Home Warranty of America Reviews

To file a claim, I call and they notify the person in my area who works with them, then that person calls me and sets up an appointment. I had some work done on my air conditioner and refrigerator and then I had someone look at my overhead door. Since the repair, the performance has been excellent and the appliances kept going. It's been completely satisfying. My experience with Home Warranty of America has been positive and I would recommend having their coverage. It’s valuable and I have been pleased so far.

I deal with the team through customer rep Jill. They give you a discount when you’re a long-time customer so it’s even better for me. I like to keep all the repair guys or the contractors that are affiliated with them and use them for my central air unit and my furnace. They’ve all been wonderful and I’m just very pleased with this business. I will emphasize though that it’s well known when you have a home warranty, you must do maintenance. As long as you do that, I don’t see any problems with this company at all. I have gotten everyone- neighbors, friends and my daughter- to go to Home Warranty of America because it’s the best one. I’d absolutely recommend them.

I’ve already written an email and talked to Home Warranty about it. That was the first time I used them for an electrical problem and I felt they did a poor job because an electrical problem shouldn't be patched up. I told them that if I had any fire or other problems with my house due to this, I would be suing Home Warranty. The representative didn’t know anything about the matter either and just went along with whatever the Cole’s Electric people told her.

I have a salt-water pool and I think my salt cell has gone bad, so I need them to get out here and either fix it or replace it. They contacted the vendor and he called me. He said he would contact them and then get back to me and set an appointment since they had all the information they need. That was two and a half weeks ago, and I have still not heard back from him. If they don’t get back to me this time, I’m going to call back to Home Warranty of America and ask them to contact a different vendor. I’m putting a shock in the pool and extra chlorine tabs. I’m not supposed to have to do all that as frequently. All my other claims have been resolved quickly. When our heater wasn’t working in the winter, they got somebody out and it was fixed the next day. Same goes for our air conditioning that wasn’t cooling. Everything’s been pretty quick except this time. I think this is a vendor issue, not a Home Warranty of America issue. All in all, it’s been positive.

I would like to request that either my dishwasher and furnace be repaired or give me the market value for a replacement. This is ridiculous! My daughter had an issue with her stove top... Same runaround. We have been informed that the warranty company prefers repairs that are considered neglect on the customer's part. However, when my daughter researched the issue with her cooktop. The part is one that the customer has no access to because it is a concealed part. My dishwasher should have been repaired/replaced after the 1st visit, I have had 3 different vendors. No working dishwasher.

My furnace repairs according to the HWA vendor & buyout department would cost me more out-of-pocket than the HWA is paying because if the vendor uses the nice WORD MODIFICATIONS... it increases my cost. I have purchased warranties from HWA for years, not had to use them. My microwave was repaired, but it took several weeks, was returned very unprofessionally. Dirty... but it does work. Very disappointed that when I need it I feel hassled, mistreated by the incompetent company representatives. The supervisor escalation TEAM is non-existent... or invisible. HELP!

When I submitted a claim for the AC, the technician did not call us back quickly. I wanted a callback within a reasonable business day but I felt that we had to track down this one and I didn’t want to wait any longer. So we asked for someone different. Unfortunately, we didn't get our repair done because before the technician came, my tenant turned around, called their own person and had someone come out. They ended up paying for the repair and we were able to cancel our claim with HWA.

At this point, however, I’d tell others to run away from Home Warranty of America. They have gotten so unconscionably expensive in the last three years. Their price skyrocketed and has become absolutely ridiculous. I am no longer going to recommend them as a realtor and I'm not suggesting to my husband that we continue our warranty with them. There has got to be more reasonable people out there.

Also, signed up for a service plan to have furnace serviced twice a year. When I went to schedule it took over 2.5 weeks for them to tell me that they had no one in my area to provide service. That I could find someone and they would reimburse me if their charges were acceptable. After notifying HWA that I would like to be reimbursed and cancel they told me that there would be an additional fee to cancel. HWA is not reputable company if you are looking for a worry free extended service plan. We took on this plan only because the prior homeowners added it to the sale of the property. Don't waste your money on HWA!!!

Around three years ago I had my air conditioner break so they told me I could get the new kind or the old kind and it would cost me a certain amount. I stayed with the old kind but then it broke again and this time they said I have to replace that condenser that they just warrantied two years ago and get a new air conditioner. There was something about the Freon that the old one used and they don’t do that anymore.

This second time I had to borrow $3,000 to do the whole thing myself. If I had done it the first time the cost wasn’t going to be that much. Maybe the cost changed over the two years or maybe it was because of the nature of the claim. They just didn’t explain the situation well enough for me to make that conscious decision. But they did work with me so I'm as satisfied as I could be. The airconditioner is now working good and the coverage has still been cost saving and has given me security. So I would still recommend them.

The other company came on Monday. They spent their time looking. Then Home Warranty of America spent three weeks researching to approve the repairs. Then, because it’s on the roof of this little townhouse, the company charged them for the extra person to go up on the roof. And there was a part they didn’t cover. So, my bill for that was over $500. I have never had anything like that happen. It cost me as much as my warranty. At this point, I didn’t have any choice. It had to get fixed.

Then there was the time (one Friday evening) when water was coming out all over the floor. My daughter said that a pipe must have broken behind the refrigerator. I called and they said they don’t have anybody to send. I said, “Well, you have to send somebody. Don’t you have 24-hours plumbers?” And she said, “Well, we do. But he can’t come ‘til Wednesday.”

At this point, I went ballistic. I said that I had new floors, antique furniture and a lot of things there. It’s a small place. If that pipe breaks, they will be hearing from my attorney because everything will be ruined. Eventually, they did send somebody. They came and looked at the refrigerator. They said it was the refrigerator, not the pipe. But the other people they had called came out too. And they looked and they said, “No, it’s your washing machine.” And they charged me $100 for that (they charge you $100 fee for everything when they come out). Then, I said to them that I didn’t ask for that. My washing machine is under warranty with Sears. It’s new and I’m covered. I don’t need to pay them for that.

Then the air conditioning is not working properly. So, they did a call back with a different company. And they said the $100 fee is pending. I said, “What do you mean it's pending?” She said, “Well, if they find that it’s a different diagnosis, then you have to pay for it,” I said, “Wait a minute, I didn’t diagnose this. I didn’t pick the company, you did. And if they don’t diagnose the same thing, that's not my problem.” They said if I didn’t pay it, they would cancel my account. And I said, “Guess what? I’m going to cancel my account anyway. But I want this fixed before I do.” So I ended up looking online and I found another company that supposed to be very good. I talked to them and gave me a better price. They gave me a $60 fee instead of $100. But everything had to be in good order, which, it is now.

Home Warranty send you these reports to fill out reviews. But they tell you not to fill it out until the work is complete. So, I never did. Then I thought, “I’m really angry about this.” I wrote an email. Told them everything I was mad about. I called up and I said, “Where will I send it to?” And she said, “Well, we don’t have anybody for you to send that to.” I said, “Surely, there’s somebody who will read a problem.” And she said no. I asked for a supervisor and she comes back and said, “She said that the way that you file your complaints or whatever is when you do the review.” It's ridiculous. I was furious. But somebody did read it. I don’t know how she got it, but she called me. She received the letter and they had a way to explain all the charges to me. I just said to her, “You know what? They’re all paid. Forget it. Done, finished.” They were terrible, unresponsive and overcharging. They don’t cover everything that you think they’d cover. I quit them.

I had a leak in one of the bathrooms back in June. They responded timely and it was taken care of. But it would have been great if they would look at their pool of contractors and see those that have major concerns from their clients. And then they can decide whether they can cut those contractors out if people are not happy about those. Other than that they provide great service including customer service and I would definitely recommend them.

There have been two or three times where they have given me the vendor and one was no longer in business. Then, there was one time they said to feel free to call the vendor if I don’t hear from them within 24 hours’ reasonable amount of time. But when I called them, the number had been disconnected and when I called back and talked to the representative, she said they couldn’t get a hold of them either. That would have been a red flag to me. Also, we’ve had an issue with our ice maker and freezer on our refrigerator and the vendor took approximately six calls to get it fixed properly. The problem with any of these home warranty companies is they try to go with the least costly repair instead of replacement.

We’ve had issues with our AC unit and our heating unit. They came out and they replaced the furnished part, but they did not replace the compressor. That has led to an issue to the point where in the last three or four months, we went ahead and replace the whole thing without going through Home Warranty. We had a program with one of our local companies to come out and service it in the fall and in the spring. The last two times that they came out here, they have told me that our compressor was on life support and recommended replacement. But in order to do that, we were going to have to replace the whole system because the old system was Freon and now they’ve got this new Puron. They said they cannot come out and replace the compressor alone, they have to do the whole system. But when I called HWA, they said they can’t do anything until it breaks down.

We just renewed our policy with them this past spring and the sales rep that I talked to said that they would provide a GreenPlus option at no cost. I just got their most recent paper contract that does not reflect that. I have called them twice and they said this was going to be included with our renewal, but it’s not shown on the contract. They sent me the revised one and it doesn’t reflect the GreenPlus option. So, I sent them another note. I’m getting tired visiting with the folks because whoever I talk to doesn’t follow through. I was looking at other options but when I mentioned something like that, they managed to adjust the premium for us. But I’m okay with it because we’re still with them. If I’ve been completely and totally dissatisfied, I’d have shut that a long time ago.

We have a refrigerator ice maker that’s been down since January and they still haven’t got it fixed. This ice maker that’s on this machine right now, if they were to come and look at it, they would see that it has a wire net on the wire. It’s either orange or yellow. And when Runyon, the people that are working on it now, came here last week to put the damper in, they set it out on my bar in the kitchen and I told them that there’s a cut wire. One of their vendors had cut a wire on it, either the one that’s working on it now or the one before who was out here three times. He put two different ice makers in it.

I finally got a hold of a woman in the complaint area. She was the one that canceled my refrigerator warranty because we had reverse osmosis. I've got the manual for the refrigerator and it doesn’t say that you can’t use osmosis. We’ve used reverse osmosis on it for 12 years and it’s worked. They’ve had three vendors in here. They put three ice makers and two solenoid valves in. They were out here last Thursday and they put a damper in it. The contractor said the ice will work. But he didn’t wait and check the temperature. The temperature in the refrigerator didn’t get up to normal until the next day.

I tried to get a person called Leslie, one of the supervisors in the complaint department. But I cannot get her to call me back or do anything. So, here I am, disabled, sitting in a chair all day most of the days, and I have to get somebody to bring ice to me every day. The refrigerator is running now. They put a damper in it and it’s running, but the ice maker will make maybe 10 pieces of ice a day, that’s all it’ll make. Finally, somebody called the other day and said that the same company that was here the last time would be here this week. We were to call to get an appointment. I called them and I got to wait a week before anybody can come out. I can’t get anybody on a day or two, but I’m disabled and I need help.

Another bad thing is that they sent a guy out here when our air conditioner was making noise. He went in my attic, came back down, and he said that I got to have a new air conditioner. The way my duct work is and my air handler up there, they’re going to have all that in new. I called Home Warranty back and asked them to get me another contractor to come out here. Another contractor came and it was just all about the fan that’s on the outside of the compressor outside. So, they got that fixed.

Every time I’ve called them and every time they’ve sent somebody out, it’s been a week before they’d get somebody out here to check things out, and then it’s a week if they’ve got to get a part. If the compressor on the refrigerator were to go out, I’d be out two weeks. They would come out, diagnose it, they go back, and they order the part. After that, they come in another week later and put it in. I’m two weeks out every time they do something.

I’m so mixed up with them I can’t stand it. I like them, but I don’t like the way of getting somebody for a complaint. It’s bad. They’re not checking their vendors out. They’ve got some bad vendors that are making them pay extra money which is wrong. The man was trying to put an air conditioning system in my house for a $125 fan motor. Other than that, they’ve taken care of stuff, but this refrigerator has just been the bad part. We don’t know who to trust. HWA need a better way for their customer that can talk to an authority either to the contractor or to the company to get the contractors to do right or get somebody as soon as possible. Their contractors apparently are starting out in business or are hurting. That’s the only reason they go to these warranty companies to get the work.

We've already submitted a claim and we did it online. The process was very easy and we were very pleased with the follow-up and the response time. We’ve had the repair and it worked but there were some issues. So we’re trying to deal with the service provider because we think that they did something incorrectly during the installation that caused the issue. They said that they would be back sometime after the 28th. Since we have two AC units and it’s only one unit that is affected, we’ve been able to get around with it. Nevertheless, our experience with HWA has been timely and very user friendly. We would highly recommend them.

The compressor that was in that condenser was big. The one that HWA sent was so small. I took pictures of the number. He conveys it to the technician and whoever does the ordering in their office, and then they convey it back to the technician. The technician confirms the part number that’s on the unit. In Houston area, here in Lennox, the compressor has a distribution place. The first compressor went to the Lennox distribution and that’s where the technicians picked it up. Lennox is the air conditioner manufacturer. The second one was sent it to the HWA office. When you call the people there, they didn’t really know. Finally, I had a talk with the supervisor. He told me that the compressor would be here the next day, but it didn't.

Another thing is, when HWA is dealing with these vendors, the technicians that come out, they had their schedules already made out. By the end of the day, they already go their next schedule for the next day. When they were doing the faxing of those forms in, I waited until the end of the day. They don’t really know when the part is going to come in and HWA tried to schedule them back out and they may not be able to come out for a couple of days. There’s no way in getting them back out the next day and that causes a lot of problems.

I wanted to make sure that the compressor was going to be there so that they could schedule me as soon as they could, to come out and install it. If not, it’s going to cost me another day. With the freight company that shipped the second compressor, I had to do some legwork calling people and trying to talk to them and question. HWA finally gave me a company and I had a tracking number. There was a company website and I finally tracked the compressor that way. Somehow they pulled it up. The portal on their website showed the compressor was delivered at noon. I called the technician’s office and they said that it’s not yet there. He already wrote it off and at 1:30, it finally got delivered.

I was trying to get the supervisor to pick up some of these extra expenses that I had to pay but he said they can’t do that because it’s part of the contract and they don’t cover those costs. He said that the best he could do is give me my service cost back. When a technician comes out, we pay them $60. So, he sent me my $60 back. But there were some other expenses in there and he wouldn’t pick up some of the other stuff. I already covered all those expenses and I wish they said, “You went through all that. We’re going to pick up the rest of those and make everything good.” But HWA didn’t care.

What I do is I have another company that comes out and do a tune up. They put tablets in the drains and they just evaluate everything. They check the capacitors and all that to make sure everything’s tuned up and in proper condition. When they came out this year to do the summer checkup, the new compressor that the guys put in, on the condenser outside, they had a big wire and he spliced in a smaller wire and he hooked it up into that big old capacitor on there and then that melted the terminal on the new capacitor. He said that had to be replaced.

I had to call HWA out this year to replace that. They said that the company that put the compressor in is no longer on the list so I had the rep to send me different contractors that I could pick from. I picked the contractor that was close to my geographical area her and they’re the best ones I’ve had yet. They said that they don’t cover a really big area because it’s too much stress on their technicians.

Also, since we have the older Freon in the house, they only pay $10 per pound. So when I got that compressor replaced in there, it cost me $7,000 dollars because they only pay $10 per pound. They don’t even cover the Freon 100%. So, if they chose $80 per pound and they pay $10, I have to cover the other $70 per pound. That’s $700 right there. I know some other people that I work with, they had one of the other home warranty companies. And they’ve had some issues with their air conditioner. They got theirs replaced. But with HWA, as long as they can find a part to patch it up and keep it rolling along, they’re going to keep it going. Because HWA only have to pay $10 per pound and then the rest of that’s on me.

I’m disappointed in that respect. One of my units outside, they had one guy come out and he had to change a line out there. That technician had been an air condition technician for two months. He used to be an auto mechanic. And so, when my guy came out to do the check-up, that technician had put too much Freon in it causing the compressor to sweat up. That’s why I got this company that comes out and checks everything out to QA things because if it breaks, I have to pay a technician $60 to come back out here. If it’s got a Freon leak, I got to pay $70 per pound they put in there. Before I got the contract that HWA was going to do that. HWA have to scan the contracts thoroughly every time they renew. However, they all put in there the changes and the whole scope of the contract.

If someone was buying a house and HWA is what they got, they’re stuck with it. But if they were going to buy a home warranty, I would tell them to check around, go to some parties and talk to other people and see what their experience is with other companies. When we moved in this house, we got the warranty and continued it on. We have Whirlpool bath and some other stuff. It made sense to have a warranty. But if I could do it over again, I’d put that money in a repair fund, and it would have probably come out better.

The issue for me is two things, they have very little vendors in PG County MD, so they never really get anyone for hours to days to come out to your home and the other issue with HWA is their lack or urgency when your property is being damaged, as they don't have to pay for that part of the fix. Sickens me. I have two other friends who are having the same issues so believe me I'm done at the end of the year.

It took a couple of weeks to resolve because it was a phone tag between me, the plumber and the insurance but they paid for it. Also, once we got talking on the same page, things went smoothly. When you’re dealing with insurance companies, there’s only one word that works. No matter if you had a good experience or a bad experience, it’s frustrating. It’s not because they gave me a hard time, it’s because that’s the business.

I was a 1st time home-buyer who was recommended to use HWA by my real estate agent, but after a quick google search of customer reviews I quickly discovered they are the worst in the business. The only thing I can figure is that the real estate agent gets a kick back or referral fee for each person they sign up because I don't know anyone in their right mind who would recommend these guys. I've even worked with Guillermo ** from their Office of the President and I'm sorry to say, but the culture of this organization is truly disappointing from top to bottom and side to side. If I can save even one person out there from experiencing what I've gone through with this company then my time writing this review will have been worth it.

It gives me a lot of comfort to know that if anything large like an air-conditioner goes out, the majority of it is covered. And that feels really good as a homeowner especially since I'm retired and with somewhat limited income. Home Warranty gives me peace of mind and I would recommend them to someone else. I just renewed the warranty and this is the second year on my warranty.

I'm not sure why checking the furnace wasn't part of the first step! I called the rep who sold us our warranty who did have a supervisor call me. The supervisor completely disregarded the fact that I told her I had the receipt for the maintenance that was done right before our closing (I already emailed it to the rep). She just continued to say that they "have guidelines" and that maintenance wasn't covered. I'm so furious right now that I wasted time and money on this company! Never again and I will tell everyone I know not to use them!

At one point I had to pay $75 to a vendor who I didn’t have to because they came in, left and they didn’t ask for the check. They said they're going to be back but they never came back. When I called HWA, they sent another vendor. But then I somehow had to pay the first vendor because they mentioned I had to pay them anyhow regardless of the circumstances. That pissed me off, but I've moved past that. Overall, my experience with them has been a roller coaster, but otherwise, the ride has been smooth. Since the repair, things have been working excellent. And if I'm able to run my home with no problems and I'm able to live in there and my kids are happy, then I'm happy.

On July 3, 2017 the a/c went out on the unit for the second time in a month. A call was placed to HWA on the 3rd to get an a/c man out to fix the problem a second time. HWA stated that a contractor could not come out until July 5th. Now 2 days without A/C in the sweltering South. I talked with 3 a/c contractors that stated they would have come out on the 4th with an additional fee. I consider A/C repair to be an emergency situation in the Southern region of the US during July. The warranty plan should be responsible enough to make emergency repairs. Not at HWA.

So the original contractor that came out to work on the a/c the month before has chosen to end the relationship with HWA for reasons I will mention later. July 5th. HWA has few resources that will work with them in Jackson, MS, so HWA sent out an "appliance" repair man to address the inoperative a/c unit. This guy spend 2 hours diagnosing that the condenser is bad. Really. 2 hours to diagnose a bad condenser. The contractor sends a report to HWA on 07/05. HWA wants more information so the contractor finally gets the info to HWA in the afternoon of July 7th. We are now 5 days without A/C. Now people have moved their pets, kids and family to a hotel at a very hard to manage expense.

I feel it only fair to mention that I have spoken with HWA and have asked repeatedly for a manager to return my call. NOT 1 manager has called. I have left 4 emails asking for a manager to call. I have called all over Direct Energy's corporate office looking for just 1 person that cares about the horrifically poor service that HWA is providing. We live in Houston and have had a great relationship with Direct Energy over the years. As of this very moment, my admin is searching LinkedIn for the names of executives within Direct Energy to send a version of this posting to. Before it's over, someone will care about this lousy experience that HWA has put a family to endure.

A little venting there. Pardon Me. So here it is today July,11th. My property manager/realtor in Jackson calls and states that the claim is stuck in Approval or maybe he said Authorization. I called the useless customer service number only to be told, "Sorry, we understand your frustration." The lady went on to say she emailed the approval dept. This is day 9, NINE, days without a working a/c unit on a home that HOME Warranty of America has been paid to fix such items... 9 DAYS and the repair is not approved...

It is 4.45 pm in Texas on July 11th. I just received a call from my property manager stating that HWA just called and said they approve the repair but-but-$680 of the repair is not covered. I guess my plan does not cover Freon or something. Then I guess HWA is so cheap that they mail the parts to the "appliance" contractor when parts and contractors have been willing and able to repair the a/c unit since July 4th. He went on to say that HWA tells him that Friday the 14th of July is the target date to repair the a/c unit. The simple math states 11 days to replace a covered a/c condenser that is readily available on the shelf in Jackson MS.

I called my realtor and told them about this event. I told her I wished I never heard the words HWA. If HWA cant afford to pay contractors enough to do business or supply parts or make a 1 day repair on an a/c unit, RAISE your prices to provide a service at the level that Direct Energy can be proud of. Direct Energy has a great reputation and HWA is tarnishing that hard worked for great name known to us in the South. I have a number of issues that need resolved as a result of the horrible services provided by Home Warranty of America. Families depend on you, HWA, as a warranty provider to do better than this. If this is the way you run your business on balance, you are providing a great disservice to each and every customer. Not to mention ruining a good companies social media reputation, Direct Energy.

Furthermore, they are either unable or unwilling to connect me with a supervisor, the person responsible for my claim, or anyone in the purchasing department. They will not even speak to them on the phone, only send an internal email. I managed to get the person responsible for my claim, Ashley, on the phone on one occasion and received a promise for a prompt return phone call with a timeline for a solution. Of course, over a day and a half later, I have not received a phone call despite multiple efforts to reach Ashley through calling the customer service line. At this point, I'm at a total loss as to how to even get an answer as to when my air conditioner will be fixed, much less, expedite the process.I would never recommend HWA to anyone, as I cannot imagine a less helpful experience in trying to repair a vital appliance.

I was trying to getting ahead of it about a year ago and I was hoping to avoid any further damage. I went back and forth trying to get those things replaced because I knew they were going bad and today, they came back out for both of those water heaters failing. They have not called back and let me know if the claim for the guy who came out was approved. But the guys that were here today were the same guys that were here a year ago and they were great. Overall, it's been a good service from them.

I've already used them for five times now and I've submitted claims an online and through phone and it's easy. All the information is straightforward. You have your confirmation number, you put it in and then the information is done. However, I personally like submitting claims over the phone because it's just much faster to me. I'm assigned someone before I get off the phone whereas with the internet, they'll tell you they'll get back to you and it could be the same day or the next day. I want things done immediately so I prefer to have that information as soon as I end the call.

I've had two claims recently which were my dishwasher having its water back flowing, and my washing machine's drain pipe being clogged by glass, which they removed in two minutes. The only issue that happened recently was when I had two things not working at the same time. One was very minor and the visit was supposed to be just a $100 and the business owner wanted to charge me separately but they resolved it without issue. It's a program worth signing up for and it will save you money in the long run.

I had to call AGAIN just to even get info on what was going on. Every rep from HWA I spoke to had a different reason or story as to why we don't have this issue fixed. I couldn't even leave a message for a supervisor to contact me because I was told "They will not tell you anything different than I am". Completely ridiculous. You pay for a warranty so you don't have to be out the money when something needs fixed (and that item IS COVERED) yet you are out what you paid for the warranty and out more money because of going back and forth to a laundry service just because the warranty I am supposed to have is doing who knows what while I keep getting told "Maria will be calling you TODAY" or "You will receive a follow up as soon as possible from our authorization department discussing your options".

I would not recommend HWA to anyone. I would recommend to stay away and don't waste your time or money just to have to take care of it on your own anyway. I will also be contacting my realtors team and be leaving a review about the HWA there as well because they really try to sell it as a GREAT deal.

So, in June 2017, we called Exceptional Electric to come back to the house and have the microwave on a different circuit. So, they did the work and couple days later I noticed that the microwave was still powering off. So, I called them again and said that the problem was not fixed and sent them a video of what was happening. During the phone call, they let me know that the problem was with the microwave and NOT the circuit (which we had fixed earlier based on their diagnosis). So, at this point we were pretty frustrated that the vendor had not diagnosed the problem correctly and we could have bought a new microwave with the money that we had already spent on fixing the circuit.

I called Home Warranty of America to let them know what happened. After all this, they were still insisting that I have another vendor "Appliance Vendor" come out to my house for another $100 and look at the microwave. I asked them to call Exceptional Electric but apparently Exceptional Electric would not know how to diagnose the issue because they were the "electrical vendor" and NOT "appliance vendor". Seriously? What were they looking at the first place when I said I had the issue with the Microwave? So instead of wasting another $100, I am writing this review because I feel cheated.

I submitted a claim for my air conditioning unit. It's aluminum and they had put the hose pipe because they said that was new stuff that was going on with it. They were putting it down the side of my house. They also said that's what they're putting in houses now instead of the old stuff. Since the repair, I've had no problems. The only thing I don't like with Home Warranty is when I'm paying so much money and I still need to pay that service fee for them to come out.

I called them and they were in Rockwall and they said, they did not work with home warranties at all because they suck. So I called HWA again and told them that I don’t know anything about the hot tub and that it's their job to find me somebody since I pay for the service And this went on for two weeks. And then out of the blue, a plumber called me from a little town outside Greenville and he’s the one who fixed my hot tub but it’s still not fixed. The guy that came out was super nice. He has fixed the pump so I can get in it now and I can chlorinate it but the second jet doesn’t work. So I have called HWA to let them know. The rep said that the technician told her that the tub was fixed but it’s not. And so, she would send them out again to look at it. And this has been going on for four weeks now. HWA found someone eventually, but I wouldn’t recommend them to a friend at this moment.

Over the weekend, while on vacation, I received a voicemail asking me to call HWA. Monday morning, I received a call from the plumber stating that I needed to speak with HWA first to give my authorization to them for the installation. I then proceeded to call HWA, and was told that all the safety equipment that is installed with the water heater (valves and expansion tanks and simple plumbing) were not covered and that I would be responsible for over $500.00 worth of out of pocket expenses.

This came as a complete shock, as we were already told that the installation was a go and approved by HWA. The person I spoke with at HWA was extremely rude and continued to talk over me while I was telling her to just approve the installation. For HWA to state that safety is not their concern or obligation blows my mind. I finally got fed up and said "Shut up and just call the plumber and tell them the installation of the water heater is authorized." She proceeded to tell me how rude I was and that I could handle this on my own and hung up on me.

I immediately called back and wound up on the phone with another agent of HWA. She is supposed to be contacting the plumber and giving them the authorization. I am awaiting a call back from a manager in regards to being hung up on by the previous agent. Meanwhile, my basement continues to flood - that's not their concern though. This is why I will not be renewing my contract with HWA - their blatant disregard of safety within my home and disrespect towards their clients.

Secondly, I had a problem with the stove and the people you kept referring me to would never call you back. So I had to call and complain then they’d get somebody else. So my biggest issue is that Home Warranty of America don’t have enough vendors to handle the complaint. One of the contractors I used for a plumbing issue was a nice guy and said he quit doing business because they paid him so lousy that he wouldn’t do it anymore. So we negotiated a pay scale that I could live with and that’s probably their worst.

Also, I think they only have one plumber in my area. I have a Jacuzzi tub and when I asked the plumber if he knew anything about it, he said he doesn’t do Jacuzzi tubs. So if I ever have a problem with the Jacuzzi tub, it doesn’t look I’m going to get a lot of luck getting anybody to come out and look at it. So if Home Warranty of America wants my future business, they’re going to have to come up with a way to get more vendors for my customers to call, so they won't constantly get unreturned calls and all those things that I went through.

I've had to replace my heating and air conditioning, too. Home Warranty of America wasn't going to be able to do it. I know enough about heating and air conditioning to know that the unit was 15 years and I didn't need a repair but I needed a replacement. So, I ended up spending thousands of dollars. I know Home Warranty would have come out and patched it together, the same thing they've done to my hot water heater which I'm going to have to replace this year. It probably could have been patched together but I didn't want to live that way.

When the technicians came out, that cost me my $75. But when they left here, I had no complaints. I kept the service and renewed it once. But then I looked at the total cost of it and saw that it was not worth it for me. From the way I look at items, I repair it when it's relatively new, but when it gets to be a certain age, it's got to be replaced. Even though it's costing me $75 plus $500, I have three of those and I might as well replace it. That's why I didn't re-up with Home Warranty of America anymore. Nevertheless, what Home Warranty of America says in the contract, that's what they deliver.

Recently, I made a claim for our garage door opener as the actual big box that's on the ceiling from Roof Masters broke. It was the second one. I like the technician who came very much. I said that he's the one I wanted and he was still available. He took care of everything and the garage door is now working the way it's supposed to. I recommended Home Warranty of America to somebody. I hope that they don't raise their co-pays and fees though because they've been raising their price the last couple of years. I'm retired and have very little money and it hurts me every time they raise the price. They need to take that into consideration.

We thought the air conditioner claim was bad but the latest was even worse. We had been having problems with our dryer for a few weeks and filed a claim on June 10. Again the local contractor came out as scheduled (it is never the local contractor) on June 12 and told us that it was a dryer likely beyond repair. We waited to be contacted by HWA but that never happened. We had to call every time. They never called us. They let us know the dryer they would provide and gave us the option to pick one that we thought was better.

We let them know which one we thought was better and asked them to consider that one. We waited and waited but heard nothing and again called them (seems that they do not have phones that can call out). To make this story a bit shorter around June 21 to let us know that our choice had been approved (again when we called them) and that they would let us know when someone would be out to deliver and install the dryer. Heard nothing.

On Monday June 26 I got a call from the delivery company saying they would be there on Tuesday to deliver the dryer. On Tuesday they showed up but said they were not authorized to install. This was important because it was a dryer with a pedestal that had to be installed and we had to pay an additional $130 for even though the dryer in the house had one). I again called HWA and they put me on hold for 25 minutes while they tried to find a local company to install. They let me know that they could not find anyone but that it had been turned over to another department and that they would find someone within 48 hours and call me back.

As of today (July 1, 4 days after the 48 hour promise, no one has called. I ended up putting the dryer together myself and installing it. This company is just a joke. I say this because prior to this move I had a home warranty with American Home Shield and had no problems like this. They replace entire HVAC system within 3 days. So my advise is if you are buying a new home and your agent suggest HWA demand AHS. This is a company that simply does not follow up and does not seem to care if people renew their warranty after the first year.

Also, I call in a claim every day and they ask repetitive questions which get on my nerves sometimes. Then I'd tell them that I have the address, but they'd ask for the claim number even though I just told them that I only have the address. I know what they're looking for and I can answer them in one sentence, but they don't take it and then they ask me all the questions. Then they'll put me on hold and log it in, and they will come back and ask the same questions. I just called in four of them and I was on the phone an hour calling in claims last week.

I felt like they're asking me the same questions again because they think that I'm lying, even though I'm just reading off a work order. So it needs to be a little bit more simplified. Also, I can tell if I get somebody that's new or hasn't been there long because they're reading a script, but it goes fast if it's somebody that's been there a long time or somebody who has done multiple claims for me. They should also add the addresses and not just the claim number on their correspondence because it's a problem for a property manager like me or an owner that has multiple properties. So they have to be inclusive of everybody on their correspondence. But their concierge number is awesome because they answer on the first ring.

The sump pump apparently is classified back up but it's the only one that is installed in the house and nobody from HWA even asked what the pump is before they accepted the claim. After the same contractor fixed my HVAC, HWA sent me a notice that I still have to pay a call fee. Which per the contract states that is $100 or less depending on the services rendered. Now they are asking me to pay an additional $100 for merely looking at my sump pump and even after getting almost $500 of service fee for another job. I think their policy is predatory and prohibitive. Their customer service is clearly for profit. Now they are canceling my privileges despite having the contract fully paid and with an upgrade.

In my most recent claim for an AC, it took a little longer to get them to set the appointment than with the previous claims I had with them. It was a couple of days. But the contractor came in, did what he needed to do, and told me everything he was doing. He was polite too. I've been with Home Warranty of America for a year and a couple of months and my overall experience with them has been great.

We called in once to have a work order put in to repair or replace a broken garage door spring. A vendor was assigned to fix it and then the vendor shows up and he called the warranty company to get authorization and they said they don't authorize to repair broken springs. Then the repairman said that if they're not gonna cover it, he can do it for $400 which normally would be around $800. Then I called the warranty company and the rep said that they shouldn't have sent that guy since they have some new people. Also, they said that they will waive the $100 trade call fee. But it ended up being $400 because of miscommunication between me and the warranty company and the vendor. Then my most recent one was for a touch control panel for the dual oven and they were replacing that. However, I had to order it and the vendor kept saying that it's on back order. When I complained to HWA, they ordered and sent it directly to my house.

The renewal process wasn’t difficult. Typically, I would talk to somebody on the phone and they would hook me up. I would always tell them I need to make sure they’re Home Warranty and they’d send me an email. So, they appreciate the questions that I would ask them along the way to confirm their legitimacy. Given the crazy world that we live in today, they’ve always been very solid. Even through the renewal process and making sure that I was comfortable and talking with the right people and not some stranger.

We’ve had them for 10 years and we have submitted claims. We’ve had issues with the air condition, the microwave and the dishwasher. In all three scenarios, the claims representative over the past years continues to be very solution-oriented. They explained how the process worked and they would put it out for bidding. Then that person would get to me. Every now and then, the person that they would assign it to wasn’t as prompt, but that has nothing to do with Home Warranty but with whom they sub-contract it to. I’ve never had any issues with the repairs. Home Warranty was very hospitable and understanding that I did all the care a reasonable person would do. Home Warranty did what they needed to do from their part, so I was happy with it.

With Home Warranty, I’m like, “Okay, dishwasher’s broken. We need it fixed.” “Microwave’s broken. We need it fixed.” And they take care of it. Some clients take advantage of the situation. But I hope that good clients continue to be taken care of in the same way year after year because that’s a deal breaker. If Home Warranty ever haggled with me on something that they were trying to con out of, I would switch in a heartbeat. But in the several claims that I’ve done, they always handled it in a very courteous, non-combative manner. It’s very nice. They are “a reliable partner.”

He said that they would recommend replacing the coil which would cost us $3,762 less the buyout from HWA of $600 which he advised against since Freon could no longer be used and that repairing it in this way would ruin both the interior and exterior unit and that HWA would not cover the resulting damage to the interior unit which would cost several thousand dollars in addition to the $3100 for the coil. He said he was dealing with 4 claims with HWA just like ours. He recommended that we take their buyout of $600 and put it toward replacing the entire system. While the $600 buyout seemed less than ideal, that seemed to be the most cost effective approach.

We had another contractor independently verify the same approach and replaced the unit at a cost to us of nearly $10,000. When we called to follow up on the buyout, they offered only $505. We explained what we had been told and were told there was no appeal process and essentially take it or leave it. Seems to us that the nearly $4000 we have paid for the premier warranty since we bought the house was not money well spent and should have been saved to pay for the unit.

There is clearly a deeper problem diagnosed by their own technician, who told me if the repair isn't done soon, the unit will stop working altogether. I've tried escalating the claim, but they still refuse. My real estate agent has reached out to them for escalation, but they continue to refuse to fix the problem! They are also requiring me to pay a $100 deductible to the technician, even though they are refusing to repair.

I've always been leery of warranties out of nature and previous experiences. But HWA has been really responsive and I don't feel like they've called in to question anything. We've been in the house almost four years and we've renewed it for three years. The heating thing happened the first year we were in the house and I renewed because of how proactive and helpful they were in that situation. Also, we've kept it because I've not had any push back or take back when I've made claims. Everything has been good and I had shared their information with friends that have bought houses that haven't been offered home warranties.

I submitted a claim to them about a year ago and everything about it was pretty easy, too. I submitted it online then I got back from them via email. There was a delay in getting somebody out to me but that was an issue with the local repair people and wasn't the warranty company's problem. Also, when that contractor replaced a little computer that operates in the display of the oven, he also tried to convince me that if I set an oven to 425 degrees, it is completely normal for it to cook at 450 or 405. I asked him if that was the case, why did the dial come in 5 degree increments. But I never got a satisfactory answer. And to this day, I have to set my oven about 15 degrees higher than recipes call for because it doesn't work right. So that one repair experience I've had was not fantastic, but it's workable.

I've been living here for about two years and in the first year, I didn't understand the extent to which HWA would or wouldn't cover. But that was also not HWA's issue. It was more along the lines of how it was explained to me by my realtor. And I got some confirmation on that when I had to renew because when HWA called me about it, I wasn't initially interested. Then I talked to them a little bit about what's covered and what isn't involved and I decided to go ahead and renew for a second year. The appliances are going to have to be replaced at some point and when I started doing that as a project, then I'll have to weigh my options again, but Home Warranty is a good service. Especially, if you are in a situation like myself where you basically get a property with appliances for which you do not know the history of them and you want to insure against issues at least for a little while. Overall, the experience with them has been generally positive.

We first called you all on Friday 6/16 to file a claim. You gave us the name of a company that refused to answer calls, so we called back on 6/17 and a new technician was put on the account but you did not give us their information, we had to wait for them to call. After calling you all back on Monday 6/19 and getting a list of approved vendors we finally got a call from an AC tech. He came out on Tuesday 6/20 and discovered what the problem was. He called you all on Wednesday 6/21 to file a claim and here it is Thursday afternoon and we still have no answer.

Every time we call we get different information. Call back in 12 to 24 hours. It can take up to 24 hours for a response. There is no set time for an authorization to come through, just whenever they can. I am so confused, ticked off as you can't talk to no one there (supervisor or the authorization dept.) - I want answers and I am done with the run around. Either tell us we can repair our unit or we can replace it, it is that simple. I will be calling back in a couple of hours, I don't want to add more bad reviews on your website. I would like to get this resolved. Just tell me what we need to do.

The whole process took about a week. When I originally had the guy come out, he said the only thing he could do was put a replacement on one part. And then, when we told him it isn’t that we had to have it lit, it’s that we couldn’t keep it lit, he said, “Well, this is all I can do. Let’s see how this works and if it doesn’t work, I can come out and replace the whole unit.”

I’ve had several homes and every home I’ve ever had has had a water heater issue. Every time I’ve had it, I’ve never had a water heater not needed to be replaced. I knew that if it wasn’t being lit, it hasn’t anything to do with the little piece that he was saying. He seemed to know which was covered in hindsight but since I didn’t have any interaction with Home Warranty of America and I only had an interaction with him, I don’t know whether it was him saying that his company or that Home Warranty of America would only do that much. It was a pretty decent experience nevertheless, but I would like more communication from Home Warranty of America that relates to what they cover and what they don't.

Two days passed, so I contacted HWA on the morning of Wednesday, June 14, 2017 and only reached a phone operator that did not have any information other than stating that I had to pay $2,000+ to replace one piece of the AC before they would replace the other. I asked to speak to a supervisor but received a voicemail (so I left a message). Considering New Jersey was experiencing a heat wave (3 consecutive days of 90+ degrees), the matter of repair was urgent. I called back the afternoon of June 12th but once again only reached a phone operator who said: the supervisor is not available, so I left another voicemail on the “supervisor extension”.

I followed up on Friday, June 16 considering I had not received an e-mail, a call or any information detailing the next steps to replace and repair the system under warranty. Once again, there was no supervisor available to speak with me, the customer. I left another message on their voicemail. Considering the heat was not letting up, I contacted two local HVAC representative to get alternate diagnostics and opinions of the system. Both contractors concurred with the HWA vendor that the entire 23-year old AC unit needs to be replaced. I then asked for quotes from both. HWA have collected $1,800 in premiums on this residence but are now avoiding the replacement of the broken unit which is covered per my contract. I have cancelled the renewal of the contract due to this treatment and breach of contract.

I wrote the below to HWA on Saturday, June 17, 2017: If I am not contacted by HWA with a resolution by close of business Tuesday, June 19, 2017, I will be filing a small claims suit against HWA here in the state of NJ, for breach of contract. The suit will be for the full amount of the cost to replace the AC which is under warranty by your company and my annual premium plus expenses. I have now received two 2 independent quotes which concur with your contractor that the unit should be replaced and is beyond repair (evap and condenser).

Further, as mentioned below, I will be filing complaints with Consumer Affairs, the Attorney General and the Better Business Bureau both in NJ and IL. This is bad business and I will seek compensation to the fullest extent of the law. As of Tuesday, June 20, 2017, HWA has still NOT sent me a detailed description of the issues with the unit, what they are covering and what they claim I have to cover. Further, the vendor is not responding to my requests. NOTE: I have filed a complaint with BBB of Chicago & N. Illinois. Now I am filing this review. Next I am filing suit once I determine the correct court to file within. These warranty companies should not be able to take advantage of consumers without repercussions.

Updated on 8/11/2017: It has been two summer months without a refrigerator under HWA Insurance coverage. Three HWA chosen vendors came to diagnose the issue, none of them say they can do the repair job, and the refrigerator needs to be replaced. Still, HWA wants to find another vendor to explore the repair. I can no longer wait any longer being without a refrigerator. It is such a rip-off. We paid $475 + premium last year to HWA for the coverage. We got $0 coverage, plus two months eating canned foods so far. Folks, avoid HWA, run, not walk away from it!

Once installed the air conditioner still did not cool down the house, and he had to be called back again to add freon. The AC stopped working within a day and we called him back to check. He found an issue with the cooling units board that controls the blower and said it needed to be replaced. HWA insists that this should be another separate claim and requires another $100 trade fee to continue. The contract states a $100 trade fee and HWA will cover expenses to fix the issue. They are refusing to fully fix the AC unit. In the meantime, the contractor put a jumper wire on my control board that makes it so the blower never shuts off! I'm now stuck in a dispute with HWA to fully fix my AC unit.

Yes the home inspection passed everything, A/C was running perfectly and blowing cold air to great temperature. Inspection did say to have evaporator coil cleaned due to pet dander from a cat in the home. I don't have a cat and didn't want the smell either. That was a recommendation to remove the pet smell from the home. I argued that I didn't like how the technician diagnosed a problem with me not being present and no power to the A/C because the main breaker was off. On to the next technicians they sent out with me home, they arrived in an unmarked van with no marked uniforms, shirts or anything. Same thing, they say the compressor is seized. They then call HWA Home Warranty and tell them I need a whole new unit both inside and out. Which I didn't believe, but the A/C is around 10 years old.

After talking with HWA Home Warranty about how I didn't feel we need a whole new unit we decided to try another technician. So I suggested using an A/C technician that I used before to diagnose what was wrong, by now the A/C hasn't worked for over three weeks while the outside temperatures have reached 85-90. On to the third technician that says he "thinks" a power surge is what seized the compressor. HWA Home Warranty now tells me that's an act of God and doesn't cover this. At the time of claim and when the A/C quit working there wasn't a storm within 100 miles of my home. HWA Home Warranty will NOT cover any repairs based on their opinion that a lightning bolt is what caused the power surge. HWA Home Warranty can't prove this nature of a power surge or even if that's the real issue.

I've been left in the dark for days waiting to hear back from HWA. They have beat around the bush to not pay for anything. Each time I talked to someone different after the three different technicians had sent a diagnosis I got a different excuse of why they will not pay for anything. I don't know what HWA Home Warranty services are but they have not resolved any of my issues. I highly recommend not using HWA Home Warranty, you're gonna waste more time waiting on phone calls and getting the run around of why they won't help repair anything. Trust me they have seen it all and use excuses to not pay for anything. HWA Home Warranty make money from your contract purchase but will not pay out anything to repair your issue.

2nd claim was electrical. Electrician showed up at my home with his wife driving and two children and stated after sticking various outlets with a volt meter that the job was too big for one man as my home needed a complete rewire so I called my township who does a use and occupancy inspection and they are questioning the credibility of the electrician and want a copy of his report and his license number. Needless to say I will see you in court.

And then finally, when I got sick of it, I called another vendor. They were willing to deal with us. So it was not a very good experience. I'm definitely very disappointed with the work quality. They need a lot of improvement on that. Also, the vendors are reluctant to deal with me because I'm deaf. I feel like I'm constantly being avoided and they're uncomfortable dealing with me. Some kind of diversity training for the people that they contract with might be helpful.

My washing machine broke and 1 month before they found someone to come. The first vendor told us it was a piece of ** and to throw it out. Only 5 years old and never had a problem. Was expensive. After two weeks after complaining and threatening they sent another vendor who called and started yelling at me and calling me a liar because the units were on top of each other. No one asked and never said they don't work on units that are on top of each. When I called customer service they said, "We do not remove the dryer on top." NO ONE EVER TOLD US!!! They were eager to take my money, but never serviced this washing machine. I have had a few warranties with them. I have cancelled them. PLEASE BE AWARE!! I have heard from a few other people they have had the same experience. DO NOT THROW YOUR MONEY AWAY.

I also had an issue with my air conditioning not working properly on the second floor. We specifically opted for the plan that included duct work. They sent out three separate air conditioning companies and two said there's no problem while one said he wouldn't even come out and look at it. When we called in our own independent inspector, he identified the issue. We shared that with HWA and they are now using our contractor.

On the whole, the quality of the workmanship has been pretty good. I was able to get contractors who came over late in the evening because my husband and I both work long hours and we work almost two hours away from where we live. We don't normally get home until 8:00 or 9:00 at night and there have been contractors who had accommodated that schedule. But there have been a couple contractors that we've been very clear with HWA not to send back to us again. HWA doesn't maintain a blacklist though so they tend to send us the same contractor which protracts the process. We have to be proactive in telling them that we're not interested in seeing a contractor that we've seen before.

HWA is not the most horrendous company but there are certainly some areas that they can improve on like maintaining a record of customer satisfaction with the contractors, so they can start building a list of preferred contractors instead of just sending whoever pops up on their screen first. That would dramatically improve their service.

They referred our case to yet another vendor, but they never returned our calls. Additionally, our smoke alarms went off yesterday, and when the fire department came they recommended that the AC unit be looked at immediately. We again called the HWA today, but they could really care less about that. The first rep I talked to was fine, but ones that followed up after were very nasty and were even condescending. When a rep first called us back the following day, she said that they denied our claim because they always deny them on the first time until they get a copy of the home inspection. I find it odd that they automatically deny a claim. This has been ongoing for a month. We live in Raleigh, North Carolina and it's been over 100 with the heat index for a couple of days now. I would not recommend them to anyone. My experience with them was frustrating, terrible, annoying and they treat you like you’re a moron.

After not hearing from anyone for over a week we finally called to see what the holdup was. Apparently there was an additional $200 charge that they wanted to charge us to add a $14 part which is a sediment trap that connects to the hot water heater. So the warranty company told us that will cost us an additional $200 and we had to approve it before anyone would come out and fix the hot water heater. All this while my water has been constantly running!!

So don't let them fool you that it's only $100 deductible on fixes. They wouldn't send out the hot water heater until we approved the additional $200 to add the $14 sediment trap. What I could've paid to save the water that I wasted the last 2 weeks plus the $100 dollar deductible from the initial visit to say "Yup it's broke" and the now the $200 charge for the $14 part I could've easily had this taken care of myself. Plus my husband had to call repeatedly to find out what the hold up was. Finally got ahold of Valiant Plumbing and they said they would get ahold of this technician and of course it's Friday so I'm sure this will be an additional weekend where the water will keep flowing with being replaced. I'm so frustrated!

On June 7, 2017, I filed a claim. The first company that contacted me could not get to me for another ten days. I called HWA. They gave me a new company. I was told if I did not hear from that company within a day to give them a call. I waited a little over a day because I knew it was a busy time of year. When I contacted the company, the person I spoke to said he told HWA that he could not come out as it was too far away. I never had heard back from HWA. I called HWA back and informed them this. They tried to get two to three additional companies out. None of them could do it. I received another call from HWA saying that I could find my own vendor, but I would need to pay for it out of my pocket and then I would get reimbursed. This call was on a Friday, so now I would have to wait the weekend without a working AC unit.

By the time I was able to get my own person out, three more days had passed and this company said, “You have no Freon in your system because there has been a leak.” It was due to the way it was installed. Between the repairs and the Freon, I would have had to pay $1300. I called HWA, told them the situation and they needed to find a company that could take care of this as I did not want to pay a bill of this size.

HWA had given me a company and they came out yesterday, Thursday June 15, 2017 (a week had gone by without working AC). This repair tech had to fix the issue that was causing the leak of Freon. I also needed seven pounds of Freon put into my system. This would all come out of my pocket as it was not covered. This is where the issue really started to come about. July 2016 I needed more Freon added to my system. June 2017, now I am completely out of Freon. Air conditioning units are a self contained system where you should not need to add this in. Having to add this much within a year span shows there was a leak. How could there be a leak from a system that was installed in 2014? It was a brand new system yet within two years a leak developed. Clearly this started from when it was originally installed.

I spoke with three different HWA people within the last two days. All have given me the same response, it is not covered and they needed to add more due to the leak. The system was installed by one of the HWA companies. The response I received this morning was that they only cover 30-90 days and since nothing leaked at that point it clearly wasn't an installation issue. As a resident of Chicago, I am not running my unit year round. In both reports one from the HWA company and the outside vendor I had to use, it had to do with the brazes and how they needed to be resealed due to improper sealing. While being an HWA member I am not paying nearly as much as I would for the Freon. There is no reason that within a year span of time, I should have had to put 9 pounds of Freon into my AC unit.

When I spoke with a supervisor this morning, I asked the person when was the last time they had their unit fixed? His response was that he was not sure. In three years I have had a new AC unit and two times of filling my unit with Freon. If this was a leak even last year when an HWA vendor came out, how come this wasn't fixed correctly the first time? If the supervisor was not sure the last time his AC had been fixed, this should be a red flag as to the fact I've had to had someone come out twice within a year.

Bottom line, the issue from the start was the installation. HWA did not acknowledge this fact and gave me a scripted textbook customer service response which did not help the situation. While the $100 trade fee might seem like a bargain to some, it was extremely hard to get a repair tech out, additional fees for Freon and going over a week without working AC when almost every day during that week was 90+ degrees. HWA, your lack of customer service and support are appalling.

The last claim we had was two years ago and it was a fairly major one. It was an issue with the air conditioning compressor and the contractors had to replace some Freons. HWA did what they said they would do. They didn’t give us a brand new system, but they got the existing system working and we haven't had a problem since. We’ve also had a number of things done and most of the contractors had done a very good job. My only frustration is that because HWA has a network of vendors, if you ever have a repeat problem, you can’t get the same technician out there that you had before. Even the company that’s already familiar with your issue can’t come back out. It's gonna be some other person in their network. That’s the only complaint I have and dealing with HWA is fine.

People should have a realistic expectation of what a home warranty is. It’s an insurance policy. If you go into it with the expectation that your 20-year-old dishwasher is going to be replaced with a top-of-the-line model which you find at Home Depot, you're going to be disappointed. They’re in it to make money, too. With HWA, we’ve had great results and our expectations have been met. I have recommended them to others as well.

They’d been out according to the tenant but I have not heard back from the vendor for the service fee. I usually open the claim and I instruct the vendor that we’re the management company. We pay for the service fee and they need to contact us not the owner. That’s the reason why the owner has a management company. They always contact the owner for an appointment when there’s a tenant there in place. So, I always provide the contact number for the tenant so that they can schedule with the vendor but I always have to call after I hung up with the claims department. I have to make sure that the vendor gets all those notes that were given to the home warranty so that they know what to do at the time that they receive the claim. It’s like a double work because it’s a 15-minute wait with Home Warranty of America and then I still got to follow up with the vendor.

The vendors do go out to work, it’s just that they never follow up back. I usually have to hunt them for the service fee so that I can close my request with the receipt. If they don’t call me in a certain time, they close it on their end so it goes back to the Home Warranty for that service fee and that gets charged to my client which defeats the purpose of the management agreement. My client has to pay for it rather than us doing it through his accounting for that property. I wouldn’t recommend Home Warranty of America.

I had to call HWA yesterday just to find this out and a new part had to be ordered this morning. Every customer service person I spoke with on the phone did not have the authority to do anything. You can't get a supervisor on the phone either. The 2nd person I spoke with this morning was trying to argue with me that this was their fault!! Lady, you just told me that it was your purchasing department that messed this up but you can't expedite my part due to a screw up on your part!!! Horrible customer service, horrible experience!! I will make sure that no one I know or come in contact with uses this company.

So if I had to pay I guess I'll just continue to have this Fix It 1st company in IL keep coming to our home until they see it as a problem. No supervisor will return our calls and obviously think this is unacceptable. I did get frustrated yesterday and initially agreed to the second opinion however, when the new vendor called to set up appointment he stated "Mam if someone has come to your home 6 times for a fridge something is not right." I replied by telling who the vendor was and he said that company is "horrible with a bad reputation" and he refused to come out after any work they do! He added that I would definitely have to pay a 100.00 few because over the phone he could already tell me what was wrong with it which would mean a new diagnosis and 100.00 call fee.

On the other hand, I had an issue with my washing machine and it took about two weeks for someone to come out and fix it. The service provider HWA called was no longer with the same sign up but it kept showing on their system that that provider should work. When I called the company, they were telling me that they weren’t on it so, HWA was not current with the providers that could work with them. We got through that issue. Other than that, I've never had any problems with them. HWA is an easy company to go for if you don’t want to have to manage things a lot and cheap for a short-term problem.

So, time to the warranty company, American Home Warranty, and have the rudest customer 'service' rep ever! She started making excuses about the install, they, American Home Warranty, don't know if they install or not. They can call another company to do the install, they can't schedule, they can't anything except take my money to sell me a warranty. This place is an ABSOLUTE JOKE and a bad on at that! I would not recommend this home warranty company to anyone!! We had the seller of the house we purchased include it in the purchase, and the realtor said they're a great warranty company, wrong! HORRIBLE 'SERVICE' and I am in the service industry and would never treat a customer the way these people have treated me! HORRIBLE. Have been dealing with this for three weeks now and still do not have a dishwasher yet!

However, we had an incident and it was a disappointment. It looked like we had a septic problem and we called HWA on a Saturday. I spoke to someone with broken English and since I don't hear real well either, I'll blame both of us. She was more interested in selling us protection from the street to the house than resolving our problem. I could tell that she was reading from a script and I didn't like how that lady handled me. I asked her if she really knew it's from the street, because we have an issue but I don't know what it is, and that if I knew, I wouldn't have called her. They upsell in every industry, but she should've at least taken care of the problem first and then say, "You might want to think about this."

Before she can resolve our problem, it resolved itself. We got a text from the neighbors asking if we were having the same problem and we realize it was an in-house issue and not anything for HWA to handle. It was actually the water system in our neighborhood that went down. However, we did end up paying $11 extra a month to be protected between the main and the house. Overall, I'm very happy with what's going on. Luckily we have not had an opportunity to use the warranty but we've heard nothing but good things about HWA. If a friend asked, I would tell them to search around first but to check out Home Warranty of America.

On April 28th Tony came back, fixed the fridge and left. It was working but broke down again 4 day later. He came back again and a week later it broke down again. He came out for a 3rd time and yes the fridge has broken down again. In between times HWA upsold me a Green Warranty so that if the fridge/freezer needed to be replaced that it would be replaced with a like model that was an energy efficient fridge/freezer. I paid an additional $70 because it seemed that it might be needed. Now the fridge/freezer has broken down for a 4th time and they want to send out Tony for a 4th time. They explained that he "now has the parts to fix it" WHAT??? What parts? Did he not fix it the 1st, 2nd, or 3rd time he came out? Clearly not! And why did he not tell me or the tenant that he'd be back if there was something else needed. He had my number and I had his.

I do not believe for one minute that this is the truth. I believe that HWA and their vendor Appliance & Mechanical Services are completely dishonest. I've suggested to them that sending out this guy again would not be a smart decision. And I've asked the question of their Supervisor Ron **, "What does he think is reasonable?" What should a consumer like me expect in a situation like this. I believe that replacing the fridge/freezer per the agreement would be reasonable. It is not reasonable to expect a consumer to have a repair company come out for a 4th time. It's been in the 80's and 90's in Chicago this past week. It is not reasonable to expect people to live without a fridge so I bought them a small mini fridge to use. And I've given them gift cards to the local store to buy food to replace what they have lost.

I spoke with Ron **, their supervisor on Friday at about 1 pm, he promised he'd call me back - I had to call him at 9 pm Friday. He said he'd call me back today. I called and left a message for him at 12:45 pm today. It's now 4.40 pm and I still have not heard back from him. Home Warranty of America your service and your customer care is unbelievably bad. To those people considering buying a home warranty - stay away from these people.

There is no end in sight and it is hot here and they really could care less. It should not take 10 plus days to get an A/C put in. This is ridiculous. I've asked to speak to a manager and was told that they would only tell me the same thing as the person who answers the phone. Even if they approve this today, the company they are working with to install it will not be able to get to until next week. So this will end up being 15-20 days in order to get this fixed. This is unacceptable. It is hot here!

This May, my main 5 Ton A/C blew a compressor - The same outside unit that was replaced by HWA 8 years ago at a cost of $2200 to them and about $250 to me. This time around, HWA elected to require my AC tech repair the compressor and charge me over $800 to replace the old R22 refrigerant. I rejected that proposal - suggesting putting that money towards a compressor replacement that was environmentally responsible with R410 refrigerant (I also have the GreenPlus and OrangePlus options that cover such scenarios). My attic coil/air handler already supported the R410.

After almost 4 weeks of calls and postponement, my escalation stopped with a final 'buyout' offer of $625 - nowhere near the cost of a replacement condenser or even the cost of replacement R22. I ended up replacing the condenser with an efficient R410 unit anyway at a cost of $2500. Still have not seen the 'buyout' reimbursement yet. Unfortunately this will be my last year with HWA as I don't feel they are working out any longer as a good investment. I'm open to recommendations from others for a replacement company to work with.

Then, the last time we filed a claim was when we thought there was a leak in the pipe in the wall and the plumber told me he's not allowed to open the wall so he made me do it. I opened up the wall and it turned out there was no leak. I think the water just went over the side of the tub and made it look like it was leaking but there was nothing. I tore out the wall towards the bottom to where it was manageable and it wasn't that bad. We like other options and Home Warranty of America should give a person more than one company. It's useful and it comes out.

I recently submitted a claim for an electrical problem with the garage lights late last summer. The lights would go on and sometimes it wouldn't. They sent an electrician out and allegedly fixed it. Then the lights started doing the same thing and it didn't seem to stop. So we put a piece of black paper across it and had no lights in the garage.

They sent another electrician out and I paid another $75 for the same thing. He discovered that the people who previously worked on it had put in the wrong kind of switch and it wasn't grounded properly. He also told us it's a wonder we didn't get shocked from touching the switch. It's been fixed now but the previous people who HWA sent out should be in a different business because they certainly didn't fix the electrical problem. It's a very big deal if they left it not grounded properly. We weren't touching it because we thought that there might be something in the wiring and we didn't want to have any fires in the house. We had no idea that we could get shocked and have our hair thrown. I am gonna call HWA and complain about that.

HWA needs to better screen the people that they send out to do the repairs. Previously, they sent some guy out who came three times to fix the ice maker on the refrigerator and never fixed it. My husband went online and got the paperwork on it then went down to an appliance parts place, talked to them, and they told him what the problem was. He ordered the part which was about $200 then replaced it. It was the faceplate on the control panel on refrigerator which is the one that set the temperature on.

Also, I just worked with one company when my neighbor's refrigerator went out. It took them five days to come. Then they decided they needed a part and it was about six days that they got it fixed. So these people were without a refrigerator for 11 days. HWA said they only have one service provider in this area and the company came out of Nashville which is about 50 miles away. I'm not sure how many provider HWA works with but I know they work with at least two different air conditioning people because I've dealt with two with clients that have had to have AC work done. Nevertheless, my experience with HWA is as good as most and better than a lot. They've got some good technicians on the other claims that we've had. We had somebody come out when the air conditioner wasn't working and he was very thorough. He fixed some issues and we've not had a problem with it since.

It a week for them to get authorization and the proceeded to tell us that the part needed to be ordered. By this time it's been 10 days without air conditioning. You call the HWA to get a status report and get stopped by the service rep and can't speak with anyone else. I'm so tired of "I understand and I know your frustration." We still have no air and haven't heard from the vendor about the part. The absolute lack of help or customer service in this situation is appalling. Don't bother asking for a supervisor either... you'll just get transferred to someone's voicemail and hung up on.

The aggravation then kicked into full gear when I tried to get another tech out there. Long story short, HWA's reps were rude, condescending, slick, and spent more time ducking, dodging, diving, and squirming their way out of covering ANY part of the repair than in actually trying to honor the warranty. It was crazy, I would be typing all day to document half the nonsense that took place. In regards to the refrigerator, it took almost two months for HWA to approve a $300 repair. Meanwhile, I had to keep food in a cooler. I was told by two of the subsequent HVAC companies to save my money and pay for repairs on my own as HWA, to paraphrase, was a nightmare to work with. That's what TWO HVAC owners told me.

After going through additional HOURS of telephone garbage with HWA reps, I finally called and canceled the contract. I'd rather chew on glass than spend another minute talking to another HWA representative. I bought the home with a VA loan, and as a recently discharged veteran, I cannot be more clear when I say avoid this company AT ALL COSTS. Fellow vets, if a real estate agent offers you an HWA warranty as part of the home buying process, POP SMOKE ON THE SPOT. TRUST ME, TAKE IT FROM ME, I AM TELLING YOU, HWA will spend more time trying to invent ways NOT to honor the contract. I swear to you, HWA, in my opinion, and from experience, is best avoided. I'll tell ya that for free.

First, of all he never called within a reasonable time frame so I called him. Secondly, he said he is no longer taking claims for home warranty's. At this point I was not going to make my family suffer anymore in a hot house waiting for them to find me another vendor to get him out to my home. So I called a local AC service company who are the best in my area. They were out there to fix it the same day. it cost me $430 dollars for them to do the repair and get my AC running again.

Usually when this happens you are able to submit a receipt and get a refund for your troubles. Did this happen? You all know the answer... Of course not, instead of taking responsibility for their mistake of not checking with the vendor before referring me to them. They said I violated the contract by getting another vendor (who did the same work as their vendor would have done to fix my AC system). They would have paid the same amount anyway regardless it needed to be fixed. They said there was nothing they could do for me and they would give me no reimbursement.

So the one time I needed to use my warranty. They referred me to a unreliable vendor, wanted my wife and newborn son to sit in a 90 degree home for more days until their vendor could come (who knows how long that would have taken), and instead of having some integrity and taking responsibility for their mistake, they make a loyal customer pay for the repair himself. I am so dissatisfied with my experience with these people and would never refer them to any of my family and friends.

So I called Home Warranty of America towards the end of the day to see what was going on, they told me that I need the compressor replaced which I knew already then they dropped a bomb on me that I need to pay $900 for freon! Because they have to replace the freon when they replace the part. Ok so that's how that conversation ended. I was pissed. Thursday 6/1 goes by still no AC. My thermostat in my house says 96. I decided to call HWA back. The woman told me that the part has been ordered and I have to call the AC company to ask them when they'd be out because they couldn't tell me that.

So I then call the AC company and they say they still have nothing in their system on me! So you can see now how aggravating this is getting. I call HWA back and speak to a different woman who informed me that my claim has not been approved or submitted because I never said I agree to pay the $900. What?! No one ever ever said to me that I needed to say I agree to pay $900 when I called on Wednesday. So finally they move forward with my claim and the part didn't get ordered till Friday 6/2 and I was being told 24-48 hours. Well 24 hrs later I called the AC company. They still had nothing and he also told me they don't work on the weekend so now I'm back to calling HWA to see where the part is, the man I spoke with told me it takes 3-5 business days.

GREAT. So in the meantime I'm having to pay to stay in hotels with my kids. My poor dogs have to stay in my house with multiple fans on them and tons of water. They've been just as miserable as all of us. Called HWA Monday, was told they can't track the part, have to wait. I asked to speak to a supervisor. It connected me to an answering machine. Well finally 9 days and $1,400 later it's finally being taken care of. TERRIBLE CUSTOMER SERVICE, TERRIBLE COMPANY. THEY DON'T CARE ABOUT YOU OR YOUR HOME AT ALL!! STAY AWAY.

Most recently, they sent out people that were just lousy at their jobs and I had to hire my own plumber to fix the repairs that the two plumbers they sent out messed up. They came out and said, “Who the hell did this? There’s no way a real plumber would have tried to use a hammer to take your faucet off." I’ve got a granite countertop with the kitchen sink. The granite cracked because the plumber HWA sent out tried to bang the faucet off with a hammer instead of going underneath and just loosening the bolts. That was just common sense.

Same thing happened with my last heating and AC problem. My daughter’s wing of the house wasn’t being cooled properly. So a guy came out and told me we needed a whole new condenser and some other parts. That didn’t sound right to me because everything had been working fine up until then. I told him I didn't want to pay for anything just yet. I called a friend who’s in the AC business. He said the only thing that needed to be done was just re-tape the duct work because it had come loose. I had to hire another AC guy to come out and fix the problems. The other guy was just trying to stick us with a huge bill when it was a real simple fix.

Lately I haven’t been too satisfied and have been really disappointed because I spent money out of my pocket to correct the lousy workmen that HWA sent out. They should vet the people that they have contracts with. The only reason I’m keeping my warranty up to date with them is because my house is going on 11 years old. It’s a custom house and as things break, I need to have them replaced and they’ll pay the first $300 towards it and then I’d pay the difference. However, it seems like they only replace at a contractor-grade level so I’m not happy with that because a lot of the fixtures are a lot more expensive than what a general contractor would put in.

I’m trying to cut off HWA’s services because of this issue. The home warranty is not really helping us. If I’m paying the warranty and I’m not getting help and I just end up buying appliances or doing it myself, then I’ll just do it myself and not pay the insurance. The technicians were also not happy and they told us that they don’t want to work for HWA because they’re not getting paid well. This is discouraging for me to be a client. I also spoke with a few technicians, who are under HWA, because they need to get HWA’s authorization before they can start doing the job.

I went ahead and paid the girl. Just the three payments, "Take my $200 and something and put me back on." She said, "Oh, yeah, you don't have to wait. If you need service, just call us and we'll come out if you need, any warranty issues." And that wasn't even true. I called a week after I paid and the guy said, "Nope, you let it lapse." I'm like, "No, I didn't. You guys never sent me a notice." What I knew is I was on automatic enroll. It's not like I waited a month to decide. The supervisor was supposed to call me and no supervisor called. So needless to say, their customer service is not what it should be. But I have them already so I don't have a choice. The management should follow through and give me a call back as far as a disappointed customer.

All in all, it took almost a month to get our oven fixed. That was pretty inconvenient and altered our eating habits. They actually ended up replacing the oven, so I was satisfied with that. But it took that long for them to diagnose the problem to be able to do the repair. Overall, they're convenient to have but it takes time to get the repairs made.

The reps that I worked with have always been very courteous and nice, with the one exception. When I initially called a claim in, the girl was just very, very rude and it shocked me because normally they're so friendly. In the entire first year, I submitted two claims and submitting a claim was fairly straightforward and easy. But it is hard to get information once it didn't work. For example, I had a claim on the washer and dryer and they came out. The tech said, "Okay, I've called it in." And then, I don't hear anything for a week and a half. I go online and it just said, "Processing." And it turned out that they have approved ordering the parts, but it's really hard to find out what the state of the claim is.

Right now, I have an open claim in addition to the one they're not honoring on my dryer because they have to send someone back out since it wasn't actually fixed. The tech has to order a part to replace and he called it in. It's been a week and I have no way of knowing what the deal is. It's frustrating because I can log on to their site and see my claim but it doesn't give me any information. The only option is to call them and be on hold, and then ask questions. It would be nice if they could address that.

Also, most of their customer service is in India. When I tried to get them to help on their end, the first person that I spoke to was in the United States, but when I called back, I got people in India and they insisted that they were not allowed to give out phone numbers. That they have to email and I'll hear back in 48 to 72 hours, but I needed to talk to someone right at that moment.

This last time, the air conditioner wasn’t repairable, so it got replaced. Our unit happens to be on the roof and they didn’t pay for the crane. The provider they have is a one-guy thing so, he had to hire somebody to help him because he couldn’t lift that up all by himself. We had to pay for that guy’s services as well. It’s not an automatic though that because they’re a provider they recommend, they’re gonna cover all the cost of that provider. That cost me a little more and I wasn’t aware that certain things wouldn’t be covered so, that was kind of a surprise. There were little surprises that we got stuck with, but you can’t live in Nevada, especially Las Vegas, without any air. Also, it’s still a lot less than paying for the whole situation so, it was still okay.

When I did a Better Business Bureau complaint, they finally settled the issue. I've submitted a claim both through online and phone call. Online is fine, but you don’t get any callback. If they don’t do it by the book per their request, they're very difficult to manage the issue with. For the first claim, they were great. But for the other one, they were not so friendly. They're about half, 50-50, good-bad.

I called HWA and asked them. Couldn't he check the stem to make sure that there wasn't a bigger problem? I was told that they would be glad to send someone else out to check that out for another 100 dollars. I told her that I was really unhappy with the service not fixing things correctly. She told me that unfortunately repairs are usually only good for 2 years or so. I then told her to cancel our contract (after 9 years). She retorted that she would be glad to but just a reminder that people who make rash decisions usually end up regretting them.

They have to be the worst home warranty service ever. STAY AWAY. They could care less if you get fixed or not. And honestly at 600 dollars a year and then 100 a call I think I can do better on Angie's List. I work for a A+ Angie's List Air and Electric company and if I talked that way to our customers I would be fired. I think they are the rudest company I have ever dealt with.

Another thing I was not pleased at all with was they kept on calling saying my contract is about to expire. I told them that can't be because I had sent the money on time, at the start of last month. Then they said that if I renew, they would send me coupons. But I never got anything in the mail. I wasn't really interested in them anyway but if they call and offer things, they should comply with it. They're dealing with adults, not kids. And they never said they received the money. Moreover, I called them up for a repair on our refrigerator and the lady said my contract was going to be up in a couple of days and that they never got the money. But I have a notebook where I put everything down when I mail things, the date I mailed it, the check number and the amount that I mailed it for. Then I asked to be connected to the billing section.

Over a month after, I called again and the lady said, "We just received it. What's the check number? Is it so and so?" I said, "Oh, my God. Like I'm a little school kid." They should have received it, at least, three days after I mailed it. I was about to go ballistic again and I said maybe I'm just gonna get somebody else. I've had too many experiences like that and I don't like it. But after that, they had responded the times I've called them up. So I'm happy except for that experience I had that I mailed them and they said they hadn't received it.