Home Warranty of America Reviews

The A/C company reached out a few times and never got phone calls back from Home Warranty of America. I needed a new a/c unit, so I called Home Warranty of America and explained to them what was going on. I got told they needed to send one of their HVAC people out to confirm what needed to be done. I was also told that after I pay their HVAC company the $100.00, I would not get reimburse for the replacement of a new system unless I got that A/C company to do the replacement. I explained again that I have an A/C company that I like and if I got another company to replace the unit after their people confirmed it was bad, why wouldn't they pay the other company to replace it. Their response was because they are not a vendor. NEVER WILL RECOMMEND THIS COMPANY AND WILL TELL PEOPLE TO STAY AWAY FROM THEM. Choice Home Warranty is much better!

The rep that I talked to was nasty while helping me as if I was trying to steal something. I said, "Well, had I known there was a 30-day waiting period, I wouldn't have called you. I would have called another company.” I was gonna cancel and the Regional Manager intervened and asked me not to do that. But I still had to come out of pocket and got it fixed.

When my wife told the rep that the spring had broken, the rep should have explained what was and wasn't covered. I looked at our warranty when I got it, but it was a lot of pages of small print so I didn't see that the springs weren't covered. The reps also told us that the only thing that was covered when a garage door quits are the two cables in the garage door opener and the door itself and the springs were not. But that spring had broken five years ago and they fixed and paid for it so I am a little disillusioned. I looked at our old warranty with American Home Shield and they would have covered it. The pricing between the two companies was about the same but HWA was a little bit less money. But I am not very happy and I'm not sure if I'll renew with HWA.

Timothy **, Customer Care and Concierge, called me on December 9th. This was 31 hours later. He assured me everything was going to be fine and I was approved to find my own plumber. He also told me I could email my “Paid In Full Invoice” to him and Andrea, his assistant, and I would promptly be reimbursed. Not the case at all.

I contacted a reputable local plumber in my area. After they arrived, we called HWA for approval for the plumber to do the repairs. The Claims Department gave the approval for the cost and the repairs to be done. Shortly after I paid the invoice in full, I forward a copy to Timothy ** and his assistant, Andrea. Two days later, Andrea called me to “offer me a payout”. My invoice total was $405.40. This was after a $40.00 discount was offered from the plumbing company, because the plumber didn’t make it out to my house until 12 hours after the specified time. Andrea offered to pay me $120 less than what the invoice total was. Are you kidding me? Claims approved the vendor and the amount for the repair. I saved $40 and they still want to offer me $120 less?

I sent an email to Timothy **, since he stated I could contact him anytime with any questions or concerns regarding my claim. I didn’t hear anything back from him. No phone call, email, nothing. I sent another email on December 21st, fourteen days after my initial flood. Still, no response. I sent another email on January 2nd, 26 days after the initial flood. He finally responded back to my email with the following: "Sorry for not replying I will be on it shortly. I will call to give advisement on what is up?"

I never heard back from him again, so I sent another email on January 3rd. He has yet to respond back to me. I contacted the claims department and requested to speak to someone in charge. I explained my situation, and the claims rep said she contacted the manager, but he was on another call assisting another customer. The rep assured me the manager would call me back right away. This was 9 days ago. NO ONE, I mean NO ONE has called me back. I still have yet to get paid for my claim and, the company loves their customers so much, my phone is ringing off the hook for someone to help me resolve my concerns. NOT!

I filled out a customer service survey on January 3rd about my experience. Even after all that I have been through, and took the time to complete my concerns in a survey, guess what??!! Yes, no one has yet to call me, I want my money I am entitled to. I paid for the warranty plan in full. They have my money, so now I am just another customer they can steal money from!!! There is a lot of reputable home warranty companies out there. Do your research before throwing your money away on a company that cares absolutely nothing about the customer.

So, there was a lot of back and forth. I was the one calling quite a bit to follow up on the claim. Thereafter, they had to come back out to install the part and it turned out that it was not the right one. Eventually, they said that the problem could not be fixed even though they ordered a part that didn't seem to fit. I told Home Warranty of America that I preferred to have someone else come out and give us a second opinion. They organized that and I never heard back.

The problem still exists and I've been living with it because I haven't had time to keep following up. It has been going on for months. Once I called and I explained some of the concerns that I had, I got the follow-up which was helpful. I've had issues with other warranty companies that were infinitely worse. Still, I never got any benefit from filing that claim because my problem still exists. Home warranty companies that I've worked with typically outsource the services requested by customers to a local technician. I've looked up the companies HWA outsources to online and they have very, very poor ratings.

HWA should improve the relationship they have with the local companies they outsource to. Their customers are not gonna be happy with the technicians that they will be assigned to. They can easily go around the home warranty and call somebody quite reputable who can be out in 24 hours and give the highest quality service. However, because those companies are not affiliated with or sourced by the warranty company, customers cannot get that benefit. I feel like I paid extra money and got substandard service because I decided to buy the warranty. I would think it’d be almost the opposite and that I should be getting better service because I prepaid.

The most recent claim we had was the longest time we waited for a contractor to come. There was something that we needed fixed and the contractor that was assigned to us was kind of a flake and he cancelled on us twice. Eventually, we had to call back HWA and got reassigned to somebody else. But other than that, that's normally not what happens. Usually, the first person who gets assigned comes on out and takes care of the thing. All the people that have done work at our house that we've gotten through y'all have been professional. Having a warranty on our property is a good idea, especially since my home is older. We had no clue what was gonna go out.

Home Warranty of America should answer their calls, take care of their customers and not put them off. Half of the people I talked to, I can't understand what they were saying. They had to hire foreigners or maybe they call from a foreign country. HWA still takes my payments out of my check every month, but I wouldn’t recommend them to anybody. If I have a contract with somebody, I want them to honor that contract and Home Warranty doesn't.

Now this is the 3rd day. No return calls from this company. First time they said they have no one available I can get someone on my own. I made the first call I found someone to come, the next day. I called home warranty of America back say to them I found someone so you call them to get it authorized so I don't want to pay upfront because the reimbursement process takes forever. So she said give the name and number of the company I found to come and pump the rant and I will call them to get it authorized, I said ok. Never heard back so I call them 4 more times each time they said I will escalate this to our team. Never heard back from Home Warranty of America. So now it's been 3 days. Never heard back from them and the company never heard from them and there coming today to pump it. We haven't been able to flush toilets and no baths. Can't run water for 3 days. I will pay for the pumping today out of my pocket.

After today I'm done with Home Warranty of America, and will pursue a reimbursement for my monthly payments of 65.00 for the past 7 months. I will advise everyone to look somewhere else for your home warranty and do not choose home warranty of america. I have a really great attorney. You pay monthly payments then when you need service you don't get it. I've never had a claim before, ONLY 1 time and this is what I pay for. Now it's more damage because I waited 3 days for the service. Look somewhere else everyone do not choose home warranty of america, the worst of the worst.

Claim #1: Electrical – Not Covered. Claim #2: Dishwasher – Covered, but took several weeks to finalize for a $100 payment…for $60 part. Claim #3: Water well – Not Covered. HWA said they did not have a service provider in the area, so they instructed me to hire my own contractor. So I did. I hired the contractor who has serviced our home since 1939. Yes! This company has been in business since 1939! “Well”… This must have been a pretty technical problem!? FYI. It’s a well, not rocket science! A water well is very simple thing. You have a pump, a tank, and a pressure switch. The pressure switch was replaced in less than a hour, two men...$200.00. HWA would not pay! Really!

Claim #4: Septic – Not Covered. HWA provided several providers for me to contact. I contact all of them. No one returned my calls…as sewage was backing up into my house. Certain things we can wait for in life… “**” coming into my home is not one of them. Just a question. What happens if your heat goes out in the middle of the winter. Are you expected to wait a week to have one of their “handyman” providers possibly get back to you!? To all fellow homeowners thinking about these “Home Warranty Policies”… Save Your Money!

Also, after I had initiated the claim online initially, the company never called so then I had to call and follow up. Someone told me that that plumbing company was notoriously non-responsive and they’ve had issues with them. I don’t know why HWA would continue to use them. But it might’ve been the second plumber who said it so maybe it was a plumber knocking another plumber. I’m not super happy. But the warranty company seems fine and the price is fine as well.

The reviews were all negative... especially when dealing with a home warranty situation. All of them had reviews that stated they didn't show up when they were supposed to... They did poor work... Unprofessional... and on and on. Now I am 100% sure that the bosses at Home Warranty of America would NOT let someone into their home that they didn't trust. So I called them back again and again asked why they would recommend businesses that did poor work to come into my home to fix my HVAC. No one could give me an answer. They just kept reassuring me that they only dealt with vendors that provided good service and did good work!!! Well according to all the negative reviews that are available this is a lie!!!

I called Home Warranty of America AGAIN... and was finally told that I could use my own technician but he would have to call in with the claim and contract numbers and give a list of repairs to the representative and work out a price reimbursement. He did this and was on the phone with Home Warranty for HOURS agreeing on a price. Finally a price was agreed upon... around $1100.00. He came the next day and fixed the unit in a very timely manner and it is working perfectly now!!!

When I submitted the invoice that THIS COMPANY negotiated with my technician along with a copy of the check for payment in full I was informed that I would only be reimbursed $430.00... less than half of the agreed upon amount!!! I asked why he had to call in and haggle overpricing if they had no intention off paying the amount. The representative was rude and I was pretty much told too bad and asked how I wanted my reimbursement. I wouldn't recommend this company to my worst enemy. It is a horrible company to work with and a money racket. Apparently they would rather send crooks and unprofessional people into your home to do bad work rather than to have the work done correctly the first time. I will definitely be switching warranty companies. This is a very poor company that does not care about their customers.

When they brought the newer stove out, they said they had no paperwork to pick up the other stove. We had to have HWA issue more paperwork. The pick-up people put the stove in the garage and it sat there for two weeks or so before the pick-up company came to pick it out. People had to use their brains to figure out that if they were gonna replace the stove, they had to pick up the other one, and we were upset about that. The whole experience lasted for about three months and it was ridiculous.

However, I had one contractor go out to our location to do the job, but he didn't complete the job. He said it needed extra work. What I didn't like about it is that I had to pay the fee when they got at the door – before they do anything. It was not like they do the work, then bill you. We called them back and said that they didn't do the job that they were hired to do and they wanted to charge us another fee for going out a second time when they screwed up the first time. They said that they were going to waive the charge. It was time-consuming to get on the phone and wait for somebody to come on and get transferred to a different operator. They took our information and said that they would call us, but they never did.

I also just ordered a furnace for one of my properties. The delivery was scheduled and the installation was scheduled for last Thursday. They called and left a message and said that the delivery was on back-order, but it didn't come in. When I called, they said that the delivery had come in and I asked when the installation was going to be. They said that what happened was they were sent the wrong delivery and that they had to reorder, so they couldn't get it until the 2nd of January. I asked the rep if the problem was because they couldn't get any technicians to go out and install it or was it because the furnace was really in back-order. He said that they ordered an up-flow, but they were sent a down-flow, so they had to send it back. He also said that he just spoke to the people and they said that it would be in by the 2nd of January.

I asked when the installation schedule was. He said it was scheduled for the 2nd or the 3rd of January. I didn't like that because that was too long and the house has tenants. We made amends for the inconvenience for the tenants, but they are dragging their foot on the situation. I also have a complaint because it took them too long to okay the replacement of the furnace. The furnace was working when they went to the house and they rebuilt the air conditioner. The air condition was connected to the furnace and when they finished installing the new air conditioner, they had to disconnect the furnace. They went back to install the air conditioner, but when the tenants turned the furnace on, it wouldn't come on.

I called Home Warranty of America and they called Complete Mechanical Services. They said they would go out and check out the furnace. I told them that it was their fault that the furnace was not working because it was working when they started working on the air-con. They said that it was not their fault I needed a new furnace. Now, I'm paying $1400 for a new furnace and they wanted to buy me out. They offered me several hundred dollars and I could find someone to install the furnace myself, but I decided why I had to go through it when I already got somebody on it. I had to reschedule with the tenant. The new technician wouldn't have to go out and may not be able to get on his schedule for another week or two, so I decided to go with them.

It was the only thing I was not happy about, but everything else was fine. Home Warranty of America just took too long to make decisions if they were going to replace it. Another thing I don't like is when the technician goes out and does a job, they don't send the report to the owner. I asked Complete Mechanical Services for the report and they said that I had to get it from Home Warranty of America. When I asked Home Warranty of America to email me the reports, so I could read it and see what was wrong, they said they don't send that information out. I'm the one paying for all of this and I couldn't have a copy of the report.

I eventually found somebody else that would do the job more reasonably. It was a communication thing and a negotiating issue with Home Warranty of America. I like to get things done right away. If the tenant called and said something was wrong, I want the work done immediately. I don't want to tell the tenant, "Well, it was supposed to come in and didn't come in. Can you reschedule?" They have to disrupt their lives and reschedule and wait for me. When the rent is due, I want the rent on time, but in order to get the rent paid on time, we hav

It was Sears that came out and worked on the dryer one time and when they left, they said everything was fine. But when we went to use the dryer, it had the the same problem. So I was really getting unnerved about that. But with the last contractor, two guys came out and they got it fixed. In fact, one of them was the guy who fixed my dishwasher before. He remembered coming to the house and I said maybe he could get it fixed, and he did. That claim took a while but when I asked if I had to pay again, HWA said no. It was the same claim because they hadn't fixed my problem.

I have a roof problem for five months now and I have begged HWA that my roof be repaired. At first, I saw tell-tale signs of my ceiling having water stains on it and around my chimney, there's bare wood exposed. They sent somebody out here to patch the roof. The guy was from Moncks Corner, a roofing company, and he took pictures but I don't know if he patched the roof. The problem continued and to date, if I call HWA, they tell me to hold on and I'm put on hold for half an hour. Nobody ever comes back though, so I hang up in disgust. Other than that, the contractors they send out are either next-door to a wheelchair requirement or they aren't just top-notch people. I have not seen anyone yet that would meet the standards of somebody that I would pay for to come out. They aren't the quality people that you would normally find. I am totally dissatisfied with HWA, and I’m getting ready to cancel my policy.

The techs are professional and they do what they can. Some of them have been able to help us, but some of them say that they don’t have the equipment. For instance, they couldn't detect a water leak under the floor, so they had to refer to another contractor. There have also been times where we had to call back several times with the same issue. The $100 deductible for the plan that we have is a little high and if the charge is over $100, they take the deductible off, but for some of the little things that they do, $100 seems like a lot to charge.

After speaking to several HWA employees with poor English and who clearly don't have any access to information or power to help in any way, we waited to hear about their decision. They told us they would take our claim -- hooray. However, after talking with several more employees (useless endeavor if you need real information), I was told that they would have the microwave repaired. I told them that per the suggestion of the technician, we would rather have them just buy out our microwave instead of them paying the cost of the part plus the time of the repairman to come and do the job. I was told that since they already had said part on hand, we had no choice.

We had the repairman come back and boy was he ticked off. He told us that it would have been more cost effective to have it replaced and that the microwave likely wouldn't last long anyhow. Now we are 4 months out from having the repair done on our microwave and it is burning out again!!! Just like the technician said that it would (to us and to HWA). Getting a home warranty through this company is a joke and a complete waste of money!

I thought I had a leak somewhere, and it was actually my furnace/air conditioner drain backing up. The plumber said it wasn't a plumber job, it was an AC guy job. But then, I had my plumber friend come out and fixed it. All he had to do is blow out the line like a plumber would do. The plumber HWA sent let my house flood for another two days and I called HWA about it. They said that they would send an AC guy out. I told them that I had already taken care of the problem and that I never wanted that plumber back in my house again. And since then, I've had a couple blockages between my house and the street, and they've sent somebody else out and that was great.

This warranty is going on our second year. We just bought the home a year ago in September, and we haven’t had any major breakdowns. The stove, microwave, dishwasher, refrigerator, water heater and the heating system are all working. But as they get older and break down, we’ll figure out how good this warranty is. That’ll be the test. We call in to submit claims and right now, it’s just minor things that we’ve called on. The techs were out within a day, so we had no problems. One weekend, our heating system's igniter wasn’t working. We called, and they got somebody within two hours. So we were without heat for only a couple of hours rather than the whole weekend, and that was nice. We’ve been pretty satisfied with Home Warranty of America.

The tenant normally writes up a work order or they call us and tell us an issue, then we call Home Warranty. Then, we get a confirmation number from Home Warranty and they go out and service it. Home Warranty is great, although some of the vendors I have are questionable and the one issue that we were having at Deep Canyon was that they did not call my tenant and it went on for days and days. I called, then Joe called back and he finally got a hold of the appliance company, Basin Appliance Repair. They said they would take care of the issue. However, I haven’t spoken with the update yet after the service. Nonetheless, everything is good and I like getting claim numbers and calling back. What they know and what I know are usually on point.

I submitted a whole bunch of claims at once with HWA over the phone. I knew I had to pay a deductible for people to come. The interaction with their claims rep was not quite as hard, maybe because I didn't expect it to be easy. I submitted a claim for my broken stove top. The fan wouldn't rise. I also submitted a claim for my washing machine, for my dishwasher and for my refrigerator.

I had a number of interactions with the contractors and some contractors are a little more gregarious than others. But overall, they're good. I have had some returns, but it was on the same claims, and that got worked out. But sometimes it was a little difficult. I don't recommend them without certain recommendation like my agent gave me. People have to be willing to deal with them in difficult times. But my experience with HWA wasn't too bad and I signed up with them for another year.

The only complaint I have with HWA is one that I had to create because when we had our Sub-Zero repaired, the reps didn’t have anyone that they could assign. So they told me to find someone and I could only find one Sub-Zero contractor. They did fine, except that they charged outrageously for the repair, in my opinion, which a manager there at HWA agreed to. There was an issue, however, because HWA didn’t really wanna pay their $2,500 at first. But they had a recording of the manager approving the repair, saying HWA would do it up to $2,500, so in the end, they came through and paid it off. But the bill came and it was $2,700, so I paid $200 on my own. Although it took about six months to get that issue reconciled and it was frustrating, I’m not blaming HWA on that, especially after they ended up paying it.

HWA has reputable contractors that they send. They are not just guessing, which is what happened with the Sub-Zero dealer. That was one of the cases where I wished that HWA had someone under contract, and then, it would have been negotiated in advance. But I know HWA can’t have someone for every single thing, and Sub-Zero is kinda unique, so they didn’t have anyone near. Still, HWA is a nice service to have so that if anything happens, it’s $100.

I have recommended HWA to many people at work especially because we have people moving in and out. I tell them that when they first buy their house, HWA is a great option to have. We didn’t know we’d renew our warranty with HWA every year, but we did because we really like the service. I really like that when you’re new in town, and you don't know any electrician to call, they'll say someone is going to come. It's nice to know that with HWA, you’re gonna be serviced. The warranty is for peace of mind and we don’t have to fret over something going wrong.

I asked for a supervisor to call me when he/she is able and she agreed. I never got that callback. I didn't hear back regarding my claim for 4 more days (not 48 hours as I was told). I then waited an additional 4 days for the plumber to call me. They told me that they weren't told that the claim was approved until today. I called HWA to allow them the opportunity to do something to make all of this right. They did nothing. If you haven't already, do NOT purchase a home warranty from this company. The customer service is nonexistent. They do not empower their employees to do things necessary to make things right with their customers and you are given one tier of customer service employee to deal with only. You will not get to speak with a supervisor or anyone else with any more power than they agents who take claims. That's not an acceptable method of conducting business.

We did everything that we were supposed to do. We had three different companies come out. The last company diagnosed the problem, but then HWA decided that they wanted a second opinion which caused us to go almost two weeks without heat. But Home Warranty of America did a good job eventually. It took them a while to diagnose the problem, but they took care of it. They are a good warranty and they cover a lot of things. But people have to know that they are going to have to pay a $100 service charge for every occurrence. That's pretty standard with most companies.

Home Warranty of America is responsive and they have good customer service reps. They are attentive and understanding. They listen to what your particular issue is and what needs to be serviced in your home. Up to this point, my experience with Home Warranty of America has been okay. The only concern so far is that there is one particular service, like plumbing for instance, that HWA requires to be separate when it’s an isolated issue, whether it’s from one room to another.

There was also one company in particular that had to come out five times to fix one isolated issue. So it was a little disturbing. There were two technicians that ended up coming out and it took them five tries, which caused me to reschedule and miss out on other things. There is a 30-day warranty from the time that a contractor comes out. But I ended up having to pay three times. I ended up paying $180 for the same issue. But they got it fixed and everything is working okay now. And as far as HWA’s response with regards to calling me back and having a service provider come out and perform service at the house, they have been great.

In terms of claim submission, I've done it both online and over the phone. Their online site is very user-friendly and straightforward. Submission of claims over the phone was very easy. And when the claims are approved, it goes through well. We get great providers and I’m happy with that. Everyone they’ve sent has done an excellent job. But there had been a few times where things have not been approved, or they’ve come out to do the work, then it turns out it’s not covered. It's a little unclear sometimes as to what is covered.

I got talked into what was called a diamond plan, and I didn’t really know what it was. I had called in to put in a claim, and they said that they'll just gonna upgrade me. But then that was what increased our rate, and I didn’t realize that. Their pricing is killing us a little bit, but that’s about it. Other than that, Home Warranty of America got great customer service, and it usually works fast. Everything else seemed good.

The most frustrating part sometimes is waiting on the providers. Sometimes, they would not be in the local area and we would end up waiting. We could have gotten it taken care of a lot quicker but since we signed up for this network program, we would have to wait. On the other hand, over the period of time, there has only been one or two providers that really did not display a professional manner.

My elderly mother lives with me and I could not go without water, so I called a well company and had the well fixed. The next week I called HWA and someone picked up the phone and I explained the situation. I submitted the bill I received from the well company and where I had paid the well company. HWA also wanted someone from the well company to call them, which I asked the well company to do. The people @ HWA that I spoke with acted as if they did not believe me and some said but I was working that day. I explained that I understood how the process was suppose to work and I did follow the procedure but was not responsible if no one at HWA answered the phone or e-mailed me back. (I am hoping that I can get my printed phone records showing the date and times that I called HWA. My phone shows the URGENT E-MAIL that I sent to HWA. Although I am not sure how I can prove that unless someone physically looks at my phone.)

Any suggestions? The claim happened at the end of September, 2018. I received a call in December, 2018 from HWA wanting to settle the claim but NOT for the full amount that I had to pay the well company. I declined their offer. In my opinion, HWA should reimburse me the full amount that it cost to have my well repaired as I did follow their procedures but I am not responsible if HWA does not answer their phone or respond to an E-Mail. Any suggestions??? Has this happened to anyone else???

But the cost for a service call has gone up over time. It used to be $40 and eventually it went to $50. And now it's about $70 or $75. But other than that, the people from HWA have always been nice and respectful. The servicing of the calls or the scheduling of the service has always been timely as well. HWA has always done great for us and we have recommended them to other folks.

I would have never added the pool plan to my contract, if I was aware that you wouldn't cover my pool pump and filter. I need this moved off of my contract ASAP, and I also need my refund for the deductible of $100.00 refunded to me ASAP. When I added the pool plan to my contract last year, I specifically asked if you guys covered above ground built in pool, which you guys stated yes. I'm really not happy with Home Warranty of America, and I'm currently shopping around, considering canceling you guys. This is the 2nd incident in a 2 weeks. You guys incorrectly suspended my account, after you failed to realize I had paid my deductible on a service claim for last year. Very unhappy with HWA. I need someone in upper management to contact me asap.

I was even once told by a Home Warranty representative that my claim was being reviewed by the authorization department and that I could expect a call back in "a few hours" however, after receiving no call I called them back and was told they had no information from the vendor and that the authorization department was doing nothing. Stay away from this company. Do not send them your money. It is a scam.

I call HWA for my claims and they usually get back to me within a few minutes. But I've been having issues with my AC unit and I was told that until some piece goes out, they can't replace the whole unit. So the tech would come out, fix it and get it working but it's making noise. For the most part, though, the piece is not broken and most people get it to work. They would put a band-aid on stuff and keep it moving. I've had the same tech come out twice and he is perfect. I don't have to tell him to put on those paper shoes. I've had people come out for my washing machine and they looked at me crazy when I told them to put those covers on. So these guys that HWA sent out are very professional and quick. I would definitely refer HWA.

This company Home Warranty of America has no idea what kind of people they are sending to YOUR home! They offered to send someone else out at MY expense! I don't want them to EVER send anyone to my house again. The electrician made me so uncomfortable that I called my husband to come home. This company is a joke! I'm sure neither of the contractors they sent to my house was licensed, bonded or ensured! They don't vet their contractors! I'm sure they wouldn't use the ones that they sent to me!

I took photos, paid the service provider by money order to create a paper trail, and emailed them my detailed invoice from my service provider along with photos and money order receipts. I have been told by three employees that they would push my claim to upper management and someone would call me back. I have just about lost all patience and called again last night and was on the phone for 2 hrs and 36 minutes. After the first 1 hr 30 minute mark after I continued to ask for a supervisor over and over, finally got to speak with Dottie the overnight manager. She was very chipper and almost seemed fake because I clearly had a complaint about how I was not being treated fairly and she did not seem like she was really wanting to help me figure out a solution.

I have much written down about Dottie that I would love to share with her supervisor, so I will not go into detail here, but basically Dottie stated that they are denying reimbursement to me because my service provider did not call in to tell them what the claim was. Dottie said it is in the contract agreement what to do. I told Dottie that when I called in to tell the company that I had to use my own service provider, no one told me what was needed to get reimbursed. That is pretty important information to disclose. I explained this to Dottie and she did not care.

I asked to speak to her supervisor repeatedly and she said she was unable to give me her supervisor contact info. I said, “Dottie, how do I get in contact with your supervisor if I have a problem with you”. She repeatedly stated that she cannot give me her supervisor contact info: I Write all this to warn all who are purchasing or financing homes to be aware of this companies Home Warranty of America that if you have an issue according to Dottie, you have no one to talk to about it. This is not good and I hope many see this so it may help prevent all from going through what we went through.

Since M & E Plumbing did not want to take on the job I requested for HWA to send another company out to take my claim. By the time HWA found another company, it was Wednesday November 13, 2018; however, that company could not come out to assess the flooding in my basement till Friday November 15, 2018. Finally, on Friday November 15, 2018 the company FlowRight Plumbing did their assessment and said that the main water line to my house was leaking. I informed FlowRight Plumbing that the water company American Water came out on Monday November 12, 2018 to shut off the water line from the street going into the house several times. I then asked how we are still getting water in the basement if the water is shut off. He just said it was probably the main water line. Since he was the professional, I took his word that it was the main water line.

When they were finally able to send out a crew to my house to work on the basement flooding, they broke the foundation floor to determine if the main waterline was leaking underneath the foundation, to which they determined that was not the cause of the flooding. They then told me that the main water line was leaking outside the house. The estimated the cost to about $5,200 out of pocket. However, during the process they gauged the soft copper pipe to our main water line under the foundation with the jackhammer and drilled two holes in our PVC drain pipe to our showers and sinks. The company did not tell me that they did this but after they left I assessed what work had been done and found the gauge and two drill holes. Even if I wanted to turn on the water I cannot do so because of the damage they did.

My father then talked to some plumbers who suggested that it could be the sub pump (which you would think FlowRight Plumbing and A & E Plumbing would look at the sub pump when assessing the claim). I then went out on Tuesday night November 20, 2018 and bought a new sub pump to see if that could be the issue before FlowRight Plumbing charged me $5,200 and tears up my front yard. Sure enough after the new sub Pump was installed all the water started draining from the basement and with the main water line being shut off, there is no more water entering the basement. But now I cannot turn on the water because of the damages to the PVC pipe and soft copper that FlowRight Plumbing did because HWA did not give me a choice on which plumbers I could use. It is now Friday November 23, 2018 and I still do not have water.

I contacted HWA on Wednesday morning November 21, 2018 and requested to talk to a supervisor of the claims department, which I recorded the whole conversation. It took about an hour to actually get to a supervisor and I was transferred about 5 times. The supervisor said that someone from another department will be contacting me, but it could take about 24 hours to hear back. He did not state that they will not be open Thanksgiving November 22, 2018. It has been well over 24 hours will still no call. My family and I have been without water for almost two weeks and now have a broken pipe that I should not be responsible to pay because the pipes should not have been damaged in the first place. I looking into any way to get this corrected ASAP. If anyone has any advice on what steps I should be taking to get this resolved without spending money.

I was given an appointment for this past Friday to finally get my dryer fixed. After my appointment window I called to check on the location of the technician. I was told that his van was not working and that he would not be working that day. I was told that I would be put on the schedule for Saturday between 10 and 1. It was a no call no show. I called the warranty company at 1:30 on Saturday and informed them of what was going on. They first tried to put me on hold to call the vendor, but then in the same breath told me that the vendor is closed and that the technician may be running behind schedule. I was told to call back Monday if the vendor never shows.

I called the vendor Monday and first informed them that there was a no call no show on Saturday and was pretty much told that the next available appointment was on Friday. There was no acknowledgement of the lack of customer service or that the technician never showed up. When I questioned why, I was yelled at and hung up on. I then called the warranty company to request that my claim be reassigned since no work has been done and the lack of customer service. I was told to give them, the vendor, another chance and that they could not reassign according to my contract. I questioned where in the contract does it state that the claim can not be reassigned, he told me to look on page 2 section D.

I looked there and read to him what it said, he then stated that it was not in the contract but an in house rule. I asked to speak to a supervisor, I was told that I would be placed on the call back list. I received a called and spoke with a supervisor who also told me to give the vendor another chance, or get the claim reassigned with another service fee attached. I question why would I pay another service fee if the first service was not provided. All I want is my dryer fixed without me having to pay another service fee. This company does not put their customers first. I WILL NOT RENEW THIS CONTRACT. THIS COMPANY CARES MORE ABOUT THE VENDORS THAN THE HOME OWNERS!!!

After waiting for Home Warranty of America or Ace Mechanical to contact me to tell me the results of what is going to happen that was around two weeks ago and finally today I called Home Warranty of America and guess what just today the service provider told him what was wrong, today out of all the days when I call they were just told today by the service provider, and now they tell me that the condenser has to be replaced. Now there wasn't anything wrong with it before but now it has to be replaced. I guess for 680 something dollars, and guess what HWA Will not cover up the condenser and that I need to pay the 680 something dollars.

As I said in my other review this company is not worth a damn, they will treat you and lady you and make you wait more and longer and more and longer and still won’t do a thing. People please do not buy a warranty from HWA. They will steal your money and cheat you and lied to you the way they get us. The only recourse we have now is an attorney to try to settle it all and to get something done and that will take just more money.

Original Review: Bought a home that came with the Home Warranty America Marquee plan that cost $600. The air-conditioner went out after three March and called a Home Warranty of America to file a claim. They gave me the name and phone number of the company that was supposed to come and fix it after three days. I called that company and they said they don’t have time that I should call Home Warranty of America back again and find someone else.

I called a Home Warranty America back again and told them what the problem was. Gave them the claim number and then they ran me around the bush for so long I lost my camper, they told me I could pay for it out of my pocket and I get no satisfaction whatsoever out of this company. As far as I am concerned this company is nothing but a fraud, they steal from the consumer and provide no service, and they are the most damn hateful people that I have ever talk to. My advice to everyone else you do not purchase.

Our second problem was the worst. We have a septic system and were having trouble with water draining in the home. We are new to septic and asked our neighbors and were told we probably needed to have the tank pumped. We called HWA and they sent out Texas Pride to pump the tank. Texas Pride came just as they said they would. The Texas Pride guys located the access cover, dug out the dirt covering it and started to insert their hose from the truck. At this time they received a phone call and were told that the problem would not be covered because we did not have a septic certification prior to the work. HWA talks to me like I'm stupid and that everyone knows what a septic certification is. I called the county permits office and the Texas state office that handles "on-site sewage facilities" and neither of those offices can tell me what a septic certification is. There is no form or procedure for getting something like this.

So, Texas Pride leaves our home without pumping the tank and with the hole still dug to expose the access cover. Then HWA bills us $100 for the service call. HWA should have never scheduled Texas Pride to visit since they were going to deny the work. I've spoke with a number of people at HWA and they are awful. I'd give them negative stars if the system would allow. We have asked for a refund but they have also denied that. DO NOT CONTRACT WITH THIS COMPANY!!!

A week goes by and still nothing, my basement drain is flooded, and I can't run my washer without major back up. I called back again and again for about another week talking to representatives that know nothing. Then, finally I was able to get a plumber scheduled. The plumber visited a couple days later, I paid my co-pay of $100 and he snaked the drain. The water ran and it STILL backed up. We both agreed, that it was not fixed and someone with better tools needed to come out to service it. He called HWA on speakerphone so that we both were able to hear the conversation. He tells them it is not fixed and that another drain expert should come out to resolve the problem. He also notes that I should not be charged more since the problem was not fixed. This was over a month ago and I have yet to hear from HWA.

I shared this story with my realtor and he personally contacted them about a two weeks ago and provided me with a new project # and the name of a company who will be servicing it. He said they would be calling me to set up a time to come out. I never heard anything. Today, I called that company, Wing Plumbing, and they shared that they do not work with HWA anymore as they never paid for work they did for them on previous projects. She shared that they are one of the most dishonest companies she has ever contracted with.

With still no word from HWA, I called them after this conversation with Wing Plumbing to check on the status of the project. The representative, Randy #** told me that Wing Plumbing was assigned to the job and that they were going to do it. I shared with him the conversation I just had with that company and he put me on pause for about 5 minutes. Randy #** then returned on the phone and shared that there are no other providers to do the work in the Twin Cities area.

I asked to know what the time frame would be to find another serviceman (remember this is going on 6 weeks now) and he was unable to share a time frame. I asked to speak to a supervisor and Randy #** put me on hold. 10 minutes later Randy hung up on me. So here I am, with a broken drain and an absolute nightmare trying to keep this company accountable for the service they promised to provide. They are deceitful, they do not do the work they promise, and they provide the worst customer service I have ever received. DO NOT HIRE HOME WARRANTY OF AMERICA.

Washer, 3 visits and then we told parts were on order and by mid August, I called and they informed me that I had to decide on a payout or a new washer they provide. I am a working mom, married to a teacher with 3 children. I had been waiting for an update since early July. I guess they were hoping I would just never call? Dryer, 3 visits, 1st to identify problem and then order part. 2nd visit comes with part and issues was misdiagnosed, so the part was not what was needed and new part had order. 3rd visit, correct part and a horribly rude and disrespectful tech, the dryer is finally repaired - too bad I don't have a working washer to match it. Dishwasher - we are at 6 visits, 4 techs and 2 companies and my dishwasher is actually worse than it was on 7/1/18 when this started. Almost 5 months and now end in sight! I strongly advise you to opt for a company that you find better reviews on.

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.