Home Warranty of America Reviews

Bad service: The representative is not reachable by either e-mail or phone (no direct phone number); does not reply e-mail directly. Process of getting repair - get contractor assigned, vendor authorization and actual repair - endless effort and waiting. At the end, it is not worth to get their repair. Last but least, half month before my warranty expires, I received a mail. They will auto-renew my home warranty for next year. I am for sure not going to renew. Please let me know a good way for me to stop them from renewing my home warranty. Their online page has only link for "re-new" no link for stopping! I will write letter and send e-mail to their info@ e-mail but I am not sure if this is sufficient. I want to stay away from this company.

I was given these options: they will put in a message so their team can pick up on this in the morning, or I can call around myself and IF I can reach anyone, I can then pay for it out of pocket to be reimbursed later. Did I mention that I paid $710 yesterday for them to fix it the first time? Oh, and $500 and something dollars last month for my water heater. Yep, they pretty much cover um... nothing! And they have excuses for everything. But, be careful, you mustn't get angry and raise your voice on the phone, even if they raise theirs and talk over you. You are expected to put up with them slamming the phone down on you and putting you on hold for 20 mins at a time, at least three times per conversation, only to be told the same thing as they told you already before they put you on hold.

So, anyway, back to my situation now. So I have shut my A/C off again and am now using a tiny borrowed window unit while waiting until tomorrow to hear back from HWA, which will likely be around 4pm unless I call them first. The water continues to drain from my ceiling, just slower since it is off now. I was told that any damage to my ceiling will not be covered, even though I have reported it immediately and they are unable to send someone. This makes zero sense!! I then asked at least 12 times to speak to a manager, and finally I was transferred to a voicemail, after being put on hold three times to check if one was available. I left my message and said that I would be sharing my experience if I didn't hear back within the hour. I'm sure you can guess how that turned out. Anyway, I am just one more out of about a thousand unhappy customers!

Original Review: June 11, 2015

I purchased my home earlier this year. Since the purchase I have filed 4 claims with this company. All but one was denied. Each time I have to pay $60. Each time it is denied citing not covered in policy. The one time they did repair, replaced garbage disposal, they paid $130. So far I have paid $240. I am in the hole $110 so far. I am hesitant to contact them now as I can't afford to lose money on a bogus insurance plan. Why would they issue a policy that does not cover the type of roof on a house or the cleaning of gas vents on the pool heater? Profit plain and simple.

I feel they are running a con game. I have been disrespected by their customer service reps and after airing my grievances to them have been ignored both online and by phone. I have to wait at least 20 mins each time I call and my last claim, for the roof leak, took over a month to get a contractor out to look at it and then be denied. I strongly urge everyone, especially realtors, when purchasing a home warranty to steer clear of these scam artists.

The tech I had out today even mentioned that they do warranty work for them and that they have been directed before to "just add freon and move on." This place is a disaster. Filing complaints all around town hoping for some type of reimbursement or satisfaction here, but after reading all the other comments I assume this is wasted time. Don't bother with these clowns, or if you do, make sure they absolutely fix all of the problems and don't take anything less!

We were, however, told that none of their technicians would be able to inspect the HVAC because of the winter temperatures and that once the temperatures warmed up in Spring, the ball would be rolling. Once our policy expired, it was still the Winter, so I called to follow-up. Because our policy had ended, they cancelled our claim and began backpedaling everything they had told us. Four and a half months later, I am still speaking with their management to try and figure out why this happened. I would not recommend this company to anyone. They say that any coverage is better than no coverage but when it comes to HWA, this is not the case.

After several days they send company #3 who says the same thing about the zone issue. He also says it was probably never a coil problem at all and that because the air could not circulate because the zone valve was not opening, that the over charging the unit from the first visit from the first company probably caused the coil to burst. This however cannot be confirmed but makes sense. It is highly unlikely that both the coil and valve would go out at the same time. He does send in his diagnosis and of course they don't cover zone issues. This I understand but if the first company had even looked at the unit the very first day and discovered this zone issue we wouldn't have been hot for 4 weeks.

The 3rd company also told us that the warranty company tells a/c repair people to go out the first time and add freon, hoping that if the unit has a small leak this will get people through the summer and the warranty will expire before the next summer keeping the warranty company from having to pay to replace it. There is so many exclusions to this warranty that it is virtually useless. We feel like we wasted $450. Communication with HWA is crazy. You never talk to the same person twice, nobody knows what is happening on your file. One person tells you one thing, another something else. It was just one problem after another. Terrible experience. My deal is over, but I feel sorry for others who purchase this warranty just to realize after the fact that the policy is virtually worthless.

Apparently I was also barred from calling since in the next 24 hours I called only to receive a message "We are sorry all agents are busy." At no time was my language abusive although I have hearing issues and had to speak louder than I would like to. I would never recommend this company and will inform every real estate agent in Tulsa to never recommend them.

I want them to have the AC/heat fixed ASAP. I also want them to compensate me for the out of pocket cost I will have to pay for a new pad and rain guard. I also want compensation for the pain and suffering that my wife and I have had to go through for not having any air. We are both in our 80's. They did not offer to put us up in a hotel or anything. THEY SHOULD BE PUT OUT OF BUSINESS!

I am very upset by the way we have been shuffled around, placed on hold for up to 30 min at a time. Each time I called in I had to go over my situation again with a different person and each time was told different things. My husband and I were treated poorly, the customer service was obsolete. I recall some sibilance of support one time by a woman named ** who seemed truly helpful and who gave me the advice to speak to a supervisor and that she too would speak to them on our behalf. Others were rude, disinterested, interruptive, unhelpful and condescending. I sought to get the further documentation that one person and then another told us to get only to be told later that was not good enough and the rationale for denial changed. I was told I could leave messages with the supervisor which I did, no one ever return my calls.

I consulted with my attorney to have him clarify the contract because I seemed to missing something and he too was perplexed by the varying rationales I was given as to why my claim was being denied despite the obvious coverage we are paying for. I sought repeatedly to get some clarification and input to help me remedy this situation, only to be met with circular argumentation and arbitrary responses. I feel confused, unheard and disrespected. We will be obtaining service from another company as soon as possible. I even asked that the calls, that "may be recorded" to be reviewed to show that our story/claim had not changed but rather theirs, HWA, had, more than once.

HWA has already send 4 different service companies to check the AC problem. The first company, did not show up because this property was out of his service area! The second was not sure if was installed correctly but, did say it would take $400 to fix the unit! The third company came and said that would not look at the unit because he was not getting paid!?!? He also said "the space is too tight to work in." (Something I would have remedied so he would had the space). And finally, the fourth, "My Guys Heating and Air Conditioning" I believe Mr. **, said he was the owner, came by on Saturday morning.

He went to the attic and looked around the unit. He said his first impression was that "the lines were clogged," stated "there was no space to work" (area too tight), then said "the unit was not compliant with Texas regulation!?!?" When he came out of the attic I asked him, "Did you look inside of the unit? Do you really know what the problem is with the unit?" That's when he decided to send his son to inspect and look inside of the unit. Finally, he realized that the inside primary panel was cracked. He then stated that (1) your company was not going to pay for this job, (2) the job was too hard and (3) if he did do the job he would have to bring in 3 other people to fix this problem!

Then, yesterday I was told that your company decided not to approve the repair because of wrong installation, something that has not been proven. And, whatever the problem may be is something that may have occurred before we bought the house. I believe this should fall under Unknown Pre-Existing Condition.

I would really appreciate it if you would cancel this warranty policy ASAP so I can find a reliable Home Warranty Company!

I had to call the technician myself and set up the appointment which took several weeks. Then the technician didn't come with in the allotted time slot. Once he arrived he said the seal wasn't covered but he would change the cycle piece. I paid the $60.00. The technician had to leave and said he couldn't return until several hours later to fix it because he had other appointments to go to.

This was unprofessional and my husband missed a whole day of work waiting on this man. When I called to complain and see what was going on the representative was rude and said I bought the Gold package and I should have bought the Diamond package if I wanted better service. I told her I didn't purchase the Home Warranty that my Real Estate agent did as a house warming gift and I didn't know what was covered or not covered. When I log in to this website and it populates what's covered, it just lists a bunch of things for example: refrigerator, plumbing, dishwasher, etc. It doesn't say only the outside of the dishwasher or only the pipes not the valves.

The customer service is horrible, the service is even worse and you end up with nothing being actually covered unless you purchase the Diamond package at an astronomical price. I will not be renewing my contract with them next month and I will tell everyone to stay away from this company. They are a big SCAM at best.

A few months later I called to make another claim and told my contract was suspended for not paying that service fee from earlier. Long story short I got bounced around from department to department on hold for 20 minutes at a time each person saying they would take care of it and each person lying to me because it never got resolved they wouldn't send out a plumber and I finally got fed up and cancelled by contract. They have the worst service of any company I have had to deal with.

I am failing to see how this is $600 well spent. I paid the people 60 to come out once when it dies completely. That's another 60 IF they approve it then there will be more problems to deal with and the part is like $150 to start with. To top it off asking to speak to a manager just got me the run around about how a manager couldn't do anything anyway to help me. Never did get to speak to that manager. So they love taking your annual donation to their business but do not so love fixing your breaking stuff. RIP OFF!!

We called the supplier company and arranged to pay when he will back with the "piece" and actually repair what's needed. One day before the new visit (3rd) we received a call from Home Warranty saying that the Supplier informed that our Microwave didn't have any problem based on the technician "assessment" and that we have to pay the visit fee! We complained with every person that answered the phone and all of them said, "It doesn't matter that the appliance hasn't been repaired. You have to pay. We will send you another technician but you will also will have to pay for the visit!" At this stage we were so annoyed with the lack of professionalism of the suppliers and the poor customer service of Home Warranty. We ended paying for nothing and cancelling our insurance losing money on the way and still having the appliance with a problem.

I waited an hour and called McCuen. Was told by his dispatcher that I would receive a call shortly. Another hour passed, I called HWA. They said they talked to McCuen and I would receive a call shortly. Another hour passed and I again called McCuen plumber. Was told by the dispatcher that I would receive a call. By this time, 5 hours later, I still had no one coming to my property to fix the problem. I turned situation over to my business partner and he was told by McCuen they were not going to come out on a weekend for the cost HWA would pay them. So I can only presume HWA lied to me when they said they were talking to the plumber and he was coming out. They have no emergency service vendors in their system. So unless you have a claim that occurs during the week and during normal business hours you are obviously out of luck!

I was told to clean it out, because the new dishwashing soap is missing an ingredient and dishwashing has forever been changed since 2010. I did just what I was told and cleaned the dishwasher twice... I actually recently did it another time but no luck. They still won't replace the dishwasher and are only replacing parts that clearly are coated in something and are never going to work.

This company is a scam. My husband is calling the better business bureau because after researching them this is happening to people all over the country. I'm very disappointed in my realtor and the people who sold us this home for buying such a horrible company to protect us if anything happens to our appliances. DON'T EVER USE THEM!! Don't buy a home with this company listed as the home warranty. BUYER BEWARE!!! The man who came out to fix it was very nice though and helpful. But he is a vendor and I believe not related to this SHAM of a company. These pictures were right after our dishwasher was "fixed".

That is a new water spray thingy at the bottom of our dishwasher THAT I JUST cleaned... which is covered in this white paste, yuck. The dishes went through the whole cycle with the finish bar (dishwashing detergent) that fell onto the red cup and the water never came on to dissolve it. We are a family of 6 and NEED our dishwasher!! To have the water thingy replace. I was without a dishwasher for 7 days. And now I'm told the part takes 4-5 days, so Tuesday. UGH!!! WORST COMPANY EVER!!!!

I saw a water stain on my ceiling. I found out that I had a water leak in my bathtub above the water spot. HWA says they will fix the leak but not check the integrity of the floor under the tub or the ceiling, where I found the 4 ft by 3 ft water staining. According to HWA, those were "secondary problems" and HWA doesn't fix those.

My question is this. If my water heater exploded and ripped the side of my home off leaving a 40 hole in my house. Would HWA say, "Here, have a new water heater but you can freeze your ass off in the house. Since the water heater failed, we will fix it but you can go screw yourself on the damage caused by the explosion because it is "secondary damage"." One could only hope that these rip off artists get to reap their karma one day.

WORST CUSTOMER SERVICE EVER. They won't even give you a courtesy call to see if your problem was resolved nor do they ask for suggestions to improve their quality of service.

The unit was still using old R-22 gas which is being phased out, so basically we continued our coverage and was even sold on the fact that if we upgraded, we would get a free upgrade of our unit from a SEER 14 to something better. This present winter the unit started freezing over again, much like it had the previous winter. Once again it took 2 separate attempts to get a tech willing to service my area, and I don't live in rural America but in a suburb of D.C. so it was baffling how difficult even getting connected with a company that serviced my area was. Finally a tech was found and he confirmed that the system had a significant leak and the unit would need to be replaced. Thankfully HWA finally agreed to replace the unit with a new unit. However it took a week to get the new unit delivered and scheduled to install during the coldest week of the season.

When the tech brought the unit to install it, we realized the condenser/heat pump that was promised to us was not the correct unit. We were told we would be getting a Carrier Payne system, when the tech brought a Carrier Bryant system and come to find out from the tech that this particular unit was a lower quality unit but would still do the trick. At this point we were called HWA to get an explanation and the initial customer service person, much like all of those we dealt with, had no authority or desire to help fix the situation. So we escalated it to a supervisor, who after going back and forth as to why this unit was given to us in the first place, btw the unit they tried to give us was too big for the space it was suppose to go and was not a feasible option even if we wanted it to be. But the decision was made without anyone considering that fact or seeking feedback from the tech who made the recommendation.

So the supervisor basically told us to either accept the unit that didn't fit or accept the cash value, and they would send us a check for $1800 which was increased to $2000 after explaining all the poor service we had received. Even $2000, as I'm sure you can imagine, doesn't even cover the retail price of a new unit, let alone the labor to install it. So rather than deal with this company for one more minute, we were basically forced to take the cash. The service this company provided on every level has been by far the worst I have endured and I make it my mission: let as many people know so they don't have to deal with the stress and anxiety of being lied to and cheated by HWA. Do yourself a favor and stay away from this HWA!!!

Finally, I spoke to a supervisor and she came to spill that the person was no longer there and the paper was never submitted. I asked her, Kim, why anyone had not checked the work of the person that has left. She could not give me an answer, but she would process it that same day and that the check would be processed on the following Wednesday and mailed out the following Wednesday after that (seems like a lot of busy work and nothing is getting done). I called today and the customer service rep had no answer so, I asked to speak with a supervisor. They first told me that supervisors were not available (they always use this excuse). Finally Kim got on the phone, she said it was processed, but did not know if it had gone out.

I asked her to check and see if the accountant department had mailed it. Before this she said she did not promised me that they could process the paperwork. I explained that we should have been concerned first, since we had waited so long. She finally called me back and said that it was sent out on last Wednesday and that we should be receiving the refund. If I had seen the reviews beforehand, I would not have purchased the warranty. Maybe they will get their act together, but I'm moving on.

On Jan. 9, 2015 we contacted HWA, we were given a service ticket. We waited, waited and waited and nothing. We contacted the technician that was provided to us by HWA and he told us that he did not understand why we were calling him (he stated that for the last 2 years,he did NOT have a business license for in our state nor did he do any service contracts for HWA - he didn't know why our issue was forwarded to him.

On Jan. 17th or 18th we called HWA and made them aware of this issue and they did not say anything about it, they simply said we will put in another service request. We did have someone go out and see our wall unit and told us that it was not working (we already knew that). We paid $60.00 to be told that - initially we were told that we needed a new gas valve, which was not true, because the gas valve was tested that day on the 17th by the gas company and it was working properly (it was a new gas valve). They later called us and said that it needed a new thermocouple - that they would order the part.

5 days later the tech called us again and said that HWA denied the repair claim and if we wanted the work done, we would have to pay out of pocket. We called HWA and asked why they wouldn't cover and they said that because they did not know if the wall heater was working when we moved in, We explained to them that this was a fully remodeled home, all was new including wall heater. They then told us that we had to send in home inspection. I went on the HWA to see if a home inspection was required and found nothing on that. I requested that in writing from them and they declined to do so. I also asked a receipt for the $60.00 and was told that they don't offer one. They came back to me and said that because it was not tested prior to moving in, they would not cover repairs.

Keep in mind that this is a vacant remodeled home - no gas. So just by looking at the unit all seem fine (which is something that the contract states that upon visual inspection of a unit, it would be consider in working condition and covered by the policy LIED). I contacted the BBB on the 1/27/2015, requesting a refund for our $60.00 since we thought it was unfair to pay someone to tell us what we already knew, also we were very disappointed, because HWA refuse to repair our unit which was clearly covered under the HWA policy. We waited to receive something in writing where it was necessary to send in our private home inspection - NOT required according to HWA when you purchase a policy from them.

We received called from a Mr. ** a few days later after the BBB contacted them and he said that they would refund our $60.00 if we retracted our claim from the BBB. In other words, keep your mouth shut so other can get suckered by us and we will do you a favor and refund your $60.00. We said we would think about it - he said we had until the 1/6/2015 - but since we did not do it fast enough, he went on the BBB, added what made him look good. He forgot to add many things on his reply. We contacted him the same day, on 1/6 to a number provided to the BBB and got nothing. We left a message on a prior number and received a call pretty much telling us that we did not follow his orders, therefore his offer of refunding the $60.00 fee was off the table.

We replied back to the BBB and disagree with his FALSE statements and we will take this as far as necessary. It is no longer about the money, it's about the SCAM that this company is running and they seem to get away with it. We have re-read our HWA service contract and our service claim falls withing the policy and yet they have refused to repair it. Searching on the web, I found many other customers with the same issues. Why is this company still allowed to do business? It's a rip off.

Then we rescheduled the appointment for 2/2/15 between 9 am and 11 am. I took off work to make sure there were no problems with scheduling however no one showed up. Upon calling customer care, they said they couldn't help me anymore because the vendor said he actually came. Nevertheless, I check my outdoor cameras and found that no one had came to my home at all the morning of 2/2/15 between 7 am and 1 pm. The vendor had lied and customer care told me that they "only go by what the vendor states" therefore I cancelled my service. They say it takes up to 10 days for service to be actually cancelled. WORST COMPANY I'VE DEALT WITH IN A WHILE.

The A/C vendor said our A/C unit wasn't working due to maintenance issues that the previous owners had neglected and that the warranty would not cover what needed to be done. The garage door company came out said that the issues we had were not covered under the warranty. The warranty did not cover the tracks, motor, wheels, springs or chain drive/belt. So I'm not sure what that leaves them to cover when their policy clearly states it covers garage door and parts.

And finally, the appliances: The vendor that came out said the control panel in the microwave were not working and that he would recommend replacement since the cost of labor and parts (if they even still made the part for the older model we had) would be more than what the appliance was worth. The dishwasher needed a new heating element among a few other problems. He again recommended it to be replaced due to the parts and labor costing more than what it was worth.

Well 2 weeks after the original claims had been filed we still had not received an answer about replacement or repair. Calling daily, it was always "oh we are still researching cost and parts," or oh "I'm sorry a supervisor has to look at the claim and there are no supervisors hear." Now 4 weeks past our original claim was filed they are still researching parts, even though the vendor himself has said he has researched and cannot find parts to repair.

Now finally after 4 weeks we got to speak with someone who called to discuss our claims. They denied the dishwasher all together due to our home inspection report stated the inspector could not get the dishwasher to come on. Now that was not the case, in fact the inspector did not know how to operate the dishwasher. He admitted that and sent an amended report to the warranty company. If the dishwasher had not been working prior to us purchasing the house we have negotiated repair or replacement like some of the other items listed on the report. We in fact went to the house after inspection on our walk through and were able to operate and run the dishwasher just fine. Again they denied the claim saying that the amended report from the inspector acknowledging he had not been aware of how to operate it and that it was in working order was not sufficient.

Back to the microwave, I figured 4 weeks of researching parts, no answer and so on had been long enough. So I decided to cancel, I mean what's the point of paying for a service you can't use and that will not benefit you in any way. And last but not least back to the $75 deductible we paid each vendor to come out that could not repair anything due to it being covered, I have found out that each vendors' service call was far less than the $75 I paid. So when I wrote them to cancel I included I wanted a refund for the difference as well. This company has the worst customer service, the worst response time, is very unorganized and a total SCAM. The only reason they are in business is because people pay for it and are fortunate to never have to use it and they make their profit that way. Please do not subject yourself to dealing with this shady company.

I get home the next night, look below the sink and find a different model installed and immediately pull it up on my iPhone. It's the 1/3 HP model and the manufacturer warranty for parts and labor is half the term of the model I had removed. The next morning I call the plumber to get an explanation. I leave him a voicemail and get no call back. I check my bank account and he must have cashed our 75$ copay as soon as he left the house because it already posted. I don't even have the option to stop payment to get a call back.

I call HWA to see what happened. They say the plumber claims to have used the correct disposal on all their paperwork, so I email them the photo of the wimpy disposal along with the data sheets on both models from the manufacturer. HWA tried to send the same clown back to fix it after a week went by. I told them don't let that thief near my house again. I can't believe they would even use him any more. It shows their priorities, even after the guy installed a smaller unit, billed them for the correct one and pocketed the difference.

After a week, they are supposed to send another plumber to fix it correctly. We shall see. I'm sure most folks don't pay attention to what they are getting and only care if it works today so these companies get away with this all the time. Realtors love these warranty companies to give you peace of mind to close the deal. Just go with the assumption that nothing is covered and you may be surprised if they do cover something. I won't even mention what they did with my AC unit claim. Home inspections in the winter can't run the AC properly therefore you can't prove it worked, i.e.: not covered! Negotiate your home price for the age of the appliances and HVAC units/water heaters and don't pay these thieves at the warranty companies to be useless middlemen that will only frustrate and complicate your home MX.

How does a business even close their books without reconciling accounts payable? They appear to be dealing in bad faith, running out the clock and hoping I go away, and/or trying to fudge their books. Nobody should do business with this company under any circumstances whatsoever. Even if you convince them you have a claim (hard enough), they will try to cheat you out of your own money, and if you catch them and have spotless bookkeeping that proves you right, they will then simply not pay. These people are both dishonorable and incompetent, and there is no cure for that.

During a unit check up the following fall, they discovered a cracked heat exchanger and tagged the unit dangerous and unusable. The part was actually still under warranty itself. HWA denied the claim saying that back in Jan when I filled out the online claim I said that the unit did not work. Huh?? The question on the form asked "Does the unit work?" I answered "No." I answered that because a working unit would blow warm air and this unit was not blowing warm air. It was not working in my mind. I spent months talking to several people there explaining my answer and admitting my ignorance that it was all about the propane at that time.

They refused to believe that the unit ever worked. They should be ashamed of how they treat people and how they scam innocent homeowners out of money. I could have put that money into something worthwhile that would actually benefit my house instead of this. Now I am trying to save enough to fix my unit and in the meantime my family is trying to stay warm with electric heaters. Not fun in a 4000 square foot home.

I called back to see about cancelling and getting some of my money back, but found out that I have to send an email that will take 5 days for them to answer. Then they will prorate what is left. I highly recommend that home warranties in general are a ripoff.

When my in law pointed out that the spa and pool coverage also covered outside spas and pools, she said, "Oh, that doesn't matter." My in law called me and I got on the phone with her, because I'm an architect. I pointed out the policy covered spas and pools, and that the breaker box was part of the electrical equipment of the spa. The box did not service any other equipment other than the spa, so it should be considered part of the spa. It quickly became apparent that the grumpy lady was only interested in finding ways of denying the claim. Logic did not matter in the least to her. I asked to be transferred to a supervisor. She fought that tooth and nail, but finally said she would have the super call me back. It never happened. I would give this company 0 stars if that were an option.

I called to report the occurrence, and was promptly told that since it happened during our two days of lapsed coverage they wouldn’t be able to do anything. I told them about dad, and they agreed to disregard the two days- it would be as if there was no lapse. I felt pretty good about them then. But things quickly deteriorated from there. They took over 10 days to send someone- after one who canceled same day, when I had already requested off of work. When the repair guy finally came- Old Guys Appliance Repair in San Antonio, TX- he told us that very day that the ovens would not be able to be repaired since they don’t make the part anymore. After (once) daily calls, I finally got the home warranty company and the Old Guys to talk to each other. (They both ran me around each day before I got them both on two different phones and told them what the other was saying- so high school!). After they confirmed what we’ve known for a week, the home warranty people told me the claim would go to options. I was told options would either be replacement, or cash allowance. Good. No. Bad.

Options came back saying they would offer us a total of $100 cash for the price of the part that is no longer made. They said that since we were in our first 30 days of our contract they would not replace anything covered in our contract. I reminded them what I’d been told about waiving the lapse, about having a whole year under our belts with no claims at all, and they basically told us that even with our extenuating circumstances that they wouldn’t pay more than $100. Brandon and Jennifer both treated me like I’m dumb or something, repeating themselves a lot, trying to get me to believe what they were saying. I was incredulous and questioning how they came to that after promising something else. I had to tell them both to stop repeating themselves, to answer my questions. I was not yelling or being rude. I was calm. They had no reason to act that way. I feel sorry for them both. What a crappy job they have, and what a crappy company they work for!

This is literally causing us a hardship. You might already know how expensive a funeral is. You might understand how hard it is to bury your dad. You might know what its like to be kicked when you’re down, to have insult added to injury. Home Warranty of America wasted precious time (its Mid-December, and I don’t know anyone who doesn’t use their oven during this time of year), lied to us about waiving two days of lapse even with painful extenuating circumstances, and were rude, cheap, and terrible to work with throughout this whole experience. When we needed them most, they were not there for us. They do not give a crap about us or about you. They only want to find ways to get out of paying for claims. I guess that’s the nature of insurance, the house always wins. But again, if you’re shopping for home warranty companies, steer clear of these guys. They’ll do anything to get out of paying, and they’ll be happy to have you wait a long time and then pay $75 to their preferred vendor before letting you know you’re screwed. Buyer beware: They’ll say whatever they need to get you to sign on, then totally let you down when things get rough. Consider yourself warned!

The company states they are not liable to pay for new appliances within the first 30 days of listing. So all HWA could do for me was send me a check for $40 to cover the part! THAT WOULD BE FINE IF THE PART WAS NOT DISCONTINUED. What good is getting insurance? When one needs to use the services and the company refuses to make good on that service? HWA is MISLEADING and USELESS insurance provider for I'll can say. If consumers are in the market to purchase a home warranty, please DO NOT make the mistake of choosing the Home Warranty of America, Lincolnshire, Illinois phone: (888) 492-7359. Please save yourself from being victimized and ripped off. This company is willing to take consumer money and do whatever is necessary to not follow through with the insurance service.

I was then contacted by the second vendor and we scheduled a window from 2-6 pm Friday. At around 3 pm I got a call from this vendor saying he was stuck on a job in Waco and would not make it back to Austin in time, and asked if he could come back on Saturday morning at 9 am. I said this was fine. On Saturday morning around 10 am I started to call the vendor because they had not arrived and I noticed a text message telling me they were in a car accident and won't make it.

That following Monday I called HWA again and requested a third vendor. This vendor called me and we set up an appointment for the following day for 3 pm. The vendor showed up at 4 pm and started to look at the problem. Right off the bat I could tell this guy wasn't very qualified and he didn't seem to have any of the tools I've seen Heating/AC repair guys use. Mainly thermal-imagine equipment used to measure the temperature. This guy was merely placing his hand in front of the vents. He was at my house for approx. 3 hrs and most of the time he spent out on the phone with someone who seemed more qualified to be servicing my Heating/AC.

At around 6 pm he said he could not find the problem, he could not tell why the air was now flowing to the downstairs rooms and that he was going to come back the following morning with another person from his shop. He asked how early he could show up, I replied I get up at 6 am so you can get here as early as possible. He also said he was not going to collect the $70 service call fee because he was unable to repair the heater nor had he any idea what the problem was. So at about 11 am the following morning no one had arrived, called or texted. I called the vendor and was told that they were not coming on site and that the repair likely involved cutting into the walls and/or floor and they were afraid the home warranty company would not cover this.

I then contacted HWA to then request a 4th vendor. I was placed on hold and after about 45 minutes I had to disconnect to join a conference call for my job. The following day I received an invoice via email for $70. I immediately called HWA and was told that "there was no guarantee for repair" and that my "warranty was suspended until I pay this $70." My heater is still not repaired. I do not have a 4th vendor assigned. I have no pending repair appointments. Over half the people I have dealt with at HWA have had bad attitudes and were very difficult to work with.

WE didn't have plans to renew, mind you, but HWA did. They automatically debited my account without my authorization. We went back to the fine print on the contract, and according to that, they could renew at will - but only if they sent us the terms of the contract first. That sounded hinky, of course, but at the same time, they hadn't even followed their own terms and hadn't sent us the contract. It's been three weeks now and we've been fighting them the whole time. They refused to cancel, and now they're saying they need six MONTHS to renew our money. I just want my money back at this point. Obviously, we should never have gotten involved with this place to begin with, but lesson learned. I just want my money back and I want it back now. The bank tells me my only option if they don't refund is to pay for a stop payment. So now I have to pay to get my own money back. Nice, right?

On November 12, 2014 I called because the AC in my rental property would not turn off and I couldn't change it to heat or change the anything on the thermostat. The rep began to set up the service call and advise that my plan does not start until Nov 14, 2014, although she confirmed that my monthly payments began in October. Long story short, after speaking to several people and being told that there was not manager on staff, I final spoke to Frank **, a supervisor.

He basically said that I need to give him all the dates and times that I called in or talked to their reps to review my previous phone calls with the company to determine if requested that my contract to begin early in October. Of course, I wouldn't remember those dates & times, although I talked to my sale rep several times due to correction that needed to made on her part. Frank promised to call me back by 4:00 p.m. cst- although our conversation was about 9:00 a.m. Guess what, Frank didn't call me back.

I called and left him a voicemail msg and ironically, he called me and said he reviewed all of my calls and the only time I had a conversation about the contract payment and start date was when I initially set up my acct with them and I never requested a contract start date change. However, he did say in that call he heard me state that I wanted my contract and payment to begin on Nov 14, 2014. So he confirmed the sales rep mistake... but said I needed to changed the contract date in order for it to begin in October when they mistakenly took the payment too soon- which I did. Then I ask, if he heard my call to the sales rep just last week, his reply was that "you didn't provide me with that date to search for the call..." but he just said he listened to all my calls.

Of course, I stated the inconsistency in his story. Ultimately, I cancelled my contract and requested to be refunded. Frank, stated a least 5 times that I will receive a refund within 3 to 5 business days of my cancellation- that had to be in writing. Well I submitted the cancellation request for both property contracts, and received a confirmation email stating that it will take 6 WEEKS to receive a refund. LIES!!! The worse customer service ever. I called American Home Shield back and started my service with them, again. They are costly, but the service is better. YOU GET WHAT YOU PAY FOR!!!

Let's just say by chance their contractors somehow manage to figure out what is going on, don't hold your breath, and that particular item is covered under the warranty, again don't hold your breath, then they don't necessarily replace that item with the exact item that broke. They have a cap on how much they will cover, and believe when I say this... It's never enough to buy the exact item you had before. You might as well buy the bottom of the barrel appliances and etc. for your home, because that's all they will write you a check for when it needs to be replaced.

A second instance just happened a week ago. They send someone out to diagnose the problem and of course the contractor couldn't manage to figure out the issue, so I'm out the $75 dollar fee and my wasted half day of vacation to hear someone tell me that there is absolutely nothing wrong. It breaks again 7 days later after the contractor was originally called out. After 15 minutes on the phone with HWA's customer service to demand a refund for my money, they conveniently inform me that they do not refund any fees no matter what the circumstance and they will gladly send the SAME contractor back out to reevaluate the problem. The SAME contractor who couldn't figure it out in the first place! Of course I demanded to have someone else come out, and of course that would be an additional $75 to have another contractor who is just as incompetent. Absolute waste of money and your sanity. Just YouTube your problem next time and save yourself the hassle.

Next day, I contacted HWA to find out when they are going to send me a water softener specialist. They proceeded to tell me that the plumber told them the problem was due to maintenance and we do not cover maintenance issues. This company is a total rip off and should not be in business. Beware of this company.

Ok, here's why I say "company" & what my main issue really is with this whole warranty thing: Hwa chooses the company which will be doing the repairs. I was assigned to a handyman of sorts who runs his own business from his cell phone. Now I'm not biased as long as the man can fix the darn stove but he never contacted me, I had to contact him SEVERAL TIMES! The first appointment we had, he never showed & when I called the next day he acted as if he had never spoken to me in his life. When he did show he seemed like he knew about repair & said he needed to order a part which he couldn't get until the next week. When we schedule for him to come back, he warns me that he got a "like" part & if it didn't work the warranty might not cover for a more expensive part? Umm? Ok. Mind you I do understand that this house came with an old stove but a new stove is now only about $400 (the policy was $435) so if he can't fix it I would think the warranty should replace but egh.

Anyways, when he came out to do the actual repair I was at work but my hubby was home. The guy tested the oven first & IT WORKED, I REPEAT, IT WORKED. He proceeded to fix the stove top & did so just fine. I came home & the oven doesn't turn on at all. Called the guy the next day (because it was already late at night) & he says "it's an older model - it takes a minute or two to heat up". Ok, next day I leave it on for 10 minutes, it's cold as ice. I can't get a hold of him for 2 days now. I am going to try hwa again to see what they can do. Then probably just buy a new stove in a few weeks. If I could have picked a real company it would have been fixed correctly within the same week. Not incorrectly over a 3 week period!

I told the service guy that I still wanted the Trane unit and that I would pay the difference because in the technician's words the unit that HWA was going to replace it with was an inferior off brand that had a very low life span or expectancy compared to the Trane and was something that HWA had a deal with purchasing these off brand kick off's and were a very cheap unit from Currier company. Oh, and by the way this would void any warranty remaining that might be on our Trane unit by replacing it with components that are not Trane and HWA knows this!

So I had the Trane unit installed and I paid the all of the bill HWA should have paid plus the difference between the cost of what HWA would pay and what the Trane unit. But, here's the kicker HWA would not even pay the $600.00 it would cost for charging the unit with Freon because the unit was shipped and charged with nitrogen to protect it and prevent the unit from being exposed to the atmosphere. This is because the EPA requires these units to be sent out this ways because the damage that could occur during shipping could leak the Freon into the atmosphere and this makes sense but, get this! HWA claims this would be a modification to the until if they charged it with the Freon. "News flash the unit requires Freon to operate."

This is how HWA uses word trickery in their contracts to screw over home owners! There is enough of us in this area to file a class action suit against HWA. I have already hired an attorney because HWA has not paid my claims. HWA is not a reputable company that anyone should do business with. I'm going to contact all the real-estate realtors in the area and complain and I think everyone else should too, so that the realtors know that this company is a joke.

Apparently that's not the answer they wanted so they wanted a 2nd opinion by a different HVAC company. They told them the same thing. HWA approved the claim at first then called the HVAC guy back and said they changed their minds and was going to deny it because the policy with under 30 days old. Never mind there is no outlined waiting period. After complaining for a week they did offer me $920 on a $4,000 unit. I guess at least it's something! Horrible company! If you are thinking about using them... run away as fast as you can!

I immediately wrote back asking if there was anything we could do (i.e., a new inspection or anything to keep my existing appointment) and she said no and that she'd be happy to refund our money! I wrote back one more time begging her to see if there was anything that could be done to move forward and keep our existing appointment and she literally wrote back, "Please send an email to cancellation@hwahomewarranty.com and the money will be returned to the credit card"! Needless to say, I'm beyond disappointed and frustrated with this agent and clearly they don't want my business.

Horrible people on the phone have no compassion for the consumers and work with a do not give a crap attitude. I highly recommend choosing another company and not to waste your time with Home warranty of America. It is a total Ripoff.

Now this is the part that ticked me off and why I'm letting all who cares to "google" HWA". Visit 3? - we did not expect him because he told us when we called him the day before that if the previous part replacement didn't work he had to order a part that took 7 days! I get home to meet him... he's holding a CAN OF AIR..again..... I remained calm realizing by the look on this face he did not want to be there. He said when he told HWA he could have the part we needed in 3 days and asked that they do overnight shipping... he was told the part was too expensive and just go blow the dust out again and check the part he just installed the previous day. To ANYONE who has half a brain.... this is crappy scam service companies "throw a warm body at a customer to shut them up".

We're going into a weekend with 4 High School age kids and two adults, laundry, food, dishes, showers!! Up until this morning we were able to fire the tank up manually every time it died... This morning - no go. It's dead. HWA is assuming we will just give up and get a REAL REPAIR SERVICE to fix the problem. We currently have our 4th ticket in now requesting the part to be ordered.....GANG this company sucks. Their plan cost the seller over $600 plus the buyer has to pay $75 per service call. Needless to say we only paid that once. DO NOT SIGN A REAL ESTATE CONTRACT IF HWA is THE HOME WARRANTY COMPANY!!!

The vendor was here 3 hours and found a half dozen leaks at the inside A Coil and as many on the outside unit and recommended complete system replacement at a cost of $6800.00. Home Warranty of America did not accept this quote and offered me $2060 as a buyout. This has been going on for over a month now. On June 1 I was in a serious tractor accident and broke 11 ribs and I had a collapsed lung. HWA did not care about this. I am suffering in my home in the heat and humidity and they do not care. They told me my choice was to take the $2060 buyout or they would have to send a 4th vendor to my house and start the whole process over again. This is ridiculous. I really hope people read this when buying a new home and you are offered a home warranty. This company is terrible and I would not take a home warranty from them.

After the thermostat installation (have paperwork to show that is all that was done) we noticed the system was still not cooling the house. I then called HWA a 4th time for this same issue and was told another tech would be sent since it wasn't fixed right the 1st call and to pay the service fee and I would be reimbursed. This tech also arrived late. When I called HWA to request a reimbursement I was told that it was company policy that if the 1st tech don't repair the item properly and additional techs have to be dispatched that the customer is solely responsible and must pay a service call fee until the job is done correct. After I realized that the rep was not joking, I requested my warranty cancelled immediately!!! I absolutely do not agree with this policy.

This is despite the fact that it was written by a licensed home inspector in my state. Since they couldn't find any other reason to deny my claim because my maintenance documentation was impeccable, they came up with some bogus reason like not having page numbers on my home inspection report. Absolutely absurd. I'm pursuing legal action against the company right now. But if you are thinking about buying a home insurance contract with this company, stay away. There is a reason why this company is so poorly ranked on this website (and others).

Apparently because it had not worked during me living there it was not covered. Suddenly I remembered that it had worked but obviously that didn't count so the hard-nosed person on the phone said I wasn't covered. Frustratingly but fortunately it was just the capacitor so I was able to change it myself. The second, third and fourth times were all pretty straightforward call outs. I pay the money, contractor fixes the problem - pretty much what I'd expected, never with any urgency but the contractors they used in the Dallas area all seem to be really good.

This final issue has nearly driven me to tears. I'll start by saying that they are soon to be fixing the problem but not after blood, sweat and nearly tears - grown men don't cry. The AC on the top floor of my townhome (where I sleep) was on the fritz, the breaker kept tripping. Call HWA, engineer arrives, advises me that the nature of my issue is intermittent and to call HWA if it continues after he completes some standard maintenance. I pay the call out fee. 30 minutes later, the breaker trips again. I call HW. They schedule another call-out (no fee this time). The engineer doesn't even bother to come over - he calls me direct and advises me that because the nature of the issue is intermittent that HWA won't fix anything until it's absolutely broken. Just keep flipping the breaker until it will flip no more.

After many trips of a the switch and subsequent phone calls to HWA trying to somehow get my obviously broken AC fixed, they finally confirm that they just don't fix intermittent issues. 2 months later and I am still flipping my breaker, but now it's getting hotter, Texas hot, when heavens above I hear the breaker trip and immediately flip it back, it fails immediately and continues to fail. Yay! It's broken! Finally!

It's Saturday so at 9am Monday morning I call HWA. The engineer arrives on Wednesday, is in the house for 5 minutes and confirms it's broken. I get a call from HWA that they are going to arrange the replacement of the broken compressor. They just need to get the purchase order completed and confirm that I can pay the R22 Recovery Cost and the Disposal. $350! (Really?!) OK, anything just make it happen really fast please. It's Thursday. I spoke to HWA. The PO hasn't been signed but it will be, soon. The contractors are really busy so they can't arrange anything until next week. It's still 90 in my bedroom but I can see cool at the end of the tunnel. Long and short. It is saving me money but you have to be very tenacious. I think I'm going to invest in AC maintenance too. Anything to avoid the last 2 months - and it's not even summer yet!

48 hours comes and goes - no call. The number they gave me connects to a cell phone with a voice mail system that seems broken, so I couldn't even leave a message. And a Google search of the name they gave me for the plumbing company turned up no results. So I called back HWA and told them the difficulty I was having contacting the plumber. They put me on hold, called the plumber, and said, "Oh, he hasn't been back to his office yet - when he gets to his office he'll call you to set up a time." At least they gave me the plumber's office number this time.

However, the plumber's office still didn't call until another 48 hours later and said "He'll be there on x-and-such day at x-and-such time - you need to be there." Unfortunately, I wasn't available during that time and asked to have him come the following Monday. The woman I spoke with became quite rude and said she couldn't say whether or not he would be available then and that she wouldn't schedule the visit. I called back HWA ‘again’, they presumably spoke with the company ‘again’ and magically, they called to say they could be there the following Monday.

When the gentleman came (two days ago now), he was rude to the point that I texted my husband to say, "I really might need you to come home to talk to this guy - or at least talk to him on the phone." I was basically getting the "Well, little lady..." and being treated like an idiot. He spent a very long time telling me all the things HWA wouldn't cover (despite me telling him about my policy) and said he would come back Wednesday and would call me the day before to confirm the time. Come Wednesday, no call from the plumber, no-show from the plumber.

I called the plumber himself, no answer. Called his office, no answer - left a message. Called the office AGAIN 90 minutes later and was told he wasn't coming today, to be ready either Thursday or Friday. I told the woman I was speaking with how frustrating it was to be told one thing and then have the story change. She said, and I quote, "Ma'am, I'm sorry but I always believe my plumber over the customer, and if you call HWA to complain, they're not going to believe you because we've done over 5,000 jobs for them." Nice huh?

Called HWA back ‘again’, told my story ‘again’. They called the plumber ‘again’, reassigned my claim to a different plumbing company (thank you!) and eventually agreed to connect me to a supervisor. But instead I got connected to someone's voicemail with the message saying they would return my call within 24 hours. I'm not holding my breath... I am, however, hoping a plumber gets out here before my kitchen ceiling falls through. It's companies like this that give insurance companies a bad name.

After my pushing gently (I never talked to claims after all), she said she would transfer me. After being on hold 10 minutes or more, again I was disconnected. Before making a 4th attempt, I decided to research complaints on the company. Wow! How can this company stay in business? Oh yeah...they get your money on the front end and never fulfill. We will save ourselves the headache and take care of this ourselves. Very sad!

I got a call back from HWA happily telling me that the repair would not be covered since I already had someone else look at the unit. This pissed me off beyond measure. How am I to know what the problem is if I don't have someone look at it? If it were a $5 repair, I would have had my friend take care of it and be done. I specifically told them that I had someone look at the unit and yet they still sent someone with a $100 bill to my home even though they knew it would not be covered since someone could have "tampered with the unit".

My advice to anyone who is not intelligent enough to turn down a HWA home warranty would be to not touch anything that may be wrong in the house - they could say you "tampered" with it and leave you with a $100 bill just to have somebody come and dirty your carpets. I fully agree with all of the negative comments on this site and think that people should boycott companies with such terrible business practices. The conclusion - I have stopped payment on the check to the technician and cancelled my policy. I expect a full refund of the premium paid and expect all of that to be used toward the actual repair. Good riddance to HWA.

Well the fridge got cold but it did not get cold enough to make ice. So I called again and they sent someone back again and said it was the compressor. I don't know what they did to it but not even 30 minutes after he left, I heard this loud noise coming from my kitchen. I ran in my kitchen and the refrigerator was literally walking in my kitchen, yes walking in my kitchen. I unplugged it. I called the contractor to come back and do something about my fridge. He said I have to call HWA that I had to reschedule.

After about two week back and forth they offer me $500, or they could send the contractor out to repair it. Of course after all that I took the $500, to put to new fridge. I wasn't about to trust to fix my fridge for a month or so, then something go wrong down the road. They said I will receive the check in six weeks. This was the end of March. I called them two week ago about the check. They said it was just the end of the six weeks. Then I called them three days ago. They said the check was mailed on 5/6/14. I called them yesterday. They asked me what name should they put on the check. I asked to speak to a supervisor. There wasn't one available. I called them today. They told me even if I speak to supervisor, the paperwork was not done.

I finally talked to a so-called supervisor that told that the check will put in the mail 6/11/14. How can company have so many employees that deliberately lie to you? Home Warranty of America have no integrity. There so much more but I don't think I have the room to write it all. I couldn't rate my experience. They don't deserve one star. I really don't want to deal with HWA. I think that my money should be returned in full and I want to go with another company.

I was initially told that if there was no other issue as initially reported, then I had to pay. But here she was screaming on the other line. But after trying to explain to her, I decided to give a $75.00 check to the technician. But before I did, this is what I said to him. “I'm aware you just told a lie and you know that dispenser wasn't working when you can in. You fixed something that wasn't fixed properly, and I expect you to state to HWA exactly what you did and not that you didn't fix anything and it was all great. Seems they will be paying you for this favor you've done them.” He looked me in the face and stated, “Don't worry about the $75.00. Just pay me $50.00.” I told him, “You can have the $75.00 if that is what you told a lie for,” then said a greeting in Russia and he held out the check back to me, but I told him to leave. He looked so dejected.

I never buy insurances on my appliances, because of horrible stories I've heard, but definitely I've experienced it first-hand. These home warranty insurance companies are a scam. I'd advise everyone to save for their repairs or towards buying a new appliance. Emailing right now to cancel my contract... Just a lot of stress and scammers.

After the technician with Military Air called HWA with his findings, I received a call from Mark ** with HWA who incorrectly referenced my contract specifically the part referring to code violations. Since I have the Marquis plan, code violations are covered up to $250 per occurrence under "Orange Plus" section VI.I, which Mr. ** insisted on arguing. Mr. ** was extremely unprofessional and also misquoted the out-of-pocket that I would supposedly be responsible for with regards to the code violations that are covered with my plan. I will not deal with Mr. ** in the short time I have remaining with my HWA contract.

Furthermore, I will be filing a formal complaint with the BBB against HWA for lying to their customer about a technician as well as influencing the professional opinions of the preferred contractors. I will also be filing this formal complaint with the Texas Association of Realtors and the Texas Real Estate Commission. I will make sure I am vocal about HWA to everyone I know and post numerous reviews about my bad experience with HWA on the internet to keep potential customers from having to go through with the unethical business practices HWA chooses to operate their business with.

We had an inspector come out who found cracks in the heating coils and a bearing believed to be going out. Upon learning this information and consulting the HWA warranty papers to confirm that these were indeed covered items, I contacted them online to set up a second inspection from their own folk to confirm the findings of the first crew and then if necessary determine how to proceed.

The HWA assigned contractor called me within 30 minutes to schedule an appointment to come check things out. So far, so good. And then the fun begins. Before this HWA-contracted inspector could even arrive (and allow me to be clear, he never did arrive per their agent's following conversation), I received a phone call from HWA saying that the determination had been made that this was a pre-existing condition and would not be covered. I must emphasize that this phone call happened BEFORE THEIR INSPECTOR ARRIVED, so this determination was without question made by them with no first-hand inspection or information of any kind from any of their folk.

When questioned by their agent as to if the furnace was in working order when I purchased the home and I told the agent yes, all inspections were done and passed prior to my purchase of the home and all was in proper working order upon purchase, that answer didn't seem to matter. I was told that the furnace had to have stopped working to be covered. Apparently HWA is saying that the only way this warranty applies is if my family is freezing because of a completely broken furnace or dead from carbon monoxide poisoning from poor ventilation due to cracked heating coils.

I am being asked to understand that a claim made under this warranty from HWA will simply be responded to with an immediate unsubstantiated-in-any-way response of "this was a pre-existing condition", which of course is inarguable because this home truly did pre-exist prior to the warranty being issued. Your call.

After he left, we turned it on and smelled an electrical fire and no heat was coming out. We turned it off, called the service company to correct problem. After we talked, they told HWA we had done something with the wires in the unit. Of course I argued to HWA the point the tech had us sign off the repair and left an invoice stating it was repaired. HWA would not honor my point and I am now calling the OEM to come repair the dryer. Note that I took off the bottom panel to see what work was done and the tech had marked all wires and connectors with a Sharpie with matching letters so as to plug them into the correct place. Do not waste your time and money with HWA and the inept technicians they employ.

They refused to do what was required and insisted that repair was the only option for the 14 year old failed system. However if I wanted they would be happy to send me $500 to buy me out of the problem. It is a 50 gallon system that costs close to $1000 to replace depending with which company you decide to purchase from. The final phone call lasted nearly an hour, they even put a woman on the phone to close the claim thinking it would make me easier to deal with. They had me up against a wall and got what they wanted after an hour of going around and around. They are sending me $500 which will supposedly arrive in 6 weeks. This company is as close to a fraud as I've witnessed a company get. They are aggressive about keeping their board and their investors happy but will violate a contract in less than a heart beat. I've filed a complaint with BBB and also the Wisconsin Commissioner of Insurance. Hopefully there can be, at the very least, some official interest in this truly awful company.

Not to mention that after submitting the ticket, nothing actually happens. No one calls you to schedule a time with you, no emails other than confirmations that they received your request. Nothing! So this leads me to believe that Home Warranty of America is terribly run and that they don't care about actually satisfying their customers. In this day and age that is the best recipe for bankrupting a company. So no thanks, I'll take my money elsewhere.

First year went smoothly without any service call request and we renewed for another term in November 2012. Year 2/Service Call # 1 (August 2013): Water Heater was making a lot of cracking noise and made an online complaint. A service ticket was created promptly & a service provider was assigned. A technician came to our home per appointment and looked at the water heater and recommended that the heater be replaced per paperwork received citing age around 20 years. However, he noted on the report that the unit is improperly maintained (?). HWA declined to do anything and closed the ticket. A service fee of $60.00 was paid to the service provider.

November 2013: Automatic renewal of contract takes place Year 3/Service Call # 2 ( 2/7/2014,Friday): Frigidaire dishwasher broke with stuck door and I placed a service call online that went through. However, I have not yet received until today (2/11/14) any e-mail notification from HWA whether a service ticket was generated. I looked at my contract that does include dishwasher. The dishwasher door latch broke and was replaced together with door gasket. Unfortunately, I had to take care of it instead of HWA taking the responsibility towards the needed repair. I am losing faith in Home Warranty Of America & started to think that the home warranty is a rip off, being colossal waste of money & going to talk to the realtor.

Once again, they had nobody available and told us to find someone to do the work and they would authorize him to do the repairs. Our repairman called in three times for authorization, and was placed on hold for 30 minutes each time. As he also had a very busy day, he could not hold forever, hung up and called back only to be placed on hold again. After the third time, we intervened and called the dispatch center again. My wife called the dispatch center and spoke to Nicole. Nicole told her she would have the authorization center call our repair company immediately. 30 minutes went by with no call. I called back from my iPhone planning to connect in the repairman directly. I spoke to Christina. Before I could join him to the call, Christina asked for his phone number, said the dispatch center would call him ASAP, then disconnected me.

I called back after 30 more minutes with no call from dispatch, spoke to Queen, who was much more abrupt. I calmly asked her who I should escalate this matter. Her response was, "If you read your contract you will find that your only option is to apply for alternative dispute resolution with the American Arbitration Association." Really? All I want is a warm home for my granddaughter during the winter. Can't they just dispatch a repair person? Or are they so bad at paying claims that nobody will work for them? I would give my retirement to Bernie Madoff before I bought another home warranty from HWA. At least he never left a two year old to brave the elements in the dead of winter!

Twice I spoke to a "manager" (Bruce and Melissa) who were both insane. They refused a cash out or a washer. A rep informed me that they indeed had a transmission in hand but didn't know if it was the right part. We don't care if they choose to repair or replace the unit, but do SOMETHING!! No one would call us or communicate anything. Finally, we reached a rep at HWA who decided they would send out a new vendor!?! This vendor could not be reached by telephone to set up an appt. All calls went to voicemail and the VM was full. We called back to get another vendor and that company showed up this morning to diagnose the same problem that began 3 weeks ago.

The washer is 12 plus years old so it is common sense to replace it. No response. No communication. Zero customer service. The managers acted like I was a "bother" when I called for a status. A WARRANTY FROM HWA IS WORTHLESS!!!! We still don't have a washing machine. HWA are all about you when they want your money but bogus in following through with a repair or a replacement. PLEASE BE WARNED!!!

Diagnosed issue as blown inducer motor a $500 Promised part would be take 1 or 2 days AT THE MOST to be rcvd and fixed! Thur Jan 2 checked with HWA - they placed the order with Carrier and it would now take 2 or 3 BUSINESS DAYS! Would not tell me where it was coming from only that Carrier does not provide tracking info. Spent most of the day Thursday and Friday buying space heaters ($110) and trying to have HWA treat this as an emergency only to be told it was ORDERED Thursday morning but no tracking info.

At some point they offered $120 to buy out the claim - pay me so I can get part myself and have it installed by someone else. This is a $400 part plus who do I now pay to install it? They consider this an "OPTION"! I kept trying to get delivery info and found on my own Carrier has a center 4 miles from my house where the part could be picked up by the contractor. Now Planet Green said they will not pick up the part - they want it delivered!

Monday, I continued to try to get delivery info to learn part was shipping Monday and now ETA is Wednesday for delivery to HVAC contractor. Writing this on Monday with no belief that this part will ever be received. HWA continues to LIE and misdirect. If I was told on Thursday it would take 6 days, I would have found another contractor. Now it makes sense why contractor cannot be found online and the Bronx is closest contractor to NJ.

HWA says, "Oh that isn't covered to re-drywall and we no longer deal with the plumber who didn't install your toilet so we can't help you with the damages from last plumber." Manager offered zero resolution just sorry. Poor training for the customer service dept. Joke of a company. Will never recommend this company to anyone and will inform my realtor of this experience. Hopefully, she will stop recommending people buy a policy from this place.

I tried to explain to them that the workers did not want the $75. I had the same workers come out two weeks later and separate the electrical lines and put one of them on a separate GFI switch. I paid them $250 to do this, but I guess HWA doesn't consider that paying the original $75 co-pay. At first I liked HWA but it seems the more that I used them, their Customer Service went downhill. As a result, I am NOT renewing my contract with them and if you want to save yourselves big hassles, I would NOT recommend using this company for a home warranty.

So the tech came out and then expected to be paid. I explained to him that I didn't have to pay anything and so he called HWA and their rep said I had to pay. I disagreed and said that the technician didn't even fix anything so why should I have to pay him for just coming to my house to tell me nothing is wrong. This is the 2nd time I've had a situation like this happen. The other was with my garbage disposal. They wanted to charge me twice for having a guy come out once and fixing the disposal (days later it broke again) and then again when another guy came out and said it needed replacing. My experience just hasn't been a good one with HWA.

Around the same time, we also found a minor leak in our roof. HWA was pretty quick about sending someone to diagnose the problem. It came out that the actual nature of the problem was not covered under our warranty. The service provider was willing to do some patch-up work, but not a permanent solution. They were very open about this, which we appreciated. This led us to do a complete roof replacement, which we knew at the outset of buying our house was likely to come soon anyway.

Our next experience with HWA is ongoing and has been less than satisfactory. Our dishwasher stopped working correctly. They chose a service provider, but we never heard from them for a few days, so we had to call them to schedule a time for them to come out and take a look at our dishwasher. They diagnosed the problem as being due to a faulty part, and they would have to price out the part to determine whether it would be more cost effective to replace that single part or replace the entire dishwasher. It has been more than 2 weeks since we have heard from the service provider, despite phone calls made to them and to HWA. At one point, I received a voice mail from HWA asking me to rate the completion of the work, when the repair had not even been complete. This lets me know that there is a serious communication problem between the service provider and HWA.

The service tech came out, inspected the wet clothes and said that since it was ductless and the clothes spun around and got hot, it could not be fixed. The company called today and said he reported it was working as expected. After he left, I received a call back from the "supervisor" stating she was contacting the technician and asking him to return the check. I reiterated that it did not seem fair to request a service call and not pay, that it was clearly HWA's responsibility to refund the money. Today, HWA called me to say the technician reported the unit was functioning properly. I am convinced the supervisor told him he could only keep the money if he stated the dryer was working properly. I think they have a policy of failure to pay for repairs and replacements which is fraud.

Case 1: I have two air conditioning units one for second floor where bed rooms are and one on first floor where guest room, living rooms and kitchen. Air conditioner on first floor broke. My Air conditioner broker middle of July when temperatures were above 90. Concern 1) Case was not treated as urgent as I was having two units - here company is making assumption I have to eat in my bedrooms and I have to call my guest to tell them that my home is not having air conditioning unit for them. Concern 2) It's two 3 iterations for technician to find out what is wrong. SLA between technician and HWA home warranty is 24 hours - lost 3 days any ways. Concern 3) When technician found out problem, I left country leaving my guests at home. No one came home to fix issues in "assumption" that no one is at home.

Case 2: Broke my washing machine - raised issued through online website. Concern 1) Company assigned me technician who does not work in washing machines. Lost 1 day. Concern 2) Assigned another company - technician promised me to call me 30 min prior to coming home. Technician called me when he is outside my home. My wife went to pickup my kid which is 10 blocks from home. This happened on Friday. Technician informed me that - he is doing his best because - HWA customers get appointment after 1 week - really??? Now the next available time this vendor is saying is - Monday - so to speak I have to wash whole families clothes of 1 week. Concern 3) I tried contacting customer service multiple times - one of the service representative disconnected phone call (I assume). Because in ideal world she should have called me. Customer representatives always talk about "there" issues and customer issues. All the best - as I have paid money for one year - I am trying my patience and trying to become Buddha.

I was right away told that the compressor had a leak and needed to be replaced. I got on the phone with HWA supervisor AGAIN and asked them to either fix the issue or replace the unit and I was very rudely told that the AC is working and they will NOT do anything else. The same issue has been going on for 3 years now and every year they came after multiple calls, added Freon but refused to even acknowledge there was an issue. This company is Horrible and full of crooks. I would join the class action suit against this company in a heartbeat as I have documented everything. DO NOT DO BUSINESS WITH THIS COMPANY. You will waste your money!!! They wouldn't even let me cancel my account with them and asked me to send something in writing to make things difficult. Probably the worst company to do business with.

We had already had another HVAC person in about 3 weeks prior, and he replaced the fan and one other part. After we realized the AC wasn't working, my husband discovered that the coolant had leaked out of the system and flooded a good portion of the basement, including a finished area with carpeting. So, we finally get HWA to send out their guy, and he was running so late, I had to leave the house unlocked for him to get in while I had to take someone to the airport. He left his report which stated those things that were wrong and his recommendation that the HVAC system be replaced.

Home Warranty insisted that he come back again and do a smoke test or something to confirm the leak, which he did. Now, they are insisting that they send another HVAC person out, as they feel this is a pre-existing condition, despite the fact that our contract covers pre-existing conditions. Also, the A/C was working fine when we started using it in May, so it is not a condition that existed prior to our occupying the home in November. I called HWA and told all of this to a customer service rep, and her response was, "I'm sorry, there's nothing I can do". I asked for a Supervisor or Manager and was placed on hold for quite some time.

Then, I got a voice mail message telling me that my call would be returned within 24 hours. I left a message stating that I wanted a call-back within the hour or I was filing a complaint with the State Attorney General's office in Illinois (they are incorporated there) and all over the internet. For those of you who do not know, the State Attorney General's office is responsible for oversight of business practices of those companies that are incorporated in their state. I am also filing with the State Attorney General in my own state. For people to have to beg for services that this company promises to provide is a disgrace. Does anyone know if there is a Class Action Lawsuit against them or has anyone successfully sued them?

How can they continue to get away with what they do when so many people have the same complaints? PLEASE what can we, together, do to get HWA pay what is rightly due to their customers? I have paid them good money for seven years and now that it's time for them to replace my AC unit they are refusing. I even tried to get through to the office of the President and when I received a return call it was from guess who, Melissa the black hole. Please contact me at **.

We requested to have a supervisor call us. We did not receive that call for over ten days and were told on three separate occasions that they had no records of our claim, no notes on our account and basically started the process all over again from scratch. Fortunately we were able to cancel this contract and get a full refund which we will use to hire qualified local technician. This company is incompetent, lies, and does everything possible to delay and not respond to customer requests. If you are purchasing a home and are offered this warranty product - do yourself a favor and say you will take the premium payment as cash instead and hire a qualified serviceman when you need one.

As of last night, we discovered the water apparently ran under the kitchen sink and cabinet and into the living room, causing water damage and warping to the hardwood floors. We called HWA, and they are quick to disclose the contract stating they are not liable for secondary damage. This is not secondary, imo. This is damage caused by bad service. Now, we have to deal with the service company directly.

In conclusion, as a customer of HWA, you have no protection if they send out an unqualified repairman who causes more damage to your home than the cost of the repair or appliance combined. In addition, I fear we will now have to pursue some sort of legal action to recoup the costs to repair the damage. We will be canceling our policy as we have filed 4 or so claims in two years and every time, it's a time and resource-consuming "event." Like many others, we ignored these complaints figuring these were just exceptions and had to find out the hard way that HWA is not a source for feeling of security or protection from avoiding huge costs as they want you to believe.

I asked them why they would send a tech for a 2nd opinion knowing that they were going to deny the claim based on what I supposedly said. They could not give me an answer. Long story short, I emailed them today to cancel the policy. I paid $575.00 on 3/27/13; less than 2 months later, I am only getting $354.00 back. Expensive lesson. Do not do business with this company. They will lie and cheat so they will not have to pay your claim. Do not make the same mistake I did.

Not wanting to go out without a bang... six months later, we attempted our 2nd claim. Our ductwork had become disconnected from our air conditioner/heating unit. We were told that the ductwork was covered as long as it was within the foundation of our home. I responded that it was indeed as such. She asked where the AC/heater was located, and (you guessed it) when I told her it was located on the outside of our home, she said that we weren't covered for the 2 inches that actually connect to the friggin’ unit that supplies the dadgum air that the ducts are there for in the first place. My 3rd claim won't be covered either - the gasket that I blew on Saturday when my head exploded.

Each and every time I call HWA, I get poor customer service with lack of compassion for the issue and no apparent urgency shown to resolve my issues. I am canceling this contract and going back to American Home Shield. This is the worst company I have ever dealt with having complete morons for service and ignorant supervisors. Save your dollars and go elsewhere.

Now I am waiting for the warranty company to contact me with their decision as my laundry is piling up. I have been unable to use my machine for over a month now. I have gone to the laundromat once and ended up spending $80. I refuse to make this a recurring expense until my machine is fixed by the warranty company that we have paid to provide repair service in the event our appliances need to be repaired!

I paid for the OrangPlus plan which reads, "Unknown pre-existing conditions and unknown improperly matched and/or installed systems defined as follows: HWA will repair or replace a covered system or appliance that fails or identified due to an associated failure that was either pre-existing or not properly matched in size or efficiency, and/or improperly installed prior to or during the contract term provided that it was unknown or could not be known to the seller, buyer or agent by a visual inspection or simple mechanical test prior to the start of the contract. If a service request is made pursuant to this contract option, HWA reserves the right to request a copy of any visual or mechanical test that my have been performed by a home inspector or other licensed mechanical contractor."

Well, they won't accept the VA appraiser's inspection and I didn't get any other inspection. So they won't cover anything! Now they also want to prorate my refund even though it is within the request period. Lastly, I just spoke with my boss and found he could not get them to cover his home when he bought their policy in Tennessee! This company is a scam!

They said they wouldn't cover the repair, because it had never worked. I then explained that I had the extra coverage for "unknown pre-existing conditions". The person said that didn't matter. So I hung up and called and got another person who heard my story and put me on hold for over 10 minutes, never offering to phone back with an answer. Finally, she came back on and said they would cover it if I faxed them a copy of the home inspection, which I did immediately. Guess what? I've never heard back from them. I'm hopeful but very pessimistic after reading all the other negative reviews. Even if they do cover the repair, I am still not happy that they denied it off the bat and are making me battle with them.

So I called and I spoke directly with the manager, who told me they spoke directly with HWA, and told them that there is no way to know when a switch goes out, that over time, parts will wear out, but when they go out they go out. So HWA having realized that the cost of the repair would be about the same cost of the annual policy, decided to take a stance to reject the claim. I also confronted the repair person about having said that this problem had gone on over time, and the manager said that HWA was lying through their teeth, and was trying to get out of paying the claim. The manager of the appliance company also said they would document the facts to support my claim for me so I could address it with HWA later. I spoke with a manager, Michelle **, who refused to hear out my complaint. She lacks the knowledge and ability to provide any level of customer service, the inability to do the right thing and it has resulted in an internet black eye for HWA, and a complaint with the BBB, and a formal complaint with the state's Attorney General for consumer advocates.

Anyhow, she said they are going on what the appliance tech told them. I told her that they did not say that and that they are contacting them to set the record straight, but of course she cared less to get to the facts or the bottom of it. She offered to refund the trade call fee, and offer to cancel the policy. That is not enough. The oven is under a warranty they collected money for; it's time they step up to the plate and take care of their customers, instead of running around like a bunch of scammers who want your money and do nothing for you. Folks, from my experience, I warn against purchasing an HWA policy!

They are unprofessional and refuse to cover basic issues with a house. I have filed a claim with the BBB and I urge others to do the same. Maybe if enough complain, something can be done. It’s not right to make people feel secure in buying a home and then deny coverage and fail in providing the written documentation.

HWA tried to charge me for 3 separate trade calls, and if I had not adamantly made a fuss, they would not have agreed to only charge twice. The vendor felt sorry for us so we actually only paid one trade-call fee, but it was at the disadvantage of the vendor, not the company. The customer service reps are very self-righteous and had major attitude problems. When our plumbing leak was not fixed but we didn't call back soon enough, they closed the claim. I was so glad that at the end of the year, I dropped it and went with someone else. I informally polled 10-15 of my friends and of the 2/3 who had a home warranty coverage, 60% of them had American Hone Shield and raves about them, so that is where I am going now! I'm so glad to be relieved of the time and energy suck that was HWA.

The faucet had a leak so I reported. The repairman called me, said HWA wouldn't cover the faucet and the plumbing below the elbow. I called them again and complained and told them to cancel my policy if they were not covering the repair. I paid $465 in May and the email of returning $26 out of $465 came the next day. I laughed. I complained to BBB.

The lady called me from HWA, trying to reconcile the matter and re-calculated the premium. It turned out to be $129.75 and guess what? I paid premium all along the day I cancelled and the coverage for a repair (a claim they paid, admin fee, earned contract cost, etc. was deducted from the premium). The funny thing is, they charged premium and they deducted their pay as well. As a result, I paid premium and I repaired my problem myself. Again, I just smiled.

I have not agreed nor I have not received the net $129.75. I will probably not, and the lady complained my conversation with phone (she cannot hear me well) and also refused to respond my email. All in all, I gave that up. But all I can do is every time I see HWA, I will tell people about my experience and I will blog it, so there won't be people like me - paying the premium for home warranty and repairing the equipment themselves. I can still smile. The lady didn't even understand what I even complained for.

I paid $75, called my homeowners and they sent out the extraction team. Days later, the water is worse even with the blowers going. At this time, I could hear the hissing in the hall bath. So, I called HWA back and asked for a different plumber for another opinion. And guess what, he said the same thing, the freaking tub and he even said he didn't heat the hissing. I refused to pay the second fee. I called my homeowners back mad as heck. She advised me to get a leak detection so I did for $350. I called and they were out the same day and bam! The leak was right behind the toilet. So, I had to pay another $350 to repair it.

I called HWA and told them she said to send the invoice so they can review it and see if they will help me. Huh?! I was furious. Two weeks of water damage. I emailed the invoices, pictures and proof I had to Christine. I never heard a word and they suspended my contract because I refused to pay the 2nd $75 and they claim they never got the documents. Now, I have another claim and they refused to take it. A waste of money!

The contractor called me and said that my dryer had a mechanical problem and did not break because of a power outage. Katie called me back and said that HWA would not pay for this repair because my tenant told them that the dryer never worked and the parts were broken prior to me purchasing the warranty. I know my tenant did not say (that the dryer never worked) and when I asked to hear the recorded call, they refused to provide this proof. In addition, Katie never mentioned to me during her call (when the claim was first submitted) that my tenant told her that the dryer never worked which would have been an important thing to tell me. Instead, she only said that they may not cover the repair due to a power outage. I believe the stage was being set to deny the claim.

Note: Katie also asked the contractor if the problem was due to a power outage and the contractor stated no per the contractor. I believe that HWA had to make up another reason for not covering the repair. This is so dishonest. You can speak with as many HWA supervisors as you want. They must all be trained to say the same thing and not listen to any reason or logic. It appears that it's all about the money. How can these people live with themselves and my belief is that they must have been defrauding people for a long time based on all of these posts. What about the people who haven't submitted a post to a website like this? I told them that I want my entire refund back and my $100 deductible. The manager agreed to this, but we shall see if HWA keep their promise.

HWA appears to be a fraudulent company and needs to be investigated. If you all register complaints with the Federal Trade Commission, they will investigate this company. I am planning to do just this. I'm also going to let other realtors know about my experience with HWA; and I will never refer them to any of my clients or anyone else for that matter.

I also filed a scam report with BBB for HWA. There is no way that anyone could possibly possess the knowledge of all the technical details on the mechanics of all their "covered" appliances to say, in good faith, that everything is in working order upon entering the contract. It is a complete set up to scam people out of money unless they have brand new appliances that are installed during their contract term. I encourage everyone to file a complaint with BBB. In the least, you can try to get your money back from them, and then file a scam report with BBB. We have to get this company to have more honorable practices!

Honor the good faith clause fully, or get someone to review all covered appliances to confirm that they are in working order with every new contract. The burden of proof should be theirs, not ours, since they are accepting the good faith clause to begin with!

The back bathroom of the toilet had a bad level control valve. I realized that it was time for me to take control; I then bought $14 worth of parts from Ace Hardware. I replaced it on my own time; this back toilet is working fine. The hallway toilet had a bad floor seal (donut wax gasket). I was informed that this toilet was too old to make the required repairs.

The plumber HWA contracted is a professional and must follow his agreement with HWA. I am not upset with the plumber because he has no control in the decisions of HWA and their claims service. However, I am unhappy with HWA and their prompt refutation of my very first claim with them.

I used rational thinking and obtained a second opinion form another professional plumber. After his inspection, I was informed the hallway toilet could be repaired for less than $200. Once the second analysis was obtained, I contracted him to make this repair to the hallway toilet, it is fixed. This plumber is not under any contract with HWA and can make the repairs in a more economical manner. In comparison, this would be the same as a car dealer requiring the owner to have new parts installed, but an outside service company would allow the installation of re-manufactured parts. These decisions are up to the car or home owner to seek better rates.

This was my first claim and it was rejected very abruptly. I paid for the policy in good faith to make my life less stressful. Due to the fact my first claim was rejected, in my opinion, something has a putrid aroma, and it is not the toilet. So, at this point, the situation is in the hands of the Louisiana Attorney Gen. I probably will not receive a refund on my policy, but writing the State Atty Gen. made me feel a warm fuzzy.

Call the state and find out the agent company for HMA (In St. Paul, MN Ramsey county, you will file against "Corporation Services Company 380 Jackson St. Suite 700"). Find the small claims court in your county (just Google "small claims court and your zip code"). Fill out the claims paperwork and pay the $75.00 fee. Wait for your day in court and you know as well as I do, that anyone listening to all of the complaints I read on this website will stink to them too! As I write this, I dream that thousands of people will call them to court all across the country. Together we will be heard! Join me!

So then I remembered I had my ducts cleaned and part of that service was to check that the unit was working before and after. I had proof (and I was excited about this). I sent them my receipt from Sears stating all was working. They still rejected the claim. Why? This is the good part, because according to what they found, the temperature on the day I had my ducts cleaned was too cold to effectively prove that the unit was in working order. I even told them we had heat waves within the last two months that I used the unit and it worked fine. They wouldn't budge. I signed a contract with a good faith clause stating that all was in working order. I had evidence that a technician checked and found all in working order after the effective date of the contract. I provided proof of specific dates with temperatures as high as 88 degrees where my unit was used and working. I even asked who the burden of proof rests on because it's not in my contract. Answer? Is there anything else that I can help you with? Wow.

One last note, they told me if everything in my contract is not routinely maintained (once a year is what I was told), then they would automatically consider that item uncovered due to lack of maintenance. A complete and total scam for this company to make money and keep it. I would be very willing to join in on any class action suit that is ongoing.

My very first call, I was sent out of San Antonio to a town 1 hour away. In the contract, it asked what I charged for out of town and I wrote it on the contract and all seemed well. When I get to the call, I found the problem and called for approval for the repair. I placed the call on speaker and waited around 20 mins. for someone to come on. When the female agent came on, right away, she asked me if I had her on speaker. I told her yes and she asked, "Why?" She asked questions as if she was looking for any reason to deny the claim. After the questions, she asked how much was the bill for. I told her that I needed to replace the contactor and a dual capacitor and the total. She asked for a breakdown of the part prices.

I told her $30 for the contactor, $45 for the capacitor. She placed me on hold for another 15 mins. When she returned, she informed me that in my area, the fair price was $20 for the contactor and $30 for the capacitor. I argued my case and got them to approve the bill, but they made me reduce the bill by almost $150. I collected from the customer his $75 deductible and then emailed HWA to remove me from their contractor list.

Now, they are refusing to pay the bill that they agreed to pay. I was also informed by an agent who was my account rep that HWA is designed for me not to make any money, only to get customer leads! This same agent also told my friend who is also no longer doing business with HWA to just "Blow and Go" and that HWA will not replace anything.

Beware these people are crooks and the contractors working for them are told to patch things up and not repair it properly because they do not want to pay much. Their average ticket is less than $100 and that is with the Co-pay. Beware of these scammers! Patching things up only causes the consumer more headaches and more money.

Five months later, the damaged part was replaced. I turned on the A/C the following spring and water flooded into my finished basement. I realized that the drain pipe from the part of the A/C that sits on top of my new furnace was never re-connected. HWA sent out furnace installer who re-connected the drain line and said he'll try to fix the problem. The vendor sent a carpet cleaner a week later who said that you can't get out mildew unless it's within 48 hours of water exposure. The carpet cleaner came out again and ripped up my carpet, spread some chemical to combat the mildew, and left a blower for 2 days. When that didn't work, the vendor said he'll send out a carpet installer. The vendor changed his mind. HWA offered me $250 not to get his insurance information. I was left with no support from either vendor or HWA. I have my finished basement with ripped up carpet and padding that smelled strongly of mildew, with leftover chemicals. I continue to pursue a suitable outcome, through other avenues.

I have also had other bad experiences and much more to elaborate, but hey, this is as to the point as I could get. Customer service here is a front line tactic to manipulate you out of support. I have spent countless hours stating and re-stating my situation. No one returns calls, and you get some new rep each time you call. There is no point in getting anyone's extension, extremely painful, and time consuming. Don't expect them to support you at all, they won't.

Today, I contacted him as the chain was still not repaired. He informed me it was a design defect and that he could not fix it. When I requested to know why I had a $100 bill, he said, "That's how it works." I contacted the company and they agreed with the vendor. I spoke to customer service representatives and a supervisor. I requested a manager and they sent my call to an alleged manager's voice mail. I have paid for this service for over a year and this is how I am being treated for my very first claim? What can be done about something that is so openly a scam?

I explained that HWA online claim system doesn’t allow for more than one complaint and so I had called the company. I relayed the phone conversation I had with Brenda to the plumber. He was still unsure about being reimbursed as he said they don't usually work that way, and kindly suggested we call them and see if we can get this taken care of. We called HWA and were given a completely different run around, saying that the garbage disposal is an appliance and therefore not covered. That's insane! It's covered in their written plan and I explained that to him and demanded to speak to Brenda ** again. She would not take my call, so I am still without a functioning garbage disposal that is leaking and causing damage to my cabinets. What a scam!

They refused to fix my dishwasher for the reasons cited above. Also, the technician they sent was unfriendly and made it clear his company worked for HWA not for me and was only interested in making HWA happy. I am out $50 for the mandatory service fee and will have to replace the dishwasher as the technician removed the filter which he said needed to be replaced and left the machine totally inoperable. Since he works for HWA and not for me, he went on his merry way and that is the last I heard from him.

After he spoke with HWA, they determined that it was a pre-existing condition and would not cover it. I know that when we purchased the house, I had the seller have the AC and heater serviced by a company out of Grand Prairie. They specifically noted that there was nothing wrong with the heat exchanger and it was in good working condition. I have since explained that to HWA and been in contact with the Texas Real Estate Commision, Standards & Enforcement Services division. They have contacted the Vice President of HWA, Mr. Soble, and explained to them the issue.

I have now been advised by HWA that they would pay for the heater (a 90,000 BTU heater). And they said that I would be responsible for the removal and installation of the new heater, a new evaporator coil, a float switch and all the labor, to the tune of about $1,530.00. I find this appalling! I have been with the company now for a second time and shocked that they don't want to pay a legitimate claim. They cannot say that the heat exchanger did not crack when I started the heater for the first time this season. I am simply a customer trying to get a service that I pay for. I only want HWA to do the right thing! They make enough money off of people throughout the years to pay for my incident. I feel as though they do not want to abide by the contract. Lastly, they (nor no other home warranty companies) perform an inspection before they start writing these policies to consumers. Then, they reject the claims when one is made because "they can".

The second claim (the claim I'm disputing to the BBB) is our pool heater. It is one of the items that are covered according to our contract. We opened our pool in April. With six kids, of course, we needed the heater at that time of year. All was fine until one day in June it stopped working. We called and Paul (telephone extension number 741), sent out Tim from "All Phases" appliances. He said he fixed it, and it should work. It didn't work. We called again, and Paul sent out Tim again. The same thing, Tim said it was fixed, but it's not. Again, we called. The same thing, Paul sent out Tim from "All Phases", but this time Tim brought a friend with him. They took about 2.5 hours to completely disassemble the heater, and put it back together. Tim said, "It should work now." It still never worked.

The weather was extremely hot; we went on vacation, so the heater was not a priority for about three weeks, but we still wanted it fixed. So, we call again in late August. Paul once again sent out Tim. I asked Paul why he kept on sending this guy, and I told him that I wanted a new person. Paul insisted that All Phases was their reputable choice, and Tim knows the background on the claim. I disagreed. Why he kept sending out this guy who did know what he was doing was suspicious. On September 10, Paul called to tell me that Tim has discovered that the heater has done something extraordinary. Somehow one of the wires of the heater was in a position where the heater burned it out, and they can't cover this kind of repair.

I explained to Paul that it had to because of Tim, the electrician, when he decided to take apart the entire heater on one of his many visits here, and put it back that way. Paul tried his best to convince me that it was not going to be covered because the heater was built that way. However, I explained that the previous owners used the heater for more than seven years with no problems, so it wasn't a manufacturer’s problem. The wire didn't move itself into a position that it burned itself out. It was obvious that when Tim from All Phases took the heater completely apart and then attempted to put it back together correctly, that he put it back in a way that it caused another electrical problem. He broke the heater, and Home Warranty is responsible.

Paul said he would get in touch with his supervisor to figure out something. That was September 10th. It is now September 27th, and I have yet to speak with Paul. I have left him numerous messages, and he called me back once. One of my messages left on Paul’s voice mail was that we will be having a block party on the weekend, and it was crucial to have the heater fixed, so our guests could enjoy the pool. He never called back. Nothing was done for our party. I called to complain and was transferred to a supervisor who never returned my phone call, as well. Home Warranty of America is responsible for sending Tim from All Phases out multiple times, and rendering our heater completely unusable. They are responsible.

It is now October 5. I complained to the BBB and requested that a manager get in touch with me to resolve this. Instead, I got Paul again and then another representative (Brenda), who was just as useless--on top of being defensive, sarcastic and condescending. I told her that I was hanging up and calling a supervisor. I was transferred into Ron's voice mail. That was 3:15, October 4th. Still no resolution on the issue.

It took a total of 15 visits to my home for over 11 months to have an air handling unit properly installed and functioning. The first contractor HWA sent was so incompetent that every component of the air handling unit was installed improperly. The unit installed didn't have the same power requirements as the source, and the unit kept blowing the circuit. It could have caused a fire! Ultimately, HWA had to send an electrician to resolve the issue. Now they are refusing to repair a leak in my roof, which is clearly covered under the policy. Do not purchase a policy from HWA! You would be better off just paying for repairs yourself.

But when his report went back to HWA, it became a washer that's still working, just with some noise. HWA rejected the claim because the washer is functioning and they don't repair noise. So it seems that if any part of my washer can still move and if the whole machine hasn't caught fire, they won't pay for it. And this is just one of the many bad experiences I have had with them. Stay away from this company!

Eddy again came on 05/11 to replace the diffuser and told me to watch the temps go down in a few hours. This time also with no result. I called Eddy/HWA to report the issue. I received a call from HWA on 05/13/2011 about they were on conference call with Whirlpool on 05/12/2011 for three hours. Whirlpool suggested them to unhook the unit for 12 to 14 hours, and then Eddy had to run some diagnostic tests. I unplugged unit on 05/13/2011 at 8:00 as per instructions; then Eddy came on 05/14/2011 around 10 am. He ran some tests and re-adjusted some components. I was told to take a look at temperature around 4:00 pm that day. When I took the temps, they were around 58 degrees.

I tried to call Eddy on 05/14/2011 and 05/15/2011 with no response. I did call HWA on Sunday to report the issue. I received a call from Monday, 05/16/2011. Stella at HWA notified me that there was nothing they can do as Eddy reported that there was no issue. Then I did ask her explain why the temps were up on the refrigerator, I was given rude response chase down Eddy as HWA could do nothing at this point. I tried to call Eddy. Finally I got hold of him Tuesday around 10:00 am. He reported that there’s nothing he could do, call HWA for further steps. 05/17/2011: I called HWA again. This time I spoke with Paul at extension **. I told him about the hassle I was going through. He suggested that one more last time Eddy would take a look at the unit. I told him yes. Eddy came by and reported to watch the temps after couple hours, there was no improvement. I called HWA again.

I did receive a call from Paul on 05/18/2011 evening. I was told the refrigerator is not cooling because I am not closing the door properly. I told him that was not true. Eddy came down 5 times already. If you guys can not fix it, better replace it. Paul told me that he escalated issue to Budget appliance repair. They would call me on Thursday. On 05/19/2011, I did receive bunch of calls form HWA about various companies coming on Friday 05/20/2011, I told them I was not going to be home on Friday 05/20/2011. Paul called me on 05/20/2011 about sending this claim for second evaluation to the Budget appliance and they would come and diagnose the issue on Saturday, 05/21/2011.

On 05/21/2011, Billy from Budget appliance came down and told me that there was no air flow, that's why temperature was around 55 to 60 degrees. He suggested replacing thermostat, diffuser, cold control, and overload. If you observe this list, these were the parts replaced on 05/09 and 05/10 by Eddy. I received a call from Paul on 05/23/2011 about offering $233 to buy out the claim as the parts are back order at the company, it would take 4 to 6 week to send this money. I have a family of 4 with 2 children. Today is 06/02/2011. It’s been already close to month without refrigerator. I gave them 6 opportunities to fix the issue, still they want to dodge the issue. I’m buying every day groceries as my refrigerator was not working.

On Monday, Sept 13, I received a call from HWA saying that my claim was denied due to rust on the ball bearings. I asked how the pool tech determine that there was rust on the ball bearings when he did not open the motor. The only response that the rep would give was the claim is denied due to rust on the ball bearings. I asked to speak to a manager and was transferred to someone's voice mail. I left a message.

After waiting for two hours for a call back, I called HWA back. The next rep that I spoke to stated that the claim was denied due to corrosion on the outside of the pump. I told the rep that there is no corrosion on the outside of the pump and what would exterior corrosion have to do with the motor failing. Again, I asked to speak to a manager and again I was transferred to another person's voice mail. I left another message. After waiting another two hours I called again and was told that a manager named Kellie would call me within the hour.

An hour later, Kellie called me and I explained to her why I disagreed with their claim. Kellie stated that the claim was denied due to corrosion on the ball bearings. I told Kellie what the previous agents had claimed but she said that this was the real reason. I asked her how a pool tech can make a claim that there was corrosion on the ball bearings when he did not open the motor. Kellie's response was and I quote, "It is the professional findings of the the pool tech that the motor is failing due to corrosion on the ball bearings." Again, I asked how can someone make that claim if they didn't open the motor to check the ball bearings. Kellie stuck to her guns but stated that if I want a second opinion, she would send out another pool company but that I would be responsible for the service fee. I said no and that I will be looking into other options to fight this.

I began filling out a complaint on the BBB (remember that HWA has an A+ rating). I called HWA back to get specific information so I could add it to the claim. I spoke to Patrick at extension ***. I asked Patrick to read exactly what the pool company reported to HWA. Patrick response was that Larry for PoolCo stated that the motor was going bad possibly due to the ball bearings. I asked Patrick where does it say that they ball bearings are failing due to corrosion. Patrick stated that there is no comments from the PoolCo that the ball bearings are failing due to corrosion. I ask to speak to Kellie's supervisor to let her know that Kellie lied to me when she stated that it was the professional findings of the pool tech that the ball bearings are failing due to corrosion. Again, I was transferred to a voice mail, the voice mail of Irene. I completed my claim to the BBB stating my complaint regarding HWA.

At this point, I start calling PoolCo to the their side of the story. On Tuesday morning (9/14/2010), Larry from PoolCo called me. I told him the story that HWA relayed to me. Larry said that he never told HWA that the ball bearings were failing due to corrosion. Larry stated that first he told him that it was a short but after looking at the unit he said and I quote "the motor is going out, maybe a ball bearing issue." I told Larry that I was going to pursue this issue and he said good luck at that they are often used as an escape goat when HWA doesn't want to pay out a claim.

After my call with Larry, I received a call from Irene from HWA. I told her the whole story and she really didn't care. Irene stated the same thing that Kellie had said but did say that she would talk to agents that I spoke with for training but would not call me back because as far as she was concerned, the case is closed. At 9:15am CST on 9/14/2010, I received a call from Brenda at extension *** from HWA. Brenda went through the reason why they denied the claim and I stuck to my guns. I told her how PoolCo never said that there was corrosion.

At this point Brenda goes into a science lesson telling me that corrosion is the wear and tear of parts, not just a chemical reaction which as the term of the contract they do not cover rust or corrosion for the first 30 days. I argued with her about the term corrosion but she said that this is there definition of corrosion which includes any normal wear and tear of a mechanical part. I reminded her that corrosion was not the term that the professional pool tech used but rather the term that they decided to use.

Brenda solution was to offer sending another guy out at their expense but if they found the same thing that they would not honor the claim. My reply to Brenda was, "What good is that going to do, since you did not pay attention to the first tech and labeled as you saw fit? Why would you do anything different with the second? Remember, it was not the the opinion of the professional pool tech that the ball bearings were bad due to corrosion but rather HWA's." Brenda's only other option was to be refunded my $60.00 co-pay. I told her that I would think about it and let her know and I am so glad I did.

I called the BBB to see what my options were and they recommended that I wait until HWA posts a formal response to the BBB and then response back, that way, if I don't except their offer, it will reflect on the their BBB rating. I called Brenda back and told her that I would give her my answer after I receive notice from the BBB that they have posted a response.

The interesting thing is why they just come out and say "we do not cover wear and tear on equipment for the first 30 days" is beyond me. Instead, they hide behind their own definition of corrosion to deny a claim. If you do a general search on complaints on Home Warranty of America, you will find several out their that go as far back 2007. The term that they use as misleading and they flat out lied by saying that the pool tech stated that the issue was due to corrosion.

Still after receiving the inspection report, I would not sign the papers to close on the house until we had the A/C evaluated by an HVAC technician and knew it was in good working order. My realtor referred me to Jerry D’s Air Conditioning and Heating, as some of her clients used him and were very pleased with his service. We called Jerry and he came out the next day (12/02/2009) and serviced the unit. He fixed the connection and then checked the A/C out. He told us everything was in great condition, we had a great Trane system, and all was well. You will note under work performed he commented, "Checked A/C unit per inspection report. Found outside disconnect not making connection. All working good. Unable to test Freon levels due to cold temps."

So, with the A/C working properly, I closed on the house on 12/17/2009. Since I had everything checked out and everything was in good working order, and your company, Home Warranty of America, was recommended by my realtor, I purchased the very best plan, the Marquise, for my protection. I chose your company because I took care of every known condition and your plan showed "Unknown pre-existing conditions now included for all programs--Marquise Program offers best value in the industry!" Although your company has no prerequisites, requirements, service, or certifications of conditions that must be completed prior to engaging in a home warranty insurance contract, I still had an inspection and A/C service completed for my own protection. You also do not require or even suggest getting some kind of maintenance report from the previous owner. I have only been in the house a few months, so I couldn't be expected to have a maintenance record as of yet. I did everything possible to assure everything was in excellent working order (which, I'm sure is more than most people do) and I felt comfortable that your program claims to cover unknown pre-existing conditions.

Because this part of Texas is extremely hot, I began using the A/C around 3/01/2010 and it worked perfectly until around 6/12/2010. When it went out, I called you and you referred my service to Patriot A/C and Heating. I had never heard of Patriot because they are located well beyond my city limits and after I had not heard from them for a few days, I called them and we scheduled a visit for 6/16/2010. Since my brother-in-law, Gary, knows more about these matters, he met with Steve and Jason from Patriot. While inspecting outside, Gary mentioned he could see some leaves around the unit, but the Patriot representative said it didn't look bad at all. He told Gary the compressor was out, Home Warranty of America would order a new one, and they would be back out the next week to install it. Needless to say, I was pleased to hear this because I am forced to stay with my sister and brother-in-law due to the heat and I am anxious to get back in my house. As I stated, Patriot said nothing about maintenance and you will note on the invoice, nothing is documented about lack of maintenance, anything being dirty, clogged or any other adverse condition. They also didn't show us any problem or even recommend having any cleaning done. The invoice only states, "grounded compressor.”

We assumed HWA ordered the compressor and everything was on track until June 21st, when Natasha called to tell us HWA did not plan to pay for the compressor because she claimed it went out due to lack of maintenance. My brother-in-law told her Patriot did not mention any maintenance problems and when he brought up seeing some leaves around the unit; the serviceman clearly told him it wasn't bad. He also told Natasha that Patriot assured us that HWA would order a new compressor and they would be out to install it this week. Natasha (HWA representative) then firmly told my brother-in-law that the servicemen don't know what is covered and what isn't.

After hearing this, I called Natasha back and told her the problem couldn't be due to lack of maintenance because I had the A/C serviced on 12/2/2009 before I closed on the house. I made sure it was in good working order because the A/C is one of the most expensive things that could go wrong. Natasha then asked me to fax the invoice to her and I did that same evening. Next, I got an unexpected message on my cell phone from Natasha on June 23rd. She said she had received my fax and had some news. She said for me to call her or anyone at HWA. After calling a few times and being on hold for lengthy periods, I finally reached an agent who told me they couldn't pay the claim because the invoice I had faxed them was just for inspection. I explained to her that wasn't the case, as I had the home inspected prior to that and added that the initial inspection showed the A/C wouldn't come on because of a connection.

I further explained again that because of the inspection, I had the A/C thoroughly checked out and serviced by an A/C company (Donaldson) and that was the invoice I sent and it clearly stated the A/C was working good. She continued to disagree with me and I asked for a supervisor. She said I could call back the next morning for a supervisor; however, I complained about the lengthy hold time calling in and asked if she would check to see if a supervisor was available then.

She left me on hold for a long time and then a supervisor (Marsha, I believe) came on the line. I explained everything to her and she told me again HWA couldn't pay for the compressor because the invoice did not show that the A/C serviceman cleaned out the unit or completed a list of maintenance work. I described how he did check everything out, fixed the loose connection, and clearly told us the A/C was a good one and working great. Obviously, if he thought for a moment it needed cleaning, he would have told us and asked for the extra business. She continued to argue that the company they called out (Patriot) told her the problem was lack of maintenance (although he never told us that or indicated it anywhere on the service order/invoice). I told her either the man said that because he was expected to do so by HWA, he got us mixed up with another client, or she was simply saying that to avoid honoring the agreement to repair the A/C as contracted through my home warranty.

I, therefore, asked her to have someone else come out for a second opinion because I am convinced lack of maintenance is not the problem. First, she said she would do that, but I would have to pay the service fee again. I told her I would be happy to do so because we obviously need a second opinion. I told her again how we had the A/C serviced and the A/C had been working for many months in the hot heat of Texas. She asked for a list of my regularly scheduled maintenance and cleaning work that had been done. I told her I am diligent about having routine service done; however, because the man just came out a few months ago, it isn't time for service yet. Further, I couldn't possibly have a maintenance work list because I had only purchased the house a few months ago. She continued to disagree, so I told her to go ahead and schedule another service call, even though I would have to pay for it because I know the problem is not due to lack of maintenance.

After already agreeing to do so, she then changed her mind and told me she would not send someone else out unless I gave her a list of my scheduled maintenance. I then became angry because I suddenly realized what everyone had been saying must be true: that a homeowner’s warranty is not worth the paper it is printed on and they will do anything to try not to pay a big claim. I told the supervisor I did everything in my power to make sure everything was in excellent working order before I even closed on the home and before I got a homeowner’s warranty. I had the home inspected and I had the A/C serviced and was assured it was working great before closing. Further, HWA did not list any pre-conditions such as maintenance work, check-ups, or anything that needed to be done before they signed me on the dotted line, so to speak, and took my money. I did everything possible and was not even asked to. I chose HWA for my protection because I knew if there were to be any problems, they would definitely be unknown to me and the HWA packet reads, "Unknown pre-existing conditions now included for all programs.” So, if there was something, I don't know about it and still do not believe it. We had the A/C looked at by 3 companies and not one mentioned anything to us or listed anything about it needing cleaning--not the inspector, D. A/C, or Patriot for that matter.

Needless to say, I am very upset by this because the unit was serviced and found to be working good on 12/02/2009 and it has been working perfectly in consecutive temperatures ranging above 100 degrees until it suddenly quit cooling. I had everything inspected, checked, corrected, serviced and in fine working condition before closing on the house and even purchasing the homeowner's warranty. In addition, we have routinely replaced the filter about every 10 weeks, as recommended by the inspector, and the filter hasn't even been very dirty. So, what good is a home warranty if you deny payment when all this has been done?

I hate to say this but everything I was promised and everything I've heard from HWA since I had a problem are in direct conflict. I can only believe, at this point, that this is a rip-off and unless you prove differently by paying my claim. I believe my voice should be heard by every realtor, insurance regulatory authority, the BBB, the Attorney General, and anyone who has the internet or ears to hear. Again, I ask that you review this as an appeal and reconsider payment of my claim. You may contact Mr. Jerry ** of Jerry D. A/C and Heat for additional information and you may send some other company out for a second opinion or expect me to do so in support of my claim.

It seems in signing my warranty, I agreed first to try to settle this among us, and if that doesn't work, the next step is mediation by arbitration. Should we need to move to the arbitration phase, please let me know how we get this process in action? Are our attorneys supposed to be present this early, or is the next step still just between us and a mediator? Instead of just depending on Patriot (who said nothing to us about a problem), perhaps you should call Jerry D. A/C and discuss the service he performed and any conditions he found on 12/2/2009. As mentioned above, I quickly called him today to get more information on what he found and to get his opinion. He welcomes your call and will address this situation because he found everything to be clean and in good condition when he serviced the system. He again confirmed, "The A/C was in good shape and working good.” He also told me if it needed cleaning or maintenance at the time, he certainly wouldn't have ignored the opportunity for additional business; so, he would have told me, and would have tried to sell me those services. He further assured me the compressor should be covered by HWA.

While I had been very angry, I am no longer as agitated because I am confident that I am right, I have the support of Mr. **, I know in my heart you should pay this claim (as I'm certain you do) and I know I can win this case. I have the people and the reports to back me. In addition, you should be aware, since the heat forced me out of my home, that I have been staying with relatives. With all the delays caused by our dispute, I am about to overstay my welcome. Thus, I may have to temporarily move into a hotel and will include in my claim any unnecessary costs I incur as a result of your failure to pay for my compressor on a timely basis. This includes hotel costs, attorney fees, other service calls, etc.

So, again, please let me know what the next step is in resolving this matter. How do we set up arbitration? Do you want to call someone else to come out for a second opinion, or shall I? I don't guess it matters, because either way I have to pay for the service call. Should my attorney represent me for arbitration, or when is it time to get my attorney involved? If arbitration does not work, I assume my next step is to file a suit against HWA, and notify all of the realtors and brokers in my area, the Texas Real Estate Commission, any National Real Estate Commission or organization, Texas Attorney General, BBB, and my voice and written word over the internet. Please let me know because I want to honor my agreement in this contract and follow the proper procedures in settling this claim.

I bought the HWA Marquise Protection plan with subterranean Termite Treatment. The plan cost $535. I had my home inspected (12/01/2009) and then A/C serviced (12/02/2009) prior to closing on my home. The A/C serviceman checked it out and told us the A/C was working good and plainly indicated it on the invoice. I closed on 12/17/2009 and my 12-month protection plan began that date. Because Texas is so hot, I began using the A/C March 1, 2010 and it quit cooling on 6/12/2010. I have been unable to stay in my home since with temps above 100 degrees. I've been staying with my brother-in-law and sister, but I'm about to wear out my welcome. HWA proudly boasts, "Unknown pre-existing conditions now included.”

As I said, I had inspection, A/C service checked out before I moved in. So all known conditions were taken care of. Now HWA has denied my claim based on lack of maintenance. I know that is not true. The Trane system is fairly new. I had it checked out before buying the house and my filter is changed every few weeks. My brother-in-law asked Patriot A/C (sent out by HWA) if the unit was dirty and they said it wasn't bad. They told him only that the compressor was grounded and assured him HWA would order another and they would be out to install it the next week. HWA says their servicemen don't know what is and isn't covered. It is so easy to tell after the fact. And after reading all the complaints that this company is fraudulent and if they are going to deny claims based on ridiculous things, they should make new homeowners have everything cleaned, serviced, and have certified information that everything is in perfect working order before they take consumer's money. Then they could not make these excuses for not paying. I am a senior citizen on a fixed income that barely allows me to exist. I took out the homeowner's warranty for my protection because I don't have the money to pay for things like this. I am out the money for Marquise plan, the $75 service call, and I can't live in my home.

Read your contract and be prepared. If you have an issue in the first 30 days, wait until your 30 days is up if at all possible! Also, be careful of giving too much info, they are looking for any reason they can to deny your claim (how else will they remain profitable?). This company has gotten so bad that we refuse to do work for them anymore. And if you can get to a higher up at the company, you won't get them the next day - the turnover is pathetic for management. The customer service is horrible - especially Rene, Sue and Gina and Irene. If you get one of these ladies, you might as well hang up and call back!

They don't want to pay their contractors anything, yet they want us to wait on hold (for free!) at a customer's house for over half an hour to get authorization if they decide to cover it. Contractors don't get paid for up to 2 months sometimes. They will order a part from the other side of the country to save $4, but will be upset when we have to wait for it to be shipped. When the customer calls to complain in this situation, HWA blames it on us and doesn't bother to explain that they're stuck without heat for a week so HWA can save a lousy 4 bucks. They can't keep good contractors because they are a horrible company to work with.

Some of their customers will receive liens on their property until HWA decides to pay the bill. While we don't like to do this, it is the only way to make them pay sometimes. If you're interested in a home warranty, I urge you to do your research! Your realtor gets a kickback for selling HWA's warranty. They aren't referring it to you because it's the best, they're referring it to you because they get paid for it. From someone who has seen the inside workings of this company, they are a whole lot more worried about selling the warranties rather than servicing them. Like one of the posts before mine, I think the best way to end this is to say - Buyer Beware! We were a contractor so our issues are much different than others were, but I have seen many people put out for a lengthy time due to this company. They will not care if you have babies or are sick or elderly - it doesn't matter to them! It's all about saving a dime.

On Wednesday May 27, a gentleman named Alex from Aldo Appliances came out to repair both the refrigerator and the stove. He changed a part on the refrigerator and had to order a part for the stove. Needless to say, the stove has not been repaired as of yet and the refrigerator worked for one day and died again. I have spoken with Sue and several other people regarding this matter. I was told that if the refrigerator cannot be repaired, it would be replaced with a similar product - a GE brand. I was told that the replacement would be within 3 to 5 business days.

Alex (the repairman) came back out on Friday, May 29 to fix the refrigerator again, and informed my son (Jacob age 22) that the refrigerator could not be repaired. But when I spoke with the people at Home Warranty, they said Alex said it could be repaired and that they would send the claim over to their Options Department. On June 2, 2009 a lady called me from Home Warranty of America Claims Department and said that the refrigerator would not be repaired by them, that they would send me a check for what it would cost to repair it, in the amount of $357.56. That price does not cover parts and labor.

If that is what the repairs cost, then why would they not repair it? I have been without a refrigerator for 12 days and they are telling me it will take 4 to 6 weeks before they can send out money for the repair cost and not the cost for parts and labor. I do not want the money, I would like my refrigerator and stove repaired or replaced. Can you please look into this matter? With my refrigerator being down, I have lost the food in the refrigerator and all my meats in the freezer.

Home Warranty initially rejected the claim on the grounds that this leak is a continuation of a previous leak that was repaired in December. I have made it clear that these are new leaks. They were not flagged by the gas company or plumber during inspections in December. They were not identified until March 26, 2009. Home Warranty requested that I provide proof of this. I furnished them with a copy of the invoice from the repairs made in December. They contacted the plumber who made the repairs, and on Thursday, 4/7/09, I was told that my claim had been approved.

Later that day, I was contacted by Renee ** with Home Warranty of America and asked to provide her a copy of my home inspection (from the purchase of my home) and a copy of the aforementioned repair invoice. I emailed her both. She then informed me that the claim had been denied, because the pipes were not included in the home inspection. I pointed her to the page and item number where the gas pipes were listed as passing. She then claimed that the inspection was referring only to pipes connected to the water heater. I directed her to a separate section in the inspection that covered the water heater. I asked Ms. Renee why I had been told earlier in the day that the claim had been approved. Her reply was that she would have to talk to the girl who told me that, implying that she would be disciplined. Ms. Renee chose to end the conversation at that point, saying it was highly unusual for gas pipes to fail and the decision to deny the claim would not be reversed.

The policy I hold with Home Warranty of America clearly covers plumbing, including gas pipes. There is nothing in the contract I have with them that would indicate the exclusion of the repair for which I have filed a claim. Thus far, I have spoken with Cecilio and Evelyn at Home Warranty of America customer service, and Renee **.

I called and had a company come out and the refilled our unit without explaining the problem, they wanted more money for troubleshooting and at the time I didn't have any more to give them. They had charged almost $500.00 just to recharge the unit. The Home Warranty did however refund our money for the charge, except the $100.00 deductible. Then at the end of August, we thought we were having a problem with our furnace and called Home Warranty again. This time they found someone to come out to the house. That's when we found out that there is a leak in our compressor line that is not repairable.

We called Home Warranty back and the have refused to pay for our unit saying that it wasn't working correctly in the first place. Our vendor did not find the problem when they came out in June and it is caused by rust? And they do not cover that. Which I don't see anywhere on the contract. The only reason I used my own vendor in the first place was they could not send anyone in June and I didn't have the money to have this guy troubleshoot my system. He had already ripped me off with the recharge. Now, I am fighting Home Warranty with this claim and am hoping you could give me some advice on how to handle the situation.

The service contract ended in July 2007 and the unit went out in July 2008. They said no maintenance had been performed in that year and so they were still denying the claim. I havent even mentioned the fact that we wouldnt even have gotten a conversation with a manager had it not been for the fact that our realtor had a personal contact there. We had tried for days to reach someone to discuss the issues and never got called back. I can hardly contain myself. Im going to try to tell everyone I know not to buy a home warranty when they buy a new house. I think everyone who reads this should do the same.

I questioned why I need an expansion and why it is not covered. Not covered because I did not have before so its an upgrade per the representative. We do not pay for the upgrade. Why do I need this upgrade because it is required by the heater the manufacturer, per the representative? Why cant I have the similar unit? They could not answer. Thats between you and the technician.

I asked about the Strap charges. The 1st customer service representative explained me that the technician has informed them that I did not have straps and it would be considered an upgrade. I told him I did have a metal strap. The representative informed that that the technician is calling it a tape and not a metal strap. He told me that he has to go with what the technician is saying and would not honor my assessment. I offered that I could send them for their review. I was denied because they have to honor the word of technician. So than I asked why I need strap. He said that its required under the code violation. After reviewing my policy, I called again.

I asked the 2nd customer service representative that I have code violation coverage, so the strap should be covered under the code violation. He said that under code violation if I had a strap per the code and they had to remove it they would cover under the code violation.

So I asked what good is code violation.

I told him that it misleading that you sold a policy with suggestive code violation coverage but it really not code violation it the upgrade under the code violation. At that time, I requested to speak to a Manager. Manager, Michelle came on the phone but informed that earthquake code violation is not covered under this policy. A completely different spin to my question. I looked at the policy and asked her to where it says. She did not have an answer. She kept saying just because it is not listed under exclusion does not mean it is included. We are denying this claim because we could.

Three customers service representative have three different versions within a span of 30 minutes just to deny a legitimate claim under the policy.

Economic impact $325.

Stress in dealing with a lying technician from Action One and Policy provider HWA can't be described in economic value.

She kept repeating that in code..blah, blah, blah. She was quick to say nothing would be covered. I asked her to still send out a technition. NO ONE EVER CALLED OR CAME...she never even called anyone to come. Well a few days after her call we turned on the AC and it was OK. It worked for a few weeks so I did not bother to call her mention she first off neglected to do her job and second of all the AC was working. Well as luck would have it the AC unit completely died. Then I recalled the same person..MONICA. She mentioned she failed to do her job. I agreed and asked her to send someone out. So she did, after calling twice and being placed on hold for 10 minutes. Well, our claim was denied. BIG SHOCK.

SO as you can see we were ripped off. I am very upset and want everyone to know how this company is lacking in constomer service and they made up lies to get out of paying the $ it cost to fix the AC unit.

NO AC in 102 degree weather in Texas end of July to August. 2-3 weeks.

We have a few dogs who were tired all the time. Total cost to repair the AC unit was $500.

This was my first claim. I will not buy from them again. The agravation and down time was not worth the modest savings. I'd have to make 2 to 3 claims a year before I would realize savings from my policy. boo!