Home Warranty of America Reviews

I am calling today to see why there was never a check and they are telling me that we never followed the procedure, which is that my technician had to call them back and explain what he had done. I had sent the invoice though and remember Daniel saying he would help me with the invoice and that I should expect a check. As of today nothing has been done on their part and I feel defrauded by a super expensive insurance $550 a year that does all it can to not have to pay back.

Finally an appointment was made with a 3rd vendor that did show up. My compressor went out. My house is 5 years old. My unit is still under warranty. 3 days after the 3rd vendor comes to my home HWA calls me and tells me that they need my approval to order the new compressor and I have to pay an additional $100.00. I ask them what they are paying for and the lady tells me the new part and labor. Well, the new part is under factory warranty and the additional $100.00 I have to pay is for the vendor to connect the copper tubing which should fall under labor.

Anyway, I give them the approval. 1 week later I call to find out the status just to find out that they never ordered the part. I am now going on week 3 without my central air and heat. Did I mention that NEVER have I called and talk to a person in the US. They have all of their calls routed to another country. In fact there is no number that you can call and talk to a person in the US. I went to their website and started a live chat with a guy named Jaiver. He wasn't in the US. This company is a scam, they know they are a scam.

As soon as my AC is fixed I will cancel my service. I had talked my son and daughter into buying their insurance and thank God I got them to cancel before giving them too much of their hard earned money. To be honest, the service I received leads me to believe that the good reviews they have on here must have come from either their own employees or friends of employees providing a favor. Also, I don't need for Jack or anyone else to respond with their meaningless apologies. You got me for a little over $1,400.00 but you will not get another penny from me and if I can keep another poor soul from buying into your lies that is enough for me. Now I'm off to find another site I can blast you worthless people on.

To summarize, I’ve gone 2 months without an oven, HWA call center reps have no authority to do anything to help, they cannot (or will not) forward you on to someone else that may be able to help and cannot give you any contact information for anyone else within the organization. They also have said on numerous occasions they would call me back with an update at various stages of this nightmare but I have never once received a call or email from them during this long drawn out insanity.

I am currently waiting on a callback (not holding my breath for that) for the “buy out option” where they give me a check to cover the cost of just buying a new oven myself. We are a couple weeks away from Thanksgiving and I am desperate to get an oven to use for the upcoming holidays. They were great to work with a few years ago but this British owned company has dropped off significantly recently. I would rather just save cash to pay for breakdowns and repairs myself after the last year with their service. They also denied a couple simple claims that were not expensive to fix but I had to pay the $100 fee anyway. FYI we paid for the top level plan with them but this service has been garbage.

I also stated that I wanted a note put in my file stating that I do not want to work with that particular vendor on any future claims. I also informed the claims rep. that I previously provided a complaint to HWA for this vendor via email and phone. The claim rep. was understanding, apologize for the inconvenience and reassigned my claim to another vendor. On Monday, 11/05/2018 I noticed I had received another email on Sunday, 11/04/2018 from HWA reassigning my claim again another vendor (3rd at this point if you include the bad vendor). I patiently waited to hear back from the service provider knowing that HWA vendors are provided with a 48 hour window to contact me about the claim.

By Wednesday, 11/07/2018, I had not heard from either a service provider or HWA on a status of my claim, so I followed up with the last vendor my claim was assigned to. The vendor rep. stated that they reached out to HWA informing them that the technician that services my particular washer brand was out on vacation and that they could not follow through with service for my claim. I then followed up with HWA the same day (11/07/2018) at 11:34 AM CST. The HWA claim rep. I spoke with informed me that my claim had in fact been reassigned (by HWA) to the vendor I did not want to work with. I informed the claim rep. that I did not receive an email notifying me of this change and that I had previously requested that this vendor no longer be assigned to any of my claims due to the bad experience I had with them and I proceeded to explain the experience to the claim rep.

The claim rep. apologized for the inconvenience and was able to reassign my claim to another vendor for which I received an email confirmation on the vendor change around 5:30AM on Thursday, 11/08/2018. This was the 4th vendor at this point, including the bad vendor. HWA solely had reassigned my claim to 2 vendors of their own volition at this point (this did not include my initial request to reassign my claim from the bad vendor). On Thursday, 11/08/2018 at 12:15 PM CST, I still had not heard back from HWA or a vendor, and therefore contacted the 4th vendor my claim had been assigned to to schedule a service appointment. The 4th vendor informed me that they do not service my particular brand of appliance and that they had informed HWA of this.

I then called HWA the same day at 2:08 PM CST to check and see if there was another vendor available to handle my claim. I also asked why HWA reassigned my claim from the 2nd vendor (the one assigned after the 1st, bad, vendor). The claim rep. stated the 2nd vendor informed them that they do not service my particular brand of washing machine. He then stated that he could assign the claim to the bad vendor, and with a bit of frustration admittedly, I stated that I had previously requested this vendor not be assigned to any of my future claims and that I had a bad experience with that particular vendor. I then asked if there was another vendor he could please assign my claim to.

After a bit of digging on the claim reps. end, he was not able to find a vendor that serviced my brand of washing machine. I then stated to him that the 3rd vendor assigned to my claim does provide service to this brand, but their tech was out on vacation. I then asked if I could call the 3rd vendor and see when their tech would be back and asked the claim rep. if I could call HWA back to possibly reassign the 3rd vendor back to my claim. He stated that I could do this and that I should just call HWA back once I spoke with the 3rd vendor. I called the 3rd vendor back and they informed me they would have another technician available the week of 11/12/18 that would be able to come service my washing machine and I should call HWA back to have the claimed reassigned to them. So, I did just that.

I called HWA back at 2:25PM (Thurs. 11/08/2018) to inform them of the situation with my claim and that I wanted the claim reassigned to the 3rd vendor. To my surprise, the claim rep. became defensive with me and stated that I was not allowed to reassign my claim to a new vendor. I told him that based on a call roughly 15 minutes prior, with a different HWA claim rep., that his statement was not accurate. I explained that my claim had already been reassigned about 4 times already and that HWA kept reassigning my claim to a vendor I refuse to work with based on a past bad experience. The claim rep. did not respond to the fact that my claim had been reassigned multiple times, he only stated that I could not have my claim reassigned to the vendor that I want.

I proceeded to explain to the claim rep. that I did not go out and select the 3rd vendor out of a phone book, they were previously assigned to my claim and I just wanted them reassigned to my claim because other vendors did not service my particular brand of washing machine. I also explained that the current service provider they had listed for my claim (the bad vendor) previously wasted my time and cost HWA more money than it should have to resolve a previous claim and this is why I did not want to work with them again. The claim rep. then had the audacity to tell me that it doesn't matter what my experience was with the bad vendor, that HWA had already contacted them and they do service my appliance brand, they are an approved vendor and that they are already assigned to my claim and have accepted to work on my claim.

I proceeded to tell the claim rep. that as a customer, HWA should not force me to work with a company I had a bad experience with and filed 2 complaints about (one via email and one via phone). I also stated that my claim could in fact be reassigned as it had already been reassigned about 5 times now, 4 of which did not come from a request I made. At this point, I was very offended and requested to speak with a supervisor or manager about this situation. The claim rep. insisted that the claim could not be reassigned and refused to proceed any other way. I then demanded that I speak with a supervisor or manager about the situation as what the claim rep. was telling me was completely inaccurate and false. The claim rep. then stated he would reach out to a manager.

After a brief hold, the claim rep. came back on the line and informed me that all supervisors and managers were busy, but that the claim could not be reassigned and it is not HWAs policy to reassign claims from one vendor to another. I then told the claim rep. that this statement was absolutely false and that I have proof that the claim can in fact be reassigned and it had been previously reassigned by HWA at least 4 times. The claim rep. then became defensive again and said that he didn't appreciate me calling him a liar. I stopped him and said, I did not call him a liar. I said that the information he was providing was false and that I have proof of that via email.

I also stated that he either has an incorrect understanding of the policy or someone else was providing him with false information. I then demanded that I speak to a supervisor again about reassigning my claim and that I would not allow the bad vendor into my residence again. After another brief hold, the claim rep. came back on the line and stated that he had received authorization to reassign my claim to the 3rd vendor, however HWA could not reassign my claim again. I immediately interjected and stated to the claim rep. again that I did not randomly select the 3rd vendor and that they were previously assigned to my claim by HWA. The claim rep. then stated that he is just following the rules and that he is trying to do his job the best he can and that the other claim reps. perhaps didn't do what they were supposed to.

How is it possible that 3 other claim reps. all did the same thing, and the one guy that was completely rude and unwilling to work with me was the one actually following the rules and doing and acting the way HWA claim reps. are supposed to? When the call ended, I was very frustrated and even more offended that the claim rep. kept attacking me in regards to this claim being assigned multiple times. As if it was my fault or something that very few vendors service my brand of appliance. In all honesty, the last claim rep. I spoke with was extremely rude, offensive and unprofessional based on our conversation, it seemed as if he was told to interact with me in this manner.

The whole experience was completely appalling to me. I have spoken with several different HWA reps and they have all been very patient and understanding. I am in complete shock and disappointed with the overall experience with the last claim rep. and I needed to provide you with this information as your company (HWA) primary objective is if not customer services. If I encounter another experience like this, HWA will most definitely lose a customer.

Read on: In my case, my dishwasher began leaking. I called for service. The contract says they would be on site in 48 hours, but it took 5 days (BREACH OF CONTRACT?). The service person arrived, looked at the machine and told me the drum was warped and needed to be replaced. He said they will give me a replacement or cash value because there is no way the service to replace it would be cheaper or make sense because the machine would need to be rebuilt to replace the drum. He said it would be resolved in about 48 hours.

5 days later I called for a status and was told the “authorization” department needed more information from the service provider and they’d get back to me the following week to discuss a replacement or buy out (cash value). I asked to speak with a supervisor and after waiting 40 minutes was told I could continue to wait “a long time” or they would send an email to the supervisor requesting a call. I was told I would get that call within 48 hours. Given no reasonable choice, I agreed to have them call me, but never got the call.

I called again a few days later and was given the same answer – waiting on information from the service company and then I would get a call from them to discuss replacement or buy-out. [I later learned that the delay was due to a disagreement between the tech and the authorization department. The service company insisted a repair didn't make sense but a difficult person from HWA insisted on that recommendation.]

After another two weeks of calls a supervisor called me and said they would be sending the service person out to REPAIR my old machine. A new drum is not a minor repair. Their evaluation was that the machine needed to effectively be rebuilt/refurbished. They wouldn’t be doing this in a machine shop. They would be doing this in my kitchen. The supervisor told me this was the repair person's recommendation. After speaking with the repair person, I was able to confirm that this was not his recommendation, so the supervisor lied to me.

Given this created a liability to me, I requested a buy-out because I was not going to put a rebuilt machine in my kitchen. Their value of the buy-out they offered was only the value of the part itself ($198). I pushed to speak with someone with some authority and was told it wasn’t possible and they don’t even have a way to contact them. Now debating between taking the buy-out and having them come and repair the machine because it will cost them more and then just throwing it away. Seeking others with same experience for class action.

I have now been going back and forth with HWA and Sears and at this point I just want a payout so I can have a new microwave because Sears is not being compliant with sending over a diagnosis for my microwave. I’m tired of going back and fourth and I just want my money back so I can have a working microwave. It really makes you wonder if this company will make you wait up to 2-3 months for a microwave repair. How long would they make you wait in the dead of winter for your heat to be fixed or mid July for air. It’s beyond ridiculous and unacceptable. I renewed my warranty this year because in the past I had nothing but success but this has been a joke.

But I've had an open claim for another service provider to come out and fix this huge hole now for 6 weeks. I have to call back 2-3 times a week just to remind them about it and they always tell me they're trying to find someone to fix it. I would have saved money and been better off to call a service technician myself on the first day of the problem and pay for it out of pocket. I've asked for a refund on the product and they can't provide it. I had one guy in customer service tell me that there was literally nothing I could do except send an email to HWA letting them know I was unhappy, but that it wouldn't do any good.

I called HWA, and I was told that my contract was suspended for lack of paying $100.00. I was not called or even sent a letter of this suspension. We had to call a heating specialist that night. The fee was $119.90. I was told to send my receipts into HWA and it would be un-suspended. I have sent emails of the receipts to 3 different representatives. (Including my heating charge) Cristina was one of the last reps. Cristina left a voice message stating that the contract was out of suspension since they have the receipt. I called today to confirm and was told that I still have not paid the $100.00.

On the receipt in the tech's handwriting it says paid for both service charges. I paid what was asked to pay. I DID NOT make up the rules or the price. The reps have no authority. I have spent so many hours on the phone with them regarding this and trying to get help. I am so sorry that I did not read all of the negative reviews before I paid $600+ to HWA! I am now in the process of contacting legal advice. I was in hopes that it would not come to this.

Original Review: Ok I have been with this company for 7 months and on October 7, 2018 I put in my first service call for an electrical issue in my house. I didn’t get a response from the company. I then called them back on the 14 which was a week later to inquire about the status. Now the 14 they said they were escalating it which I should hear something in 48hrs. Still nothing so I called back on the 17th of October to cancel my policy for not taking my issue seriously.

Now on the 27th of October I get a vm. Informed me they cannot find an electrician which is weird, but they told me to find one then if I find one they have to get approved through they company etc. Now I got an email on the 30th with a refund for $13.45. They charged me for being a customer for 7 months in the amount of $334. And told me the $13.45 was my only refund. Huh! Where they do that at? To add insult to this the cancellation department only respond through email. No phone. This company is a fraud. All these positive reviews are bogus. I want my money and if I have to take them to court I will. How you say you can provide a service and cannot get an electrician unprofessionally. Don’t use this company. If they had a negative 100... I would not recommend this company. It a fraud.

After I got this run around and finally spoke to Manny. He said they could possibly calculate the cost and let me pick my own plumber, or they could send out another plumber and if he found the same, I would also pay him for the visit. Manny then called and left me a message 2 days later to say that they wouldn't be able to offer me up the amount and let me pick my own plumber. So I called a local plumber who came and given the same information diagnosed it completely differently. For starters he went to the meter and confirmed there was no leak and no need to even go under the house. He then looked at the unit and called the manufacturer of the unit and discussed with them what was going on. It was determined it needed to be flushed for descaling.

So the bottom line is that the first plumber had no idea what he was doing, tried to charge me for something completely unnecessary and Home Warranty of America standing right with him and not listening to the customer. I tried countless times to explain it was a pier and beam foundation and that this made no sense and found the people on the other end of the phone had no idea what that even meant. So I am canceling my contract, and think people need to understand how this program works. As an aside, the plumber they sent works out of a small town and has a PO Box for an address. I would never chose a vendor on my own with no physical address for fear if I had problems I would never find them again.

They have given me the run around for 5 days now. I will not be renewing my contract with this company and also contacting my realtor about this urging them to not use this company. I have no clue when I will have A/C again but most of all I can't believe this company sells a warranty to people when they don't even have anyone servicing that area. This is a rip off and a scam.

Frustrated, we found a service provider on our own. When I contacted HWA regarding reimbursement, I was told to forward the receipt to determine not when, but IF I would be reimbursed. I sent the receipt immediately. It has now been 13 days since I sent the receipt and I've not been contacted via phone nor email. This policy is a total waste of money. I don't expect to EVER get a return phone call or to speak to a supervisor or to be reimbursed for my claim.

HWA charged me $75 for the initial improper diagnosis which was either intentionally dishonest or completely incompetent. I called to dispute the charge, and after multiple calls and emails never received a response. I finally called and demanded an answer at which point they simply said they would not refund the charge and would not provide an explanation. Dishonest company with horrible service, I would have been much better off with no warranty at all.

Apparently, they have very unreliable employees who just don't do anything with your claim if it involves a reimbursement. I have called many times trying to find out the status of my claim and am continually told there are no updates. WHAT IS WRONG HERE? Totally unsatisfactory, given the fact that THEY were unable to provide an electrician - I was told they do not have any electricians in my area on their list! Finally I HAD to FIND the electrician, pay him, after lengthy phone call approval from HWA, and now I have to hound them to provide me with any sort of update regarding my reimbursement! Terrible service. Buyer Beware!

I ended up calling back again the next day and sitting on hold for 30 minutes just to talk to a girl who still just wanted to call me back after 24 hours. I was then told that someone would contact me regarding a refund within 72 working hours... it's now been 6 business days and I once again called and was told no refund would be issued... that is INSANITY since I still have EVERY SINGLE ISSUE going on at my house that one of their "vendors" was sent out to fix.

My laundry room still floods because no one fixed the pipe, I had to pay $600 for a new garage door opener because a gear snapped off of mine and HWA didn't accept the claim, my A/C is the ONLY thing that was repaired and that is ONLY because my husband and the mechanic made friends and he fixed it on his own accord, if HWA had ANYTHING to do with it, I'm positive that would have been out of my own pocket as well. This is a crappy company with horrible customer service, just in it for the money and denies with the smallest reasons. I will be contacting their corporate office as soon as I can dig up a phone number for them as well as calling back again if I don't receive a call back regarding a refund.

While replacing the furnace we thought it would be good to upgrade from an 80% efficient furnace to a 95% efficient furnace as it’s just a couple hundred dollars difference (and we would gladly pay the difference). HWA said this is not allowed though, and if we wanted to do that we would need to get a “cash out” then hire a contractor ourselves. Okay… so how much will they give for a cash out? About $450. WTF!? The furnace alone costs over $1,000 and most places charge around $3,000 for the furnace + installation.

So on Sept 20th we approved the “uncovered expenses” for them to replace the furnace. It has been three full weeks now, and our furnace is still leaking harmful gasses into our house. Due to the long delay the problem has gotten much worse (especially in the past couple days) and it's to the point that it is making my pregnant wife have symptoms of headaches and nausea (when she leaves the house, the symptoms go away). The doctor told us that these symptoms are serious and the gasses can cause birth defects, and she should not be in the house with the furnace on.

We have contacted HWA over and over and they keep saying they’re “expediting” it. We called the actual vendor today though that will be doing the installation, and they said they just got the job approval two days ago (today is October 11th)! The vendor is also booked for the next two weeks, and we’re still not even on the schedule! It will be close to the end of October (over a full month) by the time this is resolved. Our house is unsafe to be in because we have this ** warranty. From the start it would have been better to just call an HVAC company ourselves. HWA is refusing to pay for a hotel during this time as well, even though their delay has allowed the problem to get to this point.

We have been without A/C in one part of our house for two months while this has been going on. We are preparing to initiate legal proceedings against HWA. Terrible customer service, refusal to return phone calls or escalate the matter to managers. HWA has demonstrated an utter failure to live up to the terms of the insurance contract for which we have paid for 3 years. This has been the worst service we've ever experienced. Our contract is up next week and we will be moving to another provider. HWA is terrible!

Each time (at least 5 times or 6 times) people have told me they will “take ownership” and call me back. They never have. They will tell you a decision will be made by a certain time but then continually move that decision. They will ask you to send documentation multiple times. They will tell you they are denying a claim for a reason that is blatantly false. And it can be something that was previously discussed multiple phone calls before.

It is very obvious that this company only cares about protecting the bottom line and not actually living up to their contracts. I think I’m going to initiate the claims resolution process because they have made it obvious they are going to string me along until I give up. I am beyond frustrated with this service. My wife is a non-practicing attorney, but this has made her consider reactivating her Bar card so we can work to protect our 4 children who are living in a house with no heaters (since HWA’s vendors shut them down) and we are Approaching winter. My claim number is **. HWA digital team you can read all about this fiasco for yourselves. I’m still waiting on a call today for a decision from the “Authorization team.”

I told him I was happy to hear that, but I would still like the list of contractors that they are currently working with. He then told me ok and put me on hold (second red flag). When he came back on the line he told me that he couldn't bring up a list of contractors at this time because I didn't have a claim (third and final red flag). How can a company expect a customer to feel comfortable with their services if they don't offer transparency? I mean you guys are suppose to be sending over professionals to work on the most important systems that keep my household running comfortably, but don't really want to tell who they might be. Sorry but I don't trust you like that. I canceled my account 1 hour after I opened it. My advice to HWA Transparency is important.

Okay so, when the second AC unit went off it was urgent and the service guy told me he didn't have the cash flow to even buy a new one and couldn't do the work. So I called another guy, who came out that day. Mind you I had a baby on the borderline of a heat stroke the night before and this is TEXAS and 90 degrees out, so yeah it was an emergency. These guys came out the very next day and did the job from 7:30 am to 11:30 am - done. More here: **.

Wow, much different than the guy who showed up late, 11:30 and stayed until 10 pm, came back the following day 9:30 am - 4 pm. Fast forward, the same issue was diagnosed, the inside unit was dead. I thought ok, so I'll pay ~$3,860 right - NO, they said they would only reimburse me $900 for the SAME JOB which was $7900 total. So what to do... Choose your own provider and get robbed for $3000+, or use a guy who gives you a ton of anxiety, requires your help, and doesn't do the job right and almost floods your attic... Ridiculous...

The company is refusing to repair and/or replace the unit in the time they promised. We have been without the refrigerator for 2 weeks now. They have refused to return our calls and each time they said it is in the "Review Department" and we will know something within 24-48 hours. Desired Resolution: Repair. Desired Outcome. Home Warranty of America needs to honor their contract with us and repair or replace the refrigerator.

Fed up as had 5 guests staying and couldn’t use facilities, asked to sort urgently, assured of call backs, got vim eventually and at end of day saw the original company was reassigned. Spoke to them surprise, they would not come out. This involved daily calls. We were up to 1 week in now. Another assigned after further complaints (asked also for call backs, none were ever made). The last contractor - has a 1star review on Yelp! They made an appointment for 7 days later. Called morning of appointment, said they came out and tried knocking and calling but nobody answered so they left. The house the guy described was not my house and 5 people and a large guard dog who barks at anything was in so this was hardly true. Chased up through Hwoa. Assured they spoke to them and they would be there the next day between 9-12. Took day off work. Surprise, they didn’t turn up.

HWOA operator asked me to give them one more chance. I did, she didn’t come through. I got my own plumber, who came out in the hour and started the job. Called them for claim authorization. Plumber recommended this eventually replacing the pipe but home warranty said they don't cover that. He explained he was unclogging it. Which he was (4 buckets of waste and all over the walls!!). He did this in a pipe he had access to within the property through the inspection hatch. Explained all of this but operator said not covered. I explained she had said clogs were covered, but she said they weren’t. (Checked contract and they are.) Asked to speak to a manager and she said they’d have to call me back. Explained no been two weeks now with no toilets washing machine and 5 guests on the house and I wanted to speak to someone now as we paid $570 for the warranty.

She said no and proceeded to be abrupt and curt on the call talking over me. As I said I was staying on the line, she said she was obligated to cut me off which she did. Spoke to another operator, he said all he could do was transfer me through to claim approval. I asked for a manager same thing call back only, no names given. Asked for legal dept for legal claims, he said he didn’t know or have any info. Bunch of cowboys and as per the other comments on Facebook, exactly the same experience. Recommend avoid at all costs!!!

We are assigned a 3rd vendor to come out and they wanted to charge ANOTHER $75 service fee! Called to refute this and had me send them a receipt for the original service fee, ok fine. Contacted the 3rd vendor to try and get them to come out the same day, and they tell us that HWA sent the request and then canceled it 10 minutes later. Had they not canceled it, they would have been able to do a same day appointment, but now they can't come for 4 MORE DAYS!!! This is absolutely unacceptable! If you have a choice with a home warranty service, I would NEVER recommend this company.

By the way, the vendor said that if he were even able to find the necessary part it would cost more than replacing it. Bottom line, they don't want to absorb the cost of replacing it. It was a top of the line one for that day. After 5 claims, why a Home Inspection report NOW? I feel it's a last ditch grasp at straws. By the way the home Inspection noted no problem with the refrigerator and they've never asked for it before or even when I filed the claim and was told my refrigerator was covered under the Warranty...

In my particular case, when I called HWA to file a claim and get a technician out to diagnose my problem, I was told that there was no repair technician available in my area and would I prefer to select my own vendor. My other available option is to wait until they can get an authorized vendor out there, but there is no guarantee on how long that might take and I am not given any timeframe by which they might be able to get someone out there. At this point, with a leaking water heater, I do not feel that there is any realistic option other than to find my own vendor or risk having a water heater explode in my house.

HWA, at this point very conscientiously reminds me of some obscure terms in my contract, which narrowly interpreted, gives them the option to offer me reimbursement in the amount of the approximate cost of repairs rather than what it cost me. Obviously, in an emergency situation, is it reasonable for me to assume that there would be such a disparity between what it cost me and what it cost them? I would argue no, further I argue that to do so retroactively after the repairs have been completed, rather than prior to the repairs being done, puts me in the unenviable position of having to pay for services before knowing what I will be reimbursed.

After several conversations and requests for escalation, which I might add the customer service department is very well coached to not escalate for any reason and to only present "call-back" options to dissatisfied customers... further delaying timely resolution of any disputes, I am informed that any further discussion on the contract terms which might be applicable here, a reasonable interpretation of those terms, or any request for higher escalation beyond the customer service manager to resolve the issue was not an option. I was offered to accept the payout or do nothing, so here I am, doing nothing and writing a review so that other people can learn to avoid this particular company as I believe their business practices and customer process seems to be tethered to the fundamental theory that if you make it difficult for people to file and get paid for claims, they will stop making them or not make them at all.

The part arrived and today is the day for the unit to be fixed. Five minutes after the contractor showed up, the city inspector arrived and found out that they don't have city business license. So now we still don't have our AC fixed, and no idea when it will be. We have 6 children who sleep on the second floor, and we have been without AC for FIVE weeks. We live in SC and the average at night has been 85 degrees. We have tried to tell HWA this, and they simply do not care.

When you call the company, you can't get to anyone past customer service. You can call them repeatedly and cry, scream, plead, beg. They all say they understand, yet you can never get access to a supervisor, much less the person responsible for your authorization. Then, when the part comes in, or the project is authorized, nobody lets you know. For FIVE weeks we have tried to speak to someone, anyone, in authority, and have been pushed back. Do yourself a favor. Do NOT use this company. We used 2-10 in the past and they were much more responsive.

When I called today AGAIN I was told our contract got cancelled because we did not do monthly payment for Sept 2018 (which we cancel it because of the issues). Why we should pay more money into their pockets when they do not take care of their clients? So I ask them if the monthly bill of May 2018 was paid which they said yes it was. So, why can't we get our money and also get our heater fixed??? I think it's time to hire a lawyer and get this company shut down! Things needs to be resolve before we freeze to death!

Throughout the process of attempting to get the authorization for the part to be purchased I spoke with approximately 20 different representatives with the claims department, authorization departments, and supervisors. EVERY SINGLE ONE of these people told me something different, that often times contradicted word for word what the previous person told me. More than half of them told me they would call me back to give me updates, and I NEVER had one representative from HWA call me.

The process they go through is lengthy and will likely end up taking double the time to get the problem fixed. They are completely unorganized and have no idea what they are doing. I did not talk to one person at HWA that was able to help me. I asked, begged, and pleaded for help through this process and not one representative was able to help. I completely recommend getting a warrant policy but I would STRONGLY warn you DO NOT USE HWA! We will be moving to a different company when this policy ends. Choosing HWA is absolutely the worst choice you could make.

But wait -- we contacted the inspection company to come back with our FULL report which stated the washer was satisfactory and sent that in... CRICKETS, ya'll. Nothing. HWA has gone completely dark on us. We've had American Home Shield in the past but our seller went through HWA. Never again will we do business with this company. Absolutely horrible! It's so sad how bad this company treats its customers.

The claim has been active since June. The first 2 companies contracted to evaluate my air conditioner never returned my (or HWA's) calls to schedule an appointment. Finally, a technician from ComfortFactor came to my home in July. My elderly father was home, who told me a needed to perform maintenance on my units. I have the HVAC serviced every spring and fall, so I was surprised that additional "maintenance" was necessary, but I had the work performed. That technician didn't think the units were that dirty, and that cleaning the systems would fix the problem, and performed the requested service. He was right--my air conditioner still trips by circuit breaker if set lower than 78 degrees and/or if the outside temperature is higher than 90 degrees.

The technician from ComfortFactor refuses to return to my home to reassess the problem. When I called September 7, Harold was supposed to resubmit the claim to have a different company contact me. I never received any information for a new company to come to my home. When I spoke with the CSR September 18, she was unable to resubmit the claim. I've called twice to speak with a supervisor. I was on the phone for 45 and 30 minutes. The first time, I was told that a supervisor would call within 48 hours. I called again in the afternoon 11 days later and was told that I would receive a call by that evening. That was 10 days ago. I emailed customer care and made an inquiry online 5 days ago. I still haven't received a response by phone or email.

It took several weeks before the second provider came out and confirmed the first provider's diagnosis on our AC unit, all the while the temperature was around 100-110 and I was pregnant. After confirmation of needing to be replaced, we kept getting changing quotes from HWA on how much we would have to pay because the new approved AC unit has parts that do not meet regulatory guidelines. For quoting us that the AC unit would be 900, they told us we needed to cover the coils that would cost more than $1000, etc. It's now September 27, 2018 and we're finally getting the go to move forward with our claim to HWA's purchasing team. I'm not sure how much longer it will take for the parts to come and for a provider to install the AC unit, or how many more changes we will get to the estimate of our responsibility, but our experience with HWA has definitely a horrible one.

Over a week went by while my kids suffered in a 90 degree home, I called daily and talked to over 20 representatives that can literally do nothing for you! Both call centers I was connected to were in Guatemala and El Salvador, every time I called! So understanding them with their strong accents was a challenge and they would disconnect calls regularly! To top it all off, when asked if they would transfer me to a call center within the United States, they said it was against protocol and I should just keep calling back until someone from the U.S. picked up! I couldn't believe that a company that advertises their service to ease your pain and suffering during dire times, can get away with this atrocity they call customer service.

So every call that first week, the agent from HWA would attempt to contact the HVAC (con artist they sent) and 2 times a day for a week would come back and say that he's not answering his phone, we left a voicemail, try again tomorrow! Meanwhile, my family is suffering from a heat wave and this company absolutely did nothing to help us. Eventually, the first contractor stated he never submitted the paperwork because he was too busy to take our case! He took a $100 service fee and then didn't even submit the information I paid for him to submit!!! The HWA says all we can do is send another technician and start the whole process over again! Once again!!! I couldn't believe this!

I pride myself on being a strong person but after this I broke down, I couldn't believe we purchased this warranty for peace of mind and they failed or even impeded progress of our claim at every step of this process! So cut to the next technician they send to the house, by the way, they choose the technician, you have no choice in that! He shows up and can't believe the damage that the first HVAC (con artist) had inflicted on our unit, a unit that worked fine 10 days before was now scavenged and in pieces because that first HVAC guy took all kinds of pieces out of our unit! So he says he'll submit the claim information to the HWA, and the wait begins again.

I call every day for another 4 days and keep getting the same person on the phone with a different name telling me the same thing, that they can't help me and that they're so sorry this is happening to me! Wow, what customer service, right?!? Eventually they stop stalling and say they think the contractor put the claim in the wrong place in their system... Yeah I'm sure... So they call him back and he submits it again 5 days later, and magically! They have it now! So you'd think that the claim would be done right? Not even close! Now they go through another 5 days of telling me that the claims department has it and they will call me when it's done.

So I wait, the days tick by and nothing. I never received a call, so when I call them back on day 5, actually day 24 of no air, they say we have the claim back and there's a huge cost that's not covered by your warranty and the amount was $2060. So I asked what those charges were, here's what they told me! $490 for duct work, that's not needed. $490 for a drain modification, that's not needed. $490 for electrical modification, that's not needed. $490 for line set, that's not even getting replaced because I talked to the technician and he said he's using the old line in place!!! Oh and $100 to dispose of the old coolant, which is the only charge that is actually valid! So I had an honest HVAC professional, someone that I actually trust, come over and price this out. The only thing that was needed was the disposal of the coolant, this was a basic removal and install.

So basically, what this company does, is make-up a bunch of uncovered costs to offset the amount of money that they have to pay "their" contractors. Did you notice how every charge was $490?!? It couldn't be more obvious, they're overcharging for things that aren't needed because they know those things aren't covered! Oh and when I asked them to just buy me out, which is another option, they offered me $1120 for a 2.5 ton heat pump, new furnace coil, coolant, and labor! I'm honestly offended!

When I asked how much they were paying for labor, they said $470. So that means that somehow they could find a brand new, heat pump, coil, and coolant for $650! I call bull! I ask them to give me a cost breakdown and they tell me that's against company policy!!!! So basically they are low balling the buyout and overcharging me for unnecessary work to not have to pay for one of the systems "covered" by their warranty! BUYER BEWARE! STAY AWAY FROM THIS COMPANY! HUGE SCAM! My claim number is **.

The contractors they've sent have been okay for the most part, but it's been hit or miss every time we've had somebody new. I had an incident once where HWA sent a plumber out and he tripped over the hose he connected to my water heater and ripped off the spigot. The guy was very helpful and helped me mop. He told me he was sorry and that he was gonna fix it, but then 24 hours later he said that the unit was already leaking and that was why he came out. I said, “It was leaking. They had you come out so you’d fix it and not to rip off the spigot.”

People were then sent here to investigate. The spout was still there and it was obvious from the type of damage that was on the heater what had happened. It was agreed on that the issue would be paid through the insurance but I still paid $800 out of pocket because they told me that my sheetrock was 20 years old and it would basically depreciate. I don’t think that consumers should have to pay $800 for damages done by a vendor that’s sent to their house. I'm approaching the breaking point because I don’t wanna end up paying that much upfront.

Most repairs are not that expensive, but it is nice to know that I can call them and they would send somebody out here who’s been better. I’d tell people that HWA is a good deal, but it would be more helpful if I knew that if somebody did something wrong, I wouldn’t end up paying $800 out of pocket. It also would be helpful to know that there isn't a 50-50 split between 1 star and 5 star with this company. It’s kinda scary. One can be very happy and one can be totally miserable. That’s not a good feeling.

When all was supposed to be set up and I would receive a call within 3-5 business days for installation, NO CALL. HWA's solution: "wait longer, the company was probably busy." When I further asked 'Bridgette' to contact the installer, she called and "they did not answer me." HWA provided the phone number to the installer, which required an extension... HWA doesn't have the extension. How did you call them if you don't have the extension? Customer service will feed you any lie they can to get you off the phone.

I have two warranties with HWA and one is for the outside stuff like the well and septic. When I had a broken line, they fixed it. It could not have been cheap and it was still part of the home warranty. The price was $20-some a month and their price stayed at that. On the other hand, the home warranty that I have for the inside was $74 for the first year then I got a letter in between saying that it was gonna go to 83 then it became 92. However, the only problem I had in the inside was the freezer and a guy came out and worked on it. It worked for a while then it didn’t work again. Rather than calling him again, I went and found a good freezer at Lowe’s and I paid them 20 bucks to haul away the old one because it’s hard to get rid of which is a big thing.

There was also an incident where a small part on an air conditioner went out. A guy came out, fixed it and then went. Their guys responded well although I was a little disappointed as the price of the warranty inside the house was a big jump from $74 to $92. And once I started, they took it out on a regular basis out of the credit card. Other than that, I’m happy with the output from HWA and if ever I am not, I just call and say goodbye to them.

It feels as if the customer support representatives are reading off a log of coined responses which they continue to repeat until you become so exasperated/frustrated that you must end the call before you completely lose your sanity. They do not uphold to a 48 hour business day turn around time either. I'm at a complete loss as to why HWA can't even communicate within their own departments or provide us with reasonable alternatives. Now I'm left to wait with an open claim with no foreseeable future as stated to me by their own representatives.

We also had an underground water leak under the slab and we were told that they couldn’t do anything about that as well. I’ve been paying the warranty for six years and they were like, “Oh, sorry. That’s beyond our scope.” Also one time, we had an issue with the water spigot that was leaking outside of our house. They said, “Well, it’s a spigot. It’s not in the house." I said that it’s part of the house but still they were saying they couldn’t work on that either. So my love for this company is about 50%.

Upon installation, it was determined that the machine had been dropped during shipment as the shipping bolts were bent and the tub banged against the back of the machine horribly during the spin cycle. I called HWA and they said I had to call GE as it would be under their warranty. GE refused to help and referred me back to HWA. HWA has now arranged for the damaged machine to be picked up, however the moving company that has the order to pick it up will not uninstall it. HWA says my coverage level does not include the uninstall. Funny how the first machine was uninstalled but now this damaged machine can’t be. So we are now stuck with a brand new damaged machine that has been installed in our utility room for 4.5 weeks.

I understand that it is not the fault of HWA for the new replacement machine being damaged, however I feel they should do what needs to be done to make it right. We have had coverage with HWA for 4 years now. This is the first claim where they have had to replace something vs repairing. This replacement process is very lacking but my biggest complaint is that you can't talk to anyone with any authority and no one ever returns your calls when they say they will. Very poor customer service.

Recently, we had a problem with the fan and we couldn't find anybody that will come and do the work immediately. Finally, we told Home Warranty and they said they'll try to find someone on their own. But that also didn't work and they couldn't find somebody in the area nearby. They finally told me to find a contractor myself and they'll reimburse me. That's what we did and when the technician came, they said they need to get the authorization from Home Warranty before they can do the work. But Home Warranty said that the tech has to diagnose the problem before they can approve. They also had a charge for diagnosis, which I accepted, because I needed this done and we've been waiting for it for so long. The tech diagnosed it and said it was $135. I said, "Okay, I’m assuring you that I will pay that.” Home Warranty will include that in the work and I'm about to send them the final bill.

The only thing, though, is that I wish their coverage would be a little less expensive. It’s good coverage, but it went up. And I’m hoping it didn’t go up because I put a claim in. Say, with car insurance, you’re afraid your policy is gonna go up because you put a claim in. Now, I haven’t had any claims with HWA this year, so I’m hoping that when it’s due next year, it won’t be so high. Still, I would recommend them. I've had totally satisfactory dealings with the company, as well as with their vendors.

I asked why HWA would authorize the work at $470 if that is not what they figured the work to cost. They had no answer. I spoke to the Manager, (Who agreed that this was not my fault), and was told that this is how the company works. How is a consumer supposed to know what service calls cost? HWA sold this package to me stating I only have to pay the $100 deductible and they take care of finding a tech. I was told when HWA read me the disclaimer that they have the right to change the amount if they feel fit. What a scam. Such shady service. I will never be a customer of theirs again. If you are reading this review and are thinking of doing business with HWA, I suggest you find someone else. The money that I have wasted over the years to pay my monthly payments and after making a claim they deny a portion is such BS.

The contractor came to check on our air conditioning and we had to pay a big amount to change it and what we paid would have been the cost. My sister also had air conditioning and was told by the contractor that she had to change it. Somebody else came and said there was nothing wrong with it and she didn’t have to change it. So, Home Warranty of America has to review and they have been ringing to find out what happened. In the past, we paid our money and if something went wrong, the contractors came and fixed it. Now, the contractors would come and look at something, and they would tell you to pay so much. However, other contractors had the service done.

In our last couple of attempts to speak to the company, we haven’t had good satisfaction. We had a boiler problem and the contractor said they only do half. We paid the excess of $75 and we had to pay another $600 to another company to get it fixed. Today, I phoned about a leak in the roof. A tile came off and the rain came through in our bedroom. I phoned to see if it was covered and we were told it was not. We expected the hole in the ceiling to be covered. Three years ago, we thought Home Warranty of America was the best company ever when we had a problem. We advised our neighbors and friends to change their policy to them but we don’t recommend it to anybody now.

I got my own contractor, after being told I could. About 2 weeks ago he came out and looked at the heat pump. Due to the state of the unit and how many repairs would be needed, he recommended a full replacement. The authorization department let me know (after I called them) that they had requested a copy of my home inspection. Knowing full well that the heat pump (A.C. & Heat) was working properly at the time we moved in, I didn't see an issue at all. They said it would take 24 to 72 hours to get the home inspection.

Next time I called, they asked me when I sent the home inspection, as they hadn't received it yet. Nobody EVER requested that I send it. Regardless, I sent it in. Called the next morning, and they said they couldn't open the attachment in my email. I sent it again from my work email. They received it. NOW they are telling me that since it wasn't specified in my home inspection whether or not the heat pump was operational, they are approving $332. That's not even CLOSE to what it takes to replace a heat pump. Even if the contractor did the recharge, found the leak, and replaced all of the parts necessary (controller, control board, capacitor, and some fittings that are no longer available) to make it work temporarily this wouldn't cover it. I'm very disappointed in the service of HWA to say the very least.

The only thing that was a little disappointing was that with American Home Shield, I was able to add it to my mortgage payment. So when I pay my mortgage, I pay the warranty but with Home Warranty of America, they said that they don’t have a way to do that. There was also a little confusion this year when I renewed my contract. They actually created a new contract so I was paying on a new contract and then one month, the payments came out twice. They have the payments out for the new contract and the old contract. When I called, they said, "Oh, well, we weren’t supposed to cancel the old contract. We’re supposed to renew it and the person did it wrong.” In the meantime, I had already put a claim in on the new contract. But other than that it’s fine.

I’ve only had one instance where the claim went in, but the person they referred me to was a no-show. He did eventually call me and left me a message saying that his wife had a baby, so he missed our appointment. He referred me back to customer service to get another vendor to come out, which I did. HWA assigned another vendor to me, but then I never heard from that person. So I called and left a message and to the best of my knowledge, they never called me back. But HWA have sent someone out a few times to service my mom’s furnace. There was a leak in the roof that they fixed. All those other times they’ve come out, the service has been wonderful. I would still recommend them over American Home Shield despite the few little glitches here and there. It’s definitely been a more pleasant experience.

A guy named "Memo" is in charge and he doesn't even attempt to provide customer service. Very frustrating. He acknowledges that my conversation with them last year clearly indicated I wanted to cancel my policy but because I hung up on the clerk (while my kitchen was flooding from the icemaker leak), that request was never processed. Memo refuses to give me a copy of the telephone conversation where I asked to cancel my policy or preserve it for my legal use. He also refuses to give me information on who else to contact within HWA, as he's "in charge" at the Office of the President and I am to "get that information on my own".

I will be addressing this through my State, the BBB, and will pursue any other legal avenue I may be entitled to. By the way, Memo immediately deleted my contract from the website, within minutes of our conversation today. Consumers out there: Please do your homework. Check reviews. Run away from this company, "Home Warranty of America". There is a reason why the reviews are poor.

I got HWA and I’ve used it once. When I had a plumbing issue, I don’t know who to call so I called my 800 number and they took care of getting somebody to come out, who are local people. If the HVAC or the refrigerator was the problem and the company was local, I like that. It’s worth the money to spend every month just in case. They’ll either send a repairman or if it can’t be repaired, they’ll replace it. I love that. The quality of their work has been very good. I’ve told people about it.

We contacted HWA, gave them the information and was advised to find an HVAC person on our own. We were on hold for over an hour twice, just trying to get someone to assist us. When we were advised to have the unit replaced we did so. Due to the age of the A/C & Furnace (over 45 years old) we were advised that you could not replace one without the other.

This cost us $5800 for both of which HWA told us that they would only pay $1100 due to a line item in the contract that says "HWA reserves the right to offer cash back in lieu of repair or replacement in the amount of HWA’s actual cost, which may be less than retail, to repair or replace any Covered Systems and Components." The contract clearly stated early in the document that the A/C, Furnace, dishwasher, etc would be covered. Plus, the seller received clear documentation from Denise ** prior to the closing on Jan 2, 2018 that the appliances and equipment in the house would be covered.

HWA is a company that says one thing and then finds a loophole to not cover promised item. If we were told that the age of the appliances and equipment were a liability and the coverage of those items would be prorated that would have been understandable. That was not the case. Since June, we have paid a plumber $300 to come and snake a main clogged pipe, as well as purchased a new dishwasher due to the old dishwasher having quit as well. HWA would have found a way to pay 15% or less of the cost due to their current practices. Consumers should be aware of what they are dealing with in this company. HWA is deceitful and uses bait & switch tactics. I would never recommend this company to anyone!

When my dryer was not drying, I also called them. I was told by their contractor that the dryer was different and he was just here for the washing machine. I could have paid $300 cash to a handyman and it would be taken care of. My air conditioner also stopped cooling so I called HWA. Their contractor came and said that it was 60 degrees and I had to have 72 degrees. There went my $100 or whatever the co-payment was. Then we had some emergencies where we had to go to India and when I came back, the air conditioner was 90 degrees. I called HWA and I was told that unfortunately, my warranty expired two days ago. It happened but I didn't have any reminders.

Whoever was on the phone said that she could renew it and we would be fine within 24 hours so I renewed it because it was hot. She said we would wait after three days so we had to call them back. But when I called back, I was told that it was not covered because we just renewed and that happened at the time when we didn't have the insurance. I am looking into somebody else.

I wish I had known what HWA would replace or what status the equipment had to be in to actually be replaced or repaired. Also, I had to pay $70 to the tech that HWA sent out. He said that if anything did happen to the sump pump, the $70 would go towards it. But I still felt that that was a lot to pay just for the tech to come out, look at it, and tell me that he couldn’t do anything. Despite that, oddly enough, everything has been working fine without getting the sum pump fixed. Both guys suggested for us to get a filter because we did not have one at the time, and we did that but I don't know if that fixed the problem.

On this day September 12, 2018, I was told that I will get call back in 24 hours with information about my check. I was waiting again two days and called them again today September 14, 2018 and there was again the same story, that NOBODY knows what is going and why we still didn't get a check. It is already 4 months from my claim was opened, but my issue is still not resolved. Also I asked to speak with a supervisor on 08/16/18, 09/12/18 & 09/14/18, but three times I was told that nobody is available at that time. I am 68 old retired man, the only I have now been without a working refrigerator for 4 months and have contacted HWA a dozen times with no results. I has paid HWA full amount for year, but HWA doesn't provide service they charge money for. They have horrible customer service, do not keep their promises, and have not upheld their end of our agreement.

On this day September 12, 2018 I was told, that I will get call back in 24 hours with information about my check. I was waiting again two days and called them again today September 14, 2018 and there was again the same story, that NOBODY knows what is going and why we still didn't get a check. It is already 4 months from my claim was opened, but my issue is still not resolved. Also I asked to speak with a supervisor on 08/16/18, 09/12/18 & 09/14/18, but three times I was told that nobody is available at that time. I am 68 old retired man, the only I have now been without a working refrigerator for 4 months and have contacted HWA a dozen times with no results. I had paid HWA full amount for year, but HWA doesn't provide service they charge money for. They have horrible customer service, do not keep their promises, and have not upheld their end of our agreement.

There's a lot of miscommunication going on between the warranty company and me. A couple of the contractors they asked to come out here told me that I was gonna have a new furnace installed. But nobody ever showed up to do it. I never got one. When I called Home Warranty of America about it and asked what was going on, they said that somebody would be contacting me but nobody has contacted me or left a message. It's been months and nothing has been done. I got sick and things were just put on the shelf.

I’ve submitted a couple of claims with them and I call them up to do that, which defeats all their fancy computerized systems. Their reps take down the information and later on I get somebody they called up. Then they send somebody out. So far, I’ve had very good interactions with every technician except an electrician. He said he couldn’t do the work alone, that he needed help, and this and that. Then he took off and left everything wide open. I had no idea when he was coming back.

Also, initially, the tech was supposed to be there at a certain time. But he called up and said he couldn’t make it. He rescheduled two or three times and when he came out here, he took stuff apart and everything else. Then he said he needed to have somebody else but their company couldn't send anybody. They had an excuse that one of the drivers was hit in an accident and they were down. But I told them that I needed my garage door. Everything in the garage door was shut down and I gotta open and close the garage. I couldn't wait three or four days.

I called up HWA and complained. I told them that I didn't want this guy out here and that they should send me somebody else. And they did. I was very pleased with the other electrician that came out and got it all done. I had no idea why the first electrician couldn’t handle the problem by himself because the other electrician that came after him did it all by himself. I only had to pay one deductible for that claim and I told HWA it was their problem.

All in all, I had one bad experience out of maybe six good experiences. So, I complained about him up and moved on. I would recommend getting HWA. No matter who I call out of a phone book or off the internet or anything else, they’re gonna charge a fee just to get in their car and come over, and I'd have to pay it. But I wouldn't know who I'm gonna get and what kind of work they’re gonna do for me. And when they leave, if I have a problem I can sit there and call for weeks and they’d never return a call.

With HWA, at least I have a middle person who should have some experience and has a little control over the techs because these people are with the home warranty to get more business. So, if you’re dissatisfied, the home warranty is gonna step in and at least try to do something, as HWA did on the one bad experience I had. They'd get the problem fixed and make everybody happy. I recommend Home Warranty.

So the experience with the techs depends on the vendor that HWA will send. Also, they need to have a better feedback mechanism so that their clients can send feedback regarding the vendor that they gave to them. At least, the clients can voice out their concern then HWA could decide whether they still want to continue with that vendor or not.

For example, the last claim that I had with the pool was for the pump, which is covered by the insurance, and they sent us a vendor to fix that. Aside from that, I also asked the techs to replace my timer with the automated one, which is outside the coverage of the insurance. Then, the vendor fixed the pool pump but the timer is still undone until now. It has been two months since they originally started with the work and they promised to deliver the timer this week. But if they don’t finish the work this week, I’ll ask for a refundand I wanna give feedback to Home Warranty of America, but I don’t know how. And if that vendor comes to a close-minded customer, the customer will probably blame Home Warranty of America. All in all, HWA's claims process is not perfect, but it works.

Another issue was related to authorizations from the vendors. I never would get returned phone calls or follow-ups from that department. I was even instructed by management that they would call me back. This happened over and over time and time again. I suggest you just save 600 per year and put it aside for repairs. These warranties are not worth the energy, time invested time. Really if you call a local vendor, you get better service.

Updated on 09/20/2018: It's now the 20th and still not fixed. HWA sent out a tech from a local company and they looked at it did a leak test and said it was not fixable. It needed to be replaced. HWA said they wanted a dye pack done for more testing. The tech came out and did that and it ran for about two days and went out again. Now I have to wait for a tech to come out again. They keep pushing off fixing it. Trying to from what I can tell get out of replacing it. The guy on the HWA line said so. He told me it cost thousands of dollars to replace a unit and would like to do something that cost a few hundred.

Updated on 10/02/2018: The service company has sent a tech out 3 times. They finally found the blower motor is burnt out. They put in for one and the HWA has delayed for over a week in approval on a 300 dollar repair. I am now over a month and not resolved. I will be complaining to the BBB and online and will tell my realtor to not sell any more contracts with HWA. This company is not helpful on a 300 dollar repair. What would they do on a 3000 one? Save your money.

HWA can get better vendors because the ones that they chose were always backed up. Even if I had an emergency, I would have to wait for a few days. HWA would get back with me and tell me who was coming but then I would never hear from the people whom they called. I ended up outsourcing one myself and paying ahead of time, and then HWA reimbursed me. Their vendors were never reliable. HWA would tell me to contact the vendors if I didn't hear from the vendors within 24 to 48 hours but I think that's HWA's job to do because I’m paying them to do that. HWA would give me the vendor's local number so I could call them myself but that's bad business. I feel like HWA should check out with me.

The HWA employees, meanwhile, are very personable and when I call, they seem very nice. But I’m sure they are just following protocol and they do what they’re told to do, so I can’t blame them at all. I just have a problem with them telling me I had to call the vendors myself. One time, my plumbing was backed up and overflowed. That was an emergency and yet the contractor that HWA called couldn’t get out and it was a weekday. I called HWA and they said there was nothing that they could do, and if I got somebody, I had to pay upfront and then HWA would reimburse me. But I’m paying HWA every month for their service. So that situation makes me not so happy with HWA. Despite that, I still wanna keep them because I need them. I’ve been with them for so long.

It seems like HWA goes with the cheapest vendors, ones we haven’t heard of, ones that my father would call exactly once and won’t get back to. HWA probably had something replaced one time but it was always, “If it is, but that’s not in your contract, but you may have had to pay out of pocket.” Still, HWA may tweak a few things. They could get better than this and get more reputable vendors.

In terms of Home Warranty's current contractors, they are very good in general because I have also dealt with the contractors myself directly before I got the warranty and they are more reliable when they come from Home Warranty because they know that there is a price to pay. This whole thing is a contractual thing. One time I had this thing that was tripping every time I had the coffee maker and the little microwave on at the same time at the same switch. I asked the contractor to separate that line and they said, that it is reconstructive. But they don’t reconstruct, they simply fix. Legally they are right, but under the circumstances, separating those two lines and give them separate breakers will be such a little thing to do, but they didn’t do that so sometimes we have to legalize, but it’s the contract.

There’s another one home warranty company that wants to cut the yearly payment in half, for the same services and that made me turn my back and run away because I can figure that Home Warranty is doing its best. I’m also not gonna get from another company what I’m getting from Home Warranty so I really approve of them.

Then recently, the refrigerator went out and it seems like I'm having a lot of trouble with getting it fixed right. But it was not really HWA's fault. It was a problem on some of these people coming out. The first guy that came out just stood and looked at the refrigerator. Then, I had to hand him my $100 for a service call and he didn't do anything. He said he'd be back the next day but he never came back. So, I called Home Warranty of America and they said they'd give me somebody else. I got one coming now and this time they will be sending Sears out to fix it. Today, they're supposed to be there by 5 o'clock.

A brand new unit already leaking freon, how is that possible. The technician had no clue and also suggested we get a new thermostat as well. So he came back the next day and installed a new thermostat. The day after the thermostat was installed it still was not working right and the AC just kept running and it would never shut off. So after having dealt twice already with the vendor that was through the warranty and still not having AC I decided to call a reputable AC company that knew what they were doing. The new company came out and knew right away what the problem was. My older furnace wasn’t compatible at all with the new AC unit.

Now why didn’t the vendor that the home warranty company sent out know that this would be the case? I also found out that the home warranty technician didn’t even replace the coil which was suppose to be apart of the AC fix. I feel that it’s only fair I’m given my money back for the parts that weren’t covered along with the money I had to pay for the trade call fee. I will without a doubt not be renewing my contract with Home Warranty of America.

On 9/5 I was told by the repair company they could not get authorization to complete my repair due to an “account issue”. I asked HWA if I paid the fee and canceled my account would they complete my repair. They said no. So now I have to call back in after the repair just to cancel the contract. I know one other person with HWA and they love them. For us they have not been worth the $95/ month and $100/ service fee.

3 weeks after my claim was filed they offered me a GE dryer replacement (I currently have a Whirlpool) or a buy out of $588. I requested a Whirlpool replacement (My 1 month old GE stove caught on fire and my experience with their customer service was as bad as HWA's) as I cannot purchase a dryer of equal quality for $588. The rep asked for the model number so she could submit it - when I called 48 hrs later to check the status they stated they couldn't find that model number, when I called back to verify the number they stated they no longer knew why Authorizations denied that particular unit. As of now - 1 month after I filed my claim - I'm still waiting for an explication or alternative Whirlpool model numbers to choose from.

We've called every day and have not been able to receive any information on timing or when the process will be completed. If they do end up needed to order themselves, I'm sure it will take another 2 weeks to get the part. This process has been ridiculous after 2 months of no AC in 100 degree weather. I would not recommend to anyone. Not worth the savings or hassle.

So I called my warranty company to file a claim (since I’m paying for services). I was given the name of a contractor who showed up the same day to come and inspect my unit. They suggested trying a compressor first. This was on a Saturday. The following Wednesday I decided to call and follow up with the contractor. The agent told me that they were waiting on the warranty company to approve the claim. So I called HWA and they told me that they were waiting on the diagnosis from the contractor. The agent then said, “Let me put you on hold so we can call them.” Comes back to the phone and says, “We talked to them and they told us the compressor so we will process this and get back with you by the end of business today.” EOB comes and goes.

Thursday I call again. The agent goes thru the same exact spill about waiting on the vendor to reply with a diagnosis. Now I’m confused. How is this possible. The agent then says. “Let me call them and see.” Comes back on the phone with the same exact response they say it’s a compressor etc etc give us until the eob today. Ok.... Eob comes and goes AGAIN! Friday I call and I’m pissed. I feel as if I’m in a loop, the agent proceeds to start saying the same exact thing. I then ask what country are you in? “I am in Guatemala ma'am.” “May I speak to a rep in the USA please.” You have to keep calling back and possibly get one in the US.

I called 10x, got one rep in Cali who only worked in sales and transferred me back to Mexico. How can a company called Home Warranty of America not be in the United States of America? I wouldn't have such an issue if the reps in other countries had jurisdiction outside of reading a teleprompter with rehearsed lines on how to solve problems. They are doing exactly what they were taught to do. Nothing. I have wasted time and money with this company. Buyer beware! They don't care at all. Spend a few weeks saving your money and repairing or replacing your items yourself.

I must've called HWA about seven times to get this information throughout the month of July and most of August. I would be told that the authorization department did not have any information on my claim, or to wait 24-48 hours again, or that my claim was closed. When I finally asked to speak to a supervisor, I was told the supervisor would call me within 24-72 hours. Needless to say, I never received a call from HWA on any matter, either from the authorization department of a supervisor. At this point I would advise everyone not to purchase the home warranty as I am stopping my payment for renewal.

I used the website to input the claim, I left a detailed description of the issue, to include the make and model of the air conditioner. After 3 weeks they finally sent out a tech who was not certified or authorized to work on that specific model. I called and relayed this information, 3 more weeks and someone showed up to look at it. The tech stated he only needed to get authorization from HWA to purchase the part required.

After 2 weeks, I was told it would be resubmitted as an emergency claim to expedite since it was now mid July. I was told by HWA that the contractors have not heard from me about a part number and that they had left several messages. I spoke with the contractors, they stated this was untrue as my voicemail is not set up so they could not leave a message, and they were still waiting on HWA to process the purchase request. After 2 more weeks, I received an email stating the job was canceled due to us not providing a part number to the contractors. The job is now open again. The same tech as before came out again, to get the part number again... It has been 2 weeks since then and I am still waiting for results.

I was able to log in to the HWA website and submit a claim with a description as to what was wrong. The first time I had to submit a claim, HWA selected a company for my air conditioner. The second time, the same company wasn’t available for an entire week. HWA started calling down the list to find someone that would be available the next day and they found someone. They did that on their own time to make that happen so that I could get serviced quickly, and I couldn’t be more grateful for that. They went above and beyond.

The two different companies that were here were both very professional. They cleaned up after themselves and were very friendly. They did what they needed to do and didn’t lollygag around. We've used the second one three times now. The guy that comes out owns the company and he has experience with autistic people. I have an autistic son and he is comfortable with him in the house. That was a big thing and that’s why I continue to use them if I have an issue with my air conditioner. I have recommended Home Warranty of America to anyone looking for a house. I just renewed my warranty as well because it's very much worth it and it takes a load off my mind. If something is wrong, I don’t have to start dialing through the phone book trying to find someone who's reputable or ask friends. HWA takes care of that for me.

Next morning we started to feel the home heating up again, the AC stopped working again. We call them again for the 3rd time, and they send the same company, but a different technician. He goes down to the AC unit and goes "oh there is a leak. I can hear it." "Well the guy that came before you said there are no leaks, and he said he did a leak test, and found nothing," I said. He said, "I only can talk about what I did." "OK. Anyway can you fix it??" "No. I have to go back, and send everything to the warranty company, and then they will tell us what are they going to cover." That was day 7 without AC. We call HWA again to ask them what is the process the next day, we need the AC fixed. It is 93 degrees in the house.

They go, "Oh we have to get the report from the technician, we will send it to the authorization department, and they will call you within 48 hours." We call the next day because it is really hot, and we can't sleep, they say "the authorization department is still looking. They need 48 hours." We asked is there a way to escalate the process. The representative said, "They will call you in 2 hours." We call them today, day 10, and we ask them what is the status, and I get the most ridiculous answers that I have never heard in my life. "Oh the authorization department need 48 working hours, 6 days". This getting ridiculous, and they are in default of the contract, I pay everything on time, and they haven't fixed the AC yet. Will take this to legal.

Original Review: Aug. 29, 2018

AC unit broke in the middle of July, TX. They lied on the phone to us about their approved providers being able to fix next day (or even in two days -- it's hot in Texas and soonest was 9 days... We'd have to check into a hotel). Anyway, we had to do our own search for someone who could fix, and had them submit the claim. They knew about this company and said they are terrible doing business with, as the person fixing has to wait on hold for hours with them. Submitting paid invoice on 7.24. Was told I'd hear back in 48 hours.

Week goes by, I call again, I'm told they'll research and call me back next day. Never received call. Two more weeks go by, at this point a month since invoice submitted, spoke with someone who said they are waiting on info from the company. They've had the invoice for a month... So why didn't they call them and get the info they needed in the first place? With me on hold, they did call, got the info needed and put it into processing.

Again, told I'd have a callback, never happened. Called them last week, told I'd get a call last Friday or this Monday... Again, surprise, never received. Called today, and I'm told they are only approving 1/7th of the invoice, and the rep couldn't tell me why. I asked to speak with a supervisor and I'm told he has 13 calls on queue and will back me back "within 24 hours." Not holding my breath.

We went with this company because they offered 13 month warranty when others offered 12 but that was a huge mistake -- who cares about an extra month of nothing. I can't believe they are still in business. Sharing this warning with all our friends and neighbors as well as the real estate company we used. They should be out of business. I don't know how they can continue to lie over the phone, and they are just hoping you'll get burnt out and stop calling them. Truly appalling.

I travel a lot and three minutes by when I was reading my checkbook, I realized I have not paid HWA. So, if I had a problem, I'm not sure if I would have been covered. I called HWA and pointed this out because I don’t want them to tell me I'm not covered because I have not paid. They said they were gonna charge my account with all the money I owe and I would be fine. That was the stupidest thing.

When submitting a claim, I would always call them. I want them to tell me when the contractor is coming. If have a refrigerator problem, I physically want to know before I get off the phone who they have reached out to, and while they're telling me that, I'm researching them online to see if they have a bad rep or not. One technician did an excellent job with my icemaker on my freezer. He's the one who has come out a couple of times on my washing machine, and he was nice enough to call me back a week later and ask me if I still have a noise. I've been happy with him. On the other hand, I paid $100, but the washing machine was still making a weird noise. It feels like it was grinding the engine out. I called HWA and my husband told me that if the machine breaks, HWA will handle it.

Another claim I had was an issue about our air conditioning. A guy came in to look at the air conditioner. They sent a second person in, he went upstairs, didn’t do any of the things they said they did, but they charged me $2,500 for all of this adaptability. When I called Home Warranty of America, I told them what happened and tried to get them to come in, but they never called me back. I also had an issue with my stove and my claim went on and on for months. I finally had to threaten to get my attorney involved and then they said they would pay me out, but I couldn’t buy a stove for what they wanted to pay me out for. So, I told them to send me one and they were rude about that.

There was also a situation when the contractor took out a unit, but they put back a much smaller and crappy unit. I was enraged when I found out about it. My husband wrote to them, but they never contacted us back and never responded to emails. The only thing they told me was that person was no longer with the company. I told them that since that person was with their company, they were the ones responsible, but they did nothing.

I've had three things done and it was always a real hassle other than the washing machine or dishwasher getting repaired. People work hard for reputation and I would go in the news to say my experience. If they did a good job, I'd be the first one singing their praises, but the next house or the next time I have to purchase a home warranty, I won't go back at all. I've recently found out that American Home Shield is better. Once I transfer, there is a six months period and my house was going on the market on Saturday. So, I don’t wanna transfer now. I'd almost have to do two at one time. If people asked me about HWA, I'd tell them to get American Home Shield.

Only for them to try and tell us our A.C isn't covered although it states in our contract it IS!!! They try pulling a fast one on you saying, "We can cut you a check for not even 1/4 of the cost for the new unit or you can pay for the whole thing." What would be the point of that! We are still waiting for an answer and supposedly it is in management now. Haha. Yeah right. They said they would call and never have I ever received a call from them! Hopefully this problem will be resolved soon and for sure before winter because not only is this our a.c. but our heat source as well! Oh and you can try threatening of retaining a lawyer & reporting them to the BBB and it concerns them not one bit! We really don't see how this company is even in business. Most horrible thing ever!!! Do yourself a favor and get a different company... If you don't it will be the biggest mistake you could ever make!

They had just one company that they gave me, but they said that they don’t do refrigerators anymore. Every time like that happened, it would take several days before I heard back. I usually submit my claim online and it’s easier. My wife would tell me about something in the evening when they’re close, so it’s really easy to use the online. HWA did well, although the problem sometimes is it takes too much time to work through there. Other than that, I’m satisfied.

One time, I had an issue with one of the contractors that they sent. It was with the spa heater and the contractor said that the job was completed and that it was fixed. But when I returned home and turned the spa heater on, it was not working. So I had to call HWA and then they sent another contractor to actually fix it and repair was done. Also, I had a plumbing issue one time as well as an electrical issue recently. When the contractors came to address those concerns, they fixed the issue.

Home Warranty of America is a great home warranty company and I have recommended them to other recent homeowners. So far, to me, it has been a great decision to go with them even though I was not given options. If it’s working for me so far and with all these three claims that I’ve had, I don’t see why I need to go shopping for something else. That grass may not be greener on the other side.

My dryer quit working so I called and it wasn’t something that they could do anything about. I had to call an electrician and wound up just replacing it. Then, I discovered that my dishwasher had mold in it and I didn’t know what was going on. I had never seen this kind of dishwasher before. So, I called HWA. They told me to contact a number but when I did, I never heard from someone for four days and I was not happy with that. When I called the second time, HWA gave me the same people. I waited two weeks and they didn’t call me. So, I haven’t been using my dishwasher. I use paper plates and the microwave quite a bit, so it’s not really any big deal for me because I live alone and I do very little cooking. Other than that, I’ve stayed with HWA even though the latest increase of the monthly payment was a little hard to take. I would also recommend them.

One time, it was something regarding our air conditioning and I told the technician that there might have been grime or dust or something that built up inside the metal grate in our indoor system. He told me how to clean it out and how I would need to and scrape it. He didn’t clean it out himself. The performance of the technician has been lazy to the point that I told my spouse that we might as well just call other companies ourselves and not even go through HWA because we might get better service.

3 weeks and we are still waiting! Left around 5 messages for Page Refrigeration and about 15 for HWA. They are crooks. BEWARE of these crooks!!! We finally called in a second opinion, out of our own pocket, because (shocker) HWA denied us a second opinion. He came out that day, service call was $50, and he agrees the entire unit needs replacement (HWA just wanted to track down and replace 20 yr old parts). We are having a new unit installed in 3 days out of our own pocket. HWA has done nothing but cause us an extreme amount of stress and frustration and take our money monthly for two years and leave us high and dry in the end. SAVE YOUR MONEY!!!

We had a claim right after we moved into the house. We moved all our stuff but we couldn't be physically in the house for another month. By the time we got here, it was 104 degrees in the middle of summer and the air conditioning wasn't working. We called them and they claimed that they weren't gonna cover it as it was an existing issue. However, all of the inspections went through and all of the HVAC was tested as part of our inspections and I have written documentation. They forced me to provide the written documentation of our inspections and then they still tried to decline it. They said it was a split system. Eventually, after another five to six weeks, they finally agreed to fix it.

Move forward a few months into the winter, the heater failed. The whole circuit board and the unit failed. They, once again, made me go back through the HVAC inspection submission. They, once again, tried to decline it as it was a split system which nowhere in the warranty does it say anything about voiding or not if you're in the split systems. They sent four different people up here that never showed up. The fifth person finally showed up and replaced the system board for us.

Then, little over a year ago, the original purchase had expired and they were trying to get me to re-up and re-agree to work with them. I was hesitant and declined it first. After about 20 minutes of them trying to pull me back in a massively reduced rate, I went ahead and signed up for another year. About three weeks ago, while I was out of town, I received an email that they automatically renewed me again and then put me back at the original rate without even discussing anything with me.

Also, when I spoke with somebody and I asked to escalate, they never escalated. They told me that somebody would gonna call me back and we never heard a word back from them. I had to call back in three to four times before somebody would actually return my call. And every time that I talk to them, it was a hassle. They do everything they could to not fulfill their part of the obligation even though my payment clears every single month.

Updated on 09/12/18: I had a terrible experience with HWA in August and posted a bad review. They responded a month later with a useless, generic response. As a very reasonable consumer I urge anyone seeking a home warranty company to stay away from HWA. You will be disappointed in their service.

Signing up was super quick and super easy. It was so easy for me to go to their website, put my login information in and review the programs that I already had. Upon renewal, they did the same thing. They emailed and alerted me and I was able to go in there and pick what I needed. There were explanations as to what was included with each package, so I thought it was awesome to just go to the web, pick what I needed, and then I was covered. The second summer that I was in there, my air conditioning unit went out and having an air conditioning break down is a big deal. This was mid-summer in Georgia and it was a 100 degrees outside. At first, I was like trying to figure it out on my own but then I thought about it and I logged in to my home warranty. I was able to put my issue in and they sent someone to come and fix it.

The guy who came was really nice. He told me what the problem was, explained it to me, and showed me what I needed. Also, he came with the parts and fixed it while I was at work. When I got back home, he had a note on there letting me know all was fixed. It was awesome like I didn’t have to do too much and I didn’t have to take off work. It was a very seamless process. I specifically recommend Home Warranty of America to people who already have homes and don’t have a home warranty. With HWA, people can pick up a home warranty if they’re already a homeowner which is awesome too. It's a really great product and HWA has an excellent service.

They couldn't fix it that day. They had to replace it and being a built-in, they had come back or called me two days later and said, "Okay, we've got a model that'll fit right in that cove." They came out and fixed it up. I paid my part and it was good. A friend said their AC burned out and none of it was covered and another one that said their water heater blew up or started leaking out and it wasn't covered. With HWA I know that all of that stuff is covered with me. It doesn't cover a window breaking or stuff like that but it covers my appliances, the water heater and the things that once in a blue moon, I may have a problem with.

We just had this little AC issue out of the house maybe 10 days ago, when all the heat was happening. I expected them to say that it's gonna be three to five days before they can get anyone out here because everybody's already booked but they said, "Today is Tuesday and they can be out there late Wednesday, or they can be out there mid-day Thursday," so it was quick.

The only contractor available was in a town about 60 miles from us. We’re in a large town, so I’m kinda surprised they didn’t have anyone else. Considering it was a 100-degree heat index here, we had called someone else to go ahead and replace the air conditioner in the meantime. The company that we used works seven days a week and they were out within two hours. We’re getting the paperwork now to submit to Home Warranty of America to see if they’ll pay a portion. We used the warranty once last year. The air conditioner quit and they sent out a guy, but he was there within a couple of days. It wasn’t as big a deal but this time it was so hot we couldn’t wait. We will not renew the warranty next year.