you have experienced, and we apologize for the hardship. One of our main goals is to always provide a solution as efficiently as possible while providing the best possible customer experience, and we regret that this did not happen in your case. We also want to apologize for the communications issues that you described above. There are no excuses for the lack of responsiveness that occurred during your calls to our Customer Care Team, and we are always working on ways to improve. If there are still any outstanding questions or concerns related to the claim, please use the private message option here to respond, and be sure to include your claim number or you can contact us at Claims: Monday-Friday: 7 a.m.-8 p.m. Saturday: 8 a.m.-6 p.m. Sunday: 9 a.m.-5:30 p.m or you can reach us at Live Chat and Social Care: Monday-Friday: 8 a.m.-5 p.m. CT. We would be happy to assist with any issues or concerns you may have. Thank you for the feedback, Joshua, and we wish you and yours a wonderful day. - Tobias
Reviewed Feb. 13, 2020
My heat went out. I called them. We got a contractor assigned, initially they said it would be 69.99, then charged me the full 75 for the service fee. They diagnosed my compressor needed replacing and suggested may need a whole new HVAC. When I call HWA (yes it always takes 20-50 minutes) they want to tell me what my options are over the phone and refuse to send anything in writing. This is confusing because the contractor tells me one thing and then they tell me another and I really don't understand my options. Right now I'm being offered a buy out (which I understand), but the repairs I don't know what they are offering to repair. Also, contractor is providing different pricing, stating there are things uncovered. Between the terrible wait times, poor communication, and uncovered items, this place is a disaster to have a home warranty through.... like why is it hard to present in writing your options for review? Who does that?
Hello, Ryan, on behalf of HWA, I want to extend my sincerest apologies for the negative experience that you had. And thank you for taking the time to provide us with some feedback regarding your experience. We always strive to provide an awesome customer experience that is handled with transparency and efficiency. We are sorry to see that your claim processing time was longer than we would have hoped, and we regret the frustration that you experienced as a result.
After reviewing the details of your claim, I was really happy to see that you have accepted the buyout option as a standard check. The process has already started, please allow 3 to 5 weeks for your check to be delivered at your home address that we have on file. If there is anything else we can do for you, please do not hesitate to let us know. We are here to do everything we can to resolve any issues, questions or concerns. Thank you, we wish you a wonderful day to you and your loved ones. - Tobias
Reviewed Feb. 12, 2020
Our dishwasher broke down early December 2019 and the claim has not been resolved after constant escalation and calling through to agents that cannot assist. I have been provided multiple vendors by HWA that now refuse to work with them as they don't get paid. The online system has not been working for months as described on their website. Totally frustrated that HWA think it is okay for me to have a claim open for over 2 months and now that they are attempting to provide a payout it is far below the vendor quote. Not impressed at all from a company I have been with for 3 years that were great and now are NOT.
Hello, Michelle, on behalf of HWA, I want to extend my sincerest apologies for the negative experience that you had. And thank you for taking the time to provide us with some feedback regarding your experience. We always strive to provide an awesome customer experience that is handled with transparency and efficiency. We are sorry to see that your claim processing time was longer than we would have hoped, and we regret the frustration that you experienced as a result.
After reviewing the details of your claim, I was really happy to see that you have accepted the buyout option as a Tango Card. The process has already started, please allow 10 business days for your Tango card Link to be delivered at your email address that we have on file. If there is anything else we can do for you, please do not hesitate to let us know. We are here to do everything we can to resolve any issues, questions or concerns. Thank you for your time and patience, we wish you a wonderful day to you and your loved ones. - Tobias
Reviewed Feb. 8, 2020
We've had a HWA warranty since 2013. Until recently HWA was responsive and worked with us on the high-end appliances that came with our house. On 1/18/20 I filed a claim for a Miele dishwasher that would drain but not start a cycle. After a week of no response from HWA I called on 1/24/20. I was connected to an agent who told me that the "system" never assigned our claim to a vendor. He then assigned the repair to a company whose name I did not recognize but I assumed (wrongly) that this was a reliable company. After 5 days with no call from HWA or the vendor, I began to check out the recommended vendor. This vendor was not an authorized service provider for Miele and had less than one star on YELP and other review sites.
I sent a message to HWA asking them to contact me but I received no response, so I called again on 1/30/20, waited on hold for over an hour and then explained to an agent that I wanted a authorized service provider to work on our $3,000 dishwasher. He told me that HWA had the right pick any vendor to do the repair. I explained that HWA had twice allowed us to find use an AUTHORIZED service company to repair our Subzero, and we were not going to let someone unfamiliar with Miele dishwashers to work on the dishwasher. He told me that HWA had already assigned a vendor and that was it. I asked for his supervisor, but he told me that the supervisor would say the same thing! This person should not be speaking with customers ever. He was rude, arrogant and apparently did not care that he was speaking to a paying customer.
I then sent a message through HWA's "Contact" link asking someone to contact me about the claim and the terrible experience I had with the second agent. Again, NO response from HWA; their "Contact" link is useless. I reached out to Miele for help and in a day they had me connected me with the ONLY Miele repairman in our area. He called the next day and came by within a week, examined the dishwasher, and diagnosed a broken circulation pump.
As he ordered the part, I told him about the difficulty I had finding an authorized repair company here even with a home warranty. I mentioned HWA, and he told me HWA is one of his largest customers! He was amazed that HWA had not contacted him. He urged me to call HWA then and there and find out he could do the warranty work since he was here onsite. I thanked him and told him that he'd have to wait over an hour to get a human from HWA. I told him I'd pay for the part in advance and would contact HWA to find out why I was denied an authorized repair company from the beginning. As I write this I have been on hold for 45 minutes with HWA trying again to speak to someone about the claim.
HWA used to be very good but something's different. You cannot get a response via phone or their "Contact" link, you are committed to an hour on hold to speak to an agent who cannot or will not listen, and now apparently it does not matter if their vendor of choice is trained to service the appliance or not. That's a lot of reasons to go elsewhere for a home warranty.
Hello Susan, We are so sorry for the delay in response and hope you are staying safe and healthy during this difficult time. We are glad to to hear this repair was resolved and can happily review for reimbursement. If you could please email us your claim details and paid in full invoice, they can have a decision back in 4-6 weeks. The email address is customerpaidinvoices@directenergy.com. If you need help just utilize our live chat feature on our website Monday-Friday from 8-5pm cst and they can help you upload the invoice. Thanks for your business and patience. -Allie
Reviewed Feb. 7, 2020
Claim made on 2.13.19 - website says. (How long will it take for equipment or parts to arrive? If equipment or parts are necessary to complete the repair or replacement, HWA's Purchasing Department will order the equipment. Please allow 5-7 business days for equipment to arrive.) After 2 weeks we were told it was approved and sent to the purchasing dept but the part had not been ordered. On Friday the 31st, was on a chat with an agent and asked to speak to a supervisor to call me. They did step out of the box and I was called. I still was given the same answers - "cannot tell you when it will be ordered" and that he would return my call by Monday with an answer.
Monday came. No call, so, I called and was told the part was ordered on Saturday the 1st and we would receive the part in 3-5 business days. Friday the 7th - still no part and have had same agent hang up (end the chat) twice in 2 days with no answers. Was told they do not have tracking #'s - then told it was shipped UPS. All UPS shipments have a tracking # - still no info provided. Was told I just have to wait. It has been more than 3 weeks and still no part and no answer. This is the WORST customer service I have ever encountered. DO NOT PURCHASE A HOME WARRANTY FROM HWA.
If you still have questions or if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Feb. 7, 2020
1. The contractor called twice to reschedule the original time of the service. My fiancé left work early to accommodate his time frame. Once the contractor arrived he seemed very pushed for time, totally in a rush. He went into the attic and minutes later you heard a drill for 2 seconds. My fiancé asked “is everything ok?” His reply was, “yeah the door was off, can I have my money, it’s fixed." My lady then called me and I asked a question did he say why the door was off? His reply was, “I don’t have time, I have somewhere to be.” No details whatsoever. I call HWA and told them exactly what happened and they said it’s nothing we can really do. I wish could upload the picture of the repair here... Imagine putting a sliding barrel lock on the fridge to keep the door closed! That’s how distasteful the repair looks.
Good evening, D, I apologize for the lack of professionalism display by the technician, especially since your fiance had taken time off work to be there, this is not what we are trying to reflect as a company, our goal is to provide a solution that solves the problem for our customer, if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Feb. 6, 2020
Over the past 38 days I have waited patiently for my washing machine to be repaired OR replaced (claim called in on 12/30/19, today is 2/6/20). After multiple inquiries via calls to the HWA customer service number (each time being on hold for AT LEAST 25 minutes and on 3 occasions OVER 40 minutes), I have been informed that my machine cannot be repaired and that it will need to be replaced.
I have agreed to have the unit replaced and have elected to take the machine that was offered by HWA (a GE Washing Machine - Front Loader). I provided this information over 3 weeks ago and as of today there has been no progress on getting the machine ordered, delivered and installed. I have been told that my claim is "with" purchasing and that there is no date that can be provided to me regarding when the machine will be ordered. The customer service representative (in each of the 5 calls I have placed) will not or is not allowed to let me talk to their supervisor or another company representative.
I would like to get an update on my claim and a date that I can expect to have my machine delivered. I want to believe that my situation is a gross oversight on the part of HWA and is not an indication of how business is conducted on day-to-day basis, but I have over a month's data to suggest otherwise. This has been a tremendous burden on my family (NO WASHING MACHINE) and needs to be remedied ASAP.
Jim, I apologize for the situation you're going through and that it has taken so long for you to receive an update, we do not want our customers to experience issues especially with something as important as a washing machine, if you still have questions or concerns related to this claim, please use the message option here to respond, and be sure to include your claim number. Thank you for the feedback. - Dembe.
Reviewed Feb. 6, 2020
I filed a claim back in November with the company. I didn’t hear back until December. They said they still had not located a service vendor for my claim. I called back in January for an update. Then I was told they found someone and the rep I spoke to called that company and confirmed they would be able to do the repair. The rep gave me the phone number for the company and said they would call me but I could call them if I wanted to move it along faster. I called the vendor, we set up an appointment and all was good.
The vendor arrives at my house and explains that he was told I would pay the total payment immediately and the HWA would refund me. I call HWA and they somehow had no record of referring/assigning this company to me. Therefore I would be responsible for any/all payments. At this point, it needs to get fixed anyway so I give the contractor permission to do the work while I sit on hold for an hour at a time to speak to a rep at HWA.
Finally they say they will be willing to reimburse me partially for the work. I submit the requested documents. A few days later they call me while I was at work and leave a message to call them back. Another hour on hold to find out that the documents weren’t satisfactory and yet again they don’t have to reimburse me because I picked my own contractor independently because they still have no record of assigning him to me. Several hundred dollars and several hours on the phone later, I still haven’t gotten reimbursed. Do NOT trust this company and do NOT use them.
Good evening, Kaitlin, I am sorry to see that your experience with HWA has not been what you deserve and that the claim has been longer than it should, I would also like to apologize for the amount of time the reimbursement process has taken, this is not the service we preach or that we would like to be recognized by if you still have questions or if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Feb. 6, 2020
My Garbage Disposal went out on Saturday morning, called HWA, got a gal on the phone who quickly referred me to a service that does not repair garbage disposals (found this out Monday morning), called HWA again, got referred to another plumber, who has yet to call me, and today is Thursday! I have called them twice! I have spent almost three hours of my valuable time waiting on hold for HWA, what the hell??? Unacceptable! Something is going wrong with HWA!!!! Just saying....time to look for a new insurance, can’t deal with this service when something really goes wrong in my home!!
Good evening, Aliza, I apologize for the delay on your claim, and that you were assigned to someone unable to handle the claim, we working hard to resolve this issues and hopefully you will give us another opportunity, if you still have questions or if the claim is still unconcluded, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Feb. 5, 2020
AC tech stopped by my home in October 2019 and determined that it needed repairs. The repairs were covered by my plan (except $200 of labor) and I approved the repairs and paying the additional $200. I was told that I would hear about the repairs in about 3 days. About 3 weeks later I had not heard anything so I called for an update. In my first claim status call I was told that my information was not transferred when the company changed systems. The Claims worker said that he had to resend the purchase order and I would hear back within about 3 days. Waited about 3 weeks and still had not heard from them so I called for an update.
During the second call, I was told that the order had to be once again resent to purchasing and that I would hear within about 3 days. I asked to speak with a supervisor and was told that a supervisor would call me. More than a week passed and I never hear from a supervisor or about my AC repair. The third time I called, the order had to be once again sent to purchasing and the claim worker said that I would hear from them in about 3 days. I asked to be cc’ed in the email with the request since I was already upset about how the claim was being handled. I was told that I would not be cc’ed as it was an internal email. I asked to speak with a supervisor and the claim worker said that a supervisor would not be able to help me.
At this point I called to file a complaint but was told that I had to do it online. Looked at the website and could not find a number or link to file a complaint. I had to do the live chat to file the complaint. On 12/30/19, I did the live chat to file a complaint. I requested that my compliant be sent to a supervisor and to have a supervisor call me. The worker indicated that I would hear back about the complaint being escalated between 24-72 hours and from a supervisor in no more than 24hours (I am glad I saved the chat script). Today is February 4th, 2020 and have not heard from anyone. The times I call to get a status it’s a more than 20 minute wait time. Today, I waited 40 minutes and finally hung up. Now I have no idea if my AC will be ready before summer. Decided to take my business to another company, I would never recommend Home Warranty.
Good evening, Juan, On behalf of HWA I would like to apologize for the service you receive during your claim, we always aspire to provide effective customer service with an efficient solution, I understand this was not the case, we did switch systems, however, your claim shouldn't have been affected by this, I apologize for the empty promises and that it took so long for you to receive a call from a supervisor, if you still have questions or if the claim is still unresolved, please use the message option here to respond. Thank you for your comments. - Dembe.
Reviewed Feb. 5, 2020
I purchased this Warranty for a rental townhome and my own home that I own. I can honestly say this is one of the worst companies I have ever had to deal with. They have extremely long wait times when trying to speak to someone. It has been 4 months and my stove needs a fan part and they have had to call out two different techs to take care of the problem because the first company they called never came back because he said that HWA never paid him. Now another company has come and it has been another 2 months to get a part. Prior to this it took them 2 months to have my dishwasher repaired. When they do come out they have to first diagnose the problem and then come back another time to install the part after they get an authorization. The service is horrible. Very disappointing and frustrating. Would not recommend this company to anyone.
Denise, I'm sorry for the amount of time you have been waiting for, and for the bad experience you've had with us, this is not the service we work so hard to provide, one of our main goals is to always provide a solution as efficiently as possible, and I apologize that this has not been the case, if you still have questions or concerns related to this claim, please use the message option here to respond, and be sure to include your claim number. Thank you for the feedback. - Dembe.
Reviewed Feb. 4, 2020
I have been dealing with this for over a month and I'm still waiting for my heater to be replaced. I have an infant and a toddler and no heater in the middle of winter. Supposedly it is in purchasing but they have not purchased it yet. And no one can tell me what the hold up is or when it will be done. After HOURS on the phone with this company we finally got it approved to be purchased and now I guess we will have to wait another month for them to buy it.
From the beginning this process has been terrible. We have been told that the information was sent to the "management department" but no one can talk to them directly, not even the people who work there. Very odd. Supervisors are no help, when they don't hang up on you. The workers are just reading the same lines from a card. When I finally asked if I should just risk it and hope my 4 month old doesn't freeze was the only time I got something other than reading off a card. And he was speechless, he didn't know what to say. Finally said he would try to find a supervisor, which after an additional hour of holding he never could find one.
Catherine, I'm sad to see that this has been your situation, we never want any of our customers to go through this, especially during winter, I understand how frustrating it is, and even more when you cannot get a straight answer, I would like to apologize for the issues this has created to you and your child, if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your comments. - Dembe.
Reviewed Feb. 4, 2020
I placed a claim on July 1, 2019 and HWA sent a contractor to my home who decided the Air handler needed to be replaced but would not follow up with purchasing to get the correct parts ordered. So after several weeks of this I was assigned another contractor by HWA who failed to show for 3 appointments so I was then assigned a 3rd contractor on October 10 and again on January 18 after several calls to HWA and the contractor.
My unit has stopped working and the contractor has contacted three different people in the purchasing department to get approval for the replacement of the complete unit. At first they said that the claim was for the outside only and I had to have them call the contractor back and confirm this was incorrect since we can't use it if the Air handler inside didn't work and was told it would go back to purchasing for review after they called him and he gave them the complete diagnosis again. I have had no heat since the first of January. Was having to use space heaters to try and heat my home while it was 20 degrees at night and 35 during the day. I have called several time and each time am told that purchasing needs to send the claim to management for review. This has been terrible and my contractor doesn't know what else to do so he is going to send us all the information he has sent to HWA. I just want this taken care of as soon as possible.
Tonya, good evening, On behalf of HWA I would like to apologize for the service you've received, this is not the service we work so hard to provide and the fact that you had to struggle for so many months just to get a technician working with you is not what we want to hear, please use the message option here to respond, and be sure to include your claim number. Thank you for your comments. - Dembe.
Reviewed Feb. 4, 2020
I am very unsatisfied with the service that I have been provided by Home Warranty of America. We have used this warranty company for about a year and a half. We have submitted 3 claims and every time we have received unsatisfactory results. The first claim we submitted was for a leak in our dishwasher and the repair man that was sent to handle our claim was late and then he briefly looked at the dishwasher and stated that it was normal for it to leak and we just shouldn't run the sink while we are loading the dishes into the dishwasher.
The second claim we submitted was for our broken doorbell. The repair man that was sent to us looked at the doorbell and diagnosed that the issue was an electrical issue in our attic and he stated that the warranty company didn't pay him enough to finish that job and he said he would contact the warranty company so that they could send someone else. The warranty company never sent anyone else and the issue has yet to be resolved.
The third claim we submitted was for a plumbing issue in our home. We submitted the claim on a Sunday and then called HWA for the contact information of the plumbing service company because the issue was urgent. They gave us the contact information of a company that didn't work on the weekends. When we finally got in contact with the company 2 days later they informed us that they were not a plumbing company at all and that HWA had been sending people with plumbing issues to them for months. Then I was on hold with HWA for an hour and a half to try and resolve the issue and finally get a service provider that would be able to make the repair that we need. This kind of service is absolutely unacceptable. Having this warranty is not worth it and I would suggest all people who are considering purchasing a warranty policy look elsewhere.
Claire, one of our main goals is to always provide an effective solution and I apologize that this has not been the case, and I'm sorry that the experience you had with HWA has led you to this decision, if the claim is still unresolved, please use the message option here to respond, I would be happy to assist with any issues and to make sure we get the claim moving in the right direction for you. Thank you for the feedback. - Dembe.
Reviewed Feb. 4, 2020
We have yet to have a professional experience with Home Warranty of America. They are happy to take your money but, when you try to make a claim, they are unprofessional, unresponsive and do not cover your expenses. This company is a complete rip-off. You may never get a return phone call. They may approve repairs, expect you to pay for them out of pocket on the promise of reimbursement, then reimburse only a portion of your expense. Their website doesn't work properly and they will make you sit on hold for the better part of an hour only to refuse any assistance. Run, don't walk, away from this company or you will be sorry.
Lance, I'm sorry for the lack of professionalism you have received, we want you to feel you can rely on us not like we are just interested in your money I understand this experience has not been pleasant and I would like to apologize for it, if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Feb. 3, 2020
Home Warranty of America was great just doing minor repairs. Our washing machine started having problems in December. They sent a vendor out and they ordered parts. HWA then comes back after waiting a month and said they will replace the machine or give us the money which was not enough to cover a machine, delivery and everything so we chose to replace and it has been a nightmare since. I called to have it escalated/rushed several times.
After speaking to about 5 reps, I finally got one that realized that they are sending emails to a general box and not assigning us a purchasing rep to work on our case. She stated that it would have been months if not directly assigned to a purchasing rep. She gave her word and supposedly assigned us to a purchasing manager, Susan ** who supposedly had 48 hrs to get back to us with an estimated delivery date. This was Wednesday and today is Monday. Not to mention it is now February and still no closer to getting a washer.
I called today to let them know no word from Susan and they cannot give me any new information. Same crap. They are sending an email to the purchasing dept to “escalate” the claim. I’m paying money to this company only to be told that there is nothing I can do or no one I can talk to that can fix this. I wouldn’t recommend this company to someone I hate. We only ended up with this one because this was the company that the guy provided when we bought our house. Almost 2 mos still no washer.
D, We're sorry for the issues you're experiencing, especially that you have been told it will be escalated and nothing happened, this is not the experience we want our customers to have when they file a claim for something as vital as a washing machine, and I apologize for this experience, If you still have questions or concerns related to this claim, please use the message option here to respond, and be sure to include your claim number. I would be happy to assist with any issues and make sure we get the claim moving in the right direction. Thank you for your comments. - Dembe.
Reviewed Jan. 30, 2020
This company is awful at communicating and following through with their customers. They have no empathy or since of urgency. They read from a script but never actually follow through with what they promise (ie: we will look into it and call you back). It generally takes 20-30 minutes to get anyone on the phone for a claim. They will not allow you to speak to management so I assume they don't have any. They hire sub par contractors (reviews are generally 1-3 out of 5). If your claim requires parts then add at least 1-2 weeks to your repair timeline. We are on our second part being ordered for a washing machine and it has been 41 days since filing claim. Unreasonable! If I had hired a repair company without the warranty this would have been resolved within a week at most. The repair companies hands are tied because without correct processing and approvals from HWA they don't get paid.
Good Morning Angela, Based on the details from your review, we can certainly understand the frustration and upset that you experienced. We are sincerely sorry that this was your experience with the water heater claim, and we hope to get the chance to provide you with an outstanding experience in the future. All feedback that we receive is valuable, as we can use it to provide coaching to those involved and improve processes going forward. We also want to apologize for the communications issues that you described above. There are no excuses for the lack of responsiveness that occurred during your calls to our Customer Care Team, and we are always working on ways to improve.
After reviewing the status of your claim does appears that our purchasing department has done ordering the missing part that the service vendor provider needs to complete the repair. Once your service vendor provider picks up the part. He will be calling you to set up an ETA. I truly apologize for the long waiting period, please do not hesitate to let us know if there is anything else we can do for you. I want to help by resolving this issue, you can contact us at (888) 492-7359 Sales: Monday-Friday: 8 a.m.-8 p.m. Saturday/Sunday: 8 a.m.-5:30 p.m. Claims: Monday-Friday: 7 a.m.-8 p.m. Saturday: 8 a.m.-6 p.m. Sunday: 9 a.m.-5:30 p.m or you can reach us at Live Chat and Social Care: Monday-Friday: 8 a.m.-5 p.m. CT. Thank you and have a wonderful day. - Tobias
Reviewed Jan. 29, 2020
I have an outstanding claim with HWA. Claim filed on 12/27/19. Contractor came out on 12/30 to inspect my AC. A month later and still not fixed!!! HWA keeps telling me different things. First they said it had to go to management for approval to be repaired. I called back after a week of not hearing back. Now they keep saying that they haven’t gotten all the information from the contractor. The contractor has sent MULTIPLE times!!! HWA is just so backed up they are stalling on a response!!!! The contractor said that HWA recently updated their “portal” and it is a mess! HWA keeps losing customer information, blaming the contractors for the delay, and will not give approval for repairs that should be covered.
Shea, good evening, I'm sad to see you're having such a bad experience, I understand how important an AC is, and I'm sorry for the information you've been provided and that it hasn't been accurate, If this claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. I would be happy to assist with any issues and make sure we get the claim moving in the right direction. Thank you for the feedback. - Dembe.
Reviewed Jan. 25, 2020
I have a Home Warranty of America. My bathtub faucet was leak. I called the home warranty, after 3 days they send their technicians to my house, the guy charge me $100 before he looked the issue. Once I paid $100 he try to fix but he did not. He pull hard and broke the pipe inside. He left everything open. He said he will come back with tools and he never show up. I complain to HWA, they said they're going to replace the pipe and shower. I turn off the main water line in my house. There's no water in my house. When I called customer Service they said it will take 24-48 hrs to get decisions. After 72 hrs i called them and they said they're not gonna fix that. Because the pipe was broken. I have to call other technicians to fix and it cost me $2100 to fix. HWA is stupid. I'm going to cancel my policy Asap and ask for refunds. Please please never ever trust this Home warranty.
Khina, I'm sorry to hear what happened to you, we always look for other alternatives when this happens and especially when it's something that could have been caused by the technician, I apologize for the experience you've had with HWA, we want and work hard so every customer feels like they can rely on us, if you still have questions, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Jan. 24, 2020
Poor response time and communication, it took 5 days after filing the claim to get a sears service tech out after no communication from sears and having to call them. And then it took calling every day for five days to they are trying to offer a substandard replacement or a cash-out option that is 200 less than the cheapest comparable replacement is. I have a Samsung 7.4 cu foot dryer and they are offering the cheapest GE replacement that is smaller and has less options.
Reviewed Jan. 24, 2020
Beginning in October 2019 I filed a claim for our HVAC system. A tech came out right away, did the inspection, and reported that it needed to be replaced. It was not covered by manufacturer (7 years old) but it would be covered by Home Warranty. Great. Did not hear back from that vendor for a month despite repeated called to HWA and Calvin's A/C. I will also be leaving a bad review for them. I had to call once a week to HWA for 3 more months for them to finally agree to send out another tech. He stated "the reason so many of us are not wanting to follow up is that HWA is not paying us". Ok great. So we never heard back from him either despite the fact that he agreed that our a/c unit needs to be replaced.
So once again, on the phone 1-3 times per week with HWA. Kept asking for a supervisor, yeah right. That person also works in a cubicle and has NO supervisory experience or ability to get anything done. Right now I am again on the phone (it's been 2 hours, 9 min) and they just keep transferring me and I am on hold. No one at this company has the ability to fix anything, they have terrible customer service, and worse, they know that I cannot do anything about it because I can't even switch companies at this point because I would have to pay $4,000 to have the HVAC system replaced before signing up with another home warranty company. I do not know how they stay in business. But I am leaving reviews on as many sites as possible, I have reported them to the Better Business Bureau, and now I am leaving a review on ConsumerAffairs. I will do anything I need to do to resolve this and make sure that no one ever signs up with them.
Nedra, I'm sorry to hear you're experiencing so many issues with you AC claim, we are unable to give an exact time frame for each claim since it may vary on multiple factors such as vendor availability, the diagnosed issue and potential need of parts and/or replacement orders, however, we apologize that you haven’t been contacted during your claim and that it's it has taken so long for you to get an idea of what is happening and how we may fix it, if you still have questions or concerns related to this claim, please use the message option here to respond, and be sure to include your claim number. I would be happy to assist with any issues and to make sure we get the claim moving in the right direction for you. Thank you for the feedback. - Dembe.
Reviewed Jan. 24, 2020
We bought an older home last year and the seller purchased the Diamond Plan through HWA for us. I have use it 2 times within the year and each time it was like jumping hoops. The second time I needed to use my policy it was because my heater stopped working in the middle of winter. It took over 3 days to get it authorized and each person that I spoke to was not helpful at all. They withheld information and made the situation even more frustrating, so much so that I have decided not to renew my plan with HWA.
When my heater went out they stated that the collector box was not covered when in fact it was covered. Our HVAC guy that came out has been working with HWA and stated that he too tried to explain to HWA that it should be covered and that the customer (Us) should not be charged but they too argued with him. This company has been nothing but unprofessional, rude, and very unhelpful. I will never do business with HWA ever again!!
Synaida, we are sorry to hear you have already made your decision on not renewing the plan and that your experience has been nothing but struggles in every claim you filed, One of our main goals is to always provide an effective solution and we apologize that this was not the case, If there is something we could help you with please use the message option here to respond, I would be happy to assist you. Thank you for the feedback. - Dembe.
Reviewed Jan. 23, 2020
I had bad experiences with HWA. I made complaint to them but it seems my complaint fell on deaf ear. We had a claim for clogs on 12/31/2019, the claim ID is **. The first vendor they assigned come quickly to collect $75 deductible but couldn't fix it. They said HWA would send someone else but that never happened. I had to call HWA numerous times asking for fixing the plumbing problem. Every time I called the wait time was about 40 minutes then 30 minutes to explain my situation. After that, they kept assign the companies which don't have license in my area or don't work on plumping.
We are in Fort Washington, Maryland. They assigned Mag Plumbing and Remodel which only works in Virginia. When they first assigned Mag, I contacted Mag and they told us they don't have license in Maryland. I called HWA back for other vendor since Mag couldn't do in Maryland. HWA then assigned Harco Mechanical which don't work on plumbing. I called HWA back, talked to another customer service then he reassigned Mag. I explained to HWA many times tried to get it done however, HWA is SCAM, they're not going to do anything. When I ask HWA customer service to talk to a manager several times, he told me the manager was not available at that time and promised me the manager would call me back that day. They never called me back.
When I faced this frustrated situation with HWA, I googled "HWA complaint" then I found out many people are in the same situation. The company HWA collects the monthly fee for home warranty but not gonna do anything. I don't know where to go next so I'm posting my complaint in here hopefully I could get some attention.
Liem, I'm sad to hear you have been struggling so much with your claim, we want our customers to have a great experience with us and hearing that you are having issues with having a vendor assign is not something we want our customers saying especially because we want them to feel they can rely on us, if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Jan. 22, 2020
This is the worst company I have ever dealt with. When you call customer service, you don't get anyone working in the US. I live in America and want to speak to someone from here. I am now in the process of looking for another HWA Company. This company says they cover so much, but when you go to file a claim, have a technician come out and pay the $100, HWA says, "we don't cover that." I asked them, "what do you cover?" Basically what they cover is things that don't cost $100 to fix.
I had a technician come out to look at our refrigerator and he said the seal was bad. He called HWA and told them what the problem was. He had it on speaker, so we could hear what the claims person was saying. They told him it was covered. We waited over a week for someone to contact us about when they were coming to fix the fridge and the technician told us, HWA had called them and said it wasn't covered. After I got through with HWA, it was covered. I am not happy with this company AT ALL. If you ask to speak to a supervisor, they always say, we don't have any right now. If you ask for a # for the USA, "no we don't have any." Please people, I don't advise going with this company. It seems to be a big scam!
John, I'm sad to hear what happened to you and about your negative experience with us, we always work hard to provide an efficient customer service and every one of our representatives is trained to help you understand the coverage for every appliance under your contract, I'm sorry you were not informed properly, if you still have questions or if there is something that we could do, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Jan. 21, 2020
I have been a customer of Home Warranty of America for more than 4 years. In the 1st year they were responsive to most of our claims in a timely manner. Except the AC in the hottest part of summer. We had no ac for 6 weeks while they tried to come up with our “options”. We are both elderly and handicapped and on a fixed income.
Now 4 yrs later our washer went out. They couldn’t find a technician that covered our area so I finally called the appliance store where we bought it and they recommended a technician that they use. I was hoping it was a simple part that could be ordered and a quick fix. No such luck. #1 One of the parts that “might” be bad has been discontinued. #2 My washer dryer set is red w/ pedestals under each one, guess what, you can’t buy a new red washer. So they are still after 5 1/2 weeks they are still trying to see what our options are.???
Seriously, there can’t be too many options to choose from so what can possibly take so long. I have explained that we are both handicapped and can’t take our clothes to the laundromat. I have called several times to be told that the only way they can contact the options department is through email and they will send another email, And that I should hear something by the end of the week or within 48 hrs. I still haven’t heard a word. Also, when I try to log in to my online account it won’t let me and I was told to set up a new account and it would automatically switch everything over from my account. Nope, There is no option to put in my account # or address so no luck w/ that.
I have the best plan they offer Diamond, which replaces appliances including w/d and the Greenplus upgrade says it will replace the unrepairable appliance w/ an Energy Star qualified one. Now I am on a mission to find out through the attorney general’s office in Houston TX what my options really are. I am very frustrated and will contact whoever I have to to file complaints and hopefully keep someone else from wasting their money paying for a home warranty program that is worthless.
Mary, my apologies for the delay you've experienced during this claim, we never want our customers to feel like they cannot rely on us that's why one of our main goals is to always provide a solution as efficiently as possible while providing the best customer experience, I'm sorry this was not your case, if you still have questions or if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Jan. 21, 2020
I've been on hold for 2 hours. Talked to 5 people. I bought my house on November 22nd. I call to make claim on January 21st. Say they can't do claim because policy didnt go into effect till January 21st. Customer service was also horrible.
Jason, I am sad to hear that you spend so much time over the phone, and your situation was not resolved, we do our best to provide an efficient solution to the specific situation every one of our costumers is going through, if you still have questions or if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Jan. 17, 2020
Updated on 02/20/2020: I still have not heard back after I said I would not take the $95 buy out which is ridiculous considering the part new costs between $500-$700. I'd like to get this resolved very quickly as this has been going on since November 25, 2019.
Original Review: We filed a claim for our refrigerator and had a repairman come out on 11/25/2019. He let the warranty company know the part we needed. They approved the part and then we waited. I called to see what the hold up was in early December and was told our part was on back order with no ETA. I asked if we could order from another company since I was able to find the part online with no trouble. I was told that was up to purchasing and that is when the trouble began.
Apparently purchasing is a scapegoat. It is now January 17, 2020 and I still have not gotten a buyout sheet nor has anyone ever returned my call with information about ordering from another company. This is not difficult. I have not received a call back any of the times I was supposed to. The agents (except one) have been rude and not helpful. The supervisor was worse. I will be reporting them to the BBB as well. We have filed other claims with them and only one time did it go smoothly. We will be cancelling our service with them and letting others, including our realtor know who uses them all the time. Awful company to work with!
Christi, I'm sorry to hear everything that you are going through for the resolution of your claim, we never want our customers to experience these issues when filing a claim, we are not trying to escape we always want to help our customers reach the best resolution possible in an efficient and timely matter, I apologize this was not the case with your claim, if you still have questions or concerns related to this claim, please use the message option here to respond, and be sure to include your claim number. I would be happy to assist with any issues and to make sure we get the claim moving in the right direction for you. Thank you for the feedback. - Dembe.
Reviewed Jan. 17, 2020
Thus is the 2nd bad experience we have had with this company. Our microwave went out before Thanksgiving. We had serviceman come out twice, said it was fixed. Was not. We heard back in an email saying that it would be replaced. Now, we are still waiting. We cannot get in touch with these people. They put you on hold for an hour, they disconnect your call. They say they are transferring, over and over again, but you never get the help you need. My husband is on hold again right now. 45 min. this time. Earlier today over 30 min.and was disconnected. I have reported this to my realtor who sold me this plan and have advised him not to use this business. I am disgusted. And still no microwave!!
Celeste, our apologies for the long hold you've been on, we are working on lowering the waiting time for our customers before they can speak with someone, we understand the frustration of not having a working microwave at home and we're sorry you have been experiencing this, if you still have questions or if the claim is still unresolved, please use the message option here to respond, also feel free to reach out to us through our Live Chat feature from our website https://www.hwahomewarranty.com/. Have a nice day. Thank you for your feedback. - Dembe.
Reviewed Jan. 17, 2020
I put in a claim on 11/3/2019 to repair a part on my oven which had gone out. Three months later and numerous calls and my oven is still not fixed. You can not get anywhere with this company. This is the worst company I've had to deal with. I will be cancel my account with them and changing to another company.
Susan, my apologies for the service you have received and that you felt the need to make this decision, one of our main goals is to always provide a solution as efficiently as possible while providing the best customer experience, I'm sorry this was not your case, if you still have questions or if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Jan. 13, 2020
Purchased a home 6/6/2020 which came with a home warranty from Home Warranty of America. Filed a claim for a dishwasher on 12/9/2019. Repair man came out on 12/12/19. It needed a new control board. The service company spoke with a Mario at Home Warranty of American stating the part is no longer being manufactured by the appliance company. Therefore, the dishwasher would need to be replaced. The dishwasher is appropriately 12 years old. Mario said he would contact the customer. No one has ever contacted us. The only contact that has been made is if myself or my husband calls.
When we called, we have to wait 30 plus minutes on hold only to be told it takes two weeks before they can get an answer from approvals at Home Warranty of America on what can be offered. Why does it take two weeks? I am assuming they are wanting us to get so frustrated that we go out and buy a dishwasher ourselves and for them to say that they won't pay. Terrible service on their part and they are in no hurry to help the customer. I would not waste my money on a warranty service company. They are in the business to make money and not support customers. As of 1/13/2020 nothing has been communicated or done at this time.
Reviewed Jan. 13, 2020
I am currently on hold with them right now with a hold time greater than 20 minutes. I have several outstanding claims right now and I know the contractor hasn't been contacted because one of them is out of business but I was given the phone number and name of the business and told to wait for them to call. Good thing I called after not hearing from them for a week.
This is not the first problem I have had with them. They sent a contractor out for a dishwasher repair, he came out made an assessment, collected the fee and disappeared. Seems like they just thumb through the phone book and pick someone not knowing anything about them. I did call them back and complain about this particular contractor. They seemed concerned and noted it. Continued having problems with the dishwasher. Filed a new claim and they tried to give me the same contractor. I'm very unhappy with them right now and the prices went up since we bought our house last year. I will say in the beginning we had good service with two other problems we had then it was downhill.
Good morning, Melvin. Based on the details from your review, we can certainly understand the frustration and upset that you experienced. We are sincerely sorry that this was your experience with the dishwasher claim, and we hope to get the chance to provide you with an outstanding experience on your next filed claim. All feedback that we receive is valuable, as we can use it to provide coaching to those involved and improve processes going forward. If there are any outstanding questions or concerns on this claim or if you would like us to reassign the claim to a different service vendor provider, Melvin, please don't hesitate to contact us by phone, or if you prefer, connect with a Live Chat agent on our website. Here is our contact information for you, Customer Care Team, which is available Monday -Thursday 8 a.m. – 11:30 p.m., Friday 8 a.m.- 9 p.m. and Saturday & Sunday 8 a.m. - 8:00 p.m. EST. If you prefer, you can also engage with our Live Chat department from our website. Chat agents are available M-F, 8 a.m. - 5 p.m. CST. Thank you, Melvin, and we wish you a wonderful day.
Reviewed Jan. 13, 2020
Stay away from this company! Initially, I used this company when I bought my home in Nov of 2018. I never had to file a claim, so I can't speak to their competency in that area. However, I attempted to my renew my coverage in Nov of 2019 and it has been a disaster. I started out calling they main number and was assigned an agent. Because I wanted everything in writing, I provided my email to the agent. He emailed me the supposed renewal price and assured me that coverage would be uninterrupted and seamless. He provided a date the amount would be charged to me (I paid in full for the year) and I agreed. He told me that because they were "updating their system" he was experiencing some technical issues on his side and would provide me a $50 gift card for the inconvenience. I didn't care about that, but agreed.
A week after the charge was supposed to hit my credit card, I noticed nothing had happened, and I had not received any confirmation of my renewal. I contacted him and he responded that it was an error on their part because of the system update. I was concerned that coverage had lapsed and wanted to know when this would be corrected. He said he would request the charge again and I should see it within 24 hours. That part happened. However, fast forward 6 weeks to today and I still have no contract or paperwork. The agent can be longer be contacted via phone or email, no gift card, and when I attempt to contact the company via email and their main 888#....no response!! I just get put on hold and no one ever picks up. I'm trying now to get my credit card company to refund my money and I've filed a claim against them as a fraudulent company. Thank God I've never had to actually use them for a claim.
Hello LR, and thank you for taking the time to provide us with some feedback regarding your experience. We always strive to provide an awesome customer experience that is handled with transparency and efficiency. We can certainly understand the frustration you have experienced, and we apologize for the hardship. One of our main goals is to always provide a solution as efficiently as possible while providing the best possible customer experience, and we regret that this did not happen in your case. If there are still any outstanding questions or concerns related to your contract renewal, please use the private message option here to respond, and be sure to include your claim number. We would be happy to assist with any issues and make sure we get the contract renewal process correctly. We will make sure to send all your contract renewal information to you. Thank you for the feedback, LR, and we wish you and yours a wonderful day. - Danny
Reviewed Jan. 10, 2020
Have had HWA for 5 years now. There has been no problem with them accepting MY payments annually, but when my water heater went out IN SEPTEMBER '19, first they were unable to provide a local service person to service, then, after I had to go "out of network" they agreed to settle my claim for $1000. Keep in mind my replacement water heater was $3500. It has now been OVER 3 MONTHS since the claim was closed and I have yet to receive the $1000 check. Each time I call (their call center agents are actually quite lovely) - they push it out another 2-3 weeks citing "approvals" from different departments. Honestly the WORST INSURANCE EXPERIENCE. Save your sanity and DO NOT use this company.
Good Morning, Kat, I want to extend my sincerest apology for the delay in your refund and negative experience that you're having, we always want you to feel you can rely on us, and we apologize for the hardship, our main goals is to always provide an effective solution and I apologize that this was not the case. If I can be of assistance or if you have concerns related to the reimbursement please use the message option here to respond, and be sure to include your claim number. Thank you for the feedback. - Dembe.
Reviewed Jan. 9, 2020
My furnace claim has been outstanding for almost a month and half. I am still waiting for the furnace to be replaced. The technician submitted all paperwork in last week in November and HWA approved the furnace, but the claim has been sitting with purchasing department and they are not doing anything. I have spent over 30 hours on the phone with customer service since November and still don't have the furnace. There is no transparency. It is so frustrating because the only thing I can do is call their customer service and the customer service department does not do anything other than saying "Just keep waiting, we are waiting on purchasing department". They don't transfer the call to supervisor or manager or purchasing department.
There have been times they have given me incorrect information over the phone. They have escalated the case more than 10 times, yet nothing has happened. I have paid them since 2015 and now I have a furnace claim and they don't seem to help, even though it has been approved for a while. It seems like they don't care about their customers. Every time I want to speak to a manager, they have a standard answer (manager/supervisor is not available). You will get a call in 24-48 hours and no one calls back.
I am still waiting for the furnace to be installed and have been extremely disappointed at customer service and lack of care by HWA. The customer service team has been sending notes to purchasing department for over 3 weeks and there has not been a single update or response from purchasing department. Their internal system seems to be broken and there is no channel or person to speak with if customer service is not helping.
Good morning, Zeeshan, Based on the details from your review, I can certainly understand your frustration and the reason why you would be upset, I am sincerely sorry that this has been your experience with your claim, if you still have questions or if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Jan. 8, 2020
Needed to file a claim, always got routed to people who do not speak English as a 1st language. We placed the claim, and had to follow up on the request for over a week to get any resolution, and had to send the same documents to different people in the company several times. It seems like most representatives would either not review the existing notes, or add any notes regarding the claim.
It was going to take 5 weeks for the check to arrive. After 5 weeks passed, we called for a status, or tracking number on the check, and were notified that no action had been taken, that there was a “system issue” and that no one contacted us about our claim, and how we wanted it paid out. The representative (named Christian) even laughed at our frustration, and my girlfriend has to follow up with a sales rep for them to send us a check.
After claim was paid, they stopped payment a week later and took the $ back from our account, causing us return check fees. After reaching back out to the sales rep, we did not get any solid answers back, and The issue is still unresolved. From my understanding, most home warranty companies can be difficult, but I promise you, IT IS NOT WORTH USING HOME WARRANTY OF AMERICA! The entire process has been vexing, and combative.
Good evening, Michael, I apologize for the experience you've had with HWA, especially when it comes to the time for a solution to be provided, all of our agents are trained to provide the best customer service possible and the customer experience should not be impacted, we did switch systems on November 11, however, this shouldn't have created an issue with the resolution. If you have any unresolved questions or concerns, please feel free to reach out to us through our Live Chat feature from our website https://www.hwahomewarranty.com/. Have a nice day. Thank you for your feedback. - Dembe.
Reviewed Jan. 8, 2020
I have experienced nothing but delays and problems with this organization. I've submitted 5 claims in 4 years with HWA. Every time, I needed to follow up with them because more than 24 hours will go by without contact from a service company. Then on 3 (that's 60%) occasions, they put me in touch with a service vendor that doesn't fix my specific problem - I have boiler heat - or has moved out of the area (once). I'm also told, by the service providers, that they too must wait on hold - sometimes up to 40 minutes to contact HWA. Honestly, this is the most frustrating experience when you have an issue... that needs to be fixed and usually right away... to sit and wait only to find they've mucked up the request. Avoid avoid avoid avoid avoid (yes 5 "avoid"s) them!
Good evening, Brad, I am sorry to see that your experience with HWA has not been what you deserve, I apologize for the delays you have experienced, one of our main goals is to always provide a solution as efficiently as possible while providing the best customer experience possible, I'm sorry this was not your case, if you still have questions or if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Jan. 8, 2020
Updated on 01/30/2020: Still waiting for replacement Refrigerator from these folks since November 2019. Purchasing Department is the cause of the delay supposedly. Do not purchase a home warranty with these guys. Big waste of money and time. Customer Service phone hold times are 20 mins plus, once you get a representative can't answer your questions and then if your claim makes it to the purchasing department no clear timetable on when or if your product will arrive.
Original Review: GE Refrigerator Replacement/Repair. Have been waiting for GE Replacement for six weeks now. After weekly calls for updates on my replacement GE problem is always with purchasing department. No supervisor is available to discuss why claim is taking so long to process. Very frustrating experience. Call center employees are always very sorry but can not answer questions.
"I am so sorry for the delay, Kathleen. Your active claim is being reviewed by the purchasing department. Unfortunately, our Social Care Team is separate from this team, we will need to follow-up with them internally for an update. As soon as new information is provided, we will make sure you are notified ASAP. Thank you for your patience and understanding.” - Sam
Reviewed Jan. 8, 2020
I have been trying to get my heat fixed for a month now. They sent a heating and cooling company out but now before it can be fixed they want my entire Home Inspection Report emailed. So as of today I have emailed it three times. I have asked to speak to a supervisor and they tell me wait time is 30 minutes. This is my first claim and I would really like my money back from this company. Very poor customer service and turn around time. I wouldn’t recommend this company to anyone.
Good morning, Michelle, I am sorry to see that your experience with HWA has not been what you deserve and that the claim has been longer than it should, I apologize for the frustration caused, we do our best to provide an efficient solution to your issue, however sometimes we do require the Home Inspection to verify that everything was in proper working order at the time of the purchase, however, this should never be the reason why your claim is delayed, if you still have questions or if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Jan. 8, 2020
Been waiting for my stove to get fixed since Nov.. Your customer service department is trash.. Your authorization dept is complete garbage. Every time I've call it's the same old **. Your company stinks period. With this waiting period you'd figured they would've call just to reach out to give one of their patrons a courtesy call.. Nothing. Complete garbage.. I'll tell every homeowner I know dont EVER DEAL WITH THIS POS COMPANY.
Good evening, Mark, I would like to apologize for the frustration caused during your recent claim experience Unfortunately, we are unable to give an exact time frame for each claim since it may vary due to multiple factors such as vendor availability, the diagnosed issue and potential need of parts and/or replacement orders. However, we strive to ensure that we get our homeowners' units up and running again as quickly as possible. If you still have questions related to this claim, please use the message option here to respond, and be sure to include your claim number. Thank you for the feedback. - Dembe.
Reviewed Jan. 7, 2020
My husband and I had a home warranty on our house that we purchased 2 years ago. We needed the home warranty when out heat pump went out. HWA was able to cover this for us and we were very thankful for that, but it took far too long to get a hold of someone on the phone to file a claim, and the process was quite the headache. Fast forward to when we sold our house. We called to cancel service and they gave us a confirmation number, and said it was taken care of. A few months later we received a charge for "auto renewal" of the home warranty. We called and explained that we has cancelled months ago and were never notified by email, mail, or phone that this payment would be occurring and we never signed up for or authorized auto renewal. They did not apologize, but said they would process for refund and it would take up to 18 business days to process that.
We called back again when it has been about 10 business days, to see where the transaction was in process. At that time, we were told it would be up to 6 weeks. Again, no apology for this mistake. We have been very disappointed in the customer service through HWA and would not recommend them, as they drafted our account without authorization MONTHS after they confirmed that our policy was cancelled.
Hello Candace, I truly apologize for the delay in the response. On behalf of HWA, I want to extend my sincerest apologies for the negative experience that you had. We do not want our customers to experience issues with claims, especially at this time of year. We are working hard in bettering the experience for our customers, and I apologize that you’ve had a claim that not been the process you deserve, We are always looking for ways to better our service, and your feedback is an invaluable part of that process. After reviewing the status of your cancellation refund, it has been authorized the time frame for your contract cancellation refund is 3 to 4 weeks, we apologize for the inconvenience. If there are any questions, issues or concerns please don’t hesitate to let us know. Thank you for your time and patience. - Jim
Reviewed Jan. 7, 2020
My water heater is bad, my water pressure is weak and my faucets leak. We are constantly being ran around by customer service. I would never recommend HWA unprofessional, disconnected, and poor service.
Good morning, Deelorean, I can certainly understand the frustration and I apologize that you have been given the run around this is not the experience we want you to have and we hope to get the chance to provide you with an outstanding experience on your next filed claim. If you still have questions or concerns related to this claim, please use the message option here to respond, and be sure to include your claim number. I would be happy to assist with any issues. - Dembe.
Reviewed Jan. 7, 2020
Horrible! I have been 2 months without a microwave and counting. The finally made me an offer of a replacement last week IN A DIFFERENT FINISH THAN THE REST OF MY KITCHEN APPLIANCES. I told them that I would accept that model in the correct finish to match my appliances. They told me that I have to WAIT ANOTHER 2 TO 3 WEEKS TO SEE IF IT IS APPROVED. I am reporting them to my real estate agent to try to steer people clear of this awful service and put the word out. I will also be reporting to The attorney general of Illinois. There is absolutely no reason to make someone wait this long to replace an appliance... And an offer of one in the wrong finish isn’t even a realistic offer.
Good morning, Gordan, We are sorry to see that your microwave claim has been longer than we would have hoped, and we regret the frustration that you have experienced as a result. We always do our best to provide an appliance that matches the efficiency of the one you had, if you still have questions or concerns related to this claim, please use the message option here to respond, and be sure to include your claim number. I would be happy to assist with any issues and to make sure we get the claim moving in the right direction for you. Thank you for the feedback. - Dembe.
Reviewed Jan. 6, 2020
I put a claim in on December 17, 2019. I was told a few times that they were escalating the case because I have been without a washer for so long. I have had to do without a washer for 3 weeks! Worst of all no one will answer the phone or email me back. There is no information on the website that tells me if someone is even working on this. I paid for the warranty upfront and also paid $75 to a repairman. This is not helpful at all! I have used other warranty companies throughout the last 25 years and this is not normal.
Sharilyn, we are sad to hear that this has been your experience we work hard to provide solution to every one of our customers and for you to have been told that it has been escalated and it wasn’t is not something that we like to hear, we always want our customers to feel like HWA has their back, If you still have questions or concerns related to this claim, please use the message option here to respond. We are always looking for ways to better our service, and your feedback is an invaluable part of that process. Thank you for comments. - Dembe.
Reviewed Jan. 6, 2020
Updated on 01/09/2020: After nearly 4 months of trying to get my pool heater repaired I wrote a review where I shared my displeasure and unhappy experiences. They didn't publish the review, but the next time I called, they finally sent someone out. This morning they called and said the computer board on my pool heater was water damaged and that because of the water damage they refused to get it repaired or replaced. It's not cover if there is water damage were their final words. Well I have had 2 other independent pool repair companies out to give me their analysis and recommendations. Both took pictures and stated that the computer board had finally died and that in all likelihood it was because of age and that because the unit is so old, parts are not likely to be found and I would probably have to have the heating unit replaced.
My policy expires on January 14, 2020 (11 days from this writing). I can't imagine anybody wanting to use Home Warranty of America. Given that they refused to publish my 1st bad review which was in great detail, I doubt this one will get published either. Not to worry, there is Facebook, Yelp and so many more social media outlets that will publish what has been going on.
Original Review: Today is 01/06/2020. This unbelievable saga began in mid September 2019. I have made in excess of 20 calls to have my pool heater and timing unit repaired or replaced. In every case, the average wait (on hold) before speaking to a representative has been more than 20 minutes. Once a service rep does come on the line it usually takes another 40 minutes before the rep tells me that someone will be in touch with me in 24 to 48 hours. The typical rhetoric has the rep asking me the same questions over & over and putting me on hold while they check the information.
On 2 occasions I was told that they had nobody in my area to do the work. I offered up the company that services my pool weekly. HWA asked me to give them that company's contact info and they would be contacting them within 24 to 48 hours. They have never contacted them. Only one time did someone get back to me, and that was to tell me that my information had been passed onto the appropriate dept., and that someone from that dept would get back to me within 24 to 48 hrs, and of course, no one ever does. I have the Marquise Pool/Spa, Green Plus policy. I wish I could say something nice but I there is nothing nice to say. So, if there really is a company behind HWA, my contract # is **. You should have my contact info, please call and get this taken care of.
Hello Mr. Williams, Based on the details from your review, we can certainly understand the frustration and upset that you experienced. We are sincerely sorry that this was your experience with the Pool claim, and we hope to get the chance to provide you with an outstanding experience on your next filed claim. All feedback that we receive is valuable, as we can use it to provide coaching to those involved and improve processes going forward. We also want to apologize for the communications issues that you described above. There are no excuses for the lack of responsiveness that occurred during your calls to our Customer Care Team, and we are always working on ways to improve. If there are any outstanding questions or concerns on this claim, you could reach us at Social Media, Facebook or Twitter. Also, you can reach us at live chat Monday-Friday: 8 a.m.-5 p.m. CT. We will be more than happy to assist you with any of your issues, questions or concerns. - John
Reviewed Jan. 6, 2020
I reported my heating and a/c system had not been working since October 8, 2019. I still have yet to have it repaired. Even the repair company themselves have been calling to get updates and no one can answer or explain why this hasn't been resolved yet, despite me calling on a regular basis requesting to speak with a supervisor.
After 2 months of waiting, I finally got the authorization to complete the job approved and I approved all work on my end. I was told it would not be long for the job to be completed from this point since they have all of the parts in stock and the company only has to pick it up. This was about 3 weeks ago now and they still have not given the info to the repair company so that the job can be completed, but they have NOT missed an automatic draft payment from me. I feel like it is being prolonged so that they can continue to collect monthly payments from me before they decide to repair. The phone staff never has adequate information for updates. The only explanation I received after waiting 2 months was that the company was switching over on computer programs and the update is the reason it took 2 months for me to get an status update. This is totally unacceptable!!!
The only reason I don't cancel at this point is because I would not be able to go to another company and have an entire a/c unit repaired right away! I am really disappointed and disgusted with this garbage, unprofessional company!!! It has been very cold and very hot during this waiting period and space heaters and window units just don't do it. I have kids in the house and elderly. This is ridiculous!! Something needs to be done right away!!
Good Morning, I want to extend my sincerest apologies for the negative experience that you're having, we always want you to feel you can rely on us, and we apologize for the hardship, we did switch systems on November 11, however, this shouldn't have created an issue with the resolution of your claim, One of our main goals is to always provide an effective solution and we apologize that this was not the case. If you still have questions or concerns related to this claim, please use the message option here to respond, and be sure to include your claim number. I would be happy to assist with any issues and make sure we get the claim moving in the right direction for you. Thank you for the feedback. - Dembe.
Reviewed Jan. 3, 2020
We had a main waterline break yesterday and like most people in our area we are on a well which means we have to turn off the well pump when a line breaks. My husband is a disabled veteran and can’t repair the line himself so we called HWA and were told that they couldn’t find a plumbing contractor that was contracted through them at that time and to give them 24 hours. That was yesterday (Thursday) at 11 am. We still have no water, it’s 7pm Friday. We now have to wait until Monday during business hours to call them again since we can’t get through to a rep as we’ve been on hold for an hour and a half and have been disconnected 3 times after being on hold for 45 minutes.
They gave us the option to pay out of pocket and they’d reimburse us after stipulations of course which would involve a contractor calling them before the work was done and if approved they’d reimburse us after 6 weeks but not 100%. First off if we can’t get through to a rep how is a contractor able to to get it approved and second we have a warranty for a reason and that’s so we don’t have to pay out of pocket. We live off disability we can’t afford to pay out of pocket like that and to wait 6 weeks to be reimbursed. It’s ridiculous. Way to treat your customers HWA especially in emergency situations such as this and it being in the middle of winter.
Dana, I'm sorry to hear about your situation and that it has taken so long for it to be resolved, especially being in the middle of winter, we always want to take of our customers and make them feel like they can rely on us, I'm sorry this was not the case, one of our main goals is to always provide an effective solution, if you still have questions or if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Jan. 3, 2020
I have had this company for about 7 years, and they have always come through up until 2019. Living in New Orleans, it's HOT. My air conditioning broke in July, the AC company came out promptly and diagnosed the problem. It took HWA over a month to make a decision on how to fix it. They did replace the AC, and it cost me about $1,500 for the work. Funny thing, after they replaced the AC they suspended my account without notifying me, and locked me out of the website. I didn't know this until the washer problem.
Recently, my washer started leaking. The technician was dispatched in a timely manner and found the problem. He had to order the part. I was then told that the part was no longer available and that they may have to replace the machine. That was 6 weeks ago, and I have had no decision about how they will solve the problem.
Call them? 30 minutes on hold EVERY TIME. Finally get some one? They are in another country and can't help you anyway. They always point the finger at the Service Company. Call the service company? They blame the warranty company. It's like a circular firing squad. Meanwhile I still have no washing machine, unless I sacrifice my flooring, and the least buy flood insurance. They say they will replace something, they don't. They just "buy you out" and leave you to worry about it. This is a terrible way to do business. I could go on, but what's the point.
Stephen, we're sorry you've experienced these issues with your warranty recently, we never want any of our customer to have to go through this, we are sad to see that your washer has taken so much time to be resolved and that you are not receiving the customer service you deserve, if you still have questions or if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Jan. 3, 2020
As a first time homeowner if I would’ve known to research home warranty companies this company HWA would have never made the list. Failed sump pump, only one vendor and was a no show. Problem resolved after I myself had to find a company that was willing to even do business with HWA. Had an issue with my furnace. HVAC vendor came when they felt like it. I was told that I would receive my deductible even though I should’ve never paid it due to terrible customer service. Let’s just say, I’m still waiting for my refund and keep being told that HWA change systems and don’t know when I receive it. Keep running don’t stop here for a home warranty company.
Tianna, our apologies for the experience you had with HWA, we never want any of our customers to have this experience we always want our customers to have the service they deserve, and we are sorry you had so many issues with your refund, If you still have questions or concerns related to the refund, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Jan. 2, 2020
I purchased a home warranty with Home Warranty of America when I purchased my new home. Within 60 days of moving in, my water heater began leaking into the pan and ultimately out the back of the home. In order to stop the flow of water, I had to shut of the valve which also cut of the flow of water to the kitchen and bathroom.
I realized that I had not (and still haven't) received any information on the Home Warranty I had purchased, other than the Title Company Paperwork showing it was paid for. I spent several days trying to find out from the Title Company, anything they could provide on my contract #, etc. I was finally able to register on the Home Warranty of America website and filed a claim, 4 days after the water heater developed the problem. After 2-3 days, I still had not heard anything from Home Warranty of America.
I called them and after about 45 minutes of working with a representative, he informed me that he had put in a request, but they didn't have a plumber under contract to service it and I'd have to wait for them to find one. A week later I called again and expressed my frustration at them leaving my family without hot water. for this amount of time. And to use the bathroom or kitchen we had to briefly turn the water on and then off at the valve. Long story short, after several long phone calls with Home Warranty of America over a 2 week period, I had to get a plumber myself to replace the water heater. This cost me about $1500. I also had the plumber take care of 2 other issues that had developed, because Home Warranty of America told me there would be a separate $75 assessment charge for each of the 3 issues.
My recommendation is to stay as far away from Home Warranty of America as you can. There are bound to be some more responsive companies out there. Apparently once you sign up and they get your money, they lay low and hope you'll forget you have a home warranty. Ability to file claims online is non-functional and when you get someone on the phone they try to wait you out, so you'll get fed up and take care of the problem yourself.
John, our apologies for the bad experience you had with HWA, and that you felt the need to resolve the issue yourself since you didn't felt helped by us, this not the customer service we want anyone to receive, and we are that was your experience with us, if you still have questions, please use the message option here to respond. We are always looking for ways to better our service, and your feedback is an invaluable part of that process. Thank you for your comments. - Dembe
Reviewed Jan. 2, 2020
HWA is a complete scam! They do not care about their customers at all. They just care about getting their monthly fee. You contract with them to fix an issues in your home, but they will not. HWA seems to have a business model of dragging claims on for weeks & possibly months so that the homeowner with NO HVAC system for heat in the dead of winter finally just fixes the issue themselves. That is a scam! HWA's customer service department is simply a phone bank in some other country with scripted answers. The phone bank certainly cannot help you but they are your only point of contact. You are not permitted to speak to anyone else, ever. And they know NOTHING! It is 100% frustrating and a complete scam.
HWA does not care that your family is without heat in winter. We have an elderly MIL that is recovering from triple bypass surgery and 5 kids in the home. HWA could care less. We are being told, weeks into the process, that it will take 3-5 weeks MORE to even get an approval for the repairs. Oh because they are getting a new system so their turn around times are longer. What does your new system have to do with me & exactly who is putting this system in that you still need 5 weeks for an approval? That is insane. Who does business this way? It is very unacceptable!
I think it is all on purpose so that the homeowner is left holding the bag for repairs we paid into a home warranty to avoid. We have long since been customers but I will NEVER renew with this company. And I am making my mission in life to be certain everyone knows what a scam HWA is & how they treat their customers. NEVER BUY A HOME WARRANTY FROM HOME WARRANTY OF AMERICA! NEVER! RUN!
Kasey, On behalf of HWA, I want to extend my sincerest apologies for the negative experience that you had. We do not want our customers to experience issues with HVAC claims, and we understand that the amount of time you have been waiting for a solution is not acceptable, one of our main goals is to always provide a solution as efficiently as possible, If you still have questions or concerns related to this claim, please use the message option here to respond. We are always looking for ways to better our service, and your feedback is an invaluable part of that process. Thank you for your comments. - Dembe
Reviewed Jan. 2, 2020
Do not do business with Home Warranty of America. If you don’t want to read the rest of my story, let that be your takeaway. I am a first-time homeowner with a 4-year old who purchased my townhouse in September 2018. The furnace and air conditioning units were very old and, contingent upon my purchase, the previous owners agreed to purchase a three-year extended warranty on the units.
On December 10, 2019, I woke up and it was 61 F in my house. This was in the middle of a cold snap and I hoped that it was just a fluke. I was able to get the furnace up and running again and left for work, but when I returned, the temperature had again dropped. I called Bonfe and they had someone come out that night and take a look at it. They confirmed I would need a new furnace. I called Home Warranty of America the next morning to inquire about the process. The representative I spoke with was very difficult to understand. They obviously staff their call center abroad. I can’t fault the people at the call center who I’m sure are just trying to do their best, but I do fault Home Warranty of America for caring so little for their customers that they don’t care about the substantial language barrier and the frustration that comes with that.
Anyways, I spent a lot of time on the phone with the representative, mostly trying to repeat back to her what I thought she was telling me so I didn’t misunderstand her. In addition, because I didn’t really know anything about Home Warranty of America and I, again, definitely wanted to avoid any kind of miscommunication due to the language barrier, I asked for confirmation of our conversation via e-mail. I then provided my e-mail address. I was told that the cost of replacing the furnace would only be $100.
When I didn’t receive that e-mail, I called back later that night. The representative was dismissive and gave me a claim number and the number of the HVAC contractor and just said to call them. I called the number provided and the HVAC contractor was very nice, but had not been notified of any of this by Home Warranty of America. The HVAC contractor came out the next morning and also agreed the furnace needed to be replaced. He also said that there are miscellaneous costs that Home Warranty of America would not cover, which could range between $500-$600, in addition to the $100 I had to pay the contractor that day. He filed his report with Home Warranty of America the next day, December 12th, and he said he hoped for a response by early the next week.
When I hadn’t heard anything by December 17th, I contacted the contractor again and he said he also hadn’t heard anything from Home Warranty of America. He said it has taken up to a month for Home Warranty of America to process their claims. This was alarming to me as, living in Minnesota, having a working furnace can literally be life or death. If the furnace completely stopped working, as it had only been working intermittently at that time, I would be forced to move out for the safety of myself and my child until the furnace would be replaced.
I looked at some of the Yelp reviews for Home Warranty of America and they were the worst I have ever seen. They have 527 reviews and a 1 star rating. Many people were complaining that they were waiting 6 weeks for a new furnace and that their pipes were freezing up. This is absolutely unacceptable. There were also complaints about a lack of communication from Home Warranty of America. So I called them again that day, more forcefully, but still professionally. They said the claim was being processed and I should have an answer by December 19th. Once again, that day comes and goes. I called late at night on December 21st and left another polite message to please call me back. I hear nothing. I call again on December 23rd to a 20 minute wait. Finally, someone comes on and confirms the claim has been approved and I will be getting a new furnace. Hurray! All it took was 13 days and six phone calls.
Despite being promised numerous times that I would receive e-mail confirmations and proactive callbacks, I didn’t receive any communication, but at least I felt like I was finally getting somewhere. On December 27th, the HVAC contractor contacted me to set up a date for the install. Between holidays and my work schedule, the quickest and most convenient time for the install was January 2nd. Great, we’re all set to go. I just sent the contractor a message on January 1st to see what time the install would be and he informs me that Home Warranty of America still has not sent money, so the install for tomorrow is cancelled. All this while, my furnace keeps turning itself off. Maybe it turns itself off after a few days, or maybe it turns itself off after only 10 minutes. But the point is, I have no idea at this point when it really turns off for good, nor do I have any guarantee I don’t wake up or come home to a freezing house, which is happening.
I have now left a rather “colorfully worded” voice mail for Home Warranty of America. This is absolutely ridiculous. I don’t want to be the “let me speak to your manager” lady, but I feel like I’ve run out of options and patience. I’ve asked for copies of my contract because I would like to know what the terms of the contract are. I have not been provided that. I have also asked who regulates them in order to file a complaint to the appropriate parties. They have again declined to provide that information.
Because I cannot be sure what the process is for filing a regulatory complaint, due to their lack to disclose that information, I have no choice at this point but to file a complaint with everyone under the sun. I have never been one to complain. I do work in a regulatory setting myself and if I could at least see the provisions of my contract, that would make me feel a little better about what my expectations of this process should be, but I haven’t been able to get that either.
This should be investigated. It obviously is not just me. It is totally unreasonable to ask someone to go without heat for 4-6 weeks, when the decision has already been made to replace the furnace and the contractor is ready and willing to make the install. It comes to the point of whether Home Warranty of America is just incompetent, or if this is a willing action to delay the process for such a long time that people choose alternative means to do what is necessary to protect their families. Their business practices need to be investigated.
Stacey, On behalf of HWA, I want to extend my sincerest apologies for the negative experience that you had. We do not want our customers to experience issues with heating claims especially in this time of year, we apologize for the lack of communication, we always want to provide the customer service you deserve, If you still have questions or concerns related to this claim, please use the message option here to respond. - Dembe.
Reviewed Dec. 31, 2019
This experience has been beyond frustrating and I would recommend that anyone reading this stays away. I first contacted them about an issue with a gas leak. They were quick to send out a plumber to look at it and it was determined that it was the line going to the fireplace. The line got capped off and the fireplace was rendered useless. I called again to get this remediated but I was told that the fireplace wasn't covered. I had my own plumber take a look and it was determined that the leak caused damage to the controller valve. Now I am left with a broken fireplace and still had to pay $60 twice to get HWA to send their guys out.
Second issue just came up with the heater in the house that is starting to emit carbon monoxide due to internal damage/corrosion. Because it is corrosion and not a mechanical issue they are refusing to open a claim. Would you want carbon monoxide in your vents? Apparently Home Warranty of America thinks that this is fine since it's not a mechanical issue. If you want coverage for a busted fridge/microwave sure go ahead and purchase it. If you want coverage for the important stuff in your house, you really don't want to do business with them.
Good afternoon Andres. We are so sorry to hear of the confusion associated with your recent Plumbing claim. We can certainly understand the frustration you have experienced, and we apologize for the hardship. One of our main goals is to always provide a solution as efficiently as possible while providing the best possible customer experience, and we regret that this did not happen in your case. If there are still any outstanding questions or concerns related to this claim, please use the message option here to respond, and be sure to include your claim number. We would be happy to assist with any issues and make sure we get the claim moving in the right direction for you. Thank you for the feedback, Andres, and we wish you a wonderful day. - Tom
Reviewed Dec. 30, 2019
Updated on 01/06/2020: As I mentioned in my first post Home Warranty of America has failed. They are now in the category of less than a lying drug dealer. Today 1.6.2020 I waited on hold for 45 minutes to be told again that the processing department is processing the process. I was sent a respone by a guy named Mike with a bunch of b's. Sent a private response back to him with my number and that's right no call back yet. I want my HVAC SYSTEM FIXED ASAP. This is what happens when companies like this have you by the **.
Original Review: My HVAC unit broke down on us in late November. We called in a claim to HWA and until this day 12/30/2019. After over 10 calls I was informed that they are waiting to process the process of ordering my new system. As one other customer mentioned the service number is the only way to contact the and expecting a call back from a supervisor is a joke. When you ask these service people to speak with a supervisor they say there is no one there. So this means to me that these workers are on their own in this office to do whatever they want. I have been on hold as I am writing this for 45 minutes and another 15 while the person is trying to read the notes on my account. The service has come to a complete halt. Will be looking for a new company after this claim is over.
Hello, Frank, and thank you for taking the time to provide us with some feedback regarding your experience. We always strive to provide an awesome customer experience that is handled with transparency and efficiency. We are sorry to see that your HVAC claim processing time was longer than we would have hoped, and we regret the frustration that you experienced as a result. We also want to apologize for the time you spent on hold while the situation was being verified. If you could let me help you, to provide you with an update on your claim, please sent me your contact information over a private message, and I will be more than happy to verify the issue and to resolve it. - Mike
Reviewed Dec. 30, 2019
This may be the worst company I have ever experienced. I submitted a claim for my built-in refrigerator on November 14th. The company connected me with a service provider with a one-star rating on Yelp. The service company came out and submitted an estimate for a compressor replacement to both myself and HWA. As of December 30th, I have yet to have a resolution despite MULTIPLE phone calls to this home warranty company who claims they never received the diagnosis and estimate, despite the service provider submitting it THREE TIMES through their on-line portal.
I just spent 35 minutes on hold waiting to speak to a representative who, after confirming my information INCLUDING MY PHONE NUMBER, put me on hold to look at the history of my claim. While on hold I was disconnected. Despite the representative having my phone number, he did NOT call me back to address my claim. I am now on hold again with an expected wait time of more than 20 minutes. At this point, I don't care what the resolution is with my fridge. I just want a resolution so I can drop this company!!
Good Afternoon, Nancy, We are sorry to hear that your Refrigerator experience was less than outstanding. We make every attempt to ensure our contracts state terms, including those surrounding vendor selection. Per the terms of the contract, HWA has the sole right to select the authorized repair technician to perform the service. Having said that, we want to know if you have had a poor experience with one of our vendors, as we have a dedicated vendor development department that reviews and approves service providers through an extensive process. Occasionally, claims can run a bit longer due to vendor availability during peak season(s). We are sorry to know that you had to wait longer than anticipated, and can understand the frustration of not having a working refrigerator. We also want to apologize for the communications issues that you described above. There are no excuses for the lack of responsiveness that occurred during your calls to our Customer Care Team, and we are always working on ways to improve. If there is anything you would like me to verify, please provide me your contact information over a private message. Once I receive your contact information I will be more than happy to verify the issue. Thank you, Nancy. - Giovanni
Reviewed Dec. 29, 2019
Home Warranty of America is a waste of money. It’s been two months since my heater broke, and HWA does nothing to fix it. I’ve been calling them every other day and all the representatives are telling me different stories regarding my heater claim. They don’t care about their customers! It’s winter, it’s cold and I have kids... relying on my insurance company to fix the heater is a waste of time, they don’t care! I would not recommend this company!!!!
Hello, Alina, and thank you for taking the time to provide us with some feedback regarding your experience. We always strive to provide an awesome customer experience that is handled with transparency and efficiency. We are sorry to see that your Heating System claim processing time was longer than we would have hoped, and we regret the frustration that you experienced as a result. We also want to apologize for the communications issues that you described above. There are no excuses for the lack of responsiveness that occurred during your calls to our Customer Care Team, and we are always working on ways to improve. If there is anything I can do for you, please let us know. - Steve
Reviewed Dec. 29, 2019
I began having issues with my air conditioner unit in late June. The first company that was assigned to my claim decided my issue wasn't good enough for them to pick up. After a week of going back and forth with the contractor HWA assigned a new contractor. Mind you I live in Georgia and the temperature was in the 90s daily. The new contractor came out and charged my unit but noticed some other issues and told me to keep a close eye on it. I had air for the month of July but by mid August the unit completely shut off.
I filed a new claim and they sent the same contractor. He recommended a new unit. Hwa declined that and said they'd replace the compressor. It is now the end of December and I still don't have a working air conditioner unit. I have called HWA multiple times. They have been very rude and continue to say they are waiting on the contractor to pick up the part. They are refusing any compensation and won't let me break my contract. I will not be renewing with them and I caution anyone else looking for a warranty company to find a different one. This has been the worst experience.
Corneil, on behalf of HWA I would like to apologize for the issues you have been going through, we want to provide you the best service and we understand this has not been the case, one of our main goals is to always provide a solution as efficiently as possible, if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Dec. 26, 2019
My dishwasher has been broken for 30 days and I’m still waiting on information as to what happens next. I’ve called several times to discuss my case but it seems like more of a waste. Oh and they do not have any numbers that can get me through to someone that can actually work on my case. It’s just email based and I cannot have that either. Sooo I guess I’ll keep waiting. Looking for a better warranty company cause this is horrible.
Reviewed Dec. 26, 2019
I received the remainder of this contract when I purchased my house. I used it a few times with no problem although they don't pay for most parts needed. Now my dishwasher and microwave/oven combination don't work. I put a claim in a month ago. Since then I have called at least 5 times. Each time I'm told either the claim was not processed properly or it is in the Purchasing Dept. They don't have any supervisors to talk to and they don't have any numbers to any other department. They are in Guatemala and cannot connect you to anyone in the U.S. I was told today that I would just have to keep calling until I get someone in the U.S. Is that a joke or what? They are in my opinion a total SCAM.
If you have any major problems, you will never get it fixed but they sure know how to take your money. They can only give you "canned" responses like "It will be just a few more days" after you have waited over a month. It is never their intention on replacing anything major so don't expect anything from them. They are fine for minor jobs and the technicians can come right away but anything MAJOR, you are basically on your own. BUYER BEWARE!!!! You better believe this is the last contract I will have with them. I'm going to contact the BBB and my lawyer to report how bad their service is. If possible they would get less than 1 star but unfortunately that is not an option!!!
Darlene, our apologies, for the service you received and we are sad to hear that you would not be renewing your contract, one of our main goals is to always provide a solution as efficiently as possible while providing the best customer experience, I'm sorry this was not your case, if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number for me to assist. Thank you for your feedback. - Dembe.
Reviewed Dec. 24, 2019
WE contacted HWA on December 16, 2019 and submitted a claim for our stove and microwave. They told us Sears would contact us in 24-48 hours. On December 19 I called Sears and they said they didn't have any record. I then called HWA back and they said when I called on the 16th, the lady who took my claim should have scheduled the appointment during that call. Someone was able to come on the 20th for the microwave but not until the 26th for my stove. Today is the 24th and after yet another call to them, I am informed I will hear back in 24-48 hours after they determine if my microwave will be repaired or replaced. Such a huge inconvenience not having any means to cook during the holidays. I fear anything serious going out in my house.. it could take weeks. Will let my realtor know never to recommend this company again.
We are sorry to hear of the inconvenience associated with your recent stove and microwave claim. We can certainly understand the frustration you have experienced, and we apologize for the hardship. One of our main goals is to always provide a solution as efficiently as possible, and reading that you have been struggling with the vendor is not the goal we set, We are always looking for ways to better our service, and your feedback is an invaluable part of that process. Thank you for your comments. - Michael.
Reviewed Dec. 24, 2019
I have had two experiences with HWA, and both have been terrible. Extremely long wait times for either the refund to be given when we had to find the contractor for our water heater, or a very long wait to have them schedule the contractor when our air conditioner went out. The first experience was with our air conditioner, which went out in May, which it was unfortunately hot. It took them nearly 3 weeks to have the service provider come to our house. We spent nights at relatives houses, due to the temperature in the house being 87 when my child went to bed.
The second experience was with our hot water heater, which I am still dealing with, nearly 4 weeks later. They were unable to find a provider to come install it, so we had to call and find a service provider on our own time. Once we did, they came out quickly and replaced it, but we had to front all of the money upfront. Since then, I have spent probably a cumulative 3 hours on the phone attempting to get updates on the claim, and I am continually told that they “have a new system” so authorizing any refunds is taking an extended period of time. They have also asked us to send in a copy of our paid invoice five times. I am told that we will not be receiving a full refund and have not been able to get a definite reason why. Very disorganized system, very poor customer service, and very disappointing. We will not be renewing our contract when it comes up.
After reviewing the details of your claim, it appears that the initial delay occurred when we were waiting to receive the paid invoice receipt. We have already processed your reimbursement for the water heater, and the time of your check delivery date is between 3 to 4 weeks, from the days your reimbursement has been released. We hope that this will be sufficient to correct the error and address any inconvenience this may have caused you. Thank you for bringing this to our attention—it will help us improve our operations and service. - Tom
Reviewed Dec. 23, 2019
My heating furnace broke 2 months ago. I am still waiting to replace the furnace. At the moment, HWA approved replacement and ordered the furnace 1 week ago, but still is not available, yet. The worse part is lack of transparency and no help from the call center. The call center is the only point of contact I have but doesn't provide any useful information or status. During the last 2 months, I called more than 10 times and each time call center promised to call me back within 24 hours. I never got a call back.
I asked to speak to a supervisor 5 times. I got 1 call back from supervisor who didn't have any useful information either. The supervisor also promised to call me with in 2 days but never did. At the moment, I am waiting for the replacement to arrive. It was ordered 1 week ago. When I called today, the call center doesn't have any info about the estimated arrival date. It just says wait. HWA's internal process and info system seems totally broke and/or just doesn't care what customer think about them.
Good Afternoon, Based on the details from your review, we can certainly understand the frustration and upset that you experienced. We are sincerely sorry that this was your experience with the heating system claim, and we hope to get the chance to provide you with an outstanding experience on your next filed claim. All feedback that we receive is valuable, as we can use it to provide coaching to those involved and improve processes going forward. We also want to apologize for the communications issues that you described above. There are no excuses for the lack of responsiveness that occurred during your calls to our Customer Care Team, and we are always working on ways to improve. If there are any outstanding questions or concerns on this claim, for security purposes of your account. Can you please confirm your property address and name of the contract holder, and send it to us over a private message. Once I have received your contact information over a private message, I will be more than happy to search the issue and take care of it. - Josh
Reviewed Dec. 23, 2019
Filing the claim for my refrigerator was easy and the rep was courteous. But HWA dropped the ball with finding a vendor who knew what they were doing. I initially called in May, and my refrigerator didn't get fixed until August. The initial person that came out for my refrigerator didn't even know what he was doing. I called back and they told me my claim was still open. Then I had to call back again to tell them my refrigerator was not working and to submit another claim. The gentleman they sent out the second time fixed my refrigerator the right way, but I had to wait for the part to come in. And I had a $100 deductible both times Overall, HWA was okay but the issues that I had with the refrigerator was a nightmare.
Eugenia, thank you for your feedback and I'm sorry you experienced these issues with the first vendor, every one of our vendors is a licensed technician, and I'm sorry they weren't able to fix it on the first visit, one our goals is to always provide a solution as efficiently as possible, and we continue to work get our timeframes reduced and hopefully on your claim, you'll be 100% satisfied. Thank you for your comments. Have a good day. - Dembe.
Reviewed Dec. 23, 2019
I guess I should have suspected a company with such low rates would have terrible claim infrastructure and absolutely no motivation to resolving outstanding claims. The sad part, I've recommended and coordinated warranties for my clients to HWA, based on the recommendations of my peers. After submitting my own claim and over a month later paying to solve the simple fix myself, I'll never recommend HWA again. I'm disappointed; mostly because I know that my clients who are "covered" by HWA are going to have a hard time completing their claims (which directly reflects on me for recommending them). I guess life isn't perfect, but my own fix was $119 ($100 deductible), and they couldn't even handle that. Money grab.
Micah, my apologies, we want to be a service you feel confident that will deliver and provide care for your clients when you recommend us, also for you to feel confident that HWA has your back, we're sorry your experience was not the one you expected, we are working every day to better our customer experience, and hopefully, you will give us another chance eventually for us to provide the service you deserve. - Thomas.
Reviewed Dec. 22, 2019
We had another company that we hadn’t been very happy with so my husband started researching. And HWA got the best reviews. When I submit claims, they notify me who the contractors are gonna be and then the contractors call to let me know when to expect them. I have an older air-conditioning unit that is running on a prayer. The company that I called at the beginning of the summer, Central Heat and Air, did a phenomenal job and I greatly appreciated that.
Thank you for the excellent 5-star rating and review, Dorris! Nothing give us a greater sense of pride than providing our customers with peace of mind while building trust and loyalty. We are so pleased to know that you have been satisfied with your coverage and service. We thank you for taking the time to let us know, Dorris, and we wish you a fantastic weekend!
Reviewed Dec. 21, 2019
When submitting a claim, sometimes the HWA website is down. This time, we tried to file a claim for two days before it finally went through. We got an email right away and we called the contact we were given. However, that vendor doesn't do microwave repairs so I got back to HWA. They then gave me another contact, but that person doesn't work for them at all. I've emailed them back and I've yet to hear anything. I don't even have a vendor's name that could fix my microwave. My claim is still unattended and I'm really frustrated.
Reviewed Dec. 20, 2019
We filed a request for service for our front-loading washer machine 11/24/19 with Homeowner's Warranty of America (HWA). HWA had no service technicians in our area. After a week, they located a company that came and indicated that no parts were available to repair our washer. On Friday the 13th of December, HWA verified that they could not locate parts for repair either. HWA indicated that they would have to replace our unit or offer us a buyout within 48 hours. When we did not receive an offer in 48 hours, we called again. We were given an apology and promise that our case would be escalated and we would be called in 24 hours. We waited another 48 hours and called again. Now, 12/20, we are still being told that our case will be escalated and handled within 48 hours. We will not renew with HWA and advise you to seek other options.
Jean, our apologies for the delay you experienced during your claim, we always want our customers to have the best experience because that is what we work so hard for, I'm sorry for all the struggles during your claim, and I'm sad to hear that you will no be renewing with us, if you still have this claim open, please use the message option here to respond for me to assist you. Thank you for your feedback. - Dembe.
Reviewed Dec. 20, 2019
We've had a good experience with Home Warranty of America and we've had them since 2004. We submit claims online and the contractors who are sent do a good job.
Good afternoon, Eric. We would like to thank you for the excellent 5-star rating and review, based on your personal experiences with our company. We always aim to provide an outstanding customer experience, and take pride in knowing that we have earned your trust and loyalty. Thanks again, Eric, and have a wonderful weekend!
Reviewed Dec. 19, 2019
This is my second home and second home warranty. Currently have Home Warranty of America. I have NEVER had a claim successfully resolved with them. I am currently on day 5 without heat on the coldest days of the year, with a young child. They sent an HVAC specialist the day after the claim who spent 2 hours at my house and couldn't resolve the problem. I got on the phone to Home Warranty of America immediately and they said they would be sending an electrician and HVAC specialist ASAP. I never received confirmation and have called again (spending 20+ minutes on hold EVERY TIME I call) only to be told they have no record of my call!
Prior to this issue I submitted a claim because of a plumbing issue and after waiting 3-4 days for a plumber to come out and was told the warranty wouldn't cover the work because they found a foreign object (from previous homeowner, might I add) in the garbage disposal. I have come to the conclusion that purchasing a home warranty is basically the equivalent of setting $500 on fire.
Good morning, Laura. Based on the details from your review, we can certainly understand the frustration and upset that you experienced. We are sincerely sorry that this was your experience with the Heating System claim, and we hope to get the chance to provide you with an outstanding experience on your next filed claim.
After reviewing the details of your claim, it appears that you have already assigned your service vendor provider, who took care and fixed your heating system. In this case, I would like to provide you the correct information on how the reimbursement on services works. Your Service Provider must call into our Authorizations Department at 888-492-7359 option #3 before any repair or work being completed. At that time, we will require a comprehensive breakdown of costs. Failure to provide complete information from the Service Provider will NOT allow us to reimburse under the terms of the contract. Once the detailed breakdown of cost has been obtained, a decision will be made on eligibility for what is covered under the contract and the reimbursable amount. We will only reimburse our costs for covered items. This may be less than what your Service Provider charges. You will need to pay your Service Provider upfront for the cost of the service and be reimbursed by HWA for the agreed-upon rate. Could you please attach your paid invoice receipt and send it at, customerpaidinvoices@directenergy.com. Once your paid invoice has been obtained, it will be reviewed, to provide you an update on your reimbursement. If there are any outstanding questions or concerns on this claim. Laura, please don't hesitate to contact us by phone, or if you prefer, connect with a Live Chat agent on our website. Here is our contact information for you, Customer Care Team, which is available Monday -Thursday 8 a.m. – 11:30 p.m., Friday 8 a.m.- 9 p.m. and Saturday & Sunday 8 a.m. - 8:00 p.m. EST. If you prefer, you can also engage with our Live Chat department from our website. Chat agents are available M-F, 8 a.m. - 5 p.m. CST. Thank you, Laura, have a wonderful day. - Tobias
Reviewed Dec. 19, 2019
11/15- made first call to HWA regarding HVAC system. Service provider called on home twice with final decision on 11/22 that we needed new HVAC system. We are without heat or air and need to use emergency heat pump when we require heat. Since then we've placed seven phone calls to the company- which CSR writes e-mail to obtain decision. We've been promised return calls twice that have not happened. 12/19 still awaiting decision, we still do not have heat.
Julie, my apologies for the time you've waited for a solution, we always want our customers to feel they can rely on us in particular in these situations when the heat is needed, I truly apologize that this has not been the case and if the claim is still open or if you need assistance, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Updated review: Jan. 7, 2020
I was contacted by someone in an administrative position who was able to provide some clarity and a refund. The refund was not my main concern, rather the customer service and lack of ability to service customer needs at the lower levels. The administrator spoke to this and said they have recently transitioned systems which did not go as planned and has caused problems with support and communication. I was pleased with the administrator’s openness, honesty, and transparency. For what it’s worth, his assurance that they are working on fixing things was meaningful to me, and I believed him. Hopefully they can put more power in the hands of lower level employees to resolve these issues as it will certainly cause a dramatic up-tick in customer satisfaction. If I would have received a similar show of empathy from my first call of concern it would have made all the difference. Thank you, J.T., for your professionalism and care.
Original Review: Dec. 19, 2019
Here is my post/complaint from BBB.com (a few grammar edits made): Posted: 12/12/2019 12:00:00 AM about Home Warranty of America Unfortunately, I do not have many positive things to say about Home Warranty of America. We got their service as a gift from our realtor when we bought our home. Over several years, we have used their services several times. The first couple of those were simple and straightforward. I’m not sure if they changed leadership recently, but they have become a complete mess. Services started getting worse and worse. Employees read from scripts and do not look out to help the customer. We have one $75 charge refunded due to their admitted ineptitude.
Just recently (12/5/19) we submitted a claim for a hot water tank and are still (as of 12/12/19) without one. HWA was called many times throughout the week. Here is a rundown of their issues: 1) did not get the claim to the right person day one, sent our plumber to a territorial manager who, a) never answered the phone and never returned a call, and b) was not even the right person to handle the issue (which was admitted to on a later call), 2) once they finally got our claim to the right department they approved THE WRONG ORDER so our plumber could not do the job until it was fixed, (this took several calls of which I never received a call back from a supervisor, which I will get into later), and 3) once they fixed the approval, they did not inform me, I had to call to be informed (still have not received e-mail confirmation of their error).
As for a supervisor call-back, after a weekend of misery and no response, I called and (after a fruitless conversation where no answers or direction was given) I asked to speak with a supervisor immediately (as we were still without hot water due to HWA initial inability to honor their own Promise of IMMEDIATE care in times of great need...Found here: https://www.hwahomewarranty.com/about/who-we-are). After waiting 10 minutes I was told a supervisor would call me back...within 24 hours!! I was flabbergasted! I said “24 hours!? That defeats the whole purpose of speaking to them!” That was Monday, it is not 11:00 PM on Thursday and there has not been a peep from a supervisor (other than the one I spoke to today, which I will explain in a minute). I continued to call and try and work through their atrocious customer service to no avail.
I asked again to speak to a supervisor and was told: “there are no supervisors on our floor.” I said “Do you have a pen and paper? Please write down my info and take it up the elevator to a supervisor and have them call me” just to be told, we cannot do that...it cannot be done and doesn’t work that way. (Wit's end reached.) So today (Thursday), still with no call, I speak to another phone staff (whom I told I know this is not her fault but the fault of her supervisors) to get me a supervisor immediately. She asked for my name and I said: “no, I want a supervisor on the phone now.” Magically, HWA (who did not have the capability to get a supervisor for 4+ days) had a supervisor on the phone in 2 minutes. I was very hopeful. I shouldn’t have been. He read his script just the same. His name was “John **” and that he was the floor supervisor, which I was told didn’t exist.
I told him all of what happened and that if they were going to make me pay the $75 fee, I would be completely appalled. Got my info and put me on hold. His response was that the technician was told he was approved and can complete the work. I asked if he even listened to anything I had to say. He said yes, which I just cannot believe. I said that I know and told him from the beginning that it was approved but only due to my persistence and that because of their atrocious customer service, I should not have to pay and would certainly not be renewing. He said everyone has to pay the fee and that nothing could be done. I reminded him that, actually, something can be done and HAS been done from the last time they worked me over with their cumbersome process. He had no response except saying again, everyone has to pay...(continue reading script until the customer gives up).
I told him that if he could not provide an answer not written down on paper, then I would need to speak with his supervisor or a supervisor who can provide a thoughtful response. He did not direct me to a supervisor. I asked for a supervisor's name and he said he was “not allowed” to provide his supervisor's name. I was absolutely taken aback. I said that when I do reach your supervisor, I will make sure to tell him you (John **) said that. As with each of the frustrating calls, he thanked me for calling HWA with absolutely no signed of care for my problem. No promise to have a supervisor call. Nothing. This is not the first time I have felt like a chump dishing out money to HWA who couldn’t care less about me, the person, but is will be the last. I will continue to call and see a solution to this issue. Also looked for anyone who works there...nobody lists their name. I wonder why?
And here is a form response I will likely get On my post here (please note, I WILL answer if they call so if this response comes up, and they are lying, I will let you know): “To Whom It May Concern: Home Warranty of America (HWA) regrets any inconvenience the customer may have experienced with their claim. HWA has reached out to the customer to discuss this matter. Unfortunately, we were unsuccessful. An email has been sent to the customer requesting further information. Once received, HWA will proceed accordingly. If further questions arise, please contact me directly at ###-###-####. Sincerely, Memo Office of the President.” My claim number is ** if HWA wants to look into this (Please listen to all the recorded calls too). A final word of warning, stay clear. You may get an easy claim from time to time, but I can bet your technician will groan when told the claim is through HWA. Each and every one of mine has.
HERE IS MY RESPONSE AFTER THE "OFFICE OF THE PRESIDENT" GAVE ME A CALL: On 12/19/19 (six days after the report was sent to HWA) the “Office of the President” called and told me that the problem was with the technician and that they ordered the wrong parts. This was another sad false statement and further proof of HWA’s dysfunction as an organization. The technician was awesome and did all he could. He also plans to drop HWA due to their dysfunction. HWA only addressed the one issue about the wrong parts being approved (which again was their fault, not the technicians) and said that was the reason for the delay so there is nothing they can do to help me. I told them I was frustrated that they were trying to spin this and pin it all on the technician.
I reminded the employee that his company provided poor customer services throughout the ordeal and was to have a supervisor call me within 24 hours, which has still not happened. (I’m not sure what his actual position is or his level of authority as he would not disclose any of it; he only stated he is the last person anything can go to). He tried to end the call because I wasn’t letting him speak (I was stopping him from continuing to lie, other than that, I was fine with him speaking.) I told him the only thing I was requesting was my $75 back for their atrocious customer service which he said there was nothing he could do.
I asked to speak with the president and he said that is not possible. He would not disclose the name of the president or number of supervisors (which he said was personal information…what?!?). He said he would be responding to the BBB claim and was ending the call. He asked if there was anything else and I said I wanted to speak with the president (again) and he denied the request.
For anyone reading this with any level of authority, forgiving a fee for hurting the customer is nothing. Any level can accomplish this. In fact, a base level supervisor did this for us at HWA once already! I cannot believe the company is still in business and cannot see it lasting very long at this rate. For anyone thinking of going with HWA due to the cost-effectiveness or for whatever reason, I cannot state strongly enough that at the first sign of trouble, their customer service is nowhere to be found. We have had several claims through HWA.
For those that had no hiccups, they were adequate. For the claims with difficulties, they had no understanding/ability to show empathy for the customer or ensure the person forking out money to them is cared for and/or satisfied with their service (or with the outcome due to poor customer service). I would ask that you not help this company survive any longer than it has, as it will only lead to more people suffering at the hands of the nameless president/CEO, who refuse (apparently) to ensure their employees are allowed to show care for people (I say allowed as I have to assume all of these individuals I have spoken to have zero power and have to run all decisions through the nameless president).
Hello Aaron, We are so happy to hear that J.T. was able to provide clarity and resolve your concern! While we are actively working to better our internal processes, you should never have been faced with a poor customer service experience and for that we apologize. We hope you utilize us for your next system or appliance claim and hope you have a wonderful day. Thanks again for your loyalty and patience. - Maddy
Reviewed Dec. 19, 2019
I filed a claim three weeks ago for a broken oven. HWA sent a technician the very next day, which I was happy about. The technician diagnosed the issue and submitted the repair costs to HWA that very same day. The repair is going to cost twice as much as just replacing the unit. I have been calling HWA every morning since the claim was filed and get the same response (in broken English) each time... "purchasing is reviewing your case and will contact you within 48 hours to discuss options". Well, I never hear from purchasing. There is also no way to contact purchasing. It seems as if this should be an easy decision to replace over repair. I feel like I'm being slow played by HWA and am becoming very frustrated as I am supposed to be hosting family for the holidays but will not have a working oven. This has been the worst customer service experience I have ever had.
Russell, I'm sorry that the response has been the same one each time, and that you've been given promises that have not been fulfill, I understand your frustration especially since you have been told that a solution will be provided and nothing happened, if you have questions or if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Dec. 19, 2019
Very fast on getting someone out when you first submit a claim...and collecting the $100, BUT VERY SLOW on follow up!!! It's been over 2 weeks and they do not communicate with customers on the status despite no more than 5 phone calls each with a promise of escalating to evoke a response to me.
Terri, I apologize for the lack of updates and communication from us, even though I can't tell you how long a claim will take, we can let you know the status and I apologize that this has not been provided, this is not the service we work so hard to provide, if you still have questions or if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Dec. 18, 2019
On November 26,2019, I completed a claim #**. Account number **, Supervisor case number **. Serious problems and lack concern by HWA! EJ's Appliance Repair came out 2 times to fix the malfunctioning microwave that burnt my left side of my cabinet. EJs took the microwave to their shop. They won't answer my calls or HWA calls since 12-13-2019. 12-18-2019 I spoke with HWA customer service agent Sergio that stated the parts are ordered, no knowledge of where my microwave is, was not allowed to speak with supervisor or manager for 24 to 48 hours. Sergio stated HWA will place this malfunctioning burning microwave back in my kitchen. I'm scared this microwave will explode and kill me or a family member if it is placed back in my home.
No parts, no microwave since 11-26-2019. No return calls or help in replacing my appliance! No supervisor, regional personnel or managers have responded to my complaints for a new microwave. I have not had my kitchen microwave for Thanksgiving and no microwave for Christmas dinner. My kitchen is in bad condition as you can see by the pictures. I have sent out a complaint to Better Business Bureau regarding this matter! I have sent out other complaints regarding my treatment by my home warranty company Home Warranty of America. SB Se
Stephanie, I'm sorry to hear about your experience, this is not what we are trying to reflect as a company, seeing your claim and realizing that you've felt the need to go and file more complaints, is not what we want our customers to do, however, we understand your position, and I would like to apologize for everything you've gone through and in every claim, our goal is to provide a solution that solves the problem for our customer, if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Dec. 18, 2019
DO NOT USE THIS COMPANY! Terrible customer service, turn around time, and communication is absolute zero! I have been without a refrigerator for 3 weeks now. Called in 6 times now and each time they say that the contractor hasn't given them the diagnosis. I called the contractor personally and he said he got it over to them twice now. I keep calling in and then they hang up on me!!!! It's a 20 minute wait just to get someone on the line now. Each time... this claim hasn't been turned in by the contractor for the diagnosis.
Last phone call we actually contacted contractor during phone call and they SAID that they have the diagnosis now and are entering into the system and sending over to their "other" department and they would send me confirmation by the end of the day. I received nothing. Now I called in today and they are saying that they still don't have my freaking diagnosis from the contractor! I'm on my 3rd call with them today because the call got "dropped" twice. Full hour of on hold music for me today and no resolution or even a part ordered for my refrigerator for 3 weeks now! Will not be renewing after this experience and I recommend you think twice about this company as well.
Matt, I'm sad to hear about the service you've received, we don't want any of our customers to have this experience, we understand how frustrating the process of the diagnosis could be, and I'm sorry that other solutions were not provided, and the hung up calls is something that we do not allow and we will be looking into what happened, I hope that your claim is already resolved, and I'm sorry that you will not be renewing with us, hopefully, one day we will be able to gain your trust back. Thank you for your feedback. - Dembe.
Reviewed Dec. 18, 2019
We had a claim for the refrigerator after Hurricane Harvey and the guy that Home Warranty of America sent was just a jerk. We ended up paying the 75 bucks and then the claim got denied 'cause he said it was flood damage when it actually was not. But I have used the warranty where somebody came out and fixed the microwave and another came out and fixed the air conditioning, and those 2 were really nice. So, they're bad in 60% and it's a mixed bag of tricks. We've been with them since 2016.
Michael, we are sad to see that your claim was denied, unfortunately, this does happen and the reason for a claim being denied may vary in every situation, however, we are glad to see that you've also experienced the benefits of having a Home Warranty and getting your issues resolved in an appropriate amount of time, one of our main goals is to always provide a solution as efficiently as possible and we are thankful that you have been with us for a couple of years now, hopefully, we will be able to cover you for many years to come. Thank you for your feedback. - Dembe.
Reviewed Dec. 17, 2019
This company is an absolute scam. 5 weeks after my HVAC system died (and replacement approved) and I STILL HAVE NO HEAT! I cannot get ANYONE at that company to do a thing about it! My husband and I have been calling every single day. The contractor they hired to diagnose and replace the system has been calling every day. 10 days since they claim that the parts have been ordered and I can't even get so much as an update. I posted on their Facebook page yesterday at 1pm EST. It was read, and still has not been replied to (it is now 2:24 pm EST the following day). This is the absolute worst experience I have had with any business. Ever. Time to call a lawyer.
Elizabeth, On behalf of HWA I would like to offer you an apology, I understand this has not been an experience that you would like to remember, and we are sorry you never received an update or any sort of updates regarding your claim, we understand your frustration and we do not work so hard to see one of our costumers experiencing this, if there is something I could do for you, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Dec. 17, 2019
It is in your best interest to find another company! Been over a month since the service tech requested a furnace replacement. I live in MN. Water heater also broke, and the replacement has been "pending authorization" for two weeks. Not-so-Merry-Christmas to my family of 5.
Anthony, I would like to apologize for the experience you had, we understand that both the Water Heater and the Furnace are extremely important especially in this time of year, and we're sorry for the delay you experienced, if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Dec. 17, 2019
We've been waiting 2 months to get our dishwasher replaced. It's almost Christmas and our family is coming for the holidays; Still, no dishwasher. Decided to look at the Facebook page, and it seems like there are hundreds of others experiencing the same thing (At least our heat is still working. I can't imagine if I was waiting 2 months with no heat!). Every time we call, no one seems to know what is going on with our claim. We then get put on hold for a supervisor, and end up on the phone for hours. For this size of a company, this level of service is unacceptable. I do not recommend Home Warranty of America.
Benjamin, we're sorry to hear about this, we never want anyone to have to wait this long for a solution or for an update on what will happen with the claim, we always want to provide an efficient solution to every customer and we are sad to see that this has not been the case for you, if you still have questions or if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Dec. 15, 2019
I find that Home Warranty of America to be of very good value to a homeowner. And submitting claims with them is fairly simple. The only downside is sometimes the timing to get a qualified job repair person to the home to make the assessment and the time lapse on getting the product fixed is sometimes a bit slow.
Ken, is good to hear that you're happy with our service and we're sorry you've bad experiences with our timeframes, we are working hard to be more efficient and provide better resolution times to each claim that we receive and hopefully, on your next claim you'll experience a better resolution time. Thank you for your comments. - Dembe.
Reviewed Dec. 14, 2019
Hey - just wanted to let everyone know that I open a warranty claim on November 11 2019, after I paid $100 the appliance vendor came on site and said I need a new control panel and he would see if it's available for replacement. I said, "OK, thanks." About three weeks go by and I hear nothing so I start calling for an update. I get the run around saying HWA is trying to contact vendor for update and authorizations will call me back. This never happens. Each time I call back it's the same excuse. My Claim #: **. Date claim opened - Claim File Date: 11-07-2019. Today's date - 12/14/2019. I'd give zero stars if possible. Save your money. These guys don't deliver.
Jerry
Hello Jerry, thank you for taking the time to provide us with some feedback regarding your experience. We always strive to provide an awesome customer experience that is handled with transparency and efficiency. We are sorry to see that your claim’s processing time was longer than we would have hoped, and we regret the frustration that you experienced as a result. This is not the experience we want for our customers to have.
After reviewing the status of your claim, it does appear that your check has not released yet. I have taken my time to find out the issue and take care of it. I truly apologize on behalf of the long waiting time on receiving your cash-out. I have already fixed the issue, your check has been released today. Your check will be delivered at your property address that we have on file. If you have any other questions or concerns do not hesitate to let us know, we are here to help you to have an excellent customer experience with us. Thank you - Tobias
Reviewed Dec. 14, 2019
HWA could have better options with regard to the companies that they send to fix issues. When I submitted a claim, the person they sent was good, but in one other instance, the person over the phone's customer service was not that good.
Hello Arpit, our apologies for the delay in the response. Thank you for taking the time to provide us with some feedback regarding your experience. We work hard on customer service so everyone feels they have someone they can rely on, I'm sorry this was not your case. We appreciate you taking the time to provide your personal experience with us. We are working diligently to improve processes within our company to ensure that we have consistently great customer satisfaction. Please, if you have any other questions or concerns do not hesitate to let us know over a private message, we are here to help you to have an excellent customer experience with us. Thank you - Tobias
Reviewed Dec. 13, 2019
The last contractor stood me up and had me here all day, which wasn’t too pleasant. He called back later that evening, but I just canceled it and paid someone to do the work for me. I've been with Home Warranty of America for six years and other than that, I’ve not had any problems.
Hello Nell, our apologies for the delay in the response. Thank you for taking the time to provide us with some feedback regarding your experience. On behalf of HWA, I would like to apologize for the experience you've had. We work hard on customer service so everyone feels they have someone they can rely on, I'm sorry this was not your case. We appreciate you taking the time to provide your personal experience with us. We are working diligently to improve processes within our company to ensure that we have consistently great customer satisfaction. Please, if you have any other questions or concerns do not hesitate to let us know, we are here to help you to have an excellent customer experience with us. Thank you - Tobias
Reviewed Dec. 13, 2019
We purchased our new home in Montana this past August and requested a home warranty from the sellers. The sellers purchased the Diamond level + GreenPlus Home Warranty from HWA on August 13. On November 19 of this year, our heating system stopped working. The fan would run but no air was circulating from the unit. I called HWA several times and was told that they could not find a technician in our area to take care of the issue. Finally, I explained to HWA that it was 20 degrees in Montana and that we were going to have more issues if we couldn’t get a technician to look at it as soon as possible. HWA then gave me permission to find my own technician to handle the issue.
I called Sutton Heating and Cooling in Missoula, Montana to come over and take a look at it that same day. They came out and ran several tests. Ultimately, they placed their camera inside of the unit and found a massive crack in it. The technician immediately asked where our fuse box was because he noted that he needed to shut it off to prevent any more carbon monoxide from circulating in our house. At that point, the technician reluctantly told me that we would need a brand new unit.
After that news, I called HWA immediately as I was told I would have to in order to get reimbursed. The HWA representative explained that he would have to talk directly to the technician to hear the diagnosis and grant him permission to proceed, which happened within the hour. After that, the technicians worked hard to replace our system and get heat running through the house again. I called HWA again and asked what the next step was and they told me that I would hear from a representative with next steps within 24-48 hours. I didn’t hear from anyone and called after 3 days (72 hours).
When I called, I was told again to wait 24-48 hours to hear from a representative to explain next steps. Yet again, no one called. I called back after another 3 days. I was then told to submit an invoice for the repairs, which I did and I also attached it to this email. I sent the invoice in on December 2nd. On that day, I was told I would hear back within 24-48 hours, which of course I did not. Since the 2nd (7 days ago), I have called in twice to gain an update on the claim. I continue to receive no answers about a timeline for which I will be reimbursed or how much I will be reimbursed. Additionally, I am given no other options aside from talking with your customer service representatives even after requesting to talk with management or someone else that may be able to provide me with tangible answers.
On November 21, when our HVAC system was repaired, I had to place a $6,000 charge on my credit card. As I’m sure you’re aware, credit card payments are typically due once per month. We are closing in on that date for me to pay my credit card bill. When I began this process, I was told that we would be reimbursed within a couple of weeks. It’s already been 18 days and I have no answers about when or how much money I will receive back.
I am extremely surprised and frustrated with the lack of communication from HWA, the poor customer service from your representatives, as well as the amount of time I have had to put into this claim. Your tagline says “Take the worry out of home ownership with a home warranty. Our plans protect you against the high cost of unexpected repair bills. With a home warranty plan from HWA, you don’t have to face household breakdowns alone”. I absolutely feel like we have been dealing with this breakdown alone. Additionally, your values include: helpful, positive, trustworthy, hardworking, respectful. I have not seen an ounce of any of those values. I’m terribly disappointed with how this claim has been handled and I would like some answers as soon as possible.
Hello Kelsey, our apologies for the delay in the response. Thank you for taking the time to provide us with some feedback regarding your experience. On behalf of HWA, I would like to apologize for the experience you've had. We work hard on customer service so everyone feels they have someone they can rely on, I'm sorry this was not your case. We are sorry to see that your claim processing time was longer than we would have hoped, and we regret the frustration that you experienced as a result. We also want to apologize for the communications issues that you described above. There are no excuses for the lack of responsiveness that occurred during your calls to our Customer Care Team, and we are always working on ways to improve.
After reviewing the status of your claim, it does appear that your cash-out as a form of a standard check has been approved and released. Please do not hesitate to let us know if you have not received your check yet. I truly apologize for the long waiting time. One of our main goals is to always provide a solution as efficiently as possible while providing the best customer experience, we are sorry to see this was not the case especially since you have never received the visit from our technician, if you still have questions or if it's still unresolved, please use the private message option here to respond. Thank you for your feedback. - Tobias
Reviewed Dec. 13, 2019
So my HVAC is acting up and I decide to use the HWA plan that the original seller purchased for my house for me instead of replacing the HVAC. I figured, $100 or less isn't that bad. Little did I know, this would be the most disorganized and inefficient claims department I'm about to run into. 1st Call: I my claim get's assigned to a company that's supposed to call me and schedule an opening for tomorrow. Was easy, painless, and efficient. However, nobody calls me the whole day.
2nd Call: Representative tells me that the claim was made to a company that IS NOT ACCEPTING NEW CLAIMS. Wait what? How did this happen? Okay, whatever. She then is going to book me with a different company and needs is going to send me an email when the claim is sent. Cool, I tell her my email, she confirms it verbally. She lets me know I need to call the service provider to schedule the date. Cool, we go about our way. Call the Service Provider, no response so I leave him a message. Additionally, It's been about 5 hours. No email. Huh, that's weird. I should give them another call. 3rd Call: I call to confirm my claim was made. The representative assures me the claim was made, and that all I needed to do was to call the guy. Okay.
I get an email from the Service Provider saying he didn't receive a claim, and that he can't come to my house without a claim number. Okay wtf. 4th Call: I call and let them know this happened. Representative said he booked me with a DIFFERENT service provider who can come "sooner" (it was going to be 4 days already). I tell him, "Okay. That's great I guess. Just give me the name and company." He lets me know. Bob is the tech. Out of curiosity, I ask him about my email. He reads the email back to me. It's wrong. Somehow, my middle name was typed in when I never even said it. WTF? Whatever. I tell him bye and hang up.
Call the Service Provider, and by this time it's 5pm and I probably won't get him. Leave Bob a message. Fast forward 4 hours, Bob calls me and says that he's not accepting claims from HWA. Wait a second. THIS IS THE ORIGINAL SERVICE PROVIDER THEY BOOKED ME WITH!? Now I have to wait ANOTHER day to get someone to come to my house and fix my HVAC. So all in all. They booked me with an SP who isn't accepting claims. Then their claims that they sent wasn't working. Then they booked me again with the same SP who wasn't accepting new claims. How is this company still functional?
Hello Trong, our apologies for the delay in the response. Thank you for taking the time to provide us with some feedback regarding your experience. On behalf of HWA, I would like to apologize for the experience you've had. We work hard on customer service so everyone feels they have someone they can rely on, I'm sorry this was not your case. We are sorry to see that your claim processing time was longer than we would have hoped, and we regret the frustration that you experienced as a result. We also want to apologize for the communications issues that you described above. There are no excuses for the lack of responsiveness that occurred during your calls to our Customer Care Team, and we are always working on ways to improve.
After reviewing the status of your claim, it does appear that the claim was assigned to the service vendor provider from, ** Hometown Heating & Cooling ** or if you had your own service vendor provider do the repairs. Please, let us know if the issue has already been taken care of. If there is anything else I can do for you please, do not hesitate to let us know. Thank you, have a wonderful day. - Tobias
Reviewed Dec. 13, 2019
If I could give HWA no stars I would. I filed a claim with them for a broken HVAC unit and after their service provider initially misdiagnosed the problem, allowing flames and gas to emit from the unit for another 48 hours, it was determined I would need a new unit. A month later and I am still without heat in the middle of December! I have called at least every other day for the last two weeks, and every day for the last week. My requests to speak to supervisors or management are denied and I keep getting the runaround about where I am in the process of getting my unit replaced.
At every step of this process, HWA has neglected my family’s health and has skirted their contract responsibility. It’s not an exaggeration to say this is the worst customer service and worst company I have ever had to deal with. And it’s not just me, look at their social media and you will find a chorus of people waiting on vital repairs and services. HWA is irresponsible, despicable, infuriating, and just flat out evil.
Good afternoon, Jan. We are sorry to hear that you had a negative experience with our claims process. We appreciate you taking the time to provide your personal experience with us. We are working diligently to improve processes within our company to ensure that we have consistently great customer satisfaction. Thank you for taking the time to provide us with some feedback regarding your experience.
After reviewing the status of your claim, it does appear that our purchasing department has already ordered the equipment. We would like to confirm that your service vendor has already completed the repairs on your HVAC system. If there are any issues, questions or concerns prior to your claim, please do not hesitate to let us know. You can contact us at Claims: Monday-Friday: 7 a.m.-8 p.m. Saturday: 8 a.m.-6 p.m. Sunday: 9 a.m.-5:30 p.m or you can reach us at Live Chat and Social Care: Monday-Friday: 8 a.m.-5 p.m. CT. Thank you for your time and patience, have a wonderful day. - Tobias
Reviewed Dec. 12, 2019
We're on our third year with Home Warranty of America. Submitting a claim is not that difficult but trying to get the information from them after the claim’s been submitted is difficult. You submit the claim, then they assign somebody to your case, then that person contacts you and you get an appointment set up. They find whatever they find, they report, and then it’s like it goes into a black hole. If you don’t contact them, you’ll never find out what happened. Nobody calls you and nobody says anything.
I ended up having to call them multiple times to try to get something. “So, what’s the situation? What are you covering and what are you not covering?” You can't get anything in writing out of them. Nothing. You can’t get it online. You can’t get them to send it to me. I had to do everything. I had to take notes as they were talking to me on the phone. So, I'm not real happy with them.
The first guy that came on this last call, he came out, but he wanted to get in and out quick. He didn’t even really do the job that needed to be done. He didn’t really complete the whole situation. He threw some Freon in there and said, “Oh, that’ll probably be all right for now.” He didn’t have his leak repair kit, which sometimes they can spray some stuff in there if it’s a real minor leak. And he said, “Okay, well this should hold you for a little while.” It lasted like a week or two. Then I had to call. They had to get somebody else out there.
The next guy who came out at least inspected the whole situation, found the leak, then reported it. He did an okay job. But then it was back to the black hole. He made recommendations about what should be done, and they’re saying, “Well, we’re gonna cover the part that’s broken, where the leak was.” But then there was a whole bunch of auxiliary stuff that they weren’t gonna cover. And then he’s saying, “Hey, listen. This is an old system and if I put in the new piece, it’s gonna be mismatched so you really need to upgrade everything.”
So now I'm paying a big chunk of change to get that whole system replaced. They’re covering just a portion of it and I’m taking care of the rest. I wasn’t thrilled with that. I get it that the outside, which is the condensing unit, there was nothing wrong with that. It’s fine. I can deal with that. But on the interior where they were replacing the air handler and the evaporator coil, they’re saying that they don’t pay for a new pan even though the stuff is required by code. They also won’t pay for a float switch. There are some PVC fittings. I told them I want to talk to the technical people but they told me I can't call them. I said, “How about you give them my name and number, have somebody contact me?” I asked for that multiple times. Nobody ever contacted me. I finally just gave up.
Marshall, We would like to apologize for any frustration caused during your recent claim experience. Unfortunately, we are unable to give an exact time frame for each claim since it may vary on multiple factors such as vendor availability, the diagnosed issue and potential need of parts and/or replacement orders. However, we apologize that you haven’t been contacted during your claims, the first contact is always after we received the diagnosis and we have the options for you, I apologize that you have not received that call. We are always looking for ways to better our service, and your feedback is an invaluable part of that process. Thank you for comments. - Michael.
Reviewed Dec. 11, 2019
I first filed my claim on 11/18/19 and today it is 12/11 and I am still without heat! I keep getting the run around from HWA. The contractor came out and gave them a report on my heater; they agreed it needed to be replaced. I then approved my out of pocket expense of over $1000.00 to modify gas line, vent pipe, etc. I was told the purchasing dept. would be in touch with contractor within 1 week... That was 2 weeks ago!!
I called for update 6 days ago and they were sending an escalation notice to purchasing dept. I called again today and am now being told to wait another 24 -48 hrs. for update from purchasing dept. All reviews that I read are that HWA is a scam... I am very frustrated! Wondering if I freeze to death if they will be held accountable?? PLEASE SELF INSURE AND AVOID THE HASSLES OF DEALING WITH THIS SCAM OF A COMPANY! If I had been paying myself $50.00 per month and holding it in an account for house repairs; I would have had a new heater 3 weeks ago! :-(
Good afternoon, Gayle. We are sorry to hear that you had a negative experience with our claims process. We appreciate you taking the time to provide your personal experience with us. We are working diligently to improve processes within our company to ensure that we have consistently great customer satisfaction.
After reviewing the status of your claim, I was happy to see that you have accepted the cash-out option. However, I would like to confirm that your HVAC system has been taken care of and if you have already received your cash-out as a form of a standard check at your property address. If you already have received it, excellent it is always a pleasure to assist you, Gayle. Thank you and have a wonderful day. - Tobias
Reviewed Dec. 11, 2019
Worst experience in my life. Thermador oven broke, have been on the phone with India a dozen times to get someone to fix. Every time say contract team will call me in 24-48 hours, 3 weeks and no oven. Paid for the diamond plan for $1000 and nobody to call, nobody to talk with, everything is overseas in India. Have given their "contract" team the licensed phone numbers for multiple companies to fix and still nothing. Without a doubt would not use or recommend this home warranty to anyone, let alone anyone with high end appliances.
Justin, I'm sorry for the bad experience you've had with us, and for the time frames that you've received that we have not fulfilled, it is true that some of our Customer Care Teams are located internationally; we are proud of the diversity in our workforce, which resembles the diversity of the millions of customers that we serve, having said that your experience through phone or chat should always be outstanding, no matter where the person on the other end of the phone or computer is located, if you still have questions or concerns related to this claim, please use the message option here to respond, and be sure to include your claim number. I would be happy to assist with any issues and to make sure we get the claim moving in the right direction for you. Thank you for the feedback. - Dembe.
Reviewed Dec. 11, 2019
The technician came out the same day I sent out my request to Home Warranty of America but we had to wait on them. We just had the water heater installed out of pocket because we needed the water. HWA needs to improve on their communication with the customer. We called them for the washing machine and we didn’t know that they tried to order a part. I got a letter in the mail a week later saying that they couldn’t get the part instead of them letting us know that they didn’t. We had to get another washing machine. I am very dissatisfied with the experience with HWA.
Phaedra, I'm sorry for the miscommunication you've experienced, we always want to provide an efficient solution for every one of our customers, and I'm sorry you have experienced such a hardship to have your claim resolved, if you still have questions or if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Dec. 10, 2019
Updated on: 03/05/2020: I started a claim for our oven on Dec 4th, it took over a week to have someone come out and look at it. HWA offered to replace it but the model they approved is the wrong size. Fighting for them to give me a model that will fit.
Original Review: Worst home warranty service I have ever used. I have not once been contacted by a service company within 48 hours of making a claim. The latest claim, it has been 7 days since I made my claim using their online system, and only after being on the phone with them for an hour did I get my claim assigned to a company for service. What a joke. Customer service is horrible. Repeatedly put you on hold. At the end of it all, I was told not to use their only claim system since it doesn't work.
Moody, we are sorry to hear about the inconvenience associated with your recent claim, we can certainly understand the frustration you have experienced, and we apologize for the hardship and that our contractors have not called you to schedule the appointment, usually they call within 24 - 48 hours, and I'm sorry they haven't done so, if you still have doubts or concerns or if it's still unresolved please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Dec. 10, 2019
We received our warranty with the purchase of our home about 5 or 6 years ago. At first we were happy and felt it was a good value so we continued to renew each year. This past August we submitted a claim for our dishwasher which has not gone well at all. Through a long painful process we have had multiple technicians diagnose the control board as being bad and state that the part is no longer available. HWA has given us the runaround and failed to take any corrective action. Over 5 months later we still have a broken dishwasher. The last time I called I asked to speak with a manager and was told that isn't an option. I'm not sure if their service has just gone downhill or if they are only good at paying for fixes, not replacing things that can't be fixed. Either way I would not recommend this company anymore.
Brian, we're sorry to hear that you feel that our customer service has not been as good as it used to, we work hard to provide good customer service, in fact, one of our main goals is to always provide an effective solution and we apologize that this was not the case, if you still have questions or concerns related to this claim, please use the message option here to respond, and be sure to include your claim number. I would be happy to assist with any issues and make sure we get the claim moving in the right direction for you. Thank you for the feedback. - Dembe.
Reviewed Dec. 10, 2019
There were a couple of things that HWA doesn’t cover but everything's okay. The only thing that could be better is that they contract in the U.S. and stop contracting their customer service throughout the world to these other countries.
Mrs. Joseph, we are happy to hear you are enjoying our services and, indeed, some of our Customer Care Teams are located internationally; we are proud of the diversity in our workforce, which resembles the diversity of the millions of customers that we serve, having said that, your experience through phone or chat should always be outstanding, no matter where the person on the other end of the phone or computer is located, feel free to connect with our support team through Live Chat or phone if you ever need to. Thank you for your feedback. - Dembe.
Reviewed Dec. 9, 2019
I called in to file a claim with HWA in late October. It took two weeks for anyone to come to my house because the first company they sent was hateful and unprofessional. The second company showed up and stated my dishwasher needs to be replaced because it's over 20 years old. A week after the diagnosis was done I called HWA because I hadn't heard anything from them. They initially claimed they couldn't find where the claim had been submitted. Finally they found it, but said it would have to go to their purchasing department for approval.
Two more weeks pass and I hear nothing. I call again and I'm told I should hear something within 24-48 hours. Nothing. It's now been 6 weeks since the initial claim was filed and I've called at least 10 times. So far nobody has been able to resolve the issue or get me a new dishwasher. I guess I'm just stuck until they decide to stop dragging their feet. Nobody seems to know what's going on or how to get things done. I won't be renewing my warranty with them next year. I'll happily find another company.
Brandy, we're sad to hear about your claim, we work hard to provide an efficient solution for every one of our customers, and looking at your review we see that this has not been the case, and I apologize, even though claims are not predictable since they may vary on multiple factors, we told you a time frame and we did not stick by it, and I'm sorry this has led to you deciding not to renew, we understand and hopefully one day we will be able to have you as a customer again, if you still have questions or if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Dec. 8, 2019
The people came out for my washer and they said it was one thing, and they ordered a part and it didn’t work out. They ordered a part again, put the new part on and it didn’t work out as well. I said that was enough and I called Home Warranty of America back and told them I was not satisfied with these people. HWA ended up giving me a gift card for 400 and some dollars. The young guy from HWA was very knowledgeable and told me about that. I took that money, went to Home Depot and got me a new washer and dryer but I let Home Warranty of America know that I was not pleased with the contractor. They weren’t very professional and kept giving me the runaround. I went a month and a half without a washer and dryer. My wife and I had to go the laundromat and I wasn’t happy about that but overall, HWA did what it was supposed to do.
I’ve been with HWA since August of 2014 and they’ve been proficient in taking care of me and satisfying the customer. Whenever I have an issue or I fill out a claim, they usually honor it. So, I was satisfied with them. I even got some extra stuff going on with them as far as the sewer lines on the outside and extra protection here and there for my home. They’re reliable, which is why I stay with them.
Good afternoon, Terry. We are so sorry to hear that your experience with the service provider we assigned was less than outstanding. We are so pleased to know that your HWA representative was helpful and able to quickly resolve the situation for you, and that you were able to purchase a new machine with the buyout that we provided. Thank you for the feedback, Terry! We wish you and yours a wonderful holiday season!
Reviewed Dec. 7, 2019
We’ve been trying to get an answer for our broken dishwasher now for about a month. Our 6-month-old dishwasher is not working. We first called in early November to get it fixed. The appliance company they sent couldn’t fix it and eventually said they were sending us to another company. We tried to contact them to get more information to no avail. After waiting several days with no news, we called HWA again. They said they would get us set up for a 2nd opinion and would call back in 24-48 hours. No call. We called back after 3 days and now they said a special team was going to find a repairman and they would call back. No call. We called back and Gerald said “Within 24 hours, they will find someone and contact us”.
We called back the next day and Stetson said “Oh, that’s 24-48 business hours”. Business hours? We ask for a supervisor. No supervisor there. Stetson says they’ll call back in 24-48 hours. No call. Three days later, we call back. After spending nearly 2 hours on the phone/hold with Jose tonight, still no supervisor. Almost the entire time, I was asking for a supervisor. He says there is a queue and it’s going to be awhile. I say I will wait. An hour later, he finally tells me he can have a supervisor call me back tomorrow but that's my only option. He never had any intention to put me through to a supervisor. His job was to try to wait me out. Now he says a supervisor will call at 11:00 am tomorrow morning. I’m not holding my breath. At this point, we’re exploring our legal options and will share this experience with our realtor so she will know not to recommend them in the future. Worst customer service I’ve ever experienced.
Melissa, our apologies for the lack of a solution for your claim and that you had to wait for so long, and our lack of follow up with the time frames we provided, we understand your frustration and we're sorry you feel these actions are necessary, one of our main goals is to always provide a solution as efficiently as possible, and reading what you've been it's sad to see that we haven't achieved our goal with you, if you still have questions or concerns related to this claim, please use the message option here to respond, and be sure to include your claim number. I would be happy to assist with any issues and make sure we get the claim moving in the right direction for you. Thank you for the feedback. - Dembe.
Reviewed Dec. 7, 2019
I live in N.C. And it’s now Dec. 6th and my heater has been broken since Nov. 25th. That day I called Home Warranty of America and was told a service tech would contact me within 24 hrs. Tech did not arrive until two days later. Was informed by the tech that the heater would need to be replaced and they would submit the diagnostics to HWA. The tech stated that due to the Thanksgiving holiday, response would probably be delayed 4 whole days and to not expect follow up until the beginning of the new week. Waited all weekend and all day in that Monday, Dec 2nd. NO CALL. I had to call HWA near 4:30 pm EST. I was informed that the paper had arrived but “management” would need to review and AGAIN was told to wait 24-48 hrs. That first night, the temperature dropped to 53 degrees in my home.
On Dec 3rd, I called forms follow up around noon, was put on hold but when the representative answers the phone, was promptly told their systems were down and and for ME to call back later and an undetermined time. Second night was 52 degrees in my home. Dec 4th, I called again in the afternoon, AGAIN no one from HWA has made any attempt to reach out to me. I requested to speak to a manager and was told that managers do not speak to customers. The representative told me that the request has been approved but they are waiting on managers to research proper parts numbers. No updates on when this step will be completed.
Dec 5th, I called again in the afternoon, asked again what the status was and was told again, management are working on request. I asked to speak to a manager and AGAIN was DENIED. Repeatedly told that managers do not speak to customers. My home was 51 degrees that night. Dec 6th, I called again, around 1 pm for an update. That representative informed me that I had been misinformed about the 24-48 hr approval time. The timeline is 4-5 business days. He stated that I should receive a call this afternoon or Monday, since management do not work weekends. I did not receive a call today.
I have paid my monthly premiums on an auto draft for three and a half years. This is horrible customer service and this company has no regard for their customers. I am an elderly woman, who is recovering from a broken femur, I have to have heat. It is winter in NC where freezing temps can cause pipes to burst. There should be an escalation tree available when urgent request are submitted. I will never suggest this company to others and will be looking for a new home owner Warranty for appliance and not renew with HWA.
Nancy, my apologies for the delays you've encountered, we understand they told that something was going to happen and it never did, and I apologize because that is no the experience we want to provide to our customers, even though we are unable to give an exact time frame for each claim since it may vary on multiple factors such as vendor availability, the diagnosed issue and potential need of parts and/or replacement orders if you were given a time frame we should have kept our word, I'm sorry you feel the need to make this decision and you will not be renewing with us, hopefully, one day will see you again and we will be able to provide the service you deserved. Thank you for your feedback. - Dembe.
Reviewed Dec. 7, 2019
I’ve been pleased with the results of complaints when I’ve called HWA with problems. Their reps are very helpful. And they’ve always come through. I live in a rural area, and it’s very hard for them to find somebody. And when they finally find somebody to come out, it’s usually the serviceman that’s the hold-up. I usually have to call them myself. They give me the number of the person and I give them two days. And I don’t hear from them, so I call them and find out when they’re coming, and usually it’s within a week. It's only with things that could wait, and it wasn’t a big problem. But the time we had a problem with the air conditioner they came out pretty quick. Everything’s been good.
Gail, Thank you for leaving us this review based on your firsthand experiences with us. We are pleased to hear that you are satisfied and we look forward to servicing all your future needs. Please don't hesitate to contact us by phone or live chat at www.hwahomewarranty.com should you need our assistance. Thank you for the feedback. - Dembe.
Reviewed Dec. 6, 2019
This is one of the worst home warranty companies ever. I am a Realtor and I have been referring clients for years, now I understand some of their concerns with HWA because the service has gone down significantly. My hot water heater went out and I was given the run around for 2 full weeks before finally having the water heater replaced. Two weeks with no hot water is unacceptable, and they had absolutely no regard for me or my family. They are always trying to get new business, yet they don't/can't handle the claims they get from current customers.
I was told they order in bulk to get the parts cheap, so I just had to wait. I asked if I could purchase the part and they just pay my plumber the same amount they would pay their service provider or if they could have their service provider install it to expedite this matter. I was told no, I just had to wait until they were able to take care of it. Everyday I was told there were no updates and I got the runaround repeatedly from customer service reps and supervisors. 2 weeks without hot water, heating water to try to take hot baths and wash dishes, going to family to take hot showers, all unacceptable!!!!! This is not what you expect from a warranty company.
I had another claim a few months after moving into my home and that was not covered, so I had to pay the service provider the initial service fee and additional money for the work that was completed. HWA is not a warranty worth having if they take 2 weeks to replace a hot water heater and charge extra for repairs that they claim to cover. Needless to say I will never use them again or refer them to another person because the service is terrible!!! It's just about them making more and more money, while not handling claims in a timely manner or not covering the claim at all. Very dissatisfied customer!
Yvette, my apologies, we understand your frustration and we are sad you have made this decision, unfortunately, we are unable to give an exact time frame for each claim since it may vary on multiple factors such as vendor availability, the diagnosed issue and potential need of parts and/or replacement orders, however, what I can tell you is that we do not order the parts in bulk, we have contracts with different providers and we do not depend on having to make a larger order to get a better pricing, I'm sorry you were told different, and I'm glad to see that your claim has been resolved and hopefully we will be able to gain your trust back. Have a good day. - Dembe.
Reviewed Dec. 6, 2019
Our furnace went out Saturday 11/30. We are in Kansas, in winter, when it is 30 degrees at night. Hansen Mechnical came out to look on Monday 12/2 and could not get it up and running. It is a 17 year old furnace and parts keep breaking. The owner of Hansen said it is done for and put in for a replacement on Monday night 12/2. I have been calling HWA over and over and they said it is still under management review. They said it would take 24-48 hours and we are on day 4 with no response. Mind you.... I have a baby at home. We have no heat in our house and cannot live there. THIS IMPACTS OUR HEALTH AND FINANCES. This can also cause my pipes to freeze causing more damage to our home. I repeat... WE HAVE NO HEAT WITH A BABY AT HOME IN THE MIDDLE OF WINTER FOR 6 DAYS NOW. How?! How can a company operate like this?! I am literally crying and crying because we have to stay at different places. I am at a loss.
Brooke, our apologies for the situation that you're going through, we never want any of our customer to have this experience, we want them to feel they can rely on us and that we will always help them, I'm sorry that your experience has not been what you deserve, if please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Dec. 6, 2019
After being a member for 2.5 years I recently submitted a claim for my refrigerator/ice maker. Paid the $75 deductible to the service provider. Service tech said that 1 of 2 necessary parts Is no longer available. HWA also told me part is no longer a available. MULTIPLE frustrating phone calls to HWA and no resolution. 3 WEEKS and counting and all I get is a run around!!! Avoid this sham of a business!!
Sue, we're sorry to hear that has been your experience, we always want to help and provide an efficient solution to every claim, and my apologies that this has not been your experience, if you still have questions or if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Dec. 6, 2019
When I purchased the property, having a home warranty was part of the deal of my final sign-off. They gave me one year contract with Home Warranty of America and I just renewed it this year. I've had them for more than a year now. Signing up with them was all good. I have one other property with another insurance provider and I wanted to compare them.
Ravi, We are happy to hear you are enjoying our services if you have any future questions or concerns, feel free to connect with our support team through Live Chat or phone. Thank you for your comments. - Dembe.
Reviewed Dec. 5, 2019
HWA sold us parts of a home warranty they won’t even cover if we make a claim “in error”. They also have had “computer issues” that have caused them to take out the cost of the warranty every couple weeks from our bank account and then act like it’s no big deal to reimburse us. STOP stealing money out of my account “in error”. SHELLEY ** out of MN who is their sales rep refuses to call us back. What a thief! Don’t trust her or the company!!! RUN!
Chris, my apologies, we always strive to provide an awesome customer experience that is handled with transparency and efficiency. I' sorry to hear about the charges this is not something that we take lightly, and we understand how frustrating this is, if this is still unresolved please use the message option here to respond, and be sure to include your account number. Thank you for your feedback. - Dembe.
Reviewed Dec. 5, 2019
I had good experiences with Home Warranty of America and I was happy with them up until an incident a couple of months back. Something was wrong with my air conditioner and they didn’t wanna fix it. The people that they sent over to my house disconnected some stuff and the only other people that have ever been in my attic besides me was My Guys Heating & Air. I knew the gas was on because it was on the year before when I turned the furnace on. They wanted to sell me a $9,000 air conditioning system and when they sent the problem back to the warranty people, HWA wasn't gonna cover it. I was gonna have to pay $1,400 out of pocket and they offered me a buyout. They said they would send me a check for $500 so I took it.
I called another guy, and he was so mad when he saw that how easy it was to fix and that they turned the gas off for no reason. It was probably a $100 fix and I paid them 75 to come out. Once they’ve come out, your money is gone and you’ll never get it back. You get screwed. If you read the Google reviews on the internet about My Guys Heating & Air, you will hear the same story. They’re a bad company.
Gerald, Thank you for taking the time to leave us a review and we are happy to hear that for most of it, you've had good experiences with us, I'm sorry you experienced this situation with your claim, we will take into what so this never happens to anyone, if you have questions please use the message option here to respond, and be sure to include your claim number. Thank you for your feedback. - Dembe.
Reviewed Dec. 4, 2019
I think the previous good reviews must be relatives of the owners or employees. I am a nurse. I understand how to provide service and how to make people feel prioritized, and respected. For the last 3 weeks I have not had heat in the city of Chicago. It is December. I’m a single parent of a daughter with asthma. I relied on this warranty during the purchase of my home believing that they would live up to the expert service that they promised. Yet, three weeks later my house remains bone chilling cold. I call everyday to every other day. They apologize really well while there is no recourse to speak to anyone in authority except the front line call center.
After holding them on the phone I got a supervisor who must have written the script the front line person used because her only help was to reiterate that there was no one else I could speak to but them. Back office people don’t talk to customers. I guess that is the way they can go home and sleep in their warm beds while I have no heat for three weeks. I wish I had chosen elsewhere. I wish they delivered on what their fancy ad promised. I could go on about their lack of follow through with return calls, how long they put you on hold, how the first contractor didn’t file a report so I was penalized and had to start over with a different one. At no time other than them claiming they can imagine how I feel did they offer any other solution. Oh wait! They offered me cash I believe 700 or 800 to accept for a Carrier high efficiency furnace (I paid extra to have a high efficiency replacement). Are you kidding me! That they said I could have in a few hours.
I guess their goal is to break you down and make you give up. The kicker, if my pipes freeze and burst (remember it’s December in Chicago) they only cover normal wear and tear so that wouldn’t be their problem. One of their employees was kind enough to remind me. I am praying tomorrow is another day and maybe I’ll finally get the care I deserve as a customer.
Sharon, I'm sad to see that this has happened to you, I understand how hard it is to be without heat and I apologize that your claim has not been resolved yet, our goal is to always provide a solution as efficiently as possible while providing the best customer experience, I'm sorry this has not been your case, we want to make you feel you can rely on us and that we will take care of you, if you still have questions or if the claim is still unresolved, please use the message option here to respond, and be sure to include your claim number. Thank you for your comments. - Dembe.
Reviewed Dec. 4, 2019
I've got HWA for quite a while, and I would recommend it.
John, I'm happy to hear you are enjoying our services. If you have any questions, feel free to connect with our support team through Live Chat or phone. Thank you for your comments. - Dembe.
Reviewed Dec. 3, 2019
I bought a house and had an HWA policy from the seller. Unfortunately, it has been a total waste of time and money. I submitted three claims so far. The first was for a garage door issue, which was fixed quickly, but the tech had to almost double his service fee from $40 to $75 because of HWA, so my cost increased. The other two issues they haven’t even bothered to fix. One is plumbing related, where they told me I had to get my own plumber, but after calling around I discovered that no plumber will work through them because of their bad reputation. Had to pay to fix it myself. Last problem has been open for 10 days with no movement from HWA, so I fixed that myself too. Save your money and skip this worthless insurance.
Jason, I am sorry to see that your experience with HWA has not been what you deserve, and I'm sorry about the delays you have experienced and that we have yet to provide a vendor for you, one of our main goals is to always provide a solution as efficiently as possible while providing the best customer experience, we are sorry to see this was not the case especially since you have never received the visit from the technician, if you still have questions or if it's still unresolved, please use the message option here to respond. Thank you for your feedback. - Dembe.
Reviewed Dec. 3, 2019
I used HWA because my air conditioner went out. The contractors were very nice and professional. They went about their business, didn’t make a mess, got through and left. I’ve got a contract on my pickup which is getting some mileage on it. I just had to spend a chunk of change on it because what they had covered, they didn’t pay anything on. Said it wasn’t covered. Aside from that, I called once about my washing machine, which was a minor problem. The gentleman that I spoke with advised me, “You can do what you want to.” But he said if it doesn’t cost just a bit over $100 where you got to pay $100 deductible, he would go that route. I did and he was correct. And then with the air conditioner last summer, everything was fine. I was very satisfied with it. I tell other people the warranty is not very costly per month. I’m on a very limited income and it works out nicely.
Good Morning, Shirley, We are happy to hear you are enjoying our services and that you have gotten your claims resolved and provided with the customer service you deserve if you have any future questions or concerns, feel free to connect with our support team through Live Chat or phone. Thank you for your comments. - Dembe.
Reviewed Dec. 2, 2019
We had two plumbing issues within a few months. We bought the extra sewage protection for additional cost of 285.00 so the first issue our toilets started bubbling and gurgling and they sent a construction company come out to look at the problem. They never came in, they only said looks like roots in the catch and left. Was there 10 mins top. We waited to hear back, never heard back so we called 4 days later and were advised they didn't have anybody to come out and they were looking.
3 weeks later the problem got worse and stuff was now coming up into the drains and it was needing to have something done immediately as it was critical, called them again and still the same story, they had no one to come and look at the problem. We were told we could find someone and just to have them call for authorization. It was late they day and critical and we just had to go with someone that could fix the issue. Super frustrating. We complained and they reviewed and spoke to the person we called and told him that they would be paying us back some of the costs, still heard nothing on that, that cost us 1200.00 out of pocket. Been a few weeks now.
So then recently we had another issue on another pipe. Again they sent the same construction contractor and this time he came in to diagnose the problem and said worst case we would have to remove the wood walls to get to the pipes. He sent to HWA that we needed to unblock the pipes with a jetsetter to clean out the pipes. We asked them that we didn't want that company to service the claim and needed to have someone call us by last Friday and that did t happen. Today we called for an update and they again had no one to come to the house to fix the problem. They had procedures.. blah blah blah, so they were hung up on and we called a professional plumbing service to advise the problem.
The pipes broke and will need a replacement from the bathroom upstairs to outside so this again is going to cost us over 2k. This company is horrible and not worth the money paid. Buyer beware. Alot of the bad reviews are spot on with how difficult it is to work with a company that can’t provide the service you think your paying for let alone have service providers to do the work.
Good morning, Tiffany. Based on the details from your review, I can certainly understand the frustration you experienced. I am sincerely sorry that this was your experience, and that it has happened twice already when we are unable to locate a vendor the claim goes to our No Service Vendor department and they provide us with someone that could service your claim, I'm sorry this never happened, If you still have questions or concerns, please use the message option here to respond. We are always looking for ways to better our service, and your feedback is an invaluable part of that process. Thank you for your comments. - Dembe.
Reviewed Dec. 2, 2019
I've been with Home Warranty of America for quite some time now. I switched over from American Home Shield, which had left me without heat for three months. When I first signed up with HWA, I was told that I wouldn’t have those kinds of issues with them. But when I had a leak in the roof, I was told that I had to find my own people to fix it. Then they said, "You gotta make sure that this and that are done and you have to send us this." By the time all that stuff gets done, the ceiling and everything else are gonna be ruined. To say I was pissed would be a very lowball estimate.
Everything went fine with my most recent claim though. The contractor showed up, went down, and looked at the water heater. Then they had to leave for about 20 minutes to get the part because they didn't have it in the truck with them. They then came back and put the new thermocouple in. They were in the basement for about 20 minutes. And they also explained everything they were doing and everything that had to be done.
Paul, our apologies for what you've experienced with your roof claim, that is not the customer service we work hard to provide, our goal has always been to provide an effective solution and we apologize that this was not the case, you should had been offered a different solution and not what you were told, and I'm glad that in your second claim you experience the customer service you deserved. Thank you for the feedback. - Dembe.
Reviewed Dec. 1, 2019
Home Warranty of America hasn't taken a deduction for me for this month, but overall, I'm pleased with their service. The contractors notified my before they arrived and I haven't had any problems since they have been out.
Hello Cheryl, I truly apologize for the delay in the response. Thank you for the excellent review, Cheryl! Nothing gives us a greater sense of pride than providing our customers with peace of mind while building trust and loyalty. We are so pleased to know that you have been satisfied with your coverage and service. We thank you for taking the time to let us know, Cheryl, and we wish you a fantastic weekend! - Tobias
Original Review: Nov. 30, 2019
Two weeks ago I filed a claim with Home Warranty of America, a technician came to my house, looked at my dishwasher, the parts were approved to be replaced. Now Two weeks later, I'm still waiting for my dishwasher to be repaired. I've called for status and the parts have not been ordered yet. I've been told due to a system change over, I'm having to wait on my parts. I've just survived Thanksgiving, and a Football party with no dishwasher, I'm also a family of 5, because I have children. I'm wondering what it will be like when my air conditioning/heater fails, I'll have to wait three weeks for a repair? This is completely and totally unacceptable. I asked to speak with a manager, I was told they'll get back to me in 48 hours. They have no trouble at all taking my money. Are they expecting me just to go purchase a new dishwasher?
Good Afternoon Michael, On behalf of HWA, I want to extend my sincerest apologies for the negative experience that you had. We do not want our customers to experience issues with claims especially in this time of year, we are working hard in bettering the experience for our customers, and I apologize that you’ve had a claims that not been the process you deserve, We are always looking for ways to better our service, and your feedback is an invaluable part of that process, as we can use it to provide coaching to those involved and improve processes going forward. We hope to get the chance to provide you with an outstanding experience in the future.
After reviewing the status of your claim, I was happy to see that you have already taken care of the issue with your dishwasher, we have already processed your cash-out option. Please if you do have any other questions, issues or concerns, don't hesitate to let us know. Here is our contact information for you. (888) 492-7359 Sales: Monday-Friday: 8 a.m.-8 p.m. Saturday/Sunday: 8 a.m.-5:30 p.m. Claims: Monday-Friday: 7 a.m.-8 p.m. Saturday: 8 a.m.-6 p.m. Sunday: 9 a.m.-5:30 p.m or you can reach us at Live Chat and Social Care: Monday-Friday: 8 a.m.-5 p.m. CT. Thank you and have a wonderful day. - Tobias
Reviewed Nov. 30, 2019
I’m pretty good with HWA's website to submit claims. Usually, I get an email that the contractor is gonna be calling me and talking to me about it to set up the appointment. The only shortcoming is that you’re trying to explain what’s wrong on a web form when it does better to talk about it face to face. I’ve also always had the contractor call me up and I have to repeat the same thing to them to explain everything. HWA's contractors are not top-tier home improvement guys. Whoever takes the home warranty contract needs the business and aren't the greatest guys. Once, I had a problem with my refrigerator and I had to call twice because the first guy didn't fix it. But it turned out the second guy was the same as the first guy and finally got it right.
Good afternoon Doug, Based on the details from your review, we are sincerely sorry that this was your experience with our service vendor providers. We hope to get the chance to provide you with an outstanding experience in the future. All feedback that we receive is valuable, as we can use it to provide coaching to those involved and improve processes going forward. We are so pleased to know that you have been satisfied with your coverage and service, please if you do have any other questions, issues or concerns, don't hesitate to let us know. Here is our contact information for you. (888) 492-7359 Sales: Monday-Friday: 8 a.m.-8 p.m. Saturday/Sunday: 8 a.m.-5:30 p.m. Claims: Monday-Friday: 7 a.m.-8 p.m. Saturday: 8 a.m.-6 p.m. Sunday: 9 a.m.-5:30 p.m or you can reach us at Live Chat and Social Care: Monday-Friday: 8 a.m.-5 p.m. CT. Thank you and have a wonderful day and weekend. - Tobias
Reviewed Nov. 29, 2019
For three years that I've had Home Warranty of America, my experience has been fine. I've filed a couple of claims to them and the technicians that they've sent out have been fine too.
Good afternoon Cindy, our apologies for the delay in the response. Thank you for the excellent review, Cindy! Nothing gives us a greater sense of pride than providing our customers with peace of mind while building trust and loyalty. We are so pleased to know that you have been satisfied with your coverage and service. We thank you for taking the time to let us know, Cindy, and we wish you a fantastic weekend!- Tobias
Reviewed Nov. 28, 2019
I wish there was an option to give zero stars. I contact HWA because there is a problem with my water heater on 17th Nov. Today is 28th Nov and isn't so much as an acknowledgment of my request been received. I have a platinum plan (which I believe is the highest tier and the most expensive).
Hello Aman, and thank you for this feedback. Once a claim is filed, HWA will assign a service vendor within 48 hours and you will be contacted with that information. Since so much time has passed without hearing anything, we suggest that you get in contact with us ASAP using one of the following methods: https://www.hwahomewarranty.com/contact-us, so that we may verify the claim was properly submitted and there are no outstanding issues. We are sorry for any confusion, and we look forward to hearing from you so that we may assist. Thank you, Aman, and have a great day.
Reviewed Nov. 28, 2019
We were first-time homeowners then when we acquired Home Warranty of America, and we've had them for nine years now. Submitting a claim to them has been smooth and easy. I usually go online or call somebody. I found their website easy to use. They tell me that I'll get a call within 24-48 hours and that has always been the case. And they tell me who to expect the call from. The contractors that they have dispatched have all been good with the exception of one dude who just wasn't reliable and didn't show up. Everybody else is good, solid people. They have been responsive and helpful.
Thank you for sharing your experience, Paul! We are thrilled to know that all of your claims have been handled quickly and with excellent customer care. We would also like to thank you for being one of our long-term customers. Nothing means more to us than knowing we have earned our customer's trust and loyalty, so we appreciate you sharing with us! We look forward to serving you for many more years to come, Paul, and we wish you a wonderful holiday season!
Reviewed Nov. 27, 2019
Our LG refrigerator stopped cooling on Nov 2, 2019. I called HWA and they sent out a repairman who messed around with it for a few hours and told us the LG has issues with their condensers however, he said it needed a new coil so he ordered it. After several calls (not returned) and texts he showed up 10 days later and installed the coil. The fridge and freezer still won't cool so the next day he showed up and messed with it for about 5 hour and determined it was the condenser. He had one in his truck and needed to talk with HWA to see if he could use it. Never heard back from him.
Called HWA and talked with Joseph. He said they would order the condenser from LG, and it would take 48 hours to get here and PROMISED I would have my fridge up and running by Tuesday or Wednesday the 27th or 28th. Because I'm hosting Thanksgiving. It's now the 28th, the day before thanksgiving and no call. No nothing. Just got done talking with Georgio at HWA who told me they don't order the parts. I have to!!! I was hosting Thanksgiving for 20 that I just had to cancel because these people don't know what they are doing and use uncertified repair people. Sorry this is so long. I actually left some stuff out to shorten my review. Would not recommend them to change a lightbulb nor will I be renewing my contract with them!
Good afternoon Chuck, Based on the details from your review, we can certainly understand the frustration and upset that you experienced. We are sincerely sorry that this was your experience with the refrigerator claim, and we hope to get the chance to provide you with an outstanding experience in the future. All feedback that we receive is valuable, as we can use it to provide coaching to those involved and improve processes going forward. We also want to apologize for the communications issues that you described above. There are no excuses for the lack of responsiveness that occurred during your calls to our Customer Care Team, and we are always working on ways to improve. Please if you do have any other questions, issues or concerns, don't hesitate to let us know. Here is our contact information for you. (888) 492-7359 Sales: Monday-Friday: 8 a.m.-8 p.m. Saturday/Sunday: 8 a.m.-5:30 p.m. Claims: Monday-Friday: 7 a.m.-8 p.m. Saturday: 8 a.m.-6 p.m. Sunday: 9 a.m.-5:30 p.m or you can reach us at Live Chat and Social Care: Monday-Friday: 8 a.m.-5 p.m. CT. Thank you and have a wonderful day. - Tobias
Reviewed Nov. 27, 2019
My husband and I recently purchased a new home and within the first week we started having issues with our HVAC system. I contacted HWA to have it serviced. The first provider that they sent the work order to never showed up and after 4 days, I contacted them again to send the order to another company. The second company came out and got the system working again but told us that the bearing in the unit was going bad and would need to be replaced soon. Within a week, the bearing seized and the heat went out. I called HWA again to recall the service the day the heat went out.
Now I have been waiting almost 2 weeks with no heat to get them to approve the service order and send the provider back out to replace the unit, even after my husband and I approved the out of pocket cost for what the warranty wouldn't cover. This is absolutely ridiculous and every time I call to follow up and find out what's going on, I get a different person who has no notes in the system as to what we are waiting for. I keep getting told 24hrs before I can get an answer and with the holiday and the fact the the service provider doesn't work on the weekends, it will be over two weeks without heat before the actual repairs get done, which means I won't have heat in my house for Thanksgiving.
Hello Melissa, and thank you for the feedback. We hate to hear of the frustration and hardship you have experienced during the processing of your HVAC claim. Typically, once the out of pocket costs are approved, the claim moves forward and we are just waiting on the service provider to reach out to the customer and schedule an appointment for the job. Unfortunately, we are at the mercy of the service provider's internal schedule; this, along with it being peak season for HVAC repairs and installs, can result in a longer than normal wait for an appointment. We hope this information has helped clear up any outstanding questions or concerns; if not, please feel free to contact us using any of the methods listed here: https://www.hwahomewarranty.com/contact-us. Thank you, Melissa, and have a great day!
Reviewed Nov. 23, 2019
I am going on three weeks trying to get a situation resolved. When I called initially, I had some warm water but my water heater wasn’t getting water hot. Plumber came and told me it was a broken knob. But I had hot water for one day then nothing but ice cold water. This is when things went downhill quickly with HWA. Apparently, the plumber reported to them that I needed a whole new front assembly yet the model is old enough that replacements are difficult to locate. HWA agreed to a new hot water heater and I was please try surprised but this. However, since this approval the following has happened: a vendor service person at HWA told the plumber they tried to call me twice in one day, leaving me a message once.
This did not happen AND when I called to agree to uncovered charges and told the customer service person about this, she went looking into the record of calls since they record everything. While a call was logged on my file, NO CALL could be going in their records! Lie 1. The same woman worked with me for almost two hours to get the approval to the vendor so he could replace my water heater the next day. She guaranteed the approval would be send that night or first thing in the morning.
Lie 2 as the vendor still has not heard from them four days later. When I called to find out what happened I was given an entire new process story that included research about buying the new water heater. When I asked to speak to a supervisor I was told that would not speed up the process and was put on hold for five minutes when I insisted. Apparently no supervisors or managers were available but one would call me back that day. I asked three times for affirmation that a manager was to call me back that day so that it would be on the recording of the phone call. I was assured it would happen.
Lie 3 since I’ve yet to hear from anyone at HWA and it’s been three days. So I went from warm not hot water to freezing cold water and an approval for a replacement water heater but I can’t even talk to a supervisor about how the story keeps changing and no one follows through with what they tell customers. My plumber has a water heater, is ready to come do the replacement and I’m forced to continue without hot water because HWA seems to have a complete disregard for their customers’ circumstances.
Good Morning, Cassandra. First and foremost, we want to offer our apologies for the situations you described in your review. We can most definitely understand the frustration and upset that you have experienced during your water heater claim, and we are sorry that this has been so stressful. Having said that, please know that we are working diligently to improve processes within our company to ensure that we provide consistently great customer satisfaction. There is never an excuse for anyone on our team to lie or mislead one of our customers, and that is not the way we do business. We strive to operate in a straightforward and transparent manner, so hearing that you experienced anything less than that is very disappointing. The feedback that you have provided in this review is very valuable, and we will certainly utilize it to help improve our practices. We hope to have another opportunity to serve you in the future, Cassandra, and we wish you all the best.
Reviewed Nov. 23, 2019
Just wasted an hour trying to open a claim on HWA. Their website says my account is suspened, even though I have been paying my monthly dues all along, most recently on 11/21/19(2 days ago). I call 888 number and they take all my info and say, yes it is suspended, you have to talk to accounting. I wait to connect to accounting(another 5 minutes), then give all my info again, and she says yes it is suspended, but due to our systems issue(not due to me as a customer who has been making monthly payments per contract), BUT she can transfer me to another department who can go around the suspension and open a claim.
I AGAIN wait for 5 minutes. I HAD to GIVE all my account info AGAIN for the 4th time. she asks ridiculous questions like where is the dishwasher situated in the house. Where else can be other than a kitchen? So dumb! Then on hold for another 10 minutes because she has to work around my "suspension". It's not my suspension, it's your own failures!! Then she finally opened the claim, and has the nerves to ask me to fill out a CS survey in a few days. This is the most ridiculous process for a large company. This should not happen in this day of technology. Stay away from HWA!!!
Good evening, Rizwan. We are so sorry that you had to experience this system issue when trying to open a new claim. We can certainly understand how totally frustrating this was for you, and we apologize. We do our absolute best to quickly identify and resolve any system issues that may arise, all while affecting as few customers as possible. We appreciate your patience as we worked through this issue, Rizwan, wish you a wonderful week!
Reviewed Nov. 23, 2019
HWA does nothing fast. When my A/C broke in late spring, it took over a month for HWA to send the needed part to the technician. Now my heat is broken and I’ve been waiting over 7 days for HWA to authorize a repair/replacement. Their contract states they’ll get someone out within 24 hours but I have no recourse and no escalation options even when they’re 7 days late on their SLA.
Hello, Scott. Thank you for taking a moment to share your experience with us. There are many factors that can contribute to when a replacement part is received and available for install. Low inventory is something that service providers tend to run into, especially during peak season. In addition, once a part is secured and ordered, we are at the mercy of service provider's internal schedule. Once again, during peak season, you will find that the wait time for an appointment is generally longer than usual. Just to clarify your statement about dispatching a technician, our contract states that we have 48 hours to assign your claim to a certified service provider. Once that occurs, the service provider will contact you to set up an appointment, based on their schedule availability. We hope that everything went smoothly with your heating claim, Scott. If there is ever anything we can do for you, Scott, please do not hesitate to contact us using one of the following methods: https://www.hwahomewarranty.com/contact-us#0. Thank you for the feedback, Scott! We wish you a wonderful week!
Reviewed Nov. 21, 2019
(You must read to the end for the real problem.) I purchased a home warranty for the 1st time ever in April of 2019. Was told that after a $75.00 service call fee EVERYTHING would be covered up to a total of $5000 per contract for HVAC system(s) repair regardless of how many or which unit was the problem. Perfect! No problem at all. October 22, 2019 1 of our 3 heat pumps quit. I called HWA, they sent ARROW SERVICE in Pelham/Birmingham, Alabama area. (The weather turned sharply cooler so we didn’t need a/c immediately.)
As I said in summary. I called HWA and filed/opened a claim around the 26th of October. HWA notified me who they were sending was ARROW SERVICE, of Pelham, AL. Arrow contacted me the next day and set the appointment for 5 days later. They arrived when they said they would. The technicians were young looking and said the fellow who was with him was training. They arrived, each of them in a nicely marked company vehicle. No uniforms for the techs and the lead tech was wearing a t-shirt with a graphic while sporting a ponytail. I’ve got no problem with that, it just wasn’t very professional.
I showed them where the unit was in the attic. I didn’t stand over them or even remain upstairs. About 5 minutes later they were both back downstairs and were writing out details of what they needed- I was surprised at how quickly they had diagnosed the problem and asked what they’d found? He said we would need a new air handler and coil...while he was still writing, he said he needed to see the compressor. He was back in less than a minute and said the king valve was bad as well. Also, the system didn’t have any freon. Said HWA would Make the final decision but most likely a completely new system. A full 7 days later HWA still hadn’t given me any update despite daily calls starting on about day 3. Always said they didn’t have all info from Arrow. I called Arrow, they said HWA had everything.
Finally, on the 8th day I called HWA and the rep said it was approved. They were going to replace the system and all I would need to pay ARROW was an additional $1350!!! These were fees that HWA didn’t cover. I said WHAT??? I hit the ceiling, the young heavily accented rep would only say you should have read your contract, this was legal and I should call ARROW. I said, when I bought the contract I asked what I was responsible for and the sales rep said only $75.00. She said I should read the fine print. I then asked for a break down, she said $450 is for a calculation fee, $350 for modification to plenum, (that’s the shiny silver insulated box that goes to the return) $250 for the duct to be reattached. I stopped her there and asked her what a calculation fee was, she said she had no idea. I spent a good 45 minutes on the phone talking in circles. I didn’t bother getting the rest of the fees; I was blistered.
I called Arrow and the woman who answered said her name was Karen. I told her who I was and I was calling to see if the HVAC repairs were approved, she then asked if l had called HWA, and I said no. Why? She said I’d need to call Arrow for an answer. Then I told her I had, and asked why there was $1350 in additional fees. She said that is what they collect on all their system installs. I asked what the calculation fee was for, she said she didn’t know. I asked for a reduction. She said that was not possible. Oh Boy!!! I asked for the manager or owner she said, "Speaking," and said she was co-owner with her husband.
I asked for him, and she said he was out to lunch, but he would call. Two hours passed, no call back, I called again and asked for him, she said they decided not to do business with me and he wasn’t going to speak to me. (She also hung up on me 3 times during this exchange) I needed to call HWA, that they were aware of the issue and could do a buyout. I said what? She said HWA would just pay me and let me get my own person to do the job. I said ok, I’d check into that option, but I still wanted to speak to her husband. She hung up on me.
Back to HWA- So, I called HWA back and asked what the buyout would be. Rep was a guy this time, he said $800!!! FOR A WHOLE NEW HEAT PUMP SYSTEM!!! I asked him how couid I purchase a new system for $800 and have it installed? He said that would be up to me, but based on their calculations they would pay me $800. He offered to send another company out. I said ok and he set it up.
I got a call a bit later from an HVAC company that asked when I was available? I said anytime. She said is now a good time? I said yes. He was there within a couple of hours. He went upstairs and in about 3 minutes came back down. He said, "I replaced a 5 amp fuse" and the system is on. It is working perfectly and has been now for 2 weeks. I’ve contacted the rep for HWA, VALARIE **. She’s based here in the Birmingham area. I’ve also asked for someone from the business office to call. I haven’t heard a peep. That’s HWA for you.
Good afternoon, David. We are sorry to hear of the confusion regarding the cost of repairs, as well as the issue with the service provider originally assigned to your claim. To clarify, the $75 charge represents the trade call fee for your account; the trade call fee is due any time a technician is dispatched to your home to examine and diagnose an issue that you have reported. This fee covers the tech's time out at the residence, and does not cover any additional charges (such as upgrade fees for new system installations, damage caused by improper installation, etc). We do our best to ensure that our contracts are easy to read with straightforward language. As an example, we do not have any fine print in our contracts. Additionally, all non-covered items are printed in bold, below each description of a covered item. We want our customers to be fully aware of what their contracts do and do not cover. Please keep in mind that your contract is available for viewing at all times on www.hwahomewarranty.com. As for the service provider that was assigned to your claim, we apologize on their behalf. We have a stringent set of guidelines that all of our contractors must meet in order to maintain a partnership with HWA. If you ever have a poor experience with one our our authorized vendors, please let us know via one of the following methods: https://www.hwahomewarranty.com/contact-us so that we may pass the information along to our vendor selection department. And finally, David, we are so glad to see that your HVAC repair was completed with a very simple fix and no out of pocket costs except for your trade call fee. Thank you for taking the time to share your experience, David, and have a great week!
Reviewed Nov. 21, 2019
Here is the review which I left for the third rate "company" which Home Warranty of America selected for our needed services which was located over 1.5 hours away from ours. This company was unfortunately selected for our household by Home Warranty of America which will be reviewed next. The representative arrived at our house and was able to smell unbernt fuel oil when the wind was registered at less than 0.2 mph.
After inspecting our fuel oil heater he said it was a great system but due to an improper installation "when it is windy we will experience strong smells of fuel oil". He then forwarded information to Home Warranty of America that suggested an installation of a field control system. He informed that company that it was a hard $2000 to implement this system. The recommended part is worth $40 and labor should run less than $140. This company needs to realize that there are checks in place for this type of thievery.
After receiving the estimate from this company home warranty of america responded saying that aftermarket components were not under their warranty. The companies charging my family (both referred to above) don't seem to care if we out of nowhere just stop paying them due to our untimely demise. I personally am disgusted by both of these businesses and I will be contacting our loan provider in regards to our permanent disability applicable value loan which we have taken out for this home.
Reviewed Nov. 20, 2019
I could not recommend this company less. We have been living in 29 degree weather with a 10 week old baby for the past month because they are waiting to authorize the purchase of our new HVAC unit. We were told the purchase was approved over 3 weeks ago, and yet somehow has still not been ordered, let alone installed. Each time we call and speak to a claims representative we are told they are expediting the process and that we'll receive a call back in 24-48 hours. After 3 weeks we have yet to receive a call. I find it not at all surprising to read the 100s of other terrible reviews, and would be even less surprised to see a class action lawsuit come from this, or some sort of expose piece. A company approving a new unit and then keeping an infant in below freezing temps is beyond heartless, unethical, and unacceptable.
Good Morning, Grace. We sincerely apologize for the hardship and frustration that was caused during the processing of your claim. There are multiple factors that could have contributed to the delay in getting the system ordered an installed, but we understand that this is not the point of your post. We are working diligently to improve processes in all areas of our business, and we appreciate the patience you have shown as we make and implement these improvements. We appreciate your valuable feedback, Grace, and we wish you the best!
Reviewed Nov. 20, 2019
I have been a loyal client of Home Warranty of America for over 12 years. I have paid in excess of $10,000 in premiums. This fall their service provider informed me my heating unit needed to be replaced but to replace it my costs would be $3,500. When I asked how much their share was they refused to answer. I feel I have been robbed for the past 12 years. My claims have been minimal. On some claims home warranty of america could not even find a service provider and it was up to me to find someone and ask them to call home warranty of america to see if they would work with the company. I could not find anyone so I had to pay that claim out of pocket!!!!! Vendors do not like working with home warranty of america!!! Today I cancelled my service after 12 years and do not recommend them to anyone. They do not have your best interest in mind. Just their premiums you will pay.
Good afternoon, Richard. We are sorry to hear that we have lost you as a customer after 12 years of providing you with the peace of mind that an HWA home warranty can offer. As for the heater claim, it is not uncommon for there to be some out of pocket (or customer responsibility) costs. The majority of these costs have to do with upgrades that are required to make the existing components compatible with the new, replacement system. We do make sure to clearly outline these non-covered items in our contracts, in an effort to ensure that there are no surprises to our customer. We are sorry that you had an experience where you had to find your own contractor; this doesn't happen very often, but when it does, we do have our customer pay up front, send us the paid invoice, and then we reimburse our customer. If we did not repay you, Richard, there would have to have been a reason. If you would like for us to take a look at that and clear up any confusion, please contact us using one of the following methods: https://www.hwahomewarranty.com/contact-us. Thank you, Richard, and we wish you all the best going forward!
Reviewed Nov. 18, 2019
Our dryer stopped working the night of Nov. 7th. The next morning I called the 800 number to initiate a claim for service. After being placed on long holds over 5 minutes, and hung up on twice we decided to file the claim online instead. We filed the claim online, and 3 days later still no update. I've called the 800 number every day for the last 5 days and their answer is still the same, "We are trying to locate a technician in your area, we have escalated the request". I do not live in the middle of nowhere, so I'm unsure why they cannot find someone to come service our dryer. This has been the most frustrating, terrible experience ever. Wonder what excuse they will give me tomorrow??!?
Hello, Porscha. We are sorry for the frustration that you have experienced thus far with your dryer claim. There are some areas that do not have service providers available, and that could be for several reason. It is possible that the providers we attempted to contact have schedules that are fully booked, or it could be that there is not a technician with that provider that is certificated to work on the dyer that you have. HWA has an extensive screening process that the service providers must go through, and that includes being certified to work on specific equipment. We certainly want only well qualified and professional technicians to service each claim, and at times that can cause a delay. In any case, we apologize that this caused additional upset for you. If there are any outstanding questions or concerns that we may address for you, please do not hesitate us by phone, or if you prefer, you may connect with one of our Live Chat agents from our website at https://www.hwahomewarranty.com. You may also contact us using the private message option on this forum; if you choose to do so, please make sure to include your claim number. Thank you Porscha, and wish you a happy and healthy holiday season!
Reviewed Nov. 14, 2019
This was the worst service experience of my life. I have been without hot water for three weeks and am told a different story every time I call. The technicians do not answer or return calls, the claims department doesn't know what they're doing and the concierge department is more of the same. I truly believe their business plan is to be as infuriating and slow as possible so that you are forced to pay for the repairing the issue yourself because you cannot possibly keep calling and waiting on hold. Secondly, if you think that incompetence would at least mean their service personnel were polite - you would be very wrong. Save your money.
Good Morning, Lili. We hate to hear of the troubles you had with your claim, and can certainly understand the frustration that accompanied you during the claims journey. Our goal is to always provide an efficient and seamless experience while maintaining a high level of professionalism, so reading the details of your review is troubling. Having said that, we are certainly aware that we have room to improve, and we are working diligently to improve processes within our organization. Feedback such as yours is incredibly valuable in identifying specific areas in which we need to focus our efforts. We thank you for providing this feedback, Lili. If you ever need to contact us, please know there are several ways to get in touch. You can view the contact methods here: https://www.hwahomewarranty.com/contact-us. We appreciate your patience as we work through these issues, Lili, and we hope you have a wonderful week!
Reviewed Nov. 14, 2019
Home Warranty of America originated with my mortgage when I first purchased my home. I had something similar on a previous home, and it worked well for me and I decided to just keep it for this one. I've been protected by Home Warranty of America for eight years now. It's more of a peace of mind than really return on investment sometimes, 'cause if everything's operating fine, then I'm not getting anything from it. But it has been helpful in the water heater and dishwasher. When filing a claim, I usually do it online if it's not an emergency. If over the phone, you're talking to someone right away, getting feedback quickly instead of waiting for a reply to an email. After I put the claim, they send it to a local contractor to handle it. That can be tricky sometimes if I can't get the right contact information. The contractors could've been better than others, but for the most part, they've been average to above average.
Good afternoon, Nick. We sure appreciate you taking the time to submit a review base on your own personal experiences with our company. It makes us very proud to know that we have earned your trust and loyalty over the last 8 years, and we look forward to the opportunity to continue serving you. Thank you for the review, Nick, and have a wonderful week!
Reviewed Nov. 13, 2019
Horrible company. Furnace broke. Reached out to HWA on 10/4/19 to file a claim. A tech came out following day. Looked at furnace for 10 minutes and rushed off to another appointment without fixing. I reached out to HWA the same day and requested to have another contractor come out and have been getting the runaround ever since. I have spoken with several different people all of whom have given several different answers as to why my furnace has yet to be serviced. I was told that my furnace would need to be replaced and then told that replacement parts needed to be ordered. I have been given the name of 3 different heating/air companies that are supposedly going to send a tech out to service furnace and when I reached out to the companies myself was told that they are either not affiliated with HWA or have no service order request for me.
I have called HWA daily to fix this issue and am being given the same rigamarole. At this point I am exhausted and having to suffer with being in a home with below freezing temps with a small child. What’s the point of having a home warranty if I am going to have to go through circles when filing a claim? Erin ** Louisiana
Good afternoon, Erin. We are so sorry to hear of the confusion associated with your recent heating claim. We can certainly understand the frustration you have experienced, and we apologize for the hardship. One of our main goals is to always provide a solution as efficiently as possible while providing the best possible customer experience, and we regret that this did not happen in your case. If there are still any outstanding questions or concerns related to this claim, please use the message option here to respond, and be sure to include your claim number. We would be happy to assist with any issues and make sure we get the claim moving in the right direction for you. Thank you for the feedback, Erin, and we wish you and yours a wonderful holiday season!
Reviewed Nov. 10, 2019
The people who we bought the house off set up Home Warranty of America for us. I call them when I have a claim and it's been fine with their representative. I had a two-drawer dishwasher with Fisher & Paykel brand and I had to find a company who would work on it. Also, I had a cooktop claim. I chose to purchase a higher grade one. I want an induction rather than the regular one, ‘cause it’s where our kids put their hands on the countertop. It’s in a very prominent place. And they gave me the choice of getting a gift card which was quicker or waiting for a check from them. This was May, and I am still waiting for the gift cards in the mail. I have rung about four times, the company there, Tango, and finally, got ahold of them. They sent me an email, and then I had to go into that and verify it. They’re supposed to be in the mail now. I’ve had to chase and chase for that. I’d never do that again. It’s $1,100, and that claim was going on from December last year.
I wished that I never picked that option. I did it ‘cause he told me it was quicker but now, they said it’d be five days to get a check from them. I had to wait 10 days for the gift card once I’ve gone through the system and confirming it. And they’ve taken $3 off each gift card, and I was never told that either. So, the service charges in the thing. It was because I wanted an actual gift card not electronic. Otherwise, the service and the help from the home warranty, with who to call at Tango, there was no fault with that.
Good afternoon, Janice! We would like to thank you for the excellent star rating and review! The notes on your account show that the original Tango gift card email was delivered on 5/7/19, so we aren't sure why there was a delay. We are pleased to know that you have since received the gift card, and we apologize for the delay. We appreciate your loyalty, Janice, and we wish you a fantastic holiday season!
Reviewed Nov. 9, 2019
Most unprofessional company I have ever worked with. Cost me $100 to have a guy come up and then an agent called me and laughed when he told me my furnace wasn't covered, said it was due to failure in A/C which they cover. So I told them to fix that and he said if we don't know it's broke need to send another company out to check that.... which would Cost me another $199. Absolute joke of a company and should never use them. Calling BBB for sure. These people are crooks.
Thank you - Digital Care
Reviewed Nov. 8, 2019
My heating board stopped working and they sent technician to fix the heating system. Today November 11, 2019 I am still waiting on someone to approve my claim. Each time they are telling me that will be approve in 24 hrs. I am very disappointed and it is worst insurance that someone can have it.
Hi Dino, and thank you for the feedback. We are sorry to see that your claim took longer than anticipated to resolve. We can certainly understand the frustration you experienced, and we sincerely apologize. If there are any outstanding questions or concerns regarding this claim, please don't hesitate to contact us so that we may check further into things for you. You can reach us by phone or if you prefer, you may connect with one of our Live Chat agents on our website. Thank you Dino, and we wish you a wonderful holiday season!
Reviewed Nov. 5, 2019
The home is an investment and you wanna take care of your investment. The house I bought came with a year warranty with Home Warranty of America. I mostly go online to submit a claim. The website is easy to use, user-friendly and self-explanatory. Then someone come out either that day or the next day, so it’s pretty fast. The people they select are very professional and explain the issue that’s on hand and they fix it then with no delay. I'm with HWA for about four years now. They've got good customer service. They’re understanding and get straight to the point. I tell other people to try Home Warranty of America. I guarantee they'll like it.
Good afternoon, Felix. We want to thank you for taking some time to write this review based on your personal experiences with HWA. Nothing pleases us more than to hear our customers talking about the outstanding service they have received with us. There is no bigger compliment than hearing that our customers have recommended us to their friends and family, so thank you for sharing that! We are proud to know that we have earned your trust and loyalty, Felix! Thank you for this feedback, and we wish you a fantastic holiday season!
Reviewed Nov. 4, 2019
I have had an "ongoing" issue with my AC unit since late August. I've spoken to countless numbers of reps, as well as have received calls as to the repair/replacement of my outside compressor unit. Every call has been either laced with disrespectful, one way statements with customer services reps or hang ups during the call. Furthermore, the incompetent "purchasing dept" has ordered the wrong part for the repair of my unit 3 times, and EVERY single time they've explained to me (in error) that the correct part has been ordered.
I have NEVER experienced a more unprofessional, incompetent, and subtly racist interaction with a customer service rep in my life. I have heard (in the background) countless reps disrespectfully arguing, yelling, and mocking customers on the phone and consequently laughing with their peers over the interactions, as well as speak in Spanish to each other making snide remarks. This company is a shining example of warranty companies ruining the reputations of their peers by displaying and interacting with complete disregard of what the business is supposed to do.
Good evening, Frank. We want to start out by apologizing for the confusion and frustration you have experienced during the claim processing for your AC. We can see in the notes that there were two different service providers assigned to your claim, and that they both issued a different diagnosis. This set off a chain of events that caused confusion for everyone involved, and we hate to see that you were caught up in that. Our customer service team work very hard to provide an outstanding experience for our customers, and we are so sorry that you received anything less than fantastic service from them. We are working very hard to improve processes throughout our organization, and we look forward to our next opportunity to serve you. Thank you for providing this feedback to us, Frank, and we hope you have an awesome week!
Reviewed Nov. 4, 2019
Let me start by saying that my issue with HWA remains unresolved. I first contacted HWA about my water heater leaking on Sunday, October 27, 2019. They told me that they only had one service provider (i.e. contractor at Cadiere Construction LLC.) in my area and that they would contact me soon to schedule an initial visit to diagnose the problem. If they didn't contact me within a reasonable time, they told me to contact the provider directly. Monday at 5pm rolls around and no word from anyone so I tried calling the service provider (no answer) and their voicemail box was full.
I called HWA and they tried calling them and actually got through (go figure). The service provider called me immediately and said they hadn't received the work order from HWA until midday Monday (not sure who to believe) and that they couldn't come to diagnose the problem until Tuesday between 2-4pm. Mind you, the service provider lives 0.8 miles from our home and it shouldn't take that long. Nevertheless, they finally arrive late at 5:30pm on Tuesday (didn't even call to tell me they were on their way) and it took literally 2 seconds to tell me I needed it replaced. He told me he would submit the claim that night and should be able to come install it on Thursday, Halloween (as long as HWA does its part in a timely manner).
I have been calling HWA every day because I still, to this day (7 days later), have not heard back from the service provider. I have called the service provider every day and they never answer. My husband and I left voicemails, and still, no word. Every time I call HWA they give me the run-around and will not give me a clear indication of when I should receive my hot water heater. This is horrible. I am also getting VERY conflicting information from different HWA customer service agents regarding when the service provider actually submitted their diagnosis. He told me he submitted it Tuesday night (10/29) and HWA told me he submitted it on Thursday (10/31) but I am not sure which is correct.
In my desperation, I have requested to speak to a supervisor multiple times and they told me that they did not have a supervisor there at the moment and that they couldn't give me their name/number/a callback. I also asked to be assigned a different vendor but again, HWA did not help me nor did they seem to have any sense of urgency regarding this matter. I am so upset and I'm not sure how many more cold showers I can take in 4oF weather.
It has been 9 (and counting) days without hot water. It's not even that difficult to install a hot water heater. We even requested that my husband pick it up from Lowe's so that he can install it himself but HWA denied us that option. Sadly, I already paid the service provider $100 on the day he diagnosed it (I thought it was weird that he would ask prior to completing the service) and since I've not heard from them, I will be submitting a fraud claim through my bank. Please heed my warning...I would DEFINITELY NOT recommend this company.
Good morning, Holly. Based on the details from your review, we can certainly understand the frustration and upset that you experienced. We are sincerely sorry that this was your experience with the water heater claim, and we hope to get the chance to provide you with an outstanding experience on your next filed claim. All feedback that we receive is valuable, as we can use it to provide coaching to those involved and improve processes going forward. If there are any outstanding questions or concerns on this claim, Holly, please don't hesitate to contact us by phone, or if you prefer, connect with a Live Chat agent on our website. Thank you, Holly, and we wish you a wonderful holiday season!
Reviewed Nov. 2, 2019
I have submitted 2 claims with HWA only to have NO customer service. They require you use their contractors- none of which call you or show up. If you want to use your own vendor they give push back. I had a hot water heater that broke on a Friday. I was told a contractor would call in 2 hours. No call. I called them- got voicemail. I called HWA back on Saturday - they would offer no 24 hour service provider. Note- my temperatures are in the 50’s and down to 30’s at night.
After having the “customer service” representatives regurgitate the same talking points over and over - I had to hold for almost 30 minutes only to have the “supervisor “ Oscar ** refuse to help me and behave in a very rude and without any empathy whatsoever. He refused to allow me to call a 24 hour service to get my water heater fixed and said if the contractor did not get prior approval HWA would not pay. Oscar ** did not care that we would be getting near freezing temperatures. Oscar ** refused to give me his supervisor’s name. He said no one would call me back above him anyway. No one in the company takes complaints and all I can talk to is the service center. HWA wants to take your money- but they don’t want to service the contract. They have no empathy for their customers. Oscar ** made it very clear he could care less about my situation.
Good morning, Carrie. We are certainly disappointed to hear that you received anything other than an outstanding customer experience, and we sincerely apologize. Our main goals include handling claims efficiently and with excellent customer care, and we are sorry that your story doesn't reflect HWA meeting those goals. The information in your review has been forwarded on so that feedback may be delivered to those involved. We appreciate you taking the time to share your concerns, Carrie, and we wish you a wonderful holiday season!
Reviewed Oct. 26, 2019
I have a carbon leak in my home. HWA sent their tech out. The tech was great, very thorough. Explained I have a crack in my system and need a new furnace. HWA has taken so long (still no response as I'm sitting on hold with them and typing this). They still don't know if they are going to replace my furnace that I paid for coverage for. They did this with my AC too and their tech broke my AC then said they aren't covering it. The company is a total scam. Going to the States Attorney with my Attorney to file a suit. If you're interested in being part of this reach out at **.
Good Morning, Angel. We are sorry to hear of the frustration you experienced during the claim process for the furnace. In reviewing the claim notes today, I can see that multiple vendors we contacted had full schedules, resulting in a longer than usual wait time for a tech to come out. Once HWA finds a vendor, the appointments are scheduled through that vendor, and based on their internal schedule, which is out of HWA's control. I can further see that the claim was approved, equipment ordered and installation completed on 11/1. We are pleased to see that this was resolved in an efficient manner, and we look forward to our next opportunity to serve you. Thank you, Angel, and enjoy the holiday season!
Reviewed Oct. 26, 2019
Home Warranty of America is a good thing to have and I’ve had them a long time. And whenever I have claims, either I call them or my daughter does.
Good afternoon, Darlene! We sincerely appreciate your loyalty, and we are proud to have earned your trust. Thank you for sharing your experience through this review, and have a wonderful weekend!
Reviewed Oct. 25, 2019
When I renewed with HWA, I just called and gave them my card. Thus far, I'm comfortable with their service. The techs they sent for the claim I submitted were good.
Wonderful, Shane! We are so pleased to know that your experience has been great so far, and that your renewal was so simple. We are pleased to have earned your trust and loyalty, and we look forward to serving you for many more renewals to come! Have a terrific weekend!
Reviewed Oct. 24, 2019
Call to get Oven serviced. Service man came within 48 hrs. Did not have part - have not heard anything about part for 10+ days. Called to find out when will be fixed - told me another service person would be out 5 days. Asked if new technician would have part - could not answer. Requested HWA to call Sears to confirm would have part. I finally convinced him to call Sears back after being ignored, requesting a supervisor, asking to be escalated, being disconnected, and given dead air.
He finally called sears - they don't have the part, they are still searching for the part, even though I can find it on their website, and see it is available. This company should go out of business as they are worthless. It will be 2+ weeks for them to fix my stove for something that should take 48 hrs or less. Calling my realtor next, and telling them not to have anyone use this company - BAD BAD BAD.
Good afternoon, and thank you for the feedback. We hate to hear that you had to wait longer than expected for your claim to be resolved, and we certainly apologize for the frustration this has caused. We are sorry that you had anything less than stellar service from our customer service team, as well. We are working diligently to improve processes within our company to ensure we provide best in class customer service on a consistent basis. Thank you again for bringing this to our attention, and we hope you have an excellent week to come!
Reviewed Oct. 24, 2019
The representatives at Home Warranty of America are very helpful. The contractors have been okay. I call, they come in, I give them a check, and they do what they gotta do. They’ve been very helpful as well. We’ve been a customer for three years. I like so I keep renewing.
Hello, Betty, and thank you for the feedback! We are delighted to hear about your excellent experiences thus far, and we are proud to know that we have earned your trust and loyalty. We look forward to the privilege of continuing to serve you, and we hope you have a wonderful weekend!
Reviewed Oct. 23, 2019
I work for a Realtor, and we use Home Warranty. When people talk about home warranties, I tell them it's the company to use. We recommend it with all of our listings, so I also got them when I bought my house. The Realtor handled the sign up and I just renew every year. For any claims I’ve had, I do them online and they've been quick about getting someone out there. I had my dryer fixed and my refrigerator was fixed twice. I’ve got a new furnace too. I’ve had good service and I’ve been happy with the contractors. In fact, I had an issue with my furnace at seven o’clock at night, and I had the contractor's personal cellphone number. I texted him that night, and he ran out because it was cold.
Good evening, Barb, and thanks so much for the awesome 5-star rating and wonderful review! We are so pleased to hear that your experiences have been outstanding, as this is the level of service we strive for with each customer interaction. We appreciate you taking the time to share, and wish you a fantastic weekend!
Reviewed Oct. 22, 2019
The contract lists everything that can go wrong in a home. However when you read the details there is nothing that it covers. We cancelled the warranty after paying $75/ to a vendor for coming in and telling me to go change the battery. This is a total rip off. The customer service are trained to say the same sentence over and over again.
Good Morning, Surya. We are sorry to learn the you are unhappy with claim process you had recently. The $75 you referenced is the trade call fee, and per the terms of your contract, it is due any time a tech is sent to the house. This fee covers the tech's time out at the residence, where s/he will troubleshoot & diagnose the issue. It is true that the contract outlines all exclusions in bold print; the reason for this is that we want our customers to have easy access to the exclusions so that there are no surprises if a claim is deemed not eligible for coverage. We are sorry to hear that you have cancelled your contract, and we wish you all the best.
Reviewed Oct. 22, 2019
We’re perfectly happy with Home Warranty of America. We’ve had two claims and the process was so easy. My gas oven went out, and then I had a dishwasher issue. Both were handled very professionally and the claims went smoothly. When I called the 800 number, the rep said they'll have somebody contact us and the people they hired to do that called me within 24 hours on both occasions. They were wonderful and they rectified the issues as soon as they could. They had to get a part for the dishwasher, and we just replaced the oven.
Good afternoon, Cindy! We wanted to thank you for sharing your personal experiences in this review. We are so pleased to hear that your claims were handled efficiently and that your overall experiences were outstanding! We appreciate the awesome 5-star rating, and wish you a wonderful weekend!
Reviewed Oct. 21, 2019
We filed a claim on October 5, 2019 for a non-functioning furnace. It is currently October 21, 16 days later, and we still don't have a working furnace. HWA debated a full replacement vs parts replacement. For a few days we were scheduled for a full replacement, now they are back to just replacing the motor. We live in Minnesota and have had many days below freezing temperature, so I find this timeline absolutely unacceptable, especially with a young child in the home.
Good afternoon, Bree. Regarding coverage, once a claim is submitted, a technician will come out to officially diagnosis the problem. The coverage will be based on the technician's diagnosis, recommended solution, and the contract terms.
Occasionally, claims can run a bit longer due to peak season, vendor availability and potential needs of part and/or replacement orders, however, we strive to ensure that we get our homeowners' units up and running again as quickly as possible. Rest assured, we are working diligently to improve processes within our company to ensure that we have consistently great customer satisfaction. Regarding your concern, HWA will only offer a replacement, if the item is no longer repairable or if the repair cost exceeds the replacement cost. HWA does warranty 30 days on labor and 90 days on parts from the date of initial service. During this timeframe, we can recall the claim to have the vendor to come back out if the issue persists or another issue arises. Please feel free to reach out to us by phone or live chat should you have any additional questions or concerns. Thank you for your time.
Reviewed Oct. 21, 2019
There aren’t enough service providers and even though I’ve had some issues fixed, I’ve had to change service providers a couple times. For instance, I had a washing machine issue, and it took four times for them to come out here to fix it. Finally, I told the service provider that somebody else had to come out and the owner of the company came out. I didn't have to pay $100 four times, but the time I had to spend taking off of work for four different calls was not acceptable to me at all. I've been with Home Warranty of America for three years and I didn't want to renew but I let the time lapse, and it auto-renewed.
I had a bad experience with my last service call on my ceiling fan issues. I’m supposed to only have to pay $100 and with two ceiling fan motors that needed to be replaced, the service provider charged 160. I was told I had to pay that extra $60 because that’s what the service provider charged HWA. It doesn't say anything like that in my contract though. I asked for a callback from a supervisor, but I never got one and my fans never got fixed.
Hello Robyn, and thank you for the feedback. We regret to hear that you had an issue with a claim taking longer than expected to be resolved. One of our top priorities is providing efficient and stress-free experiences for our valued customers. We are pleased to know that you have experienced some successful claims along the way, as well. We appreciate all feedback, and we look forward to our next opportunity to serve you, Robyn. Have a wonderful weekend!
Reviewed Oct. 20, 2019
If I was able to give minus stars I would have. This is the worst service for a company that I have ever used. I have been paying this company for over three years and when you have a claim is a big problem.
Godwin, thank you for this review based on your firsthand experiences with our company. We sincerely apologize for the negative experience and we want to make sure that all your concerns are addressed. If you would like further clarification about a final decision provided, a copy of your contract's terms, or have any further questions - please feel free to contact us by phone or live chat. Have a pleasant day!
Home Warranty of America Company Information
- Company Name:
- Home Warranty of America
- Website:
- www.hwahomewarranty.com